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Helsinki Patch 5

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Helsinki Patch 5

The Helsinki Patch 5 release contains fixes to these problems.

For the Helsinki Patch 5 release:
Build date: 09-15-2016_0944
Build tag: glide-helsinki-03-16-2016__patch5-09-08-2016

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 Patch 5 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 Patch 5, refer to KB0597668.

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

Upgrade Engine Issues


In Helsinki instances, the Upgrade Monitor can be stuck in the 'finalizing' state

The Upgrade Monitor hangs because the 'text index events process' job prevents the job from summarizing and finishing the upgrade history to be scheduled. This issue occurs in Helsinki instances.

For example, this issue can be reproduced in freshly zBooted instances that are immediately upgraded. The upgrade takes place before the upgrade history of the previous zBoot is marked as finished. After the upgrade finishes, only the upgrade history record for the zBoot is marked as finished, but the upgrade history record for the upgrade is never marked as finished. This causes the Upgrade Monitor to be stuck in the 'Finalizing' state.

As an admin user, log in to a Helsinki instance that recently upgraded.

Expected result: The upgrade is complete and should go to the admin home page.

Actual result: The finalizing screen is shown as if the upgrade was still running.

Service Portal


Service Portal ignores multiple column variable layouts in catalog

Catalog uses containers to allow users to control the layout of the variables of their catalog items, letting them create variables that appear in multiple columns. Service Portal appears to ignore these containers, causing everything to display in a single column.

The fix for this PRB causes the two-column layout of containers to render first. Afterwards, the two-column layout of nested variable sets is rendered. Note that compared to the platform view of a catalog item, Service Portal does not render nested containers. Only variables and variable sets can be displayed inside a container.

  1. On a catalog item or record producer, add a container_start variable with layout = 2 columns, alternating sides.
  2. Add a few variables in order after the above container.
  3. Add a container end variable at the end.
  4. Open the catalog item or the record producer in the new Helsinki Service Portal.
You will notice that the fields appear in single column and not in 2 columns, as defined in the container.

Software Asset Management


SAM Counter performance issues in cleanupInstalls() Log files show a large amount of time spent in cleanupInstalls.

After the scheduled job for SAM Counter is executed, users can observe performance degradation of the SAM Counter execution. The log files show that a large amount of time is spent in cleanupInstalls:


System Applications


Scoped apps can have a dependency of 'Global', which causes errors that abort app installation If the app dependencies list contains "Global" when the application is Published, then the subsequent install of the app will encounter an error such as the following: "Aborting upgrade of application: <Application Name>, application depends on plugins which are not available on this instance: global"

Tables and Dictionary


Form Designer creates child sys_choice records even if they are not changed

In a Fuji instance:

  1. Open an incident form and right-click > Configure Form Designer.
  2. Move a random field on the form (e.g. move comments above worknotes).
  3. Click Save.
  4. Close the window.
  5. Navigate to sys_update_xml.list.

Note that 6 records created in sys_update_xml for fields that were not changed in the form designer (e.g. sys_choice for urgency,priority and contact_type and impact). Following these same steps on an earlier release only results in one record in sys_update_xml for form layout.

Performance Analytics


Responsive canvas Canvas-based dashboards show up blank After upgrading, creating a Canvas-based dashboard results in a blank page.
  1. Upgrade a Geneva instance to Helsinki.
  2. Make sure the Canvas plugin is active.
  3. Create a new dashboard with a Canvas on it.
  4. Make sure the Template Bar is available in the platform.

The entire Canvas iframe is hidden.




Assessment 'Take Survey' link in notification email for public survey throws unauthorized error If a notification email is sent using Survey trigger conditions, accessing the Take Survey link as a Guest user throws the error "You are not authorized to take this survey" even though the survey is public.

Refer to the listed Known Error KB article for details.

All Other Fixes

Problem Affected Plugins Short description Description Steps to reproduce

Change Management


Change Management - Mass Update CI, Change Request, Best Practice - Bulk CI Changes Proposed changes are saving directly into CMDB instead remaining as a proposed change
  1. Create a change.
  2. Go to the Affected CI's section.
  3. Right-click on the CI > select Proposed Change.
  4. Add the CI relationship.
  5. Save.

The relationship is not saved as a proposed change and is saved directly to the CMDB instead.



Agents should be able to add more technicians to their support conversations This ability exists in legacy chat. In Geneva, agents are able to add more technicians to support conversations from the chat popups in ITIL view.

In a Geneva instance:

  1. In ITIL view, accept a session from a queue.
  2. Open it in a mini window.
  3. Click Add users.
  4. From the dropdown, select a user to add.
  5. Click Enter.

In a Helsinki instance:

  1. In ITIL view, accept a session from a queue.
  2. Open it in a mini window.
  3. Try to add more users as you did in the Geneva instance.

Expected behavior: The agent is able to add more users to a conversation.

Actual behavior: Notice that in the Helsinki instance, you cannot add more users because the icon is missing.



When in a chat and transferring to another agent, if the customer ends the chat before the agent being transferred to picks up the chat, the transfer window stays on the agent's screen When transferring a chat from one agent to the other, and the end user closes the chat before it is accepted by the transferred agent, the "Accept" or "Decline" notification stays open and does not let the agent know that the user has left the chat.
  1. Ensure that the Collaboration and Collaboration Queue plugins are enabled.
  2. Create a queue with David Loo and Beth Anglin as queue agents.
  3. Impersonate 'ITIL User'. Start a chat.
  4. Impersonate Beth and allow her to accept the chat.
  5. Using the hamburger icon on the left side of the chat window, transfer this chat to David.
  6. Impersonate 'ITIL User', end the chat, and close the window.
  7. Impersonate David and Accept the transfer.
Notice that the 'Accept' or 'Decline' window still appears. When the agent clicks Accept, nothing happens.



chat_queue_entry wait_time is set to the current date if an end user abandons their chat
  1. Install Connect Support.
  2. Go to a queue.
  3. Start a support conversation.
  4. Click End chat.
  5. Go to the underlying chat_queue_entry record.

