Madrid security and notable fixes

Usage Analytics

PRB1268561

KB0685641

• The number of entries in the usageanalytics_count_cfg table is too low - less than 100.
• The number of entries in the usageanalytics_count_cfg table does not match the number of corresponding entries in the parent sys_metadata table.

Refer to the listed Known Error KB article for details.

List v2

PRB570571

KB0522575

Refer to the listed Known Error KB article for details.

Instance Automation

PRB1290818

Condition Builder

PRB1165671

KB0679490

Refer to the listed Known Error KB article for details.

Outbound Messaging

PRB1305586

KB0714559

While waiting for a result, the APIs will actually sleep() a precious instance thread, blocking that thread from being used by anything else during the waiting time. This blockage causes backlogs and even thread exhaustion in scheduler workers, event processing, and semaphores.

For information on best practices for RESTMessageV2 and SOAPMessageV2, refer to KB0716391.

Refer to the listed Known Error KB article for details.

Clone Issues

PRB1262541

KB0689695

This error is not always reproducible but occurs occasionally when a clone is generated.

Forms and Fields

PRB1295337

KB0716500

Refer to the listed Known Error KB article for details.

Persistence

PRB1097705

Authentication - SSO

PRB1265474

KB0686762

1. Set up your instance with the Multi SSO plugin.
2. Log in using SSO (at least once to allow a cache of the glide_sso_id cookie on your browser).
3. Log out of the instance.
4. Open the URL https://<instance_name>.service-now.com/incident_list.do?sysparm_query=sys_created_onONToday @javascript:gs.beginningOfToday()@javascript:gs.endOfToday()

In some cases, you will note the redirection to /not_allowed.do, instead of the IdP login page.

Activity Stream

PRB1103343

KB0634440

1. In UI16, navigate to Incident > Open.

   Confirm there are journal fields and Work Notes displayed above the Activity Formatter.

2. Set glide.ui16.live_forms.enabled to false.
3. Return to the incident form.

   The journal fields do not display.

If you inspect the element, the journal field is set to display: none.

UI Action

PRB1177696

KB0657391

Refer to the listed Known Error KB article for details.

Service Catalog

PRB1301731

Audit History

PRB692288

KB0622879

1. Log in as a user with the admin role.
2. Access /cmdb_ci_computer.do and create a new record named TestComputer1.
3. Access /cmdb_ci_computer.do and create a new record named TestComputer2.
4. In the TestComputer 2 record, click + on the Related Items widget and add a CI Relationship.
5. In the Suggested relationship types section, select Connects (Child).
6. In the Configuration Items section, locate and check TestComputer1.
7. In the Relationships section, click + to add the relationship.
8. Click Save and Exit to return to the TestComputer2 record.
9. Access History > List and sort descending by Update number.

   As an admin user, the relationship record is displayed in the History Set.

10. Repeat these steps as a non-admin user.

The relationship record is not displayed.

The list may contain a message that one or more rows were removed due to security constraints.

MID Server

PRB1287729

KB0688954

Refer to the listed Known Error KB article for details.

Condition Builder

PRB1240334

KB0687788

1. Create a report of any type in the new Report Designer.
2. Set the table to task.
3. Add a new filter with the change task > close code.
4. Save the report.
5. Refresh the page.
6. Expand the filter.

Incident Management

PRB659931

KB0595578

• template_scheduler
• template_editor_group
• template_editor_global
• template_editor

1. Log in to your instance with an account that has one of the following roles and not admin:
   • template_scheduler
   • template_editor_group
   • template_editor_global
   • template_editor
2. Navigate to System Definition > Templates.
3. Click New.
4. Fill in the fields and configure table field to [incident].

All the fields on the form are not available.

Templates

PRB1175777

KB0692580

1. Log in as an admin.
2. If required, activate the Automated Test Framework plugin (com.glide.automated_testing_framework).
3. Add the itil and atf_test_admin roles to Abel Tuter.
4. Impersonate Abel Tuter.
5. Open any incident and check that you can see all the fields.
6. Navigate to Automated Test Framework > Tests and click New.
7. Enter the following values:
   • Create a test with the test name as Test1 and save it.
   • Select Add Test Step.
   • Select Form > Open a New Form and select the table name as "incident".
8. Save the record.
9. Click Add Test Step and go to Form > Set Field Values.
10. Open the list for Field Values.

It shows only three or four field names. Users with the itil role expect to see all the fields in the incident form.

Core Platform

PRB1193055

KB0720516

Refer to the listed Known Error KB article for details.

HTML Editor

PRB1252414

Event Management

PRB1175385

KB0639200

When the Chrome browser is upgraded to version 61.0.3163, the Event Management dashboard and the Service Mapping map are redirected to the home page.

Refer to the listed Known Error KB article for details.

