ServiceNow Agent Reviews

If I could give this a zero I would. I have spent the past 1/2 hour trying to find a way to search for a specific ticket to help someone else. Never found a way. I can see my tickets and my groups tickets but I need to be able to search and find tickets that are not in my groups assigned work.

Never found search never found help so I can find out how to search. A waste of time and disk space.

Not intuitive at all. I could go on but this wore me out.

After navigating anywhere in ServiceNowAgent , the Home Screen doesn’t load again. Most recent update doesn’t show notifications in the notification tab but the notification number continues to increase; so you have hidden notifications that you can’t get rid of or mark as read. Clicking between screens is slow. iPhone 13 Pro Max running iOS 17.1.1, version 16.4.1 of ServiceNow.

I try to resolve an Incident but can’t because it’s missing the “Causal CI”. There is no field available to enter this info. Please add!!

Also, there is no option to change an Incident State from “New” to “In Progress”. This is a necessary step in working the ticket and prevents it from being closed.

ServiceNowAgent is very helpful with providing urgent information about Tasks and Incidents that have been assigned; especially when I am away from my desk or when updates occur outside my normal working hours. If the missing functionalities mentioned above were added, this would be a 4.5 star review!

This new version is a disappointing replacement for the previous app. There is no way to see tickets for a specific CI or see tickets you are watching via saved favorite filters. It’s such a loss of use and isn’t worth logging into unless a ticket is sitting in your group queue just waiting on you. I have had to resort to using the full web page instead just to see tickets I need to find by application CI. Give us back our personal filters!

I understand the INC and REQ operate from different tables but can we not get eyes on these tickets? It prevents me from being out all day and not relying on a full device.

I also want to know who made the decision to not start every sentence of a comment, work note or resolution, with a capital letter. That had to be by design. It’s a great way for the technicians to look unprofessional to their users.

Working for Xerox, Go to the inventory tab, My Current SCO’s takes forever to load and usually fails out so you have to kill and reopen ServiceNowAgent

Font color contrast lis difficult to see in dark mode when on the Home Screen I can’t see the grey text to the black background, can we pick the colors for people with color blindness?

ServiceNowAgent is good for looking at tickets, however I need to be able to copy device names and information to external applications and ServiceNowAgent will not allow that. I’m sure it’s a security measure, but it’s really frustrating to have to tap between apps. Hopefully this can be fixed with an update in the future.

ServiceNowAgent is ok to view service incidents for our company. But, with out the ability to change an incident state other then resolved it is almost useless for our service technicians. They are still stuck getting on a computer to show in progress or place an incident on hold.

My company uses email address as the user id. The keyboard should be setup to not have to go to the number pad for the @ or the . for email addresses.

The mobile version should fit on the screen. I have to slide my screen to see the entire ticket. Poor implementation for the mobile platform.

Will be much more useful with a little filtering. We have a large team, need the ability to filter within the team for a particular site. Way too many notifications that don’t pertain to our site. Works very well to keep tickets updated after you get them in the my work tab.

ServiceNowAgent is good overall. It’s a bit slow sometimes but it’s a huge database so I can’t blame ServiceNowAgent . There needs to be an option to change the on-call person whenever we need to change the on-call person we have to load the site on a laptop or desktop computer.

ServiceNowAgent is decent my main concern is that the log out timer is super short! Whenever I try to use ServiceNowAgent I always have to wait to log back in and it’s really annoying throughout the day. At least add a setting please also my facility has to be added every time I create an incident. It’s not as bad as you can quick search but it would be helpful if it could store the last facility you used.

I would like to be able to see more ticket details in ServiceNowAgent as well as be able to tap a user’s name to see their record/profile in a pop up so I can get a quick glance or just open their profile.

I love ServiceNowAgent and the only thing I would change would be a notification reminder when a ticket is assigned to our team rather than just the ones we get when tickets are assigned to techs directly. I would also like to see a better interrelation of the REQ and TASK tickets. Over all ServiceNowAgent is great and definitely essential.

One feature I would like to see added is that of being able to have nurses sign for multiple deliveries at once. There are nurses who don’t want to get called every time we bring a new beds to their unit. If we could be able to do our scans and take our picture and then store them for later so that they can sign for multiple orders at once that would be great

…because it helps with notifications when other services are not giving them to you. As long as ServiceNowAgent is running when you are on-call, the notifications work. I tend to keep it running regardless just incase. Stay safe!!!

I like ServiceNowAgent a lot. I wish you could delete notifications once a task is completed. I have 47 notifications that I have completed but ServiceNowAgent still shows them as if they have not been completed.

It is easy to use, the only thing is that I wish I could choose what types of ticket I need to see, it is all bundled into one. I wish I could easily identify the notification on top of the icon, like right now is say 6, what does that indicate?

Thanks for fixing the notifications read issue. Would it also be possible to manually set it to read/unread? So like if you read a message and it’s important then can set it to unread as a reminder later. Thanks!

Amazing experience using ServiceNowAgent . I have all my critical functions at my fingertips. I can easily perform work in the field via field service, or address customers cases right from my mobile!