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Geneva Patch 5

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Geneva Patch 5

The Geneva Patch 5 release provides fixes for the Geneva release.

For the Geneva Patch 5 release:
Build date: 03-23-2016_1452
Build tag: glide-geneva-08-25-2015__patch5-03-09-2016

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 5 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 5, refer to KB0564238.

Notable Fixes

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



Upgrading to Geneva Patch 3 or later with insufficient Oracle privileges leads to the instance being zBooted ServiceNow has identified an issue affecting customers with an Oracle database who upgrade to Geneva Patch 3 or later. When upgrading, if the Oracle user account that was used to execute the installation or upgrade is missing the "grant select on dba_users to snc" privilege, then the preflight check fails. The instance is unable to confirm the schema exists and a zBoot is triggered. When executing an upgrade, this results in catastrophic data loss. Refer to the listed Known Error KB article for details.
User Interface (UI)



In the activity formatter, sent email messages are grouped together incorrectly In the activity formatter, sent emails are grouped together at the bottom of the list in random order instead of being listed in the correct chronological order. Multiple email messages with different times are grouped under a single time.
  1. On a table that includes notifications, configure the activity formatter to include sent emails.
  2. Generate email messages/notifications.
Note in the activity formatter that the sent email messages are grouped at the bottom of the list.


Report on variables (of type Reference) on sc_req_item results in 'Syntax Error or Access Rule Violation detected by database (Not unique table/alias: 'sc_item_option2')' When defining a bar chart report on the sc_req_item table, grouped by Variables, and with a combination of 'Select Item' and 'Select Variable' (variables of type Reference), running the report results in the error 'Syntax Error or Access Rule Violation detected by database (Not unique table/alias: 'sc_item_option2')'. This issue is reproducible in Fuji Patch 11 and Geneva.
  1. Log into a Geneva Patch 1 OOB instance.
  2. Create a new report.
    • Table: sc_req_item (Requested Items)
    • Type: Bar
    • Group by: Variables
      • Select Item: "Password Reset"
      • Select Variable: "Whose password needs to be reset?"
    • Aggregation: Count
    • Number of Groups: System Default (12)
    • Show other: Checked
  3. Click Run.
  4. Observe the error message.
This issue is also reproducible in list reports.
  1. Log into a Geneva Patch 1 OOB instance.
  2. Create a new report.
    • Table: sc_req_item (Requested Items)
    • Type: List
    • Group by: None
    • Select Variable:
      • From the Available column, select Variables > Password Reset > Whose password needs to be reset?
      • Add this variable to the Selected column.
  3. Click Run.
  4. Observe the error message.
Text Search


Text Index Attachments Task collection record has unaudited change that turns off text indexing The task collection dictionary record changes the text index record from true to false in an un-audited update.
  1. Go to the sys_dictionary record for task collection.
  2. Make sure Text index is checked, and take note of the Updated date/time.
  3. Create a new table named 'child_task' that extends Task.
  4. Go to the sys_dictionary record for child_task collection. Observe that the Text index checkbox is unchecked.
  5. Add any attribute to the record such as 'fakeAttribute=true'.
  6. Go to the sys_dictionary record for task collection. Observe that the Text index checkbox is now unchecked, and the Update date/time has not changed.
All tables in the Task hierarchy will now have their Text index checkbox unchecked.
Service Catalog


lightweight_glide_list macro is not working, watch_list variable from Create New incident record producer is not transferring to the incident record in Geneva
  1. Log into a Geneva instance.
  2. Open the OOB 'Create an Incident' record producer.
  3. Add a variable watch list (watch_list) macro with label type. Choose macro_watch_list for the type specification. Set the order to 200.
  4. Try the item.
  5. Select Abel Tuter and system administrator for the watch_list variable.
  6. Submit.
  7. Notice that the incident's watch list is not updated.
  8. Repeat these steps in a Fuji instance and note that the incident's watch_list is populated.


Configuration Management (CMDB) Issues with discovering IBM Storage Volume Controller Discover a IBM Storage Volume Controller.
User Interface (UI)



Creating a bookmark from a module results in an absolute link, which breaks if the instance is cloned If a UI11 bookmark is created from a module, its URL will be absolute. This breaks the bookmark when the instance is cloned because the user will have to be logged in to the old instance.
  1. Log into any instance earlier than Fuji Patch 10.
  2. Switch to UI11.
  3. Click Self-Service > Incidents to load the list.
  4. Drag the Self-Service > Incidents module to the UI11 bookmarks bar.
  5. Give the bookmark a name.
  6. Drag the filter link to the bookmark bar, and assign a unique name.
  7. Navigate to sys_ui_bookmark.
Note the bookmark created via module is absolute.
Service Catalog


Variables, type UI Macro render labels In Geneva UI macro, variables are rendering labels.
  1. Create a UI macro and put some text in it.
  2. Go to the Office Desktop catalog item.
  3. Add a new variable:
    • Type: UI Macro
    • Macro: <macro you just created>
    • Add short description and name
  4. Render the catalog item.
Notice that you now see the Short Description rendered on the UI Macro.



Nodes recycle/restart due to a JVM memory issue caused by high memory consumption by the Shazzam sensor in the Discovery sensor's jobs Although there are no definitive steps to reproduce the issue, the following steps might cause this problem to reoccur:
  1. Browse to Discovery > Discovery Schedules.
  2. Add the column Shazzam batch size.
  3. For all the schedulers, change the Shazzam batch size from 500 to 5000.
Service Catalog



Service Catalog Plugin Function toggleHelp() on catalog client scripts throws JavaScript errors in Geneva The function toggleHelp() is obsolete in Geneva, and it throws JavaScript errors on catalog client scripts. Refer to the listed Known Error KB article for details.
Project Management


Project Management Adding a portfolio to a project will not be reflected in the related list on the pm_project record if you have come from the V2 project plugin The pm_portfolio field gets inserted as part of the project V2 plugin, which causes a business rule not to function correctly. As a result, the m2m record for the related list is not created, and the relation between the project and the portfolio is not conjured in the related list. In a OOB Geneva Patch 3 instance:
  1. Activate Project V2, and then activate Project V3.
  2. Create a new portfolio.
  3. Go to (not from the portfolio's related list).
  4. Select a portfolio and save.
Note that the record was not created.
Data Certification


Certification v2 (Data Certification) Change in the BR 'Certification Task Values' in Fuji causes performance issues The Fuji change to the Certification Task Values business rule is causing performance issues. Certifying any task takes more than 2 minutes, and the UI becomes unresponsive during that time. This causes the table to handle a large result set.
  1. Navigate to Data Certification > Tasks > Open.
  2. Open any task. Under Activity, you will find the 'Certifications required for Certification Task TSK0012468' section.
  3. Pick a user and click the green tick to certify them.
Note that the system hangs for up to 2 minutes, and the user gets an unresponsive browser popup message.
Service Mapping


The current MID server selection algorithm by Service Mapping is problematic for multiple MIDs without IP ranges The current algorithm is hard-coded in Java and selects MID based on IP ranges. MID without ranges is considered as covering all ranges.
Live Feed


Live Feed Mobile App, Mobile UI, Live Feed - Unable to comment on top messages of threads On the mobile app's Live Feed and on the Mobile UI, it is impossible to comment on top messages of threads. However, it is possible to comment on child messages. This reproducible on the new mobile app, the old mobile web-based UI ($, and in Chrome on a device such as an iPhone 6 by going to $
  1. Open the mobile app and log in.
  2. Press on the bottom left menu button and select Live Feed.
  3. Try to comment on the top message of a thread.
Note that the button is shadowed, but nothing happens. When doing the same for a messages which are not the top ones (i.e. child messages), there is no issue.
Edge Encryption


Edge and platform encryption APIs for attachments are broken Mass attachment encryption/decryption breaks file. Edge Encryption

Via proxy:

  1. Attach a JPG to any incident record.
  2. Enable encryption configuration for the attachment in the incident.
  3. Schedule mass encryption.
Note that the JPG file breaks and is not readable. The same result occurs for mass decryption.

