Home Madrid Release Notes Madrid release notes Available patches and hotfixes Madrid security and notable fixes

Madrid security and notable fixes

The Madrid Early Availability release contains important problem fixes.

Madrid was released on January 24, 2019.: Build date: 01-17-2019_1433; Build tag: glide-madrid-12-18-2018__patch0-01-08-2019

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. For a downloadable, sortable version of Madrid fixed problems, see KB0721455.

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

Security-related fixes

Madrid 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, refer to KB0713586.

Important fixes in Madrid

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
Usage Analytics PRB1268561 KB0685641	Table statistics collection from usageanalytics_count_cfg is not working	The problem is usually discovered when the instance stops reporting usage counts and can take a while. Symptoms include: 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 KB article for details.
List v2 PRB570571 KB0522575	In List v2, related list and embedded list personalizations are not working, and the related list layout is cached against the user role instead of individual user	On related lists in List v2, if person A personalizes the related list, person B can see the change. However, if person B tries to reset to default, it does not allow this. In addition, forms and related lists are cached per user role. When user A personalizes the related list on a form, all other users with user A role can see the personalized form.	Refer to the listed KB article for details.
Instance Automation PRB1290818	The clone reEncryption operation fails	After a clone, Safenet is unable to re-encrypt when the table is sys_encryption_context, the column is encryption_key, and the name is "Encrypted Export Attachment" because the field has a read-only sys_policy.
Condition Builder PRB1165671 KB0679490	On translated instances, condition operators in the UI16 report designer are displayed in the incorrect language	If multiple languages are enabled, condition operators in report new UI designer are displayed for all users in the incorrect language, regardless of their language settings. The condition operators are displayed in the language used by the first user who logged in and accessed the report designer after an instance restart.	Refer to the listed KB article for details.
Outbound Messaging PRB1305586 KB0714559	Instance threads can get blocked while sleeping, and schedulers can get overloaded due to RESTMessageV2 and SOAPMessageV2 API issues	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 KB article for details.
Clone Issues PRB1262541 KB0689695	Confusing error messages on successful clones	Even when a clone is successful, confusing error messages appear on the instance's clone history: "Clone engine from backup has ownership of the clone request" / "Node in charge of the clone is Offline."	This error is not always reproducible but occurs occasionally when a clone is generated.
Forms and Fields PRB1295337 KB0716500	Slushbuckets can get populated with unwanted sys_id's	The 'Add/Remove multiple' option does not work for any glide_list field on a form, which populates the field with sys_id's.	Refer to the listed KB article for details.
Persistence PRB1097705	Problems when trying to recreate tables that were deleted via the UI	Tables can be deleted through the UI, scripts, and update sets. When a table is deleted through the UI, issues occur (especially for TPP).
Authentication - SSO PRB1265474 KB0686762	The relay state URL encoding causes failures if the query string contains a JavaScript function	When using the Multi SSO plugin, if an unauthenticated user makes a request to a URL that contains a JavaScript function as part of the query string, it will not be encoded correctly in the relay state parameter for the subsequent auth_redirect.do request, which causes an incorrect redirection. The message "Security constraints prevent access to requested page" is displayed.	Set up your instance with the Multi SSO plugin. Log in using SSO (at least once to allow a cache of the glide_sso_id cookie on your browser). Log out of the instance. 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	Turning off live forms glide.ui16.live_forms.enabled in Jakarta hides journal fields associated to the activity formatter and activities (filtered)	If users turn off live forms and set glide.ui16.live_forms.enabled to false, the comment fields associated to a form's activity formatter are hidden.	In UI16, navigate to Incident > Open. Confirm there are journal fields and Work Notes displayed above the Activity Formatter. Set glide.ui16.live_forms.enabled to false. 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	Inactive UI actions (i.e. Resolve Incident) with duplicate action name values cause their active counterpart to fail	An inactive (active false) UI action with a duplicate Action Name will break the Active UI action. For example, if a user has an inactive UI action with the action name 'resolve_incident', the active Resolve Incident UI action will no longer work.	Refer to the listed KB article for details.
Service Catalog PRB1301731	Catalog UI Policy's 'Applies on Requested Items' option doesn't work when setting the variable to 'Not Mandatory'
Audit History PRB692288 KB0622879	Audit history of CI relationships is only available to admin users	Users without the admin role are unable to view CI relationship information in History Sets.	Log in as a user with the admin role. Access /cmdb_ci_computer.do and create a new record named TestComputer1. Access /cmdb_ci_computer.do and create a new record named TestComputer2. In the TestComputer 2 record, click + on the Related Items widget and add a CI Relationship. In the Suggested relationship types section, select Connects (Child). In the Configuration Items section, locate and check TestComputer1. In the Relationships section, click + to add the relationship. Click Save and Exit to return to the TestComputer2 record. Access History > List and sort descending by Update number. As an admin user, the relationship record is displayed in the History Set. 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	The MID Server Exclude/Preserve Clone settings are incomplete	Since the MID Server-related Exclude/Preserve Clone settings are incomplete, missing and orphaned records are created after a clone. For example, users may see multiple errors: *** Script: [ecc_agent_status] table record missing for MID Server XXXXX	Refer to the listed KB article for details.
Condition Builder PRB1240334 KB0687788	If using a dot-walking field of an extended table, the Condition Builder v3 results in 'empty' conditions	The new report designer's condition builder shows empty conditions if the report uses dot-walking of an extended table. Fields are shown in the filter and breadcrumb, but not in the listed conditions.	Since this has to do with extended tables, first change the property glide.ui.list.allow_extended_fields to true. Create a report of any type in the new Report Designer. Set the table to task. Add a new filter with the change task > close code. Save the report. Refresh the page. Expand the filter. The filter is empty.
Incident Management PRB659931 KB0595578	ITIL users with write access to incident fields cannot select them in the template editor	The template creation application is only available to users with the admin role. Users with template-specific roles have access to the template-creating forms but have limited access to fields. Roles limited include: template_scheduler template_editor_group template_editor_global template_editor	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 Navigate to System Definition > Templates. Click New. Fill in the fields and configure table field to [incident]. All the fields on the form are not available.
Templates PRB1175777 KB0692580	Unable to see all the incident form fields in the Field Values list in the Set Field Values step	Users with the itil and atf_test_admin roles who create an incident via ATF cannot see all the incident form fields in the Field Values list in the Set Field Values step.	Log in as an admin. If required, activate the Automated Test Framework plugin (com.glide.automated_testing_framework). Add the itil and atf_test_admin roles to Abel Tuter. Impersonate Abel Tuter. Open any incident and check that you can see all the fields. Navigate to Automated Test Framework > Tests and click New. 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". Save the record. Click Add Test Step and go to Form > Set Field Values. 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	Choice lookups for sys_metadata extended tables unnecessarily retrieves entire table hierarchy choices instead of just retrieving the current table's hierarchy		Refer to the listed KB article for details.
HTML Editor PRB1252414	Videos are not uploading as an attachment - TinyMCE upgrade issue
Event Management PRB1175385 KB0639200	The Event Management dashboard and the Service Mapping map are redirected to the home page	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 KB article for details.
Application Navigator & Banner Frame PRB1245970 KB0661821	List v2 on UI16: After using list pagination to navigate past the first page and view a record, using the back button returns to the first page of the list	After navigating to a list of records from a module in the application navigator and paginating to any page other than the first page, using the back button from a form after viewing a record from a list will always direct you to the first page of the list instead of any page you had previously paginated to.	Enable UI16. Use List v2. Use a list of records module in the application. Navigate to a list of records, such as Incidents > Open > System & Security > Users and GroupsUsers. Use the pagination controls to navigate to a page other than the first page of results. Click a record to open it. 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	UA App Persistor, UA license download jobs (via the UA App Manager) consume all semaphores causing node to not be accessible	When the license downloader and app persistor jobs run at the same time trying to access UI objects, this can possibly result in a deadlock.
Lists PRB1004508 KB0696733	When clicking a record in a related or embedded list, the user receives a blank screen if the generated URL is too long		Refer to the listed KB article for details.
Activity Stream PRB1158420 KB0714294	When clicking 'Show email details' in an email Activity, the content of the email is opened in a new page rather than in the same activity stream	When clicking 'Show email details' in an Email Activity, the email content is opened in the same Activity. If 'Sent/Received Emails' is unchecked and re-checked, when clicking 'Show email details' again, the email content is opened in a new page.	Log in an early Kingston or London instance. Configure the email and create an Activity in an Incident with Email content. Open an Incident that contains an Email Activity. Click Show email details. Observe the content is opened within the same Activity. Uncheck Sent/Received Emails on the Filter. Check Sent/Received Emails again on the Filter. Click Show email details. Observe the content of the email is opened in a new page instead.
Persistence PRB632458 KB0639117	Nested reference fields used as display values will display as sys_id's when used as the sort field in a list	If a table uses a reference field as a display value, and that referenced field also uses a reference field as a display value, these values will display as sys_ids in a list view when the list is sorted by that field.	Create a table called testtable1. For more information, see the product documentation topic Create a table. 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. Create a few records on testtable1. Create a table called testtable2. Create a reference field to testtable1 and set this as the table's display value. Create a few records on testtable2. Open a list of testtable2 records and sort by the reference field created on testtable1. The values display as sys_ids in list view.

