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Jakarta Patch 2

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Jakarta Patch 2

The Jakarta Patch 2 release contains fixes to these problems.

Jakarta Patch 2 was released on August 18, 2017.
Build date: 08-11-2017_0919
Build tag: glide-jakarta-05-03-2017__patch2-07-25-2017
Important: For more information about how to upgrade an instance, see Upgrade to Jakarta.

For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable, sortable version of Jakarta fixed problems, see KB0623655.

Note: This version is approved for FedRAMP.

Security-related Fixes

Jakarta Patch 2 includes fixes for security-related problems that affected certain ServiceNow® applications and the Now Platform®. We recommend that customers upgrade to this release for the most secure and up-to-date features. For more details on security problems fixed in Jakarta Patch 2, refer to KB0634632.

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

IT Service Management



gs.calDateDiff results in an out of memory error when dates cross DST change days When dates cross a Daylight Saving Time change, gs.calDateDiff results in an out of memory error. gs.calDateDiff is used in the 'mark_closed' and 'mark_resolved' business rules, which are in the Incident module and Incident AutoClose scheduled job.

Refer to the listed KB article for details.




Window hangs because of workflow sequence generation when a version still contains pipes "|" in the sequence fields A Workflow version that still contains the pipes AND are using Legacy or Service Catalog renderers the old behavior is seen on very complex workflows.

Refer to the listed KB article for details.

Transaction and Session Management


Unclaimed transaction, whose underlying request gets recycled while waiting in queue, is left in the active transaction list When an instance is running a large UI activity with presence enabled, the following error appears in the localhost logs: 'Cancelling unclaimed (waiting) transaction'. This transaction will stay in the Active Transactions list until restart.

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.

Platform Performance



Query hash values mismatch after upgrading After upgrading to Helsinki or later, customers may experience query hints not being applied (that had previously been added to improve performance of specific queries). Queries that used to run fast will now be significantly slower.

Refer to the listed KB article for details.

Service Catalog Widgets: Service Portal



Date field submitted through an Order Guide on Service Portal reverts back to the current date A date field whose value is a future date that is submitted through an Order Guide on Service Portal reverts back to the current date if the date format is set to anything else other than yyyy-MM-dd.

All Other Fixes

Problem Short description Description Steps to reproduce



Unexpected white space on Service Portal surveys
  1. Create a survey.
  2. Assign the survey to a user.
  3. On the Service Portal, take the survey.

The survey title has extra white space.

Asset Management



When Discovery and SCCM are operating together, the SCCM import creates duplicate Discovery model records

If Discovery and SCCM are run in parallel, duplicate discovery model records are created by the SCCM import, preventing software installations from being picked up by CSD reclamation flows. When a user submits a reclamation request for a software installation, the request never recognizes the installation. The request is unable to match it due to the duplicate discovery model.

This issue is caused by a redundant SCCM transform map which populates a value on the software installation table that is already populated by a business rule running on that table.

Refer to the listed KB article for details.



Clicking on Password Reset URL in reset emails gives an error

Clicking the Password Reset URL in reset emails gives an error: "Password Reset Error Unauthorized access."

This issue occurs when 'sysparm_token' contains a space (special character).

  1. Navigate to the Password Reset Default Self Service.
  2. Type in username abel.tuter.
  3. Type in abel.tuter again to verify.
  4. Click Done.
  5. Navigate to System Logs > Emails.
  6. Open the URL in the Password Reset email.

Note an error shows up: Password Reset Error Unauthorized access.




Property glide.authenticate.sso.redirect.idp is overwritten to empty upon upgrade to Jakarta When an instance is upgraded to Jakarta, the property glide.authenticate.sso.redirect.idp is incorrectly overwritten to empty. In addition, Express instances should have the property created by the system if it is not already defined.

Refer to the listed KB article for details.

Cloud Management Application


Azure NICs are not removed from the console when a provisioned instance is deleted When a provisioned Virtual Machine is deleted, network interface cards (NICs) are not deleted from the cloud or the CMDB.
  1. Create a VM on Azure.
  2. Once the VM is active, navigate to the cmdb_ci_vm_instance table.
  3. Verify the NIC's endpoint relationship. The NIC status should be installed.
  4. Navigate back to the user portal and terminate the provisioned instance on Azure.
  5. Navigate back to the cmdb_ci_vm_instance table.

The NIC endpoint relationship is not updated, and the NIC is not deleted from the CMDB.

Cloud Management Application


After provisioning a Virtual Machine, the user does not know which credentials to use to log in to the VM On the portal, end users are not told which user they should use to log in to their newly provisioned resources. The end user is able to download their own private key from the portal, but there is no user associated to the key.
  1. As a service user, download a key from the user portal.
  2. Provision a Linux VM using that key.
  3. Try to log into the VM with that key via SSH.

You need a username that you do not have.

Cloud Management Application


Issues with Cloud API import feature Cloud API scripts can be exported, but the import functionality can result in errors in some cases.

Cloud Management Application


Cloud match fails when resource operation attributes differ from CMP convention Cloud match fails when resource operation attributes differ from the CMP convention (for example, Network, Subnet ID). This issue occurs when resource operations are created through an external source, such as the AWS Service Catalog.