Platform Encryption

  1. Activate the com.glide.encryption plugin.
  2. Go to the sys_encryption_context table and create a new encryption context.
  3. Assign that encryption context to the admin role.
  4. Upload an attachment from incident non-encrypted.
  5. Go to the sys_attachment table and find the attachment you uploaded in Step 4. Copy source table, source doc id, and sys_id for the arguments in Step 6.
  6. Go to scripts background and execute:
    new GlideSysAttachment().changeEncryptionContext(<source table>, <source doc id>, <attachment sys_id>, <sys_encryption_context sys_id>);
  7. Visit sys_attachment for the uploaded attachment in Step 4. Download.
Notice that the attachment content has 0 bytes.
Service Mapping


ServiceWatch: Activating language translation causes discovery errors, due to translated relation types (cmdb_rel_type)

All Other Fixes

Problem Affected Plugins Short description Description Steps to reproduce
Asset Management


Asset Management Transfer orders stock does not reflect in personal stockrooms The stock room you are pulling from must be type field agent.
  1. Create a transfer order by navigating to the appropriate location for your version: Inventory Management > Transfer Orders > Create Transfer Order.
  2. Enter a 'From Stockroom' and 'To Stockroom'. Note: If you select the same stockroom for both fields, the transfer order automatically moves from Draft to Received as soon as a transfer order line is added (starting with the Eureka release).
  3. Enter a 'Delivery by' date.
  4. Click Submit.
  5. Select the transfer order.
  6. Next to Transfer Order Lines, click New.
  7. Select a Model. If the model is a consumable, specify a Quantity.
  8. Click Submit.
  9. If necessary, repeat Steps 6-8 to add more transfer order lines.
  10. When finished adding assets to transfer, click Ready for fulfillment on the transfer order.
  11. Click Prepare for shipment.
  12. Click Ship.
Note that the 'receive' button is not available.
Change Management Conflict Detector


Change Management - Collision Detector Geneva check() method of the ChangeCheckConflicts script include contains setWorkflow(false), which is causing the workflow to hang If a user calls the ChangeCheckConflicts.check method from a UI script or business rule, the script contains setWorkflow(false). This suppresses business rules and the workflow engine, and the workflow hangs for users.


Connect follow buttons appear on the update form multiple times After enabling the Connect application, the follow buttons appear in each section of the form when the user does an update all / update selected.
  1. Navigate to an incident list.
  2. Right-click the header and choose Update all.
In the resulting screen, the follow buttons appear where they should not.


Users can send Connect Support requests to deactivated users Users are able to send Connect Support requests to users who are not active in the instance.
  1. Enable the Connect Support plugin if it is not already enabled.
  2. Disable a user in sys_user (e.g. Allan Schwantd).
  3. Log in as any admin user (e.g. Carol Coughlin).
  4. Navigate to Collaborate > Connect Support -or- Connect Chat
  5. Click the + next to Filter Conversations to create a new request.
  6. Type in the deactivated user's name (e.g. Allen Schwantd). Note you can select that user and send a message.
  7. Now switch to a non-admin user (e.g. ITIL User).
  8. Attempt to send a Connect request to the inactive user. Note they are not available to select.
This can be especially problematic when the customer has entries with the same email address/name when a duplicate user was set to inactive. It becomes confusing on which user to select.
Cloud Management


VMware provisioning does not support thin provisioning storage for Virtual Machines If a VMWare is provisioned with the 'Thin' provisioning type, ServiceNow attempts to reserve the full size of the disks to be provisioned (as with 'Thick' provisioning), even though much less is likely to actually be used. If enough space for the full (maximum) disk size is not available on a datastore, that datastore will not be allowed.
  1. Set up a situation where all available VMware datastores have less than X (e.g. 200 GB) of space still available.
  2. Find/create a VM size that is larger than X.
  3. Order a VMware VM from the catalog with that size and 'Thin' provisioning selected.
Note that instead of only a fraction of the maximum space should be required, and provisioning allowed, the process tries to reserve the full 'OS disk + X' size and fails to find an available datastore.
Cloud Management


AWS billing download does not work in newer regions (e.g. Frankfurt, Beijing) that require V4 signature
Cloud Management


Public IP not visible on the VM list Public IP should be visible on the VM list view for Azure / AWS and VMware. However, it currently requires 5-6 clicks before the user can get to it. All information about the VM should be current and available to the user as soon as the VM is ready for use (i.e. booted and ready for login from an operating system point of view). The end user needs access to the VM (IP address / SSH / RDP methods, proper routing into the VM, sec group that allows these protocol access, credentials etc).
  1. Spin up a VM on Azure from ServiceNow.
  2. Try to find the public IP for SSHing into the VM.
Cloud Management


AWS Discovery credential ID should be set in the launcher instead of AWSRESTMessage The credential ID is already handled in the launcher, but the logic needs to be removed in AWSRESTMessage.
Cloud Management


No billing data downloaded due to changes on Azure side
  1. In Geneva Patch 5, download Azure billing data.
  2. Note that no data shows up.


When in Tree view, Relationship Formatter Indicators show 'Click here to see 1 undefined' and redirects to a non-existing page When viewing Related Items in a CI using Tree View, and when there are one or more records in the past (e.g. changes) which affects the CI, the following message appears when mousing over: 'Click here to see 1 undefined'. When clicked, it redirects to a non-existing page (
  1. Pick any Change.
  2. In another tab, open the CI Java Application Server FLX. Notice that there are no indicators for MySQL FLX.
  3. Now, back in the Change, include Work Start and Work End fields.
  4. Change their values for dates in the past, no longer than 5 days ago.
  5. Change the Change's Configuration Item to MySQL FLX.
  6. Save.
  7. Go back to the CI Java Application Server FLX.
  8. On the Related Items, change from Flat View to Tree View.
  9. Notice now that there is an icon with the following message: 'Click here to see 1 undefined'.
  10. Click on the link. It tries to go to the page, which does not exist.
If the view is changed back to Flat View, it works as expected and redirects to the correct page.
Core Platform


System Applications Core Users with elevated privileges can drop OOB columns on production systems, leading to data loss
  1. Navigate to sys_dictionary.list.
  2. Search for the Task table.
  3. Click on any record (e.g. assigned_to). Observe that there is a Delete Column or Delete Table button on the form.
  4. Click the button and see that the column/table gets dropped.
The expected behavior is that users should not be able to delete a column or table from sys_dictionary unless they are in developer mode.
Dependency Views (BSM Map)


