Configuration Management Database (CMDB)

PRB1412232

KB0832083

Refer to the listed KB article for details.

Human Resources Service Management

PRB1412920

KB0831040

Refer to the listed KB article for details.

Lists

PRB1411582

KB0830515

Refer to the listed KB article for details.

Core Platform

PRB1423155

KB0861601

Refer to the listed KB article for details.

Guided Tours

PRB1417059

KB0855190

1. Log in to a Paris base instance.
2. Navigate to Application Navigator > Guided Tour Designer > Create Tour.
3. Complete as follows:
   • Name: [Tour_Name]
   • Tour Type: Service Portal
   • Portal: Service Portal
   • Starting Page: index
   • Roles: All
4. Click Create Tour.
5. In the new tab, create an introduction for the Guided Tour and enter anything.
6. Click Save.
7. Click Publish, then click Confirm.
8. Navigate to Application Navigator > Guided Tour Designer > Configure Auto Launch.
9. Find the newly created Guided Tour 'sp?id=index'.
10. Set the auto-launch toggle to true so that the button is positioned on the right side.

    This will automatically save.

11. Navigate to the Service Portal by adding the sp prefix to the end of the URL: https://<instance_name>.service-now.com/sp-

    Notice that the Close button here is Euro currency symbol.

12. Repeat the same steps in an Orlando base instance.

Notice at the end, that the Close button is correctly displayed as an 'X'.

Performance Analytics

PRB1412458

Performance Analytics

PRB1430549

KB0859420

Refer to the listed KB article for details.

Activity Stream

PRB1429359

Advanced Work Assignment

PRB1410477

Advanced Work Assignment

PRB1428530

1. Enable the Agent Chat plugin.
2. Set the chat service channel's default capacity to 3.
3. Ensure that the 'Agent Chat Queue' is the first (or only) queue for the chat channel.
4. Set the queue's assignment rule to use 'Last Assigned', and disable automatic timeout-based rejection.
5. Ensure that there are no work items or interaction records.
6. Navigate to /interaction.do and create three interactions with type='chat', with no assignee.
7. Check that three work items have been created, and that all three are queued in 'Agent Chat Queue'.
8. Set the glide.awa.enabled sys property to 'false'.
9. Set all agents to 'Available'.
10. Set the glide.awa.enabled sys_property to 'true'.
11. Refresh the work item list.

Expected behavior: Each of the agents should have received one work item.

Actual behavior: One of the agents receives all three work items.

Agent Chat

PRB1420829

Agent Chat

PRB1432269

1. Configure the pre-chat survey.
2. Navigate to the web client and start a conversation.

   The pre-chat survey shows up.

3. Respond to the survey question or skip the question.

Expected behavior: The next question, if available, should show up or the survey result should appear.

Actual behavior: Intermittently, the next question does not show up and the conversation is stuck. A new conversation starts when the page is reloaded.

Agent Workspace

PRB1410261

1. Install the com.glide.cs.custom.adapter plugin.
2. Enter +1(any US number) in the Workspace phone field.

The '+' is removed and saves it in a string format in sys_user. The string errors out if there is no location given in the user record. It should allow '+' to be saved as part of workspace forms.

Application Navigator & Banner Frame

PRB1401853

1. Start a screen reader.
2. In the instance, navigate to the main navigator and then to favorites (create some if there aren't any).
3. Move the input focus onto each favorite.

Notice that it is read twice.

Application Portfolio Management (APM)

PRB1429224

Authentication

PRB1422245

KB0860149

Refer to the listed KB article for details.

Automated Test Framework

PRB1412917

KB0832192

1. Log in to any Orlando instance.
2. Create and save a new ATF test.
3. Add a test set step 'Navigate to Module' and select a 'Users' list module.
4. Add a test step 'List and Related List' > 'Apply Filter to List'.

The page takes a long time to load because of the large number of related lists on the sys_user.

