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

Steve Kelly · ‎07-02-2019

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

Jordan Williams · ‎07-02-2019

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:

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):

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:

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:

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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Jordan Williams · ‎07-03-2019

Ok yeah, that should be the same process I outlined above, I thought for a second that I completely misread your original post.

Steve Kelly · ‎07-11-2019

Jordan, this worked a treat. Thanks again!

Steve Kelly · ‎07-16-2019

Another wrinkle... When the user tried this method for the app it didn't work, due to the ACLs on the question_answer table. OOB the only role on there is catalog_admin. So I guess I'll need to add the CSM agent roles to that table for this to work. I guess variable formatters on task records don't take ACLs on that table into account, but since it is a direct query against that table.

Alex Edmiston1 · ‎07-11-2019

Not exactly sure how it is setup in CSM but I have an applet that shows catalog tasks assigned to a user and was able to bring in the variables pretty easily:

Jordan Williams · ‎07-11-2019

This is odd. I tried this first, but when I added the variables field it did nothing. Now it works correctly. This is probably the best solution. Although, we still have the an issue where some of our variables need to be edited by the ITIL user performing the request, so something would have to be written as a field action to change it, and that currently can't be done in Agent Mobile's current state.