Expected behavior: The wait_time is set to the current time and date when the conversation was closed.

Actual behavior: The wait_time is set to be the difference between the opening and abandon time.

Cloud Management


If cloning encounters an error, it has no way to recover
  • Duplicate server: If it was already created but Orchestration timed out, the MID Server tries to clone it again and fails due to the duplicate name. This leaves WF stuck.
  • Invalid UUID: Cannot find template when UUID fails

Cloud Management


Issues with provisioning rules Operator tasks after provisioning rules fail and require a significant amount of work from operator to move on.
  • Not populating values that were successfully obtained by the rules
  • Cannot re-run provisioning rules after resolving issue and closing task This eaves a VMWare operator stuck with a server that requires a significant amount of work to get it to the next phase.

Cloud Management


'Discover now' for a particular Discovery schedule (VMware) is using the wrong MID Server in Helsinki

Cloud Management


Change Request WF is not getting triggered for resources that are under change conditions When a user clicks the Update Lease UI action, nothing happens.

Cloud Management


AWS and Azure resources getting tagged with blank application This occurs when there are records in application or service table with empty names.

Contextual Search


Contextual Search Service Customized email template was reverted to OOB settings upon Geneva upgrade

In a Geneva instance:

  1. Go to Email template: <instance_name>/
  2. Delete the content in the 'Message' field.
  3. Save.
  4. Upgrade the instance.

Note the record is reverted to its out-of-box content.



Procurement Purchase order totaling is incorrect when user country code is using currency other than USD When you create a purchase order, add line items to it that you explicitly set to GBP, and then view that same purchase order as a GBP user, the total is incorrect.
  1. Load the Procurement plugin with demo data.
  2. Navigate to Procurement > Purchase Orders.
  3. Create a new purchase order.
  4. Add two purchase order line item records in the related list, set the currency to pounds, and make sure the amount includes cents.

    Note the cost field accurately reflects the total of the two items.

  5. Go to the user record for beth.anglin.
  6. Add the Country code field to the form.
  7. Change the value for the beth.anglin Country code field to United Kingdom.
  8. Impersonate Beth Anglin.
  9. View the same purchase order you created in step 3.
  10. Change the amounts in the POL items, choosing GBP as currency.

Note that the total cost is incorrect.

Delegated Development


wf_context.list requires workflow_editor role to read records Users are unable to view records in wf_context list without the workflow_editor role. In previous releases, this role was not required to view these records.
  1. In access control, open wf_context - read.
  2. Remove the workflow_creator role and add a test role (e.g. asset).

Expected behavior: Users can view records without the workflow_editor role.

Actual behavior: Users cannot view records without the workflow_editor role. Users need to have both the workflow_creator and asset roles to access wf_context.list.

Design and Experience Organization


'Uncaught ReferenceError: amb is not defined' from initAngularForm function in public pages causes client scripts to not be executed Public pages can fail due to AMB JavaScript code that is executed and expects an AMB object (connection) to exist. This unhandled exception causes the execution of client scripts and UI policies to fail to be executed.




Discovery cannot collect data on an MSSQL application in a Windows cluster when using the identification engine

When discovering a clustered MSSQL application, the identification engine displays an following error in the system logs, and the CI is not created. Refer to the listed Known Error KB article for more details on the error.

The error message that appears in the Helsinki Discovery log is:

Error message: "Failed to insert classified application of type: cmdb_ci_db_mssql_instance"

This occurs because the cmdb_ci_appl table has a hosting "Runs on::Runs" relationship with the cmdb_ci_hardware table. The Windows cluster table (cmdb_ci_win_cluster) is not extended from the cmdb_ci_hardware table, and therefore produces a missing dependency error.

Note that there is a race condition between when the Windows - ADM sensor finishes running and the Windows - Cluster sensor finishes running, since they launch asynchronously. If the cluster is already created, this issue occurs when Discovery fails to insert the application.

Refer to the listed Known Error KB article for details.



Configuration Management (CMDB) ORA-00932: inconsistent datatypes: expected - got CLOB Identifying applications on Oracle

CMDB Identification Engine Identity Rules cannot evaluate attributes that are of type CLOB on instances hosted on Oracle. The following message appears in the localhost log:

Syntax Error or Access Rule Violation detected by database
(ORA-00932: inconsistent datatypes: expected - got CLOB)

Placeholders follow:

0 (32):7f5029586dd02200964f6f701f5cbfe1
1 (57):C:\Windows\SYSMSI\SSEE\MSSQL.2005\MSSQL\Binn\sqlservr.exe
2 (75):C:\Windows\SYSMSI\SSEE\MSSQL.2005\MSSQL\Binn\sqlservr.exe -sMICROSOFT##SSEE
3 (25):cmdb_ci_db_mssql_instance
4 (9):Duplicate

The Engine crashes and as a result, duplicate application record is created. This works correctly with the legacy CI Identifiers.


  • Use an instance that is Geneva or later.
  • The instance should be running on Oracle.
  • Only the Discovery plugin should be activated.
  • Ensure that Discovery is not using CMDB IE (system property glide.discovery.use_cmdb_identifiers = false).

Steps to reproduce

  1. Run Discovery against a target with a running Microsoft IIS Web Server.

    Note that one cmdb_ci_microsoft_iis_web_server record is created with a Runs On::Runs relationship.

  2. Rerun Discovery.

    Note that there is still only one cmdb_ci_microsoft_iis_web_server record for this host.

  3. Update the system property to have Discovery use CMDB IE (glide.discovery.use_cmdb_identifiers = true).
  4. Rerun Discovery.

Note that there is now a duplicate cmdb_ci_microsoft_iis_web_server pointing to the same cmdb_running_process, and the ORA-00932 message appears in the log.

