Mobile Publishing FAQ

David Ha
ServiceNow Employee
ServiceNow Employee

on ‎03-17-2021 04:03 PM - edited on ‎02-11-2025 10:48 AM by ServiceNow Employee

Mobile Publishing
Frequently Asked Questions – Getting Started

This is the 1st of 2 Mobile Publishing FAQs. If you are seeking answers to more technical questions, or details on form fields and submission, check out our Technical FAQ: Form Submission & Beyond!

General

Requesting/ EMM&MDM /Apple & Google

Build/Set up/Deployment

Other

 

 

General

Is Mobile Publishing right for my company?  


 Mobile Publishing should be purchased by customers who:

  • Want to reflect their company’s branding over and above what is available through Mobile theming
  • Want their ServiceNow Mobile app to reflect their custom: icon, app name under icon, and loading splash screen
  • Have a cloud connected production instance that can receive zip attachments
  • Have experience with Google Play Store/Google Firebase and Apple Business Manager/Apple Connect/Testing – or are willing to learn these requisite 3rd party systems
  • Understand there is a 1-4 week lead time for initial builds, and are prepared to request updated builds per each SN release for which the customer wants to leverage new features
  • Have a technologically savvy resource to request, test, approve, and update the custom builds
  • Have determined the distribution method to be used (public vs. private) prior to form submission
  • Understand that Mobile Publishing is a licensed/paid, admin-only tool.
    • Mobile Publishing is included in the Enterprise and Pro ServiceNow subscriptions for any BU/workflow. It can also be bought a-la-carte from the SN Store after working with your SN account representative.
    • Only 'Admin' roles can access the Mobile Publishing tool on their instance (sub-prod or prod) to request & manage branded apps. Delegated developers do not have access.  

 If all the above apply, watch this video* to learn the process, enable Publishing on your instance via the ServiceNow Store, request a build, wait a few weeks, and then enjoy your new app!
            *Note: for those using v3.1.1 (Sept. 2022+), the navigation has changed from “Request Branded App” to “Manage Mobile Publishing Apps”, and the form reflects associated product naming changes. 

How does Mobile Publishing work? Is it the same as “white labeling”?

The Mobile Publishing plugin is used to create, submit, and approve custom Published versions of our General Availability apps (Agent, Now Mobile, or Onboarding). You can think of Mobile Publishing as “mobile white-labeling”.  

Once you approve your Published app version, you make that version available to your employees for use with any instance that supports Native Mobile logins (Paris+). To see a short overview video of our product, originally named Mobile Branding, click here.

Register for the Mobile Publishing Now Learning course to learn how to request a Published app, how Publishing differs from theming/“branding”, and the various configuration components.  

What is the difference between mobile Publishing and mobile theming?

Mobile Publishing allows you to create branded mobile applications by configuring each of your mobile apps with a unique name, splash screen, icon, and security vendor so that your customers and employees can recognize your unique company identity. Mobile themes allow you to change the color scheme within the GA ServiceNow mobile apps available on the public app stores. Mobile theme can be applied to both GA and Mobile Publishing apps. 

Is Mobile Publishing a paid plugin? How do I get it?

Mobile Publishing is a paid plugin that requires a separate license. As of Feb. 2022, Mobile Publishing comes with the following product packages:

  • Professional & Enterprise packages for: ITM, HRSD, CSM, FSO, TSM, and M&ESM
  • Professional package for: FSM
  • App Engine Studio

If you would like to upgrade your subscription to one shown above, or purchase Publishing a-la-carte, please contact your account representative for details on how to purchase and enable the Publishing ServiceNow Store plugin.

How long does it take for the branded app build to be ready?

  • Publicly distributed iOS & Android app builds take less than 1 week from submission to be Ready for Testing. 
  • Privately distributed Android apps take less than 1 week, and in many cases are Ready for Testing within the same day. 
  • Privately distributed iOS apps are subject to Apple's human reviewers and can take 2-4 weeks until they are Ready for Testing. Apple will review a second time after you Accept your build and before being published to Apple Business Manager, which usually takes a week.
    • If you are on a tight timeline, submit your private Android app first so you can test it while you submit and wait for the iOS build to complete.
  • ServiceNow cannot expedite these timelines since they are determined by Apple & Google.

All builds (iOS & Android) are delivered to the customer at the same time if submitted on the same request, so the delivery timing is therefore dependent on the slowest process. It is recommended to also allocate 1 week to gather the requisite inputs prior to submission.

 

What distribution models are supported by Mobile Publishing?  