Application Navigator & Banner Frame

PRB1245970

KB0661821

1. Enable UI16.
2. Use List v2.
3. Use a list of records module in the application.
4. Navigate to a list of records, such as Incidents > Open > System & Security > Users and GroupsUsers.
5. Use the pagination controls to navigate to a page other than the first page of results.
6. Click a record to open it.
7. Click the platform back button to return to the list.

Observe it returns to the first page of the original list results.

Usage Analytics

PRB1266341

KB0712012

Lists

PRB1004508

KB0696733

Refer to the listed Known Error KB article for details.

Activity Stream

PRB1158420

KB0714294

1. Log in an early Kingston or London instance.
2. Configure the email and create an Activity in an Incident with Email content.
3. Open an Incident that contains an Email Activity.
4. Click Show email details.

   Observe the content is opened within the same Activity.

5. Uncheck Sent/Received Emails on the Filter.
6. Check Sent/Received Emails again on the Filter.
7. Click Show email details.

Observe the content of the email is opened in a new page instead.

Persistence

PRB632458

KB0639117

1. Create a table called testtable1.

   For more information, see the product documentation topic Create a table.

2. Create a reference field to cmn_location on testtable1 and set it as the table's display value.

   For more information, see the product documentation topic Add a reference field.

3. Create a few records on testtable1.
4. Create a table called testtable2.
5. Create a reference field to testtable1 and set this as the table's display value.
6. Create a few records on testtable2.
7. Open a list of testtable2 records and sort by the reference field created on testtable1.

The values display as sys_ids in list view.

Activity Stream

PRB1236361

Activity Stream

PRB1239065

KB0695921

1. Navigate to System Definitions > Tables > sysapproval_approver.
2. Add the attribute 'email_client=true' and save.
3. Create a table called Work Order(u_work_order) and make sure it extends the Task table.
4. Go to u_work_order.do.
5. Configure form layout and add the fields 'Number' and 'Approval'.
6. Configure related lists and add the list 'Approvers'.
7. Submit the new Work Order.
8. Go to the work order record and change the approval field to 'Requested'.
9. In the 'Approvers' related list add 'admin' as an approver.
10. Click into the admin's approval record.
11. Click in the 'More options (...)' menu in the form header.
12. Create and send an email.
13. Navigate to sys_email and order the emails z to a by 'Created'.
14. Click into the email record you created.
15. Change the email type to 'sent' and save.
16. Go back to the 'sysapproval_approver' record.
17. Click Show email details for the email in the activity feed.

Expected behavior: Window expands to show email details.

Actual behavior: Nothing happens, no errors in console either If you then configure form layout and remove the 'Approval summarizer' formatter then the 'Show email details' works.

Activity Stream

PRB1262450

KB0684027

1. Create the glide.ui16.emailStreamResponseActions system property with type true/false and set it to true.
2. Import the attached UI macro.
3. Expand the activity stream entry for email in the incident.

   You might have to send an email to create one.

4. Click Reply.

Rather than sysparm_sys_id being set to the sys_id of the source record, it is empty.

Activity Stream

PRB678085

KB0691982

1. Create a UI Policy with the following data:
   • Table = Incident
   • Application = Global
   • Conditions: State is Resolved
   • UI Policy Actions
     • Field name = comments
     • Mandatory = True
     • Visible = Leave alone
     • Read-only = Leave alone
2. Open any incident record whose state is not resolved.
3. Update the field Additional comments (Customer visible) with any string value.
4. Click Post.

   The activity log will get updated.

5. Change the State to Resolved and navigate to the Additional comments (Customer visible) field.

The previous value is in the field.

Activity Stream

PRB709876

API

PRB1313291

KB0716422

Refer to the listed Known Error KB article for details.

Approvals

PRB1187111

KB0692731

1. Clear the browser cache.
2. Clear the instance cache.
3. Open the browser's console.
4. Navigate to sysapproval_approver.list.
5. Open any existing record.

Observe the following error in the browser console: Uncaught SyntaxError: Unexpected token;

Asset Management

PRB1296537

Asset Management

PRB1300363

Asynchronous Message Bus

PRB710024

1. Create a MID Server pointed at an instance.
2. Configure a user on the instance with the Web service access only flag set.

Authentication

PRB1258396

1. Set up the SAML authentication.
2. Try to log in in a loop with and without using the same JSession ID.
3. Create around 3000 guest sessions, or reuse the same session ID and try to log in a few thousand times without entering credentials.

On a few instances, the memory usage was high.

Authentication

PRB801361

Change Management

PRB1303778

Change Management

PRB713373

KB0647724

Refer to the listed Known Error KB article for details.

Chat

PRB1114155

KB0662449

Refer to the listed Known Error KB article for details.

Chat

PRB1242509

KB0689003

1. Ensure that the Domain Separation and Connect plugins are active.
2. Go to sys_user.list and include the Domain column in the list.
3. Set a domain of two users to different sub-domain.