Other notable Madrid fixes


Problem	Short description	Description	Steps to reproduce
Activity Stream PRB1236361	Discrepancy in display of the checkbox to toggle/switch journal fields (WorkNotes/Comments)	"Show All Journal fields" element works correctly. However, the checkbox to toggle the work note/additional comments is not displayed.
Activity Stream PRB1239065 KB0695921	Putting multiple activity streams on the same form causes 'Show Email Details' to break	Using the OOB Approval Summarizer for a custom table (or OOB rm_enhancement table) does not allow a user to 'Show email details' in the Activity stream.	Navigate to System Definitions > Tables > sysapproval_approver. Add the attribute 'email_client=true' and save. Create a table called Work Order(u_work_order) and make sure it extends the Task table. Go to u_work_order.do. Configure form layout and add the fields 'Number' and 'Approval'. Configure related lists and add the list 'Approvers'. Submit the new Work Order. Go to the work order record and change the approval field to 'Requested'. In the 'Approvers' related list add 'admin' as an approver. Click into the admin's approval record. Click in the 'More options (...)' menu in the form header. Create and send an email. Navigate to sys_email and order the emails z to a by 'Created'. Click into the email record you created. Change the email type to 'sent' and save. Go back to the 'sysapproval_approver' record. 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	Reply/Reply All functionality available with the glide.ui16.emailStreamResponseActions property creates an email that does not appear in the activity stream of the source record	The omission of sysparm_sys_id appears to cause the instance value in the resultant sys_email record to be missing. This appears to prevent the email from being captured in the record history of the source incident or RITM.	Create the glide.ui16.emailStreamResponseActions system property with type true/false and set it to true. Import the attached UI macro. Expand the activity stream entry for email in the incident. You might have to send an email to create one. Click Reply. Rather than sysparm_sys_id being set to the sys_id of the source record, it is empty.
Activity Stream PRB678085 KB0691982	The Additional Comments field is populated (if it is mandatory) with the previous comment when the 'Post' button is used		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 Open any incident record whose state is not resolved. Update the field Additional comments (Customer visible) with any string value. Click Post. The activity log will get updated. Change the State to Resolved and navigate to the Additional comments (Customer visible) field. The previous value is in the field.
Activity Stream PRB709876	In UI16, the journal field hint does not appear when hovering over field	In UI16, the Hint popup doesn't appear when hovering over Additional comments and Work notes after the record has been saved. Also, right-clicking after saving the record doesn't give the context menu for those labels but rather the normal browser menu. This behavior works as expected in UI15.
API PRB1313291 KB0716422	URIs with un-encoded non-ASCII characters rejected with 400 response code in London	Any URI that contains un-encoded non-ACII characters rejected with 400 response code in London. Some browsers, like non-ENU Windows 10 running non-ENU Internet Explorer 11, do not auto-encode URI's, and users on this configuration can be impacted.	Refer to the listed KB article for details.
Approvals PRB1187111 KB0692731	Loading a sysapproval_approval form generates the JavaScript console error "Uncaught SyntaxError" due to "&&" in element_date_time.js	The 'Uncaught SyntaxError' occurs when loading sysapproval_approver records due to "&&" in a static platform. The .js file is being converted to "&&" in the browser.	Clear the browser cache. Clear the instance cache. Open the browser's console. Navigate to sysapproval_approver.list. Open any existing record. Observe the following error in the browser console: Uncaught SyntaxError: Unexpected token;
Asset Management PRB1296537	Fix the run_as user issue for PA jobs	The PA jobs fail to run and an error 'Run_as user does not exist' is displayed.
Asset Management PRB1300363	Problems with cmdb_model_category	All model categories are missing.
Asynchronous Message Bus PRB710024	Unable to connect to instances with AMB when the 'Web service access only' flag is set for user	When a MID Server tries to connect as a user with the 'Web service access only' flag set, AMB fails to connect with the error message, "Unable to subscribe to AMB channel: /mid/server/". The node log shows "User mid.rrj is not allowed to access the given processor: no thrown error".	Create a MID Server pointed at an instance. Configure a user on the instance with the Web service access only flag set. The MID Server agent log gets an error: 'Unable to subscribe to AMB channel: /mid/server/'
Authentication PRB1258396	High memory usage for SAML guest sessions	One instance of org.apache.catalina.session. StandardSession occupies more memory, causing semaphore exhaustion.	Set up the SAML authentication. Try to log in in a loop with and without using the same JSession ID. 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	Issue with SSO authentication post-Istanbul upgrade for MultiSSO update sets
Change Management PRB1303778	The CAB Workbench displays incorrect date/time values for planned start and end dates	When setting the timezone for a CAB meeting to Eastern, the planned start and end date for the change requests differ from the change request record and the CAB workbench meeting's listed dates.
Change Management PRB713373 KB0647724	Cannot create Standard Changes via the catalog on Service Portal	Standard changes cannot be created through the Service Portal. The catalog on Service Portal does not treat standard changes in the same way the catalog handles those in the normal UI.	Refer to the listed KB article for details.
Chat PRB1114155 KB0662449	api/now/connect/conversations/ {conversation_id} will do an incorrect query for chat_queue_entry where group=null if a member is inactive	This can cause performance issues for customers who came from legacy chat and have a high number of chat_queue_entry records without a group.	Refer to the listed KB article for details.
Chat PRB1242509 KB0689003	On domain-separated instances, live profile records are created with the sys_id in the name field	Instead of user names, sys IDs are shown on Connect chat and mini windows.	Ensure that the Domain Separation and Connect plugins are active. Go to sys_user.list and include the Domain column in the list. 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. Pick a record which was created by user 'ITIL User', for example, INC0000052. Impersonate Fred Luddy. 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 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	Desktop notifications are not getting triggered when you do not click to minimize the browser and work in a different application		Refer to the listed KB article for details.
Chat PRB676305 KB0598847	In Connect Support, if an end user closes a chat by closing the window, the session never times out	In Connect Chat, if an end user initiates a chat but closes the chat window, the chat will remain in the agent queue until an agent picks it up. Because the agent will pick up the chat even though the end user has already closed out the window, inaccurate data on reports show chats that were abandoned by the end user.	Refer to the listed KB article for details.
Chat PRB681459 KB0657223	Connect Support chat sessions which continue after incident creation result in emails sent for each subsequent connect message	If you create an incident from Connect Support but continue the chat activity with the end user, an email will be generated for each chat update. These emails are not needed, since the user is already aware of the chat content.	Initiate a Connect Support chat queue session with a user. Create an incident from the Connect chat session. Continue chatting back and forth within the Connect session. 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	Chat queue records no longer have an Assignment Group on record	In versions prior to Geneva, Chat used to generate an entry for the Assignment Group on the table chat_queue_entry while using the Service Desk Chat. However, Chat does not generate the Assignment Group entry.	Install the following plugins: Connect V1.0.0 Connect Support V1.0.0 Chat V1.3.0 In a Chrome or IE browser window, go to the following link: <instance name>/nav_to.do?uri=/$chat_support.do%3FqueueID%3Dc54f0abf0a0a0b452db84664f409c79c In the Service Desk Chat, type something like 'Need Help'. On a different browser (Firefox), impersonate David Loo, a member of the Service Desk Chat. Click Accept to accept the Chat. On Chrome, go to the following table: <instance name>/chat_queue_entry_list.do?sysparm_query=queue%3Dc54f0abf0a0a0b452db84664f409c79c%5E&sysparm_nostack=true Add the column Assignment group. This field is not populated.
Condition Builder PRB1160513 KB0657428	In the new reporting UI and List v3, there is a time format discrepancy on the Report filter condition builder	The time format for the Filter breadcrumbs and the time selected on the filter condition builder is shown in 24h format, while the applied filter shows the time in 12h format.	Refer to the listed KB article for details.
Condition Builder PRB1242164 KB0688305	List v2 filters with time operands appear in the correct language in the filter breadcrumb but not in the condition builder drop-down	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 KB article for details.
Condition Builder PRB1247155	Unable to save risk conditions	When saving a risk condition with a relative operator, after the record is saved, the UI context menu is unavailable for this record. Using the UI action update will also fail to save the record.
Condition Builder PRB1261825 KB0687787	If there are multiple filters from the same table added to a homepage or dashboard, the record count in all the filter reports is the same as the report added to the top of the page	Incorrect record counts are shown in all but the filter at the top. Additionally, if you try to sort any column on any filter but the first one, the sorting gets applied to the one at the top. The focus also jumps up on the first report.	Navigate to a homepage and click Add Content. Add a Filter from any table, Incident, for example. 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. 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	No records are displayed in lists or reports when the filter contains multiple Keywords operands		Access incident_list.do. Perform the search: Keywords are software. Approximately 12 records are returned. Perform the search: Keywords are hardware. Approximately 14 records are returned. Perform the search: Keywords are software OR Keywords are hardware. No records are returned. Group the empty result by the number field. No records are displayed, but there are 26 matches.
Configuration Management Database (CMDB) PRB1102415	Semaphore exhaustion can occur during a large import of CI data
Configuration Management Database (CMDB) PRB1272847	Affected CI notification business rule causes low memory on the instance	Affected CI notification business rule jobs take a long time to execute. Memory is low on 2 nodes of the instance, making the instance unavailable to users.
Configuration Management Database (CMDB) PRB1283753	The CMDB Baseline Diff formatter has no limit on how many changes are displayed on the form, causing the CI form to either fail to load or be too long	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 is not working	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 KB article for details.
Core Platform PRB1286063 KB0690196	Field normalization 'Coalesce to normal' jobs stuck in 'Running' state after logging error: "Error while processing job: java.lang.RuntimeException: Current thread is already running rollback tracking"	Starting from Kingston Patch 4+ and Jakarta Patch 9+, coalesce jobs are getting stuck in Running. Field Normalization configuration fails to coalesce to a single reference.	Create five records in location table as follows (with name as Location1, Location2, Location3, Location4, Location5). Create one more record with name as LocationCentral in location table. Note that there are six records on location table. Go to Normalization and create a normalization called Location Name Normalization. For more information, see the product documentation topic Normalization Data Services. Set the following properties: Table: cmn_location Field: Name Coalesce each normal: Checked Save the records. Do not click Collect Pending Values in related links. To create a new entry, navigate to Normalized Value > New. Provide the following values for it, and save it. Value: Test Coalesce to: LocationCentral In the Alias tab on the form that appears, click Aliases under related links and add all the values created earlier (Location1 through Location5). Go back to Normalization. Activate and run the jobs. 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	When attaching Microsoft files, 'Too many open files' errors occur (file descriptor leak)	Attaching Microsoft documents (doc, docx, ppt, pptx, etc.) results in a file descriptor leak and 'Too many open files' exceptions.
Core Platform PRB584906 KB0523421	Attachment file extension names are truncated if they exceed the max length of the attachment name field	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 KB article for details.
Currency PRB1287143 KB0692585	Saving a form with a currency field results in the currency field getting multiplied by 100	Even if a user doesn't make changes to a currency field on a form, saving the record results in the currency value getting multiplied by 100. This issue occurs when a user's language is set to English and their country is set to US.	Create a Currency field on the incident table called Test Currency. Open two browser sessions (for example, Chrome and Chrome incognito). In session 1 log in as System Administrator user and be sure his System Settings have the language set to English. In session 1, open INC0000015. In session 2 log in as the ITIL user and make sure the user's System Settings have the language set to Spanish. In session 2, open the same incident (INC0000015). 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. 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. 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. 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	Report errors occur when the URL length reaches the max value	An error occurs when you try to access Reports through the Add Content button on the homepage.	Refer to the listed KB article for details.
Dashboards and Home Pages PRB1309482	Dashboards and homepages do not refresh reports automatically when the interactive filter value is changed	When a report and interactive filter exist in a scoped application and glide.cms.enable.responsive_grid_layout is set to false, the interactive filter only refreshes the report in edit mode. However, the interactive filter does not work when viewing the dashboard.
Dashboards and Home Pages PRB662349 KB0688491	Tags not appearing on homepage	The Labels content block on a homepage does not pull in the label.	Create a list report with the field sys_tags added to the report as the third column. Save the report and title it My report. Navigate to Homepages > Add Content. 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	Dependency View Map (BSM Map) hides relationships with Active CIs if the CI is set discovery_source=Duplicate, and no relationships are shown if the map is for that CI	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 KB article for details.
Discovery PRB1236854	Workflows can fail immediately	Long running commands run for a long time, polling every 30 seconds. Currently, if any one of these polling commands fails, the failure is reflected to the workflow which kills it, and the long runner sensor has no say in the matter as the probe response gets routed straight to the regular sensor processor.
Discovery PRB1280464	Shazzam's final sensor job can run a node out of memory by holding all results in an array	Shazzam's final sensor job can run a node out of memory by holding all results from the discovery schedule in memory at once. The sensor has no limit check for how many results it will end up adding to an array in the instance node memory.
Discovery PRB1281592 KB0696013	NetApp provider does not support querying SVMs	Users are unable to discover NetApp servers after an upgrade to Kingston.	Refer to the listed KB article for details.
Discovery PRB1292140 KB0692003	Discovery creates duplicate models after enabling the Normalization Data Services plugin	After activating the Normalization Data Services plugin, the models are duplicated because Discovery keeps creating models in each run instead of updating the existing one.	Activate the Normalization Data Services plugin. 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. Run discovery on any device. After completing the discovery, duplicate models are created in the cmdb_model table.
Discovery PRB1298290	Duplicate Discovery jobs running after an upgrade to London	Duplicate Discovery schedules are triggered and schedulers are overloaded.
Discovery PRB1300147	Issues with wildcard masks	Dest_ip_network in the exit router interface table are parsed incorrectly, causing invalid Layer 3 relationships.
Discovery PRB1302209	Horizontal discovery sensor - Parallel payload processing should be provided after split	The parallel payload processing should be provided in case there are multiple payload discoveries.
Discovery PRB1315336	Probe cache_results causes Windows - Installed Software to not update software installations for a CI if they have been manually changed or deleted	The probe cache_results is enabled OOB for Windows - Installed Software probe. When enabled for a probe, the instance processes the results from a probe and then create a key-value record in discovery_probe_results_cache table. What this does is if the payload has not changed from the last time Discovery has run, the MID Server will not send the payload and will only send 'processed' and then not run the sensor. This causes discovery to not populate software installations for a CI unless a new software is installed on the CI, in which case the probe will bring back the payload and the hash key updated.
Email PRB1244841 KB0679920	Quick Messages are not applied to email clients if the body field is defined as a type String		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. Create a quick message with some text in the body. Navigate to an incident and open the Email client. Apply the newly created quick message. Note that the quick message selected is not being applied to the Email client body.
Email PRB1268451 KB0696699	TinyMCE Insert Image functionality is unusable to non-admin users within the email client		Refer to the listed KB article for details.
Email PRB582715	Attachments received by an inbound email of type .msg or .eml are automatically renamed to "message.msg" or "message.eml"
Event Management PRB1258563 KB0714146	During upgrades from Kingston to London, if the Event Management Plugin is activated, there can be skipped errors related to sys_hub_action_type_definition files.		Run upgrade from Kingston to London with the Event Management plugin activated.
Filters PRB638064	Business rule condition does not evaluate catalog item variables correctly	When one condition is always true, the business rule evaluates to 'true', even when the condition is ANDed with another condition. In addition, if the condition only includes a reference to a variable, then it always evaluates to 'false', as if it can't read the actual value of the variable.
