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New York security and notable fixes

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New York security and notable fixes

The New York Early Availability release contains important problem fixes.

New York was released on July 25, 2019.
Build date: 07-16-2019_1636
Build tag: glide-newyork-06-26-2019__patch0-hotfix2-07-10-2019
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. For a downloadable, sortable version of New York fixed problems, see KB0748891.

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.

Security-related fixes

New York 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, refer to KB0754195.

Important fixes in New York

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

Instance Automation

PRB1290818

The clone reEncryption operation fails After a clone, Safenet is unable to re-encrypt when the table is sys_encryption_context, the column is encryption_key, and the name is 'Encrypted Export Attachment' because the field has a read-only sys_policy.

List v2

PRB570571

KB0522575

In List v2, related list and embedded list personalizations are not working, and the related list layout is cached against the user role instead of the individual user On related lists in List v2, if User A personalizes the related list, User B can see the change. However, if User B tries to reset to default, it does not allow this. In addition, forms and related lists are cached per the user role. When User A personalizes the related list on a form, all other users with the User A role can see the personalized form.
  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

The features 'Test connection' and 'Browse' in LDAP can time out, and the LDAP monitor may show the connection status as 'Not Connected'

Refer to the listed Known Error KB article for details.

Email

PRB1321771

KB0722879

The scripted evaluation of the To, Cc, Bcc, From, and Reply to values in the email client template does not work Performing scripted evaluation of the To, Cc, Bcc, From, and Reply to values in the email client template or email client does not execute correctly. In some cases, it displays 'Invalid function definition'.
  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

Tomcat counter does not decrement properly, causing the node not reachable or UI unusable Some of the symptoms on an affected node:
  • 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

Assigning the variable to null causes java.lang. NullPointerException and can result in variables not displayed on lists/reports

Refer to the listed Known Error KB article for details.

Reporting

PRB1204046

KB0656974

Accessing a public report of the type 'List' deletes the default record of the report table from sys_ui_list, causing the default list for a table to revert to its system-generated version Accessing the results of a public report from the type 'List' causes the default record from the sys_ui_list table to be deleted. Any list layout configured by the administrator is lost. In addition, a record is created by the guest user on the sys_ui_list table with an empty 'View' field.
  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 knowledge fields or unable to make some changes in the knowledge article after migrating to Knowledge V3 The issue is identified when migrating from Knowledge v2 to v3. It can cause permission issues for non-admin users on some of the kb_knowledge fields depending on the field level ACLs on kb_knowledge. Here are two symptoms:
  • 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

When users have a large number of open chats, they experience slowness after logging in Users experience slowness after logging in when they have a large number of open chats. This may vary from 5 to 10 seconds of delay to 1 or 2 minutes depending on the number of chat records.

Refer to the listed Known Error KB article for details.

Service Mapping

PRB1319185

KB0720648

Slow 'discovery. device.complete' event processing, due to checkSwitch function in VMLayer2ConnectionStrategy The processing of Discovery's 'discovery.device. complete' events is slow for certain devices. This can cause a general instance performance issue if they cause a hold-up or slowdown of event processing.

Refer to the listed Known Error KB article for details.

Event Management

PRB1328549

The alert query job is causing out of memory errors and is stuck on high rate of alerts and big CMDB topologies The alert rate has been increased to reach 15 alerts per minute.

Lists

PRB1282493

KB0721365

Warnings in instance logs: 'org.mozilla.javascript.Ecma Error: "i" is not defined'
  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

Navigator missing due to upgrade The navigator is blank after upgrading from an instance where the Templated Snippets plugin is active.

Refer to the listed Known Error KB article for details.

Knowledge Management

PRB1325588

KB0725784

The kb_search page does not load
  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

Discovery Schedules end up 'Canceled' because all MID Server threads are blocked by Shazzam and DNS probes, due to HTTPS port probes getting stuck Shazzam Probe gets stuck on HTTPS scanner, blocking all other worker standard threads.

Refer to the listed Known Error KB article for details.

Workflow

PRB1329089

Workflows are not triggered on the records after the upgrade Workflows are not triggered intermittently on the records such as REQ, RITM, and CHG after the upgrade.

Service Catalog

PRB1325867

KB0728538

Unable to update catalog tasks if the 'Email' or 'URL' type variables are present in the variable editor

Refer to the listed Known Error KB article for details.

Service Portal

PRB1332227

KB0747365

Service Portal only accepts the 'yyyy-MM-dd' date format and the 'HH:mm:ss' time format to trigger the UI policy When users have a different date format other than 'yyyy-MM-dd', any UI policy for past and future date validations fails in Service Portal.
  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

An error occurs on the ServiceNow Agent mobile app when users access the activity stream When users access the activity stream on the ServiceNow Agent mobile app, an error occurs if there are 'Sent/Received Emails' entries.

Refer to the listed Known Error KB article for details.

Forms and Fields

PRB1281582

KB0714660

When users download an attachment using Microsoft Edge, the message at the bottom of the page calls the file 'sys_attachment' instead of its actual filename Attachments in Microsoft Edge (found on 42.171) are downloaded as sys_attachment.do instead of their correct names and extensions. Once the file is downloaded, it is saved as 'sys_attachment.do'. Due to this, the file cannot be opened in the system, and the name and the extension have to be changed manually to access them.
  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

SLAs are not attached automatically when an email comes in and a ticket is created The task_sla is not attached when a task is created from an inbound action even though the start condition matched the SLA definition. It only gets attached when an update is made on the task.

Refer to the listed Known Error KB article for details.

Service Portal

PRB1321470

KB0744537

The reference search is not loading in Service Portal This issue is occurring intermittently.
  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

The date picker for the glide_date field does not automatically close when selecting a date The date picker doesn't close even after choosing a date and users have to click outside for the date picker to close.

Refer to the listed Known Error KB article for details.

Forms and Fields

PRB1318042

KB0744640

The 'Personalize Form' and 'More options' pop-up lists cannot be closed Users cannot close the 'Personalize Form' and 'More options' pop-up lists by clicking the icons again or clicking outside the lists.

Refer to the listed Known Error KB article for details.

Lists

PRB1326698

KB0726464

Non-admin users can create global lists with the available fields in the alphabetical order when personalizing the list layout When users personalize a list, if they click OK before the list selections load and the value '--' is the only value present on the right, a new global list will be created and is visible for all users.

Refer to the listed Known Error KB article for details.

Event Processing

PRB1239891

The event claiming is slow when trying to support claims on multiple queues at the same time

Templates

PRB1114486

KB0696752

In a template, setting a glide list type field with choice values results in a 'not found' pop-up with a null URL (null_list.do) If the glide list field uses a choice list and does not reference a table, users cannot select any value in the template. It shows the standard reference list modal with a broken URL.

Refer to the listed Known Error KB article for details.

