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    Home Orlando Release Notes Orlando release notes Learn about Orlando Available patches and hotfixes Orlando Patch 2

    Orlando Patch 2

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    Orlando Patch 2

    The Orlando Patch 2 release contains important problem fixes.

    Orlando Patch 2 was released on April 3, 2020.
    • Build date: 03-31-2020_1417
    • Build tag: glide-orlando-12-11-2019__patch2-03-18-2020
    Important: For more information about how to upgrade an instance, see ServiceNow upgrades.

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

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

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

    Overview

    Orlando Patch 2 includes 106 problem fixes in various categories. The chart below shows the top 10 problem categories included in this patch.

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

    Security-related fixes

    Orlando Patch 2 includes fixes for security-related problems that affected certain ServiceNow® applications and the Now Platform®. We recommend that customers upgrade to this release for the most secure and up-to-date features. For more details on security problems fixed in Orlando Patch 2, refer to KB0818236.

    Changes in Orlando Patch 2

    Activate a language
    Translation updates for Store apps in 22 languages.
    Installed with PPM Standard (Project Portfolio Management)
    • PPM Standard added the Project Portfolio Suite, Financial Planning, and Rate Model plugins.
    • Innovation Management added the Idea admin [idea_admin], Idea manager [idea_manager], and Idea manager professional [idea_manager_professional] roles.
    • Innovation Management added the Idea [im_idea_core], Idea Category [im_category], Idea Category Configuration [im_category_config], Idea Categories [im_m2m_idea_category], and Idea Module [im_module] tables.
    Predictive Intelligence for Innovation Management
    The Predictive Intelligence for Innovation Management capability uses machine-learning algorithms to search and display similar ideas while submitting a new idea.
    Train the similarity solution for Innovation Management to find similar ideas
    Train the Similar Ideas solution definition included within the Predictive Intelligence for Ideation capability to find related ideas when submitting an idea or viewing ideas in the Idea Portal.

    Notable fixes

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

    Problem Short description Description Steps to reproduce

    Email

    PRB1383881

    While processing inbound email triggers, the email filter can affect subsequent emails when multiple email.read events are processed by the same transaction When two emails are processed under the same transaction, the second email which may have come from a valid sender is set as 'received-ignored'. It is marked as ignored by the filter with an error string that may mention the subject of previously ignored email. This may also lead to stale behavior of the email filter when it is being processed for inbound email flows.

    Service Catalog: Service Portal Widgets

    PRB1380844

    The order of execution of a variable set client script is not honored in Service Portal In New York, when the order of variable set client script is higher than that of the normal catalog client script, Service Portal fails to honor the order of execution of the scripts. This works fine in platform. In Service Portal, the variable set client script still executes before the normal catalog client script. In London, when the order of the variable set client script is higher than that of the normal catalog client script, Service Portal executes the catalog client script followed by the variable set client script.

    Condition Builder

    PRB1342958

    KB0793919

    Filter criteria is no longer visible in the breadcrumbs due to URL limitations Multiple conditions on filter criteria generating long URLs become no longer visible in the breadcrumbs due to URL limitations. This leads to users being unable to see and update the filters in that particular record and the error '400 Bad Request' is thrown on the JavaScript console.

    Refer to the listed KB article for details.

    Archiving

    PRB1184294

    KB0727666

    Archiving many cmdb_ci distinct tables can lead to slow cmdb_ci list loading Archiving a large number of cmdb_ci distinct tables can cause the cmdb_ci list to load slowly, such as affected CI's in change_request.
    1. Activate the data archiving plugin.
    2. Create a change request and add affected CI's that are records in the cmdb_ci_aix_server and cmdb_ci_spkg tables. For example, demo records 'SAP AppSRV01' and '3Com DMI Agent'.
    3. Create two archive rules on the two distinct cmdb_ci* hierarchy tables, each added to the change request from Step 2.

      The 'SAP AppSRV01' and '3Com DMI Agent' records should be archived so you can use the Name field to archive these records.

