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Istanbul Patch 7

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Istanbul Patch 7

The Istanbul Patch 7 release contains fixes to these problems.

Istanbul Patch 7 was released on July 6, 2017.
Build date: 06-27-2017_1849
Build tag: glide-istanbul-09-23-2016__patch7-06-13-2017

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 7 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 7, refer to KB0623231.

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

Domain Support



Upgrades are causing domain table to be reset back to sys_user_group, causing recalculation of domain paths and unique constraint violations A Unique Key violation error occurs when adding/importing a group into a domain separated instance upgraded to Istanbul Patch 6. Istanbul Patch 6 adds a unique index to sys_user_group table, which is supposed to allow duplicate values.

Refer to the listed Known Error KB article for details.

Platform Performance


A high volume of transactions from a single session can exceed transaction queue, causing HTTP 429 errors Due to an issue with max waiters, which admit only [x] number of transactions for the same session into the transaction queue, more than [x] transactions for a single session can end up in the transaction queue when the transactions for this session have very short transaction processing times.

Incident Management



Base system business rules mark_closed and mark_resolved still use deprecated calendars and return incorrect results Because deprecated calendars are being used, the mark_closed and mark_resolved business rules return incorrect results.
  1. Navigate to Incident > All.
  2. Personalize the list by adding the following columns to the list view:
    • Open
    • Closed
    • Business duration
    • Business resolve time

    For more information, see Personal lists.

Note that some of the Business duration and Business resolve time entries are incorrect.

UI Components



UI16 does not render the email reply button on the activity (filtered) formatter The functionality is available after switching to UI15.

Refer to the listed Known Error KB article for details.

Service Mapping


Under certain circumstances, Discovery processing is very slow or stuck When Service Mapping discovery is run for multiple services (or all services), the discovery job may slow down due to the service recomputation jobs being processed. As a result, discovery tasks can time out.

Import / Export



Setting glide.export.excel.wrap_cells to false does not allow user to Export .xlsx format excel files with columns containing more than 255 characters

Refer to the listed Known Error KB article for details.

UI Components


Delay in Type Filter on left navigation panel There is a delay when typing text into the Type Filter text in the left navigation panel. The delay is much more significant in Istanbul vs. Helsinki due to styling changes, including some additional markup between the Helsinki and Istanbul releases.
  1. In the filter navigator, type System or any other term.
  2. Notice the slight delay in the type-ahead.

All Other Fixes

Problem Affected plugins Short description Description Steps to reproduce



Approving a change request takes a long time Some users are experiencing performance issues when approving a change request as an Approver.
  1. As an approver, view a change request that needs to be approved.
  2. Click the Approver link.
  3. In the Approval form, click Approve.

Approving the change request takes a long time.



Public surveys require the guest account, which gets removed when demo data is removed Public surveys require the guest account to work. However, the guest account is considered demo data and will get deleted if a user requests to remove all demo data. After that, trying to access a public survey will result in a blank page.



Assessment Assessment > Administration > Bubble chart is not working as expected
  1. Navigate to Assessment Administration.
  2. Click Bubble chart Recommendations.
  3. Click View Bubble chart.

The graph is not displayed.

Asynchronous Message Bus


Long-running AMB unsubscribe transactions can result in business rules not running for the rest of the session
  1. Navigate to a form.
  2. Invalidate the cache.
  3. Navigate away from the form.

If your unsubscribe transaction is slow enough to get cancelled while we are loading table descriptors for variables tables (var__*), your session may be left with workflow turned off.

Automated Test Framework



Automated Test Framework Copying the Record Query step configuration results in a new step configuration that cannot be rendered when adding the Test Step to a test Copying the Record Query step configuration results in a new step configuration that cannot be rendered when adding the Test Step to a test.
  1. Navigate to Automated Test Framework Administration Step Configurations.
  2. Click Record Query.

    For more information, see Server test step: Record Query.

  3. Click Copy.
  4. Navigate to Automated Test Framework Tests.
  5. Click New to create a new test and click Save.
  6. Click Add Test Step and choose Record Query copy and click Next.

Note that the Record Query copy step form does not render Condition fields, and when attempting to set the conditions fields the error 'First select a table' is displayed.

