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    Home New York Release Notes New York release notes Available patches and hotfixes New York Patch 5

    New York Patch 5

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    New York Patch 5

    The New York Patch 5 release contains important problem fixes.

    New York Patch 5 was released on January 16, 2020.
    Build date: 01-14-2020_1535
    Build tag: glide-newyork-06-26-2019__patch5-12-24-2019
    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.

    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.

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

    Overview

    New York Patch 5 includes 143 PRBs fixed in various problem categories. The chart below shows the top 10 problem categories.

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

    Security-related fixes

    New York Patch 5 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 5, refer to KB0788995.

    Changes in New York Patch 5

    Change Management release notes
    • Agenda items paging in CAB workbench

      Use the previous page, first page, and next page navigation options to view the list of agenda items in pages of 40 and in the order of priority. This option is enabled when there are large number of agenda items to be displayed. The number of items to be displayed in the agenda page is not user configurable and is limited to 40.

    • Search attendees in CAB workbench

      Use the search facility in the Attendees modal dialog to search for a particular attendee and the presence.

    • Before upgrading to latest version, the recommended approach to upgrade is to make sure all widgets are reverted to OOB after upgrade, and clear the cache for all browsers that access the CAB Workbench.
    MID Server system requirements, Install a MID Server on Linux, Install a MID Server on Windows

    Testing showed that the MID Server works as expected with Oracle Java 11 version 11.0.5 and Oracle JRE 8 version 1.8.0_231. However, Oracle JRE 8 version 1.8.0_231 requires the workaround described in the HI Knowledge Base article MID Server running Oracle JRE version 8 [KB0784442]. In order to use Java 11 on Windows MID Servers, refer to Install Java 11 on Windows MID servers [KB0752451].

    Read Replicas
    Read Replica optimizations have been made to support additional types of read replicas. These optimizations will be available on a limited basis.

    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

    Dashboards and Home Pages

    PRB1344040

    Translation issues with newly created dashboard tabs
    1. Switch the language to French, for example.
    2. Create Dashboard 1 with two tabs (New Tab 1, New Tab 2).
    3. Create Dashboard 2 with two tabs (New Tab 1, New Tab 2).
    4. Rename New Tab 2 in Dashboard 2 to 'Renamed'.
    5. Open Dashboard 1.

    Expected behavior: Dashboard 1 should still have two tabs named 'New Tab 1' and 'New Tab 2'.

    Actual behavior: The content of the two tabs in Dashboard 1 is still the same, but the second tab is renamed to 'Renamed'.

    Authentication - SSO

    PRB1375666

    Slow memory leak due of a large number of SAML metadata import threads, causing intermittent/poor performance The node responds to HTTP requests, but the access with the browser produces empty screen/intermittent sluggish transactions.

    Forms and Fields

    PRB1361984

    KB0779351

    In New York, the multiline text field does not automatically expand if it is a read-only text field
    1. Add a Description field on any incident form.
    2. Open a closed incident as an admin and enter a lot of text in the Description field.
    3. Impersonate the user it is assigned to, and open that incident from both IE11/Microsoft Edge and Chrome.

    Expected behavior: Either the Description field should re-size according to the size of text, or a resize option similar to Chrome should be given, so user can re-size the field in IE11.

    Actual behavior:

    • Resize option to the field exists in Chrome and Firefox.
    • Resize option doesn't exist in IE11/Microsoft Edge. Only 3 lines are displayed in the description, and the user has to scroll up and down, which makes it hard to the user to read that text.

    Performance Analytics

    PRB1358400

    KB0777681

    The New York upgrade of the Performance Analytics (PA) content for Configuration Management Database (CMDB) may cause performance degradation

    Refer to the listed KB article for details.

    Security Access Control Lists

    PRB1321862

    KB0786565

    Activation of the CSM plugin through datacenter does not add the snc_ role to ACLs Activation of the CSM plugin should add the snc_ role to all the ACLs with no roles defined. However, a few records are skipped.

    Refer to the listed KB article for details.

    All other fixes

    Problem Short description Description Steps to reproduce

    Activity Stream

    PRB1373712

    Users are not able to close the Activity Stream flyout when using the latest version of Chrome browser The chevron and the title 'Activity Stream' are missing in the Show Activity Stream flyout when using the latest Chrome browser - version 78.0.3904.##. It is not possible to close it without refreshing the browser.

    Advanced Work Assignment

    PRB1364391

    Duplicate work items created for the same interaction

    Advanced Work Assignment

    PRB1376049

    AWA Agents are set to 'Offline' unexpectedly while still using Workspace When a user in Agent Workspace refreshes their web browser, they may set the Inbox status to 'Offline' unexpectedly, despite being 'Available' before refreshing.
    1. Log in as an agent on an instance where many other agents are simultaneously online.
    2. Refresh the page, as 4 different agents.

      Observe that those agents are still online.

    3. As a 5th agent, refresh the page between 1 minute and 1.5 minutes after the other agents were refreshed.

    Expected behavior: All agents remain online, unless they log off later.

    Actual behavior: Frequently while refreshing, an agent will be set to Offline unexpectedly.

    Advanced Work Assignment

    PRB1378895

    Record watcher responders missing after an upgrade
    1. Upgrade instance to a newer patch or hotfix.
    2. Observe that one or more of the three record watcher responders for a service channel often gets removed during the upgrade.

    This issue also occurs unpredictably throughout the normal course of using the instance.

    Agent Chat

    PRB1361439

    Automated chat messages are being localized for the agent, not the requester
    1. Set up the instance so that the AWA fulfiller is in English and the requester is in Dutch.
    2. Add translations for the messages that appear in the Interaction 'Assigned To' changes business rule.
    3. Initiate a chat as the Dutch user.

    Expected behavior: Messages are sent in Dutch.

    Actual behavior: Messages are sent in English (i.e., using the agent's language).

    Agent Chat

    PRB1368753

    Chat text not updated immediately when users enter text in Agent Workspace chat using an Edge browser
    1. Activate chat in the Agent workspace.
    2. Log in to any New York Patch 1 Hotfix 1 base instance using the Edge browser.
    3. Open Agent Workspace and initiate a chat.
    4. Try to enter the text in the chat box.

    Expected behavior: The chat text should reflect immediately when typing in the chat box.

    Actual behavior: Long wait time for the text to reflect in the chat box area.

    Agent Workspace

    PRB1370782

    ACLs with the 'current' object are not working in Agent Workspace (breaking various use cases like applying templates, etc.) The 'current' object in ACLs is not configured correctly and returns faulty values when templates are applied in Agent Workspace.

    Agent Workspace

    PRB1372319

    Global search in Agent Workspace becomes unresponsive after the first search Global search in Agent Workspace becomes unresponsive after the first search and users are unable to clear the search keyword until they refresh the browser.
    1. Log in to the instance.
    2. Navigate to Agent Workspace.
    3. In the global search, search for any incident.
    4. The search returns the record successfully.
    5. Attempt to click the X or delete the search term.

    Expected behavior: Users should be able to clear the search keyword by clicking the X button, or manually deleting the search keyword.

    Actual behavior: Users are not able to delete the search keyword manually, or use the X button to clear the search keyword.

    Agent Workspace

    PRB1374358

    If the interaction is created from Agent Workspace, it creates a new interaction-related record but does not associate it with the interaction If users are creating interaction records from Agent Workspace, it creates the interaction-related record but it does not point to the interaction. The interaction value stores as 'sys_id = -1'.
    1. Navigate to a Madrid or New York instance.
    2. Navigate to Agent Workspace.
    3. Create a list with the interaction table if the list does not exist on the interaction table.
    4. Click New and create an interaction with mandatory fields.
    5. Navigate to the platform view and navigate to the interaction_related_record.list table.

    Notice that the new interaction-related record points to an empty interaction.

    Note: When you create the new interaction from the platform view, it does not create the interaction-related record.

    Agile Development

    PRB1374889

    When the High Security plugin is not installed, the backlog on the Agile board doesn't escape '{SP} and '{AMP} tags
    1. Log in to an instance where the High security plugin is not installed.
    2. Install Agile Development 2.0 and unified backlog plugins.
    3. Navigate to Agile Board > Backlog.

    You will notice the &nbsp.

    Application Installation Engine

    PRB1368555

    Tables defined in multiple plugins may install in the incorrect scope during the out-of-band app install

    Application Navigator & Banner Frame

    PRB1374896

    No focus identification on the currently selected favorite
    1. In the instance, select the Favorites tab of the navigator.
    2. Select the tab to move to the first favorite and note that it does not gain input focus.
    3. Select the tab again and you will see the Remove this item button with focus.

    Shift + Tab will return focus to the first favorite, but it will still not have input focus.

    Approvals

    PRB1372344

    The Approval History field is empty for the Approval - Group action
    1. Log in to any New York instance.
    2. Create a flow designer with Approval user and Approval group actions.
    3. Attach the flow designer to any available item.
    4. Submit the item.
    5. Add the Approval history field to the requested item form.
    6. Request for approval/approve the request on the record with both approval user and approval group.

    Notice the Approval History field is empty.

    Approvals

    PRB1373648

    When using a reference qualifier in a variable, the approval summarizer UI macro displays 'null' for the variable Variable field value is showing 'null' in the approval summarizer if a reference qualifier is used in the variable definition.

    Appsec – Platform Dev

    PRB1366776

    glide.ui.concourse.onmessage_ enforce_same_origin_whitelist is classified as non-compliant in the instance security center
    1. Open ISC.
    2. Click Hardening.

    Verify it will be non-compliant.

    Appsec – Platform Dev

    PRB1373979

    The recommended value is listed as true in the Hardening Configuration table (appsec_hardening_configurations) Configurations glide.attachment.blacklisted.types and glide.attachment.blacklisted.extensions have the recommended value listed as true, which is different from the recommended value in the Hardening guide. Because the recommended value is incorrect, the compliance state shows 'Fail'.
    1. Navigate to the instance.
    2. Navigate to the Hardening Configurations table (appsec_hardening_configurations).
    3. Search with a name that contains 'blacklisted'.
    4. Configurations glide.attachment.blacklisted.types and glide.attachment.blacklisted.extensions have the recommended value true listed, which is different from recommended value in Hardening guide.

    Because the recommended value is incorrect, compliance state shows 'Fail'.

    Assessments

    PRB1377705

    The normalized value is incorrect in metric category result
    1. Navigate to Assessments > Metric Definition > Types.
    2. Create an assessment, a metric category, and a metric with datatype Yes/No.
    3. Set Scored to be True and set the metric's correct answer to be No.
    4. Assign the assessment to Abel Tuter.
    5. Impersonate Abel Tuter.
    6. Navigate to Self-service > My assessments and surveys.
    7. Take the assessment with answers to be Yes (the question is answered incorrectly).
    8. Impersonate System Administrator.
    9. Find out the category result by asmt_category_result.list.

    Observe the normalized value in assessment category result is 100, which is incorrect.

    Asset Management

    PRB1354019

    Incorrect software models created automatically when the "Automatically create software models for all 'licensable' products" property is true

    Asynchronous Message Bus

    PRB1362325

    The chat client isolated in its own window loses the session due to a lack of HTTP activity The chat client, when isolated in its own window with only web sockets traffic, will eventually time out due to the HTTP session expiring.

    Asynchronous Message Bus

    PRB1375617

    The AMB JS Client does not properly clear channel subscription on unsubscribe The AMB JS Client only removes a subscribed channel from the list of subscriptions on a window unload event. In certain cases, this could lead to the exhaustion of the AMB_SEND queue. If a user subscribes to many different channels in one life cycle of the client, and that client disconnects and re-connects, it will re-subscribe to all the channels that it had subscribed to at any point in the life cycle of that client (unless it was removed from a window unload event).

    Audit History

    PRB1362813

    Records are inaccessible to a large number of users when frequent updates result in multiple history set rebuilds

    Automated Test Framework

    PRB1372491

    Opening a page that has a setTimeout() call with a string parameter can cause tests to fail unexpectedly Tests fail due to 'TypeError: fn.apply is not a function' or a similar JavaScript error in 'Step Results' after the upgrade. The Automated Test Framework (ATF) is unable to process setTimeout function calls with a string parameter.

    AWA: API

    PRB1373574

    The relationship query for 'Interactions' is inefficient

    AWA: Routing and Assignment

    PRB1356230

    When a user re-queues an interaction multiple times, work items do not get created after the second re-queue
    1. Activate and load the demo data for the Walk-up Experience plugin (com.snc.walkup).
    2. Navigate to Advanced Work Assignment > Presence States and open the 'Available' state.
    3. Add Walk-up to the service channel and enable the active flag.
    4. Create a sys_user with the sn_walkup.walkup_technician role and add them to one of the demo data assignment groups.
    5. Impersonate Walkup User.
    6. Navigate to Walk-up Experience > Walk-up Portal.
    7. Select a location, click Check-in, and fill out the form.
    8. Impersonate the user with the walkup_technician role, and open Agent Workspace.
    9. Set the status to be 'Available' and accept the interaction.
    10. Click the Re-queue UI action.
    11. In another window as \admin, navigate to the awa_work_item list. After five minutes, the interaction state should get reset from 'On Hold' to 'New'.
    12. Return to the awa_work_item list and see that a new work item has been created.

