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    Home Madrid Release Notes Madrid release notes Available patches and hotfixes Madrid Patch 7

    Madrid Patch 7

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    Madrid Patch 7

    The Madrid Patch 7 release contains important problem fixes.

    Madrid Patch 7 was released on September 10, 2019.
    Build date: 09-06-2019_0925
    Build tag: glide-madrid-12-18-2018__patch7-08-21-2019
    Important: For more information about how to upgrade an instance, see Upgrade to Madrid.

    For more information about the release cycle, see the ServiceNow Release Cycle.

    Note: This version is approved for FedRAMP. The following products are not approved for FedRAMP in Madrid: Document Viewer, and ServiceNow mobile.

    For a downloadable, sortable version of the fixed problems in this patch, click here.

    Overview

    Madrid Patch 7 includes 67 PRBs fixed in various problem categories. The chart below shows the top 10 problem categories.

    Figure 1. Top 10 problem categories
    Fixed issues grouped by problem categories bar chart

    Security-related fixes

    Madrid Patch 7 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 Madrid Patch 7, refer to KB0760440.

    Changes in Madrid Patch 7

    Network discovery
    The following Network Discovery property has been added: BGP Router Exploration Disable.

    Notable fixes

    The following problems and their fixes are ordered by potential impact to customers, starting with the most significant fixes.
    Problem Short description Description Steps to reproduce

    Reporting

    PRB1204046

    KB0656974

    Accessing a public report of the type 'List' deletes the default record of the report table from sys_ui_list, causing the default list to revert to its system-generated version Accessing the results of a public report from the type 'List' causes the default record from the sys_ui_list table to be deleted. Any list layout configured by the administrator is lost.
    1. Clear the instance cache.
    2. Type sys_ui_list_list.do in the Filter navigator and confirm there is a list for the incident table.
    3. Navigate to Reports > View/Run > Create a Report.
    4. Create a public report from the incident table with the type 'List'.
    5. Click Save and expand the drop-down list next to 'Save'.
    6. Click Publish and Copy Public URL.
    7. Open an incognito window outside of your active sessions to view the URL copied in the previous step.
    8. Refresh the task list from Step 2.

    Notice that the list is no longer there.

    Reporting

    PRB1332175

    Thin columns appear in column, trend, and bar reports, which makes them difficult to use and prevents the ability to drill into the data

    Forms and Fields

    PRB1328635

    KB0750504

    JavaScript compiler exception error in logs when accessing the Incident form Users experience general platform slowness. Error messages are generated in logs for the file element_reference _read_write.xml that state: '*** WARNING *** Javascript compiler exception: missing name after . operator'.
    1. Log in to a Madrid instance.
    2. Type incident.do in the Filter navigator and press enter.
    3. Check the logs.

    Mobile Studio (non-classic)

    PRB1329500

    KB0759212

    Adding the related list item causes the screen to go white and not load

    Refer to the listed KB article for details.

    Core Platform

    PRB1347534

    Attaching files via the attachment API results in the file descriptor leak leading to the node crash Attaching files via the attachment API results in the file descriptor leak and 'Too many open files' exceptions.

    All other fixes

    Problem Short description Description Steps to reproduce

    Advanced Work Assignment

    PRB1356492

    The end user in the child domain is not able to find available agents in the parent domain Users in child domains cannot initiate support conversations with agents in parent domains in AWA because the system cannot find available agents.
    1. Install the Virtual Agent Client, Domain Support, and Advanced Work Assignment plugins.
    2. Set up two users where the workspace chat agent is in the parent domain of the end user who will start the chat.

      For example, 'Service Desk Agent 1' is in the TOP/MSP domain and 'Customer A End User' is in the 'TOP/MSP/Default' domain.

    3. Set up the AWA chat service channel and make sure that the agent is in the correct assignment group.
    4. As the agent, log in and make yourself available for the chat in Agent Workspace.
    5. As the end user, navigate to the VA web client in the portal.
    6. Click the three dots, and then choose Contact support.

    Expected behavior: You should see the option to live chat with the agent.

    Actual behavior: You see 'No Chat Agents Currently Available'.

    Agent Workspace

    PRB1332000

    Templates are not working properly with respect to roles and groups

    Agent Workspace

    PRB1352958

    The choice field is resetting to the default value

    Pre-requisites:

    1. Add the following fields to the Incident form 'workspace' view:
      1. Field 1:
        • Type: Choice
        • Add two choices and make the first one default.
      2. Field 2:
        • Type: HTML
    2. Create a Before update business rule with the following script:
      (function executeRule(current, previous /*null when async*/) {
      
      // Add your code here
      var message = ''+current.u_html_field +''; current.work_notes = message; 
      current.u_choice_field = 'Choice1';})(current, previous);

    Steps to reproduce:

    1. Navigate to Agent Workspace.
    2. Open any incident.
    3. Change the choice to 'Choice2'.
    4. Add text to the HTML field.
    5. Click Save.

      The activity will be updated with the HTML field text.

    6. Change the choice to 'Choice2' again.
    7. Try to change the HTML text.

    Notice that the choice is reset to 'Choice1' on changing the HTML field value.

    Automated Test Framework

    PRB1351437

    Navigating to a page with a form control whose name is 'action' causes the next step to error A test that navigates to a page with a form control whose name is 'action' causes the next step to error with the message 'formList[i].action.indexOf is not a function'. Some platform pages, such as the various properties pages (system_ properties_ui.do), have such controls.
    1. Create a test.
    2. Create a Navigate to Module step that navigates to 'Automated Test Framework > Properties'.
    3. Create an Open a new form step on any table.
    4. Run the test.

    Notice that the Open a new form step errors out.

    Change Management

    PRB1351082

    Approvals are not generated on Change Management when the language of the user is a language other than English Change approval policies do not work if the user sets the language to any language other than English.