   For example, using the demo data, set ITIL user to TOP/MSP and set Fred Luddy to TOP/ACME.

4. Pick a record which was created by user 'ITIL User', for example, INC0000052.
5. Impersonate Fred Luddy.
6. Try to view INC0000052 from the Service Portal. You can modify this link to see the incident: https://<instance name>.service-now.com/sp?sys_id=<sys id of incident INC0000052>&view=sp&id=ticket&table=incident
7. Check the live_profile record for the recently created records.

The live profile record for 'ITIL user' is correctly created with the domain TOP/ACME but the name field shows the sys_id of the user record rather than the user name.

Because the sys_id in the name field of live_profile record, when that user participates in a Chat conversation, the sys_id is displayed instead of the user's name.

Chat

PRB1277561

KB0692074

Refer to the listed Known Error KB article for details.

Chat

PRB676305

KB0598847

Refer to the listed Known Error KB article for details.

Chat

PRB681459

KB0657223

1. Initiate a Connect Support chat queue session with a user.
2. Create an incident from the Connect chat session.
3. Continue chatting back and forth within the Connect session.
4. Review the email log.

Each message creates an incident.commented email. Connect chat should allow for decoupling of those messages. This could, for example, be handled by submitting a different event instead of incident.commented to allow email messages to be excluded for continued chat activity.

Chat

PRB707295

KB0623833

1. Install the following plugins:
   • Connect V1.0.0
   • Connect Support V1.0.0
   • Chat V1.3.0
2. In a Chrome or IE browser window, go to the following link:

   <instance name>/nav_to.do?uri=/$chat_support.do%3FqueueID%3Dc54f0abf0a0a0b452db84664f409c79c

3. In the Service Desk Chat, type something like 'Need Help'.
4. On a different browser (Firefox), impersonate David Loo, a member of the Service Desk Chat.
5. Click Accept to accept the Chat.
6. On Chrome, go to the following table:

   <instance name>/chat_queue_entry_list.do?sysparm_query=queue%3Dc54f0abf0a0a0b452db84664f409c79c%5E&sysparm_nostack=true

7. Add the column Assignment group.

This field is not populated.

Condition Builder

PRB1160513

KB0657428

Refer to the listed Known Error KB article for details.

Condition Builder

PRB1242164

KB0688305

Filters used on v2 lists and filters made on reports work and show the expected result only within the same language used to create or to edit that filter.

Refer to the listed Known Error KB article for details.

Condition Builder

PRB1247155

Condition Builder

PRB1261825

KB0687787

1. Navigate to a homepage and click Add Content.
2. Add a Filter from any table, Incident, for example.
3. Add another filter with different conditions from the same table on the homepage.

   Notice that the record count on both the filters shows up to be the same as the report on top of the page.

4. Try to sort any column on the filter at the bottom.

The screen control jumps up to the first filter and that is sorted. Similar behavior can be noticed when using dashboards.

Condition Builder

PRB663226

KB0598784

1. Access incident_list.do.
2. Perform the search: Keywords are software.

   Approximately 12 records are returned.

3. Perform the search: Keywords are hardware.

   Approximately 14 records are returned.

4. Perform the search: Keywords are software OR Keywords are hardware.

   No records are returned.

5. Group the empty result by the number field.

No records are displayed, but there are 26 matches.

Configuration Management Database (CMDB)

PRB1102415

Configuration Management Database (CMDB)

PRB1272847

Configuration Management Database (CMDB)

PRB1283753

The CMDB Baseline Diff formatter has no maximum limit for the number of changes that will be listed, causing the rendering of the form to time out, or if it loads then the form is unusable due to the size.

Once you upgrade to a release version with the fix for this PRB, the new default for the number of changes to be displayed on any CI form is limited to 10 (max). To modify this value, create the system property com.cmdb.baseline.max_changes.

Core Platform

PRB1259193

KB0683250

The Document Viewer plugin was published in the Kingston release notes as a new feature, and there is public documentation on how to get it to work. However, the plugin is in the development stage, and customers don't have access to activate it.

Starting in the Madrid release, the Document Viewer plugin will be available for customers to use and install.

Refer to the listed Known Error KB article for details.

Core Platform

PRB1286063

KB0690196

1. Create five records in location table as follows (with name as Location1, Location2, Location3, Location4, Location5).
2. Create one more record with name as LocationCentral in location table.

   Note that there are six records on location table.

3. Go to Normalization and create a normalization called Location Name Normalization.

   For more information, see the product documentation topic Normalization Data Services.

4. Set the following properties:
   • Table: cmn_location
   • Field: Name
   • Coalesce each normal: Checked
5. Save the records. Do not click Collect Pending Values in related links.
6. To create a new entry, navigate to Normalized Value > New. Provide the following values for it, and save it.
   • Value: Test
   • Coalesce to: LocationCentral
7. In the Alias tab on the form that appears, click Aliases under related links and add all the values created earlier (Location1 through Location5).
8. Go back to Normalization. Activate and run the jobs.
9. After a while, check the locations.

