Related Lists

PRB1311959

KB0721284

Refer to the listed KB article for details.

Currency

PRB1287143

KB0692585

1. Create a Currency field on the incident table called Test Currency.
2. Open two browser sessions (for example, Chrome and Chrome incognito).
3. In session 1 log in as System Administrator user and be sure his System Settings have the language set to English.
4. In session 1, open INC0000015.
5. In session 2 log in as the ITIL user and make sure the user's System Settings have the language set to Spanish.
6. In session 2, open the same incident (INC0000015).
7. In session 1, set the Test Currency field value to a number between 1 and 999 and save the form.
   • Notice in session 2 that the Test Currency field is marked as updated.
8. In session 2, update the title and save the record.
   • Notice in session 2 that the Test Currency field is updated and multiplied by 100.
   • Notice in session 1 that the Test Currency field is updated and multiplied by 100.
9. In session 2 Set the Test Currency field value to a number between 1 and 999 and save the form.
   • Notice in session 1 that the Test Currency field is updated.
10. In session 1, update the title and save the record.
    • Notice in session 2 that the Test Currency field is updated and multiplied by 100.
    • Notice in session 1 that the Test Currency field is updated and multiplied by 100.

Change Management

PRB1303778

Public

Service Portal

PRB1290254

KB0693248

Refer to the listed KB article for details.

UI Components

PRB837118

When clicking the "insert/update video" button to embed a local .mov file to a KB article, the error "This plugin is not supported" is displayed using Chrome/Firefox.

When clicking the "insert/update video" button to choose a URL and put a URL, the video will be rendered as blank.

Activity Stream

PRB1312770

Agent Workspace

PRB1306291

1. Make sure you have the Agent Workspace and ITSM Workspace plugin.
2. Navigate to Agent Workspace > Lists > List Filters.
3. Search for the name 'My Work' and 'Table is Task'.
4. Open the record and edit the columns.
5. Scroll towards the end and add any extended field like 'Caller [Incident]' to the selected column.
6. Clear the cache.
7. Navigate to Agent Workspace home.
8. Click List > Task > My Work.

Expected behavior: The list should load.

Actual behavior: The list doesn't load and it keeps on spinning.

Application Portfolio Management (APM)

PRB1320136

Change Management Conflict Detector

PRB1305653

KB0713742

Refer to the listed KB article for details.

Change Management

PRB1293113

1. Define a blackout schedule that contains a schedule entry that spans from one month to another.
2. Ensure the condition of this blackout schedule is simple and applies to cmdb_ci.
3. Open the Conflict Calendar for any Change Request (as the condition should apply).
4. Navigate to the month where this schedule should start.
5. Try to navigate to the month where the span should end.

Spans are missing from the calendar.

Change Management

PRB1315487

In a London instance with the Blackout Maintenance and Change Schedules modules activated:

1. Navigate to Blackout schedule (cmn_schedule_blackout_list.do).
2. Navigate to any record in the list, and choose None for the Applies To field (applies_to).
3. Navigate to Change Schedule Definition (chg_soc_definition_list.do).
4. Create a list that contains all changes created in the last 6 months.
5. Ensure the Show blackout window is checked on the Blackout maintenance tab.
6. Navigate to Change schedule.
7. Click the newly created record or any existing record.

An error appears on the list and in the console:

org.mozilla.javascript.EvaluatorException: GlideRecord.setTableName - empty table name

(sys_script_include.a7f9865f9f902200b18a7feea57fcf57.script; line 1138)

Chat

PRB1242509

KB0689003

1. Ensure that the Domain Separation and Connect plugins are active.
2. Go to sys_user.list and include the Domain column in the list.
3. Set a domain of two users to different sub-domains.
4. Pick a record which was created by user 'ITIL User'. For example, INC0000052.
5. Impersonate Fred Luddy.
6. Try to view the incident INC0000052 from Service Portal. For example, using the following link: https://<instance name>.service-now.com/sp?sys_id=<sys id of incident INC0000052>&view=sp&id=ticket&table=incident
7. Check the live_profile record for the recently created records.

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

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

Chat

PRB1305294

1. Navigate to the Connect Chat module.
2. Initiate a chat with 'Abel Tuter'.
3. Abel Tuter profile shows 'Location: MÜNCHEN, Germany'.
4. Change the instance language to German.
5. Refresh the chat module.

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

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

Chat

PRB1313828

1. Open a support chat between user and agent.
2. Close the chat.

Note message that appears 'The Agent has closed the support session.'

