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    Home Orlando Release Notes Orlando release notes Learn about Orlando Available patches and hotfixes Orlando Patch 5

    Orlando Patch 5

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    Orlando Patch 5

    The Orlando Patch 5 release contains important problem fixes.

    Orlando Patch 5 was released on July 1, 2020.
    • Build date: 06-26-2020_1814
    • Build tag: glide-orlando-12-11-2019__patch5-06-17-2020
    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 5 includes 146 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 5 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 5, refer to KB0829816.

    Changes in Orlando Patch 5

    Activate Vendor Manager Workspace
    • The admin role is required.
    • If your organization has purchased the Vendor Manager Workspace subscription, you can subscribe to and activate the plugin. Refer to View the applications and plugins that are included with a subscription to verify if your company has purchased a subscription for Vendor Manager Workspace.
    Add dynamic titles to a page
    • The URL query parameter field is the URL parameter to indicate the record that is being displayed. You can enter any string.
    • The Relevant table column field was added.
    • If more than one dynamic page variables match a variable defined in the Dynamic page title field, the record with the latest Updated date is used.
    Add meta tags to a public page
    • The Relevant table column was added.
    • The URL query parameter field is the URL parameter to indicate the record that is being displayed. You can enter any string.
    Available system properties
    The glide.discovery.sam_batch_update_size property was added, which enables batching the updates to the table cmdb_sam_sw_install when only the field last_scanned in the table has changed.
    Configure custom SEO tags for canonical URLs and localized knowledge articles
    Discover relevant knowledge articles through search engines by adding custom SEO tags for canonical URLs and hreflang tags to the knowledge article view page.
    Create a portal
    The 'Hide portal name' property was added to the Portal form fields.
    Create a push application record for your custom app
    • Custom push apps don't receive push feedback.
    • The APNS Bundle Id field was added.
    Create and edit a page using the Service Portal Designer
    The Use SEO script and SEO script fields were added to the Page fields.
    Enable SEO for canonical URLs and localized versions of a portal page
    Allow users to discover relevant portal pages through search engines by adding SEO tags for canonical URLs and hreflang tags.
    Push notification system
    The push notification system involves several key elements that manage the delivery of push messages and push notification responses.
    Review Customer Service Management roles
    Please refer to KB0829930 for details on the review of Customer Service Management roles.
    SEO for canonical URLs and localized versions of knowledge articles
    Improve the searchability of knowledge articles by adding tags for canonical URLs and hreflang tags for translated knowledge articles.

    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

    Transaction and Session Management

    PRB718833

    KB0715287

    Data exceeding 2MB in a form fails to be saved without a warning message to the user due to Tomcat POST data size limitation

    Refer to the listed KB article for details.

    Lists

    PRB1394458

    KB0822452

    Large white space is displayed at the bottom of the form
    1. Open an Incident form.
    2. Scroll down below where the related lists display.

    Notice that in the Orlando release, the space under the related lists is considerably more than that in previous releases.

    Note: This behavior does not always occur against every Incident record.

    Instance Scan

    PRB1309544

    KB0824729

    The 'Collect Table Per Hierarchy Stats' job and 'Collect Table Stats' jobs can lead to daily flushing of the TableDescriptor cache and performance degradation

    Refer to the listed KB article for details.

    Search UX

    PRB1391904

    KB0818035

    The Homepage Search widget tries to get the user's location after every search in Service Portal in Orlando In the Orlando release, the Homepage Search widget tries to get the user's location after every search. Also, there is no documented system property or widget option that can disable the location pop-up. Adding the sys_property glide.service_portal. disable_location_tracker and setting it to true will turn off the geolocation tracker in all the portal widgets where the geolocation tracker was enabled.

    Refer to the listed KB article for details.

    Discovery

    PRB1380126

    KB0793967

    Discovery is causing IP address flapping During pattern-based discovery, IP address values of the main CI may change and then change back immediately in a subsequent update. This can cause hundreds of unwanted update records in the Audit History table and triggers the update business rules twice. Also, the issue can add flapping clutter to activity streams, baselines and timelines, and unauthorized change request may be created due to the unplanned CI activity.
    1. Create a device with multiple IP addresses (A and B), for instance, a Cisco switch.
    2. Discover the CI for the first time with IP address A.

      Observe that this CI has <ip_address> filled in with IP address A.

    3. Create a discovery with IP address B.

      Observe that the CI in Step 2 still has <ip_address> filled in with IP address A.

    4. Check the Audit History for this CI to see what actually happened in the background.

    Notice that the CI was updated with IP address B and immediately updated back again to IP address A.

    Patterns

    PRB1344228

    The MSSql DB On Windows pattern does not work with domain user credentials entered in the instance due to the way 'sqlcmd' is run When setting applicative credentials with domain user accounts and running the MSSql DB On Windows pattern, all the steps that use the 'sqlcmd' command will fail. However, if the user used is a local one, the command execution succeeds.

    All other fixes

    Problem Short description Description Steps to reproduce

    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
    1. Activate the Advanced Work Assignment plugin.
    2. Add a user to all the service channels.
    3. Navigate to Advanced Work Assignment > Presence States.
    4. Open the available state.
    5. On the service channel, select all service channels from Available and move to Selected.
    6. Impersonate the user added to Service Channels and open Agent Workspace.
    7. Open the inbox page and make yourself available.
    8. Check all available channels.
    9. Open another browser tab.
    10. Open the table awa_agent_channel_availability.
    11. Filter records to only display records for the user logged in to Agent Workspace.
    12. Choose one channel and change its availability from true to false.
    13. 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
    1. Connect to an agent as a guest on another computer.

      The chat starts and messages can be sent back and forth.

