Turn off the Zero Trust Access banner on mobile apps

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read

    • Learn how to turn off the banner on mobile app screens where Zero Trust Access (ZTA) is enabled.

    Before you begin

    Role required: Security admin

    About this task

    When ZTA is enabled on your ServiceNow instance, end users see a banner at the top of their mobile app screen each time the network connection state changes. For example, when the end user logs in or when the mobile access token expires, and the instance requests a refreshed token. This can occur several times due to internal app management and end users see this banner every time. While this informs the user when their network connection changes, it can make it difficult to use the mobile app.

    To enhance usability of the mobile app, admins can set the disableZTABanner mobile property to on the instance. When this property is set to True, display of the banner is suppressed on mobile app screens.
    Important:
    By default, this mobile property isn’t set and produces the same behavior as setting the property to False where the ZTA banner displays for all connectionTrue state changes.

    Procedure

    1. Navigate to All > sys_sg_properties.list.
      The Mobile Properties list appears.
    2. In the Mobile Properties list, select New.
      The Mobile Properties form appears.
    3. On the form, fill in the fields.
      Table 1. Mobile properties new record form
      Field Description
      Name
      Name for the mobile property record. Enter disableZTABanner to suppress the ZTA banner on mobile apps when connection state changes.
      Note:
      The record name is case-sensitive and must be entered as disableZTABanner.
      Application

      Application scope where the mobile property is applied. To select a different application scope, select the globe icon (globe image) on the instance banner. Then select Application scope: application_scope.

      For information about how mobile properties are affected by application scope, see Mobile properties.
      Description Description of the mobile property. Enter a description of the property. For example, Turns off the ZTA banner on mobile app screens.
      Type Data type of the mobile property record. Select True/False for the disableZTABanner property.
      Value
      The following values can be entered:
      • To suppress the ZTA banner on mobile apps when connection states change, enter True.
      • To enable the ZTA banner on mobile apps when connection states change, enter False.
      Important:
      By default, this mobile property isn’t set and produces the same behavior as setting the property to False where the ZTA banner displays for all connection state changes.
      Active Option to activate the mobile property. If the check box is cleared, the mobile property isn't activated for use.
      Is Public

      Determines whether the pre_auth property is included in the API response.

      By default, this option is not selected. If you want this property included in the /pre_auth API response, select this checkbox. For more information, see Adaptive Authentication Events.

      Mobile properties with this checkbox enabled are excluded from the /user_client API response.
      Mobile App Config

      Mobile app configuration for which you want to use the mobile property. This setting limits the mobile property behavior to users who have access to this mobile app configuration. Other users don't have access to this mobile property and instead experience default behavior.

      To enter a value, either start entering the application name or select the search icon (magnifying glass image). The search dialog box lists the configurations from which you can choose.

      Select one of the following mobile app configs:
      • Mobile Agent
      • Now Mobile
      Mobile Application

      Mobile application to which you want to send the mobile property. This setting limits the mobile property behavior to users who have access to this mobile app. Other users don't have access to this mobile property and instead experience default behavior.

      To enter a value, either start to type the application name or select the search icon (magnifying glass image). The search dialog box lists the applications from which you can choose.

      Select one of the following mobile applications:
      • If you selected Mobile Agent for the Mobile App Config, select Agent.
      • If you selected Now Mobile for the Mobile App Config, select Request.
    4. Select Submit.

    What to do next

    After updating this property, the end user must pull to refresh and get the latest feature configurations.