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    Home Madrid Release Notes Madrid release notes Available patches and hotfixes Madrid Patch 8

    Madrid Patch 8

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    Madrid Patch 8

    The Madrid Patch 8 release contains important problem fixes.

    Madrid Patch 8 was released on October 10, 2019.
    Build date: 09-25-2019_1524
    Build tag: glide-madrid-12-18-2018__patch8-09-25-2019
    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 8 includes 78 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 8 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 8, refer to KB0780189.

    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

    User Criteria

    PRB1353133

    The user_id is not recognized in the scoped application due to placing the object in global

    Text Search

    PRB1338556

    KB0749789

    Unexpected results are returned in the text search when the term is separated by period, underscore, or hyphen Inconsistent search results are observed when keywords contain period, underscore, or hyphen. For example, for a document that has a short description wordA.wordB.wordC, when searching for the text wordA.wordB, this document is not returned. However, when searching for "wordA.wordB" (with the double quote), the document is returned.
    1. In the first table (for example, kb_knowledge), create a record with a short description containing wordA.wordB.wordC-wordD.
    2. In another table (for example, incident), create a record with a short description containing wordA.wordB.
    3. In the kb_knowledge table, search for wordA.wordB.

    Notice that the previous document added in Step 1 is not found. However, you will see the results when searching with double quotes ("wordA.wordB").

    Forms and Fields

    PRB1313002

    KB0748829

    The UI policy condition based on the Date field is incorrectly triggered on form load when the value is blank
    1. Create a Date field on the incident form.
    2. Create a UI policy in the incident as follows:
      • Condition: datefield [relative] [before] [7] [days] [ago]
      • Script to run if true: alert ('date too soon')
      • On load: checked
      • UI type (for scripts): All
    3. Navigate to /sp?id=form&t =incident&sys_id=-1.

    Notice that the alert shows on load.

    Service Catalog

    PRB1327804

    In the two-step checkout, if the Requested for field is not present in the final step, sc_cart. requested_for will not move to sc_request. requested_for after checking out When using the two-step checkout and ordering the default cart, if the default cart has another user other than the open_by user in the requested_for field, the resulting sc_request record will contain the open_by user and not the user that was populated in sc_cart. requested_for prior to the checkout.

    All other fixes

    Problem Short description Description Steps to reproduce

    Agent Workspace

    PRB1328400

    Unable to reject an abandoned chat opened by the guest user in the Agent Workspace chat If a guest user starts a conversation from /csp and ends it before it is accepted, the agent cannot reject it within the Agent Workspace chat. This is specific to the Agent Workspace chat and not Connect Support.
    1. Install Agent Workspace, Agent Chat, Advanced Work Assignment, and Consumer Service Portal plugins.
    2. Set up the AWA queue for product support and make sure you have a user in the associated group.
    3. Impersonate the user who is the agent for the product support queue.
    4. Navigate to /workspace, and in the inbox section, make yourself available.
    5. In another browser, as an unauthenticated user, navigate to /csp and click Live Chat.
    6. Fill in the mandatory fields, and make sure to choose product support, and then submit.
    7. Use the three dots icon in the top-right corner of the VA and select Contact Support > Contact Live Agent.

      As the agent, you should see the chat show up in your inbox.

    8. As the end user, click the three dots icon again and select End Conversation.
    9. As the agent, click the Reject button and then submit.

    Expected behavior: The chat should be removed from the agent's queue.

    Actual behavior: The chat is not removed from the agent's queue. Eventually, the chat will time out.

    App Client UI

    PRB1355933

    For an app of which the lower version is compatible and the higher version is incompatible, incorrect indicator is displayed after installing the app with the lower version
    1. Log in as the admin.
    2. Navigate to the All Applications page, and search for an app with the following condition:
      • 1.0 - Compatible
      • 2.0 - Incompatible
    3. Install the lower version of the app.
    4. After the installation, select the lower version from the version drop-down list.

    Notice that for version 1.0, the indicator is displayed as 'Incompatible' instead of 'Compatible'.

    Appsec – Platform Dev

    PRB1349112

    The introduction of Security Knowledge Base causes duplicate articles

    Authentication - SSO

    PRB1355735

    KB0758058

    E- signature fails since IdP requires signed SAML request from the instance, but SAML request is not signed

    Refer to the listed KB article for details.

    Automated Test Framework

    PRB1316741

    The date/time GEM pills do not work correctly with the 'ON' operator

    AWA: Routing and Assignment

    PRB1353215

    Missing record watcher responders are occasionally observed for Advanced Work Assignments

    Change Management

    PRB1361797

    The workflow is not able to set approvals generated by the Change Approval Policy activity to 'Requested' again for an individual user approval
    1. Ensure that a user group has a manager.
    2. Move a low-risk normal change request that is assigned to this user group to the 'Authorize' state.

      You should now have a single user approval for the group's manager.

    3. Move the change request to On-hold and save.

      Notice that the manager's approval is set to 'No longer required'.

    4. Move the change request out of On-hold and save.

    Notice that the manager's approval is not set to 'Required'.

    Change Management Risk Assessment

    PRB1343822

    Risk conditions are not evaluated correctly when set to Leave Alone

    Cloud Management Application

    PRB1317849

    KB0752999

    The 'Instantiates: Instantiated by' relationship is not created between cmdb_ci_vmware_instance and cmdb_ci_win_server after provisioning the VMware stack and then running the OS discovery

    Refer to the listed KB article for details.

    Cloud Management Application

    PRB1347052

    The container is reverted to the version in which the class name and the background image are lost when the 'Cloud Management' plugin is installed

    Cloud Management Application

    PRB1355331

    CIs are incorrectly set to Absent/ Terminated in cloud discovery CMPReconciler uses getDisplayValue() for comparisons instead of GlideDateTime(), causing CIs to be incorrectly set to Absent/Terminated in cloud discovery.

    Cloud Management Application

    PRB1357008

    Azure billing download fails with 'Socket timeout' when downloading data from previous months The billing download can fail if the billing size is large. When downloading the billing data for the current month, it works fine. However, when downloading for previous months, AzureBillingProbe encounters 'Socket timeout' and the download fails.

    Cloud Management Application

    PRB1357976

    Upgrading to Madrid breaks Azure cloud billing jobs on a domain separated instance This problem affects users upgrading to Madrid from their pre-Madrid domain separated instance with Azure Enterprise Agreement Credential configured (sn_cmp_azure_ea_ credential).

