Offline mode

  • Release version: Australia
  • Updated June 8, 2026
  • 2 minutes to read
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    Summary of Offline mode

    Offline mode in ServiceNow mobile apps enables users without internet connectivity to continue working by accessing specific applications, screens, or functions configured for offline use. This feature caches selected data on the mobile device, allowing users to view, create, update, or delete records offline. Data changes are stored in an outbox and synchronized with the instance when the user reconnects to the network.

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    Planning and Configuration

    Effective offline mode setup requires careful planning and explicit configuration by administrators. Key considerations include:

    • Identifying target users and their connectivity patterns (e.g., field vs. office use)
    • Selecting which apps, screens, and functions to enable offline
    • Estimating the expected data size to cache on devices

    Every item included in the offline payload must be explicitly enabled, which shapes what data gets cached. Planning helps ensure the offline mode is relevant, maintainable, and lightweight, aligned with user needs.

    How Offline Mode Works

    • A cache of records is created on the mobile device based on configured apps and screens.
    • The cached data expires 48 hours after download by default; unsynchronized changes after this period move to the outbox.
    • Users can access only the parts of the app configured for offline use while disconnected.
    • All offline user actions are collected in the outbox until synchronization occurs upon reconnecting.
    • Synchronization is automatic unless data conflicts arise, which users can resolve manually.

    System and User Experience

    Offline mode behavior varies slightly between operating systems in terms of cache expiry display (iOS shows an expiry field; Android shows cache size and last cached time without expiry). Users gain uninterrupted access to configured offline content and can continue productive work regardless of connectivity.

    Additional Resources for Configuration

    ServiceNow provides setup options and system properties to configure offline mode based on your organization’s requirements. Reviewing these options helps administrators make informed decisions about which components to enable offline, ensuring optimal performance and user experience.

    Configure offline mode to enable your users who have no internet connection to continue working from a mobile device.

    Configure specific applications, screens, or functions for users to use offline in your mobile apps. For a description of how offline mode features enhance end users' experience, see Offline mode for mobile.

    Plan an offline mode strategy

    Offline mode involves a series of configuration and planning decisions. These range from which apps, screens, and functions to enable, to how much data to store on a device. Every item included in the offline payload must be explicitly enabled by an administrator, meaning each configuration choice directly shapes what gets cached. Planning your offline mode strategy helps verify that what you configure is relevant and maintainable.

    Before making configuration decisions, identify your target users, the screens they need access to, expected data size, and connectivity patterns such as field versus office use. This gives you the context to make the right choices at each level of the app, screen, and function hierarchy, keeping your offline mode lightweight and aligned with your users’ needs.

    The offline mode setup options walk you through the key decisions involved in planning your offline configuration. Review each option to help you determine which approach best fits yours and your users' needs and working patterns, when constructing your offline mode strategy. For more information, see Offline mode setup options.

    Offline mode process

    Offline mode works by creating a cache of records on your mobile device that your users can view and update while offline. This cache is a limited set of data based on the applications your users can access. By default, this cache expires 48 hours after it is downloaded to a mobile device. Any changes your users make to the cache that aren't synchronized within 48 hours are moved to the outbox, where they can be synced to your instance at the user’s next log out.
    Note:
    There is a difference in how operating systems display cache expiry time. iOS displays cache expiry time via the Expires field. Android displays the cache size and last cached time with no expiry indication.

    Example screens of downloading data in Offline mode and the Download Complete success message.

    While in offline mode, only the parts of the app with cached data are accessible. This depends on which screens are configured to be available offline. For example, if offline mode is enabled only for Tasks and Inventory, all other areas of the mobile app are unavailable while the device is offline.

    Launcher screen in offline mode
    While in offline mode, users can create, update, or delete cached records directly from their mobile device. Each action performed is automatically added to the Outbox, which stores all pending operations until the user is back online. Action performed in offline mode

    When your users have network access again, they can disable offline mode and synchronize their data stored in the outbox on their device with the data on the instance. Updates between the mobile and the instance are automatic, unless there is a conflict. Users can resolve conflicts in their outbox.

    Screens showing how to synchronize data.