    Change Management

    PRB1354803

    The change approval policy for the field type 'List' is not working when more than one user is selected
    1. Create a field of the type 'List' on the table cmdb_ci.
    2. Make sure that a CI has multiple users selected for this new field.
    3. For the 'Assess Technical Approvals' decision, make sure for the answer, 'approval action' is 'add a user approval'.
    4. For the user field, dot-walk from the selected CI on the change_request to this new field of the type 'List'.
    5. Submit the change request with the CI with multiple users selected on the new field.

    When the workflow gets to the change approval policy, only the first user of the field is picked up. However, all users in the field should be picked up for approvals.

    Cloud Management Application

    PRB1342475

    Semaphore exhausted and high instance response time due to the frequent execution of the job 'Fill in tag assignments'

    Cloud Management Application

    PRB1351277

    KB0753075

    Inaccurate reports cause the cloud billing to not set the cost field properly The following two issues have been observed:
    • When the Azure instance_id ends with '/', some costs are not assigned to the owner.
    • When the locale is different from the system default, the cost and usage quantity fields are incorrectly filled.

    Reproduce Issue 1

    1. Create a schedule that pulls azure billing data.
    2. Find some instance_ids that are ending with '/'.
    3. Modify the query accordingly to validate the data.

    Reproduce Issue 2

    1. Change the system locale to NL.nl.
    2. Pull either AWS or azure billing data.
    3. Compare the cost with the cost which was downloaded by the system locale.

    Configuration Management Database (CMDB)

    PRB1345483

    The CI relationship formatter does not show some relationships There are relationships for the IP switch in the 'cmdb_rel_ci' table, but the relationship formatter is not showing them.

    Configuration Management Database (CMDB)

    PRB1349901

    The baseline shows more changes than it should The CMDB baseline difference list shows more changes than it should.

    Configuration Management Database (CMDB)

    PRB1353640

    Slow network adapter queries

    Core Platform

    PRB1359507

    The default expiry date for sys_user_delegate is set to 01/01/2020

    CSM Communities

    PRB1324586

    When creating an event within the Community, if the date format is not yyyy-MM-dd, an 'invalid date' message appears after the user selects the start date
    1. Activate the Communities plugin.
    2. Impersonate the user 'System Administrator'.
    3. Navigate to User Menu > Profile.
    4. Set the date format to a format that is not yyyy-MM-dd.
    5. Save.
    6. Navigate to /community?id=community_create_event.
    7. Scroll down to the Date and time section.
    8. Click the start date and select a future date value.

    Notice that the field value is changed to 'Invalid date'.

    Note: When changing the system default and user profile setting to match dd-MM-yyyy, the same issue occurs.

    CSM Communities

    PRB1349990

    'Display Name' is not captured and should be a mandatory field in the Community profile If users do not fill out the Name field in the sys_user record, 'Display Name' is not captured in the Community profile and users can submit the profile without providing the display name.

    Customer Service Management

    PRB1349021

    Duplicate sys_property files in the Customer Service plugin

    Customer Service Management

    PRB1349080

    No usage metrics tracking on CSM Agent Workspace

    Customer Service Management

    PRB1354382

    Special handling notes are not fully displayed in Agent Workspace in the IE browser
    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 using the IE browser and create a case/open the case assigned to the handling note.

    Notice that the handling note is not fully visible, and the dismiss UI action disappears.

    Customer Service Management

    PRB1356826

    Contextual search results are not showing for CSM portal users

    Discovery

    PRB1319014

    The vCenter discovery creates related records even when the creation of CI record fails The discovery of data for ESX servers fails. The creation of the ESX record fails at the database level.

    Discovery

    PRB1322217

    The vCenter event collector does not update the status if there is an issue between the MID and the vCenter (and the MID is still up)
    1. Set up a vCenter event collector for a specific MID to connect to a vCenter and start the collector.
    2. Perform an activity that will cause the MID to disconnect from the vCenter without shutting down the MID Server, for example, shut down the vCenter server, kill the event collector thread.

    Notice that while the MID is trying to be reconnected to the vCenter, the event collector still shows 'Started'.

    Discovery

    PRB1348746

    KB0754866

    The 'SNMP - Routing' probe launched for BGP routers causes out of memory errors on the MID Server Refer to Network discovery for more information. Run discovery on any BGP router and see that 'SNMP - routing' is being triggered.

    Discovery

    PRB1353193

    The business rule 'Initialize Cloud Resources Count' uses references for non-existing tables cloud_ resources_service_type _map and discovery_ cloud_results After running Cloud Resource Discovery, errors appear in the system logs.

    Discovery

    PRB1353490

    The Discovery sensor getCMDBCI() returning null could have bad downstream implications The Discovery sensor getCMDBCI() is returning null, which causes insufficient queries.

    Discovery

    PRB1357296

    Updated MID script files are not synched to the MID Server

    Edge Encryption

    PRB1359055

    KB0761147

    Users are unable to pull up certain records on Service Portal after upgrading to Madrid If an Edge encrypted field contains special characters, it might not be possible to open the record when viewing it through Service Portal.

    Refer to the listed KB article for details.

    Graph API

    PRB1354873

    GraphQL $$parent$$ notation to access outer parent objects is not thread-safe

    Currently in GraphQL, references to parent objects can be shared among more than one thread when multiple GraphQL queries using the $$parent$$ notation are sent in parallel. They share the same parent context when they should each have their own.

    If one (usually large) request containing the outer parent object reference is made and another is kicked off while the first one is still running, the second one shares the same parent object reference as the first. This means that when the first one completes and it calls clearParent(), thread two's reference to this object is gone and an exception is thrown.

    Guided Tours

    PRB1324576

    When creating an HR Payroll case, the tour in the standard UI fails while playing

    Guided Tours

    PRB1353494

    In the guided tour, starting on the Targeted communication - recipient lists page cannot be created and an error is thrown
    1. In Madrid, make sure the Targeted Communications (sn_publications) plugin is active.
    2. Navigate to Guided Tours > Create Tour.
    3. On the page that shows up, fill in any name for the tour.
    4. Keep the tour type as Standard UI.
    5. In the Starting Page field, type in Recipients List and select the page with the name sn_publications_recipients_list_list.do.
    6. Click Create tour.

