Configurable actionable notifications for ITSM Mobile Agent

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 7 Minuten Lesedauer

    • With configurable actionable notifications for ITSM Mobile Agent, you can perform actions based on push notifications without having to open the ITSM Mobile Agent application.

    You can associate up to three actions with a push notification. These actions must refer to an existing mobile function. The following function types of actions are supported:
    • Action item
    • Navigation
    • URL
    • Chat launcher

    Actionable push notifications

    Process for creating actionable push notifications

    Create actionable push notifications using the following process:
    1. Create an actionable push notification for ITSM Mobile Agent.
    2. Create a push action category.
    3. Create function for each push action.
    4. Map functions with push actions on the actionable push notification.
    5. Create push message content.
    6. Create a standard notification.

    Create an actionable push notification for ITSM Mobile Agent

    Create a push notification for various actions performed on the ITSM Mobile Agent application.

    Vorbereitungen

    Role required: admin

    Prozedur

    1. Navigate to All > System Mobile > Mobile Push Notifications > Push Notifications.
    2. Click New.
    3. In the push notification form, fill in the fields.
      Tabelle : 1. Push notification form
      Field Description
      Name The name of your push notification.
      Hinweis:
      This name does not appear to users viewing the notification.
      Application The scoped application for your notification. This field automatically uses the current application scope.
      Actionable Option for making a notification actionable.
      Screen Optional screen associated with your notification. Displays to a user when they tap on the notification.
    4. Click Save.

    Ergebnisse

    The notification record is created, and the Push Action Instances related list appears on the form.

    Create a push action category

    Create a push action category if any of the pre-defined push action categories do not meet the business requirements.

    Vorbereitungen

    Role required: admin

    Prozedur

    1. Navigate to All > System Mobile > Mobile Push Notifications > Push Action Categories.
      Tabelle : 2. Push action categories
      Action Description
      accept-reject-back Displays Accept and Reject buttons. Users can select an option without opening the app.
      Accept-Reject-fore Displays Accept and Reject buttons. The app opens when the user selects an action.
      accept-rejectwcomments-back Displays Accept and Reject buttons. When users select the Reject option, a confirmation dialog box appears that requires the user to provide a message and click Send.
      ack-escalate-ignore-back Displays Acknowledge, Escalate, and Ignore buttons. Users can select an option without opening the app.
      approve-reject-back Displays Approve and Reject buttons. Users can select an option without opening the app.
      approve-rejectwcomments-back Displays Approve and Reject buttons. When users select the Reject option, a confirmation dialog box appears that requires the user to provide a message and click Send. Users can select an option without opening the app.
      confirm-reschedule-cancel-back Displays Confirm, Reschedule, and Cancel buttons. Users can select an option without opening the app.
      joinbridge-fore Displays a Join Meeting button. Tapping this button opens the app.
      PromoteWComments-RejectWComments-fore Displays Promote and Reject buttons. When users select either option, a confirmation dialog box appears that requires the user to provide a message and click Send.
      queuerejoin-openincident-back Displays Online Check-in and Open Incident buttons. Users can select an option without opening the app.
      queuestay-queueleave-back Displays Stay in Queue and Leave Queue buttons. Users can select an option without opening the app.
      yes-no-back Displays Yes and No buttons. Users can select an option without opening the app.
    2. Click New.
    3. In the push action category form, enter a name for the category in the Name field.
    4. Click the lock icon (Lock icon) next to the Actions field.
    5. Click the reference icon (Reference icon) to display the Push Actions list and select the actions for the push action category.
    6. Select Save.

    Create a push action

    Create a push action if any of the pre-defined push actions do not meet the business requirements.

    Vorbereitungen

    Role required: admin

    Prozedur

    1. Navigate to All > System Mobile > Mobile Push Notifications > Push Actions.
    2. Click New.
    3. In the push action form, fill in the fields.
      Tabelle : 3. Push action form
      Field Description
      Label Text your users will see in the notification for this action.
      Application Scoped application for this record. This field automatically populates.
      Name Name of the push action.
      Foreground When enabled, the app opens when your users select this action.
      Response Type Options are:
      • Simple
      • Text response
      Placeholder Text Placeholder text to your users when they initiate the actionable push.
    4. Click Save.

