Agent Chat
PRB1389189
|
The awa_manager role is unable to see the attached pictures in the monitoring
mode |
The attachments are displayed as file names instead of images. |
- Establish a chat between a customer and an agent.
- Attach pictures by either the customer or the agent in either the public or
private channel.
- Log in from another browser instance as an agent with the awa_manager
role.
- In Agent Workspace, select 'Lists' from L1.
- Select 'Active Chat Interactions' from the conversation monitor section.
- Open the chat.
Expected behavior: All of the attached pictures should show up as they are
on the agent or customer chat screens.
Actual behavior: The picture attachments of JPG or PNG are showing up as
file names.
|
Agent Workspace
PRB1387718
|
Performance issues with Agent Workspace tabs |
|
|
Agent Workspace
PRB1387965
|
The highlighted list model feature causes a second COUNT(*) query for lists in
Agent Workspace |
In Orlando, a new feature was added to lists that shows a highlighted count of
matching records to each list. To get this result, the database runs a COUNT(*)
query, but the UI already runs a COUNT(*) query for every list. This new feature
adds an unnecessary query to the database for data that is already being collected.
For large datasets, the extra COUNT(*) query can impact database
performance. |
|
Agent Workspace
PRB1390848
|
When a case that is already offered to an agent gets manually assigned and then
unassigned, AWA does not re-offer the case to any other agent again |
|
- Log in to any New York instance with AWA for CSM set up.
- Create a case by navigating to sn_customerservice _case.do.
- Assign this case to an agent.
In this case, the case is manually assigned.
If you navigate to awa_work_item.list and filter based on the document ID, you
will notice that the work item is cancelled. This is the correct
behavior.
- Unassign the case from the agent, and leave it in the queue to be picked up by
AWA.
Notice that even though it is not assigned to anyone, the work item is not
re-offered to any agent.
|
App Client UI
PRB1377298
|
Upgrade issue with snapshot apps |
|
|
Application Navigator & Banner Frame
PRB1359439
|
Several entries in the main navigator have invalid aria-controls values |
Aria-controls values should not start with a '#' character. This applies to
several sections including Change, SLAs, Calls, CMDB Dashboard, Client Service, and
Application Services. |
|
Assessments
PRB1390450
|
Vendor Risk Assessment does not generate category results for unscored
metrics |
Inherent risk ratings and tiering scores are not being calculated as expected
in Vendor Risk Management. |
- Create a vendor risk assessment with 1 category and 1 metric with a Likert
Scale datatype.
- Uncheck the Scored check box on that metric.
- Assign this assessment to any user and impersonate that user to submit the
assessment.
- Fill in any non-zero value for that metric.
Notice that the metric result will be generated for the metric with the correct
normalization value, but the category result will not.
|
Change Management
PRB1383739
|
Starting a CAB meeting from a cab_meeting record should not set the first
agenda item to 'Approved' automatically |
|
- Create a CAB meeting and add agenda items to the CAB meeting.
- Set the CAB meeting state to 'In Progress' and save it.
Expected behavior: The first agenda item state is changed to 'In Progress'
and the decision remains empty.
Actual behavior: The first agenda item state is changed to 'In Progress'
and the decision is changed to 'Approved'.
|
Cloud Management Application
PRB1381541
|
Custom resource pool filters are not included in the update set |
Custom resource pool filters do not carry over when a blueprint is exported and
then imported into another instance. |
- Create a blueprint.
- Add a custom resource pool filter for ApplicationPool.
- Export the blueprint and import it to another instance.
Observe the custom resource pool filter is not created on the target
instance.
|
Cloud Management Application
PRB1381929
|
Add unique index on the name for CAPI service category table (sn_capi_service_
category), and add new categories 'Blockchain' and 'Containers' |
|
|
Cloud Management Application
PRB1383708
|
Some Ansible Tower APIs are not backwards compatible |
Backwards compatibility with earlier v1 API endpoints is broken in newer
Ansible Tower versions. This issue results in Cloud Management's Ansible connector
failing to authenticate with API calls. |
|
Cloud Management Application
PRB1383745
|
The UUID is not populated for VMs (VMware) while doing pointed
discovery |
The UUID for the VM is not being updated in the cmdb_ci_vm_instance
table. |
- Create a catalog for VMware or order it from the template.
- Provision the catalog.
It will perform pointed discovery after the
provision.
- Navigate to the cmdb_ci_vm_instance table.
- Check the UUID for the VM.
The table should populate the UUID as well.
|
Condition Builder
PRB1380778
KB0793922
|
Condition Builder does not automatically create TinyURLs for GET requests that
are too long, causing a '400 Bad Request' error |
When saving filter conditions, users should be able to see and save the filters
in that particular record. Instead, users receive the '400 Bad Request' error and
cannot see the filter breadcrumbs. |
- Install the Event Management plugin.
