Hi @Victor Guzman ,
I trust you are doing great.
Based on your description, it seems that users who are not administrators are encountering this problem, while administrators can activate the toggle without any issues. The affected users have roles such as "sn_customerservice.consumer," which are the roles we have configured for using the ServiceNow mobile app. The push we are using is the "ServiceNow Request Application."
You mentioned that you have already followed the process outlined in the ServiceNow Knowledge Base article (https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0859524), but it did not resolve the problem.
To further investigate and address this issue, we need to perform some troubleshooting steps. Here's what you can try:
Verify the Internet Connection: Ensure that the affected users have a stable and active internet connection on their mobile devices. The "Internet connection appears to be offline" message usually indicates connectivity problems.
Check User Role Permissions: Confirm that the "sn_customerservice.consumer" role has the necessary permissions to enable notifications on the Mobile app. Review the role's settings and make sure it includes the required access rights for notifications.
Review Push Notifications Configuration: Double-check the push notifications configuration for the "ServiceNow Request Application." Ensure that it is correctly set up and that the necessary configurations for notifications are in place.
Clear App Cache: Instruct the affected users to clear the cache of the ServiceNow Mobile app on their devices. Sometimes, cached data can cause unexpected issues. Clearing the cache can help resolve such problems.
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Thank you!
Regards,
Amit Gujrathi
