Reporting

PRB1204046

KB0656974

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

Forms and Fields

PRB1328635

KB0750504

Mobile Studio (non-classic)

PRB1329500

KB0759212

Refer to the listed KB article for details.

Core Platform

PRB1347534

Advanced Work Assignment

PRB1356492

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

Agent Workspace

PRB1352958

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

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

Change Management

PRB1354803

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

Cloud Management Application

PRB1351277

KB0753075

• 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

Configuration Management Database (CMDB)

PRB1349901

Configuration Management Database (CMDB)

PRB1353640

Core Platform

PRB1359507

CSM Communities

PRB1324586

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'.

CSM Communities

PRB1349990

Customer Service Management

PRB1349021

Customer Service Management

PRB1349080

Customer Service Management

PRB1354382

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

Discovery

PRB1319014

Discovery

PRB1322217

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

Discovery

PRB1353193

Discovery

PRB1353490

Discovery

PRB1357296

Edge Encryption

PRB1359055

KB0761147

Refer to the listed KB article for details.

Graph API

PRB1354873

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

Guided Tours

PRB1353494

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

Knowledge Management

PRB1338348

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

Knowledge Management

PRB1359504

Language and Translations

PRB1332109

MID Server

PRB1339658

KB0751601

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

Password Reset Application

PRB1350889

Performance Analytics

PRB1345423

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

Project Management

PRB1353935

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

Security Access Control Lists

PRB1356040

Service Catalog

PRB1323474

Service Catalog

PRB1324394

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 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'.

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

Service Mapping

PRB1354290

Service Mapping

PRB1354901

Service Portal

PRB1347030

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.

Service Portal

PRB1350485

Software Asset Management Professional

PRB1353085

Software Asset Management Professional

PRB1353791

Software Asset Management Professional

PRB1353853

Transaction and Session Management

PRB1326703

Upgrade Engine Issues

PRB1353652

Usage Analytics

PRB1352350

Usage Analytics

PRB1352539

Virtual Agent Platform

PRB1343420

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

Web Services

PRB1353971

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