Display SLA in Mobile Agent

[Cheri M]

I am looking for the best way to add SLA data to work order tasks in FSM Mobile.
The SLA definitions exist and work (related/working in platform) but they want the agents to see their SLAs on their work order tasks from the FSM Mobile Agent.
I find Mobile difficult to modify so asking for any experts to advise.

Thank you!

[Dr Atul G- LNG]

Hi @Cheri M 

I tried looking for similar solutions but couldn't find success. Finally, I turned to ChatGPT, and here are the steps I found.

I'm not 100% sure if they will work, but it's worth giving them a try

1. Add SLA Fields to the Mobile View

1. Navigate to: System Mobile > Applet Launcher Configurations
2. Find the relevant Applet (e.g., "My Incidents," "My Tasks").
3. Open the applet and go to the Form Section.
4. Add the SLA-related fields:
   • SLA (SLA Name)
   • SLA Stage (In Progress, Breached, Completed)
   • SLA Percentage (Progress towards breach)
   • SLA Due Date (Breach time)
5. Save and Publish.

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2. Use the SLA Table in Mobile Configuration

If you need to show active SLAs separately:

1. Navigate to: System Mobile > Table Configurations.
2. Add the task_sla table.
3. Create a related list in your incident or task form configuration to show active SLAs.
4. Save and Publish.

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3. Show SLA as a Badge or Highlight

• Modify the List Applet for tasks/incidents.
• Use a Dynamic Badge to highlight SLA breaches.
• Example: Red badge for breached SLAs, green for active.

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4. Validate and Test in Mobile Agent

1. Open the ServiceNow Mobile Agent app.
2. Navigate to your incident/task.
3. Verify if the SLA details appear correctly.