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    Home Paris Release Notes Paris release notes Learn about Paris Available patches and hotfixes Paris Patch 4

    Paris Patch 4

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    Paris Patch 4

    The Paris Patch 4 release contains important problem fixes.

    Paris Patch 4 was released on December 11, 2020.
    • Build date: 12-09-2020_1945
    • Build tag: glide-paris-06-24-2020__patch4-11-25-2020
    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 4 includes 196 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 4 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 4, refer to KB0867119.

    Changes in Paris Patch 4

    HTML bot response control
    Manage the sanitization of HTML output controls in Virtual Agent conversations. For security reasons, an HTML sanitizer script automatically checks all HTML text and removes markup or attributes that might enable a cross-site scripting attack. You can retain certain markup by adding it to an inclusion list used by the script. You can also disable HTML sanitization only for Virtual Agent conversations by adding the com.glide.cs.html.sanitizer.enabled system property and setting it to false.
    Integrate chat clients with Virtual Agent
    For provider channels, specify the trusted media domains that Virtual Agent uses to check the URLs of attachment files before uploading them. If a URL is not from a trusted domain, Virtual Agent will not upload the attachment.
    MID Server system requirements
    To meet high security standards, the MID Server performs x.509 certificate validation on HTTPS traffic when connecting to ServiceNow®. If a network appliance or proxy exists between the MID Server and the instance, that appliance needs to present a digital certificate signed by a trusted CA. If you are using a self-signed certificate or a certificate signed by an internal CA, please import the certificate to the MID Server truststore. For more information on adding SSL certificates, see Add SSL certificates for the MID Server.
    Use Benchmarks data for value management analysis
    Manually collect historical Benchmarks data to analyze benefits of year-over-year growth when you use the ServiceNow Benchmarks application.

    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

    MID Server

    PRB1320637

    A MID Server upgrade that includes a new JRE version will overwrite the cacerts file A MID Server upgrading to Madrid or later will lose any additional certificates added to the JRE's cacerts file, breaking any integrations that use them. For example, LDAP Servers using LDAPS will not be able to authenticate users. In addition, any MID Server connecting to the instance via a proxy that required a certificate will fail to connect to the instance after upgrading and go down.

    Persistence

    PRB1307843

    KB0719288

    The rollback executor pauses the cluster for every rollback execution The rollback executor pauses the cluster for every rollback execution. This is excessive as it is only necessary to pause the cluster for upgrade rollbacks. Pausing the cluster causes certain platform features, such as previewing or committing update sets, to be disabled. Scheduled jobs that are upgrade_safe =false will also not run.
    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

    The reindex progress triggered by the fix script causes a backlog issue

    Refer to the listed KB article for details.

    Discovery

    PRB1358510

    KB0781931

    Horizontal discovery does not detect an extra IP address in the same discovery schedules Currently for a pattern-based discovery, the duplicate IP part of the discovery is not detected. This leads to additional updates for discovered CIs everyday based on the schedule time.

    Refer to the listed KB article for details.

    Database (I/f)

    PRB1385423

    Unexpected growth of sys_tiny_url after the Madrid upgrade A huge growth on the sys_tiny_url table is observed after upgrading the instance to Madrid.

    MID Server

    PRB1422626

    KB0855251

    With MSI Windows Installer, the 'Log on as Service' rights check can fail with users in the administrator group When using the MSI Installer for Windows MID Servers, the installer requires that the user provides a non-admin user with the 'Log on as service' right. This check can fail with a valid provided user, even when the user launching the installer is in the administrator group.
    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

    Windows discovery classifier ends up with 'The term 'execute WindowsClassify' is not recognized as the name of a cmdlet'

    All other fixes

    Problem Short description Description Steps to reproduce

    Activity Stream

    PRB1442262

    Activity Formatter is cosmetically broken when viewing Ticket Conversations in /sp in the mobile browser When navigating to the form page, the Ticket Conversations widget appears in the Activity section. When viewing this in a mobile browser, the line that connects the timeline badges appears in the middle of the screen, instead of the left where it should be connecting the timeline badges.
    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

    The Reassignable field is not editable The reject reason is 'Time out'.

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

    Notice that the Reassignable field is read-only.

    Advanced Work Assignment

    PRB1427595

    Need to set 'isUpgradeSafe' to true for the AWA work item timeout job The default 'isUpgradeSafe' in the timeout job is not overridden, and it is false when the job is scheduled. This causes the timeout job to not run during the upgrade time. The job is inserting a record to awa_work_item_rejection. This insertion triggers a business rule to set the current work item back to the queue status. It is safe to run it during the upgrade, so that the work item times out and does not block in the pending_accept status.
    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

    Use the interval effect for actively pulling the agent presence state Currently, setTimeout is used for actively pulling the agent's presence state, and refreshes the timer after the graphQL call is successfully returned. This causes issues when there are two inboxes components in the workspace.
    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

    When a user sends an image and types a message when processing an upload, they see two loading buttons that are not aligned
    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

    Work items for an agent do not show up after the AMB disconnect
    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

    The chat should retry to send before asking users to click to retry When an error message fails, it should retry for up to a minute before showing the error.
    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

    Idle chat timeout shouldn't occur unless agents send a message when the sys property is configured
    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

    An agent cannot open the working chat window if a work item is accepted before live_group_profile creation is finished
    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

    The search source (sys_search_Source) Table field does not show a table if the table name contains 'ts_' The table can be found on other forms like business rule or client scripts because the Table field does not have the dictionary attribute 'SearchSourceTableChoiceList'.

    Refer to the listed KB article for details.

    Agent Workspace

    PRB1437104

    KB0862498

    Internal Server Error 500 when searching for a record in incident_task in Agent Workspace An Internal Server Error 500 is thrown when searching for an incident_task record in Agent Workspace.
    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

    During the upgrade, the form does not load The htmlValue field was removed from the GlideActivity_JournalType type schema. The GraphQL query used by workspace was updated, but is not used until a certain plugin is upgraded. Until that plugin is executed, the pre-Paris GraphQL query is executed, which includes the htmlValue field that has been removed from the schema.
    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

    Navigating records from the last index are pointing to the incorrect URL for any applied tiny URL case
    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

    A mix of English and Chinese characters are using Microsoft Pinyin in the chat on Agent Workspace after upgrading to Paris This issue is not observed on the work note of the interaction record or with third-party Pinyin. The issue is still observed after switching the session language to Chinese.
    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

    The SAFe Board cannot remove the story dependency An open story created from the triage board cannot delete the story dependency or prerequisite.

    AI Search Glide

    PRB1440960

    Do not show the location pop-up in Service Portal because the location is not being tracked or used The issue occurs in Internet Explorer when location services are enabled. Additionally, the pop-up causes Service Portal to freeze in Edge browsers. Adding the system property glide.service_portal.disable_location_tracker and setting the value to 'true' will disable location tracking. The glide.service_ portal.disable_location_tracker system property is disabled by default.
    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

    Virus scan does not work during upgrades The issue occurs when attaching files in workspace from agents to guest users.
    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

    Able to impersonate an inactive user in Paris Inactive users can be impersonated in Paris base system instances.
    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

    Project Portfolio Management-related roles are added when PPM is installed after Application Portfolio Management Upon installing PPM, roles are added to the APM user. This should be modified, as APM is standalone and has separate licensing. The roles added are it_program_manager, it_project_portfolio_user, it_project_manager, and it_demand_manager.

    Archiving

    PRB1442718

    Sys_archive_log does not work on a gateway table after the Paris upgrade Users may experience records missing due to the discrepancy in functionality pre- and post-upgrade because the INSERTs on the sys_archive_log are relayed to the primary database. However, due to the gateway_table entry for sys_archive_log table, SELECTs are still being routed to the gateway database.
    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

    Unable to set up SSO - OIDC for Amazon Cognito Setting up SSO using OIDC with Amazon Cognito leads to the error: 'Importing OIDC Well Known Configuration Failed. The id_token response type is not supported by the identity provider.'

    Automated Test Framework

    PRB1414126

    KB0832273

    ATF 'Add Attachment' steps should check the value of the no_attachment attribute, not just its presence Automated Test Framework 'Add Attachments to Form' and 'Add Attachments to Existing Record' steps fail if they are used to try to attach something to a table with the 'No attachment' attribute explicitly set to false. This would be expected behavior when the attribute is set to true, but when set to false the platform UI would allow adding attachments, and ATF is expected to be consistent with the platform. This issue can be observed on any table that supports the no_attachment attribute, for example, incident.

    Refer to the listed KB article for details.

    Automated Test Framework

    PRB1415901

    KB0861744

    An ATF test with the 'Click Component' (Custom UI) step hangs when Client Test Runner is not opened in a new tab The Client Test Runner hang while running a Custom UI step when opened directly from the left navigation panel into the concourse frame, meaning it was not opened in a new tab.

    Refer to the listed KB article for details.

    Automated Test Framework

    PRB1418619

    KB0860683

    ATF only recognizes a URL with '/now/workspace' in ATF when a custom workspace is created When trying to run manually, it takes '/x/fnl' and the URL depends on the user country code. The form's 'Open a new form' step does not work for a new agent workspace with its own scope.
    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

    An agent can get assigned to the chat again before the user is put in the 'Away' status The assignment rule is configured so that when a user times out, they are set to the 'Away' state. Sometimes, if only a single user is available, and if the chat times out, the agent is assigned to the chat again before the user is put in the 'Away' status. This occurs only if the 'Timed Out' reason is customized to be reassignable.
    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

    Support for Benchmarks historical data

    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

    Unable to access records from change modules when the system property glide.ui.escape_text is set to false

    Cloud Provisioning and Governance (CMP)

    PRB1374628

    KB0861891

    AWS events for a VM are not processed and the VM is not visible in the cmdb_ci_vm_instance table Also, the AWSEventsHandler script fails with an error and there is an empty Configuration Item (CI) field in the sn_cmp_cloud_event record for a successfully processed 'delete' event.