Keylines Business Service Maps BSM task information window title not translated The task information for the BSM map translation is missing.
  1. Log into a Fuji instance.
  2. Install a language plugin (e.g. Spanish).
  3. Change the language to Spanish.
  4. Navigate to BSM heredada > Ver mapa.
  5. Hover the mouse on Base de datos bonde_trade_uk.
Note that the task Information pop-up window title is not translated.
Dependency Views (BSM Map)


Next-Gen BSM Bottom filter options are not saved as part of the filter
Dependency Views (BSM Map)


Unable to view Discovery log properly
Dependency Views (BSM Map)


Next-Gen BSM DV indicators are missing after upgrade


Discovery of a load balancer ends up associating the VIP of the LB to the CI instead of the Management IP Discovery and Service Mapping are clashing. Service Mapping is unusable if discovery is being used - host detection fails.
  1. Activate Service Mapping.
  2. Build a service map that has a load balancer.
  3. Run Discovery from the service map.
  4. Review a CI of the LB. Note the IP field has the management IP.
  5. Run a quick discovery against the LB using SN Discovery.
  6. Review a CI of the LB. Note the IP field has the VIP.


Configuration Management (CMDB) Need index on cmdb_tcp table The cmdb_tcp table is queried frequently in the SNMP - F5 BIG-IP – System sensor for Discovery. This becomes a very slow query for users with a large number of entries in cmdb_tcp. The following query takes 64 seconds when cmdb_tcp has over 25,000,000 rows.
  1. Run the query below on the cmdb_tcp table.
  2. The query should not take over a second even with 25,000,000 entries in cmdb_tcp.
SELECT cmdb_tcp0.`sys_id` FROM cmdb_tcp cmdb_tcp0 WHERE cmdb_tcp0.`absent` = 0 AND cmdb_tcp0.`type` = 'on' AND cmdb_tcp0.`ip` =
'' AND cmdb_tcp0.`port` = 444 limit 0,1 The query takes milliseconds after adding the following DB index. alter table `cmdb_tcp` add index `cmdb_tcp_ip_port` (`ip`, `port`);


File probe templates are broken in Geneva Attempting to use a file probe template in Geneva or later causes a NullPointerException.


New VCenterSensor can potentially update ESX CI and Asset records with 'unknown' asset tag value and override user-entered values Discovery is overwriting the values that users input for the 'asset_tag' field on their ESX Server CI and Asset records. This seems to be caused by the new VCenterSensor script include where the 'AssetTag' value is pulled from the vCenter for these ESX servers and update this field accordingly.

Also, it seems that the value for 'AssetTag' that is pulled from the vCenter can have the value of 'unknown', so users see this 'unknown' value being updated in the asset_tag value for the respective CI and Asset records, and the 'display_name' on the Asset records (which is comprised of this 'asset_tag' field along with other fields) will also change to show this 'unknown' name value.

SNC product documentation states that the 'asset_tag' field is something that should be controlled and maintained by the user.


SNMPv3: getbulk causes failure with subsequent walk on different device A customer instance has discoveries of different devices using different SNMPv3 credentials. The second device runs probes with use_getbulk=true, and re-discovery of the second device fails at classification because no results are returned (only a timeout/authentication failed error).
  1. Discover a network device other than a switch or router with an SNMPv3 credential.
  2. Discover a switch or router (make sure that exploration probes with use_getbulk=true run in this discovery) with a different SNMPv3 credential.
  3. Re-discover the first device.
Note that classification fails with a timeout/authentication failure in the payload.


WBEM port processing is triggered even when the port is not targeted At the end of Shazzam, the input results are consolidated and the WBEM ports are processed to trigger additional probes for Network Storage. However, even with a Behavior that does not include the WBEM port, this processing still happens. The processing can get expensive for schedules with large Discovery IP Ranges. As an optimization, we should not process WBEM ports if they are not targeted. Prerequisites:
  • MID Server online
  • Discovery plugin activated

Steps to reproduce:

  1. Define a Discovery Schedule that targets a few big valid IP ranges.
  2. Add hundreds of test small IP ranges (e.g. /28 - /31 subnets) to this same schedule.
  3. Set Shazzam batch size to the minimum (currently 500).
  4. Set the Schedule to use a Behavior with a single phase that does Windows and DNS only (no WBEM).
  5. Trigger Discovery.
Note a spike in memory usage when the last Shazzam is being processed.


Human Resources Application: Core RP is undefined error occurs in some cases when HR plugin is enabled and users try to change notification preferences When the HR plugin is enabled, it overwrites the Notification Preferences UI Action and uses RP to determine the current view and preserve it as addressed in PRB624997. However, the use of RP is said to be discouraged.
Event Management


Save event rule through grouping as simple, filter and additional filter fields remain empty (race condition) A bug causes event rules to always be opened in advanced. In addition, a sync problem sometimes prevents the advanced filter calculation from working.
  1. Open an event rule from groups of events.
  2. Highlight part of the description and map it to variables.
  3. Submit the event rule form.
  4. Return to the event rules list.
  5. Open the event rule.
The event rule will be opened in advanced mode, with an empty filter. When trying to move to simple mode, an error message will appear.
Event Management


Wrong event time if MID and SCOM connector run in time zone different from instance time zone MID and SCOM timezone is GMT-8, while the instance time and user preference is GMT+2. The expected difference of the event time is 10 hours, but the actual difference is 16 hours. This causes the event to appear in the future.
Event Management


Race condition between job and business rule can cause incorrect alert state changes
Field Service Management



Service Management Core Custom columns from 'wm_asset_usage' did not get migrated to the new 'sm_asset_usage' after upgrade from Eureka to Fuji ServiceNow engineers have identified an error that affects customers upgrading to Fuji or Geneva with the Work Management plugin active. Instances that have additional, custom columns added to the tables in the Work Management module may lose those columns and any associated data during the upgrade. Refer to the listed Known Error KB article for details.
Finance Service Management


Customized State choice list on Finance Request table is overwritten by an upgrade due to wrong update name Customization of Finance Request.State ([sn_sm_finance_request].[state]) is lost during an upgrade because the Customer Update record that holds the customization is named 'sys_choice_sn_sm_finance_request_state', and within the Upgrade, the update name is 'sys_choice_finance_request_state'.
  1. Open an instance and activate the Finance Service Management plugin.
  2. Navigate to ''.
  3. Open any Finance Request record and right-click the State label.
  4. Choose Configure Choices.
  5. Remove all choices from the Selected slushbucket.
  6. Create a few custom choices, ensuring they are on the Finance Request table.
  7. Navigate to^name=sn_sm_finance_request^element=state and make a note of listed records, especially noting the values in the Inactive column.
  8. Navigate to Customer Update records and confirm this customization was stored in Update named 'sys_choice_sn_sm_finance_request_state'.
  9. Upgrade the instance to Fuji Patch 7 Hot Fix 5.
  10. After the upgrade is complete, confirm that Customer Update record named 'sys_choice_sn_sm_finance_request_state' still exists.
  11. Navigate to^name=sn_sm_finance_request^element=state and confirm choices have been restored to base instance.
  12. Navigate to Upgrade History and confirm there is no update named 'sys_choice_sn_sm_finance_request_state'.
  13. In the same Upgrade History Details list, confirm that update named 'sys_choice_finance_request_state' exists and has disposition 'Updated'.
Finance Service Management


