Persistence

PRB594423

KB0621883

Refer to the listed KB article for details.

Persistence

PRB608048

Persistence

PRB1317653

UI Pages/Macros

PRB1394830

KB0820812

Refer to the listed KB article for details.

Persistence

PRB1401844

Sometimes long-running import, plugin, or scheduler jobs don't use the new db pool after the periodic refresh but use an exhausted pool, which can end up caching bad table metadata as a result.

This is causing issues for users installing language plugins. They see that after activating several I18N Language Translation plugins, not all translations are showing for the languages activated.

Discovery

PRB1349444

KB0751287

Refer to the listed KB article for details.

Customer Service Management

PRB1396228

KB0823643

Open the business rule 'Add customer role to contacts'.

Verify that it is not editable as it was set to read-only.

Advanced Work Assignment

PRB1390420

1. Set up Agent Chat.
2. Initiate a chat.
3. Have the agent reject the chat.
4. Confirm that the work item is in a queued state.
5. Change the document's assigned_to field from blank to a different agent.

Notice that the work item is canceled, which is the correct behavior. However, the cancellation reason should be 'Manually assigned' instead of 'Disqualified'.

Advanced Work Assignment

PRB1394898

1. Activate the Advanced Work Assignment plugin.
2. Add a user to all of the service channels.
3. Navigate to Advanced Work Assignment > Presence States.
4. Open the available state.
5. On the service channel, select all service channels from Available and move to Selected.
6. Impersonate the user added to Service Channels and open Agent Workspace.
7. Open the inbox page and make yourself available.
8. Check all available channels.
9. Open anor browser tab.
10. Open the table awa_agent_channel_availability.
11. Filter records to only display records for the user logged in to Agent Workspace.
12. Choose one channel and change its availability from true to false.
13. Switch tabs and navigate back to Agent Workspace.

Notice that the channel availability does not refresh correctly and still shows as available. You have to manually refresh the panel to see the expected behavior.

Agent Workspace

PRB1353617

1. Navigate to System Definition > Tables and look for 'Label' = 'Incident'.
2. Navigate to the Controls tab and set 'Extensible' to true.
3. Create a table and set 'Extends Table' to 'Incident' and save.
4. In the table's sys_db_object record, navigate to the Columns tab and click Category.
5. Navigate to the Choices tab and click New.
6. Set 'Table' to the table created in Step 3.
7. Add a label and value, and save.
8. Navigate to incident.do and notice the categories available.
9. Navigate to workspace and create an incident.

Notice that the choice from the child table is visible in workspace, but not visible in the incident view.

Agent Workspace

PRB1402110

1. Create an HTML field on the incident table and add it to workspace view.
2. Add an incident with that HTML field filled in, and add at least 10 lines of text.
3. Navigate to workspace.

   Notice the + and - icons are present below the field.

4. Make the newly created field read-only from its dictionary.
5. Navigate to workspace again.

Notice the + and - icons are no longer there, and the only option is to scroll.

Agent Workspace

PRB1404151

1. Navigate to an incident record.
2. Click the search icon on Caller.

Notice that the results in the list are capped at 250, even though there are more records available.

Agile Development

PRB1402422

1. Create an agile group with several users that have the scrum_master role.

   It is recommended that one of the user names added to the list should begin with the letter 'A'.

2. Impersonate one of the agile group users that does not start with 'A'.
3. Navigate to Agile Board > Sprint Planning.
4. Create a sprint and add stories.
5. Start the sprint.

You should be automatically directed to Sprint Tracking and either the Story Board or the Task Board. Currently, the owner should be the impersonated user (as long as they have the scrum_master role). However, notice that the owner of the board is always the first user (based on the user field) of the agile group.

App Client UI

PRB1394782

Application Installation Engine

PRB1361626

Application Installation Engine

PRB1388273

1. Install the SecOps app.
2. Upgrade the instance to a version pointing to a snapshot of SecOps apps.
3. Verify the post-upgrade behavior.

Expected behavior: The sn_vul_vulnerable_item table should be upgraded.

Actual behavior: The sn_vul_vulnerable_item table is skipped.

Application Portfolio Management (APM)

PRB1371191

1. Create at least 1 business application if there is none.
2. Create an indicator source called PPM.New.Project on the pm_project table with opened as today or after today, and the frequency should be quarterly.
3. Create an indicator source called PPM.New.Demand on the dmn_demand table with opened as today or after today, and the frequency should be quarterly.
4. Navigate to Automated Breakdown.
5. Select Business Application and add 2 facts tables called 'pm_project' and 'dmn_demand' in the breakdown mapping.

   Both should be matched to the Business Application field of both tables.

