Agent App - Incident Form Configuration

[NishaB]

Hi,

I have a doubt in the form to create a new incident in the Agent App.

1.In the first image that I shared, I want two fields called Category and Subcategory which are already available in the incident platform view form to be configured in the Now Agent app incident form. Also, is it possible to remove the Service field. 

2. In the second image, that is after the incident is submitted, when the agent opens the incident, category and subcategory is available, but I'm not able to select the list and choose an option just like the platform view.

How to fix it?

[NishaB]

Hi,

Forgot to attach the images.  Is this an OOB behaviour? Please help me to fix this.

[Dr Atul G- LNG]

Hi @NishaB 

Yes, I think you can remove it. You can check this link to get an idea and then try it on your end.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1113326

https://www.servicenow.com/community/developer-blog/episode-13-exploring-the-new-mobile-studio-and-m...

[NishaB]

Hi @Dr Atul G- LNG ,

Thanks for that. But is it possible to fix the category and subcategory issues? Because it is not behaving like what I have configured in the platform view. Is it possible to fix it?

[Dr Atul G- LNG]

For that, you need to review how it has been configured.
We can make changes to the module build, and from there, you’ll be able to see how the configuration has been designed.