This documentation supports the 21.3 version of Action Request System.

To view an earlier version, select the version from the Product version menu.

Progressive web application development

A progressive web application (PWA) provides a modern, mobile-friendly interface that is similar to  Smart IT  but is also customizable and extensible like Mid Tier .


When you load the progressive views for the first time, depending on the fields on the form and resources on the client machine running the browser, there might be a delay while loading the form.

For example, on a 2 CPU 8 GB client machine, a typical Incident or Problem screen might take about 10-15 seconds more to load.

The following screenshot shows how an incident screen appears when progressive views are enabled:

The following screenshot shows how an incident screen appears
when progressive views are enabled on a mobile phone:

The following screenshot shows how an incident screen
appears when progressive views are enabled on a tablet:

In Developer Studio , you can enable progressive views for an out-of-the-box (OOTB) form or for a custom form. Using PWA, you can create applications that are flexible and provide a dynamic, modern user experience for your applications. 

A progressive web application can work with multiple types of clients—browser, Android, and iOS devices. PWAs are designed in such a way that the same view is used for browser and mobile clients, and it is responsive and is rendered according to the clients in which it is displayed. PWA provides  a modern, mobile-friendly UI that is similar to  Smart IT but is also customizable and extensible like Mid Tier

The PWA technology meets the following requirements:

  • Progressive—Works on all supported browsers. To learn more about the supported browsers, see  Progressive web application Open link . The core principle used to build the PWA is progressive enhancement. To learn more about progressive enhancement, see Progressive enhancement Open link .
  • Installable—In the case of mobile devices, allows you to place useful applications on your home screen without the need of an application store.
  • App-like—Uses an app shell that provides an app-like navigation and interactions on mobile clients.
  • Responsive—Works on any screen size of any device. Auto-scales and auto-arranges the view components dynamically to cater to the need of resizing the application, for example, within a browser or when you move the browser instance across different screens of your computer.
  • Safe—Uses Transport Layer Security (TLS). TLS prevents snooping attacks and guarantees the integrity of the content of a website.
  • Linkable—Easily shareable by using a link. It does not require complex installations.

The following video (2:10) provides an overview of Progressive Web Application.

The following video (2:08) provides use cases for Progressive Web Application.

Advantages of Progressive Web Application

  • Faster application load time.
    PWA is designed along the lines of a Single Page Application (SPA), so all static content is loaded once in a browser, and you can navigate seamlessly without the whole browser page being refreshed.
  • Flexibility for developing a dynamic user interface.
  • Ease of customizing the application.
  • Includes a responsive design that enables content to adjust as per your screen size, such as browser, Android, or iOS devices.
  • Support for Section 508 compliance similar to that of  Smart IT and Mid Tier .
  • Support for localization. 
    You can localize all labels in a generic fashion without the need to create per-locale views. You can also retrieve locale-based data.
  • Accessible with user credentials by the standard login functionality similar to that of  Smart IT including RSSO integration.

Learning about Progressive Web Application

Mid Tier architecture

Enabling the Progressive Web Application screens Open link

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