Finance Service Management, Service Management Core Filename app-esm/glide-app-fin/src/main/plugins/com.snc.finance_service_automation/ update/sys_dictionary_finance_request_null.xml is wrong Dictionary record for the sn_sm_finance_request table 'Collection' record uses Customer Update 'name' of sys_dictionary_sn_sm_finance_request_null, whereas upgrade to Fuji Patch 7 Hot Fix 5 is using sys_dictionary_finance_request_null. sn_sm_finance_request is installed with the Finance Service Management plugin.
  1. On a Fuji Patch 5 instance, install the Finance Service Management plugin.
  2. Navigate to Dictionary record for Table: sn_sm_finance_request, Type: Collection.
  3. Make a change to something on the form.
  4. Show latest update and note Customer Update 'Name' of sys_dictionary_sn_sm_finance_request_null
  5. Upgrade to Fuji Patch 7 Hot Fix 5.
In localhost_log, note: Loading update: com.snc.finance_service_automation/update/sys_dictionary_finance_request_null.xml
Finance Service Management


Service Management Core open_knowledge UI page opens Knowledge Base with the Tags tab open by default instead of Categories open_knowledge UI page opens Knowledge Base with the Tags tab open by default instead of Categories. In Geneva:
  1. Enable a core plugin such as Facilities.
  2. Note now there is a Knowledge link in the Navigation menu under Facilities > Catalog & Knowledge > Knowledge.
  3. This module uses to open a specific Knowledge Base for Facilities.
Note that it defaults to the 'Tags' tab in the left column. To be consistent with the rest of the platform, the expected behavior is that it defaults to categories.
Finance Service Management


After Geneva upgrade, the Finance request form's related lists revert back to OOB configuration When the Finance Service Management plugin is activated in Fuji Patch 7 Hot Fix 5, it provides a few OOB related lists on the Finance request form. If the user adds or removes related lists on this form and upgrades to Geneva Patch 3, the related list list layout reverts to out of the box settings.
  1. Log into a Fuji Patch 7 Hot Fix 5 instance.
  2. Activate the plugin Finance Service Management. Load demo data while activating the plugin.
  3. Open any Finance request from All Finance request module.
  4. Right-click on the header and Configure > Related Lists.
  5. Add/remove related lists in the Selected slushbucket and save.
  6. Upgrade the instance to Geneva Patch 3.
  7. Once the upgrade is finished, check the related list on the Finance request form.
Financial Management


Custom segment not accessible through reports


Service Management Core SMTask script include doing cache flush and causing performance degradation on Facilities task The cacheFlush() is causing high performance impact.
  1. Log into an application instance on Geneva Patch 3.
  2. Create a Facilities/Service Management task.
  3. Move the task to WIP state and assign it to the user.
  4. Close the task.
Upon change of state from 'WIP' to 'Closed', the 'Roll up changes' business rule calls SMTask. Check the logs and you will see messages resembling the following:
2016-02-29 14:37:44 (243) Default-thread-8 4A63444F4F351240C52EB3318110C773 Slow business rule 'ValidateChanges' on facilities_request_task:FCRT0003418, time was: 0:00:01.065
2016-02-29 14:37:44 (462) Default-thread-8 4A63444F4F351240C52EB3318110C773 WARNING *** WARNING *** Starting cache flush
2016-02-29 14:37:46 (508) Default-thread-8 4A63444F4F351240C52EB3318110C773 Loading properties from DB
2016-02-29 14:37:46 (540) Default-thread-8 4A63444F4F351240C52EB3318110C773 WARNING *** WARNING *** Cache flush complete
HR Service Management


Human Resources Application: Core Upgrading to Fuji Patch 7 Hot Fix 5 resets the sm_config.automate_state_flows to 1 in HR Administration/Configuration form When a user upgraded their instance from Fuji Patch 6 to Fuji Patch 7 Hot Fix 5, their setting for 'Automate HR State Flow' (sm_config.automate_state_flows) got overwritten/reset to 1 from 0, which was the value they had set prior to the upgrade.
  1. Activate the Human Resources Service Management: Core plugin on a Fuji Patch 6 instance.
  2. Go to HR/Administration Configuration and set the State Flows to 'will NOT be automated' from the default 'will be automated'.
  3. Upgrade the instance to Fuji Patch 7 Hot Fix 5.
  4. Go back to HR/Administration Configuration to view the State Flows automation setting.
Note that it is reset to 'State Flows will be automated'.
Import / Export


System Import Sets Imports taking longer because imp_sccm_software table is not getting cleaned by the Import Set Deleter job Import set tables that were created (children of sys_import_set_row) work as expected with the import set Deleter Job, whereas the parents are not getting cleaned up.
Import / Export


'Create Excel Template' does not consider the fields visible in the <form list>. Instead, it exports a generic template in Geneva
  1. Open Set the columns with Name, User ID and Email only.
  2. Click on a column header and click Import. On the Import dialog, click Insert > check the following: Do you want to create an Excel template to enter data?
  3. Click on Create Excel Template.
Note that template contains the following columns:

== Active, Building, Business phone, Calendar integration, City, Company, Cost center, Country code, Date format, Default perspective, Department, EDU Status, Email, Employee number, Failed login attempts, First name, Gender, Home phone, Internal Integration User, LDAP server, Language, Last login, Last login device, Last login time, Last name, Last password, Location, Locked out, Manager, Middle name, Mobile phone, Notification, Password, Password needs reset, Prefix, Schedule, Source, State / Province, Street, Time format, Time zone, Title, User ID, VIP, Web service access only, Zip / Postal code

The template should contain Name, User ID and Email only. This also works similarly on

JS/HTML Editor


TinyMCE HTML Field Editor Word wrapping in TinyMCE splits words between two lines When entering text into the TinyMCE editor, words typed at the end of the line will get split between that line and the subsequent line. This happens to pasted text as well.
  1. Create a new Knowledge Base article (or presumably any record that uses the TinyMCE editor).
  2. Start typing sentences until the text spans multiple lines.
Note how words at the end of each line are often split across two lines.
Knowledge Management


Knowledge V3 does not show found attachments in the search result In Eureka, if a search from Knowledge Management found results in the attachments of a KB article, the article and the attachments would be displayed in the search results. Knowledge V3 does not do this. Searching the attachments appears to be working correctly (for example, users can get results for words that only appeared in attachments, not the article itself).
Knowledge Management



Business rules on kb_feedback are not triggered when comments are added to a knowledge article if glide.knowman.use_live_feed is set to true When glide.knowman.use_live_feed is set to true, comments are inserted to the kb_feedback table so the business rules should be triggered. When the glide.knowman.use_live_feed is set to false, the business rule is triggered as expected.
  1. Create a business rule on Knowledge Feedback [kb_feedback] table that runs 'after.'
  2. Navigate to System Properties > All Properties.
  3. Check that glide.knowman.use_live_feed is set to true.
  4. Open a published knowledge base article.
  5. Add a comment.
  6. Check in kb_feedback that the comment was added to the table. Note that the business rule is not triggered and any custom logic was not executed.
  7. Set glide.knowman.use_live_feed to false and save.
  8. In kb_view, add a comment to a knowledge base article.
Note that in this case, the business rule is triggered and any custom logic was executed.
Knowledge Management


