How to configure event management in the Agent app to respond to alerts?

[Robin26]

The OOB setup of Agent app only does ITSM. Has anyone configured the app to do ITOM? Like event management and SRM? Specifically to respond to alerts. 

It would be nice for support agents to receive the alerts the same way they receive incidents in the app. 

[Dr Atul G- LNG · Accepted solution]

Hi @Robin26 

There is a dedicated app available from an ITOM perspective. The ITOM Mobile Agent (within the Now Agent Mobile application) enables customers with Service Reliability Management access to efficiently handle alerts, incidents, and on-call schedules while on the go.

Key features include:

• Tracking alerts and incidents

• Receiving grouped notifications for alerts

• On-call support for alert notifications

• Requesting shift swaps

• Acknowledging and closing alerts

• Creating incidents directly from alerts

• Proposing, promoting, and viewing major incidents

https://store.servicenow.com/store/app/51591db81bd1e650ddfa16db234bcbf9

[Robin26]

Thanks for the tip. I'll check it out. Looks like it's newly introduced from Yokohama, which is timely for us. 

[Dr Atul G- LNG]

Hi @Robin26 

Correct, according to the app version, it was introduced only in Yokohama.