Adding a field to the smartphone app.

smithro · ‎08-19-2014

We've recently upgraded to Dublin and would like to roll out the smartphone app to our user to create and manage incidents. I noticed when I tried to create a new incident that the subcategory field is not present, only the category. Is there any way to have the subcategory field added to the mobile UI ?

ben_hollifield · ‎08-19-2014

Hey Robert - No problem! All you need to do is edit the form layout for Incident like you normally would (Right-click the header of the Incident form and click 'Personalize'>'Form Layout'). On the next screen, just be sure to select the view titled 'Mobile' (you can create a new view named 'mobile' if that one doesn't exist). Then, add/edit whatever fields you need, and they should subsequently appear on your mobile interface.

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amacqueen · ‎08-19-2014

Sorry Robert it's now getting over my head, hope someone else can help

ben_hollifield · ‎08-19-2014

This may well be a limitation of the mobile interface (and the reason that the Subcategory field isn't included on the existing form). You could mimic the same behavior by building an advanced reference qualifier (Reference Qualifiers - ServiceNow Wiki) against the Subcategory field. That isn't going to be a trivial task, as the reference qualifier will need to do a query against the sys_choice table, returning a list of the valid subcategories based upon the current category selection. It may also require some changes to the existing desktop view configuration. For an experience SN developer, you're looking at a couple of hours of work, but it's pretty 'in the weeds'.

The easy way out is to sacrifice subcategory for mobile-submitted Incidents. But, if you're feeling ambitious, the info above should get you started!

smithro · ‎08-19-2014

I believe you are right. It seems odd that you can't easily make a dependent field on the mobile interface like you can the desktop. At this point, I am going to pull the subcategory off the mobile UI. I don't have the time or resources to play around with it.

I appreciate your (and everyone's) help with this matter.

amacqueen · ‎08-19-2014

Try this Robert. Open an Incident and in the tile bar left click on 'Incident' and change the view to 'Mobile' and personalize the form there. Remember to switch view back once your done.

HTH

domaners · ‎08-19-2014

Hi Robert, open an Incident on the desktop version, then right-click the header and select "Mobile" from the View menu. Then, right click again on the header, go to Personalize > Form Layout. Now add the Subcategory field to your view and save.