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    Home Paris Release Notes Paris release notes Learn about Paris Available patches and hotfixes Paris security and notable fixes

    Paris security and notable fixes

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    Paris security and notable fixes

    The Paris release contains important problem fixes.

    Paris was released on July 23, 2020.
    Build date: 07-17-2020_1943
    Build tag: glide-paris-06-24-2020__patch0-hotfix1-07-07-2020
    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.

    Security-related fixes

    Paris 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, refer to KB0831431.

    Review Customer Service Management roles
    Please refer to KB0829930 for details on the review of Customer Service Management roles.

    Important fixes in Paris

    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

    Authentication - SSO

    PRB1375666

    KB0789247

    Slow memory leak due to a large number of SAML metadata import threads, causing intermittent and poor performance The node responds to HTTP requests, but the access with the browser produces an empty screen and intermittent sluggish transactions.

    Refer to the listed KB article for details.

    Discovery

    PRB1371401

    KB0813876

    Script include 'DeviceL3Mapping' may trigger slow queries on CMDB 'DeviceL3Mapping' can take up to a few seconds depending on the size of dscy_route_interface and the number of IPs per device. This can cause the event queue to back up when discovery.device .complete events are happening multiple times per second.

    Refer to the listed KB article for details.

    Transaction and Session Management

    PRB718833

    KB0715287

    Data exceeding 2MB in a form fails to be saved without a warning message to the user due to a Tomcat POST data size limitation

    Refer to the listed KB article for details.

    Persistence

    PRB594423

    KB0621883

    Line charts that trend by a date field per week do not properly display records for a group when the week is split between two years
    1. Create or import changes and incidents with a sys_created_on date and time between 2016-12-26 23:59:59 and 2017-01-09 00:00:00.
    2. Create a line chart report with the following values:
      • Type: Line Chart
      • Table: Task
      • Group: Task type
      • Trend: Created per Week Enable Display grid
      • Filter: Created after 2016-12-26 23:59:59 and Created before 2017-01-09 00:00:00
    3. Execute the report.

    Observe the differences between the chart and grid list.

    Notice that the behavior can also be replicated using a GlideAggregate script.

    Lists

    PRB1382268

    KB0794235

    Grouped by records are not displayed when the filter is specified against a date/time field When users try to view grouped by records, unexpected results are seen if there is a filter specified against a date/time field, such as 'Created'. Instead of displaying expected results, it is displaying an empty list. It seems that the URL's encoded query in the rendered HTML is invalid and not returning the expected results.

    Refer to the listed KB article for details.

    Lists

    PRB1394458

    KB0822452

    A large white space is displayed at the bottom of the form
    1. Open an Incident form.
    2. Navigate to where the related lists display.

    Notice that in the Orlando release, the space under the related lists is considerably more than in previous releases.

    Email

    PRB1383881

    KB0813088

    While processing inbound email triggers, the email filter can affect subsequent emails when multiple email.read events are processed by the same transaction When two emails are processed under the same transaction, the second email which may have come from a valid sender is set as 'received-ignored'. It is marked as ignored by the filter with an error string that may mention the subject of a previously ignored email. This may also lead to stale behavior of the email filter when it is being processed for inbound email flows.
    1. Send an email to an instance which would likely be received-ignored due to headers/subject/from.
    2. At the same time, send another email to the same instance which should be received.
    3. Make sure that when the email.read events are processed for both the emails, they should be processed in the same transaction.
    4. Wait until the email.read events are processed for both the email and the appropriate filters, inbound action, and flows are evaluated.

    Expected behavior: The first email should be set as 'received-ignored', which would be filtered by email properties or by email filters. The second email should be set as 'received' and should not be filtered by email properties or by email filters.

    Actual behavior: The second email is marked as 'received-ignored' as it is being filtered by email properties or by email filters.

    Platform Licensing

    PRB1388445

    Allocation is incorrectly shown as 'Unavailable' or 0 in Subscription Management After downloading the ITSM per-user license and allocating users to the ITSM subscription, the Allocated column is still shown as 'Unavailable' on the Subscription Management page. The sys_user_has_license table has the correct information, but it is not being propagated into license_details. allocated.

    Human Resources Service Management

    PRB1373690

    KB0813896

    Attachment deletion cascades in task.sn_ esign_document update to null, but there is no index to support it

    When an instance is on New York and it has the eSign plugin installed, removing an attachment from any location cascades in task.sn_ esign_document updates to null, but there is no index to support it. This is by design. Unintentionally, it leads to a table lock on the task.

    The eSign plugin is also installed if the HR scoped app (com.sn_hr_core) is installed as part of the upgrade to New York for the first time. This is not the same as the global HR application (com.snc.hr.core).

    Refer to the listed KB article for details.

    Instance Scan

    PRB1309544

    KB0824729

    The 'Collect Table Per Hierarchy Stats' job and 'Collect Table Stats' jobs can lead to daily flushing of the TableDescriptor cache and performance degradation

    Refer to the listed KB article for details.

    Persistence

    PRB1317653

    Cascade delete/update causes a table lock when no index exists on the reference field of the table When deleting records pointed by a reference field, if the reference field has no index, it causes a full table scan potentially blocking all other transactions on that table.

    Lists

    PRB1390418

    Instance performance degradation due to multiple users having their personalized list view preference set to a 'high' row count display such as 100 or more

    UI Pages/Macros

    PRB1394830

    KB0820812

    The warning 'org.mozilla.java script.EcmaError:"referrerpolicy" is not defined.' appears in the system log

    Refer to the listed KB article for details.

    Live Feed

    PRB880294

    KB0697353

    The 'Resolve Live Links' business rule gets stuck The business rule 'Resolve Live Links', when triggered, creates a job 'ASYNC: Resolve Live Links'. The job may become stuck and will not complete. The job then occupies a worker thread, which may lead to internal monitoring alerts like 'Scheduler is overloaded or stuck'.

    Refer to the listed KB article for details.

    Service Catalog: Service Portal Widgets

    PRB1380844

    KB0814581

    The order of execution of a variable set client script is not honored in Service Portal In New York, when the order of the variable set client script is higher than that of the normal catalog client script, Service Portal fails to honor the order of execution of the scripts. This works correctly in platform. In Service Portal, the variable set client script still executes before the normal catalog client script. In London, when the order of the variable set client script is higher than that of the normal catalog client script, Service Portal executes the catalog client script followed by the variable set client script.

    Refer to the listed KB article for details.

    Automated Test Framework

    PRB1378364

    KB0789203

    ATF tests can time out when they are run with the debug mode on The test gets stuck with a full progress bar at 'Finished test execution, reporting result' when the ATF debug mode is enabled.
    1. Navigate to System UI > UI Pages, and click New.
    2. Input any name and copy the following in the Client script field: 'for (var i = 0; i 10000; i++)top.console.log("Hello ATF!");'.
    3. Click Submit.
    4. Navigate to Automated Test Framework (ATF) > Tests and click New.
    5. Input any value for 'Name' and click Save.
    6. Click Add Test Step, navigate to the Form category and select Open an Existing Record.
    7. Set the table to 'UI Page [sys_ui_page]' and the record to the UI page created in Steps 1-3, and submit.
    8. Click Add Test Step, navigate to the Form category, and select Click a UI Action.
    9. Set the table to 'UI Page [sys_ui_page]' and the UI action to 'Try It', then submit.
    10. Click Run Test, select Start a new test runner then click Run Test.

    Expected behavior: The test should run to completion without issue.

    Actual behavior: The test runs in the client test runner, but gets stuck with a full progress bar at 'Finished test execution, reporting result'. In the browser console, the message 'ReportUITestProgress.reportBatchResult: failed X time(s) to report batch result, http status 0, trying again' is reported repeatedly until the batch times out after 10 minutes. The test eventually ends in failure with the output 'The test timed out because the max execution time (600 seconds) was reached while executing steps 1 - 2'.

    Service Portal

    PRB676928

    KB0685823

    The sys_popup view is not used for the form modal and there is not a system property available to change this behavior Popup views are not available to modify the reference popup in Service Portal. By default, it uses the view of the form in which the reference field was clicked.
    1. Navigate to Service Portal.
    2. For any reference field on a form, click the 'i' icon.

      Notice the view that opens for the reference pop-up.

    3. Navigate to the relevant table and compare the view.

    Expected behavior: The reference field record should open in sys_popup view like it does in the native platform UI.

    Actual behavior: The reference popup view defaults to the view of the form in which the reference field was clicked. There is no way to set it to any other view.

    Transaction and Session Management

    PRB1352362

    WebSockets are accumulating requestInfo objects in memory Specific traffic patterns seem to have caused a large number of request objects lingering in memory related to WebSockets. As a result, some nodes are running at a higher level of memory usage, which can affect performance.

    Authentication

    PRB714963

    KB0610399

    E-signature is not working as expected The iFrame embedding is not being allowed, although it is needed for e-signature requests.

    Refer to the listed KB article for details.

    Other notable Paris fixes

    Problem Short description Description Steps to reproduce

    Activity Stream

    PRB1324734

    KB0780243

    When an incident or case is raised from a chat, the chat entries logged in the incident activity are duplicated
    1. Initiate a chat from a chat queue.
    2. Impersonate the queue agent from another browser and accept the chat.
    3. Add comments and raise an incident using the 'Create incident' action in the chat.
    4. Save the incident.

    Notice that the activity has duplicated entries for the chat.

    Activity Stream

    PRB1377314

    HTML style tags added to the activity stream via journal fields apply their CSS to the entire form Style tags should only impact the activity post that includes the tags. However, the style tags are affecting the whole form.

    Activity Stream

    PRB704068

    KB0621650

    The email address in the CC field is moved into the To field when users reply all in Workspace An email address in the CC field also appears in the To field when an inbound email is updated in the target record activity logs.
    1. Create an email message with recipients in both the To and CC fields.
    2. Send it to the instance to be processed as an incident.
    3. Process the email message by an inbound action. For example, Create Incident.

    A record is created or updated in the target table (for example, incident) and the received email is in the activity logs. Notice that the recipient in the CC field of the email is also incorrectly appearing in the To field.

    Advanced Work Assignment

    PRB1364391

    Duplicate work items are created for the same interaction

    Advanced Work Assignment

    PRB1376049

    AWA agents are set to 'Offline' unexpectedly while still using Workspace When users in Agent Workspace refresh their web browser, they may set the inbox status to 'Offline' unexpectedly, despite being 'Available' before refreshing.

    Agent Workspace

    PRB1331195

    KB0793409

    Client scripts with g_form.setValue() updating through Agent Workspace do not work on dependent choice fields While a record is updated through Agent Workspace, the client scripts g_form.setValue() do not work for dependent fields like subcategory, even if the same client script sets the category value prior. Templates using these fields are also impacted. This process works correctly in the platform and should also be honored in Agent Workspace.

    Refer to the listed KB article for details.

    Agent Workspace

    PRB1349808

    The activity stream in Agent Workspace shows the incorrect 'Time ago' values when the default date format is modified When the system settings for a user are set to show both 'Date' and 'Time ago', the activity stream in Agent Workspace shows both date and time ago fields correctly. For example, '2019-05-13 09:00:07 about a month ago'. However, if the system property for the default date format is modified, the values for 'Time ago' are not shown properly. For example, if the sys_property glide.sys.date_format is set as 'dd-MM-yyyy', users see this value in Agent Workspace: '13-05-2019 09:00:07 (49y ago)'. This is incorrect because '49 years ago' is a vague and incorrect value. This issue occurs only on Agent Workspace forms.
    1. Log in to any Madrid instance.
    2. Navigate to System Settings > General > Date/Time and ensure that Date/Time is set to 'both'.
    3. Open Agent Workspace and open any incident record that has field changes in the activity stream.

      Observe how the activity stream shows the 'Time ago' correctly (for example, '2019-05-13 09:00:07about a month ago').

    4. Change the default date format using the system property glide.sys.date_format to 'dd-MM-yyyy'.
    5. Reload the Agent Workspace record.

    Notice that the 'Time ago' shows a vague and incorrect value: '13-05-2019 09:00:07 (49y ago)'. This issue happens only on Agent Workspace forms, not platform forms. This issue occurs in New York Agent Workspace as well.

    Agent Workspace

    PRB1362446

    KB0792478

    Slow display of characters when users type quickly and the characters reach the line break or the next line When users type quickly and the characters reach the end of the line, there is a lag on the visibility of the typed characters.
    1. Open any case or incident in Agent Workspace.
    2. In the Activity section, quickly type 2 lines of characters.

    Observe that once the letters are past the first line, the new characters in the next line do not appear until you stop typing.

    Agent Workspace

    PRB1369648

    Reference field search requests in Workspace can stack up, causing high session wait time and slowness Also, clicking a reference field triggers a '**' search, which can be very slow if users have a large number of CMDB records.
    1. Navigate to the incident form in Agent Workspace.
    2. Click the Configuration Item field.

      This immediately triggers a '**' search which can be slow if customers have a large number of CMDB records.

    3. While that search is still running, enter a value into the field, which should trigger another search.

    Since the first search has not completed, users have to wait for it before triggering the second search.

    Agent Workspace

    PRB1370204

    KB0821402

    The filter condition is garbled when Japanese is selected as the language

    Refer to the listed KB article for details.

    Agent Workspace

    PRB1382971

    KB0814738

    Agent Workspace does not clean up resources when forms are opened and closed It takes a long time to load records in Agent Workspace.

    Refer to the listed KB article for details.

    Application Navigator & Banner Frame

    PRB1379616

    'Group by' is not working when used with sysparm_fixed_query in the application module
    1. Search for 'incident' in the filter navigator and point to 'Open'.
    2. Click the pencil icon (Edit Module).
    3. Add the following arguments in 'Link Type': GROUPBYpriority&sysparm_fixed_query=active=true^state=3.
    4. Refresh the page.

    When you select 'Open' in 'Incident', observe that it is not opening properly with the required conditions. This issue occurs in New York, but was working in Madrid.

    Approvals

    PRB1388882

    KB0817518

    Duplicate comments saying '[user name] requested to approve task' appears when the Ask for Approval action is used One comment comes from the base instance 'Approval Events (Task)' business rule, and the other comes from the flow action Ask for Approval.

    Refer to the listed KB article for details.

    Archiving

    PRB1184294

    KB0727666

    Archiving many cmdb_ci distinct tables can lead to slow cmdb_ci list loading Archiving a large number of cmdb_ci distinct tables can cause the cmdb_ci list to load slowly, such as affected CIs in change_request.
    1. Activate the data archiving plugin.
    2. Create a change request and add affected CIs that are records in the cmdb_ci_aix_server and cmdb_ci_spkg tables. For example, demo records 'SAP AppSRV01' and '3Com DMI Agent'.
    3. Create two archive rules on the two distinct cmdb_ci* hierarchy tables, each added to the change request from Step 2.

      The 'SAP AppSRV01' and '3Com DMI Agent' records should be archived so you can use the Name field to archive these records.

    4. Run the archive job.

    Notice that 'Get for non-existent record' appears in the localhost log. This grows rapidly if more cmdb_ci distinct table records are archived.

    Archiving

    PRB592993

    KB0791832

    Archiving throughput is impeded by too many restored records Data archiving throughput is impeded by the presence of restored records in the target table. This can cause archiving to become blocked when the first batch of rows matching the archive rule condition are records that had been previously archived and restored.

    Refer to the listed KB article for details.

    Assessments

    PRB1390450

    Vendor Risk Assessment does not generate category results for unscored metrics Inherent risk ratings and tiering scores are not being calculated as expected in Vendor Risk Management.
    1. Create a vendor risk assessment with 1 category and 1 metric with a Likert Scale datatype.
    2. Uncheck the Scored checkbox on that metric.
    3. Assign the assessment to any user and impersonate that user to submit the assessment.
    4. Fill in any non-zero value for that metric.

    Notice that the metric result is generated for the metric with the correct normalization value, but the category result is not.

    Audit History

    PRB1339700

    The gateway shard database can crash when rebuilding/updating the history for a record that has many entries When setting up gateway shards, users migrate certain tables like sys_audit, syslog, and sys_attachment to a different database server. When users try to generate the history for a record that is old and has many entries, it creates a giant query with a sys_id 'NOT IN' clause with many sys_ids that crashes the database.
    Note: To enable the fix, the system property 'glide.audit.deduplication. use_update_time' needs to be created with a value of true.

    Authentication

    PRB1345776

    KB0749846

    Users with the snc_read_only role cannot reset their passwords because they cannot write to the sys_user table

    Refer to the listed KB article for details.

    Authentication - SSO

    PRB1354023

    The SSO Identity Provider setting 'auto_update_user' puts inserts and updates in the current update set of a user logging in, even as a guest The default update set is not being updated when using SSO and Auto Provisioning User is checked on the identity provider. The update set of the user is being updated by 'guest' during the initial SSO login when Auto Provisioning User is checked.

    Authentication - SSO

    PRB1386543

    KB0826284

    An error appears when the 'Refresh MultiSSO IDP Metadata' scheduler job is run When the 'Refresh MultiSSO IDP Metadata' scheduler job runs, the following error appears: 'Invalid XML: net.shibboleth.utilities. java.support.xml .XMLParserException'.

    Refer to the listed KB article for details.

    Authentication - SSO

    PRB1390546

    Nodes are having native memory leak issues due to deflaters not being closed As a result of this issue, users connected to the impacted node will be unable to access the instance. Scheduled jobs or integrations on the impacted node may also be impacted by this issue. This only impacts the instances that have multi-SSO enabled.

    AWA: Routing and Assignment

    PRB1390690

    Scheduled jobs that refer to the class com.snc.awa.presence.job. PresenceMgtJob throw errors Scheduled jobs fail with the error 'Cannot load job class: com.snc.awa .presence.job.PresenceMgtJob, job cannot be run' after the upgrade. After the job failure, the scheduler will schedule the job to be retried immediately. The job fails again, and it keeps retrying the job indefinitely.
    1. Schedule a sys_trigger that refers to the trigger class com.snc.awa.presence.job.PresenceMgtJob to be run at some point in the future.
    2. Upgrade the instance.
    3. Wait for the job to run.

    Expected behavior: The job fails because the class doesn't exist, and will not run again or will stop retrying after a given number of attempts.

    Actual behavior: The job fails with the error 'Cannot load job class: com.snc.awa.presence.job.PresenceMgtJob, job cannot be run'. The scheduler schedules the job to be retried immediately. The job will fail again, and it will retry the job indefinitely.

    Change Management

    PRB1381213

    KB0815220

    Standard change read-only fields are not saving the default values After upgrading to New York, standard change requests are created with the type set to 'None' instead of 'Standard'. The field type is set to read-only and enforced through standard change properties. Any field that is added to the read-only list of the standard change properties (for example, Type) and is not set within the template, does not keep its value. A message is shown stating that the field has been modified.
    1. On the Standard Change Properties screen, add a Type field to 'List of fields that cannot be altered on a Change Request created from a Standard Change Template'.
    2. Create a Standard Change by navigating to Change > Create New > Select Standard Change from Interceptor.
    3. Select Network Standard Changes, then Add network switch to datacenter cabinet.
    4. On the header of 'Change for', right-click and select Save.
    5. On the change form, change 'Assignment Group' and click Save.
    You will receive the following error messages:
    • 'Fields Type populated from a Standard Change Template cannot be modified.'
    • 'Type cannot be changed to standard for Change Requests'
    • 'Invalid update'

    Change Management

    PRB1383739

    Starting a CAB meeting from a cab_meeting record should not set the first agenda item to 'Approved' automatically
    1. Create a CAB meeting and add agenda items to the CAB meeting.
    2. Set the CAB meeting state to 'In Progress' and save it.

    Expected behavior: The first agenda item state is changed to 'In Progress' and the decision remains empty.

    Actual behavior: The first agenda item state is changed to 'In Progress' and the decision is changed to 'Approved'.

    Change Management Risk Assessment

    PRB1353793

    KB0783093

    Change Request impact value does not update when the risk condition 'Use script values' is true and the script updates the impact via current

    Refer to the listed KB article for details.

    Change Management Risk Assessment

    PRB1385273

    Creating a new change risk assessment record allows users to save with a 'NULL' value on the mandatory field 'scale_factor', causing errors in Benchmark KPI data collection Admin users can create change risk assessment records without populating the value in the mandatory field 'scale_factor'.

    Cloud Management Application

    PRB1378241

    There is database contention with 'UPDATE sys_number_counter' during the insert to sn_cmp_cloud_trail, which is caused by APIProxySensor

    Cloud Management Application

    PRB1387728

    Performance issues with the non-indexed query on sn_cmp_order from the business rule 'Update Order Status'

    Cloud Management Application

    PRB1391748

    AWS child account discovery is not functional after running 'Refresh Member Accounts' due to missing LDCs After running 'Refresh Member Accounts', it is still required to manually run 'Discover Datacenters' on each member account in order for child account discovery to work. This adds a large amount of manual overhead that member account discovery is supposed to resolve.

    Condition Builder

    PRB1339974

    A filter condition with variables is getting cleared when loading a saved report In a report condition builder, the variable in the filter condition is cleared after saving the report and reloading the report. A variable from a variable set that is linked to a catalog item via io_set_item is selectable in the condition builder. After saving the report, the filter condition is still correct. But when refreshing the page or reopening the report, the filter condition variable is gone.

    Condition Builder

    PRB1342958

    KB0793919

    Filter criteria are no longer visible in the breadcrumbs due to URL limitations Multiple conditions on filter criteria generating long URLs become no longer visible in the breadcrumbs due to URL limitations. This leads to users being unable to see and update the filters in that particular record and the error '400 Bad Request' is thrown on the JavaScript console.

    Refer to the listed KB article for details.

    Condition Builder

    PRB1353421

    The condition builder is broken if the start condition on contract_sla contains inactive catalog variables The condition builder is broken on inactive variable with errors in the console.

    Condition Builder

    PRB1360974

    KB0820677

    The reference field and glide list fields do not display reference value editors When the reference field or a glide list field has a list with a '--None--' list specification, users are not able to see the value when they switch to the new report UI.
    1. Create a reference field in the cmdb_ci_service table as follows:
      • Type: Reference
      • Column label: Business Unit
      • Reference (under the Reference Specification tab): Business Unit (business_unit)
      • Choice (under the Choice List Specification tab): Dropdown with --None--
    2. Submit the form and then navigate to Reports > Create New.
    3. Switch to the Classic UI and fill in the fields as the following:
      • Data: Table, Business Service
      • Type: List
    4. Click Add Filter Condition and choose [Business Unit] [is] [IT].
    5. Save the report and click Switch to new UI.
    6. Click the condition builder to see the filters.

    Expected behavior: Users should be able to see the value of the field.

    Actual behavior: Users are not able to see the value of the reference field in the filter. However, users can see the value in the Classic UI.

    Condition Builder

    PRB1373263

    Catalog UI policies with the choice conditions 'contains' '=' are removed after saving the UI policy

    Condition Builder

    PRB1380778

    KB0793922

    Condition builder does not automatically create TinyURLs for GET requests that are too long, causing a '400 Bad Request' error When saving filter conditions, users should be able to see and save the filters in that particular record. Instead, users receive the '400 Bad Request' error and cannot see the filter breadcrumbs.

    Condition Builder

    PRB1387111

    KB0826419

    The action tab does not populate the script from Field Actions selections Inbound action field actions are defaulting to 'Subject'. When attempting to assign a field in Field Actions to a value 'From Email', the choice defaults to 'Subject'. If users assign 'Additional comments' - 'From Email' to any choice other than 'Subject' and save the inbound action, it defaults back to 'Subject'.

    Refer to the listed KB article for details.

    Condition Builder

    PRB726752

    KB0647816

    SLA Condition Builder for variables for sc_task records generates an invalid encoded query, causing the SLA Definition to always attach If a user creates an SLA definition (contract_sla) for a catalog task (sc_task), and the user wants the SLA start to be dependent on a variable in a catalog variable, the SLA definitions behaves erratically because an invalid query is stored in the SLA definition. The principal behavior is the SLA is always attached. It appears to ignore the variable portion of the condition.

    Refer to the listed KB article for details.

    Core Platform

    PRB1322868

    The Accessible from field on business rules and script includes is read-only for ServiceNow applications but appears editable For an application in development in the sys_app table, the Accessible from field should be editable. For an installed application in the [sys_store_app] table the Accessible from field should be read-only and should not appear editable.
    1. Enter 'sys_app.list' in the Filter Navigator to access the Custom Applications table.
    2. Check the available applications and choose one in the Application Picker.
    3. Create a script include with the Accessible from field set to 'This application scope only'.
    4. Edit the script include record created in previous step and change the Accessible from field to 'All application scopes' along with another field value. For example, Description.
    5. Save.
    6. Check the XML or display 'Accessible from' in the list view and notice that the update is saved.
    7. Enter 'sys_store_app.list' in the Filter Navigator to access the store applications table.
    8. Check the available applications and choose one in the Application Picker.
    9. Create a script include with the Accessible from field set to 'This application scope only'.
    10. Edit the script include record created in previous step and change the Accessible from field to 'All application scopes' along with another field value. For example, Description.
    11. Save.
    12. Check the XML or display 'Accessible from' in the list view and notice that the update is not saved.

    Expected behavior: The Accessible from field should not appear editable for installed applications in the [sys_store_app] table.

    Actual behavior: The Accessible from field appears editable while it is read-only.

    Core Platform

    PRB1356196

    KB0792547

    The Stage label in the activity log of the Requested Item (RITM) record is different from the field label The value of the stage in the activity logger should be the stage display name, instead of the stage value as shown by the Stage field in the RITM form.

    Refer to the listed KB article for details.

    Core Platform

    PRB1372971

    Fiscal period options are no longer available in the condition builder after upgrading to New York Fiscal periods are not available to select from the filter list after the New York upgrade. This impacts all tables except incident, and reports that are reporting on those tables. The issue is related to the upgrade not creating calendars_for_package records for the table packages. Because the platform is retrieving the available fiscal periods per package from the calendars_for_package table, and the upgrade does not create any, all tables lose fiscal periods as an option to select from the condition builder while creating a filter.

    Core Platform

    PRB1380054

    KB0812582

    The condition using a fiscal period does not work because fiscal periods that are generated in the instance are becoming 'undefined'
    1. Navigate to the list view of the incident table.
    2. Enable session debug logs.
    3. Build a filter, for example, 'Created' 'is' '[a fiscal option]'.

    Observe the query generated is incorrect. It has create_at = undefined instead of actual date/time values. Also notice that the Business Calendar API running as a background script also returns 'undefined'.