Financial Management PRB1276976 KB0693352	Receiving a blank screen after clicking the Demand Budget UI action	Receiving a blank screen after clicking the Demand Budget UI action. The same behaviour occurs with the UI actions Portfolio Target in Portfolio and Project Budget in Project.	Activate the Project Portfolio with Financials plugin. Navigate to a Demand record. Click the Demand Budget UI Action on the Demand form. 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	Update Selected/Update All does not work if a formatter named 'Checklist' is present in default form view		Open any one of the sc_task records and make sure that the Checklist formatter is not on the form. Go to the list view of sc_task records and select multiple records to be updated. Right-click the column name and select Update Selected from the context menu. Try selecting a value for the reference fields like Assignment group. Note that the lookup icon to select works correctly. Open one of the sc_task records. Right-click in the former header and choose Configure > Form Layout. Add the Checklist formatter to the form. 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	The error message that informs users that a field value is mandatory displays repeatedly on the form instead of just once	In Jakarta, validation errors are displayed for mandatory fields as an information message on the form. In previous releases, these messages were displayed as popup errors. However, these messages are shown repeatedly each time the form is submitted without the mandatory field data being entered. Instead, the system should display the same message only once - when the user submits the form without entering the mandatory field data.	Open up any Incident record. Clear the Short description. Click Update repeatedly.
Forms and Fields PRB1195784 KB0696129	Activity formatter on Knowledge article is not displaying correctly	If you add 'Activities (filtered)' to a new section within the Knowledge form, the Activity Journal information is not aligned correctly in the UI, and the Activity Formatter button is obscured.	Go to a Knowledge Article record. Configure Form. Create a section and add Activities (filtered). The Activity Formatter button is half obscured by the journal field.
Forms and Fields PRB1238094 KB0696735	'Maximum emails exceeded' messages are shown after navigating away from the relevant record	If a record contains more emails than the max_entries limit set to the Activity Formatter, users will see a 'Maximum emails exceeded' message. If users stay on the record for a period of time, and navigate away, they will see a duplicate 'Maximum emails exceeded' message.	Refer to the listed KB article for details.
Forms and Fields PRB1238248 KB0676164	Read-only reference fields containing '&' in their display value show as &amp when glide.ui.escape_text is false	When the system property glide.ui.escape_text is set to false, reference fields with & in their display value show as &amp for read-only fields made through sys_dictionary or ACL.	Refer to the listed KB article for details.
Forms and Fields PRB1244696	The task_time_worked table is no longer updated when a read-only UI policy is applied to the time_worked field on a form
Forms and Fields PRB1246612 KB0662267	Document ID type fields still support on hover functionality on reference icon and flickers continuously	The ability to hover to view reference pop-up text is not available beginning with Kingston, but document ID type fields still show the text. Additionally, they flicker continuously and call the pop-up function in the backend multiple times.	Navigate to System Definition > Tables and go to the sysapproval_approver table. Open any record. Hover over the info icon on the Approving field.
Forms and Fields PRB1257304 KB0686720	In IE11, read-only choice lists contain a selectable downward arrow		Open an incident form in Internet Explorer 11. Make one of the choice fields read only, for example, the Impact field. 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	Multiple attachments are created when you drag and drop files to any forms after clicking click through popup ('i' icon for reference records)	The attachment creation seems proportional to the number of times you have clicked the popup icon.	Make sure List V2 is active and the system property glide.ui.clickthrough.popup is set to true. Go to any form where you can attach documents (for example, the incident form). Click on the 'I' icon (clickthrough popup) to open the reference item in a new window and close the window. 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 PRB1273396 KB0689068	Clickthrough popup ('I' icon) is inconsistent with standard reference icon behavior		Ensure that List v3 is not enabled. Set the glide.ui.clickthrough.popup system property to true. Go to a record with a reference field, for example, a problem form. 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	Scripted UI policies no longer work on Service Portal or mobile in London if 'Isolate Script' is true or for scoped apps		Create a scripted UI policy for any table. Ensure it will run on mobile or Service Portal. 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	Reference field in CMS after Kingston upgrade does not display the popup preview when hovering over the 'i' info icon	In the CMS/ESS portal, when clicking any reference icon in the form, the pop-up displays for a brief moment and disappears immediately.	As an admin, navigate to /ess/incident_status.do. Open INC0000005. 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	During an upgrade to London, forms can be broken	The fix for this PRB adds a new table, added in London, to an upgrade script, which allows the upgrade to take place without errors around the new table.	Refer to the listed KB article for details.
Forms and Fields PRB601488 KB0538677	Reference fields set as dependent do not limit results if the field they depend on is not present in the form layout	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.	Log in as an admin on any instance. Open any incident record and make sure Company is on the form. Right click Watchlist > Configure Dictionary > Check [Use dependent field] > Select Company as dependent field > Save. Navigate back to incident form in Default view and make sure Company field is populated with a value. Click the Watchlist field and do a lookup. You can only see users under the specified company. Right click the incident form > Configure > Form layout > Remove Company from the view. Navigate back to incident form in Default view and click the Watchlist field and do a lookup. You can see all the users. Navigate back to incident form in Default view and change the view to Self-service. Click the Watchlist field and perform a lookup. You can see all the users. Right click the incident form > Configure > Form layout > Add Company to the Self service view. 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	Japanese text becomes corrupted in the approval page	On translated instances using Japanese, there is a GlidePopUp issue that affects the reference fields preview popup. For example, consider a user who writes a knowledge article in Japanese and submits the article for approval. In the approval page, Japanese text that was written in the article body appears as corrupted characters, and they do not show up properly.	Refer to the listed KB article for details.
Forms and Fields PRB691557 KB0657394	The UI property glide.ui.scroll_to_message_field does not work properly with void showFieldMsg (input, message, type, [scrollForm])	The scroll down feature is expected to work with the error message. The glide.ui.scroll_to_message_field property determines whether the form scrolls down to a field when an error message is displayed below it. Journal fields associated with the activity stream are a little different than most other fields because there can be multiple fields but only one displayed at a time, with a toggle available to switch between the different fields. The property does not work for these fields.	Refer to the listed KB article for details.
Forms and Fields PRB744177	Using the Form Layout tool and changing the view after saving causes form sections to be deleted
Forms and Fields PRB830143	Images cannot be replaced, previewed, resized, or updated properly	The Insert/Modify dialog is used by TinyMCE and wiki text fields. The dialog does not replace, preview, resize, or update images properly; and console errors are generated when updating an existing image from TinyMCE.
Google Maps PRB1308602 KB0714778	Location Map error - "This page can't load Google Maps correctly"	An error appears when loading the Location Map (/nav_to.do?uri=%2FMapTransitWireless.do%3F): "This page can't load Google Maps correctly."	Open a form that displays Google maps, for example, Critical Incidents. Notice the error is shown.
Guided Tours PRB1300368 KB0714116	Trying to create guided tours on the Service Portal fails with the error message "gtd_portal_title should ends with delimiter ;"		Refer to the listed KB article for details.
HTML Editor PRB1252384 KB0695227	In the Edge browser, users cannot paste text from Microsoft Office products into the TinyMCE HTML editor		Using the Edge browser on Windows 10, navigate to /kn_knowledge.do Copy any text from OneNote (any MS Office product will produce the same result). Paste the copied text into the TinyMCE field. The text is not pasted into the field.
Knowledge Management PRB1310839 KB0718635	The knowledge advanced search defaulting to the incorrect knowledge base	After an upgrade to London, the knowledge search feature on incidents defaults to a particular knowledge base, which used to default to "all".	Refer to the listed KB article for details.
Lists PRB1090458 KB0696742	Suggestion field [pick_list.do] drops filter conditions when sorting by Label, and all choice fields are returned		Refer to the listed KB article for details.
Lists PRB1241416 KB0686268	The system property glide.ui.list_edit.show_calendar_only is ignored in Jakarta	Setting glide.ui.list_edit.show_calendar_only to true or false should alter the Date Picker format accordingly. However, this does not work in Jakarta.	Navigate to a list or form that has a date field on it. Invoke the Date Picker to see what it looks like. Change the setting of the glide.ui.list_edit.show_calendar_only to the opposite setting. Clear the cache by going to /cache.do, and then log out and log in again. 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	On touchscreen laptops, double scrollbar appear on the form	In Windows 10 touchscreen laptops on Chrome, a double vertical scrollbar appears on forms.	On a Windows 10 touchscreen laptop, use the Chrome browser to navigate to any list, for example, navigate to Incident > All . Open any record. Note that the screen shows double vertical scrollbars.
Lists PRB1250340 KB0692583	Dot-walked extended fields do not show in a list report on Task tables	Any dot-walked fields from extended task tables do not display in a list report after a Jakarta upgrade. Columns, such as Requested For on sc_request, and their field content, do not show on the List report.	Refer to the listed KB article for details.
Lists PRB1256934 KB0692471	Translated fields on the sc_cat_item list are displayed in English when the sort is changed in the previous language	When viewing a list of sc_cat_item records after changing your language, some of the translated fields are not translated. Editing the field or resorting the list shows the correct language.	Install a language plugin (such as French), and activate the Internationalization I18N plugin. Navigate to sc_req_item.list. Personalize the columns so the Name, Short description, and Description fields are shown. 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. If they are not in English, change back to English and sort the columns by name and then by name again. Change back to French again and see whether the Description and Short Description are not translated.
MID Server PRB1306950 KB0714149	MID Server installation ZIP files can be corrupted when downloading via the instance	In a new London instance, or an upgraded instance that has had the property mid.download.through.instance set to true, the MID Server Install and Upgrade ZIP files are downloaded through the instance. Sometimes, that attachment can be corrupted.	Refer to the listed KB article for details.
Mobile PRB1251657	If no Mobile homepage is active, the Mobile browser will not load the Mobile UI	The issue does not exist in the native mobile apps, and the Favorites page will be the main landing page if there are no active Mobile homepages.
NotifyNow PRB1304733	Twilio/Notify time delay of 5 seconds when using the activity 'Say'	Issues occur when users use the Notify plugin to start conference calls and put the "Say" activity on the first position in their workflow. When the user answers the call, it takes 4 - 6 seconds until the text from the "Say" activity is read out.	Connect a Twilio account to your instance. Place a 'Say'-activity on the first position of the workflow. Start a conference call. Pick up the call and wait until the text from the 'Say'-activity is read out.
On-call Scheduling PRB1291076	A user with appropriate access is not able to view or search their own schedules in the 'On-call Schedules' module	The On-Call Schedules tile does not populate any data as all the schedules need to be loaded in the "All on-call schedules" tab. In addition, the All On-Call Schedules tile does not show any groups or schedules when a name is typed into the filter.
Outbound Messaging PRB1255559	Outbound REST method is returning "The request failed: javax.net.ssl.SSLProtocolException: handshake alert: unrecognized_name" after Kingston upgrade	The outbound REST method also sends server_name in requests, whereas in Jakarta, there is no server_name in requests.
Patterns PRB1296736	If cmdb_ci is not extending cmdb, Discovery should get the child and extension tables from 'cmdb_ci' and not 'cmdb'	When the 'create relationship/reference step' is leveraged in a pattern, the product checks if the parent and child tables satisfy certain conditions. One of the conditions is whether the tables are part of list returned from calling getCITypes(). For some users, the root is 'cmdb_ci' and not 'cmdb'. However, 'cmdb' is queried for the child and extension tables, which causes patterns to fail.
Performance Analytics PRB1298843	An unexpected alter is triggered during the upgrade on the pa_scores table	An unexpected alter is triggered on the pa_scores table during the upgrade to Kingston or Jakarta due to the table size.
Persistence PRB1235518 KB0696204	Source control operations fail when an application had rows in a table extending sys_metadata that was subsequently deleted	If a scoped application contains a record in a table extending sys_metadata, and that table is deleted, source control operations will fail for that app until the corrupt sys_metadata record(s) for the former table is removed. Even then, the local repository will be left in a bad state.	Refer to the listed KB article for details.
Persistence PRB1246074	Changing the column type with an update set commit does not change the column type in the database when there is no data in the related table	When committing an update set which includes a column type change (for example, Integer to Decimal or Integer to String or Reference to String or Date/Time to Date), the change is recorded at the sys_dictionary level. However, the type in the database is not changed even though there is no data in the related table.
Persistence PRB1253960 KB0690068	Importing a scoped app deletes/changes a task table field	If an update set is committed with a 'delete' update for a field on the child table and the field on the target instance is defined on the parent table, it is dropped from the parent table.	Create a scoped application. 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. Delete the standalone scoped table. Create the same table again, and extends tasks. Open the application record and publish it to an update set. The update set contains delete updates for the table and the number field. 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. Commit the update set. 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	Transaction logger throws a Unique Key violation for REST requests that delete from tables where deletes are audited	LogTransactionMonitor will attempt to log REST transactions (even though they have already been logged) if the transaction deletes a record in a table where deletes are audited.	Refer to the listed KB article for details.
Persistence PRB1278124	Reglomming isn't allowing unique indexes to be created on shared columns	In TPP (CMDB) or TPH (TASK), it can often be impossible for customers to create unique indexes on their custom elements, because those elements are stored on columns used by other elements. The new Reglomming feature is supposed to allow this by moving the element to a new column where a unique index can be safely applied. That does not appear to be working.
Persistence PRB1298268	Too many events causing email processing delay	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	StackOverflowError can cause the database connection corruption
Persistence PRB1303007	Reglomming on column type (currency) during the London upgrade causes a column on child (pm_project) and parent(planned_task) pointing to same storage alias		Activate the plugin Project Portfolio Suite with Financials (com.snc.financial_planning_pmo). 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). 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). Upgrade to London. The storage alias for pm_project.u_column1 and planned_task.opex_cost is pointing to same storage alias. 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	Trend reports show duplicate second-level group by values (on the chart and the legend)	When grouping by related records that have identical names, Trend and Column reports show duplicate results.	Create a new Trend or Column report with the table asmt_metric_result. 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	Bar/pie charts show the value instead of the label or the sys_ID	When a column's group by field name is over 30 characters, bar and pie charts show the actual value instead of the display value.	Refer to the listed KB article for details.
Reporting PRB1292058 KB0694624	Creating a List Report or Database View on a table with a long name fails throwing a Java SQL exception	When trying to create a List Report or a Database View on a table that has a long name, the instance gives errors and does not create the list view.	Refer to the listed KB article for details.
Resource Management PRB1160060	Resource Allocation Report doesn't show the requested hours for the group resource with specific users	When creating a resource report for a resource plan with the resource type as 'Group Resource', the report does not show any allocation which is 'Requested'.
Resource Management PRB1295307	After upgrading to London, the resource grid does not load	The message "Resource Management upgrade is in progress. Please check after sometime" is displayed.
Resource Management PRB1317229	When the system date format is set to dd-MM-yyyy, the Requested Allocations date are getting changed to some random dates	When system date format is set to dd-MM-yyyy under Resource Plan when Planned Hours are changed after Allocation, the Requested Allocations date are getting changed to some random dates.