    Refer to the listed KB article for details.

    Cloud Provisioning and Governance (CMP)

    PRB1409944

    Cloud Discovery cmdb_ci_endpoint_block and cmdb_ci_storage_volume records have values flapping between two values daily
    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

    The scheduled job is not able to delete a record on the sn_cmp_node_count table
    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

    The 'contains' operator of the condition builder does not work for the choices in the glide list There is a glide list field (u_related_to) in the incident form. The list has 2 choices defined under the Choices tab. Users see no result when they try to search the incidents that contain one of the choices in the list view via the 'contains' operator. In the condition filter of the reports, the auto suggestion field spins and shows no result if they want to filter the incidents that contain one of the choices.

    Configuration Management Database (CMDB)

    PRB1378637

    When configuring activity fields on the CMDB form, an error occurs due to fields being in the CMDB workspace scope but the table ci_linux_server belonging to the global scope Activity formatter system property fields, such as glide.ui.cmdb_ci_linux_server _activity.fields, are in the CMDB workspace scope, but the table they belong to, for example, ci_linux_server, belongs to the global scope, which causes errors. When configuring activity fields on the CMDB form, the following error occurs: 'Not allowing update of property: glide.ui.cmdb_ci_linux_server_activity .fields', because the fields are in the CMDB workspace scope, but the table ci_linux_server belongs to the global scope.

    Configuration Management Database (CMDB)

    PRB1403545

    CMDB Health Dashboard generates a slow query upon filtering This issue can be observed when the user has several million CIs. With the addition of CIs, the dashboard became slow. A slow query can be observed, which has a large number of CIs and a wildcard search. With the wildcard search, the query cannot be tuned.
    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

    The BSM related_services API endpoint truncates long sys_id lists As a result, 400 errors are returned on the dependency viewer. If a large list of nodes is present in the dependency viewer, the Related Services tab in the details pane can potentially be unusable. This is because too many records are being sent in the REST call to the related services API, which only accepts parameters up to a certain length. The rest of the record IDs are being cut off, and the REST call is badly formed, resulting in an error instead of any related services being returned.

    Refer to the listed KB article for details.

    Configuration Management Database (CMDB)

    PRB1449059

    KB0866331

    The error message 'Rule entry under {1} identifier using non-existent {2} is ignored during identification!' appears when accessing any CI identifier When trying to access any table the following error message is seen: 'Error message :"Rule entry under {1} identifier using non-existent {2} is ignored during identification!'. For example, when trying to access CI identifiers and the CI identifier entry (cmdb_identifier_entry), the same error message displays.

    Refer to the listed KB article for details.

    Connect Chat

    PRB1421797

    After upgrading to Orlando, a 'Requested URI does not represent any resource' message is shown in the system log After upgrading to Orlando, 'Requested URI does not represent any resource: /now/connect/support/queues: no thrown error' is shown in the system log.

    Contextual Search

    PRB1446549

    'Scripted Search Resource' and 'Additional Search Resource' do not support calling a scoped script include
    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

    'IntegrationStudioScriptableApi' 'schemaFromSampleData' does not return the correct schema for a nested JSON payload
    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

    The glide lookup transform operation does not work in nested levels The glide lookup transform operation does not work properly in nested levels, like temp.interfaces[*].

    Customer Service Management

    PRB1415197

    The CSM Portal page takes a long time to open

    Customer Service Management

    PRB1443938

    Single score cards are showing an empty state instead of 'No Score' or 'Number Zero'
    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

    Activities generated by the 'Create Activity' fix script are not showing in the Customer Activity tab if the admin timezone is behind GMT
    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

    Query resulting from the 'Cloud ResourceDiscoveryCountHandler' script causes high CPU usage issue

    Discovery

    PRB1421483

    Multiple concurrent calls to /api/now/pattern_library/GetCITypes may increase the memory consumption and semaphore exhaustion

    Discovery

    PRB1430051

    Select query operations on the discovery_cloud_temp_result table are causing system performance issues A large number of select queries on the discovery_cloud_temp_results table are hampering the system's performance.

    Discovery

    PRB1433712

    SNMP classification doesn't detect broadcast or network addresses properly Discovery is running on the same device multiple times.

    Discovery

    PRB1436135

    Issue discovering a CI when scanning multiple IPs of the same CI in a single schedule where the first IP returns as invalid This can be observed when discovering multiple IPs of the same device in the same schedule. If the first IP after classification is found to be an invalid IP (Broadcast, Network, HSRP VIP) but that IP is part of the CI, the record will be marked in the discovery_device_duplicate_ips table as being completed. Then, when the following IPs come in, and if one or more of these are valid IPs, identification does not continue to run for these IPs because it thinks they are duplicate, based on the first discovery_device_duplicate_ips record being marked as completed.

    Discovery

    PRB1437845

    KB0862366

    ECC queue processing can generate errors if the instance does not have Pattern Designer enabled After upgrading to Paris, users might see input ECC queue records with a sensor failure. The script include is called every time the ECC queue input record is processed. However, the script include DiscoveryPageManager is distributed via the plugin com.snc.pattern.designer (Pattern Designer), which some users may not have.
    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

    In pattern steps, the 'JSON File' parsing strategy can fail with a parsing error if there is a '.' character within the input or if the key is a JSON object by itself

    Discovery

    PRB1448131

    'Unique Key violation' and 'QLIntegrityConstraint ViolationException' errors on the discovery_device_duplicate_ips table in Paris
    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

    Deprecated Slack antecedents to the conversations API are breaking the Now Actions application integration

    Email

    PRB1441731

    The Slack events API is removing the authed_teams field As of 2/21/2021, the Slack auth_teams API will be removed. As a result, events will no longer contain full lists of authed_users or authed_teams.

    Email

    PRB1445563

    Compatibility with new Slack granular scopes In order to use the Now Actions Slack app after 18 November 2021, it must be upgraded to use Slack's new granular scopes. This change adds ServiceNow compatibility with the new scopes, so it will work with the new Now Actions Slack app once it has been upgraded.

    Email

    PRB1446771

    The email client is closed when clicking an attachment name in Agent Workspace in Orlando When clicking the name of the uploaded attachment, the entire email tab closes and redirects back to the case view. This issue does not occur in a New York instance.

    Event Management

    PRB1389327

    The list auto-refresh hook does not work as expected
    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

    Impact calculation job for alert group services (-2) runs with big gap Impact calculation job for alert group services (-2) runs with big gap. As a result, the EM dashboard shows already closed alerts.

    Refer to the listed KB article for details.

    Event Management

    PRB1415821

    An alert on a connected business service is not propagated correctly In a situation where app service X is dependent on app service Y, when Y has an alert against it, service Y and X are both lit up properly in the service map view. However, service Y is not lit up in the operator workspace view, only service X is lit as expected.
    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

    The severity of service in the Monitored Services (cmdb_ci_service_auto) table is different from the status of the same service in the em_impact_status table

    Event Management

    PRB1434272

    Missing memory protection in the loading of em_impact_maint_ci during the Impact Tree Builder job

    Event Management

    PRB1440842

    KB0866934

    $insights_explorer.do is shown as blank when accessing with IE11

    Refer to the listed KB article for details.

    Event Management

    PRB1447902

    Query-based services display the incorrect number of related alerts in workspace Also, they do not display alerts for enriched CIs.

    Field Service Management

    PRB1417127

    The scheduled appointment date repeats itself when the date format is changed In the Widget Online Check-in experience, if the date format is changed from 'YYYY-MM-DD' to anything else, the date repeats itself.
    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

    The name and role are not defined for Next controls in the calendar section The screen readers are not available for the calendar's Next and Previous buttons.
    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

    Days within the calendar are not translating into Portuguese in walk-up online check-in The months and days in the calendar in the portal are not translated to any other language other than English.
    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

    Financial workbench times out and shows a 'Lost Connection to Server' message
    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

    Flow Designer causes a latency issue with Service Catalog when the trigger type is set as 'Run flow in foreground'
    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

    GlideRecord references break after a flow comes back to the instance from MID

    Refer to the listed KB article for details.

    Flow Designer

    PRB1410941

    KB0829015

    'Ask for Approval' due date rules do not work as expected in Orlando when the system date format is 'dd-MM-yyyy' Flows using 'Ask for Approval' with a due date are automatically getting canceled, approved, or rejected without waiting due to issues in the due date calculation. Approvals are marked as no longer required.

    Refer to the listed KB article for details.

    Flow Designer

    PRB1411224

    Unable to open flow executions if a subflow input is named 'current' The flow execution shows it is loading and never opens the flow executions.
    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

    For Each may process the same iteration repeatedly due to garbage collection

    Flow Designer

    PRB1430176

    When a flow moves to the stage 'Request Cancelled', the flow results in the state error with the error message 'Transaction cancelled: manually by system'
    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

    If a dynamic flow's flow logic doesn't run at the runtime, the operations view errors out with 'Cannot read property 'operationsOutput' of undefined'

    Refer to the listed KB article for details.

    Flow Designer

    PRB1439445

    KB0861934

    'Look Up Records' intermittently fails if the pill representing a reference is used in the condition and there is a previous update record This issue occurs with a service catalog flow that updates sc_req_item and looks up records with a condition that uses a pill representing a reference. This may result in the look up records failing to find any records, due to the name of the table being used in the condition rather than the sys_id of the reference. The failure occurs intermittently without making any alterations to the flow.

    Refer to the listed KB article for details.

