Mobile Apps & Platform forum topics

Agent Mobile App - Create Ticket: Attachment is not adding to the Incident record

Sashi007 — Mon, 15 Jun 2026 20:31:48 GMT

Hello,

I'm experiencing an issue in the Agent Mobile App while creating an Incident.

When a user creates an Incident and attaches a file, the Incident is created successfully; however, the attachment is not being associated with the Incident record. The attachment does not appear in the created Incident after submission.

Has anyone encountered this issue before? Are there any specific configurations, permissions, or known limitations related to attachments in the Agent Mobile App that should be verified?

Script:

(function WriteBackAction(parm_input, parm_variable) {

//Type appropriate comment here, and begin script below

var gr = new GlideRecord('incident');

gr.initialize();

gr.setValue("caller_id", parm_input.caller_id);

gr.setValue("category", parm_input.category);

gr.setValue("subcategory", parm_input.subcategory);

gr.setValue('urgency', parm_input.urgency);

gr.setValue('short_description', parm_input.short_description);

gr.setValue('description', parm_input.description);

gr.setValue("impact", parm_input.impact);

gr.setValue("assignment_group", parm_input.assignment_group);

gr.setValue("assigned_to", parm_input.assigned_to);

gr.setValue("business_service", parm_input.business_service);

gr.setValue("cmdb_ci", parm_input.cmdb_ci);

gr.setValue("contact_type", "mobileappnew");

if (!gs.nil(parm_input.company))

gr.setValue("company", parm_input.company);

if (gr.insert()) {

gs.addInfoMessage(gs.getMessage('Success! {0} created', gr.getValue("number")));

} else {

gs.addErrorMessage(gs.getMessage('Failure! Incident creation failed.'));

}

})(parm_input, parm_variable);

Any guidance would be appreciated.

Thank you!

How to fire Business rules when a record is created/updated/deleted via an update set

yashxsharma — Mon, 15 Jun 2026 12:48:16 GMT

Hello Community,

I have a requirement related to an existing Business Rule (BR) in Production that sets certain records in the Auto Flush Rule table to inactive and prevents users from reactivating them.

However, we’ve observed a scenario where, if a user captures an Auto Flush rule in an active state within an update set and promotes it to Production, the record gets created as active, bypassing the intended restriction.

I understand from a ServiceNow article that this is expected platform behavior.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867344

That said, I would like to explore whether there is any workaround or best practice to ensure that such records are not created as Active in Production.

Any insights or recommendations would be greatly appreciated.

Thank you!

Now Mobile Catalog Item icons not visible

Akhila — Mon, 15 Jun 2026 11:26:06 GMT

Hi,

I have a list of catalog items which is populated with both the Icon and Picture with jpeg or png image 100×100. Also, set availability is set to both Desktop and Mobile. For a few catalog items im unable to see the image in the list, however when I search for it specifically or open the catalog the image is visible. Any leads on what to check on ..

Change color in Now Agent tab bar icon

SebastienH — Mon, 15 Jun 2026 07:36:14 GMT

Hi,

I need to change the color for icons on my navigation bar (in Now Agent), i cant find this possibility in the theme builder (mobile).

it's maybe possible, the color is different in Polaris or Coral defaut system theme.

I dont have the same menu has the helper documents of Zurich in Servicenow

have u some tips ?

Now Mobile ai search not showing record producers

johansec — Tue, 09 Jun 2026 16:14:01 GMT

We are rolling out Now Mobile with AI search. Our users use search the majority of the time to find what they are looking for. One of the most common occurrences is when something is broken. For instance "My laptop is broken" and we want the AI search to notice broken is in the verbiage and show a result for the OOB catalog item Something is broken. For some reason record producers are not showing up.

I have looked at the Services search source and it is included however did notice when i look at ai preview AND in mobile the Services filter breadcrumb actually increments but does not show the result. Meaning it found it but just fails to display it.

Any tips on just how to get a simple record producer to show in AI search?

I feel like this should be very common and easy to configure, I must be missing something obvious.

Mobile App Builder – Auto-Populate Requestor Field on Load Not Working

EricaT_ — Fri, 29 May 2026 05:46:45 GMT

Hi,

I have a Requestor reference field on my mobile app form that I would like to automatically populate with the currently logged-in user's name on load.

I have attempted to implement this using a Mobile UI Rule Action with a client script, however it does not appear to be working as expected. Here are the screenshots that I have tried.

Could you please advise if this functionality is supported in the Mobile App Builder, and if so, what the correct approach would be?

Thank you for your assistance.

