Track information requests with the Mobile Agent

Track and view the details of all the information requests that are assigned to you by using the Mobile Agent on your mobile device.

Before you begin

Role required: sn_gsm.agency_manager, sn_gsm.government_service_manager, sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_constituent_agent, or sn_gsm.agency_agent

About this task

When you select a case in the Mobile Agent app, a form opens with the following sections:

• The case details, including the case number, priority, and status.
• A record of the interaction between the user and the information request case agent.
• The action that must be taken on the user's part, such as accepting or rejecting a case outcome.
• Any attached files.

Procedure

1. Open the ServiceNow Mobile Agent.

2. Under My Cases, select one of the applets in the following table.

   Applet	Description
   New Information Request Cases	All information request cases that the agent has access to in the New state.
   Active Information Request Cases	All information request cases that the agent has access to that aren't resolved or canceled. These cases could be in the Open, Awaiting Info, or Resolved states.

3. Select the information request case that you want to see more details for.

   For a detailed description of the information request case fields, see Information Request case form.