6. Create 2 automated indicators called 'Number of new Demands' and 'Number of new Projects', and the breakdown called 'Business Application'.
7. Assign 2 data collectors jobs for both indicators, one for historic data and the other schedules.
8. Create a demand and project with the business application in Step 1.

   When the job runs, pa_scores stores the PA score. You should have a count of 1 for both PA indicators by now.

9. Create 2 application indicators based on the 2 automated indicators and assign Business Application as the breakdown.

Notice that when the application scores are regenerated, one of the PA indicator scores overrides the other. Ideally, there should have been 2 different scores for the 1 application for the current month. The PA indicator overrides the scores generated before.

Assessments

PRB1392044

Asynchronous Message Bus

PRB1395792

Authentication

PRB1393855

Authentication - SSO

PRB1386543

KB0826284

Refer to the listed KB article for details.

AWA: Routing and Assignment

PRB1390690

1. Schedule a sys_trigger that refers to the trigger class com.snc.awa.presence.job.PresenceMgtJob to be run at some point in the future.
2. Upgrade the instance.
3. Wait for the job to run.

Expected behavior: The job will fail because the class doesn't exist, and will not run again or will stop retrying after a given number of attempts.

Actual behavior: The job fails with the error 'Cannot load job class: com.snc.awa.presence.job.PresenceMgtJob, job cannot be run'. The scheduler will schedule the job to be retried immediately. The job will fail again, and it will keep retrying the job indefinitely.

Cloud Management Application

PRB1353272

1. Log in to an instance with AWS discovery and a cloud account.
2. Set up profiles and a VM on the AWS blueprint.
3. Provision a server using the blueprint.
4. Navigate to the resource block.
5. Create an extension interface for stop operation.
6. Navigate to the stack and select the resource operation.

Expected behavior: The name should be shorter.

Actual behavior: The name for the extension interface created for stop operation is too long.

Cloud Management Application

PRB1369334

Cloud Management Application

PRB1373477

Cloud Management Application

PRB1387715

Cloud Management Application

PRB1387728

Condition Builder

PRB1379766

Configuration Management Database (CMDB)

PRB1390753

KB0824597

1. Open a CI that has more than 500 level 2 relationships.
2. Make sure 'CI Relations'. If not, add it from Form Layout.

Expected behavior: All the child relationships should show up in both flat and tree view

Actual behavior: Not all the child relationships are showing up.

Configuration Management Database (CMDB)

PRB1402556

Configuration Management Database (CMDB)

PRB1402772

Contract Management

PRB1386948

Core Platform

PRB1342151

Core Platform

PRB1388054

KB0823177

When users use the '@' mention feature in the Activity Formatter, the platform code performs a short impersonation of the user that is 'mentioned'. This can generate extra login event (sysevent) records. There is a check that suppresses these sysevents for all transactions except those that originate from GlideAjax- or UI-type transactions. But in this case, the sysevent is not suppressed, because posting to the Activity Stream uses GlideAjax, not a REST API.

The fix is enabled by default, which includes the new property glide.sys.block .login_events.mentioned_users. The default behavior for glide.sys.block.login_events. mentioned_users is 'On', which is also the case if the property is not present in sys_properties.

Refer to the listed KB article for details.

Core Platform

PRB1402670

On-premise users may notice that glide.self.monitor no longer functions or starts up. This PRB fix is for on-premise instances only. This should not be enabled in hosted instances as it will not function.

Core Platform

PRB1408149

1. Log in to a New York instance and activate the plugin com.snc.fiscal_calendar.
2. Type 'generate' in the navigator and generate the fiscal calendar values.
3. Navigate to any table that has no package name, for example, sys_choice.

   To find one, navigate to sys_db_object and filter as 'Package is Empty', and click Run.

4. Navigate to sys_choice.list and apply the filter as 'Created on'.

Expected behavior: The condition filter 'Created on' should show values for the fiscal calendar in the list, for example, 'Created on This Fiscal Quarter'.

Actual behavior: The list doesn't show values for the fiscal calendar.

Dashboards and Home Pages

PRB1387065

Database Indexes

PRB1321133

KB0725089

Refer to the listed KB article for details.

Discovery

PRB1351473

KB0822308

Refer to the listed KB article for details.

Discovery

PRB1352387

The SNMP - Routing pattern launched for BGP routers can cause out of memory issues on the MID Server or the instance. This can also create excessive records in the dscy_route_next_hop table, causing rapid table growth, slow queries, and systemic database overload and degradation.

In step 22 and step 23, a precondition has been added that verifies if the shouldRunRouterLogic property is set to true. If this property is set to true, the information will be collected. Step 23 also verifies that the information received is not empty.