    Customer Service Management

    PRB1321882

    Internal users do not have access to the publication content management page

    Customer Service Management

    PRB1331174

    Unable to submit a new publication with the expected number if the property 'glide.itil.assign. number.on.insert' is set to 'true'

    The Number field is mandatory for the publication table (sn_publications _publication), and its value should be populated by Number Maintenance. However, if the system property 'glide.itil.assign .number.on.insert' is set to 'true', the Number field will be empty on a new publication form.

    Since the number is mandatory, the record cannot be submitted until the field is populated. And since it is a text field, it can be populated with any random value without following the expected format/counter (i.e. PUB0000001).

    1. Activate the Targeted Communication plugin.
    2. Set the system property 'glide.itil. assign.number.on.insert' to 'true'.
    3. Navigate to sn_publications_publication.do.

    Notice that the Number field is empty and mandatory.

    Dashboards and Home Pages

    PRB1321988

    KB0744918

    The interactive filter creates a long URL that sometimes exceeds the browser limitation, producing a blank page error 'HTTP ERROR 400' When a report on a dashboard uses an interactive filter that has the option 'Apply to both database views and tables' selected, the URL that is generated when users drill down a report will have the 'filter condition' string appended multiple times.

    Refer to the listed KB article for details.

    Database Indexes

    PRB1353100

    Adding index to the sys_id column on shadow tables will run for longer time if the shadow table has many rows

    Database Indexes

    PRB1359816

    Snapshot tables do not have indexes on the primary key fields Snapshot tables do not have indexes on the primary key fields (for example, 'np$XXX.sys_id').

    Discovery

    PRB1348201

    KB0754325

    Network Switch pattern fails on Cisco Catalyst 3750 using SNMPv3 AES 256 The discovery of Cisco switches does not consider SNMPv3 when using AES 256 with Network Switch pattern.

    Refer to the listed KB article for details.

    Edge Encryption

    PRB1317505

    The Edge proxy failover does not work when the upgrade fails because of locked resources, and the upgrade fails when the proxy host property points to the load balancer

    Edge Encryption

    PRB1361970

    When an Edge-encrypted record contains Windows special characters (for example, " ) or emoji, the Edge proxy fails to process this record when retrieving through REST API or Service Portal
    1. Install and configure the Edge Encryption proxy.
    2. Create the encryption configuration on incident::Description.
    3. Create a record containing the quote-like special character < " > (You can use Outlook mail to get the character).
    4. Try to retrieve this record through the REST API explorer or Service Portal.
    Note: Viewing and editing the record in the HTML form is not affected.

    Event Management

    PRB1356077

    SNMPTrapListener is not parsing the OctetString and other inherited classes as expected

    SNMPTrapListener is parsing standard SNMP objects (for example, DateAndTime) as a simple OctetString. As a result, the SN event contains an incorrect or non-readable value.

    To fix the issue, a new script include 'SnmpOIDCustomParsingLogic' has been added on the MID side (ecc_agent_script_include), which allows to parse complex objects according to the OID key.

    The script invocation is managed by the property 'mid.em.snmp_oid.custom _parsing_logic.enabled', and the default value is 'false'. To enable the script include, navigate to the 'ecc_agent _property' table, then add the above property and set the value to 'true'.

    Event Management

    PRB1361776

    SNMP listener parser does not cut off trap counter from the OID name, and event rules cannot extract information from the additional info SNMP listener parser does not cut off trap counter from the OID name. This causes conflicts in the event rules to extract information from the event additional info.

    Financial Management

    PRB1361007

    Expense lines processing the account actuals amount in the incorrect fiscal period

    Flow Designer

    PRB1336719

    Outputs for actions (in this case, AD actions) are changed when publishing the flow Outputs for actions (in this case, AD actions) are changed when publishing the flow. After publishing, instead of 'Status', this is changed to 'Error Code' (one of the input variables of that action).

    Flow Designer

    PRB1357985

    OncePerUniqueChange is not properly handling journal fields

    Guided Tours

    PRB1357687

    When creating an HR payroll case, the tour in the standard UI fails while playing when the callout is added to the select2 element for the next option
    1. Create a tour for the HR payroll case.
    2. Add the callout to any select2 element on the details page of the payroll case.
    3. After creating the case, place the last callout in the newly created case and then move to the next page.

    Notice that the tour fails in the newly created case.

    Human Resources

    PRB1361338

    Upgrade performance improvements

    Human Resources Service Management

    PRB1359281

    Issues with accessing the sys_journal _field entries via API after installing the Human Resources: Core plugin When activating the HR scoped application plugin, the sys_journal_field table is not visible to the admins (users who possess the admin as well as the HR core admin roles).

    IntegrationHub

    PRB1348687

    Remove password reset flows

    IntegrationHub

    PRB1359864

    The IntegrationHub Runtime plugin should be added as a dependency to the AD and Azure AD spoke plugins
    1. Navigate to Plugins and then to Microsoft AD spoke plugin/Microsoft Azure AD spoke plugin.
    2. Verify the dependencies for the plugins.

    Notice that the IntegrationHub Runtime plugin is not available, but it should be added as one of the dependencies.

    Knowledge Management

    PRB1327232

    KB0744491

    The KB field/widget 'Affected products' displays outdated data When performing the global search on the published article, the previous version of the same article shows old/removed Affected CIs related list.

    Refer to the listed KB article for details.

    Knowledge Management

    PRB1353796

    Setting array_denormalized to false can break functionality on the knowledge table

    NotifyNow

    PRB1355774

    Change the Licensable flag on the Notify plugin to prevent an entitlement check

    Password Reset Application

    PRB1362213

    Emails with the verification code for the SMS device are set to SMTP notification _type and thus cannot be delivered to mobile devices

    Persistence

    PRB1303260

    KB0712342

    Trend reports against the date and time fields are sorted in the alphabetical order instead of the numerical order in an Oracle database In an Oracle database, after a trend report is run against the Date/Time field, the data are sorted in the alphabetical order instead of the numerical order.
    1. Log in as the administrator in an instance based on the Oracle database.
    2. Navigate to Reports > Create New.
    3. Switch to the Classic UI.
    4. Select the below options:
      • Table: Incident
      • Type: Trend
      • Group by: Active
      • Trend by: Opened
      • Per: Hour
      • Aggregation: Count
      • No. groups: System Default (12)
    5. Run the report.