Edge Encryption


It is possible to create an encryption pattern on the instance when the local database is not being used, and the user is not informed
  • User should not be able to create/edit patterns through a proxy that does not have a DB configured.
  • User should not be able to create/edit patterns through a proxy that has a DB, if there is another proxy without a DB online.
  • Once one or more patterns are active, a proxy without a DB should not be able to connect to the instance.
  • A proxy without a db can connect to the instance if there are NO active patterns.
  1. As a user with elevated privileges, activate the Edge Encryption plugin.
  2. Configure a proxy without a DB connection (2.1.1 for Helsinki instances).
  3. Make one tokenization pattern active. You will need to use a proxy with a DB.
  4. Confirm the proxy without DB cannot connect to the instance when there are active patterns.
  5. Make all tokenization patterns inactive. You will need to use a proxy with a DB.
  6. Confirm proxy without a DB can connect to the instance when there are no active patterns.
  7. Confirm that, via proxy without a DB, security_admin user cannot create new tokenization patterns.
  8. Configure a second proxy with a DB connection and register it with the same instance as the proxy without the DB.
  9. Confirm that even via proxy with a DB, security_admin user still cannot create new tokenization patterns as long as there is one online proxy without a DB.
  10. Shut down the first proxy without the DB.
  11. Confirm the second proxy with DB can now create and edit tokenization patterns.



UI issues on filter's field selection for List v3 on IE / Windows Edge browser In IE / Windows, there are UI issues on the filter's field selection. Specifically, there is a filter dropdown in IE11 when using List v3. The chevron arrows to drill down are not aligned with the field options.

In List v3:

  1. Navigate to incident.list.
  2. Create a filter for caller.

Note the arrows do not align with the fields.

Financial Management


In ITFM, data does not appear/calculate in allocation buckets for future fiscal periods


  • Log into a Helsinki instance with demo data.
  • Activate the Financial Management plugin installed with demo data.

Steps to reproduce

  1. Log into the instance as a user with elevated privileges (e.g. admin).
  2. Navigate to Cost Transparency > Workbench.
  3. In the Data Definition step, select a future fiscal period (e.g. FY17: Q2).
  4. Click the Allocation Setup step to open that screen.
  5. Change Total Amount Assigned to Business Unit.

Expected behavior: Amounts show for the listed business units.

Actual behavior: No amounts are listed for any business units.

Forms Designer


Designer Common, NG shared components When form labels are filled with international languages or special characters (e.g. Japanese), the form labels are not rendered For example, updating labels in Japanese via the Form Designer can result in HTML-encoded strings being inserted as labels rather than the Japanese characters.

In a Helsinki instance:

  1. Activate the Japanese translations plugin.
  2. Once the plugin is activated, create a new custom table with 2 string fields (test1 and test2).
  3. Navigate to the table list view and click New.
  4. Change the language to Japanese.
  5. Open Form Designer on the form with the 2 test fields and change them to the following:
    • test1 to: 名前
    • test2 to: ホソダ
  6. Click Save.
  7. Close the Form Designer and refresh the form to see the newly renamed fields.
  8. Open Form Designer again.
  9. Delete a character without modifying the other label, and save again.
  10. Refresh the form.

Note that one label is HTML-encoded, and the one that you modified is saved correctly.

Forms Designer


Form Design errors upon save when saving forms with choice lists in certain configurations When selected, Form Design takes too long to upload. After making changes and selecting 'Save', the save pop-up takes too long.
  1. Navigate to Incident list.
  2. Select a form and click Configure > Form Design.

    Notice this is taking too long to load.

  3. Add a field and select Save.

The pop-up displays and stays open. If user closes the pop-up and then closes the window, the pop-up displays that the changes were not saved.



UI16, NG shared components Loading hundreds of activity stream entries causes heavy burden on the client to render them
  1. Add 250 entries to an incident.
  2. Load the incident.

Notice that the incident takes a lot longer to load because of the number of templates. Internet Explorer is especially impacted by this issue.



NG shared components Unnecessary XHR on forms with activity stream Load any existing incident.

Notice the XHRs for extra messages, set preference, and templates.



NG shared components Activity stream uses unoptimized template code, which causes load time to be high
  1. Create an incident.
  2. Add 250 worknotes to it.
  3. Load the incident.

Note that loading the incident takes a long time.



Activity stream is primary focus of form data for some users, but loads asynchronously and takes longer
  1. Load an incident.
  2. Add 250 worknotes to the incident.
  3. Load the form.

Notice that it takes a long time to load and can be held up by other XHR requests.

HR Service Management


The Service Catalog widget should allow options to set the page redirection URL The Human Resources Service Portal calls the SC catalog page from Service Portal. This page needs to be passed for redirection as a parameter or otherwise needs to handle the redirection from the HR widget.

HR Service Management


SCSS Bootstrap Theme In the iPhone app, the input fields on the user profile do not display properly in the vertical orientation The input fields and buttons do not fit inside the popover.

In the iPhone app:

  1. Open the HR Service Portal.
  2. Tap the menu icon, and select your name from the menu.
  3. Tap the menu icon again to close the menu.
  4. In your profile, tap any field (e.g. Email or Bio).

Note that the input fields and buttons are not properly displayed.

Knowledge Management



Knowledge Management V3 New property to hide import button on knowledge home page

Users who have not yet migrated to Knowledge v3 and are using legacy Knowledge v2 need the ability to configure the visibility of the Import/import Articles button. Because Knowledge v2 does not use User Criteria, users are not prevented from selecting the Knowledge Base.

Refer to the listed Known Error KB article for details.

Knowledge Management


Knowledge Management V3 Clicking the back button on the knowledge form when in IE11 or Firefox always selects the Tags tab Note that this issue does not occur in Chrome.

Using IE11 or Firefox:

  1. Navigate to the Knowledge homepage and select any article.
  2. Click on the back button.

Observe that the Tags tab is selected instead of Categories.

Knowledge Management


Categories that do not belong to the knowledge base being searched are being returned in the filter when they should not be Search within specific knowledge bases in Knowledge v3 is confusing to end users, due to categories outside of the knowledge base being returned in the filter.
  1. Activate the Human Resources Application: Core plugin with demo data to create the Human Resources Knowledge Bases.

