Authentication

PRB1342894

KB0748823

The MID Server agent logs will show the error message 'SEVERE *** ERROR *** An error occurred while decrypting credentials from instance' when running each affected probe.

Refer to the listed KB article for details.

Email

PRB1383881

Live Feed

PRB880294

KB0697353

Refer to the listed KB article for details.

Service Portal

PRB676928

KB0685823

1. Navigate to Service Portal.
2. For any reference field on a form, click the 'i' icon.

   Notice the view that opens for the reference pop-up.

3. Navigate to the relevant table and compare the view.

Expected behavior: The reference field record should open in sys_popup view like it does in the native platform UI.

Actual behavior: The reference pop-up view defaults to the view of the form in which the reference field was clicked. There is no way to set it to any other view.

PRB1373774

Service Catalog: Service Portal Widgets

PRB1380844

Agent Chat

PRB1375241

Agent Workspace

PRB1387718

Agent Workspace

PRB1390831

Agent Workspace

PRB1390848

1. Log in to any New York instance with AWA for CSM set up.
2. Create a case by navigating to sn_customerservice _case.do.
3. Assign this case to an agent.

   In this case, the case is manually assigned. If you navigate to awa_work_item.list and filter based on the document ID, you notice that the work item is canceled. This is the correct behavior.

4. Unassign the case from the agent, and leave it in the queue to be picked up by AWA.

Notice that even though it is not assigned to anyone, the work item is not re-offered to any agent.

Agile Development

PRB1385202

1. Create a group for the SAFe team type with a group name containing an apostrophe (for example, Sam's team).
2. Add users to the group.
3. Impersonate the users from the group and navigate to SAFe Board.

Notice that the page does not load and notice the console error: 'Uncaught SyntaxError: missing ) after argument list'. This occurs because the 'SafeBoardMetaDataService' Script Include where JSON is parsing the group name (preferred title) is failing. When the apostrophe is removed from the group name, the page is successfully loaded.

Agile Development

PRB1388762

1. Create a release.
2. Create 2 sprints for this release and stories for each sprint as listed below:
   1. Sprint 1 - assigned 4 stories to this sprint with 10 points each – so total points for the sprint is 40
   2. Sprint 2 - assigned 3 stories to this sprint with 10 points each – so total points for the sprint is 30
   3. Total committed points for the Release is now 70
   4. Release burndown shows 70 points remaining, which is correct
3. Change Sprint 1 to 'Current' and mark one of the stories as complete.

   Sprint shows 30 points remaining, release shows 60 points remaining, which is expected.

4. For Sprint 1, mark a story as 'Canceled'.

   Sprint 1's form shows story points 30 – as it excludes canceled story and completed points as 10.

5. Navigate to the release.

Observe how the total assigned points is still 70. Canceled story points are excluded on the sprint form.

Assessments

PRB1390450

1. Create a vendor risk assessment with 1 category and 1 metric with a Likert Scale datatype.
2. Uncheck the Scored check box on that metric.
3. Assign this assessment to any user and impersonate that user to submit the assessment.
4. Fill in any non-zero value for that metric.

Notice that the metric result will be generated for the metric with the correct normalization value, but the category result will not.

Audit History

PRB1339700

Audit History

PRB1356196

Authentication - SSO

PRB1390546

Cloud Management Application

PRB1379849

Cloud Management Application

PRB1381929

Cloud Management Application

PRB1388989

1. Create a custom operation with an extension interface on a resource block.
2. Call the workflow from the method in the resource block.
3. Within the workflow, perform an operation on the provisioned VM.
4. Disable the MID Server belonging to the current domain but keep the MID Server on other domains.

Expected behavior: The operation should fail because a proper MID Server was not found.

Actual behavior: The operation will pick up the incorrect MID Server and perform the operation, which might eventually fail.

