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    Home Paris Release Notes Paris release notes Learn about Paris Available patches and hotfixes Paris Patch 1

    Paris Patch 1

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    Paris Patch 1

    The Paris Patch 1 release (General Availability) contains important problem fixes.

    Paris Patch 1 was released on September 16, 2020.
    • Build date: 08-31-2020_0904
    • Build tag: glide-paris-06-24-2020__patch1-08-26-2020
    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 Paris: Benchmarks and Document Viewer.

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

    Overview

    Paris Patch 1 includes 223 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

    Paris Patch 1 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 Paris Patch 1, refer to KB0856286.

    Changes in Paris Patch 1

    Activate a language
    By default, the language supported by the platform is American English. You can activate the plugin for other supported languages if you have the admin role.
    Approve architecture review requests
    To approve an architecture review request, user must be a part of Enterprise Architect Group. Any user added to this group gets the sn_apm.apm_analyst role.
    Check CI count used for IT Operations Management subscriptions
    • ITOM Discovery is a subset of ITOM Visibility that is also based on subscription units.
    • ITOM Discovery provides the count of CIs found by ServiceNow® Discovery and brought in by Service Graph Connectors. ITOM Discovery reports the count for CIs of the following CI categories: Servers, PaaS, and Containers.
    Components installed with Content Automation
    • You can read the Campaign Bundle [sn_ca_campaign_bundle] table and add client scripts to this table, even from other application scopes.
    • You can read the Campaign Content [sn_ca_campaign_item] table and add columns and client scripts to this table, even from other application scopes.
    Components installed with Content Delivery
    • You can read the Content Type [sn_cd_content_type] table and add client scripts to this table, even from other application scopes.
    • You can read the Schedule Content [sn_cd_content_visibility] table, add columns and client scripts to this table, even from other application scopes.
    • You can read the Link Content [sn_cd_url_asset] table, even from other application scopes.
    Components installed with Service Mapping
    svc_by_tags.max.traversal.rules.active: Set the maximum allowed number of CI relationships that can be in the active state. Service Mapping uses only active CI relationships for tag-based discovery.
    • Type: integer
    • Default value: 5
    • Location: System Property [sys_properties] table
    Configure tag-based discovery
    • Modify CI relationships used for tag-based discovery: Service Mapping includes CIs that are part of these relationships even if these CIs do not have tags assigned to them.
    • Steps to exclude preconfigured CI relationships from tag-based discovery have been added.
    • Steps to add a CI relationship or edit an existing CI relationship that is not preconfigured have been added.
    Conversational custom chat integrations
    Support for custom controls and text notifications was added.
    Integrate chat clients with Virtual Agent
    The Add Image URL to HTML Control field was added to the Messaging Provider form.
    Manage Business Application Lifecycle Management service requests
    To approve a Register a Business Application service request, user must be a part of Business Application Registration Approval Group. To approve a Retire a Business Application service request, user must be a part of Enterprise Architect Group.
    Subscriptions for IT Operations Management
    • ServiceNow® ITOM Discovery is a subset of ITOM Visibility that is also based on subscription units. ITOM Discovery includes the following basic features: ServiceNow Discovery, Service Graph Connectors, and Multisource CMDB. ServiceNow® Discovery finds applications and devices on your network, and then updates the CMDB. Service Graph Connectors supplement the population of the CMDB, while Multisource CMDB retains the complete history of discovery sources and proposed values.
    • ITOM Discovery provides the count of CIs found by ServiceNow® Discovery and brought in by Service Graph Connectors. ITOM Discovery reports the count for CIs of the following CI categories: Servers, PaaS, and Containers.
    • Service Graph Connectors populate the CMDB by bringing in data from third-party monitoring and management systems. Multisource CMDB enables you to track how the CMDB is populated by various discovery sources at the CI attribute level. Use Certificate Inventory and Management to avoid service outages due to expired TLS certificates. Firewall Audits and Reporting helps you to discover and manage your firewall security policies and devices to heighten the security awareness for firewall audits.
    • Since ITOM Discovery is a subset of ITOM Visibility, you can purchase subscriptions only to one of them, not both.
    Using Machine Learning APIs
    Predictive Intelligence APIs run with full privileges. To restrict user access, include an access control mechanism in the script.
    Virtual Agent action scripts
    • The default rich controls map to input and output rich controls.
    • The following outbound transformer names and script examples were added:
      • Virtual Agent - SMS Twilio Adapter Default Link Outbound Transformer
      • Virtual Agent - SMS Twilio Adapter Default Picker Outbound Transformer
      • Virtual Agent - SMS Twilio Adapter Default Multi Link Outbound Transformer
      • Virtual Agent - SMS Twilio Adapter Default Card Outbound Transformer
    • The following inbound transformer names and script examples were added:
      • Virtual Agent - SMS Twilio Adapter Default Text Inbound Transformer
      • Virtual Agent - SMS Twilio Adapter Default Picker Inbound Transformer

    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

    Outbound Messaging

    PRB1406698

    KB0827022

    Errors appear in the recently upgraded Orlando instances, impacting outbound HTTP/REST communication The following error occurs in the instance: 'java.lang.NoClassDef FoundError: Could not initialize class org.apache.commons. httpclient. cookie.CookiePolicy & httpclient .auth.AuthPolicy'. This problem applies if the instance logs either of the following in the application node logs: 'org. apache.commons.httpclient. cookie.CookiePolicy' or 'org.apache.commons.httpclient. auth.AuthPolicy' and integrations may not be working as expected.

    Refer to the listed KB article for details.

    Service Catalog: Service Portal Widgets

    PRB1399497

    KB0831547

    Unable to click Next on an order guide with 2 or more rule base items for which an unequal number of validation variables are present

    Refer to the listed KB article for details.

    Configuration Management Database (CMDB)

    PRB1386982

    Relation types that are dependencies of Discovery, Service Mapping Patterns, and other CMDB related features can be renamed or deleted from the cmdb_rel_type table

    Source Control Integration

    PRB1393639

    KB0819037

    Scoped app records (such as Forms, Form sections, Views, Choice sets, Properties, and Roles) are missing on the target instance if there are deleted records in the app matching the coalesced name

    Refer to the listed KB article for details.

    Flow Designer

    PRB1406982

    KB0829023

    When using 'do the following parallel' in Flow Designer and assigning values on the catalog task activity, the assignment group is not filled in correctly and is empty When using 'do the following parallel' and having at least 4-5 create task actions, the assignment group values are not always filled in and is empty in a few scenarios. This issue is intermittent and users need to try multiple times to see the issue happening.
    1. Open the catalog item.
    2. Put any value on the variable and click Order Now.
    3. Open the requested item.

      Under 'Catalog task', you should see assignment group values being populated.

    Expected behavior: 'Assignment group' should have a value.

    Actual behavior: 'Assignment group' values are empty.

    Event Management

    PRB1413047

    KB0831491

    The Updated field value of a closed alert that is being put in Maintenance is being updated, even though it shouldn't When setting a closed alert to be in Maintenance, the Updated field value should not be affected or changed.

    Refer to the listed KB article for details.

    All other fixes

    Problem Short description Description Steps to reproduce

    Activity Stream

    PRB1419530

    When tabs are opened via list view in Agent Workspace, they do not unsubscribe from all their channels when the tab is closed
    1. Log in to Agent Workspace as an agent.
    2. Navigate to the list view that shows interactions.
    3. In the console, get the number of channels before opening a tab: g_ambClient.getChannels().
    4. Open an interaction.
    5. In the console, get the number of channels after opening a tab: g_ambClient.getChannels().
    6. Close the interaction tab.
    7. In the console, get the number of channels after closing a tab: g_ambClient.getChannels().

    Expected behavior: The number of subscriptions goes up and down by the same amount when the tab is opened versus when it is closed.

    Actual behavior: The number of subscriptions increases until a page refresh is performed.

    Agent Chat

    PRB1413094

    Inconsistent behavior of the timer on the inbox card The inbox card timer on Agent Workspace is not displayed or freezes sometimes.

    Agent Chat

    PRB1417912

    The inbox does not unsubscribe the AMB channel after the component is disconnected
    1. Open the inbox.
    2. Close the browser.

    The AMB channel /awa/work_item/:userId is still in subscription.

    Agent Workspace

    PRB1392126

    The 'current' object is undefined when used in a scoped app reference qualifier with the ref_qual_elements attribute in Agent Workspace

    Agent Workspace

    PRB1401936

    KB0827071

    The report drill down does not work on custom Agent Workspace Users are unable to drill down into the reports available on the landing page when using a custom workspace. However, the report drill down is possible when the same landing page is configured to be present on the base instance workspace.
    1. Open an Orlando instance and change the application to Agent Workspace.
    2. Navigate to Workspace Experience > Administration > All Workspace.
    3. Select the New UI action.
    4. Create a custom workspace.
    5. Navigate to Workspace Experience > Administration > Landing pages and select the New UI action.
    6. Create a landing page for the custom workspace and enable the UI builder.
    7. In the UI builder, add a data visualization component.
    8. Add the open incident widget.
    9. Save the record.
    10. Open the custom workspace.

      Observe that you cannot drill down into the report.

    11. Navigate to the landing page and in the field Applicable Page Registry change the value to 'Agent workspace'.
    12. Open the base instance workspace.

      Observe that you are able to drill down into the report.

    Expected behavior: Users should be able to drill down into the reports in custom workspaces.

    Actual behavior: The report drill down does not work in custom workspaces.

    Agent Workspace

    PRB1407912

    Reference fields return incorrect results if the type of the referenced table's display value is 'Translated Text'
    1. Log in to an Orlando instance and install any language plugin.
    2. Change the type of the dictionary item 'name' in the 'sys_user_group' to 'Translated Text'.
    3. Change the user language to anything other than English.
    4. Navigate to Agent Workspace and open any incident.
    5. Type something in 'Assignment group' and verify that all the records are returned instead of just the one that starts with the keyword.

    Agent Workspace

    PRB1412680

    The Email field type needs updates for the current and updated AWS support
    1. As a user with elevated privileges, add a field of type Email to the incident table and add this to the workspace view on the incident form.
    2. Navigate to 'Dictionary' from the navigator and click New.
    3. Choose table = incident, type = Email, and Column label = Email Test.
    4. Add the field to the workspace form layout.
    5. Try to create an incident from workspace by opening an incident form record and clicking the Save UI action.

    Notice the console error. In most cases, there is also a delay in saving the record. In some instances, it takes about 15 seconds to save the record.

    Agent Workspace

    PRB1412888

    Agent Assist keeps searching for an empty short description on the interaction or case
    1. Install the Customer Service Management plugin with demo data.
    2. Impersonate a CSM manager or agents.
    3. Access Agent Workspace.
    4. Create an interaction or a case and save without completing the short description.

    Notice that Agent Assist keeps spinning for search results instead of displaying 'No matches found'.

    Agent Workspace

    PRB1413082

    Changing the size of the workspace form causes the form annotation Show More button to disappear, making long form annotations unreadable
    1. Add the 'info Blue Box' with plain text and include a long piece of text.
    2. Navigate to the workspace form record.
    3. Resize the workspace form to as small as possible, so that the annotation is displayed in 10-12 lines.
    4. Refresh the page.

      Notice the Show Less button.

    5. Resize the workspace form to as large as possible so that the entire annotation can be displayed in 2 or 3 lines.

    Notice that the Show Less button has not moved and clicking it causes the button to disappear. Resizing the workspace form to any smaller causes the annotation to be cut off and unable to be read unless the workspace form is larger.

    Agent Workspace

    PRB1413749

    The X-Transaction-Source header is missing from all graphql API requests on workspace
    1. Navigate to Agent Workspace.
    2. Open your dev console's network tab.

    Notice that graphql requests do not have the X-Transaction-Source header.

    Agent Workspace

    PRB1414100

    Entering a value in the date field through the calendar for the second time causes the value to be removed from the date field
    1. Open a workspace form with a date field.
    2. Enter a value in the date field using the calendar.
    3. Click out of the date field and scroll up/down.

      Notice that the value in the date field remains.

    4. Clear the date field and click away.
    5. Enter a value in the date field using the calendar.
    6. Click away and scroll up/down.

    Notice that the value in the date field is removed.

    Agent Workspace

    PRB1414317

    Under the user profile, the toggle switches have no label for NVDA or JAWS While the label is stated for VoiceOver, there is no label for any of the following controls when using either JAWS or NVDA: Show Ribbon, Show Sidebar, Wrap List Text, Show Banners, and Show Badge Count.
    1. Start JAWS or NVDA.
    2. Open Agent Workspace.
    3. Open the User Preferences menu.
    4. Tab through the various toggles.

    Notice that none of the toggles have a label given. The only thing stated is the state of the toggle.

    Agent Workspace

    PRB1414321

    The focus does not move to search pop-ups When editing the details of a form, if users select the search button, the input focus does not move to the pop-up.
    1. In Agent Workspace, open any form (new or existing).
    2. Move the input focus to any search option for a field.
    3. Open the search pop-up by pressing the spacebar.

    Notice that the input focus fails to move to the new pop-up.

    Agent Workspace

    PRB1414510

    Console error when a UI page is invoked from a UI action or client script When a UI page is invoked from a UI action or client script, the console error 'Uncaught TypeError: parent.CustomEvent.fire is not a function' appears.
    1. Log in to the instance and open Agent Workspace.
    2. Open a case record and click UI Action, which invokes a UI page.

    The UI page opens as a pop-up with no issue, but you can see the console error 'Uncaught TypeError: parent.CustomEvent.fire is not a function'.

    Agent Workspace

    PRB1415705

    The now.list.feature_flags.hideTitle system property is not hiding the title in the Reference list

    Agent Workspace

    PRB1417441

    Agent Assist is reporting 'No Matches found' upon the initial loading of a new form The aria-live section needs to be empty until a user interacts with the search field. When it responds before any text is entered to be searched for, that produces confusion for the screen reader user.
    1. Enable Agent Assist.
    2. Start VoiceOver.
    3. In Agent Workspace, create a record.

    Notice that VoiceOver states 'No Matches found' upon creating the record.

    Agent Workspace

    PRB1418296

    The 'current' object is undefined when used in a scoped app reference qualifier with a ref_qual_elements attribute in Agent Workspace The issue occurs because u_banner (a reference field) needs to be displayed as a choice field.

    Agile Development

    PRB1412936

    Users with write access to a table extending planned_task should also have write access to the work_notes field

    For any table extending planned_Task, for example, the rm_epic table:

    1. Impersonate a user with only the scrum_story_creator role (scrum_story_creator has write access to rm_epic).
    2. Open a record from the rm_epic table.

    Expected behavior: The user should be able to add new work_notes in the record.

    Actual behavior: The user is unable to add new work_notes.

    Application Portfolio Management (APM)

    PRB1415125

    The application performance bubble chart isn't displaying any data Although the application scores are available for the selected fiscal period and the bubble chart is configured properly, the application performance bubble chart isn't displaying any data. It works properly in New York.
    1. In apm_app_indicator_score, verify that there are data and fiscal periods for a few indicators.
    2. Open the business application on the indicator record Scoring High.

      Notice the application category.

    3. Navigate to Application Portfolio > Analyze.
    4. Select the application category above.
    5. Set the bubble chart dimensions.
    6. Click OK.

    Notice that the following message displays: 'No score data is available for selected assessment fiscal period'.

    Application Portfolio Management (APM)

    PRB1417057

    Maintain separate groups for the register BA service and APM services requests For more information, refer to Approve architecture review requests and Manage Business Application Lifecycle Management service requests.

    Authentication - Local DB Login

    PRB1416863

    Uptake new architecture direction regarding extension of the sys_user table

    Authentication

    PRB1413238

    The user is always prompted to change their password when glide.apply.password _policy.on_login is enabled
    1. Log in to the instance as admin and set glide.apply.password_policy.on_login to true.
    2. Create a user (for example, 'abc') and set their password which is noncompliant with the password policy.
    3. Log in as 'abc' with the password.

      The page is redirected to change the password because the password is non-compliant.

    4. Change to a new password.
    5. Log in again with the new password (which is compliant with the password policy).

    Expected behavior: You should see the logged in page without any prompt for changing the password.

    Actual behavior: The 'Change password' screen is displayed.

    Automated Test Framework

    PRB1416749

    KB0852991

    The Client Test Runner deactivates itself during suite execution when a new test is both claimed and rejected by the same runner After upgrading, the ATF intermittently fails to continuously run tests in a single suite.

    Refer to the listed KB article for details.

    AWA: Routing and Assignment

    PRB1412873

    'Pending accept' work items are not considered as part of the agent's workload when recalculating the workload
    1. Set the agent capacity to 2.
    2. Create two documents that will be routed to the agent.
    3. As the agent, accept one and leave another in the 'Pending accept' state.
    4. Check the awa_agent_capacity table.

      The Capacity in use field should be 2.

    5. Manually set the Capacity in use field to null.
    6. Create a document that will be routed to the agent.

      This triggers the system to recalculate the agent workload.

    Expected behavior: The newly created work item should be in the 'Queued' state because the current agent is already at the full capacity (1 accepted and 1 in the 'Pending accept' state).

    Actual behavior: The newly created work item is routed and assigned to the current agent because the other 'Pending accept' item is not considered as a 'workload'.

    Change Management

    PRB1420263

    Word corpus details for 'Incidents Caused By Change' should be renamed When Incident ML plugins are active, incident word corpus details under the ml_sn_ global_global_incidents_ caused_by_change entry are not added.
    1. Navigate to Solution Definitions under 'Similarity'.
    2. Navigate to the ml_sn_global_ global_incidents_caused_by_change definition.
    3. Click Word corpus.
    4. Look for the record details.

    Incident word corpus details should be renamed.

    Change Management

    PRB1420265

    The 'Update Standard Change Cluster Candidate' job is not creating PI templates when 'Cluster Concept' is empty with high cluster quality
    1. Train the Standard Change Template Candidates solution definition.

      With the base instance data on the instance, empty Cluster Concept solution records are created with high quality.

    2. Run the 'Update Standard Change Cluster Candidate' job under sys_trigger.list.

    Candidates are not created.

    Cloud Provisioning and Governance (CMP)

    PRB1408153

    The order form shows a redundant resource group field as a mandatory parameter
    1. Create a template using terraform for Azure resources.
    2. Navigate to the user portal.
    3. Create an order form as stack.

    A redundant/dummy field for Resource group is seen in the order form.

    Cloud Provisioning and Governance (CMP)

    PRB1410243

    Tag values are not being discovered for AWS EC2 instances For VMs with tag values containing special characters or newline characters, the JSON parser fails. The script CMPTagUtil method 'associateTagValuesWithCi' throws an exception when it tries to parse the JSON.
    1. Activate the Discovery, Cloud Provisioning, and Governance Core plugins.
    2. Set up AWS Cloud credentials and service account.
    3. Make sure that the MID Server is running.
    4. Discover the datacenters.
    5. Log in to the AWS console.
    6. Provision a VM and assign tag values.
    7. Create a discovery schedule for the AWS service account and execute it.
    8. Debug the response you receive.

    Cloud Provisioning and Governance (CMP)

    PRB1410759

    ObjectID and VolumeID are different for storage volume in vSphere

    Cloud Provisioning and Governance (CMP)

    PRB1411407

    The VM instance record is not updated (terminated) after the VM is terminated and deleted on the Azure side
    1. Discover an Azure account.
    2. Terminate and delete a VM.
    3. Rediscover the Azure account.

    Notice that the VM state remains as 'Operational'.

    Cloud Provisioning and Governance (CMP)

    PRB1412624

    Cloud Management nodes are not counted for license

    Cloud Provisioning and Governance (CMP)

    PRB1413537

    KB0832234

    During the provisioning of an Azure ARM-based cloud catalog item, the cmdb_ci_ storage_volume records that should represent the associated disks to the virtual server are not populated in the CMDB

    Refer to the listed KB article for details.

    Condition Builder

    PRB1413202

    Filter options for date fields are duplicated on lists The filter options such as 'Today' and 'Yesterday' are duplicated for date fields on lists. This issue is reproducible in New York and Orlando, but not reproducible in Madrid.
    1. Open a list view (for example, task.list).
    2. From the filter, pick a date field (for example, the Created field).
    3. Set the condition to 'on', observe the given options, and scroll down.

    Notice that two sets of the options are given.

    Configuration Management Database (CMDB)

    PRB1407043

    Records on reconcile_duplicate_task are automatically changed to closed complete after a couple days When users try to delete an entry in cmdb_health_result for a duplicate task with 2 items in duplicate_audit_result, it makes the task move from 'Open' to 'Closed Complete'. This is a result of an issue with the business rule 'Close task for deleted health result' to mark the task as closed complete. If there are more than 2 cmdb_health_result records for the same reconcile_duplicate_task, upon deletion of one of those records, it does not mark the task as closed complete.

    Configuration Management Database (CMDB)

    PRB1409337

    'View Map' is enabled for services without entry points

    Configuration Management Database (CMDB)

    PRB1409338

    App_service_admin should not be allowed to add top-down and tag-based population methods
    1. Create a user with the app_service_admin role.
    2. Create an application service and try to choose a population method.

