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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		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. 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 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		Open an Incident form. 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.	Send an email to an instance which would likely be received-ignored due to headers/subject/from. At the same time, send another email to the same instance which should be received. Make sure that when the email.read events are processed for both the emails, they should be processed in the same transaction. 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.	Navigate to System UI > UI Pages, and click New. Input any name and copy the following in the Client script field: 'for (var i = 0; i 10000; i++)top.console.log("Hello ATF!");'. Click Submit. Navigate to Automated Test Framework (ATF) > Tests and click New. Input any value for 'Name' and click Save. Click Add Test Step, navigate to the Form category and select Open an Existing Record. Set the table to 'UI Page [sys_ui_page]' and the record to the UI page created in Steps 1-3, and submit. Click Add Test Step, navigate to the Form category, and select Click a UI Action. Set the table to 'UI Page [sys_ui_page]' and the UI action to 'Try It', then submit. 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.	Navigate to Service Portal. For any reference field on a form, click the 'i' icon. Notice the view that opens for the reference pop-up. 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		Initiate a chat from a chat queue. Impersonate the queue agent from another browser and accept the chat. Add comments and raise an incident using the 'Create incident' action in the chat. 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.	Create an email message with recipients in both the To and CC fields. Send it to the instance to be processed as an incident. 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.	Log in to any Madrid instance. Navigate to System Settings > General > Date/Time and ensure that Date/Time is set to 'both'. 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'). Change the default date format using the system property glide.sys.date_format to 'dd-MM-yyyy'. 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.	Open any case or incident in Agent Workspace. 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.	Navigate to the incident form in Agent Workspace. Click the Configuration Item field. This immediately triggers a '**' search which can be slow if customers have a large number of CMDB records. 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		Search for 'incident' in the filter navigator and point to 'Open'. Click the pencil icon (Edit Module). Add the following arguments in 'Link Type': GROUPBYpriority&sysparm_fixed_query=active=true^state=3. 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.	Activate the data archiving plugin. 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'. 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. 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.	Create a vendor risk assessment with 1 category and 1 metric with a Likert Scale datatype. Uncheck the Scored checkbox on that metric. Assign the assessment to any user and impersonate that user to submit the assessment. 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.	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. Upgrade the instance. 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.	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'. Create a Standard Change by navigating to Change > Create New > Select Standard Change from Interceptor. Select Network Standard Changes, then Add network switch to datacenter cabinet. On the header of 'Change for', right-click and select Save. 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		Create a CAB meeting and add agenda items to the CAB meeting. 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.	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-- Submit the form and then navigate to Reports > Create New. Switch to the Classic UI and fill in the fields as the following: Data: Table, Business Service Type: List Click Add Filter Condition and choose [Business Unit] [is] [IT]. Save the report and click Switch to new UI. 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.	Enter 'sys_app.list' in the Filter Navigator to access the Custom Applications table. Check the available applications and choose one in the Application Picker. Create a script include with the Accessible from field set to 'This application scope only'. 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. Save. Check the XML or display 'Accessible from' in the list view and notice that the update is saved. Enter 'sys_store_app.list' in the Filter Navigator to access the store applications table. Check the available applications and choose one in the Application Picker. Create a script include with the Accessible from field set to 'This application scope only'. 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. Save. 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'		Navigate to the list view of the incident table. Enable session debug logs. 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.	Create or modify a user's preference by giving the user more than 10,000 user preferences. Create a global user preference for auto-complete searches with 'contains' - sys_user_group.autocomplete.contains (no specified user). Log in to the instance as that user. Navigate to any task record. 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.	Put a large number of records in the sys_schema_change table. Upgrade an instance so that the upgrade monitor page has stats from the upgrade to display. 