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    Home Paris Mobile Configuration and Navigation ServiceNow Mobile Building and configuring mobile apps Mobile push notifications Configure actionable push notifications

    Configure actionable push notifications

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    Classic UI is going away on mobile!

    In Paris and future releases, the ServiceNow Classic app no longer receives enhancements or non-priority bug fixes. Migrate to ServiceNow® mobile to take advantage of our improved mobile features. For more detail, see Migrate from classic mobile to ServiceNow mobile.

    Configure actionable push notifications

    Include actions with your push notifications. Users can perform push notification actions without opening the app.

    Up to three actions can be associated 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
    Actionable push notifications

    Creating actionable push notifications

    Create actionable push notifications using the following process:
    Create a push notification
    Create a push notification your users will see on their mobile devices.
    Add a push action category
    Select a push category to determine what actions your users can take in a notification.
    Create functions for each push action
    Create mobile function for each function in the selected action category. These actions perform tasks on your instance based on what the user selects in the notification.
    Map functions with push actions on the actionable push notification
    Associate functions to the actions in your notification so the instance uses the correct function for each action.
    Create push message content
    Create a record to determine what information the notification displays to your users.
    Create a standard notification
    Create a standard notification your instance using the platform notifications.

    Create an actionable push notification

    Create a push notification your users will see on their mobile devices.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to 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 Whether the push notification is actionable. Click to enable this field.
      Screen An optional screen associated with your notification. The notification uses this screen. This screen displays to a user when they tap on the notification.
      Category Category of your notification. This field is visible only when the Actionable field is enabled. This category defines which actions are available in the push notification. You will fill in this field in later steps.
    4. Click Save.
      Your notification record is created. After saving, the Push Action Instances related list appears on the form.

    Add a push action category

    Select a push category to determine what actions your users can take in a notification. This category defines which actions your users can take when viewing a notification.

    Before you begin

    Role required: admin

    Procedure

    1. In the Push Notification record, select a category in the Category field. There are 12 base system categories to choose from on your instance.
      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. Users see a text field to enter comments when they select the Reject option. Users can select an option without opening the app.
      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. Users see a text field to enter comments when they select the Reject option. 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. Users see a text field to enter comments when they select either option.
      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.
      Your push notification displays buttons to your user in addition to the message content. In the next steps, you create functions that determine what happens when a users taps these actions.
    2. Right-click the form header and click Save.

    Create functions for each push action

    Create mobile function for each function in the selected 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 System Mobile > Functions.
    2. Click New to create a new function record.
    3. Create a new function for one of your push actions. When selecting a function type in the Type field, you must select one of the type 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 Acknowledge, Escalate and Ignore buttons. You need to create a function to determine the behavior of each of these buttons.

    Result

    You have functions to perform actions for each of the buttons that display in your push notification. In the next steps, you will associate these functions to the notification actions so your functions trigger when users tap the buttons.

    Map functions with push actions on the actionable push notification

    Associate functions to the actions in your notification so the instance uses the correct function for each action.

    Before you begin

    Role required: admin

    Procedure

    1. System Mobile > Mobile Push Notifications > Push Notifications, and open the notification you created in previous steps.
    2. In the Push Action Instances related list, click New.
    3. In the Push action instance form, fill in the fields.
      Table 3. Push action instance form
      Field Description
      Push Notification Push notification associated with this push action instance. This is automatically filled in with your push notification.
      Application Scoped application associated with this record. This 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. Select an action you created in previous steps. This action will trigger when a user uses the action listed in the Push Action field.
    4. Click Submit.

    Example

    This example notification uses accept-rejectwcomments-back in the Category field. If you click the preview icon (Preview icon), you can see that this category uses two actions: Accept and Reject.

    A push notification displaying a preview of the category record.

    In the push action instance shown here, 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 their notification.

    Push action instance associating an action with a function

    Create push message content

    Create a record to determine what information the notification displays to your users.

    Before you begin

    Role required: admin

    Procedure

    1. In your push notification record, click Create Push Message Content in the Related Links section.
      If you are not already in this record, Navigate to System Mobile > Mobile Push Notifications > Push Notifications, and open the notification you created in previous steps.
    2. In the Push Notification Message Content form, fill in the fields.
      Table 4. 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 is automatically filled in with the current application.
      Push app Mobile app that uses your push notification.
      Push Message Generation script that generates the push notification. When you create message content using these steps, this script is automatically generated.
    3. Click Submit.

    Create a standard notification

    Create a standard notification on your instance using the platform notifications.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to System Notification > Push > Create Push Notification.
    2. In the notification form, fill in the fields.
      Table 5. Push notification form
      Field Description
      Name Name of your Notification. This name is not visible to your users.
      Active Whether the notification is active. The instance does not send inactive notifications to your users.
      Table The table containing the records relating to your notification. For example, notifications about new incidents would use the Incident [incident] table.
      Push Message Only Whether the notification is a push message only. This field is read-only by default.
      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. Click to display the What to Send tab.
      2. Click the lock icon (Lock icon) next to the Push Messages field.
      3. Click the reference icon (Reference icon) to display the Push Notification Messages list.
      4. Click New.
      5. In the push notification message form, fill in the fields.
        Table 6. 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 app that uses your push notification.
        Table The table containing the records relating to your notification. For example, a notification about new incidents would use the Incident [incident] table.
        Push Message Content Select the record for the push message content you created in the previous section.
        Message Text the user sees in the push notification. For example, An incident has been assigned to you.
      6. Click Submit.
    5. In the Notification form, click Update.