    Note that the resulting knowledge bases all include categories named Policies.

  2. Navigate to Self-Service > Knowledge.
  3. Click on Human Resources General Knowledge.
  4. Search for policy.

The left filter panel shows 3 or 4 Policies categories. Search also returns categories outside of 'Human Resources General Knowledge'. If you click a category that does not belong to 'Human Resources General Knowledge', the results disappear, which confuses users.

Expected behavior: Categories should be displayed in a hierarchical tree format to be able to determine which knowledge base the categories belong to.

Actual behavior: Search within a specific knowledge base returns categories from other knowledge bases.

Knowledge Management


Knowledge Management V3 Frame gets shortened - Order an item in Service Catalog After you select an item to order, the frame gets shortened. This occurs for any users who have 'ess' in their URL.
  1. Navigate to Service Catalog > Service Offering > Hardware.
  2. Select Sales Laptop.
Notice the frame is shortened, as iframe is given the style="height:141px;" attribute.

Language and Translations


Some column labels are not properly translating for internationalized (I18N) languages, specifically French
  1. Activate the French I18N plugin.
  2. Switch the language to French.
  3. Drag out the Timer activity.

Notice the labels are not translated.

MID Server


J2SSH reports <error> rather than <warn> on non-zero return code and non-empty stderr When SSHCommand / SSHCommandLong encounter stderr content, the <error> tag is supposed to be populated with the stderr content if there is a non-zero return code. Otherwise, the <warn> tag should be populated. SNCSSH does this correctly, but J2SSH populates the <error> tag in all cases where there is stderr.

MID Server


CidInstallApplicationNodeWorkflow fails with 'ChannelOutputStream is closed' In J2SSH and SNCSSH, errors such as 'ChannelOutputStream is closed' appear. In this case, CID provisioning automation is failing while installing the application node.

Submit a request in the Service Catalog to Provision a new DBI Instance in order to run CidDbiProvisioningWorkflow.

Note that it fails in CidInstallApplicationNodeWorkflow with unknown failure.

MID Server


Rhino creates dynamic classes when doing vCenter discovery, which breaks CyberArk hashing The MID Server invokes Rhino when doing vCenter discovery, which dynamically generates new classes. These classes are then seen by CyberArk security, and access to the password vault is blocked. This occurs only if the user is using hashing with CyberArk.

Performance Analytics



Navigating to a detailed scorecard from a widget when using the Chinese or Japanese language causes an "Invalid date" error and no data is displayed
  1. Log in as admin.
  2. Set the interface language to Japanese.
  3. Navigate to Performance Analytics > Dashboards.
  4. Select a dashboard.
  5. Click on the area graph of a widget to navigate to the detailed scorecard.

Platform Runtime


PPM import gets stuck if no Project Name is specified during import This is similar to PRB669159.

In a Geneva instance:

  1. Navigate to Project > Import.
  2. Choose a project to import.
  3. Import the project.
The import does not end. The semaphore remains occupied, and logs give a WARNING such as:
*** Unable to find Cached Schedule for Year :2048

Platform Security


When High Security Settings plugin is not activated, Explicit Roles plugin causes all non-admins to lose read/write/create/delete access to most tables

When an instance has never had activated High Security Settings plugin, and the instance activates the Explicit Roles plugin (com.glide.explicit_roles), it causes non-admin users to lose read/write/create/delete access to many tables.

Specifically, non-admin users lose read/write/create/delete access to tables that do not have explicit read/write/create/delete ACLs defined directly on them. This occurs because the Explicit Roles plugin introduces * ACL's that should not exist for non-High Security Settings users.

For example, this issue occurs when the Customer Service plugin (com.sn_customerservice) is activated, since it has the Explicit Roles plugin as a dependency.

Users can experience this issue in multiple ways:
  1. They cannot create records on affected table
  2. They cannot retrieve records on affected table
  3. They cannot save records on affected table Note that this issue may manifest in more scenarios, since the Explicit Roles plugin assumes that the High Security Settings plugin is active.

In an instance without the High Security Settings plugin enabled:

  1. Activate the Customer Service plugin (com.sn_customerservice).
  2. Impersonate an itil user.
  3. Go to the incident list

Expected behavior: The itil user should see records.

Actual behavior: The itil user does not see any records, due to denied ACL.

Project Management


Unable to import a MS project Users are unable to import a MS project. No errors are displayed - it continues to process in a loop. The instance log shows the following warnings:
2016-03-28 12:59:54 (054) http-48 WARNING *** WARNING ***
GlideRequestManager: Running request: /,
run time: 515144, waiters: 1
  1. Navigate to Project > Import.
  2. Import a project.

No errors will occur - it keeps processing.

Project Management


Export to MS Project does not always work - results in a 0-byte XML file The project.xml file created through the 'Export to MS Project' in the context header menu is an empty file resulting from a failed export.

In an instance with a variety of Projects:

  1. Navigate to the list of Projects, and open a Project that is more than 0% complete.
  2. Right-click the header of the Project form and select Export to MS Project.
  3. Confirm the XML file is zero bytes.

    Note that this will occur intermittently for different Projects.

Expected behavior: An XML file is generated that contains project information, ready to be imported to MS Project.

Actual behavior: An empty XML file is generated.

Project Management


Large Projects take longer than maximum execution time to delete

When deleting a large Project with nested child tasks, it may be cancelled and never complete because the transaction requires more time to complete the deletion than the maximum execution time allows through the User Interface (~300 seconds).

For users who manage large projects, the projects cannot be deleted through the Delete UI action due to the maximum execution time. This leaves users with only the option to delete all project data manually. When attempting to delete a large Project that cancels due to maximum execution time restrictions, the user's UI is locked up for ~300 seconds, a cancelled transaction page is displayed, and no actual deletion occurs.

  1. Activate the Project Management v2 plugin (com.snc.project_management_v2).
  2. Activate the Project Management plugin (com.snc.project_management_v3).
  3. Create a large Project with child project tasks running a depth level of 4.
  4. Go to the large Project record.
  5. From the Project form, click Delete.

