Import / Export

PRB1331240

KB0743756

1. Install LDAP and configure it to work through an MID Server.
2. Identify a time when the MID Server expects to have a backlog of non-urgent Standard priority jobs, or engineer a situation like that.
3. Open the LDAP Server form, and click Test Connection.

   The page hangs for 55 seconds and then throws an error.

4. Look in the ecc_queue for the LDAPConnection TesterProbe topic ecc_queue output record.

Notice that it is still in the Ready or Processing state, and it will eventually be processed successfully, but the LDAP form has given up waiting by then. However, all previous outputs in the Ready state will have to run before its turn in the queue. Also notice that the Priority field of that output record is set to the default priority=2 - Standard.

Upgrade Engine Issues

PRB1333005

KB0749551

Refer to the listed KB article for details.

Workflow

PRB1329089

Filters

PRB638064

Service Portal

PRB1332227

KB0747365

1. Create a catalog item (optional).
2. Create a variable in it as the type of date with the name start_date.
3. Create a UI policy with the following condition:

   When to run: [start_date] [before] [today]
   Run Script: True
   Execute If true:
   function onCondition() {
   alert('true case: before today');
   }

4. Set the date format of the logged in user to YYYY-MM-DD.
5. Navigate to Service Portal, and set some date prior to today.

   Notice that the alert appears.

6. Set the date format to DD/MM/YYYY.
7. Navigate to Service Portal, and set some date prior to today.

Expected behavior: The alert should appear.

Actual behavior: The alert does not appear.

Activity Stream

PRB1321822

Activity Stream

PRB1333625

Agent Workspace

PRB1313290

Agile Development

PRB1329639

Agile Development

PRB1333672

1. Navigate to rm_story_list.do to open any story.
2. Right-click the form header and click Insert and Stay to create a new story.

Notice that the original task and agile story fields are copied from the old story and are not associated with the new story. This can cause an issue in the Agile Board as two stories with the same story number are shown.

Agile Development

PRB1336472

Agile Development

PRB1339848

Asset Management

PRB1332050

Asset Management

PRB1332642

KB0744592

1. Navigate to Asset > Administration > Field Mapping to list the alm_asset_ci_ field_mapping table.
2. Clear one of the values in the Asset field column (or the Configuration Item field column). You can also modify it to a bogus field name to simulate a field that used to exist or does not exist.
3. Create an asset (or CI) with a Model Category/Model that will be synchronised to the CI (or asset).
4. Click Submit.

Notice that the form does not reference any CI (or asset), and no CI (or asset) can be found in the other table either.

Authentication

PRB1340064

Change Management

PRB1329048

Chat

PRB1341741

KB0748641

1. Use three different browser sessions with Agent A, Agent B, and User C following the instructions below. Agent A and Agent B pick up the chat from the same connect queue.
   • In Session A, impersonate Agent A.
   • In Session B, impersonate Agent B.
   • In Session C, impersonate User C.
2. Close any open chat conversations in all the above sessions.
3. In Session C, navigate to https://<instance _name>.service-now.com/$chat_support.do?queueID=<queue_id>, and initiate a chat.

   The number for Agent A and Agent B should both increase to 1.

4. In Session A, accept the chat.

Expected behavior: In Session B, the number for the chat queue should decrease to 0. Chat queues should be updated with the number of waiting conversations automatically.

Actual behavior: In Session B, the number remains 1. The number of waiting conversations is not updated.

Chat

PRB713827

Cloud Management Application

PRB1311977

Cloud Management Application

PRB1317589

Cloud Management Application

PRB1325641

Cloud Management Application

PRB1337495

Cloud Management Application

PRB1340282

KB0748567

1. Impersonate with the user who has access to review the Billing dashboard.
2. Navigate to Cloud Management > Cloud Admin Portal > Analyze > Billing > Billing Dashboard.
3. Observe the cost and note.
4. Log in to the AWS/Azure console and verify that the cost is available.

Notice that there is a difference in the billing data between the CMP dashboard and the AWS/Azure console.

