Service Catalog

PRB1335246

KB0748703

Refer to the listed KB article for details.

Upgrade Engine Issues

PRB1333005

KB0749551

Refer to the listed KB article for details.

Event Management

PRB1328549

Knowledge Management

PRB1325588

KB0725784

1. Navigate to Service Portal.
2. Try to access the knowledge search page URL: /sp?id=kb_search.

   Notice that the page does not display. The widget keeps loading indefinitely.

3. Hold down the Ctrl key and right-click the page.
4. Select Widget Options Schema.
5. Close the pop-up window.

Notice that the page is displayed.

Workflow

PRB1329089

SkyNow Mobile - Backend

PRB1332524

KB0744545

Refer to the listed KB article for details.

Activity Stream

PRB1321822

Agent Workspace

PRB1344281

1. Create a custom table that is extended from the task table.
2. Create a record in the table.
3. In the Agent Workspace view, create a section called 'Notes' and add the work notes, additional comments, and activities (filtered).
4. Add the table list to the Agent Workspace, and load it in the workspace.
5. Open the record and try to add any comments in the Additional comments/Work notes, and click Post.

Notice that the message 'No activity to display' appears in the activity stream. However, when you refresh the page, you can see the comments.

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

1. Navigate to Agile Development > Groups, and create a group.
2. Open Products to create a product and add a couple of releases to it.
3. Add the new group to the product.
4. Open the group record.
5. In the 'Releases' related list, check the number of the releases associated with the group.

Notice that all the releases are associated with the group. However, only the releases that belong to the product should be added.

Antivirus Scanning

PRB1338053

1. Navigate to Self-Service > Knowledge.
   Note: This can happen in any module. It is not constrained to the Knowledge module.
2. Click Import Articles.
3. Fill out the required information to import a KB article.
4. Click Import.

Notice that the java.lang.NullPointerException warning appears in the system log.

App Client UI

PRB1339464

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.

Asynchronous Message Bus

PRB1319177

Asynchronous Message Bus

PRB1331066

Authentication

PRB1330121

Authentication

PRB1341453

Automated Test Framework

PRB1334120

KB0748489

1. Activate the Explicit Roles plugin.
2. Confirm that the user Abel Tuter only has the snc_internal role.
3. Create an ATF test.
4. Add the following test steps:
   1. Impersonate Abel Tutor.
   2. Search for a catalog item using the search term Laptop, and confirm that the search returns 'Developer Laptop (Map)'.
   3. Open the catalog item Developer Laptop (Mac).
   4. Set the variable values as follows:
      • Adobe Acrobat: true
      • Additional software requirements: false
5. Run the test and ensure that the Client Test Runner screenshot mode is 'enable for all steps'.

Expected behavior: On the catalog item form, Adobe Acrobat is checked and Eclipse IDE is unchecked.

Actual behavior: On the catalog item form, Adobe Acrobat is not checked and Eclipse IDE is checked. The following warning appears in the logs when executing the step to set the variable values: 'Security restrictions on script include: VariableQueryParser'.

Automated Test Framework

PRB1340272

Change Management

PRB1329048

Chat

PRB1332090

KB0748053

1. Install the plugin Connect Support with the demo data.
2. Navigate to sys_properties.list, and search the name 'glide.connect.support.enter _queue_audio_alert'.
3. Change the value to true, and save the record.
4. Navigate to the chat queue.
5. Open the same instance in another browser or a new incognito window and impersonate as an agent, for example, David Loo.
6. Make sure the Connect audio notification is set up from the system gear icon.
7. In the user's Connect queue window, type something for the chat.

Notice that there is no sound notification on the agent's side when the chat is opened.

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.

Cloud Management Application

PRB1317589

Cloud Management Application

PRB1326827

Cloud Management Application

PRB1328679

Cloud Management Application

PRB1338325

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

PRB1340374

KB0748860

1. Activate the Cloud Management Core plugin.
2. Add Azure service principal credentials.
3. Click Discover Subscription.

Notice that the Azure subscription fails with an error. However, it should complete successfully to discover the subscriptions, and creates an Azure service account.

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

PRB1298960

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

PRB1328525

Customer Service Management

PRB1332124

Customer Service

PRB1327904

Discovery

PRB1320970

KB0746795

Refer to the listed KB article for details.

Discovery

PRB1330874

KB0743675

1. Run the discovery on a host (Windows/Linux) using the horizontal pattern.
2. Follow the procedure listed here 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.