Note that location1 through location5 are normalized to LocationCentral, but you see all six records. The expectation is to have one single record because Coalesce was selected. If you go to the data jobs, note that all of these records are stuck in Running.

Core Platform

PRB1292566

Core Platform

PRB584906

KB0523421

The attachment file extension is removed from the file name if the attachment file name is longer than what is defined for the sys_attachment > column name 'file_name' attribute: Max length.

In addition, on the Manage attachment screen, the attachment icon may not display the file type correctly (for example, Outlook file type). This makes it hard to identify the type of attachment when the file extension is also removed due to the length of the file name.

Refer to the listed Known Error KB article for details.

Currency

PRB1287143

KB0692585

1. Create a Currency field on the incident table called Test Currency.
2. Open two browser sessions (for example, Chrome and Chrome incognito).
3. In session 1 log in as System Administrator user and be sure his System Settings have the language set to English.
4. In session 1, open INC0000015.
5. In session 2 log in as the ITIL user and make sure the user's System Settings have the language set to Spanish.
6. In session 2, open the same incident (INC0000015).
7. In session 1, set the Test Currency field value to a number between 1 and 999 and save the form.

   Notice in session 2 that the Test Currency field is marked as updated.

8. In session 2, update the title and save the record.

   Notice in session 2 that the Test Currency field is updated and multiplied by 100.

   Notice in session 1 that the Test Currency field is updated and multiplied by 100.

9. In session 2 Set the Test Currency field value to a number between 1 and 999 and save the form.

   Notice in session 1 that the Test Currency field is updated.

10. In session 1, update the title and save the record.

Notice in session 2 that the Test Currency field is updated and multiplied by 100.

Notice in session 1 that the Test Currency field is updated and multiplied by 100.

Dashboards and Home Pages

PRB1261599

KB0688483

Refer to the listed Known Error KB article for details.

Dashboards and Home Pages

PRB1309482

Dashboards and Home Pages

PRB662349

KB0688491

1. Create a list report with the field sys_tags added to the report as the third column.
2. Save the report and title it My report.
3. Navigate to Homepages > Add Content.
4. Go to Reports, find your report, and add it to the Homepage.

Note that the Tag column is missing.

Dependency Views (BSM Map)

PRB1247008

KB0682464

Even if a CI is active and in use as a key part of the map, the Dependency View Map (BSM Map) hides relationships where the parent/child CI is set discovery_source=Duplicate.

Refer to the listed Known Error KB article for details.

Discovery

PRB1236854

Discovery

PRB1280464

Discovery

PRB1281592

KB0696013

Refer to the listed Known Error KB article for details.

Discovery

PRB1292140

KB0692003

1. Activate the Normalization Data Services plugin.
2. Make sure that the properties are set to true.
   • glide.cmdb.canonical.discovery.enabled is supposed to allow discovery to make use of MakeAndModel normalization.
   • glide.cmdb.canonical.always_run runs at the business rule level and is intended to allow imports to be normalized.
3. Run discovery on any device.

After completing the discovery, duplicate models are created in the cmdb_model table.

Discovery

PRB1298290

Discovery

PRB1300147

Discovery

PRB1302209

Discovery

PRB1315336

Email

PRB1244841

KB0679920

1. On the Quick Message table (sys_email_canned_message), modify the dictionary record for the field Body to be the type String.

   For more information, see the product documentation topic Quick messages.

2. Create a quick message with some text in the body.
3. Navigate to an incident and open the Email client.
4. Apply the newly created quick message.

Note that the quick message selected is not being applied to the Email client body.

Email

PRB1268451

KB0696699

Refer to the listed Known Error KB article for details.

Email

PRB582715

Event Management

PRB1258563

KB0714146

Run upgrade from Kingston to London with the Event Management plugin activated.

Filters

PRB638064

Financial Management

PRB1276976

KB0693352

1. Activate the Project Portfolio with Financials plugin.
2. Navigate to a Demand record.
3. Click the Demand Budget UI Action on the Demand form.
4. Fill in the requested information on the budget pop-up dialog and submit it.

Expected behavior: The Demand form reloads with the updated budget values.

Actual behavior: After submitting the budget pop-up info, the screen is blanked and the demand budget is not updated.

Forms and Fields

PRB1153520

KB0656058

1. Open any one of the sc_task records and make sure that the Checklist formatter is not on the form.
2. Go to the list view of sc_task records and select multiple records to be updated.
3. Right-click the column name and select Update Selected from the context menu.
4. Try selecting a value for the reference fields like Assignment group.

   Note that the lookup icon to select works correctly.

