Work with alerts in ITOM mobile
Summarize
Summary of Work with alerts in ITOM mobile
ITOM Mobile Agent enables ServiceNow customers to efficiently manage IT Operations Management (ITOM) alerts on the go. Users with appropriate roles can assign, reassign, add work notes, close alerts, and create incidents directly from alerts using their mobile devices. This functionality ensures timely response and collaboration among teams to maintain system health and resolve issues promptly.
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Managing Alerts on Mobile
- Add Work Notes: Users with roles srmmanager, srmresponder, or srmadmin can add notes to an alert to update the team, document actions, and share information. The assigned team member receives a push notification when notes are added. Notes can be viewed under the alert’s Activity tab.
- Assign Alerts: Alerts can be assigned or reassigned to specific team members to ensure accountability. Upon assignment, the designated team member receives a push notification and the alert appears in their My work tab.
- Close Alerts: Closing an alert signifies resolution or no further action needed. Closed alerts disappear from the assigned member’s My work tab but remain accessible under the Closed tab in My Alerts.
- Create Incidents from Alerts: For critical issues, users can create an incident directly from an alert. The incident is assigned to the same team but not necessarily the same responder. This facilitates escalation and structured incident management. Note that alerts must be assigned to a team (assignment group) to enable incident creation.
Practical Role Requirements and Notifications
All alert management actions require one of the following roles: srmmanager, srmresponder, or srmadmin. The system provides immediate feedback via success notifications and push alerts to keep team members informed of changes and assignments.
Benefits for ServiceNow Customers
- Manage and respond to ITOM alerts anytime, anywhere using mobile devices.
- Enhance team collaboration with real-time updates and notifications.
- Streamline the escalation process by creating incidents from alerts directly within the mobile app.
- Maintain visibility into alert status through assignment, reassignment, closure, and work notes.
Manage alerts on the go. Learn how to assign, reassign, and close alerts in ITOM Mobile Agent. You can also add work notes to alerts and create incidents from alerts.
Add work notes to an alert
Add work notes to an alert to update your team, share important information, and document your actions.
Role required: srm_manager, srm_responder, or srm_admin
- On your device, tap the ServiceNow Agent icon (
). - Tap the Notifications tab and select the relevant alert.
- Tap the More options icon (
). - Select Add work notes and enter your notes.
- Save and add your notes to the alert by tapping Submit.
ITOM Mobile Agent displays Success! Comments added. The assigned team member also receives a push notification that the alert has had comments added.
To view an alert's work notes on mobile, navigate to the alert and select the Activity tab.
Assign an alert
Assign an alert to make sure the correct team member acts on it. You can assign an alert to yourself.
Role required: srm_manager, srm_responder, or srm_admin
- On your device, tap the ServiceNow Agent icon ().
- Tap the Notifications tab and select the relevant alert.
- Tap the More options icon () and select Assign alert.
- Tap Assigned to and select a team member to assign the alert to.
- Implement your changes by tapping Submit.
The assigned team member receives a push notification that the alert has been assigned to them. The alert also appears in their My work tab.
Close an alert
Close an alert to show that the issue is resolved or that no further action is needed.
Role required: srm_manager, srm_responder, or srm_admin
- On your device, tap the ServiceNow Agent icon ().
- Tap the Notifications tab and select the relevant alert.
- Tap the More options icon () and select Close alert.
ITOM Mobile Agent displays Alert closed successfully. The alert no longer appears in the assigned team member's My work tab.
To view closed alerts that were assigned to you, tap My work and then tap See all in the My Alerts section. The Closed tab shows your closed alerts.
Create an incident from an alert
Create an incident when an alert signifies a critical issue that disrupts or could disrupt your system.
When you create an incident from an alert, ITOM Mobile Agent assigns the incident to the same team but not the same responder. For example, if the alert is assigned to the Network Ops team and responder Alex, the incident is assigned to the Network Ops team.
Role required: srm_manager, srm_responder, or srm_admin
- On your device, tap the ServiceNow Agent icon ().
- Tap the Notifications tab and select the relevant alert.
- Tap the More options icon () and select Create incident.
ITOM Mobile Agent displays a notification similar to INC0013579 was created from Alert0002468. You can view the incident in the My team tab. For more information about managing incidents in ITOM Mobile Agent, see Managing incidents and major incidents on mobile.
Reassign an alert
Reassign an alert to make sure the correct team member or an available team member acts on it. You can reassign an alert to yourself.
Role required: srm_manager, srm_responder, or srm_admin
- On your device, tap the ServiceNow Agent icon ().
- Tap the Notifications tab and select the relevant alert.
- Tap the More options icon () and select Reassign alert.
- Tap Assigned to and select a team member to reassign the alert to.
- Implement your changes by tapping Submit.
ITOM Mobile Agent displays Alert reassigned successfully. The assigned team member receives a push notification and the alert appears in their My work tab.