    Notice that the tour is not created and the following error is shown on the screen: 'The Application page name you entered is not valid. Enter a valid page name.'

    Human Resources Service Management

    PRB1329431

    For the HR SuccessFactors REST department integration, the pagination does not work as expected When trying to synch departments from SuccessFactors using the REST integration, the pagination is not working. The logs display 'Response has more data false' even though the settings are correct.

    Knowledge Management

    PRB1338348

    The outdated article version shows even if the published version has user criteria
    1. Install the plugins Advanced Knowledge and Knowledge Service Portal.
    2. Create a user criteria 'ITIL Users' with just the role ITIL.
    3. Create a knowledge base:
      • Name: PublicKB
      • Owner: Abel Tuter, Instant publish and retire
      • Can Read: empty
      • Can Contribute: 'ITIL Users'
    4. Create an article in this knowledge base:
      • Short description: Access Test
      • Article body: First version for everyone
    5. Publish the article.
    6. Open the article and check out.
    7. Add 'ITIL Users' to the Can Read field and change the article body to 'Second version for ITIL users only'.
    8. Navigate to the knowledge portal.
    9. Open the article and click Copy Permalink.
    10. Impersonate a user without the ITIL role (an snc_internal user will do).
    11. Open the permalink copied.

    Notice that it displays the first version of the article, which is outdated, even if the published version has user criteria.

    Knowledge Management

    PRB1353174

    The default expiry date for KB articles is set to 01/01/2020, and articles will expire on this date and not be searchable if it is not updated The valid_to field on knowledge articles and templates used to have a default value of '01/01/2020'. To avoid articles getting expired after 01/01/2020, this fix will only update the articles that have a valid_to date of 01/01/2020 to have a new value of 01/01/2100. Articles where users have changed the valid_to date from the default value of 01/01/2020 will not be updated.

    Knowledge Management

    PRB1359504

    Whenever a new knowledge submission is created, the valid_to is defaulted to 01/01/2020 The default value of the valid_to field on knowledge submissions used to be '01/01/2020'. After this fix, the default value of valid_to will be changed to '01/01/2100'.

    Language and Translations

    PRB1332109

    The Service Catalog variable does not translate 'Yes/No'

    MID Server

    PRB1339658

    KB0751601

    The MID Server response time varies because of the AMB Java client AMB client will disconnect after 60 seconds, resulting in delayed processing of outbound jobs in the ECC queue.
    1. Stop the creation of any ecc_queue outputs for the MID Server for a few minutes so that the AMB client will time out.
    2. Create an ecc_queue output record for the MID Server.

      Note that it may take a while for the MID Server to process the output. The MID Server polling will pick up the output and trigger the AMB client to reconnect.

    3. Review the MID Server logs.

    Notice that the AMB client reconnected, and the ecc_queue output should be picked up right away.

    Password Reset Application

    PRB1350113

    Users do not see their email on the verification page and do not get the notification email once the Send Verification Code button is clicked

    Password Reset Application

    PRB1350889

    Remove the log statements in the demo data for the validation script

    Performance Analytics

    PRB1345423

    In Madrid, on the Workbench widgets, if the label of a widget indicator is long, it will run into the label of the next widget indicator
    1. Navigate to Performance Analytics > Dashboards.
    2. Open the 'Open Incidents Age Monitor' dashboard.
    3. Click the configuration icon.
    4. On the widget, click the edit content icon (the pencil shaped icon).
    5. Open the '0 - 1 day' main widget indicator.
    6. Open the 'Average age' supporting widget indicator.
    7. Change the label to something lengthy.
    8. Click Update, and then return to the dashboard.

    Notice that the label runs into the next indicator label.

    Persistence

    PRB1353827

    ElementDescriptorData objects are not deduplicated as expected The TableDescriptorCache memory usage may be higher than expected because the ElementDescriptorData deduplication is not working correctly.

    Project Management

    PRB1353935

    The date calculation is incorrect around DST change dates
    1. Create a project start date, for example, 1-Mar-2019.
    2. Create the start on the project task.
    3. Change the date to 5-Mar-2019.

    Notice that the duration is incorrect as you tab out of the date field. Further changing the date also makes the end date incorrect.

    Resource Management

    PRB1343180

    When a change request is assigned to an agile group with a resource plan, the change request displays in the allocation workbench causing unexpected results When a change request is assigned to an agile group with a resource plan, the change request shows up in the allocation workbench. This causes the resources under the change request in the workbench to not show when clicking the drop-down along with the change disappearing when clicking the button to show/hide the Planning state.

    Security Access Control Lists

    PRB1356040

    When the slowdown occurs, AllTermsCache can cause excessive flushing due to multiple threads loading the cache concurrently When the system is slow enough, the AllTermsCache JVM lock expires and multiple threads end up loading the cache concurrently.

    Service Catalog

    PRB1323474

    In the variable editor, g_form.elements returns each catalog item variable twice

    Service Catalog

    PRB1324394

    The variable in the catalog item is behaving differently than the variable in the order guide
    1. Create a catalog item.
    2. Create a variable with the type 'Multiple choice' and the name 'you_are'.
    3. Create two question choices, namely 'add' and 'remove'.
    4. Create an order guide.
    5. Create a variable in the order guide of the type 'Select box' and the name 'you_are'.
    6. Check the Cascade Variables checkbox.
    7. Create three question choices, namely 'add', 'remove', and 'change'.
    8. Create a variable and a rule base such that once checked, it will open the catalog item.
    9. Click Try It in the order guide.
    10. In the new window, select 'change' in the drop-down list, and then click Choose Options.

      You will see the third variable 'change', which does not exist in the catalog item.

    11. Navigate to the catalog item and click Try It.

      Notice that there are three options, however, only two choices are defined.

    12. Perform cache.do.

    Notice that it works fine again.

