NOW Mobile Users cannot see anything unless they are given admin temporarily

[Mark Endsley]

Hi Everyone,

We are facing an odd problem with an OOTB mobile implementation. Now Agent seems to be working normally, but our NOW mobile users can't see any of the OOTB applets. This can be remedied by granting a user admin access, then having them reopen the app. Once this is done once everything seems to work fine.

User who hasn't been granted admin once:

User who has been granted the admin role then had it taken away.

It is almost as though there is something that needs to be accessed once that normal ITIL users cannot get to. We are running this out of a Blackberry container.

NOW Agent seems to work fine...

Any ideas?

EDIT: I should add that even after revoking the admin role the users that were temporarily granted it can see everything we'd want them to.

[Saurav11]

Hello,

Please check if the Applets and applet launchers are restricted by admin roles

Please follow below step:-

Navigate to Applet launcher

 

Once opened then you need to open to open any launcher

Once opened check if there are roles 

then you can check for applets by opening the body tab and opening any record:-

There as well you can check if there are any roles required configured

'

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[Mark Endsley]

I do see some have roles on them, but not all. There are many that don't have any required roles. These appear to be the ones that work on the account I granted admin to then took it away.

[Saurav11]

So you did not do any configuration right and OOB there are issues.

If yes I would suggest raise a Hi ticket with them as it is an issue with the platform they will easily help you.

Please mark answer correct/helpful based on Impact

[Mark Endsley]

Thanks, I just opened a ticket.