Service Catalog: Service Portal Widgets

PRB1304513

KB0720638

Refer to the listed KB article for details.

Reporting

PRB1332175

Mobile (Classic)

PRB1347630

1. Change the following system property glide.sys.default.tz to the value 'Europe/London'.
2. Clear cache.
3. Assign an incident or wm_task to the system administrator, and set the timezone field value of the system admin sys_user record to 'System' or 'Europe/London'.
4. Log in to the ServiceNow Agent mobile app as the above system administrator, and access the above record.
5. Add a work note.

Notice that the timestamp registers as ''Europe/London' + 3 hours'. The ServiceNow Agent mobile app shows incorrect timestamps ('Europe/London' + 3hours) for activity streams when glide.sys.default.tz is set to 'Europe/London'. However, if you open the same record from desktop, the timestamp correctly shows as 'Europe/London', which is the user's current timezone in the instance.

Asynchronous Message Bus

PRB1349642

KB0754314

1. Open two windows with different users and start a chat.
2. Disconnect the internet for more than 30 seconds.
3. Reconnect the internet.
4. Try resuming the chat between the two users.

Notice that the second user does not get the message you attempt to send.

Core Platform

PRB1347534

Persistence

PRB1352973

Agent Intelligence

PRB1351912

Agent Intelligence

PRB1351919

1. Navigate to Predictive Intelligence > Word corpus.
2. Create a word vector corpus with the name 'wc'.
3. Navigate to Predictive Intelligence > Similarity > Solution definitions.
4. Open ml_sn_global_similar_incidents.
5. Select the 'wc' word corpus and submit the training.
6. When the training is in progress, navigate to Predictive Intelligence > Clustering > Solution definitions.
7. Create a solution definition by selecting the same 'wc' word corpus.
8. Submit the training.
9. Wait until both the similarity and clustering solution trainings are completed. Notice that the clustering solution's associated word corpus vector is empty.
10. Try the clustering solution prediction from the REST API explorer.

Notice that all the predictions fail with the 'Unable to predict' message.

Agent Intelligence

PRB1352193

1. Create a classification/similarity/clustering solution.
2. Right click and select copy solution.

Everything except the label should be copied, but it's not working as expected.

Agent Intelligence

PRB1353135

The similarity solution import from the update set is failing

1. Get a trained similarity solution. Export to .xml using the update set.
2. In another instance, import the solution in the update set.

When trying to import the similarity solution and running the preview, issues occur with word_vector.

Agent Intelligence

PRB1353565

KB0755722

Refer to the listed KB article for details.

Agent Intelligence

PRB1355485

Agent Workspace

PRB1352522

1. Log in to the workspace.
2. Click + to open two different interactions.
3. Save the first interaction, and open the assigned_to preview record.
4. Save the second interaction, and open the assigned_to preview record.
5. Open two more tabs.
6. Navigate to one of the interactions and make some change.
7. Navigate to another tab and click Close Other Tabs.
8. Click Close.

Expected behavior: Only one tab should be displayed.

Actual behavior: The workspace UI breaks and 'Loading...' is displayed on the page.

Agent Workspace

PRB1352958

Agent Workspace

PRB1354831

1. Log in to workspace.
2. Open any incident.
3. Open a subtab for the incident.
4. Make some changes to the subtab.
5. Click Close All Tabs from the menu option.

   A confirmation message should be displayed.

Expected behavior: All tabs should be closed.

Actual behavior: The tabs does not close.

Agent Workspace

PRB1356039

Agent Workspace

PRB1356993

App Client UI

PRB1352378

KB0755213

Refer to the listed KB article for details.

Application Portfolio Management (APM)

PRB1337630

Approvals

PRB1352880

1. Open Flow Designer.
2. Navigate to the Actions tab.
3. Click New > Create New Action.
4. Create a custom action which contains the sys_id of users that are going to be considered as approvers or the logic to dynamically generate the list of approvers.
5. Create a flow in Flow Designer and set the trigger to 'Service Catalog'.
6. Use the action created in Step 4.
7. Add the 'Ask for Approval' action.
8. Click the 'Ask for Approval' action, and try to set the list from Step 6 in 'Anyone Approves'.