    Service Catalog

    PRB1327125

    When there is an empty multi-row variable set, the Catalog Task form breaks if the reference icon of the Requested Item field is clicked

    When users click the reference icon of the Requested Item field, the following error is thrown in the console: 'Uncaught TypeError: Cannot set property 'disabled' of null'.

    This issue happens only when:
    • There is more than one multi-row variable set associated with the catalog item. And while ordering, both variable sets are empty and only one variable set is displayed on the catalog task variable editor.
    • The reference icon of the Requested Item field is clicked. Other reference fields are working as expected.
    1. Create the following two multi-row variable sets on any catalog item:
      1. MultiRow Variable Set 1: MultiRow A, then create two variables: Variable A1 (Single Line Text), Variable A2 (Single Line Text)
      2. MultiRow Variable Set 2: MultiRow B, then create two variables: Variable B1 (Single Line Text), Variable B2 (Single Line Text)
    2. On the workflow associated with the selected catalog item, add the variables from MultiRow A (Variables A1 and A2) to the 'catalog task' workflow activity so that only one multi-row variable set is displayed in the 'sc_task' form.
    3. Order the item and make sure both multi-row variable sets are empty.
    4. Open the catalog task and verify that MultiRow A is in the variable editor.
    5. Click the reference icon of the Requested Item field.

    Expected behavior: The RITM record should be shown in the pop-up window.

    Actual behavior: The form is broken. The error 'Uncaught TypeError: Cannot set property 'disabled' of null' shows in the browser console.

    Service Catalog

    PRB1332469

    Default variable values are not copied over to RITM Default variable values are not copied over when adding an item to an existing request using the GlideappCalculationHelper API.

    Service Mapping

    PRB1354290

    The Services Tree lazy loading stops working resulting in high memory consumption The Services Tree lazy loading stops working resulting in high memory consumption on the maps screen and maybe also on the Event Management dashboard screen.

    Service Mapping

    PRB1354901

    Discovery errors appear in the getMap call in the Event Management mode, causing unexpected layout in the UI

    Service Portal

    PRB1347030

    The spEditableField reference field modal closes unexpectedly when 'X' is clicked to clear the value, and the value does not get cleared When using Chrome version 74, in Service Portal, the text box of the reference field on the user profile page disappears when users clear the value of the field.
    1. Log in to an instance using Chrome version 74.
    2. Navigate to the 'sys_user' table and open any record.
    3. Click the icon 'Additional Actions' (the three parallel lines on the top-left corner).
    4. Navigate to View > Service Portal.
    5. Right-click the form header.
    6. Navigate to Configure > Form Layout.
    7. Create a reference field:
      • Name: test
      • Type: Reference
      • Table to reference: Incident
    8. Save.
    9. Select a record in the above reference field and save the record.
    10. Navigate to Service Portal.
    11. Click your name and navigate to Profile.
    12. Click the 'test' field just created.
    13. Clear the value by clicking the 'X' icon.

    Notice that the text box disappears and users cannot select any value.

    Note: This issue is not reproducible in Chrome version 72.

    Service Portal

    PRB1350485

    Using a login menu item on a public homepage that links to a landing page does not redirect to the correct homepage

    Software Asset Management Professional

    PRB1353085

    Modify the redirect route of samp_license_ workbench_redirect to samp_ license_workbench _redirect.do

    Software Asset Management Professional

    PRB1353791

    The 'Subscription Reclaimed Candidates' indicator has the filter 'Created on This year', which should be 'Closed on This year' Under the Additional conditions tab, the 'Subscription Reclaimed Candidates' indicator has the filter 'Created on This year', which should be 'Closed on This year'.

    Software Asset Management Professional

    PRB1353853

    Business rule in the subscription table causes an exception when a subscription record does not have a software model

    Transaction and Session Management

    PRB1326703

    The semaphore/session wait times are logged incorrectly for transactions that are blocked on the session after the London upgrade The semaphore wait time is very high and is equal to the time the transaction is waiting to claim the session, while the session wait time is very low. However, the session wait time should be high and the semaphore wait time should be low.

    Upgrade Engine Issues

    PRB1353652

    Some upgrades fail to process base instance apps due to a permission denied error After the upgrade, not all the base instance apps are upgraded to the newest version.

    Usage Analytics

    PRB1352350

    Per-User subscriptions need to display a message indicating that the user should allocate users to Per-User subscriptions

    Usage Analytics

    PRB1352539

    Usage Analytics calls fail with status code 2 and do not persist outbound usage data on the instance since the stream is blocked Several outbound usage tracking calls fail on the instances with the following: Usage Analytics send failed due to status: 2.

    Virtual Agent Platform

    PRB1343420

    Unable to see the shared case when KB numbers are sent by the live agent on adapters for Connect Support and Agent Workspace
    1. Start a chat using Facebook Messenger, and the fulfiller is Workspace.
    2. Start a chat with a live agent.
    3. Let the agent share a case.

    Notice that the agent is able to see a card view of the case on Workspace, but the requester on Facebook Messenger is unable to see the case number shared.

    Virtual Agent Platform

    PRB1352934

    AMB clients should not resume conversations started on adapters

    Web Services

    PRB1353971

    Attaching a knowledge article to a case does not work in Agent Workspace with the custom URL Users cannot attach a knowledge article to a case (or any other record). Clicking the Attach button does not cause any action.
    1. Access an instance via the custom URL.
    2. Open a case in Agent Workspace.
    3. Click Agent Assist to show related knowledge articles.
    4. Click the three dots icon and then click Attach.

    Expected behavior: The article is attached to the case.

    Actual behavior: Nothing happens.

    Workflow

    PRB1351107

    Remove unnecessary log messages

    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.

    • Madrid Patch 6 Hotfix 1
    • Madrid Patch 6
    • Madrid Patch 5
    • Madrid Patch 4b Hotfix 1
    • Madrid Patch 4b
    • Madrid Patch 4
    • Madrid Patch 3
    • Madrid Patch 2
    • Madrid Patch 1
    • Madrid security and notable fixes
    • All other Madrid fixes

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      Madrid Patch 7

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      Madrid Patch 7

      The Madrid Patch 7 release contains important problem fixes.

