Mobile Platform release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Mobile Platform release notes Australia Release

    The ServiceNow Mobile Platform enables users to access their ServiceNow instance securely and efficiently from mobile devices. The Australia release introduces significant enhancements focused on offline capabilities, security, AI-powered assistance, and improved usability tailored for mobile environments.

    Show full answer Show less

    Key Features

    • Mobile Offline Enhancements: Users can now start forms online and continue editing offline with full data restoration, including attachments and comments. Changes sync automatically when connectivity is restored. Offline support extends to descriptive elements and input actions, with improved outbox efficiency combining saved and submitted data.
    • Dedicated mobileadmin Role: A new role specifically for administrators managing mobile app configurations, providing targeted permissions to enhance security and reduce dependency on broad admin roles.
    • Shared Device Access: Multiple users can securely access a single ServiceNow account on shared mobile devices using personalized PINs, streamlining authentication in shared-device environments.
    • Configurable PIN Timeout: Administrators can set custom inactivity timeouts for PIN re-entry, reinforcing security across different mobile apps.
    • Dynamic Variable Support: Record screens now support dynamic field values through scripting, enabling features such as translated content display within emails.
    • Mobile AI Voice Agent: Real-time AI-powered voice assistant accessible on mobile devices with live conversation transcripts that can be saved or shared.
    • Push Notifications for Logged-Out Users: Critical updates can be pushed to users even when they are logged out, ensuring timely information delivery.
    • Voice Agent SDK Support: Enables Voice Agent functionality in SDK-based mobile applications with custom app configuration.
    • Premium Chat Integration: Virtual Agent Premium Chat offers a full-featured web-based chat experience within the mobile app.
    • UI Improvements: Live previews in Mobile App Builder, auto-loading of records and components, customizable Virtual Agent branding, chat launch from search results, and background call handling with mute/unmute controls from the home or lock screen.

    Additional Enhancements

    • Enhanced pre-login page customization for better branded login button placement and improved secure authentication flows.
    • Adjustable Virtual Agent tone and response lengths for better conversational experience.
    • Suggested actions available across all agentic workflows.
    • Support for up to two top action buttons on input form screens on mobile devices.
    • Markdown support for rendering tables in Virtual Agent to maintain consistent table sizing.
    • Option to disable mobile impersonation functionality to hide impersonation features regardless of user roles.
    • Expanded supported file types for attachments including common document and image formats.
    • Field service agents can upload attachments in the background after submitting work order task forms with automatic retries on failed uploads, improving efficiency in unreliable networks.
    • Improved readability on tablet devices for better accessibility.

    Terminology Change

    The terms “instance” and “instances” have been renamed to “account” and “accounts” on mobile devices starting with this release, aligning mobile terminology with platform accounts.

    Activation and Security

    The Mobile Platform is an AI Platform feature active by default, with configurable security properties to enhance access control and user experience on mobile devices.

    The ServiceNow® Mobile Platform application enables you to access your ServiceNow instance from anywhere. Mobile Platform was enhanced and updated in the Australia release.

    Mobile Platform highlights for the Australia release

    • Speak with an AI-powered voice assistant directly from your mobile device.
    • Use the enhanced mobile offline capabilities, including seamless online-to-offline continuity.
    • Assign the new mobile_admin role to administrators who specifically configure mobile applications.
    • Enable multiple users to securely access a single ServiceNow account from shared mobile devices.

    See Mobile Platform for more information.