    You should see only the manual and dynamic CI group population methods.

    Configuration Management Database (CMDB)

    PRB1410772

    Identification Simulation Data Sources are shown twice, and the DB Class Name is also shown
    1. Search for Identification Simulation in the left navigator.
    2. Select Start with CI Class.
    3. Select the data source list.

      Notice that there are two data sources for each option.

    4. Select the Class list.

    Notice the DB class name.

    Configuration Management Database (CMDB)

    PRB1410943

    The app service with the 'Top-Down Discovery' method does not show the population method in UI (domain), including the list verbiage

    Configuration Management Database (CMDB)

    PRB1411088

    The CMDB workspace form header configuration is overriding the SPM workspace header configuration
    1. Activate SPM Owner Workspace.
    2. Create test data.
    3. Navigate to Service Owner Workspace and click Service.

    The header should show the performance score, but it is showing 5 other fields.

    Configuration Management Database (CMDB)

    PRB1411702

    Two cmdb_ci_service tables (_auto and _discovered) share the same display name 'Application Service' Two separate application service tables share the same displayed label of 'Application Service', whereas the cmdb_ci_service_ discovered table should be showing 'Mapped Application Service'.
    1. Navigate to the Tables module.
    2. Search for tables with a name starting with 'cmdb_ci_service_'.

    Notice that both cmdb_ci_service_auto and cmdb_ci_service_discovered have the label 'Application Service'. If you search these same results for the label = 'Mapped Application Service', cmdb_ci_service_ discovered will come back as a result even though the label column shows 'Application Service' due to getDisplayValue().

    Configuration Management Database (CMDB)

    PRB1413386

    Clicking the Back button populates data in irrelevant fields
    1. Create an application service.
    2. Enter the name, choose ModelID, and append some text in Model ID.
    3. Choose the support group.
    4. Click Next, Next, and then Done.

      The application service is created.

    5. Click the Back button using (>) beside the application service name.

    Expected behavior: It should render back as per here back to the application services list.

    Actual behavior: Notice that the mandatory (*) is displayed, and the Model ID is populated in the Number field and the Support Group field value is in the Name field.

    Configuration Management Database (CMDB)

    PRB1413392

    After saving a new application service, the relationship does not show up on the relationship summary
    1. Create a business application.
    2. Create an application service and associate the business app using the slushbucket.

      On the final page, it should show a relationship between the application service and business app.

    3. Click Save and navigate back to the Preview the Service tab.

    Notice that the relationship is no longer shown.

    Configuration Management Database (CMDB)

    PRB1415390

    IRE deduplication fails and causes a relationship to not be created when the payload has a relation cycle with duplicate items

    Configuration Management Database (CMDB)

    PRB1419152

    The Multisource engine takes long time to update 'Last Modified Timestamp', which impacts the IRE time The time taken by the Multisource engine to update 'Last Modified Timestamp' takes a long time. This ends up impacting end-to-end time for IRE and 'Update use case'.

    Configuration Management Database (CMDB)

    PRB1420873

    CMDB multisource enablement check should use the new plugin ID com.snc.itom. discovery.license Multisource should check for a different plugin name to be enabled: 'com.snc.itom. discovery.license' instead of 'com.snc.itom.vis.license'.
    1. Log in to a Paris instance.
    2. Search for 'MultiSource Report Builder' in the left navigator.

    The page should load if 'com.snc.itom. discovery.license' is enabled, along with the sys property to enable multisource.

    Configuration Management Database (CMDB)

    PRB1421464

    Update module items to change the link for 'Application Services' and move 'Dynamic CI Groups' Update the left navigator item for Configuration > Application Services > Application Services to point to the same destination that CSDM > Application Services links to. In addition, the item for Configuration > Dynamic CI Group will be moved directly under 'Configuration' instead of being part of Application Services.

    Connect Chat

    PRB1406604

    The UI action Follow is not visible to users in some forms

    Contextual Search

    PRB1413207

    Major Issue Detector does not recommend Potential Major Case and Similar Major Cases

    Contextual Search

    PRB1416931

    The 'Related Search Results' page states 'No Results to Display' when a new incident is created When the new incident page is first opened and before a user has the option to search in the Related Search field, screen readers read the aria-live message of 'Alert no results to display'. This is an issue because the user has not yet started a search, which creates a confusing situation for screen reader users.
    1. Configure the incident page to include the Related KB Search control.
    2. Start any screen reader.
    3. Navigate to Incident > Create New.

    Notice that when the new incident form appears, the text 'Alert no Results to display' is stated when no search has been performed.

    Core Platform

    PRB1399650

    The scheduler is unable to handle a high influx of jobs and underutilization of scheduler workers for large clusters Claiming jobs every 1 second is not ideal for large clusters, which results in high CPU. Claiming just 20 jobs every second deteriorates performance when nodes are unable to claim jobs every 1 second. If the query time is 100ms, only 10 nodes can claim jobs every 1 second. Users cannot get > (10 * 20) jobs per second performance even if they add more nodes. If query time increases, scheduler performance degrades.

    Core Platform

    PRB1405441

    When an XML record path exists as a single node, the transformer throws Incomplete StructureException It should not throw an exception, but merely return no records.

    Core Platform

    PRB1416747

    The Event Management plugin activation finishes with an error The following error message displays after activating the Event Management plugin: 'Another update operation is being performed...'.

    Currency

    PRB1386841

    The Cost field on alm_license records show the incorrect currency while the form loads After the form completes loading, the currency is corrected. This is happening due to the client script 'Set Asset's Cost and Expenditure Type', that would fetch the currency type based on the user's profile. The users would be seeing an incorrect currency for 2-3 seconds. Open an alm_license record, and notice the currency value in the Cost field change while the form loads.

    Customer Service Management

    PRB1414422

    The search next to the Assigned to field is filtering location agents and relation agents
    1. Set up an instance with the Customer Service Management (com.sn_customerservice) and Business Location plugins.
    2. Verify that the cases can be assigned to location agents and relation agents.
    3. Enable the com.snc.csm_ocs (ocs) plugin.

    Expected behavior: Location and relation agents should be available in Assigned to.

    Actual behavior: The search next to the Assigned to field is filtering location agents and relation agents. As a result, the cases can't be assigned to them.

    Customer Service Management

    PRB1418999

    A plugin activation failure message is observed for Proactive Customer Service Operation with Event Management There are four errors in the logs while activating Proactive Customer Service Operation with Event Management plugin. The plugin activation failure errors are found when installation is completed. The error 'Proactive Customer Service Operations with Event Management was not activated. Another update operation is being performed: Plugin Activation for com.snc.proactive_cs_itom. Try again when it is completed.' is found.

    Design System

    PRB1414333

    The toggle should update via the keyboard and the screen reader should announce the new state When using VoiceOver and Safari, and focusing on the toggle, it is only announced when activated by the combination of the ctrl + opt + space keys. It should also be activated and announced by the space key alone and by the Enter key alone. It works correctly with VoiceOver and Chrome.

    Design System

    PRB1412045

    Users cannot pick a date using a date/time picker in an Agent Workspace form because the UI actions are outside of the viewable area and there is no scroll bar Install an application with Agent Workspace.

    Discovery

    PRB1409743

    There are files that the export pattern UI action is not exporting The original UI action of 'Export pattern' with and without the CMDB data was disabled. The tool is not exporting all the relevant pattern files.

    Discovery

    PRB1410442

    PowerShell session leaks running the 'Tracked Files' section in the pattern when configuration files are located on a remote server When the 'Pattern with Tracked Files' feature is launched multiple times at the same time by discovery to the same target, there may be a PowerShell leak which causes MID Server thread workers to get stuck. Eventually discovery will be stuck because there isn't a thread worker available.

    Discovery

    PRB1412617

    KB0830572

    An OID 1.3.6.1.4.1.232.9.4.10 for HP/Compaq iLO causes servers to be reclassified or duplicated as an IP Switch

    Refer to the listed KB article for details.

    Document Viewer

    PRB1414231

    Memory issue caused when exporting the list view PDF with more rows

    Domain Support

    PRB1411213

    The task_sla table on querying contract_sla displays results differently when in the global domain The task_sla table on querying contract_sla displays results differently when initially in global domain, and when changing to another domain and then changing back to global domain.

    Domain Support

    PRB1413860

    The attachment's domain should be the session domain in some scenarios When attaching an attachment on the catalog item or record producer new record form, the attachment is attached in the global domain. Even after submitting, the domain of the attachment is not changed to match the record's domain. This causes an issue with the visibility of the attachment record on the target record.

    Edge Encryption

    PRB1416382

    When 'no_truncate=false' is set and edge encryption is enabled, characters are truncated in the list view When 'no_truncate=false' is set, the list view's payload portion of the tokenized tooltip message gets truncated. This applies to any list view with a large payload that is using tokenization.
    1. Activate the Edge Encryption plugin.
    2. Create and configure Edge Encryption proxy.
    3. Create a tokenization pattern.
    4. Create an incident where each of the test values is pasted in the description field.

      For example, the 1000 character test value should be in the description field of one incident.

    5. Add a description column to the incident list view.

    Expected behavior: The description is tokenized (encrypted) when viewed through the instance, and clear when read through the proxy.

    Actual behavior: The list view is truncated (not presented in whole) when viewed through instance or proxy.

    Email

    PRB1419206

    Watermarks for all notification-generated emails are being created with no Email value A change of the logic within EmailOutbound made it so that the sys_id is unknown at the time an email watermark record is inserted.

    Encryption/Cryptography

    PRB1411669

    Unable to create an encryption field config on a parent table after deactivating a field config that was created on a child table
    1. Log in as a user with elevated privileges and set the KMF property to opt_in.
    2. Create an encryption module.
    3. Create a field configuration on the problem table (column: description).
    4. Create a field configuration on the task table.

      Notice the errors 'Error Message The selected field already has an encryption configuration for table task or its extensions' and 'Error Message Invalid insert'.

    5. Open the field configuration on the problem table and turn off the active flag.
    6. Save the changes.
    7. Repeat step 4.

    Expected behavior: The user should be able to create an encryption config on the task table.

    Actual behavior: The user is unable to replicate or create an encryption config on the task table. They receive the errors 'Error Message The selected field already has an encryption configuration for table task or its extensions' and 'Error Message Invalid insert'.

    Event Management

    PRB1379149

    Two alerts are shown in the UI (taking into consideration also the second level of ESX) while the workspace query returns 0 and takes only the first-level CIs
    1. Deploy 'Simple Business Service'.
    2. Create a CI as 'cmdb_ci_esx_server' and call it 'esx-node'.
    3. Add a relationship in 'Infrastructure Relationships', with the following:
      • Child type: esx node
      • Parent: win_server
      • Relation type: Virtualized
    4. Add the 'Virtualized' relationship in CI relationships when the parent is: Default Value -1140312222 and child: esx-node.
    5. Change the application service from operational and non-operational back to operational.

      The impact tree should include now - esx-node, but it is not appearing in the topology.

    6. Navigate to the service by navigating to operator-workspace > Open service -details and verify that the esx-node is not appearing in Related CIs.
    7. Send an alert to the 'esx-node'.
    8. Make sure that the severity of the service is changed accordingly.
    9. Open service-preview and make sure you see this alert.
    10. Click to open primary alerts inside the service-preview.

      Notice the empty related alerts.

    When a query is run, it goes over the CIs in the related CIs, and not those that exist in the impact tree.

    Event Management

    PRB1411462

    Inconsistency between processing 'Closing' and 'New' events 'Closing' events that are not connected to alerts receive different results from the same event connected to an alert.
    1. Create an event rule that bounds an alert to the CI.
    2. Send a 'Closing' event matching the event rule filter.

      It is not processed, and no alerts are connected to the event.

    3. Send the same event but in the 'New' state.

      It is processed and connected to the alert, and the alert is bound to the CI.

    While the licensing job count nodes run, it creates 2 different rows in em_unique_nodes for the same event: one based on alert information for the 'New' event, and one based on the field node in the 'Closing' event.

    Event Management

    PRB1412966

    Text-based groups are not closed when all secondaries are closed Certain methods are querying CMDB, Automated, and Generalized patterns, but omitting text-based.
    1. Create a text-based group.
    2. Close the secondaries.

    The group alert should be closed, but it is not.

    Event Management

    PRB1413278

    Plugin activation failure message for the Proactive Customer Service Operation with Event Management plugin There are errors on the logs while activating the Proactive Customer Service Operation with Event Management plugin. The plugin activation failure error is found when installation is completed. The error says 'Proactive Customer Service Operations with Event Management was not activated. Another update operation is being performed: Plugin Activation for com.snc.proactive _cs_itom. Try again when it is completed.'

    Event Management

    PRB1413289

    When closing a text-based primary group, one of the secondary groups remains open
    1. Create a text-based group with 2+ secondaries.
    2. Close the group.

    Expected behavior: All secondaries should be closed.

    Actual behavior: One secondary remains open.

    Event Management

    PRB1414858

    ACC policy import export does not work in Paris due to a missing script include in the global domain The policy import export does not work because there is missing dependency in the Paris release.

    Event Management

    PRB1416322

    ClassModel is not an extension point for the Event Management plugin This causes server CIs to be inserted into the license table as 'other (not licensable)' instead of 'server (licensable)'.

    Event Management

    PRB1416608

    A connection leak is causing the MID Server to get stuck When the MID Server is running with OI recommended settings, about 5 minutes after the ACC connects to the MID Server, the MID Server stops to send heartbeats to the instance and appears as 'Down'. This is a result of missing connections that were not released.

    Event Management

    PRB1417207

    Change the existing unknown nodes to 'licensable' = N Otherwise, nodes are counted twice: once unknown from an event, and once from an alert.

    Flow Designer

    PRB1407102

    After deleting an output variable in the 'Define Payload' step of the Flow Designer action, all the data pills under the 'Create user' PowerShell step are reset to the same value

    Flow Designer

    PRB1411152

    When creating the input variable for the script step of the type reference, after saving, it disappears
    1. Create an action in Flow Designer.
    2. Create one action input of the type reference.
    3. Choose the script step option for this action.
    4. Under Input Variables, click Create Variable.
    5. Add a variable name and map the value of the previous input step.
    6. Click Save.

    Expected behavior: The variable should get created.

    Actual behavior: The variable just created vanishes.

    Note: The same works fine if the data type chosen is something other than reference, for example, 'string'.

    Flow Designer

    PRB1411974

    Subflow new input fields are duplicated from already defined ones after saving
    1. Create an input of Object type.
    2. Create a child and make it an Array.Object type.
    3. Create child inputs and follow the same steps for another subflow input with the same internal names for the children as the first input.

    Notice the Array of Objects created for the first input is copied to the Array of Objects created in the second input automatically when you save the subflow.

    Flow Designer

    PRB1413462

    The Flow Designer 'Wait For Condition' can experience a race condition which leaves the flow stalled in the waiting state even though the condition is met 'Wait For Condition' gets stuck waiting for the record status change even though the record has reached the required state. Also, the record watcher entry in the sys_rw_action table is intact.

    Flow Designer

    PRB1413761

    Content access criteria only allows single roles to be selected
    1. Open the Content Filtering Rules menu option from the navigator.
    2. Create a rule.
    3. Try to select more than one role.

    Expected behavior: The user can select more than one role.

    Actual behavior: The user can select only one role per rule.

    Flow Designer

    PRB1414420

    The selected value of the Dynamic Choice field is not visible after saving the flow
    1. Create an action having 3 Dynamic Choice fields, such that:
      • The value of the second field should be based on the first field
      • The value of the third field should be based on the value of the first and second field
      • All 3 of the fields should be mandatory
    2. Select the value of the first field.

      The dynamic action should execute to populate the Dynamic choice field list for the second field.

    3. Select the value of the second field.

      Dynamic action should execute to populate the Dynamic choice field list for the third field.

    4. Select the value in the third field.
    5. Save the flow.
    6. Reload the browser.

    Expected behavior: The previous selected value for all 3 fields should be selected.

    Actual behavior: The selected value of the third field is not visible. When executing the action just after saving the flow, you are able to execute it. If you try to execute the action after refreshing the browser, it throws an error and asks to provide the value for the third field.

    Flow Designer

    PRB1414937

    The flow on the 'Waiting' state before upgrading to Paris finishes with the 'Error' state when the execution of the Ask for Approvals or Wait For Condition actions starts after the upgrade
    1. On a New York instance, navigate to Flow Designer and create a flow. For example:
      • Name = 'New York Flow'
      • Trigger = Created
      • Table = Incident
    2. In the flow, add a Wait For Condition action for the incident created. For example, Conditions: 'State' is 'In Progress'.
    3. Add an Ask for Approvals action for the incident created. For example:
      • Rules = 'Approved' when 'Anyone approves'
      • User = 'Abel Tuter'
    4. Publish the flow 'New York Flow'.
    5. Create several incident records to trigger the flow.
    6. In Flow Designer, open the operations view for the execution of the flow on one of the incidents.
    7. Validate that the flow execution is in the 'Waiting' state on the Wait For Condition action.
    8. Upgrade the New York instance to Paris.
    9. After the upgrade, navigate to the incident list view and change the state of one incident created from 'New' to 'In Progress'.
    10. In Flow Designer, open the operations view for the flow execution on this incident.

    Expected behavior: The Ask for Approval action should have the state 'Waiting'.

    Actual behavior: The flow and the Ask for Approval action finish with the state 'Error'.

    Flow Designer

    PRB1415331

    Activities in Process Automation Designer are broken due to dependent field changes in Flow Designer

    Flow Designer

    PRB1415470

    Flows are not visible after upgrading to Paris

    Flow Designer

    PRB1416265

    KB0855562

    Thread safety issues in the GlideRecord Converter may cause GRProxy to randomly have a corrupted value under a heavy load Flow designer inputs or outputs may occasionally be set to the wrong value under a heavy load.

    Refer to the listed KB article for details.

    Flow Designer

    PRB1416281

    When selecting a table in the Trigger table picker, the user should be able to select 'sc_task'

    Flow Designer

    PRB1417634

    Flows are throwing an error during the upgrade and are not running This happens when upgrading an instance from Madrid to Orlando.
    1. Navigate to a Madrid instance.
    2. Schedule an upgrade.
    3. While upgrading, run the following script in the background: SNC.AlertManager.executeSubflow(actionFullName,this.evtMgmtCommons.getRecordDomain(alertGR), inputs);

    Notice the error in the logs.

    Flow Designer

    PRB1421196

    The reporting level unexpectedly changes to 'On' when calling a dynamic subflow
    1. Navigate to Flow Administration > Properties and turn reporting level to 'Off'.
    2. Create a subflow 'dyna' that logs a string input.
    3. Create another subflow 'call_dyna' that calls the subflow 'dyna' using the dynamic flow feature.
    4. Execute this in the background script page: sn_fd.FlowAPI.getRunner(). subflow('global.call_dyna').inBackground().run();
    5. Open the sys_flow_context records for the two subflows.

    Observe that call_dyna has reporting=off and dyna has reporting=on.

    Forms and Fields

    PRB1333426

    Currency fields are multiplied by 100 when saving a form before it loads completely When a form has currency fields, the currency values are multiplied by the number of decimal places, typically 100 for two decimal places, if the Save or Update button is selected before the form is fully loaded and formatted.
    1. Set system property glide.system.locale to 'de.US' (it is the language that changes the format, not the country).
    2. Create a core_company record, give it any name, and save the record.
    3. Open the created record and change the view to 'Vendor'.
    4. Navigate to the Information section.
    5. Enter '123,45' in any of the currency fields and save, or update and open the record again.

      The currency value should remain '123,45'.

    6. Set your browser network speed to something slow like 'Fast 3G' and disable the cache.
    7. From the right-click context menu, select Reload.
    8. Click Update.
    9. Open the record again.

    Expected behavior: The currency value should remain '123,45'.

    Actual behavior: The currency value changes to '12.345,00'.

    Forms and Fields

    PRB1411676

    Misalignment on the arrow on template question options
    1. Log in as admin.
    2. Create a survey with all template questions (mainly NPS).
    3. Assign the survey to a user.
    4. Navigate to My Assessment & Survey.
    5. Select the survey.
    6. Point to the template question option.

    Expected behavior: The arrow is not misaligned.

    Actual behavior: Pointing to the template question option shows a misaligned pointing arrow.

    Governance, Risk and Compliance

    PRB1418919

    KB0854237

    Unable to view previews from Attestation Designer and Risk Assessment Designer Unable to view preview questions in the Attestation Designer for the Control Attestation preview and the Risk Attestation preview.

    Refer to the listed KB article for details.

    Graph API

    PRB1411288

    Implementation details are shown in an error thrown as a result of a type mismatch The Java class path and class names are visible in the error detail. This error seems to only occur for types that require a type resolution.

    Graph API

    PRB1412411

    Cannot use GlideRecord#get in the scripted resolver Users are unable to use GlideRecord::get when returning a GlideRecord from a scripted resolver. This occurs because the GlideRecord resolver calls next, which returns null since GlideRecord#get has already called next.

