ITSM Mobile Agent release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of ITSM Mobile Agent release notes

    The ITSM Mobile Agent app provides ServiceNow customers with a mobile-first solution designed to help agents efficiently triage, manage, and resolve incidents on the go. It improves productivity by offering intuitive interfaces for incident management, on-call schedules, major incident response, and team performance analytics. Continuous enhancements have introduced features such as dark theme support, AI-powered search, critical alert notifications that override Do Not Disturb mode, and integration with Workforce Optimization.

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    Key Features

    • Incident Management Enhancements: Summarize incident records when adding work notes or reassigning incidents; set impact and urgency to auto-determine priority; close and snooze actions on incident communication tasks.
    • Notifications: Major incident notifications redirect fixes; critical alerts can override DND mode with user permission; configurable alert tones for incidents by priority; actionable push notifications enable task actions without opening the app.
    • On-Call and Scheduling: View on-call user information and gaps/conflicts in schedules; users with the snshiftplanning.admin role can update shift calendar event display properties.
    • Analytics and Visualization: Enhanced data visualizations for My Team and Major Incidents applets including dashboards and graphs; dark mode is available for active calls in Collaborate section.
    • Usability and Accessibility: Support for dark theme across the app; accessibility improvements; AI search with intelligent queries to quickly find answers.
    • Domain Separation: Support to ensure data compliance and controlled access based on logical domain grouping.
    • Workforce Optimization Integration: Schedule management and notifications available with the appropriate license.
    • Conference Calling: Twilio integration for conference calls; fixes for initiating calls on certain instances.

    Practical Impact for ServiceNow Customers

    ServiceNow customers using the ITSM Mobile Agent can expect enhanced mobile incident management capabilities that streamline workflows and improve response times. The ability to override DND for critical alerts ensures important notifications are not missed. Enhanced analytics and visualization tools provide actionable insights into team performance and major incident trends. Integration with Workforce Optimization and support for scheduling and on-call management further empower agents to maintain service continuity. The app’s focus on usability, including dark mode and AI search, improves agent efficiency and satisfaction in mobile environments.

    Customers should verify system requirements and compatibility on the ServiceNow Store before upgrading. Some enhancements, such as new analytics visualizations, may require enabling features via the Mobile App Builder. Updates also include important bug fixes that resolve known issues affecting incident communication and reporting accuracy.

    Version history for the ITSM Mobile Agent on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 10.2.1 - June 2026
    Fixed: Major incident management notification redirect defect fix
    Version 10.2.0 - December 2025
    • Changed: Properties related to displaying number of events in Future & past in shift calendar can now be updated by users having sn_shift_planning.admin role.
    • Fixed:
      • Close task and Snooze actions are now visible for incident communication task in the Major incident Management section.
      • The start and end date time field is now visible to the user in dashboard when the user has a time format like: dd/MM/YYYY
      • Users can view Gaps/Conflicts for On-Call Schedules Under My Team.
    Version 10.1.0 - August 2025
    Fixed: On-call user information is properly displayed in agent app.
    Version 10.0.0 - February 2025
    • Starting this release, you can do the following:
      • Summarize the incident record and activity information when adding work notes in an incident record or while reassigning an incident.
      • Set different alert tones for incidents with different priority.
      • Set the incident impact and urgency levels to automatically set the incident priority level.
      • Seamlessly redirect from mobile web browser to the ITSM Mobile Agent app for opening and viewing different task records.
    Version 9.0.1 - November 2024
    • Changed:
      • Starting in version 9.0, you can do the following:
        • Experience the new data visualizations for the analytics on the My team and Major incidents applets.
        • My team applet: View the Performance metrics, My team's weekly opened incidents, and My team dashboard.
        • Major incidents applet: View the Major incident dashboard, and Major incidents opened graph.
        • Enable dark theme or mode for active calls on the Collaborate section of the My work applet.
    • These changes are available in the base system for both the new or upgrade customers. You can also view mobile analytics in Platform analytics workspace to configure or create new data visualization.
    • For the upgrade customers who have already customized the analytics sections of the applets, the data visualizations changes are not available by default. You must enable the new analytics section records from the Mobile Agent section of the Mobile App Builder to view the visualized changes.
    Version 8.2.2 - August 2024
    Receive critical alerts on Mobile with an alerting ringtone, even when the user has enabled DND. (Requires to be configured and alerts send only post user permission).
    Version 8.1.3 - May 2024
    Changed: If an Agent's phone is in Do Not Disturb (DND) mode, critical alerts will now be able to override the DND setting. Support has been added for On-call notifications.
    Version 8.0.0 - February 2024
    New: If an Agent's phone is in DND, critical alerts will now be able to override the DND setting. This feature will work once permission is granted by the end user.
    Version 7.0.0 - August 2023
    • New: Support for Dark Theme.
    • Changed: Updated calendar component for performance improvement.
    • Fixed: Some minor bugs.
    Version 6.0.0 - February 2023
    • New:
      • Next Experience theme support and accessibility improvements for input form screen and icon section.
      • AI search with intelligent query features to help agents quickly find the required answers.
    Version 5.0.2 - March 2022
    • Fixed:
      • Fix is provided for an itil user not being able to initiate a conference call from ITSM Mobile Agent v5.0.1 and lower in the San Diego instance. For information about this fix, see KB1005864.
      • Fix is provided for an issue in the Approval assigned to me flow for the sc_req_item table.
      • Fix is provided for the time displayed in the shift swap request.
      • Fix is provided for the count mismatch in the Breached Incidents report under the My teams applet launcher.
    Version 5.0.1 - March 2021
    • New (these features are available with the Workforce Optimization for ITSM Enterprise License):
      • Managing schedules using the ITSM Mobile Agent application
      • ITSM Mobile Agent notifications for Workforce Optimization for ITSM
      • Properties to retrieve events in the ITSM Mobile Agent application
    Version 4.0.0 - January 2021
    New: The new ITSM Mobile Agent app delivers mobile-first experiences for agents to triage and resolve incidents on the go.
    Version 3.0.1 - September 2020
    • New:
      • Domain separation support on mobile: Your users can now have faster onboarding, meet compliance, and protect their data using domain separation. The mobile view includes the separated data you have setup on platform through logical grouping called domains. You control who sees and accesses what content.
      • Actionable notifications: Include actions with your push notifications. Now, users can perform push notification actions without opening the app.
    Version 2.0.0 - April 2020
    • New:
      • Twilio Support for conference calling
      • Create Incidents
    Version 1.1.1 - January 2020
    The new ITSM Mobile Agent app delivers out of the box mobile-first experiences designed for agents to triage, act on, and resolve incidents on the go. ITSM Mobile Agent improves productivity with an intuitive interface to manage all the work, view schedules, check who is on-call, respond to major incidents, and more.