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Kingston Patch 5

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Kingston Patch 5

The Kingston Patch 5 release contains fixes to these problems.

Kingston Patch 5 was released on May 3, 2018.
Build date: 04-25-2018_1112
Build tag: glide-kingston-10-17-2017__patch5-04-17-2018
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 5 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 5, refer to KB0685497.

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




After committing an update set that deletes a (custom) field from a table in the CMDB hierarchy, other tables show errors When a field is deleted in the CMDB hierarchy through the update set, data loss occurs for the table with a column mapped to the same storage alias as is used by the column that is deleted.

Refer to the listed Known Error KB article for details.




List gauges showing the wrong row count on the homepage The pagination controls and counts for all list gauges for the same table name added to a homepage appear to have counts derived from the first gauge.
  1. Configure a user with an ITIL role and Network and Service Desk groups.
  2. Impersonate the user and open a homepage by typing HomePage Admin > My Home in the filter navigation.
  3. Click the Add Content button, find Gauges > Task > My Groups Work and add it to the page.

    Notice the record/page count at the bottom of the list.

  4. Click the Add Content button, find Gauges > Task > Unassigned Work and add it to the page.

    Notice both lists show the same record/page count.

When more than one list gauge is present, the first one's record/page count is applied to the rest.




The classify sensor wrongly identifies the device as a network printer The classify sensor wrongly assumes that the presence of an hrDeviceEntry with an hrDeviceType value ending in ".5" means the whole device is a network printer, when it can be a server with printer drivers installed. This is particularly problematic when an HP® iLO card is exposing the Windows® OS details through SNMP.
  1. Enable SNMP Pass-Thru in iLO.
  2. Discover an HP server that is running Windows® through the IP address of the iLO card.

Discovery will classify it as a printer (cmdb_ci_printer).

Benchmarks Application


Unable to hide the Dashboard module installed as part of the Benchmark Client application Admins do not see the Benchmark Client application under 'Application picker' as it has been set to private.



Users are not able to log into the instance through SSO After an upgrade, the SSO is broken and users are not able to log into the system.




'Group by' does not persist when a report is exported to PDF When users create a new report, or open an existing one, the 'group by' filter does not apply if they export to PDF or schedule the report.

Refer to the listed Known Error KB article for details.

All other fixes

Problem Short description Description Steps to reproduce

Agent Intelligence


ML prediction usage report should use the correct filter condition to show the prediction usage data

Agent Intelligence


Replace weka.jar with ml-weka jar for the licensing purpose

Agile Development


Unable to filter/sort stories or to control the displayed columns
  1. Proceed to the sprint planning board (
  2. Scroll down to the backlog.
  3. Right click the displayed column and attempt to sort the column from z to a.
No changes are made. However, if you open the frame in a new tab, you are able to filter. This issue only occurs within the sprint planning board.

Agile Development


When sprints are created from the release related list, they do not appear in the sprint planning board
  1. Log into a Jakarta instance.
  2. On the Release form (rm_release_scrum), add the sprint release related list.
  3. Create a sprint from this related list.
  4. Create the sprint outside of the release dates and save.

    This will throw an invalid error.

  5. Update the dates so that the record is created and saved.
  6. Navigate to the sprint planning board (

Expected behavior: Users are able to select the sprint in the dropdown field.

Actual behavior: The new sprint does not appear.

Asset Management


The default semaphore is exhausted ASYNC discovery job causes an out of memory error due to an OOB business rule.

Cloud Management Application


If a public IP does not get assigned, the script execution fails if a private IP is attached with any NIC After entering valid data in the order form, the order fails because the public IP does not get assigned.

Cloud Management Application


The relationship from VM to the private image is not mapped to the correct image, instead to an undefined image
  1. Provision VM on Azure using the private image.
  2. After the stack is completed, click Dependency View for that stack.
VM is mapped to the undefined image.

Cloud Management Application


Parameters are incorrectly marked as mandatory When requesting the CF stack using the Cloud User portal, though provisioning parameters are not mandatory on the CF stack, it is shown as mandatory on the catalog item.

Cloud Management Application


AWS billing download does not work from us-east-2 and several other newer regions

Cloud Management Application


The cloud account UI is stuck in 'Starting' after the discovery fails The notification is insufficient when the discovery fails to launch and is stuck in a permanent 'Starting' state.

Cloud Management Application


Spaces in the variable name of the tag definition cause new blueprints to have form issues If users put a space in the variable name of the variable in a tag definition, it gets propagated to the sn_cmp_tlr_op_attr table, then copied into the blueprint container resource for any new blueprints created and will break any form loading.

If users take the space out of the tag definition variable, a second entry gets created in the sn_cmp_tlr_op_attr table. It does not clean up the first. The space should not be allowed.

  1. Navigate to Cloud Management > Billing > Usage > Tag Management.
  2. Create a record.
  3. In the variable name field, enter something with a space.
  4. Create or import a new blueprint and catalog item from it.
  5. Navigate to the portal to order it.

The form load will not work properly.