Change Management

PRB1413222

1. Create a change request where the approvers do not include the CAB manager.
2. Create a CAB meeting and add the change request.
3. Start the CAB meeting as the CAB manager.
4. Impersonate the user who has an approval for the change.
5. Navigate to the CAB meeting.
6. Approve the change request.
7. Impersonate the CAB manager.
8. Navigate to the CAB meeting.

   Observe that the change request has moved to 'Scheduled'.

9. Click Next.
10. Open the meeting notes.

Observe that the meeting notes were updated saying the CAB manager approved at the time Next was selected.

Change Management

PRB1426407

1. Load an instance with Standard Change ML.
2. Train the solution.
3. Create another cluster definition that is not against the change request.
4. Train the new definition so that there is a solution.
5. Run the scheduled job to create candidates.

Notice that the candidates have empty short descriptions and no template value.

Change Management

PRB1429139

KB0858346

Refer to the listed KB article for details.

Change Management Risk Assessment

PRB1434308

Cloud Provisioning and Governance (CMP)

PRB1414861

1. Create a TF catalog.
2. Make changes to the number of variables in the source catalog.
3. Run discovery to see the difference.

The catalog does not get deactivated if discovery is run in the global scope.

Cloud Provisioning and Governance (CMP)

PRB1422774

Cloud Provisioning and Governance (CMP)

PRB1428668

Configuration Management Database (CMDB)

PRB1399417

KB0822261

Refer to the listed KB article for details.

Configuration Management Database (CMDB)

PRB1414354

Configuration Management Database (CMDB)

PRB1419610

KB0855052

Refer to the listed KB article for details.

Configuration Management Database (CMDB)

PRB1420813

Configuration Management Database (CMDB)

PRB1421666

Configuration Management Database (CMDB)

PRB1422819

1. With MS enabled, run IRE payloads to create Linux server CIs (or any CI).
2. Create an application server and call it AppService_1.

   Do not associate any Linux servers to this service.

3. Create an MS query, and give all Linux servers and filter by AppService_1.
4. Run the query.

Notice that you get back all Linux servers from MS.

Core Platform

PRB1431414

CSM Communities

PRB1423447

1. Log in to an Orlando instance.
2. Make API calls to /api/now/table/sn_communities_forum.

Observe the response times.

Customer Service Management

PRB1411794

1. Install the OpenFrame plugin.
2. Navigate to OpenFrame > Configurations.
3. Click New to create a configuration and fill in the form.
4. In the URL field, add a test URL and save the form.
5. Click the phone icon on the top-right corner to display the iFrame pop-up.

   You might need to log out and log in again to see the phone icon.

6. From the iFrame, click Start.

Notice that you receive an access denied error: 'Microphone input capture failed with error: NotAllowedError: Permission denied'. However, when performing the same test in Firefox, the microphone access works as expected.

Customer Service Management

PRB1414905

1. Log in to CSM/CSP portal.
2. Create a walk-up appointment.

   An interaction record is created.

Expected behavior: The interaction record should have contact and consumer details.

Actual behavior: The interaction record does not have contact or consumer details populated.

Customer Service Management

PRB1415419

1. Create a guest appointment.
2. Confirm the guest appointment.

Expected behavior: At the appointment time, when the appointment shows up on the heads-up display (queue), it should show the guest name.

Actual behavior: It shows as 'Unknown' instead of the guest's name.

Customer Service Management

PRB1427691

1. Install the plugins in the following sequence: Process Automation Designer Core, Guided Decisions for Playbook in Workspace, and Playbooks for Customer Service Management.
2. In the navigation menu, search for 'Guidance' and open Guidance 'Attach Article'.

   Observe that the 'Automation Plan' is 'Attach Knowledge Article'.

3. Navigate to plugins and repair the Guided Decisions - Guidance plugin.
4. In the navigation menu, search for 'Guidance' and open Guidance 'Attach Article'.

Observe that the 'Automation Plan' is now 'Link KB Article', which was 'Attach Knowledge Article' before the plugin was repaired. This is causing issues with executing the guidance and guidance is completed without any user interaction.