    Expected behavior: A new work item for the interaction gets created.

    Actual behavior: Notice a new work item for the interaction doesn't get created and thus does not appear in the agent's inbox.

    AWA: Routing and Assignment

    PRB1367447

    A work item is created and assigned to an agent, but the state is Queued

    Change Management Conflict Detector

    PRB1376631

    The conflict calendar does not display the correct date and time if the IST timezone is used

    Change Management

    PRB1330929

    The CAB workbench stops working if there are more than 120 attendees and 120 agenda items combined The CAB workbench freezes when there are more than 120 attendees or 120 agenda items and users must refresh the browser for the workbench to work again.

    Change Management

    PRB1374427

    KB0788914

    Users receive a unique key violation error when submitting a change request A unique key violation error appears when the Service field is populated on a change request, change.refresh_impacted. include_affected_cis is false, and Refresh Impacted Services is run.

    Refer to the listed KB article for details.

    Change Management

    PRB1376865

    Remove the condition for Change Approval Policy from the decision table A reference qualifier was added to the sys_hub_flow_logic_input_a9a0bc2b0b2313 009002cab937673ac6.xml file to prevent Change Approval Policy from being listed within the decision table Make a decision action.

    Change Management

    PRB1378157

    If the record watcher responds quickly when starting a meeting, the state of the Change Advisory Board (CAB) will not update immediately
    1. Open a pending CAB meeting as the CAB manager.
    2. Start the meeting.
    3. Repeat until the meeting fails to start or takes more than a few seconds to start.

    Change Management Risk Assessment

    PRB1353793

    The change request impact value is not updating when the risk condition 'Use script values' is true and the script updates the impact via current

    Cloud Management Application

    PRB1357516

    Unable to provision the load balancer using the Azure Resource Manager (ARM) template
    1. Log in to the instance.
    2. Set up an Azure account.
    3. Create a catalog using the ARM template.
    4. Provision the created catalog.

    Expected behavior: The ARM template with load balancer should provision successfully.

    Actual behavior: The ARM template fails at the LB creation step.

    Cloud Management Application

    PRB1368235

    CMP provisioning is not working as expected This was originally tested in London, and provisioning using the Cloud Formation Template fails in the new environment.
    1. Create a catalog item using the Cloud Formation Template.
    2. Submit a provisioning request.
    3. Request fails with an S3 bucket creation error.

    Cloud Management Application

    PRB1368713

    KB0782191

    Stack deployment on Azure fails with an error message While trying to deploy a stack on Azure, users get the following error: '2019-10-08 10:16:54 : Failed to execute API - Failed with status code and message: 401: {"error":{"code":"ExpiredAuthenticationToken","message":"The access token expiry UTC time '10/8/2019 8:16:44 AM' is earlier than current UTC time '10/8/2019 8:16:44 AM'."}} (script_include:CloudRESTAPIInvoker; line 141)'
    1. Set up Cloud Management for Azure.
    2. Deploy a stack on Azure.

    The issue is not reproducible on demand and may occur due to a MID Server - NTP Server sync issue.

    Cloud Management Application

    PRB1370635

    The datacenter URL is not populated for AWS LDCs When datacenter discovery for an AWS account with C2S datacenter URL is triggered, the Datacenter URL field is not populated for AWS Secret Regions (C2S) in the logical datacenter table.
    1. Set up a C2S environment.
    2. Create an AWS service account with C2S datacenter URL.
    3. Perform the datacenter discovery operation from CAPI.
    4. Navigate to the logical datacenter table and check the datacenter URL filed.

    Observe that the datacenter URL is not populated for AWS LDCs.

    Cloud Management Application

    PRB1372935

    KB0786124

    Workflow stages do not appear in the Cloud Management user portal when submitting requests in Japanese If Japanese is selected as the current system language, when submitting requests on the Cloud Management user portal, the request status area does not show detailed workflow stages as in the English language user portal.

    Refer to the listed KB article for details.

    Configuration Management Database (CMDB)

    PRB1358039

    Out of memory error from the CMDB Health Dashboard - Relationship Score Calculation job

    Configuration Management Database (CMDB)

    PRB1372034

    The CMDB Health Dashboard - Relationship Compliance Processor job is not finishing, leading to errors and node restarts

    Connect Chat

    PRB1356109

    User presence list window on a form does not show the scroll bar
    1. Log in to any instance on Madrid.
    2. Open any existing active incident record form.
    3. Log in as different users (more than 15 users) in different browsers (normal + private windows).

    Expected behavior: User list window should have a scroll bar, as the number of viewers increases.

    Actual behavior: There is no scroll bar on user presence list window.

    Connect Chat

    PRB1361136

    KB0791898

    Localization issue with VA chat messages

    Refer to the listed KB article for details.

    Connect Chat

    PRB1364386

    Unload messages from Connect client conversation to prevent CPU and memory spikes in the browser While running performance tests, the client becomes unresponsive at about 2 minutes after loading it (~850 messages). Because the client is keeping all the messages, memory is growing and angular workers cause a spike in CPU and make the client unresponsive.

    Connect Chat

    PRB1371208

    Agent Chat anonymous guest users' interactions get associated with all other guest users

    Connect Chat

    PRB1372506

    The AnonymousChatUtil script include should use GlideAggregate and not GlideRecord for getting the question_answer count

    Core Platform

    PRB1349866

    Events processing on far nodes after node was offline for 7 days

    Core Platform

    PRB1373305

    KB0785035

    Slow query when the sys_trigger table size grows too large, which affects the scheduler performance When the sys_trigger table size grows too large, the query to claim jobs slows down. This reduces number of jobs claimed per second on an average. Index (priority, next_action) is required on sys_trigger table.
    1. Access <instance>.service-now.com/sys_trigger.do and filter for the following:
      • Next action at or before Today
      • State is Ready
      • Trigger type is not On Demand
    2. There will be a large number of records (>100,000).
    3. Access <instance>.service-now.com/stats.do and review the Background Scheduler section, refresh a few times and note that there are available scheduler workers with 'Current job: idle'.

    Customer Service Management

    PRB1373935

    The Needs attention field in a base instance business rule causes the business rule to fail The Needs attention field is included in a base instance business rule in a condition, which is making the business rule fail because this field does not exist in a base instance. The business rule is Mark For Auto Close.
    1. Activate the com.sn_customerservice plugin.
    2. Open the business rule named Mark for Auto Close.
    3. Notice when in global scope you can see the condition of ^needs_attention=false.
    4. Change the scope to Customer Service and notice it disappears (still there in XML).
    5. Navigate to sn_customerservice_case and create a new case and save.
    6. Ensure the State field is on the form.
    7. Change State to Resolved and save.

    Look at XML of the record created in step 5 and notice that auto_close was not set to true. If the user debugs the business rules and repeats steps 5-8, this business rule was skipped.

    Customer Service Management

    PRB1377245

    Add new required definitions for CSM licensing to make all users compliant and provide 2,000 free portal sessions The current definition, which is used to make the aggregation of the total number of portal visits, is not taking into account the number of extra portal visits that the user has purchased. The current professional SKU entitles the user to 1,000 free portal visits, which needs to be changed to 2,000 free portal visits.
    1. Log in to the instance as a user with elevated privileges.
    2. Navigate to Subscription Management > Subscriptions.

    Observe the list of all the SKUs that the user has purchased.

    Dashboards and Home Pages

    PRB1344518

    Dashboard errors with "The entity name must immediately follow the '&' in the entity reference" when the application name contains "&" Dashboard displays the error "The entity name must immediately follow the '&' in the entity reference" when the application name contains "&". This issue occurs in Madrid.

    Dashboards and Home Pages

    PRB1345254

    When there is an ampersand (&) in the value of the interactive filter condition, the interactive filter widget incorrectly changes the displayed value to 'All' when refreshed When a value with an ampersand (&) is defined in a filter condition of the interactive filter, it leads to incorrect behavior in which refreshing an interactive filter widget changes the displayed value in the filter list to 'All' even when a filter is being applied.

    Discovery

    PRB1334206

    KB0749610

    ECC Queue Input records remain on a Ready state, and Discovery never completes caused by insertion to discovery_device_ duplicate_ips or sys_mutex failing due to a unique key violation Sometimes insertion to discovery_device_duplicate_ips fails due to unique key violation, causing the ECC input record to get stuck on Ready. As a side effect, the corresponding discovery status never completes, or gets canceled at the max runtime.

    Refer to the listed KB article for details.

    Discovery

    PRB1351917

    High CPU on worker nodes when Cloud Discovery is running There is a long delay between the Cloud Discoverystart time versus the actual created time on the related Discovery Status (discovery_status) record (delay up to 10 minutes or more). Also, high CPU on worker nodes were noted when Cloud Discovery are running.

    Discovery

    PRB1362830

    KB0786034

    NPE error in FixUnixFamilyModelForPatterns when the LVM pool member record has an empty Storage value In FixUnixFamilyModelForPatterns Script Include, in the function changeLVMPoolMemberName which deals with updating LVM pool member names, users may check to see if the Storage value is possibly empty or null. When running this function against a record that actually has an empty value, it throws an NPE error. Probe-to-pattern migration for Unix will stop working at this point and not complete. Unix classifiers will continue to launch probes.

    Refer to the listed KB article for details.

    Discovery

    PRB1368993

    In the DiscoveryMigrateToPatterns script include, the function should be named 'setPropertyForOSProbes' instead of 'setPropertyForPatterns'
    1. On New York or later instance, install the Discovery plugin.
    2. Navigate to System Properties and check to see if this property exists, or create it if it does not. Set like the following:
      • Name: glide.discovery.ip_based.active
      • Type: string
      • Value: true
      3. Navigate to Scripts > Background and run the test fix script as follows:
      • var fix = new FixWindowsModelForPatterns();
      • fix.addMissingRelationsForWindows();

    Expected behavior: After the migration completes, the system property glide.discovery.ip_based.active should have value as false.

    Actual behavior: After the migration completes, the system property glide.discovery.ip_based.active remains as true.

    Discovery

    PRB1370634

    Discovery schedules cannot be created from a service account because the test account operation is not supporting the URL provided in service account
    1. Set up a C2S environment.
    2. Create an AWS service account with a C2S datacenter URL.
    3. Click the Create discovery schedule UI action in the service account.

    Discovery

    PRB1374155

    Test account operation fails for an AWS service account

    Event Management

    PRB1357927

    NullPointer exception during the execution of the 'Service Analytics group alerts using RCA/Alert Aggregation' job NullPointer exception during the execution of the 'Service Analytics group alerts using RCA/Alert Aggregation' job that is caused by broken relations in CMDB: parent or child as null. Service Analytics group alerts using the RCA/Alert Aggregation scheduled job is running long and alert grouping is not working on the production environment.

    Event Management

    PRB1360588

    KB0788142

    The impact is not shown on the Event Management dashboard and an invalid query returns no rows with error 'Unknown field is_service in table cmdb_ci_service'

    Refer to the listed KB article for details.

    Event Management

    PRB1373882

    Alert List refresh is not working as expected Auto-refresh is not working in Agent Workspace for Alerts. This issue is observed in New York.
    1. Open Alert Intelligence and look at the Alert List.
    2. In another tab, create a new alert.

      Observe that the list will not refresh.

    3. Click refresh manually and the alert appears.

    Event Management

    PRB1375322

    KB0792294

    Event field mapping does not work when Threshold is enabled in the event rule The event field mapping is discarded if users enable the Threshold option and event rules fail. This issue is observed in New York.
    1. Create an event field mapping rule.
    2. Create an event rule with Threshold disabled.
    3. Create em_event and confirm in em_alert that the field mapping rule is working.
    4. Enable Threshold in the event rule created previously.
    5. Create em_event and confirm in em_alert that the field mapping rule is not working.

    Field Service Management

    PRB1355004

    Errors in system logs originating from the base instance client script
    1. Navigate to wm_order.list.
    2. Click the New button and create a new work order.
    3. Fill in the required fields and click submit.
    4. Open the work order that was just created.
    5. Navigate to the system log and note that the following errors appear:
      • Script: AppointmentBookingAjaxUtil not found in scope: global
      • HTTP Processor class not found: com.glide.processors.xmlhttp.AppointmentBookingAjaxUtil: no thrown error

    Field Service Management

    PRB1372342

    The My Dispatch Map module does not work as expected for some users The dispatch map stops working after the filter is updated when there are a large number of agents.

    Field Service Management

    PRB1372450

    Inconsistent behaviors with Team Calendar when creating events Sometimes the event is not created after clicking Save and Exit on the create event dialog in Team Calendar.

    Flow Designer

    PRB1361536

    KB0787203

    When using the Test UI action to pass in a JSON-formatted input of type 'String', nothing is passed as a runtime value The action works as expected when part of a flow or subflow.

    Refer to the listed KB article for details.

