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    Home Paris Release Notes Paris release notes Learn about Paris Available patches and hotfixes Paris Patch 3

    Paris Patch 3

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    Paris Patch 3

    The Paris Patch 3 release contains important problem fixes.

    Paris Patch 3 was released on November 12, 2020.
    • Build date: 11-06-2020_1142
    • Build tag: glide-paris-06-24-2020__patch3-10-29-2020
    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 3 includes 157 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 3 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 3, refer to KB0863785.

    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

    Performance Analytics

    PRB1396133

    KB0827366

    Scheduled report condition script is evaluated incorrectly because glide classes, such as glide date/time family scripted classes, are not available in the sandbox Glide classes, such as glide date/time family scripted classes GlideDate, GlideTime, GlideDateTime, and GlideSchedule, are not available in the sandbox. In Orlando, GlideDate and GlideDateTime are not working as expected as a condition in a scheduled report. The same condition script works as expected in New York.

    Refer to the listed KB article for details.

    Templates

    PRB1435575

    KB0861624

    Templates are not applied on a field that is dependent on another dependent field in Paris
    1. In a Paris instance, navigate to the incident.do form.
    2. Create a choice field, SubSubcategory, that is dependent on the selected value of the base instance Subcategory field.
    3. Define appropriate sys_choice records for the SubSubcategory field that are dependent on values selectable for the Subcategory field.
    4. Test that it is functioning as expected for the SubSubcategory field in the incident.do form.
    5. Create a new template for the incident table that sets the Category, Subcategory and the new SubSubcategory fields.

    You will find that the SubSubcategory field does not populate when applying the template, even though when viewing the details of the template application, it suggests that it is.

    Guided App Creator

    PRB1405674

    KB0861106

    Duplicate inbox modules show up after creating a custom workspace
    1. Navigate to Studio.
    2. Create a new application, then add a workspace to that application using the Guided Application Creator.
    3. Make sure in the Design step for the workspace creation, choose/select the 'Inbox' module.
    4. Open the custom workspace and view the inbox module.

    Two inbox modules show up, which is not expected. The expected behavior is that only one inbox module should be displayed on the custom workspace. That inbox module will display an inbox that is shared with Agent Workspace. It is expected that Agent Workspace's inbox modules should be shared across workspaces (both custom workspaces and Agent Workspace).

    System Applications

    PRB1408992

    Applications with records in 'sys_hub_flow_ logic_ext_input' don't display correctly in Studio Applications with records in 'sys_hub_flow_logic _ext_input' don't display correctly in Studio. Studio gets stuck with the message 'Loading'.

    Virtual Agent Platform

    PRB1426481

    KB0862663

    The sys_cs_topic needs new text ts_configuration

    Refer to the listed KB article for details.

    All other fixes

    Problem Short description Description Steps to reproduce

    Activity Stream

    PRB1428930

    Activity header text is missing when activities (filtered) are removed from the form
    1. Navigate to the incident list.
    2. Open any incident record.
    3. Configure the form layout.
    4. Navigate to the 'Notes' section, remove 'Activities (filtered)', and save.
    5. Click the Activity Stream button on the context bar.

    Expected behavior: The user should be able to see activity header text.

    Actual behavior: Activity header text is missing.

    Advanced Work Assignment

    PRB1434737

    Interactions are slow to open from the Agent Workspace list view Also, clicking interactions is sometimes slow to open that interaction and the open interactions list shows the 'Closed Abandoned' and 'Closed Complete' state interactions.
    1. As an agent, open Agent Workspace.
    2. Open the list page and the interaction table.
    3. Click Open interactions.
    4. Click any interaction.

    Agent Chat

    PRB1420026

    The Compose SMS feature is not working in the data center
    1. Log in to the application and impersonate as any agent in any data center instance.
    2. Navigate to Agent Workspace and set the agent to available.
    3. Navigate to the list screen.
    4. Open an interactions list by clicking Assigned to me.
    5. Open any work in progress interaction of the Chat type and click Compose SMS.
    6. Select any phone number and enter the text to be sent.
    7. Click Send SMS.

    Observe that the user is getting an error while sending the SMS.

    Agent Workspace

    PRB1403291

    German umlaut characters are pasted as their HTML entity equivalents when the 'Copy to clipboard' link is used for the response templates in Agent Workspace When a response template includes German umlaut characters such as ä, ü, and ö (or French apostrophes like ê), and users try to use it in Agent Workspace, the copied HTML is transformed. For example, 'für' becomes 'für'. The issue does not occur when the user copies the text manually via Ctrl+C and then pastes into the comment field in Agent Workspace.

    Agent Workspace

    PRB1409789

    KB0854209

    Templates are not applied to fields on new records as expected Templates are not applied even if user passes the wildcard(*) write ACL.

    Refer to the listed KB article for details.

    Agent Workspace

    PRB1424981

    Text appears on a single line with a horizontal scroll bar This issue is occurring with Paris instances in a Firefox browser. RTE shows a horizontal scroll when a long source code is provided. Text with line breaks is also appearing in a single line.

    Agent Workspace

    PRB1428794

    Agent Workspace notification issue in Orlando In Agent Workspace, as an agent, when accepting the chat interaction and moving to any other tab, users see that the blue indicator on the accepted interaction gets randomly highlighted even if there is no new message from the end user.
    1. In Orlando, impersonate an agent.
    2. As the end user, initiate the chat.
    3. As the agent, accept the chat.
    4. After accepting the chat, navigate to the list and open any interaction.

    Notice that the accepted chat displays the blue line and sound even if there is no new message from the end user.

    Agent Workspace

    PRB1436749

    The text font styling of read-only string fields is light grey and hard to read
    1. Install Customer Service Management with demo data.
    2. Navigate to 'Case' on the platform.
    3. Open a case.
    4. Navigate to Configure > For Layouts > Add a String Field on workspace view.
    5. Configure it to display on the case form for workspace view.
    6. Make the field read-only (Configure, dictionary).
    7. Navigate to Agent Workspace.
    8. Open any case.

      Notice the newly added read-only field.

    9. Test the font styling.

    The font styling is too hard to read and it is light grey. The issue can be seen in Orlando and Paris.

    Agile Development

    PRB1422383

    Licensing definition to be updated for the analyst, planner, and worker roles user count The license definition should be updated for the analyst, planner, and worker role scripted definitions.

    Authentication

    PRB1430235

    Missing index on oauth_ credential (token(255)) A query is triggered that can be slow in highly concurrent environments.
    1. Log in to an instance that uses the method of authentication.
    2. Trigger a large number of transactions in a short amount of time.

    The database encounters a query which can be slow in highly concurrent environments.

    Authentication - SSO

    PRB1417450

    After the Orlando upgrade, authentication is failing if auto redirect IDP is set to true and the user record contains a SSO source with invalid sys_id After the Orlando upgrade, authentication is failing if auto redirect IDP is set to true and the user record contains a SSO source with valid or invalid sys_id. It doesn't matter even if it contains the sys_id of IDP which is set to auto redirect.

    Automated Test Framework

    PRB1394799

    KB0826366

    The 'Create a User' step fails when data policies are set on the sys_user table When certain data policies with mandatory fields are set on the sys_user table, the 'Create a User' step fails and it is unable to create the user.
    1. Navigate to System Policy > Rules > Data Policies and create a data policy.
    2. Specify the table to be 'sys_user' and submit.
    3. Create a data policy rule with any field (for example, employee_number).
    4. Set the following: 'Mandatory' is 'True' and 'Read-only' is 'Leave Alone'.
    5. Submit the data policy rule.
    6. Navigate to Automated Test Framework > Tests.
    7. Create a test.
    8. Add the test step 'Create a User'.
    9. Fill in the fields as follows: 'first name' is 'abel' and 'last name' 'tuter.

      Notice there is no place to set the mandatory field.

    10. Save the step.
    11. Run the test and navigate to the test result record.

    Notice the failure message 'Failed to create user "abel tuter"'. Also notice the errors in the test logs: 'Creating new user with UserID a7d4e2fa1bb3c0103f5599f6bc4bcb14: tuter, abelBackground message, type:error, message: Data Policy Exception: The following fields are mandatory: employee number'. It is not possible to set mandatory field values in the 'Create a User' step.

    Automated Test Framework

    PRB1434743

    KB0860847

    Certain events generated by a test (like text indexing) can cause the test to hang From Orlando, a new feature was introduced to record event processing into the rollback of the ATF test, so that after the test runs, actions performed by event processing are also reverted. If ATF generates more events, including text_index events, processing these events causes congestion to update the rollback context record. It eventually slows the ATF test execution and gets stuck. Users observe errors like 'Lock wait timeout exceeded; try restarting transaction'.

    Refer to the listed KB article for details.

    AWA: Dashboards

    PRB1430978

    AWA metrics should be accessible via the 'awa_channel_metrics' XMLstats include Support should be added for a new XML payload, which returns metrics that help monitor the AWA load. Also support should be added for entities like the background job, database tables, and rules to handle periodic data clean up.

    Benchmarks Application

    PRB1418958

    Error while running 'Copy historical scores from PA to Benchmarks' if the user opted-in the benchmark less than last month The issue is observed when the user opts-in the benchmarks and reviews the KPI, but would like to alter the definition on a few KPIs. After modifying the KPI definition, they run the Benchmark Historical collection job to collect instance scores for the last 6 months (183) days. The PA job completes successfully and Benchmark indicators show scores in Analytics Hub as expected for the last 6 months. However, the benchmark dashboard still shows 0 scores for the historic months.
    1. As a user, opt in the benchmarks (New York and above versions).
    2. Modify a few KPI definitions (for example, incident resolution fields) or any other indicator.
    3. Run the Benchmark Historical collection to collect scores for the modified KPI.
    4. Run the 'Copy historical scores from PA to Benchmarks' job.

    Notice that there are errors in the logs saying 'Benchmark scores are not uploaded for the month'.

    Benchmarks Application

    PRB1419330

    KB0853526

    The 'Copy historical scores from PA to Benchmarks table' job does not work if the system administrator time zone is not set to GMT The job should not be executed after going live with the Benchmark application. The historical collection and the copy job should be executed only when the KPIs are updated before going live, and need to update the Benchmark dashboard before the global scores are downloaded on the 11th of each month. After executing the 'Benchmark Historical Data Collection' collection job, it is necessary to run 'Copy historical scores from PA to Benchmarks table' to reflect the updated scores on the benchmark dashboard.

    Refer to the listed KB article for details.

    Change Management

    PRB1434087

    Issues when creating a standard change proposal to retire a template
    1. Impersonate any user with access to standard change proposals or an admin user.
    2. Click Standard Change, then My Proposals.
    3. Click New at the top of the list.
    4. Set the proposal type to be 'Retire existing template'.
    5. Complete all visible mandatory fields.
    6. Click Request Approval.
    7. Click OK in the alert window.

    Change Management

    PRB1439330

    To add a new change type, a user is required to override the base instance ChangeRequest StateHandler When users create a change created of the new type (expedited), the state model does not adhere to that defined in the 'ChangeRequestStateModel _expedited' script include. This applies to users that want to introduce their own types to change management.

    Cloud Provisioning and Governance (CMP)

    PRB1416721

    KB0858641

    Performance issue with the licensing definition

    Refer to the listed KB article for details.

    Cloud Provisioning and Governance (CMP)

    PRB1421338

    Only users with elevated privileges should be able to create the sn_cmp.enable_ blueprints property under system_properties

    Cloud Provisioning and Governance (CMP)

    PRB1428780

    The sn_itom_opt_lic. batch_insert_size property and its use needs to be removed from Optimization licensing The sn_itom_opt_lic. batch_insert_size property controls the cache for the Optimization plugin. By default its value is 1000, so until there are 1000 VMs, entries are not made in the counts table. This is a problem as the licensing jobs are on a daily basis. Even though the user might be using CPG/Cloud Insights, until their usage exceeds 1000, it will not report the same.
    1. Activate CMP.
    2. Provision about 10 VMs.
    3. Run the licensing job or wait for 24 hours for the job to run.
    4. Check the counts table itom_lu_ci_counts.

    Expected behavior: There should be 10 counts of server against optimization.

    Actual behavior: There are zero counts of server against optimization.

    Cloud Provisioning and Governance (CMP)

    PRB1436949

    CPG license counting ignores virtual desktops on VMware vCenter

    Condition Builder

    PRB1413717

    Unable to select the Tags field on both sides of a top level 'OR' condition in the new UI for reports
    1. Log in to a base Orlando, New York, or Madrid instance.
    2. Create a report on the change_request table.
    3. Make sure you are using the new report UI.
    4. Create the conditions as follows:
      • [Active] [is] [true] AND [Tags] [has] [Android]
      • Top level OR condition
      • [Active] [is] [false] AND [Tags] [has] [Android]

      Observe that you are unable to select Tags on both sides of the top level 'OR' condition.

    5. Switch to the Classic UI.
    6. Try to select Tags on both sides of the condition.

    Observe that you are able to select Tags.

    Condition Builder

    PRB1421577

    Filters with tags in Condition Builder v3 are showing the tags' ID value instead of their display value
    1. Assign a tag to a few incidents.
    2. Create a report from the report designer and expand the Condition Builder v3.
    3. Choose to filter by:
      • Field: Tags
      • Operator: have
      • Value field: [tagname]
    4. Save the report.
    5. Drill down on one record.
    6. Come back to the report.
    7. Expand the Condition Builder.

    Expected behavior: The filter field, operator, and value must be intact as mentioned in Step 3 above.

    Actual behavior: The filter field shows tags. The operator is shown blank. The value field shows the ID of the tag instead of its display value.

    Configuration Management Database (CMDB)

    PRB1421122

    Missing related item entry during the install Unable to view the relationship between business service, service offering, and application service in the platform dependency map. The correct entry in the ngbsm_related _item table is missing.
    1. Create a business service.
    2. Link it to an application service.
    3. View in the dependency map.

    Expected behavior: You should be able to see the link between business service, service offering, and application service.

    Actual behavior: You cannot see the link.

    Configuration Management Database (CMDB)

    PRB1421665

    The API CMDBData SourceUtil doesn't update the sys_choice _set, so changes are removed when the sys_choice_set is upgraded This is causing issues for integrations by removing the discovery_source choices on an upgrade.

    Configuration Management Database (CMDB)

    PRB1429051

    KB0860612

    The script include 'AddRelationshipAjax' is missing 'this' upon function call (line 338) When users upgrade to Paris, they see that the legacy CI Relationship formatter is not working and no relationship can be created.

    Refer to the listed KB article for details.

    Connect Chat

    PRB1257676

    KB0692728

    An agent can select 'Accept' more than once on a single chat queue entry, resulting in the error message 'The queue is currently empty' A Connect Support agent is able to double or otherwise multi-click the Accept button on a queue, which results in the following error message appearing on screen: 'The queue is currently empty'. Agents notice an entry in their support queue, and multiple clicks are registered when they try to select Accept.

    Refer to the listed KB article for details.

    Connect Chat

    PRB1421921

    KB0855308

    The newly followed item in the Connect Chat panel does not load The newly followed item in the Connect Chat panel does not load until the user scrolls down and back up again. In the table, when a user follows an incident, a record is getting created in the live_group _member table. But the last_ message_timestampI and last_viewed fields are empty. This issue occurs if there are more than 25 records with the last_message_ timestampI and last_viewed fields empty.
    1. Log in to the instance.
    2. Impersonate any user who as the itil role
    3. If the Connect Chat side bar does not load, click it to show all conversations.
    4. Open the incidents list and open an individual incident.
    5. Follow that incident.
    6. Repeat step 5 for more than 25 Incidents, and do not click Notifications.

