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Geneva Patch 11

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Geneva Patch 11

The Geneva Patch 11 release provides fixes for the Geneva release.

Geneva Patch 11 was released on February 28, 2017.
Build date: 02-23-2017_1417
Build tag: glide-geneva-08-25-2015__patch11-02-08-2017

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.

Security-related Fixes

Geneva Patch 11 includes fixes for security-related problems that affected certain applications and the ServiceNow platform. We recommend that customers upgrade to this patch for the most secure and up-to-date ServiceNow features. For more details on security problems fixed in Geneva Patch 11, refer to KB0621463.

Notable Fixes

The following problems and their fixes are ordered by potential impact to customers, starting with the most significant fixes.
Problem Short description Description Steps to reproduce

Performance Statistics and Graphs



Blank lists might display when trying to view a table

Many operations, like loading the list view for a table, are timed for building performance metrics. An issue with this timing causes the transaction it is timing to error out.

One possible symptom is seeing a blank list when trying to visit a table despite not failing any ACLs. The issue resolves itself in a few hours or days.




Connect Support chat message entries between two people are all shown in activity stream as one account All chat messages which are posted before an incident is created will show up on the activity stream as being inserted by one person, even though there are two people messaging.
  1. Activate the Chat, Connect, and Connect Support plugins.
  2. Create a queue and select the Service Desk assignment group.
  3. In one browser, log in as Abel Tuter (do not impersonate).
  4. In a different browser, log in as an ITIL user (do not impersonate).
  5. With Abel Tuter, create a new chat in the queue.
  6. Answer the chat as the ITIL user.
  7. Post a few chats back and forth between the two users.
  8. With the ITIL user, create an incident from the chat and save the incident.

Expected result: The activity stream in the incident should show a chat conversation between the two people with their respective names.

Actual result: You will see only the ITIL user listed for every posted chat message.

Edge Encryption



Selecting 'Update All' or 'Update Selected' in a list view nullifies Edge Encryption encrypted fields

This issue only affects Edge Encryption customers who have tables with Edge Encryption encrypted fields and active encryption configurations for these fields.

Data loss can occur when attempting to update records with edge encrypted fields. This is due to a defect in the handling of the multiple update function in a list view.

When a user updates several records with encrypted fields in list view using Update All or Update Selected, the contents of the encrypted fields are lost once Update is clicked.

Refer to the listed Known Error KB article for details.

Edge Encryption


A network outage can cause the proxy server to give up trying to connect back to the instance

This issue only affects Edge Encryption users.

Users should be able to set the connection retry interval and retry limit for the proxy server.

The fix for this PRB allows users to set the retry interval and limit with the edgeencryption.register.retry.count property. The default value for the connection retry interval is 5 seconds, and the default value for the retry limit is 0. When the retry limit is set to 0, the proxy server will attempt to reconnect until a connection is established. See Edge Encryption general properties for details.

All Other Fixes

Problem Affected Plugins Short description Description Steps to reproduce



Session pool fails to unblock borrows when returning failed connections Apache Commons Pool does not check for blocked borrowers when returning objects that fail with testOnReturn enabled.



onChange client scripts run when a live update is received When a field is changed in one client session, it also changes automatically for all sessions viewing that form.
  1. Create a client script 'onChange' to throw an alert when some field gets changed.
  2. Log into the same instance with another user (in a different browser or in incognito mode).
  3. Navigate to the same form for both sessions.
  4. Make a change in one of the sessions to trigger the client script created in step 1.
  5. Save the record.

Verify in the other session that user also gets the alert popup.

Knowledge Management


Knowledge Management V3 Resizing issues with Knowledge pages Knowledge pages are not always resized properly - some pages are cut off. In addition, the Knowledge ESS script should only run when knowledge pages are being rendered.

