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Kingston Patch 13

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Kingston Patch 13

The Kingston Patch 13 release contains fixes to these problems.

Kingston Patch 13 was released on January 31, 2019.
Build date: 01-16-2019_1101
Build tag: glide-kingston-10-17-2017__patch13-01-16-2019
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 13 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 13, refer to KB0723544.

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




Scripted evaluation of the to, cc, bcc, from, and reply-to values in the email client template does not work Performing scripted evaluation of the to, cc, bcc, from, and reply-to values in the email client template or email client does not execute correctly. In some cases, it displays "Invalid function definition".
  1. Define an email client template with the following values:
    • Table: incident
    • Any one of To, Cc, Bcc, Reply to, From (London and Kingston) fields:

      javascript: (function() { return '';}());

  2. Open the Email Client from an active incident.

    An error message 'Invalid function definition' is displayed.

  3. Alternately, add the following script to the To, Cc, Bcc, Reply to, From fields

    javascript: gs.getProperty('');

No values are populated.




Article versioning: Article state is incorrectly displayed in the article view page for older versions, when compared with the actual status in the platform When a new version of an article is created, the older version's status will change from 'Published' to 'Outdated'. However, when the user views the article, sometimes the status is still 'Published' even though the article is 'Outdated' in the platform.

Scenario 1

  1. Navigate to <instance-name>/kb page and select any article.
  2. Click Edit.
  3. Click Checkout, make some changes, and click Publish.

    The article is sent for review.

  4. Click Approvals and choose the Reject option while reviewing the article.

    The article status is moved back to Draft.

  5. Check the status in the Article view page, which still shows the article status as Reviewed.

Scenario 2

  1. Navigate to <instance-name>/kb page and select any article.
  2. Click Edit.
  3. Click Checkout, make some changes, and click Publish.
  4. In platform view, go to the article list page and open an old version of the article.
  5. Click Make this current.

    The article will be in the Review state.

  6. Recalling the article in the Review state.

    The status is changed to Draft.

  7. Compare the status in the Article view page, where the article status is Reviewed.

Sometimes, even creating a new version of the article also creates a mismatch in the article status display.

Resource Management


Resource Allocation Report doesn't show the requested hours for the group resource with specific users When creating a resource report for a resource plan with the resource type as 'Group Resource', the report does not show any allocation which is 'Requested'.




On domain-separated instances, live profile records are created with the sys_id in the name field Instead of user names, sys IDs are shown on Connect chat and mini windows.
  1. Ensure that the Domain Separation and Connect plugins are active.
  2. Go to sys_user.list and include the Domain column in the list.
  3. Set a domain of two users to different sub-domain.

    For example, using the demo data, set ITIL user to TOP/MSP and set Fred Luddy to TOP/ACME.

  4. Pick a record which was created by user 'ITIL User', for example, INC0000052.
  5. Impersonate Fred Luddy.
  6. Try to view INC0000052 from the Service Portal. You can modify this link to see the incident: https://<instance name><sys id of incident INC0000052>&view=sp&id=ticket&table=incident
  7. Check the live_profile record for the recently created records.

The live profile record for 'ITIL user' is correctly created with the domain TOP/ACME but the name field shows the sys_id of the user record rather than the user name.

Because the sys_id in the name field of live_profile record, when that user participates in a Chat conversation, the sys_id is displayed instead of the user's name.

Forms and Fields



Japanese text becomes corrupted in the approval page On translated instances using Japanese, there is a GlidePopUp issue that affects the reference fields preview popup. For example, consider a user who writes a knowledge article in Japanese and submits the article for approval. In the approval page, Japanese text that was written in the article body appears as corrupted characters, and they do not show up properly.

Refer to the listed Known Error KB article for details.

All other fixes

Problem Short description Description Steps to reproduce

Change Management


Profile image missing for attendees on CAB Workbench
  1. Install the Change Management - CAB Workbench plugin.
  2. Create the user 'QA CAB_Manager' with 'sn_change_cab.cab_manager' role.
  3. Log in as 'QA CAB_Manager'.
  4. Create a CAB Definition with the following, and leave default values for the rest fields and save it.
    • Time per agenda item = 20 mins
    • Notification lead time = 3 (agenda items)
    • CAB Manager = 'QA 8.Cab_Manager' populate Delegates, Board Members, Board Groups
  5. Create a Schedule Entry of a daily meeting for the CAB Definition. The meeting lasts for 30 mins and starts the next hour of today with no Repeat Until value.
  6. Click 'Refresh CAB Meetings' related link to generate some meetings.
  7. Click the related link "Go to this meeting in CAB Workbench".
  8. Open Attendees.

Expected behavior: Profile image should appear.

Actual behavior: Profile image is missing for attendees.