Cloud Management Application


AWS billing discovery fails when the CSV file has a 'Cost' column instead of 'Blended Cost' and 'Unblended Cost' columns
  1. Use an AWS CSV-formatted billing report with only a single cost column.
  2. Set up billing discovery to retrieve the data.
  3. Check the billing dashboard.

Expected behavior: The total of the cost column in the downloaded report matches the reported cost.

Actual behavior: The report shows 0 cost.

Cloud Management Application


vSphere data center resource block needs to send the name instead of the sys_id
  1. Create a blueprint with a virtual server on a vSphere datacenter block.
  2. Generate a catalog and make sure Datastore/Cluster Datastore fields are set to 'Show In Form' = true.
  3. Order the catalog and select a data store on the subsequent form.

The order fails saying 'xxxxx Data store not found'.

Cloud Management Application


Config Management Discovery code should be in JavaScript

Cloud Management Application


For NIC, the state is not showing up The NIC state does not get updated in the UI under Stacks when the CFT template is provisioned.

Cloud Management Application


The BlockUntilReady operation is failing
  1. Navigate to the Cloud Admin portal.
  2. Create a cloud script.
  3. Create a blueprint, add BlockUntilReady, and execute the script operation.
  4. Create a catalog out of it.
  5. Navigate to the User portal and launch a stack

The BlockUntilReady operation fails on all three cloud accounts.

Cloud Management Application


The record is unable to be modified and a banner message displays: 'This record is in the Cloud Management Platform application, but Global is the current application. To edit this record click here' The Cloud Management plugin activation changes incident Category and Subcategory field records from the Global scope to the Cloud Management Platform scope. This prevents records in the sys_choice table where the table is 'incident' and the element is 'category'/'subcategory' from being edited.

Cloud Management Application


Reference > Order form breaks with the wrong combinations Order form breaks when users have the wrong combinations [UI Data Type, DataSource, Datasource Value] in the blueprint page or in the catalog table.

Cloud Management Application


Provisioning an Azure virtual machine from the Cloud User portal fails with an error When creating the Azure public IP and NIC, it does not wait for the Public IP to finish provisioning before requesting to create NIC. Since NIC depends on the Public IP, an error occurs.
  1. Create a blueprint for the Azure virtual machine.
  2. Set DiscoverAndAttachIP to true on the virtual server.
  3. Provision the blueprint.

An error occurs.

Cloud Management Application


Azure - ListResourceGroup sensor fails with an error ListResourceGroup sensor fails with an error 'TypeError: Cannot convert null to an object' if the discovered Azure subscription has no resource groups.

Cloud Management Application


Table cmdb_ci_security_grp_template does not have the default view
  1. Navigate to System UI > Views.
  2. Navigate to Default View Record.
  3. Search for cmdb_ci_security_grp_template in the form sections and lists.

The table cmdb_ci_security_grp_template does not have any default view.

Cloud Management Application


Tag filter on the billing dashboard form shows all values regardless of the selected tag name
  1. Download AWS or Azure billing data.
  2. Open the Billing dashboard.
  3. Select a tag name (e.g. 'Application') from the 'Tags' interactive filter.
  4. Click the second dropdown of the "Tags" filter to show a list of possible values.

Expected behavior: It should only show the values matching the selected tag name.

Actual behavior: It shows all tag values.

Cloud Management Application


Related Lists do not appear by default for the VMware data center, but do appear for AWS and Azure
  1. Navigate to
  2. Open one VMware region record and one AWS region in two tabs.
  3. Compare both regions.

Expected behavior: UI view should be consistent for all data centers. All the data centers should display 'Related Lists' by default.

Actual behavior: 'Related Lists' do not appear by default for the VMware data center, but do appear for AWS and Azure.

Cloud Management Application


AWS regions eu-west-2, eu-west-3, and ca-central-1 are not included in billing reports When resources are in the eu-west-2, eu-west-3, or ca-central-1, the billing reports are listing them either as 'unknown region', or mistakenly as us-east-1.
  1. Find/create some EC2 instances in eu-west-2, eu-west-3, and ca-central-1.
  2. Run the billing discovery.
  3. Find rows in the sn_cmp_cost table with resources matching the EC2 instances.

Expected behavior: The resources are mapped to an sn_cmp_cost_ldc record with the correct region.

Actual behavior: The resources are mapped to an ldc having an empty/unknown region, or wrongly having a us-east-1 region.

Cloud Management Application


CMP cost records for the 'empty' or 'miscellaneous' resources are often assigned the wrong region

Some costs in downloaded bills are not associated with a resource ID. Behind the scenes, CMP creates an sn_cmp_cost_rsrc record for these with an empty resource ID.

Often this record is improperly shared by sn_cmp_cost records that originated from a variety of regions. This leads to them being reported as all from the same region rather than from the region they actually originated from.

  1. Run billing discovery.
  2. Find some rows in sn_cmp_imp_aws_cost with an empty resource_id, but the region is visible in the usage type (e.g. "USW1-CW:AlarmMonitorUsage" or "UGW1-ElasticIP:IdleAddress").

Expected behavior: The costs from these rows should be mapped to an "empty" resource having an ldc with the correct region.

