Geneva Patch 1

The Geneva Patch 1 release provides fixes for the Geneva release.

For the Geneva Patch 1 release:
Build date: 11-25-2015_0808
Build tag: glide-geneva-08-25-2015__patch1-11-19-2015

For more information about how to upgrade an instance, see Upgrade to Geneva.

For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable, sortable version of Geneva fixed problems, see KB0598265.

Note: This version is approved for FedRAMP.

Fixed in this Release

Table 1. Security-related Fixes
Problem Category Description
PRB649809 Security Stored Cross-Site Scripting
PRB653210 Security A potential exists where a user may submit a specially crafted request to execute arbitrary JavaScript
PRB648966 Security A potential exists where a user may submit a specially crafted request to execute arbitrary JavaScript
PRB652135 Security A potential exists where a user may submit a specially crafted request to execute arbitrary JavaScript
PRB648471 Security Stored Cross-Site Scripting
PRB620126 Security ACL Enhancements on Attachments for Web Services
PRB625481 Security Stored Cross-Site Scripting
PRB647033 Security Reflective Cross-Site Scripting
PRB650437 Security Security Constraint Error messages on few tables
PRB649842 Security Reflective Cross-Site Scripting
PRB627348 Security Stored Cross-Site Scripting
PRB648868 Security A potential exists where a user may submit a specially crafted request to execute arbitrary JavaScript
PRB653210 Security A potential exists where a user may submit a specially crafted request to execute arbitrary JavaScript
Table 2. Notable Fixes
Problem Short Description Description Steps to Reproduce



A high number of open discussions in Connect Chat causes performance issues in the instance When a user has a high number of open discussions in the Connect Chat, it takes up to 4-5 minutes for the instance to load completely.

Refer to the listed Known Error KB article for details.



iFrame does not resize correctly When a portal page is rendered in an iFrame with the sizing option Expand to Fit content, the resize does not work. On a CMS page with catalog items, when clicking Preview to display additional information and then collapsing the information, the footer does not resize correctly.
  1. Open demo instance.
  2. Go to /ess/
  3. Click the Preview triangle choice list on a few different items.
  4. Collapse the information.
The footer did not resize and there is extra white space.


Field labels that are URLs do not display hints In Fuji, field labels which are URLs do not display hints.
  1. Log in to your instance.
  2. Navigate to Incident > Create New.
  3. Right-click on any field and select Configure Label.
  4. Add a hint and a URL. Then, click Update.
If you hover over the field, the hint does not display.


When adding variables to a report, a Syntax Error or Access Rule Violation is detected by database Users receive an error when adding variables to a report - Syntax Error or Access Rule Violation is detected by the database (not unique table/alias: 'task0'). On an OOB instance:
  1. Log into an instance's localhost (with "table per class" on task table setup).
  2. Create a report with the following:
    1. Table: sc_req_item
    2. Type: List
    3. In "Available" section: expand variables and select 'Apple iPhone5 and add all of its variables to 'selected' section
  3. Run the report.
Note the following error: "Syntax Error or Access Rule Violation detected by database (Not unique table/alias: 'task0')"
Platform Security


After cloning from an instance without MultiSSO to an instance with MultiSSO enabled, GlideRecord.addActiveQuery fails, preventing login access A cloning issue impacts instances where a source instance with MultiSSO disabled is cloned to a target instance with MultiSSO enabled. After the clone completes, the target instance experiences a NullPointerException that causes an outage. This issue started in the Fuji release.
  1. Activate MultiSSO on an instance that will be the target of a clone. The property glide.authenticate.multisso.enabled is set to true.
  2. Ensure that MultiSSO is not active on the source instance. The same MultiSSO property must be set to false, or, if you did not enable the MultiSSO plugin, the property does not exist in the Properties [sys_properties] table to begin with.
  3. Clone the source to the target.
  4. View the errors that occur in the system logs.
Service Catalog


Help Tag on Service Catalog Variables turns symbols into escaped text The Help Tag on Service Catalog variables does not honor basic HTML tags. It turns symbols into escaped text and also shows blacklisted tags and attributes.
  1. Log into Fuji Patch 7 or Fuji Patch 7 HF3.
  2. Verify glide.ui.escape_text = true.
  3. Go to Service Catalog > Catalog Definitions > Maintain Item > Password Reset.
  4. Add new variable:
    • Type: Yes / No
    • Question: This is a test
    • Name: atest
    • Show Help: true
    • Help Tag: This is a single quote '
    • Help Text: Test this too & ' "
  5. Click Save.
  6. Click Try It.
  7. Click on the variable.
The Help Tag does not show the quote, but it does show escaped text.
System Applications


Wrong error message on app-author when version is not updated during publishing an app When the version is not updated while publishing an app, the wrong error message appears on app-author.
  1. Create an app with a table.
    • The version is auto assigned to '1.0'.
  2. Publish the app to the store.
  3. Make some changes to the app by adding a new table.
  4. Now try publishing the app again.
The publish fails. The user sees an error message, which says invalid username or password. Instead, the user should see an error message which indicates that the Version number needs to be updated before publish.
Update Sets


Update set updates system properties instance_id/instance_name and causes outage ServiceNow engineers have been able to reproduce this condition by creating an update set with a recorded change to the instance_id, instance_name or configured version (glide.war). Each of these causes an outage or other unpredictable behavior after the update set is committed.
User Interface (UI)


Number of backslashes in a watch_list doubles each time the record is updated The number of backslashes in a watch_list doubles each time the record is updated.
  1. Execute the following in Scripts - Background to insert a backslash into the watch_list field. var record = new GlideRecord("incident"); record.addQuery("number", "INC0000003"); record.query();; record.watch_list = "testA\\"; record.setWorkflow("false"); record.update();
  2. Retrieve the Incident updated in Step #1 (INC0000003)
    • Note: Watch list = testA\
  3. Enter any update and save changes.
    • Note: Watch list = testA\\
  4. Enter another update and save changes.
    • Note: Watch list = testA\\\\
User Interface (UI)


List Collector does not display properly on catalog items The list collector is misaligned on sc_cat_item.
  1. Go to Catalog > Office > Paper and Supplies, for example.
  2. Right-click the header > add variable.
  3. Create a list collector.
  4. Open the [sc_cat_item] table, locate your item with the list collector. Click Try It.
  5. Right-click the banner on the catalog item > select Configure Catalog Client Script.
  6. Create an onload client script, making the list collector read-only.
  7. Open the catalog item.
Notice that the list collector displays incorrectly.
User Interface (UI)


Application menus created for different domains without any action - INFO logs Fix Separator For the application separator module, new copies are created for different modules without any manual action. From the global domain, customer has more than one for an application menu.


Approver's name is not displayed when hovering over stage icons after first approval In the Requested Items list view, the approver's name is not being displayed when hovering over stage icons after initial approval. The tooltip should read: 'Waiting for Approval by Approver's Name'. This works only on the first stage. Once approval is obtained on this stage, approver's name no longer appears for subsequent approval stages.
  1. Request a Sales Laptop from the Service Catalog.
  2. Navigate to Requested Items list view via Service Catalog > Open Records > Items.
  3. Find Sales Laptop requested item from step 1 and hover over first stage icon. Should read "Waiting for Approval by Approver's Name".
  4. Approve requested item by impersonating approver or when logged in as sys admin.
  5. Return to list of Requested Items.
  6. Find Sales Laptop requested item from step 1 and hover over stages icon. Now reads "Waiting for Approval".
Table 3. All Other Fixes
Problem Short Description Description Steps to Reproduce


Password reset not working - get a status of 'Completed With Failure' When selecting 'Password Reset' on the login screen, no email is sent to the user to reset their password. The 'Reset Requests' has a record with the status 'Completed with Failure', and when checking the email's Outbox/Sent, no email was sent.
  1. Go to the login page.
  2. Select the Reset your password here link.
  3. Enter your information.
  4. Select Reset Password.
    • Very quickly, a message appears: 'You do not have permission to update this user record'.
    • Then, you get the message 'The system has reset your password and will email it to you'.
  5. Log in as a user with elevated privileges.
  6. Navigate to Reset Requests.
    • Notice the record that was created, with the status 'Completed with Failure'.
  7. Go to System Mailboxes > Outbox.

No email is sent.


