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Istanbul Patch 6

Istanbul Patch 6

The Istanbul Patch 6 release contains fixes to these problems.

Istanbul Patch 6 was released on June 5, 2017.
Build date: 05-19-2017_1034
Build tag: glide-istanbul-09-23-2016__patch6-05-02-2017

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 6 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 6, refer to KB0622599.

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

Asynchronous Message Bus



After upgrading to Helsinki, HttpClient thread count grows on the MID Server MID Server can go down due to a thread leak that causes the MID Server to run out of memory and go down.

Refer to the listed Known Error KB article for details.

Asynchronous Message Bus



Memory leak may prevent AMB (chat, record watcher, etc.) messages from being sent when session_message_queue_size reaches capacity In Istanbul, a memory leak has been discovered that prevents the AMB session message queue from being flushed correctly.

Refer to the listed Known Error KB article for details.

UI Policy/Client Script



IllegalStateException: Table name cannot be null on popup from sysapproval_approver_list On a list view, when hovering over the reference icon, errors occur in the logs.

Refer to the listed Known Error KB article for details.

Express to Enterprise


Some ACLs remain after an Express to Enterprise conversion pre-Istanbul After an Express to Enterprise conversion on a Helsinki, Geneva, or Fuji instance, some ACLs remain that prevent Enterprise admins from fully accessing script fields and other tables/fields.

Service Portal


Record producer in Service Portal places variable sets in different order in the variable editor When creating a record (for example, an incident) via a record producer in Service Portal, the variables are added to the variable editor in a different order than when they were created via the regular Service Catalog. The record created by Service Portal puts the variables in order without respecting the variable sets. The records created outside of Service Portal respect the order of the variable sets.

General performance improvements

Istanbul Patch 6 also contains performance improvements for the ServiceNow platform and user interface.

All Other Fixes

Problem Affected plugins Short description Description Steps to reproduce




Restored record points to archive table instead of original table A restored record URL points to the archive table instead of the original table, for example, ar_incident instead of incident.
  1. Enable the data archiving plugin.

    For more information, see the documentation topic Activate data archiving.

  2. Set up archiving rules for a table, for example, the incident table.
  3. Archive a few records.
  4. Restore the archived records.

    A message suggests record restored to original table, for example, incident.

  5. Go to the original table, for example, incident, and open the restored record.

Note that the URL points to the archive table instead of the original table, for example, ar_incident instead of incident.

Note also that there are now duplicate records, one in the original table and one in the archive table. This causes the UI action Archive Record to fail with the message "No Archive table defined in Archive Map for: archive table name"



Patching or update results in SAML2 installation exit activation, even though MultiSSO is active

Change Management


Change Management - CAB Workbench CAB Workbench dependencies load on all Service Portal pages The CAB Workbench Widgets unnecessarily load on all Service Portal pages.




Connect Connect throws 500 error when resetUnreadCount is called on an empty conversation In Helsinki and Istanbul, error messages appear in System Logs > Errors.
  1. Clear out all live_group_member records on the instance.
  2. Navigate to the $ tab.
  3. Switch to a different tab.
  4. Switch back to the $ tab.

Browser shows the HTTP request tries to call /api/now/connect/conversations/undefined



Configuring roles in connect.roles system property prevents users without the role from initiating Connect Support chats Although the connect.roles system property does impact Connect Support, blocking end users who do not have the role configured in this property from using Chat is incorrect system behavior.
  1. Activate the Connect Support plugin.
  2. Go to and set the connect.roles system property value to the chat_admin role or any other role.
  3. Log in as or impersonate a user that does not have the configured role as per this system property.
  4. Initiate a chat request as this user.

The following message is displayed: The administrator has restricted access to Connect.



NG shared components When trying to create a new chat conversation on IE, the list of users is not displayed Typing a user's name in a new Connect chat does not pull up a list of users.
  1. Click Connect Chat.
  2. To add user(s) to the chat, click +.
  3. Type a name (e.g. Abel).

On Chrome, it displays a list of users that match the name typed in. However, on IE, the window appears to be cut off and the list of users is not displayed.