    Notice that the output data appear in the alphabetical order.

    Persistence

    PRB1342559

    The Oracle zBoot fails to create an index on pa_ migration_ignored_scores This problem includes a fix for the pa_migration_ ignored_scores table, but the issue may occur for newer tables.

    Persistence

    PRB1353244

    When the cleaning rollback job is running, the rollback can potentially delete data from tables that are not shadow tables

    Persistence

    PRB1355337

    The 'Hybridize' function fails when the task has an element with a long name When the task itself (not any of its children) has an element with a long name (>30 characters), the 'Hybridize' function fails with an error.

    Persistence

    PRB1357987

    Performance degradation caused by the memory leak to the database connection With the Madrid driver update, less memory is held unnecessarily by the database.

    Project Portfolio Management

    PRB1329749

    The Calculate ROI project business rule is running with the incorrect order If users only change the operating or capital cost of a project, the ROI will not be recalculated.

    Project Portfolio Management

    PRB1344081

    If the edit mode is enabled for specific cost plans, when users select a different row and then come back to the original row, all cost values are removed In the Financials tab of the planning console, when users select the cost cells of a cost plan within specific fiscal months/years, if they double-click a cell to enable the edit mode and then select another cell without saving, the following console error displays: 'TypeError: Cannot read property 'cost_type' of null'. If users then select the original cell, the cost value will be cleared for not only that cell but the entire cost plan.

    Resource Management

    PRB1350114

    The weekend time card hours are not captured in the resource plan and resource allocation actuals
    1. Create and allocate a resource plan for a project for a single user.
    2. Inspect the created resource allocation and dailies.

      No allocations are created for Saturday or Sunday.

    3. Impersonate the user resource and navigate to Time Sheet Portal.
    4. As the resource, generate a time card for the project and enter hours for Saturday or Sunday.
    5. Submit the time card.
    6. Impersonate as the admin or the time card approver.
    7. Approve the resource's time card.
    8. Inspect the resource plan and the resource plan's daily allocation records.

      No hours are logged for the weekend work.

    9. Navigate to the Resource Allocation Daily table.

    Expected behavior: The time logged on a Saturday or Sunday is counted in the resource plan actuals once the time card is approved. In the event that the time is logged on a date for which the resource is not allocated, a daily allocation record is created and linked to the resource allocation and the hours worked roll up to the resource plan's actual hours.

    Actual behavior: A daily allocation record has been created for the weekend time, but no hours are logged and the daily is not tied to the Resource Allocation record.

    Resource Management

    PRB1357740

    Aggregates are showing incorrectly when the confirmed/ allocated hours of the users are updated in the resource workbench
    1. Create a user and add the 'pps_resource' role.
    2. Add the user to any group (sys_user_group), and assure that the role 'pps_resource' is added to the group.
    3. Create any demand with the duration of 1-3 months.
    4. Click the Resource Plan tab and click Manage that redirects to the 'Allocation workbench'.
    5. Create any resource plan on the demand from August to October.

      Notice that the planned hours are distributed randomly across August, September, and October.

    6. Select the user 'Tom Cruise' in the lower tab of the allocation workbench.
    7. Click Confirm.
    8. Change the confirmed/allocated hours in the workbench. For example, for the month of August, it is 25, and change it to 20.

    Notice that after changing the confirmed/ allocated hours, two more hours have been added to the availability of the user 'Tom Cruise', and they are assigned to the user for a non-working day.

    Security Incident Response

    PRB1359067

    The numbering of security response tasks is incorrect when tasks are created through Flow Designer
    1. Create the Record Created Trigger and select the incident table.
    2. Add an IF flow logic to the flow, and enter a single condition against the incident record from the Trigger Outputs, for example, Incident.number is '123'.
    3. Save the flow.
    4. Check the current number counter value for the incident table.
    5. Refresh the flow saved X times.
    6. Check the current number counter value.

    Notice that it has increased to the previous value plus X, or at least previous value plus X if other processes in the system are operating against the incident table to cause auto-numbering to be triggered (for example, insert, etc.).

    Service Catalog: Service Portal Widgets

    PRB1320017

    If there are consecutive single-line text variables and a multi-row variable set, entering a value in the single-line text variable and pressing Enter launches the multi-row variable set pop-up form

    Service Catalog: Service Portal Widgets

    PRB1323308

    KB0754076

    When updating or adding a new row in the multi-row variable set on Service Portal, the RITM form throws errors
    1. Create a catalog item with a multi-row variable set and several variables.
    2. Navigate to Service Portal.
    3. Try the item.
    4. Add several rows in the multi-row variable set and place an order.
    5. Open the generated RITM form in the portal and try to add one more row in the multi-row variable set.
    6. Save the changes.

    Notice that the record is updated and saved, but errors also occur.

    Service Catalog

    PRB1322402

    Incorrect user in backend catalog item orders after a two-step checkout for another user via Service Portal

    Service Catalog

    PRB1338751

    The variable set is out of order when a record producer is in an order guide Attaching a record producer with a variable set to an order guide does not set the expected order for variables. This inconsistency is displayed in question_answer and when viewing the variables through the variable editor.

    Service Catalog

    PRB1352906

    KB0758294

    Ordering a catalog item fails with an error when glide.sc.sp. twostep is set to false When glide.sc.sp.twostep is set to false, ordering a catalog item fails with the error 'FAILURE: Validations failed. Failed to Order Item'.
    1. Create an ATF test with two steps:
      1. Open a catalog item (SP) with the Apple iPad 3 catalog item.
      2. Order a catalog item (SP) and assert that it should succeed.
    2. Run the ATF test.

      It should pass.

    3. Change the value of the system property 'glide.sc.sp.twostep' to false.
    4. Run the ATF test.

    In the second step of the test, it fails with the message 'FAILURE: Validations failed. Failed to Order Item.'

