Is there a way to consult unassigned incidents from other teams via ServiceNow Mobile?

[henrique-orsi]

Hello, ServiceNow community! I hope to leverage your expertise on something I need help with.

Is there a way to consult unassigned incidents from other teams via ServiceNow Mobile?

Context:

- I have RESOLVER role in ServiceNow;

- Via browser, I can access any ticket(incident, service request, change, etc.), regardless of whether it's assigned to one of my teams or not;

- I installed ServiceNow Agent on my cellphone, and there I have only "My Incidents", e.g., incidents assigned to me/to my assignment groups associated with me, so it doesn't attend to my needs;

- I installed Now Mobile on my cellphone, and there I have only RITMs and some other dashboards, so again, it doesn't meet my needs because I can't consult any incident.

My goal: Be able to consult any incident ticket that is reported to me when I'm without access to my computer, e.g., via cellphone.

Do you have any suggestions on how to do this? I appreciate any help you can provide.

[PaulSylo]

Hello Henrique,

I think this can be highly possible when you create a custom screen in the ServiceNow agent mobile app itself. all you need to do is create a list view screen layout define the data source on the incident table ( Ex: to see all unassigned tickets) and configure the action as needed using mobile builder. 

[henrique-orsi]

Hi @PaulSylo. Thank you for your answer.

I reinstalled the ServiceNow Agent app, but I couldn't find this option called "mobile builder" nor a section that allows me to crate this "list view screen layout" where I can put the incident table as the source.

Would you mind providing the steps to do it? Or provide a link where the steps are described?

Thanks in advance.

[henrique-orsi]

Hi @PaulSylo  and anyone else who might know how to do it - Could you share more details on it, please?