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Geneva Patch 6

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Geneva Patch 6

The Geneva Patch 6 release provides fixes for the Geneva release.

For the Geneva Patch 6 release:
Build date: 04-19-2016_1013
Build tag: glide-geneva-08-25-2015__patch6-04-06-2016

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 6 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 6, refer to KB0583955.

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


When an instance encounters periods of resource stress (multiple long running transactions), the addition of presence requests can cause semaphore queue build up, resulting in 429 error responses A separate semaphore (Presence) has been added to ensure that presence requests cannot cause queue build up. The following are symptoms of this issue:
  • Once an instance gets slow and starts queuing up requests longer than usual, the fact that there are lots of presence requests lead them to fill the queue. This causes all requests after 150 are queued to be rejected with a 429 error response.
  • When requests are rejected, some parts of the user interface (e.g. navigator, activity stream) may be missing. Users may also encounter 429 errors on page requests.
Platform Performance


Semaphores not loaded into memory on zboot/upgrade until node restart At node startup, we read from the sys_semaphore table and load them into memory. We added a new semaphore for AMB in Geneva that did not get loaded into the memory after the upgrade to Geneva. Now after the upgrade, we trigger an event that reloads all the semaphores into the memory.
  1. Upgrade from Fuji to Geneva.
  2. Go to and check for AMB Semaphores.
Instead of the seeing the expected 4 available AMB semaphores, there are no AMB semaphores.
Platform Performance



ServletTransaction does not account for recycled requests and leaves sessions in session sync The RESTAPIProcessor throws an exception that causes the transaction to be cancelled, but not release the session sync on the session. This results in sessions "leaking" in the queue and can eventually, in a worst case scenario, consume the whole transaction queue. The affected end user(s) experiences HTTP 429 "Rejecting request" errors. The following builds contain the complete fix for this issue:

Refer to the listed Known Error KB article for details, including relief and preventative actions.

Service Catalog



Service Catalog Plugin (Service Catalog core applications) Variables are not aligned on sc_req_item page if using variable set Fields in variable sets are not aligning with other variables on the sc_req_item page.
  1. Open an instance with the Geneva release installed.
  2. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
  3. Open the item Packing and Shipping.
  4. In the Variable Sets tab or section, click New.
  5. Fill in the following fields:
    • Name: Customer
    • Order: 100
    • Layout: 1 Column Wide
  6. Click Submit.
  7. In the Variables tab or section, click New.
  8. In Type, select Single Line Text.
  9. Click Submit.
  10. On the Catalog Item record for Packing and Shipping, click Try It.
  11. Fill in the mandatory fields.
  12. Click Order Now. The variables are not aligned on the created sc_req_item.
User Interface (UI)


TinyMCE HTML Field Editor TinyMCE image attachment option does not work on knowledge articles using IE11 It is not possible to add an image via an attachment on a kb_knowledge record using TinyMCE.
User Interface (UI)



Column State in the table sys_user_has_role has two values for None
  1. Navigate to sys_user_has_role.list.
  2. If the column State is not visible, personalize the list to have the State column.
  3. Double-click any of the row and column's State.
Note that there are 2 None options in the dropdown.
Service Catalog



Service Catalog Plugin (Service Catalog core applications) In Geneva and Fuji, multi-line text fields and UI Macro variables no longer expand the width of both columns A design change in Fuji and Geneva prevents multi-line text field variables from expanding the width of the form. This change from the behavior in Eureka can cause issues for customers who created their variable layouts expecting the old design.
  1. Navigate to Service Catalog > Maintain Items.
  2. Select the desired catalog item.
  3. In the Variables related list, click New.
  4. Add a container and in the Type Specifications tab, specify a Layout of 2 Columns Wide, alternating sides.
  5. Add two variables of any type to the container.
  6. Add a Multi Line Text variable as the third item in the container.
  7. Click Submit. When you access the item, note that the text box is only 50% wide.
The same problem occurs with the Macro and Macro with Label variables.



Configuration Management (CMDB) 'CI Relations' related items header is missing in cmdb_ci_win_server form when 'Tabbed forms' is ON When the 'CI Relations' field is added to the Configuration > Servers > Windows server form layout inside a tab (there should be multiple tabs present with other data), its header display depends on the state of 'Tabbed forms'. If the 'Tabbed forms' state is ON, then the Related items header disappears. If the 'Tabbed forms' state is OFF, the Related items header appears.
  1. Navigate to Configuration > Servers > Windows and open a server.
  2. From the form layout, make sure you have 'CI Relations' in one of the sections.
  3. Make sure you have many tabs on this form.
  4. Make sure you see the 'Related items' header and related data.
  5. Make 'Tabbed forms' (found in the wheel/gear settings) is ON/OFF.
Note that the Related items header is now in tandem with the 'Tabbed forms' state.
User Interface (UI)


Activity formatter Missing recipients from inbound emails in activity formatter In Geneva and later releases, some recipients for an incoming email do not appear in the activity formatter.
  1. Send an email to a Geneva instance that has an inbound action that will create an incident record.The email should include an extra recipient in the "to:" field besides the instance email address and one or more in the "cc:" field.
  2. Once the email has been processed by an inbound action, check the record that it created and look for the received email in the activity formatter.
Expected behavior: The email that is rendered in the activity formatter should display all of the recipients that are actually on inbound email.

Actual behavior: The "From:" and "To:" addresses are both displaying the from address.



If SNMP Discovery of an IP Switch happens to not pick up certain OID's during a large scan, it can cause an IP Router record to get created instead and thus potential duplicates would be created This issue was investigated in PRB586364. However, the solution that was made for this (having an additional Identifier that tries to find a matching record of a different class) does not always work, especially if we are missing the necessary Serial Number OID's to match the existing record.
  1. Run a Discovery on an IP Switch server.
  2. Based on results from SNMP - Classify, we should see proper OID results for 'dot1dBaseNumPorts'. This will help us to classify it as a Switch.
  3. Run a Large Discovery against multiple SNMP devices. You may even need to run some simultaneously to get the MID Server and ECC queue to fill up with probes to process.
On occasion, for this Switch, we are not getting the 'dot1dBaseNumPorts' OID. This prevents users from properly classifying this as a Switch, and eventually falling back to classifying it as a Router.
Project Portfolio Management


Project Management Parent Project Percent Complete not updated after when Project Task Percent Complete is changed after upgrade to Geneva because updates were not all applied After upgrading from Fuji Patch 3 Hot Fix 1 to Geneva Patch 0 Hot Fix 1, updates to Project Tasks no longer update Percent Complete on the Parent Project. The sys_upgrade_history_log shows that there are two updates to sys_script_ac1a86557f0000014b9410b344d51224, and the updates are not the same. One appears to be the new code and the other appears to be the old code. The order that these are applied appears to be random. If the new code is applied last, then the bug does not appear, otherwise the bug appears.
  1. Create a Project with associated tasks in Fuji (e.g. FP3HF1), and then upgrade to Geneva (e.g. GP0HF1).
  2. Update the child's percent complete.
Notice that the project's percent complete is not updated.


