Would anyone know how to accept or reject a solution for Universal Request in Now Mobile

[abrahams]

We are trying to impliment Now Mobile and would like to know how does a user respond to "Awaiting Response" when a Universal Request has been resolved.  We may be missing something.  I couldn't see any way for the user to accept/reject the solution or close the Universal Request on Now Mobile.

[danmjunqueira]

Hey @abrahams how are you?

In my experience with Now Mobile, when you handling a Universal Request in the "Awaiting Response" state (i.e., when a solution has been proposed and is pending user action) typically requires customization, because the OOTB mobile experience does not include direct accept/reject actions for resolved Universal Requests.

The Universal Request (UR) framework is designed to aggregate multiple fulfillment records (incident, HR case, request, etc.) under one umbrella.

In Now Mobile, the UI is simplified and does not expose full workflow actions unless configured explicitly.

The "Awaiting Response" state assumes an end user should review the provided solution and either:

Accept → Close the request.

Reject → Reopen or escalate.

However, these interactions are not exposed by default on Now Mobile.

So you can extend the Mobile Card / UI Rule to Include Accept/Reject Buttons
You need to customize the mobile card view for Universal Requests when in the “Awaiting Response” state.

Go to Mobile Card Builder.

Open the Universal Request card configuration.

Add two new buttons: "Accept Solution" and "Reject Solution".

Configure each button to trigger an Action or Mobile UI Action:

Accept Solution → Updates state = Closed Complete or status = accepted.

Reject Solution → Updates state = Work In Progress or status = rejected, or reopens child task.

Make sure these buttons only display when: $data.state == 'awaiting_response'

Make sure you track and audit user responses (especially rejections) so your fulfillment teams can reassign or modify resolution accordingly.

Let me know if works.

Warm regards,