- Navigate to .
- Create a rule by clicking the New button.
- Fill in the required details under the Alert Info tab
and click Alert Filter.
- Use the condition builder to create a query with >50 and/or condition
statements.
- Click the Preview button.
No message is displayed next to the Preview button with
the expected number of records matching the query. The browser console shows a
'400 (Bad Request)' error.
|
Configuration Management Database (CMDB)
PRB1381039
|
The IRE should merge payload items with different native keys from the same
source and with matching criterion attributes |
The IRE should merge payload items that have records with the same identifiers,
like their name, but different source_native_keys. |
|
Configuration Management Database (CMDB)
PRB1382751
|
IRE partial payload warnings are not getting logged |
|
- Import the data without importing criteria attribute or with missing
dependency.
- Navigate to the import set row and see the comment field.
Notice that you can see the IRE summary but the partial payload warning is
missing.
|
Configuration Management Database (CMDB)
PRB1385064
|
When invoking the IRE in batch from the RTE, the IRE's response count
incorrectly shows more records inserted |
|
- Set up an RTE mapping that inserts a network card that relies on a
computer.
- Set up an RTE mapping that inserts computer.
- Execute the import with a batch size of 10.
Notice that both the network row and the computer row report an inserted
computer. If you change the batch size to 1, you will see that the first record
creates a partial payload and the second record inserts the computer and resolves
the partial payload.
|
Configuration Management Database (CMDB)
PRB1387578
|
IRE should validate that the root of the class given in the payload is cmdb_ci,
not cmdb |
In Orlando, IRE checks if the class name given in the IRE payload has the root
equal to cmdb. It should be changed to check against cmdb_ci. If cmdb_ci is not
extended from cmdb due to a reparenting issue, IRE validation would fail for any
class extended from cmdb_ci class. |
|
Configuration Management Database (CMDB)
PRB1387958
|
The IRE should save a reference to related items under partial main items in a
partial payload |
The IRE does not save the reference information when related items under a
partial main item have references to other main items. |
|
Customer Service Management
PRB1389511
|
The typeahead search is broken on both CSM and CSP home pages |
The search bar is not showing up on both CSM and CSP home pages. |
|
Dashboards and Home Pages
PRB1370691
|
Interactive Analysis is slow |
|
- In an instance, list a table that has a few thousand records.
- Right-click the column header
- Click Launch Interactive Analysis.
Notice the seconds of the processing time out of the transactions' total
time.
|
Discovery
PRB1375171
KB0786261
|
The 'Azure DataBase' pattern fails with 'MULTIPLE_DEPENDENCIES
"Contains::Contained by"' in the identification engine |
When running a cloud resource discovery against an Azure region that has
databases provisioned on it, users receive an error. |
Run a Cloud Resource discovery against an Azure region that has databases
provisioned on it.
|
Discovery
PRB1387609
|
The Parse File operation on Windows causes a PowerShell connection leak |
Using a Parse File operation with a file path that starts with '\\' may cause a
PowerShell connection leak, which will result in subsequent pattern runs timing
out. |
|
Discovery
PRB1388265
|
Linux storage devices are not being discovered |
On the second step of the pattern titled 'Remove new lines from storage
output', the eval calls a JavaScript function called String.replaceAll() which is
not being properly included. There is a MID script include called 'String' where the
function replaceAll() can be found. Starting in Orlando, the function is not being
called, and the Linux storage pattern library is not correctly populating storage
devices. |
|
Discovery
PRB1389413
|
Legacy Windows Discovery WMI Classify fails with the error 'The argument is
null or empty' |
Starting in Orlando, if the update set for reverting to legacy windows
discovery has been applied, WMI: Classify will fail with the following error
message: 'The argument is null or empty. Provide an argument that is not null or
empty, and then try the command again.HRESULT: [-2146233087]'. |
|
Discovery
PRB1390689
|
Updates for Store apps that require visibility license for activation |
|
|
Email
PRB1380327
|
Mandatory notifications are sent to inactive non-primary devices |
If a notification is set to mandatory, notification messages are sent to
inactive notification devices as well. |
- Log in to the instance.
- Create a secondary notification device for any user and set that device to
inactive.
- Trigger the notification for that user and ensure the notification is set to
mandatory.
- Navigate to the corresponding sys_email record.
