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Accessing an instance on a mobile device

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Accessing an instance on a mobile device

Access an instance from anywhere using your mobile device. Connect using a mobile web browser or on the native mobile app.

The mobile UI is consistent across most platforms with a few minor differences depending on the browser or the device. Mobile themes and mobile home pages are both configurable by administrators. Any configuration changes apply to both the native app and the mobile web on a smartphone. The tablet browser interface mimics the standard browser interface, so theme changes do not apply to the tablet browser.

Native mobile app on iOS and Android

The native mobile app has the same functionality across platforms.

Android and iOS mobile apps are similar with a few minor differences to make the experiences unique to each platform. Any differences between the two platforms are designed to make the app accessible to a user on either device. For example, the location of the Navigation Menu varies between the two platforms to stay consistent with the platform-specific UI.

Note: If your company uses multi factor authentication (MFA), when you sign in on the native mobile app, append the MFA code to your password.
iOS app UI Android app UI
App UI for iOS
App UI for Android UI

Not supported

  • Custom app configuration parameters
  • Custom buttons
  • Deep linking to the mobile app
  • Formatters
  • Form Templates
  • Internal distribution
  • Knowledge v2
  • Connect Support
  • UI Scripts
  • UI macro variables in the mobile Service Catalog

Limited support

  • List filtering: Several of the following fields have limited support on mobile devices. You can still create a complex filter in a desktop instance and open it in the mobile app. However, you will not be able to edit any of the limited fields.
    • between
    • dates
    • tags
    • related fields
  • Visualizations are specific to a device. If you set up a visualization in the app on your iPhone, then view the app on an iPad, the visualization may not be the same.

Mobile web

Access an instance using the browser on your mobile device.

The mobile web UI is similar to the native mobile app. Some features are optimized more for the native app and may not perform as well on a mobile browser.

Administrators can configure home pages by role so different users may see different mobile experiences depending on their role.

Mobile web unsupported features

The following capabilities are not currently supported in mobile browsers, though they may work to varying degrees.
  • Switching to the standard browser interface from the mobile interface
  • HTML fields
  • CODE tags to render HTML in Journal Fields
  • UI Scripts
  • Legacy Chat
  • Field styles
  • Formatters
  • Form Templates
  • Timeline visualizations
  • Embedded lists
  • Assessments, surveys, and legacy surveys
  • Mobile service catalog features
    • Order guides
    • Wizards
    • Content items
  • These variable types:
    • Macro With Label
    • UI Page
    • List Collector
    • HTML
    • Macro
    • Label
    • Break
  • Data lookup rules
  • Custom auto-complete scripts

Tablet interface

Use a tablet to access your instance either from a browser or from the native app.

Use the native tablet app for an experience similar to the native mobile app. Applications or modules that you have favorited in a desktop instance appear as tiles on your mobile app homescreen.

The tablet web UI mimics the desktop experience in UI16. $ has been disabled in UI16 because the tablet interface is the same as the desktop.

Connect to an instance using the browser on your tablet for an experience similar to the standard desktop user interface.

Tablet features with limited support

  • Editing lists: You cannot edit field values in a record from the list view. Access the record form to modify any field values.
  • Dependency Views map, schema map, graphical Workflow Editor, Gantt chart, and visual dispatch tool: Graphics-based tools can be viewed but not modified from the tablet interface. Data presented by these tools is read-only when accessed through the tablet interface.
  • Calendars: You can access calendar reports but scrolling around the calendar as you would on the desktop interface is not supported.
  • Video and image attachment upload: Attach videos and images with both iOS 9 and Android. Other file type attachments are not allowed.

Unsupported tablet features

  • Field watcher: Administrators must use the desktop version to access the Field Watcher.
  • JavaScript debugger: Administrators must use the desktop version to access the JavaScript debug window.
  • Language picker: Even if the internationalization plugin is enabled, the language picker does not appear in the tablet UI toolbar. Language selected through the desktop interface applies to the tablet UI.
  • Domain picker: Tablet users cannot select any other domains that administrators configure for domain-specific personalizations. To select a new domain, use the desktop interface.
  • Slushbucket feature: Any lists, fields, or filters that use the slushbucket feature are unsupported on a tablet device. Slushbuckets are only supported in the desktop interface.
  • Suffix in the navigation filter: You can use the .list, .do, or .form shortcuts to access a list of records in a table or a new form from the desktop version only.
  • Support chat: End users cannot request a chat session nor can support technicians respond to chat requests when using the tablet interface. Help desk chat is only supported in the desktop interface.
  • Printer friendly view: This view, which shows the current screen in a pop-up window without frames and the application navigator, is not available from the tablet.
  • Timeline sliders and the Timeline Metrics UI actions: Features that use timelines, such as the workflow timeline and the Gantt chart are not supported from the tablet.

Legacy mobile UI

Use the classic Dublin mobile web UI for an older ServiceNow mobile experience.

The new mobile web UI, which is similar to the native mobile app, is automatically enabled when you upgrade to the Jakarta release.

Administrators can revert to the classic legacy mobile web experience, by setting the glide.ui.m.helsinki_mobile_enabled property in the sys_properties table to false.

Figure 1. Legacy mobile web UI
Phone screenshot of the legacy mobile UI