Configuring Now Mobile

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Configuring Now Mobile

    The Now Mobile app configuration allows ServiceNow customers to customize how users interact with the mobile interface, enhancing productivity and user experience. Key configurations include linking the app with service catalogs and knowledge bases, personalizing greetings, managing visible records under My Requests, and enabling search capabilities. Note that offline mode is not supported.

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    Key Features

    • For Me Tab Configuration: Customize the greeting message displayed at login, including user-specific information. Configure My To-Dos to show tasks assigned to users, primarily approvals from Requests and Requested Items tables, with support for additional applications like HR Service Delivery. Define which records appear in My Requests by applying filters, such as showing Problem table records opened by the user, alongside default Incident and Requested Item records.
    • Search Configuration: Control the availability of people search, which is enabled by default and requires read access to the User table for meaningful results. Adjust Access Control Lists (ACLs) as needed to ensure relevant user information is searchable. Leverage analytics and AI-powered search suggestions, which can be pre-populated from the Text Searches table to improve user experience after upgrades.
    • Items and Services: Enable users to browse and request catalog items via the mobile app. If no catalogs are specified, access defaults to all available catalogs, with Service Catalog as the default. Quick actions can be configured to provide shortcuts to frequently used catalog items, visible only if users meet criteria permissions. Knowledge base access can also be configured, defaulting to the IT knowledge base but allowing selection of specific knowledge bases.
    • Siri Shortcuts: For iOS users, configure Siri shortcuts to quickly open chats, browse items and services, and access tasks or requests directly within the app.
    • Live Agent Support: Activate chat quick actions on the home page to enable users to request help from virtual or live agents.

    Practical Benefits

    • Personalizing greetings and task views increases user engagement and clarity.
    • Filtering My Requests allows users to efficiently track relevant work assignments.
    • Enabling people search and AI-driven suggestions improves information discovery and speeds up task completion.
    • Configuring catalogs and knowledge bases ensures users access the precise resources and services relevant to their roles.
    • Siri shortcuts and quick actions enhance accessibility and streamline common workflows on mobile devices.
    • Live Agent integration provides immediate support options, improving user satisfaction.

    Implementation Notes

    • Ensure users have appropriate read permissions for people search to function effectively.
    • Populate search suggestions after upgrade by running the provided script or allow suggestions to build organically from user searches.
    • Quick actions are subject to user criteria, so configure these carefully to ensure visibility aligns with user roles.

    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.