Agent App Critical Alert for On-Call User

[John Johnson]

Hello,

Does anyone know the specific steps needed to create a Critical Push Notification for the ServiceNow Agent Application?  The trigger would be if a P1 or P2 incident was created, or an incident was changed to a P1 or P2 Incident.

Also, We are using the 'ServiceNow OnSolve It Alerts' connector if anyone has information for that as well.

[Tanushree Maiti]

Hi @John Johnson 

Refer: How to configure custom push notifications in the ServiceNow Mobile / Agent application

           Servicenow Doc: Configure push notification message content 

          https://www.youtube.com/watch?v=x8Sbep-0cLg

1. Create the Push Message Content and Notification

• Navigate to System Notification > Push > Create Push Notification.
• Switch the form view to Advanced.
• Configure the When to Send conditions:
1. Priority is 1 - Critical, OR
2. Priority is 2 - High
• Configure the Who Will Receive section:
1. Select the appropriate recipients, such as on-call groups, assigned users, or users with specific roles.
• Configure the What It Will Contain section:
1. Associate a custom Push Message record.
2. Select the appropriate ServiceNow mobile application (for example, the Agent app).

1. Register the Push Notification

• Navigate to System Notification > Push Application and open the parent mobile application.
• In the Push Default Registrations related list, create a new registration record.
• Map the newly created P1/P2 push notification to the registration record to ensure users receive the notification by default.

1. Configure the Mobile Critical Alert Settings

To ensure notifications override device silent mode and are delivered as critical alerts:

• Configure an actionable push notification.
• Define the appropriate JSON payload, including:
1. "critical": true
2. Required sound parameters
• Verify that the payload is correctly associated with the push notification configuration.

1. Create the Trigger Mechanism

• Create an After Insert/After Update Business Rule on the Incident [incident] table.
• Add logic to identify P1 and P2 incidents.
• When the conditions are met, trigger a custom event using:
• gs.eventQueue('incident.p1_p2_mobile', current, '', '');
• Associate the event with the push notification so that mobile users receive the alert when a P1 or P2 incident is created or updated.

[Tanushree Maiti]

Hi @John Johnson 

Regarding 'ServiceNow OnSolve It Alerts' connector :

Refer: Stored App: OnSolve IT Alerts 

Key features

Integration with OnSolve products (OnSolve, Send Word Now and MIR3) notification services, providing ability to launch notification messages directly from the Incident Page or via Business Rules.

Send Word Now is part of the Crisis24 Mass Notification portfolio, previously OnSolve, that helps organizations prepare for, respond to and recover from critical events and streamline everyday business communications. 

(Refer: https://www.crisis24.com/lp/send-word-now)

Check this as well: OnSolve Announces Integration with ServiceNow® IT Service Management