Cloud Management Application


Cloud User portal: Users receive errors when clicking on Cloud Network Resource When a user navigates to the Cloud Network Resource on the User Portal, an error appears in the UI.
  1. Navigate to the Cloud User Portal.
  2. Navigate to Resources > Cloud Network Resource.

Users receive an error: Server JavaScript error Cannot find function getLabel in object null.

Cloud Management Application


Blueprint functionality does not work when the resource blocks inside the blueprint contain special characters Blueprints can break when a resource block is put into the blueprint. This issue occurs when a resource block is created with ARM/CFT templates, and the resource block contains special characters or starts with numbers.

Cloud Management Application


MID Server capability issue If a MID Server is in AWS, and another MID Server is in vSphere, both MID Servers should be up and validated. However, if a CMP request is made to the vSphere MID Server, the request is picked up by the AWS MID Server. Requests should be routed to the appropriate MID Server.

Cloud Management Application


Group view on resources that are owned by the member of the group On the cloud user portal, users should be able to see the resources of groups they belong to, in addition to resources they own.
  1. Activate the Cloud Management plugin.
  2. Navigate to Cloud Management.
  3. Create a Group.
  4. Associate multiple users to a group (e.g. User A and User B).
  5. Log in as User A and User B.
  6. Set up the data required to order a stack.
  7. Log in as User A and User B, and order some stacks.
  8. Navigate to the user portal to view resources.

Users A and B are unable to view and manage the resources of the group they belong to.

Cloud Management Application


Windows VM login issue After provisioning a Windows VM, the user needs to be able to log in to the VM.
  1. Complete an AWS discovery.
  2. Create a VM on an AWS blueprint.
  3. Go to the order form and order the blueprint.

Once the VM is provisioned successfully, the user cannot log in to it.

Cloud Management Application


When provisioning fails, the VM is not cleaned up When a failed provisioning attempt leaves a stack in AWS in the 'Rolled back' state, and the stack is deleted, the failed stack still remains in the AWS console.
  1. Discover an AWS cloud account.
  2. Create a VM attack Volume Blueprint on AWS.
  3. Order the blueprint where VM passes and the volume fails.

When the volume fails, the VM is not cleaned up. It still remains in the AWS console.

Cloud Management Application


When provisioning a VM on vSphere, users are unable to select the VNET or vSphere folder When provisioning a basic VM on vSphere, users should be able to select Network and Folder by default
  1. Navigate to the User portal.
  2. Click Launch a Stack.
  3. Click the vSphere catalog that was already created.
  4. In the order form, click Provision.

The values for Network and VM folder are not reloaded. By default, the Network and VM folder parameters should get reloaded successfully.

Cloud Management Application


AWS Ohio, London, Frankfurt regions cannot support CloudFormation template Due to an underlying error with S3 bucket handling, users are unable to launch CloudFormation template on these three AWS regions.


  • Set up an AWS Service account.
  • Set up cloud accounts for the regions eu-west-2, eu-central-1, us-east-2.
  • Discovery should be complete.

Steps to reproduce

  1. Navigate to cloud templates.
  2. Import the CFT.Generate blueprint catalog item and publish it.
  3. Navigate to the user portal and order the catalog item on the regions eu-west-2, eu-central-1, and us-east-2.

CloudFormation does not work in eu-west-2, eu-central-1, and us-east-2.



'guest' permission does not work as expected for public content If the 'guest' record is deleted with a script, the 'guest user' experience while browsing Community content no longer works as expected. Guest users are unable to see forums, topics, questions, and answers.



Accessible options on 'CommunityCacheUtilSNC' and 'CommunityGlobalUtilSNC' are set to global which is not a valid option



Migration script should not create forums for which no SQA content exists When data is migrated from Social Q&A to Community, a Community forum should not be created if no question exists in the corresponding knowledge base.
  1. Log in to an instance with the Community plugin activated.
  2. Go to the fix script Migrate Social QA to Community and activate it. By default, it is in the deactivated state.
  3. Load the demo data.
  4. Click Run Fix script.

    A confirmation popup will appear.

  5. Click Proceed in Background.
  6. Check the progress workers, and wait until the script finishes.

A forum is being created for each knowledge base, regardless of the existence of Social Q&A questions in that particular KB. If no Social Q&A questions exist in that particular KB, it should not create corresponding a corresponding forum.



'View Subscriptions' times out for non-Community admin users When using 'View Subscriptions', non-Community admin users are experiencing performance issues. After 5 minutes, the process times out.



A forum's list of topics is empty, and forum admin cannot associate a new topic with a forum End users cannot see the topics when a forum admin updates a forum. In addition, the forum admin cannot associate new topics created by the community admin to the forum itself.
  1. Log in as a community admin.
  2. Open an existing forum and name it F1.
  3. Associate F1 with an existing topic, e.g. T1.
  4. Update F1's description and save the record.
  5. Log in as an end user and navigate to forum F1.
  6. On the forum landing page for F1, look at the topics on the right side.

    The topic T1 should be listed, but it is not there.