    Service Level Agreement (SLA)

    PRB1359215

    For 2010 SLA engine, when the time zone of the SLA definition is different from the schedule time zone, the Stage field stays In Progress after the task is completed

    Service Level Agreement (SLA)

    PRB1359840

    If an SLA async processing job has to update a record with the state of 'error', it will not process any other jobs allocated to it and leave them 'queued' If an SLA async processing job has to update a record with the state of 'error', it will not process any other jobs allocated to it and leave them 'queued'. This can lead to a build-up of records with the state of 'queued' in 'sla_ async_queue', and they will never be processed and can eventually result in no SLA processing.
    1. Enable SLA async processing by navigating to the module 'SLA Engine' and checking the property for 'Execute the 2011 SLA engine asynchronously'.
    2. Navigate to the table 'sys_trigger' and find the record with the name 'SLA Async Delegator'.
    3. Update the type of this record from 'Repeat' to 'On demand'.

      This will temporarily disable the allocation of SLA Async Queue records to background jobs.

    4. Create 5 Incident records.
    5. Navigate to the table 'sla_async_queue' and confirm there are 5 records for the 5 incidents you just created.
    6. Update the record with the lowest 'Sequence' number to have an empty 'Update number' field.
    7. Navigate back to the table 'sys_trigger' and find the record 'SLA Async Delegator'.
    8. Update the type of this record from 'On demand' back to 'Repeat'.
    9. Navigate back to the 'sla_async_queue' table.

    After a few seconds, you will see that the record with the lowest 'Sequence' number has been updated to have the state of 'error' and the other 4 records have the state of 'queued', but the 'SLA Async Job' field is empty.

    Service Level Agreement (SLA)

    PRB1362323

    Async SLA processing can be delayed or stopped completely due to one or more records with a state of 'processing' in the 'sla_async _queue' table but with an empty 'SLA Async Job' field

    If SLA Async processing processes a record out of 'sla_async_queue' and the node responsible for running the job to perform the processing is restarted, this record will be left in a state of 'processing' but with an empty 'SLA Async Job' field. This means it will never be processed or updated by SLA processing and also reduces the number of jobs available to process 'sla_async_queue' by one job.

    This can result in delays in SLA processing, and if this happens 4 times, no SLA processing will be performed (SLA async processing is limited to a maximum of 4 concurrent jobs).

    Service Mapping

    PRB1346017

    The session is stuck and becomes unresponsive after trying to add an entry point for the second time The user session is held for a few minutes when adding an entry point to Application Service for the second time, following a previous failure of the same operation.

    Service Mapping

    PRB1354769

    Relations coming out of the outbound cluster EP are unnecessarily removed when other connections are created In the top-down discovery process, while discovering an outbound cluster through EP 1, some relations which are originated from different EPs and are connected to the same outbound cluster are unnecessarily removed.

    Service Portal

    PRB1330239

    Issue with the mandatory lookup select box variable in Service Portal
    1. Navigate to Service Portal and search for the catalog item 'Chat request'.
    2. Select any group in the 'Which group to chat with' variable.

      Group members will be automatically populated in 'Which one of the staff members to chat with'.

    3. Select 'IT securities' in the 'Which group to chat with' variable, which does not have any group members.

    Notice that 'Which one of the staff members to chat with' turns out gray and you are allowed to submit the item without filling in the mandatory field.

    Service Portal

    PRB1343949

    KB0749094

    Facets in the Knowledge Base search source do not work properly if there are multiple KB categories with the same name Knowledge search facets on Service Portal do not work if there is more than one category with the same name.

    Refer to the listed KB article for details.

    Service Portal

    PRB1356021

    In the CSM portal in Madrid, the catalog item widget does not expand fully as it does in other releases In Madrid, the CSM catalog item widget on the Create Contact page has the width of 8 cols instead of 12 cols, which makes the page layout different from that in other releases.

    Software Asset Management Professional

    PRB1350953

    The subscription client script 'Update upn on change of user' creates duplicate subscriptions for some common update scenarios

    Software Asset Management Professional

    PRB1354531

    If the user has more than two entitlements (common per user) with the same downgrades and different allocations, only the first entitlement's allocations are honored

    Software Asset Management Professional

    PRB1355672

    Reconciliation fails for Microsoft Reconciliation fails for Microsoft with an error in the log: 'undefined SAM:ReconciliationEngine'.

    Tables and Dictionary

    PRB1343917

    Deleting records from tables with columns stored offrow throws an error: 'Syntax Error...INSERT INTO sh$task_offrow...'
    1. Create a table that extends the task.
    2. Create a mediumtext column, for example, a string with a max length of 400.
    3. Activate the 'Database Column Offrow Migration' plugin.
    4. Open the Dictionary record for the column created in Step 2, and click the 'Move Column Offrow' related link.
    5. Click Start.
    6. Create a record on the table.
    7. Open the record and click Delete.

    Time Card Management

    PRB1294726

    The text overlaps in the Time Sheet breakdown widget in Worker Portal
    1. Open Worker Portal.
    2. Add 2-3 time cards from the Tasks tab to the time sheet and 3-4 from the Other tab.
    3. Keep adding time to these time cards in the time sheet.

    Notice that the text sometimes overlaps in the Time Sheet breakdown widget, and sometimes the text is hidden. The widget is not consistently showing all the time sheets.

    Note: This only happens if you have a category (non-task) with a long name.

    Update Sets

    PRB1353556

    KB0754321

    The preview of the batched update set that adds a new scoped application fails and cannot be committed Errors occur when committing the batched update set that adds one or more new scoped applications.

    Refer to the listed KB article for details.

    Vendor Security Risk Assessment (VSRA)

    PRB1351992

    Whenever a vendor risk assessment is returned for review, any attachment present in the assessment is removed

    Whenever a risk assessment is returned to the vendor for review, any attachment present in the assessment is removed. The attachment is not resubmitted.

    In a scenario where the attachment field in the assessment is a required field, the vendor is unable to resubmit the assessment unless they reattach the documents. This results in the responses having duplicate attachments.

    Virtual Agent Platform

    PRB1352127

    The availability of the agents is not updating on Service Portal, and users need to refresh the page to see the correct availability When agents are offline and users try to contact support from Service Portal, they will first get the message 'Routing to live agent'. However, if users refresh the page and start the conversation again, they will get the correct message 'No chat agents currently available'.

    Web Services

    PRB1331616

    Duplicate login windows appear for IE11 In IE11, after 'Session Timeout', duplicate login windows appear on the screen. Users can still use the top window to log in.

