Delays in delivering mobile notifications

[akridl]

Does anybody please have experiences with delays in delivery of push notifications in mobile application ServiceNow Agent for Android ?

We are facing problem with delayed mobile notifications. We are working as night on-call support which should be woken up / react based on received mobile notifications. Despite all for us known power / battery saving Android options are disabled, often happens that notification is received in the morning at the moment of first time "touch" / unlock phone. But in fact was notification triggered by ServiceNow few hours back. It looks like ServiceNow Agent for Android is in some kind of sleeping mode during night / long term inactivity / not on charger or so (but during day no such long delays). The same behavior we see on 2 types of mobile phones, different Android versions, different provider. This is for us not new issue, we see it since we use mobile app (~1 year). But parallel testing of notifications using iPhone application looks deliver on time.

Are there please for example any recommendations of configuring / tune Android settings ? Or any other ideas please ?

Thank you

Andrej

[Topi]

Hi,

Did you get it working? 

For the android-devices, you could try adding the sncGoogleKeys JSON object to your push message content. I believe this is a relatively new feature, and we recently added it to our own push notifications. So adding this bit to your "Push Notification Message Content" [sys_push_notif_msg_content] _could_ do the trick:

json["sncGoogleKeys"] = { 
          "android": { 
              "priority": "high" 
          }, 
          "priority": "high" 
      }; 

Additionally, you could try out configuring your relevant notifications as "critical alerts" which in theory could be handled differently on the phone (but it seems it is only intented to go through "do not disturb" -modes if that is enabled on the phone, so maybe it has no effect). More here: https://docs.servicenow.com/bundle/xanadu-mobile/page/administer/tablet-mobile-ui/reference/mobile-c...  

I'm currently troubleshooting same kind of issues with iOS devices, but in my case, I'm starting to lean towards network issues since our users have VPN active on their phones.

-Topi

[akridl]

Hello Topi

thank you very much for your hint. With my SN roles I can't check / change content of notification but I contacted our internal SN support for the same. I will update here once we will see any improvement.

Andrej

[akridl]

Hello Topi

after longer time of investigation by ServiceNow - this is the result:

"I have checked the example that you have provided and concluded that there is no delay in the delivery of the push notification on the ServiceNow application side. We are seeing the push notification being submitted to Google and Apple delivery service within 2 minutes of the notification being triggered.

I have been advised that the delivery of the notifications to the device is outside scope of ServiceNow.
We believe that neither Apple or Google provide guarantees on the delivery of notifications within a certain time.

I think maybe you need to verify if this is specific to the setup of the mobile phones that are affected.
You could try the Android or IOS support sites."

Meanwhile I tried to install Android application which should keep phone "always on" but after few days  I don't think this is a good idea - battery consumption is high, addons, application permissions, ... I am now playing with an idea to root my phone and disable DOZE at all (https://developer.android.com/training/monitoring-device-state/doze-standby) but I am not Android expert nor software engineer. Let's see

In case of update of notification body you advise, it was internally not accepted so not able to test if it could help unfortunately.

Thank you

Andrej