iPhone ServiceNow Agent login
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3 weeks ago
Forgive me if this is the incorrect forum. For months I had been able to use the ServiceNow Agent app for my company's instance.
Now I receive a message and can not login to the app. I have wiped my iPhone and rebuilt it. I still get an error.
When I attempt to login, I am redirected to login with Microsoft. As soon as I put in my corporate email address I am forwarded to another page that says "You can't get there from here". There is a link to open MS Edge on my phone & I can login through the Edge browser, but not in the SN Agent app. I have removed the app, deleted all data associated with it from my iPhone and added the app back.
Still stuck in the same vicious cycle. My internal SN gurus have not been able to determine what is wrong & thought maybe I should reset/rebuild my phone to factory defaults. As mentioned I have already done the phone reset.
Attached are screenshots from my phone.
Does anyone have a solution for this that they will share?
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3 weeks ago
Hi,
Based on the screenshots, this looks more like an Entra ID/Intune Conditional Access issue than a ServiceNow app issue.
The key indicators are Error 530081, Device state: Unregistered, and the message requiring Microsoft Edge.
I would suggest having your Microsoft/Intune administrator check the Entra sign-in logs for this failed attempt using the Request ID/Correlation ID shown in the screenshot. In particular, check which Conditional Access or App Protection policy is blocking the ServiceNow mobile app.
Also verify whether the ServiceNow app is included in the applicable approved client app / app protection policy and whether the iOS device is expected to be registered or compliant.
Since reinstalling the app and rebuilding the phone did not help, I would focus on the Microsoft authentication/policy side rather than resetting the device again.
Once the blocking policy is identified, your administrator can determine whether the ServiceNow app needs to be included/excluded or whether the authentication configuration needs to be adjusted.
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2 weeks ago
thank you for your reply. I do not have full rights to our Intune portal but I have been able to look at the login logs. After filtering for only failed logins, opening the entry and moving to the Conditional Access tab there is a policy my phone is failing.
The policy has to do with Full MAM enforcement. When I look under the policy the only thing that fails is at the bottom of the list under access controls>Grant Controls says not satisfied and under that is says Require app protection policy.
One of my Intune admins is looking at this but due to his being new to this platform I am not certain he will be able to find what is failing. I know of other users that do not receive this error, but I do not have rights to view their login logs
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2 weeks ago
Since other users can access the app without this error, the next step would be to compare your failed sign-in with a successful user's Conditional Access evaluation. If you don't have access to the other users' logs, your Intune/Entra administrator should be able to perform that comparison.
In particular, check the Full MAM enforcement policy and the “Require app protection policy” result, along with the user, app, and device details.
I’m not deeply familiar with the Microsoft Intune/Conditional Access policy configuration, but this Microsoft guide may help your administrator identify which policy condition is failing:
