---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Email notifications

# Email notifications for the Service Request Case Type {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Email notifications are automatically triggered by both the Government Service Portal and Service Request Playbook in Public Sector Digital Services. Notifications can result from an agent action, a response needed from an agent, constituent, or business contact, or from an update on a case status.

Email notifications in the Service Request Playbook are automatically sent to the constituent, business, agency, or contributor watchlist, when an agent performs one of the following case activities:

* Opens a case for a constituent
* Comments on a constituent's case
* Moves the case to another stage
* Provides a resolution for a constituent's case
* Closes a constituent's case
* Cancels a constituent's case
* Requests more information on the unresolved case

{#email-notifications-in-psds__c_CustServNotifPref_ul_nwy_3kd_p5}  
Email notifications are automatically sent to the assigned agent when:

* A case is assigned to the agent.
* A case needs attention or requires an agent response.
* Case work notes or comments are updated.
* A case task is assigned.
* There's new activity on the case.
* The proposed solution is rejected.
* There's a service level agreement (SLA) warning or breach.
{#email-notifications-in-psds__ul_kgs_2fd_hvb}

Business contacts, contributors, other agents, and other constituents that are added to the case watchlist should receive all email notifications that are also received by the constituent who submitted the request.

For agents, email notifications in the Government Service Portal or Service Request Playbook can also be triggered by certain SLAs. For more information on SLAs for agents, see [Service level agreements for government service cases](https://servicenow-prod.fluidtopics.net/fpT5Fu1IYOouCTMow92IZg "A service level agreement (SLA) is a record that you use to guarantee a specific time that a service or information must be provided by, or that an agent must finish a task must by. The Public Sector Digital Services application uses SLAs with government service request cases.").