Is there a way to determine if an INC or Request was submitted by Now Mobile App

[Andres Jasso]

Hi Everyone,
Recently we launched Now Mobile App for End Users.
We decided to use the existing IT Service Catalog that is in use for our Service Portal. We added this to our Services on Launcher Screen by adding Browse Catalog instead of using the default Browse Services. We are able to see the same forms (items) in mobile that we have in SP.

This was a good move in regards to UX as they would have a 1 to 1 experience, even the icons remain the same from SP to Mobile.

Is there a way to identify which tickets are coming in from Mobile?
Is there a usage meter of the APP and how many people have downloaded it?
Thanks

[Rahul Kumar17]

Hi,

Yes, there are a few ways to identify which tickets are coming in from the Now Mobile App. One way is to create a new inbound email action that is specific to the Now Mobile App. You can create a unique email address that is only used by the mobile app and set up an inbound email action to create a new record when an email is received at that address. Then, you can use a business rule to set a field on the record indicating that it came from the mobile app.

Another way is to use the "Source" field on the Incident form. The Now Mobile App will set the source field to "Mobile" when a ticket is created from the app.

As for usage metrics of the app and how many people have downloaded it, ServiceNow provides a mobile analytics dashboard that can give you insight into app usage, including the number of downloads and active users. You can find more information about the mobile analytics dashboard in the ServiceNow documentation.

Thanks,

Rahul Kumar