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]

Sure.

If my answer helped you can you mark it as correct and close the thread.

Thanks.

[Muralidharan BS]

HI Mark,

Go to sys_sg_native_client and check for the role mapped to each app.

The required role should give you the information which you are looking for

[Mark Endsley]

Hi Murali,

Thanks for the suggestion, unfortunately the role field is blank on both apps.

[Muralidharan BS · Accepted solution]

I assume you have tried this,

1. Cache refresh on the mobile

2. reinstall the app 

3. connect to another instance and try it

[Mark Endsley]

I can have one of the other developers try that (since I "fixed" mine with the temporary admin granting I can't rebreak it).