Configurable actionable notifications for ITSM Mobile Agent

With configurable actionable notifications for ITSM Mobile Agent, you can perform actions based on push notifications without having to open the ITSM Mobile Agent application.

You can associate up to three actions with a push notification. These actions must refer to an existing mobile function. The following function types of actions are supported:

• Action item
• Navigation
• URL
• Chat launcher

Process for creating actionable push notifications

Create actionable push notifications using the following process:

1. Create an actionable push notification for ITSM Mobile Agent.
2. Create a push action category.
3. Create function for each push action.
4. Map functions with push actions on the actionable push notification.
5. Create push message content.
6. Create a standard notification.

Create an actionable push notification for ITSM Mobile Agent

Create a push notification for various actions performed on the ITSM Mobile Agent application.

Before you begin

Role required: admin

Procedure

1. Navigate to All > System Mobile > Mobile Push Notifications > Push Notifications.
2. Click New.
3. In the push notification form, fill in the fields.

   Table 1. Push notification form

   Field	Description
   Name	The name of your push notification. Note: This name does not appear to users viewing the notification.
   Application	The scoped application for your notification. This field automatically uses the current application scope.
   Actionable	Option for making a notification actionable.
   Screen	Optional screen associated with your notification. Displays to a user when they tap on the notification.

4. Click Save.

Result

The notification record is created, and the Push Action Instances related list appears on the form.

Create a push action category

Create a push action category if any of the pre-defined push action categories do not meet the business requirements.

Before you begin

Role required: admin

Procedure

1. Navigate to All > System Mobile > Mobile Push Notifications > Push Action Categories.

   Table 2. Push action categories

   Action	Description
   accept-reject-back	Displays Accept and Reject buttons. Users can select an option without opening the app.
   Accept-Reject-fore	Displays Accept and Reject buttons. The app opens when the user selects an action.
   accept-rejectwcomments-back	Displays Accept and Reject buttons. When users select the Reject option, a confirmation dialog box appears that requires the user to provide a message and click Send.
   ack-escalate-ignore-back	Displays Acknowledge, Escalate, and Ignore buttons. Users can select an option without opening the app.
   approve-reject-back	Displays Approve and Reject buttons. Users can select an option without opening the app.
   approve-rejectwcomments-back	Displays Approve and Reject buttons. When users select the Reject option, a confirmation dialog box appears that requires the user to provide a message and click Send. Users can select an option without opening the app.
   confirm-reschedule-cancel-back	Displays Confirm, Reschedule, and Cancel buttons. Users can select an option without opening the app.
   joinbridge-fore	Displays a Join Meeting button. Tapping this button opens the app.
   PromoteWComments-RejectWComments-fore	Displays Promote and Reject buttons. When users select either option, a confirmation dialog box appears that requires the user to provide a message and click Send.
   queuerejoin-openincident-back	Displays Online Check-in and Open Incident buttons. Users can select an option without opening the app.
   queuestay-queueleave-back	Displays Stay in Queue and Leave Queue buttons. Users can select an option without opening the app.
   yes-no-back	Displays Yes and No buttons. Users can select an option without opening the app.

2. Select New.
3. In the push action category form, enter a name for the category in the Name field.
4. Select the lock icon () next to the Actions field.
5. Select the reference icon () to display the Push Actions list and select the actions for the push action category.
6. Select Save.

Create a push action

Create a push action if any of the pre-defined push actions do not meet the business requirements.

Before you begin

Role required: admin

Procedure

1. Navigate to All > System Mobile > Mobile Push Notifications > Push Actions.
2. Click New.
3. In the push action form, fill in the fields.

   Table 3. Push action form

   Field	Description
   Label	Text your users will see in the notification for this action.
   Application	Scoped application for this record. This field automatically populates.
   Name	Name of the push action.
   Foreground	When enabled, the app opens when your users select this action.
   Response Type	Options are: Simple Text response
   Placeholder Text	Placeholder text to your users when they initiate the actionable push.