Configuration Management (CMDB) Re-parenting of cmdb_ci to cmdb during upgrade to Geneva can cause customizations/column data to be lost
  1. Provision a Fuji instance.
  2. Navigate to the dictionary entry. Modify the column to be a List internal_type from the OOB reference internal_type value, and add any column attribute to it.
  3. Add multiple values to the company column on cmdb_ci for a record.
  4. Upgrade to Geneva Patch 3 Hot Fix 2.
Note the following in the logs during the upgrade:
2016-02-10 13:09:21 (082) worker.0 worker.0 HierarchyEditor: Source field
  ( targeting existing column on new parent (
2016-02-10 13:09:26 (341) worker.0 worker.0 HierarchyEditor: Queueing
  overridden/duplicated element for removal:{}
2016-02-10 13:10:25 (942) worker.0 worker.0 HierarchyEditor: Removing dictionary
  entry for:
The result is that the column will be in an OOB state, and data will be lost if the column contains values that are not compatible with the OOB type. For example, when the column was reverted back to a reference from the customized list type, it lost all values added except for one.

All Other Fixes

Problem Affected Plugins Short description Description Steps to reproduce
Change Management



Change Management - Collision Detector Maintenance Schedules with an empty 'Applies to' field are incorrectly included when checking for Configuration Item conflicts on a Change Request Maintenance Schedules with an empty "Applies to" field are incorrectly included when checking for Configuration Item conflicts on a Change Request. This can affect performance. Refer to the listed Known Error KB article for details.
Change Management


Change Management - Core Custom change types are removed on activating Change Management - Standard Change Catalog plugin
  1. Upgrade a pre-Geneva instance to Geneva.
  2. Prior to installing the Change Management - Standard Change or Change Management - State Model plugin, add a new type to the change request type choice list.
  3. Activate the Change Management - Standard Change or Change Management - State Model plugin.
Observe that after the activation, all the Type choices were replaced with Standard, Normal and Emergency, including any new choices created.
Change Management


Change Management - State Model Minor release upgrades of Geneva family revert change workflows to OOB versions Minor release upgrades of Geneva family revert change workflows to OOB versions. Upgrading from one Geneva patch to another Geneva patch will cause this issue to occur if modifications have been made to any of the following change management workflows:
  • Change Request - Emergency
  • Change Request - Emergency change tasks
  • Change Request -Normal
  • Change Request - Normal change tasks
  • Change Request - Standard
  • Change Request - Standard change tasks
When upgrading, e.g. from Geneva Patch 1 Hot Fix 8 to Geneva Patch 4 Hot Fix 1, any changes to the listed workflows will be unpublished, and the out-of-box version will replace it as the published workflow.

It is important to note that no modifications are lost during the upgrade.



In Connect, support agents cannot join record conversations on records they create in support conversations Support Agents cannot join record conversations pertaining to the records they create from a support conversation. This is due to the conversation being spawned using the same record that the support conversation is tied to.


Connect Support Connect Support customer chat window displays scrollbars in IE11 In Geneva, the Connect Support customer chat window displays scrollbars in IE11.



Connect Support Access to Chat/Support modules missing because buttons do not appear in instances upgraded to Geneva Patch 3 Hot Fix 2 After upgrading to Geneva Patch 3 Hot Fix 2, the Connect and Support buttons do not display due to a missing property setting and therefore those modules cannot be accessed. Instances are affected in the following circumstances:
  1. The instance was upgraded to Geneva prior to Patch 2.
  2. The Connect Support plugin was installed during this time.
  3. The instance was then upgraded to Geneva Patch 2 or later.
Instances are not affected if:
  • Connect Support was not installed prior to Geneva Patch 2.
  • Connect Support was installed but the instance has not been upgraded to Geneva Patch 2 or later.
Refer to the listed Known Error KB article for details.


Connect Need method to specify Chat Actions [connect_action] order and display Need method to specify the order and display of Chat Actions [connect_action]. In a Geneva instance:
  1. Ensure these plugins are active: Connect, Connect Support.
  2. Ensure this property is true:
  3. Navigate to Connect Support > Administration > Actions.
  4. This list displays:
There is no Order column on this table. Prior to Geneva, legacy Chat installed Chat Actions [chat_action] table with an Order filed (<order>100</order>).


Connect, Connect Support Connect Support 'idle time' properties should not be hard-coded Two properties related to 'idle time' should be configurable.
Cloud Management


ARM Template: Securestring not secure when shown in catalog When ordering a resource group type (ARM template) with a securestring template from a service catalog, it shows up on the catalog in plain text instead of masked text.


Configuration Management (CMDB) Need to update multiple asset records and add CI relationships that do not remain and corrupt the data in the table A user can select multiple assets and select 'update selected', add a CI relationship, and save. When the user looks at the individual CI records, the relationship does not seem to exist.
  1. Navigate to Configuration > Computers and check the first 2 items (*ANNIE-IBM, *ASSET-IBM).
  2. Right-click the list header and select Update selected.
  3. In the related items bar, click Add CI relationship.
  4. Select Backup done by and choose Amsterdam. Click Update.
  5. Click the asset *ANNIE-IBM.
Notice the relationship does not exist.
Data Certification


Certification v2 When failing/passing a data certification and adding a comment, the tooltip displayed cuts off the text
  1. Install the Data Certification plugin.
  2. Go to cert_task.list.
  3. Select a task that is 0% complete.
  4. In the Certification formatter, click the check box next to the word Production on any Server.
  5. In the input box above the Server list, next to the Check/Exclamation mark where it says 'Optional comment for checked elements', type in a string (e.g. 'Testing to see if the tooltip displays the full comment').
  6. Click the exclamation mark to fail the certification on the checked box.
  7. The checked box now displays an exclamation mark after the list reloads. Hover over the exclamation mark.
Notice the tooltip renders the comment but cuts off the text.
Demand Management


Demand Management plugin does not add the correct state choice labels in correlation to the wiki for recording decision records When activating the Demand Management plugin, the state choice labels that are listed on the wiki are not added to the state field.
  1. Activate the Demand Management plugin.
  2. Go to sys_choice.list > search for Table = dmn_decision.
Observe there are only 3 state choice labels/values: Pending, Approved, and Rejected. However, the wiki states that there should be 6 state fields.


Remove Run As user for SCCM Import schedule jobs The run as user needs to be empty for SCCM schedule jobs. Also, the created_by user should be admin for SCCM import jobs because the Run As field defaults to the created_by user if it is left empty. This causes potential records to be created under the created_by user.
  1. Run SCCM scheduled import jobs.
  2. Records that it imports should be created_by system.


