Now Support for Android v20.0.0

The Android v20.0.0 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 PRB1891024	Mobile UX analytics data collection fails due to a change in the certification authority	Validation fails and data isn’t sent when the certification authority changes.
Mobile Android PRB1866637	A custom map's single input doesn't display in full-screen mode	When a custom map input is a single visible input, an input form screen should display in full-screen mode.
Mobile Android PRB1868822	CabrilloBackPressHandler.flowEnded() can inadvertently back the user out of the entire application	When a catalog item is submitted and the Close button is selected, the app crashes and sends the user back to the Android home screen.	Log in to the Agent app. Select the Home-web tab. Select the Marketing channel and select Raise Request. Select the catalog items (for example, 'MySales (SFDC) functional...') and follow the screen instructions to submit the catalog item. Select the Close button. Expected behavior: The catalog item page is closed and sends the user back to the previous screen. Actual behavior: The app is closed/crashed and sends the user back to the Android home screen.
Mobile Android PRB1774419	Issue with the auto-fill multi-select input parameter	When only a single value is set for the LIST field, the parameter screen auto-fills the input as expected and displays the selected value. However, when multiple values are selected, the parameter screen does not auto-fill and does not display the selected value.	Create a field description as string and test as List type. Log in to now agent. Navigate to problem Launcher. Select any problem and select the three dots on top to edit it. Notice that when multiple values are selected, the parameter screen does not auto-fill and does not display the selected value.
Mobile Android PRB1869910	A web view session automatically logs out after switching tabs when the mobile web screen is configured as the home tab		Launch the app and log in. Wait for the page (Home tab) to load. Navigate to the Notification tab Notice that WebView session is out of sync in the logcat in the error flow. Switch back to the Webpage tab. Select Check Your Ticket. Notice that the SSO page does not open.
Mobile Android PRB1859107	When the user submits a case they land on the case creation page	The user should land on the Catalog Item page.	In Android navigate to Create case > Submit > Close. Observe that the user lands on the case creation form instead of the Catalog item page.
Mobile Android PRB1868910	The parameter screen ignores device rotation settings	When the barcode scanner screen is opened but the scanner doesn't appear, the current logic switches the device to rotate based on the device sensors (auto-rotate). This behavior can occur on any instance in either a fulfiller or requester app where the configuration for the parameter scanning screen (single or multiple) is set to not open when shown.	On the device, turn off auto- rotation so the device is locked in portrait mode. Open the app and navigate to the parameter screen with the scanner page. Rotate the phone. Expected behavior: The app should respect the hardware settings. Actual behavior: The scanner screen embedded in the parameter screen rotates.
Mobile Android PRB1861694	The wrong word is used as the Finnish translation of the date range indicator 'at'	When the system language and the preferred language of the Agent app is Finnish (Suomi), the word 'kohteessa' is used instead of 'klo' as a translation of the date range indicator 'at'.	Change the system language and the preferred language of the Agent app to Finnish (Suomi). Log in to the app. Open the second tab 'My work'. Select the + icon and then select Date Input Test. An input form screen with a date field is shown. Select any date and time from the date picker. Expected behavior: The string says '<date value> klo <date value>'. Actual behavior: The string says '<date value> kohteessa <date value>'.
Mobile Android PRB1876265	Genius results view does not render HTML	Genius results that include HTML are not properly rendered. Instead, the entirety of the raw text is shown, including HTML tags.	Log in as an admin. In the navigation search bar, enter 'Link for replacing my laptop'. Select Show more on the card. Select the link on the card. Expected behavior: The genius result should contain a selectable hyperlink to the appropriate request. Actual behavior: The URL for what should be a hyperlink shows up inside an HTML tag. For example, the raw HTML is shown rather than being rendered.
Mobile Android PRB1864255	The notification category list appears blank	A default theme with a white text color is applied, which appears blank against a white background.	Navigate to More > Settings > Preferences > Notifications. Observe that the notification category titles are blank.
Mobile Android PRB1875307	The user is navigated to an empty list screen after an offline action	While offline, when using the legacy parameters screen to perform an action on an asset via swipe action, the user is navigated back to a blank screen (an empty list screen). If the user taps Back, they see another blank screen (another empty list screen). If they tap Back once more, they are sent to the home screen. If they tap back through those list screens, they see the lists populated with records, including an offline update for the action they made.