Knowledge Management


Unable to search on tags through Knowledge search Tags assigned to a user or a group are not visible on the Knowledge home page under the Tags section. When clicking on the tag, the system only redirects to KBs that are visible to everyone. The tag is not respected.
  1. Go to a KB article.
  2. Add a tag (e.g. tag1) to the article, and make it visible to Abel Tuter.
  3. Go to another KB and add a new tag (e.g. tag2), but this time, make this tag visible to everyone.
  4. Impersonate Abel Tuter.
  5. Navigate to Self-Service > Knowledge > Knowledge.
  6. Check the Categories section.

You can see both tag1 and tag2.

When you go to the Tags tab, only tag2 (which is visible to everyone) is visible. You cannot see tag1, which is visible to Abel Tuter.

Knowledge Management



Users with knowledge_admin role do not have read/write access to all knowledge bases Users with knowledge_admin role should have read/write access to all knowledge bases regardless of user criteria.

Refer to the listed Known Error KB article for details.

Knowledge Management


Knowledge Management V3 In Knowledge V3, the page never finishes loading when a user enters two numbers or letters (or a combination of both) into the homepage search This issue occurs in Knowledge V3. When a user enters two numbers or letters into the homepage search, the search begins, but it keeps spinning and never returns any results. The page turns white with two columns and a spinning circle in the left column.

In an instance with Knowledge V3:

  1. Navigate to Knowledge > Homepage.
  2. In the search field, type F5 and hit the Enter key on your keyboard.

The page turns white with two columns and a spinning circle in the left column that never stops spinning. No search results are returned.

Knowledge Management


Knowledge Management V3 When ESS users access the Knowledge homepage, categories intermittently do not show up ESS users are experiencing intermittent issues with categories on the Knowledge homepage. When some ESS users click the ESS link to the Knowledge page, no categories are loaded. Sometimes, all categories load correctly.

This issue occurs intermittently.

  1. Log in to an instance as an admin user.
  2. Navigate to Self-Service > Knowledge > Knowledge Bases.
  3. Make one knowledge base active, and make the remaining knowledge bases inactive.
  4. Navigate to ESS.
  5. Press command and click the knowledge link 20-30 times continuously on that page.

    This will cause 20-30 tabs to open.

In some of these tabs, the categories do not load.

Expected behavior: The categories load on the knowledge base home.

Actual behavior: The categories do not load.

Performance Analytics



Performance Analytics Performance Analytics widgets break when the 'Show target' option is selected, and scorecards do not appear Performance Analytics widgets break when 'Show target' option is selected, and scorecards do not appear. On upgraded instances with more than 32 targets already set, scorecards and widgets can be broken because the instance is using a sorting method for the targets that does not account for the second level breakdown targets. This issue can occur on instances prior to Helsinki that use Java 8.
  1. On an instance with more than 32 targets already set, navigate to Performance Analytics > Dashboards.

    Note that certain widgets do not appear.

  2. Navigate to Logs > Errors.

The error message "Comparison method violates its general contract" is displayed.



Update or Insert incident causes "Lock Wait TimeOut Exceeded, try restarting transaction" due to update set changing default value or adding boolean field Long-running transactions updating the task table can fail when new fields are added to the Incident form. The system does not batch or limit the UPDATE that initially populates the default value when fields are first created, resulting in an UPDATE statement that always targets the entire table. These long-running updates can block reads against that table and can cause an outage.

Security Incident Response


Security Incident Response Security Incident Response plugin is causing issues with attachments and work notes The Security Incident Response plugin is stopping user access to journal fields on any non-task table.

Security Incident Response


Security Incident Response Opening a Security Incident template from a list takes longer than 1000 seconds When a user with a large number of groups tries to create a Security Incident template, the page hangs.
  1. Navigate to Security Incident Templates.
  2. Create a new security incident template.

    Observe slowness.

  3. Open a record in the list of incident templates.

    Observe slowness.

Service Catalog



Catalogs have extra space between variables In Service Catalog, if a variable set has 'Visible' set to 'false', the UI policy does not hide the element and it displays as an empty space between the fields.
  1. Navigate to Service Catalog > Catalog Variables > Variable Sets.
  2. Create a variable set with two single-line variables.

    For more information, see the product documentation topic Create a variable set.

