Customizing UI actions for the Now Mobile Agent application

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Customizing UI actions for the Now Mobile Agent application

    Enhance user efficiency in the Field Service mobile application by creating custom UI actions. Unlike the desktop version, mobile UI action conditions do not execute database queries, conserving mobile resources. Administrators can enable or disable UI actions explicitly, improving performance by removing unused actions.

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    Key Features

    • Custom UI actions can be configured without database queries, reducing resource consumption.
    • Administrators can review and disable unused mobile UI actions to optimize performance.
    • UI action conditions must be adapted for mobile, maintaining essential checks like state and assignment.

    Key Outcomes

    By customizing UI actions, ServiceNow customers can streamline mobile operations, allowing users to efficiently manage tasks. This configuration leads to faster response times and a more tailored experience for field service agents, ultimately improving service delivery.

    Make it easier for your end users to get things done faster with the Field Service mobile application by creating custom UI actions.

    The configurations for UI action conditions are different in Field Service mobile applications than those in the desktop application. Unlike the desktop application, the UI action conditions on mobile do not execute any database queries and therefore do not take up mobile resources. On the mobile application, instead of performing a system check on whether a Field Service configuration is enabled or disabled, you can explicitly configure the button to be active or inactive.

    As an administrator, you can review the mobile UI actions and disable the ones that are not being used to use less mobile resources.

    The image below shows the Field Service Mobile application open in Studio. This is where you can configure UI actions.

    Studio open with the starting point for Field Service Mobile.

    Here's a sample UI action configuration for accepting a work order task.
    The Accept button on the desktop application has the following UI action conditions: 
    current.state == 16 && (new StateFlow().validFlow(current, '53d0aea8d7230100fceaa6859e610326', 'manual'));
    The system checks these state flow conditions:
    1. The SMconfiguration record to see if the accept_reject UI action is enabled or disabled using this script:
      (new sn_sm.SMConfiguration()).isEnabled(current, "accept_reject", false)
    2. If the task has been self-assigned
    To modify the UI action for the corresponding button on your mobile device:
    1. Do not change the current.state == 16 condition. It checks for information on the current record.
    2. If this condition:
      (new sn_sm.SMConfiguration()).isEnabled(current, "accept_reject", false)
      is set to false, drop this condition and disable the corresponding mobile UI actions on the mobile application.
    3. Set the value for the current tasks assigned to field parameter to the logged in user as shown here: current.assigned_to == gs.getUserID()
    Based on the above example, here is the modified condition for the UI action in the mobile application: 
    current.state == 16 && current.assigned_to == gs.getUserID()

    Here is another sample configuration for self-assigning a task.

    The Assign to Me function on the desktop application has the following UI action conditions:
    (new SMTask()).canAssignToSelf(current)
    The SMTask.canAssignToSelf(task) script include method performs a system check for these conditions:
    1. State of the task
    2. Value of the scheduled start time
    3. If the task has been self-assigned
    4. If the user has the basic and agent roles as defined in the SM Configuration record
    5. Whether the user is part of a group handled by the task dispatch group
    On the mobile application, the following UI script condition performs a check for the first three conditions listed above:
    current.assigned_to != gs.getUserID() && !(current.expected_start.nil()) && (current.state == 10 || current.state == 16)
    For the fourth condition, you can add a specific role to the Roles field.
    For the fifth condition, perform the following validation in the wot_assign_to_me write-back action item:
    if (smTask.canAssignToSelf(wotGR)) 
smTask.assignToMe(gs.getUserID(), input.sys_id); 
else
gs.addErrorMessage(gs.getMessage("Not a valid task assignment."));