      Notice the top conversations in the list.

    7. Scroll down and back up.

      Notice that a new conversation appears.

    8. Open a new incident and follow it.

      Notice that it also gets added as a conversation.

    9. End the impersonation and start it again.

    Notice that the conversation does not load at the top of the list.

    Connect Chat

    PRB1428820

    The agent is able to send a message to the end user even after the conversation ends The agent is able to send a message to the end user after the chat ends because of the inactivity timeout (connect.support.idle. count_down).
    1. Make sure that the following system properties are defined in your instance: connect.support.idle.count_down: 60 seconds and connect.support.idle.delay: 120 seconds.
    2. Log in to the platform as an agent in one browser.
    3. Log in as a user to the platform in incognito mode.
    4. Navigate to the Service Portal as the end user and click the chat button located at the bottom-right corner to initiate a chat.
    5. Choose 'Live Agent Support' to connect to a live agent.

      You should receive an incoming chat request as an agent in the other browser, and accept that.

    6. Do not type anything from either browser and wait for the idle duration to expire.

      You should receive the 'The conversation is timing out, are you still there?' reminder message.

    7. Do not type anything and continue to wait.

      You should receive the 'It seems you have left the conversation.' message when the time is out.

    8. Navigate to the chat agent side and see that the message text field is still enabled.
    9. Type a message and send it.

    Expected behavior: The messages sent after the chat ends should not be seen by the end user.

    Actual behavior: The messages sent after the chat ends by the chat agent can be seen by the end user.

    Contextual Search

    PRB1409754

    The Fulfillment instructions and Comments and Work Notes tab lists are missing an accessible label The tab list containing these two tabs (and Resolution, when visible) is missing a label. Adding a label indicates to the screen reader user what kind of content lies in this tab list.
    1. Start VoiceOver.
    2. Open any existing HR case.
    3. Navigate to the tab list containing 'Fulfillment Instructions'.

    Notice that there is no label for the tab list, just for the specific tabs in the list.

    Core Platform

    PRB1406753

    Uploading images of mismatched types prevents thumbnail generation
    1. Navigate to sys_properties.
    2. Set glide.security.file.mime_type.validation to false.
    3. Get a PNG larger than 2000x2000 pixels.
    4. Change the file extension of '.PNG' to '.JPG'.
    5. Open any incident.
    6. Upload the image to the incident.
    7. Attempt to open the image from the work notes in the incident.

      This attempts to generate the thumbnail, but it does not show the image in the work notes.

    8. Navigate to sys_attachment.list.

    Expected behavior: The thumbnail for this image is generated and has the content type image/png.

    Actual behavior: The thumbnail for this image is not generated.

    Dashboards and Home Pages

    PRB1414717

    The HR Dashboards & Reports dialog icon pop-up dialog box is not keyboard accessible The user should be able to navigate into the dialog when enabling it using the keyboard. Keyboard users and VoiceOver users have to navigate through all of the elements of the interface to reach the content of the non-modal dialog that opens.
    1. Install the Human Resources: Core plugin (com.sn_hr_core).
    2. Navigate to HR Dashboard and Reports > Reports.
    3. Enable VoiceOver (cmd+fn+F5).
    4. On the reports, hover over to the SVG image (type column) and wait few seconds for the pop-up to appear.

    Expected behavior: The pop-up should be accessed using the keyboard and VoiceOver should pronounce its content.

    Actual behavior: VoiceOver is moved from the image to the title instead of going to the dialog container.

    Dashboards and Home Pages

    PRB1415064

    'HR Case Dashboard' semantically qualifies as a heading The 'HR Case Dashboard' element is incorrectly exposed as a read-only text input. Also, the element is perceived as clickable, probably due to an event listener attached to it. However, the element semantically qualifies as a heading.


    1. Open the instance in a Safari browser.
    2. Enable VoiceOver.
    3. Navigate to the HR Case Dashboard panel

    Notice that VoiceOver is announcing 'HR Case Dashboard' as a text field and clickable.

    Dashboards and Home Pages

    PRB1415087

    HR Case Dashboard headings are not used in a logical and sequential order The headings in the HR Case Dashboard panel are not in a logical, sequential order and there are skipped heading levels. For example, it goes from heading level 2 to heading level 5.
    1. Use the Safari browser and enable VoiceOver.
    2. Log in to the instance.
    3. Navigate to HR Case Dashboard (control+option+right arrow key) and trigger it.
    4. Navigate to the HR Case Dashboard panel (control+option+right arrow key).
    5. Enable the web rotor (control+option+u)

.

    Notice that the heading structure is incorrect.

    Dev At Scale

    PRB1436498

    An incorrect sys_id in sys_ user_preference for the default update set record for a scoped app causes the update set picker to be non-functional for this scope
    1. Create a scoped application.
    2. Find the sys_user_preference record with the name 'updateSetForScope[app id]' for the admin user.
    3. Change the value of that preference to the sys_id of the 'Default [Global]' update set, and save.
    4. Switch to the 'Global' app then back to the scoped app in the application picker.

    Expected behavior: When switching back to the scoped app, the update set should have also been updated to the app's default update set, and other update sets for the application should be selectable.

    Actual behavior: The update set stays selected as the Default [Global] update set, and no other update sets are selectable.

    Discovery

    PRB1423113

    SNMP probes getting hung due to SNMP4J timeout value being set as 0 (indefinite)

    Discovery

    PRB1424524

    VMware Cloud Provisioning creates the Parent "Block Endpoint" with Type "Implement End Point To::Implement End Point From" and Child "Storage Volume"> relationship while the flow of the relationship should be vice versa When provisioning a VMware virtual machine using blueprint or a VMware Terraform Cloud template in an instance with the Cloud Management plugin activated, the provisioning request creates the following relationship between the block endpoint configuration item and the storage volume: Parent "Block Endpoint" with Type "Implement End Point To::Implement End Point From" and Child "Storage Volume". But the VMware discovery creates another relationship between the same block endpoint configuration item and the storage volume in the opposite direction: Parent "Storage Volume" with Type "Implement End Point To::Implement End Point From" and Child "Block Endpoint".

    Discovery

    PRB1433566

    Azure Management group discovery does not trigger any patterns probe
    1. Log in to the instance.
    2. Install LP patterns.
    3. Run the CAPI to Pattern migration.
    4. Create the appropriate Azure credential (azure_service_principal) and Azure Service Account (cmdb_ci_cloud_service_account) and save it.
    5. In the service account record, click Discover Subscriptions.

    Observe that no probes are launched.

    Discovery

    PRB1434815

    MID Server JRE downgrade support from JRE 11 to JRE 11.0.8 when the MID Server is downgraded

    Discovery

    PRB1435949

    Change access for script includes so scoped apps can use them Need to change access for the JSUtil, GlideRecordUtil, and DiscoveryFunctions script includes.

    Edge Encryption

    PRB1409481

    Mass attachments decryption fails with 'java.lang.Illegal ArgumentException: Encryption token [token] exceeds max length of 253'

    Encryption/Cryptography

    PRB1411066

    Sharing the cache across domains prevents the user from gaining access to encrypted fields
    1. As a user with elevated privileges, install the com.glide.domain.msp_extensions.installer, com.glide.kmf.global, and com.glide.encryption plugins.
    2. Install demo data on the domain plugin and set the KMF property to opt_in.
    3. Create a role and assign it to a new user (the user should be under the ACME domain) along with the incident_manager role.
    4. Create an encryption module, and use the module to create an encryption field configuration.
    5. Create a module access policy with the module and role created above.
    6. Log in as the user created above and create an incident record.
    7. Clear the cache.

    Expected behavior: The user should still have access to the short_description column.

    Actual behavior: The user does not have access to the short_description column.

    Event Management

    PRB1395847

    Null pointer exception during the execution of the 'Service Analytics group alerts using RCA/Alert Aggregation' job During the execution of the 'Service Analytics group alerts using RCA/Alert Aggregation' job, there is a null pointer exception which is caused by broken relations in the CMDB:parent or when the child is null. This happens when the relation is of an application service and the child or parent of an endpoint is missing in cmdb_rel_ci (broken data).

    Event Management

    PRB1397977

    KB0831926

    The plugin com.em-mobile generates 'Skipping because file already exists with a different scope' errors When checking localhost logs on the application node that performed the upgrade, certain file names are showing errors that contain 'Skipping because file already exists with a different scope'.

    Refer to the listed KB article for details.

    Event Management

    PRB1425150

    Mouse hovering on multiple graphs inside Insights Explorer shows unsorted results
    1. Create multiple metrics data.
    2. Drag them.
    3. Hover over the points with the mouse.

    Notice that the results are not sorted.

    Event Management

    PRB1427753

    Y-axis is not showing units in the case of a single metric chart

    Event Management

    PRB1428713

    Remove the heartbeat and increase the default 'keep alive' interval to one minute When 2000 agents are connected, a short 'keep alive' interval and a short heartbeat timeout and interval values cause the MID to respond slowly to incoming requests.

    Event Management

    PRB1430987

    The policy export script is not clearing the parent field from sn_agent_asset when exporting the record as expected For export policy, the parent field is still populated in the record exported to an update set.

    Event Management

    PRB1432441

    Instances with Operational Intelligence can handle a maximum of 8K agents and 1M metrics per minute
    1. Start up Operational Intelligence.
    2. Notice the one MID connected to the simulator with 2K agents, 200 metrics per agents, and reporting every minute.

    Observe the high CPU and gaps in metrics.

    Event Management

    PRB1433266

    KB0861167

    Memory issues on busy instances related to the 'Service Analytics RCA for Change Requests' job

    Refer to the listed KB article for details.

    Event Management

    PRB1436536

    KB0862425

    'Org.mozilla.javascript. EcmaError: undefined is not a function' warnings from the scheduled job 'Service Analytics RCA for Change Requests' This scheduled job should not be loaded into the instance until the Event Management plugin is installed. In this case, it was installed with the Event Management & Service Mapping core plugin (which has no EM plugin installed), leading to multiple warnings in the system logs.

    Refer to the listed KB article for details.

    Event Management

    PRB1442388

    KB0863685

    The MID Server's web server extension that is set to use a certificate may fail to start after upgrading to Paris An upgrade caused the usage of a deprecated SSL package, which breaks the usage of certificate chains on the MID web server.
    1. Create a keystore with an entry containing a server certificate chain.
    2. Import that keystore to the [mid_installation directory]/keystore as webserver_keystore.jceks
    3. Create a MID web server using the above keystore to establish a secure connection.
    4. Start the extension.

    Observe the following error: 'java.lang.IllegalStateException: KeyStores with multiple certificates are not supported on the base class'.

    Flow Designer

    PRB1410951

    KB0860661

    Race condition with MID reading and instance writing process plan can result in the 'unable to deserialize process plan from JSON' error and stalled flow A flow with a group approval followed by actions that require MID may occasionally hit a race condition which causes the flow to stall with the error 'unable to deserialize process plan from JSON' in the stack trace.
    1. Create a flow with a group approval with multiple members followed by an action that requires MID.
    2. Ensure that the serialized process plan spans multiple sys_json_chunk rows by adding steps with large inputs.
    3. Execute the flow and approve all the approvals simultaneously.

    Notice that the race condition occurs where the MID reads a partial JSON document for the plan.

    Flow Designer

    PRB1414833

    In Flow Designer, the Lookup record action with dynamic variables for date fields in conditions is not working in Paris
    1. Create an incident record.
    2. Access Flow Designer and create a Lookup record action for the incident table with the condition to select records created on 'Today' or 'This Year'.
    3. Run the action and review the result.

    Expected behavior: At least one record that was created in Step 1 should be returned.

    Actual behavior: It shows 0 records.

    Flow Designer

    PRB1418230

    A dynamic flow with a subflow is not generating outputs in 'Get Flow Outputs' and is waiting for completion

    Flow Designer

    PRB1419217

    KB0855554

    Array.Object is not usable as a flow or subflow output in a script When users have an output of a flow or subflow of type Array.Object, its output appears unusable when the flow is executed from a script. It appears the conversion of the array of objects into a simple JSON structure is failing.
    1. Create a subflow with an array.object output.
    2. Manually add two objects inside the array object.
    3. Call the subflow from the script.
    4. Inspect the output.

    Flow Designer

    PRB1420648

    KB0862452

    Missing index on sys_flow_context. execution_id - slow flow.fire events processing by the Flow Engine Event Handler Missing index on sys_flow_ context.execution_id causes performance problems as the number of flow contexts grow.
    1. Start with a London instance.
    2. Define a flow and execute it several times to ensure that there are multiple rows in the sys_flow_context table.
    3. Upgrade the instance from London to Madrid.
    4. Look at the indexes present on sys_flow_context.

      Observe that there is no index on execution_id.

    The unique index could not be created due to the existing rows in sys_flow_context. The issue does not occur on an instance with 0 or 1 row in sys_flow_context.

    Flow Designer

    PRB1423216

    Output of different type integer, JSON, choice, or true/false is not working in 'Assign subflow' outputs in the subflow
    1. Create a subflow.
    2. Create an output of type JSON.
    3. Add the flow logic 'Assign Subflow Outputs'.
    4. Try to add the JSON: {"name":"Name", age: 25}.
    5. Click Done for the flow logic.
    6. Reopen the flow logic.

    Notice that the value disappears.

    Flow Designer

    PRB1424373

    Record watchers persist if the flow cancellation occurs with a serialization error
    1. Create a flow with a 'Wait for' condition.
    2. Execute the flow.
    3. Navigate to sys_json_chunk and delete or corrupt the data field for this flow.
    4. Cancel the flow.

    An exception occurs and it is expected. However, the record watchers are not cleaned up.

    Flow Designer

    PRB1433769

    If a flow has roles and the subflow doesn't have roles, cached ACL evaluations may be incorrectly used in the subflow
    1. Impersonate Abel Tuter.
    2. Create a record in u_trigger_table_rwr with u_short_description=Flow_runwithR1_inlinesub.

      Notice that the flow 'Flow_runwithR1_inlinesub' runs, but in the subflow 'SubflowSub_runasuser_t1' the 'for each' iterates over 3 records when Abel Tuter doesn't have access to those records.

    Expected behavior: The subflow runs as though the user without roles should have 0 records accessible.

    Actual behavior: The subflow runs as though the user without roles has 3 records accessible.

    Forms and Fields

    PRB1429245

    Reference fields containing the name 'package' do not open the reference list The reference lookup opens a blank window in Pairs when the reference field name and the reference table name are the same.

    Guided Tours

    PRB1415949

    The tour does not appear in the tour menu if the portal or page title contains the ampersand '&' Guided tours do not show up in the tour menu in Service Portal if the portal title or the page title contains an ampersand '&'. The issue is reproducible in Orlando and New York.
    1. Create a simple guided tour with a start and a conclusion for the SP portal and index page.

      Notice this shows in the tour menu on the Service Portal homepage.

    2. Create a duplicate portal of SP, for example, 's_p', and title it 'Service & Portal'.
    3. Create a duplicate page of index, for example, 't_index', and title it 'S&P index'.
    4. Change the original tour to point at either of the newly created portals or pages above.

      Notice that it will not display in the tour menu as expected.

    5. Change the title to remove the '&' and replace it with 'n'.

    Notice that the tour displays in the menu as expected.

    Guided Tours

    PRB1429082

    KB0859475

    Users with the guided_tour_admin role are not able to edit custom guided tour records

    Refer to the listed KB article for details.

