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

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.

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

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.	In the first table (for example, kb_knowledge), create a record with a short description containing wordA.wordB.wordC-wordD. In another table (for example, incident), create a record with a short description containing wordA.wordB. 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		Create a Date field on the incident form. 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 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.	Install Agent Workspace, Agent Chat, Advanced Work Assignment, and Consumer Service Portal plugins. Set up the AWA queue for product support and make sure you have a user in the associated group. Impersonate the user who is the agent for the product support queue. Navigate to /workspace, and in the inbox section, make yourself available. In another browser, as an unauthenticated user, navigate to /csp and click Live Chat. Fill in the mandatory fields, and make sure to choose product support, and then submit. 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. As the end user, click the three dots icon again and select End Conversation. 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		Log in as the admin. Navigate to the All Applications page, and search for an app with the following condition: 1.0 - Compatible 2.0 - Incompatible Install the lower version of the app. 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		Ensure that a user group has a manager. 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. Move the change request to On-hold and save. Notice that the manager's approval is set to 'No longer required'. 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).	Activate the Targeted Communication plugin. Set the system property 'glide.itil. assign.number.on.insert' to 'true'. 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		Install and configure the Edge Encryption proxy. Create the encryption configuration on incident::Description. Create a record containing the quote-like special character < " > (You can use Outlook mail to get the character). 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		Create a tour for the HR payroll case. Add the callout to any select2 element on the details page of the payroll case. 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		Navigate to Plugins and then to Microsoft AD spoke plugin/Microsoft Azure AD spoke plugin. 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.	Log in as the administrator in an instance based on the Oracle database. Navigate to Reports > Create New. Switch to the Classic UI. Select the below options: Table: Incident Type: Trend Group by: Active Trend by: Opened Per: Hour Aggregation: Count No. groups: System Default (12) 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		Create and allocate a resource plan for a project for a single user. Inspect the created resource allocation and dailies. No allocations are created for Saturday or Sunday. Impersonate the user resource and navigate to Time Sheet Portal. As the resource, generate a time card for the project and enter hours for Saturday or Sunday. Submit the time card. Impersonate as the admin or the time card approver. Approve the resource's time card. Inspect the resource plan and the resource plan's daily allocation records. No hours are logged for the weekend work. 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		Create a user and add the 'pps_resource' role. Add the user to any group (sys_user_group), and assure that the role 'pps_resource' is added to the group. Create any demand with the duration of 1-3 months. Click the Resource Plan tab and click Manage that redirects to the 'Allocation workbench'. Create any resource plan on the demand from August to October. Notice that the planned hours are distributed randomly across August, September, and October. Select the user 'Tom Cruise' in the lower tab of the allocation workbench. Click Confirm. 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		Create the Record Created Trigger and select the incident table. 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'. Save the flow. Check the current number counter value for the incident table. Refresh the flow saved X times. 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		Create a catalog item with a multi-row variable set and several variables. Navigate to Service Portal. Try the item. Add several rows in the multi-row variable set and place an order. Open the generated RITM form in the portal and try to add one more row in the multi-row variable set. 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'.	Create an ATF test with two steps: Open a catalog item (SP) with the Apple iPad 3 catalog item. Order a catalog item (SP) and assert that it should succeed. Run the ATF test. It should pass. Change the value of the system property 'glide.sc.sp.twostep' to false. 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.	Enable SLA async processing by navigating to the module 'SLA Engine' and checking the property for 'Execute the 2011 SLA engine asynchronously'. Navigate to the table 'sys_trigger' and find the record with the name 'SLA Async Delegator'. 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. Create 5 Incident records. Navigate to the table 'sla_async_queue' and confirm there are 5 records for the 5 incidents you just created. Update the record with the lowest 'Sequence' number to have an empty 'Update number' field. Navigate back to the table 'sys_trigger' and find the record 'SLA Async Delegator'. Update the type of this record from 'On demand' back to 'Repeat'. 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		Navigate to Service Portal and search for the catalog item 'Chat request'. 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'. 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...'		Create a table that extends the task. Create a mediumtext column, for example, a string with a max length of 400. Activate the 'Database Column Offrow Migration' plugin. Open the Dictionary record for the column created in Step 2, and click the 'Move Column Offrow' related link. Click Start. Create a record on the table. Open the record and click Delete.
Time Card Management PRB1294726	The text overlaps in the Time Sheet breakdown widget in Worker Portal		Open Worker Portal. Add 2-3 time cards from the Tasks tab to the time sheet and 3-4 from the Other tab. 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.

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Release version

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.