New Geneva discovery_net_base table extensions are broken, causing problems for Discovery Switch Sensors and GlideRecord in general With the Geneva update, all the dscy_.. tables extending dscy_net_base have been replaced with a new set of discovery_.. tables extending discovery_net_base. dscy_net_base extended cmdb_ci, but the new discovery_net_base table does not. It is set as Extensible but has no Class (sys_class_name) field, and so breaks the platform fundamentally.
This affects these tables, which are effectively invalid tables, and this breaks Forms, **Security ACLs** and GlideRecord in general:
  • discovery_net_base
  • discovery_device_neighbors
  • discovery_net_arp_table
  • discovery_net_wire
  • discovery_switch_bridge_port_table
  • discovery_switch_fwd_table
  • discovery_switch_spanning_tree_table
Because these records are no longer extending cmdb_ci, the "this.isCI())" is returning false, and so we try to update an 'absent' field that is not there.
Discover a Switch in Geneva.

Warnings such as this are seen in the logs for all the extending tables when discovering Switches:

12:38:21.910 Warning worker.4 worker.4 WARNING *** WARNING ***
  getGlideElement called for unknown field 'absent' in table 'discovery_switch_fwd_table'
12:38:21.910 Warning worker.4 worker.4 WARNING *** WARNING ***
  setValue called for unknown field 'absent' in table 'discovery_switch_fwd_table'


The 30-day table cleaner for the CMDB_TCP table needs to be moved to 7 days With large enterprise customers on busy servers, the CMDB_TCP table has grown to over 10 million records. Processing from this table can take a long time, and this can return over 500K rows for a single server. This caused one node after another to fail.


Configuration Management (CMDB) CMDB Identification Engine reconciles applications with a different key Legacy process classification reconciled processes on a key based on the running process command and key_parameters. The new CMDB Identification Engine uses a key based on the running process command and parameters. Although the difference is minor, it may break Process Handlers or Process Classification as shown in the steps to reproduce. Use an instance that only has Discovery activated (no Service Mapping).
  1. Navigate to Discovery Definition > Properties and make sure glide.discovery.use_cmdb_identifiers is false.
  2. Create a process classifier on the application table to classify a MID Server with:
    • Name: ServiceNow MID
    • Table: Application
    • Condition: 'Parameters contains com.service_now.mid.Main'
    • Relationship type: Runs on::Runs
  3. Create a process handler with the following:
    • Name: ServiceNow MID
    • Classify: true
    • Condition: 'Parameters contains com.service_now.mid.Main'
    • Script: current.key_parameters = current.command;
  4. Discover a Windows machine that is hosting at least one MID Server. Note that an application record is created for each MID Server application detected.
  5. Log into the Windows host and restart a MIDdisco.
  6. Rediscover the host or rerun the ADM probe. Note that the same MID Server applications exist (no new applications created).
  7. Update property glide.discovery.use_cmdb_identifiers to true.
  8. Log into the Windows host and restart a MIDdisco.
  9. Rediscover the host or rerun the ADM probe.
Note there is now a new (duplicate) application record for the MID.


Linux CPU Core Count calculation needs to be per processor In Fuji, the CPU Core count for Linux is per processor, whereas it is the total count across all processors in Geneva. The CPU core count needs to be calculated per processor to be consistent with Windows - CPU.
  1. Run Discovery on a Linux host with multiple physical processors with multicore.
  2. The CPU count after Discovery should be based per processor.
If a server has 4 CPUs with 8 cores per CPU, then the cpu_core_count should be 8, not 32.


MID Server Several 'Caused by error in probe:PowerShell: Storage 2008/2012 at line 1' messages in Discovery log for the random sources when we run a Discovery schedule. Users get an error message whenever the PowerShell storage probe sends a warning message without any warning content. It seems that PowerShell is broken in some way and cannot send the content.
  1. Create a probe payload with some warning tags without content as follows:
    • In storage.ps1 (parameter in Windows - Storage 2008 - PS probe), put all commands in comment.
    • Add Write-Host '[[==PROBE:warning==]]' at the end of the file.
  2. Run Discovery against a Win-2008 server.
See 'Caused by error in probe:PowerShell: Storage 2008 at line 1' in the Discovery log.


vCenter sensor processing takes several hours for large vCenters vCenter sensor processing can take several hours for extremely large vCenters, and the probe payload can be 25+ MB. Performance needs to be improved and the payload size reduced.
  1. Discover a vCenter with 500 ESX servers, 5000 VMs, 3000 FC ports and 8000 FC disks.
  2. Note that vCenter sensor processing lasts for several hours.


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 (currently500).
  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.
Edge Encryption


Edge and platform encryption APIs for attachments are broken Mass attachment encryption/decryption breaks files. 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.
Event Management


When sent via JSONv2API, the time of event is converted to GMT from the mid user time zone
Event Management


Need a blacklist (e.g. category) of copying additionalInfo from Event to Alert Issues:
  • Additional_info's category field is put into Alert's category field.
  • When a category is set in an event's additional_info, the event does not always aggregate properly to the alert with the same category.
For events that have additional info, that additional info is parsed and used to fill in any matching column in Alert, as well as in the eventual Security Incident table. The 'category' field is usually put into additional info - to set the category of the incident or security incident that may eventually be created from the alert. Alerts have a category field - this has only two expected values, and it is assumed to be default in some code.

When an event does not match the category of an alert, it is not always linked together. For example, if there is an event with a category in the additional info like 'Malware', it gets entered into the Alert's category field, which makes that alert not match other identical incoming events for some cases.

  1. Create a new Event and populate the following information:
    • Source: Abc
    • Severity: Critical
    • State: Ready
    • Classification: IT
    • Additional information: {"category":"abc"}
  2. Save the record and wait for the status to change to 'Processed'.
  3. Check that an alert is created and has the 'abc' category other than Default and Threshold.
  4. Create another Event with the following information, which is supposed to associate the same alert and close it:
    • Source: Abc
    • Severity: Clear
    • State: Ready
    • Classification: IT
  5. Save the record and wait for the status to change to 'Processed'.
Note that no Alert was associated with the Event.
Field Service Management


Field Service Management The Usage Analytics configuration to count the number of logged in users over a day / month always returns 0 There is a configuration to count and aggregate number logged in users (qualifiers, dispatchers, agents) over a period (monthly / daily). The count for the aggregation is always 0.


