question Re: Test user not able to login into Now Agent Mobile in Developer forum

Test user not able to login into Now Agent Mobile

NishaB — Thu, 25 Sep 2025 10:40:25 GMT

Hi,

I've installed now agent app and login using our QA instance. I noticed that when an incident is created from the agent app, both info message and notification will be created. But the info message is getting created and the notification is not getting created. This is working in dev but not in QA. All other notifications are getting created but not the 'Incident Created' one. We raised a servicenow case and provided the instance access to the assigned support engineer. Today I got a reply mail saying that the assigned engineer is currently unable to log in. Why is it so?

Initially the instance URL will be provided and the company's SSO/MFA flow will be followed. But the assigned engineer is saying that they are unable log in. I don't know the exact issue. Can anyone help me on this?

Re: Test user not able to login into Now Agent Mobile

Bhuvan — Thu, 25 Sep 2025 11:08:06 GMT

@NishaB

Check for the property mentioned in knowledge article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0821516

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

Re: Test user not able to login into Now Agent Mobile

Bhuvan — Fri, 26 Sep 2025 05:04:53 GMT

@NishaB

Did you get a chance to review this as I believe the information provided should answer your question.

If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan