Service Catalog: Service Portal Widgets

PRB1304513

KB0720638

Refer to the listed KB article for details.

Email

PRB1327655

KB0746840

1. Create a table in a quick message that has two rows and one column.
2. In the first row, type Thank you for replying to this email. in one line and We will get back to you soon enough. in another line.
3. In the second row, type Regards, in one line followed by the name of the agent in another line.
4. Open an existing case record or create a case.
5. Click the Email button in the upper right tab of the case form.
6. Select the quick message you just created.

Notice that the rendering is incorrect as the <div> tags are incorrectly added in the email.

Discovery

PRB1334362

Service Catalog

PRB1237697

Discovery

PRB1350180

App Client UI

PRB1349846

Application Portfolio Management (APM)

PRB1337630

Approvals

PRB1352880

1. Open Flow Designer.
2. Navigate to the Actions tab.
3. Click New > Create New Action.
4. Create a custom action which contains the sys_id of users that are going to be considered as approvers or the logic to dynamically generate the list of approvers.
5. Create a flow in Flow Designer and set the trigger to 'Service Catalog'.
6. Use the action created in Step 4.
7. Add the 'Ask for Approval' action.
8. Click the 'Ask for Approval' action, and try to set the list from Step 6 in 'Anyone Approves'.

Notice that the error 'List is not allowed here.' occurs, and you are not able to pass the list generated from an action as an input.

Asynchronous Message Bus

PRB1349642

KB0754314

1. Open two windows with different users and start a chat.
2. Disconnect the internet for more than 30 seconds.
3. Reconnect the internet.
4. Try resuming the chat between the two users.

Notice that the second user does not get the message you attempt to send.

AWA: Routing and Assignment

PRB1351886

1. Activate and load the demo data for the Walk-up Experience plugin (com.snc.walkup).
2. Navigate to Advanced Work Assignment > Presence States.
3. Open the Available state.
4. Add a walk-up to the service channel and enable the active flag.
5. Create a sys_user with the sn_walkup.walkup_technician role.
6. Add this sys_user to one of the demo data assignment groups (either San Diego Tech Lounge or Santa Clara Tech Lounge).
7. Impersonate the walk-up user.
8. Navigate to Walk-up Experience > Walk-up Portal.
9. Select a location.
10. Click Check-in and fill out the form.
11. Impersonate the user with the walkup_technician role and open Agent Workspace.
12. Set the status to 'Available'.

    The work item for the interaction should appear in the inbox.

13. Accept the interaction.
14. Click the ellipses icon and click the Re-queue UI action.
15. In another window, navigate to the awa_work_item list.

    The work item for the interaction should have a state of 'Accepted'. After five minutes, the interaction state should be reset from 'On Hold' to 'New'.

Notice that a new work item for the interaction is not created and thus does not appear in the agent's inbox.

Chat

PRB1345538

1. Activate the com.glide.connect.support plugin.
2. Make sure the 'connect_action' is available.

   Refer to Administer Connect actions for more information.

3. Create two groups (sys_user_group): testgroup1 and testgroup2.
4. Create two users and add the ITIL role: testuser1 (belonging to testgroup1), and testuser2 (belonging to testgroup2).
5. Create two 'chat_queue' records: QUEUE A (assignment group: testgroup1), and QUEUE B (assignment group: testgroup2).
6. Use the 'Support link' URL from QUEUE A, and as the administrator, generate a chat.
7. Impersonate 'testuser1' and accept the chat.

   Notice that the 'Create Incident' connect action is in the chat frame.

8. Click Transfer to transfer it to the 'QUEUE B' chat queue.
9. Impersonate 'testuser2' and accept the chat again.

Notice that the 'Create Incident' connect action is not visible to the new agent belonging to the transferred queue (QUEUE B in this case).

Cloud Management Application

PRB1330300

Cloud Management Application

PRB1332061

Customer Service Management

PRB1330457

Customer Service Management

PRB1353334

1. Activate Workspace and CSM.
2. Create a special handling note with a long short description and a long message text.
3. Navigate to Agent Workspace.
4. Create a case or open the case assigned to the special handling note.

Notice that the special handling note is not fully visible.

Dashboards and Home Pages

PRB1336340

Discovery

PRB1293839

KB0713196

1. Start the vCenter event collector on a busy vCenter, and pick a vCenter on which VMs are frequently created and destroyed.
2. Let the vCenter collect events for a few days.
3. Search for duplicate relationships between a VM and its datacenter.
4. Attempt to perform an action in CMP that requires identification of that VM.

Discovery

PRB1323765

KB0743843

Refer to the listed KB article for details.

Discovery

PRB1342286

KB0748735

When using Parse file to set the temporary table field, if the string users are setting is longer than 1024 characters, it is truncated, because 1024 is a hardcoded value.

Refer to MID Server parameters for more information.

1. Use the Parse file step on a pattern.
2. Parse a value (greater than 1024 characters) from the file to a temporary variable column on a temporary variable table.

Notice that it is truncated to 1024 characters. As such, when the CI is updated with that value, the value on the CI's field has only the truncated 1024 characters.

