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New York Patch 4

The New York Patch 4 release contains important problem fixes.

New York Patch 4 was released on December 6, 2019.: Build date: 11-28-2019_1046; Build tag: glide-newyork-06-26-2019__patch4-11-21-2019

Important: For more information about how to upgrade an instance, see Upgrade to New York.

For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable, sortable version of New York fixed problems, see KB0748891.

Note: This version is approved for FedRAMP. The following products are not approved for FedRAMP in New York: Benchmarks, Document Viewer, Instance Data Replication, and ServiceNow mobile.

Overview

New York Patch 4 includes 97 PRBs fixed in various problem categories. The chart below shows the top 10 problem categories.

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

Security-related fixes

New York Patch 4 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 New York Patch 4, refer to KB0787370.

Notable fixes

The following problems and their fixes are ordered by potential impact to customers, starting with the most significant fixes.


Problem	Short description	Description	Steps to reproduce
Email PRB1368300 KB0782320	Inbound email triggers fail to execute on upgraded systems when the Email Filters plugin is not activated	Flow Designer flows created with the inbound email trigger type can fail to execute on upgraded systems that do not have the com.glide.email_filter plugin activated. The flow will fail with the log message 'Exception occurred while evaluating flow triggers null'.	Refer to the listed KB article for details.
Outbound Messaging PRB1349396	When the size bytes on the sys_ attachment record are less than the actual size, the default thread gets stuck on the Direct RESTRequest Dispatcher.doPost method
Event Management PRB1368029	The cache of the event rules and the alert management rules is not being updated from time to time	Users can modify the event rule filter, but it will not apply to new events. The same behavior may occur to alert management rules.
Reporting PRB1351027	The list report is not shown on workspace if users select 'External Import' as the source type or select the imported table with the source type 'Table'		Navigate to Reports > Create New. Select 'External Import' as the source type and import an Excel spreadsheet as a table. Select the report type as 'List' and save the report. Add the report to workspace. Notice that you will get a message 'Your workspace does not support this visualization.' In the report, change the source type to 'Table' and select the imported table. Save the report. Refresh workspace. Notice that you will see a blank list with a link 'Show all' on it. If you click the link, it also shows an empty list.