Cloud Management Application


Azure daily billing downloads results are missing some data, especially at the end of the month

Contextual Search


Contextual search fails and exceptions appear in the log Contextual search fails, and errors appear in the logs.
  1. Go to
  2. Paste the following string in the Short description field:

    HSRVBWD1 Disk Free: C:\\ 4 % (Free Space) is below the error limit of 5 % in Free Space

Contextual search fails and you can see the exceptions in the log.

Customer Service Management


Assignment Workbench, Resource Matching Engine Clicking 'Find Agent' and 'Save' on new sn_customerservice_case records throws an error message, and a new record with only assigned_to field populated is created

When a user clicks 'Find Agent' for the assigned_to field on a new sn_customerservice_case record and saves the record, they receive an error message. Then, a new record is created with only the assigned_to field populated.

The error message is "Unique Key violation detected by database (Duplicate entry '29745177dbc23200df5d591e5e961964' for key 'PRIMARY')"

This issue does not affect existing records.

  1. Navigate to Customer Service > Cases > Create New.
  2. Populate some fields.
  3. Click the Find Agents icon next to the Assigned to (assigned_to) field, select a user, and click Assign.

    Note that the "assigned_to" field does not get populated.

  4. Click Submit or Save in the form header.

Expected result: A new case with all of the fields populated in steps 2 and 3 should be created.

Actual result:
  • The user receives the error "Unique Key violation detected by database (Duplicate entry "29745177dbc23200df5d591e5e961964" for key "PRIMARY")".
  • "Invalid insert" is displayed on the new record form. The record does not get saved.
  • An empty case is created with no fields but the Assigned to (assigned_to) field populated. Note its sys_id is the one shown in the error message.



Linux - Storage sensor for computers with lots of disks will run instance node out of memory and cause a restart Node performance is noticeably affected when running large sensors.




Memory issues when processing load balancer exploration sensors with large payloads (SNMP - Netscaler - System and SNMP - F5 BIG-IP - System)

Load balancer sensors can be cancelled and/or cause memory problems on a given node with very large payloads (e.g. above 2MB, typically containing several thousand OID values or more).

The fix for this PRB adds the result_format parameter. This parameter returns JSON formatted payloads for the SNMP - F5 BIG-IP - System and SNMP - Netscaler - System probes. See SNMP probe parameters for details.

Refer to the listed Known Error KB article for details.




SNMP GETBULK requests might not return results from some devices Some devices (such as F5) do not respond to SNMP GETBULK requests, but they do respond to the traditional GETNEXT requests.

Refer to the listed Known Error KB article for details.

Domain Support



Table upgrades and the Domain Hierarchy Validation job cause database performance issues When the Domain Hierarchy Validation job runs its nightly validation (also seen on table upgrades) on large tables that are domain separated, severe performance issues can occur on the database such as longer response times and semaphore exhaustion across all nodes.

Refer to the listed Known Error KB article for details.

Domain Support


Optimize domain hierarchy change updates Changing a domain hierarchy uses inefficient queries. These should be optimized for scalability and performance.
  1. Create a domain-separated table with many records (e.g. 100 million or more) and assign most of them to the global domain.
  2. To trigger the domain path updater job, change the domain hierarchy.
This takes over 10 minutes to complete, and other operations to the table are blocked.



Events inserted in event queue are case-sensitive, which can impair notifications If the case does not match the case in the event registry, notifications are not sent out.

Field Service Management


Agent Schedule As an admin, when a new Agent personal event is within the My Schedule calendar, the record is created but it does not display on the calendar The entries can be viewed from Agent Personal Events, but they do not appear on the calendar.
  1. Create two cases. Ensure one case has an actual end date and the other does not have an end date.
  2. Assign both cases to the same user (e.g. Abel Tuter).
  3. Impersonate Abel Tuter.
  4. Go to Field Service / My schedule. Make sure you have the configuration to show cases on the calendar.
  5. Add a new event and save it.

    Note the cases does not show up on the calendar.

  6. Impersonate admin.

Note this event is added to the Agent Personal Schedule.



For instances running Oracle DB, when glide.secondary.query.sysid is set to true, DB errors occur when filtering against tags Queries using the Tags feature return a "column ambiguously defined" error when the glide.secondary.query.sysid property is enabled on an instance using Oracle.

On an instance running Oracle DB:

  1. Set the glide.secondary.query.sysid property to true.
  2. Create some tags from any task record.
  3. Run a query against the tag.