Customer Service

PRB1422206

Delegated Development

PRB1417873

1. Log in as admin.
2. Navigate to Studio.
3. Create an app, for example 'App 1'.
4. From App 1's splash screen, select File > Manage Developers.
5. Select a user, for example abel.tuter, and grant All File Types, Manage ACLs & Roles, Allow Scripting permissions, and save.
6. Set abel.tuter's password.
7. In an incognito window, log in as abel.tuter.
8. Navigate to Studio.
9. Select App 1.
10. Select Create Application File.
11. Create a Scripted REST API record.

Notice in the related records tabs section that there is no New button on sys_ws_operation, sys_ws_header, or sys_ws_query_parameter.

Discovery

PRB1411817

KB0830586

1. Discover a vCenter.
2. Make sure that the ESX records are populated in the cmdb_ci_esx_server table.

   The correlation_id of the ESX server may change due to various reasons.

3. Discover the same vCenter once the correlation_id changes.

   Make sure that the MOR ID and the vCenter UUID of the ESX server do not change.

Notice that duplicate ESX records are created in the cmdb_ci_esx_server table with different correlation_id.

Discovery

PRB1416596

Discovery

PRB1420976

Document Viewer

PRB1423752

KB0861033

Refer to the listed KB article for details.

Email

PRB1422570

KB0860256

Refer to the listed KB article for details.

Email

PRB1429344

KB0858530

Refer to the listed KB article for details.

Email

PRB1431344

1. Navigate to Email Client > Email Client Configurations.
2. Open the default record and set 'Display Reply-To' and 'Display From' to true.
3. Open Agent Workspace and open an active incident record.
4. Open the menu and select Compose Email.

   Notice that the Reply To field is automatically set to the instance email.

5. Change the email in the Reply To field to any other valid email.
6. Click Send.

Expected behavior: The email is sent.

Actual behavior: The email is not sent and the following error appears: 'The email contains an invalid reply to field.'

Embedded Help

PRB1414226

1. Log in as admin.
2. Navigate to sys_embedded_ help_content.do.
3. Create a record as follows:
   • Name: home-normal
   • Page: home
   • Mode: Normal
   • Version: New York
   • Content: <div><strong>Strong Text Div Element</strong></div> <div>Text in Div Element</div> <ul class="steps-unordered"> <li class="li step">Bullet List</li> </ul> <ol class="steps-ordered"> <li class="li step">Numbered List</li> </ol>
4. Navigate to the homepage.
5. Click to enable Embedded Help.

   Notice the help content.

6. Switch to the 'Black and White' and 'Clean' themes.

Expected behavior: You should be able to see the Embedded Help.

Actual behavior: Embedded Help is not visible because the background color and font color are all white.

Encryption/Cryptography

PRB1396485

1. Activate the CLE and KMF plugins.
2. Configure the CLE context, role, and user.
3. Log in as a user and trigger the mass encryption of a test field (for example, incident.short_description).
4. After encryption is finished, use global search to find terms in the test field.

   The terms should be found.

5. Modify the glide_encryption.cle_ replatforming_with_kmf property value to opt_in.
6. Execute gs.cacheFlush(); from Scripts - Background.
7. Log out, then log back in as a user with elevated privileges.
8. Run the key migration (context to module) scheduled job.
9. Run the data migration (context to module) scheduled job.
10. Log in as the first user and search for the same terms as before the migration to module encryption.

Expected behavior: The test terms should be found.

Actual behavior: The test terms are not found.

Encryption/Cryptography

PRB1412475

1. Activate the KMF and Encryption Support plugin.
2. Set the sys_property to opt_in.
3. Create an encryption module.
4. Create an encrypted field config on the incident table and short description column.
5. Schedule a mass encryption job and set the time window.

   For example, start time - 14:00:00 and end time - 14:01:00.

6. Start the scheduled job.
7. Wait until the job interval end time window has passed.

   The job state is set to quiescent.

8. Update the job window.

   For example, start time - 14:05:00 and end time - 14:06:00.

9. Click Update.

Expected behavior: The job should resume and continue processing the remaining encrypted data.

