Agent Mobile Applet Launchers not visible

[ColK]

Hi SN Community.

We have recently launched mobile (ver 11) with 2 custom applet launchers, and so far it seemed like it was working well for everyone, but one person is unable to see the custom applet launchers. He can only see the Notifications and Settings applet launchers. I have checked and the person definitely has all the roles he needs (itil). He definitely has a license to access SN, and his iPhone's iOS is 14.2. I've tried activating the ITSM Mobile plugin and the ServiceNow NowMobile App Screens and Applet Launcher plugin, but nothing has changed for him. Has anyone else run into this issue where applet launchers are available for mostly everyone but not everyone? If it helps, he has an iPhone 7 Plus.

[Gno]

Hi, has this issue been resolved? One of our users is still experiencing trouble on their iOS device. We impersonated the user on an iOS device and were able to see the applets successfully.

[ColK]

Hi Gno!

We've had various issues so I cannot remember what exactly worked with this specific instance, but a list of things we tried and worked for us:

• Make sure Classic Mobile is not installed
• Make sure user has role (probably not your issue if impersonation works)
• Check the "company" field on the user profile; This was the most common culprit, because my company does not use this field but there is a "blank" company record so sometimes users have this "blank" company field listed instead of having an actually empty field. I've also tried looking for the ACL because I assume it's an ACL causing this but no luck, so for now the solution has been to just wipe the company field from the user's profile on the sys_user table.