Jakarta Release Notes• fiscal_calendar_user: role required to view fiscal periods Configuration...

01/10/2018

Jakarta Release Notes

Jakarta ServiceNow Contents

Contents

Jakarta release notes.................................................................................................................................. 4Features and changes by product...................................................................................................... 4

Now Platform release notes..................................................................................................... 4Application development release notes..................................................................................31Business Management release notes.................................................................................... 32IT Operations Management release notes.............................................................................49IT Service Management release notes.................................................................................. 71Performance Analytics and Reporting release notes............................................................. 83Security Operations release notes......................................................................................... 87Service Management release notes.......................................................................................93

Available versions (Jakarta)............................................................................................................ 102Jakarta Patch 7.................................................................................................................... 105Jakarta Patch 6 Hot Fix 1.................................................................................................... 128Jakarta Patch 6.................................................................................................................... 129Jakarta Patch 5.................................................................................................................... 150Jakarta Patch 4.................................................................................................................... 174Jakarta Patch 3a Hot Fix 1.................................................................................................. 205Jakarta Patch 3 Hot Fix 2.................................................................................................... 206Jakarta Patch 3 Hot Fix 1.................................................................................................... 207Jakarta Patch 3.................................................................................................................... 208Jakarta Patch 2 Hot Fix 6.................................................................................................... 238Jakarta Patch 2 Hot Fix 5.................................................................................................... 239Jakarta Patch 2 Hot Fix 4.................................................................................................... 240Jakarta Patch 2 Hot Fix 3.................................................................................................... 242Jakarta Patch 2 Hot Fix 2.................................................................................................... 243Jakarta Patch 2 Hot Fix 1.................................................................................................... 244Jakarta Patch 2.................................................................................................................... 244Jakarta Patch 1 Hot Fix 3.................................................................................................... 284Jakarta Patch 1 Hot Fix 2.................................................................................................... 285Jakarta Patch 1 Hot Fix 1.................................................................................................... 287Jakarta Patch 1.................................................................................................................... 287Jakarta security and notable fixes........................................................................................301All other Jakarta fixes...........................................................................................................362ODBC Driver 1.0.13 release notes...................................................................................... 419ODBC Driver 1.0.12 release notes...................................................................................... 419ODBC Driver 1.0.11 release notes...................................................................................... 420ODBC Driver 1.0.10 release notes...................................................................................... 420

Upgrade to Jakarta..........................................................................................................................421Upgrade your instance......................................................................................................... 424Upgrade and migration tasks by application or feature........................................................435Upgrade planning checklist (Jakarta)................................................................................... 439

Upgrade to Jakarta from Helsinki................................................................................................... 447Release notes for upgrade from Helsinki to Jakarta............................................................447User interface in Jakarta...................................................................................................... 448Notable changes in Jakarta..................................................................................................454Changes to plugins in the Jakarta release.......................................................................... 460Browser support....................................................................................................................473

Changes to plugins in the Jakarta release..................................................................................... 476Browser support.............................................................................................................................. 489

Exceptions to browser support.............................................................................................491

© 2017 ServiceNow. All rights reserved. ii

Jakarta ServiceNow Contents

Accessibility and compliance...........................................................................................................492Web Content Accessibility Guidelines (WCAG) 2.0............................................................. 493

Index.......................................................................................................................................................... 510

© 2017 ServiceNow. All rights reserved. iii

Jakarta ServiceNow Jakarta release notes

Jakarta release notes

The ServiceNow® Jakarta release contains new functionality and fixes to existing functionality. Patchreleases and hotfixes provide problem fixes and are released on an as-needed schedule.

Features and changes by productReview the new features and changes in this release by product.

Now Platform release notes

The Now Platform has new and updated features in the Jakarta release.

Accessibility release notes

ServiceNow® platform accessibility enhancements and updates in the Jakarta release.

Accessibility has been improved throughout the platform in congruence with WCAG 2.0 A and AAstandards to make the system more perceivable, operable, and understandable to all users. Changes toaccessibility that are feature-specific can be found in the documentation for that feature.

Activation information

Basic accessibility is included as part of the platform; no additional configuration is needed.

Users can enable a user preference to make the platform more accessible.

Enable accessibility Turns on tabbing for every item on a page andenables the option to skip to different places ona page. Users can enable this option individuallyon the General tab of the system settings menu.Administrators also have the option to enablethis preference for users by navigating to UserAdministration > User Preferences and searchingfor the preference glide.ui.accessibility.

Browser requirements

Some keyboard shortcuts and tab-through are browser-specific. See your specific browser documentationfor more information.

New in the Jakarta release

Contrast UI theme Provides a more accessible theme for users whohave a hard time seeing low contrast colors. Userscan select the contrast theme from the Theme tabin the system settings window.

© 2017 ServiceNow. All rights reserved. 4


Changed in this release

• Keyboard accessibility improvements:

• Tab order is consistent with expectations.• Button labeling.• Improved access to different UI elements.• Consistency for fields and UI elements that have hints (or tooltips).• Tab-through and arrow keys move items around in a slushbucket.• When focused on tabs, right and left arrow keys switch between tabs.• Arrows keys work within menus to navigate between entries.

• Improvements for screen readers

• Screen readers announce when a page reloads• Add alternative text to styles. For example, you can add alternative text to the VIP style icon so that

screen readers can call it out.• In Connect, screen readers inform users when a member leaves a conversation, when a user is

added or removed from a chat, and when uploads complete or fail.• Variable names have been added to list collector variables to ensure that each variable is unique.

Screen readers would read the hard coded variable name more than once if a list collector was on apage more than once.

• Color accessibility improvements

• Enable accessibility in the system settings to switch any color-heavy graphics, such as charts orgraphs, to use patterns in addition to colors.

• Style accessibility

• Improvements to alert color and font styles to make them more visible.

API release notes

ServiceNow® API product enhancements and updates in the Jakarta release.


• ServiceNow API: Platform feature – active by default.• Email API: Users with the admin role can activate the Email Service plugin (com.glide.email.service) to

enable the Email API.