    Graph API

    PRB1417617

    GraphQL logging is not usable in Splunk Enhanced GraphQL logging was added for support and monitoring. After vetting with monitoring, it was observed that the logging was not working for Splunk querying.

    HTML Editor

    PRB1407495

    KB0827892

    The iFrame src attribute is discarded by HTMLSanitizer, even after adding it to the allow list in the script include HTMLSanitizerConfig

    Refer to the listed KB article for details.

    HTML Editor

    PRB1415144

    KB0832659

    The HTML editor 'Source Code' view cursor location is no longer the same as the WYSIWYG cursor When editing an article on HI and clicking the code button, the cursor should automatically be in the same location as the What You See is What You Get (WYSIWIG) view when the HTML source code is opened.
    1. Open a KB article with a state of 'In Progress' from list view in edit mode.
    2. Place the cursor near the middle of Article body field contents.
    3. Click the Source Code button.

    The window containing HTML opens and the cursor is located at the beginning of the first line, instead of being in the same location as the WYSIWIG view.

    Human Resources Service Management

    PRB1412541

    Performance issues when upgrading from Orlando to Paris Assigning roles to users takes a long time when upgrading from Orlando to Paris.

    Human Resources Service Management

    PRB1413465

    The Fulfillment Instructions field is cleared out after submission if its condition uses a field defined on a table extending from sn_hr_core_case After submitting a new HR case, its Fulfillment Instructions field is cleared out if the FI's condition uses a field defined on a table extending from sn_hr_core_case.

    Human Resources Service Management

    PRB1413581

    The To-dos page is broken when rendering to-dos pulled from SuccessFactors
    1. Configure SuccessFactors on a Paris instance.
    2. Access HR Integration Service and set 'Pull To-dos' to true.
    3. Execute the schedule job 'SuccessFactors Sync' and confirm that the job run is successful.
    4. Access HR Pulled To-dos and verify SuccessFactors to-dos are pulled successfully.
    5. Impersonate as any user with an assigned SuccessFactor Todo, and access ESC Portal > Todos page.

    Notice that the To-dos page is broken and shows errors when rendering the HRM To-dos summary widget.

    Human Resources Service Management

    PRB1413700

    The case state is not updated as per the state in the associated templates
    1. Create or update a template mapped to HR service.
    2. Set the state as 'Ready' or 'Work in Progress'.
    3. Create a case in the platform view.

    Notice that the state of the case is always in the 'Draft' state.

    Human Resources Service Management

    PRB1413950

    Updates to the report_view ACLs

    Human Resources Service Management

    PRB1416425

    Prediction for auto assignment happens even when the sys property is set to false
    1. Install the Predictive Intelligence plugin.
    2. Train the Auto assignment group solution definition.
    3. Create a case with the sys property set to false.

    Notice that the prediction is happening, which should not happen.

    Incident Management

    PRB1412729

    Error messages should be displayed for sn_incident_write when an incident is resolved without asset actions
    1. Install the HAM plugin.
    2. Create or navigate to any incident.
    3. Add Affected CIs (hardware).
    4. Log in as an incident_write user.
    5. Without performing any actions on the asset, click Resolve.

    Expected behavior: When an incident is resolved without performing the actions, an error message is thrown.

    Actual behavior: The incident is resolved without throwing the error.

    Incident Management

    PRB1413107

    The Playbook tab does not appear for incidents on Agent Workspace
    1. Make sure that there is process definition on the incident table with the trigger type 'Record Create'.
    2. Create an incident matching the trigger condition.
    3. Make sure that the Playbook/process definition has executed for this incident (an entry in the sys_pd_context table).
    4. Open this incident record on Agent Workspace.

    Expected behavior: The Playbook tab is shown with the details of activities.

    Actual behavior: The Playbook tab does not appear.

    Incident Management

    PRB1416710

    The 'Assigned to' reference qualifier on an incident is not working for users with the incident_write role The incident_write role should provide an equal amount of access to users who have the itil role, but are limited to an incident. The incident 'Assigned to' field's reference qualifier is inherited from a task, and there is no override to check for the incident_write role. As a result, only users with the itil role can be assigned to an incident.
    1. Open any incident.
    2. Try to assign the incident to users with the incident_write role and no itil role.

    Instance Security Center

    PRB1414066

    Poor performance for the 'Report shared with a specific role which does not exist' check Executing the 'Report shared with a specific role which does not exist' table check, or a scan which includes that check, takes significantly longer than any other table check.

    Instance Security Center

    PRB1417203

    Remove the package calls on the refresh button widget and the on schedule job Need to run daily data management so the hardening configurations for package calls stay compliant.

    IntegrationHub

    PRB1403943

    The current IntegrationHub Dynamic Definition is incomplete as it doesn't capture Orchestration Core TX The current IntegrationHub Dynamic Definition 'LICIHMIntegrationHubPool' captures IntegrationHub transactions only.

    IntegrationHub

    PRB1411318

    The Copy action results in an error in the 'Action with PowerShell' step
    1. Create an 'Action with PowerShell' step.
    2. Configure all required data in the PowerShell step.
    3. Save the action.
    4. Copy the action.

    Expected behavior: A copy of the action is created and loaded without any error.

    Actual behavior: An error - 'Bad Request. Maxlength exceeded in (1) PowerShell step for field: Command' shows. A copy of the action is created but it is not loaded automatically.

    IT Operations Management

    PRB1416841

    The Pattern step should not contain the user name

    IT Operations Management

    PRB1420880

    The new com.snc.itom. discovery.license plugin is required by features of ITOM Discovery and ITOM Visibility Features of ITOM Discovery and ITOM Visibility depend on the activation of the new com.snc.itom. discovery.license plugin in order to be activated themselves.

    ITSM Integrations - Translation

    PRB1416649

    The 'Ocp-Apim-Subscription-Region' header should be included in Microsoft v1 deprecated actions The 'Ocp-Apim-Subscription-Region' header should be included in Microsoft v1 deprecated actions for both the Detect Language and Translate Text To Multiple Languages actions.

    Knowledge Management

    PRB1414110

    After adding an attachment but before closing the pop-up, a Delete attachment button appears, but it is unlabeled for screen readers All buttons need accessible labels, but the delete 'x' button is labeled 'unlabeled button 5' rather than 'delete attachment [attachment name]'.
    1. Start a screen reader.
    2. Navigate to /sp and open any knowledge article.
    3. Select to comment on the article.
    4. Add a file to the comment.

    After adding the attachment, but before saving the changes, there is an 'unlabeled 5' button that is actually the Delete the new attachment button.

    Language and Translations

    PRB1384107

    The Japanese translation for Condition Builder is incorrect Some text in Condition Builder does not translate correctly in Japanese. When the word selected is 'activity due' (which is the associated date), some Japanese is translated incorrectly.
    1. Install the Japanese plugin.
    2. Change the system language to Japanese.
    3. Navigate to incident.list.
    4. On the list view, click Filter and select "アクティビティ期限".

    Expected behavior: The correct translation should be displayed. An unnecessary character such as ":" should not appear.

    Actual behavior: The translation displayed is incorrect and an unnecessary character appears.

    Language and Translations

    PRB1416926

    Translation updates for Paris (22 languages) For more information, refer to Activate a language.

    Lists

    PRB1414121

    When a user opens a reference list on the platform, the resulting pop-up is difficult to understand for screen reader users
    1. Start any screen reader.
    2. In the platform, create or open any incident.
    3. Navigate to one of the field search buttons and select it.

    Note the description of the pop-up fails to describe the contents of the table.

    Lists

    PRB1421664

    The onCellEdit client script does not work when executed on field assignment group on tables that inherit tasks

    Live Feed

    PRB1281798

    KB0827724

    The @mention feature does not send out notifications when the name of the user record contains characters like '[ ]' When @mention is used and it queries for sys_user names that contain characters such as '[ ]', the notification does not work because it does not insert a record into the live_notification table.

    Refer to the listed KB article for details.

    Machine Learning Solutions

    PRB1413396

    HR case classification solution prediction fails due to missing the isClassificationSolution method
    1. Install the Predictive Intelligence plugin.
    2. Train HR case classification solution.
    3. Create an HR case and check whether the Predicted Service column is populated with predicted HR service or not.

    MID Server

    PRB1409892

    After upgrading to Orlando, Discovery is failing on WMI queries This issue occurs because the base instance MID Server parameter 'mid.sa.prefer_powershell' is set to false and is not deleted or updated to true.

    MID Server

    PRB1411493

    PowerShell processes leak while importing modules After spinning up a PowerShell process, it is used to load modules and run commands. In case it hits the timeout while loading the modules, the process is never closed. The default is a 1-minute timeout for loading modules, which users hit.

    MID Server

    PRB1413796

    The External Credential UI does not work for Windows Credentials When activating the External Credential plugin and checking the 'External Credential Store' checkbox, nothing happens. After the checkbox is checked and the form is saved and reloaded, the checkbox is unchecked.
    1. Activate the Discovery plugin.
    2. Activate the External Storage Credential plugin.
    3. Navigate to the Discovery Credentials table and create a Windows Credential record.
    4. Check the 'External Credential Store' checkbox.

    Expected behavior: The Username and Password fields disappear, and a new field called Credential ID appears.

    Actual behavior: Nothing happens.

    MID Server

    PRB1413926

    The MID does not provide access to the keystore for the MID webserver The jetty webserver on the MID uses a custom keystore by default to set up an HTTPS connection. However, users may use the keystore used by the MID to secure the channel to the instance.
    1. Set up the webserver on the MID.
    2. Notice that the configuration prompts for a custom certificate.

    MID Server

    PRB1416895

    Upon closing the agent web socket connection, the agent is not cleared from the agent map found on the MID

    Mobile Platform

    PRB1412580

    The item parameter can't be selected in the Append Encoded Query field

    Mobile Platform

    PRB1413437

    The deeplink function in ActionablePush PayloadBuilder only works for the Agent app, but doesn't work for the Now Mobile or Onboarding app

    Mobile Platform

    PRB1414855

    When configuring filters and setting Active to false on Filter/Category/Condition, it does not send the default filters
    1. Open the applet filters default filters.
    2. Open filter configurations and disable part of the filter with the Active checkbox button (Filter/Category/Condition).
    3. Open the mobile app and log in to the instance.
    4. Open the list filters default filters.

    Expected behavior: The filter icon displays, and when tapping on it, default filters display.

    Actual behavior: No filter icon displays, and the filters are not sent to the mobile.

    Mobile Studio (non-classic)

    PRB1412618

    The version migration pop-up should detect the current version dynamically
    1. Upgrade from Madrid configurations to Paris.
    2. Notice that the pop-up references the Orlando version.

    It should detect the current version dynamically. For example, in the header, 'Migrate to [version name] version' and in the body: 'We have detected mobile configuration based on the Madrid version. Click the Migrate button to update your configuration to [version name] based configuration. To continue editing using the Madrid version, click the Open Instance button.'

    Mobile Studio (non-classic)

    PRB1413596

    Add or Edit Filter crashes when no options are available for the list
    1. Open an existing applet.
    2. Change the filters to 'Manual'.
    3. Add a filter.
    4. Select the Created By field.

    Mobile Studio (non-classic)

    PRB1416232

    Disable the Combined List feature in Mobile Studio

    MS Teams - App Core

    PRB1422173

    Virtual Agent updates for the Microsoft Teams app This applies to users with the Microsoft Teams Store app only.

    Patterns

    PRB1374360

    KB0827777

    The cmdb_ci_os_packages identifier is set to 'Independent', causing packages to incorrectly be marked as duplicates The cmdb_ci_os_packages identifier is set to 'Independent' instead of 'Dependent', causing packages to incorrectly be marked as duplicates in CMDB view reports.

    Refer to the listed KB article for details.

    Patterns

    PRB1402393

    KB0827975

    Discovery is consuming high CPU on target Windows servers due to the PostgreSQL pattern running find.exe When running discovery on Windows machines where Postgres DB is installed, users observe high CPU utilization (50%-90%) on target machines due to the find.exe process. The find.exe process starts when the PostgreSQL pattern is launched by discovery and the find.exe process is still running even after the discovery completes. If users run 'find' with certain parameters, it hangs. However, this does not happen with 'findstr'.

    Refer to the listed KB article for details.

    Patterns

    PRB1407417

    The discovery for member accounts is not working properly Amazon Cloud accounts are not discovered or updated when creating the Cloud Discovery schedule.

    Patterns

    PRB1410849

    KB0832086

    The JBoss pattern running 'Find' can cause a high CPU and stuck processes on the server being scanned
    1. Discover a Windows or Linux server running the JBoss application.
    2. In the target server, monitor the running process during the pattern execution.

    The 'Find' processes are using high CPU and may run for a long time.

    Patterns

    PRB1411177

    KB0829785

    Using the 'find' command in patterns can cause high CPU and stuck processes on the server being scanned The use of the 'find' command in the patterns step can cause high CPU usage and stuck the processes on the target machine.

    Refer to the listed KB article for details.

    Patterns

    PRB1419591

    JBoss version regex issue The current regex in the JBoss pattern does not work for the old version of JBoss containing (space or _).

    Performance Analytics

    PRB1402274

    Visuals on Workspace do not respect the 'Render Continuous Lines' property with aggregate
    1. Create one indicator on Daily Frequency, add scores with gaps, and make sure you see gaps when you select any aggregate.
    2. Create a PA widget with the following configuration:
      • The indicator you created in Step 1
      • TS: - 7d running SUM
    3. Add the widget to the dashboard.

      Notice that it breaks in the series.

    4. Add the widget to the landing page.

      Notice that it breaks in the series.

    5. Set 'Render continuous lines' to true on the indicator you created in step 1.
    6. Refresh the dashboard and workspace.

    Notice that the series is continuous on Classic, but on the landing page it is not continuous.

    Performance Analytics

    PRB1419943

    The Performance Analytics snapshots table is cleaned when the job fails
    1. Make sure the pa_snapshots table has records for the job already.
    2. Let the PA data collection job fail.

    Expected behavior: It should clear only those records that are created by a particular job run.

    Actual behavior: It clears all the snapshots related to the job.

    Persistence

    PRB1411041

    Allow applications, like SAM-software license-related jobs, to slow down on a mass update when a lag is detected

    Persistence

    PRB1415002

    KB0854207

    Issues in the cmdb$par2 'overflow' during the upgrade When an upgrade or update creates an indexed column in cmdb_ci specifically, and the first partition table cmdb$par1 is full of indexes, the platform may fail to index the column by putting it in a new partition table cmdb$par2. If the compound index involving such an element and another element is created (the latter element not necessarily on cmdb_ci), in some circumstances the storage aliases for the new elements may be corrupted. This results in syntax errors during and after the upgrade.

    Refer to the listed KB article for details.

    Platform Licensing

    PRB1409576

    The App Engine dashboard and related definitions are not working as expected

    Platform Licensing

    PRB1412528

    Subscription Entitlement Framework does not work on large numbers of users or roles During performance testing on a large number of users, it was found that not all users were processed. The limit is a combination of the number of users x the number of roles they have, for a combined limit of 10k. For example, if there is 1 user with 10k roles, only one user is processed. If there are 10k users with one role each, 10k users will be processed. The limit is driven by the value of the glide.db.max_view_records property.
    1. Set up a couple of licenses on the instance.
    2. Create around 5K users: some who fall in just one of the licenses, some who are common to both, and some who are unlicensed by the roles assigned to the users.
    3. Run 'Update Allocation job' and check the sys_user_unlicensed and sys_user_has_license tables.

    The sum of users in these tables should be the number of users created in step 2. However, the count is less than expected.

    Platform Licensing

    PRB1413470

    Users marked as fulfillers for PlatformRuntime are also showing up as needing entitlements for apps for which they are requesters

    Platform Licensing

    PRB1414926

    Any custom tables not mapped to a subscription are considered unmapped Custom tables should be mapped to subscriptions. Any custom tables not mapped to a subscription are considered unmapped, and the users associated with these unmapped custom tables should be displayed in Unsubscribed Usage on the subscription overview page with the allocated count against the application Now Platform App Engine.
    1. Download an App Engine license to your instance.
    2. Create a custom application and add a few custom tables to the custom application.
    3. Allocate these custom table roles to users and run update allocation job on the subscription overview page.

    Platform Licensing

    PRB1416699

    Active users with a last login day of more than 366 days ago and less than 13 months ago will be assigned to a license

    Playbook - Workspace UI

    PRB1412699

    The 'First select a table' message is prompted after the Add Filter Condition button is clicked in the Playbook Experience - Activity Overrides page even when the table has been selected

    Playbook - Workspace UI

    PRB1414116

    For the 'Create Record' activity definition, the 'Associated table' and 'Associated record' field values need to be updated The Associated table and Associated record fields should refer to the record that the user created, not the sys_flow_data record.
    1. Navigate to Process Automation Administration > Activity Definitions.
    2. Open the 'Create Record' record.
    3. In the Activity Experience tab, observe the Associated table and Associated record fields.

    Expected behavior: These two fields should refer to the record that the user created. This way, users can edit the record after they create it.

    Actual behavior: These two fields refer to the sys_flow_data record. In the playbook card, the user sees another new record form.

    Predictive Intelligence

    PRB1410932

    Enable non-ML admin users to get solutions from the store and invoke predictions via the ML API For more information, refer to Using Machine Learning APIs.
    1. Log in as a user that does not have ML admin privileges.
    2. Perform any action that causes the execution of a script that needs to get ML solutions from the store, get a version, and ask for a prediction with that solution version.

    The script fails to get predictions, and it fails when trying to get solutions from the store. This is because it does not have the proper privileges.

    Predictive Intelligence

    PRB1411445

    Values in the Predicted Input Value and Final Input Value columns have different delimiters Values in the Predicted Input Value and Final Input Value columns have different delimiters, and hence the column values do not match.
    1. Train a classification solution on the incident table with short description and description columns as input columns.
    2. Activate the business rules 'Default Task Based Prediction' and 'Update Prediction Results'.
    3. Create an incident with some text in the short description and description columns.
    4. Ensure that the prediction is run successfully and the categorical column is set with the predicted value.
    5. Close the incident.
    6. Check the ml_predictor_results table for the recorded prediction.

    The Predicted Input Value and Final Input Value columns have values with different separators and delimiters.

    Predictive Intelligence

    PRB1413206

    Unable to add floating point attributes in the Classification model Users receive the error message 'Input fields are only supported for Choice, String, HTML, Reference, Integer types'.
    1. Train a classification solution with the input column as floating point attributes.
    2. At step 3 in the solution definition page, choose any input name starting with (Ratio) and save the record.

    The training submission should be successful, but users receive the error message 'Input fields are only supported for Choice, String, HTML, Reference, Integer types'.

    Predictive Intelligence

    PRB1418794

    Update the scheduler plugin version to 1.3.1 The scheduler plugin that acts as a load balancer for ML training requests required updates for taking data out of the instance. The updates addressed the need to specify public-private URL mapping. This PRB applies to on-prem users.

    Predictive Intelligence Workbench

    PRB1416481

    The pre-train label does not appear for non-guided templates This issue occurs because there is no net automation for similarity, so it fails to pass the conditions for showing the pre-train label.
    1. Train a base instance similarity solution that has a use case template.
    2. Navigate to the use case templates page.

    The page should show the pre-train label for this use case, but it does not.

    Process Automation Designer

    PRB1415014

    The same error message appears on the newly created process after the user tries to delete a process in a different scope
    1. Create a process in a different scope (non-global).
    2. From the homepage, delete the created process.

      Notice that an error message pops up as expected.

    3. Create a process in any scope.

    Notice that the same error message appeared in Step 2 shows up on the newly created process.

    Other scenario:

    1. Log in to PAD.
    2. Create a process in a non-global scope.
    3. In the global scope, delete the process created above.

    Notice that the error message displays as expected. However, when navigating to a different page, the error message is still seen.

    Process Automation Designer

    PRB1416450

    'Wait For Condition' and 'Add Filter Conditions' do not work on the incident table
    1. Create a process.
    2. Add a lane and add a 'Wait For Condition' activity.
    3. Configure activity to select Incident Record and Incident Table.
    4. Click Add Filter Condition.

    A pop-up appears saying 'Select Table', even though the table name is already selected.

    Project Management

    PRB1416797

    KB0853033

    An error occurs on the instance: 'Syntax Error or Access Rule Violation detected by database ((conn=xxxx) Table 'xxxx.baseline_core' doesn't exist)' The following error occurs on the instance when navigating to baseline_core.list: 'Syntax Error or Access Rule Violation detected by database ((conn=xxxx) Table 'xxxx.baseline_core' doesn't exist)'. The error also occurs when attempting to bring up the list for any of the child tables of baseline_core.

    Refer to the listed KB article for details.

    Project Portfolio Management

    PRB1413235

    The timeline date extension is incorrect when the task bar is dragged and the summary bar umbrella is not adopting the percentage complete color
    1. Launch sn-gantt-connected with the planned_task table.
    2. Create a dependency between a child task and another independent task.
    3. Collapse the parent of the above child task.

      Observe that the dependency line is still shown.

