Mobile Notification for a Case navigates to this Case in NOW mobile app

[Vasilis Anastas]

Hello, 

I use CSM. I want end users (customer contacts with external role) to have access in Now mobile app. I am ok with that. My problem is on notifications. At the beginning end users didnt have access to notification prefernces (on/off). Giving them access to 3 ACL , I solved this problem but they still didnt receive any notification. I found a solution in community(https://www.servicenow.com/community/mobile-apps-platform-articles/send-push-notifications-using-eve...). I made a trigger push notification when a case is created and seems to works fine.
Inside puss message content I have this code:

(function buildJSON(/*GlideRecord*/ current, /*String*/ message, /*Object*/ attributes) {

var layoutFields = {"Identifier" : "number", "Description" : "short_description", "Status" : "state" };

return new global.ActionablePushPayloadBuilder(current, "140e63c787633910b3140d090cbb354c",

layoutFields).buildJSON();

 })(current, message, attributes);

So, notification is coming but when I tap on it , nothing is happen. I want to redirects me to the specific Case. 
I read about Category field in push mobile notifications. Is this the solution? I cant find something to help me.

[Ahana 01]

To set up mobile notifications for a case that navigates to this case in the NOW mobile app, you need to follow these steps:

1. **Create a Mobile Notification**:
- Navigate to System Notification > Notifications.
- Click on New to create a new notification.
- Fill in the necessary fields, such as Name, Table (for example, Case), and When to send (for example, Insert).
- In the Who will receive section, select the appropriate user or group.

2. **Set up the Message**:
- In the What it will contain section, write your message. You can use field variables to include specific case details in the message.

3. **Configure the Notification's Click Action**:
- In the same notification record, navigate to the Mobile section.
- In the Click Action field, select Open Record.
- In the Table Name field, enter the table name of the case (for example, sn_customerservice_case).

4. **Activate the Notification**:
- Once you've configured the notification, click on Submit to activate it.

5. **Test the Notification**:
- To test the notification, create a new case or update an existing one based on the conditions you set in the When to send field.
- You should receive a notification on your mobile device. When you click on the notification, it should open the specific case in the NOW mobile app.

Remember, for this to work, users must have the ServiceNow mobile app installed on their devices and must be logged in to their accounts.

nowKB.com

[sumanta pal]

Here are the steps to implement push notifications for end users in ServiceNow using the Now Mobile app:

1. Create a new Push Notification:
- Navigate to System Notification > Push Notifications.
- Click on New to create a new push notification.

2. Define the Push Notification:
- Fill in the necessary fields such as Table, When to send, Who will receive, etc.
- In the Message field, you can use the script you provided to build the JSON payload for the push notification.

3. The script you provided uses the ActionablePushPayloadBuilder API to build the JSON payload for the push notification. This API takes three parameters:
- current: The current GlideRecord.
- sys_id: The sys_id of the push notification.
- layoutFields: An object that maps the fields in the push notification to the fields in the GlideRecord.

4. The layoutFields object in your script maps the "Identifier", "Description", and "Status" fields in the push notification to the "number", "short_description", and "state" fields in the GlideRecord, respectively.

5. After defining the push notification, click on Submit to save it.

6. Test the push notification:
- Create a new case or update an existing one that meets the conditions defined in the push notification.
- The end user should receive a push notification on their Now Mobile app.

7. If the end user still does not receive the push notification, check the following:
- Make sure the end user has the Now Mobile app installed and logged in.
- Check the ACLs for the end user. They should have read access to the table and fields defined in the push notification.
- Check the push notification logs for any errors. You can access the logs by navigating to System Logs > Push Message Logs.

Remember, the end user needs to have the ServiceNow mobile app installed and be logged in to receive push notifications.

For asking ServiceNow-related questions try this :

For a better and more optimistic result, please visit this website. It uses a Chat Generative Pre-Trained Transformer ( GPT ) technology for solving ServiceNow-related issues.

Please visit : https://nowkb.com/home
Our Website :https://nowkb.com/home
Link - https://nowgpt.ai/

[Jason Williams]

Hi @Vasilis Anastas,

If this is still an issue, you can check out this app that I've uploaded to the Share that guides you through all the steps required to configure/test Mobile Push Notifications:

https://developer.servicenow.com/connect.do#!/share/contents/7077092_push_notification_wizard_a_cust...

Hope this is of some use.

Thanks,

Jason