No Agent - 'No data found' / 'No Results found'

Dan Brown2 · ‎06-26-2020

Hi,

I am having a few issues with the NOW Agent mobile app.

When I open one of the 'My Incidents' options - I get the error 'No data available' (there should be as there are open incidents)

When I open one of the Group Incidents options - I get the error 'No results found' (again there should be incidents there)

Any help appreciated

Dan

MrMuhammad · ‎06-26-2020

Hi Dan,

Have you checked if open incidents in the platform meeting the criteria of the data item being used in My Incident and My group incident applet. Let say My Active incident or My group incident will show the data if you meet below criteria.

Active Incidents Criteria

My Group Criteria

Please mark this correct & helpful if it answered your question.

Thanks & Regards,
Sharjeel

Regards,
Muhammad

View solution in original post

Cheri M · ‎07-16-2020

I am having the same issue except it's only the group incidents. My group assigned incidents meet the criteria. I checked the data item (oob) and it looks correct. I just enabled ITSM Mobile Agent. Mine says "No Items Available". I tried creating my own data item but it yielded the same results, none.

MrMuhammad · ‎07-16-2020

Are you able to see the records in the platform with the same filters that you applied on the data item?

Did you tried re-login after creating the data item?

Regards,
Muhammad

Dan Brown2 · ‎07-17-2020

In my case I found that it was the Selected Fields in the Overall settings of the Applet, for me it was replacing the State with Incident State. So might be worth checking there.

Dan

sanna3 · ‎11-16-2020

Hi, Cheri!
Did you find a solution to your issue?

I have the same issue, our itil users are not able so get any result in the grouped list applet we created. However, admin users can see their tickets in the grouped list.

The screen just show "no data available" for itil users.

Our itil users are able to see tickets in other list applets.

emaasalmi · ‎12-30-2020

Has anyone been able to solve this issue? I'm having the same problem and it seems to be linked with ACL's, but can't quite figure out how.

In our customer instance, we have multiple custom roles, and based on a certain value on (custom table) records, we display the records only to users with corresponding roles. These rules have been configured using ACL's, and they work as expected when logged into core.

If I give access to my test user's role to all records on "table" and "table.*" levels, I can see the grouped list just fine, but when the records are restricted by our ACL configurations, I just get the "no data available" text. So to me this looks like the mobile app is not evaluating the ACL's the way I'm expecting it to.

Also, the group list seems to work with certain fields in the grouped by -field, but not for most of them.

Update: I also have a "normal" list applet with the same table+conditions in its data item. That applet displays the records correctly. So the problem must be related to the group list applet type.