Mobile Related Change View Different

[bernard6]

Using the SmartPhone Mobile views when I open a Change record from the Approval request to view what the approval is for the view of the Change that is displayed is not the Mobile view.   None of the UI Policies seem to run as additional fields that are not required for the change type are not hidden and no UI actions are available.   We have a lot of fields that are specific to the type of change, so this results in the view having a lot of blank fields that are not related to the change. If I open that same Change record natively by navigating to Changes and select it, it does open with the Mobile view that is defined for a Change record - properly hiding the necessary fields that don't pertain to that type of change.

Does anyone know why the view is different when opened from the Approval using the 'Approval for' reference to the Change?   Is there a way to make it show up with the defined Mobile view?

Thanks in advance,

David Bernard

[coryseering]

When you navigate to the Change list, is that already in the mobile view? If so, that view is carried along to the form you open.

If the form you are viewing at the time you click on the reference icon is in the Mobile view, then unless there is a View Rule or user preference overriding it, the Change you go to should also be in the Mobile view.

Do you have any such rules?

Can you replicate in your desktop browser by switching to the Mobile view and then following the same steps as you do on your phone? How about by navigating to /navpage.do?sysparm_device=iphone

[bernard6]

Hi Cory,

Thanks for your reply.   I'm unable to recreate the issue unless i'm actually using the mobile interface - either by using a mobile device or navigating to $m.do using Chrome.

It's odd if I use the normal interface and select the Mobile view for a Change the UI Policies I have defined strictly for mobile do not seem to get applied.   So it does show all the fields like what I described for the Mobile interface.   I'm unsure if that is because i'm not using the Mobile interface so it doesn't apply those policies.

Though I can see that it showing a view instead of the form for the Change when it is selected from the Approval, judging by the URL.

Thanks,

David Bernard

[John Armstrong]

It looks like I can see the same issue in a Fuji demo instance.   In the mobile UI, when I view a change request from an approval, I get the following URL:

<instance>.service-now.com/$m.do#/view/ng_view/change_request/a9e9c33dc61122760072455df62663d2

Here's the URL we get when opening the same change request directly from a change request list:

<instance>.service-now.com/$m.do#/form/change_request/a9e9c33dc61122760072455df62663d2

In both cases, the field layout appears to match the mobile view, however when using the first URL, scripts and policies that load when the change_request form loads do not run.   I believe that we're seeing this because we're looking at the mobile equivalent of a "pop-up" view.   Here's an example of what I mean.

In the normal Desktop UI, load an approval record.   You'll see a reference icon next to the change request number.   Hovering over that icon will display the change request, but will no trigger any of the scripts that load with the change request form.   It looks like the we're seeing in mobile is the equivalent of a pop-up.

[John Armstrong]

Hi David,

I've created problem PRB642486 to have the dev team take a look at this.   Depending on the intent of the design, this may be expected behavior, and may not be addressed as a bug.   If you create an incident in Hi, we can associate that to the PRB and you'll receive notification when that problem is addressed.