How to design the Agent mobile app layout to change based on what functions a particular user needs?

[Sara3]

We want to design the Agent mobile app layout to change based on what functions a particular user needs. We are using personas like a Manager, ITIL user, SOC, etc.  For example, I would want my managers to see information about products they own, approvals, timesheets, etc.  Below are some examples. 

I'm looking for best practices on how to do this.  If anyone has done this before, could you tell me how you got started? Also, do we need to create new roles/groups for the mobile app, or utilize existing roles? Thanks!

• IT Managers and above 
  
  • Approvals
  • Contract approvals
• ITIL fulfiller
  
  • Requests
  • Incidents
  • My Team's work
• Secops
  
  • Vulnerability 
  • Security Incidents

[Ivan Betev]

Hey Sara,

I hope you are doing great.

1. I'd start with the ServiceNow store and Plugins to check if there is already a product available for your needs;

2. If there is something that fit your needs just use it, if not completely, consider customization;

3. If there is nothing though, you probably need to work on it from the scratch.

Technically speaking you just need to create required screens and put them in section which should be connected to the specific roles, based on which users will see the content in the app.

As for the development best practices, here is a very good guidance - Mobile Dev Best Practice - Rome

Regards, Ivan

[Sara3]

Do you know if I will need a separate Mobile app config (in the Mobile App Builder) for each persona I want to customize for?  Or would it all be in the same Mobile app config, but just visible to whoever has access?

 The idea is to customize the experience for the job function of the user.  This comes into play when you're planning what order you want list items to show, etc.  It will be a different order or possibly even view for a manager than for a fulfiller.

[Ivan Betev]

Hey Sara,

No you don't need a separate config. The idea is that the Launcher Screen or UI section with the required features are visible only for the role holders.

Regards, Ivan

[Rameswar1]

Hi Sara, the below docs should help:

• IT Managers and above 
  
  • Approvals
  • Contract approvals
• ITIL fulfiller
  
  • Requests
  • Incidents
  • My Team's work
    
    

>> Fulfiller experience in Mobile Agent app

Please check out the Get started with the mobile app for Approvals, Get started with the mobile app for Approvals from that above doc, please.

• Secops
  
  • Vulnerability 
  • Security Incidents

>> You can find more details on security incident via mobile app here: Mobile Experience for Security Incident Response


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Hope the above helps, thanks!