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ServiceNow mobile app configuration

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ServiceNow mobile app configuration

The ServiceNow mobile app is built with a mobile-first design. You can configure the ServiceNow mobile app so your users can access an instance on a tablet or smartphone.

Requirements

Configuration for the mobile application takes place in Studio. The mobile web experience is consistent with the ServiceNow Classic app. Use the native app to test your configuration. Depending on your device, go to the iTunes store or the Google Play store and search for ServiceNow to download the native mobile app.

You must be on Madrid or later to configure the new mobile app.

Use the following instructions to get started on building a mobile app.

What to do

The mobile app is built on a hierarchy. You can have several applications for the mobile app and limit user access by role so only some users can see each application. Each application contains folders to help separate applets. For example, you could have an ITSM application, which contains folders for My Incidents and My Group Incidents.

Applets are miniature applications that contain various screens with more information. Data items determine the information that appears in each applet. For example, an applet for My High Priority Incidents would have a data item that pulls information from the system to create a list of incidents that are only assigned to that user and have a priority of Critical or High.

Functions in an applet determine how the user interacts with the app. You can add functions that navigate to another screen, open the phone option on your mobile device, or edit a record.

Figure 1. Mobile app hierarchy
Diagram showing how the mobile app is comprised of applications, folders, applets, and functions.

Role required: admin

  1. Create an application in Studio.

    Applications are the high-level containers for information in the mobile app. For example, you could create an ITSM application that contained applets specific to an ITSM user. Applications appear on the main app page and you can limit user access by role.

  2. Create a data item.

    Data items represent blocks of information from a table in the platform. Configure data items to determine what information appears in the mobile app. Each data item gets associated with an applet.

  3. Create an applet.

    Applets are smaller applications that contain specific information and screens. For example, for an ITSM application, you could have an applet for Open Incidents. Depending on the information you want to display, you can choose from different screen templates, such as a list, a map, or a URL page.

  4. Add functions to the mobile app.

    Functions determine how the user navigates through the app. Configure functions that allow users to navigate to a new screen, make a call or send an email from a field, or make changes to a record.

Next steps

Configure push notifications, offline support, and location tracking.

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