Notice that the error 'List is not allowed here.' occurs, and you are not able to pass the list generated from an action as an input.

AWA: Routing and Assignment

PRB1351886

1. Activate and load the demo data for the Walk-up Experience plugin (com.snc.walkup).
2. Navigate to Advanced Work Assignment > Presence States.
3. Open the Available state.
4. Add a walk-up to the service channel and enable the active flag.
5. Create a sys_user with the sn_walkup.walkup_technician role.
6. Add this sys_user to one of the demo data assignment groups (either San Diego Tech Lounge or Santa Clara Tech Lounge).
7. Impersonate the walk-up user.
8. Navigate to Walk-up Experience > Walk-up Portal.
9. Select a location.
10. Click Check-in and fill out the form.
11. Impersonate the user with the walkup_technician role and open Agent Workspace.
12. Set the status to 'Available'.

    The work item for the interaction should appear in the inbox.

13. Accept the interaction.
14. Click the ellipses icon and click the Re-queue UI action.
15. In another window, navigate to the awa_work_item list.

    The work item for the interaction should have a state of 'Accepted'. After five minutes, the interaction state should be reset from 'On Hold' to 'New'.

Notice that a new work item for the interaction is not created and thus does not appear in the agent's inbox.

Change Management

PRB1351082

Change Management

PRB1354803

1. Create a field of the type 'List' on the table cmdb_ci.
2. Make sure that a CI has multiple users selected for this new field.
3. For the 'Assess Technical Approvals' decision, make sure for the answer, 'approval action' is 'add a user approval'.
4. For the user field, dot-walk from the selected CI on the change_request to this new field of the type 'List'.
5. Submit the change request with the CI with multiple users selected on the new field.

When the workflow gets to the change approval policy, only the first user of the field is picked up. However, all users in the field should be picked up for approvals.

Chat

PRB1351761

KB0755208

Refer to the listed KB article for details.

Chat

PRB1352519

1. Log in to the workspace.
2. Click + to open a new interaction and save it.

   The interaction record should be displayed.

3. Click + again and try to click any option in the drop-down list.

Expected behavior: A new tab should be opened.

Actual behavior: The option in the drop-down list is not clickable.

Cloud Insights

PRB1351123

Cloud Insights

PRB1352885

Cloud Management Application

PRB1342475

Cloud Management Application

PRB1351277

KB0753075

• When the Azure instance_id ends with '/', some costs are not assigned to the owner.
• When the locale is different from the system default, the cost and usage quantity fields are incorrectly filled.

Reproduce Issue 1

1. Create a schedule that pulls azure billing data.
2. Find some instance_ids that are ending "/".
3. Modify the query accordingly to validate the data.

Reproduce Issue 2

1. Change the system local to NL.nl.
2. Pull either AWS or azure billing data.
3. Compare the cost with the cost which was downloaded by the system locale.

Core Platform

PRB1355203

Customer Service Management

PRB1353491

Customer Service Management

PRB1355235

Delegated Development

PRB1351491

1. Open Studio.
2. Create a custom application.
3. Click File > Manage Developers.
4. Search for Abel Tuter and add as a developer.
5. Assign the 'Reporting' permission.
6. Log out and log back in as Abel Tuter.
7. Open the settings from the upper right corner.
8. Navigate to the Developer tab.

   Notice that the developer can access the Update Set Picker button and enable the update set picker. However, users should not be able to see the Update Set Picker options.

9. Navigate to sys_update_set.list.

   Notice that the developer can see the New button on the table and can click to add new update sets. However, users should not see the New button.

10. Navigate back to Studio and select the application.
11. Open the Manage Developers window.
12. Assign the All Metadata permission to the developer.
13. Log out and log back in as the developer.

Notice that the developer has access to read the records in sys_update_set. However, the developer should not be able to see any records in sys_update_set. The developer can also see the update sets in the update set picker, but the developer should not be able to set the update set picker or the update sets. Only a delegated developer with the Manage Update Set or Publish To Update Set permissions should have access to the update set table.

