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    Home New York Release Notes New York release notes Available patches and hotfixes New York Patch 9

    New York Patch 9

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    New York Patch 9

    The New York Patch 9 release contains important problem fixes.

    New York Patch 9 was released on June 11, 2020.
    • Build date: 06-05-2020_2026
    • Build tag: glide-newyork-06-26-2019__patch9-05-27-2020
    Important: For more information about how to upgrade an instance, see Upgrade to New York.

    For more information about the release cycle, see the ServiceNow Release Cycle.

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

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

    Overview

    New York Patch 9 includes 191 problem fixes in various categories. The chart below shows the top 10 problem categories included in this patch.

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

    Security-related fixes

    New York Patch 9 includes fixes for security-related problems that affected certain ServiceNow® applications and the Now Platform®. We recommend that customers upgrade to this release for the most secure and up-to-date features. For more details on security problems fixed in New York Patch 9, refer to KB0789002.

    Changes in New York Patch 9

    Disable multiple element selection on a dashboard
    Dashboard owners have the option to disable multiple element select on an entire breakdown dashboard.
    Download the MID Server files
    You can manually verify the signature of an installation package with the jarsigner tool to ensure its authenticity. For more information about verifying the signature, see the MID Server upgrades section on manual verification.
    Install the Virtual Agent integration with Microsoft Teams
    Updates to the Now Virtual Agent integration for Microsoft Teams installation and verification process.
    MID Server upgrades
    • During an automatic upgrade, the MID Server automatically verifies the digital signature of upgrade packages to ensure they haven’t been tampered with.
    • To manually verify the signature of an installation or upgrade package, use the jarsigner tool which is available for free with JDK.
    Migration Utility
    The Problem Management Migration Utility, available in the ServiceNow® Store, is a guided setup application that helps you upgrade to adopt the base version of Problem Management using the guided problem life cycle.
    Report_view access control
    Report_view table ACLs prevent users from viewing report content based on the table specified in the ACL.

    Notable fixes

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

    Problem Short description Description Steps to reproduce

    Persistence

    PRB594423

    KB0621883

    Line charts that trend by a date field per week do not properly display records for a group when the week is split between two years

    Refer to the listed KB article for details.

    Persistence

    PRB608048

    Archive threads can run in parallel on separate nodes for long running archive processes, degrading performance and adding noise errors to the log The archiver is triggered hourly (by default) by a scheduled job, and only has protections to prevent a parallel archiver thread on the same node. If the archiver job is picked up by a node that is not currently running the archiver, it runs, despite a running job on another node.

    Persistence

    PRB1317653

    Cascade delete/update causes table lock when no index exists on the reference field of the table When deleting records pointed to by a reference field, if the reference field has no index, it causes a full table scan potentially blocking all other transactions on that table.

    UI Pages/Macros

    PRB1394830

    KB0820812

    The warning 'org.mozilla.java script.EcmaError:"referrerpolicy" is not defined.' appears in the system log

    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

    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

    Need to prevent any SNMP OID classifications being added with a Net-SNMP module OID starting with 1.3.6.1.4.1. 8072.3.2.

    Refer to the listed KB article for details.

    Customer Service Management

    PRB1396228

    KB0823643

    Update the business rule 'Add customer role to contacts' to allow customization and additional check before providing the contact role

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

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

    All other fixes

    Problem Short description Description Steps to reproduce

    Advanced Work Assignment

    PRB1390420

    Manual assignment of AWA documents cancels the work item with the incorrect reason
    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

    Channel availability is not refreshed automatically when deactivating through the awa_agent_ channel_availability table
    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

    Choices from child tables are visible in workspace, but are not visible on the regular platform
    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

    When an HTML field is read-only on a form, the plus and minus (+/-) icons are missing
    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

    The results in a reference list modal in Agent Workspace are capped at 250
    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

    The Story/Task Board owner is not set to the current user on the first access even if the user has appropriate scrum roles
    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

    Reduce redundant app logo update calls from an instance to the Store The update logo calls to Store results in approximately 150 HTTP calls from an instance to Store in one bunch. The issue occurs when a user on the instance loads the 'All applications' page, and when the scheduled job for the data refresh from the Store begins. The influx in the number of calls results in frequent errors stating that there are too many requests.

    Application Installation Engine

    PRB1361626

    Store application installations fail if the application's zip file size is larger than com.glide.attachment .max_size

    Application Installation Engine

    PRB1388273

    In-family app upgrades are skipping dictionary files When users perform an in-family upgrade, the apps are upgraded but certain tables are being skipped.
    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

    The Regenerate scores UI action overrides the previously generated scores for PA indicators
    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

    Unexpected results on normalized value when users use multi select with score and unscored mixed

    Asynchronous Message Bus

    PRB1395792

    Greeting messages in Virtual Agent are displayed out of order When Virtual Agent is loaded, the greeting messages that are initially displayed are sometimes displayed out of order.

    Authentication

    PRB1393855

    IdP initiated login always redirects to the default IdP in MultiSSO V2

    Authentication - SSO

    PRB1386543

    KB0826284

    An error appears when the 'Refresh MultiSSO IDP Metadata' scheduler job is run When the 'Refresh MultiSSO IDP Metadata' scheduler job runs, the following error appears: 'Invalid XML: net.shibboleth.utilities. java.support.xml.XMLParserException'.

    Refer to the listed KB article for details.

    AWA: Routing and Assignment

    PRB1390690

    Scheduled jobs that refer to the class com.snc.awa.presence.job. PresenceMgtJob throw errors Scheduled jobs fail with the error 'Cannot load job class: com.snc.awa.presence.job. PresenceMgtJob, job cannot be run' after the upgrade. After the job failure, the scheduler will schedule the job to be retried immediately. The job fails again, and it keeps retrying the job indefinitely.
    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

    The extension interface's names are too long when displayed on the resource operation in the life cycle operation
    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

    The POST REST API call does not work as expected The POST REST API call fails with a serialization exception error because the invokePost method in Amazon Web Services APIInvoker is not working properly.

    Cloud Management Application

    PRB1373477

    The rule for the budget notification policy is not seen after creation and the rule policy is not applied When the rule is created for a policy of the budget notification, on submitting the rule, the condition is not seen and the policy is not applied on provisioning.

    Cloud Management Application

    PRB1387715

    Azure disk provision from the ARM template doesn't populate the CMDB table

    Cloud Management Application

    PRB1387728

    Performance issues with the non-indexed query on sn_cmp_order from the business rule Update Order Status

    Condition Builder

    PRB1379766

    Choices for DateTime fields inserted using sysvalues.calendar.push doesn't work When users use a UI Script to add additional choices for Date/Time fields, these choices don't show up on the Lists in New York.

    Configuration Management Database (CMDB)

    PRB1390753

    KB0824597

    Missing nested relationships in the relationship formatter
    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

    Memory usage spike during dependent CI duplicate processing with large number of duplicates

    Configuration Management Database (CMDB)

    PRB1402772

    Needs to have the ability to skip problematic attributes and notify the skipped ones on the UI form On some occasions, Oracle DB instances may have the CLOB type data types on tables. When users use the duplicate remediation tool on these tables, the remediate option may fail with the following error: 'Failed to load basic information. java.lang.NullPointerException Check logs for error trace or enables glide.rest.debug property to verify REST request processing'.

    Contract Management

    PRB1386948

    The License Quantity Entitled field is unusable In a software or maintenance contract, the License Quantity Entitled field is read-only for users.

    Core Platform

    PRB1342151

    The 'Create' ACL is triggered instead of the 'Write' ACL on a dot-walked field for new records Assume that a user has the write access to a table (table1) but not the create access, and that another table (table2), where this user has the create access, has a dot-walked field of the previous table's one field (the table2 form has table1.field). If the user tries to create a new record on table2 and changes the value on the table1.field, the record for table2 will be created, but the value for the table1.field will be unchanged. It is found that the create ACL is failing for table1. If the user passes the ACL, then the field is updated .

    Core Platform

    PRB1388054

    KB0823177

    Impersonation creates login sys events when it is executed inside a GlideAjax transaction, even if the simulateLogin flag is false

    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

    Deprecation of self-monitor functionality is impacting on-premise customers

    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.