MultiSSO: IDP initiated requests are handled even for inactive Identity providers. Need an isActive check in the Installation Exit
  1. Install MultiSSO plugin.
  2. Set up an IDP to work with your ServiceNow instance.
  3. Create a copy of the working IDP record on your instance.
  4. Alter any configuration on the newly created IDP record on your instance so that using it for authentication will fail.
  5. Mark the newly created IDP as inactive.
  6. Try to log in to the ServiceNow instance through an IDP initiated request.
User login fails intermittently
Change Management


After installing the 'Change Management - State Model' plugin on an Express instance that is upgraded to Enterprise, no approvers are added by the 'CAB Approval' workflow activity on a Change This issue only occurs on instances that have been upgraded from Express to Enterprise and after installing the 'Change Management - State model' plugin. During the processing of a Change Request when the workflow gets to the CAB Approval activity (Change state is 'Authorize'), no approvers are added, and the Change Request moves straight on to the 'Scheduled' state. This is because the 'CAB Approval' Group that the Change Request workflows refer to does not exist.
  1. Upgrade an Express instance to Enterprise.
  2. Install the plugin 'Change Management - State Model' (com.snc.change_management.state_model).
  3. Click the 'Create New' module under the Change application.
  4. Click 'Emergency: Unplanned changes necessary to restore service. These changes require CAB authorization only.'
  5. Right-click on the header of the Change Request form and click 'Save'.
  6. Select a value for the Assignment Group field and click the 'Request Approval' button on the Change form.
The 'State' field on the Change Request will show 'Scheduled' and there will be no records in the 'Approvers' related list.
Change Management


Change Request form does not display correctly after upgrading an Express instance to Enterprise and then installing the 'Change Management - Core' plugin On an instance that has been upgraded from Express to Enterprise, if you install the 'Change Management - Core' plugin (com.snc.change_management) and then open an existing Change Request record or try to create a new one, the form is not displayed correctly, and none of the context menus are available.
  1. Upgrade an Express instance to Enterprise.
  2. Install plugin Change Management - Core (com.snc.change_management).
  3. Open an existing Change Request record. At the bottom of the form, you will see a Conflicts section with no fields in it, and the related links and related lists will be missing. If you right-click on the header of the form instead of the usual ServiceNow context menu, the standard browser context menu will be displayed.


Slow live feed queries in Collaboration are leading to instance performance degradations The activation of the collaboration tools and the collaboration live feed queries are over-utilizing the system resources, causing instance performance degradation.
  1. Ensure that the customer enabled the collaboration plugin (com.glide.collaboration).
  2. Ensure that all the symptoms below are being experienced by the customer:
    • Acute performance degradation across the platform
    • High volume of sysparm_type=collaborator_message transactions
    • High CPU but low IO wait on the DB server


Attachment, VTB task, and additional comments/work notes buttons on frame-set chat window are cut off in compact mode In compact mode, the attachment, VTB task, and additional comments/work notes buttons in the frame-set chat window are cut off.
  1. Turn on compact view.
  2. Open a peer or group conversation in the frameset.
  3. Open a record conversation in the frameset.
Cloud Management


AWS account takes time to load the page AWS Account takes time to load the page because it is querying all records from wf_context.
Cloud Management


ListStackResources does not pass StackId for subsequent calls When discovering CloudFormation stacks that have a large number of resources (> 100), the ListStackResources call will be split into multiple pages. Subsequent calls are supposed to send the NextToken and StackName parameters. Currently, only the NextToken parameter is passed for API calls after the first set of results from ListStackResources. Upgrade to Geneva, or log into a Geneva instance.
  1. Go to the Cloud Resources Catalog.
  2. Select Amazon Virtual Machines.
  3. Select an existing catalog item.
  4. Complete the form and submit order.
The workflow will fail, and a task will be generated.
Cloud Management


azure: Images are not discovered for Microsoft and Oracle events azure: Images are not discovered for Microsoft and Oracle events, even though MicrosoftWindowsServer publisher is enabled in Image Publishers. Same for Oracle. Make sure the azure plugin is enabled without demo data. Make sure MicrosoftWindowsServer and Oracle are Active=true in the Image Publishers table.
  1. Set up azure account.
  2. Run Discovery for all subscriptions.
  3. Go to available images and look for images with publisher = MicrosoftWindowsServer or Oracle.
No images are found.


Print of problem does not show relationship type The Task Relations formatter does not show relation labels when in print preview.
  1. Log into your instance.
  2. Personalize the problem form layout and add the task relations formatter.
  3. Click on the + icon next to 'related items'.
  4. Add tasks from the 'investigates' and 'caused by' current relationships slush bucket and hit return.
  5. Navigate back and click Printer Friendly Version in system menu. Note that form appears and related items are visible.
  6. Select the "click to print" button.
The related item Labels are missing.


CMDB identification engine stops during identification on a domain separated instance due to missing required attribute company. CMDB identification engine stops during identification on a domain separated instance due to missing required attribute company. Discovery and Service Mapping are broken in Geneva when the instance has the domain separation feature enabled (even when the customer doesn't want domain separation for either of these products).


Precedence does not work when two data sources declare row-wise reconciliation rules for the same CI class
  1. Create two row-level reconciliation rules with different datasources and the same CI class.
  2. Create precedence rules for the two involved data sources.
  3. Create a CI record of the CI class and make it guarded by the data source of higher precedence.
  4. Run Identification and verify that the field can be changed by the data source of lower precedence.


System properties for Identification and Reconciliation should not require protection policy


Ampersand in the CI name causes relationship creation failure When you try to create a relationship between two CIs and one of them includes an ampersand (&), the relationship creation fails.
  1. Navigate to Configuration > Business Services.
  2. Open the record for Disaster Recovery.
  3. On the Related Items bar, click the + (plus) icon.
  4. Under Suggested relationship types, select Depends on (Parent) ...
  5. Under Filter, change the top condition to: Class | is a | Backoffice Service
  6. Click the X next to each of the other Class conditions to remove them.
  7. Click Run filter.
  8. In the Configuration Items list, select Backup & Recovery and click the + (plus) sign in the Relationships section to add the relationship.
  9. Click Save.
Contextual Search


Contextual search does not show when short description is read only via client side methods Any version of Internet Explorer in UI11 or UI15 will not render the contextual search results if the short description field is made read only by a client side method.
  1. Navigate to sc_req_item.
  2. Open any request and navigate to Configure > Form Layout.
  3. Add Short Description and Contextual Search, then save.
  4. Navigate to Configure > Client scripts.
  5. Create a new onLoad client script with g_form.setReadOnly ('short_description', true).
  6. Save and view form.
There are no contextual search results.


Read-only currency fields always display in US dollars instead of the currency entered When a Currency field is made read-only by a write operation ACL, the value always appears in US dollars instead of the currency entered originally.
  1. Navigate to Incident > Open.
  2. Select any record.
  3. Right-click on the header and select Personalize > Form Layout.
  4. In the Create new field, enter the following:
    • Name: Test Currency
    • Type: Currency
  5. Click Add
  6. Click Save. This takes you back to the Incident form for the record selected, now with a Test Currency field in place.
  7. Enter any value into the Test Currency field and set the currency to anything but $. For example, 12.00 £. .
  8. Right-click on the header and Save.
  9. Right-click on the header and select Personalize > Security Rules.
  10. Click New.
  11. Enter the following and submit:
    • Operation: write
    • Name: Incident.Test Currency
    • Admin overrides: False
    • Condition: Active is False
  12. When you navigate to the Incident you were previously viewing, note that the value of Test Currency now displays in US dollars instead of the currency selected.
Data Certification


Unable to select entire certification row when selecting far left check box in list of objects to certify in Internet Explorer 9+ Prior to Fuji, when a row is selected to certify certain fields for a certification task it selects all the check boxes on this row. This is no longer the case in Fuji, where each check box in a row needs to be manually selected. However, if the certifications within the certification task form is directly reloaded (Refresh List UI Context), selecting a row now checks every check boxes within that row will work.
  1. Log in to your instance.
  2. Activate the Data Certification plugin and load demo data.
  3. Navigate to Data Certification > Tasks > All Tasks and open a task that is "work in progress".
  4. Scroll to the element "Certifications required for Certification Task TSK0000000".
  5. Select a row in this list.
It does not select any check boxes for the row.
Data Certification


Certification Task appears as incomplete if a cmdb_rel_ci record is deleted before it is certified When a record is deleted before it is certified with a certification task, there could be related cert_element records left in an orphaned 'pending' state. This causes the business rule "Certification Task Values" to not update the certification task as expected because it sees a pending cert_element for a non-existent record.
  1. Create a data certification schedule for cmdb_rel_ci.
  2. Make test cmdb_rel_ci records match the filter on the schedule.
  3. Execute the schedule.
  4. Review the task and confirm that multiple cmdb_rel_ci records require certification.
  5. Delete one of the cmdb_rel_ci records.
    • Confirm the task now shows the number of records has been reduced.
  6. Certify remaining records on task.
    • Confirm there is a cert_element record still in pending for the task, causing the task to not show as completed.
  7. Modify the business rule Certification Task Values to also be after Delete.
  8. Delete the orphaned cert_element record.
    • Confirm the task shows completed.
Dependency Views (BSM Map)


