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London Patch 4

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London Patch 4

The London Patch 4 release contains problem fixes.

London Patch 4 was released on December 11, 2018.
Build date: 12-04-2018_1527
Build tag: glide-london-06-27-2018__patch4-11-21-2018

For more information about how to upgrade an instance, see Upgrade to London.

For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable, sortable version of London fixed problems, see KB0692695.

Note: This version is approved for FedRAMP. The following products are not approved for FedRAMP in London: Benchmarks, Security Threat Intelligence, Sightings Search, and Trusted Security Circles.

Security-related fixes

London Patch 4 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 London Patch 4, refer to KB0717900.

Notable fixes

The following problems and their fixes are ordered by potential impact to customers, starting with the most significant fixes.


Short description Description Steps to reproduce

Security Access Control Lists



Checklist templates restricted to specific groups are not available to non-admin group members According to the Create a checklist, the checklist template should be available to only members of the selected group and the user who created the checklist. However, checklists are no longer available for group members.

Refer to the listed Known Error KB article for details.

MID Server



MID Server installation ZIP files can be corrupted when downloading via the instance

In a new London instance, or an upgraded instance that has had =true set, MID Server Install and Upgrade ZIP files are downloaded via the instance.

The instance will download the file from the install server, and save it as an attachment of the ecc_agent_package table. The attachment is then downloaded from the instance by the user's browser or the MID Server's AutoUpgrade code. Sometimes, that attachment can be corrupted.

Refer to the listed Known Error KB article for details.

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.



'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.




On touchscreen laptops, double scrollbar appear on the form In Windows 10 touchscreen laptops on Chrome, a double vertical scrollbar appears on forms.
  1. On a Windows 10 touchscreen laptop, use the Chrome browser to navigate to any list, for example, navigate to Incident > All .
  2. Open any record.

Note that the screen shows double vertical scrollbars.




Workflow Canvas performance is seriously degraded and slow when a large number of transitions are on the canvas

A large number of transitions in a workflow may cause performance issues when editing in the workflow editor.

  1. Open the workflow editor and create a new workflow.

    For more information, see the product documentation topic Workflow editor.

  2. Add workflow activities and create about 30 activities attached via various transitions.
  3. Check in and check out.

Note the slow load times and the slowness of drawing transition lines.

All other fixes

Problem Short description Description Steps to reproduce

Agile Development


Reference qualifier for Epics in the Story form does not work when upgrading from Jakarta to London The reference field does not return any records.

Application Installation Engine


PluginManger.isActive() is not backwards compatible for plugins converted to OOB apps

When an application is installed as part of a plugin, the dependencies and conditional content folders are based on the plugin-id. When an application is installed from the store, the dependencies and conditional content folders are based on the apps' scope_name.

The PluginManager does not register both the plugin-id and the scope name when an app is installed as part of a plugin. This means that OOB apps have no way to be multi-release compatible unless all the apps and dependencies are converted to OOB apps in a single release. This also means that any third party apps that dependent on the plugin-id will not recognize when the plugin is converted to an application.



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


The counter on 'Capture asset tags' can disappear
  1. Navigate to Procurement > Orders > Purchase Orders.
  2. Select a purchase order with a status of Ordered or Pending Delivery.
  3. On the order form, click Receive.

    The Receive Purchase Order screen is displayed with the list of the products that were ordered.

  4. To enter asset details, click Capture Asset tags.
  5. In the Capture Asset Tag dialog box, click Insert a new row.
  6. Enter the asset tag, serial number, rights, and license key.
  7. Click Insert a new row again.

A message appears: 'Asset tag or serial number is not specified. The system generates empty tags that can be updated later.' There is no counter.

Cloud Management Application


A VMware VM provision creates an empty resource in the stack, even though the VM provision failed in CAPI
  1. Log in to the application.
  2. Navigate to User Portal module.
  3. Launch the catalog using an OS profile.

At the Cloud API level, the provision fails since there are no VMware tools in VM, but the provision creates an empty virtual server resource in the stack. Resources with invalid state should not be added to the stack details.

Cloud Management Application


Cloud scripts issues Two issues are found using cloud scripts:
  • Parameters are not resolved for the post provisioning step. For example, ${parameter.StackName} shows up as blank.
  • Parameters are not synched in the OS profile association for the cloud script.