Change Management


CAB Workbench Change Request form does not support dot-walked fields, which causes the error message 'Cannot read .value of undefined (task[fieldName].value)' When a dot-walked field is added to the CAB Workbench Change Request form view, the field value does not display correctly in the CAB Workbench. The error 'Cannot read .value of undefined' is displayed in the JavaScript console.



The Chat module shows the user's city and country in the profile, but the module does not appear to honor the user's language selection
  1. Navigate to the Connect Chat module.
  2. Initiate a chat with 'Abel Tuter'.
  3. Abel Tuter profile shows 'Location: MÜNCHEN, Germany'.
  4. Change the instance language to German.
  5. Refresh the chat module.

Expected behavior: It should show 'Deutschland' instead of 'Germany' as per the country configuration.

Actual behavior: The Abel Tuter profile shows 'Location: MÜNCHEN, Germany'.



When users instead of agents close the chat window, users see the message 'The agent has closed the support session' When users close the chat window, they see the message 'The Agent has closed the support session' at the top of the page. However, it is the users who close the support session.

Cloud Management Application


VMware "Create_vSphere_NIC_VM_ Response_Processor" is not using IPs attached to NICs when creating NIC configuration items VMware "Create_vSphere_NIC_VM_ Response_Processor" response processor is not using IPs attached to NICs when creating NIC CIs. Instead, it is using the first IP returned and attached to the VM instance itself for all NICs. This can cause the incorrect IP to be assigned to the NIC or no IP to be assigned at all.

Cloud Management Application


CMPV1 'sn_azure' Cloud Discovery does not populate vm_inst_id for Azure virtual machines which leads to missing relationships between the CI's and their VM instances

Cloud Management Application


The Logical Datacenter values are not populated in "sn_cmp_stack_item" table In the "sn_cmp_stack_item" table, the value for Logical Datacenter is empty.

Customer Service Management



The Password Reset widget installed by the Customer Service Base Portal plugin is using the legacy Password Reset URL The Password Reset widget installed by Customer Service Base Portal plugin uses the legacy Password Reset URL (/ rather than the updated URL (/$
  1. Activate the Customer Service Base Portal plugin.

    For more information, see the documentation topic Activate a plugin.

  2. Navigate to Service Portal > Widgets > Password Reset.

The URL configured is /

Customer Service Management


The Solution Definition (Classification) conditions: 'state is Resolved or Closed' conflict with 'Active is false'

Dashboards and Home Pages


Widgets don't load if an applied breakdown is deleted Dashboard loading breaks when an applied breakdown (source) is deleted.
  1. Create a dashboard.
  2. Add a breakdown source to the dashboard.
  3. Add a PA widget relevant to the breakdown source to the dashboard.
  4. Select an element from the breakdown selector. The widget is filtered.
  5. Go to dashboard property and remove the breakdown source.
  6. Open the dashboard again.

The widget loads.

Dashboards and Home Pages


Issues with duplication when creating a dashboard version on a homepage When users have not converted the homepage to a dashboard, a blue bar appears asking users to create a dashboard version of the homepage. Clicking 'create dashboard ' sometimes makes the page unresponsive but multiple dashboards are created for this action. Reloading the homepage continues to show the blue message for creating the dashboard version even if there already exists a dashboard for this page.
  1. Log in as an admin user and load the homepage.
  2. Make sure a blue message appears to covert the homepage to dashboard on this.
  3. For example, open homepage Process KPI.
  4. Click Create on the popup to create a dashboard version.

The page becomes unresponsive.



Horizontal discovery of Hyper-V is slow since the system is trying to execute SSH commands before running the commands using WMI



Switching from probe-based Discovery to pattern-based Discovery script takes a long time when there are more than 30 million CIs

Event Management


Errors exist in the binding process Events are randomly bound to either the DNS name record or the Windows Server when the exact same event content is used.

Event Management


SNMPv3 Trap listener problems Users can't send SNMP v3 inform traps with engine ID to SNMP listener.

Flow Designer


When users create approval records from the flow engine, they do not receive approval notifications
  1. Create a table that extends task.
  2. In the flow designer, create a new flow that is triggered by a record in the new table.
  3. Add an Ask for Approval action.
  4. Drag the new table record to the approval record.
  5. Set approved.
  6. Save and Activate.
  7. As the system admin, insert a new record in the new table.

Flow will execute, but no approval events.

Guided Tours


After users disable the Guided Tours by setting the system property com.glide.guided_tours.enable to false, the localhost node log still shows API calls involving Guided Tours

Human Resources


In the HR Portal, the E-Signature widget fails when new hire users try to complete any signature-related assignments
  1. Create an onboarding case from the HR Portal.
  2. Log in as a new hire user and try to complete the to-do tasks.

Errors occur after users complete the to-do tasks.

Human Resources Service Management


When setting 'Elevated Privilege' to true on a role, the role does not work Before the users elevate the sn_hr_core.admin role, they can see the fields with this role. However, when they elevate the role, they cannot see the same fields.