Governance, Risk, and Compliance (GRC) IT GRC Control Test Definitions return inconsistent sample sizes for Control Tests


Governance, Risk, and Compliance (GRC) record/asmt_assessment_instance/read ACL is looping with itself The OOB ACL record/asmt_assessment_instance/read is looping with itself. In a Geneva instance:
  1. Turn on the Debug Log.
  2. Impersonate the itil user.
  3. Go to asmt_assessment_instance.list.
You will see the following in the log output:
01:44:35.298: ACL Looping detected:
record/asmt_assessment_instance/read, ACL stack:
[record/asmt_assessment_instance/read, record/asmt_assessment_instance/read,
record/asmt_assessment_instance/read, record/asmt_assessment_instance/read,
record/asmt_assessment_instance/read, record/asmt_assessment_instance/read,
record/asmt_assessment_instance/read]: no thrown error
01:44:35.303: Slow ACL 5e451b6bbfe001007a6d257b3f073951 for the path
  record/asmt_assessment_instance/read, time was: 7
01:44:35.303: Slow ACL 5e451b6bbfe001007a6d257b3f073951 for the path
  record/asmt_assessment_instance/read, time was: 7
01:44:35.304: Slow ACL 5e451b6bbfe001007a6d257b3f073951 for the path
  record/asmt_assessment_instance/read, time was: 8
01:44:35.304: Slow ACL 5e451b6bbfe001007a6d257b3f073951 for the path
  record/asmt_assessment_instance/read, time was: 8
01:44:35.304: Slow ACL 5e451b6bbfe001007a6d257b3f073951 for the path
  record/asmt_assessment_instance/read, time was: 8
01:44:35.304: Slow ACL 5e451b6bbfe001007a6d257b3f073951 for the path
  record/asmt_assessment_instance/read, time was: 9
HR Service Management


Human Resources Application: Core The Search Knowledge UI macro on HR Case does not limit the results to the HR(Human Resources) KB(Knowledge Base)
HR Service Management


Human Resources Application: Core Missing OOB field ('name') on the hr_document_template table for the Human Resources application in Geneva In the hr_document_template table, there is a missing OOB column ('name'). This was confirmed by looking at an OOB UI action where we query the name field on the hr_document_template table which does not exist. On an OOB Fuji or Geneva instance:
  1. Activate the Human Resources core plugin.
  2. Go to the dictionary of the hr_document_template table.
  3. Look for column label is name. No results will return.
  4. Go to UI actions and search for Generate letter in the hr_case table.
Import / Export


[action] variable is not available in [field map] script in transform map in Fuji The [action] variable was available prior to Fuji.
  1. Create a data source into the sys_user table. Attach the following sample CSV file:
    email,first name,last name,user_name,Abel,Tuter1,abel.tuter
  2. Create a new transform map.
  3. Create a new [field map] script:'#### Error: ' + error);
      answer = 'true';
  4. Run the import and transform.
The following message will appear in the log:
org.mozilla.javascript.EcmaError: "error" is not defined.
  Caused by error in sys_transform_entry.010dc87d0f2402008c6ee1b8b1050ed4 at line 1
  ==> 1:'#### Error: ' + error); 
  2: answer = 'true';


Google Maps Plugin The Critical Incident Maps displays a Marker icon (showing the geographical location of the customer in the ticket) in the wrong location In an OOB instance:
  1. Navigate to Incident > Critical Incidents Map.
  2. Adjust the view/location of the World Map, so you can see the continent of Africa.
  3. There is a Marker just below 'Ghana' on the East Coast of Africa.
  4. Click the Marker icon below 'Ghana', and the associated ticket will open.
This icon is in the wrong location, and all of the Markers on the map are showing icons with an Exclamation point, indicating an Error.


Non-admin users are able to create records on the ecc_queue_retry_policy table
Knowledge Management


I18N: Knowledge Management Internationalization Plugin v2, I18N: Internationalization Updating the short description of a knowledge article created from submission causes all related KB short descriptions to get updated When you update the short description of a knowledge article that was created from a submission, then all related knowledge article short descriptions get updated. This issue occurs when the user is in a language other than English, and it happens on all articles related to the submission.
  1. Change language to a language other than English.
  2. Create a new KB article submission (Knowledge Base > Submissions > Open Submission then click New).
  3. From the submission, create a knowledge article with the Create article button. Do not modify information on the submission.
  4. From the submission, create another knowledge article with the Create article button. Do not modify information on the submission.
  5. Now you have two articles with the same short description.
  6. Change the short description of one of the articles.
Note that it changes on the other. Even when the submission ticket number is removed from the KB article (remove the relation), the short description of these two articles will still be synchronized.
Knowledge Management


Knowledge Management V3 'Did you mean' functionality not available in KMv3 search In Knowledge search (global), the 'Did you mean' feature is not working.
Knowledge Management


Social Q&A Social Q&A answers with negative votes in wrong order In Social Q&A, if answers have negative votes, they are ordered backwards. An example of this vote order is 4, 2, 0, -4, -3. The -4 and -3 should be switched. In a Geneva instance:
  1. Impersonate System Administrator.
  2. Navigate to Knowledge > IT Knowledge.
  3. Click Create New Question on the top right.
  4. Enter 5 answers.
  5. Impersonate ITIL user
  6. Vote the 1st and 2nd answers positively.
  7. Vote the 4th and 5th answers negatively.
  8. Impersonate David Loo.
  9. Vote the 2nd answer positively.
  10. Vote the 3rd answer negatively.
You will see the following incorrect order:
  • 2 - 2nd
  • 1 - 1st
  • 0 - 5th
  • -2 3rd
  • -1 4th
Knowledge Management


Show article number on the Article View page
Knowledge Management



Knowledge Management V3 Clicking Knowledge > Create New from the Application menu leads to a read-only page Clicking Knowledge > Create New from the Application navigator leads to a read-only page when an instance has been upgraded from Knowledge V2 to V3, and the instance does not have any V3 Knowledge Bases. This problem has manifested in Fuji Patch 12 and Geneva Patch 5.
  1. In the Application navigator, navigate to Knowledge > Articles.
  2. Click Create New.
Note that all fields are read-only.
MID Server


MID Server is not processing records All threads are waiting for SSHSessions (see PRB663995), and the waiting threads do not time out.
MID Server


MID Server does not process any records because all threads are waiting for SSH session, and command timeout does not work At times, the probe reaper is not interrupting the correct thread upon probe timeout. This causes the worker thread to be stuck there indefinitely.
MID Server


SSHSharedSessionCache locks the whole cache when returning session to pool, and Apache Commons Pool swallows exception Apache Commons Pool swallows exception on creation failure, which may cause a dirty session wrapper in our own cache.
MID Server


MID Server logging for threadpool processing count is incorrect The logging in the MID Server sometimes shows the same value for thread pool processing count for each priority.
  1. Run a large Discovery in Standard priority.
  2. Check LogStatusMonitor in MID Server logs.
Sometimes you will see the processing counts are the same, even though no interactive may be running.
02/17/16 17:00:41 (672) LogStatusMonitor.60
stats threads: 148, memory max: 5462.0mb, allocated: 3404.0mb, used: 296.0mb,
standard.queued: 2000 probes, standard.processing: 1984 probes expedited.queued: 0
probes, expedited.processing: 1984 probes interactive.queued: 0 probes,
interactive.processing: 1984 probes



Mobile UI Mobile lists on the Task table do not open forms on the child table If a user drills into a record from a parent table, the record is opened on the parent table even if it is an extended table. For example, if you open a change_request from task, it will open as a task on the mobile site and as change_request on the desktop site.
  1. Install the new Mobile UI plugin.
  2. Navigate to System Mobile UI > Navigator Apps.
  3. Open any Application Menu.
  4. Create a new Module using the Modules related list.
  5. Name the module and set the table to 'Task [task]'.
  6. Navigate to /$ and to the module you created.
  7. Open any record that is a child of the Task table.
Note that it comes up as a task and not as the child record.


