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Note: This article applies to Fuji and earlier releases. For more current information, see Geolocation at

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The geolocation feature uses Google Maps to track users, plan efficient routes between locations, and assist in finding accurate travel times for applications that require this information, such as Work Management. The system locates users from latitude and longitude information provided by their mobile devices or browsers. Tracking the location of certain users can improve business processes such as the completion of work order tasks. For example, in work management geolocation, the system updates an agent's position each time that agent updates a task record. When the system updates an agent's location frequently, agents and dispatchers can use features like auto-routing to create efficient schedules. Geolocation is available starting with the Eureka release.

Google Key

ServiceNow geolocation requires a Google Maps API for Business license to enable the use of Google driving time estimates and to use Google Maps. Applications, such as Work Management, have functionality that requires this license. If you are using auto-routing or auto-dispatch in Work Management, both the Google Maps API for Business private key and the client ID must be set for precise time estimates. Without these values, driving times for auto-routing and auto-dispatch are not available, and a rough estimate or fixed time is used. Use these properties, found in System Properties > Google Maps, to enable the geolocation features in ServiceNow. For a full list of properties available with Google Maps, see Google Maps Support.

  • Client ID for Google Maps API for Business: Google client ID for your organization. This ID is from Google and starts with gme-, such as gme-mycompanyname.
  • Private key for Google Maps API for Business: Key required to get accurate driving time estimates from Google for some features of Geolocation. An example of an encoded key is: vNIXE0xscrmjlyV-12Nj_BvUPaw=

Geolocation History

The Geolocation History [geo_history] table contains the history of each tracked user's location over time. To view geolocation history, navigate to Geolocation > Geolocation History. The record list shows time stamped location data for all users configured for geolocation tracking.

The following system properties, located in Geolocation > Administration > Geolocation Properties, control the data that appears in this table. For the entire list of geolocation properties, see Properties.

  • Minimum distance an agent must move to be considered in a new location (in meters): Perimeter that defines a single location in which multiple tasks are present. This property prevents the system from creating unnecessary history records when multiple tasks are in the same general location.
  • Maximum distance an agent can be from a specific location and still be placed at that location (in meters): Distance that a user can be from a specified location and still be placed at that location when the system creates history data.
  • Number of days to keep history data: Time period for which the system retains history data.
  • Minimum amount of time between updating the user's location (in seconds): Time period the system waits before updating a user's location, regardless of how often the user accesses tasks.

Location Tracking

Geolocation adds the Geolocation tracked field to the User form. In the default view of a user record, select the Geolocation tracked check box to enable location tracking for the user. When a user has geolocation tracking enabled, the system updates the user's geographic coordinates whenever the user opens, or loads, a record from the Task [task] table or from a table that extends Task. After this initial update, the system continues to update the user's geographic coordinates at a recurring interval if the user does not close or reload the record. To edit the length of this interval, navigate to Geolocation > Administration > Geolocation Properties and change the setting for the property that regulates the update interval for the user's location. The default setting for this property is 300 (5 minutes).

Note: The system can update geographic coordinates only for users who have location services enabled in their browsers. Even users who have the Geolocation tracked check box selected may be prompted by their browsers to share or withhold their location.


Geolocation features can be configured by users with the admin role.

Menus and Modules

The Geolocation application menu contains the following modules:

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  • Geolocation History: Shows geolocation history for all users with geolocation tracking enabled.
  • Administration
    • Geolocation Properties: Provides access to properties installed with the Geolocation plugin.

Activating Geolocation

An administrator can activate the Geolocation plugin.