    Flow Designer

    PRB1441759

    Stack overflow error when accessing the sc_req_item list Accessing the sc_req_item list view causes a recursive loop, resulting in a stack overflow.

    Flow Designer

    PRB1443148

    Non-admin users cannot read records on tables that use content filtering in their READ ACL on the Oracle DB Users experience UI issues with the sys_user table and the action_designer and flow_designer roles.

    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

    Too many log messages due to session clones There are always two lines printed when the session is cloned, which can be excessive.

    Flow Designer

    PRB1448540

    In Paris and later, inline scripts inside the top level of a dynamic template field don't do anything

    Forms and Fields

    PRB1424324

    Duplicate records in sys_ui_ element are created when the business rule is aborting the transaction on sys_ui_section

    Forms and Fields

    PRB1425247

    KB0863438

    Updating the image field by uploading a new image navigates to an error

    Refer to the listed KB article for details.

    Forms and Fields

    PRB1433969

    KB0864560

    Dependent fields coming from the base table are not showing the proper choice list on the change of the choice value Dependent choice fields added in the base table are not showing the proper choice list onChange of the parent choice value.

    Refer to the listed KB article for details.

    Forms and Fields

    PRB1437134

    Invalid query detected when opening a /table.do page An invalid query is detected related to an unknown field sys_domain in the table sys_ui_related_list_entry. When a /table_name.do form (not a workspace form) is rendered, users get an error on the server.

    HTML Editor

    PRB1424202

    KB0861200

    The HTML content frame is small on existing records
    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

    The life cycle activity set recipients dot-walked HR profile email does not send
    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

    Widgets failing error when clicking the 'Request' header menu in ESC portal When clicking the 'Request' header in the ESC Portal, the following error message is displayed: 'Failing widget: 'HRM Task Header' (a20187d53bdb13004d 3b695593efc4ab) called from: 'HRM Task' (2f6aba553bd b13004d3b695593efc4d8)'.

    Refer to the listed KB article for details.

    Import / Export

    PRB1421414

    The JDBC data source import is failing if the initial request is timed out, which blocks the thread The JDBC data source import is failing if the initial request is timed out and blocking the thread, so the subsequent request is timing out after 5 minutes without any error message or information in the MID logs.

    Import / Export

    PRB1434384

    KB0860658

    'No sensors defined' error for the export set ExportSetResult ECC queue input records This issue occurs because skip_sensor=true is missing from the StreamPipeline ECC queue output record. All features that use MID Servers (except Discovery, which was the first feature) and especially features that do not have a sensor, need to include the parameter skip_sensor=true in their ecc_queue outputs. Export set inputs in the ECC queue are set as 'Error' and with an error string unrelated to export sets because of this, despite the job probably working. If the skip_sensor parameter is present ([parameter name='skip_sensor' value='true']), the discovery sensors do not run.
    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

    IDRConsumerJob should commit to end when the current metadata offset is null If it does not, the offset must be manually set.

    IntegrationHub

    PRB1417621

    KB0852831

    The flow stops and gets stuck in the 'Continue Sync' state when using sn_fd.FlowAPI.execute Flow() Flows get stuck in the 'Continue Sync' state (sys_flow_context.state) after a second REST step on the MID Server.

    Refer to the listed KB article for details.

    MID Server

    PRB1411840

    SSH-based application patterns never try more than one applicative credential Oracle DB On Unix is the primary pattern that displays this behavior.

    MID Server

    PRB1419594

    KB0853593

    MID Server throws the error 'EXCEPTION_ACCESS_VIOLATION' and goes down when using Java 8 Update 261 (JRE 1.8.0_261) Using Oracle Java 8 Update 261 (JRE 1.8.0_261) with a MID Server installation causes the MID Server to go down with the 'EXCEPTION_ACCESS_VIOLATION' exception. This can have an impact on the disk space of the whole server as well, eventually bringing the host server down too. Oracle 1.8.0_251 does not cause the issue, nor does the bundled OpenJDK 1.8.0_231.

    Refer to the listed KB article for details.

    MID Server

    PRB1429673

    The file used during discovery is being flagged as malware (httpgetbin_encoded.vbs) The httpgetbin_encoded.vbs file used during discovery is flagged by certain anti-virus applications.

    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

    SNCSSH fetches external credentials from the SSHProtocolEngine thread, which results in blocking calls Users may see SSH timeouts or slow SSH performance.

    MID Server

    PRB1435863

    KB0861098

    MID Server is down due to a false 'expected service name' error This issue is observed if a PowerShell issue occurs where the service name cannot be fetched. It is also observed if the 'case' of the service name does not exactly match between the wrapper-override.conf and the running service or registry.

    Refer to the listed KB article for details.

    MID Server

    PRB1435936

    KB0861621

    Classify can fail if target_powershell_access is false From Paris, during Windows classification, the probe runs a test to check if the credential has access to \\target\admin$ and can invoke the remote PowerShell process on the target (target_powershell_access). If the check fails for target_powershell_access, the probe runs legacy WMI queries to fetch a result. However, the result returned in the ecc_queue input payload also has an error string from the test for target_powershell_access, which the sensor will report as an error and try the next classifier. This can cause discovery to fail.
    1. Run a discovery on a Windows host.
    2. Ensure that the credential used cannot invoke the PowerShell process on the target.

    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

    Mobile impersonation requires an interactive session
    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

    NLUUtil.getAllPublishedModels returns the same models more than once with multiple active versions

    On-call Scheduling

    PRB1407426

    Issues with 'Your Upcoming Shifts' for users The issue concerns the filtering logic of the upcoming shifts, and the spans API when coverage is provided to a user.
    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

    Metrics not showing in the Operational Intelligence Insight Explorer

    Patterns

    PRB1433483

    Issues with processing and removing loopback IP addresses Only certain actions are performed if glide.discovery.allow_loopback_adapters is set to true. These actions should be occurring whether or not the property is true or false. The only thing this property should do is decide whether or not the adapters and IP addresses are kept when the ifType of the adapter is 24. This is based on matching the behavior in the script include 'SnmpIdentityInfoParser'.

    Performance Analytics

    PRB1393955

    On a Calendar report, the 'View all records' link applies an incorrect filter

    Performance Analytics

    PRB1444826

    Some reports are not loading in Service Portal after upgrading to Paris if the accessibility is turned on The following browser console error can be found: 'Uncaught Error: ReferenceError: GwtMessage is not defined'.

    Persistence

    PRB1417225

    The secondary database query timeout calculation uses too much app tier CPU under a high concurrent load
    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

    The dynamic RR exclusion list causes replication breakage on RRs Table structure differs between the main DBI and RR. When the upgrade runs, this differentiation causes replication breakage.

    Refer to the listed KB article for details.

    Platform Licensing

    PRB1433269

    If an instance has the platform runtime license, then it performs system entitlement user allocation for platform runtime tables only If the instance has both the platform runtime license and the App Engine license, it should only consider entitlement for platform runtime roles specified on the platform runtime app module. Users with PR roles should be tracked for PR license consumption.
    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

    Performance issues with Custom Role Mapping for the Subscription Summary job

    Platform Licensing

    PRB1444651

    Expired mutex License-Mutex is not released for a long running Subscription Summary Worker job Instances experience a Subscription Summary Worker job that runs endlessly.

    Platform Licensing

    PRB1446169

    KB0864730

    Multiple errors in the logs on a unique key violation detected for sys_user_unlicensed and an incorrect insertion or deletion of data alternatively Following an upgrade to Paris, there are 'Unique key violation detected' errors on 'INSERT INTO sys_user_unlicensed' that can be observed in the syslog table.

    Refer to the listed KB article for details.

    Platform Performance

    PRB1436418

    The /angular.do transactions add significant load to the default semaphore pool The /angular.do list_history and get_new_entries operations are hard-coded to execute every 2 minutes, increasing the amount of angular traffic to the instance.
    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

    Empty fix script file for Edge Encryption with password2
    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

    Nested horizontal accordion lines should be removed This issue occurs only in Paris.
    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

    When a user has the playbook_experience.admin role, a 'First select a table' message is displayed in Client Conditions
    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

    Watch list users are deleted and 'Under Schedule Valid From' and 'Valid To' are removed from policy exceptions after the upgrade This issue is observed by users upgrading to Paris with the Policy and Compliance application.
    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

    Custom tables are not available as a trigger for Process Automation Designer Custom tables to be used as triggers in Process Automation Designer do not show up in the 'Table' list.

    Process Automation Designer

    PRB1442723

    Activities with input field values that contain a new line can't be updated in Process Automation Designer This issue was observed in the Paris release.
    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

    The Move Project functionality is not working from the subproject level Users are unable to move the project to any other date from the subproject level.
    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

    Issue while using CTRL+S to save a cell value for a grid on Windows OS in Chrome or Firefox For Windows, while using CTRL+S to save a cell value for a grid, it shows the default save for desktop Windows.
    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

    Homepage and dashboard report widgets have UI alignment differences After upgrading to Paris, users see UI differences with the report widgets on both homepages and dashboards. This applies to the alignment of scores on semi donuts, donuts, and dials.

    Reporting

    PRB1437714

    Map reports do not show the border lines When viewing a report of type 'Map' in a Paris instance, the border lines delimiting the countries are not displayed. In Orlando, the borders are displayed.
    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

    Disable the Alias Module and Apply Alias fields when the Alias feature is disabled
    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

    Use a newer API to set the cache-control header value for WHTPProcessor
    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

    Required Aria parent role is not provided for the list items present in the Service Catalog categories page Users who rely on screen readers are impacted as the required Aria parent role is not provided for the list items present in the Application Management page.
    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

    The SC Categories widget takes a long time to load In Paris, it is evaluating the user cache per session. As a result, it takes a long time to load for every login, even though the catalog-related caches exist.

