Issue with Push notifications from ServiceNow instance to mobile having SNOW app

[Nitin64]

Hi,

I am facing same issue of not able to send push notifications from ServiceNow instance on change of State in an INCIDENT.

I have created the notification, notification message, notification message content and registred the mobile app.

Still I dont see push notifications delivered to my phone having ServiceNow mobile app.

Under System Logs -< Push Notifications, there are no no updates or error.

I followed this link - https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/notification/concept/c_PushNotifications.html

Thanks,

Nitin

[David Ha]

Hi nitinbabar,

If your push notification is correctly configured and not showing up on your logs, try checking if notifications is enabled on your instance.

On the user who is receiving the push, impersonate and check the system settings for notification on your instance. Make sure it's enabled as shown in the attached screenshot.

It is also possible your push was misconfigured -- i'd recommend opening up a ticket so a technical support engineer can take a closer look and help troubleshoot.

Best,

David

[SebastianB]

Hi Nitin,

things that you may check:

- Did you register the Notification to your app:

- when creating a new app it is necessary to log out and log in again, otherwise you will not get the notification on your device

Regards

Sebastian

[Nitin64]

I have already registered the app as above on my instance. There are no errors in logs which is adding to the confusion.

[David Ha]

Hi nitinbabar,

Here are common things to check for when troubleshooting Push when it is not triggering:

- Are out-of-the-box push notifications working for you?

- Start by trying to force triggering your push by removing all your 'when to send' conditions and working backwards

- Did you copy the sys_id from the master detail screen of the applet you are trying to trigger?

- Did you copy the correct JSON payload from product documentation?
https://docs.servicenow.com/bundle/orlando-mobile/page/administer/tablet-mobile-ui/task/sg-mobile-se...

- Did you select 'ServiceNow Mobile Application' for your push app?

- Did you checkbox 'Inserted' and 'Updated' on when to send?

- Did you complete the last step on product documentation to register your push notification?

If none of the above applies, please open up a ticket so a technical support engineer can take a closer look and help troubleshoot your push notification.

Best,

David