Service Level Agreement

(SLA)

PRB1327989

If the duration of an SLA definition is greater than 115 days 17:46:39 hours (equivalent to 9,999,999,999 ms), any workflow SLA percentage timer activities will finish almost immediately

Service Portal

PRB1322786

Issues with Service Portal Designer and invalid portal CSS variables

Lists

PRB1322353

KB0726343

The system generates 'loadRow failure' warnings when users execute certain lists for the first time after the upgrade

Refer to the listed Known Error KB article for details.

Service Portal

PRB1250935

KB0749086

The following error occurs when opening a non-form Service Portal page: 'Unable to submit form, g_form is not defined. A valid form must be open before setting values'

Refer to the listed Known Error KB article for details.

Event Management

PRB1258563

KB0714146

During the upgrade from Kingston to London, if the Event Management plugin is activated, there can be skipped errors related to sys_hub_action_type_definition files

Refer to the listed Known Error KB article for details.

Application Navigator & Banner Frame

PRB1328367

KB0727700

The banner image cannot be changed in Madrid
  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.
Notice the banner displays. However, the banner comes back when the page is refreshed.

Service Catalog

PRB1321520

KB0723666

Variable with a tree picker attribute doesn't show any results if a reference qualifier is applied No values are displayed for a Reference catalog variable when the variable has 'tree_picker=true' attribute.
  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

The correct sys_popup view is not displayed for the reference fields after the configuration After the sys_popup view configuration, the customized sys_popup view is not displayed when users click the reference fields icon to preview the record. It only works when the form is in the default view.
  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

The Conflict Calendar UI action does not work if glide.sys. date_format is not set to the default 'yyyy-MM-dd' When the system property 'glide.sys.date_format' is not set to the default 'yyyy-MM-dd', after users click Conflict Calendar on a change_request record, the Conflict Calendar page opens but no information is displayed.
  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

Images cannot be replaced, previewed, resized, or updated properly The Insert/Modify dialog is used by TinyMCE and wiki text fields. The dialog does not replace, preview, resize, or update images properly; and console errors are generated when updating an existing image from TinyMCE.
  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

DBNamesChecker cache flush causing transient performance degradation/semaphore exhaustion when multiple sys_dictionary records are updated/deleted When tables are dropped as part of a maintenance operation and the sys_dictionary and sys_db_object tables records are altered, this results in a cache flush of the DBNamesChecker cache which then causes slow queries and performance degradation as it is rebuilt by all the nodes.

Lists

PRB944753

KB0696749

'Omit new condition' does not work

Refer to the listed Known Error KB article for details.

Persistence

PRB1289739

KB0696765

String fields are truncated when an emoji is inserted Emojis are supported by the String (Full UTF-8) type. If an emoji is used in the regular String type, the string is truncated.

Refer to the listed Known Error KB article for details.

Email

PRB1327655

KB0746840

Quick messages do not render accurately in the email client template Quick messages do not render accurately in the email client template. The <div> tags are inserted around the new line characters.
  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

Incorrect message shows up on the Change Request form When all the risk conditions are inactive and a risk assessment is taken, the message 'No matching Risk Conditions - Risk and Impact unchanged' shows up on the form. However, the message should not pop up because users are not using the risk conditions.

Discovery

PRB1319717

KB0722882

The Discovery schedule cannot progress if it encounters a device with multiple IP addresses The 'discovery_device _history' records are deleted for devices with multiple IPs. As a result, the Discovery schedule fails to complete during the execution.
  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

Unable to update or delete the icon/picture after copying a catalog item
  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

The MID Server 'start.bat' fails to check if a Windows Service already exists for the installation folder before creating another service The batch file for starting a MID Server ('start.bat') attempts to create a new service for the service name given in the wrapper-override.conf file, if it doesn't already exist. It does not first check if there is already an existing Windows Service with a different service name for the same installation agent folder.
  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

The risk is not evaluated for Change Management - Risk Assessment when there are no active risk conditions When the Change Management - Risk Assessment plugin is activated and there are no active risk conditions, the risk is not evaluated. The following message appears: 'No matching Risk Conditions - Risk and Impact unchanged'.
If you are using the original Change Management - Risk Assessment [Legacy] plugin (com.snc.change.risk_assessment):
  1. Set all risk conditions to be inactive.
  2. Create a change request with the category Hardware and the risk set to High.
  3. Fill out the risk assessment and set the last option for every question.
  4. Submit.
If you are using the new Change Management - Risk Assessment plugin (com.snc.change_ management.risk_assessment):
  1. Deactivate all risk conditions.
  2. Navigate to any change request that matches a risk assessment.

Change Management

PRB1331188

The removal of the demo data also removes the ITIL role The Change Management - ATF Tests plugin (com.snc.change_management.atf) has a file that includes the 'itil' sys_user_role record as the demo data. Therefore, when a user requests the removal of the demo data, the ITIL role is removed from the instance.

Discovery

PRB1308592

KB0744972

The PowerShell script queries the registry slowly when running 'Windows Classify' and 'Installed Software' Windows Discovery takes a long time to complete and has errors such as 'PowershellProcessRunner was interrupted to complete in 600 seconds' in the classification phase.

Refer to the listed Known Error KB article for details.

Application Navigator & Banner Frame

PRB1315340

KB0717294

In List v3, dragging a filter to favorites does not work
  1. Activate List v3.
  2. Navigate to any list.
  3. Drag the filter to favorites.

Notice that nothing happens.

Forms and Fields

PRB691557

The UI property glide.ui.scroll_to_message_field does not work properly with void showFieldMsg (input, message, type, [scrollForm]) The scroll down feature is expected to work with the error message. The glide.ui.scroll_to_message_field property determines whether the form scrolls down to a field when an error message is displayed below it. Journal fields associated with the activity stream are a little different than most other fields because there can be multiple fields but only one displayed at a time, with a toggle available to switch between the different fields. The property does not work for these fields.

Service Catalog: Service Portal Widgets

PRB1312685

KB0715811

Labels are not displayed for the check box in Service Portal

Refer to the listed Known Error KB article for details.

Automated Test Framework

PRB1334120

KB0748489

Users with the snc_internal or the snc_external role do not have access to VariableQueryParser and ATFQuery ParseAjax script includes Users with the snc_internal or the snc_external role do not have access to VariableQueryParser and ATFQueryParseAjax script includes, preventing the 'Set the variable values' test step from working in ATF.
  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

CAB Workbench Change Request form does not support dot-walked fields, which causes the error message 'Cannot read .value of undefined (task[fieldName].value)' When a dot-walked field is added to the CAB Workbench Change Request form view, the field value does not display correctly in the CAB Workbench. The error 'Cannot read .value of undefined' is displayed in the JavaScript console.

Refer to the listed Known Error KB article for details.

MID Server

PRB1328998

KB0727945

Windows Discovery Probes that use Powershell Remote Execution framework may be blocked from executing Powershell scripts on the target

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 Known Error KB article for details.

