MID Server

PRB1320637

Persistence

PRB1307843

KB0719288

1. Run an ATF test that creates or updates a large quantity of data.
2. At the end of the test, while the lengthy rollback is taking place, attempt to preview/commit an update set.

Observe that the system will not allow you to do so.

Field Service Management

PRB1442707

KB0864702

Refer to the listed KB article for details.

Discovery

PRB1358510

KB0781931

Refer to the listed KB article for details.

Database (I/f)

PRB1385423

MID Server

PRB1422626

KB0855251

1. Create a user account on a Windows machine.
2. Add the user to the administrator group.
3. Log in as the account to the Windows machine.
4. Run the MSI installer and attempt to provide it with a (different) non-admin account with 'Log on as service' right.

Expected behavior: The service account check completes successfully.

Actual behavior: An error occurs saying that the account does not have 'Log on as service' right.

MID Server

PRB1442194

Activity Stream

PRB1442262

1. In Paris, navigate to sys_user.list.
2. Find a sys_user record for admin and provide the account with a password.
3. In a mobile browser, log in to the instance as admin.
4. Navigate to /sp.
5. Scroll down and tap an open incident.

Expected behavior: There should be a gray vertical line that connects all the timeline badges on the left.

Actual behavior: The gray vertical line appears in the middle of the form and does not connect the timeline badges on the left.

Advanced Work Assignment

PRB1413067

Navigate to Advanced Work Assignment > Reject Reasons > Time Out.

Notice that the Reassignable field is read-only.

Advanced Work Assignment

PRB1427595

1. Enable Agent Chat, and enable 'timeout reassign' in the assignment rule.
2. Start an upgrade.
3. While the upgrade is in progress, initiate a chat from a client, and do not accept from the agent.
4. Check the sys_trigger record of the AWA work item 'TimeoutJob'.

Expected behavior: Upgrade_safe is true, and the timeout job is processed at the next action time.

Actual behavior: Upgrade_safe is false, and the timeout job is not processed until the upgrade is finished. This affects the timeout, idle reminder, and disconnect jobs.

Advanced Work Assignment

PRB1434654

1. Log in as admin.
2. Navigate to Studio > Create application.
3. Complete the name, description, and select the workspace.
4. Navigate to the URL of the customized workspace.
5. Using inspect tools, check the graphQL calls from the network.

Expected behavior: The graphQL of the read agent presence state should be once every minute.

Actual behavior: Two inboxes are showing and a large number of graphQLs are called.

Advanced Work Assignment

PRB1435077

1. Initiate the chat between a user and an agent.
2. As the user, upload an attachment.
3. During the upload, as the user, send a message.

Notice two loading buttons, but they are not aligned on the user's web client.

Advanced Work Assignment

PRB1441714

1. Set the sys_property glide.cometd. websocket.enabled to false.

   This prevents AMB from using websockets to maintain a connection.

2. Log in as an agent and navigate to the workspace.
3. In the Chrome console, set the network to offline.
4. Wait for the AMB disconnect event, then set the network back to online.
5. Create a chat and request a live agent.

The work item does not show up, even though it is assigned on awa_work_item.

Agent Chat

PRB1431875

1. In Agent Chat, accept an incoming chat request.
2. Disconnect internet.
3. Send a message.

Notice that the retry message immediately appears.

Agent Chat

PRB1443078

1. Set the com.glide.cs.start_idle_timeout _after_agent_response sys property to true.
2. Start a conversation with an agent and wait 6 minutes.

Expected behavior: The chat does not time out.

Actual behavior: The chat times out.

Agent Chat

PRB1444542

1. Set the com.glide.chat.api_version property to '1.0.0'.
2. Create a situation where live_group_profile insertions take longer than 5 seconds.
3. Open a chat window as a requester and route to a live agent.
4. As an agent, accept the work item right away.

Expected behavior: A working chat window opens and the conversation can proceed.

Actual behavior: The agent is not added as a member of the live_group_profile, and workspace cannot load a working chat window. In Orlando, users may see that the chat window appear the , but with errors indicating the agent cannot send messages.

Agent Workspace

PRB1414869

KB0832143

Refer to the listed KB article for details.

Agent Workspace

PRB1437104

KB0862498

1. In a base instance with demo data, navigate to the incident_task table: incident_task.list.
2. If there are no records, create a record.
3. Navigate to the dictionary record for incident_task (collection type) and generate the text index for incident_task.
4. Make sure that the keyword search is working to prove that the record was indexed.
5. Confirm that the global search on the UI shows the result.
6. Add a search source on Agent Workspace by navigating to Workspace Experiences > Administration > Search Sources.
7. Select Add New and enter Name: Incident Task and table: incident_task.
8. Navigate to Agent Workspace Home and search for the incident_task table record created in step 2.

Expected behavior: The search result for the record is shown in Agent Workspace.

Actual behavior: An Internal Server Error (500) is thrown.

Agent Workspace

PRB1442644

1. Log in to an instance.
2. Run the upgrade to Paris.

During the upgrade, notice that the form doesn't load and the GraphQL request throws an error.

Agent Workspace

PRB1446729

1. Open the cmdb_ci.list table.
2. Apply the filter on 'name' 'is one of'.

   The tiny URL is created.

3. Navigate to the last record, 1829.
4. Open the record.
5. Click the navigation bar 'up' arrow.

Expected behavior: 1828 should be shown.

Actual behavior: The record 671 is shown. The records you view from 672 onwards are all pointing to 671 record only.