Table 1: New scoped classes and additional methods to existing classes

Class Methods

CatalogClientScript appliesToTargetRecord()

CatItem availableForUserCriteria(),notAvailableForUserCriteria()



Class Methods

CatCategory availableForUserCriteria(),notAvailableForUserCriteria()

CartJS setRequestedForUser( )

GlideAggregate addTrend()

GlideDateTime getNumericValue(),getUserFormattedLocalTime()

GlideElement canCreate(), canRead(),canWrite,getAttribute(),getBooleanAttribute(),getDecryptedValue(), getHTMLValue(),getHTMLValueExt(), getJournalEntry(),getLabel(), getName(), getTableName()

GlideRecord _query(), addActiveQuery(),getAttribute(),getClassDisplayValue(), getED(),getLabel()

GlideSystem beginningOfLastMonth(),beginningOfLastWeek(),beginningOfNextMonth(),beginningOfNextYear(),beginningOfThisQuarter(),beginningOfThisWeek(),beginningOfThisYear(), daysAgo(),daysAgoEnd(), daysAgoStart(),endOfLastMonth(), endOfLastWeek(),endOfLastYear(), endOfNextMonth(),endOfNextYear(), endOfThisMonth(),endOfThisQuarter(), endOfThisWeek(),endOfThisYear(), getErrorMessages(),hoursAgo(), hoursAgoEnd(),hoursAgoStart(), monthsAgoStart(),quartersAgoEnd(), quartersAgoStart(),setRedirect(), yesterday()

GlideSPScriptable getCatalogItem() has another parameter.

UserCriteria setRoles(),setUsers(),setDepartments(),setLocations(), setCompanies(),setAdvanced(), setScript(),setName(), setGroups(), setActive(),setMatchAll(), create(), read(),update(), deleteRecord()

Table 2: New global classes and additional methods for existing classes

Class Methods

CMDBTransformUtil getError(), getOutputPayload(),hasError(), logTransformStats(),setDataSource()

GlideEncrypter encrypt(), decrypt()



Class Methods

GlideEvaluator evaluateScript(), getVariable(),putVariable()

Authentication release notes

ServiceNow® platform authentication enhancements and updates in the Jakarta release.


• ServiceNow Authentication: Platform feature – active by default.• Limit Concurrent Sessions: Feature not active by default. Users with the admin role can activate the

Limit Concurrent Sessions plugin (com.glide.limit.concurrent.sessions).


Limit concurrent sessions Limit the number of active concurrent sessionsper user or per role. When the user logs in afterreaching the maximum number of sessions active,the oldest active session terminates and a newinteractive session becomes active. If a user triesto access a closed session through a browser, theuser is redirected to the login page.

Activating or modifying an IdP configuration For every new IdP configuration, a successfulconnection to the IdP must occur to activate theconfiguration for authentication.

Once an IdP configuration is active, any changes tothe configuration cannot be saved and made activeuntil the configuration successfully connects to theIdP.

Automatic updates for SSO imported certificates A new background job polls active IdP configurationfor new and updated certificates. It imports thesecertificates to the IdP configuration. The importedcertificates append to the list of existing certificateswithout replacing any certificates.

Multiple certificate support for SAML SSO SAML SSO configurations support acceptingmultiple certificates for an existing configuration,including future dated certificates. An IdPconfiguration can then use the proper certificatefrom the list of certificates for the configuration to bevalid.

Automated Test Framework release notes

ServiceNow® Automated Test Framework feature enhancements and updates in the Jakarta release.




Platform feature – active by default.


Automated Test Framework works with all browsers supported by the ServiceNow platform, but somebrowsers have features to throttle CPU time that can hamper automated test performance. For informationon how to mitigate these issues, see browser recommendations for ATF.


Run automated test Choose the browser for the client test runner. Ifan automated test includes a UI-based step, thesystem asks you to choose an existing or new testrunner.

Screenshots mode preferences Optimize test performance by controlling whichtypes of screenshots the system captures duringa test: all screenshots, no screenshots, or justscreenshots for failed test steps.

Schedule automated test suite executions Schedule a test suite to execute at a specified dateand time.

Test suite email reports Designate users to notify by email when ascheduled test suite finishes executing. The emailcontains information and links to further informationfor the Scheduled Suite Run and its results.

Compare execution times across different runsof the same test or same test suite.

• Compare Test Results compares the length oftime to execute each test over selected runs forthis test suite. This report is available from theTest Suite Results related list on the Suite form.

• Compare Test Step Results compares thelength of time to execute each test step overselected runs for this test. This report isavailable from the Test Results related list on theTest form.

• Compare results for automated test suite runs(aging report) compares how many tests passedversus failed across different runs of the sametest suite. This report is available from the TestSuite Results related list on the Suite form.

Transactions recorded during tests Better understand test performance by inspectingtransaction records for tests and test steps. Youcan view these records from the Step Transactionsrelated list on the Step Results record and from theTest Transactions related list on the Test Resultsrecord. See View transaction data for automatedtest results.



REST test steps Create automated tests that include steps forsending REST requests.

Service Catalog test steps Write automated tests to validate catalog items. Youcan write end to end tests for both the requesterand fulfiller flows.


• Field added to transaction tables The recorded_at field in the sys_atf_result_item andsys_atf_transaction_mtom tables supports the ability to view transaction data for automated test results.

Assessments and Surveys release notes

ServiceNow® Assessments and Surveys product enhancements and updates in the Jakarta release.


Assessments and Surveys is a platform feature that is active by default.


Domain separation for assessments Assessments support domain separation.

Survey widget • Take surveys from Service Portal.• Use the Survey widget to display surveys,

quizzes, assessments, risk assessments, andattestations on the Service Portal.

• Use the new Instance optionon the Surveywidget: The Title of the widget instance optionenables you to customize the title of the widgeton the Service Portal.

Role-based assessment of the category for anassessable record

Use the Roles property to specify which userroles can assess the category when configuring acategory for an assessable record.

Calendars and schedules release notes

ServiceNow® calendars and schedules enhancements and updates in the Jakarta release.

Jakarta upgrade information

Starting with the Jakarta release, the Fiscal calendar is a platform feature and is no longer dependent onFinancial Management.




You can Activate the Fiscal Calendar plugin if you have the admin role.


• Fiscal calendars: The Fiscal calendar can be used in the ServiceNow platform. Fiscal calendar periodscan be selected in the list v2 and v3 condition builder. User roles have changed:

• fiscal_calendar_admin: role required to generate a fiscal calendar• fiscal_calendar_user: role required to view fiscal periods

Configuration Management release notes

ServiceNow® CMDB product enhancements and updates in the Jakarta release.