As of November 2021 (version 3.1), ServiceNow supports two modes of distribution for Mobile Publishing apps:   1) Private Distribution, and 2) Public AppStore Distribution.
Public distribution is more technically challenging and is recommended for customers that have prior experience in managing their own market facing App Store account.
As part of submitting any mobile publishing build request, the customer is required to declare which distribution method will be used for each/any custom application.  See our internal documentation on each. For more information on the different distribution types and the set-up steps necessary for each, visit this Mobile Academy video (link here).

Is there an additional cost to Public Distribution?  

There is no additional cost on the ServiceNow side to use Public versus Private distribution, you need only to ensure the Mobile Publishing plugin has been purchased.
There are additional 3rd party accounts you will need to purchase, including:

  1. Developer Account with Google Play – $25, one-time
  2. Apple Developer Account – $99 per year (which you will need each year so you can publish upgraded versions of the app)

Should I use an APK or AAB for private android distribution?

New private apps created after August 2021 can continue to be published with either Android App Bundles or APKs per Google’s Managed Google Play documentation.

Can I request a mobile publishing app on my sub-prod instance? What about on-prem, self-hosted, or isolated environment instances?  

Yes, Mobile Publishing is available on a cloud connected instances, production or sub-prod. On-prem, self-hosted, and isolated environment instances (ex. GCC, SPP, NSC) cannot use Mobile Publishing on their isolated environment instances because during the build process, the customer's instance needs to talk to 3 different external stores - Apple, Google, and ServiceNow's; and these communications are necessary for any app updates as well. Therefore, the customer can instead set up a second, cloud connected production/commercial instance to request and complete the custom app build, which can later be connected to the original instance. More information here. 

Can I use my custom Mobile Publishing app with my sub-prod instance?

Yes, Mobile Publishing apps work just like our GA (General Availability) apps. Once you have your branded app build you can use it by logging into any of your ServiceNow instances. Any edits made to the mobile configuration will need to be migrated to your production instance for your end users to see. 

 

Can I run two versions - one custom Published and another GA - of the same app type (Requestor/Agent/Onboarding) on the same phone?

ServiceNow does not support two apps of the same client type (Requestor, Agent, or Onboarding) running on the same device, regardless of distribution method. When two apps of the same type are installed on the same device, several items will conflict such as notifications and redirections.

Is there a way to test Mobile Publishing before I buy the plugin?

The Mobile Publishing build automation pipeline only creates real Mobile apps unique to your organization name, so there is no testing of the Mobile Publishing product per se. Licensing is required for any use. Licensed customers do have the ability to review, test and update apps prior to ultimately approving their production Published apps. To test how the ServiceNow native mobile apps work, please use one of our apps available to all our customers in the app stores.

Will my existing mobile workflows work with the custom Mobile Publishing apps?

Yes, any existing mobile workflow, configuration, or modifications you built and used on one of our GA Apps will work on the Published version of that app. 

Will my Push notifications work with Mobile Publishing apps?

Yes, however you will need to install an updated Push notification certificate that comes with your new app. Please see our documentation for details: Apple configuration and Android.

Why is my Push notification not working on branded mobile app?

You may run into this issue if you are not using branded app for both iOS and Android, otherwise you will need to revert to using the GA app for both iOS and Android. More information can be found on this case.

Is the Apple HTTP/2 Push notification protocol supported?

Yes, Orlando Patch 5, New York Patch 10, and Paris and later versions will support the Apple HTTP/2 push protocol. Apple is deprecating support for older push protocols in November 2020 (Apple announcement link), and Mobile Publishing customers will need to be on one of the supported versions identified for Apple Push notifications to continue working. 

Does Mobile Publishing support Domain Separation?

Mobile Publishing does not support domain separation. Currently, mobile branding is supported at the instance level and not at the domain level. However, we do plan to support it in the future. 

 

Requesting/ EMM&MDM /Apple & Google

How do I enable Mobile Publishing on my instance? 
Go to ServiceNow Store, search for Mobile Publishing, and request an install. Once downloaded, you can find Mobile Publishing on your instance under All>System Mobile>Mobile Branding>Manage Mobile Publishing Apps. For those using Mobile Publishing version 3.1 or earlier, navigate to All>System Mobile>Mobile Branding>Request Branded App.

Can I bundle in MAM or VPN SDKs other than Intune and Blackberry Dynamics?

MAM SDK embedding options are currently limited to Intune and Blackberry.  We are planning to add more MAM and security options based on customer demand.  Please submit any enhancement requests in the Idea Portal (link here) on the Servicenow Community site. 

Can I deploy Mobile Published apps through (EMM) Enterprise Mobility Management?

Yes, please reference our release documentation for more details. 

What's the difference between (MDM) Mobile Device Management, and (MAM) Mobile Application Management?

MDM is about control of devices like smartphones and tablets, whereas MAM is focused on managing applications and their security policy & related data. MAM is most commonly used by companies that support employee/personal devices (BYOD).

What are the form fields and where do I find the information I need to fill them out?