    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 7
    • Madrid Patch 6
    • Madrid Patch 5
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      Madrid Patch 8

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      Madrid Patch 8

      The Madrid Patch 8 release contains important problem fixes.

      Madrid Patch 8 was released on October 10, 2019.
      Build date: 09-25-2019_1524
      Build tag: glide-madrid-12-18-2018__patch8-09-25-2019
      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 8 includes 78 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 8 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 8, refer to KB0780189.

      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

      User Criteria

      PRB1353133

      The user_id is not recognized in the scoped application due to placing the object in global

      Text Search

      PRB1338556

      KB0749789

      Unexpected results are returned in the text search when the term is separated by period, underscore, or hyphen Inconsistent search results are observed when keywords contain period, underscore, or hyphen. For example, for a document that has a short description wordA.wordB.wordC, when searching for the text wordA.wordB, this document is not returned. However, when searching for "wordA.wordB" (with the double quote), the document is returned.
      1. In the first table (for example, kb_knowledge), create a record with a short description containing wordA.wordB.wordC-wordD.
      2. In another table (for example, incident), create a record with a short description containing wordA.wordB.
      3. In the kb_knowledge table, search for wordA.wordB.

      Notice that the previous document added in Step 1 is not found. However, you will see the results when searching with double quotes ("wordA.wordB").

      Forms and Fields

      PRB1313002

      KB0748829

      The UI policy condition based on the Date field is incorrectly triggered on form load when the value is blank
      1. Create a Date field on the incident form.
      2. Create a UI policy in the incident as follows:
        • Condition: datefield [relative] [before] [7] [days] [ago]
        • Script to run if true: alert ('date too soon')
        • On load: checked
        • UI type (for scripts): All
      3. Navigate to /sp?id=form&t =incident&sys_id=-1.

      Notice that the alert shows on load.

      Service Catalog

      PRB1327804

      In the two-step checkout, if the Requested for field is not present in the final step, sc_cart. requested_for will not move to sc_request. requested_for after checking out When using the two-step checkout and ordering the default cart, if the default cart has another user other than the open_by user in the requested_for field, the resulting sc_request record will contain the open_by user and not the user that was populated in sc_cart. requested_for prior to the checkout.

      All other fixes

      Problem Short description Description Steps to reproduce

      Agent Workspace

      PRB1328400

      Unable to reject an abandoned chat opened by the guest user in the Agent Workspace chat If a guest user starts a conversation from /csp and ends it before it is accepted, the agent cannot reject it within the Agent Workspace chat. This is specific to the Agent Workspace chat and not Connect Support.
      1. Install Agent Workspace, Agent Chat, Advanced Work Assignment, and Consumer Service Portal plugins.
      2. Set up the AWA queue for product support and make sure you have a user in the associated group.
      3. Impersonate the user who is the agent for the product support queue.
      4. Navigate to /workspace, and in the inbox section, make yourself available.
      5. In another browser, as an unauthenticated user, navigate to /csp and click Live Chat.
      6. Fill in the mandatory fields, and make sure to choose product support, and then submit.
      7. Use the three dots icon in the top-right corner of the VA and select Contact Support > Contact Live Agent.

        As the agent, you should see the chat show up in your inbox.

      8. As the end user, click the three dots icon again and select End Conversation.
      9. As the agent, click the Reject button and then submit.

      Expected behavior: The chat should be removed from the agent's queue.

      Actual behavior: The chat is not removed from the agent's queue. Eventually, the chat will time out.

      App Client UI

      PRB1355933

      For an app of which the lower version is compatible and the higher version is incompatible, incorrect indicator is displayed after installing the app with the lower version
      1. Log in as the admin.
      2. Navigate to the All Applications page, and search for an app with the following condition:
        • 1.0 - Compatible
        • 2.0 - Incompatible
      3. Install the lower version of the app.
      4. After the installation, select the lower version from the version drop-down list.

      Notice that for version 1.0, the indicator is displayed as 'Incompatible' instead of 'Compatible'.

      Appsec – Platform Dev

      PRB1349112

      The introduction of Security Knowledge Base causes duplicate articles

      Authentication - SSO

      PRB1355735

      KB0758058

      E- signature fails since IdP requires signed SAML request from the instance, but SAML request is not signed

      Refer to the listed KB article for details.

      Automated Test Framework

      PRB1316741

      The date/time GEM pills do not work correctly with the 'ON' operator

      AWA: Routing and Assignment

      PRB1353215

      Missing record watcher responders are occasionally observed for Advanced Work Assignments

      Change Management

      PRB1361797

      The workflow is not able to set approvals generated by the Change Approval Policy activity to 'Requested' again for an individual user approval
      1. Ensure that a user group has a manager.
      2. Move a low-risk normal change request that is assigned to this user group to the 'Authorize' state.

        You should now have a single user approval for the group's manager.

      3. Move the change request to On-hold and save.

        Notice that the manager's approval is set to 'No longer required'.

      4. Move the change request out of On-hold and save.

      Notice that the manager's approval is not set to 'Required'.

      Change Management Risk Assessment

      PRB1343822

      Risk conditions are not evaluated correctly when set to Leave Alone

      Cloud Management Application

      PRB1317849

      KB0752999

      The 'Instantiates: Instantiated by' relationship is not created between cmdb_ci_vmware_instance and cmdb_ci_win_server after provisioning the VMware stack and then running the OS discovery

      Refer to the listed KB article for details.

      Cloud Management Application

      PRB1347052

      The container is reverted to the version in which the class name and the background image are lost when the 'Cloud Management' plugin is installed

      Cloud Management Application

      PRB1355331

      CIs are incorrectly set to Absent/ Terminated in cloud discovery CMPReconciler uses getDisplayValue() for comparisons instead of GlideDateTime(), causing CIs to be incorrectly set to Absent/Terminated in cloud discovery.

      Cloud Management Application

      PRB1357008

      Azure billing download fails with 'Socket timeout' when downloading data from previous months The billing download can fail if the billing size is large. When downloading the billing data for the current month, it works fine. However, when downloading for previous months, AzureBillingProbe encounters 'Socket timeout' and the download fails.

      Cloud Management Application

      PRB1357976

      Upgrading to Madrid breaks Azure cloud billing jobs on a domain separated instance This problem affects users upgrading to Madrid from their pre-Madrid domain separated instance with Azure Enterprise Agreement Credential configured (sn_cmp_azure_ea_ credential).

