Limited Survey Feature Support in Mobile Native UI for Collect Employee Input HR Tasks - Known Error

Limited Survey Feature Support in Mobile Native UI for Collect Employee Input HR Tasks Description Symptoms When rendering "Collect Employee Input" type HR tasks on the ServiceNow mobile app, certain survey features and question properties behave differently in the native mobile UI compared to the desktop experience.

Environment Product: Human Resources Service Delivery (HRSD) Feature: Collect Employee Input HR Tasks Platform: Mobile Application (Native UI) Problem Description Collect Employee Input HR tasks utilize surveys (assessments) authored in the Survey Designer. When these surveys are rendered in the native mobile app, several question types and properties have different rendering behavior, as the native mobile UI supports a subset of the full survey feature set.

Unsupported Features in Native Mobile UI The following survey question types and properties are not supported in the native mobile scripted screen:

Duration, Custom, and Rating data types: These may cause duplicate questions to appear. Addressed in PRB1986150 — unsupported question types are now skipped by the native renderer. Field validation scripts (field_validation): Client-side validation scripts are not executed in the mobile UI. "Not Applicable" option (allow_not_applicable): This option is not available in the native mobile interface. Additional Information textbox (allow_add_info, add_info_label): This field is not rendered on mobile. Read-only questions (read_only): Read-only enforcement is not applied; inputs are editable (addressed in PRB1986879). Hide label (hide_label): Label hiding is not applied; labels are always displayed. Default-from-field and conditional question logic (default_value_field, cond_question): Dynamic defaulting and conditional display logic is not available in the native mobile renderer. Business Rule-based default values on survey instance questions: When a Business Rule on the survey instance question table (asmt_assessment_instance_question) is used to set default values on survey questions, these defaulted values are not rendered in the native mobile UI. The native mobile renderer does not process server-side Business Rule logic for populating default values on survey questions. Steps to Reproduce

1. Open an HR task with a survey (which uses the "Scripted Screen Survey for HR Tasks"). 2. Make sure the survey uses question of different types, and at least one question (not the first question) should have type "custom" (or other unsupported types as mentioned in the Engineering details). In addition, it might also be needed for some of the question to have dependencies. 3. Open the survey

Actual:

Some of the inputs are duplicated and some are shown in the wrong order.

Expected:

The inputs should be shown in the order in which the assessment questions were configured and there should not be duplicated inputs.

Workaround To render Collect Employee Input tasks with full survey feature support, an alternative rendering approach is available. The mobile app can be configured to use a webview instead of the native UI. This displays the form in an embedded webpage within the app, providing complete survey functionality with a different user experience compared to the native mobile interface.

Steps to Enable Webview Rendering Navigate to sys_sg_button_instance table (list view)

Deactivate Native UI screens:

Open record: "Open Take Survey and Collect Employee Input - Native" Verify sys_id: 27fc719f53722010d493ddeeff7b1218 Set to Inactive Open record: "Show To-Do already complete message - Native" Verify sys_id: 423d719f53722010d493ddeeff7b12c0 Set to Inactive Activate Webview screens:

Open record: "Open Collect Employee Input - Webview" Verify sys_id: cfe5506f53f32010d493ddeeff7b12e5 Set to Active Open record: "Open Take Survey - Webview" Verify sys_id: 3d4693c353b32010d493ddeeff7b1269 Set to Active Update the HRJ Task Collect Information widget:

Navigate to sp_widget table Open widget: "HRJ Task Collect Information" In the Server Script, locate line 94 Replace: return $sp.getWidget('me-take-survey', s); With: return $sp.getWidget('take_assessment', s); Note: This change is included in PRB1987744 Update Restricted Caller Access:

Allow any Restricted Caller Access (RCA) records that were invalidated by the changes in step 3 Related Problem Records PRB1986150: Duplicate questions for unsupported data types PRB1986879: Read-only questions not enforced PRB1987744: Widget reference fix for webview rendering Additional Information After enabling the webview rendering approach, users will be redirected to a webpage within the mobile app when accessing Collect Employee Input tasks. This provides full survey feature support with a different user experience compared to the native mobile interface.