    On-premise users will need to configure and enable this fix by completing the following steps:
    • Set the glide.monitor.url property and value in the sys_properties table to 'https://disabled.service-now.com' (glide.monitor.url= https://disabled.service-now.com).
    • To update the target endpoint for notifications, update glide.monitor.url in the database to the target URL. Afterwards, reload the properties by running GlidePropertiesDB.invalidate(); from script.
    • Create and set the glide.self.monitor.enabled property to true in the sys_properties table (glide.self.monitor.enabled= true).

    Core Platform

    PRB1408149

    With the introduction of Business Calendar from the New York release, condition builder doesn't allow the date/time fields to filter with fiscal calendar values
    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

    When sharing a dashboard, the frame is partially hidden This issue is observed when using Chrome Version 80.

    Database Indexes

    PRB1321133

    KB0725089

    Large table optimization does not work in TPP when the ignored index does not exist on the primary partition When an index in a TPP hierarchy exists on a secondary partition but not the primary, large table optimization attempts to ignore the index on the primary partition, resulting in SQL exceptions and empty lists.

    Refer to the listed KB article for details.

    Discovery

    PRB1351473

    KB0822308

    MID Server upgrade failure on Ubuntu servers in New York The MID Server fails to detect the glibc version when it is running on Ubuntu in New York. The MID Server will log a MID Server issue for an incompatible glibc version and prevent the upgrade. This is due to a new OpenJRE, which has a minimum JRE version requirement to be 2.12 on a Linux host.

    Refer to the listed KB article for details.

    Discovery

    PRB1352387

    Potential out of memory issues if users are running the SNMP - Routing pattern against BGP routers

    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

    Cloud Discovery makes excessive calls to buildOsOldToNewValuesMap(), causing performance issues In Cloud Discovery, buildOsOldTo NewValuesMap() is called twice for every LDC, but should always give the same result during that schedule. This can cause the Cloud Discovery probes to take a long time to trigger and can cause high CPU usage.

    Discovery

    PRB1381697

    Excessive logging for CredentiallessDiscovery

    Discovery

    PRB1381957

    KB0794198

    Activating the Discovery plugin creates an execute ACL of type client_callable_ script_include

    Refer to the listed KB article for details.

    Discovery

    PRB1393341

    Database performance issues caused by too many 'cleanUpCached DiscoveryResults' triggered for the same discovery_status The issue occurs when users cancel discovery for Cloud Discovery.
    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

    The Windows server is not being linked to EC2 CIs

    Refer to the listed KB article for details.

    Domain Support

    PRB1394223

    Attachments added via image fields are not following the record domain
    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

    The Omit watermark check box does not work for email digest notifications For email digest notifications, even if the Omit watermark check box is marked, a watermark is appended to the email body.
    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

    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

    When a form has multiple dot-walked fields and a related reference field is selected, the related fields load slowly When a dot-walked record is added to the field on the form, the related dot-walked fields on the form will load slowly. The performance issue causes the form to freeze until the dot-walked fields are loaded. In New York, if users open a Chrome network console, they will notice that there are multiple xmlHttp.do for each field loading all the data. In Madrid, there is only one xmlHttp.do loaded.
    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

    Custom Alert State values can cause the exception 'Invalid alert state name' and leave Events (em_events) stuck in the 'Ready' state Custom Alert State values can cause exceptions related to EventTransformationHandler and leave Events stuck in the 'Ready' state.

    Event Management

    PRB1379852

    CIs with the same shortName and different FQDNs are mapped to the same CI in the license usage table (em_unique _node) Some event nodes are added to the license usage table (em_unique_node) as unknown, even if they are not unknown.
    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.
    There is only one row containing a CI with the following data:
    • CMDB CI: aaa.bbb
    • Class: Server
    • Node: /(no node)
    • Type: Server

    The server1.aaa should have also been added.

    Event Management

    PRB1391728

    KB0826649

    Alerts with before business rules or after business rules that take a long time can be missed by the impact copy job
    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 is not working as expected when the incoming events and the associated CIs are in different domains

    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

    Enhancements related to unknown license events in license calculation

    Field Service Management

    PRB1368111

    The Appointment Reschedule action in the Service Portal widget does not reflect the location timezone The Appointment Booking - Reselect widget uses a different method for populating the scheduled_appointment object in the appointment config data. When using the function getDisplayValueInternal, it renders the value in the user's timezone instead of the converted timezone.
    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

    Holiday excluded time slots in appointment booking behave inconsistently when using the 12hr time format Appointment booking slots break after changing the time format to 12hr. Also, holidays are not calculated if they are not full-day holidays. Both issues are related to GlideScheduleDateTime incorrectly parsing dates.
    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 Opsview intermittently shows UTC time instead of the local time

    Flow Designer

    PRB1368307

    The action with a REST step configured with the inline script input hangs in the waiting state

    Flow Designer

    PRB1370130

    Cannot reference count field from a lookup records step within a do-until flow with a script

    Flow Designer

    PRB1371264

    The data pill in Advanced Options for a flow cannot be closed
    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

    Stale labelcache causes the date comparison to fail The date comparison may fail after changing the If condition which compares two dates in Flow Designer.

    Flow Designer

    PRB1383335

    KB0812355

    Record watchers without valid sys_IDs trigger the flow for every update in the table Record watchers without sys_ids (sys_id= ^approvalINapproved ,rejected) will cause the flow to fire for every update within the table. This causes process plans to become large and consume massive amounts of memory.

    Refer to the listed KB article for details.

    Flow Designer

    PRB1383705

    The Flow Designer JDBC action cannot be published if the SQL statement returns no result
    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

    During the upgrade to New York, Flow Designer fails to recompile during the execution

    Flow Designer

    PRB1395173

    Adding two or more inputs with default values on a subflow ignores the default value on first input during a test run This issue was observed in New York.
    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

    Using Ctrl + left-click on the Open Record button in a reference field does not open the referenced record in a new tab of the browser While updating or creating any incident record, if the user selects any reference field's 'i' icon and uses Ctrl + left-click on Open Record, the reference field's record does not open in a new tab.

    Refer to the listed KB article for details.

    Forms and Fields

    PRB1387699

    Hiding the form field using a client script and setDisplay or a UI policy hides the variable with the same name Using a client script and the setDisplay GlideForm method or a UI policy to hide a form field will also hide a variable if they have the same name.

    Guided Tours

    PRB1393217

    Users with the guided_tour_admin role can't assign callouts on section tabs
    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

    Guided tours fail with the error 'SCRIPT70 Permission denied' when using Edge and IE browsers The guided tour terminates with the error 'SCRIPT70 Permission denied' after saving the record during the tour. This is specific to IE11 and Edge browsers, and works with a Chrome browser. This issue was observed in Orlando and New York.
    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

    Guided tours on Service Portal will auto-launch even when the device screen size is within the mobile range Guided tours should not auto-launch because it is not supported on mobile devices.
    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

    In the HR Portal, a delegate is not able to see an approval record under 'My to-dos' Delegate unable to see an approval record under 'My to-dos' while the main approver can see the approval record under 'My to-dos' without an issue.

    Refer to the listed KB article for details.

    Human Resources Service Management

    PRB1382457

    If a scoped admin role contains another scoped admin role, and that second scoped admin role does not have Application Administrator checked, the user will not have the expected access to certain records Even though a particular user may have a scoped admin role, as well as roles necessary to pass ACLs for a particular record, if that scoped admin role contains another scoped admin role, and that second scoped admin role does not have Application Administrator checked, the user will not have the expected access to the record.

    Human Resources Service Management

    PRB1384000

    LE activity for signature may fail to populate pdf_template

    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

    Record producer variables via the HRM To-dos Summary widget contain NULL values Under a specific set of circumstances, when navigating through the to-dos in the 'HRM To-dos Summary' widget, variables, part of HR record producer, are not copied over to the created HR case.

    Refer to the listed KB article for details.

    Instance Security Center

    PRB1405669

    Change the link to the hardening guide to point to the documentation site

    IntegrationHub

    PRB1379130

    The sys_domain column is set for all tables in the update and delete steps in Flow Designer The issue occurs when users create an action with the update record step, and pass the record of a custom table that does not have the sys_domain column. Glide shows an error message saying that the sys_domain column does not exist.

