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

[Joaquin_Aguirre]

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:

1. When saving or updating a record derived from the Task table (e.g., Work Order Task), and

2. 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.

[Andrew96]

This is not what documentation says. Per the docs I should be able to enable continuous tracking at set intervals, and like the original poster this is not working for me. It does not look like this issue was actually resolved in this post. 

[Daniel Hills]

Hi @Andrew96, I'm sorry you're having issues getting tracking to work, I'll do my best to help out. I also apologize, I thought this issue had been resolved. Were you able to take a look at the reply that Junchi mentioned above? If you have and are still having trouble please let me know and I'll reach out to engineering again, or do anything in my power to help you out.

[Joshua Chen MTL]

@Andrew96  

what is not working for you?

geo_history is updated based on action-based or manual

• Enabling and selecting location tracking options

  • Navigate to All > System Mobile > Mobile Branding > Mobile App Configs.

  Using location tracking for mobile

  • If both options enabled (manual, action based), user can select
• these properties
  •  Manual tracking • Zurich Mobile Configuration and Navigation • Docs | ServiceNow
  • Geolocation history • Zurich ServiceNow AI Platform Capabilities • Docs | ServiceNow

• •  

[Daniel Hills]

Hi @Joshua Chen MTL, if you find incorrect docs on the site, if you could provide doc feedback with the thumbs down button and then describe the issue then it should be resolved. As you know I work on FSM docs. I can't speak for other teams but on my team we try to close all doc feedback items within the quarter if not sooner. If you also provide your email when submitting feedback it makes it easier for the writer to reach out if they have questions. If you have done this and the docs haven't been updated, then please send me the link I can try and get the feedback sent to the correct team. It concerns me that the product team is telling user the docs are incorrect and they're not being fixed. Thanks in advance, I always appreciate your comments/ feedback 🙂 

[Joshua Chen MTL]

hi @Daniel Hills  looks like it has been updated, i edited my comment

previously it was mentioning android gets updatd every 15 min, now it has bee updated to 1 min

Note the following:

• The Android version of the app updates geolocation data at 15 minute intervals. The app collects a user's location using the interval set in this property, but that data is still uploaded to your instance every 15 minutes."