    Core Platform

    PRB1382379

    Users receive an 'Invalid query detected, please check logs for details [Unknown field table in table sys_user]' warning in their logs After upgrading to New York, there can be many log entries with the text 'Invalid query detected, please check logs for details [Unknown field table in table sys_user]'. The business rule 'Update live_profile with sys_user' uses a field that does not exist in the base instance sys_user table.

    Core Platform

    PRB1385542

    Outbound REST calls with emojis in the payload on 'executeAsync' throws an error, but works as expected with 'execute' Users receive the following error: 'Error invoking http request: Error executing REST request: attachment does not exist with sys_id: undefined'.

    Core Platform

    PRB1388054

    KB0823177

    Impersonation creates login sys events when it is executed inside a GlideAjax transaction, even if the simulateLogin flag is false

    When users use the '@' mention feature in the Activity Formatter, the platform code performs a short impersonation of the user that is 'mentioned'. This can generate extra login event (sysevent) records. There is a check that suppresses these sysevents for all transactions except those that originate from GlideAjax- or UI-type transactions. But in this case, the sysevent is not suppressed, because posting to the Activity Stream uses GlideAjax, not a REST API.

    The fix is enabled by default, which includes the new property glide.sys.block .login_events.mentioned_users. The default behavior for glide.sys.block.login_events. mentioned_users is 'On', which is also the case if the property is not present in sys_properties.

    Refer to the listed KB article for details.

    Core Platform

    PRB1393848

    KB0819923

    Transform is slow in Orlando when using source script field mapping After upgrading to Orlando, if users are using a field map with a source script, they may experience performance degradation.

    Refer to the listed KB article for details.

    Core Platform

    PRB581188

    KB0521511

    A 10,000 record limit on the sys_user_preference query is causing performance degradation and UI issues

    Because only the most recently created 10,000 records are loaded, older base instance and user-set global preferences are ignored when there are duplicate global preferences from sys_user_preferences that exceed the 10,000 limit. To address this issue, the limit was made configurable. A threshold-based log warning was also added to improve visibility when there is an accumulation of global preferences. A private cache was added to limit preference extraction to only occur if one or more global preferences are changed.

    The limit was made configurable and the threshold property glide.global_preference .count_warning_threshhold was added to log warnings from the global preference count. The property glide.global_ preference.query_limit was also added to allow the 10,000 limit to be adjusted upwards with the potential for increased overhead for values above 10,000. MySQL DBs will use an optimized aggregation by default rather than a query count limit. However, they can be configured to use the query count limit instead by setting glide.global_preference. unique=false.

    1. Create or modify a user's preference by giving the user more than 10,000 user preferences.
    2. Create a global user preference for auto-complete searches with 'contains' - sys_user_group.autocomplete.contains (no specified user).
    3. Log in to the instance as that user.
    4. Navigate to any task record.
    5. Enter a search so that it performs a 'Contains' search.

    Expected behavior: Auto-complete would perform a 'Contains' search and return a list of matching results.

    Actual behavior: It performs a 'Starts with' search, and does not return the desired results.

    Customer Service Management

    PRB1396228

    KB0823643

    Update the business rule 'Add customer role to contacts' to allow customization and additional checks before providing the contact role

    Refer to the listed KB article for details.

    Dashboards and Home Pages

    PRB1387065

    When sharing a dashboard, the frame is partially hidden This issue is observed when using Chrome Version 80.

    Database Indexes

    PRB1255465

    KB0696762

    Indexes on sys_schema_change have slow performance when the table gets a large number of records, which causes long page load times Current indexes on sys_schema_change are not able to handle a large number of records and can cause the page to not load.
    1. Put a large number of records in the sys_schema_change table.
    2. Upgrade an instance so that the upgrade monitor page has stats from the upgrade to display.
    3. Navigate to the upgrade monitor.

    The $upgrade_client.doPage page takes several minutes to load or can have the maximum execution time exceeded and not load.

    Database Indexes

    PRB1321133

    KB0725089

    Large table optimization does not work in TPP when the ignored index does not exist on the primary partition When an index in a TPP hierarchy exists on a secondary partition but not the primary, large table optimization attempts to ignore the index on the primary partition, resulting in SQL exceptions and empty lists.

    Refer to the listed KB article for details.

    Date and Time

    PRB1390242

    There are unexpected differences between GlideAggregate and GlideRecord when working with date/time values

    Discovery

    PRB1337097

    KB0814720

    The vCenter discovery does not cycle through VMware credentials During the discovery of vCenter, when making a connection to vCenter, exceptions related to credentials are thrown. There are some exceptions that are not properly handled, resulting in discovery of the vCenter ending prematurely and not attempting the rest of the credentials.

    Refer to the listed KB article for details.

    Discovery

    PRB1349444

    KB0751287

    Need to prevent any SNMP OID classifications being added with a Net-SNMP module OID starting with 1.3.6.1.4.1. 8072.3.2.

    Refer to the listed KB article for details.

    Discovery

    PRB1354641

    KB0755290

    The 'Discovery - Cloud Service Account Reload' business rule can needlessly flood the MID Server with service_account_reload commands

    When performing a non-query operation (for example Insert, Update, or Delete) the cmdb_ci_cloud_service_account'table base instance business rule creates a SystemCommand for every MID Server. This command keeps the cloud service accounts synced across all MID Servers. These records would normally be updated with every Cloud Discovery.

    If there are many accounts and these are updated all at once, all MID Servers are flooded with 'service_account_update' SystemCommands and is effectively down until those messages are processed. The interactive thread pool is blocked for hours, making the MID Server unusable.

    Refer to the listed KB article for details.

    Discovery

    PRB1364905

    When the context for an SNMP session is set, sysObjectId cannot be retrieved, which causes bridge port, spanning tree, and forwarding table probes to time out and fail For every SNMP probe, before running the OIDs part of the MIB, the credentials are tested by querying for sysObjectId. But for forwarding table, bridge port, and spanning tree probes, the context is set when creating the SNMP session. Sometimes devices do not respond to sysObjectId when the context is set, which causes the probe to time out.
    1. For a switch, query for sysOjectId from any SNMP tool without setting context.

      Notice that the value is fetched successfully.

    2. Set the context pointing to one of the switch's VLANs and query for sysObjectId.

    The query fails.

    Discovery

    PRB1365469

    KB0780957

    Errors occur for Horizontal DiscoveryResult Handler.update DeviceHistory() when the CI does not have the name and the ip_address populated

    Refer to the listed KB article for details.

    Discovery

    PRB1371185

    Slow query and unexpected results from the VmwareVm Correlator._resolve CredentiallessGuest() function while processing the VCenterVMsSensor sensor when the VM has a NULL ip_address

    Discovery

    PRB1372949

    KB0784533

    The Horizontal Discovery Sensor consumes excessive memory with some horizontal discovery patterns and causes out of memory warnings When horizontal discovery patterns are executed and they respond with large response payloads, the associated sensor (Horizontal Discovery Sensor) consumes excessive memory and causes out of memory warnings on the instance. The payload processing is terminated by the instance, causing the discovery schedule to remain stuck in a processing state.

    Refer to the listed KB article for details.

    Discovery

    PRB1373190

    The cloud resources count on the discovery homepage is incorrect Even though no service accounts are configured to discover cloud resources, the cloud resource count is non-zero. Additionally, when the system has other CMDB CI resources, the homepage takes a long time to load.

    Discovery

    PRB1373912

    KB0789884

    The Test Account functionality in the Discovery Manager fails if the ECC Agent property 'mid.sa.ssh.port' is set The Test Account functionality in the Discovery Manager fails during the creation of the cloud resource discovery schedule. It fails only when the ECC Agent property 'mid.sa.ssh.port' is set.

    Refer to the listed KB article for details.

    Discovery

    PRB1375040

    KB0821188

    Billing transformation is too slow and resource-intensive
    1. Log in to the instance.
    2. Navigate to Cloud Admin Portal > Analyze.
    3. Navigate to Billing > Billing Schedule.

      The billing schedule is stuck at a certain point for a long time without any progress.

    4. Review the sys_import_set table and verify the Cloud Billing jobs with no progress.

    Discovery

    PRB1375870

    The Alteon load balancer pattern fails with an 'Insertion failure' IRE Alteon load balancer discovery shows an 'Insertion failed with error' message in the log.

    Discovery

    PRB1377511

    KB0821560

    Empty device records are generated during discovery When discovering AIX servers in New York using patterns, a second device history record is created with 'source, CMDB CI' as empty along with the AIX server device history record. However, the empty source device history has completed activity as Updated CI. Also, the discovery log shows the following warning message with 'source' set as credential-less, which happens only when the extension is discovered: 'IP Address in payload is null - payload: items: {"className":"cmdb_ci_aix_server","values":{"short_description":"AIX'.

    Refer to the listed KB article for details.

    Discovery

    PRB1380126

    KB0793967

    Discovery is causing IP address flapping During pattern-based discovery, IP address values of the main CI may change and then change back immediately in a subsequent update. This can cause hundreds of unwanted update records in the audit history table and triggers the update business rules twice. Also, the issue can add flapping clutter to activity streams, baselines, and timelines. Unauthorized change requests may be created due to the unplanned CI activity.
    1. Create a device with multiple IP addresses (A and B), for example, a Cisco switch.
    2. Discover the CI for the first time with IP address A.

      Observe that this CI has ip_address filled in with IP address A.

    3. Create a discovery with the IP address B.

      Observe that the CI in step 2 still has ip_address completed with IP address A.

    4. Check the audit history for this CI to see what happens in the background.

    You can see that the CI was updated with IP address B and immediately updated back again to IP address A.

    Discovery

    PRB1383550

    The Windows OS - Server Discovery pattern does not trim white space from serial numbers If the Windows OS - Server Discovery pattern fetches serial numbers that include white space on the end, that value is updated in the CI field complete with the white space. This causes problems for the Identification Engine failing to match the serial number, and flapping of values when other discovery sources are setting the correct trimmed value.

    Discovery

    PRB1385597

    KB0823782

    A CI identifier is missing from the Compute Security Group which causes duplicate issues When a cloud schedule is run, the Azure Resource Inventory pattern is run, which updates the record in cmdb_ci_cmp_resource with the object ID of the Compute Security Group record. This sets the Duplicate of field in the cmdb_ci_compute_security_group table for the existing record. Then, when the APIproxy probe runs, it again discovers cmdb_ci_compute_security_group. But since the Duplicate of field is set from the pattern execution, it sets the status to absent/non-operation/terminated. As a result, when the identification executes, it creates a record. The issues occur because cmdb_ci_cmp_resource and cmdb_ci_compute_security_group are extended from the same parent table, but only cmdb_ci_compute_security_group has an identifier rule. Cmdb_ci_cmp_resource does not have an identifier rule, so it falls back to the parent rule.
    1. Log in to the instance.
    2. Navigate to 'Discovery schedule'.
    3. Execute discovery on Azure/AWS schedules.

    Observe that cmdb_ci_compute_security_group creates duplicate records.

    Discovery

    PRB1390370

    KB0817433

    Direct activation of Pattern Designer [com.snc.pattern.designer] before Discovery causes missing records on the instance Direct activation of Pattern Designer [com.snc.pattern.designer] before Discovery causes missing records on the instance, including Discovery Sensors for Horizontal Discovery Sensor, HTTP - Classify. This issue does not occur when the Discovery plugin is requested directly.

    Refer to the listed KB article for details.

    Discovery

    PRB1393341

    Database performance issues caused by too many 'cleanUpCached DiscoveryResults' triggered for the same discovery_status The issue occurs when users cancel discovery for Cloud Discovery.
    1. Create and run a Cloud Discovery schedule that will result in a large payload.
    2. When it is running and busy, trigger Cancel Discovery.

    Observe how many times 'Update Cloud Resources Counts' is triggered. It should be triggered once.

    Discovery

    PRB1395415

    Windows Classify Sensor script refers to JSON instead of XML When users run discovery on any Windows machine, the Windows Classify Sensor script refers to JSON instead of XML.

    Discovery

    PRB1404099

    Issues with inaccurate ITOM Licensing counting scripts and usage analytics definitions Some licensing scripts and usage analytics definitions are dependent on plugins that users don't need to activate for counting to be applied. For example, users do not have to have Discovery installed if they own a visibility product (even though they are entitled to it) and the visibility counting scripts are contained within the Discovery Core plugin. If users only have Event Management installed but not Discovery, the licensing counting scripts will not run and will report incorrect data. Usage analytics definitions are also scattered in plugins that don't necessarily have to be activated.

    Discovery

    PRB1406117

    Excessive updates on the cmdb_sam_sw_install table cause a read replication lag The cmdb_sam_sw_install table is getting excessively updated. This is causing read replication lag, where users may encounter updates of over 20M within a short time. Even if there isn't new data against the record itself, the last_scanned field is being updated to the new day, which causes the lag.
    1. Run discovery with SAM installed against a large-scale instance where the cmdb_sam_sw_install table is being updated.
    2. Check the read replication lag to determine if cmdb_sam_sw_install is being excessively updated.

    Discovery

    PRB1408983

    KB0827329

    3 generic Microsoft OIDs starting with 1.3.6.1.4.1.311.1.1.3. are causing Windows servers to be re-classified as Computers, Printers, or Routers

    Windows servers that are SNMP enabled and are scanned with an SNMP only behavior, may get reclassified as Computers, Printers, or Routers. The same would happen with a normal discovery, but where an iLO card or similar has SNMP open but not WMI/WinRM, or if Windows classification fails with errors related to recent changes in how WMI probes run using WinRM and PowerShell. If a Windows discovery is then done, a new duplicate Windows server CI is created.

    The 3 OIDs are: 1.3.6.1.4.1.311.1.1.3.1.1 maps to IP Switch [cmdb_ci_ip_switch], 1.3.6.1.4.1.311.1.1.3.3 maps to Computer [cmdb_ci_computer], and 1.3.6.1.4.1.311.1.1.3.1.2 maps to Printer [cmdb_ci_printer]

    All SysObjectID OID values starting with 1.3.6.1.4.1.311.1.1.3 are generic OIDs for various Microsoft operating systems and versions. Any embedded devices with these OIDs have been implemented incorrectly, without a proper vendor- or model-specific unique OID. Any servers with these OIDs shouldn't be discovered via SNMP as that is not supported, so none of these OIDs should be allowed in the OID table.

    1. Discover Windows Servers in a version prior to Orlando.
    2. Upgrade to Orlando, where thousands of OIDs were added.
    3. With a SNMP Only discovery behavior, scan a Windows Server that has SNMP enabled.

    It is reclassified as an IP Switch, Computer, or Printer depending on which specific Microsoft OID it has. Data in fields that existed in the correct class, but not in the new class, is lost.

    Domain Support

    PRB1244927

    KB0695273

    Domain separation causes the saving of default filters in related lists to be impossible in certain domains Default filters cannot be saved within related lists when using domain separation.
    1. Enable the Domain Support plugin
    2. While in the global domain, display an incident.
    3. In the Task SLAs related list, add a filter (for example, 'Active' is true).
    4. Click Set as Default Filter.
    5. Switch to the TOP domain and display an incident.
    6. Navigate to Configure > Related List.
    7. Create a separate related list record by adding any of the available lists to the selected slushbucket.
    8. In the Task SLAs related list, click the filter icon and add a filter (for example, 'Active' is false).
    9. Click Set as Default Filter.
    10. Verify that there are two records in the list.
    11. Switch to the TOP/MSP/Default domain.
    12. Create an incident, for example, INC001.
    13. Switch to the global domain and display the newly created incident INC001.
    14. In the Task SLAs related list, click the filter icon and create a different filter (for example, Breach time on Today).
    15. Click Set as Default Filter.

      Notice that the filter isn't saved in the sys_ui_related_list_entry record.

    16. Log out and then log in again.
    17. Display any incident.

      In Istanbul, there isn't a filter displayed in the Task SLA related list the global or TOP domains.

      In Jakarta, related lists were displayed according to the TOP domain. The filter in Task SLA is displayed as the previous value of the global domain ('Active' is true) for both of the domains.

    Edge Encryption

    PRB1374484

    KB0824042

    When multiple consecutive encryption tokens are present in the payload, the Edge proxy throws the error 'The Encryption Proxy detected an error'

    Refer to the listed KB article for details.

    Email

    PRB1373852

    KB0793127

    An exception is thrown when processing user notification preferences if cmn_notif_device has no read access If cmn_notif_device has no read access, the exception 'CmnNotifDevice cannot be null' is thrown when processing user notification preferences.

    Refer to the listed KB article for details.

    Email

    PRB1382831

    The AddAddress() display name does not support internationalized display names in email addresses Outbound email recipients with non-ASCII display names (also called personal names in the RFCs) are not well supported. When delivered, an email sent to an address with a non-ASCII display name is received with invalid characters in the display name, which mail clients may reject or display as junk characters.
    1. Create a notification.
    2. Add an email script and use the addAddress() method.

    The display name parameter is not encoded correctly.

    Email

    PRB1391819

    KB0819002

    A forced read ACL check on the cmn_notif _device table while processing notification recipients can prevent an email from being created

    A forced read ACL check on the cmn_notif_device table while processing notification recipients can prevent an email from being created. This can happen if a user other than the system user is running the Events Processing scheduled job.

    In the New York release, the following exception can be seen in the logs: 'CmnNotifDevice cannot be null' is thrown when processing user notification preferences if cmn_notif_device has no read access.

    Refer to the listed KB article for details.

    Encryption/Cryptography

    PRB1392062

    KB0819224

    'My Company Applications' does not load if the Key Management Framework plugin is installed in Orlando Trying to load 'My Company Applications' ($mycompanyappsmgmt.do) in Orlando with the Key Management Framework (com.glide.kmf.global) plugin installed is not possible as an admin.
    1. In the Orlando release, make sure the Key Management Framework (com.glide.kmf.global) plugin is installed.
    2. Impersonate an admin user.
    3. Navigate to System Applications > My Company Applications.

    Event Management

    PRB1368029

    The cache of the event rules and the alert management rules is not being updated from time to time Users can modify the event rule filter, but it will not apply to new events. The same behavior may occur to alert management rules.

    Event Management

    PRB1373919

    KB0792393

    Incidents are not closed or resolved when the alert is created and closed before the incident's creation Incidents created from new alerts may not get closed or resolved if the alert is closed before the incident has a chance to be opened. This can happen when there are delays in processing the Flow Designer events of an alert and when there are many events to process, and the app nodes get busy. This is because Flow Designer events are sent in batches, and the event has to wait its turn and is not picked up by another node.
    1. Install Event Management
    2. Create an event that would open an alert, and another that would close it within a minute.

      An alert is created and closed within 1 minute. An incident should be created with the alert creation (using alert management rules), but it takes more than a minute to be created.

    Expected behavior: The incident should be closed when the alert is.

    Actual behavior: Within that time, the closing event for that same alert is received and the alert is closed before the incident is created. This leads to problems in the incident's state. Any action that should have been triggered by the alert closure, like setting the incident to resolved or closed, will not take effect.

    Field Normalization

    PRB1354029

    KB0812283

    Field normalization on the cmdb_hardware_product_model table can cause duplicate hardware model records to be created

    Refer to the listed KB article for details.

    Field Normalization

    PRB1374599

    KB0819620

    If a core_company is created before normalized mapping is created, the company will be left as canonical = true, even after running the guided setup 'Normalize CMDB' steps The Canonical field is also read-only for core_company records.

    Refer to the listed KB article for details.

    Filters

    PRB1379692

    KB0794210

    Fiscal period filters in Lists or Reports are not working since the New York upgrade Business calendar (fiscal period) filters (for example, Last Fiscal Month) in Lists or Reports are not working in New York if the system date format is set as 'dd/MM/yyyy' (non-default format).
    1. On a New York instance, log in as the admin.
    2. Set the property 'glide.sys.date_format' to 'dd/MM/yyyy'.
    3. Ensure that the 'calendars_for_package' table has entries to map the fiscal month business calendar with the 'Incident' package.
    4. Validate that the configurations in business calendar entries and business calendar filter options for the fiscal month business calendar are correct.
    5. Open incident.list.
    6. Apply the filter condition 'Created [On] Last 3 Fiscal Months' and check the count.
    7. Apply a filter condition for the same date range using the 'between' condition instead of using the Fiscal Month condition.

    Notice that the counts are incorrect. Setting the property 'glide.sys.date_format' back to the default format of 'yyyy-MM-dd' gives the correct counts.

    Flow Designer

    PRB1357413

    KB0758506

    Flow actions are run multiple times after the Ask for Approval action Flow actions, such as integration actions and customized actions with PowerShell steps, are run multiple times after the Ask for Approval action.
    1. Create a Flow Designer flow and use the Ask for Approval action.

      Make sure that at least one valid user is the approver.

    2. Create a customized action with any Input/Output.

      Make sure you add a PowerShell step in the action.

    3. Add the customized action into the flow, right after the Ask for Approval action.
    4. Publish and test the Flow Designer flow.
    5. Approve the generated approval.
    6. Monitor the ecc_queue records.

    There is more than one ECC Queue record created by the PowerShell step.

    Flow Designer

    PRB1381756

    An Update Set Preview error occurs which says 'Could not find a record in sys_hub_flow for column flow_designer_flow referenced in this update'
    1. Create and select an update set.
    2. Create a catalog item.
    3. Create a flow with Flow Designer.
    4. Select the flow from step 3 as the workflow of the catalog item​.
    5. Complete and export the update set.
    6. Import and preview the update set on another instance.

    Notice the error reported in the 'preview problems' related list.

    Flow Designer

    PRB1383335

    KB0812355

    Record watchers without valid sys_IDs trigger the flow for every update in the table Record watchers without sys_ids (sys_id= ^approvalINapproved ,rejected) cause the flow to fire for every update within the table. This causes process plans to become large and consume massive amounts of memory.

    Refer to the listed KB article for details.

    Flow Designer

    PRB1407971

    KB0827663

    A large number of 'for each' or 'do while' iterations in a Flow Designer flow can cause memory and performance issues

    Refer to the listed KB article for details.

    Forms and Fields

    PRB1106974

    KB0656067

    The g_form.isVisible does not work for a field on a hidden section GlideForm.isVisible does not evaluate to false when the field is on a form section that is hidden using 'g_form.setSection Display('form_section', false);'.
    1. Create a section on the incident form 'Testing'.
    2. Add any field that is not in the form to the new section.

      For example, Due date.

    3. Create an onLoad client script to hide a section on load as follows:
      • Name: Hide section incident form
      • Table: Incident
      • Type: onLoad
      • Script: function onLoad() { //Type appropriate comment here, and begin script below g_form.setSectionDisplay('testing', false); }

    Expected behavior: The test should pass as the Due date field is in a section which is hidden, so technically the field is not visible.

    Actual behavior: The test fails saying that the Due date field is visible.

    Forms and Fields

    PRB1381024

    Dependent field choices are not loading in IE11 until the record is saved

    Forms and Fields

    PRB1384582

    KB0819756

    Only a tag owner can delete shared tags Users are unable to edit or remove tags if they are not the tag's owner.
    1. Navigate to the LabelUpdate script include.
    2. Navigate to the 'isVisible' function.

    Line 286 should have now_GR.query(); or else it will not check the 'label_user_m2m' and will result in a critical ACL as being evaluated as false. This prevents users from being able to remove tags from records that they are not the owner of the label for.

    Forms and Fields

    PRB1387239

    KB0823145

    When creating a record in a reference field, reference fields on the new record form display the lookup icon
    1. In a New York instance, navigate to incident.list.
    2. Select any incident.
    3. Click the Assigned to reference icon.
    4. Click New.
    5. Right-click the header and choose Configure form layout.
    6. Add any reference field to the form and save.

    Notice that the reference field and the reference icon are displayed. This reference icon was disabled in previous releases. When clicking this lookup icon and trying to select a value, the value is not being selected.

    Forms and Fields

    PRB1387699

    Hiding the form field using a client script and setDisplay or a UI policy hides the variable with the same name Using a client script and the setDisplay GlideForm method or a UI policy to hide a form field will also hide a variable if they have the same name.

    HTML Editor

    PRB1330437

    KB0749474

    When attaching a video using the URL option, the video is attached but it will not load When viewing the KB article in Chrome, the video background is black and cannot be played. When viewing the KB article in Firefox, the frame is replaced with an error: 'No video with supported format and MIME type found'.
    1. Open an existing or create a new KB article.
    2. On the TinyMCE editor, select Insert/Modify video.
    3. Select Type: URL - Video and insert a link to a video.
    4. Click Ok.

      Notice that the video attaches to the article but displays a black preview.

    5. Reproduce steps 1-4 in a Jakarta instance.

    Notice that the video can be previewed in all browsers and plays as expected.

    HTML Editor

    PRB1352839

    KB0824030

    'Last modified' is updated the first time any demo data knowledge article is viewed in knowledge V3 When users click the View Article UI link in the knowledge form, the article is updated even though no changes have been made to the article. The 'sys_updated_on' and 'sys_updated_by' fields are changed to the user viewing the article and the corresponding time.
    1. Open any demo data article on the platform page.
    2. Click the 'View Article' related link.

    The article opens in kb_view and when scrolling down, observe how 'Last modified' is updated.

    HTML Editor

    PRB1372886

    KB0813890

    When moving to a new line in an HTML field with the Shift + Enter keys, the space bar needs two hits to add a space

    Refer to the listed KB article for details.

    HTML Editor

    PRB1379140

    KB0790123

    While using IE11, TinyMCE behaves unexpectedly with a new line if text was pasted in that same line While typing in TinyMCE in IE11, when the text reaches the end of the line, the last part of the line breaks and moves to the next line instead of just the word that exceeds the line length. This happens only after pasting text in that same line. If no text was pasted in that line, when reaching the end of the line the text will continue to be typed outside the TinyMCE frame instead of breaking to the next line.
    1. Paste the text in the line.
    2. Continue typing until you reach the end of the line.

      Notice that the text is breaking to the next line in the wrong place.

    3. Write until you reach the end of the line.

    Notice that you are typing outside the TinyMCE frame, so what you are typing is no longer visible. Only a couple of words later you will see the text in the next line.

    HTML Editor

    PRB1394554

    Even if users do not edit the Description field on the sc_cat_item table, the 'Save Changes' message appears
    1. Log in to a New York or Orlando instance.
    2. Navigate to the sc_cat_item.list table.
    3. Open any record.
    4. Click the Description field but do not make any edits to the field.
    5. Click the ServiceNow back button/arrow.

      Notice that the message 'Save Changes' appears.

    6. Log in to a Madrid instance.
    7. Repeat steps 2 - 5.

    Notice that the message 'Save Changes' does not appear.

