Using the Mobile Agent to perform agent tasks

  • Release version: Yokohama
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of Using the Mobile Agent to perform agent tasks

    The Mobile Agent app empowers government service agents to efficiently manage service request and information request cases directly from their mobile devices. It enables real-time updates and allows agents to handle routine tasks, approvals, and case management anytime and anywhere, improving responsiveness and case resolution speed.

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    Agent Tasks for Service Request Cases

    • View a case: Access new or active cases, review details, and decide on necessary actions.
    • Edit a case: Modify case fields through the Edit Case option.
    • Add comments: Enter work notes or additional comments via the Add Comments option or activity stream.
    • Propose a solution: Submit resolution codes and notes to resolve the case.
    • Request more information: Add comments requesting further details.
    • Escalate a case: Provide escalation details when higher-level attention is needed.
    • View escalations: Use the Escalations applet to monitor active escalations for cases.
    • Close a case: Enter resolution information to formally complete the case.

    Agent Tasks for Information Request Cases

    • View a case: Review new or active information request cases and determine next steps.
    • Edit a case: Update case details as required.
    • Add comments: Document work notes or comments similarly to service requests.
    • Propose a solution: Submit resolution codes and notes for case closure.
    • Request more information: Add comments to seek additional details.
    • Escalate a case: Provide escalation details to raise case priority.
    • Evaluate similar requests: Assess related cases to inform decision-making.
    • Send for Requester Approval: Initiate approval process by the requester as needed.
    • Request Fee Approval: Request fee-related approvals within the app.
    • View Exemption Checklist: Review applicable FOIA or Public Records Act exemptions and select relevant ones.
    • Close a case: Complete the case with resolution codes and notes.
    • Cancel a case: Optionally cancel the case if it is no longer needed.

    Practical Benefits for ServiceNow Customers

    Using the Mobile Agent app streamlines government case management by enabling agents to act promptly on cases without needing desktop access. This mobile access supports faster triaging, communication, and resolution of cases, enhancing service delivery and agent productivity. The clear structure for common tasks ensures agents can confidently perform necessary actions such as editing, commenting, escalating, and closing cases, which is critical for maintaining effective case workflows and compliance with service standards.

    If you're a government service agent, you can manage your cases and receive real-time updates on your mobile device with the Mobile Agent.

    With the Mobile Agent, you can perform routine actions and approvals from your mobile device anytime and anywhere. The following table describes the tasks that you can perform with the Mobile Agent

    whether you're triaging a service request case, or fulfilling an information request.

    Table 1. Government service agent tasks
    Agent task Steps
    View a case View the details of a case and determine if you need to make any changes or take any actions.
    1. In the bottom navigation bar, select Cases.
    2. Select New to create a case or select Active to see a list of the active service request cases.
    3. Select a case to view its details.
    4. Determine if you need to make any changes or take other actions. If so, perform any of the tasks in this table.

    For details on viewing a case in the Mobile Agent, see Track government service requests with the ServiceNow Mobile Agent app.
    Edit a case
    1. From the Service Requests list, open a case.
    2. Tap the More actions icon (Mobile Agent More actions icon.) and select Edit Case.

      For details on the case fields, see Service Request case form.
    Add comments to a case
    1. From the Service Requests list, open a case.
    2. Tap the More actions icon (More actions icon.) and select Add Comments.
    3. In theWork Notes or Additional Comments fields, add your work notes or comments about the case.
    You can also add comments through the activity stream related list. For more information, see Using the activity stream in the Mobile Agent.
    Propose a solution for a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Propose Solution.
    2. In the Resolution Code and Resolution Notes fields, add the code and notes that you propose as a solution to resolve the case and then select Submit.
    Request more information
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Request Info.
    2. In the Additional Comments field, add more comments about the request.
    Escalate a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Escalate.
    2. In the Escalations dialog box, fill in the details of the escalation.
    View escalations
    1. From the applet launcher, select the Escalations applet.
    2. View a list of escalations for that case, if any.
    Close a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Close Case.
    2. In the Resolution Code and Resolution Notes fields, enter the code and your notes about how the case was resolved.
    Table 2. Information request agent tasks
    Agent task Steps
    View a case View the details of a case and determine if you need to make any changes or take any actions.
    1. In the bottom navigation bar, select Cases.
    2. Select New to create a case or select Active to see a list of the active service request cases.
    3. Select a case to view its details.
    4. Determine if you need to make any changes or take other actions. If so, perform any of the tasks in this table.

    For details on viewing a case in the Mobile Agent, see Track information requests with the Mobile Agent.
    Edit a case
    1. From the Information Requests list, open a case.
    2. Tap the More actions icon (Mobile Agent More actions icon.) and select Edit Case.

      For details on the case fields, see Information Request case form.
    Add comments to a case
    1. From the Information Requests list, open a case.
    2. Tap the More actions icon (More actions icon.) and select Add Comments.
    3. In the Work Notes or Additional Comments fields, add your work notes or comments about the case.
    You can also add comments through the activity stream related list. For more information, see Using the activity stream in the Mobile Agent.
    Propose a solution for a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Propose Solution.
    2. In the Resolution Code and Resolution Notes fields, add the code and notes that you propose as a solution to resolve the case and then select Submit.
    Request more information
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Request Info.
    2. In the Additional Comments field, add more comments about the request.
    Escalate a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Escalate.
    2. In the Escalations dialog box, fill in the details of the escalation.
    View escalations
    1. From the applet launcher, select the Escalations applet.
    2. View a list of escalations for that case, if any.
    Evaluate similar requests
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Evaluate similar requests.
    2. In the Escalations dialog box, fill in the details of the escalation.
    Send for Requester Approval
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Send for Requester Approval.
    2. In the Send for Requester Approval dialog box, fill in the details of the escalation.
    Request Fee Approval
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Request Fee Approval.
    2. In the Escalations dialog box, fill in the details of the escalation.
    View Exemption Checklist
    1. From the applet launcher, select the Exception Checklist applet.
    2. Review the list of exemptions under the Freedom of Information Act (FOIA) or Public Records Act, and select one or more exemptions if applicable.
    Close a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Close Case.
    2. In the Resolution Code and Resolution Notes fields, enter the code and your notes about how the case was resolved.
    Cancel a case Tap the More actions icon (Mobile Agent More actions icon.) and select Cancel Case.