    Service Level Agreement (SLA)

    PRB1414863

    Custom flows using the base instance 'SLA Task' as a trigger are not launching unless the flow is configured in the global scope
    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

    AFP suggestions may be deleted due to changes in the Machine Learning API The AFP can be deleted because of a recent change in the ML API that requires the sequence number for the first page to begin with 1, not 0.
    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

    ATF tests are timing out on the 'Open Service Portal Page' step The 'Open Service Portal Page' ATF test step is failing with a 'Timeout exceeded. Failed to execute the test step' failure message with the timeout set to 2 minutes.

    Service Portal

    PRB1415421

    The date validation script preventing catalog item submission in Service Portal When the date validation script is enabled and the catalog item has more than 2 date variables, it causes an issue with submission in Service Portal.

    Service Portal

    PRB1440487

    KB0862484

    In the Service Portal Knowledge article view, the PDF icon beside the attachment link is not displayed in the Knowledge Attachments widget

    Refer to the listed KB article for details.

    Service Portal

    PRB1441152

    Unable to save a record in Service Portal using the form widget when a custom journal field is added
    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

    The required Aria child role is not provided for the choice list and reference items Users who rely on screen readers are impacted as the required Aria child role is not provided for the list items present in Application Management page.
    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

    Users are experiencing performance issue with the Contract Compliance Checks scheduled job The Contract Compliance Checks scheduled job takes more than three hours to complete.

    Software Asset Management Professional

    PRB1428549

    Fixed the logic to process concurrent license consumption data for the last 90 days for Citrix products

    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

    The deletion of directory integration profiles is not deleting records in the Directory Job Log [directory_job_log] table
    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

    After upgrading to Paris, 'global.SAMSaasIntegrationUtils() .invokeIntegrationFunction' is no longer valid After upgrading to Paris, the SAMP related integration profile-based jobs fail and no jobs are executing. The following error appears in the system logs: 'Error: Invalid scheduledJob *** Script: Error: Invalid scheduledJob: no thrown error'.

    Refer to the listed KB article for details.

    Software Asset Management Professional

    PRB1443734

    DocuSign subscription identifiers are being incorrectly pulled from the billing API When a new DocuSign account is connected, fresh subscription identifiers for DocuSign are downloaded and software models are not created.

    Software Asset Management Professional

    PRB1444079

    Software rights calculator incorrectly leading to incorrect reconciliation results Software rights calculating incorrectly causes over-licensing when creating the upgrade entitlement and deleting it.

    Software Asset Management Professional

    PRB1444759

    'Used by' might not always belong to a computer class for client and custom metric calculators
    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

    The post-clone switch branch can use the incorrect ref_id as a target head The target branch is being initialized with the incorrect ref_id, causing the delta to generate an incorrect Git difference in the memory.

    Source Control Integration

    PRB1444655

    Null pointer exception in the 'com.glide.source_control/update/ fix_set_include_my_schema_prop.xml' fix script

    Survey Management

    PRB1443850

    The visual focus indicator is not visible on the 'Reposition Choice' buttons As a result, keyboard-dependent users will not be able to track the focus location.
    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

    If a survey instance fails to be created, a warning is displayed Starting in Paris, there is a warning message when a survey fails to be created. This causes issues for users who use complex logic to determine if a survey should be created and then aborts the creation. Also, the message is displayed to the end user, who cannot do anything with it.

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

    Notice that the message is shown to the user.

    Templates

    PRB1431866

    KB0864135

    Templates are not applied in Agent Workspace when the value contains the character '^' Templates are not setting values in Agent Workspace when the value contains the character '^', but it works in platform.

    Refer to the listed KB article for details.

    Text Search

    PRB1428771

    KB0866839

    Stop words connected by number breaks (hyphen, underscore, period) causing 'Array out of Bound' Knowledge articles are not returning results if 'to' is in the meta tag and it is set as a stop word in Paris.
    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

    A REST request without a JSESSIONID, but with a valid glide_user_activity token in the cookie, fails with a 401 HTTP code The fix for PRB1396897 is disabled by default. To receive the fix for this problem, users need to set the Boolean property com.glide.processors. httpauthprocessor. activity_cookie_check to 'true'.
    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

    After a node is restarted or upgraded, if the first guest API call doesn't have the 'X-End-User' token, it creates an integration session which times out after a minute After a failover, the first request from the guest to the node is created as an integration session, and the session time out is set to the integration session time out. The default value is one minute. Because of this, the user's session is active only for a minute if the user does not send a message within the minute. If they do not send a message within the first minute, the session expires. For new requests, new sessions are created.
    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

    The Global Update UI action is overridden by the Campaign Update UI action As a result, there is a 'Missing Action Script' error in Paris instances that have HR Service Delivery and Domain Separation. When trying to update a user or an HR profile in instances that have HR Service Delivery and Domain Separation installed, users cannot use the Update button.
    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

    When users delete a filter in Service Portal, the tool tip does not close
    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

    Plugin activations that involve plugins which cause excessive cache flushes, cause even more excessive cache flushing due to multiple nodes broadcasting their flushes When a plugin like PPM Standard is installed, which is a bundle of several project management plugins, and the cache_flush='true' is installed, there is a waterfall effect of system-wide cache flushes that lead to severe performance degradation.
    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

    Patch upgrades are not processing the update/glidesoft folder
    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

    Use a newer API to set the cache-control header value for UxPageProcessor
    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

    When com.glide.cs.guest _session_resumable=true, refreshing the web client after a conversation results in duplicate sys_cs_conversation records
    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

    A condition is missing in the topic block
    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

    A page reload occurs every time a user interacts with a custom control on the web client
    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

    When a message fails to resend, the spinner does not go away

    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

    Luminosity contrast ratio for the 'Virtual Agent' text is 2.8:1, which is less than 4.5:1 Users may find it difficult to read when the 'Virtual Agent' text is 2.8:1 because its luminosity ratio is less than expected ratio, which is 4.5:1. The same issue appears for the 'All Topics' text which appears after activating the Show Me Everything button. Also, the luminosity contrast ratio for the 'New Messages Below' text is 1.8:1, which is less than 4.5:1.
    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

    When the topic picker is displayed after a refresh, the Cancel button, if enabled, does not send the conversation ID to the server The page needs to be reloaded to enable the Start Conversation and End Conversation buttons. After initiating the initial conversation, the End Conversation button is disabled. Also, users have noticed that after they finish the topic, the Start Conversation button is also disabled.
    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

    The 'MediaResource' get method should have authorization The upload method has an authorization check, but the getter method does not.
    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

    Trying to use an expired link from teams to link an account is killing the session and redirecting to the login page Subsequent logins fail unless the browser cache is cleared.
    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

    The idle timeout job and the disconnect jobs are not upgrade safe The 'timeout stuck pending accept work item' and 'Disconnected Chat Timeout' jobs are not upgrade safe. The chat requester idle reminder watcher (sys_script.list ) and chat requester idle timeout watcher (sys_script.list ) are set to async.

    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

    In the base instance conversation 'Check IT Ticket Status (Template)', the Additional comments field is not displayed in the card view
    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

    When a live agent ends a chat, the end user is unable to connect to another live agent through the 'Anything Else' topic
    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

    The 'cs/support_queue' AMB channel is receiving frames from multiple user sessions for a specific logged in user in the VA web client The issue can be observed when 100 users are in total concurrency on the instance nodes executing the test case, and a user manually logs in to the instance and launches the VA web client. When they open the network tools in the browser, they see that the logged in user is receiving frames on the cs/support_queue channel from the users that are participating in the load test. Also, the CS worker threads are overflowing messages to sysevent as the 'in memory' queue limit is exhausted.

    Virtual Agent Platform

    PRB1449473

    Provide a way to resume the Greetings topic in Orlando and Paris

    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

    The task created from the 'Open' lane does not reflect in the lane after adding the card
    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.

    Note: It is working in New York. The issue exists starting from Orlando.

    Visual Task Boards

    PRB1442550

    Visual Task Boards do not automatically refresh to show items that were changed to match the board's criteria in Paris If a VTB card initially meets the criteria to display on the task board, and the underlying record is then updated so that it does not meet that criteria, the card will be removed from the VTB in real time as the record is updated. However, if users then undo the changes to the record so that it again meets the board's criteria, the card is not visible on the board unless they refresh the page. This behavior occurs in the Paris release. In Orlando, the VTB board displays the card once the record is updated without the need to refresh.
    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

    Every form element needs a label Screen readers face issues if a form element does not have a label.
    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

    Focus does not move to the buttons present under 'Please rate your overall walk-up experience' when navigating with the keyboard tab key Keyboard users who rely on the keyboard for navigation are not able to change the categories and are not able to rate their experience.
    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

    After resizing the page up to 400%, the page content is not visible After resizing the page to 400%, the content present on the page is overlapped. The visual user is blocked and finds it difficult to navigate and read the content on the page.
    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

    Luminosity contrast ratio for 'Awesome Good to know' Text is 1.8:1, which is less than 4.5:1 Users may find it difficult to read the text if the 'Awesome Good to know' text luminosity ratio is less than the expected ratio, which is 4.5:1. The same issue is observed for the 'Got it good to know' text while activating the Got it button on the same page, and for the 'Sorry to' text while activating the Sorry button on the same page.
    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

    The luminosity contrast ratio for the placeholder text 'Select a walkup location' is 2.8:1, which is less than 4.5:1 Users may find it difficult to read the text if the 'Awesome Good to know' text luminosity ratio is less than the expected ratio, which is 4.5:1.
    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.