4. Click Save.

Create functions for notification push actions

Create a mobile function for each function in the action category. These actions perform tasks on your instance based on what the user selects in the notification.

Before you begin

Role required: admin

Procedure

1. Navigate to All > System Mobile > Functions.
2. Click New to create a new function record.
3. Create a function for one of your push actions.
   When selecting a function type in the Type field, you must select one of the function types supported for actionable push notifications:

   • Action item
   • Navigation
   • URL
   • Chat launcher

   For information on function types, and detailed steps for creating functions, see Mobile functions.

4. Create additional functions for each push action.
   For example, if you have selected ack-escalate-ignore-back as your push notification category, your notification displays the Acknowledge, Escalate, and Ignore buttons. Create a function to determine the behavior of each of these buttons.

What to do next

Map functions with push actions for actionable push notifications

Map functions with push actions for actionable push notifications

Associate functions to the actions for an actionable push notification.

Before you begin

Role required: admin

Procedure

1. Navigate to All > System Mobile > Mobile Push Notifications > Push Notifications.
2. Open a notification.
3. In the Push Action Instances related list, click New.
4. On the form, fill in the fields.

   Table 4. Push action instance form

   Field	Description
   Push Notification	Push notification associated with this push action instance. This field is automatically filled in with your push notification.
   Application	Scoped application associated with this record. This field is automatically filled in with the current application.
   Push Action	Push action from your push notification record. Select one of the available actions.
   Button	Function to associate with the push action. This action triggers when a user uses the action listed in the Push Action field.

5. Click Submit.

Example

This example notification uses the accept-rejectwcomments-back in the Category field. Clicking the preview icon () shows the two actions used by this category: Accept and Reject.

In the example push action instance, the Approve push action is selected in the Push Action field, and the Approve REQ /w comments function is selected in the Button field. The instance executes this function when a user taps the Approve button in the notification.

Create push message content

Create the content of the message to be displayed as a notification.

Before you begin

Role required: admin

Procedure

1. Navigate to All > System Mobile > Mobile Push Notifications > Push Notifications.
2. Open the notification.
3. Click Create Push Message Content in the Related Links section.
4. On the form, fill in the fields.

   Table 5. Push Notification Message Content form

   Field	Description
   Name	Name of your push message content record. This name is not visible to your users.
   Application	Scoped application associated with this record. This field is automatically filled in with the current application.
   Push app	Mobile Agent app on which the push notification is displayed.
   Push Message Generation	The script that generates the push notification. When you create message content, this script is automatically generated.

5. Click Submit.

Create a standard notification

Create a record to determine the information to be displayed for a notification.

Before you begin

Role required: admin

Procedure

1. Navigate to All > System Notification > Push > Create Push Notification.
2. On the form, fill in the fields.

   Table 6. Push notification form

   Field	Description
   Name	Name of your notification. This name is not visible to your users.
   Active	Option for determining whether the notification is active. The instance does not send inactive notifications to your users.
   Table	Table containing the records relating to your notification. For example, notifications about new incidents use the Incident [incident] table.
   Push Message Only	Indicates the notification is a push message only. This field cannot be changed.
   Category	The category for your notification. This field value is Uncategorized by default.

3. Right-click the form header and select Save.
4. Configure the push message for your standard notification.
   1. Select to display the What to Send tab.
   2. Select the lock icon () next to the Push Messages field.
   3. Select the reference icon () to display the Push Notification Messages list.
   4. Select New.
   5. On the form, fill in the fields.

      Table 7. Push Notification Message form

      Field	Description
      Name	Name of your push notification message record. This name is not visible to your users.
      Application	Scoped application associated with this record. This field defaults to the current application.
      Push App	Mobile Agent app on which the push notification is displayed.
      Table	Table containing the records relating to your notification. For example, a notification about new incidents would use the Incident [incident] table.
      Push Message Content	The record for the push message content.
      Message	Text the user sees in the push notification, for example, An incident has been assigned to you.

   6. Select Submit.
5. In the Notification form, select Update.