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Helsinki Fixes

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Helsinki Fixes

The Helsinki release contains fixes to these problems.

This topic lists security-related and notable fixes. For a complete list of fixes (PDF), see Fixed problems in the Helsinki release (KB0565309).
For the Helsinki release:
Build date: 04-21-2016_1541
Build tag: glide-helsinki-03-16-2016__patch0-04-09-2016

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

For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable, sortable version of Helsinki fixed problems, see KB0598266.

Note: This version is approved for FedRAMP.

Security-related Fixes

Helsinki includes fixes for security-related problems that affected certain applications and the ServiceNow platform. We recommend that customers upgrade to this release for the most secure and up-to-date ServiceNow features. For more details on security problems fixed in Helsinki, refer to KB0564627.

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



Hierarchy editor defect may cause column data loss on upgrade to Geneva ServiceNow engineers have identified a defect that affects customers upgrading from earlier family releases to a Geneva release. The defect will cause data loss on certain CMDB tables and is considered a severe impact problem. Refer to the listed Known Error KB article for details.



Reparenting from [cmdb_ci] to [cmdb] is causing a long upgrade completion time with the potential for data loss during the upgrade ServiceNow engineers have determined that one of the maintenance activities executing during the upgrade, reparenting cmdb_ci to cmdb, is causing significant delays leading to extended upgrade durations. In limited situations, it is also possible to lose changes made to records on these tables while the upgrade is running.

Instances with more than 2 million records in the CMDB tables have experienced extended upgrade durations of at least 30 minutes.

During the table maintenance, new changes made to records in the affected tables may not be preserved. Because of the sensitivity to timing, we cannot reliably predict when the issue may occur. Since the change to the CMDB record is lost when the upgrade completes, we consider this defect to have a high impact.
Refer to the listed Known Error KB article for details.



hr_case data lost during reparenting to sm_order ServiceNow engineers have identified a potential data loss that involves the hr_case and hr_task tables during the upgrade to Fuji or later from a prior family release version. In situations where the hr_task or hr_case table is created as Table per Class prior to the upgrade and when the table is altered during the upgrade, a table conversion takes place that results in data loss. Refer to the listed Known Error KB article for details.



Human Resources Application: Core, Service Management Core In Geneva, hr_change table does not reparent properly to hr_case table According to the Geneva release notes: "In addition, the [hr_change] table is merged with the [hr_case] during the upgrade. All HR cases and changes are placed in the [hr_case] table and the [hr_change] table is removed. Any customizations you made to either table are applied to the [hr_case] table."

A user who upgraded from Fuji Patch 10 to Geneva Patch 4 had custom columns in their hr_change table that were deleted along with the corresponding data. This is caused by a defect in the upgrade script that fails to apply customizations that existed before the upgrade.

Refer to the listed Known Error KB article for details.
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.
Domain Support



Database views are not honoring domain separation when domain paths is enabled ServiceNow has recently discovered a vulnerability that affects customer instances with Domain Separation configured to use Domain Paths as the query method. When the domain plugin is enabled and the domain_paths query method is used, the database views are not honoring domain separation. Refer to the listed Known Error KB article for details.
Platform Performance



The PDF font library does not close file handles, which can lead to a node outage Refer to the listed Known Error KB article for details.


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.



Angular AMB Services, NG shared components User presence causes performance degradation when Connect, UI16, Mobile Support, or VTB is installed due to transactions related to the Presence feature ServiceNow has found an issue impacting instances configured with the Geneva release family and with the Presence feature enabled. Please note that this feature is enabled by default with UI16 in Geneva.

Presence generates a high volume of requests per user. The individual presence requests are generally fast, but they are susceptible to slowness when an instance is under heavy load. A high volume of slow Presence requests will clog the default semaphore queue. In the UI, this will manifest itself as missing components (for example, the navigator does not load, or a blank page is shown).

On the stats page, this will manifest itself as a default semaphore pool with a queue depth at or near 150. A large percentage of the active requests will probably be Presence transactions. Requests will return 429 errors (Too Many Requests) if they encounter a filled semaphore queue. This can lead to delays and significant performance issues for users on the instance.
Refer to the listed Known Error KB article for details.
Update Sets



Update set updates system properties instance_id/instance_name and causes outage A recurring activity can lead to the unintentional change of the instance_id or instance_name property. After the value in this property is changed, the instance may go offline or fail to function correctly. Refer to the listed Known Error KB article for details.
Update Sets


Missing sys_update_version records can cause an update set back out to drop tables If the bootstrap sys_update_version for a table is lost, an update set back out for a modification to that table will result in the table being dropped. This is due to a complete overhaul of the way update set back out is performed in Fuji.
  1. Create a new update set and mark it as your current set.
  2. Open the tables module, search for sys_user, and open the form.
  3. Under application access, check Delete and click Update.
  4. Complete the update set.
  5. Navigate to sys_update_version.list
  6. Find the "previous" version of the sys_db_object you just modified, and get the sys_id of the sys_update_version record.
  7. Embed the sys_id in this script and run it from Scripts - Background var gr = new GlideRecord('sys_update_version'); gr.get('SYS_ID'); gr.deleteRecord();
  8. Execute the script.
  9. Back out the update set.
Instead of having the sys_user table lose its 'delete' application access, the sys_user table and its metadata for most of its columns is dropped. Note: Steps 5-8 can be replaced with a number of different scenarios, including cloning with an exclude on the sys_update_version table.
Platform Security



Unprocessed security log events build up and are assigned to a 'null' queue ServiceNow has identified a defect in a feature backported to Eureka Patch 11 from Fuji. Events originating from the SAML SSO plugin are assigned to a queue named 'null.' These events are not processed, resulting in an increase in the event queue backlog and a potential disruption of the event queue system. Refer to the listed Known Error KB article for details.
Upgrade Engine Issues



