Displaying Catalog/Producer Variables in the new ServiceNow Agent Mobile app

Steve Kelly
Mega Sage

Hi community,

Does anyone know if its possible to render catalog variables in the new mobile app? We have a variable formatter that displays on our Incident and Case records in the native UI, when records are created via a record producer and have variables populated with data. I'm wondering if these can be displayed in the new mobile app or not.

Thanks,

Steve

1 ACCEPTED SOLUTION

Jordan Williams
Tera Contributor

So this is going to be a little convoluted, and I haven't quite figured out how to make it look presentable, but it mostly works. You will have to try to stay with me as I'm no teacher.

First off, you will have to start with the table that those options and values exist: sc_item_option_mtom

You will want to make a new Data Item configured like so:

find_real_file.png

 

It doesn't really matter what you name it, as long as you remember what it is. I like to name things what they are, so I just stuck with the table name for this demo.

 

From here, you need to make the Applet, or Screen, that you will view this data from. I configured mine like this (for demo purposes):

find_real_file.png

find_real_file.png

 

We won't use Autofill, and notice that we have the display turned off, this is important.

I'll leave the data display up to you.

 

After you have created that Applet, you are going to want to link your RITM applet (you could use sc_task as well I assume, you'll just have to dot walk a bit to get to the RITM sys_id) via a navigation. Make a new Navigation and configure it like this:

 

find_real_file.png

 

Now you have a navigation that will go from the RITM, and auto fill the sys_id of it into our sc_itm_option_mtom screen, which will then only display options from said RITM.

 

To add this to your RITM list, you will want to go into your RITM applet (or possibly a sc_task applet with some dot walking to display RITMs) and add either a swipe function to the primary screen with your navigation (will only work if your primary screen shows the RITM) or as a function on your details screen:

 

find_real_file.png

 

I hope this is helpful. I will be exploring this in my own instance further for use in our company, right now it's a little rough around the edges, but it does work to display the options.

 

Note: Any option that references another table is going to show a sys_id. I've yet to explore converting that to readable data as I just came up with this about 20 minutes ago.

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14 REPLIES 14

Jordan Williams
Tera Contributor

So this is going to be a little convoluted, and I haven't quite figured out how to make it look presentable, but it mostly works. You will have to try to stay with me as I'm no teacher.

First off, you will have to start with the table that those options and values exist: sc_item_option_mtom

You will want to make a new Data Item configured like so:

find_real_file.png

 

It doesn't really matter what you name it, as long as you remember what it is. I like to name things what they are, so I just stuck with the table name for this demo.

 

From here, you need to make the Applet, or Screen, that you will view this data from. I configured mine like this (for demo purposes):

find_real_file.png

find_real_file.png

 

We won't use Autofill, and notice that we have the display turned off, this is important.

I'll leave the data display up to you.

 

After you have created that Applet, you are going to want to link your RITM applet (you could use sc_task as well I assume, you'll just have to dot walk a bit to get to the RITM sys_id) via a navigation. Make a new Navigation and configure it like this:

 

find_real_file.png

 

Now you have a navigation that will go from the RITM, and auto fill the sys_id of it into our sc_itm_option_mtom screen, which will then only display options from said RITM.

 

To add this to your RITM list, you will want to go into your RITM applet (or possibly a sc_task applet with some dot walking to display RITMs) and add either a swipe function to the primary screen with your navigation (will only work if your primary screen shows the RITM) or as a function on your details screen:

 

find_real_file.png

 

I hope this is helpful. I will be exploring this in my own instance further for use in our company, right now it's a little rough around the edges, but it does work to display the options.

 

Note: Any option that references another table is going to show a sys_id. I've yet to explore converting that to readable data as I just came up with this about 20 minutes ago.

Thanks Jordan! I'm gonna give this a try and see how it goes. My use case is going to be looking at record producers initially. So I guess the same principle would apply except the table would be the question answer table? 

Are you trying to fill out the record producer from the app? That might be a little bit more complicated, and I'm not sure if it can be done with record producers that use variables/variable sets. I was able to get Change Requests working to submit Standard and Normal Change Requests using the table items, but I'll have to look into how you would (if even possible) be able to fill out something like a request in the same fashion.

No not submitting, just giving the CSM agents using the app the ability to view the variables and their values that end users would have populated when submitting cases through self service record producers. Is that doable? We may want to do the same for Incidents too as we have some record producers with variables there too.