All other fixes


Problem	Short description	Description	Steps to reproduce
Advanced Work Assignment PRB1363093	The service channel condition for the type 'chat' is not included in the utilization capacity calculation	The capacity for agents is incorrect. This is caused by interactions with a different type being included in the capacity calculation.	Install AWA with demo data, and install Customer Service Management to get the phone type. Create three interaction records where the type is 'phone' and assign them to an agent for the chat service channel. As the agent, navigate to /workspace and set yourself as available. This triggers the capacity calculation. Navigate to awa_agent_capacity_list.do. Configure the list to show the capacity in the Use field. Check the capacity in use for your agent. Expected behavior: Since the interactions created do not have the type 'chat', the capacity should be 0. Actual behavior: The service channel condition of the type 'chat' are not applied to the utilization condition for the capacity calculation.
Advanced Work Assignment PRB1371450	Agents are assigned items in excess of their capacity	Under heavy load, Advanced Work Assignment may assign more than one work item to an agent, even if the additional work item(s) would exceed the agent's maximum capacity.
Advanced Work Assignment PRB1373589	Chats are not assigned	Although agents are available, the chats are not offered to the available agents.
Advanced Work Assignment PRB1373590	Disable Advanced Work Assignment execution on non-active nodes	Under high load, Advanced Work Assignment can enter a state in which all nodes stop routing or assigning work to agents. Agents suddenly stop receiving work items, usually after a large influx of chats.
Advanced Work Assignment PRB1373602	When a single execution of routing or assignment takes over one minute to complete, Advanced Work Assignment can enter a state in which multiple work items are created for one document, or agents are assigned in excess of their capacity
Agent Workspace PRB1359097	The advanced view throws an error in the console when filtering out large text	The advanced view throws the following error in the console when filtering out large text: 'net::ERR_ CONNECTION_RESET'.	Personalize the list to add the description to the incident list. Open any incident and paste large text to the description. Filter out on the description. Verify that pills are added to the filter panel accordingly. Click to show the advanced view. Notice that the advanced view crashes with the error 'net::ERR_CONNECTION_RESET' in the console.
App Client UI PRB1371115	Issue with the Activate option for the Customer Service Portal plugin
Application Installation Engine PRB1371466 KB0786455	TPP table extensions in the scope with custom fields in the same scope cause storage _alias mapping issue upon deployment	When extending a TPP table within a scope and also creating a custom field within the same scope on the TPP parent, the resulting application will deploy incorrectly causing the scoped table extension to be mapped differently than the table it inherited the field from and other extended tables outside the scope. The result is that from the parent table's list, values in the specific class will be empty but will be visible when viewing the extension specific list. The application on the source instance will be correct.	Refer to the listed KB article for details.
Asset Management PRB1310008	The model category on cmdb_model is defaulting to 'Bundle' and the original category it is discovering
Automated Test Framework PRB1353091	In the Record Query step, the condition builder does not allow users to drop a GEM pill for a short_table_name field into a table_name field
Automated Test Framework PRB1355858	The generic message 'This element is blacklisted' is displayed when inspecting a blacklisted element
Change Management PRB1371883	The conflict detection on the change request fails to save if the Service Mapping plugin is installed		Enable the Service Mapping plugin. Set the property 'change.refresh_impacted. include_affected_cis' to false. Create a change request and attach affected CIs to it. Run the conflict detection. Notice that the Conflict status and Conflict last run fields are populated correctly. Refresh the page. Notice that the Conflict status and Conflict last run fields are reset back to the values before running the conflict detection.
Change Management PRB1372247	The processing of 'discovery.canceled' events is slow due to missing column referenced in the associated 'Discovery State task_ci canceled' script action	The issues of long-running 'events process' job and backlog of events are seen due to the 'discovery. complete' event taking a long time to process and blocking the queue.
Clone Issues PRB1368994	The option 'Others' in the reason selection box is not working correctly when a clone is canceled or rolled back	This issue is observed in New York. When the clone is being canceled or rolled back, users have to select the reasons for the request. There is an option 'Others' in the reason selection box. Selecting the option 'Others' should entitle users to provide their own reasons for the action. However, the text box is not showing up when users select the option 'Others', and as a result, they are not able to input their own reasons.
Cloud Management Application PRB1352289	AWS Virtual Server CI mismatches when there are nested service accounts
Cloud Management Application PRB1363669 KB0780000	Azure provisioning requests/discovery can fail if the response received via CAPI for 'Location' includes white space or uppercase	The issue is normally seen when an ARM template is used that contains a white space/uppercase character in the value for the location, for example, 'Southeast Asia' instead of 'southeastasia'. In few cases, the issue is seen even when the ARM template has correct values for the location but the cloud API response has the white space in its value for the location.	Create an ARM template (cloud template) for a virtual machine with a white space in the value for the location, for example, 'Southeast Asia'. Provision a cloud stack using this ARM template. Once the provisioning is complete, navigate to the list view of cmdb_ci_azure _datacenter. Notice that the object_id for datacenter 'southeastasia' is updated as 'Southeast Asia'. Provision a new stack on Azure using a cloud catalog created using a simple blueprint. Notice that a new datacenter record is inserted with a value for object_id populated (southeastasia) and all other fields are empty. All subsequent provisioning requests/ discovery will fail with identification engine related errors.
Configuration Management Database (CMDB) PRB1352782	The relationship formatter filters relationships incorrectly	The relationship formatter filters out relations to parents when the actual filter rule only applies to their children.
Configuration Management Database (CMDB) PRB1364026	Increase the value of the max query result property to 500k	The value of the following system property has been increased to 500K: glide.identification_engine.local _cache_maximum_ query_result_rows.
Customer Service Management PRB1362167	Quotes in the description of the 'What can we help you with?' record producer are causing JSON issues and breaking the Virtual Agent conversations		Activate Glide Virtual Agent, Consumer Service Portal plugins. Navigate to 'sc_cat_item_producer.list'. Look for Name = "What can we help you with?". Open the record producer and click Try. Enter the following mandatory details: First Name = test Email = [a valid email address] Briefly Describe your issue? = test Submit the record producer and navigate to 'sys_cs_conversation.list'. Check the recently opened 'sys_cs_message' record with the title starting with '_live_agent_support_'. You will have conversation messages in the 'Conversation messages' related list (around 10 records). Navigate back to Step 4. Enter the description with quotes as below: First Name = test Email = [the same valid email address] Briefly Describe your issue? = test "test" Submit the record producer and navigate to 'sys_cs_conversation.list'. Check the recently opened 'sys_cs_message' record with the title starting with '_live_agent _support_'. Expected behavior: Conversation messages should be created as in Step 7 with no JSON exceptions. Actual behavior: No conversation messages appear in the 'Conversation messages' related list (zero records). And JSON exceptions are also shown.
Customer Service Management PRB1365047	The 'Affected Install Base Items' related list is not refreshed when clicking the 'Refresh Affected Install Base Items' UI action on the alert form
Customer Service Management PRB1366096	The content pack of the 'Customer Service Executive - Advanced' dashboard is not available in the Solution Library
Discovery PRB1343838	This PRB fix addresses a New York Patch 3 issue where Cloud Discovery would fail when the Discovery plugin is not activated
