Accessing/editing variables from now agent mobile app

[Dharani Krishna]

Hello All,

We have a requirement where we need to edit couple of variables before closing the catalog task from now agent mobile app.

Was able to display variables on details screen but was unable to configure variables in edit button (function nor action item).

Any inputs/suggestions are greatly appreciated.

Thank you!

[Steven Parker]

Being that catalog tasks have varying different variables (essentially each task in our system could have different variables on it).  How do you create an edit button to edit a task when each task variables could be different?

The Incident has category, sub category, short description, etc...so Editing that is the same for every Incident, but a Catalog Task could have any variable on it that you can create.  So I am just confused on how you create an edit button that would allow you to populate data on a task (maybe some variables are mandatory on the task) when each task can be different.

[Dharani Krishna]

Well! We know what variables are been used on a particular catalog task and that being said, you'll have to create separate parameters and map it accordingly for each of the variable (in edit function) and hide the rest of them using mobile UI rules limiting to display only few of them based on the task OR I believe the catalog UI policies might work on the mobile as well. So, you just need to develop a proper condition on the native view that'll reflect on the mobile. 

This might not be a feasible way to do it, but since there are no other potential ways to access variables from mobile, I just followed this.

[Steven Parker]

Yea that's just not feasible.  When you have 1,000 different catalog tasks and a 1,000 different variables, there is no way we can build this out for each variable.

It's really disappointing in the lack of OOB functionality in the Agent app around Catalog Tasks.  Ideally you would work tasks in the app just as if you were sitting at your desk.  Some of our agents like to work tasks while they are in the field, but they aren't going to be able to at this time unfortunately.

[Adam43]

I'm actually starting an Impact conversation around this- hoping to get some assistance with our use case.

[Steven Parker]

We have impact as well so let me know your results with this.  I still don't know a way to allow our ITIL users to work/edit tasks in the agent app with all the tasks having different variables on them.

I created the ability for them to assign catalog task to themselves, but they can't work or edit the tasks.