Content items are displayed but not available in NOW Mobile app - Known Error

Content items are displayed but not available in NOW Mobile app Description Content items are displayed but not available in NOW Mobile app. Per documentation, this kind of items are not supported in NOW: https://docs.servicenow.com/csh?topicname=now-mobile-catalog.html&version=latest

When clicking on them, a page is displayed with the following message: "We're sorry, this item isn't available on mobile."

Setting the available field to "desktop only" does not work for NOW per explanation in PRB1373511 . Checking the "Hide on Service Portal" option is not a viable workaround since customers could use these items in Service Portal.

Steps to Reproduce

Ensure the following OOTB content item exists in the instance and it is active:

Name: Change Password /nav_to.do?uri=sc_cat_item_content.do?sys_id=3c72dc91eb00210045e1a5115206fec7

1. Go to NOW mobile app and access a NY or Orlando instance 2. Click on "Services" in the bottom menu 3. Click on "See All" next to. "Browse Services" 4. Click on "CanWe Help you? >> Change Password

Expected behavior The Change Password item should not be displayed.

Actual behavior When clicking on "Change Password" the following message is displayed: "We're sorry, this item isn't available on mobile"

Workaround This is expected behavior and by design in all currently supported releases.

DEV feedback:

"The product is working as expected. This is an item which the user has access to but not viewable in mobile. Hiding the item completely gives a wrong impression where he doesn't know why the item is not available suddenly. This has been done based on hundreds of user research where there was consensus on not to take away anything without informing why it was taken away. Hiding items in devices provides a bad user experience where he is kept dangling without any information on why an item which he had access suddenly is gone when he is checking from mobile."