  7. Log in as a community admin.
  8. Create two new topics in the system.
  9. Log out and log back in as a forum admin for forum F1.
  10. Navigate to the forum F1 and navigate to Topics > New.
  11. Try to select the topics you created in step 2.

The forum admin is not able to see the topics.

Condition Builder


Breadcrumbs and conditions constructed from existing query strings display the wrong options, and some options are missing

Configuration Management Database (CMDB)


CMDB dashboard widgets do not display the data The data for CMDB dashboard widgets is not displaying.
  1. Navigate to CMDB Dashboard > CMDB View.
  2. Look at the different widgets for CMDB Health.

The data for the widgets is not populated.

Configuration Management Database (CMDB)



"Model too big" exception in Service Model on svc_model_obj_element is breaking the whole service computation The error should appear without causing computation to fail.

Core Platform


After upgrading to Jakarta, some users are seeing the error "Illegal access to method getURLString in class com.glide.sys.Transaction"

Core Platform


A report exported to PDF that includes the 'watch list contains' filter displays the sys_id of the watch list members instead of the user name When a report includes the 'watch list contains' filter and it is exported to PDF, the sys_id of watch list members is displayed instead of the user name.



Dirty Flag - Merge operation (some patterns contains invalid merge steps) While using the pattern designer to view the steps of some patterns, occasionally a step is incorrectly marked as changed, and a 'need to save' UI indication appears even though no changes were made. In some cases, the false-positive save can also cause the removal of some elements from the pattern being saved.



Tomcat process classification is turned off by default The default setting for Tomcat process classification should be 'true'.
  1. Activate Discovery.
  2. Navigate to CI Classification > Processes.

The process classification for Tomcat is 'false' instead of 'true'.




'The RPC server is unavailable' error when discovering MSSQL Users receive the error 'The RPC server is unavailable' when discovering MSSQL.

Refer to the listed KB article for details.




An IP network specified with a subnet mask of /32 will prevent a Discovery schedule from starting
  1. Create a Discovery Schedule.
  2. Add an IP Network with an IP
  3. Click Discover Now.



vCenter event creates duplicate VM instances Multiple reconfigure events can trigger two discoveries on the same VM, which results in duplicate VM instance records.

Domain Support



When users are assigned to 200 or more groups, the instance can become slow domainCache can be undersized for instances that have users assigned to 200 groups or more. This can cause slow performance across the instance.
  1. Create a user.
  2. Assigned 200 or more groups to the user.
  3. Open a form.

Notice the form will take a long time because thousands of queries are sent to the database regarding the domain.



Domain separation - When using the 'send email' button feature from within an incident, emails are not received correctly In domain-separated instances, the incident 'send email' button results in the error "User did not press the Send button in Email Client".
  1. Create two domains (Tech and Customer) which are in different branches in TOP.
  2. Associate an itil user to the Tech domain, and give them visibility to the Customer domain.
  3. Create a user in the Customer domain.
  4. While impersonating this user, create an incident via self-service.
  5. Impersonate the itil user, and open the incident you created in step 4.
  6. Using the Email option in the form, click Send to send an email.

The sys_email record reports "User did not press the Send button in Email Client".

Event Management


OOM occurs in ImpactStatusUpdater.loadAlert GroupsAndFilteredBSS because AlertHistory had no equals or hash functions If several business services (BS) change in one impact calculation, it loads the AlertHistory records for each BS. But if an alert appears in more then 1 business service, it will load it twice.

Event Management


Fix alert correlation does not work as expected in domain-separated environments If an alert's domain is a child of the alert correlation rule's domain, the rule is not visible for the alert.



Express admins starting from Helsinki and below will see blank ACLs when converting to Enterprise on Istanbul Upon upgrading to Istanbul, some Express admins cannot see ACL columns.

Financial Management


Budget actuals exclude the last day of the month for periods in GL staged data
  1. Navigate to Financial Planning > Console.
  2. In the new window, scroll to Fiscal Period and select Months.
  3. Select Fiscal Units: Quarter and change its value to FY17: Q1. Take note of this value.
  4. Select Fiscal Units: Months and change its value to FY17: M03.

When adding the total Monthly values, they should be same as the total value for Q1, but they are not.

For example, a user changes all GL Staged data records with posting date of 2017-04-30 to 2017-04-29. If a user changes these back to 2017-04-30 and regenerates the actuals in the Budget Console, these costs are omitted from the Monthly total.

Financial Management


Budget Console: Budget Amount column under 'Budget Plans' only shows 'Operational Budgeted Amount' and does not include the 'Capital Budgeted Amount' Under Financial Planning > Budget Planning > Console > Plans, the Budget Amount column under Budget Plans only shows 'Operational Budgeted Amount'. In addition, it does not include the 'Capital Budgeted Amount'.
  1. Activate the Financial Management plugin (com.snc.financial_management).
  2. Navigate to Financial Planning > Budget Planning > Console.
  3. Click Plans and open any plan.

The 'Budget Amount' column only shows 'Operational Budgeted Amount', and it does not include the 'Capital Budgeted Amount'.

