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Kingston Patch 14

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Kingston Patch 14

The Kingston Patch 14 release contains fixes to these problems.

Kingston Patch 14 was released on March 14, 2019.
Build date: 03-07-2019_1940
Build tag: glide-kingston-10-17-2017__patch14-02-27-2019
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 14 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 14, refer to KB0727920.

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

Instance Automation


Errors are reported after a clone: SafeNet is unable to re-encrypt a record in the sys_encryption_context "Encrypted Export Attachment" After a clone, Safenet is unable to re-encrypt when the table is sys_encryption_context, the column is encryption_key, and the name is 'Encrypted Export Attachment' because the field has a read-only sys_policy.

Service Catalog: Service Portal Widgets



The Typeahead Search widget in Service Portal does not find catalog items The typeahead search on the top banner in Service Portal does not return the matching catalog items in the drop-down list.
  1. Launch Service Portal on a pre-London instance.
  2. Click the Service Catalog link on the top banner.
  3. Try to search for any catalog item (i.e. Standard Laptop or Apple ipad3 or New Hire).

    No matching results are shown in the drop-down list.

  4. Click Browse by categories and the Can we help you? category.
  5. Try to search for a catalog item using the search box on the top right corner.

No matching item values are listed in the drop-down list. If you click Enter in the search box, a message appears for no results found under the Service Catalog.

Outbound Messaging



Instance threads can get blocked while sleeping, and schedulers can get overloaded due to RESTMessageV2 and SOAPMessageV2 API issues

While waiting for a result, the APIs will actually sleep() a precious instance thread, blocking that thread from being used by anything else during the waiting time. This blockage causes backlogs and even thread exhaustion in scheduler workers, event processing, and semaphores.

For information on best practices for RESTMessageV2 and SOAPMessageV2, refer to KB0716391.

Refer to the listed Known Error KB article for details.




When users export a PDF with a two-level group by or trend with group by the secondary tables and display grid enabled, the display grid is displaying JSON object rather than plain strings
  1. Create a report, and trend by with group by and display grid enabled.
  2. Save.
  3. Export the PDF.

Look at the display grid in the PDF export. JSON objects are serialized in the sub-tables column.

All other fixes

Problem Short description Description Steps to reproduce

Activity Stream


Activity formatter strips out the newline '\n' from fields

Asset Management


A duplicate model category record is created when an instance has already had one
  1. Log in to an instance with a user that has both the category_manager role and the cmdb_read role.
  2. Create a model category in the model_category, for example, 'Accessory/cmdb_ci_acc/[empty]'.
  3. Delete any other existing 'Accessory' records if they exist.
  4. Upgrade the instance.

A duplicate record with the same value 'Accessory/cmdb_ci_acc/[empty]' is created by a system or admin user. However, it should not be created because it is the same as the user-created one.

Change Management


The Open button in the CAB Workbench Calendar does not work as expected in the Month view When the CAB Workbench Calendar is switched to the Month view, the meetings in the calendar cannot be opened with only one click.
  1. Open the CAB Workbench page.
  2. Open the page in the Month view where there are many meetings.
  3. Scroll up and down to view all the meetings.
  4. Click a meeting.

The meeting does not open and the page is scrolled up. When the meeting is clicked again, it opens.

Cloud Management Application


Microsoft has changed Azure Billing API endpoint (Response code 426: Method failed: (/rest/XXXXXX/usage-report)) Azure Cloud Billing fails with 'Response code 426: Method failed: (/rest/<<Enrollment No>>/usage-report) with code: 426'. This is because Microsoft has changed the Billing API endpoint and retired the old endpoint. Refer to this document for details.
  1. Navigate to Cloud Management > Cloud Admin Portal.
  2. Within the portal, navigate to Analyse > Billing > Billing Schedules (or go straight to /
  3. Open an existing Azure Billing report which had worked in the past.
  4. Select Execute now and select any month.

An error message is returned.

