Mobile Publishing - Configuration for Deep Links & Universal Links Deep Links and Universal Links have a distinct difference. A Deep Link is a type of link that can open a native app and navigate to a screen in the mobile application. If the app is not installed, the deep link will fail as the app must be installed for deep links to work. A deep link follows the format https://instance.service-now.com/deeplink/snrequest/... A Universal Link is a type of link that can open a mobile app and navigate to a screen in the mobile application. If the app is not installed on the device where the link is opened, the link will take the user to the Apple App Store or Android Play Store listing to install the application, then once downloaded and logged into the application, the app will proceed to follow the link and navigate to a screen in the mobile application. A universal link follows the format https://snmobile.app/links/?snapp=mobile/... Only one can be enabled on the ServiceNow instance, and the MobileDeepLinkGenerator will generate links according to what is configured. GA Customers using the Public Now Mobile or Agent Apps offered by ServiceNow By default, Deep Links is configured for all GA mobile apps out of the box. If customers would like to enable Universal Links, they can do so by following the documentation here: https://docs.servicenow.com/en-US/bundle/utah-mobile/page/administer/tablet-mobile-ui/task/universal-linking-enable.html For Mobile Publishing Customers, configuration is based on what type of app customers are using. This is selected when requesting a Mobile Publishing app. If you are not sure, reading the documentation for private and public app distribution may help. Private Apps - https://docs.servicenow.com/bundle/utah-mobile/page/administer/tablet-mobile-ui/concept/mobile-privately-dist-apps.html Public Apps - https://docs.servicenow.com/bundle/utah-mobile/page/administer/tablet-mobile-ui/concept/mobile-publicly-dist-apps.html Private Mobile Publishing Apps Private Mobile Publishing apps do not have a public app store listing; therefore, these customers should not enable Universal Links, and just use Deep Links. Private Mobile Publishing Deep Link Configuration To enable Deep Links for a private mobile publishing app, customers must download the Apple App Site Association (AASA) file from the Mobile Publishing landing page and install it on their customer instance. This enables the Mobile Publishing iOS app to read this file from the instance at https://{customerinstanceurl}.service-now.com/apple-app-site-association and register the domain with the operating system. With this configured properly, the operating system will check the link that matches the instance and if the app installed, if so, it will pass the link to that mobile application to load the screen. Documentation for installing the AASA is found in this KB: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0831613 Public Mobile Publishing Apps Public Mobile Publishing apps have a public app store listing; therefore, these customers can use either Deep Links or Universal Links. Public Mobile Publishing Deep Link Configuration: To configure Deep Links for public Mobile Publishing customers, customers must download the Apple App Site Association (AASA) file from the Mobile Publishing landing page, modify it with their Apple Team Id (for the Apple account distributing the app), the iOS bundle id chosen when registering the iOS app, save the AASA, then proceed to install it on their customer instance. This enables the Mobile Publishing iOS app to read this file from the instance at https://{customerinstanceurl}.service-now.com/apple-app-site-association and register the domain with the operating system. With this configured properly, the operating system will check the link that matches the instance and if the app installed, if so, it will pass the link to that mobile application to load the screen. Configuration steps: Go to sys_sg_mobile_application.list, select the record that matches their branded app] Request = NowMobileAgent = Agent Under Deep Link Configuration: Un-check Route to public store if not installed In the web-based UI, enter sys_properties.list in the filter navigator, to open a list of system properties. Find the system property glide.sg.universal_links.enabled and change it false. Template that customers will need to use/modify their AASA (see attachment AASA_Public_Template.json.zip) To correctly configure the Apple App Site Association (AASA) file, the customer will need to modify the provided AASA before installing it in their customer instance. Replace template with with these values: YOUR_APPLE_TEAM_ID can be found under your https://developer.apple.com -> account -> membership section (ex "Q6R14PA3AM") YOUR_BRANDED_IOS_APP_BUNDLE_ID can be found under you app at https://appstoreconnect.com/apps -> find your branded app -> App Information -> Bundle Id (ex. "com.servicenow.public.myapp.type") YOUR_LINK_PATH can be found on the sys_sg_mobile_application table on your customer instance under deep link configuration YOUR_CUSTOM_SCHEME can be found on the sys_sg_mobile_application table on your customer instance under deep link configuration Documentation for installing the modified AASA is found in this KB: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0831613 Public Mobile Publishing Universal Links Configuration: If the customer is a public Mobile Publishing customer, they should already have deployed the app to the public Apple App Store or Google Play Store. Template that customers will need to use/modify their AASA (see attachment AASA_Public_Template.json.zip) To correctly configure the Apple App Site Association (AASA) file, the customer will need to modify the provided AASA before installing it in their customer instance. Replace template with with these values: YOUR_APPLE_TEAM_ID can be found under your https://developer.apple.com -> account -> membership section (ex "Q6R14PA3AM") YOUR_BRANDED_IOS_APP_BUNDLE_ID can be found under you app at https://appstoreconnect.com/apps -> find your branded app -> App Information -> Bundle Id (ex. "com.servicenow.public.myapp.type") YOUR_LINK_PATH can be found on the sys_sg_mobile_application table on your customer instance under deep link configuration YOUR_CUSTOM_SCHEME can be found on the sys_sg_mobile_application table on your customer instance under deep link configuration Documentation for installing the modified AASA is found in this KB: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0831613 Configuration steps: Go to sys_sg_mobile_application.list, select the record that matches their branded app] Request = NowMobileAgent = Agent Under Web Banner Configuration: Update the app title and description to match the Mobile Publishing application. Then update the App Image with your branded mobile publishing app icon. To do this, navigate to db_image.list and search for the app type icon that matches your mobile publishing app (ex: app_banner_image_agent.png or app_banner_image_request.png). Replace the existing icon with your branded app icon. For best performance, resize the image to 256x256 before uploading. Under Deep Link Configuration: Modify the Android package name with the android package name from Mobile Publishing. Typically this follows the format com.servicenow.public.{app_name_no_spaces}.{client_type} where client type is either “requestor” or “fulfiller”.Modify the iOS Bundle ID to the one you have chosen when creating your iOS app identifier, this can also be found in AppStoreConnect under App Information tab. Modify the iOS Apple ID to the one in AppStoreConnect under App Information tab.Check Route to public store if not installed. In the web-based UI, enter sys_properties.list in the filter navigator, to open a list of system properties. Find the system property glide.sg.universal_links.enabled and change it true.