Thank you for your feedback.
Form temporarily unavailable. Please try again or contact to submit your comments.
  • London
  • Kingston
  • Jakarta
  • Istanbul
  • Helsinki
  • Geneva
  • Store

Istanbul Patch 4

Istanbul Patch 4

The Istanbul Patch 4 release contains fixes to these problems.

Istanbul Patch 4 was released on March 27, 2017.
Build date: 03-22-2017_2107
Build tag: glide-istanbul-09-23-2016__patch4-03-08-2017

ServiceNow QPP targets and patches are immediately available. Users do not need to request an entitlement to schedule an upgrade to these versions.

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 Patch 4 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 Patch 4, refer to KB0621819.

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

Performance Analytics



All pa_snapshots for an indicator are deleted On a new or upgraded Istanbul instance, unlinking a breakdown from an indicator deletes all pa_snapshots for that indicator.

Refer to the listed Known Error KB article for details.

User Interface (UI)



Icons are incorrect after upgrading from Geneva to Helsinki After upgrading from Geneva to Helsinki (where the icon fonts have changed), users continue to use the old Geneva icon font, and all icons throughout the interface are incorrect. This issue occurs because the server does not recognize that the icon fonts have changed.

Refer to the listed Known Error KB article for details.

Service Portal



In Service Portal, catalog item variables are read-only for non-roled users When the variables in a catalog item have write_roles configured and a non-roled user tries to create a request using the catalog item, all of the variables are read-only in Service Portal. However, the variables in the catalog item in the normal catalog UI are not read-only.
  1. As an admin user, navigate to Maintain Items.
  2. Open the Sales Laptop catalog item.
  3. From the related list, open the Additional software requirements variable.
  4. Add the Write roles field to the form if is not already there.
  5. Add the admin role to the variable (so that the admin is required to write to the variable).
  6. Click Update.
  7. Impersonate an ESS user.
  8. Navigate to the Service Portal.
  9. Search for and view the Sales Laptop catalog item.

Expected behavior: Variables are writable in the normal UI and Service Portal.

Actual behavior: Variables are read-only in Service Portal. They are writable only in the normal UI.

All Other Fixes

Problem Affected plugins Short description Description Steps to reproduce

Change Management



Change Management Workflows On a change request, the related list of emergency changes is not visible after upgrading After upgrading, some users can no longer see the related list of emergency changes on a change request.

Refer to the listed Known Error KB article for details.

Change Management



Change Management - CAB Workbench "Execute operation on script include 'SysRelatedList' from scope 'Change Management - CAB Workbench' was denied" error is displayed on a CAB record when List v3 is enabled When List v3 is enabled, the following error message is displayed on a CAB form: "Execute operation on script include 'SysRelatedList' from scope 'Change Management - CAB Workbench' was denied"

Refer to the listed Known Error KB article for details.

Configuration Management Database (CMDB)


'CMDB Health Dashboard - Relationship Score Calculation' job causes nodes to go OOM

Core Platform


Unable to successfully revise CTI Processor solution for Istanbul by following KB0620953 KB0620953 documents how users must modify their CTI integrations before upgrading to Istanbul. These initial instructions were incorrect and have been updated.

Customer Service Management


Agent Schedule Personal Tasks do not appear on agent calendarWhen adding a personal task to 'My Schedule'

When adding a personal task to 'My Schedule', the task appears in the 'Agent's Personal Events', but it does not display on the agent's calendar. This issue occurs because My Schedule works with System Date Format (yyyy-mm-dd), but it does not work with User Date Format (dd-mm-yy).

The fix for PRB741182 adds support for User Date Format (dd-mm-yy).

  1. Navigate to Advocacy > My Schedule.
  2. Double-click a time slot or click and drag over a time slot on the calendar to open the New Event form.
  3. Fill in the fields on the New Event form.
  4. Click Submit.

The new event does not appear on the agent calendar, but it shows up in the Schedule Entries related list on the Agent Personal Schedule form.

Dependency Views (BSM Map)


Next-Gen BSM, Keylines Business Service Maps Nodes are not grouped in Dependency Views

Users are seeing all nodes when the virtual group should be controlled by the user.

The fix for this PRB adds the glide.bsm.max_levels and glide.bsm.show_virtual_node_children properties. See Properties installed with Dependency Views for details.



Configuration Management (CMDB) Unexpected behavior for Cisco UCS Discovery Some users are experiencing instance overloading, duplicate UCS systems, and other Cisco UCS Discovery issues.



Incorrect and missing object IDs interfere with UCS Discovery

Event Management


MID Server users can send events, but they do not have permission to the time zone processor Users see the following error messages in the MID Server error log: "EventBulkSenderThread-1 SEVERE *** ERROR *** Timezone is incorrect User Not Authorized on MID".
  1. Activate only the Discovery plugin.
  2. Create a MID Server.
  3. Activate the Event Management plugin.
  4. Run connectors.

Watch the MID Server error log.

Financial Management


Financial Management Cost Transparency and Budget Console do not load if user date format is different from the server
  1. Change the format of the logged in user to use a format other than the system format.
  2. Open the budget console or cost transparency console.

Note that neither the Budget Console nor the Cost Transparency console will load.

Incident Management



Incident When a resolved incident is reopened, the Resolved By and Resolved fields are not cleared or updated

When an incident is resolved for the first time, the 'Resolved' and 'Resolved by' fields are populated.

If the incident is reopened, these fields do not get cleared. Then, when the incident is once again moved to the 'Resolved' state, the original 'Resolved' and 'Resolved by' values still persist. These fields are not updated with new values.