  3. Set Order to Variables with two consecutive numbers.
  4. Create a Catalog UI policy that applies to the variable set.
  5. Within the Catalog UI policy actions, add the two variables and set Visible to false.
  6. Add the variable set to a Catalog Item.
  7. Set the Order number to place the variable set between the two existing fields.
  8. Click Try it.

Note that there is an extra space between the fields. Right-click in that area and select Inspect the element. Note that the element is technically still there even though Visible is set to False in the UI policy.

Service Catalog



Record producer variables are returning "undefined" instead of an empty string When a record producer with a variable of type Yes/No or Multiple Choice with 'none' included is used to produce a record, the variable returns "undefined" instead of an empty string.

Refer to the listed Known Error KB article for details.

Service Mapping


Unable to establish SSH connection from MID Server to other server

When trying to discover horizontally and top-down, the system shows an error that says, "unable to establish ssh connection to server..../" . It cannot identify the app, but it can identify other apps on the server.

For example, it is possible to connect to the MID Server and then connect using SSH to another server. Horizontal discovery was able to discover Apache and Tomcat servers, but not the app.

Upgrade Engine Issues


When the scheduler is backed up with queued jobs, the upgrade job can be delayed Customer expectations of a prompt upgrade are not met when their scheduler is backed up with queued jobs.
  1. Create a large amount of (>1000) schedule jobs (sys_trigger) with scripts that runs for a few seconds (e.g., with script 'gs.sleep(2000);') with priority <= 100 (lower number means higher priority).
  2. Schedule them to be ran at the same time in the near future.
  3. Wait for the time the jobs are scheduled to be ran.
  4. Monitor the sys_trigger table and the background job related localhost log.

Expected result: The Upgrade job that runs every 1 hour should not be delayed too much.

Actual result: The scheduler is busy processing the scheduled jobs in step 1. The Upgrade job in sys_trigger that is supposed to run every 1 hour to check if the instance needs to be upgrade is delayed to run due to the scheduler being backed up with queued jobs.

Upgrade Engine Issues


Upgrade monitor is stuck in finalizing stage for a long time when the scheduler is backed up with queued jobs In the finalizing stage, the upgrade monitor waits for the upgrade to be summarized. However, the upgrade summary job's priority is relatively low, and there are other jobs with the same or higher priority that were scheduled before or during the upgrade. Thus, the upgrade summary job is scheduled to run very late and the upgrade monitor is stuck in the 'finalizing' stage for a long time.

Usage Analytics



UsageAnalytics Count Persistor scheduled job can cause out of memory when processing certain count config definitions On user instances, the scheduled job UsageAnalytics Count Persistor can run each app node out of memory several times in a matter of seconds, due to processing certain count config definitions (records on the usageanalytics_count_cfg table).

Refer to the listed Known Error KB article for details.

Visual Task Boards


Visual Task Boards Upgrading from Fuji to Geneva does not replace the script includes named 'VTBTaskSecurity' When users upgrade from Fuji to Geneva, the 'VTBTaskSecurity' script includes are not replaced. Instead, a new script include is created with the same name and a new sys ID.

Make sure that the Visual Task Boards plugin is activated.

  1. Provision a Fuji instance (e.g. Fuji Patch 10).
  2. Navigate to System Definitions > Script Includes > script include with name VTBTaskSecurity and sys ID '55112d03eb30310007e48c1cf106fe23'.
  3. Upgrade the instance to Geneva Patch 7.

Once the upgrade is complete, notice that there are now two script includes with the same name and different sys IDs (one with '55112d03eb30310007e48c1cf106fe23' and the other with 'c0e5f973c300020038e7fe0712d3aedc').

Expected behavior: There should be only one script includes with that name.

Actual behavior: There are two script includes with the same name.

Other Geneva Patch 11 information

  • Edge Encryption
    • Edge Encryption general properties

      The edgeencryption.register.retry.count allows users to set the maximum number of times the proxy will ping the instance to try to register. The default is 0 (no limit).

  • Knowledge Management

Fixes included with Geneva Patch 11

* 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.