Mobile Agent in Xanadu

[Rhonda Triggs]

Hello, we are implementing the Agent Mobile app and discovered that the HTML field used on catalog items is no longer working in the mobile ui after upgrading to Xanadu. Has anyone else experienced issues with the mobile app after the Xanadu release? It was working like a charm in Washington DC. 

[Community Alums · Accepted solution]

Hi @Rhonda Triggs ,

es, this issue with HTML fields in catalog items on the Agent Mobile app after the Xanadu upgrade has been noticed by others as well.

What’s happening:
In the Xanadu release, the mobile UI framework had some changes that affect how certain fields—especially HTML type fields—render in the Agent Mobile app. Unlike in Washington or earlier versions, the mobile app now handles HTML fields differently, which can cause them to not display or function correctly.

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Possible Workarounds:

1. Use Markdown or Plain Text Fields Instead:

   • If your HTML content is mostly for formatting text, consider switching to Markdown or plain text fields with some basic formatting instead of HTML fields for better mobile compatibility.

2. Custom UI Actions or Widgets:

   • You can create custom widgets or UI Actions tailored for the mobile app that render the HTML content properly, bypassing the default rendering issue.

3. Check for Patches or Hotfixes:

   • Keep an eye on ServiceNow’s release notes or community for any hotfixes addressing this issue post-Xanadu, as sometimes these UI bugs get patched quickly.

4. Raise a Support Ticket:

   • If this is critical, consider raising a support ticket with ServiceNow to get official guidance or a workaround.

[Rhonda Triggs]

Thank you for the information. We did submit a support ticket and were informed that a temporary workaround to restore the plain text field to take the place of the html field on catalog items in the mobile app is being developed while we await the fix. We have not received any further news regarding the temporary workaround. In the meantime, the HTML field is unavailable on the catalog item form during submission in the mobile app.