Description
Agent Workspace UI notification defined on incident record as shown below, but the agent was not getting the notification,
Release or Environment
Newyork release.
Cause
The "notification_trigger" record was not triggered for agent user due to the reason that the "Assigned to" field is empty on the incident record but the "UI Notification Trigger" was looking to deliver it to "assigned to" user.
Resolution
- Please update the incident record with "assigned to" = <Agent name>, then agent user will get a notification on agent workspace when the same incident record is updated by another user. OR
- Update the "ServiceRequest-Notifications" notifications "who will receive" fields with other options than "assigned to" field.