Advanced Work Assignment
PRB1369379
|
Migrate the CSM plugin 'My Interactions' list to the Interaction plugin |
The 'My Interactions' list should be available to users anytime the Interaction
plugin is installed. |
|
Advanced Work Assignment
PRB1378114
|
The Agent Chat demo data seeded group 'Agent Chat Group' is not visible in the
Groups list |
|
- Install Agent Chat plugin with demo data.
- Navigate to .
Notice that you do not see 'Agent Chat Group', which should be shown on the
Groups list.
|
Advanced Work Assignment
PRB1379343
|
The related list for setting up AWA group queue priority is missing |
|
- Install com.glide.awa.
- Navigate to to view all the groups.
- Open any group.
Expected behavior: There should be a related list called 'Queue' to edit
the group queue priority.
Actual behavior: The related list tab is missing and the user is unable to
edit group queue priority.
|
Advanced Work Assignment
PRB1381117
|
The initial agent response message after a queue transfer is intermittently
incorrect |
This issue is observed starting with Madrid. |
- Enable the Agent Chat plugin with demo data.
- Create another AWA queue with a different initial agent response text.
- Create a group for this queue.
- Log in as an agent that is in that queue, and mark the agent as
available.
- Use a higher order for this queue so chats will be routed to the base instance
agent chat queue first.
- Initiate a conversation.
- As an agent, accept the chat from Agent Workspace and make sure that the queue
is the base instance agent chat queue.
- Initiate a transfer to the queue created in Step 2.
- As the agent in Step 2, accept the transfer.
Expected behavior: The chat should always show the initial agent response
text from the queue that the chat was transferred to.
Actual behavior: Sometimes the initial agent response text is the original
queue's message.
|
Advanced Work Assignment
PRB1381922
|
Manually assigning a channel-eligible document does not change an agent's
workload |
|
- Identify an agent to whom there are no interactions or work items currently
assigned.
- Verify that the agent's workload is currently 0 by navigating to
/awa_agent_capacity_list.do.
- Create an interaction record and set 'assigned_to' to that agent.
- View the /awa_agent_capacity_list.do.
Expected behavior: The agent's workload should increase to 1.
Actual behavior: The agent's workload is still 0.
|
Advanced Work Assignment
PRB1386331
|
The sn_connect.Queue API is returned as 'Undefined' |
The sn_connect.Queue.get() API is not working in scoped applications. When
executed, the same code in global works as expected. |
|
Agent Chat
PRB1371507
|
Processing a message through the conversation server calls Live Feed methods
and causes delays |
Processing message through conversation server calls Live Feed methods, causing
delays in receiving the message. These methods are inefficient for large numbers of
guest users. |
|
Agent Chat
PRB1382761
|
An attachment that has failed the virus scan can be incorrectly sent by the
quick action |
|
- Start a live chat and have an agent accept it.
- As the agent, upload an attachment and wait until the virus scan times
out.
- Submit any quick action that calls sn_connect.Conversation.sendMessage.
Expected behavior: The quick action result is sent to the chat.
Actual behavior: The previous attachment is sent instead of the quick
action message, but attachment message is not recorded in the live_message
table.
|
Agent Intelligence
PRB1379303
|
Classification training fails with the class recall parameter |
When users train classification solutions with the class recall advance
parameter, solution training fails and the trainer throws an error message. |
- Install Predictive Intelligence on an Orlando instance.
- Import an 8k test dataset.
- Train the classification solution with the class recall advance
parameter.
Solution training fails and the trainer displays an error message.
|
Agent Workspace
PRB1376736
KB0787968
|
Japanese mobile numbers cannot be saved in the E.164 phone number field |
|
- Change the phone number field type for the sys_user table to Phone Number
(E164) type.
- Set the phone number '+81 90 1234 5678' to a user.
It is a mobile phone
number format in Japan. It should be saved successfully in UI16.
- Open the user in Agent Workspace.
Expected behavior: No error should be shown.
Actual behavior: An error is shown on the UI: 'Please check your number
conforms with country and try again'. Note: This issue is not reproducible in the
Madrid instance.
|
Agent Workspace
PRB1377736
KB0788884
|
Agent Workspace ignores the E164 phone number formatting defined in the
telephone display rules |
If users have an E164 phone number field added to the form, in Agent Workspace
it appears to be displaying in an incorrect format compared to viewing the same
record in the platform UI. |
Refer to the listed KB article for details.
|
Agent Workspace
PRB1380373
|
The parentRecordSysId is returning encodedQuery instead of sysID |
In the system logs, the incorrect parentRecordSysId is being passed in to the
GlideExtensionPoint. |
|
Agent Workspace
PRB1380595
|
Variables are not rendered when the formatter is defined in an application
scope |
|
- Create a scope application.
- Create a table.
- Create a UI formatter in this scope, which refers to
com_glideapp_questionset_default_question_editor macro.
- Add this table into the workspace module so it is visible in Agent
Workspace.
- Create a workspace view for the table and add the new formatter into the form
section.
- Create a record producer for the table with variables that do not map to table
fields.
- Create a record using the record producer.
- Open the workspace homepage and navigate to the record list.
Notice that variables are not being displayed. If you open the same record in
platform view, the variables display correctly.
|
Agent Workspace
PRB1382971
KB0814738
|
Agent Workspace doesn't clean up resources when forms are opened and
closed |
It takes a long time to load records in Agent Workspace. |
Refer to the listed KB article for details.
|
Agile Development
PRB1386199
|
The scrum master, scrum product owner, and scrum team member personas are
unable to add work notes on a story record |
|
- Create a story.
- Create a user with any of the scrum roles (scrum_admin, scrum_master,
scrum_user).
- Impersonate that user.
- Open the Story form.
Expected behavior: Scrum users should be able to add work notes.
Actual behavior: Scrum users are not able to edit work notes.
|
App Client UI
PRB1381249
|
Logos can disappear on some IntegrationHub spokes from the ServiceNow
Store |
In specific entitlement situations for Store IntegrationHub spokes, the spoke
logos can disappear. |
|
App Client UI
PRB1381326
|
The View details button in the Store module points to
the incorrect URL |
|
|
App Client UI
PRB1381814
|
On-premises instances need to be restarted to reflect the latest instance ID
which was submitted for encryption |
|
|
App Client UI
PRB1383680
|
The installed version is shown as 'undefined' on the dependent app after a
bundle install or upgrade |
|
- Entitle and install GRC: Profile and GRC: Risk Management.
- Entitle the snapshot version, and see the latest available snapshot versions
on both apps.
- Select the snapshot version and click Update on GRC:
Risk Management.
- Verify the pop-up says the same snapshot version is installed on GRC:
Profile.
When the upgrade is completed, the snapshot version is correctly shown on GRC:
Risk Management, but 'undefined' is shown on GRC: Profile. After sometime, newer
snapshot versions are available. 'Undefined' disappears, and the correct installed
versions are shown on GRC: Profile.
|
Application Navigator & Banner Frame
PRB1374896
KB0793326
|
No focus identification on the currently selected favorite |
|
- Select the Favorites tab of the left navigator.
- Select tab to move to the first favorite.
Notice it does not gain input
focus.
- Select tab again.
See the Remove this item button
with focus.
- Shift-tab to return focus to the first favorite.
Notice this still does not have input focus.
|
Appsec – Platform Dev
PRB1384223
|
Changed the logic for certain properties not aligned with the Hardening
Guide |
The logic for 10.4.1.1, 10.4.1.2, 10.4.2.1 and 10.4.2.2 properties have been
fixed and are now aligned with the ISC Hardening Guide. |
|
Appsec – Platform Dev
PRB1384527
|
The set complex default password property shows the incorrect encrypted value |
After the property type changed to password2 in the upgrade, the set complex
default password property doesn't show the correct encrypted value. The complex
password value added to the property is not encrypted correctly, and is not changing
the compliance state of the property to 'Pass'. |
|
Asset Management
PRB1379398
|
Changes in the Field Service Mobile plugin are not reflected when the instance
is upgraded from New York to Orlando |
The com.sn_fsm_mobile plugin was not upgraded when the instance was upgraded
from New York to Orlando because the plugin has the same sys_id as
com.sn_itam_mobile. |
- Open a New York instance with all required plugins.
- Upgrade the instance to Orlando.
- Log in to the FSM agent app with valid credentials and verify the changes
implemented in Orlando.