Domain Support

PRB1344145

Domain Support

PRB1347170

Edge Encryption

PRB1336714

Event Management

PRB1317275

Event Management

PRB1344245

Event Management

PRB1349845

When users try to access the application service in the map view, the map freezes and it is unable to navigate through the nodes, applications, and the database instances in any of the service maps.

The problem happens to the synchronization between the service map and the big impact graph (more than 1K nodes). To avoid this problem, set the property em.map.disable. impact.tree.highlight to 'true'. The default value of the property is 'false' for backward compatibility.

Event Management

PRB1350076

Event Management

PRB1352684

Filters

PRB1345802

• When using multiple 'contains' conditions with an 'OR' condition, only the first condition is considered.
• When using an 'is' operator with an 'OR' condition and dot-walking, only the first condition is considered.

Same issues are observed from a list view with List v3 enabled.

Flow Designer

PRB1309479

Flow Designer

PRB1322476

1. Create an application in Studio.
2. Add an action that takes one input string and has one output string, and make sure to set the action's application to the current one.
3. Add a subflow that takes one input string which calls the action you just created, and then logs the action's output string.
4. Add a flow that is triggered 'once' and calls that subflow.
5. Export the application to GitHub.
6. Import the application into a second instance.
7. Attempt to open the flow or subflow in Flow Designer.

Notice that the following error occurs: 'Action Type Definition with Id of fab8eb6bdb 322300aee9765f3696199b is missing. Close tab.'

Flow Designer

PRB1336250

1. Create a flow with the following name: This is a test flow with a single quote '.
2. Save the flow, and then close the flow.

Notice that in the list view of the flows, the single quote is displayed as '&#39;'.

Flow Designer

PRB1345098

1. Create an action in Flow Designer.
2. Add one input variable of the type Name/Values.
3. Add the action to a flow, and add some Name/Values.

   Some of the values can be dynamically selected from the trigger.

4. Save the flow.
5. Edit the action in the flow by clicking the step.

   Notice that there are no Name/Values in the input.

6. Try to add a new one.

Notice that nothing happens. In the console, you can see an error appears saying 'e.find is not a function'.

Flow Designer

PRB1348349

1. On a Madrid instance, create a simple flow with the wait activity, for example, wait for 2 hours then create an incident.
2. Run the test.
3. Set the date format to dd/mm/yyyy in System Properties > Basic Configuration.
4. Run this test on 10 June, 2019.

Notice that the test execution of this activity shows 'Timer is scheduled to wake up on Sunday, October 6th, 2019' instead of Monday, June 10th, 2019. However, when the date format is changed to mm/dd/yyyy or yyyy/mm/dd, the date is calculated and displayed correctly.

Flow Designer

PRB1350546

Flow Designer

PRB1350707

1. Create and publish a subflow S2 that logs 'hello'.
2. Create and publish a subflow S1 that logs 'hello' and then calls S2.
3. Create and activate a flow F1 that calls S1.
4. Use the Test button to run F1.
5. Edit S1 so that it logs 'hello2'.
6. Edit S2 so that it logs 'hello2'.
7. Use the Test button to run F1.

Notice that the second report shows the log action of S2 as not run.

Forms and Fields

PRB1343388

Human Resources Service Management

PRB1319078

Human Resources Service Management

PRB1328897

Import / Export

PRB1332597

IntegrationHub

PRB1335010

1. In a Madrid instance, enable the plugin Azure AD spoke.
2. Create a flow.
3. Add the action 'Look Up User ID' which is provided as part of the Azure AD spoke.
4. Add an IF condition that evaluates the 'Status' choice, and verify that a list of values can be selected to evaluate the IF condition for 'Status'.
5. Activate the flow.

Notice that the list of values is no longer shown and the 'Status' variable disappears from the flow.

IntegrationHub

PRB1352558

Knowledge Management

PRB1321428

1. Create a KB article as Abel Tuter.
2. Impersonate another user who may check out the versioned article.
3. Check out the above KB article.
4. Edit the article and then publish it.
5. Reload the KB article.

   Notice that the impersonated user may 'Checkout' and 'Retire'.

6. Impersonate the author Abel Tuter again.
7. Navigate to the KB article.

Notice that Abel Tuter can only see the Checkout UI action.

Knowledge Management

PRB1331081

1. In any London instance, make sure the property glide.knowman.show_ rating_options is checked.
2. Set the property glide.knowman.show _yn_rating to 'false'.
3. View a KB article.

Notice that the Yes/No rating options of the question 'Helpful?' are visible. However, they should not be visible.

Knowledge Management

PRB1349067

KB0750750

1. Log in to a Madrid instance and set the property glide.knowman.search. show_rating to 'false'.
2. Navigate to /kb and use the search bar to search for a random keyword, for example, test.

Expected behavior: Knowledge search results should not display ratings, and the behavior should be coherent with searching from /$knowledge.do where the property is properly considered.

Actual behavior: Search ratings are displayed, and the property glide.knowman.search. show_rating is ignored.