    4. Change the bar colors.

    Observe that the summary bar umbrella is not adopting the defined color of the summary percentage complete bar color.

    Project Portfolio Management

    PRB1414012

    Grouping for sn-datagrid is broken while performing the row inline edit and the component doesn't load in Safari
    1. Launch sn-datagrid with Product Backlog demo data.
    2. Apply grouping on any of the columns.
    3. Edit any column and press Enter.

    Observe that the Group column is shown without the grouped items.

    Project Portfolio Management

    PRB1414837

    The demand to project conversion API needs to be made available for scoped apps There is also a planned task API error when the display column does not have project and demand console columns.

    Reporting

    PRB1389329

    KB0831955

    Clicking the Share icon of a dashboard displays an empty space Clicking the Share icon of a dashboard displays an empty space. The user doesn't have the rights to share but the icon is still visible on the dashboard.

    Refer to the listed KB article for details.

    Service Catalog: Service Portal Widgets

    PRB1411724

    KB0830948

    Order guides with the 'Multiple Choice' variable within variable sets of the included catalog items is causing a selection issue on Service Portal If an order guide contains 2 or more catalog items that use the same variable-set, and that variable set contains a 'Multiple Choice' variable, the 'Multiple Choice' variable is grouped as a single item across all the catalog items, rather than being independent per catalog item. For example, selecting a radio button on one catalog item deselects it on a separate catalog item when on the 'CHOOSE OPTIONS' page, as if they're grouped.

    Refer to the listed KB article for details.

    Service Catalog: Service Portal Widgets

    PRB1419110

    The standard ticket header fields show a white background when the portal is running with a stock theme
    1. Change the portal theme to a stock theme.
    2. Create a request for any catalog item.
    3. Navigate to the standard ticket page.
    4. Validate the background color for the header fields (Number, Created, Updated, State).

    Expected behavior: The background color should match the page background.

    Actual behavior: The field background is white, which does not match the page-level background.

    Service Catalog

    PRB1411967

    Making 'ignore price' true on an item does not hide the price on variables This is a change from Orlando, where selecting the variable value added the price on the item as 'ignore price' was set to false. Now, because 'ignore price' is set to true, the price should be hidden on the variable.
    1. Create a catalog item with a multiple choice variable with different choices for the price.
    2. Do not have any price on the item.

      In Orlando, this would make the 'ignore price' form level variable false. In Paris, there is a change which makes the 'ignore price' variable as true.

    3. Try the item.

    Expected behavior: It should not show the price on the variable choice.

    Actual behavior: The variable choice shows the price and selecting it does not add the price on the item.

    Service Catalog

    PRB1413685

    Business Stakeholder is unable to see catalog task information
    1. Give a user the Business Stakeholder role.
    2. Open a catalog task.

    Expected behavior: The user should be able to see all the task fields.

    Actual behavior: The fields do not show up.

    Service Catalog

    PRB1415225

    The RITM configuration of Standard Ticket should show the summarizer instead of a read-only variable editor In the new Standard Ticket Page configuration, the 'Additional Details' tab shows read-only variables instead of a variable summarizer.

    Service Mapping

    PRB1411232

    The sm_admin role should be able to customize the relationships added for tag-based mapping For more information, refer to Components installed with Service Mapping and Configure tag-based discovery.
    1. Create a user with the sm_admin role.
    2. Customize the relationships added for tag-based mapping in the svc_traversal rules table.
    3. Create a tag-based service.

    Service Mapping

    PRB1414489

    Switches are not added to the network path due to a case sensitivity code error One result of this issue is service mapping not showing network devices between servers.

    Service Mapping

    PRB1417512

    'Recalculate tag-base service' should check changes in the svc_traversal_rules and cmdb_rel_type tables 'Recalculate tag-base service' does not consider changes made in the svc_traversal_rules.list or cmdb_rel_type_rule_definitions.list tables.
    1. Create a VM by navigating to Virtual Machine Instances > New > name=dummy vm > Submit.
    2. Create a server by navigating to Linux > New and set the name=dummy linux.
    3. Create an application by navigating to Tomcat > New and set the name=dummy tomcat.
    4. Add to Configuration item=dummy, vm key=vm, and value=linux vm to the cmdb_key_value.list table record.
    5. Navigate to the cmdb_rel_ci.list table and create 2 relationships:
      • Parent=dummy linux server, Type= Virtualized by::Virtualizes, and Child=dummy vm linux
      • Parent=dummy tomcat on linux, Type= Runs on::Runs, and Child=dummy linux server
    6. Navigate to svc_tag_categories.list and create a category with the Tag category name=category vm linux and Tag key=vm.
    7. Click Submit.
    8. Navigate to svc_by_tags_service_families.list and click New.
    9. Set Service family name=service linux vm and Tag Category=category vm linux, and save.
    10. Click Manually update candidates then click View service candidates.
    11. Click the view map and then click the form button.
    12. Click Recalculate Service then click the view map and map display with the vm, server, and tomcat application.
    13. Navigate to svc_traversal_rules.list table and disable the cmdb_ci_appl Runs on::Runs Hardware [cmdb_ci_hardware] rule.
    14. Click Recalculate Service then click the view map.

    The tomcat application still exists on the map.

    Service Portal

    PRB1414109

    Insufficient confirmation upon attaching an attachment to either KB article comments or catalog items
    1. Start JAWS.
    2. In /sp, navigate to any page where an attachment can be added.
    3. Add the attachment.
    4. Listen for the confirmation that the file was attached.

    Notice that there is none.

    Service Portal

    PRB1414118

    The System Status page is not understandable to screen reader users The System Status table has no labels and it is not possible for a screen reader user to understand what is being displayed.
    1. Start a screen reader.
    2. In /sp, navigate to System Status.
    3. Move the input focus to the table.

    Notice that there is no real information on how to understand the table given by the screen reader.

    Software Asset Management Professional

    PRB1405174

    The script include SAMPMigration copies records without an SCCM group ID
    1. Install the SCCM plugin (2012v2 or 2016) but don't install the SAM plugin.
    2. Run the SCCM scheduled import.

      Notice that records are populated in cmdb_software_instance.

    3. Install the SAM plugin.
    4. Execute the 'Migrate Software Installs' script.

    Notice that the cmdb_sam_sw_install records are created but none of those records have sccm_group_id populated, which was populated in the cmdb_software_instance records. The cmdb_sam_sw_install table should have sccm_group_id and sccm_timestamp (if available) populated during migration.

    Software Asset Management Professional

    PRB1409541

    Suite of suites should avoid processing duplicate downgrade software models The entitlement downgrade rights could have duplicate downgrade software model information. For example, users could create two entitlements for MS Visual Studio 2020 with downgrade rights to MS Visual Studio 2019. This would create two records in the samp_downgrade_model. MS Visual Studio 2019 should be processed as a downgrade suite only once.

    Software Asset Management Professional

    PRB1412705

    If a new activity for a user is pulled, reclamation candidates do not automatically close
    1. Connect to any direct integration and pull user subscriptions.

      Based on the last activity, reclamation candidates are created for stale subscriptions.

    2. Update the last activity and run the job.

    Reclamation candidates related to non-stale subscriptions should move to the 'closed canceled' state.

    Software Asset Management Professional

    PRB1413176

    Unable to create an SAP connection when using a MID Server The 'return' statement on line 63 in the SAMSoapHandler script include needs to be changed to return on line 60 instead.

    Software Asset Management Professional

    PRB1413203

    Reserve Entitlement cost has been added to the true-up cost in the License Position Report

    Software Asset Management Professional

    PRB1413300

    Reserve entitlement cost should not be included in the total spend

    Software Asset Management Professional

    PRB1413609

    License Metric Attribute for Microsoft Per Core metric has been added A license metric attribute for a minimum of cores per virtual instance has been added.

    Software Asset Management Professional

    PRB1413808

    The G-Suite ServiceNow integration only pulls primary domain subscriptions from Google The G-Suite ServiceNow integration only pulls primary domain subscriptions from Google. Non-primary domain subscriptions should also be pulled.
    1. Log in to an instance with a G-Suite integration profile, and with domain and non-domain subscriptions.
    2. Compare the subscription count in the instance with the count in the portal.

    Software Asset Management Professional

    PRB1413963

    Clean up publishers to process table before reconciliation starts

    Software Asset Management Professional

    PRB1415413

    Filter the bundle software packages for engineering apps to avoid double counting the usage information License usage imported from OpenLM reports two records if the product is a bundle or suite: One record for the feature and one for the parent product. The records must be filtered in such a way that the usage is counted once.

    Source Control Integration

    PRB1402405

    KB0823703

    Applying remote changes for an application inserts a deleted choice and doesn't load the actual choices for a field Choices for a field are missing or deleted choices are shown when applying remote changes for an application.

    Refer to the listed KB article for details.

    Source Control Integration

    PRB1415391

    Tables are not deleted when applying remote changes that delete the table
    1. Create a global app and link to SC.
    2. Create a table with 2 columns and a script include and commit.
    3. On a second instance, import the app.
    4. Delete the table and commit.
    5. On the first instance, apply the remote changes.

    Expected behavior: The table should be deleted.

    Actual behavior: The columns in the table are deleted, but the table itself is not deleted.

    Upgrade Engine Issues

    PRB1406535

    App Install cluster synchronization does not expand the app zip when the app contains conditional content When processing the App Install cluster message, other nodes of the cluster fail to expand the app zip if the app only contains conditional content and no static content.
    1. On a multi-node instance, install app1 with conditional content for app2 but no static content on node 1.
    2. Confirm that the installing node has a log message that starts 'Expanding downloaded zip file' and that the other node does not have any such log entry.
    3. Navigate to the directory in the log entry.

      Notice that the package is expanded on the installing node, but not on the other node.

    4. Install app2 on node 2.

    Expected behavior: The conditional content for app1 should be processed after app2 is active.

    Actual behavior: The conditional content for app1 is not processed.

    Usage Analytics

    PRB1412008

    Weba_redirect is not decoding URLs correctly Redirects from weba_redirect.do are not redirected to the correct URL. The '=' is replaced by '=', resulting in the docs links breaking.

    VA-Conversation Server

    PRB1412669

    Requester input to invoke contextual actions is not displayed in the chat window
    1. Set up SMS and contextual actions on an instance.
    2. Start a conversation with Virtual Agent and try to invoke a contextual action (for example, Live Agent) by entering the associated keyword.

    Notice that the requester input is not displayed in the chat window.

    VA-Conversation Server

    PRB1413932

    Conversations are faulting for some non-guest users in B2B

    VA-Conversation Server

    PRB1414606

    Debug logging is not working for CustomAdapterServiceImpl When glide.cs.debug is set to true, sys logs do not print logs from CustomAdapterServiceImpl as expected.

    VA-Conversation Server

    PRB1416252

    The conversation is faulting upon entering an invalid input for the File Upload control
    1. Set up SMS and create a VA topic with a file picker.
    2. As a requester, select the topic created in Step 1.
    3. Enter an invalid input, like text instead of uploading an image.

    Expected behavior: The topic should be re-run, allowing the user to re-try the input.

    Actual behavior: The conversation is faulting.

    VA-Designer

    PRB1414134

    Topics are shown in the 'all topic' picker unless manually opted-out If a topic is not opted-in manually (additional channels on topic properties) for SMS, they can be part of the 'show all topic' picker and can be discovered in SMS. It should not be discovered or show in the 'all topic' picker unless manually opted-in.

    VA-Designer

    PRB1419238

    Slot filling is not happening for a bypassed reference choice node
    1. Create a model or intent, and add the utterance 'my favorite ice cream flavor is chocolate'.
    2. Choose 'chocolate' as an entity named flavor.
    3. Create a topic.
    4. Add a reference choice list in script mode with vanilla, chocolate, and strawberry as options, and disable confirmation.
    5. Change the 'condition' of the reference choice list to script and change the script to return false.
    6. In the end node message, output the reference choice value.
    7. Test the topic with topic discovery enabled.
    8. Enter the utterance 'my favorite ice cream flavor is chocolate'.

    Expected behavior: The topic is found, and 'chocolate' is output in the chat during the end step.

    Actual behavior: The topic is found, but the ice cream flavor is not output in the end step.

    Virtual Agent Lite for ITSM

    PRB1406714

    Performance degradation in Virtual Agent after upgrading to Paris Some KPIs presented degradation, including 'End-to-End', 'QUEUE_WAIT', 'VA_TOTAL_PROCESSING', and 'Load Client'.

    Virtual Agent Lite for ITSM

    PRB1414802

    The property sn_itsm_va.com.snc. itsm.virtualagent.portal_url doesn't exist for VA Lite, which is causing users to be redirected to an incorrect URL When ITSM VA conversations are not active, the property sn_itsm_va.com.snc.itsm. virtualagent.portal_url doesn't exist. This is causing the dynamic greeting to create an invalid URL for redirection on INTs, REQs, and links on greeting topics.

    Virtual Agent Platform

    PRB1406648

    Log the Teams payload and add logic for not sending the welcome message twice After users link their account with MS Teams (Virtual Agent), the welcome message is displayed twice.

    Virtual Agent Platform

    PRB1411437

    The condition on v_interaction_ context in the AWA queue is causing a localization issue for the guest user chat

    Virtual Agent Platform

    PRB1411812

    The NLU provider is not updated after the duplicated topic changes the NLU provider to a non-ServiceNow provider

    Virtual Agent Platform

    PRB1412413

    Issues with data typing in VA Designer's Script Variables panel The data typing issues occur when users enter a default value directly without '</>'.

    Virtual Agent Platform

    PRB1412415

    KB0830632

    Topic conditions are removed after upgrading from Madrid to Orlando
    1. Upgrade to Orlando.
    2. Edit any topic that has a lookup with a condition.

      Notice that a red circle is displayed on the lookup, indicating an issue.

    3. Navigate to the sys_cb_topic table and search by the same topic.
    4. Edit the topic and get the XML file.

    Notice that the graph_api_version is 1.0.10.mp4, which is the number of the previous version. The Orlando version is graph_api_version: 1.0.16. Initially, this issue was observed when upgrading from Madrid to Orlando, but it could occur in any other version upgrading to Orlando.

    Virtual Agent Platform

    PRB1412793

    Users are being disconnected from support chat sessions due to inactivity sooner than expected Users are being disconnected from support chat sessions due to inactivity sooner than expected. When a user creates a chat, the idle chat timer considers the wait time initially and times out accordingly, until the user sends any message.
    1. Make sure that the system properties are set as follows:
      • com.glide.cs.idle_chat_cancel_timeout: 420
      • com.glide.cs.idle_chat_reminder_timeout: 300
      • com.glide.cs.idle_chat_reminder_message: The conversation is timing out, are you still there?
    2. In one browser, initiate a chat.
    3. In another browser, impersonate an agent.

      Notice that you received a chat but do not accept it yet.

    4. Wait for 6+ minutes, and then accept chat, and do not send any to/from communication.

      The com.glide.cs.idle_chat_reminder_message reminder message does not show up, and chat times out in less than 1 min. The outcome is different based on how long the agent waits to accept the chat.

    Expected behavior: When a user creates a chat, the idle chat timer should not consider wait time prior to chat being accepted.

    Actual behavior: When a user creates a chat, the idle chat timer considers the wait time initially and times out accordingly, until the end user sends any message.

    Virtual Agent Platform

    PRB1413087

    Opening a new chat results in two interaction records This occurs because AdapterUtils tries to create an interaction record. Later, when it gets further down the stack and the ContextProfileLocatorImpl tries to call getContextProfile(), it tries to get or create the interaction record. Because the insert hasn't been processed yet, it tries to insert the record again.
    1. Activate the Agent Chat plugin with demo data.
    2. As an admin user in Workspace, set yourself to 'Available'.
    3. In another incognito tab, open /$sn-va-web-client-app.
    4. In the first tab, find interaction_list.do.

    Expected behavior: There should be one new interaction.

    Actual behavior: There are two new interactions.

    Virtual Agent Platform

    PRB1413915

    Enhance 'MessageServiceImpl' error logging The logs need to capture the stack trace, not just the error type.

    Virtual Agent Platform

    PRB1414136

    Users can receive an IllegalStateException at the end of a conversation This occurs if a user sends a message (for example, 'thank you') at the same time the conversation ends.
    1. Set or create the sys_properties row glide.cometd.websocket.enabled and set it to false.
    2. Set or create the sys_properties row com.glide.cs.verify_messages_processable and set it to false.
    3. In Chrome, initiate an AWA conversation with an agent via the Virtual Agent web client ($sn-va-web-client-app.do).
    4. In another browser, as an agent, accept the chat.
    5. In Chrome devtools for the VA web client network tab, set the throttling value to 'offline'.
    6. In the AWA window, wait for the conversation to time out.
    7. In Chrome devtools for the VA web client, mark the throttling 'online'.
    8. Before the next /sync operation runs, try to send a message.

    Expected behavior: The message gets stored in the sys_cs_message table but does not get sent to the agent. No error message shows in VA web client.

    Actual behavior: The 'I'm experiencing a technical issue' message is displayed in the VA web client.

    Virtual Agent Platform

    PRB1414981

    A null pointer exception appears when the cause is null for faulted conversations For faulted conversations, the cause is not always populated. This leads to a null pointer exception shown in the logs.
    1. Navigate to Designer in Virtual Agent.
    2. Click Test Active Topics.

    For faulted conversations, the logs should not throw a null pointer exception.

    Virtual Agent Platform

    PRB1416766

    Exceptions while faulting previous conversations should not break the conversation handshake Updates are needed for error handling around the closing of old in-flight conversations.
    1. Modify an open conversation for a logged-in user to have two conversation tasks with the same name.
    2. Start a conversation as that user.

    Expected behavior: The conversation should start normally and previous conversations should be faulted.

    Actual behavior: The logic loading the existing conversations to be faulted throws an exception, which aborts the handshake.

    Virtual Agent Platform

    PRB1417783

    Scriptable Adapter API updates to allow adoption by more adapters For more information, refer to Conversational custom chat integrations, Integrate chat clients with Virtual Agent, and Virtual Agent action scripts.

    Virtual Agent Platform

    PRB1419104

    The transcript is not showing the menu option selected, or the text entered
    1. Launch Virtual Agent in any Orlando base instance.
    2. Enter 'laptop charger'.

      A menu of options should appear.

    3. Type in 'laptop charger' again.

      The same menu displays again.

    4. Type in 'laptop charger' again.

      The same menu displays again.

    5. Choose 'I want something else'.
    6. Choose any topic and end the conversation.
    7. Open the interaction record for the conversation.

    Notice that the text entered (for example, 'laptop charger') is showing only once on the transcript.

    Virtual Agent Platform

    PRB1422402

    The prefix does not appear for the SMS device type and SMS should not be highlighted in blue in the table sys_cs_conversation
    1. Provision a Paris instance with SMS 1.0.4.
    2. In system properties, for the record glide.ui.i18n_test, set the value to true.
    3. Navigate to Virtual Agent - Designer.
    4. Create a topic with any ControlType.
    5. Save and publish the topic.
    6. Test it with the Postman API.
    7. Open the table sys_cs_conversation.
    8. Check the conversation entry for device type - SMS.

    Expected behavior:

    • Prefix for device type - SMS
    • Field style - Gray text color of SMS

    Actual behavior: There is no prefix for SMS and the field style is the blue text color of SMS. Also, when searching *SMS in the field Device Type in the table sys_cs_conversation, it shows no records to display although the record is present.

    Web Services

    PRB1411442

    KB0829702

    The OAuth 2.0 credential that is configured with a short TTL causes ECC queue flooding and leads to semaphore exhaustion After configuring an OAuth2 token with a short TTL, users observe an increase in credentials_reload records in the ECC queue. This results in increasing performance impacts on the instance and activities utilizing the MID Server.
    1. Configure OAuth2 token with TTL as 1 minute.
    2. Set the OAuth2 discovery_credential record to 'All MID Servers' (the default).
    3. Configure a large number of MID Servers.
    4. Let MID servers run.

    This problem has also been seen with considerably fewer MID Servers. It is a combination of the short TTL and the number of MID Servers that causes the impact.

    Workforce Reporting

    PRB1415457

    The Save UI action is not available for a case escalation record in workspace This issue occurs after installing the Manager Workspace (com.snc.manager_workspace) plugin. If the user installs only the CSM demo data plugin, the issue does not occur.
    1. Enable the Standard Case Escalation flow from admin.
    2. Log in as admin.
    3. Type 'Escalations' in the filter navigator.
    4. Click Escalation Template and select Standard Case Escalation.
    5. Uncheck 'Skip Escalation Approval' and select Customer Service Support in the approval group.
    6. Click Save.
    7. Create a case.
    8. Log in as agent, create a case, and assign it to yourself.
    9. Open the created case record and click the Escalate Case Related link.
    10. Complete all the details in the escalation record and click Save.
    11. Open the escalation record in workspace.
    12. Log in as a manager in workspace.
    13. Open the above case record and click More, then click Escalations.
    14. Open the escalation record and click Approvers.
    15. Open the record.

    Observe that the Save option does not appear.

    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.