    4. Run the archive job.

    Notice that 'Get for non-existent record' appears in the localhost log. This grows rapidly if more cmdb_ci distinct table records are archived.

    Audit History

    PRB1356196

    The 'Stage' label in the activity log of the Requested Item (RITM) record is different from the field label The value of stage in the 'Activity logger' should be the stage display name instead of the stage value as shown by the Stage field in the RITM form.

    All other fixes

    Problem Short description Description Steps to reproduce

    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.
    1. Establish a chat between a customer and an agent.
    2. Attach pictures by either the customer or the agent in either the public or private channel.
    3. Log in from another browser instance as an agent with the awa_manager role.
    4. In Agent Workspace, select 'Lists' from L1.
    5. Select 'Active Chat Interactions' from the conversation monitor section.
    6. 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
    1. Log in to any New York instance with AWA for CSM set up.
    2. Create a case by navigating to sn_customerservice _case.do.
    3. 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.

    4. 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.
    1. Create a vendor risk assessment with 1 category and 1 metric with a Likert Scale datatype.
    2. Uncheck the Scored check box on that metric.
    3. Assign this assessment to any user and impersonate that user to submit the assessment.
    4. 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
    1. Create a CAB meeting and add agenda items to the CAB meeting.
    2. 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.
    1. Create a blueprint.
    2. Add a custom resource pool filter for ApplicationPool.
    3. 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.
    1. Create a catalog for VMware or order it from the template.
    2. Provision the catalog.

      It will perform pointed discovery after the provision.

    3. Navigate to the cmdb_ci_vm_instance table.
    4. 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.
    1. Install the Event Management plugin.
    2. Navigate to Event Management > Rules > Alert Management.
    3. Create a rule by clicking the New button.
    4. Fill in the required details under the Alert Info tab and click Alert Filter.
    5. Use the condition builder to create a query with >50 and/or condition statements.
    6. 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
    1. Import the data without importing criteria attribute or with missing dependency.
    2. 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
    1. Set up an RTE mapping that inserts a network card that relies on a computer.
    2. Set up an RTE mapping that inserts computer.
    3. 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
    1. In an instance, list a table that has a few thousand records.
    2. Right-click the column header
    3. 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.
    1. Log in to the instance.
    2. Create a secondary notification device for any user and set that device to inactive.
    3. Trigger the notification for that user and ensure the notification is set to mandatory.
    4. 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).
    1. On a New York instance, log in as the admin.
    2. Set the property 'glide.sys.date_format' to 'dd/MM/yyyy'.
    3. Ensure that the 'calendars_for_package' table has entries to map the Fiscal Month business calendar with the 'Incident' package.
    4. Validate that the configurations in business calendar entries and business calendar filter options for Fiscal Month business calendar are correct.
    5. Open incident.list.
    6. Apply the filter condition 'Created [On] Last 3 Fiscal Months' and check the count.
    7. 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.
    1. Log in to an Orlando instance.
    2. Open any flow that runs on the task_sla table.
    3. 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.
    1. Log in to a London or Madrid instance.
    2. Navigate to the REST API explorer.
    3. Set the fields as follows:
      • API Name: Guided tours
      • Autolaunch: Get Tours for a page (GET)
      • Query parameter
      • page | home
    4. Run.
    5. Confirm that the API runs correctly with a 200 response.
    6. Repeat the same steps in a New York instance.
    7. 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
    1. On an Orlando instance, install the IDR plugin.
    2. Create a producer replication set, and ensure that you can produce data.
    3. 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.
    1. In a New York instance, create a user with the Knowledge role only.
    2. Impersonate the user and click Subscribe on the IT knowledge base from $knowledge.do.
    3. As admin, set the user criteria on the IT knowledge base in which the user has 'Can Read' access but not 'Can Contribute'.
    4. As admin, create a knowledge article in this base.
    5. Set the 'Cannot Read' level criteria for admins only.

      This will prevent read access to the new user for this article.