Upgrade can erroneously change extension model ServiceNow engineers have identified a defect affecting a limited number of customers with large task tables and either Demand Planning or Project Management installed. Once upgraded to Geneva, certain tables within Demand Planning and Project Management become unavailable. Refer to the listed Known Error KB article for details.
Import / Export


Import/export sets overutilizes instance resources and causes instance degradation or outage Oversized or simultaneous Import/Export Sets over-utilizes instance resources and causes instance degradation or outage All of the following conditions must be true for this issue to be reproduced:
  • The incident was caused by the running of over-sized or numerous simultaneous import/export sets
  • The import/export set affected the instance by over-utilizing instance resources
  • The user configured the import/update set
  • The cause has nothing to do with a possible defect with the import/export platform functionality


Activity of type Workflow produces 2 child workflows, preventing database updates and causing instance outages during reprovisioning The reprovisioning activity triggers Workflow, which produces 2 child workflows instead of one. This causes database or instance information to not be updated (i.e. 'passwords'), which prevents functionality such as email or even an instance outage.


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).
User Interface (UI)


ImpersonateEvaluator script include causes undefined behavior The script include ImpersonateEvaluator was added to a recent Geneva build to support a HI requirement for impersonation of USG users. There is a bug where inbound email actions cause a random SNC employee's name to be posted to work notes/comments when the email is sent by a USG user. This happens when the Script Include returns false for the canImpersonate() function.
  1. Create an INT for a USG Company.
  2. Post a comment to the INT so that an email is sent to the USG Caller.
  3. Reply to the email so that the comment is posted to the INT as the USG Caller.
Notice that the activity lists a SNC Employee instead of the USG Caller.
Service Catalog



Two threads attempting to use the same HashMap in Service Catalog, which causes semaphores to hang An issue is triggering semaphore exhaustion. When two threads on the same application server attempt to use CatalogItemCategory.populateCache() at the same time, two semaphores hang. As a result, multiple occurrences of this issue exhaust the available semaphores leading to resource issues that require the node to be restarted. To reproduce the issue, a race condition must be met, which is extremely difficult to trigger on demand. Specifically, two user threads need to access the same Java code at nearly the same instant.



Lists v2 Related list and embedded list personalization not working. Related List layout cached against user role instead of individual user On related lists, if person A personalizes the related list, person B can see the change. However, if person B tries to reset to default, it does not allow this. Forms and related lists are cached per user role. When user A personalizes the related list on a form, all other users with user A role can see the personalized form.
  1. Log in to a base system where this issue is occurring.
  2. Add the same set of roles to two different users.
  3. Using related list mechanic, personalize the list layout (as user A).
  4. As user B, go to the same list, and you will notice the list layout personalized by user A.
The Reset to Column Defaults will only show up when that user has already personalized the list.
Service Catalog



Customers using "Category.getItems" have stuck "/" transactions, causing instance functionality degradations On some Fuji patches, Service Catalog pages cause the semaphores to hang. This is caused by the cache running out of memory because items are being cached multiple times, whether or not they were already there. Fuji Patch 3 up to Fuji Patch 8 instances may be affected. This issue can occur with just two users and a single item if both try to access the functionality at the exact same time. The majority of customers on the affected versions do not experience this issue as the issue is of concurrency where both the access must happen at exactly same time. There are no clear steps to reproduce. This issue is more dependent on running out of memory than any particular process.
Service Catalog



Service Catalog Plugin Variables are not aligned on sc_req_item page if using variable set Fields in variable set 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


TinyMCE HTML Field Editor Geneva: TinyMCE image attachment option does not work on knowledge articles using IE11 It is not possible to add an image via attachment on a kb_knowledge record using TinyMCE.
  1. Using IE11, navigate to a Knowledge article.
  2. Click Add image.
  3. Select Type: Attachment.
  4. Upload an image.
  5. Click OK.
Nothing happens, console error is thrown.
Platform Security



After cloning from an instance without MultiSSO to an instance with MultiSSO enabled, GlideRecord.addActiveQuery fails, preventing login access A cloning issue affects instances where a source instance with MultiSSO disabled is cloned to a target instance with MultiSSO enabled. After the clone completes, the target instance experiences a NullPointerException that causes an outage.
  1. Activate MultiSSO on an instance that will be the target of a clone. The property glide.authenticate.multisso.enabled is set to true.
  2. Ensure that MultiSSO is not active on the source instance. The same MultiSSO property must be set to false, or, if you did not enable the MultiSSO plugin, the property does not exist in the Properties [sys_properties] table to begin with.
  3. Clone the source to the target.
  4. View the errors that occur in the system logs. For example:
    ERROR *** java.lang.NullPointerException java.lang.NullPointerException
    at com.glide.script.GlideRecord.addQuery(
    at com.glide.script.GlideRecord.addActiveQuery(
    at com.glide.integration.sso.saml.SAMLAuthenticationUtil.getDefaultMigratedSSO(
    at com.glide.ui.GlideServletUITransaction.useExternalAuth(
    at com.glide.ui.GlideServletUITransaction.getLoginAction(
    at com.glide.processors.Processor.runProcessor(
    at com.glide.processors.Processor.processTransaction(
    at com.glide.processors.ProcessorRegistry.process(
    at com.glide.ui.GlideServletTransaction.process(
    at com.glide.ui.GlideServlet$
    at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(
    at java.util.concurrent.ThreadPoolExecutor$
Service Catalog



Service Catalog Plugin Alignment of Variable Question text/label moved to left of input box versus above the input box The alignment of Variable Question text/label was moved to the left of the input box, as opposed to being above the input box. This makes multi-lined questions difficult to read. The following steps use demo data.
  1. Open Service Catalog.
  2. Select Hardware.
  3. Select Sales Laptop.
Note that the question Additional software requirements is to the left of the input box. In Fuji and previous versions, it is above the input box.
Service Catalog



