Agent Workspace : Inconsistent desktop notifications and audio alerts for incoming and conversational chats


Description

This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace.

Release or Environment

Orlando and Above

Instructions

For Chrome Browser

  1. From a Chrome window, click the Chrome menu in the upper right corner.
  2. Notifications : Go to Settings > Privacy and Security > Site Settings > Notification > Add the ServiceNow Instance under "Allow" List.
  3. Audio alerts  : Go to Settings > Privacy and Security > Site Settings > Sound > Add the ServiceNow Instance under "Allow" List.

For Edge Browser (Chromium Built)

  1. From an Edge browser,click the Chrome menu in the upper right corner.
  2. Notifications : Go to Settings > Site Permissions > Notifications > Add the ServiceNow Instance under "Allow" List.
  3. Audio alerts : Go to Settings > Site Permissions >Media Autoplay > Set it to "Allow"

Additionally, Mac Book users should allow the notifications from the system preferences as well.

  1. Open System Preferences.
  2. Select the notifications tab.
  3. Select the Browser application and Chose Allow notifications. (Refer to the screenshot Below)

 

Note : The OS used on your machine might need some special settings to allow the notifications. Please refer to the vendor documentations if the above settings do not resolve the issue.