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.	For a switch, query for sysOjectId from any SNMP tool without setting context. Notice that the value is fetched successfully. 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		Log in to the instance. Navigate to Cloud Admin Portal > Analyze. Navigate to Billing > Billing Schedule. The billing schedule is stuck at a certain point for a long time without any progress. 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.	Create a device with multiple IP addresses (A and B), for example, a Cisco switch. Discover the CI for the first time with IP address A. Observe that this CI has ip_address filled in with IP address A. Create a discovery with the IP address B. Observe that the CI in step 2 still has ip_address completed with IP address A. 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.	Log in to the instance. Navigate to 'Discovery schedule'. 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.	Create and run a Cloud Discovery schedule that will result in a large payload. 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.	Run discovery with SAM installed against a large-scale instance where the cmdb_sam_sw_install table is being updated. 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.	Discover Windows Servers in a version prior to Orlando. Upgrade to Orlando, where thousands of OIDs were added. 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.	Enable the Domain Support plugin While in the global domain, display an incident. In the Task SLAs related list, add a filter (for example, 'Active' is true). Click Set as Default Filter. Switch to the TOP domain and display an incident. Navigate to Configure > Related List. Create a separate related list record by adding any of the available lists to the selected slushbucket. In the Task SLAs related list, click the filter icon and add a filter (for example, 'Active' is false). Click Set as Default Filter. Verify that there are two records in the list. Switch to the TOP/MSP/Default domain. Create an incident, for example, INC001. Switch to the global domain and display the newly created incident INC001. In the Task SLAs related list, click the filter icon and create a different filter (for example, Breach time on Today). Click Set as Default Filter. Notice that the filter isn't saved in the sys_ui_related_list_entry record. Log out and then log in again. 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.	Create a notification. 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.	In the Orlando release, make sure the Key Management Framework (com.glide.kmf.global) plugin is installed. Impersonate an admin user. 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.	Install Event Management 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).	On a New York instance, log in as the admin. Set the property 'glide.sys.date_format' to 'dd/MM/yyyy'. Ensure that the 'calendars_for_package' table has entries to map the fiscal month business calendar with the 'Incident' package. Validate that the configurations in business calendar entries and business calendar filter options for the fiscal month business calendar are correct. Open incident.list. Apply the filter condition 'Created [On] Last 3 Fiscal Months' and check the count. 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.	Create a Flow Designer flow and use the Ask for Approval action. Make sure that at least one valid user is the approver. Create a customized action with any Input/Output. Make sure you add a PowerShell step in the action. Add the customized action into the flow, right after the Ask for Approval action. Publish and test the Flow Designer flow. Approve the generated approval. 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'		Create and select an update set. Create a catalog item. Create a flow with Flow Designer. Select the flow from step 3 as the workflow of the catalog item. Complete and export the update set. 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);'.	Create a section on the incident form 'Testing'. Add any field that is not in the form to the new section. For example, Due date. 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.	Navigate to the LabelUpdate script include. 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		In a New York instance, navigate to incident.list. Select any incident. Click the Assigned to reference icon. Click New. Right-click the header and choose Configure form layout. 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'.	Open an existing or create a new KB article. On the TinyMCE editor, select Insert/Modify video. Select Type: URL - Video and insert a link to a video. Click Ok. Notice that the video attaches to the article but displays a black preview. 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.	Open any demo data article on the platform page. 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.	Paste the text in the line. Continue typing until you reach the end of the line. Notice that the text is breaking to the next line in the wrong place. 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		Log in to a New York or Orlando instance. Navigate to the sc_cat_item.list table. Open any record. Click the Description field but do not make any edits to the field. Click the ServiceNow back button/arrow. Notice that the message 'Save Changes' appears. Log in to a Madrid instance. 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.	Save two different image files in PNG format with the same file names in different locations on your local disk. Log in to a base instance. Open any active incident and right-click the header form layout. On the incident form, add a field called Description and update. On the incident form, right-click on the Description field. 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. In the HTML editor, click the image upload icon. Upload the first image file, and click OK. 