    IntegrationHub

    PRB1380678

    Issue with the HTTP retry policy inside a subflow with the error 'This step is currently awaiting retry.'
    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

    The End block is available only after If/Else, however, the End block should be available after any flow logic
    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

    Unable to activate a flow after dragging a password2 type data pill inside the Send Email base instance action
    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

    The 'Knowledge Field Facet' and the 'Show/Hide Filters' links are not screen reader-friendly The Knowledge Facet widgets do not use user-friendly text like the text in the Faceted Search widget.

    Language and Translations

    PRB1398949

    Korean translations are inaccurate Users are unable to use their instance in the Korean language as some words are not translated correctly.

    Mobile (Classic)

    PRB1392387

    In activity streams, users cannot access records that contain emojis in string and journal fields
    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

    In the Now Mobile app, the form containing multiple non-mandatory date UI parameters can't be submitted
    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

    The instance ID is not properly returned to the mobile client This results in issues with push notifications, like users receiving notifications from instances they are not logged in to. For example, a user could receive push notifications from one instance, log out, log in to another instance, and still get push notifications from the first instance.

    Mobile Studio (non-classic)

    PRB1387754

    Users cannot save or update applets with button instances in New York When trying to save an applet, users receive an uncaught error exception in the console.

    NLU Model Builder

    PRB1389183

    The getAllPublished Models in NLUUtil script include is returning incorrect results

    NotifyNow

    PRB1394570

    Move the twilio.min.js library and uptake the new Twilio client JS for WebRTC Move the twilio.min.js library to 'glide-notify' for local referencing. Also, uptake new Twilio client JS for WebRTC due to performance issues in Chrome browsers.

    Orchestration

    PRB1396438

    Memory leak in the JDBC orchestration probe When many JDBC activities are executed on a MID Server, it fails with an 'out of memory error: Java heap space' message.

    Orchestration

    PRB1396466

    Update the orchestration nodes definition to report available nodes only if orchestration use is present on the instance

    Patterns

    PRB1374254

    Issue with AIX server discovery

    Patterns

    PRB1390823

    The Weblogic pattern fails due to the lack of the main CI type The Weblogic pattern fails on the 'Match to Terminate if the entry_point.point belongs to cluster' step before proceeding to create the main CI type.

    Patterns

    PRB1393718

    Running the Azure Database pattern results in a discovery error Checking the discovery log shows that the error is on step 2 'Get databases per databases instances' in the shared library 'Azure - Databases instances to Database' and is caused by hidden corrupted characters in the EVAL text of the step.
    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

    Issue with libraries not filtering the MQ connections correctly and creating a large number of connections

    Performance Analytics

    PRB1366437

    Users get an error when trying to activate the 'com.snc.pa.domain _support' plugin if a PA Premium plugin is active but not the 'com.snc.pa.premium' one

    Performance Analytics

    PRB1376692

    The dashboard text widget is not fully displayed, and the navigator of the trend line is missing
    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

    Disabling multiple elements selection on the dashboard

    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

    Report_view ACL changes for extended tables

    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

    The filter selector for breakdown on text widgets is small and unable to expand

    Persistence

    PRB1350263

    Oracle 'NUMERIC' type is not properly translated by glide The getColumnType for Oracle number columns is returning 2 (java.sql.Types.NUMERIC) instead of 3 (DECIMAL), which is causing test failures.

    Persistence

    PRB1384852

    DBAction.close() does not suppress exceptions Issues with exception handling on Oracle can lead to connection exceptions being suppressed by other unrelated exceptions, so the original cause is lost. It can also propagate RuntimeException to higher levels, which can kill threads.

    Persistence

    PRB1396791

    For MySQL, users need a property to know if the instance supports a dynamic RR blacklist When users apply a standardized RR blacklist to the RR via a converge, they need to know that the instance supports dynamic RR blacklist routing.

    Persistence

    PRB1405151

    The DBI close method is no longer callable

    Platform Licensing

    PRB1389115

    Grandfathered tables are counted in the App Engine dashboard

    Platform Licensing

    PRB1389675

    Remove user record creation in update folders Remove the users created in update folders, which can cause record updates when updating the instance.

    Platform Security

    PRB1397297

    Users cannot add users to groups but do not receive error messages

    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

    When record visibility is turned on, the logged in user will impersonate the @ mentioned user, which generates a large number of impersonation events To avoid capturing impersonation events when record visibility is turned on, a new property has been introduced: glide.ui.mentions.check_record_visibility_log_events. Adding the glide.ui.mentions. check_record_visibility_log_events property and setting it to false will eliminate the noise created when many impersonation events are generated. By default, the value when the glide.ui.mentions. check_record_visibility_log_events property is not present is true and will have no effect. Users are still required to use glide.ui.mentions.check_record_visibility to turn on record visibility.

    Predictive Intelligence

    PRB1398764

    The classification solution visualization breaks as double quotes are not escaped during the processing of UI macro code This issue occurs in instances where the system property glide.ui.escape_all_script is set to false.

    Problem Management

    PRB1384990

    Updates to the Problem Management Best Practice - Madrid - State Model plugin and the Problem Management Best Practice - Jakarta plugin Starting from New York Patch 9, an admin can activate and repair both plugins when using the Problem Management Migration Utility.

    Project Management

    PRB1351293

    When a subproject is removed using the Edit UI action on the subproject related list, all of the associated cost plans are not unlinked The original project no longer reports correctly. Partial subproject figures are still included, but they are no longer linked.
    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

    When converting a demand into a project, some resource_ aggregate_daily records related to the demand, with more than 0 hours, remain When converting a demand into a project, some resource_ aggregate_daily records related to the demand, with more than 0 hours, remain. This occurs if the demand has a large number of resource plans.

    Project Management

    PRB1397039

    Extending a resource plan causes overlapping requested and resource allocations The issue occurs when the start date is in the same month as the end date, the start date is not the first of the month, and the end date is not the last of the month. When these conditions are met, overlapping requested and resource allocations are created.

    Project Portfolio Management

    PRB1365845

    When the state on the planning console is changed, the page loads with white spaces above and below the task This issue occurs when the project hierarchy has more than 15-20 tasks, 3 levels of task hierarchy, and the 'Enable Fire' business rule on the Save action for State or Duration.
    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

    Planned tasks in the planning console are being converted into a milestone in the Gantt chart when the date format is updated to dd-MM-YYYY After dragging a planned task into the Gantt chart, the task is incorrectly converted into a milestone. This occurs if the date format has been changed to dd-MM-YYYY.

    Reporting

    PRB1374452

    The trendbox chart is showing the unsaved pop-up message even when nothing is changed
    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

    A 'No data to display' message appears on bar reports when the user session currency is different than the system currency In a multi-currency instance, a bar report configured with 'Group by' on a currency field and a 'Stack by' column will not render if the user session currency is different than the system currency. The report displays 'No data to display'.
    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

    Notifications for business rules and audits on resource plans are not working when the resource plan is confirmed/allocated from Resource Finder When clicking Confirm on the allocation workbench, the state change to 'Confirmed' is not recorded in the audit. However, other updates performed from the allocation workbench are working as expected (for example, changing the state to 'Allocated' is recorded in the audit). The associated business rule is not triggered because the state is not captured in the audit. As a result, the notification related to the state change is not sent.
    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

    Resource reporting for projects do not display allocation daily records for group resources when drilling down In resource reports, when drilling down on allocated hours and the resource is a group, users do not see any of the related resource allocation daily records.
    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

    The last resource allocation daily record is not shown in My Calendar if there is a gap between resource_allocation_daily records
    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

    The allocation workbench is displaying rounded-down hours in the Actuals Breakdown column The Actuals Breakdown column is rounding down the numbers from the Actual Hours field. This results in Actual Hours on the project workbenches not matching the Actual Hours on the resource plans.
    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

    The 400 error appears in the console when selecting more than 210 records in ​Capacity Planning

    Resource Management

    PRB1374444

    Excessive memory utilization by the ResourceFinderDataService script include The '/api/now/resource_grid /rowdata/resource_finder' transactions can use excessive memory on application nodes due to holding large GlideElement() and GlideRecord() objects in the application node heap. This issue is caused by dot-walking to data during the variable assignment, but not converting the dot-walked data to a primitive type via toString()/getValue().