Agent Workspace

PRB1447064

KB0864149

1. Enable the Glide Virtual Agent, Advanced Work Assignment, and Agent Chat plugins.
2. Log in as admin.
3. Set all the fulfiller UI to 'Agent Workspace'.
4. Add the Virtual Agent Service Portal widget to the homepage of the '/sp' Portal.
5. Log in as an agent on the Workspace UI on Windows.
6. Set the state to available.
7. Switch to Microsoft Pinyin.
8. Log in as another user.
9. Start a chat via VA on the '/sp' portal.
10. Accept the chat.
11. Type Chinese characters via Microsoft Pinyin.

Expected behavior: Chinese characters should be entered into the chat message.

Actual behavior: A mix of English and Chinese characters are entered into the chat message.

Agile Development

PRB1411142

AI Search Glide

PRB1440960

1. Make sure that geo location is enabled on the search portal.
2. Perform a typeahead search (for example, 'Windows').

   Notice that a pop-up requesting the user's location appears on Service Portal.

3. Ensure that Windows location services are active on your system.
4. Navigate to Service Portal > Service Portal Home.
5. In the browser notification asking to allow use of your location, select Allow Once.
6. Click Request Something on the portal homepage.

Observe how the browser freezes and you are unable to continue.

Antivirus Scanning

PRB1431025

1. Provision a datacenter instance with multiple nodes.
2. Upgrade the instance to support zero downtime scenarios.
3. Install the Agent Chat plugin with demo data.
4. Configure the instance to work with Agent Workspace.
5. Start a conversation between an agent and a guest.
6. Begin an upgrade for the datacenter instance.
7. During the upgrade window, keep sending attachments from the agent to the guest.

Notice the error message saying that the virus scan is not available.

Application Navigator & Banner Frame

PRB1418782

KB0858162

1. Log in to a Paris instance.
2. Navigate to 'sys_user.LIST'.
3. Filter users whose active status is 'false'.
4. Impersonate a user who is inactive.

Expected behavior: Impersonation should not work for inactive users.

Actual behavior: You are able to impersonate inactive users.

Application Portfolio Management (APM)

PRB1445250

Archiving

PRB1442718

1. Shard sys_archive_log in a pre-Paris instance.
2. Confirm that archiving adds entries to the shard database and look for insert queries on the sharded database.
3. Upgrade the instance to Paris.
4. Redo archiving for any table and confirm that the insert queries go to the primary database.

The selects go to the gateway shard database.

Authentication

PRB1437702

Automated Test Framework

PRB1414126

KB0832273

Refer to the listed KB article for details.

Automated Test Framework

PRB1415901

KB0861744

Refer to the listed KB article for details.

Automated Test Framework

PRB1418619

KB0860683

1. Create a custom workspace.
2. Navigate to Studio > Create Application.
3. Input any name and click Create.
4. Select any role and click Continue.
5. Select Workspace and click Continue.
6. Click Done with Table, then Start.
7. Click Continue and select Single Page Navigation and click Continue.
8. When it's done, click Open.
9. Navigate to Automated Test Framework > Test module.
10. Click New, input any name, and save.
11. Click Add Test Step, navigate to 'Form', select Open an Existing Record, and click Next.
12. Set the form UI to the custom workspace created above, the table to 'incident', select any record from the incident table, and submit.
13. Click Run Test.

Expected behavior: The test should succeed and should open a record in the custom workspace.

Actual behavior: The test fails with an output that is similar to 'The page you are looking for could not be found.'

AWA: Routing and Assignment

PRB1418705

1. Confirm that Agent Chat is configured on the instance.
2. Navigate to the ACL, check 'Admin overrides', and save the changes.
3. In awa_reject_reason_list.do, open timeout and set 'Reassignable' to true.
4. Navigate to awa_assignment_rule_list and open the chat assignment rule.
5. Make sure 'After timeout presence' is set to 'Away'.
6. In one browser, log in as an agent and make yourself available.
7. In another browser, log in as a user, navigate to the portal, and start a chat.
8. Have the agent wait for the chat to time out.

Expected behavior: If the user times out, they should not get a case assigned.

Actual behavior: When it times out, a chat gets offered to the agent again as well as getting put in the 'Away' state.

Benchmarks Application

PRB1434256

Benchmarks currently has a restriction that limits the collection of historical data to 6 months. Users can use the Benchmarks Historical Data Collection job to manually set the number of months for which they want to collect Benchmarks historical data.

For more information, refer to Use Benchmarks data for value management analysis.

Change Management

PRB1442206

Cloud Provisioning and Governance (CMP)

PRB1374628

KB0861891

Refer to the listed KB article for details.

Cloud Provisioning and Governance (CMP)

PRB1409944

1. Navigate to the table cmdb_ci_endpoint_block.
2. From the record context menu, select History > List.
3. Filter for 'Label' = 'Name' and 'Host'.

Observe that the RG value is flipped from lowercase letters to capitals daily on every run of discovery. This is causing unnecessary DB operations.

Cloud Provisioning and Governance (CMP)

PRB1448471

1. Run discovery on AWS and Azure.
2. Execute the CMPdailyNodeCount scheduled job.
3. Run the same job multiple times.

The previous records in the sn_cmp_node_count table are not deleted.

Condition Builder

PRB1413563

Configuration Management Database (CMDB)

PRB1378637

Configuration Management Database (CMDB)

PRB1403545

1. Create an instance with several million CIs in the CMDB.
2. Navigate to CMDB Dashboard > CMDB View > CMDB Health.
3. Select the list.
4. Select Windows Server or another CI.

Notice that the dashboard takes some time to load and some widgets may time out.

