Do you want your agents to receive a push notification with different ringtone when a VIP caller raise an incident OR a different ringtone for some combination of category/subcategory? If yes, follow the article

1. Open the Push Message Content related to your notification*. Table: s*ys_push_notif_msg_content

Add the below code in the message content.

var layoutFields = { "Identifier": "number", "Description": "short_description", "Status": "priority" }; // OOB code var json = new global.ActionablePushPayloadBuilder(current, "d7fde5c91bc41010d4ee8778ec4bcb38", layoutFields).buildJSON(); // OOB code //code to check VIP and set custom ringtone - starts var vip = curren.caller_id.vip; if (vip) { json["aps"]["sound"] = "NotificationAlert-1.caf"; // tone name } //code to check VIP and set custom ringtone - ends return new sn_itsm_mobile_agt.CriticalPushPayloadBuilder(current, json, attributes).buildJSON(); // OOB code

2. In all the push message contents, you will find the JSON being created, you just need to add

json["aps"]["sound"] based on your condition.

3. List of OOB notification tones available: Link

4. SN also provides the functionality to shorted the ringtone by adding -short to the notification name.