Cloud Management Application


Excessive memory usage and events backup as workers are busy When Cloud Discovery is done, "Reconcile CI", an async business rule, is triggered to mark CIs stale. This uses a full table scan rather than querying only relevant data.

Cloud Management Application


Not able to append tags to the resource group and NIC resources in Azure Portal

Cloud Management Application


Azure Billing: Even though billing probes are not processed (no import set rows in import set) for Cloud Management, the billing job is marked as successfully finished When the Azure billing job is run, an error message appears in the node logs.

Cloud Management Application


Data from forms should be read before making the prefill form
  1. Create a simple blueprint for AWS.
  2. In a catalog item, add a client script to set the value for the stack name to Test001.
  3. Add a form load rule that hides the Application and Business Service when the stack name is Test001.
  4. Navigate to the user portal and click the catalog item.

When the catalog item is launched, the value for the stack name is 'Test001', but the Application and Business Service are still visible.

Condition Builder


The filter builder expands with an error message In Customer Service application, when expanding the filter builder in List v3 for open cases, the error "Function getSysTimeZone is not allowed in scope sn_customerservice" appears.

Configuration Management Database (CMDB)


When users have a reconciliation definition with some fields not selected for "Update with null", the expected behavior is this data source should not update those fields with null/empty 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. Go 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. Click Class Info > Columns.

Note that only sys_id is shown.

Configuration Management Database (CMDB)


NullPointerException is thrown if trying to mark CI as stale in Health Dashboard which has already been marked stale by Cloud Discovery If there are health results created by Cloud Discovery for stale CIs, certain valid health results for stale CIs may not be added, which makes the scores shown in the CMDB Health Dashboard inaccurate.

Configuration Management Database (CMDB)


Affected CI Notifications - Recipients receive multiple emails for the same notification and the jobs can take a long time generating the emails
  1. Create an INT on a bond trading CI.
  2. Impersonate different users, such as Fred Luddy and Ron Kettering.
  3. Subscribe to the bond trading CI.
  4. Log in as a third user, like David Loo, and update the INT.
  5. Wait for a few minutes and check the sys_email table.

There are 2 emails about the affected CI notification for each recipient instead of 1.

Configuration Management Database (CMDB)


Unable to save changes when deleting relationships with no relationship type in the relationship editor When there are CI relationships created without a relationship type, going to the relationship editor and deleting those, the "Save" button remains disabled and users cannot proceed.

Continual Improvement Management (CIM)


CIM notifications are calling the mail script from message_text instead of message_html Email notifications that produce HTML should use the message_html field instead of the message_text field.

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.



Issue with the currency field in the database view When a localized user enters a currency amount on a form using a currency which is not the session currency and reference currency, that amount is displayed in the reference currency on a database view list view instead of in the currency as it was entered.

Customer Service Management


The Updated and Updated By fields on the sn_customerservice_case table display incorrect dates after completing the data migration task

Customer Service Management


Research performance issues with dynamic recipient lists for publications There are some performance issues for the scheduled job that refreshes publications with recipients. Improving the scheduled job's performance will allow users to run this scheduled job more frequently.

Dashboards and Home Pages


Dashboard order is not evaluated in London The order field does not take affect in London when displaying the PA dashboards in the dashboard picker. However, the dashboard sequence can be controlled by order value in the previous releases.
  1. Go to the PA dashboard.

    Notice 'Incident daily - 7d - 28d' is the first dashboard displayed in the 'Incident' group.

  2. Go to the dashboard record 'Incident daily - 7d - 28d', and modify the 'Order' field to 300, which is the largest value among all the dashboards in 'Incident' group.
  3. Go back to the PA dashboard.

Notice the dashboard sequence in the dropdown list does not change, and 'Incident daily - 7d - 28d' is still the first one in the 'Incident' group. Refer to the documentation for more info.

Dashboards and Home Pages


The user does not have the option to create a dashboard or see other dashboards if the last visited dashboard is not shared with the user anymore If a user doesn't have the access to a dashboard, the user can't access the full dashboards list through the custom UI.

Dashboards and Home Pages


Dashboards and homepages do not refresh reports automatically when the interactive filter value is changed When a report and interactive filter exist in a scoped application and glide.cms.enable.responsive_grid_layout is set to false, the interactive filter only refreshes the report in the edit mode. However, the interactive filter does not work when viewing the dashboard.



