New York security and notable fixes

Instance Automation

PRB1290818

List v2

PRB570571

KB0522575

1. Log in to a base system where this issue is occurring.
2. Add the same set of roles to two different users.

   For more information, see the product documentation topic Assign a role to a user.

3. As User A, configure the list layout.

   For more information, see the product documentation topic Configure the list layout.

4. As User B, navigate to the same list.

Notice that the list layout is personalized by User A. Also notice that Reset to Column Defaults only appears when that user has already personalized the list.

Import / Export

PRB1331240

KB0743756

Refer to the listed KB article for details.

Email

PRB1321771

KB0722879

1. Define an Email Client Template with the following values:
   • Table: incident
   • Any one of To, Cc, Bcc, Reply to, From (London and Kingston) fields:

     javascript: (function() { 
     return 'test.user@example.com';
     }());

2. Open the Email Client from an active incident.

   An error message 'Invalid function definition' is displayed.

3. Alternately, add the following script to the To, Cc, Bcc, Reply to, From fields:

   javascript: gs.getProperty('glide.email.username');

Notice that no values are populated.

Transaction and Session Management

PRB1319553

• Requests are not processed, causing the UI unusable.
• Many exception messages in the logs, such as EOF, IOConnectionTimeout, CloseChannelException, or Broken Pipe.
• Perform a heap dump and inspect the LimitLatch object to see the count value. If it's 10,000, the issue is occurring.
• Inspect the xmlstatsduration on BigData. If the value is high for a long time and the histogram looks like a solid rectangular block, it represents a high response time.
• A large number of requests and response objects hold the majority of heap memory.

Service Catalog

PRB1335246

KB0748703

Refer to the listed KB article for details.

Reporting

PRB1204046

KB0656974

1. Navigate to Reports > View/Run > Create a Report.
2. Create a report from the incident table with the type 'List'.
3. Click Save.
4. Click the drop-down next to Save to click Publish and Copy Public URL.
5. Open an incognito window to make sure there are no active sessions in the system.
6. View the URL copied in Step 4 and close the browser.
7. Refresh the list from Step 3.

The task list is no longer there.

Knowledge Management

PRB1323922

KB0724514

• Non-admin users are unable to see some fields in the knowledge list or form.
• Non-admin users are unable to make changes to the knowledge record.

1. Verify if the instance has any ACLs that satisfy the following filter condition:
   1. Navigate to https://<instance_name>/sys_security_acl_list.do (or Access control list from Navigator menu)
   2. Add the following filter condition for the list view:
      • Name "starts with" "kb_"
      • Description "contains" "ACL has been created by the Knowledge Management V3"
      • Advanced "is" "true"
      • If any record exists, verify if any ACL contains script in the following pattern:
        • new KBKnowledge().canRead/canWrite/canCreate/canDelete (without answer = )
2. If any record exists, the instance may be impacted by this issue.
3. This issue's symptoms are:
   • Log in as "non-admin" user with contribute access to any knowledge base
   • Navigate to kb_knowledge_list.do
   • Verify if any column like short description, number shows blank values
     • OR
   • Try to update the kb_knowledge record
     • Refresh the page.

The recently updated changes are not persisting.

Platform Performance

PRB1274858

KB0717049

Refer to the listed KB article for details.

Service Mapping

PRB1319185

KB0720648

Refer to the listed KB article for details.

Event Management

PRB1328549

Lists

PRB1282493

KB0721365

1. Log in to an instance as the administrator.
2. Navigate to logs.

The repeated log messages are seen: 'org.mozilla.javascript.EcmaError: "i" is not defined. Caused by error in sys_ui_context_menu.5333d89053301300 edf6296906dc3483 at line 10.'

Upgrade Engine Issues

PRB1333005

KB0749551

Refer to the listed KB article for details.

Knowledge Management

PRB1325588

KB0725784

1. Navigate to Service Portal.
2. Try to access the knowledge search page URL: /sp?id=kb_search.

   Notice that the page does not display. The widget keeps loading indefinitely.

3. Hold down the Ctrl key and right-click the page.
4. Select Widget Options Schema.
5. Close the pop-up window.

Notice that the page is displayed.

MID Server

PRB1320230

KB0720860

Refer to the listed KB article for details.

Workflow

PRB1329089

Service Catalog

PRB1325867

KB0728538

Refer to the listed KB article for details.

Service Portal

PRB1332227

KB0747365

1. Create a catalog item (optional).
2. Create a variable in it as the type of date with the name start_date.
3. Create a UI policy with the following condition:

   When to run : [start_date] [before] [today]
   Run Script : True
   Execute If true:
   function onCondition() {
   alert('true case: before today');
   }

4. Set the date format of the logged in user to YYYY-MM-DD.
5. Navigate to Service Portal, and set some date prior to today.

   Notice that the alert appears.

6. Set the date format to DD/MM/YYYY.
7. Navigate to Service Portal, and set some date prior to today.

Expected behavior: The alert should appear.

Actual behavior: The alert does not appear.

SkyNow Mobile - Backend

PRB1332524

KB0744545

Refer to the listed KB article for details.

Forms and Fields

PRB1281582

KB0714660

1. Open a pre-Madrid instance using the MS Edge browser (Windows 10).
2. Navigate to an incident form.
3. Upload a properly named file as an attachment.
4. Attempt to download the file.

