Update Priority Lookup on Incident Mobile --- Data Lookups unsupported on mobile.
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11-22-2022 02:01 PM - edited 11-22-2022 02:03 PM
@David Ha We have been configuring the mobile apps for ServiceNow starting with adding incidents.
In classic and in the UI16 view for creating a new incident, when the impact and urgency are changed, the priority is changed based on the Data Lookup for Priority on Incident. We created a mobile action and I was attempting to make an input form screen for creating an incident that will do the same thing for looking up the Priority. Mobile doesn't seem to have this feature and I was wondering if that's in progress or is there another way to set a dependent field from a data lookup in mobile? I've been looking at a way to script it from the action item script and checking that way, but that seems like a bad workaround. A user should be able to change the impact and urgency and see what the priority would be for their incident on the mobile view.
This related thread makes me think this is a common use case for creating an incident when a user sets the priority based on the other two fields.
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11-22-2022 07:23 PM
Hello,
Yes unfortunately the data lookup does not work on mobile app. There is no OOB way to configure this , you can always raise a HI ticket with ServiceNow to check if there are any better alternatives but i doubt there are any.
Please mark my answer as correct based on Impact.
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11-23-2022 05:31 AM
I would like to correct my statement. It appears the data lookup does work on the backend as expected, if you set the urgency and impact using the create incident function (not an input form screen) it does set the priority correctly. I do wish that input form screens and the create function had a way of seeing what the priority would be BEFORE the incident is submitted. But it appears the data lookup does work when the incident is submitted.
