Mobile Close button screen

[cgedney]

I have created a Mobile Web Screen to a portal page to create an incident. That part works, it is when you submit the incident page that the issues arise. A screen pops up with a Close button on it.

When you click the close button, it turns black and nothing happens. We found an article (https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0851953) that seems to be related. It says to check the “SC Order Guide” widget. I compared that widget to the widget on my personal developer instance (OOTB) and there are no differences. We did however change the "SC Order Status" widget to return the RITM Number instead of the REQ Number. I am not sure if that would affect the "SC Order Guide" in some way? That Close button screen seems to be shared on the Request pages as well as the Incident, but it works on the request pages (i.e., when you click it, it closes the screen and goes to the previous page)? I’ve been looking at it so long, that a fresh set of eyes (and a lot more experience) will be very helpful.

Thank you, Charles

[Vishwa Pandya19]

Hey,

Did you ever find a solution to this? We are facing the same problem.

Regards,

Vishwa

[cgedney]

Yes, the issue was the fact that we were sending the user directly to a page. This is what SN tech replied back with:
Unlike the desktop web browser, in a native mobile client tabs cannot be closed.

Each tab has a root or first screen, and from this tab root screen one can navigate to a 2nd screen (in the same tab) and so on.
In Cabrillo, the method endFlow() will return to the original screen that launched the Cabrillo screen (as in go back).
But in this case the first screen of this tab is already a Cabrillo so there is no previous (native) screen to go to.

To clarify, Cabrillo is a mini web browser and while one can navigate inside it there through seemingly different pages there is in fact only one (native) screen.

A workaround this would be one of the following:

a) Make a launcher screen as the root of this tab 'Incidents', this launcher screen has some explanation what 'Report Incident' is and a button that open this Cabrillo screen.
Then endFlow() will return to the new first launcher screen.

b) Alternatively, instead of making this Cabrillo screen it's own tab, make a button somewhere else that launches this Cabrillo page.
Then endFlow() will work by returning to the screen where this button was.
For example, add a new button in the tab 'My items' named 'Report an Incident' that links to the the 'Report an Incident' Cabrillo page.

Similarly, then endFlow() will return to the original screen where this button was.

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What we did to fix the issue is add a launching screen before the page.