Project Management


NumberFormatException error while upgrading to Helsinki

In a Fuji instance with Resource Management and the Project Portfolio Suite installed:

  1. Create a group with no members in it.
  2. Create a resource plan for the group.
  3. Leave the resource plan in the Planning state.
  4. Upgrade to Helsinki.

Notice that the upgrade fails with a NumberFormatException.

Project Management


When changing Planned start date and Planned end date of an existing Project or Project Task record, the Planned end date and Duration value changes to a different value after saving the form

When changing the Planned start date and Planned end date of an existing record to values other than what were previously set, the values returned upon saving are not what was defined by the user. The Planned end date and Duration get its values from somewhere else. This happens on both the Project and Project Task records.

This issue occurs for pre-existing records with a defined Planned start date and Planned end date, thus affecting the Project Task created through the list edit.

  1. Create a new Project record and set the Planned end date (e.g. 20 days later).
  2. Save.
  3. Set the Planned start date to a future date (e.g. 1 day later).
  4. Set the Planned end date several days later (e.g. 5 days later).
  5. Save.

Expected behavior: The Planned end date and Planned duration should be set to the value that was specified previously.

Actual behavior: The Planned end date and Planned duration are set to a value smaller than what was specified previously.

Project Management


Project Management, Demand Management Upgrading from an earlier release to Helsinki and/or Geneva is causing the system to remove the project_manager and other project related roles from existing user role assignments

In Geneva and Helsinki, the 'it_Project_%' roles were introduced to replace previous legacy 'project_%' legacy roles. Upon upgrade, it appears that the upgrade scripts attempts to remove the legacy role assignments from users and replace it with the new roles.

This causes issues within the Project Workbench and other applications. For example, when users with the it_project_manager role but not the project_manager role try to access the Project Workbench, they get the error: "You do not have sufficient privileges to view the Project Workbench."

In a pre-Geneva instance:

  1. Activate the Project Management plugin.
  2. Provide users with the project_manager and other PM-related roles.
  3. Upgrade to Helsinki or Geneva.

Note that users are unable to access the Project Workbench from the application navigator and receive an error instead: "You do not have sufficient privileges to view the Project Workbench."

Project Management


Performance delay while loading a top project (which has 8000+ project tasks) via planning console There is a performance delay while loading a top project via the planning console. This issue occurs in a Helsinki Patch 1 instance when trying to load a top project with 8000 tasks. The browser (e.g. Chrome, Firefox) is having a hard time keeping up.

Project Management


Users with Program and Portfolio manager roles get Access Denied error when trying to access Program and Portfolio workbench modules When a user with all of the Project and Portfolio related roles (including it_program_manager and it_portfolio_manager) clicks on the Portfolio Workbench or Program Workbench modules, they get an 'Access Denied' error. If a user opens a specific Portfolio or Program record and use the Workbench related link from the form, the Workbench loads without the 'Access Denied' error.
  1. Impersonate a user with the it_program_manager and it_portfolio_manager roles.
  2. Navigate to the Program Workbench or Portfolio Workbench modules.
  3. Click these modules one by one.

Observe that under certain scenarios in Helsinki instances, the system returns 'Access Denied' error instead of displaying the workbench.

If users access the Workbench from the Portfolio and Program form records related link, this works and the Workbench loads without the 'Access Denied' error.



Multipledataset only works for admin users
  1. Log in as admin.
  2. Activate the Performance Analytics premium plugin.
  3. Impersonate any non-admin user.
  4. Create a line report.
  5. Try to add a multiple data set.

This is not reflected with the multiple dataset.



Chart on form does not filter properly on Helsinki
  • On Helsinki instances, reports are no longer filtered properly by values on the form when set up with the chart on the form. This occurs for all chart types.
  • On Geneva instances, this issue specifically impacts the heat map.
  1. Create a BAR report on Incidents with Group by State.
  2. Save.
  3. Open a Problem
  4. Configure the chart layout by navigating to Configure > Form layout.
  5. Add * chart.
  6. In the form, configure the chart to use the newly created report.
  7. Link the Problem's number with the incident's problem's number. Select:
    • Form Problem > Number
    • Incident > Problem.Number.

Note the report is not filtered properly.

Server Side Scripting


Instances which compile thousands of short JavaScript expressions may experience OOM after upgrading to Helsinki

Server Side Scripting


Redirect panel is not working in Helsinki The Redirect Panel fails to redirect to the specified page and gives a blank screen. Within the script, if you use wizard variables to build the URL and pass them to answer directly, then it fails as the answer is not recognizing the wizard variable values as string.
  1. Create a new panel of type Redirect Panel and attach it to any wizard.
  2. Make sure that you have a redirecting URL with some wizard variables used in it.
  3. Now, attach this to any wizard, and configure it to be called on some condition when you click the Next button.
  4. Run the Wizard.
  5. Select the condition that calls this newly created panel and click Next.

It should call the URL built in the redirect panel, but it fails and shows a blank screen.

Note the error below in the logs:

org.mozilla.javascript.ConsString cannot be cast to java.lang.String:
   java.lang.ClassCastException: org.mozilla.javascript.ConsString cannot be cast
   to java.lang.String:

Server Side Scripting


glide.invalid_query.returns_no_rows is not honored in Helsinki Per the documentation, when the 'glide.invalid_query.returns_no_rows' property is set to true, invalid GlIdeRecord queries should not return any results. However, in Helsinki instances, platform code encounters an exception and does not honor the property.

Service Catalog


Receiving error message: 'The following fields contain invalid text: <FIELD NAME>' Suddenly switching tabs multiple times results in mismatched date/time formats. This results in the error 'The following fields contain invalid text: <FIELD NAME>' being thrown. The sys_original.<variable_name> input field should always honor users date preferences to prevent this issue.

