|
Advanced Work Assignment
PRB1372793
|
The awa_work_item query for determining the last assignment date per agent is
slow |
Users can encounter this issue when they run AWA with a high volume of
interactions and a high volume of agents (~720). |
|
|
Advanced Work Assignment
PRB1394898
|
Channel availability is not refreshed automatically when deactivating through
the awa_agent_ channel_availability table |
|
- Activate the Advanced Work Assignment plugin.
- Add a user to all the service channels.
- Navigate to .
- Open the available state.
- On the service channel, select all service channels from
Available and move to
Selected.
- Impersonate the user added to Service Channels and open Agent Workspace.
- Open the inbox page and make yourself available.
- Check all available channels.
- Open another browser tab.
- Open the table awa_agent_channel_availability.
- Filter records to only display records for the user logged in to Agent
Workspace.
- Choose one channel and change its availability from true to false.
- Switch tabs and navigate back to Agent Workspace.
Notice that the channel availability does not refresh correctly and still shows
as available. You have to manually refresh the panel to see the expected
behavior.
|
|
Advanced Work Assignment
PRB1407015
|
An agent's capacity-in-use (workload) is incorrect and causes over-assignment
or under-assignment |
Some agents are still offered work items even though their channel capacity has
been reached. The opposite case can also occur, with the agent not being assigned
work even though they have spare capacity. |
|
|
Advanced Work Assignment
PRB1407810
|
If the WiFi disconnection lasts a long time (more than a minute), the chat on
the agent side ends, but the guest user can still type and receives an ‘I’m having
technical issues' message |
|
- Connect to an agent as a guest on another computer.
The chat starts and
messages can be sent back and forth.
- Turn the WiFi off for the guest computer.
- Wait for the chat to end on the agent's side.
- Turn the WiFi back on for the guest computer and send a message to the
agent.
Expected behavior: The user's chat ends with the message 'It seems you
have left the conversation', and the user prompt changes to 'Click here to start a
new conversation'.
Actual behavior: The user can continue sending messages, or gets a
technical error. The system then tries to connect them to a virtual agent.
|
|
Agent Chat
PRB1373833
|
The wait time for records in the AWA manager's active chat interactions list
always shows 0s |
|
- Initiate a chat as a user.
- Accept the chat as an agent.
- As the AWA manager, open the workspace and then open the active chat
interactions list.
Notice that the record there is showing a wait time of 0 seconds, which is
different from the work item's wait time.
|
|
Agent Chat
PRB1406497
|
Users cannot see messages from an agent if the user initiates a new chat
without refreshing the browser |
This issue can occur on multi-node instances where the agent is on one node and
the client is on the other node. |
- Initiate a live chat.
- End the conversation from the user's side by clicking the End
Conversation icon, but do not close or refresh the user's
browser.
- Click the Start Conversation icon and select 'Contact
live agent' from 'Show Me Everything'.
- Accept the chat on the agent's side and type something to start the chat.
Expected behavior: The user should see the message 'Agent has entered the
chat' and any message the agent sends, or type any message to communicate to the
agent.
Actual behavior: The user will see the message 'Routing you to a live
agent...' even after the agent has accepted the chat. The user will not see any
message the agent sends. The field in which the user enters their message appears
read-only.
|
|
Agent Chat
PRB1408354
|
The agent's initials in their avatar on the chat client come from the user
table instead of the live profile table |
After upgrading the instance, users notice that the initials in the avatar for
the agent are coming from the name in the sys_user table. The initials should be
based on the name in the live profile table. |
- Upgrade the instance.
- Navigate to Chat Setup.
- Make sure that the 'Show Agent Name and Avatar' option is selected.
- Initiate the live agent chat.
Notice that the initials in the avatar for the agent are coming from the name in
the sys_user table.
|
|
Agent Workspace
PRB1375816
|
The New button in forms does not work during the
upgrade |
During the Updating Schema and Loading Plugins halfway stage, the
New button does not work in any form in the workspace. |
|
|
Agent Workspace
PRB1390847
|
The ribbon is not visible in the form when the page first loads |
In Workspace, when any record with a ribbon is opened, the ribbons are not
showing the first time the user loads the page. If the form is reloaded, the ribbon
appears. |
- On a base Orlando instance, install the Event Management plugin
(com.glideapp.itom.snac) with demo data.
- Navigate to .
- Click Most critical.
- In the pop-up that appears, click Alerts.
- In the form, navigate to the related alerts related list and select any
alert.
Notice that the ribbons are not shown for the alert. If you reload the page, the
ribbons appear.
|
|
Agent Workspace
PRB1398421
|
Incident record numbers are incrementing by 2 when reference fields are
set |
|
- From an incident list, click New to open a new record,
and make note of the record number.
- Set the Caller field, and do not save.
- Repeat Step 1.
The new records should increment by 1, but currently they are not.
This issue only happens with incidents, and it only happens when reference fields
in the 'Incident' section (Caller, Assigned To, Assignment Group) are set.
|
|
Agent Workspace
PRB1400705
|
When composing an email using a smaller screen, there is no vertical
scrollbar |
|
|
|
Agent Workspace
PRB1402658
|
Users are unable to enter a phone number with the prefix as 0 in a phone_number
field |
|
- Log in to an Orlando or New York instance.
- Navigate to Agent Workspace.
- Open the incident list and open any incident with a non-empty caller.
- Click the reference icon to open the user profile in a separate tab.
- Update the business phone field to '06123456'.
Expected behavior: The user should be able to set a phone number with 0 as
prefix on non-E164 field. However, this validation is not there in UI16. Doing the
same from the sys_user form works properly.
Actual behavior: Users see a 'Please check your number conforms with
country and try again' message. Performing the same actions from the sys_user form
works properly.
|
|
Agent Workspace
PRB1403291
|
German umlaut characters are pasted as their HTML entity equivalents when the
'Copy to clipboard' link is used for the response templates in Agent
Workspace |
When a response template includes German umlaut characters such as ä, ü, and ö
(or French apostrophes like ê) and users try to use it in Agent Workspace, the
copied HTML is transformed. For example, 'für' becomes 'für'. The issue
does not occur when the user copies the text manually via Ctrl+C and then pastes
into the comment field in Agent Workspace. |
|
|
Agent Workspace
PRB1407224
|
Forms do not load after upgrading |
Issues with upgrading component JavaScript in Agent Workspace cause forms to
not load after the upgrade. |
- Start the upgrade.
- If the instance is already upgraded, update the glide.uxf.nxui_engine_version
property value to '6' and the instance will behave as it does during the
upgrade.
- Navigate to /workspace.
Notice that the form does not load.
|
|
Agile Development
PRB1402422
|
The Story/Task Board owner is not set to the current user on the first access
even if the user has appropriate scrum roles |
|
- Create an agile group with several users that have the scrum_master
role.
One of the user names added to the list should begin with the letter
'A'.
- Impersonate one of the agile group users that does not start with 'A'.
- Navigate to .
- Create a sprint and add stories.
- Start the sprint.
You should be automatically directed to Sprint Tracking and either the Story
Board or the Task Board. Currently, the owner should be the impersonated user (as
long as they have the scrum_master role). However, notice that the owner of the
board is always the first user (based on the user field) of the agile group.
|
|
Application Portfolio Management (APM)
PRB1406654
|
Users are unable to create an idea when APM is installed first and then PPM
standard is installed |
When the APM plugin is installed first and then PPM standard is installed,
users are unable to create an idea in the Idea Portal. |
|
|
Application Portfolio Management (APM)
PRB1409390
|
Application Portfolio Management tables did not change to global scope after
upgrading due to customizations of table records |
The cmdb_ci_business_app table was originally part of the 'Application
Portfolio Management' scope in Jakarta. The table was customized and 'Replace on
Upgrade' was set to false. In the base instance, the table was moved to the 'Global'
scope. Because of the customization, this table was not updated and the table did
not change to the 'Global' scope. |
- Install the Application Portfolio Management plugin.
