Mobile Publishing - Technical FAQ: Form Submission & Beyond

Hannah Bassana
ServiceNow Employee
ServiceNow Employee

‎08-17-2022 10:53 AM - edited ‎01-28-2025 10:52 AM

Mobile Publishing
Technical FAQs - Form Submission & Beyond

This is the 2nd of 2 Mobile Publishing FAQs. If you are seeking answers to more fundamental questions, like whether this product is right for you, check out our Getting Started FAQ! 

General

Form fields

Build Status & Testing

Files and next steps

Upgrades/Support

Common Issues

3rd Party Common Issues

Other

 

 

 

General

We bought the Publishing plugin. What should I do first?

Please ensure you have watched this video to understand how to fill out the request form and where to find the information you need for form completion.
NOTE: the video is based on Mobile Publishing version 3.1, 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.

Form fields

What is Apple Business Manager (ABM)?

Apple Business Manager (ABM) is a simple, web-based portal where ServiceNow will deliver your Approved Published iOS apps. ABM is where you will distribute your iOS apps to your employees and when used with your mobile device management (MDM) solution, you can configure device settings and distribute those apps. For more information on ABM, please see Apple’s Getting Started Guide.

What is my Firebase App ID, project ID, and API key?

These fields are required by Google and provide a unique identifier for your Mobile Publishing apps to authenticate and authorize push notifications to your Google apps via Firebase Cloud Messaging. For more information on where to find your Firebase details, please visit this Knowledge article, or watch this Mobile App Academy Youtube video.
NOTE: A unique Firebase App ID is required for each Mobile Published app.

What is my Apple DEP ID? How does it differ from my organization name?

Your DEP (Device Enrollment Program) Customer ID is assigned when you enroll in Apple's Device Enrollment Program. Your DEP ID is required when creating a Mobile Publishing request to uniquely identify your Published apps.
Your organization name must match exactly what is written under Enrollment Information in Apple Business Manager.
For more information on where to find both your DEP ID and your organization name on Apple Business Manager, please watch this Mobile Academy video. 

How do I get the bundle ID?

Before making a request to mobile publishing, you'll need to setup a Google Firebase project. Google will require the bundle id of your app, however, since the Published app hasn't been created, the bundle id doesn't exist. ServiceNow has provided a way to pre-determine the app id by using this format: 

servicenow.b2b.{long_app_name_lower _case_no_spaces}.{client_type}.

For example, if you are creating an Agent app with a short name “Agent” and long name “Acme Agent”, the package name would be:

 com.servicenow.b2b.acmeagent.fulfiller

What are the image requirements for the Mobile Publishing request?

For Android, you will need an:

  • Adaptive Foreground Launcher Icon
  • Adaptive Background Launcher Icon
  • Android Notification Icon
  • Android Splash Screen
  • Android Splash Screen background color

For Apple, you will need an:

  • App Icon
  • iOS Splash Screen
  • iOS Splash Screen background color

The image requirements 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. 

 

Is there guidance to minimize Apple rejections for Public iOS apps?

  • Choose a unique app name (also important for private app distribution). Best practice is to include your company name in the application's long name to ensure it is unique. 
  • Don't use popular or generic app names, trademark terms, and images that might violate copyright laws
  • Provide instance screen shots to show use-cases for your app, and provide authentication details (instance URL, username, and password) to an instance (sub-prod is okay if using SSO on production instance) for Apple approvers to log in
  • Provide a description that accurately describes your app (if distributing publicly, don’t specify the audience as Apple wants all apps on App Store to be globally applicable. Formal suggestion is to include "this app is also used by external contractors" in the Apple App Store listing ) 
  • Follow all guidance for icons and images for your app, as detailed here
  • For more information on each element found in the Publishing form, see our request documentation

 

Build Status & Testing

How long should I be in “Build in Progress”?

Your build can take anywhere from 2-4 weeks to complete. If your build has been in progress for longer than 3-4 weeks, please open a customer case task so that our team can investigate.

Can I update the name of my app during form submission?

Unfortunately, no. You will have to create a new build request with the new app name. If you do not want to wait until your build completes to make this change, you can file a ticket for the Mobile Publishing team to cancel your build while in progress. 

Can I update the images / splash screens during testing?

Not at this time, though we are working to add this feature soon. If the images are incorrect, you will need to start another build with the correct images attached to the form. If you do not want to wait until your build completes to make this change, you can file a ticket for the Mobile Publishing team to cancel your build while in progress.

Can I update the images / splash screens after I publish and distribute 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 install an entirely new one.

Can I test push notifications before approving my app build?

Yes, after Nov. 2021, push certificate files are available on your Publishing request page once your build is in ready for test. Follow the documentation for Mobile push notifications for more information.
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.

 

Files and next steps

What file types will I receive?