    Flow Designer

    PRB1375180

    Dynamic template values persist and are passed to flow executions even after changing the dynamic choice input
    1. Launch Flow Designer.
    2. Create a flow for the Adobe Experience Platform spoke.
    3. Add the action Load Entity Data.
    4. Fill in the inputs.
    5. Change the input choice field Schema value to Loyalty Members.
    6. Observe the dynamic template values UI, old values are cleared but not fields.
    7. Add a new dynamic template value and run the flow.

      Observe the dynamic template values passed in the execution.

    Expected behavior: The newly provided input values should be passed as dynamic template values.

    Actual behavior: The values provided to the dynamic template are related to the old schema.

    Flow Designer

    PRB1376956

    Choice lists are showing an installed plugin's language even if the platform is set to English
    1. Install a French plugin on the instance.
    2. Navigate to Flow Designer.
    3. Create a flow.
    4. Add a base instance action log.
    5. Select a log level and observe that they are in French.

    Flow Designer

    PRB1378321

    Object variables are shown with previously selected data pills
    1. Launch any New York Patch 4 instance.
    2. Navigate to Flow Designer and create an action with input & output as Array.Object (e.g., Action 1) and include other fields.
    3. Create another action with inputs of type Array.object (e.g., Action 2).
    4. Navigate back to Flow Designer, launch Action 1, and provide values.
    5. Drag and drop the data pills for the string variables inside the object.
    6. Save the flow.
    7. Remove the data pills for string variables and enter text for all the string variables.
    8. Save the flow.

    Expected behavior: User-entered text should be displayed.

    Actual behavior: The flow shows the previously selected data pills, instead of user-entered text data.

    Forms and Fields

    PRB1357785

    KB0759078

    g_form getIntValue() and getDecimalValue() do not work correctly for read-only currency fields that use commas as decimals g_form getIntValue() and getDecimalValue() do not work correctly for read-only currency field which uses comma as decimal. It treats the comma as a comma and not a decimal. The issue occurs when the currency field is read-only and when the locale is set to somewhere that uses commas in place of decimals.
    1. Set the system property: glide.system.locale to de.DE.

      This replaces the decimal point to decimal comma.

    2. Add a currency field to any form (e.g., Incident).
    3. Populate the currency field with value: 600,10 (which is essentially 600.10).
    4. Save the record.
    5. Navigate to the dictionary record of the currency field and set the field to read-only.
    6. Come back to the record from step 4.
    7. Open browser console and run the following script:-
      g_form.getIntValue('<currency_field>');Expected: 
      600 // Returned: 60010- g_form.getDecimalValue('<currency_field>');

    Forms and Fields

    PRB1363705

    Agent Workspace users should not need the template_editor_global role to be able to see templates in Workspace forms

    Forms and Fields

    PRB1372602

    When the HTML field contains full width signs (for example, :, &), characters are garbled in Printer friendly version
    1. Create a table.
    2. Add a column to the table created in Step 1 with the following settings:
      • Type: HTML
      • Column label: Comments
    3. Create a record in the table.
    4. Enter ':, &,()' to the comments (copy and paste these signs).
    5. Click Submit.
    6. Open the record.
    7. Navigate to Settings > General > Printer friendly version.
    8. Click Click to Print.

    Notice that the signs are garbled.

    Forms and Fields

    PRB1372977

    HTML fields that are rendered read-only by a UI policy or client script, and are not on the currently selected tab when a form loads, will not display content In the New York release, read-only HTML fields that are not on the currently selected tab when a form loads will not display content. This applies to various forms (incident, problem, etc.).
    1. Ensure you have tabbed forms enabled in the Forms section of the System Settings.
    2. Import UI policy and policy actions to make the Workaround and Fix notes fields read-only when the problem is closed.
    3. Navigate to any open problem in the instance.
    4. Work through the problem flow and add text to the Workaround and Fix notes fields.
    5. When the problem record is closed, select the Analysis Information tab and refresh the page.

      Observe the workaround text is displayed.

    6. Click the Resolution Information tab and notice the fix notes are not displayed.

    Expected behavior: The HTML field should display contents when the tab containing the field is selected.

    Actual behavior: The HTML field displays no content.

    Guided App Creator

    PRB1357779

    Error creating a workspace when ITOM Operator workspace is installed When the Operator Workspace plugin (com.itom-noc-app) is installed, creating a workspace throws an error.

    On an instance without Operator Workspace (com.itom-noc-app) installed:

    1. Using GAC, create a new app, including a table and a workspace.
    2. Activate Operator Workspace (com.itom-noc-app).
    3. Using GAC, create another app with the same steps.

      Observe a new checkbox (Operator Workspace) that wasn't there before. When the workspace is created, it will show the error 'Required param to lookup sys_ux_lib_component missing or invalid'.

    If the user clicks Continue to proceed, it shows that the URL is already in use, and the user gets stuck here.

    Human Resources Service Management

    PRB1370325

    HR users cannot read the parent case for the task assigned to them When a user tries to navigate to the Employee Service Center and clicks To-dos in the top right of the portal page (/esc), errors are displayed.
    1. Impersonate the affected user.
    2. Navigate to the Employee Service Center.
    3. In the top right of the portal, select the To-dos icon.

    Errors are displayed.

    Human Resources Service Management

    PRB1373726

    When the Instructions field is blank on the sn_hr_core_fulfillment _instructions form, the word 'null' appears on the HR Case sn_hr_core_case record In New York, the Instructions field on the sn_hr_core_fulfillment _instructions table is mandatory. This table did not exist prior to New York, but in previous versions this was the Fulfillment instructions field on the 'sn_hr_core_service' table and was not mandatory.

    Human Resources Service Management

    PRB1375320

    The Create New Case'page is loading HR services slowly The Create New Case page may load HR Services slowly if the instance has the sn_hr_core.include_elevated_roles property set to true, a user has many roles, and many HR services.
    1. Install the HR Scoped application.
    2. Create 200 HR services.
    3. Add 1,000 roles to a user.
    4. Impersonate that user, and navigate to the Create New Case page.
    5. Open the network tab to search and select the user.

    Notice the services are not available for a while (30+ seconds in some cases).

    Knowledge Management

    PRB1367726

    Knowledge base article contents stretch to the right without the scrolling bar in Service Portal

    Lists

    PRB1316682

    KB0743732

    Unable to add the related field column to a list report by dot-walking Users are unable to add the related field column to a list report by dot-walking. The selected column does not render on the report and disappears from the selected list of columns. The behavior is seen in the new UI report designer.

    Refer to the listed KB article for details.

    Live Feed

    PRB1354907

    Null pointer exception appears in logs when the record in domain A gets updated by a user in domain B while another user from domain B is following that record Null pointer exception is seen in the logs when the record in domain A gets updated by a user in domain B while the other user from domain B is following that record.
    1. Create two users in the domain A, msp_user and mspuser,1 with itil roles.
    2. Create a test incident in domain B.
    3. Use a separate browser and log in as mspuser1.
    4. Follow the incident that was just created as mspuser1.
    5. Use an incognito window and log in as the msp_user.
    6. Update the worknote as msp_user.

    Check the system logs and notice the null pointer exception.

    MetricBase

    PRB1343593

    Slushbucket is very slow to load with large number of metrics on the table When building a UI and including a list of table columns, adding a large number of metrics can cause performance issues and high instance response time.
    1. Create 5000 metrics on cmdb_ci_computer.
    2. List cmdb_ci_computer and click one CI.
    3. Navigate to Form Layout.

    Observe 1+ minute page load time.

    MetricBase

    PRB1374858

    The top() transform in Reporting delivers unexpected behaviors The default top() transform returns the highest value at each time point for all series in the query for the given time range.

    MID Server

    PRB1374206

    The MID Logs viewer can cause an instance outage when there are a large number of MID Servers The API_INT semaphore exhaustion, due to downloading all logs at once for all MID Servers, causes problems for the UI and other features. Loading this page triggers the download of all logs and configuration files for 'Status=Up' MID Servers, which can be over 100MB per MID Server.

    Mobile - Service Catalog

    PRB1371447

    The Now Mobile app does not display all the catalog categories when See All is selected from the Browse Services applet When selecting the See All action from the Browse Services applet in the Now Mobile app, the resulting list only shows 19 items, regardless of how many items there actually are.
    1. In a New York instance, navigate to Now Mobile App > Catalogs and ensure the Service Catalog appears in the list. If not, click New to add it.
    2. Navigate to sys_sg_item_section_list.do and filter the list where Destination Screen is Browse Services ([code][/code]).
    3. Open the record and switch Scope as needed to edit the record, change the Max Items Display Count to a higher number (such as 30).
    4. Save your changes.
    5. Log in to the instance using the Now Mobile app and continue.
    6. Select Services from the bottom navigation bar.
    7. Scroll to the Browse Services section and observe there are many items displayed.
    8. Select See All at the top of the Browse Services section and note that few items are displayed.

    Expected behavior: Selecting See All should display all items.

    Actual Behavior: The See All list is capped at 19 items.

    Mobile Platform

    PRB1380036
    Unable to enable the Location Tracking on mobile apps In New York Patch 3, after the geolocation plugins are activated and the "geolocation tracked" is marked as true in a user's record, when the user signs in clicks "Settings", there is an option to enable geolocation tracking ("Location Tracking"). However, starting from New York Patch 4, that option is no longer available.

    NLU Model Builder

    PRB1358454

    NLU Model Builder UI is showing only 20 vocabulary entries When creating an NLU model in NLU Model Builder, users can continue to add entries, but the UI only displays 20 entries at a time.

    Patterns

    PRB1379382

    The AWS Datacenter discovery pattern does not return 'Region' values The AWS Datacenter discovery pattern changed so users with an AWS C2S account will be able to discover their C2S environment.

    Performance Analytics

    PRB1364705

    Analytics Hub filter and 'All' are not shown fully in Chrome Analytics Hub's filter and 'All' are not shown fully and the filter button does not work in New York in Chrome.

    Project Management

    PRB1346471

    Tasks are disappearing during the date recalculation when fire_br is turned on
    1. Navigate to the pm_console table.
    2. Navigate to the Planned duration field and check that Fire BR on Save is set to true.
    3. Navigate to the planning console and create a project.
    4. Create 15 tasks under that project.
    5. Change the preference for the time line to 'Auto Fit'.
    6. Change the duration of each task to 10 days.

    Notice that the last task disappears.

    Project Management

    PRB1350434

    KB0752970

    If the duration of a task or project falls into a holiday or excluded schedule of the next week, the duration is calculated incorrectly
    1. In the schedule, have an excluded entry for a day (Mon to Fri). For example, Jun 27th 2019 Thursday, and add it as an excluded schedule entry.
    2. Create a task and have start and end date as Jun 21st 2019 Friday.

    Expected behavior: The duration needs to be 8 hours (or as per schedule).

    Actual behavior: The duration is 6 hours 34 minutes.

    Project Management

    PRB1360110

    The planned start date is not rolling up on Parent Project tasks The planned start date on a child project task is not rolling up to the parent project task.

    Project Management

    PRB1370261

    Two Submit buttons are visible while creating a project Duplicate UI action from the pm_project table displays for project records in a New York instance. The Submit UI action shows up twice if the Project Workbench plugin is active.

    Project Portfolio Management

    PRB1358430

    Timeline view on the Investment Portal is not working
    1. Log in to an instance as admin.
    2. Open the Investment Portal.
    3. Choose the Qualified Demands view.
    4. Click on the Timeline tab.

      Observe that the timeline view does not display and the whole area of the screen under the widgets appears blank.

    5. Click Edit.
    6. Add a project filter.
    7. Click the timeline view.

    Everything displays normally.

    Reporting

    PRB1316333

    KB0782908

    The month columns are sorted incorrectly in the time series report with multiple datasets when switching to a different language other than English When switching to a different language other than English and there are two or more months where the first letters are identical, the month columns are sorted incorrectly in the time series report with multiple datasets.

    Refer to the listed KB article for details.

    Reporting

    PRB1350193

    Error occurs when generating a time series report in a non-English language against a [task] or child table with the Per Day option Time series on a table extending [task] and using the Per Day option are giving the following errors when they are run in a non-English language: 'ERROR: Cannot generate chart data:Chart series summary generation failed' and 'ERROR: Impossible de générer le rapport. Échec de la génération d'un résumé de séries de graphiques null.' The issue is only observed when selecting the Per Day option. The reports work fine with other combinations (Year, Quarter, Month, Week, Hour, Date).
    1. Install a language plugin.
    2. Create a new report with the following items selected:
      • Table: Incident
      • Type: Time Series > Column
      • Trend by: Closed
      • Per: Day
      • Aggregation: Count
    3. Run the report.
    4. Switch to the language installed.
    5. Run the report.

    Expected behavior: The report should run without any error.

    Actual behavior: The report errors out.

    Reporting

    PRB1360171

    KB0779009

    When updating the bar chart color option from 'one color' to 'use color palette' and saving the changes, the selected option is not persisting In New York, users are unable to save the chart color palette while editing a report. Report chart color settings are not being maintained and options get reset when users edit the report.

    Refer to the listed KB article for details.