- Navigate to sys_db_object.list and search for cmdb_ci_business_app.
- In the record, from the notification message regarding the app scope, select
the hyperlink which allows you to edit the record.
- Configure the form and make any change to the record (for example, select
'Extensible') and save.
This triggers the change in 'replace_on_upgrade' and
set it to 'false'.
- Upgrade the instance to any version after Kingston.
- Navigate to sys_db_object.list and search for cmdb_ci_business_app.
Expected behavior: Notice the application scope for the record. The table
should be changed to the 'Global' scope, as it is in the base instance.
Actual behavior: The table remains in the 'Application Portfolio
Management' scope.
|
|
Automated Test Framework
PRB1384576
|
Opening an existing Click Component step does not show the saved
component |
Opening an existing Click Component step does not show the saved component, and
shows the placeholder 'Select a UI component'. This is cosmetic, and the step still
functions as expected and users' previously saved component is selected when they
open the component list. |
- Create a test that navigates to any existing UI page.
- Add a Click Component (Custom UI) step.
- Retrieve the components so the step can be built.
- In the 'Component' list, select any component and save the step.
- Reopen the step.
Expected behavior: The component you saved in Step 4 is preselected in the
list.
Actual behavior: The component you selected in Step 4 is not shown in the
'Component' list. It shows the placeholder 'Select a UI component'.
|
|
Change Management
PRB1381213
KB0815220
|
Standard change read-only fields are not saving the default values |
After upgrading to New York, standard change requests are created with the type
set to 'None' instead of 'Standard'. The field type is set to read-only and enforced
through standard change properties. Any field that is added to the read-only list of
the standard change properties (for example, Type) and is not set within the
template, does not keep its value and a message is shown stating that the field has
been modified. |
- On the Standard Change Properties screen, add a Type field to 'List of fields
that cannot be altered on a Change Request created from a Standard Change
Template'.
- Create a standard change, and navigate to .
- Select .
- On the header of the Change form, right-click and select
Save.
- On the Change form, change Assignment Group and click
Save.
Notice that the following error messages appear: 'Fields Type populated from a
Standard Change Template cannot be modified. Type cannot be changed to standard
for Change Requests. Invalid update'.
|
|
Change Management
PRB1406349
|
The CAB meeting 'Refresh agenda items' option sends an email to all attendees
instead of new attendees only |
Selecting 'Refresh agenda items' and choosing 'Yes' for 'Would you like to send
meeting invites to any new or updated attendees?' sends the email to all attendees
instead of new attendees only. |
- Create a CAB meeting.
- Navigate to Agenda Management and set 'Use filter criteria to drive Change
Request date range' to true.
- Set 'Change Request addition conditions', for example, 'short description
contains update'.
- Navigate to the 'Attendees' related list and personalize the list columns to
add the 'Created' and 'Updated' columns.
- Click Refresh agenda items and choose 'Yes' for 'Would
you like to send meeting invites to any new or updated attendees?' to send the
meeting invitation emails.
This adds the agenda items and attendee
records.
- Click Refresh agenda items again and choose 'Yes' for
the question 'Once the agenda items have been refreshed, would you like to send
meeting invites to any new or updated attendees?'
Observe that attendee records are recreated, and the 'Created' and 'Updated'
columns are also updated. As the result, the invitation email is sent out again to
all attendees.
|
|
Cloud Management Application
PRB1374407
|
In the sn_capi_ resource_type table, the Patterns column does not point to the
respective content by default |
|
- Log in to an instance.
- Navigate to the sn_capi_resource_type table.
Notice that the Patterns column has no patterns pointed to it.
|
|
Cloud Management Application
PRB1379619
|
Add an auto-flush for sn_cmp_order_ step_result_chunk |
An auto-flush is needed to clean up records in sn_cmp_ order_step_result_chunk.
The condition should be based on the Cloud API and Cloud Management plugins that
have been activated. If the Cloud API plugin is activated, a filter is not needed to
check for the stack status tied to the order. If the Cloud Management plugin is
activated, a filter is needed to check for any active stacks associated with the
order. |
|
|
Condition Builder
PRB1353473
|
Condition Builder fields show the correct count, but clicking the counter link
opens a list with a different filter and row count |
A condition field in a form uses the Condition Builder UI, which allows it to
filter results from a facts table. The Condition Builder fields show the correct
count, but clicking the counter link opens a list with a different filter and
different row count when the case condition is 'Is one of' and the string contains
special characters. |
- Navigate to the dictionary [sys_dictionary.list] and click
New as the Condition field needs to be dependent on a
field.
- Fill in the form with the following:
- Type: Table Name
- Column label: Test Table Name
- Column name: u_test_table_name
- Submit or save the record.
- Navigate to the dictionary [sys_dictionary.list] and click
New.
- Fill in the form with the following:
- Type: Conditions
- Column label: Test Conditions
- Column name: u_test_conditions
- Submit or save the record.
- Navigate back to the record you created and switch to Advanced View from the
related lists.
This makes the Attribute field available
on the form.
- Input the following in Attributes: show_condition_count=true, readable=true,
condition_builder=v2, allow_related_list_query=true
- Navigate to the Dependent Field tab on the dictionary
form:
- Check the 'Use Dependent Field' flag
- Select 'Test Table Name' as 'Dependent on field'
- Save the record.
- Navigate to the Groups list and create a group called 'Help &
Assistance'.
- Open the incident form.
- Add the new fields 'Test Conditions' and 'Test Table Name' to the form.
- From the 'Test Table Name' field, select the table 'sys_user_group'.
The
condition should be 'Name' 'is one of' and 'Customer Service Support, Help
& Assistance'.
- Click Preview.
The counter link appears and states '2
records match condition'.
- Click the counter link.
It will open in a new browser tab and it is listing
only the group 'Customer Service Support'. Notice that the filter breadcrumb
says 'All > Name in Customer Service Support, Help'.
- Expand the filter.
Notice that the group name 'Help & Assistance' is truncated to only 'Help',
meaning that the special character '&' and everything after it is ignored.
|
|
Condition Builder
PRB1360974
KB0820677
|
The reference field and glide list fields do not display reference value
editors |
When the reference field or a glide list field has a list with a '--None--'
list specification, users are not able to see the value when they switch to the new
report UI. |
- Create a reference field in the cmdb_ci_service table as below:
- Type: Reference
- Column label: Business Unit
- Reference (under the Reference Specification tab):
Business Unit (business_unit)
- Choice (under the Choice List Specification tab):
Dropdown with --None--
- Submit the form and then navigate to .
- Switch to Classic UI and fill in the fields as the following:
- Data: Table, Business Service
- Type: List
- Click Add Filter Condition and choose [Business Unit]
[is] [IT].
- Save the report and then click Switch to new UI.
- Click the condition builder to see the filters.
Expected behavior: Users should be able to see the value of the field.