5. Open one of the sc_task records. Right-click in the former header and choose Configure > Form Layout.
6. Add the Checklist formatter to the form.
7. Repeat the previous process and try updating multiple records.

Note that none of the reference lookups work and an error appears in the logs. You are not able to select a value for the reference field to update the records.

Forms and Fields

PRB1177791

1. Open up any Incident record.
2. Clear the Short description.
3. Click Update repeatedly.

Forms and Fields

PRB1195784

KB0696129

The Activity Formatter button is half obscured by the journal field.

Forms and Fields

PRB1238094

KB0696735

Refer to the listed Known Error KB article for details.

Forms and Fields

PRB1238248

KB0676164

Refer to the listed Known Error KB article for details.

Forms and Fields

PRB1244696

Forms and Fields

PRB1246612

KB0662267

1. Navigate to System Definition > Tables and go to the sysapproval_approver table.
2. Open any record.
3. Hover over the info icon on the Approving field.

Forms and Fields

PRB1257304

KB0686720

1. Open an incident form in Internet Explorer 11.
2. Make one of the choice fields read only, for example, the Impact field.
3. Run g_form.setReadOnly('impact','true'); on your browser console on incident.do.

Note that there is a drop-down downward arrow, as shown in the following screenshot.

Forms and Fields

PRB1257505

KB0691984

1. Make sure List V2 is active and the system property glide.ui.clickthrough.popup is set to true.
2. Go to any form where you can attach documents (for example, the incident form).
3. Click on the 'I' icon (clickthrough popup) to open the reference item in a new window and close the window.
4. Drag and drop any file from the local machine to the form to attach the file.

Note that multiple copies of the attachment are created. The number of attachments is directly proportional to the number of times you clicked the Clickthrough Popup icon.

Forms and Fields

PRB1261959

1. Open any change request where state is Authorized.
2. Modify the layout to add the Approvers list.
3. Go to Schedule tab.
4. Hover over the Actual start date or Actual end date fields.

The tooltip displays the date from the date type of the embedded list (Approvers) instead of the value for Actual start date or Actual end date fields.

Forms and Fields

PRB1273396

KB0689068

1. Ensure that List v3 is not enabled.
2. Set the glide.ui.clickthrough.popup system property to true.
3. Go to a record with a reference field, for example, a problem form.
4. Hover over the 'I' icon.

Although nothing should happen unless you click the icon, the preview pop-up window is triggered on hover and sometimes stays open even after the cursor is moved.

Forms and Fields

PRB1279803

KB0696126

1. Create a scripted UI policy for any table. Ensure it will run on mobile or Service Portal.
2. Open the form for that table in Service Portal.

Notice that there are JavaScript errors, and the script was not properly escaped.

Forms and Fields

PRB1297393

KB0714671

1. As an admin, navigate to /ess/incident_status.do.
2. Open INC0000005.
3. To view the referenced user record, click the reference icon for Caller or any other reference field.

The popup for the reference icon displays very briefly, then it disappears.

Forms and Fields

PRB1303681

KB0717241

Refer to the listed Known Error KB article for details.

Forms and Fields

PRB601488

KB0538677

When a reference field is dependent on another field, results are not being limited as expected when populating the field. This issue occurs if the field it is dependent on is not present in the form layout.

Results work as expected when editing a dependent reference field in a list, but not when editing the field on the form.

1. Log in as an admin on any instance.
2. Open any incident record and make sure Company is on the form.
3. Right click Watchlist > Configure Dictionary > Check [Use dependent field] > Select Company as dependent field > Save.
4. Navigate back to incident form in Default view and make sure Company field is populated with a value.
5. Click the Watchlist field and do a lookup.

   You can only see users under the specified company.

6. Right click the incident form > Configure > Form layout > Remove Company from the view.
7. Navigate back to incident form in Default view and click the Watchlist field and do a lookup.

   You can see all the users.

8. Navigate back to incident form in Default view and change the view to Self-service.
9. Click the Watchlist field and perform a lookup.

   You can see all the users.

10. Right click the incident form > Configure > Form layout > Add Company to the Self service view.
11. Navigate back to incident form in Self service view, click the Watchlist field and perform a lookup.

You can only see users under the specified company.

Forms and Fields

PRB659218

KB0696741

Refer to the listed Known Error KB article for details.

Forms and Fields

PRB691557

KB0657394

Refer to the listed Known Error KB article for details.

Forms and Fields

PRB744177

Forms and Fields

PRB830143

Google Maps

PRB1308602

KB0714778

Open a form that displays Google maps, for example, Critical Incidents.

Notice the error is shown.

Guided Tours

PRB1300368

KB0714116

Refer to the listed Known Error KB article for details.

HTML Editor

PRB1252384

KB0695227

1. Using the Edge browser on Windows 10, navigate to /kn_knowledge.do
2. Copy any text from OneNote (any MS Office product will produce the same result).
3. Paste the copied text into the TinyMCE editor field.

