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

Vasilis Anastas
Tera Expert

‎01-12-2024 06:23 AM

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.
0 Helpfuls
  • 1,184 Views
2 REPLIES 2

Ahana 01
Tera Expert

‎01-20-2024 02:22 AM


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

0 Helpfuls

Jason Williams
Mega Sage

‎03-08-2024 06:19 AM

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

0 Helpfuls