Expected behavior: Orlando changes are reflected when upgraded from New
York.
Actual behavior: New York features are still shown.
|
Automated Test Framework
PRB1373966
|
The waitOneSecond() API does not wait after the test has been
rescheduled |
The sn_atf.Automated TestingFramework. waitOneSecond() API does not wait one
second after the test has been rescheduled. It returns immediately. |
|
Automated Test Framework
PRB1379684
KB0791194
|
Unable to set ACL-restricted template fields on some ATF step input
variables |
ACL-restricted fields, like base system dictionary kb_knolwedge.kb_
knowledge_base, cannot be accessed in most ATF steps with a template input. Users
are unable to minimize steps in the ATF by using the Record Insert step for the
kb_knowledge table, because the column for knowledge base is not available as a
field choice. |
Refer to the listed KB article for details.
|
Automated Test Framework
PRB1385989
|
ATF Client Runner displays an error if the glide.ui. escape_text property is
set to 'false' |
When running an ATF test, the test runner will display the error 'The reference
to entity "sysparm_category" must end with the ';' delimiter.' if the
glide.ui.escape_text property is set to 'false'. |
|
AWA: Routing and Assignment
PRB1381884
|
When record watchers are recreated, agent capacities need to be
invalidated |
|
- Navigate to sys_rw_action.list and look for 3 record watcher responders for a
service channel.
- Delete all 3 record watchers.
- Wait one minute for the record watchers to be recreated.
When record watchers are recreated, agent capacities need to be invalidated and
recalculated.
|
Caching
PRB1375804
|
The 'flush variables cache' business rule is unnecessarily flushing
records |
The 'flush variables cache' business rule is incorrectly flushing
sys_hub_flow_input and sys_hub_flow_output var_dictionary records. |
|
Caching
PRB1381490
|
The cache metrics manager allows reporting of non-existent caches |
Attempting to flush a non-existent cache will result in xmlstats reporting on
the flush even though it never occurred. Some common signs that this is affecting an
instance include caches with odd names and 0 in all fields but flushes. |
|
Clone Issues
PRB1380186
|
Clone post upgrade issue with cleanup scripts |
There seems to be an issue where cleanup scripts are getting deactivated and
have a blank order field on the target instance if the target instance is upgraded
as a part of the clone process. |
|
Cloud Management Application
PRB1379819
|
Metadata rules are not generating for new CMP template types |
The rule_info_json is not getting seeded for new template types. |
- Introduce a new template type.
- Ingest the template.
- Generate the catalog for the template.
- Navigate to the sn_cmp_bp_rule_info table.
- Open the template resource block that is generated for this catalog.
Notice that rule_info_json is empty, because metadata support for new template
types is not working as expected.
|
Cloud Management Application
PRB1379846
|
The default password after VM deployment does not work |
Having multiple cloud variables of secure string type (masked) is not
decrypting in MID Server scripts. |
|
Cloud Management Application
PRB1380675
|
The openstack _credentials table is missing a domain_id column for scoped
authentication |
|
- Log in to an instance.
- Navigate to discovery credentials.
- Click New to create a credential.
- Select OpenStack.
The domain_id should be available and mandatory in the forms. Without this
attribute, the authentication token cannot be generated.
|
Cloud Management Application
PRB1381344
|
Billing discovery picks up the incorrect MID Server when the current MID Server
is invalidated |
|
- Log in to a domain-separated instance.
- Set up a MID Server on two different domains, with billing credentials and
schedules in both domains.
- Log in to one domain and invalidate the MID Server.
- Run billing discovery in that domain.
Expected behavior: The billing schedule should fail because there is no
validated MID server.
Actual behavior: The billing schedule tries to pick a MID Server from a
different domain and gets stuck in processing.
|
Cloud Management Application
PRB1385341
|
The 'Update Order Status' business rule runs slowly after the upgrade |
After creating more than 20 Discovery schedules that run parallel to each
other, the 'Update Order Status' business rule becomes slow. |
|
Configuration Management Database (CMDB)
PRB1380564
|
Previews do not show the accurate count of CIs |
When users execute a preview against a large data set, the preview will show
that only a few CIs were created in the cmdb_ci table. |
|
Configuration Management Database (CMDB)
PRB1380755
|
The IRE does not follow the settings in the IRE payload when merging
items |
The Identification and Reconciliation Engine (IRE) should respect settings,
like updateWithoutDowngrade, in the IRE payload when merging items. |
|
Configuration Management Database (CMDB)
PRB1380768
|
An error is thrown if more than 1 entity contains lookup entities |
|
|
Configuration Management Database (CMDB)
PRB1380779
|
Audit processing creates a large and slow query when calculating for CMDB
groups |
When trying to calculate the total score for a CMDB health group, the audit
processor will create a large query of all the audits on the cert_audit_result
table, resulting in the compliance scheduled job taking a very long time. |
|
Configuration Management Database (CMDB)
PRB1380874
|
The full preview API does not honor the row limit passed in as a
parameter |
|
- Create an import set with more than 100 rows.
- Call the preview API for the set with a row limit of 100.
The API does not honor the limit. It processes all the records.
|
Configuration Management Database (CMDB)
PRB1381079
|
Some relationships are missing in the relationship formatter |
|
|
Configuration Management Database (CMDB)
PRB1382504
|
When the most recent Discovery fields get updated, the sys_ updated_on field
must also be updated |
The sys_updated_on field needs to be updated because the CMDB Health staleness
rules rely on that field. |
- Run an IRE payload over 2 duplicates, which will populate one of the
duplicates' Duplication of field.
- On the duplicate with the populated Duplication of
field, update any of the values within the CI.
Expected behavior: The Duplication of field on the
CI should be reset to empty.
Actual behavior: The Duplication of field on the CI
is not reset to empty.
|
Configuration Management Database (CMDB)
PRB1382918
|
The IRE is not matching a valid sys_object_ source record with a native
key |
The IRE should match a valid sys_object_source record with a native key, even
if there are other records with the same key but an invalid target sys_id. |
|
Configuration Management Database (CMDB)
PRB1383114
|
OpenStack Storage discovery fails with multiple relation errors |
OpenStack Storage discovery fails with multiple relations errors between the
cmdb_ci_vm_instance and cmdb_ci_openstack_datacenter tables. |
- Log in to an Orlando instance.
- Navigate to discovery schedules and run the OpenStack schedules.
- Run the discovery.
Observe that it fails with an error.
|
Configuration Management Database (CMDB)
PRB1384831
|
The Integration Studio APIs plugin needs to be changed to 'Published' |
The IH-ETL Store app has a dependency on Integration Studio APIs. This needs to
be published for admin users to install the app. |
|
Configuration Management Database (CMDB)
PRB1385449
|
The cmdb_inst_admin role needs to include the action_designer role |
Many CMDB integrations are REST integrations, and users need the import_admin
and action_desginer roles in order to use REST data sources. The cmdn_inst_admin
role includes import_admin but not action_designer, so while working with REST
integrations, users encounter access issues. |
|
Configuration Management Database (CMDB)
PRB1385927
|
The IRE throws a null pointer exception when reference items in the payload
point to incomplete items |
The issue occurs when an IRE payload has duplicate items and reference items.
If one or more reference items have either 'Referenced' or 'referencedBy' (or both)
pointing to an incomplete item, the IRE will throw a null pointer exception. The
items do not have any criterion attribute nor source native key information. |
|
Core Platform
PRB1356209
|
Datastream JSON parser fails to parse JSON after multiple parsings have been
done on previous pages |
The following error appears: com.glide.transform.transformer.
exceptions.InvalidStructure Exception: JsonStreamParser [868]: Unexpected character
':' after value. |
|
Core Platform
PRB1373850
|
Users receive an error when modifying the formatted amount in a currency2
field |
|
- Open any form that has a currency2 field.
- Enter any number that will be formatted with commas. For example,
1,001,234.45.
- Save the form.
It will be formatted as 1,001,234.45.
- Try to modify the amount value when commas are present in the field.
Expected behavior: The value should be saved without an error message.
Actual behavior: The value is converted without commas, and users receive
the error 'Invalid input, value set to 100123.45'.
|
Core Platform
PRB1379419
|
The currency code list values on the platform form are not sorted in the
correct order |
The currency codes in the list for FX Currency2 fields on the platform form
should be sorted with the default currency listed first. |
- In the workflow, open any form that has a currency2 field.
- Click the currency2 currency code list.