Automatically Focus Next Field on Mobile Keypad Return

EricaT_ — Wed, 27 May 2026 21:00:26 GMT

Hello,

I started looking into developing mobile apps a few weeks ago. While testing the Now Mobile or Mobile Agent app, I noticed that when entering a value in a string input field and pressing Done or Return on the keyboard, the keyboard disappears but the cursor does not move to the next field automatically. I believe is it a normal behavior.

Does anyone know if there is a function or configuration that can automatically move the focus to the next field after pressing Done or Return on the keyboard?

Thank you

Field Service Mobile Swap part

4886talga — Tue, 26 May 2026 08:00:43 GMT

Hi,
Working instance Australia

I'm trying to swap parts in ServiceNow Field Service Mobile and I'm having an issue when using barcode scanning.

I am able to scan the barcode successfully. I tested scanning one barcode at a time using:

Serial number
Asset name
Asset tag
sys_id

When I enter the value manually, the error disappears and I can complete the part swap successfully.

However, when I use Scan to Swap, I get an error.

Has anyone experienced this issue before or knows what field/value the barcode scanner expects during the swap process?

NowMobile App Navigation

AbdulMajidK8082 — Thu, 21 May 2026 10:04:23 GMT

Hi All Recently One problem came when I was working on the Now MobileApp where One web Screen redirects to another web screen from there I wanted to give one button that redirects me to my launcher screen is there any way to do it?

Beginner Question About Mobile App Builder Setup

Lisa Goldman — Mon, 18 May 2026 16:54:07 GMT

Hello,

I’m new to using Mobile App Builder, so I’m not sure if this is the correct community for my question. If not, could someone please direct me to the appropriate forum for mobile development questions?

I’m starting to learn mobile app development for upcoming projects. I’ve watched many YouTube videos on how to get started with mobile development. In one of the videos, I noticed an iPhone emulator running on Windows alongside the Mobile App Builder. Whenever changes were made to the mobile app, the updates immediately appeared in the iPhone emulator, which seems extremely helpful during development.

Could someone please explain how to configure this setup? Thank you

Thank you.

unable to open ServiceNow PDI -internal error/unscheduled maintenance message

23nu1a4221 — Mon, 18 May 2026 15:22:31 GMT

Hi Team,

I am unable to open my Personal Developer Instance (PDI).

When I try to open it from the ServiceNow Developer portal, I get the following messages:

- “Developer Instance is undergoing unscheduled maintenance.”
- “We’re having trouble opening your instance due to an internal error. We should have it fixed in a few minutes.”

This issue has been occurring continuously, and my instance is not loading.

I already tried:
1. Refreshing the page
2. Logging out and logging in again
3. Trying in another browser
4. Waiting for some time and retrying

But the issue still persists.

Could anyone please help me understand:
- Whether this is a temporary ServiceNow issue
- Or if my PDI is corrupted/stuck
- And what steps I should take next

I have attached screenshots for reference.

Thank you.

How to create a UI rule and create a field in the now mobile

TEJAS — Mon, 18 May 2026 07:33:43 GMT

Hi Community ,
As you can see in my screen shot this the now mobile app ,
As you see in quick links you can see Request IT assistance it is opening the create incident ,
I am new to now mobile app so how to go to that create incident and create a variable and add a ui rule for this create incident.
Below is the screen shot

Thanks in advance

agent mobile app

Thereza Van der — Thu, 14 May 2026 11:22:16 GMT

Good afternooon all 🙂

I would like to know if it is possible to add an alias/short description on the mobile app under 'Who's on-call? Managers who would use the On-call scheduling on Agent Mobile do not always know the assignment groups so I want to add a short description under each group name that would be easier for them to recognise the group they're looking for.

Regards

Thereza

Mobile App Builder – Dynamic Filtering of Consumables Based on Selected Stockroom (Reference Field)

RavitejN — Fri, 08 May 2026 12:34:25 GMT

Hi Community,

I am working on Input Form screens in Mobile App Builder and need help with dynamic reference filtering.

Background (Native UI behavior)

One Stockroom can have multiple Consumables
In the Stockroom record, Consumables appear in the related list
In the Consumable table, there is a reference field to Stockroom
This works correctly in the native UI

Requirement

In Mobile App Builder – Input Form:

I have two reference fields:
1. Stockroom
2. Consumable
When a user selects:
- Stockroom 1, only the consumables belonging to Stockroom 1 should be shown
- Stockroom 2, only the consumables belonging to Stockroom 2 should be shown

Example:

Stockroom 1 → 10 consumables → Only these 10 should appear
Stockroom 2 → 3 consumables → Only these 3 should appear

This should behave similar to a dependent reference field.