Actual behavior: The costs are often mapped to an existing "empty" resource having an ldc with the wrong region.

Cloud Management Application


Resource operation policies execute out of order. The attribute order defined at the policy level is not honored

Create two resource operation policies:

  • Infoblox integration with the policy order as 1.
  • Execute a script with the policy order as 2.

Though a script policy execution should execute after the completion of the Infoblox integration policy, policies actually execute simultaneously.

Cloud Management Application


Unable to access Windows virtual machine provision using public images
  1. Set up OS profile using any of the public images.
  2. Provision a virtual machine using just the configured profile.
  3. Once the virtual machine provision is done, try to access virtual machine using IP, user name, and password details from stack.

Users cannot access virtual machine and execute PowerShell scripts on the virtual machine.

Cloud Management Application


Some Azure VM's do not associate with the image CI VM-to-image mapping is missing in CMDB.

Cloud Management Application


Stack AssignedTo changes when different users execute the lifecycle operation
  1. Provision a catalog.
  2. Once the order is successful, open the Stack Details page.
  3. Click the Stack resource box and check the AssignedTo and OwnedBy parameters.
  4. Impersonate an admin user.
  5. Navigate to User Portal > Manage Stack.
  6. Click the Stack resource block.
  7. Execute the stop operation and wait until the operation fails or becomes success.
  8. Click the Stack resource box and check the AssignedTo and OwnedBy parameters.

Expected behavior: AssignedTo should not change on executing lifeycle operations.

Actual behavior: Stack AssignedTo changes when different users execute the lifecycle operation.

Cloud Management Application


The number of resources showing up on the resource card and the number of resources in the list do not match
  1. Activate the Cloud Management plugin.
  2. Create an AWS cloud account and run Discovery.
  3. When the Discovery is completed, click Virtual Machine Resource Card.
  4. Check the list of VM's according to their state.

Only active resources should show up on the resource card.

Cloud Management Application


Resource operation catalog item creation issue
  1. Add a new resource operation.
  2. Create a catalog item.
  3. Check the catalog item in the sn_cm_rb_op_cat_item table for the resource_id.

Cloud Management Application


Resource operations do not support script includes from other scopes The response processor at the AWS DC level was triggered, but the top-level response processor was not triggered. If users move both the response processors to the AWS DC level, it works but causes multiple entries to be created in the stack.
  1. Create a script include in a non-CMP scope.
  2. Call this script include from a virtual server provision operation.

This script will not be called. However, users should be able to call any script include from any scope.

Cloud Management Application


Application type load balancers discovery fails if the listeners information is missing
  1. Log into the AWS console.
  2. Create an application load balancer.
  3. Run Discovery.

    Observe Discovery should discover all load balancers.

  4. Navigate to the AWS console and delete listeners information in the application load balancer.
  5. Run Discovery again.

Load balancer discovery fails if listeners information is missing.

Cloud Management Application


Azure alerts do not work if users have a password with a special character The Azure alerts configuration is not pulled from Azure if the credential has a special character. A WebhookServiceUriIsNotValid error is thrown in the Azure activity log.

Condition Builder


The counter is incremented when the condition builder v3 is loaded
  1. Open the incident counter.
  2. Open a report using the incident table and the new UI. The counter is increased.
  3. Refresh the report page.

Expected behavior: The counter should remain the same.

Actual behavior: The counter increases every time the report is reloaded.

Configuration Management Database (CMDB)


Cannot create relations from CMDB SDK to CIs belonging to a class that does not have the identification rule defined

Configuration Management Database (CMDB)


When editing a table that is not in the global scope using the CI Class Manager, it will incorrectly say changes are successful and throw an error
  1. Install the Application Portfolio Management plugin.
  2. Navigate to sys_db_object and verify that the cmdb_ci_business_app table is in the APM scope.
  3. Navigate to Configuration > CI Class Manager.
  4. In the Class Hierarchy panel, choose Business Application.
  5. In the panel on the right side, check the Advanced checkbox.
  6. Navigate to Completeness > Recommended Fields.
  7. Add some fields to the selected side of the slush bucket and click Save.

    The message says "Recommended fields saved successfully".

  8. Navigate away from recommended fields and then come back to it.

The selected fields were not saved. In the system logs, an error is thrown.

Configuration Management Database (CMDB)


When filling the form, attributes should not allow 'Class' Reconciliation Definitions has 'Class' as an attribute. Since 'Class' is a system attribute, it should not be in the slush bucket.
  1. Type Reconciliation Definitions and click New.
  2. Fill the form. In the attributes, you will see 'Class' as an attribute.
  3. Add 'Class' to the attributes.

    'Class' is allowed to be saved in the reconciliation definitions rule.

'Class' should not be in the attributes slush bucket as 'Class' is system attributes.

Configuration Management Database (CMDB)


Configuration by Category: The all category shows 'printing hardware'
  1. Impersonate an ITIL user.
  2. View the "Configuration by Category" menu.

The all category should display 'All hardware'. Instead, it only displays 'Printing hardwares'.

