Requirements for goal and deadline push notifications

A push notification for a goal and deadline notifies a user on a mobile device when the service-level agreement for an assignment has expired. By using push notifications, you can help case workers resolve cases on time.

The following requirements apply to goal and deadline push notifications:

• Assignments must be created after goal and deadline push notifications are enabled. Already existing assignments in cases will not receive push notifications.
• Assignments must be processed in a custom mobile app with push notifications already enabled. You enable the push notifications capability by building a custom mobile app with a certificate set that uses a valid push notification certificate file.
• The custom mobile app must be installed on a device and the user must also successfully log in to the application at least once.
• The service-level agreement for the assignment must have at least one escalation action set to Notify assignee or Notify manager. Other types of escalation actions, such as calling a flow or notifying a party, continue to function on mobile devices but do not send push notifications.
• When the service-level agreement for an assignment expires, goal and deadline push notifications will be sent to all devices for the platform for which the custom mobile app was built. If the custom mobile app was built on both Android and iOS, push notifications will be sent to each logged in device on both platforms.