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Helsinki Patch 9

Helsinki Patch 9

The Helsinki Patch 9 release contains fixes to these problems.

Helsinki Patch 9 was released on February 14, 2017.
Build date: 02-07-2017_2304
Build tag: glide-helsinki-03-16-2016__patch9-01-27-2017

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 9 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 9, refer to KB0621356.

Notable Fixes

The following problems and their fixes are ordered by potential impact to customers, starting with the most significant fixes.
ProblemShort descriptionDescriptionSteps to reproduce

Chat

PRB678868

KB0597754

When a Connect conversation is in full view, requests flood the default semaphore queue and cause other requests to be rejected on the affected node (429 errors)In full view, Connect conversations shake when the conversation is long enough to introduce the scrollbar. When the scrollbar shakes, many GET requests occur and cause 429 errors because there are too many requests currently in the queue.

Refer to the listed Known Error KB article for details.

User Interface (UI)

PRB716032

KB0598890

User preferences are incorrectly being set to false, breaking homepages and related listsRelated lists are disabled for the user until an accepted value is entered. This causes errors when loading homepages and dashboards.
  1. At the bottom of a browser console, enter
    CustomEvent.fireAll(undefined,false);
  2. Refresh the browser and click the gear icon.

Note that in General, Home has no default selections - neither Homepages nor Dashboards were selected.

Refer to the listed Known Error KB article for details.

Performance Statistics and Graphs

PRB698328

KB0621158

Blank lists might display when trying to view a table

Many operations, like loading the list view for a table, are timed for building performance metrics. An issue with this timing causes the transaction it is timing to error out.

One possible symptom is seeing a blank list when trying to visit a table despite not failing any ACLs. The issue resolves itself in a few hours or days.

User Interface (UI)

PRB720998

KB0610429

Activity stream does not load if relationship changes are in the feed and modifications were made by an invalid or nonexistent userActivity stream does not load if relationship changes are in the feed and modifications were made by an invalid user or a user that no longer exists.
  1. Impersonate an admin user (e.g. Fred Luddy).
  2. Navigate to Incident > Open.
  3. Select any Incident and note its number.
  4. Right-click in the form header and choose Configure > Related Lists.
  5. Add Task->Parent to the Selected list and click Save.
  6. Go to the Tasks related list on your Incident and click Edit.
  7. Move any Task to selected and click Save.

    An activity stream entry for your relationship change is displayed.

  8. Delete / change the user ID from the admin account (e.g. Fred Luddy).
  9. Reload the Incident from step 3.

Note that instead of the user ID for the invalid account being displayed, the activity stream does not load, and NPE errors are listed in the logs.

Edge Encryption

PRB756425

A network outage can cause the proxy server to give up trying to connect back to the instance

This issue only affects Edge Encryption users.

Users should be able to set the connection retry interval and retry limit for the proxy server.

The fix for this PRB allows users to set the retry interval and limit with the edgeencryption.register.retry.count property. The default value for the connection retry interval is 5 seconds, and the default value for the retry limit is 0. When the retry limit is set to 0, the proxy server will attempt to reconnect until a connection is established. See Edge Encryption general properties for details.

All Other Fixes

Problem categoryAffected PluginsShort descriptionDescriptionSteps to reproduce

Asynchronous Message Bus

PRB732813

After upgrading to Helsinki, "HttpClient" thread count grows on the MID Server

Authentication

PRB697286

KB0598920

SAML 2 memory utilization

The SAML 2 plugin is storing an array of request IDs in the HTTP session. Usually the array is small with only one item, but a Rhino NativeArray object is being stored. The retained size of a Rhino NativeArray object with one item is approximately 120K.

Only SAML users are affected by this issue.

Refer to the listed Known Error KB article for details.

Chat

PRB718493

Connect, Connect Support, NG shared componentsUsing 'Chat Live with Support' on the iOS mobile app causes user messages to be erased as they type

Using the iOS mobile app:

  1. Navigate to Service Portal > Home.
  2. Hit the Menu button in the top right and tap Chat Live with Support.
  3. Send the first question in the chat.
  4. Then, starting typing and sending messages.

Eventually, messages will begin to get erased as you type. For example, if you start typing "test test test", suddenly you will be typing in an empty text field.

Chat

PRB717327

ChatUsing Legacy Chat in Helsinki, the chat client user does not see responses until the chat window is reopened

This issue occurs when a user launches chat using a link within a CMS page. This is done using the format outlined in Link syntax.