    Resource Management

    PRB1382755

    Actual Hours are not captured correctly on a project's resource plan when a weekend time card is submitted against a project task When users submit a time card against a project task, and that time card has weekend hours, the value in the Actual Hours field is incorrect. The correct value is given in the Actual Hours field when the time card is submitted against a project.
    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

    For the role resource plan, aggregates are generated for non-pps_resource roles with that role Role populated and group populated aggregates should be generated only for filtered users in a group of given roles. Instead, it is generating aggregates for all users with a given role.

    Scheduled Job Processing

    PRB1391347

    Scheduler index on sys_trigger Scheduler queries have increased in New York. On instances where the DB load is low, the queries execute quickly. However, when substantial load is applied to the DB, the queries tend to slow down tremendously.

    Search UX

    PRB1379579

    Core search API can return duplicate catalog items in search

    Search UX

    PRB1382047

    Global search is not opening the correct form The parent table is opened when searching for a record in a child table.
    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

    The mandatory attachment setting on catalog items is not being honored A catalog item request can be submitted without a mandatory attachment, which does not honor the enabled mandatory attachment setting.

    Refer to the listed KB article for details.

    Service Catalog: Service Portal Widgets

    PRB1360685

    KB0815472

    In Service Portal, variable.canRead() is not properly evaluated in the Approvals widget After upgrading to New York, the Approvals widget in Service Portal does not show the 'Options' toggle for approval-requests with variables in them.

    Refer to the listed KB article for details.

    Service Catalog

    PRB1353321

    KB0778371

    Users are unable to set variables to read-only on a variable editor in a custom scope
    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

    Dependent variables do not work with multi-row variable sets in native UI The lookup select box with reference qualifier does not work in UI, but works in Service Portal.
    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

    Empty location value in the sys_user table can lead to performance issues from the 'Update cart address' job

    Service Catalog

    PRB1391571

    Variables are not hidden in a printer-friendly version Variables are not hidden in a printer-friendly version, even when variables are hidden by the catalog client script.

    Service Catalog

    PRB1398118

    Disabling the cache flush through a property is not feasible When caching is disabled, users are still seeing stale cache flushing. As a result, when importing or transforming into sc_category, there are performance issues even with caching disabled. This also causes updates to sc_category records to be slow.

    Service Mapping

    PRB1322645

    Excessive calls to script include DiscoveryHost Utils during lab discovery Scheduler is overloaded and does not work as expected.

    Service Mapping

    PRB1387911

    KB0816119

    Multiple concurrent calls to /api/now/ pattern_library /GetCITypes may increase the memory consumption significantly in the instance, resulting in performance impact

    Refer to the listed KB article for details.

    Service Mapping

    PRB1393134

    There is a lack of usage analytic script for service mapping Missing metrics include: the number of servers belong to services, the percent of servers that belong to services, and the number of services started from bulk top-down discovery.

    Service Owner Workspace

    PRB1395176

    System admins are now able to view and activate the Service Owner Workspace plugin in the Plugins module

    Service Portal

    PRB1385004

    Public access is missing for SP, NGMessage, CatalogDataLookup, and CatalogForm DataLookup processors in AngularProcessor.java
    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

    The search widget in the CSM portal is not working as expected for customer contacts (the snc_external role) Customer contacts are denied access to the search widget in the CSM portal and receive the Error 404 message.
    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

    Update the query parameter to accept any reference ID, not just sys IDs Users require a support configuration for the meta tag using any reference ID, not just sys IDs, in the URL query parameter. This issue also relates to dynamic page titles. Changes need to be made to specify any table reference field query parameter other than sys_id while configuring the dynamic page title.

    Software Asset Management Professional

    PRB1361758

    The API is not returning discovery models, even though there are models for passed-in product, publisher, and version When the passed-in product, publisher, and version are partially normalized, no discovery models are returned even when there are discovery models with the normalized publisher, normalized product, and passed-in version.

    Software Asset Management Professional

    PRB1374091

    KB0817925

    Users are unable to reconcile Oracle DB and DB options installations in a Solaris Zone environment

    Refer to the listed KB article for details.

    Software Asset Management Professional

    PRB1383942

    Office 365 and Adobe integration fail The integration uses the sys_rest_message record and gets tied to a scope if the user sets a scope while creating an integration profile.

    Software Asset Management Professional

    PRB1388976

    In PerCore SQL Server licensing, the host uses standard licenses to cover the virtuals

    Software Asset Management Professional

    PRB1389185

    Reclamation candidates for suite components are incorrectly reporting too much potential savings
    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

    The Adobe subscription integration is not able to bring the subscriptions for more than one profile of the same kind When users have more than one profile for Office 365 or the Adobe subscription integration, it gets the subscription information of only the first profile.
    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

    Software reconciliation fails with the 'GlideRecord .addQuery() - invalid table name: undefined' error when using 'User Subscription' license metric from the 'Subscription' metric group with a non-SaaS software product

    Refer to the listed KB article for details.

    Transaction and Session Management

    PRB1356817

    Transaction cancellation error sent by the server is not consumable

    Update Sets

    PRB1393993

    The decisions on the decision table do not show the Decision Input condition choices after applying the update set
    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

    The upgrade manifest file is not attached to the sys_upgrade_ manifest record after an upgrade to New York If its size exceeds the value for the com.glide.attachment.max_size system property, the upgrade manifest file will not be attached to the sys_upgrade_manifest record following an upgrade to New York. Without the manifest file, the subsequent upgrades fall back to the hash_lookup mode.

    Upgrade Engine Issues

    PRB1397167

    For in-family upgrades, file hash is recorded again for unchanged customized record Users notice that for unchanged and customized files, entries are created in the sys_upgrade_state table. Users see two entries in sys_upgrade_state: one with the .xml extension and the other without the extension but with the same hash value.

    VA-Conversation Server

    PRB1391420

    Users are able to edit system topics, which breaks upgrades
    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.

    Vendor Manager Workspace

    PRB1395130

    System admins are now able to view VMW plugins System admins are also able to activate the VMW plugin with a valid subscription.

    Virtual Agent Platform

    PRB1398071

    Virtual Agent sends an endless loop of new chats when the user keeps sending text after the chat times out When a chat times out in Virtual Agent, and the user continues typing and sending text, the following message is displayed: 'I'm having technical issues and won't be able to continue this conversation.' This results in a new chat being created every time the user sends text. This creates an endless loop of new chats sent to the agents.

    Virtual Agent Platform

    PRB1401370

    MS Teams integration with Virtual Agent needs changes to the 'Upload a custom app package' step

    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

    The incident form is not loading if it is opened from a checklist in the Safari browser

    Visual Task Boards

    PRB1401719

    VTB attachments are disappearing intermittently The attachments disappear from the visual task board cards after viewing the image attachments.
    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

    The timezone in appointment scheduling does not reflect the timezone at the location when it is booked If a user with their date time preference set to EST books an appointment at 8 a.m. PST, it sets the appointment for 5 a.m. PST even though the UI is telling them 8 a.m.
    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

    When 'time_format' is in 12hr mode, the 'wu_appointment start_date' does not store the time portion of the date and time There is a discrepancy between the appointment start date stored in the appointment booking record, and the start date stored in the wu_appointment record. In the Create Appointment business rule on the wu_appointment table, when setting the window_start/ window_end dates, it cannot be correctly parsed from the sn_appointmentJSON. selectedWindow.actualStart value. This causes the record to store the date portion of the date/time but not the time portion, instead setting it to 12:00 AM. When a user schedules an appointment for the same day, the wu_appointment record will set the scheduled start in the past. This causes the appointment interaction record to immediately be set to the 'New' state instead of being in the 'On Hold' state.
    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.

    Fixes included

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

    • New York Patch 8 Hotfix 3
    • New York Patch 8 Hotfix 2
    • New York Patch 8 Hotfix 1
    • New York Patch 8
    • New York Patch 7b Hotfix 1
    • New York Patch 7b
    • New York Patch 7a Hotfix 1
    • New York Patch 7a
    • New York Patch 7
    • New York Patch 6
    • New York Patch 5
    • New York Patch 4 Hotfix 3
    • New York Patch 4
    • New York Patch 3
    • New York Patch 2
    • New York Patch 1
    • New York security and notable fixes
    • All other New York fixes

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      New York Patch 9

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      New York Patch 9

      The New York Patch 9 release contains important problem fixes.