   Notice that regardless of the attached file name, the prompt at the bottom of the page shows 'What do you want to do with 'sys_attachment.png''.

5. Navigate to any record that has an attachment.
6. Download the attachment.

   You will get a pop-up window to save the document 'sys_attachment.do'.

7. Navigate to the folder where the attachment is saved.

Notice that the file is saved as 'sys_attachment.do' instead of the correct file name and extension. The file cannot be accessed because the system identifies the extension as *.do, which is not recognized.

Email

PRB1329356

KB0744354

Refer to the listed KB article for details.

Service Portal

PRB1321470

KB0744537

1. Log in to a Madrid instance.
2. Update the reference qualifier of the parent field in the alm_asset table to simple.
3. Open any record of the alm_hardware table in the Service Portal view.
4. Click the parent field and type Apple MacBook.

Notice that the following message displays: 'Searching.…'.

Service Portal

PRB1318204

KB0725005

Refer to the listed KB article for details.

Forms and Fields

PRB1318042

KB0744640

Refer to the listed KB article for details.

Lists

PRB1326698

KB0726464

Refer to the listed KB article for details.

Event Processing

PRB1239891

Templates

PRB1114486

KB0696752

Refer to the listed KB article for details.

Service Level Agreement

(SLA)

PRB1327989

Service Portal

PRB1322786

Lists

PRB1322353

KB0726343

Refer to the listed KB article for details.

Service Portal

PRB1250935

KB0749086

Refer to the listed KB article for details.

Event Management

PRB1258563

KB0714146

Refer to the listed KB article for details.

Application Navigator & Banner Frame

PRB1328367

KB0727700

1. Navigate to 'Basic Configuration UI16'.
2. Define a new image for 'Banner image for UI16'.
3. Save.
4. Refresh the page.

   Notice that the default logo is still showing.

5. Navigate to 'Basic Configuration UI16' again.

Service Catalog

PRB1321520

KB0723666

1. Create a reference type catalog variable.
   1. Choose the reference as 'Category [sc_category]'.
   2. Reference Qualifier: Simple
   3. Reference Qualifier Condition: 'Active' 'is' 'True'.
2. Set the variable attribute 'tree_picker=true'.
3. Submit the variable.
4. Click Try It for the catalog item.
5. Click the magnifying icon for the variable.

The pop-up does not show any results.

Forms and Fields

PRB1326749

KB0749057

1. Navigate to the incident_list record.
2. Configure the sys_popup view for sys_user.
3. Navigate to any existing incident (the default view) and click the Assigned To reference icon.

   The sys_popup view of the sys_user view appears.

4. Change the incident to the Major Incidents view and click the Assigned To reference icon.

Expected behavior: The sys_popup view should appear.

Actual behavior: The sys_popup view is showing only for the default view of the form.

Change Management Conflict Detector

PRB1333589

KB0745577

1. Make sure the Change Request Calendar [com.snc.change_request_calendar] plugin is active.
2. Change the system property glide.sys.date_format from the default 'yyyy-MM-dd' to 'dd/MM/yyyy'.
3. Open a CHG record with CI and populate the start date and end date.
4. Click Conflict Calendar.

Notice that the Conflict Calendar page opens but never loads. Also, instead of the current date being displayed at the top as 'Wednesday, 27 March 2019', the following is displayed: 'undefined, Nan undefined Nan'.

Forms and Fields

PRB830143

KB0743844

1. Create/open a KB article.
2. In TinyMCE, click the 'Insert/edit image' icon.
3. For the Type field, select 'Image Library'.
4. Select an image from the library, and attach.
5. Return to the record, and select the image you just added via Image Library.
6. Click the 'Insert/edit image' icon.

   Notice that the preview of the image is not shown, and the size is editable but the Save button is grayed out.

7. Select a new image using the magnifying glass icon.

Notice that the preview updates but the size is incorrect. The following error appears: 'Uncaught TypeError: Cannot set property 'value' of null'.

Persistence

PRB1323070

Lists

PRB944753

KB0696749

Refer to the listed KB article for details.

Persistence

PRB1289739

KB0696765

Refer to the listed KB article for details.

Email

PRB1327655

KB0746840

1. Create a table in a quick message that has two rows and one column.
2. In the first row, type Thank you for replying to this email. in one line and We will get back to you soon enough. in another line.
3. In the second row, type Regards, in one line followed by the name of the agent in another line.
4. Open an existing case record or create a case.
5. Click the Email button in the upper right tab of the case form.
6. Select the quick message you just created.

Notice that the rendering is incorrect as the <div> tags are incorrectly added in the email.

Change Management Risk Assessment

PRB1334026

Discovery

PRB1319717

KB0722882

1. Have a network switch or other CI with multiple IP addresses on one device.
2. Include the network switch in a Discovery schedule.
3. Run the Discovery schedule.

Forms and Fields

PRB1316118

KB0721945

1. Open any catalog item, for example, 'Apple iPad 3'.
2. Upload a new image for the item icon or picture.
3. Save the catalog item.
4. Click the Copy button on the catalog item form.

Notice that the picture for the newly copied item is not editable. The attachment record associated with the new catalog item does not have the correctly linked sys_id. It still references the old catalog item.

