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

This app is better than Classic at opening and updating tickets. However, I find it to be slower overall, and harder to customize. I would like to see an area where you can access your bookmarked favorites. Also, I would like to see a filter for who the ticket is assigned to when you're looking at your Group's work. It also constantly signs me out and makes me reauthenticate, an issue that the Classic app didn't have.

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.

only able to use incident. all other activity streams went built with applets cause a "cannot refresh document" and cause a blank screen (with no logs or ability to fix it). it looks like a monthly release cycle isnt fast enough. shipping an MVP is one thing, but shipping broken major functionality is frustrating. will update review after major functionality works again.

What's new

Fixed
• App crashes when app opens with Next Experience disabled
• Issues with external barcode scanners connected via Bluetooth
• Unable to copy fields on details screen
• Activity Stream crashes if a comment contains an IMG tag without a source link
• ‘Back’ button sends the user to the main list
• Now Assist flows in Mobile Virtual Agent does not support multiple genius results cards in carousel control

Detailed release notes can be found on the ServiceNow product documentation website.