Related Lists on Mobile

[jonmulherin]

The challenge - I need to be able to present different related lists on the incident and sc_req_item tables to users on mobile devices based on whether or not they have the itil role.  

Issue 1 - Hi support tells me there is a PRB, PRB676249, stating View Rules do not work on mobile in Helsinki.   I'm on Helsinki 11a.  

Issue 2 - We can't use showRelatedList or hideRelatedList.

Has anyone figured out a way to do this or even have any thoughts on things to try?

Thanks in advance,

Jon

[jonmulherin · Accepted solution]

There is not method on the mobile at this time to display one related list to one set of users, i.e. ITIL, and another to non-ITIL.   I initially just removed all related lists from the RITM summary screen, but then decided to leave some as they are really useful for ITIL.   This works well as long as the non-itil user doesn't try to drill down into the related Catalog Tasks.   We are set up so non-itil users have no ability to see any task record on the desktop; however, with what I've implemented, if the non-itil user continues to click to open the next record after opening the catalog tasks related lists, even though there is nothing listed, he/she will eventually be able to see the variable editor but not the task itself.   The user could then change variables.   I've not tried it to see what this does to the task, but now that I'm thinking about it I will now.

What I did?

Opened a record in each of the Incident and Request Item forms.   Configure / Related List and change the view to Mobile.   Only allow those you want available on Mobile.   If you empty the selected column, no related lists will appear on the mobile, although the related lists row will still be there, and will say "none" or be blank depending on the UI you're in.

I forget the version, either Istanbul or Jakarta, we are supposed to be able to use view rules which will allow us to do exactly what we want.   That's the answer I received to a lot of the issues I have with mobile.   Kind of sad...  

I'm going to mark this as the correct answer as well since it gets us as close as we can get to what we want for now.   Let me know if you need more information and please mark as helpful if you find it so.

Jon

[Srinidhi Hari E]

Hi Jon, 

I have a similar requirement where I have to hide the related lists. Looks like the view rules were fixed in Istanbul version but I am not able to figure out how to make it work for hiding the Related list in the Summary view or do we have any other way? Any help please ? Right now it just shows Related list - None

[snowg]

Thank you. I believe that is the only way to achieve the restriction I guess then. However, I am also working on setting contextual search results for record producer and it works fine in portal and as well as in desktop but not in mobile app. do you have any input on this ?

Below is the link:

Mobile App - contextual search results

[jonmulherin]

I've not played with contextual search on the mobile. We have it on the desktop and I do know it doesn't display on the mobile by default. If I get a chance I'll play around with it a bit to see what I can find.

Jon

[jonmulherin]

HI.  Well, we are now on Kingston, only in our Test instance for now, and it too presents some issues.  I won't attempt to implement view rules until after we are stable in production.  One of the big issues we face right now, and I've logged a HI ticket for it since we are unable to determine the cause, is that when a non-roled user accesses a RITM, or any other type of ticket from list view, the record is opening with sysparm_view=ess in the URL.  So, until this is fixed we've done the following to hide the related list we don't want the end users to see.

In fact, before I tell you what we've done, you stated right now you're not seeing any related list.  You need to go to System UI / Related List and open the table for the view you want to configure the related lists for.  If you're not yet on Kingston use Mobile view and hopefully it works for you.  

To hide those you don't want end users to see, use a UI Policy on the same table configured only for Mobile view.  You don't need any conditions and it should run onLoad.   Run scripts in UI type = Mobile or Mobile / Service Portal depending on your release.  Script in execute if true follows:

function onCondition() {

if(g_user.hasRole('itil_admin')|| g_user.hasRole('itil')){
g_form.showRelatedList('sc_task');

} else {
g_form.hideRelatedList('sc_task');
}

}