      New York Patch 9 was released on June 11, 2020.
      • Build date: 06-05-2020_2026
      • Build tag: glide-newyork-06-26-2019__patch9-05-27-2020
      Important: For more information about how to upgrade an instance, see Upgrade to New York.

      For more information about the release cycle, see the ServiceNow Release Cycle.

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

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

      Overview

      New York Patch 9 includes 191 problem fixes in various categories. The chart below shows the top 10 problem categories included in this patch.

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

      Security-related fixes

      New York Patch 9 includes fixes for security-related problems that affected certain ServiceNow® applications and the Now Platform®. We recommend that customers upgrade to this release for the most secure and up-to-date features. For more details on security problems fixed in New York Patch 9, refer to KB0789002.

      Changes in New York Patch 9

      Disable multiple element selection on a dashboard
      Dashboard owners have the option to disable multiple element select on an entire breakdown dashboard.
      Download the MID Server files
      You can manually verify the signature of an installation package with the jarsigner tool to ensure its authenticity. For more information about verifying the signature, see the MID Server upgrades section on manual verification.
      Install the Virtual Agent integration with Microsoft Teams
      Updates to the Now Virtual Agent integration for Microsoft Teams installation and verification process.
      MID Server upgrades
      • During an automatic upgrade, the MID Server automatically verifies the digital signature of upgrade packages to ensure they haven’t been tampered with.
      • To manually verify the signature of an installation or upgrade package, use the jarsigner tool which is available for free with JDK.
      Migration Utility
      The Problem Management Migration Utility, available in the ServiceNow® Store, is a guided setup application that helps you upgrade to adopt the base version of Problem Management using the guided problem life cycle.
      Report_view access control
      Report_view table ACLs prevent users from viewing report content based on the table specified in the ACL.

      Notable fixes

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

      Problem Short description Description Steps to reproduce

      Persistence

      PRB594423

      KB0621883

      Line charts that trend by a date field per week do not properly display records for a group when the week is split between two years

      Refer to the listed KB article for details.

      Persistence

      PRB608048

      Archive threads can run in parallel on separate nodes for long running archive processes, degrading performance and adding noise errors to the log The archiver is triggered hourly (by default) by a scheduled job, and only has protections to prevent a parallel archiver thread on the same node. If the archiver job is picked up by a node that is not currently running the archiver, it runs, despite a running job on another node.

      Persistence

      PRB1317653

      Cascade delete/update causes table lock when no index exists on the reference field of the table When deleting records pointed to by a reference field, if the reference field has no index, it causes a full table scan potentially blocking all other transactions on that table.

      UI Pages/Macros

      PRB1394830

      KB0820812

      The warning 'org.mozilla.java script.EcmaError:"referrerpolicy" is not defined.' appears in the system log

      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

      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

      Need to prevent any SNMP OID classifications being added with a Net-SNMP module OID starting with 1.3.6.1.4.1. 8072.3.2.

      Refer to the listed KB article for details.

      Customer Service Management

      PRB1396228

      KB0823643

      Update the business rule 'Add customer role to contacts' to allow customization and additional check before providing the contact role

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

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

      All other fixes

      Problem Short description Description Steps to reproduce

      Advanced Work Assignment

      PRB1390420

      Manual assignment of AWA documents cancels the work item with the incorrect reason
      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

      Channel availability is not refreshed automatically when deactivating through the awa_agent_ channel_availability table
      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

      Choices from child tables are visible in workspace, but are not visible on the regular platform
      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

      When an HTML field is read-only on a form, the plus and minus (+/-) icons are missing
      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

      The results in a reference list modal in Agent Workspace are capped at 250
      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

      The Story/Task Board owner is not set to the current user on the first access even if the user has appropriate scrum roles
      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

      Reduce redundant app logo update calls from an instance to the Store The update logo calls to Store results in approximately 150 HTTP calls from an instance to Store in one bunch. The issue occurs when a user on the instance loads the 'All applications' page, and when the scheduled job for the data refresh from the Store begins. The influx in the number of calls results in frequent errors stating that there are too many requests.

      Application Installation Engine

      PRB1361626

      Store application installations fail if the application's zip file size is larger than com.glide.attachment .max_size

      Application Installation Engine

      PRB1388273

      In-family app upgrades are skipping dictionary files When users perform an in-family upgrade, the apps are upgraded but certain tables are being skipped.
      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

      The Regenerate scores UI action overrides the previously generated scores for PA indicators
      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

      Unexpected results on normalized value when users use multi select with score and unscored mixed

      Asynchronous Message Bus

      PRB1395792

      Greeting messages in Virtual Agent are displayed out of order When Virtual Agent is loaded, the greeting messages that are initially displayed are sometimes displayed out of order.

      Authentication

      PRB1393855

      IdP initiated login always redirects to the default IdP in MultiSSO V2

      Authentication - SSO

      PRB1386543

      KB0826284

      An error appears when the 'Refresh MultiSSO IDP Metadata' scheduler job is run When the 'Refresh MultiSSO IDP Metadata' scheduler job runs, the following error appears: 'Invalid XML: net.shibboleth.utilities. java.support.xml.XMLParserException'.

      Refer to the listed KB article for details.

      AWA: Routing and Assignment

      PRB1390690

      Scheduled jobs that refer to the class com.snc.awa.presence.job. PresenceMgtJob throw errors Scheduled jobs fail with the error 'Cannot load job class: com.snc.awa.presence.job. PresenceMgtJob, job cannot be run' after the upgrade. After the job failure, the scheduler will schedule the job to be retried immediately. The job fails again, and it keeps retrying the job indefinitely.
      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

      The extension interface's names are too long when displayed on the resource operation in the life cycle operation
      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

      The POST REST API call does not work as expected The POST REST API call fails with a serialization exception error because the invokePost method in Amazon Web Services APIInvoker is not working properly.

      Cloud Management Application

      PRB1373477

      The rule for the budget notification policy is not seen after creation and the rule policy is not applied When the rule is created for a policy of the budget notification, on submitting the rule, the condition is not seen and the policy is not applied on provisioning.

      Cloud Management Application

      PRB1387715

      Azure disk provision from the ARM template doesn't populate the CMDB table

      Cloud Management Application

      PRB1387728

      Performance issues with the non-indexed query on sn_cmp_order from the business rule Update Order Status

      Condition Builder

      PRB1379766

      Choices for DateTime fields inserted using sysvalues.calendar.push doesn't work When users use a UI Script to add additional choices for Date/Time fields, these choices don't show up on the Lists in New York.

      Configuration Management Database (CMDB)

      PRB1390753

      KB0824597

      Missing nested relationships in the relationship formatter
      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

      Memory usage spike during dependent CI duplicate processing with large number of duplicates

      Configuration Management Database (CMDB)

      PRB1402772

      Needs to have the ability to skip problematic attributes and notify the skipped ones on the UI form On some occasions, Oracle DB instances may have the CLOB type data types on tables. When users use the duplicate remediation tool on these tables, the remediate option may fail with the following error: 'Failed to load basic information. java.lang.NullPointerException Check logs for error trace or enables glide.rest.debug property to verify REST request processing'.

      Contract Management

      PRB1386948

      The License Quantity Entitled field is unusable In a software or maintenance contract, the License Quantity Entitled field is read-only for users.

      Core Platform

      PRB1342151

      The 'Create' ACL is triggered instead of the 'Write' ACL on a dot-walked field for new records Assume that a user has the write access to a table (table1) but not the create access, and that another table (table2), where this user has the create access, has a dot-walked field of the previous table's one field (the table2 form has table1.field). If the user tries to create a new record on table2 and changes the value on the table1.field, the record for table2 will be created, but the value for the table1.field will be unchanged. It is found that the create ACL is failing for table1. If the user passes the ACL, then the field is updated .

      Core Platform

      PRB1388054

      KB0823177

      Impersonation creates login sys events when it is executed inside a GlideAjax transaction, even if the simulateLogin flag is false

      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

      Deprecation of self-monitor functionality is impacting on-premise customers

      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.