      Customer Service Management

      PRB1321882

      Internal users do not have access to the publication content management page

      Customer Service Management

      PRB1331174

      Unable to submit a new publication with the expected number if the property 'glide.itil.assign. number.on.insert' is set to 'true'

      The Number field is mandatory for the publication table (sn_publications _publication), and its value should be populated by Number Maintenance. However, if the system property 'glide.itil.assign .number.on.insert' is set to 'true', the Number field will be empty on a new publication form.

      Since the number is mandatory, the record cannot be submitted until the field is populated. And since it is a text field, it can be populated with any random value without following the expected format/counter (i.e. PUB0000001).

      1. Activate the Targeted Communication plugin.
      2. Set the system property 'glide.itil. assign.number.on.insert' to 'true'.
      3. Navigate to sn_publications_publication.do.

      Notice that the Number field is empty and mandatory.

      Dashboards and Home Pages

      PRB1321988

      KB0744918

      The interactive filter creates a long URL that sometimes exceeds the browser limitation, producing a blank page error 'HTTP ERROR 400' When a report on a dashboard uses an interactive filter that has the option 'Apply to both database views and tables' selected, the URL that is generated when users drill down a report will have the 'filter condition' string appended multiple times.

      Refer to the listed KB article for details.

      Database Indexes

      PRB1353100

      Adding index to the sys_id column on shadow tables will run for longer time if the shadow table has many rows

      Database Indexes

      PRB1359816

      Snapshot tables do not have indexes on the primary key fields Snapshot tables do not have indexes on the primary key fields (for example, 'np$XXX.sys_id').

      Discovery

      PRB1348201

      KB0754325

      Network Switch pattern fails on Cisco Catalyst 3750 using SNMPv3 AES 256 The discovery of Cisco switches does not consider SNMPv3 when using AES 256 with Network Switch pattern.

      Refer to the listed KB article for details.

      Edge Encryption

      PRB1317505

      The Edge proxy failover does not work when the upgrade fails because of locked resources, and the upgrade fails when the proxy host property points to the load balancer

      Edge Encryption

      PRB1361970

      When an Edge-encrypted record contains Windows special characters (for example, " ) or emoji, the Edge proxy fails to process this record when retrieving through REST API or Service Portal
      1. Install and configure the Edge Encryption proxy.
      2. Create the encryption configuration on incident::Description.
      3. Create a record containing the quote-like special character < " > (You can use Outlook mail to get the character).
      4. Try to retrieve this record through the REST API explorer or Service Portal.
      Note: Viewing and editing the record in the HTML form is not affected.

      Event Management

      PRB1356077

      SNMPTrapListener is not parsing the OctetString and other inherited classes as expected

      SNMPTrapListener is parsing standard SNMP objects (for example, DateAndTime) as a simple OctetString. As a result, the SN event contains an incorrect or non-readable value.

      To fix the issue, a new script include 'SnmpOIDCustomParsingLogic' has been added on the MID side (ecc_agent_script_include), which allows to parse complex objects according to the OID key.

      The script invocation is managed by the property 'mid.em.snmp_oid.custom _parsing_logic.enabled', and the default value is 'false'. To enable the script include, navigate to the 'ecc_agent _property' table, then add the above property and set the value to 'true'.

      Event Management

      PRB1361776

      SNMP listener parser does not cut off trap counter from the OID name, and event rules cannot extract information from the additional info SNMP listener parser does not cut off trap counter from the OID name. This causes conflicts in the event rules to extract information from the event additional info.

      Financial Management

      PRB1361007

      Expense lines processing the account actuals amount in the incorrect fiscal period

      Flow Designer

      PRB1336719

      Outputs for actions (in this case, AD actions) are changed when publishing the flow Outputs for actions (in this case, AD actions) are changed when publishing the flow. After publishing, instead of 'Status', this is changed to 'Error Code' (one of the input variables of that action).

      Flow Designer

      PRB1357985

      OncePerUniqueChange is not properly handling journal fields

      Guided Tours

      PRB1357687

      When creating an HR payroll case, the tour in the standard UI fails while playing when the callout is added to the select2 element for the next option
      1. Create a tour for the HR payroll case.
      2. Add the callout to any select2 element on the details page of the payroll case.
      3. After creating the case, place the last callout in the newly created case and then move to the next page.

      Notice that the tour fails in the newly created case.

      Human Resources

      PRB1361338

      Upgrade performance improvements

      Human Resources Service Management

      PRB1359281

      Issues with accessing the sys_journal _field entries via API after installing the Human Resources: Core plugin When activating the HR scoped application plugin, the sys_journal_field table is not visible to the admins (users who possess the admin as well as the HR core admin roles).

      IntegrationHub

      PRB1348687

      Remove password reset flows

      IntegrationHub

      PRB1359864

      The IntegrationHub Runtime plugin should be added as a dependency to the AD and Azure AD spoke plugins
      1. Navigate to Plugins and then to Microsoft AD spoke plugin/Microsoft Azure AD spoke plugin.
      2. Verify the dependencies for the plugins.

      Notice that the IntegrationHub Runtime plugin is not available, but it should be added as one of the dependencies.

      Knowledge Management

      PRB1327232

      KB0744491

      The KB field/widget 'Affected products' displays outdated data When performing the global search on the published article, the previous version of the same article shows old/removed Affected CIs related list.

      Refer to the listed KB article for details.

      Knowledge Management

      PRB1353796

      Setting array_denormalized to false can break functionality on the knowledge table

      NotifyNow

      PRB1355774

      Change the Licensable flag on the Notify plugin to prevent an entitlement check

      Password Reset Application

      PRB1362213

      Emails with the verification code for the SMS device are set to SMTP notification _type and thus cannot be delivered to mobile devices

      Persistence

      PRB1303260

      KB0712342

      Trend reports against the date and time fields are sorted in the alphabetical order instead of the numerical order in an Oracle database In an Oracle database, after a trend report is run against the Date/Time field, the data are sorted in the alphabetical order instead of the numerical order.
      1. Log in as the administrator in an instance based on the Oracle database.
      2. Navigate to Reports > Create New.
      3. Switch to the Classic UI.
      4. Select the below options:
        • Table: Incident
        • Type: Trend
        • Group by: Active
        • Trend by: Opened
        • Per: Hour
        • Aggregation: Count
        • No. groups: System Default (12)
      5. Run the report.