Actual behavior: The job is not able to resume and fails with the error 'Error creating job handler for type module_field_encryption from serialized state : [No value present]'.

Event Management

PRB1412968

1. Create a manual group with the CI and metric name filled.
2. Run the Learner job.
3. Send the event on the same CI and metric name as appeared in the manual group.
4. Verify that an automatic pattern-based group is created.

Event Management

PRB1417093

1. Create topology including servers, VMs, and ESX.
2. Create a technical service with VMs.
3. Send an alert on ESX.

The technical service is not defined to include ESX, only VMs, and you still see an alert in the impact map of the technical service. Observe ESX in the em_impact_graph of the service. There is no way to remove ESX from such technical service.

Event Management

PRB1424179

Event Management

PRB1424514

Flow Designer

PRB1416989

KB0855561

1. Create an action.
2. Click the Create Input button.
3. Add a script step.
4. In the script step, under Input Variables, click Create Variable.
5. Set the value to the Input Variable (drag the Input Variable data pill into the script value).
6. Click the data pill.
7. Click the 'X' to delete the data pill.

Notice that the value has been replaced with {{undefined}}.

Flow Designer

PRB1419714

Flow Designer

PRB1424378

KB0860590

1. Set the flow property reporting to 'on'.
2. Create a flow (basic flow) and trigger a flow.
3. Check the sys_json_chunk table.

   The data should be recorded in the type report table.

4. Delete the record from sys_flow_report_doc, type - report.
5. Validate that the data should be deleted from sys_json_chunk.

Flow Designer

PRB1430372

1. Add an action.
2. Create an input of type Array.String.
3. Change the name of Array.String.

Notice that the child item is deleted. Child items should not be deleted.

Forms and Fields

PRB1414029

1. In Safari, open an Orlando or New York instance.
2. Install the plugin Human Resources Scoped App: Core.
3. Navigate to HR Case Management > Create Bulk Cases.
4. Populate the HR service field with any value.
5. Enable VoiceOver (cmd + F5).
6. Trigger the search icon (control+option+right/left).
7. Try to reach the info icon.

Expected behavior: All the UI components should be reachable by VoiceOver.

Actual behavior: In Safari, the info icon is not reachable by VoiceOver.

Forms and Fields

PRB1417192

1. Create an ER case.
2. Within the ER case, create any record (for example, HR Tasks, Involved Parties, Allegations).

Notice that when the tab is created, focus is placed on the new entry in the tab list, whereas the first thing that is needed in any of these new records is data in the form itself.

Google Maps

PRB1410535

Guided App Creator

PRB1416922

1. Create a workspace by navigating to My Company Apps > Create New.
2. Follow the wizard and select data table = Interaction.
3. Look up the workspace configuration in sys_aw_mster_config and confirm that lists have been successfully added.
4. Open the workspace.
5. Navigate to the list module.

Expected behavior: The list that you saw in step 3 should appear in the menu.

Actual behavior: Nothing shows up.

Human Resources

PRB1417661

1. Activate the Human Resources Scoped: Lifecycle Events plugin and the dependencies.
2. Create a record in sn_hr_core_case if one does not exist already.
3. View the record.

   Under Related Links, there should be one that reads 'Add Task'.

4. Using VoiceOver, tab to the 'Add Task' link.
5. Click the link, and a modal window should appear.

   Notice that the VoiceOver selector does not move to the modal.

Expected behavior: The VoiceOver selector should shift to the first element on the modal when it opens.

Actual behavior: The VoiceOver selector focus remains on elements in the background, which are disabled.

Human Resources Service Management

PRB1414241

1. Use Mac systems to reproduce the issue via the VoiceOver feature.
2. Install the Human Resources: Core (sn_hr_core) plugin.
3. Navigate to Create Bulk Cases (control + option + right arrow) and trigger it (Enter key).
4. Enable VoiceOver (Cmd + Fn + F5)

.
5. Open the web rotor (control + option + u).
6. Navigate to the form controls and check for the email template label (radio button).