    6. 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
    1. Create a business rule on a table that sleeps for a certain period of time.
    2. 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
    1. Create a scoped app from scratch using guided app creator.
    2. Navigate to Mobile Studio > Dependencies.
    3. 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.
    1. Create a mobile app with the GAC with role: admin and table: incident.
    2. Create multiple applets.
    3. Navigate to the UI section in the applet launcher.
    4. 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
    1. Navigate to Mobile Studio.
    2. Create an applet by either selecting a stand alone form, or choosing a list and deselecting the form screen.
    3. Configure the base applet.
    4. Save the applet.
    5. Navigate to the form functions.
    6. Create at least two functions of any type on this page.
    7. 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'
    1. Create a mobile app using GAC.
    2. Create an Applet Launcher UI section.
    3. 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.
    1. Using IE11 or Edge browser, log in as admin.
    2. Navigate to the Request Branded App module.
    3. Click Request Custom Branding build.
    4. Select the Android client.
    5. 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.
    1. Navigate to the Request Branded App module.
    2. Fill out all the required fields.
    3. 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
    1. Create any board.
    2. Add a card and an attachment.
    3. 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.
    1. Create a record in pa_active_jobs.
    2. 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.
    1. Create a score report against the incident_sla database view.
    2. On the base instance Incident Priority interactive filter, check the box for 'Apply to both database views and tables' and save the record.
    3. Create a dashboard and open the record.
    4. On the Breakdown Source related list, click Edit and select 'Incident.Priority'.
    5. On the Breakdown Source related list, configure the list to show the 'Act as filter' column.
    6. Double-click to edit in list view and specify 'Incident Priority'.
    7. Open the dashboard and add the score report you created in Step 1.
    8. Edit the widget on the dashboard and check the 'Follow interactive filter' box.
    9. Click Done.
    10. In the Select Elements list, select any two priority values, for example, '2 - High' and '3 - Moderate'.
    11. 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
    1. In a New York instance, train and predict classification/similarity/clustering solutions.
    2. Upgrade the instance to Orlando.
    3. Navigate to any solution and run the prediction.
    4. 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
    1. Train a classification solution:
      • Input field: Short description
      • Output field: Category
    2. After the successful training, open the trained solution page.
    3. Under the Test Solution tab, select Single Test.
    4. Enter the following short description: 'email is not working'.
    5. Run the test.

      A valid prediction with the class as 'Email' can be seen.

    6. Switch to Batch Test.
    7. 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.
    1. Install the Investment Funding plugin.
    2. Create a demand and fill up the business case-related fields in the demand.
    3. Navigate to one top investment and add the demand to the grid.
    4. Navigate to My funds.
    5. Select the newly created investment for the demand.
    6. 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.
    1. Start JAWS.
    2. Open any published report.
    3. Navigate to Share > Add to Dashboard.
    4. 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
    1. Create a multi-row variable set.
    2. Create a variable within this variable set:
      • Question: Farmer's market
      • Type: Single Line Text
    3. Submit.
    4. Add the variable set to the catalog item.
    5. Navigate to Service Portal and open the catalog item.
    6. Fill out any value for the variable set and submit.
    7. Open the RITM record that was created.
    8. Make sure the data entered is present in the created RITM.
    9. 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.
    1. Navigate to Service Mapping > Home.
    2. Select Fix Your Services.
    3. Select a category with more than one error.
    4. 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.

    5. Navigate to Action On All > Retry Discovery.

    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.
    1. Log in to an instance as an admin user.
    2. Navigate to the system property and edit the property glide.sys.date_format and set the value to 'yyyy-MM-dd'.
    3. Save the changes.
    4. Navigate to Maintain items and add a date field to any of the catalog items (for example, Apple iPad).
    5. Navigate to the catalog items in Service Portal.
    6. Type a date, which is not as per the format but valid (for example, 06/02/2019).
    7. Click anywhere on the page.

      The date is getting automatically set as per the format but not a valid one.

