---
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


---

# Configurable actionable notifications for ITSM Mobile Agent

# Configurable actionable notifications for ITSM Mobile Agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read  
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-notify-itsm-mobile__ul_r2y_pkj_rlb}

## Process for creating actionable push notifications {#actionable-notify-itsm-mobile__section_gyk_3gx_smb}

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.
{#actionable-notify-itsm-mobile__ol_jyd_p5l_5mb}

## Create an actionable push notification for ITSM Mobile Agent {#ariaid-title2}

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

### Before you begin

Role required: admin

### Procedure

1. Navigate to AllSystem MobileMobile Push NotificationsPush Notifications.
2. Click New.
3. In the push notification form, fill in the fields.  
   {#actionable-notify-itsm-mobile-1__table_xmw_kzw_smb__entry__2}

   | Field | Description |
   |:-|:-|
   | Name | The name of your push notification. Note: 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. |
   [Table 1. Push notification form]

   {#actionable-notify-itsm-mobile-1__table_xmw_kzw_smb}
4. Click Save.

### Result

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

## Create a push action category {#ariaid-title3}

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

### Before you begin

Role required: admin

### Procedure

1. Navigate to AllSystem MobileMobile Push NotificationsPush Action Categories.  
   {#push-action-categories-itsm-mobile__table_bwh_d1x_smb__entry__2}

   | 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. |
   [Table 2. Push action categories]

   {#push-action-categories-itsm-mobile__table_bwh_d1x_smb}
2. Select New.
3. In the push action category form, enter a name for the category in the Name field.
4. Select the lock icon (![Lock icon]()) next to the Actions field.
5. Select 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 {#ariaid-title4}

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

### Before you begin

Role required: admin

### Procedure

1. Navigate to AllSystem MobileMobile Push NotificationsPush Actions.
2. Click New.
3. In the push action form, fill in the fields.  
   {#create-push-action__table_t12_4fm_5mb__entry__2}

   | 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 {#create-push-action__ul_kzh_dgm_5mb} |
   | Placeholder Text | Placeholder text to your users when they initiate the actionable push. |
   [Table 3. Push action form]

   {#create-push-action__table_t12_4fm_5mb}
4. Click Save.

## Create functions for notification push actions {#ariaid-title5}

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.

### Before you begin

Role required: admin

### Procedure

1. Navigate to AllSystem MobileFunctions.
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

   {#function-action-itsm-mobile__ul_i5y_qk5_msb}

   For information on function types, and detailed steps for creating
   functions, see [Mobile
   functions](https://www.servicenow.com/docs/access?context=sg-studio-mobile-button-types&version=australia&pubname=australia-mobile&ft:locale=en-US).
4. Create additional functions for each push action.  
   For example, if you have selected <kbd class="ph userinput">ack-escalate-ignore-back</kbd> 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.

### What to do next

[Map functions with push actions for actionable push notifications](https://servicenow-prod.fluidtopics.net/JI1DG4NY1CBLr~Wu2XX1iA#map-function-notify-itsm-mobile "Associate functions to the actions for an actionable push notification.")

## Map functions with push actions for actionable push notifications {#ariaid-title6}

Associate functions to the actions for an actionable push notification.

### Before you begin

Role required: admin

### Procedure

1. Navigate to AllSystem MobileMobile Push NotificationsPush Notifications.
2. Open a notification.
3. In the Push Action Instances related list, click New.
4. On the form, fill in the fields.  
   {#map-function-notify-itsm-mobile__table_ev4_xdx_smb__entry__2}

   | 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. |
   [Table 4. Push action instance form]

   {#map-function-notify-itsm-mobile__table_ev4_xdx_smb}
5. Click Submit.

### Example

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.

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.

## Create push message content {#ariaid-title7}

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

### Before you begin

Role required: admin

### Procedure

1. Navigate to AllSystem MobileMobile Push NotificationsPush Notifications.
2. Open the notification.
3. Click Create Push Message Content in the Related Links section.
4. On the form, fill in the fields.  
   {#create-push-message-itsm-mobile__table_qm4_q2x_smb__entry__2}

   | 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. |
   [Table 5. Push Notification Message Content form]

   {#create-push-message-itsm-mobile__table_qm4_q2x_smb}
5. Click Submit.

## Create a standard notification {#ariaid-title8}

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

### Before you begin

Role required: admin

### Procedure

1. Navigate to AllSystem NotificationPushCreate Push Notification.
2. On the form, fill in the fields.  
   {#notification-itsm-mobile-2__table_ukm_cfx_smb__entry__2}

   | 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. |
   [Table 6. Push notification form]

   {#notification-itsm-mobile-2__table_ukm_cfx_smb}
3. Right-click the form header and select Save.
4. Configure the push message for your standard notification.
   1. Select to display the What to Send tab.
   2. Select the lock icon (![Lock icon]()) next to the Push Messages field.
   3. Select the reference icon (![Reference icon]()) to display the Push Notification Messages list.
   4. Select New.
   5. On the form, fill in the fields.  
      {#notification-itsm-mobile-2__table_hrv_pfx_smb__entry__2}

      | 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, <kbd class="ph userinput">An incident has been assigned to you</kbd>. |
      [Table 7. Push Notification Message form]

      {#notification-itsm-mobile-2__table_hrv_pfx_smb}
   6. Select Submit.
   {#notification-itsm-mobile-2__substeps_n23_lfx_smb}
5. In the Notification form, select Update.

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