Financial Management


New dashboards are not visible to users with Performance Analytics with the Financial Management plugin

Financial Management


Cost allocation data is incorrect in Jakarta The cost allocation engine does not produce all general ledger (GL) expense lines.
  1. Navigate to a Cost Model definition.
  2. Add segments to GL expense lines.
  3. Allocate a few split buckets to the segment.
  4. Trigger the allocation engine, which generates the GL expense lines for the selected segments.

The allocation engine does not generate all allocation lines.



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 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 the arrow to the right of the 'Checklist' inside the incident form.

Governance, Risk and Compliance


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.

Human Resources Service Management


User field in HR Criteria > HR Conditions is not being respected

Human Resources Service Management


Undefined variable "{targetUserID}" breaks evaluating certain HR Criteria on Bulk Case Creation
  1. Install the 'Human Resources Scoped: Core' plugin.
  2. Navigate to HR Case Management > Create Bulk Cases.
  3. Choose Filter by HR Criteria.
  4. Choose All non-US users.

    Notice no results are shown.

  5. Navigate to user Abel Tuter and confirm his location is not in the USA.

Knowledge Management


Users subscribed to a knowledge base are not receiving email notifications when article is either created or revised When a user is subscribed to a knowledge base and an article is created or revised, the user does not receive email notifications. However, users are receiving notifications as expected when a comment is added to an article.
  1. Log in as Abel Tuter to an instance with knowledge bases.
  2. Navigate to Knowledge Bases.
  3. Subscribe to the Knowledge knowledge base.
  4. Log in as admin.
  5. Publish a new article in the Knowledge KB.

Abel Tuter does not receive an email notification.

Knowledge Management


kb_category page is blank in Jakarta The category page is blank when users create a new category from a related list in the Knowledge Base form layout.
  1. Log in to an instance as admin.
  2. Navigate to Knowledge > Knowledge Base.
  3. Click New.
  4. Enter a short description, description, and set the owner to an end user.
  5. Click Save.
  6. Log in as the end user.
  7. Navigate to Knowledge > Knowledge Base.
  8. Click the knowledge base you created earlier.
  9. Under the Knowledge categories related list, click New.
  10. Verify the label, value, parent ID, and active fields.

No fields are present except the submit button.



List v3 lists all records against a reference field when a value is entered and the reference icon is clicked

When a value has been entered into a reference field and the magnifying glass is clicked, instead of showing records that starts with or contains that entered text, it is showing all records instead.

For example, on cmdb_ci field, if the text 'computer' is entered and the magnifying glass is clicked, instead of returning records that start with or contains 'computer', it lists all records.

This only occurs with List v3.

  1. Log into an instance with List v3 activated.
  2. Open an incident record where the cmdb_ci field is present on the form.
  3. Type in "hp" on the cmdb_ci field and click the magnifying glass.

    It returns all records.

  4. Deactivate List v3 this time and repeat steps 2-3.

    It only returns records where name starts with "hp".



If the list has list bottom button UI actions, users cannot see the list pagination controls If List v3 is active for displaying a list, and there is a List bottom button UI action, it will display the button on the left of the footer at the bottom of the list. However, the list pagination controls are not displayed on the right.

On a Istanbul or Helsinki instance:

Note: For Helsinki, users might need to deactivate one of the system UI actions for 'Moving to Application' or the catalog item list will display as List v2, not List v3.
  1. Activate List v3, and ensure it is active and working for displaying the lists.
  2. Navigate to Service Catalog > Maintain Items.

    Note that activate and deactivate list bottom button UI actions displayed on the bottom left side of the footer, but the list pagination does not display on the right side of the footer.

  3. Click Configure > UI Actions.
  4. Disable the activate and deactivate list bottom buttons (uncheck the box).

    Users return to the catalog items list.

Note that the list pagination controls appear on the right side of footer as expected.

Password Reset Application


activate_desktop_plugin.js can cause out of memory issues because the collision detector is restarted
  1. Activate the com.glideapp.password_reset.addon.orchestration plugin.
  2. Upgrade the instance.

The CollisionDetector is unnecessarily restarted before the next plugin is upgraded.

Performance Analytics


PA content packs do not pre-fill the mandatory fields for forecast When the indicator edit form is opened, the user is asked to fill out missing default values. This can be confusing and inconvenient.

Performance Statistics and Graphs



Performance Analytics dashboard is empty after an upgrade to Jakarta Performance Analytic dashboards appear as empty. The reports still exist, but the association with the dashboards need to be reestablished. In addition, the ServiceNow Performance homepage does not render.

Refer to the listed KB article for details.



Clotho JS API is missing method to return data to get time stamp of data points



Update sets or an upgrade have the potential to make CMDB data inaccessible The CMDB code and path can be corrupted, which makes data inaccessible.




A field created on a base table is not available to an extended table after applying an update set A column created on a base table (such as cmdb) is not available to a child table (such as cmdb_ci_win_server) after transferring that column to another instance using an update set. However, the column is still available to the child table on the source instance.

Refer to the listed KB article for details.



Following TPP migration, users with complicated CMDB hierarchies may see invalid SQL in CMDB queries



Users may see duplicate choices for the class field Choice lists contain the same 'sys_class_name' field label for both target and root tables.



