Dashboards and Home Pages

PRB1344040

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

Forms and Fields

PRB1361984

KB0779351

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

Refer to the listed KB article for details.

Security Access Control Lists

PRB1321862

KB0786565

Refer to the listed KB article for details.

Activity Stream

PRB1373712

Advanced Work Assignment

PRB1364391

Advanced Work Assignment

PRB1376049

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

1. Upgrade instance to a newer patch or hot fix.
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

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

1. Activate chat in the Agent workspace.
2. Log in to any New York Patch 1 Hot Fix 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

Agent Workspace

PRB1372319

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

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.

Agile Development

PRB1374889

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

Application Navigator & Banner Frame

PRB1374896

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

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

Appsec – Platform Dev

PRB1366776

1. Open ISC.
2. Click Hardening.

Verify it will be non-compliant.

Appsec – Platform Dev

PRB1373979

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

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

Asynchronous Message Bus

PRB1362325

Asynchronous Message Bus

PRB1375617

Audit History

PRB1362813

Automated Test Framework

PRB1372491

AWA: API

PRB1373574

AWA: Routing and Assignment

PRB1356230

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

Change Management Conflict Detector

PRB1376631

Change Management

PRB1330929

Change Management

PRB1374427

KB0788914

Refer to the listed KB article for details.

Change Management

PRB1376865

Change Management

PRB1378157

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

Cloud Management Application

PRB1357516

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

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

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

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

Refer to the listed KB article for details.

Configuration Management Database (CMDB)

PRB1358039

Configuration Management Database (CMDB)

PRB1372034

Connect Chat

PRB1356109

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

Refer to the listed KB article for details.

Connect Chat

PRB1364386

Connect Chat

PRB1371208

Connect Chat

PRB1372506

Core Platform

PRB1349866

Core Platform

PRB1373305

KB0785035

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

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

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

Dashboards and Home Pages

PRB1345254

Discovery

PRB1334206

KB0749610

Refer to the listed KB article for details.

Discovery

PRB1351917

Discovery

PRB1362830

KB0786034

Refer to the listed KB article for details.

Discovery

PRB1368993

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

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

Event Management

PRB1357927

Event Management

PRB1360588

KB0788142

Refer to the listed KB article for details.

Event Management

PRB1373882

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

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

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

Field Service Management

PRB1372450

Flow Designer

PRB1361536

KB0787203

Refer to the listed KB article for details.

Flow Designer

PRB1375180

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

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

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

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

Forms and Fields

PRB1372602

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

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

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

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

Human Resources Service Management

PRB1375320

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

Lists

PRB1316682

KB0743732

Refer to the listed KB article for details.

Live Feed

PRB1354907

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

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

MID Server

PRB1374206

Mobile - Service Catalog

PRB1371447

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

NLU Model Builder

PRB1358454

Patterns

PRB1379382

Performance Analytics

PRB1364705

Persistence

PRB1374022

Project Management

PRB1346471

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

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

Project Management

PRB1370261

Project Portfolio Management

PRB1358430

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

Refer to the listed KB article for details.

Reporting

PRB1350193

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

Refer to the listed KB article for details.

Reporting

PRB1371913

KB0786326

Refer to the listed KB article for details.

Reporting

PRB1377036

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

Resource Management

PRB1363933

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

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

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

Service Catalog

PRB1366661

KB0790024

Refer to the listed KB article for details.

Service Catalog

PRB1369331

KB0787378

Refer to the listed KB article for details.

Service Catalog

PRB1373866

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

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

Refer to the listed KB article for details.

Service Mapping

PRB1350444

Service Mapping

PRB1351382

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

Refer to the listed KB article for details.

Service Portal

PRB1351971

Software Asset Management Professional

PRB1320979

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

Software Asset Management Professional

PRB1368415

Software Asset Management Professional

PRB1369168

Software Asset Management Professional

PRB1373555

Software Asset Management Professional

PRB1376438

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

Tables and Dictionary

PRB1377084

Time Card Management

PRB1369650

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

Upgrade Engine Issues

PRB1366723

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 Hot Fix 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

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

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

VA-Web Client

PRB1374549

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

Virtual Agent Platform

PRB1355463

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

Virtual Agent Platform

PRB1373656

Virtual Agent Platform

PRB1373969

Virtual Agent Platform

PRB1376878

Virtual Agent Platform

PRB1378187