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Kingston Patch 11

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Kingston Patch 11

The Kingston Patch 11 release contains fixes to these problems.

Kingston Patch 11 was released on November 15, 2018.
Build date: 11-12-2018_1023
Build tag: glide-kingston-10-17-2017__patch11-10-31-201
Important: For more information about how to upgrade an instance, see Upgrade to Kingston.

For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable, sortable version of Kingston fixed problems, see KB0623762.

Note: This version is approved for FedRAMP.

Security-related fixes

Kingston Patch 11 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 Kingston Patch 11, refer to KB0717199.

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

Activity Stream



Journal fields ('comments', 'work_notes') are not editable g_form.isEditableField() returns false for journal/journal_input fields on existing record forms. This PRB also blocks the ATF plugin from setting the field value of journal_input fields during the test execution.

Refer to the listed Known Error KB article for details.




Dot-walked extended fields do not show in a list report on Task tables Any dot-walked fields from extended task tables do not display in a list report after a Jakarta upgrade. Columns, such as Requested For on sc_request, and their field content do not show on the List report.

Refer to the listed Known Error KB article for details.

Configuration Management Database (CMDB)


The CMDB Baseline Diff formatter has no limit on how many changes are displayed on the form, causing the CI form to either fail to load or be too long

The CMDB Baseline Diff formatter has no maximum limit for the number of changes that will be listed, causing the rendering of the form to time out, or if it loads then the form is unusable due to the size.

Once you upgrade to a release version with the fix for this PRB, the new default for the number of changes to be displayed on any CI form is limited to 10 (max). To modify this value, create the system property com.cmdb.baseline.max_changes.

Service Catalog


Catalog UI Policy's 'Applies on Requested Items' option doesn't work when setting the variable to 'Not Mandatory'

Forms and Fields



Document ID type fields still support the on-hover functionality on the reference icon and flicker continuously The ability to hover to view reference pop-up text is not available beginning with Kingston, but document ID type fields still show the text. Additionally, they flicker continuously and call the pop-up function in the backend multiple times.
  1. Navigate to System Definition > Tables and go to the sysapproval_approver table.
  2. Open any record.
  3. Hover over the info icon on the Approving field.

All Other Fixes

Problem Short description Description Steps to reproduce

Activity Stream


Discrepancy in display of the checkbox to toggle/switch journal fields (WorkNotes/Comments) "Show All Journal fields" element works correctly. However, the checkbox to toggle the work note/additional comments is not displayed.

Agent Intelligence


The threshold needs to be added to the Agent Intelligence Rest API output
  1. Use Rest API Explorer > Agent Intelligence API.
  2. Provide an input and solution name.
  3. Check output.

Agent Intelligence


Prediction with a solution with reference fields fails

Agile Development


The agile board is blank when the assignment group is inactive
  1. Add the user to a few invalid groups. Make that group to be the first one that is returned in the query.
  2. Check if that is the group selected on the agile board upon first login.
  3. Set the user preference com.snc.agile_board.group_id to the inactive group and log in to the agile board.

Application Navigator & Banner Frame


JEXL expression from navpage_stripe is escaped The 'href' attribute on the anchor tag and the 'alt' on the image tag are not evaluated.




Loading a sysapproval_approval form generates the JavaScript console error "Uncaught SyntaxError" due to "&&" in element_date_time.js The 'Uncaught SyntaxError" occurs when loading sysapproval_approver records due to "&&" in a static platform .js file being converted to "&&" in the browser.
  1. Clear the browser cache.
  2. Clear the instance cache.
  3. Open the browsers console.
  4. Navigate to sysapproval_approver.list.
  5. Open any existing record.

Observe the following error in the browser console: Uncaught SyntaxError: Unexpected token.



An assessment warning error is displayed in the log 'org.mozilla.javascript.EcmaError: 'primary' is not defined'
  1. Activate the Security Incident plugin.
  2. Create a security incident.
  3. Choose more than one affected services in the related list.
  4. Move the state to Contain.
  5. Move the state to Review.
  6. Navigate to the assessment generated.

