Mobile Agent - BlackBerry for iOS v21.3.0

  • Release version: Mobile
  • Updated May 5, 2026
  • 4 minutes to read
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    Summary of Mobile Agent - BlackBerry for iOS v21.3.0

    The Mobile Agent BlackBerry app for iOS version 21.3.0 focuses on addressing multiple application bugs and improving stability. This release ensures smoother operation for ServiceNow users by fixing issues related to date handling, file uploads, app crashes, form actions, and offline functionality. Users can download this version from the Apple App Store or try a demo account within the app.

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    Key Fixes and Improvements

    • Date Handling: Corrects the default date on the reservation screen to show the current date instead of yesterday, ensuring accurate scheduling.
    • Time Display Consistency: Aligns scheduled start and estimated end times between the mobile app and the ServiceNow platform.
    • File Upload Stability: Resolves app crashes and upload hangs occurring during file uploads in impersonation mode.
    • App Crash Prevention: Fixes crashes caused by badge count overflows on iOS devices.
    • Action Writeback Errors: Addresses HTTP 500 errors when submitting actions with parameter screens combined with server-side redirection, enabling successful task closures.
    • Session and Refresh Handling: Restores the last viewed page after session timeouts or pull-to-refresh actions for better user continuity.
    • Form Submission Responsiveness: Ensures Submit and Cancel buttons remain responsive after writeback errors on action item forms, preventing users from needing to force-close the app.
    • UI Element Visibility: Fixes the missing Filter button on list screens when pagination loads additional items, improving navigation.
    • Notification Accuracy: Prevents incorrect instance alerts when tapping notifications in the app’s Notifications tab.
    • Questionnaire Stability: Resolves crashes when opening smart assessments containing rich text descriptive elements.
    • Offline Attachment Visibility: Corrects issues where photos attached to new defect forms offline do not appear immediately in Attachments or Activity Stream until sync completes.

    Practical Impact for ServiceNow Customers

    This update significantly enhances user experience by fixing critical bugs that interfere with scheduling, task management, file handling, and offline workflows. Customers relying on the Mobile Agent app for field service, task tracking, and incident reporting can expect improved reliability, accurate data synchronization, and a more responsive interface. The fixes reduce disruptions like app crashes and unresponsive controls, enabling smoother daily operations.

    ServiceNow customers should update to this version promptly to benefit from these stability improvements and ensure consistent interaction between the mobile app and the ServiceNow platform.

    The iOS v21.3.0 release provides fixes for the application.

    Download the latest mobile app version

    To download the latest release, visit the Apple App Store. Users can launch a demo to try the Mobile Agent. 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

    iOS Mobile

    PRB1991062

    		 Default date in the reservation screen is set to yesterday instead of today The default date automatically fills the Date field on the 'Make a reservation' screen with yesterday's date instead of today.
    1. In the action menu select Make a reservation.
    2. Navigate to Desks > Browse all.
    3. Toggle all-day to On, check the Date field.

    Notice that the auto-filled date is not the current date.

    iOS Mobile

    PRB2001344

    		 The date shown on the mobile device is not the same one displayed in the platform Scheduled start and Estimate end time is not the same between the Mobile Agent App on iPhone and the platform.

    iOS Mobile

    PRB2006489

    		 A NSGenericException Task gets created in a session that has been invalidated File upload gets stuck or the app crashes while uploading files in impersonation mode.
    1. Log in to the Agent app.
    2. Impersonate an agent.
    3. Open WOT > Activity > Stream.
    4. Upload any attachment.

    Expected behavior: The upload should be successful.

    Actual behavior: The upload gets stuck and the app intermittently crashes.

    iOS Mobile

    PRB2011334

    		 The Agent app crashes on iOS devices When the user has a badge count over a certain value, the initializer traps with a fatal integer overflow, causing the app to crash.

    iOS Mobile

    PRB2006738

    		 iOS writeback returns HTTP 500 when an action has a parameter screen and AutoRedirectDestinationId is configured When an action has both a parameter screen (ParameterData) and an AutoRedirectDestinationId configured server-side, the iOS mobile client includes DestinationSubmittedForm in the writeback request alongside ParameterData. The server does not accept this combination and returns HTTP 500.
    1. Configure a WOT close action (or any action with a parameter screen) on a ServiceNow instance that has AutoRedirectDestinationId set in the action's redirection configuration.
    2. Open the iOS Agent app and navigate to a Work Order Task record.
    3. Select the Close button to open the parameter screen.
    4. Fill in the required inputs (close code, actual quantity, work notes).
    5. Select Submit.

    Expected behavior: The writeback request is submitted successfully. The server responds 200 and the WOT is closed.

    Actual behavior: The server returns HTTP 500 and the WOT close action fails.

    iOS Mobile

    PRB2011561

    		 Restore the last page when pulling to refresh or session timeout When the user reactivates their hybrid webpage session after timeout (due to inactivity, backgrounding, or locking) or performs a pull-to-refresh, they are not returned to their last visited page.

    iOS Mobile

    PRB2009678

    		 Submit/Cancel buttons freeze after a writeback error on an action item form When filling in an action item form (for example, a labor action item on a case), submission returns a server-side error. The error banner is shown correctly but the Submit and Cancel buttons on the form become completely unresponsive. The user cannot retry submission or dismiss the form — the only recovery is to force-close the app.
    1. Open a case in iOS Agent Mobile.
    2. Tap an action item (for example, Log Labor) to open the action item form (SGFormViewController).
    3. Fill in the form fields.
    4. Select Submit.

      Observe that the server-side error banner appears at the top of the screen.

    5. Attempt to tap Submit again (to retry) or Cancel (to dismiss).

    Expected behavior: Selecting Submit retries the writeback. Selecting Cancel dismisses the form.

    Actual behavior: Both Submit and Cancel are completely unresponsive.

    iOS Mobile

    PRB2004817

    		 The Filter button on list screens is hidden when the initial page load returns only one item and never re-appears after more items load via pagination The Filter button should be shown on the top-right of the list screen if more than one item is displayed, but it doesn't appear.

    iOS Mobile

    PRB2011924

    		 Change Instance Alert is shown to the user when a notification is tapped on in the 'Notifications' tab for the same instance

    iOS Mobile

    PRB2007442

    		 A smart assessment crashes when a descriptive element is set as richText The application crashes.
    1. Navigate to My work > My schedule and select a date.
    2. Open a Work Order Task that is in 'Work in progress'.
    3. Select Take Questionnaire.
    4. Open the available questionnaire.
    1. Expected behavior: The questionnaire opens.
    2. Actual behavior: The application crashes.

    iOS Mobile

    PRB2008581

    		 An offline new-defect form photo is not visible in the Attachments/Activity Stream until sync When a new record is created offline via the New Defect Form, callAddAttachmentsScript (CellsContainerTemplateHandler+Redirection.swift) returns early without calling addParameterScreenAttachments, so the offline document cache is never updated with the form-input attachment.
    1. Put the device into airplane mode (fully offline).
    2. Open the app and navigate to the New Defect Form.
    3. Fill in the required fields and attach a photo from the camera or photo library.
    4. Submit the form.
    5. Open the newly created defect from the All Defects opened by me list.

      Observe that the Attachments and Activity Stream sections show 'No data available' and the photo is not visible.

    6. For comparison, add a second photo directly from the Activity Stream (still offline).

      This photo appears immediately.

    7. Restore network connectivity and allow the app to sync.

    Expected behavior: The form photo is visible in Attachments and Activity Stream immediately after the defect is created, without requiring sync.

    Actual behavior: The form photo is invisible until sync completes.

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