Cloud Management Application

PRB1304042

Cloud Management Application

PRB1309151

Cloud Management Application

PRB1310893

1. Create a blueprint to provision a single VM on AWS.
2. Create a catalog item.
3. Provision the stack.
4. Once the stack is provisioned, perform the stack deprovision operation.
5. Check the stack status at the end of the operation.

Stack is terminated but the VM state is still on. An error is thrown 'java.lang.NullPointerException.'

Cloud Management Application

PRB1315852

Cloud Management Application

PRB1316331

Cloud Management Application

PRB1317292

Condition Builder

PRB1251171

1. Navigate to Reports > Create new (make sure you use new GUI).
2. Create a list type filter: table = any.
3. Add a filter as 'CREATED BETWEEN'.
4. Select a date on the FROM date picker.
5. Click outside of the date picker (anywhere on the form).
6. Click the TO date picker.

You will see both date pickers have been overlapped.

Condition Builder

PRB1302883

1. Enable another language other than English, such as French.
2. Set the instance language to French.
3. Navigate to incident.list.
4. Open the 'new UI' filter condition builder.
5. Press the AND and OR filter buttons.

Core Platform

PRB1317902

CSM Communities

PRB1298473

1. Change the community portal's url_suffix.
2. Traverse all links from all pages.

Some links are broken because they still point to the previous URL suffix.

CSM Communities

PRB1311768

Customer Service Management

PRB1316915

Dashboards and Home Pages

PRB1302972

1. Log in as an admin user and load the homepage.
2. Make sure a blue message appears to covert the homepage to dashboard on this.
3. Open homepage Process KPI for example.
4. Click Create on the popup to create a dashboard version.

The page becomes unresponsive.

Demand Management

PRB1305679

Demand Management

PRB1312319

When a Demand Assessment is automatically generated by setting the Demand's State to Screening, the generated Assessments have a populated Trigger ID. The Demand's name is visible on the 'My Assessments and Surveys' page, and there is a direct link to the Demand when taking the assessment.

When a Demand Assessment is manually generated using the 'Send Assessment' UI Action, there is no Trigger ID. The Demand's name is not visible on the 'My Assessments and Surveys' page, and there is no link to the Demand when taking the assessment. If there are no valid assessment recipients when demand's state is initially set to Screening, an assessment is sent to the user who clicks Screening. This Assessment has no Trigger ID as well.

Discovery

PRB1302066

Discovery

PRB1303791

Discovery

PRB1310115

Edge Encryption

PRB1299086

Email

PRB1321771

KB0722879

1. Define an Email Client Template with the following values:
   • Table: incident
   • Any one of To, Cc, Bcc, Reply to, From (London and Kingston) fields:

     javascript: (function() { return 'test.user@example.com';}());

2. Open the Email Client from an active incident.

   An error message 'Invalid function definition' is displayed.

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

   javascript: gs.getProperty('glide.email.username');

No values are populated.

Event Management

PRB1258563

KB0714146

Run upgrade from Kingston to London with Event Management plugin activated.

Event Management

PRB1315853

Event Management

PRB1317844

Forms and Fields

PRB1311198

Forms and Fields

PRB659218

KB0696741

Refer to the listed KB article for details.

Forms and Fields

PRB691557

KB0657394

The scroll down feature is expected to work with the error message. The glide.ui.scroll_to_message_field property determines whether the form scrolls down to a field when an error message is displayed below it.

Journal fields associated with the activity stream are a little different than most other fields because there can be multiple fields but only one displayed at a time, with a toggle available to switch between the different fields. The property does not work for these fields.

Refer to the listed KB article for details.

Guided Tours

PRB1315522

KB0720698

1. Activate the plugin Project Portfolio Suite with Financials (com.snc.financial_planning_pmo).
2. Navigate to Guided Tours.
3. Create a new guided tour by clicking New.
   • Name: Test Project Tour
   • Type: Platform
   • Context: pm_project
   • Submit
4. Open the guided tour created above using 'Edit with Designer'.
5. Fill in the mandatory fields on the new pm_project form and click Save.
6. Once the form is saved, you can see related lists.
7. Create a callout on the related list 'Resource Plan' by giving some text and save.

Expected behavior: Callout gets created on 'Resource Plan'.

Actual behavior: Callout gets created on a different list 'Sub Projects'.

Guided Tours

PRB1320743

HTML Editor

PRB1271312

Human Resources Service Management

PRB1316636

Import / Export

PRB1317233

Knowledge Management

PRB1304243

Knowledge Management

PRB1314501

MID Server

PRB1315736

On-call Scheduling

PRB1298269

When creating On-Call Schedule entries, if users select dates in the WHEN field which are outside the Daylight Savings dates (March 11 - November 4), they will get an inconsistent start and end time in the rota.