      On-premise users will need to configure and enable this fix by completing the following steps:
      • Set the glide.monitor.url property and value in the sys_properties table to 'https://disabled.service-now.com' (glide.monitor.url= https://disabled.service-now.com).
      • To update the target endpoint for notifications, update glide.monitor.url in the database to the target URL. Afterwards, reload the properties by running GlidePropertiesDB.invalidate(); from script.
      • Create and set the glide.self.monitor.enabled property to true in the sys_properties table (glide.self.monitor.enabled= true).

      Core Platform

      PRB1408149

      With the introduction of Business Calendar from the New York release, condition builder doesn't allow the date/time fields to filter with fiscal calendar values
      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

      When sharing a dashboard, the frame is partially hidden This issue is observed when using Chrome Version 80.

      Database Indexes

      PRB1321133

      KB0725089

      Large table optimization does not work in TPP when the ignored index does not exist on the primary partition When an index in a TPP hierarchy exists on a secondary partition but not the primary, large table optimization attempts to ignore the index on the primary partition, resulting in SQL exceptions and empty lists.

      Refer to the listed KB article for details.

      Discovery

      PRB1351473

      KB0822308

      MID Server upgrade failure on Ubuntu servers in New York The MID Server fails to detect the glibc version when it is running on Ubuntu in New York. The MID Server will log a MID Server issue for an incompatible glibc version and prevent the upgrade. This is due to a new OpenJRE, which has a minimum JRE version requirement to be 2.12 on a Linux host.

      Refer to the listed KB article for details.

      Discovery

      PRB1352387

      Potential out of memory issues if users are running the SNMP - Routing pattern against BGP routers

      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

      Cloud Discovery makes excessive calls to buildOsOldToNewValuesMap(), causing performance issues In Cloud Discovery, buildOsOldTo NewValuesMap() is called twice for every LDC, but should always give the same result during that schedule. This can cause the Cloud Discovery probes to take a long time to trigger and can cause high CPU usage.

      Discovery

      PRB1381697

      Excessive logging for CredentiallessDiscovery

      Discovery

      PRB1381957

      KB0794198

      Activating the Discovery plugin creates an execute ACL of type client_callable_ script_include

      Refer to the listed KB article for details.

      Discovery

      PRB1393341

      Database performance issues caused by too many 'cleanUpCached DiscoveryResults' triggered for the same discovery_status The issue occurs when users cancel discovery for Cloud Discovery.
      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

      The Windows server is not being linked to EC2 CIs

      Refer to the listed KB article for details.

      Domain Support

      PRB1394223

      Attachments added via image fields are not following the record domain
      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

      The Omit watermark check box does not work for email digest notifications For email digest notifications, even if the Omit watermark check box is marked, a watermark is appended to the email body.
      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

      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

      When a form has multiple dot-walked fields and a related reference field is selected, the related fields load slowly When a dot-walked record is added to the field on the form, the related dot-walked fields on the form will load slowly. The performance issue causes the form to freeze until the dot-walked fields are loaded. In New York, if users open a Chrome network console, they will notice that there are multiple xmlHttp.do for each field loading all the data. In Madrid, there is only one xmlHttp.do loaded.
      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

      Custom Alert State values can cause the exception 'Invalid alert state name' and leave Events (em_events) stuck in the 'Ready' state Custom Alert State values can cause exceptions related to EventTransformationHandler and leave Events stuck in the 'Ready' state.

      Event Management

      PRB1379852

      CIs with the same shortName and different FQDNs are mapped to the same CI in the license usage table (em_unique _node) Some event nodes are added to the license usage table (em_unique_node) as unknown, even if they are not unknown.
      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.
      There is only one row containing a CI with the following data:
      • CMDB CI: aaa.bbb
      • Class: Server
      • Node: /(no node)
      • Type: Server

      The server1.aaa should have also been added.

      Event Management

      PRB1391728

      KB0826649

      Alerts with before business rules or after business rules that take a long time can be missed by the impact copy job
      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 is not working as expected when the incoming events and the associated CIs are in different domains

      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

      Enhancements related to unknown license events in license calculation

      Field Service Management

      PRB1368111

      The Appointment Reschedule action in the Service Portal widget does not reflect the location timezone The Appointment Booking - Reselect widget uses a different method for populating the scheduled_appointment object in the appointment config data. When using the function getDisplayValueInternal, it renders the value in the user's timezone instead of the converted timezone.
      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

      Holiday excluded time slots in appointment booking behave inconsistently when using the 12hr time format Appointment booking slots break after changing the time format to 12hr. Also, holidays are not calculated if they are not full-day holidays. Both issues are related to GlideScheduleDateTime incorrectly parsing dates.
      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 Opsview intermittently shows UTC time instead of the local time

      Flow Designer

      PRB1368307

      The action with a REST step configured with the inline script input hangs in the waiting state

      Flow Designer

      PRB1370130

      Cannot reference count field from a lookup records step within a do-until flow with a script

      Flow Designer

      PRB1371264

      The data pill in Advanced Options for a flow cannot be closed
      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

      Stale labelcache causes the date comparison to fail The date comparison may fail after changing the If condition which compares two dates in Flow Designer.

      Flow Designer

      PRB1383335

      KB0812355

      Record watchers without valid sys_IDs trigger the flow for every update in the table Record watchers without sys_ids (sys_id= ^approvalINapproved ,rejected) will cause the flow to fire for every update within the table. This causes process plans to become large and consume massive amounts of memory.

      Refer to the listed KB article for details.

      Flow Designer

      PRB1383705

      The Flow Designer JDBC action cannot be published if the SQL statement returns no result
      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

      During the upgrade to New York, Flow Designer fails to recompile during the execution

      Flow Designer

      PRB1395173

      Adding two or more inputs with default values on a subflow ignores the default value on first input during a test run This issue was observed in New York.
      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

      Using Ctrl + left-click on the Open Record button in a reference field does not open the referenced record in a new tab of the browser While updating or creating any incident record, if the user selects any reference field's 'i' icon and uses Ctrl + left-click on Open Record, the reference field's record does not open in a new tab.

      Refer to the listed KB article for details.

      Forms and Fields

      PRB1387699

      Hiding the form field using a client script and setDisplay or a UI policy hides the variable with the same name Using a client script and the setDisplay GlideForm method or a UI policy to hide a form field will also hide a variable if they have the same name.

      Guided Tours

      PRB1393217

      Users with the guided_tour_admin role can't assign callouts on section tabs
      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

      Guided tours fail with the error 'SCRIPT70 Permission denied' when using Edge and IE browsers The guided tour terminates with the error 'SCRIPT70 Permission denied' after saving the record during the tour. This is specific to IE11 and Edge browsers, and works with a Chrome browser. This issue was observed in Orlando and New York.
      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

      Guided tours on Service Portal will auto-launch even when the device screen size is within the mobile range Guided tours should not auto-launch because it is not supported on mobile devices.
      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

      In the HR Portal, a delegate is not able to see an approval record under 'My to-dos' Delegate unable to see an approval record under 'My to-dos' while the main approver can see the approval record under 'My to-dos' without an issue.

      Refer to the listed KB article for details.

      Human Resources Service Management

      PRB1382457

      If a scoped admin role contains another scoped admin role, and that second scoped admin role does not have Application Administrator checked, the user will not have the expected access to certain records Even though a particular user may have a scoped admin role, as well as roles necessary to pass ACLs for a particular record, if that scoped admin role contains another scoped admin role, and that second scoped admin role does not have Application Administrator checked, the user will not have the expected access to the record.

      Human Resources Service Management

      PRB1384000

      LE activity for signature may fail to populate pdf_template

      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

      Record producer variables via the HRM To-dos Summary widget contain NULL values Under a specific set of circumstances, when navigating through the to-dos in the 'HRM To-dos Summary' widget, variables, part of HR record producer, are not copied over to the created HR case.

      Refer to the listed KB article for details.

      Instance Security Center

      PRB1405669

      Change the link to the hardening guide to point to the documentation site

      IntegrationHub

      PRB1379130

      The sys_domain column is set for all tables in the update and delete steps in Flow Designer The issue occurs when users create an action with the update record step, and pass the record of a custom table that does not have the sys_domain column. Glide shows an error message saying that the sys_domain column does not exist.