The text is not pasted into the field.

Knowledge Management

PRB1310839

KB0718635

Refer to the listed Known Error KB article for details.

Lists

PRB1090458

KB0696742

Refer to the listed Known Error KB article for details.

Lists

PRB1241416

KB0686268

1. Navigate to a list or form that has a date field on it. Invoke the Date Picker to see what it looks like.
2. Change the setting of the glide.ui.list_edit.show_calendar_only to the opposite setting.
3. Clear the cache by going to /cache.do, and then log out and log in again.
4. Go back to the list/form and check the date picker on the same field.

Note that the it has not changed and the default format displays regardless of the system property setting.

Lists

PRB1242304

KB0692584

1. On a Windows 10 touchscreen laptop, use the Chrome browser to navigate to any list, for example, navigate to Incident > All .
2. Open any record.

Note that the screen shows double vertical scrollbars.

Lists

PRB1250340

KB0692583

Refer to the listed Known Error KB article for details.

Lists

PRB1256934

KB0692471

1. Install a language plugin (such as French), and activate the Internationalization I18N plugin.
2. Navigate to sc_req_item.list.
3. Personalize the columns so the Name, Short description, and Description fields are shown.
4. Change your language to French, which should refresh the page.

   Note that the short descriptions and descriptions in everything but the top row are still in English.

5. If they are not in English, change back to English and sort the columns by name and then by name again.
6. Change back to French again and see whether the Description and Short Description are not translated.

MID Server

PRB1306950

KB0714149

Refer to the listed Known Error KB article for details.

Mobile

PRB1251657

NotifyNow

PRB1304733

1. Connect a Twilio account to your instance.
2. Place a 'Say'-activity on the first position of the workflow.
3. Start a conference call.
4. Pick up the call and wait until the text from the 'Say'-activity is read out.

On-call Scheduling

PRB1291076

Outbound Messaging

PRB1255559

Patterns

PRB1296736

Performance Analytics

PRB1298843

Persistence

PRB1235518

KB0696204

Refer to the listed Known Error KB article for details.

Persistence

PRB1246074

Persistence

PRB1253960

KB0690068

1. Create a scoped application.
2. Create a standalone scoped table with a column named 'number'.

   Scoped fields do not get a 'u_' prefix, so on the database/dictionary/storage alias level, the field name can match an OOB field name.

3. Delete the standalone scoped table.
4. Create the same table again, and extends tasks.
5. Open the application record and publish it to an update set.

   The update set contains delete updates for the table and the number field.

6. Import the update set on the target instance and preview it.

   The update set contains an insert and delete updates for the same table (which will be created in a task hierarchy) and a delete update for the number field.

7. Commit the update set.
8. Open the task.number dictionary record.

   The record is broken and no label is shown.

Confirm there is no task.number field on lists and forms of task tables.

Persistence

PRB1273339

KB0714213

Refer to the listed Known Error KB article for details.

Persistence

PRB1278124

Persistence

PRB1298268

There is a property change (or something else) that triggers a cache flush. While the cache is synchronised across all the primary and secondary nodes at the same time, the database is not able to handle all the connections from few/more secondary nodes because they on the far side (secondary side).

Persistence

PRB1300795

Persistence

PRB1303007

1. Activate the plugin Project Portfolio Suite with Financials (com.snc.financial_planning_pmo).
2. Create a decimal column on table pm_project (with max length 15). For examole, u_column_1.

   The column will use the storage_alias which is of type decimal(15,2).

3. Change the column type of the column created in step 2 to Currency.

   The storage alias will still be pointing to the same column type. For example, decimal(15,2).

4. Upgrade to London.

   The storage alias for pm_project.u_column1 and planned_task.opex_cost is pointing to same storage alias.

5. Try to insert the record in pm_project.

The insert fails with message 'Syntax Error or Access Rule Violation detected by database.'

Reporting

PRB1280460

KB0693893

1. Create a new Trend or Column report with the table asmt_metric_result.
2. Configure the report with the following values:
   • Grouped by: Metric Definition
   • Trend by: Created
   • Per: Month
   • Aggregation: Count

Note the duplicated values in the columns and in the legend as well. If you click duplicate elements, they point to the same list.

Reporting

PRB1286468

KB0713025

Refer to the listed Known Error KB article for details.

Reporting

PRB1292058

KB0694624

Refer to the listed Known Error KB article for details.

Resource Management

PRB1160060

Resource Management

PRB1295307

Resource Management

PRB1317229

Security Access Control Lists

PRB1293528

KB0692491

Refer to the listed Known Error KB article for details.

Server Side Scripting

PRB1301969

Server Side Scripting

PRB671588

KB0596972

Refer to the listed Known Error KB article for details.

Server Side Scripting

PRB703946

KB0623900

1. Navigate to sys_db_object, and select the Incident record.
2. In the Columns embedded list, click New.

The form reloads and an error is thrown.

