Configuring Now Mobile

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Configuring Now Mobile

    This guide focuses on configuring the Now Mobile app to enhance user experience by linking to service catalogs, personalizing greetings, and managing visibility of user requests. Note that offline mode is not supported.

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    Key Features

    • Greeting Configuration: Personalize the welcome message for users, including their names.
    • My To-Dos: Users can view and complete assigned tasks, primarily from Requests and Requested Items tables.
    • My Requests: Control the records users see under My Requests to help them track their work assignments.
    • People Search: Enable users to search for other users, requiring read-only access to the User table.
    • Analytics and Suggestions: Utilizes search data to provide real-time search suggestions, with the option to populate suggestions from existing records.
    • Service Catalog Configuration: Allow users to request items from specific catalogs, with defaults set to Service Catalog.
    • Knowledge Base Access: Users can view articles from selected knowledge bases, defaulting to the IT knowledge base.
    • Siri Shortcuts: iOS users can create shortcuts for quick access to app features.
    • Live Agent Activation: Enable Chat quick action for users to seek help from agents directly from the app.

    Key Outcomes

    By configuring the Now Mobile app, you empower users to efficiently manage tasks, access information, and interact with services on the go, ultimately enhancing their productivity and satisfaction with your ServiceNow environment.

    Configure options for the Now Mobile app. For example, you can link the app with a service catalog and knowledge base, personalize the greeting for the home page, and specify which records appear under My Requests in the For Me tab.

    Note:
    Offline mode is not supported in the Now Mobile app.

    For Me

    This page includes these configuration options:

    Greeting
    Configure the greeting that your users see when they log in to the Now Mobile app. For example, you can add a hello message that includes the user's first and last name.
    My To-Dos

    Users can view items that are assigned to them and complete their tasks. By default, My To-Dos show the user things that they need to approve from the Requests [sc_request] and Requested Items [sc_req_item] tables. Other applications, such as HR Service Delivery, might include other types of tasks.

    Configure a personalized welcome greeting.

    My Requests

    Specify which records that you want your users to see under My Requests so that they can track their work assignments. For example, you can add a filter to display records that are opened by the user from the Problem table. By default, the app displays records that are opened by the user from the Incident and Requested Item tables.

    Set the base table and filter from the request_filter table.

    Search

    Search includes these configuration options:

    People search

    Configure whether users can search for other users in the system. By default, people search is enabled. For people search to display results, your users must have read-only access to the User [sys_user] table. You can test people search by logging in as a user without any roles and searching for another user. If search results do not include meaningful data, for example, locations and phone numbers, update the access control lists (ACLs) on the User table to allow read access. For more information, see Access control list rules.

    Analytics and suggestions

    The Now Mobile app collects search data and analytics that generate search suggestions. If you are upgrading from a previous release, the search analytics do not contain any data yet. To immediately provide suggestions to your users, you can populate the search suggestions using knowledge, catalog, and user search records from the Text Searches [text_search] table.

    Search Suggestions is a ServiceNow AI Platform feature. For more information, see Search Suggestions.

    Items and services

    Service Catalog items and services include these configuration options.

    Catalog

    Enable your users to view and request their associated items in the Now Mobile app. If no catalogs are selected, users can view and request items from all catalogs in the system. By default, the app uses Service Catalog.

    For more information, see Now Mobile for Service Catalog.

    Quick actions

    Select catalog items to display as additional user menu actions. For example, add the Report an Incident catalog item to enable users to quickly navigate to the form. Users can only see items if they have the required user criteria permissions.

    Service catalog associated with the app.

    Knowledge

    Enable users to view knowledge articles from the mobile app. If no knowledge bases are selected, users can view articles from all knowledge bases in the system. By default, the app uses the IT knowledge base.

    For more information, see Now Mobile for Knowledge Management.

    Knowledge bases associated with the application.

    Siri shortcuts

    In the base system, iOS users can use Siri shortcuts to open these pages in the app:

    • Open a chat window.
    • Browse items and services.
    • Open my tasks.
    • Open my requests.