The identification section doesn't show up in the discovery log When opening the discovery log, users only see the pre and post processing lines, and not the identification part. It runs and ends successfully, but doesn't show up.



Duplicate Discovery jobs running after the London upgrade Duplicate Discovery schedules are triggered and schedulers are overloaded.



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.



On Windows, patterns do not create choice list entries for Engine Edition In previous releases when using probes, Engine Edition choice list values were created by SQL Server Sensor. After moving to pattern-based discovery, Engine Edition choice list values are not created.

Using a Discovery SQL Server on Windows, check sys_choice for cmdb_ci_db_mssql_instance. engine_edition. Verify that the discovered values are not getting created.



Shazzam fails HTTPS scan when the target server allows only TLS 1.2 If the target server is configured to accept only TLS 1.2, Shazzam fails with an I/O error when scanning an HTTPS port on that server.
  1. Configure a Windows server to accept only TLS 1.2.
  2. Configure the server for WinRM3.
  3. Enable and configure firewall on the server to only allow incoming requests to WinRM HTTPS.
  4. Configure MID Configuration parameters to discover the server via WinRM/HTTPS.
  5. Add credential for the server.
  6. Run Discovery for the server.

Shazzam fails with an I/O error: 'Problem while reading HTTP response: : IOException - An established connection was aborted by the software in your host machine.'



Discovery external credentials: performance and credential affinity issues When Discovery queries an external credentials provider API (ex: CyberArk) to fetch credentials, there are three performance problems resulting in many unnecessary hits to the vault:
  1. The MID Server queries the API for all credentials of same type in the credential list, rather than using the credential affinity to first fetch and try just the one credential.
  2. The MID Server queries the API for all credentials of the same type in the credential list, rather than stopping when it finds a credential which succeeds against the discovery target.
  3. CyberArk only: If there are N Discovery credentials where Credential ID key was not found via the API, MID Server will query the API N times using the same IP address rather than just once, and can assign affinity to credential where Credential ID does not exist in the vault.

Refer to CyberArk integration configuration for more information.



SNMP walk commands are not built correctly when generating them for querying a table using a filter that matches more than 1 row When configuring an SNMP query using probes, there is an option to use a filter to reduce the input's size. First, all records that match the filter are fetched. For each index\row found, all requested fields are fetched by building an SNMP walk commands. However, when the filter applies to more than 1 row, instead of appending the current index to the current field, indexes are accumulated.



Need to update the device history synchronously due to the parallel payload processing
  1. Run multipage discovery in the parallel mode.
  2. Wait for result in the device history.



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.



Load balancer does not get discovered because of IRE errors



Serverless execution patterns are not executed with different URL parameters provided The discovery schedule for serverless does not work when there are two serverless execution patterns with different parameters. It picks up only one of the parameters.



Content is escaped inside character created with Japanese half-width katakana if the mail is in the text format

Event Management


In London, when the Remediation Workflow is launched via 'Quick Response', a remediation task is created without any references to configuration items In London, if an alert has a CI bound, when 'Remediation Workflow' runs automatically, the remediation task is created with the same configuration items as the parent alert. However, if the Remediation Workflow is launched through 'Quick Response', a remediation task is created without any CIs.

Event Management


Errors occur when running RCA leaner jobs calculation on MID Server RCAlistener errors are displayed in the MID Server logs. This issue seems to happen when there is a proxy between the MID Server and the instance.

Facilities Service Management


Facilities Workbench - The Zoom (+/-) buttons block lower floors on the map on mobile apps Zoom block floors on mobile apps.

Flow Designer


From within an action, users are unable to add a third condition to the 'Wait for Condition' step When a user tries to add a third condition to the 'Wait for Condition' step, the third condition is removed after the action is saved.

Forms and Fields


The search bar when selecting users/groups to add to tags does not work Group search does not work when adding tags.

Forms and Fields



Reference field in CMS after Kingston upgrade does not display the popup preview when hovering over the 'i' info icon In the CMS/ESS portal, when clicking on any reference icon in the form, the pop-up displays for a brief moment and disappears immediately.
  1. As admin, navigate to /ess/
  2. Open INC0000005.
  3. To view the referenced user record, click the reference icon for Caller or any other reference field.

The popup for the reference icon displays very briefly, then it disappears.