When the CMS page is loaded within the nav frame, the chat window loads. However, the user will not get the initial response from the queue or any responses from the support tech. If the caller closes the chat window and starts another chat, the issue no longer occurs.

When the CMS page is loaded outside of the nav frame, the issue does not occur at all.

Configuration Management Database (CMDB)

PRB717738

Configuration Management (CMDB)'CMDB Health Dashboard - Correctness' is not getting updated

Configuration Management Database (CMDB)

PRB709808

Configuration Management (CMDB)Unable to add or modify widgets on the CMDB DashboardOn the CMDB dashboard, the user can click the add content + symbol, but there are no drop zones to place the selected widget.
  1. Open a CI record, and then click the Dashboard button.
  2. Click the add content (+) icon.

You can select a widget, but there are no drop zones to place the widget in the dashboard.

Configuration Management Database (CMDB)

PRB719770

Configuration Management (CMDB)Incorrect values for metric scores and total processed CIs on the CMDB Health DashboardThis issue occurs when metrics reach the maximum failures.

Currency

PRB675746

Unique key violation is seen when record watcher is enabled on tables with currency fieldWhen the record watcher is enabled on tables with currency values and are update synced, unique key violation errors occur.

Currency

PRB744173

Currency values are rounded to integers when the user's locale is jp.JP

Currency values are displayed incorrectly. This issue occurs when using IE11 with the browser language set to 'jp-JP' as the priority (i.e. above other languages or as the only preference). Items are displayed with either of these issues:

  • The item has a '$' prefix, and its price is rounded up. For example, if an item's price is '100.99', it displays as '101'.
  • The item has a '¥' prefix, but the decimal digits are incorrect (e.g. 4 digits).

To activate the Helsinki fix, create and set the system property glide.currency_price.set_fraction_digits to true. This will format currency values with a maximum of 2 fraction digits regardless of the locale. The default false will retain old behavior.

In Istanbul, currency/price fields support up to 4 fraction digits. When the property glide.currency_price.use_all_fraction_digits is set to 'true', display values returned by currency/price fields are formatted to return up to 4 fraction digits in any locale. The minimum number of fraction digits is determined by the locale. For example, if a jp.JP user enters values with fraction digits (1-4), then that number of fraction digits are shown. If no fraction digits are not entered, then none are shown.

See the Istanbul product documentation for details:

Using IE11:

  1. Set the browser language setting to jp-JP, and rank it above other languages (such as English).
  2. Log in to an OOB instance.
  3. Navigate to any price-related items (e.g. Service Catalog > Hardware items).

Note that the prices are displayed with the '$' prefix, and the values are rounded up.

Customer Service Management

PRB698747

Targeted CommunicationsTargeted Communications - BCC'd email recipients are listed in 'To'In Targeted Communications, BCC'd email recipients are listed in the 'To' list instead of the 'BCC' list.
  1. As a publication author, create a recipient list (e.g. Consumers).
  2. Create a publication and add the recipient list that you created.

Expected behavior: The email recipients should be in the 'BCC' list.

Actual behavior: Once the publication is published, the recipients are notified.

Discovery

PRB714435

Session pool fails to unblock borrows when returning failed connectionsApache Commons Pool does not check for blocked borrowers when returning objects that fail with testOnReturn enabled.

Email

PRB673943

System property glide.email.forward_from_prefix update not functioning as expected

If the 'glide.email.forward_from_prefix' property is set with a value of 'from:' (without the quotes), and if the email starts with 'from:' (without the quotes, no leading spaces, or characters), the email is not treated as a Forward. It is treated as a new email instead.

If there are leading spaces or any other text before 'from:' or 'From:'), the email is correctly treated as a Forward. The expectation is that if the email has "from:" or "From:" anywhere in the body, it will be treated as a forward.

This is the message in the logs: Classified as new; Email looked like a forward, but was not marked as such because no keys from property glide.email.forward_from_prefix were found.

Financial Management

PRB742326

Allocation Engine is generating lines very slowly

For some users, the ITFM Allocation Engine and its jobs run for a long time.

For example, the Allocating Expenses job took 36 hours for a user. The long job duration occurred because millions of allocation lines were being generated for the user, and inserting the millions of lines took a long time.

The ITFM product documentation was updated with details on this PRB fix, which provides the ability to generate allocation lines as needed.