    HTML Editor

    PRB580050

    KB0533539

    Image upload attachments with the same name overwrite each other The image attachment feature available on the TinyMCE HTML editor does not warn when uploading another image with the same file name of one uploaded before. If there are two image attachments with the same name, only one image appears in the attached files.
    1. Save two different image files in PNG format with the same file names in different locations on your local disk.
    2. Log in to a base instance.
    3. Open any active incident and right-click the header form layout.
    4. On the incident form, add a field called Description and update.
    5. On the incident form, right-click on the Description field.
    6. Change the field type for Description from String to HTML and update.

      On the incident form, notice that the HTML editor is available on Description field.

    7. In the HTML editor, click the image upload icon.
    8. Upload the first image file, and click OK.
    9. Upload the second image file, and click OK.

    Notice that the second image file is not attached in the Description field.

    HTML Editor

    PRB667542

    The bold text in KB articles is not rendered properly while viewing the KB article Bold text is shown in the editor when users are creating the KB article, but not when they view the article. This issue occurs in Chrome browsers.

    Human Resources Service Management

    PRB1378367

    KB0793459

    The Organization Chart widget times out in Employee Service Center and HR Portal

    Refer to the listed KB article for details.

    Human Resources Service Management

    PRB1381783

    The 'Flow' activity type does not work The 'Flow' activity type does not currently work in Lifecycle Events, resulting in thrown errors and an 'Error' state in the parent Activity Status and parent Activity Set Execution.

    Human Resources Service Management

    PRB1382457

    KB0819890

    If a scoped admin role contains another scoped admin role, and that second scoped admin role does not have Application Administrator checked, the user will not have the expected access to certain records Even though a particular user may have a scoped admin role, as well as roles necessary to pass ACLs for a particular record, if that scoped admin role contains another scoped admin role, and that second scoped admin role does not have Application Administrator checked, the user will not have the expected access to the record.
    1. Activate the Human Resources Scoped App: Core plugin.
    2. Give a user the following roles:
      • sn_hr_core_admin
      • itil
      • skill_admin
      • user_admin
    3. Impersonate that user.
    4. Navigate to the sys_user group, and open the HR Admin group.

      Observe that the record is read-only, even though the user has the sn_hr_core_admin role, as well as the roles required by this sys_user_group write ACL.

    5. Open the sys_user_role record sn_esign.admin, which is contained by sn_hr_core_admin.
    6. Add the Application Administrator field to the form, and check it.
    7. Impersonate the user from step 2 again.

    Observe that the user now has write access to the HR Admin group record. Activation of 'Human Resources Scoped App: Core' also activates the 'E-Signature' application, and the sn_hr_core_admin role contains the sn_esign.admin role.

    Human Resources Service Management

    PRB1386963

    KB0818244

    The COE Configuration page is not working after upgrading to Orlando When users try to access the COE Configuration page after upgrading to Orlando, it throws an error with an empty page.

    Refer to the listed KB article for details.

    Import / Export

    PRB1366882

    KB0791852

    Users are unable to export if the user ID is longer than 40 characters If a user has a user name (user_name) that is longer than 40 characters, the values in the Created by (sys_created_by) or Updated by (sys_updated_by) fields are truncated when a record is created or updated, and this user is not able to export the attachments.
    1. As an admin, create a user record in the sys_user table with a name longer than 40 characters.
    2. Log in to the instance as the new user.
    3. Navigate to any table in the list view and try to export records in a download file.

    The download fails and shows an empty page, because the sys_user.user_id trying to export the file does not match with the sys_poll.sys_created_by value that created the attachment. The field values do not match because the max field length set for sys_created_by is limited to 40 characters, and the rest is truncated.

    Import / Export

    PRB1367526

    KB0791851

    Concurrent import sets are not created even if the Concurrent Import option is selected on the Scheduled Import Set record and no feedback is provided to the instance administrator
    1. Open the base instance Import Set Transformer Scheduled Job.
    2. Navigate to the link: '/sys_trigger_list.do?sysparm_query=job_id %3D53d03df1c72313005cf3df627a9763d1%5EparentISNOTEMPTY'
    3. Set the System ID field of these jobs to 'None'.
    4. Try to run a scheduled import with 'Concurrent import' set as true.

    Observe how the import runs in a classic way instead, with no feedback given to the administrator.

    Import / Export

    PRB1391175

    ImportSetTransformerJob generates unnecessary sys_mutex inserts ImportSetTransformerJob generates unnecessary sys_mutex inserts. It creates SelfCleaningMutex even when there are no jobs in the concurrent import set job queue.

    Import / Export

    PRB963728

    KB0695242

    CSV Export fails for large reports data, causing an out of memory Java error Trying to export 100k of large data causes an out of memory exception: 'worker.0 SEVERE *** ERROR *** Failure during scheduled run of job: 81c92ce9c0a8016400e5f0d2f784ea78 java.lang.OutOfMemoryError: Java heap space'.
    1. Create a list report to export the data.
    2. Add all fields to the list and set the type to 'CSV'.
    3. Change the export limit on CSV to 1000000.
    4. Create a schedule report with recipient email addresses and the report created above.
    5. Execute the report.

    Observe the sys_email table for outgoing email records and how no record exists for the specified email address.

    Incident Management

    PRB1382449

    KB0811725

    The Major Incident Management workbench doesn't appear to work in IE11 The View Workbench UI action in major incidents is not working in IE11.
    1. Log in to an instance using IE11.
    2. Open any major incident.
    3. Open the developer tool console.
    4. Click View Workbench.

    Observe the blank page and the syntax error in the console.

    Knowledge Management

    PRB1377812

    A facet request error is displayed when running a search in Knowledge Management Running a search in Knowledge Management in Service Portal is not working due to failed facet requests.

    Knowledge Management

    PRB1378352

    Performance issues due to multiple queries running at the same time While searching for knowledge articles, multiple slow database queries are being issued to the article can read/cannot read criteria sys_m2m tables.

    Knowledge Management

    PRB1381862

    When checking out a published article, the Valid to field default value is overridden When a user checks out a published article, the Valid to field default value is overridden with the Article validity field default value from the knowledge base in New York. This issue occurs even if the value in the dictionary is modified.

    Knowledge Management

    PRB1396558

    KB0823909

    The Flag Article option in knowledge is not working if Disable commenting is checked in the KB Base When clicking Flag Article, a blank error displays. This issue was observed in Orlando.
    1. Open any knowledge base in demo data, for example, the IT knowledge base.
    2. Check the Disable commenting box and save the knowledge base.
    3. Open any published article and click View Article.
    4. Try to select the Flag Article button on the kb_view page.

    After submitting, a blank error displays on the top of the page.

    Lists

    PRB1353818

    The list view field value displays incorrectly compared to the actual record's value On the list view of a record, a field shows one value incorrectly, but another correct value when looking at the records form or 'showXML'. This occurs when the dictionary record of the field uses choices and field dependencies, and when there are two choice records for the field that have the same 'value' (not label). When they have the same value but different labels, the label shown in the list view defaults to whatever dependent field value is first in alphabetical order with the same value.

    Lists

    PRB1354042

    KB0792278

    The sys_popup view is ignored when a view rule is set to force the default view

    Refer to the listed KB article for details.

    Lists

    PRB1369632

    KB0784283

    Unable to list edit on the homepage Users are not able to list edit on columns they have write access to.
    1. Impersonate an ITIL user.
    2. Open the ITIL homepage.
    3. Navigate to 'My groups work'.
    4. Double-click the short description of any record.

      Notice the user can edit the column.

    5. Refresh the widget.

      Notice that the user cannot edit the short description.

    6. Click the 'Short description' header.

    Notice that the user can edit the short description again.

    Lists

    PRB1373955

    KB0788893

    Setting the system property glide.ui.list.detail_row to true in New York causes a warning in the logs When users set the system property glide.ui.list.detail_row to true in New York, they see a 'org.mozilla.javascript.EcmaError: "OR" is not defined.' warning in the system logs.

    Refer to the listed KB article for details.

    Lists

    PRB627852

    KB0717350

    No results are returned when searching on an integer field using the 'Go to' or column search boxes
    1. Navigate to the task list view and add the Order field to the list view.
    2. In the 'Go to' box, select Order and in the search box enter '100'.

      No results are returned.

    3. Click the magnifying glass icon next to the list mechanic to display the column search box and enter '100'.

      No results are returned.

    4. Repeat steps 2 and 3 with '*100'.

      No results are returned.

    5. Repeat steps 2 and 3 with '=100'.

    The correct records are returned.

    List v2

    PRB1317351

    When 'File Descendant' (v_metadata_descendant) is opened from a related list, it loads the entire sys_metadata tree from the call 'AbstractMetadata TreeTableData.loadFile DataIfQueryHasOnly OneNonTreeCondition' When a user loads one of the related list (descendants) which is available as part of certain form in a new window, it builds the sys_metadata tree and loads all the sys_metadata records, causing high memory consumption for the transaction.

    Live Feed

    PRB1354907

    A null pointer exception appears in logs when the record in domain A gets updated by a user in domain B while another user from domain B is following that record Null pointer exception is seen in the logs when the record in domain A gets updated by a user in domain B while the other user from domain B is following that record.
    1. Create two users in domain A, msp_user and mspuser1, with itil roles.
    2. Create a test incident in domain B.
    3. Use a separate browser and log in as mspuser1.
    4. As mspuser1, follow the incident in step 2.
    5. Use an incognito window and log in as the msp_user.
    6. Update the worknote as msp_user.

    Check the system logs and notice the null pointer exception.

    MID Server

    PRB1316111

    KB0718001

    The MID Server can fail to start up with out of memory issues if there are a large number of XML files in the ECC Sender folder Each XML record is a queued result/response that needs to be sent back to the instance to become an ecc_queue table input record. All probes create an XML file for their result, but jobs such as JDBCProbe can produce a large number of these small input files for each output job. If a MID Server cannot get the inputs back to the instance as quick as they are being generated, a backlog builds up. This issue could be caused by a slow connection relative to the connection to the target server. It could also be due to a loss of connection to the instance, because the MID Server continues running the jobs it has already taken and continues building up the backlog.

    Refer to the listed KB article for details.

    MID Server

    PRB1368654

    The 'ECC Queue - mark outputs state' business rule is unable to update the ECC Queue Output records to the 'processing' state This leads to redundant processing and causes performance issues on the MID Server and the instance.
    1. On a Madrid instance, remove the table rotation for the ecc_queue table.
    2. Install the SQL Server on a Windows host.
    3. Create a DB (for example, 'SNCTEST').
    4. Create a table (for example, 'Employee') with two columns: ID and Name.
    5. Insert 100000 rows into the table.
    6. Create a staging table called 'u_employee_staging' extending the 'Import Set Row' table.
    7. Configure JDBC Data Source to the above DB and query the 'Employee' table into the 'u_employee_staging' table.
    8. Click Load All Records in the related link.

    This generates a JDBCProbe output record. Observe that the MID Server continuously processes the output record for several iterations until the last JDBC result for the first iteration is sent back to the instance, which would update the output record to 'Processed'.

    MID Server

    PRB1372219

    KB0784440

    MID Server does not start if some files are locked or corrupted but are not needed to start the MID Server In the MID Server start-up, all folders and files under the agent folder are checked for read/write permission. To start the MID Server, read/write permission is not needed. After discovery, there are also corrupted files that prevent MID Server from starting up.

    Refer to the listed KB article for details.

    MID Server

    PRB1372715

    KB0784442

    MID Servers running Oracle JRE version 8 release 231 cannot start some applications, Discovery Powershell/WMI probes fail, and Event Management SCOM connector will not start

    After installing or upgrading the MID Server host to use Oracle JRE version 1.8.0_231, the MID Server is unable to run some programs. The Powershell probes (powershell.exe) that run for Windows Discovery fail. There are no responses provided by the probes when running Discovery under these conditions. There are no responses from WMI calls. The Event Management SCOM Connector (- SCOMClient.exe -) cannot be started.

    Oracle Java 8u231 introduced argument restrictions with commands that are executed through Runtime.exec or ProcessBuilder, which the MID Server uses for launching some PowerShell commands.

    Refer to the listed KB article for details.

    MID Server

    PRB1383368

    Users receive the error 'This implementation is not part of the Windows Platform FIPS validated cryptographic algorithms' when using MD5 for building hashes This issue occurs on FIPS-enabled devices with MID Server installed.

    MID Server

    PRB1403382

    KB0827961

    The MID Server fails to upgrade from a signed ZIP file version to a non-signed version, because the instance info is cached The MID Server fails to upgrade if the user is upgrading from a signed ZIP file version to a non-signed version. This can affect production and sub-production instances. It does not only affect sub-prod instances 'downgrading' after a clone.

    Refer to the listed KB article for details.

    Mobile (Classic)

    PRB1370121

    KB0783135

    When using the Classic mobile app in iOS 13.1.3, users are unable to tap on string type fields where they freeze and are not editable until after a few clicks Users are not able to tap on string type fields after upgrading to iOS 13.1.3. It works when using the arrows (up/down). This issue does not happen in Android.
    1. Log in to the Classic Mobile app.
    2. Navigate to Incident > Create New.
    3. Click the Short Description field or any string type field.

    Expected behavior: Users should be able to get focus on string fields like Short Description, and the fields should be editable.

    Actual behavior: Nothing happens when clicking in the string type field, even though other field types are working as expected.

    Mobile (Classic)

    PRB1385448

    KB0814893

    Barcode scanning in the ServiceNow Classic mobile app does not work with iPhone 11
    1. In the Classic Mobile app, log in to the instance.
    2. Swipe right on the homepage to view the 'Favorites' page.
    3. Select the pink 'TEST BARCODE' module.
    4. Tap the title in the upper area of the screen to drill down to the record view of the form.

      You should see a field called Test Barcode.

    5. Tap the barcode icon on the right side of this field.
    6. Scan any barcode.

    The green boundary does not display correctly, blinks, and does not scan the barcode

    Mobile Platform

    PRB1345667

    KB0751641

    The advance reference qualifier in the Agent mobile app is not working and makes the field not editable
    1. On the incident form, create a reference field named 'Resolved Group' having the advance qualifier 'javascript: 'active=true^ manager='+current.caller_id'.
    2. Navigate to Mobile Studio.
    3. Create the Active Incidents applet.
    4. Create the Resolve function by creating an action item for the resolution code, resolution notes, and resolved group.
    5. Add a UI parameter and an item parameter.
    6. Navigate to the Mobile Agent app and click Resolve.

    The Resolved Group field is disabled. The field is not editable and cannot be populated with the group based on the caller_id. If users remove the advance qualifier on the Resolved Group field, the field becomes editable and populates all the values.

    Mobile Platform

    PRB1362974

    KB0789226

    The Agent mobile app is not showing all data if there are 'Before Query' business rules created on the table This issue occurs on both the iOS and Android Agent mobile app.
    1. Log in as admin to an instance with the ITSM Mobile plugin.
    2. Navigate to ITSM Mobile application via Studio.
    3. Create a list applet 'All Incidents'.
    4. Create a data item 'DI - All Incidents' with the following values and associate it to the applet created in step 3.
      • Table: incident
      • Query condition: Active is true
    5. Access the incident.list on the platform.

      All active incidents are displayed.

    6. Access the applet via the Agent Mobile app.

      All active incidents are displayed.

    7. Create a Before Query business rule 'BR - On Hold Incidents'.
    8. Add ';current.addQuery('state', 1)' to the script.
    9. Access the incident.list on the platform.

      All active incidents are displayed.

    10. Access the applet via the Agent Mobile app.

    Expected behavior: All new incidents should be displayed.

    Actual behavior: In Madrid and New York, only one incident record appears on the list applet. In Orlando, only one incident record appears on the list applet and multiple 'Restricted by Access Control' records are showing on the list applet.

    Mobile Platform

    PRB1370203

    KB0792610

    Users with their timezone set to IST are unable to view the activity stream in the Agent mobile app If users have their timezone set to IST, the activity stream on any applet does not appear and they receive the error: 'Could not load the document'.
    1. Activate the IST timezone choice.
    2. Set ITIL users timezone as IST.
    3. Log in to the mobile app as an ITIL user.
    4. Navigate to any incident.
    5. Navigate to the activity stream.

    No data is shown and an error message appears: 'Could not load the document'.

    Orchestration

    PRB1365752

    Orchestration using the AD activity pack can break after upgrading to Madrid

    Password Reset Application

    PRB1372183

    KB0792671

    An error occurs when users with the admin role use the Password Reset or Change Password modules

    Refer to the listed KB article for details.

    Patterns

    PRB1344228

    The 'MSSQL DB On Windows' pattern does not work with domain user credentials entered in the instance due to the way 'sqlcmd' is run When setting applicative credentials with domain user accounts and running the 'MSSQL DB On Windows' pattern, all of the steps that use the 'sqlcmd' command will fail. However, if the user used is a local one, the command execution succeeds.

    Patterns

    PRB1357314

    KB0781968

    Stacked switch CIs '-[serialnumber]' are set as the name of the slave switches but not the host name Slave switches of stacked switches are being named by the patterns in the format '-' + slave switch serial number. For example, '-ABC123' instead of 'MasterTEST-ABC123'. The master switch host name should come before the hyphen.

    Refer to the listed KB article for details.

    Patterns

    PRB1371559

    KB0786378

    The baseboard serial number is populated on the serial number record instead of the BIOS serial number for Windows servers when using the Windows - OS Servers pattern for discovery By default, the base instance Windows OS - Servers pattern returns the baseboard serial number. But sometimes, the user might want to use the BIOS serial number for the CI instead.
    1. Run Discovery on a Windows server using patterns.
    2. Trigger the Windows - Hardware information shared library.

    Observe that the baseboard serial number is populated on the serial number record field.

    Patterns

    PRB1374360

    KB0827777

    The cmdb_ci_os_packages identifier is set to Independent, causing packages to incorrectly be marked as duplicates The cmdb_ci_os_packages identifier is set to Independent instead of Dependent, causing packages to incorrectly be marked as duplicates in CMDB view reports.

    Refer to the listed KB article for details.

    Patterns

    PRB1374808

    KB0786484

    Windows patterns fail due to the print queue identification expecting only one print queue per IP address, and fails payloads as containing duplicates even though the names are unique The Windows - Printers pattern library, which is used by Windows OS - Servers, Windows OS - Desktops, and Hyper-V Server patterns, fetches all print queue names and IP Addresses and adds them to the payload. The base instance CI identifier for the print queue [cmdb_ci_print_queue] has only one identifier entry, which only uses ip_address as the criterion. As the payload has multiple entries with the same IP Address, 'DUPLICATE_PAYLOAD _RECORDS' errors are caused, and the Windows CI is not created or updated. This also results in a large number of discovery errors in the system logs: 'identification_engine : DUPLICATE_ PAYLOAD_RECORDS Found duplicate items in the payload', causing a performance issue for the syslog table.

    Refer to the listed KB article for details.

    Patterns

    PRB1376764

    KB0787884

    Network Switch pattern step 14 'Set Switch name from DNS data if isSnmpTrusted is false' removes discovered variables like serial number Network Switch pattern discovery does not populate the serial_number field on switch CI, but the cmdb_serial_number records in the related list can be created properly. Network Switch pattern step 14 'Set Switch name from DNS data if isSnmpTrusted is false' removes discovered variables like serial_number. Before this step, variables like serial_number are already populated. After this step, serial_number becomes empty. As a result, IP Switch CI cannot populate serial_number even though cmdb_serial_number can be created.

    Refer to the listed KB article for details.

    Patterns

    PRB1376874

    KB0787977

    Discovery does not show all four IIS Websites running on version 10.0 When IIS pattern discovery executes, it is expected to populate all the associated websites. However, the pattern fails to capture all websites and is unable to populate the website information.

    Refer to the listed KB article for details.

    Patterns

    PRB1378994

    KB0790137

    For the Solaris Server pattern, iostat result parsing is not working as expected for disks when not in a global zone When discovering Solaris zones, discovery fails with the error 'Failed Exploring CI Pattern, Pattern name: Solaris Server…'. Parsing the output of the command 'iostat -Enr' causes this issue.
    1. Install the Discovery plugin.
    2. Discover a Solaris Server with patterns from a non-global zone.

    The discovery log shows 'Failed Exploring CI Pattern, Pattern name: Solaris Server'.

    Patterns

    PRB1381986

    KB0793949

    The UNIX Cluster - ORACLE Clusterware pattern fails on the Oracle GRID 18 at the step 'Get Oracle CRS resources' by returning an empty result The failure is caused in the step 'Get Oracle CRS resources'. Specifically, it fails due to the response to the command 'crs_stat'. The command result is empty, which causes a cascade effect through the subsequent steps, resulting in the failure.

    Refer to the listed KB article for details.

    Patterns

    PRB1382049

    The PostgreSQL pattern is setting an incorrect value for CI Name The PostgreSQL pattern is not setting the name of the instance as 'PostgreSQL Instance@[hostname]'.

    Patterns

    PRB1384750

    KB0814550

    The IIS pattern website is missing the IP address, short description, log directory, TCP port, and reference between the website and the server Only the first cmdb_ci_web_site record is made when running discovery on a Windows Server that has multiple Web Sites Setups in IIS that are using different ports. The base instance probes and sensors for IIS create each web_site record, but the base instance IIS pattern does not. Discovery does not create all the records in the cmdb_ci_web_site table for a Windows Server when using the IIS pattern due to a a typo in the IIS pattern. The cmdb_ci_web_site records created and updated by the base instance IIS pattern do not set the web_server reference field, ip_address, log_directory, or short_description fields.

    Refer to the listed KB article for details.

    Performance Analytics

    PRB1350960

    Vendor Manager Workspace plugin activation fails with an error 'plugin could not be registered', due to the dependent plugin com.snc.pa.premium

    Persistence

    PRB1366523

    A large sys_cache_flush can cause the wrapper to kill every node in the instance When there is excessive write pressure on sys_cache_flush (for example, too many cache entries are being flushed), the queries to load from sys_cache_flush before every user transaction become slow. They require so much memory that the node becomes overwhelmed by garbage collection on every request, and they stop responding to the wrapper. Then the wrapper kills every node in the instance due to unresponsiveness.

    Persistence

    PRB1369274

    Attempting to access data gateway tables before storage encryption is initialized in the node start up causes the node to fail initialization After upgrading to New York, an early call to the gateway code in Glide initialization setups bad credentials. The storage encryption module was not yet initialized at the point the gateway access was attempted.

    Persistence

    PRB1401844

    Sometimes, long-running import, plugin, or scheduler jobs don't use the new db pool after the periodic refresh

    Sometimes long-running import, plugin, or scheduler jobs don't use the new db pool after the periodic refresh but use an exhausted pool, which can end up caching bad table metadata as a result.

    This is causing issues for users installing language plugins. They see that after activating several I18N Language Translation plugins, not all translations are showing for the languages activated.

    Persistence

    PRB1408447

    The 'MariaDB JDBC Driver 2.3.0-snc4: MariaDbStatement' lock isn't cleared when a query timeout occurs When a timeout is set on a statement and has occurred, the statement's internal lock isn't cleared, resulting in blocking when the statement is tried to be executed again.

    Platform Licensing

    PRB1374288

    Large number of sys trigger records in the ready state because of BR 'ASYNC: Handle User-Activation CT tracking' jobs when the sys_user table is updated Excessive 'ASYNC: Handle User-Activation CT tracking' jobs when the sys_user table is updated.

    Platform Licensing

    PRB1385093

    KB0815409

    High memory on the node because of inefficient memory management

    Refer to the listed KB article for details.

    Platform Security

    PRB1368118

    KB0782890

    The 'Forgot Password' flow is not working in scoped apps

    Refer to the listed KB article for details.

    Platform Security

    PRB1397297

    Users cannot add other users to groups, but do not receive error messages

    When delegated administration is enabled, users are required to have the scoped admin role for granting that role to other users explicitly, or through other roles or groups. There are also workflows and batch jobs that are trying to grant that role. However, those operations fail, and indications are not logged to explain the failure.

    Logging the error messages for such cases is controlled by the following property glide.security.scoped _administration. role.show_error. By default, its value is false. If users set the property to true, they can see messages like 'You do not have the role 'sn_templated _snip.template_snippet_reader' which is required to grant/remove 'sn_templated_snip. template_snippet_reader' under application administration'.

    1. Make sure that Templated Snippets application, or any other app where application administration is set to true, is active.

      Notice that the admin role contains sn_templated_snip.template_snippet_admin.

    2. Create a sys_user_group that has the admin role, for example, test-scoped-admin.
    3. As admin, navigate to that group and notice that you can add a member to the group.
    4. Try to add a member to the group as a system user.

    Notice that there are no messages, but the user was not added to the group. Uncommenting the line in the script that sets the glide.security.scoped_ administration.role.show_error property to true allows you to see the reason. Notice that the system user does not have the sn_templated_snip. template_snippet_admin role and is unable to grant access to the group that includes that role.

    Predictive Intelligence

    PRB1358025

    KB0820748

    The Predictive Intelligence landing page does not load properly

    Refer to the listed KB article for details.

    Project Management

    PRB680899

    Notifications do not work correctly when a project is created from a template Creating a project from a template does not trigger the 'pm_project.inserted' event. As a result, email notifications configured are not generated.

    Record Watcher

    PRB1374222

    KB0788120

    Record watchers are missing on the interaction table

    Refer to the listed KB article for details.

    Reporting

    PRB1328915

    Reports are not attached in a scheduled report Scheduled reports fail to add attachments in emails.

    Reporting

    PRB1350477

    Drilling down into a multilevel pivot report with a long URL results in a blank page or a page that displays a 'This site can't be reached' message Drilling down into a multilevel pivot report, or other types of reports like Time Series > Column, with a long URL results in a blank page or a page with a 'This site can't be reached' message. Due to the URL size limit in Internet Explorer and Edge browsers, users are more likely to encounter the issue in these browsers.

    Reporting

    PRB1371367

    KB0786235

    When there is a large number of 'Stacked by' values within a bar chart, sometimes the drill down does not display the correct values When there is a large number of 'Stacked by' values on a bar chart, the drill down does not work properly. Users can click certain colored areas, but clicking intermittently does nothing for other colored areas.

    Refer to the listed KB article for details.

    Reporting

    PRB1371913

    KB0786326

    Dangling records in sys_ui_view and sys_ui_list cause database contention An increased number of queries against sys_ui_list is causing database contention, unnecessary temporary sys_ui_list records are created, and stale records are not cleaned.

    Refer to the listed KB article for details.