NG BSM Map Cluster nodes do not show downstream child cmdb_rel_ci relationships Downstream/Child relationships of a Windows Cluster CI are not shown on the NG BSM Map. Children are not shown when focused on parent Cluster. If they are CI's with relationships to each other (using cmdb_rel_ci), child CI's of a Windows Cluster node (that are not a part of the cluster as defined in cmdb_ci_cluster_node) are not added to the map if:
  • The cluster node is expanded but it had no contained CI's
  • The cluster node is still collapsed


Rate exceed errors found during AWS Discovery AWS Discovery returns Method failed: (/) with code: 400. Input queue shows Code Throttling Code Message Rate exceeded Message


TransactionCancelledExceptions on 'ASYNC: Discovery - Sensors' jobs cause a TransactionCancelledLoopException 'ASYNC: Discovery - Sensors' jobs are not releasing semaphores upon completion, and exhausting worker threads causing instance performance issues.
  1. Create a transaction quota matching "ASYNC: Discovery - Sensors".
  2. Set it to time out after a short period of time.
  3. Add some large payload ECC Queue event to the ECC Queue to trigger the above business rule.
  4. Look for the worker thread in and
  5. SNAC Alerts might be received - glide.quota.manager WARNING Transaction: Cancelling transaction ASYNC: Discovery - Sensors - system (maximum execution time exceeded): Thread glide.scheduler.worker.4
The transaction is killed; however, the semaphore is never released and the worker thread disappears. These build up over time and cause instance degradations.


MID Extension failover is broken MID Extensions such as 'SNMP Trap Collectors' do not fail over properly when the MID Server Cluster is used.
  1. Set up a MID Server Cluster with 2 or more MID Servers.
  2. Create a SNMP Trap Collector to execute on the cluster.
  3. Start the Trap Collector Context. A MID Server from the cluster should be picked to be executing on.
  4. Shut down the selected MID Server.
The Trap Collector Context should failover to another MID Server in the cluster, but it does not.
Edge Encryption


If Edge Encryption plugin is installed, user cannot configure the related list in sys_db_object
  1. Go to System Definition > Dictionary.
  2. Right-click on the header to open the context-sensitive menu and select Configure > Table, or go to sys_db_object.list.
  3. Configure the related list by right-clicking on the header to open the context-sensitive menu, and select Configure > Related Lists.
You get a warning on top telling you that you are the 'Default view' is in the ServiceNow Edge Encryption application, but you are in global.
Event Management


Alert work notes column become huge when working with alert template. Alert work notes column becomes huge when working with alert template. This has a performance impact on event processing.
Event Management


ServiceWatch assigns some events incorrectly, causing inefficient processing Only some events in the events queue (em_event table) are being processed. The ServiceWatch code was assigning some events into the wrong 'buckets' (see the bucket field on the em_event records). This meant that some events were effectively assigned to the passive nodes and were not being processed.
Event Management


'Change condition - Remediation workflow' business rule breaks any new workflow created that is not running against the Remediation Task (em_remediation_task) table The 'Change condition - Remediation workflow' business rule is running on insert of wf_workflow_version with no conditions. This causes all new workflows to have the following condition:




When a user looks in the UI after checking out a workflow that either did not have a condition or had a different one, it appears that there no condition is saved on checkout/publish unless it is changed before publish. This is because that condition in the UI cannot be rendered for any other tables except the [em_remediation_task] table.

  1. Activate the Service Watch plugin.
  2. Create a new Emergency Change request.
    • Verify the Emergency Change workflow is running.
  3. Check out the Emergency Change workflow.
  4. Create a new Emergency Change request.
    • Verify the Emergency Change workflow is no longer starting/running.
Event Management


Cannot use event rules to populate custom alert fields, and specific OOB fields and cannot use it to search on all the additional Info field at once When a user uses transform rules to auto-populate fields, it does not always work. The event's OOB fields are hard-coded, and all unrecognized fields are copied to the additional_info field.

When a user adds a new field to the alert, they cannot use any rule to populate it, because we copy each non-event field to the additional info. They cannot add it to the event either, because we hard-coded take all non-known-event field into the additional-info field.

Event Management


Events bucket column calculates to 0 if the event contains the message_key property The events bucket column (which is filled for working with multiple jobs) always calculates to 0 if the event contains the message_key property.
  1. Send the event without a message key.
  2. Check the bucket column value.
Event Management


Deleted business rule is missing a delete update file A deleted business rule is missing a delete update file. Therefore, when upgrading from Fuji Patch 6 and under, the business rule will remain in the system.
Event Management


Scheduled jobs for Event Management do not get cleaned up due to 40 character limitation
Financial Management


Business unit segment is empty in allocation table if segment level rollup type is Equal
  1. Install the ITFM plugin without demo data.
  2. Generate fiscal calendar of your choice.
  3. Add a few Business Services and Business Units.
  4. Dimension those 2 tables.
  5. Set Chart of Accounts as BU which child as BS.
  6. Run cleansing and bucketing.
  7. Set rollup type = Equal at BS segment level.
  8. Allocate bucket to any one of the account under BS.
  9. Run Allocation Engine.
Note that f_segment_one (BU) is empty, and thus the Business Unit Overview report is blank.
Financial Management


Split buckets should respect the status of parent bucket during F-G upgrade
  1. In Fuji, ensure that there are split buckets for a parent bucket.
  2. Mark the parent bucket as 'ignored'.
  3. Upgrade to Geneva.
If the parent bucket is excluded, split buckets should be marked as ignored. Currently, they are not ignored.
Financial Management


CHN Issue: After running advanced conditions, none of the fields apart from Account name and Account Number are getting carried forward
  1. Go to Financial Workbench. Run Cleansing.
  2. Move to bucketing and create an advanced condition without any regular condition.
  3. Move to allocation setup, allocate the bucket to any segment, and perform rollups.
  4. Run the Allocation engine.
In the itfm_cost_allocation table, all the values for attributes such as cost_center,location,vendors,department will be null.
Financial Management


Budget Console: Plans and Compare do not show any plans after creating budget plan Install the Financial Management plugin.
  1. Go to Budget Console > Compare. Select plans.
    • Verify plans are available to select.
  2. Go to Budget Console > Plans.
    • Verify list of budget plans are displayed.
  3. Go to Financial Management > Budget Planning > Budget Plans.
  4. Create a budget plan for FY17.
  5. Go to Budget Console > Compare. Select plans. The list is empty.
  6. Go to Budget Console > Plans. The budget plan list is empty.
Financial Management


When updating the budget override, records are deleted from the budget console When updating the budget override, records are deleted from the budget console.
  1. Go to budget console and click on the budget overrides.
  2. Add an override amount and click Delete.
  3. Click Delete for the confirmation.
  4. Now click on the Stay on this page confirmation dialog.
  5. Click Update.
You will see that the record you are editing will get deleted.
Financial Management


Pressing "L" key results in Performance Log Viewer being launched Pressing the 'L' key or typing 'L' in the filter brings up the performance log viewer. While the right panel is attempting to load, other portions of the page will not load properly either.


Calling g_form.setValue on glide_list field with value and display value inserts slashes before commas


Cannot personalize fields showing in activity stream Users cannot personalize fields showing in the activity stream.


Submitting / Saving cmdb_workorder_product_model records with an ampersand (&) in the description field triggers client side errors and prevents save. Submitting / Saving cmdb_workorder_product_model records with an ampersand(&) in the description field triggers client side errors and prevents save. Without the browser console up, it appears that the save goes through - two pop-ups appear with the text 'Submitting' and 'Submitted', but no new record is created. On a Fuji instance:
  1. Install the com.snc.work_management plugin.
  2. Open cmdb_workorder_product_model.list.
  3. Click New.
  4. Fill in Mandatory fields. Include an '&' in the description field.
  5. Click Submit.
    • The text 'Submitting' and 'Submitted' both appear on screen briefly.
This does not produce a new cmdb_workorder_product_model record.
HR Service Management


With a before insert business rule, 'Set user fields' on 'hr_case' overwrites the location field, taking it from the opened_for reference record In a form where user input is taken with a variable called location in a record producer, the automatic mapping of variables to fields works. Before the insert operation on hr_case table, the record has the predefined location field ready to be inserted. However, when executing the business rules, the 'Set user fields' on hr_case runs and blanks (or changes) the location field. The location field is properly set, but is changed by the call to a before insert business rule called 'Set user fields' on hr_case. This affects the HR Service Management plugin.
HR Service Management


Update setProperty calls to use GlideStatus.Set 'gs.setProperty' calls are invalidating the cache and need to be updated to use GlideStatus.Set.
Import / Export