  • Create a cost model with the Cost Model form

    Under Financial Model form fields, see Choose Segments for GL Expense Lines for details on this new field that allows you to choose segments to generate the GL expense lines in the itfm_allocation table.

  • Create a breakdown relationship

    After creating a cost model, define a breakdown relationship between required segments to view cost lines generated between the segments.

  • Generate controlled cost lines

    After creating a breakdown relationship, generate controlled cost lines. Before Helsinki Patch 9 and in Istanbul, cost lines generated in itfm_allocation_aggregates were a multi-model data enabling you to view cost split in any segment combination, which did not assist in performance or save the database space. To overcome this, Generate Controlled Cost Lines functionality is introduced for you to control the required allocation lines per your business needs.

Forms

PRB733103

Activity stream appears as emptySome users are experiencing issues with the activity stream - users cannot view work notes and additional comments. This issue affects any journal fields (e.g. work notes, comments, or custom types).
  1. Perform a cache flush.
  2. Open an incident and fill the Short description with: Here's a test.
  3. Submit the incident.
  4. Go to /incident_list.do.
  5. Open any other incident.

Note the activity stream remains empty. Errors appear in the developer console.

Governance, Risk and Compliance

PRB722431

Manual indicators may error with 'GRC indicator nightly run'When there is an active Manual indicator that has no 'reference_table' set, the GRC indicator nightly run scheduled job will prematurely error and stop.

Activate the Governance, Risk, and Compliance (GRC) [com.snc.governance] plugin with demo data.

  1. Navigate to Policy & Compliance > Indicators.
  2. Create new a Collection:
    • Frequency: Daily
    • Type: Manual
    • Item: <any>.
  3. Go to Scripts - Background and run:
    new IndicatorEngine().runAllIndicators();

Expected behavior: The appropriate indicator tasks are created.

Actual behavior: The IndicatorEngine stops prematurely and errors.

Import / Export

PRB678591

After Geneva upgrade, columns in Excel export auto-wrap and do not automatically resize the width to fit all content in one lineIn Fuji, columns in Excel exports were resized automatically to fit the width of all content in one line on an Excel export. This behavior changed in Geneva - all columns are exported as a fixed with by default, and the text for each field wraps to the next line.

In a Fuji instance

  1. Open any list report.
  2. Export the report to Excel.

    The column width automatically resizes.

In a Geneva instance

  1. Open any list report.
  2. Export the report to Excel.

    The column width is fixed with text wrapping.

Knowledge Management

PRB670500

Table styling from imported doc file is stripped out when document is imported into KnowledgeWhen a document is imported into Knowledge, the imported file loses its table styling. The table structure is still present and works as expected, but its styling is lost.

On an instance that has the "import" feature for Knowledge:

  1. Find a document contains a styled table.
  2. Drag and drop the file to the Knowledge Homepage. Then, follow the popup's instructions to import the file.
  3. Go to the KB record and click Edit.

    Notice that the table structure is displaying as expected.

  4. View the KB article.

The table does not look like a table because its styling is lost.

Knowledge Management

PRB667848

Knowledge Management V3KB header that has Attach to [Task] button is not available for certain users due to conditions in 'kb_view_common' UI MacroWhen users try to attach a knowledge article from the short description in an incident form, the header on the kbpop window is hidden, and the user does not have the option to attach the KB article to the incident.

Make sure property 'glide.knowman.show_flag' is turned off, and the user does not pass canContribute.

  1. Impersonate a user who has access to create and modify incidents.
  2. Disable contextual search on the incident form.
  3. Open any incident and click the Search knowledge icon next to the short description.
  4. Select any knowledge article.

Notice the user does not have the option to Attach to Incident.

Expected behavior: If a user has access to update or create an incident, they should be able to attach a KB article to the incident.

Actual behavior: If a user passes canContribute condition for a knowledge article or if the property 'glide.knowman.show_flag' is true, then the user can attach a KB to the incident.

Knowledge Management

PRB734679

Knowledge Management V3When ESS users access the Knowledge homepage, categories intermittently do not show upESS users are experiencing intermittent issues with categories on the Knowledge homepage. When some ESS users click the ESS link to the Knowledge page, no categories are loaded. Sometimes, all categories load correctly.

This issue occurs intermittently.

  1. Log in to an instance as an admin user.
  2. Navigate to Self-Service > Knowledge > Knowledge Bases.
  3. Make one knowledge base active, and make the remaining knowledge bases inactive.
  4. Navigate to ESS.
  5. Press command and click the knowledge link 20-30 times continuously on that page. This will cause 20-30 tabs to open.

