Offline mode for mobile
Summarize
Summary of Offline mode for mobile
Offline mode in ServiceNow mobile apps allows you to access and submit actions on records even without an internet connection. This feature is essential for users working in areas with limited or no connectivity, enabling them to plan ahead by downloading needed data in advance. Changes made offline are saved locally and synchronized with the instance once connectivity is restored.
Show less
Key Features
- Enable Offline Mode: Activate offline mode via the Settings tab by toggling Offline Mode on and downloading the offline cache if prompted.
- Offline Navigation: When offline, a banner indicates the mode, and some actions may be unavailable depending on administrator settings. Changes made offline are marked with a cloud offline icon until synced.
- Synchronization: To sync changes, disable offline mode and manually sync outbox items. After syncing, the offline cache is cleared.
- Cache Expiration: Administrators set a cache expiration period. Users receive warnings to sync before expiration to avoid data loss.
- Error Resolution: Synchronization errors occur if changes conflict with updates made by others. Errors are displayed in the outbox, where users can resolve or delete problematic entries.
- Scheduled Offline Caching: Users can enable scheduled caching to automatically download data based on their work schedule, with an option to restrict downloads to Wi-Fi only.
Practical Use for ServiceNow Customers
This offline mode ensures uninterrupted mobile productivity by allowing users to work with ServiceNow records even without connectivity. By proactively downloading data and managing synchronization, users can maintain accurate records and reduce data conflicts. Administrators can configure cache duration and offline capabilities to match organizational needs, while users benefit from scheduled caching and error resolution features to streamline offline workflows.
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.
For information on configuring mobile offline, see Offline mode.
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.