In mobile, logout button inaccessible on Safari / iOS The logout button in the nav bar is hidden behind the button tray at the bottom of the iOS Safari browser and cannot be tapped. This seems to be Safari-specific on iOS.
  1. Using Safari on an iPhone, log into a Geneva instance.
  2. Press the ≣ button in the upper left corner to open the nav pane.
  3. Scroll down to the logout button.
Note that once you lift you finger from the screen, the logout button moves down under the toolbar tray again, and is not accessible. Attempting to scroll up again to access the button will not work. Scrolling down to the button with one hand and clicking the button with the other hand while still scrolling does not work either.


Mobile UI Mobile UI has scrolling issues that prevents logout When using the mobile UI, the nav pane has scrolling issues that prevent the user from being able to hit the logout button at the bottom of the nav.
  1. Connect to a Geneva instance with the mobile UI in Safari on a mobile device.
  2. Click the hamburger button to bring up the nav bar.
  3. Scroll to the bottom of the list.
The logout button is visible, but it will bounce back below the frame and the user cannot click it.


Mobile UI Date value set for a service catalog variable in Mobile view is getting set to incorrect date The date value set for a service catalog variable in Mobile view is getting set to the incorrect date. In a Geneva instance:
  1. Open the Access catalog item.
  2. Scroll down to the related list section, and under Variable, click New to create a new variable.
    • Type: Date
    • Question: Need by Date
    • Name: date_value
  3. Submit.
  4. Change to the mobile view.
  5. Go to Service Catalog > Software > Access.
    • Need By date:03/31/2016
  6. Click Add.
  7. Click Order.
  8. Click OK for Submit this Order?
Note that a RITM is created, but under Variables, the Need By Date has a value of 2016-03-22 instead of 2016-03-31.


Mobile UI Reference field search functionality is not working on mobile app if it is a variable In the mobile app, when trying to search in a variable reference field by name, there is no option to type any text for search.
  1. Create a reference type variable to be used in a catalog item.
  2. Open this item in the ServiceNow Mobile app.
  3. Try to search by name.
Performance Analytics


Performance Analytics In PA Scoresheet, when numbers are entered into search box, data will be overwritten in the highlighted scoresheet cell If a number is entered after a letter in the PA Scoresheet's drop-down search box, data will be overwritten in the highlighted scoresheet cell with that number. This can be reproduced on Fuji and Geneva instances.
  1. Open PA and look at a scoresheet.
  2. Highlight one of the fields.
  3. After highlighting a field, click the nav button and begin searching for something by pressing any letter.
  4. After pressing 1 letter, press any number.
For example, if you type 'P4', the 4 will not appear in the search field but instead in the highlighted scoresheet cell. After pressing a number again, it will then appear in the search field. This overwrites whatever was in the highlighted field, essentially overwriting the production data.
Performance Analytics


Performance Analytics 'Show indicator' scorecard row should follow breakdown element When show indicator and follow breakdown is selected on a breakdown scorecard widget, the indicator row will not follow the selected breakdown.
  1. Create a new breakdown scorecard widget.
  2. Choose a number of new incidents for the indicator.
  3. Choose a priority for the breakdown.
  4. Click Follow element and choose Category for the followed breakdown.
  5. Under the breakdown settings tab, select Show indicator.
  6. Add the widget to the OOTB Incident daily - 7d -28d dashboard.
  7. Select the category breakdown in the list of breakdowns.
  8. Select an element.
The breakdown elements of the widget will respond and apply the selected element as a b2, but the indicator row will not.
Performance Analytics


Data collector uses the domain of the Job to collect data rather than the domain of Run As user Scores are stored as expected under the Run As user domain, but the values are unexpected as they include records visible from the Jobs domain.
Performance Analytics


Previously collected scores from a Domain job are unexpectedly overwritten when Run As user changes to a user on a different domain Data Collection jobs which are in a different domain than the RunAs user will use the job domain for the collection of scores instead of the runAs user. If you have multiple jobs on a parent domain (e.g. TOP), and you run these jobs as users from child domains, the scores in the child domain will be deleted, and the new scores will be placed in TOP, which will then be in turn overwritten by another job in TOP.


A user can use the UI option to 'Delete All Records' on the sys_db_object table and cause instance unavailability and data loss When a user selects the sys_db_object table and uses the UI option to 'Delete All Records', the table is dropped. Since the sys_db_object has metadata about tables, and when you delete a record on this table, the table is dropped - deleting all records could drop all tables.
  1. Navigate to
  2. Click Delete All Records for the sys_db_object table.


Stats Tools OR queries against separate reference fields cannot be effectively optimized in MySQL
Platform Performance


Connect Support Wrong state in chat_queue_entry after upgrading to Geneva
Platform Security


StorageEncrypter incorrectly encrypts/decrypts raw strings This happens for 'raw' strings (i.e. when the original value is clear text).
Project Management


Project template phase 'initiating' When using Project Templates, if setting the Phase field to any other value besides 'initiating', the Phase field will remain with the value 'initiating' in the project. In a Fuji instance:
  1. Navigate to Project > Projects > Templates.
  2. Modify the one of the OOB records include the Phase field.
  3. Set the value of the Phase field to an alternative value (e.g. Executing).
  4. Create a Project using the Create Project related link.
  5. Fill in the fields on the Create Project From Template dialog box:
    • Project name: Enter a name for the new project.
    • Start date: Enter a start date for the new project.
  6. Click OK.
Notice the resulting project has the value 'initiating' in the Phase field.
Project Management


Project Management Project task creator UI action generates records without top_task populated. In Geneva, the Project task creator UI action generates records without top_task, sub_tree_root, and other custom fields, which were all populated in pre-Geneva releases. In a Geneva instance with the Project Management v3 plugin active:
  1. Navigate to Projects > Create New.
  2. Populate a name and save to generate a new Project (top_task is populated with itself).
  3. Right-click the header and select Project task creator.
  4. Specify the following when the 'apply_planned_task_creator' UI page displays:
    1. Quantity: 2
    2. Leave Relationship alone
  5. Click Submit.
  6. Scroll down to look under the Project Task related list, where these two will have NO 'Parent Task' [top_task] populated:
    1. Auto created task 1
    2. Auto created task 2
  7. Manually create the Project Tasks from the Project. The top_task is populated with the Project.
This issue also exists for sub-tree root and any other custom fields that may be getting populated in a Before Insert/Update business rule on pm_project_task.
Project Management


Project Management CIO Roadmap shows duplicate project Projects that have the 'Portfolio' value changed, display in the old value column and the new value column in the CIO Roadmap timeline visualization.
  1. Navigate to Project > Create a New Project.
  2. Select a Portfolio Value.
  3. Right-click and Save.
  4. Change the Portfolio Value.
  5. Right-click and Save.
Current Behavior: When going to Project > CIO Roadmap , the project displays twice (in the first value given to portfolio, and the value it was changed to).

