Field Mapping in Mobile App Builder

[Kosna Harsha]

The work order task record created in the mobile agent app, field values are not getting populated.

[Riya Verma]

HI there,
Please find below steps to debug the issue.

Step 1: Verify Mobile App Configuration

1. Ensure that the mobile agent app is properly configured to access the ServiceNow instance.
2. Check the data sources and credentials used in the mobile app configuration to confirm they are correct.
3. Validate that the mobile app has the necessary permissions to create and update work order task records.

Step 2: Check Field Mapping

1. Review the field mappings between the mobile app and the ServiceNow instance.
2. Confirm that the relevant fields in the mobile app are correctly mapped to the corresponding fields in the work order task table in ServiceNow.
3. Make any necessary adjustments to ensure accurate data synchronization.

Step 3: Examine Data Validation Rules

1. Inspect the data validation rules applied to the work order task table in ServiceNow.
2. Verify that the field values provided by the mobile app comply with these rules.
3. If any data validation errors are identified, either adjust the validation rules or update the mobile app to provide valid data.

Step 4: Check Field Permissions

1. Ensure that the mobile app user has the necessary permissions to access and modify the fields in the work order task table.
2. Review the field-level security settings to confirm that the mobile app user role has appropriate access rights.

Step 5: Review Scripting and Business Rules

1. Investigate any client-side or server-side scripts and business rules associated with the work order task table.
2. Look for potential issues that might interfere with field value population or data submission from the mobile app.
3. Make any necessary updates to these scripts to resolve conflicts or errors.

Step 6: Enable Debugging and Logging

1. Enable debugging and logging features in the mobile app and ServiceNow instance to capture relevant information about data transactions.
2. Analyze the logs to identify any errors or unexpected behavior during the data population process.

Step 7: Conduct Testing

1. Create test scenarios to replicate the issue in a controlled environment.
2. Use the mobile app with various field value combinations to observe the behavior.
3. Verify that field values are correctly populated in the work order task records after testing.

Step 8: Implement Fixes and Updates

1. Based on the findings from the above steps, implement the necessary fixes and updates in the mobile app and/or ServiceNow configuration.
2. Retest the issue to confirm that the problem is resolved.

Step 9: Communicate with Users

1. Inform users about the resolution of the issue and any necessary changes they need to be aware of in the mobile app usage.
2. Provide relevant training if needed to ensure users are familiar with the updated process.