Cloud Management Application

PRB1345927

Cloud Management Application

PRB1347838

Condition Builder

PRB1284738

1. Create a catalog item or choose an existing one, for example, 'Apple iPhone 5'.
2. Navigate to the Variable Sets form and click New to create a variable set, for example, MyVarSet.
3. Create a variable following the steps below:
   1. Navigate to Service Catalog > Catalog Variables > All Variables.
   2. Click New, and fill in the fields as follows:
      • Type: Single Line Text
      • Catalog Item: Leave this empty
      • Variable set: Choose the variable set created in the previous step, MyVarSet
      • Question: Var Without CatItem
      • Name: Var_Without_CatItem
4. Navigate to the catalog item 'Apple iPhone 5' following the steps below:
   1. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
   2. Search for the catalog item.
5. Navigate to the Variables Set tab and add the variable set MyVarSet.
6. Create a report (for example, a bar type report) in the sc_req_item table.
7. Add the following filter condition to it: Variables > Apple iPhone5 > Var Without CatItem.
8. Save the report, and reopen it again.

Notice that the filter condition fields in the report are blank. This happens using the new UI.

Configuration Management Database (CMDB)

PRB1322732

Configuration Management Database (CMDB)

PRB1335739

1. Navigate to sys_properties.
2. Change the value of 'glide.cmdb.logger. use_syslog.CMDBHealth' to 'info, warn, error' or '*for all options'.
3. Navigate to the cmdb_health_metric_pref table.
4. Set 'active' to false for rel_suggested, rel_hosting, rel_containment.
5. Navigate to Configuration > Health Preference.
6. Run the relationship compliance scheduled job.
7. Navigate to System Log > Warning, and apply the following: Filter by Source = CMDBHealth.

   Notice that there are warnings indicating the metrics are not active.

8. Navigate back to the cmdb_health_ metric_pref table, and set 'active' to true for the three metrics mentioned in Step 4.
9. Rerun the relationship compliance scheduled job.
10. Navigate back to the warning logs.

Core Platform

PRB1266297

Core Platform

PRB1322294

Core Platform

PRB1340506

CSM Communities

PRB1343452

1. Activate Customer Communities and the Communities demo data.
2. Log in to the community as different users.
3. Access the same content by these users concurrently.
4. Observe the view count on the content load page.

Expected behavior: The content view count should be accurate.

Actual behavior: The content view count is different from the actual view count. Some of the view logs are missing when users access the content concurrently.

Customer Service Management

PRB1327645

KB0748084

Refer to the listed KB article for details.

Dashboards and Home Pages

PRB1322761

KB0723720

Refer to the listed KB article for details.

Discovery

PRB1320970

KB0746795

Refer to the listed KB article for details.

Discovery

PRB1329036

KB0728493

1. Edit the value of fields such as tcp_port in an MSSQL instance.
2. Run the horizontal discovery.

Notice that the field is not updated with the correct value even though the discovery is successful.

Discovery

PRB1330874

KB0743675

1. Run the discovery on a host (Windows/Linux) using the horizontal pattern.
2. Follow the procedure listed in the documentation Change the source name of Discovery results to change the source name of Discovery results.
3. Ensure that the sys_choice record for the previous value in glide.discovery.source _name is disabled/removed.
4. Run the discovery on the same host.

Notice that the discovery fails with an error.

Discovery

PRB1331969

Discovery

PRB1336879

KB0748670

Refer to the listed KB article for details.

Domain Support

PRB1340400

Email

PRB1268451

KB0696699

Refer to the listed KB article for details.

Event Management

PRB1328127

1. Clean the 'last hour' events.
2. Clean the em_unique_nodes table.
3. Send the new event with the node name 'Node1'.
4. Run the Event Management - Node Count job.
5. Verify that the new 'Unknown' record is in the em_unique_nodes table.
6. Create the computer CI with the name 'Node1'.
7. Send the new event with the node 'Node1'.
8. Run the Event Management - Node Count job.
9. Verify that the em_unique_nodes table has two records: one for the 'Unknown' Node1 and one for the 'Server' Node1.

Field Service Management

PRB1322481

Flow Designer

PRB1303174

1. Create a subflow with two integer inputs and one string output.
2. If the first integer is larger than the second integer, look up any incident record and assign the subflow output to its number.
3. Else, also look up any incident record and assign the subflow output to its number.

Flow Designer

PRB1320631

1. Navigate to Flow Designer > Designer.
2. Click + New to create a new flow.
3. Name the flow and submit.
4. Under the 'Trigger' section, click + to create a new trigger.
5. In the drop-down list, click Created or Updated.
6. Fill in the following fields:
   1. Table: Incident [incident]
   2. Run Trigger: Once
7. Click Done to proceed.
8. Under the 'Actions' section, click + and then click Action.
9. Type Create and select Create Task.
10. In the Table field, select Incident [incident].
11. In the Field Values field, click + Add Field Value and then choose 'Problem'.
12. Click the Related problem, if one exists field to see that a list of problems comes up.
13. Try to search any result in that list.

