Hello,

If you are using Now mobile application and enabled Incident/HR case etc creation from now mobile then you need to configure source field to populate Mobile as a source if ticket is created from Now mobile.

If you have record producer then you can use below code in record producer form which will populate source as Mobile in case it is created from now mobile app.

if (gs.isMobile())
current.source = 'backend_value_of_mobile_record';
else
current.source = 'backend_value_of_portal_record';  

I have taken example of 'Source' field available on HR case table. Here if source is mobile then mobile value is populated otherwise Portal value is populated in 'Source' field.

Please hit like and bookmark the article in case that helps