    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 3
    • Paris Patch 2 Hotfix 1
    • Paris Patch 2
    • Paris Patch 1
    • Paris security and notable fixes
    • All other Paris fixes

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      Paris Patch 4

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      Paris Patch 4

      The Paris Patch 4 release contains important problem fixes.

      Paris Patch 4 was released on December 11, 2020.
      • Build date: 12-09-2020_1945
      • Build tag: glide-paris-06-24-2020__patch4-11-25-2020
      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 4 includes 196 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 4 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 4, refer to KB0867119.

      Changes in Paris Patch 4

      HTML bot response control
      Manage the sanitization of HTML output controls in Virtual Agent conversations. For security reasons, an HTML sanitizer script automatically checks all HTML text and removes markup or attributes that might enable a cross-site scripting attack. You can retain certain markup by adding it to an inclusion list used by the script. You can also disable HTML sanitization only for Virtual Agent conversations by adding the com.glide.cs.html.sanitizer.enabled system property and setting it to false.
      Integrate chat clients with Virtual Agent
      For provider channels, specify the trusted media domains that Virtual Agent uses to check the URLs of attachment files before uploading them. If a URL is not from a trusted domain, Virtual Agent will not upload the attachment.
      MID Server system requirements
      To meet high security standards, the MID Server performs x.509 certificate validation on HTTPS traffic when connecting to ServiceNow®. If a network appliance or proxy exists between the MID Server and the instance, that appliance needs to present a digital certificate signed by a trusted CA. If you are using a self-signed certificate or a certificate signed by an internal CA, please import the certificate to the MID Server truststore. For more information on adding SSL certificates, see Add SSL certificates for the MID Server.
      Use Benchmarks data for value management analysis
      Manually collect historical Benchmarks data to analyze benefits of year-over-year growth when you use the ServiceNow Benchmarks application.

      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

      MID Server

      PRB1320637

      A MID Server upgrade that includes a new JRE version will overwrite the cacerts file A MID Server upgrading to Madrid or later will lose any additional certificates added to the JRE's cacerts file, breaking any integrations that use them. For example, LDAP Servers using LDAPS will not be able to authenticate users. In addition, any MID Server connecting to the instance via a proxy that required a certificate will fail to connect to the instance after upgrading and go down.

      Persistence

      PRB1307843

      KB0719288

      The rollback executor pauses the cluster for every rollback execution The rollback executor pauses the cluster for every rollback execution. This is excessive as it is only necessary to pause the cluster for upgrade rollbacks. Pausing the cluster causes certain platform features, such as previewing or committing update sets, to be disabled. Scheduled jobs that are upgrade_safe =false will also not run.
      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

      The reindex progress triggered by the fix script causes a backlog issue

      Refer to the listed KB article for details.

      Discovery

      PRB1358510

      KB0781931

      Horizontal discovery does not detect an extra IP address in the same discovery schedules Currently for a pattern-based discovery, the duplicate IP part of the discovery is not detected. This leads to additional updates for discovered CIs everyday based on the schedule time.

      Refer to the listed KB article for details.

      Database (I/f)

      PRB1385423

      Unexpected growth of sys_tiny_url after the Madrid upgrade A huge growth on the sys_tiny_url table is observed after upgrading the instance to Madrid.

      MID Server

      PRB1422626

      KB0855251

      With MSI Windows Installer, the 'Log on as Service' rights check can fail with users in the administrator group When using the MSI Installer for Windows MID Servers, the installer requires that the user provides a non-admin user with the 'Log on as service' right. This check can fail with a valid provided user, even when the user launching the installer is in the administrator group.
      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

      Windows discovery classifier ends up with 'The term 'execute WindowsClassify' is not recognized as the name of a cmdlet'

      All other fixes

      Problem Short description Description Steps to reproduce

      Activity Stream

      PRB1442262

      Activity Formatter is cosmetically broken when viewing Ticket Conversations in /sp in the mobile browser When navigating to the form page, the Ticket Conversations widget appears in the Activity section. When viewing this in a mobile browser, the line that connects the timeline badges appears in the middle of the screen, instead of the left where it should be connecting the timeline badges.
      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

      The Reassignable field is not editable The reject reason is 'Time out'.

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

      Notice that the Reassignable field is read-only.

      Advanced Work Assignment

      PRB1427595

      Need to set 'isUpgradeSafe' to true for the AWA work item timeout job The default 'isUpgradeSafe' in the timeout job is not overridden, and it is false when the job is scheduled. This causes the timeout job to not run during the upgrade time. The job is inserting a record to awa_work_item_rejection. This insertion triggers a business rule to set the current work item back to the queue status. It is safe to run it during the upgrade, so that the work item times out and does not block in the pending_accept status.
      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

      Use the interval effect for actively pulling the agent presence state Currently, setTimeout is used for actively pulling the agent's presence state, and refreshes the timer after the graphQL call is successfully returned. This causes issues when there are two inboxes components in the workspace.
      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

      When a user sends an image and types a message when processing an upload, they see two loading buttons that are not aligned
      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

      Work items for an agent do not show up after the AMB disconnect
      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

      The chat should retry to send before asking users to click to retry When an error message fails, it should retry for up to a minute before showing the error.
      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

      Idle chat timeout shouldn't occur unless agents send a message when the sys property is configured
      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

      An agent cannot open the working chat window if a work item is accepted before live_group_profile creation is finished
      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

      The search source (sys_search_Source) Table field does not show a table if the table name contains 'ts_' The table can be found on other forms like business rule or client scripts because the Table field does not have the dictionary attribute 'SearchSourceTableChoiceList'.

      Refer to the listed KB article for details.

      Agent Workspace

      PRB1437104

      KB0862498

      Internal Server Error 500 when searching for a record in incident_task in Agent Workspace An Internal Server Error 500 is thrown when searching for an incident_task record in Agent Workspace.
      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

      During the upgrade, the form does not load The htmlValue field was removed from the GlideActivity_JournalType type schema. The GraphQL query used by workspace was updated, but is not used until a certain plugin is upgraded. Until that plugin is executed, the pre-Paris GraphQL query is executed, which includes the htmlValue field that has been removed from the schema.
      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

      Navigating records from the last index are pointing to the incorrect URL for any applied tiny URL case
      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

      A mix of English and Chinese characters are using Microsoft Pinyin in the chat on Agent Workspace after upgrading to Paris This issue is not observed on the work note of the interaction record or with third-party Pinyin. The issue is still observed after switching the session language to Chinese.
      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

      The SAFe Board cannot remove the story dependency An open story created from the triage board cannot delete the story dependency or prerequisite.

      AI Search Glide

      PRB1440960

      Do not show the location pop-up in Service Portal because the location is not being tracked or used The issue occurs in Internet Explorer when location services are enabled. Additionally, the pop-up causes Service Portal to freeze in Edge browsers. Adding the system property glide.service_portal.disable_location_tracker and setting the value to 'true' will disable location tracking. The glide.service_ portal.disable_location_tracker system property is disabled by default.
      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

      Virus scan does not work during upgrades The issue occurs when attaching files in workspace from agents to guest users.
      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

      Able to impersonate an inactive user in Paris Inactive users can be impersonated in Paris base system instances.
      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

      Project Portfolio Management-related roles are added when PPM is installed after Application Portfolio Management Upon installing PPM, roles are added to the APM user. This should be modified, as APM is standalone and has separate licensing. The roles added are it_program_manager, it_project_portfolio_user, it_project_manager, and it_demand_manager.

      Archiving

      PRB1442718

      Sys_archive_log does not work on a gateway table after the Paris upgrade Users may experience records missing due to the discrepancy in functionality pre- and post-upgrade because the INSERTs on the sys_archive_log are relayed to the primary database. However, due to the gateway_table entry for sys_archive_log table, SELECTs are still being routed to the gateway database.
      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

      Unable to set up SSO - OIDC for Amazon Cognito Setting up SSO using OIDC with Amazon Cognito leads to the error: 'Importing OIDC Well Known Configuration Failed. The id_token response type is not supported by the identity provider.'

      Automated Test Framework

      PRB1414126

      KB0832273

      ATF 'Add Attachment' steps should check the value of the no_attachment attribute, not just its presence Automated Test Framework 'Add Attachments to Form' and 'Add Attachments to Existing Record' steps fail if they are used to try to attach something to a table with the 'No attachment' attribute explicitly set to false. This would be expected behavior when the attribute is set to true, but when set to false the platform UI would allow adding attachments, and ATF is expected to be consistent with the platform. This issue can be observed on any table that supports the no_attachment attribute, for example, incident.

      Refer to the listed KB article for details.

      Automated Test Framework

      PRB1415901

      KB0861744

      An ATF test with the 'Click Component' (Custom UI) step hangs when Client Test Runner is not opened in a new tab The Client Test Runner hang while running a Custom UI step when opened directly from the left navigation panel into the concourse frame, meaning it was not opened in a new tab.

      Refer to the listed KB article for details.

      Automated Test Framework

      PRB1418619

      KB0860683

      ATF only recognizes a URL with '/now/workspace' in ATF when a custom workspace is created When trying to run manually, it takes '/x/fnl' and the URL depends on the user country code. The form's 'Open a new form' step does not work for a new agent workspace with its own scope.
      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

      An agent can get assigned to the chat again before the user is put in the 'Away' status The assignment rule is configured so that when a user times out, they are set to the 'Away' state. Sometimes, if only a single user is available, and if the chat times out, the agent is assigned to the chat again before the user is put in the 'Away' status. This occurs only if the 'Timed Out' reason is customized to be reassignable.
      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

      Support for Benchmarks historical data

      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

      Unable to access records from change modules when the system property glide.ui.escape_text is set to false

      Cloud Provisioning and Governance (CMP)

      PRB1374628

      KB0861891

      AWS events for a VM are not processed and the VM is not visible in the cmdb_ci_vm_instance table Also, the AWSEventsHandler script fails with an error and there is an empty Configuration Item (CI) field in the sn_cmp_cloud_event record for a successfully processed 'delete' event.