Discovery

PRB1354526

Discovery

PRB1381697

Discovery

PRB1381957

KB0794198

Refer to the listed KB article for details.

Discovery

PRB1393341

1. Create and run a Cloud Discovery schedule that will result in a large payload.
2. When it is running and busy, trigger Cancel Discovery.

Observe how many times 'Update Cloud Resources Counts' is triggered. It should only be triggered once.

Discovery

PRB1393597

KB0819027

Refer to the listed KB article for details.

Domain Support

PRB1394223

1. Log in to a domain separated instance with demo data installed and confirm that your session is in global domain.
2. Navigate to kb_knowledge_base_list.do.
3. Open any knowledge base record.
4. Make sure that the Domain field and the Icon field are visible on the form. If they are not, add them.
5. Change the domain to any domain other than global.
6. Upload an icon using the Icon field.
7. Navigate to sys_attachment_list.

Expected behavior: The attachment should be in the record domain because glide.sys.domain. use_record_domain_for_data is set to true.

Actual behavior: The attachment is landing in the session domain, and setting glide.sys.domain. use_record_domain to true does not fix the issue.

Email

PRB1382665

KB0794248

1. Set up an email digest notification.
2. Make sure that the Omit watermark check box is checked on the notification.
3. Enable email digest for this notification from notification preferences.
4. Trigger the email notification.
5. Once the email digest is sent, check the sent email.

The watermark is added to the email body even though Omit watermark was checked in the notification.

Email

PRB1391819

A forced read ACL check on the cmn_notif_device table while processing notification recipients can prevent an email from being created. This can happen if a user other than the system user is running the Events Processing scheduled job.

Within the New York release, the following exception can be seen in the logs: 'CmnNotifDevice cannot be null' is thrown when processing user notification preferences if cmn_notif_device has no read access.

Encryption/Cryptography

PRB1401540

1. Navigate to the incident form.
2. Add all of the Assigned to dot-walked fields to the form.
3. Add a value to the Assigned to field.

Expected behavior: The dot-walked user field should load immediately, like it does in Madrid.

Actual behavior: The dot-walked user field loads slowly and the form freezes until all the dot-walked fields are loaded.

Event Management

PRB1375865

Event Management

PRB1379852

1. Add to cmdb_ci_server:
   • CI with the name 'server1.aaa', and FQDN: server1_fqdn
   • CI with the name 'server1', and FQDN: server2_fqdn
2. Create an event with the Node: server1.aaa and then create another event with the Node: server1.
3. Run the EvtMgmtNodeCount script.
4. Navigate to the license usage table.

The server1.aaa should have also been added.

Event Management

PRB1391728

KB0826649

1. Set the alert business rule 'Set update time' to not active.
2. Create a before business rule on the em_alert table.
3. Create an event, which will create an alert automatically.
4. Check that the created alert has created time in the past and updated time in the past.
5. Check that the alert is not copied to the alert history table.

Event Management

PRB1396040

The license usage script is checking for CI information from the vents but not from the alert. Therefore, the license usage is not working as expected when the incoming events and the associated CIs are in different domains.

There is no change in the default behavior. To get the new license usage script, the users should set evt_mgmt.use_alerts_ cis_in_license to true.

Event Management

PRB1402511

Event Management

PRB1405794

Field Service Management

PRB1368111

1. Create an appointment using the location configuration for which the location is in PST.
2. Set the currently logged in user's timezone to EST.
3. Navigate to the walk-up online check-in page and attempt to reschedule the appointment.

Notice that the actual start date is grayed out, but the start date in the user's timezone is already selected and cannot be reselected. The selected appointment should reflect the location's timezone, not the user's timezone.

Field Service Management

PRB1379864

1. Configure a holiday schedule for an appointment booking config that has a holiday exclusion schedule entry for a given start/end time (not a whole day).
2. View the appointment booking widget, either through Walk-up Experience or through the record producer.

   Observe that the appointment booking widget excludes the time slots.

3. Change the sys_property glide.sys.time_format from the system default (HH:mm:ss) to a 12hr format (hh:mm:ss a).
4. View the appointment booking widget.

Observe that the appointment booking time slots are now incorrect.

Flow Designer

PRB1357190

Flow Designer

PRB1368307

Flow Designer

PRB1370130

Flow Designer

PRB1371264

1. Create a flow.
2. Add a 'Created' trigger with the incident table.
3. Click Advanced Options.
4. Select User in the 'When to run the flow' section.
5. Try to close the pill.

The data pill will not close.