Security Access Control Lists PRB1293528 KB0692491	Checklist templates restricted to specific groups are not available to non-admin group members	The checklist template should be available to only members of the selected group and the user who created the checklist. However, checklists are no longer available for group members.	Refer to the listed KB article for details.
Server Side Scripting PRB1301969	NPE error when attempting to retrieve a record with an uppercase letter in the sys_id field	Using gr.get() on a sys_id that does not exist will return false. However, if you do a subsequent gr.update() to this object, it will perform an insert with the invalid sys_id. When a sys_id has an uppercase letter in it, errors are thrown when viewing the record in the UI.
Server Side Scripting PRB671588 KB0596972	After a restart, the default value for the glide.servlet.uri property overrides the sys_property value		Refer to the listed KB article for details.
Server Side Scripting PRB703946 KB0623900	When high security plugin is inactive, clicking the 'New' UI action for the columns embedded list on the sys_db_object throws an error: "RP is not defined"		On a pre-high security instance: Navigate to sys_db_object, and select the Incident record. In the Columns embedded list, click New. The form reloads and an error is thrown.
Service Catalog: Service Portal Widgets PRB1289581 KB0694553	Catalog item count in SC Category page is not accurate when user criteria is used		Add 12 catalog items under a category. In one of the items, add a user criteria for it to be shown only to admin users. Set the Number of items per page option in the SC Category Page widget to a low number, such as 2 or 3. The issue can't be seen when the items load all at once, or when a single click on 'Show More' is enough to show all items. Impersonate a non-admin user. Navigate to the category (/sc_category page). Verify the initial count of items will display all regardless of the user criteria applied. After you click 'show more' a couple of times, the count will update to the correct one.
Service Catalog: Service Portal Widgets PRB1312685 KB0715811	Labels are not displayed for the checkbox on Service Portal		Navigate to a catalog item on platform (such as Apple iPhone 5). Create a Label type variable with order 100. Create two Checkbox variables with order 101 and 102. Navigate to the catalog item on Service Portal. The newly created label is not displayed for checkbox variables.
Service Catalog PRB1252663	Self Service - When hovering over an icon, a pop up displays with information and UI action Open record, but users cannot click it	Users cannot click the Open record UI action because the pop up disappears immediately on hovering off the icon.
Service Catalog PRB1268040 KB0691890	A setValue client script causes the catalog item to have a changed form	After upgrading to Kingston, while navigating from the catalog form to the previous screen, a popup 'Are you sure you want to leave this page' is displayed even though no changes are done on the form.	Refer to the listed KB article for details.
Service Catalog PRB1286653	In the RITM form, the 'requested_for' field is not set to the user who's requesting the item
Service Catalog PRB1290614 KB0696180	The entire User Criteria cache gets flushed on a sys_user update for one user	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. The fix for this PRB makes the following changes: The user criteria cache is not flushed unless these fields in sys_user record are changed: active, company, location, department. If there are other fields on whose change the cache needs to be flushed, those fields need to be added, comma separated, in the property glide.cache.flush.user_criteria_cache.sys_user.	Navigate to Knowledge > Home. Try to view a Knowledge base record. Open /xmlstats.do?include=cache. Notice the value of the entries attribute in <user_criteria_cache>. Open /sys_user_list.do. Double click the 'Active' field on any user and set it to 'false'. Look at /xmlstats.do?include=cache again and notice that the entry in <user_criteria_cache> has been set to 0. Try to view the KB article again. The scripts of all the User Criteria records will be run.
Service Catalog PRB1303772	Issue with the macro function in record producers and the service catalog
Service Catalog PRB1309689	Variables not cascading in Service Portal
Service Level Agreement (SLA) PRB1297251 KB0713660	When SLA Definitions are in a domain other than global, the calculations on the Task SLA records can be incorrect and/or the workflow will not attach or be updated		Refer to the listed KB article for details.
Service Mapping PRB1264241 KB0714630	Service Model's blob reaper causes high load on instance, affects performance	Service Model's blob reaper job is not executed very often - once a week - but once it does, performance issues occur. For example, there is high memory consumption, the job takes hours to run, and it causes a high load on the node on which it runs.	Execute 'Service Model's Blob Reaper' from sys_trigger.
Service Mapping PRB1291033	MID Server SystemCommand CitChanged introduces slowness and HTTP 429 errors	The default semaphore is exhausted, leaving the instance completely unresponsive for several minutes. This PRB is related to PRB1201839.
Service Mapping PRB1303545 KB0712498	The Application Services module redirects users to the home page
Service Portal PRB1242592 KB0714295	The List and Form widget (id = lf) should create the CSS exception for panels embedded by all formatters (i.e. variable editor)	On the Service Portal, the activity log section overlaps the variables section after an upgrade.	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	Knowledge articles created using article templates are not displayed correctly in Service Portal	When creating knowledge articles with legacy Knowledge widgets and article templates, the KB articles do not display correctly in Service Portal.
Service Portal PRB1282507 KB0687771	The Service Catalog Service Portal plugin must not be activated before the core Service Portal plugin	Installing Service Portal plugins in different orders can cause missing pages/widgets, dependencies and route maps.	Upgrade an instance from Helsinki to Kingston so it does not have the com.glide.service-portal plugin active. 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. Activate the Service Portal for Enterprise Service Management plugin. 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	In Kingston, using catalog client scripts to set the value of a choice variable to boolean true or false does not work	Catalog client scripts which set the value on a checkbox variable does not work on Service Portal. However, the string 'true' or 'false' works.	Refer to the listed KB article for details.
Service Portal PRB1290476	Unable to edit fields with sp-editable-field (e.g. on user profile) in Service Portal due to REST error if mandatory fields are on the form	When editing the User Profile via Service Portal, if a user edits any field and clicks Save, nothing happens and a 500 Internal Server Error is displayed. This issue only affects the Service Portal user profile editing, not the basic UI editing functionality.
Service Portal PRB1297624	Search page id=search doesn't refresh results while searching for a different term	Search results don't return the newly searched term, and the results remain the same.
Service Portal PRB1304578	Date validation client script conflicts with built-in validation in Service Portal	When a Data or Data/Time variable value is validated using a catalog client script which uses the 'showFieldMsg' function, it will conflict with the validation built-in to the "sp.datePicker.js" directive.
Service Portal PRB690479	Translations of Service Portal translated_text fields are not captured in update sets (e.g., sp_instance.title) - missing Dictionary attribute	Internationalization of Service Portal pages, such as an instance record (sp_instance), cannot be transferred with update sets. As a consequence, creation or customization of Service Portal pages that includes translations, cannot be transferred via update sets.
Service Portal PRB737096 KB0662443	TinyMCE attached images are stored with the table name kb_social_qa_question in sys_attachment_list	Attachments are stored in kb_social_qa_question table for Service Portal widgets.	Refer to the listed KB article for details.
Service Portal PRB857577 KB0621652	Setting for the date picker for the first day of the week is not working in Service Portal	The setting for the date picker for the first day of the week (the glide.ui.date_picker.first_day_of_week system property) is not applied correctly in Service Portal.	Set Monday as the first day of the week in the calendar picker. Go to sys_properties_list.do. Click New. Add a property with the name glide.ui.date_picker.first_day_of_week and set the value to 2. Click Submit. Navigate to Self Service > Service Catalog, and click Can We Help You?. Choose Report Outage. 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. Navigate to Service Portal > Service Portal Home and click Order Something. Under Categories, click Can We Help You? and then click Report Outage. 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	In the Task-Outage Relationship plugin, changing the system date format to anything other than the default yyyy-MM-dd format results in the error "End date must be after begin date"		Refer to the listed KB article for details.
System Applications PRB1246094 KB0661842	Changing the prefix in a table can cause exact match to fail for older records	For example, changing the incident or task number prefix causes exact match search results to fail. The fix for this PRB provides the following options. To enable pessimistic search behavior, add the property glide.ui.text_search.enable_fallback_number_search and set it to true. This falls back to searching "task" and "kb_knowledge" when doing exact match searches. To search a specific list of tables, create the property glide.ui.text_search.fallback_table_list and set its value to a comma-separated list of tables to search. This overrides the default of 'task' and 'kb_knowledge.' For example, setting this to 'change_request,sc_task,sys_product_help' would search those 4 tables if no exact match was found originally. To search all tables that have a Number prefix, set glide.ui.text_search.fallback_table_list to the value all.	The same steps listed below produce different results and behavior in Jakarta or in Istanbul instances. Go to an Incident list and pick any existing incident. Go to the Global Search and search this selected incident. An exact match is returned. Go to the [sys_number] table and change the prefix from INC to INT or some other prefix. Create an incident. It will be created by this new prefix. Search for the same incident which was picked in step 1. Notice that the exact search does not work anymore. Search for the incident created in step 5. Notice that an exact match is returned.
Tables and Dictionary PRB1296576 KB0694107	Adding elements to a TPP grandparent and grandchild table in an update set can cause the alias corruption	When adding an element to a particular table in the CMDB hierarchy, and another element to a grandchild (or lower) of that table, within the same update set, the storage aliases can be corrupted so that the elements are stored in the same column. This can cause functional problems and data loss.	Refer to the listed KB article for details.
Tables and Dictionary PRB1297613	StackOverflowError can be caused by queries in v_customer_uploads or enabling DB Trace
Templates PRB1156185	Cannot apply a date field while using a template if the date format system property is altered	When using a template to create a knowledge article, the field 'Valid to' is not populated by the value added to the template.
Templates PRB692227 KB0635121	Unable to add items with a comma in the display value to a template for a glide list field	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. Bring up the sys_user record for Abel Tuter. Change the first name to Ab,el. Bring up any existing incident. 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. In the template bar, press the + sign to add a new template. In the list of template fields, change one of them to Watch List, in the left column. 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	Template stores date/times with user's format instead of a system-wide or internal format, causing conflict when another user accesses that date	The template_value field types store date/time values in the user's format instead of the system's format. This causes issues when: Trying to apply a template that has a date in a different format (even if it's the same as the current user's format) Sharing values across users with different formats
Transaction and Session Management PRB1293794	Large number of HTTP requests with malformed x-forwarded-host header yields memory exhaustion	Requests with an invalid x-forwarded-host value raise IllegalArgumentException exception which can cause leaked Request and Response objects, eventually causing excessive garbage collection, memory exhaustion, and HTTP-500 error messages.
UI Components PRB837118	The WYSIWYG editor in the KB article doesn't work for URLs or the local video library	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	'Show Other Active tasks' gives an error in the frame max_allowed_packet exceeded (and uses high memory while executing the xmlhttp.do transaction)	When a user clicks the 'Show Other Active tasks' icon beside the Configuration Item field on a TASK (Incident/Change Request) form, the request Times out with an error "Could not send query: max_allowed_packet exceeded" Utilizes huge amount of memory on the application node where this transaction runs
Update Sets PRB1272514 KB0685077	Retrieved batched update sets are missing a parent value when the property glide.invalid_query.returns_no_rows is set to true	If the system property glide.invalid_query.returns_no_rows is set to true, the query will return no results and the hierarchy will not be built.	Create a True \| False system property called glide.invalid_query.returns_no_rows and set its value to true. Set up another instance as an update set source. On the source instance, create a parent and child update set and complete them. On the target instance, retrieve the completed update sets. Observe the parent-child relationship is not maintained. Repeat the process with glide.invalid_query.returns_no_rows set to false to see the intended results.
Update Sets PRB1314701	Committing a batch update set with an update that is missing an action can lead to unintended results
Upgrade Engine Issues PRB1303827	Exporting and then importing XML on a sys_dictionary record generates an 'empty' sys_db_object record	Unloading (as opposed to updating) sys_dictionary generates 'empty' sys_db_object records. This can occur during upgrades, plugin and application installs, and XML import.	Export any sys_dictionary record, such as task.short_description. Import that same sys_dictionary record.
Usage Analytics PRB1295059	The usage data of the last month should not be uploaded if the job context is empty	OOM exceptions are thrown due to many records being uploaded in the past month payload.
Usage Analytics PRB1296187	When downloading licenses, there are many 'INSERT INTO ua_app_family 'errors
Usage Analytics PRB1302760 KB0719360	Loading a dashboard causes hundreds of error messages in logs		Refer to the listed KB article for details.
Virtual Agent Platform PRB1309347 KB0714593	London instances with Oracle databases throw exceptions and errors when a topic is opened in the Virtual Agent Designer	When a topic is opened in the Virtual Agent Designer, London instances with Oracle databases throw java.lang.NullPointerExceptions and other exceptions and errors.	Refer to the listed KB article for details.
Visual Task Boards PRB1089529	Changing sys_user.user_name of VTB user breaks the freeform card activity stream	The VTB activity stream can be broken when: Increasing the max length of sys_user, for example from 40 to 100 Increasing the user ID to more than 40 characters while sys_updated_by or sys_created_by remain the same (max length of 40 characters)
Workflow PRB1249919 KB0711946	Inconsistency of stage in list view for Catalog Task execution for the main flow and subflows with the 'Workflow-Driven' stage renderer	The list view sometimes shows the stage as the following: "Fulfillment Waiting for Catalog Task: Task 1" Other times, the "Waiting for Catalog Task" stage does not show.	Refer to the listed KB article for details.
Workflow PRB1269804 KB0697348	Active flag is not set to false after the RITM's workflow stage switches to Completed because the 'Set Active Flag' business rule condition does not run	After Jakarta, when the workflow on a requested item only contains Set Value or Run Script activities, the requested item's active flag stays set to True even when the stage field is Complete.	Refer to the listed KB article for details.
Workflow PRB1296149	'current' can be replaced during the workflow processing, and this can affect the processing of all subsequent business rules under certain circumstances	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, a global record is created which will trigger any business rules and workflows running off of the global table	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 KB article for details.
Workflow PRB897733 KB0676161	Workflow Canvas performance is seriously degraded and slow when a large number of transitions are on the canvas	A large number of transitions in a workflow may cause performance issues when editing in the workflow editor.	Open the workflow editor and create a new workflow. For more information, see the product documentation topic Workflow editor. Add workflow activities and create about 30 activities attached via various transitions. Check in and check out. Note the slow load times and the slowness of drawing transition lines.
Project Management PRB1110839	Unable to change project start date after creating a project	When creating a project (and project tasks), users are unable to change the project's 'Planned Start Date'. If a user attempts to do so, it reverts back to the date it showed originally when the project was created.	Navigate to Project > All > Create New. Create a Project Task. Do not manipulate any fields. Go back to the project form and attempt to change the Planned Start Date to an earlier date. 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	When a script uses the showFieldMsg method to render an error type message in the Service Portal view of the service catalog item, the error blocks the user from submitting the item request	This issue occurs when using showFieldMsg (of type 'Error', or 'Info' as well if the variable is set to mandatory) in a catalog item. During submission, the variables get reset to mandatory which prevents the items from getting submitted.	Refer to the listed KB article for details.
Import / Export PRB1317233 KB0721933	After upgrading from Jakarta to London, the Netcool Integration with JDBC and MID Server throws an error		Refer to the listed KB article for details.
Reporting PRB1303294	When users export a PDF with a two-level group by or trend with group by the secondary tables and display grid enabled, the display grid is displaying JSON object rather than plain strings		Create report, and trend by with group by and display grid enabled. Save. Export the PDF. Look at the display grid in the PDF export. JSON objects are serialized in the sub-tables column.
Persistence PRB1321123	Many corrupted images identified in Oracle	This issue affects images and attachment chunks larger than 4k.
Authentication PRB1322982	Timeout issues for some users on HI