    2. Turn the WiFi off for the guest computer.
    3. Wait for the chat to end on the agent's side.
    4. 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
    1. Initiate a chat as a user.
    2. Accept the chat as an agent.
    3. 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.
    1. Initiate a live chat.
    2. End the conversation from the user's side by clicking the End Conversation icon, but do not close or refresh the user's browser.
    3. Click the Start Conversation icon and select 'Contact live agent' from 'Show Me Everything'.
    4. 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.
    1. Upgrade the instance.
    2. Navigate to Chat Setup.
    3. Make sure that the 'Show Agent Name and Avatar' option is selected.
    4. 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.
    1. On a base Orlando instance, install the Event Management plugin (com.glideapp.itom.snac) with demo data.
    2. Navigate to Event Management > Operator Workspace.
    3. Click Most critical.
    4. In the pop-up that appears, click Alerts.
    5. 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
    1. From an incident list, click New to open a new record, and make note of the record number.
    2. Set the Caller field, and do not save.
    3. 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
    1. Log in to an Orlando or New York instance.
    2. Navigate to Agent Workspace.
    3. Open the incident list and open any incident with a non-empty caller.
    4. Click the reference icon to open the user profile in a separate tab.
    5. 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 'f&uuml;r'. 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.
    1. Start the upgrade.
    2. 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.
    3. 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
    1. 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'.

    2. Impersonate one of the agile group users that does not start with 'A'.
    3. Navigate to Agile Board > Sprint Planning.
    4. Create a sprint and add stories.
    5. 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.
    1. Install the Application Portfolio Management plugin.
    2. Navigate to sys_db_object.list and search for cmdb_ci_business_app.
    3. In the record, from the notification message regarding the app scope, select the hyperlink which allows you to edit the record.
    4. 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'.

    5. Upgrade the instance to any version after Kingston.
    6. 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.
    1. Create a test that navigates to any existing UI page.
    2. Add a Click Component (Custom UI) step.
    3. Retrieve the components so the step can be built.
    4. In the 'Component' list, select any component and save the step.
    5. 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.
    1. 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'.
    2. Create a standard change, and navigate to Change > Create New > Select Standard Change from Interceptor.
    3. Select Network Standard Changes > Add network switch to datacenter cabinet.
    4. On the header of the Change form, right-click and select Save.
    5. 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.
    1. Create a CAB meeting.
    2. Navigate to Agenda Management and set 'Use filter criteria to drive Change Request date range' to true.
    3. Set 'Change Request addition conditions', for example, 'short description contains update'.
    4. Navigate to the 'Attendees' related list and personalize the list columns to add the 'Created' and 'Updated' columns.
    5. 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.

    6. 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
    1. Log in to an instance.
    2. 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.
    1. Navigate to the dictionary [sys_dictionary.list] and click New as the Condition field needs to be dependent on a field.
    2. Fill in the form with the following:
      • Type: Table Name
      • Column label: Test Table Name
      • Column name: u_test_table_name
    3. Submit or save the record.
    4. Navigate to the dictionary [sys_dictionary.list] and click New.
    5. Fill in the form with the following:
      • Type: Conditions
      • Column label: Test Conditions
      • Column name: u_test_conditions
    6. Submit or save the record.
    7. 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.

    8. Input the following in Attributes: show_condition_count=true, readable=true, condition_builder=v2, allow_related_list_query=true
    9. Navigate to the Dependent Field tab on the dictionary form:
      • Check the 'Use Dependent Field' flag
      • Select 'Test Table Name' as 'Dependent on field'
    10. Save the record.
    11. Navigate to the Groups list and create a group called 'Help & Assistance'.
    12. Open the incident form.
    13. Add the new fields 'Test Conditions' and 'Test Table Name' to the form.
    14. 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'.

    15. Click Preview.

      The counter link appears and states '2 records match condition'.

    16. 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'.

    17. 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.
    1. 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--
    2. Submit the form and then navigate to Reports > Create New.
    3. Switch to Classic UI and fill in the fields as the following:
      • Data: Table, Business Service
      • Type: List
    4. Click Add Filter Condition and choose [Business Unit] [is] [IT].
    5. Save the report and then click Switch to new UI.
    6. 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
    1. Create a reconciliation definition on cmdb_ci_linux_server.
    2. Set the Data source as 'ServiceNow' and Reconciliation Definition table as 'cmdb_reconciliation_definition'.
    3. 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
    1. Activate the plugin com.snc.fiscal_calendar.
    2. Type 'generate' in the navigator and generate the fiscal calendar values (set 'Start year' to previous year and 'End year' to next year).
    3. Navigate to calendars_for_package.
    4. Create 4 new records with Calendar = Fiscal Quarter/Fiscal Period/Fiscal Year/ Fiscal Week and Package = (empty).
    5. Navigate to any table that has no package name, for example, sys_choice.list.
    6. 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.
    1. Create a special handling note on any Incident record.
    2. Set Display as pop-up alert to true on the Special Handling Notes form.
    3. Navigate to the Incident form and add the Special Handling Notes pop-up from the form layout.
    4. 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
    1. Log in to the CSM portal.
    2. Create a product case.
    3. Add an attachment while creating a case.
    4. 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.
    1. For a switch, query for sysOjectId from any SNMP tool without setting context.

      Notice that the value is fetched successfully.

    2. 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.
    1. Install the Discovery plugin and configure a MID Server.
    2. 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.
    3. Make sure to clear out any credential affinities for the IP you are going to be scanning.
    4. Restart the MID Server.
    5. 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.
    1. Run discovery with SAM installed against a large-scale instance where the cmdb_sam_sw_install table is being updated.
    2. 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:

    1. Configure the push application (sys_push_application) to type=Direct and add a certificate.
    2. Log in from the Mobile app to create a sys_push_notif_app_install and the related preference data.
    3. 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.
    1. In the Orlando release, make sure the Key Management Framework (com.glide.kmf.global) plugin is installed.
    2. Impersonate as an admin user.
    3. Load System Applications > My Company Applications.

