1: Where can I download the app from?
- Go to Servicenow store, and search “ ITSM Mobile Agent App’
2: How do I activate ITSM Mobile Agent app, and get a feel of it?
- ITSM Mobile Agent runs on the ServiceNow platform. You should activate the New plugin that enables the ITSM Mobile Application.
3: Where is the documentation link?
- Release Notes: https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/incident-management/ta...
- Documentation:https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/incident-management/co...
4: Will I see same details as I see in the above snapshots?
- The view will be visible to an Agents, and Agents Manager
- Agent Role Fill role detail. Ex: sn.abc.agent.mobile
5: What additional attributes are part of the ITSM Mobile Agent App?
- This plugin provides the mobile interface for multiple ITSM features
- The features are domain seperated,as provided by Mobile Platform
- This feature visible to the customer
- By Opening up network port to app store, this feature can be supported on self-hosted (on-Prem) instances.
6: Can you provide some insights on component architecture, and design lists?
- Use Mobile Platform tables and Data Model
- Remote table were used which are provided below
8: Where can I find clone architecture and design documents?
9: Customization/tailoring FAQ.
Q) What code is intended to be altered by the customer?
A) Yes, customer admins can update the app from studio as well as from Platform
- Few of the customizations are editable in studio and other from platform. This is because Mobile studio currently does not support all the features.
10: How can the customer modify the look, and feel of the feature?
- Most of the look and feel of the app can be customizable.
11: Describe any potential conflicts with previous customizations.
- Conflicts can be many during the upgrade as any change in mobile app under neath changes a lot of files.
12: How does this feature work? Are there any upgrade challenges?
- No upgrade issue as this is brand new introduction in Orlando
- ITSM Mobile is a plugin that is available from Madrid. ITSM mobile agent is the redesigned and V2
- Customers have to inactivate/activate the ALPs according to their needs
13: Suggest best practices for troubleshooting
- Few functionalities are editable in Studio and some are not
- Understanding the Mobile Platform
- While updating using platform, start from the screens files and navigate to the required files (actions, fields, etc)
- Dashboard troubleshooting tips (from mobile platform TOI)
- Build a chart section to home applet launcher
- Delete the chart from the system
- Check node log download file includes the relevant warning
- Check if section disappear from mobile application
