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Istanbul security and notable fixes

Istanbul security and notable fixes

The Istanbul release contains fixes to these problems.

Istanbul was released on November 28, 2016.
Build date: 11-18-2016_1553
Build tag: glide-istanbul-09-23-2016__patch0-10-05-2016

For more information about how to upgrade an instance, refer to Upgrade to Istanbul.

For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable, sortable version of Istanbul fixed problems, see KB0598935.
Note: This version is approved for FedRAMP.

Security-related Fixes

Istanbul 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 Istanbul, refer to KB0598240.

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

Transaction and Session Management



MID Server stops communicating to the instance and continuously produces the socket timeout error: Accepted with code: 202

Recycled requests cause session leak issues. This results in either of these behaviors:

  • MID Server stops communicating with the instance and continuously produces the socket timeout error: Accepted with code: 202, until the user upgrades to a fixed version.
  • Stuck sessions in the transaction queue. In this case, users receive 429 "Rejecting request" errors due to the session leaks.

This is caused by the platform holding a session sync on a transaction that has been cancelled.

Refer to the listed Known Error KB article for details.

User Interface (UI)



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



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



ServletTransaction does not account for recycled requests and leaves sessions in session sync The RESTAPIProcessor throws an exception that causes the transaction to be cancelled, but not release the session sync on the session. This results in sessions "leaking" in the queue and can eventually, in a worst case scenario, consume the whole transaction queue. The affected end user(s) experiences HTTP 429 "Rejecting request" errors.

Refer to the listed Known Error KB article for details.

Service Catalog



Catalog UI policy on a new variable on a catalog item causes error on existing request items without the new variable If a new variable or UI policy is added to an existing catalog item, fulfillers still working on existing requested items see an error.
  1. Create a new catalog item and add several variables to the item.
  2. Add a UI policy on any of the variables.
  3. Order the item. Note that the variables are visible in the requested item.
  4. Add a new variable to the item.
  5. Update the UI policy with the new variable.
  6. Open the old requested item.
An error message is displayed:
TypeError: g_form.getAppliedFieldName is not a function

Refer to the listed Known Error KB article for details.




Task Table flattening or Task Table extensions can exceed the row size limit of 8126, causing Task hierarchy errors and task table functionality degradation

For instances using a MySQL database, we use MySQL's InnoDB engine (Antelope version) for the tables our platform creates. This InnoDB engine version allows us to define a table schema where the row size can theoretically surpass the 8126 byte limit.

While all field types can contribute to the row size limit, usually any table with many large string (mediumtext) columns is more likely to be at risk.

Refer to the listed Known Error KB article for details.

Refer to the listed Known Error KB article for details.

User Interface (UI)


TinyMCE image attachment option does not work on knowledge articles using IE11 It is not possible to add an image via an attachment on a kb_knowledge record using TinyMCE.
  1. Using IE11, navigate to a Knowledge article.
  2. Click Add image. Select Type: Attachment.
  3. Upload an image.
  4. Click OK.

Nothing happens and a console error is thrown.

Table Rotation/Extension



In Table Rotation/Extension, any index name that begins with "u" and is defined on the base shard is not added to newly created shards In Table Rotation/Extension, any index name that begins with "u" and is defined on the base shard is not added to newly created shards. The main table affected is new shards of sys_email. For sys_email, each new table shard is queried by the POP Reader job. The missing index for this new shard on the "uid" column causes substantial delays with the POP Reader job.

Refer to the listed Known Error KB article for details.

User Interface (UI)



Safari 10.x in MacOS Sierra sends users to UI11

When a user logs into certain versions of a Fuji, Geneva, and Helsinki instance using Safari 10.0 (Mac Sierra beta version), they are redirected to UI11/U14.

The user agent off of the new Safari 10 is: "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12) AppleWebKit/602.1.38 (KHTML, like Gecko) Version/10.0 Safari/602.1.38".

Refer to the listed Known Error KB article for details.

Service Catalog


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



Variables are not aligned on sc_req_item page if using variable set Fields in variable sets are not aligning with other variables on the sc_req_item page.
  1. Open an instance with the Geneva release installed.
  2. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
  3. Open the item Packing and Shipping.
  4. In the Variable Sets tab or section, click New.
  5. Fill in the following fields:
    • Name: Customer
    • Order: 100
    • Layout: 1 Column Wide
  6. Click Submit.
  7. In the Variables tab or section, click New.
  8. In Type, select Single Line Text.
  9. Click Submit.
  10. On the Catalog Item record for Packing and Shipping, click Try It.
  11. Fill in the mandatory fields.
  12. Click Order Now. The variables are not aligned on the created sc_req_item.
Knowledge Management



Clicking Knowledge > Create New from the Application menu leads to a read-only page Clicking Knowledge > Create New from the Application navigator leads to a read-only page when an instance has been upgraded from Knowledge V2 to V3, and the instance does not have any V3 Knowledge Bases. This problem has manifested in Fuji Patch 12 and Geneva Patch 5.
  1. In the Application navigator, navigate to Knowledge > Articles.
  2. Click Create New.
Note that all fields are read-only.




If the Activities Formatter is moved to a new section, the Additional Comments field appears in that location If you move the Activities Formatter in a different section/tab, the Additional Comments field moves from its section/tab to the location of the Activities Formatter.
  1. In the incident form, add a Comments section and add an Additional Comments field to this section.
  2. Reload the form.

    Note that the Additional Comments input box is in the correct section/tab.

  3. Add a new section, and add the Activities Formatter to the new section.
  4. Reload the form.

    Note that the Additional Comments input box is no longer in the Comments section but has moved to the new section containing the Activities Formatter.

Service Catalog



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

User Interface (UI)



Accessing a public report from type List deletes the default record of the report table from sys_ui_list, causing the default list for a table to revert to its system-generated version When having a public report from type list, accessing it results a deletion of the default record from the sys_ui_list table. This means that the list layout which was configured by the administrator is lost. In addition, a record is created by the guest user on the sys_ui_list table, where the View field is empty.
  1. Clear the cache.
  2. Navigate to incident.list.
  3. Confirm that there is a list for the incident table on the default view by going to the following URL - leave this window/tab open to refresh later:
  4. Create a public list type report on the incident table.
    • Navigate to Reports > View/Run > Create a Report.
    • Data: Table, Incident
    • Save.
    • From the Save drop down arrow, click Publish > Copy Public URL.
  5. Open an incognito window or another browser to make sure you have no active sessions to the system you were in.
  6. View the URL copied in step 4, and then close that browser.
  7. Refresh the list from step 3.

Note that your task list is no longer there.

Service Catalog



Catalog UI policies are not applying to variables in a RITM / Catalog Task variable editor when read-only Catalog UI policies and catalog client scripts set to 'Applies on Requested Items' or 'Applies on Catalog Tasks' can fail when a write-role has been specified on the variable and a user views the record while logged in as (impersonating) a user that fails the role check.

Refer to the listed Known Error KB article for details.

Platform Performance


Scheduled jobs (for example, events process) that have active/all node job configuration are delayed on instances with different date/time formats Several scheduled jobs on the platform have the parent job as an "Active Nodes" or "All Nodes" job. The Active Nodes and All Nodes jobs configuration ensures that the scheduled job runs on each node (for All Nodes configuration) or each primary node (for Active nodes configuration). After upgrading to Helsinki, these jobs are delayed on instances with different date and time formats. This issue most commonly affects the event process job.

User Interface (UI)



Dot.walked fields add foreign class to Label, causing Field Watcher in context menu to not be visible

Refer to the listed Known Error KB article for details.