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.	Activate the Human Resources Scoped App: Core plugin. Give a user the following roles: sn_hr_core_admin itil skill_admin user_admin Impersonate that user. 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. Open the sys_user_role record sn_esign.admin, which is contained by sn_hr_core_admin. Add the Application Administrator field to the form, and check it. 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.	As an admin, create a user record in the sys_user table with a name longer than 40 characters. Log in to the instance as the new user. 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		Open the base instance Import Set Transformer Scheduled Job. Navigate to the link: '/sys_trigger_list.do?sysparm_query=job_id %3D53d03df1c72313005cf3df627a9763d1%5EparentISNOTEMPTY' Set the System ID field of these jobs to 'None'. 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'.	Create a list report to export the data. Add all fields to the list and set the type to 'CSV'. Change the export limit on CSV to 1000000. Create a schedule report with recipient email addresses and the report created above. 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.	Log in to an instance using IE11. Open any major incident. Open the developer tool console. 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.	Open any knowledge base in demo data, for example, the IT knowledge base. Check the Disable commenting box and save the knowledge base. Open any published article and click View Article. 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.	Impersonate an ITIL user. Open the ITIL homepage. Navigate to 'My groups work'. Double-click the short description of any record. Notice the user can edit the column. Refresh the widget. Notice that the user cannot edit the short description. 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		Navigate to the task list view and add the Order field to the list view. In the 'Go to' box, select Order and in the search box enter '100'. No results are returned. Click the magnifying glass icon next to the list mechanic to display the column search box and enter '100'. No results are returned. Repeat steps 2 and 3 with '*100'. No results are returned. 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.	Create two users in domain A, msp_user and mspuser1, with itil roles. Create a test incident in domain B. Use a separate browser and log in as mspuser1. As mspuser1, follow the incident in step 2. Use an incognito window and log in as the msp_user. 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.	On a Madrid instance, remove the table rotation for the ecc_queue table. Install the SQL Server on a Windows host. Create a DB (for example, 'SNCTEST'). Create a table (for example, 'Employee') with two columns: ID and Name. Insert 100000 rows into the table. Create a staging table called 'u_employee_staging' extending the 'Import Set Row' table. Configure JDBC Data Source to the above DB and query the 'Employee' table into the 'u_employee_staging' table. 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.	Log in to the Classic Mobile app. Navigate to Incident > Create New. 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		In the Classic Mobile app, log in to the instance. Swipe right on the homepage to view the 'Favorites' page. Select the pink 'TEST BARCODE' module. 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. Tap the barcode icon on the right side of this field. 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		On the incident form, create a reference field named 'Resolved Group' having the advance qualifier 'javascript: 'active=true^ manager='+current.caller_id'. Navigate to Mobile Studio. Create the Active Incidents applet. Create the Resolve function by creating an action item for the resolution code, resolution notes, and resolved group. Add a UI parameter and an item parameter. 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.	Log in as admin to an instance with the ITSM Mobile plugin. Navigate to ITSM Mobile application via Studio. Create a list applet 'All Incidents'. 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 Access the incident.list on the platform. All active incidents are displayed. Access the applet via the Agent Mobile app. All active incidents are displayed. Create a Before Query business rule 'BR - On Hold Incidents'. Add ';current.addQuery('state', 1)' to the script. Access the incident.list on the platform. All active incidents are displayed. 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'.	Activate the IST timezone choice. Set ITIL users timezone as IST. Log in to the mobile app as an ITIL user. Navigate to any incident. 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.	Run Discovery on a Windows server using patterns. 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.	Install the Discovery plugin. 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'.	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. Create a sys_user_group that has the admin role, for example, test-scoped-admin. As admin, navigate to that group and notice that you can add a member to the group. 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.	Log in to an Orlando instance. 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 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.	Create a project and a project task. Create and allocate a resource plan for a project for a single user. Impersonate the user resource and navigate to Time Sheet Portal. Submit a time card with hours worked on Saturday and Sunday against a project task. Impersonate the admin or the time card approver. 