Observe that the currency2 code list values are not in sorted order. The system
default currency should be the first item in the list.
|
Core Platform
PRB1380054
|
The condition using a fiscal period does not work since fiscal periods that are
generated in the instance are becoming 'undefined' |
|
|
Core Platform
PRB1381307
|
Issues with the 'string' data type |
After creating a transform of type 'Set Min/Max' for string fields, the RTE
results come out as 'null' and the partial preview does not return any data. |
|
Discovery
PRB1371185
|
Slow query and unexpected results from the VmwareVm Correlator._resolve
CredentiallessGuest() function while processing the VCenterVMsSensor sensor when the
VM has a NULL ip_address |
|
|
Discovery
PRB1372949
KB0784533
|
The Horizontal Discovery Sensor consumes excessive memory with some horizontal
discovery patterns and causes out of memory warnings |
When horizontal discovery patterns are executed and they respond with
considerably large response payloads, the associated sensor (Horizontal Discovery
Sensor) consumes excessive memory and causes out of memory warnings on the instance.
The payload processing is terminated by the instance, causing the discovery schedule
to remain stuck in a processing state. |
Refer to the listed KB article for details.
|
Discovery
PRB1373190
|
The cloud resources count on the Discovery homepage is incorrect |
Even though no service accounts are configured to discover cloud resources, the
cloud resource count is non-zero. Additionally, when the system has other CMDB CI
resources, the homepage takes a long time to load. |
|
Discovery
PRB1373912
KB0789884
|
The Test Account functionality in the Discovery Manager
fails if the ECC Agent property 'mid.sa. ssh.port' is set |
The Test Account functionality in the Discovery Manager
fails during the creation of the cloud resource discovery schedule. It fails only
when the ECC Agent property 'mid.sa.ssh.port' is set. |
Refer to the listed KB article for details.
|
Discovery
PRB1375040
|
Billing transformation is too slow and resource-intensive |
|
|
Discovery
PRB1380246
|
The GCP Pull events check box does not show up in the
Cloud Discovery UI |
|
- Log in to the instance.
- Install patterns 52 or 55 version.
- Navigate to the homepage.
- Select Google provider from the list.
- Enter the schedule name.
Expected behavior: The Pull events check box
appears.
Actual behavior: On the right side of the page, under service account
details, the Pull events check box does not appear.
|
Discovery
PRB1380423
|
A notification message is needed on the MID Server record to indicate that
Discovery requires PowerShell v3.0 to function correctly |
When running a MID Server with PowerShell version 2, there is no warning to
notify the users that they are using an out-of-date version. |
|
Discovery
PRB1381624
|
A MID Server can only be mapped to one vCenter for event collection, multiple
event collectors are not supported by a single MID |
|
- Create an event collector for a vCenter on a MID.
- Try to create another event collector for another vCenter on the same
MID.
Notice that it will throw an error saying 'MID Server already in use by another
vCenter Context'.
|
Encryption/Cryptography
PRB1381111
|
Some system profile mappings for new KMF exclusion files are missing |
Admin users with the sn_kmf.admin role cannot find the corresponding system
profiles for KMF exclusions on three tables: sys_kmf_module_key,
sys_kmf_key_metadata, and sys_kmf_instance_key. |
|
Encryption/Cryptography
PRB1382064
|
Dot-walked platform encrypted fields are showing the encrypted value instead of
plain text |
On a form when the reference value changes, dot-walked platform encrypted
fields in the reference value are showing the encrypted values instead of plain
text. |
|
Event Management
PRB1377622
|
An error appears when trying to remove attached install base items from a case
on Workspace |
When users try to use the Remove UI action on the
'Affected install base items' related list, this error appears: 'Delete operation
against 'sn_install_base_m2m_affected_install_base' from scope 'sn_csm_workspace'
has been refused due to the table's cross-scope access policy'. |
- Open a case with install base items attached in its 'Affected install base
items' related list.
- Open Agent Workspace as an admin.
- Open the above case, and navigate to 'Affected install base items'.
- Select the record of install bases.
- Click Remove.
Expected behavior: The selected IB record should be deleted.
Actual behavior: An error appears: 'Delete operation against
'sn_install_base_m2m_affected_install_base' from scope 'sn_csm_workspace' has been
refused due to the table's cross-scope access policy'.
|
Event Management
PRB1381633
|
The alert insight spinner is not disappearing and showing the number |
|
|
Event Management
PRB1385055
|
CMDB visualization is not working as expected |
CMDB visualization will not work if there are loops in the graph. |
|
Flow Designer
PRB1357413
KB0758506
|
Flow actions are run multiple times after the 'Ask for Approval' action |
Flow actions, such as integration actions and customized actions with
PowerShell steps, are run multiple times after the 'Ask for Approval'
action. |
- Create a Flow Designer flow and use the 'Ask for Approval' action.
Make sure
at least one valid user is the approver.
- Create a customized action with any Input/Output.
Make sure you add a
PowerShell step in the action.
- Add the customized action into the flow, right after the 'Ask for Approval'
action.
- Publish and test the Flow Designer flow.
- Approve the generated approval.
- Monitor the ecc_queue records.
There will be more than one ECC Queue record created by the PowerShell step.
|
Flow Designer
PRB1374833
|
Users are unable to activate the f(x) button in 'Assign Subflow Outputs' in
subflow actions |
|
- Navigate to .
- Open any editable subflow or create one.
- Ensure that there is an output; if not, add one.
- In the Actions section, add the flow logic 'Assign Subflow Outputs'.
- Add a new item.
- Select any output name from the list.
- In the Data field, click the f(x) button next to the
input field.
Expected behavior: The f(x) button opens a menu of available
functions.
Actual behavior: The f(x) button does nothing.
|
Flow Designer
PRB1380449
|
Flow Designer flow allows duplicated triggers on the same plan ID |
This problem can cause the flow to re-compile repeatedly, and users may
encounter instance memory issues. |
- Create a flow.
- Add the trigger Created/Updated on the incident table.
- Add a log action and log any message.
- Activate the flow and see one new record in sys_flow_trigger_plan.
- Delete the trigger and save the flow.
- Add a new Run Once trigger.
- Activate the flow.
Notice a new duplicate record in sys_flow_trigger_plan.
|
Flow Designer
PRB1380830
|
Dynamic template fields are not enabled for some spokes in Orlando |
|
- Navigate to Flow Designer.
- Select any Create action, such as Create Contact.
- Enter values in all of the fields.
Expected behavior: Dynamic templates should be displayed.
Actual behavior: Dynamic templates are not displayed.
|
Flow Designer
PRB1384261
|
CO templates in subflows are not working as expected |
After choosing a CO template from the input 'Start from a template', the CO
structure does not load on the form. |
|
Flow Designer
PRB1384342
|
The subflow using the For Each action step does not load and is stuck on
'Processing' after upgrading to New York |
After upgrading to New York, the same subflow that used to work does not load
and is stuck on 'Processing'. An error appears in the browser console: 'uncaught at
fetchFlowDetailsFrom ServerSaga TypeError: Cannot read property 'type' of
undefined'. |
|
Flow Designer
PRB1385314
|
When creating an input of type 'Table Name' for a subflow, the label of the
input is changed to 'Table' automatically |
After the label is changed to 'Table' automatically, if users try to rename the
label to something else, all of the subflow inputs are cleared. |
- Create a subflow in Flow Designer.
- Under the Inputs & Outputs section, add an input with the following
details:
- Label: Test
- Name: test (automatically populated according to the label you type)
- Type: Table Name
Immediately when you select 'Table Name' as the type, the label will be
automatically changed to 'Table'. If you try to rename the label from 'Table' to
something else, it will clear all of the subflow inputs.
|
Forms and Fields
PRB1377204
|
GlideForm API and ATF are unable to set the value on a glide_ encrypted text
field where the size is 255 characters or less |
If one user changes an encrypted value while another user is looking at the
form during that update, they will see encrypted text populated into the form. If
they save the record, they will lose the original plain text value for that field.
For users with several encrypted fields on their forms, they are likely to lose data
that are being updated concurrently by other users or script automation. |
- Activate the com.glide.encryption plugin.
- As an admin, set up encryption contexts.
- Add a field named 'u_enc' of type Encrypted Text to the incident table, and
set the max value to 250.
- Open the console and set the frameset to gsft_main.
- Run this script:
g_form.setvalue("u_enc","test250"); .
