Push notification triggered by event from Workflow

Pavel Rodin · ‎08-19-2020

Hello dear Servicenowers!

I am getting familiar myself with Mobile Agent app now and very excited about it. There is a requirement to add more push notifications. From the current process implementation it is more convenient to make it through events (from Workflow) rather than based on condition. Unfortunately, when checking out Push notification definition I've not found an option to trigger it by an event (similar to email notification). Am I missing something or it's simply not available?

Thankful for any info!

Parneet1 · ‎08-19-2020

Hi Pavel,

I have recently created custom push notifications and triggered them using event in workflow. To your point, by using advanced view, we are able to see more fields which might not be relevant to push notifications but some of them can still be used. The ones that I have used are:

1. Send when: Event is triggered

2. Send to: Event param 1 contains recipient

These 2 are only available in advanced view. I understand various other, seemingly irrelevant fields might become available as well, but I see a point in that too. There can be a use case to trigger both email as well as push notifications (I had a scenario like this as well) for the same condition and to the same recipient. Here, we can make use of 1 notification to trigger both the email and the push. It works well. If we want to trigger just the push, we can remove values from email-specific fields (subject, Message HTML, Email Template) and select 'Push Message Only' checkbox.

I hope it helps. Let me know if you have further questions about it.

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Parneet1 · ‎08-20-2020

Hi Pavel,

Let's also validate the notification preferences. Would you mind going to self-service -> my notification preferences. Under 'notifications by category' header, scroll over to Uncategorized (because the notification has been created in the Uncategorized category) and click it, then click on your notification 'emergency change push test' and verify if ServiceNow Mobile Application channel has been selected. If not, you'd want to enable it to get it working.

To get this notification triggered as an email along with push, you'd also have to enable Primary Email Channel along with ServiceNow Mobile Application channel.

Let me know if the issue persists.

Pavel Rodin · ‎08-24-2020

Thanks Parneet, that one was missing and now I started to receive push notifications. It was great journey, thank you very much!

@Max Gonzalez appreciate you help too!

As a summary

Advanced view of push notification configuration is working approach.
Notifications preferences - both Primary email and ServiceNow Mobile Application must be enabled (I did have only ServiceNow Mobile Application on)
A notification must be linked to a Push Application.

Thanks again to you both!

Parneet1 · ‎08-26-2020

All my pleasure, Pavel. Happy to contribute in my capacity.

Parneet