Other notable New York fixes

Problem Short description Description Steps to reproduce

Activity Stream

PRB1317377

KB0750489

The attachment of articles is not working properly Attaching a KB article after posting the additional comments is concatenating the KB articles and the previous additional comments posted.
  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

The 'Show More' option is not visible in the Visual Task Board (VTB) if there is a numbered list The journal field on the Visual Task Board is truncated and does not display the 'Show More' option.

Refer to the listed Known Error KB article for details.

Activity Stream

PRB1319070

When an HTML field containing a <style> tag is added to the activity stream, it is applied to the entire form When the property glide.ui.escape_text is set to true, if an HTML field is updated with the <style> tag and it is added to the activity stream, the style is applied to the entire form.

Activity Stream

PRB1324741

A warning message is displayed in the log table for the user preference 'glide.ui.sys_user _group.stream_input'

Agent Workspace

PRB1328336

KB0745020

Templates do not appear on Agent Workspace unless it is assigned to the user When creating and using templates on Agent Workspace, they do not appear unless the user field on the template form is filled out. This means they must be assigned individually. Group and global templates do not appear.
  1. Impersonate 'System Administrator'.
  2. Open any incident record.
  3. Create an Agent Workspace form for the incident table.
  4. Create a template against the incident table where the User field is empty.
  5. Open Agent Workspace and open an incident record.
  6. Click the Templates tab within the incident record.
Expected behavior: The newly created template should appear.

Actual behavior: Group or global templates do not appear.

Antivirus Scanning

PRB1343109

The Updated and Updated by fields of a record are updated if the attachments in the record are viewed or downloaded
  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

Choice elements always have an English value when installing a scoped app on an instance Language values are overwritten to 'en' for the choice field when installing a scoped app on a new instance.

Application Navigator & Banner Frame

PRB1324918

KB0725232

The application navigator fails to load the page due to the malformed link type URL The application navigator shows the loading circle spinning and fails to load the page.
  1. Log in to a Madrid instance.
  2. Type sys_app_module.list in the filter navigator and press Enter.
  3. Open an application module that has the link type 'URL (from Arguments:)', for example, 'Problem Properties'.
  4. Type a malformed single '%' separator character into the URL instead of '%20', for example, between 'Problem' and 'Management'.
  5. Navigate to the homepage and refresh.
Notice that the application navigator goes into a loop showing the loading circle spinning and fails to reload the page.

Application Navigator & Banner Frame

PRB1328032

KB0743969

If accessibility is enabled, an icon from the application navigator is visible even when a user cannot see any modules and the filter is hidden
  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

The navigator appears on the left of the login page even though users have not logged in to the instance The CMS page is observed sporadically with navigator when the user logs in to the backend instead of the default navpage.do. Sometimes, the login page is observed with the navigator on the left even though the user does not log in to the instance.

Approvals

PRB1333336

Users without any roles cannot see the preview of the item they try to approve

Asset Management

PRB1332050

Assets are auto-created for non-expected model categories after the upgrade

Asynchronous Message Bus

PRB1325392

KB0726561

The AMB Java Client of the MID Server sends requests to subscribe with null Glide sessions

Refer to the listed Known Error KB article for details.

Authentication

PRB1176938

The session timeout message is garbled when the language of the message is set to Japanese This issue happens when the system locale is in Japanese on the OS level.
  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

Collision detection errors appear when activating the Integration - Multiple Provider Single Sign-On Installer plugin

Automated Test Framework

PRB1320878

KB0743737

ATF tests run slowly taking several minutes, and the message 'Waiting up to 60 seconds for page to be calm' displays while processing The wait mechanism gets stuck and the test fails due to the timeout.

Refer to the listed Known Error KB article for details.

Change Management Conflict Detector

PRB1348094

When the change request conflict status is 'No conflict', any other infoMessages/ ErrorMessages will be cleared on form load

Change Management

PRB1325875

The Change Schedules landing page keeps loading without any response The Change Schedules landing page keeps loading without any response. NullPointerException errors are also generated in the log file if the owner of one of the change schedule definitions does not exist in the sys_user table.

Change Management

PRB1329048

Using the accept/decline/tentative options to respond to a CAB Meeting invite no longer updates the Attendance field on the appropriate attendee record

Change Management Risk Assessment

PRB1294688

The change risk assessment is using the actual value instead of the weighted value The change risk assessment is using a sum of actual values. However, it should use a sum of actual values multiplied by each question's weight.

Chat

PRB1236689

If a Connect Support conversation that is being transferred is closed before the receiving agent accepts it, the conversation comes back after a refresh If a Connect Support conversation that is being transferred is closed before the receiving agent accepts it, the conversation comes back after a page refresh even if it is closed by clicking the X icon.
  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

In UI15, Connect Chat conversations do not show new messages or the message history When users use Connect Chat in UI15, the messages between users do not appear in the chat window.

Refer to the listed Known Error KB article for details.

Chat

PRB1324734

When an incident/case is raised from a chat, the chat entries logged in the incident activity are duplicated
  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

The Connect sound notification for users entering a support queue is not working
  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

The server type and the version are not being passed to the MID Server

Cloud Management Application

PRB1321557

KB0722349

When Cloud Discovery runs, error messages appear in the system log table When Cloud Discovery runs, the system log table is flooded with this error: 'Failure occurred while scrubbing logs returning the recieved input.: no thrown error'.

Refer to the listed Known Error KB article for details.

Cloud Management Application

PRB1322470

KB0746255

MID Server memory leak due to the accumulated Camel Context for each call to the cloud provider After each Cloud Discovery schedule runs, the MID Server memory accumulates until MID Server runs out of memory. Heapdump shows that JmxBeanServer is retaining references to Camel Contexts/Routes thus causing the leak.
  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

Microsoft has changed Azure Billing API endpoint (Response code 426: Method failed: (/rest/XXXXXX/usage-report)) Azure Cloud Billing fails with "Response code 426: Method failed: (/rest/<<Enrollment No>>/usage-report) with code: 426". This is because Microsoft has changed their Billing API endpoint and retired the old endpoint. Refer to this document for details.

Cloud Management Application

PRB1328679

Catalog variables that utilize a Select List type backed by a pool in turn backed by a table with a large number of records cause portal and sc_req_item record form performance problems Using a large data set for the source of a Lookup Select Box variable can cause the Service Catalog Item form to stop working and potentially cause node-wide low memory and therefore severe performance degradation.

Cloud Management Application

PRB1329337

KB0744908

Memory exhaustion due to the 'AWS EC2 - DescribeSnapshots' discovery sensor
  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

An error occurs when users build a related condition from a TPC extended table using a reference field defined on the parent table The following error occurs when users build a related condition from a TPC extended table using a reference field defined on the parent table: 'Syntax Error or Access Rule Violation detected by database (Unknown column 'sj0.parent' in 'on clause')'.

