Service Portal is not working (not loading properly, especially customized widgets) in mobile either through browser or through service now classic application.

swathi52 · ‎07-17-2019

Hello Everyone,

we are currently in London version, we are developing service portal in our instance. We observed that service portal pages are not loading properly ,specifically if there are any customized widgets on page in mobile.

we have tried in mobile browsers and "service now classic" application , but the pages are not loading completely.

i have tried to open our instance in "service now Agent" app and "service now mobile" app, i am getting error saying : "The instance you are trying to connect does not support this mobile app. contact your admin".

Do I need to configure anything else in my instance to enable access in these applications?

Please suggest.

Thanks,

Swathi

Chuck Tomasi · ‎07-17-2019

Have you tried using your desktop browser in a mobile format? Eg. make sure the widget is responsive and examine the console log to see if you have any errors.

swathi52 · ‎07-17-2019

Hello Chuck,

Thanks for the reply.

I tried as you suggested, but i couldn't find any errors in console log.

As soon as the page loads, the widgets are loading and disappearing immediately.

Thanks,

Swathi.

Manish Vinayak1 · ‎07-17-2019

Hi Swathi,

I am not sure if all the widgets are disappearing from the page or just some specific ones. Would you be able to share a screenshot of what's happening?

If it is just some specific widgets, could you check if they are getting hidden because of their CSS classes? "hidden-xs" class makes the containers / html elements disappear in mobile view. Just a guess though, if there are no errors in the console, it is hard to say what could be wrong.

Thanks,

Manish

swathi52 · ‎07-17-2019

Hi Manish,

Thanks for the reply,

I have checked widgets, these doesn't contain hidden-xs class.

On the portal page, i have removed search bar widget. But it is coming if i open the portal in mobile. Till search bar it is showing.

Below that we have icon link widget OOB one, it is not loading.