Discovery PRB1364492	After clicking 'Discover now' on any discovery schedule, the page keeps loading and the discovery does not start		Navigate to Service Account and create a service account. Click Discover Datacenters. Click Create discover schedule. Follow the steps to create the discovery schedule. Click Finish. Navigate to the discovery_schedule page. Navigate to the schedule you just created. Click Discover now. Notice that the discovery does not start and the pop-up window keeps loading. In the console, the following error appears: 'Script: DiscoveryAjax not found in scope: global, and HTTP Processor class not found: com.glide. processors.xmlhttp.DiscoveryAjax: no thrown error'. Note: Only Cloud Management Core and Cloud Management are activated here.
Discovery PRB1365469 KB0780957	Errors occur for Horizontal DiscoveryResult Handler.update DeviceHistory() when the CI does not have the name and the ip_address populated		Refer to the listed KB article for details.
Discovery PRB1366194	Patterns SSH sudo command using CyberArk with no credential ID fails	For the SSH credential saved on CyberArk, if users do not use the credential ID for the credential defined on the instance, when using patterns: Any non-sudo command step works fine. It falls back to the target IP address and the result is returned. Any sudo command step fails.
Discovery PRB1367623 KB0782858	The Windows OS - Desktops pattern sensor fails with the error 'Cannot deserialize object'		Refer to the listed KB article for details.
Email PRB1364081	Only the first record added to the client template is used and other choices fail in 'Email Client From Address'	There is an issue when setting the Sender configuration and using a list for 'Email Client From Address' in an email client template. When users open the client email and select a From address from the choice list, the choice is not used when the email is sent. The email comes from the first choice in the list, regardless of which address is selected.	In Madrid, create an email client template. Click the Sender Configuration tab. Change 'From Generation Type' to 'Select from List'. Add some new email client From addresses and submit. Navigate to a table and generate a client email. Select an email client from address from the list (not the first choice in the list). Send the email. Notice that the email comes from the first choice in the list and not the choice selected when creating the email.
Event Management PRB1351997	Event rules are disabled if values in the additional information are not properly formatted	Event rules are disabled with the following error: 'Warning: Rule was disabled. Event rule processing failed due to a regex failure in Transform and Compose section. Exception message: java.lang.Integer cannot be cast to java.lang.String.' The fix only catches the case where the event rules are disabled and does not disturb other cases. And the exception is added to the log.
Event Management PRB1369589 KB0782998	The cleanup job for the table 'em_alert_history' does not remove records correctly		In a New York instance, install the Event Management plugin. Navigate to Event Management > Dashboard.
Event Management PRB1371901	In New York, Event Management users who are running with the Statement replication mode will have corruption in the replicated data of ITOM Event Management	This issue only happens in the case of a failover when the instance works with a backup database. During the failover, the impact of alerts on services is calculated incorrectly. The alert panel on the Event Management dashboard shows duplicate records, and the em_alert_history table is not cleaned up.
Field Service Management PRB1355267	The $agent Schedule.do pop-up dialog does not have the X button to close the dialog		Install the Field Service Management plugin (com.snc.work_management). Navigate to $agentSchedule.do. Double click any section to create an event. Notice that the pop-up window has the X button at the top. Install the Project Portfolio Suite with Financials plugin (com.snc.project _management_v3). Follow Step 2 and Step 3 again. Notice that this time, the pop-up window does not have the X button.
Field Service Management PRB1357311	Team calendar is not displaying users after upgrading to Madrid
Flow Designer PRB1367929	Approval records generated from the flow do not reference the 'Group Approval' record	Approval records created from the 'Ask for Approval' action in Flow Designer, which are created as part of a 'Group Approval', do not reference the 'Group Approval' record. Instead, they are referencing the actual group's sys_id.
Flow Designer PRB1372144	The flow is not getting saved with a string pill		Launch Flow Designer. Create an action with Array.String with a string input. Create a flow with the action created in Step 2. Expand Array.String, and then drag and drop a string as input. Click Save to save the flow. Expected behavior: The flow should be saved successfully. Actual behavior: The flow is not saved, and the following error message appears: 'Invalid values passed to the API, details: java.lang.IllegalStateException: Expected a string but was BEGIN_ARRAY at line 1 column 21348'.
Flow Designer PRB1372386	The dynamic choice value is passed as the dynamic template value
Flow Designer PRB1372514	Action outputs do not persist on the test action		Create a flow with a trigger. Add any action that has outputs. Test the flow and run the test. Notice that the outputs for the action are gone.
Google Maps PRB1363141	Unable to recognize the Google Maps API key provided in google.maps.key and maps do not work with just the API key	When users use the Google Maps API key in the Google Maps properties (google.maps.key) without any client ID populated, the maps load with watermarks and a pop-up saying 'This page can't load Google Maps correctly.'	Make sure a Google Maps API key is provisioned. Log in to an instance in Madrid or prior to that. Navigate to System Properties > Google Maps. Add the Google Maps API key obtained earlier to the field 'Map key from Google, tied to the URL of the server.' Save. Navigate to Organization > Location Map. Notice that watermarks can be seen on the maps.
Human Resources Service Management PRB1357238	The business rule 'Set Import Set Asynchronous' is slow due to the non-indexed sort in the setImport SetRow function to retrieve the next row number
Human Resources Service Management PRB1370964	Update HR Workspace plugin settings
Knowledge Management PRB1363136	The 2 MB Tomcat limitation causes issues for HTML fields	The Tomcat server is configured with a content limit of 2 MB for post requests. Each post request sent after clicking Save or any UI action on the form consists of the original value and the modified value of all fields. For articles that are about 1 MB, this can lead to the creation of the articles on which no action can be performed. For articles that are about 2 MB, the creation of the articles will fail.
Knowledge Management PRB1363490	Knowledge search results are not returned correctly until refreshed
Lists PRB1343085	When using 'Group by' in the list view, the 'Show just this group' link is not applying the tiny URL when clicked	In the list view with a filter that is using 'is one of' which contains 1,000 entries, it uses the tiny URL which will show sysparm_tiny in the URL. When the group by is applied to a column, the go to one of the group by name links which filter on that group specifically will cause the screen to go white. This is because the full query is put into the URL instead of the tiny URL, which reaches the browser limit causing the screen to go white.
Mobile (Classic) PRB1374384	Catalog items are not displayed in the Classic mobile app when the currency code of the user is a non-standard code	Catalog items are not displayed in the Classic mobile app when the currency code of the user is a non-standard code. The issue also sometimes occurs when the system locale is set to 'de.DE' using the system property 'glide.system.locale'.
Mobile Platform PRB1366305	The dependency between reference fields does not work if the reference fields are not named the same	When defining the dependency of a reference field, if the field that defines the relationship is not named the same on the dependent record, the dependency does not work on action forms.
Mobile Platform PRB1373981	Performance issue with the initial load of the New York applet launcher
Mobile Studio (non-classic) PRB1361630	An error message appears when adding the activity stream and the related list in a form applet		In a New York instance, navigate to Studio. Create a data item. Create a form type applet. Attach the data item to the form applet. Click Save. Navigate to the Body tab. Click Modify Segments. Add the activity stream. Notice that the following error message appears: 'JSONObject["sys_id"] not found. Check logs for error trace or enable glide.rest.debug property to verify REST request processing'.
Mobile Studio (non-classic) PRB1366620	Mobile Studio opens the same grouped list applet as two separate tabs	Mobile Studio opens the same grouped list applet as two separate tabs. One is a 'sys_sg_list_screen' tab and the other one is an 'Applet' tab.