Configuration Management Database (CMDB)

PRB1444991

KB0863925

Refer to the listed KB article for details.

Configuration Management Database (CMDB)

PRB1449059

KB0866331

Refer to the listed KB article for details.

Connect Chat

PRB1421797

Contextual Search

PRB1446549

1. Create an additional resource of type script.
2. Add script.name to call the scoped app script include.
3. Configure the table configuration to add an additional resource.
4. Navigate to the incident page.
5. Choose the additional resource from 'Related Search Results'.

Expected behavior: You should see the search results.

Actual behavior: Nothing is showing up.

Core Platform

PRB1436154

1. Create a data source with a JSON with four levels nested payload.
2. Call IntegrationStudio ScriptableApi.getSampleData with the data source to get sample import set ID and sample source data.
3. Call IntegrationStudioScriptableApi. schemaFromSampleData with the import set ID.

Expected behavior: The interface level should have owner and phone fields.

Actual behavior: The owner and phone levels are missing. If you delete the import set table, import the set itself, and rerun the steps, the schema is still missing the third and fourth levels.

Core Platform

PRB1444267

Customer Service Management

PRB1415197

Customer Service Management

PRB1443938

1. Log in the workspace as an agent.
2. Click List.
3. Click My Interactions under 'Interactions'.
4. Open any of the interaction records and click the Customer Information tab.

Observe the score cards.

Customer Service Management

PRB1445265

1. Install the CSM demo data plugin.
2. Change the admin timezone to a timezone other than GMT (for example,'System (America/Los_Angeles)').
3. Create a case or any other entity on behalf of a user.

   Notice the created time of the case.

4. Install Customer Central.
5. Run the fix script 'Create Activities for last N days data'.
6. Navigate to 'Activities' and check the Created field of the activity for the case.

Expected behavior: The case's 'created' time in the activity table should be the same as the 'created' time of the case in the case table.

Actual behavior: During the fix script run, the case 'created' time in the activity table is generated only in the GMT timezone. When the admin is in another timezone, the activity 'created' time becomes different from the case 'created' date. As a result, activities created through the fix script are not showing in the activity tab.

Discovery

PRB1410691

KB0853053

Discovery

PRB1421483

Discovery

PRB1430051

Discovery

PRB1433712

Discovery

PRB1436135

Discovery

PRB1437845

KB0862366

1. In a Paris instance, use MID Server to process jobs like LDAP or other commands via the ECC queue.
2. Make sure the plugin com.snc. pattern.designer (Pattern Designer) is not active.

You should see errors from the ECC queue input: '*** Script SensorProcessor failed for ECC queue record "sys_id" - ReferenceError: "DiscoveryPageManager" is not defined.'

Discovery

PRB1438111

Discovery

PRB1448131

1. Use a device with multiple classification ports.

   For example, SSH, SNMP, or HTTP:.

2. Make sure that there are no credentials for this device.
3. Kick off the discovery schedule.

Email

PRB1438459

Email

PRB1441731

Email

PRB1445563

Email

PRB1446771

Event Management

PRB1389327

1. Open an instance with the Event Management plugin installed.
2. Create an alert in the em_alert.list.
3. Open the Top Priority list under alerts in a separate tab.
4. Create an alert in the em_alert.list.

The list does not refresh. If you perform the same actions with an Orlando instance, it is refreshed automatically.

Event Management

PRB1406252

KB0826332

Refer to the listed KB article for details.

Event Management

PRB1415821

1. Create a service map with app service X dependent on app service Y.
2. Create an alert against service Y.

Observe in operator workspace that service Y is not lit up, but service X is. Observe in the service map that service X and Y are both lit up by the alert.

Event Management

PRB1417087

Event Management

PRB1434272

Event Management

PRB1440842

KB0866934

Refer to the listed KB article for details.

Event Management

PRB1447902

Field Service Management

PRB1417127

1. Install the Walk-up Experience plugin.
2. Add the Online Check-in experience widget to a portal page.
3. Schedule an appointment.
4. In the user profile, change the date format.
5. Reload the page.

Expected behavior: The date should not repeat itself.

Actual behavior: The date repeats itself.

Field Service Management

PRB1432554

1. Enable screen readers (NVDA/JAWS) in an Edge Chromium or Chrome browser with valid credentials.
2. Open the 'Service Portal-Core Services Engineering' homepage.
3. Navigate to the 'Get Support' control and activate it.

   The 'Get support' page opens.

4. Navigate to the 'Visit a tech link' control and activate it.

   The 'Visit a tech link' page opens.

5. Select Country (United States).
6. Navigate to the 'Schedule an appointment' link and activate it.
7. Navigate to the 'Select an appointment' control and activate it.
8. Navigate to the 'Calendar' control and activate it.
9. Navigate to the Next control in the calendar section.

The name and role are not defined for the Next controls in the calendar section.

Field Service Management

PRB1444449

1. Log in to the system using the Brazilian Portuguese language.
2. Open the walk-up online check-in page.
3. Click the Selecionar um compromisso field.

The date field is not translated.

Financial Management

PRB1428783

1. Navigate to Financial Modeling > Workbench.
2. Choose the cost model and working period.
3. Run through the data cleansing and bucketing.

When you click Allocation Setup, it is unresponsive for several minutes and then shows errors.

Flow Designer

PRB1404497

1. Create a catalog item and associate a flow.
2. Create a service catalog flow where the service catalog trigger type is set as 'Run flow in foreground'.

Expected behavior: The flow context XML should denote the attribute as 'foreground'.

Actual behavior: The flow context XML shows the XML attribute as 'background'.