    Reporting

    PRB1371913

    KB0786326

    Dangling records in sys_ui_view and sys_ui_list cause database contention An increased number of queries against sys_ui_list is causing database contention, unnecessary temporary sys_ui_list records are created, and stale records are not cleaned.

    Refer to the listed KB article for details.

    Reporting

    PRB1377036

    The x-axis labels are not translated to the language selected by the user
    1. Create the main report as follows:
      • Table = Incident [incident]
      • Type = Time Series
      • Trend by = Opened
      • Per = Month
      • Aggregation = Count
    2. Change the language to German.

      Observe the x-axis labels.

    Expected behavior: The x-axis labels should be translated to the user selected language.

    Actual behavior: The x-axis labels are always displayed in English.

    Resource Management

    PRB1351550

    Dates in the Resource Finder are not presented in order when users create a new card with no projects or demands in the allocation workbench

    Resource Management

    PRB1363933

    Resource reports are not translated into Chinese/Simplified Chinese
    1. Install the Chinese and Simplified Chinese language plugin.
    2. Log in to the instance and set the instance language to Chinese.
    3. Navigate to Resource Reports.

      The report type will show the translated options.

    4. Click the Entity type and notice that the choices are not present.
    5. Set to any other language, and notice that the choices for the Entity type show up correctly.

    Expected behavior: When the language is set to Chinese, the Entity type should show the list options.

    Actual behavior: When the language is set to Chinese, the Entity type does not show any option.

    Schedules

    PRB1372256

    The scrollbar overlaps the arrow icon on a schedule page, which prevents it from being clicked On any schedule page (show_schedule.do) when the browser is resized and introduces a vertical scrollbar, this scrollbar will overlap with the 'Next' arrow icon, which prevents it from being clicked. This only occurs in IE11 browser.
    1. Using IE11 browser, log in to a Madrid or New York instance.
    2. Open any schedule page.
    3. Resize the browser window so a vertical scrollbar appears.
    4. Hover over the next arrow icon located top right corner of the page.

    The vertical scrollbar appears and overlaps the next arrow icon, which prevents it from being clicked.

    Search UX

    PRB1379291

    The Search Suggestions plugin shows as 'In development' on user instances The state='Development' attribute was never removed from the com.glide.search.suggestions plugin. Users are unable to activate the plugin, which is listed as 'In development'.
    1. Navigate to the plugin list.
    2. Search for com.glide.search.suggestion.

    Observe the state is 'In development' and cannot be activated.

    Service Catalog

    PRB1355963

    Updating sys_user.last_login_time causes unnecessary cache synchronizations against caches in user_items_cache and user_categories_cache

    Service Catalog

    PRB1366661

    KB0790024

    When using setDisplay to hide a multi-line variable, the label is not hidden if you do not have the write access Multi-line text variables are not properly being hidden. Catalog variable labels are still visible when setDisplay() is false and request items are displaying variable label for non-admins.

    Refer to the listed KB article for details.

    Service Catalog

    PRB1369331

    KB0787378

    Saving the RITM form after marking variables as ReadOnly using setVariablesReadOnly(true) or setReadOnly('variableset','true') removes the rows from the table Saving the RITM form after marking variables as ReadOnly using setVariablesReadOnly(true) API is removing the rows from the table.

    Refer to the listed KB article for details.

    Service Catalog

    PRB1373866

    g_form.showErrorBox and g_form.showFieldMsg work differently on catalog client script after upgrade g_form.showErrorBox and g_form.showFieldMsg work differently in London and Madrid than in New York on catalog client scripts. In London and Madrid, showErrorBox messages would be cleared if no further errors are encountered. After upgrading, showErrorBox messages are still present on screen even if the script encounters no error.
    1. Open the catalog item.
    2. Select Try It.
    3. Add admin in the User ID and Validate ID fields.

      Observe how g_form.showErrorBox and g_form.showFieldMsg work differently.

    Expected behavior: showErrorBox should get cleared out when showFieldMsg is executed.

    Actual behavior: showErrorBox does not get cleared out, and appears along with showFieldMsg.

    Service Catalog

    PRB1375717

    Public catalog item content is visible even when public use criteria is not added to the item
    1. Ensure that com.glideapp.servicecatalog_cat_item_view is set to Public (in sys_public table).
    2. Consider any item, such as a standard laptop.
    3. Try to access the catalog item without logging in.

    Expected behavior: The page should show the error message 'You are either not authorized or the cart item is invalid'.

    Actual behavior: The page shows all catalog item content.

    Service Catalog

    PRB1378100

    KB0793255

    A lookup select box variable with a reference qualifier will throw a NullPointerException when using getDisplayValue()

    Refer to the listed KB article for details.

    Service Mapping

    PRB1350444

    Fields added to CI table to avoid recomputation for flapper values Two additional columns should be added to the sm_ci_field_data table: 'Rejected count', to show how many times the flapper value failed to update in the model, and 'Last rejected value', to show the value that was rejected.

    Service Mapping

    PRB1351382

    Calculation of the required confidence level to activate a strategy on a CI change is incorrect This issue causes strategies to become active when their confidence level is 75% instead of 90% for CIs that are associated with 5 services or less. This makes it harder to understand the flow for blocking flapper CI changes from entering the service model.
    1. Create a service.
    2. Select a CI and make updates to the Name field, making sure the changes are only upper/lower case changes (so the case sensitivity strategy will be relevant).
    3. Run the strategies job after each change.

    When the confidence level of the strategy reaches 75%, the values are blocked from the model.

    Service Portal

    PRB1337667

    KB0748014

    Service Portal theme CSS includes are not loaded as separate files but are embedded in HTML From Madrid onwards, Service Portal theme CSS includes are not loaded as separate files but are embedded in HTML using the style tag. If includes are large, performance is impacted.

    Refer to the listed KB article for details.

    Service Portal

    PRB1351971

    DateTime value is not setting properly in mobile web view when the user is in a different date format The date picker in the Now Mobile app does not work with the format dd-MM-yyyy, resulting in an 'Invalid date' error.

    Software Asset Management Professional

    PRB1320979

    The user subscription license metric does not license subscription records when the Assigned to column is empty When reconciliation runs, the user subscription license metric will not license subscription records if the Assigned to column is empty. Subscriptions should consume licenses regardless of the value of their sys_user reference.
    1. Create two samp_sw_product_definition records having same publisher part number (PPN) and DMAP, one active=false and the other active=true.
    2. Run the Office 365 or Adobe job, which consumes this PPN to create a software model.

      Observe that the job method getSoftwareModel picks the first samp_sw_product_definition record.

    Expected behavior: Office 365 and Adobe getSoftwareModel should only lookup the active=true samp_sw_product_definition.

    Actual behavior: Because this record is active=false, the getSMFromProductDefinition method returns undefined and the software model does not get a reference for the respective subscription.

    Software Asset Management Professional

    PRB1358214

    Suite support for server calculators is missing in Microsoft Server calculators

    Software Asset Management Professional

    PRB1368415

    Oracle Database Options usage data is not being collected on UNIX/Windows environments

    Software Asset Management Professional

    PRB1369168

    When inferring whether a suite is installed on a device, install conditions on the suite component are not considered

    Software Asset Management Professional

    PRB1373555

    Selected capabilities and applications in the IBM License Metric Tool (ILMT) connection are not being used while selecting a MID Server Users are unable to select a particular MID Server in connection if they have multiple MID Servers and have installed an ILMT certificate in only one MID Server.

    Software Asset Management Professional

    PRB1376438

    Name column values get trimmed to 40 while CDS data flows from CS to CI and GOLD Discrepancy in the data model length of the Name column in the product category tables for Customer Support (CS), Configuration Item (CI), Content Data Service (CDS), and GOLD.
    1. Navigate to product category table in CI and CS instances.
    2. Verify the data model length of name column.

    Expected behavior: Both should be the same length.

    Actual behavior: Length in CS is 120 while length in CI is 40.

    Software Asset Management Professional

    PRB1376926

    Office 365 and Adobe getSoftwareModel should look up only active PPNs Office 365 and Adobe getSoftwareModel method return is undefined if there is a SKU that has two samp_sw_product_definition records, one active=true and the other active=false. Office 365 and Adobe getSoftwareModel should only look up the active=true samp_sw_product_definition.

    Tables and Dictionary

    PRB1377084

    Duplicated table names are created during the hybridization, and errors occur for the table hybridization Duplicated table names are created during the hybridization, and the hybridization process fails.

    Time Card Management

    PRB1369650

    A time card with hours on Monday result in Time Card Daily records that incorrectly show those hours on Tuesday The table time_card_daily record is not linked correctly to time_card record. Time Card Daily records are incorrect when the time card's Week starts on value is a Monday.
    1. As any user, create a new time card.
    2. Add time to the Monday field.
    3. Complete any other required fields on the time card.
    4. Submit the time card.
    5. Approve the time card. (Impersonate a user with permissions to approve time cards, if needed).
    6. Return to the created time card.

    Observe that there is a date discrepancy in the created Time Card Daily records. The date on the Time Card Daily record with the time entered for 'Monday' will be the date for the Tuesday of that week.

    Upgrade Engine Issues

    PRB1366717

    Base versions aren't being provided for customized records after upgrade when the upgrade uses change_list logic provided in New York

    Upgrade Engine Issues

    PRB1366723

    Users are unable to determine which records are customized but unchanged by the upgrade Unchanged and customized records are no longer distinguishable from unchanged records in sys_upgrade_history.do when change_list logic is used.
    1. Log in to a New York Patch 1 instance.
    2. Commit the update set provided containing customized records.
    3. Upgrade instance to New York Patch 1 Hotfix 1 instance.
    4. Navigate to sys_upgrade_history.do for current upgrade.
    5. Open the Customizations Unchanged tab and search for records.

    Expected behavior: User should see customized records that were unchanged in the Customization Unchanged tab.

    Actual behavior: Users do not see customized records that were unchanged in the Customization Unchanged tab.

    Upgrade Engine Issues

    PRB1367292

    UpdateSet commit is printing excessive logs UpdateSet commit is printing excessive logs which causes confusion for users during the system upgrade.
    1. Create an update set on one instance.
    2. Import the update set to another instance.

    Observe the logs, which will print a message for each update set commit.

    Usage Analytics

    PRB1365050

    start_month and end_month fields in the ua_user_ct_count table don't get populated, which causes corrupted data to appear on the App Engine dashboard Incorrect data on App Engine dashboard due to incorrect data on the ua_user_ct_count'table.
    1. In a Madrid instance, create custom tables and assign the user roles to users.
    2. Upgrade the instance to newer releases, the data in ua_user_ct_count won't populate the start_date and end_date columns.
    3. Create more custom tables and assign user roles to users, which will populate the ua_user_ct_count with newer roles and count which is incorrect.

    Usage Analytics

    PRB1369968

    Upgrade to New York is causing definitions to be turned off After upgrading to New York, count cfg definitions are being turned off and stop reporting data. This is affecting licensing data collection.

    VA-Web Client

    PRB1374549

    Localization issues on web client
    1. On an instance with VA enabled, start a conversation (user's language must be something other than English).
    2. After VA greetings, type a keyword like 'live agent' or enter a record number.
    3. VA prompts options.

    Expected behavior: All options are localized.

    Actual behavior: All options are not localized.

    Vendor Risk Management

    PRB1375493

    Changes needed to make the Vendor Core plugin work with the new version of VRM Make changes to the Vendor Core plugin to allow the scoped app to delete vendor contacts. When the new Vendor Portal is active, the links to the old portal should be redirected to the new Vendor Portal.

    Virtual Agent Platform

    PRB1355463

    If guest users contact support in Virtual Agent and then refresh their browser, their connection to the agent is lost
    1. Install the VA plugin and Connect Support.
    2. Set up VA to work with Connect Support.
    3. As a guest user, navigate to the VA client.
    4. Use the options in the top-right corner to contact support and click Contact Live Agent.
    5. As an agent, accept the chat.
    6. As the end user, refresh the page.

    Expected behavior: The existing conversation should be restored since this is the same guest session.

    Actual behavior: The conversation is lost.

    Virtual Agent Platform

    PRB1362819

    VA client should ask 'Is there anything else?' after providing a response instead of 'Thanks for chatting with me!' Issue happens occasionally, as the VA client usually responds with 'Is there anything else I can help with?' and a choice for 'Yes' or 'No.' However, sometimes the client immediately replies with 'Thanks for chatting with me!' after providing the response to the utterance.

    Virtual Agent Platform

    PRB1373656

    Virtual Agent conversations performance issues

    Virtual Agent Platform

    PRB1373969

    Database queries related to the conversation server degrade instance performance over time for high volume anonymous guest chats

    Virtual Agent Platform

    PRB1376878

    Messages are not sent during the creation of a new conversation Messages are sometimes stuck in pending. This occurs during the creation of a new message.

    Virtual Agent Platform

    PRB1378187

    Requests are not being released from the Async Queue when it gets filled during a load test

    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.

    • New York Patch 4 Hotfix 1a
    • New York Patch 4 Hotfix 2
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      New York Patch 5

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      New York Patch 5

      The New York Patch 5 release contains important problem fixes.