    8. Navigate to http://<instance>/sp?id=form&table=incident.
    9. Type the date which is not as per the format but valid (for example, 06/02/2019).
    10. 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
    1. Within the Page Designer, add an HTML widget to the page.
    2. Select the newly added HTML widget.
    3. 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.
    1. Log in as an admin user using Safari version 12 or above.
    2. Navigate to Vendor Manager Workspace > Vendor Manager Workspace.
    3. 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'.
    1. Create a Software Entitlement record for Adobe Document Cloud with License Metric 'Per Device'.
    2. 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%.
    3. Install Adobe Systems Acrobat Standard on a computer assigned to User A.
    4. Ensure that a subscription record for User A does not exist for Adobe Systems Acrobat Standard.
    5. 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.
    1. Create a service catalog item of type hardware.
    2. Add the Microsoft Surface Pro 3 item and the Asus G Series item to your cart.
    3. Select Proceed to Checkout.
    4. Open the created REQ and the approval record.
    5. In the list of requested items, deny one and accept the other.
    6. Approve the approval record.
    7. From the REQ, open the catalog task and select Source Request.
    8. Add a transfer order for the list item.
    9. 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
    1. Log in to the instance.
    2. Navigate to the Oracle options set (samp_oracle_option_set) table.
    3. 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.
    1. Activate the Risk Assessment plugin.
    2. Modify the low threshold in the Change Risk Assessment from 0 to 4.
    3. Create an Emergency Change Request and save it.
    4. Complete the risk assessment only picking the following options: "Not critical", "Easy", "Easy", "Yes", "Easy".

      Observe only the risk conditions affect the change request.

    5. Navigate to the asmt_metric_result.list.
    6. Add the Normalized Value column to the list view.
    7. 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
    1. Create a topic and add a multi-flow output.
    2. Add a response and select the Link type.
    3. Click the data pill icon in the Header field.
    4. 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
    1. 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
    2. Ensure the following system property is set to true: glide.awa.enabled.
    3. Create two domains as below:
      1. Domain 1:
        • Name: Company
        • Parent: TOP
        • Type: MSP
        • Primary = true
        • Create a core_company record named Company and add it to the domain
      2. 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
    4. Create 2 users:
      1. User 1:
        • Name: Agent one
        • Company: Company
        • Roles: itil, awa_agent, workspace_agent, interaction_agent
        • Group: Agent Chat Group
      2. User 2:
        • Name: End User
        • Company: Customer Domain Company
    5. Make sure that there is an active awa_service_channel for the chat.
    6. Create an awa_queue record:
      • Name: Test Queue
      • Service channel: Chat
      • Define condition here: Checked
    7. Under Test Queue, create an Assignment Eligibility record:
      • Group: Agent Chat Group
      • Assignment rule: Chat - Most Capacity
    8. Navigate to Collaboration > Chat Setup.
    9. In the Global Fulfiller UI choice list or the Fulfiller UI choice list for CSM or ITSM, select Agent Workspace.
    10. Navigate to Presence States > Available, and make sure that Chat is selected.
    11. Create a system property: com.glide.awa.agent_ availability.cross_domain and set the value to true.
    12. In one browser session, log in as Agent one, and navigate to Agent Workspace > Inbox > Available.
    13. In another browser session, log in as End User, and navigate to /$sn-va-web-client-app.do?sysparm_live_agent=true.
    14. As Agent one, accept the work item and start chatting.
    15. 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
    1. Open the sys_properties.list table.
    2. Search for com.glide.cs.guest_session_resumable and make sure the value is set to false.
    3. Set up and establish a live agent chat with an anonymous user on the /csp.
    4. Verify sending an attachment of a picture works as expected.
    5. Open the sys_properties.list table again.
    6. Search for com.glide.cs.guest_session_resumable and set the value to true.
    7. Close and reopen all of the browsers.
    8. Set up and establish a live agent chat with an anonymous user on the /csp.
    9. 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
    1. Open a board, for example, Incident by state.
    2. 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.