Core Platform



Security Incident Response plugin is causing issues with large transforms The Security Incident Response plugin is causing issues with large transforms. The load of the imports gives an error (see Steps to reproduce).
  1. Loading data in a Geneva instance without activating the 'Security Incident Response' plugin works as expected.
  2. Loading the data with the plugin 'Security Incident Response' activated leads to the error 'Transaction cancelled: maximum number of business rules exceeded'.

Refer to the listed Known Error KB article for details.




Database pool sweeper job causes hanging database connection
The database connection hangs due to a concurrent execution on the same database connection by:
  • a database pool sweeper thread
  • a thread handling regular transactions
If this occurs when cache loading, it can cause an incomplete cache to be built (for example, TableDescriptor). This can surface as various symptoms:
  • Banner text shows as the word "null" (invalid table name: sys_script)
  • System uses UI15 for all users when they expect UI16 (invalid table name "sys_user_preference")
  • Node unreachable, blank page, 401's etc. (invalid field name "sys_scope.scope")
  • Fields display as the field name instead of field labels (invalid table name: sys_documentation)
  • Integrations receiving HTTP 401 (invalid table name: sys_user)
  • Users unexpectedly logged out after logging in (invalid table name: sys_user)

These issues are always preceded by a series of SEVERE errors during the GlideSweep on threads that are being "cleaned." The errors are preceded by a warning message similar to the following:

                  WARNING *** WARNING *** caught error involing
                  method getWarnings on connection 4

Refer to the listed Known Error KB article for details.

User Interface (UI)



Font size in TinyMCE HTML editor in Geneva is not consistent with WYSIWYG standard Prior to Geneva, text in the TinyMCE HTML editor defaulted to 10pt. Then, if the text was updated to 10pt through the font size option, it remained the same size as the default one (this is consistent with WYSIWYG). Now in Geneva, the default text starts as (seemingly) 10pt, but if the text is updated to 10pt it looks like it has been updated to 14pt. This is not consistent with WYSIWYG.

Refer to the listed Known Error KB article for details.

Incident Management



The new Helsinki dictionary override on default value "5" for "Incident.Priority" field affects customizations With Helsinki, we inserted "sys_dictionary_override_31003e229f211 2008f97b89a442e7009," the Dictionary override of the Default value on "Incident.Priority" field, setting it to "5" (previously "4"). If a user does not have a custom Dictionary override on the "Incident.Priority" field, this file is inserted and the new default value may not align with instance customization, creating issues.

Refer to the listed Known Error KB article for details.

Import / Export



Import Set Deleter job causing instances to run low or out of memory, causing performance issues on the affected node The Import Set Deleter job cleans records in the import tables. A problem that was fixed in Fuji addressed out of memory exceptions that arise from MultipleDelete, which Import Set Deleter utilizes. However, the fixes did not completely prevent memory concerns for the Import Set Deleter job.
  1. Create a large number of import sets (for example, 10,000).

    Each import set needs to have a nominal load (for example, 2,000) of records to be imported.

  2. Navigate to System Import Sets > Scheduled Cleanup.
  3. Change Days from 7 to 0.
  4. Click Execute now.

The deleter job runs on all import sets. Note that memory consumption increases substantially while the deleter job is running. The job is loading GlideRecords, but it only needs the names of staging tables.

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.

Import / Export



Export to Excel fails if there are more than 32,000 rows and one of the columns is currency Export to Excel fails on Geneva if there are more than 32,000 rows and one of the columns is currency.
  1. Navigate to a list containing more than 32000 rows.
  2. Ensure that a Currency field is in the list.
  3. Right click on the header and select Export > Excel (.xlsx).

The export fails.

Core Platform



Memory leak caused by large number of Rhino JavaAdapter classes being generated and cached There is a memory leak which is caused by instantiating GlideScriptable abstract classes in Helsinki. One place where this occurs is in the OOB script include "Cart", where there is an instantiation of one of these classes, GildeappQuestion. Caching these classes seems to be a change in behavior from pre-Helsinki Rhino.
Note: This is not isolated to the GlideappQuestion class.
Refer to the listed Known Error KB article for details.

Service Catalog



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



User presence causes performance degradation when Connect, UI16, Mobile Support, or VTB is installed due to transactions related to the Presence feature

ServiceNow has found an issue impacting instances configured with the Geneva release family and with the Presence feature enabled. Please note that this feature is enabled by default with UI16 in Geneva.

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

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

Refer to the listed Known Error KB article for details.

Service Catalog



In Geneva and Fuji, multi-line text fields and UI Macro variables no longer expand the width of both columns A design change in Fuji and Geneva prevents multi-line text field variables from expanding the width of the form. This change from the behavior in Eureka can cause issues for customers who created their variable layouts expecting the old design.
  1. Navigate to Service Catalog > Maintain Items.
  2. Select the desired catalog item.
  3. In the Variables related list, click New.
  4. Add a container and in the Type Specifications tab, specify a Layout of 2 Columns Wide, alternating sides.
  5. Add two variables of any type to the container.
  6. Add a Multi Line Text variable as the third item in the container.
  7. Click Submit. When you access the item, note that the text box is only 50% wide.
The same problem occurs with the Macro and Macro with Label variables.




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

MID Server



ECC Message creation might end up blocking all ECC Queue processing The ECC Queue monitor, which processes a list of ECC messages (ECCQueueMonitor.processMessages), creates an instance of eccmessage. However, this method does not copy factory variables. If ECCMessage.update is called, which in turn uses factory variable, the MID Server throws NullPointerException. It may try to reprocess the same ECC message, leaving the MID Server perpetually stuck.

Refer to the listed Known Error KB article for details.

User Interface (UI)


CC: field does not show up on activity formatter when using UI16, but shows when using UI11 in the same instance After configuring email on an instance with UI16, if you send an email from an incident, the emails will not show the CC field when displayed in the activity formatter on this incident.
  1. If an instance email is not already active, provision one (Service Catalog > Provision Instance Email > input instance name, click Order Now).
  2. Navigate to System Properties > Email Properties.
  3. Add an email address for "Send all email to this test email address (non-production testing)".
  4. In the Email Properties, make sure that Email receiving enabled is checked.
  5. Pull up an active incident from the incident table.
  6. Click the '...' at the top of the incident and click Email.
  7. Enter in a valid email address (your own) for the To and CC fields, type something into the body, then click Send.
  8. Notice that in UI16, the CC field does not show in the activity formatter.
  9. Switch to UI11 ( and pull up the same incident.

Actual behavior: Notice that it does show the CC field in the activity formatter.

Expected behavior: The CC field should show regardless of what UI you are using.

Service Catalog



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

User Interface (UI)


Activity stream shows timestamp as 'prefix_ago' The text 'prefix_ago' appears in front of a date/time stamp fields in the user interface. The issue occurs when the system record entry for the keyword "prefix ago" is missing in the Messages [sys_message] table: / 123TEXTQUERY321%3Dprefix%20ago



After upgrading to Helsinki, POP/LDAP fail with a keystore exception, and users are unable to log in Unable to load certificate.
SAML 2.0 SP Keystore - b88267271b012000f1129141be071393: Keystore was tampered with, or password was incorrect:$JKS.engineLoad(

Service Portal


Service Portal variables max_length are inconsistent with normal Catalog UI The single-line text and wide variables only permit 40 characters, which is inconsistent with the normal Catalog UI. In addition, field-mapped variables max_length are also inconsistent with the normal Catalog UI.

Platform Performance


Scripts background transactions not protected against long running transactions A poorly written script executed in scripts background can run indefinitely, causing alerts and degradation.



After creating a field with column name longer than 30 characters, when a user tries to Group By that field, they always receive (empty) as a label of the group If a user creates a field that has >30 characters length, when you try to group by that field, the labels are shown as "empty" even though the results under the group are correct.
  1. Create a field with the following information:
    • Longer than 30 characters (e.g. u_service_or_configuration_item)
    • Type String
    • Length 100 on the Task table

    Notice that the field is created in the database as 'u_service_or_c11n_item, varchar(100), YES, , null, '.