Automated Test Framework


Automated Test Framework Jasmine test suite result only reflects the last spec's result A Jasmine test step does not fail if there are multiple failing specifications and the last specification passes.
  1. Write a Jasmine suite which contains multiple specs, like described in the post.

    If the last spec passes, the suite result is Pass. Even if a previous spec fails, the suite result is still Pass.

  2. Check the test log.

    The failure is shown.

Automated Test Framework



Automated Test Framework Set Field Values step configuration does not support dependent / asynchronous updating fields

Refer to the listed Known Error KB article for details.

Change Management Conflict Detector


Change Management - Collision Detector On search page,, value for conflict_Status field is already set, rather than --None-- When a Change Request form is loaded in Search mode (, the Conflict Status field value shows as No Conflict instead of None. Since the form is loaded in Search mode, all the fields are expected to be empty, and choice list fields are expected to be shown as None.

In an Istanbul instance, navigate to: https://<instance-name>

Notice conflict_status field has a value set, rather than --None-- like other fields with choices.



UI Components, Visual Task Boards Local images cannot be pasted into Connect Due to a W3C spec change, local images can no longer be pasted into Connect messages.
  1. Open a Connect mini chat and start a new conversation.
  2. Use the mac Keyboard shortcut to take a screenshot (Ctrl + Shift + Cmd + 4).
  3. In the Message section of the Connect mini chat, paste the image with Cmd + V.

The image should paste into the Connect chat and you should be able to hit enter to send it. However, there is a console error and no image is added to the chat.

Configuration Management Database (CMDB)


Checkpoint reaper encounters an error when trying to set the previous checkpoint reference to a non-existent sys ID The following error occurs: java.lang.IllegalArgumentException: Trying to set field svc_model_checkpoint:previous_checkpoint to reference non-existent record

Configuration Management Database (CMDB)


Identification Engine: Lookup matching should rely on both the criterion attribute and the referenced sys_id A Linux identifier throws a Multi-Match error when discovering a server that does not have a duplicated serial number.

Contextual Search


Knowledge Management V3 Relevancy score is getting calculated as -1 when searching select articles from the knowledge homepage.

Knowledge base search is not working as expected. Though search results are ordered by the relevance/rank, records with higher rank are given a relevancy number of -1, which puts them at the very bottom of the search results that can span multiple pages.

This issue occurs on the knowledge reach results page when the property is set to true.

  1. Go to the property and set its value to true (/
  2. Create and publish a knowledge article with the short description "Test of PRB910622 - 07 JUNE 2017 Workflow states EXTERNAL KNOWLEDGE BASE":
  3. Navigate to Knowledge > Create New.
    • Short description: "Test of PRB910622 - 07 JUNE 2017 Workflow states EXTERNAL KNOWLEDGE BASE"
    • Knowledge base: Knowledge
    • Right-click on the header and click Save.
    • Click Publish.
  4. Navigate to Knowledge > Homepage.
  5. Search for "Test of PRB910622 - 07 JUNE 2017 Workflow states EXTERNAL KNOWLEDGE BASE".

Notice that the "Relevancy" value for the knowledge article is -1. If you reduce the search on step 4 for "Test of PRB910622" the issue will no longer be reproducible.

Core Platform


When domain separated is enabled, form caches should key entries more effectively ActionManager (UI actions) should define syscache_ui_action as the private cacheable instead of sys_ui_action. In addition, ActionManager domain selection should retrieve the domain from the record, not the session. Domains for the sys_choice cache should also be implemented correctly.

Core Platform


GlideWrapFactory is using the wrong scope

Core Platform


A group can be its own parent, leading to infinite recursion Prevent Recursion is a base system business rule on sys_user_group that protects against recursion. However, it can be bypassed when business rules are turned off. This can be caused by 'A is parent of A' scenario or a more extended loop, such as 'C > B > A > C'.
  1. Deactivate the business rule Prevent Recursion on sys_user_group.
  2. Create a User Group (sys_user_group) where the Parent field is pointing to the group itself, creating a self-referencing group.
  3. Impersonate a user in the group, or add one if necessary.
  4. Open the My Group's Work module.
  5. Navigate to System Logs > Errors.

Notice the StackOverflowError message.