MID Server

PRB1330396

KB0743123

1. Install a MID Server using the installer, and start it.
2. Edit the agent/conf/wrapper-override.conf file to change the value of the wrapper.name parameter (perhaps to the default 'snc_mid' Windows Service name).
3. Run start.bat.

Notice that now you have two Windows Services with the same display name and both running for the same MID Server installation folder.

Change Management Risk Assessment

PRB1331270

KB0743775

Change Management

PRB1331188

Discovery

PRB1308592

KB0744972

Refer to the listed KB article for details.

Application Navigator & Banner Frame

PRB1315340

KB0717294

1. Activate List v3.
2. Navigate to any list.
3. Drag the filter to favorites.

Notice that nothing happens.

Forms and Fields

PRB691557

Service Catalog: Service Portal Widgets

PRB1312685

KB0715811

Refer to the listed KB article for details.

Automated Test Framework

PRB1334120

KB0748489

1. Activate the Explicit Roles plugin.
2. Confirm that the user Abel Tuter only has the snc_internal role.
3. Create an ATF test.
4. Add the following test steps:
   1. Impersonate Abel Tutor.
   2. Search for a catalog item using the search term Laptop, and confirm that the search returns 'Developer Laptop (Map)'.
   3. Open the catalog item Developer Laptop (Mac).
   4. Set the variable values as follows:
      • Adobe Acrobat: true
      • Additional software requirements: false
5. Run the test and ensure that the Client Test Runner screenshot mode is 'enable for all steps'.

Expected behavior: On the catalog item form, Adobe Acrobat is checked and Eclipse IDE is unchecked.

Actual behavior: On the catalog item form, Adobe Acrobat is not checked and Eclipse IDE is checked. The following warning appears in the logs when executing the step to set the variable values: 'Security restrictions on script include: VariableQueryParser'.

Change Management

PRB1321374

KB0723621

Refer to the listed KB article for details.

MID Server

PRB1328998

KB0727945

When the MID Server is configured to use WMI, when a Discovery Probe that tries to execute a Powershell script on the target, script execution may be blocked by the target's ExecutionPolicy settings. For short scripts, the script does not need to be copied to the target and invoked through Powershell, so short scripts should be able to be run without requiring changes to ExecutionPolicy on the target.

Additionally, anti-viruses may block the script execution. The Powershell command is run with EncodedCommand to encode the parameters with MD5, and that is seen as potentially malicious by Anti-Virus software, including Crowdstrike. This is in addition to using the $admin share and executing from the Temp folder, which can also be considered indicators of potentially malicious code. This is a false positive, but will prevent that probe from running.

Refer to the listed KB article for details.

Activity Stream

PRB1317377

KB0750489

1. Open an existing incident.
2. Navigate to the Comments and Work Notes tab and add an additional comment.

   Notice that the additional comment is added to the notes area.

3. Search for an article and attach the article to the incident.

   Notice that the new update looks like: [Additional comment added in Step 3> + [knowledge article>.

4. Search for another article and attach the same.

Notice that the new update looks like: [Additional comment added in Step 3> + [Knowledge article added in Step 4> + [Knowledge article added in Step 6>. And this continues in a loop.

Activity Stream

PRB1317990

KB0745578

Refer to the listed KB article for details.

Activity Stream

PRB1319070

Activity Stream

PRB1324741

Agent Workspace

PRB1328336

KB0745020

Actual behavior: Group or global templates do not appear.

Antivirus Scanning

PRB1343109

1. Navigate to a record that has attachments.
2. Check the Updated and Updated by fields.
3. Click view for one of the attachments in the record.
4. Check the Updated and Updated by fields again.

Expected behavior: The Updated and Updated by fields should not change.

Actual behavior: The Updated and Updated by fields are updated to the current time and current user.

Application Installation Engine

PRB1308189

Application Navigator & Banner Frame

PRB1324918

KB0725232

Application Navigator & Banner Frame

PRB1328032

KB0743969

1. As the admin, navigate to System Definition > Application Menus.
2. Disable all application menus which an ESS user would see.

   Normally these are the ones with snc_internal as the role or with no roles.

3. Impersonate as an ESS user and verify that the filter navigator is hidden.
4. In General Settings, enable Accessibility.
5. Refresh the homepage.

Expected behavior: You should not see the 'all apps' icon.

Actual behavior: You can see the 'all apps' icon.

Application Navigator & Banner Frame

PRB678739

Approvals

PRB1333336

Asset Management

PRB1332050

Asynchronous Message Bus

PRB1325392

KB0726561

Refer to the listed KB article for details.

Authentication

PRB1176938

1. The environment setup in VM:
   1. Log in to the ServiceNow corporate VM.
   2. Navigate to Control Panel > Clock, Language, and Region > Region and Language.

      The format is set to English (United States), and the location is set to United States.

   3. In the Administrative tab, click Change system locale.
   4. Choose Japanese (Japan) as the current system locale.
2. The instance setup and the steps to reproduce:
   1. Log in to the instance, and uncheck the 'Remember the password' box.
   2. Install the plugin i18Njapanese.
   3. Navigate to sys_property.list, then navigate to glide.ui.session_timeout.
   4. Set the value to one minute and save.
   5. Navigate to sys_user, and search 'guest'.
   6. Change the language to Japanese.