Mobile (Classic)

PRB1347630

1. Change the following system property glide.sys.default.tz to the value 'Europe/London'.
2. Clear cache.
3. Assign an incident or wm_task to the system administrator, and set the timezone field value of the system admin sys_user record to 'System' or 'Europe/London'.
4. Log in to the ServiceNow Agent mobile app as the above system administrator, and access the above record.
5. Add a work note.

Notice that the timestamp registers as ''Europe/London' + 3 hours'. The ServiceNow Agent mobile app shows incorrect timestamps ('Europe/London' + 3hours) for activity streams when glide.sys.default.tz is set to 'Europe/London'. However, if you open the same record from desktop, the timestamp correctly shows as 'Europe/London', which is the user's current timezone in the instance.

On-call Scheduling

PRB1332150

• The number of members shows as 0 under the Shifts tab of the on-call workbench.
• If the on-call members have the 'to' and 'from' dates defined, they are unable to access the workbench.

On-call Scheduling

PRB1332169

On-call Scheduling

PRB1344916

1. Log in as the rota_admin and navigate to on-call calendars.
2. Open any group with 8-5 timings.
3. Click the primary span and provide coverage with another member in the group.
4. Provide coverage again for primary with a different user and reduce the end time 3 hours less than the actual end time of the roster.
5. Click the schedule.

Notice that both spans are created.

Performance Analytics

PRB1319617

KB0744514

Refer to the listed KB article for details.

Performance Analytics

PRB1326126

1. Navigate to a Madrid instance.
2. Create a read ACL on the pa_favorites.* table, and give access only to admin users.
3. Log in as a non-admin user.
4. Navigate to Performance Analytics > Analytics Hub.
5. Mark any of the dashboards as favorites.
6. Click any indicator.

Notice that the page opens with the 'java.lang.NullPointer Exception' error.

Persistence

PRB1312329

The following error message appears on the form: 'Syntax Error or Access Rule Violation detected by database (ORA-00934: group function is not allowed here)'.

Persistence

PRB1347889

Platform Security

PRB1322689

1. Install the com.sn_hr_lifecycle_events plugin.
2. Navigate to the role 'sn_hr_le.case_reader' and check the elevated privilege checkbox.
3. Give a user the 'sn_hr_le.case_reader' role and log in as the user.
4. Search for 'Lifecycle Event Cases View' in the navigation bar with elevating the role.

   Confirm that you do not see the module.

5. Elevate the role from the drop-down list shown under the profile name on the top-right corner.
6. Search for 'Lifecycle Event Cases View' again.

   Notice that it shows the module now.

7. Click the module.

Notice that the 'Sorry' form appears.

Project Management

PRB1334827

Project Portfolio Management

PRB1319724

1. On an instance with PPM with Financials, make sure to have an FY19 forecast period open, such as FY19-M07.
2. Create a project.
3. Create a cost plan for the project.
4. Set the start and end periods to 'FY19-M01 to FY19-M12'.
5. Set the value of the cost plan to 120.000 and get the 10.000 per month breakdown.
6. Create an expense line with the following settings:
   1. Set the value to 2.000.
   2. Set the date to 2018-04-01 and the processed date to 2018-04-01 12:00:00.
   3. Set the state to processed.
   4. Set the cost plan to the one created before.
7. Save.
8. On the project form, click the 'Calculate Estimate at Completion' related link.

   Notice that the forecast amount is changed by the same amount as the expense line created.

9. Create an expense line with the same definitions but leave the cost plan empty.
10. Repeat the 'Calculate Estimate at Completion' process on the project form.

Notice that the actuals are updated but the forecast is not.

Project Portfolio Management

PRB1331444

Project Portfolio Management

PRB1342929

Service Catalog: Service Portal Widgets

PRB1326755

Service Catalog: Service Portal Widgets

PRB1353010

1. On the incident form, add the 'Incident Variable Editor' UI macro on the form layout.
2. Navigate to the sc_cat_item_producer table.
3. Open the entry for 'Create Incident'.
4. Create a multi-row variable set on this.
5. Create a date variable on the variable set.
6. Change the system date preference to dd/MM/yyyy.
7. Navigate to Service Portal and open the 'Create Incident'.
8. Select the date as any future date or past date but not today's date.
9. Submit the record producer.
10. Come to the native UI and search for the incident.

Notice that the date variable is showing today's date.

Service Mapping

PRB1344266

Software Asset Management Professional

PRB1321690

Software Asset Management Professional

PRB1344604

Software Asset Management Professional

PRB1350940

Usage Analytics

PRB1345306

User Experience Engineering

PRB1208852

KB0752346

Refer to the listed KB article for details.

VA-Web Client

PRB1329420

Virtual Agent Platform

PRB1352889

Visual Task Boards

PRB1317427

1. Update the property glide.ui.create_ task_type_option_list with incident and problem values.
2. From the data driven board, open any record.
3. Under the checklist, create a checklist item.
4. From this checklist item, create a task (problem/incident).

For example, an ITIL user does not have the access to create a problem, and only has the read and write access to the problem. If the ITIL user tries to create a problem/problem task from the checklist, the problem should not be visible to the ITIL user as the user does not have the create access. However, in this case, the ITIL user is able to see the Problem option but not able to create one.