Configuration Management Database (CMDB)


Mangled text in CI Class Manager when compact UI user preference is enabled
  1. From the cog wheel, set the Compact User Interface preference.
  2. Navigate to Configuration > CI Class Manager > Hierarchy > Server > Health > Compliance > 'Certification Filter' tab > All Servers.

The text for the tabs above the main frame is displayed wrongly.

Configuration Management Database (CMDB)


The ACL was not properly set for the cmdb_group_contains_encoded_query table

Configuration Management Database (CMDB)


De-duplication task state is overwritten by CMDB Health Dashboard jobs
  1. Create two duplicate CIs of type Linux server.
  2. Open the CI dashboard for one of them to create a task.
  3. Change the task state to Closed Incomplete.
  4. Run the CMDB correctness job.

The state of task will be overwritten to Closed Complete.

Core Platform


The size of JavaScript objects is calculated incorrectly In the development environment, users run into a JavaScript compiler exception: Array object has exceeded maximum permitted size of 26843545.

Customer Service Management


Approval process does not work in the business-to-business registration Self-registration on the business-to-business Customer Service Management Portal does not work correctly.

Customer Service Management


Permissions in cross-origin iFrames Chrome is deprecating its default permissions for content in cross-origin iFrame.

Customer Service Management


Users who attempt to associate knowledge articles with cases are seeing errors In Customer Service Management, the KB articles are not shown to users. They see security constrain errors.



Patterns do not use the affinity table

Users see in the MID Server logs that the false credentials are being tried before the right credentials, even though they are defined in the affinity table.

This issue occurs when adding additional false SNMP credentials, and running an SNMP query against a load balancer, and setting the order of the credential to be lower so it runs before the actual credentials.



If a classified application triggers a pattern, the CI will not be created until after the mapping runs, resulting in missing or empty relationships Discovery has been creating CI relationships with empty 'parent' or 'child' fields.




System probe/sensor always sets the load balancer service operational status to non-operational On F5s populated by the legacy probe/sensor, the load balancer service operational status value is hard-coded to '2' which is 'non-operational'. Applicable data should be used from the device to determine this status.
  1. Discover an F5 with operational services.
  2. Check the operational_status of cmdb_ci_lb_service records.

Note that the operational_status values are all 2, which is 'non-operational'.



The call custom operation concatenates the header content which is not correct and the authentication fails



Sensor 'UNIX - OS Uptime' results in an error when discovering the CI for the second time when using the glide.sys.date_format 'dd-MM-yyyy' ECC queue errors are observed during discovery using the 'UNIX - OS Uptime' probe/sensor. When using probes and sensors (not patterns), the sensor 'UNIX - OS Uptime' results in an error when discovering the CI for the second time using the glide.sys.date_format 'dd-MM-yyyy'.



Discovery of layer 2 tables can leave the current data as absent=true For details on the fix for this PRB, refer to Layer 2 Discovery.



When running any cloud-based pattern with no HTTP/TCP EP, the pattern will not run When running any cloud-based pattern with no HTTP EP, the pattern will not run. Users will get an error 'Application discovery using patterns failed due to lack of identification section containing an entry point of TCP or ALL'.



The relation reference step issue between the IP address and DataPower server The opsview event integration does not work even though the connector testing phase succeeds.

Event Management


Duplicate records issue Duplicate active records for the same CI are seen for the em_impact_status.list.

Event Management


Impact is invalid for the application cluster The impact tree is incorrect for the application cluster, and impact rules are not working as expected. The propagated impact of the service is invalid.

Event Management


Opsview connector throws an exception when getting events without the service group The opsview event integration does not work even though the connector testing phase succeeds.

Event Management


Severe performance impact caused by the impact calculator job In Event Management, the job takes a long time to process.




Auto-complete does not work with records with the display value as a Translated Text or Translated Field when using a translated language

When the instance language is switched to any language other than English, the auto-complete feature with reference variables does not work when the target table display field is a translated text.

The fix for this PRB is incompatible with the following dictionary attributes specific to reference fields:
  • ref_ac_columns_search
  • ref_ac_columns

Refer to the listed Known Error KB article for details.

  1. Activate an I18N language plugin such as French, but stay on the instance with English activated.
  2. Set a catalog item with one reference variable in it.
  3. Set the reference variable to point to a table which has translated text field as the display name.
  4. For example sc_cat_item:
    • set the reference to be simple,
    • set filter active=true
    • set attributes to "ref_auto_completer=AJAXTableCompleter, ref_ac_columns_search=true, ref_ac_columns=category"
  5. Set a couple of catalog items with a name beginning with the keyword "test". Make sure the French translations created for them in the sys_translated_text table also have names starting with "test".
  6. Set the catalog items above to active=false to test the reference qualifier set at step 4.
  7. Open the catalog item and click Try.
  8. Test the reference qualifier via entering the keyword "test".

    It will return data which matches with the filter and qualifier set at step 4.

  9. Switch the instance language to French.
  10. Try the same catalog item with the reference variable with the keyword "test".

On pre-Jakarta instances, the system will fetch the items which are not active as well, so the reference qualifier is not honored. Autocomplete does not work in a non-English language.