    • Paris security and notable fixes
    • All other Paris fixes

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      Paris Patch 1

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      Paris Patch 1

      The Paris Patch 1 release (General Availability) contains important problem fixes.

      Paris Patch 1 was released on September 16, 2020.
      • Build date: 08-31-2020_0904
      • Build tag: glide-paris-06-24-2020__patch1-08-26-2020
      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 Paris: Benchmarks and Document Viewer.

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

      Overview

      Paris Patch 1 includes 223 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

      Paris Patch 1 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 Paris Patch 1, refer to KB0856286.

      Changes in Paris Patch 1

      Activate a language
      By default, the language supported by the platform is American English. You can activate the plugin for other supported languages if you have the admin role.
      Approve architecture review requests
      To approve an architecture review request, user must be a part of Enterprise Architect Group. Any user added to this group gets the sn_apm.apm_analyst role.
      Check CI count used for IT Operations Management subscriptions
      • ITOM Discovery is a subset of ITOM Visibility that is also based on subscription units.
      • ITOM Discovery provides the count of CIs found by ServiceNow® Discovery and brought in by Service Graph Connectors. ITOM Discovery reports the count for CIs of the following CI categories: Servers, PaaS, and Containers.
      Components installed with Content Automation
      • You can read the Campaign Bundle [sn_ca_campaign_bundle] table and add client scripts to this table, even from other application scopes.
      • You can read the Campaign Content [sn_ca_campaign_item] table and add columns and client scripts to this table, even from other application scopes.
      Components installed with Content Delivery
      • You can read the Content Type [sn_cd_content_type] table and add client scripts to this table, even from other application scopes.
      • You can read the Schedule Content [sn_cd_content_visibility] table, add columns and client scripts to this table, even from other application scopes.
      • You can read the Link Content [sn_cd_url_asset] table, even from other application scopes.
      Components installed with Service Mapping
      svc_by_tags.max.traversal.rules.active: Set the maximum allowed number of CI relationships that can be in the active state. Service Mapping uses only active CI relationships for tag-based discovery.
      • Type: integer
      • Default value: 5
      • Location: System Property [sys_properties] table
      Configure tag-based discovery
      • Modify CI relationships used for tag-based discovery: Service Mapping includes CIs that are part of these relationships even if these CIs do not have tags assigned to them.
      • Steps to exclude preconfigured CI relationships from tag-based discovery have been added.
      • Steps to add a CI relationship or edit an existing CI relationship that is not preconfigured have been added.
      Conversational custom chat integrations
      Support for custom controls and text notifications was added.
      Integrate chat clients with Virtual Agent
      The Add Image URL to HTML Control field was added to the Messaging Provider form.
      Manage Business Application Lifecycle Management service requests
      To approve a Register a Business Application service request, user must be a part of Business Application Registration Approval Group. To approve a Retire a Business Application service request, user must be a part of Enterprise Architect Group.
      Subscriptions for IT Operations Management
      • ServiceNow® ITOM Discovery is a subset of ITOM Visibility that is also based on subscription units. ITOM Discovery includes the following basic features: ServiceNow Discovery, Service Graph Connectors, and Multisource CMDB. ServiceNow® Discovery finds applications and devices on your network, and then updates the CMDB. Service Graph Connectors supplement the population of the CMDB, while Multisource CMDB retains the complete history of discovery sources and proposed values.
      • ITOM Discovery provides the count of CIs found by ServiceNow® Discovery and brought in by Service Graph Connectors. ITOM Discovery reports the count for CIs of the following CI categories: Servers, PaaS, and Containers.
      • Service Graph Connectors populate the CMDB by bringing in data from third-party monitoring and management systems. Multisource CMDB enables you to track how the CMDB is populated by various discovery sources at the CI attribute level. Use Certificate Inventory and Management to avoid service outages due to expired TLS certificates. Firewall Audits and Reporting helps you to discover and manage your firewall security policies and devices to heighten the security awareness for firewall audits.
      • Since ITOM Discovery is a subset of ITOM Visibility, you can purchase subscriptions only to one of them, not both.
      Using Machine Learning APIs
      Predictive Intelligence APIs run with full privileges. To restrict user access, include an access control mechanism in the script.
      Virtual Agent action scripts
      • The default rich controls map to input and output rich controls.
      • The following outbound transformer names and script examples were added:
        • Virtual Agent - SMS Twilio Adapter Default Link Outbound Transformer
        • Virtual Agent - SMS Twilio Adapter Default Picker Outbound Transformer
        • Virtual Agent - SMS Twilio Adapter Default Multi Link Outbound Transformer
        • Virtual Agent - SMS Twilio Adapter Default Card Outbound Transformer
      • The following inbound transformer names and script examples were added:
        • Virtual Agent - SMS Twilio Adapter Default Text Inbound Transformer
        • Virtual Agent - SMS Twilio Adapter Default Picker Inbound Transformer

      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

      Outbound Messaging

      PRB1406698

      KB0827022

      Errors appear in the recently upgraded Orlando instances, impacting outbound HTTP/REST communication The following error occurs in the instance: 'java.lang.NoClassDef FoundError: Could not initialize class org.apache.commons. httpclient. cookie.CookiePolicy & httpclient .auth.AuthPolicy'. This problem applies if the instance logs either of the following in the application node logs: 'org. apache.commons.httpclient. cookie.CookiePolicy' or 'org.apache.commons.httpclient. auth.AuthPolicy' and integrations may not be working as expected.

      Refer to the listed KB article for details.

      Service Catalog: Service Portal Widgets

      PRB1399497

      KB0831547

      Unable to click Next on an order guide with 2 or more rule base items for which an unequal number of validation variables are present

      Refer to the listed KB article for details.

      Configuration Management Database (CMDB)

      PRB1386982

      Relation types that are dependencies of Discovery, Service Mapping Patterns, and other CMDB related features can be renamed or deleted from the cmdb_rel_type table

      Source Control Integration

      PRB1393639

      KB0819037

      Scoped app records (such as Forms, Form sections, Views, Choice sets, Properties, and Roles) are missing on the target instance if there are deleted records in the app matching the coalesced name

      Refer to the listed KB article for details.

      Flow Designer

      PRB1406982

      KB0829023

      When using 'do the following parallel' in Flow Designer and assigning values on the catalog task activity, the assignment group is not filled in correctly and is empty When using 'do the following parallel' and having at least 4-5 create task actions, the assignment group values are not always filled in and is empty in a few scenarios. This issue is intermittent and users need to try multiple times to see the issue happening.
      1. Open the catalog item.
      2. Put any value on the variable and click Order Now.
      3. Open the requested item.

        Under 'Catalog task', you should see assignment group values being populated.

      Expected behavior: 'Assignment group' should have a value.

      Actual behavior: 'Assignment group' values are empty.

      Event Management

      PRB1413047

      KB0831491

      The Updated field value of a closed alert that is being put in Maintenance is being updated, even though it shouldn't When setting a closed alert to be in Maintenance, the Updated field value should not be affected or changed.

      Refer to the listed KB article for details.

      All other fixes

      Problem Short description Description Steps to reproduce

      Activity Stream

      PRB1419530

      When tabs are opened via list view in Agent Workspace, they do not unsubscribe from all their channels when the tab is closed
      1. Log in to Agent Workspace as an agent.
      2. Navigate to the list view that shows interactions.
      3. In the console, get the number of channels before opening a tab: g_ambClient.getChannels().
      4. Open an interaction.
      5. In the console, get the number of channels after opening a tab: g_ambClient.getChannels().
      6. Close the interaction tab.
      7. In the console, get the number of channels after closing a tab: g_ambClient.getChannels().

      Expected behavior: The number of subscriptions goes up and down by the same amount when the tab is opened versus when it is closed.

      Actual behavior: The number of subscriptions increases until a page refresh is performed.

      Agent Chat

      PRB1413094

      Inconsistent behavior of the timer on the inbox card The inbox card timer on Agent Workspace is not displayed or freezes sometimes.

      Agent Chat

      PRB1417912

      The inbox does not unsubscribe the AMB channel after the component is disconnected
      1. Open the inbox.
      2. Close the browser.

      The AMB channel /awa/work_item/:userId is still in subscription.

      Agent Workspace

      PRB1392126

      The 'current' object is undefined when used in a scoped app reference qualifier with the ref_qual_elements attribute in Agent Workspace

      Agent Workspace

      PRB1401936

      KB0827071

      The report drill down does not work on custom Agent Workspace Users are unable to drill down into the reports available on the landing page when using a custom workspace. However, the report drill down is possible when the same landing page is configured to be present on the base instance workspace.
      1. Open an Orlando instance and change the application to Agent Workspace.
      2. Navigate to Workspace Experience > Administration > All Workspace.
      3. Select the New UI action.
      4. Create a custom workspace.
      5. Navigate to Workspace Experience > Administration > Landing pages and select the New UI action.
      6. Create a landing page for the custom workspace and enable the UI builder.
      7. In the UI builder, add a data visualization component.
      8. Add the open incident widget.
      9. Save the record.
      10. Open the custom workspace.

        Observe that you cannot drill down into the report.

      11. Navigate to the landing page and in the field Applicable Page Registry change the value to 'Agent workspace'.
      12. Open the base instance workspace.

        Observe that you are able to drill down into the report.

      Expected behavior: Users should be able to drill down into the reports in custom workspaces.

      Actual behavior: The report drill down does not work in custom workspaces.

      Agent Workspace

      PRB1407912

      Reference fields return incorrect results if the type of the referenced table's display value is 'Translated Text'
      1. Log in to an Orlando instance and install any language plugin.
      2. Change the type of the dictionary item 'name' in the 'sys_user_group' to 'Translated Text'.
      3. Change the user language to anything other than English.
      4. Navigate to Agent Workspace and open any incident.
      5. Type something in 'Assignment group' and verify that all the records are returned instead of just the one that starts with the keyword.

      Agent Workspace

      PRB1412680

      The Email field type needs updates for the current and updated AWS support
      1. As a user with elevated privileges, add a field of type Email to the incident table and add this to the workspace view on the incident form.
      2. Navigate to 'Dictionary' from the navigator and click New.
      3. Choose table = incident, type = Email, and Column label = Email Test.
      4. Add the field to the workspace form layout.
      5. Try to create an incident from workspace by opening an incident form record and clicking the Save UI action.

      Notice the console error. In most cases, there is also a delay in saving the record. In some instances, it takes about 15 seconds to save the record.

      Agent Workspace

      PRB1412888

      Agent Assist keeps searching for an empty short description on the interaction or case
      1. Install the Customer Service Management plugin with demo data.
      2. Impersonate a CSM manager or agents.
      3. Access Agent Workspace.
      4. Create an interaction or a case and save without completing the short description.

      Notice that Agent Assist keeps spinning for search results instead of displaying 'No matches found'.

      Agent Workspace

      PRB1413082

      Changing the size of the workspace form causes the form annotation Show More button to disappear, making long form annotations unreadable
      1. Add the 'info Blue Box' with plain text and include a long piece of text.
      2. Navigate to the workspace form record.
      3. Resize the workspace form to as small as possible, so that the annotation is displayed in 10-12 lines.
      4. Refresh the page.

        Notice the Show Less button.

      5. Resize the workspace form to as large as possible so that the entire annotation can be displayed in 2 or 3 lines.

      Notice that the Show Less button has not moved and clicking it causes the button to disappear. Resizing the workspace form to any smaller causes the annotation to be cut off and unable to be read unless the workspace form is larger.

      Agent Workspace

      PRB1413749

      The X-Transaction-Source header is missing from all graphql API requests on workspace
      1. Navigate to Agent Workspace.
      2. Open your dev console's network tab.

      Notice that graphql requests do not have the X-Transaction-Source header.

      Agent Workspace

      PRB1414100

      Entering a value in the date field through the calendar for the second time causes the value to be removed from the date field
      1. Open a workspace form with a date field.
      2. Enter a value in the date field using the calendar.
      3. Click out of the date field and scroll up/down.

        Notice that the value in the date field remains.

      4. Clear the date field and click away.
      5. Enter a value in the date field using the calendar.
      6. Click away and scroll up/down.

      Notice that the value in the date field is removed.

      Agent Workspace

      PRB1414317

      Under the user profile, the toggle switches have no label for NVDA or JAWS While the label is stated for VoiceOver, there is no label for any of the following controls when using either JAWS or NVDA: Show Ribbon, Show Sidebar, Wrap List Text, Show Banners, and Show Badge Count.
      1. Start JAWS or NVDA.
      2. Open Agent Workspace.
      3. Open the User Preferences menu.
      4. Tab through the various toggles.

      Notice that none of the toggles have a label given. The only thing stated is the state of the toggle.

      Agent Workspace

      PRB1414321

      The focus does not move to search pop-ups When editing the details of a form, if users select the search button, the input focus does not move to the pop-up.
      1. In Agent Workspace, open any form (new or existing).
      2. Move the input focus to any search option for a field.
      3. Open the search pop-up by pressing the spacebar.

      Notice that the input focus fails to move to the new pop-up.

      Agent Workspace

      PRB1414510

      Console error when a UI page is invoked from a UI action or client script When a UI page is invoked from a UI action or client script, the console error 'Uncaught TypeError: parent.CustomEvent.fire is not a function' appears.
      1. Log in to the instance and open Agent Workspace.
      2. Open a case record and click UI Action, which invokes a UI page.

      The UI page opens as a pop-up with no issue, but you can see the console error 'Uncaught TypeError: parent.CustomEvent.fire is not a function'.

      Agent Workspace

      PRB1415705

      The now.list.feature_flags.hideTitle system property is not hiding the title in the Reference list

      Agent Workspace

      PRB1417441

      Agent Assist is reporting 'No Matches found' upon the initial loading of a new form The aria-live section needs to be empty until a user interacts with the search field. When it responds before any text is entered to be searched for, that produces confusion for the screen reader user.
      1. Enable Agent Assist.
      2. Start VoiceOver.
      3. In Agent Workspace, create a record.

      Notice that VoiceOver states 'No Matches found' upon creating the record.

      Agent Workspace

      PRB1418296

      The 'current' object is undefined when used in a scoped app reference qualifier with a ref_qual_elements attribute in Agent Workspace The issue occurs because u_banner (a reference field) needs to be displayed as a choice field.

      Agile Development

      PRB1412936

      Users with write access to a table extending planned_task should also have write access to the work_notes field

      For any table extending planned_Task, for example, the rm_epic table:

      1. Impersonate a user with only the scrum_story_creator role (scrum_story_creator has write access to rm_epic).
      2. Open a record from the rm_epic table.

      Expected behavior: The user should be able to add new work_notes in the record.

      Actual behavior: The user is unable to add new work_notes.

      Application Portfolio Management (APM)

      PRB1415125

      The application performance bubble chart isn't displaying any data Although the application scores are available for the selected fiscal period and the bubble chart is configured properly, the application performance bubble chart isn't displaying any data. It works properly in New York.
      1. In apm_app_indicator_score, verify that there are data and fiscal periods for a few indicators.
      2. Open the business application on the indicator record Scoring High.

        Notice the application category.

      3. Navigate to Application Portfolio > Analyze.
      4. Select the application category above.
      5. Set the bubble chart dimensions.
      6. Click OK.

      Notice that the following message displays: 'No score data is available for selected assessment fiscal period'.

      Application Portfolio Management (APM)

      PRB1417057

      Maintain separate groups for the register BA service and APM services requests For more information, refer to Approve architecture review requests and Manage Business Application Lifecycle Management service requests.

      Authentication - Local DB Login

      PRB1416863

      Uptake new architecture direction regarding extension of the sys_user table

      Authentication

      PRB1413238

      The user is always prompted to change their password when glide.apply.password _policy.on_login is enabled
      1. Log in to the instance as admin and set glide.apply.password_policy.on_login to true.
      2. Create a user (for example, 'abc') and set their password which is noncompliant with the password policy.
      3. Log in as 'abc' with the password.

        The page is redirected to change the password because the password is non-compliant.

      4. Change to a new password.
      5. Log in again with the new password (which is compliant with the password policy).

      Expected behavior: You should see the logged in page without any prompt for changing the password.

      Actual behavior: The 'Change password' screen is displayed.

      Automated Test Framework

      PRB1416749

      KB0852991

      The Client Test Runner deactivates itself during suite execution when a new test is both claimed and rejected by the same runner After upgrading, the ATF intermittently fails to continuously run tests in a single suite.

      Refer to the listed KB article for details.

      AWA: Routing and Assignment

      PRB1412873

      'Pending accept' work items are not considered as part of the agent's workload when recalculating the workload
      1. Set the agent capacity to 2.
      2. Create two documents that will be routed to the agent.
      3. As the agent, accept one and leave another in the 'Pending accept' state.
      4. Check the awa_agent_capacity table.

        The Capacity in use field should be 2.

      5. Manually set the Capacity in use field to null.
      6. Create a document that will be routed to the agent.

        This triggers the system to recalculate the agent workload.

      Expected behavior: The newly created work item should be in the 'Queued' state because the current agent is already at the full capacity (1 accepted and 1 in the 'Pending accept' state).

      Actual behavior: The newly created work item is routed and assigned to the current agent because the other 'Pending accept' item is not considered as a 'workload'.

      Change Management

      PRB1420263

      Word corpus details for 'Incidents Caused By Change' should be renamed When Incident ML plugins are active, incident word corpus details under the ml_sn_ global_global_incidents_ caused_by_change entry are not added.
      1. Navigate to Solution Definitions under 'Similarity'.
      2. Navigate to the ml_sn_global_ global_incidents_caused_by_change definition.
      3. Click Word corpus.
      4. Look for the record details.

      Incident word corpus details should be renamed.

      Change Management

      PRB1420265

      The 'Update Standard Change Cluster Candidate' job is not creating PI templates when 'Cluster Concept' is empty with high cluster quality
      1. Train the Standard Change Template Candidates solution definition.

        With the base instance data on the instance, empty Cluster Concept solution records are created with high quality.

      2. Run the 'Update Standard Change Cluster Candidate' job under sys_trigger.list.

      Candidates are not created.

      Cloud Provisioning and Governance (CMP)

      PRB1408153

      The order form shows a redundant resource group field as a mandatory parameter
      1. Create a template using terraform for Azure resources.
      2. Navigate to the user portal.
      3. Create an order form as stack.

      A redundant/dummy field for Resource group is seen in the order form.

      Cloud Provisioning and Governance (CMP)

      PRB1410243

      Tag values are not being discovered for AWS EC2 instances For VMs with tag values containing special characters or newline characters, the JSON parser fails. The script CMPTagUtil method 'associateTagValuesWithCi' throws an exception when it tries to parse the JSON.
      1. Activate the Discovery, Cloud Provisioning, and Governance Core plugins.
      2. Set up AWS Cloud credentials and service account.
      3. Make sure that the MID Server is running.
      4. Discover the datacenters.
      5. Log in to the AWS console.
      6. Provision a VM and assign tag values.
      7. Create a discovery schedule for the AWS service account and execute it.
      8. Debug the response you receive.

      Cloud Provisioning and Governance (CMP)

      PRB1410759

      ObjectID and VolumeID are different for storage volume in vSphere

      Cloud Provisioning and Governance (CMP)

      PRB1411407

      The VM instance record is not updated (terminated) after the VM is terminated and deleted on the Azure side
      1. Discover an Azure account.
      2. Terminate and delete a VM.
      3. Rediscover the Azure account.

      Notice that the VM state remains as 'Operational'.

      Cloud Provisioning and Governance (CMP)

      PRB1412624

      Cloud Management nodes are not counted for license

      Cloud Provisioning and Governance (CMP)

      PRB1413537

      KB0832234

      During the provisioning of an Azure ARM-based cloud catalog item, the cmdb_ci_ storage_volume records that should represent the associated disks to the virtual server are not populated in the CMDB

      Refer to the listed KB article for details.

      Condition Builder

      PRB1413202

      Filter options for date fields are duplicated on lists The filter options such as 'Today' and 'Yesterday' are duplicated for date fields on lists. This issue is reproducible in New York and Orlando, but not reproducible in Madrid.
      1. Open a list view (for example, task.list).
      2. From the filter, pick a date field (for example, the Created field).
      3. Set the condition to 'on', observe the given options, and scroll down.

      Notice that two sets of the options are given.

      Configuration Management Database (CMDB)

      PRB1407043

      Records on reconcile_duplicate_task are automatically changed to closed complete after a couple days When users try to delete an entry in cmdb_health_result for a duplicate task with 2 items in duplicate_audit_result, it makes the task move from 'Open' to 'Closed Complete'. This is a result of an issue with the business rule 'Close task for deleted health result' to mark the task as closed complete. If there are more than 2 cmdb_health_result records for the same reconcile_duplicate_task, upon deletion of one of those records, it does not mark the task as closed complete.

      Configuration Management Database (CMDB)

      PRB1409337

      'View Map' is enabled for services without entry points

      Configuration Management Database (CMDB)

      PRB1409338

      App_service_admin should not be allowed to add top-down and tag-based population methods
      1. Create a user with the app_service_admin role.
      2. Create an application service and try to choose a population method.

