Follow Notifications

The notifications follow functionality enables users who have the privilege to view a service request the ability to follow it, which enables you to receive notifications.

If you have an interest in a specific service request, use this feature to receive notifications about a service request even you’re not directly associated to it. For example, say a user with a high-value customer has an open service request with the support team. Using the follow functionality, the user can receive notifications on that record, including status updates, escalations, and resolutions.

Important Notes

• Not all notifications are eligible for users to receive using the follow functionality. The Manager or Administrator must enable the functionality when the notification is defined.
• Set the ORA_ENABLE_FOLLOW_NOTIFICATIONS profile option to Yes.

Here's how you do it:

1. Navigate to a service request that you want to receive notifications for.
2. Click the Actions menu, and then select Follow.
3. A confirmation message appears to inform you that you’re now following that service request, and you’ll now receive notifications.