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    Release version
    Choose your release version

      Configure actionable push notifications

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page
      Classic UI is going away on mobile!

      In Paris and future releases, the ServiceNow Classic app no longer receives enhancements or non-priority bug fixes. Migrate to ServiceNow® mobile to take advantage of our improved mobile features. For more detail, see Migrate from classic mobile to ServiceNow mobile.

      Configure actionable push notifications

      Include actions with your push notifications. Users can perform push notification actions without opening the app.

      Up to three actions can be associated 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
      Actionable push notifications

      Creating actionable push notifications

      Create actionable push notifications using the following process:
      Create a push notification
      Create a push notification your users will see on their mobile devices.
      Add a push action category
      Select a push category to determine what actions your users can take in a notification.
      Create functions for each push action
      Create mobile function for each function in the selected action category. These actions perform tasks on your instance based on what the user selects in the notification.
      Map functions with push actions on the actionable push notification
      Associate functions to the actions in your notification so the instance uses the correct function for each action.
      Create push message content
      Create a record to determine what information the notification displays to your users.
      Create a standard notification
      Create a standard notification your instance using the platform notifications.

      Create an actionable push notification

      Create a push notification your users will see on their mobile devices.

      Before you begin

      Role required: admin

      Procedure

      1. Navigate to 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 Whether the push notification is actionable. Click to enable this field.
        Screen An optional screen associated with your notification. The notification uses this screen. This screen displays to a user when they tap on the notification.
        Category Category of your notification. This field is visible only when the Actionable field is enabled. This category defines which actions are available in the push notification. You will fill in this field in later steps.
      4. Click Save.
        Your notification record is created. After saving, the Push Action Instances related list appears on the form.

      Add a push action category

      Select a push category to determine what actions your users can take in a notification. This category defines which actions your users can take when viewing a notification.

      Before you begin

      Role required: admin

      Procedure

      1. In the Push Notification record, select a category in the Category field. There are 12 base system categories to choose from on your instance.
        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. Users see a text field to enter comments when they select the Reject option. Users can select an option without opening the app.
        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. Users see a text field to enter comments when they select the Reject option. 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. Users see a text field to enter comments when they select either option.
        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.
        Your push notification displays buttons to your user in addition to the message content. In the next steps, you create functions that determine what happens when a users taps these actions.
      2. Right-click the form header and click Save.

      Create functions for each push action

      Create mobile function for each function in the selected 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 System Mobile > Functions.
      2. Click New to create a new function record.
      3. Create a new function for one of your push actions. When selecting a function type in the Type field, you must select one of the type 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 Acknowledge, Escalate and Ignore buttons. You need to create a function to determine the behavior of each of these buttons.

      Result

      You have functions to perform actions for each of the buttons that display in your push notification. In the next steps, you will associate these functions to the notification actions so your functions trigger when users tap the buttons.

      Map functions with push actions on the actionable push notification

      Associate functions to the actions in your notification so the instance uses the correct function for each action.

      Before you begin

      Role required: admin

      Procedure

      1. System Mobile > Mobile Push Notifications > Push Notifications, and open the notification you created in previous steps.
      2. In the Push Action Instances related list, click New.
      3. In the Push action instance form, fill in the fields.
        Table 3. Push action instance form
        Field Description
        Push Notification Push notification associated with this push action instance. This is automatically filled in with your push notification.
        Application Scoped application associated with this record. This 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. Select an action you created in previous steps. This action will trigger when a user uses the action listed in the Push Action field.
      4. Click Submit.

      Example

      This example notification uses accept-rejectwcomments-back in the Category field. If you click the preview icon (Preview icon), you can see that this category uses two actions: Accept and Reject.

      A push notification displaying a preview of the category record.

      In the push action instance shown here, 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 their notification.

      Push action instance associating an action with a function

      Create push message content

      Create a record to determine what information the notification displays to your users.

      Before you begin

      Role required: admin

      Procedure

      1. In your push notification record, click Create Push Message Content in the Related Links section.
        If you are not already in this record, Navigate to System Mobile > Mobile Push Notifications > Push Notifications, and open the notification you created in previous steps.
      2. In the Push Notification Message Content form, fill in the fields.
        Table 4. 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 is automatically filled in with the current application.
        Push app Mobile app that uses your push notification.
        Push Message Generation script that generates the push notification. When you create message content using these steps, this script is automatically generated.
      3. Click Submit.

      Create a standard notification

      Create a standard notification on your instance using the platform notifications.

      Before you begin

      Role required: admin

      Procedure

      1. Navigate to System Notification > Push > Create Push Notification.
      2. In the notification form, fill in the fields.
        Table 5. Push notification form
        Field Description
        Name Name of your Notification. This name is not visible to your users.
        Active Whether the notification is active. The instance does not send inactive notifications to your users.
        Table The table containing the records relating to your notification. For example, notifications about new incidents would use the Incident [incident] table.
        Push Message Only Whether the notification is a push message only. This field is read-only by default.
        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. Click to display the What to Send tab.
        2. Click the lock icon (Lock icon) next to the Push Messages field.
        3. Click the reference icon (Reference icon) to display the Push Notification Messages list.
        4. Click New.
        5. In the push notification message form, fill in the fields.
          Table 6. 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 app that uses your push notification.
          Table The table containing the records relating to your notification. For example, a notification about new incidents would use the Incident [incident] table.
          Push Message Content Select the record for the push message content you created in the previous section.
          Message Text the user sees in the push notification. For example, An incident has been assigned to you.
        6. Click Submit.
      5. In the Notification form, click Update.

      Tags:

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