In some of these tabs, the categories do not load.

Expected behavior: The categories load on the knowledge base home.

Actual behavior: The categories do not load.

Knowledge Management

PRB718012

Knowledge Management V3Users can select knowledge base to 'Import Articles' even though they do not have contribution access to that KB When a user tries to import an article using the 'Import Article' button found on the Knowledge homepage, they are able to select a knowledge base that they do not have contributing access to.

Part 1: Give access to the 'Import Articles' button to Adela (demo user).

  1. Log in as a user with elevated privileges.
  2. Navigate to Knowledge > Administration > Knowledge Bases.
  3. Click on the IT knowledge base.
  4. Under the Can Contribute section, click on the user criteria The ACME North America IT Department.
  5. Uncheck the Match All checkbox, and add Adela Cervantsz to the Users field.

Part 2: Reproduce the issue.

  1. Impersonate Adela Cervantsz.
  2. Navigate to Self-Service > Knowledge.
  3. Click Import Articles.
  4. Click on the dropdown list field Knowledge Bases.

Note that the 'Knowledge' KB is one of the options, even though the user do not have 'contribute' access to the Knowledge KB.

Knowledge Management

PRB721929

Knowledge Management V3Resizing issues with Knowledge pagesKnowledge pages are not always resized properly - some pages are cut off. In addition, the Knowledge ESS script should only run when knowledge pages are being rendered.

Knowledge Management

PRB687945

KB0596764

Users with knowledge_admin role do not have read/write access to all knowledge basesUsers with knowledge_admin role should have read/write access to all knowledge bases regardless of user criteria.

Refer to the listed Known Error KB article for details.

Language and Translations

PRB720903

Additional Helsinki translationsSome translations need to be added for user-facing messages.

Performance Analytics

PRB726997

Performance AnalyticsRecords not appearing when the Records tab is selected

When the Records tab is selected, records are not shown. Instead, the chart is still displayed.

This issue may also affect users who are viewing a detailed scorecard from a different timezone. To reproduce this issue, set a job to collect for Number of open incidents in the 'Pacific/Auckland' timezone and view the scorecard as a user from the Amsterdam timezone. Even though collection happens until yesterday. the record tab is not shown for yesterday's score.

  1. Collect for the indicator until today (i.e. set the value Relative End to 0).
  2. Open the indicator and turn off real-time scores.
  3. Click today's date in the graph.
  4. Click the Records tab.

Expected result: The Records tab shows the records that contribute to the score.

Actual result: The Records tab is selected but the Chart is displayed. No records are shown.

Persistence

PRB675240

Update or Insert incident causes "Lock Wait TimeOut Exceeded, try restarting transaction" due to update set changing default value or adding boolean fieldLong-running transactions updating the task table can fail when new fields are added to the Incident form. The system does not batch or limit the UPDATE that initially populates the default value when fields are first created, resulting in an UPDATE statement that always targets the entire table. These long-running updates can block reads against that table and can cause an outage.

Platform Security

PRB735958

Virtual tables do not work with read-only mode A symptom of this issue is that an instance's plugin list appears as empty.
  1. Navigate to v_plugin_list.do. Note table is empty.
  2. Clear the cache.
  3. Reload the plugins.

The plugins appear.

Platform Security

PRB734805

User roles are deleted when 'glide.role_management.use.inh_count' is true without Role Management V2 pluginWhen the property 'glide.role_management.use.inh_count' is manually created on an instance without activating the Role Management V2 plugin (com.glide.role_management.inh_count), it ends up deleting entries in the sys_user_has_role table that are marked with 'inherited' true.

On an instance that does not have Role Management V2 plugin, create a new system property 'glide.role_management.use.inh_count' set to true.

Notice that as you make changes to the user roles, some of the inherited roles are automatically deleted.

Project Management

PRB710090

Scroll focuses to the top when certain changes are made to a task via the planning consoleIf a user makes a change such as updating a task's dependencies, the planning console will focus scroll to the top of the page.

Ensure the PPM plugin is activated with demo data.

  1. Open the planning console and select a project with at least 20 tasks.
  2. Expand the tasks so that a scroll bar appears.
  3. Scroll down as far as possible and connect a task dependency to another task.

Expected behavior: The loading progress icon should appear, and the user should stay in the same location while making the update.

