How to use Agent Mobile app with IP restrictions

[Ryan S]

We restrict our instance to specific IP addresses. Given that, how can we allow agents to use the mobile app? We have company phones that utilize Blackberry UEM. Do we have to configure that somehow, or use VPN on the phones? Other options?

[User666027]

Thanks for the update Ryan! We have a slightly different context as we use MS Intune for our device management. 

Gives me hope though that a similar solution can be leveraged.

[Brian S]

Blackberry only does authentication - where one needs to have the mobile transaction data go via the blackberry/company domain route this does not happen.

Does Intune only do authentication traffic as well?

[Randheer Singh]

Out-of-the-box support for this is available from the role release with the help of the Adaptive Authentication feature.

https://docs.servicenow.com/bundle/tokyo-platform-security/page/integrate/authentication/concept/mob...

https://docs.servicenow.com/en-US/bundle/tokyo-mobile/page/administer/tablet-mobile-ui/concept/mob-a...

This YouTube video provides details about the steps required to configure it.
https://www.youtube.com/watch?v=rIQNf4M7LyU

[Randheer Singh]

Hi @Ryan S ,
From the Tokyo release onwards, you can use Adaptive Authentication for Trusted Mobile Apps feature to enable access from mobile apps outside the trusted network.

Here is the step to step process to migrate from IP address access control to Adaptive Authentication.