Supported functions for offline mode

  • Release version: Australia
  • Updated June 1, 2026
  • 2 minutes to read
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    Summary of Supported functions for offline mode

    Functions in ServiceNow mobile apps define user actions such as creating, updating, or navigating records, and adding attachments. In offline mode, only functions explicitly configured as available offline can be accessed, ensuring users perform only relevant tasks without network connectivity. This selective availability helps maintain efficient offline workflows and prevents attempting actions that require internet access.

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    Key Features

    • Action Types: Functions enable tasks like submitting forms, updating records, navigating to lists or specific records, and managing attachments.
    • Offline Configuration: Functions can be designated for offline use by app, screen, and function instance, allowing tailored offline experiences in Now Mobile, Mobile Agent, or custom apps.
    • Selective Availability: Functions suitable for offline, such as adding comments or navigating to user-specific task lists, are enabled offline, while those requiring internet (e.g., opening external websites or large group data) are restricted to online mode.
    • Control Over Visibility: Administrators can configure whether function buttons appear or remain hidden when users are offline, improving user interface clarity.
    • Offline Mode Properties: Settings allow defining which fields and functions users can access offline and whether a function instance mirrors its online availability.

    Key Outcomes

    • Users have a streamlined and relevant set of actions available during offline use, improving productivity and usability without connectivity.
    • Reduced unnecessary data caching and downloads by limiting offline access to pertinent records and functions, optimizing device storage and performance.
    • Enhanced control for administrators to customize mobile app behaviors across different user roles and app types, ensuring consistent offline workflows.
    • Prevention of errors or user frustration by disabling functions that require internet, such as web navigation or accessing large datasets not feasible offline.

    Functions define the actions users can perform from a screen, such as tapping a button, icon, or menu option. In offline mode, only functions configured as available on offline are accessible to users without network connectivity.

    Functions are the action layer of your mobile experience. Each function type performs a different kind of task, such as:
    • Create or update records. For example, submit a form, add a new incident, or update a work order.
    • Navigate to a list of records or a specific record. For example, navigate to another area of the app, or open a related record, list, or a specific form.
    • Add attachments to records. For example, to add, or view attachments related to a record.

    Functions appear as buttons, icons, or quick actions within screens or mobile cards. Each function is configured to define what it does, when it’s visible, and which users can use it.

    How functions relate to mobile apps and offline mode

    For each screen configured as available offline, enable only the functions that are relevant to offline workflows, such as creating a task, scanning a barcode, or navigating a record. This prevents users from tapping actions that require network connectivity or not required for the offline flow. Each mobile app configuration, whether for Now Mobile, Mobile Agent, or a custom app, can include its own set of screens and functions, allowing you to tailor the available actions for each app type. When defining functions, you control whether each function is available offline or restricted to online use only.

    Here are some examples:
    • An Add Comment or Update Record function can be available offline; storing changes locally until the device reconnects.
    • A navigation function that opens a list screen for tasks assigned to the current user can be designated as offline, since those records are relevant and typically included in the offline payload. However, a navigation function that opens all tasks assigned to an entire group may not be suitable for offline use. Loading group-wide data would significantly increase the cache size and download data that is not relevant to the individual user.
    • Similarly, a function that navigates to a website, for example, opening a company portal or knowledge article in a browser, should not be available offline, as the website itself requires internet connectivity to load.
    Note:
    For function instances, a function is available offline only when both the button instance and the button itself are configured to be available offline.