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.

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.

First reviewed in 2021, when it was better than its predecessor. It hasn't really improved since then, and remains a tepid and inflexible mobile solution. There should be a better, more fully functional app by now. We should be able to see stories, problems, changes, requests, and associated tasks by now. I keep waiting for the app to grow up, or for a mobile-ready web version. This remains a painful shadow, plus "Agent" does not at all suggest ServiceNow.

What’s new

Fixed
• Activity stream doesn't update after adding a comment in low memory conditions
• After closing a task, the screen doesn't navigate to a newly created follow-up task
• A photo taken in landscape mode is transformed to portrait when uploaded
• Attachment upload from web view doesn't work
• Buttons that should be disabled are enabled
• KB article pages in Cabrillo refresh constantly
Detailed release notes can be found on the ServiceNow product documentation website.