Notice that the list does not filter down to what you type in. This also happens to the 'Update Record' action.

Flow Designer

PRB1320713

1. Take two instances, Instance A and Instance B.
2. Create an application on Instance A and create a flow in that application.
3. Publish the flow.
4. Create a Bitbucket account (or GitHub), then link your application to it and push a commit using Studio.
5. From Instance B, open Studio and import the above application.
6. Open the flow and trigger it by creating an incident (which is the trigger).

Expected behavior: The flow should be triggered.

Actual behavior: The flow is not triggered and a 'Flow not found' error is created in the sys_log.

Flow Designer

PRB1334217

1. Create a field of type URL in the Problem table.
2. Navigate to Flow Designer.
3. Select any flow.
4. Select the action 'Update Record'.
5. Select the 'Problem' table.
6. Click Add Field Value.
7. Select 'Additional comments'.
8. Remove 'Additional comments' and select the 'URL' type field.
9. Click the data pill icon and select any data from the pop-up window.
10. Try to hide the pop-up window.

Notice that it is unable to hide the pop-up window for the 'URL' type field.

Flow Designer

PRB1335904

1. Log in to an instance as an admin user.
2. Set up the 'Ask For Approval' action in Flow Designer with the following settings:
   1. Anyone Approves: Choose an individual user AND
   2. Anyone Approves: Choose a group (make sure that the group contains more users)
3. Trigger the flow in any record.

   Approval records are generated for both the individual user and the group users.

4. Approve the record with any one of the users from the group.

Expected behavior: All the rest of the approval records for the group should be moved to 'No Longer Required'.

Actual behavior: All the rest of the approval records for the group remain in the 'Requested' state. It is only when the individual user approves the record are the rest of the group approvals moved to 'No Longer Required'.

Flow Designer

PRB1339462

1. Create a system property glide.invalid_query. returns_no_rows with the type 'true/false', and set the value to 'true'.
2. Create a flow in any table.
3. Add a trigger condition.
4. Add the 'Ask For Approval' action.
5. In the 'Rules' section, try to add users from the drop-down list.

Expected behavior: You should be able to see all the active users from the sys_user table when you click the drop-down list.

Actual behavior: No users are returned. The message 'No matches found' is displayed.

Forms and Fields

PRB1311216

1. Activate the Agile Development 2.0 plugin in the instance with demo data.
2. Navigate to rm_sprint.LIST.
3. Open any sprint in the 'Complete' state.
4. Click Task Progress Board in the Related Links section.
5. Click the 'i' icon on the task card.

Notice that both the pop-up and edit form modal windows open and they overlap.

Forms and Fields

PRB1318042

KB0744640

Refer to the listed KB article for details.

Guided Tours

PRB1324754

Guided Tours

PRB1343483

Human Resources Service Management

PRB1318969

Human Resources Service Management

PRB1323933

1. Install the Human Resources Scoped App: Core plugin and the Human Resources Scoped App: Service Portal plugin, and load the demo data.
2. Log out and log in again.
3. Change the application to 'Human Resources: Service Portal'.
4. Navigate to the sc_cat_item_producer table and select the 'HR Report Inquiry' record producer.
5. Create a multi-row variable set with the title 'test multi', and submit.
6. Open the variable set and create a variable with the following settings, and then submit.
   1. Question: question 1
   2. Name: question_1
7. Open the 'HR Report Inquiry' record producer to fill in the following field, and then click Try it.
   • What is your question?: my question
8. In the 'test multi' multi-row variable set, fill in the following field and then click Add.
   • question 1: answer 1
9. Click Submit.
10. Open the HR Case created.

Notice that the Description field does not contain the value from the variables related to the multi-row variable set. 'My question' is visible in the Description field, but 'answer 1' is not.

Human Resources Service Management

PRB1324742

Human Resources Service Management

PRB1331998

Human Resources Service Management

PRB1344345

Import / Export

PRB1326619

Import / Export

PRB1331491

IT Operations Management

PRB1316028

Knowledge Management

PRB1315924

Actual behavior: All items only show in English.

Lists

PRB1314733

KB0745480

1. Open an incident list.
2. Configure the list layout.
3. Move the Work notes field to the first position in the list layout.

Notice that the work notes are shown in raw HTML format. If you add both journal fields, the issue only occurs for the one added as the first. For example, if you add both 'Work notes' and 'Additional comments' in the list view with 'Work notes' as the first column and 'Additional comments' as the second column, the incorrect behavior only occurs for the 'Work notes' column, not the 'Additional comments' column.