  2. Go to the Task table and update this field with some values (e.g. test1, test2).
  3. Go back to task.list.
  4. Right-click on the field u_service_or_configuration_item and select Group By Service or configuration item.

The created Groups all have the name 'empty'.

Platform Performance


Error message 'Illegal access to method close() in class com.glide.size_aware.Size AwareServletOutputStream'
  1. Navigate to System Applications > Applications and go to the form for a scoped application.
  2. Make some change to the application (e.g. change the short description) and Save the change.
  3. Click Publish to Update Set.
  4. Click Publish on the dialog.
  5. When it is finished, click Done on the progress dialog.
  6. Click Export to XML and Save the file.
  7. Click Merge with Another Update Set on the app form.

Expected behavior: No error message appears.

Actual behavior: A red error message shows at the top: "Illegal access to method close() in class com.glide.size_aware.SizeAwareServletOutputStream".




Clicking on reference icons or changing views unexpectedly saves the form When a form is partially filled out and then navigated away from, you should receive a notification that you are about to lose changes. The notification is not appearing when you click the Information icon to the right of a reference field.

Refer to the listed Known Error KB article for details.

UI Policy/Client Script


onChange client script running on submit of form when no data has changed An onChange client script is running on submit when the data has not changed since the last time it ran.

Tables and Dictionary


Label override bug for label name when using form designer On the same table with the label override, if fields are moved around using the form designer, and the label that has an override is a field such as 'short description', all of the respective child tables where that field is derived from (e.g. TASK) will have their short description labels changed to reflect the new label.
  1. Using the short description field, create a new label record off of the incident table.
  2. Make the label name 'test' and save the record.
  3. Go to the dictionary entry for the task_short_description field and scroll down to the label related list.

    Notice that there is now a label record for the short_description field with a value of 'test' on the incident table.

  4. Go to an incident record.

    Notice that the short description label now shows up as test (this is expected since we are doing a label override).

  5. Using the form designer, adjust the order of any two fields by dragging and changing the order of the fields.
  6. Click Save.
  7. Now go to any table other than incident that extends task.

Notice that the short description on the incident form has been changed to Test.

Service Catalog


Changes in behavior regarding UI policies and controlling visibility of Containers and Variables, Variable-sets within a Container When there is one UI policy that is meant to "hide" a container with its variables, and there is a second UI policy where if it sees the value of a certain variable within the container, it will show a different variable in that container. It breaks by showing the container and some of the variables inside, even though it is supposed to be hidden. This issue occurs after upgrading from Geneva or Helsinki instances to Helsinki Patch 1.




javascript.EcmaError: "__ref__" is not defined error when a catalog item with a reference variable is accessed and glide.ui.clickthrough.popup is true If a Catalog Item view has a reference variable and the glide.ui.clickthrough.popup system property is true (default value), a JavaScript error is displayed: WARNING *** WARNING *** Evaluator: org.mozilla.javascript.EcmaError: "__ref__" is not defined. Caused by error in <refname> at line 1 ==> 1: __ref__.getReferenceKey()
  1. Open sys_properties.
  2. Ensure that glide.ui.clickthrough.popup is set to true.
  3. Navigate to Service Catalog > Catalog Variables > All Variables.
  4. Filter on Type is Reference.
  5. In the list, open any catalog item and click Try it.

The Javascript error is displayed.

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.




If field preceding activity stream is read-only, the stream does not show inputs

If Additional Comments and Work Notes are on a separate section of the form or not followed by the Activities (filtered), and there is a read-only field (for ITIL users) before the Activities (filtered), the fields do not display for ITIL users.

Conditions to reproduce the issue:
  1. Must be ITIL user
  2. Journal fields must be in different section than activity formatter, or not following the activity formatter does not follow the journal fields
  3. There must be a read-only field for the ITIL user before the activity formatter
  1. Log in as an administrator.
  2. Open an incident form, navigate to Configure > Form Layout, and create a new form section.
  3. Add the following fields to the new section: Additional Comments, Work Notes, and Activities (filtered).
  4. Verify that the newly created fields are displayed.
  5. Impersonate an ITIL non-admin user.
  6. Open an incident.

    Note that the Additional Comments and Work Notes input fields are not displayed.

  7. End the impersonation and go back to the administrator session.
  8. Remove the Activities (filtered) field from the affected form section.
  9. Impersonate an ITIL non-admin user.

Note that the Additional Comments and Work Notes input fields are displayed.

Platform Miscellaneous


After upgrading to Helsinki, the Clean Temp Files scheduled job is throwing errors

After an upgrade to Helsinki, users see the following log entries every hour:

java.lang.SecurityException: Illegal access to method deleteFile(com.glide.script.proxy.File) in class com.glide.util.FileUtil Caused by error in Schedule Item: 'Clean Temp Files' at line 34

JS/HTML Editor



TinyMCE editor takes time to process large amounts of text The TinyMCE editor is unable to process large amounts of text in Internet Explorer. This issue can also occur for ITIL users when using an email client to reply to email chains. Refer to the listed Known Error KB article for details.

Service Catalog



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



Customized watermark prefixes is not working

When using custom watermark prefixes, inbound email actions do not identify a valid watermark as a reply.

The fix for this PRB fixes the behavior for watermarks in emails. Refer to Create a custom watermark prefix for email notifications for details.

  1. Go to Number maintenance to change the watermark of an incident to MSGTEST.
  2. Create an incident and find a email sent with the new watermark (e.g. MSGTEST00001).
  3. Create a new email in Outlook as follows and send back to the instance:
    • Subject: a new email with watermark
    • Content: adbdadf
    • Ref:MSGTEST00001

Expected behavior: The replied email should be classified as a "reply", and it should recognize the custom watermark "MSGTEST".

Actual behavior: The replied email will be classified as "new", and the watermark "MSGTEST" will not be recognized.

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.




Changes on Dictionary Field Type of glommed field on one of the extending tables is changing the database field type instead of changing the sys_storage_alias If the user alters an existing column by changing the field type or the field length, data loss can occur if the field has duplicate storage aliases. On an affected version, the logic that safeguards against data loss fails to account for data in fields that are aliases of the field being modified. The following workflow illustrates the issue:
  1. The user accesses a field on a table that is configured as an extension of another table (Table per Hierarchy).
  2. The user then alters the field by changing either its Type or its Length.
  3. The execution logic tests for data loss in that table only (not the entire hierarchy for the field).
Because the test does not detect any data in other tables that are also extensions of that same base table, the workflow continues to execute, causing data loss for that field in the other tables.
Refer to the listed Known Error KB article for details.

MID Server



MID Servers stop processing probes for 60 minutes The MID Server uses a query window to continuously poll for "ready" activities. When the MID server host is configured to use daylight saving time, there is a period of 60 minutes where polling fails to return ready activities. During this period, those activities are ignored and can only be executed with manual intervention.

This issue only occurs on a daylight savings time change.

  1. Observe the ECC Queue within 60 minutes of the time change.
  2. Note that ECC Queue "output" records that should have normally been processed remain in "ready" state.

Service Catalog



The Display/Hide List button disappears on Related Lists in tabbed view when the incident variable editor is present on the incident form After configuring the incident form layout to include the incident variable editor, related lists no longer show the display/hide list button while in tabbed view. The incident variable editor appears to be attaching a style sheet, which causes the issue.

Refer to the listed Known Error KB article for details.