Expected behavior: The '?' is not visible for the selected radio button in the VoiceOver panel.

Actual behavior: UTF characters(?) are exposed as part of the accessible name in the VoiceOver panel.

Human Resources Service Management

PRB1414721

1. Install the Human Resources: Core plugin.
2. Navigate to Create Bulk Cases.
3. Enable VoiceOver.
4. Open the web rotor.
5. Navigate to landmarks and press Navigation.



   Notice that the navigation does not have an accessible name.

Expected behavior: The aria_label is mentioned for landmark navigation.

Actual behavior: The aria_label is not mentioned for landmark navigation.

Human Resources Service Management

PRB1422268

KB0856404

Refer to the listed KB article for details.

Inbound API Authentication

PRB1413481

Instance Data Replication feature

PRB1411865

1. Run a replication set seeding job on Producer and Consumer.
2. While the seeding job is in progress in the Consumer instance, navigate to the seeding job and click Cancel.

Notice that the seeding job is set to the 'Canceled' state but the 'Percent Complete' keeps growing.

Instance Data Replication feature

PRB1417186

Instance Data Replication feature

PRB1426475

1. Get a remote pair of instances.
2. Set up a discrete replication set between the two instances.
3. After setting up the discrete producer with the discrete value, try to replicate a record.

Expected behavior: The record should be replicated.

Actual behavior: The record is not replicated.

ITSM Integrations - Translation

PRB1423692

Common issues when the glide.ui.security.allow_codetag property is true and the other property is true include the alert not being displayed and link text and button text not getting translated.

When the glide.ui.security. allow_codetag property is true and the other property is false, the translation is rendered as HTML content though the [code] tag is not given in the input.

Common issues when the glide.ui.security.allow_codetag property is false and the other property is true include HTML content being rendered irrespective of [code] tag present in the input.

When the other property is false, the script tag is present in the input, but the translation is missing. There is also extra spacing between li items.

1. Enter some HTML input in Activity Stream.
2. Translate the comment and observe the response.

Expected behavior: The HTML should not be rendered and the translated response should be the same as input comment.

Actual behavior: The HTML is rendering for translated content when it should not.

Microsoft SMS/SCCM Integration

PRB1434839

1. On an Orlando instance, install one of the SCCM 2016/2012 v2/2007 plugins, and import to populate the CMDB.
2. (Optional) Install Discovery, and scan the same computers to populate additional attributes.
3. Upgrade to Paris, and import again.

Notice that new computers will be inserted into cmdb_ci_pc_hardware instead of the expected cmdb_ci_computer. Existing cmdb_ci_computer CIs will be re-classified as cmdb_ci_pc_hardware. Discovery will continue to use cmdb_ci_computer.

MID Server

PRB1421468

PDF Generation

PRB1417043

KB0859925

Refer to the listed KB article for details.

Performance Analytics

PRB1407154

KB0851926

Refer to the listed KB article for details.

Performance Analytics

PRB1413891

1. Navigate to Reports > View/Run.
2. Click Group.
3. Navigate to System preferences > Accessibility and click Enable VoiceOver.
4. On the reports page, under the Type column, point to any type icon that will open a pop-up with details regarding the report.

Observe that the VoiceOver doesn't announce the pop-up, and when you point to the type, it says 'You are currently on a group, inside a cell'. VoiceOver should announce the pop-up, which shows the details of the report.

Performance Analytics

PRB1430209

Performance Analytics

PRB1434649

1. Create a table test_breakdown_source with the following field: Name: value, type: String, length: 40.
2. Populate 9 records in this table with the values 'a', 'b', 'c', 'd', 'e', 'f', 'g', 'h', and 'i'.
3. Create a table test_table with the below additional fields:
   • 9 fields with the following:
     • Name: field1, field2, field3, etc.
     • Type: Reference
     • Table: test_breakdown_source
   • Name: distinct, Type: Integer
4. Populate 4M records in test_table using the following Java snippet.
5. Create 1 breakdown source on the test_breakdown_source table.
6. Create 1 indicator source on the test_table without a condition.
7. Create 1 indicator on the above source with aggregate = COUNT DISTINCT and field = distinct.
8. Create 9 breakdowns on source created in step 5 and map them on test_table field1/field2/...field9.
9. Link the above 9 breakdowns to the indicator created in step 7.
10. Create a data collector to add indicator created in step 7.

