Set up mobile push as a contact method for an on-call escalation

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Enable users to receive mobile push notifications for on-call escalations.

    Before you begin

    Role required: admin

    Procedure

    1. Install ServiceNow Agent and enable mobile push notifications from the Notifications tab.
      For information on this tab, see Base system functionality for ServiceNow mobile.
      The mobile push appears as a communication channel in the ServiceNow instance.
    2. Select Mobile push as your preferred notification channel while defining the escalation settings for a user group.
      For information on escalation settings, see Escalation and reminder settings for rosters.
    3. For the required user group, create a trigger rule that uses the On-Call: Assign by Acknowledgement trigger workflow.

      If a user or shift manager sets the preferred contact channel as mobile push, a mobile push notification is sent to the user along with the actions that a user can perform.

      For information on creating a trigger rule, see Create an escalation trigger rule.