SN Agent Mobile Not Loading for Single User

ColK · ‎02-14-2022

We have a custom application set up with Agent Mobile, and only 1 specific role is needed to access the custom application. I have confirmed that other users are able to access the app, and they see the applet launchers properly, but 1 user is unable to see the applet launchers from the custom application, and can only see the notification and settings launchers. The user definitely has the specific role needed to access the application, and he is able to view the launchers in our development instance, but not in our production instance. We've also tried using a different phone, but he is unable to see the applet launchers in the custom app (in prod). Has anyone else had this issue?

Logan Poynter · ‎02-14-2022

Hello ColK,

There has to exist a difference between environments for the user's profile if Dev works and Prod does not because what you're describing is an ACL issue. Remember that user/groups/roles are not carried over in update sets, so I would double-check there is a 1:1 match between environments for the user in question.

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

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ColK · ‎03-16-2023

Hi Rachel!

In my specific case the issue I was running into was the Company field, so I would compare the XMLs of the same user in the sandbox and test.

But seeing as how this is affecting all users, it sounds like there is a missing record somewhere. Which instance of ServiceNow are you currently on?

Rachel55 · ‎03-17-2023

San Diego

ColK · ‎03-22-2023

I think it's available in San Diego, but you could try checking the Navigation bar for the app you are working with (Agent/Now). It should be under "System Mobile" > "Navigation Bar", and then select the app you are working on. There should be a list on the record of the navigation tabs currently available, and if the applet launcher you expect to see is not there, then create a new navigation tab for the applet launcher.

Rachel55 · ‎03-22-2023

It is showing in the nav bar in the platform, but it does not show up when you sign into Mobile Agent.

ColK · ‎03-22-2023

And you have the needed roles for the application right?

What about the company field? If it's filled in on the user record, try clearing it (empty it) and then retrying Agent.