--- sourceDocument: Australia Mobile Configuration and Navigation sourceDocumentLink: https://www.servicenow.com/docs/r/australia/mobile Release : - australia ft:locale : - en-US ft:publication_title : - Australia Mobile Configuration and Navigation ft:clusterId : - mobile bundleId : - mobile workflow : - Development, Data and Analytics --- # Action items/action steps # Using action items and action item steps in offline mode {#ariaid-title1} Release version: Australia Updated June 1, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Using action items and action item steps in offline mode This content explains how action items, also known as writeback actions, function in ServiceNow's offline mode. These are user-initiated operations that create, update, or delete records in the ServiceNow instance. When offline, these actions are queued locally and synchronized automatically once connectivity is restored, ensuring continuous productivity without network access interruption. Show full answer Show less ## Key Features * **Writeback Actions:** Appear on input forms, record views, and lists to perform data operations. Examples include submitting forms, adding notes, accepting tasks, or recording shift times. * **Online Behavior:** Actions execute immediately, updating the ServiceNow instance in real time. * **Offline Behavior:** Actions queue in the Outbox on the user's device and sync back automatically when online. Failed actions remain for review and retry. * **Multistep Writeback Actions:** Configured once but can contain multiple steps that run online, offline, or both. Offline steps update only local cached data and require corresponding online steps to sync with the instance. * **Online Steps:** Affect live instance data, trigger server-side logic, business rules, workflows, and support complex scripting. * **Offline Steps:** Affect only cached data on the device, enable basic validations, and ensure data changes are visible within the app during offline use. Final updates occur after reconnection. ## When to Use Offline Multistep Actions Offline multistep actions are ideal when users require uninterrupted access regardless of connectivity, and immediate feedback on their actions within the app is critical. This supports: * Continuing work in poor or no network coverage areas. * Local saving of form progress and updates. * Maintaining business-critical workflows accessible offline. ## Guidelines for Effective Use * Configure action items to enable create, edit, and delete operations while offline. * Define separate action steps within an action item to handle multiple processes. * Include associated records in the offline cache for proper offline record reconciliation and synchronization. ## Key Outcomes ServiceNow customers can leverage offline action items to maintain business continuity by allowing users to perform essential data operations without network access. This ensures data consistency, real-time synchronization upon reconnection, and seamless user experience by reflecting changes locally during offline sessions. Action items or writeback actions are user-initiated actions that send data changes to the ServiceNow instance. While offline, writeback actions are queued and automatically synced back, once connectivity is restored. ## What are writeback actions {#offline-action-item-steps__section_i1j_hhz_mjc} Writeback actions can appear across various screens, including input forms, record views, and lists, and perform create, update, or delete operations on records in the database. Examples of writeback actions: From an input form : Save or submit the form by creating or updating a record, add a work note or comment, or attach a photo or file. From a record screen : Accept a work order task, assign or reassign a record, or record the start or end of a shift. ## Online and offline behavior {#offline-action-item-steps__section_j1j_hhz_mjc} Online : Writeback actions execute immediately and update the instance in real time. Offline : Writeback actions are queued in the Outbox in the order that they were triggered. Once connectivity is restored, the Outbox syncs them back to the instance. Failed actions remain in the Outbox for review and retry. ## Multistep writeback actions {#offline-action-item-steps__section_k1j_hhz_mjc} A multistep writeback action is configured once but can include steps that run in different modes, such as online, offline, or both. The writeback action serves as the parent, containing one or more steps that can run offline, online, or both. Offline steps only affect the local database on the user's device, so any offline step that modifies local data must have a corresponding online step to update the instance database. Multistep writeback actions in online and offline : * Online behavior: * Executed against the live instance. * Supports both declarative configurations and scripted logic. * Examples: Validate a form, update a record, check related tables, and trigger a workflow. {#offline-action-item-steps__ul_m1j_hhz_mjc} * Offline behavior: * Executed locally on the device against cached data. * Supports only declarative configurations. * Example: Update the cached version of a record and mark it for synchronization. {#offline-action-item-steps__ul_n1j_hhz_mjc} {#offline-action-item-steps__ul_l1j_hhz_mjc} What does the multistep action affect? : * Online step affects: * Updates instance data immediately. * Triggers server-side logic, business rules, and workflows. * Ability to run complex scripted rules across multiple tables and plugins. {#offline-action-item-steps__ul_p1j_hhz_mjc} * Offline step affects: * Updates cached data only. * Marks changes for later sync to the instance but reflects the changes for the user within the app and affecting workflows where this data is used while offline. For example, for filtering data in lists which show/hide buttons according to conditions. * Limited to simple, rule-based validations (no advanced scripting). * Final updates and server logic occur only after the device reconnects. {#offline-action-item-steps__ul_q1j_hhz_mjc} {#offline-action-item-steps__ul_o1j_hhz_mjc} When to use an offline multistep : You should consider using offline multistep when users need to continue working without connectivity and immediate feedback of their actions that affect workflows within the app is important also in offline. Offline steps are used for: * Showing users the look and feel of their changes while offline. * Applying basic record updates that don't require complex scripting. * Selecting the Save progress button in input forms stores the data locally on the user's device. * Ensuring business-critical actions remain available even in areas with poor or no network coverage. {#offline-action-item-steps__ul_r1j_hhz_mjc} * **[General guidelines for action items synchronization behavior](https://www.servicenow.com/docs/3REWZMqFxp5lmmmw~nk0zw)** When working with action items keep these general guidelines in mind for usability and a good user experience. * **[Configure action items and action steps in offline mode](https://www.servicenow.com/docs/Lm6yb_LyTobjxqRKvbR_jg)** Configure action items to execute actions like create, edit and delete records while in offline mode. For an action item to perform multiple processes you must define separate action steps. * **[Offline record reconciliation](https://www.servicenow.com/docs/ozps7xl4lLEQIu65fAZGEQ)** Configure offline mode to include associated records in the offline cache when users perform an action in online mode.