With ServiceNow Now mobile application enable your employees to act and stay productive wherever they are, whether they’re commuting, travelling, or working remotely, your employees can keep the work moving even when they are not on their work desk or close to their laptops.
The ‘My Items widget’ in the Now Mobile app is like a one-stop shop for your employees. It brings together everything that needs their attention such as tasks, approvals, requests, appointments and more into one place on the Now Mobile homepage. They can quickly see what’s important and take action straight away without juggling between multiple apps or screen. This simple, unified view saves time, reduces hassle, and helps you respond faster wherever you are.
In this article we will walk you through with the My items widgets and available OOTB items workflows in Now mobile application and how you can configure this unified experience for your employees.
Please Note: My items in Now mobile do not share configuration with employee center portal and is configured separately for the Now mobile. In this article will not cover configurations related to the My Active items in Employee center portal, to read more about that follow our community article and product documentation on My Active Items
Table of content:
1. My items widget and available OOTB items in Now Mobile
2. Accessing My items on Now Mobile
i. My items widget on Now Mobile home screen
ii. List screen for the selected item
iii. Record screen for the item records
3. Additional ways to make My items more accessible on Now Mobile
i. Configure a dedicated item widget on Now Mobile homepage
ii. Configure an item in Quick links
iii. Send updates on My items via Mobile notifications
My items widget and available OOTB items on Now Mobile
With the My Items widget on Now Mobile you can simplify the experience for your employees by consolidating all actionable items - tasks, requests, assets, walk-up visits, appointments and more - into a single, unified view. Instead of navigating multiple screens or apps, your employees can access everything that requires their attention right from the home screen.
My items widget is available OOTB to all ServiceNow customers and comes pre-configured for all items available as per the plugins activated.
Note: Some of the items available in My items are dependent on underlying licenses. For e.g.: **Journeys require HRSD Ent. license and *approvals from Workday require HRSD pro/Ent., *approvals from Concur require EC pro license.
Admins can add additional items under the My items widget on Now Mobile as needed for their organization.
You can define where you want My items widget to appear on Homepage and define the layout which fits the best for your employees - horizontal or vertical, by default you get the vertical layout.
Pro Tip: Use Mobile app builder for quick and efficient configuration of My items on Now Mobile. Mobile app builder is available to all our customers, read more about Mobile app builder and how to access it?
To configure items in My items widget using Mobile app builder on Now Mobile homepage follow these steps:
Step 1: Add My items widget and arrange order on the Now mobile homepage
The ‘My Items’ widget is available by default on the Now Mobile homepage. If you don’t see it, you can easily add it from the launcher section on the homepage. You can also choose the order in which it appears on your Now Mobile home screen.
Step 2: Add OOTB available items to My items widget and decide order and layout of the My items widget
You can add items that are available out of the box (OOTB) by clicking on Choose and selecting the item you want from the list. This list shows all items available to you based on your licence and installed plugins. If you’d like to add new items, simply click New and create your own.
You also have the flexibility to rearrange the order of items shown to your employees. By default, the My Items widget appears in a vertical layout, but you can easily switch between vertical and horizontal layouts.
Once you’ve added the My Items widget to the Now Mobile homepage and included the items you want, your employees can easily access it right from their home screen. They’ll only see the items that match the user criteria you’ve set, so everything is personalised for them.
Alternatively, you can add items in My items widget using Applet launcher as well, follow configure my items product documentation for the same.
Your employees can tap on any item they want to access. For example, if they choose “My Requests”, they’ll be taken to the My Requests list screen, where they can view all the available records for their requests.
Accessing my items on Now Mobile:
Your employees can access any item on Now Mobile with just 3 steps:
1. Start from selecting an item from My items widget on homepage
2. Select the record from the list screen
3. See details related to that record on the record screen
In the below example we have shown accessing ‘Approvals’ from My items widget on Now Mobile home page.
1. My items widget on the home screen:
You can create a unified experience for your employees, where they’ll see all the items in one widget on Now Mobile home screen.
You can add all the items available to you OOTB like tasks, requests, assets, walk-up visits, appointments and more based on the plugins and licenses you have today.
Your employee will be able to access all the added items available to them and can select either of them to see more records and details of those items to take quick action, without navigating to different screens or portals.
2. List screen of the selected item:
On the list screen, your employees will see all the records available for them for that item in a clear list. They can tap any record to view more details.
To make the experience even better, you can create screen segments and add filters.
We have used ‘My requests’ item as an example to explain this better:
i. Screen segments on the list screen
Screen segments help organise data into separate views, for example you can create:
i. Submitted: This will show all records that have been submitted by the employee.
ii. Drafts: This will show records that are still in draft.