      This will show the session time out message in Japanese.

   7. Wait for one minute.

Notice that the session time out message is garbled.

Authentication - SSO

PRB1314824

Automated Test Framework

PRB1320878

KB0743737

Refer to the listed KB article for details.

Change Management Conflict Detector

PRB1348094

Change Management

PRB1325875

Change Management

PRB1329048

Change Management Risk Assessment

PRB1294688

Chat

PRB1236689

1. Start a new Connect Support conversation.
2. Accept the chat and send messages back and forth.
3. Click the Connect action Transfer and select a person in that queue.
4. Before the other agent accepts, click the End Chat button as the end user or the agent in the $c.do window.
5. As the agent, click X next to the conversation to remove it from the conversations list.
6. Refresh the $c.do page.

Expected behavior: The conversation should be gone since it is closed.

Actual behavior: The conversation comes back even if it is closed. You need to set the live_group_member record to inactive and set 'visible' to false to make the conversation go away.

Chat

PRB1282088

KB0714805

Refer to the listed KB article for details.

Chat

PRB1324734

1. Initiate a chat from a chat queue by impersonating Abel Tuter.
2. Impersonate the queue agent from another browser and accept the chat.
3. Add some comments and then raise an incident using the 'Create incident' action in the chat.
4. Save the incident.

Notice that the activity has duplicated entries for the chat.

Chat

PRB1332090

KB0748053

1. Install the plugin Connect Support with the demo data.
2. Navigate to sys_properties.list, and search the name 'glide.connect.support.enter _queue_audio_alert'.
3. Change the value to true, and save the record.
4. Navigate to the chat queue.
5. Open the same instance in another browser or a new incognito window and impersonate as an agent, for example, David Loo.
6. Make sure the Connect audio notification is set up from the system gear icon.
7. In the user's Connect queue window, type something for the chat.

Notice that there is no sound notification on the agent's side when the chat is opened.

Cloud Management Application

PRB1317589

Cloud Management Application

PRB1321557

KB0722349

Refer to the listed KB article for details.

Cloud Management Application

PRB1322470

KB0746255

1. Set up cloud accounts.
2. Kick off several discoveries for the Cloud Schedules.
3. After each discovery, take MID Server Heapdump and verify that the memory usage from the JmxBeanServer object is increasing.

Cloud Management Application

PRB1322553

Cloud Management Application

PRB1328679

Cloud Management Application

PRB1329337

KB0744908

1. Run the 'AWS EC2 - DescribeSnapshots' probe/sensor in an environment with a large number of EBS snapshots.
2. Confirm that the resulting payload is many MB in size.

Notice that the corresponding 'ASYNC: Discovery - Sensors' which runs to process the payload uses a large amount of heap.

Condition Builder

PRB1203858

Condition Builder

PRB1318504

KB0723683

Refer to the listed KB article for details.

Configuration Management Database

(CMDB)

PRB1321753

KB0723442

Refer to the listed KB article for details.

Core Platform

PRB1250818

KB0749619

Core Platform

PRB1255228

KB0687020

1. Make sure that the List v3 plugin is active.
2. Navigate to cmdb_ci.LIST.
3. Apply a filter condition with the following details in Related List Conditions:
   • Table: Certification Element > Configuration Item
   • State is Pending
4. Click Run.

Notice that no results are returned and the following error message appears: 'Syntax Error or Access Rule Violation detected by database (Unknown column 'sj0.configuration_item' in 'on clause')'.

Core Platform

PRB1259193

KB0683250

Refer to the listed KB article for details.

Core Platform

PRB1288223

Core Platform

PRB1317176

Core Platform

PRB1317902

KB0722899

Refer to the listed KB article for details.

Core Platform

PRB1322294

Core Platform

PRB1325834

KB0744604

Refer to the listed KB article for details.

Core Platform

PRB1326424

KB0748825

1. On a domain enabled instance, navigate to System Definition > Tables.
2. Create a table as follows:
   • Label: Care
   • Name: u_care
   • Extends Table: Task
3. Switch to the 'TOP/MSP' domain.
4. Navigate to System Definition > Choice Lists, and create a choice as follows:
   • Table: u_care
   • Element: state
   • Label: New
   • Value: 1
   • Sequence: 1
5. Create another choice as follows:
   • Table: u_care
   • Element: state
   • Label: Open
   • Value: 2
   • Sequence: 2
6. Create a record on the u_care table and modify the form layout to add the activities formatter 'Activities (filtered)' to the form.
7. Save the record.
8. Change the state from 'New' to 'Open' and save again.

   Notice that it says 'State Work in Progress was Open' in the Activities. The labels do not match up with what is seen on the form.

9. Navigate back to the two choices created and add extra digits onto the value for each choice, for example, 10000 or 20000.
10. Navigate back to the u_care record and change the State field to either 'Open' or 'New'.

Notice that it says 'State (20000) was Work in Progress' in the Activities or something similar. It looks as though the labels are not being found again and the current domain is ignored.

Currency

PRB1319838

Customer Service Management

PRB1326957

KB0727672

Users with CSM roles have restricted access to any CSM extended tables

Refer to the listed KB article for details.

Customer Service Management

PRB1329009

Dashboards and Home Pages

PRB1241182

KB0717353

Refer to the listed KB article for details.

