Configuring Now Mobile

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Configuring Now Mobile

    This guide explains how to configure the Now Mobile app in the Zurich release, enabling you to tailor the mobile experience for your users. Configuration options include linking the app to service catalogs and knowledge bases, personalizing greetings, and controlling which records appear in user views such as My Requests and My To-Dos. Note that offline mode is not supported in the Now Mobile app.

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    For Me Configuration

    • Greeting: Customize the welcome message on the home page, for example, by including the user's first and last name.
    • My To-Dos: Displays tasks assigned to users, primarily approvals from Requests and Requested Items tables. It can also include tasks from other applications like HR Service Delivery.
    • My Requests: Define which records users see to track their work. By default, this includes incidents and requested items opened by the user, but you can add filters for other tables such as Problem.

    Search Configuration

    • People Search: Enable or disable user search within the system. By default, it is enabled. Users need read-only access to the User [sysuser] table to see meaningful results. Adjust access control lists (ACLs) as necessary.
    • Analytics and Suggestions: The app collects search data to generate suggestions. After upgrading, you can pre-populate search suggestions using records from the Text Searches table to improve user experience immediately. This leverages the ServiceNow AI Platform feature Search Suggestions.

    Items and Services Configuration

    • Catalog: Allows users to view and request items from selected service catalogs. If no catalog is selected, users see items from all catalogs by default.
    • Quick Actions: Select catalog items to appear as quick-access actions in the user menu, such as "Report an Incident." Visibility depends on user criteria permissions.
    • Knowledge: Enables access to knowledge articles within the app. If no knowledge base is specified, articles from all knowledge bases are accessible by default. The default is the IT knowledge base.

    Siri Shortcuts

    iOS users can use Siri shortcuts in the base system to quickly open key app pages such as chat windows, items and services browsing, tasks, and requests, enhancing ease of access and productivity.

    Configure options for the Now Mobile app. For example, you can link the app with a service catalog and knowledge base, personalize the greeting for the home page, and specify which records appear under My Requests in the For Me tab.

    Note:
    Offline mode is not supported in the Now Mobile app.

    For Me

    This page includes these configuration options:

    Greeting
    Configure the greeting that your users see when they log in to the Now Mobile app. For example, you can add a hello message that includes the user's first and last name.
    My To-Dos

    Users can view items that are assigned to them and complete their tasks. By default, My To-Dos show the user things that they need to approve from the Requests [sc_request] and Requested Items [sc_req_item] tables. Other applications, such as HR Service Delivery, might include other types of tasks.

    Configure a personalized welcome greeting.

    My Requests

    Specify which records that you want your users to see under My Requests so that they can track their work assignments. For example, you can add a filter to display records that are opened by the user from the Problem table. By default, the app displays records that are opened by the user from the Incident and Requested Item tables.

    Set the base table and filter from the request_filter table.

    Search

    Search includes these configuration options:

    People search

    Configure whether users can search for other users in the system. By default, people search is enabled. For people search to display results, your users must have read-only access to the User [sys_user] table. You can test people search by logging in as a user without any roles and searching for another user. If search results do not include meaningful data, for example, locations and phone numbers, update the access control lists (ACLs) on the User table to allow read access. For more information, see Access control list rules.

    Analytics and suggestions

    The Now Mobile app collects search data and analytics that generate search suggestions. If you are upgrading from a previous release, the search analytics do not contain any data yet. To immediately provide suggestions to your users, you can populate the search suggestions using knowledge, catalog, and user search records from the Text Searches [text_search] table.

    Search Suggestions is a ServiceNow AI Platform feature. For more information, see Search Suggestions.

    Items and services

    Service Catalog items and services include these configuration options.

    Catalog

    Enable your users to view and request their associated items in the Now Mobile app. If no catalogs are selected, users can view and request items from all catalogs in the system. By default, the app uses Service Catalog.

    For more information, see Now Mobile for Service Catalog.

    Quick actions

    Select catalog items to display as additional user menu actions. For example, add the Report an Incident catalog item to enable users to quickly navigate to the form. Users can only see items if they have the required user criteria permissions.

    Service catalog associated with the app.

    Knowledge

    Enable users to view knowledge articles from the mobile app. If no knowledge bases are selected, users can view articles from all knowledge bases in the system. By default, the app uses the IT knowledge base.

    For more information, see Now Mobile for Knowledge Management.

    Knowledge bases associated with the application.

    Siri shortcuts

    In the base system, iOS users can use Siri shortcuts to open these pages in the app:

    • Open a chat window.
    • Browse items and services.
    • Open my tasks.
    • Open my requests.