Push notification setup with the ServiceNow mobile app
Summarize
Summary of Push notification setup with the ServiceNow mobile app
The ServiceNow mobile app automatically enables and configures push notifications when users first log in. This setup is designed to work seamlessly for cloud instances but is not supported on on-premise instances. Both system administrators and users have distinct roles in setting up and managing push notifications to ensure effective communication through the mobile app.
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Administrator Responsibilities
- Create push messages: Define the actual message content (JSON payload) to be sent as push notifications.
- Create push notifications: Build notifications that incorporate the push message, ensuring both reference the same database table.
- Register push notifications: Add new push notifications to the Push Default Registration table so they appear in users’ notification preferences upon login to the mobile app.
Administrators do not need to configure individual user devices or modify user notification preferences manually.
User Responsibilities
- Install the mobile app: Users download the ServiceNow mobile app on iOS or Android devices.
- Accept push notifications: Upon installation, users consent to receive push notifications, which registers their device and app combination in the system.
- Login to the instance: Logging in subscribes users automatically to the push notifications registered by admins.
- Manage notification preferences: Users can enable or disable notifications via the app’s Notification Settings and set detailed delivery conditions through System Settings on desktop or mobile browsers.
Key Outcomes
- Push notifications are efficiently delivered to users’ mobile devices without requiring manual device setup by admins.
- Admins maintain centralized control over notification content and distribution rules.
- Users retain control over their notification experience, adjusting preferences to suit their needs.
- The system creates necessary records to identify devices and manage notification delivery, ensuring reliable communication.
Next Steps for Administrators
Review existing system notifications and create or update push messages and notifications as needed to align with organizational communication requirements.
The ServiceNow mobile application automatically enables push notifications and configures mobile devices for push notifications when users initially log in to the instance.
- Admin creates or updates push notifications for the ServiceNow mobile app. The admin does not need to set up the mobile devices for users nor update their user preferences for receiving push notifications.
- Users install the ServiceNow mobile mobile on their iOS or Android mobile devices and set their preferences for receiving notifications on the ServiceNow mobile app.
What to do — admins
Admins create push notifications, similar to setting up email notifications. A push notification has two main parts: the push message and the notification, which includes the push message.
- Create the push message
- Before creating a push notification, create the push message with the actual message content (JSON payload) to be included in the push notification.
- Create the push notification that includes the push message
- Create the push notification that includes the push message and message content. A push notification specifically sends the push message. You can update a standard platform notification and use it as a push notification that includes the push message.
- Add the new push notification to the Push Default Registration table
- To ensure that a new push notification is included and enabled in the notification preferences of your users, register a new push notification in the Push Default Registration table. The notification is listed in the notification preferences of your users the next time that they log in to the ServiceNow mobile app.
What to do — ServiceNow mobile app users
- Download the ServiceNow mobile app
- Install the ServiceNow mobile app on an iOS or Android mobile device.
- Agree to accept push notifications
- After installing the ServiceNow mobile app, users are asked to accept
push notifications. When the instance receives the push notification acceptance message
from a user, it creates a record in the Push Notification Installations
[sys_push_notif_app_install] table. This record is what the instance uses to identify
the device + mobile application combination necessary to identify a push notification
recipient.
The device then performs the following actions:
- Obtains a token that identifies the device.
- Triggers the creation of the device in the user notification preferences.
- Log in to the company instance from the ServiceNow mobile app
- Logging in automatically subscribes users to the push-specific notifications registered in the Push Default Registration table.
- Update preferences for receiving notifications on the ServiceNow mobile app
Users can enable and disable through Notification Settings in the ServiceNow mobile app. They can set additional notification preferences, such as conditions or filters that affect notification delivery, by using the System Settings window on a desktop or mobile browser. For details, see Setting notification preferences in Core UI.
Next steps
If you are an admin, review the base system notifications and determine if new push message content and push notifications are needed.