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]

What is not working: When a non-admin user turns on continuous tracking in their phone they do not generate geo_history data no matter how far they travel. It appears to be related to the phones not registering to the mobile devices table. For admins this does work. 

[Andrew96]

Hi Daniel I did see the reply. I sent this to him as well but I'll repost what I said to Junchi. 

Here are our settings:

User has enabled location sharing on phone.

User enables tracking for  8 hours

Glide.geolocation.proximity is set to 50 meters

Glide.geolocation.tracking.frequency is set to 5 minutes

Agent_mobile app is set to 'manual tracking'

For those conditions, when a user turns tracking on for 8 hours, they should generate automatic GPS coordinate updates every five-ish minutes, so long as their location has changed by more than 50 meters.  Am I correct in my understanding of the docs?

I have this exact configuration and it's not working for users who do not have the admin role. Users with admin DO get regular tracking at roughly these intervals. I noticed these users also have entries appear in the 'sys_mobile_devices' table when they turn on location tracking, and there is a business rule on the mobile devices table that writes to the geo_history table when location changes. I tried creating ACLs to grant create, write, write* and even read access to non-admins to the sys_mobile_devices table but that did not resolve the issue. 

[Daniel Hills]

Hi @Andrew96, thanks for letting me know. I have email notifications enabled for this post, so I'm tracking all replies in the thread, just to save you from having to copy/ paster replies multiple times. I'll reach out to Junchi/ engineering about this now, as it was my understanding that if you had all the things set that Joshua mentioned in his reply then it should work. 

Just an FYI- it might take some time to get a reply from engineering and it's a long weekend for us. I'll reach out now and I'll try to get a response to you by next Thursday if not sooner. Apologies again for the issues you ran into with this. I'll do my best to get you sorted out.

[Joshua Chen MTL]

this is odd! can you open a ticket and share with us what was the issue/resolution?
@Andrew96 

• Are you on yokohoma or zurich? 
• if you impersonate an user, does it record ingeo_history?

[Joshua Chen MTL]

@Andrew96  

@Andrew96  

what is not working for you?

geo_history is updated based on action-based or manual, if you want to continously track follow below link steps

• 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

• •