Using the Mobile Agent to perform agent tasks

---
title: Using the Mobile Agent to perform agent tasks
description: If you're a government service agent, you can manage your cases and receive real-time updates on your mobile device with the Mobile Agent.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/government-industry/psds-mobile-playbooks-perform-agent-manager-tasks.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 6
keywords: [Using the Mobile Agent to perform agent tasks, perform agent tasks by using the mobile agent]
breadcrumb: [Mobile Agent, Use, Public Sector Digital Services \(PSDS\)]
---

# Using the Mobile Agent to perform agent tasks

If you're a government service agent, you can manage your cases and receive real-time updates on your mobile device with the Mobile Agent.

With the Mobile Agent, you can perform routine actions and approvals from your mobile device anytime and anywhere. The following table describes the tasks that you can perform with the Mobile Agent

whether you're triaging a service request case, or fulfilling an information request.

<table id="table_bxc_fjf_gwb"><thead><tr><th>

Agent task

</th><th>

Steps

</th></tr></thead><tbody><tr><td>

View a case

</td><td>

View the details of a case and determine if you need to make any changes or take any actions.1.  In the bottom navigation bar, select **Cases**.
2.  Select **New** to create a case or select **Active** to see a list of the active service request cases.
3.  Select a case to view its details.
4.  Determine if you need to make any changes or take other actions. If so, perform any of the tasks in this table.

 For details on viewing a case in the Mobile Agent, see [Track government service requests with the Mobile Agent app](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-mobile-playbook-view-service-requests-agent.md).

</td></tr><tr><td>

Edit a case

</td><td>

1.  From the Service Requests list, open a case.
2.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Edit Case**.

For details on the case fields, see [Service Request case form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/service-request-case-form-new.md).


</td></tr><tr><td>

Add comments to a case

</td><td>

1.  From the Service Requests list, open a case.
2.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: More actions icon.\) and select **Add Comments**.
3.  In the**Work Notes** or **Additional Comments** fields, add your work notes or comments about the case.

You can also add comments through the activity stream related list. For more information, see [Using the activity stream in the Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-mobile-playbook-using-activity-stream.md).

</td></tr><tr><td>

Propose a solution for a case

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Propose Solution**.
2.  In the **Resolution Code** and **Resolution Notes** fields, add the code and notes that you propose as a solution to resolve the case and then select **Submit**.

</td></tr><tr><td>

Request more information

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Request Info**.
2.  In the **Additional Comments** field, add more comments about the request.

</td></tr><tr><td>

Escalate a case

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Escalate**.
2.  In the **Escalations** dialog box, fill in the details of the escalation.

</td></tr><tr><td>

View escalations

</td><td>

1.  From the applet launcher, select the **Escalations** applet.
2.  View a list of escalations for that case, if any.

</td></tr><tr><td>

Close a case

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Close Case**.
2.  In the **Resolution Code** and **Resolution Notes** fields, enter the code and your notes about how the case was resolved.

</td></tr></tbody>
</table><table id="table_mlf_yf5_cxb"><thead><tr><th>

Agent task

</th><th>

Steps

</th></tr></thead><tbody><tr><td>

View a case

</td><td>

View the details of a case and determine if you need to make any changes or take any actions.1.  In the bottom navigation bar, select **Cases**.
2.  Select **New** to create a case or select **Active** to see a list of the active service request cases.
3.  Select a case to view its details.
4.  Determine if you need to make any changes or take other actions. If so, perform any of the tasks in this table.

 For details on viewing a case in the Mobile Agent, see [Track information requests with the Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-mobile-playbook-view-info-requests-agent.md).

</td></tr><tr><td>

Edit a case

</td><td>

1.  From the Information Requests list, open a case.
2.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Edit Case**.

For details on the case fields, see [Information Request case form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/information-request-case-form.md).


</td></tr><tr><td>

Add comments to a case

</td><td>

1.  From the Information Requests list, open a case.
2.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: More actions icon.\) and select **Add Comments**.
3.  In the **Work Notes** or **Additional Comments** fields, add your work notes or comments about the case.

You can also add comments through the activity stream related list. For more information, see [Using the activity stream in the Mobile Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-mobile-playbook-using-activity-stream.md).

</td></tr><tr><td>

Propose a solution for a case

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Propose Solution**.
2.  In the **Resolution Code** and **Resolution Notes** fields, add the code and notes that you propose as a solution to resolve the case and then select **Submit**.

</td></tr><tr><td>

Request more information

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Request Info**.
2.  In the **Additional Comments** field, add more comments about the request.

</td></tr><tr><td>

Escalate a case

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Escalate**.
2.  In the **Escalations** dialog box, fill in the details of the escalation.

</td></tr><tr><td>

View escalations

</td><td>

1.  From the applet launcher, select the **Escalations** applet.
2.  View a list of escalations for that case, if any.

</td></tr><tr><td>

Evaluate similar requests

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Evaluate similar requests**.
2.  In the **Escalations** dialog box, fill in the details of the escalation.

</td></tr><tr><td>

Send for Requester Approval

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Send for Requester Approval**.
2.  In the **Send for Requester Approval** dialog box, fill in the details of the escalation.

</td></tr><tr><td>

Request Fee Approval

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Request Fee Approval**.
2.  In the **Escalations** dialog box, fill in the details of the escalation.

</td></tr><tr><td>

View Exemption Checklist

</td><td>

1.  From the applet launcher, select the **Exception Checklist** applet.
2.  Review the list of exemptions under the Freedom of Information Act \(FOIA\) or Public Records Act, and select one or more exemptions if applicable.

</td></tr><tr><td>

Close a case

</td><td>

1.  Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Close Case**.
2.  In the **Resolution Code** and **Resolution Notes** fields, enter the code and your notes about how the case was resolved.

</td></tr><tr><td>

Cancel a case

</td><td>

Tap the More actions icon \(\[Omitted image "psds-mobile-agent-top-menu.png"\] Alt text: Mobile Agent More actions icon.\) and select **Cancel Case**.

</td></tr></tbody>
</table>