Flow Designer

PRB1405657

KB0854533

Refer to the listed KB article for details.

Flow Designer

PRB1410941

KB0829015

Refer to the listed KB article for details.

Flow Designer

PRB1411224

1. Create a flow and a subflow, and set the subflow input name to 'current'.
2. Execute the flow.
3. Click the Executions UI action.

Expected behavior: The flow execution pages show the current flow executions.

Actual behavior: The flow execution page shows loading and never opens the flow executions.

Flow Designer

PRB1415829

Flow Designer

PRB1430176

1. Create a service catalog flow which updates an RITM.
2. Before the update, set a stage to 'Request Cancelled'.
3. Create a catalog item that triggers the flow.

Notice that the flow errors out, and the update action results in the error message 'Transaction cancelled: manually by system'.

Flow Designer

PRB1438284

KB0862334

Refer to the listed KB article for details.

Flow Designer

PRB1439445

KB0861934

Refer to the listed KB article for details.

Flow Designer

PRB1441759

Flow Designer

PRB1443148

Issue 1:

1. Provision an instance with an Oracle DB.
2. Log in as admin.
3. Navigate to sys_user and create a user.
4. Assign the action_designer or flow_designer role and submit.

In the Roles tab, (empty) string shows if the inheritance count is 0. Also, the Role column should be the first column.

Issue 2:

1. Log in as admin and create two users, one with the action_designer role and the other one with the flow_designer role.
2. Log in as action_designer.

   You cannot see Save and other buttons in Flow Designer.

3. Log in as flow_designer.

No flow triggers can be found and you can't see Save and other buttons.

Flow Designer

PRB1443243

Flow Designer

PRB1448540

Forms and Fields

PRB1424324

Forms and Fields

PRB1425247

KB0863438

Refer to the listed KB article for details.

Forms and Fields

PRB1433969

KB0864560

Refer to the listed KB article for details.

Forms and Fields

PRB1437134

HTML Editor

PRB1424202

KB0861200

1. Navigate to a form that has HTML fields, for example, sla.do or kb_knowledge.do.
2. Add a large amount of content in the HTML field.
3. Save the record.
4. Open the saved record.

Expected behavior: The expansion should be large enough to see the content.

Actual behavior: You can see an HTML content frame that has less space and have to expand it manually.

Human Resources Service Management

PRB1391703

1. Navigate to Onboarding > Activity Sets.
2. Create a notification as part of the activity set.
3. Create a case that executes the life cycle.

Notice that it does not trigger the email. You can search the email logs after it is triggered, but you will not see the subjects there.

Human Resources Service Management

PRB1406617

KB0861598

Refer to the listed KB article for details.

Import / Export

PRB1421414

Import / Export

PRB1434384

KB0860658

1. Run an export set via a MID Server.
2. Inspect the ecc_queue records with topics StreamPipeline and ExportSetResult.

You see the StreamPipeline output is missing <parameter name='skip_sensor' value='true'/> in the parameters, and the ExportSetResult input is error state and no sensors defined, despite the result within the payload being successful.

Instance Data Replication feature

PRB1433180

IntegrationHub

PRB1417621

KB0852831

Refer to the listed KB article for details.

MID Server

PRB1411840

MID Server

PRB1419594

KB0853593

Refer to the listed KB article for details.

MID Server

PRB1429673

Run a discovery against devices on a network. If your antivirus is receiving constant updates on new malicious attacks, it may flag this file as malicious.

MID Server

PRB1433663

MID Server

PRB1435863

KB0861098

Refer to the listed KB article for details.

MID Server

PRB1435936

KB0861621

Notice that WMI - Classify fails with the error: 'The result file \\[IP address]\admin$\ temp\psscript_output_[GUID].txt can't be fetched because it doesn't exist'.

Mobile Platform

PRB1415370

1. Log in as admin.
2. Impersonate a user.
3. Do nothing for about 3 minutes.
4. Add a note to an incident.

Expected behavior: The note should be added as the impersonated user.

Actual behavior: The note is added as the admin user.

NLU Model Builder

PRB1432906

On-call Scheduling

PRB1407426

1. Create coverage for User A.
2. Log in as User B for the same shift.
3. Check the upcoming shift for User B.

User A's shift shows up.

Operational Intelligence

PRB1424165

Patterns

PRB1433483

Performance Analytics

PRB1393955

Performance Analytics

PRB1444826

Persistence

PRB1417225

1. Configure dynamic routing to apply to background threads.
2. Observe that the server-side query timeout is applied to big thread queries.

As a result, app tier CPU is elevated on a busy instance.

Persistence

PRB1441582

KB0863087

Refer to the listed KB article for details.

Platform Licensing

PRB1433269

1. Set up licenses for platform runtime and App Engine.
2. Create a custom app and tables and allocate that app to the App Engine license.
3. Create PR custom tables-based PR conditions (irrespective, this table is mapped to a subscription).

Only the users with PR roles for the PR tables should roll up to the PR license.

Platform Licensing

PRB1444626

Platform Licensing

PRB1444651

Platform Licensing

PRB1446169

KB0864730

Refer to the listed KB article for details.

Platform Performance

PRB1436418

1. Disable AMB in an instance by setting the system property glide.amb.active to false.
2. Navigate to a record with an activity stream (for example, the default view of incident.do).
3. Open the network tab in the developer tools.

Notice that /angular.do list_history and get_new_entries transactions are sent to the instance every 2 minutes.

Platform Security

PRB1444580

1. Provision an instance with the Edge plugin (for example, com.glide.edgeencryption).
2. Check the console log for an error.

