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]

Please note that there may be a problem with changing the target of an update to Vancouver 9. (I didn't check whether or how Washington DC updates might be affected.)

The June patching program was originally set to update all of our instances to Vancouver Patch 7 Hot Fix 2b but ServiceNow "proactively" changed the target to Vancouver Patch 7 Hot Fix 3b, which contains the fix for a defect introduced with Vancouver Patch 7 Hot Fix 2b. Vancouver patch 9 was released May 16, 2024 and includes Vancouver Patch 7 Hot Fix 2b, which introduces the defect, but does not include the fixes from Vancouver Patch 7 Hotfix 3b, which was released (or updated) on May 30, 2024. 

The mobile fix will be an important one for some of our users but the defect deserves consideration too.

[Narendra_kumar]

Thanks for letting me know

[sbh]

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.