    Create functions for notification push actions

    Create a mobile function for each function in the action category. These actions perform tasks on your instance based on what the user selects in the notification.

    Vorbereitungen

    Role required: admin

    Prozedur

    1. Navigate to All > System Mobile > Functions.
    2. Click New to create a new function record.
    3. Create a function for one of your push actions.
      When selecting a function type in the Type field, you must select one of the function types supported for actionable push notifications:
      • Action item
      • Navigation
      • URL
      • Chat launcher

      For information on function types, and detailed steps for creating functions, see Mobile functions.

    4. Create additional functions for each push action.
      For example, if you have selected ack-escalate-ignore-back as your push notification category, your notification displays the Acknowledge, Escalate, and Ignore buttons. Create a function to determine the behavior of each of these buttons.

    Nächste Maßnahme

    Map functions with push actions for actionable push notifications

    Map functions with push actions for actionable push notifications

    Associate functions to the actions for an actionable push notification.

    Vorbereitungen

    Role required: admin

    Prozedur

    1. Navigate to All > System Mobile > Mobile Push Notifications > Push Notifications.
    2. Open a notification.
    3. In the Push Action Instances related list, click New.
    4. On the form, fill in the fields.
      Tabelle : 4. Push action instance form
      Field Description
      Push Notification Push notification associated with this push action instance. This field is automatically filled in with your push notification.
      Application Scoped application associated with this record. This field is automatically filled in with the current application.
      Push Action Push action from your push notification record. Select one of the available actions.
      Button Function to associate with the push action. This action triggers when a user uses the action listed in the Push Action field.
    5. Click Submit.

    Beispiel

    This example notification uses the accept-rejectwcomments-back in the Category field. Clicking the preview icon (Preview icon) shows the two actions used by this category: Accept and Reject.

    Push notification displaying a preview of the category record.

    In the example push action instance, the Approve push action is selected in the Push Action field, and the Approve REQ /w comments function is selected in the Button field. The instance executes this function when a user taps the Approve button in the notification.

    Push action instance associating an action with a function.

    Create push message content

    Create the content of the message to be displayed as a notification.

    Vorbereitungen

    Role required: admin

    Prozedur

    1. Navigate to All > System Mobile > Mobile Push Notifications > Push Notifications.
    2. Open the notification.
    3. Click Create Push Message Content in the Related Links section.
    4. On the form, fill in the fields.
      Tabelle : 5. Push Notification Message Content form
      Field Description
      Name Name of your push message content record. This name is not visible to your users.
      Application Scoped application associated with this record. This field is automatically filled in with the current application.
      Push app Mobile Agent app on which the push notification is displayed.
      Push Message Generation The script that generates the push notification. When you create message content, this script is automatically generated.
    5. Click Submit.

    Create a standard notification

    Create a record to determine the information to be displayed for a notification.

    Vorbereitungen

    Role required: admin

    Prozedur

    1. Navigate to All > System Notification > Push > Create Push Notification.
    2. On the form, fill in the fields.
      Tabelle : 6. Push notification form
      Field Description
      Name Name of your notification. This name is not visible to your users.
      Active Option for determining whether the notification is active. The instance does not send inactive notifications to your users.
      Table Table containing the records relating to your notification. For example, notifications about new incidents use the Incident [incident] table.
      Push Message Only Indicates the notification is a push message only. This field cannot be changed.
      Category The category for your notification. This field value is Uncategorized by default.
    3. Right-click the form header and select Save.
    4. Configure the push message for your standard notification.
      1. Click to display the What to Send tab.
      2. Click the lock icon (Lock icon) next to the Push Messages field.
      3. Click the reference icon (Reference icon) to display the Push Notification Messages list.
      4. Click New.
      5. On the form, fill in the fields.
        Tabelle : 7. Push Notification Message form
        Field Description
        Name Name of your push notification message record. This name is not visible to your users.
        Application Scoped application associated with this record. This field defaults to the current application.
        Push App Mobile Agent app on which the push notification is displayed.
        Table Table containing the records relating to your notification. For example, a notification about new incidents would use the Incident [incident] table.
        Push Message Content The record for the push message content.
        Message Text the user sees in the push notification, for example, An incident has been assigned to you.
      6. Click Submit.
    5. In the Notification form, click Update.