Mobile Android PRB1890267	In Now Support, a deep link to a case that was created during an impersonation fails to load a valid page	The created case shows details about the logged in user/base user instead of the impersonated user, and user isn’t able to view the case.
Mobile Android PRB1865339	Default list and form screens open instead of URLs with base instance configuration	A fix for URL transformation inadvertently brings in default list and form screen builders when a URL matches a well-known platform list or record URL.	Add a link to a standard form or list URL such as incident_list or incident.do?sys_id={sys_id} using a link URL function. Open the link in the app. Expected behavior: The URL opens in an internal web browser. Actual behavior: A default native list or form screen is opened.
Mobile Android PRB1879313	Location tracking frequency is converted to 0 if the value is less than 60 seconds	The location tracking frequency should be five seconds but it is instead set to 0.	Log in to the Agent app. Navigate to settings and enable manual location tracking. Check the tracking coordinates on sys_mobile_devices table on the column 'Location timestamp'. Expected behavior: The location tracking frequency should be 5 seconds. Actual behavior: The location tracking frequency is set to 0.
Mobile Android PRB1887024	An unexpected option is available in a single-select bottom sheet	Three options appear, one of which is 'Archive folder'.	Select the quick action button to launch chat. Start a new conversation. Select Show me everything. Select See all on the line with IT Topics. Select Email Retention Policy. When prompted, select Archive folder and wait for a number of Virtual Agent responses to come in. Expected behavior: When the next bottom sheet shows, there should be two options (no Archive folder). Actual behavior: When the next bottom sheet shows, there are three options, one of which is Archive folder.
Mobile Android PRB1847355	A mobile web screen inside a record screen performs a refresh when scrolling up on Android devices	Mobile web screens, when configured as a record screen segment within record screens, cause Android devices to refresh the Mobile web screen destination URL when scrolling up.	Open ITSM Mobile Agent. Create a Mobile web screen (sys_sg_browser_screen) with the URL set to /now/sow/list. Add the same Mobile web screen to any record screen (sys_sg_form_screen) via the 'Record screen segments' Related List. Log in to Now Agent via an Android device. Perform global search for any table corresponding to the record screen and open that record. Select the Mobile web screen tab. Scroll to the bottom and scroll up. Expected behavior: The page scrolls up. Actual behavior: The page performs a pull-down refresh.
Mobile Android PRB1888119	In Virtual Agent, topic source links are redirected to a 'Record not found' page on mobile	When the user receives the a response and tries to open a topic-related source link, they are redirected to a 'Record not found' page.
Mobile Android PRB1853769	Attachments are missing in questionnaires if the user saves the input form first and submits it later	The filled data and attachment should be present in a submitted questionnaire, but they are missing from the questionnaire upon submission.	Log in to the instance. Open WOT. Open the questionnaire form, fill in the details, and select an attachment. Without selecting Submit, press the Back button. Wait for a message that says something like 'The form is saved locally'. Select a questionnaire. Observe that the form is loaded with the previously filled data and attachment. Select Submit. Expected behavior: The filled data and attachment should be present in a submitted questionnaire. Actual behavior: The attachment is missing.
Mobile Android PRB1848008	There is a delay when the Next button is activated/deactivated on an input form screen allows the bypass of a required field validation	When a required field on input form screen is populated and then cleared there is a delay before the Next button on the page is deactivated. Due to this delay it is possible for the user to quickly select the Next button and navigate to the next page. This means it will then be possible for the record to be saved with a null value in the field that was configured to be required.
Mobile Android PRB1872812	Connection timeout when connecting to an instance	When connecting to an instance, an exception occurs after 10 seconds.
Mobile Android PRB1890812	The Virtual Agent bot display name does not appear correctly for all message types		Navigate to the Home launcher. Select the chat icon located in the lower right. Observe that the Virtual Agent avatar icon name is 'Virtual Agent @'. Select Start a new conversation. Type 'I need a laptop'. Select (catalog) Loaner laptop. Expected behavior: 'Virtual Agent @' appears for all messages. Actual behavior: Virtual Agent has changed its name to 'Virtual Agent'.
Mobile Android PRB1881465	The scanner fails to display the tracking number field	The tracking number field does not display.	Log in to the Agent app. Select Outbound under the Warehouse section of Asset tab. Enter any number or text on the Space field under the 'Prepare for Outbound' screen and select Next while the keyboard remains open. Expected behavior: The tracking number field should be displayed. Actual behavior: The tracking number field does not display.

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