    Reporting

    PRB1399098

    KB0824809

    The Pareto chart is not working for 'Group by' 'Duration' or 'Created' in Orlando If 'Group by' is set to 'Duration' or 'Created' in a report with a Pareto chart, users receive a 'No data to display' message.
    1. Log in to an Orlando instance.
    2. Navigate to Reports > Create New and create a report as follows:
      • Report name: Pareto
      • Source type: Table
      • Data source: incident
      • Type: Pareto
      • Group by: duration or created
    3. Run the report.

    Notice the 'No data to display' message. If you run the same report in New York or previous versions, the report works correctly.

    Resource Management

    PRB1382755

    Actual Hours are not captured correctly on a project's resource plan when a weekend time card is submitted against a project task When users submit a time card against a project task, and that time card has weekend hours, the value in the Actual Hours field is incorrect. The correct value is given in the Actual Hours field when the time card is submitted against a project.
    1. Create a project and a project task.
    2. Create and allocate a resource plan for a project for a single user.
    3. Impersonate the user resource and navigate to Time Sheet Portal.
    4. Submit a time card with hours worked on Saturday and Sunday against a project task.
    5. Impersonate the admin or the time card approver.
    6. Approve the resource's time card.

    Observe the resource plan's Actual Hours field. No hours are logged for the weekend work. If you repeat Steps 1-6 and submit a time card against the project, it updates the actual_hours correctly.

    Scheduled Job Processing

    PRB1391347

    Scheduler index on sys_trigger Scheduler queries have increased in New York. On instances where the DB load is low, the queries execute quickly. However, when substantial load is applied to the DB, the queries tend to slow down tremendously.

    Search UX

    PRB1391904

    KB0818035

    The Homepage Search widget tries to get the user's location after every search in Service Portal in Orlando

    In the Orlando release, the Homepage Search widget tries to get the user's location after every search. Also, there is no documented system property or widget option that can disable the location popup.

    Adding the sys_property glide.service_portal.disable_location_tracker and setting it to true turns off the geolocation tracker in all the portal widgets where the geolocation tracker was enabled.

    Refer to the listed KB article for details.

    Security Access Control Lists

    PRB1321862

    KB0786565

    Activation of the CSM plugin through the datacenter does not add the snc_internal role to ACLs Activation of the CSM plugin should add the snc_internal role to all the ACLs with no roles defined. However, a few records are skipped.

    Refer to the listed KB article for details.

    Security Access Control Lists

    PRB1325911

    When the Explicit Roles plugin is activated, it does not correctly create sys_user_has_role or sys_security_acl_role records Activating the Explicit Roles plugin (com.glide.explicit_roles) can take a long time to complete, and it does not create the sys_user_has_role or the sys_security_acl_role records. The long activation time is caused by the Explicit Roles plugin activation running a fix script to delete the user role records with the role snc_internal.

    Security Access Control Lists

    PRB1347192

    KB0817504

    The database view is not displaying all field values due to an incorrect context passed to an ACL for evaluation Because of this issue, the ACL prevents the display of field the values.

    Refer to the listed KB article for details.

    Security Access Control Lists

    PRB1353789

    KB0754851

    Non-admins are unable to delete entries in the sys_attachment table A base instance ACL returns 'undefined' in a script portion. As a result, users who should have 'write' permission to a record are unable to delete sys_attachment entries.

    Refer to the listed KB article for details.

    Security Access Control Lists

    PRB1389634

    KB0827326

    The add_to_list operation ACLs are not working in Orlando

    Refer to the listed KB article for details.

    Service Catalog: Mobile

    PRB1381803

    KB0794037

    Cabrillo buttons are visible on some widgets in Classic Mobile or custom portal pages
    1. Open Order Guide 'New Hire'.

      Cabrillo buttons are visible in 'Describe Needs', 'Choose options', and 'Summary'.

    2. Add a catalog item to the cart.
    3. Proceed to check out and in the order confirmation screen, click Cancel.

      The Proceed to checkout buttons appears.

    4. Submit a record producer or disable the two-steps.
    5. Order the catalog item.

      The 'Submitting' Cabrillo button appears.

    6. Set the system property glide.sc.sp.twostep to true.
    7. Create a catalog item 'Testsnc'.
    8. Add a multi-row variable set to the catalog item.
    9. Add a variable to the multi-row variable set.
    10. Log in to the instance with the Classic Mobile app.
    11. Navigate to Service Portal > Service Portal Home.
    12. Search for 'Testsnc' and open it.
    13. Add an item to the multi-row variable set.

      The Add button is not visible on the popup window.

    14. Close the popup window.
    15. Click the Order Now button to submit the catalog item.

    The Checkout button is not visible in the popup window

    Service Catalog: Service Portal Widgets

    PRB1392944

    Service Catalog Categories Portal widgets only count one item per category after upgrading to Orlando For the sc_home page in Service Portal, the SC Categories widget shows the catalog item count as 1 by default, when there are more than 1.

    Service Catalog

    PRB1294304

    KB0696545

    It is not possible to add a catalog item from a scoped application into a global catalog category It is not possible to add a catalog item from a scoped application into a global catalog category. Users can associate the item in a scoped app with a global catalog, but not a global category.

    Refer to the listed KB article for details.

    Service Catalog

    PRB1341783

    The JSONv2 processor does not return the value for multi-row variables when 'displayvariables =true' is sent When 'displayvariables=true' is sent for a JSONv2 request, multi-row variable values are returned as an empty string while single row variables are returned correctly.
    1. Create a multi-row variable.
    2. Submit a catalog item that uses the newly created multi-row variable set.

      This should create an sc_req_item record.

    3. Retrieve the data from this record via a JSONv2 request.
    4. Update the instance name and sys_id in the sysparm_sys_id query parameter with the sys_id of the sc_req_item.

      Observe the variables JSON array object that is returned.

    Expected behavior: The multi-row variable value is returned correctly.

    Actual behavior: The multi-row variable value is returned as an empty string.

    Service Catalog

    PRB1372489

    KB0812262

    When escape_all_script is false, a multi-row variable with an apostrophe (') or forward slash (\) in the question causes variable data deletion
    1. Create a multi-row variable set.
    2. Create a variable within this variable set:
      • Question: Farmer's market
      • Type: Single-Line Text
    3. Submit.
    4. Add the variable set to the catalog item.
    5. Navigate to Service Portal and open the catalog item.
    6. Fill out any value for the variable set and submit.
    7. Open the RITM record that was created.
    8. Make sure the data entered is present in the created RITM.
    9. Make any update to the RITM.

    Expected behavior: The variable data is not deleted.

    Actual behavior: The variable data is deleted.

    Service Catalog

    PRB1378421

    KB0819881

    Multiple choice variables are not functioning as expected The issue occurs when there are two multiple choice variables without 'None' options, and a script that clears the value of the second variable upon change of the first variable. In the UI, the second variable is cleared when this change is made. Internally, however, the OnChange script is not triggered and the value of the second variable is held.
    1. Create a multiple choice question named var2 without a 'None' option.
    2. Create a variable that may be single-line text named 'var1'.
    3. Create a catalog client script such that when var1 is changed, var2 is cleared (for example, g_form.clearValue('var2');).
    4. Create a catalog client script onChange of var2 to show a msg.
    5. Select any option in var2.
    6. Enter a value in var1.

      Notice that var2 is cleared.

    7. Select the same option that was selected in var2.

    The client script does not get triggered, and the form message is not shown.

    Service Catalog

    PRB1379257

    Users are experiencing slowness when navigating to the Knowledge homepage and searching for knowledge articles

    Service Catalog

    PRB1385413

    KB0822951

    The com.glideapp.servicecatalog .portal plugin generates 'Skipped Error' upgrade errors after upgrading to Orlando When checking localhost logs in the application node which performed the upgrade, the file names are showing errors that say 'Skipping because file already exists with a different scope'.

    Refer to the listed KB article for details.

    Service Catalog

    PRB1393123

    The Open Record button is not showing up in the sys_popup for reference variables
    1. Create a catalog item with a 'Reference' type variable.
    2. Submit an RITM request for the catalog item with the reference variable having a value.
    3. Open the RITM (sc_req_item) record.
    4. In the variable editor, look for the 'Reference' type variable and click the 'i' icon.

    Notice that in the sys_popup, the Open Record button is not visible. This worked as expected in previous releases.

    Service Mapping

    PRB1293287

    KB0714628

    OutdatedConnectionsHandler may cause high memory consumption on instance nodes In the OutdatedConnectionsHandler, there is a flow that determines which 'Use Ep To' relations need to be removed, based on the endpoints that implement the discovered CIs. When more than one worker runs this specific flow in the OutdatedConnectionsHandler, the instance has high memory consumption.

    Refer to the listed KB article for details.

    Service Mapping

    PRB1355003

    'Discovery.complete' can sometimes be triggered before the discovery schedule is completed, causing an incorrect duration and triggering the 'Run After' schedules early It is sometimes observed that the duration does not match the Started/Ended time in a discovery schedule, and the 'Run After' schedules are being triggered early. This is typically observed in the 'Service' type schedules, but can occur with normal CI discovery as well.

    Service Mapping

    PRB1357776

    KB0826342

    Performance improvements in Service Model's blob reaper Users have encountered an issue in Madrid where the Service Model's blob reaper took multiple days to run. This occurred when users had around 3 million records in svc_model_checkpoint and 5 million records in svc_model_obj_service.

    Refer to the listed KB article for details.

    Service Mapping

    PRB1387911

    KB0816119

    Multiple concurrent calls to /api/now/ pattern_library /GetCITypes may increase the memory consumption significantly in the instance, resulting in performance impact

    Refer to the listed KB article for details.

    Service Mapping

    PRB1388587

    KB0820122

    An incorrect JSON parsing of the glide.ui.date_format property causes accessibility problems to application services
    1. Create a user and impersonate them.
    2. Navigate to application services and make sure you can open a service and its map.
    3. End the impersonation.
    4. Add a new preference in sys_user_preference list as follows:
      • Name = glide.ui.date_format
      • Value = {"shortDate":false,"timeAgo":false,"dateBoth":false}
      • User = the user added in step 1.
    5. Impersonate the new user again.
    6. Repeat step 2.
    A blank white screen appears when the opening service form and its map.

    Service Portal

    PRB1095903

    KB0687782

    Field encryption is not supported on forms and lists The Encryption Support plugin is not supported in Service Portal. As a result, encryption fields in the Service Portal are displayed with encrypted content even when the user has the privilege to see their content.
    1. Make sure that Encryption Support is installed.
    2. Add an encryption field to the form with an encryption context associated with a specific role.
    3. Log in as a user with that role.

    Notice the encryption field in the normal UI with readable content. In the portal, the same field has a string similar to '40838fa9db0043007d977ffdbf961 9f4:yncY4jlMTsL9+a/vVxOW2A=='.

    Service Portal

    PRB1116156

    The SP Widget (Business Services Status) does not display red '(!)' unless the outage has an end date

    Service Portal

    PRB1305871

    KB0713668

    Info messages disappear too quickly when a widget automatically redirects to a different page The addInfoMessage disappears too quickly when redirecting a record producer in Service Portal. The info message disappears in less than a second due to the redirection, instead of staying persistent like in Service Catalog.
    1. Create a record producer using the base instance 'Create Incident'.
    2. In the Script field of the record producer, insert the following: 'gs.addInfoMessage('This was just created.');producer.portal_redirect = '/sp?id=index';'.
    3. Navigate to Service Portal and submit the record producer.

    Observe how the info message disappears in less than a second due to the redirection, instead of remaining persistent like in Service Catalog.

    Service Portal

    PRB1316016

    Issue with a modal not opening in Service Portal The popup is not opened completely when users click the reference icon on the form on the List and Form page.

    Service Portal

    PRB1347355

    While using the Service Portal redirect based on the SPEntry page script include with multi-factor authentication enabled, users are redirected to the login page after authentication Users should instead be redirected to the Service Portal homepage.

    Service Portal

    PRB1353839

    KB0754870

    Service Portal does not rotate the session when the session expires if SSO is enabled on the instance Service Portal does not rotate sessions for the instance with SSO enabled when the session expires and users click buttons like Order Now or Submit.
    1. Log in to an instance with SSO enabled.
    2. Change the value of glide.ui.session_timeout to a small number, like 1 or 2 minutes.
    3. In an incognito window, navigate to /sp and to any catalog item.
    4. Leave this window for a time (in minutes) greater than the value entered in step 2.

      If you try to click any link, like 'Order' or 'Submit', it freezes. But if you reload the browser, the user gets re-authenticated.

    5. Repeat steps 1-3.
    6. Navigate to navpage.do and open any incident, change, or problem record and complete the mandatory field.

    If you try to click any link, like 'Save' or 'Submit', the session rotates correctly.

    Service Portal

    PRB1358755

    KB0813348

    In Service Portal, manually typed invalid dates such as 'Tomorrow' can be saved when the variable is set to mandatory When using Service Portal and interacting with service catalog date variables, the validation checks on date and date/time fields are not working properly. When invalid dates are manually typed, for example, 'Tomorrow', the form can still be submitted and the record is created.
    1. Create a date field and make it mandatory on any catalog item.
    2. Navigate to Service Portal and open the item.
    3. Enter any text into the Date field (for example, Tomorrow).

      When you focus out, the field shows an error saying to input the date in a proper format.

    4. Click Submit.

    The form is submitted successfully.

    Service Portal

    PRB1370343

    KB0815477

    AngularJS attachment list operations can run an instance node out-of-memory Misuse of the nowAttachmentHandler AngularJS factory can cause an instance node out-of-memory if table_name and table_sys_id are not specified in the API call.

    Refer to the listed KB article for details.

    Service Portal

    PRB1371351

    KB0820501

    Display issue with the reference field when the value is long

    Refer to the listed KB article for details.

    Service Portal

    PRB1376360

    The catalog UI policy with date selection/condition to run scripts is not working in Service Portal Using the 'when to apply' criteria for a catalog UI policy that uses a 'date' variable and a script does not properly evaluate in Service Portal when the time settings are not 'yyyy-MM-dd' and 'HH:mm:ss'.

    Service Portal

    PRB1381686

    KB0793405

    Drilling down into a report widget by no-role users intermittently redirects to the Service Portal homepage The issue occurs in instances that are set up for redirecting no-role users to the Service Portal. If a no-role user clicks a report in the Service Portal to drill down, they are redirected to the Service Portal homepage intermittently.
    1. Set up redirection to Service Portal for no-role users as documented.
    2. Install the Performance Analytics and Reporting - Service Portal Widgets plugin.
    3. Configure the report widget to display a report in a portal page.
    4. Log in as a user that should be redirected to the portal.
    5. Open the portal page displaying the report (for example, a type 'Bar').
    6. Try to drill down on the report by clicking the report graphic.

    Notice that the user is redirected to the Service Portal homepage without showing the expected data.

    Service Portal

    PRB1382073

    KB0819917

    The HTML widget does not contain an HTML editor to add or format text
    1. Within the Page Designer, add an HTML widget to the page.
    2. Select the newly added HTML widget.
    3. Click the edit/pencil icon.

    Notice that it does not contain the HTML editor formatting icons/buttons. This issue can be reproduced using Chrome and Safari.

    Service Portal

    PRB1387897

    The search widget in the CSM portal is not working as expected for customer contacts (the snc_external role) Customer contacts are denied access to the search widget in the CSM portal and receive the Error 404 message.
    1. Create a user and give the sn_customerservice.customer role.
    2. Impersonate this user and try to access https://xxx.service-now.com/csm?id=search.

    Notice that the user cannot access the search widget and sees the Error 404 message.

    Service Portal

    PRB1388889

    The page is redirected to the CSM portal, even if the user is logged in to Service Portal Users are not getting redirected to the correct Service Portal page after they log in.
    1. Log in to the instance and activate the CSM and CSM Service Portal plugins.
    2. Log out of the instance.
    3. Access the CSM portal.
    4. Open a new tab in the browser, access Service Portal, and log in.

    Service Portal

    PRB1402387

    KB0823927

    The Announcements widget shows on both the banner and the widget even though the type is set to 'Banner' Even though only the 'Banner' type for an announcement is selected, it shows up both on the banner and the widget in Service Portal.
    1. Make sure the Service Portal Announcements plugin (com.glide.service-portal.announcements) is activated.
    2. Open a New York instance.
    3. Create an announcement.
    4. Select 'Banner' as the type.
    5. Open Service Portal.

    Expected behavior: The announcement should be only in the banner as you have selected 'Banner' in the type field.

    Actual behavior: The announcement is in the banner as well as the widget.

    Service Portfolio Management

    PRB1403272

    The Service Offerings widget causes memory issues on the application node When called, the Service Offerings widget causes memory issues on the application node.

    Skills Management

    PRB1379280

    KB0818994

    Remove the read-only protection policy from the bundled dashboard and the dashboard group The Skills Management dashboard and dashboard group have a read-only protection policy which limits the user's ability to remove or edit these features if they are not desired.

    Refer to the listed KB article for details.

    Software Asset Management Professional

    PRB1376926

    KB0813127

    Office 365 and Adobe getSoftwareModel should look up only active PPNs Office 365 and Adobe getSoftwareModel method return is undefined if there is a SKU that has two samp_sw_product_definition records, one active=true and the other active=false. Office 365 and Adobe getSoftwareModel should only look up the active=true samp_sw_product_definition.

    Refer to the listed KB article for details.

    Software Asset Management Professional

    PRB1381108

    KB0793233

    Reconciliation fails in the Suite Engine if suites had been inferred for non-licensable installs Users will experience reconciliation failure after the instance is upgraded from Madrid (or older) to New York (or later) when they have suite components configured for non-licensable products. Failure occurs when the Suite Engine consumes software installs whose inferred suite is populated but the inferred suite level is set to 0.

    Software Asset Management Professional

    PRB1382084

    KB0814859

    The job 'SAM - Import User Subscriptions' fails on the instance

    Refer to the listed KB article for details.

    Software Asset Management Professional

    PRB1401296

    KB0823273

    After enabling the 'Single Currency Mode' system property, users observe an 'onChange script error: RangeError: Invalid currency codes' error message on the unit_cost and purchased_rights fields While creating a software entitlement or changing the unit_cost on existing entitlements, onChange of software model, purchased rights, and unit cost, a client script error is thrown under the Unit Cost field of the Software Entitlement form view. This issue occurs after enabling the 'Single Currency Mode' system property.

    Refer to the listed KB article for details.

    Store IRM Vendor Risk Management

    PRB1352517

    Unable to incrementally save SIG questionnaire responses

    Store ITOM Content for Discovery

    PRB1375171

    KB0786261

    The 'Azure DataBase' pattern fails with 'MULTIPLE_DEPENDENCIES "Contains::Contained by"' in the identification engine When running a cloud resource discovery against an Azure region that has databases provisioned on it, users receive an error.

    Run a Cloud Resource discovery against an Azure region that has databases provisioned on it.

    Survey Management

    PRB1375719

    KB0793454

    Last assessment metric calculates negative normalized_value In the case of Risk Assessment, this issue is causing incorrect assignment of risk to the change request if all questions are answered with the lowest scoring option. This only happens if the user changes the threshold on the lowest risk from 0 to a number equal or greater to the number of questions minus one.

    Tables and Dictionary

    PRB1291266

    Users receive a syntax error or access rule violation error when filtering on a field from a TPP partition table and ordering by a field on the base table If the TPP CMDB table is categorized as a large table, when ordering by a column that is aliased to a partition, the join query is optimized incorrectly and generates an error message.
    1. On a base instance, migrate a column to the current partition (for example, move 'support_group' to $par1).
    2. Navigate to cmdb_list.do and add a filter: Support Group (support_group) is not empty and order by name.
    3. Run the filter.

      The list returns properly.

    4. Set size_class to 5001 for the CMDB Collection record in sys_dictionary.
    5. Open cmdb_ci_list.do and run the same filter from step 2.

    Expected behavior: The list is sorted properly.

    Actual behavior: You receive a syntax error on cmdb0.name and no records are returned.

    Tables and Dictionary

    PRB1383590

    KB0812487

    New reparenting will leave orphaned records if the sys_class_name is 'null' This issue may leave orphaned records in the sys_metadata table, impacting certain property settings. For the issue to occur, two conditions need to be present:
    • A reparenting operation occurs on a table hierarchy to remove a table from the hierarchy to be a new base table.
    • There are records in the current base table which have 'null' as the value in their sys_class_name field.

    Refer to the listed KB article for details.

    Templates

    PRB1241169

    KB0756077

    The data lookup rule does not get triggered after applying a template There are multiple data lookups in an incident form (Assignment Lookup and Priority Lookup), and these lookups are not working together properly while applying a template. For example, the Priority Lookup Data lookup rule does not get triggered via templates if one of the matcher fields in Assignment Lookup has a higher position in the created template than the matcher fields in Priority Lookup.
    1. Log in to the instance.
    2. Open or create an incident record (for example, Impact=3, Urgency=3, so the Priority is 5).
    3. Create a template including Category, Impact, and Urgency fields in that order (for example, Category=software, Impact=1, Urgency=1).
    4. Apply the created template.

    Expected behavior: The Priority field should be updated and the value should be 1.

    Actual behavior: The Priority field isn't updated and the value is still 5.

    Text Search

    PRB1333367

    KB0759070

    Column time series reports do not follow the correct date order when adding a 'Keywords' condition When a column type time series report has a condition using the Keywords field, and is configured to display the columns by date, the months do not display in the correct order.
    1. Navigate to Report > View / Run > Create New.
    2. Configure the report as follows:
      • Table: Task
      • Type: Time Series > Column
      • Group by: None
      • Trend By: Opened
      • Per: Month
      • Aggregation: Count
    3. In the conditions builder, add any condition with the Keywords field (for example, 'Keywords are email', 'Keywords are application', or 'Keywords are change').

    Notice some of the months displayed on the X axis do not appear in the correct order from the furthest calendar date to the closest.

    Text Search

    PRB1371234

    Reporting shows no data on aggregated reports, charts, or pivots when using a filter containing a Keywords condition and one or more Group By conditions In the New York release, using a Group By condition while using a filter that contains a Keyword clause will not return results for bar, pie, trend, or donut reports when reporting on the Change Request table. In Orlando, it fails when users use two group conditions. For example, Stacked Bar chart or Multilevel Pivot.

    Text Search

    PRB1392231

    KB0827282

    Text search threads cause out of memory errors while indexing records with PDF attachments When attaching large PDF attachments, the text indexing jobs cause high memory impact on the nodes which leads to out of memory issues.

    Refer to the listed KB article for details.

    Text Search

    PRB830497

    KB0621546

    Words containing underscores are broken into separate words during indexing, causing issues when one of the words is a stop word Words containing underscores are broken into separate words during indexing. For example, if users had a word like 'shrive_bumbershoot_meritorious _runnel_scapegrace' in the record, it would be broken into separate terms like 'shrive', 'bumbershoot', and 'meritorious'. If one of the terms is a stop word, all searches for the original word return zero results. Searches for the separate words that are not stop words will still return the relevant record.

    Refer to the listed KB article for details.

    Transaction and Session Management

    PRB1357319

    KB0786148

    Null pointer exception errors are thrown from AMB transactions This issue effects the AMB transactions, and occurs when the session is owned by a MID Server user.

    Transaction and Session Management

    PRB1360085

    Concurrent access to user preferences can cause a node to become unusable The clone method of a LinkedHashMap object can get stuck in an infinite loop if the object is used concurrently. As a result, GlideSession.cloneSession() can get stuck. As GlideSession.cloneSession() acquires a lock on the GlideSession class, an entire node can quickly become unusable.

    Transaction and Session Management

    PRB1361011

    IllegalStateException is linked to corrupted incoming requests Incoming requests might be corrupted if they come in after the following exception occurs for an unrelated request: 'java.lang.IllegalStateException: The request object has been recycled and is no longer associated with this facade'. One possible effect is that a session is converted from non-interactive to interactive.

    Transaction and Session Management

    PRB1381452

    If a script or process saves the glide session to a glide session variable, a GlideSnapshot chain is formed, which leads to a memory leak

    Transaction and Session Management

    PRB1403627

    KB0824451

    Special characters are not working when using keyword or filter search and special characters in the URL Special characters are not working when using keyword or filter search. Regardless of the different types of special characters being used (like é, ü, or ö), they are converted to '?' or '� (%3F)'.

    Refer to the listed KB article for details.

    Transaction and Session Management

    PRB1257377

    For any changes in the upgrade procedure for self-hosted customers, see KB0563844 for details.

    UI Policy/Client Script

    PRB1179035

    Client scripts for client software distribution catalog items are not compatible with the Service Portal catalog widget Client software distribution catalog items give client-side errors when used in the Service Portal. These errors occur onLoad, and onChange of Lease Start. The on-screen errors say 'There is a JavaScript error in your browser console'.

    UI Policy/Client Script

    PRB1387860

    KB0827726

    Using g_form.setValue on a read-only currency field without the currency code and the semicolon generates an error When the currency field is made read-only at dictionary level, any onchange client script to modify the value of this field causes an error to appear and does not change the value as required.

    Refer to the listed KB article for details.

    Upgrade Engine Issues

    PRB1385904

    KB0813897

    Cannot use the 'Revert to Base System' option for skipped records after upgrading to New York

    Refer to the listed KB article for details.

    Upgrade Engine Issues

    PRB1388476

    KB0818072

    The navigation window does not load and the main content window is blank after upgrading If a user installs the Templated Snippets plugin [com.sn_templated_sni] version 15.9a.0.1, then upgrades the instance, the plugin shows version 15.9a.0.1 instead of version 15.10.0.1. The navigator does not load applications or modules and there is a console error.

    Refer to the listed KB article for details.

    Usage Analytics

    PRB1361358

    Non-optimal SQL from 'UsageAnalytics Count Persistor' is triggering out of memory on the MySQL database

    Usage Analytics

    PRB1366914

    'UA Monthly Count Persistor' is running nodes out of memory

    User Experience Engineering

    PRB1251704

    KB0690227

    The browser freezes when expanding the related fields in the classic UI when there is a filter with a table with related fields When expanding the related fields on a filter condition in the classic UI, the browser freezes.
    1. Set the property glide.ui.list.allow _extended_fields to true.
    2. Create a report in the Classic UI.
    3. Select the CI Relationship [cmdb_rel_ci] table.
    4. Remove all the selected columns and add Parent, Child, and Child.Schedule.
    5. Add the filter condition 'Parent.class is Application'.
    6. Name the report and save it.
    7. Open the report again, click the filter conditions, and expand the 'Child [+]' option.

    The browser freezes.

    Workflow

    PRB1374522

    The workflow is throwing the exception 'Record not available for wf_element_definition:' when a task involving a Create Task activity and domain separation is closed

    All Other Fixes

    To view a list of all other PRBs fixed in Paris, refer to All other Paris fixes.

