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

    Madrid security and notable fixes

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    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.

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

    For a downloadable, sortable version of the fixed problems in this release, click here.

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

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

    Activity Stream

    PRB1103343

    KB0634440

    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.
    1. In UI16, navigate to Incident > Open.

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

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

      The journal fields do not display.

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

    UI Action

    PRB1177696

    KB0657391

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

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

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

    The relationship record is not displayed.

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

    MID Server

    PRB1287729

    KB0688954

    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.
    1. Create a report of any type in the new Report Designer.
    2. Set the table to task.
    3. Add a new filter with the change task > close code.
    4. Save the report.
    5. Refresh the page.
    6. Expand the filter.
    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
    1. Log in to your instance with an account that has one of the following roles and not admin:
      • template_scheduler
      • template_editor_group
      • template_editor_global
      • template_editor
    2. Navigate to System Definition > Templates.
    3. Click New.
    4. Fill in the fields and configure table field to [incident].

    All the fields on the form are not available.

    Templates

    PRB1175777

    KB0692580

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

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

    Core Platform

    PRB1193055

    KB0720516

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

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

    Usage Analytics

    PRB1266341

    KB0712012

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

      Observe the content is opened within the same Activity.

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

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

    Persistence

    PRB632458

    KB0639117

    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.
    1. Create a table called testtable1.

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

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

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

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

    The values display as sys_ids in list view.

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

    Expected behavior: Window expands to show email details.

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

    Activity Stream

    PRB1262450

    KB0684027

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

      You might have to send an email to create one.

    4. Click Reply.

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

    Activity Stream

    PRB678085

    KB0691982

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

      The activity log will get updated.

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

    The previous value is in the field.

    Activity Stream

    PRB709876

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

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

    Asset Management

    PRB1296537

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

    On a few instances, the memory usage was high.

    Authentication

    PRB801361

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

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

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

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

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

    Chat

    PRB1277561

    KB0692074

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

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

    Chat

    PRB707295

    KB0623833

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

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

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

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

    7. Add the column Assignment group.

    This field is not populated.

    Condition Builder

    PRB1160513

    KB0657428

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

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

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

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

    Condition Builder

    PRB663226

    KB0598784

    No records are displayed in lists or reports when the filter contains multiple Keywords operands
    1. Access incident_list.do.
    2. Perform the search: Keywords are software.

      Approximately 12 records are returned.

    3. Perform the search: Keywords are hardware.

      Approximately 14 records are returned.

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

      No records are returned.

    5. Group the empty result by the number field.

    No records are displayed, but there are 26 matches.

    Configuration Management Database (CMDB)

    PRB1102415

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

      Note that there are six records on location table.

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

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

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

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

    Core Platform

    PRB1292566

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

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

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

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

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

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

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

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

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

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

    Dashboards and Home Pages

    PRB1261599

    KB0688483

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

    Note that the Tag column is missing.

    Dependency Views (BSM Map)

    PRB1247008

    KB0682464

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

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

    Discovery

    PRB1298290

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

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

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

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

    Email

    PRB1268451

    KB0696699

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

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

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

    Forms and Fields

    PRB1153520

    KB0656058

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

      Note that the lookup icon to select works correctly.

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

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

    Forms and Fields

    PRB1177791

    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.
    1. Open up any Incident record.
    2. Clear the Short description.
    3. 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.
    1. Go to a Knowledge Article record.
    2. Configure Form.
    3. 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.
    1. Navigate to System Definition > Tables and go to the sysapproval_approver table.
    2. Open any record.
    3. Hover over the info icon on the Approving field.

    Forms and Fields

    PRB1257304

    KB0686720

    In IE11, read-only choice lists contain a selectable downward arrow
    1. Open an incident form in Internet Explorer 11.
    2. Make one of the choice fields read only, for example, the Impact field.
    3. Run g_form.setReadOnly('impact','true'); on your browser console on incident.do.