Service Catalog: Service Portal Widgets

PRB1289581

KB0694553

After you click 'show more' a couple of times, the count will update to the correct one.

Service Catalog: Service Portal Widgets

PRB1312685

KB0715811

1. Navigate to a catalog item on platform (such as Apple iPhone 5).
2. Create a Label type variable with order 100.
3. Create two Checkbox variables with order 101 and 102.
4. Navigate to the catalog item on Service Portal.

The newly created label is not displayed for checkbox variables.

Service Catalog

PRB1252663

Service Catalog

PRB1268040

KB0691890

Refer to the listed Known Error KB article for details.

Service Catalog

PRB1286653

Service Catalog

PRB1290614

KB0696180

Every time a single sys_user is updated, the whole user_criteria_cache is flushed. When the user_criteria_cache is flushed, it must be rebuilt for every user who performs an operation that is controlled with user criteria. Depending on how slow it is to evaluate the scripts of all user criteria records, this has varying degrees of impact on system performance ranging from mild slowness to extreme degradation.

1. Navigate to Knowledge > Home.
2. Try to view a Knowledge base record.
3. Open /xmlstats.do?include=cache.

   Notice the value of the entries attribute in <user_criteria_cache>.

4. Open /sys_user_list.do.
5. Double click the 'Active' field on any user and set it to 'false'.
6. Look at /xmlstats.do?include=cache again and notice that the entry in <user_criteria_cache> has been set to 0.
7. Try to view the KB article again.

The scripts of all the User Criteria records will be run.

Service Catalog

PRB1303772

Service Catalog

PRB1309689

Service Level Agreement (SLA)

PRB1297251

KB0713660

Refer to the listed Known Error KB article for details.

Service Mapping

PRB1264241

KB0714630

Execute 'Service Model's Blob Reaper' from sys_trigger.

Service Mapping

PRB1291033

Service Mapping

PRB1303545

KB0712498

Service Portal

PRB1242592

KB0714295

On a Kingston instance an example of a mis-styled formatter can be seen at the following URL:/sp?id=lf&table=sc_req_item&sys_id=c422fbd80a0a0b1200a293da219a72df&spa=1

Service Portal

PRB1268347

Service Portal

PRB1282507

KB0687771

1. Upgrade an instance from Helsinki to Kingston so it does not have the com.glide.service-portal plugin active.
2. Activate the Service Portal - Service Catalog V2 plugin, which will automatically activate the Service Portal - Service Catalog plugin.

   The Service Portal for Enterprise Service Management plugin that depends on the Service Portal - Core plugin has not been activated.

3. Activate the Service Portal for Enterprise Service Management plugin.
4. Check the sp_page.list for catalog-specific pages such as sc_category, sc_home, sc_landing, sc_wishlist. They are missing. (e.g., the sp_page record with id=sc_category and sys_id=07261a2147132100ba13a5554ee49092 has not been loaded).

Check sp_page_route_map.list and note that catalog-specific route maps are missing (Catalog Landing and Order Status).

Service Portal

PRB1290254

KB0693248

Refer to the listed Known Error KB article for details.

Service Portal

PRB1290476

Service Portal

PRB1297624

Service Portal

PRB1304578

Service Portal

PRB690479

Service Portal

PRB737096

KB0662443

Refer to the listed Known Error KB article for details.

Service Portal

PRB857577

KB0621652

1. Set Monday as the first day of the week in the calendar picker.
   1. Go to sys_properties_list.do.
   2. Click New.
   3. Add a property with the name glide.ui.date_picker.first_day_of_week and set the value to 2.
   4. Click Submit.
2. Navigate to Self Service > Service Catalog, and click Can We Help You?.
3. Choose Report Outage.
4. Click the calendar icon for the field At what time did you notice the outage began?.

   The first day of the week in the calendar is Monday.

5. Navigate to Service Portal > Service Portal Home and click Order Something.
6. Under Categories, click Can We Help You? and then click Report Outage.
7. Click the calendar icon for the field At what time did you notice the outage began?.

The first day of the week in the calendar is Sunday rather than the Monday setting for the glide.ui.date_picker.first_day_of_week property.

Service Portfolio Management

PRB1305017

KB0714453

Refer to the listed Known Error KB article for details.

System Applications

PRB1246094

KB0661842

For example, changing the incident or task number prefix causes exact match search results to fail.

1. Go to an Incident list and pick any existing incident.
2. Go to the Global Search and search this selected incident.

   An exact match is returned.

3. Go to the [sys_number] table and change the prefix from INC to INT or some other prefix.
4. Create an incident. It will be created by this new prefix.
5. Search for the same incident which was picked in step 1.

   Notice that the exact search does not work anymore.

6. Search for the incident created in step 5.

Notice that an exact match is returned.

