Offline mode for mobile
Summarize
Summary of Offline mode for mobile
Offline mode in ServiceNow mobile apps allows users to access and submit actions to records without an internet connection. This feature is essential for working in areas with limited or no connectivity by downloading data beforehand and synchronizing changes once online.
Show less
Key Features
- Enable offline mode: Activate it via the Settings tab by toggling Offline Mode on and downloading the offline cache if prompted.
- Offline navigation: A banner indicates offline status. Some actions may be unavailable based on administrator settings and will be hidden in the UI.
- Outbox tracking: All changes made offline are logged in the outbox with a cloud offline icon until synchronization.
- Synchronization: When internet connectivity is restored, users can sync outbox changes to the instance by disabling offline mode and selecting Sync all.
- Cache expiration: Administrators set cache expiration periods. Users receive reminders to synchronize before expiration to avoid forced resync.
- Error resolution: Conflicting offline changes that fail to sync appear in the outbox with error messages. Users can resolve or delete these errors directly from the outbox.
- Scheduled offline caching: Users can enable automatic cache downloads based on their work schedule. This occurs in the background and can be limited to Wi-Fi connections only.
Key Outcomes
- Maintain productivity in environments without internet access by preloading needed records.
- Ensure data consistency by synchronizing cached changes once online, with tools to manage synchronization conflicts.
- Improve user experience through automatic cache management and visible offline status indicators.
- Enhance control over data usage with scheduled caching and Wi-Fi-only download options.
Access and submit actions to records in your mobile apps, even if you don't have an internet connection.
Plan ahead when you use offline mode. If you're working in an area with no internet access, download what you want to work on ahead of time while you're still connected to the internet.
When you're in offline mode, the changes that you make to your records are logged in your outbox. Your outbox tracks all the actions that you made on your cached records. After your device has internet access, you can synchronize your device with the instance. The cached changes in your outbox update to the instance.
Enable offline mode
Enable offline mode in your Settings tab. Tap Offline and then toggle on Offline Mode.
If you have not already downloaded the offline cache, you see a dialog box that asks you to download it. Tap Download cache and then select Offline mode.
Navigate the mobile app in offline mode
When you're in offline mode, a banner that reads Offline Mode displays across the top of all screens.
Depending on how your administrator configures the mobile app, you're unable to submit certain actions while you're in offline mode. These actions are hidden from the user interface.
| Online with actions available | Offline with some actions unavailable |
|---|---|
When you submit an action while you're in offline mode, the change gets marked with a cloud offline icon. Changes remain marked until your device synchronizes to the server.
Disable offline mode and synchronize outbox
- Navigate to in the mobile app. Then deselect Offline Mode.
- Tap Sync all from the outbox items list.
Cache expiration
Your administrator configures a default length of time after which your offline cache expires.
Resolve synchronization errors
Problematic changes that you made in offline mode don't synchronize to the instance. They remain in the outbox until they are resolved.
You can't synchronize changes that contradict changes made by other users while you were offline. For example, you may receive an error message if you try to synchronize changes to a record that another user closed while you were working in offline mode.
To view the errors in your cached changes, navigate to . Error messages indicate where errors occurred in your cached records while you were offline. You can resolve any of the listed issues directly from your outbox. Tap Resolve to fix the error or tap Delete to remove the issue from the list.
You can either tap Resolve to fix the error or tap Delete to remove the issue from the list.