Forms and Fields


The read-only values in a dropdown are visible if the user presses the up or down keys while the input has focus

Graph API



CuckooMap.values() function can return a null entry, causing the GraphQL schema build to fail
  1. Open Agent Workspace.
  2. Take notice that it loads as a single blank white page with no console error.

This blank page does not appear out of the box. In this specific case, the database may be corrupted for this issue to occur.

Guided Tours


The callout step does not work for related links after the upgrade from Kingston to London

Human Resources Service Management



HR: Integration imports cause slow events When using the HR Integrations application, there are long running 'events process' jobs which make events seem stuck.

Refer to the listed Known Error KB article for details.

Human Resources Service Management


Typo in sn_hr_integrations. HRIntegrationsOutboundHelper script include

Human Resources Service Management


Additional comments in HR cases are saved in IE but not Chrome
  1. Impersonate the system administrator.
  2. Create new HR cases or open any case.
  3. Change the state to WIP.
  4. Fill in the additional comments.
  5. Click Suspend.
  6. Fill the reason and worknotes and suspend.

Additional comments should be saved, but they are not.

Human Resources Service Management


'End date cannot be before start date' error message on sn_hr_core_link table if the date format is not the default yyyy-MM-dd
  1. Activate the HR Core: Service Portal plugin.
  2. Set the system property glide.sys.date_format to 'dd/MM/yyyy' and log out/in.
  3. Navigate to
  4. Populate start_date with '24/09/2018'.
  5. Populate end_date with '01/10/2018'.

    Error message 'End date can not be before start date' is displayed.

  6. Repeat the same steps with event_start/event_end fields and see the same behavior.

Human Resources Service Management


Clicking the "Show cases created" UI Action redirects users 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.

Human Resources Service Management


HR PA roles (sn_hr_pa.admin and sn_hr_le_pa.admin) need to be handled correctly Human Resources: Performance Analytics scoped application is not available after the London upgrade.

Human Resources Service Management


HR announcements might not display on the HR Portal if their start date is compared to the current date in GMT For example, if the instance is in the Australia/Sydney timezone and an HR announcement (sn_hr_core_link) has its start_date set to '2018-10-26', and you check the HR Portal on '2018-10-26' at 9:00 AM AEDT (Sydney time), the announcement is not displayed. The announcement will only show up after 10:00 AM AEDT (2018-10-26 00:00 GMT).
  1. Set the instance's timezone to Australia/Sydney.
  2. Create an sn_hr_core_link record.
  3. Set the start date to your current date based on the above timezone.
  4. Navigate to the HR Portal between 00:00 and 11:00 AM Sydney time. The announcement will not be displayed.
  5. Navigate to the HR Portal after 11:00 AM Sydney time.

The announcement is displayed.

Human Resources Service Management


Disabled HR record producer is re-enabled after daily license download job Disable/Enable record producers are moved to the UA Entitlement layer and the code needs to be cleaned up in the script include which disables/enables record producers.
  1. Navigate to Script include.
  2. Go to the script include hr_license.
  3. Go to the method resetCOEConfig.
  4. Check for the disable record producers code

Import / Export


Importing data using the load data functionality returns a blank page on submit Try to load data from the Load Data module and select a data source as the source of input. After clicking the submit button, a blank page is displayed and the submit button doesn't work as expected.

Incident Management


Contact definitions are created with empty user/group values Contact definitions with default overrides not matching condition tries to create contact entries with empty user/group values.
  1. Navigate to contact definitions.
  2. Create a contact definition with source as the default override and create a default override.
  3. Create an incident alert not matching the default override.

It shows errors from the validation script.

Incident Management


The chat button is visible to users who cannot access Connect

In the Major Incident Workbench > Communications tab > Work notes & Activity, there's a button to "Open mini chat for..." in front of each entry. This is the same functionality as the "Follow" button within an incident, which opens up the chat window so users can't add comments/worknotes in the record.

However, if users don't have access to Connect, the button is still visible. As the Follow button is not visible for these users, the mini chat button should also be invisible.



API key length issues Column length of api_key column of api_key_credentials table should be changed to 4000.



Running flow with integration payload results in too many sys_json_chunk rows, slowing down reporting and flow persistence

Knowledge Management



The knowledge advanced search defaulting to the incorrect knowledge base After the London upgrade, the knowledge search feature on incidents defaults to a particular knowledge base, which used to default to "all".