Actual behavior: Users are not able to see the value of the reference
field in the filter. However, users can see the value in Classic UI.
|
|
Condition Builder
PRB1398592
|
Unable to filter on variables in the sc_task table in the Visual Task Board,
the Save changes button is grayed out |
Users are unable to filter on variables in the sc_task table in the Visual Task
Board. The Save changes button is grayed out. The same filter
in the list view works fine. This issue can be reproduced in Madrid, New York, and
Orlando. |
|
|
Configuration Management Database (CMDB)
PRB1385426
|
De-duplication tasks fail when there are other tasks, like stale tasks, even if
the stale tasks are set to closed complete |
De-duplication tasks fail when there are other tasks, like stale, even if stale
tasks are set to closed complete. Users will see the following in the work notes
even after selecting the reference field from the slush bucket CIs Affected
[task_ci] Configuration Item: 'Error modifying the reference field Configuration
Item in CIs Affected [task_ci] in the following records to reference the master
CI'. |
|
|
Configuration Management Database (CMDB)
PRB1396722
|
The CMDB Search plugin causes wild card queries to CMDB when using global
search |
When the CMDB Search plugin is activated in an instance, it changes the
behavior of how the CMDB is searched when using global search. The plugin changes
the query to a wild card search, causing performance issues on instances where
global search is used heavily. |
|
|
Configuration Management Database (CMDB)
PRB1401404
|
When a reconciliation definition is added, multiple data source histories are
shown even when there are no updates to a CI |
|
- Create a reconciliation definition on cmdb_ci_linux_server.
- Set the Data source as 'ServiceNow' and Reconciliation Definition table as
'cmdb_reconciliation_definition'.
- Run an IRE script to update a record.
Notice the data source history. You can see multiple records, but there are no
updates.
|
|
Configuration Management Database (CMDB)
PRB1402556
|
Memory usage spike during dependent CI duplicate processing with a large number
of duplicates |
|
|
|
Configuration Management Database (CMDB)
PRB1402772
|
Needs to have the ability to skip problematic attributes and notify the skipped
ones on the UI form |
On some occasions, Oracle DB instances may have the CLOB type data types on
tables. When users use the duplicate remediation tool on these tables, the remediate
option may fail with the following error: 'Failed to load basic information.
java.lang. NullPointerException Check logs for error trace or enables
glide.rest.debug property to verify REST request processing'. |
|
|
Core Platform
PRB1408149
|
With the introduction of Business Calendar from the New York release, condition
builder doesn't allow the date/time fields to filter with fiscal calendar
values |
|
- Activate the plugin com.snc.fiscal_calendar.
- Type 'generate' in the navigator and generate the fiscal calendar values (set
'Start year' to previous year and 'End year' to next year).
- Navigate to calendars_for_package.
- Create 4 new records with Calendar = Fiscal Quarter/Fiscal Period/Fiscal Year/
Fiscal Week and Package = (empty).
- Navigate to any table that has no package name, for example,
sys_choice.list.
- Set the condition filter to 'Created on'.
Expected behavior: The condition filter 'Created on' list should show
values for the fiscal calendar. For example, 'Created on' 'This Fiscal Quarter',
or 'This Fiscal Year'.
Actual behavior: The condition filter 'Created on' list does not show
values for the fiscal calendar.
|
|
Customer Service Management
PRB1378591
KB0819116
|
Special handling notes do not wrap around |
The content in the special handling notes does not wrap, with words splitting
up into the next line, instead of showing as in the message on the SHN form. A
property 'word-break:break-all' was added to the SHN CSS to avoid scroll bars when
large messages are present on the modal. This property breaks the words while
wrapping text. |
- Create a special handling note on any Incident record.
- Set Display as pop-up alert to true on the Special Handling Notes form.
- Navigate to the Incident form and add the Special Handling Notes pop-up from
the form layout.
- Reload the form and find the special handling note.
The content in the special handling notes does not wrap, with words splitting up
into the next line instead of showing as given in the message on the SHN form.
|
|
Customer Service Management
PRB1406556
|
The attachment section is not visible on the case page on the CSM and CSP
portals |
|
- Log in to the CSM portal.
- Create a product case.
- Add an attachment while creating a case.
- Click Submit.
Expected behavior: The attachment section should be visible on the case
page.
Actual behavior: The attachment section is not visible on the case
page.
|
|
Customer Service Management
PRB1411770
|
Unable to add affected install base items to Case in workspace |
|
|
|
Discovery
PRB1303521
KB0712440
|
The MSSql DB On Windows pattern does not create the expected 'Runs::Runs'
relationships between the clusterable SQL instances and their Windows
cluster |
|
Refer to the listed KB article for details.
|
|
Discovery
PRB1364905
|
When the context for an SNMP session is set, sysObjectId cannot be retrieved
which causes bridge port, spanning tree, and forwarding table probes to timeout and
fail |
For every SNMP probe, before running the OIDs part of the MIB, the credentials
are tested by querying for sysObjectId. But for forwarding table, bridge port, and
spanning tree probes, the context is set when creating the SNMP session. In some
cases, devices don't respond to sysObjectId when context is set and this will cause
the probe to time out. |
- For a switch, query for sysOjectId from any SNMP tool without setting
context.
Notice that the value is fetched successfully.
- Set the context pointing to one of the switch's VLANs and query for
sysObjectId.
The query fails.
|
|
Discovery
PRB1379510
KB0791899
|
Users receive an error during storage discovery identification |
The discovery of a storage system (for example, a storage name with ','
separated) fails during the identification phase with the error: 'CMDB
Identification Error: In payload missing minimum set of input values for criterion
(matching) attributes from identify rule for table [cmdb_ci_wbem_service]. Add these
input values in payload item...'. |
Refer to the listed KB article for details.
|
|
Discovery
PRB1383095
|
When two SNMPv3 credentials exist with the same username, SNMP discovery
creates an affinity record with the invalid credentials record if it has higher
priority |
When having two active credential records with the same credentials ID, an
affinity is created with the incorrect credential record when discovering a device
that is only accessible through the other credential record. Therefore, the next
credential is not tried in the same run leading to the discovery failure. |
- Install the Discovery plugin and configure a MID Server.
- Set up two SNMPv3 credentials with the same username value but different
authentication key and privacy key values:
- Make sure that both records are active.
- Give a higher priority (a lower order number) to the invalid credential
record for it to be used first.
- Make sure to clear out any credential affinities for the IP you are going to
be scanning.
- Restart the MID Server.
- Run a discovery scan against a group of at least two SNMPv3 devices that
should work with the valid credential.
Expected behavior: Only the valid credential will be used and an affinity
to that record should be created.
Actual behavior: An affinity to the invalid credentials record is created
and classify probe fails.
This issue is only sometimes reproducible, and usually the more SNMP devices you
scan in the same schedule, the better chance you have of being able to
reproduce.