Importing BLOB data via MID server/JDBC from MS SQL does not work as expected When importing BLOB data in ServiceNow, the files are correctly attached. However, if you try to open the attached file, the attachment is in binary encoding and it is not readable.
PRB646816 Geocoding is not disabled by default Many instances are unintentionally making geocoding requests because of the way geocoding was designed many years ago. We should make a change to have this behavior disabled by default.
Knowledge Management


Quotes and apostrophes in short description of KB articles are escaped when viewing articles via the kb_view page
Knowledge Management


Searches on create logs of all search results In a base instance, the 'kb_find_query' UI Macro contains a log statement on line 80. This log statement causes all the results of that search to be saved into the logs in JSON format. The line of code is below: gs.log(response.toFormattedJSON()); Depending on the amount of knowledge articles and the search terms used, this can lead to numerous giant log entries. On instances with large user bases, this can make browsing the logs quite unmanageable.
  1. Navigate to / on any instance.
  2. Type in the search box at the top of the page, and press the Search button.
  3. Navigate to / on the same instance.
A large 'Information' log entry exists, containing a JSON structure of the search results.
Knowledge Management


Back button is just a box in UI11 in Fuji In Fuji instances, the back button is just a box in UI11.
Knowledge Management


In Knowledge V3, the setting Icon in the Knowledge Base does not display the icon on the KB Homepage or subpages In Knowledge V3, there is an Icon field on the Knowledge Base. Setting an icon value for this field should display the icon on the Knowledge Base's home page and sub pages. Instead, the default book icon always shows on all of the Knowledge Base home pages.
  1. In Knowledge V3, go to Knowledge Bases and open any of the existing Knowledge Bases (e.g. Knowledge, HR, IT, etc.).
  2. In case a customized icon is not already set, add an image to the Icon field by clicking Update.
  3. Save the changes and click on View Knowledge Base from the Knowledge Base form, or go to Knowledge/Homepage.
Notice that the customized icons do not display for the Knowledge Base. Instead, the icon is always the standard book icon.
Knowledge Management


Knowledge number is missing in Knowledge Search Results KB number is missing in the Knowledge search results page.
  1. Log into a Eureka instance.
  2. Open an incident record.
  3. Search Knowledge.
    • Knowledge search results show: title, description, number, author, published date, last modified date.
  4. Log into a Fuji instance.
  5. Open an incident record.
  6. Search Knowledge.
The Knowledge search results do not show the KB number.
Knowledge Management


KBViewModelSNC and KnowledgeHelp Script includes are generating logs when viewing KB articles
  1. Go to Service Desk > Knowledge.
  2. Search for a KB article (e.g. "service").
  3. Click on one of the KB articles to view it.
Now, check the logs for lines that do not make sense: "*** Script: :_initializeKnowledgetrue" and "Script: *******KB0000033"
Language and Translations


Table labels missing from global search Table labels are missing for global search. When searching for something in global search, instead of seeing table names next to parent nodes, it will instead say 'no matches for.....'
  1. Search for 'wakka'.
  2. Notice next to task it says 'No matches for.....'
Memory: Heap Space


Reduce RoleLists memory consumption M2M list of RoleLists: Instead of reproducing role lists on a per user basis when presumably there is a lot of repetition from user to user, storing a reference to a role list would help.
Memory: Heap Space


Reduce PDF font memory consumption Fonts for PDF hold too much memory.


Reference field shows preview (ng_view) of the wrong record When pressing on the '>' on a reference field in order to see the preview of the record, a preview of a wrong record appears. The issue was reproduced using several different reference fields in the platform, including the Approval for field on the sysapproval_approver form.
  1. Log in to the Mobile UI.
  2. Navigate to the incident list and choose a random incident with a value in the Caller field.
  3. Observe the user in the Caller field.
  4. Click on the arrow on the right hand side of the Caller field.
Note that a preview of a different user is visible.


Table metadata should include search fields The table layout's table metadata should include the search fields defined by the mobile table titles. Currently, the table metadata includes the title fields and display fields.


Navigation menu in the Mobile UI displays side-by-side with main content in iOS 9 On iPhones using iOS 9, pressing the ≣ icon to open the nav menu will open the nav pane side by side with the main content, causing the UI to be displayed oddly.
  1. Upgrade an iPhone to iOS 9.0.1.
  2. Open an instance using the iPhone.
  3. Tap the ≣ icon to open the nav menu.
The nav menu and main content will appear side by side, which reduces the size of both elements dramatically. This happens instead of the main content moving offscreen to the right when the nav menu appears.


Mobile should display full-sized images when a thumbnail cannot be created When an attachment is encrypted on the Edge, the backend cannot create a thumbnail since it cannot access the image content. However, the mobile UI tries to display only the thumbnails, which results in a broken image icon whenever a record has an encrypted image attached to it.
  1. Enable Edge Encryption.
  2. Enable encryption of incident attachments.
  3. Add an image to an incident.
  4. Try to view the incident in the mobile UI through the proxy.
Notice that the image fails to render because it tries to render a thumbnail, which is absent because it could not be generated.


(Mobile) nav_to URLs do not work on mobile Accessing a nav_to url on the mobile app drops the URL and does not redirect the user if it is a supported URL.
  1. Create a favorite.
  2. Edit the favorite manually via sys_ui_bookmark.list.
  3. Change the favorite to a URL.
  4. View on mobile.
Notice that navigating to the favorite does not work, and the favorite is lost.


NotifyNow: \n line break doesn't work with Notify Question text In testing the \n line break that normally would work does not seem to work with the Notify Question text. If a SMS is sent via the Notify API, then \n does add a line break.
On-call Scheduling


SNC.OnCallRotation methods getEscalateeAt and getCurrentRotaID return incorrect results when called at the same time from separate threads In certain circumstances, the getEscalateeAt and getCurrentRotaID methods of the SNC.OnCallRotation object return incorrect data, displaying the information from the first run despite multiple runs of each method.
Performance Analytics


When historically collecting with the excluded breakdowns option, existing scores are not removed correctly When (historically) collecting with excluded breakdowns option, existing scores are not removed correctly.
  1. Open an instance with no scores.
  2. Create a job with one indicator and exclude a breakdown for that indicator.
  3. Run the job historically for a few days.
  4. Check the number of scores.
  5. Run the same job again, but change the run as user.
  6. Check the number of scores.
There are more scores than expected.
Performance Analytics


In a Breakdown Widget with Visualization = Column setting, the field Percentages to "Percentage of elements" shows the indicator value
  1. Create a widget with the following:
    • Type = Breakdown
    • Visualization = Column
    • Indicator = 'Average age open incidents'
    • Breakdown = State
    • Period = max
    • Percentages = Percentage of elements
  2. Add this widget in a Dashboard.
  3. View the Dashboard.
The values of the columns are not the percentage.


Unable to get current.variables.<variable_name> in service catalog reference qualifier when auto-complete category is routed to read-replica


com.snc.core.automation plugin fails to load when upgrading from Eureka to Fuji com.snc.core.automation plugin failed to load when upgrading from Eureka to Fuji, even though the Core Automation plugin is active on the instance.


Database views do not appear in name choice list in ACLs or in table choice list in Reports After upgrading to Fuji, customers on Oracle may experience issues with creating ACLs for database views, or creating reports on database views. This stems from an issue with the sys_scope field in sys_metadata being a CHAR 32 datatype, which gets padded with whitespace to be 32 characters long and causes a join query to fail.
  1. Install Fuji on Oracle.
  2. Try to create an ACL using a database view as a table. Note that no database views appear in name drop down.
  3. Try to create a report using a database view as the table. Note that no database views appear in table drop down.


Updates not working in SQL Gateway SQL gateway issue causes unexpected results.