Refer to the listed Known Error KB article for details.




loadRow failure java.lang.NullPointerException when a "table name" field type is added to a form
  1. Log in to a London instance as an administrator.
  2. Create a field of type 'table name' for Incident.
  3. Load the Incident form with that field either visible or hidden, but added to the form.

Observe the null pointer exception traced in the localhost log or syslog.

MID Server


MID Server auto-upgrade repeatedly fails if an incomplete ZIP file was downloaded, as the bad ZIP is not checked before continuing the upgrade, or redownloaded

MID Server auto-upgrade will repeatedly fail if an incomplete ZIP file was downloaded. This can happen when a proxy server is between the MID Server and install server, or there is a timeout, and the download ends without any error.

The incomplete ZIP is not checked before continuing, causing ZLIB errors during the extraction of the ZIP file 'AutoUpgrade.3600 SEVERE *** ERROR *** Unexpected end of ZLIB input stream Unexpected end of ZLIB input stream.'

Those extraction errors do not stop the upgrade continuing, and the temporary upgrade service will be launched without all the files present in the temporary folders. The MID Server gets shut down and probably will not come back up, or come back up in a corrupt state. Unless the bad ZIP file is manually deleted, it is skipped on the next upgrade attempt and is not re-downloaded, leading to the same issue again.

MID Server



Patterns used by AWS discovery (e.g. Amazon Route53 HD) do not support cyberArk external credential 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.
  1. Configure the instance to work with Cyber Ark.
  2. Run discovery on AWS account.

setAttribute (rest_resp, Invalid parameter for cloud request: Credentials do not contain access key ID. Check your cloud credentials)



Twilio/Notify time delays of 5 seconds when using the activity 'Say' Issues occur when users use the Notify plugin to start conference calls and put the "Say" activity on the first position in their workflow. When the user answers the call, it takes 4 - 6 seconds until the text from the "Say" activity is read out.
  1. Connect a twilio account to your instance.
  2. Place a 'Say' activity on the first position of the workflow.
  3. Start a conference call.
  4. Pick up the call and wait until the text from the 'Say' activity is read out.

On-call Scheduling


Overlapping time-off creation should be allowed across groups When scheduling time off for a user on one rota, users cannot schedule the same time off for the same user on another rota. An error message is shown: "Timeoff request for the user overlaps existing request."
  1. Install the On-call Scheduling plugin.
  2. Create a schedule with a user (Beth Anglin) for a specific group.
  3. Create another schedule for a different group that the first user is a part of. If they are not part of that group, add them.
  4. On one of the rotas, schedule time off.
  5. On the other rota, schedule the same time off for the same user.

The original time off should show on all schedules the user is associated with, but an error message is displayed: "Timeoff request for the user overlaps existing request."

On-call Scheduling


ITIL or Communication Plan Manager or Communication Plan Admin role is able to access Twilio Account Configuration details

Operational Intelligence


Should create metric config rules by the source metric type rather than the metric type Fix script incorrectly creates metric config rules based on the metric type rather than on the source metric type, which breaks the static bounds functionality.




DataPower Server pattern throws an error While discovering IBM DataPower devices, an error in the 'DataPower Server' pattern gets thrown at the final identification engine status.

Refer to the listed Known Error KB article for details.



Cisco interfaces and Cisco VIPs are not discovered properly due to version issues ACE load balances are missing the capability to properly discover Cisco interfaces and Cisco VIPs.



Netapp query doesn't run in the debug mode The operation 'run netapp query' doesn't return results. Instead, an incorrect message about a credential issue appears.



Child Service Account Discovery from an AWS Master Account is limited to the first 20 accounts Performing the 'Refresh Members' UI action from an AWS Master Service Account does not work as expected when there are more than 20 accounts associated with the AWS Master.



Need to enable the correct discovery and identification of Windows 2016 on Hyper-V The 'Hyper-V Virtual Networks' pattern should be modified to support getting networks from Hyper-V servers running on 2016 (both standalone and running on Windows Server 2016).
  1. Make sure the appropriate Windows Classification record is set up to run Patterns (e.g. Windows 2016, Hyper-V).
  2. Run a Discovery scan against a Windows Server running Hyper-V.
  3. Once complete, check the 'cmdb_ci_hyper_v_network' table and see that there are no networks here being created.



