Help with Now Mobile App for End-Users

[ShawnaW]

I'm an admin for our instance and our Mobile Now app is working just fine for me and I can see everything as intended.  I've had a few end users reporting that the app is not working or looks like it used too.  While I can see the home, help center, notification and settings icons; they can only see notifications and settings and are unable to submit tickets.  I've checked and compared every setting and configuration in the navigation bar and applet launcher and they both look exactly the same and I am unable to resolve the issue.  I don't believe it's related to roles as users are not assigned any roles and by default should have access to view app.  I've reviewed all community articles and am at a loss on how to correct

[Tanushree Maiti]

Hi @ShawnaW 

Can you confirm whether Availability of your catalog item set to Desktop and Classic Mobile

Try following workaround and check:

1. Set the availability for the item to Desktop and Mobile. 

2. Go to the sc_cat_item_list.do view 
3. Bring the column "Hide on Service Portal" from the list mechanic in the list. 
4. Set this for the item to true. 

5. This will make the item work in mobile and hide it in the portal.

Refer:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0745440#:~:text=Description,h....

[ShawnaW]

Thank you for your reply, all items needing to display are already indicated as Mobile and Desktop.  All items are not hidden on Service Portal.