With the ServiceNow Configuration Management application, you can build logical representations ofassets, services, and the relationships between them that comprise the infrastructure of your organization.Details about these components are stored in the configuration management database (CMDB) which youcan use to monitor the infrastructure, helping ensure integrity, stability, and continuous service operation.


CMDB content undergoes table per partition table flattening during upgrade. This change does not havea performance impact and is transparent to users. Customers with a large CMDB table may experience alonger upgrade duration. See KB0635006.




CMDB benchmarks Several CMDB Health related benchmarksare calculated and display in the Benchmarkdashboard. Use these benchmarks to comparethe quality of the CMDB in your organization withother ServiceNow CMDBs in the industry, and takeactions if necessary.


• Identification and Reconciliation

• Identification simulation: A central location for automatically constructing a payload that isguaranteed to be complete and valid. You can then simulate the processing of that payload by theidentification engine to test the results before actually submitting it for execution by the identificationengine.


https://hi.service-now.com/kb_view.do?sysparm_article=KB0635006


• Identification engine logging: To help troubleshoot identification engine errors, debugging experienceof the identification engine has been enhanced. Identification engine logging is integrated withEvent Management and Discovery, so when identification errors are encountered, direct URLs tolog details can be provided. URLs link to a user-friendly display of logging details generated by theidentification engine and the service cache, grouped by Context IDs and run times. All logging is inthe context of a specific payload and a specific run of the identification engine, and can be filtered byspecific data source and specific time range.

• Data source refreshness rules are now used to determine if a CI is stale per specific data source.• Identification and Reconciliation application to Import Sets. The CMDBTransformUtil API supports a

data set with a mapping to reference fields in the CMDB. The CMDBTransformUtil API also supportssource scripts in imported data sets.

• CMDB Health:

• Create health inclusion rule and identification inclusion lists lets you filter and otherwise control thelist of CIs that are included in the identification process.

• CMDB Health dashboard supports health monitoring and aggregation for CMDB health groups. Youcan configure a separate set of scorecards thresholds for each CMDB group, per KPI or metric.

• Relationship health in the CMDB dashboard provides the following reports:

• Relations not compliant with suggested relations• Relations not compliant with containment rules• Relations not compliant with hosting rules

• CI staleness rules are no longer shared with CI staleness identification by Identification andReconciliation.

• The property glide.cmdb.health.staleness has been removed. Instead, a default staleness rulefor the cmdb_ci class is included in the base system. See CMDB health KPIs and metrics for moredetails.

• The audit health metric supports scripted audits. See Prepare a scripted audit for the complianceKPIfor more information.

• If an audit health test is associated with multiple remediation tasks, then the Task field on the CMDBHealth Results form contains one of the tasks, and the Additional Tasks field contains the rest ofthe tasks.

• Relationship conditions in an orphan rule have been enhanced. You can now specify that for a CI tobe considered orphan, the CI either has no relationships or the CI does not have a set of specifiedrelationships.

• CMDB Query Builder:

• The class hierarchy can be filtered to display only classes that can connect to the selected node onthe canvas. For more information see Display Suggested Connections.

• Search for a saved query can be based on specific details such as name, creator, query type, or anycombination of these details. Search can also be based on a tag that the user added to the query.See CMDB Query Builder for more information.

• Only a section of a query can be selected for running. See Run a partial CMDB query for moreinformation.

• The CI Metadata Editor is integrated into the CI Class Manager, providing a centralized location andeasy access to identification related rules, reconciliation related rules, and metadata rules at the classlevel.

• CMDB group supports encoded queries, in addition to saved queries.• Guided setups for CMDB Health, Identification and Reconciliation, and Creating CI class are included in

the base system.



Dependency Views release notes

ServiceNow® Dependency Views product enhancements and updates in the Jakarta release.

Dependency Views provide maps that graphically display configuration items that support businessservices and the relationships between the configuration items.




The Dependency Views module supports the latest version or service pack of the following browsers:

• Firefox with the latest ESR• Chrome version 25 or later (latest version recommended)• Safari version 6 or later• Microsoft Internet Explorer (IE) version 9 or later


• glide.bsm.max_levels: This map property controls the size and density of a map. The maximum valuefor this property is increased to 49.

• glide.bsm.show_virtual_node_children: This map property controls the density of a map when virtualnodes exist, affecting virtual grouping of nodes in a Dependency Views map.

• Flow Dependencies: This dependency type returns all the server to server connections that werediscovered using the Netflow collector.

• Metric Explorer: The CIs list in the integrated Metric Explorer, is updated with the same new stylingchanges that were made in the Metric Explorer.

• Business service node: A business service node on the map displays the CIs included in the businessservice.

Edge Encryption release notes

ServiceNow® Edge Encryption™ application enhancements and updates in the Jakarta release.


Because the Edge Encryption proxy server requires at least 4 GB of memory, 32-bit JREs and 32-bitoperating systems are no longer supported starting with the Jakarta release. Review the Edge Encryptionsystem requirements and limitations to ensure an optimal environment for your implementation.

When upgrading the Edge Encryption proxy server to the Jakarta release, use the new command-lineupgrade commands.

• Manually upgrade an Edge Encryption proxy server running on Windows• Manually upgrade an Edge Encryption proxy server running on Linux




Request the Edge Encryption™ plugin and configure it according to the needs of your organization. Thisplugin is available as a separate subscription.


Edge Encryption proxy server interactive installer Use the Edge Encryption proxy server interactiveinstaller to install the proxy server without using thecommand line.

Edge Encryption proxy server scheduled upgrades After upgrading to Jakarta, the Edge Encryptionproxy server can be scheduled to upgradeautomatically when an upgrade becomes available.Upgrades can only be scheduled by users with thesecurity_admin role through the proxy server.


• Change a field or attachment's encryption type: You can change a field or attachment's encryption typewithout creating a new encryption configuration for the field.

Embedded help release notes

ServiceNow® Embedded Help is a new application in the Jakarta release. It includes the guided tourfeature.

Embedded help and guided tours have been in the instance since the Helsinki release. In the Jakartarelease, administrators can use the new Embedded Help application to create customized embedded helpand develop guided tours.

Embedded help features

Embedded help Embedded help provides targeted help contentto a user in a UI page, based on their role. Someembedded help content comes with the baseinstance. Your organization can add or replaceembedded help content. Embedded help contentappears in the right sidebar when the user clicks thehelp icon.