Service Catalog Plugin More information tag on Service Catalog Variables turns HTML into escaped text (expected behavior, although not in the past) When attempting to use HTML in a help_text field on a service catalog variable, the content renders as escaped text. The HTML tags in variables 'help text' are only interpreted when the system property named glide.ui.escape_text is set to false.
  1. In the self-service portal, open the Something Broken record producer.
  2. Right-click the Open on behalf of this user field label and select Configure variable.
  3. Insert HTML into the Help text field (for example: <span style="color: red;">TEST</span>).
  4. Go back to the Something Broken item in the self-service portal.
  5. Open the help text for the Open on behalf of this user field.
Note that the content does not render as HTML.
Service Catalog



HTML tags display in read-only multi-line text variable HTML code is displayed in read-only, multi-line text variable.
  1. Create a new Catalog Item or modify an existing one (for example, Apple iPad 3).
  2. In that item, create a new variable with the following parameters:
    • Name: test_text_variable
    • Question: Test Text Variable
    • Type: Multi Line Text
  3. Add admin as a write role. If the Write role field is not on the form, configure the form and add the field (Configure > Form Layout).
  4. Add a default value (with more than one line):
    • testing variable
    • new line
    • another line
  5. Click Try It to view the item in the Service Catalog.
  6. Click Order Now.
  7. In the Order Summary, click the Request Number (for example, REQ0010003) to view the request.
  8. In the Requested Items related list, make a note of the RITM (for example, RITM0010003).
  9. Go into the RITM and make a note of the value of the Test Text Variable, such as:
    • testing variable
    • new line
    • another line
  10. Impersonate the ITIL user and open the RITM (global text search should take you directly to the RITM).
  11. Make note of the value of the Test Text Variable, for example:
    • testing variable
    • < br >new line
    • < br >another line (Breaking up the br to see the tags here.)
Service Catalog


UI Policy does not work correctly (i.e. not making label and grouped variables visible when reverse is true) when label and checkboxes are all included in UI Policy UI Policy does not work correctly (i.e. not making label and grouped variables visible when reverse is true) when label and checkboxes are all included in UI Policy. This occurred after an upgrade to Geneva Patch 3.
  1. Create a new Catalog Item.
  2. Create a Variable Set off that catalog item.
  3. Create a label and 3 check box variables underneath the label.
  4. Create another label under the 3 check boxes, and create 3 additional check box variables under the second label.
  5. Click Try It. Note that you see all labels and check boxes.
  6. Create a UI policy based on the choice you make for one of the first check boxes that hides the SECOND label and SECOND set of check boxes. Make sure Reverse is True.
  7. Click Try It. Notice the second group does not exist.
  8. Click the check box to show the second set and notice that nothing happens.



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


TinyMCE HTML Field Editor Table name and Table sys ID in sys_attachment are empty when attaching via TinyMCE editor Table name and Table sys ID in sys_attachment are empty when attaching via TinyMCE editor, for example from task record email client.
  1. In the System Navigator, navigate to Knowledge > Create New.
  2. Populate any required fields:
    • Knowledge base: Knowledge
    • Short description: KB test attachment
  3. In the Text field, select the Insert/edit image button.
  4. Select Attachment for the Type in the Insert/Modify Image pop-up.
  5. Choose an image and click Attach. Then, click OK. The image is displayed in the TinyMCE editor and appears in the Manage Attachments section.
  6. Save changes to the kb_knowledge record. The attachment is no longer displayed in the Manage Attachments section.
  7. Retrieve the corresponding sys_attachment record.
Note that the Table name and Table sys_id are not populated.



Hints (tooltip) for choice list values appear behind the values The hints for choice list values appear behind the values themselves. This issue occurs on Firefox and Internet Explorer. Chrome does not display any tooltip or hint on choice list.
  1. Navigate to the Choice Lists module.
  2. Identify a choice list element, such as priority field on task table.
  3. Populate the Hint field with some values for all choice list values. Add a good amount of text so you get a good size for the tooltip.
  4. Navigate to any form that uses this choice list field, such as the priority field in change request).
  5. Click on the field to see the choice list values and point to each of them.
Note that the tooltip is behind the choice list menu.



Graphical Workflow Support The glide.workflow.script.strict property may be set to true after an upgrade unless it was explicitly set by the customer By default, the 'glide.workflow.script.strict' property is set to false for upgraded instances so that an existing erroneous customer script continues to behave the same way it did before the upgrade. If the property is set to true, errors that were previously being ignored in customer workflows may cause the workflows to fail. This problem only occurs on the second upgrade. On the first upgrade to Fuji Patch 5 or higher, the property is set correctly. ServiceNow engineers were able to reproduce this issue using the following steps:
  1. Upgrade the instance to Fuji Patch 5. During the upgrade, the glide.workflow.script.strict property is created and set to false.
  2. Upgrade the instance to Fuji Patch 6 or Fuji Patch 7. During the upgrade, the glide.workflow.script.strict property is changed to true.
Platform Performance



Transaction cancellation fails intermittently on Oracle when the transaction is running a database query Transaction cancellation fails intermittently on Oracle when the transaction is running a database query. This leads to stuck semaphores with the threads waiting on the database, but the database is not processing the query. Note that not every stuck semaphore is rooted in this problem, but this problem is one way that we arrive at stuck semaphores. This issue is most likely to occur when reference auto-complete transactions get canceled by subsequent auto-complete transactions.