The recipients will include the inactive device.
|
Encryption/Cryptography
PRB1382528
|
Missing cloning exclusion and preservers for Edge Encryption |
Users are not able to add Edge Encryption tables in data preservers. |
|
Encryption/Cryptography
PRB1387084
|
Change plugin information description |
Plugin information description needs to be changed to include 'Do not manually
activate'. |
|
Encryption/Cryptography
PRB1389090
|
KMF is failing to unwrap private keys on the new Key Secure |
Users who are currently on Orlando, and are using an active Instance Data
Replication (IDR) plugin and have the Key Secure feature applied may experience a
generic error when trying to move data from Instance A to Instance B. |
|
Encryption/Cryptography
PRB1393041
|
KmfLoadPropertiesIntoMemory Workflow fails with the Java exception 'Unsupported
caller scope: global' |
|
|
Event Management
PRB1388584
|
Applications should not call for updates while they are not visible |
Calls begin without users prompting them, which is slowing performance. This
issue was observed in Orlando. |
|
Filters
PRB1379692
KB0794210
|
Fiscal period filters in Lists or Reports are not working since the New York
upgrade |
Business calendar (fiscal period) filters (ex. Last Fiscal Month) in Lists or
Reports are not working in New York if the system date format is set as 'dd/MM/yyyy'
(non-default format). |
- On a New York instance, log in as the admin.
- Set the property 'glide.sys.date_format' to 'dd/MM/yyyy'.
- Ensure that the 'calendars_for_package' table has entries to map the Fiscal
Month business calendar with the 'Incident' package.
- Validate that the configurations in business calendar entries and business
calendar filter options for Fiscal Month business calendar are correct.
- Open incident.list.
- Apply the filter condition 'Created [On] Last 3 Fiscal Months' and check the
count.
- Apply a filter condition for the same date range using the between condition
instead of using the Fiscal Month condition.
Notice that the counts are incorrect. Setting the property
'glide.sys.date_format' back to the default format of 'yyyy-MM-dd' gives the
correct counts.
|
Flow Designer
PRB1386065
|
Users cannot edit flows based on the task_sla table |
This issue was observed after upgrading to Orlando. |
- Log in to an Orlando instance.
- Open any flow that runs on the task_sla table.
- Click the trigger condition to expand.
The page will be stuck. This works properly in previous releases.
|
Flow Designer
PRB1386271
|
FD approvals intermittently have multi-threading errors due to static
GlideRecord references being shared between threads |
The Ask for approval action errors out intermittently
while inserting a record into a sys_journal_field. |
|
Guided App Creator
PRB1381874
|
Upgrade sn-translate node module |
|
|
Guided Tours
PRB1379473
|
The guided tours API throws an error |
The guided tours API is throwing the error 'org.mozilla.javascript. EcmaError:
Cannot read property "length" from undefined. Caused by error in sys_script_include.
4f359da087733200b38 c0f4c59cb0b78.script at line'. This issue is related to the
guided tour autolauncher API. |
- Log in to a London or Madrid instance.
- Navigate to the REST API explorer.
- Set the fields as follows:
- API Name: Guided tours
- Autolaunch: Get Tours for a page (GET)
- Query parameter
- page | home
- Run.
- Confirm that the API runs correctly with a 200 response.
- Repeat the same steps in a New York instance.
- Confirm that you get a 500 error response with an error.
|
HTML Editor
PRB1394390
KB0819928
|
When adding an HTML editor (TinyMCE) to a form, an error appears in the
console |
When adding an HTML editor (TinyMCE) to a form, the console displays an error.
This causes an issue for forms where list elements are not working properly after
adding the HTML editor fields. |
Refer to the listed KB article for details.
|
Human Resources Service Management
PRB1385228
|
Issue with the sn_hr_sp.hrsp _employee role |
When Employee Service Center, Lifecycle Events Enterprise, and Business Roles
are installed, if users are assigned the sn_hr_sp.hrsp_employee role, they inherit
the incorrect role. |
|
Human Resources Service Management
PRB1385890
|
When HTML or JavaScript code is entered into a multi-line text field in the HR
service portal, it is not escaped |
In the HR service portal, if a user enters code (JavaScript or HTML) into a
multi-line text field, the code is executed after submitting the record when the
newly created item is viewed. |
|
Human Resources Service Management
PRB1386963
KB0818244
|
The COE Configuration page is not working after upgrading to Orlando |
When users try to access the COE Configuration page after upgrading to Orlando,
it throws an error with a blank page. |
Refer to the listed KB article for details.
|
Instance Data Replication feature
PRB1382548
|
The length of the Table field in the
data_replication_queue table is causing the replication to fail from the producer to
consumer instance |
The length of the Table field in the
data_replication_queue table is causing the replication to fail from the producer to
consumer instance because the production table name is getting truncated at 40 if
the name of the table is more than 40 characters. |
|
Instance Data Replication feature
PRB1383394
|
'Test Connectivity' is not working |
|
- On an Orlando instance, install the IDR plugin.
- Create a producer replication set, and ensure that you can produce data.
- Navigate to 'Test Connectivity'.