For Android:

  • Private: APK (android package file)
  • Public: AAB (android app bundle)

For iOS:

  • Private: .p12 file (iOS Push Certificate)
  • Public: zip file containing an XCArchive file, which you will generate an .ipa file from and upload to App Center Connect
    • ServiceNow is not allowed to provide the .ipa directly to the customer due to Apple's licensing agreement
    • Zip file downloads are a requisite for completing the Publishing process. To ensure your instance allows for zip files, see the answer to FAQ: Common Issues: of “submission ID write operation failure”.

Can ServiceNow send me my IPA file?

For Android:

  • Private: No, Apple's process for Business to Business app distribution is through Apple Business Manager. ServiceNow uploads the app IPA to Apple Business Manager and the customer can access the app via ABM. 
  • Public: ServiceNow shares the app XCArchive to the customer. The customer can follow these steps tto create the IPA from the XCArchive themselves.


How do I resign the XCArchive file and create IPA file to publish my branded app to the public Apple App Store? 

Once you download the zip of the XCArchive file, un-zip it, and then follow this series of steps to provision the app for your Apple account.     

Do I need to approve my app? Is there a timeline?

  • Yes! Please approve your app once you are finsihed testing the app branding. Private apps that remain in "Ready for Testing" status will fail after 90 days.

I approved my app! What are my next steps?

Congrats! You have a few things to do after you click “Accept build”:

  • Configure your Universal linking file to enable deeplinking capabilities. The file and instructions are on the Mobile Publishing request page.
  • Configure your push notifications for iOS and Android 
  • Distribute your app:
    • For privately distributed Android apps, you can deploy the tested, approved APK file to your private distribution site.
    • For privately distributed iOS apps, after you select the Approve button, your ServiceNow instance publishes the app to your Apple Business Manager account.
    • For publicly distributed Android apps, you can deploy the tested, approved AAB file to the Google Play Store.
      • For information about deploying an app with the Google Play Store, see the Google documentation.
    • For publicly distributed iOS apps, you can resign the XCArchive, export your own app(ipa), and finally, upload it to TestFlight where you can then test and approve it for distribution on the Apple App Store.

 

How do I add my mobile publishing iOS app to Intune? And for Blackberry? 

While third party MDM/MAM steps often change, please see our guidance for each:

 

Upgrades/Support

It is suggested that customers upgrade their app every 6mo-1 year to take advantage of ServiceNow's newest Mobile features.

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

Common Issues

What is causing “submission ID write operation failure” error message upon submission or completion of my app build request?  
    
This usually means that the customer instance restricts which file types can be attached to records or downloaded from said instance. To fix, navigate to System Properties > Security and will notice the following fields:

  1. “List of file extensions (comma-separated) that can be attached to documents via the attachment dialog. Extensions should not include the dot (.) e.g. xls,xlsx,doc,docx. Leave blank to allow all extensions” and
  2. “When the glide.ui.strict_customer_uploaded_static_content_types parameter includes a list of comma-delimited files. These will be the only file types that can be downloaded as static content from an instance”.

     Those fields' values should be a comma-separated list of values. Customers should add 'zip,apk,p12,aab,xcarchive,svg,png' to the end of both lists, as the publishing scoped app requires the upload and download of these files in order to work.

Why are my build files empty (0 kb) when I download them?

See answer to “submission ID write operation failure” question (above) for remediation steps.

Why can’t I download my .AASA file? 

This could be happening because you changed your universal links domain after submitting an app build. You will need to resubmit a build request so that your new universal links domain is accounted for in the AASA file.

 

3rd Party Common Issues

What iOS capabilities do I enable when creating my app id? 

ServiceNow recommends the following:  

  • Associated Domains  
  • Data Production – Protected Until First User Authentication 
  • iCloud 
  • Personal VPN 
    • Only necessary for Agent (Fulfiller) app type
  • Push Notification 
  • SiriKit 

 

Can I edit my app description or screen shots shown in the Stores?

Descriptions and screen shots can only be changed for Public distribution where the customer uploads the app artifacts to the Stores themselves. Apple requires iPad screen shots, so please ensure you have access to one during testing.

With Private distribution, SN owns the standard descriptions and screen shots.  Screen shots should not be changed due to Apple's review process, but to change the descriptions on a Private app, please open a case before approving your build.

 

When I generate VPP redemption codes from Apple Business Manager, my user is not able to install the app?

Apple allows the installation of B2B apps with redemption codes to users who belong within the same country where your Apple Business Manager account is registered. For example, you generate VPP codes from an ABM account registered in the United States and send the code to a user in France, the code will not work because it's only valid within the United States. The workaround is to create Apple Business Manager accounts for each country you want to distribute VPP codes. 

Why did Apple reject my app?

