Symptoms

Data item is not loading all the records in the Agent Mobile App. Only a few records are returned when filters are applied to the loaded list in Mobile App.

Release

All available releases

Cause

The system property glide.sg.data_item.row_count sets the maximum number of rows retrieved for the table defined in the data item. The system accepts no value greater than 10000. This is due to performance reasons. Even if you try to change the value to 5000, the app may crash when you try to load the data item.

Resolution

A large number of records should not be loaded in the mobile app since all these records are loaded initially, it will cause performance issues in the app. You should have data items which does not load a large number of records as the users seldom scrolls through 1000s of records in Mobile. 

Additional Information

https://docs.servicenow.com/csh?topicname=additional-mobile-configuration.html&version=latest