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

    Forms and Fields

    PRB1257505

    KB0691984

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

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

    Forms and Fields

    PRB1273396

    KB0689068

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

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

    Forms and Fields

    PRB1279803

    KB0696126

    Scripted UI policies no longer work on Service Portal or mobile in London if 'Isolate Script' is true or for scoped apps
    1. Create a scripted UI policy for any table. Ensure it will run on mobile or Service Portal.
    2. Open the form for that table in Service Portal.

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

    Forms and Fields

    PRB1297393

    KB0714671

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

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

    Forms and Fields

    PRB1303681

    KB0717241

    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.

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

      You can only see users under the specified company.

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

      You can see all the users.

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

      You can see all the users.

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

    You can only see users under the specified company.

    Forms and Fields

    PRB659218

    KB0696741

    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
    1. Using the Edge browser on Windows 10, navigate to /kn_knowledge.do
    2. Copy any text from OneNote (any MS Office product will produce the same result).
    3. Paste the copied text into the TinyMCE 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.
    1. Navigate to a list or form that has a date field on it. Invoke the Date Picker to see what it looks like.
    2. Change the setting of the glide.ui.list_edit.show_calendar_only to the opposite setting.
    3. Clear the cache by going to /cache.do, and then log out and log in again.
    4. Go back to the list/form and check the date picker on the same field.

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

    Lists

    PRB1242304

    KB0692584

    On touchscreen laptops, double scrollbar appear on the form In Windows 10 touchscreen laptops on Chrome, a double vertical scrollbar appears on forms.
    1. On a Windows 10 touchscreen laptop, use the Chrome browser to navigate to any list, for example, navigate to Incident > All .
    2. Open any record.

    Note that the screen shows double vertical scrollbars.

    Lists

    PRB1250340

    KB0692583

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

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

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

    MID Server

    PRB1306950

    KB0714149

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

    On-call Scheduling

    PRB1291076

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

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

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

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

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

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

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

      The record is broken and no label is shown.

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

    Persistence

    PRB1273339

    KB0714213

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

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

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

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

    4. Upgrade to London.

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

    5. Try to insert the record in pm_project.

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

    Reporting

    PRB1280460

    KB0693893

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

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

    Reporting

    PRB1286468

    KB0713025

    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 now_GR.get() on a sys_id that does not exist will return false. However, if you do a subsequent now_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:
    1. Navigate to sys_db_object, and select the Incident record.
    2. In the Columns embedded list, click New.

    The form reloads and an error is thrown.

    Service Catalog: Service Portal Widgets

    PRB1289581

    KB0694553

    Catalog item count in SC Category page is not accurate when user criteria is used
    1. Add 12 catalog items under a category.
    2. In one of the items, add a user criteria for it to be shown only to admin users.
    3. 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.
    4. Impersonate a non-admin user.
    5. Navigate to the category (/sc_category page).
    6. 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
    1. Navigate to a catalog item on platform (such as Apple iPhone 5).
    2. Create a Label type variable with order 100.
    3. Create two Checkbox variables with order 101 and 102.
    4. Navigate to the catalog item on Service Portal.

    The newly created label is not displayed for checkbox variables.

    Service Catalog

    PRB1252663

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

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

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

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

    Service Catalog

    PRB1303772

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

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

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

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

    Service Portal

    PRB1290254

    KB0693248

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

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

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

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

    Service Portfolio Management

    PRB1305017

    KB0714453

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

      An exact match is returned.

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

      Notice that the exact search does not work anymore.

    6. Search for the incident created in step 5.

    Notice that an exact match is returned.

    Tables and Dictionary

    PRB1296576

    KB0694107

    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.

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

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

    Templates

    PRB705120

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

    Update Sets

    PRB1314701

    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.
    1. Export any sys_dictionary record, such as task.short_description.
    2. 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.
    1. Open the workflow editor and create a new workflow.

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

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

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

    Project Management

    PRB1110839

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

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

    Forms and Fields

    PRB1316836

    KB0720733

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

    JSON objects are serialized in the sub-tables column.