|
|
Discovery
PRB1391015
|
Unable to invoke the script include (CI and MakeandModelJS) from the pre-sensor
pattern script 'Handle Model and Manufacturer for HMC' |
Users are unable to invoke the script include (CI and MakeandModelJS) from the
pre-sensor pattern script 'Handle Model and Manufacturer for HMC', which results in
the CI not being created. This issue is due to the different scopes of pre-sensor
script and script includes that are being invoked from the pre-sensor pattern. The
pre-sensor script 'Handle Model and Manufacturer for HMC' is in the Discovery and
Service Mapping Patterns scope, and the script includes CI and MakeAndModelJS, which
are being invoked from the pre-sensor script, are in the global scope. |
|
|
Discovery
PRB1391091
|
Issues with multiple CIM credentials where incorrect credentials are picked up
when users discover storage devices |
In New York, when there are multiple CIM credentials with the same
priority/order and a discovery is run, the correct credential will not be picked up
and users receive an 'Access denied' message returned from the CimProbe in the MID
server logs. When examining the returned payload, users notice that the correct
credential is not being used. This is because there is already a credential affinity
for the IP on the other credential. However, removing all credential IPs and then
running the discovery again results in no credential being used. This still fails,
but does not say that access is denied. |
|
|
Discovery
PRB1400563
|
The Pattern Debugger throws the message 'Debugger payload size exceeded Maximum
size' |
Even after increasing the value of mid.discovery.max _pattern_payload_size to a
higher value, the message still appears. |
|
|
Discovery
PRB1404099
|
Issues with inaccurate ITOM Licensing counting scripts and usage analytics
definitions |
Some licensing scripts and usage analytics definitions are dependent on plugins
that users don't necessarily have to activate for counting to be applied. For
example, users do not have to have Discovery installed if they own a visibility
product (even though they are entitled to it) and the visibility counting scripts
are contained within the Discovery Core plugin. If users only have Event Management
installed but not Discovery, the licensing counting scripts will not run and will
report incorrect data. Usage analytics definitions are also scattered in plugins
that don't necessarily have to be activated. |
|
|
Discovery
PRB1406117
|
Excessive updates on the cmdb_sam_ sw_install table cause a read replication
lag |
The cmdb_sam_sw_install table is getting excessively updated. This is causing
read replication lag, where users may encounter updates of over 20M within a short
time span. Even if there isn't new data against the record itself, the last_scanned
field is being updated to the new day, which causes the lag. |
- Run discovery with SAM installed against a large-scale instance where the
cmdb_sam_sw_install table is being updated.
- Check the read replication lag to determine if cmdb_sam_sw_install is being
excessively updated.
|
|
Discovery
PRB1411036
|
The utilization of scanDirectoriesForPattern in Pattern has issues regarding
the 'find' command, causing CPU performance issues on the targeted machine |
The 'find' command causes CPU performance issues on the targeted devices, and
it doesn't return valid results. |
|
|
Email
PRB1409464
|
Adding support for Apple push notifications for 'Direct' apps |
Due to Apple’s deprecation of its legacy binary protocol starting from November
2020, Apple push notifications for 'Direct' apps will stop working after the
deprecation. Therefore, support is added for the new API in advance of the
deprecation.
This PRB applies only to users with white-label apps and custom mobile apps that
use the ‘Direct’ protocol to interact directly with Apple. These users must be on
a release with this fix by Apple’s deprecation date in November 2020.
For more information, refer to Create a push application
record for your custom app
and Push notification
system.
|
If you have a ServiceNow Branded Mobile Application, or have developed your own
mobile application:
- Configure the push application (sys_push_application) to type=Direct and add a
certificate.
- Log in from the Mobile app to create a sys_push_notif_app_install and the
related preference data.
- Send a push notification direct to Apple.
Apple should deliver the push notification to the device.
|
|
Encryption/Cryptography
PRB1392062
KB0819224
|
'My Company Applications' will not load if the Key Management Framework plugin
is installed in Orlando |
Trying to load 'My Company Applications' ($mycompanyappsmgmt.do) in Orlando
with the Key Management Framework (com.glide.kmf.global) plugin installed is not
possible as an admin. |
- In the Orlando release, make sure the Key Management Framework
(com.glide.kmf.global) plugin is installed.
- Impersonate as an admin user.
- Load .
|
|
Encryption/Cryptography
PRB1398062
KB0821265
|
Using the encryption support plugin (com.glide.encryption) in Orlando,
encrypted attachments show up as a broken thumbnail in the activity stream |
In Orlando, when using the encryption support plugin (com.glide.encryption) and
encrypting attachments, they show up as a broken thumbnail in the activity stream.
However, clicking the broken thumbnail allows users to see the attachment. |
Refer to the listed KB article for details.
|
|
Event Management
PRB1402511
|
Enhancements related to unknown license events in license calculation |
|
|
|
Flow Designer
PRB1370869
|
Reference fields hold a JSON expression instead of a sys_id |
Setting a 'looked up' value on a reference type field through a flow using the
data pill picker does not set the record's sys_id. Instead, a JSON expression is
set. For example, '<assignment_group display_value="">Application
Development</assignment_group>'. As a result, incident.assignment_group has an
empty display value. |
|
|
Flow Designer
PRB1380607
|
The 'Processing' modal does not disappear when saving a flow that contains an
action with a Dynamic Object output |
|
- Enable the plugins com.glide.hub.flow_ designer_introspection and
com.glide.hub.flow_ designer_introspection.demo.
- In Flow Designer, open the action 'Get ServiceNow Object Schema - Dynamic' and
modify the REST step's connection alias to something valid for your
instance.
- Publish the action.
- Create an action.
- In the new action, add an input of type String and an output of type Dynamic
Object.
- In the Dynamic Options section, select the action 'Get ServiceNow Object
Schema - Dynamic'.
- Type 'incident' in the table input under Dynamic Options.
- Exit edit mode and drag the input data pill to the value of the Dynamic Object
output's value field.
- Publish the action.
- Create a flow.
- Add any trigger and add the action that you created.
- Open Chrome dev tools, then save your flow.
Observe that the flow is saved successfully, but the 'Processing' modal stays on
the page and an error appears in console.
|
|
Flow Designer
PRB1393111
|
Dynamic template fields are automatically added when clicking
f(x) |
|
- Open the flow.
- Pass the input 'variable' with value number.
- Add fields for the input 'variable1'.
- Add 2-3 fields and add any desired values.
- Click the Add fields button of the 'variable2'
input.
- Add a field to the form and click f(x).
Observe that the empty fields (the same number added for the input 'variable1')
are auto-added. The metadata actions used for the two dynamic template inputs are
not the same. When using the metadata action, the fields and the previous inputs'
values would also be auto-populated. This hinders performance for the
SuccessFactors spoke.
|
|
Flow Designer
PRB1393953
|
When a 'Wait for Condition' action is used with variables, the condition is not
saved |
|
- Create a catalog item of any kind.
- Create a select box variable (Yes, No).
- Create a Flow Designer.
- In the actions, add 'Create Catalog Task' and 'Wait for Condition'.
- Uncheck the 'Wait in the Create Catalog Task' action.
The table to be used
is a requested item in the Wait for Condition.
- In the condition of the 'Wait for Condition' action, select
Variables.
- In the Operator, select Is.
- In the Value, select Yes.
- Click Done.
Expected behavior: The filter should be saved.
Actual behavior: The filter condition is reverted.
|
|
Flow Designer
PRB1395502
|
The inline script on template fields is not working on individual
fields |
|
- Create a flow.
- Add a 'Create' or 'Update Record' action.
- Select a table.
- Click Add Field to add a field.
- Add another field and click the fx button to add inline
script.
Expected behavior: You are allowed to apply inline script for that
field.
Actual behavior: Clicking takes up all of the fields, as though you
clicked the whole field fx button.
|
|
Flow Designer
PRB1403908
|
Attachment error in the rest step |
The systable of the datasource reference is not visible in scoped apps. |
|
|
Forms and Fields
PRB1378667
|
Published workflow activities are not showing details when hovering on an
activity |
When opening a published workflow in the workflow editor, hovering over the
activity does not show the activity's details, such as script. |
|
|
Governance, Risk and Compliance
PRB1405373
|
A few sys dictionary columns in the entity filters table are created in the
global scope |
This issue of columns being changed to the global scope is only happening for
the sys_dictionary table, and not any other metadata table. |
|
|
Guided Tours
PRB1383418
|
After activating the Agile Development 2.0 and Communities plugins, Guided Tour
records are created without a value for the tour ID |
When users activate the Agile Development 2.0 and Communities plugins, 5 new
Guided Tours are added. However, none of them has a tour ID. When users create a
tour via 'Create Tour' in Guided Tours, they get the following error when they
submit: 'Another tour with the tour ID already exists. Choose a different ID'. If
users add a tour ID to tours without an ID, the error will no longer occur. All base
instance guided tours should have a tour ID to prevent this error from
occurring. |
- In a new instance, navigate to .