    Fixes included

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

    • Orlando Patch 1 Hotfix 1
    • Orlando Patch 1
    • Orlando security and notable fixes
    • All other Orlando fixes

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      Orlando Patch 2

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      Orlando Patch 2

      The Orlando Patch 2 release contains important problem fixes.

      Orlando Patch 2 was released on April 3, 2020.
      • Build date: 03-31-2020_1417
      • Build tag: glide-orlando-12-11-2019__patch2-03-18-2020
      Important: For more information about how to upgrade an instance, see ServiceNow upgrades.

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

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

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

      Overview

      Orlando Patch 2 includes 106 problem fixes in various categories. The chart below shows the top 10 problem categories included in this patch.

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

      Security-related fixes

      Orlando Patch 2 includes fixes for security-related problems that affected certain ServiceNow® applications and the Now Platform®. We recommend that customers upgrade to this release for the most secure and up-to-date features. For more details on security problems fixed in Orlando Patch 2, refer to KB0818236.

      Changes in Orlando Patch 2

      Activate a language
      Translation updates for Store apps in 22 languages.
      Installed with PPM Standard (Project Portfolio Management)
      • PPM Standard added the Project Portfolio Suite, Financial Planning, and Rate Model plugins.
      • Innovation Management added the Idea admin [idea_admin], Idea manager [idea_manager], and Idea manager professional [idea_manager_professional] roles.
      • Innovation Management added the Idea [im_idea_core], Idea Category [im_category], Idea Category Configuration [im_category_config], Idea Categories [im_m2m_idea_category], and Idea Module [im_module] tables.
      Predictive Intelligence for Innovation Management
      The Predictive Intelligence for Innovation Management capability uses machine-learning algorithms to search and display similar ideas while submitting a new idea.
      Train the similarity solution for Innovation Management to find similar ideas
      Train the Similar Ideas solution definition included within the Predictive Intelligence for Ideation capability to find related ideas when submitting an idea or viewing ideas in the Idea Portal.

      Notable fixes

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

      Problem Short description Description Steps to reproduce

      Email

      PRB1383881

      While processing inbound email triggers, the email filter can affect subsequent emails when multiple email.read events are processed by the same transaction When two emails are processed under the same transaction, the second email which may have come from a valid sender is set as 'received-ignored'. It is marked as ignored by the filter with an error string that may mention the subject of previously ignored email. This may also lead to stale behavior of the email filter when it is being processed for inbound email flows.

      Service Catalog: Service Portal Widgets

      PRB1380844

      The order of execution of a variable set client script is not honored in Service Portal In New York, when the order of variable set client script is higher than that of the normal catalog client script, Service Portal fails to honor the order of execution of the scripts. This works fine in platform. In Service Portal, the variable set client script still executes before the normal catalog client script. In London, when the order of the variable set client script is higher than that of the normal catalog client script, Service Portal executes the catalog client script followed by the variable set client script.

      Condition Builder

      PRB1342958

      KB0793919

      Filter criteria is no longer visible in the breadcrumbs due to URL limitations Multiple conditions on filter criteria generating long URLs become no longer visible in the breadcrumbs due to URL limitations. This leads to users being unable to see and update the filters in that particular record and the error '400 Bad Request' is thrown on the JavaScript console.

      Refer to the listed KB article for details.

      Archiving

      PRB1184294

      KB0727666

      Archiving many cmdb_ci distinct tables can lead to slow cmdb_ci list loading Archiving a large number of cmdb_ci distinct tables can cause the cmdb_ci list to load slowly, such as affected CI's in change_request.
      1. Activate the data archiving plugin.
      2. Create a change request and add affected CI's that are records in the cmdb_ci_aix_server and cmdb_ci_spkg tables. For example, demo records 'SAP AppSRV01' and '3Com DMI Agent'.
      3. Create two archive rules on the two distinct cmdb_ci* hierarchy tables, each added to the change request from Step 2.

        The 'SAP AppSRV01' and '3Com DMI Agent' records should be archived so you can use the Name field to archive these records.