GlideRecordClassSwitcher not working for TPP tables (CMDB in Jakarta) Class switching within the CMDB does not work as expected in Jakarta. Users are only able to change to a child of the current class, but they should be able to change to any class in the tree.



Before Query business rule works differently when using Glide aggregate count

Under certain conditions, single score reports can display blank or incorrect data.

If a Before Query business rule is configured on a table with one or more addOrCondition filter conditions, a single score report on that table generates an invalid SQL, and the OR condition is not in the right place. As a result, the single score reports or widgets display incorrect data.

When the user drills down on the report, a list loads with the correct results.



'fix_rp_amb_processor.xml' introduces multiple issues by reinitializing the collision detector
Users may notice the following symptoms:
  • The fix script removes the 'saved' state in the upgrade optimizer.
  • Fix scripts execute slowly.
  • The instance experiences memory issues.

Project Management


Members not loading on Project Status Portal
  1. Navigate to Project Management > Project Status Portal.
  2. Click Show users > Add members.
  3. Type the valid name of a user.

The user's name does not show in the list of suggestions, and the list indefinitely shows "Searching."

Release Management



Project Management creates PM Program with null sys_id resulting in mass updates to other PM task types A program with null sys_id is triggering corruption of all planned task records when project state/percent complete is changed
  1. Navigate to Project > Projects > Work In Progress.
  2. Filter for [Program] [is not empty] AND [State][is][Work in Progress].
  3. Remove the Program reference.
  4. Change State from Work in Progress to Pending.
  5. Click Update.



Exporting a PA dashboard to PDF with a breakdown source with the 'act as filter' set results in " Illegal character in query" When a PA dashboard has a breakdown source and the 'Act as Filter' setting, exporting that dashboard to PDF fails with the error: "An unexpected error has occurred. Please see the instance logs for more details"


  • System property glide.cms.enable.responsive_grid_layout is set to true
  • The WebKit HTML to PDF plugin is activated

Steps to reproduce

  1. Impersonate Fred Luddy.
  2. Navigate to Performance Analytics > Dashboards.
  3. Create a new dashboard named Test.
  4. Navigate to pa_dashboards.list.
  5. Open the record for the Test dashboard.
  6. Under Breakdown Source, add the Act as filter field.
  7. Change the Breakdown Source to Incident.State.
  8. Double-click Act as Filter and select Incident Priority - Single.
  9. Navigate to Performance Analytics > Dashboards.
  10. Pick a state value from the filter shown on the page (e.g. On Hold).
  11. Export the Dashboard to PDF.

An error appears: "An unexpected error has occurred. Please see the instance logs for more details".

Security Incident Response


When a report is scheduled on the security incident table, users with sn_si_admin and admin roles are not able to view the security incidents fields When a report is scheduled on table sn_si_incident, the attachment of the report does not show all records or all fields. However, users can see all records and value when only the report is run or from the list view.

Security Incident Response


Vulnerabilities created with SAM NVD causing performance problems

When SAM NVD is installed, it is enabled by default. SAM NVD can cause performance issues because it will create Vulnerable Items whenever new software is discovered, but users may not want this behavior or want to rely on Qualys instead.

The fix for this PRB allows users to disable or limit the creation of Vulnerability Items to specific CIs and/or Vulnerability Entries (controlled by filters).

To access this setting, navigate to Vulnerability > Administration > Configure SAM NVD, and select the Detect vulnerabilities using SAM data checkbox.
  • For users who have already installed the Vulnerability Response plugin, the setting is 'on' and the behavior is not changed. To disable SAM NVD, uncheck the setting.
  • For users who are installing the plugin for the first time, the setting is 'off' by default.
  1. Enable the Vulnerability plugin with demo data in order to populate the NVD.
  2. Enable the Software Asset Management plugin.
  3. Create some software assets with vulnerabilities.

The instance experiences performance issues.

Service Analytics


In CMDB grouping, high number of relationships causes OOM exception When CMDB relationships are used for grouping alerts, and the alert CI has a very high number of defined relationships, users may receive out of memory errors.

Service Catalog



Automated Testing Framework: Users are unable to set the values to the variables in Record Producer and Catalog Items After defining a 'Set Variable Values' type of Test Step, users cannot add more variables to be set. This works as expected when defining for the first time, but users are unable to update the variables.
  1. Navigate to Automated Test Frameworks > Tests > New to create a new test.
  2. Provide a name and description.
  3. Click Save.
  4. Go to the Test steps related list, and click New to create one step.
  5. On the popup, select the Service Catalog and click the Open Catalog Item form to open the item.
  6. Click Sales Laptop and save.
  7. Go to the Test steps related list, and click New to create another step.
  8. Select the Set Variable values option and click Submit.
  9. Open the step you created in step 7 and select Additional Software requirements.

    A textbox does not appear, and the user cannot enter values for the variable.

  10. Select a second variable.

Expected behavior: After selecting one variable value, a select box should automatically display to select a value for the other variable.

Actual behavior: The select boxes are not shown to select the second variable value. This issue also occurs in record producers.

Service Catalog


After upgrading to Jakarta, all Catalog Items are throwing an error "Not Authorized" The UI macro 'catalog_item_grid' no longer works in Jakarta.