Mobile Studio (non-classic) PRB1368726	Ordering issue with the applet body fields when the related list is deleted		Navigate to Studio open application. Open the applet My Tasks. Navigate to Form Screen > Body > Details. Arrange the order of the fields and save. Navigate to Form Screen > Body > Related Lists. Delete any of the related lists and save. Navigate back to the Details tab. Notice that the order changed in Step 4 is now reverted back to the base instance version.
Mobile Studio (non-classic) PRB1369427	Unable to select the data item
NotifyNow PRB1372362	The 'beepOn Enter' flag is not working		Log in as the admin. Install the Notify and Twilio Direct plugin. Set up Twilio. Update the 'beepOnEnter' flag with 'false' on the join conference activity. Create a conference on the incident form. Validate when a new user joins the call, no sound is played. Notice that the 'beepOnEnter' flag is not honored during the conference.
On-call Scheduling PRB1351565	The On Call Groups drop-down list loads only 20 records		Create more than 20 groups with active shifts. Create a major incident and navigate to the workbench. Navigate to the On Call Groups section of the Groups card in the Summary page. Click the drop-down list and verify if all the active groups are shown. Notice that the drop-down list loads only 20 records.
On-call Scheduling PRB1357719	On-Call APIs, which are affected by platform changes on the GlideDate .getDisplayValue Internal() API, need to be updated accordingly	On-Call APIs, which have consumed the GlideDate.getDisplay ValueInternal() function, need to be updated accordingly due to the changes made to the GlideDate API.
Patterns PRB1341715	If the discovery is executed on the Juniper network switch with a large amount of data, the pattern will enter a never-ending loop and the discovery will get stuck
Patterns PRB1349255	Network Switch and Router patterns fail with an error	Network Switch and Router patterns fail with the following error: 'JAVASCRIPT_CODE_FAILURE: Caused by error in Ad hoc script 'EvalClosure-Normalize mac & status in FDB if needed' at line 1'.
Patterns PRB1349714	The Azure database fails on Redis databases due to invalid query	When discovering Redis databases, the following error appears: 'Groovy code failure. org.json.JSON Exception: Missing value. at character 11 of {"objects":}. Missing value. at character 11 of {"objects":}'.
Patterns PRB1354369	Base instance Sybase classifier may incorrectly classify Tableau servers as Sybase servers due to conditions
Persistence PRB1363511	The insert statement does not execute when inserting into a field that has a smaller size on the database compared with the max length of the sys_ dictionary
Persistence PRB1366878	Special characters and/or escaped characters cause issues for DB parser
Platform Security PRB1368118 KB0782890	The Forgot Password flow is not working in scoped apps		Refer to the listed KB article for details.
Project Management PRB1361558	Issues related to behavior changes in the GlideDate API
Resource Management PRB1366161 KB0786035	Resource plans against project tasks are not appearing in the allocation workbench		Refer to the listed KB article for details.
Server Side Scripting PRB1341509 KB0752447	The GlideDate API is not honoring getDisplay ValueInternal()	The GlideDate API is not functioning correctly. It is not honoring getDisplay ValueInternal().	Refer to the listed KB article for details.
Service Catalog PRB1368499	Changing the title of a category is not updating the Service Catalog and Service Portal pages unless the cache is cleared	Changes made to the title of the category are not reflected in the Service Catalog UI and in Service Portal. However, it is working properly after clearing the cache.
Service Catalog PRB1370237 KB0784598	Multiple-choice questions of catalog items always show the first option as selected in the variable editor	On the RITM variable editor, the display has been set to the first choice in the multiple-choice variable (radio button) when another (the second) choice is selected.	Set the 'glide.ui.choices.show_missing' property to false. Create a multiple-choice variable with two choices or more. When ordering, pick any choice other than the first option. Open the RITM created. Expected behavior: It should show the option picked when ordering. Actual behavior: It shows the first option as the selected option.
Service Catalog PRB1371143	The onChange client script is not working on the second click for multiple choice variables	For multiple choice variables, the onChange client script is not triggered on the second click.
Service Mapping PRB1359923	Performance issue with the 'Layer 2 Connectivity Creation' job	Following the extraction of physical connections creation into its own dedicated event queue, the 'Layer 2 Connectivity Creation' job takes a long time to run.
Service Portal PRB1359153	Inconsistency in choices displayed for the lookup/choice field/variable in the portal and the platform
Software Asset Management Professional PRB1353201	The yellow bar in the Available column is miscalculating the available licenses
Software Asset Management Professional PRB1362523	The Subscription job fails on throttling when multiple instances are running at the same time for the same account
Software Asset Management Professional PRB1364641	Unmanaged products should not be higher than total products		Set up Spend Detection that has a combination of transactions with Product/Publisher tagged and only Publisher tagged. Navigate to Spend Detection Overview. Notice that the Unmanaged Products count is higher than the Total Products count. However, unmanaged products should only count transactions tagged with Publisher and Product, so it should be less than or equal to total products.
Software Asset Management Professional PRB1367803	Software records are not deleted when no longer in use in cmdb_ sam_sw_install	Software records are not deleted from the cmdb_sam_sw_install table even if the software no longer exists in SCCM.
Software Asset Management Professional PRB1368627	Issue with demo data		Activate the plugin 'Activate all Software Asset Management Professional plugins' with demo data. Navigate to reclamation candidates and add the following conditions: Justification 'is' Low (and) Usage Active 'is' true (and) Software Installation 'is not empty' (and) Applies To 'is not' Subscription Software (and) Applies To 'is not' Engineering App License Notice that all the 86 records that match this condition have 'Applies to' as 'Empty'.
Software Asset Management Professional PRB1369495	Transaction dates in the demo data are not updated with relative dates		Install the Software Spend Detection plugin with demo data. Navigate to Software Spend Detection, and then to the Overview page. Notice that part of the right side bars are missing in the Software Spend Over Time graph.
Source Control Integration PRB1370812	The sys_meta data_delete recorded in author_elective _update is incorrectly processed as insert
Time Card Management PRB1365836	The Time Card Grid widget is not displaying because of special characters from the French language
Update Sets PRB1361510	The default views for some tables are changed after the upgrade	During the update set commit, online_alters are triggered for the fields whose dictionary entries are not included in the update set.
Upgrade Engine Issues PRB1366609	Some standard tables do not extend the 'Application File' [sys_metadata] table on clean installed instances, causing an issue with Studio	Several tables that used to extend metadata do not extend sys_metadata on clean installed instances. This causes an issue with apps created in Studio as those files that used to extend sys_metadata are being deleted.
Usage Analytics PRB1372998	Content Analytics streams should not be tracked in the central UA instance
VA - Adapter Framework PRB1359356	The bot behaves abnormally after upgrading from Madrid to New York		Configure slack/teams/workplace bots on a Madrid instance. Start a conversation with the bot but do not complete it. Upgrade the instance from Madrid to New York. Notice that the bot becomes unresponsive and behaves abnormally until the restart keyword is used.
VA-Designer PRB1372605	A publish error appears when previewing a certain topic in the VA designer
VA-Messenger Adapter PRB1367532	The card is not rendering in the Facebook Messenger client with the new Facebook Messenger application
Virtual Agent Platform PRB1352638	Changing the 'Confirm Entity Recognition' property label on the VA Designer input node property sheet	The original label 'Confirm Entity Recognition' is inaccurate and needs to be updated. Refer to Virtual Agent Designer user input controls for more information.
Virtual Agent Platform PRB1361048	The Virtual Agent dashboard widget is showing incorrect numbers and not able to track usage
Visual Task Boards PRB1372385	Performance issue with the VTB label migration fix script if duplicate labels exist on a large number of boards	When upgrading an instance that has duplicate labels on a large number of boards to New York, the VTB label migration fix script is very slow.