      4. Run the archive job.

      Notice that 'Get for non-existent record' appears in the localhost log. This grows rapidly if more cmdb_ci distinct table records are archived.

      Audit History

      PRB1356196

      The 'Stage' label in the activity log of the Requested Item (RITM) record is different from the field label The value of stage in the 'Activity logger' should be the stage display name instead of the stage value as shown by the Stage field in the RITM form.

      All other fixes

      Problem Short description Description Steps to reproduce

      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.
      1. Establish a chat between a customer and an agent.
      2. Attach pictures by either the customer or the agent in either the public or private channel.
      3. Log in from another browser instance as an agent with the awa_manager role.
      4. In Agent Workspace, select 'Lists' from L1.
      5. Select 'Active Chat Interactions' from the conversation monitor section.
      6. 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
      1. Log in to any New York instance with AWA for CSM set up.
      2. Create a case by navigating to sn_customerservice _case.do.
      3. 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.

      4. 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.
      1. Create a vendor risk assessment with 1 category and 1 metric with a Likert Scale datatype.
      2. Uncheck the Scored check box on that metric.
      3. Assign this assessment to any user and impersonate that user to submit the assessment.
      4. 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
      1. Create a CAB meeting and add agenda items to the CAB meeting.
      2. 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.
      1. Create a blueprint.
      2. Add a custom resource pool filter for ApplicationPool.
      3. 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.
      1. Create a catalog for VMware or order it from the template.
      2. Provision the catalog.

        It will perform pointed discovery after the provision.

      3. Navigate to the cmdb_ci_vm_instance table.
      4. 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.
      1. Install the Event Management plugin.
      2. Navigate to Event Management > Rules > Alert Management.
      3. Create a rule by clicking the New button.
      4. Fill in the required details under the Alert Info tab and click Alert Filter.
      5. Use the condition builder to create a query with >50 and/or condition statements.
      6. 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
      1. Import the data without importing criteria attribute or with missing dependency.
      2. 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
      1. Set up an RTE mapping that inserts a network card that relies on a computer.
      2. Set up an RTE mapping that inserts computer.
      3. 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
      1. In an instance, list a table that has a few thousand records.
      2. Right-click the column header
      3. 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.
      1. Log in to the instance.
      2. Create a secondary notification device for any user and set that device to inactive.
      3. Trigger the notification for that user and ensure the notification is set to mandatory.
      4. 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).
      1. On a New York instance, log in as the admin.
      2. Set the property 'glide.sys.date_format' to 'dd/MM/yyyy'.
      3. Ensure that the 'calendars_for_package' table has entries to map the Fiscal Month business calendar with the 'Incident' package.
      4. Validate that the configurations in business calendar entries and business calendar filter options for Fiscal Month business calendar are correct.
      5. Open incident.list.
      6. Apply the filter condition 'Created [On] Last 3 Fiscal Months' and check the count.
      7. 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.
      1. Log in to an Orlando instance.
      2. Open any flow that runs on the task_sla table.
      3. 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.
      1. Log in to a London or Madrid instance.
      2. Navigate to the REST API explorer.
      3. Set the fields as follows:
        • API Name: Guided tours
        • Autolaunch: Get Tours for a page (GET)
        • Query parameter
        • page | home
      4. Run.
      5. Confirm that the API runs correctly with a 200 response.
      6. Repeat the same steps in a New York instance.
      7. 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
      1. On an Orlando instance, install the IDR plugin.
      2. Create a producer replication set, and ensure that you can produce data.
      3. 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.
      1. In a New York instance, create a user with the Knowledge role only.
      2. Impersonate the user and click Subscribe on the IT knowledge base from $knowledge.do.
      3. As admin, set the user criteria on the IT knowledge base in which the user has 'Can Read' access but not 'Can Contribute'.
      4. As admin, create a knowledge article in this base.
      5. Set the 'Cannot Read' level criteria for admins only.

        This will prevent read access to the new user for this article.