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      Paris security and notable fixes

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      Paris security and notable fixes

      The Paris release contains important problem fixes.

      Paris was released on July 23, 2020.
      Build date: 07-17-2020_1943
      Build tag: glide-paris-06-24-2020__patch0-hotfix1-07-07-2020
      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.

      Security-related fixes

      Paris 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, refer to KB0831431.

      Review Customer Service Management roles
      Please refer to KB0829930 for details on the review of Customer Service Management roles.

      Important fixes in Paris

      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

      Authentication - SSO

      PRB1375666

      KB0789247

      Slow memory leak due to a large number of SAML metadata import threads, causing intermittent and poor performance The node responds to HTTP requests, but the access with the browser produces an empty screen and intermittent sluggish transactions.

      Refer to the listed KB article for details.

      Discovery

      PRB1371401

      KB0813876

      Script include 'DeviceL3Mapping' may trigger slow queries on CMDB 'DeviceL3Mapping' can take up to a few seconds depending on the size of dscy_route_interface and the number of IPs per device. This can cause the event queue to back up when discovery.device .complete events are happening multiple times per second.

      Refer to the listed KB article for details.

      Transaction and Session Management

      PRB718833

      KB0715287

      Data exceeding 2MB in a form fails to be saved without a warning message to the user due to a Tomcat POST data size limitation

      Refer to the listed KB article for details.

      Persistence

      PRB594423

      KB0621883

      Line charts that trend by a date field per week do not properly display records for a group when the week is split between two years
      1. Create or import changes and incidents with a sys_created_on date and time between 2016-12-26 23:59:59 and 2017-01-09 00:00:00.
      2. Create a line chart report with the following values:
        • Type: Line Chart
        • Table: Task
        • Group: Task type
        • Trend: Created per Week Enable Display grid
        • Filter: Created after 2016-12-26 23:59:59 and Created before 2017-01-09 00:00:00
      3. Execute the report.

      Observe the differences between the chart and grid list.

      Notice that the behavior can also be replicated using a GlideAggregate script.

      Lists

      PRB1382268

      KB0794235

      Grouped by records are not displayed when the filter is specified against a date/time field When users try to view grouped by records, unexpected results are seen if there is a filter specified against a date/time field, such as 'Created'. Instead of displaying expected results, it is displaying an empty list. It seems that the URL's encoded query in the rendered HTML is invalid and not returning the expected results.

      Refer to the listed KB article for details.

      Lists

      PRB1394458

      KB0822452

      A large white space is displayed at the bottom of the form
      1. Open an Incident form.
      2. Navigate to where the related lists display.

      Notice that in the Orlando release, the space under the related lists is considerably more than in previous releases.

      Email

      PRB1383881

      KB0813088

      While processing inbound email triggers, the email filter can affect subsequent emails when multiple email.read events are processed by the same transaction When two emails are processed under the same transaction, the second email which may have come from a valid sender is set as 'received-ignored'. It is marked as ignored by the filter with an error string that may mention the subject of a previously ignored email. This may also lead to stale behavior of the email filter when it is being processed for inbound email flows.
      1. Send an email to an instance which would likely be received-ignored due to headers/subject/from.
      2. At the same time, send another email to the same instance which should be received.
      3. Make sure that when the email.read events are processed for both the emails, they should be processed in the same transaction.
      4. Wait until the email.read events are processed for both the email and the appropriate filters, inbound action, and flows are evaluated.

      Expected behavior: The first email should be set as 'received-ignored', which would be filtered by email properties or by email filters. The second email should be set as 'received' and should not be filtered by email properties or by email filters.

      Actual behavior: The second email is marked as 'received-ignored' as it is being filtered by email properties or by email filters.

      Platform Licensing

      PRB1388445

      Allocation is incorrectly shown as 'Unavailable' or 0 in Subscription Management After downloading the ITSM per-user license and allocating users to the ITSM subscription, the Allocated column is still shown as 'Unavailable' on the Subscription Management page. The sys_user_has_license table has the correct information, but it is not being propagated into license_details. allocated.

      Human Resources Service Management

      PRB1373690

      KB0813896

      Attachment deletion cascades in task.sn_ esign_document update to null, but there is no index to support it

      When an instance is on New York and it has the eSign plugin installed, removing an attachment from any location cascades in task.sn_ esign_document updates to null, but there is no index to support it. This is by design. Unintentionally, it leads to a table lock on the task.

      The eSign plugin is also installed if the HR scoped app (com.sn_hr_core) is installed as part of the upgrade to New York for the first time. This is not the same as the global HR application (com.snc.hr.core).

      Refer to the listed KB article for details.

      Instance Scan

      PRB1309544

      KB0824729

      The 'Collect Table Per Hierarchy Stats' job and 'Collect Table Stats' jobs can lead to daily flushing of the TableDescriptor cache and performance degradation

      Refer to the listed KB article for details.

      Persistence

      PRB1317653

      Cascade delete/update causes a table lock when no index exists on the reference field of the table When deleting records pointed by a reference field, if the reference field has no index, it causes a full table scan potentially blocking all other transactions on that table.

      Lists

      PRB1390418

      Instance performance degradation due to multiple users having their personalized list view preference set to a 'high' row count display such as 100 or more

      UI Pages/Macros

      PRB1394830

      KB0820812

      The warning 'org.mozilla.java script.EcmaError:"referrerpolicy" is not defined.' appears in the system log

      Refer to the listed KB article for details.

      Live Feed

      PRB880294

      KB0697353

      The 'Resolve Live Links' business rule gets stuck The business rule 'Resolve Live Links', when triggered, creates a job 'ASYNC: Resolve Live Links'. The job may become stuck and will not complete. The job then occupies a worker thread, which may lead to internal monitoring alerts like 'Scheduler is overloaded or stuck'.

      Refer to the listed KB article for details.

      Service Catalog: Service Portal Widgets

      PRB1380844

      KB0814581

      The order of execution of a variable set client script is not honored in Service Portal In New York, when the order of the variable set client script is higher than that of the normal catalog client script, Service Portal fails to honor the order of execution of the scripts. This works correctly in platform. In Service Portal, the variable set client script still executes before the normal catalog client script. In London, when the order of the variable set client script is higher than that of the normal catalog client script, Service Portal executes the catalog client script followed by the variable set client script.

      Refer to the listed KB article for details.

      Automated Test Framework

      PRB1378364

      KB0789203

      ATF tests can time out when they are run with the debug mode on The test gets stuck with a full progress bar at 'Finished test execution, reporting result' when the ATF debug mode is enabled.
      1. Navigate to System UI > UI Pages, and click New.
      2. Input any name and copy the following in the Client script field: 'for (var i = 0; i 10000; i++)top.console.log("Hello ATF!");'.
      3. Click Submit.
      4. Navigate to Automated Test Framework (ATF) > Tests and click New.
      5. Input any value for 'Name' and click Save.
      6. Click Add Test Step, navigate to the Form category and select Open an Existing Record.
      7. Set the table to 'UI Page [sys_ui_page]' and the record to the UI page created in Steps 1-3, and submit.
      8. Click Add Test Step, navigate to the Form category, and select Click a UI Action.
      9. Set the table to 'UI Page [sys_ui_page]' and the UI action to 'Try It', then submit.
      10. Click Run Test, select Start a new test runner then click Run Test.

      Expected behavior: The test should run to completion without issue.

      Actual behavior: The test runs in the client test runner, but gets stuck with a full progress bar at 'Finished test execution, reporting result'. In the browser console, the message 'ReportUITestProgress.reportBatchResult: failed X time(s) to report batch result, http status 0, trying again' is reported repeatedly until the batch times out after 10 minutes. The test eventually ends in failure with the output 'The test timed out because the max execution time (600 seconds) was reached while executing steps 1 - 2'.

      Service Portal

      PRB676928

      KB0685823

      The sys_popup view is not used for the form modal and there is not a system property available to change this behavior Popup views are not available to modify the reference popup in Service Portal. By default, it uses the view of the form in which the reference field was clicked.
      1. Navigate to Service Portal.
      2. For any reference field on a form, click the 'i' icon.

        Notice the view that opens for the reference pop-up.

      3. Navigate to the relevant table and compare the view.

      Expected behavior: The reference field record should open in sys_popup view like it does in the native platform UI.

      Actual behavior: The reference popup view defaults to the view of the form in which the reference field was clicked. There is no way to set it to any other view.

      Transaction and Session Management

      PRB1352362

      WebSockets are accumulating requestInfo objects in memory Specific traffic patterns seem to have caused a large number of request objects lingering in memory related to WebSockets. As a result, some nodes are running at a higher level of memory usage, which can affect performance.

      Authentication

      PRB714963

      KB0610399

      E-signature is not working as expected The iFrame embedding is not being allowed, although it is needed for e-signature requests.

      Refer to the listed KB article for details.

      Other notable Paris fixes

      Problem Short description Description Steps to reproduce

      Activity Stream

      PRB1324734

      KB0780243

      When an incident or case is raised from a chat, the chat entries logged in the incident activity are duplicated
      1. Initiate a chat from a chat queue.
      2. Impersonate the queue agent from another browser and accept the chat.
      3. Add comments and raise an incident using the 'Create incident' action in the chat.
      4. Save the incident.

      Notice that the activity has duplicated entries for the chat.

      Activity Stream

      PRB1377314

      HTML style tags added to the activity stream via journal fields apply their CSS to the entire form Style tags should only impact the activity post that includes the tags. However, the style tags are affecting the whole form.

      Activity Stream

      PRB704068

      KB0621650

      The email address in the CC field is moved into the To field when users reply all in Workspace An email address in the CC field also appears in the To field when an inbound email is updated in the target record activity logs.
      1. Create an email message with recipients in both the To and CC fields.
      2. Send it to the instance to be processed as an incident.
      3. Process the email message by an inbound action. For example, Create Incident.

      A record is created or updated in the target table (for example, incident) and the received email is in the activity logs. Notice that the recipient in the CC field of the email is also incorrectly appearing in the To field.

      Advanced Work Assignment

      PRB1364391

      Duplicate work items are created for the same interaction

      Advanced Work Assignment

      PRB1376049

      AWA agents are set to 'Offline' unexpectedly while still using Workspace When users in Agent Workspace refresh their web browser, they may set the inbox status to 'Offline' unexpectedly, despite being 'Available' before refreshing.

      Agent Workspace

      PRB1331195

      KB0793409

      Client scripts with g_form.setValue() updating through Agent Workspace do not work on dependent choice fields While a record is updated through Agent Workspace, the client scripts g_form.setValue() do not work for dependent fields like subcategory, even if the same client script sets the category value prior. Templates using these fields are also impacted. This process works correctly in the platform and should also be honored in Agent Workspace.

      Refer to the listed KB article for details.

      Agent Workspace

      PRB1349808

      The activity stream in Agent Workspace shows the incorrect 'Time ago' values when the default date format is modified When the system settings for a user are set to show both 'Date' and 'Time ago', the activity stream in Agent Workspace shows both date and time ago fields correctly. For example, '2019-05-13 09:00:07 about a month ago'. However, if the system property for the default date format is modified, the values for 'Time ago' are not shown properly. For example, if the sys_property glide.sys.date_format is set as 'dd-MM-yyyy', users see this value in Agent Workspace: '13-05-2019 09:00:07 (49y ago)'. This is incorrect because '49 years ago' is a vague and incorrect value. This issue occurs only on Agent Workspace forms.
      1. Log in to any Madrid instance.
      2. Navigate to System Settings > General > Date/Time and ensure that Date/Time is set to 'both'.
      3. Open Agent Workspace and open any incident record that has field changes in the activity stream.

        Observe how the activity stream shows the 'Time ago' correctly (for example, '2019-05-13 09:00:07about a month ago').

      4. Change the default date format using the system property glide.sys.date_format to 'dd-MM-yyyy'.
      5. Reload the Agent Workspace record.

      Notice that the 'Time ago' shows a vague and incorrect value: '13-05-2019 09:00:07 (49y ago)'. This issue happens only on Agent Workspace forms, not platform forms. This issue occurs in New York Agent Workspace as well.

      Agent Workspace

      PRB1362446

      KB0792478

      Slow display of characters when users type quickly and the characters reach the line break or the next line When users type quickly and the characters reach the end of the line, there is a lag on the visibility of the typed characters.
      1. Open any case or incident in Agent Workspace.
      2. In the Activity section, quickly type 2 lines of characters.

      Observe that once the letters are past the first line, the new characters in the next line do not appear until you stop typing.

      Agent Workspace

      PRB1369648

      Reference field search requests in Workspace can stack up, causing high session wait time and slowness Also, clicking a reference field triggers a '**' search, which can be very slow if users have a large number of CMDB records.
      1. Navigate to the incident form in Agent Workspace.
      2. Click the Configuration Item field.

        This immediately triggers a '**' search which can be slow if customers have a large number of CMDB records.

      3. While that search is still running, enter a value into the field, which should trigger another search.

      Since the first search has not completed, users have to wait for it before triggering the second search.

      Agent Workspace

      PRB1370204

      KB0821402

      The filter condition is garbled when Japanese is selected as the language

      Refer to the listed KB article for details.

      Agent Workspace

      PRB1382971

      KB0814738

      Agent Workspace does not clean up resources when forms are opened and closed It takes a long time to load records in Agent Workspace.

      Refer to the listed KB article for details.

      Application Navigator & Banner Frame

      PRB1379616

      'Group by' is not working when used with sysparm_fixed_query in the application module
      1. Search for 'incident' in the filter navigator and point to 'Open'.
      2. Click the pencil icon (Edit Module).
      3. Add the following arguments in 'Link Type': GROUPBYpriority&sysparm_fixed_query=active=true^state=3.
      4. Refresh the page.

      When you select 'Open' in 'Incident', observe that it is not opening properly with the required conditions. This issue occurs in New York, but was working in Madrid.

      Approvals

      PRB1388882

      KB0817518

      Duplicate comments saying '[user name] requested to approve task' appears when the Ask for Approval action is used One comment comes from the base instance 'Approval Events (Task)' business rule, and the other comes from the flow action Ask for Approval.

      Refer to the listed KB article for details.

      Archiving

      PRB1184294

      KB0727666

      Archiving many cmdb_ci distinct tables can lead to slow cmdb_ci list loading Archiving a large number of cmdb_ci distinct tables can cause the cmdb_ci list to load slowly, such as affected CIs in change_request.
      1. Activate the data archiving plugin.
      2. Create a change request and add affected CIs that are records in the cmdb_ci_aix_server and cmdb_ci_spkg tables. For example, demo records 'SAP AppSRV01' and '3Com DMI Agent'.
      3. Create two archive rules on the two distinct cmdb_ci* hierarchy tables, each added to the change request from Step 2.

        The 'SAP AppSRV01' and '3Com DMI Agent' records should be archived so you can use the Name field to archive these records.

      4. Run the archive job.

      Notice that 'Get for non-existent record' appears in the localhost log. This grows rapidly if more cmdb_ci distinct table records are archived.

      Archiving

      PRB592993

      KB0791832

      Archiving throughput is impeded by too many restored records Data archiving throughput is impeded by the presence of restored records in the target table. This can cause archiving to become blocked when the first batch of rows matching the archive rule condition are records that had been previously archived and restored.

      Refer to the listed KB article for details.

      Assessments

      PRB1390450

      Vendor Risk Assessment does not generate category results for unscored metrics Inherent risk ratings and tiering scores are not being calculated as expected in Vendor Risk Management.
      1. Create a vendor risk assessment with 1 category and 1 metric with a Likert Scale datatype.
      2. Uncheck the Scored checkbox on that metric.
      3. Assign the assessment to any user and impersonate that user to submit the assessment.
      4. Fill in any non-zero value for that metric.

      Notice that the metric result is generated for the metric with the correct normalization value, but the category result is not.

      Audit History

      PRB1339700

      The gateway shard database can crash when rebuilding/updating the history for a record that has many entries When setting up gateway shards, users migrate certain tables like sys_audit, syslog, and sys_attachment to a different database server. When users try to generate the history for a record that is old and has many entries, it creates a giant query with a sys_id 'NOT IN' clause with many sys_ids that crashes the database.
      Note: To enable the fix, the system property 'glide.audit.deduplication. use_update_time' needs to be created with a value of true.

      Authentication

      PRB1345776

      KB0749846

      Users with the snc_read_only role cannot reset their passwords because they cannot write to the sys_user table

      Refer to the listed KB article for details.

      Authentication - SSO

      PRB1354023

      The SSO Identity Provider setting 'auto_update_user' puts inserts and updates in the current update set of a user logging in, even as a guest The default update set is not being updated when using SSO and Auto Provisioning User is checked on the identity provider. The update set of the user is being updated by 'guest' during the initial SSO login when Auto Provisioning User is checked.

      Authentication - SSO

      PRB1386543

      KB0826284

      An error appears when the 'Refresh MultiSSO IDP Metadata' scheduler job is run When the 'Refresh MultiSSO IDP Metadata' scheduler job runs, the following error appears: 'Invalid XML: net.shibboleth.utilities. java.support.xml .XMLParserException'.

      Refer to the listed KB article for details.

      Authentication - SSO

      PRB1390546

      Nodes are having native memory leak issues due to deflaters not being closed As a result of this issue, users connected to the impacted node will be unable to access the instance. Scheduled jobs or integrations on the impacted node may also be impacted by this issue. This only impacts the instances that have multi-SSO enabled.

      AWA: Routing and Assignment

      PRB1390690

      Scheduled jobs that refer to the class com.snc.awa.presence.job. PresenceMgtJob throw errors Scheduled jobs fail with the error 'Cannot load job class: com.snc.awa .presence.job.PresenceMgtJob, job cannot be run' after the upgrade. After the job failure, the scheduler will schedule the job to be retried immediately. The job fails again, and it keeps retrying the job indefinitely.
      1. Schedule a sys_trigger that refers to the trigger class com.snc.awa.presence.job.PresenceMgtJob to be run at some point in the future.
      2. Upgrade the instance.
      3. Wait for the job to run.

      Expected behavior: The job fails because the class doesn't exist, and will not run again or will stop retrying after a given number of attempts.

      Actual behavior: The job fails with the error 'Cannot load job class: com.snc.awa.presence.job.PresenceMgtJob, job cannot be run'. The scheduler schedules the job to be retried immediately. The job will fail again, and it will retry the job indefinitely.

      Change Management

      PRB1381213

      KB0815220

      Standard change read-only fields are not saving the default values After upgrading to New York, standard change requests are created with the type set to 'None' instead of 'Standard'. The field type is set to read-only and enforced through standard change properties. Any field that is added to the read-only list of the standard change properties (for example, Type) and is not set within the template, does not keep its value. A message is shown stating that the field has been modified.
      1. On the Standard Change Properties screen, add a Type field to 'List of fields that cannot be altered on a Change Request created from a Standard Change Template'.
      2. Create a Standard Change by navigating to Change > Create New > Select Standard Change from Interceptor.
      3. Select Network Standard Changes, then Add network switch to datacenter cabinet.
      4. On the header of 'Change for', right-click and select Save.
      5. On the change form, change 'Assignment Group' and click Save.
      You will receive the following error messages:
      • 'Fields Type populated from a Standard Change Template cannot be modified.'
      • 'Type cannot be changed to standard for Change Requests'
      • 'Invalid update'

      Change Management

      PRB1383739

      Starting a CAB meeting from a cab_meeting record should not set the first agenda item to 'Approved' automatically
      1. Create a CAB meeting and add agenda items to the CAB meeting.
      2. Set the CAB meeting state to 'In Progress' and save it.

      Expected behavior: The first agenda item state is changed to 'In Progress' and the decision remains empty.

      Actual behavior: The first agenda item state is changed to 'In Progress' and the decision is changed to 'Approved'.

      Change Management Risk Assessment

      PRB1353793

      KB0783093

      Change Request impact value does not update when the risk condition 'Use script values' is true and the script updates the impact via current

      Refer to the listed KB article for details.

      Change Management Risk Assessment

      PRB1385273

      Creating a new change risk assessment record allows users to save with a 'NULL' value on the mandatory field 'scale_factor', causing errors in Benchmark KPI data collection Admin users can create change risk assessment records without populating the value in the mandatory field 'scale_factor'.

      Cloud Management Application

      PRB1378241

      There is database contention with 'UPDATE sys_number_counter' during the insert to sn_cmp_cloud_trail, which is caused by APIProxySensor

      Cloud Management Application

      PRB1387728

      Performance issues with the non-indexed query on sn_cmp_order from the business rule 'Update Order Status'

      Cloud Management Application

      PRB1391748

      AWS child account discovery is not functional after running 'Refresh Member Accounts' due to missing LDCs After running 'Refresh Member Accounts', it is still required to manually run 'Discover Datacenters' on each member account in order for child account discovery to work. This adds a large amount of manual overhead that member account discovery is supposed to resolve.

      Condition Builder

      PRB1339974

      A filter condition with variables is getting cleared when loading a saved report In a report condition builder, the variable in the filter condition is cleared after saving the report and reloading the report. A variable from a variable set that is linked to a catalog item via io_set_item is selectable in the condition builder. After saving the report, the filter condition is still correct. But when refreshing the page or reopening the report, the filter condition variable is gone.

      Condition Builder

      PRB1342958

      KB0793919

      Filter criteria are no longer visible in the breadcrumbs due to URL limitations Multiple conditions on filter criteria generating long URLs become no longer visible in the breadcrumbs due to URL limitations. This leads to users being unable to see and update the filters in that particular record and the error '400 Bad Request' is thrown on the JavaScript console.

      Refer to the listed KB article for details.

      Condition Builder

      PRB1353421

      The condition builder is broken if the start condition on contract_sla contains inactive catalog variables The condition builder is broken on inactive variable with errors in the console.

      Condition Builder

      PRB1360974

      KB0820677

      The reference field and glide list fields do not display reference value editors When the reference field or a glide list field has a list with a '--None--' list specification, users are not able to see the value when they switch to the new report UI.
      1. Create a reference field in the cmdb_ci_service table as follows:
        • Type: Reference
        • Column label: Business Unit
        • Reference (under the Reference Specification tab): Business Unit (business_unit)
        • Choice (under the Choice List Specification tab): Dropdown with --None--
      2. Submit the form and then navigate to Reports > Create New.
      3. Switch to the Classic UI and fill in the fields as the following:
        • Data: Table, Business Service
        • Type: List
      4. Click Add Filter Condition and choose [Business Unit] [is] [IT].
      5. Save the report and click Switch to new UI.
      6. Click the condition builder to see the filters.

      Expected behavior: Users should be able to see the value of the field.

      Actual behavior: Users are not able to see the value of the reference field in the filter. However, users can see the value in the Classic UI.

      Condition Builder

      PRB1373263

      Catalog UI policies with the choice conditions 'contains' '=' are removed after saving the UI policy

      Condition Builder

      PRB1380778

      KB0793922

      Condition builder does not automatically create TinyURLs for GET requests that are too long, causing a '400 Bad Request' error When saving filter conditions, users should be able to see and save the filters in that particular record. Instead, users receive the '400 Bad Request' error and cannot see the filter breadcrumbs.

      Condition Builder

      PRB1387111

      KB0826419

      The action tab does not populate the script from Field Actions selections Inbound action field actions are defaulting to 'Subject'. When attempting to assign a field in Field Actions to a value 'From Email', the choice defaults to 'Subject'. If users assign 'Additional comments' - 'From Email' to any choice other than 'Subject' and save the inbound action, it defaults back to 'Subject'.

      Refer to the listed KB article for details.

      Condition Builder

      PRB726752

      KB0647816

      SLA Condition Builder for variables for sc_task records generates an invalid encoded query, causing the SLA Definition to always attach If a user creates an SLA definition (contract_sla) for a catalog task (sc_task), and the user wants the SLA start to be dependent on a variable in a catalog variable, the SLA definitions behaves erratically because an invalid query is stored in the SLA definition. The principal behavior is the SLA is always attached. It appears to ignore the variable portion of the condition.

      Refer to the listed KB article for details.

      Core Platform

      PRB1322868

      The Accessible from field on business rules and script includes is read-only for ServiceNow applications but appears editable For an application in development in the sys_app table, the Accessible from field should be editable. For an installed application in the [sys_store_app] table the Accessible from field should be read-only and should not appear editable.
      1. Enter 'sys_app.list' in the Filter Navigator to access the Custom Applications table.
      2. Check the available applications and choose one in the Application Picker.
      3. Create a script include with the Accessible from field set to 'This application scope only'.
      4. Edit the script include record created in previous step and change the Accessible from field to 'All application scopes' along with another field value. For example, Description.
      5. Save.
      6. Check the XML or display 'Accessible from' in the list view and notice that the update is saved.
      7. Enter 'sys_store_app.list' in the Filter Navigator to access the store applications table.
      8. Check the available applications and choose one in the Application Picker.
      9. Create a script include with the Accessible from field set to 'This application scope only'.
      10. Edit the script include record created in previous step and change the Accessible from field to 'All application scopes' along with another field value. For example, Description.
      11. Save.
      12. Check the XML or display 'Accessible from' in the list view and notice that the update is not saved.

      Expected behavior: The Accessible from field should not appear editable for installed applications in the [sys_store_app] table.

      Actual behavior: The Accessible from field appears editable while it is read-only.

      Core Platform

      PRB1356196

      KB0792547

      The Stage label in the activity log of the Requested Item (RITM) record is different from the field label The value of the stage in the activity logger should be the stage display name, instead of the stage value as shown by the Stage field in the RITM form.

      Refer to the listed KB article for details.

      Core Platform

      PRB1372971

      Fiscal period options are no longer available in the condition builder after upgrading to New York Fiscal periods are not available to select from the filter list after the New York upgrade. This impacts all tables except incident, and reports that are reporting on those tables. The issue is related to the upgrade not creating calendars_for_package records for the table packages. Because the platform is retrieving the available fiscal periods per package from the calendars_for_package table, and the upgrade does not create any, all tables lose fiscal periods as an option to select from the condition builder while creating a filter.

      Core Platform

      PRB1380054

      KB0812582

      The condition using a fiscal period does not work because fiscal periods that are generated in the instance are becoming 'undefined'
      1. Navigate to the list view of the incident table.
      2. Enable session debug logs.
      3. Build a filter, for example, 'Created' 'is' '[a fiscal option]'.

      Observe the query generated is incorrect. It has create_at = undefined instead of actual date/time values. Also notice that the Business Calendar API running as a background script also returns 'undefined'.