    Before performing the following steps, make sure your glide instance has 2G memory allocated: -Xmx2048m present in JVM argument.

11. Disable com.snc.pa.dc.use_lazy_collection and run the job.

    Notice that the job finishes without a problem.

12. Enable com.snc.pa.dc.use_lazy_collection and run the job.

Notice that the job gets stuck around 50% progress and eventually causes low memory on the instance. In some cases, the job will be ended by the platform. Otherwise, the node is dead.

Performance Analytics

PRB1434729

Persistence

PRB1422498

1. In an Oracle instance for Paris, add a new variable ('Requested for') of the reference type to the service catalog item 'Apple iPad 3'.
2. Request the item and assign a user: Service Catalog > Top Requests > Apple iPad 3.
3. Change the sc_item_option.value max length from 4000 to 400000, which converts it from varchar2 to CLOB.
4. Create a report of the list type on the sc_req_item table.
5. Select a variable to the selected column list.
6. Pick the variable 'Apple iPad 3.requested_for', which is a reference type variable to the sys_user table.

Notice that the report cannot be rendered correctly, and an error appears in the system log.

Persistence

PRB1429007

KB0858370

Refer to the listed KB article for details.

Platform Licensing

PRB1424359

Platform Security

PRB1413398

Playbook - Workspace UI

PRB1415388

1. Install Process Automation Experience Demo and Process Automation App Engine plugins.
2. Open up demo process definition titled 'Playbook Experience Demo'.
3. Add an activity that pulls in a list of records from the interaction table and starts with 'PLAYBOOK-CHILD:'.
4. Create an interaction record in Agent Workspace that starts with the short description of 'PLAYBOOK: demo'.
5. Navigate to where your interaction step is and see all interaction records in the list instead of just records filtered out by 'PLAYBOOK-CHILD:'.

Playbook - Workspace UI

PRB1421171

1. Search for Process Automation Experience Demo as admin.

   It is not visible, and you must be a user with elevated privileges to see it.

2. As a user with elevated privileges, activate Process Automation Experience Demo.
3. Create an interaction in workspace with a short description starting with 'PLAYBOOK:'.

Expected behavior: A new playbook is attached and visible.

Actual behavior: No playbook is launched unless the license plugin, 'Process Automation Designer for App Engine', is installed.

Predictive Intelligence

PRB1420262

1. Set glide.platform_ml.training_ notification.enabled to false.
2. In sys_properties.list, decrease the similarity and classification count so that it matches the filter condition.
3. In sys_trigger, search for 'notification to start using ml' and execute it.

Expected behavior: Sys_email.list should not be populated.

Actual behavior: Sys_email.list is populated.

Process Automation Designer

PRB1428561

1. Log in to an instance with a million task records and a process created in PAD that contains a lane.
2. Create a 'Create Task' activity.
3. Open the form of that activity and switch to advance view.

Your session freezes up as the server tries to complete the REST request. Not even cancel_my_transactions.do stops this transaction.

Process Automation Designer

PRB1428583

1. Log in to an instance with Process Automation Designer installed (or install that plugin along with the Process Automation Designer for App Engine plugin).
2. Navigate to Process Automation > Process Automation Designer in the navigation menu.
3. Create a process definition.
4. Add a lane.
5. Add a 'Show List of Records' activity.
6. Open the Advanced Configuration modal from the side panel.
7. Under 'Table', choose Interaction.
8. Under the Fields to show field, use the field chooser to add Number, State, Type, Short description, Active (or enter the equivalent labels in the field).
9. Select Update.
10. Open the Activity Configuration panel again.

Expected behavior: The Fields to show field lists the labels of the fields you chose: 'number,state,type,short_description,active'.