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		Open Order Guide 'New Hire'. Cabrillo buttons are visible in 'Describe Needs', 'Choose options', and 'Summary'. Add a catalog item to the cart. Proceed to check out and in the order confirmation screen, click Cancel. The Proceed to checkout buttons appears. Submit a record producer or disable the two-steps. Order the catalog item. The 'Submitting' Cabrillo button appears. Set the system property glide.sc.sp.twostep to true. Create a catalog item 'Testsnc'. Add a multi-row variable set to the catalog item. Add a variable to the multi-row variable set. Log in to the instance with the Classic Mobile app. Navigate to Service Portal > Service Portal Home. Search for 'Testsnc' and open it. Add an item to the multi-row variable set. The Add button is not visible on the popup window. Close the popup window. 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.	Create a multi-row variable. Submit a catalog item that uses the newly created multi-row variable set. This should create an sc_req_item record. Retrieve the data from this record via a JSONv2 request. 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		Create a multi-row variable set. Create a variable within this variable set: Question: Farmer's market Type: Single-Line Text Submit. Add the variable set to the catalog item. Navigate to Service Portal and open the catalog item. Fill out any value for the variable set and submit. Open the RITM record that was created. Make sure the data entered is present in the created RITM. 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.	Create a multiple choice question named var2 without a 'None' option. Create a variable that may be single-line text named 'var1'. Create a catalog client script such that when var1 is changed, var2 is cleared (for example, g_form.clearValue('var2');). Create a catalog client script onChange of var2 to show a msg. Select any option in var2. Enter a value in var1. Notice that var2 is cleared. 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		Create a catalog item with a 'Reference' type variable. Submit an RITM request for the catalog item with the reference variable having a value. Open the RITM (sc_req_item) record. 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		Create a user and impersonate them. Navigate to application services and make sure you can open a service and its map. End the impersonation. 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. Impersonate the new user again. 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.	Make sure that Encryption Support is installed. Add an encryption field to the form with an encryption context associated with a specific role. 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.	Create a record producer using the base instance 'Create Incident'. In the Script field of the record producer, insert the following: 'gs.addInfoMessage('This was just created.');producer.portal_redirect = '/sp?id=index';'. 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.	Log in to an instance with SSO enabled. Change the value of glide.ui.session_timeout to a small number, like 1 or 2 minutes. In an incognito window, navigate to /sp and to any catalog item. 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. Repeat steps 1-3. 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.	Create a date field and make it mandatory on any catalog item. Navigate to Service Portal and open the item. 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. 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.	Set up redirection to Service Portal for no-role users as documented. Install the Performance Analytics and Reporting - Service Portal Widgets plugin. Configure the report widget to display a report in a portal page. Log in as a user that should be redirected to the portal. Open the portal page displaying the report (for example, a type 'Bar'). 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		Within the Page Designer, add an HTML widget to the page. Select the newly added HTML widget. 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.	Create a user and give the sn_customerservice.customer role. 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.	Log in to the instance and activate the CSM and CSM Service Portal plugins. Log out of the instance. Access the CSM portal. 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.	Make sure the Service Portal Announcements plugin (com.glide.service-portal.announcements) is activated. Open a New York instance. Create an announcement. Select 'Banner' as the type. 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.	On a base instance, migrate a column to the current partition (for example, move 'support_group' to $par1). Navigate to cmdb_list.do and add a filter: Support Group (support_group) is not empty and order by name. Run the filter. The list returns properly. Set size_class to 5001 for the CMDB Collection record in sys_dictionary. 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.	Log in to the instance. Open or create an incident record (for example, Impact=3, Urgency=3, so the Priority is 5). Create a template including Category, Impact, and Urgency fields in that order (for example, Category=software, Impact=1, Urgency=1). 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.	Navigate to Report > View / Run > Create New. Configure the report as follows: Table: Task Type: Time Series > Column Group by: None Trend By: Opened Per: Month Aggregation: Count 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.	Set the property glide.ui.list.allow _extended_fields to true. Create a report in the Classic UI. Select the CI Relationship [cmdb_rel_ci] table. Remove all the selected columns and add Parent, Child, and Child.Schedule. Add the filter condition 'Parent.class is Application'. Name the report and save it. 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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Release version