    Persistence

    PRB1321123

    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

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      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.

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

      For a downloadable, sortable version of the fixed problems in this release, click here.

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

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

      Activity Stream

      PRB1103343

      KB0634440

      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.
      1. In UI16, navigate to Incident > Open.

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

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

        The journal fields do not display.

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

      UI Action

      PRB1177696

      KB0657391

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

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

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

      The relationship record is not displayed.

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

      MID Server

      PRB1287729

      KB0688954

      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.
      1. Create a report of any type in the new Report Designer.
      2. Set the table to task.
      3. Add a new filter with the change task > close code.
      4. Save the report.
      5. Refresh the page.
      6. Expand the filter.
      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
      1. Log in to your instance with an account that has one of the following roles and not admin:
        • template_scheduler
        • template_editor_group
        • template_editor_global
        • template_editor
      2. Navigate to System Definition > Templates.
      3. Click New.
      4. Fill in the fields and configure table field to [incident].

      All the fields on the form are not available.

      Templates

      PRB1175777

      KB0692580

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

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

      Core Platform

      PRB1193055

      KB0720516

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

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

      Usage Analytics

      PRB1266341

      KB0712012

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

        Observe the content is opened within the same Activity.

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

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

      Persistence

      PRB632458

      KB0639117

      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.
      1. Create a table called testtable1.

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

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

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

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

      The values display as sys_ids in list view.

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

      Expected behavior: Window expands to show email details.

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

      Activity Stream

      PRB1262450

      KB0684027

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

        You might have to send an email to create one.

      4. Click Reply.

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

      Activity Stream

      PRB678085

      KB0691982

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

        The activity log will get updated.

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

      The previous value is in the field.

      Activity Stream

      PRB709876

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

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

      Asset Management

      PRB1296537

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

      On a few instances, the memory usage was high.

      Authentication

      PRB801361

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

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

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

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

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

      Chat

      PRB1277561

      KB0692074

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

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

      Chat

      PRB707295

      KB0623833

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

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

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

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

      7. Add the column Assignment group.

      This field is not populated.

      Condition Builder

      PRB1160513

      KB0657428

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

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

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

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

      Condition Builder

      PRB663226

      KB0598784

      No records are displayed in lists or reports when the filter contains multiple Keywords operands
      1. Access incident_list.do.
      2. Perform the search: Keywords are software.

        Approximately 12 records are returned.

      3. Perform the search: Keywords are hardware.

        Approximately 14 records are returned.

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

        No records are returned.

      5. Group the empty result by the number field.

      No records are displayed, but there are 26 matches.

      Configuration Management Database (CMDB)

      PRB1102415

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

        Note that there are six records on location table.

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

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

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

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

      Core Platform

      PRB1292566

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

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

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

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

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

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

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

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

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

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

      Dashboards and Home Pages

      PRB1261599

      KB0688483

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

      Note that the Tag column is missing.

      Dependency Views (BSM Map)

      PRB1247008

      KB0682464

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

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

      Discovery

      PRB1298290

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

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

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

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

      Email

      PRB1268451

      KB0696699

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

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

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

      Forms and Fields

      PRB1153520

      KB0656058

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

        Note that the lookup icon to select works correctly.

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

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

      Forms and Fields

      PRB1177791

      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.
      1. Open up any Incident record.
      2. Clear the Short description.
      3. 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.
      1. Go to a Knowledge Article record.
      2. Configure Form.
      3. 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.
      1. Navigate to System Definition > Tables and go to the sysapproval_approver table.
      2. Open any record.
      3. Hover over the info icon on the Approving field.

      Forms and Fields

      PRB1257304

      KB0686720

      In IE11, read-only choice lists contain a selectable downward arrow
      1. Open an incident form in Internet Explorer 11.
      2. Make one of the choice fields read only, for example, the Impact field.
      3. Run g_form.setReadOnly('impact','true'); on your browser console on incident.do.