    Affected services are not populated.

An error is displayed 'org.mozilla.javascript.EcmaError: 'primary' is not defined.'

Asset Management


Fix the run_as user issue for PA jobs The PA jobs fail to run and an error 'Run_as user does not exist' is displayed.

Asset Management


Problems with cmdb_model_category All model categories are missing

Automated Test Framework


The record query step fails if the table has a column named 'query' or 'next' The record query step cannot find any records in a table if the table has a column named 'query' or 'next'.

Cloud Management Application


Metadata binding for SecurityGroupPool does not work

Cloud Management Application



Discover datacenter for Azure errors out when MID Server cannot communicate with Azure When running 'Discover Datacenters' on an Azure cloud service account, the logical datacenters are not discovered and associated in the service account's related list 'Logical Datacenters'. The following error message is thrown: org.mozilla.javascript. JavaScriptException: [object Object] (script_include: AzureAPIInvoker; line 38).

Refer to the listed Known Error KB article for details.

Cloud Management Application


An empty resource block shows up in the stack with conditions on provision steps Stacks with conditional deployment steps cannot be deprovisioned.

Cloud Management Application


Installing the Cloud Management Core plugin activates the "Price Discovery" module that is exposed to ITIL Users Running the "Price Discovery" module may cause performance issues due to the high memory consumption.
  1. Activate the Cloud Management Core plugin.
  2. Navigate to Modules > Price Discovery (The record exists with an empty role set).
  3. Impersonate an ITIL user and look for discovery in the navigation page.
The 'Price Discovery' module pops up.

Cloud Management Application


Cloud Management plugin updates ACL for 'read' on sc_task records, causing ACL to fail on script check for ITIL users with the role 'sn_cmp.cloud_service_user' The role 'sn_cmp.cloud_service_user' prevents ITIL users from viewing the fields on the record.

Cloud Management Application



The Cloud User Portal takes minutes to load a failed cloud stack with the status 'Resolving Error' The Cloud User Portal takes minutes to load a failed cloud stack with the status 'Resolving Error'.
  1. Navigate to the Cloud User Portal.
  2. Click Manage Stacks.
  3. Open a Cloud Stack with the status Resolving Error.

Cloud Management Application


Azure Microsoft resources/deployments resources are using an API version header which is too outdated
  1. Import an ARM template that contains a nested template (a resource of type 'Microsoft.Resources/deployments').
  2. In the properties of this nested template resource, specify a new property named 'resourceGroup' with a corresponding value.

Note that the CAPI route fails as Azure returns an error.

Configuration Management Database (CMDB)


CPU spikes on the DB server related to the OOB query Where there are empty parent/child records in the cmdb_rel_ci table, the script "Script Include: RelationshipAuditor" may return huge result-set, causing slow discovery jobs and high CPU on DB.

Configuration Management Database (CMDB)


Orphan rule is not calculated correctly for relationships in the CI Dashboard
  1. Have a CI with relationships or create a new CI and add relationships to it.
  2. Change the CI status to Installed.
  3. Go to Class Manager > Health > Orphan Rule > Create new orphan rule.
  4. Create a rule with attribute Status = Installed AND Relationship 'Any Relation' and 'Any Class'.
  5. Go to the CI and click the CI Dashboard.

    Observe in the table that CI appears as an orphan.

CI should not come as an orphan because it has Status=Installed and have relationships.

Configuration Management Database (CMDB)


Incorrect reconciliation behavior when using the 'Update with null' setting When a reconciliation definition with some field is not selected for "Update with null", boolean and DateTime fields are updated with null values.

Configuration Management Database (CMDB)


CI Class Hierarchy functions are different on TPP and TPC Parent fields do not show in the CI Class Manager tool.
  1. Navigate to Configuration > CI Class Manager.
  2. Click Hierarchy.
  3. Search for 'Server' and select the first option (Server).
  4. Click Windows Server (8) on the bottom of the list.
  5. Navigate to Class Info > Columns.

