View and reply to task comments from push notifications

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • As a Field Service agent, you can view and reply to the comments given by customers in work order tasks using push notification actions without opening the ServiceNow Agent mobile app.

    Before you begin

    Role required: wm_agent

    Procedure

    1. Navigate to the push notification received on your mobile device.
    2. Read the text displayed in the push notification to view the customer comment.
    3. Optional: Reply to the comment.
      1. Long-press the push notification.
      2. Enter your text in the Reply field.
      3. Notify the end user that you have responded by entering the name of the person in your text followed by the @ sign.
      4. Click Send.