All Other Fixes

To view a list of all other PRBs fixed in Madrid, refer to All other Madrid fixes.

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Release version

Madrid security and notable fixes

The Madrid Early Availability release contains important problem fixes.

Madrid was released on January 24, 2019.: Build date: 01-17-2019_1433; Build tag: glide-madrid-12-18-2018__patch0-01-08-2019

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. For a downloadable, sortable version of Madrid fixed problems, see KB0721455.

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

Security-related fixes

Important fixes in Madrid

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
Usage Analytics PRB1268561 KB0685641	Table statistics collection from usageanalytics_count_cfg is not working	The problem is usually discovered when the instance stops reporting usage counts and can take a while. Symptoms include: 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 KB article for details.
List v2 PRB570571 KB0522575	In List v2, related list and embedded list personalizations are not working, and the related list layout is cached against the user role instead of individual user	On related lists in List v2, if person A personalizes the related list, person B can see the change. However, if person B tries to reset to default, it does not allow this. In addition, forms and related lists are cached per user role. When user A personalizes the related list on a form, all other users with user A role can see the personalized form.	Refer to the listed KB article for details.
Instance Automation PRB1290818	The clone reEncryption operation fails	After a clone, Safenet is unable to re-encrypt when the table is sys_encryption_context, the column is encryption_key, and the name is "Encrypted Export Attachment" because the field has a read-only sys_policy.
Condition Builder PRB1165671 KB0679490	On translated instances, condition operators in the UI16 report designer are displayed in the incorrect language	If multiple languages are enabled, condition operators in report new UI designer are displayed for all users in the incorrect language, regardless of their language settings. The condition operators are displayed in the language used by the first user who logged in and accessed the report designer after an instance restart.	Refer to the listed KB article for details.
Outbound Messaging PRB1305586 KB0714559	Instance threads can get blocked while sleeping, and schedulers can get overloaded due to RESTMessageV2 and SOAPMessageV2 API issues	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 KB article for details.
Clone Issues PRB1262541 KB0689695	Confusing error messages on successful clones	Even when a clone is successful, confusing error messages appear on the instance's clone history: "Clone engine from backup has ownership of the clone request" / "Node in charge of the clone is Offline."	This error is not always reproducible but occurs occasionally when a clone is generated.
Forms and Fields PRB1295337 KB0716500	Slushbuckets can get populated with unwanted sys_id's	The 'Add/Remove multiple' option does not work for any glide_list field on a form, which populates the field with sys_id's.	Refer to the listed KB article for details.
Persistence PRB1097705	Problems when trying to recreate tables that were deleted via the UI	Tables can be deleted through the UI, scripts, and update sets. When a table is deleted through the UI, issues occur (especially for TPP).
Authentication - SSO PRB1265474 KB0686762	The relay state URL encoding causes failures if the query string contains a JavaScript function	When using the Multi SSO plugin, if an unauthenticated user makes a request to a URL that contains a JavaScript function as part of the query string, it will not be encoded correctly in the relay state parameter for the subsequent auth_redirect.do request, which causes an incorrect redirection. The message "Security constraints prevent access to requested page" is displayed.	Set up your instance with the Multi SSO plugin. Log in using SSO (at least once to allow a cache of the glide_sso_id cookie on your browser). Log out of the instance. 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	Turning off live forms glide.ui16.live_forms.enabled in Jakarta hides journal fields associated to the activity formatter and activities (filtered)	If users turn off live forms and set glide.ui16.live_forms.enabled to false, the comment fields associated to a form's activity formatter are hidden.	In UI16, navigate to Incident > Open. Confirm there are journal fields and Work Notes displayed above the Activity Formatter. Set glide.ui16.live_forms.enabled to false. 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	Inactive UI actions (i.e. Resolve Incident) with duplicate action name values cause their active counterpart to fail	An inactive (active false) UI action with a duplicate Action Name will break the Active UI action. For example, if a user has an inactive UI action with the action name 'resolve_incident', the active Resolve Incident UI action will no longer work.	Refer to the listed KB article for details.
Service Catalog PRB1301731	Catalog UI Policy's 'Applies on Requested Items' option doesn't work when setting the variable to 'Not Mandatory'
Audit History PRB692288 KB0622879	Audit history of CI relationships is only available to admin users	Users without the admin role are unable to view CI relationship information in History Sets.	Log in as a user with the admin role. Access /cmdb_ci_computer.do and create a new record named TestComputer1. Access /cmdb_ci_computer.do and create a new record named TestComputer2. In the TestComputer 2 record, click + on the Related Items widget and add a CI Relationship. In the Suggested relationship types section, select Connects (Child). In the Configuration Items section, locate and check TestComputer1. In the Relationships section, click + to add the relationship. Click Save and Exit to return to the TestComputer2 record. Access History > List and sort descending by Update number. As an admin user, the relationship record is displayed in the History Set. 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	The MID Server Exclude/Preserve Clone settings are incomplete	Since the MID Server-related Exclude/Preserve Clone settings are incomplete, missing and orphaned records are created after a clone. For example, users may see multiple errors: *** Script: [ecc_agent_status] table record missing for MID Server XXXXX	Refer to the listed KB article for details.
Condition Builder PRB1240334 KB0687788	If using a dot-walking field of an extended table, the Condition Builder v3 results in 'empty' conditions	The new report designer's condition builder shows empty conditions if the report uses dot-walking of an extended table. Fields are shown in the filter and breadcrumb, but not in the listed conditions.	Since this has to do with extended tables, first change the property glide.ui.list.allow_extended_fields to true. Create a report of any type in the new Report Designer. Set the table to task. Add a new filter with the change task > close code. Save the report. Refresh the page. Expand the filter. The filter is empty.
Incident Management PRB659931 KB0595578	ITIL users with write access to incident fields cannot select them in the template editor	The template creation application is only available to users with the admin role. Users with template-specific roles have access to the template-creating forms but have limited access to fields. Roles limited include: template_scheduler template_editor_group template_editor_global template_editor	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 Navigate to System Definition > Templates. Click New. Fill in the fields and configure table field to [incident]. All the fields on the form are not available.
Templates PRB1175777 KB0692580	Unable to see all the incident form fields in the Field Values list in the Set Field Values step	Users with the itil and atf_test_admin roles who create an incident via ATF cannot see all the incident form fields in the Field Values list in the Set Field Values step.	Log in as an admin. If required, activate the Automated Test Framework plugin (com.glide.automated_testing_framework). Add the itil and atf_test_admin roles to Abel Tuter. Impersonate Abel Tuter. Open any incident and check that you can see all the fields. Navigate to Automated Test Framework > Tests and click New. 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". Save the record. Click Add Test Step and go to Form > Set Field Values. 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	Choice lookups for sys_metadata extended tables unnecessarily retrieves entire table hierarchy choices instead of just retrieving the current table's hierarchy		Refer to the listed KB article for details.
HTML Editor PRB1252414	Videos are not uploading as an attachment - TinyMCE upgrade issue
Event Management PRB1175385 KB0639200	The Event Management dashboard and the Service Mapping map are redirected to the home page	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 KB article for details.
Application Navigator & Banner Frame PRB1245970 KB0661821	List v2 on UI16: After using list pagination to navigate past the first page and view a record, using the back button returns to the first page of the list	After navigating to a list of records from a module in the application navigator and paginating to any page other than the first page, using the back button from a form after viewing a record from a list will always direct you to the first page of the list instead of any page you had previously paginated to.	Enable UI16. Use List v2. Use a list of records module in the application. Navigate to a list of records, such as Incidents > Open > System & Security > Users and GroupsUsers. Use the pagination controls to navigate to a page other than the first page of results. Click a record to open it. 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	UA App Persistor, UA license download jobs (via the UA App Manager) consume all semaphores causing node to not be accessible	When the license downloader and app persistor jobs run at the same time trying to access UI objects, this can possibly result in a deadlock.
Lists PRB1004508 KB0696733	When clicking a record in a related or embedded list, the user receives a blank screen if the generated URL is too long		Refer to the listed KB article for details.
Activity Stream PRB1158420 KB0714294	When clicking 'Show email details' in an email Activity, the content of the email is opened in a new page rather than in the same activity stream	When clicking 'Show email details' in an Email Activity, the email content is opened in the same Activity. If 'Sent/Received Emails' is unchecked and re-checked, when clicking 'Show email details' again, the email content is opened in a new page.	Log in an early Kingston or London instance. Configure the email and create an Activity in an Incident with Email content. Open an Incident that contains an Email Activity. Click Show email details. Observe the content is opened within the same Activity. Uncheck Sent/Received Emails on the Filter. Check Sent/Received Emails again on the Filter. Click Show email details. Observe the content of the email is opened in a new page instead.
Persistence PRB632458 KB0639117	Nested reference fields used as display values will display as sys_id's when used as the sort field in a list	If a table uses a reference field as a display value, and that referenced field also uses a reference field as a display value, these values will display as sys_ids in a list view when the list is sorted by that field.	Create a table called testtable1. For more information, see the product documentation topic Create a table. 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. Create a few records on testtable1. Create a table called testtable2. Create a reference field to testtable1 and set this as the table's display value. Create a few records on testtable2. Open a list of testtable2 records and sort by the reference field created on testtable1. The values display as sys_ids in list view.

