The 'State' field in the FSM Mobile App did not update as expected

[Satkars]

I updated the State field from "Draft" to another value, and it works correctly when updated through the desktop/web app. However, when I try to update the State field using the FSM Mobile App, the change does not reflect.

Other fields, such as Short Description, do get updated successfully on the Work Order Task table from the mobile app.

I’ve also attached a screenshot showing the State field value that did not update via the mobile app.

Could someone please assist me with this issue? 

#fieldservice #FSM #Servicenow #MobileAgent

[Ramya V]

Hi @Satkars,

Open the function in Mobile App Builder.

In the Action Item, you can map field values as shown in the screenshot.

(OR)

In the Action step, you can write the code using the following line before the update:

gr.state = input.{nameOfTheInputField};

 These actions will update the user input in the record.

Please mark this response as Accepted Solution and/or Helpful if it resolves your issue.

[Satkars]

Hi @Ramya V 

First, thank you for the quick response. Could you please explain this in more detail?

I added the State field and set its value to Closed - Completed. Then, I clicked on Parameters and selected Input: State. After checking it on the mobile app, it didn’t work.

Also, I couldn’t find the Action Step where I’m supposed to write the script. If you could provide more detailed guidance, it would help me understand better.

Thanks!

[Ramya V]

Hi @Satkars,

I reviewed the Edit Work function and noticed there's a Mobile UI Rule configured to hide the State field. It seems to serve a specific purpose—could you please confirm the actual intent behind this?

Even after removing the UI Rule, the State field is still visible but appears as read-only. 

Since we're driving state transitions through UI Actions, please review whether this change is actually required.

Thanks,
Ramya