Copy and paste from Word does not insert images into KB When an image is copied and pasted into a KB article, the image will not appear. This issue also extends to any Record Producer with an HTML editor on it.
  1. Launch any instance.
  2. Navigate to Knowledge Base > Edit.
  3. Open an existing knowledge base article from the list.
  4. Copy and paste the content from a Word document with images and text into the article Text field.
The images do not display in the Text field.
User Interface (UI)


Activity Formatter lists Sent Email in wrong order and all emails are grouped in one entry In the Activity formatter, Sent Emails all appear grouped together at the bottom of the Activity Formatter list instead of being listed in the correct chronological order. Even after multiple work notes, the activity formatter still places emails within a separate group in a random order with the rest of the history log entries. This issue has occurred on multiple tables after upgrading to Geneva.
  1. On a table that includes notifications, configure the Activity Formatter to include Sent Emails.
  2. Generate emails/notifications.
Note the locations in the Activity Formatter.


When adding variables to a report, a Syntax Error or Access Rule Violation is detected by database Users receive an error when adding variables to a report - Syntax Error or Access Rule Violation is detected by the database (not unique table/alias: 'task0'). On an OOB instance:
  1. Log into an instance's localhost (with "table per class" on task table setup).
  2. Create a report with the following:
    1. Table: sc_req_item
    2. Type: List
    3. In "Available" section: expand variables and select 'Apple iPhone5' and add all of its variables to 'selected' section
  3. Run the report.
Note the following error: "Syntax Error or Access Rule Violation detected by database (Not unique table/alias: 'task0')"
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:
  Uncaught TypeError: container.getAttribute is not a function
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 on any of the row and column's State.
Note that there are 2 None options in the dropdown.
UI Policy/Client Script



Data Lookup and Record Matching Support Setter Field Definitions show empty choice list for 'Source table' field and 'Matcher table' field Setter Field Definitions show an empty list of source/matcher tables, so one cannot be selected. The dependent fields below fail to pick up the tables list:
  • [dl_definition_rel_set].[matcher_table_field]
  • [dl_definition_rel_set].[source_table_field]
  1. Navigate to System Policy > Data Lookup Definitions.
  2. Drill down to base system Assignment Lookup.
  3. Scroll down to Setter Field Definitions.
  4. Drill down to Assignment Group.
Observe the empty choice lists for Source table field and Matcher table field. Configuring the dictionary for these fields and changing the choice list specification from None to Dropdown or Suggestion shows the assigned table name, but still fails to populate the choice list.
Platform Performance



Product help does not render successfully for non-CSH links in UI 15/16 When accessing the 'Search Product Documentation' option from the Help button in UI 15/16, help links that do not have a context-sensitive target defined, result in a PHP search that returns unusable content. The search string that is created appears as a URL, like the following example:
  1. Log into a Geneva instance.
  2. Verify that the default properties are set for the help. These properties are defined as:
    • help.base.default:
    • help.base.servicenow:
  3. Test the following CSH links. These should work successfully, rendering on
    • Assessments > Assessable Records
    • Assessments > Metric Definition > Types
    • Assessments > Metric Definition > Categories
  4. Test the following non-CSH links. These result in the search query being performed and rendering garbage code:
    • Incident > All
    • Collaborate > Feed Administration > Messages
    • Asset > Portfolios > All Assets
Text Search


Text index events process job found Queued or Running, but it is not actually running in any node


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.
Platform Miscellaneous


Field Label incorrectly pointing to a field label of the same element but different table The Field Label of a field on a table extended from the task table is incorrectly pointing to a field label of the same element but different table also extended from task. See Steps to Reproduce for an example using the state element on problem_task and change_request.
  1. Go to an out-of-box instance.
  2. Navigate to sys_documentation > New.
  3. Create the following record:
    • Table: change_request
    • Label: State
    • Plural: States
    • Element: state
    • Language: en
    • Help:
    • Hint: State of Change Lifecycle
    • URL:
    • URL target:
  4. Create another sys_documentation record:
    • Table: problem_task
    • Label: State
    • Plural: States
    • Element: state
    • Language: en
    • Help: This is a problem task label
    • Hint:
    • URL:
    • URL target:
  5. Go to change_request.form. Note that the tooltip showing the Hint for state, and the link is working properly.
  6. Go to problem_task, create a new record, and look at the form. The state field displays the Hint message and link of the field label that you created for change_request.
  7. Try creating a new field label for problem_task where the Hint and URL is blank. The change_request hint and link still displays for problem_task.state
  8. Delete the label that you created in Step 3. Note that the label is still there for change_request.state and problem_task.state
Service Catalog


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.

Service Catalog



Service Catalog Plugin In Geneva and Fuji, multi-line text field and UI macro variables no longer expand the width of both columns A design change in Fuji and Geneva prevents Multi Line Text text field variables from expanding the width of the form. This change from the behavior in Eureka (see screenshots) 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.
User Interface (UI)


Activity formatter LDAP imports and User Criteria enabled makes secondary nodes unusable If User Criteria is enabled on instances with a very large number of users, this will make the secondary nodes unusable if there are very large imports on the user table (such as daily LDAP imports). On an instance with a very large sys_user and domains:
  1. Enable User Criteria.
  2. Run an LDAP import, or update all users. This will create a huge amount of sys_cache_flush data for criteria_cache and user_criteria_cache.
When this is picked up by the secondary nodes, they will become unavailable and eventually run out of memory.
UI Policy/Client Script



Data Lookup and Record Matching Support Two data lookup definitions on the same source will not work When you create two data lookup definitions and tables with the same source, the lookup will work for only one of the definitions but not for both. Refer to the listed Known Error KB article for details.
System Applications


Unable to download updates when sys_remote_app has a record with an undefined sys_id When the scheduled updater runs for app-client, the response may sometimes be an error message. The message can result in the sys_remote_app table getting an entry with all fields set to 'undefined', which can prevent future updates from downloading until this record is removed.
  1. Run the 'Check Scoped App Updates' scheduled job when the store is very busy.
  2. If the sys_remote_app table ends up with a record with a lot of 'undefined' fields, try to load the $myappsmgmt page.
Notice that it never loads your applications.
Service Catalog