      Refer to the listed KB article for details.

      Cloud Provisioning and Governance (CMP)

      PRB1409944

      Cloud Discovery cmdb_ci_endpoint_block and cmdb_ci_storage_volume records have values flapping between two values daily
      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

      The scheduled job is not able to delete a record on the sn_cmp_node_count table
      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

      The 'contains' operator of the condition builder does not work for the choices in the glide list There is a glide list field (u_related_to) in the incident form. The list has 2 choices defined under the Choices tab. Users see no result when they try to search the incidents that contain one of the choices in the list view via the 'contains' operator. In the condition filter of the reports, the auto suggestion field spins and shows no result if they want to filter the incidents that contain one of the choices.

      Configuration Management Database (CMDB)

      PRB1378637

      When configuring activity fields on the CMDB form, an error occurs due to fields being in the CMDB workspace scope but the table ci_linux_server belonging to the global scope Activity formatter system property fields, such as glide.ui.cmdb_ci_linux_server _activity.fields, are in the CMDB workspace scope, but the table they belong to, for example, ci_linux_server, belongs to the global scope, which causes errors. When configuring activity fields on the CMDB form, the following error occurs: 'Not allowing update of property: glide.ui.cmdb_ci_linux_server_activity .fields', because the fields are in the CMDB workspace scope, but the table ci_linux_server belongs to the global scope.

      Configuration Management Database (CMDB)

      PRB1403545

      CMDB Health Dashboard generates a slow query upon filtering This issue can be observed when the user has several million CIs. With the addition of CIs, the dashboard became slow. A slow query can be observed, which has a large number of CIs and a wildcard search. With the wildcard search, the query cannot be tuned.
      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

      The BSM related_services API endpoint truncates long sys_id lists As a result, 400 errors are returned on the dependency viewer. If a large list of nodes is present in the dependency viewer, the Related Services tab in the details pane can potentially be unusable. This is because too many records are being sent in the REST call to the related services API, which only accepts parameters up to a certain length. The rest of the record IDs are being cut off, and the REST call is badly formed, resulting in an error instead of any related services being returned.

      Refer to the listed KB article for details.

      Configuration Management Database (CMDB)

      PRB1449059

      KB0866331

      The error message 'Rule entry under {1} identifier using non-existent {2} is ignored during identification!' appears when accessing any CI identifier When trying to access any table the following error message is seen: 'Error message :"Rule entry under {1} identifier using non-existent {2} is ignored during identification!'. For example, when trying to access CI identifiers and the CI identifier entry (cmdb_identifier_entry), the same error message displays.

      Refer to the listed KB article for details.

      Connect Chat

      PRB1421797

      After upgrading to Orlando, a 'Requested URI does not represent any resource' message is shown in the system log After upgrading to Orlando, 'Requested URI does not represent any resource: /now/connect/support/queues: no thrown error' is shown in the system log.

      Contextual Search

      PRB1446549

      'Scripted Search Resource' and 'Additional Search Resource' do not support calling a scoped script include
      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

      'IntegrationStudioScriptableApi' 'schemaFromSampleData' does not return the correct schema for a nested JSON payload
      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

      The glide lookup transform operation does not work in nested levels The glide lookup transform operation does not work properly in nested levels, like temp.interfaces[*].

      Customer Service Management

      PRB1415197

      The CSM Portal page takes a long time to open

      Customer Service Management

      PRB1443938

      Single score cards are showing an empty state instead of 'No Score' or 'Number Zero'
      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

      Activities generated by the 'Create Activity' fix script are not showing in the Customer Activity tab if the admin timezone is behind GMT
      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

      Query resulting from the 'Cloud ResourceDiscoveryCountHandler' script causes high CPU usage issue

      Discovery

      PRB1421483

      Multiple concurrent calls to /api/now/pattern_library/GetCITypes may increase the memory consumption and semaphore exhaustion

      Discovery

      PRB1430051

      Select query operations on the discovery_cloud_temp_result table are causing system performance issues A large number of select queries on the discovery_cloud_temp_results table are hampering the system's performance.

      Discovery

      PRB1433712

      SNMP classification doesn't detect broadcast or network addresses properly Discovery is running on the same device multiple times.

      Discovery

      PRB1436135

      Issue discovering a CI when scanning multiple IPs of the same CI in a single schedule where the first IP returns as invalid This can be observed when discovering multiple IPs of the same device in the same schedule. If the first IP after classification is found to be an invalid IP (Broadcast, Network, HSRP VIP) but that IP is part of the CI, the record will be marked in the discovery_device_duplicate_ips table as being completed. Then, when the following IPs come in, and if one or more of these are valid IPs, identification does not continue to run for these IPs because it thinks they are duplicate, based on the first discovery_device_duplicate_ips record being marked as completed.

      Discovery

      PRB1437845

      KB0862366

      ECC queue processing can generate errors if the instance does not have Pattern Designer enabled After upgrading to Paris, users might see input ECC queue records with a sensor failure. The script include is called every time the ECC queue input record is processed. However, the script include DiscoveryPageManager is distributed via the plugin com.snc.pattern.designer (Pattern Designer), which some users may not have.
      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

      In pattern steps, the 'JSON File' parsing strategy can fail with a parsing error if there is a '.' character within the input or if the key is a JSON object by itself

      Discovery

      PRB1448131

      'Unique Key violation' and 'QLIntegrityConstraint ViolationException' errors on the discovery_device_duplicate_ips table in Paris
      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

      Deprecated Slack antecedents to the conversations API are breaking the Now Actions application integration

      Email

      PRB1441731

      The Slack events API is removing the authed_teams field As of 2/21/2021, the Slack auth_teams API will be removed. As a result, events will no longer contain full lists of authed_users or authed_teams.

      Email

      PRB1445563

      Compatibility with new Slack granular scopes In order to use the Now Actions Slack app after 18 November 2021, it must be upgraded to use Slack's new granular scopes. This change adds ServiceNow compatibility with the new scopes, so it will work with the new Now Actions Slack app once it has been upgraded.

      Email

      PRB1446771

      The email client is closed when clicking an attachment name in Agent Workspace in Orlando When clicking the name of the uploaded attachment, the entire email tab closes and redirects back to the case view. This issue does not occur in a New York instance.

      Event Management

      PRB1389327

      The list auto-refresh hook does not work as expected
      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

      Impact calculation job for alert group services (-2) runs with big gap Impact calculation job for alert group services (-2) runs with big gap. As a result, the EM dashboard shows already closed alerts.

      Refer to the listed KB article for details.

      Event Management

      PRB1415821

      An alert on a connected business service is not propagated correctly In a situation where app service X is dependent on app service Y, when Y has an alert against it, service Y and X are both lit up properly in the service map view. However, service Y is not lit up in the operator workspace view, only service X is lit as expected.
      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

      The severity of service in the Monitored Services (cmdb_ci_service_auto) table is different from the status of the same service in the em_impact_status table

      Event Management

      PRB1434272

      Missing memory protection in the loading of em_impact_maint_ci during the Impact Tree Builder job

      Event Management

      PRB1440842

      KB0866934

      $insights_explorer.do is shown as blank when accessing with IE11

      Refer to the listed KB article for details.

      Event Management

      PRB1447902

      Query-based services display the incorrect number of related alerts in workspace Also, they do not display alerts for enriched CIs.

      Field Service Management

      PRB1417127

      The scheduled appointment date repeats itself when the date format is changed In the Widget Online Check-in experience, if the date format is changed from 'YYYY-MM-DD' to anything else, the date repeats itself.
      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

      The name and role are not defined for Next controls in the calendar section The screen readers are not available for the calendar's Next and Previous buttons.
      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

      Days within the calendar are not translating into Portuguese in walk-up online check-in The months and days in the calendar in the portal are not translated to any other language other than English.
      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

      Financial workbench times out and shows a 'Lost Connection to Server' message
      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

      Flow Designer causes a latency issue with Service Catalog when the trigger type is set as 'Run flow in foreground'
      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

      GlideRecord references break after a flow comes back to the instance from MID

      Refer to the listed KB article for details.

      Flow Designer

      PRB1410941

      KB0829015

      'Ask for Approval' due date rules do not work as expected in Orlando when the system date format is 'dd-MM-yyyy' Flows using 'Ask for Approval' with a due date are automatically getting canceled, approved, or rejected without waiting due to issues in the due date calculation. Approvals are marked as no longer required.

      Refer to the listed KB article for details.

      Flow Designer

      PRB1411224

      Unable to open flow executions if a subflow input is named 'current' The flow execution shows it is loading and never opens the flow executions.
      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

      For Each may process the same iteration repeatedly due to garbage collection

      Flow Designer

      PRB1430176

      When a flow moves to the stage 'Request Cancelled', the flow results in the state error with the error message 'Transaction cancelled: manually by system'
      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

      If a dynamic flow's flow logic doesn't run at the runtime, the operations view errors out with 'Cannot read property 'operationsOutput' of undefined'

      Refer to the listed KB article for details.

      Flow Designer

      PRB1439445

      KB0861934

      'Look Up Records' intermittently fails if the pill representing a reference is used in the condition and there is a previous update record This issue occurs with a service catalog flow that updates sc_req_item and looks up records with a condition that uses a pill representing a reference. This may result in the look up records failing to find any records, due to the name of the table being used in the condition rather than the sys_id of the reference. The failure occurs intermittently without making any alterations to the flow.

      Refer to the listed KB article for details.

      Flow Designer

      PRB1441759

      Stack overflow error when accessing the sc_req_item list Accessing the sc_req_item list view causes a recursive loop, resulting in a stack overflow.

