Configuring Now Mobile
Summarize
Summary of Configuring Now Mobile
This guide explains how to configure the Now Mobile app to tailor the user experience, including linking service catalogs and knowledge bases, personalizing greetings, and controlling which records appear in key app sections. Note that the Now Mobile app does not support offline mode.
Show less
For Me Configuration
- Greeting: Customize the welcome message displayed to users upon login, such as including their first and last names.
- My To-Dos: Users can view and complete assigned tasks, primarily approvals from Requests and Requested Items tables. Additional task types may appear depending on integrated applications like HR Service Delivery.
- My Requests: Define which records users can track under My Requests, for example by filtering to show only records created by the user from specific tables. The default includes Incidents and Requested Items.
Search Configuration
- People Search: Enable or disable searching for other users. This requires users to have read access to the User table. Adjust access control lists if search results lack necessary user details.
- Analytics and Suggestions: The app gathers search data to generate suggestions. For new installations or upgrades, populate the Text Searches table with relevant knowledge, catalog, and user records to provide immediate suggestions. This uses the ServiceNow AI Platform feature Search Suggestions.
Items and Services Configuration
- Catalog: Control which Service Catalog items users can view and request. If no specific catalogs are selected, all catalogs are available by default.
- Quick Actions: Select catalog items to appear as quick-access menu actions, allowing faster navigation to frequently used forms. Visibility depends on user permissions.
- Knowledge: Specify which knowledge bases users can access via the app. If none are selected, all knowledge bases are accessible by default, with the IT knowledge base used by default.
Siri Shortcuts (iOS)
iOS users can leverage Siri shortcuts to quickly open key app pages such as chat windows, browsing items and services, accessing tasks, and viewing requests.
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.
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.
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.
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.
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.
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.