RITM variables not showing up on Now Mobile 'My Requests' Details screen

[Arnold Hucks]

Hi all,

I'm facing issues with requests in my customer's instance and also in my PDI instance (Washington DC):

After a user requested a catalog item via Now Mobile he can look at the details of the Requested Item.

In the ServicePortal the variables are showing up but not in the Now Mobile Details screen.

Our mobile users really need to see which options they requested.

Beside of adding a variable to the item the PDI is out of the box.

I wonder if anyone run into the same issue and can share a resolution or workaround to show mobile users the variables/options of their requests in Now Mobile.

[sbh]

I have the exact same problem. Did you ever find a solution for this?

[Narendra_kumar]

Even, I'm facing the same issue. I think the fix should come from servicenow

[sbh]

I agree. I'll open a support case with ServiceNow and hope to post the solution here when I get it.

[sbh · Accepted solution]

@Umesh Jayachandra (NOW) solved the case right away. Thank you, Umesh!

I found that your issue is related to an existing Problem PRB1751304 ....

Solution Proposed:
I am pleased to inform you that this issue has been resolved in our Vancouver Patch 9, Washington DC Patch 3, Washington DC Patch 3 Hot Fix 1 releases which is now available for upgrade!

IMPORTANT if you're still on Vancouver:

• Vancouver patch 9 alone will fix the issue with RITM variables not showing on Agent Mobile
• Vancouver patch 7 hotfix 3b (the current Vancouver target) contains fixes for three defects. One is fixed in Vancouver patch 9; the other two are not.
• Vancouver patch 9 hotfix 1 contains fixes for the mobile issue and all three defects. Thank you, Durga Palavesam Marimuthu (NOW) !!