Unable to create event from tables with long table name that extends another table such as "Task" Unable to create event from tables with long table name that extends another table such as 'Task'. This also stops email events from being processed correctly from user tables.
Platform Miscellaneous


AMB login can still render 'Continue' dialog There are a few cases where the AMB Login logic can still render the "Continue" dialog.
  1. Log in without the 'Remember me' checkbox marked.
  2. Let the session time out.
  3. Log in with 'Remember me' and do not initiate any UI transactions.
  4. Let the session time out.
Note the Continue dialog.
Platform Performance


Fix script that converts legacy event processors to new event processors changes the existing sys_trigger interval times
Platform Performance


On far nodes, transactions and scheduled workers can be significantly delayed given a large number of cache synchronization entries Schedule worker threads attempt to synchronize their node's copy of the instance cache when they find that there are no jobs left in their work queue. This cache synchronization can result in many database queries, which will take orders of magnitude more time on a far node because of the extreme latency. Today's implementation of the worker threads does this synchronization inside of a Java synchronized block on the work queue object, which means that all other workers and other things that want to work with the queue (e.g. and to get the queue length) will be blocked. This problem does not appear to affect near nodes much because cache synchronization is done much more frequently on near nodes, so there is less work to do, and the latency is much lower, so the work is quicker.
  1. Insert hundreds of entries into sys_cache_flush which will take additional queries to process.
  2. Try to load on a far node repeatedly.
Eventually, when the length of the scheduler queue reaches 0, will hang until cache synchronization has completed.
Platform Performance


Record watcher script engine (that publishes messages via amb) can lead to a watcher getting created via a message publish The record watcher script engine (that publishes messages via amb) can lead to a watcher getting created via a message publish. Watchers continue to exist when users are no longer interested in the db changes corresponding to the watcher, and these watchers could exist indefinitely when created for a table with constant traffic.
  1. A person subscribes to /incident/active=true on node A.
    • This leads to a channel object /incident/active=true being created on node A.
    • This leads to a watcher being created on both node A and node B.
  2. An active incident is updated on node B.
    • Node B via record watcher publishes this incident update.
    • This leads to a channel object /incident/active=true being created on node B.
    • This leads to Record watcher incrementing a persisted counter (effectively) that suggests there is a subscriber to /incident/active=true on Node B.
  3. The person unsubscribes from /incident/active=true.
On Node A, Record watcher still thinks there is at least 1 subscriber to /incident/active=true and continues to publish messages on every incident update until there is a long enough gap between active incident updates for the amb channel reaper to clean up the channel object on Node B, which in turn leads to the watcher being deleted.
Platform Security


GlideRecordSecure does not properly process ACL Restrictions on the History (sys_history_line) table When the user has access to the table in the traditional desktop view, accessing the History (sys_history_line) table from the GlideRecordSecure as an ITIL user throws a 403 error.
Platform Security


OAuth token processor is broken after explicit role plugin is activated
  1. Before activating the explicit role plugin, make sure that OAuthTokenProcessor works.
  2. Enable explicit role plugin.
  3. Access OAuthTokenProcessor.
You can no longer get a token using password flow and that the console log displays: Security restrictions on OAuthTokenProcessor
Project Management


Response Time Indicator on 'Resource Console' module overlaps on the content of the page In a Fuji instance:
  1. Activate the 'Resource Management' plugin.
  2. Navigate to Resource > Resource Console, and click on the Resource Console module.
The 'Response Time Indicator' overlaps the list view of the 'Resource Plans', instead of being right at the bottom left of the page.
Project Management


Timeline Visualization titles do not translate Timeline Visualization titles do not translate when viewing the visualization (
  1. Install an alternate language (e.g. French - Canada).
  2. Install the Timeline Visualization (com.snc.timeline_visualization) plugin. Include demo data.
  3. Open the OOB visualization "CIO Roadmap" record at this link: /

    The Name field is "CIO Roadmap".

  4. Switch to the French - Canadian language.
  5. Open the record from step 3 again. The Name (Nom) field shows the correct translation for the name: Feuille de route du directeur informatique
  6. Click the view (vue) button to view the visualization.

    Note that in the upper left corner of the page, we still get the English version of the name.

Project Management


'Printer-friendly version' system gear option does not work with Timecard applications The 'Printer-friendly version' system gear menu does not work with Time Card applications under My Timecard/Current module.
  1. On an OOB instance, create new/current timecards for an ITIL user by going to an open Project Task's Time Cards related list and clicking New.
  2. Assign ITIL user to the new Timecard. Refer to Wiki for more information.
  3. Impersonate ITIL user and go to Timecards > My Timecards and click on Current. This list should display the newly created timecards.
  4. From the system gear on the top right, select Printer Friendly Version to open this list in a printer-friendly format.
The list comes up empty and there is no 'Click to Print' button displayed.


Home page export to PDF not working as expected when customized and needs other parameters


After upgrading from Calgary to Fuji, report_stats_executions and report_executions records fill sys_audit_delete The report_stats_executions and report_executions tables show audit=false in the dictionary record. However, after a Calgary Patch 7 Hotfix 5 instance is upgraded to Fuji Patch 6 Hotfix 1, any deleted report_stats_executions and report_executions records are recorded in the sys_audit_delete table.
  1. Upgrade a Calgary Patch 7 Hotfix 5 instance to Fuji Patch 6 Hotfix 1.
  2. Load the same report several times to create one or more report_stats_executions and report_executions records.
  3. To simulate the delete code in Script Action 'Report Stat',
    1. Type report_stats_executions.list in the text box and delete a record.
    2. Type report_executions.list in the text box and delete a record.
  4. Check the sys_audit_delete table.
The deleted report_stats_executions and report_executions records were added to the sys_audit_delete table, although audit=false in the dictionary entries for report_stats_executions and report_executions.


Report engine memory consumption can cause node to crash or node performance degradation When generating reports on very large tables without filtering the data, the generated data series can be too big and generates an OutOfMemoryException. This causes a performance degradation on the node, and if repeated, can cause a node crash. This problem occurs when generating reports on very large tables without data filtering.


Loading goes into an infinite loop Loading goes into an infinite loop. This is due to a missing 'report_drilldown' field after dist-upgrade is complete but before the schema completes updating, which can take hours to complete. This is a potential outage if the customer does not have quotas enabled as they may run out of semaphores part way through upgrade_complete running, if enough transactions are stuck.
  1. Upgrade from Fuji to Geneva by manually executing dist-upgrade (do not run upgrade_complete yet).
  2. Log in and load home page with any report (ITIL homepage is a good test).
Reports do not load and cause to go into an infinite loop.


Calendar report pulls all the data, applies ACL rules, and then shows one month of data Calendar report pulls all the data, applies ACL rules, and then shows one month of data. There is a system property available which limits the number of records calendar report should pull, which is by default is 100000. In this case, the 3129 records from u_vacation is being pulled and ACL evaluations are being done on all those records. Response time on average: Response time(ms): , network: 0, server: 20512, browser: 1968
  1. Log in to ServiceNow.
  2. Navigate to Reports > View / Run.
  3. Select a calendar report and click Run. The report is generated.
Resource Management


Running a Resource Management report on Resource Reports (Monthly) does not generate actual hours If the system property glide.sys.date_format as = dd-MM-yyyy, Resource Reports Monthly does not generate Resource Actual (hrs) by Month even if there are time cards for that specific time frame.
  1. Change glide.sys.date_format to = dd-MM-yyyy.
  2. Navigate to Resource Management > Reports > Resource Reports (Monthly).
  3. Using the calendar set the start and end date.
  4. Select a project and click Run.
The Resource Actual (Hrs) by Month is empty.


Project workbench: issues caused by "test plan" is not required while creating "Test" phase In the project workbench, issues are being caused when a test phase is created without a test plan. In the bottom VTB view, creating a test phase without a test plan does not result in a warning/error message.
  1. Create a project.
  2. Go to the workbench.
  3. Create a test phase without a test plan (since it is not required)
  4. Select the test phase.
  5. In bottom list view, create a test case.
    • The user will get a error message: invalid insert/need to associate it with a test plan.
  6. In bottom VTB view, create a test case.
There is no warning/error message. It appears as if creating the test case worked successfully, even though there was no test case created in the VTB.


Planning board gives unsupported browser messages in UI11 for supported browsers The planning board used to work in UI11 (see any Dublin release). However, in newer versions, if you try to access the planning board it will throw the message: This browser is not supported by Planning Board. Compatible browsers include IE10+ and up-to-date versions of Safari, Google Chrome and Mozilla Firefox
  1. Log in to any Eureka, Fuji, or Geneva instance.
  2. Switch to UI11 using the sysparm_device=desktop in the URL bar.
  3. Install the SDLC Scrum Process plugin if it is not installed already.
  4. Go to SDLC > Planning Board.
You will see the following message: This browser is not supported by Planning Board. Compatible browsers include IE10+ and up-to-date versions of Safari, Google Chrome and Mozilla Firefox


Upgrading to Fuji on an instance that has the 'SDLC - Scrum Process Pack' plugin results in a second 'New' UI Action on the cmdb_model list Upgrading to Fuji on an instance that has the 'SDLC - Scrum Process Pack' plugin results in a second 'New' UI Action on the cmdb_model list. This issue occurs on instances that have the 'SDLC - Scrum Process Pack' plugin (com.snc.sdlc.scrum.pp) installed before the upgrade.
  1. Open and verify that only one 'New' button appears.
  2. Install the 'SDLC - Scrum Process Pack' plugin.
  3. Open again and verify that there is only one 'New' button.
  4. Upgrade to Fuji.
There are now two new buttons on


