Push notification setup with a custom push application for ServiceNow mobile apps

  • Release version: Zurich
  • Updated July 31, 2025
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    Summary of Push notification setup with a custom push application for ServiceNow mobile apps

    This guide explains how ServiceNow customers can configure push notifications when using their own custom mobile or push application instead of the default ServiceNow mobile app. Setting up push notifications with a custom app requires collaboration between a push admin (or mobile app developer) and a system administrator. The process involves registering the custom app, configuring push message content, and managing device channels automatically created upon user login from a mobile device.

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    This configuration is distinct from the setup for the standard ServiceNow mobile push application and targets developers building customized push apps.

    Key steps for push admins

    • Activate push notifications: Complete initial activation steps and assign the pushadmin role to the mobile app developer within your organization.
    • Upload a push certificate (iOS only): Upload the necessary push certificate to your ServiceNow instance to enable iOS device connectivity with the push notification system.
    • Create a push application record: Register your custom mobile app with the ServiceNow instance. This allows the system to link devices and push applications to identify recipients for notifications.
    • Create push message content: Develop JSON payloads that define how push notifications appear in your app, including whether users can respond to messages.
    • Optional configurations: Define reusable push message attribute definitions, override attribute values for specific messages, and create server-side push actions (scripts) to handle user responses to actionable notifications.

    Key steps for system administrators

    • Create and configure push messages and notifications tied to the custom app.
    • Optionally, customize the content of push notifications.

    Next steps

    Use the Push Installation API to opt users into receiving push notifications for the custom app, ensuring proper delivery and user engagement.

    This setup enables ServiceNow customers to fully customize and control how push notifications are delivered and handled within their proprietary mobile applications, extending the platform’s mobile engagement capabilities beyond the out-of-the-box ServiceNow mobile app.

    If you are using your own custom mobile or push application, you must configure your app for use and set up the push contents.

    Setting up a push notification infrastructure that uses a custom push app involves a push admin (also called push app developer or mobile app developer) and system administrator. When push admins create a customized push app, they also configure the app, its push message content (payload generators), and optional attributes, such as push action scripts. The admin creates and updates the push notifications for the custom push app. After users install the custom push app and initially log in to their instance from their mobile device, the system automatically creates a device (channel) for the custom app.

    Note:
    These instructions are intended for users who develop their own customized push application. You do not need to configure the ServiceNow mobile push application.

    This process describes configuration used in the ServiceNow mobile app. Push Notification configuration for the current ServiceNow mobile UI can be found at Mobile push notifications

    Figure 1. Push notification setup tasks for a custom push app
    Push notification setup tasks for a custom push app

    Before you begin

    Complete the steps in Activate push notifications.

    Assign the push_admin role to your organization's mobile app developer.

    What to do — push admin

    Configure push notifications for your custom push app. This process differs for iOS and Android devices.

    1. (iOS only) Upload a push certificate to your instance

      Upload a push certificate to your instance so that you can use it later to connect your iOS device to the push notification system.

    2. Create a push application record for your custom app

      Register your customized mobile application with your instance to receive push notifications for the application. The instance uses this push application record to identify the device + push application combination necessary to determine a push notification recipient.

    3. Create push message content

      Create a JSON content payload for different types of push notifications. The content determines how a push notification appears on the push application, and whether the user can send a message in response to the push notification. The push admin can create attribute definitions that specify a default push action script or string, for use in the push message content.

    4. (Optional) Create a push message attribute definition

      Push message attribute definitions allow you to create reusable properties for push message content specification.

    5. (Optional) Create an attribute value or action for a push message

      You can create attribute values that override the default attribute definitions used in the push message content.

    6. (Optional) Create a push action

      A push action is a server-side script that runs when the instance receives a response to an actionable push message.

    What to do — admin

    Create the push messages and push notifications: The administrator creates the push messages, sets up push notifications for the custom push app, and if desired, the content.

    Next steps

    Use the Push Installation API to opt users in to receive push notifications. For more information, see Push Installation API.