ServiceNow Agent

ServiceNow

About this app

ServiceNow Mobile Agent app delivers out-of-the-box, mobile-first experiences for the most common service desk agent workflows, making it easy for agents to triage, act on and resolve requests on the go. The app enables service desk agents to promptly manage and resolve end user issues from their mobile devices. Agents use the app’s intuitive interface to accept and update work even without Internet connectivity. The app greatly simplifies work by leveraging native device capabilities for tasks like navigation, barcode scanning, or collecting a signature.​​

The app comes with out-of-the-box workflows for service desk agents in IT, Customer Service, HR, Field Services, Security Ops and IT Asset Management. Organizations can easily configure and extend the workflows to meet their own unique needs. ​​

With Mobile Agent you can:​
• Manage the work assigned to your teams​​
• Triage incidents and cases​​
• Act on approvals with swipe gestures and quick actions​​
• Complete work while offline​​
• Access the full issue details, activity stream, and related lists of records​​
• Optimize workflows with location, camera, and touchscreen hardware

Detailed release notes can be found at: https://docs.servicenow.com/bundle/mobile-rn/page/release-notes/mobile-apps/mobile-apps.html
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NOTE: This app requires the ServiceNow Madrid instance or later.

EULA: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0760310

© 2023 ServiceNow, Inc. All Rights Reserved.​

ServiceNow, the ServiceNow logo, Now, Now Platform, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Ratings and reviews

You thought service now was slow through the web? Well its 3x as slow on mobile! Hope you like getting signed out completely any time you try to look at a ticket during a network blip (like in an elevator...) Besides being mind numbingly slow and logouts, the app works fine. You can't convert inc to task though. Every time i have to use this app i wish i could rate it lower.

I do not appreciate the alerts I get after completing tasks like leaving notes, removing assetts, closing tickets etc. No need to stop me working to tell me I did something, or that something is complete. This slows me down and makes my tasks take more time to complete. I know the thing is done you dont have to alert me. Thanks

If all these reviews are admin issues then admins need better instructions for (thoughtfully) configuring something that affects the workflow of a lot of people. Some title fields are left open to text input, while all the text I want is not even selectable. The app does not blank the page as a new page loads, it just shows me something it has stuck in memory while it loads a new page. One handed operation is not great, the menu button is in the top corner then the menu opens from the bottom.

What's new

What’s new for Android v18.4.0
Fixed
• Special characters are incorrectly rendered in the Activity Stream
• A pre-filled instance URL is not populated on a mobile publishing Android build
New
• Trigger Now Assist skills (Record Summarization and Resolution Notes Generation) directly in Virtual Agent on mobile
• Users can easily edit/refine Resolution Notes using Now Assist Context Menu on mobile