ServiceNow Agent

Excellent

completely useless dashboard screen. selecting the most recent and active incident is buried in others already in a resolved state. Even though an empty resolved tab sits there. pointlessly.

Good

Works ok now. Please keep up the good work, don't let it keep disrupting again and again like a Service-later

cool

perfect

It ia design by people who hate UX. Features are terrible. The worst things about app that app is terrible but website is even worse.

I like the versatility.

good

good 😊

constant issues

great 👍

Good Experience

A dreadful amount of unnecessary clicking to do the most simple function. search feature doesn't work for what your looking for, filtering groups is very primitive, and a lot of drop downs that give no explanation as to what they do. you need a college degree to understand this. this app leaves you with more questions than answers. don't be surprised if you find yourself calling a help desk often if your company utilizes this for their work. desktop versions of the app are even worse.

excellent

excellent

excellent

nice

good

good

how is this a billion dollar company app. no request task, no dashboards, no search option, it's like a 2010 year version app. hella shame.

verry happy with app service

good for work

good application

very good

very good app

exceptional,

good

user friend

Not good. Find part not functional

I'm unable to see the task details when I try to search with the task number....

Was there an update recently that now doesnt allow you to click and hold to copy? that used to make it easier to use... can we bring that back?

easy to use

it not good when using mbs

no sms notification, always wrong location on the map, when your additional assignee, you cannot see the whole details of the ticket,

great app

Bring back the ServiceNow Classic app. I have less control over my tickets with this app.

it 's the first time i used it but i m feeling comfy. i'll give a complete feedbacks with time

new update is Bad, can not read icon to select what is doing. put it back!!!

nice

nice app

Can't open any PM jobs with Android phone. Only updated the APP on 13/7 and seems it's a bug for it as no issue with iPhone.

flexible

🤙🏿👍🏿

Can't search for certain tickets for 2 months now and have been told there is no fix for it, so I have to open up my laptop every time now to look at new tickets. Once assigned, they are visible but unable to check before being assigned which is a right pain.

Sufficient for my purposes.

freezing on my phone

This app is awesome for work

Its good though a bit of challenhes. when not i. use foe a long time

app is good

it's good and 💯 useful

Garbage App for useless idiots to waste time and money

It's works well enough, may not have all the access to the usual things I need

smooth and easy to use

good for work

🤝🤝

The application is good to go

we switched to service now for work and it's been awful. our sups can't get jobs to us without finding workarounds. It allows extreme over booking even when quota is set or hard closed. our sups can't be in the field because this app requires them to use a computer to do admin stuff it doesn't work right on mobile for them. there's no dark mode and you can't stop travel to a job it keep you in route even if plans change and you have to go somewhere else first. These are just the major issues

Status of incident and request handling should be add into app yet.

Convenient, Easy to Use,

This app keeps stopping

makes working easier finally

after impersonation it will stuck with different quick access pin

nice aap

awesome

Terrible to use. Requires what feels like a dozen unnecessary clicks to do the simplest tasks. My employer was using software dependent on a windows 98 virtual machine that was more pleasant and simple to use than this app. To whomever designed this, please pull this app from the app store, and never touch web/app design again in your entire life.

fast

POS

easy to use

Good

good

Good

very good and user friendly

efficiency

good to use

App is very helpful especially for work purposes.

Made work easier

best app

good

Excellent

improve on provisioning journey

geotracking is on but still saying not on kindly update on that

Good

good

I can no longer edit tasks in the latest update

Great

so far do good

Good

is there an easy way to change the dam alert sound this siren sound really sucks

cool

excited

Awesome

awesome tool

Its easy to use but missing Requist tickets

too slow

Good app

best app

I just want to know when I have no service at someone's home do I go to the offline button??

nice

good

ServiceNow classic seemed to have more options. This app has a clean look, however, it would be nice to have the ability to organize ticket layout. Also there is no option to update ticket state.

Pos. No dark mode, no column sort, no default load of default things like where you want it shipped etc. What stupid *$!@ would launch without such simple things included. Fire everyone involved. Previously used enterprise here on android on the blackberry and edge device were 10x better. Hell the DOS versions of these apps were better. Half assed. UPD.ATE: 6 months ago they enabled dark mode but made it unreadable, dark gray text 85% on black background. May they DIAF.

very useful and easy to use. The only reason for four stars is that it would be nice to customize notifications so that I am notified only when an incident is assigned to me instead of every incident.