Security-related fixes

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.	In the first table (for example, kb_knowledge), create a record with a short description containing wordA.wordB.wordC-wordD. In another table (for example, incident), create a record with a short description containing wordA.wordB. 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		Create a Date field on the incident form. 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 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.	Install Agent Workspace, Agent Chat, Advanced Work Assignment, and Consumer Service Portal plugins. Set up the AWA queue for product support and make sure you have a user in the associated group. Impersonate the user who is the agent for the product support queue. Navigate to /workspace, and in the inbox section, make yourself available. In another browser, as an unauthenticated user, navigate to /csp and click Live Chat. Fill in the mandatory fields, and make sure to choose product support, and then submit. 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. As the end user, click the three dots icon again and select End Conversation. 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		Log in as the admin. Navigate to the All Applications page, and search for an app with the following condition: 1.0 - Compatible 2.0 - Incompatible Install the lower version of the app. 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		Ensure that a user group has a manager. 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. Move the change request to On-hold and save. Notice that the manager's approval is set to 'No longer required'. 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).	Activate the Targeted Communication plugin. Set the system property 'glide.itil. assign.number.on.insert' to 'true'. 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		Install and configure the Edge Encryption proxy. Create the encryption configuration on incident::Description. Create a record containing the quote-like special character < " > (You can use Outlook mail to get the character). 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		Create a tour for the HR payroll case. Add the callout to any select2 element on the details page of the payroll case. 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		Navigate to Plugins and then to Microsoft AD spoke plugin/Microsoft Azure AD spoke plugin. 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.	Log in as the administrator in an instance based on the Oracle database. Navigate to Reports > Create New. Switch to the Classic UI. Select the below options: Table: Incident Type: Trend Group by: Active Trend by: Opened Per: Hour Aggregation: Count No. groups: System Default (12) 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		Create and allocate a resource plan for a project for a single user. Inspect the created resource allocation and dailies. No allocations are created for Saturday or Sunday. Impersonate the user resource and navigate to Time Sheet Portal. As the resource, generate a time card for the project and enter hours for Saturday or Sunday. Submit the time card. Impersonate as the admin or the time card approver. Approve the resource's time card. Inspect the resource plan and the resource plan's daily allocation records. No hours are logged for the weekend work. 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		Create a user and add the 'pps_resource' role. Add the user to any group (sys_user_group), and assure that the role 'pps_resource' is added to the group. Create any demand with the duration of 1-3 months. Click the Resource Plan tab and click Manage that redirects to the 'Allocation workbench'. Create any resource plan on the demand from August to October. Notice that the planned hours are distributed randomly across August, September, and October. Select the user 'Tom Cruise' in the lower tab of the allocation workbench. Click Confirm. 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		Create the Record Created Trigger and select the incident table. 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'. Save the flow. Check the current number counter value for the incident table. Refresh the flow saved X times. 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		Create a catalog item with a multi-row variable set and several variables. Navigate to Service Portal. Try the item. Add several rows in the multi-row variable set and place an order. Open the generated RITM form in the portal and try to add one more row in the multi-row variable set. 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'.	Create an ATF test with two steps: Open a catalog item (SP) with the Apple iPad 3 catalog item. Order a catalog item (SP) and assert that it should succeed. Run the ATF test. It should pass. Change the value of the system property 'glide.sc.sp.twostep' to false. 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.	Enable SLA async processing by navigating to the module 'SLA Engine' and checking the property for 'Execute the 2011 SLA engine asynchronously'. Navigate to the table 'sys_trigger' and find the record with the name 'SLA Async Delegator'. 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. Create 5 Incident records. Navigate to the table 'sla_async_queue' and confirm there are 5 records for the 5 incidents you just created. Update the record with the lowest 'Sequence' number to have an empty 'Update number' field. Navigate back to the table 'sys_trigger' and find the record 'SLA Async Delegator'. Update the type of this record from 'On demand' back to 'Repeat'. 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		Navigate to Service Portal and search for the catalog item 'Chat request'. 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'. 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...'		Create a table that extends the task. Create a mediumtext column, for example, a string with a max length of 400. Activate the 'Database Column Offrow Migration' plugin. Open the Dictionary record for the column created in Step 2, and click the 'Move Column Offrow' related link. Click Start. Create a record on the table. Open the record and click Delete.
Time Card Management PRB1294726	The text overlaps in the Time Sheet breakdown widget in Worker Portal		Open Worker Portal. Add 2-3 time cards from the Tasks tab to the time sheet and 3-4 from the Other tab. 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.

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Madrid Patch 8

Madrid Patch 8

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Madrid Patch 8

Madrid Patch 8

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