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Helsinki Patch 8

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Helsinki Patch 8

The Helsinki Patch 8 release contains fixes to these problems.

Helsinki Patch 8 was released on December 15, 2016.
Build date: 12-04-2016_2028
Build tag: glide-helsinki-03-16-2016__patch8-11-30-2016

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 8 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 8, refer to KB0598876.

Notable Fixes

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

User Interface (UI)



IE11: Applying a Microsoft MS16-084 critical patch breaks URLs containing JavaScript calls

After installing the MS16-084 patch, if you access a Fuji, Geneva, Helsinki instance using Internet Explorer 11 and try to apply a template to a record, the pop-up window for selecting templates is blank. The changes to the security settings are blocking any URLs which contain a javascript() function call.

For more information, see Microsoft Security Bulletin MS16-084.

Refer to the listed Known Error KB article for details.

Usage Analytics



UsageAnalytics Count Persistor scheduled job can cause out of memory when processing certain count config definitions On user instances, the scheduled job UsageAnalytics Count Persistor can run each app node out of memory several times in a matter of seconds, due to processing certain count config definitions (records on the usageanalytics_count_cfg table).

Refer to the listed Known Error KB article for details.

Cloud Management Application



Amazon Web Services (AWS) describeImages probes can cause nodes to run out of memory when processed

Nodes that have excessive memory usage are experiencing performance degradation.

This issue affects users who are running Discovery schedules for Amazon Web Services (AWS) accounts.

Refer to the listed Known Error KB article for details.

Service Portal


Date format not honored in Service Catalog part of Service Portal (gs.nowDateTime()) While in the Service Portal and interacting with the Service Catalog's Date variables, the value do not honor the date format set via the glide.sys.date_format property.

In a Helsinki instance:

  1. Navigate to System Properties > Basic Configuration.
  2. Change the glide.sys.date_format property to dd-MMM-yy.
  3. Edit the Create an Incident record producer and add a Date variable.
  4. Navigate to the Service Portal > Service Catalog > Can we help you? > Create an Incident.

Expected result: The value should be in the format of dd-MMM-yy (e.g. 18-Aug-16).

Actual result: The value is in the format of yyyy-MM-dd (e.g. 2016-08-18).

All Other Fixes

Problem category Affected plugins Short description Description Steps to reproduce



On the HI Service Portal unauthenticated page, a login popup appears

This popup appears very quickly in in Safari, and it appears after some time in other browsers. The following console error appears:

Failed to load resource: the server responded with a status of 401 (Unauthorized)

  1. Log out of your instance.
  2. In Safari, go to your instance's URL.
  3. Without logging in, leave the page as-is for 5-10 minutes.

Note this message in the console: Failed to load resource: the server responded with a status of 401 (Unauthorized)

Change Management


Change Management - Core, Change Request "Affected CI's" related list on Incident form triggers a warning on the logs: Script [ChangeProposed]: [init] Unknown parameter passed in: [object GlideRecord]

For a OOB instance with the related list CIs Affected [task_ci] added to the Incident Form, each time the incident is loaded and there is a CI on the list of Affected CIs, the following warning message appears in the logs:

"WARNING *** WARNING *** *** Script [ChangeProposed]: [init] Unknown parameter passed in: [object GlideRecord]"

  1. Open an incident form record.
  2. Add the Affected CIs related list to the form.
  3. Add a CI.
  4. Save the record and copy the URL.
  5. Navigate to System Logs > Utilities > Node Log File Tailer.
  6. Open a new tab, paste the URL that you copied in step 4, and open the URL.
  7. Navigate to the Node log file tailer.

In the logs, the following error message appears:

*** Script [ChangeProposed]: [init] Unknown parameter passed in: [object GlideRecord]

Change Management Risk Assessment


Change Management - Risk Assessment Change Risk Assessment popup on submit is not being saved correctly

This issue can only be reproduced in Windows 7 (32 bit) and Chrome 54.