This app seems to work well with the limited functionality subset of the Web app. I wish that the user group had control over the app in the same way that they have control over the Web product. I some features from the website that I want on the app are the watched items list to be added in the "my incidents" page and the "email customer" button within an incident page. I would also like access to the team overview.

Handy tool to keep an eye out on the emergencies. Limited in how much can be done but it serves as a good tool to keep up with tickets, incidents, tasks on the go.

"The app version does not work with this instance. Contact your administrator" is the error message I keep getting despite doing everything right. I doubt anyone from their team even checks these reviews to begin with. The app is meant to run on every level 26 API device, but it can't seem to run on mine (Android 9). Terrible. It shows up as a 50mb app on other play store devices but on mine it's 33mb

It's a nice application for IT partners; however, only incidents are showing, and service requests are not visible. It would be more useful if both were displayed.

Asset Management Feature? I use to use this app mostly for HAM when I was out and about, I could do inventory. Now, I only get incidents which is a feature in the app that I do not need. Ugggg. Put it back, please.

If you thought the desktop version was bad, miserable, perhaps the worst part of your job. I can confirm ServiceNow always delivers groundbreakingly atrocious products. Somehow they created a mobile app that makes you wish you were using the desktop version. Truly spectacular.

Useful, but get an annoying "Copied to clipboard" pop-up everytime I go back to the phone home screen or switch to another app. No other application does this.

Excellent work tool, my only complaint is that the device name field can not be shown in the app, so I frequently have to make a custom extra note to have that info on the move.

Barely functional app, but that could be because my company has configured the available functionality poorly. But the worst thing is that there is no dark mode. And the latest update also overrides the "force dark mode" developer setting. So now the app lights up the room when trying to use it at night.

Does not load any cases when selected from notification or searched. Useful for checking active cases and making install modifications. That's about it.

Everytime i go to home screen from this app i keep getting a message that something is copied to clipboard. Its happened on multiple android devices. It started a few weeks ago.

We are facing problem with delayed notifications. Working as on-call support who should react based on notifs. Despite power/battery saving options are desabled, offten happens that notification is received in the morning once we first time "touch" phone. But in fact was notificaton trigerred by SN few hours back. It looks Agent is in some sleeping mode during night. The same behaviour on more mobile phone vendors, different Android versions / providers. But iphone version looks deliver on time

I would like the option to have 24 hour military time on the app. Sometimes when i get a guard watch alarm and open my phone to view it, it shows a page where i can only view my notifications.

I am forced to a browser after the last update. I used to be able to view and work incidents in the app, but now, when I log in, I am forced to a browser. Notifications no longer work because the app is not functional. When I close, I am logged out so I am not notified of new incidents.

You thought service now was slow through the web? Well its 3x as slow on mobile! Hope you like getting signed out completely any time you try to look at a ticket during a network blip (like in an elevator...) Besides being mind numbingly slow and logouts, the app works fine. You can't convert inc to task though. Every time i have to use this app i wish i could rate it lower.

I do not appreciate the alerts I get after completing tasks like leaving notes, removing assetts, closing tickets etc. No need to stop me working to tell me I did something, or that something is complete. This slows me down and makes my tasks take more time to complete. I know the thing is done you dont have to alert me. Thanks

Not a great experience for this mature of an application. Have to force stop and clear cache frequently just to be able to select text. Lag is a problem.

App is so good to manage tickets in mobile. It would be more powerful if it allows to cancel incidents if it's identified invalid. Also when I select Catalog tasks, it doesn't shows the the active Catalog tasks. And in the My Work screen, if possible show the Catalog tasks too like incidents.

For what it offers, the app is perfectly serviceable. Suggestions: Increased customizability: I never spend any time in "Procurement" but I can't (or can't find how to) remove it from the launcher/shortcuts at the bottom of the screen. I'd much rather replace it with a shortcut to my VTBs and/or have dedicated links to Change/Request/Incident modules. QOL improvement: Also clicking the Back arrow when at the first screen of a section closes the app. I'd like to disable that function.

Can't get the app to work no matter what I do. Every time I put in the instance address I get a pop up saying this version of the mobile app doesn't work with this instance. I have uninstalled 10 times. Only see one version in the app store.

Doesn't seem to give the option to view jobs and tasks more than 3 days ahead. Have to go into the calender to plan ahead. Doesn't seem to assign parts to the job or task, so update part replacement. Doesn't assign newly created jobs and tasks, meaning I have to refer to my emails to get the job details. There was an option to start the week view on Monday, but that changed to Sunday after an update and the option to change this is gone. I don't know if you read feedback, but let's hope you do.