Playbook - Workspace UI

PRB1446961

1. Activate the com.pad_experience_demo plugin.
2. Insert an interaction record with a short_description that starts with 'PLAYBOOK:' to trigger the playbook.
3. Open the playbook from Agent Workspace and expand the activities under the stage.

The nested horizontal accordion lines should not be displayed.

Playbook - Workspace UI

PRB1447670

1. Assign the playbook_experience.admin role to a user (for example, 'Abel Tuter').
2. Impersonate Abel Tuter.
3. Navigate to Playbook Experience > Activity Actions and create a record.
4. Select a table or leave 'Global' as the default for the Table field.
5. Click Add Filter Condition in the Client Conditions field in the 'Conditions related record' tab.

Expected behavior: The condition field selector should be generated when the new page is loaded after step 4.

Actual behavior: No condition field selector generated, and the 'First select a table' message displays after step 5.

Policy and Compliance

PRB1444505

1. Install the 9.0.x version of the Policy and Compliance apps with demo data on an Orlando instance.
2. Create a policy exception.
3. Set the state to 'Risk Assessment' and have watch list users.
4. Upgrade the Policy and Compliance app to version 10.1.x.
5. Open the same policy exception.

Watch list users are deleted and 'Under Schedule Valid From' and 'Valid To' are removed.

Process Automation Designer

PRB1441157

Process Automation Designer

PRB1442723

1. Create an activity and set one of its input fields to a value that contains a new line.
2. Save the change.
3. Try to reorder the activity.

You see the general network error and the activity is not reordered.

Project Management

PRB1442442

1. Create a project (Calculation: Automatic).
2. Set the planned start date to 01/04/2020.
3. Create project tasks.
4. Create a subproject.

   The planned start date should automatically be 01/04/2020.

5. Create subproject tasks.
6. At the subproject level, click Move Project and define a new date to 01/03/2020.

There is no change to any dates in any records.

Project Portfolio Management

PRB1436885

1. Open BIA from a BIA list.
2. Navigate to the dependency assessment tab.
3. Add dependencies by clicking + and edit the cell.
4. Use CTRL+S to save.

Reporting

PRB1431689

Reporting

PRB1437714

1. Navigate to sys_report.list.
2. Open the a report.
3. Click View Report.
4. In the left panel, select 'count' for the Aggregation field, 'incident by caller Location' for the Map this data field and 'World' for the Set map field.
5. Run the report

Expected behavior: Borders lines delimiting the countries should be displayed.

Actual behavior: The world map is displayed without border lines delimiting the countries.

Reporting

PRB1444415

1. Ensure that the system property for users with elevated privileges-only for Alias is turned off (glide.report.enable_alias_config is false).
2. Search for aliases in the navigator.

   Notice that the Alias module is present.

Expected behavior: When the alias feature is turned off with the system property, the module for Aliases should not be available. The field Apply Alias on the sys_report table should not be editable.

Actual behavior: The user is also able to edit the Apply Alias flag via the sys_report table list. This should not be possible.

Reporting

PRB1445394

1. Set the property glide.ui.cache_ control.modern.enabled to true.
2. Invoke WHTPProcessor.
3. Open Chrome dev tools.
4. In the network tab, select a resource download.

Notice the HTTP Response Headers for the resource.

Service Catalog: Service Portal Widgets

PRB1442779

1. Open a Chrome browser or Edge Browser and log in.

   The 'Categories' page is displayed.

2. Run the accessibility insights tool and verify any issues that are raised.
3. Verify whether the required Aria parent role is provided for the list items present in the categories page or not.

The required Aria parent role is not provided for the list items present in the Application Management page.

Service Catalog

PRB1442828

Service Level Agreement (SLA)

PRB1414863

1. Create a custom flow in Flow Designer using the base instance 'SLA Task' trigger.
2. Create a case.

   When the task SLA is created, the flow is not executed.

3. Create the flow in the global scope.

The flow triggers as expected.

Service Mapping

PRB1443969

1. Run discovery.
2. Connect to a trainer and run the AFP job.

Notice that there are only 34 AFP suggestions created, out of the 300 suggested by ML.

Service Portal

PRB1408954

Service Portal

PRB1415421

Service Portal

PRB1440487

KB0862484

Refer to the listed KB article for details.

Service Portal

PRB1441152

1. Log in to a Paris base instance.
2. Create a custom field of type 'journal' for the incident table.
3. Add it to the form.
4. Navigate to Service Portal.
5. Type a value for the new journal field.
6. Click Save.

Expected behavior: The form updates.

Actual behavior: There is a console error: 'TypeError: Cannot read property 'isActionAborted' of undefined OR Cannot read property 'isInsert' of undefined'. Also, the form does not update.

Service Portal

PRB1442775

1. Open a Chrome browser or Edge browser and log in.
2. Navigate to the 'Catalog Categories' page and expand all categories.
3. Run the accessibility insights tool.

Expected behavior: The required Aria child role should be provided for the list items present in the catalog categories page.

Actual behavior: The required Aria child role is not provided for the list items present in the catalog categories page.

Software Asset Management Professional

PRB1413578

Software Asset Management Professional

PRB1428549

The concurrent license consumption data must be monitored over a period of time (90 days) to determine the peak license consumption. In older releases, this calculation was inconsistent. The fix adds logic to process concurrent Citrix license consumption data for the last 90 days to the New York, Orlando, and Paris releases.

You do not need a fix script to create a License Consumption History record for each License Consumption record. The business rule (BR) that triggers for new insertions in the Concurrent License Consumption [samp_concurrent_ license_consumption] table copies data from that table to the License Consumption History table.