The field value is cleared to empty text because the displayValue variable is
undefined. The script should apply the value variable, not the displayValue
variable.
|
Forms and Fields
PRB1381024
|
Dependent field choices are not loading in IE11 until the record is
saved |
|
- Create the field 'u_sub_category' in the change_request form.
- Set it to be dependent upon the 'category' field.
- Create choices C and D for the category 'Software'.
- Create choices A and B for the category 'Other'.
- Create a 'Normal' change and open the form.
Notice that the category is
'Other' by default.
- Click the sub category field and see two choices: A and B.
- Change the category to 'Software'.
Notice that choice values in the sub category field still show A and B. However,
ideally, the sub category choice values should be changed to C and D.
|
Forms and Fields
PRB1382766
|
The currency code list values on the Workspace form are not sorted in the
correct order |
The currency codes in the list for FX Currency2 fields in Workspace should be
sorted with the default currency first. |
- In workflow, open any form that has a currency2 field.
- Click the currency2 currency code list.
Observe that the currency2 code list values are not in sorted order. The system
default currency should be the first item in the list.
|
Guided App Creator
PRB1381244
|
The Guided Application Creator sys_store_app record must be marked as
private |
The Guided Application Creator plugin should be marked as private. Currently,
it is marked as private='false' when it should be private='true'. |
- Navigate to the sys_store_app table as a user with elevated privileges.
- Find the Guided Application Creator store application.
- View the record, then right-click in the header of the record and select
Show XML.
Notice that the Private field is marked as 'false' when it
should be 'true'.
|
Human Resources Service Management
PRB1378206
|
HR admin users are unable to create an SLA definition |
The hradmin role used to inherit the ITIL role for a knowledge role, but now it
does not. |
- Log in as a user with the hradmin role.
- Navigate to SLA Definitions.
- Click New.
Notice that none of the fields show up on the page.
|
Human Resources Service Management
PRB1378367
KB0793459
|
The Organization Chart widget times out in Employee Service Center and HR
Portal |
|
Refer to the listed KB article for details.
|
Human Resources Service Management
PRB1379859
|
When doing an HR case transfer, email notifications may be incorrectly
triggered twice after the transfer is initiated |
Transferring a case in New York is sending duplicate group assignment
notifications. This issue is due to the transfer case's
Active field being set to false when it is created, but
then immediately being updated to true. |
|
Human Resources Service Management
PRB1380068
|
The VA topics 'Benefits Overview' and 'New Hire Orientation' should be
read-only |
The VA topics 'Benefits Overview' and 'New Hire Orientation' should be
read-only by default as per VA topic standards. |
- Navigate to .
- Open the 'Benefits Overview' topic.
- Click Edit topic flow.
This allows users to edit the topic, but default topics should be read-only. The
same issue occurs with the 'New Hire Orientation' topic.
|
Human Resources Service Management
PRB1381105
|
Two actions in Agent Assist are not available for HR agents |
HR agents are unable to use the Knowledge results tab to access the attach,
flag, and full view options. HR agents are also unable to use the Copy to
clipboard functionality in response templates on HR Agent
Workspace. |
- Install the HR Core and HR Agent Workspace plugins.
- As admin, open any case with response templates configured.
- Click the Response Template icon on Agent Assist.
Observe that
Copy to Clipboard is available to admin.
- Impersonate the user in the Assigned to field and
navigate to the same HR case.
Observe that Copy to Clipboard is not available to HR
agents.
|
Human Resources Service Management
PRB1381262
|
An organization chart stack overflow error occurs for circular
hierarchies |
The organization chart stack overflow error appears in a circular hierarchy
when managers report to their own report and there is more than one report. |
|
Human Resources Service Management
PRB1382916
|
When the Lifecycle Events basic plugin is activated, but not the Enterprise
plugin, flow activity types will not save |
On instances where only the Lifecycle Events plugin is activated and Enterprise
is not activated, users see an error when creating flow activities. This issue is
observed in Orlando. |
- Activate HR Core and the Lifecycle Events plugin without demo data. Do not
activate Enterprise plugin.
- Create an LE type.
- Switch to Classic View.
- Access the activity set and create an activity.
The Activity form shows the
Flow field for all activity types.
- Set the activity type as 'Flow' and pick any flow.
The insert fails with the following error: 'Match not found, reset to
original'.
|
Human Resources Service Management
PRB1383097
|
The Assignable by field is empty for the new
sn_businessroles.writer and sn_businessroles. reader roles |
In the Business Roles plugin, the Assignable by field
for the new sn_businessroles.writer and sn_businessroles.reader roles should list
the sn_businessroles.admin role. |
|
Human Resources Service Management
PRB1384453
|
Interactions coming from pre-chat options can only be assigned to Employee
Service Center admin |
|
- Install Employee Service Center, HR: Workspace, and HR: AWA (do not install
HR: Virtual Agent).
- Create a chat and select a pre-chat option.
- Impersonate an agent and attempt to accept the chat record.
Expected behavior: The agent is able to accept the chat record.
Actual behavior: The agent cannot be assigned the interaction because it
can only be read by ESC admin.
|
Import / Export
PRB1381021
|
The sys_robust_import _set_ transformer table does not allow certain
operations |
Permissions need to change to allow update, create, and delete operations on
all application scopes. |
|
Incident Management
PRB1382449
KB0811725
|
The Major Incident Management workbench does not work in IE11 |
The View Workbench UI action in the major incident is
not working in IE11. |
- Open an instance using IE11.
- Open any of the major incidents.
- Open the developer tool console.
- Click View Workbench.
Notice that a blank page is shown and a syntax error appears in the console.
|
Instance Data Replication feature
PRB1375755
|
Serialization in IDR multiplies the size of the replication payload |
Before data are sent, the instance serializes a replication entry, then
serializes the replication payload, then serializes the payload envelope. Each of
these steps makes the message bigger, doubling (or more) the message size with every
step. At a certain point, the message becomes too large to handle. |
|
Instance Data Replication feature
PRB1384010
|
IDR metadata topics can get stuck if a producer set is deleted and another
producer set with the same name is created |
|
- Create and activate a replication set on the producer.
- Create a replication set on the consumer and approve from the producer, but do
not activate it.
- Delete the producer set.
- Recreate another producer set with the same name as the deleted set, using the
existing entry_set.
- Request activation from the consumer set.
The producer's metadata topic will be stuck.
|
IntegrationHub
PRB1350269
|
The 'Get Lock State' flow should be an asynchronous call |
From the Reset Password UI, the 'Get Lock State' flow is triggered
synchronously. It should instead be an asynchronous call. |
- Log in to a New York instance.
- Run the Password Reset flow.
Notice that the 'Get Lock State' flow is triggered synchronously, when it should
be an asynchronous call.
|
IntegrationHub
PRB1378192
|
Users are unable to paste more than 10K characters in the SOAP step's
SOAP Envelope field |
|
- Open Flow Designer.
- Create an action with SOAP step.
- Try to paste more than 10k characters in the SOAP
Envelope field.
|
IntegrationHub
PRB1379989
|
ZBoot is displaying false errors when users download the IntegrationHub starter
plugin |
When the IntegrationHub starter plugin is installed during zboot, the zboot
incorrectly displays errors for two files. These sys_choice files have been
whitelisted to avoid the false errors. |
|
IntegrationHub
PRB1384997
|
SCCM usage metering is unable to retrieve data from a complex object |
|
- Install the SCCM Usage Metering spoke.
- Create connections and credentials.
- Create a flow with the 'Get Software Last Used Data' action and provide input
as 'java.exe' or a filename.
- Add the For Each flow logic and drop the result set into For Each.
- Add a log inside the For Each flow logic and drop the pill from For Each.
- Run the flow.
Expected behavior: Users should be able to retrieve the data from the
result set.
Actual behavior: For Each completes with 0 records, even though the JDBC
step gave the output of the result set.
|
Knowledge Management
PRB1377812
|
A facet request error is displayed when running a search in Knowledge
Management |
Running a search in Knowledge Management in Service Portal is not working due
to failed facet requests. |
|
Knowledge Management
PRB1378352
|
Performance issues due to multiple queries running at the same time |
While searching for knowledge articles, multiple slow database queries are
being issued to the article can read/cannot read criteria sys_m2m tables. |
|
Knowledge Management
PRB1378685
|
Rating a knowledge article with a keyboard triggers a rating change for each
arrow key command |
Keyboard users sometimes receive error messages for having submitted too many
KB ratings for the day, because ratings are submitted every time the user presses
the arrow and tab keys. |
|
Knowledge Management
PRB1379279
|
Knowledge articles with knowledge blocks are not translated |
When users try to translate a knowledge article with a knowledge block, an
error occurs saying that the language of the original and translated knowledge
blocks should be same, and that the record was not found. |
- Log in to an Orlando instance.
