Required Actions for Public Mobile Publishing App Upgrades: Major and Minor Versions - Support and Troubleshooting

Required Actions for Public Mobile Publishing App Upgrades: Major and Minor Versions .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This KB covers required actions for Mobile Publishing customers who are distributing a public iOS app on the Apple App Store or a public Android app on the Google Play Store. This will ensures their are no delays or rejections with distributing new app versions.

For tested devices and supported iOS and Android versions for ServiceNow mobile apps, please refer to the documentation here:

https://www.servicenow.com/docs/bundle/xanadu-mobile/page/administer/tablet-mobile-ui/reference/mobile-supported-devices.html

Required actions when upgrading to:

Upgrade to app version Android iOS 18.x New app permissions were added for

android.permission.FOREGROUND_SERVICE_LOCATION android.permission.FOREGROUND_SERVICE_DATA_SYNC Required actions:

Google Play Console -> Your app -> Monitor and improve -> Policy and programs -> App Content -> Foreground service permissions FOREGROUND_SERVICE_DATA_SYNC, please check data sync -> network processing for Network processing, Other Record video similar to https://drive.google.com/file/d/1V9w6A5fImw_eCGVncnL9bMTCdatqdYUb/view?usp=drive_link FOREGROUND_SERVICE_LOCATION, please check background location updates -> User-initiated location sharing Record video similar to https://drive.google.com/file/d/10cft_fpI99py7kE8p6e0zBQi6LmNunMy/view?usp=drive_link

N/A 19.x New app permissions were added for

android.permission.ACCESS_FINE_LOCATION android.permission.ACCESS_COARSE_LOCATION android.permission.ACCESS_BACKGROUND_LOCATION Required actions:

Google Play Console -> Your app -> Monitor and improve -> Policy and programs -> App Content -> Location permissions App purpose:

Now Mobile lets pre-hires, new hires, and employees find answers and complete tasks across IT, HR, Facilities, Finance, and Legal—all via a mobile app powered by the Now Platform®. Users can request IT support, set up workspaces, manage HR profiles, handle legal documents, and more. Built on the Now Platform®, it streamlines workflows across departments, hiding backend complexity. Location access:

The location tracking feature enables field agents to efficiently track and share their location, allowing ServiceNow apps to optimize workflows, routes, and scheduling. For instance, in the "Search Parts" flow, agents who need parts for on-site tasks can quickly locate nearby peers with the required items, avoiding distant storage. Persistent location and map views streamline part pick-up and communication. Agents can control this feature, enabling it during work hours for enhanced privacy. Video instructions:

NowMobile Video: https://drive.google.com/file/d/1sEpZuPIzcXbkfkZWgG7ss3leAsT9axip/view?usp=sharing Agent Video: https://drive.google.com/file/d/1TsMfwr0s7VR8F0ie7OeJpfaI7iE4pSh8/view

21.3.0+ The following permission is required to support the Voice Agent feature. For more information on configuring and setting up voice agents, please reference these documents:

Configuring the Mobile AI Voice Agent Integrating Voice Assistant With Mobile App

New app permission added for:

android.permission.FOREGROUND_SERVICE_MICROPHONE Required Actions:

Google Play Console -> Your app -> Monitor and improve -> Policy and programs -> App Content -> Foreground service permissions For FOREGROUND_SERVICE_MICROPHONE: Select Background audio input. Describe permission use: > "Our app provides a user-initiated, real-time voice-to-voice communication feature with an AI assistant via WebRTC. This feature functions as a conversational solution for tasks performed within the app. The FOREGROUND_SERVICE_MICROPHONE is essential to maintain the bidirectional audio stream and active microphone capture when the user backgrounds the app to perform other tasks (e.g., looking up information or taking notes) during the live session. This ensures the conversation continues uninterrupted. Without this service, the WebRTC connection would drop immediately upon backgrounding, causing a loss of context and forcing the user to re-initiate the session." Use the provided video: Forergound Service demo.mov

Note : To use background location tracking on Android, an app must declare the ACCESS_BACKGROUND_LOCATION permission in its AndroidManifest.xml at build time. The standard ServiceNow NowMobile (Requestor) app does not include this permission by default. Versions 20.6.0 and 20.7.0 of customer-published apps have been confirmed to not include this permission. The ServiceNow Agent (Fulfiller) app includes foreground location tracking by default, but background location tracking still requires the explicit Android manifest permission to be added through the Mobile Publishing workflow.

Mobile Publishing - How to Configure Background Location Tracking in Branded NowMobile or Agent App