Unnecessary log statement 'gs.log(">>>> LU >>>> " + lastUpdated)' clutters the log file There are unnecessary log statements -- "gs.log(">>>>>> LU >>>>>>>>> " + lastUpdated)" -- cluttering up the log file.
  1. Activate the "SDLC - Scrum Process Pack" plugin in a Fuji instance.
  2. Go to the script includes listed below. They are auto-added when the plugin is activated. Notice the gs.log statement:
    1. ScrumAjaxTaskBoardDetailsProviderLegacy //Line 308 has the log statement
    2. ScrumAjaxTaskBoardDetailsProvider // Line 299 has the log statement
The gs.log statement: gs.log("> > > > LU > > > > " + lastUpdated) This log is written every time the board is updated (updateTaskBoardData).
Security Incident Response


Closure Information section vanishes after Security Incident is closed The Closure Information section vanishes after a Security Incident is closed.
  1. Close a security incident.
  2. Notice that the closure information section disappears.
Service Catalog


Expanding 'More Information' via search opens the item In the catalog item list view from search, clicking 'More Information' on any item opens the item. 'More Information' should open details of the catalog item without navigating to item detail view that allows you to add the item to cart.
  1. Open the Service Catalog.
  2. In the search box at the right top corner, add some search text (for example, Apple).
  3. In the item list view, try toggling detail view of any item by clicking More Information. The item detail view is expanded/collapsed and the page changes to the detail view of the item.
Service Catalog


Wrong translation value for 'Copy of' is added to the catalog item name after it is copied The wrong translation value for 'Copy of' is added to the catalog item name after it is copied. This happens only when the flow is tried in two different languages. The 'Copy of' remains in the original language.
  1. After restart, change node/instance language to any non-English language (e.g. German).
  2. Copy an item.
  3. Check that the prefix to 'name' appears in the correct language.
  4. Change the node/instance language to English.
  5. Copy an item again.
The prefix is in the original language.
Service Catalog


Advanced reference qualifier does not use 'current' correctly on catalog task form Advanced reference qualifier does not use 'current' correctly on catalog task form. On the Catalog task form, variables are made available by workflow and execution plan, but when using 'current.variables' in the Advanced reference qualifier, the result is always undefined.
  1. Create a new Catalog Item:
    1. Navigate to Maintain Items > New.
    2. Fill in required details.
  2. Add two variables to the item:
    • First variable - For example: Name
      1. Type: SelectBox.
      2. Fill in question name and variable name in the Question section and save the variable. For example, Name, name
    • Second variable - For example: User
      1. Type: Reference.
      2. Fill in question name and variable name in the Question section. For example, User, user.
      3. In the Type Specifications section, choose [sys_user] table as reference.
      4. For Use reference qualifier, choose Advanced.
      5. Enter any qualifier which uses "current" object.
  3. Select an execution plan/workflow for the item. For example: DEFAULT (execution plan)
  4. Select at least one task that is defined in the workflow/execution plan selected above and add variables to the task. For example, select the Provide Service execution plan task, and in the Variables related list, add the above defined variables.
  5. Try to order this item by clicking the Try It UI action on catalog item form.
  6. Enter a user name in the Name question. For example: abel.tuter
  7. Order this item.
  8. Open the request item that was created against this order and item. In the Catalog Task related list, select the one you have added variables to above. For example: Provide Service
  9. Note that Name and User variables appear in the Catalog Task form. Click on the glass icon against the User variable.
  10. Observe that the popup shows no records. Expected result: The reference qualifier should filter the user records. In the above example, it should only show Abel Tuter.
Service Catalog


Yes/No variables on record producers are not mapped to True/False fields on forms If a Yes/No variable on a record producer has the same name as a True/False field, the variable will not be automatically mapped to the field. In order for it to work, it must be manually mapped in the 'Script' field on the producer.
  1. Add a True/False field to a table.
  2. Create a record producer for that table.
  3. Add a Yes/No variable to the producer with the same name as the True/False field on the table.
The variable does not map and must be mapped manually in the Script field on the producer.
Service Catalog


Business rule performing incorrect check against child records A business rule named 'request closure' runs on the sc_request table when a request has been closed as Cancelled or Incomplete. The business rule incorrectly performs a check against child sc_req_item records ("children.stage != 'Complete'") in the script. This statement always evaluates to true, as Complete is not a valid stage on an item. As a result, requested items that may have already reached a Complete (finished) state have their stages changed.
  1. Open the Service Catalog.
  2. Do one of the following:
    • Use an Order Guide to order multiple items.
    • Manually add a few items to your cart.
  3. Check out the items.
  4. Go through the process for one of the items so the items reaches the Complete stage. Other items that are open or not yet completed should still be available.
  5. Open the parent Request record.
  6. Change the Request state to Closed incomplete or Closed cancelled (this triggers the "request closure" business rule). For items that are not completed, the stage is set to Request cancelled and Active is set to false. However, the item that has been completed is also changed to Request cancelled.
Service Catalog


Catalog UI Policies are being deleted (e.g. service creator, preview service, service_preview)
Service Catalog


'Delivery Date' and 'Estimated Delivery Date of Complete Order' is wrong when dateFormat is 'dd/MM/yyyy' When instance has a dateFormat of "dd/MM/yyyy", the "Estimated Delivery Date of Complete Order" and "Delivery Date" on the "Order Status" (Self Service View) of the request show the date format of "MM/dd/yyyy" instead. This issue is observed in the cases below:
  • The service catalog property "use the sc_layout driven cart macros" ( is disabled.
  • You are in the Self Service View.
Steps to reproduce in the Self Service View:
  1. Log into the Fuji demo instance.
  2. Change the system properties glide.sys.date_format to dd/MM/yyyy. (
  3. Go to existing request (for the base system, look for REQ0000003). (
  4. Change to Self Service View.
  5. Click the requested item (for example, Dell Precision 690, which is RITM0000006). Change the Due Date for the requested item (for example, RITM0000006) to 10/06/2015 (we want 10 June 2015).
  6. Go back to the existing request in step 2 and look at the Self Service View. ( Look at the Estimated Delivery Date of Complete Order and Delivery Date.
Display result: The display result is 06/10/2015. For dateFormat "dd/MM/yyyy", the date becomes 6 Oct 2015. Expected result: The result should be 10/06/2015. For dateFormat "dd/MM/yyyy", the date should be 10 June 2015.
Service Catalog


Special characters escaping in the service catalog variable and the summary page in edit cart view A blank screen appears after clicking 'Proceed to Checkout' on the two-step shopping cart page or 'Edit Cart' button when the variable question value contains an ampersand.
  1. Go to the catalog item 'packaging and shipping'.


  2. Add a new choice 'test&test' to the variable 'shipping type'.


  3. Go to the catalog item and select the new choice.
  4. Add the item to the cart.
  5. Proceed to checkout.

    Error: The reference to entity "test" must end with the ';' delimiter.

  6. Make glide.ui.escape_text false.
  7. Go to the catalog item 'packaging and shipping'.


  8. Add a new choice 'test&test' to the variable 'shipping type'.


  9. Go to the catalog item and select the new choice.
  10. Add the item to the cart.
  11. Proceed to checkout.
Error: The reference to entity "test" must end with the ';' delimiter.
Service Catalog


In a variable on a catalog item, the Help tag does not translate quotations and other special characters correctly In a catalog item, if you add a variable and edit the Help tag, quotes are translated to the equivalent hex code.
  1. Open a catalog item.
  2. Add a variable that includes Show help.
  3. Click on Show Help.
  4. In the Help tag, type in a phrase that has quotes. (For example, This is an "example.")
  5. Submit the variable.
  6. On the catalog item, click Try it.
Service Catalog


Reference lookup in $tablet causes error, will not finish loading datatable Reference lookup variable causes error in tablet view. Reproduced on a Fuji instance:
  1. Log into $
  2. Open Service Catalog and find the item 'Report Outage'.
  3. Select the magnifying glass next to "What application is down/unavailable?" and watch the console log.
Error will appear and halt execution of Uncaught TypeError: Cannot read property 'sEcho' of null
Service Catalog


A 'null' value is appearing in checkout page
  1. Set the property to false so the delivery address is taken from the User record.
  2. Set the property to enable two-step checkout for service catalog by navigating to Service Catalog > Properties and setting the Use the two step catalog checkout model property the true (the default is false).
Note that if you impersonate any user and order anything from the service catalog, the null value appears in the shipping address fields.
Service Management Designer


Error message appears on custom application Request Template form When editing an existing or creating a new Request Template for a custom application, the error message "There are no applications installed! Either install an application or create a new one" appears at the bottom of the form.
  1. Activate the Service Management Core plugin.
  2. Navigate to System Applications > Applications.
  3. In tab Develop, click New.
  4. In Start from a template, click Create.
  5. Fill in Application name in Basic Service Management, then click Create.
  6. Navigate to the app menu and click Request Templates.
  7. In the Request Template form, click New.
Note the error message "There are no applications installed! Either install an application or create a new one."