Flow Designer

PRB1371470

Flow Designer

PRB1383335

KB0812355

Refer to the listed KB article for details.

Flow Designer

PRB1383705

1. Navigate to Flow Designer > Designer.
2. Create an action with a JDBC step.
3. Click Test JDBC Step.

   The Test JDBC Step pop-up window is displayed.

4. In the JDBC step, provide an SQL statement which does not return any output.
5. Click Run Test.
6. Confirm that the results of the stored procedure have modified records on the target database.

Even though the stored procedure has been executed successfully, the JDBC action cannot be published.

Flow Designer

PRB1391495

Flow Designer

PRB1395173

1. Create a subflow.
2. Add an input of any type and provide a default value.
3. Add any action to the flow.
4. Save the flow.
5. Click Test.

   Notice that the input displays the default value provided.

6. Add a second input of any type and provide a default value.
7. Save the flow.
8. Click Test.

Expected behavior: The 2 inputs must be displayed with default values provided.

Actual behavior: Only the second input displays the default value. If you add a third input with a default value, it skips the first 2 input default values and only display the third.

Forms and Fields

PRB1369820

KB0788981

Refer to the listed KB article for details.

Forms and Fields

PRB1387699

Guided Tours

PRB1393217

1. Create a user with the guided_tour_admin and ITIL roles.
2. Impersonate the user and create a guided tour on, for example, the problem form.
3. Add a callout step on any section tab.

When running the tour, this last step is not found even though the section is present on the form. However, with a user that has the admin role, there is no such problem. This issue can be reproduced in New York and Orlando.

Guided Tours

PRB1394293

1. Navigate to incident.do.
2. Compete the required fields.
3. Open the sidebar.
4. Select and start the tour.

   Observe the introduction callout.

5. Click Begin tour.

   Observe the callout for step 1.

6. Save the record.

Notice that the record is saved and the form is refreshed, but the callout for step 1 is not displayed. In the browser console, there is an error saying 'SCRIPT70: Permission denied in guided_tours_player.js'.

Guided Tours

PRB1402276

1. Create a guided tour for the Service Portal.
2. Add a few steps to the tour and save.
3. Navigate to Guided Tour Designer > Configure Auto Launch.
4. Find the tour you created and enable auto-launch.
5. Open your browser's developer tools and toggle the device to be one of the pre-configured phones.
6. Open the /sp portal and wait for the guided tour prompt.

Expected behavior: After you start the tour, the tour will fail prematurely depending on the selectors you've configured because guided tours are not supported on mobile devices. This should also apply to the Service Portal when viewed from a mobile device.

Actual behavior: Guided tours will auto-launch on Service Portal from a mobile device.

Human Resources Service Management

PRB1354562

KB0780030

Refer to the listed KB article for details.

Human Resources Service Management

PRB1382457

Human Resources Service Management

PRB1384000

LE activity for signature may fail to populate pdf_template if the insert/update to create the sign document case is run as "system".

Sometimes LE activity creation is run as the logged in user, and sometimes it is run as "system". In cases where it is run as "system" and a sign document case is created, the pdf_template field will not be set by setting the document_ template field due to the hr_Utils.getPDF TemplateObjects ForDocumentType method checking if the current user can read sn_hr_core_ document_template records.

The pdf_template may fail to populate if the user cannot read the template. This can break common use cases for end users signing documents as they onboard or otherwise use the feature.

Human Resources Service Management

PRB1385665

KB0815773

Refer to the listed KB article for details.

Instance Security Center

PRB1405669

IntegrationHub

PRB1379130

IntegrationHub

PRB1380678

1. Navigate to Retry Policy and create a retry policy to rerun the flow 3 times every 20 seconds.
2. Create a REST action with the retry policy applied to it, and publish the action.
3. Create a subflow using the action under it, and publish the subflow.
4. Create a flow using the published subflow under it, and test the flow.
5. Navigate to the OPS view.

Notice that the flow is under the 'Waiting' state and it freezes. This causes the retry action to lose the context ID of the flow, because it is unable to run the same action again.

IntegrationHub

PRB1394331

1. Create a flow with the Do the following in parallel flow logic.
2. Have two activities A and B in the Do the following in parallel flow logic.
3. Try to add an End block in Activity A or B without If/Else.

Notice that the End block is grayed out and not available.

IntegrationHub

PRB1401292

1. Log in to any New York instance.
2. Open Flow Designer.
3. Create a flow with any name and any trigger.
4. Add a Send Email action.
5. Fill in random data for the necessary inputs to the action.
6. Drag a password2 type data pill into the body of the Send Email action.
7. Activate the flow.

Expected behavior: The flow should be activated successfully.