Dashboards and Home Pages

PRB1321988

KB0744918

Refer to the listed KB article for details.

Database Indexes

PRB1302718

KB0727160

Refer to the listed KB article for details.

Delegated Development

PRB1179433

KB0692666

1. Create a user or find a non-admin user.
2. Give the user the 'itil' and 'delegated_developer' roles.
3. Impersonate the user.
4. Navigate to Reports > Create New.

Notice that the error message occurs: 'Invalid attempt to access sys_report'.

Delegated Development

PRB1319914

KB0727863

Refer to the listed KB article for details.

Delegated Development

PRB1332095

KB0749185

Refer to the listed KB article for details.

Discovery

PRB1151762

Discovery

PRB1189849

KB0728383

Refer to the listed KB article for details.

Discovery

PRB1293839

KB0713196

1. Start the vCenter event collector on a busy vCenter, and pick a vCenter on which VMs are frequently created and destroyed.
2. Let the vCenter collect events for a few days.
3. Search for duplicate relationships between a VM and its datacenter.
4. Attempt to perform an action in CMP that requires identification of that VM.

Discovery

PRB1294994

KB0743631

Refer to the listed KB article for details.

Discovery

PRB1298290

Discovery

PRB1316422

Discovery

PRB1318561

KB0719785

Refer to the listed KB article for details.

Discovery

PRB1320970

KB0746795

Refer to the listed KB article for details.

Discovery

PRB1323765

KB0743843

Refer to the listed KB article for details.

Discovery

PRB1329036

KB0728493

1. Edit the value of fields such as tcp_port in an MSSQL instance.
2. Run the horizontal discovery.

Notice that the field is not updated with the correct value even though the discovery is successful.

Discovery

PRB1348026

Discovery

PRB1350180

Discovery

PRB674382

KB0727872

Refer to the listed KB article for details.

Document Viewer

PRB1338624

KB0747506

Refer to the listed KB article for details.

Email

PRB1297888

Event Management

PRB1317275

Field Service Management

PRB1322481

Flow Designer

PRB1333501

Forms and Fields

PRB1032465

KB0636088

1. Create an ATF test.
2. Add the following test steps:
   • Impersonation [User: Abel Tutor]
   • Open a new form [Table: Task]
   • Set Field Values [Fields: Additional Assignee List - Use the GEM value from Step 2]
3. Submit the steps.
4. Reopen the Set Field Values test step.

Notice that the GEM value is gone, and the description is shown as 'Set the values on the form as follows: Additional assignee list ='.

Forms and Fields

PRB1155484

KB0717326

1. Create a Knowledge article from a desktop UI.
2. Attach and embed a video.
3. From an iOS phone, log in with the same user who created the Knowledge article in Step 1.
4. Navigate to Self-Service > Knowledge.
5. Open the article.

In Android, the message 'Downloading' is displayed, and then the video is played in YouTube. However, in iOS, a blank screen is displayed and nothing else happens.

Forms and Fields

PRB1240707

KB0718483

Refer to the listed KB article for details.

Forms and Fields

PRB1265189

KB0717321

Refer to the listed KB article for details.

Forms and Fields

PRB1313002

KB0748829

1. Create a Date field on the incident form.
2. Create a UI policy in the incident as follows:
   • Condition: datefield [relative] [before] [7] [days] [ago]
   • Script to run if true: alert ('date too soon')
   • On load: checked
   • UI type (for scripts): All
3. Navigate to /sp?id=form&t =incident&sys_id=-1.

Notice that in Firefox, the alert shows on load. However, in Chrome, the alert does not fire on form load as expected since there is no value.

Forms and Fields

PRB1321004

KB0727168

1. Open any sc_cat_item_producer record.
2. On the form, scroll down to the 'Images (desktop view)' section and click Click to add....
3. Add any .png file that is bigger than 1K and click OK.

The following system error message pops up: '<filename> is 3K. The maximum file size is 1K'. The <filename> varies depending on what file is selected. The 3K file size is the file size used in the test.

Forms and Fields

PRB1323877

KB0750095

1. Open any problem record, and click the tab Reference to incident.
2. Deactivate.
3. Open an open problem record.
4. Using the browser developer tools, execute the following: g_form.setReadOnly('u_incident_number. u_internal_impacted_department',true);.

Notice that the form scrolls down to the first section instead of displaying the top of the page.

Forms and Fields

PRB1327165

KB0727005

Forms and Fields

PRB1343388

Forms and Fields

PRB561223

KB0524205

Refer to the listed KB article for details.

Forms and Fields

PRB754027

Governance, Risk and Compliance

PRB1338794

Guided Tours

PRB1323151

KB0743778

Refer to the listed KB article for details.

HTML Editor

PRB1154045

KB0749469

1. Create a Knowledge article.
2. In any text field, click the bulleted or numbered list icon in the tool bar.
3. Type in some text that is long enough so that it wraps to a second line after the bullet/number.

Expected behavior: The second line indents and wraps under the line above.

Actual behavior: The second line wraps directly under the bullet/number.

HTML Editor

PRB1252238

KB0717313

1. Create a KB article.
2. Insert an image in the Text field.
3. Select the image.
4. Click the Insert/edit link button.
5. Fill in the URL, Text, and Target fields.
6. Click OK.