    Human Resources Service Management

    PRB1409447

    For 'HR Create Case', an invalid submission error is not announced When creating cases, if users submit without entering the required fields, an error is returned. However, this error is not announced to screen reader users.
    1. Start VoiceOver.
    2. Open a new HR case in Platform.
    3. Submit it without entering a required field (for example, HR Service).

    Notice that the submission fails with an error displayed. However, the error is not announced by VoiceOver.

    Human Resources Service Management

    PRB1414682

    The 'Generate HR Profiles Module' navigation does not have an accessible name The navigation landmark does not have an accessible name. There are multiple <nav> landmark roles within the Generate HR Profiles page. 
When repeated landmarks roles are used within the same page, they should be labeled so screen reader users can differentiate them.
    1. Install the Human Resources: Core (sn_hr_core) plugin.
    2. Enable VoiceOver (cmd+Fn+F5)

.
    3. Navigate to 'Generate HR Profiles' (control+option+right)

.
    4. Navigate to the navigation bar on 'Generate HR Profiles' (control+option+right)

.

    Expected behavior: The aria-label='Generate HR Profiles' is defined.

    Actual behavior: Notice that the navigation bar does not have an accessible name (aria-label not defined).

    Human Resources Service Management

    PRB1414720

    For the HR Case homepage, tables are used for layout of widget headers On the HR Case dashboard, tables are used for the layout. Screen readers treat layout tables and data tables differently. For layout tables, they read the content of table based on the source code order. 

    1. Install the Human Resources: Core Plugin (com.sn_hr_core).
    2. Navigate to the HR Case dashboard.
    3. Inspect the reports on the dashboard (for example, single scores, pie, or list reports).

    Notice that the tables are used for layout.

    Human Resources Service Management

    PRB1414875

    The HR Case Dashboard navigation does not have an accessible name in the navigation landmark There are multiple <nav> landmark roles within the HR Case Dashboard page. 
When repeated landmarks' roles are used within the same page, they should be labeled so screen reader users can differentiate them.
    1. Install the Human Resources: Core plugin (com.sn_hr_core).
    2. Enable VoiceOver (cmd + F5).
    3. Navigate to HR Case Dashboard (Control + Option + right arrow key) and trigger it.
    4. Navigate to the HR Case Dashboard panel (control+option+right arrow key)

.
    5. Open the web rotor (control + option + U)

.
    6. Navigate to the landmark section using the arrow keys.

    7. Select Navigation under the landmarks section
.

    Notice that the navigation landmarks are not uniquely labeled.

    Human Resources Service Management

    PRB1414878

    The HR Case Dashboard Homepage Settings button does not have an accessible name The Homepage Settings button on the HR Case Dashboard page, does not have an accessible name. VoiceOver users might not understand what action this button performs. Also, when the button is pressed, it opens an empty dialog.
    1. Install the Human Resources: Core plugin.
    2. Enable VoiceOver (cmd+F5).
    3. Navigate to the HR Case Dashboard panel.
    4. Navigate to the Homepage Settings button

.
    5. Press the Homepage button (using the mouse, keyboard, or VoiceOver)

.

    Notice that the Homepage Settings button does not have an accessible name button using the mouse, keyboard, or VoiceOver
. Also notice that the Homepage Settings button does not have an accessible name.

    Human Resources Service Management

    PRB1415738

    When creating a case in HR Case Management, VoiceOver announces a random number for 'Search for employee or case number' When users select Create New Case in HR Case Management, the case creation panel is opened.

 Currently, the VoiceOver is announcing a random number before navigating to the Search for an employee or case number field.
    1. Open the Safari browser.
    2. Log in to the instance.
    3. Select HR Case Management.
    4. Under HR Case Management, select HR Create New Case.
    5. Navigate to the case creation panel.
    6. Select the Search for Employee name or Case Number button

.
    7. In the pop-up opens, enter a name in the search field.
    8. Select the employee from the list that appears.

      The details of that employee are displayed in the case creation panel.

    9. Enable VoiceOver (Cmd + F5)
.
    10. Open the web rotor (Control + Option + U)

.
    11. Navigate to the Form Controls section using the arrow keys.


    12. Under Form Control, select the random number.

    Notice that VoiceOver is announcing a random number for 'Search for employee or case number'.

    Human Resources Service Management

    PRB1416240

    The Create New Case - 'COE' and 'Search for Employee' elements semantically qualify as a button
    1. Open a Safari browser and enable VoiceOver.
    2. Open the instance.
    3. Select HR Case Management.
    4. Under HR Case Management, select HR Create New Case.
    5. Navigate to the Case Creation panel
.
    6. Select the employee in the Search for Employee field.

    Notice that the VoiceOver first announces it as combo box and, after further navigating, it announces as a link.


 After selecting the user, there are similar fields for the 'Search for Employee' link on the create case page: COE, HR Service, Opened For, and Subject Person.

    Human Resources Service Management

    PRB1426329

    Two ml_solutions are active at the same time after an upgrade for the NLU model
    1. Log in to an Orlando instance.
    2. Publish the base instance HR NLU model.
    3. Upgrade the instance.

    Notice that two ml_solutions are active at the same time after the upgrade for the NLU model.

    Incident Communications Management

    PRB1436141

    Missing fields for the REST API of Task Communication Management to support external integration For the REST API of Task Communication Management, three fields are needed to support external integrations: sys_updated_on (comm task), due_in (comm task), and comm_plan_type (comm_plan).

    Incident Management

    PRB1420841

    Duplicate entry 'incident-assignment_group' for key 'name' There is a duplicate entry 'incident-assignment_group' for key 'name' related to java.sql.BatchUpdate Exception: (conn=185143).

    Instance Data Replication feature

    PRB1430443

    Map adapter has an extra { and } when persisting in DB
    1. Create a consumer set on a table that has journal field (for example, incident).
    2. Enable transformation.
    3. Choose the same table as the target.
    4. Change the default transformation to make sure that there is exactly one journal field map to the same or different journal field (for example, worknote to worknote).
    5. Activate the consumer.
    6. From the producer, fill values for a new record and complete a value for the journal field (for example, worknote).
    7. Click Insert.

    Notice that on the consumer, you are not getting the value for journal field. However, updates on journal fields are replicating to the consumer.

    Instance Security Center

    PRB1431529

    The glide.http.cache _control property is not configured from the UI
    1. Navigate to and select Security Best Practices.
    2. Try configuring the glide.http.cache_control property.

    Expected behavior: It should get configured after adding the private value in the text box and clicking the Activate button.

    Actual behavior: It does not become compliant after adding the private value in the text box and clicking Activate.

    Knowledge Management

    PRB1420682

    Clicking the Create Article Draft button on the translation page in Agent Workspace directs users to an old article The Create Article Draft button is showing the newly created draft article. The expected behavior is that the current window should close and the new draft article should open. However, the current article is closing but the new draft article is not opening.
    1. Log in to the instance as admin.
    2. Install Knowledge Advanced and any language pack.
    3. Enable the Translation Management feature.
    4. Navigate to the instance or workspace.
    5. Open any published article under 'All Articles'.
    6. Click Translate.
    7. Click Draft Article.

    Notice that the user is not sent to the draft version of the article created.

    Knowledge Management

    PRB1422470

    Knowledge article content widget throws an error from the /esc portal If an article has a checked-out draft version, the knowledge article content widget throws an error in the /esc portal.
    1. Ensure that article versioning and the ESC portal are installed.
    2. Find an existing published article appearing in /esc.
    3. Open the 'Knowledge article content' widget and ensure that 'Show Version Information' and 'Redirect to the latest article' are set to false.
    4. Check out the article and leave it in the draft state.
    5. In /esc, try to open the article again.

    Error messages are thrown from the 'Knowledge article content' widget and the article does not load.

    Knowledge Management

    PRB1430628

    KB0860916

    Knowledge Word Office Manifest fails validation with an error Generated Manifest fails upon validation in Office 365 with the error 'Manifest file validation has failed. 19f2430b-0ab6-4378-ac5a-1bad9ab43b61'.
    1. Install the plugin Knowledge Management - Add-in for Microsoft Word.
    2. After the install, navigate to ServiceNow Add-Ins for Office > Office Add-In-Manifests.
    3. Click ServiceNow for CSM.
    4. Click Download Manifest.

    The Manifest fails upon validation in Office 365.

    Live Feed

    PRB1428830

    Non-image attachments are not posted on the live feed
    1. Navigate to the live feed.
    2. Add a non-image attachment (for example, a Word file, text, PDF, or XML).
    3. Add a message.
    4. Click the Post button.

    Expected behavior: The non-image attachments should be posted successfully on the live feed.

    Actual behavior: The non-image attachments are not posted on the live feed.

    MID Server

    PRB1430531

    KB0861014

    Debug messages for HTTPClient.register OtherProtocols() are spamming the MID Server log when debug logging is not turned on Debug messages for HTTPClient. registerOtherProtocols() are spamming the MID Server agent log, even though the MID Server debug log level is the default 'info'. This issue does not appear to affect functionality, but makes the logs less readable and causes quicker rotation and loss of older logs.

    Refer to the listed KB article for details.

    Mobile Studio (non-classic)

    PRB1436560

    The NPE error is thrown on endpoints '/now/sg/studio /screens/all' and '/screens/ simpleListScreen/all'

    On-call Scheduling

    PRB1436385

    Scope issue with the GlideDateTime object in the method getOnCallEscalation Shift When calling the method getOnCallEscalationShift defined in the script include OCEscalationPathUtilSNC from the sn_tcm_collab_hook scope, users receive an error.

    Patterns

    PRB1415804

    Missing GovCloud support for a significant number of AWS patterns Some AWS patterns have hard-coded API URLs and thus don't have support for AWS GovCloud.

    Patterns

    PRB1429827

    Add government support for Azure LP discovery Add government support to the Azure large payload discovery.
    1. Configure Azure credentials and a service account for a government account.
    2. Configure a cloud discovery schedule and run discovery.

    Expected behavior: Patterns are successfully authenticated and discovery patterns discover the configured resources for both government and standard accounts.

    Actual behavior: Discovery fails as it cannot get authenticated.

    Patterns

    PRB1429884

    The pattern 'Oracle DB on UNIX' cannot find the tnsnames.ora file if the file is not located under the default directory on Solaris This causes missing data and incorrect assigned attributes. In the identification section 'Identification for Oracle DB entry point type(s) - no instance' part of the pattern 'Oracle DB on UNIX', there is not a failover mechanism to parse the Oracle configuration file tnsnames.ora if the file is not located under the default directory. This can result in missing connection parameters for exiting different SQL queries, and assigning incorrect values for mandatory attributes such as TCP port and service name.
    1. Run discovery on a Solaris server with Oracle DB running.
    2. In 'Oracle DB On UNIX', in the identification section 'Identification for Oracle DB entry point type(s) - no instance on solaris', observe the step 'Parse tnsnames.ora'.

    The connect identifiers such as port, service name, and host name are not parsed in all of the cases if the file is not located under the default directory. The temporary table connect_sql has not been populated with the desired results, causing different failures among the pattern and the corresponding extension sections.

    Patterns

    PRB1436410

    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.

    Notice that processes are using high CPU and may run for a long time.

    Patterns

    PRB1436659

    KB0861828

    The baseboard serial number is populated on the serial number record instead of the BIOS serial number for Windows servers when using the Windows - OS Servers pattern for discovery By default, the base instance Windows OS - Servers pattern and Windows OS - Desktops returns the baseboard serial number. But sometimes, the user might want to use the BIOS serial number for the CI instead.

    Run discovery on a Windows server using patterns.

    The main CIs serial number field has the baseboard serial used, instead of the BIOS serial number, which is incompatible with what other plugins that populate the CMDB are doing, such as SCCM.

    Performance Analytics

    PRB1336865

    KB0780147

    Extended fields are not available to dot-walk in the reporting slushbucket

    Refer to the listed KB article for details.

    Performance Analytics

    PRB1414255

    In the HR - Reports module, '?' is shown in the VoiceOver caption panel of reports UTF characters '?' are shown as part of the accessible name in the VoiceOver caption panel.


    1. Navigate to HR Dashboard and Reports > Reports.
    2. Enable VoiceOver.
    3. Open the web rotor (control+option+u) and make sure it is on the table in the body of the page.

      Observe the '?' characters preceding the report names.

    4. Press the right arrow twice to show the controls list.

      Observe the '?' characters preceding the Favorite link in the header, and on each table row.

    5. Use the down arrow to navigate to the bottom of the list.

      Observe that the '?' characters in the First, Previous, Next, and Last page links.

    Expected behavior: UTF characters (?) are not shown to VoiceOver users to avoid confusion.

    Actual behavior: Notice that UTF characters (?) are shown on the entire page.

    Performance Analytics

    PRB1423788

    Returning the incorrect MIME type for the '/angular.do?sysparm_t ype=pa_messages' API call and the browser is blocking the requests
    1. Log in as admin and set the sys_property glide.security.header.auto_set_x_content_type_options value to true.
    2. Navigate to 'http://[instance_name]/$pa_breakdown_wizard.do'.
    3. In the developer tools, navigate to Network > All.
    4. Expand the row that is the instance URL.
    5. Click $pa_breakdown_wizard.do.
    6. Under the Headers tab on the right pane, find 'Response Headers'.

    Expected behavior: Verify that 'X-Content-Type-Options: nosniff' exists under 'Response Headers'. Verify that on the console, there is no error message 'Refused to execute script from..... because its MIME type is not executable'.

    Actual behavior: Labels and messages on the page are not resolved. If you open the browser console, you see the following error: 'Refused to execute script from..... because its MIME type is not executable'.

    Persistence

    PRB1336952

    Child tables can be created without adding sys_class_name, and these child tables can be deleted, which deletes all the records in the parent table too The sys_class_name field is a vital field for TPC hierarchies to function correctly. If you check the 'extensible' checkbox on a table, it automatically creates the sys_class_name field. However, if you do not commit this change to other instances but proceed to commit child tables to other instances, this results in TPC hierarchies that don't have sys_class_name. This configuration is corrupt and can result in a variety of data loss scenarios.

    Persistence

    PRB1391374

    Changing sc_item_ option.value from 'varchar2 4000' to 'CLOB' can cause performance issues on Oracle instances when accessing reference type variables
    1. On an Oracle instance, create a report on sc_req_item.
    2. Select a variable to the selected column list (for example, 'Password Rest.Whose password needs to be reset?' which is a reference type variable in the sys_user table).
    3. Run the report.

      Notice the query for the 'join' condition between the sc_item_option.value and sys_user.sys_id.

    4. Alter the table to change sc_item_option.value to the 'CLOB' type.
    5. Run the report again.

    Notice that the query uses dbms_lob.compare() to compare the value. This cannot be optimized with the index and causes performance issues with the large data set.

    Platform Runtime

    PRB1438986

    Unable to change the cache-control value to no-store when users set up the header for all the pages in the platform
    1. Invoke any page in the platform (for example, open an incident record, form view) while Chrome Dev Tools is open in a Chrome browser.
    2. Highlight the request incident.do and notice the response headers.
    3. Highlight AJAX/REST or Angular requests that happen asynchronously.

    Expected behavior: It should provide a way to use modern value cache-control: no-store.

    Actual behavior: Notice that the value is cache-control: no-cache,no-store,must-revalidate,max-age=-1.

    Process Automation Designer

    PRB1426409

    Horizontal scroll bar is missing in the config activity modal
    1. Create a process.
    2. Add a lane and show a list of records activity.
    3. Click the config activity in the config panel.
    4. In the modal under the Inputs section, select Table and set 'Active is true'.