When a change's risk assessment is filled in and submitted, and the user views the record in the Risk Assessment related list, there is no Completed by or date stored. When a user tries to execute Risk Assessment, it errors out with a message saying the Risk Assessment must be completed.

The Helsinki Patch 8 fix for PRB723003 also includes a fix for PRB726440.


  • Ensure you are using a 32 bit Windows 7 VM:
  • Download Windows 7 and install as 32bit on VMware fusion here.

Steps to reproduce

In a Geneva instance:

  1. Install the 'Change Management - Risk Assessment' plugin with demo data.
  2. Set the form to load related lists on demand.
  3. Create a Change record with category Software and click Submit.
  4. Click Fill Out Risk Assessment.
  5. Fill in the survey and click Submit.
  6. Load the related lists to see the Risk Assessment list.

    See that the record is there; however, no "Completed by" or "Completed date" is populated.

  7. Click Execute Risk Assessment.

Note the message "A risk assessment is required..."

Cloud Management Application



AWS Discovery fails to discover images in US regions

Discovery fails while discovering Amazon Web Services when public images are in the payload. The Discovery log shows the following:

"Sensor error when processing <a href='{SYS_ID}> <u>AWSRESTProbe/https:{URL}</u></a>: Payload attachment exceeds the limit of 5242880 bytes set by system property com.glide.attachment.max_get_size."

This issue occurs because the public images in AWS for a particular region increases the payload attachment limit that is set on the instance through the com.glide.attachment.max_get_size property.

  1. Activate AWS and run Discovery.

    By default, both public and private images on AWS are retrieved in the payload.

  2. Go to to the Discovery Status record and look at the Discovery logs.



In CyberArk, getting a credential by IP where the IP is a substring of another fails For the CyberArk integration, if the credential ID is blank or cannot be found, it falls back to looking up the IP address. If the IP address lookup is a substring of another, it fails. For example, if we have and we also have, it fails. This is a CyberArk limitation.

Edge Encryption



Three known use cases can cause false Edge Encryption proxy outage alerts Three known use cases can cause false Edge Encryption proxy outage alerts. In each case, the string "No Edge Encryption proxy online" appears in the instance logs, which triggers the outage alert.

These three use cases can cause false outages:

  • A proxy starts up for the first time (Intermittent). When a brand new proxy connects to a freshly zbooted instance, it takes some time to start up after its registration, which can sometimes exceed the default 25-second outage time.
  • GlideCacheManager.invalidate() is called by a script.
  • An operation like upgrade script flushes the glide cache.

Edge Encryption


HTTP response code 504 and cross origin errors recorded when connecting through the Edge Encryption proxy When browsing through the Edge Encryption proxy, the browser records HTTP 504 response codes and CORS errors. The issue affects using POSTing records to the instance and clients using .NET as a source library.
  1. Connect to an instance through an Edge Encryption proxy.
  2. View the browser developer tools.

Note that there are occasional HTTP 504 response codes for presence calls: /amb/connect. They also contain occasional CORS errors.

Edge Encryption


List view of large tables (11M+ records) via proxy results in 504 gateway timeout error When viewing large tables via proxy (e.g. a table that has more than 11 million records), the user receives a 504 gateway timeout error. Navigating to this same list view directly through the instance works as expected.

In Chrome:

  1. Set up and register a proxy for an instance that has large tables (e.g. more than 11 million records).
  2. Via the instance, open task.list.

    This works as expected and will show you the total number of records (e.g. total of 11,107,452 records).

  3. On the proxy, open Developer Tools > Console in Chrome.
  4. Via the proxy, open task.list.

Expected result: task.list should render correctly when used via the proxy.

