FSM Mobile Agent – "UI rule error. Screen unable to load" when adding time to or reassigning a Work

[sharsha]

• Environment: ServiceNow Mobile Agent app (iOS / iPhone), Facilities FSM.

• Issue: In the Mobile Agent app, when the technician opens a Work Order Task and attempts to add time to the WOT or reassign the WOT, the app throws "UI rule error. Screen unable to load." and the screen fails to load, blocking the action.

Steps to reproduce:

1) Log into the ServiceNow Mobile Agent app as the technician.
2) Open an assigned Work Order Task (in the video, a task in Pass Down state).
3) Accept the task (green "Accept" button); "Start Work" then appears.
4) Attempt to add time to the WOT — or attempt to reassign the WOT.
5) Screen fails with "UI rule error. Screen unable to load." (full-screen error + toast with "Learn More").

Observed: Occurs on both the add-time and reassign actions, and persists after the task is accepted.

[sharsha]

@Ankur Bawiskar , @Dr Atul - LNG @Tanushree Maiti , please advise here if you're aware of this. Thanks!

[Dr Atul - LNG]

The primary reason is that the app may need to be updated to the latest version. Please log out, update the app, log back in, and check again.

[Tanushree Maiti]

Hi @sharsha ,

Check two things:

a. The FSM mobile plugin is up to date. Refer: https://store.servicenow.com/store/app/da73ccd2876f7e54231dfd16dabb351c

b. The technician has the appropriate role, wm_ext_manager, to reassign the work.

Reassign a work order task to an agent on a mobile device