    Notice that the 'AND', 'OR', 'X' buttons are not visible and there's no horizontal scroll bar.

    Process Automation Designer

    PRB1430651

    'Create Record' errors out in a process
    1. Create a process with 'Create Record Activity'.
    2. Run the process.

    'Create Record' is in the error state in today's executions, and the process is still completing successfully.

    Process Automation Designer

    PRB1434135

    Change the 'Getting Started' URL under 'Process Automation' in the left-side nav to use the Context Doc URL API
    1. Navigate to Process Automation > Getting Started.

      Notice that the URL is hard-coded.

    2. Click the Getting Started module.

    Notice that the link redirects to a list of documentation topics on docs.servicenow.com.

    Process Mining

    PRB1437550

    The navigation from Performance Analytics to Process Optimization takes up to 3 hours for each breakdown for 9k records The performance issue is worse if users include 'Assigned to', as there could be many agents in a contact center.

    Project Management

    PRB1435432

    The 'Replace User' functionality is not working on the Resource Allocation Workbench Unable to perform the 'Replace User' functionality on the Resource Allocation Workbench after upgrading to Paris.

    Project Portfolio Management

    PRB1437171

    The track page timeline view loads indefinitely in a Paris instance
    1. Create scenarios with one confirmed plan.
    2. Click the Track tab.

    Observe that the timeline view doesn't load, and the loading mask revolves indefinitely.

    Reporting

    PRB1410437

    Grouping by fields of the type 'Other Date' (internal_type=date) presents no records

    Reporting

    PRB1414707

    The HR Reports tab list does not have an accessible name On the Reports page, when the user navigates to the entire tab 'My reports.Group, Global, All', VoiceOver is not announcing it as a tab group.


    1. Install the Human Resources: Core plugin.
    2. Navigate to HR Dashboard and Reports > Reports.
    3. Enable Voiceover (cmd+fn+F5).

    Expected behavior: An accessible name should be provided for the tab list 'My reports.Group, Global, All' before announcing each tab.

    Actual behavior: When VoiceOver moves from the navigation header 'Reports' to 'My reports.Group, Global, All', it is not announcing that it entered the tab list.

    Reporting

    PRB1414975

    The Reports homepage Blank/Empty column header does not have an accessible name VoiceOver states the column header as blank in the report homepage on a Safari browser.

    Reporting

    PRB1421137

    VoiceOver returns only the value on single score reports
    1. Install the Human Resource: Core Plugin (com.sn_hr_core).
    2. Navigate to HR Case Dashboard.
    3. Enable VoiceOver.
    4. Use VoiceOver on Open/Assigned Case, High Priority Cases, or SLA Breached Cases Reports.

    Expected behavior: There is contextual meaning for the value to understand for VoiceOver users.

    Actual behavior: VoiceOver for the single score report value mentions only the value. For example, if the value is one, VoiceOver says '1'.

    Reporting

    PRB1424263

    KB0863551

    Increase in log volume after the Paris upgrade
    1. Enable aliases on an instance (glide.report.enable_alias_config).
    2. Create a list report that has 'Apply alias' set to true.
    3. Create a dashboard and add the report to it.
    4. Save the report.
    5. Disable aliases on the instance via the system property glide.report.enable_alias_config.
    6. Run the list report in the dashboard and look at the logs.

    Reporting

    PRB1431162

    KB0860142

    In reports, variables cannot be selected from dot-walked fields to add to the query selector in Orlando and Paris

    Refer to the listed KB article for details.

    Service Catalog: Mobile

    PRB1429177

    KB0861147

    The Popular Services applet is not working in the Now Mobile app The Popular Services applet does not show any records in the Now Mobile app. Also, the list v_st_popular_item.list doesn't return any records.
    1. Access the instance on the desktop.
    2. Navigate to sc_req_item.list.
    3. Empty the Item field for one of the records that is created in the last 12 months.
    4. Navigate to sc_item_produced_record.list.
    5. Empty the Producer field for one of the recent records created in the last 12 months.
    6. Log in to the instance on the Now Mobile app.
    7. Navigate to Services > Popular Services.

    Expected behavior: The Popular Services applet should show the record and v_st_popular_item.list should return the records.

    Actual behavior: The Popular Services applet doesn't show any records and v_st_popular_item.list doesn't return the records.

    Service Catalog: Service Portal Widgets

    PRB1415342

    While ordering an item through the portal, a page saying 'Your cart is empty' appears before showing the order summary The 'Your cart is empty' page is momentarily shown during the checkout process.
    1. Log in as an admin.
    2. Navigate to the portal.
    3. Select the 'Mac Laptop' or 'Apple Mouse' catalog item.
    4. Supply the required info.
    5. Click the Add to Cart button.
    6. Click View Cart.
    7. Click the Checkout button.

    Notice that the 'Your Cart is empty' page is shown before the final 'Thank You' page.

    Service Catalog

    PRB1431912

    Infinite loop causes a stack overflow for StaleCategoryCache Finder.java: getStaleCacheNames() This issue occurs only when 'cascade delete' happens on a category table due to a location field or if a multi CRUD is performed. Even if the errors appear, the main thread recovers and continues functioning. This causes the category records not to be flushed and some users may see stale data.

    Delete any location record (cmn_location most likely affects other tables). Despite the record being deleted, there is a stack overflow and reference fields on related records are not cleared.

    Service Mapping

    PRB1410605

    Double-clicking the icon of a tag-based service icon in a parent service map does not open the tag-based service map
    1. Navigate to CSDM/Application Service.
    2. Select New and create a tag-based service.
    3. Create an application service and select Manual population method.
    4. Add the tag-based service created in Step 2.
    5. Open the map of the service created in Step 2 and double-click the icon of the tag-based service.

    Observe that nothing happens.

    Service Mapping

    PRB1428023

    KB0860934

    Candidates might not be populated correctly in case there are several CIs with the same name
    1. Create many tagged CIs with the same name and the same tags.
    2. Generate service candidates.

    Service Portal

    PRB1298318

    Pasting text from MS Office to the community TinyMCE editor results in an image being pasted instead of text The issue is with the TinyMCE editor on Service Portal applications.

    Service Portal

    PRB1423261

    Service Portal breadcrumb widget breaks the display If the breadcrumb widget is in the same container as another widget (for example, the form widget), the display layout is incorrect. The display was correct in Orlando, but not in Paris.
    1. Create a Service Portal page (breadcrumbtest).
    2. Add one container and put the breadcrumb widget on its own row.
    3. Add a second row containing the form widget in the same container.
    4. Display the page '/sp?id=breadcrumbtest&sys_id=85071a1347 c12200e0ef563dbb9a71c1&table=incident&view=sp'.

    Service Portal

    PRB1430584

    KB0859467

    Extra line appearing in the glide_list field of the form widget in Service Portal
    1. Log in to a Paris base instance.
    2. Configure form layout of incidents.
    3. Switch the view to Service Portal.
    4. Add a field of type 'glide_list' referencing 'sys_user' users list.
    5. Save the form layout.
    6. Open any active incident in Service Portal as follows: [instancename].service-now.com/sp?id=form&table=incident&sys_id=%5b[sys_id]
    7. Try adding values to the above field created.

    You will see an extra line space while adding and after adding values in the glide_list field.

    Slushbucket

    PRB1416748

    KB0860583

    Clicking Enter in the slushbucket's filter shows the previous form from the related list Clicking Enter in the slushbucket's filter shows the previous form from the related list starting from Orlando.

    Refer to the listed KB article for details.

    Software Asset Management Professional

    PRB1428451

    In ILMT integrations, the import job is pulling delta installs using the computer system offset from the connection setup Full data should be pulled for installs, usage, and delta data only for inventory using the system offset. Software usage data should be complete on every import, while inventory data should still come from a delta pull driven by the computer offset property on the ILMT setup page. The integration currently pulls only delta data for everything.
    1. On the instance, activate the Software Asset Management Professional for IBM (com.sn_samp_ibm) plugin.
    2. Set up the ILMT integration.
    3. Create an ILMT connection.
    4. Run the ILMT scheduled import.
    5. Run the ILMT schedule import again.

    Notice that the offset of software installation data from the ILMT Software Instance (imp_samp_ilmt_sw_instance) table uses the computer_system_offset value that you specified when creating the ILMT connection.

    Software Asset Management Professional

    PRB1433500

    Software reconciliation is failing after upgrading to Paris due to a SAP plugin error After upgrading the instance from New York to Paris, the software asset reconciliation job is failing with an error related to the SAP plugin. This applies to users who do not have the SAP plugin activated.
    1. Request a New York instance.
    2. Activate SAMP (com.snc.samp) with demo data.
    3. Navigate to Software Asset > Reconciliation > Run Reconciliation.
    4. Run reconciliation and verify that reconciliation is completed.
    5. Upgrade the instance to the Paris version.
    6. Navigate to Software Asset > Reconciliation > Run Reconciliation.

    Observe that reconciliation fails. The SAP plugin should not be installed.

    Software Asset Management Professional

    PRB1435750

    Users are unable to create SSO directory integrations when impersonating a sam_integrator user SAM integrators should be able to create directory integrations.
    1. Create a user with the sam_integrator user role.
    2. Impersonate the sam_integrator user.
    3. Try to create a directory integration for an SSO provider.

    Software Asset Management Professional

    PRB1439334

    The Microsoft Azure AD – Download Users directory job fails when the Microsoft Azure AD – Download Groups directory jobs executes first The Microsoft Azure AD – Download Groups and Microsoft Azure AD – Download Group Membership directory jobs should run on-demand after the Microsoft Azure AD – Download Users directory job completes.
    1. On a Paris instance, activate the Software Asset Management Professional (com.snc.samp), Microsoft Azure AD Spoke for IntegrationHub (com.sn.azure_ad.spoke), and Remote Directory Sync [com.snc.remote_directory_sync] plugins.
    2. Create and publish an integration profile for Azure AD.

    Notice that the Microsoft Azure AD – Download Users directory job fails when the Microsoft Azure AD – Download Groups directory job executes first.

    Transaction and Session Management

    PRB1419663

    TinyURL causes slowness when loading forms if the before query business rules make GlideRecord calls When loading up a form that uses a TinyURL because of a before query business rule, the user sees excessive slowness.

    UI Components

    PRB1436643

    Read-only fields with multi-lines are not resizable
    1. Navigate to the 'glide-form-controls' demo app.
    2. Click the Read-only checkbox on the left to make all the components read-only.

    Observe that you cannot resize the text area.

    Update Sets

    PRB1432139

    Dropping child tables without sys_class_name results in no label Update set preview prevents problems with dropping children of tables without sys_class_name. The update is skipped. However, when this happens, the child table's label is erased.

    User Experience Engineering

    PRB1422977

    Email recipients are not showing in the Calendar History in Japanese This issue is also reproducible in English when i18n debugging is enabled.

    VA-Conversation Server

    PRB1412230

    Allow more granular, scripted control of the cancel button

    VA-Conversation Server

    PRB1427885

    A guest user can create a conversation for a logged-in user if the user logs out with the chat window open
    1. Log in to the instance.
    2. Navigate to the web client and start and finish a chat, leaving the chat window open.
    3. Open another tab in the same browser window and log out.
    4. Navigate back to the browser tab with the chat window open in step 2 and click + to start a new conversation.

    The chat window is stuck and a conversation is created with the logged-in user's consumer account. An interaction is created with open_for as Guest.

    VA-Designer

    PRB1424017

    A 'vaSystem' not defined error appears while previewing 'Test Any Topics'
    1. Log in to the instance.
    2. Navigate to Virtual Agent > Designer > Test Active Topics.

    Notice the error in the logs: 'vaSystem is not defined'.

    VA-Designer

    PRB1435651

    The utterance linked to the topic 'Update Assigned Task' is not working and shows the 'I am having technical issue' message
    1. In Orlando, install the com.glide.cs.chatbot and sn_itsm_va plugins.
    2. Navigate to General Settings and turn on ServiceNow NLU.
    3. Publish 'UpdateAssignedTask' and 'PrinterIssues' intents and topics.
    4. In the topic list page, click Preview Active Topics and enter 'add a comment'.

      Notice that it works as expected.

    5. Upgrade the instance to Paris, and click Test Active Topics.
    6. Enter 'add a comment'.

    Expected behavior: It should work as expected.

    Actual behavior: It shows the 'I am having technical issue' message.

    VA-Web Client

    PRB1431532

    Guest chat should retry sending before asking users to click to retry
    1. Open the Virtual Agent web client.
    2. Connect to a live agent.
    3. Disconnect your WiFi.
    4. Attempt to send a message.

    Notice that the retry message appears immediately.

    Virtual Agent Platform

    PRB1404593

    The plugin com.snc. bot_install_ui has an invalid scope sys_id If an instance currently has one of the following apps active, other apps are no longer available on the instance to install: IT Fundamentals Dashboard (com.sn_apphealth), Knowledge PA Scoped App (com.snc.pa. knowledge), and Service Now Chatbot Admin Screen (com.snc.bot_install_ui).
    1. Activate the sn_health or com.snc.pa.knowledge app on the instance.
    2. Restart the instance nodes.

    The com.snc.bot_install_ui app is no longer available on the instance.

    Virtual Agent Platform

    PRB1428672

    Add client version data to the session request response

    Virtual Agent Platform

    PRB1438384

    The outbound token field for the Sender action is not getting populated The outbound token field used for outbound authorization in the REST call is not getting populated.
    1. Create a record in the hash_message_verification table.
    2. Create a record in the message_auth table.
    3. Attach the record to Service Channel Provider Identity.

    You should see the outbound_token value getting populated with the record created, but this is not the case.

    Visualizations

    PRB1435566

    Sn-component-visualization is not supporting '0' on single scores When sending a charts data API request for a single score that doesn't have a value, score widgets should display '0', but the chart renders the text as 'No score'.

    Visual Task Boards

    PRB1417095

    The card does not move back to the 'No assigned to' column after unassigning a card until a refresh
    1. Open a board on incident by 'Assigned to'.
    2. From the 'No assigned to' column, assign a user to a task.
    3. Open the task from the lane.
    4. From the card details view, unassign the user from the card.

    The card is not moving to the 'No assigned to' column until a refresh.

    Visual Task Boards

    PRB1418803

    'Unknown error has occurred' is displayed when updating 'Assigned to'
    1. Open guided board incidents by 'Assigned to'.
    2. Select a card from 'No assigned to'.
    3. Update the primary assignee by adding a user from the panel for which there is no lane yet on board.

    Expected behavior: There is no error and the card remains in the same lane.

    Actual behavior: An unknown error is displayed.

    Web Services

    PRB1434311

    Unable to download the attachment using Chrome where the file name contains the comma symbol If users try to download an attachment that has a comma in the name using the REST Attachment API through Chrome, they will see the error: 'This page isn't working. INSTANCENAME.service-now.com sent an invalid response. ERR_RESPONSE_HEADERS_ MULTIPLE_CONTENT_DISPOSITION'.
    1. Create a file named 'test,.txt' (no quotes) and put in any text.
    2. Open an incident and attach the file 'test,.txt'.
    3. Open sys_attachment.list and get the sys_id of the file you attached.
    4. Try to download the file using the REST Attachment API GET method in Firefox.

      Notice that 'test,.txt' is successfully downloaded.

    5. Try to download the file using the REST Attachment API GET method in Chrome.

    Notice that the error appears.