Dev At Scale

PRB1352913

Discovery

PRB1323727

Discovery

PRB1348746

KB0754866

Run discovery on any BGP router and see that 'SNMP - routing' is being triggered.

Discovery

PRB1351329

Discovery

PRB1351462

KB0755210

1. Set up a master-member hierarchy with AssumeRole relationship in AWS.
2. Set up a MID Server on an EC2 instance in the master account.

   Set up an IAM role with required policies in the master account.

3. Assign this new role from #3 as the IAM instance profile to the EC2 instance.
4. Discover the master-member hierarchy from the instance.
5. Attempt to discover resources within the member accounts.

Discovery

PRB1352772

KB0755222

Refer to the listed KB article for details.

Edge Encryption

PRB1336714

Edge Encryption

PRB1348990

Email

PRB1353216

1. Make sure that glide.notification.preference.ui.enabled is set to 'false'.
2. Create an ACL that prevents the visibility to a particular subset of the notifications.
3. Impersonate a non-admin user.
4. Navigate to the user profile and click the notification preferences.

Notice that the page does not load, and there are errors in the console log.

Event Management

PRB1350330

Event Management

PRB1352684

Event Management

PRB1352956

Event Management

PRB1353927

1. The dashboard and/or the alert panel are not loading until the timeout exception.
2. The next Event Management jobs might be stuck (running for a few hours):
   • Event Management - Impact for service groups
   • Event Management - Backfill Impact Tables
   • Event Management - Impact Calculator for BS

Event Management

PRB1354804

1. Create a service group.
2. Send an alert on one of the services.
3. Open the dashboard.

Notice that no alert is shown in the panel at the bottom.

Filters

PRB1345802

• When using multiple 'contains' conditions with an 'OR' condition, only the first condition is considered.
• When using an 'is' operator with an 'OR' condition and dot-walking, only the first condition is considered.

Same issues are observed from a list view with List v3 enabled.

Flow Designer

PRB1348088

1. Log in as the admin.
2. Change the domain TOP/ACME.
3. Navigate to Flow Designer.
4. Create a flow or add an action to any existing flow.
5. Click Action and search for 'Get Attachments on Record'.

Notice that the search does not bring any results, however the record is there.

Flow Designer

PRB1350707

1. Create and publish a subflow S2 that logs 'hello'.
2. Create and publish a subflow S1 that logs 'hello' and then calls S2.
3. Create and activate a flow F1 that calls S1.
4. Use the Test button to run F1.
5. Edit S1 so that it logs 'hello2'.
6. Edit S2 so that it logs 'hello2'.
7. Use the Test button to run F1.

Notice that the second report shows the log action of S2 as not run.

Flow Designer

PRB1351124

1. Create an action with the input structure: Object - String.
2. Publish the action.
3. Change the string input to choice, and then publish.

Notice that it still comes back as string.

Flow Designer

PRB1351200

Flow Designer

PRB1351742

1. Navigate to Flow Designer and create a flow.
2. Add the Incident Created trigger.
3. Add the Do the following until flow logic and click Done.
4. Add the Ask For Approval action to the DoUntil loop with the following settings:
   • Record: Trigger->Incident Record
   • Approve when Anyone approves: Trigger->Incident Record->Caller
5. Click the until link and configure:
   • Condition 1: [1.1->Approval State] is Approved (Notice that the drop-down list is available when the flow is created.)
6. Save and activate the flow.
7. After activating the flow, click the 'until [1.1->Approval State] is approved' link to expend the condition builder.

   Notice that the Approval drop-down list is not available anymore.

8. Insert the Incident record to trigger the flow.
9. In Flow Designer, click the Executions button on the Flow page, and open the execution view that is in the waiting state.

Notice that the page shows the 'Loading' message but never loads the page. The console shows the error 'Cannot read property 'value' of undefined'. After the user approves the Approval request, the flow completes successfully.

Flow Designer

PRB1352016

1. Create an action with any step, and define an action output, for example, 'Users' of the type Object.
2. Inside the 'Users' object, create an attribute 'Links' of the type Object.
3. Assign the 'Users' output to any of the steps output.
4. Publish the action.

