Overview

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There is a ServiceNow App on that allows agents to monitor and update tickets on the go without rushing back to a computer. Please review the documentation as notifications need to be manually enabled.

The app can be found at the links below. Please be sure to download the "ServiceNow Agent" app and not the legacy one titled "ServiceNow Classic."

• iOS: https://apps.apple.com/us/app/servicenow-agent/id1446951408
• Android: https://play.google.com/store/apps/details?id=com.servicenow.fulfiller&hl=en_US

Note: Please be sure to select the "Remember me for 7 days" option on the Duo screen. As this is the maximum time apps can remain logged in, notifications may stop sending after 7 days. Please be sure to either open the app daily or log out and back in once a week.

Using the App

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Getting Started

1. Download the 'ServiceNow Agent' (Do not download 'ServiceNow Classic' app as this is the legacy application)
   
   1. iOS: https://apps.apple.com/us/app/servicenow-agent/id1446951408
   2. Android: https://play.google.com/store/apps/details?id=com.servicenow.fulfiller&hl=en_US
2. Type the following for the instance address field: ucsdservicedesk
3. Nickname field is optional
4. Once the information has been filled out, click 'Save and Login'
5. Sign-in using SSO
   
   • Note: Some users have reported error messages before or after the Duo login screen. These may be similar to "This instance does not support native applications." If you receive an error like this, please log completely out and log back in.

What do the applications mean?

• My Group's Work: All tickets assigned to groups that you are a part of
• My Work: All tickets assigned to you
• Major Incident: Incidents that have been classified as Major Incidents
• My Approvals: If you have a Request Catalog Item that requires approval, you can do so here
  
  

What do the applets mean?

For the 'My Work' and 'My Groups Work' Applications:

• Active Incidents/General Requests/Tasks: Lists all corresponding records that require fulfiller action (New, In progress, Open, etc.)
• Inactive Incidents/General Requests/Tasks: Lists all corresponding records that do not require fulfiller action (Waiting on Customer, Resolved, Closed, etc.)
  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

For 'Major Incident:'

• Active Major Incidents: Lists all Major Incident records that have been approved
• Past Major Incidents: Lists all Major Incident records that have been closed/resolved
  
  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

For 'My Approvals:'

• Pending Approvals: Lists approvals assigned to you for a requested item
• Completed Approvals: Lists all approvals fulfilled by you (approved or rejected)
  
  

 

 

 

 

 

 

 

 

 

 

 

 

 

Viewing a record in Mobile App

1. Click on the application you wish to see. See the 'Application Detail' tab for more information.
2. Click on the applet where the record is in. See the 'Applet Detail' tab for more information.
3. Click on the desired record for further information.

View Activity of a Record

When viewing a record, click on the 'Activity Stream' button. (See 'Viewing a record in Mobile App' section.)

Editing/Adding Comments & Work Notes on a record

1. Click the 3 vertical dots (top-right of the screen) and select your choice of 'Additional Comments', 'Work Notes' or 'Edit.' After you are finished editing or adding a comment, click 'Submit' (top-right of the screen) and you will get a 'Success' message if successful. See 'Viewing a record in Mobile App' section.
      

   2. From the 'Activity Stream' view, you can also click on the plus sign in the top-right of the screen to quickly add an attachment, image, work note or additional comment. After you are finished editing or adding a comment, click 'Post' (top-right of the screen) and you will get a 'Success' message if successful. See 'Viewing a record in Mobile App' and 'View Activity Stream of a Record' sections.
   
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Push Notifications

You will get push notifications for the following:

• Major Incident has been created or updated
• Incident/General Request/Task assigned to you
• Incident/General Request/Task assigned to you has been updated
• Incident/General Request/Task has been assigned to one of your groups
• Incident/General Request/Task assigned to one of your groups was updated
• Approval request assigned to you

To configure your push notification options:

1. Log in to ServiceNow (must be in fulfiller view)
2. Click the gear icon (top-right of the screen)
3. Choose 'Notifications' (on the left hand side)
4. Click on: 'Agent: Mobile App' section (3/4's down the page)
5. Make sure that the notifications each have the text: 'ServiceNow Mobile Application' underneath the notification (see picture below).
6. If you don't see this text, the notification is off. To turn it on, click into the push notification you want to turn on and toggle the button 'ServiceNow Mobile Application' (green means on, gray means off)

Major Incident Push Notifications

To turn on Major Incident Push notifications, please follow these steps:

1. Log in to ServiceNow (must be in fulfiller view)
2. Click the gear icon (top-right of the screen)
3. Choose 'Notifications' (on the left hand side)
4. Click on: 'Agent: Mobile App' section
5. Scroll down the list until you see 'Major Incident has been created' and 'Major Incident has been updated.
   
   1. Make sure that the notifications each have the text: 'ServiceNow Mobile Application' underneath the notification which means that it is turned on (see picture below).
   2. If you don't see this text, the notification is off. To turn it on, click into the push notification you want to turn on and toggle the button 'ServiceNow Mobile Application' (green means on, gray means off)

Additional Features

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Favoriting Applications

You can favorite applications by clicking the 'star' to the right of the title.

• If you want to see only your 'favorite applications,' click the 'star' on the top-right of your screen.

Filtering Tickets

1. When viewing a list of tickets, click on the filter icon at the top-right of your screen.
2. You can filter based on the fields available (Status, Number, Short Description, Priority, Customer)
3. Click on the field you want to filter by (for Demo purposes, this field will be 'Priority')
4. Select your choices for this field (for Demo purposes, we are filtering by priority 3 & 4)
   
   • Note: There is not priority 1 or 2 because none of the tickets queried have a priority of 1 or 2
5. Once you have selected your choices, click 'Back'
   
   • You will now see what is being filtered in
6. Click on 'Done' on the top-left of your screen
7. You will now see only tickets that have a priority of 3 or 4 (for this Demo)
8. To clear your filter, click the 'filter' icon again
   
   • Click on 'Clear' (top-right of your screen) to clear ALL filters or click each individual field to clear those filters individually
   • Click on 'Done' (top-left of your screen) and the filters should be gone