    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 Patch 2
    • Paris Patch 1 Hotfix 6
    • Paris Patch 1
    • Paris security and notable fixes
    • All other Paris fixes

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      Paris Patch 3

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      Paris Patch 3

      The Paris Patch 3 release contains important problem fixes.

      Paris Patch 3 was released on November 12, 2020.
      • Build date: 11-06-2020_1142
      • Build tag: glide-paris-06-24-2020__patch3-10-29-2020
      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 3 includes 157 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 3 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 3, refer to KB0863785.

      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

      Performance Analytics

      PRB1396133

      KB0827366

      Scheduled report condition script is evaluated incorrectly because glide classes, such as glide date/time family scripted classes, are not available in the sandbox Glide classes, such as glide date/time family scripted classes GlideDate, GlideTime, GlideDateTime, and GlideSchedule, are not available in the sandbox. In Orlando, GlideDate and GlideDateTime are not working as expected as a condition in a scheduled report. The same condition script works as expected in New York.

      Refer to the listed KB article for details.

      Templates

      PRB1435575

      KB0861624

      Templates are not applied on a field that is dependent on another dependent field in Paris
      1. In a Paris instance, navigate to the incident.do form.
      2. Create a choice field, SubSubcategory, that is dependent on the selected value of the base instance Subcategory field.
      3. Define appropriate sys_choice records for the SubSubcategory field that are dependent on values selectable for the Subcategory field.
      4. Test that it is functioning as expected for the SubSubcategory field in the incident.do form.
      5. Create a new template for the incident table that sets the Category, Subcategory and the new SubSubcategory fields.

      You will find that the SubSubcategory field does not populate when applying the template, even though when viewing the details of the template application, it suggests that it is.

      Guided App Creator

      PRB1405674

      KB0861106

      Duplicate inbox modules show up after creating a custom workspace
      1. Navigate to Studio.
      2. Create a new application, then add a workspace to that application using the Guided Application Creator.
      3. Make sure in the Design step for the workspace creation, choose/select the 'Inbox' module.
      4. Open the custom workspace and view the inbox module.

      Two inbox modules show up, which is not expected. The expected behavior is that only one inbox module should be displayed on the custom workspace. That inbox module will display an inbox that is shared with Agent Workspace. It is expected that Agent Workspace's inbox modules should be shared across workspaces (both custom workspaces and Agent Workspace).

      System Applications

      PRB1408992

      Applications with records in 'sys_hub_flow_ logic_ext_input' don't display correctly in Studio Applications with records in 'sys_hub_flow_logic _ext_input' don't display correctly in Studio. Studio gets stuck with the message 'Loading'.

      Virtual Agent Platform

      PRB1426481

      KB0862663

      The sys_cs_topic needs new text ts_configuration

      Refer to the listed KB article for details.

      All other fixes

      Problem Short description Description Steps to reproduce

      Activity Stream

      PRB1428930

      Activity header text is missing when activities (filtered) are removed from the form
      1. Navigate to the incident list.
      2. Open any incident record.
      3. Configure the form layout.
      4. Navigate to the 'Notes' section, remove 'Activities (filtered)', and save.
      5. Click the Activity Stream button on the context bar.

      Expected behavior: The user should be able to see activity header text.

      Actual behavior: Activity header text is missing.

      Advanced Work Assignment

      PRB1434737

      Interactions are slow to open from the Agent Workspace list view Also, clicking interactions is sometimes slow to open that interaction and the open interactions list shows the 'Closed Abandoned' and 'Closed Complete' state interactions.
      1. As an agent, open Agent Workspace.
      2. Open the list page and the interaction table.
      3. Click Open interactions.
      4. Click any interaction.

      Agent Chat

      PRB1420026

      The Compose SMS feature is not working in the data center
      1. Log in to the application and impersonate as any agent in any data center instance.
      2. Navigate to Agent Workspace and set the agent to available.
      3. Navigate to the list screen.
      4. Open an interactions list by clicking Assigned to me.
      5. Open any work in progress interaction of the Chat type and click Compose SMS.
      6. Select any phone number and enter the text to be sent.
      7. Click Send SMS.

      Observe that the user is getting an error while sending the SMS.

      Agent Workspace

      PRB1403291

      German umlaut characters are pasted as their HTML entity equivalents when the 'Copy to clipboard' link is used for the response templates in Agent Workspace When a response template includes German umlaut characters such as ä, ü, and ö (or French apostrophes like ê), and users try to use it in Agent Workspace, the copied HTML is transformed. For example, 'für' becomes 'f&uuml;r'. The issue does not occur when the user copies the text manually via Ctrl+C and then pastes into the comment field in Agent Workspace.

      Agent Workspace

      PRB1409789

      KB0854209

      Templates are not applied to fields on new records as expected Templates are not applied even if user passes the wildcard(*) write ACL.

      Refer to the listed KB article for details.

      Agent Workspace

      PRB1424981

      Text appears on a single line with a horizontal scroll bar This issue is occurring with Paris instances in a Firefox browser. RTE shows a horizontal scroll when a long source code is provided. Text with line breaks is also appearing in a single line.

      Agent Workspace

      PRB1428794

      Agent Workspace notification issue in Orlando In Agent Workspace, as an agent, when accepting the chat interaction and moving to any other tab, users see that the blue indicator on the accepted interaction gets randomly highlighted even if there is no new message from the end user.
      1. In Orlando, impersonate an agent.
      2. As the end user, initiate the chat.
      3. As the agent, accept the chat.
      4. After accepting the chat, navigate to the list and open any interaction.

      Notice that the accepted chat displays the blue line and sound even if there is no new message from the end user.

      Agent Workspace

      PRB1436749

      The text font styling of read-only string fields is light grey and hard to read
      1. Install Customer Service Management with demo data.
      2. Navigate to 'Case' on the platform.
      3. Open a case.
      4. Navigate to Configure > For Layouts > Add a String Field on workspace view.
      5. Configure it to display on the case form for workspace view.
      6. Make the field read-only (Configure, dictionary).
      7. Navigate to Agent Workspace.
      8. Open any case.

        Notice the newly added read-only field.

      9. Test the font styling.

      The font styling is too hard to read and it is light grey. The issue can be seen in Orlando and Paris.

      Agile Development

      PRB1422383

      Licensing definition to be updated for the analyst, planner, and worker roles user count The license definition should be updated for the analyst, planner, and worker role scripted definitions.

      Authentication

      PRB1430235

      Missing index on oauth_ credential (token(255)) A query is triggered that can be slow in highly concurrent environments.
      1. Log in to an instance that uses the method of authentication.
      2. Trigger a large number of transactions in a short amount of time.

      The database encounters a query which can be slow in highly concurrent environments.

      Authentication - SSO

      PRB1417450

      After the Orlando upgrade, authentication is failing if auto redirect IDP is set to true and the user record contains a SSO source with invalid sys_id After the Orlando upgrade, authentication is failing if auto redirect IDP is set to true and the user record contains a SSO source with valid or invalid sys_id. It doesn't matter even if it contains the sys_id of IDP which is set to auto redirect.

      Automated Test Framework

      PRB1394799

      KB0826366

      The 'Create a User' step fails when data policies are set on the sys_user table When certain data policies with mandatory fields are set on the sys_user table, the 'Create a User' step fails and it is unable to create the user.
      1. Navigate to System Policy > Rules > Data Policies and create a data policy.
      2. Specify the table to be 'sys_user' and submit.
      3. Create a data policy rule with any field (for example, employee_number).
      4. Set the following: 'Mandatory' is 'True' and 'Read-only' is 'Leave Alone'.
      5. Submit the data policy rule.
      6. Navigate to Automated Test Framework > Tests.
      7. Create a test.
      8. Add the test step 'Create a User'.
      9. Fill in the fields as follows: 'first name' is 'abel' and 'last name' 'tuter.

        Notice there is no place to set the mandatory field.

      10. Save the step.
      11. Run the test and navigate to the test result record.

      Notice the failure message 'Failed to create user "abel tuter"'. Also notice the errors in the test logs: 'Creating new user with UserID a7d4e2fa1bb3c0103f5599f6bc4bcb14: tuter, abelBackground message, type:error, message: Data Policy Exception: The following fields are mandatory: employee number'. It is not possible to set mandatory field values in the 'Create a User' step.

      Automated Test Framework

      PRB1434743

      KB0860847

      Certain events generated by a test (like text indexing) can cause the test to hang From Orlando, a new feature was introduced to record event processing into the rollback of the ATF test, so that after the test runs, actions performed by event processing are also reverted. If ATF generates more events, including text_index events, processing these events causes congestion to update the rollback context record. It eventually slows the ATF test execution and gets stuck. Users observe errors like 'Lock wait timeout exceeded; try restarting transaction'.

      Refer to the listed KB article for details.

      AWA: Dashboards

      PRB1430978

      AWA metrics should be accessible via the 'awa_channel_metrics' XMLstats include Support should be added for a new XML payload, which returns metrics that help monitor the AWA load. Also support should be added for entities like the background job, database tables, and rules to handle periodic data clean up.

      Benchmarks Application

      PRB1418958

      Error while running 'Copy historical scores from PA to Benchmarks' if the user opted-in the benchmark less than last month The issue is observed when the user opts-in the benchmarks and reviews the KPI, but would like to alter the definition on a few KPIs. After modifying the KPI definition, they run the Benchmark Historical collection job to collect instance scores for the last 6 months (183) days. The PA job completes successfully and Benchmark indicators show scores in Analytics Hub as expected for the last 6 months. However, the benchmark dashboard still shows 0 scores for the historic months.
      1. As a user, opt in the benchmarks (New York and above versions).
      2. Modify a few KPI definitions (for example, incident resolution fields) or any other indicator.
      3. Run the Benchmark Historical collection to collect scores for the modified KPI.
      4. Run the 'Copy historical scores from PA to Benchmarks' job.

      Notice that there are errors in the logs saying 'Benchmark scores are not uploaded for the month'.

      Benchmarks Application

      PRB1419330

      KB0853526

      The 'Copy historical scores from PA to Benchmarks table' job does not work if the system administrator time zone is not set to GMT The job should not be executed after going live with the Benchmark application. The historical collection and the copy job should be executed only when the KPIs are updated before going live, and need to update the Benchmark dashboard before the global scores are downloaded on the 11th of each month. After executing the 'Benchmark Historical Data Collection' collection job, it is necessary to run 'Copy historical scores from PA to Benchmarks table' to reflect the updated scores on the benchmark dashboard.

      Refer to the listed KB article for details.

      Change Management

      PRB1434087

      Issues when creating a standard change proposal to retire a template
      1. Impersonate any user with access to standard change proposals or an admin user.
      2. Click Standard Change, then My Proposals.
      3. Click New at the top of the list.
      4. Set the proposal type to be 'Retire existing template'.
      5. Complete all visible mandatory fields.
      6. Click Request Approval.
      7. Click OK in the alert window.

      Change Management

      PRB1439330

      To add a new change type, a user is required to override the base instance ChangeRequest StateHandler When users create a change created of the new type (expedited), the state model does not adhere to that defined in the 'ChangeRequestStateModel _expedited' script include. This applies to users that want to introduce their own types to change management.

      Cloud Provisioning and Governance (CMP)

      PRB1416721

      KB0858641

      Performance issue with the licensing definition

      Refer to the listed KB article for details.

      Cloud Provisioning and Governance (CMP)

      PRB1421338

      Only users with elevated privileges should be able to create the sn_cmp.enable_ blueprints property under system_properties

      Cloud Provisioning and Governance (CMP)

      PRB1428780

      The sn_itom_opt_lic. batch_insert_size property and its use needs to be removed from Optimization licensing The sn_itom_opt_lic. batch_insert_size property controls the cache for the Optimization plugin. By default its value is 1000, so until there are 1000 VMs, entries are not made in the counts table. This is a problem as the licensing jobs are on a daily basis. Even though the user might be using CPG/Cloud Insights, until their usage exceeds 1000, it will not report the same.
      1. Activate CMP.
      2. Provision about 10 VMs.
      3. Run the licensing job or wait for 24 hours for the job to run.
      4. Check the counts table itom_lu_ci_counts.

      Expected behavior: There should be 10 counts of server against optimization.

      Actual behavior: There are zero counts of server against optimization.

      Cloud Provisioning and Governance (CMP)

      PRB1436949

      CPG license counting ignores virtual desktops on VMware vCenter

      Condition Builder

      PRB1413717

      Unable to select the Tags field on both sides of a top level 'OR' condition in the new UI for reports
      1. Log in to a base Orlando, New York, or Madrid instance.
      2. Create a report on the change_request table.
      3. Make sure you are using the new report UI.
      4. Create the conditions as follows:
        • [Active] [is] [true] AND [Tags] [has] [Android]
        • Top level OR condition
        • [Active] [is] [false] AND [Tags] [has] [Android]

        Observe that you are unable to select Tags on both sides of the top level 'OR' condition.

      5. Switch to the Classic UI.
      6. Try to select Tags on both sides of the condition.

      Observe that you are able to select Tags.

      Condition Builder

      PRB1421577

      Filters with tags in Condition Builder v3 are showing the tags' ID value instead of their display value
      1. Assign a tag to a few incidents.
      2. Create a report from the report designer and expand the Condition Builder v3.
      3. Choose to filter by:
        • Field: Tags
        • Operator: have
        • Value field: [tagname]
      4. Save the report.
      5. Drill down on one record.
      6. Come back to the report.
      7. Expand the Condition Builder.

      Expected behavior: The filter field, operator, and value must be intact as mentioned in Step 3 above.

      Actual behavior: The filter field shows tags. The operator is shown blank. The value field shows the ID of the tag instead of its display value.

      Configuration Management Database (CMDB)

      PRB1421122

      Missing related item entry during the install Unable to view the relationship between business service, service offering, and application service in the platform dependency map. The correct entry in the ngbsm_related _item table is missing.
      1. Create a business service.
      2. Link it to an application service.
      3. View in the dependency map.

      Expected behavior: You should be able to see the link between business service, service offering, and application service.

      Actual behavior: You cannot see the link.

      Configuration Management Database (CMDB)

      PRB1421665

      The API CMDBData SourceUtil doesn't update the sys_choice _set, so changes are removed when the sys_choice_set is upgraded This is causing issues for integrations by removing the discovery_source choices on an upgrade.

      Configuration Management Database (CMDB)

      PRB1429051

      KB0860612

      The script include 'AddRelationshipAjax' is missing 'this' upon function call (line 338) When users upgrade to Paris, they see that the legacy CI Relationship formatter is not working and no relationship can be created.

      Refer to the listed KB article for details.

      Connect Chat

      PRB1257676

      KB0692728

      An agent can select 'Accept' more than once on a single chat queue entry, resulting in the error message 'The queue is currently empty' A Connect Support agent is able to double or otherwise multi-click the Accept button on a queue, which results in the following error message appearing on screen: 'The queue is currently empty'. Agents notice an entry in their support queue, and multiple clicks are registered when they try to select Accept.

      Refer to the listed KB article for details.

      Connect Chat

      PRB1421921

      KB0855308

      The newly followed item in the Connect Chat panel does not load The newly followed item in the Connect Chat panel does not load until the user scrolls down and back up again. In the table, when a user follows an incident, a record is getting created in the live_group _member table. But the last_ message_timestampI and last_viewed fields are empty. This issue occurs if there are more than 25 records with the last_message_ timestampI and last_viewed fields empty.
      1. Log in to the instance.
      2. Impersonate any user who as the itil role
      3. If the Connect Chat side bar does not load, click it to show all conversations.
      4. Open the incidents list and open an individual incident.
      5. Follow that incident.
      6. Repeat step 5 for more than 25 Incidents, and do not click Notifications.

