---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Enable critical alerts in Do Not Disturb mode

# Enable critical alerts in Do Not Disturb mode {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure ITSM Mobile Agent so that agents receive critical push notifications even when their mobile device is in Do Not Disturb mode.

## About this task

The Override do not disturb to receive critical push notifications feature lets ITSM managers reach on-call agents. Agents' mobile devices can receive alerts even when set to Do Not Disturb mode.

This feature uses a prompt property and an optional reprompt property. The reprompt property resends the pop-up message to agents who didn't enable the setting initially.

## Before you begin

Role required: admin

## Procedure

1. Enter <kbd class="ph userinput">sys_sg_properties</kbd> in the navigation filter.
2. On the mobile properties page, switch to Global scope.
3. Select New and create a property with the following details:  
   * Name: critical_alerts_request_prompt
   * Type: True/False
   * Value: <kbd class="ph userinput">true</kbd>
   * Mobile Application: Agent
   {#enable-override-do-not-disturb-to-receive-critical-alerts__ul_rtm_ztx_yzb}
4. Select the Active option.
5. Ensure that the value is True and select Update to create and apply the property.  
   Note:  
   After creating this property, users must log out and then log back in for the change to take effect.
6. Log in to the ITSM Mobile Agent application.
7. When prompted to Enable Override Do Not Disturb To Receive Critical Alerts, select Open Settings.  
   Note:  
   If you log in to ITSM Mobile Agent using an iOS device, when prompted to Enable Override Do Not Disturb To Receive Critical Alerts, select Allow.
8. On the Do Not Disturb access settings page, select the ITSM Mobile Agent application from the list.
9. Select the Allow Do Not Disturb toggle switch.
10. Confirm by selecting Allow.  
    You receive critical alerts even when your device is in Do Not Disturb mode.
11. **Optional:** To resend the Override do not disturb to receive critical alerts pop-up message to agents who didn't enable the setting initially, configure a reprompt property:  
    1. Enter <kbd class="ph userinput">sys_sg_properties</kbd> in the navigation filter.
    2. On the mobile properties page, select New and create a property with the name critical_alerts_request_reprompt and the same configuration as the critical_alerts_request_prompt property.
    {#enable-override-do-not-disturb-to-receive-critical-alerts__ol_cnk_gmb_zzb}