Expected behavior: Once you click the image, it should redirect to the provided web URL.

Actual behavior: Once you click the image, nothing happens.

HTML Editor

PRB1319511

KB0720010

Actual behavior: The mouse cursor moves to the bottom of the HTML table and there is no way to edit the data in the cells unless the source code is manually edited.

HTML Editor

PRB1340851

Human Resources

PRB1274476

KB0690083

Refer to the listed KB article for details.

Human Resources Service Management

PRB1327995

1. Log in to a Jakarta or Madrid instance.
2. Make sure Notifications are set for HR cases.
3. Open any HR case that has outbound/inbound emails generated.
4. Add 'Sent/Received Emails' to the activity formatter in the HR case.
5. Click Show Email Details to open the outbound email message in the case notes.

Notice that the error message appears: 'No such parent record'.

Human Resources Service Management

PRB1331543

Import / Export

PRB1307775

KB0747570

Refer to the listed KB article for details.

Import / Export

PRB1323210

Knowledge Management

PRB1315924

Knowledge Management

PRB1320869

Knowledge Management

PRB1324575

Lists

PRB1314733

KB0745480

1. Open an incident list.
2. Configure the list layout.
3. Move the Work notes field to the first position in the list layout.

Notice that the work notes are shown in raw HTML format. If you add both journal fields, the issue only occurs for the one added as the first. For example, if you add both 'Work notes' and 'Additional comments' in the list view with 'Work notes' as the first column and 'Additional comments' as the second column, the incorrect behavior only occurs for the 'Work notes' column, not the 'Additional comments' column.

Lists

PRB1324041

KB0749647

1. Open the Incident form.
2. Scroll to the Task SLA related list.
3. Click the gear icon to personalize.
4. Add/remove a column in the slushbucket.
5. Click OK.

Notice that a pop-up window shows up asking if you want to leave the site.

Lists

PRB633858

KB0662269

1. Navigate to the task.assignment_group dictionary entry and change the view to Advanced.
2. Add the 'tree_picker=true' attribute.
3. Navigate to the incident form and click the magnifying glass next to the Assignment group field.

   Confirm that this functionality works as expected.

4. Create a dictionary entry for task.assignment_group on the incident table.
5. Check the Override reference qualifier option and populate it with: parent.sys_id=287ee6fea9fe198100ada7950d0b1b73.
6. Repeat Step 3.

   Notice that the reference list does not render.

7. Remove the 'tree_picker=true' attribute from the task.assignment_group dictionary entry.

Notice that the functionality now works as expected.

Lists

PRB908862

1. In the Microsoft Edge browser, navigate to the sys_user table and create a user with a very long first name.
2. Navigate to Service Catalog > Order Guides.
3. Create an order guide.
4. Add a container with two list collector variables that call the sys_user table.
5. Set a container split between the two list collectors.
6. Click Try It.

Notice that the width of the list collector matches the width of the choice with the most characters. This causes an overlap between the two list collectors.

List v2

PRB1292851

KB0717332

1. In an incognito browser window (the browser cache plays a role in this), create a reference variable on any item:
   • Set the reference to incident (or anything).
   • Set 'Use reference qualifier' to 'Advanced'.
   • Set the reference qualifier to: javascript:'active=true' (or anything).
2. Get the sys_id of the variable.
3. Navigate to /incident_list.do?sysparm_target=IO: <sys_id>&sysparm_view=sys_ref_list.

Expected behavior: The list loads.

Actual behavior: The list does not load, and the NullPointerException error appears in the logs.

List v2

PRB640242

KB0714478

Refer to the listed KB article for details.

Live Feed

PRB691751

KB0634453

Refer to the listed KB article for details.

MID Server

PRB1306945

KB0721866

Refer to the listed KB article for details.

MID Server

PRB1331942

KB0748912

Refer to the listed KB article for details.

MID Server

PRB663148

Mobile

PRB1338593

On-call Scheduling

PRB1324237

Outbound Messaging

PRB687308

KB0596172

Refer to the listed KB article for details.

Patterns

PRB1315162

KB0719281

Probes:

1. Find a load balancer in the CMDB and check to see how many serial number records are associated with it.
2. Discover the load balancer.

   After the discovery, the number of the serial number records increments by 1.

Patterns:

1. Discover a load balancer that results in multiple pages for the horizontal discovery pattern.
2. After the discovery, check the number of serial number records associated with the CI.

   The number of the serial number records is equal to the number of pages.

Patterns

PRB1321400

KB0726918

Refer to the listed KB article for details.

Patterns

PRB1322425

KB0724287

1. Enable the Discovery plugin.
2. Configure an MID server.
3. Enable the pattern-based discovery.
4. Add the required Windows credentials and applicative credentials for the Microsoft SQL Server.
5. Run the discovery for a Windows server hosting the MSSQL database.

Patterns

PRB1328462

KB0745217

1. Discover a network switch or router using Patterns.
2. Check the cmdb_model table.

Notice that it has two models created, one in cmdb_hardware_ product_model with the model name found under Discovery Definition > CI Classification > SNMP System OIDs and one in cmdb_model with the values returned in the pattern.

Patterns

PRB1329202

KB0751493

Refer to the listed KB article for details.