      Core Platform

      PRB1382379

      Users receive an 'Invalid query detected, please check logs for details [Unknown field table in table sys_user]' warning in their logs After upgrading to New York, there can be many log entries with the text 'Invalid query detected, please check logs for details [Unknown field table in table sys_user]'. The business rule 'Update live_profile with sys_user' uses a field that does not exist in the base instance sys_user table.

      Core Platform

      PRB1385542

      Outbound REST calls with emojis in the payload on 'executeAsync' throws an error, but works as expected with 'execute' Users receive the following error: 'Error invoking http request: Error executing REST request: attachment does not exist with sys_id: undefined'.

      Core Platform

      PRB1388054

      KB0823177

      Impersonation creates login sys events when it is executed inside a GlideAjax transaction, even if the simulateLogin flag is false

      When users use the '@' mention feature in the Activity Formatter, the platform code performs a short impersonation of the user that is 'mentioned'. This can generate extra login event (sysevent) records. There is a check that suppresses these sysevents for all transactions except those that originate from GlideAjax- or UI-type transactions. But in this case, the sysevent is not suppressed, because posting to the Activity Stream uses GlideAjax, not a REST API.

      The fix is enabled by default, which includes the new property glide.sys.block .login_events.mentioned_users. The default behavior for glide.sys.block.login_events. mentioned_users is 'On', which is also the case if the property is not present in sys_properties.

      Refer to the listed KB article for details.

      Core Platform

      PRB1393848

      KB0819923

      Transform is slow in Orlando when using source script field mapping After upgrading to Orlando, if users are using a field map with a source script, they may experience performance degradation.

      Refer to the listed KB article for details.

      Core Platform

      PRB581188

      KB0521511

      A 10,000 record limit on the sys_user_preference query is causing performance degradation and UI issues

      Because only the most recently created 10,000 records are loaded, older base instance and user-set global preferences are ignored when there are duplicate global preferences from sys_user_preferences that exceed the 10,000 limit. To address this issue, the limit was made configurable. A threshold-based log warning was also added to improve visibility when there is an accumulation of global preferences. A private cache was added to limit preference extraction to only occur if one or more global preferences are changed.

      The limit was made configurable and the threshold property glide.global_preference .count_warning_threshhold was added to log warnings from the global preference count. The property glide.global_ preference.query_limit was also added to allow the 10,000 limit to be adjusted upwards with the potential for increased overhead for values above 10,000. MySQL DBs will use an optimized aggregation by default rather than a query count limit. However, they can be configured to use the query count limit instead by setting glide.global_preference. unique=false.

      1. Create or modify a user's preference by giving the user more than 10,000 user preferences.
      2. Create a global user preference for auto-complete searches with 'contains' - sys_user_group.autocomplete.contains (no specified user).
      3. Log in to the instance as that user.
      4. Navigate to any task record.
      5. Enter a search so that it performs a 'Contains' search.

      Expected behavior: Auto-complete would perform a 'Contains' search and return a list of matching results.

      Actual behavior: It performs a 'Starts with' search, and does not return the desired results.

      Customer Service Management

      PRB1396228

      KB0823643

      Update the business rule 'Add customer role to contacts' to allow customization and additional checks before providing the contact role

      Refer to the listed KB article for details.

      Dashboards and Home Pages

      PRB1387065

      When sharing a dashboard, the frame is partially hidden This issue is observed when using Chrome Version 80.

      Database Indexes

      PRB1255465

      KB0696762

      Indexes on sys_schema_change have slow performance when the table gets a large number of records, which causes long page load times Current indexes on sys_schema_change are not able to handle a large number of records and can cause the page to not load.
      1. Put a large number of records in the sys_schema_change table.
      2. Upgrade an instance so that the upgrade monitor page has stats from the upgrade to display.
      3. Navigate to the upgrade monitor.

      The $upgrade_client.doPage page takes several minutes to load or can have the maximum execution time exceeded and not load.

      Database Indexes

      PRB1321133

      KB0725089

      Large table optimization does not work in TPP when the ignored index does not exist on the primary partition When an index in a TPP hierarchy exists on a secondary partition but not the primary, large table optimization attempts to ignore the index on the primary partition, resulting in SQL exceptions and empty lists.

      Refer to the listed KB article for details.

      Date and Time

      PRB1390242

      There are unexpected differences between GlideAggregate and GlideRecord when working with date/time values

      Discovery

      PRB1337097

      KB0814720

      The vCenter discovery does not cycle through VMware credentials During the discovery of vCenter, when making a connection to vCenter, exceptions related to credentials are thrown. There are some exceptions that are not properly handled, resulting in discovery of the vCenter ending prematurely and not attempting the rest of the credentials.

      Refer to the listed KB article for details.

      Discovery

      PRB1349444

      KB0751287

      Need to prevent any SNMP OID classifications being added with a Net-SNMP module OID starting with 1.3.6.1.4.1. 8072.3.2.

      Refer to the listed KB article for details.

      Discovery

      PRB1354641

      KB0755290

      The 'Discovery - Cloud Service Account Reload' business rule can needlessly flood the MID Server with service_account_reload commands

      When performing a non-query operation (for example Insert, Update, or Delete) the cmdb_ci_cloud_service_account'table base instance business rule creates a SystemCommand for every MID Server. This command keeps the cloud service accounts synced across all MID Servers. These records would normally be updated with every Cloud Discovery.

      If there are many accounts and these are updated all at once, all MID Servers are flooded with 'service_account_update' SystemCommands and is effectively down until those messages are processed. The interactive thread pool is blocked for hours, making the MID Server unusable.

      Refer to the listed KB article for details.

      Discovery

      PRB1364905

      When the context for an SNMP session is set, sysObjectId cannot be retrieved, which causes bridge port, spanning tree, and forwarding table probes to time out and fail For every SNMP probe, before running the OIDs part of the MIB, the credentials are tested by querying for sysObjectId. But for forwarding table, bridge port, and spanning tree probes, the context is set when creating the SNMP session. Sometimes devices do not respond to sysObjectId when the context is set, which causes the probe to time out.
      1. For a switch, query for sysOjectId from any SNMP tool without setting context.

        Notice that the value is fetched successfully.

      2. Set the context pointing to one of the switch's VLANs and query for sysObjectId.

      The query fails.

      Discovery

      PRB1365469

      KB0780957

      Errors occur for Horizontal DiscoveryResult Handler.update DeviceHistory() when the CI does not have the name and the ip_address populated

      Refer to the listed KB article for details.

      Discovery

      PRB1371185

      Slow query and unexpected results from the VmwareVm Correlator._resolve CredentiallessGuest() function while processing the VCenterVMsSensor sensor when the VM has a NULL ip_address

      Discovery

      PRB1372949

      KB0784533

      The Horizontal Discovery Sensor consumes excessive memory with some horizontal discovery patterns and causes out of memory warnings When horizontal discovery patterns are executed and they respond with large response payloads, the associated sensor (Horizontal Discovery Sensor) consumes excessive memory and causes out of memory warnings on the instance. The payload processing is terminated by the instance, causing the discovery schedule to remain stuck in a processing state.

      Refer to the listed KB article for details.

      Discovery

      PRB1373190

      The cloud resources count on the discovery homepage is incorrect Even though no service accounts are configured to discover cloud resources, the cloud resource count is non-zero. Additionally, when the system has other CMDB CI resources, the homepage takes a long time to load.

      Discovery

      PRB1373912

      KB0789884

      The Test Account functionality in the Discovery Manager fails if the ECC Agent property 'mid.sa.ssh.port' is set The Test Account functionality in the Discovery Manager fails during the creation of the cloud resource discovery schedule. It fails only when the ECC Agent property 'mid.sa.ssh.port' is set.

      Refer to the listed KB article for details.

      Discovery

      PRB1375040

      KB0821188

      Billing transformation is too slow and resource-intensive
      1. Log in to the instance.
      2. Navigate to Cloud Admin Portal > Analyze.
      3. Navigate to Billing > Billing Schedule.

        The billing schedule is stuck at a certain point for a long time without any progress.

      4. Review the sys_import_set table and verify the Cloud Billing jobs with no progress.

      Discovery

      PRB1375870

      The Alteon load balancer pattern fails with an 'Insertion failure' IRE Alteon load balancer discovery shows an 'Insertion failed with error' message in the log.

      Discovery

      PRB1377511

      KB0821560

      Empty device records are generated during discovery When discovering AIX servers in New York using patterns, a second device history record is created with 'source, CMDB CI' as empty along with the AIX server device history record. However, the empty source device history has completed activity as Updated CI. Also, the discovery log shows the following warning message with 'source' set as credential-less, which happens only when the extension is discovered: 'IP Address in payload is null - payload: items: {"className":"cmdb_ci_aix_server","values":{"short_description":"AIX'.

      Refer to the listed KB article for details.

      Discovery

      PRB1380126

      KB0793967

      Discovery is causing IP address flapping During pattern-based discovery, IP address values of the main CI may change and then change back immediately in a subsequent update. This can cause hundreds of unwanted update records in the audit history table and triggers the update business rules twice. Also, the issue can add flapping clutter to activity streams, baselines, and timelines. Unauthorized change requests may be created due to the unplanned CI activity.
      1. Create a device with multiple IP addresses (A and B), for example, a Cisco switch.
      2. Discover the CI for the first time with IP address A.

        Observe that this CI has ip_address filled in with IP address A.

      3. Create a discovery with the IP address B.

        Observe that the CI in step 2 still has ip_address completed with IP address A.

      4. Check the audit history for this CI to see what happens in the background.

      You can see that the CI was updated with IP address B and immediately updated back again to IP address A.

      Discovery

      PRB1383550

      The Windows OS - Server Discovery pattern does not trim white space from serial numbers If the Windows OS - Server Discovery pattern fetches serial numbers that include white space on the end, that value is updated in the CI field complete with the white space. This causes problems for the Identification Engine failing to match the serial number, and flapping of values when other discovery sources are setting the correct trimmed value.

      Discovery

      PRB1385597

      KB0823782

      A CI identifier is missing from the Compute Security Group which causes duplicate issues When a cloud schedule is run, the Azure Resource Inventory pattern is run, which updates the record in cmdb_ci_cmp_resource with the object ID of the Compute Security Group record. This sets the Duplicate of field in the cmdb_ci_compute_security_group table for the existing record. Then, when the APIproxy probe runs, it again discovers cmdb_ci_compute_security_group. But since the Duplicate of field is set from the pattern execution, it sets the status to absent/non-operation/terminated. As a result, when the identification executes, it creates a record. The issues occur because cmdb_ci_cmp_resource and cmdb_ci_compute_security_group are extended from the same parent table, but only cmdb_ci_compute_security_group has an identifier rule. Cmdb_ci_cmp_resource does not have an identifier rule, so it falls back to the parent rule.
      1. Log in to the instance.
      2. Navigate to 'Discovery schedule'.
      3. Execute discovery on Azure/AWS schedules.

      Observe that cmdb_ci_compute_security_group creates duplicate records.

      Discovery

      PRB1390370

      KB0817433

      Direct activation of Pattern Designer [com.snc.pattern.designer] before Discovery causes missing records on the instance Direct activation of Pattern Designer [com.snc.pattern.designer] before Discovery causes missing records on the instance, including Discovery Sensors for Horizontal Discovery Sensor, HTTP - Classify. This issue does not occur when the Discovery plugin is requested directly.

      Refer to the listed KB article for details.

      Discovery

      PRB1393341

      Database performance issues caused by too many 'cleanUpCached DiscoveryResults' triggered for the same discovery_status The issue occurs when users cancel discovery for Cloud Discovery.
      1. Create and run a Cloud Discovery schedule that will result in a large payload.
      2. When it is running and busy, trigger Cancel Discovery.

      Observe how many times 'Update Cloud Resources Counts' is triggered. It should be triggered once.

      Discovery

      PRB1395415

      Windows Classify Sensor script refers to JSON instead of XML When users run discovery on any Windows machine, the Windows Classify Sensor script refers to JSON instead of XML.

      Discovery

      PRB1404099

      Issues with inaccurate ITOM Licensing counting scripts and usage analytics definitions Some licensing scripts and usage analytics definitions are dependent on plugins that users don't need to activate for counting to be applied. For example, users do not have to have Discovery installed if they own a visibility product (even though they are entitled to it) and the visibility counting scripts are contained within the Discovery Core plugin. If users only have Event Management installed but not Discovery, the licensing counting scripts will not run and will report incorrect data. Usage analytics definitions are also scattered in plugins that don't necessarily have to be activated.

      Discovery

      PRB1406117

      Excessive updates on the cmdb_sam_sw_install table cause a read replication lag The cmdb_sam_sw_install table is getting excessively updated. This is causing read replication lag, where users may encounter updates of over 20M within a short time. Even if there isn't new data against the record itself, the last_scanned field is being updated to the new day, which causes the lag.
      1. Run discovery with SAM installed against a large-scale instance where the cmdb_sam_sw_install table is being updated.
      2. Check the read replication lag to determine if cmdb_sam_sw_install is being excessively updated.

      Discovery

      PRB1408983

      KB0827329

      3 generic Microsoft OIDs starting with 1.3.6.1.4.1.311.1.1.3. are causing Windows servers to be re-classified as Computers, Printers, or Routers

      Windows servers that are SNMP enabled and are scanned with an SNMP only behavior, may get reclassified as Computers, Printers, or Routers. The same would happen with a normal discovery, but where an iLO card or similar has SNMP open but not WMI/WinRM, or if Windows classification fails with errors related to recent changes in how WMI probes run using WinRM and PowerShell. If a Windows discovery is then done, a new duplicate Windows server CI is created.

      The 3 OIDs are: 1.3.6.1.4.1.311.1.1.3.1.1 maps to IP Switch [cmdb_ci_ip_switch], 1.3.6.1.4.1.311.1.1.3.3 maps to Computer [cmdb_ci_computer], and 1.3.6.1.4.1.311.1.1.3.1.2 maps to Printer [cmdb_ci_printer]

      All SysObjectID OID values starting with 1.3.6.1.4.1.311.1.1.3 are generic OIDs for various Microsoft operating systems and versions. Any embedded devices with these OIDs have been implemented incorrectly, without a proper vendor- or model-specific unique OID. Any servers with these OIDs shouldn't be discovered via SNMP as that is not supported, so none of these OIDs should be allowed in the OID table.

      1. Discover Windows Servers in a version prior to Orlando.
      2. Upgrade to Orlando, where thousands of OIDs were added.
      3. With a SNMP Only discovery behavior, scan a Windows Server that has SNMP enabled.

      It is reclassified as an IP Switch, Computer, or Printer depending on which specific Microsoft OID it has. Data in fields that existed in the correct class, but not in the new class, is lost.

      Domain Support

      PRB1244927

      KB0695273

      Domain separation causes the saving of default filters in related lists to be impossible in certain domains Default filters cannot be saved within related lists when using domain separation.
      1. Enable the Domain Support plugin
      2. While in the global domain, display an incident.
      3. In the Task SLAs related list, add a filter (for example, 'Active' is true).
      4. Click Set as Default Filter.
      5. Switch to the TOP domain and display an incident.
      6. Navigate to Configure > Related List.
      7. Create a separate related list record by adding any of the available lists to the selected slushbucket.
      8. In the Task SLAs related list, click the filter icon and add a filter (for example, 'Active' is false).
      9. Click Set as Default Filter.
      10. Verify that there are two records in the list.
      11. Switch to the TOP/MSP/Default domain.
      12. Create an incident, for example, INC001.
      13. Switch to the global domain and display the newly created incident INC001.
      14. In the Task SLAs related list, click the filter icon and create a different filter (for example, Breach time on Today).
      15. Click Set as Default Filter.

        Notice that the filter isn't saved in the sys_ui_related_list_entry record.

      16. Log out and then log in again.
      17. Display any incident.

        In Istanbul, there isn't a filter displayed in the Task SLA related list the global or TOP domains.

        In Jakarta, related lists were displayed according to the TOP domain. The filter in Task SLA is displayed as the previous value of the global domain ('Active' is true) for both of the domains.

      Edge Encryption

      PRB1374484

      KB0824042

      When multiple consecutive encryption tokens are present in the payload, the Edge proxy throws the error 'The Encryption Proxy detected an error'

      Refer to the listed KB article for details.

      Email

      PRB1373852

      KB0793127

      An exception is thrown when processing user notification preferences if cmn_notif_device has no read access If cmn_notif_device has no read access, the exception 'CmnNotifDevice cannot be null' is thrown when processing user notification preferences.

      Refer to the listed KB article for details.

      Email

      PRB1382831

      The AddAddress() display name does not support internationalized display names in email addresses Outbound email recipients with non-ASCII display names (also called personal names in the RFCs) are not well supported. When delivered, an email sent to an address with a non-ASCII display name is received with invalid characters in the display name, which mail clients may reject or display as junk characters.
      1. Create a notification.
      2. Add an email script and use the addAddress() method.

      The display name parameter is not encoded correctly.

      Email

      PRB1391819

      KB0819002

      A forced read ACL check on the cmn_notif _device table while processing notification recipients can prevent an email from being created

      A forced read ACL check on the cmn_notif_device table while processing notification recipients can prevent an email from being created. This can happen if a user other than the system user is running the Events Processing scheduled job.

      In the New York release, the following exception can be seen in the logs: 'CmnNotifDevice cannot be null' is thrown when processing user notification preferences if cmn_notif_device has no read access.

      Refer to the listed KB article for details.

      Encryption/Cryptography

      PRB1392062

      KB0819224

      'My Company Applications' does not load if the Key Management Framework plugin is installed in Orlando Trying to load 'My Company Applications' ($mycompanyappsmgmt.do) in Orlando with the Key Management Framework (com.glide.kmf.global) plugin installed is not possible as an admin.
      1. In the Orlando release, make sure the Key Management Framework (com.glide.kmf.global) plugin is installed.
      2. Impersonate an admin user.
      3. Navigate to System Applications > My Company Applications.

      Event Management

      PRB1368029

      The cache of the event rules and the alert management rules is not being updated from time to time Users can modify the event rule filter, but it will not apply to new events. The same behavior may occur to alert management rules.

      Event Management

      PRB1373919

      KB0792393

      Incidents are not closed or resolved when the alert is created and closed before the incident's creation Incidents created from new alerts may not get closed or resolved if the alert is closed before the incident has a chance to be opened. This can happen when there are delays in processing the Flow Designer events of an alert and when there are many events to process, and the app nodes get busy. This is because Flow Designer events are sent in batches, and the event has to wait its turn and is not picked up by another node.
      1. Install Event Management
      2. Create an event that would open an alert, and another that would close it within a minute.

        An alert is created and closed within 1 minute. An incident should be created with the alert creation (using alert management rules), but it takes more than a minute to be created.

      Expected behavior: The incident should be closed when the alert is.

      Actual behavior: Within that time, the closing event for that same alert is received and the alert is closed before the incident is created. This leads to problems in the incident's state. Any action that should have been triggered by the alert closure, like setting the incident to resolved or closed, will not take effect.

      Field Normalization

      PRB1354029

      KB0812283

      Field normalization on the cmdb_hardware_product_model table can cause duplicate hardware model records to be created

      Refer to the listed KB article for details.

      Field Normalization

      PRB1374599

      KB0819620

      If a core_company is created before normalized mapping is created, the company will be left as canonical = true, even after running the guided setup 'Normalize CMDB' steps The Canonical field is also read-only for core_company records.

      Refer to the listed KB article for details.

      Filters

      PRB1379692

      KB0794210

      Fiscal period filters in Lists or Reports are not working since the New York upgrade Business calendar (fiscal period) filters (for example, Last Fiscal Month) in Lists or Reports are not working in New York if the system date format is set as 'dd/MM/yyyy' (non-default format).
      1. On a New York instance, log in as the admin.
      2. Set the property 'glide.sys.date_format' to 'dd/MM/yyyy'.
      3. Ensure that the 'calendars_for_package' table has entries to map the fiscal month business calendar with the 'Incident' package.
      4. Validate that the configurations in business calendar entries and business calendar filter options for the fiscal month business calendar are correct.
      5. Open incident.list.
      6. Apply the filter condition 'Created [On] Last 3 Fiscal Months' and check the count.
      7. Apply a filter condition for the same date range using the 'between' condition instead of using the Fiscal Month condition.

      Notice that the counts are incorrect. Setting the property 'glide.sys.date_format' back to the default format of 'yyyy-MM-dd' gives the correct counts.

      Flow Designer

      PRB1357413

      KB0758506

      Flow actions are run multiple times after the Ask for Approval action Flow actions, such as integration actions and customized actions with PowerShell steps, are run multiple times after the Ask for Approval action.
      1. Create a Flow Designer flow and use the Ask for Approval action.

        Make sure that at least one valid user is the approver.

      2. Create a customized action with any Input/Output.

        Make sure you add a PowerShell step in the action.

      3. Add the customized action into the flow, right after the Ask for Approval action.
      4. Publish and test the Flow Designer flow.
      5. Approve the generated approval.
      6. Monitor the ecc_queue records.

      There is more than one ECC Queue record created by the PowerShell step.

      Flow Designer

      PRB1381756

      An Update Set Preview error occurs which says 'Could not find a record in sys_hub_flow for column flow_designer_flow referenced in this update'
      1. Create and select an update set.
      2. Create a catalog item.
      3. Create a flow with Flow Designer.
      4. Select the flow from step 3 as the workflow of the catalog item​.
      5. Complete and export the update set.
      6. Import and preview the update set on another instance.

      Notice the error reported in the 'preview problems' related list.

      Flow Designer

      PRB1383335

      KB0812355

      Record watchers without valid sys_IDs trigger the flow for every update in the table Record watchers without sys_ids (sys_id= ^approvalINapproved ,rejected) cause the flow to fire for every update within the table. This causes process plans to become large and consume massive amounts of memory.

      Refer to the listed KB article for details.

      Flow Designer

      PRB1407971

      KB0827663

      A large number of 'for each' or 'do while' iterations in a Flow Designer flow can cause memory and performance issues

      Refer to the listed KB article for details.

      Forms and Fields

      PRB1106974

      KB0656067

      The g_form.isVisible does not work for a field on a hidden section GlideForm.isVisible does not evaluate to false when the field is on a form section that is hidden using 'g_form.setSection Display('form_section', false);'.
      1. Create a section on the incident form 'Testing'.
      2. Add any field that is not in the form to the new section.

        For example, Due date.

      3. Create an onLoad client script to hide a section on load as follows:
        • Name: Hide section incident form
        • Table: Incident
        • Type: onLoad
        • Script: function onLoad() { //Type appropriate comment here, and begin script below g_form.setSectionDisplay('testing', false); }

      Expected behavior: The test should pass as the Due date field is in a section which is hidden, so technically the field is not visible.

      Actual behavior: The test fails saying that the Due date field is visible.

      Forms and Fields

      PRB1381024

      Dependent field choices are not loading in IE11 until the record is saved

      Forms and Fields

      PRB1384582

      KB0819756

      Only a tag owner can delete shared tags Users are unable to edit or remove tags if they are not the tag's owner.
      1. Navigate to the LabelUpdate script include.
      2. Navigate to the 'isVisible' function.

      Line 286 should have now_GR.query(); or else it will not check the 'label_user_m2m' and will result in a critical ACL as being evaluated as false. This prevents users from being able to remove tags from records that they are not the owner of the label for.

      Forms and Fields

      PRB1387239

      KB0823145

      When creating a record in a reference field, reference fields on the new record form display the lookup icon
      1. In a New York instance, navigate to incident.list.
      2. Select any incident.
      3. Click the Assigned to reference icon.
      4. Click New.
      5. Right-click the header and choose Configure form layout.
      6. Add any reference field to the form and save.

      Notice that the reference field and the reference icon are displayed. This reference icon was disabled in previous releases. When clicking this lookup icon and trying to select a value, the value is not being selected.

      Forms and Fields

      PRB1387699

      Hiding the form field using a client script and setDisplay or a UI policy hides the variable with the same name Using a client script and the setDisplay GlideForm method or a UI policy to hide a form field will also hide a variable if they have the same name.

      HTML Editor

      PRB1330437

      KB0749474

      When attaching a video using the URL option, the video is attached but it will not load When viewing the KB article in Chrome, the video background is black and cannot be played. When viewing the KB article in Firefox, the frame is replaced with an error: 'No video with supported format and MIME type found'.
      1. Open an existing or create a new KB article.
      2. On the TinyMCE editor, select Insert/Modify video.
      3. Select Type: URL - Video and insert a link to a video.
      4. Click Ok.

        Notice that the video attaches to the article but displays a black preview.

      5. Reproduce steps 1-4 in a Jakarta instance.

      Notice that the video can be previewed in all browsers and plays as expected.

      HTML Editor

      PRB1352839

      KB0824030

      'Last modified' is updated the first time any demo data knowledge article is viewed in knowledge V3 When users click the View Article UI link in the knowledge form, the article is updated even though no changes have been made to the article. The 'sys_updated_on' and 'sys_updated_by' fields are changed to the user viewing the article and the corresponding time.
      1. Open any demo data article on the platform page.
      2. Click the 'View Article' related link.

      The article opens in kb_view and when scrolling down, observe how 'Last modified' is updated.

      HTML Editor

      PRB1372886

      KB0813890

      When moving to a new line in an HTML field with the Shift + Enter keys, the space bar needs two hits to add a space

      Refer to the listed KB article for details.

      HTML Editor

      PRB1379140

      KB0790123

      While using IE11, TinyMCE behaves unexpectedly with a new line if text was pasted in that same line While typing in TinyMCE in IE11, when the text reaches the end of the line, the last part of the line breaks and moves to the next line instead of just the word that exceeds the line length. This happens only after pasting text in that same line. If no text was pasted in that line, when reaching the end of the line the text will continue to be typed outside the TinyMCE frame instead of breaking to the next line.
      1. Paste the text in the line.
      2. Continue typing until you reach the end of the line.

        Notice that the text is breaking to the next line in the wrong place.

      3. Write until you reach the end of the line.

      Notice that you are typing outside the TinyMCE frame, so what you are typing is no longer visible. Only a couple of words later you will see the text in the next line.

      HTML Editor

      PRB1394554

      Even if users do not edit the Description field on the sc_cat_item table, the 'Save Changes' message appears
      1. Log in to a New York or Orlando instance.
      2. Navigate to the sc_cat_item.list table.
      3. Open any record.
      4. Click the Description field but do not make any edits to the field.
      5. Click the ServiceNow back button/arrow.

        Notice that the message 'Save Changes' appears.

      6. Log in to a Madrid instance.
      7. Repeat steps 2 - 5.

      Notice that the message 'Save Changes' does not appear.