Core Platform


List field and slushbucket do not retain language translations If a display field is a translated text/field which puts the values into a list field to be displayed in a many to many list, the text/field is not translated. A many to many list will have values in the list that are not translated into the current session language. A many to many list looks like the pop up when you click on the gear wheel in the corner of list.
  1. Navigate to an incident, right-click the header, and click Form layout to add a new field:
    • Name: KB
    • Type: list
    • Refers to: kb_knowledge_base table
  2. Change the language to French.
  3. Navigate to Bases de connaissances > Bases de connaissances.

    Check that you have a translation for the knowledge base name.

  4. Open an incident, and choose a value for the field KB and save.
  5. In the same incident, click the lock on the KB field > Add/Remove Multiples.
  6. Move one value in French from the left to the right.

    Note the value in the right column is in English, and there are no results when you search in French.

  7. Save.

The value in the KB field is showing in English and not in French.

Core Platform


When a glide_list field is made from choice entries instead of referenced records, forms do not always load completely

glide_list fields are most commonly used to refer to records in another table. For example, the watch list field lists user records ("users") who should be notified about updates to a ticket.

If a glide_list is not configured to reference any table, it gets its values from sys_choice records. Users can configure choices for the field, and then from the table's form, they can select one or more of the choices to be included in the list.

This type of glide_list is susceptible to a concurrency issue with cached choice lists. It works directly with the cached choice list, so if two threads run this same code at the same time, they can corrupt the cached list and lead to NullPointerExceptions, for example. This can break the form that the glide_list is part of.




CIs are being created with the name [OBJECT OBJECT].[OBJECT OBJECT] Configuration items are being created with the name "[OBJECT OBJECT].[OBJECT OBJECT]"
  1. Hop on to an instance and connect to a MID server.
  2. Perform Quick Discovery on any of your Windows CIs.

Note that the Discovery log shows "Exactly one match was found in the CMDB: [OBJECT OBJECT].[OBJECT OBJECT]".



A discovery can be set to 'complete' before it is actually complete When a discovery is prematurely set to 'complete', the next schedules are triggered even though the discovery is not done yet.




Sensor error when processing Windows - Storage : TypeError: Cannot convert null to an object When the ProviderName from the WMI property Win32_MappedLogicalDisk.ProviderName is empty, the Windows - 2008 Storage probe payload, the sensor will get the error: "TypeError: Cannot convert null to an object"

Refer to the listed Known Error KB article for details.



For large discoveries, the logs are filled with errors such as "No discovery source passed to ObjectSource"



Windows credentials with special characters do not work when used by new PowerShell implementation (affects test credential and WinRM) The new PowerShell API, which is used by WinRM and test credential, does not correctly handle Windows credentials where there is a PowerShell-specific special character such as "$" in the username or password. This will cause authentication failures with targets even though the credentials are correctly defined.
  1. Create a windows credential for an associated device that has a special character such as "$" as part of the password.
  2. Run test credential against the device.

Notice the credential test fails, even though this is the correct credential. As part of verifying the credential is correct, running a normal quick discovery on the target (as long as WMI is being used and not WinRM). This should result in a successful authentication and discovery of the device, and there should be an IP affinity created with the credential that failed the test in step 2.




Discovery source attribute is not populated for Windows cluster and Hyper-V CI When Discovery creates a 'Windows Cluster' CI in the cmdb_ci_win_cluster table, the sensor does not fill in the discovery_source field as "ServiceNow". It is inserted with an empty value. CIs created by Discovery on cmdb_ci_hyper_v_cluster and cmdb_ci_hyper_v_server also have an empty discovery_source as well.

Refer to the listed Known Error KB article for details.




CIM_ERR_INVALID_PARAMETER: CIM_HostedShare warning is displayed during storage Discovery The warning "CIM_ERR_INVALID_PARAMETER: CIM_HostedShare is displayed during storage discovery" appears when discovering specific CIM servers.

Domain Support


Using record domain does not work for choice lists in mobile Choice list entries created for domains do not show up properly in mobile when viewing records in domains different from the session domain.

Domain Support


Forced update on domain record results in unnecessary recalculations of the domain code and path Changing the domain's code and path can potentially turn into an expensive operation that updates millions of records in other tables.

Edge Encryption


Mass encryption fails for large datasets Using Edge Encryption to encrypt big datasets at the same time can fail on certain areas with large attachments.