Actual behavior: The following error message displays: 'Invalid values passed to the API, details: Invalid data pill provided in (1) Action for field: Body'.

Knowledge Management

PRB1389937

Language and Translations

PRB1398949

Mobile (Classic)

PRB1392387

1. In a New York or Orlando instance, create an incident with a user as the caller in browser1.
2. Log in as that user in desktop browser2 or on mobile.
3. Access the incident from 'My incidents' and see that it can be opened.
4. From browser1, add an emoji work note or comment to the incident.
5. Access the incident as the first user in desktop browser2 or mobile.

Observe that neither the desktop browsers nor mobile can open the incident.

Mobile Platform

PRB1393222

1. Create an action item with multiple non-mandatory date UI parameters.
2. Associate the action item in Function, and create an item parameter for the source table fields (date fields) and map them with the date UI parameters.
3. Create a data item for the source table from where those multiple UI parameters are mapped to, for example, have 2 fields, Date1 and Date2, and the source table is incident.
4. Create an applet and present the date fields (Date1 and Date2) on the form for a user to provide input.
5. Open the ticket form where those date fields are (for example, the incident form) and submit the form.

Notice that you get an error message, but if you fill in both date fields, the form is submitted.

Mobile Platform

PRB1404277

Mobile Studio (non-classic)

PRB1387754

NLU Model Builder

PRB1389183

NotifyNow

PRB1394570

Orchestration

PRB1396438

Orchestration

PRB1396466

Patterns

PRB1374254

Patterns

PRB1390823

Patterns

PRB1393718

1. Configure Azure credentials and a service account.
2. Configure the discovery schedule for the account and run the discovery.
3. Check the discovery status and verify that Azure Database is in error status.
4. Check the discovery log.

Notice that the pattern is failing on step 2 'Get databases per databases instances' in the shared library 'Azure - Databases instances to Database'.

Patterns

PRB1402414

Performance Analytics

PRB1366437

Performance Analytics

PRB1376692

1. Enable PA premium and set up text analytics in the instance.
2. Create a text index configuration on an indicator source, for example, incidents.open.
3. Add a field to analyze (short_description, description).
4. Add a few indicators on the configuration that will be actively collecting the text indexes data.
5. Add those indicators to a temporary PA job that collects relative data for 30-day ago to 0 day ago.
6. Run the job to collect for both text and scores.
7. Create a text type PA widget with the indicator from Step 4.
8. Add the PA widget on a dashboard.

Expected behavior: The widget should be fully displayed.

Actual behavior: The loaded widget is not loaded completely. Part of the widget is being hidden even after increasing the size of the widget.

Performance Analytics

PRB1385387

It is currently not possible to disable the multiple elements selection feature in New York. It is an issue when the dashboard has a combination of widgets that support and do not support the feature. When the second element is selected, the widgets that do not support the feature will reset and show unfiltered data and invalid numbers without a warning.

For more information, refer to Disable multiple element selection on a dashboard.

Performance Analytics

PRB1385831

Changes are needed for the report_view ACL to allow users to have independent ACLs for extended table fields.

For more information, refer to Report_view access control.

1. Create a report_view ACL on an extended table field that is inherited from task.state (for example, incident.state).
2. Configure the ACL to enable only the admin role.
3. Create a pie report on the table incident and Group by state.
4. Share the report with an ITIL user.
5. Log in as the ITIL user.

Notice that you are not blocked. Currently, you are required to create the report_view ACL on the parent table. As a result, it is applied on all the child tables (for example, incident.state and problem.state).

Performance Analytics

PRB1389573

Persistence

PRB1350263

Persistence

PRB1384852

Persistence

PRB1396791

Persistence

PRB1405151

Platform Licensing

PRB1389115

Platform Licensing

PRB1389675

Platform Security

PRB1397297

When delegated administration is enabled, users are required to have the scoped admin role for granting that role to other users explicitly, or through other roles or groups. There are also workflows and batch jobs that are trying to grant that role. However, those operations fail, and indications are not logged to explain the failure.

Logging the error messages for such cases is controlled by the following property glide.security.scoped _administration. role.show_error. By default, its value is false. If users set the property to true, they can see messages like 'You do not have the role 'sn_templated _snip.template_snippet_reader' which is required to grant/remove 'sn_templated_snip. template_snippet_reader' under application administration'.

1. Make sure that Templated Snippets application, or any other app where application administration is set to true, is active.

   Notice that the admin role contains sn_templated_snip.template_snippet_admin.

2. Create a sys_user_group that has the admin role, for example, test-scoped-admin.
3. As admin, navigate to that group and notice that you can add a member to the group.
4. Try to add a member to the group as a system user.