Note that only sys_id is shown.

Configuration Management Database (CMDB)


Last and first discovered should not get updated by batched update if IRE payload itself provides this value

Contract Management


Change in date formats causes contracts expire on approval if the start date is set before the current date
  1. Change the default value (yyyy-MM-dd) to dd-MM-yyyy.
  2. Create a contract and assign an approver.
  3. Impersonate the approver and approve contract.
  4. View the contract record.

The state is 'Expired'. However, the state should be 'Active'.

Core Platform


When attaching Microsoft files, 'Too many open files' errors occur (file descriptor leak) Attaching Microsoft documents (doc, docx, ppt, pptx, etc.) results in a file descriptor leak and 'Too many open files' exceptions.

Core Platform


When some public UI pages try to access, a 401 error occurs instead
  1. Create a UI page that accesses
  2. Make this UI page sys public.
  3. Log out and try to access the UI page.

The UI page should work, but a 401 error occurs instead.

CSM Communities


Social Q&A does not allow posting of answers Social Q&A question, answer, comment posting in Knowledge sometimes fails, if the Communities plugin is not installed. This is due to an empty reference field named "content" in social Q&A question, answer, comment tables.

Dependency Views (BSM Map)



Dependency View Map (BSM Map) hides relationships with Active CIs if the CI is set discovery_source=Duplicate, and no relationships are shown if the map is for that CI

Even if a CI is active and in use as a key part of the map, the Dependency View Map (BSM Map) hides relationships where the parent/child CI is set discovery_source=Duplicate.

It is the Identification engine that is re-using this discovery_source field to also mark CIs as probably duplicate. When the CMDB Identification and Reconciliation engine or CMDB Health Dashboard jobs find 2 or more CIs that match from the point of view of the Identification engine, all except the oldest CI are marked as discovery_source=Duplicate, overriding the true value.

The Dependency Views map will not display relationships either side of these CIs when the map is centered on that CI, and will not include that CI in Maps of CIs upstream or downstream of it. This is done as soon as the field is set Duplicate, even though de-duplication tasks have not been closed to either tweak the identifiers to prevent false positives, or merge the truly duplicate CIs. Even after merging the CIs, there is no out-of-box function to clear the Duplicate value from the field so good CIs may remain with this value even after they are not longer seen as duplicate.

Refer to the listed Known Error KB article for details.

Dependency Views (BSM Map)


CI type filter shows the table name instead of the display name for non-English languages When users set their session to any non-English language (e.g. German), the "CI Types" filter in the Details panel of the map are listed with the table names. For example, "cmdb_ci_server" is displayed instead of the translation. However, users can see the display names correctly in the map settings > CI type filter (drop-down) using the default English language.
  1. Follow the steps to set the language (e.g. German).
  2. Set up a user with the non-English language (e.g. German). If you have activated the language correctly, it will be selectable as an option.
  3. Either log in or impersonate the user in step 3.
  4. If you have demo data loaded, go to the following CI:

    https://<your instance> =53958ff0c0a801640171ec76aa0c8f86 Otherwise, go a Server CI.

  5. Click Dependency map viewer.
  6. In the map settings, select the drop-down for CI type filter.

The classes appear in their table names (e.g. cmdb_ci_server instead of the display name server).



Pattern returns wrong results for the right credentials If the first credential fails, the discovery process stops after one try and does not continue to use the right credentials.



Router discovery reconciles router interfaces twice, resulting in duplicate and absent records
  1. Discover a router or switch which must have the routing capability in order to run the SNMP - Routing probe/sensor.
  2. Look at the history of data created by SNMP - Identity.
  3. Look at the history of data created/updated by SNMP - Routing.

Records added in Identity are marked absent, and duplicates (though with more data) are added.



Netscaler issue svcGrpMemberGroupName does not display the name properly if more than 32 characters are in the list of members



Trigger SSH probes when data cannot be retrieved using SNMP

Trigger SSH probe where there is no payload.