Notice that all guided tour records have a tour ID.
- Navigate to , complete the form and select Submit.
No
errors occur and a Guided Tour record is created.
- Activate the Communities plugin and the Agile Development 2.0 plugin.
- Navigate to .
Notice 5 additional Guided Tour records were added without a
value for the tour ID.
- Navigate to , fill out the form, and select
Submit.
You receive the error 'Another tour with the tour ID already exists. Choose a
different ID'.
|
|
Human Resources Service Management
PRB1382461
KB0811724
|
The incorrect recipients are added to Lifecycle Activity Notification events
when those recipients are related to empty groups |
Lifecycle Activity Notification fired by the sn_hr_le.notification_activity
event contains incorrect recipients. The recipients are added by the events
generated by Lifecycle Event Notification workflow, which could add users related to
empty groups. |
Refer to the listed KB article for details.
|
|
Human Resources Service Management
PRB1385888
|
HR Case Priority is not updating to the default value in the property
sn_hr_core.hr_vip_ default_priority |
After setting the property 'Default case priority for VIP requestor'
(sn_hr_core. hr_vip_default_priority) to a certain value, the priority of an HR case
for VIP users is not set to that default value. |
|
|
Human Resources Service Management
PRB1390712
|
When the user has more than 300 completed to-dos, it doesn't return any open
to-dos and hence, no to-dos are shown under the Open tab |
When the user has more than 300 completed to-dos, which typically have due
dates that are prior to open to-dos, the first step above doesn't return any open
to-dos and hence, no to-dos will be shown under the Open tab, though the To-dos
badge in ESC shows that there are open to-dos. |
- Log in to a New York/Orlando instance.
- Make sure that the user has more than 300 completed todos and also a few open
todos.
- Navigate to the ESC portal and check the todos tab.
Notice that it doesn't show any open todos.
|
|
Human Resources Service Management
PRB1397702
KB0827181
|
Not able to add attachments in the article body in HR knowledge
articles |
|
Refer to the listed KB article for details.
|
|
Human Resources Service Management
PRB1398831
KB0829021
|
The Lifecycle event progress field is corrupted on the
older lifecycle event cases upon upgrading |
|
Refer to the listed KB article for details.
|
|
Import / Export
PRB1394115
|
Slow import data loading rate for SCCM on the first attempt to import an
instance |
This issue is reproducible when it's the first time to import SCCM data on an
instance. |
|
|
Instance Data Replication feature
PRB1387953
|
Add a description to the IDR plugin to clarify that it should not be installed
as a user with elevated privileges |
Update the IDR plugin description to specify that it requires the submission of
a request to activate for any instance. |
|
|
Instance Security Center
PRB1405669
|
Change the link to the hardening guide to point to the documentation
site |
|
|
|
IT Operations Management
PRB1405927
|
The ITOM license summary does not show the ITOM SU subscriptions |
When navigating to the ITOM license summary, some ITOM SU-based subscriptions
do not appear. |
|
|
Knowledge Management
PRB1382251
|
The browser back button does not work properly in kb_article or kb_article_view
pages because of the extra redirect to a URL with a sys_kb_id parameter |
|
- Navigate to any Service Portal.
- Open a knowledge article.
- Click Copy Permalink on the article page.
The URL
will have the following format
/sp?id=kb_article&sysparm_article=KB00XXXXX.
- Open any KB article that is accessible from the Service Portal and edit its
content to include a hyperlink to the article opened in Step 3.
- Paste the copied permalink from Step 3.
- Open the KB article edited in Step 4 in Service Portal and click the added
hyperlink.
It will redirect to a URL with the format:
/sp?id=kb_article&sysparm_article=KB00XX&sys_kb_id=XXX
- Click the back button in the browser.
Expected behavior: The user is expecting to go back to the same page. The
browsing experience should not be impacted.
Actual behavior: The user is stuck in the KB article and cannot browse
back to previous pages.
|
|
Knowledge Management
PRB1386715
|
Some users are not able to see knowledge bases in the knowledge base facet when
the glide.knowman. search.apply_acls property is true |
Non-admin users are not able to see knowledge bases in the knowledge base facet
when the glide.knowman.search. apply_acls property is true. |
|
|
Knowledge Management
PRB1402794
|
Using the Preview Article with Blocks UI action for
articles in the 'Review' workflow state returns a 'Knowledge record not found' error
on the kb_block_preview _as_user page |
|
- Create a knowledge base.
- Create a knowledge block in the base and publish it.
- Create an article in the base and add the block to it.
- Save the article and leave it in the 'Draft' state.
- Click the Preview Article with Blocks related
link.
- Change the workflow state to 'Review' and save.
- Click the Preview Article with Blocks related
link.
The error 'Knowledge record not found' appears. This works as expected for
published articles.
|
|
Knowledge Management
PRB1404612
|
Adding a knowledge block to an article throws an error message after enabling
the knowledge translation |
When adding a knowledge block to the knowledge article, the error 'Language of
article and included blocks must be the same' is received on the knowledge article.
The issue occurs after translation management is configured. Also, clicking the link
'Knowledge blocks in this article are missing translations. Translate the blocks and
reload page to translate this article.' on the 'Compare translations' page directs
to the knowledge blocks list in platform, but it shows no records. |
- Enable the glide.knowman.translation. enable_translation_task property.
- Enable blocks in the knowledge base where the knowledge article will be
created.
- Create a knowledge article.
- Associate a knowledge base with more than one language configured to it.
- Add a knowledge block in the same language to the article.
Expected behavior: After adding a knowledge block of same language, the
error should not appear.
Actual behavior: The error 'Language of article and included blocks must
be the same' is received.
|
|
Knowledge Management
PRB1408837
|
Implementation of SEO tags for Knowledge Management |
Support for SEO tags for canonical URLs, translated Knowledge articles, and
custom tags. Add canonical URLs for different URLs for an article and hreflang
tags for different translations of knowledge articles. Also, add any other custom
header tag required for SEO. This is related to PRB1398981.
For more information, refer to Configure custom SEO tags
for canonical URLs and localized knowledge articles and SEO for canonical URLs and
localized versions of knowledge articles.
|
|
|
Lists
PRB1389053
|
When using 'Group By' in the list view, the 'Show just this group' link is not
working as expected |
When users create a module with the 'URL (from Arguments)' link type and use
single quotes for the JavaScript function arguments in 'sysparm_fixed_query' in the
URL, the single quotes are replaced with the backslash escape character '\' (%5C is
the URL encoded value of the backslash) if the records are grouped by a field and
then one of the grouped links is clicked. |
|
|
Lists
PRB1400406
|
The onCellEdit script does not run if the field is changed via the dependent
field |
If a field is changed on a list via the dependent field, the onCellEdit script
does not run. Actions that should run when fields are changed are not running
correctly. And there are no error messages or any indication that the script did not
run. This issue is reproduced in Orlando and New York. |
|
|
Lists
PRB1409479
|
Error messages are not read by the screen reader for the
Save action |
While the 'Enter a name' error condition is read by screen readers, both the
'Name already in use. Enter another name' and 'Add at least 1 group or user' error
messages are not. |
- Start NVDA.
- From any list, select any row.
- Under 'Actions on selected rows', select New Tag.
- Enter a tag that exists in the system.
This generates a 'Name already in
use. Enter another name' error message.
- Select Save.