      Notice that the output data appear in the alphabetical order.

      Persistence

      PRB1342559

      The Oracle zBoot fails to create an index on pa_ migration_ignored_scores This problem includes a fix for the pa_migration_ ignored_scores table, but the issue may occur for newer tables.

      Persistence

      PRB1353244

      When the cleaning rollback job is running, the rollback can potentially delete data from tables that are not shadow tables

      Persistence

      PRB1355337

      The 'Hybridize' function fails when the task has an element with a long name When the task itself (not any of its children) has an element with a long name (>30 characters), the 'Hybridize' function fails with an error.

      Persistence

      PRB1357987

      Performance degradation caused by the memory leak to the database connection With the Madrid driver update, less memory is held unnecessarily by the database.

      Project Portfolio Management

      PRB1329749

      The Calculate ROI project business rule is running with the incorrect order If users only change the operating or capital cost of a project, the ROI will not be recalculated.

      Project Portfolio Management

      PRB1344081

      If the edit mode is enabled for specific cost plans, when users select a different row and then come back to the original row, all cost values are removed In the Financials tab of the planning console, when users select the cost cells of a cost plan within specific fiscal months/years, if they double-click a cell to enable the edit mode and then select another cell without saving, the following console error displays: 'TypeError: Cannot read property 'cost_type' of null'. If users then select the original cell, the cost value will be cleared for not only that cell but the entire cost plan.

      Resource Management

      PRB1350114

      The weekend time card hours are not captured in the resource plan and resource allocation actuals
      1. Create and allocate a resource plan for a project for a single user.
      2. Inspect the created resource allocation and dailies.

        No allocations are created for Saturday or Sunday.

      3. Impersonate the user resource and navigate to Time Sheet Portal.
      4. As the resource, generate a time card for the project and enter hours for Saturday or Sunday.
      5. Submit the time card.
      6. Impersonate as the admin or the time card approver.
      7. Approve the resource's time card.
      8. Inspect the resource plan and the resource plan's daily allocation records.

        No hours are logged for the weekend work.

      9. Navigate to the Resource Allocation Daily table.

      Expected behavior: The time logged on a Saturday or Sunday is counted in the resource plan actuals once the time card is approved. In the event that the time is logged on a date for which the resource is not allocated, a daily allocation record is created and linked to the resource allocation and the hours worked roll up to the resource plan's actual hours.

      Actual behavior: A daily allocation record has been created for the weekend time, but no hours are logged and the daily is not tied to the Resource Allocation record.

      Resource Management

      PRB1357740

      Aggregates are showing incorrectly when the confirmed/ allocated hours of the users are updated in the resource workbench
      1. Create a user and add the 'pps_resource' role.
      2. Add the user to any group (sys_user_group), and assure that the role 'pps_resource' is added to the group.
      3. Create any demand with the duration of 1-3 months.
      4. Click the Resource Plan tab and click Manage that redirects to the 'Allocation workbench'.
      5. Create any resource plan on the demand from August to October.

        Notice that the planned hours are distributed randomly across August, September, and October.

      6. Select the user 'Tom Cruise' in the lower tab of the allocation workbench.
      7. Click Confirm.
      8. Change the confirmed/allocated hours in the workbench. For example, for the month of August, it is 25, and change it to 20.

      Notice that after changing the confirmed/ allocated hours, two more hours have been added to the availability of the user 'Tom Cruise', and they are assigned to the user for a non-working day.

      Security Incident Response

      PRB1359067

      The numbering of security response tasks is incorrect when tasks are created through Flow Designer
      1. Create the Record Created Trigger and select the incident table.
      2. Add an IF flow logic to the flow, and enter a single condition against the incident record from the Trigger Outputs, for example, Incident.number is '123'.
      3. Save the flow.
      4. Check the current number counter value for the incident table.
      5. Refresh the flow saved X times.
      6. Check the current number counter value.

      Notice that it has increased to the previous value plus X, or at least previous value plus X if other processes in the system are operating against the incident table to cause auto-numbering to be triggered (for example, insert, etc.).

      Service Catalog: Service Portal Widgets

      PRB1320017

      If there are consecutive single-line text variables and a multi-row variable set, entering a value in the single-line text variable and pressing Enter launches the multi-row variable set pop-up form

      Service Catalog: Service Portal Widgets

      PRB1323308

      KB0754076

      When updating or adding a new row in the multi-row variable set on Service Portal, the RITM form throws errors
      1. Create a catalog item with a multi-row variable set and several variables.
      2. Navigate to Service Portal.
      3. Try the item.
      4. Add several rows in the multi-row variable set and place an order.
      5. Open the generated RITM form in the portal and try to add one more row in the multi-row variable set.
      6. Save the changes.

      Notice that the record is updated and saved, but errors also occur.

      Service Catalog

      PRB1322402

      Incorrect user in backend catalog item orders after a two-step checkout for another user via Service Portal

      Service Catalog

      PRB1338751

      The variable set is out of order when a record producer is in an order guide Attaching a record producer with a variable set to an order guide does not set the expected order for variables. This inconsistency is displayed in question_answer and when viewing the variables through the variable editor.

      Service Catalog

      PRB1352906

      KB0758294

      Ordering a catalog item fails with an error when glide.sc.sp. twostep is set to false When glide.sc.sp.twostep is set to false, ordering a catalog item fails with the error 'FAILURE: Validations failed. Failed to Order Item'.
      1. Create an ATF test with two steps:
        1. Open a catalog item (SP) with the Apple iPad 3 catalog item.
        2. Order a catalog item (SP) and assert that it should succeed.
      2. Run the ATF test.

        It should pass.

      3. Change the value of the system property 'glide.sc.sp.twostep' to false.
      4. Run the ATF test.

      In the second step of the test, it fails with the message 'FAILURE: Validations failed. Failed to Order Item.'