Actual result: The task list is not rendered, and the user sees an iframe with an empty <body>. The following error messages appears in the console:

"https://<name-of-instance>/ Failed to load resource: the server responded with a status of 504 (Gateway Timeout)"

Event Management


When drilling down from EM dashboard, Service Map displays very slowly Service Maps load very slowly when they are accessed via drill down from the Event Management Dashboard.
  1. Navigate to Events Management > Dashboard > Drill down to a service that has a big hierarchy of CIs.
  2. Change the time in time bar (i.e. slide the pointer).

The tree is refreshed within 10-20 seconds instead of being refreshed immediately.

Financial Management


Project Portfolio Suite with Financials 'Budget cost' field does not roll up the cost after making changes under Project Budget (related list)

The 'Budget cost' field is in the 'Financials' related list. This field is automatically populated from the project budget breakdowns in the cost plan breakdown table. When project funds are allocated for a fiscal year, the cost plan breakdown stores the budget allocation for each fiscal period. These amounts are rolled up and stored in the budget cost.

However, on some instances, the budget field behaves differently. It does not roll up the cost after any changes are made under the project budget.

In a Helsinki instance:

  1. Create any project, providing all necessary fields.
  2. Create a Cost plan for the cost project and save it, which loads the cost breakdown related list immediately.
  3. Create a Project budget.
  4. Make some changes to the Project budget.

Expected behavior: Amounts should be rolled up and stored in the budget cost.

Actual behavior: Changes made to the project budget will change the Budget field value under cost plan. However, it does not update the value for field 'Budget cost' under 'Financials'.

Import / Export



Journal fields "Additional comments" and "Work notes" cannot be exported in report When you try to export the incident_sla report in Excel, all columns except the journal fields "Additional comments" and "Work notes" are downloaded.
  1. Go to incident_sla.list and select any Incident.
  2. Add a comment to the incident to ensure that one of the Incidents in the report has a comment.
  3. Create a list report for the table incident_sla.
  4. Add the Task.Additional Comments and Task.Work Notes to the columns list.
  5. Run the report and export the list to a csv, excel, or pdf file.

Notice that the journal fields Additional comments and Work notes are not being exported.

Live Feed


Live Feed, NG shared components Live Feed does not load in Helsinki, and users are reporting performance degradation
  1. Make sure Live Feed has a few feeds and members.
  2. In a Helsinki instance using Internet Explorer, navigate to Live Feed.

Notice it takes a very long time for Live Feed to load in Internet Explorer.



In mobile UI client scripts, current roles are unavailable on the g_user object
  1. Create a client script that checks roles on g_user, for example:
    if ( g_user.hasRole('admin')) {
        alert('Hello Admin');
  2. Log in to the mobile app as an admin.

The message is not displayed.

Performance Analytics


"Daily Incident Collection" job is throwing NullPointerException at ( This intermittently results in inconsistent behavior in Performance Analytics.

Platform Miscellaneous


Large number of REST sessions in Helsinki Some users are seeing the creation of a large number of REST sessions and unnecessary prompts for local logins. This issue is related to Chat, VTB, Presence, and other message-based features.

Platform Performance


After upgrading to Helsinki, downloading attachments is slower than in Fuji In Helsinki instances, users are experiencing downloads that are 2-3 times slower than they were in Fuji.

Project Management


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

Resource Management


Resource workbench does not respond when there is a large number of overlapping resource plans

When there are many overlapping resource plans, the workbench takes a long time to load and becomes unresponsive.

  1. Create a large number of resource plans (around 70) for a single group with overlapping durations in a single year.
  2. Navigate to the Resource Workbench.
  3. Select Group and choose the group for which resource plans were created.

Notice that it takes more than 15 seconds to load the workbench, and after that the page goes unresponsive.

Security Applications


Security Incident Response PIR renders data in unreadable format The PIR does not render data correctly - the data is there, but it is not formatted correctly.
  1. Install the Security Incident Response plugin.
  2. Go to an open security incident or create one.
  3. Move the state to Review.
  4. Impersonate the 'Request Assessments' user.
  5. Go to My Assessments and Surveys, where you should see one for the incident you just moved to review. Complete it.
  6. Log back in as system administrator and go to the security incident.
  7. Go to Post-Incident Review.