Refer to the listed Known Error KB article for details.

Knowledge Management


Knowledge Management V3 Lists in UI page do not load if a 'sysparm_rollbased' parameter is passed in through the URL This issue is caused by a syntax error in the kb_list UI page.

Knowledge Management


Knowledge Management V3 In Windows Edge browser, Knowledge v3 import button does not upload documents as expected for Geneva and Helsinki

On a Geneva instance as an admin:

  1. Navigate to Knowledge > Home Page.
  2. Click Import.

    The system will ask you to browse the document to be uploaded.

  3. Select the document and click Open, or double-click on the document.

    A dialog window opens, asking for additional details.

  4. Click Import.

    Expected behavior: The system should ask the user to select the document. Once the user clicks Open or double-clicks on the document, a dialog window should open, asking for additional details.

    Actual behavior: Nothing happens.

On a Helsinki instance as an admin:

  1. Navigate to Knowledge > Home Page.
  2. Click Import.

    A dialog window opens, asking you to import files by dragging and dropping a Word file or clicking to select.

  3. Click + Click to Select.

    Expected behavior: The system should ask you to browse for the document.

    Actual behavior: Nothing happens.



List Filter search button is no longer available for ESS users in Istanbul After an upgrade to Istanbul, ESS users can no longer use the magnifying glass on a list view to enter search criteria for any column.
  1. Upgrade a Helsinki instance to Istanbul.

    Note that if a ESS user goes to the Change Request table, the magnifying glass on the list is greyed out.

  2. Make a role called 'dummy'.
  3. Assign the 'dummy' role to the ESS user.

The user is now able to click the magnifying glass and make column-based text searches.

Service Analytics


Users are seeing 'org.slf4j.impl.StaticLoggerBinder' errors upon MID Server startup When the MID Server starts up, errors appear in the wrapper log.

The following errors appear:

2016/12/21 18:56:25 | Overriding formatter to:
    (for handler: java.util.logging.FileHandler)
2016/12/21 18:56:39 | SLF4J: Failed to load class
2016/12/21 18:56:39 | SLF4J: Defaulting to
    no-operation (NOP) logger implementation;

MID Server


In Istanbul, Guided Setup's related items are pointing to an incorrect domain

Project Management


Schedule calculation is incorrect if the schedule is set for 8.5 hours If a schedule is set for 8.5 hours (for example, from 8:00-12:00 and 1:00-5:30), the end date calculations are incorrect.

Project Management


Project Management 'Copy Partial Project' does not copy values for 'Assignment group' and 'Assigned to'
  1. Open any project task which has values for Assignment group and Assigned to.
  2. Right-click on the form header > Copy partial project.
  3. Choose an existing project task.
  4. Open the copied task from the related list (tasks).

Note the Assigned to and Assignment group fields are empty.

Project Management


Cannot 'Close Complete' project task with manual calculation due to a modified actual start date If the actual start date is modified for a manual calculation project's a project task, the user will no longer be able to close off the task as 'Closed Completed'.
  1. Create a new project ( and fill out the mandatory fields.
  2. Set the calculation to Manual and save the record.
  3. Create a new project task via the related list, filling out the necessary mandatory fields. Save.
  4. Set the project task's state to Work in Progress and save.
  5. Change the Actual start date to a date in the future (increase by 1 day) and save.
  6. Change the Actual start date again (increase by another day) and save.
  7. Change the state for the project task to Close Complete and then save.

Expected behavior: The project task is closed without issues.

Actual behavior: The user is unable to close the project task as completed.

The following error messages appear: "Cannot change the planned end date of closed task. Invalid update"



Variables contain a prefix that makes it difficult to select items from the Reporting slushbucket
  1. Create a list report in sc_task (Catalog Task).
  2. Modify a column.
  3. Select a variable in the slushbucket.
  4. Select Service Category Request from the pop-up window.

All of the records are prefixed with "Service Category Request", which does not help the user identify the values they are looking for.

Server Side Scripting



Very large filter scripts are compiled even when com.glide.script.filter.interpreted.mode = true, causing metaspace memory issues

Refer to the listed Known Error KB article for details.

Service Mapping


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

Survey Management


Assessment After upgrading to Istanbul, Survey invitations are not displaying a URL link This issue occurs because the AssessmentUtils script include performs a GlideRecord query on sp_portal table without checking whether 'Service Portal - Core' plugin is activated on the instance. The system throws an error when the query is executed.

Unified Compliance Framework (UCF)



GRC: Compliance UCF The root UCF control (control 0) fails to download

Refer to the listed Known Error KB article for details.

User Interface (UI)


The sys_ui_navigator_history table creates extra entries for certain types of items on homepages The Navigator History [sys_ui_navigator_history] table generates unnecessary history logs for list widgets on home pages.

In UI16:

  1. Navigate to Self-Service > Homepage.
  2. Go to ITIL Homepage.

Note that two list gauges appear, and two history requests are made.

Visual Task Boards


Visual Task Boards VTB notification emails are sent from "" The expected sent-from address is "".
  1. Trigger a notification email from VTB.
  2. Note that the sent-from address is

Other Istanbul Patch 4 information

Dependency Views: Properties installed with Dependency Views

Two Dependency Views properties were added in Istanbul Patch 4:

  • glide.bsm.max_levels: Maximum level depth from the root CI that is initially displayed in Dependency Views maps. Level depth is the graph distance between the root CI and a node.
  • glide.bsm.show_virtual_node_children: Show children of virtual groups. Display the continuation of the map underneath virtual group. Virtual links are used to connect virtual groups to their child nodes.

Fixes included with Istanbul Patch 4

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