      New York Patch 5 was released on January 16, 2020.
      Build date: 01-14-2020_1535
      Build tag: glide-newyork-06-26-2019__patch5-12-24-2019
      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.

      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.

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

      Overview

      New York Patch 5 includes 143 PRBs fixed in various problem categories. The chart below shows the top 10 problem categories.

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

      Security-related fixes

      New York Patch 5 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 5, refer to KB0788995.

      Changes in New York Patch 5

      Change Management release notes
      • Agenda items paging in CAB workbench

        Use the previous page, first page, and next page navigation options to view the list of agenda items in pages of 40 and in the order of priority. This option is enabled when there are large number of agenda items to be displayed. The number of items to be displayed in the agenda page is not user configurable and is limited to 40.

      • Search attendees in CAB workbench

        Use the search facility in the Attendees modal dialog to search for a particular attendee and the presence.

      • Before upgrading to latest version, the recommended approach to upgrade is to make sure all widgets are reverted to OOB after upgrade, and clear the cache for all browsers that access the CAB Workbench.
      MID Server system requirements, Install a MID Server on Linux, Install a MID Server on Windows

      Testing showed that the MID Server works as expected with Oracle Java 11 version 11.0.5 and Oracle JRE 8 version 1.8.0_231. However, Oracle JRE 8 version 1.8.0_231 requires the workaround described in the HI Knowledge Base article MID Server running Oracle JRE version 8 [KB0784442]. In order to use Java 11 on Windows MID Servers, refer to Install Java 11 on Windows MID servers [KB0752451].

      Read Replicas
      Read Replica optimizations have been made to support additional types of read replicas. These optimizations will be available on a limited basis.

      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

      Dashboards and Home Pages

      PRB1344040

      Translation issues with newly created dashboard tabs
      1. Switch the language to French, for example.
      2. Create Dashboard 1 with two tabs (New Tab 1, New Tab 2).
      3. Create Dashboard 2 with two tabs (New Tab 1, New Tab 2).
      4. Rename New Tab 2 in Dashboard 2 to 'Renamed'.
      5. Open Dashboard 1.

      Expected behavior: Dashboard 1 should still have two tabs named 'New Tab 1' and 'New Tab 2'.

      Actual behavior: The content of the two tabs in Dashboard 1 is still the same, but the second tab is renamed to 'Renamed'.

      Authentication - SSO

      PRB1375666

      Slow memory leak due of a large number of SAML metadata import threads, causing intermittent/poor performance The node responds to HTTP requests, but the access with the browser produces empty screen/intermittent sluggish transactions.

      Forms and Fields

      PRB1361984

      KB0779351

      In New York, the multiline text field does not automatically expand if it is a read-only text field
      1. Add a Description field on any incident form.
      2. Open a closed incident as an admin and enter a lot of text in the Description field.
      3. Impersonate the user it is assigned to, and open that incident from both IE11/Microsoft Edge and Chrome.

      Expected behavior: Either the Description field should re-size according to the size of text, or a resize option similar to Chrome should be given, so user can re-size the field in IE11.

      Actual behavior:

      • Resize option to the field exists in Chrome and Firefox.
      • Resize option doesn't exist in IE11/Microsoft Edge. Only 3 lines are displayed in the description, and the user has to scroll up and down, which makes it hard to the user to read that text.

      Performance Analytics

      PRB1358400

      KB0777681

      The New York upgrade of the Performance Analytics (PA) content for Configuration Management Database (CMDB) may cause performance degradation

      Refer to the listed KB article for details.

      Security Access Control Lists

      PRB1321862

      KB0786565

      Activation of the CSM plugin through datacenter does not add the snc_ role to ACLs Activation of the CSM plugin should add the snc_ role to all the ACLs with no roles defined. However, a few records are skipped.

      Refer to the listed KB article for details.

      All other fixes

      Problem Short description Description Steps to reproduce

      Activity Stream

      PRB1373712

      Users are not able to close the Activity Stream flyout when using the latest version of Chrome browser The chevron and the title 'Activity Stream' are missing in the Show Activity Stream flyout when using the latest Chrome browser - version 78.0.3904.##. It is not possible to close it without refreshing the browser.

      Advanced Work Assignment

      PRB1364391

      Duplicate work items created for the same interaction

      Advanced Work Assignment

      PRB1376049

      AWA Agents are set to 'Offline' unexpectedly while still using Workspace When a user in Agent Workspace refreshes their web browser, they may set the Inbox status to 'Offline' unexpectedly, despite being 'Available' before refreshing.
      1. Log in as an agent on an instance where many other agents are simultaneously online.
      2. Refresh the page, as 4 different agents.

        Observe that those agents are still online.

      3. As a 5th agent, refresh the page between 1 minute and 1.5 minutes after the other agents were refreshed.

      Expected behavior: All agents remain online, unless they log off later.

      Actual behavior: Frequently while refreshing, an agent will be set to Offline unexpectedly.

      Advanced Work Assignment

      PRB1378895

      Record watcher responders missing after an upgrade
      1. Upgrade instance to a newer patch or hotfix.
      2. Observe that one or more of the three record watcher responders for a service channel often gets removed during the upgrade.

      This issue also occurs unpredictably throughout the normal course of using the instance.

      Agent Chat

      PRB1361439

      Automated chat messages are being localized for the agent, not the requester
      1. Set up the instance so that the AWA fulfiller is in English and the requester is in Dutch.
      2. Add translations for the messages that appear in the Interaction 'Assigned To' changes business rule.
      3. Initiate a chat as the Dutch user.

      Expected behavior: Messages are sent in Dutch.

      Actual behavior: Messages are sent in English (i.e., using the agent's language).

      Agent Chat

      PRB1368753

      Chat text not updated immediately when users enter text in Agent Workspace chat using an Edge browser
      1. Activate chat in the Agent workspace.
      2. Log in to any New York Patch 1 Hotfix 1 base instance using the Edge browser.
      3. Open Agent Workspace and initiate a chat.
      4. Try to enter the text in the chat box.

      Expected behavior: The chat text should reflect immediately when typing in the chat box.

      Actual behavior: Long wait time for the text to reflect in the chat box area.

      Agent Workspace

      PRB1370782

      ACLs with the 'current' object are not working in Agent Workspace (breaking various use cases like applying templates, etc.) The 'current' object in ACLs is not configured correctly and returns faulty values when templates are applied in Agent Workspace.

      Agent Workspace

      PRB1372319

      Global search in Agent Workspace becomes unresponsive after the first search Global search in Agent Workspace becomes unresponsive after the first search and users are unable to clear the search keyword until they refresh the browser.
      1. Log in to the instance.
      2. Navigate to Agent Workspace.
      3. In the global search, search for any incident.
      4. The search returns the record successfully.
      5. Attempt to click the X or delete the search term.

      Expected behavior: Users should be able to clear the search keyword by clicking the X button, or manually deleting the search keyword.

      Actual behavior: Users are not able to delete the search keyword manually, or use the X button to clear the search keyword.

      Agent Workspace

      PRB1374358

      If the interaction is created from Agent Workspace, it creates a new interaction-related record but does not associate it with the interaction If users are creating interaction records from Agent Workspace, it creates the interaction-related record but it does not point to the interaction. The interaction value stores as 'sys_id = -1'.
      1. Navigate to a Madrid or New York instance.
      2. Navigate to Agent Workspace.
      3. Create a list with the interaction table if the list does not exist on the interaction table.
      4. Click New and create an interaction with mandatory fields.
      5. Navigate to the platform view and navigate to the interaction_related_record.list table.

      Notice that the new interaction-related record points to an empty interaction.

      Note: When you create the new interaction from the platform view, it does not create the interaction-related record.

      Agile Development

      PRB1374889

      When the High Security plugin is not installed, the backlog on the Agile board doesn't escape '{SP} and '{AMP} tags
      1. Log in to an instance where the High security plugin is not installed.
      2. Install Agile Development 2.0 and unified backlog plugins.
      3. Navigate to Agile Board > Backlog.

      You will notice the &nbsp.

      Application Installation Engine

      PRB1368555

      Tables defined in multiple plugins may install in the incorrect scope during the out-of-band app install

      Application Navigator & Banner Frame

      PRB1374896

      No focus identification on the currently selected favorite
      1. In the instance, select the Favorites tab of the navigator.
      2. Select the tab to move to the first favorite and note that it does not gain input focus.
      3. Select the tab again and you will see the Remove this item button with focus.

      Shift + Tab will return focus to the first favorite, but it will still not have input focus.

      Approvals

      PRB1372344

      The Approval History field is empty for the Approval - Group action
      1. Log in to any New York instance.
      2. Create a flow designer with Approval user and Approval group actions.
      3. Attach the flow designer to any available item.
      4. Submit the item.
      5. Add the Approval history field to the requested item form.
      6. Request for approval/approve the request on the record with both approval user and approval group.

      Notice the Approval History field is empty.

      Approvals

      PRB1373648

      When using a reference qualifier in a variable, the approval summarizer UI macro displays 'null' for the variable Variable field value is showing 'null' in the approval summarizer if a reference qualifier is used in the variable definition.

      Appsec – Platform Dev

      PRB1366776

      glide.ui.concourse.onmessage_ enforce_same_origin_whitelist is classified as non-compliant in the instance security center
      1. Open ISC.
      2. Click Hardening.

      Verify it will be non-compliant.

      Appsec – Platform Dev

      PRB1373979

      The recommended value is listed as true in the Hardening Configuration table (appsec_hardening_configurations) Configurations glide.attachment.blacklisted.types and glide.attachment.blacklisted.extensions have the recommended value listed as true, which is different from the recommended value in the Hardening guide. Because the recommended value is incorrect, the compliance state shows 'Fail'.
      1. Navigate to the instance.
      2. Navigate to the Hardening Configurations table (appsec_hardening_configurations).
      3. Search with a name that contains 'blacklisted'.
      4. Configurations glide.attachment.blacklisted.types and glide.attachment.blacklisted.extensions have the recommended value true listed, which is different from recommended value in Hardening guide.

      Because the recommended value is incorrect, compliance state shows 'Fail'.

      Assessments

      PRB1377705

      The normalized value is incorrect in metric category result
      1. Navigate to Assessments > Metric Definition > Types.
      2. Create an assessment, a metric category, and a metric with datatype Yes/No.
      3. Set Scored to be True and set the metric's correct answer to be No.
      4. Assign the assessment to Abel Tuter.
      5. Impersonate Abel Tuter.
      6. Navigate to Self-service > My assessments and surveys.
      7. Take the assessment with answers to be Yes (the question is answered incorrectly).
      8. Impersonate System Administrator.
      9. Find out the category result by asmt_category_result.list.

      Observe the normalized value in assessment category result is 100, which is incorrect.

      Asset Management

      PRB1354019

      Incorrect software models created automatically when the "Automatically create software models for all 'licensable' products" property is true

      Asynchronous Message Bus

      PRB1362325

      The chat client isolated in its own window loses the session due to a lack of HTTP activity The chat client, when isolated in its own window with only web sockets traffic, will eventually time out due to the HTTP session expiring.

      Asynchronous Message Bus

      PRB1375617

      The AMB JS Client does not properly clear channel subscription on unsubscribe The AMB JS Client only removes a subscribed channel from the list of subscriptions on a window unload event. In certain cases, this could lead to the exhaustion of the AMB_SEND queue. If a user subscribes to many different channels in one life cycle of the client, and that client disconnects and re-connects, it will re-subscribe to all the channels that it had subscribed to at any point in the life cycle of that client (unless it was removed from a window unload event).

      Audit History

      PRB1362813

      Records are inaccessible to a large number of users when frequent updates result in multiple history set rebuilds

      Automated Test Framework

      PRB1372491

      Opening a page that has a setTimeout() call with a string parameter can cause tests to fail unexpectedly Tests fail due to 'TypeError: fn.apply is not a function' or a similar JavaScript error in 'Step Results' after the upgrade. The Automated Test Framework (ATF) is unable to process setTimeout function calls with a string parameter.

      AWA: API

      PRB1373574

      The relationship query for 'Interactions' is inefficient

      AWA: Routing and Assignment

      PRB1356230

      When a user re-queues an interaction multiple times, work items do not get created after the second re-queue
      1. Activate and load the demo data for the Walk-up Experience plugin (com.snc.walkup).
      2. Navigate to Advanced Work Assignment > Presence States and open the 'Available' state.
      3. Add Walk-up to the service channel and enable the active flag.
      4. Create a sys_user with the sn_walkup.walkup_technician role and add them to one of the demo data assignment groups.
      5. Impersonate Walkup User.
      6. Navigate to Walk-up Experience > Walk-up Portal.
      7. Select a location, click Check-in, and fill out the form.
      8. Impersonate the user with the walkup_technician role, and open Agent Workspace.
      9. Set the status to be 'Available' and accept the interaction.
      10. Click the Re-queue UI action.
      11. In another window as \admin, navigate to the awa_work_item list. After five minutes, the interaction state should get reset from 'On Hold' to 'New'.
      12. Return to the awa_work_item list and see that a new work item has been created.