Other notable Madrid fixes


Problem	Short description	Description	Steps to reproduce
Activity Stream PRB1236361	Discrepancy in display of the checkbox to toggle/switch journal fields (WorkNotes/Comments)	"Show All Journal fields" element works correctly. However, the checkbox to toggle the work note/additional comments is not displayed.
Activity Stream PRB1239065 KB0695921	Putting multiple activity streams on the same form causes 'Show Email Details' to break	Using the OOB Approval Summarizer for a custom table (or OOB rm_enhancement table) does not allow a user to 'Show email details' in the Activity stream.	Navigate to System Definitions > Tables > sysapproval_approver. Add the attribute 'email_client=true' and save. Create a table called Work Order(u_work_order) and make sure it extends the Task table. Go to u_work_order.do. Configure form layout and add the fields 'Number' and 'Approval'. Configure related lists and add the list 'Approvers'. Submit the new Work Order. Go to the work order record and change the approval field to 'Requested'. In the 'Approvers' related list add 'admin' as an approver. Click into the admin's approval record. Click in the 'More options (...)' menu in the form header. Create and send an email. Navigate to sys_email and order the emails z to a by 'Created'. Click into the email record you created. Change the email type to 'sent' and save. Go back to the 'sysapproval_approver' record. 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	Reply/Reply All functionality available with the glide.ui16.emailStreamResponseActions property creates an email that does not appear in the activity stream of the source record	The omission of sysparm_sys_id appears to cause the instance value in the resultant sys_email record to be missing. This appears to prevent the email from being captured in the record history of the source incident or RITM.	Create the glide.ui16.emailStreamResponseActions system property with type true/false and set it to true. Import the attached UI macro. Expand the activity stream entry for email in the incident. You might have to send an email to create one. Click Reply. Rather than sysparm_sys_id being set to the sys_id of the source record, it is empty.
Activity Stream PRB678085 KB0691982	The Additional Comments field is populated (if it is mandatory) with the previous comment when the 'Post' button is used		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 Open any incident record whose state is not resolved. Update the field Additional comments (Customer visible) with any string value. Click Post. The activity log will get updated. Change the State to Resolved and navigate to the Additional comments (Customer visible) field. The previous value is in the field.
Activity Stream PRB709876	In UI16, the journal field hint does not appear when hovering over field	In UI16, the Hint popup doesn't appear when hovering over Additional comments and Work notes after the record has been saved. Also, right-clicking after saving the record doesn't give the context menu for those labels but rather the normal browser menu. This behavior works as expected in UI15.
API PRB1313291 KB0716422	URIs with un-encoded non-ASCII characters rejected with 400 response code in London	Any URI that contains un-encoded non-ACII characters rejected with 400 response code in London. Some browsers, like non-ENU Windows 10 running non-ENU Internet Explorer 11, do not auto-encode URI's, and users on this configuration can be impacted.	Refer to the listed KB article for details.
Approvals PRB1187111 KB0692731	Loading a sysapproval_approval form generates the JavaScript console error "Uncaught SyntaxError" due to "&&" in element_date_time.js	The 'Uncaught SyntaxError' occurs when loading sysapproval_approver records due to "&&" in a static platform. The .js file is being converted to "&&" in the browser.	Clear the browser cache. Clear the instance cache. Open the browser's console. Navigate to sysapproval_approver.list. Open any existing record. Observe the following error in the browser console: Uncaught SyntaxError: Unexpected token;
Asset Management PRB1296537	Fix the run_as user issue for PA jobs	The PA jobs fail to run and an error 'Run_as user does not exist' is displayed.
Asset Management PRB1300363	Problems with cmdb_model_category	All model categories are missing.
Asynchronous Message Bus PRB710024	Unable to connect to instances with AMB when the 'Web service access only' flag is set for user	When a MID Server tries to connect as a user with the 'Web service access only' flag set, AMB fails to connect with the error message, "Unable to subscribe to AMB channel: /mid/server/". The node log shows "User mid.rrj is not allowed to access the given processor: no thrown error".	Create a MID Server pointed at an instance. Configure a user on the instance with the Web service access only flag set. The MID Server agent log gets an error: 'Unable to subscribe to AMB channel: /mid/server/'
Authentication PRB1258396	High memory usage for SAML guest sessions	One instance of org.apache.catalina.session. StandardSession occupies more memory, causing semaphore exhaustion.	Set up the SAML authentication. Try to log in in a loop with and without using the same JSession ID. 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	Issue with SSO authentication post-Istanbul upgrade for MultiSSO update sets
Change Management PRB1303778	The CAB Workbench displays incorrect date/time values for planned start and end dates	When setting the timezone for a CAB meeting to Eastern, the planned start and end date for the change requests differ from the change request record and the CAB workbench meeting's listed dates.
Change Management PRB713373 KB0647724	Cannot create Standard Changes via the catalog on Service Portal	Standard changes cannot be created through the Service Portal. The catalog on Service Portal does not treat standard changes in the same way the catalog handles those in the normal UI.	Refer to the listed KB article for details.
Chat PRB1114155 KB0662449	api/now/connect/conversations/ {conversation_id} will do an incorrect query for chat_queue_entry where group=null if a member is inactive	This can cause performance issues for customers who came from legacy chat and have a high number of chat_queue_entry records without a group.	Refer to the listed KB article for details.
Chat PRB1242509 KB0689003	On domain-separated instances, live profile records are created with the sys_id in the name field	Instead of user names, sys IDs are shown on Connect chat and mini windows.	Ensure that the Domain Separation and Connect plugins are active. Go to sys_user.list and include the Domain column in the list. 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. Pick a record which was created by user 'ITIL User', for example, INC0000052. Impersonate Fred Luddy. 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 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	Desktop notifications are not getting triggered when you do not click to minimize the browser and work in a different application		Refer to the listed KB article for details.
Chat PRB676305 KB0598847	In Connect Support, if an end user closes a chat by closing the window, the session never times out	In Connect Chat, if an end user initiates a chat but closes the chat window, the chat will remain in the agent queue until an agent picks it up. Because the agent will pick up the chat even though the end user has already closed out the window, inaccurate data on reports show chats that were abandoned by the end user.	Refer to the listed KB article for details.
Chat PRB681459 KB0657223	Connect Support chat sessions which continue after incident creation result in emails sent for each subsequent connect message	If you create an incident from Connect Support but continue the chat activity with the end user, an email will be generated for each chat update. These emails are not needed, since the user is already aware of the chat content.	Initiate a Connect Support chat queue session with a user. Create an incident from the Connect chat session. Continue chatting back and forth within the Connect session. 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	Chat queue records no longer have an Assignment Group on record	In versions prior to Geneva, Chat used to generate an entry for the Assignment Group on the table chat_queue_entry while using the Service Desk Chat. However, Chat does not generate the Assignment Group entry.	Install the following plugins: Connect V1.0.0 Connect Support V1.0.0 Chat V1.3.0 In a Chrome or IE browser window, go to the following link: <instance name>/nav_to.do?uri=/$chat_support.do%3FqueueID%3Dc54f0abf0a0a0b452db84664f409c79c In the Service Desk Chat, type something like 'Need Help'. On a different browser (Firefox), impersonate David Loo, a member of the Service Desk Chat. Click Accept to accept the Chat. On Chrome, go to the following table: <instance name>/chat_queue_entry_list.do?sysparm_query=queue%3Dc54f0abf0a0a0b452db84664f409c79c%5E&sysparm_nostack=true Add the column Assignment group. This field is not populated.
Condition Builder PRB1160513 KB0657428	In the new reporting UI and List v3, there is a time format discrepancy on the Report filter condition builder	The time format for the Filter breadcrumbs and the time selected on the filter condition builder is shown in 24h format, while the applied filter shows the time in 12h format.	Refer to the listed KB article for details.
Condition Builder PRB1242164 KB0688305	List v2 filters with time operands appear in the correct language in the filter breadcrumb but not in the condition builder drop-down	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 KB article for details.
Condition Builder PRB1247155	Unable to save risk conditions	When saving a risk condition with a relative operator, after the record is saved, the UI context menu is unavailable for this record. Using the UI action update will also fail to save the record.
Condition Builder PRB1261825 KB0687787	If there are multiple filters from the same table added to a homepage or dashboard, the record count in all the filter reports is the same as the report added to the top of the page	Incorrect record counts are shown in all but the filter at the top. Additionally, if you try to sort any column on any filter but the first one, the sorting gets applied to the one at the top. The focus also jumps up on the first report.	Navigate to a homepage and click Add Content. Add a Filter from any table, Incident, for example. 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. 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	No records are displayed in lists or reports when the filter contains multiple Keywords operands		Access incident_list.do. Perform the search: Keywords are software. Approximately 12 records are returned. Perform the search: Keywords are hardware. Approximately 14 records are returned. Perform the search: Keywords are software OR Keywords are hardware. No records are returned. Group the empty result by the number field. No records are displayed, but there are 26 matches.
Configuration Management Database (CMDB) PRB1102415	Semaphore exhaustion can occur during a large import of CI data
Configuration Management Database (CMDB) PRB1272847	Affected CI notification business rule causes low memory on the instance	Affected CI notification business rule jobs take a long time to execute. Memory is low on 2 nodes of the instance, making the instance unavailable to users.
Configuration Management Database (CMDB) PRB1283753	The CMDB Baseline Diff formatter has no limit on how many changes are displayed on the form, causing the CI form to either fail to load or be too long	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 is not working	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 KB article for details.
Core Platform PRB1286063 KB0690196	Field normalization 'Coalesce to normal' jobs stuck in 'Running' state after logging error: "Error while processing job: java.lang.RuntimeException: Current thread is already running rollback tracking"	Starting from Kingston Patch 4+ and Jakarta Patch 9+, coalesce jobs are getting stuck in Running. Field Normalization configuration fails to coalesce to a single reference.	Create five records in location table as follows (with name as Location1, Location2, Location3, Location4, Location5). Create one more record with name as LocationCentral in location table. Note that there are six records on location table. Go to Normalization and create a normalization called Location Name Normalization. For more information, see the product documentation topic Normalization Data Services. Set the following properties: Table: cmn_location Field: Name Coalesce each normal: Checked Save the records. Do not click Collect Pending Values in related links. To create a new entry, navigate to Normalized Value > New. Provide the following values for it, and save it. Value: Test Coalesce to: LocationCentral In the Alias tab on the form that appears, click Aliases under related links and add all the values created earlier (Location1 through Location5). Go back to Normalization. Activate and run the jobs. 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	When attaching Microsoft files, 'Too many open files' errors occur (file descriptor leak)	Attaching Microsoft documents (doc, docx, ppt, pptx, etc.) results in a file descriptor leak and 'Too many open files' exceptions.
Core Platform PRB584906 KB0523421	Attachment file extension names are truncated if they exceed the max length of the attachment name field	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 KB article for details.
Currency PRB1287143 KB0692585	Saving a form with a currency field results in the currency field getting multiplied by 100	Even if a user doesn't make changes to a currency field on a form, saving the record results in the currency value getting multiplied by 100. This issue occurs when a user's language is set to English and their country is set to US.	Create a Currency field on the incident table called Test Currency. Open two browser sessions (for example, Chrome and Chrome incognito). In session 1 log in as System Administrator user and be sure his System Settings have the language set to English. In session 1, open INC0000015. In session 2 log in as the ITIL user and make sure the user's System Settings have the language set to Spanish. In session 2, open the same incident (INC0000015). 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. 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. 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. 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	Report errors occur when the URL length reaches the max value	An error occurs when you try to access Reports through the Add Content button on the homepage.	Refer to the listed KB article for details.
Dashboards and Home Pages PRB1309482	Dashboards and homepages do not refresh reports automatically when the interactive filter value is changed	When a report and interactive filter exist in a scoped application and glide.cms.enable.responsive_grid_layout is set to false, the interactive filter only refreshes the report in edit mode. However, the interactive filter does not work when viewing the dashboard.
Dashboards and Home Pages PRB662349 KB0688491	Tags not appearing on homepage	The Labels content block on a homepage does not pull in the label.	Create a list report with the field sys_tags added to the report as the third column. Save the report and title it My report. Navigate to Homepages > Add Content. 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	Dependency View Map (BSM Map) hides relationships with Active CIs if the CI is set discovery_source=Duplicate, and no relationships are shown if the map is for that CI	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 KB article for details.
Discovery PRB1236854	Workflows can fail immediately	Long running commands run for a long time, polling every 30 seconds. Currently, if any one of these polling commands fails, the failure is reflected to the workflow which kills it, and the long runner sensor has no say in the matter as the probe response gets routed straight to the regular sensor processor.
Discovery PRB1280464	Shazzam's final sensor job can run a node out of memory by holding all results in an array	Shazzam's final sensor job can run a node out of memory by holding all results from the discovery schedule in memory at once. The sensor has no limit check for how many results it will end up adding to an array in the instance node memory.
Discovery PRB1281592 KB0696013	NetApp provider does not support querying SVMs	Users are unable to discover NetApp servers after an upgrade to Kingston.	Refer to the listed KB article for details.
Discovery PRB1292140 KB0692003	Discovery creates duplicate models after enabling the Normalization Data Services plugin	After activating the Normalization Data Services plugin, the models are duplicated because Discovery keeps creating models in each run instead of updating the existing one.	Activate the Normalization Data Services plugin. 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. Run discovery on any device. After completing the discovery, duplicate models are created in the cmdb_model table.
Discovery PRB1298290	Duplicate Discovery jobs running after an upgrade to London	Duplicate Discovery schedules are triggered and schedulers are overloaded.
Discovery PRB1300147	Issues with wildcard masks	Dest_ip_network in the exit router interface table are parsed incorrectly, causing invalid Layer 3 relationships.
Discovery PRB1302209	Horizontal discovery sensor - Parallel payload processing should be provided after split	The parallel payload processing should be provided in case there are multiple payload discoveries.
Discovery PRB1315336	Probe cache_results causes Windows - Installed Software to not update software installations for a CI if they have been manually changed or deleted	The probe cache_results is enabled OOB for Windows - Installed Software probe. When enabled for a probe, the instance processes the results from a probe and then create a key-value record in discovery_probe_results_cache table. What this does is if the payload has not changed from the last time Discovery has run, the MID Server will not send the payload and will only send 'processed' and then not run the sensor. This causes discovery to not populate software installations for a CI unless a new software is installed on the CI, in which case the probe will bring back the payload and the hash key updated.
Email PRB1244841 KB0679920	Quick Messages are not applied to email clients if the body field is defined as a type String		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. Create a quick message with some text in the body. Navigate to an incident and open the Email client. Apply the newly created quick message. Note that the quick message selected is not being applied to the Email client body.
Email PRB1268451 KB0696699	TinyMCE Insert Image functionality is unusable to non-admin users within the email client		Refer to the listed KB article for details.
Email PRB582715	Attachments received by an inbound email of type .msg or .eml are automatically renamed to "message.msg" or "message.eml"
Event Management PRB1258563 KB0714146	During upgrades from Kingston to London, if the Event Management Plugin is activated, there can be skipped errors related to sys_hub_action_type_definition files.		Run upgrade from Kingston to London with the Event Management plugin activated.
Filters PRB638064	Business rule condition does not evaluate catalog item variables correctly	When one condition is always true, the business rule evaluates to 'true', even when the condition is ANDed with another condition. In addition, if the condition only includes a reference to a variable, then it always evaluates to 'false', as if it can't read the actual value of the variable.