The Apple reviewers will tell you why they rejected your app. Most commonly, the icon you uploaded d...Apple guidelines. Another common issue for Public distribution is in the app description – Apple does not want apps meant for employees of a company to be on the public App Store. To circumvent this, ensure your description generalizes the audience to “users” instead of “employees of X".

Why don't I see my updated app on TestFlight?

When the customers/testers install the new version of the app from TestFlight they don’t see the new updates. As Apple caches apps heavily, it helps to uninstall the app and try and download it again from TestFlight.
NOTE: TestFlight apps are only valid for 90 days from submission and will stop launching on the tester’s device after that time. You can see how much longer an app is valid by going to the TestFlight app itself. 

Can I add testers on TestFlight after I have submitted by build?

Unfortunately no, you can only add Apple testers when you fill out the Publishing request form. If you need to add testers, please submit a ticket and the Mobile Publishing team can help you.

I currently have my Mobile Publishing app on Apple Business Manager. How can I make the app public?  

Once the custom/branded app has gone through B2B program (private distribution), it can’t be converted to public. This is a limitation from Apple. The public version will be a separate app which customers will obtain by requesting new builds using the public App Store request process in Mobile Publishing. 
You will need a strategy to decommission the B2B version on your user's device. If the B2B version hasn’t been removed and your users download the public version, they will see both apps.   

When I register my app id in my developer account, I get an error message “An attribute in the provided entity has invalid value”. What should I do?

You may come across this error message. It means that the app id you tried to create has already been registered. Try creating the id again but give a unique name. For example, com.mycompany.myNow-public

Google Play won’t let me upload my app after I tested and approved it, what is happening?

We are still investigating the answer to this question. If this has happened to you, please submit a ticket with as much detail as possible.

 

Other

What should I fill out for Google’s Data Safety questions?

Our Mobile Publishing apps are built based on our OOTB General Availability ServiceNow apps and comply with the same metadata information. You should answer these questions based on how you will be using and configuring your custom app; but if you would like to use the same information as our GA Apps, you can find the metadata information here. You can also leverage our Data Safety CSV file attached to the same KB article, which is used to upload directly on page 1 of Google Play’s Data safety form instead of going through the form one-by-one.

Where can I find more details about Mobile Publishing?

If you’re looking for more basic Publishing questions, check out our FAQ – Getting Started with Mobile Publishing. You can also check out the following resources:

 

 

  • 10,063 Views
Comments
Anjali Nandwan1
Giga Explorer
‎01-19-2023 04:05 AM

Can I use my PDI to develop and publish my no-management generic app on play store?

0 Helpfuls
Ihor
Giga Expert
‎09-13-2023 07:35 AM

Having error "Submission ID write operation failure".

 

Using article above set properties to include mentioned extensions, but no luck.

 

Also, I want to mention that I selected the checkbox Use out of the box Icons , so I haven't load anything basically, but still Write operation error

 

Any other ideas how to fix? @Hannah Bassana 

 

Ihor_0-1694615723563.png

Ihor_1-1694615728768.png

 

MikeDeliveroo
Tera Explorer
‎01-03-2024 03:31 AM

@Hannah Bassana - the KB link for metadata isn't available to customers it seems - I get "Your role does not grant you access to this article. Please use Search to find related content."

0 Helpfuls
Saif7
Tera Contributor
‎02-29-2024 01:56 AM

@Ihor

 

Hello, any luck to resolve this issue?

0 Helpfuls
Hannah Bassana
ServiceNow Employee
ServiceNow Employee
‎08-06-2024 03:59 PM

@MikeDeliveroo fixed! 🙂 

@Ihor & @Saif7 - this usually means that the customer instance restricts which file types can be attached to records or downloaded from said instance. The customer needs to navigate to System Properties > Security and will notice the following fields: 'List of file extensions (comma-separated) that can be attached to documents via the attachment dialog. Extensions should not include the dot (.) e.g. xls,xlsx,doc,docx. Leave blank to allow all extensions' and 'When the glide.ui.strict_customer_uploaded_static_content_types parameter includes a list of comma-delimited files. These will be the only file types that can be downloaded as static content from an instance'. Those fields' values should be a comma-separated list of values. Customers should add 'zip,apk,p12,aab,xcarchive,svg' to the end of both lists, as the publishing scoped app requires the upload and download of these files in order to work. Also, if the comma-separated lists do not already include 'png', the customer should add that file extension as well. If this didn't fix your problem, please submit a Support ticket for us to look into. 

Hannah Bassana
ServiceNow Employee
ServiceNow Employee
‎08-06-2024 04:01 PM

@Anjali Nandwan1 - if it's a cloud-connected instance that works with the SN Store it should be okay. I can't say for sure without knowing more about your PDI. 

0 Helpfuls
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