      Expected behavior: A new work item for the interaction gets created.

      Actual behavior: Notice a new work item for the interaction doesn't get created and thus does not appear in the agent's inbox.

      AWA: Routing and Assignment

      PRB1367447

      A work item is created and assigned to an agent, but the state is Queued

      Change Management Conflict Detector

      PRB1376631

      The conflict calendar does not display the correct date and time if the IST timezone is used

      Change Management

      PRB1330929

      The CAB workbench stops working if there are more than 120 attendees and 120 agenda items combined The CAB workbench freezes when there are more than 120 attendees or 120 agenda items and users must refresh the browser for the workbench to work again.

      Change Management

      PRB1374427

      KB0788914

      Users receive a unique key violation error when submitting a change request A unique key violation error appears when the Service field is populated on a change request, change.refresh_impacted. include_affected_cis is false, and Refresh Impacted Services is run.

      Refer to the listed KB article for details.

      Change Management

      PRB1376865

      Remove the condition for Change Approval Policy from the decision table A reference qualifier was added to the sys_hub_flow_logic_input_a9a0bc2b0b2313 009002cab937673ac6.xml file to prevent Change Approval Policy from being listed within the decision table Make a decision action.

      Change Management

      PRB1378157

      If the record watcher responds quickly when starting a meeting, the state of the Change Advisory Board (CAB) will not update immediately
      1. Open a pending CAB meeting as the CAB manager.
      2. Start the meeting.
      3. Repeat until the meeting fails to start or takes more than a few seconds to start.

      Change Management Risk Assessment

      PRB1353793

      The change request impact value is not updating when the risk condition 'Use script values' is true and the script updates the impact via current

      Cloud Management Application

      PRB1357516

      Unable to provision the load balancer using the Azure Resource Manager (ARM) template
      1. Log in to the instance.
      2. Set up an Azure account.
      3. Create a catalog using the ARM template.
      4. Provision the created catalog.

      Expected behavior: The ARM template with load balancer should provision successfully.

      Actual behavior: The ARM template fails at the LB creation step.

      Cloud Management Application

      PRB1368235

      CMP provisioning is not working as expected This was originally tested in London, and provisioning using the Cloud Formation Template fails in the new environment.
      1. Create a catalog item using the Cloud Formation Template.
      2. Submit a provisioning request.
      3. Request fails with an S3 bucket creation error.

      Cloud Management Application

      PRB1368713

      KB0782191

      Stack deployment on Azure fails with an error message While trying to deploy a stack on Azure, users get the following error: '2019-10-08 10:16:54 : Failed to execute API - Failed with status code and message: 401: {"error":{"code":"ExpiredAuthenticationToken","message":"The access token expiry UTC time '10/8/2019 8:16:44 AM' is earlier than current UTC time '10/8/2019 8:16:44 AM'."}} (script_include:CloudRESTAPIInvoker; line 141)'
      1. Set up Cloud Management for Azure.
      2. Deploy a stack on Azure.

      The issue is not reproducible on demand and may occur due to a MID Server - NTP Server sync issue.

      Cloud Management Application

      PRB1370635

      The datacenter URL is not populated for AWS LDCs When datacenter discovery for an AWS account with C2S datacenter URL is triggered, the Datacenter URL field is not populated for AWS Secret Regions (C2S) in the logical datacenter table.
      1. Set up a C2S environment.
      2. Create an AWS service account with C2S datacenter URL.
      3. Perform the datacenter discovery operation from CAPI.
      4. Navigate to the logical datacenter table and check the datacenter URL filed.

      Observe that the datacenter URL is not populated for AWS LDCs.

      Cloud Management Application

      PRB1372935

      KB0786124

      Workflow stages do not appear in the Cloud Management user portal when submitting requests in Japanese If Japanese is selected as the current system language, when submitting requests on the Cloud Management user portal, the request status area does not show detailed workflow stages as in the English language user portal.

      Refer to the listed KB article for details.

      Configuration Management Database (CMDB)

      PRB1358039

      Out of memory error from the CMDB Health Dashboard - Relationship Score Calculation job

      Configuration Management Database (CMDB)

      PRB1372034

      The CMDB Health Dashboard - Relationship Compliance Processor job is not finishing, leading to errors and node restarts

      Connect Chat

      PRB1356109

      User presence list window on a form does not show the scroll bar
      1. Log in to any instance on Madrid.
      2. Open any existing active incident record form.
      3. Log in as different users (more than 15 users) in different browsers (normal + private windows).

      Expected behavior: User list window should have a scroll bar, as the number of viewers increases.

      Actual behavior: There is no scroll bar on user presence list window.

      Connect Chat

      PRB1361136

      KB0791898

      Localization issue with VA chat messages

      Refer to the listed KB article for details.

      Connect Chat

      PRB1364386

      Unload messages from Connect client conversation to prevent CPU and memory spikes in the browser While running performance tests, the client becomes unresponsive at about 2 minutes after loading it (~850 messages). Because the client is keeping all the messages, memory is growing and angular workers cause a spike in CPU and make the client unresponsive.

      Connect Chat

      PRB1371208

      Agent Chat anonymous guest users' interactions get associated with all other guest users

      Connect Chat

      PRB1372506

      The AnonymousChatUtil script include should use GlideAggregate and not GlideRecord for getting the question_answer count

      Core Platform

      PRB1349866

      Events processing on far nodes after node was offline for 7 days

      Core Platform

      PRB1373305

      KB0785035

      Slow query when the sys_trigger table size grows too large, which affects the scheduler performance When the sys_trigger table size grows too large, the query to claim jobs slows down. This reduces number of jobs claimed per second on an average. Index (priority, next_action) is required on sys_trigger table.
      1. Access <instance>.service-now.com/sys_trigger.do and filter for the following:
        • Next action at or before Today
        • State is Ready
        • Trigger type is not On Demand
      2. There will be a large number of records (>100,000).
      3. Access <instance>.service-now.com/stats.do and review the Background Scheduler section, refresh a few times and note that there are available scheduler workers with 'Current job: idle'.

      Customer Service Management

      PRB1373935

      The Needs attention field in a base instance business rule causes the business rule to fail The Needs attention field is included in a base instance business rule in a condition, which is making the business rule fail because this field does not exist in a base instance. The business rule is Mark For Auto Close.
      1. Activate the com.sn_customerservice plugin.
      2. Open the business rule named Mark for Auto Close.
      3. Notice when in global scope you can see the condition of ^needs_attention=false.
      4. Change the scope to Customer Service and notice it disappears (still there in XML).
      5. Navigate to sn_customerservice_case and create a new case and save.
      6. Ensure the State field is on the form.
      7. Change State to Resolved and save.

      Look at XML of the record created in step 5 and notice that auto_close was not set to true. If the user debugs the business rules and repeats steps 5-8, this business rule was skipped.

      Customer Service Management

      PRB1377245

      Add new required definitions for CSM licensing to make all users compliant and provide 2,000 free portal sessions The current definition, which is used to make the aggregation of the total number of portal visits, is not taking into account the number of extra portal visits that the user has purchased. The current professional SKU entitles the user to 1,000 free portal visits, which needs to be changed to 2,000 free portal visits.
      1. Log in to the instance as a user with elevated privileges.
      2. Navigate to Subscription Management > Subscriptions.

      Observe the list of all the SKUs that the user has purchased.

      Dashboards and Home Pages

      PRB1344518

      Dashboard errors with "The entity name must immediately follow the '&' in the entity reference" when the application name contains "&" Dashboard displays the error "The entity name must immediately follow the '&' in the entity reference" when the application name contains "&". This issue occurs in Madrid.

      Dashboards and Home Pages

      PRB1345254

      When there is an ampersand (&) in the value of the interactive filter condition, the interactive filter widget incorrectly changes the displayed value to 'All' when refreshed When a value with an ampersand (&) is defined in a filter condition of the interactive filter, it leads to incorrect behavior in which refreshing an interactive filter widget changes the displayed value in the filter list to 'All' even when a filter is being applied.

      Discovery

      PRB1334206

      KB0749610

      ECC Queue Input records remain on a Ready state, and Discovery never completes caused by insertion to discovery_device_ duplicate_ips or sys_mutex failing due to a unique key violation Sometimes insertion to discovery_device_duplicate_ips fails due to unique key violation, causing the ECC input record to get stuck on Ready. As a side effect, the corresponding discovery status never completes, or gets canceled at the max runtime.

      Refer to the listed KB article for details.

      Discovery

      PRB1351917

      High CPU on worker nodes when Cloud Discovery is running There is a long delay between the Cloud Discoverystart time versus the actual created time on the related Discovery Status (discovery_status) record (delay up to 10 minutes or more). Also, high CPU on worker nodes were noted when Cloud Discovery are running.

      Discovery

      PRB1362830

      KB0786034

      NPE error in FixUnixFamilyModelForPatterns when the LVM pool member record has an empty Storage value In FixUnixFamilyModelForPatterns Script Include, in the function changeLVMPoolMemberName which deals with updating LVM pool member names, users may check to see if the Storage value is possibly empty or null. When running this function against a record that actually has an empty value, it throws an NPE error. Probe-to-pattern migration for Unix will stop working at this point and not complete. Unix classifiers will continue to launch probes.

      Refer to the listed KB article for details.

      Discovery

      PRB1368993

      In the DiscoveryMigrateToPatterns script include, the function should be named 'setPropertyForOSProbes' instead of 'setPropertyForPatterns'
      1. On New York or later instance, install the Discovery plugin.
      2. Navigate to System Properties and check to see if this property exists, or create it if it does not. Set like the following:
        • Name: glide.discovery.ip_based.active
        • Type: string
        • Value: true
        3. Navigate to Scripts > Background and run the test fix script as follows:
        • var fix = new FixWindowsModelForPatterns();
        • fix.addMissingRelationsForWindows();

      Expected behavior: After the migration completes, the system property glide.discovery.ip_based.active should have value as false.

      Actual behavior: After the migration completes, the system property glide.discovery.ip_based.active remains as true.

      Discovery

      PRB1370634

      Discovery schedules cannot be created from a service account because the test account operation is not supporting the URL provided in service account
      1. Set up a C2S environment.
      2. Create an AWS service account with a C2S datacenter URL.
      3. Click the Create discovery schedule UI action in the service account.

      Discovery

      PRB1374155

      Test account operation fails for an AWS service account

      Event Management

      PRB1357927

      NullPointer exception during the execution of the 'Service Analytics group alerts using RCA/Alert Aggregation' job NullPointer exception during the execution of the 'Service Analytics group alerts using RCA/Alert Aggregation' job that is caused by broken relations in CMDB: parent or child as null. Service Analytics group alerts using the RCA/Alert Aggregation scheduled job is running long and alert grouping is not working on the production environment.

      Event Management

      PRB1360588

      KB0788142

      The impact is not shown on the Event Management dashboard and an invalid query returns no rows with error 'Unknown field is_service in table cmdb_ci_service'

      Refer to the listed KB article for details.

      Event Management

      PRB1373882

      Alert List refresh is not working as expected Auto-refresh is not working in Agent Workspace for Alerts. This issue is observed in New York.
      1. Open Alert Intelligence and look at the Alert List.
      2. In another tab, create a new alert.

        Observe that the list will not refresh.

      3. Click refresh manually and the alert appears.

      Event Management

      PRB1375322

      KB0792294

      Event field mapping does not work when Threshold is enabled in the event rule The event field mapping is discarded if users enable the Threshold option and event rules fail. This issue is observed in New York.
      1. Create an event field mapping rule.
      2. Create an event rule with Threshold disabled.
      3. Create em_event and confirm in em_alert that the field mapping rule is working.
      4. Enable Threshold in the event rule created previously.
      5. Create em_event and confirm in em_alert that the field mapping rule is not working.

      Field Service Management

      PRB1355004

      Errors in system logs originating from the base instance client script
      1. Navigate to wm_order.list.
      2. Click the New button and create a new work order.
      3. Fill in the required fields and click submit.
      4. Open the work order that was just created.
      5. Navigate to the system log and note that the following errors appear:
        • Script: AppointmentBookingAjaxUtil not found in scope: global
        • HTTP Processor class not found: com.glide.processors.xmlhttp.AppointmentBookingAjaxUtil: no thrown error

      Field Service Management

      PRB1372342

      The My Dispatch Map module does not work as expected for some users The dispatch map stops working after the filter is updated when there are a large number of agents.

      Field Service Management

      PRB1372450

      Inconsistent behaviors with Team Calendar when creating events Sometimes the event is not created after clicking Save and Exit on the create event dialog in Team Calendar.

      Flow Designer

      PRB1361536

      KB0787203

      When using the Test UI action to pass in a JSON-formatted input of type 'String', nothing is passed as a runtime value The action works as expected when part of a flow or subflow.

      Refer to the listed KB article for details.

      Flow Designer

      PRB1375180

      Dynamic template values persist and are passed to flow executions even after changing the dynamic choice input
      1. Launch Flow Designer.
      2. Create a flow for the Adobe Experience Platform spoke.
      3. Add the action Load Entity Data.
      4. Fill in the inputs.
      5. Change the input choice field Schema value to Loyalty Members.
      6. Observe the dynamic template values UI, old values are cleared but not fields.
      7. Add a new dynamic template value and run the flow.

