Andrew Barnes

4 minute read

Mobile in Madrid

One of my favorite things in Madrid is the changes to Mobile. This will be a multipart series as we have a great deal to cover. Right off the bat, there is a whole new native app in the iOS and Google Play stores. ServiceNow Agent is its name. The previous mobile app is now named ServiceNow Classic. This single App will be the basis for all of the new targeted applets and experiences you make for your users. Once you have the native app, you will have access to ITSM and FSM mobile applications that are provided out of the box.

Mobile in Studio

To make your own applets, you start by opening up Studio. Inside Studio you will find a new type of application file: Mobile Application. A create applet action awaits you to start the process. Here you will choose from a list of preconfigured templates for your targeted interaction. Targeted interaction? This is a mobile applet. It isn’t to replicate all of ServiceNow or even all the functionality of a whole process. The point is to put the right information, to the right user, at the right time.


Once that template is selected it is on to configuration. A data item needs to be associated or created to drive the presentation to the screen. We will be using some screenshots from the provided ITSM mobile application.


You can see on the data item we need a table, filters, and optionally grouping. The process should be familiar as creating modules to help users get to the records they care about. In our critical incident applet, we only need to send the user their active, assigned, critical incidents.

Now that the data item has been defined we can start to layout how and what data we wish to present to the users. Keep in mind that this is a mobile application and we want to target that experience. A simple slushbucket is available to select and order those chosen fields.

Field Slushbucket

You can see a preview of how the slushbucket will be rendered next to the slushbucket. You can edit that appearance with the ‘change list item’ button.

Preview Box

For this example, we are using the list template which consists of Primary, Details, Activity, Related.


Now that the primary screen has been defined we can move on to the other screens. Detail is where we can present the agent with information that will help them resolve the issue. The top of the details starts with the header from the primary screen but can be configured independently. The body is where the detailed record data should be presented. Actions that we wish to take on a record can be selected from the function tab.

Functions Screen

The top menu functions are most similar to UI actions while the field functions are similar to the action icons/field decorations next to fields in the traditional UI. The functions can be reused across more than one applet. They are broadly put into Action, Navigation, and Smart button. Taking advantage of the capabilities of the agent’s devices to render maps, show locations, call phone numbers, send emails and more is important when choosing which fields to present and how to utilize those choices effectively.

New Actions Dropdown

The Activity screen is where you add and view any journal field and attachments to the record.

Activities Screen

The related screen is for viewing the related list that the agent needs to help provide data from other tables that are related to your current record. They can point to other applets for interacting with those associated records.

Related Lists Screen


Control Access Icon

Access to a mobile application and its applets is defined at the application level. Roles are the method for limiting and granting access to a given application.

More to come

This article is just an overview of how you can get started with building mobile focused solutions in studio for your agents. More mobile-focused blog entries with more technical details will be coming and can be found with the tag mobile. I look forward to sharing more of the exciting things mobile has to offer in Madrid.