        Notice the top conversations in the list.

      7. Scroll down and back up.

        Notice that a new conversation appears.

      8. Open a new incident and follow it.

        Notice that it also gets added as a conversation.

      9. End the impersonation and start it again.

      Notice that the conversation does not load at the top of the list.

      Connect Chat

      PRB1428820

      The agent is able to send a message to the end user even after the conversation ends The agent is able to send a message to the end user after the chat ends because of the inactivity timeout (connect.support.idle. count_down).
      1. Make sure that the following system properties are defined in your instance: connect.support.idle.count_down: 60 seconds and connect.support.idle.delay: 120 seconds.
      2. Log in to the platform as an agent in one browser.
      3. Log in as a user to the platform in incognito mode.
      4. Navigate to the Service Portal as the end user and click the chat button located at the bottom-right corner to initiate a chat.
      5. Choose 'Live Agent Support' to connect to a live agent.

        You should receive an incoming chat request as an agent in the other browser, and accept that.

      6. Do not type anything from either browser and wait for the idle duration to expire.

        You should receive the 'The conversation is timing out, are you still there?' reminder message.

      7. Do not type anything and continue to wait.

        You should receive the 'It seems you have left the conversation.' message when the time is out.

      8. Navigate to the chat agent side and see that the message text field is still enabled.
      9. Type a message and send it.

      Expected behavior: The messages sent after the chat ends should not be seen by the end user.

      Actual behavior: The messages sent after the chat ends by the chat agent can be seen by the end user.

      Contextual Search

      PRB1409754

      The Fulfillment instructions and Comments and Work Notes tab lists are missing an accessible label The tab list containing these two tabs (and Resolution, when visible) is missing a label. Adding a label indicates to the screen reader user what kind of content lies in this tab list.
      1. Start VoiceOver.
      2. Open any existing HR case.
      3. Navigate to the tab list containing 'Fulfillment Instructions'.

      Notice that there is no label for the tab list, just for the specific tabs in the list.

      Core Platform

      PRB1406753

      Uploading images of mismatched types prevents thumbnail generation
      1. Navigate to sys_properties.
      2. Set glide.security.file.mime_type.validation to false.
      3. Get a PNG larger than 2000x2000 pixels.
      4. Change the file extension of '.PNG' to '.JPG'.
      5. Open any incident.
      6. Upload the image to the incident.
      7. Attempt to open the image from the work notes in the incident.

        This attempts to generate the thumbnail, but it does not show the image in the work notes.

      8. Navigate to sys_attachment.list.

      Expected behavior: The thumbnail for this image is generated and has the content type image/png.

      Actual behavior: The thumbnail for this image is not generated.

      Dashboards and Home Pages

      PRB1414717

      The HR Dashboards & Reports dialog icon pop-up dialog box is not keyboard accessible The user should be able to navigate into the dialog when enabling it using the keyboard. Keyboard users and VoiceOver users have to navigate through all of the elements of the interface to reach the content of the non-modal dialog that opens.
      1. Install the Human Resources: Core plugin (com.sn_hr_core).
      2. Navigate to HR Dashboard and Reports > Reports.
      3. Enable VoiceOver (cmd+fn+F5).
      4. On the reports, hover over to the SVG image (type column) and wait few seconds for the pop-up to appear.

      Expected behavior: The pop-up should be accessed using the keyboard and VoiceOver should pronounce its content.

      Actual behavior: VoiceOver is moved from the image to the title instead of going to the dialog container.

      Dashboards and Home Pages

      PRB1415064

      'HR Case Dashboard' semantically qualifies as a heading The 'HR Case Dashboard' element is incorrectly exposed as a read-only text input. Also, the element is perceived as clickable, probably due to an event listener attached to it. However, the element semantically qualifies as a heading.


      1. Open the instance in a Safari browser.
      2. Enable VoiceOver.
      3. Navigate to the HR Case Dashboard panel

      Notice that VoiceOver is announcing 'HR Case Dashboard' as a text field and clickable.

      Dashboards and Home Pages

      PRB1415087

      HR Case Dashboard headings are not used in a logical and sequential order The headings in the HR Case Dashboard panel are not in a logical, sequential order and there are skipped heading levels. For example, it goes from heading level 2 to heading level 5.
      1. Use the Safari browser and enable VoiceOver.
      2. Log in to the instance.
      3. Navigate to HR Case Dashboard (control+option+right arrow key) and trigger it.
      4. Navigate to the HR Case Dashboard panel (control+option+right arrow key).
      5. Enable the web rotor (control+option+u)

.

      Notice that the heading structure is incorrect.

      Dev At Scale

      PRB1436498

      An incorrect sys_id in sys_ user_preference for the default update set record for a scoped app causes the update set picker to be non-functional for this scope
      1. Create a scoped application.
      2. Find the sys_user_preference record with the name 'updateSetForScope[app id]' for the admin user.
      3. Change the value of that preference to the sys_id of the 'Default [Global]' update set, and save.
      4. Switch to the 'Global' app then back to the scoped app in the application picker.

      Expected behavior: When switching back to the scoped app, the update set should have also been updated to the app's default update set, and other update sets for the application should be selectable.

      Actual behavior: The update set stays selected as the Default [Global] update set, and no other update sets are selectable.

      Discovery

      PRB1423113

      SNMP probes getting hung due to SNMP4J timeout value being set as 0 (indefinite)

      Discovery

      PRB1424524

      VMware Cloud Provisioning creates the Parent "Block Endpoint" with Type "Implement End Point To::Implement End Point From" and Child "Storage Volume"> relationship while the flow of the relationship should be vice versa When provisioning a VMware virtual machine using blueprint or a VMware Terraform Cloud template in an instance with the Cloud Management plugin activated, the provisioning request creates the following relationship between the block endpoint configuration item and the storage volume: Parent "Block Endpoint" with Type "Implement End Point To::Implement End Point From" and Child "Storage Volume". But the VMware discovery creates another relationship between the same block endpoint configuration item and the storage volume in the opposite direction: Parent "Storage Volume" with Type "Implement End Point To::Implement End Point From" and Child "Block Endpoint".

      Discovery

      PRB1433566

      Azure Management group discovery does not trigger any patterns probe
      1. Log in to the instance.
      2. Install LP patterns.
      3. Run the CAPI to Pattern migration.
      4. Create the appropriate Azure credential (azure_service_principal) and Azure Service Account (cmdb_ci_cloud_service_account) and save it.
      5. In the service account record, click Discover Subscriptions.

      Observe that no probes are launched.

      Discovery

      PRB1434815

      MID Server JRE downgrade support from JRE 11 to JRE 11.0.8 when the MID Server is downgraded

      Discovery

      PRB1435949

      Change access for script includes so scoped apps can use them Need to change access for the JSUtil, GlideRecordUtil, and DiscoveryFunctions script includes.

      Edge Encryption

      PRB1409481

      Mass attachments decryption fails with 'java.lang.Illegal ArgumentException: Encryption token [token] exceeds max length of 253'

      Encryption/Cryptography

      PRB1411066

      Sharing the cache across domains prevents the user from gaining access to encrypted fields
      1. As a user with elevated privileges, install the com.glide.domain.msp_extensions.installer, com.glide.kmf.global, and com.glide.encryption plugins.
      2. Install demo data on the domain plugin and set the KMF property to opt_in.
      3. Create a role and assign it to a new user (the user should be under the ACME domain) along with the incident_manager role.
      4. Create an encryption module, and use the module to create an encryption field configuration.
      5. Create a module access policy with the module and role created above.
      6. Log in as the user created above and create an incident record.
      7. Clear the cache.

      Expected behavior: The user should still have access to the short_description column.

      Actual behavior: The user does not have access to the short_description column.

      Event Management

      PRB1395847

      Null pointer exception during the execution of the 'Service Analytics group alerts using RCA/Alert Aggregation' job During the execution of the 'Service Analytics group alerts using RCA/Alert Aggregation' job, there is a null pointer exception which is caused by broken relations in the CMDB:parent or when the child is null. This happens when the relation is of an application service and the child or parent of an endpoint is missing in cmdb_rel_ci (broken data).

      Event Management

      PRB1397977

      KB0831926

      The plugin com.em-mobile generates 'Skipping because file already exists with a different scope' errors When checking localhost logs on the application node that performed the upgrade, certain file names are showing errors that contain 'Skipping because file already exists with a different scope'.

      Refer to the listed KB article for details.

      Event Management

      PRB1425150

      Mouse hovering on multiple graphs inside Insights Explorer shows unsorted results
      1. Create multiple metrics data.
      2. Drag them.
      3. Hover over the points with the mouse.

      Notice that the results are not sorted.

      Event Management

      PRB1427753

      Y-axis is not showing units in the case of a single metric chart

      Event Management

      PRB1428713

      Remove the heartbeat and increase the default 'keep alive' interval to one minute When 2000 agents are connected, a short 'keep alive' interval and a short heartbeat timeout and interval values cause the MID to respond slowly to incoming requests.

      Event Management

      PRB1430987

      The policy export script is not clearing the parent field from sn_agent_asset when exporting the record as expected For export policy, the parent field is still populated in the record exported to an update set.

      Event Management

      PRB1432441

      Instances with Operational Intelligence can handle a maximum of 8K agents and 1M metrics per minute
      1. Start up Operational Intelligence.
      2. Notice the one MID connected to the simulator with 2K agents, 200 metrics per agents, and reporting every minute.

      Observe the high CPU and gaps in metrics.

      Event Management

      PRB1433266

      KB0861167

      Memory issues on busy instances related to the 'Service Analytics RCA for Change Requests' job

      Refer to the listed KB article for details.

      Event Management

      PRB1436536

      KB0862425

      'Org.mozilla.javascript. EcmaError: undefined is not a function' warnings from the scheduled job 'Service Analytics RCA for Change Requests' This scheduled job should not be loaded into the instance until the Event Management plugin is installed. In this case, it was installed with the Event Management & Service Mapping core plugin (which has no EM plugin installed), leading to multiple warnings in the system logs.

      Refer to the listed KB article for details.

      Event Management

      PRB1442388

      KB0863685

      The MID Server's web server extension that is set to use a certificate may fail to start after upgrading to Paris An upgrade caused the usage of a deprecated SSL package, which breaks the usage of certificate chains on the MID web server.
      1. Create a keystore with an entry containing a server certificate chain.
      2. Import that keystore to the [mid_installation directory]/keystore as webserver_keystore.jceks
      3. Create a MID web server using the above keystore to establish a secure connection.
      4. Start the extension.

      Observe the following error: 'java.lang.IllegalStateException: KeyStores with multiple certificates are not supported on the base class'.

      Flow Designer

      PRB1410951

      KB0860661

      Race condition with MID reading and instance writing process plan can result in the 'unable to deserialize process plan from JSON' error and stalled flow A flow with a group approval followed by actions that require MID may occasionally hit a race condition which causes the flow to stall with the error 'unable to deserialize process plan from JSON' in the stack trace.
      1. Create a flow with a group approval with multiple members followed by an action that requires MID.
      2. Ensure that the serialized process plan spans multiple sys_json_chunk rows by adding steps with large inputs.
      3. Execute the flow and approve all the approvals simultaneously.

      Notice that the race condition occurs where the MID reads a partial JSON document for the plan.

      Flow Designer

      PRB1414833

      In Flow Designer, the Lookup record action with dynamic variables for date fields in conditions is not working in Paris
      1. Create an incident record.
      2. Access Flow Designer and create a Lookup record action for the incident table with the condition to select records created on 'Today' or 'This Year'.
      3. Run the action and review the result.

      Expected behavior: At least one record that was created in Step 1 should be returned.

      Actual behavior: It shows 0 records.

      Flow Designer

      PRB1418230

      A dynamic flow with a subflow is not generating outputs in 'Get Flow Outputs' and is waiting for completion

      Flow Designer

      PRB1419217

      KB0855554

      Array.Object is not usable as a flow or subflow output in a script When users have an output of a flow or subflow of type Array.Object, its output appears unusable when the flow is executed from a script. It appears the conversion of the array of objects into a simple JSON structure is failing.
      1. Create a subflow with an array.object output.
      2. Manually add two objects inside the array object.
      3. Call the subflow from the script.
      4. Inspect the output.

      Flow Designer

      PRB1420648

      KB0862452

      Missing index on sys_flow_context. execution_id - slow flow.fire events processing by the Flow Engine Event Handler Missing index on sys_flow_ context.execution_id causes performance problems as the number of flow contexts grow.
      1. Start with a London instance.
      2. Define a flow and execute it several times to ensure that there are multiple rows in the sys_flow_context table.
      3. Upgrade the instance from London to Madrid.
      4. Look at the indexes present on sys_flow_context.

        Observe that there is no index on execution_id.

      The unique index could not be created due to the existing rows in sys_flow_context. The issue does not occur on an instance with 0 or 1 row in sys_flow_context.

      Flow Designer

      PRB1423216

      Output of different type integer, JSON, choice, or true/false is not working in 'Assign subflow' outputs in the subflow
      1. Create a subflow.
      2. Create an output of type JSON.
      3. Add the flow logic 'Assign Subflow Outputs'.
      4. Try to add the JSON: {"name":"Name", age: 25}.
      5. Click Done for the flow logic.
      6. Reopen the flow logic.

      Notice that the value disappears.

      Flow Designer

      PRB1424373

      Record watchers persist if the flow cancellation occurs with a serialization error
      1. Create a flow with a 'Wait for' condition.
      2. Execute the flow.
      3. Navigate to sys_json_chunk and delete or corrupt the data field for this flow.
      4. Cancel the flow.

      An exception occurs and it is expected. However, the record watchers are not cleaned up.

      Flow Designer

      PRB1433769

      If a flow has roles and the subflow doesn't have roles, cached ACL evaluations may be incorrectly used in the subflow
      1. Impersonate Abel Tuter.
      2. Create a record in u_trigger_table_rwr with u_short_description=Flow_runwithR1_inlinesub.

        Notice that the flow 'Flow_runwithR1_inlinesub' runs, but in the subflow 'SubflowSub_runasuser_t1' the 'for each' iterates over 3 records when Abel Tuter doesn't have access to those records.

      Expected behavior: The subflow runs as though the user without roles should have 0 records accessible.

      Actual behavior: The subflow runs as though the user without roles has 3 records accessible.

      Forms and Fields

      PRB1429245

      Reference fields containing the name 'package' do not open the reference list The reference lookup opens a blank window in Pairs when the reference field name and the reference table name are the same.

      Guided Tours

      PRB1415949

      The tour does not appear in the tour menu if the portal or page title contains the ampersand '&' Guided tours do not show up in the tour menu in Service Portal if the portal title or the page title contains an ampersand '&'. The issue is reproducible in Orlando and New York.
      1. Create a simple guided tour with a start and a conclusion for the SP portal and index page.

        Notice this shows in the tour menu on the Service Portal homepage.

      2. Create a duplicate portal of SP, for example, 's_p', and title it 'Service & Portal'.
      3. Create a duplicate page of index, for example, 't_index', and title it 'S&P index'.
      4. Change the original tour to point at either of the newly created portals or pages above.

        Notice that it will not display in the tour menu as expected.

      5. Change the title to remove the '&' and replace it with 'n'.

      Notice that the tour displays in the menu as expected.

      Guided Tours

      PRB1429082

      KB0859475

      Users with the guided_tour_admin role are not able to edit custom guided tour records

      Refer to the listed KB article for details.

