Configure when to send alert notifications for ITOM Mobile

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

    • Keep your teams informed by configuring when ITOM Mobile Agent sends a notification about an alert.

    Before you begin

    Role required: admin

    About this task

    By default, ITOM Mobile Agent sends a push notification and email when an alert meets these conditions:
    • Assigned to is empty - The alert isn't assigned to anyone.
    • State is not Closed - The alert state isn't closed. It's either empty, flapping, open, or reopen.
    • Severity is Critical - The alert severity is critical. It isn't clear, empty, OK, major, minor, or warning.
    You can update those conditions as needed. For example, the ITOM Mobile Agent app can send notifications for both critical and major alerts. However, if you customize the conditions, the conditions don't receive future release updates. That behavior is intentional to avoid overwriting your work.
    Note:
    To get push notifications, you must log in to ITOM Mobile Agent. If you log out, you only get email notifications.

    This procedure is for admins configuring alert push notifications and emails. To manage other notification features, see Customizing other mobile settings for ITOM Mobile Agent.

    Procedure

    1. Navigate to All > Mobile App Builder.
    2. Search for and select ITOM Mobile Agent.
    3. Select Mobile notifications.
    4. In the When to send section, update or add to the assigned to, state, and severity conditions.
      For example, adding the condition OR [Severity][is][Major] under the condition [Severity][is][Critical] sends a push notification and email when the Severity field of an alert is Critical or Major.
    5. Implement your changes by selecting Save.
      The page displays Your changes have been saved.

    What to do next

    To customize who receives emails about alerts, see Customize ITOM Mobile Agent email recipients. You can also customize other notification features, such as setting custom notification tones and overriding the Do Not Disturb setting for critical issues. See Customizing other mobile settings for ITOM Mobile Agent for more information.