      6. 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
      1. Create a business rule on a table that sleeps for a certain period of time.
      2. 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
      1. Create a scoped app from scratch using guided app creator.
      2. Navigate to Mobile Studio > Dependencies.
      3. 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.
      1. Create a mobile app with the GAC with role: admin and table: incident.
      2. Create multiple applets.
      3. Navigate to the UI section in the applet launcher.
      4. 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
      1. Navigate to Mobile Studio.
      2. Create an applet by either selecting a stand alone form, or choosing a list and deselecting the form screen.
      3. Configure the base applet.
      4. Save the applet.
      5. Navigate to the form functions.
      6. Create at least two functions of any type on this page.
      7. 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'
      1. Create a mobile app using GAC.
      2. Create an Applet Launcher UI section.
      3. 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.
      1. Using IE11 or Edge browser, log in as admin.
      2. Navigate to the Request Branded App module.
      3. Click Request Custom Branding build.
      4. Select the Android client.
      5. 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.
      1. Navigate to the Request Branded App module.
      2. Fill out all the required fields.
      3. 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
      1. Create any board.
      2. Add a card and an attachment.
      3. 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.
      1. Create a record in pa_active_jobs.
      2. 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.
      1. Create a score report against the incident_sla database view.
      2. On the base instance Incident Priority interactive filter, check the box for 'Apply to both database views and tables' and save the record.
      3. Create a dashboard and open the record.
      4. On the Breakdown Source related list, click Edit and select 'Incident.Priority'.
      5. On the Breakdown Source related list, configure the list to show the 'Act as filter' column.
      6. Double-click to edit in list view and specify 'Incident Priority'.
      7. Open the dashboard and add the score report you created in Step 1.
      8. Edit the widget on the dashboard and check the 'Follow interactive filter' box.
      9. Click Done.
      10. In the Select Elements list, select any two priority values, for example, '2 - High' and '3 - Moderate'.
      11. 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
      1. In a New York instance, train and predict classification/similarity/clustering solutions.
      2. Upgrade the instance to Orlando.
      3. Navigate to any solution and run the prediction.
      4. 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
      1. Train a classification solution:
        • Input field: Short description
        • Output field: Category
      2. After the successful training, open the trained solution page.
      3. Under the Test Solution tab, select Single Test.
      4. Enter the following short description: 'email is not working'.
      5. Run the test.

        A valid prediction with the class as 'Email' can be seen.

      6. Switch to Batch Test.
      7. 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.
      1. Install the Investment Funding plugin.
      2. Create a demand and fill up the business case-related fields in the demand.
      3. Navigate to one top investment and add the demand to the grid.
      4. Navigate to My funds.
      5. Select the newly created investment for the demand.
      6. 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.
      1. Start JAWS.
      2. Open any published report.
      3. Navigate to Share > Add to Dashboard.
      4. 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
      1. Create a multi-row variable set.
      2. Create a variable within this variable set:
        • Question: Farmer's market
        • Type: Single Line Text
      3. Submit.
      4. Add the variable set to the catalog item.
      5. Navigate to Service Portal and open the catalog item.
      6. Fill out any value for the variable set and submit.
      7. Open the RITM record that was created.
      8. Make sure the data entered is present in the created RITM.
      9. 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.
      1. Navigate to Service Mapping > Home.
      2. Select Fix Your Services.
      3. Select a category with more than one error.
      4. 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.

      5. Navigate to Action On All > Retry Discovery.

      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.
      1. Log in to an instance as an admin user.
      2. Navigate to the system property and edit the property glide.sys.date_format and set the value to 'yyyy-MM-dd'.
      3. Save the changes.
      4. Navigate to Maintain items and add a date field to any of the catalog items (for example, Apple iPad).
      5. Navigate to the catalog items in Service Portal.
      6. Type a date, which is not as per the format but valid (for example, 06/02/2019).
      7. Click anywhere on the page.

        The date is getting automatically set as per the format but not a valid one.

