Configurations for Now Mobile

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Configurations for Now Mobile

    The Now Mobile app allows customers to configure various options to enhance user interaction. This includes linking the app with service catalogs, personalizing greetings, and specifying record visibility under the My Requests section. Please note that offline mode is not supported.

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    Key Features

    • Greeting: Personalize the greeting displayed upon user login, potentially including the user's name.
    • My To-Dos: Users can view assigned items from various applications, with default visibility on Requests and Requested Items.
    • My Requests: Customize which records display in My Requests, allowing users to track their work effectively.
    • Search: Enable or disable people search functionality, with the requirement for appropriate access to the User table.
    • Analytics and Suggestions: Collect search data to generate suggestions; populate existing data if upgrading from a previous version.
    • Service Catalog: Control access to request items from specific catalogs. Users can view all catalogs if none are selected.
    • Knowledge Base: Allow access to knowledge articles, with default access to the IT knowledge base.
    • Siri Shortcuts: iOS users can set up Siri shortcuts for quick access to key app features.
    • Live Agent: Enable chat functions for user assistance from the app's home page.
    • Quick Actions: Provide shortcuts to frequently used items or actions in the app.

    Key Outcomes

    By configuring these options, ServiceNow customers can enhance user experience, streamline task management, and improve accessibility to services and information. Personalized greetings and tailored search functionalities lead to a more efficient workflow, while quick actions and Siri shortcuts provide immediate access to critical app features.

    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. For more information about HR Service Delivery, see Now Mobile for HR Service Delivery.

    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.