Guided tours A guided tour provides a way to demonstrate tousers how to use a feature. An administrator cancreate a task demo with callouts to demonstratehow to do something in the instance, such as howto perform a task.


The following plugins are activated by default on new and upgraded Jakarta instances.



• Embedded Help (com.glide.embedded_help)• Guided Tour Designer (com.glide.sn_tourbuilder)

User interface requirements

Both embedded help and guided tours are only available with UI16.

Import and Export release notes

ServiceNow® Import and Export feature enhancements and updates in the Jakarta release.


Platform feature – active by default


• JSON:

• You can import JSON files.• You can export to JSON when using Export Sets.• You can export to JSON from a list.• There is limited support for importing child (nested) arrays within an array.

• LDAP:

• The Attributes field is visible by default on the LDAP Server form.

• Export logging:

• Provided detailed logging when imported data exceeds row size limits.

• Excel:

• You can control the wrapping behavior of exported Excel files using the propertyglide.export.excel.wrap_cells.

• You can import numeric values greater than 10 million from Excel when the propertyglide.import.excel.enhanced_number_conversions is true.

• String exports:

• You can control how empty strings are treated during transformation using the propertyglide.impex.transformer.empty_value_nil.

Knowledge Management release notes

ServiceNow® Knowledge Management application enhancements and updates in the Jakarta release.


Review the content in the community page for Knowledge upgrade best practices at All things Upgradeconsidered on Knowledge v2 to v3.


https://community.servicenow.com/community/service-automation-platform/blog/2016/03/15/all-things-upgrade-considered-knowledge-v2-to-v3





Knowledge Management has changed with Knowledge v3, which is enabled by default for all instances.For migration information, see Knowledge Management v3 migration.


Article versioning Create multiple versions of knowledge articles,track changes to updated articles, and compare twoversions of an article. Capture feedback on specificarticle versions and, if needed, revert content to anolder published version of an article.

Knowledge subscriptions Subscribe to knowledge bases and knowledgearticles. Subscribed users receive notificationswhen articles are created or modified. Authorsreceive notifications when content receivesfeedback and when content is updated by anotherauthor.

Knowledge Management Service Portal Use knowledge management features on theService Portal. Configure the home page withknowledge bases and article collections. Configurethe search results page with multiple ways to filterand sort a list of search results.

MetricBase release notes

ServiceNow® MetricBase is a new application in the Jakarta release.

Use the MetricBase application to collect, retain, analyze, and visualize time series data.

See MetricBase for more information.

Mobile release notes

ServiceNow® mobile product enhancements and updates in the Jakarta release.

Access an instance from your mobile device using the native mobile app or directly from your mobilebrowser.


The mobile web experience is active by default.

To access the native mobile app, download the app from either the Apple iTunes or Google Play stores.


Access the mobile web interface from the latest versions of the Safari or Chrome web browsers on yourmobile device.




Manage your notification settings in the nativemobile app

You can enable or disable your notifications andthe channels (devices) on which you receivethem by using Notification Settings in the nativemobile app. The list of notifications is organizedby categories that identify and group relatednotifications for easier access.

You can set additional notification preferences,such as conditions or filters that affect notificationdelivery, through the System Settings window ona desktop instance or mobile web browser. Fordetails, see User notification preferences in UI16.


The mobile UI supports:

• Performance analytics on Android devices• Field service agent map - You can use My Map to view an agent's location and assigned tasks.• Field Services Agent Calendar - You can view the Agent Calendar to see assigned tasks by day, week,

or month.

Notifications release notes

ServiceNow® platform notifications enhancements and updates in the Jakarta release.

Notifications are a platform feature that includes email and SMS messages, push messages, and the EmailAPI.


To enable randomized watermarks in email notifications for upgraded instances, activate the RandomWatermark Support (com.glide.email.random_watermark) plugin. This plugin includes system properties formanaging a watermark transition period, during which the system recognizes both randomized watermarksand non-randomized watermarks in emails created before upgrading. For details, see Notifications upgradeinformation on page 18.




If you are using the Internet Explorer browser, you must use version 11 or greater to support usernotification preferences in the System Settings window. You can also use any of the other supported webbrowsers .




Manage notification preference from a centrallocation

Set your own notification preferences, includingpersonal subscriptions and channels (devices forreceiving them). All users can set these preferencesfor themselves in the Notifications tab of theSystem Settings window. The list of notifications isorganized by category, which identifies groups ofrelated notifications for easy access.

Randomized watermarks Notice that watermarks in email notifications forbase systems include a random 20-character stringto make each watermark unique. This randomstring reduces the possibility of a watermark beingguessed or coincidentally matching the watermarkof an email from another instance.

Email image filtering Use new email properties to control how inboundemail images are attached to target records anddisplayed in the activity formatter. These propertieslet you filter out unwanted, smaller email images,such as logos or email signatures, so that they arenot attached to or shown in the activity formatter oftarget records.


• Enhancements to notification preferences

• Notification form: Added the Category field. Notification categories identify and grouprelated notifications. This field identifies the family of notifications to which the notificationbelongs. Admins can add new or update existing categories using the Notification Category[sys_notification_category] table.

• Notification devices: Are called channels. Use the Create Channel option in the Notifications tab ofthe System Settings window to add or update email and SMS channels.

• Personal subscriptions: Are renamed as personal notifications. All users can subscribe tonotifications that interest them and are configured as subscribable. All users can also createpreferences and conditions that determine how and when their personal notifications are delivered,or unsubscribe from them. To add personal notifications, use the Create Personal Notificationoption in the Notifications tab of the System Settings window.

• Email Client Templates form: Includes the Content field for admins to add HTML or plain text for thetemplate body.

• Base system notifications: Added unsubscribe and notification preferences links.• Push notification retention: Added support for archiving and destroying push notifications that are no

longer needed.• Connect notification settings: The Connect notification settings previously listed in the Notifications

tab of the System Settings window are located in the Connect category on the Notifications tab.• Twilio account administration enhancements: Connect to and disconnect from a Twilio account and

avoid overwriting the Twilio TwiML application. Prevent a ServiceNow instance from connecting to aTwilio account if the account is already configured on a different ServiceNow instance.



Removed in this release

• Removed the Notification Preferences link from the User form, since users change their notificationpreferences through the System Settings window.