Notice that the error message is not
stated by the screen reader upon saving.
- Change 'Viewable by' to 'Groups and Users'.
- Select Save without adding any users or groups.
Notice that the 'Add at least 1 group or user' error message appears, but is not
read by the screen reader.
|
|
MID Server
PRB1371966
|
Processes that are run using executeCommand on the new PowerShell-based WMI
Collector are not closed if they time out |
Processes related to discovery commands are not terminating and remain running
until the server is rebooted. |
|
|
MID Server
PRB1403382
KB0827961
|
The MID Server fails to upgrade from a signed ZIP file version to a non-signed
version, because the instance info is cached |
The MID Server fails to upgrade if the user is upgrading from a signed ZIP file
version to a non-signed version. This can affect production and sub-production
instances. It does not only affect sub-prod instances 'downgrading' after a
clone. |
Refer to the listed KB article for details.
|
|
Mobile Platform
PRB1349850
KB0825550
|
Illegal state exception errors written into the transaction log |
When using virtual tables, an error might be written to the transaction log
related to /api/now/sg /document: 'java.lang.IllegalStateException: Table name
cannot be null'. Also, the transaction time is high. |
Refer to the listed KB article for details.
|
|
Mobile Platform
PRB1404277
|
The instance ID is not properly returned to the mobile client |
This results in issues with push notifications, like users receiving
notifications from instances they are not logged in to. For example, a user could
receive push notifications from one instance, log out, log in to another instance,
and still get push notifications from the first instance. |
|
|
Mobile Studio (non-classic)
PRB1401550
|
The configuration with null tables leads to errors in the table list |
|
|
|
Mobile Studio (non-classic)
PRB1404072
|
Unable to dot-walk on existing smart button records |
|
- Create a smart button record.
- Select a table in the Table field.
- In the Fields field, choose a field either directly on
the record or using dot-walking.
Notice that there os no issue dot-walking at
this point.
- Save the record.
- Try to dot-walk the Fields field again.
Notice that you won't be able to dot-walk and an error appears in the system
log.
|
|
Orchestration
PRB1396466
|
Update the orchestration nodes definition to report available nodes only if
orchestration use is present on the instance |
|
|
|
Patterns
PRB1390986
KB0827935
|
The 'SAP HANA DB' discovery pattern is not populating certain
properties |
The following fields are not set by the pattern: Fully qualified domain name,
IP Address, and Type. |
Run discovery to a server with the HANA database. |
|
Patterns
PRB1405286
|
MQ issue where too many connections are created, which causes maps to
crash |
There is an MQ issue with too many connections on the map. A step is needed to
filter the MQ connections according to the established port, reducing the CI on the
map to create a more accurate connection. |
|
|
Patterns
PRB1405365
|
The 'Amazon AWS Relational Database Service' pattern does not consistently
update the CI 'version' and 'type', even though it is returning values in the
pattern debugger |
|
|
|
Patterns
PRB1409291
|
For discovery in Orlando, there is a failed exploring CI pattern for 'Windows
OS - Servers' |
|
|
|
Performance Analytics
PRB1389573
|
The filter selector for breakdown on text widgets is small and unable to
expand |
|
|
|
Persistence
PRB1384852
|
DBAction.close() does not suppress exceptions |
Issues with exception handling on Oracle can lead to connection exceptions
being suppressed by other unrelated exceptions, so the original cause is lost. It
can also propagate RuntimeException to higher levels, which can kill
threads. |
|
|
Persistence
PRB1387069
|
Sizeclass data is prone to staleness on nodes other than the one where the
TableSizer job runs |
|
- Update the size of a table by inserting or deleting a record.
- Manually execute the TableSizer job ('Collect Table Stats' on
sys_trigger).
- Get the sizeclass from the TableDescriptor of the table from step 1 on the
node where TableSizer ran.
- Get the sizeclass from the TableDescriptor of the table from step 1 on any
other node.
Observe only the node from step 3 has the updated sizeclass.
|
|
Persistence
PRB1404294
|
Users receive stack overflow errors through QuotaFinder.
findMatchingQuotas |
After upgrading the instance, stack overflow errors are seen, which go through
the DBQueryExecutor. getQueryTimeoutSeconds() method. |
|
|
Platform Security
PRB1397297
|
Users cannot add users to groups, but they do not receive error
messages |
When delegated administration is enabled, users are required to have the scoped
admin role for granting that role to other users explicitly, or through other
roles or groups. There are also workflows and batch jobs that are trying to grant
that role. However, those operations fail, and indications are not logged to
explain the failure.
Logging the error messages for such cases is controlled by the property
glide.security.scoped _administration. role.show_error. By default, its value is
false. If users set the property to true, they can see messages like 'You do not
have the role 'sn_templated _snip.template_snippet_reader' which is required to
grant/remove 'sn_templated_snip. template_snippet_reader' under application
administration'.
|
- Make sure that Templated Snippets application, or any other app where
application administration is set to true, is active.
Notice that the admin
role contains sn_templated_snip.template_snippet_admin.
- Create a sys_user_group that has the admin role, for example,
test-scoped-admin.
- As admin, navigate to that group and notice that you can add a member to the
group.
- Try to add a member to the group as a system user.
Notice that there are no messages, but the user was not added to the group.
Un-commenting the line in the script that sets the glide.security.scoped_
administration.role.show_error property to true allows you to see the reason.
Notice that the system user does not have the sn_templated_snip.
template_snippet_admin role and is unable to grant access to the group that
includes that role.
|
|
Platform Security
PRB1401105
|
When record visibility is turned on, the logged in user will impersonate the @
mentioned user, which generates a large number of impersonation events |
To avoid capturing impersonation events when record visibility is turned on, a
new property has been introduced: glide.ui.mentions.check_
record_visibility_log_events. Adding the glide.ui.mentions.check_record_
visibility_log_events property and setting it to false will eliminate the noise
created when many impersonation events are generated. By default, the value when the
glide.ui.mentions.check_record_ visibility_log_events property is not present is
true and will have no effect. Users are still required to use
glide.ui.mentions.check_ record_visibility to turn on record visibility. |
|
|
Project Management
PRB1388100
|
Release management planning console and Gantt chart issue |
Gantt charts in Release Management do not work as expected if the release has a
parent associated with it. |
- Navigate to a release that has a parent.
- Click the Gantt chart UI action.
This expands related
tasks to the view. Notice that no fields can be updated using the list
view.
- Drag a release task, feature, or release that does not have children on to the
Gantt chart to update the end date.
Notice that the duration is now 0 and the
updated record is now a 'planned task' record (planned_task).
- Open the task parent and notice that it is now a planned task.
- Open the main parent.
Notice that the task type is now 'Planned task'.
|
|
Project Management
PRB1390619
|
Canceling a change request closes the project task link but does not close the
parent project task |
If a change request is completed, both the project task link and the project
task will be set to closed complete. For users who cancel the change request, the
project task link is set to closed incomplete, but the project task itself is
remaining in a state of 'Pending'. |
|
|
Project Management
PRB1404092
|
Remove the it_project_manager role from the timeline_admin role |
Previously, the timeline_user role, including it_project_user, was removed.
However, the timeline_admin role including the it_project_manager role still
persists. That role needs to be removed as well. |
|
|
Project Portfolio Management
PRB1404904
|
The task card disappears when users switch between tasks and group tasks in the
time sheet portal |
|
- Install the PMO plugin.
- Create a user with the roles it_project_user, timecard_user, and itil.
- Create a group and add the above created user to the group.
- Create a project.
- Create a task and assign it to the user created in Step 2 using the
Assigned to field.
