Track government service requests with the Mobile Agent app

Track and view the details of all the service requests that are assigned to you by using the ServiceNow Mobile Agent app.

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 application, 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 government service agent.
• The action that must be taken on the user's part, such as accepting or rejecting a solution.
• Any attached files.

Procedure

1. Open the ServiceNow Mobile Agent app.

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

   Applet	Description
   New Service Request Cases	All service request cases that the agent has access to in the New state.
   Active Service Request Cases	All service request cases that the agent has access to that have not yet been resolved or canceled. These cases could be in the Open, Awaiting Info, or Resolved states.

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

   For a detailed description of the service request case fields, see Service Request case form.