When Compact View is enabled, it pushes the text down in single-line text fields within the Service Catalog When Compact View is enabled, text is pushed down for single-line text fields in the Service Catalog.
  1. Using Internet Explorer, open an instance.
  2. Click the settings gear wheel and toggle the compact mode switch.
  3. Navigate to Service Catalog.
  4. Select any item that has a variable of type Single Line Text or Reference.
  5. Type some text in the input field.
Note that the text is cut in half and the lower portion of letters like g and y is not visible.
Platform Security


Knowledge Management V3 OOB read ACL is failing while on kb_feedback and dot-walking to kb_knowledge fields The mandatory enforcement for the Additional Comment and Work Notes (journal input) fields is not enforced if the field content is cleared. After the form is saved, the value 'undefined' is shown in the Activity formatter.
  1. Go to a Fuji instance where the Knowledge Base is still v2.
  2. Go to kb_knowledge and navigate to an article in the Knowledge KB.
  3. View the article and submit a comment.
  4. Impersonate a user with the Knowledge role (e.g. Charlie Whitherspoon).
  5. Go to kb_feedback.
Note that the Short Description [along with any field dot-walked through the article (kb_knowledge)] will fail read access.


Slow memory leak due to KillSwitch() observer objects being created but not destroyed App nodes experience gradual performance degradation, which may manifest as frequent symptomatic incidents such as 'Scheduler Workers Overloaded' and/or 'Mean Semaphores Exhausted' during periods of high user or job/worker activity. Application node resource profile exhibits a gradual increase in memory usage, without a corresponding increase in the number of transactions and sessions (load) over this time period. There is also a gradual increase (minimum of 100) of KillSwitch() observer objects within app node JVM memory. On a Fuji instance (preferably with no other workflows running on the system):
  1. Create a new workflow on Global.
  2. Delete the transition between Start and End. Ignore the warning about the invalid workflow.
  3. Publish the workflow.
  4. Start the workflow.
  5. Go to the context record and click the Cancel button. The cancel will fail because the invalid workflow causes a NullPointerException. Repeat this several times.
  6. Search in the context log for "killSwitch" count.
Note that the number of observers increases every time you try to cancel.
User Interface (UI)


NG shared components Mandatory comment/work notes fields not enforced if content deleted The mandatory enforcement for the Additional Comment and Work Notes (journal input) fields is not enforced if the field content is cleared. After the form is saved, the value 'undefined' is shown in the Activity formatter.


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



Labels above sets of checkbox variables are no longer automatically hidden when the checkboxes are all hidden Labels above groups of checkbox variables are no longer automatically hidden when the checkboxes are all hidden. There is a clever feature in catalog items to automatically group sets of checkbox variables that appear after a label when rendered in the catalog or variable editor on forms. In Fuji, if all checkboxes in one of these groups are hidden by UI Policies, the label is also hidden automatically. In Geneva, the label remains on screen.
  1. Create a Catalog Item that has these variables:
    • Order 10: a Label variable
    • Order 20: a CheckBox variable
    • Order 30: a CheckBox variable
  2. Create a Catalog UI Policy to set the two checkbox variables as visible=false.
  3. Try the catalog item.
The Label variable is still shown, but it should be hidden.
Service Catalog


Amazon: Even though Amazon resource catalog has VM approved, Cloud User does not see any items in cloud resource catalog in Amazon VM
  1. Enable Amazon and run Discovery.
  2. Create an catalog item for ec2 VM.
  3. Go to Cloud Resource Catalog > Amazon Virtual Machines to order the VM.
Note that nothing shows up in the resource catalog.
User Interface (UI)



Reference popup does not always have the 'X' icon to close the window Holding the shift key when hovering your mouse over a reference icon keeps the popup window open if the mouse is moved. Sometimes, the window will not have the 'X' in the top right to close the window. The issue seems to occur randomly.
  1. In the affected instance, hover mouse over a reference icon until popup window appears.
  2. Hold shift and move the mouse icon to keep the popup window open.
Occasionally, you will see that the popup window does not have the 'X' in the upper right corner to close the window.
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.
  5. Observe that the Text index checkbox is unchecked.
  6. Add any attribute to the record such as 'fakeAttribute=true'.
  7. 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.


In Fuji, creating a report with a special character such as an apostrophe shows unescaped characters on report list Creating a report with a special character such as an apostrophe in Fuji shows unescaped characters on report list. Reports then show incorrect characters in their titles.
  1. Go to Reports > Create new.
  2. Create a report with a title that contains an apostrophe, such as "Amy's report."
  3. Save.
  4. Go to View/run reports.
Note that the title's apostrophe is replaced by the unescaped characters.
Project Management


Forms making calls to the GlideScheduleWithCache object experience latency loading the forms and charts For the application separator module, new copies are created for different modules without any manual action. From the global domain, the user has more than one for an application menu.


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



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)


List Collector does not display properly on catalog items The list collector is misaligned on sc_cat_item.
  1. Go to Catalog > Office > Paper and Supplies.
  2. Right-click the header > Add variable.
  3. Create a list collector.
  4. Open the [sc_cat_item] table, locate your item with the list collector. Click Try It.
  5. Right-click the banner on the catalog item > select Configure Catalog Client Script.
  6. Create an onload client script, making the list collector read-only. For example:
    function onLoad() { //Type appropriate comment here, and begin
                          script below g_form.setReadonly('variables.<yourVariable>,true);}
  7. Open the catalog item.
Notice that the list collector displays incorrectly.
User Interface (UI)


Application menus created for different domains without any action Forms are rendering slowly. This is caused by the delays in calling the GlideScheduleWithCache object, which is consistently performing slower than the legacy GlideSchedule (with no cache) class.
Knowledge Management