Notifications upgrade information

Notifications upgrade information for the Jakarta release.

Randomized watermark support

After you upgrade to Jakarta, you can activate the Random Watermark Support(com.glide.email.random_watermark) plugin, which enables randomized watermark generation for emailnotifications. The system generates all new outbound emails with the randomized watermark.

However, your instance may still need to process older inbound emails containing non-randomizedwatermarks sent before the Random Watermark Support plugin was activated. With the plugin, the systemrecognizes both randomized and non-randomized watermarks in inbound emails.

Random Watermark Support adds the following properties for controlling watermark generation:

• glide.email.watermark.generate_random – Generates randomized watermarks only. This property isset to true when the plugin is activated. For non-randomized watermark generation, set this property tofalse.

• glide.email.watermark.parse_restrictive – Determines the type of watermark generation in effect andprocesses watermarks accordingly. This property is set to false when the plugin is activated, so thesystem recognizes randomized and non-randomized watermarks.

To activate the plugin, navigate to System Definition > Plugins, and select Random WatermarkSupport.

Before activating randomized watermark support

• Determine a watermark transition period during which the system must recognize both randomized andnon-randomized watermarks. This transition period is the time needed for the system to process alloutbound email replies containing non-randomized watermarks.

• Review the following items to determine if they parse watermarks and must be updated to handlerandomized watermarks:

• Inbound email actions• Business rules• Mail scripts or script includes

For example, if you have a mail script that uses non-randomized watermarks, consider revisingthe script so that it can handle the longer randomized watermark format, such as: MSG3846157_aLJc130zDhCVuh3spXmt.

After the watermark transition period ends

When outbound emails no longer contain non-randomized watermarks, change the watermark parsingbehavior to recognize randomized watermarks. Set the glide.email.watermark.parse_restrictive property totrue so that the system recognizes randomized watermarks only.



Orchestration release notes

ServiceNow® Orchestration application enhancements and updates in the Jakarta release.


The Orchestration (com.snc.runbook_automation) plugin is available as a separate subscription from therest of the ServiceNow platform. To purchase a subscription, contact your ServiceNow account manager.The account manager arranges the plugin activation on your production and sub-production instances,generally within a few days.


JDBC stored procedure support Enhanced support for JDBC stored procedureparameter modes IN, OUT, INOUT for Oracle,MySQL, and MS SQL databases. Added auto-mapping functionality for INOUT, Out parametersfor stored procedures.

SCCM device collection activity New collection activity added to SCCM pack tovalidate that devices are in corresponding install oruninstall collections.

SCCM user collection activity New collection activity added to SCCM pack tovalidate that users are in corresponding install oruninstall collections.

Orchestration Usage Metrics dashboard This dashboard shows an overview of Orchestrationusage metrics to show customers how theirorganization uses Orchestration and to supportlicense compliance.

Attach script file to MID server Users can avoid copying and pasting their scriptsonto the script field of the record by attaching thescript as an attachment directly to the record.

Azure AD Get User Info activity version 2 Update Azure AD Get User Info activity to version 2,which enforces input validation.

Infoblox DDI activity pack version 2 Update Infoblox DDI activity pack to version 2,which supports Infoblox network views and enablesspecifying the version of WAPI to use in integrationendpoints.

Client Software Delivery Application: SoftwareAsset Management (SAM)

Supports an update to the SAM release, a releasewhich provides significant enhancements over thestandard SAM release, including data normalizationfor discovered assets.

Client Software Delivery Application: CSDdeployment workflow

Updates the CSD deployment workflow to validatethat users or devices are in a given collection(install or uninstall) and to manage them properly.



Changed in this Jakarta release

• UI Performance: page loading and page refreshes show better performance when authoringorchestration workflows.

Platform performance release notes

ServiceNow® platform performance features enhancements and updates in the Jakarta release.

Platform performance offers monitoring and diagnostic tools for ensuring system optimization.




Index suggestions for slow queries Create an index for a slow query based on an indexsuggestion generated by the Index SuggestionEngine (ISE). The ISE analyzes a slow query thatyou select and recommends an index that canimprove the execution time of that query. Whenyou create the index, the ISE continues to monitorthe effectiveness of that index during a two-weekevaluation period and provides recommendationsfor managing that index.


• Performance homepage : Features a fresh, updated interface and new functionality for investigatingslowness in an instance. Includes data from the database and application tiers, and also customServiceNow metrics. The interface provides:

• Zoom controls to expand each graph and view time series details• Aggregate summaries of time series graph data• Graph overlay capability to compare two different data sources within a single graph• Diagnostic event overlay on each graph that highlights performance anomalies

• Session-level debugging: Added aggregate information of slow metric patterns (slow transactions,scripts, queries, events, and mutexes) to session-level output. Use the Debug Metric Statistics optionto generate this aggregate information and determine what makes a page load slowly.


• Removed the Disk partition and Linux graph sets from the Performance homepage.



Platform security release notes

ServiceNow® platform security features enhancements and updates in the Jakarta release.


The Contextual Security: Role Management V2 plugin prevents duplicate entries caused by inheritedroles in the User Roles [sys_user_has_role] table. This plugin is automatically installed on new instancesstarting with the Jakarta release and can be activated for upgrades. If upgrading to Jakarta from a previousrelease, you can manually upgrade to Contextual Security: Role Management V2.


Instance Security Dashboard The Instance Security Dashboard providesawareness, education, and steps to configureand maintain application security standards. VisitSystem Security > Instance Security Dashboardto view your security compliance score, learn moreabout system properties, configure recommendedsettings, and manage the overall security health ofyour instance.


• Contextual Security: Role Management V2: Prevents duplicate entries caused by inherited roles in theUser Roles [sys_user_has_role] table. This plugin is automatically installed on new instances startingwith the Jakarta release and can be activated for upgrades. The Contextual Security: Role ManagementEnhancements plugin is a previous version of this plugin installed with the Geneva release.

• Access control rules in application administration apps: If no access control (ACL) rules for anapplication administration app are defined, global ACL rules can apply to the application administrationapp's configuration records.

Upgrade to Contextual Security: Role Management V2

Contextual Security: Role Management V2 is automatically installed on new instances. You can upgradefrom Contextual Security: Role Management to Contextual Security: Role Management V2 to eliminateduplicate roles in the User Roles table and prevent future duplicates.

Role required: admin

If not already active, Contextual Security: Role Management V2 activates these related plugins.