Text Search


Syntax Error or Access Rule Violation errors when searching Knowledge When searching knowledge, users receive a Syntax Error or Access Rule Violation detected by database (Table '<instance>_1.ts_c_13_TS_MARKER' doesn't exist) error.
  1. Navigate to kb_knowledge.list.
  2. If the Topic column is not already displayed in the list, click the gear in upper right corner to Personalize List.
  3. Right-click on the Topic column and select Group By Topic.
  4. In the search box at the top of list, change the parameter to for text, type 'config', and hit Enter to search.

Users receive an error: Syntax Error or Access Rule Violation detected by database (Table '<instance>_1.ts_c_13_TS_MARKER' doesn't exist)

User Interface (UI)


Activity formatter filter on Geneva Incident form is missing the option 'All' on the options list This option used to be available on Fuji. The Geneva activity formatter product documentation does not contain information about the exclusion of the this feature. If a Geneva instance is reverted to UI15, the functionality is still available.

In an OOB Geneva instance:

  1. Impersonate Fred Luddy.
  2. Navigate to Incident > Assigned to me.
  3. Click on the incident INC0000052.
  4. On the right side of the Activity field, click on the filter icon.

Note that the Option 'All' is missing.

Platform Security


Contextual Security: Role Management Enhancements Groups do not propagate roles on some instance nodes Adding a person to a group does not give the person roles from the group.

Content Management System (CMS)



In CMS, iFrame not resizing correctly and is leaving a vertical scroll bar In CMS, iFrame is not resizing correctly and is displaying a vertical scroll bar.

Refer to the listed Known Error KB article for details.

Incident Management


Closing an incident in instances missing the parent_incident column will close all incidents For older instances that do not have the 'upgrade.2011_common_practice' plugin, data loss can occur when closing an incident due to the "SNC - ITIL - Close Related" business rule.
  1. Verify the com.snc.bestpractice.incident plugin is installed.
  2. De-activate the 'Validate Dictionary Column Delete' business rule.
  3. Delete the parent_incident column from the dictionary.
  4. Attempt to deactivate the 'Prevent Recursion of Parent Incident' business rule. Note that this rule is absent.
  5. Close an incident.
Note that all incidents are closed.

Core Platform


When downloading an attachment with special characters in the name, the file name is changed to 'download' When downloading an attached file with special characters present in the name (using Chrome or IE), the file name is changed to 'download'. This issue is not reproducible in Firefox, and the file extension does not change.

Using Chrome or IE:

  1. Go to an incident form and open an incident.
  2. Attach a document with special characters (e.g. Chinese characters or 'Especificaci&oacute;nT&eacute;cnica.doc'). Save.
  3. Click the attached file to download it.

Expected behavior: File name is kept after download.

Actual behavior: The file name changes to download.doc.

User Interface (UI)



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



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

Import / Export



Using the JDBCProbe script include causes NullPointerExceptions in the response input ecc_queue record Using the JDBCProbe script include to execute a command against a database produces an output ecc_queue record with a missing agent correlator which leads to NullPointerExceptions in the response ecc_queue record.

Refer to the listed Known Error KB article for details.

Service Catalog



Select Box variable that is filled by a Catalog Client Script will show as empty when accessing it from the RITM form Using a Select Box variable filled by a Catalog Client Script will show as empty when accessing it from the RITM list. The list for the Select Box works as expected when opening the Catalog Item. After it is submitted, the RITM form will incorrectly show this variable as empty. Even though the variable is stored in the sc_item_option_mtom table, the variable is not shown in the form, and the list for the Select Box variable in the RITM form is empty / blank.

Refer to the listed Known Error KB article for details.



Connect Support chat message entries between two people are all shown in activity stream as one account All chat messages which are posted before an incident is created will show up on the activity stream as being inserted by one person, even though there are two people messaging.
  1. Activate the Chat, Connect, and Connect Support plugins.
  2. Create a queue and select the Service Desk assignment group.
  3. In one browser, log in with Abel Tuter (do not impersonate).
  4. In a different browser, log in with ITIL User (do not impersonate).
  5. With Abel, create a new chat in the queue.
  6. Answer the chat as ITIL User.
  7. Post a few chats back and forth between the two users.
  8. With ITIL User, create an incident from the chat and save the incident.

Expected result: The activity stream in the incident should show a chat conversation between the two people with their respective names.

Actual result: You will see only the ITIL User listed for every posted chat message.



Closing a chat session on an end user's side does not move chat into Close_Complete
  1. Start a Support conversation.
  2. As the end user, click End chat.
Verify that the state does not change to 'Closed_Complete'.

Cloud Management Application


High memory consumption when processing DescribeInstances and DescribeVolumes payloads from AWS On a DescribeInstances/DescribeVolumes API call to AWS (processed as Discovery sensor jobs: "ASYNC: Discovery - Sensors"), AWS sends the whole set of records in a single response. If there are a large number of instances in the account and if the ServiceNow instance has a low system memory, the response takes a lot of time to process and memory usage peaks up. This can lead to slow performance for users on the affected node. High memory consumption typically occurs when multiple sensors are running on the same node and processing large payloads.

Service Portal


Date format not honored in Service Catalog part of Service Portal 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).

Project Management



Time Cards "Current" page does not work correctly when the instance or user has a custom date format If the instance or the user has a date format that is not yyyy-MM-dd, the Time Cards > My Time Cards > Current page does not function correctly.
  • The New button on this page does not put the time card in the list, and the Generate Task Cards does not create new time cards from the planned tasks assigned to the user.
  • If the user creates a time card for themselves from the All list or any of the top lists in the Time Cards application, the time card does not display on the Time Cards > My Time Cards > Current page.

Knowledge Management


Users reporting that Knowledge is inaccessible during a specific period of time Users are unable to access knowledge articles either from knowledge search or from page from approximately 19:00 - 20:15 PDT. All other applications were accessible.

This issue occurs in Fuji and Geneva. This is related to DayLight Savings Time change.

Note: Testing in California office (PDT time).

  1. Install Fuji or Geneva with date time set to 03/08/2015 19:40:00 PDT.
  2. Go to the knowledge home page from the left navigation menu.
    • Note that everything works and there are no issues.
  3. Go to / page in another tab.
    • Note the following issues: no items are available under category. In addition, clicking each base still results in no items available.
  4. Search in the page.
    • Note that this works.
  5. Now, set the server time to 03/08/2015 20:40:00 PDT.
  6. Restart the instance.
  7. Repeat steps 2, 3, and 4.
    • Note that all steps work with no issues.

User Interface (UI)


sys_user table list fails to load if name field starts with ". " (i.e. <period><space>) for List V3 If the name field for a record from sys_user table starts with: ". " (without quotations, that is <dot/period><space><the rest of the name>) and that record is being displayed in the current list, this list will fail to load. This affects List V3.
  1. Create a new sys_user record with name that starts with ". "
    • Without quotations, that is <dot/period><space><the rest of the name>
    • Note whether the name field is displaying first then last or last then first.
    • Make sure that name field starts with ". <the rest of the name>" (without quotations).
  2. Make sure that sys_user list is using List V3.
  3. Now navigate to sys_user.list.
  4. Make sure that record created above is being displayed in the current list. If not, sort or navigate to it.

There will be errors on the server and client.




The approval summarizer on the sysapproval_approver form breaks when the activity formatter is added The approval summarizer for knowledge on the sysapproval_approver form breaks when the activity formatter is placed on the knowledge form.

Refer to the listed Known Error KB article for details.

Service Catalog


Geneva upgrade - Catalogs have extra space between variables (variables within container are hidden by UI policy) In the Service Catalog, if there is a variable set that has 'Visible' set to 'false', the UI policy does not hide the element and it displays as an empty space between the fields.