Schedule entries are created with an incorrect 'end time' when they are created from schedules with dates in the Daylight savings dates. The start and end time shifts by one hour from expected due to the dates selected in the schedule entry.

On-call Scheduling

PRB1310718

Patterns

PRB1317058

Add a step 'Get websites in a single rest call' to OOTB pattern.

Performance Analytics

PRB1314074

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

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

Expected behavior: Dashboard loads correctly.

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

Persistence

PRB1298268

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

Persistence

PRB1315808

Persistence

PRB1316897

Project Management

PRB1300559

Project Management

PRB1303035

Project Management

PRB1307088

Project Portfolio Management

PRB1316382

Reporting

PRB1316337

1. In the Filter Navigator, enter 'sys_report.list'.
2. Search for the report named 'Map Incident by caller'.
3. Click the 'Edit Report' UI Action.
4. Switch to the New UI. Change the configuration as follows:
   • Aggregation = Count
   • Map this data = Incident by caller location
   • Set map = California.
5. On the top right, under the 'Run' UI Action, click the 'Show report structure' icon.
6. Click the drilldown 'System Administrator'.
7. Change the configuration as follows:
   • Group by: Caller > Location > City
   • Aggregation = Count
8. Click Save drilldown.
9. Click Save.
10. Click the 'Refresh' icon.

    Notice only one dot on San Diego.

11. Click the dot.

Notice that incidents are grouped by 5 different cities: 13 for San Diego, 9 for Poway, 5 for San Ysidro, 1 for Escondido, 1 for Solana Beach.

Resource Management

PRB1310045

Resource Management

PRB1315141

Resource Management

PRB1319400

On an upgraded instance from Istanbul(or prior) to Kingston(or later)

• Check 'Allocation Details' under 'resource reports' and 'Resource - Project Member Allocation Details - Monthly (Hrs)' report under 'resource reports - new' - aggregates do not have task populated and causes mismatch in reports.
• On a London instance, Searching a group/role/user in Resource finder shows blank rows under few users.

Resource Management

PRB1320122

Resource Management

PRB1320170

Verify the resource allocation daily record for 'Test User' on 10-12-2018. Actual hours submitted for admin time are getting recorded against the operational resource plan.

Security

PRB1305052

Service Catalog

PRB1303951

KB0712603

1. Go to any Catalog item - say 'Apple Watch Series 2' in OOB.

   /nav_to.do?uri=sc_cat_item.do?sys_id=acc73c0910247200964f77ffeec6c4af

2. Create a variable set as follows, to the above catalog item.
   • Title: testsnc
   • Type: Multi Row
   • Layout 1 Column wide
   • Description: Test
   • Internal Name: testsnc
3. Create a variable in the above variable set as follows:
   • Type: Single Line Text
   • Variable Set: testsnc (created above)
   • Question: test
   • Name: test
4. Submit a catalog item with a value in the 'Multi Row' variable set - testsnc.
5. Open the RITM that you created.

Expected behavior: Multi Row variable set shows up on RITM. Multi Row variable set should show up in the 'printer friendly version'.

Actual behavior: Multi Row variable set shows up on RITM. Multi Row variable set doesn't show up in the 'printer friendly version'.

Service Catalog

PRB1315493

1. Create a catalog item in any London instance.
2. Create a checkbox variable within the catalog item with the following permission settings:
   • Read roles: Public
   • Write roles: Public
   • Create roles: Public
3. Go to the sys_public table and add a record for the page com.glideapp.servicecatalog_cat_item_view so that the page can be accessed publicly.
4. Log out and try to access the catalog item publicly through the URL with the following format:

   https://[instance_name].service-now.com/com.glideapp.servicecatalog_cat_item_view.do?v= 1&sysparm_id=[catalog_Item_sys_id]

Expected behavior: The checbox variable should be editable.

Actual behavior: The checbox variable appears read-only.

Service Level Agreement (SLA)

PRB1297251

KB0713660

1. Create an Incident for a Caller in one of the sub domains.
2. Update the record to an In progress state and with all fields filled that are required for closure (e.g. Resolution code and Resolution notes).
3. Run a background script to impersonate the integration user and update the Incident to closed and then check that the Task SLAs on the Incident have been updated correctly.
   • An example background script used for this is:

     gs.getSession().impersonate('xxxxxxxxxxxxxxxxxxxsys_id')var 
                             incGr = new GlideRecord('incident'); 
                             incGr.get('number', '<ENTER INCIDENT NUMBER HERE>'); 
                             incGr.state = 7; 
                             incGr.work_notes = 'Test'; 
                             incGr.update();

Service Mapping

PRB1310326

Execute Layer 2 connectivity flow on host with more than one port with the same MAC Address.