When hovering over the images in Knowledge article of Wiki type, the tool tips are shown twice on the page
  1. Navigate to Knowledge > Create New > Select Article type: Wiki. Fill mandatory fields.
  2. In the wiki field, add a link to an OOB image in a wiki tag.
  3. Save.
  4. View the knowledge article you created.
  5. Hover over the image shown and notice that tool tip is showing twice.
This also happens in CMS when using a link to the knowledge article.
Knowledge Management


Knowledge Management V3 Cannot filter kb_find results Users cannot filter the kb_search. Using sysparm_query=kb_category=... and using sysparm_category both result in all articles matching the search term being returned.
Knowledge Management


I18N: Knowledge Management Internationalization Plugin v2 The language box or toggle button in the article view cannot be removed After creating the glide.knowman.show_language_options system property as value 'false', the language selection box or language toggle button is still visible.
  1. Activate the I18N - Knowledge Management Internationalization plugin.
  2. Navigate to Knowledge Base > Edit and click New. If needed, personalize the Knowledge form to add the Language and Parent fields.
  3. Select the Language and the Parent knowledge article.
  4. Enter the Short Description and Text in the selected language.
  5. Right-click the header bar and select Save.
  6. Go to the knowledge view for the parent article. You will see the language selection.
  7. Now go to the system properties and create system property 'glide.knowman.show_language_options' and set it to false.
  8. View the same article again.
You will still see the language toggle button.
Knowledge Management


Knowledge Management V3 Images in Knowledge V3 articles do not get printed in PDF or on paper when you try to print from printer-friendly view If you have a KB article in Knowledge V3 that contains images, the images will not print in PDF or on paper.
  1. Open a Knowledge V3 article.
  2. Add an image to the article and update.
  3. Click on View article.
  4. From the cog wheel, click on Printer-friendly version, right-click, and select Print.
Notice the image is not displayed to be printed.
Knowledge Management


Knowledge Management V3 After disabling Live Feed and while trying to add Knowledge comments, an extra vertical scroll bar is displayed After disabling Live Feed for Knowledge feedback, when adding comments to Knowledge article, an extra vertical bar is displayed.
  1. Navigate to Knowledge > Administration > Properties.
  2. Scroll to Live Feed for Knowledge feedback and disable it.
  3. Save changes.
  4. Go to Knowledge > Homepage.
  5. Click on the HR knowledge base.
  6. Open any KB article.
  7. Scroll to the bottom and click on the Leave a comment... link
Note that the comment box is displayed with an extra vertical bar.
Password Reset Application


Password Reset Loading pop-up does not appear for non-logged user when password is reset With a logged user, when the user clicks on 'Reset password', a 'loading' pop-up appears and the password is reset. With a non-logged user, when the user clicks on 'Reset password', no pop-up appears and the password is reset. This can be confusing for the end user, who does not know that the request is processing.
Password Reset Application


Password Reset Geneva Password policy enabled when Auto_Generate password enabled Self-Service AD Password Reset returns 'HRESULT: 0x800708C5' error on Geneva - complexity requirements are not being met.
  1. From Password Reset Page, send a SMS verification.
  2. Input the security question.
  3. A new password is created.
Performance Analytics


Performance Analytics Changing the Fiscal Year has no influence on the TimeSeries calculation and presentation on the axis (in Eureka and Fuji)
  1. Set the Fiscal Year property to start in March.
  2. Using the Fiscal TimeSeries such as 'By fiscal quarter SUM', Q1 2015 is still showing scores for January-March instead of March-May.
Performance Analytics


Performance Analytics - Data Collector, Performance Analytics Certain query operators are not supported in the additional conditions of an indicator Conditions on an indicator behave differently than the platform in these ways:
  • Query operators with fields on the right-hand side such as [greater than] [field] are not applied on data collection.
  • String fields are case-sensitive. For example, the filter [Description][Contains][Name] will not return results where the Description field contains 'name'.
  1. Create an indicator record.
  2. In the Conditions field, add a condition that contains a field value on the right.
  3. Add the indicator to a data collection job and run the job.
Note that the resulting scores do not take the filter condition into account.
Performance Analytics


Performance Analytics Drill-down for additional indicators on a widget goes to wrong element, if the 'Show Comments' in the display setting of the Widget is enabled
  1. Once PA has been set up, access the Incident Management dashboard and click on Edit.
  2. Click on Pencil icon for an open incident.
    • Type: Time Series
    • Visualization: Line Chart
  3. In the display Setting tab, check the mark box to show comments.
  4. Keep all others as default.
  5. Update.
  6. Click on a point in time where 'Number of open incidents not updated in last 5 days' is represented in the graph. Note after clicking on it, it opens up to 'Number of open incidents not updated in last 30 days'.
  7. Go back and uncheck 'Show Comments' in the display tab.
Note that it opens up correctly.
Performance Analytics


Performance Analytics Time series 'by quarter AVG' has an interval 'Fiscal quarter' instead of 'Quarter'
  1. Go to Performance Analytics - Properties.
  2. Set the fiscal year start to March.
  3. Collect 90 days of scores.
  4. Go to the number of open incidents detailed scorecard.
  5. Switch the time series to 'By quarter AVG'.
Note the date field mentions the fiscal year, e.g FY2006.


Exceptions during attachment upload are causing dangling sys_attachment_doc A disk space issue is caused when the user has a large sys_attachment_doc that cannot be cleaned up by deleting sys_attachment in TableCleaner.
  1. Upload a large sys_attachment_doc.
  2. As the attachment is uploading, kill the browser process or network cable.
  3. Check the database, where sys_attachment_doc are left without an associated sys_attachment record.
Planned Maintenance


SM Planned Maintenance Planned maintenance application is not scope-aware If using planned maintenance against a scoped application, the business rules that are created have conditions and scripts that reference the planned maintenance script includes without using the global qualifiers. Since the user is in application scope when working with application tables, this causes access issues and errors when the planned maintenance business rules run.
  1. Create a scoped application.
  2. Create a Maintenance Plan against the scoped table.
  3. Try to update/create a record in the scoped table.
Note that the user receives business rule errors.
Platform Security


Authentication fails on iPhones when the signed AuthnRequest option is active for Multi-SSO Multi-SSO/SAML does not work for iPhone when Sign AuthnRequest is turned on.


