ServiceNow Agent in Madrid - Tips, tricks, and things I've learned along the way

[staceybailey]

I am very excited about ServiceNow Agent.  Below are my thoughts, musings, ideas, and exploration notes.  I will continue to update and annotate this posting over the course of the next several months as I continue to build out ServiceNow Agent solutions for my stakeholders.

Key Reading & Viewing

• Make sure to read the mobile navigation and configuration documentation in Docs. 
  
  (When ServiceNow releases a new feature like this, I like to go to the main page, and save the Topic & Subtopics as a PDF.  Then, I load that PDF onto my tablet and annotate, highlight, and explore everything Docs has to say about it.)
  
  

• Also check out TechNow Episode 62: Madrid Mobile.

Quick Wins
These take less than 1 minute each to create, but may prove to be very useful for stakeholders.

• URL Template
• • Visual task boards - they look great in ServiceNow agent and are fully functional!)
  • • URL: $vtb.do
    • Relative URL: true
  • Connect Chat - fully functional and useful for organizations who have adopted Connect Chat
  • • URL: $c.do
    • Relative URL: true
  • Knowledge 
  • • URL if using Knowledge Service Portal: kb
    • URL if not using Service Portal: knowledge_home_launcher.do
    • Relative URL: true
  • Virtual Agent
  • • URL: $sn-va-web-client-app
    • Relative URL: true
  • My Assessments and Surveys
  • • URL: assessment_list.do
    • Relative URL: true

Exploration Notes

When exploring any new application, I tend to take notes in my own "dialect" of UML.  My brain needs the pictures to understand the relationships and overall architecture. 

The picture I have included below is my own and any errors in it are my own as well.  

[damianfell]

That's helpful, I'm about to spend some time exploring the agent app this weekend, as I've got a sense it should be easy to build a basic "asset maintenance" app that allows desk-side support to turn up, scan the barcode, and then carry out actions such as swap out, decom etc... on the asset (I no doubt will find that it's not quite as "low code" as I'm hoping for).

[akc1]

That is much helpful to exploring the app functionality. 

Although I am getting some challanges while using the app. I am trying to clear the values in a reference fields on the incident detail page. But I am not getting any idea how to clear these fields. Not sure if it is the issue that only I am facing or it is not supported in the app UI itself.

[staceybailey]

akc, 

I am sorry for the delay in responding. I hope you have resolved your issue, but if not, here is a quick video I put together to show one way of clearing field values for reference fields.  

One thing to note in the video is that I followed the model used in ITSM Mobile of passing in the sys_id of the current record, but I could have and should have just checked the 'Use current record as condition' field on the Action Item instead.  

I hope this helps you.  If your use case is somewhat different, please reply to clarify and I'll be happy to take another crack at it.  

Thanks,

Stacey

[Miguel Santiago]

Hi Stacy, 

Great information. Thank you.  I cannot locate the link to the video you reference above.  

Thank you in advance, 

Miguel

[Shane J]

Did you manage to get the barcode scanning to work?  If so, where did you even start?

[James122]

Hi Stacey! Just a question, does electronic signature works in ServiceNow Agent? Have you tried or do you have any links that can help me set it up? Thanks