    New in the Australia release

    Mobile offline enhancements
    Use the following enhancements added to the mobile offline capability:
    • Use the seamless online-to-offline continuity, by enabling users to start a form online, save it, and then proceed offline. While offline, users can continue viewing and editing the same data, including attachments, comments, and navigation, for uninterrupted productivity in low or no-connectivity environments. All changes automatically sync after your connection is restored.
    • Save or submit forms offline, and reopen them later while still offline with all data fully restored.
    • Support of offline capabilities for descriptive elements in input forms.
    • Support of offline capabilities for input actions in input forms.
    • Improved outbox efficiency for input forms by continually combining saved and submitted data.
    Dedicated mobile_admin role for mobile configuration
    Assign the new mobile_admin role to administrators who configure mobile applications, granting them precisely the permissions needed to complete their tasks. This new role helps reduce reliance on the broader admin role for controlled, secure access of your ServiceNow® account.
    Enable multiple users to work on a shared device
    Enable multiple users to securely log into a ServiceNow single account from shared mobile devices. This feature is beneficial in environments where devices are not personal, as it offers secure and personalized access through user-configured PINs, eliminating the need for repetitive full authentications.
    Note:
    From the Australia version and above, the terms instance and instances have been renamed as account and accounts on mobile devices. Accounts are a reflection of platform instances on a mobile device and work in the same way, only the terminology has changed.
    Configurable timing for PIN application timeout
    Configure a new property to define the PIN timeout for different ServiceNow mobile apps. This configuration helps reinforce security by controlling how long users are can remain inactive before being required to reenter their PIN.
    Dynamic variable support in record screens
    Use the script screen field in record screens to display dynamic field values. For example, you can display translated content for dynamic variables within an email.
    Mobile AI Voice Agent
    Speak with an AI-powered voice assistant on your mobile device for real-time support. Follow along with live conversation transcripts that can also be saved or shared after the call.
    Push notifications for logged-out users
    Configure push notifications to be sent to users even when they’re logged out so critical updates aren't missed.
    Mobile Voice Agent SDK support
    Enable Voice Agent in SDK-based mobile applications by configuring the External Applications section within the Voice Assistant configuration. Admins with an SDK app configured on the instance can select and save a custom app to activate Voice Agent for that SDK application.
    Premium chat for mobile Virtual Agent
    Premium Chat opens a web-based chat experience within your mobile app, ensuring that every feature configured for the web is accessible on your mobile device.

    UI changes

    Mobile App Builder live component previews
    Support was added for live component previews to the following:
    • Input form screens
    • Navigation tabs
    • Mobile app configurations
    • UI rules
    Mobile App Builder auto-loading
    Auto-load records and its downstream components when opening a record for the first time.
    Product branding in Virtual Agent
    Add custom in-product branding to Virtual Agent.
    Chat button in standard search results
    Launch Virtual Agent directly from your standard search results to chat with the Virtual Agent about the selected search result.
    Mobile Voice Agent background calling

    Continue a Voice Agent call after backgrounding the mobile app on iOS and Android. Mute, unmute, or end the call from the home screen or lock screen without returning to the app.

    Changed in this release

    Enhanced prelogin page customization
    Configure the placement of the branded landing page login button to be either in the top menu header or as a part of the web page. Integrating the button into a web page helps you to implement a secure flow that addresses issues like short authentication session lifetimes.
    Tone in Virtual Agent
    Adjust the Virtual Agent tone and response lengths in Assistant Designer.
    Suggested actions
    Configure suggested actions across all agentic workflows.
    Input form screen buttons
    Enable up to two top action buttons on mobile device input forms that have the Screen presentation attribute.
    Markdown support for tables in Virtual Agent
    Render tables in Virtual Agent with markdown support to keep table sizing consistent.
    Turn off mobile impersonation
    Configure the impersonationEnabled property to turn off mobile impersonation functionality. With this property, administrators can hide the impersonation option from the mobile app, regardless of assigned user roles.
    The following changes have been made:
    • Expanded the supported file types to include all of the following: PDF, DOC, DOCX, XLS, XLSX, PPT, PPTX, JPG, JPEG, PNG
    • Field service agents can now upload attachments in the background after submitting a work order task form, eliminating wait time caused by slow or unreliable network connections. Failed uploads retry automatically, so agents can move to their next task without interruption.

    Activation information

    Mobile Platform is a ServiceNow AI Platform feature that is active by default.

    Accessibility information

    Improved readability on tablet devices.