Visual Task Boards, Checklist, Service Management Core When no user ID is given, all checklist templates are returned (instead of only the current user's templates)
  1. Enable the Checklists plugin.
  2. On an Incident form, configure the form design and add the Checklist formatter.
  3. On the form, create a checklist.
  4. Then, click on the arrow to the right of the Checklist and select Save as Template.
  5. Navigate to checklist_template.list.

You are able to assign a Group to a template, but it does not work because all users (in any group) can still apply the template.

Note: A checklist template is different from a regular form template. To apply it, you need to click on the arrow to the right of the 'Checklist' inside the incident form.

Governance, Risk and Compliance


Service Management Core Customized record on knowledge base table is overwritten by an upgrade due to incorrect update name In the GRC plugin, one of the files is incorrectly named 'kb_knowledge_base.xml', which causes customized knowledge base records to get overwritten during an upgrade. The file should be named 'kb_knowledge_base_3e15d7209f203100 2920f7f8677fcf09.xml' instead.

Governance, Risk and Compliance


UCF Configurations records do not load properly when glide.ui.escape_text is set to 'false' When the system property glide.ui.escape_text is set to 'false', the form interface for UCF configurations does not render properly.
  1. Install the plugin "GRC: Compliance UCF".
  2. Set the system property glide.ui.escape_text to false.
  3. Navigate to Unified Compliance Integration.
  4. Open the UCF record.

The page is not properly rendered.

Governance, Risk and Compliance


GRC: Policy and Compliance Management, GRC: Risk Management Deleting, updating, and generating items simultaneously causes item generation to get stuck
  1. Create a profile type, associate risk frameworks, and generate items.
  2. Update the profile types condition.
  3. Associate the risk framework while the profiles are being updated.

Notice that the item generation gets stuck.

Guided Setup



Guided Setup Framework Delete list action is missing from list actions of subdomains When the Domain Separation plugin is enabled, the Delete action on lists is missing if the user's domain is not global.
  1. Log in to the instance.
  2. Make sure the Domain Separation plugin is installed.
  3. At the global level, go to any list view such as Incident All.
  4. Click the Actions on selected rows drop-down list at the bottom.

    Note that the Delete list action is visible.

  5. Change to a different domain.
  6. On the same list view, click the Actions on selected rows drop-down list again.

Note that the Delete list action is no longer visible.

Guided Setup



Guided Setup Framework Express to Enterprise migrated customers cannot launch Guided Setup
  1. Zboot into a Helsinki Express instance.
  2. Upgrade the instance to an Istanbul Enterprise instance (any version prior to Istanbul Patch 7).
  3. Open any Guided Setup routine page.

In some cases, the page does not load and displays only the loading icon.

Import / Export


Excel Import processor error when using .xlsx format

When using an easy import with .xlsx formatted Excel sheets, the processor gives an error. However, converting the file to .xls works as expected.

The UI displays an error similar to:

Excel Import processor error: "Index: 41, Size: 40".

Import / Export


Large CSV/JDBC/XLS imports holds memory through Import process When importing data from large CSV, JDBC, or XLS files, memory usage increases and does not go down.

Knowledge Management


Knowledge Management V3 Category picker does not load for the newly created knowledge bases (for example, while creating an article)
  1. Navigate to a knowledge base.
  2. Click Create new article.
  3. Click the knowledge base lookup, and create a new knowledge base.
  4. Click the category lookup.

The categories do not load, and you cannot create a new category.

Knowledge Management


Knowledge Management V3 Knowledge search text is no longer translatable/translated by default In earlier Helsinki versions, the knowledge search box ("Search Knowledge") on the Knowledge homepage is translated by default. In Helsinki Patch 10 and later releases, the search box says "Search (minimum 3 characters)". This text cannot be translated.

In a Helsinki Patch 10 and later instance, navigate to /$

The search box has the text "Search (minimum 3 characters)", instead of "Search Knowledge" which is translated by default depending on which language plugin is activated.

Marketing Service Management


Marketing Service Management After upgrade, Marketing custom states are deleted
  1. Install the Marketing Service Management plugin.
  2. Create a custom state for a Marketing Request [sn_sm_marketing_request.state]
  3. Create a marketing request and set it to that state.
  4. Upgrade the instance.

The custom state is deleted. State flows are references with a cascade rule of clear, and they are also be broken.

