Set custom alert tones in ITSM Mobile Agent for different incident priority

Set custom alert tones in ITSM Mobile Agent to distinguish between incidents with different priorities.

Before you begin

Role required: admin

Procedure

1. Navigate to All > System Notification > Push Message Content.

   Alternatively, you can also go to the Push Notification Message Content [sys_push_notif_msg_content] table.

2. Select the required push notification message content record.

3. Update the Push Message Generation field with the following script.

   // get the priority of current incident
   var currentIncPriority =  current.getValue("priority");
   // define an array to map priority with ringtone
   var customisedRingtones = [
         {
               "priority": "1",
               "ringtone": "default"
           },
           {
               "priority": "2",
               "ringtone": "default"
           },
           {
               "priority": "3",
               "ringtone": "default"
           },
           {
               "priority": "4",
               "ringtone": "default"
           },
           {
               "priority": "5",
               "ringtone": "default"
           }];
   //override the json["aps"]["sound"] param with the ringtone defined for current priority        
           if(customisedRingtones){
               for(var i=0;i<customisedRingtones.length;i++){
                  if(customisedRingtones[i].priority && customisedRingtones[i].priority === currentIncPriority){
                  json["aps"]["sound"] = customisedRingtones[i].ringtone;
                   break;
                  }
               }
           }
   

   Note: Replace the ringtone with the desired alert tone name. For more information on the list of ringtones and alert tones available to update the script, see Configure sounds for push notifications.

4. Select Update.