        Observe the dynamic template values passed in the execution.

      Expected behavior: The newly provided input values should be passed as dynamic template values.

      Actual behavior: The values provided to the dynamic template are related to the old schema.

      Flow Designer

      PRB1376956

      Choice lists are showing an installed plugin's language even if the platform is set to English
      1. Install a French plugin on the instance.
      2. Navigate to Flow Designer.
      3. Create a flow.
      4. Add a base instance action log.
      5. Select a log level and observe that they are in French.

      Flow Designer

      PRB1378321

      Object variables are shown with previously selected data pills
      1. Launch any New York Patch 4 instance.
      2. Navigate to Flow Designer and create an action with input & output as Array.Object (e.g., Action 1) and include other fields.
      3. Create another action with inputs of type Array.object (e.g., Action 2).
      4. Navigate back to Flow Designer, launch Action 1, and provide values.
      5. Drag and drop the data pills for the string variables inside the object.
      6. Save the flow.
      7. Remove the data pills for string variables and enter text for all the string variables.
      8. Save the flow.

      Expected behavior: User-entered text should be displayed.

      Actual behavior: The flow shows the previously selected data pills, instead of user-entered text data.

      Forms and Fields

      PRB1357785

      KB0759078

      g_form getIntValue() and getDecimalValue() do not work correctly for read-only currency fields that use commas as decimals g_form getIntValue() and getDecimalValue() do not work correctly for read-only currency field which uses comma as decimal. It treats the comma as a comma and not a decimal. The issue occurs when the currency field is read-only and when the locale is set to somewhere that uses commas in place of decimals.
      1. Set the system property: glide.system.locale to de.DE.

        This replaces the decimal point to decimal comma.

      2. Add a currency field to any form (e.g., Incident).
      3. Populate the currency field with value: 600,10 (which is essentially 600.10).
      4. Save the record.
      5. Navigate to the dictionary record of the currency field and set the field to read-only.
      6. Come back to the record from step 4.
      7. Open browser console and run the following script:-
        g_form.getIntValue('<currency_field>');Expected: 
        600 // Returned: 60010- g_form.getDecimalValue('<currency_field>');

      Forms and Fields

      PRB1363705

      Agent Workspace users should not need the template_editor_global role to be able to see templates in Workspace forms

      Forms and Fields

      PRB1372602

      When the HTML field contains full width signs (for example, :, &), characters are garbled in Printer friendly version
      1. Create a table.
      2. Add a column to the table created in Step 1 with the following settings:
        • Type: HTML
        • Column label: Comments
      3. Create a record in the table.
      4. Enter ':, &,()' to the comments (copy and paste these signs).
      5. Click Submit.
      6. Open the record.
      7. Navigate to Settings > General > Printer friendly version.
      8. Click Click to Print.

      Notice that the signs are garbled.

      Forms and Fields

      PRB1372977

      HTML fields that are rendered read-only by a UI policy or client script, and are not on the currently selected tab when a form loads, will not display content In the New York release, read-only HTML fields that are not on the currently selected tab when a form loads will not display content. This applies to various forms (incident, problem, etc.).
      1. Ensure you have tabbed forms enabled in the Forms section of the System Settings.
      2. Import UI policy and policy actions to make the Workaround and Fix notes fields read-only when the problem is closed.
      3. Navigate to any open problem in the instance.
      4. Work through the problem flow and add text to the Workaround and Fix notes fields.
      5. When the problem record is closed, select the Analysis Information tab and refresh the page.

        Observe the workaround text is displayed.

      6. Click the Resolution Information tab and notice the fix notes are not displayed.

      Expected behavior: The HTML field should display contents when the tab containing the field is selected.

      Actual behavior: The HTML field displays no content.

      Guided App Creator

      PRB1357779

      Error creating a workspace when ITOM Operator workspace is installed When the Operator Workspace plugin (com.itom-noc-app) is installed, creating a workspace throws an error.

      On an instance without Operator Workspace (com.itom-noc-app) installed:

      1. Using GAC, create a new app, including a table and a workspace.
      2. Activate Operator Workspace (com.itom-noc-app).
      3. Using GAC, create another app with the same steps.

        Observe a new checkbox (Operator Workspace) that wasn't there before. When the workspace is created, it will show the error 'Required param to lookup sys_ux_lib_component missing or invalid'.

      If the user clicks Continue to proceed, it shows that the URL is already in use, and the user gets stuck here.

      Human Resources Service Management

      PRB1370325

      HR users cannot read the parent case for the task assigned to them When a user tries to navigate to the Employee Service Center and clicks To-dos in the top right of the portal page (/esc), errors are displayed.
      1. Impersonate the affected user.
      2. Navigate to the Employee Service Center.
      3. In the top right of the portal, select the To-dos icon.

      Errors are displayed.

      Human Resources Service Management

      PRB1373726

      When the Instructions field is blank on the sn_hr_core_fulfillment _instructions form, the word 'null' appears on the HR Case sn_hr_core_case record In New York, the Instructions field on the sn_hr_core_fulfillment _instructions table is mandatory. This table did not exist prior to New York, but in previous versions this was the Fulfillment instructions field on the 'sn_hr_core_service' table and was not mandatory.

      Human Resources Service Management

      PRB1375320

      The Create New Case'page is loading HR services slowly The Create New Case page may load HR Services slowly if the instance has the sn_hr_core.include_elevated_roles property set to true, a user has many roles, and many HR services.
      1. Install the HR Scoped application.
      2. Create 200 HR services.
      3. Add 1,000 roles to a user.
      4. Impersonate that user, and navigate to the Create New Case page.
      5. Open the network tab to search and select the user.

      Notice the services are not available for a while (30+ seconds in some cases).

      Knowledge Management

      PRB1367726

      Knowledge base article contents stretch to the right without the scrolling bar in Service Portal

      Lists

      PRB1316682

      KB0743732

      Unable to add the related field column to a list report by dot-walking Users are unable to add the related field column to a list report by dot-walking. The selected column does not render on the report and disappears from the selected list of columns. The behavior is seen in the new UI report designer.

      Refer to the listed KB article for details.

      Live Feed

      PRB1354907

      Null pointer exception appears in logs when the record in domain A gets updated by a user in domain B while another user from domain B is following that record Null pointer exception is seen in the logs when the record in domain A gets updated by a user in domain B while the other user from domain B is following that record.
      1. Create two users in the domain A, msp_user and mspuser,1 with itil roles.
      2. Create a test incident in domain B.
      3. Use a separate browser and log in as mspuser1.
      4. Follow the incident that was just created as mspuser1.
      5. Use an incognito window and log in as the msp_user.
      6. Update the worknote as msp_user.

      Check the system logs and notice the null pointer exception.

      MetricBase

      PRB1343593

      Slushbucket is very slow to load with large number of metrics on the table When building a UI and including a list of table columns, adding a large number of metrics can cause performance issues and high instance response time.
      1. Create 5000 metrics on cmdb_ci_computer.
      2. List cmdb_ci_computer and click one CI.
      3. Navigate to Form Layout.

      Observe 1+ minute page load time.

      MetricBase

      PRB1374858

      The top() transform in Reporting delivers unexpected behaviors The default top() transform returns the highest value at each time point for all series in the query for the given time range.

      MID Server

      PRB1374206

      The MID Logs viewer can cause an instance outage when there are a large number of MID Servers The API_INT semaphore exhaustion, due to downloading all logs at once for all MID Servers, causes problems for the UI and other features. Loading this page triggers the download of all logs and configuration files for 'Status=Up' MID Servers, which can be over 100MB per MID Server.

      Mobile - Service Catalog

      PRB1371447

      The Now Mobile app does not display all the catalog categories when See All is selected from the Browse Services applet When selecting the See All action from the Browse Services applet in the Now Mobile app, the resulting list only shows 19 items, regardless of how many items there actually are.
      1. In a New York instance, navigate to Now Mobile App > Catalogs and ensure the Service Catalog appears in the list. If not, click New to add it.
      2. Navigate to sys_sg_item_section_list.do and filter the list where Destination Screen is Browse Services ([code][/code]).
      3. Open the record and switch Scope as needed to edit the record, change the Max Items Display Count to a higher number (such as 30).
      4. Save your changes.
      5. Log in to the instance using the Now Mobile app and continue.
      6. Select Services from the bottom navigation bar.
      7. Scroll to the Browse Services section and observe there are many items displayed.
      8. Select See All at the top of the Browse Services section and note that few items are displayed.

      Expected behavior: Selecting See All should display all items.

      Actual Behavior: The See All list is capped at 19 items.

      Mobile Platform

      PRB1380036
      Unable to enable the Location Tracking on mobile apps In New York Patch 3, after the geolocation plugins are activated and the "geolocation tracked" is marked as true in a user's record, when the user signs in clicks "Settings", there is an option to enable geolocation tracking ("Location Tracking"). However, starting from New York Patch 4, that option is no longer available.

      NLU Model Builder

      PRB1358454

      NLU Model Builder UI is showing only 20 vocabulary entries When creating an NLU model in NLU Model Builder, users can continue to add entries, but the UI only displays 20 entries at a time.

      Patterns

      PRB1379382

      The AWS Datacenter discovery pattern does not return 'Region' values The AWS Datacenter discovery pattern changed so users with an AWS C2S account will be able to discover their C2S environment.

      Performance Analytics

      PRB1364705

      Analytics Hub filter and 'All' are not shown fully in Chrome Analytics Hub's filter and 'All' are not shown fully and the filter button does not work in New York in Chrome.

      Project Management

      PRB1346471

      Tasks are disappearing during the date recalculation when fire_br is turned on
      1. Navigate to the pm_console table.
      2. Navigate to the Planned duration field and check that Fire BR on Save is set to true.
      3. Navigate to the planning console and create a project.
      4. Create 15 tasks under that project.
      5. Change the preference for the time line to 'Auto Fit'.
      6. Change the duration of each task to 10 days.

      Notice that the last task disappears.

      Project Management

      PRB1350434

      KB0752970

      If the duration of a task or project falls into a holiday or excluded schedule of the next week, the duration is calculated incorrectly
      1. In the schedule, have an excluded entry for a day (Mon to Fri). For example, Jun 27th 2019 Thursday, and add it as an excluded schedule entry.
      2. Create a task and have start and end date as Jun 21st 2019 Friday.

      Expected behavior: The duration needs to be 8 hours (or as per schedule).

      Actual behavior: The duration is 6 hours 34 minutes.

      Project Management

      PRB1360110

      The planned start date is not rolling up on Parent Project tasks The planned start date on a child project task is not rolling up to the parent project task.

      Project Management

      PRB1370261

      Two Submit buttons are visible while creating a project Duplicate UI action from the pm_project table displays for project records in a New York instance. The Submit UI action shows up twice if the Project Workbench plugin is active.

      Project Portfolio Management

      PRB1358430

      Timeline view on the Investment Portal is not working
      1. Log in to an instance as admin.
      2. Open the Investment Portal.
      3. Choose the Qualified Demands view.
      4. Click on the Timeline tab.

        Observe that the timeline view does not display and the whole area of the screen under the widgets appears blank.

      5. Click Edit.
      6. Add a project filter.
      7. Click the timeline view.

      Everything displays normally.

      Reporting

      PRB1316333

      KB0782908

      The month columns are sorted incorrectly in the time series report with multiple datasets when switching to a different language other than English When switching to a different language other than English and there are two or more months where the first letters are identical, the month columns are sorted incorrectly in the time series report with multiple datasets.

      Refer to the listed KB article for details.

      Reporting

      PRB1350193

      Error occurs when generating a time series report in a non-English language against a [task] or child table with the Per Day option Time series on a table extending [task] and using the Per Day option are giving the following errors when they are run in a non-English language: 'ERROR: Cannot generate chart data:Chart series summary generation failed' and 'ERROR: Impossible de générer le rapport. Échec de la génération d'un résumé de séries de graphiques null.' The issue is only observed when selecting the Per Day option. The reports work fine with other combinations (Year, Quarter, Month, Week, Hour, Date).
      1. Install a language plugin.
      2. Create a new report with the following items selected:
        • Table: Incident
        • Type: Time Series > Column
        • Trend by: Closed
        • Per: Day
        • Aggregation: Count
      3. Run the report.
      4. Switch to the language installed.
      5. Run the report.

      Expected behavior: The report should run without any error.

      Actual behavior: The report errors out.

      Reporting

      PRB1360171

      KB0779009

      When updating the bar chart color option from 'one color' to 'use color palette' and saving the changes, the selected option is not persisting In New York, users are unable to save the chart color palette while editing a report. Report chart color settings are not being maintained and options get reset when users edit the report.

      Refer to the listed KB article for details.

      Reporting

      PRB1371913

      KB0786326

      Dangling records in sys_ui_view and sys_ui_list cause database contention An increased number of queries against sys_ui_list is causing database contention, unnecessary temporary sys_ui_list records are created, and stale records are not cleaned.