Lists

PRB1326698

KB0726464

Refer to the listed KB article for details.

Mobile

PRB1313392

Operational Intelligence

PRB1336984

Orchestration

PRB1331193

Patterns

PRB1322425

KB0724287

1. Enable the Discovery plugin.
2. Configure an MID Server.
3. Enable the pattern-based discovery.
4. Add the required Windows credentials and applicative credentials for the Microsoft SQL Server.
5. Run the discovery for a Windows server hosting the MSSQL database.

Patterns

PRB1326790

KB0727191

Refer to the listed KB article for details.

Performance Analytics

PRB1294467

1. As the admin user, create a widget 'jg open incidents'.

   It is a single score widget on the indicator 'Number of open incidents'. 'Follow element' is checked.

2. Create a dashboard, 'jg dashboard', and add the new widget.
3. In the dashboard properties, add the breakdown source Incident.Category.
4. Confirm on the dashboard that the single score changes when choosing a different category in the breakdown.
5. Create a user that has no roles.
6. Create a user group 'jggroup', and add the created user to it as well as the admin.
7. Share the dashboard to the group 'jggroup'.
8. In another browser, log in as the created user.
9. Navigate to the dashboard and confirm it shows data.

   The score in the widget changes with the selected breakdown value.

10. As the admin user, clear cache by running gs.invalidateCache(); as a background script.
11. Refresh the dashboard in the session the created user is logged into.

    Notice that the score no longer responds to the changing breakdown value. And when the admin user refreshes the dashboard, the same problem occurs.

12. Invalidate cache again and reload the dashboard as the admin user.

Notice that it now works fine again, and it works fine again for the created user as well. The issue seems to be related to caching. The first user to build the cache determines how it works. And if that user has no roles, the issue occurs.

Persistence

PRB1296546

Persistence

PRB1336583

Persistence

PRB1336939

Planned Maintenance Application

PRB1306199

Planned Maintenance Application

PRB1319401

1. Navigate to Planned Maintenance > Maintenance Plans.
2. Click New.
3. Specify a name and a short description, and enter the following settings:
   1. Type: General Sunday
   2. Table: Facility request model
   3. Apply to new matching records: true
   4. Task creation policy: Add to existing Monday
4. Click Submit.
5. Under the Maintenance Schedules tab, click New to create a schedule with the following settings:
   1. Set the trigger to 'Duration'
   2. Trigger Type: Weekly
   3. Due day of the week: Sunday
   4. Due time: 18 hours
   5. Lead time in days: 7
6. Click Submit.
7. Associate the plan with filtered records.

Expected behavior: The facilities_request_task is created only on Sunday.

Actual behavior: The task is created on both Sunday and Monday.

Platform Security

PRB1344207

Project Management

PRB1329560

Project Management

PRB1337300

Project Management

PRB1337391

Record Watcher

PRB1294006

KB0726337

Refer to the listed KB article for details.

Resource Management

PRB1243016

Resource Management

PRB1312256

1. In an instance, open any project.
2. Create a resource plan requesting 0.25 hours of work.
3. Click Request.
4. Look at the Requested Allocations related list.

Notice that the requested hours have been rounded up to 1.

Service Catalog: Service Portal Widgets

PRB1259875

1. Log in to a Jakarta instance.
2. Create a before insert business rule with the following details:
   • Table: sys_attachment
   • Advanced: checked
   • Script:

     (function executeRule(current, previous /*null when async*/) {
     gs.addErrorMessage("Attached!!");
     })(current, previous);

   • When: before
   • Insert: checked
3. Navigate to any catalog item in Service Portal.
4. Attach any file.

Expected behavior: The error message should be displayed immediately but not after displaying the page.

Actual behavior: No error message is displayed. And when you refresh the page, the error message is displayed.

Service Catalog: Service Portal Widgets

PRB1315239

KB0721319

Service Catalog: Service Portal Widgets

PRB1325027

Service Catalog

PRB1291066

KB0750218

1. Install the translation plugin for any language like Spanish or Brazilian Portuguese.
2. Create a sys_portal_page, and name the title as 'catalog_Service_Catalog' and the view as 'catalog_Service_Catalog'.
3. Navigate to 'Maintain Catalog', and select the record 'Service Catalog'.
4. Under the 'Catalog Portal Pages' section, remove the default page (if any) and add the custom page just created.
5. Navigate to Service Catalog > Catalogs.

   Notice that there are two catalogs, Service catalog and Technical catalog.