      You should see only the manual and dynamic CI group population methods.

      Configuration Management Database (CMDB)

      PRB1410772

      Identification Simulation Data Sources are shown twice, and the DB Class Name is also shown
      1. Search for Identification Simulation in the left navigator.
      2. Select Start with CI Class.
      3. Select the data source list.

        Notice that there are two data sources for each option.

      4. Select the Class list.

      Notice the DB class name.

      Configuration Management Database (CMDB)

      PRB1410943

      The app service with the 'Top-Down Discovery' method does not show the population method in UI (domain), including the list verbiage

      Configuration Management Database (CMDB)

      PRB1411088

      The CMDB workspace form header configuration is overriding the SPM workspace header configuration
      1. Activate SPM Owner Workspace.
      2. Create test data.
      3. Navigate to Service Owner Workspace and click Service.

      The header should show the performance score, but it is showing 5 other fields.

      Configuration Management Database (CMDB)

      PRB1411702

      Two cmdb_ci_service tables (_auto and _discovered) share the same display name 'Application Service' Two separate application service tables share the same displayed label of 'Application Service', whereas the cmdb_ci_service_ discovered table should be showing 'Mapped Application Service'.
      1. Navigate to the Tables module.
      2. Search for tables with a name starting with 'cmdb_ci_service_'.

      Notice that both cmdb_ci_service_auto and cmdb_ci_service_discovered have the label 'Application Service'. If you search these same results for the label = 'Mapped Application Service', cmdb_ci_service_ discovered will come back as a result even though the label column shows 'Application Service' due to getDisplayValue().

      Configuration Management Database (CMDB)

      PRB1413386

      Clicking the Back button populates data in irrelevant fields
      1. Create an application service.
      2. Enter the name, choose ModelID, and append some text in Model ID.
      3. Choose the support group.
      4. Click Next, Next, and then Done.

        The application service is created.

      5. Click the Back button using (>) beside the application service name.

      Expected behavior: It should render back as per here back to the application services list.

      Actual behavior: Notice that the mandatory (*) is displayed, and the Model ID is populated in the Number field and the Support Group field value is in the Name field.

      Configuration Management Database (CMDB)

      PRB1413392

      After saving a new application service, the relationship does not show up on the relationship summary
      1. Create a business application.
      2. Create an application service and associate the business app using the slushbucket.

        On the final page, it should show a relationship between the application service and business app.

      3. Click Save and navigate back to the Preview the Service tab.

      Notice that the relationship is no longer shown.

      Configuration Management Database (CMDB)

      PRB1415390

      IRE deduplication fails and causes a relationship to not be created when the payload has a relation cycle with duplicate items

      Configuration Management Database (CMDB)

      PRB1419152

      The Multisource engine takes long time to update 'Last Modified Timestamp', which impacts the IRE time The time taken by the Multisource engine to update 'Last Modified Timestamp' takes a long time. This ends up impacting end-to-end time for IRE and 'Update use case'.

      Configuration Management Database (CMDB)

      PRB1420873

      CMDB multisource enablement check should use the new plugin ID com.snc.itom. discovery.license Multisource should check for a different plugin name to be enabled: 'com.snc.itom. discovery.license' instead of 'com.snc.itom.vis.license'.
      1. Log in to a Paris instance.
      2. Search for 'MultiSource Report Builder' in the left navigator.

      The page should load if 'com.snc.itom. discovery.license' is enabled, along with the sys property to enable multisource.

      Configuration Management Database (CMDB)

      PRB1421464

      Update module items to change the link for 'Application Services' and move 'Dynamic CI Groups' Update the left navigator item for Configuration > Application Services > Application Services to point to the same destination that CSDM > Application Services links to. In addition, the item for Configuration > Dynamic CI Group will be moved directly under 'Configuration' instead of being part of Application Services.

      Connect Chat

      PRB1406604

      The UI action Follow is not visible to users in some forms

      Contextual Search

      PRB1413207

      Major Issue Detector does not recommend Potential Major Case and Similar Major Cases

      Contextual Search

      PRB1416931

      The 'Related Search Results' page states 'No Results to Display' when a new incident is created When the new incident page is first opened and before a user has the option to search in the Related Search field, screen readers read the aria-live message of 'Alert no results to display'. This is an issue because the user has not yet started a search, which creates a confusing situation for screen reader users.
      1. Configure the incident page to include the Related KB Search control.
      2. Start any screen reader.
      3. Navigate to Incident > Create New.

      Notice that when the new incident form appears, the text 'Alert no Results to display' is stated when no search has been performed.

      Core Platform

      PRB1399650

      The scheduler is unable to handle a high influx of jobs and underutilization of scheduler workers for large clusters Claiming jobs every 1 second is not ideal for large clusters, which results in high CPU. Claiming just 20 jobs every second deteriorates performance when nodes are unable to claim jobs every 1 second. If the query time is 100ms, only 10 nodes can claim jobs every 1 second. Users cannot get > (10 * 20) jobs per second performance even if they add more nodes. If query time increases, scheduler performance degrades.

      Core Platform

      PRB1405441

      When an XML record path exists as a single node, the transformer throws Incomplete StructureException It should not throw an exception, but merely return no records.

      Core Platform

      PRB1416747

      The Event Management plugin activation finishes with an error The following error message displays after activating the Event Management plugin: 'Another update operation is being performed...'.

      Currency

      PRB1386841

      The Cost field on alm_license records show the incorrect currency while the form loads After the form completes loading, the currency is corrected. This is happening due to the client script 'Set Asset's Cost and Expenditure Type', that would fetch the currency type based on the user's profile. The users would be seeing an incorrect currency for 2-3 seconds. Open an alm_license record, and notice the currency value in the Cost field change while the form loads.

      Customer Service Management

      PRB1414422

      The search next to the Assigned to field is filtering location agents and relation agents
      1. Set up an instance with the Customer Service Management (com.sn_customerservice) and Business Location plugins.
      2. Verify that the cases can be assigned to location agents and relation agents.
      3. Enable the com.snc.csm_ocs (ocs) plugin.

      Expected behavior: Location and relation agents should be available in Assigned to.

      Actual behavior: The search next to the Assigned to field is filtering location agents and relation agents. As a result, the cases can't be assigned to them.

      Customer Service Management

      PRB1418999

      A plugin activation failure message is observed for Proactive Customer Service Operation with Event Management There are four errors in the logs while activating Proactive Customer Service Operation with Event Management plugin. The plugin activation failure errors are found when installation is completed. The error 'Proactive Customer Service Operations with Event Management was not activated. Another update operation is being performed: Plugin Activation for com.snc.proactive_cs_itom. Try again when it is completed.' is found.

      Design System

      PRB1414333

      The toggle should update via the keyboard and the screen reader should announce the new state When using VoiceOver and Safari, and focusing on the toggle, it is only announced when activated by the combination of the ctrl + opt + space keys. It should also be activated and announced by the space key alone and by the Enter key alone. It works correctly with VoiceOver and Chrome.

      Design System

      PRB1412045

      Users cannot pick a date using a date/time picker in an Agent Workspace form because the UI actions are outside of the viewable area and there is no scroll bar Install an application with Agent Workspace.

      Discovery

      PRB1409743

      There are files that the export pattern UI action is not exporting The original UI action of 'Export pattern' with and without the CMDB data was disabled. The tool is not exporting all the relevant pattern files.

      Discovery

      PRB1410442

      PowerShell session leaks running the 'Tracked Files' section in the pattern when configuration files are located on a remote server When the 'Pattern with Tracked Files' feature is launched multiple times at the same time by discovery to the same target, there may be a PowerShell leak which causes MID Server thread workers to get stuck. Eventually discovery will be stuck because there isn't a thread worker available.

      Discovery

      PRB1412617

      KB0830572

      An OID 1.3.6.1.4.1.232.9.4.10 for HP/Compaq iLO causes servers to be reclassified or duplicated as an IP Switch

      Refer to the listed KB article for details.

      Document Viewer

      PRB1414231

      Memory issue caused when exporting the list view PDF with more rows

      Domain Support

      PRB1411213

      The task_sla table on querying contract_sla displays results differently when in the global domain The task_sla table on querying contract_sla displays results differently when initially in global domain, and when changing to another domain and then changing back to global domain.

      Domain Support

      PRB1413860

      The attachment's domain should be the session domain in some scenarios When attaching an attachment on the catalog item or record producer new record form, the attachment is attached in the global domain. Even after submitting, the domain of the attachment is not changed to match the record's domain. This causes an issue with the visibility of the attachment record on the target record.

      Edge Encryption

      PRB1416382

      When 'no_truncate=false' is set and edge encryption is enabled, characters are truncated in the list view When 'no_truncate=false' is set, the list view's payload portion of the tokenized tooltip message gets truncated. This applies to any list view with a large payload that is using tokenization.
      1. Activate the Edge Encryption plugin.
      2. Create and configure Edge Encryption proxy.
      3. Create a tokenization pattern.
      4. Create an incident where each of the test values is pasted in the description field.

        For example, the 1000 character test value should be in the description field of one incident.

      5. Add a description column to the incident list view.

      Expected behavior: The description is tokenized (encrypted) when viewed through the instance, and clear when read through the proxy.

      Actual behavior: The list view is truncated (not presented in whole) when viewed through instance or proxy.

      Email

      PRB1419206

      Watermarks for all notification-generated emails are being created with no Email value A change of the logic within EmailOutbound made it so that the sys_id is unknown at the time an email watermark record is inserted.

      Encryption/Cryptography

      PRB1411669

      Unable to create an encryption field config on a parent table after deactivating a field config that was created on a child table
      1. Log in as a user with elevated privileges and set the KMF property to opt_in.
      2. Create an encryption module.
      3. Create a field configuration on the problem table (column: description).
      4. Create a field configuration on the task table.

        Notice the errors 'Error Message The selected field already has an encryption configuration for table task or its extensions' and 'Error Message Invalid insert'.

      5. Open the field configuration on the problem table and turn off the active flag.
      6. Save the changes.
      7. Repeat step 4.

      Expected behavior: The user should be able to create an encryption config on the task table.

      Actual behavior: The user is unable to replicate or create an encryption config on the task table. They receive the errors 'Error Message The selected field already has an encryption configuration for table task or its extensions' and 'Error Message Invalid insert'.

      Event Management

      PRB1379149

      Two alerts are shown in the UI (taking into consideration also the second level of ESX) while the workspace query returns 0 and takes only the first-level CIs
      1. Deploy 'Simple Business Service'.
      2. Create a CI as 'cmdb_ci_esx_server' and call it 'esx-node'.
      3. Add a relationship in 'Infrastructure Relationships', with the following:
        • Child type: esx node
        • Parent: win_server
        • Relation type: Virtualized
      4. Add the 'Virtualized' relationship in CI relationships when the parent is: Default Value -1140312222 and child: esx-node.
      5. Change the application service from operational and non-operational back to operational.

        The impact tree should include now - esx-node, but it is not appearing in the topology.

      6. Navigate to the service by navigating to operator-workspace > Open service -details and verify that the esx-node is not appearing in Related CIs.
      7. Send an alert to the 'esx-node'.
      8. Make sure that the severity of the service is changed accordingly.
      9. Open service-preview and make sure you see this alert.
      10. Click to open primary alerts inside the service-preview.

        Notice the empty related alerts.

      When a query is run, it goes over the CIs in the related CIs, and not those that exist in the impact tree.

      Event Management

      PRB1411462

      Inconsistency between processing 'Closing' and 'New' events 'Closing' events that are not connected to alerts receive different results from the same event connected to an alert.
      1. Create an event rule that bounds an alert to the CI.
      2. Send a 'Closing' event matching the event rule filter.

        It is not processed, and no alerts are connected to the event.

      3. Send the same event but in the 'New' state.

        It is processed and connected to the alert, and the alert is bound to the CI.

      While the licensing job count nodes run, it creates 2 different rows in em_unique_nodes for the same event: one based on alert information for the 'New' event, and one based on the field node in the 'Closing' event.

      Event Management

      PRB1412966

      Text-based groups are not closed when all secondaries are closed Certain methods are querying CMDB, Automated, and Generalized patterns, but omitting text-based.
      1. Create a text-based group.
      2. Close the secondaries.

      The group alert should be closed, but it is not.

      Event Management

      PRB1413278

      Plugin activation failure message for the Proactive Customer Service Operation with Event Management plugin There are errors on the logs while activating the Proactive Customer Service Operation with Event Management plugin. The plugin activation failure error is found when installation is completed. The error says 'Proactive Customer Service Operations with Event Management was not activated. Another update operation is being performed: Plugin Activation for com.snc.proactive _cs_itom. Try again when it is completed.'

      Event Management

      PRB1413289

      When closing a text-based primary group, one of the secondary groups remains open
      1. Create a text-based group with 2+ secondaries.
      2. Close the group.

      Expected behavior: All secondaries should be closed.

      Actual behavior: One secondary remains open.

      Event Management

      PRB1414858

      ACC policy import export does not work in Paris due to a missing script include in the global domain The policy import export does not work because there is missing dependency in the Paris release.

      Event Management

      PRB1416322

      ClassModel is not an extension point for the Event Management plugin This causes server CIs to be inserted into the license table as 'other (not licensable)' instead of 'server (licensable)'.

      Event Management

      PRB1416608

      A connection leak is causing the MID Server to get stuck When the MID Server is running with OI recommended settings, about 5 minutes after the ACC connects to the MID Server, the MID Server stops to send heartbeats to the instance and appears as 'Down'. This is a result of missing connections that were not released.

      Event Management

      PRB1417207

      Change the existing unknown nodes to 'licensable' = N Otherwise, nodes are counted twice: once unknown from an event, and once from an alert.

      Flow Designer

      PRB1407102

      After deleting an output variable in the 'Define Payload' step of the Flow Designer action, all the data pills under the 'Create user' PowerShell step are reset to the same value

      Flow Designer

      PRB1411152

      When creating the input variable for the script step of the type reference, after saving, it disappears
      1. Create an action in Flow Designer.
      2. Create one action input of the type reference.
      3. Choose the script step option for this action.
      4. Under Input Variables, click Create Variable.
      5. Add a variable name and map the value of the previous input step.
      6. Click Save.

      Expected behavior: The variable should get created.

      Actual behavior: The variable just created vanishes.

      Note: The same works fine if the data type chosen is something other than reference, for example, 'string'.

      Flow Designer

      PRB1411974

      Subflow new input fields are duplicated from already defined ones after saving
      1. Create an input of Object type.
      2. Create a child and make it an Array.Object type.
      3. Create child inputs and follow the same steps for another subflow input with the same internal names for the children as the first input.

      Notice the Array of Objects created for the first input is copied to the Array of Objects created in the second input automatically when you save the subflow.

      Flow Designer

      PRB1413462

      The Flow Designer 'Wait For Condition' can experience a race condition which leaves the flow stalled in the waiting state even though the condition is met 'Wait For Condition' gets stuck waiting for the record status change even though the record has reached the required state. Also, the record watcher entry in the sys_rw_action table is intact.

      Flow Designer

      PRB1413761

      Content access criteria only allows single roles to be selected
      1. Open the Content Filtering Rules menu option from the navigator.
      2. Create a rule.
      3. Try to select more than one role.

      Expected behavior: The user can select more than one role.

      Actual behavior: The user can select only one role per rule.

      Flow Designer

      PRB1414420

      The selected value of the Dynamic Choice field is not visible after saving the flow
      1. Create an action having 3 Dynamic Choice fields, such that:
        • The value of the second field should be based on the first field
        • The value of the third field should be based on the value of the first and second field
        • All 3 of the fields should be mandatory
      2. Select the value of the first field.

        The dynamic action should execute to populate the Dynamic choice field list for the second field.

      3. Select the value of the second field.

        Dynamic action should execute to populate the Dynamic choice field list for the third field.

      4. Select the value in the third field.
      5. Save the flow.
      6. Reload the browser.

      Expected behavior: The previous selected value for all 3 fields should be selected.

      Actual behavior: The selected value of the third field is not visible. When executing the action just after saving the flow, you are able to execute it. If you try to execute the action after refreshing the browser, it throws an error and asks to provide the value for the third field.

      Flow Designer

      PRB1414937

      The flow on the 'Waiting' state before upgrading to Paris finishes with the 'Error' state when the execution of the Ask for Approvals or Wait For Condition actions starts after the upgrade
      1. On a New York instance, navigate to Flow Designer and create a flow. For example:
        • Name = 'New York Flow'
        • Trigger = Created
        • Table = Incident
      2. In the flow, add a Wait For Condition action for the incident created. For example, Conditions: 'State' is 'In Progress'.
      3. Add an Ask for Approvals action for the incident created. For example:
        • Rules = 'Approved' when 'Anyone approves'
        • User = 'Abel Tuter'
      4. Publish the flow 'New York Flow'.
      5. Create several incident records to trigger the flow.
      6. In Flow Designer, open the operations view for the execution of the flow on one of the incidents.
      7. Validate that the flow execution is in the 'Waiting' state on the Wait For Condition action.
      8. Upgrade the New York instance to Paris.
      9. After the upgrade, navigate to the incident list view and change the state of one incident created from 'New' to 'In Progress'.
      10. In Flow Designer, open the operations view for the flow execution on this incident.

      Expected behavior: The Ask for Approval action should have the state 'Waiting'.

      Actual behavior: The flow and the Ask for Approval action finish with the state 'Error'.

      Flow Designer

      PRB1415331

      Activities in Process Automation Designer are broken due to dependent field changes in Flow Designer

      Flow Designer

      PRB1415470

      Flows are not visible after upgrading to Paris

      Flow Designer

      PRB1416265

      KB0855562

      Thread safety issues in the GlideRecord Converter may cause GRProxy to randomly have a corrupted value under a heavy load Flow designer inputs or outputs may occasionally be set to the wrong value under a heavy load.

      Refer to the listed KB article for details.

      Flow Designer

      PRB1416281

      When selecting a table in the Trigger table picker, the user should be able to select 'sc_task'

      Flow Designer

      PRB1417634

      Flows are throwing an error during the upgrade and are not running This happens when upgrading an instance from Madrid to Orlando.
      1. Navigate to a Madrid instance.
      2. Schedule an upgrade.
      3. While upgrading, run the following script in the background: SNC.AlertManager.executeSubflow(actionFullName,this.evtMgmtCommons.getRecordDomain(alertGR), inputs);

      Notice the error in the logs.

      Flow Designer

      PRB1421196

      The reporting level unexpectedly changes to 'On' when calling a dynamic subflow
      1. Navigate to Flow Administration > Properties and turn reporting level to 'Off'.
      2. Create a subflow 'dyna' that logs a string input.
      3. Create another subflow 'call_dyna' that calls the subflow 'dyna' using the dynamic flow feature.
      4. Execute this in the background script page: sn_fd.FlowAPI.getRunner(). subflow('global.call_dyna').inBackground().run();
      5. Open the sys_flow_context records for the two subflows.

      Observe that call_dyna has reporting=off and dyna has reporting=on.

      Forms and Fields

      PRB1333426

      Currency fields are multiplied by 100 when saving a form before it loads completely When a form has currency fields, the currency values are multiplied by the number of decimal places, typically 100 for two decimal places, if the Save or Update button is selected before the form is fully loaded and formatted.
      1. Set system property glide.system.locale to 'de.US' (it is the language that changes the format, not the country).
      2. Create a core_company record, give it any name, and save the record.
      3. Open the created record and change the view to 'Vendor'.
      4. Navigate to the Information section.
      5. Enter '123,45' in any of the currency fields and save, or update and open the record again.

        The currency value should remain '123,45'.

      6. Set your browser network speed to something slow like 'Fast 3G' and disable the cache.
      7. From the right-click context menu, select Reload.
      8. Click Update.
      9. Open the record again.

      Expected behavior: The currency value should remain '123,45'.

      Actual behavior: The currency value changes to '12.345,00'.

      Forms and Fields

      PRB1411676

      Misalignment on the arrow on template question options
      1. Log in as admin.
      2. Create a survey with all template questions (mainly NPS).
      3. Assign the survey to a user.
      4. Navigate to My Assessment & Survey.
      5. Select the survey.
      6. Point to the template question option.

      Expected behavior: The arrow is not misaligned.

      Actual behavior: Pointing to the template question option shows a misaligned pointing arrow.

      Governance, Risk and Compliance

      PRB1418919

      KB0854237

      Unable to view previews from Attestation Designer and Risk Assessment Designer Unable to view preview questions in the Attestation Designer for the Control Attestation preview and the Risk Attestation preview.

      Refer to the listed KB article for details.

      Graph API

      PRB1411288

      Implementation details are shown in an error thrown as a result of a type mismatch The Java class path and class names are visible in the error detail. This error seems to only occur for types that require a type resolution.

      Graph API

      PRB1412411

      Cannot use GlideRecord#get in the scripted resolver Users are unable to use GlideRecord::get when returning a GlideRecord from a scripted resolver. This occurs because the GlideRecord resolver calls next, which returns null since GlideRecord#get has already called next.