In a Geneva Patch 4 instance:

  1. Create a variable set with 2 single line variables.
  2. Set Order to Variables with two consecutive numbers.
  3. Create a Catalog UI policy that Applies to Variable Set.
  4. Within the Catalog UI policy actions, add the 2 variables and set Visible to false.
  5. Add the variable set to a Catalog Item.
  6. Set the Order number to place the variable set between the two existing fields.
  7. Click Try it.

Notice that there will be an extra space between the fields. If you "inspect the element" in that area, you will notice that the element is technically still there even though Visible is set to False in the UI policy.

Import / Export



When importing groups from LDAP, one group is dropped When importing groups from LDAP, one group is consistently dropped on the import and another group is imported twice on the staging table. Refer to the listed Known Error KB article for details.

Service Catalog



File Attachment functionality defined in a custom UI macro and added to an Item via variable does not work on an Order Guide When using a UI macro as an item variable, an attachment link in the code works when browsing the item but does not work when the item is included in the Order Guide.

Refer to the listed Known Error KB article for details.

Knowledge Management


KMv3-style category picker not available on KB article form When trying to select a category on a KB article, the KMv3-style category picker is not available. Instead, a standard list window opens.
  1. Go to create a new Knowledge Base article.
  2. Select Support and Troubleshooting as the Knowledge Base.
  3. Click on the magnifying glass next to the Category field.
Notice that the KMv3-style category picker does not appear.

Change Management


After upgrade from Fuji to Helsinki, CIs in the CMDB are missing Save or Submit buttons

On an instance upgraded to Helsinki which does not have the new Change Management plugin installed:

  1. Navigate to the Configuration Items list (cmdb_ci.list).
  2. Click New.

Note the Submit UI action is not present.

Live Feed



Requests to /api/now/live_feed/conversations are slow if a user is a member of many conversations The issue is more visible for the users who have around 100 records in live_group_profile and live_group_member tables, where it may take 20-30 seconds for live feed to load.

Refer to the listed Known Error KB article for details.



fix_short_field_name_types and fix_short_table_name_types sometimes take a long time to run Several users have experienced long upgrades. This is due to the following fix scripts, which can take a considerable amount of time to run:
  • fix_short_table_name_types.xml
  • fix_short_field_name_types.xml

Knowledge Management


Alphabetical sort order for category filters on browse knowledge page is not working The fix for this PRB includes the following:
  1. Sort order of categories on Knowledge Browse page is in alphabetical order
  2. Sort order of all the filters on Search Page is in alphabetical order
  3. Sort order of category filters on search page is based on the breadcrumb hierarchy starting from the topmost KB name/category
  4. KB name is appended to the breadcrumb from now onwards if there are multiple KB filters on search page



Approvals from ESS users (non-roled) does not update the 'Approval for' task's approval field ESS users cannot approve task-based tables (e.g. catalog request, change request) via inbound emails or in-application.
  1. Create an approval rule on the change request table that sends to a non-roled user (linked to an email you can access).
  2. Request a change that satisfies that criteria.
  3. Approve the request from the email.
Observe that the approval record switches to approved, but the approval for change request remains requested.



Field with type 'List' transferred via Update Set may not be glomming properly (its storage_alias is not pointing to a mediumtext database field) If a glide.list field created on one instance is transferred via Update Set to another instance, its sys_storage_alias record is not pointing to the correct database field. Instead of pointing to a 'medium' text field it will be pointing to a 'varchar' field. This field now allows only one sys_id to be stored, therefore adding multiple items to the list is not possible.

Domain Support



Geneva domain reference picker does not sort domain names alphabetically After upgrading from Fuji to Geneva, the domain reference picker no longer sorts domain names alphabetically.
  1. Log in to a demo Geneva instance as administrator.
  2. Navigate to System Definition > Plugins.
  3. Activate the Domain Support - Domain Extensions Installer plugin and wait for completion.
  4. Once the homepage is refreshed, click the gear icon in the upper right of the screen.

Expand the domain picker and observe that the domain names are not sorted.



When using custom watermark prefixes, inbound email actions do not identify a valid watermark as a reply

User Interface (UI)



Reference pop-up does not always have the 'X' icon to close the window Holding the shift key when hovering your mouse over a reference icon keeps the pop-up window open if the mouse is moved. Sometimes, the window will not have the 'X' in the top right to close the window. The issue seems to occur randomly.
  1. In the affected instance, hover mouse over a reference icon until pop-up window appears.
  2. Hold shift, and move the mouse icon to keep the pop-up window open.
Occasionally, you will see that the pop-up window does not have the 'X' in the upper right corner to close the window.

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"

Server Side Scripting



Instances that compile thousands of short JavaScript expressions may experience out of memory issues after upgrading to Helsinki When compiled to Java classes instead of being interpretatively executed, very short JavaScript expressions create larger Java class files in Helsinki due to an upgrade to the JavaScript compiler. Instances that compile very large numbers of very short JavaScript expressions to Java classes rather than interpreting them may experience out of memory (OOM) issues after upgrading to Helsinki as a result. For example, filter expressions can cause a large number of short JavaScript expressions to be compiled.

Refer to the listed Known Error KB article for details.

UI Policy/Client Script



Currency and option field label hint display "Security does not permit writing to this field" when made read-only Refer to the listed Known Error KB article for details.

Security Access Control Lists



Database view requires ACL to view fields from underlying table Fields on database views do not pass ACL checks. You must create new ACLs for the database view to expose the fields.

Refer to the listed Known Error KB article for details.

Knowledge Management



Vertical scroll bar is not enabled for $ inside iframe in ESS portal This issue also occurs when navigating to /ess/ Refer to the listed Known Error KB article for details.

User Interface (UI)



Using current.variable in an advanced reference qualifier causes the list to malfunction after popup first loads Using current.variable in an advanced reference qualifier causes the list to go blank when navigating to the next page of the results.

Refer to the listed Known Error KB article for details.



The upgrade from Fuji to Geneva Patch 4 does not create the group type 'itil' The group type (1cb8ab9bff500200158bffffffffff62) is = "itil". This group type is new to Geneva. Geneva version has this group type and a script to update all the null group types with itil. The upgrade missed the itil group type record but ran the script to update the null values. During the Geneva upgrade, the fix script ran and updated the sys_user_group records where type = null with itil type sys_id. The itil type record was not loaded into the instance. Due to this, the sys_user_group is showing the sys_id value instead of "itil".

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.

User Interface (UI)


Selecting multiple records on a list view updates unselected rows as well (List v2 only) When multiple records are selected from the same column on a list view, not all selected records are updated, and other random records are updated. For example, selecting 4 records via the 'Category' field on the task table and then editing via list view also updates other records that were not selected to begin with. This only seems to occur when the system property 'glide.ui.list.detail_row' is set to true, and when you are editing a table (via list view) that is unaffected by that property. This seems to be somewhat related to previously fixed PRB634893 and PRB647724, but the opposite in that the tables affected here are the ones which are not influenced by this property.
  1. Navigate to sys_properties.list.
  2. Create the property glide.ui.list.detail_row and set it to true. By default, it applies the detail_row to short_description on the task table and related tables.
  3. Choose a different table that is not affected. (NOTE: Make sure this is NOT configured as a Detail Row. This issue as reported only happens if Detail Rows are not configured on the table you are editing.)
  4. Select multiple records from the list column (the list column must be editable).
Notice that not all records selected are changed, and for every one that did not update, another unselected record seems to update instead.

There is also another related issue here where selecting an EVEN amount of records shows that an ODD number of records (usually X+1) will be updated. For example, selecting 4 records prompts the user that '5 rows will be updated.' However, selecting 5 records prompts correctly for '5 rows will be updated.' This also only occurs on tables unaffected by glide.ui.list.detail_row being set to true.