- Install knowledge blocks with demo data and a language plugin.
- Enable translations and set the property 'glide.knowman.
translation.enable_translation_task' to true.
- Navigate to .
- Set the knowledge base as 'knowledge', and fill in the short description,
article body and then publish.
- In the related link, click Translate to translate to a
non-English language and publish the translated version.
- Navigate to .
- Set the knowledge base as 'knowledge', and fill in the short description, add
the created knowledge block to the article body and then publish the
article.
- In the related link, click Translate.
- Click Create draft article.
Expected behavior: A draft version of the article of the non-English
language should be created.
Actual behavior: The page shows an error message that says the language of
the original and translated knowledge block should be the same. It also gives an
info message saying that the record was not found.
|
Knowledge Management
PRB1380834
|
ITIL users are not able to access IT knowledge bases |
|
|
Language and Translations
PRB1356651/PRB1384003
|
Added translation updates for 22 languages |
See Activate a
language for more information. |
|
MID Server
PRB1379319
|
On Linux, certain users are unable to run the MID Server as service |
Starting with the Orlando release, the MID Server can be installed as service
on Windows and assigned to non-admin users. However, after installing the service on
Linux, the MID Server is still run by root. |
|
Mobile (Classic)
PRB1370121
KB0783135
|
When using Classic mobile app in iOS 13.1.3, users are unable to tap on string
type fields where they freeze and are not editable until after a few clicks |
Users are not able to tap on string type fields after upgrading to iOS 13.1.3.
It works when using the arrows (up/down). This issue does not happen in
Android. |
- Log in to the Classic mobile app.
- Navigate to .
- Click the Short Description field or any string type
field.
Expected behavior: Users should be able to get focus on string fields like
Short Description, and the fields should be editable.
Actual behavior: Nothing happens when clicking in the string type field,
even though other field types are working as expected.
|
Mobile Platform
PRB1370203
KB0792610
|
Users with their timezone set to IST are unable to view the activity stream in
the Agent mobile app |
If users have their timezone set to IST, the activity stream on any applet does
not appear and they receive the error: 'Could not load the document'. |
- Activate the IST timezone choice.
- Set ITIL users' timezone as IST.
- Log in to the mobile app as an ITIL user.
- Navigate to any incident.
- Navigate to the activity stream.
No data is shown and an error message appears: 'Could not load the document'.
|
Mobile Platform
PRB1381619
|
Push notifications are not working for apps on Blackberry |
|
After enabling push notifications, notice that the notifications do not appear
on Now Mobile or Agent for Blackberry. |
Mobile Platform
PRB1382177
|
Scrum team member and product owner persona's landing page distorts
intermittently on iOS and errors out on Android |
|
|
Mobile - Service Catalog
PRB1381803
|
Cabrillo buttons are visible on some widgets in Classic Mobile or custom portal
pages |
|
|
Mobile Studio (non-classic)
PRB1380736
|
Users should be able to request custom branding after failed or successful
submissions from another app type |
When users try to request custom branding after a failed or successful
submission from another app type, the banner reappears with the dynamic client and
app type values missing. Users should be able to request custom branding again
without this issue. |
|
Mobile Studio (non-classic)
PRB1380737
|
The Close button on the success/fail banner does not
work |
When users click Close on the success/fail banner before
it fades out, nothing happens. It should close the banner. |
|
Mobile Studio (non-classic)
PRB1380741
|
The blank cell in the Build column shows a 'Deploy from B2B Store'
tooltip |
The Build column should not have a tooltip. |
|
Mobile Studio (non-classic)
PRB1381287
|
The mandatory asterisk icon of the image upload field does not change color
after uploading the file |
The mandatory asterisk icon should change from red to black once an image is
uploaded. It currently does not. |
|
Mobile Studio (non-classic)
PRB1381675
|
The instance relative URL should be renamed to 'Append Encoded Query' |
|
- Create a mobile app with the Guided Application Creator.
- Create a list with an embedded form or standalone form applet.
- Select a parameterized data item.
- Add an autofill parameter definition.
- Select an input type.
The instance relative URL should be renamed to 'Append Encoded Query'.
|
Mobile Studio (non-classic)
PRB1381707
|
Approved sub-prod instances cannot submit branding requests |
The scoped app should check with the store to confirm whether the sub-prod
instances are authorized to submit branding requests. If the sub-prod instance is
not authorized, then the scoped app should display the following error message:
'This instance is not licensed to submit mobile branding requests.' |
|
Mobile Studio (non-classic)
PRB1382097
|
When opening the Mobile App Branding Setup form on a previous build using
Firefox or Safari, users are prompted to enter their credentials |
|
- Log in to an instance as an admin user using either Safari or Firefox.
- Navigate to Request Branded App.
- Select a build from the build history.
Notice you are prompted to enter your credentials, even though you have already
logged in.
|
Mobile Studio (non-classic)
PRB1383960
|
When updating the item view of an ITSM Mobile applet in Mobile Studio, the
Table field in the corresponding sys_sg_item_view record is
cleared |
|
- Navigate to .
- Check the Incidents Master Item View.
Notice that the item view's Table field is cleared. When
updating the item view of an ITSM mobile applet in Mobile Studio, the
Table field in the corresponding sys_sg_item_view record
should not be cleared.
|
Mobile Studio (non-classic)
PRB1384201
|
The returned API status code values should be converted to integers |
The API status code values are being returned as floated numbers, but need to
be changed to integers. |
|
Mobile Studio (non-classic)
PRB1384237
|
Allow users to set theme colors |
|
|
Outbound Messaging
PRB1381789
KB0793652
|
Attachments drop in the MID Server while using the 'saveResponseBody
AsAttachment()' function |
This issue prevents the attachment from reaching its destination record, and
generates the error 'Unable to save response body as attachment: Attachment is
empty'. |
Refer to the listed KB article for details.
|
Performance Analytics
PRB1346839
|
The date on the Vendor dashboard does not support localization |
The issue also occurs in dashboards for a single score with a monthly
indicator. |
- Enable system localization.
- Navigate to Vendor Manager Workspace.
- Navigate to .
- Select one record and open it (for example, SAP).
Expected behavior: The date should have the 'MSG' tag before it.
Actual behavior: The date does not support localization.
|
Performance Analytics
PRB1367854
|
Incorrect formatters configuration response |
The default decimal precision should be 2, but currently there is no precision
key in the formatter configuration. The error message is not correct when there is
failure in chart generation. There should be no nulls in the message. |
|
Performance Analytics
PRB1377458
|
PA breakdown widgets do not appear in the PA widget list |
PA breakdown widgets and pie/donut visualizations do not appear in the PA
widget list when users try to add one to a landing page. |
|
Performance Analytics
PRB1377661
|
The bar chart renders differently in Safari when the widget size is not
'Auto' |
|
|
Performance Analytics
PRB1378184
|
Analytics Hub shows the Records section at the bottom when it is inspected in
the browser developer tool |
In Analytics Hub, if the Show Records button is not
displayed, the list of records can still be accessed via inspection in the browser
developer tool. |
|
Performance Analytics
PRB1380150
|
When users pass a UUID in a series API, they get a response with no score
values and a 200 response code |
A UUID with an invalid second breakdown element ID gives a series API response
with NaN values. It should return a message with 'Invalid combination' or 'Invalid
UUID'. |
|
Performance Analytics
PRB1380839
|
The Analytics Hub homepage is broken on IE11 |
The page is blank and in the console there is the following error: 'jQuery is
undefined / Unable to get property PA of undefined or null reference'. |
|
Performance Analytics
PRB1382650
|
Mobile does not receive certain properties from V2 API |
Mobile does not receive the show_chart_title, chart_title, or click_behaviors
properties from V2 API. These properties were previously received as expected in
V1. |
|
Performance Analytics
PRB1383945
KB0813118
|
Breakdowns are not followed when switching tabs or when a widget is far down on
the page |
Two scenarios have been identified where breakdowns are not followed:
- Breakdowns are not followed when switching between tabs.