Notice that it fails even though the connectivity status is good and the
information can be produced.
|
Knowledge Management
PRB1381862
|
When checking out a published article, the Valid to
field default value is overridden |
When a user checks out a published article, the Valid to
field default value is overridden with the Article validity
field default value from the knowledge base in New York. This issue occurs even if
the value in the dictionary is modified. |
|
Knowledge Management
PRB1383964
|
Users subscribed to a knowledge base receive emails for articles that they do
not have access to |
If users are subscribed to a knowledge base, they still receive emails for
articles for which they do not pass the article level criteria. This can cause
confusion to users as there is a link to the article in the email. The link will
redirect them to a page that states they do not have access. |
- In a New York instance, create a user with the Knowledge role only.
- Impersonate the user and click Subscribe on the IT
knowledge base from $knowledge.do.
- As admin, set the user criteria on the IT knowledge base in which the user has
'Can Read' access but not 'Can Contribute'.
- As admin, create a knowledge article in this base.
- Set the 'Cannot Read' level criteria for admins only.
This will prevent read
access to the new user for this article.
- Create and publish the article.
The user receives a notification from 'KM Subscription: Article created' with a
link to the article. However, the user does not have access to this article. The
link will redirect users to an error message 'You do not have sufficient
privileges to access this knowledge item'.
|
Language and Translations
PRB1387569
|
Translation updates for Store apps in 22 languages |
See Activate a
language for more information. |
|
Lists
PRB1385057
|
Users are unable to set a reference field when selecting an item with an empty
value in the Name column |
In a reference field, when selecting an item with an empty value in the Name
column, the selected item is not set. For example, selecting a sys_user_group where
sys_user_group.name is empty, it will not work. |
|
MetricBase
PRB1381476
|
Match the glide to get the new STL model class from the Clotho server in order
to utilize the updates to the model |
|
|
Mobile Platform
PRB1385672
|
Profile pictures do not load in the Now Mobile app |
|
|
Mobile Platform
PRB1385708
|
Remove the session replay settings from the mobile platform |
The session replay functionality has been removed. |
|
Mobile Platform
PRB1388917
|
The mobile platform can swallow transaction cancellations |
|
- Create a business rule on a table that sleeps for a certain period of
time.
- Create a transaction quota rule that is less than that time.
|
Mobile Studio (non-classic)
PRB1377908
|
In Mobile Studio, screens from the dependent scope are not available when
adding dependencies to the scoped app |
|
- Create a scoped app from scratch using guided app creator.
- Navigate to .
- Edit dependencies to include ITSM Mobile.
The new scoped app should now have things available from the ITSM Mobile scope,
but does not.
|
Mobile Studio (non-classic)
PRB1382889
|
Inconsistent behavior when using the keyboard to select applets in the applet
launcher UI sections |
Applets do not always appear to be selected when using the keyboard to select
them. |
- Create a mobile app with the GAC with role: admin and table: incident.
- Create multiple applets.
- Navigate to the UI section in the applet launcher.
- Add multiple applets to the UI section.
Expected behavior: Keyboard selecting behavior should be consistent.
Actual behavior: Inconsistent selecting behavior when keyboard selecting
applets.
|
Mobile Studio (non-classic)
PRB1383549
|
The reorder functionality is not working for stand alone forms or list applets
without the embedded form |
|
- Navigate to Mobile Studio.
- Create an applet by either selecting a stand alone form, or choosing a list
and deselecting the form screen.
- Configure the base applet.
- Save the applet.
- Navigate to the form functions.
- Create at least two functions of any type on this page.
- Attempt to reorder the function instances.
Notice that the UI does not change, and if the user attempts to save, these
changes will not persist.
|
Mobile Studio (non-classic)
PRB1383586
|
Unable to use keyboard to select any UI section type other than 'Icon' |
|
- Create a mobile app using GAC.
- Create an Applet Launcher UI section.
- Try to use keyboard to navigate and select the section type Single Score.
Notice that it is unable to use keyboard to select any section type other than
'Icon'.
|
Mobile Studio (non-classic)
PRB1386124
|
Users are unable to upload images while using Internet Explorer 11 or Edge
browser in the mobile branding scope app |
When using IE11 or Edge browser and the mobile branding application, users are
unable to upload images when submitting a build. Also in IE11, the scope app fields
are cut off. |
- Using IE11 or Edge browser, log in as admin.
- Navigate to the Request Branded App module.
- Click Request Custom Branding build.
- Select the Android client.
- Attempt to upload an image as an icon for the build request.
Notice that the images will not upload. Also notice in the IE11 browser that the
scope app fields are truncated.
|
Mobile Studio (non-classic)
PRB1388223
|
On the Mobile App branding setup form, the Description
field requires acceptance of 10 - 4,000 characters |
The Description field needs to be adjusted to allow 10 -
4,000 character entry. This will prevent max character entry errors from blocking
the request submission. |
- Navigate to the Request Branded App module.
- Fill out all the required fields.
- Type a single character into the Description field, or
paste a description that exceeds 160 characters.