Condition Builder

PRB1318504

KB0723683

When filtering a list on date fields and string text columns at the same time, the date filter is removed from the list condition builder When a created/updated filter is applied on date fields in a list, if any additional string field is added to the filter with the column search, the original date filter is removed and not applied in the search.

Refer to the listed Known Error KB article for details.

Configuration Management Database

(CMDB)

PRB1321753

KB0723442

The identification engine should check if an instance has the sys_class_path in the CMDB table before using it Currently, the identification engine uses the sys_class_path when querying for relationships, which may cause issues if the sys_class_path is not present in the CMDB table(s). Therefore, the identification engine should check if an instance has that field before using it.

Refer to the listed Known Error KB article for details.

Core Platform

PRB1250818

KB0749619

Large static content can cause memory issues If the static content being fetched is large and is allowed via glide.servlet. static_ content_types, it can trigger out of memory during scaling.
  1. Find a large image attachment.
  2. Grab the sys_id of the attachment.
  3. Add the attachment's sys_id in a URL, and append it with '.iix', or something as follows: /<sys_attachment sys_id>.iix.

Core Platform

PRB1255228

KB0687020

The 'Syntax Error or Access Rule Violation detected by database' error occurs when having a filter condition based on related list on cmdb_ci Filter condition based on related list on cmdb_ci returns no results and causes an error 'Syntax Error or Access Rule Violation detected by database'.
  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

The Document Viewer plugin is not working

Refer to the listed Known Error KB article for details.

Core Platform

PRB1288223

SessionMetricStatsListener can hold on to a large number of references if session debugging is enabled and left running over time SessionMetricStatsListener can hold on to a large number of references if session debugging is enabled and if many query, script, transaction or other tracked patterns are captured as part of a transaction session debugging.

Core Platform

PRB1317176

The Wait for condition/IF condition in the workflow fails to work on the date type

Core Platform

PRB1317902

KB0722899

The actual class of a CI appears twice in the drop-down of a CI form from London In London, the class field (sys_class_name) drop-down for CMDB child tables shows a duplicate entry for the existing class incorrectly.

Refer to the listed Known Error KB article for details.

Core Platform

PRB1322294

GlideElementSysClassName.setDisplayValue inefficiently loads and compares the label information for large hierarchies

Core Platform

PRB1325834

KB0744604

The trigger type for a scheduled job is updated incorrectly due to a race condition The trigger type value is updated incorrectly for sys_trigger records, which leads to repeat jobs being either deleted or executed at the incorrect interval.

Refer to the listed Known Error KB article for details.

Core Platform

PRB1326424

KB0748825

Choices display incorrectly in the Activities field on a form When users configure choices in a domain separated environment, the choices display incorrectly in the Activities field where it shows the value or label from a different domain.
  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

The widening of currency fields results in failed alters for var_dictionary currency fields If a var_dictionary record has the 'Currency' type, the platform will attempt to widen it during batch commits.

Customer Service Management

PRB1326957

KB0727672

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

Refer to the listed Known Error KB article for details.

Customer Service Management

PRB1329009

Performance issues with special handling notes Adding more Special Handling Notes records causes slowness when users open case records.

Dashboards and Home Pages

PRB1241182

KB0717353

The pop-up editing window appears at the bottom of the page when users edit fields in a Dashboards/Homepage widget If the Dashboards/ Homepage widget has a scroll bar, the pop-up editing window appears at the bottom of the page when users edit fields in the widget.

Refer to the listed Known Error KB article for details.

Dashboards and Home Pages

PRB1321988

KB0744918

The interactive filter creates a long URL that sometimes exceeds the browser limitation, producing a blank page error 'HTTP ERROR 400' When a report on a dashboard uses an interactive filter that has the option 'Apply to both database views and tables' selected, the URL that is generated when users drill down a report will have the 'filter condition' string appended multiple times.

Refer to the listed Known Error KB article for details.

Database Indexes

PRB1302718

KB0727160

The missing index on sys_rollback_ incremental.txn_id causes slow performance during the rollback

Refer to the listed Known Error KB article for details.

Delegated Development

PRB1179433

KB0692666

Users with the 'delegated_developer' role get the error 'Invalid attempt to access [table_name]' when opening or creating a record
  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

For users with the delegated_developer role, they can only see 'undefined' instead of the available update sets in the update set picker

Refer to the listed Known Error KB article for details.

Delegated Development

PRB1332095

KB0749185

Users with the delegated_developer role that otherwise pass the 'create' ACL rules on sys_update_set are not able to create new update sets

Refer to the listed Known Error KB article for details.

Discovery

PRB1151762

The UI view 'Switch with Routing' uses white space in the name, causing related lists to not show any data The UI view 'Switch with Routing' does not comply with the naming standards, which causes related lists to not show any data.

Discovery

PRB1189849

KB0728383

When a server is discovered with a Windows 2016 OS, the CIs are discovered but the storage devices and file systems info are not populated The Windows Storage sensor shows the error 'WMI Disk Drive not found for Disk'. The Discovery log may show 'Sensor error when processing Windows - Storage 2012: WMI Disk Drive not found for Diskundefined'.

Refer to the listed Known Error KB article for details.

Discovery

PRB1293839

KB0713196

Provisioning of VMware virtual machines (VM) fails with duplicate relationships when the vCenter event collector is active
  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

Help the Help Desk creates an empty computer CI if glide. discovery.hostname. include_domain is true, and leaves the ECC input in the Ready state The ECC queue records created by the Help the Help Desk script are not processed if the Discovery property glide. discovery.hostname. include_domain is true. A new computer CI is created but with no details. The WMILoader ECC queue input remains in the Ready state.

Refer to the listed Known Error KB article for details.

Discovery

PRB1298290

Duplicate Discovery jobs running after the London upgrade Duplicate Discovery schedules are triggered and schedulers are overloaded.

Discovery

PRB1316422

Network adapter/IP address records get deleted in devices with multiple NIC's with the same MAC address

Discovery

PRB1318561

KB0719785

When Windows Server 2019 is discovered, it is incorrectly classified as a Computer CI instead of the Windows Server CI, and the Hyper-V discovery does not happen

Refer to the listed Known Error KB article for details.

Discovery

PRB1320970

KB0746795

When the Cisco switch discovery is aborted because of the HSRP VIP used in the process, it is logged as an error

Refer to the listed Known Error KB article for details.

Discovery

PRB1323765

KB0743843

Discovery may fail to create unique CIs for ESX servers if they share the same serial number

Refer to the listed Known Error KB article for details.

Discovery

PRB1329036

KB0728493

The horizontal discovery for the MSSQL instance may fail to update certain fields
  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

The WMI discovery of Windows fails with the error 'Error: powershell is required to complete this operation;' or 'The result file can't be fetched because it doesn't exist'

Discovery

PRB1350180

The Windows discovery using the MID service account fails If users use only the service account on the MID Server service for their Windows credential and do not have any Windows credentials in the credential table of the instance, all Windows discovery probes return details from the MID Server host and not the target that is meant to be scanned. The WMI classify probe returns the hostname of the MID Server, not the target.

