Mobile view does not apply to the Caller field on an incident form - Known Error

Mobile view does not apply to the Caller field on an incident form Description Mobile view does not apply to the Caller field on a incident form. This issue occurs on the browser Mobile UI ($m.do), Android native application, and iOS native application.

Steps to Reproduce

Log in to the instance as the admin user.

Go to /sys_user_list.do and open a sys_user record.

Right-click in the header and choose Configure > Form Layout .

In the Form View and Section area, choose New for View name and add a new named "Mobile." Click Add .

Move the Department field to the top and click Save .

On the Android native application (v 3.0) and iOS native application (v 4.1):

Log in as System administrator.

Navigate to Incident > Active and open INC0000055.

Click SAP Sales app is not accessible (Short description) to open the incident page.

Click the information icon of the Caller field.

The Caller page is displayed but it is not the user Mobile view.

Press Return twice to return to the incident page.

Click the second avatar (for ITIL user) to open the user page.

Click More details .

The user page incorrectly uses the Mobile view.

On the Mobile browser UI:

Access the mobile UI (https:// .service-now.com/$m.do).

Navigate to Incident > Active and open INC0000055.

Click the information icon of the Caller field.

Note that the first field is User ID .

The Caller page does not honor the Mobile view.

Workaround This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.