A DB syntax error occurs: "column ambiguously defined".

Financial Management


Project Portfolio Suite with Financials Cost Breakdown rounding results on incorrect cost and budget totals
  1. Create a project.
  2. Create a cost plan that spans three months.
  3. For the cost plan, enter either a Capex or Opex amount of 2,000 and save.

    See that the Estimated Cost is 2,000.01 and not 2,000.

  4. Create a Capex or Opex budget for the project of 2,000 and save.
  5. Open the Cost Breakdown and configure the list so that there is a column total on the Budget column.

The total is 2,000.04 when it should be 2,000. Note that the rounding can be up or down. For example, if there is a three-period cost plan of 1000, three records are created at 333.33 each, totaling to 999.99.

Financial Management


Financial Management Deleting a record on the Cost Model table (itfm_cost_model) deletes all records from Bucket Allocation Rules (itfm_bucket_allocation_rule) table When a record is deleted on the Cost Model table (itfm_cost_model), all records are deleted from the Bucket Allocation Rules table (itfm_bucket_allocation_rule). This occurs regardless of which record was deleted from the Cost Model table.
  1. Activate the Financial Management [com.snc.financial_management] plugin.
  2. Navigate to Cost Transparency > Cost Models > All ("itfm_cost_model" table).
  3. Create 2 or more cost models.
  4. Create some records in the itfm_bucket_allocation_rule table related to buckets for the cost models created in step 3.
  5. Delete one of the cost models.

All records from itfm_bucket_allocation_rule are deleted, regardless of the cost model related they are related to.

Forms and Fields


NG shared components Angular-based resizable text fields spin up CPU repeatedly and indefinitely
  1. Create an incident with 200 activity stream entries.
  2. Go to that incident.
  3. Scroll up and down repeatedly with the task manager open.

Note that the CPU spikes as high as 100% and stays in the 10-30% range.

Human Resources Service Management


Human Resources Scoped App: Core, Human Resources Scoped App: Service Portal Issue with looking up or populating reference fields Reference fields populate slowly because many rows are returned. On an instance with 60000 or more users in the sys_user table:
  1. Create a case.
  2. For the Opened for field, click the Look up using list icon.

The reference field is too slow to populate all the users.



LDAP Support Enhanced UI LDAP synced users are not able to login because "No DN returned for [user_name]"
After the LDAP authentication is turned on and all configurations are complete, LDAP synced users cannot log in. In the LDAP log, users see messages such as:
  • <User name> cannot login
  • No DN field returned for <User name>
  • No user information found in ldap for <User name>

Knowledge Management


Knowledge Management V3 Output warning message occurs when opening the New Knowledge Record form without admin role When a non-admin user tries to create a kb_knowledge article, they will notice errors in the logs.

Knowledge Management


Knowledge Management V3 In IE11, the scroll bar overwrites the content displayed with Knowledge search from Incidents In IE11, the top-right of kb_view and kb_find pages are covered by IE's scroll bar.
  1. Navigate to Contextual Search > Table Configuration.
  2. Select the incident.
  3. Uncheck active.
  4. Create an incident. In the short description, type system, then select the knowledge book at the end of the field.

Notice the vertical scrollbar overlaps on the far right.

Knowledge Management


Knowledge Management V3 CMS - In Knowledge, the 'Copy permalink' link does not display upon page load of a KB article When a knowledge article is loaded through the CMS, the 'Copy Permalink' and other elements are cut off. These can only be accessed by tabbing through to the bottom of the page.
  1. In an OOB instance, go to the ESS.
  2. Click Knowledge.
  3. Search for an article and click on it.

The "Copy permalink" link does not appear.

Knowledge Management


Social Q&A Favorite button is broken on Knowledge questions The Favorite button is broken on Knowledge questions. However, the button outline appears when a user hovers over the space next to the back button on the form header.




Reference field autocomplete/typeahead blocks the filter's reference input field and when editing a list When attempting to auto-complete a reference field value in a filter, the input field is covered with the suggestions list. When only one result is returned, a one-item list appears above the text field, but you need to use the down arrow to select it using the keyboard.
  1. Navigate to Incident > Open (or fix targets or stories).
  2. Open the filter builder and add a new AND clause.
  3. Choose Configuration Item (Problem on HI, or Target Branch for fix target or story).
  4. Tab over to the text area and type a single character.