Notice that an error occurs saying 'Action Output: invalid variable name or missing reference or missing default value'.

Flow Designer

PRB1352339

1. In Flow Designer, create an action in any scoped app.
2. Create an input with the type Dynamic Choice and with a name that has capital letters and spaces, for example, TEST NAME or Test Name.
3. Save and publish the action.

Notice that the label changes to small letters with underscore ('test_name').

Note: This is observed only when the input has the type as Dynamic Choice and is the first in the order.

Flow Designer

PRB1352598

Flow Designer

PRB1352609

1. Create a flow or subflow.
2. Add the Look Up Record action with the Incident table. You should be able to see all the columns inside the Incident table in the tree structure.
3. Activate/Publish the flow or subflow.

Notice that the tree structure disappears, and the table name (incident) is replaced with record.

Flow Designer

PRB1352611

Flow Designer

PRB1353416

When an array of objects is passed into an output variable of the type Array.Object, this Array.Object adds extra data to it.

1. Create a REST service which returns JSON like [{"name":"John","phone":"555"},{"name":"Peter","phone":"999"}].
2. Create an action with a REST step that consumes the above service.
3. After the REST step, add a script step to parse the responseBody to an output variable of the type Array.Object.
4. Add an action output variable of the type Array.Object and drop the script step's pill into it. Test the action.
5. Check the execution detail.

Flow Designer

PRB1354012

Flow Designer

PRB1354017

1. Open Flow Designer.
2. Select the Create Record action from the Salesforce spoke.
3. Add the action in the flow.

Notice that a warning message appears at the bottom right corner, which disappears after a minute. This happens to any action that has a dynamic input.

Flow Designer

PRB1356953

Forms and Fields

PRB1356061

1. Open an Incident record (or any other form with a choice field).
2. Right-click Contact Type and select Configure Choices.
3. Add a choice, for example, 'Has Space'.
4. Click Save.
5. View the choices on the form or the sys_choice entries.

Expected behavior: The choice value and label should have a space in them (e.g., 'Has Space').

Actual behavior: The choice value and label have a '%20' in place of the space (e.g., 'Has%20Space').

Graph API

PRB1354873

Currently in GraphQL, references to parent objects can be shared amongst more than one thread when multiple GraphQL queries using the $$parent$$ notation are sent in parallel. They share the same parent context when they should each have their own.

If one (usually large) request containing the outer parent object reference is made and another is kicked off while the first one is still running, the second one shares the same parent object reference as the first. This means that when the first one completes and it calls clearParent(), thread two's reference to this object is gone and an exception is thrown.

Human Resources Service Management

PRB1355447

Instance Data Replication feature

PRB1350801

Instance Data Replication feature

PRB1358403

IntegrationHub

PRB1350267

IntegrationHub

PRB1352558

Language and Translations

PRB1355770/PRB1356651

MetricBase

PRB1353252

MID Server

PRB1350083

MID Server

PRB1353544

1. Download the MID to Linux OS that has systemd (check for /etc/systemd).
2. Install the MID with sh agent/bin/mid.sh install.
3. Start the MID with sh agent/bin/mid.sh start (just sh start.sh also works).

   Notice that there should be a mid.service in /etc/systemd/system.

4. Upgrade the MID via:
   1. pinning the MID to another version and clicking Update MID in the related links.
   2. pointing the MID to another instance and restarting the MID.

Expected behavior: The MID should upgrade and start as normal.

Actual behavior: The MID does not start on its own after upgrading.

Mobile Backend (non-classic)

PRB1350648

Mobile Backend (non-classic)

PRB1351288

1. In Madrid, create a custom master detail screen which is hidden.
2. Upgrade the instance to New York.
3. Open Mobile Studio.
4. Find the master detail screen in the list of applets and open it.
5. Click Upgrade in the pop-up window.