      Graph API

      PRB1417617

      GraphQL logging is not usable in Splunk Enhanced GraphQL logging was added for support and monitoring. After vetting with monitoring, it was observed that the logging was not working for Splunk querying.

      HTML Editor

      PRB1407495

      KB0827892

      The iFrame src attribute is discarded by HTMLSanitizer, even after adding it to the allow list in the script include HTMLSanitizerConfig

      Refer to the listed KB article for details.

      HTML Editor

      PRB1415144

      KB0832659

      The HTML editor 'Source Code' view cursor location is no longer the same as the WYSIWYG cursor When editing an article on HI and clicking the code button, the cursor should automatically be in the same location as the What You See is What You Get (WYSIWIG) view when the HTML source code is opened.
      1. Open a KB article with a state of 'In Progress' from list view in edit mode.
      2. Place the cursor near the middle of Article body field contents.
      3. Click the Source Code button.

      The window containing HTML opens and the cursor is located at the beginning of the first line, instead of being in the same location as the WYSIWIG view.

      Human Resources Service Management

      PRB1412541

      Performance issues when upgrading from Orlando to Paris Assigning roles to users takes a long time when upgrading from Orlando to Paris.

      Human Resources Service Management

      PRB1413465

      The Fulfillment Instructions field is cleared out after submission if its condition uses a field defined on a table extending from sn_hr_core_case After submitting a new HR case, its Fulfillment Instructions field is cleared out if the FI's condition uses a field defined on a table extending from sn_hr_core_case.

      Human Resources Service Management

      PRB1413581

      The To-dos page is broken when rendering to-dos pulled from SuccessFactors
      1. Configure SuccessFactors on a Paris instance.
      2. Access HR Integration Service and set 'Pull To-dos' to true.
      3. Execute the schedule job 'SuccessFactors Sync' and confirm that the job run is successful.
      4. Access HR Pulled To-dos and verify SuccessFactors to-dos are pulled successfully.
      5. Impersonate as any user with an assigned SuccessFactor Todo, and access ESC Portal > Todos page.

      Notice that the To-dos page is broken and shows errors when rendering the HRM To-dos summary widget.

      Human Resources Service Management

      PRB1413700

      The case state is not updated as per the state in the associated templates
      1. Create or update a template mapped to HR service.
      2. Set the state as 'Ready' or 'Work in Progress'.
      3. Create a case in the platform view.

      Notice that the state of the case is always in the 'Draft' state.

      Human Resources Service Management

      PRB1413950

      Updates to the report_view ACLs

      Human Resources Service Management

      PRB1416425

      Prediction for auto assignment happens even when the sys property is set to false
      1. Install the Predictive Intelligence plugin.
      2. Train the Auto assignment group solution definition.
      3. Create a case with the sys property set to false.

      Notice that the prediction is happening, which should not happen.

      Incident Management

      PRB1412729

      Error messages should be displayed for sn_incident_write when an incident is resolved without asset actions
      1. Install the HAM plugin.
      2. Create or navigate to any incident.
      3. Add Affected CIs (hardware).
      4. Log in as an incident_write user.
      5. Without performing any actions on the asset, click Resolve.

      Expected behavior: When an incident is resolved without performing the actions, an error message is thrown.

      Actual behavior: The incident is resolved without throwing the error.

      Incident Management

      PRB1413107

      The Playbook tab does not appear for incidents on Agent Workspace
      1. Make sure that there is process definition on the incident table with the trigger type 'Record Create'.
      2. Create an incident matching the trigger condition.
      3. Make sure that the Playbook/process definition has executed for this incident (an entry in the sys_pd_context table).
      4. Open this incident record on Agent Workspace.

      Expected behavior: The Playbook tab is shown with the details of activities.

      Actual behavior: The Playbook tab does not appear.

      Incident Management

      PRB1416710

      The 'Assigned to' reference qualifier on an incident is not working for users with the incident_write role The incident_write role should provide an equal amount of access to users who have the itil role, but are limited to an incident. The incident 'Assigned to' field's reference qualifier is inherited from a task, and there is no override to check for the incident_write role. As a result, only users with the itil role can be assigned to an incident.
      1. Open any incident.
      2. Try to assign the incident to users with the incident_write role and no itil role.

      Instance Security Center

      PRB1414066

      Poor performance for the 'Report shared with a specific role which does not exist' check Executing the 'Report shared with a specific role which does not exist' table check, or a scan which includes that check, takes significantly longer than any other table check.

      Instance Security Center

      PRB1417203

      Remove the package calls on the refresh button widget and the on schedule job Need to run daily data management so the hardening configurations for package calls stay compliant.

      IntegrationHub

      PRB1403943

      The current IntegrationHub Dynamic Definition is incomplete as it doesn't capture Orchestration Core TX The current IntegrationHub Dynamic Definition 'LICIHMIntegrationHubPool' captures IntegrationHub transactions only.

      IntegrationHub

      PRB1411318

      The Copy action results in an error in the 'Action with PowerShell' step
      1. Create an 'Action with PowerShell' step.
      2. Configure all required data in the PowerShell step.
      3. Save the action.
      4. Copy the action.

      Expected behavior: A copy of the action is created and loaded without any error.

      Actual behavior: An error - 'Bad Request. Maxlength exceeded in (1) PowerShell step for field: Command' shows. A copy of the action is created but it is not loaded automatically.

      IT Operations Management

      PRB1416841

      The Pattern step should not contain the user name

      IT Operations Management

      PRB1420880

      The new com.snc.itom. discovery.license plugin is required by features of ITOM Discovery and ITOM Visibility Features of ITOM Discovery and ITOM Visibility depend on the activation of the new com.snc.itom. discovery.license plugin in order to be activated themselves.

      ITSM Integrations - Translation

      PRB1416649

      The 'Ocp-Apim-Subscription-Region' header should be included in Microsoft v1 deprecated actions The 'Ocp-Apim-Subscription-Region' header should be included in Microsoft v1 deprecated actions for both the Detect Language and Translate Text To Multiple Languages actions.

      Knowledge Management

      PRB1414110

      After adding an attachment but before closing the pop-up, a Delete attachment button appears, but it is unlabeled for screen readers All buttons need accessible labels, but the delete 'x' button is labeled 'unlabeled button 5' rather than 'delete attachment [attachment name]'.
      1. Start a screen reader.
      2. Navigate to /sp and open any knowledge article.
      3. Select to comment on the article.
      4. Add a file to the comment.

      After adding the attachment, but before saving the changes, there is an 'unlabeled 5' button that is actually the Delete the new attachment button.

      Language and Translations

      PRB1384107

      The Japanese translation for Condition Builder is incorrect Some text in Condition Builder does not translate correctly in Japanese. When the word selected is 'activity due' (which is the associated date), some Japanese is translated incorrectly.
      1. Install the Japanese plugin.
      2. Change the system language to Japanese.
      3. Navigate to incident.list.
      4. On the list view, click Filter and select "アクティビティ期限".

      Expected behavior: The correct translation should be displayed. An unnecessary character such as ":" should not appear.

      Actual behavior: The translation displayed is incorrect and an unnecessary character appears.

      Language and Translations

      PRB1416926

      Translation updates for Paris (22 languages) For more information, refer to Activate a language.

      Lists

      PRB1414121

      When a user opens a reference list on the platform, the resulting pop-up is difficult to understand for screen reader users
      1. Start any screen reader.
      2. In the platform, create or open any incident.
      3. Navigate to one of the field search buttons and select it.

      Note the description of the pop-up fails to describe the contents of the table.

      Lists

      PRB1421664

      The onCellEdit client script does not work when executed on field assignment group on tables that inherit tasks

      Live Feed

      PRB1281798

      KB0827724

      The @mention feature does not send out notifications when the name of the user record contains characters like '[ ]' When @mention is used and it queries for sys_user names that contain characters such as '[ ]', the notification does not work because it does not insert a record into the live_notification table.

      Refer to the listed KB article for details.

      Machine Learning Solutions

      PRB1413396

      HR case classification solution prediction fails due to missing the isClassificationSolution method
      1. Install the Predictive Intelligence plugin.
      2. Train HR case classification solution.
      3. Create an HR case and check whether the Predicted Service column is populated with predicted HR service or not.

      MID Server

      PRB1409892

      After upgrading to Orlando, Discovery is failing on WMI queries This issue occurs because the base instance MID Server parameter 'mid.sa.prefer_powershell' is set to false and is not deleted or updated to true.

      MID Server

      PRB1411493

      PowerShell processes leak while importing modules After spinning up a PowerShell process, it is used to load modules and run commands. In case it hits the timeout while loading the modules, the process is never closed. The default is a 1-minute timeout for loading modules, which users hit.

      MID Server

      PRB1413796

      The External Credential UI does not work for Windows Credentials When activating the External Credential plugin and checking the 'External Credential Store' checkbox, nothing happens. After the checkbox is checked and the form is saved and reloaded, the checkbox is unchecked.
      1. Activate the Discovery plugin.
      2. Activate the External Storage Credential plugin.
      3. Navigate to the Discovery Credentials table and create a Windows Credential record.
      4. Check the 'External Credential Store' checkbox.

      Expected behavior: The Username and Password fields disappear, and a new field called Credential ID appears.

      Actual behavior: Nothing happens.

      MID Server

      PRB1413926

      The MID does not provide access to the keystore for the MID webserver The jetty webserver on the MID uses a custom keystore by default to set up an HTTPS connection. However, users may use the keystore used by the MID to secure the channel to the instance.
      1. Set up the webserver on the MID.
      2. Notice that the configuration prompts for a custom certificate.

      MID Server

      PRB1416895

      Upon closing the agent web socket connection, the agent is not cleared from the agent map found on the MID

      Mobile Platform

      PRB1412580

      The item parameter can't be selected in the Append Encoded Query field

      Mobile Platform

      PRB1413437

      The deeplink function in ActionablePush PayloadBuilder only works for the Agent app, but doesn't work for the Now Mobile or Onboarding app

      Mobile Platform

      PRB1414855

      When configuring filters and setting Active to false on Filter/Category/Condition, it does not send the default filters
      1. Open the applet filters default filters.
      2. Open filter configurations and disable part of the filter with the Active checkbox button (Filter/Category/Condition).
      3. Open the mobile app and log in to the instance.
      4. Open the list filters default filters.

      Expected behavior: The filter icon displays, and when tapping on it, default filters display.

      Actual behavior: No filter icon displays, and the filters are not sent to the mobile.

      Mobile Studio (non-classic)

      PRB1412618

      The version migration pop-up should detect the current version dynamically
      1. Upgrade from Madrid configurations to Paris.
      2. Notice that the pop-up references the Orlando version.

      It should detect the current version dynamically. For example, in the header, 'Migrate to [version name] version' and in the body: 'We have detected mobile configuration based on the Madrid version. Click the Migrate button to update your configuration to [version name] based configuration. To continue editing using the Madrid version, click the Open Instance button.'

      Mobile Studio (non-classic)

      PRB1413596

      Add or Edit Filter crashes when no options are available for the list
      1. Open an existing applet.
      2. Change the filters to 'Manual'.
      3. Add a filter.
      4. Select the Created By field.

      Mobile Studio (non-classic)

      PRB1416232

      Disable the Combined List feature in Mobile Studio

      MS Teams - App Core

      PRB1422173

      Virtual Agent updates for the Microsoft Teams app This applies to users with the Microsoft Teams Store app only.

      Patterns

      PRB1374360

      KB0827777

      The cmdb_ci_os_packages identifier is set to 'Independent', causing packages to incorrectly be marked as duplicates The cmdb_ci_os_packages identifier is set to 'Independent' instead of 'Dependent', causing packages to incorrectly be marked as duplicates in CMDB view reports.

      Refer to the listed KB article for details.

      Patterns

      PRB1402393

      KB0827975

      Discovery is consuming high CPU on target Windows servers due to the PostgreSQL pattern running find.exe When running discovery on Windows machines where Postgres DB is installed, users observe high CPU utilization (50%-90%) on target machines due to the find.exe process. The find.exe process starts when the PostgreSQL pattern is launched by discovery and the find.exe process is still running even after the discovery completes. If users run 'find' with certain parameters, it hangs. However, this does not happen with 'findstr'.

      Refer to the listed KB article for details.

      Patterns

      PRB1407417

      The discovery for member accounts is not working properly Amazon Cloud accounts are not discovered or updated when creating the Cloud Discovery schedule.

      Patterns

      PRB1410849

      KB0832086

      The JBoss pattern running 'Find' can cause a high CPU and stuck processes on the server being scanned
      1. Discover a Windows or Linux server running the JBoss application.
      2. In the target server, monitor the running process during the pattern execution.

      The 'Find' processes are using high CPU and may run for a long time.

      Patterns

      PRB1411177

      KB0829785

      Using the 'find' command in patterns can cause high CPU and stuck processes on the server being scanned The use of the 'find' command in the patterns step can cause high CPU usage and stuck the processes on the target machine.

      Refer to the listed KB article for details.

      Patterns

      PRB1419591

      JBoss version regex issue The current regex in the JBoss pattern does not work for the old version of JBoss containing (space or _).

      Performance Analytics

      PRB1402274

      Visuals on Workspace do not respect the 'Render Continuous Lines' property with aggregate
      1. Create one indicator on Daily Frequency, add scores with gaps, and make sure you see gaps when you select any aggregate.
      2. Create a PA widget with the following configuration:
        • The indicator you created in Step 1
        • TS: - 7d running SUM
      3. Add the widget to the dashboard.

        Notice that it breaks in the series.

      4. Add the widget to the landing page.

        Notice that it breaks in the series.

      5. Set 'Render continuous lines' to true on the indicator you created in step 1.
      6. Refresh the dashboard and workspace.

      Notice that the series is continuous on Classic, but on the landing page it is not continuous.

      Performance Analytics

      PRB1419943

      The Performance Analytics snapshots table is cleaned when the job fails
      1. Make sure the pa_snapshots table has records for the job already.
      2. Let the PA data collection job fail.

      Expected behavior: It should clear only those records that are created by a particular job run.

      Actual behavior: It clears all the snapshots related to the job.

      Persistence

      PRB1411041

      Allow applications, like SAM-software license-related jobs, to slow down on a mass update when a lag is detected

      Persistence

      PRB1415002

      KB0854207

      Issues in the cmdb$par2 'overflow' during the upgrade When an upgrade or update creates an indexed column in cmdb_ci specifically, and the first partition table cmdb$par1 is full of indexes, the platform may fail to index the column by putting it in a new partition table cmdb$par2. If the compound index involving such an element and another element is created (the latter element not necessarily on cmdb_ci), in some circumstances the storage aliases for the new elements may be corrupted. This results in syntax errors during and after the upgrade.

      Refer to the listed KB article for details.

      Platform Licensing

      PRB1409576

      The App Engine dashboard and related definitions are not working as expected

      Platform Licensing

      PRB1412528

      Subscription Entitlement Framework does not work on large numbers of users or roles During performance testing on a large number of users, it was found that not all users were processed. The limit is a combination of the number of users x the number of roles they have, for a combined limit of 10k. For example, if there is 1 user with 10k roles, only one user is processed. If there are 10k users with one role each, 10k users will be processed. The limit is driven by the value of the glide.db.max_view_records property.
      1. Set up a couple of licenses on the instance.
      2. Create around 5K users: some who fall in just one of the licenses, some who are common to both, and some who are unlicensed by the roles assigned to the users.
      3. Run 'Update Allocation job' and check the sys_user_unlicensed and sys_user_has_license tables.

      The sum of users in these tables should be the number of users created in step 2. However, the count is less than expected.

      Platform Licensing

      PRB1413470

      Users marked as fulfillers for PlatformRuntime are also showing up as needing entitlements for apps for which they are requesters

      Platform Licensing

      PRB1414926

      Any custom tables not mapped to a subscription are considered unmapped Custom tables should be mapped to subscriptions. Any custom tables not mapped to a subscription are considered unmapped, and the users associated with these unmapped custom tables should be displayed in Unsubscribed Usage on the subscription overview page with the allocated count against the application Now Platform App Engine.
      1. Download an App Engine license to your instance.
      2. Create a custom application and add a few custom tables to the custom application.
      3. Allocate these custom table roles to users and run update allocation job on the subscription overview page.

      Platform Licensing

      PRB1416699

      Active users with a last login day of more than 366 days ago and less than 13 months ago will be assigned to a license

      Playbook - Workspace UI

      PRB1412699

      The 'First select a table' message is prompted after the Add Filter Condition button is clicked in the Playbook Experience - Activity Overrides page even when the table has been selected

      Playbook - Workspace UI

      PRB1414116

      For the 'Create Record' activity definition, the 'Associated table' and 'Associated record' field values need to be updated The Associated table and Associated record fields should refer to the record that the user created, not the sys_flow_data record.
      1. Navigate to Process Automation Administration > Activity Definitions.
      2. Open the 'Create Record' record.
      3. In the Activity Experience tab, observe the Associated table and Associated record fields.

      Expected behavior: These two fields should refer to the record that the user created. This way, users can edit the record after they create it.

      Actual behavior: These two fields refer to the sys_flow_data record. In the playbook card, the user sees another new record form.

      Predictive Intelligence

      PRB1410932

      Enable non-ML admin users to get solutions from the store and invoke predictions via the ML API For more information, refer to Using Machine Learning APIs.
      1. Log in as a user that does not have ML admin privileges.
      2. Perform any action that causes the execution of a script that needs to get ML solutions from the store, get a version, and ask for a prediction with that solution version.

      The script fails to get predictions, and it fails when trying to get solutions from the store. This is because it does not have the proper privileges.

      Predictive Intelligence

      PRB1411445

      Values in the Predicted Input Value and Final Input Value columns have different delimiters Values in the Predicted Input Value and Final Input Value columns have different delimiters, and hence the column values do not match.
      1. Train a classification solution on the incident table with short description and description columns as input columns.
      2. Activate the business rules 'Default Task Based Prediction' and 'Update Prediction Results'.
      3. Create an incident with some text in the short description and description columns.
      4. Ensure that the prediction is run successfully and the categorical column is set with the predicted value.
      5. Close the incident.
      6. Check the ml_predictor_results table for the recorded prediction.

      The Predicted Input Value and Final Input Value columns have values with different separators and delimiters.

      Predictive Intelligence

      PRB1413206

      Unable to add floating point attributes in the Classification model Users receive the error message 'Input fields are only supported for Choice, String, HTML, Reference, Integer types'.
      1. Train a classification solution with the input column as floating point attributes.
      2. At step 3 in the solution definition page, choose any input name starting with (Ratio) and save the record.

      The training submission should be successful, but users receive the error message 'Input fields are only supported for Choice, String, HTML, Reference, Integer types'.

      Predictive Intelligence

      PRB1418794

      Update the scheduler plugin version to 1.3.1 The scheduler plugin that acts as a load balancer for ML training requests required updates for taking data out of the instance. The updates addressed the need to specify public-private URL mapping. This PRB applies to on-prem users.

      Predictive Intelligence Workbench

      PRB1416481

      The pre-train label does not appear for non-guided templates This issue occurs because there is no net automation for similarity, so it fails to pass the conditions for showing the pre-train label.
      1. Train a base instance similarity solution that has a use case template.
      2. Navigate to the use case templates page.

      The page should show the pre-train label for this use case, but it does not.

      Process Automation Designer

      PRB1415014

      The same error message appears on the newly created process after the user tries to delete a process in a different scope
      1. Create a process in a different scope (non-global).
      2. From the homepage, delete the created process.

        Notice that an error message pops up as expected.

      3. Create a process in any scope.

      Notice that the same error message appeared in Step 2 shows up on the newly created process.

      Other scenario:

      1. Log in to PAD.
      2. Create a process in a non-global scope.
      3. In the global scope, delete the process created above.

      Notice that the error message displays as expected. However, when navigating to a different page, the error message is still seen.

      Process Automation Designer

      PRB1416450

      'Wait For Condition' and 'Add Filter Conditions' do not work on the incident table
      1. Create a process.
      2. Add a lane and add a 'Wait For Condition' activity.
      3. Configure activity to select Incident Record and Incident Table.
      4. Click Add Filter Condition.

      A pop-up appears saying 'Select Table', even though the table name is already selected.

      Project Management

      PRB1416797

      KB0853033

      An error occurs on the instance: 'Syntax Error or Access Rule Violation detected by database ((conn=xxxx) Table 'xxxx.baseline_core' doesn't exist)' The following error occurs on the instance when navigating to baseline_core.list: 'Syntax Error or Access Rule Violation detected by database ((conn=xxxx) Table 'xxxx.baseline_core' doesn't exist)'. The error also occurs when attempting to bring up the list for any of the child tables of baseline_core.

      Refer to the listed KB article for details.

      Project Portfolio Management

      PRB1413235

      The timeline date extension is incorrect when the task bar is dragged and the summary bar umbrella is not adopting the percentage complete color
      1. Launch sn-gantt-connected with the planned_task table.
      2. Create a dependency between a child task and another independent task.
      3. Collapse the parent of the above child task.

        Observe that the dependency line is still shown.

      4. Change the bar colors.

      Observe that the summary bar umbrella is not adopting the defined color of the summary percentage complete bar color.

