Mobile barcode scanning

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Mobile barcode scanning

    ServiceNow's mobile barcode scanning feature allows users to utilize their mobile device cameras to efficiently scan barcodes directly into their instance using the ServiceNow mobile applications on iOS and Android. This capability accelerates data entry for assets and improves accuracy compared to manual input.

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    Key Features

    • Multi-scan barcode scanning: Users can scan multiple barcodes sequentially within a single scanning session without exiting the interface. This streamlines data capture and allows reviewing a list of scanned items before submission.
    • Grouped barcode scanning: Enables scanning and grouping of multiple related barcodes (e.g., asset number, serial number, model number) as a single set, configurable via buttons to enhance workflow efficiency.
    • Supported barcode types: ServiceNow mobile apps support a wide range of 1D and 2D barcode formats on both platforms, with certain advanced types available exclusively on iOS. Note that Code-128 and Code-39 scanning on Android may have inconsistencies due to known library issues; enabling enhanced barcode scanning can improve accuracy.
    • Zebra scanning device integration: Android users can leverage Zebra external scanners with the ServiceNow mobile app, provided camera permissions for the Zebra device are disabled in the app settings. The scanner inputs barcode data directly into QR/Barcode input fields, and can be configured for advanced features like adding a tab key after scanning to facilitate multi-barcode entry.
    • Improved iOS scanner framework: From ServiceNow iOS app version 18.3 onward, a new barcode scanning framework enhances reliability and barcode type compatibility, although it may not support some older iOS devices.

    Practical Considerations for Customers

    • Perform barcode scanning in well-lit environments and keep the device camera steady to ensure accurate scans.
    • Use flashlight features on mobile devices as needed to improve scanning conditions.
    • Configure grouped inputs and multi-scan buttons to optimize workflows that require capturing multiple barcodes rapidly.
    • Be aware of platform-specific barcode support and scan reliability nuances, especially on Android devices with Code-128 and Code-39 barcodes.
    • For enhanced external scanning capabilities, integrate Zebra devices on Android with appropriate permission settings and optionally configure scan output behavior for seamless data entry.

    By leveraging these features, ServiceNow customers can expect faster, more accurate asset data collection and improved mobile scanning workflows within their ServiceNow environment.

    Use the camera on your mobile device to scan barcodes into your instance using mobile applications.

    Multi-scan barcode scanning

    To scan barcodes as accurately as possible, make sure that you:
    • Scan in a well-lit environment. Both Android and iOS mobile devices have flashlight apps that you can use to make sure your device's camera has adequate light to scan barcodes accurately.
    • Keep the device camera in a steady position while scanning. If the camera is shaking, barcode scans will become blurred and inaccurate.

    Use multi-scan to scan multiple barcodes sequentially without leaving the scanning interface. Enter information for your assets faster than manual entry or individual scans. After scanning in multiple barcodes, end users can review a list of their scanned items.

    		 Multi-scan interface

    Grouped barcode scanning

    Use grouped barcode scanning to scan multiple barcodes and group them into a set. For example, a single item that has an asset number, serial number, and model number. You can configure a button to use grouped entries to accept multiple barcode scans.

    		 Group scan interface

    Supported barcode types

    The ServiceNow mobile apps for iOS and Android support scanning the following barcode types:
    Note:
    • Code-128 and Code-39 barcode scanning isn’t consistent on Android devices due to a known open issue with Android libraries. Incorrect scanned values might be intermittently returned. For more accurate barcode scanning, see Enable enhanced barcode scanning.
    • Starting with version 18.3 of ServiceNow iOS apps, the barcode scanner uses a new framework that improves its reliability, ease of use, and enables scanning a wider variety of barcode types. However, the new barcode scanner framework isn't compatible with some older iOS devices. See KB1702599 on the ServiceNow Support website for details. You must be logged in to the website to view this content.
    • 1D barcodes:
      • Both iOS and Android: EAN-13, EAN-8, UPC-A, UPC-E, Code-39, Code-93, Code-128, ITF, Codabar
      • iOS only: Code 39 Full ASCII, Code 93i, GS1 DataBar, GS1 DataBar Expanded, GS1 DataBar Limited, MSI
    • 2D barcodes:
      • Both iOS and Android: QR Code, Data Matrix, PDF-417, AZTEC
      • iOS only: MicroPDF417, MicroQR

    Zebra scanning devices

    The Android version of ServiceNow mobile apps can be used with most Zebra scanning devices. The scanner only works when permissions for the Zebra device camera have been denied for the ServiceNow mobile app. If you have already granted permissions to the Zebra device camera, you can turn them off in the settings for the Zebra device. In the ServiceNow app, when the cursor is in a QR/Barcode input field, the scanner outputs the results. End users can modify the barcode output to include a return/enter string at the end of each scan with other apps, such as DataWedge.

    For more information, see Enable barcode scanning with an external scanner. Also refer to Add a Tab Key after Scanning a Barcode in the Zebra documentation. This article explains how to add a tab key which automatically moves the scanner cursor when scanning multiple barcodes.