Mobile experience capabilities available in offline mode

  • Release version: Australia
  • Updated June 8, 2026
  • 6 minutes to read

    • Use the table to view the various capabilities and features that are either fully, partially or not supported in offline mode.

    The column Offline support contains the following entries:
    • Yes: Fully supported, and the behavior is the same for both online and offline.
    • Partial: Supported in offline but with certain limitations.
    • No: Not supported in offline.

    Mobile offline support reference

    Component Sub-component Offline support (Yes/Partial/No) Conditions required for offline flows to work Optional dedicated offline configuration Known limitations and design considerations Use case
    Mobile application Now Mobile app, Mobile Agent app, Custom app, and Mobile Publishing Yes Set the application to support offline mode.
    Note:
    Enabling the mobile app as offline is not sufficient, as every screen and function involved must also be configured for offline use.
    		 n/a n/a

    Mobile Agent app: Used by employees such as technicians or support agents to view, update, and complete assigned tasks, incidents, or work orders while on the go.

    Now Mobile app: Used by employees to submit requests, report issues, and track the status of their tickets or service requests.
    Navigation tab Launcher screen / screen Yes The launcher screen or screen configured for the tab must be set as available offline. n/a n/a Mobile home screen, navigation to different screens.
    UI Section Analytics section No n/a n/a n/a KPI dashboards.
    UI Section Record UI section, icon UI section, legacy UI icon section, content UI section Yes For the icon UI section and legacy icon UI section, the screen or function must be set as available offline. n/a Record UI section displays only cached records. My tasks, recent records, quick navigation tiles.
    UI Section Media UI section Partial Media assets must be available locally. n/a Remote media assets, for example YouTube videos, aren't available offline. Campaigns with banners and images.
    Screen Record screen Partial

    Record must exist in cache.

    Screen must be set as available offline.

    		 n/a Not all record screen segments are supported. For a list, see Supported screens for offline mode. Work order details.
    Record screen Related list segment, record sections segment, activity stream segment Yes Related records must be cached. n/a Limited to cached records. Child records, task history.
    Record screen Details segment Partial Record data must exist locally. n/a

    Checklist field type not supported.

    Video field type not supported.

    		 Fields that represent the record, such as description, assignment group, and attached files.
    Launcher screen Search bar No n/a n/a n/a n/a
    Screen Map screen Partial Screen must be set as available offline. n/a

    List view only is supported.

    Limited to 1000 records.

    		 Task location view.
    Screen List screen, calendar screen Yes Screen must be set as available offline. n/a Limited to 1000 records. Scheduled tasks.
    Screen Chart screen, mobile web screen No n/a n/a Performance analytics and embedded web content such as catalog items or knowledge articles aren't supported. Use a record screen with HTML content instead. n/a
    Screen Input forms Partial The screen and function that triggers the form must be set as available offline. Enable merge of any consecutive outbox items.

    Client scripts not supported.

    Dependent inputs may fail if reference data is not cached.

    		 Create or edit records while offline.
    Screen Data item Partial Configured for offline caching. Dedicated offline data item, pre-cached before device download.
    • Query limitations of 1000 records per screen segment.
    • Parameterized data item not supported.
    • Scripted data item conditions are evaluated only when the offline cache is generated. Once the data is downloaded and the user is offline, the script no longer runs. The app uses the pre-generated query string to filter the data as it was prepared at download time.
    		 Record data retrieval.
    Screen Mobile cards Partial n/a n/a Videos not supported. UI components used to display a compact summary of a record or information block in a visually structured way inside mobile screens. Mobile cards are commonly implemented in list screen and home tab sections.
    Mobile cards UI rules Yes n/a n/a n/a n/a
    Execution Function Partial Function must be set as available offline. Offline conditions for button visibility. Supported types: navigation, action item (create, update, delete record), upload attachment. Used across different screens to define the action performed when the button is tapped.
    Execution Function instance Yes n/a By default, all button instance locations are available offline; a specific location can be inactive. n/a The location of the button within the screen, for example the footer area, top menu, or a specific field.
    Execution of operations on records while offline Action items such as write-back actions and write-back action steps Yes n/a
    • An offline step must be configured to support offline local database modifications that affect button conditions, displayed list records, or similar logic.
    • If an offline step is configured, an online step must also be configured to apply local database changes to the instance once the device returns online.
    • Scripted write-back action step is not supported.
    • The offline step supports declarative configuration only and can modify only the record currently used as context by the write-back action.
    		 When a user performs an action offline, changes are marked for later sync with the instance. To confirm these changes are immediately reflected in app workflows such as list filtering and conditional button visibility, the admin must define logic for handling insert, update, or delete operations, keeping the local database consistent with the expected flow.
    Mobile form Data source Yes n/a n/a n/a Enables the download of mobile form data for elements such as descriptive fields, input values, and values of input actions such as comments and attachments.
    Mobile form UI rules Partial n/a n/a Client scripts not supported. n/a
    Mobile form Input actions Yes Scripted write-back action required. n/a n/a Add attachments, add a comment, navigate to another screen in the context of the input.
    Mobile form Descriptive elements Yes n/a n/a n/a Used to provide instructions to the user on how to respond to a question when completing questionnaires.
    Mobile form String input, number input, Boolean input, date/datetime input, barcode input Yes n/a n/a n/a n/a
    Mobile form Signature input type, screen input type, custom map input type No n/a n/a n/a n/a
    Mobile form Attachment input Yes Scripted write-back action required. n/a n/a Attaching a file to a record from the device's files, gallery, or camera.
    Mobile form Reference input Partial n/a Specific offline attributes for the control can be configured. 1000 records can be cached. Assign a user to a task.
    Mobile form AI summarization No n/a n/a AI capabilities not supported offline. AI text summarization for resolution notes.
    Mobile form Auto-fill inputs and input actions Yes Dependent data cached. n/a May fail if reference data is missing. Forms pre-populated with data downloaded from the instance.
    Mobile form Save progress Yes Local save write-back action step is required. n/a n/a n/a
    Action dialog Mobile pop-ups No n/a n/a n/a Warning message that prompts the user to choose whether to proceed with the flow or cancel it. For example, notifying the user that their shift is about to end when they attempt to accept a task.
    Chat Virtual agent (VA) No n/a n/a n/a Self-service chat for employees or customers.
    Chat Sidebar No n/a n/a n/a ServiceNow Sidebar is a real-time, record-based collaboration tool that allows agents to privately chat and share knowledge with subject matter experts to quickly resolve tasks, cases, and incidents.