Get help needed to complete jobs

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Connect with your customers or peers using the mobile app to get more information when you are at a task location.

    Collaborate and resolve issues in real time using the chat channel on your mobile app

    Communicate with other users in real time to collaborate and resolve issues using the chat channel on the ServiceNow Agent mobile app.

    Before you begin

    Role required: wm_agent or wm_dispatcher

    About this task

    If you receive a message on chat when you aren’t available to view the message, you receive a notification reminding you of the message. You can click on that message to open the chat window and continue the chat conversation.

    Procedure

    1. Open the Now Mobile Agent application.
    2. Tap the chat icon Chat icon..
    3. Tap the + button to select and add an agent you want to connect with.
      You can add multiple agents to start a group chat.
    4. In the Message dialog box, enter a message and tap Enter in android or Send in iOS to start the dialog.
    5. To end the conversation, tap X in android and Return in iOS.

    Start a Sidebar discussion on the Now Mobile Agent application

    Create and view Sidebar discussions on the Mobile Agent application.

    Before you begin

    Role required: wm_agent

    Ensure the Sidebar for Field Service Management plugin (com.sn_fsm_sidebar) is activated. For more information, see Activate Sidebar for the Now Mobile Agent application.

    About this task

    Create and view Sidebar discussions on the Mobile Agent application. You can create Sidebar discussions from the work order task record.

    Procedure

    1. Navigate to a work order task.
    2. Tap the SidebarSidebar icon. icon.
    3. Tap the Create Sidebar discussion Create Sidebar discussion icon. icon.
    4. On the form, fill in the fields.
      Table 1. Start a Sidebar discussion form
      Field Description
      Record number Work order task this discussion is assigned to.
      Subject Subject of the discussion.
      Add participants Participants who can view and reply to the discussion.
      Include a brief message for participants Initial message to participants in the discussion.
    5. Tap Start discussion.

    What to do next

    Participants can view and reply to the discussion. The discussion can be accessed from the work order task record or from the global Sidebar.