Note that suggestions appear starting above the text area and continuing down over the top of it



Mobile UI, NG shared components Clearing and adding options to a choice field multiple times in a client script does not work as expected

Performance Analytics


Additional Conditions for Indicators does not work correctly in two scenarios and impacts data collection
Additional Conditions for indicators does not work correctly in two scenarios:
  • "IS NOT" condition does not exclude NULL values (whereas in other filters / condition buildings it does exclude NULL values)
  • "IS SAME AS" is case sensitive in PA but not in the list view

When a user upgrades from Fuji to Helsinki with the additional conditions configured in Fuji (and working as expected), they do not work correctly in Helsinki.

Performance Analytics


Performance Analytics During migration the db connections are not released and the data collector can keep running in memory space The migrator does not explicitly release database connections after executing each queries (select and insert). Under some conditions. the migrator may start along with data collectors. Data collectors are deactivated manually before migration; however, they still run in memory space, which causes unexpected duplicates in the new scores table and migration failure.

Performance Analytics


PA Dashboards not loading - NullPointerException error Certain users are having an issue with the dashboard page loading correctly. They get a white page and the dashboard drop-down list does not load.

Navigate to Performance Analytics > Dashboards.

You will see a white page and no list of dashboards.

Performance Analytics


Performance Analytics - Content Pack - Configuration Management (CMDB) Running a historical data collection (relative start = 60 months) results in memory issues Memory issues occur while running a historical data collection on CMDB content.
  1. Install Performance Analytics - Content Pack - Configuration Management (CMDB).
  2. Navigate to Performance Analytics > Jobs.
  3. Execute [PA CMDB] Historic Data Collection.

Performance Analytics


The Performance Analytics Scores Migration Monitor should not reset migration duration after the job has run for 24 hours

Performance Analytics


Log information contains incorrect information about amount of scores
  1. Run score migration in the instance.
  2. Find the logs for PAScoresMigrater.

The number of migrated new scores in the log does not match the number of scores in the pa_scores_l1 and l2 tables.

Performance Analytics


After migration fails, users are unable to rerun migration
  1. Modify system property to use old scores table
  2. Run any PA collection job to collector some scores, and make sure that some 2nd level scores are collected.
  3. Navigate to pa_scores list, choose a 1st level score which is "parent" of a 2nd level score. Make duplicates manually for this score with the same information (indicator, breakdown, element, breakdown_level2, element_level2, start_at, sys_domain) combination as the original score.
  4. Activate the PA scores migration plugin.
  5. Check migration monitor page.

    It shows that the migration failed.

  6. Navigate to sys_trigger list, and search for name="Migrate old scores".
  7. Right-click the record and click Execute Now.

Expected result: Migration is started and failed again.

Actual result: Migration is not started.

Performance Analytics


The large pa_score_table 'Scores Migration Monitor' takes a long time to update the progress bar inform users about migration staring The progress bar is important because it informs users that the migration has started. The progress bar should be updated in a timely manner.

Performance Analytics


Performance Analytics Business rule to update scores_modified_at is not present for pa_scores_l1 and pa_scores_l2

Performance Analytics


Performance Analytics The script "Check duplicated scores before migration" also checks invalid indicators/breakdowns for duplicates The script 'Check duplicated scores before migration' checks for duplicate scores on indicators and breakdowns that have already been deleted, but the scores were not.



When a task column is moved into offrow storage, it breaks certain database views that include tables that extend task Using the view in a report or via 'Try it' results in an error: "Syntax Error or Access Rule Violation detected by database (Unknown column 'XXXX.XXXX' in 'on clause') ".
  1. Activate the 'Database Column Offrow Migration' plugin.
  2. Create a string column on task with length of 4000.
  3. On the Dictionary record for the new column, click the Move Column Offrow related link, and click Start to confirm the action.
  4. Now open one of the following database view records, and click Try it:
    • incident_sla
    • incident_metric
    • incident_time_worked
    • problem_metric
    • task_survey_detail

You receive an error message: "Syntax Error or Access Rule Violation detected by database (Unknown column 'task_survey_detail0.sys_id' in 'on clause')".



