How You Manage Bell Notifications for SRs
Service request (SR) events trigger notifications to service agents and managers alerting them to take necessary action.
Events are triggered for specific conditions, such as:
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SR is assigned
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SR is resolved
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SR is escalated
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Expired milestone
The Notifications icon on the global header displays the number of unread notifications. Click this icon to view all notifications. Click a notification to take further action. After you click a notification and navigate to the record's details, the notification is marked as read and it's cleared from the notification list.
An administrator enables notifications through the Notifications feature in the Setup and Maintenance work area. For more information about enabling notifications, see the "Enable Notifications for Service Requests" related topic. When notifications are enabled, bell notifications are automatically enabled for service requests. An administrator defines notification triggers as Groovy scripts in Application Composer, containing the conditions that must be met for each notification. Notifications are triggered when the defined conditions are met. For example, a trigger can be defined to send a notification when a high severity SR has been assigned to an agent. For more information about notification triggers, see the "Define Notification Triggers" related topic.