Actionable Notifications in Mobile App

[iftekharmir]

Actionable Notifications in Mobile Builder

Actionable Notifications allow users to not only receive alerts on their mobile devices but also take direct actions (such as Approve, Reject, or Open Record) without needing to navigate through the full app. This enhances productivity by letting users complete tasks quickly.

This guide explains how to configure Actionable Notifications in ServiceNow Mobile Application 

Prerequisites

Before starting, ensure you have:

• ServiceNow Instance (with Now Mobile or custom mobile application configured)

• Roles Required: admin or mobile_app_admin

• Mobile Application Builder Installed

Integration Steps

Step 1: Create a Notification Action 

• In System Mobile > Mobile Push Notifcations > Push Notifications, click New.

• Define the action (e.g., Name, Application, Check Actionable).

• Select the Category(e.g., Accept-Reject-fore, Accept-Reject-back, or yes-no-back, etc).

• screen: approval (make sure you give the correct record screen)

• Save the action.

Step 2: Create a Push Action Instance

1. Navigate to sys_sg_push_action_instance table click New.

2. Configure:

   • Push Notification: attach the previously created Notification Action(s).

   • Push Action: e.g.,Accept

   • Button: e.g.,Approve REQ(use the same button which is in the screen mentioned in step1).

3. Save the Action Instance.

Step 3: Repeat the same for the reject button

Step 4: Create Push Notification Message Content

1. Retrun to the Push Notification record (step 1)

2. Click the "Create Push Message Content" related link.

Step 5: Create Push Notification Message Content

1. By clicking the related link you will be auto directed to the content page

2. Select the Push application: ServiceNow Request Application (for now mobile)

3. Name the Notification Message Content

4. Save the Notification Message Content.

Step 6: Create a Push Notification 

1. In System Notification > Push > Push Notification, click New.

2. Define the notification (e.g Name, Who will receive, add conditions etc)

3. Map the action to the appropriate table (e.g., approval, change_request, or incident).

4. In what to send section create new push message as shown in below image
5. Save the Notification

The result is attached below

Conclusion

Configuring Actionable Push Notifications in Mobile App Builder helps streamline user interactions by allowing them to respond directly from the notification itself. This not only saves time but also improves user adoption of the mobile application by reducing navigation steps.

By following the steps above, you can:

• Deliver timely and relevant updates to users.

• Provide direct actions like Approve, Reject, or View Details.

• Enhance overall productivity for request and incident handling.

Actionable notifications bridge the gap between information and execution, making your ServiceNow mobile experience more engaging and efficient.

Thanks Regards 

Iftekhar Baig