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

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		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. 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 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		Open an Incident form. 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.	Send an email to an instance which would likely be received-ignored due to headers/subject/from. At the same time, send another email to the same instance which should be received. Make sure that when the email.read events are processed for both the emails, they should be processed in the same transaction. 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.	Navigate to System UI > UI Pages, and click New. Input any name and copy the following in the Client script field: 'for (var i = 0; i 10000; i++)top.console.log("Hello ATF!");'. Click Submit. Navigate to Automated Test Framework (ATF) > Tests and click New. Input any value for 'Name' and click Save. Click Add Test Step, navigate to the Form category and select Open an Existing Record. Set the table to 'UI Page [sys_ui_page]' and the record to the UI page created in Steps 1-3, and submit. Click Add Test Step, navigate to the Form category, and select Click a UI Action. Set the table to 'UI Page [sys_ui_page]' and the UI action to 'Try It', then submit. 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.	Navigate to Service Portal. For any reference field on a form, click the 'i' icon. Notice the view that opens for the reference pop-up. 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		Initiate a chat from a chat queue. Impersonate the queue agent from another browser and accept the chat. Add comments and raise an incident using the 'Create incident' action in the chat. 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.	Create an email message with recipients in both the To and CC fields. Send it to the instance to be processed as an incident. 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.	Log in to any Madrid instance. Navigate to System Settings > General > Date/Time and ensure that Date/Time is set to 'both'. 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'). Change the default date format using the system property glide.sys.date_format to 'dd-MM-yyyy'. 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.	Open any case or incident in Agent Workspace. 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.	Navigate to the incident form in Agent Workspace. Click the Configuration Item field. This immediately triggers a '**' search which can be slow if customers have a large number of CMDB records. 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		Search for 'incident' in the filter navigator and point to 'Open'. Click the pencil icon (Edit Module). Add the following arguments in 'Link Type': GROUPBYpriority&sysparm_fixed_query=active=true^state=3. 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.	Activate the data archiving plugin. 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'. 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. 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.	Create a vendor risk assessment with 1 category and 1 metric with a Likert Scale datatype. Uncheck the Scored checkbox on that metric. Assign the assessment to any user and impersonate that user to submit the assessment. 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.	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. Upgrade the instance. 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.	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'. Create a Standard Change by navigating to Change > Create New > Select Standard Change from Interceptor. Select Network Standard Changes, then Add network switch to datacenter cabinet. On the header of 'Change for', right-click and select Save. 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		Create a CAB meeting and add agenda items to the CAB meeting. 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.	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-- Submit the form and then navigate to Reports > Create New. Switch to the Classic UI and fill in the fields as the following: Data: Table, Business Service Type: List Click Add Filter Condition and choose [Business Unit] [is] [IT]. Save the report and click Switch to new UI. 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.	Enter 'sys_app.list' in the Filter Navigator to access the Custom Applications table. Check the available applications and choose one in the Application Picker. Create a script include with the Accessible from field set to 'This application scope only'. 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. Save. Check the XML or display 'Accessible from' in the list view and notice that the update is saved. Enter 'sys_store_app.list' in the Filter Navigator to access the store applications table. Check the available applications and choose one in the Application Picker. Create a script include with the Accessible from field set to 'This application scope only'. 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. Save. 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'		Navigate to the list view of the incident table. Enable session debug logs. 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.	Create or modify a user's preference by giving the user more than 10,000 user preferences. Create a global user preference for auto-complete searches with 'contains' - sys_user_group.autocomplete.contains (no specified user). Log in to the instance as that user. Navigate to any task record. 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.	Put a large number of records in the sys_schema_change table. Upgrade an instance so that the upgrade monitor page has stats from the upgrade to display. 