      Madrid Patch 7 was released on September 10, 2019.
      Build date: 09-06-2019_0925
      Build tag: glide-madrid-12-18-2018__patch7-08-21-2019
      Important: For more information about how to upgrade an instance, see Upgrade to Madrid.

      For more information about the release cycle, see the ServiceNow Release Cycle.

      Note: This version is approved for FedRAMP. The following products are not approved for FedRAMP in Madrid: Document Viewer, and ServiceNow mobile.

      For a downloadable, sortable version of the fixed problems in this patch, click here.

      Overview

      Madrid Patch 7 includes 67 PRBs fixed in various problem categories. The chart below shows the top 10 problem categories.

      Figure 1. Top 10 problem categories
      Fixed issues grouped by problem categories bar chart

      Security-related fixes

      Madrid Patch 7 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 Madrid Patch 7, refer to KB0760440.

      Changes in Madrid Patch 7

      Network discovery
      The following Network Discovery property has been added: BGP Router Exploration Disable.

      Notable fixes

      The following problems and their fixes are ordered by potential impact to customers, starting with the most significant fixes.
      Problem Short description Description Steps to reproduce

      Reporting

      PRB1204046

      KB0656974

      Accessing a public report of the type 'List' deletes the default record of the report table from sys_ui_list, causing the default list to revert to its system-generated version Accessing the results of a public report from the type 'List' causes the default record from the sys_ui_list table to be deleted. Any list layout configured by the administrator is lost.
      1. Clear the instance cache.
      2. Type sys_ui_list_list.do in the Filter navigator and confirm there is a list for the incident table.
      3. Navigate to Reports > View/Run > Create a Report.
      4. Create a public report from the incident table with the type 'List'.
      5. Click Save and expand the drop-down list next to 'Save'.
      6. Click Publish and Copy Public URL.
      7. Open an incognito window outside of your active sessions to view the URL copied in the previous step.
      8. Refresh the task list from Step 2.

      Notice that the list is no longer there.

      Reporting

      PRB1332175

      Thin columns appear in column, trend, and bar reports, which makes them difficult to use and prevents the ability to drill into the data

      Forms and Fields

      PRB1328635

      KB0750504

      JavaScript compiler exception error in logs when accessing the Incident form Users experience general platform slowness. Error messages are generated in logs for the file element_reference _read_write.xml that state: '*** WARNING *** Javascript compiler exception: missing name after . operator'.
      1. Log in to a Madrid instance.
      2. Type incident.do in the Filter navigator and press enter.
      3. Check the logs.

      Mobile Studio (non-classic)

      PRB1329500

      KB0759212

      Adding the related list item causes the screen to go white and not load

      Refer to the listed KB article for details.

      Core Platform

      PRB1347534

      Attaching files via the attachment API results in the file descriptor leak leading to the node crash Attaching files via the attachment API results in the file descriptor leak and 'Too many open files' exceptions.

      All other fixes

      Problem Short description Description Steps to reproduce

      Advanced Work Assignment

      PRB1356492

      The end user in the child domain is not able to find available agents in the parent domain Users in child domains cannot initiate support conversations with agents in parent domains in AWA because the system cannot find available agents.
      1. Install the Virtual Agent Client, Domain Support, and Advanced Work Assignment plugins.
      2. Set up two users where the workspace chat agent is in the parent domain of the end user who will start the chat.

        For example, 'Service Desk Agent 1' is in the TOP/MSP domain and 'Customer A End User' is in the 'TOP/MSP/Default' domain.

      3. Set up the AWA chat service channel and make sure that the agent is in the correct assignment group.
      4. As the agent, log in and make yourself available for the chat in Agent Workspace.
      5. As the end user, navigate to the VA web client in the portal.
      6. Click the three dots, and then choose Contact support.

      Expected behavior: You should see the option to live chat with the agent.

      Actual behavior: You see 'No Chat Agents Currently Available'.

      Agent Workspace

      PRB1332000

      Templates are not working properly with respect to roles and groups

      Agent Workspace

      PRB1352958

      The choice field is resetting to the default value

      Pre-requisites:

      1. Add the following fields to the Incident form 'workspace' view:
        1. Field 1:
          • Type: Choice
          • Add two choices and make the first one default.
        2. Field 2:
          • Type: HTML
      2. Create a Before update business rule with the following script:
        (function executeRule(current, previous /*null when async*/) {
        
        // Add your code here
        var message = ''+current.u_html_field +''; current.work_notes = message; 
        current.u_choice_field = 'Choice1';})(current, previous);

      Steps to reproduce:

      1. Navigate to Agent Workspace.
      2. Open any incident.
      3. Change the choice to 'Choice2'.
      4. Add text to the HTML field.
      5. Click Save.

        The activity will be updated with the HTML field text.

      6. Change the choice to 'Choice2' again.
      7. Try to change the HTML text.

      Notice that the choice is reset to 'Choice1' on changing the HTML field value.

      Automated Test Framework

      PRB1351437

      Navigating to a page with a form control whose name is 'action' causes the next step to error A test that navigates to a page with a form control whose name is 'action' causes the next step to error with the message 'formList[i].action.indexOf is not a function'. Some platform pages, such as the various properties pages (system_ properties_ui.do), have such controls.
      1. Create a test.
      2. Create a Navigate to Module step that navigates to 'Automated Test Framework > Properties'.
      3. Create an Open a new form step on any table.
      4. Run the test.

      Notice that the Open a new form step errors out.

      Change Management

      PRB1351082

      Approvals are not generated on Change Management when the language of the user is a language other than English Change approval policies do not work if the user sets the language to any language other than English.