The details of the form fields are on our Technical FAQ: Form Submission and Beyond. You can also watch this Youtube video where we walk through all the 3rd party prerequisites, the submission process, the fields, and where to find the information you need.

Please note the Youtube video is based on Mobile Publishing version 3.1, and any version after September 2022 will have slightly different wording on the form.

Is it difficult to create the images required for the Mobile Publishing request?

It is not difficult for anyone with experience creating corporate images or logos. The images are very specific due to Apple and Google requirements so the documented requirements must be followed. Click here to download a set of example images that can be used as a reference when creating your corporate images. 

Does ServiceNow manage the approval process with Apple?

For Private Distribution, yes. ServiceNow is the signor on the application and manages the submission and approval process for any private custom build requested by customers. For Public Distribution, customers manage the approval process themselves through their own Apple App Store Connect Account.  For guidance on minimizing Apple rejections for Public Distribution, see our Technical FAQ: Form Submission & Beyond.

 

Build/Set up/Deployment

Can I update the icons or splash screens after I publish my custom Publishing app?

Yes, customers can request builds of their apps with each commercial update (generally quarterly). ServiceNow notifies customers whenever a new commercial GA version is available, and customers can request a new build with updated assets at that time. 
To change the icons/images on your app, you will need to submit a new build request – not an updated build request – with all other inputs on the form matching your previous request exactly. This way, the build will complete under an updated build with the same app name and package info as before, which will allow your users to simply update their app instead of installing an entirely new one.

Can I update the color theme in my Mobile Published apps?

Yes, and you do not have to request a new build as this is handled on your instance. Please refer to the Mobile Theme documentation for the details.
NOTE: in sys_sg_native_client, associate your custom theme with ‘Now Mobile Admin’ record instead of ‘Now Mobile’ record to enable the theme on all mobile devices. Please also ensure all HEX values have ‘#’ in front of them to align to proper hexadecimal format.

How do I deploy my Mobile Published apps to my employees?

As of November 2021 (version 3.1), ServiceNow supports two modes of distribution for Mobile Publishing apps:   1) Private Distribution, and 2) Public AppStore Distribution.
Public distribution is more technically challenging and is recommended for customers that have prior experience in managing their own market facing App Store account.
As part of submitting any mobile publishing build request, the customer is required to declare which distribution method will be used for each/any custom application.  See our internal documentation on each. For more information on the different distribution types and the set-up steps necessary for each, visit this Mobile Academy video (link here).
Mobile Publishing does not support the use Apple promotion codes to distribute apps. Android redemption codes can be leveraged for Private distribution of Android apps.  

 

Upgrades/Support

Does ServiceNow provide updates to the apps when new versions of iOS and Android SN Apps are released?

ServiceNow will automatically email Mobile Publishing customers when a new GA version of ServiceNow apps are available, including compatibility updates for mobile operating systems, bug fixes, and/or new ServiceNow releases. To uptake the new features, customers will need to request an updated build by clicking “Update Custom Branding” in the Publishing form. Update builds do not take as long as the initial custom build, and the form pre-populates relevant data from previous builds. If the basic app information stays the same build over build, then end users will simply be able to update their existing app in the same way they do any other app (via app stores or MDM provider pushes). We suggest customers update every 6mo – 1 year. 
NOTE: due to Apple’s internal policy, all iOS push certificates (p12 files) expire after 13 months. To continue using push notifications without disruption, customers should request an updated build within 60 days of their certificate’s expiration to receive a new p12 file.

How often can I request entirely new custom builds of apps?

New custom builds can be requested once per release per GA app (ServiceNow Agent or Now Mobile). The GA apps are typically updated on a quarterly basis. Please see our mobile app version history for latest updates (link here).

 

Other

As a ServiceNow Partner, can I build Mobile Publishing apps for my customers?

The initial release of Mobile Publishing is focused on individual customers creating Mobile Published apps for their internal use. The capability to build multiple customers custom apps from a single Mobile Publishing installation is under consideration. Please submit any requests in the Idea Portal (link here) on the ServiceNow Community site. 

As an educational institution, can I distribute the Mobile Publishing app to students?

For educational institutions we recommend leveraging the public App Store distribution method for custom builds. There are limitations with private distribution that present challenges if you plan to distribute to students, and other external users.  

Specific to private distribution for Android, this is possible since we are providing the file to you via your instance.  For iOS, the app will appear on your Apple Education Manager account, however, the student's device must be managed by an MDM in order to distribute the branded app. If the student does not want their personal device registered, then we don't recommend branding your app. 

 Mobile Publishing version 3.0 will allow your branded app to the hosted on the public app stores under your Apple accounts. As a result, students’ devices can install your branded app without the device being managed by an MDM.

