Understanding System/Push Notifications

[DylanB]

Hello, we are starting to use the ServiceNow Mobile app and I'm struggling to find the information I need to understand how System notifications relate to Push notifications on the ServiceNow Mobile app. 

We want to make sure that for every system notification we have, if the "When to Send" conditions are triggered, it will send a system notification email, as well as a mobile app notification. 

The way I'm understanding it is that unless "Push Message Only" is checked under "What it Will Contain", a notification will be sent via email and mobile app notification. If that's the case, I'm not sure I understand the purpose of the Push Messages field on the "What it Will Contain" section of the System Notification.

[Ravi Shrestha · Accepted solution]

Let me clarify the relationship between the two and how they work in the ServiceNow Mobile app.

System Notifications are primarily used to send email notifications to users when certain conditions are met. The "When to Send" section determines the conditions under which the notification is triggered.

Push Notifications, on the other hand, are designed specifically for the mobile app. They provide real-time alerts on users' mobile devices when certain conditions are met, without requiring the user to be actively using the app.

Now, let's address your concern about ensuring that both email and mobile app notifications are sent.

To ensure that an email notification is sent, configure the "When to Send" section with the appropriate conditions and make sure the "Send Email" checkbox is selected in the "What it Will Contain" section.

To send a mobile app Push Notification, you need to configure a separate notification. You can follow the steps:

1. Create a new notification or clone the existing email notification.
2. In the "When to Send" section, configure the same conditions as the email notification.
3. In the "What it Will Contain" section, deselect the "Send Email" checkbox, and select the "Push Message Only" checkbox.
4. Configure the "Push Messages" field with the desired content for the mobile app notification.

Let me know if it was helpful.

[DylanB]

Thank you for the explanation Ravi!