New OIDs for SNMP classification



The master switch in HSRP with multiple VIPs is discovered repeatedly If the user uses a wide range of IPs in its schedules, they may include HSRP VIPs. This may lead to discovering a device (the active switch in the HSRP configuration) multiple times using different IPs, causing attribute flipping on the CI.



L3 relationships are not created for ESX servers
  1. Discover the router or switch, which should have a connection to the ESX server.
  2. Discover Vcenter.
  3. Navigate to the ESX server and verify L3 relationship (IP connection) to the above switch/router.



SNMP Routing Reconcilers cannot reconcile records based on the state change (e.g. Installed > Absent) SNMP Routing Reconcilers do not reconcile records based on state changes. This appears to affect the following tables:
  • dscy_route_interface
  • dscy_router_interface
  • dscy_route_next_hop
  1. Run a Discovery scan against a router or switch with routing capabilities (make sure that this triggers the SNMP - Routing probe/pattern script).
  2. Check the Router Interface table (dscy_router_interface) and find any records linked to this network device that have 'Status = Installed'.
  3. Update any of these records to change to 'Status = Absent'.
  4. Run another Discovery scan against this same device and then check and see the Router Interface table once again.

The records that you manually updated to 'Absent' should either be updated to be 'Installed' or perhaps a new 'Installed' record should be created, but it seems neither of these actions are occurring.



NetApp discovery fails on metrocluster from node to disk relations The query to get disks from NetApp device shows all disks including those under the remote NetApp device (via metrocluster), but only the local nodes are retrieved



Remove 'Migrate to pattern' modules from the navigation bar When users click any "Migrate Windows to Pattern" module, it runs the script automatically.



Content is escaped inside '< >' character created with Japanese half-width katakana if the mail is in the text format
  1. Select Japanese character input as half-width katakana.
  2. Create an Outlook email with the option as 'text format'.
  3. Enter the character <> while in half-width katakana.
  4. Complete by input the URL <>.
  5. Send the email.
  6. Go to the sys_email table and find this record.

You can see <http:>, which means the content within the <> has been escaped. This does not happen on full-width romaji.

Event Management


Excessive logging from class Debug logging is not controlled, leading to excessive logging to the localhost log.

Event Management


Need to add the fix script to update 'Other' type as non-licensable History data on the em_unique_nodes table should be updated after an upgrade ('Other' type as non-licensable).

Financial Management



Receiving a blank screen after clicking the 'Demand Budget' UI Action Receiving a blank screen after clicking the 'Demand Budget' UI Action. The same behavior is noted with the UI Actions 'Portfolio Target' in Portfolio and 'Project Budget' in Project.
  1. Activate the Project Portfolio with Financials plugin.
  2. Navigate to a Demand record.
  3. Click the Demand Budget UI Action on the Demand form.
  4. Fill in the requested information on the budget pop-up dialog and submit it.

Expected behavior: The Demand form reloads with the updated budget values.

Actual behavior: After submitting the budget pop-up info, the screen is blanked and the demand budget is not updated.

Flow Designer


PFLogListener overflow DBLazyWriter causes the instance unresponsive Major incident flow triggers are not processed.

Human Resources Service Management


Typo in sn_hr_integrations.HRIntegrationsOutboundHelper script include

Human Resources Service Management


Clicking the "Show cases created" UI Action redirects us to the home page After creating bulk HR cases and going to this table "sn_hr_core_bulk_case_request" and opening any record, clicking Show cases created redirects users to the home page.
  1. Go to the sn_hr_core_bulk_case_request table.
  2. Open any record.
  3. Click Show cases created.

    Notice you are redirected to the home page.

Expected behavior: It should redirect to the list of cases created.

Actual behavior: It redirects to the home page.

Knowledge Management



User criteria that is not used by any knowledge base is evaluated on the first article opened in the session When a newly created user criteria is not set to any knowledge base, the criteria are evaluated on the first article opened in the session.
  1. Create a user criteria 'Test Criteria'.
  2. Insert the following script in it:

    gs.addInfoMessage('{No User Criteria Test}');

    answer = true;

  3. Save it without assigning a knowledge base.
  4. Navigate to Self Service > Knowledge.
  5. Open any article.

Notice the custom created log statement shows {No User Criteria Test} in the header. The new user criteria gets executed when the first article is opened in the session.