Financial Management


Custom data source segments are broken

Financial Management


ITFM workbench is missing a few HTML files after the upgrade When viewing the financial planning workbench, if users click the "Plan View" tab, a blank page is displayed and an error is thrown in the browser console.

Also, when clicking the "Edit Planning Template" in the financial planning workbench header, users are redirected to the home page instead of the template definition configuration screen.

Forms and Fields



When using UI15 in Kingston, task record headers have a space missing between the table label and the record label There should be a space between the table label (user) and the user's name on the form header. However, in Kingston, if users switch to UI15, there is no space between table label (User) and user's name on the header.
  1. Log into a demo Kingston instance.
  2. Switch to UI15.
  3. Go to any form, such as a user record: /<sys_id of the user record>

Notice there is no space between the Table label(User) and the User's name on the header

This happens in all forms. For example, Form header title for incident e.g. "Incident INCXXXXXX" is displayed as "IncidentINCXXXXXX".

Human Resources Service Management


After enabling the HR Scoped Application plugin, sysapproval_approver is slow to load the pages
  1. Activate the Human Resources Scoped App: Core plugin.
  2. Navigate to sysapproval_approver.list and search for an approver who has more than 50000 records.
  3. Impersonate the approver to log into the instance.
  4. Open any of the sysapproval_approver records.

It takes a long time to open the form.

Human Resources Service Management


The 'New' button on the HR cases list does not work with V3 list With list V3, the 'New' button on HR cases does not work. An error 'action is not defined' is thrown in the console.
  1. Install the com.glide.ui.list_v3 plugin.

    Make sure V3 list is enabled and V2 is disabled.

  2. Navigate to the HR cases list and click New.

Notice it does not work.

Human Resources Service Management


Document is not populated in the HR case
  1. Create two documents (doc1 and doc2). Both documents should have the same document type (dt) and table name, but different HR criteria (hc1 and hc2).
  2. Navigate to the HR service configuration of one of the services selected for the table in the above step. Make sure the case option is Automatically Create Draft Document.
  3. Navigate to the corresponding HR template.
  4. Select the document type (dt) to the one selected in the second step.
  5. Create the case for the same service for a user in (hc1) and another case for a user in (hc2).
  6. Verify that doc1 is generated for the user (hc1) and doc2 for user (hc2), and both documents are shown if the user belongs to both hc1 and hc2.

Expected behavior: Since only one document is generated, the document should be auto-populated in the case form.

Actual behavior: The document is not populated.

Human Resources Service Management


Tasks of the sign document type (e.g. NDA agreement on an onboarding) are showing up with a blank widget on Android mobile devices
  1. Start an onboarding process as a new user.
  2. As you log into the instance with an Android mobile device, click Sign NDA.

Expected behavior: On Android mobile devices, you should see a link to download the document.

Actual behavior: You will see a blank widget where the document should have been rendered.

Human Resources Service Management


Users can click outside of a dialog box and save the state as 'Suspended' through the HR case
  1. Proceed to any HR case and set the state to Suspended.
  2. A pop-up box shows up requiring a suspend reason and worknotes will appear.

Users can click outside of the box and the popup disappears, allowing users to save the case with the 'suspended' state without any worknotes or reason. Users should not be able to set the state to 'suspended' unless they provide worknotes as required.

Human Resources Service Management


Fail to show the latest article link in the HR catalog
  1. Create an HR catalog and add knowledge articles to it using Manage HR Catalog.
  2. Open the catalog from the HR Service Portal.
  3. Click the link to the article and observe the article.
  4. Create a new version of the article and publish it.
  5. Open the catalog again and click the article.

You will see the older version of the article.

Import / Export


XML imports ignore nodes if they are not present in the first 10 records being processed

XML imports from data source attachments ignore nodes if they are not present in first 10 records being processed. The XML being processed contains optional fields that may not exist in the first 10 records of data. Data being explicitly ignored can lead to data consistency concerns.

For details on the fix to this PRB, refer to File type data sources.

Incident Management


The Compose Email button does not load the email client if quick message/client canned message has a ${variable} in the body
  1. Activate the Major Incident Management plugin.
  2. Navigate to the Email Client Canned Message list:


  3. Navigate to System Policy > Email > Quick Message.
  4. Create a quick message with the following text in the body: ${variable}
  5. Navigate to Incident > Major Incident > All.
  6. Open any incident and click View Workbench.
  7. Click Communication and then click any of the 'Compose Email' buttons.

Note the email client loads with a blank page. If the '$' is removed from the quick message, the button starts working as expected.

IT Asset Management


Deleting a core_company record clears out the mandatory reference field in the publisher table
  1. Delete a core_company record which is mapped to a samp_sw_publisher record.
  2. Navigate to the samp_sw_publisher record and look for the reference.
  3. Navigate to other SAMP tables such as the software model, the discovery model, software install and look for the core_company reference.

IT Operations Management


createorUpdate API returns sysId even if the insert fails due to a data policy or a business rule
  1. Create a data policy that makes serial numbers mandatory on the cmdb_ci_linux_server table.
  2. Send an IRE payload that tries to create a record in the cmdb_ci_linux_server table without the serial number field.