      HTML Editor

      PRB580050

      KB0533539

      Image upload attachments with the same name overwrite each other The image attachment feature available on the TinyMCE HTML editor does not warn when uploading another image with the same file name of one uploaded before. If there are two image attachments with the same name, only one image appears in the attached files.
      1. Save two different image files in PNG format with the same file names in different locations on your local disk.
      2. Log in to a base instance.
      3. Open any active incident and right-click the header form layout.
      4. On the incident form, add a field called Description and update.
      5. On the incident form, right-click on the Description field.
      6. Change the field type for Description from String to HTML and update.

        On the incident form, notice that the HTML editor is available on Description field.

      7. In the HTML editor, click the image upload icon.
      8. Upload the first image file, and click OK.
      9. Upload the second image file, and click OK.

      Notice that the second image file is not attached in the Description field.

      HTML Editor

      PRB667542

      The bold text in KB articles is not rendered properly while viewing the KB article Bold text is shown in the editor when users are creating the KB article, but not when they view the article. This issue occurs in Chrome browsers.

      Human Resources Service Management

      PRB1378367

      KB0793459

      The Organization Chart widget times out in Employee Service Center and HR Portal

      Refer to the listed KB article for details.

      Human Resources Service Management

      PRB1381783

      The 'Flow' activity type does not work The 'Flow' activity type does not currently work in Lifecycle Events, resulting in thrown errors and an 'Error' state in the parent Activity Status and parent Activity Set Execution.

      Human Resources Service Management

      PRB1382457

      KB0819890

      If a scoped admin role contains another scoped admin role, and that second scoped admin role does not have Application Administrator checked, the user will not have the expected access to certain records Even though a particular user may have a scoped admin role, as well as roles necessary to pass ACLs for a particular record, if that scoped admin role contains another scoped admin role, and that second scoped admin role does not have Application Administrator checked, the user will not have the expected access to the record.
      1. Activate the Human Resources Scoped App: Core plugin.
      2. Give a user the following roles:
        • sn_hr_core_admin
        • itil
        • skill_admin
        • user_admin
      3. Impersonate that user.
      4. Navigate to the sys_user group, and open the HR Admin group.

        Observe that the record is read-only, even though the user has the sn_hr_core_admin role, as well as the roles required by this sys_user_group write ACL.

      5. Open the sys_user_role record sn_esign.admin, which is contained by sn_hr_core_admin.
      6. Add the Application Administrator field to the form, and check it.
      7. Impersonate the user from step 2 again.

      Observe that the user now has write access to the HR Admin group record. Activation of 'Human Resources Scoped App: Core' also activates the 'E-Signature' application, and the sn_hr_core_admin role contains the sn_esign.admin role.

      Human Resources Service Management

      PRB1386963

      KB0818244

      The COE Configuration page is not working after upgrading to Orlando When users try to access the COE Configuration page after upgrading to Orlando, it throws an error with an empty page.

      Refer to the listed KB article for details.

      Import / Export

      PRB1366882

      KB0791852

      Users are unable to export if the user ID is longer than 40 characters If a user has a user name (user_name) that is longer than 40 characters, the values in the Created by (sys_created_by) or Updated by (sys_updated_by) fields are truncated when a record is created or updated, and this user is not able to export the attachments.
      1. As an admin, create a user record in the sys_user table with a name longer than 40 characters.
      2. Log in to the instance as the new user.
      3. Navigate to any table in the list view and try to export records in a download file.

      The download fails and shows an empty page, because the sys_user.user_id trying to export the file does not match with the sys_poll.sys_created_by value that created the attachment. The field values do not match because the max field length set for sys_created_by is limited to 40 characters, and the rest is truncated.

      Import / Export

      PRB1367526

      KB0791851

      Concurrent import sets are not created even if the Concurrent Import option is selected on the Scheduled Import Set record and no feedback is provided to the instance administrator
      1. Open the base instance Import Set Transformer Scheduled Job.
      2. Navigate to the link: '/sys_trigger_list.do?sysparm_query=job_id %3D53d03df1c72313005cf3df627a9763d1%5EparentISNOTEMPTY'
      3. Set the System ID field of these jobs to 'None'.
      4. Try to run a scheduled import with 'Concurrent import' set as true.

      Observe how the import runs in a classic way instead, with no feedback given to the administrator.

      Import / Export

      PRB1391175

      ImportSetTransformerJob generates unnecessary sys_mutex inserts ImportSetTransformerJob generates unnecessary sys_mutex inserts. It creates SelfCleaningMutex even when there are no jobs in the concurrent import set job queue.

      Import / Export

      PRB963728

      KB0695242

      CSV Export fails for large reports data, causing an out of memory Java error Trying to export 100k of large data causes an out of memory exception: 'worker.0 SEVERE *** ERROR *** Failure during scheduled run of job: 81c92ce9c0a8016400e5f0d2f784ea78 java.lang.OutOfMemoryError: Java heap space'.
      1. Create a list report to export the data.
      2. Add all fields to the list and set the type to 'CSV'.
      3. Change the export limit on CSV to 1000000.
      4. Create a schedule report with recipient email addresses and the report created above.
      5. Execute the report.

      Observe the sys_email table for outgoing email records and how no record exists for the specified email address.

      Incident Management

      PRB1382449

      KB0811725

      The Major Incident Management workbench doesn't appear to work in IE11 The View Workbench UI action in major incidents is not working in IE11.
      1. Log in to an instance using IE11.
      2. Open any major incident.
      3. Open the developer tool console.
      4. Click View Workbench.

      Observe the blank page and the syntax error in the console.

      Knowledge Management

      PRB1377812

      A facet request error is displayed when running a search in Knowledge Management Running a search in Knowledge Management in Service Portal is not working due to failed facet requests.

      Knowledge Management

      PRB1378352

      Performance issues due to multiple queries running at the same time While searching for knowledge articles, multiple slow database queries are being issued to the article can read/cannot read criteria sys_m2m tables.

      Knowledge Management

      PRB1381862

      When checking out a published article, the Valid to field default value is overridden When a user checks out a published article, the Valid to field default value is overridden with the Article validity field default value from the knowledge base in New York. This issue occurs even if the value in the dictionary is modified.

      Knowledge Management

      PRB1396558

      KB0823909

      The Flag Article option in knowledge is not working if Disable commenting is checked in the KB Base When clicking Flag Article, a blank error displays. This issue was observed in Orlando.
      1. Open any knowledge base in demo data, for example, the IT knowledge base.
      2. Check the Disable commenting box and save the knowledge base.
      3. Open any published article and click View Article.
      4. Try to select the Flag Article button on the kb_view page.

      After submitting, a blank error displays on the top of the page.

      Lists

      PRB1353818

      The list view field value displays incorrectly compared to the actual record's value On the list view of a record, a field shows one value incorrectly, but another correct value when looking at the records form or 'showXML'. This occurs when the dictionary record of the field uses choices and field dependencies, and when there are two choice records for the field that have the same 'value' (not label). When they have the same value but different labels, the label shown in the list view defaults to whatever dependent field value is first in alphabetical order with the same value.

      Lists

      PRB1354042

      KB0792278

      The sys_popup view is ignored when a view rule is set to force the default view

      Refer to the listed KB article for details.

      Lists

      PRB1369632

      KB0784283

      Unable to list edit on the homepage Users are not able to list edit on columns they have write access to.
      1. Impersonate an ITIL user.
      2. Open the ITIL homepage.
      3. Navigate to 'My groups work'.
      4. Double-click the short description of any record.

        Notice the user can edit the column.

      5. Refresh the widget.

        Notice that the user cannot edit the short description.

      6. Click the 'Short description' header.

      Notice that the user can edit the short description again.

      Lists

      PRB1373955

      KB0788893

      Setting the system property glide.ui.list.detail_row to true in New York causes a warning in the logs When users set the system property glide.ui.list.detail_row to true in New York, they see a 'org.mozilla.javascript.EcmaError: "OR" is not defined.' warning in the system logs.

      Refer to the listed KB article for details.

      Lists

      PRB627852

      KB0717350

      No results are returned when searching on an integer field using the 'Go to' or column search boxes
      1. Navigate to the task list view and add the Order field to the list view.
      2. In the 'Go to' box, select Order and in the search box enter '100'.

        No results are returned.

      3. Click the magnifying glass icon next to the list mechanic to display the column search box and enter '100'.

        No results are returned.

      4. Repeat steps 2 and 3 with '*100'.

        No results are returned.

      5. Repeat steps 2 and 3 with '=100'.

      The correct records are returned.

      List v2

      PRB1317351

      When 'File Descendant' (v_metadata_descendant) is opened from a related list, it loads the entire sys_metadata tree from the call 'AbstractMetadata TreeTableData.loadFile DataIfQueryHasOnly OneNonTreeCondition' When a user loads one of the related list (descendants) which is available as part of certain form in a new window, it builds the sys_metadata tree and loads all the sys_metadata records, causing high memory consumption for the transaction.

      Live Feed

      PRB1354907

      A null pointer exception appears in logs when the record in domain A gets updated by a user in domain B while another user from domain B is following that record Null pointer exception is seen in the logs when the record in domain A gets updated by a user in domain B while the other user from domain B is following that record.
      1. Create two users in domain A, msp_user and mspuser1, with itil roles.
      2. Create a test incident in domain B.
      3. Use a separate browser and log in as mspuser1.
      4. As mspuser1, follow the incident in step 2.
      5. Use an incognito window and log in as the msp_user.
      6. Update the worknote as msp_user.

      Check the system logs and notice the null pointer exception.

      MID Server

      PRB1316111

      KB0718001

      The MID Server can fail to start up with out of memory issues if there are a large number of XML files in the ECC Sender folder Each XML record is a queued result/response that needs to be sent back to the instance to become an ecc_queue table input record. All probes create an XML file for their result, but jobs such as JDBCProbe can produce a large number of these small input files for each output job. If a MID Server cannot get the inputs back to the instance as quick as they are being generated, a backlog builds up. This issue could be caused by a slow connection relative to the connection to the target server. It could also be due to a loss of connection to the instance, because the MID Server continues running the jobs it has already taken and continues building up the backlog.

      Refer to the listed KB article for details.

      MID Server

      PRB1368654

      The 'ECC Queue - mark outputs state' business rule is unable to update the ECC Queue Output records to the 'processing' state This leads to redundant processing and causes performance issues on the MID Server and the instance.
      1. On a Madrid instance, remove the table rotation for the ecc_queue table.
      2. Install the SQL Server on a Windows host.
      3. Create a DB (for example, 'SNCTEST').
      4. Create a table (for example, 'Employee') with two columns: ID and Name.
      5. Insert 100000 rows into the table.
      6. Create a staging table called 'u_employee_staging' extending the 'Import Set Row' table.
      7. Configure JDBC Data Source to the above DB and query the 'Employee' table into the 'u_employee_staging' table.
      8. Click Load All Records in the related link.

      This generates a JDBCProbe output record. Observe that the MID Server continuously processes the output record for several iterations until the last JDBC result for the first iteration is sent back to the instance, which would update the output record to 'Processed'.

      MID Server

      PRB1372219

      KB0784440

      MID Server does not start if some files are locked or corrupted but are not needed to start the MID Server In the MID Server start-up, all folders and files under the agent folder are checked for read/write permission. To start the MID Server, read/write permission is not needed. After discovery, there are also corrupted files that prevent MID Server from starting up.

      Refer to the listed KB article for details.

      MID Server

      PRB1372715

      KB0784442

      MID Servers running Oracle JRE version 8 release 231 cannot start some applications, Discovery Powershell/WMI probes fail, and Event Management SCOM connector will not start

      After installing or upgrading the MID Server host to use Oracle JRE version 1.8.0_231, the MID Server is unable to run some programs. The Powershell probes (powershell.exe) that run for Windows Discovery fail. There are no responses provided by the probes when running Discovery under these conditions. There are no responses from WMI calls. The Event Management SCOM Connector (- SCOMClient.exe -) cannot be started.

      Oracle Java 8u231 introduced argument restrictions with commands that are executed through Runtime.exec or ProcessBuilder, which the MID Server uses for launching some PowerShell commands.

      Refer to the listed KB article for details.

      MID Server

      PRB1383368

      Users receive the error 'This implementation is not part of the Windows Platform FIPS validated cryptographic algorithms' when using MD5 for building hashes This issue occurs on FIPS-enabled devices with MID Server installed.

      MID Server

      PRB1403382

      KB0827961

      The MID Server fails to upgrade from a signed ZIP file version to a non-signed version, because the instance info is cached The MID Server fails to upgrade if the user is upgrading from a signed ZIP file version to a non-signed version. This can affect production and sub-production instances. It does not only affect sub-prod instances 'downgrading' after a clone.

      Refer to the listed KB article for details.

      Mobile (Classic)

      PRB1370121

      KB0783135

      When using the Classic mobile app in iOS 13.1.3, users are unable to tap on string type fields where they freeze and are not editable until after a few clicks Users are not able to tap on string type fields after upgrading to iOS 13.1.3. It works when using the arrows (up/down). This issue does not happen in Android.
      1. Log in to the Classic Mobile app.
      2. Navigate to Incident > Create New.
      3. Click the Short Description field or any string type field.

      Expected behavior: Users should be able to get focus on string fields like Short Description, and the fields should be editable.

      Actual behavior: Nothing happens when clicking in the string type field, even though other field types are working as expected.

      Mobile (Classic)

      PRB1385448

      KB0814893

      Barcode scanning in the ServiceNow Classic mobile app does not work with iPhone 11
      1. In the Classic Mobile app, log in to the instance.
      2. Swipe right on the homepage to view the 'Favorites' page.
      3. Select the pink 'TEST BARCODE' module.
      4. Tap the title in the upper area of the screen to drill down to the record view of the form.

        You should see a field called Test Barcode.

      5. Tap the barcode icon on the right side of this field.
      6. Scan any barcode.

      The green boundary does not display correctly, blinks, and does not scan the barcode

      Mobile Platform

      PRB1345667

      KB0751641

      The advance reference qualifier in the Agent mobile app is not working and makes the field not editable
      1. On the incident form, create a reference field named 'Resolved Group' having the advance qualifier 'javascript: 'active=true^ manager='+current.caller_id'.
      2. Navigate to Mobile Studio.
      3. Create the Active Incidents applet.
      4. Create the Resolve function by creating an action item for the resolution code, resolution notes, and resolved group.
      5. Add a UI parameter and an item parameter.
      6. Navigate to the Mobile Agent app and click Resolve.

      The Resolved Group field is disabled. The field is not editable and cannot be populated with the group based on the caller_id. If users remove the advance qualifier on the Resolved Group field, the field becomes editable and populates all the values.

      Mobile Platform

      PRB1362974

      KB0789226

      The Agent mobile app is not showing all data if there are 'Before Query' business rules created on the table This issue occurs on both the iOS and Android Agent mobile app.
      1. Log in as admin to an instance with the ITSM Mobile plugin.
      2. Navigate to ITSM Mobile application via Studio.
      3. Create a list applet 'All Incidents'.
      4. Create a data item 'DI - All Incidents' with the following values and associate it to the applet created in step 3.
        • Table: incident
        • Query condition: Active is true
      5. Access the incident.list on the platform.

        All active incidents are displayed.

      6. Access the applet via the Agent Mobile app.

        All active incidents are displayed.

      7. Create a Before Query business rule 'BR - On Hold Incidents'.
      8. Add ';current.addQuery('state', 1)' to the script.
      9. Access the incident.list on the platform.

        All active incidents are displayed.

      10. Access the applet via the Agent Mobile app.

      Expected behavior: All new incidents should be displayed.

      Actual behavior: In Madrid and New York, only one incident record appears on the list applet. In Orlando, only one incident record appears on the list applet and multiple 'Restricted by Access Control' records are showing on the list applet.

      Mobile Platform

      PRB1370203

      KB0792610

      Users with their timezone set to IST are unable to view the activity stream in the Agent mobile app If users have their timezone set to IST, the activity stream on any applet does not appear and they receive the error: 'Could not load the document'.
      1. Activate the IST timezone choice.
      2. Set ITIL users timezone as IST.
      3. Log in to the mobile app as an ITIL user.
      4. Navigate to any incident.
      5. Navigate to the activity stream.

      No data is shown and an error message appears: 'Could not load the document'.

      Orchestration

      PRB1365752

      Orchestration using the AD activity pack can break after upgrading to Madrid

      Password Reset Application

      PRB1372183

      KB0792671

      An error occurs when users with the admin role use the Password Reset or Change Password modules

      Refer to the listed KB article for details.

      Patterns

      PRB1344228

      The 'MSSQL DB On Windows' pattern does not work with domain user credentials entered in the instance due to the way 'sqlcmd' is run When setting applicative credentials with domain user accounts and running the 'MSSQL DB On Windows' pattern, all of the steps that use the 'sqlcmd' command will fail. However, if the user used is a local one, the command execution succeeds.

      Patterns

      PRB1357314

      KB0781968

      Stacked switch CIs '-[serialnumber]' are set as the name of the slave switches but not the host name Slave switches of stacked switches are being named by the patterns in the format '-' + slave switch serial number. For example, '-ABC123' instead of 'MasterTEST-ABC123'. The master switch host name should come before the hyphen.

      Refer to the listed KB article for details.

      Patterns

      PRB1371559

      KB0786378

      The baseboard serial number is populated on the serial number record instead of the BIOS serial number for Windows servers when using the Windows - OS Servers pattern for discovery By default, the base instance Windows OS - Servers pattern returns the baseboard serial number. But sometimes, the user might want to use the BIOS serial number for the CI instead.
      1. Run Discovery on a Windows server using patterns.
      2. Trigger the Windows - Hardware information shared library.

      Observe that the baseboard serial number is populated on the serial number record field.

      Patterns

      PRB1374360

      KB0827777

      The cmdb_ci_os_packages identifier is set to Independent, causing packages to incorrectly be marked as duplicates The cmdb_ci_os_packages identifier is set to Independent instead of Dependent, causing packages to incorrectly be marked as duplicates in CMDB view reports.

      Refer to the listed KB article for details.

      Patterns

      PRB1374808

      KB0786484

      Windows patterns fail due to the print queue identification expecting only one print queue per IP address, and fails payloads as containing duplicates even though the names are unique The Windows - Printers pattern library, which is used by Windows OS - Servers, Windows OS - Desktops, and Hyper-V Server patterns, fetches all print queue names and IP Addresses and adds them to the payload. The base instance CI identifier for the print queue [cmdb_ci_print_queue] has only one identifier entry, which only uses ip_address as the criterion. As the payload has multiple entries with the same IP Address, 'DUPLICATE_PAYLOAD _RECORDS' errors are caused, and the Windows CI is not created or updated. This also results in a large number of discovery errors in the system logs: 'identification_engine : DUPLICATE_ PAYLOAD_RECORDS Found duplicate items in the payload', causing a performance issue for the syslog table.

      Refer to the listed KB article for details.

      Patterns

      PRB1376764

      KB0787884

      Network Switch pattern step 14 'Set Switch name from DNS data if isSnmpTrusted is false' removes discovered variables like serial number Network Switch pattern discovery does not populate the serial_number field on switch CI, but the cmdb_serial_number records in the related list can be created properly. Network Switch pattern step 14 'Set Switch name from DNS data if isSnmpTrusted is false' removes discovered variables like serial_number. Before this step, variables like serial_number are already populated. After this step, serial_number becomes empty. As a result, IP Switch CI cannot populate serial_number even though cmdb_serial_number can be created.

      Refer to the listed KB article for details.

      Patterns

      PRB1376874

      KB0787977

      Discovery does not show all four IIS Websites running on version 10.0 When IIS pattern discovery executes, it is expected to populate all the associated websites. However, the pattern fails to capture all websites and is unable to populate the website information.

      Refer to the listed KB article for details.

      Patterns

      PRB1378994

      KB0790137

      For the Solaris Server pattern, iostat result parsing is not working as expected for disks when not in a global zone When discovering Solaris zones, discovery fails with the error 'Failed Exploring CI Pattern, Pattern name: Solaris Server…'. Parsing the output of the command 'iostat -Enr' causes this issue.
      1. Install the Discovery plugin.
      2. Discover a Solaris Server with patterns from a non-global zone.

      The discovery log shows 'Failed Exploring CI Pattern, Pattern name: Solaris Server'.

      Patterns

      PRB1381986

      KB0793949

      The UNIX Cluster - ORACLE Clusterware pattern fails on the Oracle GRID 18 at the step 'Get Oracle CRS resources' by returning an empty result The failure is caused in the step 'Get Oracle CRS resources'. Specifically, it fails due to the response to the command 'crs_stat'. The command result is empty, which causes a cascade effect through the subsequent steps, resulting in the failure.

      Refer to the listed KB article for details.

      Patterns

      PRB1382049

      The PostgreSQL pattern is setting an incorrect value for CI Name The PostgreSQL pattern is not setting the name of the instance as 'PostgreSQL Instance@[hostname]'.

      Patterns

      PRB1384750

      KB0814550

      The IIS pattern website is missing the IP address, short description, log directory, TCP port, and reference between the website and the server Only the first cmdb_ci_web_site record is made when running discovery on a Windows Server that has multiple Web Sites Setups in IIS that are using different ports. The base instance probes and sensors for IIS create each web_site record, but the base instance IIS pattern does not. Discovery does not create all the records in the cmdb_ci_web_site table for a Windows Server when using the IIS pattern due to a a typo in the IIS pattern. The cmdb_ci_web_site records created and updated by the base instance IIS pattern do not set the web_server reference field, ip_address, log_directory, or short_description fields.

      Refer to the listed KB article for details.

      Performance Analytics

      PRB1350960

      Vendor Manager Workspace plugin activation fails with an error 'plugin could not be registered', due to the dependent plugin com.snc.pa.premium

      Persistence

      PRB1366523

      A large sys_cache_flush can cause the wrapper to kill every node in the instance When there is excessive write pressure on sys_cache_flush (for example, too many cache entries are being flushed), the queries to load from sys_cache_flush before every user transaction become slow. They require so much memory that the node becomes overwhelmed by garbage collection on every request, and they stop responding to the wrapper. Then the wrapper kills every node in the instance due to unresponsiveness.

      Persistence

      PRB1369274

      Attempting to access data gateway tables before storage encryption is initialized in the node start up causes the node to fail initialization After upgrading to New York, an early call to the gateway code in Glide initialization setups bad credentials. The storage encryption module was not yet initialized at the point the gateway access was attempted.

      Persistence

      PRB1401844

      Sometimes, long-running import, plugin, or scheduler jobs don't use the new db pool after the periodic refresh

      Sometimes long-running import, plugin, or scheduler jobs don't use the new db pool after the periodic refresh but use an exhausted pool, which can end up caching bad table metadata as a result.

      This is causing issues for users installing language plugins. They see that after activating several I18N Language Translation plugins, not all translations are showing for the languages activated.

      Persistence

      PRB1408447

      The 'MariaDB JDBC Driver 2.3.0-snc4: MariaDbStatement' lock isn't cleared when a query timeout occurs When a timeout is set on a statement and has occurred, the statement's internal lock isn't cleared, resulting in blocking when the statement is tried to be executed again.

      Platform Licensing

      PRB1374288

      Large number of sys trigger records in the ready state because of BR 'ASYNC: Handle User-Activation CT tracking' jobs when the sys_user table is updated Excessive 'ASYNC: Handle User-Activation CT tracking' jobs when the sys_user table is updated.

      Platform Licensing

      PRB1385093

      KB0815409

      High memory on the node because of inefficient memory management

      Refer to the listed KB article for details.

      Platform Security

      PRB1368118

      KB0782890

      The 'Forgot Password' flow is not working in scoped apps

      Refer to the listed KB article for details.

      Platform Security

      PRB1397297

      Users cannot add other users to groups, but do not receive error messages

      When delegated administration is enabled, users are required to have the scoped admin role for granting that role to other users explicitly, or through other roles or groups. There are also workflows and batch jobs that are trying to grant that role. However, those operations fail, and indications are not logged to explain the failure.

      Logging the error messages for such cases is controlled by the following property glide.security.scoped _administration. role.show_error. By default, its value is false. If users set the property to true, they can see messages like 'You do not have the role 'sn_templated _snip.template_snippet_reader' which is required to grant/remove 'sn_templated_snip. template_snippet_reader' under application administration'.

      1. Make sure that Templated Snippets application, or any other app where application administration is set to true, is active.

        Notice that the admin role contains sn_templated_snip.template_snippet_admin.

      2. Create a sys_user_group that has the admin role, for example, test-scoped-admin.
      3. As admin, navigate to that group and notice that you can add a member to the group.
      4. Try to add a member to the group as a system user.

      Notice that there are no messages, but the user was not added to the group. Uncommenting the line in the script that sets the glide.security.scoped_ administration.role.show_error property to true allows you to see the reason. Notice that the system user does not have the sn_templated_snip. template_snippet_admin role and is unable to grant access to the group that includes that role.

      Predictive Intelligence

      PRB1358025

      KB0820748

      The Predictive Intelligence landing page does not load properly

      Refer to the listed KB article for details.

      Project Management

      PRB680899

      Notifications do not work correctly when a project is created from a template Creating a project from a template does not trigger the 'pm_project.inserted' event. As a result, email notifications configured are not generated.

      Record Watcher

      PRB1374222

      KB0788120

      Record watchers are missing on the interaction table

      Refer to the listed KB article for details.

      Reporting

      PRB1328915

      Reports are not attached in a scheduled report Scheduled reports fail to add attachments in emails.

      Reporting

      PRB1350477

      Drilling down into a multilevel pivot report with a long URL results in a blank page or a page that displays a 'This site can't be reached' message Drilling down into a multilevel pivot report, or other types of reports like Time Series > Column, with a long URL results in a blank page or a page with a 'This site can't be reached' message. Due to the URL size limit in Internet Explorer and Edge browsers, users are more likely to encounter the issue in these browsers.

      Reporting

      PRB1371367

      KB0786235

      When there is a large number of 'Stacked by' values within a bar chart, sometimes the drill down does not display the correct values When there is a large number of 'Stacked by' values on a bar chart, the drill down does not work properly. Users can click certain colored areas, but clicking intermittently does nothing for other colored areas.

      Refer to the listed KB article for details.

      Reporting

      PRB1371913

      KB0786326

      Dangling records in sys_ui_view and sys_ui_list cause database contention An increased number of queries against sys_ui_list is causing database contention, unnecessary temporary sys_ui_list records are created, and stale records are not cleaned.

      Refer to the listed KB article for details.