    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
    1. Enable the plugins com.glide.hub.flow_ designer_introspection and com.glide.hub.flow_ designer_introspection.demo.
    2. 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.
    3. Publish the action.
    4. Create an action.
    5. In the new action, add an input of type String and an output of type Dynamic Object.
    6. In the Dynamic Options section, select the action 'Get ServiceNow Object Schema - Dynamic'.
    7. Type 'incident' in the table input under Dynamic Options.
    8. Exit edit mode and drag the input data pill to the value of the Dynamic Object output's value field.
    9. Publish the action.
    10. Create a flow.
    11. Add any trigger and add the action that you created.
    12. 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)
    1. Open the flow.
    2. Pass the input 'variable' with value number.
    3. Add fields for the input 'variable1'.
    4. Add 2-3 fields and add any desired values.
    5. Click the Add fields button of the 'variable2' input.
    6. 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
    1. Create a catalog item of any kind.
    2. Create a select box variable (Yes, No).
    3. Create a Flow Designer.
    4. In the actions, add 'Create Catalog Task' and 'Wait for Condition'.
    5. Uncheck the 'Wait in the Create Catalog Task' action.

      The table to be used is a requested item in the Wait for Condition.

    6. In the condition of the 'Wait for Condition' action, select Variables.
    7. In the Operator, select Is.
    8. In the Value, select Yes.
    9. 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
    1. Create a flow.
    2. Add a 'Create' or 'Update Record' action.
    3. Select a table.
    4. Click Add Field to add a field.
    5. 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.
    1. In a new instance, navigate to Guided Tour Designer > Guided Tours.

      Notice that all guided tour records have a tour ID.

    2. Navigate to Guided Tour Designer > Create Tour, complete the form and select Submit.

      No errors occur and a Guided Tour record is created.

    3. Activate the Communities plugin and the Agile Development 2.0 plugin.
    4. Navigate to Guided Tour Designer > Guided Tours.

      Notice 5 additional Guided Tour records were added without a value for the tour ID.

    5. Navigate to Guided Tour Designer > Create Tour, 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.
    1. Log in to a New York/Orlando instance.
    2. Make sure that the user has more than 300 completed todos and also a few open todos.
    3. 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
    1. Navigate to any Service Portal.
    2. Open a knowledge article.
    3. Click Copy Permalink on the article page.

      The URL will have the following format /sp?id=kb_article&sysparm_article=KB00XXXXX.

    4. 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.
    5. Paste the copied permalink from Step 3.
    6. 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

    7. 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
    1. Create a knowledge base.
    2. Create a knowledge block in the base and publish it.
    3. Create an article in the base and add the block to it.
    4. Save the article and leave it in the 'Draft' state.
    5. Click the Preview Article with Blocks related link.
    6. Change the workflow state to 'Review' and save.
    7. 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.
    1. Enable the glide.knowman.translation. enable_translation_task property.
    2. Enable blocks in the knowledge base where the knowledge article will be created.
    3. Create a knowledge article.
    4. Associate a knowledge base with more than one language configured to it.
    5. 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.
    1. Start NVDA.
    2. From any list, select any row.
    3. Under 'Actions on selected rows', select New Tag.
    4. Enter a tag that exists in the system.

      This generates a 'Name already in use. Enter another name' error message.

    5. Select Save.

      Notice that the error message is not stated by the screen reader upon saving.

    6. Change 'Viewable by' to 'Groups and Users'.
    7. 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
    1. Create a smart button record.
    2. Select a table in the Table field.
    3. 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.

    4. Save the record.
    5. 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
    1. Update the size of a table by inserting or deleting a record.
    2. Manually execute the TableSizer job ('Collect Table Stats' on sys_trigger).
    3. Get the sizeclass from the TableDescriptor of the table from step 1 on the node where TableSizer ran.
    4. 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'.

    1. 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.

    2. Create a sys_user_group that has the admin role, for example, test-scoped-admin.
    3. As admin, navigate to that group and notice that you can add a member to the group.
    4. 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.
    1. Navigate to a release that has a parent.
    2. Click the Gantt chart UI action.

      This expands related tasks to the view. Notice that no fields can be updated using the list view.

    3. 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).

