Configure notifications in Service Operations Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Customize notifications that are sent to an agent to update about various changes.

    Before you begin

    Role required: workspace_admin, notification_provider_admin, or admin

    For delegation notifications, the Notification Provider for Next Experience plugin (com.glide.notification.provider.next.experience) must be installed.

    About this task

    An agent is notified in the following scenarios:
    • A change request, incident, or problem assigned to an agent has any updates.
    • A task is delegated to the agent.

    The notification icon shows notification alerts. The icon shows a badge with notification count and new notifications for a short duration.SOW notification alert

    Use the notification icon to view the notifications.SOW notifications

    Procedure

    1. Navigate to All > Workspace Experience > Administration > Notification triggers.
    2. To modify the notifications for incident, problem, and change updates, perform the following steps:
      1. From the list of notification triggers, select one of the following:
        • Incident notification
        • Problem notification
        • Change notification

        For information about default notification formats, see Default notification formats.

      2. Edit the required information, such as the notification category, who to send it to and when to send it.

        Who to send and When will receive tabs contain the notification settings.

        Note:
        Keep in mind the following information when editing these notifications:
        • You can’t edit the notification header.
        • The Category field of each type of notification must match that notification type so the notifications are categorized correctly for agents. For example, the Category field must be Incident for incident notifications. This step confirms that the notification is categorized in the notification preferences and agents can easily turn on and off all the notifications categorized under a category.
      3. Select Update.
    3. To modify the delegation notification, perform the following steps:
      1. From the list of notification triggers, select Delegation notification.
      2. Edit the required notification information, such as who to send it to, when to send it, its header and content.
        Who to send and When will receive tabs contain the notification settings.
      3. Select Update.