Request experience in Now Mobile

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Request experience in Now Mobile

    The Now Mobile app enables users to request items or services, track requests, and approve them directly from their mobile devices. This functionality is activated through the ServiceNow Mobile Request Native Application Screens and Applet Launcher plugin, which includes Service Catalog capabilities by default.

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    Key Features

    • For Me Tab: Users can view and manage approvals in My To-Dos and track requests in My Requests with configurable filters recommended to show only open requests.
    • Services Tab: Users can submit new requests or track existing ones. It displays Recent Services, Popular Services, and allows browsing through service categories. Categories only display items and sub-categories based on user permissions.
    • Supported and Unsupported Items: Certain item types like Content items, Wizards, Standard change templates, and specific variable types (e.g., multi-row variable sets) are not supported or viewable in the mobile app. Non-scripted on-load catalog UI policies affecting visibility are supported.
    • Additional Functionalities:
      • Browse catalog items using both category and catalog hierarchies for better context.
      • Customize the Submit button label for record producers.
      • Use mobile camera barcode scanning for Single Line Text variables with barcode attributes.
      • Create quick actions for easy access to frequently requested catalog items.
      • iOS users can utilize Siri shortcuts to open specific pages like browsing items or viewing requests.
    • Now Mobile Properties: Admins can configure properties to control catalog behavior such as sorting categories, item availability (desktop only or excluded), discoverability, button colors to match themes, and enabling cart functionality.
    • Notifications and Cart: Push notifications can be enabled for request status updates, and the cart feature can be enabled to allow users to add or edit multiple items before submission.

    Practical Use for ServiceNow Customers

    By enabling and configuring these features, ServiceNow customers can provide their users a seamless mobile experience to request, track, and approve services anytime, anywhere. Admins can tailor the mobile request experience by defining filters, controlling catalog visibility, customizing UI elements, and enhancing usability with quick actions and barcode scanning. This leads to improved user engagement, faster service fulfillment, and better request management through the Now Mobile app.

    You can enable users to request for an item or service, and track or approve requests on mobile using the Now® Mobile app.

    Activation of Now Mobile for Service Catalog

    If you have the admin role, activate the ServiceNow Mobile Request Native Application Screens and Applet Launcher plugin (com.glide.mobile-employee). See Now Mobile app. This plugin enables the Service Catalog functionality by default.

    For Me tab

    When you log into Now Mobile, the following functionality related to Service Catalog is available:
    • My To-Dos: Displays approval records of requests and requested items assigned or delegated to the user.
    • My Requests: Displays requests based on the filters defined for mobile in the My Requests Filter. By default, the Incident Mobile and Service Catalog Request Mobile filters are available. For information about configuring filters, see Define filters for My Requests and Configure My Requests.
      Note:
      It is recommended to include only open requests.

    Services tab

    You can submit or track requests.
    • Recent Services: Displays the items and services (10 items and services in the last 12 months) that were requested recently by the logged-in user.
    • Popular Services: Displays the most requested items and services (10 items and services in the last 12 months) that are visible to the user. Displays the 10 recent items and services in the last 12 months.
    • Browse Services: Displays the categories of items and services that you can browse through and order.
      Note:
      • If a category contains both items and sub-categories, the items specific to the category are displayed under Others.
      • The category listings do not display the catalog information for users who do not have the roles that have permissions to read the records in the sc_category table. For such users, an ACL can be added to provide read permission for the Title field of the sc_catalog table.
    Note:
    • You cannot request these item types in the mobile app.
      • Content items
      • Wizard
      • Standard change template
    • All items hidden in Service Portal are also hidden in the mobile app.
    • In the RITM and record view, these variable types are not supported.
      • HTML
      • Custom
      • Custom with Label
      • UI Page
    • In the RITM and request view, a multi-row variable set is not supported. A message is displayed in this view that this variable set is not viewable.
    • On-load catalog UI policies (non-scripted) are supported for variables in record views, for example, requested item and incident.
      • Only the visibility condition is considered.
      • A variable with no value is not displayed.
      • These policies are also applicable for container variables and a group of check boxes.
      • Since the multi-row variable set is displayed with a message that it is not viewable, these policies can be used to display or hide that message.
    From Now Mobile, you can also perform the following tasks:

    Quick actions

    You can provide easy access to a catalog item by creating a quick action. For information on creating a quick action in Now Mobile, see Create a quick action.

    Siri shortcuts

    iOS users can use Siri shortcuts to open the following pages in the mobile app.
    • Browse items and services.
    • Open my requests

    See Siri shortcuts.

    Now Mobile properties

    You can define the following behavior for various catalog entities by configuring the Now Mobile properties. For information about configuring these properties, see Configure Now Mobile properties.

    • Sort categories by the Order field.
    • Define the availability of a catalog item in one of the following ways:
      • Include the catalog item with Availability set to Desktop only in Now Mobile.
      • Specify catalog item types to exclude in Now Mobile.
    • Define the non-availability behavior of a catalog item by making it discoverable but not viewable, or not available at all.
    • Specify colors for buttons to match your mobile theme.