Issue
Agent Workspace UI notification defined on incident record as shown below, but the agent was not getting the notification.
Release
Newyork release.
Cause
The "notification_trigger" record was not triggered for agent user because 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.
Related Links
Note: there is an expected limitation to this functionality - Conversation audio alerts do not work in legacy workspace unless you are focused on the inbox tab.