Other New York Patch 4 information

Other knowledge properties

Updates have been made to the following knowledge property: Deny access to a knowledge base when either Can Read or Can Contribute user criteria list for the knowledge base isn't specified (glide.knowman.block_access_with_no_user_criteria).

Virtual Agent Designer user input controls

Changes have been made to the Natural Language Understanding (NLU) entity properties in the following Virtual Agent Designer user input controls:

Boolean user input control
Carousel user input control
Date Time user input control
Reference Choice user input control
Static Choice user input control
Text user input control

Fixes included

Unless any exceptions are noted, you can safely upgrade to this release version from any of the versions listed below. These prior versions contain PRB fixes that are also included with this release. Be sure to upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.

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Release version

New York Patch 4

The New York Patch 4 release contains important problem fixes.

New York Patch 4 was released on December 6, 2019.: Build date: 11-28-2019_1046; Build tag: glide-newyork-06-26-2019__patch4-11-21-2019

Important: For more information about how to upgrade an instance, see Upgrade to New York.

For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable, sortable version of New York fixed problems, see KB0748891.

Note: This version is approved for FedRAMP. The following products are not approved for FedRAMP in New York: Benchmarks, Document Viewer, Instance Data Replication, and ServiceNow mobile.

Overview

New York Patch 4 includes 97 PRBs fixed in various problem categories. The chart below shows the top 10 problem categories.

Security-related fixes

Notable fixes

The following problems and their fixes are ordered by potential impact to customers, starting with the most significant fixes.


Problem	Short description	Description	Steps to reproduce
Email PRB1368300 KB0782320	Inbound email triggers fail to execute on upgraded systems when the Email Filters plugin is not activated	Flow Designer flows created with the inbound email trigger type can fail to execute on upgraded systems that do not have the com.glide.email_filter plugin activated. The flow will fail with the log message 'Exception occurred while evaluating flow triggers null'.	Refer to the listed KB article for details.
Outbound Messaging PRB1349396	When the size bytes on the sys_ attachment record are less than the actual size, the default thread gets stuck on the Direct RESTRequest Dispatcher.doPost method
Event Management PRB1368029	The cache of the event rules and the alert management rules is not being updated from time to time	Users can modify the event rule filter, but it will not apply to new events. The same behavior may occur to alert management rules.
Reporting PRB1351027	The list report is not shown on workspace if users select 'External Import' as the source type or select the imported table with the source type 'Table'		Navigate to Reports > Create New. Select 'External Import' as the source type and import an Excel spreadsheet as a table. Select the report type as 'List' and save the report. Add the report to workspace. Notice that you will get a message 'Your workspace does not support this visualization.' In the report, change the source type to 'Table' and select the imported table. Save the report. Refresh workspace. Notice that you will see a blank list with a link 'Show all' on it. If you click the link, it also shows an empty list.