Notifications are minimal at best. I work in a 24/7 on call situation. We have the typical Noc tier I support with tier II and III on call rotation. Would love for the ability to over ride phone volume and ring tone settings for notifications to be woken up when I'm needed to respond to an active incident in the middle of the night. Our previous incident management tool with all it's faults at least had that capability built into the app.

Every day logout automatically . Change password after one week . /)(+-&_£#@?!;:'"* . Like this password suggested from application. Short password not accepted . We think we are working a top secret mission.

The new app is no longer usable for incident management. All it does is redirecting to a mobile website, which is useless, unless you switch to the desktop mode.

UX is Not intuitive. Also lacking support for Visual Task Boards. Jira has a much better overall experience, and you can use their vtb from your phone. ServiceNow is a better platform, but Jira wins on UX

Works great however having the ability to lookup contact information for listed parties on a ticket is nowhere to be found. Would make my job so much easier to do so within the app.

When prompting for feedback the application filters out users who may have negative comments. Clicking "yes, I had a postive experience" brings the use to the google store to post a review. Clicking no prompts the user to talk to their system administrator (skewing review data). There are multiple issues with Mobile App Builder and the development experience. It is unclear how to get into contact with ServiceNow to report sed issues.

Need to both see and be able to clear notifications. Mine shows I have 34 Notifications but when I click on the object I get "You don't have any notifications at this time".

This version is garbage. The classic version let me view ALL tickets. This will only allow me to see the ones for my group - which would be fine if tickets are assigned correctly. If help desk or another tech assigns it to the wrong group, you have no way of knowing or seeing it to correct it. Useless in a real-world scenario.

What's the single most important feature a mobile agent app needs to provide? It's a quick and easy way to claim tickets while you're not at your computer! Claiming incidents is supposed to be possible, but I haven't found it yet. Apparently claiming tasks is still a requested feature. HARD FAIL!!! Most end users don't know or care about the difference between incidents and tasks, so all ticket types tickets need to be easily claimable. Currently there's no point in using this app.

Notifications are not accessible. Says I have 30 notifications on the little red dot, but in the area to read the notifications, it says you have no notifications.

Using on Galaxy s21. I get notifications outside of the application just fine. When going into the app it shows a notification count that doesn't reset and the notification screen is blank.

My only gripe with this app currently is that there is no way to extend the life of closed work orders, so I can check back with the clients to see how things were working for them. How about letting us set expiry in days, or by total count in closed tickets? Beyond that it would be nice to be able to reactivate a work order if the checkup call discovers a related problem. Perhaps reactivate with a (original work order number)-(reactivation count) so it is treated as a new work order.

I couldn't get the asset option to scan assets and upload the record... Is there any other way then please specify. I have looked into many places for options but I couldn't get it. Please look into the issue....

This app is better than Classic at opening and updating tickets. However, I find it to be slower overall, and harder to customize. I would like to see an area where you can access your bookmarked favorites. Also, I would like to see a filter for who the ticket is assigned to when you're looking at your Group's work. It also constantly signs me out and makes me reauthenticate, an issue that the Classic app didn't have.

Please create a dark mode. Some of the settings, like notifications only have one thing within, so why make me tap to open notifications and then tap again to turn them on/off? No need to open if there is only one item within.

Once a part order is placed, it's virtually impossible to get an eta from parts due to there being multiple numbers whether work order, order reference, SC number. Etc. Why is it so difficult for parts orders to be labeled with coherent descriptions so it doesn't take 40 emails to figure out what a tech needs for an ETA of a part.

Useless, at least the old version I was able to see my favourite that I set on my web browser but on this new app you can forget about it. UPDATE: please do not mislead others by giving the same generic answers, I have the old app on my previous phone and the favourite option appears, I can't see how the administrator would setup two different configuration, one for legacy and one for the new app.

Terrible App. None of my options are available, just service Catalog, no "my work" tab. Classic version auto populated all of my options on first login. Total waste of an app.

Terrible. Id give 0 stars if I could. Need vacation or training status' showing in location lists. Can't copy from certain screens. Alternate part search doesn't work. Can't zoom in on any screen. Call close too repetitive.

If all these reviews are admin issues then admins need better instructions for (thoughtfully) configuring something that affects the workflow of a lot of people. Some title fields are left open to text input, while all the text I want is not even selectable. The app does not blank the page as a new page loads, it just shows me something it has stuck in memory while it loads a new page. One handed operation is not great, the menu button is in the top corner then the menu opens from the bottom.