Condition Builder

PRB1360974

KB0820677

1. Create a reference field in the cmdb_ci_service table as below:
   • Type: Reference
   • Column label: Business Unit
   • Reference (under the Reference Specification tab): Business Unit (business_unit)
   • Choice (under the Choice List Specification tab): Dropdown with --None--
2. Submit the form and then navigate to Reports > Create New.
3. Switch to Classic UI and fill in the fields as the following:
   • Data: Table, Business Service
   • Type: List
4. Click Add Filter Condition and choose [Business Unit] [is] [IT].
5. Save the report and then click Switch to new UI.
6. Click the condition builder to see the filters.

Expected behavior: Users should be able to see the value of the field.

Actual behavior: Users are not able to see the value of the reference field in the filter. However, users can see the value in Classic UI.

Condition Builder

PRB1376819

1. Open any incident record.
2. Navigate to the related list tasks.
3. Click Edit.
4. Select the condition as Active, Assignment Group, Assigned to or User.

   Notice that the operator is dynamically changing.

5. Select Keyword.

Expected behavior: If the condition is changed, the operator should dynamically change for the condition.

Actual behavior: If the condition is Keywords, the operator is stuck at ARE, and does not change.

Configuration Management Database (CMDB)

PRB1389921

Configuration Management Database (CMDB)

PRB1392015

CSM Communities

PRB1384770

Customer Service Management

PRB1365639

KB0782000

1. Create a case and note the time stamp.
2. Navigate to System Log > Warnings.

Observe the warning message around the time stamp noted in Step 1.

Customer Service Management

PRB1389511

Customer Service

PRB1391428

Discovery

PRB1375171

KB0786261

Run a Cloud Resource discovery against an Azure region that has databases provisioned on it.

Flow Designer

PRB1366681

1. Navigate to Settings and set yourself as Developer in the global scope.
2. Create an update set and set it as 'current'.
3. Navigate to Flow Designer and create a flow.
4. Set a condition and an associated task, and then save.
5. Navigate back to the update set you created.

   It will now contain the Flow Designer record you created .

6. Open the sys_update_xml record for Flow Designer.

   Notice that the xml payload contains the entire parent record and the child dependencies.

7. Create a second update set and set it as 'current'.
8. Select the previously created flow.
9. In Flow Designer, select Copy Flow.
10. Navigate back to the update set you created , which will contain the copied flow.
11. Navigate to the sys_update_xml table and look at the XML for the copied flow.

Notice that the XML does not show all the information that is in the Flow Designer record that was created in Step 3.

Flow Designer

PRB1378240

Flow Designer

PRB1386271

Flow Designer

PRB1390882

1. Create an action with the input type Name/Value.
2. Add a script step so that you are able to save and publish the action.
3. Test the action with some name values as inputs and see the execution context.

   Example value of the input: [{"name1":"name","value1":"value1",type:"string"},{"name2":"name","value2":"value2",type:"string"}].

4. Create a flow and add this action.
5. Give the same inputs here and test the flow.

Notice that the value of the input is {"name1":"value1","name2":"value2"}.

Flow Designer

PRB1392398

Forms and Fields

PRB1361306

Forms and Fields

PRB1371340

Forms and Fields

PRB1392028

1. Add a large number of records (~1,000,000 or so) to any table.
2. Navigate to a reference field referring to that table and search for anything.

Notice the difference in loading time between the reference field in Step 2 and the equivalent platform reference field.

Guided Tours

PRB1379473

1. Log in to a London or Madrid instance.
2. Navigate to the REST API explorer.
3. Set the fields as follows:
   • API Name: Guided tours
   • Autolaunch: Get Tours for a page (GET)
   • Query parameter
   • page | home
4. Run.
5. Confirm that the API runs correctly with a 200 response.
6. Repeat the same steps in a New York instance.
7. Confirm that you get a 500 error response with an error.

HTML Editor

PRB1393470

Human Resources Service Management

PRB1370699

KB0783691

1. Navigate to sn_hr_core_case.do.
2. Set source to 'email'.
3. Complete the mandatory fields and submit.

Users receive a 'unique key violation' error.