In a Jakarta instance:

  1. Navigate to the CMS page Order Things (/
  2. Click Edit Page > Add content.
  3. Select Content Blocks - Catalog Item Grid View and add it to the right column of the page.
  4. Click Preview.
  5. Click Apple iPhone 5.

An error appears: "You are either not authorized or the cart item is invalid".

Service Catalog



Catalog UI policies and onChange catalog client scripts are not fired on read-only fields

When a read-only variable's value is changed dynamically, catalog UI policies and onChange catalog client scripts associated with any read-only field are not triggered.

This issue occurs in record producers, catalog items, and order guides. It does not occur on Service Portal.

In a Jakarta instance:

  1. Set up the following:
    • Catalog item: Test PRB1082072
    • Variables: test_dropdown_1 (select box), test_text_1 (single line text), test_label_1 (label)
    • UI policy: Set Test Text 1 Read Only.
    • UI policy: Reveal Label 1. This makes Test Label 1 visible when Test Text 1 has 'option2' as the value.
    • Catalog client script: Set test text dynamically. This will set the value of Test Text 1 when Test Dropdown 1 changes.
  2. Navigate to Maintain Items and search for the catalog item Test PRB1082072.
  3. Open the catalog item, and click Try it.
  4. Change the Test Dropdown 1 to Option2.

Expected behavior: A label called 'Test Label 1' will appear under the 'Test Text 1' variable.

Actual behavior: 'Test Label 1' does not appear, which indicates that the catalog UI policy 'Reveal Label 1' is not being triggered.

Service Catalog


UI policies run on target records even when they are configured to not run on target records Existing UI policies are applied on the target record of the record producer even though the 'Applies on the Target Record' option is disabled in UI policy definition
  1. Ensure that the incident form is configured to display incident variable editors.
  2. Create a record producer on the incident table.
  3. Create a variable for the record producer:
    • Name: single
    • Type: single line text
  4. Create a UI policy on the record producer where: if the user enters the value in single line text as "test", the field becomes read-only.
  5. Configure these settings:
    • Select Applies on Catalog Item view
    • Deselect Applies on Target record
  6. Save the changes and try the record producer.
  7. Enter the value as "test" in the record producer.
  8. Click Submit.

Expected behavior: When the user enters "test", the single line text should be marked as read-only. Upon clicking Submit, the page should redirect to the incident form, and under the incident form variable editor, the field should not be marked as read-only.

Actual behavior: Even though the "Applies on Target Record" option is disabled in the UI policy definition, the conditions are applied on the target record.

Service Catalog



RITM records are intermittently created without their variables Variables are either being deleted or (more likely) are not even being created for some RITM records. This issue is not reproducible on demand. However, based on the final outcome, the steps to reproduce are:
  1. Order a Catalog Item.
  2. Check whether variables are created.

Note that sometimes the RITM is created without the variables.

Service Catalog


On the RITM page, if a Catalog item has two or more reference variables, and one of them has a "Write Role" associated to it, then all the following reference variables will be read-only
  1. Log into an instance.
  2. Navigate to Maintain items, select any item, and add two reference variables.
  3. Assign a write role to one of the variables.
  4. Make sure to associate an order to the variables so that the variable with the write role associated to it runs first.
  5. Order a Catalog item and navigate directly to the RITM.

Notice that all variables are now read-only.

Service Catalog Widgets: Service Portal


Autocomplete in Service Portal catalog items reference picker does not behave the same as platform reference picker
In a reference element field on a Service Catalog item, several variable attributes can, optionally, be defined on the variable. This enables Service Catalog administrators to control:
  • The fields that display in the autocomplete dropdown for a reference element
  • What fields to search
  • The order in which the fields appear

These variables should be supported by Service Portal. For more information, see Auto-complete for reference fields.

Service Catalog Widgets: Service Portal



In Service Portal, the Variable Editor widget does not work with sc_task records and does not load client scripts properly In Service Portal, the Variable Editor widget fails when a catalog task is added to the portal. Also, variables do not display on the form.
  1. Navigate to Service Catalog > Open Records > Tasks.
  2. Open any catalog task that has variables.

    For more information, see Add catalog item variables to a task.

    Note that the variable formatter is displayed.

  3. Navigate to Service Portal > Pages.
  4. In the ID column, find and open the record for the index page.
  5. In Related Links, click Open in Designer.
  6. In the Widgets list on the left, select the Unordered List widget.
  7. Drag the widget and drop it in any location on the page.
  8. Click the edit icon to edit the widget. Use the following values:
    • Table: Catalog Task [sc_task]
    • Display field: Short description
    • Link to this page: Form
  9. Click Save.
  10. Navigate to Service Portal.
  11. Select the task from step 2.

Note that the SP-Variable Editor widget fails and variables are not shown on the form. If you configure the form and remove the Variable editor, the error is not displayed.

