Provide better context and information about users' work by creating custom content for in-product notifications in Next Experience.

Before you begin

Role required: admin

About this task

Create notifications with custom title and message content for your applications and use cases. Next Experience notifications appear as toast banners and in the Notifications menu.

Note: Next Experience notifications aren’t supported in the legacy Agent Workspace.

Procedure

  1. Navigate to All > System Notification > Provider > Notifications.
  2. Select New.
  3. On the form, fill in the fields.
    Table 1. Notifications form
    Field Description
    Name Name of the notification.
    Application Application scope of the notification.
    Active Option to activate the notification. The notification is active by default.
    When to send
    Trigger 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 Trigger field.

    Updated

    Option to send the notification after a record is updated.

    This field appears when you select Record Change in the Trigger 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 Trigger field.

    Table Table to receive notifications about.
    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].
    Who will receive
    Users Users who receive the notification.
    Note: Notifications in messaging channels are sent only to users with ServiceNow accounts (sys_user profiles). Consumers and customer contacts are considered as guests and can’t receive notifications in messaging channels.
    Recipients listed in fields Record fields that include users who receive the notification. For example, to send the notification to the record assignee, select Assigned to.
    Note: This field shows up only if you select a table.
    Include the person whose action triggered the notification Option to include the user who changed the record or triggered the event.
    Recipient(s) listed in event parm1 Option to select whether Parm 1 contains a list of comma-separated sys_ids. For more information, see Classic Events.
    Recipient(s) listed in event parm2 Option to select if Parm 2 contains a list of comma-separated sys_ids
    Table containing recipients from event parm1 Table that is used to resolve the sys_id of the recipient
    Note: This field appears only when you select Event parm 1.
    Table containing recipients from event parm1 Table that is used to resolve the sys_id of the recipient
    Note: This field appears only when you select Event parm 2.
    Advanced event condition Option to select when the recipients are from more than two tables. These are dynamic conditions.
  4. From the form context menu, select Save.
  5. Select the Contents tab and then select New Provider Content.
  6. Select Next Experience as the content provider.
  7. On the form, fill in the fields.

    The following example shows the values for a notification with custom content that references the number and short description of an incident.

  8. Select Submit.

Result

When triggered, users configured to receive the notifications see notifications with custom content as banners and in the Notifications menu in the Next Experience Unified Navigation.

The UI Notification Inbox [ui_notification_inbox] table lists all sent notifications and their recipients.

If users receive duplicate notifications, verify that the notification trigger has only one content provider. If the notification has both a Next Experience and Workspace content provider, remove the Workspace content provider from the notification trigger to send only the Next Experience notification with custom content.