MID Server


The custom operation pattern discovery in AWS does not support external credentials such as CyberArk CMPv2 uses patterns to discover some portions of the AWS information. Even though an external credential store supplies Access Key and Secret Key, this does not get supplied to the pattern.



Linux server pattern fails to bring in the Object_ID for the newer EC2 instance The object_ID value is not brought in as further exploration is not made. This restricts the creation of relationships between the host and the VM instance which is performed by the post sensor script "Create Relation Between Host To VM Instance" that is invoked after the linux-server pattern.



UCS blade duplication issue

When a blade is discovered via UCS Manager, the blade_serial_number is recorded. If the serial_number field used that value, there would be an identification collision between the blade hardware and the server OS running on the blade. To avoid this, the OOB pattern appends the UUID of the blade to the serial to create some uniqueness.

However, fetching the UUID from the bladeHardware XML query will yield different results over time. If there is no service profile associated with the blade, the fixed "burned-in UUID" will be returned. As soon as a service profile is associated with the blade, that XML query will return the current UUID that the service profile has grabbed from a pool - the "dynamic UUID".

This changes the serial_number field of the blade, and hardware identification rules think it is a new piece of hardware and create a duplicate.

Discover UCS in the lab and verify that serial number is unique.



Assigned_To attribute is not populated by Discovery Assigned_To attribute is not populated by Discovery on the cmdb_ci_computer table.



Mongod DB pattern does not recognize the -f flag for configuration files OOB Mongod DB pattern does not recognize the -f flag for configuration files. The "get config file" step only looks for the -config flag, but the Mongod documentation states that either -config or -f are valid flags.

Performance Analytics



Updating and saving some OOB PA Indicators (for example 'Number of CIs Installed') gives the error: "Indicator Source Facts table and Script Facts table must have the same value"

When updating and saving one of the below Performance Analytics Indicators, the following errors are thrown: "Indicator Source Facts table and Script Facts table must have the same value."

Affected indicators:

  • Number of CIs Installed
  • Sum duration of jobs executed today
  • Sum App Score Fiscal Quarterly
  • Sum Application Indicator Scores - Quarterly
  1. Activate the following plugins:
    • Performance Analytics - Content Pack - Configuration Management (CMDB) []
    • Performance Analytics - Content Pack - Discovery []
    • Performance Analytics - Content Pack - Application Portfolio Management []
  2. Enter pa_indicators.list in the Filter Navigator.
  3. Open any of the following Indicators:
    • Number of CIs Installed Sum duration of jobs executed today
    • Sum App Score Fiscal Quarterly Sum Application Indicator Scores - Quarterly
  4. Change the Name.
  5. Click the Update UI Action.

Expected behavior: The change is saved.

Actual behavior: The following error is issued and the change is not saved: 'Indicator Source Facts table and Script Facts table must have the same value.'

Performance Analytics



In Chrome 69 and Firefox 62, labels are not visible on threshold lines in the Scorecard
  1. Log in to an out of box instance.
  2. Navigate to Performance Analytics > Scorecard.
  3. Find an existing scorecard with data.
  4. Click the 'Add/change threshold' icon.
  5. Pick any value in 'Notify if the score hits' and click Save.

    This add the threshold line to the scorecard.

In Chrome 69, the threshold labels do not appear in Scorecards.

Platform Performance


Excessive ACL evaluations occur when building PA 'dashboard picker' in instances with a large number of dashboards

In instances with a large number of dashboards (records in the pa_dashboard table), building the 'dashboard picker' (the drop-down list of dashboards displayed at the top of the dashboard) can take an excessive amount of time. This is because the number of ACL evaluations is equal to the number of available dashboards in the instance. The more dashboards the user has, the more evaluations occur. Above a certain threshold, the performance impact becomes noticeable.

