Mobile view basics
This article gives and overview of the mobile UI and description of different views:
- Default view - A view that is used to define the layout of forms and lists if no other view is specified to be used
- Mobile view - A view (for example, form/list layout) used by all types of mobile devices (including both tablets and mobile phones)
- Mobile UI - The ServiceNow user interface used automatically for any mobile phone (for example, iPhone, Android, etc.)
- Tablet UI - The ServiceNow user interface used automatically for any tablet device (for example, iPad, Android tablets with OS 4.0.3 or later)
- Desktop UI - The normal SeviceNow user interface used automatically for any desktop device
The mobile view
When viewing forms through the mobile or tablet UI, the mobile view is used by default. Other views for the form are not available through the Mobile or Tablet UI. The only exception to this is in cases where a mobile view does not exist for a form. In this case, the default view is displayed. There are currently no options to change this behavior. While additional custom views can be created for the desktop UI, these are not be available to mobile users.
If a form does not have a mobile view, it can be created using the standard steps listed in the product documentation page Create a view.
The best practice is to ensure that the forms that are used regularly on mobile devices have a mobile view. When creating a mobile view, keep in mind that there are elements available in the desktop UI that are not supported in mobile. For more information, see Mobile web unsupported features.
Creating a mobile view also allows you to use these unsupported features on your default view without worrying about them causing unexpected behavior for your mobile users.
Views in the mobile UI
The mobile UI has a built in limitation that allows it only to see the first form section on a form. This is by design and meant to limit the amount of information loaded on mobile devices, which typically have more limited hardware and screen real estate. Additional form sections can be added to the mobile view. This does not cause errors, but the items on these section are not be displayed.
This limitation is important to note, as having additional form sections on the mobile view can lead to unexpected behavior. For example, it is possible to add another form section to the mobile view and add a mandatory field to that new section. This can result in a form than cannot be saved on a mobile device since the mandatory field is not visible. The same thing can happen if the default view is being used and contains a mandatory field in a section other than the main one.
The best practice is to make sure you have a mobile view for the tables you intend to used regularly on your mobile devices.
Views in the tablet UI
The tablet UI follows the same rules as the mobile UI. The mobile view is used when available, and the default view is used otherwise. Unlike the mobile UI, the tablet UI can see multiple form sections. Note that the mobile view used for the tablet and mobile UI are the same, so while additional sections for the tablet UI may be desirable, make sure they do not contain any mandatory fields that might prevent a mobile UI user from saving records.