    4. Open the task parent and notice that it is now a planned task.
    5. 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
    1. Install the PMO plugin.
    2. Create a user with the roles it_project_user, timecard_user, and itil.
    3. Create a group and add the above created user to the group.
    4. Create a project.
    5. Create a task and assign it to the user created in Step 2 using the Assigned to field.
    6. Create a task and assign it to the group created in Step 3 using the Assigned group field.
    7. Create an incident and assign it to the user created in Step 2.
    8. Log in as the user created in Step 2.
    9. Navigate to the timesheet portal.
    10. Click the Tasks tab and verify that the project task assigned to the user and the incident is displayed.
    11. Click the Group Tasks tab.
    12. 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.
    1. Log in to an Orlando instance, and navigate to Reports > Create New.
    2. Create a report as below:
      • Report name: Pareto
      • Source type: Table
      • Data source: incident
      • Type: Pareto
      • Group by: Duration or Created
    3. 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.
    1. Navigate to Service Catalog > Variable Sets.
    2. Create a multi-row variable set with the title 'MultiRowTest' and click Save.
    3. Add the following variables to the multi-row variable set by clicking New in the 'Variables' tab:
      • Question: A
      • Name: a
    4. Click Submit.
    5. Navigate to the 'Include In' tab and click Edit.
    6. Select Apple iPad3.
    7. Click Save, then click Update.
    8. Navigate to Service Catalog > Maintain Items and open 'Apple iPad3'.
    9. Add new variable with the following values:
      • Type: Macro
      • Question: MacroTest
    10. Navigate to the 'Type Specification' tab.
    11. Select any macro for 'Macro field' and click Submit.
    12. Create a catalog client script as follows:
      • Name: HideVariables
      • Type: onLoad
    13. Check 'Applies on Requested Items'.
    14. Click Submit.
    15. Click Try it, then Order Now.
    16. Navigate to Service Catalog > Items.
    17. Open a record which is created in step 15.
    18. 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:
    1. 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.
    2. 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
    1. Create a VM instance, server, and application and add the following relations:
      • Application Runs on: Runs server
      • Server Virtualized by: Virtualizes vm_instance
    2. Tag the VM instance using the cmdb_key_value table.
    3. Create an appropriate CI tag category and a service family.
    4. Generate service candidates and map the application service.
    5. 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
    1. Install the SM plugin on the instance, and create a service in the non-leaf domain.
    2. Connect a CI to it using the cmdb_rel_ci table.
    3. Convert the service to an application service, and make sure to uncheck 'Update service when CMDB updates'.
    4. Select 'List CIs'.

      Notice that the CI from Step 2 appears in the list.

    5. View the map, and make sure the CI from Step 2 appears in it.
    6. Navigate back to the service form and click Update with changes from CMDB.

      Make sure you uncheck 'Update service when CMDB updates'.

    7. Repeat Steps 4 and 5.

      Notice that the CI disappears.

    8. 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

    Service Portal

    PRB1368104

    The date picker shows a blank screen in the order guide of the Now Mobile app
    1. In the New York instance, activate the ServiceNow Now Mobile app screens and the Applet Launcher plugin (com.glide.mobile-employee).
    2. Create a catalog item with a date type variable on it.
    3. Add the catalog item to the 'New Hire' order guide rule base.
    4. Log in to the New York instance using the Now Mobile app.
    5. Click Services and search for 'New Hire'.
    6. Select the order guide.
    7. Fill in the mandatory variables and click Next.
    8. 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.
    1. Submit a request in Service Portal.
    2. Add an attachment to the request.
    3. 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.

    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.

    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.

    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.

    Service Portal

    PRB1405772

    The 'Submit a Form (SP)' step in ATF throws an error while executing
    1. Navigate to ATF.
    2. Create a test.
    3. Add steps (for example, for forms in service portal, 'open a form (SP)', 'set field values (SP)', 'submit form (SP)').
    4. 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.
    1. Navigate to Application Navigator > SaaS License > Administration > Create a New Profile.
    2. Create 2 Adobe profiles.
    3. Run the job 'SAM - Import User Subscription'.

      You will see subscriptions for only one profile (mostly the first profile based on A-Z).

    4. Navigate to SaaS License > All User Subscriptions.

    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
    1. Connect the Adobe or Microsoft Office 365 SAM integration.
    2. Run the 'SAM - Import User Subscriptions' job.

      Notice that software subscription display names are correct.

    3. 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
    1. As a guest user, start a chat.

      The chat is not accepted by an agent within the stipulated time (for example, within 30 seconds).

    2. As the guest user, exit the chat or close the browser session.
    3. 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
    1. Configure any bot on your instance.
    2. Link your account with anyone other than system admin.
    3. Create a live chat.
    4. 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
    1. Enable NLU as normal.
    2. Create Topic A with an NLU model and intent, and ensure that the 'NLU keyboard' is enabled at an input node 1.
    3. Publish Topic A.
    4. Create Topic B with an NLU model and intent, and ensure that the 'Resume topic flow' setting is off for Topic B.
    5. Publish Topic B.
    6. Navigate back to Topic A in VA Designer and preview it.
    7. At Topic A, input node 1, enter a phrase that switches the flow over to Topic B.
    8. 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
    1. Set the sys_properties glide.cometd.websockets.enabled to false and com.glide.cs.guest_session_resumable to false.
    2. Start a guest conversation by navigating to $sn-va-web-client-app.do.
    3. Transfer to live agent.
    4. In another browser or an incognito window, log in as an agent and accept the request.
    5. In the VA browser developer tools, set to the 'offline' mode.
    6. Wait long enough for the conversation to end on the agent side (within 30 seconds).
    7. 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.
    1. Set glide.cometd.websocket.enable sys_properties record to false and com.glide.cs.guest_session_resumable to false.
    2. Initiate a guest user chat session with a live agent.
    3. In the chat session browser developer tools, set to 'offline'.
    4. Wait about 15-20 seconds.
    5. 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'.
    1. On a base instance with Virtual Agent installed, create a test topic by navigating to Collaboration > Virtual Agent > Designer.
    2. Add a text message.
    3. Add a script action with 'gs.sleep(20000);' in the action expression.
    4. Add an end message.
    5. 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
    1. 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'
    2. Set a timer for 3 minutes.
    3. Log in and navigate to a task in Agent Workspace.
    4. Ensure that there is only one tab or window open for your local instance.
    5. After logging in start the timer,
    6. Remain inactive for 2.5 minutes.
    7. Make a comment in the case task.
    8. Wait until the timer runs out.

    After a few seconds, you will see a pop-up showing that the session has expired.

    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 4a
    • Orlando Patch 4 Hotfix 1
    • Orlando Patch 4
    • Orlando Patch 3 Hotfix 2
    • Orlando Patch 3 Hotfix 1
    • Orlando Patch 3
    • Orlando Patch 2
    • Orlando Patch 1
    • Orlando security and notable fixes
    • All other Orlando fixes

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      Orlando Patch 5

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      Orlando Patch 5

      The Orlando Patch 5 release contains important problem fixes.