Performance degradation occurs due to high volume of data in the sys_flow_report table and its child table



Azure Website pattern: retrieve list of websites with a single REST call Azure Website pattern: retrieve the list of websites with a single REST call, removing the necessary requests for resource groups.

Performance Analytics


Issues with displaying PA dashboards on instances with legacy domain separation configuration

Instances with the legacy version of domain separation installed have a disruption on the dashboards after upgrading to London.

Legacy domain separation plugins:
  • Domain Support (do not activate...use 'Domain Support - Domain Extensions Installer' instead) [ com.glide.domain ]
  • Domain Support - Common (do not activate...use 'Domain Support - Domain Extensions Installer' instead) [ com.glide.domain_basic ]
  1. Activate the plugin with ID "com.glide.domain_basic" which includes "com.glide.domain" (Do not install the plugin "com.glide.domain.msp_extensions.installer" as this is the new Domain Separation plugin and not the legacy version).
  2. OOTB the domain configuration will have as a domain table "sys_user_group". In case this is not true, click in the link "Change Domain table" and set the table Group (sys_user_group) as the domain table.
  3. Create two new groups: Group A and Group B. Make Group A the parent of Group B.
  4. Create two new users: User A and User B. Give both users 'pa_viewer' role.
  5. Add 'User A' to group Group A and add 'User B' to group Group B.
  6. Upgrade the OOTB instance to London Patch 2 (or later release).
  7. After upgrade, impersonate User A or User B, check the dashboards.

Expected behavior: Dashboard loads correctly.

Actual behavior: Dashboard is broken, the pane area is blank and no UI input works (buttons, drop-down fields, etc.).



Too many events causing email processing delay There is a property change (or something else) that triggers a cache flush. While the cache is synchronized across all the primary and secondary nodes at the same time, the database is not able to handle all the connections from few/more secondary nodes because they on the far side (secondary side).

Project Management


Unable to partially copy project (PRJTASK) from the Planning Console When copying partial projects from Planning Console, the tasks under the same project isn't listed in the dropdown.

Project Management


Planning Console breaks when the timezone is set to 'IST' in the sys_user record

Project Management


When property com.snc.project.fire_brs_from _planning_console is set to true, external dependencies created on the Planning Console do not update the project dates

Project Management


Project export to Microsoft Project always shows the project start time in the PDT timezone When exporting any project and open the MPP XML, it always shows the start time in PDT irrespective of system time zone. For example, if the system timezone is Asia/Macau, Export XML shows start date/time as 15 hours behind Macau.

Project Management


The Planning Console loads slowly The Planning Console is slow when the 'Show Weekend' tab is enabled.

On an instance with the Project Management plugin:

  1. Create a project 'Test Project 1'.
  2. Click 'Planning Console' related link.
  3. Right click the project row in Gantt chart to open context menu.
  4. Click 'Add Child Tasks' context menu item.
  5. Enter 'Number of tasks' as 500.
  6. Check 'Create FS dependency'.
  7. Click Ok.
  8. Reload the Planning Console.

Expected behavior: The Planning Console loads instantaneously.

Actual behavior: The Planning Console loads slowly.



Logic correction needed for 'Authentication > Remove Credentials From Welcome Page *'

Service Catalog: Service Portal Widgets



Even though 'Show help' option is disabled, the values entered in the help text and the help instructions are displayed in Service Portal item forms

Refer to the listed Known Error KB article for details.

Service Level Agreement




When SLA Definitions are in a domain other than global, the calculations on the Task SLA records can be incorrect and/or the workflow will not attach or be updated
  1. Create an Incident for a Caller in one of the sub domains.
  2. Update the record to an In progress state and with all fields filled that are required for closure (e.g. Resolution code and Resolution notes).
  3. Run a background script to impersonate the integration user and update the Incident to closed and then check that the Task SLAs on the Incident have been updated correctly.
    • An example background script used for this is:
                              incGr = new GlideRecord('incident'); 
                              incGr.get('number', '<ENTER INCIDENT NUMBER HERE>'); 
                              incGr.state = 7; 
                              incGr.work_notes = 'Test'; 

Software Asset Management Professional


Subscription pull schedule job normalizes install for all subscription software, but it should only normalize for Microsoft subscription software
  1. Enable the Microsoft and Adobe plugins.
  2. Create a Microsoft subscription product install with an edition, for example, Microsoft Office 365 E1.
  3. Create any subscription product install other than Microsoft, such as Adobe Photoshop.
  4. Provide the edition for that install, for example, 7706 or CC.
  5. Run the pull subscription job.

Software Asset Management Professional


Fix a minor issue for One Click Revert feature A small issue can prevent an instance from fully reverting to the out-of-box version.

Usage Analytics



Compliance metric for Vendor Risk Management does not return values The definition file used for Vendor Risk Management compliance measurements is disabled, causing incorrect reporting data.

Refer to the listed Known Error KB article for details.



Performance issues appear during upgrading

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.