      Change Management

      PRB1354803

      The change approval policy for the field type 'List' is not working when more than one user is selected
      1. Create a field of the type 'List' on the table cmdb_ci.
      2. Make sure that a CI has multiple users selected for this new field.
      3. For the 'Assess Technical Approvals' decision, make sure for the answer, 'approval action' is 'add a user approval'.
      4. For the user field, dot-walk from the selected CI on the change_request to this new field of the type 'List'.
      5. Submit the change request with the CI with multiple users selected on the new field.

      When the workflow gets to the change approval policy, only the first user of the field is picked up. However, all users in the field should be picked up for approvals.

      Cloud Management Application

      PRB1342475

      Semaphore exhausted and high instance response time due to the frequent execution of the job 'Fill in tag assignments'

      Cloud Management Application

      PRB1351277

      KB0753075

      Inaccurate reports cause the cloud billing to not set the cost field properly The following two issues have been observed:
      • When the Azure instance_id ends with '/', some costs are not assigned to the owner.
      • When the locale is different from the system default, the cost and usage quantity fields are incorrectly filled.

      Reproduce Issue 1

      1. Create a schedule that pulls azure billing data.
      2. Find some instance_ids that are ending with '/'.
      3. Modify the query accordingly to validate the data.

      Reproduce Issue 2

      1. Change the system locale to NL.nl.
      2. Pull either AWS or azure billing data.
      3. Compare the cost with the cost which was downloaded by the system locale.

      Configuration Management Database (CMDB)

      PRB1345483

      The CI relationship formatter does not show some relationships There are relationships for the IP switch in the 'cmdb_rel_ci' table, but the relationship formatter is not showing them.

      Configuration Management Database (CMDB)

      PRB1349901

      The baseline shows more changes than it should The CMDB baseline difference list shows more changes than it should.

      Configuration Management Database (CMDB)

      PRB1353640

      Slow network adapter queries

      Core Platform

      PRB1359507

      The default expiry date for sys_user_delegate is set to 01/01/2020

      CSM Communities

      PRB1324586

      When creating an event within the Community, if the date format is not yyyy-MM-dd, an 'invalid date' message appears after the user selects the start date
      1. Activate the Communities plugin.
      2. Impersonate the user 'System Administrator'.
      3. Navigate to User Menu > Profile.
      4. Set the date format to a format that is not yyyy-MM-dd.
      5. Save.
      6. Navigate to /community?id=community_create_event.
      7. Scroll down to the Date and time section.
      8. Click the start date and select a future date value.

      Notice that the field value is changed to 'Invalid date'.

      Note: When changing the system default and user profile setting to match dd-MM-yyyy, the same issue occurs.

      CSM Communities

      PRB1349990

      'Display Name' is not captured and should be a mandatory field in the Community profile If users do not fill out the Name field in the sys_user record, 'Display Name' is not captured in the Community profile and users can submit the profile without providing the display name.

      Customer Service Management

      PRB1349021

      Duplicate sys_property files in the Customer Service plugin

      Customer Service Management

      PRB1349080

      No usage metrics tracking on CSM Agent Workspace

      Customer Service Management

      PRB1354382

      Special handling notes are not fully displayed in Agent Workspace in the IE browser
      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 using the IE browser and create a case/open the case assigned to the handling note.

      Notice that the handling note is not fully visible, and the dismiss UI action disappears.

      Customer Service Management

      PRB1356826

      Contextual search results are not showing for CSM portal users

      Discovery

      PRB1319014

      The vCenter discovery creates related records even when the creation of CI record fails The discovery of data for ESX servers fails. The creation of the ESX record fails at the database level.

      Discovery

      PRB1322217

      The vCenter event collector does not update the status if there is an issue between the MID and the vCenter (and the MID is still up)
      1. Set up a vCenter event collector for a specific MID to connect to a vCenter and start the collector.
      2. Perform an activity that will cause the MID to disconnect from the vCenter without shutting down the MID Server, for example, shut down the vCenter server, kill the event collector thread.

      Notice that while the MID is trying to be reconnected to the vCenter, the event collector still shows 'Started'.

      Discovery

      PRB1348746

      KB0754866

      The 'SNMP - Routing' probe launched for BGP routers causes out of memory errors on the MID Server Refer to Network discovery for more information. Run discovery on any BGP router and see that 'SNMP - routing' is being triggered.

      Discovery

      PRB1353193

      The business rule 'Initialize Cloud Resources Count' uses references for non-existing tables cloud_ resources_service_type _map and discovery_ cloud_results After running Cloud Resource Discovery, errors appear in the system logs.

      Discovery

      PRB1353490

      The Discovery sensor getCMDBCI() returning null could have bad downstream implications The Discovery sensor getCMDBCI() is returning null, which causes insufficient queries.

      Discovery

      PRB1357296

      Updated MID script files are not synched to the MID Server

      Edge Encryption

      PRB1359055

      KB0761147

      Users are unable to pull up certain records on Service Portal after upgrading to Madrid If an Edge encrypted field contains special characters, it might not be possible to open the record when viewing it through Service Portal.

      Refer to the listed KB article for details.

      Graph API

      PRB1354873

      GraphQL $$parent$$ notation to access outer parent objects is not thread-safe

      Currently in GraphQL, references to parent objects can be shared among more than one thread when multiple GraphQL queries using the $$parent$$ notation are sent in parallel. They share the same parent context when they should each have their own.

      If one (usually large) request containing the outer parent object reference is made and another is kicked off while the first one is still running, the second one shares the same parent object reference as the first. This means that when the first one completes and it calls clearParent(), thread two's reference to this object is gone and an exception is thrown.

      Guided Tours

      PRB1324576

      When creating an HR Payroll case, the tour in the standard UI fails while playing

      Guided Tours

      PRB1353494

      In the guided tour, starting on the Targeted communication - recipient lists page cannot be created and an error is thrown
      1. In Madrid, make sure the Targeted Communications (sn_publications) plugin is active.
      2. Navigate to Guided Tours > Create Tour.
      3. On the page that shows up, fill in any name for the tour.
      4. Keep the tour type as Standard UI.
      5. In the Starting Page field, type in Recipients List and select the page with the name sn_publications_recipients_list_list.do.
      6. Click Create tour.