- Breakdowns are not followed for charts that are positioned low on the page and
that users have to scroll down to.
|
Refer to the listed KB article for details.
|
Persistence
PRB1379308
|
Batch statements are no longer logged when they error |
When an SQL error occurs during the execution of a batch statement, it is no
longer properly logged in the statements. Instead, it logs the Java objects that
hold the statements. |
|
Platform Licensing
PRB1378696
|
Change the pop-up message displayed to users when creating a custom
table |
The message should read 'ServiceNow recommends creating custom tables in scoped
applications. To learn more about creating scoped applications, click here.' |
|
Predictive Intelligence
PRB1358025
|
The Predictive Intelligence landing page does not load properly |
|
- On a New York instance, install the plugin 'com.glide.platform_ml'.
- Navigate to the Predictive Intelligence homepage.
Notice that the page does not load as expected and only shows the place holder
text.
|
Predictive Intelligence
PRB1378961
|
The Scheduler plugin needs to be upgraded to 1.2.0 |
This fix applies to on-premise instances only. |
|
Predictive Intelligence
PRB1379523
|
The sys_email table is not updated after the solution training fails or
succeeds |
|
- Log in as an admin user.
- Train a classification and similarity solution.
- Navigate to sys_email.list.
Expected behavior: An email record should exist for the training success
or failure. For example: 'Solution <solution_name> training completed
successfully'.
Actual behavior: No record corresponding to the training success or
failure exists.
|
Predictive Intelligence
PRB1381842
|
Training fails when text and nominal fields are given as input and there are
missing nominal values |
|
- Create a solution definition with a short description and one nominal
column.
- Make sure that cross pollination occurs in this dataset.
- Train the solution.
Expected behavior: Training is successful.
Actual behavior: Training fails.
|
Predictive Intelligence
PRB1381844
|
The number of model stats rows for Classification is incorrect in the trainer
logs |
For some classes in the trainer logs, the number of model stats rows for
Classification does not match with the UI. The number of rows should be the same in
the trainer logs and the UI. |
- Train a classification solution.
- Navigate to the trainer logs.
- Check the model stats and compare them with the UI.
Expected behavior: The number of rows should match for all the
classes.
Actual behavior: For some classes, the number of rows does not match.
|
Predictive Intelligence
PRB1381970
|
Auto-training does not work for existing CSM users after upgrading to
Orlando |
When Predictive Intelligence is installed, the auto-training scripts will be
loaded because they are dependent on the main CSM plugins rather than their new ML
plugins. Unless users install com.snc.csm_ml with Predictive Intelligence, which is
optional, auto-training will not work. |
|
Project Portfolio Management
PRB1383067
|
The 3D view in the CIO roadmap does not show any data |
|
- Install the PPM Standard plugin with demo data.
- Navigate to the CIO Roadmap module.
Expected behavior: The 3D view should display the database on the lane
filter used in the configuration.
Actual behavior: The 3D view in the CIO roadmap doesn't show any data.
|
Project Portfolio Management
PRB1384673
|
The Planning Console is loading with an error for non-project users |
When a non-project user opens the Planning Console, it loads with a red error
at the top of the page. |
|
Security Incident Response
PRB1380666
|
Authentication validation for the Splunk Enterprise integration configuration
tile is not working properly |
No error message is displayed when Splunk API credentials were submitted,
despite connectivity issues with MID server. The message is supposed to say
'Response from server was not received within maximum execution time. Please check
connectivity and resubmit authentication information'. |
- Create a Splunk integration configuration with a valid MID Server and submit.
- Mimic a socket timeout exception in the MID Server ECC record.
An error message will not be displayed on the configuration page and saves
successfully.
|
Service Catalog
PRB1378421
|
Multiple choice variables are not functioning as expected |
The issue occurs when there are two multiple choice variables without 'None'
options, and a script that clears the value of the second variable upon change of
the first variable. In the UI, the second variable is cleared when this change is
made. Internally, however, the onChange script is not triggered and the value of the
second variable is held. |
|
Service Catalog
PRB1382497
|
In Orlando, when clicking the 'User Interface' link from the admin homepage in
the platform UI, a blank page with only the title is displayed |
In Orlando, when admin users click the 'User Interface' link on the admin
homepage, a blank page with only the title is displayed. It does not show the
Related Categories links. This issue is reproducible only in Orlando and it is
working as expected in New York. |
|
Service Mapping
PRB1378850
|
The length of the Last Rejected Values field in the
sm_ci_field_data table should be 4000 |
The length of the Last Rejected Values field in
sm_ci_field_data table was not updated, and is still 40. The tooltips should also be
updated. |
- Open the sm_ci_field_data table.
- Switch to table configuration.
- Check the length of the last_rejected_values field.
Before the upgrade, the length was 40. After the upgrade, it should be 4000.
|
Service Mapping
PRB1379372
|
The Technical Service filter should show both the table name and the table
label |
In Technical Service under Service Mapping, the table labels appear without the
table name. |
- Navigate to Technical Service under Service Mapping.
- Click the New button.
You can see the list of table labels for the table field.
|
Service Mapping
PRB1379441
|
A tag-based service message appears on dynamic services |
The message 'Wait until the system populates this new tag-based service or
click Recalculate Service on the service form' appears on dynamic services. |
- Navigate to cmdb_ci_service.
- Create a dynamic service.
- Convert it to an application service.
- Open the map.
Expected behavior: Users should not see the tag-based service message.
Actual behavior: The tag-based service message appears.
|
Service Mapping
PRB1379442
|
Users experience a tag-based service case sensitive issue with the tag key in
the tag category |
When users add a tag key to the tag category, there is a case sensitive
validation. For example, users cannot add both 'APP' and 'app' to the tag
category. This is due to missing service candidates. The issue also addresses the
case sensitivity of the value. Two CIs with the same tag and values spelled the
same but with different capitalization (for example, "Env":"Prod" / "Env":"prod")
will be mapped into the same candidate and service.
For more information, refer to Map application services
using tags.
|
|
Service Owner Workspace
PRB1375612
|
Changes are not applied when the time period is changed on the trend chart and
report viewer |
|
- Navigate to .
- Click Availability metric.
- On the report viewer, change the time period from 'Last 7 days' to 'This year
by month'.
The time period changes should be reflected in the timeline, but
they do not appear.
|
Service Owner Workspace
PRB1380416
|
Agent Assist is shown by default when a change request is opened from the
contextual sidebar |
Declarative Action for Agent Assist defaults to all workspaces when the
Workspace field is left empty. |
- Navigate to Service Owner Workspace and open a service record.
- From the contextual side bar, switch to Change Request.
- Open any change request in the Recent tab.
Expected behavior: The default view for the contextual side bar should be
'Attachments' when the record is opened from the contextual sidebar.
Actual behavior: Agent Assist is shown in the contextual side bar when the
record is opened and Declarative Action for Agent Assist defaults to all
workspaces when the Workspace field is blank.
|
Service Portal
PRB1376360
|
The catalog UI policy with date selection/condition to run scripts is not
working in Service Portal |
Using the 'when to apply' criteria for a catalog UI policy that uses a 'date'
variable and a script does not properly evaluate in Service Portal when the time
settings are not 'yyyy-MM-dd' and 'HH:mm:ss'. |
|
Service Portal
PRB1377749
|
Service Portal route maps are not being cached |
Service Portal route maps are not currently being cached, meaning that for
every request using route maps, a database query is triggered. This causes
performance issues. |
- Set a route map in Service Portal.
- Visit that URL multiple times.
In the SQL Inspector, you will notice database queries to the route map table
being performed.
|
Service Portal
PRB1378693
|
The buttons for people listed in the Team section of the user profile page have
unclear labels and are not part of the tab order |
In the Team section on the user profile page in Service Portal, there is a list
of people (managers, coworkers, or reports). This list is a set of buttons, but the
button labels are only the initials of the referenced person and are not part of the
tab order. Because the labels are initials rather than names, it is unclear who the
button is referencing. |
|
Service Portal
PRB1379953
|
Fix issues with typeahead click results exceptions |
|
|
Service Portal
PRB1381787
|
Query Builder is getting truncated when exporting from portal widgets |
In the data table widget filter, text after special symbols like '&' or '#'
is getting ignored in the query condition. This issue results in incorrect export
data or failed exports. |
- Create a filter from portal pages against any table, with the filter
containing special characters like '&' or '#'.
