hi everyone in my previous video i have demonstrated how out of the box available actionable notifications work in service now but in this video i am going to demonstrate how we can configure custom actionable notifications where we can give certain options to the person receiving the notification for example resolving a ticket or doing something else from the chat menu itself so the scenario which i'm going to consider for this video is when a person working on the ticket puts the ticket and let's say awaiting caller state then caller sees a notification with a resolve option where if the caller clicks on the resolve button then the ticket will be automatically resolved so let's just navigate directly to the provider notifications and config configure one of them so here is to provide a notification click on new let's give a name notified caller table is obviously incident [Music] it will be triggered on update and state is on hold and on whole reason is a waiting caller and the person who should receive the notification is the call of the ticket and now submit it so this record is created now let's add some content to it so i'm going to click on the provider content and give some content to my modification it will be a record card then incident number short description and let's include assigned to and additional comments as well i think this should be fine for now and i'm going to give a message over here [Music] is something like that okay so let's submit this one as well now this is only 40 of the work done so far i have not configured the button anywhere which will be available for the caller to click on it and resolve the ticket so let's go to notification actions i'm going to click on new provider action virtual agent and this is the place where all those things will be configured and here in this topic list i need to select a particular topic which will run in the back end and finish the job so as of now there is no such topic which is available which can complete the job so i will have to navigate to the designer of virtual agent and we can finish it later on so if i filter by itsm actionable notifications so there are these couple of topics already available for us out of the box which we can use in whatever way we want to use them so for now let me utilize this resolve incident topic and i am going to duplicate this one and i gave it a name is all incident custom let me just save this one um i don't want to make any changes over here because it's a very simple demo and once it is saved i can publish the topic as well and the topic is now active now let me go back to my provider notification which i just configured what if i call is the name and now if i go to notification actions i will be able to select the topic which i have just configured is all the ticket open this and here's my topic is all the incident custom if i select this one and submit my notification is configured now and let's test it now so this is the user uh system administrator who configured all the changes now let me login with the person who has a ticket assigned to him by some other person and he's working on that ticket and he needs some information from the caller and he just puts the ticket into a waiting caller state by adding a comment and let's see how it goes from there so i'm logged in as chatting now and this is the ticket assigned to him if i click on this ticket and open the form so these are the comments which i with something added last time and it was confirmed by the caller now you want some other information maybe he wants to convey the idea right just deployed something like that this might not be the very genuine case i'm just taking an example of when a ticket is put into a waiting poll state and a notification is triggered that's it so let me see this ticket and a notification should be received in the microsoft teams [Music] so and microsoft teams i'm logged in as hershey so the first notification that is received is the one which is available out of the box where a user can send a response on top of an existing comment by clicking on sender play and this is the notification which we just configured tickets by exaggerating your response this notification is received by the caller and here are the details incident short description assigned to and additional comments okay and here is the option to resolve the ticket which is available so if the caller clicks on this particular button then the ticket will be automatically received in the backend so here we have also received one more notification because the state of the ticket has changed this is also out of the box available to us and since there is an action pending on ireland this notification came into the front again so that caller can take appropriate action on it and it is not lost because of some other notification in between so let me just click on it and see if our ticket gets resolved in the back end or not so virtual agent says start this ticket is resolved and if i go back to the ticket you can see that the ticket is already sold now so this was one way and we can do a couple of more things this is what i have utilized using the out of the box topic flow which was already available to us but apart from this we can also create our own topic flows and use them as for our own convenience based on the process we need in our organization and a lot as possible so thank you for watching stay safe and take care and don't forget to subscribe