      Notice that the tour is not created and the following error is shown on the screen: 'The Application page name you entered is not valid. Enter a valid page name.'

      Human Resources Service Management

      PRB1329431

      For the HR SuccessFactors REST department integration, the pagination does not work as expected When trying to synch departments from SuccessFactors using the REST integration, the pagination is not working. The logs display 'Response has more data false' even though the settings are correct.

      Knowledge Management

      PRB1338348

      The outdated article version shows even if the published version has user criteria
      1. Install the plugins Advanced Knowledge and Knowledge Service Portal.
      2. Create a user criteria 'ITIL Users' with just the role ITIL.
      3. Create a knowledge base:
        • Name: PublicKB
        • Owner: Abel Tuter, Instant publish and retire
        • Can Read: empty
        • Can Contribute: 'ITIL Users'
      4. Create an article in this knowledge base:
        • Short description: Access Test
        • Article body: First version for everyone
      5. Publish the article.
      6. Open the article and check out.
      7. Add 'ITIL Users' to the Can Read field and change the article body to 'Second version for ITIL users only'.
      8. Navigate to the knowledge portal.
      9. Open the article and click Copy Permalink.
      10. Impersonate a user without the ITIL role (an snc_internal user will do).
      11. Open the permalink copied.

      Notice that it displays the first version of the article, which is outdated, even if the published version has user criteria.

      Knowledge Management

      PRB1353174

      The default expiry date for KB articles is set to 01/01/2020, and articles will expire on this date and not be searchable if it is not updated The valid_to field on knowledge articles and templates used to have a default value of '01/01/2020'. To avoid articles getting expired after 01/01/2020, this fix will only update the articles that have a valid_to date of 01/01/2020 to have a new value of 01/01/2100. Articles where users have changed the valid_to date from the default value of 01/01/2020 will not be updated.

      Knowledge Management

      PRB1359504

      Whenever a new knowledge submission is created, the valid_to is defaulted to 01/01/2020 The default value of the valid_to field on knowledge submissions used to be '01/01/2020'. After this fix, the default value of valid_to will be changed to '01/01/2100'.

      Language and Translations

      PRB1332109

      The Service Catalog variable does not translate 'Yes/No'

      MID Server

      PRB1339658

      KB0751601

      The MID Server response time varies because of the AMB Java client AMB client will disconnect after 60 seconds, resulting in delayed processing of outbound jobs in the ECC queue.
      1. Stop the creation of any ecc_queue outputs for the MID Server for a few minutes so that the AMB client will time out.
      2. Create an ecc_queue output record for the MID Server.

        Note that it may take a while for the MID Server to process the output. The MID Server polling will pick up the output and trigger the AMB client to reconnect.

      3. Review the MID Server logs.

      Notice that the AMB client reconnected, and the ecc_queue output should be picked up right away.

      Password Reset Application

      PRB1350113

      Users do not see their email on the verification page and do not get the notification email once the Send Verification Code button is clicked

      Password Reset Application

      PRB1350889

      Remove the log statements in the demo data for the validation script

      Performance Analytics

      PRB1345423

      In Madrid, on the Workbench widgets, if the label of a widget indicator is long, it will run into the label of the next widget indicator
      1. Navigate to Performance Analytics > Dashboards.
      2. Open the 'Open Incidents Age Monitor' dashboard.
      3. Click the configuration icon.
      4. On the widget, click the edit content icon (the pencil shaped icon).
      5. Open the '0 - 1 day' main widget indicator.
      6. Open the 'Average age' supporting widget indicator.
      7. Change the label to something lengthy.
      8. Click Update, and then return to the dashboard.

      Notice that the label runs into the next indicator label.

      Persistence

      PRB1353827

      ElementDescriptorData objects are not deduplicated as expected The TableDescriptorCache memory usage may be higher than expected because the ElementDescriptorData deduplication is not working correctly.

      Project Management

      PRB1353935

      The date calculation is incorrect around DST change dates
      1. Create a project start date, for example, 1-Mar-2019.
      2. Create the start on the project task.
      3. Change the date to 5-Mar-2019.

      Notice that the duration is incorrect as you tab out of the date field. Further changing the date also makes the end date incorrect.

      Resource Management

      PRB1343180

      When a change request is assigned to an agile group with a resource plan, the change request displays in the allocation workbench causing unexpected results When a change request is assigned to an agile group with a resource plan, the change request shows up in the allocation workbench. This causes the resources under the change request in the workbench to not show when clicking the drop-down along with the change disappearing when clicking the button to show/hide the Planning state.

      Security Access Control Lists

      PRB1356040

      When the slowdown occurs, AllTermsCache can cause excessive flushing due to multiple threads loading the cache concurrently When the system is slow enough, the AllTermsCache JVM lock expires and multiple threads end up loading the cache concurrently.

      Service Catalog

      PRB1323474

      In the variable editor, g_form.elements returns each catalog item variable twice

      Service Catalog

      PRB1324394

      The variable in the catalog item is behaving differently than the variable in the order guide
      1. Create a catalog item.
      2. Create a variable with the type 'Multiple choice' and the name 'you_are'.
      3. Create two question choices, namely 'add' and 'remove'.
      4. Create an order guide.
      5. Create a variable in the order guide of the type 'Select box' and the name 'you_are'.
      6. Check the Cascade Variables checkbox.
      7. Create three question choices, namely 'add', 'remove', and 'change'.
      8. Create a variable and a rule base such that once checked, it will open the catalog item.
      9. Click Try It in the order guide.
      10. In the new window, select 'change' in the drop-down list, and then click Choose Options.

        You will see the third variable 'change', which does not exist in the catalog item.

      11. Navigate to the catalog item and click Try It.

        Notice that there are three options, however, only two choices are defined.

      12. Perform cache.do.

      Notice that it works fine again.