All other fixes


Problem	Short description	Description	Steps to reproduce
Advanced Work Assignment PRB1363093	The service channel condition for the type 'chat' is not included in the utilization capacity calculation	The capacity for agents is incorrect. This is caused by interactions with a different type being included in the capacity calculation.	Install AWA with demo data, and install Customer Service Management to get the phone type. Create three interaction records where the type is 'phone' and assign them to an agent for the chat service channel. As the agent, navigate to /workspace and set yourself as available. This triggers the capacity calculation. Navigate to awa_agent_capacity_list.do. Configure the list to show the capacity in the Use field. Check the capacity in use for your agent. Expected behavior: Since the interactions created do not have the type 'chat', the capacity should be 0. Actual behavior: The service channel condition of the type 'chat' are not applied to the utilization condition for the capacity calculation.
Advanced Work Assignment PRB1371450	Agents are assigned items in excess of their capacity	Under heavy load, Advanced Work Assignment may assign more than one work item to an agent, even if the additional work item(s) would exceed the agent's maximum capacity.
Advanced Work Assignment PRB1373589	Chats are not assigned	Although agents are available, the chats are not offered to the available agents.
Advanced Work Assignment PRB1373590	Disable Advanced Work Assignment execution on non-active nodes	Under high load, Advanced Work Assignment can enter a state in which all nodes stop routing or assigning work to agents. Agents suddenly stop receiving work items, usually after a large influx of chats.
Advanced Work Assignment PRB1373602	When a single execution of routing or assignment takes over one minute to complete, Advanced Work Assignment can enter a state in which multiple work items are created for one document, or agents are assigned in excess of their capacity
Agent Workspace PRB1359097	The advanced view throws an error in the console when filtering out large text	The advanced view throws the following error in the console when filtering out large text: 'net::ERR_ CONNECTION_RESET'.	Personalize the list to add the description to the incident list. Open any incident and paste large text to the description. Filter out on the description. Verify that pills are added to the filter panel accordingly. Click to show the advanced view. Notice that the advanced view crashes with the error 'net::ERR_CONNECTION_RESET' in the console.
App Client UI PRB1371115	Issue with the Activate option for the Customer Service Portal plugin
Application Installation Engine PRB1371466 KB0786455	TPP table extensions in the scope with custom fields in the same scope cause storage _alias mapping issue upon deployment	When extending a TPP table within a scope and also creating a custom field within the same scope on the TPP parent, the resulting application will deploy incorrectly causing the scoped table extension to be mapped differently than the table it inherited the field from and other extended tables outside the scope. The result is that from the parent table's list, values in the specific class will be empty but will be visible when viewing the extension specific list. The application on the source instance will be correct.	Refer to the listed KB article for details.
Asset Management PRB1310008	The model category on cmdb_model is defaulting to 'Bundle' and the original category it is discovering
Automated Test Framework PRB1353091	In the Record Query step, the condition builder does not allow users to drop a GEM pill for a short_table_name field into a table_name field
Automated Test Framework PRB1355858	The generic message 'This element is blacklisted' is displayed when inspecting a blacklisted element
Change Management PRB1371883	The conflict detection on the change request fails to save if the Service Mapping plugin is installed		Enable the Service Mapping plugin. Set the property 'change.refresh_impacted. include_affected_cis' to false. Create a change request and attach affected CIs to it. Run the conflict detection. Notice that the Conflict status and Conflict last run fields are populated correctly. Refresh the page. Notice that the Conflict status and Conflict last run fields are reset back to the values before running the conflict detection.
Change Management PRB1372247	The processing of 'discovery.canceled' events is slow due to missing column referenced in the associated 'Discovery State task_ci canceled' script action	The issues of long-running 'events process' job and backlog of events are seen due to the 'discovery. complete' event taking a long time to process and blocking the queue.
Clone Issues PRB1368994	The option 'Others' in the reason selection box is not working correctly when a clone is canceled or rolled back	This issue is observed in New York. When the clone is being canceled or rolled back, users have to select the reasons for the request. There is an option 'Others' in the reason selection box. Selecting the option 'Others' should entitle users to provide their own reasons for the action. However, the text box is not showing up when users select the option 'Others', and as a result, they are not able to input their own reasons.
Cloud Management Application PRB1352289	AWS Virtual Server CI mismatches when there are nested service accounts
Cloud Management Application PRB1363669 KB0780000	Azure provisioning requests/discovery can fail if the response received via CAPI for 'Location' includes white space or uppercase	The issue is normally seen when an ARM template is used that contains a white space/uppercase character in the value for the location, for example, 'Southeast Asia' instead of 'southeastasia'. In few cases, the issue is seen even when the ARM template has correct values for the location but the cloud API response has the white space in its value for the location.	Create an ARM template (cloud template) for a virtual machine with a white space in the value for the location, for example, 'Southeast Asia'. Provision a cloud stack using this ARM template. Once the provisioning is complete, navigate to the list view of cmdb_ci_azure _datacenter. Notice that the object_id for datacenter 'southeastasia' is updated as 'Southeast Asia'. Provision a new stack on Azure using a cloud catalog created using a simple blueprint. Notice that a new datacenter record is inserted with a value for object_id populated (southeastasia) and all other fields are empty. All subsequent provisioning requests/ discovery will fail with identification engine related errors.
Configuration Management Database (CMDB) PRB1352782	The relationship formatter filters relationships incorrectly	The relationship formatter filters out relations to parents when the actual filter rule only applies to their children.
Configuration Management Database (CMDB) PRB1364026	Increase the value of the max query result property to 500k	The value of the following system property has been increased to 500K: glide.identification_engine.local _cache_maximum_ query_result_rows.
Customer Service Management PRB1362167	Quotes in the description of the 'What can we help you with?' record producer are causing JSON issues and breaking the Virtual Agent conversations		Activate Glide Virtual Agent, Consumer Service Portal plugins. Navigate to 'sc_cat_item_producer.list'. Look for Name = "What can we help you with?". Open the record producer and click Try. Enter the following mandatory details: First Name = test Email = [a valid email address] Briefly Describe your issue? = test Submit the record producer and navigate to 'sys_cs_conversation.list'. Check the recently opened 'sys_cs_message' record with the title starting with '_live_agent_support_'. You will have conversation messages in the 'Conversation messages' related list (around 10 records). Navigate back to Step 4. Enter the description with quotes as below: First Name = test Email = [the same valid email address] Briefly Describe your issue? = test "test" Submit the record producer and navigate to 'sys_cs_conversation.list'. Check the recently opened 'sys_cs_message' record with the title starting with '_live_agent _support_'. Expected behavior: Conversation messages should be created as in Step 7 with no JSON exceptions. Actual behavior: No conversation messages appear in the 'Conversation messages' related list (zero records). And JSON exceptions are also shown.
Customer Service Management PRB1365047	The 'Affected Install Base Items' related list is not refreshed when clicking the 'Refresh Affected Install Base Items' UI action on the alert form
Customer Service Management PRB1366096	The content pack of the 'Customer Service Executive - Advanced' dashboard is not available in the Solution Library
Discovery PRB1343838	This PRB fix addresses a New York Patch 3 issue where Cloud Discovery would fail when the Discovery plugin is not activated