MID Server



Using SFTP to import files specified by relative path often fails

If a user imports data to an instance using SSH File Transfer Protocol and the specified paths are relative, the import often fails. The State in the progress bar shows Complete, but the completion code displays the following error:

com.glide.db.impex.datasource.DataSourceException: Problem opening a handle to remote file: Issued_moves.xls

Use SFTP to transfer files or load data into an instance using relative paths.

MID Server


AMB Client on the MID Server does not work in all environments; Need a way to revert to old MID Server polling frequency The fix for this PRB allows users to disable the AMB. The AMB client on the MID Server does not work in all environments and might need to be disabled to avoid performance issues. For more information, see Introducing the MID Server .

Performance Analytics


Users are unable to use the ServiceNow app with HI due to NullPointerException errors in the Scorecards API

In the latest ServiceNow iOS app:

  1. Log in with your HI credentials.
  2. Try to add a new indicator as your favorite.

A NullPointerException error is thrown.

For an indicator without a condition:

  1. Create an indicator source without any conditions (e.g. Source on the incident table).
  2. Create an indicator based on this source without any condition.
  3. Collect scores on this indicator.
  4. In the ServiceNow iOS app, navigate to your favorite indicators, and go to the indicator you just created.

A NullPointerException error is thrown.

Performance Analytics


IE11: On the breakdown tab of detailed scorecard, breakdowns are doubled or tripled When these duplicate breakdowns are selected, accurate scores are not displayed.
  1. Open the Detailed Scorecard for Number of open incidents.
  2. Click on a date in the past.
  3. Navigate to Breakdowns and choose any element for Assignment group.
  4. When the Detailed Scorecard for the first level breakdown is opened, go to the Breakdowns tab.

Breakdowns and related breakdowns are shown 2 or 3 times.

Performance Analytics


Default values for reference filter have performance issues The business rule that populates default values can experience performance issues when processing a large data set.

Performance Analytics



Performance Analytics After the Performance Analytics plugin is activated, all system properties become read-only if High Security Settings are not active All system properties become read-only after the Performance Analytics plugin is activated if the instance does not have High Security Settings active.

Refer to the listed Known Error KB article for details.

Performance Analytics


Reference Interactive Filter experiences slow performance when retrieving many records for the dropdown list When an interactive filter retrieves a large number of records, the interactive filter loads very slowly. Users also experience slow performance when they try to select a value from the list and/or remove a selection in the interactive filter.
  1. Create an Reference interactive filter with Reference table pointing to any large table (e.g. users).
  2. Add relevant target table details in Related list (e.g. Incident).
  3. Add the newly created filter to an existing homepage or dashboard.

The homepage or dashboard loads slowly.



The record watcher fails upon a predicate pair between <x>ISEMPTY and <x>ISNOTEMPTY The record watcher structure is defective when the following two predicates are registered:
  • <field>ISNOTEMPTY
  • <field>ISEMPTY

or, in the general case:

  • <field>=<x>
  • <field>!=<x>

This issue occurs on single-score reports on a dashboard, with Live Update enabled. One counts unassigned incidents, and the other counts assigned incidents. When an incident is assigned, or the assignee is removed, both reports are incremented or decremented via Live Update. The counts are reflected accurately only when the page is refreshed.

  1. Create a single-score report for unassigned incidents.
    • Table: Incident
    • Aggregation: Count
    • Condition: Assigned to is empty
  2. Create a single-score report for assigned incidents.
    • Table: Incident
    • Aggregation: Count
    • Conditions: Assigned to is not empty
  3. Open a dashboard and add a tab.
  4. Click Add Content.
  5. Select Reports > Incident, and then the name of the report created in step 2. Add it to the page.
  6. Repeat step 6 for the report created in step 3.
  7. Click Edit, and then the cogwheel on each widget ("Edit Widget"). Check Show real-time updates.
  8. Open the incident list in a separate tab, find an unassigned incident, and add an assignee.

    Observe that the count increases for both widgets (you would expect unassigned to decrease).

  9. Find an assigned incident and remove the assignee.

    Observe that the count decreases for both widgets (you would expect unassigned to increase).

  10. Refresh the dashboard.

Note that counts are now reflected accurately.