Expected Behavior: When going to Project > CIO Roadmap, the project should display only in the current value column.

Project Management


Timeline Visualization, Demand Management Users with timeline_user role cannot Personalize/Configure their timelines According to Fuji and Geneva documentation (listed below), timeline administrators or users with the timeline_user role can personalize their timeline visualizations from the Settings pane in the visualization. At the moment, only timeline administrators can personalize their timelines due to the following ACL: roadmap_page.* WRITE ACL
Project Management


Project Management Opening planning console takes long time The planning console page takes a long time to open.

Navigate to Project > Planning Console.

It takes 30+ seconds to load all the graphs and chats. No slow queries are involved in the transaction.
Project Management


SDLC - Scrum Process Pack Assigned To reference icon in Scrum Tasks (rm_scrum_task) form returns no rows when Scrum Story has Project but no Team selected for the Story SDLC Scrum Task form has a bug where it does not return any values in the Assigned To reference popup when the associated story for the scrum task has a value selected for Project but no value for Team selected. Make sure all of the Project, Portfolio, and SDLC Scrum plugins are installed.
  1. Create a new Story with a value for Project selected but no Team selected within the Story. Or, select any existing such record.
  2. Create a new Scrum Task for the story, or if one exists, open it.
  3. Click the Assigned to reference popup for the field.
Note it comes up with no values.
Project Management


Planning console is blank when the project has a decimal value in the percent complete field when the language is Brazilian Portuguese When the language is set to Brazilian Portuguese, and a new project is created with the 'percent complete' set to a valid decimal (e.g: 12,5). The project can be saved, but the planning console is blank.
  1. Install I18N: Brazilian Portuguese translations.
  2. Set the glide.system.locale to pt.BR.
  3. Change the language to Brazilian Portuguese in the language picker.
  4. Create a new project and save.
  5. Set the 'percent complete' to a valid decimal in Portuguese (e.g. 12,5) and save.
  6. Under related links, click Planning Console.
The planning console is blank.
Project Management


Resource Management Resource Management report calculation shows 35h weekly when 7.5 hours daily and should be 37.5 (5x7.5) In a Geneva instance:
  1. Go to the user abel.tuter - /
  2. Create a schedule named 7.5.
  3. Create a Schedule Entry named 7.5 entry with these values:
    • When (today): 08:00:00
    • To (today): 20:30:00
  4. Save.
  5. Go to the Resource > Reports > Group Members Availability - and select:
    • Resource Type: Group
    • Group: CAB Approval
  6. Run the report.
Note that the report will show 12 hours, not 12.5 hours.
Project Management


Project Management 'Widget Title Update' business rule is causing performance issue because of an invalid query
  1. Turn on Debug SQL, Debug business rule.
  2. Go to Project > Settings > Portfolio.
  3. Enter one of the portfolios.
  4. Add something to the Description field, and click Update.
In the debugging output, the 'Widget Title Update' business rule is running the following query:
SELECT ... FROM sys_portal_preferences sys_portal_preferences0
It then runs a query on each one of the returned records to retrieve its data.
Project Management


Project Management The Project tasks cannot be assigned on the planning console if there are inactive users with project roles The Project tasks cannot be assigned on the planning console if there are inactive users with project roles. The 'Assigned to' field displays 'no matches found'. In a Geneva instance:
  1. Give the it_project_manager role to 3 or 4 users.
  2. Make one of the users inactive: Go the User Administration > Users > <user> uncheck the Active check box.
  3. Impersonate another user and start a sample project.
  4. When the tasks get generated, click the Planning Console related list and go to thePlanning Console.
  5. Create a task if one does not exist already, and click the Assigned to field.
It will display 'No matches found'.
Project Management


Session time zone causes the user/group allocations report to show time off in previous week When inserting a time off all day in the user 'View calendar' for next week, it appears in the previous week on the user/group allocations report. This occurs when the user session time zone is set to a time zone with UTC +X. The issue does not occur for the UTC -X time zones. Make sure the Resource Management plugin is activated.
  1. Set the session time zone to Europe/Amsterdamor Hong Kong.
  2. Go to any user record (e.g. Abel Tuter).
  3. Click View Calendar.
  4. Set the next Monday as time off for all day and submit.
  5. Now go to Resource > Reports > User/Group Allocations in the application navigator, and set the following:
    • Resource type: user
    • Resource: <updated user> (e.g. Abel Tuter)
  6. The start and end date will be set automatically. Make sure the weekly report is selected.
Note the time off will display on this week rather than the next week. This works as expected when the system time zone is set as'US/Pacific' or 'GMT'.
Project Management


Project Management Planning console security The planning console is not available for users without CRUD on the project table. The planning console should be available as long as CRU access is available in project, CRUD is on the project task table, and CRUD is on the planned_task_rel_planned_task table
Project Portfolio Management


Test Management If a user is above the TPH limit and they install the Project Portfolio Suite plugin, tables lose their parents sys_db_object record updates in the com.snc.test_mgmt plugin specify that six tables have no parent, but two of the tables actually do. When new task extensions are created TPH, the directives are ignored. But when a task is so large that new tables are TPC, the bond between the table and its parent is broken by loading the sys_db_object record update.
  1. Open the Test Case form. If it contains a Short Description field, you are not experiencing this problem.
  2. Open the Tables module and search for name =tm_test_case_instance.If it extends Planned Task, you are not experiencing this problem.
Project Portfolio Management


Timeline Visualization Error messages not conveying the correct meaning to users in Timeline Visualization If the timeline visualization cannot render data, it always displays the same message on the page: "TIMELINE VISUALIZATION NOT READY TO VIEW. To view the Timeline Visualization, verify the configuration settings".
This message is vague and does not give the user an idea of what the exact reason of failure is. Failure to load visualization can happen due to:
  1. No data in table
  2. ACLs on base table not proper
  3. ACLs on timeline table not proper
  4. Data gets hidden due to lane condition
  5. URL is incorrect



Sharing a report allows shared users to update the report sharing and set 'visible to me', thus removing access for report owner When sharing a report in Fuji with a user group, users from the group can update the report. If one such update changes the sharing preferences of the report, and a shared user sets it to 'visible to me', then the report will no longer be accessible to the creator or anyone else from the group. The shared user who made the update, will also not see the report in My reports or Group tabs, but will have access to open the report from its URL.


