Using location tracking for mobile

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Using location tracking for mobile

    This feature enables ServiceNow mobile users to record their geographic location either for a set period or continuously while performing tasks. Location tracking helps monitor user activity and work progress, even without an internet connection. Administrators control which tracking options are available to users—action-based, manual, or both.

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    Key Features

    • Action-based tracking: Starts and stops location tracking automatically based on specific user actions within records, as configured by the administrator.
    • Manual tracking: Allows users to start location tracking for a defined number of hours or continuously, independent of actions.
    • User choice: If both options are enabled, users can select their preferred tracking mode via the app’s Location Tracking settings.
    • Mobile device permissions: Users must grant location permission on their mobile device, which overrides the app setting, to enable tracking.

    Practical Use and Behavior

    • Location tracking is enabled through the Settings > Location Tracking menu in the mobile app.
    • Tracking continues when the device is offline and automatically resumes after logout/login if the session has not expired.
    • If a new action starts location tracking during an active session, it overrides the previous tracking session.

    What to Expect

    By using location tracking, ServiceNow customers can maintain accurate location records tied to work activities, improving task monitoring and accountability. The flexible options allow adaptation to different operational needs, whether tracking by user actions or continuous monitoring. Proper device permissions are necessary to ensure uninterrupted tracking functionality.

    Use location tracking so that you can keep a record of your location, either for a defined period of time or while you perform tasks .

    There are two location tracking options available, action-based and manual.
    • Action-based tracking - Starts and stops location tracking based on actions you perform.
    • Manual tracking - Starts location tracking for a defined period of time or tracks your location all the time.

    Your administrator selects which tracking options are available to you. Either action-based, manual, or both. If both options are made available to you, you can select which tracking option you want to work with.

    To monitor your activity, turn on location tracking from your mobile device. Location tracking continues even when there's no internet connection.
    Note:
    The location setting on your mobile device takes precedence over the location setting in the mobile app. Grant permission on your mobile device to enable the app to track your location.
    Enable location tracking

    Access Location tracking by tapping the  Settings  tab in the navigation bar, and selecting  Location Tracking.

    On the next screen, enable the Location tracking option.
    Note:
    You may see a prompt from your mobile device to grant location tracking permission to the mobile app. Select  OK  to enable geolocation tracking.
    Depending on the administrator's configuration, one of the following location tracking options are available:
    • Manual tracking option
    • Action-based tracking option
    • A screen enabling you to choose between manual and action-based tracking.
    Figure 1. Enable location tracking on your app
    Settings page to enable location tracking on your app.
    Set manual tracking
    Tap the Manual tracking option in the Location tracking screen. You have the option to either select a period of time in hours to record location tracking, or to record location tracking all the time.
    Figure 2. Location tracking manual configuration
    Location tracking manual configuration option.
    Set action-based tracking
    Tap Action-based to enable the action-based location tracking option.
    Note:
    A message stating Tracking or Not tracking displays. This text indicates whether your mobile device is tracking at this current moment.

    Action-based location tracking starts and stops when you tap on the corresponding button within a record, as defined by your administrator.
    Figure 3. Location tracking action-based option
    Location tracking action-based tracking option.
    Figure 4. Start and Stop buttons used in action-based location tracking
    Start and Stop buttons used in action-based location tracking.
    Select from either tracking option
    If your administrator has enabled both options, you can select the tracking option you want to work with.
    Figure 5. Location tracking screen with both options available
    Location tracking screen with both options available.

    Location tracking behavior in defined situations

    Location tracking behavior when logging out and in
    When you initiate location tracking, the app saves the tracking start and end time. When the end time passes, the tracking session expires, and location tracking is turned off.

    By default, if you log out during an active location tracking session, when you log back into the same instance, the app checks if the location tracking session has expired. If the session has not expired, the location tracking session automatically resumes, until the defined end time.

    Location tracking behavior when overriding an active tracking session
    If during an active location tracking session you tap another action that starts location tracking, the last tapped action overrides the existing tracking session.