Service Mapping


Browser gets stuck when clicking 'View map' in business service On the 'ScanMail' business service, when upon clicking the 'View map' button, the browser gets stuck and stops responding.
  1. Go to business service.
  2. Then, search for ScanMail.
  3. Click View Map.

Note the browser gets stuck and must be force-quit.

Service Mapping


Oracle DB instance: Syntax Error or Access Rule Violation detected by database (ORA-00932: inconsistent datatypes: expected - got CLOB) Oracle DB instances see the following error message: "Syntax Error or Access Rule Violation detected by database (ORA-00932: inconsistent datatypes: expected - got CLOB)"
  1. Create a new business service.
  2. Edit the entry point.
  3. Add an entry point.

Note the errors in the log:

Syntax Error or Access Rule Violation detected by database
(ORA-00932: inconsistent datatypes: expected - got CLOB)

Service Portal


The 'Activity Stream' column is missing in Current Contract page

Service Portal


NG shared components Need modal where a user provide some inputs A modal dialog with input text fields should appear on the form when triggered through a mobile client script.

Service Portal


Service Portal is unusable when question_answer table is populated in millions of rows This affects users who have millions of rows in the question_answer table.

For users with millions of rows in the question_answer table, Service Portal times out and does not load.

Service Portal


Form widget should not show the attachment icon if user cannot upload attachment

In a Helsinki instance:

  1. Log in as Joe Employee.
  2. Go to the Form widget for a closed Incident (i.e. Joe can read but not write).

Note that the attachment icon is there when it should not.

Service Portal


NG shared components List collectors do not display correctly if the referenced records' display values have commas

In Service Portal:

  1. Create a list collector with lastname, firstname in a displayed field.
  2. Note that the list collector does not display correctly.

Service Portal


SCSS Bootstrap Theme Journal field background color is not supported For partners, the worknotes text area does not have the correct color (yellow).
  1. Impersonate a partner.
  2. Click My Issues.
  3. Open an Incident from the list.

Note that the worknote text area is transparent color, instead of the correct yellow background color.

Service Portal


Service Portal Designer Service Portal Designer Preview/Edit and Widgets/Pages text wraps when translated
  1. Turn on localization prefixes by navigating to System Properties > System Localization > Displays translation prefix on translatable strings.
  2. Navigate to /$ and open a page in the designer.

Expected behavior: The text should be visible and clickable for all languages.

Actual behavior: Preview/Edit and Widgets/Pages text wraps when the translated strings are too long.

Service Portal


Attachments to a catalog item are attached to the request rather than the requested item Attachments to a catalog item are attached to the request rather than the requested item. When requesting the same item in the 'backend' Service Catalog, attachments are attached to the requested item. If a user requests multiple items in one request, their attachments should go to the individual items and not the request.

In Service Portal:

  1. Navigate to Order Something > Order an item (e.g. Apple Watch).
  2. When the item opens, click Add attachments and add an attachment.
  3. Submit.
  4. Go to the backend and open the request.

Expected behavior: The attachment is on the requested item.

Actual behavior: The attachment is on the request.

Service Portal


Knowledge Base articles do not support attachments Attachments are not visible on knowledge articles. For example, when opening a knowledge article in the new Service Portal interface with the 'attachment link' option selected, it ignores this setting. The article body is opened without downloading or showing any attachments.

Service Portal


Users see error when searching text on Service Portal: Server Javascript error cannot convert null to an object When users try to search text on Service Portal when sc_cat_item is added to Service Portal search groups, users see the following error instead: "Server Javascript error cannot convert null to an object."
  1. Add the sc_cat_item table to the sp_search_group table
  2. Impersonate an ESS user (e.g. Abel Tuter).
  3. Go to the Service Portal page.
  4. Search for something.

Note that you receive the error "Server Javascript error cannot convert null to an object."

Service Portal


SP choice list should require value or use default_value if type is set to 'must specify a default value'

Service Portal


Order Guide description is not being shown
  1. Go to the New Hire order guide in Service Portal.
  2. Go to the same order guide in the normal UI.

Note that the Description is not shown in Service Portal.

Service Portal


Reference qualifiers can fail on Service Portal Reference qualifiers fail on Service Portal for sc_cat_item variables.

In a Helsinki instance:

  1. Open a sc_cat_item record (e.g. Apple iPad 3).
  2. Create a new variable for the item on type List Collector.
  3. Go to the Type Specification section.
  4. Configure the item_option_new form so that the 'Reference', 'Use reference qualifier' 'Reference qual condition', and 'Reference qual' fields are displayed.

    You can now configure a simple List Collector variable for the item.

  5. Use any table to test (e.g. Incident).
  6. Open the Apple iPad 3 in the UI. Notice that the reference qualifier on the item is enforced.
  7. Open the same item on the Service Portal.

Notice that the reference qualifier is not enforced.

Service Portal


In Service Portal, articles are still present in Knowledge Base after the 'Valid to' date has passed In Service Portal, articles are still present in Knowledge Base after 'Valid to' date. This should be adapted in widgets for KB Categories, search, and the article itself.

With a KB article whose 'Valid to' date has already passed:

  1. Navigate to Knowledge > Published > <KB article>.

    Note that the 'Valid to' date has already passed.

  2. Navigate to Knowledge > Homepage.
  3. Search for <KB article>.

    No results are shown, which is the expected behavior.

  4. In the Service Portal, search for <KB article>.

Note that you are able to view the article, which is the unexpected behavior.

Service Portal


Knowledge article count on category are incorrect in Service Portal(kb_view2) - it shows '-1' The Service Portal homepage kb_view2 does not work properly when there are more than 500 articles (independent of the article stated) on the associated Knowledge Base. The portal will show all category counts as '-1' instead of the number or articles under the categories.

In a Helsinki instance with 500 or more KB articles:

  1. Log in as an admin user.
  2. Navigate to System Definition > Plugin.
  3. Activate the Customer Service Portal plugin.
  4. Create a Portal by following these steps:
    1. Navigate to Service Portal > Portals.
    2. Click New.
    3. Enter the values
      • Title: Test
      • URL suffix: test
      • Homepage: kb_view2
      • Knowledge Base: IT
    4. Save.
  5. Navigate to <instancename>.service-now/test.