Within each screen segment, you can choose or create data streams that define what records appear. For instance, in the Submitted segment, you can include different request types available to you like RITM, REQ, HR and more, so your employees see all submitted records across these types.
You also have the flexibility to create your own data streams, select the tables from where you want to pull the data from, apply user criteria, and add conditions as per your need.
To learn more about this follow our Mobile Academy session on List screen and adding Screen segments
ii. OOTB and Advanced filters on the list screen
To further streamline your employees’ experience you can configure OOTB available filters like category, sorting, requested for, created date, asset type etc. to see only selected records
These OOTB filters do not require any separate configuration, and can be turned on or off from mobile app builder.
They can apply any OOTB available filter, in the below example we have applied Category = ‘HR Case’ and Name = ‘Nick’ within the same category, and we are seeing results only for Nick
You can also set up advanced filters like “Keyword Search”, which allow your employees to search using specific terms. For example, if they type “MacBook”, the list will only show requests that include that keyword. This helps reduce information overload and makes it easier for your employees to find exactly what they need.
Note: If you configure advanced filters, it will override the existing OOTB filters, and your employees will only see the advanced filter.
Learn more about the OOTB filters and Advance filters and how to configure them on the list screen
3. Record screen for the item record
When employees select a record from the filtered list, they’ll be taken to the record screen, where they can view all the details related to that record.
At the top, they’ll first see the information displayed on the item card you configured using the Mobile Card Builder. This can include details like:
State
Approvers and requestor’s name
Date created
Icons and other key information
You can choose from the available out-of-the-box (OOTB) cards or create your own card, add details and apply UI policies as per your choice.
Read more about the OOTB mobile cards available and how to create your own cards using Mobile card builder
On the record screen, you can add different screen segments to organise information and actions. Out-of-the-box (OOTB), there are five types of segments available:
i. Details: This will show key details about the record, such as record ID, requested for, date created, and more. You can also add actionable functions like Approve, Add Comments, and Reject, so employees can take quick actions without leaving the screen.
ii. Activity: This will display all updates, comments, and attachments added by the requestor or approvers. And can help your employees track the history and progress of the record.
iii. Related: This will show related items such as linked records, assets, or other relevant information.
iv. Browser Link: Using this you can provide an external link that navigates employees to another destination in their browser.
v. List Screen: This allows you to embed a portal page that renders when employees access this segment.
Learn more about the record screens and how to configure them.
Additional ways to make My items more accessible on Now Mobile:
1. Create a dedicated widget on Now Mobile home screen for an item
You can create a dedicated widget on the Now Mobile home screen for any item that needs the most attention from your employees. This is the similar* experience to the “Primary active item” on Employee center, where you get “My tasks” as a primary active item by default.
*Note: This do not share configuration with “Primary active item” in My Active items widget on Employee center and should be configured separately for Now Mobile.
To create a dedicated widget on the Now Mobile homepage using Mobile app builder, you can follow the steps below:
Step1: Choose the item you want to create a dedicated widget for on the homepage from the available list of items in Launcher sections.
Step 2: Give the order to the newly added item in Launcher sections.
Step3: Save it.
Once you have saved this, your employees will be able to see a dedicated widget for that My tasks on the Now Mobile home page.
2. Add an item to the Quick links
For quick access to any item, you can add it under Quick Links on the Now Mobile homepage. This way, employees can open it directly from Quick Links and once they tap on it, they’ll be navigated to the list screen for that item.
To add an item to the Quick links on Now Mobile homepage using Mobile app builder, you can follow the steps below:
Step 1: Open Quick links from the Launcher screens on Homepage
Step 2: Choose the item you want to add to the Quick links from the available list of items.
Step 3: Give the order to the newly added item in Quick links.
Step 4: Save it.
Once you have saved this, your employees will be able to see My tasks in Quick links on the Now Mobile home page.
Note: This do not share configuration with quick links on Employee center portal and should be configured separately for Now Mobile.
3. Send updates on My items via Mobile Notifications
You can keep employees updated by configuring mobile notifications for My Items. These notifications ensure they get alerts when something is assigned to them or when there’s an update on their items.
Now Mobile supports a rich set of notification types to help employees stay informed and take quick action even when they’re away from their desks. You can configure three types of notifications:
i. Out-of-the-box Push Notifications
Employees receive these notifications when an item record is assigned or created for them, or when there are updates on tasks and more.
ii. Actionable Notifications
These notifications include quick actions like Approve or Reject for approvals. Employees can act directly from the notification without opening the record screen.
iii. @Mention Notifications
Your employees will receive these notifications when they are mentioned in any item record.
Note: Notifications in Now Mobile do not share configuration with Employee center portal and should be configured separately for Now Mobile.
To read more about the mobile notifications and how to configure them, refer to the community blog for the same