      Project Portfolio Management

      PRB1414012

      Grouping for sn-datagrid is broken while performing the row inline edit and the component doesn't load in Safari
      1. Launch sn-datagrid with Product Backlog demo data.
      2. Apply grouping on any of the columns.
      3. Edit any column and press Enter.

      Observe that the Group column is shown without the grouped items.

      Project Portfolio Management

      PRB1414837

      The demand to project conversion API needs to be made available for scoped apps There is also a planned task API error when the display column does not have project and demand console columns.

      Reporting

      PRB1389329

      KB0831955

      Clicking the Share icon of a dashboard displays an empty space Clicking the Share icon of a dashboard displays an empty space. The user doesn't have the rights to share but the icon is still visible on the dashboard.

      Refer to the listed KB article for details.

      Service Catalog: Service Portal Widgets

      PRB1411724

      KB0830948

      Order guides with the 'Multiple Choice' variable within variable sets of the included catalog items is causing a selection issue on Service Portal If an order guide contains 2 or more catalog items that use the same variable-set, and that variable set contains a 'Multiple Choice' variable, the 'Multiple Choice' variable is grouped as a single item across all the catalog items, rather than being independent per catalog item. For example, selecting a radio button on one catalog item deselects it on a separate catalog item when on the 'CHOOSE OPTIONS' page, as if they're grouped.

      Refer to the listed KB article for details.

      Service Catalog: Service Portal Widgets

      PRB1419110

      The standard ticket header fields show a white background when the portal is running with a stock theme
      1. Change the portal theme to a stock theme.
      2. Create a request for any catalog item.
      3. Navigate to the standard ticket page.
      4. Validate the background color for the header fields (Number, Created, Updated, State).

      Expected behavior: The background color should match the page background.

      Actual behavior: The field background is white, which does not match the page-level background.

      Service Catalog

      PRB1411967

      Making 'ignore price' true on an item does not hide the price on variables This is a change from Orlando, where selecting the variable value added the price on the item as 'ignore price' was set to false. Now, because 'ignore price' is set to true, the price should be hidden on the variable.
      1. Create a catalog item with a multiple choice variable with different choices for the price.
      2. Do not have any price on the item.

        In Orlando, this would make the 'ignore price' form level variable false. In Paris, there is a change which makes the 'ignore price' variable as true.

      3. Try the item.

      Expected behavior: It should not show the price on the variable choice.

      Actual behavior: The variable choice shows the price and selecting it does not add the price on the item.

      Service Catalog

      PRB1413685

      Business Stakeholder is unable to see catalog task information
      1. Give a user the Business Stakeholder role.
      2. Open a catalog task.

      Expected behavior: The user should be able to see all the task fields.

      Actual behavior: The fields do not show up.

      Service Catalog

      PRB1415225

      The RITM configuration of Standard Ticket should show the summarizer instead of a read-only variable editor In the new Standard Ticket Page configuration, the 'Additional Details' tab shows read-only variables instead of a variable summarizer.

      Service Mapping

      PRB1411232

      The sm_admin role should be able to customize the relationships added for tag-based mapping For more information, refer to Components installed with Service Mapping and Configure tag-based discovery.
      1. Create a user with the sm_admin role.
      2. Customize the relationships added for tag-based mapping in the svc_traversal rules table.
      3. Create a tag-based service.

      Service Mapping

      PRB1414489

      Switches are not added to the network path due to a case sensitivity code error One result of this issue is service mapping not showing network devices between servers.

      Service Mapping

      PRB1417512

      'Recalculate tag-base service' should check changes in the svc_traversal_rules and cmdb_rel_type tables 'Recalculate tag-base service' does not consider changes made in the svc_traversal_rules.list or cmdb_rel_type_rule_definitions.list tables.
      1. Create a VM by navigating to Virtual Machine Instances > New > name=dummy vm > Submit.
      2. Create a server by navigating to Linux > New and set the name=dummy linux.
      3. Create an application by navigating to Tomcat > New and set the name=dummy tomcat.
      4. Add to Configuration item=dummy, vm key=vm, and value=linux vm to the cmdb_key_value.list table record.
      5. Navigate to the cmdb_rel_ci.list table and create 2 relationships:
        • Parent=dummy linux server, Type= Virtualized by::Virtualizes, and Child=dummy vm linux
        • Parent=dummy tomcat on linux, Type= Runs on::Runs, and Child=dummy linux server
      6. Navigate to svc_tag_categories.list and create a category with the Tag category name=category vm linux and Tag key=vm.
      7. Click Submit.
      8. Navigate to svc_by_tags_service_families.list and click New.
      9. Set Service family name=service linux vm and Tag Category=category vm linux, and save.
      10. Click Manually update candidates then click View service candidates.
      11. Click the view map and then click the form button.
      12. Click Recalculate Service then click the view map and map display with the vm, server, and tomcat application.
      13. Navigate to svc_traversal_rules.list table and disable the cmdb_ci_appl Runs on::Runs Hardware [cmdb_ci_hardware] rule.
      14. Click Recalculate Service then click the view map.

      The tomcat application still exists on the map.

      Service Portal

      PRB1414109

      Insufficient confirmation upon attaching an attachment to either KB article comments or catalog items
      1. Start JAWS.
      2. In /sp, navigate to any page where an attachment can be added.
      3. Add the attachment.
      4. Listen for the confirmation that the file was attached.

      Notice that there is none.

      Service Portal

      PRB1414118

      The System Status page is not understandable to screen reader users The System Status table has no labels and it is not possible for a screen reader user to understand what is being displayed.
      1. Start a screen reader.
      2. In /sp, navigate to System Status.
      3. Move the input focus to the table.

      Notice that there is no real information on how to understand the table given by the screen reader.

      Software Asset Management Professional

      PRB1405174

      The script include SAMPMigration copies records without an SCCM group ID
      1. Install the SCCM plugin (2012v2 or 2016) but don't install the SAM plugin.
      2. Run the SCCM scheduled import.

        Notice that records are populated in cmdb_software_instance.

      3. Install the SAM plugin.
      4. Execute the 'Migrate Software Installs' script.

      Notice that the cmdb_sam_sw_install records are created but none of those records have sccm_group_id populated, which was populated in the cmdb_software_instance records. The cmdb_sam_sw_install table should have sccm_group_id and sccm_timestamp (if available) populated during migration.

      Software Asset Management Professional

      PRB1409541

      Suite of suites should avoid processing duplicate downgrade software models The entitlement downgrade rights could have duplicate downgrade software model information. For example, users could create two entitlements for MS Visual Studio 2020 with downgrade rights to MS Visual Studio 2019. This would create two records in the samp_downgrade_model. MS Visual Studio 2019 should be processed as a downgrade suite only once.

      Software Asset Management Professional

      PRB1412705

      If a new activity for a user is pulled, reclamation candidates do not automatically close
      1. Connect to any direct integration and pull user subscriptions.

        Based on the last activity, reclamation candidates are created for stale subscriptions.

      2. Update the last activity and run the job.

      Reclamation candidates related to non-stale subscriptions should move to the 'closed canceled' state.

      Software Asset Management Professional

      PRB1413176

      Unable to create an SAP connection when using a MID Server The 'return' statement on line 63 in the SAMSoapHandler script include needs to be changed to return on line 60 instead.

      Software Asset Management Professional

      PRB1413203

      Reserve Entitlement cost has been added to the true-up cost in the License Position Report

      Software Asset Management Professional

      PRB1413300

      Reserve entitlement cost should not be included in the total spend

      Software Asset Management Professional

      PRB1413609

      License Metric Attribute for Microsoft Per Core metric has been added A license metric attribute for a minimum of cores per virtual instance has been added.

      Software Asset Management Professional

      PRB1413808

      The G-Suite ServiceNow integration only pulls primary domain subscriptions from Google The G-Suite ServiceNow integration only pulls primary domain subscriptions from Google. Non-primary domain subscriptions should also be pulled.
      1. Log in to an instance with a G-Suite integration profile, and with domain and non-domain subscriptions.
      2. Compare the subscription count in the instance with the count in the portal.

      Software Asset Management Professional

      PRB1413963

      Clean up publishers to process table before reconciliation starts

      Software Asset Management Professional

      PRB1415413

      Filter the bundle software packages for engineering apps to avoid double counting the usage information License usage imported from OpenLM reports two records if the product is a bundle or suite: One record for the feature and one for the parent product. The records must be filtered in such a way that the usage is counted once.

      Source Control Integration

      PRB1402405

      KB0823703

      Applying remote changes for an application inserts a deleted choice and doesn't load the actual choices for a field Choices for a field are missing or deleted choices are shown when applying remote changes for an application.

      Refer to the listed KB article for details.

      Source Control Integration

      PRB1415391

      Tables are not deleted when applying remote changes that delete the table
      1. Create a global app and link to SC.
      2. Create a table with 2 columns and a script include and commit.
      3. On a second instance, import the app.
      4. Delete the table and commit.
      5. On the first instance, apply the remote changes.

      Expected behavior: The table should be deleted.

      Actual behavior: The columns in the table are deleted, but the table itself is not deleted.

      Upgrade Engine Issues

      PRB1406535

      App Install cluster synchronization does not expand the app zip when the app contains conditional content When processing the App Install cluster message, other nodes of the cluster fail to expand the app zip if the app only contains conditional content and no static content.
      1. On a multi-node instance, install app1 with conditional content for app2 but no static content on node 1.
      2. Confirm that the installing node has a log message that starts 'Expanding downloaded zip file' and that the other node does not have any such log entry.
      3. Navigate to the directory in the log entry.

        Notice that the package is expanded on the installing node, but not on the other node.

      4. Install app2 on node 2.

      Expected behavior: The conditional content for app1 should be processed after app2 is active.

      Actual behavior: The conditional content for app1 is not processed.

      Usage Analytics

      PRB1412008

      Weba_redirect is not decoding URLs correctly Redirects from weba_redirect.do are not redirected to the correct URL. The '=' is replaced by '&#61;', resulting in the docs links breaking.

      VA-Conversation Server

      PRB1412669

      Requester input to invoke contextual actions is not displayed in the chat window
      1. Set up SMS and contextual actions on an instance.
      2. Start a conversation with Virtual Agent and try to invoke a contextual action (for example, Live Agent) by entering the associated keyword.

      Notice that the requester input is not displayed in the chat window.

      VA-Conversation Server

      PRB1413932

      Conversations are faulting for some non-guest users in B2B

      VA-Conversation Server

      PRB1414606

      Debug logging is not working for CustomAdapterServiceImpl When glide.cs.debug is set to true, sys logs do not print logs from CustomAdapterServiceImpl as expected.

      VA-Conversation Server

      PRB1416252

      The conversation is faulting upon entering an invalid input for the File Upload control
      1. Set up SMS and create a VA topic with a file picker.
      2. As a requester, select the topic created in Step 1.
      3. Enter an invalid input, like text instead of uploading an image.

      Expected behavior: The topic should be re-run, allowing the user to re-try the input.

      Actual behavior: The conversation is faulting.

      VA-Designer

      PRB1414134

      Topics are shown in the 'all topic' picker unless manually opted-out If a topic is not opted-in manually (additional channels on topic properties) for SMS, they can be part of the 'show all topic' picker and can be discovered in SMS. It should not be discovered or show in the 'all topic' picker unless manually opted-in.

      VA-Designer

      PRB1419238

      Slot filling is not happening for a bypassed reference choice node
      1. Create a model or intent, and add the utterance 'my favorite ice cream flavor is chocolate'.
      2. Choose 'chocolate' as an entity named flavor.
      3. Create a topic.
      4. Add a reference choice list in script mode with vanilla, chocolate, and strawberry as options, and disable confirmation.
      5. Change the 'condition' of the reference choice list to script and change the script to return false.
      6. In the end node message, output the reference choice value.
      7. Test the topic with topic discovery enabled.
      8. Enter the utterance 'my favorite ice cream flavor is chocolate'.

      Expected behavior: The topic is found, and 'chocolate' is output in the chat during the end step.

      Actual behavior: The topic is found, but the ice cream flavor is not output in the end step.

      Virtual Agent Lite for ITSM

      PRB1406714

      Performance degradation in Virtual Agent after upgrading to Paris Some KPIs presented degradation, including 'End-to-End', 'QUEUE_WAIT', 'VA_TOTAL_PROCESSING', and 'Load Client'.

      Virtual Agent Lite for ITSM

      PRB1414802

      The property sn_itsm_va.com.snc. itsm.virtualagent.portal_url doesn't exist for VA Lite, which is causing users to be redirected to an incorrect URL When ITSM VA conversations are not active, the property sn_itsm_va.com.snc.itsm. virtualagent.portal_url doesn't exist. This is causing the dynamic greeting to create an invalid URL for redirection on INTs, REQs, and links on greeting topics.

      Virtual Agent Platform

      PRB1406648

      Log the Teams payload and add logic for not sending the welcome message twice After users link their account with MS Teams (Virtual Agent), the welcome message is displayed twice.

      Virtual Agent Platform

      PRB1411437

      The condition on v_interaction_ context in the AWA queue is causing a localization issue for the guest user chat

      Virtual Agent Platform

      PRB1411812

      The NLU provider is not updated after the duplicated topic changes the NLU provider to a non-ServiceNow provider

      Virtual Agent Platform

      PRB1412413

      Issues with data typing in VA Designer's Script Variables panel The data typing issues occur when users enter a default value directly without '</>'.

      Virtual Agent Platform

      PRB1412415

      KB0830632

      Topic conditions are removed after upgrading from Madrid to Orlando
      1. Upgrade to Orlando.
      2. Edit any topic that has a lookup with a condition.

        Notice that a red circle is displayed on the lookup, indicating an issue.

      3. Navigate to the sys_cb_topic table and search by the same topic.
      4. Edit the topic and get the XML file.

      Notice that the graph_api_version is 1.0.10.mp4, which is the number of the previous version. The Orlando version is graph_api_version: 1.0.16. Initially, this issue was observed when upgrading from Madrid to Orlando, but it could occur in any other version upgrading to Orlando.

      Virtual Agent Platform

      PRB1412793

      Users are being disconnected from support chat sessions due to inactivity sooner than expected Users are being disconnected from support chat sessions due to inactivity sooner than expected. When a user creates a chat, the idle chat timer considers the wait time initially and times out accordingly, until the user sends any message.
      1. Make sure that the system properties are set as follows:
        • com.glide.cs.idle_chat_cancel_timeout: 420
        • com.glide.cs.idle_chat_reminder_timeout: 300
        • com.glide.cs.idle_chat_reminder_message: The conversation is timing out, are you still there?
      2. In one browser, initiate a chat.
      3. In another browser, impersonate an agent.

        Notice that you received a chat but do not accept it yet.

      4. Wait for 6+ minutes, and then accept chat, and do not send any to/from communication.

        The com.glide.cs.idle_chat_reminder_message reminder message does not show up, and chat times out in less than 1 min. The outcome is different based on how long the agent waits to accept the chat.

      Expected behavior: When a user creates a chat, the idle chat timer should not consider wait time prior to chat being accepted.

      Actual behavior: When a user creates a chat, the idle chat timer considers the wait time initially and times out accordingly, until the end user sends any message.

      Virtual Agent Platform

      PRB1413087

      Opening a new chat results in two interaction records This occurs because AdapterUtils tries to create an interaction record. Later, when it gets further down the stack and the ContextProfileLocatorImpl tries to call getContextProfile(), it tries to get or create the interaction record. Because the insert hasn't been processed yet, it tries to insert the record again.
      1. Activate the Agent Chat plugin with demo data.
      2. As an admin user in Workspace, set yourself to 'Available'.
      3. In another incognito tab, open /$sn-va-web-client-app.
      4. In the first tab, find interaction_list.do.

      Expected behavior: There should be one new interaction.

      Actual behavior: There are two new interactions.

      Virtual Agent Platform

      PRB1413915

      Enhance 'MessageServiceImpl' error logging The logs need to capture the stack trace, not just the error type.

      Virtual Agent Platform

      PRB1414136

      Users can receive an IllegalStateException at the end of a conversation This occurs if a user sends a message (for example, 'thank you') at the same time the conversation ends.
      1. Set or create the sys_properties row glide.cometd.websocket.enabled and set it to false.
      2. Set or create the sys_properties row com.glide.cs.verify_messages_processable and set it to false.
      3. In Chrome, initiate an AWA conversation with an agent via the Virtual Agent web client ($sn-va-web-client-app.do).
      4. In another browser, as an agent, accept the chat.
      5. In Chrome devtools for the VA web client network tab, set the throttling value to 'offline'.
      6. In the AWA window, wait for the conversation to time out.
      7. In Chrome devtools for the VA web client, mark the throttling 'online'.
      8. Before the next /sync operation runs, try to send a message.

      Expected behavior: The message gets stored in the sys_cs_message table but does not get sent to the agent. No error message shows in VA web client.

      Actual behavior: The 'I'm experiencing a technical issue' message is displayed in the VA web client.

      Virtual Agent Platform

      PRB1414981

      A null pointer exception appears when the cause is null for faulted conversations For faulted conversations, the cause is not always populated. This leads to a null pointer exception shown in the logs.
      1. Navigate to Designer in Virtual Agent.
      2. Click Test Active Topics.

      For faulted conversations, the logs should not throw a null pointer exception.

      Virtual Agent Platform

      PRB1416766

      Exceptions while faulting previous conversations should not break the conversation handshake Updates are needed for error handling around the closing of old in-flight conversations.
      1. Modify an open conversation for a logged-in user to have two conversation tasks with the same name.
      2. Start a conversation as that user.

      Expected behavior: The conversation should start normally and previous conversations should be faulted.

      Actual behavior: The logic loading the existing conversations to be faulted throws an exception, which aborts the handshake.

      Virtual Agent Platform

      PRB1417783

      Scriptable Adapter API updates to allow adoption by more adapters For more information, refer to Conversational custom chat integrations, Integrate chat clients with Virtual Agent, and Virtual Agent action scripts.

      Virtual Agent Platform

      PRB1419104

      The transcript is not showing the menu option selected, or the text entered
      1. Launch Virtual Agent in any Orlando base instance.
      2. Enter 'laptop charger'.

        A menu of options should appear.

      3. Type in 'laptop charger' again.

        The same menu displays again.

      4. Type in 'laptop charger' again.

        The same menu displays again.

      5. Choose 'I want something else'.
      6. Choose any topic and end the conversation.
      7. Open the interaction record for the conversation.

      Notice that the text entered (for example, 'laptop charger') is showing only once on the transcript.

      Virtual Agent Platform

      PRB1422402

      The prefix does not appear for the SMS device type and SMS should not be highlighted in blue in the table sys_cs_conversation
      1. Provision a Paris instance with SMS 1.0.4.
      2. In system properties, for the record glide.ui.i18n_test, set the value to true.
      3. Navigate to Virtual Agent - Designer.
      4. Create a topic with any ControlType.
      5. Save and publish the topic.
      6. Test it with the Postman API.
      7. Open the table sys_cs_conversation.
      8. Check the conversation entry for device type - SMS.

      Expected behavior:

      • Prefix for device type - SMS
      • Field style - Gray text color of SMS

      Actual behavior: There is no prefix for SMS and the field style is the blue text color of SMS. Also, when searching *SMS in the field Device Type in the table sys_cs_conversation, it shows no records to display although the record is present.

      Web Services

      PRB1411442

      KB0829702

      The OAuth 2.0 credential that is configured with a short TTL causes ECC queue flooding and leads to semaphore exhaustion After configuring an OAuth2 token with a short TTL, users observe an increase in credentials_reload records in the ECC queue. This results in increasing performance impacts on the instance and activities utilizing the MID Server.
      1. Configure OAuth2 token with TTL as 1 minute.
      2. Set the OAuth2 discovery_credential record to 'All MID Servers' (the default).
      3. Configure a large number of MID Servers.
      4. Let MID servers run.

      This problem has also been seen with considerably fewer MID Servers. It is a combination of the short TTL and the number of MID Servers that causes the impact.

      Workforce Reporting

      PRB1415457

      The Save UI action is not available for a case escalation record in workspace This issue occurs after installing the Manager Workspace (com.snc.manager_workspace) plugin. If the user installs only the CSM demo data plugin, the issue does not occur.
      1. Enable the Standard Case Escalation flow from admin.
      2. Log in as admin.
      3. Type 'Escalations' in the filter navigator.
      4. Click Escalation Template and select Standard Case Escalation.
      5. Uncheck 'Skip Escalation Approval' and select Customer Service Support in the approval group.
      6. Click Save.
      7. Create a case.
      8. Log in as agent, create a case, and assign it to yourself.
      9. Open the created case record and click the Escalate Case Related link.
      10. Complete all the details in the escalation record and click Save.
      11. Open the escalation record in workspace.
      12. Log in as a manager in workspace.
      13. Open the above case record and click More, then click Escalations.
      14. Open the escalation record and click Approvers.
      15. Open the record.

      Observe that the Save option does not appear.

      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.

      • Paris security and notable fixes
      • All other Paris fixes

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