After you configure a legacy workspace notification, the information that is displayed in the notification follows a default format that you can't configure. Learn about the default notification formats so that you can know what information is being sent to notification recipients.

There are notification formats for three different use cases in workspace:
  • Someone assigns a record to an agent
  • Someone updates a field in a record
  • Someone updates multiple fields

Each format uses the display value of the target record. A display value is a field value that the system displays to represent the record that was updated. For example, in Incident [incident] records, the display value is the incident number by default.

To set a new display value for a record, follow the steps in Select a field as the table display value.

Newly assigned record

When someone assigns a record to an agent, the notification contains the following information:
  • Display value of the assigned record
  • Priority of the record
  • Short description of the record

Notification for a newly assigned record

The notification displays up to two lines of the short description. If the short description doesn't fit inside the notification, the system appends an ellipsis (…) at the place where the short description is cut short.

Single field update

When someone updates a field in a record, the notification contains the following information:
  • Name of the user who updated the field
  • Name of the field that the user updated
  • Display value of the updated record
  • Priority of the updated record
  • Short description of the updated record

Notification for a single field update on a record

The notification displays up to two lines of the short description. If the short description doesn't fit inside the notification, the system appends an ellipsis (…) at the place where the short description is cut short.

Multiple field updates

When someone updates multiple fields in a record, the notification contains the following information:
  • Name of the user who updated the fields
  • Display value of the updated record
  • Priority of the updated record
  • Short description of the updated record

Notification for multiple fields updated on a record

The notification displays up to two lines of the short description. If the short description doesn't fit inside the notification, the system appends an ellipsis (…) at the place where the short description is cut short.