      Refer to the listed KB article for details.

      Reporting

      PRB1377036

      The x-axis labels are not translated to the language selected by the user
      1. Create the main report as follows:
        • Table = Incident [incident]
        • Type = Time Series
        • Trend by = Opened
        • Per = Month
        • Aggregation = Count
      2. Change the language to German.

        Observe the x-axis labels.

      Expected behavior: The x-axis labels should be translated to the user selected language.

      Actual behavior: The x-axis labels are always displayed in English.

      Resource Management

      PRB1351550

      Dates in the Resource Finder are not presented in order when users create a new card with no projects or demands in the allocation workbench

      Resource Management

      PRB1363933

      Resource reports are not translated into Chinese/Simplified Chinese
      1. Install the Chinese and Simplified Chinese language plugin.
      2. Log in to the instance and set the instance language to Chinese.
      3. Navigate to Resource Reports.

        The report type will show the translated options.

      4. Click the Entity type and notice that the choices are not present.
      5. Set to any other language, and notice that the choices for the Entity type show up correctly.

      Expected behavior: When the language is set to Chinese, the Entity type should show the list options.

      Actual behavior: When the language is set to Chinese, the Entity type does not show any option.

      Schedules

      PRB1372256

      The scrollbar overlaps the arrow icon on a schedule page, which prevents it from being clicked On any schedule page (show_schedule.do) when the browser is resized and introduces a vertical scrollbar, this scrollbar will overlap with the 'Next' arrow icon, which prevents it from being clicked. This only occurs in IE11 browser.
      1. Using IE11 browser, log in to a Madrid or New York instance.
      2. Open any schedule page.
      3. Resize the browser window so a vertical scrollbar appears.
      4. Hover over the next arrow icon located top right corner of the page.

      The vertical scrollbar appears and overlaps the next arrow icon, which prevents it from being clicked.

      Search UX

      PRB1379291

      The Search Suggestions plugin shows as 'In development' on user instances The state='Development' attribute was never removed from the com.glide.search.suggestions plugin. Users are unable to activate the plugin, which is listed as 'In development'.
      1. Navigate to the plugin list.
      2. Search for com.glide.search.suggestion.

      Observe the state is 'In development' and cannot be activated.

      Service Catalog

      PRB1355963

      Updating sys_user.last_login_time causes unnecessary cache synchronizations against caches in user_items_cache and user_categories_cache

      Service Catalog

      PRB1366661

      KB0790024

      When using setDisplay to hide a multi-line variable, the label is not hidden if you do not have the write access Multi-line text variables are not properly being hidden. Catalog variable labels are still visible when setDisplay() is false and request items are displaying variable label for non-admins.

      Refer to the listed KB article for details.

      Service Catalog

      PRB1369331

      KB0787378

      Saving the RITM form after marking variables as ReadOnly using setVariablesReadOnly(true) or setReadOnly('variableset','true') removes the rows from the table Saving the RITM form after marking variables as ReadOnly using setVariablesReadOnly(true) API is removing the rows from the table.

      Refer to the listed KB article for details.

      Service Catalog

      PRB1373866

      g_form.showErrorBox and g_form.showFieldMsg work differently on catalog client script after upgrade g_form.showErrorBox and g_form.showFieldMsg work differently in London and Madrid than in New York on catalog client scripts. In London and Madrid, showErrorBox messages would be cleared if no further errors are encountered. After upgrading, showErrorBox messages are still present on screen even if the script encounters no error.
      1. Open the catalog item.
      2. Select Try It.
      3. Add admin in the User ID and Validate ID fields.

        Observe how g_form.showErrorBox and g_form.showFieldMsg work differently.

      Expected behavior: showErrorBox should get cleared out when showFieldMsg is executed.

      Actual behavior: showErrorBox does not get cleared out, and appears along with showFieldMsg.

      Service Catalog

      PRB1375717

      Public catalog item content is visible even when public use criteria is not added to the item
      1. Ensure that com.glideapp.servicecatalog_cat_item_view is set to Public (in sys_public table).
      2. Consider any item, such as a standard laptop.
      3. Try to access the catalog item without logging in.

      Expected behavior: The page should show the error message 'You are either not authorized or the cart item is invalid'.

      Actual behavior: The page shows all catalog item content.

      Service Catalog

      PRB1378100

      KB0793255

      A lookup select box variable with a reference qualifier will throw a NullPointerException when using getDisplayValue()

      Refer to the listed KB article for details.

      Service Mapping

      PRB1350444

      Fields added to CI table to avoid recomputation for flapper values Two additional columns should be added to the sm_ci_field_data table: 'Rejected count', to show how many times the flapper value failed to update in the model, and 'Last rejected value', to show the value that was rejected.

      Service Mapping

      PRB1351382

      Calculation of the required confidence level to activate a strategy on a CI change is incorrect This issue causes strategies to become active when their confidence level is 75% instead of 90% for CIs that are associated with 5 services or less. This makes it harder to understand the flow for blocking flapper CI changes from entering the service model.
      1. Create a service.
      2. Select a CI and make updates to the Name field, making sure the changes are only upper/lower case changes (so the case sensitivity strategy will be relevant).
      3. Run the strategies job after each change.

      When the confidence level of the strategy reaches 75%, the values are blocked from the model.

      Service Portal

      PRB1337667

      KB0748014

      Service Portal theme CSS includes are not loaded as separate files but are embedded in HTML From Madrid onwards, Service Portal theme CSS includes are not loaded as separate files but are embedded in HTML using the style tag. If includes are large, performance is impacted.

      Refer to the listed KB article for details.

      Service Portal

      PRB1351971

      DateTime value is not setting properly in mobile web view when the user is in a different date format The date picker in the Now Mobile app does not work with the format dd-MM-yyyy, resulting in an 'Invalid date' error.

      Software Asset Management Professional

      PRB1320979

      The user subscription license metric does not license subscription records when the Assigned to column is empty When reconciliation runs, the user subscription license metric will not license subscription records if the Assigned to column is empty. Subscriptions should consume licenses regardless of the value of their sys_user reference.
      1. Create two samp_sw_product_definition records having same publisher part number (PPN) and DMAP, one active=false and the other active=true.
      2. Run the Office 365 or Adobe job, which consumes this PPN to create a software model.

        Observe that the job method getSoftwareModel picks the first samp_sw_product_definition record.

      Expected behavior: Office 365 and Adobe getSoftwareModel should only lookup the active=true samp_sw_product_definition.

      Actual behavior: Because this record is active=false, the getSMFromProductDefinition method returns undefined and the software model does not get a reference for the respective subscription.

      Software Asset Management Professional

      PRB1358214

      Suite support for server calculators is missing in Microsoft Server calculators

      Software Asset Management Professional

      PRB1368415

      Oracle Database Options usage data is not being collected on UNIX/Windows environments

      Software Asset Management Professional

      PRB1369168

      When inferring whether a suite is installed on a device, install conditions on the suite component are not considered

      Software Asset Management Professional

      PRB1373555

      Selected capabilities and applications in the IBM License Metric Tool (ILMT) connection are not being used while selecting a MID Server Users are unable to select a particular MID Server in connection if they have multiple MID Servers and have installed an ILMT certificate in only one MID Server.

      Software Asset Management Professional

      PRB1376438

      Name column values get trimmed to 40 while CDS data flows from CS to CI and GOLD Discrepancy in the data model length of the Name column in the product category tables for Customer Support (CS), Configuration Item (CI), Content Data Service (CDS), and GOLD.
      1. Navigate to product category table in CI and CS instances.
      2. Verify the data model length of name column.

      Expected behavior: Both should be the same length.

      Actual behavior: Length in CS is 120 while length in CI is 40.

      Software Asset Management Professional

      PRB1376926

      Office 365 and Adobe getSoftwareModel should look up only active PPNs Office 365 and Adobe getSoftwareModel method return is undefined if there is a SKU that has two samp_sw_product_definition records, one active=true and the other active=false. Office 365 and Adobe getSoftwareModel should only look up the active=true samp_sw_product_definition.

      Tables and Dictionary

      PRB1377084

      Duplicated table names are created during the hybridization, and errors occur for the table hybridization Duplicated table names are created during the hybridization, and the hybridization process fails.

      Time Card Management

      PRB1369650

      A time card with hours on Monday result in Time Card Daily records that incorrectly show those hours on Tuesday The table time_card_daily record is not linked correctly to time_card record. Time Card Daily records are incorrect when the time card's Week starts on value is a Monday.
      1. As any user, create a new time card.
      2. Add time to the Monday field.
      3. Complete any other required fields on the time card.
      4. Submit the time card.
      5. Approve the time card. (Impersonate a user with permissions to approve time cards, if needed).
      6. Return to the created time card.

      Observe that there is a date discrepancy in the created Time Card Daily records. The date on the Time Card Daily record with the time entered for 'Monday' will be the date for the Tuesday of that week.

      Upgrade Engine Issues

      PRB1366717

      Base versions aren't being provided for customized records after upgrade when the upgrade uses change_list logic provided in New York

      Upgrade Engine Issues

      PRB1366723

      Users are unable to determine which records are customized but unchanged by the upgrade Unchanged and customized records are no longer distinguishable from unchanged records in sys_upgrade_history.do when change_list logic is used.
      1. Log in to a New York Patch 1 instance.
      2. Commit the update set provided containing customized records.
      3. Upgrade instance to New York Patch 1 Hotfix 1 instance.
      4. Navigate to sys_upgrade_history.do for current upgrade.
      5. Open the Customizations Unchanged tab and search for records.

      Expected behavior: User should see customized records that were unchanged in the Customization Unchanged tab.

      Actual behavior: Users do not see customized records that were unchanged in the Customization Unchanged tab.

      Upgrade Engine Issues

      PRB1367292

      UpdateSet commit is printing excessive logs UpdateSet commit is printing excessive logs which causes confusion for users during the system upgrade.
      1. Create an update set on one instance.
      2. Import the update set to another instance.

      Observe the logs, which will print a message for each update set commit.

      Usage Analytics

      PRB1365050

      start_month and end_month fields in the ua_user_ct_count table don't get populated, which causes corrupted data to appear on the App Engine dashboard Incorrect data on App Engine dashboard due to incorrect data on the ua_user_ct_count'table.
      1. In a Madrid instance, create custom tables and assign the user roles to users.
      2. Upgrade the instance to newer releases, the data in ua_user_ct_count won't populate the start_date and end_date columns.
      3. Create more custom tables and assign user roles to users, which will populate the ua_user_ct_count with newer roles and count which is incorrect.

      Usage Analytics

      PRB1369968

      Upgrade to New York is causing definitions to be turned off After upgrading to New York, count cfg definitions are being turned off and stop reporting data. This is affecting licensing data collection.

      VA-Web Client

      PRB1374549

      Localization issues on web client
      1. On an instance with VA enabled, start a conversation (user's language must be something other than English).
      2. After VA greetings, type a keyword like 'live agent' or enter a record number.
      3. VA prompts options.

      Expected behavior: All options are localized.

      Actual behavior: All options are not localized.

      Vendor Risk Management

      PRB1375493

      Changes needed to make the Vendor Core plugin work with the new version of VRM Make changes to the Vendor Core plugin to allow the scoped app to delete vendor contacts. When the new Vendor Portal is active, the links to the old portal should be redirected to the new Vendor Portal.

      Virtual Agent Platform

      PRB1355463

      If guest users contact support in Virtual Agent and then refresh their browser, their connection to the agent is lost
      1. Install the VA plugin and Connect Support.
      2. Set up VA to work with Connect Support.
      3. As a guest user, navigate to the VA client.
      4. Use the options in the top-right corner to contact support and click Contact Live Agent.
      5. As an agent, accept the chat.
      6. As the end user, refresh the page.

      Expected behavior: The existing conversation should be restored since this is the same guest session.

      Actual behavior: The conversation is lost.

      Virtual Agent Platform

      PRB1362819

      VA client should ask 'Is there anything else?' after providing a response instead of 'Thanks for chatting with me!' Issue happens occasionally, as the VA client usually responds with 'Is there anything else I can help with?' and a choice for 'Yes' or 'No.' However, sometimes the client immediately replies with 'Thanks for chatting with me!' after providing the response to the utterance.

      Virtual Agent Platform

      PRB1373656

      Virtual Agent conversations performance issues

      Virtual Agent Platform

      PRB1373969

      Database queries related to the conversation server degrade instance performance over time for high volume anonymous guest chats

      Virtual Agent Platform

      PRB1376878

      Messages are not sent during the creation of a new conversation Messages are sometimes stuck in pending. This occurs during the creation of a new message.

      Virtual Agent Platform

      PRB1378187

      Requests are not being released from the Async Queue when it gets filled during a load test

      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.

      • New York Patch 4 Hotfix 1a
      • New York Patch 4 Hotfix 2
      • New York Patch 4 Hotfix 1
      • New York Patch 4
      • New York Patch 3 Hotfix 3
      • New York Patch 3
      • New York Patch 2
      • New York Patch 1 Hotfix 2a
      • New York Patch 1
      • New York security and notable fixes
      • All other New York fixes

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