Performance Analytics

PRB1323505

Performance Analytics

PRB1331703

Persistence

PRB1246074

Persistence

PRB1270807

KB0684482

1. Make sure the glide.ui.list.optimize system property is set to true.
2. Create a List type report on the Incident Metric database view.
   Note: Instead of a report, you can also reproduce the issue by configuring the list layout.
3. Add the Configuration item.Asset. Location.Name and Configuration item. Asset.Location.City fields.
4. Make sure there are more than two records that have values for these dot-walked fields in the incident table.
5. Add the following filter in the report: [Configuration Item.Asset.Location] [is not empty].

Notice that both fields are empty.

Persistence

PRB1308489

KB0714289

Refer to the listed KB article for details.

Persistence

PRB1322322

Persistence

PRB1323880

Persistence

PRB1344744

Platform Security

PRB1263737

Platform Security

PRB1327990

Platform Security

PRB1344207

Policy and Compliance

PRB1309969

KB0717794

Refer to the listed KB article for details.

Project Management

PRB1256926

Project Management

PRB1311406

KB0743545

Refer to the listed KB article for details.

Project Management

PRB1316992

Project Management

PRB1337300

Project Management

PRB1337391

Project Portfolio Management

PRB1319992

Record Certification

PRB1321407

Record Watcher

PRB1321776

Reporting

PRB1303267

KB0745492

1. Create a column report on any table which has the Duration field, for example, incident.
2. Under Group by, select Duration.
3. Navigate to the Style tab and check Display data labels.
4. Click Save or Run.

No chart is loaded.

Reporting

PRB1319548

KB0745494

1. Create a multilevel pivot table, for example:
   • Table: Incident
   • Columns: Alert type
   • Rows: Delivery plan
2. Save the report.
3. Try to export the report as a PDF.

Reporting

PRB1323930

1. Navigate to Reports > Create New.
2. Configure with the following settings:
   1. Table: sc_task
   2. Type: Bar
   3. Group by: Assignment group
   4. Stack by: choose a dot-walked field, for example, Request item.Active

Notice that the graph shows 'No data to display' even though there are records in the table. However, when you change the report type to List, notice that there are indeed records.

Reporting

PRB1330401

KB0745491

1. Create a table which has the Assigned to field that is a reference to the table user.
2. Create two records from this table and make one of them have the Assigned to field populated and leave the other one empty.
3. Create a trend report and group it by 'assigned to.active'.
4. Run the report.

Expected behavior: The trend report displays correctly.

Actual behavior: The trend report only displays the record with the empty 'Assigned to' reference.

Resource Management

PRB1322030

Security Incident Response

PRB1330225

Service Catalog: Service Portal Widgets

PRB1325027

Service Catalog

PRB1237697

Service Catalog

PRB1321593

Actual behavior: The reference qualifier does not work in RITM.

Service Catalog

PRB1322402

Service Catalog

PRB1323474

Service Catalog

PRB1326373

KB0745337

1. Open the form layout configuration for the sc_req_item form.
2. Create a section called 'Test Section'.
3. Add the variable editor to 'Test Section'.

   You should now have a variable editor in the main section and the new section.

4. Open an sc_req_item record that has variables.

Notice that many of the buttons do not work, and an error occurs in the console: 'Uncaught ReferenceError: g_sc_form is not defined'.

Service Catalog

PRB1329648

KB0749116

Refer to the listed KB article for details.

Service Mapping

PRB1332033

KB0746199

Refer to the listed KB article for details.

Service Mapping

PRB1337556

Service Portal

PRB1240258

KB0696884

1. Navigate to the 'Create Incident' record producer.
2. In the 'Variable' related list, click New.
3. Create the variable as follows:
   • Type: List Collector/Reference
   • Catalog Item: Create Incident
   • Question: Test List Collector
   • Name: test_list_collector
   • List table (in the Type Specifications tab): User (sys_user)
   • Variable attributes (in the Default Value tab): ref_auto_completer = AJAXTableCompleter, ref_ac_columns_search = true, ref_ac_columns = email; user_name
4. Save the variable.
5. Navigate to sys_user.list and go to Abel Tuter's user record.
6. Delete his user_name and save.
7. Navigate to 'Create Incident' in Service Portal.
8. Click the list collector.

Expected behavior: The columns stay in the formatted order regardless of whether a record is missing a piece of data (user_name) in a referenced column.

Actual behavior: The columns reorder for each record based on how much data that record has for the referenced columns.

Service Portal

PRB1244606

1. Navigate to the Knowledge Base and open an article.
2. Replace the sys_id in the URL with the article number.

   Notice that the article is still displayed.

3. Activate the Knowledge Management Advanced plugin through the Knowledge Management Advanced Installer.
4. Refresh the URL with the article number.

Notice that the URL does not work.

Service Portal

PRB1253066

KB0711955

1. As the system administrator, configure the instance security so that users with no roles are redirected to Service Portal.
2. Modify the system property glide.entry.page.script to the value 'new SPEntryPage().getLoginURL()'.
3. Create the system property glide.entry.first.page.script with the value 'new SPEntryPage().getFirstPageURL()'.
4. Open the instance homepage.

   Notice that the Service Portal landing page is displayed: /sp/?id=landing. And as the user abel.tuter or any ESS user, the application is redirected to the Service Portal index page: /sp/.

