Mobile Agent - BlackBerry for Android v18.1.0

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

    The Mobile Agent - BlackBerry for Android v18.1.0, released on August 1, 2024, includes essential fixes and performance improvements aimed at enhancing user experience. Customers can download the latest version from the Google Play store and also access a demo account post-download.

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    Key Features

    • Bug Fixes: This release addresses multiple issues, including:
    • Approval/Rejection issues with RITM comments due to reauthentication preconditions.
    • Lack of button representation for prompted topics in Virtual Agent chat experience.
    • WebRTC API functionality improvements for AWS calling features.
    • Icon display for old chats in Virtual Agent.
    • Redirection issues upon closing a case page.
    • Parsing issues with reference field values in incidents.
    • Deep link accessibility improvements for mobile publishing apps.
    • Null pointer exceptions in logs addressed.

    Key Outcomes

    With this update, users can expect a more reliable and efficient experience while using the Mobile Agent app. The fixes enable smoother interactions with the ServiceNow platform, improving overall task management and communication within the app. Users will benefit from an enhanced chat interface, better incident handling, and more stable performance. Following the update, customers can anticipate reduced error occurrences and improved functionality across various features.

    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.