Customizing Mobile Browser View in ServiceNow

[BriayanH]

Currently working on customizing the mobile browser view in ServiceNow (Xanadu version). We rarely ever use ServiceNow on our mobile devices but we need to make some changes. When accessing incident tickets via a mobile browser (Google Chrome), the view is very basic and doesn’t show the description field and some other fields.

I’ve tried navigating through System Mobile > System Classic Mobile UI and explored some of the options and I can find the homepage and options, but I haven’t been able to achieve the desired outcome of editing the actual incident form.

Here’s what I need help with:

1. How can I add the description field to the mobile browser view for incident tickets?
2. Are there specific steps or configurations I might be missing?
3. Any tips or best practices for customizing the default mobile web experience in ServiceNow?

I’ve attached an image of the current mobile view for reference.

Thanks in advance for your help!

[dedeepyatir]

Hi @BriayanH ,

Were you able to solve this? We have the similar issue. Can you please post the solution here. 

Thank you,
Deep

[HanneR]

Heya, 

You might have figured this out already, but in case you haven't (or anyone else stumbling upon this) here's how I did it:

The way I "fixed" this issue was switching to desktop view.

In the mobile browser, click on and activate "computer version", then when logged into ServiceNow click on your profilepicture, zoom all the way out and scroll down to "desktop view" and click it.

SN now looks exacly like on laptop/desktop, for better or for worse, at least I can read ticket descriptions and work notes 🙂 

[dedeepyatir]

Hi Hanner, 

Thanks for your kind response. I have made changes on the "mobile" view on Incident form. It worked for me. 

Regards,
Dedeepya