Knowledge Management V3 Knowledge is inaccessible during Daylight Savings Time change periods Users are unable to access knowledge articles either from knowledge search or from page from approximately 19:00 - 20:15 PDT. All other applications are accessible.
  1. Install Fuji or Geneva with the date/time set to 03/08/2015 19:40:00 PDT.
  2. Navigate to Knowledge > Homepage. Note that everything works and there are no issues.
  3. In another tab, go to / the following issues:
    • No items are available under category
    • Clicking each base still results in no items available
  4. Search in the page. Note that this works.
  5. Set the server time to 03/08/2015 20:40:00 PDT.
  6. Restart the instance.
  7. Repeat Steps 2-4.
Note that all steps work with no issues.
User Interface (UI)



Show Related (ref_contributions) icon image in custom UI Macro is not rendered in Fuji Show Related (ref_contributions) icon image in custom UI Macro is not rendered in Fuji. Switching between UI15 and back to UI11 shows the icon image difference.
  1. Create a custom UI Macro. For example, make a copy of the Show Related Incidents macro and name it User Show Computers.
  2. Modify the g:reference_contribution statement to:
                        id="${jvar_n}" field="${ref}" onclick="showRelatedList('${ref}');"
                        title="${gs.getMessage('Show related computers')}"
                        image="images/icons/laptop.gifx" />
  3. Update the ref_contributions for the incident.caller_id field and add the UI Macro:
    ref_contributions=<existing contributions>user_show_computers
  4. Switch between UI11 and UI15 to compare. Note that the icon is not shown correctly in UI15.
System Applications



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



Project Management Project lag time is inaccurate if a project with tasks and relations is imported from Microsoft Project 2013 If a project created in Microsoft Project 2013 with multiple tasks and relationships is imported into the Project Management application, an incorrect lag value may be inserted.
  1. Activate Project Management v3.
  2. Import a project with relationships created in Microsoft Project 2013 format.A lag of 95+ days is added to the relationships. This added lag extends the start dates of the tasks.
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.
Service Catalog



Service Catalog Plugin When an out of box Service Catalog item (sc_cat_item) or category (sc_category) form is updated, the updates are not visible on other app nodes without performing a cache flush When users update an out of box Service Catalog item (sc_cat_item) or category (sc_category) form, the updates are visible only on the application node where the user is logged in. They are not visible on other app nodes until the cache is flushed.
  1. Navigate to System Properties > Service Catalog and check Use 'User Criteria' to define access to catalog items and categories, then click Save.
  2. Navigate to Service Catalog > Catalog Definition > User Criteria and click New to create a new record.
    • Name: Only for ACME company
    • Company: ACME in North America
    • Click Submit.
  3. Navigate to Service Catalog > Catalog Definitions > Maintain items and select a Service Catalog item, for example, Apple iPhone 5.
  4. Under Available for, click Edit, select the criteria Only for ACME company that you created, and click Save.
  5. Impersonate a user who does not work for ACME in North America.
  6. Try to order the Service Catalog item.
On the application node where the company was removed, the item will not appear but it will still be visible on other nodes.


Line reports show incorrect results when compared to List report The same report with same filters shows different results.
  1. Create a report on the incident table.
    • Type: line
    • Group by: assigned to
    • Trend by: closed by day
Instead of seeing all the users with closed incidents, you will see X users (lines) on the graph where x is the number of values on the x axis.


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


Configuration Management (CMDB) Issues with discovering IBM Storage Volume Controller Discover a IBM Storage Volume Controller.
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.
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 causes JavaScript errors on catalog client scripts. Refer to the listed Known Error KB article for details.
Web Services



REST API Provider REST API Explorer does not always fully load In the REST API Explorer, users cannot view the path parameter form fields or query parameter fields. This occurs inconsistently in Windows on various versions of Chrome, Internet Explorer, and Firefox.
  1. Install LastPass extension and sign in.
  2. Open the REST API Explorer.
  3. Verify Table API is selected.Note that there is no ability to select the table as the path parameters section is blank or missing. Additionally, no query parameters are listed.
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



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


Reporting on SC variables does not allow inclusion of variables in a variable set Fuji introduced the ability to select Service Catalog variables to be columns on a list report or group by / stack by fields on a chart report for Requested Items [sc_req_item] (as an example). Consideration was not made, however, for the inclusion of variables that are contained within a variable set. Set up item

On an OOB instance with demo data:

  1. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
  2. Open a record to target sc_req_item (e.g. Office Desktop).
  3. Under the Variable Sets related list, click Edit.
  4. Move common_comments over to the right, and Save.
  5. Note that there is one regular variable for the item: 'Special software requirements'.
Create a request (and requested item)
  1. Navigate to Self-Service > Service Catalog.
  2. Click into the Hardware category > select Office Desktop.
  3. Enter text into both input boxes.
  4. Click Order Now.
  5. Note that clicking into the create Request and the related Requested Item record also create both variables: 'Special software requirements' and also 'Notes/Comments', the variable contained within common_comments.
Build a report
  1. Navigate to Reports > View / Run > Create a report.
  2. Select the Table as Requested Item [sc_req_item].
  3. In the built-in Available / Selected columns slushbucket, scroll down to the bottom of Available.
  4. Click once on the Variables [+] option, to highlight it.
  5. Click the [+] button that appears between the buckets.
  6. In the reference lookup popup that comes up, navigate to and select Office Desktop.
  7. Note that only 'Special software requirements' is presented as a selectable variable to use a list report column.
Similarly, variables from variable sets should also be available in Chart Reports group by / stack by fields.



HTML fields in a form are incorrectly rendered when exporting to PDF HTML that is contained within a form will not render when exporting the form in PDF. Export a form that contains a HTML field. Note that instead of getting readable text without formatting and no HTML tags visible, text appears containing raw HTML.