Actual behavior: The Fields to show field has a truncated list of fields: 'number,state,type,short_description,acti'. The field chooser also only lists the names of the complete fields (Number, State, Type, and Short description). This may cause the execution to fail when the process definition is activated and the correct record action kicks off the process.

Process Mining

PRB1426419

Install another workspace in addition to the Process Optimization workspace.

Notice that the landing page of the other workspace is showing ‘No Content Available’.

Project Management

PRB1432116

1. Activate the global context and teamspaces plugins on an Orlando instance.
2. Create demo data.
3. Upgrade to Paris.
4. Check the constraint columns for global context and all teamspaces.

Validate that the constraint columns are not visible for teamspace projects.

Project Portfolio Management

PRB1419781

• 'Order by' is not honored in reference fields attributes (ref_sequence=starts_at, ref_ac_order_by=starts_at).
• For the reference fields, after users select values and double-click, it saves the values. However, if they want to remove the values and want to make it empty, it is not happening.
• If users edit a cell by entering input data and then double-click a different cell, it saves the data in another cell.

Reporting

PRB1414688

1. Enable VoiceOver.
2. Navigate to View/Run Module.
3. Navigate to the 'Type,Title,Table,Created By,Last Modified' button.
4. Perform the 'Sort' operation on any column.

   Notice that the Type,Title,Table,Created By,Last Modified button does not have an accessible name.

Expected behavior: The sort operation mentions that the column name is sorted. For example, 'Table sorted by Title ascending' or 'Table sorted by Type descending'.

Actual behavior: The 'Sort' operation does not mention which column it sorted. It mentions either sorted in ascending or descending order.

Resource Management

PRB1425189

Seismic Framework

PRB1439161

KB0861929

Refer to the listed KB article for details.

Service Catalog: Seismic

PRB1424794

KB0855821

The hours added to the variable change with the user time zone. If the user time zone is PST, then 7 hours are added, and if the user time zone is EST, then only 4 hours are added.

The issue is not observed when updating the RITM on the native platform.

1. Change the user timezone to 'US/Hawaii'.
2. Order the catalog item 'Access' by filling the variables with any value.
3. Navigate to 'Agent Workspace home' through the filter navigator.
4. Click the list icon and navigate to Request > Open item.
5. Open the newly created RITM and observe the variable values.
6. Make an update to the RITM and save the form.

Observe that the date/time variable value is added with 10 hours. If the record is saved again, it's going to add another 10 hours to the new time.

Service Catalog: Service Portal Widgets

PRB1418683

1. In Orlando, navigate to sc_category.LIST, and then to 'Create a new category'.
2. Associate this category to Service Catalog.
3. Create a catalog item within this category ('Test Catalog Item').
4. Navigate to /sp portal, and then to 'Request Something'.
5. Verify that you can see the category and the item.
6. Configure the form layout in the sc_cat_item record that you created earlier, and bring over the Hide in Service Portal checkbox field on the form.
7. Check that field to make it true ('hide_sp = true').
8. Navigate back to the /sp portal.

Expected behavior: You should no longer be able to see that category in the portal in Orlando.

Actual behavior: You see that category in the portal.

Service Catalog: Service Portal Widgets

PRB1420493

1. Add a variable on any catalog item with the type = 'Multiple choice'.
2. Add a question which is a mandatory field.
3. Add the first question choice with the text as 'Yes', the value as '1', and the order as '100'.
4. Add the second question choice with the text as 'No', the value as '2', and the order as '200'.
5. Save it.
6. Navigate to SP and try to select the multiple choice 'Yes' or 'No' that was created.
7. Try to move the mouse to the white space next to the choice label.
8. Select the multiple choice variable 'Yes' or 'No' from the white space.

Service Catalog

PRB1412848

Service Catalog

PRB1422034

Service Portal

PRB1430073

1. Log in to a Paris instance.
2. Navigate to and observe the 'Suggestions/Typeahead for ServicePortal' sys_script_fix record.

Expected behavior: The propertyGR variable should be updated.