      Orlando Patch 5 was released on July 1, 2020.
      • Build date: 06-26-2020_1814
      • Build tag: glide-orlando-12-11-2019__patch5-06-17-2020
      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 5 includes 146 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 5 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 5, refer to KB0829816.

      Changes in Orlando Patch 5

      Activate Vendor Manager Workspace
      • The admin role is required.
      • If your organization has purchased the Vendor Manager Workspace subscription, you can subscribe to and activate the plugin. Refer to View the applications and plugins that are included with a subscription to verify if your company has purchased a subscription for Vendor Manager Workspace.
      Add dynamic titles to a page
      • The URL query parameter field is the URL parameter to indicate the record that is being displayed. You can enter any string.
      • The Relevant table column field was added.
      • If more than one dynamic page variables match a variable defined in the Dynamic page title field, the record with the latest Updated date is used.
      Add meta tags to a public page
      • The Relevant table column was added.
      • The URL query parameter field is the URL parameter to indicate the record that is being displayed. You can enter any string.
      Available system properties
      The glide.discovery.sam_batch_update_size property was added, which enables batching the updates to the table cmdb_sam_sw_install when only the field last_scanned in the table has changed.
      Configure custom SEO tags for canonical URLs and localized knowledge articles
      Discover relevant knowledge articles through search engines by adding custom SEO tags for canonical URLs and hreflang tags to the knowledge article view page.
      Create a portal
      The 'Hide portal name' property was added to the Portal form fields.
      Create a push application record for your custom app
      • Custom push apps don't receive push feedback.
      • The APNS Bundle Id field was added.
      Create and edit a page using the Service Portal Designer
      The Use SEO script and SEO script fields were added to the Page fields.
      Enable SEO for canonical URLs and localized versions of a portal page
      Allow users to discover relevant portal pages through search engines by adding SEO tags for canonical URLs and hreflang tags.
      Push notification system
      The push notification system involves several key elements that manage the delivery of push messages and push notification responses.
      Review Customer Service Management roles
      Please refer to KB0829930 for details on the review of Customer Service Management roles.
      SEO for canonical URLs and localized versions of knowledge articles
      Improve the searchability of knowledge articles by adding tags for canonical URLs and hreflang tags for translated knowledge articles.

      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

      Transaction and Session Management

      PRB718833

      KB0715287

      Data exceeding 2MB in a form fails to be saved without a warning message to the user due to Tomcat POST data size limitation

      Refer to the listed KB article for details.

      Lists

      PRB1394458

      KB0822452

      Large white space is displayed at the bottom of the form
      1. Open an Incident form.
      2. Scroll down below where the related lists display.

      Notice that in the Orlando release, the space under the related lists is considerably more than that in previous releases.

      Note: This behavior does not always occur against every Incident record.

      Instance Scan

      PRB1309544

      KB0824729

      The 'Collect Table Per Hierarchy Stats' job and 'Collect Table Stats' jobs can lead to daily flushing of the TableDescriptor cache and performance degradation

      Refer to the listed KB article for details.

      Search UX

      PRB1391904

      KB0818035

      The Homepage Search widget tries to get the user's location after every search in Service Portal in Orlando In the Orlando release, the Homepage Search widget tries to get the user's location after every search. Also, there is no documented system property or widget option that can disable the location pop-up. Adding the sys_property glide.service_portal. disable_location_tracker and setting it to true will turn off the geolocation tracker in all the portal widgets where the geolocation tracker was enabled.

      Refer to the listed KB article for details.

      Discovery

      PRB1380126

      KB0793967

      Discovery is causing IP address flapping During pattern-based discovery, IP address values of the main CI may change and then change back immediately in a subsequent update. This can cause hundreds of unwanted update records in the Audit History table and triggers the update business rules twice. Also, the issue can add flapping clutter to activity streams, baselines and timelines, and unauthorized change request may be created due to the unplanned CI activity.
      1. Create a device with multiple IP addresses (A and B), for instance, a Cisco switch.
      2. Discover the CI for the first time with IP address A.

        Observe that this CI has <ip_address> filled in with IP address A.

      3. Create a discovery with IP address B.

        Observe that the CI in Step 2 still has <ip_address> filled in with IP address A.

      4. Check the Audit History for this CI to see what actually happened in the background.

      Notice that the CI was updated with IP address B and immediately updated back again to IP address A.

      Patterns

      PRB1344228

      The MSSql DB On Windows pattern does not work with domain user credentials entered in the instance due to the way 'sqlcmd' is run When setting applicative credentials with domain user accounts and running the MSSql DB On Windows pattern, all the steps that use the 'sqlcmd' command will fail. However, if the user used is a local one, the command execution succeeds.

      All other fixes

      Problem Short description Description Steps to reproduce

      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
      1. Activate the Advanced Work Assignment plugin.
      2. Add a user to all the service channels.
      3. Navigate to Advanced Work Assignment > Presence States.
      4. Open the available state.
      5. On the service channel, select all service channels from Available and move to Selected.
      6. Impersonate the user added to Service Channels and open Agent Workspace.
      7. Open the inbox page and make yourself available.
      8. Check all available channels.
      9. Open another browser tab.
      10. Open the table awa_agent_channel_availability.
      11. Filter records to only display records for the user logged in to Agent Workspace.
      12. Choose one channel and change its availability from true to false.
      13. 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
      1. Connect to an agent as a guest on another computer.

        The chat starts and messages can be sent back and forth.

