Need to configure the "Report Issue" form in My Locker Applet in NOW Mobile App

[Subhajit Mukhe1]

Hi,

In NOW Mobile App, within the Services applet launcher, if we navigate to the My locker applet, we can report an issue for assets assigned to me by clicking the Report Issue button. It takes us to a page where we can provide the urgency or short description and raise an Incident against the asset.

Just wanted to know if we can customize the Report Issue form with some more fields. I tried editing the create incident and report outage record producers but the changes were not reflected in the mobile form. Is there a way to achieve this?

If not possible, can we deactivate the report issue button from the my locker applet itself.

Any guidance will be appreciated.

[Joshwa Antony S]

Hi Subhajit,

I don't think its possible.

I too tried at my end. I was expecting UI parameter and action parameters with button OR quick menu for this but didn't find anything.

Its having only screen fields at https://yourinstance.service-now.com/sys_sg_details_screen.do?sys_id=c286eb4887d83300693331a2f5cb0b66&sysparm_record_scope=fe12f0f077232300454792718a106192&sysparm_nostack=true.

Regards,

JAS

[MrMuhammad]

Hi Subhajit,

You can add more fields to "Create Incident" record producer. I tried it worked for me. After adding the new fields you need to re-login into the now mobile app. See screenshot below, i have added impact field.

Record Producer - https://YOURINSTANCENAME.service-now.com/nav_to.do?uri=sc_cat_item_producer.do?sys_id=3f1dd0320a0a0b99000a53f7604a2ef9

Thanks & Regards,

Sharjeel

[Subhajit Mukhe1]

Hi,

The issue is not with the record producer.

If I update the record producer and then search for that catalog, it works fine.

But, if you see the My locker applet in services applet launcher, it will display assets assigned to you. If you open any record, scrolling down you will see a report issue button. If you click on that, it loads a create incident form with urgency and short description fields. I wan to customize that form which I am not able to achieve.

[Joshwa Antony S · Accepted solution]

Hi Subhajit,

As I said, I tried and its seems not possible. You can reach out to HI if its very need.

I would like to highlight alternative option which you might know already, but here it is

Why don't you create a normal applet to show my assets (list view and form view). You can control it entirely what to show in list and what to show in form.

You can deactivate/remove the "My locker" section from "Services" applet launcher and keep your custom.

Please mark my answer helpful/correct if its helps/solves your issue.

Regards,

JAS