The record is not created but IRE returns an invalid sys ID.

Knowledge Management



The Add button is not shown for Knowledge Manager The Add button on the category picker is not visible to the knowledge_manager of the knowledge base. It does appear for users with the admin and knowledge_admin roles so that they can create a category.
  1. Impersonate a user who is the manager of a knowledge base.
  2. Navigate to Knowledge > Articles > Create New.
  3. In the Knowledge Base field, select a knowledge base that the user is a manager of to set the Category field to readable.
  4. Click on the Lookup using the picker icon next to the Category field.

The Category Picker is displayed. Note that the manager is unable to create a category in the Category Picker window.



listEditRefQualTag variable used as a member API for getListControl() throws an error listEditRefQualTag variable used as a member API for getListControl() in related list UI action's condition does not work.

MID Server


Issue on sys_script_include within the 'handleError' function

On-call Scheduling



When creating a rotation from a schedule template that contains multiple schedule entries, schedule entry start dates are not maintained In a scenario where multiple schedule spans have been created for a schedule template, the start dates need to be honoured when creating the duplicate schedule for the rotation rather than setting these dates to the rotation start date.
  1. Create a new schedule with three schedule entries.
    • To U.S. Memorial Day:

      • Start 2019-01-01 time frame: 7:00 - 16:30
      • Repeats "Every Weekday (Mon-Fri)"
      • Repeat until 2019-05-26
    • To Fourth of July:

      • Start 2019-05-28 time frame: 7:00 - 16:30
      • Repeats "Every Weekday (Mon-Fri)"
      • Repeat until 2019-07-03
    • To U.S. Labor Day:

      • Start 2019-07-05 time frame: 7:00 - 16:30
      • Repeats "Every Weekday (Mon-Fri)"
      • Repeat until 2019-09-02

    From the [cmn_schedule] record, if you click Show Schedule in the related links, the calendar displays correctly. You can see the days with gaps, Memorial Day and Fourth of July.

  2. Navigate to On-Call Scheduling > Administration > Create New Schedule.
  3. Add the group 'database'.
  4. Use the schedule you created in the previous steps.
  5. Add one duty rotations on your On-Call schedule (e.g. Fred Luddy).
  6. View the schedule in the On-Call Schedules and move the calendar to Jan 2019.

Note that instead of the rotation's name displaying multiple times within a day, it displays only one time.

Performance Analytics


Unable to select 'Default field' in the text analytics widget




Editing a label for the CMDB table with TPP overwrites the other languages for that field label If users have multiple languages for their instance and edit a label (sys_documentation record) on the CMDB table, it will overwrite all of the other languages on the child tables with that language.
  1. Install the I18N: Internationalization plugin and at least one language.
  2. Navigate to System Localization > Field Labels.
  3. Set the filter [table] [starts with] [cmdb] AND [element] [is] [assignment_group].

    You can use any field that is on the base CMDB table and has translations for itself and at least one child table. If they are not on the child table, you might need to view a record in that child table in another language.

  4. Edit the Label field on the CMDB table for the English language.
  5. Refresh the list.

Note that all of the child tables are updated, but the other language records also get updated and changed to English, making it look like duplicate records are created.




Exports and reports on database views with 'left joins' fail to retrieve data Left-join coercion is an optimization applied to queries run against the back-end database that is used to convert certain left joins to less expensive inner joins. When the LEFTJOINCOERCION optimized query is active on the instance, it is possible that scheduled exports are no longer generating data. Note that no errors are generated.

Refer to the listed Known Error KB article for details.




Term optimization applies to incorrect fields If a sys_term_config is defined against a particular storage table with a certain search term, any CONTAINS or ENDSWITH query against that storage table against that specific search term will optimize erroneously. The optimization is only supposed to work when the query is against the specific field.
  1. Navigate to / and set the model number to a couple arbitrary rows to contain ABC.
  2. Create an entry in the sys_term_config:
    • table name: cmdb_ci
    • element name: model_number
    • term: ABC
  3. Click Synchronize, and wait for it to finish.
  4. Click Optimize/Activate.
  5. Turn on SQL Debug.
  6. Navigate to /
  7. Confirm that query returns the rows where the model_number was modified to contain ABC.
  8. Confirm that query does a join to a sys_termXX table. This is normal.
  9. Navigate to /

Observe the incorrect optimizing even though it is the wrong field.



Slow response time can be caused when the sys_user_presence update is blocked Row lock contention can be caused if a record is updated frequently by multiple threads.



The items that are denied approval appear in the source request page, when they should be excluded Out-of-box procurement workflows allow items that are denied approval to be included in the Source Request task, along with items that are approved.
  1. Summary Request: Shows one request item is approved, and the other is not.
  2. Closed Complete: Shows the rejected item has completed its workflow.
  3. Source Request: Shows that the rejected item is still included in the Source Request task.

Project Management


In .mpp files, if there is a negative lag time mentioned in the predecessor column, it is not getting calculated properly in the lag time after importing

Microsoft Project allows for days, minutes, percents, and elapsed days to be entered as a valid value for the lag time field. However, when a successor task is imported with a lag time defined, the lag time value will be converted into days.