      IntegrationHub

      PRB1380678

      Issue with the HTTP retry policy inside a subflow with the error 'This step is currently awaiting retry.'
      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

      The End block is available only after If/Else, however, the End block should be available after any flow logic
      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

      Unable to activate a flow after dragging a password2 type data pill inside the Send Email base instance action
      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

      The 'Knowledge Field Facet' and the 'Show/Hide Filters' links are not screen reader-friendly The Knowledge Facet widgets do not use user-friendly text like the text in the Faceted Search widget.

      Language and Translations

      PRB1398949

      Korean translations are inaccurate Users are unable to use their instance in the Korean language as some words are not translated correctly.

      Mobile (Classic)

      PRB1392387

      In activity streams, users cannot access records that contain emojis in string and journal fields
      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

      In the Now Mobile app, the form containing multiple non-mandatory date UI parameters can't be submitted
      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

      The instance ID is not properly returned to the mobile client This results in issues with push notifications, like users receiving notifications from instances they are not logged in to. For example, a user could receive push notifications from one instance, log out, log in to another instance, and still get push notifications from the first instance.

      Mobile Studio (non-classic)

      PRB1387754

      Users cannot save or update applets with button instances in New York When trying to save an applet, users receive an uncaught error exception in the console.

      NLU Model Builder

      PRB1389183

      The getAllPublished Models in NLUUtil script include is returning incorrect results

      NotifyNow

      PRB1394570

      Move the twilio.min.js library and uptake the new Twilio client JS for WebRTC Move the twilio.min.js library to 'glide-notify' for local referencing. Also, uptake new Twilio client JS for WebRTC due to performance issues in Chrome browsers.

      Orchestration

      PRB1396438

      Memory leak in the JDBC orchestration probe When many JDBC activities are executed on a MID Server, it fails with an 'out of memory error: Java heap space' message.

      Orchestration

      PRB1396466

      Update the orchestration nodes definition to report available nodes only if orchestration use is present on the instance

      Patterns

      PRB1374254

      Issue with AIX server discovery

      Patterns

      PRB1390823

      The Weblogic pattern fails due to the lack of the main CI type The Weblogic pattern fails on the 'Match to Terminate if the entry_point.point belongs to cluster' step before proceeding to create the main CI type.

      Patterns

      PRB1393718

      Running the Azure Database pattern results in a discovery error Checking the discovery log shows that the error is on step 2 'Get databases per databases instances' in the shared library 'Azure - Databases instances to Database' and is caused by hidden corrupted characters in the EVAL text of the step.
      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

      Issue with libraries not filtering the MQ connections correctly and creating a large number of connections

      Performance Analytics

      PRB1366437

      Users get an error when trying to activate the 'com.snc.pa.domain _support' plugin if a PA Premium plugin is active but not the 'com.snc.pa.premium' one

      Performance Analytics

      PRB1376692

      The dashboard text widget is not fully displayed, and the navigator of the trend line is missing
      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

      Disabling multiple elements selection on the dashboard

      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

      Report_view ACL changes for extended tables

      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

      The filter selector for breakdown on text widgets is small and unable to expand

      Persistence

      PRB1350263

      Oracle 'NUMERIC' type is not properly translated by glide The getColumnType for Oracle number columns is returning 2 (java.sql.Types.NUMERIC) instead of 3 (DECIMAL), which is causing test failures.

      Persistence

      PRB1384852

      DBAction.close() does not suppress exceptions Issues with exception handling on Oracle can lead to connection exceptions being suppressed by other unrelated exceptions, so the original cause is lost. It can also propagate RuntimeException to higher levels, which can kill threads.

      Persistence

      PRB1396791

      For MySQL, users need a property to know if the instance supports a dynamic RR blacklist When users apply a standardized RR blacklist to the RR via a converge, they need to know that the instance supports dynamic RR blacklist routing.

      Persistence

      PRB1405151

      The DBI close method is no longer callable

      Platform Licensing

      PRB1389115

      Grandfathered tables are counted in the App Engine dashboard

      Platform Licensing

      PRB1389675

      Remove user record creation in update folders Remove the users created in update folders, which can cause record updates when updating the instance.

      Platform Security

      PRB1397297

      Users cannot add users to groups but do not receive error messages

      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

      When record visibility is turned on, the logged in user will impersonate the @ mentioned user, which generates a large number of impersonation events To avoid capturing impersonation events when record visibility is turned on, a new property has been introduced: glide.ui.mentions.check_record_visibility_log_events. Adding the glide.ui.mentions. check_record_visibility_log_events property and setting it to false will eliminate the noise created when many impersonation events are generated. By default, the value when the glide.ui.mentions. check_record_visibility_log_events property is not present is true and will have no effect. Users are still required to use glide.ui.mentions.check_record_visibility to turn on record visibility.

      Predictive Intelligence

      PRB1398764

      The classification solution visualization breaks as double quotes are not escaped during the processing of UI macro code This issue occurs in instances where the system property glide.ui.escape_all_script is set to false.

      Problem Management

      PRB1384990

      Updates to the Problem Management Best Practice - Madrid - State Model plugin and the Problem Management Best Practice - Jakarta plugin Starting from New York Patch 9, an admin can activate and repair both plugins when using the Problem Management Migration Utility.

      Project Management

      PRB1351293

      When a subproject is removed using the Edit UI action on the subproject related list, all of the associated cost plans are not unlinked The original project no longer reports correctly. Partial subproject figures are still included, but they are no longer linked.
      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

      When converting a demand into a project, some resource_ aggregate_daily records related to the demand, with more than 0 hours, remain When converting a demand into a project, some resource_ aggregate_daily records related to the demand, with more than 0 hours, remain. This occurs if the demand has a large number of resource plans.

      Project Management

      PRB1397039

      Extending a resource plan causes overlapping requested and resource allocations The issue occurs when the start date is in the same month as the end date, the start date is not the first of the month, and the end date is not the last of the month. When these conditions are met, overlapping requested and resource allocations are created.

      Project Portfolio Management

      PRB1365845

      When the state on the planning console is changed, the page loads with white spaces above and below the task This issue occurs when the project hierarchy has more than 15-20 tasks, 3 levels of task hierarchy, and the 'Enable Fire' business rule on the Save action for State or Duration.
      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

      Planned tasks in the planning console are being converted into a milestone in the Gantt chart when the date format is updated to dd-MM-YYYY After dragging a planned task into the Gantt chart, the task is incorrectly converted into a milestone. This occurs if the date format has been changed to dd-MM-YYYY.

      Reporting

      PRB1374452

      The trendbox chart is showing the unsaved pop-up message even when nothing is changed
      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

      A 'No data to display' message appears on bar reports when the user session currency is different than the system currency In a multi-currency instance, a bar report configured with 'Group by' on a currency field and a 'Stack by' column will not render if the user session currency is different than the system currency. The report displays 'No data to display'.
      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

      Notifications for business rules and audits on resource plans are not working when the resource plan is confirmed/allocated from Resource Finder When clicking Confirm on the allocation workbench, the state change to 'Confirmed' is not recorded in the audit. However, other updates performed from the allocation workbench are working as expected (for example, changing the state to 'Allocated' is recorded in the audit). The associated business rule is not triggered because the state is not captured in the audit. As a result, the notification related to the state change is not sent.
      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

      Resource reporting for projects do not display allocation daily records for group resources when drilling down In resource reports, when drilling down on allocated hours and the resource is a group, users do not see any of the related resource allocation daily records.
      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

      The last resource allocation daily record is not shown in My Calendar if there is a gap between resource_allocation_daily records
      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

      The allocation workbench is displaying rounded-down hours in the Actuals Breakdown column The Actuals Breakdown column is rounding down the numbers from the Actual Hours field. This results in Actual Hours on the project workbenches not matching the Actual Hours on the resource plans.
      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

      The 400 error appears in the console when selecting more than 210 records in ​Capacity Planning

      Resource Management

      PRB1374444

      Excessive memory utilization by the ResourceFinderDataService script include The '/api/now/resource_grid /rowdata/resource_finder' transactions can use excessive memory on application nodes due to holding large GlideElement() and GlideRecord() objects in the application node heap. This issue is caused by dot-walking to data during the variable assignment, but not converting the dot-walked data to a primitive type via toString()/getValue().