Performance Analytics


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.




Unprocessed email remains in Inbox with state of "Ready" When an email is received that is not processed by any inbound actions due to conditions, the email record stays in the Inbox with a State of "Ready" and a receive type of "Received." This can cause confusion when looking at the inbox, as it is mostly meant for looking at the currently unprocessed emails.

Refer to the listed Known Error KB article for details.



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

Database Indexes


Table Cleaner on v_rrd_slow_script, v_rrd_slow_transaction, and v_rrd_slow_query causes replication to fall behind Slow DELETES occur against v_rrd_slow_script, v_rrd_slow_transaction, and v_rrd_slow_query from Table Cleaner, even when there are no rows to delete. Deletes against v_rrd_slow_* tables can run for tens of hours (30-50 hours) even when there are no rows to delete, and this causes replication to fall behind.
  1. Observe Replication Lag is beyond the operations threshold.
  2. Observe the DELETE statements on the secondary database are running long against the tables: v_rrd_slow_script, v_rrd_slow_transaction, and v_rrd_slow_query
  3. Optionally, verify the "Table Cleaner" job is running in




MySQLCancel may kill future query if the current one has already finished before the kill statement was issued Due to a bug in the MySQL Server, the kill query <PID> statement may kill a future query on this connection if the current query has already finished before the kill statement was issued. Refer to the listed Known Error KB article for details.

Service Catalog



More information tag on Service Catalog Variables turns HTML into escaped text When attempting to use HTML in a help_text field on a service catalog variable, the content renders as escaped text. The HTML tags in variables 'help text' are only interpreted when the system property named glide.ui.escape_text is set to false.

Refer to the listed Known Error KB article for details.

System Applications



Upgrade to Helsinki failed due to stackoverflow error when checking roles Due to a StackOverflow error, users may experience a blank web page under certain conditions. The error is present whenever a user is linked to a role that is part of a "cycle." The user is linked if the role was added or the user has membership in a group that has the role.

Refer to the listed Known Error KB article for details.

Knowledge Management



Make Fuji Knowledge v3 angular templates available in platform and editable Legacy kb_home UI page used prior to Fuji could be customized; however, Fuji's Knowledge v3, which now uses angular $ and knowledge_home_launcher, is no longer editable nor customizable.

Refer to the listed Known Error KB article for details.

Knowledge Management


Knowledge search results are limited to the user's preferred language

In Geneva, Knowledge search results are limited to the user's preferred language. This does not offer an option for customers to search articles in all languages. In a multilingual environment, where users may speak more than one language and articles may be written in English or any other language, it is not a desired and expected behavior to force searches to filter by language.

Geneva introduced a dependency where I18N: Internationalization requires the I18N: Knowledge Management Internationalization Plugin, which does not leave an option for customers decide to whether or not to localize or the Knowledge Base. However, this is not stated in product documentation.

To allow users to search all articles in all languages, there should be an 'All' option in the language picker and an option to force that as the default.




'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.

Unified Compliance Framework (UCF)


Add Helsinki support for the new UCF API with REST API and OAuth

UCF is deprecating their former API, and UCF support for the new API needs to be added to Helsinki. The old UCF related plugins should be replaced with the new UCF plugin.

For UCF upgrade information, refer to Policy and Compliance UCF upgrade instructions.

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.



Emails render with Global domain display values for choice list labels When a user is logged into a domain other than the Global domain and views an incident record, the user can select another domain from the domain picker. However, any email notifications that are sent based on changes to the same incident reflect the choice list values that use the Global domain, not the user-selected domain.
  1. Select a domain other than Global.
  2. Update an incident that fires a notification.

The notification contains information based on the Global domain, not the user-selected domain.

MID Server



NullPointerException when JDBC connection string embeds username/password directly in connection string Using the JDBCProbe and GigDBUtil script include to create an XML to get/send data to an Oracle Database works as expected in Fuji, but in Helsinki it causes an error. Refer to the listed Known Error KB article for details.

Financial Management


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.

Platform Security


snc_internal role installed with the "Explicit" plugin (com.glide.explicit_roles) is installing with a randomly generated sys_id instead of the OOB intended sys_id An issue is experienced where the snc_internal role is installed with a non-OOB sys_id upon installing the com.glide.explicit_roles plugin (as part of another plugin - CSM).
  1. Activate com.glide.explicit_roles plugin
  2. Run zboot_wipe_instance.js
  3. Go to sys_user_role, notice that snc_internal role gets created with a different sys_id and empty description



In workflow Create Task activity, when you select "Value" for the Populate task variables from, you are not allowed to set any values In a workflow, add a create task activity. Change the Populate task variables from Values. A Set Value is supposed to be shown, then the field and value parameters, but users do not see anything and are unable to use the set values from values option.
  1. Create a new workflow on the task table or a table extended from the task table.
  2. Add a create task activity.
  3. Change the Populate task variables from Values.
Note there is no space to set values.



Duplicate 'discovery.phase.complete' events can sometimes be triggered, which can cause duplicate 'Run after' Discovery Schedules to be triggered




'Time Ago' option is not displayed correctly in List v3 When the date format is changed, the 'Time Ago' date/time option does not display correctly in List v3. Refer to the listed Known Error KB article for details.


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

Summary of issues

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



Re-parenting of cmdb_ci to cmdb during upgrade to Geneva can cause customizations/column data to be lost
  1. Provision a Fuji instance.
  2. Navigate to the dictionary entry. Modify the column to be a List internal_type from the OOB reference internal_type value, and add any column attribute to it.
  3. Add multiple values to the company column on cmdb_ci for a record.
  4. Upgrade to Geneva Patch 3 Hot Fix 2.
Note the following in the logs during the upgrade:
2016-02-10 13:09:21 (082) worker.0 worker.0
    HierarchyEditor: Source field (
    targeting existing column on new parent (
2016-02-10 13:09:26 (341) worker.0 worker.0
    HierarchyEditor: Queueing overridden/duplicated
    element for removal:{}
2016-02-10 13:10:25 (942) worker.0 worker.0
    HierarchyEditor: Removing dictionary entry for:
The result is that the column will be in an OOB state, and data will be lost if the column contains values that are not compatible with the OOB type. For example, when the column was reverted back to a reference from the customized list type, it lost all values added except for one.

User Interface (UI)


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 using List v3, the iFrame does not resize correctly for content pages with list of records
  1. Ensure that the List v3 plugin (com.glide.ui.list_v3) is activated in the instance.
  2. Navigate to the ess/ page. For example, https://[instance_name]

Platform Security


Non-admin users have no visibility into kb_feedback fields referenced from kb_knowledge, such as the "article" field System ACLs are not being applied properly to a list with fields in kb_feedback that are referenced from kb_knowledge. Users without the admin role do not have read privileges for these fields.
  1. Go to a Fuji instance where the Knowledge Base is still v2.
  2. Go to kb_knowledge and navigate to an article in the Knowledge KB.
  3. View the article and submit a comment.
  4. Impersonate a user with the Knowledge role (e.g. Charlie Whitherspoon).
  5. Go to kb_feedback.

Note that the Short Description [along with any field dot-walked through the article (kb_knowledge)] will fail read access.




Instance with an LDAP listener running Geneva P7 runs out of memory and becomes unavailable In the RecordWatcher statsListener on Geneva Patch 7, instances that use an LDAP listener to sync users or groups risk running out of memory during the transformation of imported LDAP records. Refer to the listed Known Error KB article for details.

User Interface (UI)


Safari 10.0.1 redirects users to UI11 When a user logs into their Fuji, Geneva and Helsinki instances from Safari version 10.0.1, they are redirected to UI11 instead of UI16.
  1. Set user agent string to: "Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_1) AppleWebKit/602.2.7 (KHTML, like Gecko) Version/10.0.1 Safari/602.2.7".
  2. Log in to the instance.