Actual behavior: Loading finishes and the screen focuses to the top of the page.

Reporting

PRB718174

When using the MAP type, incorrect data and indexes can result in performance issues

This issue affects users who have a database with large amounts of data containing:

  • invalid location fields
  • mapping that does not have the same literals for countries

Scheduled Job Processing

PRB732745

GlideSchedulerWorker occasionally throws NullPointerException

Security Incident Response

PRB732930

Security Incident ResponseSecurity Incident Response plugin is causing issues with attachments and work notesThe Security Incident Response plugin is stopping user access to journal fields on any non-task table.

Service Catalog

PRB679719

In scriptable order guides, variables in a variable set do not cascade

Service Catalog

PRB669691

Attachments are removed from requested itemsThe 'Order Now' function does not carry over attachments from the cart to the requested item.
  1. Go to a catalog item order page.
  2. Add an attachment to it and click Order Now.
  3. Open the generated requested item.

Note there is no attachment associated with it.

Service Catalog

PRB691890

KB0621307

Forms do not display correctly in list or form view when hovering over some reference iconsIn a list or form view, if a user hovers over a reference icon with a sys_popup view containing a variable editor, the form 'moves' or 'bounces' on the screen. If the variable editor is removed from the equation, the issue does not occur.

Refer to the listed Known Error KB article for details.

Service Catalog

PRB712453

KB0621186

Cart layouts are not functioning correctlyIf Price, Quantity or Subtotal are unchecked, the Item Ordering Widget is not visible.
  1. Navigate to Maintain Cart Layouts > Shopping Cart Widget.
  2. Uncheck Visible and save.
  3. Navigate to Maintain Cart Layouts > Item Ordering Widget.
  4. Fill in the form in the Components section as follows:
    • Price - Uncheck
    • Recurring price - Check
    • Quantity - Uncheck
    • Subtotal - Uncheck
    • Recurring subtotal - Check
    • Delivery time - Check
  5. Go to a Catalog Item.

Notice the entire Item Ordering Widget is not visible. If you check any one of the check boxes for Price, Quantity or Subtotal, then the Item Ordering Widget is visible.

Service Catalog

PRB705073

Unable to select text in read-only variables using Firefox
  1. Find a catalog item with a string variable on it, or add a string variable to an existing catalog item.
  2. Configure the variable form and add the write roles field.
  3. Add a write role of Admin to the variable.
  4. As admin, order your item and provide a value for the variable.
  5. Using Firefox, log in as a non-admin user with access to view the requested item.
  6. Try to copy the text in the read-only variable.

Note that you cannot select or copy text.

Service Mapping

PRB733872

Service Mapping performance issuesSome users are experiencing performance issues with Service Mapping. When changes occur around the same time in multiple business services, the service model re-computations take a long time and occupy all worker threads.

Service Mapping

PRB752105

Business Service Map: Connecting to existing service/create new service is disabled on connection leading from NATUpon right-clicking on an outgoing connection from NAT, users should be able to connect to an existing service or create a new service.

Service Portal

PRB730090

Catalog item quantity selector is not displayed for non-admins This issue occurs when the glide.sc.allow.quantity property is empty.

Activate the 'Service Portal for Enterprise Service Management' plugin.

  1. Impersonate an admin user.
  2. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
  3. Open the catalog item Apple iPhone 5 and click Try it.

    Notice that the quantity choice list is showing correctly.

  4. Impersonate an itil user and notice that even for this user, the quantity choice list shows up.
  5. Navigate to Service Portal (/sp) and open the catalog item.

The quantity should show up for the itil user in Service Portal, but it does not. It only displays for the admin user.

Service Portal

PRB715696

KB0610284

Service Catalog subcategories do not display when no item is on the category levelService Portal Service Catalog categories and their subcategories do not display when there is no item on the category level.
  1. Create a catalog category with no items associated to it.
  2. Create a subcategory in that category and associate items to it.
  3. View the category or a list of categories including yours in the standard Service Catalog.

    Note that Category (empty) and subcategories (not empty) display.

  4. View the category or a list of categories including yours in the Service Portal Catalog.

    Note that the Category does not display and neither do subcategories.

Studio

PRB636482

Scoped apps: Activity Formatter not supported for configuration

The activity formatter is global and available to all task tables. To configure it for a specific table, users must create a system property formatted as follows: glide.ui.<MY CUSTOM TABLE>_activity.fields

However, in a scoped application, it is <MY SCOPE>.glide.ui.<MY CUSTOM TABLE>_activity.fields. This does not work properly.

