Configure Push Notifications

With the push notification framework users, such as service agents and managers, can get push notifications about service request events delivered to their mobile devices. Once an agent is signed in to the mobile application, they can view a list of their notifications by

You define notifications in Application Composer with your unique conditional logic. This lets you decide when to raise each notification. For example, you can define alerts for upcoming SLA milestones, reassignments, or escalations. The administrator can also decide whether to enable mobile push notifications for certain alerts, or to deliver the alerts only to the Bell notifications on the desktop application. Note that bell notifications are always delivered, even if mobile notifications are disabled. Clicking a notification and navigating to the record details marks the notification as read, and it's cleared from the notification list.

You define notification triggers as a groovy expression in Application Composer using conditions that must be met for each notification. For example, a trigger can be defined to send a notification when a high-severity service request is assigned to a user. When the Service Notifications feature is enabled, Bell notifications are automatically enabled.

Push notifications are supported in iOS and Android devices.

Here's what you do to enable push notifications:

1. Log in as an administrator, click Setup and Maintenance, and then from the Setup menu, select Service.

2. In the Functional Areas section, select Productivity Tools, and then select Change Feature Selection.

3. Select Service Notifications, then click the Enable check box to enable Service Notifications and Mobile Notifications.