Mobile Backend (non-classic)

PRB1351926

Mobile Backend (non-classic)

PRB1354292

Inconsistent order of items in the list screen with multiple interleaved item streams

1. Create a list screen with one segment and two item streams.
2. Configure the item streams with data items, for example, incidents and wm_task, and each of them is sorted by a certain field, for example, short description.
3. Configure each item stream to use the respective table and the interleaved field.
4. Configure the interleaved field to use the same field which was used in the data item for the sorting.
5. Open the list screen and observe the order of the two items which have the same value for the specified field.
6. Use the exact same configuration, but delete the sys_sg_item_stream_m2m_segment records and create new ones (i.e. create the same mapping but with different sys_ids).
7. Open the list screen again and observe the order of the two items mentioned above.

Expected behavior: The order of the items should be the same for a certain configuration (as long as the data have not changed). At least, changing the sys_sg_item_stream_m2m_segment records should make it possible for the user to determine a specific order.

Actual behavior: The order of the items might be reversed. For example, if the description in the two items is the same, such as 'Hello World', one being the description of an incident and the other being the description of a WOT, then sometimes the incident comes first and the WOT afterwards, and sometimes the order is reversed. No changes in configuration can be made for the order to be consistent.

Mobile Studio (non-classic)

PRB1350441

1. Open Studio.
2. Click Create applets.
3. Choose the Calendar applet, fill in the name, and click Create.
4. Click Submit.
5. Click the item stream segments tab, and click New.
6. Fill in the name and screen (name of the calendar), and click Submit.
7. Click Insert row and click the zoom icon.
8. Click New.

Expected behavior: There will be an option where the item stream opens or it automatically opens "item stream time p".

Actual behavior: There is no option to choose and it opens the item stream segment.

Mobile Studio (non-classic)

PRB1350770

Mobile Studio (non-classic)

PRB1351385

Mobile Studio (non-classic)

PRB1352003

Mobile Studio (non-classic)

PRB1354653

Mobile Studio (non-classic)

PRB1354654

Mobile Studio

PRB1356393

NLU Model Builder

PRB1352711

NotifyNow

PRB1354244

Patterns

PRB1343622

KB0754945

Prerequisite: Configure an AWS Master Service Account with more than 20 associated accounts on the cloud configuration UI. Select validated account and note that only service accounts are listed.

1. Navigate to the home page.
2. Add Master Account credentials.
3. Click Test Account.

Performance Analytics

PRB1352125

1. Open an existing spotlight group in the IE11 browser.
2. Click Copy to Breakdown Element or Copy to Domain.
3. Select the name preference as 'Use a new Spotlight group name'.
4. Check the New Name field.

Notice that the New Name field is not shown to the user.

Persistence

PRB1347889

Persistence

PRB1353231

Persistence

PRB1353827

Platform Runtime

PRB1355269

Predictive Intelligence

PRB1352985

Project Management

PRB1353935

The date calculation is incorrect around DST change dates

1. Create a project start date, for example, 1-Mar-2019.
2. Create the start on the project task.
3. Change the date to 5-Mar-2019.

Notice that the duration is incorrect as you tab out of the date field. Further changing the date also makes the end date incorrect.

Project Management

PRB1354739

Project Portfolio Management

PRB1355410

1. Create a Portfolio and Demand.
2. Add some cost plans and benefit plans to demand.
3. Create a top investment for Portfolio and add some funds.
4. Add demand as a child investment.
5. Allocate some funds from portfolio investment to demand investment.
6. Navigate to demand, and click Create project.

Expected behavior: Funds received by the demand investment should get copied to project investment which gets created in background.

Actual behavior: All cost plans and benefit plans are moved from demand to project, but funds received by the demand investment is not copied to the project investment which gets created in background.

Record Watcher

PRB1345224

1. Install the SAFe plugin.
2. Create PI and features and add features to PI.
3. Create some stories and populate the feature of them.
4. Navigate to the Big Room Planning page.
5. Open the backlog panel.
6. Suppose there are three stories under Feature 1 in the backlog panel, move the middle story to the board.

Expected behavior: The story is moved to the board and is no longer in the backlog.

Actual behavior: Before refreshing, the story is both shown in the backlog panel and the board.

Note: The above steps to reproduce is just one scenario where the issue is reproduced. The issue is not bound to the SAFe plugin or the SAFe Board.