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

      Forms and Fields

      PRB1257505

      KB0691984

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

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

      Forms and Fields

      PRB1273396

      KB0689068

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

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

      Forms and Fields

      PRB1279803

      KB0696126

      Scripted UI policies no longer work on Service Portal or mobile in London if 'Isolate Script' is true or for scoped apps
      1. Create a scripted UI policy for any table. Ensure it will run on mobile or Service Portal.
      2. Open the form for that table in Service Portal.

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

      Forms and Fields

      PRB1297393

      KB0714671

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

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

      Forms and Fields

      PRB1303681

      KB0717241

      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.

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

        You can only see users under the specified company.

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

        You can see all the users.

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

        You can see all the users.

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

      You can only see users under the specified company.

      Forms and Fields

      PRB659218

      KB0696741

      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
      1. Using the Edge browser on Windows 10, navigate to /kn_knowledge.do
      2. Copy any text from OneNote (any MS Office product will produce the same result).
      3. Paste the copied text into the TinyMCE 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.
      1. Navigate to a list or form that has a date field on it. Invoke the Date Picker to see what it looks like.
      2. Change the setting of the glide.ui.list_edit.show_calendar_only to the opposite setting.
      3. Clear the cache by going to /cache.do, and then log out and log in again.
      4. Go back to the list/form and check the date picker on the same field.

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

      Lists

      PRB1242304

      KB0692584

      On touchscreen laptops, double scrollbar appear on the form In Windows 10 touchscreen laptops on Chrome, a double vertical scrollbar appears on forms.
      1. On a Windows 10 touchscreen laptop, use the Chrome browser to navigate to any list, for example, navigate to Incident > All .
      2. Open any record.

      Note that the screen shows double vertical scrollbars.

      Lists

      PRB1250340

      KB0692583

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

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

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

      MID Server

      PRB1306950

      KB0714149

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

      On-call Scheduling

      PRB1291076

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

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

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

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

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

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

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

        The record is broken and no label is shown.

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

      Persistence

      PRB1273339

      KB0714213

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

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

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

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

      4. Upgrade to London.

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

      5. Try to insert the record in pm_project.

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

      Reporting

      PRB1280460

      KB0693893

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

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

      Reporting

      PRB1286468

      KB0713025

      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 now_GR.get() on a sys_id that does not exist will return false. However, if you do a subsequent now_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:
      1. Navigate to sys_db_object, and select the Incident record.
      2. In the Columns embedded list, click New.

      The form reloads and an error is thrown.

      Service Catalog: Service Portal Widgets

      PRB1289581

      KB0694553

      Catalog item count in SC Category page is not accurate when user criteria is used
      1. Add 12 catalog items under a category.
      2. In one of the items, add a user criteria for it to be shown only to admin users.
      3. 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.
      4. Impersonate a non-admin user.
      5. Navigate to the category (/sc_category page).
      6. 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
      1. Navigate to a catalog item on platform (such as Apple iPhone 5).
      2. Create a Label type variable with order 100.
      3. Create two Checkbox variables with order 101 and 102.
      4. Navigate to the catalog item on Service Portal.

      The newly created label is not displayed for checkbox variables.

      Service Catalog

      PRB1252663

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

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

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

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

      Service Catalog

      PRB1303772

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

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

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

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

      Service Portal

      PRB1290254

      KB0693248

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

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

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

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

      Service Portfolio Management

      PRB1305017

      KB0714453

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

        An exact match is returned.

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

        Notice that the exact search does not work anymore.

      6. Search for the incident created in step 5.

      Notice that an exact match is returned.

      Tables and Dictionary

      PRB1296576

      KB0694107

      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.

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

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

      Templates

      PRB705120

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

      Update Sets

      PRB1314701

      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.
      1. Export any sys_dictionary record, such as task.short_description.
      2. 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.
      1. Open the workflow editor and create a new workflow.

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

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

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

      Project Management

      PRB1110839

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

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

      Forms and Fields

      PRB1316836

      KB0720733

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

      JSON objects are serialized in the sub-tables column.

      Persistence

      PRB1321123

      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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