Recording state changes between "finished recording" and "in progress" Scheduled jobs inserted during a rollback recording context set the 'rollback_context_id' field on sys_trigger to the rollback context being recorded. When such jobs are triggered, they append to that rollback context.

Platform Performance


Clicking View Map on a Service Mapping Business Service form triggers cache flush and instance becomes unusable

Platform Security


Contextual Security Excessive number of records on 'sys_user_role_contains' table can cause the to stall an upgrade

Platform Security


Scoped Admin – Error messages appear when navigating to a group that grants a scoped role Many error messages appear when a user navigates to a group that grants a scoped role, if the user does not have the proper role to assign it.
  1. Create a new scoped application.
  2. Create two roles: sn_app_user and sn_app_admin. Make sn_app_user only assignable by sn_app_admin.
  3. Give one user sn_app_admin. Do not give this role to the system admin.
  4. Create a group that assigns the role sn_app_user.
  5. Turn on scoped administration.
  6. As admin (not scoped admin), navigate to the group you created.
  7. Refresh the page.

Error messages appear.

Platform Security


Role Management V2: No data displays in the 'Audit Roles > Granted by Group' related list on sys_user_group

This issue occurs because the sys_audit_role table is not correctly associating entries to the groups the roles came from.

The fix for this PRB adds the glide.role_management.v2.audit_roles property, which allows the Audit Roles table to create audit records when user roles change after the Contextual Security: Role Management V2 plugin is installed. For details, see Enable role auditing with Contextual Security: Role Management Enhancements.

  1. Navigate to the sys_user_group table.
  2. Open the HR record.
  3. Right-click the form header and click Configure > Related Lists.
  4. Add the 'Audit Roles > Granted by Group' related list.
  5. In the Roles related list, add or remove a role to the group.

    The form will reload with addinfomessages.

  6. Scroll down to the Audit Roles related list.

    There are no records.

Expected behavior: There is a link to each sys_audit_role record that was created, because a user received or lost a role associated to this group.

Actual behavior: No information is shown. The sys_audit_role records created are not associated to the group.

Platform Security


Contextual Security: Role Management Enhancements fix_sys_user_has_role fix script should not run during upgrade On an instance with the com.glide.role_management.inh_count plugin activated, the fix_sys_user_has_role fix script should not run during an upgrade. The fix script can cause the upgrade to stall for instances with large number of sys_user_has_role records.



Procurement Destination stockroom in add transfer order returns no values if glide.invalid_query.returns_no_rows is set to 'true'

Activate the Procurement plugin with demo data.

  1. Navigate to Service Catalog > Hardware Items > Printers > Canon imageCLASS Laser Printer.
  2. Click Order Now.
  3. Then, click the Request Number (e.g. REQ0010001) > Catalog Task tab > Catalog Task number (e.g. SCTASK0010001) > Source Request.
  4. Click Add Transfer Order.
  5. Click Destination Stockroom.

    Notice that it has values in it.

  6. In sys_properties, add property glide.invalid_query.returns_no_rows and set the value to true.
  7. Repeat steps 1-5.

The Destination Stockroom is empty.

Project Management


When the Project template is used, attachments do not stay on the project task When a template is created for a project, the project template has project tasks. If a project task contains an attachment in the template, the attachment is added to the project record, but not to the project task.

Project Management


Project Management Non-admin users cannot see data for Project Task Link (pm_project_task_link) A user with the project_manager role is able to create records for the pm_project_task_link table. However, they are not able to view these same records because the Project Task Link (pm_project_task_link) table is missing a 'read table level' ACL.


  • The High Security plugin is activated with the default setting Deny.
  • The Project Management plugins are activated.
  • The Project Task Link related list is configured on the Project Task form.

Steps to reproduce

  1. Impersonate any user with the project_manager role.
  2. Go to any existing project, and create and save a new Project Task.

    The 'Create Change and link from Project Task' related link should appear on the form. Observe that even though the Project Task Link record is created, neither the Project Task Link related list nor the table data is displayed on the form. This occurs because the table is missing a 'read table level' ACL for this table.

  3. Now create a table level Read ACL for this table.
  4. Reload the Project Task record.

    The Project Task Link related list is displayed, including the data generated.

