Timestamp and Created field in Geo_history table

[Vanessa2]

Hello,

We have a question about how Service Now works and have not been able to find an associated answer or documentation, so we are sending you this question.

Currently, our use of Service Now is 90% based on FSM. We are seeing that although we have activated the plugins and all the steps indicated in the documentation, we see that some points collected in the geo_history table have been registered with the same timestamp, created and updated but different latitude and longitude.

As we understand, the timestamp should be the moment in which the location is captured in the mobile and it is not necessarily the same as the created field. On the other hand, it should not have more than one point with the same timestamp.

I would understand that if the agent had a coverage problem, the app still collects the location information and when sending it, it would see the points with different latitude, longitude and timestamp but with the same date and time in the “created” field.

Regards,
Vanessa V.

[SBingemer · Accepted solution]

A couple questions:

1. Does this happen for all users or some?
2. What kind of device and Mobile App version is being used by the users?
3. Does this happen on the same "Action Description" (i.e. Start Work, Stop Work, Start Travel, Etc)?

There may be an issue where the Mobile app is not capturing the location_timestamp, and the default BR (Populate location timestamp) is populating the location_timestamp.

The BR is set to before Insert, and if there is not a location_timestamp, then the location_timestamp = sys_created_on.

I would assume that there is an issue with the Mobile App, the User's phone/app permissions, or something along those lines. 

If you're getting the lat/long from the mobile app, but not the location_timestamp, I would start with the App Version, then check the Phone (Type and App Permissions).  This will likely be the culprit in this case.