---
sourceDocument: Yokohama Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/government-industry

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Track government service requests with the ServiceNow Mobile Agent app

# Track government service requests with the ServiceNow
Mobile Agent app {#ariaid-title1}

* Release version: Yokohama
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Track and view the details of all the service requests that are assigned to you by using the ServiceNow
Mobile Agent app.

## Before you begin

Role required: sn_gsm.agency_manager, sn_gsm.government_service_manager, sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_constituent_agent, or sn_gsm.agency_agent

## About this task

When you select a case in the Mobile Agent application, a form opens with the following sections:

* The case details, including the case number, priority, and status.
* A record of the interaction between the user and the government service agent.
* The action that must be taken on the user's part, such as accepting or rejecting a solution.
* Any attached files.
{#psds-mobile-playbook-view-service-requests-agent__ul_tlh_swd_hvb}

## Procedure

1. Open the ServiceNow Mobile Agent app.
2. Under My Cases, select one of the applets in the following table.  
   {#psds-mobile-playbook-view-service-requests-agent__table_cwz_cpl_fwb__entry__2}

   | Applet | Description |
   |-|-|
   | New Service Request Cases | All service request cases that the agent has access to in the New state. |
   | Active Service Request Cases | All service request cases that the agent has access to that have not yet been resolved or canceled. These cases could be in the Open, Awaiting Info, or Resolved states. |
   [Table 1. Service Request Applet List]

   {#psds-mobile-playbook-view-service-requests-agent__table_cwz_cpl_fwb}
3. Select the service request case that you want to see more details for.  
   For a detailed description of the service request case fields, see [Service Request case form](https://www.servicenow.com/docs/3o~Ziff8egr1ZoHkXynZNw#service-request-case-form-new "A government service agent can create a case using the Service Request case form to capture detailed information about questions, requests, and issues that constituents, business stakeholders, or agents have. Constituents, business stakeholders, or agents can also view the form to see the status of their requests and service cases.").
{#psds-mobile-playbook-view-service-requests-agent__steps_sg3_htb_fwb}