Trying to edit the assignment group on an incident and the app limits you to the first 500 entries (does not display all possible entries). No way to select more, no way to enter the correct one manually. The entry I need is not listed. -> Unusable! (And no, this is not something our ServiceNow admins have configured as this works fine on the web.) App is also trying to cheat on reviews (not enjoying the app -> contact your admin, enjoying the app -> Play Store).

This is a great start but for now the only useful thing is that I can see unassigned tasks with a short description with the ability to claim them. One useful feature would be to set different hours when I can get notifications for different priorities of new tickets like higher priorities only during non business hours and all new tickets during business hours. Edit Thank you. I guess I'll have to figure out who the administrator is and tell them to give me what I want.

Decent app, serves basic purpose, but we need more full fledge access. Like I cant see the Change module, all the details provided when we open the Change tickets, it should show what we see on the web portal, this will help reviewing the Change with customer responses & approvals and providing internal approvals. As a Change Mgr, I should also be able to approve on behalf of others. Response - I have full access to approve changes in web interface, so the app should give those features too!

This app is so cumbersome. You won't believe how many menus are hidden within menus. Very hard to use

Very buggy app. When I scan serial numbers in barcode form it would give me the wrong serial numbers. After I add assets to Service Now, i wouldn't be able to find them, making me re do the work. Please fix this sh*tty app.

This product should be pulled. I complete 2 tasks one right after the other for the same site. One goes through fine and the other hangs. It is averaging about 50% failures/hanging in limbo. It is not a good call/ticket management system. Do not use this app.

Agree with previous comments. Version 14.2.0 excludes all the functionality we had before. The feel and look of the desktop version with all the custom favorite filters and icons is gone.

Can't use on my phone since the last update. It says requested browser not available and exits to play store. And I'm using all the latest versions of now agent and chrome.

This version is terrible. There is no way to see my favorites from the website on the app. There is no location of the user displayed on the app. Please bring back those options (favorites) like on the servicenow classic. Why I can't filtered ticket by location...I don't need to see ticket from site I don't belong to. Please fixe that. Why you removed all good stuff from servicenow classic.

I am new to this updated service now app. It is so much easier to use and interact with! Very intuitive! Thank you for a much better product!!!! This makes my job keeping hospital situations on task! And ultimately helps keep our patients safe!!!

Great apps. It makes organizing my job become much more efficient and precise. However i suggest to use this on latest updated android. Use latest android version. Mod if you must.

It works great for me when the app actually works. Whatever the developers did to this app made it so it only ever loads up about 10% of the time. I use it for my job, so it's pretty handy to actually have a functional app.

Same as Devin, I am also Having to reinstall the app about once a month. App will take several minutes to open, clearing cache and over 4gb of data this app has saved will typically get it working again, only temporarily

Great App!!! Yes its not remote tech or Wings, but it does wgat we need it to do. And improving as we go. These babies that dont get it, need their diapers changed.

Having to reinstall the app about once a month. App will take several minutes to open, clearing cache and over 3gb of data this app has saved will typically get it working again, only temporarily.

Update killed app. App no longer launches or takes upward of 10 min. To launch. Today I've been trying to get app to launch past the service now logo for 35 min. Absolute trash Do Better! 0 stars

It freezes often, it asks you for the password when you apply any change, it is slow and now it does not open at.

The app keeps crashing on my phone every time I want to make a report. I tried uninstalling and reinstalling, still crashes. PLEASE FIX IT!

Great at letting you create and manage your own incidents, but that's about it. My organization realize heavily on groups, because this app only shows incidents it's completely useless. There is a section to view your teams activities but the filters don't work and nothing in the app is matching with what I see online. I think it would be helpful if we could view our homepage sections individually instead of getting these pre-built... Sections? Their not filters. We need more filter options

There is a lot of work to do. It would be great if it could show my lists from PC. It also needs to show the case status and Assignee on the list page.

I need a version that allows me to search for all incidents, not just those assigned to me. I'm the senior agent and our customers contact me direct to expedite their cases. I need to be able to view any Incident, Request or Change. This app is nice if I need to update my case but lacks flexibility.

I can't login. As soon as I put my credentials in, I get an error stating "ServiceNow Session Time Out. The ServiceNow Session timed out before the login attempt. Close the window and try again." This error keeps repeating even after closing window and app.

Nicely organized & well layed out. This makes it very easy to keep an eye on our incident queue without being bound to a desk. I assumed there would be limited functionality compared to accessing via desktop, & I have to say I was definitely wrong. I actually like this better than the desktop version. It's well thought out & quite intuitive. Good work!

Trash. Doesn't show half the info on the PC version. Hard to navigate and slow.

