Mobile Agent for Android v18.1.0

  • Release version: Mobile
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Mobile Agent for Android v18.1.0

    The Mobile Agent for Android v18.1.0, released on August 1, 2024, includes crucial fixes and improvements for the ServiceNow mobile application. Customers can download this latest version from the Google Play Store and test its features using a demo account available post-download.

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    Key Features

    • Problem Fixes: This release addresses multiple issues related to functionality and user experience, such as:
      • Approval/rejection of RITM with comments not functioning properly.
      • Prompted topics in Virtual Agent not displaying as buttons.
      • WebRTC API issues affecting microphone and camera access.
      • Incorrect display of old chat icons in Virtual Agent.
      • Redirection issues upon case closure.
      • Incorrect parsing of assignment group values.
      • Problems with opening deep links in mobile publishing apps.
    • Performance Improvements: The update includes various minor bug fixes to enhance overall app performance.

    Key Outcomes

    With this update, ServiceNow customers can expect improved functionality in key areas of the Mobile Agent app, leading to a smoother user experience when managing tasks and communicating through the platform. The fixes implemented ensure that common issues are resolved, enabling users to effectively utilize the app's features without interruptions.

    The Android v18.1.0 release provides fixes for the application.

    Download the latest mobile app version

    To download the latest release, visit the Google Play store. Users can launch a demo to try the ServiceNow Agent app. You can use a demo account from the initial post-download screen or the instance list screen.

    Fixed in this release

    Problem Short description Description Steps to reproduce

    Mobile Android

    PRB1750359

    		 Approving / Rejecting RITM with a comment does not work with reauthentication preconditions The RITM should be rejected or approved but it stays in the reason input screen.

    Mobile Android

    PRB1772263

    		 Prompted topics in Virtual Agent are not shown as buttons Prompted topics in the default chat experience are not shown as buttons in Virtual Agent.
    1. Log in to an instance in Android mobile.
    2. Select the chat icon the bottom right.

    Notice that a prompted topic appears above 'Show me everything' as a normal text/link rather than a button. In iOS it appears as a button with a border and filling color.

    Mobile Android

    PRB1768949

    		 The WebRTC API doesn't work on Android A banner reads 'Please allow your browser to access your microphone and camera'.
    1. Log into a Now Mobile instance.
    2. On Home, select My Call.

      This brings up the AWS calling feature.

    Observe a red banner that reads, 'Please allow your browser to access your microphone and camera'.

    Mobile Android

    PRB1747963

    		 Old chats in Virtual Agent (VA) in Now Mobile don't display the correct VA icon in iOS The same chats for the same user on Now Mobile for Android show the correct icon.

    Mobile Android

    PRB1763421

    		 Closing a case page redirects to the case form page and not a list of RPs Upon closing the case page, the user is redirected to the case form page rather than being redirected to a case creation page that shows a list of RPs.
    1. Log in to the Mobile Agent app as a user with elevated privileges.
    2. Navigate to the work view screen of Agent Workplace.
    3. Select the 'Create a task' icon.
    4. On the 'Create a case' screen, select any of the RP's (for example, 'Submit a general request'), fill in the mandatory fields, and submit.

      On submit, observe the request status screen.

    5. Select the Close button.

    Expected behavior: The user is redirected to a case creation page that shows a list of RPs.

    Actual behavior: The user is redirected back to the case form page.

    Mobile Android

    PRB1768279

    		 A reference field value is not parsed as a text string An 'Assignment Group Field' value under the activities tab of 'Incidents' is displayed as a link instead of simple text in Now Agent.
    1. Log in to an instance.
    2. Open any incident and assign it to 'A' user.
    3. Create an assignment group ending with '.app'.
    4. Change the assignment group on this INC to the newly created assignment group.
    5. Log in to the Now Agent app.
    6. Open 'My Incidents' or 'Tickets created by me'.
    7. Open the affected INC.
    8. Navigate to the 'Activity' tab.

    Observe a link in the Assignment Group Field value.

    Mobile Android

    PRB1771016

    		 Deep links cannot be opened Mobile Publishing apps use the requesting instance to set up Android asset links.
    1. Submit an Android private mobile publishing app.
    2. Install it on the device.
    3. Long press the app icon and navigate to App info > Open by default.

    Expected behavior: In the 'Open by default' list, observe one supported link with the name of the instance on which the mobile publishing app was requested.

    Actual behavior: The 'Open by default' list is empty.

    Mobile Android

    PRB1771016

    		 There is a null pointer exception in the logs The error in the logs reads, 'Fatal Exception: java.lang.NullPointerException: destination.itemId must not be null'.

    This version also includes other minor bug fixes and performance improvements.