The pattern 'Network Switch' fails due to neighbor interface being down or neighbor not being discovered The pattern library 'SNMP - CDP and LLDP' may get identification errors because of duplicated neighbor_id for discovery_device_neighbors record.



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.



Multiple CIs can appear with the same chassis serial number Cisco Nexus switches implementing Virtual Device Context (VDC) virtual switches that are discovered with the Network Switch pattern are returning the same chassis serial number for all VDCs, resulting in multiple CIs with the same chassis serial number.



Issue with pattern 'Oracle DB on Windows' The pattern's query steps need to get updated to reflect the correct variable.



The MS SQL Enrich Attribute Library is inactive by default in London instances, causing the MSSQL DB on Windows patterns to fail

Run discovery on a Windows server that has a SQL server instance running on it.

The discovery fails with an error under Identification for MS SQL Server: 'Failed to find library by name: 9c3db3fb51234dbabc963f7c35ddc3ab.'




As downstream connections, pattern "F5 BigIP LTM" fails
  1. Run discovery on Business Service.
  2. Pattern 'F5 BigIP GTM' works, creating an outgoing connection.

    Pattern 'F5 BigIP LTM' fails.

  3. Run debug on pattern 'F5 BigIP LTM' from the discovery log.

    It works.

In the discovery log of pattern 'F5 BigIP GTM', the port for the outgoing connection is 0.

Performance Analytics


Performance Analytics: The breakdown relation does not work as expected If both the first and second breakdowns are in the same breakdown relation, the detailed scorecard shows incorrect elements and corresponding scores on the second level breakdown to breakdown relation.

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, _recents needs to be added and set to True.

Project Management


Project tasks with finish start dependencies does not recalculate 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 Management


Percent complete rollup doesn't work
  1. Install the PPS with Financials plugin.
  2. Create a project with a few tasks.
  3. Update the project task % complete in the list view and see that the percent complete is calculated on the project.
  4. Install Continual Improvement Management (CIM).
  5. Update the project task % complete in the list view.

Expected behavior: The parent project % complete needs to be calculated.

Actual behavior: The percent complete on the project is not calculated.

Project Management


The state of the stories are changed unexpectedly and causes the data corruption When users don't have Project Portfolio Suite or Project Portfolio Suite with Financials plugin activated, and 'Set Project Stories to Complete' business rule is activated, data corruption is caused.

Project Management


Copy project breaks the dates of the project Planned end dates are not recalculated properly in the copied project.

Project Portfolio Management


On the Project form, the Resource Plan related list record counter display the incorrect count Resource Plan related list record count displays incorrectly on the Project form when the List v3 plugin is activated.

Project Portfolio Management


Non-admin users unable to create reports in the Project Status Portal Except admin users, users are not able to see the create new button in the Project Status Portal even though they have valid roles to create it.

Project Portfolio Management


Setting an invalid 'end date' on a resource plan takes nodes OOM




Real-time updates should not be allowed for single score report widgets when the report source is a database view Real time reports do not update when they are based on database views. Real time updates for database views are currently not supported.
  1. Create a report of type 'Single Score' with the database view as a report source (e.g. incident_sla) and 'Count' as an aggregation.
  2. Add this report as a widget on a responsive dashboard and enable real-time updating.




Trend reports show duplicate second-level group by values (on the chart and the legend) Trend and Column reports show duplicate results when grouping by related records that have identical names.
  1. Create a Trend or Column report with the table asmt_metric_result.
  2. Configure the report with the following values:
    • Grouped by: Metric Definition
    • Trend by: Created
    • Per: Month
    • Aggregation: Count

Note the duplicated values in the columns and in the legend as well. If you click duplicate elements, they point to the same list.



In interactive filters, date filter list values are not translated in other languages The date filter is not translated for non-English users.




Using a date filter while using group by on the 'title' in column type reports does not display data in bar graphs The issue occurs when the values in the same group have the same text, but the casing is different. Thus one may be partially lower case and the other one upper case. This will cause them to seem like different groupings, which causes this conflict.

Refer to the listed Known Error KB article for details.

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'.

Resource Management


London Resource Workbench update error when the date format is not YYYY-MM-DD in the user profile

Resource Management


Resource Calendar date/time format cannot be set to 12 hours Resource Calendar events do not show in the correct time window after the date/time format is set to 12 Hours.