Discovery PRB1364492	After clicking 'Discover now' on any discovery schedule, the page keeps loading and the discovery does not start		Navigate to Service Account and create a service account. Click Discover Datacenters. Click Create discover schedule. Follow the steps to create the discovery schedule. Click Finish. Navigate to the discovery_schedule page. Navigate to the schedule you just created. Click Discover now. Notice that the discovery does not start and the pop-up window keeps loading. In the console, the following error appears: 'Script: DiscoveryAjax not found in scope: global, and HTTP Processor class not found: com.glide. processors.xmlhttp.DiscoveryAjax: no thrown error'. Note: Only Cloud Management Core and Cloud Management are activated here.
Discovery PRB1365469 KB0780957	Errors occur for Horizontal DiscoveryResult Handler.update DeviceHistory() when the CI does not have the name and the ip_address populated		Refer to the listed KB article for details.
Discovery PRB1366194	Patterns SSH sudo command using CyberArk with no credential ID fails	For the SSH credential saved on CyberArk, if users do not use the credential ID for the credential defined on the instance, when using patterns: Any non-sudo command step works fine. It falls back to the target IP address and the result is returned. Any sudo command step fails.
Discovery PRB1367623 KB0782858	The Windows OS - Desktops pattern sensor fails with the error 'Cannot deserialize object'		Refer to the listed KB article for details.
Email PRB1364081	Only the first record added to the client template is used and other choices fail in 'Email Client From Address'	There is an issue when setting the Sender configuration and using a list for 'Email Client From Address' in an email client template. When users open the client email and select a From address from the choice list, the choice is not used when the email is sent. The email comes from the first choice in the list, regardless of which address is selected.	In Madrid, create an email client template. Click the Sender Configuration tab. Change 'From Generation Type' to 'Select from List'. Add some new email client From addresses and submit. Navigate to a table and generate a client email. Select an email client from address from the list (not the first choice in the list). Send the email. Notice that the email comes from the first choice in the list and not the choice selected when creating the email.
Event Management PRB1351997	Event rules are disabled if values in the additional information are not properly formatted	Event rules are disabled with the following error: 'Warning: Rule was disabled. Event rule processing failed due to a regex failure in Transform and Compose section. Exception message: java.lang.Integer cannot be cast to java.lang.String.' The fix only catches the case where the event rules are disabled and does not disturb other cases. And the exception is added to the log.
Event Management PRB1369589 KB0782998	The cleanup job for the table 'em_alert_history' does not remove records correctly		In a New York instance, install the Event Management plugin. Navigate to Event Management > Dashboard.
Event Management PRB1371901	In New York, Event Management users who are running with the Statement replication mode will have corruption in the replicated data of ITOM Event Management	This issue only happens in the case of a failover when the instance works with a backup database. During the failover, the impact of alerts on services is calculated incorrectly. The alert panel on the Event Management dashboard shows duplicate records, and the em_alert_history table is not cleaned up.
Field Service Management PRB1355267	The $agent Schedule.do pop-up dialog does not have the X button to close the dialog		Install the Field Service Management plugin (com.snc.work_management). Navigate to $agentSchedule.do. Double click any section to create an event. Notice that the pop-up window has the X button at the top. Install the Project Portfolio Suite with Financials plugin (com.snc.project _management_v3). Follow Step 2 and Step 3 again. Notice that this time, the pop-up window does not have the X button.
Field Service Management PRB1357311	Team calendar is not displaying users after upgrading to Madrid
Flow Designer PRB1367929	Approval records generated from the flow do not reference the 'Group Approval' record	Approval records created from the 'Ask for Approval' action in Flow Designer, which are created as part of a 'Group Approval', do not reference the 'Group Approval' record. Instead, they are referencing the actual group's sys_id.
Flow Designer PRB1372144	The flow is not getting saved with a string pill		Launch Flow Designer. Create an action with Array.String with a string input. Create a flow with the action created in Step 2. Expand Array.String, and then drag and drop a string as input. Click Save to save the flow. Expected behavior: The flow should be saved successfully. Actual behavior: The flow is not saved, and the following error message appears: 'Invalid values passed to the API, details: java.lang.IllegalStateException: Expected a string but was BEGIN_ARRAY at line 1 column 21348'.
Flow Designer PRB1372386	The dynamic choice value is passed as the dynamic template value
Flow Designer PRB1372514	Action outputs do not persist on the test action		Create a flow with a trigger. Add any action that has outputs. Test the flow and run the test. Notice that the outputs for the action are gone.
Google Maps PRB1363141	Unable to recognize the Google Maps API key provided in google.maps.key and maps do not work with just the API key	When users use the Google Maps API key in the Google Maps properties (google.maps.key) without any client ID populated, the maps load with watermarks and a pop-up saying 'This page can't load Google Maps correctly.'	Make sure a Google Maps API key is provisioned. Log in to an instance in Madrid or prior to that. Navigate to System Properties > Google Maps. Add the Google Maps API key obtained earlier to the field 'Map key from Google, tied to the URL of the server.' Save. Navigate to Organization > Location Map. Notice that watermarks can be seen on the maps.
Human Resources Service Management PRB1357238	The business rule 'Set Import Set Asynchronous' is slow due to the non-indexed sort in the setImport SetRow function to retrieve the next row number
Human Resources Service Management PRB1370964	Update HR Workspace plugin settings
Knowledge Management PRB1363136	The 2 MB Tomcat limitation causes issues for HTML fields	The Tomcat server is configured with a content limit of 2 MB for post requests. Each post request sent after clicking Save or any UI action on the form consists of the original value and the modified value of all fields. For articles that are about 1 MB, this can lead to the creation of the articles on which no action can be performed. For articles that are about 2 MB, the creation of the articles will fail.
Knowledge Management PRB1363490	Knowledge search results are not returned correctly until refreshed
Lists PRB1343085	When using 'Group by' in the list view, the 'Show just this group' link is not applying the tiny URL when clicked	In the list view with a filter that is using 'is one of' which contains 1,000 entries, it uses the tiny URL which will show sysparm_tiny in the URL. When the group by is applied to a column, the go to one of the group by name links which filter on that group specifically will cause the screen to go white. This is because the full query is put into the URL instead of the tiny URL, which reaches the browser limit causing the screen to go white.
Mobile (Classic) PRB1374384	Catalog items are not displayed in the Classic mobile app when the currency code of the user is a non-standard code	Catalog items are not displayed in the Classic mobile app when the currency code of the user is a non-standard code. The issue also sometimes occurs when the system locale is set to 'de.DE' using the system property 'glide.system.locale'.
Mobile Platform PRB1366305	The dependency between reference fields does not work if the reference fields are not named the same	When defining the dependency of a reference field, if the field that defines the relationship is not named the same on the dependent record, the dependency does not work on action forms.
Mobile Platform PRB1373981	Performance issue with the initial load of the New York applet launcher
Mobile Studio (non-classic) PRB1361630	An error message appears when adding the activity stream and the related list in a form applet		In a New York instance, navigate to Studio. Create a data item. Create a form type applet. Attach the data item to the form applet. Click Save. Navigate to the Body tab. Click Modify Segments. Add the activity stream. Notice that the following error message appears: 'JSONObject["sys_id"] not found. Check logs for error trace or enable glide.rest.debug property to verify REST request processing'.
Mobile Studio (non-classic) PRB1366620	Mobile Studio opens the same grouped list applet as two separate tabs	Mobile Studio opens the same grouped list applet as two separate tabs. One is a 'sys_sg_list_screen' tab and the other one is an 'Applet' tab.
Mobile Studio (non-classic) PRB1368726	Ordering issue with the applet body fields when the related list is deleted		Navigate to Studio open application. Open the applet My Tasks. Navigate to Form Screen > Body > Details. Arrange the order of the fields and save. Navigate to Form Screen > Body > Related Lists. Delete any of the related lists and save. Navigate back to the Details tab. Notice that the order changed in Step 4 is now reverted back to the base instance version.
