Notifications not working properly- Agent Mobile App

[NishaB]

Hi,

I've installed Agent Mobile App and logged in to my dev instance . All the notifications are properly getting received in the Notifications navigation tab. But when I logged in to my qa instance , I'm not receiving all the notifications inside the Notifications tab. Why is it so? For example, I've attached an image. The image is showing all the notifications. But the notification titled 'Incident Created is not getting received in the navigation tab. But the notification titled 'Incident assigned to group' is working. All these notifications are active. But in the dev , all notifications are working.

[Siddhesh Jadhav]

Hi @NishaB,

Please check the following in QA:

• Event firing → confirm the “incident.created” event is logged in System Logs > Events.

• Notification conditions → verify filter/role/channel match Dev.

• User preferences → ensure push/mobile is enabled for your user.

• Compare Dev vs QA → sometimes the event trigger or condition differs.

If the event isn’t logged → fix the BR/event.
If event exists but no notification → adjust notification record.

Thanks & regards,
Siddhesh Jadhav
ServiceNow Community Rising ⭐ Star 2025

Please mark this answer helpful and accepted if it resolved your query.

[NishaB]

Hi @Siddhesh Jadhav ,

I checked the above things in QA. 

1. The event incident.assigned is there instead of incident. created and it is present in System Logs> Events.

2. All the notification conditions are same as that of dev

3. The user preferences are enabled

4. The notification record in QA is same as that of dev.

Can you please help on the next step? When the incident is created, messages are displaying. But it is not coming in the Notifications tab and the corresponding Push Notification is not displaying