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The issue arises when the mobile client does not explicitly unregister itself for push notifications. Usually this de-registration only occurs when the user clicks the logout button. In the case of a session expiration where then the end-user logs in with a different userID, the duplicate registration event occurs again.
Set up the instance so that the mobile sessions timeout much quicker than normal. Create two different users that can login to the mobile app. Login with user 1. Verify the logged in username in the settings tab. Navigate to the ‘sys_push_notif_app_install’ table. Verify that the user is registered for the current app's device token with active set to true. Wait till the session expires and the login popup appears, then login as user 2. Verify the logged in user name in the settings tab. Navigate to the ‘sys_push_notif_app_install’ table. Verify that user 2 is registered for the current app's device token with active set to true. There will now be two users active at once with the same push token ID.
This problem has been fixed. If you are able to upgrade, review the Fixed In section to determine the latest version with a permanent fix your instance can be upgraded to. The attached business rule was the pre-SD workaround. The business rule in its current state was designed to be very targeted and is activated just for the two ServiceNow Mobile Apps, can be expanded as needed.
PRB1504738
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