Notice the report's summary contains unreadable, unformatted text.

Service Catalog



Variable derived (dot-walked) from a catalog item will not appear on a list report if user does not have catalog_admin role

A variable that is derived (dot-walked) from a catalog item will not appear on a list report if the user does not have the catalog_admin role.

This problem occurs if you run a report on the sc_req_item table and dot-walk into the Variables [+] element to select a catalog item and a variable within that catalog item.

Refer to the listed Known Error KB article for details.

Service Catalog


UI Policy not working for hiding variables in non-doc type UI

Service Catalog



Record producer variables are returning "undefined" instead of an empty string When a record producer with a variable of type Yes/No or Multiple Choice with 'none' included is used to produce a record, the variable returns "undefined" instead of an empty string.

Refer to the listed Known Error KB article for details.

Service Catalog


Excessive memory utilization from shared cache due to catalog item categories

Service Mapping


Unable to establish SSH connection from MID Server to other server

When trying to discover horizontally and top-down, the system shows an error that says, "unable to establish ssh connection to server..../" . It cannot identify the app, but it can identify other apps on the server.

For example, it is possible to connect to the MID Server and then connect using SSH to another server. Horizontal discovery was able to discover Apache and Tomcat servers, but not the app.

Service Mapping


"Floating" CI's with no relation to any Entry point in a BS When a user modifies the DNS name and the user manually adds a connection to the old DNS name, the result is a floating DNS cluster that is not connected to the business service.

Service Portal


If a requested item is ordered as part of an order guide from Service Portal, the Order Guide field on the Requested Item form does not show the order guide name If a requested item is ordered as part of an order guide, the Order Guide field on the Requested Item form should show the order guide name. However, when the request is submitted from Service Portal, the Order Guide field is empty.

In a Helsinki instance:

  1. Open the Service Portal home page.
  2. Navigate to Service Catalog > Can We Help You?
  3. Select New Hire (/sp?id=sc_cat_item_guide&sys_id=6690750f4f7b4200086eeed18110c761).

    This is an OOB Order Guide.

  4. Enter all mandatory fields.
  5. Click Submit.

    You will get a small pop-up near the header: "Created REQ0010011 - track using 'Requests' in the header or click here to view".

  6. Open this REQ and associated RITM.

In the RITM form, the Order Guide field is empty.

If this same request is submitted from Service Catalog (outside Service Portal), the Order Guide is populated correctly.

Service Portal



NG shared components On Service Portal, files larger than 25mb cannot be uploaded and no error message is displayed

The issue occurs in Service Portal and HR Service Portal. When trying to add an attachment to HR Case or any form on Service Portal, if the file is larger than 25mb, the upload does not work or even start. However, for smaller-sized attachments, the upload works correctly.

When the issue occurs, no message is displayed explaining the limitation. Note that outside the Service Portal, it is possible to upload an attachment of any size (default 1024mb) in HR Case form.

  1. Navigate to System Definition > Plugins.
  2. Find and open the record for Human Resources Application: Service Portal.
  3. Under Related Links, click Activate/Upgrade.
  4. Click Activate.
  5. When the activation process is complete, click View Plugin List.
  6. Navigate to HR - Case Management > HR Service Portal.
  7. Under Browse HR Service Catalog, click General Inquiries.
  8. Click General Inquiries.
  9. In What is your question, type some text.
  10. Add an attachment larger than 25mb.

Note that no file is uploaded and no error message is displayed.

Other Helsinki Patch 8 information


Configure the CyberArk credential identifier: Create the unique key that CyberArk can use to identify specific credentials in the external repository

Steps 6 and 7 have been updated. Step 6 now includes a detailed breakdown on how to format the Credential ID field.

Fixes included with Helsinki Patch 8

* 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.