Notice the validation star (*) is grey, but the Submit
button on the form is grayed out so the user is unable to submit what appears to
be a completed branding request.
|
Modals & Dialogs
PRB1379565
|
When localization is enabled, the message displayed for the
Delete button of an attachment is not fully visible |
|
- Create any board.
- Add a card and an attachment.
- Open the Attachments tab and hover on the Delete
button.
Expected behavior: The message is visible.
Actual behavior: The message is cut off.
|
Patterns
PRB1379879
KB0791725
|
AWS RDS instance discovery returns empty details |
The cloud discovery of AWS RDS instance returns empty result for LDC
eu-central-1. |
Refer to the listed KB article for details.
|
Patterns
PRB1389002
|
The identification section entry point type for Azure LoadBalancer TD needs to
be changed to 'All' |
|
|
Performance Analytics
PRB1376626
|
Interactive filter default values are not working on the Database View
widget |
|
|
Performance Analytics
PRB1383311
|
Add the correct link to KB articles when migration is stuck on the data
collection disable stage |
Links to documentation are pointing to the incorrect article. |
- Create a record in pa_active_jobs.
- Trigger a scores migration.
Migration will be triggered but will be stuck until all the active collections
are done. Because there is a 'fake' collection running, the collection will never
start and the link to documentation is pointing to the incorrect article.
|
Performance Analytics
PRB1386126
|
Interactive filters create an AND condition instead of an OR condition |
When selecting multiple values from the dashboard breakdown source, the
interactive filter for database views creates an AND condition instead of an OR
condition. As a result, no data is shown on the dashboard. |
- Create a score report against the incident_sla database view.
- On the base instance Incident Priority interactive filter, check the box for
'Apply to both database views and tables' and save the record.
- Create a dashboard and open the record.
- On the Breakdown Source related list, click Edit and
select 'Incident.Priority'.
- On the Breakdown Source related list, configure the list to show the 'Act as
filter' column.
- Double-click to edit in list view and specify 'Incident Priority'.
- Open the dashboard and add the score report you created in Step 1.
- Edit the widget on the dashboard and check the 'Follow interactive filter'
box.
- Click Done.
- In the Select Elements list, select any two priority values, for example, '2 -
High' and '3 - Moderate'.
- Click the score to access the list view.
Expected behavior: The filters on the list view show incident_sla records
that are Priority = 2 OR Priority = 3.
Actual behavior: On the list view, the filters show Priority = 2 AND
Priority = 3, so the score on the widget shows as zero.
|
Persistence
PRB1386687
KB0817702
|
The upgrade from New York to Orlando takes a long time for instances on the
Oracle database |
|
Refer to the listed KB article for details.
|
Platform Security
PRB1381028
|
When users install the Vendor Risk Management store app directly, the content
of its dependent apps (sn_grc) is not loaded |
The dependent apps' sn_grc content is not installed. The components sys_script
and sys_script_include are missing, while the app sys_dictionary is present. |
|
Predictive Intelligence
PRB1378956
|
The Solution Visualization tab is empty for upgraded solutions from New York to
Orlando |
|
|
Predictive Intelligence
PRB1379129
|
Input fields are empty when the trained clustering solution is upgraded |
After training a clustering solution in a New York instance, when users upgrade
the instance, the input fields are empty. |
|
Predictive Intelligence
PRB1379404
|
The glide upgrade test for the classification solution is not able to get
active classification solution |
|
|
Predictive Intelligence
PRB1379410
|
The glide upgrade test for the similarity solution is unable to fetch the
correct number of results |
|
|
Predictive Intelligence
PRB1380178
|
The prediction results tab header displays in an incorrect format |
|
- In a New York instance, train and predict classification/similarity/clustering
solutions.
- Upgrade the instance to Orlando.
- Navigate to any solution and run the prediction.
- Check the prediction results tab header.
Expected behavior: The tab should display without any format errors.
Actual behavior: The prediction results tab header displays as the
following: {"name":"Record","label":"Record"}
{"name":"Confidence","label":"Confidence"}
{"name":"Threshold","label":"Threshold"}.
|
Predictive Intelligence
PRB1383045
|
Batch test prediction shows a prediction below the threshold while the single
test prediction is able to predict for the same short description as the
input |
|
- Train a classification solution:
- Input field: Short description
- Output field: Category
- After the successful training, open the trained solution page.
- Under the Test Solution tab, select Single Test.
- Enter the following short description: 'email is not working'.
- Run the test.
A valid prediction with the class as 'Email' can be
seen.
- Switch to Batch Test.
- In the filter, select [Short description] [is] [email is not working].
Expected behavior: The output should show the valid class prediction
'Email', because the same class is predicted during the single test.