Notice that there are no messages, but the user was not added to the group. Uncommenting the line in the script that sets the glide.security.scoped_ administration.role.show_error property to true allows you to see the reason. Notice that the system user does not have the sn_templated_snip.template_snippet_admin role and is unable to grant access to the group that includes that role.

Platform Security

PRB1401105

Predictive Intelligence

PRB1398764

Problem Management

PRB1384990

Project Management

PRB1351293

1. Create a project called Parent Project and set the following info in the 'Financials' tab:
   • Planned Capital = 1000
   • Planned Operating = 3000
2. Set any start and end dates and save the project.
3. Create a project task.
4. Create a subproject.
5. Create a resource plan in Parent Project and another resource plan in the subproject.
6. Create a cost plan in Parent Project and another cost plan in the subproject.
7. Create an expense line in Parent Project and another expense line in the subproject.
8. With the Parent Project record open, navigate to the subproject related list.
9. Click the Edit button and remove the subproject from the list.

   Both resource plans are still displayed in the related list in Parent Project. It shows the planned cost as $4000 when it should now be $1000.

10. Open the subproject created in Step 4.

Notice that the resource plan is not listed in the Resource Plan related list. However, if you navigate to the task level, the resource plan exits and has the incorrect parent. The parent is still the old parent project instead of current project. The cost plan and the financial summary display correctly, but the resource plan is missing.

Project Management

PRB1384166

Project Management

PRB1397039

Project Portfolio Management

PRB1365845

1. In a New York instance, navigate to Projects > Create New.
2. Create a project with 12 tasks.
3. Create 3 levels of hierarchy in the task.
4. Save the record.
5. Navigate back to the record.
6. Open the planning console from related links.
7. Change the state on any task.

Notice the large white space above and below the task.

Project Portfolio Management

PRB1376428

Reporting

PRB1374452

1. Create a trendbox report:
   • Table: Incident
   • Group By: Active
   • Trend By: Created
   • Trend Per: Month
   • Aggregate: Count
2. Save the report.
3. Navigate to the View/Run report page.
4. Reopen the report created in Step 1.
5. Click the back button to navigate back to the View/Run page from the report designer page.

Expected behavior: Users should be able to navigate back without a problem.

Actual behavior: The unsaved pop-up message is displayed.

Reporting

PRB1380135

1. Ensure that the instance is configured to use the multi-currency mode with the locale as empty to use System Default (US).
2. Create a table and add Currency and Reference fields to the sys_user_group table.
3. Add records to the new table and enter the amounts in USD.
4. Create a bar report on a table with a currency field with the following configuration:
   • Type: Bar
   • Table: Your new table from step 2
   • Group by: The Currency field from step 2
   • Stack by: The Reference field from step 2
   • Aggregation: Sum
5. Run the report.
6. Access a user and set the country code to France, so that the user uses a currency other than US dollars.
7. Impersonate that user and run the same report.

Expected behavior: The report should work.

Actual behavior: The report renders with a 'no data to display' message.

Resource Management

PRB1355750

1. Navigate to the allocation workbench.
2. Click Confirm by selecting a user from the list.
3. Check sys_audit.

Observe that the update is not captured. The notification is not sent because the business rule is not triggered.

Resource Management

PRB1355982

1. Create a resource plan on any project with the following information:
   • Resource Type: Group
   • Members preference: All members
2. Complete all other required values.
3. Move the resource plan to 'Allocated'.
4. Navigate to resource reports and add the following information:
   • Report Type: Allocation Details
   • Entity type: Project
   • Project: Use the project for the resource plan that was created
   • Dates: Set the dates according to the resource plan dates
5. When the report renders, find the group resource and drill down on the Allocated column.

Notice that no records are displayed.

Resource Management

PRB1362147

1. Create a resource plan and confirm/allocate it for a single user for enough hours so multiple resource allocation daily records are created.
2. Delete a resource allocation daily record that is in between 2 other dates.
3. Navigate to My Calendar and search for that user.
4. Cycle through the week and month views.

Notice that the last resource allocation daily record that can fit in the period is not displayed.

Resource Management

PRB1364561

1. Create a project record.
2. Create a resource plan for the project for a single user with 10 hours.
3. Request and then confirm/allocate the resource plan.
4. Create a time card record for the user of the resource plan.
5. Associate the resource plan and the project as the task.
6. Add a decimal number of hours, for example, 4.5.
7. Submit and approve the time card.

   Notice the Actual Hours for the resource plan and the Actual Hours for the resource allocation are correctly updated to 4.5 hours.

