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Description

Mailto and Tel links embedded to the portal page is not working on Now mobile app. When the user clicks on telephone or mail icon. Nothing happens but it works on the service portal and classic APP.

Cause

The custom applet is redirecting to a portal page with some HTML links on that page and that's the reason why they are not working on the native App "Now mobile".

Resolution

This is working as expected because:

  • In the Native agent, if you want to trigger email or phone functionality, you have to do it through specific Functions such
    Smart buttons for example that enable users to perform such actions
    more information can found under the following link
    https://docs.servicenow.com/bundle/orlando-mobile/page/administer/tablet-mobile-ui/concept/sg-studio-mobile-button-types.html
    Also bear in mind, this is an implementation issue and it's normally out of the scope of the support team

Article Information

Last Updated:2020-06-13 02:42:19
Published:2020-02-28