Geolocation tracking not working at set frequency – only updates on task actions

Joaquin_Aguirre · ‎07-21-2025

Greetings,
I am working with the out-of-the-box geolocation tracking feature in ServiceNow. I understand there are two ways data can be recorded in the geo_history table:

When saving or updating a record derived from the Task table (e.g., Work Order Task), and
Periodically, based on the system property glide.geolocation.tracking.frequency.

However, I am unable to get the automatic tracking (based on frequency) to work. I have field agents working with Work Order Tasks, and geolocation data is only being recorded when they perform specific actions such as "Start Travel", "Start Work", or "Close Complete". No location data is recorded in between these actions.

Is there anything additional I need to configure to enable continuous tracking? Any guidance would be appreciated.

Daniel Hills · ‎07-23-2025

Hi @Joaquin_Aguirre, Agent location is not continuously/ tracked or logged to the geo_history table, and the geo_history table is only updated with an Agents location when they select "Start work" or "Start Travel". So the issue you're describing is working as expected.

I confirmed with the dev lead I work with that this is the expected behavior. He also replied with the following to take into consideration:

"Additionally there is a flow to periodically update the current location of agent also. However the precision of these periodic updates may be limited to latitude longitude alone and the time of the presence at a location may not be accurate.

These settings for frequency of sending latitude longitude are driven by functionality from Mobile platform and Mobile clients. Once configured the mobile clients start calling Geolocation APIs to update the latitude and longitude of the agent's mobile device.

There is one more condition for this - Since Apple and Google are cautious about location tracking features, along with enabling location features on the servicenow server, the Agent has to enable location tracking explicitly for Now agent app on their mobile device. It is OFF on the device by default."

Please let me know if there's anything else I can help out with.

View solution in original post

Daniel Hills · ‎07-23-2025

I'll take these questions and your initial reply to the dev for an answer. I'll get a reply to you about all of this. Then I'll take the answer I post and get it worked into the docs so others that see the docs aren't as confused.

Junchi · ‎07-23-2025

Hi @Joshua Chen FX

what's the difference between manual vs action based?

Action based tracking would track the agent's coordinates, duration, frequencies based on WOT action buttons(Start travel/ Start work) they clicked, admin could customize them on sys_sg_location_tracking_details as your screenshot presented

Manual based let agents set the tracking duration despite the action buttons or pre-defined tracking details, agents could set it on Agent App => Location tracking. Action-based is more flexible and actions(functions that update a WOT) orientated while manual based is travel time hard coded, more suitable if agents only want to be tracked certain hours regardless of work status.

is the action-based ''invoked'' when it's set to ''manual''?

No, action based gets triggered when the matched button gets clicked, as Start Travel Tracking Property will be applied when Start Travel button gets clicked on Agent App.

is action-based used to enable customization on OOTB actions AND new custom actions?

Yes, the Action based is set to be customizable to all functions that change the State of a WOT.

If i change the action-based ''start travel'' = 6 hours instead of 2 hours, will this apply to ''manual''?

No, it would not, the manual tracking duration could be set only on the Agent App by agents themselves. But a new action based could replace the existed action based. Lets say an agent clicks Start Travel, then Start Work, then the start work tracking details would be the current tracking mechanism.

Joshua Chen FX · ‎07-24-2025

@Junchi i understand now, ty.

action based = track when agent click on WOT action buttons, duration set by admin for each action

manual = tracking duration set by agent (continuously or x hours), independent of WOT action

Daniel Hills · ‎07-28-2025

Hi @Joshua Chen FX, just to close the loop on this. Junchi is the developer I mentioned I would reach out to. He did a great job answering your questions. I'm going to work on getting this info added to the docs so others might benefit from the info going forward. Thanks for your questions and please let me know if there's ever anything I can help with.

Joaquin_Aguirre · ‎08-05-2025

Dear @Daniel Hills,
I hope this message finds you well. I was revisiting your comment and had a question regarding the statement: "Additionally there is a flow to periodically update the current location of agent also."
After reviewing the flows available in my instance, I was unable to identify one that matches this description. Would you be able to provide the name of the flow in question or point me to any relevant documentation?

Thank you in advance for your support.