Working offline on ServiceNow Agent
When you are at a task site that doesn't have an internet connection, you can work on field service tasks, record time, track asset usage, create part requirements, and complete work orders and tasks using the ServiceNow Agent application.
Run ServiceNow Agent in offline mode
Download field service data to the application cache and enable mobile offline mode to execute field service tasks at locations with no internet connection. Synchronize the data when your mobile device is online again.
Before you begin
Role required: wm_agent or wm_dispatcher
About this task
You can view a list of all actions taken when your device was offline and the time stamp for each action in the offline mode outbox. Generates flat data of agent schedules that are used in the mobile application for scheduled downloads of offline payloads. The administrator can also choose to download the cache automatically in the background by setting up the system properties. This helps to at least give you one download of data at the beginning of the shift.
Procedure
Working with tasks when your mobile device is offline
Manage tasks, record time, track inventory, pause tasks, complete tasks, and view knowledge articles using your mobile device when you're offline.
- Execute tasks assigned to you at the task location.
- Start working on tasks by accepting or rejecting tasks assigned to you.
- Record the time when you start to travel to the task site or start the work on a task.
- View knowledge articles
- When you want to find information on how a similar work order task has been performed Access knowledge articles attached to your work order task.
- When you want to rate an article Provide feedback for knowledge articles.
- Track asset usage.
- Tap My Inventory on your mobile app to view your inventory.
- After you work on a task record assets used for a task.
- Record an incidental expense.
- Record an incidental expense that occurred when you’re offline: Record an incidental expense
- Create a work order task.
- Create, work on, and mark a task as closed complete while offline: Create a work order task
- Pause work order tasks.
- When you want to take a break from the task activity pause a work order task.
- Create a part requirement.
- Create a new part requirement when offline: Request inventory
- Complete work orders and work order tasks.
- After you complete the work on a task close a work order task.
- When you finish all tasks related to a work order complete the work order.
- Log incidentals.
- Report the expenses such as car rental cost, mileage, car rental cost, and vendor cost to execute the work order tasks by logging incidentals.
- Complete questionnaire
- Take questionnaires when mobile is offline. For more information, see Complete questionnaire.
You can close work order SLAs in offline mode. The Field Service mobile application records the device timestamp when the SLA was closed. After you connect your device online and synchronize the data, the SLA admin can repair the SLA to display the actual time the SLA was closed.
Repair an SLA after closing a work order on ServiceNow Agent
Repair an SLA to capture the device timestamp that was recorded when an SLA was closed on the ServiceNow Agent application in offline mode.
Before you begin
Role required: sla_admin or admin
About this task
Agents and dispatchers can close work-order SLAs when their mobile application is offline. The mobile application records the device timestamp when the SLA was closed. When the mobile application is online again and the data is synchronized, you can repair the SLA and capture that device timestamp. That reflects the actual time when the SLA was closed.