---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Desktop Assistant notifications

# Desktop Assistant notifications {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Desktop Assistant notifications enable your organization to communicate important updates to end users instantly, regardless of their device activity. This feature enables delivering critical
information, supporting Major Incident Management and Proactive Engagement.

Desktop Assistant notifications provide a reliable way to inform end users of critical updates with minimal effort. These notifications provide updates for awareness but aren't directly
actionable.

Desktop Assistant supports an optimum number of 400,000 notifications per day, with a maximum rate of 10,000 notifications per minute.

## Accessing notifications {#da-push-notifications__section_rcg_mwt_zfc}

Access Desktop Assistant notifications as system push notifications on Windows and macOS devices, or from the Desktop Assistant notifications list. For more information, see [View Desktop Assistant notifications](https://servicenow-prod.fluidtopics.net/~PWreZ2AeiOmyfmIUI3ohA "View notifications to stay up to date with important information and events in real time.").

Notifications should appear on end users' devices within two minutes of generation.

## Supported applications {#da-push-notifications__section_gn1_p5t_zfc}

Desktop Assistant supports notifications from Major Incident Management and Proactive Engagement.

* Major Incident Management: Major Incident Management sends real-time updates about critical incidents to recipients in the following base system recipient lists.
  * All users in affected location(s): Updates are sent to all configured recipients in affected locations. For example, a Major Incident Management notification informs all employees in an affected location of a sudden network outage, ensuring they're aware of the issue.
  * Impacted application users in affected location(s): Updates are sent only to impacted recipients in affected locations. To make sure only relevant users receive updates, the recipient list includes users with application usage above zero during a specified aggregation period and frequency. The aggregation period and frequency can be configured to one of the following options:
    * Daily: 1--7 days
    * Weekly: 1--4 weeks
    * Monthly: 1--12 months

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    By default, the aggregation frequency is set to Daily, and the aggregation period is 7
    days.

    If the aggregation frequency is set
    to daily and the aggregation period is seven days, notifications are sent to users in affected locations with application usage above 0 over the last seven days. If the
    frequency is set to weekly and the aggregation period is four weeks, notifications are sent to users in affected locations with application usage above 0 over the last four
    weeks.

    Each notification is delivered once to every logged-in device.

    You can customize the Impacted application users in affected location(s) recipient list or create a notification for an incident using this list. For more information, see [Customize recipient list for Major Incident Management updates](https://servicenow-prod.fluidtopics.net/7Hj09iDKjv3LIeI70SJoUg "Customize the base system recipient list for Major Incident Management updates based on application usage.") and [Compose communications for incidents and major incidents](https://servicenow-prod.fluidtopics.net/ssvTjQEupI2Z6RjYChfTBg "Compose communication messages for incidents and major incidents using communication channels such as email and SMS.").
  {#da-push-notifications__ul_zwc_2t3_x2c}
* Proactive Engagement: Proactive Engagement uses Desktop Assistant to notify users about the following device-related events:
  * Actions that users must take to maintain device health.
  * Issues detected on devices
  * Steps to remediate issues by following the self-help instructions or using the linked resources.

  {#da-push-notifications__ul_qsk_5x5_zfc}

  For example, end users receive alerts to restart their devices if they haven't done so in the recommended duration.
{#da-push-notifications__ul_myr_2lz_ydc}

## Configuring notifications {#da-push-notifications__section_n3d_fy5_zfc}

DEX administrators with the sn_dex_desktop.admin role can configure and manage the following Desktop Assistant notifications settings:

* API parameters that enable Desktop Assistant to send notifications for any update or activity. For more information, see [API parameters to configure Desktop Assistant notifications](https://servicenow-prod.fluidtopics.net/l6xpaFY6UgoTRB9_oprINQ "sendDANotification() method parameters in the DesktopAppNotificationUtils script include for configuring Desktop Assistant notifications.").
* The Time-to-Live (TTL) value using the sn_dex_desktop.sn_desktop_assistant.notification_time_to_live property to define how long the system attempts to deliver notifications.

  The TTL value can be set to a maximum of seven days. Older notifications exceeding the TTL are automatically discarded.
* Enable and disable Desktop Assistant notifications. For more information, see [Enable or disable notifications](https://servicenow-prod.fluidtopics.net/vO2Zgwmi7b6MHoi~xAWkFw "Enable notifications to stay informed and engaged receiving timely updates and notifications about important events and activities within the system.").
{#da-push-notifications__ul_qlp_zcm_bkc}

Users with the sn_dex_desktop.notification_template_viewer role have read-only access to view the Desktop Assistant Notification Template table.