Change RRD max series limit to lower than what is currently allowed

Project Management


Project workbench does not encode scandic or characters correctly Affected languages include Russian, Danish, and Portuguese.
  1. Create a project.
  2. Create tasks with Ä or Ö in the short descriptions.
  3. Open the project workbench.

Scandic letters are not encoded correctly.

Project Portfolio Management


Project Management Field Styles not working on 'Cost' field on Status Report form The cost tab in the status report form does not change the color as selected by the user. The Overall Status, Schedule, Resources, Scope tabs display color-filled fields.
  1. Navigate to Projects > My status report > New.
  2. In the cost tab, select a color from red, green, or yellow.

    The color of the bar is not filled.

  3. Repeat steps 1 and 2 in the Schedule tab. Color-filled fields are displayed.

Project Portfolio Management


Project Management, Demand Management When a Project is created from a Demand, customized code should set the demand as the parent of the project
  1. Customize the script include DemandToProjectCreationHelper to add demand as a parent of project, just before inserting the demand record.
  2. Then, create a Demand.
  3. On the demand, select Create Project.
  4. Check the project record that is created.

The parent is pointing to the demand, which breaks the engine.




List calculation disappears once the report is saved List calculations such as total, average, minimum, and maximum values disappear from the report when Save is clicked.



Report with multiple dataset does not display data after changing date format OOB

On a base instance with the Performance Analytics - Premium plugin activated:

  1. Navigate to the system property glide.sys.date_format. The base instance value is yyyy-MM-dd.
  2. Change the date format to something else, such as dd-MM-yyyy.
  3. Create a report with multiple datasets. For example, create a report on the Incident table and trend on the Opened / Resolved by date.

    The report returns no data.

  4. Reverse glide.sys.date_format back to the base system detting, yyyy-MM-dd.
  5. Rerun the report.

The data is properly returned.



Responsive Dashboards Increased calls against sys_grid_canvas_pane cause the slowness on the homepage in Istanbul and Jakarta Some users may experience slow homepages. This is caused by a high number of calls against sys_grid_canvas_pane.




The 'Other' section of a report does not display the correct data if the report is not saved The 'Other' section on grouped reports shows no data when clicked; unsaved changes to reports do not display when report is run.

Refer to the listed Known Error KB article for details.



Unable to use semicolons to separate multiple emails in scheduled reports When multiple email addresses are added and an email is generated, the semicolons separating each email address are not replaced with a comma. This prevents the scheduled report from getting emailed to users.

In an Istanbul instance:

  1. Set up a scheduled report.
  2. Separate multiple emails in the Email addresses field with semicolons (;).
  3. Execute the scheduled report.
  4. Navigate to System Logs > Emails.

The email record is in a state of 'send - ignored'. If you open the email log record, the semicolons between each recipient were not converted to commas. Updating the scheduled report to use commas sends the report as expected.

Security Access Control Lists


On Express, clean demo data generates a large number of ACLs These ACLs have express_security set to 'false', so they do not affect Express customers. However, after a user converts to Enterprise, these ACLs affect users.

Security Incident Response


Vulnerability Response, Security Incident Response An upgrade resets custom configuration on the Security Incident group and knowledge base When an instance upgrades, any changes made to Fields on objects from the Security Incident Response plugin are reverted.
  1. Activate the Security Incident Response plugin. The plugin provides 2 knowledge bases: Security Incident Response Runbook and Security Incident.
  2. Navigate to Groups > Security Incident Vendors (/
  3. For KB Security Incident Response Runbook and Security Incident:
    • Field: Owner: change to System Administrator (or any User of your choice)
    • Field: Disable Category editing: set to checked
  4. For Group 'Security Incident Vendors':
    • Field: Active: set it as false
    • Field: Manager: set it - 'Security Incident Manager'
  5. Upgrade the instance.

All changes have been reverted to the base instance defaults.

Security Incident Response


Security Incident Response Security Incident Templates cannot be opened after creating a template with a Task using the new Angular form

Creating a security incident template with a task cannot be reloaded in the new Angular form due to errors:

"Read operation against sn_si_task_template from scope '' has been refused due to the table's cross-scope access policy"

"Write operation against sn_si_task_template from scope '' has been refused due to the table's cross-scope access policy"

Install the Security Incident Response plugin with demo data:

  1. Navigate to Security Incident > Catalog Knowledge > Security Incident Templates.
  2. Edit an existing template (e.g. Botnet).
  3. Add a task, and fill in the name and description.
  4. Add a second task, and fill in the name and description. This second task should depend on the first task.
  5. Click Save.