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.
Visual Task Boards


Visual Task Boards [Visual Task Boards] Script Include VTBGetBoardsByUser does not appear to be working as expected When a user clicks a record in the list view and chooses the 'Add to Visual Task Board' UI action, the user is shown a popup of task boards. This list is filtered in part by the VTBGetBoardsByUser script include. This should return the boards that the user is a owner or member of, but it only returns the boards the user owns.
  1. Create a pair of vtb_board records - one where Beth Anglin is the owner, and another where Beth is a member.
  2. Impersonate Beth Anglin.
  3. Navigate to Self-Service > My Task Boards.
  4. Note that Beth can see and make changes to both of these boards.
  5. Open an incident list.
  6. Right-click an incident and select the Add to Visual Task Board UI action.
In the pop-up list, note that the only the board owned by Beth is displayed.
Memory: Heap Space


RoleLists memory consumption is excessive M2M list of RoleLists: Instead of reproducing role lists on a per user basis when presumably there is a lot of repetition from user to user, it would be helpful to store a reference to a role list.
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.


Assessment updates are not captured in update sets Tables related to assessments are not update_synched even though all similar platform tables are update_synched.
  1. Create a new update set and mark it as your current set.
  2. Update any assessments tables or forms.
Notice that no updates are captured within the update set.
Service Catalog


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



Table Cleaner job runs longer than expected and runs periodically for some tables The Table Cleaner job might periodically run much longer than its normal duration. Performance degradation across an instance might occur due to DB connections running for excessive amounts of time. To see slow DB connections, access the System Diagnostics homepage. There is a gauge on that page that shows your current active Database operations.
Error messages may include:
  • SYSTEM Pool: glide: Database connection obtained on retry 15
  • WARNING *** WARNING *** GlideServlet:Waited on HTTP Session synch for: 6202ms


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. Discover a vCenter with 500 ESX servers, 5000 VMs, 3000 FC ports and 8000 FC disks.
Edge Encryption


Encrypted attachments do not download properly In a Geneva instance:
  1. Go to System Definition > Plugins.
  2. Activate the Encryption Support plugin (com.glide.encryption).
  3. Go to System Security > Users and Groups > Encryption Contexts > New.
  4. Give it any Name and click Submit.
  5. Go to User Administration > Roles. Select admin.
  6. Right-click the form header. Choose Configure > Form Layout. Make sure Encryption Context is added to the form. Save.
  7. In the Encryption Context field, choose your newly created Encryption Context. Click Update.
  8. Go to User Administration > Users and select David Loo.
  9. Input any password into the Password field. Click Update.
  10. Log off and log back in as david.loo with the password you set.
  11. Go to the incident table.
  12. Open an existing incident NOT in a closed state.
  13. Click the Attachment icon and check the Encrypt box.
  14. Choose any file and click Attach.
  15. Download the file you just attached and try to open it.
User Interface (UI)


Magellan Navigator When using the navigator with Chrome on the Geneva release, there is a memory leak When using the navigator with Chrome on the Geneva release, there is a memory leak. The browser memory (Chrome) consumption increases until the end user experience is degraded, requiring a browser restart.
  1. Open Chrome.
  2. Navigate to the Chrome task manager More tools > Task manager.
  3. Click various modules and wait for the page to load.
  4. Repeat steps 2 and 3 while monitoring.
Note that the memory usage climbs.
Service Portal


Content Management Adding gauge or report to a CMS page results in 'You are not authorized to view this page' If a user adds a report to the a CMS page, once you load the page, the error message 'You are not authorized to view this page' appears. After a refresh, the message goes away.
  1. Navigate to Content Management > Sites.
  2. Select a Site (e.g. Employee Self-Service).
  3. On the 'Pages' related list, click New to create a new content page.
  4. Populate the Name of the new page (i.e. test_page) and save the record.
  5. Scroll down to Related Links and select Edit Page.
  6. Click the Add content link in the upper left and select any gauge (e.g. Gauges > Incident > All incidents By State).
  7. Test the new page by launching this URL: https://<instance>
  8. At the bottom of the page with the correctly rendered gauge, the message "You are not authorized to view this page" will appear.


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


Strict comparison used in the business rule in the plugin causes unexpected behavior in task records The strict comparison in the Certification Task Values business role within com.snc.certification_v2 has caused issues of task records not closing or behaving as expected.
User Interface (UI)


NG shared components Work notes bar (yellow strip) is not aligned correctly on activity stream with compact mode, causing the comment / work note highlight color to overlap with input text When the setting 'Compacts the user interface' is turned on in UI16 (from under the gear icon - General settings), the yellow stripe/bar appears slightly to the right and comes to the foreground, covering the text typed/being typed under the work notes section. This behavior is noticed in all forms (INT/CHG/PRB/Tasks) When working in 'compact interface', the left bar highlighting color for a new comment or work note goes over the text being typed.
  1. Log into a Geneva instance.
  2. Navigate to Incident.
  3. Open an active incident form.
  4. Switch on the 'Compacts the user interface' setting from the upper-right-hand settings gearwheel.
  5. Input text as work notes.
Observe that the text is overlapped by the yellow/highlight color bar.
User Interface (UI)



Click to print function in printer-friendly version page does not print images The click to print button does not show images and the resulting printed document (paper or PDF) does not have images when the following is true: - The record contains images within HTML fields - You are using the printer-friendly version
  1. Upload an image to the database via System UI > Images.
  2. From the confirmation message, make a note of the image name.
  3. Create a knowledge base article.
  4. Add the image to the text field.
  5. Click Save.
  6. Navigate to kb_knowledge.list.
  7. Filter the list for the newly created knowledge base article.
  8. In the gear wheel in the top right, choose Printer friendly version.
  9. In the resulting page, click the Click to Print button in the top right.
Note that the preview and the printed version do not show the image.
Upgrade Engine Issues


Upgrade History form will not render if glide.ui.escape_text is false Upgrade History form will not render if glide.ui.escape_text is set to 'false'.
  1. Set glide.ui.escape_text to false.
  2. View the Upgrade History form. Note the error.


