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Configure Related Object Notifications for IT Services
Send notifications when related (child) records are added, removed, or when parent records are updated. Use related object notifications to track child entities associated with your reference object.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To design notifications | Design Notifications |
- Enable multichannel notifications and configure channels. See Enable IT Notifications.
- Create a notification with a reference object. See Configure Notifications for Your IT Teams.
- From Setup, in the Quick Find box, enter Multi-channel Notifications, and then select Multi-channel Notifications.
- On the All Notifications page, click New to create a notification, or open an existing draft notification.
- In Basic Information, select the reference object, and then set Usage Type to Related Object.
- In the Related Object field, select the child entity that is related to the reference object.
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Click Next, and then configure trigger conditions using one of these
event types:
- Parent Update: Trigger when the parent record changes.
- Associate: Trigger when a child record is added to or linked with the parent record.
- Disassociate: Trigger when a child record is removed from or unlinked from the parent record.
-
Configure recipients, content, and channels, and then save and activate the
notification.
You can use the same channel configuration options available for direct notifications.
-
Test the notification.
- On the All Notifications page, open the actions menu for your related object notification.
- Click Test Notification.
- Select a record and destination, send the test notification, and verify the message in the selected channels.
Example For example, an incident manager wants to notify fulfillers when an incident comment is
added to a high-priority incident. The manager sets Reference Object to
Incident, selects Usage Type as Related Object, and
chooses the comment object in Related Object. The manager then sets the
trigger type to Associate and configures Slack and in-app channels. When a
new comment is added, the configured recipients receive the notification.
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