Procurement Source Request dialog can be submitted multiple times. In PO receive, handling currency field Unit cost In the source_request popup used by the Source Request UI action on sc_task when Procurement is active, if the user clicks 'OK' seven times, seven copies of the identical PO Line items (source request) are created.
  1. Enable the Procurement plugin.
  2. Open a service catalog task.
  3. Right-click on the banner and choose Source Request.
  4. When the dialog box opens, enter details.
  5. Click OK ten times.
Ten copies of the identical PO Line items (source request) are created.
Product Operations


Tablet Device Support - iPad with iOS 6+ Broken product documentation links The new product documentation site does not support special characters in the documentation links. These need to be removed in order to ensure the link is functional and takes the customer to the intended content.
Project Management


Project Management, Demand Management After upgrade to Geneva, project templates do not display After an upgrade to Geneva Patch 1, the project templates no longer display. In a Fuji instance:
  1. Create a project template.
  2. Verify that it is there by going project_template.list > Project > Templates.
  3. Upgrade the instance to Geneva Patch 1.
  4. Go to project_template.list to see that the template is still there. Go to Project > Templates.
Note that nothing is returned to the screen, and the user can no longer view the templates by going through the UI.
Project Management



Timeline Visualization Unable to load 2D version of Roadmap The default 3D version of Roadmap appears to load and function correctly. However, when selecting the 2D option, the screen gets hung and never loads.
  1. Open an OOB Geneva instance with Chrome v48.
  2. Navigate to Timeline Visualization > All.
  3. Open CIO Roadmap.
  4. From the CIO Roadmap, click on the View button at the top-right of the screen. Observe that the CIO Roadmap appears in 3D view.
  5. Click on the Settings button at the top-right of the screen.
  6. From Settings, switch from 3D to 2D view.
Observe the webpage will not load and keep stuck and '100% loading'.
Project Management


Planning console hangs when trying to create start-to-start relationship The mixed dependencies between finish-to-start/start-to-start and the parent-child relationships causes the planning console to hang and return 'Blank data returned. Contact System Administrator' message after 2 minutes.
  1. Create a test project.
  2. Open the planning console using the related links.
  3. Create 5 project tasks.
  4. Make task 3 a sub-task of task 2.
  5. Make task 5 a sub-task of task 4.
  6. Create a start-to-finish relationship from task 3 to task 1.
  7. Create a start-to-finish relationship from task 4 to task 2.
  8. Now, when you try to make one of the following, the planning console hangs:
    • Start-to-start relationship from task 5 to task 1
    • Start-to-finish relationship from task 2 to task 1
After 2 minutes, the 'Blank data returned. Contact System Administrator' message is displayed but the relationship is not generated.
Project Portfolio Management


Project Management RP is undefined when trying to create new records from a list view on the PPM tables The new button in the list view for most PPM tables throws an error 'RP is undefined', preventing users from creating new records. This is known to affect pm_portfolio, pm_project, and rm_story. The result is that when the button is clicked, the page is refreshed, but you are not taken to the new record form.
  1. Log into a Geneva instance.
  2. Go to
  3. Click the New button.
The page will refresh, but no new record is created.


Export to PDF is not working for couple of chart types (Box and Pareto) For Pareto chart types, the charts are not displayed properly on the PDF. The chart displays as a line with axis values. For Box chart types, the chart creation failed with message 'Error: Chart series summary generation failed'.
  1. Navigate to Reports > View/Run.
  2. Click on the Create Report button.
  3. Select Table: incident, Type: Box and save the record.
  4. Click the Export to PDF from the save dropdown, and export it on the pop-up.
  5. After the export is complete, open the file.
The chart creation fails with the message 'Error: Chart series summary generation failed'.


When configuring Scheduled Reports, the user should get a warning about the ACLs that will be used for creating the report, when the user in the configuration is not admin
  1. Configure scheduled reports for an existing report.
  2. Set the Run As user as a non-admin.
Note that there is no warning, and the report is sometimes sent as a blank report.


SummaryTableWriter creates a DB transaction before creating a dataset, causing outage A very long-running job also has logs that contain warnings about a connection owned by that thread not being freed. This resulted in DB contention and an outage (a very long-running database transaction forced MySQL to start flushing its writes to disk, which tanked performance and led to the same kind of issue with scheduled jobs backing up).


Custom Charts First Level Location job takes 50% CPU on every ServiceNow instance, runs every 15 minutes, is active by default, would be better be on demand There is an out-of-box Custom Chart called 'First Level Locations'. This job should be inactive by default for all ServiceNow installations. The job is resource-intensive, taking 50% CPU (half a core) every time it runs. It runs every 15 minutes and has been known to take longer than that to complete.
Service Catalog



List collector variables incorrectly use reference qualifier filter Reference qualifier sometimes can incorrectly apply to the list collector variable in SC request items if the list collector variable happens to refer to the same table as the reference qualifier. For example, if a catalog item contains a list collector referencing [sys_user], and this list collector displays on a resulting [sc_req_item] record, then a reference qualifier on a List Collector field on sc_req_item limits the results present in the variable as well.
  1. Create new catalog item.
  2. Add list collector type variable with list table of sys_user.
  3. Order the item and verify Joe Employee is in the available user list. No need to select anyone.
  4. Open the newly created requested item form and verify that Joe Employee is in the available user list. No need to select anyone. This should all work fine.
  5. Open the dictionary record for task.work_notes_list (this is a ref to sys_user).
  6. Add a reference qualifier of active=true^roles=itil
  7. Order another one of your new items and verify Joe Employee is in the available user list during order, but do not add anyone.
  8. Open the newly created requested item form.
Notice the the list is now filtered based on the ref qual added to work_notes_list.
Service Catalog


Bad rendering Two Step and Edit Cart pages when the title macro is moved to bottom After reordering the 'Widget Macros' of the 'Cart Preview Screen (Two Step)', some elements do not show up properly and some other elements go out of order.
  1. Navigate to Service Catalog > Catalog Definition > Maintain Cart Layouts.
  2. Open the 'Shopping Cart' record with the target: 'Cart Preview Screen (Two Step)'. (This also happens in the Edit Cart page.)
  3. Scroll down to the 'Widget Macros' related list and reorder the macro sc_cart_view_title to the bottom.
  4. Now go to Service Catalog > Catalog, and order an item and get to the before-final checkout page.
Notice that the reordered elements do not show up properly and some other elements go out of order.
Service Catalog


Users updating sc_cat_item_producer items like related lists are unable to see the updated items on other app nodes without performing a cache flush. When a user updates an out of box related list on a sc_cat_item_producer form, the change only reflected on the application node where the user is logged in. It is not visible on the other nodes until a cache flush is done.
Service Catalog


Service Catalog Plugin The pricing calculation for variables of multiple choice type is failing, showing huge rounded off values Log into an instance with multiple currencies defined and the system localization property single currency turned off.
  1. For the default locale, choose the German locale.
  2. Set the Currency EUR to active.
  3. Select any catalog item variable that is of type: multiple choice.
  4. Specify the Price in the catalog item variable as Euro.
  5. Select the specific variable as above under the catalog item screen.
Note that the pricing calculation is showing huge rounded off values.
Service Catalog


Service Catalog Plugin Pricing implications ignore 'Do not select the first option' on multiple choice catalog Variable options Multiple choice catalog variables that have 'Do not select the first option' set, and have pricing implications on the variable options, will cause the price shown in the 'order this item' box on the catalog item in the catalog to have the price and recurring price of the first option added to the total, even though that first option is not yet selected.
Service Catalog


Commented script within order guide is corrupting choose options page A commented script within the order guide is corrupting the choose options page. Tabs have no data, and the catalog item description is null.
Service Catalog