Discovery

PRB674382

KB0727872

The SNMP - Classify and SNMP - Identity probes include OIDs that are not used by the sensors The SNMP - Classify and SNMP - Identity Information probes include various scalar and table OIDs that are not used by their sensors.

Refer to the listed Known Error KB article for details.

Document Viewer

PRB1338624

KB0747506

Rename the 'css' folder to 'styles' Document Viewer is not working as expected.

Refer to the listed Known Error KB article for details.

Email

PRB1297888

The recipient fields on the email client page (To, Cc, and Bcc) do not recognize email addresses or user names when they are pasted

Event Management

PRB1317275

The JVM is restarted due to the out of memory error caused by the job Event Management - Impact Calculator Trigger

Field Service Management

PRB1322481

Ajax call on every form load (UI script - Appointment Booking ConfigHelper and getTranslated Messages ForAppBookingConfig()) Since upgrading to the London release, UI script AppointmentBooking ConfigHelper makes ajax call to getTranslated Messages ForAppBooking Config on every form load. This issue occurs only when the Appointment Booking plugin is activated.

Flow Designer

PRB1333501

The Flow Designer filter widget does not work in the Trigger configuration or the Lookup records

Forms and Fields

PRB1032465

KB0636088

Unable to use previous reference values (GEM) for GlideLists in the Set Field Values step
  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

Embedded MP4 or MKV videos do not play on mobile iOS devices
  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

The glide_list field type with choices configured shows the value of the choices in the list instead of the label of the choices

Refer to the listed Known Error KB article for details.

Forms and Fields

PRB1265189

KB0717321

Form Layout allows users to create duplicate fields by the database column name without throwing any error

Refer to the listed Known Error KB article for details.

Forms and Fields

PRB1313002

KB0748829

The UI policy condition based on the Date field is incorrectly triggered on form load when the value is blank in Firefox
  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

When the com.glide.attachment.max_size property is empty, the file limit for upload becomes 1K
  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

When the Reference to incident tab is selected and focused, the initial display of the form is not set to the top of the page
  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

The Open record button redirects to the not_allowed.do page if the URL contains special characters like '<' and '>' When a URL contains special characters like '<' and '>', the Open record button redirects to the 'not_allowed.do' page which displays the message 'Security constraints prevent access to requested page'.
  1. Create a report with the following settings:
    • Table: incident
    • Type: list
    • Filter: [Created] [after] [2017-01-01 11:00:00] (make sure to input some time in the value as well like 11:00:00)
  2. Save the report.
  3. Navigate to any homepages and add the report created above.
  4. On this report widget added to the homepage, click the preview 'i' icon on any records that are listed.

    A pop-up preview form is displayed.

  5. Click the Open record button.
Notice that the link is redirecting to 'not_allowed.do' and that page is displaying the message 'Security constraints prevent access to requested page'.

Forms and Fields

PRB1343388

Homepages and dashboards create sys_ cache_flush entries (sys cache_related_ list_user_ personalization, syscache_jelly_ script, syscache_ realform) When homepages have reports on them, every execution creates many cache entries into the sys_cache_flush table. If a user has set up many reports like this and they are executed multiple times, it could lead up to thousands of entries in the sys_cache_flush table and synchronization can be slowed down between nodes.

Forms and Fields

PRB561223

KB0524205

The mandatory field is not enforced if it is a derived reference (dot-walked field) A derived reference field on a form cannot be made mandatory.

Refer to the listed Known Error KB article for details.

Forms and Fields

PRB754027

Saving a project task with a percent complete decimal value generates an error 'Percent Complete must be between 0 and 100' Within the Project module, there is a check to inspect whether the percent complete value is between 0-100. An error occurs when the percent complete value contains a ',' (comma) instead of a '.' (dot).

Governance, Risk and Compliance

PRB1338794

Skipped errors on the 'GRC: Policy and Compliance Management' plugin during the upgrade to Madrid During the upgrade to Madrid, there are files with skipped errors related to the sn_grc, sn_com pliance_pa, and sn_grc_pa plugins.

Guided Tours

PRB1323151

KB0743778

The guided tour does not translate the steps even though the sys_ui_message table does contain the translated text

Refer to the listed Known Error KB article for details.

HTML Editor

PRB1154045

KB0749469

Formatting issue with Knowledge articles in Jakarta In Jakarta, Knowledge articles do not format correctly when a numbered or bulleted list is used.
  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

Unable to add links to images or videos in Knowledge Base articles
  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

Unable to edit an HTML table cell in an HTML field in the Microsoft Edge browser In an HTML field that uses TinyMCE as its editor that has a table structure, a user is not able to click the cells of the table to edit the data.
  1. Log in to the instance using the Edge browser 42.17134.1.0, EdgeHTML 17.17134.
  2. Open any record form that has an HTML field on it which uses TinyMCE, for example, the Text field in kb_knowledge.
  3. Try to create an HTML table within this field (a 1x1 table is sufficient).
  4. Try to click the cell of this table.
Expected behavior: The mouse cursor would be placed within the cell and the user is able to edit the data.

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

Nodes run out of memory when users click the 'Insert/edit link' icon in an HTML editor Instances with a lot of attachments in the sys_attachments may run out of memory when users try to insert a link in an email.

Human Resources

PRB1274476

KB0690083

HR users cannot edit the Assignment group field in the HR case list view

Refer to the listed Known Error KB article for details.

Human Resources Service Management

PRB1327995

With Restricted Caller Access enabled, emails do not display in the activity formatter in the HR case form
  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

The navpage.do page cannot be loaded after the knowledge blocks plugin is activated

Import / Export

PRB1307775

KB0747570

Scheduled reports may fail to add email attachments if they are run at the same time Scheduled reports configured to send attachments in an email may fail to add the attachments if they are run simultaneously. When the issue occurs, the email log shows the attachments as processed, but the user does not receive the attachments in the email.

Refer to the listed Known Error KB article for details.

Import / Export

PRB1323210

The 'Set synchronous import set' business rule causes slow queries For large implementations, if the number of rows in the sys_import_ set_row table grows in the 10's of millions, the base instance index is not sufficient to result in an efficient query.

Knowledge Management

PRB1315924

Labels in the Knowledge Query Facet are not translated

Knowledge Management

PRB1320869

Multiple sys_index records are checked in to com.snc.knowledge3 The com.snc.knowledge3 package contains sys_index records, which can generate conflicts during upgrades.

Knowledge Management

PRB1324575

New user criteria APIs evaluate knowledge-related user criteria only User criteria that are not used by any knowledge base are evaluated on the first article opened in the session.