Table 3: Plugins for Contextual Security: Role Management V2

Plugin Description

Contextual Security: Role Management V2

[com.glide.role_management.inh_count]

Prevents duplicate entries in the User Roles[sys_user_has_role] table.



Plugin Description

Contextual Security: Role Management V2REST API

[com.glide.role_management.inh_count.rest_api]

Enables API functionality for role management.

Before upgrading from Contextual Security: Role Management to Contextual Security: Role ManagementV2, test the results of an upgrade by running the script. The script returns a list of changes that an upgradewill perform. If the changes are acceptable, install the Contextual Security: Role Management V2 plugin.If the changes are not acceptable, do not install the Contextual Security: Role Management V2 plugin.Alternatively, you can perform the upgrade and then manually make any necessary changes.

1. Test the impact of an upgrade prior to upgrading by running the following script.

a) Navigate to System Definition > Scripts - Background.

b) Run the following script in global scope.

new RoleManagementVerify().verifyInheritedRoles();

For large sys_user_has_role tables, the execution may take up to several hours to complete. Donot edit or add user roles during this time.

Example result based on test data:

*** Script: 2016-12-01 19:58:54 Starting checking of inherited roles for all users... *** Script: User: itam, inherited roles to be ADDED: financial_mgmt_user *** Script: User: bernard.laboy, inherited roles to be DELETED: api_analytics_read,pa_viewer,rest_api_explorer,a123 *** Script: User: bernard.laboy, inherited roles to be ADDED: dependency_views *** Script: Number of inherited-role records in sys_user_has role, current: 260, after re-calculation: 258 *** Script: Number of users with discrepancies for inherited roles: 2 *** Script: 2016-12-01 19:58:55 Finished checking of inherited roles for all users!

c) Evaluate the script results to determine whether the proposed changes are acceptable.

2. Activate the Contextual Security: Role Management V2 plugin.

a) Navigate to System Definition > Plugins.

b) Find and click the plugin name.

c) On the System Plugin form, review the plugin details and then click the Activate/Upgrade relatedlink.

d) Click Activate.

After activating Role Management V2, the changes outlined in the script result are enacted. TheInheritance Count (inh_count) column in the User Roles table is read-only and automatically reflects thenumber of times the user inherits a role.

Enable role auditing with Contextual Security: Role Management V2

Set a system property to enable the Audit Roles table to create audit records related to user roles.




When enabled, the Audit Roles [sys_audit_role] table maintains changes to user records. For moreinformation about role audits, see Audit user roles. If the Contextual Security: Role Management V2[com.glide.role_management.inh_count] plugin is installed, you must set a system property to true toenable role auditing.

1. Navigate to the System Properties [sys_properties] table.

2. Add the glide.role_managment.v2.audit_roles system property and set it to true.

If the Contextual Security: Role Management V2 [com.glide.role_management.inh_count] plugin isinstalled, setting this property to true enables the Audit Roles [sys_audit_role] table to create recordswhen user roles change.

Search administration release notes

ServiceNow® platform search administration enhancements and updates in the Jakarta release.

By default, the system uses the Zing text indexing and search engine to index and search record data.


To enable scoring knowledge documents by inverse term frequency, regenerate the index for theknowledge table.

Note: Regenerating an index may take a while to complete depending on table size and otherfactors. You may notice performance degradation or incomplete search results while the systemregenerates the index.

The URL to perform exact match searches has changed. Update any legacy target URL fromtextsearch.do to text_search_exact_match.do. The legacy URL might be present in these items:

• UI macros for custom search pages• Custom search engines defined in your browser• Browser bookmarks




Change the query mode of an indexed table Set the query mode to specify whether searches onan indexed table must match all or only some of thesearch terms.

Score search terms by inverse document frequency(IDF)

Enable TF-IDF (term frequency–inverse documentfrequency) to increase the search result scoresof search terms that appear more frequently ina document, but less frequently in the wholecollection of searchable documents.

Contextual Search widget for Service Portal Display knowledge articles, service catalog items,or social Q&A records based on keywords entered



in the description. This embedded widget can onlybe added to a record producer.


• Global text search displays results dynamically: Display global text search results for each table as Zinggenerates them.

• Zing matches derived words with stemming: Set French as the text search stemming language.• Contextual Search properties: Display metadata for KB article search results.• Define contextual search for a table: Link to an article with the Embed link to article option instead of

embedding the article into the comments of the form.• Map fields from two different tables: Provide a more targeted search result set with the Filter

Configuration related list.

Service Portal release notes

ServiceNow® Service Portal product enhancements and updates in the Jakarta release.

Service Portal is a portal framework that helps you build a mobile-friendly self-service experience for yourusers.


Service Portal is active by default on new instances. For upgraded instances, you can activate the ServicePortal for Enterprise Service Management plugin [com.glide.service-portal.esm] if you have the adminrole. Activating the Service Portal plugin does not affect any existing Content Management System (CMS)configuration. For more information, see Content Management and Service Portal.


User criteria Control user access to pages, widgets, widgetinstances, and search sources on a more granularlevel than user roles. User roles are automaticallymigrated to user criteria upon upgrade.

Activate the User Criteria plugin [com.glide.service-portal.user-criteria] to access this option. The pluginincludes the following system properties:

• glide.service_portal.user_criteria_enabled:Enable or disable user criteria after the pluginhas been activated.

• glide.sp.entitlement.override: Include a list ofroles that user criteria ignores so that certainrole types can access anything in the portal.

Condition builder Use the platform UI condition builder in the Datatable from URL definition widget to create morecomplex table searches. The condition builder isdisabled by default. Administrators can enable



using the widget instance options for the Data tablefrom URL definition widget.

Contextual search Narrow search results to specific sources byconfiguring the contextual search sources in theinstance options of a search widget.

New Portal Create a portal from directly within the ServicePortal configuration page using the New Portaloption on the configuration homepage.

Service Portal Properties page Access the Service Portal properties page, whichlists Service Portal configuration properties in oneplace.

Portal page Draft option Select the Draft check box in a portal page so thatpages remain unpublished in the portal. Draft pagesdisplay for Service Portal administrators but not endusers.

System Properties • glide.sp.show_console_error: Sends a messageto administrators when users encounter abrowser error in Service Portal.

• glide.service_portal.stream_entry_limit: Limitsthe number of entries that appear in the TicketConversations widget. The default number is500.