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 as is
    3. Visible: Leave as is
  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&table=sc_req_item&sys_id=&<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 Catalog Widgets: Service Portal


An odd number of reference variable fields in container in form causes fields to shift from right to left and vice versa An odd number of reference variable fields in a container of type '2 columns wide, alternating sides' causes the odd number field to jump from left to right and right to left after a value is selected in the other reference fields. An even number of variables in a container of type '2 columns Wide, one side then other' causes one side to render more variables than the other.

Service Catalog Widgets: Service Portal


Date/Time variable does not show the correct value in the Variable Editor widget The Date/Time variable does not show the correct value if the record is accessed through the Service Portal after submission.
  1. Activate the Service Portal plugin.
  2. As a user with elevated privileges, navigate to Settings and change the time zone to US/Central.
  3. Navigate to Service Catalog > Maintain Items > Sample item.
  4. Activate the catalog item.
  5. Click Try it.

    Notice the field 'Date/Time' shows the current time in US/Central.

  6. Set the value in this field and submit the request.

    The RITM Variable editor shows the same time you set before submitting the record for the Date/Time variable.

  7. Access the same record in Service Portal (/sp?id=form&table=sc_req_item&sys_id= 41bdcafbdb423200f2fff71fbf961948&view=sp). Make sure that the page ID is 'form'.

The variable editor Date/Time field should show the same time in the Service Portal as seen in RITM record outside of the Service Portal. Instead, the variable value shows a time that is five hours ahead than expected.

The issue is not related to the Date/Time picker but with how the value shows up after submitting for the Date/Time variable.

Service Portal


'Ask a question' submission does not provide feedback When a user submits a Social Q&A question, the page appears without notifying the user that any change has occurred. This issue occurs when using Chrome/VoiceOver or Firefox/NVDA.

When you submit a social Q&A question, the page appears without notifying the user that any change has occurred. This can be seen using either Chrome/VoiceOver or Firefox/NVDA.

Service Portal


The Requests menu is not presented as a menu Instead of being presented as a link, the Requests menu should be a collapsed menu.

Service Portal


sp_widget, sp_page, and sp_search_source forms should change based on glide.service_portal.user_criteria_enabled system property When user criteria is set to 'true', related lists should be shown and the roles field should be hidden. The opposite should occur when user criteria is set to 'false'.
  1. Install the Service Portal User Criteria Support plugin.
  2. Navigate to the sp_widget/sp_page/sp_search_source list.
  3. Select a record to navigate to the respective form.

Note that roles and user criteria lists are always displayed. When the glide.service_portal.user_criteria_enabled system property is true, user criteria related lists should be visible and roles should be hidden.

Service Portal


sp_admin cannot view or apply existing user criteria to sp_widget, sp_page, sp_search_source, or sp_instance records
  1. Install the Service Portal User Criteria Support plugin.
  2. Set the glide.service_portal.user_criteria_enabled system property to true.
  3. Impersonate a user with the sp_admin role (who does not have the 'admin' role).
  4. Go to the sp_widget/sp_page/sp_search_source, or sp_instance list.
  5. Select a record to navigate to the form.

The user criteria is restricted for the sp_admin, who should be able to view and apply existing criteria.

Service Portal


Users lose access to Service Portal pages/widgets/instances upon activation of user criteria if Explicit Roles plugin is not enabled This issue only occurs for users who activate user criteria when the Explicit Roles plugin is not activated.

In an instance without the Explicit Roles plugin enabled:

  1. Activate the Service Portal User Criteria Support plugin.
  2. Navigate to the system properties list and set glide.service_portal.user_criteria_enabled to true.
  3. Log out and log in to Service Portal as Abel Tuter.
  4. In the header menu, click Service Catalog.

You are taken to a 404 page - Abel Tuter lost access to the sc_home page.

Service Portal


No notification of change on screen upon filtering search results
  1. With a screenreader enabled, go to the Service Portal.
  2. Enter a search query and click the search icon.
  3. Change from one search source to another by selecting Service Catalog, Knowledge, or All.

The screenreader does not announce that there has been a page change. Page changes should be announced even though the user is staying on the same Service Portal page.

Service Portal


Only admins can view and modify sp_search_source records, but sp_admin users should also have this ability Users with the sp_admin role should be able to create, read, update, and delete sp_search_source records.

Service Portal


Choice list labels are not mapped with their respective drop downs in the page from a screen reader standpoint With a screen reader in Catalog Variables, the choice list title is read as though it is a string, and it does not associate the labels to the drop down contents.

Service Portal


Reference fields are not properly mapped to their labels When a user tabs to reference elements, the labels are not read on the tab and the user is unaware of which field is selected.
  1. Navigate to /sp?id=sc_cat_item&sys_id=ae44f5804f889200086eeed18110c73f.
  2. Tab to the reference elements.

The labels are not read on the tab. The labels should be associated with the elements so that users have context for what they are selecting.

Service Portal


Time picker does not adjust for time zone when defaulting to current time
  1. Change your time zone to a different time zone.
  2. Install the Service Portal Test Pages plugin.
  3. Navigate to /sp?id=sc_cat_item&sys_id=d6893d420b131200b0b02c6317673a5b.

The time is not calculated correctly, though it is in the general UI.

Service Portal


List collector variable type unexpectedly allows emails to be added

In Service Catalog, while ordering an item that has a List collector variable type, users must select from options that appear in slushbuckets. Users are not able to type options that do not exist in the reference list.