Service Catalog Plugin Collapse (toggle/expand) icon on the Container start is not showing + / - , it only shows - all the time
Service Catalog


Catalog UI policies not applying to variables in a RITM / Catalog Task variable editor when read-only (container.getAttribute is not a function) Catalog UI Policies and Catalog Client Scripts that are set to 'Applies on Requested Items' or 'Applies on Catalog Tasks' can fail. This happens when a write-role has been specified on the variable and viewing the record while logged in as (impersonating) a user that fails on that role check.
  1. Navigate to Self-Service > Service Catalog or Service Catalog > Catalog > Hardware > Sales Laptop.
  2. Personalize the 'Additional software requirements' variable and give it a name (e.g. software_requirements). Update the 'Write roles' field and add 'admin'.
  3. Create a Catalog UI policy and go back to the item.
  4. Right-click the header and select Personalize UI Policies.
  5. Create a policy such as:
    • Short Description: hide software requirements
    • On load: true
    • Active: true
    • Applies on a Catalog Item view: true
    • Applies on Requested Items: true
    • Applies on Catalog Tasks: true
    • Actions:
      • Name: software requirements
      • Read only: Leave alone
      • Mandatory: Leave alone
      • Visible: False
  6. Create a request for a Sales Laptop.
  7. Impersonate a non-admin user such as ITIL User.
  8. Go back to the item and make the request. View the request. If you are already impersonating the ITIL User, navigate to Service Catalog > Items.
  9. Open the item for the request.
Note that the 'Additional software requirements' variable is visible, and the JavaScript console shows this error:
TypeError: container.getAttribute is not a function
Service Mapping


Registry browser hangs when opened from the search assistant
  1. Open the IIS pattern and start a debug session on any Windows machine.
  2. Click on the Search Assistant button and select Registry.
  3. Open the registry browser.
Note that it hangs but works as expected when opened from 'get registry' step screen.
Service Mapping


Collector crash on parsing huge XML files
Service Mapping


Pattern library load fails when there is a field CI which starts with number (e.g. 3rd_party_website) When some CI field is not XML valid (for example it starts with a number), the PatternLibrary.getCiTypes fail, and Service Mapping cannot discover any applications.
  1. Create a new CI type and add a field name which starts with a number.
  2. Try to run any Service Discovery.
Pattern library load will fail.
Service Mapping


Cancel Discovery hangs for a long time When pressing 'Stop Discovery' on a BS that runs Discovery, the process takes a very time to finish, and the user's browser is not functional until the operation finishes.
Service Mapping


With many records in ECC queue pattern update will be delayed - triggering Discovery right after pattern update will use the old pattern The pattern reload task has lower priority than Discovery tasks in ECC queue. If there are many tasks in the queue, reload will be delayed. The result is that triggering Discovery after editing the pattern will run the old pattern.
Service Mapping


Exchange 2013 issues (ID, groovy code failure, browser version)
  • CI ID should be changed to cmdb_ci_exchange_cas.
  • Browser version that can be different for each customer depending on their browser version.
  • Missing class needs to be added.


If Survey Designer is used to create a Scale Control, and the user alters the choice values in a certain manner and publishes their changes, the survey will no longer generate asmt_category_result records If Survey Designer is used to create a Scale Control (a Likert scale), and the user alters the choice values from the default sequence (1 2 3) so that a value is skipped (1 2 4 5), after the user Saves and Publishes the change, any subsequent attempt to take the survey will fail to produce asmt_category_result records. This breaks the View Scorecard capability. In a Fuji Patch 7 Hot Fix 5 and logged in as System Administrator:
  1. Navigate to Survey > View Surveys.
  2. On the list of Surveys, click the New button.
  3. Create a new survey and click Save.
  4. Use the Survey Designer, and add a Scale Control. Save and Publish.
  5. On the Survey Definition record, click the View Survey URL link. Copy the link and paste it into the URL.
  6. Take the survey and Submit it; you will see the message 'You have completed this survey'.
  7. Navigate to asmt_assessment and find the assessment you just completed. Click on it, and note how there is an asmt_category_result record, as expected.
  8. Navigate back to the Survey Definition record. Click on the Survey Designer button and modify the Scale control.
    • For the choices, add a choice D.
    • Change the values of C and D to 4 and 5.
  9. Save and Publish.
  10. On the Survey Definition record, click the View Survey URL link. Copy the link and paste it into the URL.
  11. Take the survey and Submit it; you will see the message 'You have completed this survey'.
  12. Navigate to asmt_assessment, find the assessment you just completed, and click on it.
Note how no asmt_category_result record was generated.
System Applications


Service Designer UI fails to load when editing a pre-Fuji sc_ic_item_staging record due to a JSON error caused by a null workflow value If a user is using a version prior to Fuji and upgrades to Fuji or later, the field sc_ic_item_staging.workflow is null for pre-upgrade records. This prevents Service Designer UI from loading properly due to a JSON error caused by the null workflow value.
  1. On an instance running Eureka or older, create Draft and/or Published Services under Service Creator app.
  2. Upgrade instance to Fuji or later.
  3. Create Draft and/or Published Services under the Service Creator app.
  4. On a list view of sc_ic_item_staging, add Item Type and Workflow fields to the list view. Notice the workflow field has a JSON string value for newly created records, but it is blank for older records.
  5. Open a newly created Service record and click Edit. Notice Service Designer opens properly.
  6. Open a pre-upgrade created Service record with a blank workflow value and click Edit.
Notice the Service Designer hangs.


Governance, Risk, and Compliance (GRC) Previously Imported UCF Content will not update GRC data after upgrading an Eureka or Fuji Instance to Geneva On previously created Eureka or Fuji instances that are upgraded to Geneva, the previously imported UCF content will not update GRC data. If you navigate to GRC > Administration > Import UCF Content and attempt to update GRC data, it will take an extremely long amount of time and appear to never time out.
UI Policy/Client Script


Catalog UI policy conditions no longer fully working as expected in Geneva The conditions do not reflect the Variable type and build the filter correctly. The user gets the same operands for all types (boolean, reference, string, etc.).
  1. Go to Catalog UI policy and create a new policy.
  2. Set the Catalog Item reference to Password Reset.
  3. Choose a condition field of caller_id (reference) or cmdb_ci.
Notice that the condition fails to build the condition with a reference picker, due to the type getting changed to Edge Encryption from reference.
Update Sets


Backing out of an update set for a field that is modified that has no history version will result in the column being dropped A user backed out of an update set where the task.state field was modified, and the field was dropped since there was no baseline history version in the sys_update_history table. It is unclear why the baseline version was missing. The logs from when that version would have been created are gone. The steps below will require a new instance. The target instance should be a new instance/fresh install.
  1. Create an update set in one instance where the task.state dictionary is modified.
  2. Mark the update set as completed.
  3. Move the update set over to the freshly provisioned instance and commit the update set.
  4. Go to sys_update_version.list from the target.
  5. Do a search for: name contains sys_dictionary_task_state
Notice that there is no baseline history version.
Update Sets