UI11 appears.

Service Catalog


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

Service Portal


Show Help and Tooltip are not showing up on the Service Portal In a Helsinki instance:
  1. Open any catalog item and create a variable.
  2. Add a Tooltip for the variable in the Questions tab.
  3. Check the Show Help checkbox and add help text.
  4. Click Try it to run the catalog item. Observe the Tooltip and More help are displayed.
  5. Open the same catalog item on the Service Portal. Observe the Tooltip and More Help are not displayed.



Using 'Export to PDF' for a form that contains an empty Translated HTML field will provoke an Exception Export from a Form that contains a field of type 'Translated HTML' with empty value on that field.

User Interface (UI)



Time Worked timer is slow and inaccurate The Time Worked timer appears to be slow. When compared to an external clock or stopwatch, the timer falls behind more and more over time. Browser activity appears to further slow it down.
  1. Navigate to Incident > Create New.
  2. Right-click on the header and select Personalize Form Layout.
  3. Move Time Worked from Available to Selected.
  4. Click Save.
  5. Open the Incident form while starting an external stopwatch.
  6. Move away from the tab on which the form is open and wait for about 30 to 60 seconds.
  7. Return to the tab from step 5.

When you return to the tab on which the timer is running, your stopwatch and the Time Worked field on the Incident form should have a gap between their values. The Time Worked field runs slower than the stopwatch.



Attempting to delete the sys_id column removes primary key reference and index from the column, which causes instance performance degradation When the user tries to remove the sys_id column from the task table through the UI or an update set, the column itself is never removed. However, the primary key reference and index from the column is removed in the actual table, causing inefficient queries against the table and instance performance degradations or outages.

User Interface (UI)


iframe does not resize correctly for content pages showing forms with Activity Streams Forms in iframes on content pages do not resize correctly. Widgets can be set to a specific size larger than what the iframe should show, but the iframe does not resize to fill.
  1. Navigate to ess/
  2. Click on the incident from list.

Expected behavior: iframe should expand to full length and display information down the page.

Actual behavior: iframe cuts off, and the user is required to scroll down.

User Interface (UI)


On UI16, separators on the left navigation pane do not open or close If a logged-in user is not configured with the admin role and you are using UI16 in your active session, the separators used to organize the left navigation pane might not open or close. This issue occurs on UI16 when non-admin users attempt to use the left navigation pane.


Form performance is slower in Geneva due to form presence, form live updates, activity stream and template bar
  1. Template bar is loading when it should not (as opposed to template bar just loading slowly, which is a different PRB)
  2. Activity stream load time when there are lots of entries (> 20), including when it freezes the screen
  3. Form does lots of loading before the activity stream even starts to load
Project Management


Latency issue with updating/creating/linking project tasks in a project with several layers of children tasks Updating/creating/linking a project task within a project and/or parent project task can result in latency issues when the project has many tasks in its hierarchy. In a Geneva instance:
  1. Create a project.
  2. Create many project tasks for the project. Make some of those tasks dependent upon other tasks (parent:child relationships), with multiple children tasks for several parent tasks, etc.
  3. Go into one of the child projects task and try to update it (e.g. change state from WIP to Closed).
This can take 15 seconds to several minutes.

Service Mapping


Excessive memory usage When creating a subpath for network or storage, the current code uses an API that generates a new GUID every time, leading to churn in the Blob store.
User Interface (UI)


ACL preventing user guide images from rendering for non-admin users The sys_attachment read ACL is preventing images from rendering when a non-admin user views the OOB User Guide.

In a Geneva Patch 1 instance as any non-admin user:

  1. Open the User Guide.
  2. Click on any document link. Note that images do not render but appear as broken.
  3. Switch user to admin and repeat steps. Note all images render as expected.



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.

JS/HTML Editor


Word wrapping in TinyMCE splits words between two lines When entering text into the TinyMCE editor, words typed at the end of the line will get split between that line and the subsequent line. This happens to pasted text as well.
  1. Create a new Knowledge Base article (or presumably any record that uses the TinyMCE editor).
  2. Start typing sentences until the text spans multiple lines.
Note how words at the end of each line are often split across two lines.




Modifying sys_report write ACL to return "false" results in 'The element type "td" must be terminated by the matching end-tag "</td>"' Group users can be restricted from modifying group reports that they did not create. To implement this, the write ACL for the sys_report table is modified with the appropriate logic. When a group user tries to save a group report created by another group user, no "user" version of the report is created, but the following error message is displayed: The element type "td" must be terminated by the matching end-tag "</td>".

Refer to the listed Known Error KB article for details.



OOB ACL triggers JavaScript evaluation error when some items in the sys_attachment table are listed or read (where table_name starts with ZZ_YY) A JavaScript evaluation error is printed in the log when accessing specific sys_attachment records because of incorrect/non-existent table name value recorded in the table_name column of the table. This makes the ACL to return false, and thus the records will not list.
  1. Go to /
  2. Try to filter where, for example, table_name='ZZ_YYsc_cat_item'.

Expected behavior: The user sees all the sys_attachment records where table_name is ZZ_YYsc_cat_item.

Actual behavior: This error appears in the logs: "Number of rows removed from this list by Security constraints."

Platform Performance


Inactive/old nodes are not being cleaned up automatically from jRobin graph sets When application nodes are moved to different app servers or a set of app nodes is recycled, they still show up in CI list for different jRobin graph sets in the 'ServiceNow Performance' homepage. These stale records need to be cleaned up as part of jRobin refresh.

Domain Support


Popup list view is not honoring domain Popup list view from reference fields is not honoring domain.
  1. Install domain separation MSP plugin
  2. Activate the domain_select UI macro
  3. Set yourself in MSP domain
  4. Open any incident, click on the lookup icon for the company reference field
  5. Personalize the list and add any column
  6. Set yourself in MSP Technicians domain
  7. Open any incident and click on the lookup icon from the company reference field

It created a new sys_popup view with just one column for the current domain instead of using the upper domain list view.

Service Portal


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.

User Interface (UI)


Personalize & Configure list layout is broken on IE11 - slush buckets go blank / empty On IE11, if you try to change the list layout (either through the Configure or Personalize options), it results in the slush buckets displaying as empty / blank.
  1. From incident.list, Configure > List layout.
  2. Move some field from Available to Selected.
  3. Using the up/down navigation arrows, try to bring that field up in the order.
  4. Click on any field in the Available column again. Notice all fields in the Selected column are cleared out.
  5. From incident.list, click on the gear menu to personalize the list.

Notice that the slush bucket is again cleared out.

Service Portal



A user cannot use the shopping cart on the Service Portal implementation of Service Catalog When users go to a catalog item, they cannot click on the button "Add to Cart". A user cannot use the shopping cart on the Service Portal implementation of Service Catalog
Password Reset Application


OOB PW Reset - AD workflow not compatible with Minimum Age requirement in AD. The password history policy is enforced even though the 'Enforce history policy' flag is disabled on the credential store.
  1. In Windows, select Switch User.
  2. Select the Ctrl+Alt+Del app.
  3. Select the pictures in the reCaptcha, then click Next.
The generated random text cannot be copied (Ctrl+C) or right-clicked (no context menu). Only the 'Cancel' button is available.
User Interface (UI)


In Geneva UI15 & UI16, the form freezes in IE9 In Geneva UI15 & UI16, form freezes in IE9 if there are a large number of templates available for the form.

Service Portal


Service Portal - Order Guide variables do not cascade Cascading variables was a feature of previous versions of ServiceNow that is highly utilized with order guides. Users utilizing order guides, who more than likely will also be using cascading variables, would be affected by this.

