Mobile Classic Android v2.1

  • Release version: Mobile
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Mobile Classic Android v2.1

    The Mobile Classic Android v2.1 release focuses on resolving several usability and stability issues within the Android app. This update ensures smoother access to key features such as Knowledge Management, incident email previews, and user profiles. It also addresses app crashes and enhances push notification functionality.

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    ServiceNow customers are encouraged to download this release from the Google Play store to benefit from these fixes. Additionally, several new ServiceNow mobile apps are available, including Mobile Agent, Now Mobile, Mobile Onboarding, and Now Support, offering the latest mobile capabilities.

    Key Fixes and Improvements

    • PDF Attachments in Knowledge Management: Fixed an issue where users could not open attached PDF files in Knowledge Management on Android. Previously, clicking PDF links did not download or open the files, unlike on iOS or Mobile UI.
    • Incident Email Preview: Resolved a problem where tapping email preview cells in incidents did not open email contents on Android, ensuring consistent behavior with iPhone.
    • Reference Field ‘Clear’ Button: Addressed the missing 'Clear' button in reference fields on Android forms, enabling users to clear fields as they can on iPhone.
    • User Profile Loading on Tablets: Corrected the behavior so that tapping a user record on an Android tablet opens the user profile view instead of the record detail.
    • App Stability and Crash Fixes: Fixed random crashes caused by various conditions such as invalid chat input, loading large lists, quick navigation, and loading user avatars with missing names.
    • Push Notification Buttons: Enhanced native app support to include "Accept / Decline" buttons on push notifications for improved user interaction.

    Practical Impact for ServiceNow Customers

    With this release, Android users of Mobile Classic can expect improved reliability and a more consistent user experience aligned with iOS behavior. The fixes enable seamless interaction with knowledge articles, incident communications, and user profiles, which are critical for efficient service management on mobile devices.

    Furthermore, the crash fixes enhance app stability during typical user workflows, reducing disruptions. Enhanced push notifications provide better engagement options directly from the notification interface.

    For customers seeking newer mobile capabilities, exploring the new ServiceNow mobile apps is recommended to leverage the latest innovations and features.

    The Mobile Classic Android v2.1 release provides problem fixes.

    Download the latest Mobile Classic version

    To download the latest release, visit the Google Play store.

    Important:
    There are several new ServiceNow mobile apps, including Mobile Agent, Now Mobile, Mobile Onboarding, and Now Support. Check out these new apps for the latest features and capabilities.

    Fixed in this release

    Problem Short description Description Steps to reproduce

    Mobile

    PRB718570

    		 Users cannot open attached PDF files from Knowledge Management using the Android app

    In an OOB Helsinki instance:

    1. Ensure that you have a KB that has an attached PDF file.
    2. Connect to your test instance with the Android native app.
    3. Navigate to Knowledge Bases > IT > your test KB.

    Notice that the that clicking on the link does not download the PDF attachment or open the knowledge article. If you repeat the above steps with the iOS app or Mobile UI on Android, you are able to access the article.

    Mobile

    PRB721868

    		 In the Android app, tapping the email preview cell in an incident does not open up the email contents This issue is not present for iPhone users.
    1. Open any incident that contains email messages in the correspondence section.
    2. Tap one of the email previews that includes 'Email Sent', Subject, To/From.

    Expected behavior: This should open up a new page that displays the email contents.

    Actual behavior: Nothing visual occurs.

    Mobile

    PRB723229

    		 On the Android app, reference fields on forms do not have a 'Clear' button like they do on the iPhone app Without this 'Clear' button, there is no way to clear out reference fields.
    1. Open any incident.
    2. Find a reference field (e.g. Caller). If it is empty, add a caller.
    3. Open the field by clicking the magnifying glass.

    Note that there appears to be no way to clear out the field once it is no longer empty.

    Expected behavior: There should be a 'clear' button like there is on the iPhone app.

    Actual behavior: There is no 'clear' button.

    Mobile

    PRB734628

    		 Loading a user record on an Android tablet should open the user profile Loading a user record on an Android tablet should open a profile view of that user, but clicking on a user record opens a record detail for the user on the native Android app.

    Mobile

    PRB734635

    		 Fix Android application crashes reported via crash reporting tool Various conditions can cause the Android application to crash.

    The following example conditions do not always produce a crash, but these are the conditions where the crash may occur randomly:

    • Enter invalid text into the Connect chat text box and tap Send.
    • Open a list that loads a large number of records. Scroll down to ensure a large number of the records are loaded into memory and then edit the Filter.
    • Load the navigator and quickly go back.
    • Hitting the back button can randomly cause a crash.
    • Any page loading a user avatar when the platform returns a space for the user's name.

    Mobile

    PRB736838

    		 Native mobile apps should support "Accept / Decline" push notification buttons