Service Portal

PRB1315748

Service Portal

PRB1316070

1. Create a field of type Integer on the incident form.
2. Add the new field to the Service Portal view.
3. Configure the dictionary of the new field created and add the attribute 'format' with the value 'none'.
4. Create an incident in the backend and when you fill in the new integer field with 1,000, it will be changed to 1000 on save.
5. Try to create the incident from the portal using the URL: https://instancename.service-now.com/sp?id=form&table=incident&sys_id=-1
6. Fill in the value in the new integer field as 2,000.

Expected behavior: The value changes to 2000 on save.

Actual behavior: The value remains as 2,000.

Service Portal

PRB1316073

Service Portal

PRB1316133

In a London instance on the desktop UI:

1. Open any incident.
2. Click the header and right-click to Configure > Form Layout.
3. Create an Integer or Decimal field.
4. Click Add and Save.
5. Set the value of the property glide.system.locale to fr.FR and save.
6. In a Service Portal id=form page for an incident record, set the value of the Integer or Decimal field to 6 000 000 and save.
7. Open the same record in the Service Portal id=form page.

The value is truncated and saved as 6.

Service Portal

PRB1318684

Software Asset Management Professional

PRB1317159

1. Activate the SAMP for Adobe and Microsoft plugins.
2. Run reconciliation.
3. Navigate to Software Asset > Office 365 & Adobe Cloud.
4. Drill down into the Current Subscription Spend widget.
5. Click Show Records.

In License Metric Results, the displayed records include license metrics from areas outside of 'User Subscription.' Since this dashboard is only related to subscription-based products, only user subscription-related records should appear.

Software Asset Management Professional

PRB1319697

1. Enable the Microsoft and Adobe plugins.
2. Create a Microsoft subscription product install with an edition. For example, Microsoft Office 365 E1.
3. Create any subscription product install other than Microsoft, such as Adobe Photoshop.
4. Provide the edition for that install. For example, 7706 or CC.
5. Run the pull subscription job.

Software Asset Management Professional

PRB1320718

Survey Management

PRB1318376

1. Create a survey with boolean questions.
2. Open the survey on "Survey designer" and do preview.

Expected behavior: User should be able to see boolean questions under preview.

Actual behavior: Boolean questions are not displaying under preview. If you assign the survey to the user, the user is unable to see the boolean question while taking the survey.

Time Card Management

PRB1290956

The Plugin Time Card Management comes with a portal called Worker Portal. Its URL is instancename.service-now.com/tcp. This portal has a link: 'Add unassigned tasks to Time Sheet.' When this link is clicked, it shows a search box. The results from searching in this box show ASCII for some letters and accents.

This issue impacts certain non-English languages, such as Portuguese, because some heavily rely on accents.

1. Activate the Time Card Management plugin. If you are using a Jakarta instance, you must also activate the Time Card Portal plugin.
2. Create an incident record.
3. In the Short Description, add the text Testando rejeição (translation: rejection testing).
4. Save the incident.
5. Navigate to the portal instancename.service-now.com/tcp.
6. Click Add unassigned tasks to time sheet.
7. Search for the word Test.

Update Sets

PRB1298848

Visual Task Boards

PRB1258625

1. Navigate to incident.list.
2. Right click the form header and 'Show Visual Task Board'.
3. In another tab, enter '<instance-name>.service-now.com/$m.do' to take you to the mobile view.
4. Refresh the VTB page and try to 'Add Task' at the bottom of a lane.

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

5. If you switch back to thedesktop view (<instance-name>.service-now.com/?sysparm_device=doctype) and refresh the VTB, you will be able to add tasks.

Vulnerability Response

PRB1292082

Workflow

PRB1259826

The workflow stage in the Approval record acts in a random manner. Workflow stage found under the section "Summary of Item being approved" of the "Approval record" related to a knowledge article does not match with the actual workflow stage found in the "Knowledge article".

1. Navigate to the Knowledge module and click Create new.
2. Fill in the details and click Save.
3. Click Publish. Approval records are generated and click the approval records to open it.

   In the Approval record that under the 'Summary of Item being approved' section, the related knowledge record is shown and the 'Workflow stage' value shows as 'Review'.

4. Approve the record.

   It redirects back to the Knowledge Form view.

5. Click the Approval record to open it again.

In some cases, under the 'Summary of Item being approved' section of the Approval record, the related knowledge record is shown and the 'Workflow stage' value shows as 'Review'. However, in some other cases, it is shown as 'Published'.