Data Certification


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

Knowledge Management


Knowledge Category Picker throws error when ampersand (&) is in Category name when glide.ui.escape_text = false Knowledge Categories with an ampersand (&) in the label cause an error when using the KB Category Picker (kb_categories_dialog) in a Knowledge form to select a category:
The entity name must immediately follow the '&' in the entity reference.
  1. Navigate to kb_category.list.
  2. Modify the demo category Applications to Software & Applications (this should be a part of the IT Knowledge Base if demo data is loaded).
  3. Navigate to sys_properties.list.
  4. Set glide.ui.escape_text to false.
  5. Open or create a Knowledge article (kb_knowledge.list).
  6. Set the Knowledge Base to IT.
  7. Click the Reference icon next to Category to launch the Category Picker UI page (kb_categories_dialog).
Note the following error:
The entity name must immediately follow the '&' in the entity reference.
Service Portal


Branding editor does not load without a default portal specified
  1. Disable the default portal.
  2. Go to the branding editor.
  3. Note the UI is unusable.
Service Catalog


KB0584845 causes sys_cache_flush table to bloat, stalling upgrades SCStaleCacheListener listens to inserts/udpates/deletes on the following tables:
  • sys_user
  • sys_user_role
  • sys_user_has_role
SCStaleCacheListener affects user_items_cache and user_categories_cache for every domain in the system, causing sys_cache_flush to have millions of records and stalling upgrades.
Refer to the listed Known Error KB article for details.

User Interface (UI)


Tooltips do not function on timelines Tooltips do not function on timelines with IE11 on Fuji.

Using IE11:

  1. Navigate to Change > Change Schedules.
  2. Hover over an endpoint.

Note there is no tooltip.

Service Catalog



Variables section is cut off on request Item page and HTML text field does not display Variables section is cut off on request Item page, and the HTML text field is not shown if the item has an HTML type variable.
  1. Log in to a local instance as an admin.
  2. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
  3. Create a new item, right-click in the header to choose Configure > Form Layout, and add some variables of different types (for example, Multiple choice, Check box, and so on).
  4. Add a variable of type HTML and click Save.
  5. Order the item, and access the Request Number on Order Status page.
  6. Click the Request Item number and verify the variables section.
  7. For additional testing, try the following scenario:
    1. Open the Request Item page and open the request using TryIt page.
    2. Right-click in the header and choose Configure > Form Layout.
    3. In the slushbucket, move the VI editor from the selected to the available list and and from the available to the selected list. Note the result each time when you change the VI editor position.

The variable section is cut off, and the HTML variable name appears but not the related text field.

Project Management


A "24x7" schedule for projects result in unexpected planned duration and planned end date behavior Once the planned end date is changed, it results in an unexpected calculated planned duration. Likewise, a change in planned duration results in an unexpected calculated planned end date.
  1. Create a "24x7" schedule.
  2. Schedule entries for it:
    • When: check the All day checkbox
    • Repeats: Daily
    • Repeat every: 1 Day
    • Repeat until: blank
  3. Create a new Project record.
  4. Set the daily schedule as 24x7 (repeats daily all day).
  5. Change the Planned end date.
  6. Go through it day by day. Note it works as expected until it hits a weekend, and the planned duration changes to an unexpected value.
  7. Reset the planned duration back to 00 00:00:00.
  8. Change the planned duration to a value such as 07 00:00:00.
Observe the planned end date is now an unexpected value as well. For example, if the planned start is 04/04, the planned end should be 04/11, but it is something like 05/23 instead.




An error occurs in the wf_activity table when the "Activity Encrypted Input" field is not on the form When a user attempts to update a workflow activity record in the wf_activity table in a view of the form that does not contain the "Activity Encrypted Input" field, the following error occurs:
onSubmit script error: ReferenceError: EncryptedVariable is not defined:
function onSubmit() {
 var encryptedVariable = new EncryptedVariable($j);
 return encryptedVariable.submitEncryptedInputs();
  1. Navigate to the wf_activity list view.
  2. Open any workflow activity.
  3. Change view to Sys_popup.
  4. Try to update some aspect of the activity.

Note the error at the top of the form.

Knowledge Management


Knowledge article number is missing in Knowledge search results KB article number is missing in the Knowledge search results page.
User Interface (UI)


Fuji: Broken image icon (red X) displays in Knowledge Base articles in UI15 with IE9 In Fuji using IE9, a red X (broken image) icon appears next to the Image Search magnifying glass in Knowledge form. This issue does not occur in Chrome, Firefox, or IE10 and later. In a Fuji instance with UI15:
  1. Open an IE9 browser.
  2. Edit an existing Knowledge article or create a new one.
Note that a Red X (or broken image icon) appears between the Image label and magnifying glass icon for adding a KB icon.

User Interface (UI)


Initials are incorrect when emails are in parentheses
  1. Use a user with name "Thomas James (".
  2. View the avatar.
Instead of displaying as TJ, it displays TC.
Knowledge Management


File parsing error when trying to import Word document into Knowledge In a Geneva instance as an admin or user with elevated privileges:
  1. Navigate to Self-Service > Knowledge > Import.
  2. Select a Word document and attach it.
  3. In the Import window, select the Knowledge Knowledge base and click Import.
Instead of a new KB being created, the import results in errors such as the following:
File parsing error: com.snc.knowledge3.

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.




Cannot personalize fields showing in activity stream Users cannot personalize fields showing in the activity stream.

Refer to the listed Known Error KB article for details.




GroupBy on double dot-walked fields do not work correctly
  • Aggregate queries run in Oracle with aliases (when field names are > 30 characters) return no data.
  • Joins on aggregate queries using dot walk when the path (caller_id.department.business_unit) is longer than 32 characters returns empty strings for the name of the group fields in any database.

The fix for this PRB reverts PRB635272.

Refer to the listed Known Error KB article for details.

UI Policy/Client Script


No radio button is selected from the Theme Section glide.css.theme.ui16 does not show up from the User Preferences (Theme section) when set as System Preference.

In a Helsinki instance:

  1. Navigate to the User Preference list (filtered by name = glide.css.theme.ui16). If not already present, create the glide.css.theme.ui16 System Preference and set the value as the sys_id of one of the active UI themes.
  2. Impersonate any user that does not have the User Preference set at the user level (i.e. the User column from the User Preference list).
  3. Once impersonated, access the Theme section of the User Preference popup (cog icon in the top-right corner of the page).

No theme is actually shown as selected.

Performance Analytics Application


Data collection does not collect all scores properly in a domain-separated instance Data collection takes too long and does not collect all scores properly in a domain separated instance. Scores are stored in the GLOBAL domain instead of the correct sub-domain.
  1. Run data collection in a domain-separated environment.
  2. View a dashboard that displays scores from a sub domain.
  3. Note the scores for sub domains do not appear.
  4. View the scores for the global domain.
  5. Note the scores from the sub domains appear.



If a VMware machine is discovered before discovering the vCenter, the 'Virtualized by::Virtualizes' relationship between the host and the ESX server is not created
  1. Discover a VMware machine.
  2. Discover the vCenter that contains this VMware host.
  3. Discover the VMware machine again.
  4. Check the cmdb_rel_ci table.

Users expect a Virtualized by::Virtualizes relationship from the VMware host to the ESX server in the vCenter. However, it is not there.

All Other Fixes

To view a list of all other PRBs fixed in Istanbul, refer to All other Istanbul fixes.

Other Istanbul information

Changes to plugins in the Istanbul release lists new plugins in the Istanbul release and existing plugins that were deprecated, renamed, or changed in some way.

Updates to site content will be made starting around 4am on January 17th (Pacific Time) and lasting approximately 6 hours.  This site may be intermittently unavailable.