Lists

PRB1314733

KB0745480

The journal field is displayed in raw HTML format in the list view if the journal field is moved up as the first column in the list For tables that have journal field records (Additional comments/ Work notes) in the form, when the journal field is moved up as the first column in the list view, the content is displayed in raw HTML format.
  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

After the London upgrade, the related list personalization shows unsaved changes When personalizing the list on a related list, if users click OK to confirm the change, they are presented with a pop-up window confirming if they want to leave the page. The list change takes effect but the pop-up window should not occur.
  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

The reference list does not render if the field has the 'tree_picker =true' attribute and a reference qualifier dictionary override If a reference field has the 'tree_picker=tree' attribute and a dictionary override that overrides the reference qualifier, the reference list will not render when users click the magnifying glass icon.
  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

In the Microsoft Edge, the list collector variable resizes to match the width of the choice with the most characters In the Microsoft Edge browser, the width of the list collector matches the width of the choice with the most characters, which causes an overlap between the list collectors.
  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

If a condition is added to a reference variable with an advanced reference qualifier, accessing the sys_ref_list of the variable directly through the URL results in a blank page
  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

The 'Go to' list search does not return results for choice fields such as 'State'

Refer to the listed Known Error KB article for details.

Live Feed

PRB691751

KB0634453

ITIL users are not able to see replies to comments on Live Feed threads until they post replies in the Knowledge Base articles This issue is related to replies via Live Feed in Knowledge Base articles. When the Live Feed starts, ITIL users can only see the main comments but not other users' replies. It is only after the ITIL users reply to the comments can they see the replies present in the article.

Refer to the listed Known Error KB article for details.

MID Server

PRB1306945

KB0721866

The used memory is not released after each run of patterns that execute data parsing steps

Refer to the listed Known Error KB article for details.

MID Server

PRB1331942

KB0748912

MID Server issues after the Madrid upgrade After the Madrid upgrade, an error occurs in MID Server: 'Could not decrypt file discovery whitelist after sync'.

Refer to the listed Known Error KB article for details.

MID Server

PRB663148

Long running commands (SSHCommand Long) stop polling when the MID goes down SSHCommandLong requires four commands to operate: one to start, one to poll, one to cancel polling, and one to complete (collect results/cleanup). The polling command has a 'repeat_interval' parameter which causes ProbeExecutor to handle the output once and send inputs once each repeat interval. This is set to 'processed' when it starts the polling process. When the MID goes down, including for an update restart, the polling stops and the probe sits there indefinitely.

Mobile

PRB1338593

ITIL users cannot assign tickets in the mobile app

On-call Scheduling

PRB1324237

When users click an on-call schedule tile, it opens the first on-call calendar in the choice list regardless of the tile selected When users click an on-call schedule tile, it should open the calendar of the schedule tile. However, it opens the first on-call calendar in the choice list regardless of the tile selected.

Outbound Messaging

PRB687308

KB0596172

The REST message call by MID Server does not honor user-specified timeout If a user sets the HTTP timeout using the RESTMessageV2.setHttp Timeout(int) API for a call made via MID Server, the timeout is not honored.

Refer to the listed Known Error KB article for details.

Patterns

PRB1315162

KB0719281

Duplication of load balancer serial numbers When a load balancer is discovered, duplicate serial number records are created in the cmdb_serial_number table.

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

The 'Azure Database' pattern fails with multiple issues

Refer to the listed Known Error KB article for details.

Patterns

PRB1322425

KB0724287

The 'sqlcmd' commands in 'MSSql DB On Windows' Pattern fail due to the commands' syntax The 'sqlcmd' commands in 'MSSql DB On Windows' Pattern fail to authenticate when the password variable is passed with quotations.
  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

Duplicate cmdb_model created by 'Network Devices - Pre Sensor' The duplicate cmdb_model is created when discovering network switches and routers. The duplicates are created by the 'Network Devices - Pre Sensor' script.
  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

The AWS master account can only discover the first 40 child accounts due to pagination only working on the first page

Refer to the listed Known Error KB article for details.

Performance Analytics

PRB1323505

The Benchmarks score collection is unable to retrieve monthly aggregate scores for any indicator in PA Scorecard API returning incorrect scores Benchmarks is unable to retrieve monthly aggregate scores from the PA Scorecard API.

Performance Analytics

PRB1331703

The CSS breaks for Analytics Hub with Chrome Version 73 (x-axis missing) The X-axis of the chart is not visible in Analytics Hub when it is opened using Chrome Version 73.

Persistence

PRB1246074

Changing the column type with an update set commit does not change the column type in the database when there is no data in the related table When committing an update set which includes a column type change (for example, Integer to Decimal or Integer to String or Reference to String or Date/Time to Date), the change is recorded at the sys_dictionary level. However, the type in the database is not changed even though there is no data in the related table.

Persistence

PRB1270807

KB0684482

Using two consecutive dot-walked fields of a database view makes the columns show empty values
  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

The canceled table rollback leaves the context in the 'reverting' state and cannot restart The canceled rollback leaves the context in the 'reverting' state. This makes the canceled rollback impossible to restart, rendering the delete recovery tool useless for that rollback context.

Refer to the listed Known Error KB article for details.

Persistence

PRB1322322

Multiple update actions in the rollback can be mistakenly identified as conflicts, and redundant sys_rollback_conflicts are recorded

Persistence

PRB1323880

Delete Recovery shadow tables are not cleaned up and grow unchecked A high volume of records is being tracked in shadow tables to support Delete Recovery. These records are not cleaned up and can grow rapidly, which may cause performance issues.

Persistence

PRB1344744

The revalidation of the database pool by all threads can cause hung transactions

Platform Security

PRB1263737

Removing the auto-creation of table.* ACLs When a field level read ACL is created, in most cases the ACL framework would automatically create a table.* ACL to cover the rest of the fields on that table. The table.* ACL is created by copying the table level ACL. In some circumstances, this auto-creation feature would not create the correct table.* ACL.

Platform Security

PRB1327990

The upgrade takes a long time to complete CMDB alters are triggered for cloned descendants and the same alter is triggered multiple times.

Platform Security

PRB1344207

The error 'Cyclicity detected' occurs during the upgrade, which may lead to the cancellation of the upgrade

Policy and Compliance

PRB1309969

KB0717794

When users add a large number of profiles to the system, it takes a long time for the system to generate controls and risks, and to update all the related links

Refer to the listed Known Error KB article for details.

Project Management

PRB1256926

Two 'Save' UI action buttons appear at the same time on the pm_project and resource_plan tables One of these buttons is supposed to appear on a new record and be available to users who can create or update records on the table, and the other button is supposed to appear on an existing record and be available to users to create or update the records. However, both of these two buttons appear when users load a new record (before inserting).

Project Management

PRB1311406

KB0743545

Users without the write access cannot view the program in the Program Workbench Users that do not have the write access to a program cannot view the program in the Program Workbench. The Workbench redirects to a 404 error page.