- Export the table.
The export data will be incorrect. The query build in the node logs shows it is
getting truncated just before the characters '&' or '#'.
|
Service Portal
PRB1382041
|
An error message is displayed in Service Portal after executing
g_form.setSectionDisplay |
|
|
Service Portal
PRB1382085
|
The 'Open in platform' link is no longer available when editing widget instance
options |
If users add a widget to a page within the page designer, then click the edit
icon to update the options, there is no context menu available on the window that
appears. |
- Within the page designer, add a simple list widget to a page.
- Select the newly added widget.
- Click the edit icon to update the options.
There is no context menu available in the upper left corner of the window that
appears. As a result, users are unable to select the 'Open in platform' option to
see the widget instance record.
|
Software Asset Management Professional
PRB1377575
|
Allocation to clusters that do not have enough rights to license does not
generate 'Rights needed by' |
'Rights needed by' results are only generated in an unallocated pass, but
RunUnallocatedPass does not handle the cluster correctly. The cache lookup fails
because the key used is the physical device sys id, not the cluster sys id. |
|
Software Asset Management Professional
PRB1377590
|
An OAuth record is created even when creating an integration profile
fails |
OAuth records are being created even though the integration profile creation is
not successful due to an error in the Analyze user activity
from field. |
- Navigate to .
- Enter values for Display name, Client
id, Client secret, and Analyze
user activity date past 60 days.
Notice that the form shows an
error message 'User activity can only be analyzed within 60 days of
today'.
- Navigate to .
- Search for a record name that contains the integration profile name.
Expected behavior: If the integration profile creation is unsuccessful, no
records are created.
Actual behavior: OAuth records are created even though the integration
profile creation is unsuccessful.
|
Software Asset Management Professional
PRB1378615
|
CDS data changes from the lifecycle definition table are not propagated to the
software model lifecycle |
Content Data Service (CDS) data changes from the lifecycle definition table are
not being applied to the software model lifecycle and the Content
Active flag is set to NA by default. |
|
Software Asset Management Professional
PRB1378695
KB0794266
|
Salesforce integration does not save the last activity properly when the
username and email are different |
Salesforce integration does not save the last activity on the software
subscriptions, leaving the field value blank instead of populating the field with
the user's last login date. |
Refer to the listed KB article for details.
|
Software Asset Management Professional
PRB1380993
|
Inserting a software entitlement record fails for the license type 'Software
Assurance' with the error 'Purchase rights not empty' |
Users cannot save the alm_license record for a Microsoft model with the license
type 'Software Assurance'. When users manually insert a software entitlement for
specific PPNs, the purchased_rights field becomes read-only and therefore empty, and
the form will not be saved with the error 'Purchased rights cannot be
empty'. |
|
Software Asset Management Professional
PRB1381108
|
Reconciliation fails in the Suite Engine if suites had been inferred for
non-licensable installs |
Users will experience reconciliation failure after the instance is upgraded
from Madrid (or older) to New York (or later) when they have suite components
configured for non-licensable products. Failure occurs when the Suite Engine
consumes software installs whose inferred suite is populated but the inferred suite
level is set to 0. |
|
Software Asset Management Professional
PRB1382084
KB0814859
|
The job 'SAM - Import User Subscriptions' fails on the instance |
|
Refer to the listed KB article for details.
|
Software Asset Management Professional
PRB1385919
|
Access needs to be granted to the sn_webex_meetings _spoke_accounts table for
users with the sam_integrator role |
By granting access to the sn_webex_ meetings_spoke_accounts table for users
with the sam_integrator role, those users are able to manage the email address
associated with their SAM Webex integration. |
|
Source Control Integration
PRB1385847
|
Source Control operations via the MID Server give an exception in a Windows
server |
The same error is given when SSH protocol is used with the MID Server
configuration. |
- Set up a Windows server or Windows VM to run the MID Server.
- On an Orlando instance, follow MID Server setup instructions.
- Launch Studio from the filter navigator.
- Create an application in Studio.
- Select Link to Source Control from the Source Control
menu.
- Select https and enter the URL for the git repo.
- Check the MID Server check box and the MID Server name
from the list.
- Select Credential and click Link to Source
Control.
Expected behavior: Clicking Link to Source Control
should be successful.
Actual behavior: The user receives the error 'The repo cannot be accessed.
Check URL, username, and password, and confirm that the user has read, write, and
create branch access'.
|
Store IRM Vendor Risk Management
PRB1375493
|
Changes needed to make Vendor Core plugin work with the new version of
VRM |
Make changes to the Vendor Core plugin to allow the scoped app to delete vendor
contacts. When the new vendor portal is active, the links to the old portal should
be redirected to the new vendor portal. |
|
Tables and Dictionary
PRB1383590
KB0812487
|
New reparenting will leave orphaned records if the sys_class_name is
'null' |
This issue may leave orphaned records in the sys_metadata table, impacting
certain property settings. For the issue to occur, two conditions need to be
present:
- A reparenting operation occurs on a table hierarchy to remove a table from the
hierarchy to be a new base table.
- There are records in the current base table which have 'null' as the value in
their sys_class_name field.
|
Refer to the listed KB article for details.
|
UI Builder
PRB1377107
|
The Report/ Performance Analytics widget list does not show all the available
reports and widgets in the configuration panel |
The panel also does not show the placeholder text 'Search for a [input label]'
above the reference input box. For example, 'Search for a Report' for items in the
reports table for PAR visualization. In the reference input box, there should be a
message that says 'Type to search...', but it only shows 'None(default)'. |
- Open a landing page in UI Builder.
- Add a visualization component to the landing page.
- Click the Report/Performance Analytics widget list in the configuration
panel.
The list should show all available widgets and reports and should filter them
when the user begins typing. When the user removes the text, it should again show
the full list of reports and widgets.
|
UI Builder
PRB1377550
KB0793449
|
Deleting a custom component that was placed in a landing page breaks the
page |
When a custom component is deleted, if it was used in a landing page, the page
will no longer load. This issue produces the error 'Uncaught TypeError: Cannot read
property "current" of null'. |
- Build and deploy a custom component.
- Use that component inside a landing page.
- Verify the page works with the new component.
- Delete the component with the whole scope from sys_app.
- Open the same landing page that had the component in it.
Notice the page no longer loads. The JavaScript console produces the error
'Cannot read property 'current' of null'.
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UI Builder
PRB1377756
|
The default scope of an application should be the same as the current workspace
scope |
For example, if the user selected a workspace that was in the ITSM Application
app scope, like 'My ITSM Workspace', then the default scope should be ITSM
Application. |
- Build and deploy a custom component.
- Use that component on a landing page.
- Verify it works properly.
- Delete the component (the whole scope from sys_app).
- Open the landing page that had the component on it.
Expected behavior: The landing page loads.
Actual behavior: The page does not load.
|
UI Builder
PRB1378848
|
New landing pages will not open in UI Builder |
After creating a landing page, clicking Open in UI
Builder fails to load the new page and results in an error
message. |
- Log in as a user with ITIL, UI_Builder and Workspace_admin roles.
- Install the Performance Analytics premium and HR Workspace plugins.
- Navigate to the landing pages.
- Click New.
- Complete the page with the new page title
- Set applicability = 'Specific Page' and applicable page registry = 'HR
Workspace'.
- Save the page.
- Click Open in UI Builder.
Expected behavior: The new page opens in UI Builder to add visualization
components.
Actual behavior: The page fails to open showing error message 'Cannot find
page 9b059d51db750010928b178b689619fb. Click here to navigate to workspace
6c8d4c7f5364330094fbddeeff7b125f'.
|
UI Builder
PRB1378861
|
Users with the ui_builder _admin role are not able to edit landing page
contents |
The landing page opens in the UI Builder, but ui_builder_admin users are not
able to add or edit contents to the page. |
|
UI Builder
PRB1380295
|
In the visualization component, deleting the Report or PA Widget removes the
list from the configuration panel in UI Builder |
|
|
UI Builder
PRB1383148
|
The Open in UI Builder button appears regardless of the
application scope |
Despite a difference in the application scope, the Open in UI
Builder button is present in the page header. Users usually need to be
in the correct application scope in order to open pages in the UI Builder. |
- Navigate to UX Custom Content Extensions.
- Open any landing page that has a different application scope from your current
application scope.
Expected behavior: A warning message appears and there is no UI action
button for opening the page in the UI Builder.
