Inconsistent Notification Tray Items Across Users

TS SDK
1

We’re encountering an issue with the Notification Tray feature where some users are unable to view any notifications, while others can view them without any problems — despite having similar roles and permissions.

Here are the details:

  • We are using notificationTray.getNotificationTrayItems({ limit: 20 }) to fetch the tray items.

  • The function works correctly and returns results for some users, but returns an empty array for others.

  • Example user roles and behavior:

    • User 1 (Global Admin): :white_check_mark: Can see notifications

    • User 2 (Global Admin): :cross_mark: Cannot see notifications

    • User 3 (User): :white_check_mark: Can see notifications

    • User 4 (User): :cross_mark: Cannot see notifications

We’ve confirmed that:

  • The code implementation is consistent across all users.

  • The SDK integration is working as expected for users who do see notifications.

  • There are no visible errors in the SDK response.

  • Some affected users may have received notifications in the past but still see an empty tray.

Could you please help us investigate:

  • Whether notifications were successfully delivered to the affected users?

  • If there are any permission, role, or scoping restrictions that could be affecting visibility?

  • Any possible caching/session issues on the backend?

Let me know if you need additional user IDs or logs to assist with the investigation.

2

Hello @Sowmya , Thank you for the details. We’ll continue the investigation via email for privacy. If we need more info, we’ll reach out directly.