Document Viewer

PRB1338624

KB0747506

Refer to the listed KB article for details.

Domain Support

PRB1340400

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.

Event Management

PRB1344826

Field Service Management

PRB1322481

Field Service Management

PRB1344498

1. Log in as a field service agent on the mobile app.
2. Assign a task to yourself.
3. Start working on the task you assigned to yourself.
4. Create a part requirement for the task.
5. Try to source the part from any stockroom.

Notice that the part sourcing flow is not working.

Flow Designer

PRB1322940

Flow Designer

PRB1333399

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

PRB1318042

KB0744640

Refer to the listed KB article for details.

Forms and Fields

PRB1341948

KB0748293

1. In a Madrid instance, create the UI policy as follows:
   • Short description: Testsnc
   • Table: Incident
   • On load: true
2. To the above UI policy, create a UI policy action with the field name 'caller_id.active'. For the Mandatory, Visible, and Read Only fields, you can either set them to anything or leave them as 'Leave alone'.
3. Make Abel Tuter the caller for some open incidents.
4. Make sure that Abel Tuter does not have any roles, and deactivate him.
5. Impersonate the ITIL user, and access the incident list of which Abel Tuter is the caller.

   From the incident list view, 'caller_id' displays values for Abel Tuter.

6. Open any record.

Expected behavior: The Caller (caller_id) field should display its value.

Actual behavior: The Caller (caller_id) field is empty and mandatory.

Guided Tours

PRB1322403

1. Create a tour for SP.
2. Select the portal page as sc_category.
3. Add steps to the tour.
4. Publish the tour.
5. Navigate to the portal page '/sp?id=sc_category'.

Notice that it is unable to get the tour in the menu and also unable to play the tour.

Guided Tours

PRB1331470

Human Resources

PRB1321023

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

PRB1326712

1. Create a campaign.
2. Add a to-do task and a bundle that triggers this to-do task.
3. Add the portal content to the To-do Completion bundle.
4. Publish the campaign and add users and content.
5. Complete a to-do task without visiting the portal as a user.
6. Visit the portal.

Notice that the portal content is not added.

Human Resources Service Management

PRB1332063

1. Log in to a Kingston or London instance.
2. Install the com.sn_hr_integrations plugin.
3. Upgrade to Madrid.
4. Navigate to HR Integrations > HR Service Mapping.
5. Select the 'Workday - Worker Profiles' service.
6. Switch to the 'Human Resources: Integrations' application scope.
7. Open a record from the 'HR Integrations Schema Mapping' related list.
8. Switch back to the global scope to edit the corresponding record.

Notice that there are no tables in the list for the Staging Table field.

Import / Export

PRB1331491

IntegrationHub

PRB1336279

ITSM Mobile

PRB1337141

1. Manually edit an incident to remove the sys_id and make it blank for some incident records.
2. In the ITSM mobile app, find this incident and open the detailed view for it.
3. Click Edit to edit the incident and perform some field changes.
4. Submit.

Because the filter condition uses 'starts with', it updates all incident records instead of just the one you are editing.

Lists

PRB1326698

KB0726464

Refer to the listed KB article for details.

MID Server

PRB1328998

When the MID Server is configured to use WMI, when a Discovery Probe that tries to execute a Powershell script on the target, script execution may be blocked by the target's ExecutionPolicy settings. For short scripts, the script does not need to be copied to the target and invoked through Powershell, so short scripts should be able to be run without requiring changes to ExecutionPolicy on the target.

Additionally, anti-viruses may block the script execution. The Powershell command is run with EncodedCommand to encode the parameters with MD5, and that is seen as potentially malicious by Anti-Virus software, including Crowdstrike. This is in addition to using the $admin share and executing from the Temp folder, which can also be considered indicators of potentially malicious code. This is a false positive, but will prevent that probe from running.

MID Server

PRB1332806

PRB1344747

Operational Intelligence

PRB1336984

Password Reset Application

PRB1339340

1. Configure a Password Reset process with multiple mandatory verifications.
2. Enroll the user in all verification methods.
3. Navigate the reset page and follow the reset flow.

Expected behavior: The user should be able to reach the success page after completing all the verifications.

Actual behavior: Nothing happens after the user clicks the Next button on the last verification.

Patterns

PRB1322425

KB0724287

1. Enable the Discovery plugin.
2. Configure a 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.

Persistence

PRB1336939

Persistence

PRB1336996

Persistence

PRB1337601

If a field is created on cmdb_ci (or any other TPP table) by importing an application from a Source Control repository, publishing this application to an update set adds sys_dictionary for all the child descendents to the update set.