      Reporting

      PRB1399098

      KB0824809

      The Pareto chart is not working for 'Group by' 'Duration' or 'Created' in Orlando If 'Group by' is set to 'Duration' or 'Created' in a report with a Pareto chart, users receive a 'No data to display' message.
      1. Log in to an Orlando instance.
      2. Navigate to Reports > Create New and create a report as follows:
        • Report name: Pareto
        • Source type: Table
        • Data source: incident
        • Type: Pareto
        • Group by: duration or created
      3. Run the report.

      Notice the 'No data to display' message. If you run the same report in New York or previous versions, the report works correctly.

      Resource Management

      PRB1382755

      Actual Hours are not captured correctly on a project's resource plan when a weekend time card is submitted against a project task When users submit a time card against a project task, and that time card has weekend hours, the value in the Actual Hours field is incorrect. The correct value is given in the Actual Hours field when the time card is submitted against a project.
      1. Create a project and a project task.
      2. Create and allocate a resource plan for a project for a single user.
      3. Impersonate the user resource and navigate to Time Sheet Portal.
      4. Submit a time card with hours worked on Saturday and Sunday against a project task.
      5. Impersonate the admin or the time card approver.
      6. Approve the resource's time card.

      Observe the resource plan's Actual Hours field. No hours are logged for the weekend work. If you repeat Steps 1-6 and submit a time card against the project, it updates the actual_hours correctly.

      Scheduled Job Processing

      PRB1391347

      Scheduler index on sys_trigger Scheduler queries have increased in New York. On instances where the DB load is low, the queries execute quickly. However, when substantial load is applied to the DB, the queries tend to slow down tremendously.

      Search UX

      PRB1391904

      KB0818035

      The Homepage Search widget tries to get the user's location after every search in Service Portal in Orlando

      In the Orlando release, the Homepage Search widget tries to get the user's location after every search. Also, there is no documented system property or widget option that can disable the location popup.

      Adding the sys_property glide.service_portal.disable_location_tracker and setting it to true turns off the geolocation tracker in all the portal widgets where the geolocation tracker was enabled.

      Refer to the listed KB article for details.

      Security Access Control Lists

      PRB1321862

      KB0786565

      Activation of the CSM plugin through the datacenter does not add the snc_internal role to ACLs Activation of the CSM plugin should add the snc_internal role to all the ACLs with no roles defined. However, a few records are skipped.

      Refer to the listed KB article for details.

      Security Access Control Lists

      PRB1325911

      When the Explicit Roles plugin is activated, it does not correctly create sys_user_has_role or sys_security_acl_role records Activating the Explicit Roles plugin (com.glide.explicit_roles) can take a long time to complete, and it does not create the sys_user_has_role or the sys_security_acl_role records. The long activation time is caused by the Explicit Roles plugin activation running a fix script to delete the user role records with the role snc_internal.

      Security Access Control Lists

      PRB1347192

      KB0817504

      The database view is not displaying all field values due to an incorrect context passed to an ACL for evaluation Because of this issue, the ACL prevents the display of field the values.

      Refer to the listed KB article for details.

      Security Access Control Lists

      PRB1353789

      KB0754851

      Non-admins are unable to delete entries in the sys_attachment table A base instance ACL returns 'undefined' in a script portion. As a result, users who should have 'write' permission to a record are unable to delete sys_attachment entries.

      Refer to the listed KB article for details.

      Security Access Control Lists

      PRB1389634

      KB0827326

      The add_to_list operation ACLs are not working in Orlando

      Refer to the listed KB article for details.

      Service Catalog: Mobile

      PRB1381803

      KB0794037

      Cabrillo buttons are visible on some widgets in Classic Mobile or custom portal pages
      1. Open Order Guide 'New Hire'.

        Cabrillo buttons are visible in 'Describe Needs', 'Choose options', and 'Summary'.

      2. Add a catalog item to the cart.
      3. Proceed to check out and in the order confirmation screen, click Cancel.

        The Proceed to checkout buttons appears.

      4. Submit a record producer or disable the two-steps.
      5. Order the catalog item.

        The 'Submitting' Cabrillo button appears.

      6. Set the system property glide.sc.sp.twostep to true.
      7. Create a catalog item 'Testsnc'.
      8. Add a multi-row variable set to the catalog item.
      9. Add a variable to the multi-row variable set.
      10. Log in to the instance with the Classic Mobile app.
      11. Navigate to Service Portal > Service Portal Home.
      12. Search for 'Testsnc' and open it.
      13. Add an item to the multi-row variable set.

        The Add button is not visible on the popup window.

      14. Close the popup window.
      15. Click the Order Now button to submit the catalog item.

      The Checkout button is not visible in the popup window

      Service Catalog: Service Portal Widgets

      PRB1392944

      Service Catalog Categories Portal widgets only count one item per category after upgrading to Orlando For the sc_home page in Service Portal, the SC Categories widget shows the catalog item count as 1 by default, when there are more than 1.

      Service Catalog

      PRB1294304

      KB0696545

      It is not possible to add a catalog item from a scoped application into a global catalog category It is not possible to add a catalog item from a scoped application into a global catalog category. Users can associate the item in a scoped app with a global catalog, but not a global category.

      Refer to the listed KB article for details.

      Service Catalog

      PRB1341783

      The JSONv2 processor does not return the value for multi-row variables when 'displayvariables =true' is sent When 'displayvariables=true' is sent for a JSONv2 request, multi-row variable values are returned as an empty string while single row variables are returned correctly.
      1. Create a multi-row variable.
      2. Submit a catalog item that uses the newly created multi-row variable set.

        This should create an sc_req_item record.

      3. Retrieve the data from this record via a JSONv2 request.
      4. Update the instance name and sys_id in the sysparm_sys_id query parameter with the sys_id of the sc_req_item.

        Observe the variables JSON array object that is returned.

      Expected behavior: The multi-row variable value is returned correctly.

      Actual behavior: The multi-row variable value is returned as an empty string.

      Service Catalog

      PRB1372489

      KB0812262

      When escape_all_script is false, a multi-row variable with an apostrophe (') or forward slash (\) in the question causes variable data deletion
      1. Create a multi-row variable set.
      2. Create a variable within this variable set:
        • Question: Farmer's market
        • Type: Single-Line Text
      3. Submit.
      4. Add the variable set to the catalog item.
      5. Navigate to Service Portal and open the catalog item.
      6. Fill out any value for the variable set and submit.
      7. Open the RITM record that was created.
      8. Make sure the data entered is present in the created RITM.
      9. Make any update to the RITM.

      Expected behavior: The variable data is not deleted.

      Actual behavior: The variable data is deleted.

      Service Catalog

      PRB1378421

      KB0819881

      Multiple choice variables are not functioning as expected The issue occurs when there are two multiple choice variables without 'None' options, and a script that clears the value of the second variable upon change of the first variable. In the UI, the second variable is cleared when this change is made. Internally, however, the OnChange script is not triggered and the value of the second variable is held.
      1. Create a multiple choice question named var2 without a 'None' option.
      2. Create a variable that may be single-line text named 'var1'.
      3. Create a catalog client script such that when var1 is changed, var2 is cleared (for example, g_form.clearValue('var2');).
      4. Create a catalog client script onChange of var2 to show a msg.
      5. Select any option in var2.
      6. Enter a value in var1.

        Notice that var2 is cleared.

      7. Select the same option that was selected in var2.

      The client script does not get triggered, and the form message is not shown.

      Service Catalog

      PRB1379257

      Users are experiencing slowness when navigating to the Knowledge homepage and searching for knowledge articles

      Service Catalog

      PRB1385413

      KB0822951

      The com.glideapp.servicecatalog .portal plugin generates 'Skipped Error' upgrade errors after upgrading to Orlando When checking localhost logs in the application node which performed the upgrade, the file names are showing errors that say 'Skipping because file already exists with a different scope'.

      Refer to the listed KB article for details.

      Service Catalog

      PRB1393123

      The Open Record button is not showing up in the sys_popup for reference variables
      1. Create a catalog item with a 'Reference' type variable.
      2. Submit an RITM request for the catalog item with the reference variable having a value.
      3. Open the RITM (sc_req_item) record.
      4. In the variable editor, look for the 'Reference' type variable and click the 'i' icon.

      Notice that in the sys_popup, the Open Record button is not visible. This worked as expected in previous releases.

      Service Mapping

      PRB1293287

      KB0714628

      OutdatedConnectionsHandler may cause high memory consumption on instance nodes In the OutdatedConnectionsHandler, there is a flow that determines which 'Use Ep To' relations need to be removed, based on the endpoints that implement the discovered CIs. When more than one worker runs this specific flow in the OutdatedConnectionsHandler, the instance has high memory consumption.

      Refer to the listed KB article for details.

      Service Mapping

      PRB1355003

      'Discovery.complete' can sometimes be triggered before the discovery schedule is completed, causing an incorrect duration and triggering the 'Run After' schedules early It is sometimes observed that the duration does not match the Started/Ended time in a discovery schedule, and the 'Run After' schedules are being triggered early. This is typically observed in the 'Service' type schedules, but can occur with normal CI discovery as well.

      Service Mapping

      PRB1357776

      KB0826342

      Performance improvements in Service Model's blob reaper Users have encountered an issue in Madrid where the Service Model's blob reaper took multiple days to run. This occurred when users had around 3 million records in svc_model_checkpoint and 5 million records in svc_model_obj_service.

      Refer to the listed KB article for details.

      Service Mapping

      PRB1387911

      KB0816119

      Multiple concurrent calls to /api/now/ pattern_library /GetCITypes may increase the memory consumption significantly in the instance, resulting in performance impact

      Refer to the listed KB article for details.

      Service Mapping

      PRB1388587

      KB0820122

      An incorrect JSON parsing of the glide.ui.date_format property causes accessibility problems to application services
      1. Create a user and impersonate them.
      2. Navigate to application services and make sure you can open a service and its map.
      3. End the impersonation.
      4. Add a new preference in sys_user_preference list as follows:
        • Name = glide.ui.date_format
        • Value = {"shortDate":false,"timeAgo":false,"dateBoth":false}
        • User = the user added in step 1.
      5. Impersonate the new user again.
      6. Repeat step 2.
      A blank white screen appears when the opening service form and its map.

      Service Portal

      PRB1095903

      KB0687782

      Field encryption is not supported on forms and lists The Encryption Support plugin is not supported in Service Portal. As a result, encryption fields in the Service Portal are displayed with encrypted content even when the user has the privilege to see their content.
      1. Make sure that Encryption Support is installed.
      2. Add an encryption field to the form with an encryption context associated with a specific role.
      3. Log in as a user with that role.

      Notice the encryption field in the normal UI with readable content. In the portal, the same field has a string similar to '40838fa9db0043007d977ffdbf961 9f4:yncY4jlMTsL9+a/vVxOW2A=='.

      Service Portal

      PRB1116156

      The SP Widget (Business Services Status) does not display red '(!)' unless the outage has an end date

      Service Portal

      PRB1305871

      KB0713668

      Info messages disappear too quickly when a widget automatically redirects to a different page The addInfoMessage disappears too quickly when redirecting a record producer in Service Portal. The info message disappears in less than a second due to the redirection, instead of staying persistent like in Service Catalog.
      1. Create a record producer using the base instance 'Create Incident'.
      2. In the Script field of the record producer, insert the following: 'gs.addInfoMessage('This was just created.');producer.portal_redirect = '/sp?id=index';'.
      3. Navigate to Service Portal and submit the record producer.

      Observe how the info message disappears in less than a second due to the redirection, instead of remaining persistent like in Service Catalog.

      Service Portal

      PRB1316016

      Issue with a modal not opening in Service Portal The popup is not opened completely when users click the reference icon on the form on the List and Form page.

      Service Portal

      PRB1347355

      While using the Service Portal redirect based on the SPEntry page script include with multi-factor authentication enabled, users are redirected to the login page after authentication Users should instead be redirected to the Service Portal homepage.

      Service Portal

      PRB1353839

      KB0754870

      Service Portal does not rotate the session when the session expires if SSO is enabled on the instance Service Portal does not rotate sessions for the instance with SSO enabled when the session expires and users click buttons like Order Now or Submit.
      1. Log in to an instance with SSO enabled.
      2. Change the value of glide.ui.session_timeout to a small number, like 1 or 2 minutes.
      3. In an incognito window, navigate to /sp and to any catalog item.
      4. Leave this window for a time (in minutes) greater than the value entered in step 2.

        If you try to click any link, like 'Order' or 'Submit', it freezes. But if you reload the browser, the user gets re-authenticated.

      5. Repeat steps 1-3.
      6. Navigate to navpage.do and open any incident, change, or problem record and complete the mandatory field.

      If you try to click any link, like 'Save' or 'Submit', the session rotates correctly.

      Service Portal

      PRB1358755

      KB0813348

      In Service Portal, manually typed invalid dates such as 'Tomorrow' can be saved when the variable is set to mandatory When using Service Portal and interacting with service catalog date variables, the validation checks on date and date/time fields are not working properly. When invalid dates are manually typed, for example, 'Tomorrow', the form can still be submitted and the record is created.
      1. Create a date field and make it mandatory on any catalog item.
      2. Navigate to Service Portal and open the item.
      3. Enter any text into the Date field (for example, Tomorrow).

        When you focus out, the field shows an error saying to input the date in a proper format.

      4. Click Submit.

      The form is submitted successfully.

      Service Portal

      PRB1370343

      KB0815477

      AngularJS attachment list operations can run an instance node out-of-memory Misuse of the nowAttachmentHandler AngularJS factory can cause an instance node out-of-memory if table_name and table_sys_id are not specified in the API call.

      Refer to the listed KB article for details.

      Service Portal

      PRB1371351

      KB0820501

      Display issue with the reference field when the value is long

      Refer to the listed KB article for details.

      Service Portal

      PRB1376360

      The catalog UI policy with date selection/condition to run scripts is not working in Service Portal Using the 'when to apply' criteria for a catalog UI policy that uses a 'date' variable and a script does not properly evaluate in Service Portal when the time settings are not 'yyyy-MM-dd' and 'HH:mm:ss'.

      Service Portal

      PRB1381686

      KB0793405

      Drilling down into a report widget by no-role users intermittently redirects to the Service Portal homepage The issue occurs in instances that are set up for redirecting no-role users to the Service Portal. If a no-role user clicks a report in the Service Portal to drill down, they are redirected to the Service Portal homepage intermittently.
      1. Set up redirection to Service Portal for no-role users as documented.
      2. Install the Performance Analytics and Reporting - Service Portal Widgets plugin.
      3. Configure the report widget to display a report in a portal page.
      4. Log in as a user that should be redirected to the portal.
      5. Open the portal page displaying the report (for example, a type 'Bar').
      6. Try to drill down on the report by clicking the report graphic.

      Notice that the user is redirected to the Service Portal homepage without showing the expected data.

      Service Portal

      PRB1382073

      KB0819917

      The HTML widget does not contain an HTML editor to add or format text
      1. Within the Page Designer, add an HTML widget to the page.
      2. Select the newly added HTML widget.
      3. Click the edit/pencil icon.

      Notice that it does not contain the HTML editor formatting icons/buttons. This issue can be reproduced using Chrome and Safari.

      Service Portal

      PRB1387897

      The search widget in the CSM portal is not working as expected for customer contacts (the snc_external role) Customer contacts are denied access to the search widget in the CSM portal and receive the Error 404 message.
      1. Create a user and give the sn_customerservice.customer role.
      2. Impersonate this user and try to access https://xxx.service-now.com/csm?id=search.

      Notice that the user cannot access the search widget and sees the Error 404 message.

      Service Portal

      PRB1388889

      The page is redirected to the CSM portal, even if the user is logged in to Service Portal Users are not getting redirected to the correct Service Portal page after they log in.
      1. Log in to the instance and activate the CSM and CSM Service Portal plugins.
      2. Log out of the instance.
      3. Access the CSM portal.
      4. Open a new tab in the browser, access Service Portal, and log in.

      Service Portal

      PRB1402387

      KB0823927

      The Announcements widget shows on both the banner and the widget even though the type is set to 'Banner' Even though only the 'Banner' type for an announcement is selected, it shows up both on the banner and the widget in Service Portal.
      1. Make sure the Service Portal Announcements plugin (com.glide.service-portal.announcements) is activated.
      2. Open a New York instance.
      3. Create an announcement.
      4. Select 'Banner' as the type.
      5. Open Service Portal.

      Expected behavior: The announcement should be only in the banner as you have selected 'Banner' in the type field.

      Actual behavior: The announcement is in the banner as well as the widget.

      Service Portfolio Management

      PRB1403272

      The Service Offerings widget causes memory issues on the application node When called, the Service Offerings widget causes memory issues on the application node.

      Skills Management

      PRB1379280

      KB0818994

      Remove the read-only protection policy from the bundled dashboard and the dashboard group The Skills Management dashboard and dashboard group have a read-only protection policy which limits the user's ability to remove or edit these features if they are not desired.

      Refer to the listed KB article for details.

      Software Asset Management Professional

      PRB1376926

      KB0813127

      Office 365 and Adobe getSoftwareModel should look up only active PPNs Office 365 and Adobe getSoftwareModel method return is undefined if there is a SKU that has two samp_sw_product_definition records, one active=true and the other active=false. Office 365 and Adobe getSoftwareModel should only look up the active=true samp_sw_product_definition.

      Refer to the listed KB article for details.

      Software Asset Management Professional

      PRB1381108

      KB0793233

      Reconciliation fails in the Suite Engine if suites had been inferred for non-licensable installs Users will experience reconciliation failure after the instance is upgraded from Madrid (or older) to New York (or later) when they have suite components configured for non-licensable products. Failure occurs when the Suite Engine consumes software installs whose inferred suite is populated but the inferred suite level is set to 0.

      Software Asset Management Professional

      PRB1382084

      KB0814859

      The job 'SAM - Import User Subscriptions' fails on the instance

      Refer to the listed KB article for details.

      Software Asset Management Professional

      PRB1401296

      KB0823273

      After enabling the 'Single Currency Mode' system property, users observe an 'onChange script error: RangeError: Invalid currency codes' error message on the unit_cost and purchased_rights fields While creating a software entitlement or changing the unit_cost on existing entitlements, onChange of software model, purchased rights, and unit cost, a client script error is thrown under the Unit Cost field of the Software Entitlement form view. This issue occurs after enabling the 'Single Currency Mode' system property.

      Refer to the listed KB article for details.

      Store IRM Vendor Risk Management

      PRB1352517

      Unable to incrementally save SIG questionnaire responses

      Store ITOM Content for Discovery

      PRB1375171

      KB0786261

      The 'Azure DataBase' pattern fails with 'MULTIPLE_DEPENDENCIES "Contains::Contained by"' in the identification engine When running a cloud resource discovery against an Azure region that has databases provisioned on it, users receive an error.

      Run a Cloud Resource discovery against an Azure region that has databases provisioned on it.

      Survey Management

      PRB1375719

      KB0793454

      Last assessment metric calculates negative normalized_value In the case of Risk Assessment, this issue is causing incorrect assignment of risk to the change request if all questions are answered with the lowest scoring option. This only happens if the user changes the threshold on the lowest risk from 0 to a number equal or greater to the number of questions minus one.

      Tables and Dictionary

      PRB1291266

      Users receive a syntax error or access rule violation error when filtering on a field from a TPP partition table and ordering by a field on the base table If the TPP CMDB table is categorized as a large table, when ordering by a column that is aliased to a partition, the join query is optimized incorrectly and generates an error message.
      1. On a base instance, migrate a column to the current partition (for example, move 'support_group' to $par1).
      2. Navigate to cmdb_list.do and add a filter: Support Group (support_group) is not empty and order by name.
      3. Run the filter.

        The list returns properly.

      4. Set size_class to 5001 for the CMDB Collection record in sys_dictionary.
      5. Open cmdb_ci_list.do and run the same filter from step 2.

      Expected behavior: The list is sorted properly.

      Actual behavior: You receive a syntax error on cmdb0.name and no records are returned.

      Tables and Dictionary

      PRB1383590

      KB0812487

      New reparenting will leave orphaned records if the sys_class_name is 'null' This issue may leave orphaned records in the sys_metadata table, impacting certain property settings. For the issue to occur, two conditions need to be present:
      • A reparenting operation occurs on a table hierarchy to remove a table from the hierarchy to be a new base table.
      • There are records in the current base table which have 'null' as the value in their sys_class_name field.

      Refer to the listed KB article for details.

      Templates

      PRB1241169

      KB0756077

      The data lookup rule does not get triggered after applying a template There are multiple data lookups in an incident form (Assignment Lookup and Priority Lookup), and these lookups are not working together properly while applying a template. For example, the Priority Lookup Data lookup rule does not get triggered via templates if one of the matcher fields in Assignment Lookup has a higher position in the created template than the matcher fields in Priority Lookup.
      1. Log in to the instance.
      2. Open or create an incident record (for example, Impact=3, Urgency=3, so the Priority is 5).
      3. Create a template including Category, Impact, and Urgency fields in that order (for example, Category=software, Impact=1, Urgency=1).
      4. Apply the created template.

      Expected behavior: The Priority field should be updated and the value should be 1.

      Actual behavior: The Priority field isn't updated and the value is still 5.

      Text Search

      PRB1333367

      KB0759070

      Column time series reports do not follow the correct date order when adding a 'Keywords' condition When a column type time series report has a condition using the Keywords field, and is configured to display the columns by date, the months do not display in the correct order.
      1. Navigate to Report > View / Run > Create New.
      2. Configure the report as follows:
        • Table: Task
        • Type: Time Series > Column
        • Group by: None
        • Trend By: Opened
        • Per: Month
        • Aggregation: Count
      3. In the conditions builder, add any condition with the Keywords field (for example, 'Keywords are email', 'Keywords are application', or 'Keywords are change').

      Notice some of the months displayed on the X axis do not appear in the correct order from the furthest calendar date to the closest.

      Text Search

      PRB1371234

      Reporting shows no data on aggregated reports, charts, or pivots when using a filter containing a Keywords condition and one or more Group By conditions In the New York release, using a Group By condition while using a filter that contains a Keyword clause will not return results for bar, pie, trend, or donut reports when reporting on the Change Request table. In Orlando, it fails when users use two group conditions. For example, Stacked Bar chart or Multilevel Pivot.

      Text Search

      PRB1392231

      KB0827282

      Text search threads cause out of memory errors while indexing records with PDF attachments When attaching large PDF attachments, the text indexing jobs cause high memory impact on the nodes which leads to out of memory issues.

      Refer to the listed KB article for details.

      Text Search

      PRB830497

      KB0621546

      Words containing underscores are broken into separate words during indexing, causing issues when one of the words is a stop word Words containing underscores are broken into separate words during indexing. For example, if users had a word like 'shrive_bumbershoot_meritorious _runnel_scapegrace' in the record, it would be broken into separate terms like 'shrive', 'bumbershoot', and 'meritorious'. If one of the terms is a stop word, all searches for the original word return zero results. Searches for the separate words that are not stop words will still return the relevant record.

      Refer to the listed KB article for details.

      Transaction and Session Management

      PRB1357319

      KB0786148

      Null pointer exception errors are thrown from AMB transactions This issue effects the AMB transactions, and occurs when the session is owned by a MID Server user.

      Transaction and Session Management

      PRB1360085

      Concurrent access to user preferences can cause a node to become unusable The clone method of a LinkedHashMap object can get stuck in an infinite loop if the object is used concurrently. As a result, GlideSession.cloneSession() can get stuck. As GlideSession.cloneSession() acquires a lock on the GlideSession class, an entire node can quickly become unusable.

      Transaction and Session Management

      PRB1361011

      IllegalStateException is linked to corrupted incoming requests Incoming requests might be corrupted if they come in after the following exception occurs for an unrelated request: 'java.lang.IllegalStateException: The request object has been recycled and is no longer associated with this facade'. One possible effect is that a session is converted from non-interactive to interactive.

      Transaction and Session Management

      PRB1381452

      If a script or process saves the glide session to a glide session variable, a GlideSnapshot chain is formed, which leads to a memory leak

      Transaction and Session Management

      PRB1403627

      KB0824451

      Special characters are not working when using keyword or filter search and special characters in the URL Special characters are not working when using keyword or filter search. Regardless of the different types of special characters being used (like é, ü, or ö), they are converted to '?' or '� (%3F)'.

      Refer to the listed KB article for details.

      Transaction and Session Management

      PRB1257377

      For any changes in the upgrade procedure for self-hosted customers, see KB0563844 for details.

      UI Policy/Client Script

      PRB1179035

      Client scripts for client software distribution catalog items are not compatible with the Service Portal catalog widget Client software distribution catalog items give client-side errors when used in the Service Portal. These errors occur onLoad, and onChange of Lease Start. The on-screen errors say 'There is a JavaScript error in your browser console'.

      UI Policy/Client Script

      PRB1387860

      KB0827726

      Using g_form.setValue on a read-only currency field without the currency code and the semicolon generates an error When the currency field is made read-only at dictionary level, any onchange client script to modify the value of this field causes an error to appear and does not change the value as required.

      Refer to the listed KB article for details.

      Upgrade Engine Issues

      PRB1385904

      KB0813897

      Cannot use the 'Revert to Base System' option for skipped records after upgrading to New York

      Refer to the listed KB article for details.

      Upgrade Engine Issues

      PRB1388476

      KB0818072

      The navigation window does not load and the main content window is blank after upgrading If a user installs the Templated Snippets plugin [com.sn_templated_sni] version 15.9a.0.1, then upgrades the instance, the plugin shows version 15.9a.0.1 instead of version 15.10.0.1. The navigator does not load applications or modules and there is a console error.

      Refer to the listed KB article for details.

      Usage Analytics

      PRB1361358

      Non-optimal SQL from 'UsageAnalytics Count Persistor' is triggering out of memory on the MySQL database

      Usage Analytics

      PRB1366914

      'UA Monthly Count Persistor' is running nodes out of memory

      User Experience Engineering

      PRB1251704

      KB0690227

      The browser freezes when expanding the related fields in the classic UI when there is a filter with a table with related fields When expanding the related fields on a filter condition in the classic UI, the browser freezes.
      1. Set the property glide.ui.list.allow _extended_fields to true.
      2. Create a report in the Classic UI.
      3. Select the CI Relationship [cmdb_rel_ci] table.
      4. Remove all the selected columns and add Parent, Child, and Child.Schedule.
      5. Add the filter condition 'Parent.class is Application'.
      6. Name the report and save it.
      7. Open the report again, click the filter conditions, and expand the 'Child [+]' option.

      The browser freezes.

      Workflow

      PRB1374522

      The workflow is throwing the exception 'Record not available for wf_element_definition:' when a task involving a Create Task activity and domain separation is closed

      All Other Fixes

      To view a list of all other PRBs fixed in Paris, refer to All other Paris fixes.

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