This video shows you how to configure a list applet and create smart buttons in a ServiceNow Agent mobile app.
Linked time codes for these topics appear in the YouTube description for this video.
For our example, we’re building an app for Technicians to see the active Change Requests assigned to them.
They can review details of each record...
... call the requester...
... or review a related knowledge base article.
In the first video in our series, we created a mobile app.
Here’s that app with the list applet that was created automatically during the process.
We’ll start by configuring this applet to display only records assigned to the logged in user.
Let’s add a description of what the applet will display.
We add conditions to query the Change Request table, for all active Change Requests, …
… assigned to the logged-in user, ...
…that are in the Scheduled state.
Back in the applet...
... let’s change the name to My Change Requests so the logged in user knows they’re seeing only the Changes assigned to them.
Now let’s configure the list items.
The sample data card shows us how the selected fields will display.
Let’s see what other options we have.
Clicking Change Pattern brings up a list of available formats.
Let’s try this one.
We need to populate the fields for this format.
For our example, we want to display the date the Change was opened, …
…the state, …
…the short description, …
…the number, …
…the user who opened the Change, …
…and the location.
Now let’s configure the Form Screen, which displays what users will see when they view a record in the list.
We want to use the same fields on each record header as we selected for the list items...
... so we use the Replicate from primary option as a shortcut to populate the selected fields.
In the Body tab, we can configure the rest of the fields that will appear in each record.
These look good, but we need to add the requester’s business phone number too.
The Modify Segments option allows you to control what segments appear on the body, …
…and in what order.
We could stop here, but we also want technicians to be able to call the requester...
... and look up a related KB article if one exists.
We add these functions, called Smart Buttons, here from the Explorer.
The Type field determines what native functionality will be launched when the user clicks the button.
We enter a description stating what the button does.
This button will use a record…
…from the Change Request table, …
…to call the business phone number stored in the Requester’s user record, …
…and will only display if the Requesters business phone is available.
Now we can add the Smart Button to the applet, here under the Field Functions tab.
Now let’s add the Smart Button for looking up a URL...
in this case, a KB article.
This button will use a record…
... from the Change Request table, …
…to display a KB article,…
…relative to this instance.
Here we enter a search string for the KB article...
…using the short description as a search parameter.
And here we set a condition that our new smart button will display only if a KB article is available.
Let’s add the Smart Button to the Overall Settings screen, in the Top Menu Functions.
We have one more step we need to perform in the platform to make our link URL work.
We access the system mobile functions list...
... and select our new URL function.
By default, the URL applets get their value from a field on a record that contains a static URL.
For our example, we’re using a scripted link rather than a static one.
So we need to clear this checkbox, to make the take source value from field option false.
The link label and URL appear. …and we update the record.
Now let’s test our app!
We’ve set up a demo user to test the app...
... a technician, with several assigned and scheduled Change Requests.
We start by logging in and accessing our new mobile app.
Here’s our list applet.
And here’s the list of change requests assigned to this user.
We tap the phone icon to open the phone app, and that works.
Then we return to the record and test out the Show KB button, …
…and success!
For more information, please see our product documentation, knowledge base, or podcast.
Or ask a question in the ServiceNow Community.