Configure push notifications for mobile activity stream mentions

Enable users to alert their contacts, through the use push notifications, that they are mentioned in a thread. The user enters the @ character followed by the contact's name in a record's activity stream, for their contact to be alerted.

Before you begin

Role required: admin

Procedure

1. Create the push notification message content, which defines where you are pushing the notification to.
   1. Navigate to System Notification > Push > Push Message Content in the filter navigator.
   2. In the Push Notification Message Content form, select New.
   3. On the form, fill in the fields.

      Table 1. Push Notification Message Content form

      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 defaults to the current application.
      Push app	Mobile app that uses your push notification. Enter ServiceNow Mobile Application for the Mobile Agent app. Enter ServiceNow Request Application for the Now Mobile app.

   4. In the Push Message Generation field, copy the following sample JSON code and paste it in the field.

      (function buildJSON(/*GlideRecord*/ current, /*String*/ message, /*Object*/ attributes) {
      
          var layoutFieldGenerator = new global.NotificationLayoutFieldGenerator();
          var json = {};
      	var deepLinkGenerator = new global.MobileDeepLinkGenerator("<client type>");
      		
          var link = deepLinkGenerator.getFormScreenLink('<form_screen_sys_id>', current.getValue("table"), current.getValue("document"));
          json = {
              "aps" : {
                  "sound" : "default"
              },
              "Link": link
          };
          
          return json;
          
      })(current, message, attributes);

      Customize the values in the code:

      1. Locate the sys_id of the record screen by right-clicking on the screen name and selecting Copy sys_id.
      2. Replace the <form_screen_sys_id> portion of the code with the sys_id.
      3. Define a client type in the variable global.MobileDeepLinkGenerator Possible values are:
         • agent
         • request
         • onboarding
   5. Select Submit.
2. Create a message for the user's contacts to receive when they are mentioned in a record's activity stream.
   1. Navigate to System Notification > Push > Push Messages.
   2. In the Push Notification Message form, select New.
   3. On the form, fill in the fields.

      Table 2. Push Notification Message form

      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 defaults to the current application.
      Push app	Mobile app that uses your push notification. Note: Make sure to enter the same mobile app entered in the Push app field in the Push Notification Message Content form.
      Push Message Content	Select the push message content you created.
      Table	Table containing the records relating to your notification. Select live_notification.
      Message	Message that appears to the user's contacts, informing them they are mentioned.

   4. Select Submit.
3. Create the push notification and define when to send it, who receives it, and what it contains.
   1. Navigate to System Notification > Push > Push Notifications.
   2. In the Push Notification view form, select New.
   3. On the form, fill in the fields.

      Table 3. Push notification view form

      Field	Description
      Name	Name of your push notification. This name is not visible to your users.
      Active	Option for determining whether the push notification is active. Select this option.
      Table	Table containing the records relating to your notification. Select the same table as the push notification view form, live_notification.
      Push Message Only	Option that determines whether to send a push notification to a mobile device. This field is automatically selected and is read-only by default.
      Category	Category to which this notification belongs. A category identifies and groups related notifications. This category defines which actions are available in the push notification.

   4. Select the When to send tab and then select Inserted.
   5. Select the Who will receive tab and then select the lock icon () in the Users/Groups in fields.
   6. Move User to the selected list.
      Note:

      If the notification is addressed to a user with an inactive record in the User [sys_user] table, the notification is not sent.
   7. Select the What to send tab and select the lock icon () next to the Push Messages field.
   8. Select the reference lookup icon () to open the Push Notification Messages page.
   9. Select the push notification message you created.
      The push notification is listed as one of the available messages in the What to send tab.
   10. Select Submit.
4. Enable your mobile app settings for notifications.
   1. Select the Settings icon () and select the Notifications tab.
   2. Verify that Allow Notifications is enabled.
   3. Verify that the mobile app you selected to receive notifications is enabled by noting the setting of either the ServiceNow Mobile Application or ServiceNow Request application field.