Project Management


Updating a Project record's state to 'Work in Progress' is saved as two updates The same users will get notified twice for what should be a single event.
  1. Create a new project, and give it a start and end date. Do not add any tasks.
  2. Save.
  3. Click Start project.
  4. Right-click the header, and select History > List > Show matching on the State field.

The history shows two entries for the project entering the 'Work in progress' state.

Project Management


Cost Plan breakdown is incorrect for resource plans with weekly distribution when the plan date is across Daylight Savings Time
  1. Set the User/System timezone to PST.
  2. Perform all the prerequisites for financial planning.
  3. Create a project.
  4. Create a resource plan between October 10 to December 10 with weekly allocations.
  5. Open the cost plan created for the resource plan, and verify the cost and cost plan breakdown.

Expected behavior: The cost plan breakdown correctly displays the cost.

Actual behavior: The cost plan breakdown displays an incorrect cost.

  1. Create a resource plan for the same project between 2016-09-01 and 2016-11-01.
  2. Check the cost plan.

Expected behavior: The total cost is $8000.

Actual behavior: The total cost is displayed as $7500.

Project Portfolio Management


Project Management, Problem Tasks In List view "current.sys_class_name" evaluates as undefined, causing ACLs to fail for dot-walked fields "current.sys_class_name" evaluates as undefined when used in ACL scripts and when the ACL is executed while pulling list data. The same "current.sys_class_name" evaluates properly when the ACL is executed from a form allowing the ACL to pass.
  1. Open
  2. Configure the list layout and add the dot-walked field Project (Sub tree root).Short Description.

    As an admin you will be able to see the short description field.

  3. Impersonate it_project_user.
  4. Open the project task list.

You will no longer see the short description.

Project Portfolio Management


Project Portfolio Suite with Financials PPMFundManager script needs to be corrected The PPMFundManager script include incorrectly counts some postings twice. Due to the way that the query is constructed, if an expense line is added on March 31st, it will count in both March and in April, and the cost will be allocated twice on the Cost Plan Breakdown.
  1. Set up a financial calendar to follow the normal calendar (1 year, 4 quarters, 12 months).
  2. Go to fm_expense_line, and enter an expense with the date March 31. Then, relate the expense to a task.
  3. Change the state of the expense line to Processed.
  4. Open the cost_plan_breakdown and filter on the task selected in step 2.

Notice that the cost of the invoice is allocated to both March and April.

Resource Management


Resource Management Empty rows are shown in resource availability reports when there are more than 1000 data points
  1. Create a resource group with more than 20 members.
  2. Navigate to Resource reports.
  3. Select:
    • Report type: Availability
    • Entity type: Group
    • Group: Created in step1
    • Members: all members
    • Zoom level: Weekly
    • Report duration: 1 Year
  4. Click Run.

The resource availability report has blank rows.

Security Incident Response


Vulnerability Response Concurrency issues with Vulnerability Response integrations via MID Server

Server Side Scripting


Dot-walking through a reference to tags field results in Syntax Error or Access Rule Violation
If a user configure a list to add a dot-walk to the tags field of a reference, the list no longer displays properly. The user receives these listed errors when viewing the list:
  • MySQL: Syntax Error or Access Rule Violation detected by database (Unknown column 'task4.sys_tags' in 'field list')
  • Oracle: Syntax Error or Access Rule Violation detected by database (ORA-00904: "TASK1"."sys_tags": invalid identifier)

Service Catalog


If a variable value contains unprintable ASCII characters, the Edit Cart and 2-step Checkout pages will not load

If a variable value contains unprintable ASCII characters which are invalid XML once encoded (e.g. &#11;, &#16;), the Edit Cart and 2-step Checkout pages will not load.

If a user pastes a value into a catalog item string variable, which includes unprintable ASCII characters:
  1. The value will be saved in the cart item sc_item_option record.
  2. The Edit Cart/2 step checkout page (com.glideapp.servicecatalog_cart_view_v2) will not load with an error such as "Character reference "&#16" is an invalid XML character."
  1. Create a Catalog item with a single-line text variable.
  2. To open the item in the catalog, click Try it.
  3. Copy/paste text into the variable, including some hieroglyphs starting with 17h, followed by "proper text after unprintable characters".
  4. Add to cart.

    Note that a sc_item_option record now exists with this value.

