---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Migration from ITSM Mobile to ITSM Mobile Agent

# Migration from ITSM Mobile to ITSM Mobile Agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
The ITSM Mobile plugin (com.sn_itsm_mobile) was deprecated in Quebec. Existing customers can migrate to ITSM Mobile Agent, a mobile-first base system application that agents use to triage, act on, and resolve incidents on the go.

ITSM Mobile Agent application improves productivity with an intuitive interface to manage all the work, view schedules, check who is on-call, respond to major incidents, and more.

For information about getting started with ITSM Mobile Agent, see [Log in to ITSM Mobile Agent](https://www.servicenow.com/docs/uJNdBv8pIbq1KIr6cRO1xw "Access ITSM Mobile Agent on your mobile device to manage incidents and to view and update on-call schedules.").

## Deactivate the ITSM Mobile launcher screens and notifications {#ariaid-title2}

After you install the ServiceNow Agent app, avoid duplication of launcher
screens and notifications from the deprecated ITSM Mobile app.

### Before you begin

Role required: admin

### About this task

After installing the ITSM Mobile Agent app, launcher screens from the ITSM Mobile application remain visible when you log in to the ServiceNow Agent app (Android or iOS). Both apps being active on your instance can also cause duplicate notifications.  
Figure 1. Deprecated applet launchers for incidents and approvals

Because no updates are supported on the ITSM Mobile plugin (com.sn_itsm_mobile), the related deprecated features shouldn't be used. Applets or applet launchers from both plugins (ITSM Mobile and ITSM Mobile Agent) shouldn't be active at the same time.

Because the single-tap uninstallation of plugins isn't supported, the deprecated plugin isn't deactivated in the base system. You must deactivate the applet launchers and notifications in the deprecated ITSM Mobile plugin.

### Procedure

1. Navigate to AllSystem ApplicationsStudio.
2. From the Select Application pop-up window, open the ITSM Mobile application in Studio.
3. To deactivate the ITSM Mobile launcher screens, perform the following steps:
   1. To deactivate the Incidents launcher screen, perform the following steps:  
      1. Navigate to Mobile StudioApplet launchersIncidents.
      2. From the header menu, make this launcher screen inactive by using the Active toggle switch.
      3. Select Save.
      {#deactivate-mobile-launcher-screens-notifs__ol_v3r_mqh_3rb}
   2. To deactivate the My Approvals launcher screen, perform the following steps:  
      1. Navigate to Mobile StudioApplet launchersMy Approvals.
      2. From the header menu, make this launcher screen inactive by using the Active toggle switch.
      3. Select Save.
      {#deactivate-mobile-launcher-screens-notifs__ol_rc4_tqh_3rb}

   {#deactivate-mobile-launcher-screens-notifs__substeps_izg_jqh_3rb}  
   When you log in to the ServiceNow Agent app, the deprecated launcher screens aren't displayed.  
   Figure 2. ServiceNow Agent app without deprecated launcher screens
4. To deactivate the ITSM Mobile notifications, perform the following steps:
   1. To deactivate the notifications related to assigned approvals, perform the following steps:  
      1. Navigate to NotificationsNotificationsApproval assigned to me.
      2. Clear the Active check box.
      3. Select Update.
      {#deactivate-mobile-launcher-screens-notifs__ol_rsb_xqh_3rb}
   2. To deactivate the notifications related to commented incidents, perform the following steps:  
      1. Navigate to NotificationsNotificationsIncident commented.
      2. Clear the Active check box.
      3. Select Update.
      {#deactivate-mobile-launcher-screens-notifs__ol_aql_crh_3rb}
   {#deactivate-mobile-launcher-screens-notifs__substeps_qsb_xqh_3rb}

## Migrating customizations from ITSM Mobile application scope to ITSM Mobile Agent scope {#ariaid-title3}

When migrating from ITSM Mobile to ITSM Mobile Agent, administrators must check whether any customizations are defined in the deprecated ITSM Mobile application scope. Administrators must deactivate or move them to the ITSM Mobile Agent scope.

Administrators must check whether any custom notifications are defined in the deprecated ITSM Mobile application scope and deactivate or move them to the ITSM Mobile Agent scope.

Administrators must also deactivate or move custom launcher screens or custom applets to the ITSM Mobile Agent application scope.  
Important:  
To move customizations from the ITSM Mobile application scope to the ITSM Mobile Agent application scope, perform one of the following actions:

* Copy the custom code and paste it into the ITSM Mobile Agent application scope.
* Redefine the code in the ITSM Mobile Agent application scope.
{#customizations-itsm-mobile-agent__ul_y1x_fph_3rb}

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