User guide on ServiceNow Mobile App

1. Installation of ServiceNow Mobile App

  1. Search “servicenow”, and then select and install the ServiceNow app.
  2. choose services nowsearch servicenow
  3. After installation, open the ServcieNow app.
  4. service now icon
  5. Enter the instance URL, (i.e., and then click Continue.
  6. enter url
  7. On the HKU Portal login screen, enter your UID and password to login the instance.
  8. login portal
  9. After login, it will redirect you to the ServiceNow mobile app main screen.
  10. login successful
  11. To logout, click the user icon icon at top right corner , and then click the Log out.
  12. click logout

2. Use of ServiceNow Mobile App

2.1 Create Incident

  1. Click options icon at bottom left corner to access the Navigator menu.
  2. Select SELF-SERVICE > Create Incident.
  3. create insident
  4. Select the Urgency and enter your issue, and then click Submit.
  5. select urgency and submit
  6. You can add this page into “Favorite” which will then be shown in the homepage of the App by default to facilitate future submissions. Click the star sign star icon at the bottom of the page.
  7. add favorite

    Set the name, color, or icon as needed, and click Save.

    set color

  8. After submission, user can update the Short description or post Additional comments if necessary.
  9. update description

2.2 Knowledge

  1. Select SELF-SERVICE > Knowledge from the Navigator menu.
  2. check knowledge
  3. Type a keyword you wish to look up and press “Return”.
  4. type the keywords

    Or click the filter button filter icon.

    click filter

    Select a subject you are interested in and click the cross button cross icon. The list of relevant knowledge available will be shown. Click the subject link you wish to look into and a page showing the FAQ link will be shown.

    click the cross

    You can then refer to the suggested FAQ link for details.

    refer to suggested FAQ

    Note: It is a known issue that some Android devices and Android versions may not show the knowledge properly or in a consistent way. The issue may be able to address in the upgrade version.

2.3 My Incidents

  1. Select SELF-SERVICE > My Incidents from the Navigator menu.
  2. my incidents
  3. The screen will list all active incidents raised by the login user.
  4. list all active incidents
  5. By clicking the activity log icon icon at top right corner, the Activity log of all listed incidents will be displayed.
  6. click activity log

    show activity log

2.3.1 Quick Search

  1. On the Incidents list, user can enter value in the search box icon Search Box to perform quick search.

    click search

2.3.2 Filtering Rules

  1. To add filtering rules, user can click the filter iconicon, and then add or remove Filters conditions.

    add or remove filter condition

    add new condition

2.3.3 Configure Favorite on Homepage

  1. After adding filtering rules on a list, user can click the star icon to save the filtered list star icon to save the filtered list as favorite to home page.

    click star icon

    Set the name, color, or icon as needed, and click tick icon tick icon to save the record.

    choose color for customize favorite

    The favorite tag will be added to the home page.

    add the favorite

  2. To change or remove a favorite on home page,
    1. Tab and hold the favorite tag on homepage.
    2. change favorite
    3. Change the name, color, or icon as needed, and click tick icon tick icon to save the record.To remove the favorite from the Home page, tap the trash icon trash icon.
    4. pick the favorite color

2.3.4 View Incidents Detail

  1. On the Incidents list, user can select and click on a row to view the incident details.

    select and click on a row to view the incident details

    view selected incident

2.3.5 Attach file to Incident

  1. To attach a file to the incident, click the attachment icon icon.

    attachment icon at the top right hand corner

2.3.6 Enter Additional Comment

  1. To enter an additional comment to the incident, click the comment icon icon and then select Additional comments.

    click and enter additional comments

  2. When user click the incident record,

    show in incidents

    it will show below screen:

    show in the incident

3. My Assessments & Surveys

  1. Select SELF-SERVICE > My Assessment & Surveys from the Navigator assessments & surveys
  2. Similar to desktop version, user can select and complete the ITS Satisfactory Survey.

    take survey

    completing the survey



Multi-Factor Authentication

February 2024
February 2024

Mandatory for all staff accounts

May 2024
May 2024

Mandatory for all student accounts