List PDF export details do not include all related list records The first record of the PDF details pulls in the related list 'Affected CIs', but the others are ignored. The records do have related affected CIs.
  1. Add the glide.export.pdf.list.related_list property and set it to true.
  2. Create a database view on change_request (e.g. my_change_request).
  3. Create Relationship from System Definition/Relationships (e.g. Affected CIs).
    • Applies to table: your new database view, my_change_request
    • Queries from table: task_ci
    • Query with: current.addQuery('task', parent.sys_id);
  4. Configure some records from task_ci to be related to records of change_request.
  5. Open my_change_request.list.
  6. Configure the my_change_request form layout to show some of the fields inherited from change_request.
  7. Configure related lists on that form to include Affected CIs.
  8. Open my_change_request.list, or create a report against it.
  9. Navigate to List > Export > PDF > Detailed.
Note only the first record displays the related record. The second record will not.


Drill down to list/other reports stopped working on Pareto type charts
  1. Create a Pareto report on any table which has data.
  2. Click the report to drill down to lists of records.
Note you are not able to drill down.


In Canvas, cannot add report to dashboard
  1. Open an existing report in HI.
  2. Click the small dropdown and select Add to dashboard.
  3. Click the dashboard tab.
It does not bring up a list of dashboards.


Stacked by bar charts always show 0% as the percent of the chart If a user creates a stacked bar chart, it always shows 0% in the tooltip as the total value for the slice of the bar.
  1. Create a bar chart on incident
  2. Group by assigned to.
  3. Stack the bar chart on assignment group.
  4. Click Run.
Hover over a datapoint and see that the percent shows as 0%.
Resource Management


Resource Management Uncaught TypeError: Cannot read property 'minValue' of null, coming from resourceheatmap.js when clicking 'monthly' on reports from resource management While attempting to view Resource > Reports, if a user clicks on the 'monthly' button, a loading page displays and never completes unless the page is refreshed. The following error can be seen in the JavaScript console of the browser when this occurs: "Uncaught TypeError: Cannot read property 'minValue' of null". In a Geneva instance with the Resource Management plugin installed:
  1. Click the monthly button for all of the reports under the Resource Management application.
  2. The form displays a loading page, which does not change.
Expected behavior: Error is returned, asking user to enter more info or data is returned.

Actual behavior: Loading page displays and never returns.




SDLC - Scrum Process Pack A JavaScript error occurs on the Planning Board module when High Security is not enabled A client-side JavaScript error occurs on the Planning Board when a release contains quotation marks. The error (Uncaught SyntaxError: Unexpected identifier) prevents the planning form from displaying, and users see a blank white page.

The error occurs because the double quotes are not escaped. Since the setPlanningBoardData() function wraps quotes around its contents, whatever is inside is being seen as a variable that has not been defined. This only affects instances not running the High Security plugin, or instances that have glide.ui.escape_text disabled.

  1. Log into any instance that does not have the High Security plugin installed. You can do so by disabling the glide.ui.escape_text property, as this is enabled as a part of High Security.
  2. Go to System Definition > Plugins.
  3. Enable the SDLC - Scrum Process Pack plugin.
  4. Go to SDLC (Scrum Process) > Open Releases.
  5. Click New.
  6. In the Short Description, enter First "release" test.
  7. Click Update.
  8. Go to SDLC (Scrum Process) > Planning Board.
Note that a blank page displays, and a client side JavaScript error appears in the JavaScript console.


OOB 'New' UI action on Teams (scrum_pp_team) table causes errors and does not work from Normal list view On a Fuji instance:
  1. Install the SDLC - Scrum Process Pack plugin.
  2. On scrum_pp_team, check the New UI action. The condition will be:
    current.canCreate() &&
    !RP.getListControl().isOmitNewButton() && RP.isRelatedList()
    && !RP.isManyToMany() && !RP.isPopup()
  3. Install the SDLC Scrum PPM Integration.
  4. On scrum_pp_team, check the New UI action. The condition will change to:
    current.canCreate() && !RP.getListControl().isOmitNewButton()
    && !RP.isManyToMany() && !RP.isPopup()
    && RP.getViewManager().getViewName() != 'sys_ref_list'
  5. Navigate to Project > Agile > Teams.
  6. Click New. The list refreshes.
Warning logs show:
org.mozilla.javascript.EcmaError: "RP" is not defined. Caused by error
in <refname> at line 13
Server Side Scripting


Lists v2 UI action on related list unable to access parent record The 'Edit' UI action was overridden from a m2m table in the scope B. In scope B, a form on a table contains the related list associated to that m2m relation. The new UI action in the related list is using 'parent.state', where parent is referring the form record. This last one contains a field 'state'. When you load the form, you have the following error:
2015-10-22 14:32:09 (256) Default-thread-1
  F9356201C3130200D23CDB1122D3AE68 *** Start #118, path:
  /, user: admin 2015-10-22 14:32:09 (994)
  Default-thread-1 F9356201C3130200D23CDB1122D3AE68 [0:00:00.724] getRealForm
2015-10-22 14:32:10 (110) Default-thread-1 F9356201C3130200D23CDB1122D3AE68 WARNING
  *** WARNING *** Evaluator: org.mozilla.javascript.EcmaError: "parent" is not
  defined. Caused by error in UI Action: 'Edit...' at line 1
Service Catalog


Service Catalog Plugin Continuous upgrade: Fuji to Geneva upgrade causing discrepancies in Service Catalog features
  1. Log into a Fuji instance.
  2. Upgrade to Geneva.
  3. Try to access the Service Catalog features.
The following discrepancies are observed in Service Catalog pages:
  • Trying to order an item by clicking Try It leads to missing Order Now / Add To Cart buttons.
  • Accessing the Service Catalog page to order some items is not possible.
  • On the Service Catalog page, the shopping cart title is shown twice.
  • Available wizards and order guides show a blank page.
  • Record producers are missing the Submit button.
  • When you try any item which contains a lookup list field and if you click the magnifier icon, it opens a list. But when you select any item from the pop-up list, the pop-up is not getting closed (even after selection).
  • Any record producer with lookup list fields is not allowing the page to display the pop-up with list.
  • In a Catalog Item's "Try It" page, clicking More Information is not displaying the relevant text, or the button is unresponsive.
  • You cannot add any new categories to the Service Catalog using the renderer because the buttons are not displayed.
  • Variable Pricing through variables are not working.
Service Catalog