      Flow Designer

      PRB1443148

      Non-admin users cannot read records on tables that use content filtering in their READ ACL on the Oracle DB Users experience UI issues with the sys_user table and the action_designer and flow_designer roles.

      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

      Too many log messages due to session clones There are always two lines printed when the session is cloned, which can be excessive.

      Flow Designer

      PRB1448540

      In Paris and later, inline scripts inside the top level of a dynamic template field don't do anything

      Forms and Fields

      PRB1424324

      Duplicate records in sys_ui_ element are created when the business rule is aborting the transaction on sys_ui_section

      Forms and Fields

      PRB1425247

      KB0863438

      Updating the image field by uploading a new image navigates to an error

      Refer to the listed KB article for details.

      Forms and Fields

      PRB1433969

      KB0864560

      Dependent fields coming from the base table are not showing the proper choice list on the change of the choice value Dependent choice fields added in the base table are not showing the proper choice list onChange of the parent choice value.

      Refer to the listed KB article for details.

      Forms and Fields

      PRB1437134

      Invalid query detected when opening a /table.do page An invalid query is detected related to an unknown field sys_domain in the table sys_ui_related_list_entry. When a /table_name.do form (not a workspace form) is rendered, users get an error on the server.

      HTML Editor

      PRB1424202

      KB0861200

      The HTML content frame is small on existing records
      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

      The life cycle activity set recipients dot-walked HR profile email does not send
      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

      Widgets failing error when clicking the 'Request' header menu in ESC portal When clicking the 'Request' header in the ESC Portal, the following error message is displayed: 'Failing widget: 'HRM Task Header' (a20187d53bdb13004d 3b695593efc4ab) called from: 'HRM Task' (2f6aba553bd b13004d3b695593efc4d8)'.

      Refer to the listed KB article for details.

      Import / Export

      PRB1421414

      The JDBC data source import is failing if the initial request is timed out, which blocks the thread The JDBC data source import is failing if the initial request is timed out and blocking the thread, so the subsequent request is timing out after 5 minutes without any error message or information in the MID logs.

      Import / Export

      PRB1434384

      KB0860658

      'No sensors defined' error for the export set ExportSetResult ECC queue input records This issue occurs because skip_sensor=true is missing from the StreamPipeline ECC queue output record. All features that use MID Servers (except Discovery, which was the first feature) and especially features that do not have a sensor, need to include the parameter skip_sensor=true in their ecc_queue outputs. Export set inputs in the ECC queue are set as 'Error' and with an error string unrelated to export sets because of this, despite the job probably working. If the skip_sensor parameter is present ([parameter name='skip_sensor' value='true']), the discovery sensors do not run.
      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

      IDRConsumerJob should commit to end when the current metadata offset is null If it does not, the offset must be manually set.

      IntegrationHub

      PRB1417621

      KB0852831

      The flow stops and gets stuck in the 'Continue Sync' state when using sn_fd.FlowAPI.execute Flow() Flows get stuck in the 'Continue Sync' state (sys_flow_context.state) after a second REST step on the MID Server.

      Refer to the listed KB article for details.

      MID Server

      PRB1411840

      SSH-based application patterns never try more than one applicative credential Oracle DB On Unix is the primary pattern that displays this behavior.

      MID Server

      PRB1419594

      KB0853593

      MID Server throws the error 'EXCEPTION_ACCESS_VIOLATION' and goes down when using Java 8 Update 261 (JRE 1.8.0_261) Using Oracle Java 8 Update 261 (JRE 1.8.0_261) with a MID Server installation causes the MID Server to go down with the 'EXCEPTION_ACCESS_VIOLATION' exception. This can have an impact on the disk space of the whole server as well, eventually bringing the host server down too. Oracle 1.8.0_251 does not cause the issue, nor does the bundled OpenJDK 1.8.0_231.

      Refer to the listed KB article for details.

      MID Server

      PRB1429673

      The file used during discovery is being flagged as malware (httpgetbin_encoded.vbs) The httpgetbin_encoded.vbs file used during discovery is flagged by certain anti-virus applications.

      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

      SNCSSH fetches external credentials from the SSHProtocolEngine thread, which results in blocking calls Users may see SSH timeouts or slow SSH performance.

      MID Server

      PRB1435863

      KB0861098

      MID Server is down due to a false 'expected service name' error This issue is observed if a PowerShell issue occurs where the service name cannot be fetched. It is also observed if the 'case' of the service name does not exactly match between the wrapper-override.conf and the running service or registry.

      Refer to the listed KB article for details.

      MID Server

      PRB1435936

      KB0861621

      Classify can fail if target_powershell_access is false From Paris, during Windows classification, the probe runs a test to check if the credential has access to \\target\admin$ and can invoke the remote PowerShell process on the target (target_powershell_access). If the check fails for target_powershell_access, the probe runs legacy WMI queries to fetch a result. However, the result returned in the ecc_queue input payload also has an error string from the test for target_powershell_access, which the sensor will report as an error and try the next classifier. This can cause discovery to fail.
      1. Run a discovery on a Windows host.
      2. Ensure that the credential used cannot invoke the PowerShell process on the target.

      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

      Mobile impersonation requires an interactive session
      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

      NLUUtil.getAllPublishedModels returns the same models more than once with multiple active versions

      On-call Scheduling

      PRB1407426

      Issues with 'Your Upcoming Shifts' for users The issue concerns the filtering logic of the upcoming shifts, and the spans API when coverage is provided to a user.
      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

      Metrics not showing in the Operational Intelligence Insight Explorer

      Patterns

      PRB1433483

      Issues with processing and removing loopback IP addresses Only certain actions are performed if glide.discovery.allow_loopback_adapters is set to true. These actions should be occurring whether or not the property is true or false. The only thing this property should do is decide whether or not the adapters and IP addresses are kept when the ifType of the adapter is 24. This is based on matching the behavior in the script include 'SnmpIdentityInfoParser'.

      Performance Analytics

      PRB1393955

      On a Calendar report, the 'View all records' link applies an incorrect filter

      Performance Analytics

      PRB1444826

      Some reports are not loading in Service Portal after upgrading to Paris if the accessibility is turned on The following browser console error can be found: 'Uncaught Error: ReferenceError: GwtMessage is not defined'.

      Persistence

      PRB1417225

      The secondary database query timeout calculation uses too much app tier CPU under a high concurrent load
      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

      The dynamic RR exclusion list causes replication breakage on RRs Table structure differs between the main DBI and RR. When the upgrade runs, this differentiation causes replication breakage.

      Refer to the listed KB article for details.

      Platform Licensing

      PRB1433269

      If an instance has the platform runtime license, then it performs system entitlement user allocation for platform runtime tables only If the instance has both the platform runtime license and the App Engine license, it should only consider entitlement for platform runtime roles specified on the platform runtime app module. Users with PR roles should be tracked for PR license consumption.
      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

      Performance issues with Custom Role Mapping for the Subscription Summary job

      Platform Licensing

      PRB1444651

      Expired mutex License-Mutex is not released for a long running Subscription Summary Worker job Instances experience a Subscription Summary Worker job that runs endlessly.

      Platform Licensing

      PRB1446169

      KB0864730

      Multiple errors in the logs on a unique key violation detected for sys_user_unlicensed and an incorrect insertion or deletion of data alternatively Following an upgrade to Paris, there are 'Unique key violation detected' errors on 'INSERT INTO sys_user_unlicensed' that can be observed in the syslog table.

      Refer to the listed KB article for details.

      Platform Performance

      PRB1436418

      The /angular.do transactions add significant load to the default semaphore pool The /angular.do list_history and get_new_entries operations are hard-coded to execute every 2 minutes, increasing the amount of angular traffic to the instance.
      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

      Empty fix script file for Edge Encryption with password2
      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

      Nested horizontal accordion lines should be removed This issue occurs only in Paris.
      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

      When a user has the playbook_experience.admin role, a 'First select a table' message is displayed in Client Conditions
      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

      Watch list users are deleted and 'Under Schedule Valid From' and 'Valid To' are removed from policy exceptions after the upgrade This issue is observed by users upgrading to Paris with the Policy and Compliance application.
      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

      Custom tables are not available as a trigger for Process Automation Designer Custom tables to be used as triggers in Process Automation Designer do not show up in the 'Table' list.

      Process Automation Designer

      PRB1442723

      Activities with input field values that contain a new line can't be updated in Process Automation Designer This issue was observed in the Paris release.
      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

      The Move Project functionality is not working from the subproject level Users are unable to move the project to any other date from the subproject level.
      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

      Issue while using CTRL+S to save a cell value for a grid on Windows OS in Chrome or Firefox For Windows, while using CTRL+S to save a cell value for a grid, it shows the default save for desktop Windows.
      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

      Homepage and dashboard report widgets have UI alignment differences After upgrading to Paris, users see UI differences with the report widgets on both homepages and dashboards. This applies to the alignment of scores on semi donuts, donuts, and dials.

      Reporting

      PRB1437714

      Map reports do not show the border lines When viewing a report of type 'Map' in a Paris instance, the border lines delimiting the countries are not displayed. In Orlando, the borders are displayed.
      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

      Disable the Alias Module and Apply Alias fields when the Alias feature is disabled
      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

      Use a newer API to set the cache-control header value for WHTPProcessor
      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

      Required Aria parent role is not provided for the list items present in the Service Catalog categories page Users who rely on screen readers are impacted as the required Aria parent role is not provided for the list items present in the Application Management page.
      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

      The SC Categories widget takes a long time to load In Paris, it is evaluating the user cache per session. As a result, it takes a long time to load for every login, even though the catalog-related caches exist.

