Need Reliable Audio Alert Solution for New Incidents in On-Premise MSP Instance

[MonikaR2602]

Hi Community,

We are working on an On-Premise MSP instance and have a requirement from one of our clients to trigger an audio (voice) alert whenever a new Incident is created in the system. The goal is to notify all logged-in users immediately within the ServiceNow UI, without relying on emails or push notifications.

We initially tried implementing this using a custom widget on the Service Portal to play a sound when a new Incident is logged (Referred : https://developer.servicenow.com/connect.do#!/share/contents/5104788_incident_sound_alerts_widget?t=...). While this approach works intermittently, it has some limitations:

• It only works if the user keeps the page open and active.

• Audio does not always play consistently across sessions or browsers.

We're now looking for a more reliable and consistent solution—something that:

• Triggers audio alerts every time a new incident is created.

• Does not rely solely on the user keeping the portal page in focus.

Has anyone successfully implemented something similar? Are there best practices or alternative approaches that would work well in an On-Premise MSP setup?

Any guidance, sample implementations, or suggestions would be greatly appreciated!

Thanks in advance!

@Chuck Tomasi, @Ankur Bawiskar , @Dr Atul G- LNG 

[Dr Atul G- LNG]

Hi @MonikaR2602 

Greetings!!
You can check this post of @Ishaan Shoor 

https://www.servicenow.com/community/developer-blog/incident-sound-alerts-widget/ba-p/2396091

I am not sure how much useful it is for you.

Now, regarding your issue, I believe it’s entirely based on which page the user opens and what settings they have. I would recommend connecting with your ServiceNow account manager, as the reason could be related to it being on-premise, which may have some limitations.