A StackOverflow during update set commit prevents the post-commit cache flush and causes instance performance degradations The cache is not being flushed after an update set commit. While a large update set is a required element to reproduce this problem, it is not sufficient to trigger the problem.
  1. Generate a large enough update set.
  2. Retrieve it.
  3. Preview it.
  4. Commit it.
Note that the commit halts partway through. Nothing about the error appears in the localhost log, but it is documented in the wrapper log.
User Interface (UI)


Tooltip not translated when mandatory set in UI policy The tooltip is not translated for variables that are set to mandatory by catalog UI policies.
  1. Activate internationalization and a language (e.g. French).
  2. Create a catalog UI policy for any item that makes a variable mandatory.
  3. Edit a second variable to make it mandatory via the dictionary.
  4. Open the item you modified in a new window, and verify that both the fields show as mandatory. Note that when you hover over the red asterisk there is a tooltip in English.
  5. Change your language to the one installed in the old window.
  6. Refresh the catalog item.
Note that the tooltip for the variable modified by the UI policy created in Step 2 is in English, while the one from Step 3 is translated.
User Interface (UI)


Real-time form updates incorrectly update date/time fields This issue occurs when two users (User 1 and User 2) are using a system, and both are reviewing the same record simultaneously. User 1 updates a field with a date/time, and then saves. User 2 then sees this update automatically, but the updated field has jumped ~ 8 hours into the future from what User 1 had set. When the date/time is sent to the form that User 2 is editing, it appears in GMT but it is interpreted as though it were the user's local time zone. If User 2 saves their form, the problematic value then gets saved to the record, corrupting the date/time of the record.
  1. Open the same incident in two different windows/tabs with real-time updates enabled.
  2. In one window/tab, update a visible date/time field (e.g. the field 'Opened').
  3. Save.
  4. Go to the other window/tab. You should see a blue icon next to the field, but the time does not match what was updated on the other page. Note that it seems to have been converted to GMT.
Saving this form saves the bad value and is not auto-corrected, thus pushing the date forward by ~ 8 hours.
User Interface (UI)


Setting the Theme on the My Company does not apply to a user Setting one of the out-of-the-box Theme on My Company does not apply to that company's users.
  1. Log into a Geneva instance as admin.
  2. Go to System Properties > My Company.
  3. Create a new company by filling in the Name field.
  4. Scroll down to the Theme field and choose Blimey.
  5. Submit/Update.
  6. Log out and clear the cache.
  7. Log back in as admin and go to User Administration > Users.
  8. Right-click on the field headers and Configure > List Layout.
  9. Select the Company field.
  10. Save.
  11. Go to any user record (e.g. abel.tuter) and double-click the Company value to change it to the company created in Steps 3-5.
  12. Save/Update, then log out.
  13. Clear cache and impersonate the user record with the modified Company field in Step 11.
  14. The theme should reflect the 'Blimey' option (very green theme), but it does not.
Note the user's theme still reflects the previous theme.
User Interface (UI)


Time type field triggers the alert saying 'Are you sure you want to leave this page?' even though no change has been made
  1. Go to any incident record form view.
  2. Configure the form layout. Create a new field (type must be Time).
  3. Show that field in the form view.
  4. Open any incident record form view, and try to leave the form view.
You will get the alert saying: 'Changes have been made, continuing will discard the changes. Are you sure you want to leave this page?'
User Interface (UI)


Activity formatter Activity formatter is not loading properly when activity-field class is used in coded HTML Activity formatter is not loading properly in Fuji Patch 11 and higher.
User Interface (UI)


onChange client scripts intermittently execute a second time on submit
User Interface (UI)


Lists v2 Form values are not remembered after an embedded list when using setAbortAction
  1. Create a form with an embedded list in a section, and create a section after the embedded list with a string field with a 4000 length.
  2. Set up a business rule that, upon update of the form, calls current.setAbortAction(true)
  3. Create a new record.
  4. Try to edit the field that is after the embedded list and update the form.
The form should 302 and send a message that the update is invalid. Notice that any values that were edited after the embedded list are not remembered, but any values before the embedded list are remembered.
User Interface (UI)


UI16 will attempt to load if use.concourse is true regardless of plugin state If the user preference use.concourse is active and true on an instance, UI16 will attempt to load even if the required plugins are not enabled.
  1. Create instance without UI16 enabled (e.g. upgrade Fuji to Geneva).
  2. Set user preference use.concourse=true.
  3. Log out and back in.
Note the errors.
User Interface (UI)


Favorite (bookmark) created for List Filter type Application menu Module has 'null' for URL generating nested frames when clicked
  1. Log into a Geneva instance.
  2. Navigate to sys_app_module.list
  3. Create a new module:
    • Title: Incident Search
    • Application Menu: Incident [incident_management]
    • Link Type: List Filter
    • Table: Incident
    • Filter: Active is True
  4. Submit.
  5. Try the new module. It works as expected.
  6. Click the star next to the new module to save it as a Favorite.
  7. Click on Incident - Incident Search from the Favorites tab in the Navigation Menu. Note it loads the instance within the frame (nested frames).
  8. Check System Definition > Bookmarks.
Note the entry for 'Incident - Incident Search' has a URL of: null?sysparm_query=active=true^EQ
User Interface (UI)


Theme selection does not persist across sessions
  1. Log in as sys admin and select the Rose theme color.
  2. Log out.
  3. Log back in. Note that the system default theme is applied instead of Rose.
  4. Navigate to the Theme Picker again.
Observe that Rose is still selected.
Vendor Performance


Vendor Performance Activating Vendor Performance plugin adds a core_company Delete UI Action override that has an error Activating the Vendor Performance plugin adds a core_company Delete UI Action override. When you try to delete a company, the dialog does not disappear and an error is displayed in the JavaScript console despite the action completing (i.e. the company record is still deleted). JavaScript console error:
Uncaught TypeError: Cannot read property 'destroy' of undefined
  1. Log into your instance > System Definition > Plugins > Vendor Performance > Activate > Organization > Companies.
  2. Click into any company.
  3. Open the browser's JavaScript console.
  4. Click Delete.
The dialog will not disappear, but the company record is deleted.
Visual Task Boards


Visual Task Boards Add to Visual Task Boards does not properly return the list of VTB's a user is member/owner of A user who is a member of multiple VTBs does not see the correct list when selecting 'Add to Visual Task Board.'
  1. Navigate to Self Service > Visual Task Boards.
  2. Create New Freeform board. Name it 'Board Test 1'.
  3. In the Members tab, add User Beth Anglin.
  4. Repeat steps 2 and 3, creating 'Board Test 2' and 'Board Test 3'.
  5. Impersonate Beth Anglin.
  6. Navigate to Incidents.
  7. Right-click an incident and select Add to Visual Task Board.
  8. Confirm the list of VTBs is incorrect.
Note only one VTB is displayed, as well as a repeated sys_id in the breadcrumb filter indicating the return is incorrect.

Other Geneva Patch 5 information

  • Edge Encryption: Configure web proxy properties

    If your network uses a web proxy, you can set up the Edge Encryption proxy to use the web proxy. This feature is available in Geneva Patch 5 and subsequent releases.

  • Import Sets: Download an import template

    When downloading an import template, note that Step 5 is optional.

Fixes included with Geneva Patch 5

* 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.