      Service Level Agreement (SLA)

      PRB1414863

      Custom flows using the base instance 'SLA Task' as a trigger are not launching unless the flow is configured in the global scope
      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

      AFP suggestions may be deleted due to changes in the Machine Learning API The AFP can be deleted because of a recent change in the ML API that requires the sequence number for the first page to begin with 1, not 0.
      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

      ATF tests are timing out on the 'Open Service Portal Page' step The 'Open Service Portal Page' ATF test step is failing with a 'Timeout exceeded. Failed to execute the test step' failure message with the timeout set to 2 minutes.

      Service Portal

      PRB1415421

      The date validation script preventing catalog item submission in Service Portal When the date validation script is enabled and the catalog item has more than 2 date variables, it causes an issue with submission in Service Portal.

      Service Portal

      PRB1440487

      KB0862484

      In the Service Portal Knowledge article view, the PDF icon beside the attachment link is not displayed in the Knowledge Attachments widget

      Refer to the listed KB article for details.

      Service Portal

      PRB1441152

      Unable to save a record in Service Portal using the form widget when a custom journal field is added
      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

      The required Aria child role is not provided for the choice list and reference items Users who rely on screen readers are impacted as the required Aria child role is not provided for the list items present in Application Management page.
      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

      Users are experiencing performance issue with the Contract Compliance Checks scheduled job The Contract Compliance Checks scheduled job takes more than three hours to complete.

      Software Asset Management Professional

      PRB1428549

      Fixed the logic to process concurrent license consumption data for the last 90 days for Citrix products

      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

      The deletion of directory integration profiles is not deleting records in the Directory Job Log [directory_job_log] table
      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

      After upgrading to Paris, 'global.SAMSaasIntegrationUtils() .invokeIntegrationFunction' is no longer valid After upgrading to Paris, the SAMP related integration profile-based jobs fail and no jobs are executing. The following error appears in the system logs: 'Error: Invalid scheduledJob *** Script: Error: Invalid scheduledJob: no thrown error'.

      Refer to the listed KB article for details.

      Software Asset Management Professional

      PRB1443734

      DocuSign subscription identifiers are being incorrectly pulled from the billing API When a new DocuSign account is connected, fresh subscription identifiers for DocuSign are downloaded and software models are not created.

      Software Asset Management Professional

      PRB1444079

      Software rights calculator incorrectly leading to incorrect reconciliation results Software rights calculating incorrectly causes over-licensing when creating the upgrade entitlement and deleting it.

      Software Asset Management Professional

      PRB1444759

      'Used by' might not always belong to a computer class for client and custom metric calculators
      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

      The post-clone switch branch can use the incorrect ref_id as a target head The target branch is being initialized with the incorrect ref_id, causing the delta to generate an incorrect Git difference in the memory.

      Source Control Integration

      PRB1444655

      Null pointer exception in the 'com.glide.source_control/update/ fix_set_include_my_schema_prop.xml' fix script

      Survey Management

      PRB1443850

      The visual focus indicator is not visible on the 'Reposition Choice' buttons As a result, keyboard-dependent users will not be able to track the focus location.
      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

      If a survey instance fails to be created, a warning is displayed Starting in Paris, there is a warning message when a survey fails to be created. This causes issues for users who use complex logic to determine if a survey should be created and then aborts the creation. Also, the message is displayed to the end user, who cannot do anything with it.

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

      Notice that the message is shown to the user.

      Templates

      PRB1431866

      KB0864135

      Templates are not applied in Agent Workspace when the value contains the character '^' Templates are not setting values in Agent Workspace when the value contains the character '^', but it works in platform.

      Refer to the listed KB article for details.

      Text Search

      PRB1428771

      KB0866839

      Stop words connected by number breaks (hyphen, underscore, period) causing 'Array out of Bound' Knowledge articles are not returning results if 'to' is in the meta tag and it is set as a stop word in Paris.
      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

      A REST request without a JSESSIONID, but with a valid glide_user_activity token in the cookie, fails with a 401 HTTP code The fix for PRB1396897 is disabled by default. To receive the fix for this problem, users need to set the Boolean property com.glide.processors. httpauthprocessor. activity_cookie_check to 'true'.
      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

      After a node is restarted or upgraded, if the first guest API call doesn't have the 'X-End-User' token, it creates an integration session which times out after a minute After a failover, the first request from the guest to the node is created as an integration session, and the session time out is set to the integration session time out. The default value is one minute. Because of this, the user's session is active only for a minute if the user does not send a message within the minute. If they do not send a message within the first minute, the session expires. For new requests, new sessions are created.
      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

      The Global Update UI action is overridden by the Campaign Update UI action As a result, there is a 'Missing Action Script' error in Paris instances that have HR Service Delivery and Domain Separation. When trying to update a user or an HR profile in instances that have HR Service Delivery and Domain Separation installed, users cannot use the Update button.
      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

      When users delete a filter in Service Portal, the tool tip does not close
      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

      Plugin activations that involve plugins which cause excessive cache flushes, cause even more excessive cache flushing due to multiple nodes broadcasting their flushes When a plugin like PPM Standard is installed, which is a bundle of several project management plugins, and the cache_flush='true' is installed, there is a waterfall effect of system-wide cache flushes that lead to severe performance degradation.
      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

      Patch upgrades are not processing the update/glidesoft folder
      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

      Use a newer API to set the cache-control header value for UxPageProcessor
      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

      When com.glide.cs.guest _session_resumable=true, refreshing the web client after a conversation results in duplicate sys_cs_conversation records
      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

      A condition is missing in the topic block
      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

      A page reload occurs every time a user interacts with a custom control on the web client
      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

      When a message fails to resend, the spinner does not go away

      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

      Luminosity contrast ratio for the 'Virtual Agent' text is 2.8:1, which is less than 4.5:1 Users may find it difficult to read when the 'Virtual Agent' text is 2.8:1 because its luminosity ratio is less than expected ratio, which is 4.5:1. The same issue appears for the 'All Topics' text which appears after activating the Show Me Everything button. Also, the luminosity contrast ratio for the 'New Messages Below' text is 1.8:1, which is less than 4.5:1.
      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

      When the topic picker is displayed after a refresh, the Cancel button, if enabled, does not send the conversation ID to the server The page needs to be reloaded to enable the Start Conversation and End Conversation buttons. After initiating the initial conversation, the End Conversation button is disabled. Also, users have noticed that after they finish the topic, the Start Conversation button is also disabled.
      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

      The 'MediaResource' get method should have authorization The upload method has an authorization check, but the getter method does not.
      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

      Trying to use an expired link from teams to link an account is killing the session and redirecting to the login page Subsequent logins fail unless the browser cache is cleared.
      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

      The idle timeout job and the disconnect jobs are not upgrade safe The 'timeout stuck pending accept work item' and 'Disconnected Chat Timeout' jobs are not upgrade safe. The chat requester idle reminder watcher (sys_script.list ) and chat requester idle timeout watcher (sys_script.list ) are set to async.

      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

      In the base instance conversation 'Check IT Ticket Status (Template)', the Additional comments field is not displayed in the card view
      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

      When a live agent ends a chat, the end user is unable to connect to another live agent through the 'Anything Else' topic
      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

      The 'cs/support_queue' AMB channel is receiving frames from multiple user sessions for a specific logged in user in the VA web client The issue can be observed when 100 users are in total concurrency on the instance nodes executing the test case, and a user manually logs in to the instance and launches the VA web client. When they open the network tools in the browser, they see that the logged in user is receiving frames on the cs/support_queue channel from the users that are participating in the load test. Also, the CS worker threads are overflowing messages to sysevent as the 'in memory' queue limit is exhausted.

      Virtual Agent Platform

      PRB1449473

      Provide a way to resume the Greetings topic in Orlando and Paris

      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

      The task created from the 'Open' lane does not reflect in the lane after adding the card
      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.

      Note: It is working in New York. The issue exists starting from Orlando.

      Visual Task Boards

      PRB1442550

      Visual Task Boards do not automatically refresh to show items that were changed to match the board's criteria in Paris If a VTB card initially meets the criteria to display on the task board, and the underlying record is then updated so that it does not meet that criteria, the card will be removed from the VTB in real time as the record is updated. However, if users then undo the changes to the record so that it again meets the board's criteria, the card is not visible on the board unless they refresh the page. This behavior occurs in the Paris release. In Orlando, the VTB board displays the card once the record is updated without the need to refresh.
      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

      Every form element needs a label Screen readers face issues if a form element does not have a label.
      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

      Focus does not move to the buttons present under 'Please rate your overall walk-up experience' when navigating with the keyboard tab key Keyboard users who rely on the keyboard for navigation are not able to change the categories and are not able to rate their experience.
      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

      After resizing the page up to 400%, the page content is not visible After resizing the page to 400%, the content present on the page is overlapped. The visual user is blocked and finds it difficult to navigate and read the content on the page.
      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

      Luminosity contrast ratio for 'Awesome Good to know' Text is 1.8:1, which is less than 4.5:1 Users may find it difficult to read the text if the 'Awesome Good to know' text luminosity ratio is less than the expected ratio, which is 4.5:1. The same issue is observed for the 'Got it good to know' text while activating the Got it button on the same page, and for the 'Sorry to' text while activating the Sorry button on the same page.
      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

      The luminosity contrast ratio for the placeholder text 'Select a walkup location' is 2.8:1, which is less than 4.5:1 Users may find it difficult to read the text if the 'Awesome Good to know' text luminosity ratio is less than the expected ratio, which is 4.5:1.
      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.

      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 3
      • Paris Patch 2 Hotfix 1
      • Paris Patch 2
      • Paris Patch 1
      • Paris security and notable fixes
      • All other Paris fixes

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