Deploying Major Incident to replace a decade's old tech communications platform that's heavily reliant on pagers.
The emerging red hot feature they want is pushing notifications to ServiceNow Agent on mobile. Dealing with complications with how Major Incident is structured:
MAJOR INCIDENT & COMS
big feature for MI is concept of Com Plan. Com Plan lays out tasks for communicating through the MI process. When you "send" a planned Com it looks like this:
…. which opens this...
Yes... that's true. So now I'm being super creepy by intercepting a sys_email record, changing its send status to ignored, then loading its reference into the parameter of an event. I've got an Incident Management notification that catches that event and uses a mail script to populate the content of the notification. From there, the normal Mobile App configuration can get its hooks in.
Some Frustrating Bits
Why is that Com Plan task an email send? I wish to hell it fired a conventional notification rather than shortcutting to sys_email.
Why WHY doesn't the sent email sent from ComPlanTasks show up in the Major Incident?
Is my "intercept the sent email" solution too risky a customization, as cunning & devious as it is?
Is anyone successfully sending mobile push notifications from an otherwise conventional Major Incident implementation?