Transaction and Session Management

PRB717011

Cancelling a transaction due to database connection exhaustion leads to infinite loop and StackOverflowErrorWhen there are no database connections available, each thread will enter a slow recursive loop. The thread tries to obtain a connection, fails, cancels the current transaction, tries to log about the cancellation, which requires a database connection, and so on. Eventually, the thread will encounter a StackOverflowError.

Update Sets

PRB636890

Field Label is not captured in update set if created through 'Form Layout'

If a new field is created by going to Configure > Form Layout, a sys_dictionary and sys_documentation record are created. However, if you look at the update set you are currently working in, you will only see the insert of the sys_dictionary record.

If a new field is created by going to Configure > Table and inserting a new row in the Table Column related list, both records are created as expected. In addition, both records are captured in the sys_update_xml table as a customer update.

There is inconsistency between these two methods that should result in the same output.

Update Sets

PRB671146

System Update Sets PreviewError when previewing/committing update set with an unusually formatted payloadSome specific update set payloads that have been formatted with line breaks can cause errors when previewing/committing. This PRB only addresses updates with line breaks in the payload element AND the payload starts with: <record_update> <sys_dictionary ...

Upgrade Engine Issues

PRB689703

When the scheduler is backed up with queued jobs, the upgrade job can be delayedCustomer expectations of a prompt upgrade are not met when their scheduler is backed up with queued jobs.
  1. Create a large amount of (>1000) schedule jobs (sys_trigger) with scripts that runs for a few seconds (e.g., with script 'gs.sleep(2000);') with priority <= 100 (lower number means higher priority).
  2. Schedule them to be ran at the same time in the near future.
  3. Wait for the time the jobs are scheduled to be ran.
  4. Monitor the sys_trigger table and the background job related localhost log.

Expected result: The Upgrade job that runs every 1 hour shouldn't be delayed too much.

Actual result: The scheduler is busy processing the scheduled jobs in step 1. The Upgrade job in sys_trigger that is supposed to run every 1 hour to check if the instance needs to be upgrade is delayed to run due to the scheduler being backed up with queued jobs.

Upgrade Engine Issues

PRB689628

Upgrade monitor is stuck in finalizing stage for a long time when the scheduler is backed up with queued jobsIn the finalizing stage, the upgrade monitor waits for the upgrade to be summarized. However, the upgrade summary job's priority is relatively low, and there are other jobs with the same or higher priority that were scheduled before or during the upgrade. Thus, the upgrade summary job is scheduled to run very late and the upgrade monitor is stuck in the 'finalizing' stage for a long time.

User Interface (UI)

PRB679644

KB0610408

List v3 ignores the glide.ui.goto_use_contains system propertyOn Helsinki instances, List v3 ignores the glide.ui.goto_use_contains system property.

Refer to the listed Known Error KB article for details.

Platform Security

PRB734805

User roles are deleted when 'glide.role_management.use.inh_count' is true without Role Management V2 pluginWhen the property 'glide.role_management.use.inh_count' is manually created on an instance without activating the Role Management V2 plugin (com.glide.role_management.inh_count), it ends up deleting entries in the sys_user_has_role table that are marked with 'inherited' true.

On an instance that does not have Role Management V2 plugin, create a new system property 'glide.role_management.use.inh_count' set to true.

Notice that as you make changes to the user roles, some of the inherited roles are automatically deleted.

User Interface (UI)

PRB664085

NG shared componentsMultiple user updates on a record create duplicate activity stream timestamps on the form and list stream
  1. Log into two different browser sessions as user A and user B.
  2. As user A, type a comment. Do not refresh the page.
  3. As user B, update the short description. Do not refresh the page.

Note that double entries appear on the form and list activity streams. If you refresh the page, the duplicate disappear.

User Interface (UI)

PRB692578

KB0598164

Records created via Parent and Child Templates are not properly linkedRecords created from Parent/Child templates may not be linked by the correct field. For example, Change Task records may be linked to a Change Request record by the Parent field, instead of the Change Request field, which may not be displayed on the Change Task > Change Request related list.

Refer to the listed Known Error KB article for details.

User Interface (UI)

PRB657559

KB0564244

Template Dialog has double save buttons with UI advanced property enabledWhen the system property [glide.ui.advanced] is set to true, two Save UI Action buttons are visible when creating a new template for Incident.