Human Resources Service Management

PRB1381783

Import / Export

PRB1346900

Import / Export

PRB1364634

1. Create an import with multiple transform maps.
2. Execute the import.
3. Check the logs.

There is no logging on which the onComplete transform script is running.

Import / Export

PRB1391175

Incident Management

PRB1388713

1. Impersonate an ITIL user.
2. Create a problem record.
3. Use the Add UI action on the Incidents related list to add an incident.
4. Navigate to the incident, and close it.
5. Navigate back to the problem record.

The Add button is no longer available.

Instance Data Replication feature

PRB1382548

IntegrationHub

PRB1372878

Knowledge Management

PRB1374568

KB0786308

Refer to the listed KB article for details.

Knowledge Management

PRB1381862

Knowledge Management

PRB1383964

1. In a New York instance, create a user with the Knowledge role only.
2. Impersonate the user and click Subscribe on the IT knowledge base from $knowledge.do.
3. As admin, set the user criteria on the IT knowledge base in which the user has 'Can Read' access but not 'Can Contribute'.
4. As admin, create a knowledge article in this base.
5. Set the 'Cannot Read' level criteria for admins only.

   This will prevent read access to the new user for this article.

6. Create and publish the article.

The user receives a notification from 'KM Subscription: Article created' with a link to the article. However, the user does not have access to this article. The link will redirect users to an error message 'You do not have sufficient privileges to access this knowledge item'.

List v2

PRB1364577

1. Set the system property glide.ui.list.allow_extended_fields to true.
2. Navigate to incident.list, and then navigate to Configure > List Layout.
3. On the list layout slush bucket, select Configuration item and click to expand the selected field.
4. Scroll down to the extended field in red at the bottom of the list, and select CPU manufacturer [Computer] [+].
5. Add it to the list layout.
6. Repeat Step 3 to 5 to add Configuration item.CPU manufacturer [Computer] .Vendor to the list layout.

Notice that it is not able to add the extended field to the list layout.

MID Server

PRB1392958

Mobile Platform

PRB1386930

Mobile Platform

PRB1388917

1. Create a business rule on a table that sleeps for a certain period of time.
2. Create a transaction quota rule that is less than that time.

Patterns

PRB1379879

KB0791725

Refer to the listed KB article for details.

Performance Analytics

PRB1346744

1. Open any breakdown dashboard.
2. Add the list widget to the dashboard and make sure to enable view for 'Multiple Scores' and follow the breakdown filter.
3. Apply a filter and observe the trend line displayed for the records.

Notice that when the score is large, the tooltip for the trend line shows 'NaN'. And when there is no score between a few dates, an invalid tooltip (score) is shown for the trend line.

Persistence

PRB1327982

1. Log in to an instance on London or later.
2. Navigate to the user table.
3. Open the first 4 records and add the attached images to each of the records in the Picture field.
4. Navigate back to the user table and filter for the first 4 records.
5. Add the Photo column to the list layout.
6. Right-click the column headers and navigate to Export > PDF.
7. Download and open the PDF file.

Expected behavior: All the photo fields in the exported PDF are populated.

Actual behavior: Only the first record has the photo populated. For the other 3 records, this field is empty.

Persistence

PRB1365560

Persistence

PRB1392911

Platform Licensing

PRB1385093

Platform Licensing

PRB1388445

Project Management

PRB1376180

KB0787472

Refer to the listed KB article for details.

Project Portfolio Management

PRB1383013

Related Lists

PRB1364096

1. Log in to any London or Madrid instance.
2. Navigate to the pm_portfolio table and open any record.
3. Configure the related list and add Portfolio Target.
4. Personalize the Portfolio Target related list to add 'Opex target' (happening for all decimal fields).
5. Change the value of the Opex field on any record in the related list.

If you refresh the related list, the values will be reflected.