• Shopping cart enhancements: In the shopping cart widget, users now have more options for managingtheir cart items.

• Clear the shopping cart of all items.• Add a saved bundle to an open cart, or override the existing items in the cart with the saved bundle.

• List, form, and widget improvements:

• Updated the TinyMCE from the platform UI to widgets that use the HTML field• Limit the number of approvals listed in the Approvals widget. The default number of approvals listed

is 10, but administrators can increase or decrease the number using the widget instance options.• Added Service Catalog related items to a separate plugin called Service Portal - Service Catalog

[com.glide.service-portal.service-catalog]. The plugin is activated with the Service Portal forEnterprise Management [com.glide.service-portal.esm] plugin.

• Accessibility improvements: Improvements to accessibility were made throughout the platform incongruence with WCAG 2.0 A standards. Improvements made specifically to Service Portal are listedhere.

• High contrast theme: Changes the Service Portal ESM to be more accessible for users who have ahard time seeing low contrast colors.

• Screen reader title: Use the Edit Container background option in the context menu for to add a titlethat screen readers read aloud.

• server.update(): Sends URL query parameters to the server. Previously the call to server.update() wassending a null value so if users wrote a condition that checked the query parameters for server.update()first, the server would return a null value and simply move on to the next condition. Now that the



server.update() parameter returns an actual value, the server might not move on to check the nextcondition.

Users should change the order of which parameter the server checks first.• getCatalogItem scriptable API: The getCatalogItem(String itemID) method was changed to

getCatalogItem(String itemID, boolean isOrdering), which includes the old method butcalls the new method, passing false to the isOrdering parameter.

The isOrdering parameter indicates whether the system does a Create Roles security check or aWrite Roles security check on the variables for a Service Catalog item. By default, which is set to false,the system does a check on write roles. When users are first ordering an item or have it in their cart, theparameter checks the create roles. If users are not in the process of ordering, for example, if they werelooking at a requested item to see the variables associated with that item, then the parameter checksthe write roles.

This change affects the SC catalog item widget, the order guide widget, and the shopping cart widget.Any users who have cloned those widgets or who have a widget that uses the $sp.getCatalogItemcall should update their methods to the new method signature. If you choose not to update the methodcalls, the variables go through a write roles check.

System update sets release notes

ServiceNow® system update sets enhancements and updates in the Jakarta release.




Preview and commit update sets in batches A batch update set is a group of update sets youcan preview and commit in bulk. The systemdetects collisions based on "ancestry" and not ondate comparisons.


• Preview update sets automatically: By default, the system automatically starts the preview processafter retrieving an update set or changing the parent on a remote update set. To change this behavior,set the glide.update_set.auto_preview system property to false. In this case, you must start the previewprocess manually.

• More precise time stamp for updated files: Determine the precise time the system updated a filein your update set by inspecting the Recorded At [sys_recorded_at] field on the Customer Update[sys_update_xml] or Versions [sys_update_version] tables. This field is a more precise time stamp ofwhen the system updated or modified a file than the Updated On [sys_updated_on] field.

• Back out update set terminology: The choices for resolving conflicts when backing out an update sethave been re-named to more clearly describe their effects. The option previously labelled "Back Out"has been changed to "Decide to Use Previous." The option previously labelled "Use Current" has beenchanged to "Decide to Keep Current."

• Warnings and confirmation dialogs: Added warnings and confirmation dialogs help prevent update-set scenarios that commonly lead to problems.


https://developer.servicenow.com/app.do#!/api_doc?v=jakarta&id=r_GSPS-getCatalogItem_S


• Update operations limited to one at a time: To provide stability and consistency, the system allowsonly one update operation at a time. Update operations include upgrading, retrieving an update set,previewing an update set, committing an update set, activating a plugin, Team Dev pushes, and TeamDev pulls.

System upgrades release notes

System upgrades feature enhancements and updates in the Jakarta release.




• Upgrade engine performance significantly enhanced: The performance of the upgrade engine issignificantly enhanced, especially for in-family upgrades. In-family upgrades are those in which thename of the release has not changed but the version number has, such as for patches and hot fixes.For example, an upgrade from Istanbul Patch 1 to Istanbul Patch 2 is an in-family upgrade but fromany Istanbul release to any Jakarta release is not. The upgrade engine is only optimized for in-familyupgrades in Jakarta and later releases.

Note: The performance improvement can be significant enough to cause concern that yourupgrade may not have run properly. As always, test your upgrades, but do not assume that theupgrade was unsuccessful based just on the time it took to execute.

• New dispositions on Upgrade History Log: The upgrade history log has more detailed informationabout the disposition of records processed by this upgrade.

• Upgrade schedule information and action on Upgrade Monitor: When an upgrade is not inprogress, the upgrade monitor displays the date and time when the system will next check for anavailable upgrade. You can manually trigger a check for an upgrade by clicking Check now.

• Warnings to avoid problems with system upgrade checks: The upgrade monitor displays a warningif records affecting how the system checks for upgrades have been customized or are missing.

User interface (UI) release notes

ServiceNow® platform UI enhancements and updates in the Jakarta release.


UI16 is the default user interface for new instances. For upgraded instances, if you have the admin role,you can activate the UI16 plugin [com.glide.ui.ui16].


Embedding videos in Internet Explorer and Safari is not supported. Both browsers have difficulty streamingvideos uploaded to the database. Attach a file rather than embedding if you intend to use one of thesebrowsers or an unsupported file type.




• TinyMCE editor: The HTML field editor was updated with the following improvements.

• Paste images, text, and formatted content all at once from Microsoft Word or Microsoft Excel into aform HTML field.

• New icons.• Video support for flash animations (.swf), MPEG-4 Video (.mp4), and WebM Video (.webm)

• Video attachments: MPEG-4 (.mp4) or WebM video (.webm) files attached to a form plays within theactivity stream, rather than downloading directly to the file system. MPEG-4 (.mp4) files uploaded in theSafari browser still download as usual instead of playing directly in the browser.

•

Reference icon preview: When list v3 is enabled, all reference icons ( ) on lists and forms show apreview with the option to the open the record, regardless of whether list v3 or list v2 is in use.

