Mobile Agent - BlackBerry for iOS v21.3.0

  • Release version: Mobile
  • Updated May 5, 2026
  • 4 minutes to read
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    Summary of Mobile Agent - BlackBerry for iOS v21.3.0

    The Mobile Agent BlackBerry for iOS version 21.3.0 release focuses on resolving various application issues to enhance stability and user experience. This update addresses multiple bugs affecting date handling, file uploads, crash scenarios, and user interface responsiveness.

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    ServiceNow customers can download the latest version from the Apple App Store. A demo mode is available post-download, allowing users to explore the app using a demo account from the initial or instance list screens.

    Key Fixes and Improvements

    • Date Handling Corrections: The default date in reservation screens now correctly defaults to the current date, and date/time values between the app and platform are synchronized.
    • File Upload Stability: Fixed crashes and stuck uploads during file attachments in impersonation mode, ensuring smooth file handling.
    • Crash Prevention: Resolved app crashes caused by badge count integer overflows and rich text in smart assessments.
    • Writeback Reliability: Addressed HTTP 500 errors when submitting actions with parameter screens combined with AutoRedirectDestinationId configurations, ensuring successful server communication and action completion.
    • Session and Refresh Behavior: Users now return to their last visited page after session timeout or pull-to-refresh actions, improving navigation continuity.
    • Form Interaction Responsiveness: Submit and Cancel buttons remain responsive after server-side writeback errors on action item forms, allowing retries or form dismissal without app restart.
    • User Interface Fixes: The Filter button on list views properly appears when multiple items are present, and instance alerts no longer display incorrectly when tapping notifications.
    • Offline Attachment Visibility: Fixed issue where photos attached in offline new-defect forms become visible immediately without waiting for sync, improving offline data accuracy.

    What ServiceNow Customers Can Expect

    With this update, ServiceNow customers using the Mobile Agent on iOS will experience improved date accuracy, enhanced file upload reliability, and greater app stability with fewer crashes. Session management and UI responsiveness enhancements provide a smoother, more intuitive user experience. Offline data handling is also improved, enabling immediate visibility of attachments created without network connectivity.

    Overall, this release ensures that mobile agents can perform critical tasks more reliably and efficiently, supporting better field service and agent productivity.

    The iOS v21.3.0 release provides fixes for the application.

    Download the latest mobile app version

    To download the latest release, visit the Apple App Store. Users can launch a demo to try the Mobile Agent. You can use a demo account from the initial post-download screen or the instance list screen.

    Fixed in this release

    Problem Short description Description Steps to reproduce

    iOS Mobile

    PRB1991062

    		 Default date in the reservation screen is set to yesterday instead of today The default date automatically fills the Date field on the 'Make a reservation' screen with yesterday's date instead of today.
    1. In the action menu select Make a reservation.
    2. Navigate to Desks > Browse all.
    3. Toggle all-day to On, check the Date field.

    Notice that the auto-filled date is not the current date.

    iOS Mobile

    PRB2001344

    		 The date shown on the mobile device is not the same one displayed in the platform Scheduled start and Estimate end time is not the same between the Mobile Agent App on iPhone and the platform.

    iOS Mobile

    PRB2006489

    		 A NSGenericException Task gets created in a session that has been invalidated File upload gets stuck or the app crashes while uploading files in impersonation mode.
    1. Log in to the Agent app.
    2. Impersonate an agent.
    3. Open WOT > Activity > Stream.
    4. Upload any attachment.

    Expected behavior: The upload should be successful.

    Actual behavior: The upload gets stuck and the app intermittently crashes.

    iOS Mobile

    PRB2011334

    		 The Agent app crashes on iOS devices When the user has a badge count over a certain value, the initializer traps with a fatal integer overflow, causing the app to crash.

    iOS Mobile

    PRB2006738

    		 iOS writeback returns HTTP 500 when an action has a parameter screen and AutoRedirectDestinationId is configured When an action has both a parameter screen (ParameterData) and an AutoRedirectDestinationId configured server-side, the iOS mobile client includes DestinationSubmittedForm in the writeback request alongside ParameterData. The server does not accept this combination and returns HTTP 500.
    1. Configure a WOT close action (or any action with a parameter screen) on a ServiceNow instance that has AutoRedirectDestinationId set in the action's redirection configuration.
    2. Open the iOS Agent app and navigate to a Work Order Task record.
    3. Select the Close button to open the parameter screen.
    4. Fill in the required inputs (close code, actual quantity, work notes).
    5. Select Submit.

    Expected behavior: The writeback request is submitted successfully. The server responds 200 and the WOT is closed.

    Actual behavior: The server returns HTTP 500 and the WOT close action fails.

    iOS Mobile

    PRB2011561

    		 Restore the last page when pulling to refresh or session timeout When the user reactivates their hybrid webpage session after timeout (due to inactivity, backgrounding, or locking) or performs a pull-to-refresh, they are not returned to their last visited page.

    iOS Mobile

    PRB2009678

    		 Submit/Cancel buttons freeze after a writeback error on an action item form When filling in an action item form (for example, a labor action item on a case), submission returns a server-side error. The error banner is shown correctly but the Submit and Cancel buttons on the form become completely unresponsive. The user cannot retry submission or dismiss the form — the only recovery is to force-close the app.
    1. Open a case in iOS Agent Mobile.
    2. Tap an action item (for example, Log Labor) to open the action item form (SGFormViewController).
    3. Fill in the form fields.
    4. Select Submit.

      Observe that the server-side error banner appears at the top of the screen.

    5. Attempt to tap Submit again (to retry) or Cancel (to dismiss).

    Expected behavior: Selecting Submit retries the writeback. Selecting Cancel dismisses the form.

    Actual behavior: Both Submit and Cancel are completely unresponsive.

    iOS Mobile

    PRB2004817

    		 The Filter button on list screens is hidden when the initial page load returns only one item and never re-appears after more items load via pagination The Filter button should be shown on the top-right of the list screen if more than one item is displayed, but it doesn't appear.

    iOS Mobile

    PRB2011924

    		 Change Instance Alert is shown to the user when a notification is tapped on in the 'Notifications' tab for the same instance

    iOS Mobile

    PRB2007442

    		 A smart assessment crashes when a descriptive element is set as richText The application crashes.
    1. Navigate to My work > My schedule and select a date.
    2. Open a Work Order Task that is in 'Work in progress'.
    3. Select Take Questionnaire.
    4. Open the available questionnaire.
    1. Expected behavior: The questionnaire opens.
    2. Actual behavior: The application crashes.

    iOS Mobile

    PRB2008581

    		 An offline new-defect form photo is not visible in the Attachments/Activity Stream until sync When a new record is created offline via the New Defect Form, callAddAttachmentsScript (CellsContainerTemplateHandler+Redirection.swift) returns early without calling addParameterScreenAttachments, so the offline document cache is never updated with the form-input attachment.
    1. Put the device into airplane mode (fully offline).
    2. Open the app and navigate to the New Defect Form.
    3. Fill in the required fields and attach a photo from the camera or photo library.
    4. Submit the form.
    5. Open the newly created defect from the All Defects opened by me list.

      Observe that the Attachments and Activity Stream sections show 'No data available' and the photo is not visible.

    6. For comparison, add a second photo directly from the Activity Stream (still offline).

      This photo appears immediately.

    7. Restore network connectivity and allow the app to sync.

    Expected behavior: The form photo is visible in Attachments and Activity Stream immediately after the defect is created, without requiring sync.

    Actual behavior: The form photo is invisible until sync completes.

    This version also includes other minor bug fixes and performance improvements.