Service Catalog

PRB1355730

Service Catalog

PRB1372489

KB0812262

1. Create a multi-row variable set.
2. Create a variable within this variable set:
   • Question: Farmer's market
   • Type: Single Line Text
3. Submit.
4. Add the variable set to the catalog item.
5. Navigate to Service Portal and open the catalog item.
6. Fill out any value for the variable set and submit.
7. Open the RITM record that was created.
8. Make sure the data entered is present in the created RITM.
9. Make any updates to the RITM.

Expected behavior: The variable data should not be deleted.

Actual behavior: The variable data are deleted.

Service Catalog

PRB1386816

Service Level Agreement (SLA)

PRB1389968

Service Mapping

PRB1388589

Service Mapping

PRB1391043

1. Create records in the sa_rel_to_infra_path table so there is a source CI that appears in more than one record.
2. Change the sa.max_id_rel_to_path_query property to 1.
3. Execute the flow that calls the getRelToPathMap function.

Observe the map that this function creates. This map will contain relations that are mapped to a list of several identical path IDs.

Service Portal

PRB1356329

1. Add a variable type reference in a catalog item (for example, the sys_user table).
2. Add the following in Variable attributes under Default Value tab: ref_auto_completer=AJAXTableCompleter,ref_ac_columns=user_name;email; employee_number;location,ref_ac_columns_search=true,ref_ac_order_by=user_name

   This will make all those fields searchable.

3. Load the catalog item in Service Portal.
4. Search for a user and see the SQL query generated contains 'ND [field] IS NOT NULL' for each of the searchable fields.

These messages cannot be seen in Desktop UI, where the results load quicker. The slower performance is more noticeable with more records in the table.

Service Portal

PRB1370343

Service Portal

PRB1379690

Service Portal

PRB1380142

1. Set the system time zone to US/Pacific.
2. Set the user's time zone to US/Eastern.
3. Navigate to the Service Portal incident form.
4. Scroll down to the Resolved date/time field.
5. Click to open the picker, and click any date to select a value.

Notice that the time value is 3 hours prior to what it should be as compared to the Desktop UI.

Service Portal

PRB1387586

1. Log in to a Madrid or New York instance.
2. Navigate to Service Portal > Incident.
3. Click the Create Incident link.
4. Open the element tab and search for 'aria-required'.

There should be two results. For the urgency field, it looks to be working as expected with the attribute as 'aria-required = true'. For the other field, even though it is also required, it is 'aria-required = false'.

Software Asset Management Professional

PRB1376516

1. Create a Software Entitlement record for Adobe Document Cloud with License Metric 'Per Device'.
2. Link the entitlement to a software model 'Adobe Systems Document Cloud Standard' with Suite Child configured for 'Adobe Systems Acrobat Standard' with inference percentage set to 50%.
3. Install Adobe Systems Acrobat Standard on a computer assigned to User A.
4. Ensure that a subscription record for User A does not exist for Adobe Systems Acrobat Standard.
5. Run reconciliation for Publisher 'Adobe'.

Notice that the software install for Adobe Systems Acrobat Standard is not reconciled.

Software Asset Management Professional

PRB1381602

1. Create a service catalog item of type hardware.
2. Add the Microsoft Surface Pro 3 item and the Asus G Series item to your cart.
3. Select Proceed to Checkout.
4. Open the created REQ and the approval record.
5. In the list of requested items, deny one and accept the other.
6. Approve the approval record.
7. From the REQ, open the catalog task and select Source Request.
8. Add a transfer order for the list item.
9. Select Submit.

Notice that the catalog task is still active.

Software Asset Management Professional

PRB1382335

Software Asset Management Professional

PRB1383251

Software Asset Management Professional

PRB1387606

Software Asset Management Professional

PRB1388232

1. Log in to the instance.
2. Navigate to the Oracle options set (samp_oracle_option_set) table.
3. Search for any one of the following:
   • Active Data Guard or Real Application Clusters
   • Change Management Pack
   • Configuration Management Pack for Oracle Database
   • Data Masking Pack
   • Provisioning and Patch Automation Pack for Database
   • RAC or RAC One Node

Expected behavior: The content should be present in this table.