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.	For a switch, query for sysOjectId from any SNMP tool without setting context. Notice that the value is fetched successfully. 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		Log in to the instance. Navigate to Cloud Admin Portal > Analyze. Navigate to Billing > Billing Schedule. The billing schedule is stuck at a certain point for a long time without any progress. 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.	Create a device with multiple IP addresses (A and B), for example, a Cisco switch. Discover the CI for the first time with IP address A. Observe that this CI has ip_address filled in with IP address A. Create a discovery with the IP address B. Observe that the CI in step 2 still has ip_address completed with IP address A. 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.	Log in to the instance. Navigate to 'Discovery schedule'. 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.	Create and run a Cloud Discovery schedule that will result in a large payload. 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.	Run discovery with SAM installed against a large-scale instance where the cmdb_sam_sw_install table is being updated. 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.	Discover Windows Servers in a version prior to Orlando. Upgrade to Orlando, where thousands of OIDs were added. 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.	Enable the Domain Support plugin While in the global domain, display an incident. In the Task SLAs related list, add a filter (for example, 'Active' is true). Click Set as Default Filter. Switch to the TOP domain and display an incident. Navigate to Configure > Related List. Create a separate related list record by adding any of the available lists to the selected slushbucket. In the Task SLAs related list, click the filter icon and add a filter (for example, 'Active' is false). Click Set as Default Filter. Verify that there are two records in the list. Switch to the TOP/MSP/Default domain. Create an incident, for example, INC001. Switch to the global domain and display the newly created incident INC001. In the Task SLAs related list, click the filter icon and create a different filter (for example, Breach time on Today). Click Set as Default Filter. Notice that the filter isn't saved in the sys_ui_related_list_entry record. Log out and then log in again. 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.	Create a notification. 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.	In the Orlando release, make sure the Key Management Framework (com.glide.kmf.global) plugin is installed. Impersonate an admin user. 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.	Install Event Management 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).	On a New York instance, log in as the admin. Set the property 'glide.sys.date_format' to 'dd/MM/yyyy'. Ensure that the 'calendars_for_package' table has entries to map the fiscal month business calendar with the 'Incident' package. Validate that the configurations in business calendar entries and business calendar filter options for the fiscal month business calendar are correct. Open incident.list. Apply the filter condition 'Created [On] Last 3 Fiscal Months' and check the count. 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.	Create a Flow Designer flow and use the Ask for Approval action. Make sure that at least one valid user is the approver. Create a customized action with any Input/Output. Make sure you add a PowerShell step in the action. Add the customized action into the flow, right after the Ask for Approval action. Publish and test the Flow Designer flow. Approve the generated approval. 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'		Create and select an update set. Create a catalog item. Create a flow with Flow Designer. Select the flow from step 3 as the workflow of the catalog item. Complete and export the update set. 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);'.	Create a section on the incident form 'Testing'. Add any field that is not in the form to the new section. For example, Due date. 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.	Navigate to the LabelUpdate script include. 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		In a New York instance, navigate to incident.list. Select any incident. Click the Assigned to reference icon. Click New. Right-click the header and choose Configure form layout. 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'.	Open an existing or create a new KB article. On the TinyMCE editor, select Insert/Modify video. Select Type: URL - Video and insert a link to a video. Click Ok. Notice that the video attaches to the article but displays a black preview. 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.	Open any demo data article on the platform page. 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.	Paste the text in the line. Continue typing until you reach the end of the line. Notice that the text is breaking to the next line in the wrong place. 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		Log in to a New York or Orlando instance. Navigate to the sc_cat_item.list table. Open any record. Click the Description field but do not make any edits to the field. Click the ServiceNow back button/arrow. Notice that the message 'Save Changes' appears. Log in to a Madrid instance. 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.	Save two different image files in PNG format with the same file names in different locations on your local disk. Log in to a base instance. Open any active incident and right-click the header form layout. On the incident form, add a field called Description and update. On the incident form, right-click on the Description field. 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. In the HTML editor, click the image upload icon. Upload the first image file, and click OK. 