Survey answers are duplicated on survey form in Japanese When viewing a survey created in the Japanese language, the answers in radio select questions are appearing in both the title across the top as well as on each individual question.
SW- Discovery


WMI collector is not started when installed in directory with space When WMI collector is installed in Windows directory that contains space, it does not start up, and Discovery of Windows hosts is not performed.


Map indicators filters do not work Map indicators filters do not work, and default values of map indicators should be Configuration Item (i.e. not Business Service).
  1. Go to map indicators.
  2. Create new.
  3. Add a filter for high medium and low priority for incident.
Note that:
  • The new created indicator uses the CMDB Ci field 'Business Service' instead of 'Configuration Item.'
  • The filter does not function.
System Applications


Form customizations are not getting updated on target instance when an App extends task table
  1. Create an app with a App1table that extends task table on instance 1.
  2. Now make the app available on Instance 2.
  3. Install the app on Instance 2 and navigate to the table form.
  4. Now navigate to App1Table and customize the form by moving around some fields.
  5. Now publish the app again on Instance 2.
  6. Update the App on Instance 2.
The customizations don't show up on target instance. If you look at the installation files, you can see local customization on the form layout and hence the update is missed. Now repeat the above steps without navigating to the table form on target instance. This time, the customizations show on target instance.
System Applications


Need better error message when user who does not belong to the login company tries to publish If a user logs in on an author instance, creates an app, and tries to publish it to the store and give abel.tuter (i.e. someone outside of the login company) in the popup, it says 'invalid user name/password'. This error message is not specific enough; we need a better error message when user who does not belong to the login company tries to publish.
System Applications


App Client always shows 2-digit version number, even though app is in 3-digit version number format App Client always shows a 2-digit version number, even though the app is in 3-digit version number format. For example, the app has a version number of '3.0.1', but it displays as '3.0' in the Downloads tab.
System Applications


Sys_scope and the sys_package are unset on the sys_class_name field Sys_scope and the sys_package are unset on the sys_class_name field.
  1. Create a test application (e.g. "Test App").
  2. Create a test table (e.g. "Test Table").
  3. Open the new table and locate the sys_class_name dictionary record. BEFORE opening it, add the "Application" (sys_scope) column to the dictionary list and note that is should be in the "Test App" application.
  4. Open the dictionary record. The application is now blank.
  5. Return to the list. The application is still blank because an update took place.
Team Development


sys_ui_list records for reports are being suppressed sys_ui_list records for reports are being suppressed and therefore have many fields set to NULL in sys_metadata (e.g. sys_name, sys_update_name, and sys_scope).
  1. Navigate to Reports > Create New.
  2. Make sure the Report is of the Type 'List', and change the Columns to be non-default.
  3. Click Save.
  4. Navigate to sys_metadata table.
Observe that there are 2 new sys_ui_list records whose fields are set to NULL.
Text Search


Global text search is not locating [sc_req_item] records on specific sort options Global text search is not locating RITM records. A generic search for any keyword on Requested Items does not retrieve any RITM ticket number. If sorting by Number rather than by Requested For, the search then works and retrieves RITM numbers.
  1. Navigate to Requested Items (sc_req_item.list).
  2. Add the following filter:
    • Keywords <are> open
  3. Click Run. Note that you get several records.
  4. Add the following order:
    • Request.Requested for <a-z>
  5. Click Run. Note that you do note get any records when adding the Request for sort order and the following error is reported if Debug Text Search is enabled.

    "Column 'request.requested_for' not found.: java.sql.SQLException: Column 'request.requested_for' not found."

  6. Click the Requested for column instead of adding the order in the filter section. Note that no rows are returned but no exception is logged.
Update Sets


[Oracle] Unable to create Update Set if name of existing update set is 80 characters and 'Suggest name for new update set' BR is active On Oracle, if the next suggested update set name exceeds the 80 character max length, the system will time out and not create a new update set. The issue is not reproducible on MySQL.

OOB, the update sets 'name' field has a max length of 80.

On Fuji, the 'Suggest name for new update set' business rule is enabled by default and auto-populates an update set name.

  1. Create a new Update Set with a name with the maximum number of characters allowed (80).
  2. Set the state of the Update Set just created to "Ignore".
  3. Attempt to create a new update set.
The system will not create a new update set and the request will time out. Note the message: 'Transaction cancelled - maximum execution time exceeded'.
Update Sets


Setting base instance modules to active=false creates corresponding sys_update_xml records where replace on upgrade=false When marking base instance modules as inactive, the corresponding Customer Update record is set to Replace on upgrade=false, when the expected behavior would have it Replace on upgrade=true.
  1. Navigate to System Definition > Modules.
  2. Open any base instance module record, such as CI Relation Types.
  3. Uncheck 'Active' flag and 'Update' record.
  4. Navigate to sys_update_xml and sort by created.
  5. Personalize columns to include Replace on Upgrade. Note that Replace on upgrade shows 'false' for newly created CI Relation Types sys_update_xml record.
Update Sets


Clicking 'Commit' multiple times causes multiple commit threads, duplicate update sets, and unique key violations during insert While loading large update sets, users can click the Commit button multiple times and produce unique key violation errors.
  1. On a large update set with many new records, click the Commit button multiple times.
  2. You will then receive unique key violation commit errors. After the commit, you have N update sets (where N is the number of times you clicked Commit).
Update Sets


Coalescer for form sections selects a duplicate with a different sys_id even when the sys_id is valid in the target system When multiple form section records for the same table/view/caption exist on an instance (for example, Table = incident, View = Default view, Caption = NULL), only one is used when the form is rendered and personalized/configured.
  1. Identify two instances with the same set of duplicate form section records: (For example: Table = incident, View = Default view, Caption = NULL)
  2. On the source instance, create an update set and capture form section updates: (For example: change the order of fields or add/remove a field.)
  3. Complete the update set and retrieve it on the target instance.
  4. Compare the update records in the update set on source and target instance. There may be an update record referencing a different form section record in both the update name and XML payload (the sys_id in the name and payload is changed when the update set is being retrieved).
Update Sets


Update set picker does not remember the update set after session timeout When an update set is changed in update set picker (e.g. test123) and the user logs in again after the session times out, the current update set is different than what was set before logoff.
  1. Add the system property glide.ui.session_timeout / integer/ value=1 -- (this is 1 minute to session timeout).
  2. Log out.
  3. Uncheck the 'Remember Me' checkbox from the log in screen.
  4. Log in as System Administrator.
  5. Switch your update set or create a new one and set current. Make sure the 'Your current Update Set has been changed' message is seen.
  6. Wait until session timeout.
  7. At the login screen, uncheck the 'Remember Me' box and log back in as System Administrator.
  8. Check the current Update Set.
Update Sets


Commit log contains blank (empty) error log There is a blank (empty) error message in the commit log, and the local host log has a different error (but not the error shown in the local host log relevant information).
Upgrade Engine Issues


Updates in an app are skipped if there is an uncommitted update set at the target instance with similar updates
  1. Create an app with some properties.
  2. Move the update set associated with this app to the target instance.
  3. Do not commit the update set (state is still only loaded).
  4. Now go back to the app at the source instance and click on 'Make app available to other instance'.
  5. Go to the target instance and install it.
The updates related to the properties will be skipped. However, note that the other update set was still in the Loaded state not committed but still causes the updates to be skipped when installing the app. The same results happen if you had sys_ui_view, form sections, etc.
Usage Analytics


UsageAnalytics Upload job running on on-prem instances runs nodes out of memory Because the Usage Analytics plugin is turned on for on prem instances, they track and record usage data locally. However, they also try to upload usage data to the UA central instance daily and fail. The amount of data to upload accumulates each day and eventually runs the node out of memory.
User Interface (UI)


Reference pop-up does not always have the 'X' icon to close the window Holding the shift key when hovering your mouse over a reference icon keeps the pop-up window open if the mouse is moved. Sometimes, the window will not have the 'X' in the top right to close the window. The issue seems to occur randomly.
  1. In the affected instance, hover mouse over a reference icon until pop-up window appears.
  2. Hold shift, and move the mouse icon to keep the pop-up window open.
Occasionally, you will see that the pop-up window does not have the 'X' in the upper right corner to close the window.
User Interface (UI)


Navigator application and modules have same alignment
  1. Load navigator.
    1. The applications should left-aligned with filter box and logo.
    2. Modules should be indented more than applications.
    3. Separators and others should align in compact mode the same as in not compact mode.
User Interface (UI)


System Configuration - banner image background is broken When the System Configuration page is selected, the Express image looks odd because there is no banner image background.
  1. Log in as admin to Express.
  2. Navigate to System Administration homepage > Basic Setup > System Configuration.
Notice the banner image background.
User Interface (UI)