      Human Resources Service Management

      PRB1409447

      For 'HR Create Case', an invalid submission error is not announced When creating cases, if users submit without entering the required fields, an error is returned. However, this error is not announced to screen reader users.
      1. Start VoiceOver.
      2. Open a new HR case in Platform.
      3. Submit it without entering a required field (for example, HR Service).

      Notice that the submission fails with an error displayed. However, the error is not announced by VoiceOver.

      Human Resources Service Management

      PRB1414682

      The 'Generate HR Profiles Module' navigation does not have an accessible name The navigation landmark does not have an accessible name. There are multiple <nav> landmark roles within the Generate HR Profiles page. 
When repeated landmarks roles are used within the same page, they should be labeled so screen reader users can differentiate them.
      1. Install the Human Resources: Core (sn_hr_core) plugin.
      2. Enable VoiceOver (cmd+Fn+F5)

.
      3. Navigate to 'Generate HR Profiles' (control+option+right)

.
      4. Navigate to the navigation bar on 'Generate HR Profiles' (control+option+right)

.

      Expected behavior: The aria-label='Generate HR Profiles' is defined.

      Actual behavior: Notice that the navigation bar does not have an accessible name (aria-label not defined).

      Human Resources Service Management

      PRB1414720

      For the HR Case homepage, tables are used for layout of widget headers On the HR Case dashboard, tables are used for the layout. Screen readers treat layout tables and data tables differently. For layout tables, they read the content of table based on the source code order. 

      1. Install the Human Resources: Core Plugin (com.sn_hr_core).
      2. Navigate to the HR Case dashboard.
      3. Inspect the reports on the dashboard (for example, single scores, pie, or list reports).

      Notice that the tables are used for layout.

      Human Resources Service Management

      PRB1414875

      The HR Case Dashboard navigation does not have an accessible name in the navigation landmark There are multiple <nav> landmark roles within the HR Case Dashboard page. 
When repeated landmarks' roles are used within the same page, they should be labeled so screen reader users can differentiate them.
      1. Install the Human Resources: Core plugin (com.sn_hr_core).
      2. Enable VoiceOver (cmd + F5).
      3. Navigate to HR Case Dashboard (Control + Option + right arrow key) and trigger it.
      4. Navigate to the HR Case Dashboard panel (control+option+right arrow key)

.
      5. Open the web rotor (control + option + U)

.
      6. Navigate to the landmark section using the arrow keys.

      7. Select Navigation under the landmarks section
.

      Notice that the navigation landmarks are not uniquely labeled.

      Human Resources Service Management

      PRB1414878

      The HR Case Dashboard Homepage Settings button does not have an accessible name The Homepage Settings button on the HR Case Dashboard page, does not have an accessible name. VoiceOver users might not understand what action this button performs. Also, when the button is pressed, it opens an empty dialog.
      1. Install the Human Resources: Core plugin.
      2. Enable VoiceOver (cmd+F5).
      3. Navigate to the HR Case Dashboard panel.
      4. Navigate to the Homepage Settings button

.
      5. Press the Homepage button (using the mouse, keyboard, or VoiceOver)

.

      Notice that the Homepage Settings button does not have an accessible name button using the mouse, keyboard, or VoiceOver
. Also notice that the Homepage Settings button does not have an accessible name.

      Human Resources Service Management

      PRB1415738

      When creating a case in HR Case Management, VoiceOver announces a random number for 'Search for employee or case number' When users select Create New Case in HR Case Management, the case creation panel is opened.

 Currently, the VoiceOver is announcing a random number before navigating to the Search for an employee or case number field.
      1. Open the Safari browser.
      2. Log in to the instance.
      3. Select HR Case Management.
      4. Under HR Case Management, select HR Create New Case.
      5. Navigate to the case creation panel.
      6. Select the Search for Employee name or Case Number button

.
      7. In the pop-up opens, enter a name in the search field.
      8. Select the employee from the list that appears.

        The details of that employee are displayed in the case creation panel.

      9. Enable VoiceOver (Cmd + F5)
.
      10. Open the web rotor (Control + Option + U)

.
      11. Navigate to the Form Controls section using the arrow keys.


      12. Under Form Control, select the random number.

      Notice that VoiceOver is announcing a random number for 'Search for employee or case number'.

      Human Resources Service Management

      PRB1416240

      The Create New Case - 'COE' and 'Search for Employee' elements semantically qualify as a button
      1. Open a Safari browser and enable VoiceOver.
      2. Open the instance.
      3. Select HR Case Management.
      4. Under HR Case Management, select HR Create New Case.
      5. Navigate to the Case Creation panel
.
      6. Select the employee in the Search for Employee field.

      Notice that the VoiceOver first announces it as combo box and, after further navigating, it announces as a link.


 After selecting the user, there are similar fields for the 'Search for Employee' link on the create case page: COE, HR Service, Opened For, and Subject Person.

      Human Resources Service Management

      PRB1426329

      Two ml_solutions are active at the same time after an upgrade for the NLU model
      1. Log in to an Orlando instance.
      2. Publish the base instance HR NLU model.
      3. Upgrade the instance.

      Notice that two ml_solutions are active at the same time after the upgrade for the NLU model.

      Incident Communications Management

      PRB1436141

      Missing fields for the REST API of Task Communication Management to support external integration For the REST API of Task Communication Management, three fields are needed to support external integrations: sys_updated_on (comm task), due_in (comm task), and comm_plan_type (comm_plan).

      Incident Management

      PRB1420841

      Duplicate entry 'incident-assignment_group' for key 'name' There is a duplicate entry 'incident-assignment_group' for key 'name' related to java.sql.BatchUpdate Exception: (conn=185143).

      Instance Data Replication feature

      PRB1430443

      Map adapter has an extra { and } when persisting in DB
      1. Create a consumer set on a table that has journal field (for example, incident).
      2. Enable transformation.
      3. Choose the same table as the target.
      4. Change the default transformation to make sure that there is exactly one journal field map to the same or different journal field (for example, worknote to worknote).
      5. Activate the consumer.
      6. From the producer, fill values for a new record and complete a value for the journal field (for example, worknote).
      7. Click Insert.

      Notice that on the consumer, you are not getting the value for journal field. However, updates on journal fields are replicating to the consumer.

      Instance Security Center

      PRB1431529

      The glide.http.cache _control property is not configured from the UI
      1. Navigate to and select Security Best Practices.
      2. Try configuring the glide.http.cache_control property.

      Expected behavior: It should get configured after adding the private value in the text box and clicking the Activate button.

      Actual behavior: It does not become compliant after adding the private value in the text box and clicking Activate.

      Knowledge Management

      PRB1420682

      Clicking the Create Article Draft button on the translation page in Agent Workspace directs users to an old article The Create Article Draft button is showing the newly created draft article. The expected behavior is that the current window should close and the new draft article should open. However, the current article is closing but the new draft article is not opening.
      1. Log in to the instance as admin.
      2. Install Knowledge Advanced and any language pack.
      3. Enable the Translation Management feature.
      4. Navigate to the instance or workspace.
      5. Open any published article under 'All Articles'.
      6. Click Translate.
      7. Click Draft Article.

      Notice that the user is not sent to the draft version of the article created.

      Knowledge Management

      PRB1422470

      Knowledge article content widget throws an error from the /esc portal If an article has a checked-out draft version, the knowledge article content widget throws an error in the /esc portal.
      1. Ensure that article versioning and the ESC portal are installed.
      2. Find an existing published article appearing in /esc.
      3. Open the 'Knowledge article content' widget and ensure that 'Show Version Information' and 'Redirect to the latest article' are set to false.
      4. Check out the article and leave it in the draft state.
      5. In /esc, try to open the article again.

      Error messages are thrown from the 'Knowledge article content' widget and the article does not load.

      Knowledge Management

      PRB1430628

      KB0860916

      Knowledge Word Office Manifest fails validation with an error Generated Manifest fails upon validation in Office 365 with the error 'Manifest file validation has failed. 19f2430b-0ab6-4378-ac5a-1bad9ab43b61'.
      1. Install the plugin Knowledge Management - Add-in for Microsoft Word.
      2. After the install, navigate to ServiceNow Add-Ins for Office > Office Add-In-Manifests.
      3. Click ServiceNow for CSM.
      4. Click Download Manifest.

      The Manifest fails upon validation in Office 365.

      Live Feed

      PRB1428830

      Non-image attachments are not posted on the live feed
      1. Navigate to the live feed.
      2. Add a non-image attachment (for example, a Word file, text, PDF, or XML).
      3. Add a message.
      4. Click the Post button.

      Expected behavior: The non-image attachments should be posted successfully on the live feed.

      Actual behavior: The non-image attachments are not posted on the live feed.

      MID Server

      PRB1430531

      KB0861014

      Debug messages for HTTPClient.register OtherProtocols() are spamming the MID Server log when debug logging is not turned on Debug messages for HTTPClient. registerOtherProtocols() are spamming the MID Server agent log, even though the MID Server debug log level is the default 'info'. This issue does not appear to affect functionality, but makes the logs less readable and causes quicker rotation and loss of older logs.

      Refer to the listed KB article for details.

      Mobile Studio (non-classic)

      PRB1436560

      The NPE error is thrown on endpoints '/now/sg/studio /screens/all' and '/screens/ simpleListScreen/all'

      On-call Scheduling

      PRB1436385

      Scope issue with the GlideDateTime object in the method getOnCallEscalation Shift When calling the method getOnCallEscalationShift defined in the script include OCEscalationPathUtilSNC from the sn_tcm_collab_hook scope, users receive an error.

      Patterns

      PRB1415804

      Missing GovCloud support for a significant number of AWS patterns Some AWS patterns have hard-coded API URLs and thus don't have support for AWS GovCloud.

      Patterns

      PRB1429827

      Add government support for Azure LP discovery Add government support to the Azure large payload discovery.
      1. Configure Azure credentials and a service account for a government account.
      2. Configure a cloud discovery schedule and run discovery.

      Expected behavior: Patterns are successfully authenticated and discovery patterns discover the configured resources for both government and standard accounts.

      Actual behavior: Discovery fails as it cannot get authenticated.

      Patterns

      PRB1429884

      The pattern 'Oracle DB on UNIX' cannot find the tnsnames.ora file if the file is not located under the default directory on Solaris This causes missing data and incorrect assigned attributes. In the identification section 'Identification for Oracle DB entry point type(s) - no instance' part of the pattern 'Oracle DB on UNIX', there is not a failover mechanism to parse the Oracle configuration file tnsnames.ora if the file is not located under the default directory. This can result in missing connection parameters for exiting different SQL queries, and assigning incorrect values for mandatory attributes such as TCP port and service name.
      1. Run discovery on a Solaris server with Oracle DB running.
      2. In 'Oracle DB On UNIX', in the identification section 'Identification for Oracle DB entry point type(s) - no instance on solaris', observe the step 'Parse tnsnames.ora'.

      The connect identifiers such as port, service name, and host name are not parsed in all of the cases if the file is not located under the default directory. The temporary table connect_sql has not been populated with the desired results, causing different failures among the pattern and the corresponding extension sections.

      Patterns

      PRB1436410

      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.

      Notice that processes are using high CPU and may run for a long time.

      Patterns

      PRB1436659

      KB0861828

      The baseboard serial number is populated on the serial number record instead of the BIOS serial number for Windows servers when using the Windows - OS Servers pattern for discovery By default, the base instance Windows OS - Servers pattern and Windows OS - Desktops returns the baseboard serial number. But sometimes, the user might want to use the BIOS serial number for the CI instead.

      Run discovery on a Windows server using patterns.

      The main CIs serial number field has the baseboard serial used, instead of the BIOS serial number, which is incompatible with what other plugins that populate the CMDB are doing, such as SCCM.

      Performance Analytics

      PRB1336865

      KB0780147

      Extended fields are not available to dot-walk in the reporting slushbucket

      Refer to the listed KB article for details.

      Performance Analytics

      PRB1414255

      In the HR - Reports module, '?' is shown in the VoiceOver caption panel of reports UTF characters '?' are shown as part of the accessible name in the VoiceOver caption panel.


      1. Navigate to HR Dashboard and Reports > Reports.
      2. Enable VoiceOver.
      3. Open the web rotor (control+option+u) and make sure it is on the table in the body of the page.

        Observe the '?' characters preceding the report names.

      4. Press the right arrow twice to show the controls list.

        Observe the '?' characters preceding the Favorite link in the header, and on each table row.

      5. Use the down arrow to navigate to the bottom of the list.

        Observe that the '?' characters in the First, Previous, Next, and Last page links.

      Expected behavior: UTF characters (?) are not shown to VoiceOver users to avoid confusion.

      Actual behavior: Notice that UTF characters (?) are shown on the entire page.

      Performance Analytics

      PRB1423788

      Returning the incorrect MIME type for the '/angular.do?sysparm_t ype=pa_messages' API call and the browser is blocking the requests
      1. Log in as admin and set the sys_property glide.security.header.auto_set_x_content_type_options value to true.
      2. Navigate to 'http://[instance_name]/$pa_breakdown_wizard.do'.
      3. In the developer tools, navigate to Network > All.
      4. Expand the row that is the instance URL.
      5. Click $pa_breakdown_wizard.do.
      6. Under the Headers tab on the right pane, find 'Response Headers'.

      Expected behavior: Verify that 'X-Content-Type-Options: nosniff' exists under 'Response Headers'. Verify that on the console, there is no error message 'Refused to execute script from..... because its MIME type is not executable'.

      Actual behavior: Labels and messages on the page are not resolved. If you open the browser console, you see the following error: 'Refused to execute script from..... because its MIME type is not executable'.

      Persistence

      PRB1336952

      Child tables can be created without adding sys_class_name, and these child tables can be deleted, which deletes all the records in the parent table too The sys_class_name field is a vital field for TPC hierarchies to function correctly. If you check the 'extensible' checkbox on a table, it automatically creates the sys_class_name field. However, if you do not commit this change to other instances but proceed to commit child tables to other instances, this results in TPC hierarchies that don't have sys_class_name. This configuration is corrupt and can result in a variety of data loss scenarios.

      Persistence

      PRB1391374

      Changing sc_item_ option.value from 'varchar2 4000' to 'CLOB' can cause performance issues on Oracle instances when accessing reference type variables
      1. On an Oracle instance, create a report on sc_req_item.
      2. Select a variable to the selected column list (for example, 'Password Rest.Whose password needs to be reset?' which is a reference type variable in the sys_user table).
      3. Run the report.

        Notice the query for the 'join' condition between the sc_item_option.value and sys_user.sys_id.

      4. Alter the table to change sc_item_option.value to the 'CLOB' type.
      5. Run the report again.

      Notice that the query uses dbms_lob.compare() to compare the value. This cannot be optimized with the index and causes performance issues with the large data set.

      Platform Runtime

      PRB1438986

      Unable to change the cache-control value to no-store when users set up the header for all the pages in the platform
      1. Invoke any page in the platform (for example, open an incident record, form view) while Chrome Dev Tools is open in a Chrome browser.
      2. Highlight the request incident.do and notice the response headers.
      3. Highlight AJAX/REST or Angular requests that happen asynchronously.

      Expected behavior: It should provide a way to use modern value cache-control: no-store.

      Actual behavior: Notice that the value is cache-control: no-cache,no-store,must-revalidate,max-age=-1.

      Process Automation Designer

      PRB1426409

      Horizontal scroll bar is missing in the config activity modal
      1. Create a process.
      2. Add a lane and show a list of records activity.
      3. Click the config activity in the config panel.
      4. In the modal under the Inputs section, select Table and set 'Active is true'.