Note that the category counts are '-1'.

Service Portal


Form widget should show "Record not found" if record not found
  1. View an Incident in the Form widget.
  2. Change one character of sys_id in the URL to a g.
  3. Reload.

Note that the user sees errors, instead of informing the user that the record was not found.

Service Portal


Duplicate stage values in Requested Items widget
  1. In Service Portal, navigate to the item iPad 3.
  2. Order 2 of them.
  3. Navigate to the ?id=sc_request page for the new request.

Note that the requested item has two 'Waiting for Approval' stages.

Service Portal


sp_angular_provider.script needs a larger max_length to prevent Oracle from truncating scripts

Using Oracle:

  1. Activate Service Portal.
  2. Try to put more than 4000 characters in the sp_angular_provider.script field.

Note that you cannot. As a result, OOB scripts are getting truncated.

Service Portal


Human Resources Application: Service Portal Service Portal in iPhone app displays catalog categories differently than in the regular browser In a baseline instance, if you use the iPhone app to view the Order Something page in the Service Portal, you will see all available categories, including those restricted by role (e.g. the categories that exist in the Admin Home catalog). However, if you use the browser to view the same page, you will not see the Admin Home catalog categories.
  1. Activate Service Portal for Enterprise Service Management.
  2. Log in as an ITIL user.
  3. Using a browser (either mobile or desktop), go to the Service Portal.
  4. Click Order Something.

    Note the categories that are displayed in the SC Categories widget.

  5. Using the native iPhone app, go to the Service Portal.
  6. Tap Order Something.

    Note the categories that are displayed in the SC Categories widget.

These categories come from the Admin Home catalog, which should only be available to user with elevated privileges.

Service Portal


sp_admin does not have read/write access to sp_instance_menu table and sp_ng_template table Users with the sp_admin role do not have read/write access on the sp_rectangle_menu and sp_ng_template tables.

In a Helsinki instance:

  1. Assign the sp_admin role to any user.
  2. Impersonate that user and navigate to sp_ng_template.LIST.

Expected behavior: These tables are accessible by sp_admin to make edits.

Actual behavior: sp_admin role does not have read/write access to these tables.

Service Portal


SCSS Bootstrap Theme In the iPhone app, the vertical line that appears in Service Portal activity streams does not align properly The line overlaps any comments or worknotes.

In the iPhone app:

  1. Open a Service Portal.
  2. Open a record that contains an activity stream, such as a request.
  3. Scroll down to the Activity portion.
  4. Add a comment or worknote if there is none present.

Note that a grey vertical line intersects the comment in the stream.

Service Portal


Service Portal Home mobile module incorrectly links to $, should link to /sp

In a Helsinki instance:

  1. Log in as admin.
  2. Go to /

Note the URL is $ when it should be /sp instead.

Service Portal


Long, unbroken title is not wrapped in ticket conversation widget header When entering a long string of text as the description for a new incident in the Service Portal, the text is not wrapped or truncated when it is re-displayed in the detail page.

In Service Portal:

  1. Click Get Help > Create Incident.
  2. Select urgency as 3-Low.
  3. Enter a long, unbroken string in the field Please describe your issue below.
  4. Click Submit.
  5. At the top of the page, click Requests.
  6. Select the latest incident you created in the dropdown list.

Expected behavior: This text should be wrapped or truncated to fit the light gray rectangular box.

Actual behavior: In the displayed page, the description text is displayed over the whole width of the browser window and is hidden under the block "Your request has been submitted".

Service Portal


Some variable types do not work in Variable Sets When using an order guide, the values that are selecting on the order guide are disappearing once selected. This occurs on the variables are that are of type Multiple choice. This issue is only present on Service Portal, and works as expected in Service Catalog and within the platform if checked through the 'Try it' button.

In a Helsinki instance:

  1. Create a variable set of type Multiple Choice and name it sntest1.
  2. Navigate to Maintain Items and find Apple Macbook Pro 15.
  3. In the Maintain Items related lists, navigate to Variable Sets > Edit > add sntest1.
  4. Navigate to Service Catalog > Order Guides > Create New order guide (e.g. Testing Rule Base).
  5. Fill out necessary information such as Catalog and Category and add the same variable set sntest1.
  6. Navigate to the Rule Base section > Create new.
    • In the Condition field, add this condition: choice_list_1 is one.
    • Include this item: Apple Macbook Pro 15".
    • Submit.
  7. Navigate to Service Portal, type Testing Rule Base in the search box, and click on it.
  8. From choice list 1, select ----> one.

Expected behavior: When you select an option in the order guide, the selection should not disappear (e.g. options 'two' and 'three').

Actual behavior: The selection disappears once the option is clicked (e.g. option 'one').

Service Portal


Picture does not display on a catalog item if it is included in the Service Portal Order Guide Catalog items from order guides in the Service Portal do not display pictures.

In a Helsinki instance:

  1. Navigate to the Apple MacBook Pro 15" catalog item and confirm that it has a picture.
  2. Search for it on Service Portal.

    Note that the picture displays as expected.

  3. Now, add this item to one of the order guides.

    Note that the picture does not display anymore.

Expected behavior: Catalog items display a picture in Service Portal, even if they are included in Order guides.

Actual behavior: In Service Portal, catalog items do not display a picture if they are a part of order guide.

This issue is only present in Service Portal. It works as expected in Service Catalog and if you click Try it.

Service Portal


Report Outage record producer displays errors upon load
  1. Navigate to /sp.
  2. In the search bar, type report outage.
  3. Select Report Outage.

Notice the following errors on the page:

  • org.json.JSONException: JSONObject["containers"] not found.
  • Script source code logged to console
  • Failing widget: 'SC Catalog Item' (0fd6a6f247230200ba13a5554ee490b3)

Service Portal


Duplicate request gets created in order guides on Service Portal Duplicate request gets created in order guides on Service Portal when using rule base, List collector and Catalog UI policy.