Actual behavior: The output shows 'Prediction results below
threshold'.
|
Project Management
PRB1379281
|
Users need the ability to recalculate asynchronously |
When a user does simple operation like start a task, it takes 1.5 minutes for
the form to reload because recalculation is running slow. |
|
Project Management
PRB1383013
|
The current ITBM plugin structure is making users with the standard license go
out of pricing compliance when they upgrade to New York or later |
For more information, refer to Predictive Intelligence for
Innovation Management,
Installed with PPM Standard
(Project Portfolio Management), and Train the similarity solution
for Innovation Management to find similar ideas. |
|
Project Portfolio Management
PRB1381455
|
Business case performance improvements |
Previously, a business case was automatically created for all investments with
an incorrect reference, and therefore it was unusable. Following improvements, a
business case will be automatically created for investments auto-created for
Project/Demand. |
- Install the Investment Funding plugin.
- Create a demand and fill up the business case-related fields in the
demand.
- Navigate to one top investment and add the demand to the grid.
- Navigate to My funds.
- Select the newly created investment for the demand.
- Navigate to the Details tab.
Expected behavior: The business case-related fields should have the same
value in the demand.
Actual behavior: The business case-related fields are empty.
|
Reporting
PRB1350477
|
Drilling down into a multilevel pivot report with a long URL results in a blank
page or a page that displays a 'This site can't be reached' message |
Drilling down into a multilevel pivot report, or other types of reports like
Time Series > Column, with a long URL results in a blank page or a page with a 'This
site can't be reached' message. Due to the URL size limit in Internet Explorer and
Edge browsers, users are more likely to encounter the issue in these
browsers. |
|
Reporting
PRB1374890
|
Dashboard selection does not behave as expected with screen readers |
When navigating to 'Add to Dashboard', the description of the
Dashboard field is read by NVDA and JAWS
incorrectly. |
- Start JAWS.
- Open any published report.
- Navigate to .
- Move focus to the Dashboard field.
Notice that the field is described incorrectly.
|
Service Catalog
PRB1372489
KB0812262
|
When escape_all_script is false, a multi-row variable with an apostrophe (') or
forward slash (\) in the question causes variable data deletion |
|
- Create a multi-row variable set.
- Create a variable within this variable set:
- Question: Farmer's market
- Type: Single Line Text
- Submit.
- Add the variable set to the catalog item.
- Navigate to Service Portal and open the catalog item.
- Fill out any value for the variable set and submit.
- Open the RITM record that was created.
- Make sure the data entered is present in the created RITM.
- Make any updates to the RITM.
Expected behavior: The variable data should not be deleted.
Actual behavior: The variable data are deleted.
|
Service Mapping
PRB1384396
|
The Service Mapping batch error in the Action On All section does not
work |
The correct CIs are not selected and thus do not apply the Select
fix action. |
- Navigate to .
- Select Fix Your Services.
- Select a category with more than one error.
- Select a subcategory with more than one error.
On the right panel of the
screen that opens, there are two sections: Action on Selected / Action on
All.
- Navigate to .
Users will get a warning message saying it is going to fix 0 errors. Before the
fix, it shows 0. After the fix, it should display the correct number of errors it
tries to fix.
|
Service Mapping
PRB1388589
|
Create a usage analytic metric to count operational services in instances with
Event Management |
A usage analytic metric needs to be created to count how many operational
services exist in instances with the Event Management plugin enabled. |
|
Service Portal
PRB1370343
|
AngularJS attachment list operations can run an instance node
out-of-memory |
Misuse of the nowAttachmentHandler AngularJS factory can run an instance node
out-of-memory if table_name and table_sys_id are not specified in the API
call. |
|
Service Portal
PRB1371372
|
An error message is not displayed when a user enters the incorrect date in
Service Portal |
Service Portal should display an error message saying 'invalid date' when a
date is entered that does not match the configured format. |
- Log in to an instance as an admin user.
- Navigate to the system property and edit the property glide.sys.date_format
and set the value to 'yyyy-MM-dd'.
- Save the changes.
- Navigate to Maintain items and add a date field to any of the catalog items
(for example, Apple iPad).
- Navigate to the catalog items in Service Portal.
- Type a date, which is not as per the format but valid (for example,
06/02/2019).
- Click anywhere on the page.
The date is getting automatically set as per the
format but not a valid one.
- Navigate to http://<instance>/sp?id=form&table=incident.
- Type the date which is not as per the format but valid (for example,
06/02/2019).
- Click anywhere on the page.
The date is getting automatically set as per the
format but not a valid one.
Expected behavior: Like platform, the portal should also display an error
message saying 'invalid date' when a date is entered which is not as per the
configured format.
Actual behavior: The portal is auto-correcting the date format but the
date is displayed incorrectly.
Note: In a London instance, the portal displays the error message when an invalid
date is entered that is not as per the configured format.
|
Service Portal
PRB1382073
|
The HTML widget does not contain an HTML editor to add or format text |
|
- Within the Page Designer, add an HTML widget to the page.