Applying this update set on an instance may cause the field to point to different storage aliases for the parent and child tables, which causes the field to behave unexpectedly while updating/filtering/viewing the data on the field.

Persistence

PRB1344744

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

PRB1335590

Problem Management

PRB1340827

1. Install the Problem Management Best Practice - Madrid - State Model plugin with the demo data.
2. Navigate to the problem list and open a record with the state 'Fix in Progress'.
3. Clear out the value in the mandatory Problem Statement field.
4. Click Accept Risk and fill out the mandatory fields in the Accept Risk page.
5. Click OK.

Expected behavior: The mandatory field should be required to have a value to save the form.

Actual behavior: The problem record is saved even though the mandatory field Problem Statement is blank.

Project Management

PRB1317858

Project Management

PRB1326428

Project Management

PRB1329560

Project Management

PRB1337300

Project Management

PRB1337391

Record Watcher

PRB1344019

Resource Management

PRB1326140

Resource Management

PRB1337284

1. Navigate to Self-Service > My Calendar.
2. Create a resource event.
3. Select the type as 'Task work' and assign it to any task.
4. Open the above created resource event and change the type to the one included in the com.snc.resource_management. exclude_events_from_schedule property, such as 'Time off'.
5. Open the resoruce_aggregate_daily table for the above event.

Notice that although the capacity and availability are updated correctly, the time allocated to the task is still there.

Service Catalog: Service Portal Widgets

PRB1325027

Service Catalog

PRB1290257

KB0726395

1. Navigate to sys_properties.list.
2. Search for glide.ui.dirty_form_support.
3. Set the value to false.
4. Open sc_cat_item_list.do.
5. Select any catalog item in the list.
6. Click Try it.
7. Fill in the details and click the back button.

Expected behavior: When glide.ui.dirty_ form_support is set to false, no alert messages should show up when users navigate away from a catalog item.

Actual behavior: Alert messages show up when users navigate away from a catalog item.

Service Catalog

PRB1326127

Service Catalog

PRB1329648

KB0749116

Refer to the listed KB article for details.

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

PRB1319742

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

PRB1329949

KB0743795

1. On any catalog item, add a date type variable.
2. Open the item in Service Portal.
3. Check that the Date field is available on the catalog item form.
4. Enter any random text in the Date/Time field.
5. Submit the form.

Notice that the request is successfully submitted regardless of the invalid date/time format.

Service Portal

PRB1334181

KB0748148

• The sc_email validation script is active.
• The catalog item has at least two variable sets.
• Each variable set has an email type variable.
• One of the variable sets has a Read Only UI policy applied to the email type variable.

1. Make sure that the sc_email validation script is active.
2. Create a catalog item and the availability is desktop and mobile.
3. Create two single-row variable sets with the following settings:
   1. Variable Set 1:
      • Create an email type variable and leave the order blank.
      • Create a Read Only UI policy to hide the email type variable.
   2. Variable Set 2:
      • Create an email type variable and leave the order blank.
4. Open the catalog item in Service Portal.
5. Click Order Now.

Expected behavior: The 'Order Confirmation' modal should be displayed on the screen.

Actual behavior: The 'Order Confirmation' modal does not appear and there is no error shown. It seems as though nothing happens.

Service Portfolio Management

PRB1322465

SkyNow Mobile - Backend

PRB1333705

SkyNow Mobile - Backend

PRB1334147

Software Asset Management Professional

PRB1331005

Software Asset Management Professional

PRB1342930

Tables and Dictionary

PRB1342593

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'.

Upgrade Engine Issues

PRB1341545

Usage Analytics

PRB1340156

1. Have an instance in which Contextual Security: Role Management V2 is not active.
2. Upgrade the instance to Madrid.
3. Make sure that a user has a record created in the ua_user_role_ct table when an ITIL role is added.
4. Add the user to two groups which have the ITIL role in their contained roles.

You will see an error as the following: Unique Key violation detected by database (Duplicate entry 'e5b89be9db1e27009b8b1ded0b961900-u_account_bu_relation-sn_custom' for key 'user').

Usage Analytics

PRB1343531

VA-Teams Adapter

PRB1340592

Virtual Agent Platform

PRB1333866

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

PRB1326412

Vulnerability Response

PRB1330285

Workflow

PRB1341212