Internet Explorer modifies page to help prevent cross-site scripting when using sys_template In IE11, a message is displayed: Receiving message: Internet Explorer has modified this page to help prevent cross-site scripting.
  1. Open your instance in Internet Explorer 11.
  2. Navigate to "All Properties" on the left navigation filter and look for the following property: 'glide.template.max_context' and set value to 2.
  3. Navigate to "Change Request" form and apply the template by right-clicking on the header.
Note that it opens in a pop up window with the cross-site scripting error at the bottom.
User Interface (UI)


Read-only multi line text catalog variable does not increase in height or show scroll bar when populated with more text than visible in default Read-only multi line text catalog variable does not increase in height or show scroll bar when populated with more text than can be viewed in default size.
  1. Add a multi line text variable (Special Instructions) and a multiple choice variable (Select version) to Access catalog item.
  2. Add two choices to the multiple choice variable - 2010 and 2013.
  3. Create UI policy to set Special Instructions variable to read-only on form load.
  4. Create client script that will populate Special Instructions field with about 1000 lines of text when 2010 is selected for Version.
The Special Instructions field does not increase in height nor does a scroll bar appear. When UI policy is deactivated (Special Instructions variable is no longer read-only), the Special Instructions field increases in height and a scroll bar appears.
User Interface (UI)


List filter does not show properly for NULL_OVERRIDE values or values that contain JavaScript
  1. Log in to your instance.
  2. Navigate to User Administration > Users.
  3. Open the advanced search conditions.
  4. Add a query for the Language field with the condition is.
    1. The possible options are English and French and that System (English) is missing.
  5. Select one of the language options.
  6. Click Run.
  7. Open the advanced search conditions.
  8. Click the Language choice drop down.
A new entry displays with a value of: javascript:'System (' + new I18nUtils().getUserLanguage() + ')'
User Interface (UI)


'List filter' module type is not working in UI16 List Filter module type should resolve to a link However, in UI16, it is resolving to null.
User Interface (UI)


Incident work note details are not seen (they get cut) if the incident has a big Activity history When there is a big Activity history, the alignment of the notes/comments move to the right. In such notes, the details are cut and are not completely visible: the texts are not getting wrapped and are therefore not visible.
  1. Go to an incident.
  2. Put in a work note with the following:

[code] Text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text text [/code] The activity formatter does not display properly.

User Interface (UI)


UI15 does not display all elements on the activity filter When configuring a large list of options in the Activity Formatter (Activities Filtered), UI15 does not display all of the available filter options.
  1. Open an existing incident record.
  2. Go to the Activity section of the from.
  3. Right click on the Activity label > select Configure Activities.
  4. Select all the items on the available list. Move the selected list in the slush bucket and click Save.
  5. Return to the form and attempt to configure the activity filter.
User Interface (UI)


Legacy htmlArea editor does not populate with UI buttons When turning on the legacy htmlArea editor, navigating to a page that uses the editor throws a console error. This stops the editor from fully rendering. textArea has no buttons, no UI, no editor options; is just a plain textArea. Error: Uncaught SyntaxError: Unexpected identifier
  1. Log in to your instance.
  2. Navigate to System Properties > UI Properties.
  3. Change Editor from TinyMCE to htmlArea and save.
  4. Navigate to KB > Create New.
Note that textArea does not populate with UI buttons.
Visual Task Boards


Visual Task Board created from task.list do not display work notes, unlike VTB created from extended tables (e.g. incident, change or SDLC) In a Fuji instance:
  1. In the navigator, type in Task.list.
  2. Select the state, right-click, and choose Show matching.
  3. Select change request, right-click, and choose Show matching.
  4. On the state column, right-click and select Show in Visual Task Board.
  5. Look at one of the cards.
    • The work notes do not show.
  6. Now, do the same but go to the extended tables.
  7. Go to Change.
  8. Open changes.
  9. Select the state Open, right-click, and choose Show matching.
  10. On the state column, right-click, and select Show in Visual Task Board.
  11. Select one of the cards.
The work notes are there.
Visual Task Boards


Some SDLC Task fields do not display on VTB view
  1. Navigate to SDLC/tasks open and select a record.
  2. In the view section, select VTB.
  3. Set your fields to: - story - type - state - priority - planned hours - Remaining hours - Assigned to
  4. Save and navigate to the open task list.
  5. Match on 'updated by' or a field to make a smaller selection.
  6. On the column header of 'state', right-click Show in Visual task board, ensuring compact view is off. Inspect the fields that appear.
  7. Open a new list from task.LIST.
  8. Make a filter to pull in the SDLC task from above and then right-click number and show in visual task board, ensuring compact is off.
  9. Compare fields that are showing on same SDLC task in both task boards.
Visual Task Boards


Visual Task Board users do not see the list of boards to which they have access when using the "Add Task to VTB" functionality When you click the 'Add to Visual Task Board' UI Action from the Context Menu, it pulls up a list of VTBs, most of which you don't have access to. We should only return selectable results so users do not need to page through trying to find where their VTBs are.
  1. Navigate to Visual Task Boards > My Task Boards.
  2. Create a new board of any type.
  3. impersonate Beth Anglin
  4. Go to incidents
  5. Choose any incident and right-click the form header
  6. Choose 'Add to Visual Task Board'

You'll see Rows removed from security constraint message. This is an issue if there are several hundred boards and you only have visibility into 1 or a few and you need to page through several pages.

Visual Task Boards


Freeform Visual Task Board does not honor 100 card limit Even though each Visual Task Board should display a maximum of 100 cards, users can create a Freeform Task Board and keep adding cards to it. The 100 card limit is not honored. As you scroll up and down the various lanes, all of the cards show in Freeform board.
  1. Create a new Freeform Visual Task Board.
  2. In the 'To Do' lane, click on the plus sign (+), and add 100 cards.
  3. In the 'Doing' lane, click on the plus sign (+), and add another 100 cards.
  4. In the 'Done' lane, click on the plus sign (+), and add another 100 cards.
  5. Scroll up and down each lane. Note that all the cards are included and displayed.
  6. Exit the Visual Task Board, and go back and re-open it.
The display is not capped at 100 cards and all the cards are included.
Web Services


CSRF token enforced on REST API requests not coming from UI Whenever a REST API request is made from our UI, it makes sense to enforce CSRF validation in regards to security but when a REST API request is made from any other client (integration traffic), CSRF token validation is not required.
  1. Create an integration using any HTTP client (Java or Python).
  2. Make a call using basic auth.
  3. Use cookies returned to make second call (to avoid HTTP session creation again).
Observe that a 401 error is returned because of CSRF token validation failure.
Web Services


REST and other integration traffic often leads to stale session buildup and scarce available memory Instance performance may be affected when:
  • An integration makes a request with basic authorization that creates a session
  • The integration makes a new request with a different session cookie or no session cookie.

Each session lives up to the session timeout for the system, consuming memory and resources.

  1. Submit multiple requests to a REST or JSONv2 endpoint.
  2. Specify basic authorization credentials in each request, but do not specify a session cookie.
  3. Observe multiple sessions created on the instance and wait until session timeout:



Workflow does not handle transaction cancellations well, and workflows hang When a transaction is cancelled, the workflows hang.


When resetting approvals (via business rule), the Approval Coordinator activity from Workflow moves to Approved When you reset the workflows through a business rule, the approval coordinator activity from Workflow will automatically and unexpectedly move to Approved.


Pre-generated approvals / task that got approved prior to reaching the approval / task activity gets reset after reaching the approval activity When a pre-generated approvals is approved prior to reaching the approval activity, it gets reset after reaching the approval activity. This issue is observed in Fuji and higher instances.


Upgrade of wf_history adding input_data and output_data columns with new default value takes excessive time Data center takes too long to upgrade: upgrade of wf_history adding input_data and output_data columns with new default value takes excessive time.


Setting request item state to 'cancelled' also causes the workflow state to be cancelled When a Set Value activity is used to set the state of a Request Item to 'cancelled' immediately before the workflow's ending, the workflow context is also marked as 'cancelled', even though the workflow actually finishes.
  1. Open a workflow.
  2. Assign the workflow to a Catalog Item.
  3. Order the Catalog Item.
  4. Close the generated task.
Note that while the request item and workflow will be cancelled, the workflow actually finishes and should be marked finished.

Other Geneva Patch 1 information

CMDB: Properties installed with Identification and Reconciliation
  • Updating these properties requires users to have the admin role.

Fixes included with Geneva Patch 1

* Unless any exceptions are noted, you can safely upgrade to this release version from any of the versions listed below. These prior versions contain PRB fixes that are also included with this release. Be sure to upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.