Request experience in Now Mobile

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Request experience in Now Mobile

    The Now Mobile app enables users to request items or services, track their requests, and approve them directly from their mobile devices. This functionality enhances user convenience and streamlines request management on the go.

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    To enable this, administrators must activate the ServiceNow Mobile Request Native Application Screens and Applet Launcher plugin (com.glide.mobile-employee), which provides Service Catalog capabilities within the mobile app.

    Key Features

    • For Me tab: Users can view their approval tasks under My To-Dos, and track requests via My Requests, which displays requests based on configurable filters optimized for mobile use.
    • Services tab: Users can submit and track requests, view recently requested and popular items, and browse service categories. Items and categories visible depend on user roles and permissions.
    • Catalog browsing: Supports browsing by both category and catalog hierarchy for better context. Items hidden in the Service Portal or unsupported variable types do not appear in the mobile app.
    • Variable and UI support: On-load, non-scripted catalog UI policies affecting visibility are supported. Some variable types, like multi-row variable sets and certain custom variables, are not supported in mobile views.
    • Enhanced input options: Users can use their mobile camera to scan barcodes to populate certain catalog item variables, improving accuracy and ease of input.
    • Quick actions: Administrators can create quick actions to provide users with one-tap access to important catalog items.
    • Siri shortcuts: iOS users can use Siri shortcuts to quickly open pages such as browsing items or viewing their requests.

    Configuration and Customization

    • Now Mobile properties: Admins can configure catalog behaviors such as availability (desktop only, excluded types, discoverability), sorting categories, and button colors to match mobile themes.
    • Catalog selection: Users can view and request items from selected catalogs; if none selected, all system catalogs are available by default.
    • Submit button label: The label on the Submit button for record producers can be customized to improve user experience.
    • Cart functionality: The cart feature, which allows users to add or edit multiple items before submission, is disabled by default but can be enabled.
    • Push notifications: Users can receive push notifications on their devices for updates related to their requests.

    What ServiceNow Customers Can Expect

    By activating and configuring these features, customers provide their users with a seamless mobile experience for requesting services and tracking their progress, increasing engagement and efficiency. The mobile app supports essential catalog functionalities with flexibility for customization to align with organizational needs and user roles.

    Customers can expect:

    • Improved request submission and tracking via mobile devices.
    • Role-based visibility ensuring users only see relevant catalog items and categories.
    • Configurable filters and properties for tailored experiences.
    • Support for quick actions and integrations like barcode scanning and Siri shortcuts for enhanced productivity.

    You can enable users to request for an item or service, and track or approve requests on mobile using the Now® Mobile app.

    Activation of Now Mobile for Service Catalog

    If you have the admin role, activate the ServiceNow Mobile Request Native Application Screens and Applet Launcher plugin (com.glide.mobile-employee). See Now Mobile app. This plugin enables the Service Catalog functionality by default.

    For Me tab

    When you log into Now Mobile, the following functionality related to Service Catalog is available:
    • My To-Dos: Displays approval records of requests and requested items assigned or delegated to the user.
    • My Requests: Displays requests based on the filters defined for mobile in the My Requests Filter. By default, the Incident Mobile and Service Catalog Request Mobile filters are available. For information about configuring filters, see Define filters for My Requests and Configure My Requests.
      Note:
      It is recommended to include only open requests.

    Services tab

    You can submit or track requests.
    • Recent Services: Displays the items and services (10 items and services in the last 12 months) that were requested recently by the logged-in user.
    • Popular Services: Displays the most requested items and services (10 items and services in the last 12 months) that are visible to the user. Displays the 10 recent items and services in the last 12 months.
    • Browse Services: Displays the categories of items and services that you can browse through and order.
      Note:
      • If a category contains both items and sub-categories, the items specific to the category are displayed under Others.
      • The category listings do not display the catalog information for users who do not have the roles that have permissions to read the records in the sc_category table. For such users, an ACL can be added to provide read permission for the Title field of the sc_catalog table.
    Note:
    • You cannot request these item types in the mobile app.
      • Content items
      • Wizard
      • Standard change template
    • All items hidden in Service Portal are also hidden in the mobile app.
    • In the RITM and record view, these variable types are not supported.
      • HTML
      • Custom
      • Custom with Label
      • UI Page
    • In the RITM and request view, a multi-row variable set is not supported. A message is displayed in this view that this variable set is not viewable.
    • On-load catalog UI policies (non-scripted) are supported for variables in record views, for example, requested item and incident.
      • Only the visibility condition is considered.
      • A variable with no value is not displayed.
      • These policies are also applicable for container variables and a group of check boxes.
      • Since the multi-row variable set is displayed with a message that it is not viewable, these policies can be used to display or hide that message.
    From Now Mobile, you can also perform the following tasks:

    Quick actions

    You can provide easy access to a catalog item by creating a quick action. For information on creating a quick action in Now Mobile, see Create a quick action.

    Siri shortcuts

    iOS users can use Siri shortcuts to open the following pages in the mobile app.
    • Browse items and services.
    • Open my requests

    See Siri shortcuts.

    Now Mobile properties

    You can define the following behavior for various catalog entities by configuring the Now Mobile properties. For information about configuring these properties, see Configure Now Mobile properties.

    • Sort categories by the Order field.
    • Define the availability of a catalog item in one of the following ways:
      • Include the catalog item with Availability set to Desktop only in Now Mobile.
      • Specify catalog item types to exclude in Now Mobile.
    • Define the non-availability behavior of a catalog item by making it discoverable but not viewable, or not available at all.
    • Specify colors for buttons to match your mobile theme.