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Mobile App Configuration for ITSM Mobile Agent not rendering

Christian Prob2
Tera Guru

3 weeks ago - last edited 3 weeks ago

Somehow we have lost the mobile app configuration for (ITSM) Mobile Agent in our environment - wondering if anyone else may have experienced this or has a tip what the issue could be (SN support case is in progress, but so far no results).

This is what it looks like (with the configuration details missing):

Screenshot 2025-10-22 125432b.PNG

 

And this is what a fresh instance shows:

Screenshot 2025-10-22 132850b.png

The URL would be https://[YOURINSTANCE].service-now.com/now/mobile-app-builder/editor/sys_sg_native_client/a42d0b0653...

 

I tried to trace back the relevant records in the various tables (sys_sg_native_client etc.) and do XML compares - so far did not really find any discrepancies that would explain this.

 

Any help is appreciated!

Christian

 

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4 REPLIES 4

RaghavSh
Mega Patron

3 weeks ago - last edited 3 weeks ago

This seems a plugin issue , can you try upgrading/repairing the agent app and mobile ui builder plugins to latest version?


Please mark the answer correct/helpful accordingly.


Raghav
MVP 2023
LinkedIn
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RaghavSh
Mega Patron
In response to RaghavSh

3 weeks ago

@Christian Prob2 Were you able to get this fixed?


Raghav
MVP 2023
LinkedIn
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Christian Prob2
Tera Guru
In response to RaghavSh

3 weeks ago

Thank you - that we did multiple times with no positive effect unfortunately.

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MaxMixali
Giga Guru

3 weeks ago

 

Potential Causes and Steps to Troubleshoot:

 

 

  1. Configuration Missing or Corrupted:

     

    • Cause: The mobile app configuration might have been removed or corrupted during a system update or manual changes.

    • Solution: To verify this, check if the configuration records (sys_sg_native_client) exist and are populated correctly. If the records are missing or empty, that could explain the issue.

     

  2. Reapply the Configuration:

     

    • If you’re not able to recover the configuration from the sys_sg_native_client table:

       

      1. Go to Mobile App Builder: Navigate to the mobile app builder URL as mentioned:

        https://[YOURINSTANCE].service-now.com/now/mobile-app-builder/editor/sys_sg_native_client/a42d0b0653...

      2. Check the Configuration: If there’s no configuration, attempt to reconfigure or reapply the settings.

      3. If the configuration is visible in a fresh instance (as shown in your screenshot), compare the configuration settings and manually apply those to your instance.

       

     

  3. Check the Mobile App Role Permissions:

     

    • Cause: The issue could also be related to user roles. If the user attempting to access the mobile configuration does not have the required permissions, it could result in missing configurations.

    • Solution: Make sure the user has the necessary roles, especially roles like admin, mobile_admin, or others related to mobile app configuration.

     

  4. Check the sys_sg_native_client Table for Missing Records:

     

    • Look for any missing or incomplete records in the sys_sg_native_client table. If there are discrepancies, it might point to an issue with your instance or missing data that could be preventing the mobile app configuration from loading correctly.

     

  5. Restore From Backup:

     

    • If you have a backup or versioning system (such as source control) for your ServiceNow instance, you can try restoring the configuration files to a previous state before the issue occurred.

     

  6. Reinstall or Reconfigure the ITSM Mobile App Plugin:

     

    • It could be that the ITSM Mobile Agent plugin or related modules got uninstalled or lost. To resolve this:

       

      1. Reinstall the Plugin: Check the ServiceNow Store for the latest version of the ITSM Mobile Agent plugin, and reinstall if necessary.

      2. Reconfigure Mobile App Settings: After reinstalling, reapply the configuration manually using the Mobile App Builder.

       

     

  7. Logs and Error Tracing:

     

    • Cause: There might be specific errors or logs related to mobile app configuration failures.

    • Solution: Check System Logs (System Logs > All) for any errors related to mobile app configuration or sys_sg_native_client table.

     

 

 

 

Steps to Manually Reconfigure the Mobile App:

 

 

  1. Go to Mobile App Configuration:

     

    • Navigate to Mobile App Builder:

      https://[YOURINSTANCE].service-now.com/now/mobile-app-builder/editor/sys_sg_native_client/

     

  2. Reconfigure the ITSM Mobile App:

     

    • Manually configure the app by ensuring that all necessary settings, such as icons, forms, and other configurations, are properly applied.

     

  3. Test the Mobile App:

     

    • Once the configuration is restored, test the ITSM Mobile Agent on a mobile device to ensure everything is functioning as expected.

     

 

 

 

If none of these steps resolve the issue and your SN support case is still in progress, it would be helpful to share the instance logs and details of the missing records with them to expedite the diagnosis.

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