      2. Turn the WiFi off for the guest computer.
      3. Wait for the chat to end on the agent's side.
      4. 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
      1. Initiate a chat as a user.
      2. Accept the chat as an agent.
      3. 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.
      1. Initiate a live chat.
      2. End the conversation from the user's side by clicking the End Conversation icon, but do not close or refresh the user's browser.
      3. Click the Start Conversation icon and select 'Contact live agent' from 'Show Me Everything'.
      4. 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.
      1. Upgrade the instance.
      2. Navigate to Chat Setup.
      3. Make sure that the 'Show Agent Name and Avatar' option is selected.
      4. 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.
      1. On a base Orlando instance, install the Event Management plugin (com.glideapp.itom.snac) with demo data.
      2. Navigate to Event Management > Operator Workspace.
      3. Click Most critical.
      4. In the pop-up that appears, click Alerts.
      5. 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
      1. From an incident list, click New to open a new record, and make note of the record number.
      2. Set the Caller field, and do not save.
      3. 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
      1. Log in to an Orlando or New York instance.
      2. Navigate to Agent Workspace.
      3. Open the incident list and open any incident with a non-empty caller.
      4. Click the reference icon to open the user profile in a separate tab.
      5. 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 'f&uuml;r'. 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.
      1. Start the upgrade.
      2. 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.
      3. 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
      1. 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'.

      2. Impersonate one of the agile group users that does not start with 'A'.
      3. Navigate to Agile Board > Sprint Planning.
      4. Create a sprint and add stories.
      5. 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.
      1. Install the Application Portfolio Management plugin.
      2. Navigate to sys_db_object.list and search for cmdb_ci_business_app.
      3. In the record, from the notification message regarding the app scope, select the hyperlink which allows you to edit the record.
      4. 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'.

      5. Upgrade the instance to any version after Kingston.
      6. 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.
      1. Create a test that navigates to any existing UI page.
      2. Add a Click Component (Custom UI) step.
      3. Retrieve the components so the step can be built.
      4. In the 'Component' list, select any component and save the step.
      5. 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.
      1. 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'.
      2. Create a standard change, and navigate to Change > Create New > Select Standard Change from Interceptor.
      3. Select Network Standard Changes > Add network switch to datacenter cabinet.
      4. On the header of the Change form, right-click and select Save.
      5. 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.
      1. Create a CAB meeting.
      2. Navigate to Agenda Management and set 'Use filter criteria to drive Change Request date range' to true.
      3. Set 'Change Request addition conditions', for example, 'short description contains update'.
      4. Navigate to the 'Attendees' related list and personalize the list columns to add the 'Created' and 'Updated' columns.
      5. 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.

      6. 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
      1. Log in to an instance.
      2. 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.
      1. Navigate to the dictionary [sys_dictionary.list] and click New as the Condition field needs to be dependent on a field.
      2. Fill in the form with the following:
        • Type: Table Name
        • Column label: Test Table Name
        • Column name: u_test_table_name
      3. Submit or save the record.
      4. Navigate to the dictionary [sys_dictionary.list] and click New.
      5. Fill in the form with the following:
        • Type: Conditions
        • Column label: Test Conditions
        • Column name: u_test_conditions
      6. Submit or save the record.
      7. 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.

      8. Input the following in Attributes: show_condition_count=true, readable=true, condition_builder=v2, allow_related_list_query=true
      9. Navigate to the Dependent Field tab on the dictionary form:
        • Check the 'Use Dependent Field' flag
        • Select 'Test Table Name' as 'Dependent on field'
      10. Save the record.
      11. Navigate to the Groups list and create a group called 'Help & Assistance'.
      12. Open the incident form.
      13. Add the new fields 'Test Conditions' and 'Test Table Name' to the form.
      14. 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'.

      15. Click Preview.

        The counter link appears and states '2 records match condition'.

      16. 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'.

      17. 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.
      1. 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--
      2. Submit the form and then navigate to Reports > Create New.
      3. Switch to Classic UI and fill in the fields as the following:
        • Data: Table, Business Service
        • Type: List
      4. Click Add Filter Condition and choose [Business Unit] [is] [IT].
      5. Save the report and then click Switch to new UI.
      6. 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
      1. Create a reconciliation definition on cmdb_ci_linux_server.
      2. Set the Data source as 'ServiceNow' and Reconciliation Definition table as 'cmdb_reconciliation_definition'.
      3. 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
      1. Activate the plugin com.snc.fiscal_calendar.
      2. Type 'generate' in the navigator and generate the fiscal calendar values (set 'Start year' to previous year and 'End year' to next year).
      3. Navigate to calendars_for_package.
      4. Create 4 new records with Calendar = Fiscal Quarter/Fiscal Period/Fiscal Year/ Fiscal Week and Package = (empty).
      5. Navigate to any table that has no package name, for example, sys_choice.list.
      6. 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.
      1. Create a special handling note on any Incident record.
      2. Set Display as pop-up alert to true on the Special Handling Notes form.
      3. Navigate to the Incident form and add the Special Handling Notes pop-up from the form layout.
      4. 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
      1. Log in to the CSM portal.
      2. Create a product case.
      3. Add an attachment while creating a case.
      4. 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.
      1. For a switch, query for sysOjectId from any SNMP tool without setting context.

        Notice that the value is fetched successfully.

      2. 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.
      1. Install the Discovery plugin and configure a MID Server.
      2. 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.
      3. Make sure to clear out any credential affinities for the IP you are going to be scanning.
      4. Restart the MID Server.
      5. 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.
      1. Run discovery with SAM installed against a large-scale instance where the cmdb_sam_sw_install table is being updated.
      2. 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:

      1. Configure the push application (sys_push_application) to type=Direct and add a certificate.
      2. Log in from the Mobile app to create a sys_push_notif_app_install and the related preference data.
      3. 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.
      1. In the Orlando release, make sure the Key Management Framework (com.glide.kmf.global) plugin is installed.
      2. Impersonate as an admin user.
      3. Load System Applications > My Company Applications.

