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Geneva Patch 7 Hot Fix 2

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Geneva Patch 7 Hot Fix 2

The Geneva Patch 7 Hot Fix 2 release provides fixes for the Geneva release.

For the Geneva Patch 7 Hot Fix 2 release:
Build date: 06-30-2016_1304
Build tag: glide-geneva-08-25-2015__patch7-hotfix2-06-25-2016

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.

Fixed problems in Geneva Patch 7 Hot Fix 2

Problem Affected Plugins Short description Description Steps to reproduce


Connect Support - Chat Queue Entry: Unexpected results for aggregate data (wait time and action) make reporting and tracking difficult/impossible Chat queue entry data is generated in a way that seems strange to administrators and makes reporting difficult. Specifically, the wait time appears to be updated to match the total duration when the session is closed, and the action is set to abandoned when complete. However, this does not align with customer expectations. Additionally, in Helsinki, it does not appear that there is a way for a user to end a chat - that responsibility appears to be available only to the Support Agent.
  1. Activate the Chat plugin.
  2. Activate the Connect Support plugin.
  3. Open two distinct browser sessions, one impersonating Joe Employee, the other impersonating Fred Luddy.
  4. As Joe, navigate to this URL and start a chat: $
  5. As Fred, accept the chat, then:
    • Bring up the chat queue for Service Desk chat.
    • Find the Chat Queue Entry for the chat you just created in the related list.
    • Note the wait time and action. The wait time should reflect the amount of time that the user waited for the chat to be accepted, and the action should reflect 'accepted'. These values make sense.
    • Send a few replies to the chat.
  6. As Joe, send a few replies to the chat, then:
    • Realize that you no longer need assistance and attempt to close the chat. You cannot.
    • Send a message to Fred indicating that you are good to go.
  7. As Fred, end the chat, then:
    • Navigate back to the chat queue entry for the chat.
    • Note that the wait time matches the duration and that its status is 'abandoned'.

Summary of issues

  • The wait time should not change, but it seems to reflect the total duration of the chat instead of only the wait time.
  • The action shows as 'abandoned', which seems a bit strange since no one actually abandoned the chat. The customer expectation is that 'abandoned' should only be set when the user leaves a chat before it was accepted, and there should be other actions to indicate that the issue was solved in the chat or that the chat was transferred to an incident.
  • The action shows as abandoned even if you create an incident from the chat.


Connect Requests to /api/now/collaborators/all are slow for large conversation lists Users who are members of many conversations (100+) can experience slow load times in Connect. In particular, requests to collaborators/all can take multiple seconds to resolve.
  1. Include a user in 100 groups that each have 10 members.
  2. Make a request to /api/now/collaborators/all.
Notice that the response can take several seconds to complete.


File Probe Template may still execute even if a matching local file based probe does not exist File probe templates limit what probe a MID Server may execute to probes that only exist on a file system. Starting with Geneva, even though there is an error that indicates a template does not exist, the probe is still executed. An input ecc_queue record is returned that contains both an error and the results of the probe. In a Geneva instance:
  1. Create a new Linux MID Server (or link an existing one).
  2. On the MID Server host, create some file location to use where you would store these File Probe Templates (e.g. /tmp/probes).
  3. In the config.xml file on this MID Server, add these following parameters:
    <parameter name="file_probe_template_dir" value="/tmp/probes"/> 
    <parameter name="file_probe_template_debug" value="true"/>
    ("file_probe_template_dir" is the location you created from step 2 above and "file_probe_template_debug" is optional, but available to use)
    Note: Do not add "file_probe_template_capture", as this will allow you to create new records here, which is not what we want at this time.
  4. In your instance, open the ecc_queue list view and create a new record here with these values:
    • Agent: mid.server.[MID Server name]
    • Topic: Command (or SSHCommand)
    • Name: ls -l
    • Source: [Can leave empty or put the localhost IP of the MID Server]
    • Queue: output
    • State: ready
As this command runs and you get the input back, you may get the following error:
Probe not executed. file probe template not found: Command.ls__l
However, if this probe ran, you will get results resembling the following:
drwxr-xr-x. 3 4096 Apr 26 22:43 bin 
drwxr-xr-x. 2 4096 Apr 27 09:54 conf 
-rw-rw-rw-. 1 6121 Apr 27 10:16 config.xml 
drwxr-xr-x. 2 4096 Apr 23 22:34 etc 
User Interface (UI)



UI16 Duplication of banner image sys_attachment records after Geneva/Helsinki upgrade causes slow response times Slow response times have been seen after upgrading to Geneva and some builds of Helsinki when logging in and navigating in the instance. Login is taking 1+ minute in some cases. This issue is due to duplicate records inserted during the upgrade from a fix script that cause the sys_attachment table to become very large. A frequent encoded query against sys_attachment triggers delays in the instance. Refer to the listed Known Error KB article for details.
User Interface (UI)



Clicking the Calendar button next to a date field for a Catalog item causes the Calendar widget to appear at the top of the page rather than near the field When you open a Date Field variable on a Catalog item, the Calendar widget appears at the top of the page rather than near the field. Refer to the listed Known Error KB article for details.

Fixes included with Geneva Patch 7

* 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.