Actual behavior: The content is not present in this table.

Software Asset Management Professional

PRB1388280

1. Install SAM Adobe plugin.
2. Create an integration for an enterprise Adobe setup where users are assigned rights to applications indirectly via group membership.

This does not affect users that have granted rights to other users directly.

Software Asset Management Professional

PRB1389062

Software Asset Management Professional

PRB1389155

1. Set up single app subscriptions in Adobe Creative Cloud Enterprise.
2. Set up an Adobe integration with this Creative Cloud account.
3. Run reconciliation.

Expected behavior: The single app subscriptions for each user and their assigned product installs are reconciled to the single app entitlements.

Actual behavior: The single app subscriptions are reconciled, but their assigned installs are not reconciled and are therefore considered unlicensed installs.

Software Asset Management Professional

PRB1389668

KB0817498

Refer to the listed KB article for details.

Software Asset Management Professional

PRB1391386

Software Asset Management Professional

PRB1392662

1. On a New York instance, activate the SAMP and domain plugins.
2. Create some domains.
3. Set the glide.sys.domain.partitioning property to false.
4. Run domain separated SAM jobs, such as 'SAM - Import User Subscriptions'. Make sure to create an O365 or Adobe integration before running the job.

Notice that the job runs multiple times.

Software Asset Management Professional

PRB1393612

Time Card Management

PRB1389412

1. Navigate to the Time Card Portal.
2. Log time to a task.
3. Submit the time card.
4. Select Recall.

   The time card should be recalled.

5. Submit your time card again.

Nothing will happen when you try to resubmit the individual time card.

Transaction and Session Management

PRB1294919

Upgrade Engine Issues

PRB1349896

Upgrade Engine Issues

PRB1388305

1. Run UpgradeChangeManifestIT #testInvalidChangeList and monitor memory usage.

   Observe spike of ~500MB when manifests are loaded.

2. Reduce the JVM max heap size to 450MB.
3. Run UpgradeChangeManifestIT#testInvalidChangeList again.

Observe that JVM crashes with an out of memory error.

Upgrade Engine Issues

PRB1388476

1. Install the Templated Snippets [com.sn_templated_snip] plugin.
2. Notice the version, which should be 15.9a.0.1.
3. Upgrade the instance.

Expected behavior: The version of the plugin should be updated to 15.10.0.1 after the upgrade.

Actual behavior: The plugin version is still 15.9a.0.1. As a result, when users log in, they will notice that the navigator does the not load.

Usage Analytics

PRB1374288

Virtual Agent Platform

PRB1384011

1. Open the sys_properties.list table.
2. Search for com.glide.cs.guest_session_resumable and make sure the value is set to false.
3. Set up and establish a live agent chat with an anonymous user on the /csp.
4. Verify that sending an attachment of a picture works as expected.
5. Open the sys_properties.list table again.
6. Search for com.glide.cs.guest_session_resumable and set the value to true.
7. Close and reopen all of the browsers.
8. Set up and establish a live agent chat with an anonymous user on the /csp.
9. Try to send an attachment file.

Expected behavior: The picture should get sent to the agent successfully and display it on both the agent and the customer's chat screen.

Actual behavior: The file sending will either take so long that the chat will time out or there will be a message saying 'We couldn't process your file at this time. Please try uploading again.'

Visual Task Boards

PRB1355565

Visual Task Boards

PRB1367262

KB0816100

1. In a Madrid instance, create a guided board with 100 lanes and 300 cards.
2. Upgrade the instance to New York.
3. Open the board.

The loading is much slower compared to that of Madrid.

Visual Task Boards

PRB1382289

Web Services

PRB1321313