    The template is updated but no Task is saved in cmdb_servicetask_product_model. The record in sm_m2m_somodel_stmodel shows an Order Model, but it has an invalid reference to the Task Model because the task was not created. Errors also appear (see below).

  6. Reload the template.

The template is blank.

'Read operation against sn_si_task_template from scope '' has been refused due to the table's cross-scope access policy'

'Write operation against sn_si_task_template from scope '' has been refused due to the table's cross-scope access policy'

Service Catalog



Unable to set the value of a list collector setValue does not work when used to set a value for a list collector variable.

Refer to the listed Known Error KB article for details.

Service Catalog


When searching in Service Catalog, a warning message frequently appears as you type: "Your text query contained only common words or ambiguous wildcards, please refine your search and try again" In Istanbul some changes were done to improve the text search in Service Catalog (PRB667308). A side effect of those changes is that users are presented with a blue warning banner at the top of the page: "Your text query contained only common words or ambiguous wildcards, please refine your search and try again" when typing in Stop Words.

Service Catalog Widgets: Service Portal


Variable Editor widget (sp-variable-editor) does not respect mandatory fields used in shopping cart
  1. Navigate to any item with mandatory fields (e.g. sp?id=sc_cat_item&sys_id=7ee6f61e4fff0200086eeed18110c784).
  2. Add the item to the cart.
  3. In the cart, click Edit.
  4. Clear out the mandatory field

The user is able to check out the item without filling out the mandatory fields.

Service Catalog Widgets: Service Portal



Catalog UI Policy does not work on requested items viewed on the form page of the Service Portal
  1. Create a catalog item.
  2. Create a variable.
  3. Create a catalog UI policy for the catalog item:
    • Select Applies on Catalog tasks
    • Select Applies on Requested Items
    • Set Run scripts in UI Type to Both
  4. Create a UI policy action for the variable with the following:
    1. Read Only=true
    2. Mandatory= Leave alone
    3. Visible = Leave alone
  5. Using the Self-Service view, access the catalog item. Take note of the requested item that was created.
  6. Open the requested item created from the Service portal using the form page: http://instance/sp?id=form&amp;table=sc_req_item&amp;sys_id=&amp;lt;sys id of the requested item

The variable is not set to read-only. The catalog UI policy does not take effect on the form page of the Service Portal.

This works as expected when the Applies on a catalog item view option is selected. However, selecting this option causes the Catalog UI Policy to take effect when user the accesses the catalog item to order.

Service Level Agreement (SLA)



SLA Repairing SLAs does not work when SLA Definitions are in domains different than the current one On a domain separated instance where the SLA Definition records have been created/updated to be in specific domains, using "Repair SLAs" will only work if your current session domain is the same as the domain of the Task (or Tasks) that the SLAs are being repaired for.

Refer to the listed Known Error KB article for details.

Service Mapping


Auto-upgrade of the MID Server fails Manual MID Server upgrades are successful, but automatic upgrades fail. When the upgrade fails, the MID Server is down, and the only way to recover the MID Server is to download it and manually reinstall it.

Service Portal


Read-only referenced variables cannot be previewed by users who have read access to the referenced record Clickthrough on reference fields in the Service Portal are disabled, even if the system property is set to true.
  1. Go to any catalog item (e.g. Blackberry).
  2. Add a reference variable to the item and point it to a table such as sys_user.
  3. Make the field be read-only via a catalog UI policy dependent on "replacement" variable if "yes" is selected as an option.
  4. In the Service Portal, open the catalog item.
  5. Select a value in the reference field (any user).
  6. Select yes as the "replacement" option. (This will turn the reference field to read-only).

Expected behavior: Even if the field is read-only, the clickthrough property should allow the user to open reference field variables.

Actual behavior: The property is ignored and the reference field clickthrough is disabled via CSS.

Service Portal


Buttons in TinyMCE HTML editor used in Ask a Question widget and Form widget are not translated The Service Portal 'Ask a Question' and 'Form' widgets use a TinyMCE editor, and its buttons are not translated.
  1. Activate a language plugin.
  2. Switch to that language.
  3. View the /sp?id=sqanda_new_question page.