      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
      1. Enable the plugins com.glide.hub.flow_ designer_introspection and com.glide.hub.flow_ designer_introspection.demo.
      2. 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.
      3. Publish the action.
      4. Create an action.
      5. In the new action, add an input of type String and an output of type Dynamic Object.
      6. In the Dynamic Options section, select the action 'Get ServiceNow Object Schema - Dynamic'.
      7. Type 'incident' in the table input under Dynamic Options.
      8. Exit edit mode and drag the input data pill to the value of the Dynamic Object output's value field.
      9. Publish the action.
      10. Create a flow.
      11. Add any trigger and add the action that you created.
      12. 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)
      1. Open the flow.
      2. Pass the input 'variable' with value number.
      3. Add fields for the input 'variable1'.
      4. Add 2-3 fields and add any desired values.
      5. Click the Add fields button of the 'variable2' input.
      6. 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
      1. Create a catalog item of any kind.
      2. Create a select box variable (Yes, No).
      3. Create a Flow Designer.
      4. In the actions, add 'Create Catalog Task' and 'Wait for Condition'.
      5. Uncheck the 'Wait in the Create Catalog Task' action.

        The table to be used is a requested item in the Wait for Condition.

      6. In the condition of the 'Wait for Condition' action, select Variables.
      7. In the Operator, select Is.
      8. In the Value, select Yes.
      9. 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
      1. Create a flow.
      2. Add a 'Create' or 'Update Record' action.
      3. Select a table.
      4. Click Add Field to add a field.
      5. 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.
      1. In a new instance, navigate to Guided Tour Designer > Guided Tours.

        Notice that all guided tour records have a tour ID.

      2. Navigate to Guided Tour Designer > Create Tour, complete the form and select Submit.

        No errors occur and a Guided Tour record is created.

      3. Activate the Communities plugin and the Agile Development 2.0 plugin.
      4. Navigate to Guided Tour Designer > Guided Tours.

        Notice 5 additional Guided Tour records were added without a value for the tour ID.

      5. Navigate to Guided Tour Designer > Create Tour, 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.
      1. Log in to a New York/Orlando instance.
      2. Make sure that the user has more than 300 completed todos and also a few open todos.
      3. 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
      1. Navigate to any Service Portal.
      2. Open a knowledge article.
      3. Click Copy Permalink on the article page.

        The URL will have the following format /sp?id=kb_article&sysparm_article=KB00XXXXX.

      4. 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.
      5. Paste the copied permalink from Step 3.
      6. 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

      7. 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
      1. Create a knowledge base.
      2. Create a knowledge block in the base and publish it.
      3. Create an article in the base and add the block to it.
      4. Save the article and leave it in the 'Draft' state.
      5. Click the Preview Article with Blocks related link.
      6. Change the workflow state to 'Review' and save.
      7. 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.
      1. Enable the glide.knowman.translation. enable_translation_task property.
      2. Enable blocks in the knowledge base where the knowledge article will be created.
      3. Create a knowledge article.
      4. Associate a knowledge base with more than one language configured to it.
      5. 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.
      1. Start NVDA.
      2. From any list, select any row.
      3. Under 'Actions on selected rows', select New Tag.
      4. Enter a tag that exists in the system.

        This generates a 'Name already in use. Enter another name' error message.

      5. Select Save.

        Notice that the error message is not stated by the screen reader upon saving.

      6. Change 'Viewable by' to 'Groups and Users'.
      7. 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
      1. Create a smart button record.
      2. Select a table in the Table field.
      3. 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.

      4. Save the record.
      5. 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
      1. Update the size of a table by inserting or deleting a record.
      2. Manually execute the TableSizer job ('Collect Table Stats' on sys_trigger).
      3. Get the sizeclass from the TableDescriptor of the table from step 1 on the node where TableSizer ran.
      4. 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'.

      1. 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.

      2. Create a sys_user_group that has the admin role, for example, test-scoped-admin.
      3. As admin, navigate to that group and notice that you can add a member to the group.
      4. 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.
      1. Navigate to a release that has a parent.
      2. Click the Gantt chart UI action.

        This expands related tasks to the view. Notice that no fields can be updated using the list view.

      3. 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).

      4. Open the task parent and notice that it is now a planned task.
      5. 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
      1. Install the PMO plugin.
      2. Create a user with the roles it_project_user, timecard_user, and itil.
      3. Create a group and add the above created user to the group.
      4. Create a project.
      5. Create a task and assign it to the user created in Step 2 using the Assigned to field.
      6. Create a task and assign it to the group created in Step 3 using the Assigned group field.
      7. Create an incident and assign it to the user created in Step 2.
      8. Log in as the user created in Step 2.
      9. Navigate to the timesheet portal.
      10. Click the Tasks tab and verify that the project task assigned to the user and the incident is displayed.
      11. Click the Group Tasks tab.
      12. 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.
      1. Log in to an Orlando instance, and navigate to Reports > Create New.
      2. Create a report as below:
        • Report name: Pareto
        • Source type: Table
        • Data source: incident
        • Type: Pareto
        • Group by: Duration or Created
      3. 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.
      1. Navigate to Service Catalog > Variable Sets.
      2. Create a multi-row variable set with the title 'MultiRowTest' and click Save.
      3. Add the following variables to the multi-row variable set by clicking New in the 'Variables' tab:
        • Question: A
        • Name: a
      4. Click Submit.
      5. Navigate to the 'Include In' tab and click Edit.
      6. Select Apple iPad3.
      7. Click Save, then click Update.
      8. Navigate to Service Catalog > Maintain Items and open 'Apple iPad3'.
      9. Add new variable with the following values:
        • Type: Macro
        • Question: MacroTest
      10. Navigate to the 'Type Specification' tab.
      11. Select any macro for 'Macro field' and click Submit.
      12. Create a catalog client script as follows:
        • Name: HideVariables
        • Type: onLoad
      13. Check 'Applies on Requested Items'.
      14. Click Submit.
      15. Click Try it, then Order Now.
      16. Navigate to Service Catalog > Items.
      17. Open a record which is created in step 15.
      18. 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:
      1. 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.
      2. 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
      1. Create a VM instance, server, and application and add the following relations:
        • Application Runs on: Runs server
        • Server Virtualized by: Virtualizes vm_instance
      2. Tag the VM instance using the cmdb_key_value table.
      3. Create an appropriate CI tag category and a service family.
      4. Generate service candidates and map the application service.
      5. 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
      1. Install the SM plugin on the instance, and create a service in the non-leaf domain.
      2. Connect a CI to it using the cmdb_rel_ci table.
      3. Convert the service to an application service, and make sure to uncheck 'Update service when CMDB updates'.
      4. Select 'List CIs'.