      Notice that the 'AND', 'OR', 'X' buttons are not visible and there's no horizontal scroll bar.

      Process Automation Designer

      PRB1430651

      'Create Record' errors out in a process
      1. Create a process with 'Create Record Activity'.
      2. Run the process.

      'Create Record' is in the error state in today's executions, and the process is still completing successfully.

      Process Automation Designer

      PRB1434135

      Change the 'Getting Started' URL under 'Process Automation' in the left-side nav to use the Context Doc URL API
      1. Navigate to Process Automation > Getting Started.

        Notice that the URL is hard-coded.

      2. Click the Getting Started module.

      Notice that the link redirects to a list of documentation topics on docs.servicenow.com.

      Process Mining

      PRB1437550

      The navigation from Performance Analytics to Process Optimization takes up to 3 hours for each breakdown for 9k records The performance issue is worse if users include 'Assigned to', as there could be many agents in a contact center.

      Project Management

      PRB1435432

      The 'Replace User' functionality is not working on the Resource Allocation Workbench Unable to perform the 'Replace User' functionality on the Resource Allocation Workbench after upgrading to Paris.

      Project Portfolio Management

      PRB1437171

      The track page timeline view loads indefinitely in a Paris instance
      1. Create scenarios with one confirmed plan.
      2. Click the Track tab.

      Observe that the timeline view doesn't load, and the loading mask revolves indefinitely.

      Reporting

      PRB1410437

      Grouping by fields of the type 'Other Date' (internal_type=date) presents no records

      Reporting

      PRB1414707

      The HR Reports tab list does not have an accessible name On the Reports page, when the user navigates to the entire tab 'My reports.Group, Global, All', VoiceOver is not announcing it as a tab group.


      1. Install the Human Resources: Core plugin.
      2. Navigate to HR Dashboard and Reports > Reports.
      3. Enable Voiceover (cmd+fn+F5).

      Expected behavior: An accessible name should be provided for the tab list 'My reports.Group, Global, All' before announcing each tab.

      Actual behavior: When VoiceOver moves from the navigation header 'Reports' to 'My reports.Group, Global, All', it is not announcing that it entered the tab list.

      Reporting

      PRB1414975

      The Reports homepage Blank/Empty column header does not have an accessible name VoiceOver states the column header as blank in the report homepage on a Safari browser.

      Reporting

      PRB1421137

      VoiceOver returns only the value on single score reports
      1. Install the Human Resource: Core Plugin (com.sn_hr_core).
      2. Navigate to HR Case Dashboard.
      3. Enable VoiceOver.
      4. Use VoiceOver on Open/Assigned Case, High Priority Cases, or SLA Breached Cases Reports.

      Expected behavior: There is contextual meaning for the value to understand for VoiceOver users.

      Actual behavior: VoiceOver for the single score report value mentions only the value. For example, if the value is one, VoiceOver says '1'.

      Reporting

      PRB1424263

      KB0863551

      Increase in log volume after the Paris upgrade
      1. Enable aliases on an instance (glide.report.enable_alias_config).
      2. Create a list report that has 'Apply alias' set to true.
      3. Create a dashboard and add the report to it.
      4. Save the report.
      5. Disable aliases on the instance via the system property glide.report.enable_alias_config.
      6. Run the list report in the dashboard and look at the logs.

      Reporting

      PRB1431162

      KB0860142

      In reports, variables cannot be selected from dot-walked fields to add to the query selector in Orlando and Paris

      Refer to the listed KB article for details.

      Service Catalog: Mobile

      PRB1429177

      KB0861147

      The Popular Services applet is not working in the Now Mobile app The Popular Services applet does not show any records in the Now Mobile app. Also, the list v_st_popular_item.list doesn't return any records.
      1. Access the instance on the desktop.
      2. Navigate to sc_req_item.list.
      3. Empty the Item field for one of the records that is created in the last 12 months.
      4. Navigate to sc_item_produced_record.list.
      5. Empty the Producer field for one of the recent records created in the last 12 months.
      6. Log in to the instance on the Now Mobile app.
      7. Navigate to Services > Popular Services.

      Expected behavior: The Popular Services applet should show the record and v_st_popular_item.list should return the records.

      Actual behavior: The Popular Services applet doesn't show any records and v_st_popular_item.list doesn't return the records.

      Service Catalog: Service Portal Widgets

      PRB1415342

      While ordering an item through the portal, a page saying 'Your cart is empty' appears before showing the order summary The 'Your cart is empty' page is momentarily shown during the checkout process.
      1. Log in as an admin.
      2. Navigate to the portal.
      3. Select the 'Mac Laptop' or 'Apple Mouse' catalog item.
      4. Supply the required info.
      5. Click the Add to Cart button.
      6. Click View Cart.
      7. Click the Checkout button.

      Notice that the 'Your Cart is empty' page is shown before the final 'Thank You' page.

      Service Catalog

      PRB1431912

      Infinite loop causes a stack overflow for StaleCategoryCache Finder.java: getStaleCacheNames() This issue occurs only when 'cascade delete' happens on a category table due to a location field or if a multi CRUD is performed. Even if the errors appear, the main thread recovers and continues functioning. This causes the category records not to be flushed and some users may see stale data.

      Delete any location record (cmn_location most likely affects other tables). Despite the record being deleted, there is a stack overflow and reference fields on related records are not cleared.

      Service Mapping

      PRB1410605

      Double-clicking the icon of a tag-based service icon in a parent service map does not open the tag-based service map
      1. Navigate to CSDM/Application Service.
      2. Select New and create a tag-based service.
      3. Create an application service and select Manual population method.
      4. Add the tag-based service created in Step 2.
      5. Open the map of the service created in Step 2 and double-click the icon of the tag-based service.

      Observe that nothing happens.

      Service Mapping

      PRB1428023

      KB0860934

      Candidates might not be populated correctly in case there are several CIs with the same name
      1. Create many tagged CIs with the same name and the same tags.
      2. Generate service candidates.

      Service Portal

      PRB1298318

      Pasting text from MS Office to the community TinyMCE editor results in an image being pasted instead of text The issue is with the TinyMCE editor on Service Portal applications.

      Service Portal

      PRB1423261

      Service Portal breadcrumb widget breaks the display If the breadcrumb widget is in the same container as another widget (for example, the form widget), the display layout is incorrect. The display was correct in Orlando, but not in Paris.
      1. Create a Service Portal page (breadcrumbtest).
      2. Add one container and put the breadcrumb widget on its own row.
      3. Add a second row containing the form widget in the same container.
      4. Display the page '/sp?id=breadcrumbtest&sys_id=85071a1347 c12200e0ef563dbb9a71c1&table=incident&view=sp'.

      Service Portal

      PRB1430584

      KB0859467

      Extra line appearing in the glide_list field of the form widget in Service Portal
      1. Log in to a Paris base instance.
      2. Configure form layout of incidents.
      3. Switch the view to Service Portal.
      4. Add a field of type 'glide_list' referencing 'sys_user' users list.
      5. Save the form layout.
      6. Open any active incident in Service Portal as follows: [instancename].service-now.com/sp?id=form&table=incident&sys_id=%5b[sys_id]
      7. Try adding values to the above field created.

      You will see an extra line space while adding and after adding values in the glide_list field.

      Slushbucket

      PRB1416748

      KB0860583

      Clicking Enter in the slushbucket's filter shows the previous form from the related list Clicking Enter in the slushbucket's filter shows the previous form from the related list starting from Orlando.

      Refer to the listed KB article for details.

      Software Asset Management Professional

      PRB1428451

      In ILMT integrations, the import job is pulling delta installs using the computer system offset from the connection setup Full data should be pulled for installs, usage, and delta data only for inventory using the system offset. Software usage data should be complete on every import, while inventory data should still come from a delta pull driven by the computer offset property on the ILMT setup page. The integration currently pulls only delta data for everything.
      1. On the instance, activate the Software Asset Management Professional for IBM (com.sn_samp_ibm) plugin.
      2. Set up the ILMT integration.
      3. Create an ILMT connection.
      4. Run the ILMT scheduled import.
      5. Run the ILMT schedule import again.

      Notice that the offset of software installation data from the ILMT Software Instance (imp_samp_ilmt_sw_instance) table uses the computer_system_offset value that you specified when creating the ILMT connection.

      Software Asset Management Professional

      PRB1433500

      Software reconciliation is failing after upgrading to Paris due to a SAP plugin error After upgrading the instance from New York to Paris, the software asset reconciliation job is failing with an error related to the SAP plugin. This applies to users who do not have the SAP plugin activated.
      1. Request a New York instance.
      2. Activate SAMP (com.snc.samp) with demo data.
      3. Navigate to Software Asset > Reconciliation > Run Reconciliation.
      4. Run reconciliation and verify that reconciliation is completed.
      5. Upgrade the instance to the Paris version.
      6. Navigate to Software Asset > Reconciliation > Run Reconciliation.

      Observe that reconciliation fails. The SAP plugin should not be installed.

      Software Asset Management Professional

      PRB1435750

      Users are unable to create SSO directory integrations when impersonating a sam_integrator user SAM integrators should be able to create directory integrations.
      1. Create a user with the sam_integrator user role.
      2. Impersonate the sam_integrator user.
      3. Try to create a directory integration for an SSO provider.

      Software Asset Management Professional

      PRB1439334

      The Microsoft Azure AD – Download Users directory job fails when the Microsoft Azure AD – Download Groups directory jobs executes first The Microsoft Azure AD – Download Groups and Microsoft Azure AD – Download Group Membership directory jobs should run on-demand after the Microsoft Azure AD – Download Users directory job completes.
      1. On a Paris instance, activate the Software Asset Management Professional (com.snc.samp), Microsoft Azure AD Spoke for IntegrationHub (com.sn.azure_ad.spoke), and Remote Directory Sync [com.snc.remote_directory_sync] plugins.
      2. Create and publish an integration profile for Azure AD.

      Notice that the Microsoft Azure AD – Download Users directory job fails when the Microsoft Azure AD – Download Groups directory job executes first.

      Transaction and Session Management

      PRB1419663

      TinyURL causes slowness when loading forms if the before query business rules make GlideRecord calls When loading up a form that uses a TinyURL because of a before query business rule, the user sees excessive slowness.

      UI Components

      PRB1436643

      Read-only fields with multi-lines are not resizable
      1. Navigate to the 'glide-form-controls' demo app.
      2. Click the Read-only checkbox on the left to make all the components read-only.

      Observe that you cannot resize the text area.

      Update Sets

      PRB1432139

      Dropping child tables without sys_class_name results in no label Update set preview prevents problems with dropping children of tables without sys_class_name. The update is skipped. However, when this happens, the child table's label is erased.

      User Experience Engineering

      PRB1422977

      Email recipients are not showing in the Calendar History in Japanese This issue is also reproducible in English when i18n debugging is enabled.

      VA-Conversation Server

      PRB1412230

      Allow more granular, scripted control of the cancel button

      VA-Conversation Server

      PRB1427885

      A guest user can create a conversation for a logged-in user if the user logs out with the chat window open
      1. Log in to the instance.
      2. Navigate to the web client and start and finish a chat, leaving the chat window open.
      3. Open another tab in the same browser window and log out.
      4. Navigate back to the browser tab with the chat window open in step 2 and click + to start a new conversation.

      The chat window is stuck and a conversation is created with the logged-in user's consumer account. An interaction is created with open_for as Guest.

      VA-Designer

      PRB1424017

      A 'vaSystem' not defined error appears while previewing 'Test Any Topics'
      1. Log in to the instance.
      2. Navigate to Virtual Agent > Designer > Test Active Topics.

      Notice the error in the logs: 'vaSystem is not defined'.

      VA-Designer

      PRB1435651

      The utterance linked to the topic 'Update Assigned Task' is not working and shows the 'I am having technical issue' message
      1. In Orlando, install the com.glide.cs.chatbot and sn_itsm_va plugins.
      2. Navigate to General Settings and turn on ServiceNow NLU.
      3. Publish 'UpdateAssignedTask' and 'PrinterIssues' intents and topics.
      4. In the topic list page, click Preview Active Topics and enter 'add a comment'.

        Notice that it works as expected.

      5. Upgrade the instance to Paris, and click Test Active Topics.
      6. Enter 'add a comment'.

      Expected behavior: It should work as expected.

      Actual behavior: It shows the 'I am having technical issue' message.

      VA-Web Client

      PRB1431532

      Guest chat should retry sending before asking users to click to retry
      1. Open the Virtual Agent web client.
      2. Connect to a live agent.
      3. Disconnect your WiFi.
      4. Attempt to send a message.

      Notice that the retry message appears immediately.

      Virtual Agent Platform

      PRB1404593

      The plugin com.snc. bot_install_ui has an invalid scope sys_id If an instance currently has one of the following apps active, other apps are no longer available on the instance to install: IT Fundamentals Dashboard (com.sn_apphealth), Knowledge PA Scoped App (com.snc.pa. knowledge), and Service Now Chatbot Admin Screen (com.snc.bot_install_ui).
      1. Activate the sn_health or com.snc.pa.knowledge app on the instance.
      2. Restart the instance nodes.

      The com.snc.bot_install_ui app is no longer available on the instance.

      Virtual Agent Platform

      PRB1428672

      Add client version data to the session request response

      Virtual Agent Platform

      PRB1438384

      The outbound token field for the Sender action is not getting populated The outbound token field used for outbound authorization in the REST call is not getting populated.
      1. Create a record in the hash_message_verification table.
      2. Create a record in the message_auth table.
      3. Attach the record to Service Channel Provider Identity.

      You should see the outbound_token value getting populated with the record created, but this is not the case.

      Visualizations

      PRB1435566

      Sn-component-visualization is not supporting '0' on single scores When sending a charts data API request for a single score that doesn't have a value, score widgets should display '0', but the chart renders the text as 'No score'.

      Visual Task Boards

      PRB1417095

      The card does not move back to the 'No assigned to' column after unassigning a card until a refresh
      1. Open a board on incident by 'Assigned to'.
      2. From the 'No assigned to' column, assign a user to a task.
      3. Open the task from the lane.
      4. From the card details view, unassign the user from the card.

      The card is not moving to the 'No assigned to' column until a refresh.

      Visual Task Boards

      PRB1418803

      'Unknown error has occurred' is displayed when updating 'Assigned to'
      1. Open guided board incidents by 'Assigned to'.
      2. Select a card from 'No assigned to'.
      3. Update the primary assignee by adding a user from the panel for which there is no lane yet on board.

      Expected behavior: There is no error and the card remains in the same lane.

      Actual behavior: An unknown error is displayed.

      Web Services

      PRB1434311

      Unable to download the attachment using Chrome where the file name contains the comma symbol If users try to download an attachment that has a comma in the name using the REST Attachment API through Chrome, they will see the error: 'This page isn't working. INSTANCENAME.service-now.com sent an invalid response. ERR_RESPONSE_HEADERS_ MULTIPLE_CONTENT_DISPOSITION'.
      1. Create a file named 'test,.txt' (no quotes) and put in any text.
      2. Open an incident and attach the file 'test,.txt'.
      3. Open sys_attachment.list and get the sys_id of the file you attached.
      4. Try to download the file using the REST Attachment API GET method in Firefox.

        Notice that 'test,.txt' is successfully downloaded.

      5. Try to download the file using the REST Attachment API GET method in Chrome.

      Notice that the error appears.

      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 Patch 2
      • Paris Patch 1 Hotfix 6
      • Paris Patch 1
      • Paris security and notable fixes
      • All other Paris fixes

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