This results in anything else than days incorrectly being converted into days during the import process. Negative lag time entered in percents is not imported either. For example, a successor task defined to start 10 minutes after its predecessor is imported as starting 10 days after its predecessor finishes.

Project Management


While importing projects, sub-projects are deleted from the system In Kingston, while importing projects, existing sub-projects on the projects are deleted from the system.

Project Management


Clicking the 'Create Project' link on a demand in the draft state displays an error Users cannot promote approved demands to projects. On clicking the 'Create Project' link users get the error 'Financial Planning Upgrade Job Running. Cannot create Project'.

Record Watcher


Excessive logout events are generated on pages Excessive logout events are generated from pages that contain real time widgets or records that utilize the record watcher. This issue specifically affects record watcher query conditions that include dynamic query conditions (query conditions which contain "JavaScript:" or "DYNAMIC").



Using a different date format other than the system date format is resulting in issues while generating reports for the Resource Allocation table



The interactive filter view causes the memory spike When trying to load/open the record for a custom interactive filter, there is a huge memory spike and the application node can potentially run out of memory.



Breakdown selection duplicates across all dashboards sharing the same breakdown source
  1. Open a dashboard with the Performance Analytics breakdown filter (e.g. the Portfolio dashboard).
  2. Select a breakdown element (e.g. GTO).
  3. Open a dashboard without a breakdown filter (e.g. Project heatmap).

    Note the wrong numbers.

  4. Refresh the entire page.

Note the right numbers.




Exporting PDF from a report gives an error Exporting PDF from a report where 'Aggregation by' is 'Sum' or 'Average' produces no report and gives an error '(HTTP Code:500) Conversion Failed: Did not receive a success in the HTTP response'. The issue occurs on both the new UI and classic UI.

Refer to the listed Known Error KB article for details.

Resource Management


An error occurs when the user submits the time off request Error 'User XXXXXXX could not be allocated for the period XXXXX as the user is not available for one or more days in the period' occurs when users submit the time off request and the capacity is regenerated.
  1. Create a resource plan/resource allocation for user Fred Luddy for 8th of November.
  2. Create a time off request for 9th/10th of November.
  3. Generate the capacity through the user record.
  4. Create a resource plan.
  5. Click Allocate at the top of the resource plan.

An error occurs when attempting to allocate resources: 'User Fred Luddy could not be allocated for the period 01-01-2017 - 11-30-2017 as the user is not available for one or more days in the period'.

Service Analytics


Multi-threading causes the anomaly detection to get executed out of order for a series Multiple threads can dequeue at the same time and detect anomaly in parallel. Anomaly detection must process data in order.

Service Catalog: Service Portal Widgets



Catalog item fields are not getting translated Catalog item fields are not translated in the Service Portal widget, caused by the wrong language in the system localization.

Refer to the listed Known Error KB article for details.

Service Catalog: Service Portal Widgets


The Service Catalog Categories widget does not display category counts that are synchronized with the user criteria The Service Catalog Categories widget (Service Catalog v2) does not display category counts correctly with user criteria enabled.

Service Catalog


UI policy that sets display to false for a catalog label variable throws an error if it has a parent container when sysparm_media=print

Service Catalog



Unable to apply filters on the requested item table Users are not able to apply filters on the requested item table for the stage field, as there is no value in the filter.

Refer to the listed Known Error KB article for details.

Service Catalog


Unable to update the RITM/Task tickets even after providing the value in mandatory radio button variables Read-only multiple choice type variables on requested item forms cannot be updated.

Service Catalog


The filter condition for list collectors in rule guides shows only 'is', 'is not', and 'is anything'
  1. Navigate to Service Catalog > Catalog Definitions > Order Guide.
  2. Create an order guide with the list collector as one of the variables.
  3. Navigate to the rule base in the related list and try creating a new one.
  4. In the filter conditions, click Add Filter Condition.
  5. Select the variable created in step 2.
  6. Check the operators available for this variable.

Expected behavior: It should show all the filter conditions.

Actual behavior: It shows only "Is", "is not", and "is anything".

Service Level Agreement (SLA)



Dot-walking to the SLA Definition from the script in a business rule on the Task SLA table may not return the correct data when a retroactive Task SLA is created If both the 'Retroactive start' and 'Retroactive pause' options are selected on an SLA Definition, a retroactive pause calculation is performed when a Task SLA is created for that definition.

Refer to the listed Known Error KB article for details.

Service Mapping


Layer 2 connections are not always created because the 'absent' field in the discovery_net_base table is not considered In the discovery_switch_fwd_table, add two records with two different Mac addresses associated to the same port and switch. One record has absent = true and the other has absent = false. In this case, users cannot create a physical connection although such connections should be created.

Service Mapping


Two records per business service are added to sys_audit on every sync of svc_ci_assoc On every sync of svc_ci_assoc, an svc_ci_assoc removal record and an svc_ci_assoc insertion record are created in sys_audit, per business service.

Service Mapping


Service Mapping discovery of large load balancers failed in the user environment SNMP-based discovery that brings large tables fails on timeout when using SNMPv3 credentials after the upgrade.

