Mobile app - create incident not working

[Kristin S_ M_]

We are having trouble with the Mobile app (android and iPhone), so we are hoping someone with more experience with mobile configuration could help us.

For some reason the Create New (incident) form simply does not load. We can see the "loading" circle doing its rounds and then ... nothing.

Incident lists work, we can enter existing tickets, but as soon as we try to change something, like State for instance, the same thing happens, loading then nothing.

We have tried to create a new mobile module, changing views, basically anything I could think of using the System Mobile UI menu, and System Definitions (Mobile). Anywhere I've checked, I have compared to a personal dev instance where things work perfectly.

As far as we know, this stopped working around the time we upgraded to Istanbul (patch 5 hotfix 1) a few weeks ago. The first incident was registered May 23rd, but states that app stopped working on the 22nd. However there is a possibility that the problem was only discovered then and had first occurred some days earlier. The upgrade happened May 12th and immediately after upgrade we loaded a huge update set containg the new Service Portal since their old CMS portal would no longer function adequately on Istanbul. A lot was also happening on the 18th. I have gone through the sys_update_xml.list to check and the only thing changed on the 22nd, was the script include SPEntryPage, where the suffix for the portal was edited.

When configuring the new service portal, and service catalog, the built in Catalog with categories and items was deactivated and a new portal and catalog was built. It has occurred to me that this may be relevant, as there is a built in record producer called Create Incident. I have since tried to move this to the current catalog and back to the original, played around with user criteria etc. No luck.

We are now running low on ideas and patience. Any suggestions welcome.

[Kristin S_ M_ · Accepted solution]

We reported this to ServiceNow and eventually got an answer. Turns out this was caused by a known error when upgrading to Istanbul. The recommended workaround/solution is to set sys_property glide.ui.escape_all_script to false.

After doing as suggested by ServiceNow, the mobile app works as expected again.

[Nitin]

I have configured Mobile App on my cellphone, i am using me personal instance. while configuring i used Admin credentials. 

But when creating incident using mobile app, it will create & able to see in service now. but not able to see on cellphone. even all incident which is present in service now also not visible in cellphone.

let me know how to sort out this issue.

Thanks in Advance