Financial Management PRB1276976 KB0693352	Receiving a blank screen after clicking the Demand Budget UI action	Receiving a blank screen after clicking the Demand Budget UI action. The same behaviour occurs with the UI actions Portfolio Target in Portfolio and Project Budget in Project.	Activate the Project Portfolio with Financials plugin. Navigate to a Demand record. Click the Demand Budget UI Action on the Demand form. 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	Update Selected/Update All does not work if a formatter named 'Checklist' is present in default form view		Open any one of the sc_task records and make sure that the Checklist formatter is not on the form. Go to the list view of sc_task records and select multiple records to be updated. Right-click the column name and select Update Selected from the context menu. Try selecting a value for the reference fields like Assignment group. Note that the lookup icon to select works correctly. Open one of the sc_task records. Right-click in the former header and choose Configure > Form Layout. Add the Checklist formatter to the form. 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	The error message that informs users that a field value is mandatory displays repeatedly on the form instead of just once	In Jakarta, validation errors are displayed for mandatory fields as an information message on the form. In previous releases, these messages were displayed as popup errors. However, these messages are shown repeatedly each time the form is submitted without the mandatory field data being entered. Instead, the system should display the same message only once - when the user submits the form without entering the mandatory field data.	Open up any Incident record. Clear the Short description. Click Update repeatedly.
Forms and Fields PRB1195784 KB0696129	Activity formatter on Knowledge article is not displaying correctly	If you add 'Activities (filtered)' to a new section within the Knowledge form, the Activity Journal information is not aligned correctly in the UI, and the Activity Formatter button is obscured.	Go to a Knowledge Article record. Configure Form. Create a section and add Activities (filtered). The Activity Formatter button is half obscured by the journal field.
Forms and Fields PRB1238094 KB0696735	'Maximum emails exceeded' messages are shown after navigating away from the relevant record	If a record contains more emails than the max_entries limit set to the Activity Formatter, users will see a 'Maximum emails exceeded' message. If users stay on the record for a period of time, and navigate away, they will see a duplicate 'Maximum emails exceeded' message.	Refer to the listed KB article for details.
Forms and Fields PRB1238248 KB0676164	Read-only reference fields containing '&' in their display value show as &amp when glide.ui.escape_text is false	When the system property glide.ui.escape_text is set to false, reference fields with & in their display value show as &amp for read-only fields made through sys_dictionary or ACL.	Refer to the listed KB article for details.
Forms and Fields PRB1244696	The task_time_worked table is no longer updated when a read-only UI policy is applied to the time_worked field on a form
Forms and Fields PRB1246612 KB0662267	Document ID type fields still support on hover functionality on reference icon and flickers continuously	The ability to hover to view reference pop-up text is not available beginning with Kingston, but document ID type fields still show the text. Additionally, they flicker continuously and call the pop-up function in the backend multiple times.	Navigate to System Definition > Tables and go to the sysapproval_approver table. Open any record. Hover over the info icon on the Approving field.
Forms and Fields PRB1257304 KB0686720	In IE11, read-only choice lists contain a selectable downward arrow		Open an incident form in Internet Explorer 11. Make one of the choice fields read only, for example, the Impact field. 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	Multiple attachments are created when you drag and drop files to any forms after clicking click through popup ('i' icon for reference records)	The attachment creation seems proportional to the number of times you have clicked the popup icon.	Make sure List V2 is active and the system property glide.ui.clickthrough.popup is set to true. Go to any form where you can attach documents (for example, the incident form). Click on the 'I' icon (clickthrough popup) to open the reference item in a new window and close the window. 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 PRB1273396 KB0689068	Clickthrough popup ('I' icon) is inconsistent with standard reference icon behavior		Ensure that List v3 is not enabled. Set the glide.ui.clickthrough.popup system property to true. Go to a record with a reference field, for example, a problem form. 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	Scripted UI policies no longer work on Service Portal or mobile in London if 'Isolate Script' is true or for scoped apps		Create a scripted UI policy for any table. Ensure it will run on mobile or Service Portal. 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	Reference field in CMS after Kingston upgrade does not display the popup preview when hovering over the 'i' info icon	In the CMS/ESS portal, when clicking any reference icon in the form, the pop-up displays for a brief moment and disappears immediately.	As an admin, navigate to /ess/incident_status.do. Open INC0000005. 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	During an upgrade to London, forms can be broken	The fix for this PRB adds a new table, added in London, to an upgrade script, which allows the upgrade to take place without errors around the new table.	Refer to the listed KB article for details.
Forms and Fields PRB601488 KB0538677	Reference fields set as dependent do not limit results if the field they depend on is not present in the form layout	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.	Log in as an admin on any instance. Open any incident record and make sure Company is on the form. Right click Watchlist > Configure Dictionary > Check [Use dependent field] > Select Company as dependent field > Save. Navigate back to incident form in Default view and make sure Company field is populated with a value. Click the Watchlist field and do a lookup. You can only see users under the specified company. Right click the incident form > Configure > Form layout > Remove Company from the view. Navigate back to incident form in Default view and click the Watchlist field and do a lookup. You can see all the users. Navigate back to incident form in Default view and change the view to Self-service. Click the Watchlist field and perform a lookup. You can see all the users. Right click the incident form > Configure > Form layout > Add Company to the Self service view. 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	Japanese text becomes corrupted in the approval page	On translated instances using Japanese, there is a GlidePopUp issue that affects the reference fields preview popup. For example, consider a user who writes a knowledge article in Japanese and submits the article for approval. In the approval page, Japanese text that was written in the article body appears as corrupted characters, and they do not show up properly.	Refer to the listed KB article for details.
Forms and Fields PRB691557 KB0657394	The UI property glide.ui.scroll_to_message_field does not work properly with void showFieldMsg (input, message, type, [scrollForm])	The scroll down feature is expected to work with the error message. The glide.ui.scroll_to_message_field property determines whether the form scrolls down to a field when an error message is displayed below it. Journal fields associated with the activity stream are a little different than most other fields because there can be multiple fields but only one displayed at a time, with a toggle available to switch between the different fields. The property does not work for these fields.	Refer to the listed KB article for details.
Forms and Fields PRB744177	Using the Form Layout tool and changing the view after saving causes form sections to be deleted
Forms and Fields PRB830143	Images cannot be replaced, previewed, resized, or updated properly	The Insert/Modify dialog is used by TinyMCE and wiki text fields. The dialog does not replace, preview, resize, or update images properly; and console errors are generated when updating an existing image from TinyMCE.
Google Maps PRB1308602 KB0714778	Location Map error - "This page can't load Google Maps correctly"	An error appears when loading the Location Map (/nav_to.do?uri=%2FMapTransitWireless.do%3F): "This page can't load Google Maps correctly."	Open a form that displays Google maps, for example, Critical Incidents. Notice the error is shown.
Guided Tours PRB1300368 KB0714116	Trying to create guided tours on the Service Portal fails with the error message "gtd_portal_title should ends with delimiter ;"		Refer to the listed KB article for details.
HTML Editor PRB1252384 KB0695227	In the Edge browser, users cannot paste text from Microsoft Office products into the TinyMCE HTML editor		Using the Edge browser on Windows 10, navigate to /kn_knowledge.do Copy any text from OneNote (any MS Office product will produce the same result). Paste the copied text into the TinyMCE field. The text is not pasted into the field.
Knowledge Management PRB1310839 KB0718635	The knowledge advanced search defaulting to the incorrect knowledge base	After an upgrade to London, the knowledge search feature on incidents defaults to a particular knowledge base, which used to default to "all".	Refer to the listed KB article for details.
Lists PRB1090458 KB0696742	Suggestion field [pick_list.do] drops filter conditions when sorting by Label, and all choice fields are returned		Refer to the listed KB article for details.
Lists PRB1241416 KB0686268	The system property glide.ui.list_edit.show_calendar_only is ignored in Jakarta	Setting glide.ui.list_edit.show_calendar_only to true or false should alter the Date Picker format accordingly. However, this does not work in Jakarta.	Navigate to a list or form that has a date field on it. Invoke the Date Picker to see what it looks like. Change the setting of the glide.ui.list_edit.show_calendar_only to the opposite setting. Clear the cache by going to /cache.do, and then log out and log in again. 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	On touchscreen laptops, double scrollbar appear on the form	In Windows 10 touchscreen laptops on Chrome, a double vertical scrollbar appears on forms.	On a Windows 10 touchscreen laptop, use the Chrome browser to navigate to any list, for example, navigate to Incident > All . Open any record. Note that the screen shows double vertical scrollbars.
Lists PRB1250340 KB0692583	Dot-walked extended fields do not show in a list report on Task tables	Any dot-walked fields from extended task tables do not display in a list report after a Jakarta upgrade. Columns, such as Requested For on sc_request, and their field content, do not show on the List report.	Refer to the listed KB article for details.
Lists PRB1256934 KB0692471	Translated fields on the sc_cat_item list are displayed in English when the sort is changed in the previous language	When viewing a list of sc_cat_item records after changing your language, some of the translated fields are not translated. Editing the field or resorting the list shows the correct language.	Install a language plugin (such as French), and activate the Internationalization I18N plugin. Navigate to sc_req_item.list. Personalize the columns so the Name, Short description, and Description fields are shown. 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. If they are not in English, change back to English and sort the columns by name and then by name again. Change back to French again and see whether the Description and Short Description are not translated.
MID Server PRB1306950 KB0714149	MID Server installation ZIP files can be corrupted when downloading via the instance	In a new London instance, or an upgraded instance that has had the property mid.download.through.instance set to true, the MID Server Install and Upgrade ZIP files are downloaded through the instance. Sometimes, that attachment can be corrupted.	Refer to the listed KB article for details.
Mobile PRB1251657	If no Mobile homepage is active, the Mobile browser will not load the Mobile UI	The issue does not exist in the native mobile apps, and the Favorites page will be the main landing page if there are no active Mobile homepages.
NotifyNow PRB1304733	Twilio/Notify time delay of 5 seconds when using the activity 'Say'	Issues occur when users use the Notify plugin to start conference calls and put the "Say" activity on the first position in their workflow. When the user answers the call, it takes 4 - 6 seconds until the text from the "Say" activity is read out.	Connect a Twilio account to your instance. Place a 'Say'-activity on the first position of the workflow. Start a conference call. Pick up the call and wait until the text from the 'Say'-activity is read out.
On-call Scheduling PRB1291076	A user with appropriate access is not able to view or search their own schedules in the 'On-call Schedules' module	The On-Call Schedules tile does not populate any data as all the schedules need to be loaded in the "All on-call schedules" tab. In addition, the All On-Call Schedules tile does not show any groups or schedules when a name is typed into the filter.
Outbound Messaging PRB1255559	Outbound REST method is returning "The request failed: javax.net.ssl.SSLProtocolException: handshake alert: unrecognized_name" after Kingston upgrade	The outbound REST method also sends server_name in requests, whereas in Jakarta, there is no server_name in requests.
Patterns PRB1296736	If cmdb_ci is not extending cmdb, Discovery should get the child and extension tables from 'cmdb_ci' and not 'cmdb'	When the 'create relationship/reference step' is leveraged in a pattern, the product checks if the parent and child tables satisfy certain conditions. One of the conditions is whether the tables are part of list returned from calling getCITypes(). For some users, the root is 'cmdb_ci' and not 'cmdb'. However, 'cmdb' is queried for the child and extension tables, which causes patterns to fail.
Performance Analytics PRB1298843	An unexpected alter is triggered during the upgrade on the pa_scores table	An unexpected alter is triggered on the pa_scores table during the upgrade to Kingston or Jakarta due to the table size.
Persistence PRB1235518 KB0696204	Source control operations fail when an application had rows in a table extending sys_metadata that was subsequently deleted	If a scoped application contains a record in a table extending sys_metadata, and that table is deleted, source control operations will fail for that app until the corrupt sys_metadata record(s) for the former table is removed. Even then, the local repository will be left in a bad state.	Refer to the listed KB article for details.
Persistence PRB1246074	Changing the column type with an update set commit does not change the column type in the database when there is no data in the related table	When committing an update set which includes a column type change (for example, Integer to Decimal or Integer to String or Reference to String or Date/Time to Date), the change is recorded at the sys_dictionary level. However, the type in the database is not changed even though there is no data in the related table.
Persistence PRB1253960 KB0690068	Importing a scoped app deletes/changes a task table field	If an update set is committed with a 'delete' update for a field on the child table and the field on the target instance is defined on the parent table, it is dropped from the parent table.	Create a scoped application. 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. Delete the standalone scoped table. Create the same table again, and extends tasks. Open the application record and publish it to an update set. The update set contains delete updates for the table and the number field. 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. Commit the update set. 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	Transaction logger throws a Unique Key violation for REST requests that delete from tables where deletes are audited	LogTransactionMonitor will attempt to log REST transactions (even though they have already been logged) if the transaction deletes a record in a table where deletes are audited.	Refer to the listed KB article for details.
Persistence PRB1278124	Reglomming isn't allowing unique indexes to be created on shared columns	In TPP (CMDB) or TPH (TASK), it can often be impossible for customers to create unique indexes on their custom elements, because those elements are stored on columns used by other elements. The new Reglomming feature is supposed to allow this by moving the element to a new column where a unique index can be safely applied. That does not appear to be working.
Persistence PRB1298268	Too many events causing email processing delay	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	StackOverflowError can cause the database connection corruption
Persistence PRB1303007	Reglomming on column type (currency) during the London upgrade causes a column on child (pm_project) and parent(planned_task) pointing to same storage alias		Activate the plugin Project Portfolio Suite with Financials (com.snc.financial_planning_pmo). 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). 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). Upgrade to London. The storage alias for pm_project.u_column1 and planned_task.opex_cost is pointing to same storage alias. 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	Trend reports show duplicate second-level group by values (on the chart and the legend)	When grouping by related records that have identical names, Trend and Column reports show duplicate results.	Create a new Trend or Column report with the table asmt_metric_result. 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	Bar/pie charts show the value instead of the label or the sys_ID	When a column's group by field name is over 30 characters, bar and pie charts show the actual value instead of the display value.	Refer to the listed KB article for details.
Reporting PRB1292058 KB0694624	Creating a List Report or Database View on a table with a long name fails throwing a Java SQL exception	When trying to create a List Report or a Database View on a table that has a long name, the instance gives errors and does not create the list view.	Refer to the listed KB article for details.
Resource Management PRB1160060	Resource Allocation Report doesn't show the requested hours for the group resource with specific users	When creating a resource report for a resource plan with the resource type as 'Group Resource', the report does not show any allocation which is 'Requested'.
Resource Management PRB1295307	After upgrading to London, the resource grid does not load	The message "Resource Management upgrade is in progress. Please check after sometime" is displayed.
Resource Management PRB1317229	When the system date format is set to dd-MM-yyyy, the Requested Allocations date are getting changed to some random dates	When system date format is set to dd-MM-yyyy under Resource Plan when Planned Hours are changed after Allocation, the Requested Allocations date are getting changed to some random dates.
Security Access Control Lists PRB1293528 KB0692491	Checklist templates restricted to specific groups are not available to non-admin group members	The checklist template should be available to only members of the selected group and the user who created the checklist. However, checklists are no longer available for group members.	Refer to the listed KB article for details.