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.	Activate the Human Resources Scoped App: Core plugin. Give a user the following roles: sn_hr_core_admin itil skill_admin user_admin Impersonate that user. 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. Open the sys_user_role record sn_esign.admin, which is contained by sn_hr_core_admin. Add the Application Administrator field to the form, and check it. 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.	As an admin, create a user record in the sys_user table with a name longer than 40 characters. Log in to the instance as the new user. 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		Open the base instance Import Set Transformer Scheduled Job. Navigate to the link: '/sys_trigger_list.do?sysparm_query=job_id %3D53d03df1c72313005cf3df627a9763d1%5EparentISNOTEMPTY' Set the System ID field of these jobs to 'None'. 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'.	Create a list report to export the data. Add all fields to the list and set the type to 'CSV'. Change the export limit on CSV to 1000000. Create a schedule report with recipient email addresses and the report created above. 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.	Log in to an instance using IE11. Open any major incident. Open the developer tool console. 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.	Open any knowledge base in demo data, for example, the IT knowledge base. Check the Disable commenting box and save the knowledge base. Open any published article and click View Article. 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.	Impersonate an ITIL user. Open the ITIL homepage. Navigate to 'My groups work'. Double-click the short description of any record. Notice the user can edit the column. Refresh the widget. Notice that the user cannot edit the short description. 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		Navigate to the task list view and add the Order field to the list view. In the 'Go to' box, select Order and in the search box enter '100'. No results are returned. Click the magnifying glass icon next to the list mechanic to display the column search box and enter '100'. No results are returned. Repeat steps 2 and 3 with '*100'. No results are returned. 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.	Create two users in domain A, msp_user and mspuser1, with itil roles. Create a test incident in domain B. Use a separate browser and log in as mspuser1. As mspuser1, follow the incident in step 2. Use an incognito window and log in as the msp_user. 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.	On a Madrid instance, remove the table rotation for the ecc_queue table. Install the SQL Server on a Windows host. Create a DB (for example, 'SNCTEST'). Create a table (for example, 'Employee') with two columns: ID and Name. Insert 100000 rows into the table. Create a staging table called 'u_employee_staging' extending the 'Import Set Row' table. Configure JDBC Data Source to the above DB and query the 'Employee' table into the 'u_employee_staging' table. 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.	Log in to the Classic Mobile app. Navigate to Incident > Create New. 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		In the Classic Mobile app, log in to the instance. Swipe right on the homepage to view the 'Favorites' page. Select the pink 'TEST BARCODE' module. 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. Tap the barcode icon on the right side of this field. 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		On the incident form, create a reference field named 'Resolved Group' having the advance qualifier 'javascript: 'active=true^ manager='+current.caller_id'. Navigate to Mobile Studio. Create the Active Incidents applet. Create the Resolve function by creating an action item for the resolution code, resolution notes, and resolved group. Add a UI parameter and an item parameter. 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.	Log in as admin to an instance with the ITSM Mobile plugin. Navigate to ITSM Mobile application via Studio. Create a list applet 'All Incidents'. 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 Access the incident.list on the platform. All active incidents are displayed. Access the applet via the Agent Mobile app. All active incidents are displayed. Create a Before Query business rule 'BR - On Hold Incidents'. Add ';current.addQuery('state', 1)' to the script. Access the incident.list on the platform. All active incidents are displayed. 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'.	Activate the IST timezone choice. Set ITIL users timezone as IST. Log in to the mobile app as an ITIL user. Navigate to any incident. 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.	Run Discovery on a Windows server using patterns. 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.	Install the Discovery plugin. 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'.	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. Create a sys_user_group that has the admin role, for example, test-scoped-admin. As admin, navigate to that group and notice that you can add a member to the group. 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.	Log in to an Orlando instance. 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 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.	Create a project and a project task. Create and allocate a resource plan for a project for a single user. Impersonate the user resource and navigate to Time Sheet Portal. Submit a time card with hours worked on Saturday and Sunday against a project task. Impersonate the admin or the time card approver. 