In Service Portal, while ordering the same catalog item, users see a watch list type variable instead of slushbuckets. Any emails can be added even if they do not exist in the system.

  1. Navigate to Maintain Items > Standard Laptop.
  2. Create a List collector variable to add to this item.
  3. Order your catalog item from the Service Catalog.

    Notice you have slushbuckets.

  4. Navigate to the Service Portal and click Service Catalog > Order your catalog item.

Notice you can enter arbitrary data that may not exist in the system.

Service Portal


On Oracle instances, widget link script gets truncated if longer than 4000 characters

In an Oracle instance:

  1. Activate the Time Card Management plugin.
  2. Navigate to Service Portal > Widgets > Time Card Grid.

The link part of the widget is truncated.

Survey Management



In Hebrew, creating a survey with question type 'numeric scale' results in '1' appearing as '1.0' in all rows
  1. Activate the I18N:Internationalization plugin.
  2. Activate the I18N: Hebrew Translations plugin.
  3. Create a new survey that contains a question of type numeric scale.
  4. Test this survey. The scale shows the numbers as 1 2 3 4 5 6 7.
  5. Change the language to Hebrew.
  6. Test the survey again.

The scale shows the numbers as 1.0 2 3 4 5 6 7.

Survey Management


GRC 'Properties' dialog box is missing appropriate WAI-ARIA information In GRC, the 'Properties' dialog box does not have markup for Web Accessibility Initiative - Accessible Rich Internet Applications.

GRM - Vendor - Administration - Questionnaire Templates - New (Designer)

UI Components



Randomly, system-wide, the NONE choice in choice list will appear to be empty On random instances, the "None" (or -None- or -- None --) in the choice list can appear with no label (or empty). This will appear system-wide for all choice lists.

Refer to the listed KB article for details.

UI Components


In ticket-conversation widget in Service Portal, snResizeHeight directive in Edge browser might not set height properly If users open a request in the Service Portal with the Edge browser, the input text box to send messages are showing very short in height. The issue occurs in Edge browsers only.
  1. Open the Service Portal.
  2. Click Order something > Developer laptop > Submit.
  3. Click Request in the request dropdown in the header.

Notice that the resize does not work properly on request fulfiller form.

UI Components


'Date and time' field's value selectors for the [between] operator are displayed differently When the [between] operator is selected, the 'date and time' field value selectors are incorrectly shown one above the other.

Using List v3:

  1. Navigate to the Incident module.
  2. Open the filter widget.
  3. Create a filter: [Due date] [between] the last fiscal month and this fiscal month.

The value selector shows one on top of the other.

Update Sets


Debugging ACLs can be very slow When a user enables 'Debug All' on the Security Debugger and navigates to a list view with a lot of data, the page takes 20-30 seconds to load.
  1. Navigate to the Script Debugger and enable Debug all.
  2. Navigate to incident.list and reload the page a few times.

Watch the logs for 'low memory' errors.

Upgrade Engine Issues


Fix script runner does not work in UI11 on Jakarta, but works in Istanbul In Jakarta, the ability to run fix scripts from the UI does not work properly in UI11. When a fix script is created and the user clicks 'Run Fix Script', a dialog window appears and stays in a "Loading..." phase indefinitely.




Manually translated workflow stages are not being reflected on RITM Stage field by default The system does not display custom translated text from a workflow stage when viewing the status of a Service Catalog requested item.
  1. Enable a language pack plugin, for example, French Canadian.
  2. Select English as the session language.
  3. Create a custom workflow for the Requested Item table.
  4. Create a custom stage for the workflow, for example:

    Name: Test Stage 1

    Value: test_one

  5. Navigate to System Properties > System Localization.
  6. Set Add the labels, messages, or choices to the appropriate table in English with an ending of the language code for newly added customizations that are missing translations. (Translate and Learn) to Yes.
  7. Change the session language to French Canadian.
  8. Reopen the Workflow Canvas or refresh it if it is already open.
  9. From the menu, click Edit Stage.

    The system displays the Stage name as "Test Stage 1 [fq]".

  10. Navigate to sys_translated.list.
  11. Find the entry you created.
  12. Modify the Label to different text, for example, Translated Test Stage 1.
  13. Trigger the workflow.
  14. View the requested item status.

    The stage uses the English rather than the translated value.

Other Jakarta Patch 2 information

Manage SAM NVD vulnerability detection
Software Asset Management (SAM), working with discovery tools, creates records listing installed software within your network. The National Vulnerability Database (NVD) information indicates which versions of software have known vulnerabilities. SAM NVD vulnerability detection combines this information to track Vulnerabilities within your system.
Enable or disable SAM NVD vulnerability detection
When SAM NVD vulnerability detection is enabled, existing software assets are compared to the NVD database. Vulnerable Items are created to track any vulnerabilities found in your system. Use the filters to limit the vulnerabilities and configuration items to scan. Vulnerable items are rechecked whenever these settings are updated.
Create a checklist
A step has been updated to save the checklist as a template.

Fixes included with Jakarta Patch 2

* 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.