      8. Navigate to http://<instance>/sp?id=form&table=incident.
      9. Type the date which is not as per the format but valid (for example, 06/02/2019).
      10. 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
      1. Within the Page Designer, add an HTML widget to the page.
      2. Select the newly added HTML widget.
      3. 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.
      1. Log in as an admin user using Safari version 12 or above.
      2. Navigate to Vendor Manager Workspace > Vendor Manager Workspace.
      3. 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'.
      1. Create a Software Entitlement record for Adobe Document Cloud with License Metric 'Per Device'.
      2. 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%.
      3. Install Adobe Systems Acrobat Standard on a computer assigned to User A.
      4. Ensure that a subscription record for User A does not exist for Adobe Systems Acrobat Standard.
      5. 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.
      1. Create a service catalog item of type hardware.
      2. Add the Microsoft Surface Pro 3 item and the Asus G Series item to your cart.
      3. Select Proceed to Checkout.
      4. Open the created REQ and the approval record.
      5. In the list of requested items, deny one and accept the other.
      6. Approve the approval record.
      7. From the REQ, open the catalog task and select Source Request.
      8. Add a transfer order for the list item.
      9. 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
      1. Log in to the instance.
      2. Navigate to the Oracle options set (samp_oracle_option_set) table.
      3. 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.
      1. Activate the Risk Assessment plugin.
      2. Modify the low threshold in the Change Risk Assessment from 0 to 4.
      3. Create an Emergency Change Request and save it.
      4. Complete the risk assessment only picking the following options: "Not critical", "Easy", "Easy", "Yes", "Easy".

        Observe only the risk conditions affect the change request.

      5. Navigate to the asmt_metric_result.list.
      6. Add the Normalized Value column to the list view.
      7. 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
      1. Create a topic and add a multi-flow output.
      2. Add a response and select the Link type.
      3. Click the data pill icon in the Header field.
      4. 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
      1. 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
      2. Ensure the following system property is set to true: glide.awa.enabled.
      3. Create two domains as below:
        1. Domain 1:
          • Name: Company
          • Parent: TOP
          • Type: MSP
          • Primary = true
          • Create a core_company record named Company and add it to the domain
        2. 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
      4. Create 2 users:
        1. User 1:
          • Name: Agent one
          • Company: Company
          • Roles: itil, awa_agent, workspace_agent, interaction_agent
          • Group: Agent Chat Group
        2. User 2:
          • Name: End User
          • Company: Customer Domain Company
      5. Make sure that there is an active awa_service_channel for the chat.
      6. Create an awa_queue record:
        • Name: Test Queue
        • Service channel: Chat
        • Define condition here: Checked
      7. Under Test Queue, create an Assignment Eligibility record:
        • Group: Agent Chat Group
        • Assignment rule: Chat - Most Capacity
      8. Navigate to Collaboration > Chat Setup.
      9. In the Global Fulfiller UI choice list or the Fulfiller UI choice list for CSM or ITSM, select Agent Workspace.
      10. Navigate to Presence States > Available, and make sure that Chat is selected.
      11. Create a system property: com.glide.awa.agent_ availability.cross_domain and set the value to true.
      12. In one browser session, log in as Agent one, and navigate to Agent Workspace > Inbox > Available.
      13. In another browser session, log in as End User, and navigate to /$sn-va-web-client-app.do?sysparm_live_agent=true.
      14. As Agent one, accept the work item and start chatting.
      15. 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
      1. Open the sys_properties.list table.
      2. Search for com.glide.cs.guest_session_resumable and make sure the value is set to false.
      3. Set up and establish a live agent chat with an anonymous user on the /csp.
      4. Verify sending an attachment of a picture works as expected.
      5. Open the sys_properties.list table again.
      6. Search for com.glide.cs.guest_session_resumable and set the value to true.
      7. Close and reopen all of the browsers.
      8. Set up and establish a live agent chat with an anonymous user on the /csp.
      9. 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
      1. Open a board, for example, Incident by state.
      2. 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.

      Fixes included

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

      • Orlando Patch 1 Hotfix 1
      • Orlando Patch 1
      • Orlando security and notable fixes
      • All other Orlando fixes

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