To activate this fix, glide.cms.dashboards.picker.show_recents needs to be added and set to True.

Platform Security


Need support for dynamic Elrond keys



Unable to source a request and add to the purchase order
  1. Navigate to Maintain Items > Captivate.
  2. Click Try it and submit the request.
  3. Go to 'Catalog Task' records, and click Source Request.
  4. Click Add to Purchase Order.

Expected behavior: There should be some available records to be selected.

Actual behavior: 'Metric Group' and 'License Metric' show 'No record found'.

Project Management


When closing all project tasks, the project "State" does not change to "Closed complete" When closing all project tasks, the project "State" does not change to "Closed complete" and the "Percent complete" isn't updating to 100%. If there is a related "Requirement" on the project, the "Percent complete" calculates that into its percentages when it shouldn't.

Project Management


Decision records (dmn_decision) have only the 'Rejected' state configured as a close state
  1. Activate the Project Portfolio Financials plugin.
  2. Go to dmn_dcision.list.
  3. Create a decision and create a project task under it.

Once you set the state to closed complete, the decision state is set to rejected.

Project Management


Project Tasks with Finish Start Dependencies is not recalculating Project task dependencies don't work when the parent task has a constraint (start from a specific date) and the child task (successor) has the cross task dependency and ASAP constraint.

Project Portfolio Management


Project workspace does not work on HI Including dates in the filter breaks the flow of Project Workspace.



On map reports, two locations with the same city name and different state names point to the same state
  1. Create two cmn_location records with the same city name but different states in USA.
  2. Add some incidents for those two locations.
  3. Create a map source on the 'incident' table and field 'Location'.
  4. Generate map source levels.
  5. Create a map report with map data as data source created in above steps.

Security Access Control Lists


When adding a user to a group fails, no error message is shown When a group manager does not have access to add or remove members from a group, they do not see an error message. The lack of an error message can confuse some group managers into thinking they were successfully able to add or remove members from their group.

Service Catalog: Service Portal Widgets



When a Catalog Item with Date Time variable is "Saved" through the Cart Edit button, the DateTime variable value changes unexpectedly In Service Portal, when a Catalog item with a Date Time variable is "saved" through the Cart Edit button, the value of the DateTime variable changes unexpectedly.
  1. Make sure that Service Portal is enabled.

    For more information, see the product documentation topic Activate Service Portal.

  2. Create a catalog item named 'Test Dates'.

    For more information, see the product documentation topic Create or edit a catalog item.

  3. Create a variable of type Date/Time with the name 'test_date_time'.
  4. Open the catalog item from Service Portal.
  5. Select a date in the test_date_time variable.
  6. Click Add to Cart.
  7. Once the item is added to the cart, click the Cart icon on the top-right corner, and click View Cart.
  8. Click the Edit (pencil) icon next to the item inside the cart.
  9. In the confirmation dialog box, save without making any changes.

Note that the date/time value is changed although no changes were made.

Service Catalog: Service Portal Widgets



Labels are not displayed for the checkbox with the label variable created under the order guide

Refer to the listed Known Error KB article for details.

Service Catalog


ServiceCatalog cache for items and variables can take over 5 minutes to rebuild, causing transaction timeouts When the cache is flushed, every catalog item, category and every variable must be put back in the cache. In the case where there is a single Service Catalog category that contains 45,000 catalog items with 20-30 variables per item, the Service Catalog cache can take over 5 minutes to rebuild, once on each node, the first time a user tries to access the category.

Service Catalog

PRB1261369 is not applied on the Service Catalog homepage

When is set to "false", it prevents the mouseover popup functionality from being triggered when viewing a service catalog category page.

However, if a Catalog Categories widget is added to the service catalog homepage and configured to display catalog items, the popup functionality is still triggered.

Service Catalog


A reference-type item variable with the reference qualifier does not work in the condition builder In the condition builder of Catalog UI policy or base rule, add a condition on a reference-type item variable with the reference qualifier. Clicking the magnifying glass gets a blank page.