Actual behavior: The GlideRecord variable being updated is 'gr'.

Software Asset Management Professional

PRB1382625

KB0818106

Refer to the listed KB article for details.

Software Asset Management Professional

PRB1412630

Software Asset Management Professional

PRB1414766

1. Log in to the instance with a G-Suite integration profile, with licensed and unlicensed users.
2. Compare the subscriptions that are pulled.

A significant number of profiles are without a subscription identifier.

Software Asset Management Professional

PRB1415591

1. Create an entitlement and make sure to insert values for the license_key field either by reconfiguring the form layout or inserting from the background script.
2. Run the fix script 'Create License key records'.

   Observe that one record is inserted to the samp_sw_license_key table.

3. Disable the BR 'Prevent duplicate key/entitlement' on the samp_sw_license_key table.
4. Run the fix script 'Create License key records' again.

Observe that the duplicate record is created.

Software Asset Management Professional

PRB1419399

Software Asset Management Professional

PRB1425004

1. Create a true/false column on cmdb_ci_hardware with default the value as false.
2. Update the com.snc.samp.exclude _device_flag property with the column name.
3. Create a CI and an install for the CI.
4. Update the new column value from false to true on the CI.
5. Update the install so that 'Build Primary Key' will run.

   Observe how the install is deactivated and the primary key and discovery model are not cleared.

6. Update the new column value from true to false on the CI.
7. Execute the 'SAM - Adjust installs for excluded CIs' job.

Observe that the install is not activated.

Usage Analytics

PRB1418783

Usage Analytics

PRB1425043

1. Take a London instance and upgrade it to Orlando and then to Paris.
2. Navigate to the sys_trigger table and select the 'Service Portal Persistor' job.
3. Verify the scheduled time of the job.

Expected behavior: The time should be 00:15:00 PST.

Actual behavior: The time is 10:45:00 PST.

Usage Analytics

PRB1426469

Usage Analytics

PRB1428740

1. Create an instance with a few nodes as 'specified'.
2. Send sample events on the nodes.

Notice that GCF staging does not have matching samples.

Virtual Agent Platform

PRB1411364

1. Install Virtual Agent and VA Web Client.
2. Install internationalization and any language plugin.
3. Log in to the instance.
4. Open the VA Web Client.
5. Click the support options and observe the options.
6. Change the language to anything other than English from the settings.
7. Refresh the VA Web Client.
8. Repeat step 5.

Expected behavior: The option should appear in the selected language.

Actual behavior: The options are appearing in English even after changing the language to something else.

Virtual Agent Platform

PRB1412326

KB0830741

1. Navigate to the Messaging Apps Integration.
2. Enable the Microsoft Teams integration.
3. Enable the Swedish language.
4. Test sending messages from ServiceNow to Teams in Swedish.

   Observe special characters are not displayed properly in teams.

5. Navigate to the system property glide.cs.async.http.post.enabled and set it to false.
6. Repeat Step 4.

Observe that special characters are displayed properly in Teams.

Virtual Agent Platform

PRB1413682

1. In a New York or Orlando instance, configure the chat setup for Global Fulfiller UI and ITSM Fulfiller UI to 'Connect Chat' and set the queue to 'Virtual Agent Support'.
2. In an incognito window, impersonate an agent.
3. In a normal window, access Virtual Agent from the web URL or the SP portal.
4. Initiate the conversation, and select any random topic to continue the conversation for a few seconds.
5. Choose the option Live Agent Support.
6. In the session with the agent, accept the chat.

   Observe that the whole chat transcript is present.

7. Wait a few seconds.

Notice that the scroll bar in the Connect Chat mini window gets shorter, and the first few lines of the chat transcript disappear.

Virtual Agent Platform

PRB1417784

Virtual Agent Platform

PRB1421870

1. Create a topic with the carousel input control.
2. Run the topic using any third-party client dependent on CAF.

Expected behavior: Users should be getting the style as carousel in rich_control to differentiate between picker and carousel.

Actual behavior: There is no field as style after the de-serialization of the default picker.