Tables and Dictionary

PRB1296576

KB0694107

Refer to the listed Known Error KB article for details.

Tables and Dictionary

PRB1297613

Templates

PRB1156185

Templates

PRB692227

KB0635121

When creating a template with 'Watch List' (glide_list) as a template variable, if there is a comma-separated item chosen, it will splice the display name and display an error: "Please enter a valid email address or User."

This limits user ability to set template values for Watch List, especially when they have the 'Last Name, First Name' display name format, as it doesn't allow the users to select those comma-separated items.

Based on a baseline instance, where the User Name field is calculated based on the values of First name and Last name in the user record. If the display value for the user name is different in the instance working with, the goal is to get a comma to appear in the display value of the user record. Other data may need to be modified if the display column is not the same as baseline.

1. Bring up the sys_user record for Abel Tuter.
2. Change the first name to Ab,el.
3. Bring up any existing incident.
4. If the template bar is not displayed at the bottom of the form, press the three dots in the header and select Toggle Template Bar.
5. In the template bar, press the + sign to add a new template.
6. In the list of template fields, change one of them to Watch List, in the left column.
7. In the template value field for the watch list, in the right column, either:
   • Use the magnifying glass to select Ab,el Tuter from the list, click out of the value field, back into the field, and out of the field again.
   • Type ab into the field to start autocompleter, then select Ab,el Tuter from the list, then click out of the value field.

Instead of Abel Tuter being saved as a valid entry in the watch list template field, an error about invalid email, user (Please enter a valid email address or User) and username is partially truncated.

Templates

PRB705120

Transaction and Session Management

PRB1293794

UI Components

PRB837118

When a user clicks Insert/update video to embed a local .mov file to a KB article, the error "This plugin is not supported" is displayed using Chrome/Firefox.

When a user clicks Insert/update video to choose a URL and put a URL, the video will be rendered as blank.

UI Pages/Macros

PRB1295255

Update Sets

PRB1272514

KB0685077

1. Create a True | False system property called glide.invalid_query.returns_no_rows and set its value to true.
2. Set up another instance as an update set source.
3. On the source instance, create a parent and child update set and complete them.
4. On the target instance, retrieve the completed update sets.
5. Observe the parent-child relationship is not maintained.
6. Repeat the process with glide.invalid_query.returns_no_rows set to false to see the intended results.

Update Sets

PRB1314701

Upgrade Engine Issues

PRB1303827

1. Export any sys_dictionary record, such as task.short_description.
2. Import that same sys_dictionary record.

Usage Analytics

PRB1295059

Usage Analytics

PRB1296187

Usage Analytics

PRB1302760

KB0719360

Refer to the listed Known Error KB article for details.

Virtual Agent Platform

PRB1309347

KB0714593

Refer to the listed Known Error KB article for details.

Visual Task Boards

PRB1089529

Workflow

PRB1249919

KB0711946

Refer to the listed Known Error KB article for details.

Workflow

PRB1269804

KB0697348

Refer to the listed Known Error KB article for details.

Workflow

PRB1296149

During the business rule processing, if a script updates a record in a different table and the updated record has multiple active workflows, the first workflow updated results in one of the other active workflows being completed or canceled.

When the workflow context that was completed or canceled is then processed, 'current' will be set to the record for that workflow. However, it will not be restored to the original record when the workflow processing completes.

Workflow

PRB713638

KB0696745

When launching a wizard record generator (e.g. out of box on call generator), a global record is created. The global record will trigger any business rules and workflows running off of the global table.

Many on-demand workflows target the global table so that they do not run when a record is generated (i.e. incident, cmdb_ci), but they are available to be run on-demand. Creating this global record will trigger each global workflow which can cause serious performance degradation.

Refer to the listed Known Error KB article for details.

Workflow

PRB897733

KB0676161

1. Open the workflow editor and create a new workflow.

   For more information, see the product documentation topic Workflow editor.

2. Add workflow activities and create about 30 activities attached via various transitions.
3. Check in and check out.

Note the slow load times and the slowness of drawing transition lines.

Project Management

PRB1110839

1. Navigate to Project > All > Create New.
2. Create a Project Task. Do not manipulate any fields.
3. Go back to the project form and attempt to change the Planned Start Date to an earlier date.
4. Attempt to save.

Notice the date will revert back to the original Planned Start Date. The behavior sometimes occurs after the page is refreshed several times.

Forms and Fields

PRB1316836

KB0720733

Refer to the listed Known Error KB article for details.

Import / Export

PRB1317233

KB0721933

Refer to the listed Known Error KB article for details.

Reporting

PRB1303294

1. Create report, and trend by with group by and display grid enabled.
2. Save.
3. Export the PDF.
4. Look at the display grid in the PDF export.

JSON objects are serialized in the sub-tables column.

Persistence

PRB1321123

Authentication

PRB1322982