Service Agent App - Does not display "My Incidents"

[Anish Reghu]

Dear experts,

Expected Output: Create an incident in Web UI and update the incident from the ServiceNow Agent app UI.

I tried to do the following:

a) Created an incident on Web UI.

b) Assigned it to Incident Management group, where I am part of.

• The Incident Management group contains the role incident manager.
• Hence, I inherit the roles, being part of it.

c) Assigned the incident to myself on the Web UI.

d) Logged in on the Service Agent App on mobile.

e) The mobile interface doesn't list the Incidents assigned to my group, from where I can pick it up and update!

Please advise, what else should be configured on the mobile app - Service Agent to showcase the Incidents, especially the ones assigned to my group. What am I missing?

Regards,

Anish

[Anish Reghu · Accepted solution]

Thanks, this issue is now fixed.

It requires the ITSM Mobile Agent plugin to be activated, which is not activated by default, since NewYork release.

Regards,

Anish