Refer to the listed Known Error KB article for details.

Project Management

PRB1316992

Project tasks created from Microsoft project import have an incorrect Active field value The status of PPM imported tasks is 'Closed Complete', but the Active field value is 'true'.

Project Management

PRB1337300

When users export a project by selecting 'Export to MS Project', an empty XML or an XML with zero bytes is returned When the project is exported from an instance where the system localization uses ',' (comma) instead of '.' (point) to separate the percentage, an empty XML or an XML with zero bytes is returned. This issue is mainly faced by users using Arabic numerals with decimal comma.

Project Management

PRB1337391

Slow performance occurs when updating a project task which is part of a project with over 500 tasks

Project Portfolio Management

PRB1319992

The PPM new Investment Portal does not provide the ability to sort by date columns On the new Investment Portal, when users create an investment board, they have the default overview list showing all the available columns. However, they can sort by all other field types but not the date fields. The sort icon is not available when users click the field headers.
  1. Install PPM with Financials.
  2. In the navigator, type Investment Portal.
  3. Create an Investment view from the Investment Portal.
  4. Establish the selection criteria.
  5. Try to sort any of the date columns on the board.
Notice that the sort icon is not available for the date columns.

Record Certification

PRB1321407

The Show All Records button does not work in the Certification Task form On a Certification Task form, when users click the Show All Records button, no action happens and the system always shows pending records that need certification.

Record Watcher

PRB1321776

RecordWatcher rw_cache gets flushed during the large import/export on sys_rw_amb_action, which causes memory issues for multiple threads trying to rebuild the cache In-memory reaping of sys_rw_amb_action can affect the instance node performance and eventually run out of memory.

Reporting

PRB1303267

KB0745492

The column and trend charts fail to load when users choose any time field under Group by and set Display data labels to on
  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

The option Export to PDF for the multilevel pivot chart is broken with an error An error occurs when users try to export the multilevel pivot chart as a PDF.
  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

Using a dot-walked field for 'Stack by' in a report results in incorrect data
  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

The trend report does not show correct results when the Group by field is applied on 'Boolean values' from a reference table
  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

Double entries in resource_aggregate_daily after the upgrade Under certain circumstances, double entries are created in the resource_aggregate_daily after an upgrade.

Security Incident Response

PRB1330225

Email notifications are not working for the SIR module Email notifications 'Security Incident closed/canceled' are not working for the SIR module when incidents are 'closed'.

Service Catalog: Service Portal Widgets

PRB1325027

The date variables submitted via a multi-row variable set are incorrect

Service Catalog

PRB1237697

The lookup select box pointing to a large data set can trigger the low memory condition The lookup select box pointing to a large data set may cause the Service Catalog item form to hang. This may lead to node-wide low memory and can cause performance degradation.

Service Catalog

PRB1321593

The reference qualifier does not work when trying to add a new row in RITM Multi-row variable set reference qualifiers do not work on the requested item and the catalog task.
  1. Create a multi-row variable set in a catalog item.
  2. Add some fields of the type reference and add the reference qualifier.
  3. Submit a request for this catalog item and open its RITM on the platform.
  4. Try to add another row to the multi-row variable using the add button.
Expected behavior: Values for the reference field should be filtered as per the reference qualifier.

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

Service Catalog

PRB1322402

Incorrect user in backend catalog item orders after a two-step checkout for another user via Service Portal

Service Catalog

PRB1323474

In the variable editor, g_form.elements returns each catalog item variable twice

Service Catalog

PRB1326373

KB0745337

Forms break when the variable editor is added twice If a form has the variable editor added to it twice, issues occur until the duplicate variable editor is removed from the form.
  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

Users observed delay while trying to redirect from REQ to RITM after the submission of requests

Refer to the listed Known Error KB article for details.

Service Mapping

PRB1332033

KB0746199

Slow queries on automation_error_msg prolong the Discovery sensor processing The query may be many times longer compared with the time the rest of the sensor takes. This prolongs the Discovery schedules and impacts the availability of the scheduler worker thread for the instance as a whole.

Refer to the listed Known Error KB article for details.

Service Mapping

PRB1337556

Service Mapping re-computation issues The Service Mapping re-computation job is slow due to queries against sys_audit and sys_history_line. The queries can take several minutes. As a result, each re-computation job may be minutes long while the re-computation itself may end in several seconds.

Service Portal

PRB1240258

KB0696884

Formatting issues with the list collector/ reference field in Service Portal When ref_ac_columns is used to populate additional columns in a reference list picker, the results appear to be formatted based on the number of columns that contains data. This causes the column width to vary by row.
  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

Activating the Knowledge Management Advanced plugin breaks URLs with KB article numbers in Service Portal When the Knowledge Management Advanced plugin is activated through the Knowledge Management Advanced Installer, it breaks the link for displaying articles in Service Portal if the article number is used in the link. For example, <instance.url>/sp?id=kb_article &sys_id=<sys_id> works, but <instance.url>/sp?id=kb_article &sys_id=[kbnumber] does not.
  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

When users open the instance URL in multiple browser tabs, they are not always redirected to Service Portal The defined redirecting to Service Portal does not always work when users with no role open the instance URL in different browser tabs.
  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

The Ticket Fields widget is not displayed in the Service Portal Designer
  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

Issue with the Chrome autofill in Service Portal The Chrome autofill should be disabled for form fields, which is consistent with the desktop UI.

Service Portal

PRB1296335

KB0724373

Invalid list column can break the reference field in Service Portal Invalid list column can break the reference field in Service Portal with the null pointer exception error in the log.

Refer to the listed Known Error KB article for details.

Service Portal

PRB1304578

KB0719149

Date validation client script conflicts with the built-in validation in Service Portal When a date or date/time variable value is validated using a catalog client script which uses the 'showFieldMsg' function, it will conflict with the validation built-in to the 'sp.datePicker.js' directive.

Refer to the listed Known Error KB article for details.

Service Portal

PRB1312458

KB0724187

The ticket page in Service Portal generates the JavaScript error 'You have exceeded your request quota for this API' when a location is checked with Google Maps for the first time When a location is checked with Google Maps for the first time, the ticket form in Service Portal generates the JavaScript error 'You have exceeded your request quota for this API'.
  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

The error 'org. mozilla.javascript.UniqueTag cannot be cast to com.glide.script. GlideElement: no thrown error' occurs after viewing the catalog item with the label variable The error 'org.mozilla. javascript. UniqueTag cannot be cast to com.glide.script. GlideElement: no thrown error' appears in the system logs when a catalog item that has a label and a check box is loaded in the Service Portal page. The issue occurs with all the catalog items that have labels and check boxes in succession.

Service Portal

PRB1316016

Issue with the modal not opening in Service Portal The pop-up window is not opened completely on a click of the reference icon on the Form of List and Form page.

