From SNCWiki

Functionality described here requires the Mobile Device ITIL and Service Management plugin. The plugin is automatically installed for all instances

Overview

Service-now.com supports a subset of the standard application’s functionality on mobile devices. This can be useful when you are away from the desktop and need to access your Service-now.com instance to perform common tasks.

Mobile support assumes your Service-now.com host can be accessed from mobile networks. If your instance is hosted by Service-now.com, this is taken care of for you. If your instance is run behind a company firewall (“on-premise”), it may not be available to you. In that case, you should contact your organization's Service-now.com administrator with any questions.

Supported Devices

The glide.ui.mobile_agents UI property is a comma-separated list of devices which use the mobile interface. The mobile interface is used if one of these strings appears in the browser's user_agent header. Out-of-box this list is: iPod, Windows CE, BlackBerry, Android, iPhone, Opera Mini

Note: You may need to add a property if it does not already exist in your instance. The value would be in the following format:

iPod,Windows CE,BlackBerry, Android,iPhone,Opera Mini

BlackBerry

Version 4.6.0 or later required. On your Blackberry, go to Settings > Options > About to find the version.

In your Blackberry browser application, bring up the menu and choose “Options” and then choose “Browser Configuration”.  Make sure the following options are set:

• Support JavaScript
  
• Use Background Images
  
• Browser Identification: BlackBerry
  

You may also wish to go to the “General Properties” browser submenu and set the default font size and minimum font size to a smaller size depending on the size of your Blackberry’s screen and the limits of your eye sight.  Smaller text will allow you to squeeze more onto your Blackberry’s display but may be difficult for some users to read.

Apple iPhone

There are no special configuration needed for the iPhone. It just works.  However, it is worth noting that multi-line text input fields can be scrolled by placing two fingers on the touch screen within the borders of the field and moving up or down.

The User Preference mobile_use_full.iphone determines whether the iPhone loads the platform in mobile view or desktop view by default.

Apple Home Screen Icon

Apple iPod touch

Mobile supports the iPod touch connected by WiFi.

Google Android

No special considerations or caveats with Android.

Opera Mini

For Opera Mini, go to Menu -> Tools -> Settings and make sure the "Mobile View" option is not checked. If checked, "Mobile View" causes your browser screen to be formatted as one column and will not correctly display Service-now.

Windows Mobile

Version 6.1 or later required.

In your Windows Mobile browser application, bring up the menu and choose “Tools”  and then choose “Options” and then “General”.  Make sure “Allow cookies” is checked.

Accessing Your Instance

Using your mobile devices web browser, enter the URL for your instance. For example, to access Service-now's "hi" server, you would enter http://hi.service-now.com in your web browser.

Configuration

Users with the admin role can configure the modules available to mobile users.  From your standard desktop Service-now.com session (not from your mobile), navigate to System Definition -> Applications (Mobile).  The applications used for mobile devices have a device type of "Mobile".  If you would like to make an existing application (with device type of "Browser") visible to mobile users as well, you will need to create a new application for it with a device type of "Mobile" as was done with the following mobile modules provided out of the box:

• Incident
• Problem
• Change (with approvals)
• Self-Service
• User Administration

Views

Mobile lists and forms always use the “Mobile” view. These should have a limited number of columns displayed as mobile screens are small and transmission speeds are limited. The Mobile view can be configured in the usual way in Service-now.com.  See Personalizing Mobile Lists for additional detail.

Scripting

If the glide.ui.mobile_agents property does not provide enough granularity, scripting can be used to determine when a device will use the mobile interface. This is determined by the DetermineMobileDevice Script Include.  For example, if you wanted the iPhones belonging to a particular set of users to use the standard browser interface and other users iPhones to use the mobile interface, this Script Include could be modified to do this. Note that the property is checked first and if the user agent for the device is found in the property, the mobile interface will be used. For this example, the iPhone would be removed from the property.

Properties

• glide.product.description.mobile - The mobile banner product description is defined by this property. Default value is "Service-now.com - Mobile".
• glide.ui.mobile_agents - Defines which devices are treated as mobile. Out-of-box this list is: iPod, Windows CE, BlackBerry, Android, iPhone, Opera Mini

Business Rules

You can detect whether a business rule is running as a result of an action taken by a user via the mobile user interface.  This can be done by asking the MobileExtensions class for the device type.  If the device type is equal to "mobile" then it is a result of the mobile UI.  For example, an insert or update business rule might include the following script to cause a different action to be taken depending on whether the insert or update came from a mobile device:

 var device = Packages.com.glide.ui.MobileExtensions.getDeviceType(); 
 if (device=="mobile") 
   gs.print("submitted from mobile UI");
 else 
   gs.print("NOT submitted from mobile UI");

Feature List

• Phone number type fields can be dialed directly.
• A property called glide.ui.mobile_agentsdefines which devices are treated as mobile. Out-of-box this list is: iPod, Windows CE, BlackBerry, Android, iPhone, Opera Mini.
• iPhone, iPod Touch, Android devices use mobile interface out-of-box.
• Mobile plugin is automatically activated for new or upgraded.
• Dependent choice lists for mobile clients
• iPhone multi-line text inputs expand when edited.
• HTML field content can be read on mobile devices. This is especially useful for viewing Knowledge Base via mobile.
• Labels and splits on mobile lists
• Reference fields that have a value in them are rendered as links. This allows you to click on the field and view the selected record. In the example below, you could click on "Jerrod Bennett" or "Beth Anglin" to view their user records.

Mobile Date/Time Picker

Advanced mobile devices (iPhone, BlackBerry OS 4.6 or better, Android phones) can use a date/time picker to select values for these fields. This functions much like the desktop's picker.

Date/time field:	Date field:

iPhone Desktop or Mobile UI User Preference

iPhone users may choose to use the desktop version of Service-now. To set this preference, click the gear button on the top of the mobile home page, and click Desktop version. The screen will reload will with desktop version. This preference is recorded so that whenever this user logs in with an iPhone, the desktop version will be displayed. If you wish to switch back to the mobile version, a cell phone icon on the welcome bar to the right of the user name can be used to do so and the mobile preference will be reset.

Enhancements for Spring 2010 Release

• "Go to" capability was added to mobile lists.  Like the capability on the desktop browser, go to allows you to move to the record(s) in the list that start with the entered text in the selected field.
• Allow links to incidents, etc. to "survive" a login when followed from email read on a mobile device. Previously you always went to the mobile home page after logging in.

Notes and Limitations

Mobile Browser Support is carefully designed to provide a limited subset of functionality to enable you to perform common, useful tasks in your instance. Incident, Change, Problem Management, for example. The following capabilities are not currently supported in mobile browsers, though they may work to varying degrees.

• Client Scripts and UI Policy
• Mandatory fields
  
• BSM Map or other graphical displays
• List UI Actions (Form UI Actions are supported)
• Right-click functionality (e.g., context menus to personalize forms/lists)
  
• Reporting
• Service Catalog or Record Producers
  
• Editing Knowledge Base
• CMDB Relationships formatter
• glide_list fields (like Watchlists)
• Reference field autocomplete