Mobile Studio (non-classic) PRB1369427	Unable to select the data item
NotifyNow PRB1372362	The 'beepOn Enter' flag is not working		Log in as the admin. Install the Notify and Twilio Direct plugin. Set up Twilio. Update the 'beepOnEnter' flag with 'false' on the join conference activity. Create a conference on the incident form. Validate when a new user joins the call, no sound is played. Notice that the 'beepOnEnter' flag is not honored during the conference.
On-call Scheduling PRB1351565	The On Call Groups drop-down list loads only 20 records		Create more than 20 groups with active shifts. Create a major incident and navigate to the workbench. Navigate to the On Call Groups section of the Groups card in the Summary page. Click the drop-down list and verify if all the active groups are shown. Notice that the drop-down list loads only 20 records.
On-call Scheduling PRB1357719	On-Call APIs, which are affected by platform changes on the GlideDate .getDisplayValue Internal() API, need to be updated accordingly	On-Call APIs, which have consumed the GlideDate.getDisplay ValueInternal() function, need to be updated accordingly due to the changes made to the GlideDate API.
Patterns PRB1341715	If the discovery is executed on the Juniper network switch with a large amount of data, the pattern will enter a never-ending loop and the discovery will get stuck
Patterns PRB1349255	Network Switch and Router patterns fail with an error	Network Switch and Router patterns fail with the following error: 'JAVASCRIPT_CODE_FAILURE: Caused by error in Ad hoc script 'EvalClosure-Normalize mac & status in FDB if needed' at line 1'.
Patterns PRB1349714	The Azure database fails on Redis databases due to invalid query	When discovering Redis databases, the following error appears: 'Groovy code failure. org.json.JSON Exception: Missing value. at character 11 of {"objects":}. Missing value. at character 11 of {"objects":}'.
Patterns PRB1354369	Base instance Sybase classifier may incorrectly classify Tableau servers as Sybase servers due to conditions
Persistence PRB1363511	The insert statement does not execute when inserting into a field that has a smaller size on the database compared with the max length of the sys_ dictionary
Persistence PRB1366878	Special characters and/or escaped characters cause issues for DB parser
Platform Security PRB1368118 KB0782890	The Forgot Password flow is not working in scoped apps		Refer to the listed KB article for details.
Project Management PRB1361558	Issues related to behavior changes in the GlideDate API
Resource Management PRB1366161 KB0786035	Resource plans against project tasks are not appearing in the allocation workbench		Refer to the listed KB article for details.
Server Side Scripting PRB1341509 KB0752447	The GlideDate API is not honoring getDisplay ValueInternal()	The GlideDate API is not functioning correctly. It is not honoring getDisplay ValueInternal().	Refer to the listed KB article for details.
Service Catalog PRB1368499	Changing the title of a category is not updating the Service Catalog and Service Portal pages unless the cache is cleared	Changes made to the title of the category are not reflected in the Service Catalog UI and in Service Portal. However, it is working properly after clearing the cache.
Service Catalog PRB1370237 KB0784598	Multiple-choice questions of catalog items always show the first option as selected in the variable editor	On the RITM variable editor, the display has been set to the first choice in the multiple-choice variable (radio button) when another (the second) choice is selected.	Set the 'glide.ui.choices.show_missing' property to false. Create a multiple-choice variable with two choices or more. When ordering, pick any choice other than the first option. Open the RITM created. Expected behavior: It should show the option picked when ordering. Actual behavior: It shows the first option as the selected option.
Service Catalog PRB1371143	The onChange client script is not working on the second click for multiple choice variables	For multiple choice variables, the onChange client script is not triggered on the second click.
Service Mapping PRB1359923	Performance issue with the 'Layer 2 Connectivity Creation' job	Following the extraction of physical connections creation into its own dedicated event queue, the 'Layer 2 Connectivity Creation' job takes a long time to run.
Service Portal PRB1359153	Inconsistency in choices displayed for the lookup/choice field/variable in the portal and the platform
Software Asset Management Professional PRB1353201	The yellow bar in the Available column is miscalculating the available licenses
Software Asset Management Professional PRB1362523	The Subscription job fails on throttling when multiple instances are running at the same time for the same account
Software Asset Management Professional PRB1364641	Unmanaged products should not be higher than total products		Set up Spend Detection that has a combination of transactions with Product/Publisher tagged and only Publisher tagged. Navigate to Spend Detection Overview. Notice that the Unmanaged Products count is higher than the Total Products count. However, unmanaged products should only count transactions tagged with Publisher and Product, so it should be less than or equal to total products.
Software Asset Management Professional PRB1367803	Software records are not deleted when no longer in use in cmdb_ sam_sw_install	Software records are not deleted from the cmdb_sam_sw_install table even if the software no longer exists in SCCM.
Software Asset Management Professional PRB1368627	Issue with demo data		Activate the plugin 'Activate all Software Asset Management Professional plugins' with demo data. Navigate to reclamation candidates and add the following conditions: Justification 'is' Low (and) Usage Active 'is' true (and) Software Installation 'is not empty' (and) Applies To 'is not' Subscription Software (and) Applies To 'is not' Engineering App License Notice that all the 86 records that match this condition have 'Applies to' as 'Empty'.
Software Asset Management Professional PRB1369495	Transaction dates in the demo data are not updated with relative dates		Install the Software Spend Detection plugin with demo data. Navigate to Software Spend Detection, and then to the Overview page. Notice that part of the right side bars are missing in the Software Spend Over Time graph.
Source Control Integration PRB1370812	The sys_meta data_delete recorded in author_elective _update is incorrectly processed as insert
Time Card Management PRB1365836	The Time Card Grid widget is not displaying because of special characters from the French language
Update Sets PRB1361510	The default views for some tables are changed after the upgrade	During the update set commit, online_alters are triggered for the fields whose dictionary entries are not included in the update set.
Upgrade Engine Issues PRB1366609	Some standard tables do not extend the 'Application File' [sys_metadata] table on clean installed instances, causing an issue with Studio	Several tables that used to extend metadata do not extend sys_metadata on clean installed instances. This causes an issue with apps created in Studio as those files that used to extend sys_metadata are being deleted.
Usage Analytics PRB1372998	Content Analytics streams should not be tracked in the central UA instance
VA - Adapter Framework PRB1359356	The bot behaves abnormally after upgrading from Madrid to New York		Configure slack/teams/workplace bots on a Madrid instance. Start a conversation with the bot but do not complete it. Upgrade the instance from Madrid to New York. Notice that the bot becomes unresponsive and behaves abnormally until the restart keyword is used.
VA-Designer PRB1372605	A publish error appears when previewing a certain topic in the VA designer
VA-Messenger Adapter PRB1367532	The card is not rendering in the Facebook Messenger client with the new Facebook Messenger application
Virtual Agent Platform PRB1352638	Changing the 'Confirm Entity Recognition' property label on the VA Designer input node property sheet	The original label 'Confirm Entity Recognition' is inaccurate and needs to be updated. Refer to Virtual Agent Designer user input controls for more information.
Virtual Agent Platform PRB1361048	The Virtual Agent dashboard widget is showing incorrect numbers and not able to track usage
Visual Task Boards PRB1372385	Performance issue with the VTB label migration fix script if duplicate labels exist on a large number of boards	When upgrading an instance that has duplicate labels on a large number of boards to New York, the VTB label migration fix script is very slow.

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Virtual Agent Designer user input controls

Changes have been made to the Natural Language Understanding (NLU) entity properties in the following Virtual Agent Designer user input controls:

Boolean user input control
Carousel user input control
Date Time user input control
Reference Choice user input control
Static Choice user input control
Text user input control

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New York Patch 4

New York Patch 4

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New York Patch 4

New York Patch 4

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