Customer Service Management


The time card for CSM is logged in to the wrong date if the system time zone is not set to US/Pacific When users create a CSM case and populate its Time Worked field, a new time_card record may be created with the Time Worked field set to the wrong day of the week depending on which system time zone the instance is on.
  1. Impersonate the System Admin user.
  2. Set the system time zone to US/Pacific.
  3. Navigate to Customer Service > Cases > Create New.
  4. Add the Time Worked field to the form.
  5. Populate any mandatory fields and the Time Worked field.
  6. Save.
  7. Navigate to the time_card.lost and open the newly created record. For example, if you create the case on Sunday, 14-Oct at 6:00 pm PDT (15-Oct 2:00 am GMT), the Time Worked field is correctly created for Sunday.
  8. Change the system time zone to GMT.
  9. Create a case.
  10. Navigate to the time_card.lost and open the newly created record.

If you create the case on Sunday, 14-Oct at 6:00 pm PDT (15-Oct 2:00 am GMT), the Time Worked field is created for Tuesday instead of Sunday.



Issues with the event queue performance due to slow discovery.device.complete events



The Docker pattern does not correctly populate the Size (bytes) of the Docker containers



The URL generated by the AWS contains parameters that must be encoded The URL generated by the AWS for the next page contains parameter values that must be encoded, due to special characters in the generated token.

Edge Encryption


When users encrypt journal type fields, the decrypted text appears as one line without the proper new line formatting
  1. Install the Edge Encryption plugin.
  2. Configure and connect the Edge Encryption proxy to the instance.
  3. Create an Encryption configuration on a journal field, for example, the work_notes in the Incident.
  4. Open the incident record, and inside the work_notes of the form, type 'line1' and press the Enter key, then type 'line2' and press the Enter key, and type 'line3' and press the Enter key.
  5. Submit.

Open the incident record again, the work_notes appears as a single line 'line1line2line3'.

HTML Editor



In the Edge browser, users cannot paste text from Microsoft Office products into the TinyMCE HTML editor

Refer to the listed Known Error KB article for details.

Human Resources



HR users cannot edit the Assignment Group field in the HR case list view

Refer to the listed Known Error KB article for details.

Human Resources Service Management



The HR case approval via email does not move the case to 'Approved'
  1. Create a case that requires approval from a user who cannot read the case otherwise.
  2. Have the user approve the case via email.
The case might not move to 'Approved' until an update is made to the record.

Human Resources Service Management


The Sign Document button does not add the signature to the HR PDF template for specific PDF files

Human Resources Service Management


Mapping for PDF documents is not working in the HR task 'Sign Document'
  1. Log in to a London instance as HR admin.
  2. Create a case.
    • Search for the employee, such as Abel Tuter
    • Case details: Insurance Enrollment
  3. Go to the HR case you created.
  4. Update the Assignment group field to HR Admin.
  5. Preview the document.

    The fields email address, Last Name, First Name, and Middle name Initial are filled in, which are mapped properly. A task is also created.

  6. Impersonate Abel Tuter.
  7. Under To-do in the HR portal, open the HR case.
  8. Click Sign Document - Insurance.

The field email address, Last Name, First Name, and Middle name Initial are empty.

Knowledge Management


The date corruption in kb_knowledge causes unexpected behaviors Outdated articles appear instead of published ones, and the notification 'An updated version of this article is available' displays.