5. Open a second browser to the instance homepage again.

Notice that it is not redirecting to Service Portal. The desktop application is displayed and the user only has access to the Self Service, Reset Password and Collaborate modules in the application navigator.

Service Portal

PRB1263636

KB0692658

1. Open a Jakarta instance.
2. Navigate to Service Portal Configuration > Designer > Ticket form.

Notice that the Ticket Fields widget does not appear on the right-hand side when the Sessions, Ticket Location, and Ticket Attachments widgets do appear.

Service Portal

PRB1272048

Service Portal

PRB1296335

KB0724373

Refer to the listed KB article for details.

Service Portal

PRB1304578

KB0719149

Refer to the listed KB article for details.

Service Portal

PRB1312458

KB0724187

1. Allow location checking on your browser.
2. Log in as the administrator.
3. Navigate to the SP ticket page.
4. Click the location globe icon.

Notice that the JavaScript error alert message appears on the screen. In the browser console, you can find the error 'You have exceeded your request quota for this API'.

Service Portal

PRB1315329

Service Portal

PRB1316016

Service Portal

PRB1316022

KB0726522

Refer to the listed KB article for details.

Service Portal

PRB1319742

Service Portal

PRB1324097

Service Portal

PRB1329949

KB0743795

Service Portal

PRB1333453

Service Portal

PRB1334181

KB0748148

• The sc_email validation script is active.
• The catalog item has at least two variable sets.
• Each variable set has an email type variable.
• One of the variable sets has a Read Only UI policy applied to the email type variable.

1. Make sure that the sc_email validation script is active.
2. Create a catalog item and the availability is desktop and mobile.
3. Create two single-row variable sets with the following settings:
   1. Variable Set 1:
      • Create an email type variable and leave the order blank.
      • Create a Read Only UI policy to hide the email type variable.
   2. Variable Set 2:
      • Create an email type variable and leave the order blank.
4. Open the catalog item in Service Portal.
5. Click Order Now.

Expected behavior: The 'Order Confirmation' modal should be displayed on the screen.

Actual behavior: The 'Order Confirmation' modal does not appear and there is no error shown. It seems as though nothing happens.

Service Portal

PRB1341294

KB0750352

Refer to the listed KB article for details.

Slushbucket

PRB1264905

KB0726463

Refer to the listed KB article for details.

Software Asset Management Professional

PRB1321690

Software Asset Management Professional

PRB1327858

Tables and Dictionary

PRB1294424

Templates

PRB1317225

KB0718640

Text Search

PRB1322147

Time Card Management

PRB1322572

KB0748017

1. Install the Time Card Management plugin com.snc.time_card.
2. Navigate to the /tcp portal.

   By default, it will show you the current week's time sheet.

3. Click the 'previous' arrow to navigate to the previous week.
4. Click Add unassigned tasks to time sheet.
5. Add any task and any hours for each day, and submit.
6. Click the 'previous' arrow again and repeat steps 4-5.
7. Click Go to current week.
8. Click Copy from previous Time Sheet.

   Notice that only one previous week is shown in the time sheet.

9. Navigate to the native UI.
10. Navigate to 'Current time sheet'.
11. Click Copy from previous Time Sheet.

Transaction and Session Management

PRB1313291

KB0716422

Refer to the listed KB article for details.

UI Components

PRB1258584

Update Sets

PRB1285932

Upgrade Engine Issues

PRB1313903

KB0726242

Refer to the listed KB article for details.

Upgrade Engine Issues

PRB1341545

Usage Analytics

PRB1292446

Usage Analytics

PRB1340156

1. Have an instance in which Contextual Security: Role Management V2 is not active.
2. Upgrade the instance to Madrid.
3. Make sure that a user has a record created in the ua_user_role_ct table when an ITIL role is added.
4. Add the user to two groups which have the ITIL role in their contained roles.

You will see an error as the following: Unique Key violation detected by database (Duplicate entry 'e5b89be9db1e27009b8b1ded0b961900-u_account_bu_relation-sn_custom' for key 'user').

User Criteria

PRB1324380

VA-Designer

PRB1322778

KB0745175

Refer to the listed KB article for details.

VA-Web Client

PRB1288212

KB0717976

Virtual Agent Platform

PRB1326746

Visual Task Boards

PRB717965

KB0685995

1. Create a query business rule on a given table, for example, a demand [dmn_demand] that restricts the visibility to the records submitted by a user only.

   //SCRIPT//
   (function executeRule(current, previous /*null when async*/) { 
   
   if (gs.isInteractive()) { 
   var u = gs.getUserID(); 
   var qc = current.addQuery("submitter", u); 
   gs.print("query restricted to user: " + u); 
   } 
   })(current, previous); 
   //SCRIPT// 

2. Impersonate an ITIL user.
3. Create a demand.
4. Navigate to the list of demands.

   Notice that only the demands submitted by this user are visible.

5. From the list of demands, right-click the State field and select Show Visual Task Board to create a Visual Task Board Demand by State.

Notice that you can see all demands in the Visual Task Board, not only the ones submitted by the user.

Vulnerability Response

PRB1326412

Vulnerability Response

PRB1338470

Walk-Up Experience

PRB1325321

Web Services

PRB656768

KB0597958

Refer to the listed KB article for details.