Resource Management


Significant performance issues occur when confirming resource plans for large groups (> 30 people) When confirming a Resource Plan for a large group (more than 30 people) over the period of a year, the confirmation process takes over 5 minutes, locking the browser during the process.

Resource Management


The 'Update Resource Aggregates' UI action does not work properly On some upgraded instances, aggregates don't have tasks populated, which causes a mismatch in reports and blank rows in the resource finder. In addition, updating aggregates with the 'Update Resource Aggregates' UI action on the form does not work (i.e. creating aggregates without populating task).

Service Catalog


System property _for_details is not applied on the Service Catalog homepage When the popup_for_details system property 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 simple reference qualifier does not work on Catalog reference variables in non-English languages A simple reference qualifier condition (e.g. on sc_cat_item table active is true) defined on a catalog item reference variable does not work in non-English languages. The results do not filter as per the reference qualifier expected condition.

Refer to the listed Known Error KB article for details.

Service Catalog


Multi-row variable sets do not work with dates (timezone problem) Adding a date from a date variable set converts the date. When clicking "Add" on the Date picker, it does a conversion from system timezone to the user timezone, which is wrong as users select date in their timezone and the date selected.

Service Mapping


install_status is no longer updated on LB patterns The F5 LB SSH Pattern no longer updates the install_status for LB services. Some users use install_status for lifecycle processes.

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 Mapping


Process detection failing on Solaris Solaris process detection can fail when the version of the local zone is below 11.2 and the version of the global zone is 11.2 or higher.

Service Portal


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

Service Portal



The "No matches found" message is shown in auto complete for the reference variable "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 the 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 the name that 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 a record producer in Service Portal.
  10. Type 'a'.

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

  11. Type 'Adobe'.

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

Service Portal



When a user submits a form with errors in mandatory fields, the form loads indefinitely
  1. Log in as an admin user.
  2. Create a new field with XML field type. Check the Mandatory field in the Dictionary entry.
  3. In Service Portal, create a new record in the table with the new XML field.
  4. Enter the following invalid XML script in the new XML field. Script: <name>ServiceNow</name>
  5. Click Save.

Notice the error below the XML field. Form loads indefinitely (can be observed on the network tab), not allowing users to perform any other actions on the form.

Service Portal


Adding new fields to one table in the dictionary does not display field validation errors in a new form for different tables
  1. Navigate to sys_dictionary.list.
  2. Create a mandatory XML field in the incident table and clear server cache (/
  3. Navigate to an existing incident form.
  4. Type the following in the XML field (misspell intentional):<name>Servicenow</nme>.
  5. Click Save.

    Notice that field validation takes place and error message is displayed under the XML field.

  6. Create a mandatory XML field in the problem table and clear server cache.
  7. Navigate to an existing problem form.
  8. Repeat step 5.

    Notice that the field validation takes place and an error message is displayed under the XML field.

  9. Navigate to a new incident record.
  10. Fill in the mandatory fields including the invalid XML code.
  11. Click Save.

Expected behavior: The error message should be displayed for the XML field.

Actual behavior: Notice that the field validation error message is not displayed under the XML field.

Service Portal


Search page id=search doesn't refresh results while searching for a different term Search results don't return the newly searched term and remain the same.

Service Portal



On Service Portal, date validations do not work properly when the date format is set to dd-MMM-yy in Japanese On instances switched to Japanese, date validation scripts do not work properly in Service Portal when the date format is set as dd-MMM-yy. The value returned from the g_form.getValue() method on a client side script fetches the Japanese translated value, causing the logic for the date validation to mishandle this output.

On any OOB Kingston instance:

  1. Change the date format to dd-MMM-yy under Bascis Configuration UI16.
  2. Open any catalog item.
  3. Create a variable (such as test_date) with type Date.
  4. Create an on change client script on that item to show up the value entered in the date field using g_form.getValue('<variable name>') with an alert to show the value that is being fetched.
  5. Open the catalog item under Service Portal in a new tab and change the language to Japanese.
  6. Refresh the Service Portal tab so that you can have the catalog item in Japanese.
  7. Put a date value in the date field.

Observe the value fetched through the client script g_form.getValue method. The Japanese translated value is returned, so for a date 09 Oct 2018 it fetches 09-10月-18. This causes erroneous date validations comparing a current date to a previous or future date.

