1. Using Service Center in the Classic User Experience
  2. How You Manage SR Push Notifications on the Mobile Application

How You Manage SR Push Notifications on the Mobile Application

As a service agent or manager, you can receive push notifications on your iOS and Android mobile devices if your administrator has enabled the Mobile Notifications feature in the Setup and Maintenance work area.

An event on the service request (SR) objects triggers push notifications on your mobile device. You can tap a notification to drill directly to the relevant service request. Events are specific trigger conditions relating to an SR, such as:

  • SR is assigned

  • SR is resolved

  • SR is escalated

  • Expired milestone

An administrator defines notification triggers as Groovy scripts in Application Composer. The scripts contain the conditions that must be met for each notification. Notifications are triggered when the defined conditions are met. For example, a trigger can be defined to send a notification when a high severity SR has been assigned to an agent. For more information about notification triggers, see the "Define Notification Triggers" related topic.