6. Inspect the 'Service catalog' widget and hover over it to see an <a> tag.
7. Verify the URL that the sysparm_view points to is 'catalog_Service_Catalog'.
8. Change the language to either Spanish or Brazilian Portuguese.
9. Do cache.do.
10. Repeat steps 5 to 7.

    Notice that the sysparm_view is translated and it now points to something like 'catalog_Catálogo_de_servicios'.

11. Navigate back to the 'Catalog Portal Pages' section, and set the 'Default' value to 'true'.
12. Repeat steps 5 to 7.

    Notice that now the sysparm_view is not translated.

Expected behavior: The sysparm_view in the URL should not be translated.

Actual behavior: The sysparm_view is being translated.

Service Catalog

PRB1300810

Service Catalog

PRB1326127

Service Mapping

PRB1326674

Service Mapping

PRB1330202

1. Add a new mandatory field to the cmdb_ci_service_discovered form.
2. Add this field to the 'Additional Info' layer under the form layout configuration page.
3. Open the angular service form and update the new field.
4. Save the form.
5. Clear the data in the new field.
6. Save the form again.

Notice that a success message appears and the form does not refresh. The data are not saved.

Service Mapping

PRB1334573

Service Mapping

PRB1343804

Service Portal

PRB1312458

KB0724187

1. Allow location checking on your browser.
2. Log in as the administrator.
3. Navigate to the SP ticket page.
4. Click the location globe icon.

Notice that the JavaScript error alert message appears on the screen. In the browser console, you can find the error 'You have exceeded your request quota for this API'.

Service Portal

PRB1321918

KB0724172

1. Run the following function in the server script of a scoped widget:

   data.portalID = $sp.getPortalRecord().getUniqueValue();
   var searchSources = $sp.getSearchSources(data.portalID, null);

2. Open a portal page where that widget is used.

Expected behavior: The function works and no error messages are received.

Actual behavior: The following error message appears: 'Server JavaScript error Cannot find function getSearchSources in object com.glide.service_portal.widget.fencing.Scoped SPScriptable@e85168.'

Service Portal

PRB1324097

Service Portal

PRB741780

Service Portfolio Management

PRB1322465

Software Asset Management Professional

PRB1331005

Software Asset Management Professional

PRB1342930

Software Asset Management Professional

PRB1345426

Software Asset Management Professional

PRB1347237

Source Control Integration

PRB1274689

KB0687580

1. Create an application in Studio.

   For more information, see the product documentation topic ServiceNow Studio.

2. Link the application to a Git server.
3. Hang/suspend the Git server to prevent it from responding to incoming requests.

Tables and Dictionary

PRB1304461

KB0726304

Refer to the listed KB article for details.

Templates

PRB1317225

KB0718640

1. Log in as an administrator.
2. Navigate to any open incident.
3. Create and save a new template with the following fields: Caller, Assignment group, and Assigned to.
4. Apply the template.
5. In the 'Template Applied' info message, click the link 'See Details'.

Templates

PRB705120

• Trying to apply a template that has a date in a different format (even if it is the same as the current user's format)
• Sharing values across users with different formats

Upgrade Engine Issues

PRB1341545

VA-Slack Adapter

PRB1295128

Virtual Agent Platform

PRB1333866

Visual Task Boards

PRB1291071

KB0697408

Refer to the listed KB article for details.

Visual Task Boards

PRB1328506

1. Activate the following plugins and load the demo data:
   • Software Development Lifecycle (SDLC)
   • Agile Development
2. Navigate to rm_story.list.
3. Add the 'Sprint' column to the list.
4. Right-click this column and select Show Visual Task Board.

   A guided board is created.

5. On this board, scroll to the far right and click the option Add Lane.
6. Search for an existing value in this lane.

Expected behavior: The search result should only return the matching record.

Actual behavior: All values/records are returned.

Visual Task Boards

PRB1334711

1. Create/navigate to a Visual Task Board with labels enabled.
2. Add a few labels to several cards.
3. Toggle off 'Show Labels'.

   Notice that both the card labels and the quick panel labels disappear.

4. Navigate away from the board or refresh the page.

Expected behavior: Once the Visual Task Board is reloaded, 'Show Labels' should remain toggled off, and both the quick panel labels and the card labels should not be visible.

Actual behavior: After the Visual Task Board is reloaded, 'Show Labels' remains toggled off. The quick panel labels are not visible but the card labels are visible.

Vulnerability Response

PRB1330285

Workflow

PRB1320789

Workflow

PRB1341212