Actual behavior: Despite the difference in the application scope, the
Open in UI Builder button appears in the page header.
Clicking the button will open the UI Builder.
|
UI Builder
PRB1384885
|
Custom pages in HR Workspace show a page not found error |
After upgrading to Orlando, an error appears when trying to open a custom
landing page in the UI Builder. |
- Log in to a New York instance.
- Download HR Workspace.
- Create a landing page by navigating to sys_ux_custom_content_root_elem.
- Upgrade the instance to Orlando.
- Navigate to the list of landing pages and open the custom landing page created
in Step 3.
- Click Enable for UI Builder.
- Click Open in UI Builder.
Expected behavior: The user should see the empty page loaded in UI
Builder.
Actual behavior: The user receives a page not found error.
|
Update Sets
PRB1374039
|
Committing an update set that does not alter the type of field can cause the
field's DB type to change |
Some queries for non_guid values in reference/document_id fields fail when the
field is converted from data_type char(32) to varchar(32). This is due to padding
spaces inserted for the char data_type. |
|
Upgrade Engine Issues
PRB1374595
|
The upgrade monitor shows a 'Pending' screen when performing the table rotation
after the upgrade |
After upgrading from New York to Orlando, the upgrade monitor page changes to a
'Pending' page during the completion phase. It should instead switch to the summary
page. |
|
Upgrade Engine Issues
PRB1377921
|
The bundle upgrade fails to upgrade all scoped apps |
Not all expected changes are being applied during the Cloud Insights upgrade in
Orlando. Compared to the upgrade history for individual app upgrades in New York,
the total number of changes applied in Orlando is only 1, as opposed to 13 on a New
York instance. |
|
Upgrade Engine Issues
PRB1378886
|
Auto-resolving app dependencies are not installing the latest version |
This issue occurs if the user installs an app that is dependent on the latest
version of another app. If the latest version of the app is not available, the
installation fails with an error. For example, App A depends on App B version 2.0.0,
and App B version 1.0.0 is currently installed on the instance. When the user
activates App A, App B must be upgraded to version 2.0.0 to satisfy the
dependency. |
|
Upgrade Engine Issues
PRB1385904
KB0813897
|
Cannot use the 'Revert to Base System' option for skipped records after
upgrading to New York |
|
Refer to the listed KB article for details.
|
Usage Analytics
PRB1371231
|
Some usage definitions are failing to generate report records |
The usage definitions are failing to generate the correct count and failing to
report data back to the central instance. |
|
UX Framework
PRB1377653
|
In script includes, when extendsObject is used, it is not showing the link to
show reference for the script name |
|
|
VA-Conversation Server
PRB1381055
|
The transcript is incorrectly labeling Virtual Agent |
The transcript is incorrectly labeling the Virtual Agent as 'guest'. |
- Start the VA client.
- Initiate the Provide Feedback topic.
- Inspect the interaction for the transcript.
It will incorrectly label the Virtual Agent as 'guest'.
|
VA-Conversation Server
PRB1381933
|
General performance improvements for the Virtual Agent server |
|
|
VA-Conversation Server
PRB1383541
|
Chatbot installation does not work if the data policy prevents the creation of
a virtual.agent user |
In Orlando, chatbot installation does not work if the data policy on the
sys_user table prevents virtual.agent user creation. No errors are logged when VA is
started with the virtual.agent user missing. |
- Log in to an Orlando instance.
- Add a data policy to the sys_user table, which makes manager and location
mandatory.
- Install the chatbot plugin.
- Run the VA client.
A blank screen loads due to the virtual.agent user not being added and the
manager and location fields are blank.
|
VA-Designer
PRB1381578
|
Using the Virtual_Agent _Admin role does not allow users to edit topics |
When users with the Virtual_Agent_Admin role try to edit a topic in Virtual
Agent, they receive the error message: 'Prebuilt topics are read-only. To customize
for your own use, please first duplicate it.' |
- Install Virtual Agent.
- Create or update a user with the Virtual_Agent_Admin role.
- Impersonate that user.
- Create a topic in VA.
Expected behavior: The user can edit the topic.
Actual behavior: The user is unable to edit the topic and receives an
error.
|
VA-Designer
PRB1381722
|
Users can add a topic block to other topic blocks when using the table
view |
|
- Create a topic block.
- Switch to the table view.
- Add a new node and select a topic block.
Expected behavior: The topic block is not visible, which is the same as
the canvas view.
Actual behavior: Users can add the topic block from this view.
|
Virtual Agent for ITSM
PRB1379346
|
The Topic Blocks plugin help link is not working |
The ITSM VA Topic Blocks plugin help link redirects users to an error page
instead of the documentation site. |
- Log in to an instance.
- Navigate to plugins.
- Click the Service Management Virtual Agent Topic Blocks plugin help link.
The help link is redirecting to an 'Oops, that link didn't work.' page instead of
the Virtual Agent documentation.
|
Virtual Agent Platform
PRB1371355
KB0793230
|
The embedded Virtual Agent web client page does not work in Internet Explorer
11 |
The Virtual Agent communication page embedded URL sn_va_web_ client_ app_embed.do
does not load properly in IE 11 and displays a blank page.
For more information, refer to Virtual Agent release notes.
|
- Activate the Glide Virtual Agent plugin.
- Open the instance from IE and another browser, such as Chrome.
- Test the embedded URL /sn_va_web_client_app_embed.do for Virtual Agent in
Chrome.
- Test the same URL in IE.
Notice the message 'Please type your request' appears on the top of the agent
communication page, hiding all the conversation history.
|
Virtual Agent Platform
PRB1373282
|
Additional task method calls are adding latency to simple conversation
operations |
After upgrading from New York, there is 1 more operation in Orlando which
incurs multiple task/topic initializations and conversation persist calls. |
|
Virtual Agent Platform
PRB1378881
|
Virtual Agent chat is not translating properly |
|
- Log in to an instance as an admin user.
- Open Agent Workspace and set the availability status to Available.
- Open the instance in a different browser.
- Change the language to German using the language widget in the lower right
corner of the page.
- Click the chat menu link in the top menu.
- Complete the pre-chat information and click
Submit.
- As the admin user, accept the chat.
- Click End Chat and confirm by clicking
OK.
- Switch to the web client.
Notice that the survey has not been translated.
|
Virtual Agent Platform
PRB1381877
|
The MessageSender. getVaInfo() method is not utilizing the cached VA
user |
After starting a conversation and executing topic discovery,
MessageSender.getVaInfo() will demonstrate latency as it does not utilize the cached
VA user. |
|
Virtual Agent Platform
PRB1385303
|
Inconsistency with card templates |
Users are experiencing inconsistencies while implementing card templates. When
card templates are invoked from flows defined in the Global scope, the card is
rendered. However, the same card template used from the application scope results in
an error. |
- Create a flow from any application scope.
- Add a script output node.
- Write a script to render the template using
vaSystem.renderCard(<<template name>>, <<JSON
Data>>).
Any predefined template can be used from the
sys_cs_adapter_card_template table.
- Preview the flow.
Observe the logs when the script node is evaluated, which results in an
error.
|
Virtual Agent Platform
PRB1386954
|
The job that closes idle chats is causing errors after upgrading to Orlando if
the chat conversations are created before the upgrade |
After the upgrade, the timer job attempting to close idle conversations will
error out if the conversations are old and have the ConnectChatSession.creationTime
field in the context due to a reflection error. |
|
Visualizations
PRB1365086
|
'Group by' is not applied for the list visualization |
|
- Install the 'com.snc.pa.analytics_center' plugin.
- Open the Analytics Center tab in /workspace.
- Ask 'all incidents grouped by number as list'.
Expected behavior: The list should be grouped by the number field.
Actual behavior: The list is not grouped.
|
Walk-Up Experience
PRB1378926
|
When the Away check box is enabled, the webpage shows
the 'Away' message but the mobile shows the 'Closed' message |
The walk-up location on mobile should display the 'Away' message in the notes,
instead of the 'Closed' message. It should show the 'Away' message when the away
flag is set to true, but the location is open in the schedule. If a walk-up location
is both closed and away, it should display the 'Closed' message. |
- Enable the Now Mobile app.
- Enable the Walk-up Experience application.
- Activate a location and ensure the schedule is set so location is open.
- Set the Away check box on the walk-up location record
to true.
On the mobile device, observe that the 'Closed' message displays instead of the
'Away' message.
|