Resource Management

PRB1355910

Schedules

PRB1355789

Security Access Control Lists

PRB1356040

Service Catalog: Service Portal Widgets

PRB1353010

1. On the incident form, add the 'Incident Variable Editor' UI macro on the form layout.
2. Navigate to the sc_cat_item_producer table.
3. Open the entry for 'Create Incident'.
4. Create a multi-row variable set on this.
5. Create a date variable on the variable set.
6. Change the system date preference to dd/MM/yyyy.
7. Navigate to Service Portal and open the 'Create Incident'.
8. Select the date as any future date or past date but not today's date.
9. Submit the record producer.
10. Come to the native UI and search for the incident.

Notice that the date variable is showing today's date.

Service Catalog: Service Portal Widgets

PRB1353936

1. Create a catalog item.
2. Create a variable set with the on-load client script inside it mentioning some text alert.
3. Open this item in Service Portal and verify that the alert is displayed once.
4. Reload the catalog item.

Expected behavior: The alert is displayed only once.

Actual behavior: The user needs to cancel the alert based on the number of times the page is refreshed.

Service Mapping

PRB1354290

Service Portal

PRB1349303

Service Portal

PRB1350037

Service Portal

PRB1350485

Service Portfolio Management

PRB1351475

1. Create a couple of outages on a service offering within a month.
2. Run the data collection job for SPM.
3. Open the service owner workspace.
4. Navigate to the service offering.
5. Open the report for the availability.
6. Filter the report by 'This year by month'.
7. Click the data points for one of the months.

Expected behavior: Any outages in that month should appear in the Outage tab.

Actual behavior: None of the outages are showing in the Outage tab.

SIAM & Vendor Management

PRB1352651

SIAM & Vendor Management

PRB1352810

1. Install the VMW plugin and the Vendor Performance plugin.
2. Log in with the Vendor Manager role.
3. Navigate to Vendors and click any vendor.

All the fields are read only for vendor managers once the Vendor Performance plugin is installed.

SIAM & Vendor Management

PRB1353384

Software Asset Management Professional

PRB1350790

Metric attributes are not generated on the software model when entitlements are moved from one software model to another

1. Create two software models:
   1. Model 1: Microsoft SQL Server 2009 Standard, and mention the next version as 'Microsoft SQL Server 2011 Enterprise', i.e. Model 2.
   2. Model 2: Microsoft SQL Server 2011 Enterprise Create an entitlement of type P + SA for Microsoft Per Core under Model 1.
2. Run the scheduled job: SAM - Create downgrades/upgrades for a software entitlement. Make sure that the entitlement starts showing under Model 2.

Notice that metric attributes are not added for Model 2.

Software Asset Management Professional

PRB1351128

Software Asset Management Professional

PRB1352902

Software Asset Management Professional

PRB1353085

Software Asset Management Professional

PRB1353791

Software Asset Management Professional

PRB1353853

Source Control Integration

PRB1353970

Upgrade Engine Issues

PRB1353652

Usage Analytics

PRB1352350

Usage Analytics

PRB1352539

VA-Designer

PRB1355182

VA-Designer

PRB1355569

VA-Slack Adapter

PRB1352299

When the instance is upgraded from London to New York, Slack is not responding properly in between the topic flow

1. Configure the Slack adapter on a London instance.
2. Type 'hi' and choose a topic. In between the topic flow, upgrade the instance from London to New York.
3. Continue the topic flow after the upgrade.

Notice that Slack is not responding properly. The message 'Darn – that didn't work. Feel free to give it another go.' displays.

Virtual Agent Platform

PRB1352934

Virtual Agent Platform

PRB1353985

Virtual Agent Platform

PRB1355142

Virtual Agent Platform

PRB1355615

Virtual Agent Platform

PRB1358644

Visual Task Boards

PRB1354282

Web Services

PRB1353971

1. Access an instance via the custom URL.
2. Open a case in Agent Workspace.
3. Click Agent Assist to show related knowledge articles.
4. Click the three dots icon and then click Attach.

Expected behavior: The article is attached to the case.

Actual behavior: Nothing happens.

Web Services

PRB1354008

Workflow

PRB1351107

Workflow

PRB1354687