  5. Click Edit Cart.

    This loads the 'com.glideapp.servicecatalog_cart_view_v2' UI Page that is also used for 2-step checkout.

Note the error: "Character reference "&#17" is an invalid XML character."

Service Catalog



Unable to add variables to Service Catalog items When the High Security plugin is not activated, users are unable to create new variables after upgrading the instance to Helsinki. Some base system ACLs are missing.

This issue occurs only when High Security Settings Plugin (com.glide.high_security) is not enabled.

  1. Log in to an instance as a catalog_admin or catalog_editor.
  2. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
  3. Click New.
  4. In the Variables section or tab, click New.

Note that all of the fields are read-only.

Service Catalog



Slow performance when 'Reduce request price - approval change' business rule scans sc_request_item records with no sc_request value Currently, the out of box business rule 'Reduce request price - approval change' does not validate if sc_req_item.request has a valid sys_id. When it runs, if there are many requested items with an empty request, then all of them will be checked. This can cause slow performance on the affected node.
  1. Create many (50k) sc_req_item records with an empty sc_request value
  2. Create an approval on a sc_req_item
  3. Change the sourceTable of the approval to sc_req_item, to trigger the business rule

Observe slow performance as the business rule scans all the orphaned sc_req_item records.

Service Catalog


Category on Service Catalog that contains a Content Item will not be visible to non-admin user on Self-Service homepage If a category on Service Catalog is created to contain a Content Item, and it gets added to Self Service Page, it will not be visible to non-admin users upon an upgrade to Istanbul.

Service Catalog


Problem occurs with user criteria cache if more than one locale is installed

Service Desk: Call



Service Desk Call Service Request from a New Call not created and screen is blank if description is long and contains special characters New Call passes parameters via URL to create Service Requests. If the New Call has long description text that contains special characters and TinyURL is invoked, it fails to encode them. The Service Request is not created, and a blank screen instead of the shopping cart is displayed on the first step of this process.
  1. Install the Service desk plugin.
  2. Create a new call (new_call) and populate the form fields with the following sample values (or use your own values):
    • Call Type: Request
    • Caller: Demo user Abel Tuter
    • Request Item: Access
    • Description: "Leading 2% cash" and additional text that is longer than 1024 character (the value on the property glide.tiny_url_min_length).
  3. Click Submit.

Note that submission of the form redirects to a blank screen and an error is logged in the localhost logs.

Service Level Agreement (SLA)


Displaying the 'Repair SLAs' UI action can be slow when a large number of contract SLAs is defined The condition to display (or not display) the UI action link can trigger the compacting or expanding of rows. However, only a count is needed, not the actual records.

Service Mapping


Identification engine error when discovering included MSSQL database on Windows machine with OS Cluster When discovering the included item cmdb_ci_db_mssql_database running on a Windows host which is part of a cluster, users sometimes get an identification engine error.

Service Mapping


Pattern Debugger: 'Retrieve file' and 'Run Command' from a step inside a library does not work when using variables

An error occurs, and the variable appears to be evaluated as empty. These do work when a constant expression is used (simple string).

For example, if the variable config_directory is "/tmp" and the following is used: $config_directory + "/a.conf", then retrieving the file returns an error. Otherwise, if "/tmp/a.conf" is used, then the file is returned as expected.

  1. Debug some pattern.
  2. From inside a library step, add parse file or parse command step.
  3. Add an expression (path or command) using variables.
  4. Click Retrieve file or Run Command.

An error will appear.

Service Portal


Lookup Select Box does not populate correctly in the Service Portal The Lookup Select Box does not populate correctly in the Service Portal when the reference qualifier is based on a script include that calls GlideDBObjectManager.getTables() on the current item, and the current item is extended from sc_cat_item. Under certain conditions, scripting will fail.

User Interface (UI)


Fixed queries are not part of the export query in v3

UI Components


List v2 List header shows escaped apostrophe/quote character as \' (frequently with translations) This issue affects users who need to have Table Column Label names that contain apostrophes, double quotations, &, and <. These characters are displayed in the list view as escaped \'. Users of languages with frequent translations are particularly affected (e.g. French).
  1. Create a table or open any table from sys_db_object.
  2. Change one of the column labels to have an apostrophe in its name. This is a common pattern in the French language (e.g. l'oiseau). Save.
  3. Visit the table directly in its list view. Ensure that the column with the apostrophe name is visible.