Refer to the listed Known Error KB article for details.

Visual Task Boards

PRB715399

KB0610431

Visual Task BoardsVisual Task Boards that point to overlapping vtb_task records can prevent non-admins from seeing cardsIf a user creates a task board against the vtb_task table and then another user creates a task board that includes overlapping records with the first, the boards will no longer display all the cards unless the user is logged in as an admin. The VTBTaskSecurity script include that is used to evaluated read ACL security for vtb_task records does not handle the case where vtb_task records may be referenced in more than one card.
  1. Impersonate an ITIL user.
  2. Navigate to Self-Service > Visual Task Boards.
  3. Click Create Freeform Board.

    Using the freeform format ensures that the vtb_task table is utilized.

  4. Create one task for each lane (To Do, Doing, and Done).
  5. Add Beth Anglin as a member.
  6. Impersonate Beth Anglin.
  7. Navigate to Self-Service > Visual Task Boards.
  8. Open the board you created in step 3.
  9. Ensure that you can see the tasks created in step 4 while logged in as Beth Anglin.
  10. Still logged in as Beth, in the Application Navigator, type vtb_task.list in the Filter navigator field and press enter or return on your keyboard.
  11. Create a new visual task board by right-clicking next to the column header Number and selecting Show Visual Task Board.
  12. Impersonate the ITIL user from step 1.
  13. Navigate to Self-Service > Visual Task Boards.
  14. Open the board created in step 3..

Note that 2 of the 3 cards are missing. All of the cards are displayed for users logged in as admin.

Visual Task Boards

PRB716040

Visual Task BoardsUpgrading from Fuji to Geneva does not replace the script includes named 'VTBTaskSecurity'When users upgrade from Fuji to Geneva, the 'VTBTaskSecurity' script includes are not replaced. Instead, a new script include is created with the same name and a new sys ID.

Make sure that the Visual Task Boards plugin is activated.

  1. Provision a Fuji instance (e.g. Fuji Patch 10).
  2. Navigate to System Definitions > Script Includes > script include with name VTBTaskSecurity and sys ID '55112d03eb30310007e48c1cf106fe23'.
  3. Upgrade the instance to Geneva Patch 7.

Once the upgrade is complete, notice that there are now two script includes with the same name and different sys IDs (one with '55112d03eb30310007e48c1cf106fe23' and the other with 'c0e5f973c300020038e7fe0712d3aedc').

Expected behavior: There should be only one script includes with that name.

Actual behavior: There are two script includes with the same name.

Web Services

PRB723438

SOAP requests for records that contain workflow stage display values may execute slower after EurekaWhen using ODBC to query the sc_req_item table, the individual SOAP calls to /sc_req_item.do?redirectSupported= true&SOAP&displayvalue=all take longer in Helsinki than they did in Eureka.
  1. Order an item from the service catalog that uses a workflow for fulfillment AND that workflow uses stages.
  2. Create a SOAP request that queries for the record produced in step 1.
  3. Measure the time it takes to complete step #2, and compare this time to a Eureka instance.

The SOAP request will take longer for instances running post-Eureka versions.

Note: For most instances, the difference is only a 10-20ms per record. However, in some instances with a large amount of possible stage values, the difference can be significant.

Other Helsinki Patch 9 information

  • Edge Encryption
    • Edge Encryption general properties

      The edgeencryption.register.retry.count allows users to set the maximum number of times the proxy will ping the instance to try to register. The default is 0 (no limit).

  • Financial Management
    • Create a cost model with the Cost Model form

      Under Financial Model form fields, see Choose Segments for GL Expense Lines for details on this new field that allows you to choose segments to generate the GL expense lines in the itfm_allocation table.

    • Create a breakdown relationship

      After creating a cost model, define a breakdown relationship between required segments to view cost lines generated between the segments.

    • Generate controlled cost lines

      After creating a breakdown relationship, generate controlled cost lines. Before Helsinki Patch 9 and in Istanbul, cost lines generated in itfm_allocation_aggregates were a multi-model data enabling you to view cost split in any segment combination, which did not assist in performance or save the database space. To overcome this, Generate Controlled Cost Lines functionality is introduced for you to control the required allocation lines per your business needs.

  • Knowledge Management

Fixes included with Helsinki Patch 9

* 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.

Products > Release Notes; Versions > Helsinki