In the HTML editor, the buttons and their tooltips are not translated.

Service Portal



Mandatory field alert is not translated The alert texts "The following mandatory fields are not filled in" and "The following fields are incomplete" are not translated in the Service Portal.

Refer to the listed Known Error KB article for details.

Service Portal


Syntax Editor When users are viewing a KB category, all the article attachments start to download When viewing KB category in Service Portal, it downloads all the article attachments.

Make sure you have the 'Service Portal for Enterprise Service Management' plugin enabled with demo data loaded.

  1. Open one of the KB articles.
  2. Attach an image to the text content. For example, upload an image for KB0000008 as an attachment, and insert the image into the text content.
  3. Navigate to the default demo Service Portal home page (https://[instance URL]/sp).
  4. Click Knowledge Base.
  5. Open the browser developer tools and monitor the Network activities.
  6. On the Service Portal page, click one of the categories, which contains the KB you added attachments in step 2. For example, the 'Devices' category which contains 'KB0000008'.

Notice the network activities are downloading the KB attachments even the KB is not opened yet.

Service Portal


Help text does not show for Label variables Help text does not appear for the label type variable within the Service Catalog. However, they appear outside of the Service Portal within the normal Service Catalog.
  1. Create a new catalog item with a label variable.
  2. Under the annotation tab for the variable, add help text.
  3. Ensure the Show help checkbox is checked.
  4. Navigate to the Service Portal and open the item.

No help text is displayed for the label type variable.

Survey Management


Service Portal Surveys Mandatory survey fields show up as non-mandatory in the Service Portal for languages other than English
  1. Create a survey ($
  2. Drag any controls to the survey area, click the gear icon, and check Mandatory.
  3. Save and publish the survey.
  4. Through the Service Portal, access the survey: sp?id=take_survey&type_id=SYS_ID_OF_THE_CREATED_SURVEY

If you have English set to your system language, the mandatory fields appear correctly, and you cannot submit the survey until the fields are filled.

In any other language, the fields are not mandatory and you can submit the survey.

Survey Management


'Take Survey' widget fails to save/submit when the URL contains a trailing slash

A user can access a Service Portal with a URL suffix of "sp" using either of the following URLs:


When using the second URL, the Take Survey widget no longer works.

  1. Add the My Surveys widget to the homepage.
  2. Impersonate a user who has a 'Ready to Take' survey instance.
  3. Open the Service Portal via the following URL:
  4. From the My Surveys widget, open the survey.
  5. Once the survey loads, click Get Started.
  6. Complete part of the survey and click Save.

The following error message is displayed: "Something went wrong. Please try again later."

Survey Management


Service Portal Surveys Need to escape messages in the Service Portal 'My Surveys' and 'Take Survey' widgets In the Service Portal, the 'My Surveys' and 'Take Survey' widgets can crash while loading a survey page. This issue occurs when a message contains special characters, such as apostrophes.

As an admin:

  1. Assign a survey to sys admin.
  2. Activate the Italian language plugin, and change the language to Italian.
  3. Navigate to theService Portal and take the survey /sp?id=take_survey&type_id=87186844d7211100158ba6859e610378

The survey does not load.

Update Sets


Extremely large SysUpdateLog prevents update set from committing Users cannot commit update sets that contain workflows.
  1. Create 200,000 blank sys_variable_value records.
  2. Import a remote update set with a published workflow.
  3. Preview the remote update set.
  4. Commit the remote update set

Expected result: The update set commits with no errors.

Actual result: The Update set does not commit properly and has errors in the localhost log similar to "FAILED TRYING TO EXECUTE ON CONNECTION".

Upgrade Engine Issues


Collision detector loads update names for sys_metadata_delete records, which as a result can run the node low on or out of memory If an instance has a high number of sys_metadata_delete records (e.g. 6 million), the node suffers from performance degradation.



Stages are broken in French before approving in the Request level Stages do not always appear before approving a workflow in the Request level. After the Request level approval is given, the stages appear.



Variable of Workflow Activity and its Type and Annotation are missing in Form Design page

Other Istanbul Patch 7 information

Fixes included with Istanbul Patch 7

* 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.