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		Open Order Guide 'New Hire'. Cabrillo buttons are visible in 'Describe Needs', 'Choose options', and 'Summary'. Add a catalog item to the cart. Proceed to check out and in the order confirmation screen, click Cancel. The Proceed to checkout buttons appears. Submit a record producer or disable the two-steps. Order the catalog item. The 'Submitting' Cabrillo button appears. Set the system property glide.sc.sp.twostep to true. Create a catalog item 'Testsnc'. Add a multi-row variable set to the catalog item. Add a variable to the multi-row variable set. Log in to the instance with the Classic Mobile app. Navigate to Service Portal > Service Portal Home. Search for 'Testsnc' and open it. Add an item to the multi-row variable set. The Add button is not visible on the popup window. Close the popup window. 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.	Create a multi-row variable. Submit a catalog item that uses the newly created multi-row variable set. This should create an sc_req_item record. Retrieve the data from this record via a JSONv2 request. 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		Create a multi-row variable set. Create a variable within this variable set: Question: Farmer's market Type: Single-Line Text Submit. Add the variable set to the catalog item. Navigate to Service Portal and open the catalog item. Fill out any value for the variable set and submit. Open the RITM record that was created. Make sure the data entered is present in the created RITM. 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.	Create a multiple choice question named var2 without a 'None' option. Create a variable that may be single-line text named 'var1'. Create a catalog client script such that when var1 is changed, var2 is cleared (for example, g_form.clearValue('var2');). Create a catalog client script onChange of var2 to show a msg. Select any option in var2. Enter a value in var1. Notice that var2 is cleared. 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		Create a catalog item with a 'Reference' type variable. Submit an RITM request for the catalog item with the reference variable having a value. Open the RITM (sc_req_item) record. 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		Create a user and impersonate them. Navigate to application services and make sure you can open a service and its map. End the impersonation. 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. Impersonate the new user again. 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.	Make sure that Encryption Support is installed. Add an encryption field to the form with an encryption context associated with a specific role. 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.	Create a record producer using the base instance 'Create Incident'. In the Script field of the record producer, insert the following: 'gs.addInfoMessage('This was just created.');producer.portal_redirect = '/sp?id=index';'. 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.	Log in to an instance with SSO enabled. Change the value of glide.ui.session_timeout to a small number, like 1 or 2 minutes. In an incognito window, navigate to /sp and to any catalog item. 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. Repeat steps 1-3. 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.	Create a date field and make it mandatory on any catalog item. Navigate to Service Portal and open the item. 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. 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.	Set up redirection to Service Portal for no-role users as documented. Install the Performance Analytics and Reporting - Service Portal Widgets plugin. Configure the report widget to display a report in a portal page. Log in as a user that should be redirected to the portal. Open the portal page displaying the report (for example, a type 'Bar'). 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		Within the Page Designer, add an HTML widget to the page. Select the newly added HTML widget. 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.	Create a user and give the sn_customerservice.customer role. 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.	Log in to the instance and activate the CSM and CSM Service Portal plugins. Log out of the instance. Access the CSM portal. 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.	Make sure the Service Portal Announcements plugin (com.glide.service-portal.announcements) is activated. Open a New York instance. Create an announcement. Select 'Banner' as the type. 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.	On a base instance, migrate a column to the current partition (for example, move 'support_group' to $par1). Navigate to cmdb_list.do and add a filter: Support Group (support_group) is not empty and order by name. Run the filter. The list returns properly. Set size_class to 5001 for the CMDB Collection record in sys_dictionary. 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.	Log in to the instance. Open or create an incident record (for example, Impact=3, Urgency=3, so the Priority is 5). Create a template including Category, Impact, and Urgency fields in that order (for example, Category=software, Impact=1, Urgency=1). 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.	Navigate to Report > View / Run > Create New. Configure the report as follows: Table: Task Type: Time Series > Column Group by: None Trend By: Opened Per: Month Aggregation: Count 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.	Set the property glide.ui.list.allow _extended_fields to true. Create a report in the Classic UI. Select the CI Relationship [cmdb_rel_ci] table. Remove all the selected columns and add Parent, Child, and Child.Schedule. Add the filter condition 'Parent.class is Application'. Name the report and save it. 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

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