Enable Override do not disturb to receive critical alerts

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enable the Override do not disturb to receive critical push notifications feature for ITSM Mobile Agent.

    About this task

    With the Override do not disturb to receive critical push notifications feature, ITSM managers can reach out to their on-call members even when their phones are set to Do Not Disturb mode.

    To enable this feature, you must configure a prompt and reprompt property. The reprompt property resends the pop-up message if the agent didn't initially enable the configuration.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to sys_sg_properties > Mobile properties.
    2. On the mobile properties page, switch to Global scope.
    3. Select New and create a new property with the following details:
      • Name: critical_alerts_request_prompt
      • Type: True/False
      • Value: true
      • Mobile Application: Agent
    4. Select the Active option.
    5. Ensure that the value is True and select Update to create and apply the property.
      Note:
      After creating this property, users must log out and then log back in for the change to take effect.
    6. Log in to the ITSM Mobile Agent application.
    7. Select Open Settings, when prompted to Enable Override Do Not Disturb To Receive Critical Alerts.
      Note:
      If you log in to ITSM Mobile Agent using an iOS device, when prompted to Enable Override Do Not Disturb To Receive Critical Alerts, select Allow.
    8. On the Do Not Disturb access settings page, select the ITSM Mobile Agent application from the list.
    9. Select the Allow Do Not Disturb toggle button.
    10. Confirm by selecting Allow.
      The user starts to receive the critical alerts in Do Not Disturb mode.
    11. Optional: Configure the following reprompt property if you want to resend the Override do not disturb to receive critical alerts pop-up for the agents who didn't enable the property initially:
      1. Enter sys_sg_properties in the navigation filter.
      2. On the mobile properties page, select New and create a property with the name critical_alerts_request_reprompt and the same configuration as the critical_alerts_request_prompt property.