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

Software Asset Management Professional


Reclaim All throws a cross script error in the Software Model Result form Clicking Reclaim All in Software Model Result throws a cross script error, preventing users from reclaiming their reclamation candidates.

Software Asset Management Professional


On-premise CDS export does not work because the "Last Updated On" field of all CDS tables in CDS Client Schedule table after import are empty Once the import is complete, the "Last Updated On" field in the "cds_client_schedule" table is still empty.

Software Asset Management Professional


Performance improvement for pulling Office 365 subscriptions

Software Asset Management Professional


One-click-revert feature which can revert the instance back to the OOB version

Some existing tables are reused in the Software Asset Management Professional plugin. Some users may have customizations on those preexisting tables, and when the SAMP plugin is activated, the SAMP changes are not applied to those tables.

The fix for this PRB introduces the Revert Customizations module, which allows you to catch all SAMP customizations, roll them back, and make the SAMP product out-of-box. The Revert Customizations module is only visible to system admin users only. When the module is selected, a summary of all SAMP skipped records is shown. To revert all of the files in the list view, click Revert.

Software Asset Management Professional



Import Office 365 user subscriptions take a long time to run and fail with an error This issue affects users with a large number of subscriptions. The scheduled job 'Import Office 365 user subscriptions' takes a long time to run, and then fails with an error.
  1. Set up a Microsoft Office 365 integration according to the instructions in Set up Microsoft Office 365 integration.
  2. Wait until the scheduled job 'Import Office 365 user subscriptions' starts, or manually start it.

The job takes a very long time to run, then fails.

Software Asset Management Professional


Adobe subscriptions are not counted and reconciled since software models are not created

Software Asset Management Professional


Office 365 and Adobe subscription pull job appears stuck and stays in progress

Time Card Management


In Time Sheet Portal, selecting a day using the calendar drop-down takes users back in years In Time Sheet Portal, the calendar drop-down will take users back in years when the system or user default date format is not 'YYYY-MM-DD' or dd.MM.yyyy or dd/MM/yyyy.
  1. Log in as an admin.
  2. Navigate to the Time Sheet Portal from the filter navigator.
  3. Click the calendar drop-down in the portal header.
  4. Select a date out of the current week.

Expected behavior: It directs users to the selected date week.

Actual behavior: It directs users to a year dating back to some year in 100's.

Update Sets


Update set previewing can encounter ConcurrentModificationException Update set previewing can encounter ConcurrentModificationException. This results in the update set preview not completing, and the update set is left in the "Previewing" state.

Upgrade Engine Issues



Translated text sys_translated_text is not present when installing an application When an application has application files with translated fields, the translations are included in the file. However, when installing the application on another instance, the translations are not installed into the translated text table.

Refer to the listed Known Error KB article for details.

Upgrade Engine Issues


Exporting and then importing XML on a sys_dictionary record generates an 'empty' sys_db_object record Unloading (as opposed to updating) sys_dictionary generates 'empty' sys_db_object records. This can occur during upgrades, plugin and application installs, and XML import.
  1. Export any sys_dictionary record, such as task.short_description.
  2. Import that same sys_dictionary record.

Usage Analytics



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

Refer to the listed Known Error KB article for details.

Vulnerability Response


When a large number of vulnerability group rules with a filter criteria are created, it slows down processing of vulnerable item inserts



Multiple workflow timers fail with an error "Cannot find function getGlideDateTime in object" Users get the error "Cannot find function getGlideDateTime in object" in all timer activities on a workflow.



Workflow canvas tabs should only refresh when something on the canvas has changed



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



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 the workflow.

Other London Patch 4 information

CyberArk integration configuration
For credential lookups in versions at London Patch 4 and later, the MID Server finds the credential by matching the credential identifier to a name in vault, which must be unique. If the Credential identifier field is blank, then the MID Server finds the credential by IP address.
Request Software Asset Management
Warning: You must revert customizations after installing Software Asset Management for the first time, or upgrading from Software Asset Management Foundation plugin, for all features to function as intended. The Revert Customizations module in Software Asset Management administration reverts customizations of files related to Software Asset Management to base configuration that were skipped during the installation or upgrade process.
Revert Software Asset Management customizations

The Revert Customizations module shows the Software Asset Skipped Files list. All customizations and configurations related to Software Asset Management can be reverted to the base application version.

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.