ServiceNow (Mobile) Agent Application - Insert Specific Work Note during Incident Creation

[keolson]

Hi all,

The Help Desk manager is looking to roll out a pilot for the ServiceNow Agent application. Some agents have expressed interest in being able to create Incidents on their Android/iOS device. However, he wants a way to be able to report on, or at least filter tickets that were created with the mobile app. The caveat is that he does not want this method to rely on the agent to remember to change a field, such as Channel, to "App".

Now the fun part - I am not a ServiceNow administrator. Our admin has said that this is a very complicated thing to achieve (and for some reason mentioned the Power BI connector?), but, I can't help but think it should be rather easy. I have a developer environment that I have used in the past for proof of concepts before I have made Change Requests.

I have looked at methods to check the User-Agent of the session that is submitting, but was not able to get that to work and it seemed overly complicated for more of a proof of concept anyway. I really do think it would be clean and easy for this pilot test to use the Mobile App Builder to insert the desired phrase ("This ticket was created with the mobile app.") into each incident as it is created. That way, I don't need to worry about a client script or business rule running/checking every incident that is created from the web UI (and less work for the ServiceNow admin to put into production).

I have visually achieved what I am looking for on the Mobile App, but it doesn't actually post to the Work Notes field (servicenow mobile submission.png). I suspect that I need to link the input to the work_notes field from the task table, but that doesn't seem to be an option.

Any help would be greatly appreciated.