On-call, service request and catalog tasks on mobile

[Camilla Jastrze]

Hello,

I am in need of help figuring out how to do the following:

- I have enabled the on-call scheduling app. I have enabled the mobile agent app. I see a section in the app called "on call schedule" where I can see the schedule but cannot submit a time off request or request to switch shifts. Is there a plugin I need to install? Will the plugin come with an applet that I have to replace the current one with etc?

- I need agents to have the ability to see incoming service requests and catalog tasks and assign them to themselves. Are there OOB menus for this, if so what are they called, what type of mobile element are they (applet? launcher? etc)? Or do I need to make them from scratch in studio?

When searching through docs every time I think I'm in the right place I see a sentence like "Your sys admin will configure this" and I get stuck. I would be very appreciative for a step by step black and white set of instructions. Thanks in advance.

[Rahul Kumar17]

Hi Camilla,

Regarding your first question, the ability to submit time off requests and request to switch shifts in the On-Call Schedule app may depend on the specific configuration of your ServiceNow instance. It's possible that additional plugins or configurations may be needed to enable this functionality. You may want to check with your ServiceNow administrator or reach out to ServiceNow support for more information on how to enable this feature.

As for your second question, there are several OOB menus and mobile elements that can allow agents to see incoming service requests and catalog tasks and assign them to themselves. One example is the "My Work" menu, which provides a list of assigned work items and allows users to create new ones. Another example is the "Service Catalog" menu, which provides access to the service catalog and allows users to order services.

These menus and mobile elements are typically included in the ServiceNow mobile app by default. However, if you want to customize or create your own menus or elements, you can do so using ServiceNow Studio. The process for doing this would depend on your specific requirements, but ServiceNow provides comprehensive documentation and training resources to help you get started.

Thanks,

Rahul Kumar