Push message behavior inconsistent across Android devices in Now Agent App

[aparnaravi]

Hi everyone,

I’m facing an issue related to push message behavior in the Now Agent mobile app after creating an Incident.

After the record is created, a push message appears — for example:

You have 1 message

On my Android device, this message disappears automatically after a few seconds.
However, on another team member’s Android phone, the same message stays on the screen until they tap View.

Details

• Both devices are Android.

• The configuration is exactly the same.

• No client scripts, UI policies, or catalog scripts are used.

• I only installed one plugin and removed some fields — no custom logic was added.

• The issue occurs only on one Android phone; others behave as expected.

[RaghavSh · Accepted solution]

The issue could be outside service now like:

 1. Different versions of andriod.

2. Different version of servicenow mobile app.

3. Notification settings in mobile settings.

In my experience I have seen such difference due to andriod/IOS version issues as well.

Please mark the answer correct/helpful accordingly.