Software Asset Management Professional

PRB1438097

1. Create a directory integration for the Okta or Azure AD SSO provider.
2. Publish the profile.

   Notice that records are created for Users, Groups, and Group Membership jobs in the Directory Job Log (directory_job_log) table.

3. Delete the directory integration profile that is created in step 1.

Notice that the records in the Directory Job Log (directory_job_log) table are not deleted.

Software Asset Management Professional

PRB1443221

KB0863568

Refer to the listed KB article for details.

Software Asset Management Professional

PRB1443734

Software Asset Management Professional

PRB1444079

Software Asset Management Professional

PRB1444759

1. Have an installation on a CI which extends the hardware and doesn't come in the hierarchy of computer class.
2. Create 'Per Device' entitlements to license this installation.
3. Verify that the RUB generated shows that the Used by field as empty.

Source Control Integration

PRB1442554

Source Control Integration

PRB1444655

Survey Management

PRB1443850

1. Enable NVDA or JAWS in an Edge Chromium or Chrome browser and log in.
2. Open the 'Assessment Metric Types'.
3. Navigate to the New (Designer) button and activate it.

   The 'Questionnaire Template Designer' page opens in a new tab.

4. Navigate to the Scale button under the 'Controls' tab and activate it.

   The 'Insert Item' dialog appears.

5. Further navigate inside the dialog to the Insert at First button with the tab key and activate it.

   'New Scale' adds up below 'New category' on the main body of the page.

6. Navigate to the Edit Question icon button present near 'New Scale' activate it.

   The 'Properties' dialog opens.

7. Navigate to 'Adhoc Tools' and enable the Tab Stops toggle button.
8. Navigate to the A, B, and C choices button with the tab key.

Expected behavior: The visual focus indicator should be properly visible on the 'Reposition Choice' buttons.

Actual behavior: ​The visual focus indicator is not visible on the 'Reposition Choice' buttons.

Survey Management

PRB1445134

Create a business rule that aborts the creation of a survey instance.

Notice that the message is shown to the user.

Templates

PRB1431866

KB0864135

Refer to the listed KB article for details.

Text Search

PRB1428771

KB0866839

1. Log in to a Paris instance.
2. Open a KB from kb_knowledge.list.
3. Add the meta tag SunLife_ Gaining_Access_to_Systems and save it.
4. Navigate to kb_knowledge.list and search with the keyword SunLife_ Gaining_Access_to_Systems.

   Notice that it does not return any results. However, if you search with SunLife_ Gaining_Access, it returns results. Similarly, if you search with meta, it returns results.

5. Navigate to Service Portal and search for the same.

Notice that it will not return results. But if you search with SunLife_Gaining_Access, it returns results in Service Portal. Check that 'to' is set as the stop word and therefore, it is not returning results. However, in New York, even though 'to' is set as the stop word, it is still returning results.

Transaction and Session Management

PRB1396897

1. Install the Agent Chat plugin.
2. Log in as admin or any other user with the awa_agent role, without the 'Remember me' option selected.
3. Navigate to /workspace.
4. Open the Chrome developer window, and delete the JSESSIONID from the cookie.
5. On workspace, click the list icon to trigger a GraphQL request.

Expected behavior: The GraphqQL request should succeed.

Actual behavior: The GraphqQL request returns with a 401.

Transaction and Session Management

PRB1436562

1. Enable the chat plugin.
2. Navigate to <instanceurl>/$sn-va-web-client-app.do.
3. Open the browser developer tools.
4. Connect to a chat.

   In the network XHR tab, there should be a request for a sync API.

5. Copy it as a URL request and paste in a text pad.
6. Edit the request by removing the JSession cookie and add the '-i' option.
7. Open the terminal and issue the request.

   The response should contain a new JSession cookie.

8. Issue the same request with the new JSession cookie, after a minute.

   The server should return the new JSession cookie, indicating timeout after a minute.

If the glide.ui.treat_browser_as_end_user flag is true, the new session returned in step 7 should be valid for 30 minutes.

UI Action

PRB1449748

1. Install the HR Service Delivery and Domain Separation plugins on a Paris instance.
2. Try to update a user in sys_user.list using the Update button.
3. Navigate back to the user record to see if changes have been made.

UI Components

PRB1417009

1. Ctrl + right-click the data table and select Instance options near the top of the context menu.
2. Check the box for 'Enable filter' and click Save.
3. Click the Filter button.
4. Select and.
5. Click to remove the row.

Notice that the tool tip is showing.

Upgrade Engine Issues

PRB1422843

1. Install a plugin with cache_flush=true on a base instance.
2. Check the sys_cluster_message for the 'new GlidePluginManager() .startPluginFromCluster ([plugin_name]);' entries.
3. Once the plugin is installed, check the sys_cache_flush table.

There should be sys_cache_everything entries from every node. For example, if there are 10 nodes, for every cluster_message entry there will be 10 syscache_everything entries for the plugin installation.

Upgrade Engine Issues

PRB1444703

1. Upgrade an instance within the Paris family.
2. Navigate to sys_response_header.list.
3. Create a record with 'Applies to = Specific Type'.

Expected behavior: The field Type should have UI pages, UXF applications, and Service Portal pages in the list options.

Actual behavior: The field Type does not have any options in the list options.

UX Framework

PRB1445162

1. Set the property glide.ui.cache_ control.modern.enabled to true.
2. Invoke 'Agent Workspace Home'.
3. Open Chrome dev tools.
4. In the network tab, select Home.

Notice the HTTP Response Headers for this page.