Server Side Scripting PRB1301969	NPE error when attempting to retrieve a record with an uppercase letter in the sys_id field	Using gr.get() on a sys_id that does not exist will return false. However, if you do a subsequent gr.update() to this object, it will perform an insert with the invalid sys_id. When a sys_id has an uppercase letter in it, errors are thrown when viewing the record in the UI.
Server Side Scripting PRB671588 KB0596972	After a restart, the default value for the glide.servlet.uri property overrides the sys_property value		Refer to the listed KB article for details.
Server Side Scripting PRB703946 KB0623900	When high security plugin is inactive, clicking the 'New' UI action for the columns embedded list on the sys_db_object throws an error: "RP is not defined"		On a pre-high security instance: Navigate to sys_db_object, and select the Incident record. In the Columns embedded list, click New. The form reloads and an error is thrown.
Service Catalog: Service Portal Widgets PRB1289581 KB0694553	Catalog item count in SC Category page is not accurate when user criteria is used		Add 12 catalog items under a category. In one of the items, add a user criteria for it to be shown only to admin users. Set the Number of items per page option in the SC Category Page widget to a low number, such as 2 or 3. The issue can't be seen when the items load all at once, or when a single click on 'Show More' is enough to show all items. Impersonate a non-admin user. Navigate to the category (/sc_category page). Verify the initial count of items will display all regardless of the user criteria applied. After you click 'show more' a couple of times, the count will update to the correct one.
Service Catalog: Service Portal Widgets PRB1312685 KB0715811	Labels are not displayed for the checkbox on Service Portal		Navigate to a catalog item on platform (such as Apple iPhone 5). Create a Label type variable with order 100. Create two Checkbox variables with order 101 and 102. Navigate to the catalog item on Service Portal. The newly created label is not displayed for checkbox variables.
Service Catalog PRB1252663	Self Service - When hovering over an icon, a pop up displays with information and UI action Open record, but users cannot click it	Users cannot click the Open record UI action because the pop up disappears immediately on hovering off the icon.
Service Catalog PRB1268040 KB0691890	A setValue client script causes the catalog item to have a changed form	After upgrading to Kingston, while navigating from the catalog form to the previous screen, a popup 'Are you sure you want to leave this page' is displayed even though no changes are done on the form.	Refer to the listed KB article for details.
Service Catalog PRB1286653	In the RITM form, the 'requested_for' field is not set to the user who's requesting the item
Service Catalog PRB1290614 KB0696180	The entire User Criteria cache gets flushed on a sys_user update for one user	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. The fix for this PRB makes the following changes: The user criteria cache is not flushed unless these fields in sys_user record are changed: active, company, location, department. If there are other fields on whose change the cache needs to be flushed, those fields need to be added, comma separated, in the property glide.cache.flush.user_criteria_cache.sys_user.	Navigate to Knowledge > Home. Try to view a Knowledge base record. Open /xmlstats.do?include=cache. Notice the value of the entries attribute in <user_criteria_cache>. Open /sys_user_list.do. Double click the 'Active' field on any user and set it to 'false'. Look at /xmlstats.do?include=cache again and notice that the entry in <user_criteria_cache> has been set to 0. Try to view the KB article again. The scripts of all the User Criteria records will be run.
Service Catalog PRB1303772	Issue with the macro function in record producers and the service catalog
Service Catalog PRB1309689	Variables not cascading in Service Portal
Service Level Agreement (SLA) PRB1297251 KB0713660	When SLA Definitions are in a domain other than global, the calculations on the Task SLA records can be incorrect and/or the workflow will not attach or be updated		Refer to the listed KB article for details.
Service Mapping PRB1264241 KB0714630	Service Model's blob reaper causes high load on instance, affects performance	Service Model's blob reaper job is not executed very often - once a week - but once it does, performance issues occur. For example, there is high memory consumption, the job takes hours to run, and it causes a high load on the node on which it runs.	Execute 'Service Model's Blob Reaper' from sys_trigger.
Service Mapping PRB1291033	MID Server SystemCommand CitChanged introduces slowness and HTTP 429 errors	The default semaphore is exhausted, leaving the instance completely unresponsive for several minutes. This PRB is related to PRB1201839.
Service Mapping PRB1303545 KB0712498	The Application Services module redirects users to the home page
Service Portal PRB1242592 KB0714295	The List and Form widget (id = lf) should create the CSS exception for panels embedded by all formatters (i.e. variable editor)	On the Service Portal, the activity log section overlaps the variables section after an upgrade.	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	Knowledge articles created using article templates are not displayed correctly in Service Portal	When creating knowledge articles with legacy Knowledge widgets and article templates, the KB articles do not display correctly in Service Portal.
Service Portal PRB1282507 KB0687771	The Service Catalog Service Portal plugin must not be activated before the core Service Portal plugin	Installing Service Portal plugins in different orders can cause missing pages/widgets, dependencies and route maps.	Upgrade an instance from Helsinki to Kingston so it does not have the com.glide.service-portal plugin active. 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. Activate the Service Portal for Enterprise Service Management plugin. 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	In Kingston, using catalog client scripts to set the value of a choice variable to boolean true or false does not work	Catalog client scripts which set the value on a checkbox variable does not work on Service Portal. However, the string 'true' or 'false' works.	Refer to the listed KB article for details.
Service Portal PRB1290476	Unable to edit fields with sp-editable-field (e.g. on user profile) in Service Portal due to REST error if mandatory fields are on the form	When editing the User Profile via Service Portal, if a user edits any field and clicks Save, nothing happens and a 500 Internal Server Error is displayed. This issue only affects the Service Portal user profile editing, not the basic UI editing functionality.
Service Portal PRB1297624	Search page id=search doesn't refresh results while searching for a different term	Search results don't return the newly searched term, and the results remain the same.
Service Portal PRB1304578	Date validation client script conflicts with built-in validation in Service Portal	When a Data or Data/Time variable value is validated using a catalog client script which uses the 'showFieldMsg' function, it will conflict with the validation built-in to the "sp.datePicker.js" directive.
Service Portal PRB690479	Translations of Service Portal translated_text fields are not captured in update sets (e.g., sp_instance.title) - missing Dictionary attribute	Internationalization of Service Portal pages, such as an instance record (sp_instance), cannot be transferred with update sets. As a consequence, creation or customization of Service Portal pages that includes translations, cannot be transferred via update sets.
Service Portal PRB737096 KB0662443	TinyMCE attached images are stored with the table name kb_social_qa_question in sys_attachment_list	Attachments are stored in kb_social_qa_question table for Service Portal widgets.	Refer to the listed KB article for details.
Service Portal PRB857577 KB0621652	Setting for the date picker for the first day of the week is not working in Service Portal	The setting for the date picker for the first day of the week (the glide.ui.date_picker.first_day_of_week system property) is not applied correctly in Service Portal.	Set Monday as the first day of the week in the calendar picker. Go to sys_properties_list.do. Click New. Add a property with the name glide.ui.date_picker.first_day_of_week and set the value to 2. Click Submit. Navigate to Self Service > Service Catalog, and click Can We Help You?. Choose Report Outage. 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. Navigate to Service Portal > Service Portal Home and click Order Something. Under Categories, click Can We Help You? and then click Report Outage. 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	In the Task-Outage Relationship plugin, changing the system date format to anything other than the default yyyy-MM-dd format results in the error "End date must be after begin date"		Refer to the listed KB article for details.
System Applications PRB1246094 KB0661842	Changing the prefix in a table can cause exact match to fail for older records	For example, changing the incident or task number prefix causes exact match search results to fail. The fix for this PRB provides the following options. To enable pessimistic search behavior, add the property glide.ui.text_search.enable_fallback_number_search and set it to true. This falls back to searching "task" and "kb_knowledge" when doing exact match searches. To search a specific list of tables, create the property glide.ui.text_search.fallback_table_list and set its value to a comma-separated list of tables to search. This overrides the default of 'task' and 'kb_knowledge.' For example, setting this to 'change_request,sc_task,sys_product_help' would search those 4 tables if no exact match was found originally. To search all tables that have a Number prefix, set glide.ui.text_search.fallback_table_list to the value all.	The same steps listed below produce different results and behavior in Jakarta or in Istanbul instances. Go to an Incident list and pick any existing incident. Go to the Global Search and search this selected incident. An exact match is returned. Go to the [sys_number] table and change the prefix from INC to INT or some other prefix. Create an incident. It will be created by this new prefix. Search for the same incident which was picked in step 1. Notice that the exact search does not work anymore. Search for the incident created in step 5. Notice that an exact match is returned.
Tables and Dictionary PRB1296576 KB0694107	Adding elements to a TPP grandparent and grandchild table in an update set can cause the alias corruption	When adding an element to a particular table in the CMDB hierarchy, and another element to a grandchild (or lower) of that table, within the same update set, the storage aliases can be corrupted so that the elements are stored in the same column. This can cause functional problems and data loss.	Refer to the listed KB article for details.
Tables and Dictionary PRB1297613	StackOverflowError can be caused by queries in v_customer_uploads or enabling DB Trace
Templates PRB1156185	Cannot apply a date field while using a template if the date format system property is altered	When using a template to create a knowledge article, the field 'Valid to' is not populated by the value added to the template.
Templates PRB692227 KB0635121	Unable to add items with a comma in the display value to a template for a glide list field	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. Bring up the sys_user record for Abel Tuter. Change the first name to Ab,el. Bring up any existing incident. 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. In the template bar, press the + sign to add a new template. In the list of template fields, change one of them to Watch List, in the left column. 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	Template stores date/times with user's format instead of a system-wide or internal format, causing conflict when another user accesses that date	The template_value field types store date/time values in the user's format instead of the system's format. This causes issues when: Trying to apply a template that has a date in a different format (even if it's the same as the current user's format) Sharing values across users with different formats
Transaction and Session Management PRB1293794	Large number of HTTP requests with malformed x-forwarded-host header yields memory exhaustion	Requests with an invalid x-forwarded-host value raise IllegalArgumentException exception which can cause leaked Request and Response objects, eventually causing excessive garbage collection, memory exhaustion, and HTTP-500 error messages.
UI Components PRB837118	The WYSIWYG editor in the KB article doesn't work for URLs or the local video library	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	'Show Other Active tasks' gives an error in the frame max_allowed_packet exceeded (and uses high memory while executing the xmlhttp.do transaction)	When a user clicks the 'Show Other Active tasks' icon beside the Configuration Item field on a TASK (Incident/Change Request) form, the request Times out with an error "Could not send query: max_allowed_packet exceeded" Utilizes huge amount of memory on the application node where this transaction runs
Update Sets PRB1272514 KB0685077	Retrieved batched update sets are missing a parent value when the property glide.invalid_query.returns_no_rows is set to true	If the system property glide.invalid_query.returns_no_rows is set to true, the query will return no results and the hierarchy will not be built.	Create a True \| False system property called glide.invalid_query.returns_no_rows and set its value to true. Set up another instance as an update set source. On the source instance, create a parent and child update set and complete them. On the target instance, retrieve the completed update sets. Observe the parent-child relationship is not maintained. Repeat the process with glide.invalid_query.returns_no_rows set to false to see the intended results.
Update Sets PRB1314701	Committing a batch update set with an update that is missing an action can lead to unintended results
Upgrade Engine Issues PRB1303827	Exporting and then importing XML on a sys_dictionary record generates an 'empty' sys_db_object record	Unloading (as opposed to updating) sys_dictionary generates 'empty' sys_db_object records. This can occur during upgrades, plugin and application installs, and XML import.	Export any sys_dictionary record, such as task.short_description. Import that same sys_dictionary record.
Usage Analytics PRB1295059	The usage data of the last month should not be uploaded if the job context is empty	OOM exceptions are thrown due to many records being uploaded in the past month payload.
Usage Analytics PRB1296187	When downloading licenses, there are many 'INSERT INTO ua_app_family 'errors
Usage Analytics PRB1302760 KB0719360	Loading a dashboard causes hundreds of error messages in logs		Refer to the listed KB article for details.
Virtual Agent Platform PRB1309347 KB0714593	London instances with Oracle databases throw exceptions and errors when a topic is opened in the Virtual Agent Designer	When a topic is opened in the Virtual Agent Designer, London instances with Oracle databases throw java.lang.NullPointerExceptions and other exceptions and errors.	Refer to the listed KB article for details.
Visual Task Boards PRB1089529	Changing sys_user.user_name of VTB user breaks the freeform card activity stream	The VTB activity stream can be broken when: Increasing the max length of sys_user, for example from 40 to 100 Increasing the user ID to more than 40 characters while sys_updated_by or sys_created_by remain the same (max length of 40 characters)
Workflow PRB1249919 KB0711946	Inconsistency of stage in list view for Catalog Task execution for the main flow and subflows with the 'Workflow-Driven' stage renderer	The list view sometimes shows the stage as the following: "Fulfillment Waiting for Catalog Task: Task 1" Other times, the "Waiting for Catalog Task" stage does not show.	Refer to the listed KB article for details.
Workflow PRB1269804 KB0697348	Active flag is not set to false after the RITM's workflow stage switches to Completed because the 'Set Active Flag' business rule condition does not run	After Jakarta, when the workflow on a requested item only contains Set Value or Run Script activities, the requested item's active flag stays set to True even when the stage field is Complete.	Refer to the listed KB article for details.
Workflow PRB1296149	'current' can be replaced during the workflow processing, and this can affect the processing of all subsequent business rules under certain circumstances	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, a global record is created which will trigger any business rules and workflows running off of the global table	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 KB article for details.
Workflow PRB897733 KB0676161	Workflow Canvas performance is seriously degraded and slow when a large number of transitions are on the canvas	A large number of transitions in a workflow may cause performance issues when editing in the workflow editor.	Open the workflow editor and create a new workflow. For more information, see the product documentation topic Workflow editor. Add workflow activities and create about 30 activities attached via various transitions. Check in and check out. Note the slow load times and the slowness of drawing transition lines.
Project Management PRB1110839	Unable to change project start date after creating a project	When creating a project (and project tasks), users are unable to change the project's 'Planned Start Date'. If a user attempts to do so, it reverts back to the date it showed originally when the project was created.	Navigate to Project > All > Create New. Create a Project Task. Do not manipulate any fields. Go back to the project form and attempt to change the Planned Start Date to an earlier date. 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	When a script uses the showFieldMsg method to render an error type message in the Service Portal view of the service catalog item, the error blocks the user from submitting the item request	This issue occurs when using showFieldMsg (of type 'Error', or 'Info' as well if the variable is set to mandatory) in a catalog item. During submission, the variables get reset to mandatory which prevents the items from getting submitted.	Refer to the listed KB article for details.
Import / Export PRB1317233 KB0721933	After upgrading from Jakarta to London, the Netcool Integration with JDBC and MID Server throws an error		Refer to the listed KB article for details.
Reporting PRB1303294	When users export a PDF with a two-level group by or trend with group by the secondary tables and display grid enabled, the display grid is displaying JSON object rather than plain strings		Create report, and trend by with group by and display grid enabled. Save. Export the PDF. Look at the display grid in the PDF export. JSON objects are serialized in the sub-tables column.
Persistence PRB1321123	Many corrupted images identified in Oracle	This issue affects images and attachment chunks larger than 4k.
Authentication PRB1322982	Timeout issues for some users on HI

All Other Fixes

To view a list of all other PRBs fixed in Madrid, refer to All other Madrid fixes.

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Madrid security and notable fixes

Madrid security and notable fixes

Security-related fixes

Important fixes in Madrid

Other notable Madrid fixes

All Other Fixes

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Madrid security and notable fixes

Madrid security and notable fixes

Security-related fixes

Important fixes in Madrid

Other notable Madrid fixes

All Other Fixes

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