CSM Mobile support

Swati_11
Tera Contributor

‎12-04-2023 12:22 AM - edited ‎12-04-2023 12:23 AM

Is there any out of box mobile support for users of CSM in ServiceNow, so that a user will able to raise new tickets via phone. How can I achieve that?

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Ratnakar7
Mega Sage
Mega Sage

‎12-05-2023 12:35 AM

 

Hi @Swati_11 ,

Yes, there is OOTB mobile app called "ServiceNow Mobile Agent" (Use the ServiceNow Mobile Agent to update records, coordinate with coworkers, track your location, and work without an internet connection — all from your mobile device. Download Mobile Agent for Apple iOS or Google Android from the Apple App Store or the Google Play store.)

 

Also, here are some general steps to enable mobile support for CSM users:

  1. ServiceNow Agent Mobile App:

    • Ensure that users have access to the ServiceNow Agent mobile app. This app is available for download from the app stores (iOS App Store, Google Play Store).
    • Users can log in to the mobile app using their ServiceNow credentials.

  2. Mobile Layouts:

    • ServiceNow allows you to configure mobile layouts for forms and lists. Ensure that the forms and lists relevant to CSM are mobile-friendly and provide a good user experience.

  3. Mobile Ticket Creation:

    • Users can use the mobile app to create new tickets or incidents. Ensure that the necessary catalog items or incident forms are accessible through the mobile app.

  4. Mobile Notifications:

    • Configure notifications to keep users informed about updates to their tickets. ServiceNow Agent supports push notifications for real-time updates.

  5. User Training:

    • Provide training or documentation to CSM users on how to use the ServiceNow Agent mobile app for ticket creation and management.

  6. Service Portal Configuration:

    • If you are using the Service Portal, ensure that it is optimized for mobile use. Service Portal can be customized to provide a responsive design suitable for various devices.

Thanks,

Ratnakar

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