VA-Conversation Server

PRB1414822

1. Install Agent Chat and Glide Virtual Agent.
2. Set com.glide.cs.guest_session_resumable=true.
3. As a guest, navigate to $sn-va-web-client-app.do.
4. Select Live Agent Support.

   There is no agent online.

5. Check sys_cs_conversation table.

   The conversation will complete.

6. Refresh the web client.
7. Check the sys_cs_conversation table.

   Two duplicate records are created.

8. Select Live Agent Support.

The conversation will close out because no agent is online. Notice that only one of the duplicate sys_cs_conversation records closes as complete. The other record stays open.

VA-Designer

PRB1420760

KB0854316

1. Log in to a Paris or Orlando base instance.
2. Navigate to Collaboration > Designer.
3. Navigate to Topics - 'Provide Virtual Agent Feedback'.
4. Click Edit Topic Flow.
5. Click Survey topic block.

Expected behavior: The condition should be in the topic block.

Actual behavior: The condition is missing from the topic block

VA-Web Client

PRB1444700

1. Create a custom control from VA designer and use it in a topic.
2. Publish the topic.
3. From the web client, call the topic.

Expected behavior: The page reload should not happen every time the user interacts with a custom control topic.

Actual behavior: Using a slider control topic in this case, when the user clicks the Confirm button, the page is reloaded.

VA-Web Client

PRB1450484

Scenario 1:

1. Start a conversation with an agent as a guest.
2. Disconnect the guest's Wi-Fi.
3. Send a message to the agent.
4. Wait until the message 'failed to send, please try again' to show up.

Notice that the spinner does not go away.

Scenario 2:

1. As a guest, disconnect for longer than 2 minutes.
2. Attempt to send a message.
3. Reconnect to a closed interaction.

   You receive the notification that the conversation has ended.

4. Start a new conversation in the same window.

Notice that the spinner that indicated the failed message is still showing, even when you start a new conversation. You cannot send messages anymore, even to the virtual agent.

Virtual Agent Platform

PRB1432304

1. Open an Edge Chromium or Chrome browsers and log in.
2. Open the 'Service Portal-Core Services Engineering' homepage.
3. Navigate to the Start support conversation button and activate it using the Enter key.

   The Virtual Agent dialog appears.

4. Open the color contrast analyzer tool and select the foreground color and background color.

Expected behavior: The luminosity contrast ratio for the 'Virtual Agent' text should be greater than or equal to 4.5:1.

Actual behavior: The luminosity contrast ratio for the 'Virtual Agent' text is 2.8:1, which is less than 4.5:1.

Virtual Agent Platform

PRB1434359

KB0860649

1. In Orlando or Paris, navigate to Portal.
2. Click the chat icon on the bottom-right corner of the page.

   Notice the greetings message.

3. Click Show Everything and then Virtual Agent Feedback, follow the steps to finish the topic.

   Users should see the End Conversation button as the greetings topic is loaded.

4. Reload the page.

   After the reload, users can see the End Conversation button.

5. Click End Conversation.

   Notice that users don't see the 'Start a new conversation' in the message box. Also, the Start Conversation button is disabled. There is no way to start the conversation.

6. Reload the page and click the chat icon.

   Users can see the greetings message.

7. Click Show Everything.
8. Start the 'Virtual Agent Feedback' topic.
9. Click End Conversation.

   Notice that users can see the 'Start new conversation' in the message box and also the Start conversation button is enabled.

Expected behavior: Start Conversation and End Conversation buttons should be enabled at the respective times. Users should not reload the page to enable them.

Actual behavior: Start Conversation and End Conversation are not working as expected. After initiating the initial conversation, the End Conversation button is disabled. Also, it is noticed that after users finish the topic, users can see that the Start Conversation button is also disabled. To enable the Start Conversation and End Conversation buttons, users need to reload the page.

Virtual Agent Platform

PRB1434482

1. Upload an attachment as a guest (for example, a zip file).
2. Change the com.glide.cs.media _expiration_days parameter to -1.
3. Verify that it fails to download.

Virtual Agent Platform

PRB1435113

1. Set up an integration between teams and the instance.
2. Try to link an individual account by clicking an expired link in teams.

   It will redirect to the authenticate page of the instance.

3. Authenticate, and confirm when the authentication is successful.

After clicking the Confirm button, it redirects the user to the login page again. If you try to log in again from that page, you will not be able to log in unless they clear the browser cache.

Virtual Agent Platform

PRB1442086

Perform an upgrade on an instance.

Notice that chats are not being closed for being idle, and chats are not being closed when guest users (resumable = false) close their browsers.

Virtual Agent Platform

PRB1442539

1. Log in to an instance with the ITSM Virtual Agent Conversations and Glide Virtual Agent plugins installed.
2. Type 'virtual' in the navigation filter and search for the topic 'Check IT Ticket Status (Template)'.
3. Test the conversation.
4. Check any RITM or INC that contains an Additional comments entry.

Expected behavior: The card should display Additional comments like any other field configured in a base instance for a request item or incident card.

Actual behavior: The card display will not contain the Additional comments field.

Virtual Agent Platform

PRB1445395

1. Log in to a Paris or Orlando base instance in a Chrome window.
2. Make sure Agent Chat, AWA, and Virtual Agent are installed, and set the 'Anything Else' topic in the VA general settings.
3. Navigate to Service Portal.
4. Open an incognito window and impersonate a live agent user.
5. Open Agent Workspace and set their status to 'Available'.
6. Open a Firefox window, impersonate another live agent user to ensure that there are multiple agents available to take chats.
7. From your first window in the portal, open Virtual Agent and connect to a live agent.