- Create a task and assign it to the group created in Step 3 using the
Assigned group field.
- Create an incident and assign it to the user created in Step 2.
- Log in as the user created in Step 2.
- Navigate to the timesheet portal.
- Click the Tasks tab and verify that the project task
assigned to the user and the incident is displayed.
- Click the Group Tasks tab.
- Click the Tasks tab again.
Expected behavior: Switching between Tasks and Group Tasks should display
all the task cards properly.
Actual behavior: Notice that the incident task card disappears.
|
|
Reporting
PRB1399098
KB0824809
|
The Pareto chart is not working for 'Group by', 'Duration', or 'Created' in
Orlando |
If 'Group by' is set to 'Duration' or 'Created' in a report with a Pareto
chart, users receive a 'No data to display' message. |
- Log in to an Orlando instance, and navigate to .
- Create a report as below:
- Report name: Pareto
- Source type: Table
- Data source: incident
- Type: Pareto
- Group by: Duration or Created
- Run the report.
Notice that the 'No data to display' message displays. However, if you run the
same report in New York or previous releases, the report works fine.
|
|
Service Catalog
PRB1405267
|
Variables are not hidden in a printer-friendly version |
Variables, like macro and multiple row variables, are not being hidden in the
printer-friendly version. |
- Navigate to .
- Create a multi-row variable set with the title 'MultiRowTest' and click
Save.
- Add the following variables to the multi-row variable set by clicking
New in the 'Variables' tab:
- Click Submit.
- Navigate to the 'Include In' tab and click Edit.
- Select Apple iPad3.
- Click Save, then click
Update.
- Navigate to and open 'Apple iPad3'.
- Add new variable with the following values:
- Type: Macro
- Question: MacroTest
- Navigate to the 'Type Specification' tab.
- Select any macro for 'Macro field' and click
Submit.
- Create a catalog client script as follows:
- Name: HideVariables
- Type: onLoad
- Check 'Applies on Requested Items'.
- Click Submit.
- Click Try it, then Order
Now.
- Navigate to .
- Open a record which is created in step 15.
- Click Settings, then Printer-friendly
version.
|
|
Service Mapping
PRB1357776
|
Performance improvements in Service Model's blob reaper |
Users have encountered an issue in Madrid where the Service Model's blob reaper
took multiple days to run. This occurred when users had around 3 million records in
svc_model_checkpoint and 5 million records in svc_model_obj_service. |
|
|
Service Mapping
PRB1393117
|
Issues with service recomputation working hard on false topology changes, and
unmark boundary of the error node causing the CmdbRuntimeException error |
The following issues have been identified:
- In some cases, false topology changes, which are changes to CI relationships
that don't affect either the topology map or network path, are being digested by
service recomputation, which declares them as valid changes. This eventually
notifies the Impact Tree Builder and may cause high instance load.
- When trying to use 'Unmark Boundary' on a 'failed node' of the map, service
mapping fails with 'com.snc.cmdb. CmdbRuntimeException: Internal Error: expected
record '<sys_id>' is missing from table 'svc_model_obj_service''.
|
|
|
Service Mapping
PRB1398375
|
Service Mapping does not support cross domain application services |
Service Mapping does not support cross domain application services where the
service is in the parent domain and the CIs are in the child domain or vice versa.
This affects MSP users' ability to create and monitor application service impact in
a shared hardware environment. |
|
|
Service Mapping
PRB1404830
|
Tag-based application services are not showing the tagged CI in a VM
instance |
|
- Create a VM instance, server, and application and add the following relations:
- Application Runs on: Runs server
- Server Virtualized by: Virtualizes vm_instance
- Tag the VM instance using the cmdb_key_value table.
- Create an appropriate CI tag category and a service family.
- Generate service candidates and map the application service.
- Recalculate the service.
After the service is calculated, the VM instance does not appear on the map, even
though the VM instance is the tagged CI.
|
|
Service Mapping
PRB1404831
|
Tag-based mapping should handle a case if the cmdb_key_value table contains
invalid records |
A case cmdb_key_value table should be handled even if it contains records with
CIs that don’t exist in the CMDB. Such records should be ignored and do not fail
to create the service. Also enable users to exclude tagged CIs according to their
install status. To do this, add the system property svc_by_tags.install
_status.blacklist with the default value = 'Absent,Retired' and use it in the
tag-based script.
Also, expose tag-based whitelist classes and blacklist install status properties
in the Service Mapping properties.
|
|
|
Service Mapping
PRB1404857
|
All CIs are deleted and added alternatively from business service when clicking
Update with changes from CMDB in the non-leaf
domain |
|
- Install the SM plugin on the instance, and create a service in the non-leaf
domain.
- Connect a CI to it using the cmdb_rel_ci table.
- Convert the service to an application service, and make sure to uncheck
'Update service when CMDB updates'.
- Select 'List CIs'.
Notice that the CI from Step 2 appears in the
list.
- View the map, and make sure the CI from Step 2 appears in it.
- Navigate back to the service form and click Update with changes
from CMDB.
Make sure you uncheck 'Update service when CMDB
updates'.
- Repeat Steps 4 and 5.
Notice that the CI disappears.
- Repeat Step 6.
Notice that the CI appears in the CIs list and map.
|
|
Service Owner Workspace
PRB1395176
|
System admins are now able to view and activate the Service Owner Workspace
plugin in the Plugins module |
|
|
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Service Portal
PRB1368104
|
The date picker shows a blank screen in the order guide of the Now Mobile
app |
|
- In the New York instance, activate the ServiceNow Now Mobile app screens and
the Applet Launcher plugin (com.glide.mobile-employee).
- Create a catalog item with a date type variable on it.
- Add the catalog item to the 'New Hire' order guide rule base.
- Log in to the New York instance using the Now Mobile app.
- Click Services and search for 'New Hire'.
- Select the order guide.
- Fill in the mandatory variables and click Next.
- Select the new item created in Step 2 and click the Date icon.
Notice that the date picker flashes and a blank screen is displayed.
|
|
Service Portal
PRB1387636
|
The purpose of a link is not stated in service catalog forms within Service
Portal |
When requesting an item, if users add an attachment and then move to the
Download attachment button, the button does not indicate
that it will download the file. |
- Submit a request in Service Portal.
- Add an attachment to the request.
- Move the input focus to the attachment icon.
Notice that this link will download the file, but there is nothing to indicate
this to the screen reader user.
|
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Service Portal
PRB1394643
|
The reference field with a value makes the reference field smaller |
The reference variable styling with a value and without a value looks
different. |
|
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Service Portal
PRB1398981
|
Support the ability to add hreflang links, canonical URLs, and custom header
tags at the page level |
This is related to PRB1408837.
For more information, refer to Create and edit a page using
the Service Portal Designer and Enable SEO for canonical
URLs and localized versions of a portal page.
|
|
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Service Portal
PRB1403523
|
Update the query parameter to accept any reference ID, not just sys IDs |
Users require a support configuration for the meta tag using any reference ID,
not just sys IDs, in the URL query parameter. This issue also relates to dynamic
page titles. Changes need to be made to specify any table reference field query
parameter other than sys_id while configuring the dynamic page title.
For more information, refer to Add dynamic titles to a
page, Add meta tags to a public
page, and Create a portal.
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|
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Service Portal
PRB1405772
|
The 'Submit a Form (SP)' step in ATF throws an error while executing |
|
- Navigate to ATF.
- Create a test.
- Add steps (for example, for forms in service portal, 'open a form (SP)', 'set
field values (SP)', 'submit form (SP)').
- Run the test.
Expected behavior: The test should execute without any errors.
