---
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


---

# Set custom alert tones in ITSM Mobile Agent for different incident priority

# Set custom alert tones in ITSM Mobile Agent for different incident priority {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set custom alert tones in ITSM Mobile Agent to distinguish between incidents with different priorities.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllSystem NotificationPush Message Content.  
   Alternatively, you can also go to the Push Notification Message Content \[sys_push_notif_msg_content\] table.
2. Select the required push notification message content record.
3. Update the Push Message Generation field with the following script.  

       // get the priority of current incident
       var currentIncPriority =  current.getValue("priority");
       // define an array to map priority with ringtone
       var customisedRingtones = [
             {
                   "priority": "1",
                   "ringtone": "default"
               },
               {
                   "priority": "2",
                   "ringtone": "default"
               },
               {
                   "priority": "3",
                   "ringtone": "default"
               },
               {
                   "priority": "4",
                   "ringtone": "default"
               },
               {
                   "priority": "5",
                   "ringtone": "default"
               }];
       //override the json["aps"]["sound"] param with the ringtone defined for current priority        
               if(customisedRingtones){
                   for(var i=0;i<customisedRingtones.length;i++){
                      if(customisedRingtones[i].priority && customisedRingtones[i].priority === currentIncPriority){
                      json["aps"]["sound"] = customisedRingtones[i].ringtone;
                       break;
                      }
                   }
               }

   Note:  
   Replace the ringtone with the desired alert tone name. For more information on the list of ringtones and alert tones available to update the script, see [Configure sounds for push notifications](https://www.servicenow.com/docs/access?context=push-notif-sounds&version=australia&pubname=australia-mobile&ft:locale=en-US).
4. Select Update.

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