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Adding a Push Notification step

Objective

Learn how to notify users on mobile devices when a case requires action in App Studio. By using an event-driven model to share information, you can ensure that cases are resolved quickly.

This task takes approximately 5 minutes to complete.

Procedure

  1. In the navigation panel, click Case types, and then click the name of a case type.
  2. On the Workflow tab, click Life cycle if Optional actions is selected.
  3. Hover over a process in a stage and click + Step.
  4. In the palette that is displayed, click More, and then click Automations to display a list of step types.
  5. Click Push Notification, and then click Select to add the step to the life cycle.
  6. Identify the notification recipients:
    • To notify users in the same application, select Application from the Recipient type list.
    • To notify users in the same access group:
      1. In the Recipient type list, select Role.
      2. In the To list, select an access group that is in your current application.
    • To notify a specific user:
      1. In the Recipient type list, select User.
      2. In the To list, select the ID of a user who belongs to an access group in your application.
  7. In the Message field, press the Down Arrow key and select a property that stores the notification message.
  8. Optional: To allow users on mobile devices to open the case from the notification, select the Open a case in mobile app check box.
  9. Optional: To give an audible cue to users when the push notification is received, select the Sound alert check box.
  10. Click Save.

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