Push notification setup with the ServiceNow mobile app
Summarize
Summary of Push Notification Setup with the ServiceNow Mobile App
The ServiceNow mobile application automatically enables and configures push notifications when users first log in. This setup supports iOS and Android devices but is not available for on-premise instances. Both system administrators and end users have distinct roles in configuring and managing push notifications to ensure timely and relevant communication.
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Administrator Responsibilities
- Create Push Messages: Admins must first create push messages containing the JSON payload with the notification content. This message must correspond to the same table as the notification.
- Create Push Notifications: Using the push message, admins create push notifications that deliver this content. Existing platform notifications can be updated to function as push notifications by including the push message.
- Register Notifications: New push notifications must be added to the Push Default Registration table. This ensures notifications appear in users’ preferences when they next log in to the mobile app.
User Responsibilities
- Install the Mobile App: Users download and install the ServiceNow mobile app on their iOS or Android devices.
- Accept Push Notifications: Upon installation, users agree to receive push notifications. This action creates a record in the Push Notification Installations table, enabling the system to identify the device and app combination for notification delivery.
- Log In: Logging into the company instance via the mobile app automatically subscribes users to push notifications registered by admins.
- Manage Notification Preferences: Users can enable or disable notifications and set filters or conditions within the app’s Notification Settings or through System Settings on desktop or mobile browsers.
Key Benefits and Outcomes
- Streamlined notification delivery tailored to user preferences without requiring manual device setup by admins.
- Automatic subscription to relevant push notifications upon login simplifies user engagement.
- Administrators retain control over notification content and registration, ensuring consistent and accurate messaging.
- Users maintain control over how and when they receive notifications, improving user experience and reducing notification fatigue.
Next Steps for Administrators
Admins should review existing system notifications to evaluate if additional push messages or notifications are needed to meet organizational communication requirements effectively.
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.