Record's activity stream is not displayed initially when the record's link is accessed via mobile web - Support and Troubleshooting

Record's activity stream is not displayed initially when the record's link is accessed via mobile web Issue  Overview Record's activity stream is not displayed initially when the record's link is accessed via mobile web. This generally happens when a user accesses a link from an email on a mobile device and the link would open in mobile web. The page being redirected to on mobile web is the record's form view itself instead of the record's activity stream view.

Record's activity stream is not displayed initially when the record's link is accessed via mobile web This is by design of the platform at the moment. When a normal desktop link is accessed on mobile web there's a mechanism in place that converts the link to the following format:

/$m.do#/form/ / ?sysparm_view=Mobile

This displays the record form view itself.

When the record is accessed by manually navigating to it from mobile web (or mobile native app) the URL has the following format:

/$m.do#/activity_stream/ / ?sysparm_view=Mobile

This displays the record activity stream.

Example 1) User logs into a mobile device and open an email that contains the following URL and clicks on it:

https://<instance_name.service-now.com/nav_to.do?uri=incident.do?sys_id=6d473d15db17530059a5b3d0ef9619be

2) On the mobile web browser this link gets converted to:

https://<instance_name.service-now.com/$m.do#/form/incident/6d473d15db17530059a5b3d0ef9619be?sysparm_view=Mobile

This link displays the record form view itself and not the record activity stream (users can always click on the "Activity Stream" link on the record form view to see the activities).