Now Mobile - Mobile App Builder Upgrade 24.8.0 Incident Categorization Issues

[Zackery Reynold]

I'm having some issues since upgrading our plugin for Mobile App Builder from 23.7.0 to 24.8.0.

Production has:

• Mobile App Builder 23.7.0 (working)

Sandbox / Development / Test have:

• Mobile App Builder 24.8.0 (issues)

I tested with our Training environment and noticed everything was working as expected with 23.7.0. but when I upgraded the plugin, that's when I had the issues there as well.

It involves our "Create Incident" "Input form screen" categorization.

Our categorizations are:

• Category (Non-Dependent)
• Subcategory (dependent on Category)
• Product Type (dependent on Subcategory)
• Issue Type (Non-Dependent)

At first, I was having an issue with the Subcategory.

Regardless if I selected a Category or not, it just shows blank.

I was able to resolve this issue by changing the Input Form Screen 'Fetch Type' for Create Incident to On-demand from Auto.

Now the Product Type is showing blank after I select the Subcategory.

The hierarchy on how our Create Incident is set up is from:

Function > Action Item > Input Form Screen > Inputs > Input Attributes

I was wondering if anyone has ran into a similar issue after upgrading, and may have a fix for it?

[Zackery Reynold · Accepted solution]

I created a case with ServiceNow and they figured out the issue and created a Problem ticket.

It's an issue with our Values.

ServiceNow is looking for lowercase letters with Xanadu, and ours start with capital letters for each word.

For example, we have Business Unit. Once we set it to business unit, it worked as expected.

We had to change our Dependent Value and Value field for every one of them until they fix it.

[ShaliniJain]

Hi  @Zackery Reynold 

I am also experiencing same issue Xanadu Patch 4b. Could you please share the PRB ticket number and also if this has already been taken care by ServiceNow in next patches or any date they have given?

Thanks & Best Regards,
Shalini jain

[davidmurch]

Hi @Zackery Reynold thank you for sharing.  I would also be interested in looking at the PRB to see if there is anything we can do to improve the UX in Mobile App Builder when this situation presents itself.