What I Tried

I configured Input Attributes for the fields:

For Stockroom field:
- Source table: alm_consumable
- Source field name: stockroom
For Consumable field:
- Source table: alm_consumable
- Source field: sys_id / display field

However, this setup does not filter the consumables based on the selected stockroom.
The Consumable field still shows all consumables regardless of the chosen stockroom.

Questions

Is dynamic filtering of one reference field based on another supported in Mobile App Builder Input Forms?
If yes, what is the recommended approach?
- Input Attributes?
- Reference Qualifier?
- Data Item / Scripted source?
- Any Mobile App Builder limitation?
If not supported out of the box, is there any workaround or best practice?

Any guidance, examples, or documentation references would be very helpful.

Thanks in advance!

Unable to log in on real mobile devices (Agent app & browser) – works on desktop

matinbsch — Fri, 01 May 2026 12:46:34 GMT

Hi everyone,

I’m running into a login issue on mobile devices and wanted to check if anyone has seen this before.

I can log in to my ServiceNow instance without any problems on my laptop (including incognito mode). MFA is triggered correctly and everything works as expected. Even when I simulate a mobile device using Chrome DevTools, login works fine.

However, on real mobile devices (both Android and iOS), I’m not able to log in at all. I get the message “username or password invalid” – this happens both in the mobile browser and in the ServiceNow Agent app.

I’m using the exact same credentials, and I’ve double-checked input, keyboards, etc. Since it fails consistently across devices, it doesn’t seem to be a client-side issue.

This makes me think there might be some kind of server-side restriction, such as:

Has anyone experienced something similar?
Is there a known configuration in ServiceNow that could block real mobile devices while still allowing desktop (and even DevTools mobile simulation)?

Any pointers on where to look would be appreciated.

Thanks!

Unable to see Mobile App Builder configuration in ServiceNow Agent / Now Mobile (Zurich PDI)

Rohitp484 — Thu, 30 Apr 2026 06:58:30 GMT

I am working on a ServiceNow PDI (Zurich version) and trying to configure a simple mobile experience using Mobile App Builder.

What I have done:

Created a Mobile App Config:
- Type: Agent
- Navigation bar: Mobile Agent
- Access control type: (tried both "None" and "User roles")
- Active: True
Created a screen in Mobile App Builder:
- Type: List
- Table: Incident
- Condition: Assigned to = Me
Added the screen to the Mobile App Config navigation.
Installed and logged into both:
- ServiceNow Agent app
- Now Mobile app

Expected Result:

I should see at least one application and the configured screen in the mobile app.

Actual Result:

In Agent app → “No Application defined, Please contact your administrator”
In Now Mobile → Only default incident-related items visible, not my custom configuration

What I already tried:

Changed Access Control to None
Logged out and logged back into mobile apps
Cleared app cache / restarted app
Verified config is Active

Questions:

Do we need to explicitly link Mobile App Config to users or roles in Zurich PDI?
Is additional plugin activation required to see custom apps in Agent/Now Mobile?
Is there any step missing between Mobile App Builder and Mobile App Config assignment?

Any guidance or checklist to correctly expose a Mobile App Builder configuration in mobile apps would be helpful.

Using Now Mobile on PC

marloii — Fri, 24 Apr 2026 01:28:15 GMT

Hi everyone,

I’d like to ask if there’s a way to operate Now Mobile on a PC.
Is it possible in recent versions that it is natively supported?

Has anyone tried accessing it through a browser, emulator, or any alternative method?
If so, I’d appreciate any guidance or best practices you can share.

Thank you in advance!

Field auto-population issue in ServiceNow Mobile app

_Tanvish — Thu, 23 Apr 2026 12:14:16 GMT

Hi Community,

I’m working with ServiceNow Mobile and trying to auto-populate a field on a form when creating a record from a related record.

The same setup works as expected in the desktop UI, but in the mobile app the field is not getting populated even though the configuration and scripting look correct.

Has anyone faced this kind of issue with auto-population in mobile forms? Are there any specific considerations or differences in mobile that might cause this behaviour?

Thanks in advance.

Can't Change Subject in Focus Color

mdegn — Fri, 17 Apr 2026 12:44:38 GMT

Hi everyone,
Does someone have a clue about how you change the green color of things in focus/highlighted? I can only find Focus Ring and Focus Ring Shadow in the theme builder which doesn't change the green coloring.

It seems like it should be possible since it's blue in the Polaris theme.

Thanks in advance!

AI lens enabling in incident form in now mobile

Kurmeti Srinidh — Fri, 17 Apr 2026 07:12:24 GMT

Use a record-based incident form
Configured Now Mobile form view for incident and enabled it to be visible on now mobile widget. How do we enable AI lens for the form.?