OOB Mobile Apps

[Chris Gillett]

Apologies in advanced if this already detailed somewhere. I’m looking at getting help in configuring OOB mobile apps for the following user cases:

1. As a non-itil user, I want to login via my iPhone / Android to view incidents I have open, so that I can get the latest updates and add my own notes

2. As a field engineer, I want to see all incidents assigned to me and my groups, so I can review, update, reassign, or resolve when in the field

3.as an Approver, I want to review any Change or Service Requests that require my approval, so that I can approve / decline while away from the office  

4. As a field engineer, I want to see what change tasks are assigned to me and the status of a change, so I can review, implement change when

Any help would be amazing

Chris

[Brad Tilton · Accepted solution]

I believe the first three scenarios are covered in the two existing mobile apps and configurations. The Now Mobile app covers self service users and the ServiceNow Agent app is for fulfillers and approvers working incidents (as an example). The agent app is also extensible to almost any use case. You can find out more information here: https://docs.servicenow.com/bundle/newyork-mobile/page/administer/tablet-mobile-ui/concept/mobile-co...

[Brad Tilton]

I just noticed you're on Madrid, so in that case only the Agent app is available for you which is only the fulfiller experience. The end-user, Now Mobile experience came out with New York.

[Chris Gillett]

Thanks Brad that is just what I needed

[David Ha]

Hey Chris,

This video may help as well getting started building your first list applet in scenario #4: (Create a data item and add query conditions)
https://www.youtube.com/watch?v=7YNGMhp7yGE

As well as some guidance on how to create your own scripted action for scenario #3.

https://www.youtube.com/watch?v=QJGXkPp2XpU&list=PL3rNcyAiDYK38AUkJV5fgp-xknsqHn3RF&index=4&t=0s

The experience on approvals comes pre-built within your mobile workflows on the Now Mobile app in New York. And it's super easy to add additional tables for your approvals.

But in Madrid, you'll need to write custom scripts to get your approve/decline actions to work on your approvals.

Best,

David