8. Navigate to the Allocation Workbench and create a new allocation board for the specific project.
9. Open the configuration box and add the Actuals Breakdown column.

Notice that the Actuals Breakdown column shows 4 hours instead of 4.5 hours. It rounds down the numbers from the Actual Hours field. If you add the Actual Hours resource plan column, it shows 4.5 hours.

Resource Management

PRB1371821

Resource Management

PRB1374444

Resource Management

PRB1382755

1. Create a project and a project task.
2. Create and allocate a resource plan for a project for a single user.
3. Impersonate the user resource and navigate to Time Sheet Portal.
4. Submit a time card with hours worked on Saturday and Sunday against a project task.
5. Impersonate the admin or the time card approver.
6. Approve the resource's time card.

Observe the resource plan's Actual Hours field. No hours are logged for the weekend work. If you repeat Steps 1-6 and submit a time card against the project, it updates the actual_hours correctly.

Resource Management

PRB1391338

Scheduled Job Processing

PRB1391347

Search UX

PRB1379579

Search UX

PRB1382047

1. Install the Customer Service plugin and the CSM Workspace plugin.
2. Navigate to /sys_db_object_list.do.
3. Search for the case (sn_customerservice_case) table and open.
4. Make the case table extensible by checking the Extensible checkbox in the above record.
5. Create a table that extends sn_customerservice_case.
6. Navigate to the new table and create a record in that table.
7. Copy the number of the record and close it.
8. Perform a global search for the number.

   Notice that it opens that record and the URL displays the new table.

9. Navigate to Agent Workspace and perform a global search for the same record.

Notice that the URL shows the parent table 'sn_customerservice_case' instead of the table where the record is created in.

Service Catalog: Service Portal Widgets

PRB1351567

KB0783065

Refer to the listed KB article for details.

Service Catalog: Service Portal Widgets

PRB1360685

KB0815472

Refer to the listed KB article for details.

Service Catalog

PRB1353321

KB0778371

1. Navigate to sys_db_object, search for incident and check the Extensible check box.
2. From Studio, create an application with any scope.
3. Create a table within that application that extends the incident.
4. Create a UI formatter for the newly created table using the formatter 'com_glideapp_questionset _default_question_editor'.
5. Using a new or existing record producer (for example, Service Category Request), set the 'Table name' to the above table, and create some variables if none exists.
6. Add the formatter to the new table form.
7. Create an on load client script on the new table that will hide one of the variables.

   For example, g_form.setDisplay("variables.var1", false);

8. Using the record producer created in Step 5, submit the record.
9. Navigate to the created record if you aren't already redirected.

   Notice that the variable hidden in Step 7 is not hidden.

10. Create a catalog UI policy on the same record producer hiding the same variable.

Notice that the variables are hidden correctly.

Service Catalog

PRB1359741

1. Create a multi-row variable set.
2. Create a lookup variable on the sys_user table with the reference qualifier javascript: "active=true^nameSTARTSWITH" + current.variables.field1.
3. Create variable field1 as single-line text.
4. Test variable field1 in UI.

The lookup variable is not filtered. If you test variable field1 in Service Portal, it works as expected.

Service Catalog

PRB1381576

Service Catalog

PRB1391571

Service Catalog

PRB1398118

Service Mapping

PRB1322645

Service Mapping

PRB1387911

KB0816119

Refer to the listed KB article for details.

Service Mapping

PRB1393134

Service Owner Workspace

PRB1395130

Service Owner Workspace

PRB1395176

Service Portal

PRB1385004

1. Make the sc_cat_item portal page SC Catalog Item widget public.
2. Create a record producer.
3. Add the user criteria in the Available For related list to make it available for public users.
4. Add a reference variable and select box or multiple choice variable for the record producer.
5. In the permissions section, make the record producer available to public.
6. Open the record producer in Service Portal.

   Notice the 401 error for CatalogDataLookup and CatalogFormDataLookupProcessors.

7. Select an option in the select box variable.

   Observe the error due to the SPProcessor.

8. Make sure that one of the variables for the item is mandatory.
9. Do not fill a value in the mandatory variable, and submit the record producer.

An error message appears and you receive an error in the network calls (angular.do?syparm _type=message) which is pointing to the NGMessage processor.

Service Portal

PRB1387897

1. Create a user and give them the sn_customerservice.customer role.
2. Impersonate this user and try to access https://xxx.service-now.com/csm?id=search.

Notice that the user cannot access the search widget and sees the Error 404 message.

Service Portal

PRB1403523

Software Asset Management Professional

PRB1361758

Software Asset Management Professional

PRB1374091

KB0817925

Refer to the listed KB article for details.