Actual behavior: The 'Submit a Form (SP)' step is throwing error while
executing.
|
|
Software Asset Management Professional
PRB1385111
|
Office365 Cloud subscriptions are failing the user subscription import |
The user subscription import shows this error: 'SAM:SampO365Admin: Unhandled
exception for profile : 1abf7e0ddba9c45050803638fc961925 : SyntaxError: Unexpected
token: R: no thrown error'. |
|
|
Software Asset Management Professional
PRB1390345
|
The Adobe subscription integration is not able to bring the subscriptions for
more than one profile of the same kind |
When users have more than one profile for Office 365 or the Adobe subscription
integration, it gets the subscription information of only the first profile. |
- Navigate to .
- Create 2 Adobe profiles.
- Run the job 'SAM - Import User Subscription'.
You will see subscriptions for
only one profile (mostly the first profile based on A-Z).
- Navigate to .
Notice that there are no data for the second profile.
|
|
Software Asset Management Professional
PRB1397741
|
Software subscription display names are incorrectly reset to product codes
instead of software model names on re-import |
|
- Connect the Adobe or Microsoft Office 365 SAM integration.
- Run the 'SAM - Import User Subscriptions' job.
Notice that software
subscription display names are correct.
- Run the 'SAM - Import User Subscriptions' job again.
Expected behavior: Software subscriptions display names reflect the
software model.
Actual behavior: Software subscriptions display names are the product
code.
|
|
Software Asset Management Professional
PRB1401296
KB0823273
|
After enabling the 'Single Currency Mode' system property, users observe an
'onChange script error: RangeError: Invalid currency codes' error message on the
unit_cost and purchased_rights fields |
While creating a software entitlement or changing the unit_cost on existing
entitlements, onChange of software model, purchased rights, and unit cost, a client
script error is thrown under the Unit Cost field of the
Software Entitlement form view. This issue occurs after enabling the 'Single
Currency Mode' system property. |
Refer to the listed KB article for details.
|
|
Software Asset Management Professional
PRB1408279
|
The 'Update classname in installs and corresp' fix script causes a read replica
lag |
|
|
|
Software Asset Management Professional
PRB1409868
|
The Run button is missing in the License Workbench
filter view |
|
|
|
Text Search
PRB1392231
KB0827282
|
Text search threads cause out of memory errors while indexing records with PDF
attachments |
When attaching a large PDF attachment, the text indexing jobs cause high memory
impact on the nodes which leads to out of memory issues. |
Refer to the listed KB article for details.
|
|
UI Components
PRB1402471
|
Update the referrer policy to be configurable to
'no-referrer-when-downgrade' |
|
|
|
Upgrade Engine Issues
PRB1397167
|
For in-family upgrades, file hash is recorded again for unchanged customized
record |
Users notice that for unchanged and customized files, entries are created in
the sys_upgrade_state table. Users see two entries in sys_upgrade_state: one with
the .xml extension and the other without the extension but with the same hash
value. |
|
|
VA-Conversation Server
PRB1407959
|
Offline chats should not be assigned to an agent |
|
- As a guest user, start a chat.
The chat is not accepted by an agent within
the stipulated time (for example, within 30 seconds).
- As the guest user, exit the chat or close the browser session.
- Check the status of this chat request.
Expected behavior: The chat should not be assigned to any other agent.
Actual behavior: Closing the browser or refreshing the browser does not
mark the interaction 'Closed Abandoned'. It is still in the 'New' state after 3-4
minutes and still gets assigned to an agent.
|
|
Vendor Manager Workspace
PRB1395130
|
System admins are now able to view VMW plugins |
System admins are also able to activate the VMW plugin with a valid
subscription.
For more information, refer to Activate Vendor Manager
Workspace.
|
|
|
Virtual Agent Platform
PRB1378820
|
The incorrect message is shown after a live chat times out |
|
- Configure any bot on your instance.
- Link your account with anyone other than system admin.
- Create a live chat.
- Chat with the agent and leave the chat idle until it times out.
Expected behavior: After the chat ends, users should see the '[user] has
left the support session' message.
Actual behavior: Users see the 'system admin has left the support session'
message.
|
|
Virtual Agent Platform
PRB1390436
|
After the NLU midtopic switched-to topic is complete, the flow incorrectly
resumes at the main topic only when in the 'Preview' mode |
|
- Enable NLU as normal.
- Create Topic A with an NLU model and intent, and ensure that the 'NLU
keyboard' is enabled at an input node 1.
- Publish Topic A.
- Create Topic B with an NLU model and intent, and ensure that the 'Resume topic
flow' setting is off for Topic B.
- Publish Topic B.
- Navigate back to Topic A in VA Designer and preview it.
- At Topic A, input node 1, enter a phrase that switches the flow over to Topic
B.
- Verify that the flow is at Topic B, and let Topic B finish.
Expected behavior: The conversation ends when Topic B is finished.
Actual behavior: After Topic B finishes, the control resumes to Topic A.
It asks the same input node 1 question again.
Note: This problem only surfaces when in the 'Preview' mode. It works correctly
when running a topic normally (the Publish mode).
|
|
Virtual Agent Platform
PRB1405380
|
The sync API will not return messages for closed conversations if the user is
guest |
|
- Set the sys_properties glide.cometd.websockets.enabled to false and
com.glide.cs.guest_session_resumable to false.
- Start a guest conversation by navigating to $sn-va-web-client-app.do.
- Transfer to live agent.
- In another browser or an incognito window, log in as an agent and accept the
request.
- In the VA browser developer tools, set to the 'offline' mode.
- Wait long enough for the conversation to end on the agent side (within 30
seconds).
- Switch to the 'online' mode in the VA browser.
Expected behavior: The sync operation should return end conversation
message and separator, and the conversation should appear ended.
Actual behavior: The sync returns no records, and the conversation appears
in progress and the guest appears to be able to send messages.
|
|
Virtual Agent Platform
PRB1405739
|
The removed AMB session should not time out immediately for guest users |
Instead of timing out immediately, there should be a delay to allow for
reconnections. |
- Set glide.cometd.websocket.enable sys_properties record to false and
com.glide.cs.guest_session_resumable to false.
- Initiate a guest user chat session with a live agent.
- In the chat session browser developer tools, set to 'offline'.
- Wait about 15-20 seconds.
- In the chat session browser developer tools, set to 'online'.
Expected behavior: The browser reconnects to AMB and the conversation
continues successfully.
Actual behavior: The conversation is ended within a few seconds of going
offline.
|
|
Virtual Agent Platform
PRB1406432
|
Output messages are queued in a batch and not sent even when scripts are
run |
The logic controlling the batching is in 'MessageSender.
sendImmediately'. |
- On a base instance with Virtual Agent installed, create a test topic by
navigating to .
- Add a text message.
- Add a script action with 'gs.sleep(20000);' in the action expression.
- Add an end message.
- Click Preview.
Expected behavior: The text message shows up before the script is run.
Actual behavior: The text message shows up after the script is run.
|
|
Web Services
PRB1397077
|
The session times out in Agent Workspace while the user is still active |
|
- Set the following properties:
- glide.ui.session.timeout is set to 3
- glide.guest.session_timeout is set to 3
- glide.ui.rotate_sessions is set to 'false'
- Set a timer for 3 minutes.
- Log in and navigate to a task in Agent Workspace.
- Ensure that there is only one tab or window open for your local instance.
- After logging in start the timer,
- Remain inactive for 2.5 minutes.
- Make a comment in the case task.
- Wait until the timer runs out.
After a few seconds, you will see a pop-up showing that the session has
expired.
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