      Resource Management

      PRB1382755

      Actual Hours are not captured correctly on a project's resource plan when a weekend time card is submitted against a project task When users submit a time card against a project task, and that time card has weekend hours, the value in the Actual Hours field is incorrect. The correct value is given in the Actual Hours field when the time card is submitted against a project.
      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

      For the role resource plan, aggregates are generated for non-pps_resource roles with that role Role populated and group populated aggregates should be generated only for filtered users in a group of given roles. Instead, it is generating aggregates for all users with a given role.

      Scheduled Job Processing

      PRB1391347

      Scheduler index on sys_trigger Scheduler queries have increased in New York. On instances where the DB load is low, the queries execute quickly. However, when substantial load is applied to the DB, the queries tend to slow down tremendously.

      Search UX

      PRB1379579

      Core search API can return duplicate catalog items in search

      Search UX

      PRB1382047

      Global search is not opening the correct form The parent table is opened when searching for a record in a child table.
      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

      The mandatory attachment setting on catalog items is not being honored A catalog item request can be submitted without a mandatory attachment, which does not honor the enabled mandatory attachment setting.

      Refer to the listed KB article for details.

      Service Catalog: Service Portal Widgets

      PRB1360685

      KB0815472

      In Service Portal, variable.canRead() is not properly evaluated in the Approvals widget After upgrading to New York, the Approvals widget in Service Portal does not show the 'Options' toggle for approval-requests with variables in them.

      Refer to the listed KB article for details.

      Service Catalog

      PRB1353321

      KB0778371

      Users are unable to set variables to read-only on a variable editor in a custom scope
      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

      Dependent variables do not work with multi-row variable sets in native UI The lookup select box with reference qualifier does not work in UI, but works in Service Portal.
      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

      Empty location value in the sys_user table can lead to performance issues from the 'Update cart address' job

      Service Catalog

      PRB1391571

      Variables are not hidden in a printer-friendly version Variables are not hidden in a printer-friendly version, even when variables are hidden by the catalog client script.

      Service Catalog

      PRB1398118

      Disabling the cache flush through a property is not feasible When caching is disabled, users are still seeing stale cache flushing. As a result, when importing or transforming into sc_category, there are performance issues even with caching disabled. This also causes updates to sc_category records to be slow.

      Service Mapping

      PRB1322645

      Excessive calls to script include DiscoveryHost Utils during lab discovery Scheduler is overloaded and does not work as expected.

      Service Mapping

      PRB1387911

      KB0816119

      Multiple concurrent calls to /api/now/ pattern_library /GetCITypes may increase the memory consumption significantly in the instance, resulting in performance impact

      Refer to the listed KB article for details.

      Service Mapping

      PRB1393134

      There is a lack of usage analytic script for service mapping Missing metrics include: the number of servers belong to services, the percent of servers that belong to services, and the number of services started from bulk top-down discovery.

      Service Owner Workspace

      PRB1395176

      System admins are now able to view and activate the Service Owner Workspace plugin in the Plugins module

      Service Portal

      PRB1385004

      Public access is missing for SP, NGMessage, CatalogDataLookup, and CatalogForm DataLookup processors in AngularProcessor.java
      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

      The search widget in the CSM portal is not working as expected for customer contacts (the snc_external role) Customer contacts are denied access to the search widget in the CSM portal and receive the Error 404 message.
      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

      Update the query parameter to accept any reference ID, not just sys IDs Users require a support configuration for the meta tag using any reference ID, not just sys IDs, in the URL query parameter. This issue also relates to dynamic page titles. Changes need to be made to specify any table reference field query parameter other than sys_id while configuring the dynamic page title.

      Software Asset Management Professional

      PRB1361758

      The API is not returning discovery models, even though there are models for passed-in product, publisher, and version When the passed-in product, publisher, and version are partially normalized, no discovery models are returned even when there are discovery models with the normalized publisher, normalized product, and passed-in version.

      Software Asset Management Professional

      PRB1374091

      KB0817925

      Users are unable to reconcile Oracle DB and DB options installations in a Solaris Zone environment

      Refer to the listed KB article for details.

      Software Asset Management Professional

      PRB1383942

      Office 365 and Adobe integration fail The integration uses the sys_rest_message record and gets tied to a scope if the user sets a scope while creating an integration profile.

      Software Asset Management Professional

      PRB1388976

      In PerCore SQL Server licensing, the host uses standard licenses to cover the virtuals

      Software Asset Management Professional

      PRB1389185

      Reclamation candidates for suite components are incorrectly reporting too much potential savings
      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

      The Adobe subscription integration is not able to bring the subscriptions for more than one profile of the same kind When users have more than one profile for Office 365 or the Adobe subscription integration, it gets the subscription information of only the first profile.
      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

      Software reconciliation fails with the 'GlideRecord .addQuery() - invalid table name: undefined' error when using 'User Subscription' license metric from the 'Subscription' metric group with a non-SaaS software product

      Refer to the listed KB article for details.

      Transaction and Session Management

      PRB1356817

      Transaction cancellation error sent by the server is not consumable

      Update Sets

      PRB1393993

      The decisions on the decision table do not show the Decision Input condition choices after applying the update set
      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

      The upgrade manifest file is not attached to the sys_upgrade_ manifest record after an upgrade to New York If its size exceeds the value for the com.glide.attachment.max_size system property, the upgrade manifest file will not be attached to the sys_upgrade_manifest record following an upgrade to New York. Without the manifest file, the subsequent upgrades fall back to the hash_lookup mode.

      Upgrade Engine Issues

      PRB1397167

      For in-family upgrades, file hash is recorded again for unchanged customized record Users notice that for unchanged and customized files, entries are created in the sys_upgrade_state table. Users see two entries in sys_upgrade_state: one with the .xml extension and the other without the extension but with the same hash value.

      VA-Conversation Server

      PRB1391420

      Users are able to edit system topics, which breaks upgrades
      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.

      Vendor Manager Workspace

      PRB1395130

      System admins are now able to view VMW plugins System admins are also able to activate the VMW plugin with a valid subscription.

      Virtual Agent Platform

      PRB1398071

      Virtual Agent sends an endless loop of new chats when the user keeps sending text after the chat times out When a chat times out in Virtual Agent, and the user continues typing and sending text, the following message is displayed: 'I'm having technical issues and won't be able to continue this conversation.' This results in a new chat being created every time the user sends text. This creates an endless loop of new chats sent to the agents.

      Virtual Agent Platform

      PRB1401370

      MS Teams integration with Virtual Agent needs changes to the 'Upload a custom app package' step

      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

      The incident form is not loading if it is opened from a checklist in the Safari browser

      Visual Task Boards

      PRB1401719

      VTB attachments are disappearing intermittently The attachments disappear from the visual task board cards after viewing the image attachments.
      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

      The timezone in appointment scheduling does not reflect the timezone at the location when it is booked If a user with their date time preference set to EST books an appointment at 8 a.m. PST, it sets the appointment for 5 a.m. PST even though the UI is telling them 8 a.m.
      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

      When 'time_format' is in 12hr mode, the 'wu_appointment start_date' does not store the time portion of the date and time There is a discrepancy between the appointment start date stored in the appointment booking record, and the start date stored in the wu_appointment record. In the Create Appointment business rule on the wu_appointment table, when setting the window_start/ window_end dates, it cannot be correctly parsed from the sn_appointmentJSON. selectedWindow.actualStart value. This causes the record to store the date portion of the date/time but not the time portion, instead setting it to 12:00 AM. When a user schedules an appointment for the same day, the wu_appointment record will set the scheduled start in the past. This causes the appointment interaction record to immediately be set to the 'New' state instead of being in the 'On Hold' state.
      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.

      Fixes included

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

      • New York Patch 8 Hotfix 3
      • New York Patch 8 Hotfix 2
      • New York Patch 8 Hotfix 1
      • New York Patch 8
      • New York Patch 7b Hotfix 1
      • New York Patch 7b
      • New York Patch 7a Hotfix 1
      • New York Patch 7a
      • New York Patch 7
      • New York Patch 6
      • New York Patch 5
      • New York Patch 4 Hotfix 3
      • New York Patch 4
      • New York Patch 3
      • New York Patch 2
      • New York Patch 1
      • New York security and notable fixes
      • All other New York fixes

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