Cannot login. A 'Continue with account' autocomplete window comes on the screen when logging in. I click away from the autocomplete and then the login page goes away and says 'Error logging in'. I copy my email address to my clipboard and can paste my username, but then the password screen comes up for less than a second then sends me back to login screen with the 'Error logging in' message again.

Not a bad app, however when you tap on the ellipsis on the top right, the options show up at the bottom-not whether you would expect them.

Utter garbage. Can't acknowledge tickets, see detailed work notes, leave work notes, assign tickets to staff. Instead of so many different apps, SN, focus on one and get it right.

Like all employees we were forced into it without gettin the bugs out & shutting down old app before new 1 worked.so it took a while to get it working well so I give it a so-so rating, still finding issues & getting fixed as we continue with this app .

Could not able to see my dashboard like we view in classic app. My favourites are not listed here. In classic app, I can see the both favourites and my dashboard.

As a sub-contracted Technician using this app to upload details. I always have issues uploading Photos. Some days won't upload at all. Sometimes it's a 5 or 10 to 1 fail to upload ratio. Otherwise would be great. I'm on rooftops taking data and pictures for Telecom. Maybe it's all the interference from nearby equipment. Or it's a Server networking issue. Lots of wasted time and frustration.

Funny how an app your forced to use asks how you like it. Been using for 5 months now, a lot of qwerkiness you learn to work around and accept. It it may be part due to how my employer has things set. Seeing work and accepting is great but there way to may steps to close a ticket. Truly the app is probably fine just awkward in our set up.

Constant bugs with each new update. First there was a bug that you couldn't copy paste from an open ticket, this was fixed after months. Now the bug is my keyboard autocorrect suggestions have disappeared while updating or closing a ticket. How can updates with these bugs be released? Formal complaint being sent this is now slowing down work for over 60 engineers on the road.

After using the app for at least 3 weeks now I believe on an Android system the experience is actually pretty good it just lacks some compatibility with our company's specific instance on service now that if they were added in I wouldn't even need to use a laptop anymore the phone app would be good enough.

Won't work, keeps telling me I don't have the Chrome browser, which I had, I uninstalled both the browser and app, still keep getting kicked out to Android Store. Samsung Galaxy s8+.

Facing issue with OOTB as well as custom button to create record. Getting error 'Could Not execute the action'. Checked table permission, it has all the permission required. The same was working few days ago.

Would have been 5 stars if image attachement would show this is aleady very buggy for some months. Also being able to see full image (zoom) on andriod aswell, is a must. Have to revert to old app ,to see full size images, understand i work is service and pictures say more than 1000 words showing defects. And sevice now has great feature, chat wich would really be cool to have this developed on mobile, with notifitation and all, because of this lot of shared knowlidge is lost.

1. Lack of dark theme. 2. Have to constantly switch between my work and group work and refreshing because Snow can't assign to oncall person automatically. Please add unassigned to my work tab also.

Service Now has the most non-intuitive apps. This ServiceNow Agent app is worthless. What's its purpose? Upon signing in, all I see are 3 options: Procurement, Notifications & Settings. Reading the description, it appears that you can manage work. How? Agents & Admins need to manage Incidents, Requests, Problems, etc. Why not call this a Procurement app? 😡

Not very intuitive. The app's navigation on the surface looks clean, but making updates to incidents (for example) is not straightforward or obvious the first time.

The is good in the view of UI but It still need a lot to improve like it would be easy if we can able to access the favourite tab and report which are created by us

I have a problem - i would like to use my internal admin credentials but once i have used external login once I am forever redirected to the external identity provider login page. I have tried reinstalling the app; flushing the app data on separate iterations and neither has worked ao far. I am therefore stuck and nit able to add apps. This is not starting great.

Too good. Now can track all tickets as an agent on mobile. But still would request below additions : 1. Please add CLOSED INCIDENTS in both MyIncident & GroupIncident. 2. Please provide option of raising a Child Ticket & Seperate Ticket as well, something similar to what you are providing in ServiceNowClassic, because sometimes Agents need to raise different tickets also. 3. Options to handle Attachments in more better way. If all these requirements are fulfilled then this app is perfect.

it works for notifications, but much of the text in tickets in unreadable because it displays HTML entered from the web interface in its raw form, as if it was plain text.

only able to use incident. all other activity streams went built with applets cause a "cannot refresh document" and cause a blank screen (with no logs or ability to fix it). it looks like a monthly release cycle isnt fast enough. shipping an MVP is one thing, but shipping broken major functionality is frustrating. will update review after major functionality works again.