Software Asset Management Professional

PRB1383942

Software Asset Management Professional

PRB1388976

Software Asset Management Professional

PRB1389185

1. Create entitlements with non-zero cost for a suite like Microsoft Office or Adobe Creative Cloud.
2. Discover installs for the suite components in that suite.
3. Configure reclamation rules for the products in that suite so reclamation candidates get created for the installs from Step 2.
4. Run reconciliation.

Notice that each reclamation candidate is stamped with potential savings of the entire suite cost. Therefore, for example, if a user has 4 low usage installs related to Office, it will report total potential savings that are 4x the cost of Office. This can cause SAM Pro to report potential savings that are greater than the total cost of the suite itself.

Software Asset Management Professional

PRB1390345

1. Navigate to Application Navigator > SaaS License > Administration > Create a New Profile.
2. Create 2 Adobe profiles.
3. Run the job 'SAM - Import User Subscription'.

   You will see subscriptions for only one profile (mostly the first profile based on A-Z).

4. Navigate to SaaS License > All User Subscriptions.

Notice that there are no data for the second profile.

Software Asset Management Professional

PRB1392796

KB0822560

Refer to the listed KB article for details.

Transaction and Session Management

PRB1356817

Update Sets

PRB1393993

1. In a New York instance as an admin user, create an update set and make it current.
2. Navigate to Decision Tables and create a record.
3. Set the answer table as sys_choice.
4. On the created record, navigate to the Decision Input related list and create a record with the type 'Choice'.
5. Navigate to the Choices related lists and create 3 choices: 'A', 'B', and 'C'.
6. Return to the record created in step 2 and create a record under the Decisions related list.
7. In the condition builder of the record, select the Decision Input created in step 4 from the list and select one of the choices, then save.
8. Open the update set record under Local Update Sets, and set it to 'Complete'.
9. Select Export to XML.
10. In an Orlando instance, navigate to 'Retrieved Update Sets' and import the XML.
11. Open the update set you imported, preview, and commit it.
12. Navigate to Decision Tables and open the record imported via update set.
13. Open the decision record created in the Decisions related list.

Notice that the decision does not show the condition created in step 7. After returning to Decision Inputs and updating the label, the condition will appear in the decision record.

Upgrade Engine Issues

PRB1393707

Upgrade Engine Issues

PRB1397167

VA-Conversation Server

PRB1391420

1. Log in to a Madrid instance.
2. Update the system topic.
3. Upgrade to Orlando.

The system topic will not update and Virtual Agent will not work.

Virtual Agent Platform

PRB1398071

Virtual Agent Platform

PRB1401370

The custom app upload installation step is no longer valid, because the Now Virtual Agent bot is available in the Microsoft Global app store. Currently after authentication, installation starts in the background. After installation completes, a message confirms the installation and looks for the 'app package' upload in MS Teams to make the bot visible. However, now users should be able to search for the Now Virtual Agent bot in the MS Teams app and access it.

For more information, refer to Install the Virtual Agent integration with Microsoft Teams.

Visual Task Boards

PRB1376159

Visual Task Boards

PRB1401719

1. Open any VTB.
2. Open any card that has image attachments.
3. Open and close the attachments one by one.

The remaining attachments will no longer display.

Walk-Up Experience

PRB1367378

1. Install Walk-up Experience with demo data.
2. Navigate to Walk-up Experience > Administration > Appointment Configurations.
3. Choose 'San Diego Tech Lounge' and confirm the 'Time Zone' select is present.

   In demo data, it should be set to 'Appointment Location'.

4. Navigate to the record producer by clicking on the preview button of the catalog item 'SD Walk-up Appointment' and opening the record.
5. In the related list sn_walkup.variable_set, confirm that the location variable is present.
6. Click Preview Link to open the record producer form view.
7. Test the record producer, where cmn_location has a timezone (US/Eastern), and the user has a timezone (Europe/Brussels).

This should create an appointment in the location's timezone (US/Eastern), not the user's timezone (Europe/Brussels).

Walk-Up Experience

PRB1370162

1. Navigate to Profile > Time Format and set the user's time_format to 12 hr mode.
2. Create an appointment for the current day, but in the future.
3. View the associated wu_appointment record.

   Observe that the window_start record does not save the time portion of the date time. For example, 2019-10-24 9:30:00 AM will be stored as 2019-10-24 12:00:00 AM.

Notice that the associated sn_apptmnt_booking_ appointment_booking record stores the correct window_start. In the case of an appointment created on the same day, but in the future, it causes the scheduled job to run immediately and move the appointment from 'On Hold' state to 'New' state, causing it to show up in the queue before its scheduled time.