- Select the newly added HTML widget.
- Click the edit/pencil icon.
Notice that it does not contain the HTML editor formatting icons/buttons. This
can be reproduced using Chrome and Safari.
|
SIAM & Vendor Management
PRB1385717
|
The vendor profile page is not displayed correctly |
The vendor profile page is not displayed correctly, and values are overlapped
when users use a Safari browser. |
- Log in as an admin user using Safari version 12 or above.
- Navigate to .
- Click any vendor from the Vendor List.
Expected behavior: The vendor profile page should display correctly.
Actual behavior: The vendor profile page is not displayed correctly and
values are overlapped.
|
Software Asset Management Professional
PRB1376516
|
Software suite reconciliation for subscription products does not reconcile
software installs if a user subscription record cannot be found |
Software entitlements, such as Adobe Document Cloud, allow users to have
classic installs of Adobe Acrobat Standard in their environment without a
subscription. However, the reconciliation engine for software suites (SuiteEngine)
does not reconcile software installs if the software product is 'Subscription
Software' but a subscription record cannot be found in the software subscription
table. This occurs even if the License Metric for the entitlement is 'Per
Device'. |
- Create a Software Entitlement record for Adobe Document Cloud with License
Metric 'Per Device'.
- Link the entitlement to a software model 'Adobe Systems Document Cloud
Standard' with Suite Child configured for 'Adobe Systems Acrobat Standard' with
inference percentage set to 50%.
- Install Adobe Systems Acrobat Standard on a computer assigned to User A.
- Ensure that a subscription record for User A does not exist for Adobe Systems
Acrobat Standard.
- Run reconciliation for Publisher 'Adobe'.
Notice that the software install for Adobe Systems Acrobat Standard is not
reconciled.
|
Software Asset Management Professional
PRB1379444
|
When importing usage records from SCCM, the import doesn't work as expected if
the sys_user has user's email address in the user_name field |
If the sys_user table has user's email in the user_name field, there are issues
with SCCM usage import. For the last_used reclamation type, the user is null. For
the total usage reclamation type, the record doesn't get created. |
|
Software Asset Management Professional
PRB1381602
|
Catalog tasks on request to source RITMs are not closing automatically |
If a request has multiple RITMs, and if an approver rejects one of the RITMs
but approves the others, a catalog task for the procurement team to source the
request is not closing automatically. All the items are sourced. This issue is
reproducible only for hardware asset catalog. |
- Create a service catalog item of type hardware.
- Add the Microsoft Surface Pro 3 item and the Asus G Series item to your
cart.
- Select Proceed to Checkout.
- Open the created REQ and the approval record.
- In the list of requested items, deny one and accept the other.
- Approve the approval record.
- From the REQ, open the catalog task and select Source Request.
- Add a transfer order for the list item.
- Select Submit.
Notice that the catalog task is still active.
|
Software Asset Management Professional
PRB1383251
|
Install conditions for suites are failing reconciliation |
|
|
Software Asset Management Professional
PRB1385327
|
Reconciliation fails with StackOverflowError when suite components have install
conditions |
|
|
Software Asset Management Professional
PRB1387606
|
Install conditions are case-sensitive when inferring suites |
When processing licenses in reconciliation, install conditions are not
case-sensitive. However, when inferring suites in reconciliation, install conditions
are case-sensitive. Ideally, it should not be case-sensitive. |
|
Software Asset Management Professional
PRB1388232
|
Add missing content into the Oracle options set referring to
options_packs_usage_ statistics.sql |
|
- Log in to the instance.
- Navigate to the Oracle options set (samp_oracle_option_set) table.
- Search for any one of the following:
- Active Data Guard or Real Application Clusters
- Change Management Pack
- Configuration Management Pack for Oracle Database
- Data Masking Pack
- Provisioning and Patch Automation Pack for Database
- RAC or RAC One Node
Expected behavior: The content should be present in this table.
Actual behavior: The content is not present in this table.
|
Software Asset Management Professional
PRB1389062
|
The 'License under management' feature does not honor the install condition on
the software model |
|
|
Software Asset Management Professional
PRB1389668
KB0817498
|
Reconciliation can fail when a suite is also a component on another
suite |
When there is a suite of suites, the Suite Engine can fail when an install
belongs to a lower suite and is also part of the higher suite as itself. |
Refer to the listed KB article for details.
|
Survey Management
PRB1375719
KB0793454
|
Last assessment metric calculates negative normalized_value |
In the case of Risk Assessment, this issue is causing incorrect assignment of
risk to the change request if all questions are answered with the lowest scoring
option. This only happens if the user changes threshold on the lowest risk from 0 to
a number equal or greater to the number of questions minus one. |
- Activate the Risk Assessment plugin.
