Send notifications to an agent or a small group of agents when there are updates to important records.

1. Navigate to System Notification > Provider > Notifications, and then click New.
2. On the form, fill in the fields.

   Table 1. Notifications form

   Field	Description
   Name	Name of the notification.
   Table	Table to receive notifications about.
   Application	Application scope of the notification.
   Active	Option to activate the notification. The notification is active by default.
   Triggered By	System action that triggers the notification. You can send the notification after a record is changed or after an event is triggered.
   Inserted	Option to send the notification after a record is inserted. This field appears when you select Record Change in the Triggered By field.
   Updated	Option to send the notification after a record is updated. This field appears when you select Record Change in the Triggered By field.
   Event	Event that triggers the notification. For example, to send a notification after an incident is closed or resolved, you would select the incident.inactive event. By default, this event is logged in the system each time a user resolves or closes an incident. Note: You can select only an event that shares the same table as the notification. This field appears when you select Event in the Triggered By field.
   Conditions	Filter to specify the table records that users receive notifications about. For example, to send notifications about top-priority incidents, you would select Incident [incident] in the Table field and set the conditions to [Priority] [is] [1 - Critical].
   Users	Users who receive the notification.
   Users in fields	Record fields that include users who receive the notification. For example, to send the notification to the record assignee, select Assigned to.
   Is originating user included?	Option to include the user who changed the record or triggered the event.

3. Click Submit and Add Content.
4. Select Workspace as the content type for your notification.

   

5. On the form, fill in the fields to define the notification content.

   Table 2. Notification form

   Field	Description
   Name	Name of the notification.
   Notification	Notification that is associated with the content. This field is populated automatically with the notification that you created.
   Table	Table to receive notifications about. This field is populated automatically with the table defined in the notification.
   Route	Route through which the notification is sent to the recipient. This field is automatically populated with Agent Workspace.
   Application	Application scope of the notification content.
   Active	Option to activate the notification content.

6. Click Submit.

Result

After the notification is triggered, it is sent to recipients who aren't currently looking at the target record. A user clicks the notification to link directly to the record.

The notification tray can contain up to one notification per record. If the same record is updated twice in one day, the first notification is removed with the arrival of the second notification.

Users can customize their notifications using the workspace settings. These options appear only after you've configured an active notification.

If a user isn't receiving notifications as expected, check that notifications are enabled in the workspace settings.