How do you turn on the ITSM mobile agent app?

[e_wilber]

I'm not sure what I am missing-

For Cases and FSM, I've installed the mobile plugin and it works as-is as soon as the plugin is activated and you log in to the app with a roled user.

For ITSM, I installed the mobile plugin yesterday and tried to sign in with an ITIL user and all I see is "Notifications" in the mobile app and it's empty. I don't see any incident widgents, any work widgets, or anything else on the screen.

Is there another step I need to take in order to turn this on?

[Tony K]

Did you download it from the ServiceNow store first? The ITSM part was a little confusing when I went through it. You have to download from the apple/android app store, but also have to download from the ServiceNow store first, activate in all instances and then use the mobile app. 

[e_wilber]

Yes, I have the Agent app on my phone as I use it for other instances just fine. When I log into this instance that I just installed the ITSM mobile plugin on, it's just completely empty for my ITIL user.

[Tony K]

The other issue I ran into is that we upgraded from an older version. There was still a legacy setting that had to be disabled and then the ITSM plugin worked on mobile. Originally it only showed applications. 

https://community.servicenow.com/community?id=community_question&sys_id=6251dbbadb0aecd011762183ca9619c7

The other thing you could do is go into the mobile app studio, open the ITSM app and just verify that it's all looking correct with the various screens and launchers there. Atleast that would tell you the app is ok. 

[e_wilber]

Hi Tony,

Do you know what this app is called under studio? Below is what I am seeing and I don't see one named Incident but there is one named ITSM Workspace. When I click on ITSM Workspace it says it can't be customized in studio so I don't think this is the correct one.