Mobile Classic Android v2.1

  • Release version: Mobile
  • Updated June 16, 2026
  • 2 minutes to read
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    Summary of Mobile Classic Android v2.1

    The Mobile Classic Android v2.1 release focuses on resolving key issues to improve user experience and stability. It is a maintenance update addressing several problems reported in the Android app related to Knowledge Management, incident email previews, reference fields, user record display, app crashes, and push notification actions.

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    ServiceNow customers are encouraged to download this update via the Google Play store to benefit from these fixes. Additionally, ServiceNow highlights several new mobile applications—Mobile Agent, Now Mobile, Mobile Onboarding, and Now Support—that offer enhanced features and capabilities beyond Mobile Classic.

    Key Fixes and Improvements

    • PDF Attachment Access in Knowledge Management: Fixed an issue where users could not open attached PDF files within knowledge articles on the Android app, while iOS and Android Mobile UI apps functioned properly.
    • Email Preview in Incidents: Resolved the problem where tapping email preview cells in incident correspondence did not open email content on Android, ensuring parity with iPhone behavior.
    • Reference Field 'Clear' Button: Added functionality to clear reference fields on forms, aligning Android app behavior with the iPhone app by introducing a 'Clear' button.
    • User Record Display on Tablets: Corrected user record loading on Android tablets to open the user profile view instead of a generic record detail.
    • App Stability and Crash Fixes: Addressed various random crash scenarios including issues with Connect chat input, loading large lists, quick navigation, and user avatar loading when user names are blank.
    • Push Notification Interaction: Enhanced native Android app support for "Accept/Decline" buttons within push notifications for improved user engagement.

    Benefits for ServiceNow Customers

    By applying this update, customers using the Mobile Classic Android app will experience improved reliability and a smoother user interface. The fixes ensure important functionalities like accessing PDF attachments, viewing incident emails, and managing reference fields work as expected. Enhanced crash resilience reduces disruptions, contributing to a more stable mobile experience.

    Customers should also evaluate the newer ServiceNow mobile apps mentioned to access the latest features and capabilities tailored for modern mobile workflows.

    The Mobile Classic Android v2.1 release provides problem fixes.

    Download the latest Mobile Classic version

    To download the latest release, visit the Google Play store.

    Important:
    There are several new ServiceNow mobile apps, including Mobile Agent, Now Mobile, Mobile Onboarding, and Now Support. Check out these new apps for the latest features and capabilities.

    Fixed in this release

    Problem Short description Description Steps to reproduce

    Mobile

    PRB718570

    		 Users cannot open attached PDF files from Knowledge Management using the Android app

    In an OOB Helsinki instance:

    1. Ensure that you have a KB that has an attached PDF file.
    2. Connect to your test instance with the Android native app.
    3. Navigate to Knowledge Bases > IT > your test KB.

    Notice that the that clicking on the link does not download the PDF attachment or open the knowledge article. If you repeat the above steps with the iOS app or Mobile UI on Android, you are able to access the article.

    Mobile

    PRB721868

    		 In the Android app, tapping the email preview cell in an incident does not open up the email contents This issue is not present for iPhone users.
    1. Open any incident that contains email messages in the correspondence section.
    2. Tap one of the email previews that includes 'Email Sent', Subject, To/From.

    Expected behavior: This should open up a new page that displays the email contents.

    Actual behavior: Nothing visual occurs.

    Mobile

    PRB723229

    		 On the Android app, reference fields on forms do not have a 'Clear' button like they do on the iPhone app Without this 'Clear' button, there is no way to clear out reference fields.
    1. Open any incident.
    2. Find a reference field (e.g. Caller). If it is empty, add a caller.
    3. Open the field by clicking the magnifying glass.

    Note that there appears to be no way to clear out the field once it is no longer empty.

    Expected behavior: There should be a 'clear' button like there is on the iPhone app.

    Actual behavior: There is no 'clear' button.

    Mobile

    PRB734628

    		 Loading a user record on an Android tablet should open the user profile Loading a user record on an Android tablet should open a profile view of that user, but clicking on a user record opens a record detail for the user on the native Android app.

    Mobile

    PRB734635

    		 Fix Android application crashes reported via crash reporting tool Various conditions can cause the Android application to crash.

    The following example conditions do not always produce a crash, but these are the conditions where the crash may occur randomly:

    • Enter invalid text into the Connect chat text box and tap Send.
    • Open a list that loads a large number of records. Scroll down to ensure a large number of the records are loaded into memory and then edit the Filter.
    • Load the navigator and quickly go back.
    • Hitting the back button can randomly cause a crash.
    • Any page loading a user avatar when the platform returns a space for the user's name.

    Mobile

    PRB736838

    		 Native mobile apps should support "Accept / Decline" push notification buttons