Migration from ITSM Mobile to ITSM Mobile Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • The ITSM Mobile plugin (com.sn_itsm_mobile) was deprecated in Quebec. The existing customers can migrate to ITSM Mobile Agent for enhanced mobile-first experiences in the base system, designed for agents 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.

    Deactivate the ITSM Mobile launcher screens and notifications

    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 on your instance, you can still view the launcher screens from the ITSM Mobile application when you log in to the ServiceNow Agent app (Android or iOS). Also, you might receive duplicate notifications since both ITSM Mobile and ITSM Mobile Agent apps are active on your instance.

    Figure 1. Deprecated applet launchers for incidents and approvals
    Screenshot for deprecated applet launchers for incidents and approvals

    Since no updates are supported on the ITSM Mobile plugin (com.sn_itsm_mobile), it's recommended that customers stop using the related deprecated features. It's also recommended that applets or applet launchers from both plugins (ITSM Mobile and ITSM Mobile Agent) aren't active at the same time.

    Since the single-click uninstallation of plugins isn't supported, the deprecated plugin isn't deactivated in the base system. Hence, deactivate the applet launchers and notifications that exist in the deprecated ITSM Mobile plugin.

    Procedure

    1. Navigate to All > System Applications > Studio.
    2. From the Select Application pop-up window, open the ITSM Mobile application in the 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 Studio > Applet launchers > Incidents.
        2. From the header menu, make this launcher screen inactive by using the Active toggle switch.
        3. Click Save.
      2. To deactivate the My Approvals launcher screen, perform the following steps:
        1. Navigate to Mobile Studio > Applet launchers > My Approvals.
        2. From the header menu, make this launcher screen inactive by using the Active toggle switch.
        3. Click Save.
      When you log into the ServiceNow Agent app, the deprecated launcher screens aren’t displayed.
      Figure 2. ServiceNow Agent app without deprecated launcher screens
      Screenshot for 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 Notifications > Notifications > Approval assigned to me.
        2. Clear the Active check box.
        3. Click Update.
      2. To deactivate the notifications related to commented incidents, perform the following steps:
        1. Navigate to Notifications > Notifications > Incident commented.
        2. Clear the Active check box.
        3. Click Update.

    Migrate customizations from the ITSM Mobile application scope to the ITSM Mobile Agent scope

    When migrating from ITSM Mobile to ITSM Mobile Agent, an admin must verify if any customizations are defined in the deprecated ITSM Mobile application scope. Such customizations should be deactivated or moved to the ITSM Mobile Agent scope.

    The admin must verify if any custom notifications are defined in the deprecated ITSM Mobile application scope. Such notifications should be deactivated or moved to the ITSM Mobile Agent scope.

    Similarly, the admin must deactivate or move the 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 in the ITSM Mobile Agent application scope.
    • Redefine the code in the ITSM Mobile Agent application scope.