      Service Catalog

      PRB1327125

      When there is an empty multi-row variable set, the Catalog Task form breaks if the reference icon of the Requested Item field is clicked

      When users click the reference icon of the Requested Item field, the following error is thrown in the console: 'Uncaught TypeError: Cannot set property 'disabled' of null'.

      This issue happens only when:
      • There is more than one multi-row variable set associated with the catalog item. And while ordering, both variable sets are empty and only one variable set is displayed on the catalog task variable editor.
      • The reference icon of the Requested Item field is clicked. Other reference fields are working as expected.
      1. Create the following two multi-row variable sets on any catalog item:
        1. MultiRow Variable Set 1: MultiRow A, then create two variables: Variable A1 (Single Line Text), Variable A2 (Single Line Text)
        2. MultiRow Variable Set 2: MultiRow B, then create two variables: Variable B1 (Single Line Text), Variable B2 (Single Line Text)
      2. On the workflow associated with the selected catalog item, add the variables from MultiRow A (Variables A1 and A2) to the 'catalog task' workflow activity so that only one multi-row variable set is displayed in the 'sc_task' form.
      3. Order the item and make sure both multi-row variable sets are empty.
      4. Open the catalog task and verify that MultiRow A is in the variable editor.
      5. Click the reference icon of the Requested Item field.

      Expected behavior: The RITM record should be shown in the pop-up window.

      Actual behavior: The form is broken. The error 'Uncaught TypeError: Cannot set property 'disabled' of null' shows in the browser console.

      Service Catalog

      PRB1332469

      Default variable values are not copied over to RITM Default variable values are not copied over when adding an item to an existing request using the GlideappCalculationHelper API.

      Service Mapping

      PRB1354290

      The Services Tree lazy loading stops working resulting in high memory consumption The Services Tree lazy loading stops working resulting in high memory consumption on the maps screen and maybe also on the Event Management dashboard screen.

      Service Mapping

      PRB1354901

      Discovery errors appear in the getMap call in the Event Management mode, causing unexpected layout in the UI

      Service Portal

      PRB1347030

      The spEditableField reference field modal closes unexpectedly when 'X' is clicked to clear the value, and the value does not get cleared When using Chrome version 74, in Service Portal, the text box of the reference field on the user profile page disappears when users clear the value of the field.
      1. Log in to an instance using Chrome version 74.
      2. Navigate to the 'sys_user' table and open any record.
      3. Click the icon 'Additional Actions' (the three parallel lines on the top-left corner).
      4. Navigate to View > Service Portal.
      5. Right-click the form header.
      6. Navigate to Configure > Form Layout.
      7. Create a reference field:
        • Name: test
        • Type: Reference
        • Table to reference: Incident
      8. Save.
      9. Select a record in the above reference field and save the record.
      10. Navigate to Service Portal.
      11. Click your name and navigate to Profile.
      12. Click the 'test' field just created.
      13. Clear the value by clicking the 'X' icon.

      Notice that the text box disappears and users cannot select any value.

      Note: This issue is not reproducible in Chrome version 72.

      Service Portal

      PRB1350485

      Using a login menu item on a public homepage that links to a landing page does not redirect to the correct homepage

      Software Asset Management Professional

      PRB1353085

      Modify the redirect route of samp_license_ workbench_redirect to samp_ license_workbench _redirect.do

      Software Asset Management Professional

      PRB1353791

      The 'Subscription Reclaimed Candidates' indicator has the filter 'Created on This year', which should be 'Closed on This year' Under the Additional conditions tab, the 'Subscription Reclaimed Candidates' indicator has the filter 'Created on This year', which should be 'Closed on This year'.

      Software Asset Management Professional

      PRB1353853

      Business rule in the subscription table causes an exception when a subscription record does not have a software model

      Transaction and Session Management

      PRB1326703

      The semaphore/session wait times are logged incorrectly for transactions that are blocked on the session after the London upgrade The semaphore wait time is very high and is equal to the time the transaction is waiting to claim the session, while the session wait time is very low. However, the session wait time should be high and the semaphore wait time should be low.

      Upgrade Engine Issues

      PRB1353652

      Some upgrades fail to process base instance apps due to a permission denied error After the upgrade, not all the base instance apps are upgraded to the newest version.

      Usage Analytics

      PRB1352350

      Per-User subscriptions need to display a message indicating that the user should allocate users to Per-User subscriptions

      Usage Analytics

      PRB1352539

      Usage Analytics calls fail with status code 2 and do not persist outbound usage data on the instance since the stream is blocked Several outbound usage tracking calls fail on the instances with the following: Usage Analytics send failed due to status: 2.

      Virtual Agent Platform

      PRB1343420

      Unable to see the shared case when KB numbers are sent by the live agent on adapters for Connect Support and Agent Workspace
      1. Start a chat using Facebook Messenger, and the fulfiller is Workspace.
      2. Start a chat with a live agent.
      3. Let the agent share a case.

      Notice that the agent is able to see a card view of the case on Workspace, but the requester on Facebook Messenger is unable to see the case number shared.

      Virtual Agent Platform

      PRB1352934

      AMB clients should not resume conversations started on adapters

      Web Services

      PRB1353971

      Attaching a knowledge article to a case does not work in Agent Workspace with the custom URL Users cannot attach a knowledge article to a case (or any other record). Clicking the Attach button does not cause any action.
      1. Access an instance via the custom URL.
      2. Open a case in Agent Workspace.
      3. Click Agent Assist to show related knowledge articles.
      4. Click the three dots icon and then click Attach.

      Expected behavior: The article is attached to the case.

      Actual behavior: Nothing happens.

      Workflow

      PRB1351107

      Remove unnecessary log messages

      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.

      • Madrid Patch 6 Hotfix 1
      • Madrid Patch 6
      • Madrid Patch 5
      • Madrid Patch 4b Hotfix 1
      • Madrid Patch 4b
      • Madrid Patch 4
      • Madrid Patch 3
      • Madrid Patch 2
      • Madrid Patch 1
      • Madrid security and notable fixes
      • All other Madrid fixes

      Tags:

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