Notice that the apostrophe is escaped. In this example, it shows as "l\'oiseau" instead of "l'oiseau".

UI Components


Magellan Navigator In IE9, unable to open any links with the format instance/nav_to?uri=url When users navigate to the homepage in IE9 and try to open a link with the format instance/, the links do not open.

UI Components


'Remove the Logout button' is not working correctly
  1. Navigate to User Administration > User Preferences.
  2. Delete the system preference user.can.logout.
  3. Clear the cache.
  4. Log out.
  5. Log in.

The log out button is still enabled.

UI Components


Tablet Device Support - iPad with iOS 6+ Tablet UI bug - searching list fields When accessing a field list in the Tablet UI, users are unable to search via the search fields. A "Processing..." message displays permanently, covering up parts of the search fields.
  1. Install the tablet UI plugin and navigate to $
  2. Navigate to Incidents > Open.
  3. Click on any incident.
  4. Inside that incident, click on the watch list magnifying glass.

Expected behavior: The "Processing..." message will go away after a few seconds, and the fields will be searchable.

Actual behavior: The "Processing..." message stays up permanently, and the fields are not searchable.

UI Components


Hint message shows up as "null" for Service Catalog Items fields
  1. Go to a service catalog item (e.g. Service Catalog > Catalog > Data center > Cloud Project Deletion).
  2. Hover over any field.

Expected result: There is no hint message.

Actual result: A hint message appears with "null".

UI Components


Active/Boolean field is empty in condition builder when user drills down bar report to a v3 list In report designer, while drilling down a bar report grouped by some boolean field (e.g. Active), the user is taken to a platform list with the Active field as empty in filters. However, the correct value for the Active field can be seen in breadcrumbs on the platform list.
  1. Activate the List v3 plugin and ensure it is enabled for the Incident table.
  2. Create a Bar report on Incident table, and group by Active.
  3. Save the report.
  4. Drill down one of the bars in the report to a platform list.
  5. Expand the filters on the platform list.

The group by field "Active" is empty in filters, but the correct value is shown in the breadcrumbs.

UI Policy/Client Script


UI policy disabled check should first check if the field is mandatory and the value is empty before disabling

Update Sets



sys_storage_alias entry is not deleted when dropping a field from an extended table in update set commit Records in the sys_storage_alias table are not deleted when dropping a field from an extended table via an update set commit.

Refer to the listed Known Error KB article for details.

Usage Analytics


ua_instance_state table is not included in clone excludes table

Usage Analytics


When multiple app entries exist for the same plugin with different labels, the plugin activation check produces incorrect results

For example, if a user has an ITBM license that includes the com.snc.financial_management plugin, the subscription and associated applications display correctly on the user's instance. However, when they try to activate the plugin, they receive the error "Activation failed for plugin com.snc.financial_management because you need to purchase a subscription to install this plugin."

Affected plugins include com.snc.change_request, com.snc.cost_management, com.snc.financial_management, com.snc.governance,, com.snc.incident, com.snc.notifynow, com.snc.work_management, com.sn_hr_core, com.sn_risk, com.snc.appstore.*, and com.snc.createnow.*

Vulnerability Response


Threat Intelligence, Security Support Common Process Scan Queue job triggers unoptimized SQL statements These slow queries can result in performance issues.

Web Services



SOAP insertMultipleResponse yields inconsistent results when invoked simultaneously

Refer to the listed Known Error KB article for details.



Workflow Authoring Tools Window hangs because of workflow sequence generation While designing a workflow, windows might hang.



Unable to select Variables in the workflow editor condition statement for Request Item workflows
  1. Open a Workflow on the table Requested Item [sc_req_item] (e.g. Service Catalog Item Request).
  2. Check out the workflow.
  3. Click any Approval - User activity.
  4. Under the When to Run section, make sure Variables is an option that can be selected in the -- choose field -- drop down.
  5. Open a Workflow that is not on Requested Item (e.g. Change Request - Normal).
  6. Check out the workflow.
  7. Click any Approval - Group activity.
  8. Under the When to Run section, make sure Variables is not an option that can be selected in the -- choose field -- drop down.

Other Istanbul Patch 6 information

Fixes included with Istanbul Patch 6

* 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.