Service Catalog


Unable to remove 'SNC External' user criteria from the catalog item 'Not Available For' related list

Service Catalog



The entire User Criteria cache gets flushed on a sys_user update for one user Every time a single sys_user is updated, the whole user_criteria_cache is flushed. When the user_criteria_cache is flushed, it must be rebuilt for every user who performs an operation that is controlled via User Criteria. Depending on how slow it is to evaluate the scripts of all User Criteria records, this has varying degrees of impact on system performance ranging from mild slowness to extreme degradation.
  1. Navigate to Knowledge > Home.
  2. Try to view a Knowledge base record.
  3. Open /

    Notice the value of the entries attribute in <user_criteria_cache>.

  4. Open /
  5. Double click the 'Active' field on any user and set it to 'false'.
  6. Look at / again and notice that the entry in <user_criteria_cache> has been set to 0.

Try to view the KB article again and the scripts of all the User Criteria records will be run.

Service Mapping



Service Model's blob reaper causes high load on the instance and affects performance

There's a scheduled job named "Service Model's Blob Reaper", which functions as a table cleaner for some of the tables used by Service Mapping.

This job is not executed very often (once a week), but once it does it may result with high memory consumption, causing high load on the node and affects instance performance. In these cases, it may also take hours to run.

Execute 'Service Model's Blob Reaper' from sys_trigger.

Service Mapping


The most recent service checkpoint can get removed If a service is not used for a long time, the service's most recent checkpoint can get removed. As a result, when users go inside the map, the map is empty.
  1. Create a business service.
  2. Simulate a situation where its stale, meaning that it stays the same for a few months.
  3. Run the Checkpoint Reaper job.
  4. Open the map.

The map is empty.

Service Mapping


The duplicate pattern causes an incorrect redirect to the original pattern at the pattern designer

Service Mapping


Layer 2 connections from the server to switch can be deleted after the switch discovery
  1. Discover a server with a network adapter.
  2. Discover a switch with the switch port.
  3. Add to the forwarding table of the switch a record with the MAC address of the network adapter.
  4. Add a record to discovery_switch_bridge_port_table with the switch as cmdb_ci.
  5. Run the layer 2 connections algorithm on the server.

    A layer 2 connection is created.

  6. Run the layer 2 connections algorithm on the switch.

The layer 2 connection is deleted.

Service Mapping


In the multipage parallel discovery, the overall status counter is not updated correctly as the result status is not completed The Discovery status does not get completed when enabling the multipage sensor parallel processing.

Service Portal


Certain Choice Lists cause dirty form warnings when no user change has occurred

Service Portal



The "No matches found" message is shown in auto complete for the reference variable in the Service Portal "No matches found" message is displayed in auto complete for the reference variable in the Service Portal when the user searches for a word. The search returns multiple records, but user doesn't have the read access to any of the first 20 records.
  1. Create a record producer.
  2. Create a reference variable for the [cmdb_ci] table.
  3. Open read ACL for [cmdb_ci] table.
  4. Add the following condition 'Class is Software'.
  5. Go to cmdb_ci.list. Search for Name starts with Adobe.

    There should be around 31 records returned.

  6. Configure the list layout and add the Class column.
  7. If there are 31 records, change the first 30 to something other than software and make sure that the last one is set to Software.
  8. Impersonate an ITIL user.
  9. Open the record producer in Service Portal.
  10. Type in 'a' and notice the results.

    Notice that the record that you have read access to is shown.

  11. Type 'Adobe'.

Notice 'No matches found' message. It should return the one Adobe CI you can read.

Service Portal


"Enable Filter" on the Data Table Definition widgets causes an error if the record navigated to from the table contains a date field "Enable Filter" on the "Data Table from Instance Definition" or "Data Table form URL Definition" widgets causes the "Array.prototype.some called on null or undefined" error if the record navigated to from the table contains a date field.

Service Portal


Service Portal infoMessage and errorMessage timeout don't have configurable notification timing and the current timeout is too short Service Portal widget client script function spUtil.addErrorMessage(String message) displays an error message bubble which has an inconsistent expire time on different browsers and on the same browser itself.