        Notice that the CI from Step 2 appears in the list.

      5. View the map, and make sure the CI from Step 2 appears in it.
      6. Navigate back to the service form and click Update with changes from CMDB.

        Make sure you uncheck 'Update service when CMDB updates'.

      7. Repeat Steps 4 and 5.

        Notice that the CI disappears.

      8. 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

      Service Portal

      PRB1368104

      The date picker shows a blank screen in the order guide of the Now Mobile app
      1. In the New York instance, activate the ServiceNow Now Mobile app screens and the Applet Launcher plugin (com.glide.mobile-employee).
      2. Create a catalog item with a date type variable on it.
      3. Add the catalog item to the 'New Hire' order guide rule base.
      4. Log in to the New York instance using the Now Mobile app.
      5. Click Services and search for 'New Hire'.
      6. Select the order guide.
      7. Fill in the mandatory variables and click Next.
      8. 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.
      1. Submit a request in Service Portal.
      2. Add an attachment to the request.
      3. 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.

      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.

      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.

      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.

      Service Portal

      PRB1405772

      The 'Submit a Form (SP)' step in ATF throws an error while executing
      1. Navigate to ATF.
      2. Create a test.
      3. Add steps (for example, for forms in service portal, 'open a form (SP)', 'set field values (SP)', 'submit form (SP)').
      4. 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.
      1. Navigate to Application Navigator > SaaS License > Administration > Create a New Profile.
      2. Create 2 Adobe profiles.
      3. Run the job 'SAM - Import User Subscription'.

        You will see subscriptions for only one profile (mostly the first profile based on A-Z).

      4. Navigate to SaaS License > All User Subscriptions.

      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
      1. Connect the Adobe or Microsoft Office 365 SAM integration.
      2. Run the 'SAM - Import User Subscriptions' job.

        Notice that software subscription display names are correct.

      3. 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
      1. As a guest user, start a chat.

        The chat is not accepted by an agent within the stipulated time (for example, within 30 seconds).

      2. As the guest user, exit the chat or close the browser session.
      3. 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
      1. Configure any bot on your instance.
      2. Link your account with anyone other than system admin.
      3. Create a live chat.
      4. 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
      1. Enable NLU as normal.
      2. Create Topic A with an NLU model and intent, and ensure that the 'NLU keyboard' is enabled at an input node 1.
      3. Publish Topic A.
      4. Create Topic B with an NLU model and intent, and ensure that the 'Resume topic flow' setting is off for Topic B.
      5. Publish Topic B.
      6. Navigate back to Topic A in VA Designer and preview it.
      7. At Topic A, input node 1, enter a phrase that switches the flow over to Topic B.
      8. 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
      1. Set the sys_properties glide.cometd.websockets.enabled to false and com.glide.cs.guest_session_resumable to false.
      2. Start a guest conversation by navigating to $sn-va-web-client-app.do.
      3. Transfer to live agent.
      4. In another browser or an incognito window, log in as an agent and accept the request.
      5. In the VA browser developer tools, set to the 'offline' mode.
      6. Wait long enough for the conversation to end on the agent side (within 30 seconds).
      7. 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.
      1. Set glide.cometd.websocket.enable sys_properties record to false and com.glide.cs.guest_session_resumable to false.
      2. Initiate a guest user chat session with a live agent.
      3. In the chat session browser developer tools, set to 'offline'.
      4. Wait about 15-20 seconds.
      5. 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'.
      1. On a base instance with Virtual Agent installed, create a test topic by navigating to Collaboration > Virtual Agent > Designer.
      2. Add a text message.
      3. Add a script action with 'gs.sleep(20000);' in the action expression.
      4. Add an end message.
      5. 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
      1. 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'
      2. Set a timer for 3 minutes.
      3. Log in and navigate to a task in Agent Workspace.
      4. Ensure that there is only one tab or window open for your local instance.
      5. After logging in start the timer,
      6. Remain inactive for 2.5 minutes.
      7. Make a comment in the case task.
      8. Wait until the timer runs out.

      After a few seconds, you will see a pop-up showing that the session has expired.

      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 4a
      • Orlando Patch 4 Hotfix 1
      • Orlando Patch 4
      • Orlando Patch 3 Hotfix 2
      • Orlando Patch 3 Hotfix 1
      • Orlando Patch 3
      • Orlando Patch 2
      • Orlando Patch 1
      • Orlando security and notable fixes
      • All other Orlando fixes

      Tags:

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