Mobile barcode scanning

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Mobile barcode scanning

    ServiceNow’s mobile applications for iOS and Android enable users to scan barcodes directly into their instances using their mobile device cameras. This capability streamlines data entry for assets by reducing manual input and supporting multiple scanning workflows, enhancing efficiency and accuracy in asset management.

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    Key Features

    • Multi-scan Barcode Scanning: Allows users to scan multiple barcodes sequentially without exiting the scanning interface, speeding up asset information capture. Users can review scanned items before submission.
    • Grouped Barcode Scanning: Supports scanning multiple related barcodes (e.g., asset number, serial number, model number) grouped into a single set, configurable via buttons for streamlined input.
    • Supported Barcode Types:
      • 1D Barcodes (iOS and Android): EAN-13, EAN-8, UPC-A, UPC-E, Code-39, Code-93, Code-128, ITF, Codabar.
      • Additional 1D Types (iOS only): Code 39 Full ASCII, Code 93i, GS1 DataBar variants, MSI.
      • 2D Barcodes (iOS and Android): QR Code, Data Matrix, PDF-417, AZTEC.
      • Additional 2D Types (iOS only): MicroPDF417, MicroQR.

      Note: Code-128 and Code-39 scanning on Android may be inconsistent due to known issues; enabling enhanced barcode scanning is recommended for better accuracy.

    • Zebra Scanning Devices (Android): ServiceNow mobile apps support most Zebra scanning devices when the Zebra device camera permission is denied for the app. The scanner outputs results directly into barcode input fields, with options to modify output behavior (e.g., adding return or tab keys) to facilitate smooth multi-barcode scanning.
    • Improved iOS Barcode Scanner: Starting with version 18.3, iOS apps use a new scanning framework that enhances reliability and barcode type support, though it may not be compatible with some older iOS devices.

    Practical Guidance for Customers

    • Scan in well-lit environments and keep your device steady to maximize scan accuracy.
    • Use the flashlight feature on mobile devices if lighting is insufficient.
    • Configure grouped inputs and multi-scan capabilities in your instance to enable efficient sequential scanning workflows.
    • For Android users integrating Zebra scanners, ensure camera permissions are configured correctly to allow scanner operation.
    • Monitor device compatibility especially on iOS when leveraging the new barcode scanning framework introduced in version 18.3.

    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.