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


Users are unable to delete Notification Preferences even when the delete ACL allows this When the delete ACL for cmn_notif_message evaluates to true, the users are still unable to delete notifications. Changing the write ACL to evaluate to true allows deletion.
  1. Create Notification Preferences for user Beth Anglin.
  2. Change the delete ACL for cmn_notif_message to evaluate to true.
    • On the notification preferences screen for Beth, the notifications now have a red X on the left rather than a greyed out X. However it still can not be deleted.
    • Note: You can open the individual notification, and delete it using the Delete button.
  3. Change the write ACL for cmn_notif_message to evaluate to true (i.e. remove the conditions and change the script to "true;")
  4. Note that the notifications can now be deleted.
The cmn_notif_message writes and deletes ACLs need to evaluate to true instead of only the delete ACL.
Update Sets



Clicking 'Commit' multiple times causes multiple commit threads, duplicate update sets, and unique key violations during insert While loading large update sets, users can click the Commit button multiple times and produce unique key violation errors.
  1. Open a large update set with many new records.
  2. Click the Commit button multiple times.
Unique key violation commit errors occur. After the commit, you have N update sets (where N is the number of times you clicked Commit).
Service Catalog



Service Catalog Plugin Recursive ChoiceListGenerator calls can exhaust/throttle semaphores, causing a node to become unresponsive A throttling mechanism was added in that uses a semaphore set of two semaphores to throttle generator calls. If a thread recursively calls the ChoiceListGenerator, the semaphore set is depleted after two iterations, and used semaphores are not released. Any other threads now also get stuck trying to acquire a semaphore and the node eventually becomes unresponsive. There are three calls to ChoiceListGenerator.get(, and the third one gets stuck, waiting for a semaphore as the set is set to two by default:
Private static GlideProperty: fThrottleSize = new
                  GlideProperty(GLIDE_CHOICELIST_REFILL_RATE, 2)
Core Platform


Instance unable to complete SOAP requests when using HTTP/1.1 The following error message is returned when attempting to post a significant number of SOAP messages to the instance: '505 HTTP Version Not Supported at /opt/nimsoft/perl/lib/site_perl/5.14.2/ServiceNow/ line 70'.
  1. Create a script to loop through SOAP requests using HTTP/1.1.
  2. Use a looping script to post 1000 getRecords SOAP calls to the instance.
  3. The loop will break at some random number of calls.


Async - Discovery Sensor jobs causing JVM memory exhaustion on the nodes. Shazzam sensor consuming more memory than usual. High memory consumption by the Shazzam sensor in Discovery censors jobs most likely causing the JVM memory issue, which is causing nodes to recycle/restart. Even though Shazzam is working as expected, it is consuming more memory than usual. There are no definitive steps to reproduce the issue; however, the following steps may cause this 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.
System Applications



System property 'sn_appclient.repository_base_url' has the wrong value Instances upgraded to Fuji Patch 7 may encounter a bug that puts an incorrect value in the repository_base_url field for the ServiceNow Store. The system property sn_appclient.repository_base_url has the value http://localhost:8081 instead of the expected value of Instances upgraded to Fuji Patch 7 may encounter a bug that puts an incorrect value in the repository_base_url field for the ServiceNow Store. As a result, an administrator on an instance may be unable to update an existing app or install new apps.
Service Catalog


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


When the CMDB contains large number of CI (millions), the service maps load time is a minute or more When the CMDB has millions of CIs, the load time for Service Maps is more than a minute. This makes Service Mapping unusable. Load any business service map.
Platform Security


NPE during zBoot A zBoot failed on an instance with a NullPointerException in DefaultRoleUtils.
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 BR 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.
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.


Prevent expensive/unnecessary field widening for table_name fields on typically large tables
MID Server


ECC queue unable to resolve a host with SNC SSH probes when the host contains a host name rather than an IP address The source validation logic in SourceAsHostProbe is checking for a valid IPv4 address, whereas the configuration on the other side allows names as well.


SMTask script include doing cache flush and causing performance degradation on Facilities task The cacheFlush() is causing high performance impact. The steps below will require a new instance. The target instance should be a new instance/fresh install.
  1. Log into an application instance on Geneva 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
Event Management


Upgrading instances with a large amounts of events are repeatedly being restarted by the Memory Watcher due to excessive memory usage in the EventsMigration class, preventing a successful upgrade Upgrade-related incidents are caused by instances with a large amounts of events being repeatedly restarted by the Memory Watcher, due to excessive memory usage in the EventsMigration class. This prevents a successful upgrade.
  1. Start an upgrade on an instance with a million or more events.
  2. Observe the memory utilization of the instance during the upgrade.
Note that the memory is over-utilized, causes repeated restarts, and affects the upgrade.


On the notification preferences(notification_preferences) page, schedule reference icon popup closes immediately after opening existing record This issue has occurred since Fuji and Geneva. When you try opening the reference field schedule on an already-existing record in the notification preferences page for a specific user, the pop-up automatically closes. However, if you do the same on a newly created record, the reference window will remain open until the user closes it.

In a Fuji or Geneva instance:

  1. Navigate to a user record and open the record for Fred Luddy.
  2. Click the Notification Preferences related link, which will open the notification_preferences page.
  3. If the record does not already exits here, add it by clicking the + (plus) sign and save. Choose the schedule Monday to Friday.
  4. If the record already exists (or if you just created it), open it and click the reference icon next to Schedule. The schedule will open for moment and close. This does not happen when you try creating a new record - the pop-up remains.
In the network tab, note that the transaction was canceled.

All Other Fixes

Refer to the PDF attached to KB0565309.