Knowledge Management



Non-admin users are unable to see some knowledge fields or unable to make some changes in the knowledge article after migrating to Knowledge V3 The issue is identified when users migrate from Knowledge v2 to v3. It can cause permission issues for non-admin users on some of the kb_knowledge fields depending on the field level ACLs on kb_knowledge. Here are two symptoms:
  • Non-admin users are unable to see some fields in the knowledge list or form.
  • Non-admin users are unable to make changes to the knowledge record.
  1. Verify if the instance has any ACLs that satisfy the following filter condition:
    1. Navigate to https://<instance_name>/ (or Access control list from Navigator menu)
    2. Add the following filter conditions for the list view:
      • Name 'starts with' 'kb_'
      • Description 'contains' 'ACL has been created by the Knowledge Management V3'
      • Advanced 'is' 'true'
      • If any record exists, verify if any ACL contains scripts in the following pattern:
        • new KBKnowledge().canRead/canWrite/canCreate/canDelete (without answer =)
  2. If any record exists, the instance may be impacted by this issue.
  3. The symptoms of this issue are:
    • Log in as 'non-admin' user with contribute access to any knowledge base
    • Navigate to
    • Verify if any column like short description, number shows blank values
      • OR
    • Try to update the kb_knowledge record
      • Refresh the page.

The recently updated changes are not persisting.

Knowledge Management


New User Criteria APIs evaluate knowledge-related user criteria only User criteria that are not used by any knowledge base are evaluated on the first article opened in the session.

MID Server



Discovery Schedules end up 'Canceled' because all MID Server threads are blocked by Shazzam and DNS probes, due to HTTPS port probes getting stuck Shazzam Probe gets stuck on HTTPS scanner, blocking all other worker standard threads.

Refer to the listed Known Error KB article for details.

On-call Scheduling


When users click an on-call schedule tile, it opens the first on-call calendar in the choice list regardless of the tile selected When users click an on-call schedule tile, it should open the calendar of the schedule tile. However, it opens the first on-call calendar in the choice list regardless of the tile selected.




The Azure DNS Zone HD pattern would fail if the name and the IP from the DNS information are empty
  1. Run cloud resource discovery on Azure Service Account which has DNS information missing IP and name.
  2. Check Pattern debug and logs.

    The Pattern got empty value for Name and IP from DNS information.

The empty name and IP would cause identification errors in the later steps.




The 'Azure Database' pattern fails with multiple issues

Refer to the listed Known Error KB article for details.



When users run Discovery on the NetApp device, the firmware-version attribute returns a null value When users run Discovery on the NetApp device, the firmware_version attribute cannot be set on cmdb_ci_storage_server. A null value is returned.




Drilling down into the list on the Report widget does not redirect users to Service Portal Drilling down into the list on the Report widget does not redirect using the URL format "/".
  1. Set up the redirection to Service Portal for end users as Single sign-on, logins, and URL redirects.
  2. Install the plugin Performance Analytics and Reporting - Service Portal Widgets.
  3. Configure the report widget to display a report in a portal page as Reports on Service Portal.
  4. Log in as a user that should be redirected to the portal.
  5. Open the portal page to display the report (for example, type 'Bar').
  6. Click a data column in the report to display a list of records.

It navigates to a normal UI like / rather than / that would use the portal UI as expected.




The report does not load and the message 'Loading report' is displayed
  1. Create a bar chart with the table incident and the following values:
    • Group by: Active
    • Stack by: Active
  2. In the Style tab, check the Display datalabels check box.
  3. Create a dataset, bar chart with the table incident and save.

The report never loads and the message 'Loading report...' is displayed. The following console error also appears: "Uncaught TypeError: Cannot read property 'dataLabels' of undefined".

Service Catalog


KB list transactions take minutes to load

For non-admin users, transactions/lists takes a long time to load.

Service Mapping


The AWS request signature does not match the signature generated by the AWS server The AWS request signature in the authorization header does not match the signature generated by the AWS server.

Visual Task Boards


Attempting to create a VTB task using the mobile app (web and native apps) causes an error and gets stuck 'Loading...'
  1. Navigate to incident.list.
  2. Right-click the form header and choose Show Visual Task Board.
  3. In another tab, enter '<instance-name>$' to take you to the mobile view.
  4. Refresh the VTB page and try to 'Add Task' at the bottom of a lane.

    The "cannot read property 'getUniqueValue' of undefined" error is displayed in the console, and the task is stuck loading.

  5. If you switch back to the desktop view (<instance-name> and refresh the VTB, you are able to add tasks.

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.