Android App issue

RayRoulstone · ‎03-06-2020

Hi,

I currently have an issue with the Andriod version of the Agent Mobile App.

We have modified the OOB Field Service Mobile application to include a new action that creates a record on a table in a custom application. This has been working fine until recently.

Now when an agent uses the action (via a link from a WOT record) it fails with a message "Could not execute the action".

The action itself is a script and it's not even running the script as I have put a statement to log text at the top and it's not executed.

This must be something to do with the Android version of the app as it works fine in the IOS version.

Has anybody seen this before?

Thanks

Ray

RayRoulstone · ‎06-25-2020

Sorry for some reason I haven't been seeing the notifications for this thread.

I did raise a HI ticket and it turned out to be an error in my code (despite it working previously). Anyhow i'm working now.

View solution in original post

Joshwa Antony S · ‎03-06-2020

Hello Ray,

I would suggest you to check and update your app to the latest version.

ServiceNow Agent for iOS v9.1.0

Patch

2020/02/20

Available

ServiceNow Agent for Android v9.1.0

Patch

2020/02/20

Available

Doc: ServiceNow Agent mobile app version history

If you running in updated version and the issue exist only in Android and not in IOS the please create a HI ticket to ServiceNow.

I faced similar issues during my implementation, functionality working in IOS and not in Android, sometimes working in Android not in IOS.

Refer my article for similar issues and it might help you if you come across issues documented in my article.

Agent/NOW Mobile App OOB Issues & Workarounds

Regards,

JAS

RayRoulstone · ‎03-07-2020

Hi JAS, thanks for the responce.

After posting this I did some more investigations and my Android device is running v9.1.0 and my IOS device is running v9.0.3.

Looking at the release notes our agents started having this problem shortly after the release of 9.1.0 (approx 1 week) so this problem could be related to this release. I havent updated my IOS device yet as its the only one that is working. I'm trying to get my hands on another IOS device that I can install 9.1.0 to see if this also has the same issue. I wont be able to do this until Monday now.

When I have confirmed working or not with IOS on 9.1.0 then I will log a HI ticket.

Cheers,

Ray

Stan37 · ‎06-03-2020

Hi, I was wondering if you had any further discoveries on this. I am seeing this error on a custom app, with an Android version 9.1. I am not sure if it is the device or the OS. Thanks!

David Ha · ‎06-09-2020

Hi Ray & Stan,

This sounds like a bug since you are experiencing this on Android only -- please open up a ticket/case so that someone from the technical support teams can take a closer at your instance.

Thanks,

David