Software Asset Management Professional


Asset is not created when purchase order line item in ordered and then received
  1. Activate com.snc.procurement and com.snc.sams plugins.
  2. Navigate to Procurement > Purchase Orders module.
  3. Create purchase orders, fill in required details (Vendor, Ship to, etc.), and submit the form.
  4. For the above created purchase order, create the purchase order line item with details.
  5. Click Order.
  6. Click Received.

Expected behavior: Asset should be created.

Actual behavior: Asset is not created in the assets tab. Errors occur on the page stating 'Purchased rights cannot be empty and Invalid entitlement license metric type.'

Software Asset Management Professional


Need to fix the timing issue for calculating software usage

Software Asset Management Professional


Reclamation candidate not having savings tied to it due to incomplete entitlement data The Potential Savings field in SAM reclamation candidates is not updated.

Software Asset Management Professional


Inconsistent results of GlideRecord.updatemultiple() Non-compliant product results show up incorrectly.

Software Asset Management Professional


Normalization UI Actions are displayed incorrectly The UI Actions for Revert Normalization and Normalize do not support cases where the normalization status is empty.

Software Asset Management Professional



Sensor error when processing Windows - Installed Software. ReferenceError: "related_data" is not defined

Run discovery to a Windows PC that has Adobe Acrobat installed

Software Asset Management Professional


The Reclaim All button on the Software Model Result incorrectly reclaims all candidates in the system The Software Model Result reclaims all ready reclamation candidates in the system, even for candidates not selected by the user.

Software Asset Management Professional


Create Software Normalization business rule on the Install table should clear out norm values on install when the discovery model is not properly normalized

Survey Management


Normalized values for metric results also take the inactive metrics weight
  1. Create an assessment with categories and multiple questions.
  2. Assign the assessment and take the assessment.

    The normalization values are calculated according to the formula mentioned in docs.

  3. Make some of the metrics in the assessment as inactive.

The normalization results are multiplied with the value for bias which is totalWeight/setWeight, which also takes into account inactive metrics.

Time Card Management



'Quick Add' feature in the Time Card Worker Portal does not work correctly The 'Quick Add' feature in the Time Card Worker Portal does not handle the comma decimal separator.

Refer to the listed Known Error KB article for details.



Workflow gets stuck due to scratchpad value not getting evaluated properly Users are unable to execute a workflow successfully when the Encrypted Workflow Scratchpad plugin is active and an activity causes the workflow to stop.



Published workflows are editable when clicking the icon in the upper left corner of an activity (remove open record button)
  1. Open a published workflow from the workflow editor.
  2. Click the icon in the upper left corner of an activity.

    You get the option to open the record.

  3. Open the record by clicking Open Record.

    When that record is open, you can see that all the fields are editable.

  4. Edit any of the fields. When you click the back arrow, it asks if you want to save your work.
  5. Choosing Save allows those changes to be saved to the published workflow.



'current' can be replaced during the workflow processing, and this can affect the processing of all subsequent business rules under certain circumstances

During the business rule processing, if a script updates a record in a different table and the updated record has multiple active workflows, the first workflow updated results in one of the other active workflows being completed or canceled.

When the workflow context that was completed or canceled is then processed, 'current' will be set to the record for that workflow. However, it will not be restored to the original record when the workflow processing completes.



Workflow welcome page community link needs to be updated
  1. Go to Workflow.
  2. Click Workflow Community Discussion.

Observe you go to a landing page that is not related to workflow.




When launching a wizard record generator, a global record is created which will trigger any business rules and workflows running off of the global table

When launching a wizard record generator (e.g. out of box on call generator), a global record is created. The global record will trigger any business rules and workflows running off of the global table.

Many on-demand workflows target the global table so that they do not run when a record is generated (i.e. incident, cmdb_ci), but they are available to be run on-demand. Creating this global record will trigger each global workflow which can cause serious performance degradation.

Refer to the listed Known Error KB article for details.

Fixes included

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.