      Service Level Agreement (SLA)

      PRB1359215

      For 2010 SLA engine, when the time zone of the SLA definition is different from the schedule time zone, the Stage field stays In Progress after the task is completed

      Service Level Agreement (SLA)

      PRB1359840

      If an SLA async processing job has to update a record with the state of 'error', it will not process any other jobs allocated to it and leave them 'queued' If an SLA async processing job has to update a record with the state of 'error', it will not process any other jobs allocated to it and leave them 'queued'. This can lead to a build-up of records with the state of 'queued' in 'sla_ async_queue', and they will never be processed and can eventually result in no SLA processing.
      1. Enable SLA async processing by navigating to the module 'SLA Engine' and checking the property for 'Execute the 2011 SLA engine asynchronously'.
      2. Navigate to the table 'sys_trigger' and find the record with the name 'SLA Async Delegator'.
      3. Update the type of this record from 'Repeat' to 'On demand'.

        This will temporarily disable the allocation of SLA Async Queue records to background jobs.

      4. Create 5 Incident records.
      5. Navigate to the table 'sla_async_queue' and confirm there are 5 records for the 5 incidents you just created.
      6. Update the record with the lowest 'Sequence' number to have an empty 'Update number' field.
      7. Navigate back to the table 'sys_trigger' and find the record 'SLA Async Delegator'.
      8. Update the type of this record from 'On demand' back to 'Repeat'.
      9. Navigate back to the 'sla_async_queue' table.

      After a few seconds, you will see that the record with the lowest 'Sequence' number has been updated to have the state of 'error' and the other 4 records have the state of 'queued', but the 'SLA Async Job' field is empty.

      Service Level Agreement (SLA)

      PRB1362323

      Async SLA processing can be delayed or stopped completely due to one or more records with a state of 'processing' in the 'sla_async _queue' table but with an empty 'SLA Async Job' field

      If SLA Async processing processes a record out of 'sla_async_queue' and the node responsible for running the job to perform the processing is restarted, this record will be left in a state of 'processing' but with an empty 'SLA Async Job' field. This means it will never be processed or updated by SLA processing and also reduces the number of jobs available to process 'sla_async_queue' by one job.

      This can result in delays in SLA processing, and if this happens 4 times, no SLA processing will be performed (SLA async processing is limited to a maximum of 4 concurrent jobs).

      Service Mapping

      PRB1346017

      The session is stuck and becomes unresponsive after trying to add an entry point for the second time The user session is held for a few minutes when adding an entry point to Application Service for the second time, following a previous failure of the same operation.

      Service Mapping

      PRB1354769

      Relations coming out of the outbound cluster EP are unnecessarily removed when other connections are created In the top-down discovery process, while discovering an outbound cluster through EP 1, some relations which are originated from different EPs and are connected to the same outbound cluster are unnecessarily removed.

      Service Portal

      PRB1330239

      Issue with the mandatory lookup select box variable in Service Portal
      1. Navigate to Service Portal and search for the catalog item 'Chat request'.
      2. Select any group in the 'Which group to chat with' variable.

        Group members will be automatically populated in 'Which one of the staff members to chat with'.

      3. Select 'IT securities' in the 'Which group to chat with' variable, which does not have any group members.

      Notice that 'Which one of the staff members to chat with' turns out gray and you are allowed to submit the item without filling in the mandatory field.

      Service Portal

      PRB1343949

      KB0749094

      Facets in the Knowledge Base search source do not work properly if there are multiple KB categories with the same name Knowledge search facets on Service Portal do not work if there is more than one category with the same name.

      Refer to the listed KB article for details.

      Service Portal

      PRB1356021

      In the CSM portal in Madrid, the catalog item widget does not expand fully as it does in other releases In Madrid, the CSM catalog item widget on the Create Contact page has the width of 8 cols instead of 12 cols, which makes the page layout different from that in other releases.

      Software Asset Management Professional

      PRB1350953

      The subscription client script 'Update upn on change of user' creates duplicate subscriptions for some common update scenarios

      Software Asset Management Professional

      PRB1354531

      If the user has more than two entitlements (common per user) with the same downgrades and different allocations, only the first entitlement's allocations are honored

      Software Asset Management Professional

      PRB1355672

      Reconciliation fails for Microsoft Reconciliation fails for Microsoft with an error in the log: 'undefined SAM:ReconciliationEngine'.

      Tables and Dictionary

      PRB1343917

      Deleting records from tables with columns stored offrow throws an error: 'Syntax Error...INSERT INTO sh$task_offrow...'
      1. Create a table that extends the task.
      2. Create a mediumtext column, for example, a string with a max length of 400.
      3. Activate the 'Database Column Offrow Migration' plugin.
      4. Open the Dictionary record for the column created in Step 2, and click the 'Move Column Offrow' related link.
      5. Click Start.
      6. Create a record on the table.
      7. Open the record and click Delete.

      Time Card Management

      PRB1294726

      The text overlaps in the Time Sheet breakdown widget in Worker Portal
      1. Open Worker Portal.
      2. Add 2-3 time cards from the Tasks tab to the time sheet and 3-4 from the Other tab.
      3. Keep adding time to these time cards in the time sheet.

      Notice that the text sometimes overlaps in the Time Sheet breakdown widget, and sometimes the text is hidden. The widget is not consistently showing all the time sheets.

      Note: This only happens if you have a category (non-task) with a long name.

      Update Sets

      PRB1353556

      KB0754321

      The preview of the batched update set that adds a new scoped application fails and cannot be committed Errors occur when committing the batched update set that adds one or more new scoped applications.

      Refer to the listed KB article for details.

      Vendor Security Risk Assessment (VSRA)

      PRB1351992

      Whenever a vendor risk assessment is returned for review, any attachment present in the assessment is removed

      Whenever a risk assessment is returned to the vendor for review, any attachment present in the assessment is removed. The attachment is not resubmitted.

      In a scenario where the attachment field in the assessment is a required field, the vendor is unable to resubmit the assessment unless they reattach the documents. This results in the responses having duplicate attachments.

      Virtual Agent Platform

      PRB1352127

      The availability of the agents is not updating on Service Portal, and users need to refresh the page to see the correct availability When agents are offline and users try to contact support from Service Portal, they will first get the message 'Routing to live agent'. However, if users refresh the page and start the conversation again, they will get the correct message 'No chat agents currently available'.

      Web Services

      PRB1331616

      Duplicate login windows appear for IE11 In IE11, after 'Session Timeout', duplicate login windows appear on the screen. Users can still use the top window to log in.

      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 7
      • Madrid Patch 6
      • Madrid Patch 5
      • Madrid Patch 4b Hotfix 2
      • 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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