Service Mapping


The scheduled job 'Generate entry point candidates from netflow and netstat data' issues wrong queries Intermittent memory spikes caused due to 'Generate entry point candidates from netflow and netstat data'.

Service Mapping


PostGres 8.1 and earlier are not discovered PostgreSQL 8.1.5 running on Redhat 3.4.6-3 host could not be discovered as a PostgreSQL instance CI. However, PostgreSQL 9.4.4 running on other Linux servers can be discovered as PostgreSQL instance CI.

Service Mapping


Azure LB service TD does not discover the correct pool as it does not filter based on the TCP port The URL value '$azurepoolquery' does not loop on the retrieved entries.

Service Mapping


Cloud discovery is not working on Azure resources Discovery failed with an error 'Sensor error when processing Horizontal Pattern: java.lang.IllegalArgumentException: Cannot deserialize objectundefined' in Discovery logs coming from Azure patterns (Azure website & Azure database).

Service Portal


The reference variable dropdown containing a long string is overlapping with the other column



UI macro 'ui_slushbucket' is broken
  1. Create a new macro where ui_slushbucket has been used.
  2. Create a variable type macro in an order guide.
  3. Open the order guide page.

Expected behavior: A slush bucket should appear.

Actual behavior: An error appears.

Software Asset Management


Duplicate files result in issues The SAM, SAMP, and Procurement plugins have files with the same name, but they have different form sections. The last plugin which gets activated will replace the earlier plugin's file. This can lead to issues. For example, if the procurement is installed last, the new columns added in the new SAM plugin will not be visible anymore.

Software Asset Management


User license endpoint does not return the expected response For some user licenses, the Microsoft server does not return the licenses as expected and thus the schedule job failed.

Software Asset Management


When users view some of the CIs in the CMDB, the following error is displayed twice 'Syntax Error or Access Rule Violation detected by database'
  1. Create a form section and add 'CMDB Baseline Diff' to the form section.
  2. Navigate to Configuration > Baselines.
  3. Create a new 'CMDB Baseline'.
  4. Once the baseline creation that has been scheduled is completed, observe a list of CMDB baseline entries.
  5. Open a cmdb_ci_computer record with a name in the list.

An error occurs: 'Syntax Error or Access Rule Violation detected by database (Unknown column 'sys_created_by' in 'field list')'.

Software Asset Management


License metrics missing after an upgrade or the SAMS reactivation

System Applications


Application installation error 'Not in GZIP format: Not in GZIP format' When users install the application into an instance, the application gets installed successfully. However, they can see errors in the log 'Not in GZIP format: Not in GZIP format'.

UI Components


Custom sys_app_module gets deactivated after the upgrade on the OEM version

Update Sets


Update set commit should order by sys_recorded_at if available In Jakarta, the sys_recorded_at field was introduced, but the update set commit process was not updated to sort by it.

Update Sets


UpdateMutex held for longer than 24 hours is not released, preventing the execution of subsequent operations Users are unable to retrieve, preview, or commit update sets. An error occurs 'update set preview and commit are unavailable because another operation is running'.

Usage Analytics


UADBListener leaks a database connection when running against sys_user_session changes Session issues are detected and users on the affected nodes have an issue maintaining their sessions.




Join activities are resulting in an error Join activities in workflows are not working as expected. An error 'java.lang.NullPointerException' occurs when the join activity is reached.
  1. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
  2. Create a catalog item.
  3. Next to the Workflow field, click the lookup icon.
  4. Next to Workflow at the top, click New to create a workflow with a Join activity.
  5. Click Try it and then Order Now to order the item.
  6. Navigate to the requested item you just created.
  7. In the Catalog Tasks related list, change the state of tasks to 'Complete'.
  8. Refresh the related list and click Show Workflow.

Note an error occurs when the workflow reaches the Join activity.

Other Kingston Patch 5 information

File type data sources
If the XML file used for an XML data source does not contain a field in the first 10 nodes, the field is ignored. To import the field and ensure it is not ignored, you can add the glide.db.impex.XMLLoader.max.scan_nodes system property with a value greater than or equal to the position of the node where the field is first encountered. This property applies to all XML data sources. glide.db.impex.XMLLoader.max.scan_nodes defaults to 10, but you can enter a value from 1 to 2147483647 to specify how many nodes should be scanned to determine the values to be used for the import. You can specify -1 to scan all nodes in the XML files.
Important: If you specify -1 or increase the value of glide.db.impex.XMLLoader.max.scan_nodes beyond the default of 10, all XML import processing may incur a significant increase in overall load time.
Layer 2 Discovery

If you are missing Layer 2 data after you run discovery on multiple VLANs, you should enable the triggering of the Switch - MAC Table probe and run discovery again. To do this, add this property to the System Property [sys_properties] table: glide.discovery.sensors.forwardingtable.ssh. Set the value of the property to true.

Test a solution prediction
Once your Machine Learning ML solutions are trained, you can call on the Agent Intelligence API to make a solution prediction. In this example procedure, we use the REST API Explorer to test a solution prediction for incident categorization.

Fixes included with Kingston Patch 5

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.