Using Service Portal:

  1. Go to the New Hire Test order guide.
    • URL in form: /
    • URL in portal: /sp?id=sc_cat_item_guide&sys_id=48622e374fa522007e539d9f0310c7a6
  2. Fill in the form with the following values:
    • type_of_device: Laptop
    • Software: Dreamweaver, Adobe Acrobat Pro
    • sn: do not fill this field in
  3. Click Submit.

    Note that the popup will show: "The following fields are incomplete: sn".

  4. Then, remove Adobe Acrobat Pro from the software.

    Notice included items only have "Dreamweaver" now.

  5. Click Submit again.

Expected behavior: Only 1 request is created with 1 request item.

Actual behavior: Instead, 2 duplicate requests are created.

Update Sets


Update sets containing Japanese content result in errors and cannot be applied properly Update sets that contain tables and labels created in Japanese give errors when a user attempts to apply them to another instance, and the update sets cannot be applied properly.

Update Sets


Users get error when trying to merge update sets for an app installed from the store Users are unable to merge update sets of a scoped application when that application was installed from the app store. They receive the following error: "You cannot merge update sets for an application you cannot edit". However, users are able to add and edit records in the updates sets being merged.

In Fuji

Source instance

  1. In a Fuji instance, create a scoped application.
  2. Navigate to sys_app.list and click on the app you created.
  3. Click Make app available on other instances.

Target instance

  1. In another Fuji instance, install the application you just created in the source instance.
  2. In the target instance, create a couple of update sets for the installed application.
  3. Try to merge those update sets.

You will get the error "You cannot merge update sets for an application you cannot edit."

In Geneva

  1. Switch to an app that was installed with your base instance (e.g. Social Knowledge).
  2. Create a couple of update sets for that application.
  3. Try to merge the update sets.

User Interface (UI)


Lists v2 List v2 list actions and Related List actions do not render correctly in Firefox

In Firefox:

  1. Log into a fresh instance as admin.
  2. Verify the List v3 plugin is inactive and the List v2 plugin is active.
  3. Navigate to any list (e.g. task.list).
  4. Scroll to the bottom and click the list action dropdown.

Note all list actions are rendered in a row. This issue also occurs on related list actions.

User Interface (UI)


When two users edit the same record where a timer field is used, the timer field changes to NaN
  1. Open the same record with a timer variable as two different users at the same time.
  2. Edit the record as the first user.

    Note that for the second user, the timer briefly shows NaN in the three timer fields.

  3. Make an edit as the second user.

NaN will appear for the first user.

User Interface (UI)


Icons for Order Guides are not displaying in search in Service Portal When searching in the Service Catalog widget in Service Portal, the results show icons for Service Catalog items but not for record producers. This is inconsistent with the Service Catalog category view, where the icons are used for both and it is not possible to configure the widget to display no images.
  1. Add a picture and icon to Employee Onboarding IT a picture and icon.
  2. Add it to the Service Catalog catalog under any category.
  3. Go to <instance>
  4. In the search, enter Employee.

Expected behavior: When viewing the catalog in the Service Catalog under whichever category it was placed, the icon is visible.

Actual behavior: Note that several entries have icons, but Employee Onboarding IT does not.

User Interface (UI)


g_form.getOptions do not work on the self-service portal, and there is no alternative to get the display value of select box fields Using g_form.setValue() and then g_form.getDisplayValue() for a choice list in Service Portal will return the sys_id of the record instead of the display label.

In Service Portal:

  1. Find a catalog item with a select box variable (e.g. Ask a question - 66c313e7c0a8016b008ebe1a8e3d97f5).
  2. Create an onChange catalog client script for the Urgency select box.
  3. In the script, write the following code:'you selected: ' + g_form.getDisplayValue('urgency'));
  4. When you open the catalog item in Service Portal and change the urgency select box, look at your browser console.

You will see a sys_id or number instead of the label from the select box.

Visual Task Boards


Flexible Visual Task Board does not show cards that were on the removed list Flexible Visual Task Boards do not show cards of filtered tasks that are unassigned or reassigned. However, cards are shown if type of the board is set to Guided.
  1. Create a Flexible VTB.
  2. Filter the board as follows:
    • Table = Task(task)
    • Active is true
    • Assignment Group is Database or
      • Assigned to is Beth Anglin or
      • Assigned to is Abel Tuter
  3. Assign a incident to Beth Anglin with the Assignment group set to Database.

    Notice that the VTB has the incident card.

  4. Reassign the incident to another user and remove the assignment group.

    Notice that the incident card is removed from the VTB.

  5. Assign the same incident to Beth Anglin with the Assignment group set to Database.

Notice that the card is not filtered back into the VTB, and removed is set to true.

Visual Task Boards


Visual Task Boards The Visual Task Board Task fields added in the VTB view is not displayed on the Task Card detail form
  1. Create a free form board.
  2. Add a task.
  3. Navigate to vtb_task.list.
  4. Open the newly created task from step 2.
  5. Right-click on the form header > Configure Form Layout.
  6. Change the view from Default to VTB.
  7. Add additional fields (e.g. created and created by fields).
  8. Go to the Visual Task Boards.
  9. Refresh the page.

Expected result: The fields selected in the VTB view should be displayed in the task card.

Actual result: The additional fields selected in the VTB view are not displayed in the task card.



SSH activity after Timer activity (wait time > 0) in a workflow will result in error In 5 seconds after the Timer is up, it will try to run the SSH File Read activity. However, the SSH activity will result in an error with the following message: "Command field is empty or command field contains syntax error on syncFile. Fix this and try again."

Other Helsinki Patch 5 information

Knowledge Management
glide.knowman.import.hide_import_functionality is a new property that hides the import button on the knowledge home page. For details, refer to:

Fixes included with Helsinki Patch 5

* Unless any exceptions are noted, you can safely upgrade to this release version from any of the versions listed below. These prior versions contain PRB fixes that are also included with this release. Be sure to upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.