Service Portal

PRB1316022

KB0726522

If the mandatory Reference field and the mandatory date time field are used together in a catalog item, the mandatory validation is activated on the date time field once the Reference field is accessed

Refer to the listed Known Error KB article for details.

Service Portal

PRB1319742

Issue with the Date/Time format in Service Portal On a catalog item page in Service Portal, if users do not follow the correct Date/Time format and manually enter an invalid value, an incorrect Date/Time value is displayed.

Service Portal

PRB1324097

An error message shows up saying the mandatory Date field is not filled after clicking inside the text input of the Date field

Service Portal

PRB1329949

KB0743795

Users can submit requests with manually typed random text in the Date field of the catalog item form in Service Portal Users can submit requests with manually typed random text in the Date field of the catalog item form in Service Portal. There is no date validation.
  1. On any catalog item and add a date type variable.
  2. Open the item in Service Portal.
  3. Check that the Date field is available on the catalog item form.
  4. Enter any random text in the Date/Time field.
  5. Submit the form.
Notice that the request is successfully submitted regardless of the invalid date/time format.

Service Portal

PRB1333453

When navigating from a page with the Report widget to a page with a DateTimePicker, a 'Maximum call stack exceeded...' JS error occurs

Service Portal

PRB1334181

KB0748148

The sc_email validation script can cause the Add to Cart and Order Now buttons to stop working in Service Portal The Add to Cart and Order Now buttons stop working in Service Portal when:
  • 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

Users with roles are redirected to the Service Portal instead of the platform even though SPEntryPage is configured When implementing the SPEntryPage configuration, users with roles are redirected to the Service Portal on the first login.

Refer to the listed Known Error KB article for details.

Slushbucket

PRB1264905

KB0726463

CMDB parent table dictionary choices are not available in the child table slushbucket on the CI form

Refer to the listed Known Error KB article for details.

Software Asset Management Professional

PRB1321690

Add the condition to the recc approval notification When a reclamation candidate is created with the 'Notify user' checked, a notification is sent out to the user. The notification that used to do this (recc approval) currently does not have a condition, which means when SAMP is installed, for all of the approvals created (not for reclamation candidates), a notification is sent with this email content instead of the default one.

Software Asset Management Professional

PRB1327858

CMDB issues found during the SAMP activation pre-check

Tables and Dictionary

PRB1294424

The 'name' and 'element' columns on the sys_dictionary have outdated max lengths The sys_dictionary. element has an outdated max length of 30 characters and the sys_dictionary.name has 40.

Templates

PRB1317225

KB0718640

After applying a form template to a reference field, the 'See Details' link shows the sys_id instead of the value After applying a template to a reference field on a form, the 'See Details' link in the 'Template Applied' info message shows the sys_id instead of the value of the reference field.
  1. Log in as the instance administrator.
  2. Navigate to any open incident.
  3. Create and save a new template with the following fields:
    • Caller
    • Assignment group
    • Assigned to
  4. Apply the template.
  5. From the 'Template Applied' info message of the incident, click the 'See Details' link.

Text Search

PRB1322147

The 'java.io. DeleteOnExitHook' causes out of memory if there are a huge number of attachment records to be text indexed

Time Card Management

PRB1322572

KB0748017

'Copy from previous Time Sheet' shows no further back than the previous week's time sheet In Time Sheet Portal, the UI action 'Copy from previous Time Sheet' shows only the previous week's time sheet, not further back. However, it works fine in the native UI.
  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.
Notice that all older time sheets are shown.

Transaction and Session Management

PRB1313291

KB0716422

URIs with un-encoded non-ASCII characters are rejected with 400 response code in London In a non-ENU Windows 10, running non-ENU Internet Explorer 11 results in the Knowledge Base card view does not display, along with the 'Most Useful' and 'Most Viewed' sections.

Refer to the listed Known Error KB article for details.

UI Components

PRB1258584

Errors are thrown for CSRF token mismatches

Update Sets

PRB1285932

Duplicate columns are created in the table hierarchy if the columns are added to both the parent table and the child table in the same update set

Upgrade Engine Issues

PRB1313903

KB0726242

When users have a different default language, the error message '[plugin name] was not activated' appears even though the plugin has been activated successfully The plugin activation may fail when users have a different default language because not all of the trackers are marked as successful. The progress tracker displays '[plugin name] was not activated'. However, this error does not affect the plugin installation, and the plugin has been activated successfully.

Refer to the listed Known Error KB article for details.

Upgrade Engine Issues

PRB1341545

Logged-in users are given a blank navigation page After an upgrade, once a user is logged in, the user sees a blank navigation page and a blank application navigator.

Usage Analytics

PRB1292446

LicenseFrameworkUtils generates a high volume of sys_update_xml for ua_table_licensing_config records LicenseFrameworkUtils, which is frequently used in fix scripts for plugin activations, is generating a high volume of sys_update_xml for ua_table_licensing_config records. This can result in the updates being captured in users' update sets.

Usage Analytics

PRB1340156

Unique Key violation errors appear in ua_user_role_ct when Role Management V2 is not active and the same role is added to a user from multiple inheritances
  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

Issue with the user criteria and nested groups in the Knowledge Base In the Knowledge Base, the user criteria do not work with nested groups.

VA-Designer

PRB1322778

KB0745175

Errors occur when users publish a duplicated/cloned/copied topic

Refer to the listed Known Error KB article for details.

VA-Web Client

PRB1288212

KB0717976

The Virtual Agent does not translate based on the user language while using the internationalization plugin
  1. Activate the German translation plugin in a London instance.
  2. Choose the user (ITIL or system administrator) session language as German.
  3. Navigate to https://<yourinstance>.service-now.com/csm with the user.
  4. Start a chat with the Virtual Agent.
Notice that the basic information available to the user from the system is still in English.

Virtual Agent Platform

PRB1326746

The Virtual Agent widget icon is missing in some instances The chat bubble icon used in the Virtual Agent widget for Service Portal is missing in some instances. This causes the widget to show only a colored circle with no icon in it.

Visual Task Boards

PRB717965

KB0685995

Visual Task Boards ignore query business rules
  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

The following error message appears in the system logs: 'getEntryScorePercent in sn_sec_cmn.CalculatorHelper throws undefined variable error'

Vulnerability Response

PRB1338470

Updating the work notes for the vulnerable group record will update all related vulnerable items work notes

Walk-Up Experience

PRB1325321

Interactions in the Walk-up view are slow for large task tables When users open an interaction and change the view to Walk-up, it takes more than one minute to reload the form.

Web Services

PRB656768

KB0597958

Invalid PowerShell script in the REST API Explorer for the POST request In the REST API Explorer, the snippet for PowerShell is missing a curly brace. This causes the script snippet to include some angular variables and makes the script unusable.

Refer to the listed Known Error KB article for details.

All Other Fixes

To view a list of all other PRBs fixed in New York, refer to All other New York fixes.

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