The TinyMCE HTML editor does not load correctly when configured as a variable for a catalog item In the Geneva release, the TinyMCE HTML editor does not load correctly when configured as a variable for a catalog item. There are significant differences between the options available in the header for the editor (for example, the Formats drop-down menu is empty).
  1. Log into an instance with the base system Geneva release installed.
  2. Configure an HTMLvariable for a catalog item.
  3. Configure an HTMLfield on the incident form.
Note the difference between the two editors.
Service Mapping


When creating a subpath for network or storage, the current code uses an API that generates a new GUID every time, leading to churn in the Blob store
Service Mapping


Deadlock in MID Server Sometimes deadlock occurs when Discovery is in process (pattern executed), and a user edits and saves some pattern or preforms other action that requires file synchronization with the MID Server. This causes restart of MID Server after some timeout, when the MID Server does not work.
Service Mapping


Service Mapping does not locate host via VIP When discovering an endpoint of a VIP, Service Mapping's query that tries to resolve the VIP's IP address in the list of available IPs does not find a match, since one of the query's criteria is set to NULL on the VIP's CMDB record, and does not come up in the query.
  1. Run HD on an F5 LB.
  2. Run Service Mapping Discovery on one of the F5's VIPs.
Service Mapping will fail with an error that it cannot find the host.
Service Mapping


Identity Matching engine turns on verbose logging by default and cannot be turned off A user turned sa.identification_engine.verbose to 'true', which in turns opens up heavy logging in the identification engine. configGlobal sets an in-memory override, but nowhere in the Discovery code is there a code path that removes the settings.
Service Mapping


Service Mapping logging DEBUG messages when MID Server debug is disabled
Software Asset Management


Software Asset Management Core SAMCounter job executing query with large IN clause
Software Asset Management


SAMCounter upgrade/downgrade not working correctly



Assessment Upgrade overwrites customized demo Survey Questions (asmt_metric) Upgrading an instance overwrites any customizations of demo Survey Questions. Upgrade history logs do not show that the questions have been updated and changes cannot be reverted. All of the demo data is restored.
  1. Enable the Survey Management plugin and load demo data.
  2. Customize the Survey Questions for the Service Desk Satisfaction Survey. For example:
    • Change type of a question
    • Change wording of a question
    • Change choice options of a question
    • Change order of a question
  3. Upgrade the instance. Note that the demo data appears to have been restored.
  4. Check Upgrade history.
There is no indication that any records in asmt_metric changed.
Update Sets


System Applications Core 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.
User Interface (UI)


NG shared components
displays when email sent off of a record
  1. Set glide.ui.escape_text to false.
  2. Create a new incident.
  3. Send an email off of an incident.
You will see
in front of all characters. If you turn glide.ui.escape_text on, it will break other areas of the instance.
User Interface (UI)


NG shared components 'Data Policy Exception: Short description is mandatory' error message is not displayed when Mandatory Data Policy is violated on guided board In a Geneva instance as admin:
  1. Create a new data policy (short description mandatory).
  2. Select a table (e.g. incident).
  3. Create Data policy rule under that data policy (short description mandatory).
  4. Under Data policy action:
    • Table: task
    • Field: short description
    • Mandatory: true
    • Read-only: leave alone
  5. Save.
  6. Delete a record which does violate the data policy rule created above to clear the 'short description'.
There is no error message saying 'Data Policy Exception: Short description is mandatory' in Geneva. An error message appears in Fuji.
User Interface (UI)


When Personalizing Knowledge Article Form, unselecting (or hiding) the fields changes them to read-only In a Knowledge article form, when Personalizing the form and hiding a field (by unselecting it from the drop drown menu that appears after clicking the gear icon), saving or updating the form causes the field to become read-only. Then, when going into the Knowledge Article form again and trying to edit it, the user is not able to select the field and add it back to the form. In a Geneva Patch 4 instance:
  1. Go into any Knowledge article form.
  2. Select the gear icon, and in the Personalize form dropdown menu, unselect any field.
  3. Save or Update the form.
  4. Go into the same Knowledge article form and select the gear icon again.
Notice that if you try to select the field that you just unselected, you will not be able to do so, as it is now read-only.
User Interface (UI)


Lists v2 Selecting multiple records on a list view updates unselected rows as well (List v2 only) When multiple records are selected from the same column on a list view, not all selected records are updated, and other random records are updated. For example, selecting 4 records via the 'Category' field on the task table and then editing via list view also updates other records that were not selected to begin with. This only seems to occur when the system property 'glide.ui.list.detail_row' is set to true, and when you are editing a table (via list view) that is unaffected by that property. This seems to be somewhat related to previously fixed PRB634893 and PRB647724, but the opposite in that the tables affected here are the ones which are not influenced by this property.
  1. Navigate to sys_properties.list.
  2. Create the property glide.ui.list.detail_row and set it to true. By default, it applies the detail_row to short_description on the task table and related tables.
  3. Choose a different table that is not affected. (NOTE: Make sure this is NOT configured as a Detail Row. This issue as reported only happens if Detail Rows are not configured on the table you are editing.)
  4. Select multiple records from the list column (the list column must be editable).
Notice that not all records selected are changed, and for every one that did not update, another unselected record seems to update instead.

There is also another related issue here where selecting an EVEN amount of records shows that an ODD number of records (usually X+1) will be updated. For example, selecting 4 records prompts the user that '5 rows will be updated.' However, selecting 5 records prompts correctly for '5 rows will be updated.' This also only occurs on tables unaffected by glide.ui.list.detail_row being set to true.

Visual Task Boards


Visual Task Boards Visual Task Board not respecting date/time list view filter When creating a Visual Task Board from a list view that is filtered using a date/time condition, the new task board will not respect the condition and will pull all records from the table.
  1. Create a list view of incident using filter "Created | after | 2016-01-01 00:00:00" by selecting January 1st from the calendar widget.
  2. Right-click the header and select Show Visual Task Board.
Note that VTB will display all records from the incident table, ignoring the filter. Selecting a filter condition that only requires a date and not a date/time value does work.
Visual Task Boards


Visual Task Boards Delay in loading cards in Visual Task Board in Geneva when concourse is turned off When concourse is disabled in Geneva, a long delay is noticed when attempting to open VTB cards. The delay can be between 30-50 seconds before the form is rendered in the modal popup. If you have a separate tab open and navigate to the tab, then back to the VTB, the card will render.
  1. Disable concourse by using ?sysparm_userpref_use.concourse=false.
  2. Open any taskboard on an incident.
  3. Click the incident number to pop open the dialog.
Expected behavior: Form is rendered as soon as server responds with request.

Actual behavior: Popup shows "Loading.." for a longer than total Response time.

Other Geneva Patch 6 information

Fixes included with Geneva Patch 6

* 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.