Itsm Mobile Agent

With configurable actionable notifications for ITSM Mobile Agent, you can act on push notifications without opening the application.

As an incident manager, you can view all the active collaborations for the incidents.

Add participants to an active conference call from an incident to discuss the resolution of an incident.

Add participants to an active conference call with the caller from an incident task to discuss the resolution of a task.

Add participants to an active conference call from a major incident record to discuss the resolution of the major incident.

AI Search helps agents find incidents, tasks, users, and knowledge articles in ITSM Mobile Agent with features such as auto-complete, typo correction, and Genius results.

Use the My incidents applet to work on the incidents that are assigned to you.

Breached incidents are incidents whose service level agreement (SLA) has passed its due date. View the breached incidents for your group and take action on them.

Catalog tasks help fulfill service catalog requests. View the catalog tasks assigned to you and add comments to them.

ITSM Mobile Agent lists the change tasks assigned to you so you can view and work on them. A single tap shows the details, activities, and related change tasks.

Agents can start and manage collaboration on incident task records from the ITSM Mobile Agent app.

Agents can start and manage collaboration on incident records from the ITSM Mobile Agent app.

Collaboration services provide a way to communicate and collaborate in real time. You can directly use a collaboration tool from incident, incident task, and major incident records.

Agents can start and manage collaboration on major incident records from the ITSM Mobile Agent app.

Select a preferred ringtone for your critical notifications in the ITSM Mobile Agent application.

Specify which push notifications are sent as critical alerts so that agents receive them even when their mobile device is in Do Not Disturb mode.

Set your custom push notifications as critical alerts in ITSM Mobile Agent.

Administrators can configure preferences, notifications, and application behavior in Mobile Agent for agents and managers.

Create an incident directly from your ITSM Mobile Agent app landing page with a single tap.

Add deep linking support so that users can communicate through a messaging application directly from a record.

Domain separation enables you to separate data, processes, and administrative tasks in ITSM Mobile Agent into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.

Enable the dark theme in ITSM Mobile Agent to display light text on a dark background.

Enable push notification categories so your users can turn on or turn off notifications by category.

Configure ITSM Mobile Agent so that agents receive critical push notifications even when their mobile device is in Do Not Disturb mode.

End an active conference call from an incident record in ITSM Mobile Agent. The call host or a user with the incident manager role can end the call.

End an active conference call from an incident task record in ITSM Mobile Agent. The call host or a user with the incident manager role can end the call.

End an active conference call from a major incident in ITSM Mobile Agent. The call host or a user with the major incident manager role can end the call.

ITSM Mobile Agent provides IT agents with mobile access to IT Service Management (ITSM) tasks so they can work on the go.

Plugins for related applications extend ITSM Mobile Agent with capabilities such as event management, on-call scheduling, major incident management, and performance analytics.

Set additional filters to limit the number of records that are displayed on a screen. Filtering records in the mobile app works like filtering with a condition builder on the ServiceNow AI Platform.

Generate incident record and task summaries with generative AI task summarization capabilities that help reduce the effort required to draft work notes.

Enable intelligent query features that help agents find answers quickly in ITSM Mobile Agent in upgraded instances.

Enable intelligent query features that help agents find answers quickly in ITSM Mobile Agent in new or restarted instances.

Agents can view a list of incidents at risk and work on them from a mobile device.

Initiate a conference call from an incident task record to discuss the resolution of an incident.

Initiate a chat with the assignment group members from an incident to discuss the resolution of an incident.

Initiate a chat with the assignment group members from a major incident record to discuss the resolution of the issue.

Initiate a chat with the caller from a major incident record to discuss the resolution of the issue.

Initiate a chat with the caller from an incident to discuss the resolution of an incident.

Initiate a conference call from an incident to discuss the resolution of an incident.

Install the ITSM Mobile Agent application (sn_itsm_mobile_agt) if you have the admin role. The application installs related plugins if they are not already installed.

Access ITSM Mobile Agent on your mobile device to manage incidents and to view and update on-call schedules.

Email notification redirection opens task records from email notifications in the ITSM Mobile application instead of the mobile web browser.

The ServiceNow ITSM Mobile Agent app delivers base system mobile-first experiences that help IT agents triage, act on, and resolve incidents on the go.

Join an active conference call from an incident to discuss its resolution.

Join an active conference call from a major incident record to discuss how to resolve the issue.

Join an active conference call from an incident task record to discuss how to resolve the incident.

View a list of major incident candidates and add comments to the incidents proposed as major incidents.

Major incident candidates are incidents proposed as major incidents. You can view the list of candidates and add comments to them before they're promoted or rejected.

Resolve all gaps and conflicts for the shifts in your group.

As an On-Call Scheduling manager, view your team's schedule and perform activities like approving time-off requests and providing coverage.

Migrating to ITSM Mobile Agent 5.0.3 updates legacy icon sections, UI parameters, and card views so that the app supports the Next Experience theme and accessibility enhancements.

The ITSM Mobile plugin (com.sn_itsm_mobile) was deprecated in Quebec. Existing customers can migrate to ITSM Mobile Agent, a mobile-first base system application that agents use to triage, act on, and resolve incidents on the go.

Review key major incident metrics at a glance on your mobile device, including the count of major incidents and the mean times to identify and resolve them.

As a major incident manager, you can review active or proposed major incidents and act on them.

The My Team applet gives group managers access to and insights into the work of the groups they manage.

As a group manager, you can use the My team dashboard to gain insights into data such as incidents at risk, breached incidents, and overdue changes.

Use the My Work applet in the ITSM Mobile Agent app to access and update your incidents, change tasks, and catalog tasks from your mobile device.

Cancel or add comments to the overdue change requests assigned to your team from your mobile device.

Access your team's performance data directly from your mobile device with the ITSM Mobile Agent app.

View and manage breached incidents from your mobile device.

Resolve, reassign, or add comments to an incident at risk from your mobile device.

View a list of related incidents, details of a major incident, and activities on an incident.

Use the Unassigned incidents applet to assign, reassign, edit, or promote an incident to a major incident.

Find additional information about the components that are installed with Mobile Agent.

Use the Time-off requests tab to view a list of time-off requests that are divided into pending and completed requests.

Set custom alert tones in ITSM Mobile Agent to distinguish between incidents with different priorities.

The Settings screen of the ITSM Mobile Agent app shows instance and version details and provides options for security, analytics, legal information, and logging out.

If AI search is already enabled in ITSM Mobile Agent, enable the Zing search configuration to use your own search profiles and configurations. This setting enables Zing search in ITSM Mobile Agent and all workspaces.

Use the Time-off requests tab to approve or reject the time-off request that you've received.

User roles determine which ITSM Mobile Agent features IT agents can access, such as major incidents, hardware asset management, on-call scheduling, and shift planning.

View the active call and chat collaborations for major incidents in the ITSM Mobile Agent app.

View the active and inactive participants in an incident conference call in the ITSM Mobile Agent app.

View the active and inactive participants in an incident task conference call in the ITSM Mobile Agent app.

Use the My work feature in the ITSM Mobile Agent app to view your upcoming shifts and request time off.

View the members of your group that are available on call.