Can I request older versions of ServiceNow mobile clients via Mobile Publishing? 
No. The mobile publishing service provides custom builds for the most current versions of supported ServiceNow clients (Agent, Now Mobile).

Where can I find more details about Mobile Publishing?

If you’re ready to move on to the next step of Publishing, check out our Technical FAQ: Form Submission & Beyond for part two!

 

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Comments
Martin58
Tera Expert
‎12-21-2021 02:13 AM

Under point 44. "How do I publish my branded app to the public Apple App Store?"  the important knowledge article is no longer up to date. Where can I find a current one? ServiceNow Docs does not provide current information. Thank you for your help!

Sebastian L
Mega Sage
‎01-25-2022 01:39 AM

Hi David, Thanks for this article.

So once a new version of the app is available, we will have to re-build and have the application teams update the .apk file, or how does this work? 

0 Helpfuls
carlk1
Tera Contributor
‎03-30-2022 01:20 PM

Does a custom branded ServiceNow App require the paid Firebase project/account? Or is the free version sufficient?

0 Helpfuls
Sebastian L
Mega Sage
‎03-31-2022 12:21 AM

The free version is sufficient! 🙂 

0 Helpfuls
Scott Bishop
ServiceNow Employee
ServiceNow Employee
‎06-27-2022 10:59 AM

The free version of Firebase is sufficient.

0 Helpfuls
Giuliana Martin
Tera Contributor
‎07-06-2022 06:28 AM

For the publicly distributed apps, can you use the ServiceNow EULA but your company specific privacy policy?

0 Helpfuls
srinivas79
ServiceNow Employee
ServiceNow Employee
‎08-03-2022 09:34 PM

Is it possible to have different branding for the same instance? 

0 Helpfuls
Giuliana Martin
Tera Contributor
‎08-24-2022 10:52 AM

Does configuration changes within the mobile app, such as adding a applets in the navigation bar or updating a launcher screen, constitutes as an update to the branded app? Meaning to push these changes to production, will I need to request an update to my custom branded app?

0 Helpfuls
Smita9
Tera Contributor
‎03-29-2024 06:02 AM

ServiceNow had previously advised we can publish a branded app without additional cost so I'd like to confirm this. Does any one have any idea?

0 Helpfuls
Community Alums
Not applicable
‎05-08-2024 09:23 PM

After the custom build is publish to the Apple Business Manager (ABM) account:

1. How to distribute the app to internal employees with Mobile Device Management (MDM)? What are those required steps so that employees can start using it?

2. How can we have that custom app in the sub-production instance so we can customize it?

Hannah Bassana
ServiceNow Employee
ServiceNow Employee
‎08-06-2024 03:09 PM

@Sebastian L  - yes you'll update your app's client version by re-submitting the same request as your original build. We suggest using the "Duplicate" button on your build's history to ensure all fields are the same. Since all fields are the same (you can update the contact information or testers without affecting this) we will know it's an update request and send you the new client version for you to test, upload, and distribute. The process for standing up your updated app is the same as when you originally requested it, except you won't need to create a new apple iOS Distribution Certificate or provisioning profile for apps that already exist and you’re simply updating the version number (ex 17.5 to 18.0), unless your certificate is expired per your Keychain Access program on your Mac. For more information, check out our "Update your branded app" documentation.

@Giuliana Martin  - re: mobile app configuration: you do not need to request an update to your app to see your new configurations - anything you configure in Mobile Platform or Mobile App Builder will automatically apply to your branded app as long as it's using that same Mobile App Config record (sys_sg_native_client) & navigation bar 🙂 
re: EULA: you cannot do that in our form, but if you submit a Support ticket we can send our EULA URL for you to input in the form and use your own privacy policy. 

@srinivas79 - branding is on a per-app basis. Your Agent app's branding can differ from your Now Mobile app's branding. Once a user logs into their instance on those apps, the instance itself can be themed on an instance-by-instance basis. 

@Smita9 - Mobile Publishing is included in SN's Enterprise and Pro subscription levels. Otherwise you can purchase it a-la-carte. The GA SN Apps that are on the app stores today (with SN's branding) are free. The tools to customize your mobile app (Mobile App Builder & Mobile Card Builder) are free too. 

@Community Alums - 1) You need to work with your MDM provider on distribution of the apps. There is no difference between our branded apps on ABM compared to others on ABM. One option is to use the Distribution certificates available through ABM, but most push the app to the MDM's portal for them to distribute. 2) There is no process to "bring over" the branded app to your subprod in order to customize. Anything you edit in subprod on your Mobile App Config record (and it's descendants like navigation bar and tabs, etc.) used in your branded app will be reflected in your app once you upload your mobile update set to production. 

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Last update:
‎02-11-2025 10:48 AM
Updated by:
ServiceNow Employee