   One of the live agents from the other windows receives the chat.

8. Accept the chat and then, as the live agent user, end the chat.

   The end user in portal is prompted with the 'Anything Else' topic.

9. Select Yes and try to connect to a live agent again.

Observe that neither of the live agents are offered the chat and the chat is hung for the user.

Virtual Agent Platform

PRB1445972

Virtual Agent Platform

PRB1449473

The state machine will not resume control in several topics, including Greetings. This means if the user, for example, puts a topic block in Greetings, the state machine will not resume the flow in Greetings when the topic block is complete. It will immediately continue to the next topic in the topic stack, which is the System topic in this case.

This fix includes the system property com.glide.cs .skip_welcome_topic, which is set to true by default. This system property requires a user with elevated privileges to write.

Visual Task Boards

PRB1429842

1. Create a guided board on the Task table by state.
2. Navigate to the 'Open' lane.
3. Click Add Card.
4. Fill in the short description and ensure that the open state is selected in the form while creating the task.
5. Click Submit.

Expected behavior: The task card should be created and displayed successfully in the 'Open' lane.

Actual behavior: The task card is added in another lane instead of in the 'Open' lane. On refreshing the page, the card reflects in the correct lane.

Visual Task Boards

PRB1442550

1. Navigate to Self Service > Visual Task Boards.
2. Create a board and select 'Data Driven Board'.
3. For the task table, select 'Incident'.
4. For the Vertical Lane field, select 'Stat' and click Next.
5. Add a the filter 'Priority is Critical' and click Create.
6. When the new board opens, click the incident number on one of the cards to open the incident record in a new tab.
7. Change the incident's impact and urgency so that it is no longer critical and save the record.

   Notice that the incident is removed from the VTB as expected.

8. Back in the incident record, reset the urgency and impact to 'High' so that the incident's priority goes back to critical, then save the record.

   Notice that the incident is not added back to the board in real time. If you refresh the board, you see the record.

Expected behavior: The VTB card should be added back to the board in real time when the underlying record meets the board criteria.

Actual behavior: The card is not visible on the board unless you refresh the page.

Walk-Up Experience

PRB1432548

1. Use an Edge Chromium or Chrome browser.
2. Navigate to the 'Service Portal-Core Services Engineering' homepage.
3. Navigate to the 'Get Support' control on the page and activate it.
4. Navigate to the 'Visit a tech link' control and activate it.
5. Select Country (United States).
6. Navigate to the 'Schedule an appointment' link and activate it.
7. Navigate to the 'What is your reason for visiting?' list and select the result from the list.
8. Under 'Reason' select Other.
9. Launch the 'Accessibility Insights for Web' tool.

Expected behavior: The aria-label attribute should be defined for the Text Area field.

Actual behavior: The aria-label attribute is not defined for the Text Area field. The same issue is observed with Chrome and JAWS.

Walk-Up Experience

PRB1433887

1. Open an Edge Chromium or Chrome browser and log in.
2. Navigate to the 'Impersonate User' on the header section and activate it.
3. Navigate to 'Search for user' and type 'Abel Tuter'.
4. Navigate to the left pane and activate the 'Walk up Portal' link.
5. Navigate to Walk up Portal > Select a location.
6. Navigate to the 'Survey' link and activate it.
7. Navigate through the page with the keyboard tab key.

Expected behavior: Focus should move to the buttons present under 'Please rate your overall walk-up experience' when navigating using the keyboard tab key so that these controls are accessible using the keyboard.

Actual behavior: Focus is not moving to the buttons present under 'Please rate your overall walk-up experience'.

Walk-Up Experience

PRB1433898

1. Use an Edge Chromium or Chrome browser and log in.
2. Navigate to 'Impersonate User' in the header section and activate it.
3. Navigate to 'Search for user' and type 'Abel Tuter'.
4. Navigate to the left pane and activate the 'Walk up Portal' link.
5. Navigate to Walk up Portal > Select a location > Walk Up Queue.

Expected behavior: After resizing the page up to 400%, the page content should be properly visible to users.

Actual behavior: After resizing the page up to 400%, the page content is not visible properly to users.

Walk-Up Experience

PRB1433912

1. Open an Edge Chromium or Chrome browser.
2. Navigate to 'Impersonate User' in the header section and activate it.
3. Navigate to 'Search for user' and type 'Abel Tuter'.
4. Navigate to the left pane and activate the 'Walk up Portal' link.
5. Navigate to Walk up Portal > Select a location.
6. Navigate to the 'Survey' link and activate it.
7. Navigate to the 'Awesome' control and activate it.
8. Open the color contrast analyzer tool and select the foreground color and background color.

Expected behavior: The luminosity contrast ratio for the 'Awesome Good to know' text should be greater than or equal to 4.5:1.

Actual behavior: The luminosity contrast ratio for the 'Awesome Good to know' text is 1.8:1, which is less than 4.5:1.

Walk-Up Experience

PRB1433919

1. Open an Edge Chromium or Chrome browser.
2. Navigate to 'Impersonate User' in the header section and activate it.
3. Navigate to 'Search for user' and type 'Abel Tuter'.
4. Navigate to the left pane and activate the 'Walk up Portal' link.
5. Navigate to Walk up Portal > Select a location.
6. Open the color contrast analyzer tool and select the foreground color and background color.

Expected behavior: The luminosity contrast ratio for the placeholder text 'Select a walkup location' should be greater than or equal to 4.5:1.

Actual behavior: The luminosity contrast ratio for the placeholder text 'Select a walkup location' is 2.8:1, which is less than 4.5:1.