- Modify the low threshold in the Change Risk Assessment from 0 to 4.
- Create an Emergency Change Request and save it.
- Complete the risk assessment only picking the following options: "Not
critical", "Easy", "Easy", "Yes", "Easy".
Observe only the risk conditions
affect the change request.
- Navigate to the asmt_metric_result.list.
- Add the Normalized Value column to the list view.
- Filter on the source column by the number of change request created
previously.
Observe that one of the metrics has a negative normalized value.
|
UI Pages/Macros
PRB1381283
|
In New York, the HTTP referrer header is not passed to the browser |
When redirecting from ServiceNow to third party applications/sites where the
referrer header is required, the redirection won't work with any browser, except
IE. |
|
Usage Analytics
PRB1382587
|
The aggregation functionality is not working as expected in Orlando |
When users select the aggregation type as Count, followed by an aggregation
column, it returns the incorrect count. |
|
VA-Designer
PRB1387772
|
Clicking the data pill is not expanding the values for Input/Script
Variables |
|
- Create a topic and add a multi-flow output.
- Add a response and select the Link type.
- Click the data pill icon in the Header field.
- Click to expand Input Variables.
Notice that the list is not expanding and the modal window is not responding.
|
Virtual Agent Platform
PRB1380769
|
Refreshing the VA web client will lose the current conversation and results in
connecting to the live agent again |
|
- Make sure that the following plugins are activated:
- Advanced Work Assignment (com.glide.awa)
- Agent Chat (com.glide.interaction.awa)
- ITSM Workspace (com.snc.agent_workspace.itsm)
- Domain Support
- Domain Extensions Installer
- Ensure the following system property is set to true: glide.awa.enabled.
- Create two domains as below:
- Domain 1:
- Name: Company
- Parent: TOP
- Type: MSP
- Primary = true
- Create a core_company record named Company and add it to the
domain
- Domain 2:
- Name: Customer Domain
- Parent: Company
- Type: Customer
- Primary = false
- Create a core_company named Customer Domain Company and add it to the
domain
- Create 2 users:
- User 1:
- Name: Agent one
- Company: Company
- Roles: itil, awa_agent, workspace_agent, interaction_agent
- Group: Agent Chat Group
- User 2:
- Name: End User
- Company: Customer Domain Company
- Make sure that there is an active awa_service_channel for the chat.
- Create an awa_queue record:
- Name: Test Queue
- Service channel: Chat
- Define condition here: Checked
- Under Test Queue, create an Assignment Eligibility record:
- Group: Agent Chat Group
- Assignment rule: Chat - Most Capacity
- Navigate to .
- In the Global Fulfiller UI choice list or the Fulfiller UI choice list for CSM
or ITSM, select Agent Workspace.
- Navigate to , and make sure that Chat is selected.
- Create a system property: com.glide.awa.agent_ availability.cross_domain and
set the value to true.
- In one browser session, log in as Agent one, and navigate to .
- In another browser session, log in as End User, and navigate to
/$sn-va-web-client-app.do?sysparm_live_agent=true.
- As Agent one, accept the work item and start chatting.
- As End User, refresh the browser.
Expected behavior: The conversation stays.
Actual behavior: VA is connecting to Live Agent again and the end user is
not able to type anything in the web client.
|
Virtual Agent Platform
PRB1384011
|
Users are unable to send attachments via chat to a live agent when
com.glide.cs. guest_session_resumable is set to true |
|
- Open the sys_properties.list table.
- Search for com.glide.cs.guest_session_resumable and make sure the value is set
to false.
- Set up and establish a live agent chat with an anonymous user on the
/csp.
- Verify sending an attachment of a picture works as expected.
- Open the sys_properties.list table again.
- Search for com.glide.cs.guest_session_resumable and set the value to
true.
- Close and reopen all of the browsers.
- Set up and establish a live agent chat with an anonymous user on the
/csp.
- Try to send an attachment file.
Expected behavior: The picture should get sent to the agent successfully
and display it on both the agent and the customer's chat screen.
Actual behavior: The file sending will either take so long that the chat
will time out or there will be a message saying 'We couldn't process your file at
this time. Please try uploading again.'
|
Visual Task Boards
PRB1382181
|
The card information pop-up window does not update the activity stream when
up/down arrows are clicked |
|
- Open a board, for example, Incident by state.
- Open the card information window of any card and click up/down arrows on the
card information navigation bar.
Notice that the activity stream is not updated as per the card change. Only the
activity stream of the first opened card is displayed.
|
Visual Task Boards
PRB1382289
|
The variable 'Lane WIP limit' is set incorrectly when renaming or creating a
lane in the Visual Task Board |
The variable 'Lane WIP limit' is set incorrectly when renaming or creating a
lane in the Visual Task Board. This will trigger the condition in the 'Lane limit
exceeded' notification if a user moves a card in that lane. |
|