Outbound Messaging

PRB1406698

KB0827022

Refer to the listed KB article for details.

Service Catalog: Service Portal Widgets

PRB1399497

KB0831547

Refer to the listed KB article for details.

Configuration Management Database (CMDB)

PRB1386982

Source Control Integration

PRB1393639

KB0819037

Refer to the listed KB article for details.

Flow Designer

PRB1406982

KB0829023

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

Refer to the listed KB article for details.

Activity Stream

PRB1419530

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

Agent Chat

PRB1417912

1. Open the inbox.
2. Close the browser.

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

Agent Workspace

PRB1392126

Agent Workspace

PRB1401936

KB0827071

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

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

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

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

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

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

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

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

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

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

Agent Workspace

PRB1417441

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

Agile Development

PRB1412936

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

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

Authentication - Local DB Login

PRB1416863

Authentication

PRB1413238

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

Refer to the listed KB article for details.

AWA: Routing and Assignment

PRB1412873

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

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

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

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

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

Cloud Provisioning and Governance (CMP)

PRB1411407

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 Provisioning and Governance (CMP)

PRB1413537

KB0832234

Refer to the listed KB article for details.

Condition Builder

PRB1413202

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

Configuration Management Database (CMDB)

PRB1409337

Configuration Management Database (CMDB)

PRB1409338

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

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

Configuration Management Database (CMDB)

PRB1411088

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

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

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

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

Configuration Management Database (CMDB)

PRB1419152

Configuration Management Database (CMDB)

PRB1420873

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

Connect Chat

PRB1406604

Contextual Search

PRB1413207

Contextual Search

PRB1416931

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

Core Platform

PRB1405441

Core Platform

PRB1416747

Currency

PRB1386841

Customer Service Management

PRB1414422

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

Design System

PRB1414333

Design System

PRB1412045

Discovery

PRB1409743

Discovery

PRB1410442

Discovery

PRB1412617

KB0830572

Refer to the listed KB article for details.

Document Viewer

PRB1414231

Domain Support

PRB1411213

Domain Support

PRB1413860

Edge Encryption

PRB1416382

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

Encryption/Cryptography

PRB1411669

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

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

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

1. Create a text-based group.
2. Close the secondaries.

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

Event Management

PRB1413278

Event Management

PRB1413289

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

Event Management

PRB1416322

Event Management

PRB1416608

Event Management

PRB1417207

Flow Designer

PRB1407102

Flow Designer

PRB1411152

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.

Flow Designer

PRB1411974

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

Flow Designer

PRB1413761

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

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

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

Flow Designer

PRB1415470

Flow Designer

PRB1416265

KB0855562

Refer to the listed KB article for details.

Flow Designer

PRB1416281

Flow Designer

PRB1417634

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

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

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

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

Refer to the listed KB article for details.

Graph API

PRB1411288

Graph API

PRB1412411

Graph API

PRB1417617

HTML Editor

PRB1407495

KB0827892

Refer to the listed KB article for details.

HTML Editor

PRB1415144

KB0832659

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

Human Resources Service Management

PRB1413465

Human Resources Service Management

PRB1413581

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

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

Human Resources Service Management

PRB1416425

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

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

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

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

Instance Security Center

PRB1417203

IntegrationHub

PRB1403943

IntegrationHub

PRB1411318

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

IT Operations Management

PRB1420880

ITSM Integrations - Translation

PRB1416649

Knowledge Management

PRB1414110

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

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

Lists

PRB1414121

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

Live Feed

PRB1281798

KB0827724

Refer to the listed KB article for details.

Machine Learning Solutions

PRB1413396

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

MID Server

PRB1411493

MID Server

PRB1413796

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

1. Set up the webserver on the MID.
2. Notice that the configuration prompts for a custom certificate.

MID Server

PRB1416895

Mobile Platform

PRB1412580

Mobile Platform

PRB1413437

Mobile Platform

PRB1414855

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

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

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

MS Teams - App Core

PRB1422173

Patterns

PRB1374360

KB0827777

Refer to the listed KB article for details.

Patterns

PRB1402393

KB0827975

Refer to the listed KB article for details.

Patterns

PRB1407417

Patterns

PRB1410849

KB0832086

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

Refer to the listed KB article for details.

Patterns

PRB1419591

Performance Analytics

PRB1402274

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

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

Persistence

PRB1415002

KB0854207

Refer to the listed KB article for details.

Platform Licensing

PRB1409576

Platform Licensing

PRB1412528

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

Platform Licensing

PRB1414926

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

Playbook - Workspace UI

PRB1412699

Playbook - Workspace UI

PRB1414116

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

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

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

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

Predictive Intelligence Workbench

PRB1416481

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

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

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

Refer to the listed KB article for details.

Project Portfolio Management

PRB1413235

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

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

Reporting

PRB1389329

KB0831955

Refer to the listed KB article for details.

Service Catalog: Service Portal Widgets

PRB1411724

KB0830948

Refer to the listed KB article for details.

Service Catalog: Service Portal Widgets

PRB1419110

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

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

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

Service Mapping

PRB1411232

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

Service Mapping

PRB1417512

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

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

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

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

Software Asset Management Professional

PRB1412705

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

Software Asset Management Professional

PRB1413203

Software Asset Management Professional

PRB1413300

Software Asset Management Professional

PRB1413609

Software Asset Management Professional

PRB1413808

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

Software Asset Management Professional

PRB1415413

Source Control Integration

PRB1402405

KB0823703

Refer to the listed KB article for details.

Source Control Integration

PRB1415391

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

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

VA-Conversation Server

PRB1412669

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

VA-Conversation Server

PRB1414606

VA-Conversation Server

PRB1416252

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

VA-Designer

PRB1419238

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

Virtual Agent Lite for ITSM

PRB1414802

Virtual Agent Platform

PRB1406648

Virtual Agent Platform

PRB1411437

Virtual Agent Platform

PRB1411812

Virtual Agent Platform

PRB1412413

Virtual Agent Platform

PRB1412415

KB0830632

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

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

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

Virtual Agent Platform

PRB1414136

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

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

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

Virtual Agent Platform

PRB1419104

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

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

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

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.