• List v3 updates:

• Enhancements to the group by option in a table• Live lists and live related lists are enabled by default. Disable live lists by navigating to

System Properties > List v3 and clearing the Enables real-time record updates onList v3 check box. Disable live related lists by searching for the live related lists property[glide.ui.list_v3.enable_live_related_lists], then change the value to False. For more information onthis functionality, see KB0635884.

• Navigate directly to a table: In the application navigator, append any valid table name with .config tonavigate directly to the personalize_all.do view of the table. For example, typing incident.configopens the incident table configuration view. Typing .CONFIG opens the personalize_all.do view of atable in a new tab or window.

• Name-Value pairs: new field type that enables you to map text values.• Accessibility improvements: Improvements to accessibility were made throughout the platform in

congruence with WCAG 2.0 A standards. Improvements made specifically to the UI are listed here.

• Error messages appear in a message at the top of a form screen rather than in a browser pop-upwindow.

• The Contrast UI theme included with previous versions was renamed to Black and White to makeway for the accessibility-related Contrast UI theme.

Visual Task Boards release notes

ServiceNow® Visual Task Boards feature enhancements and updates in the Jakarta release.

With Visual Task Boards, you can view and update multiple task records, which appear as cards that canbe moved between lanes.


Visual Task Boards are active by default on new instances. For upgraded instances, you can activate theVisual Task Boards plugin (com.glide.ui.vtb) if you have the admin role.

User interface requirements

UI16 or UI15 is required to use Visual Task Boards.





• The latest public release of Firefox or Firefox ESR• The latest public release of Chrome• Safari version 9.1 and later• Internet Explorer version 11

• Edge mode is supported.• Compatibility mode is not supported.• Setting Security Mode to High (via the Internet Options > Security tab) is not supported.• Internet Explorer 11 is susceptible to memory leaks, which may impact performance, especially in

Windows 7.

• Access Visual Task Boards on your mobile device using either a browser or the native mobile app. SeeMobile app supported devices for more information.


• View any task board in a list: On the Information tab of any task board, use the View List button in theinformation tab of the task board tools.

Note: The freeform board list view only shows cards made by the board and no other tasks thatmight be added manually.

• Accessibility improvements: Improvements to accessibility were made throughout the platform incongruence with WCAG 2.0 A standards. Improvements made specifically to visual task boards arelisted here.

• When tabbing through a task board, use the View Tasks as a List skip link to view all the cards in atask board in the list view.

Web services release notes

ServiceNow® Web services product enhancements and updates in the Jakarta release.




• REST APIs read replica support:

• The Table, Aggregate, and Attachment APIs support the sysparm_query_category parameter. Thisparameter is equivalent to the existing sysparm_read_replica_category parameter.

• You can get the value of the sysparm_query_category or sysparm_read_replica_categoryparameters in a Scripted REST API using the getRequestedQueryCategory() method.

• WS-Security:

• You can migrate WS-Security x.509 settings from an existing SOAP message function to a WS-Security x.509 profile using the Migrate to X509 Security Profile button on the SOAP Message


https://developer.servicenow.com/go_to_api.do?ID=c_RESTAPIResponse&v=jakarta


Function form if the SOAP message function was configured with x.509 security prior to the Helsinkirelease.

• REST API Explorer:

• You can no longer send REST requests as a different user from the REST API explorer. To send aREST request using different credentials, use a script such as the provided scripts from the RESTAPI explorer.

• SOAP:

• SOAP XML responses can return an empty element if a numeric field has no value when theproperty glide.soap.allow_null_numeric_output is true.

• RESTResponseV2 and SOAPResponseV2 APIs:

• The RESTResponseV2 and SOAPResponseV2 APIs provides the getAllHeaders() function toreturn all headers contained in the response, including duplicate headers.

• Outbound REST Message error handling:

• The HTTP status of the response is 0 instead of 500 when you run a test outbound REST messageand no response is returned by the target server.

• The fields Error Code and Error Message now appear on the Rest Message Test Runs table.These fields display relevant information if there was an error when testing an outbound RESTmessage.

• Scripted SOAP web services:

• You can enforce WSDL compliance for scripted SOAP web services.

• LDAP:

• Additional properties are available to control the behavior of LDAP listeners.

Workflow release notes

ServiceNow® Workflow feature enhancements and updates in the Jakarta release.


The table cleaner for workflow context records is enabled by default. In previous releases, the defaultsetting was disabled to improve performance, which is unnecessary in this release. If you prefer the tablecleaner to not run, you can disable it manually.




• Workflow Welcome page : The Workflow Welcome page lists the published and checked-out workflowsas well as links to further help. In this release, it does not include an RSS feed or embedded video.


https://developer.servicenow.com/go_to_api.do?ID=c_RESTResponseV2API&v=jakarta

https://developer.servicenow.com/go_to_api.do?ID=c_SOAPResponseV2API&v=jakarta


If you customized the workflow welcome page before upgrading, the system continues to display yourcustomized version. You can update the workflow welcome page to the Jakarta version by editing theUI page record.

• Workflow stages column with List v3: In the "workflow stage" column of a v3 list, Tab navigates tothe next column, Shift + Tab to the previous column, and Enter displays the choice list. This behavior isconsistent with the behavior for other columns in List v3.

• Workflow conditions property: The If condition matches field of the Workflow Version record hasa new option, Run if no other workflows matched. This option replaces the deprecated option,Run if no other workflows matched yet (deprecated). Workflows previously using Run if no otherworkflows matched yet are automatically updated to Run if no other workflows matched yet(deprecated) and retain their original behavior. The new set of options is designed to make it clearerwhat each option does.


• RSS feed and embedded video on Welcome page: The workflow Welcome page does not include anRSS feed or embedded video.

• SOAP and REST Message activities deprecated: SOAP and REST activities are deprecated.They are still available on instances upgraded from a previous release but are not available for newinstances. New workflows should use the Orchestration application instead.

For instances in which this activity is still available, existing workflows using it continue to work asdesigned. To edit this activity in an existing workflow, you may need to re-activate the activity.

Application development release notes

Application development product enhancements and updates in the Jakarta release.

Delegated development release notes

ServiceNow® Delegated development feature enhancements and updates in the Jakarta release.

Delegated development allows non-administrators to develop applications on the ServiceNow platform.


Active by default.


• Manage developers: Added the Manage Developers module so administrators can add or removedevelopers without opening Studio.

• Developer permissions: Updated the list of available developer permissions.


• Removed the Manage developers menu option from Studio.



Business Management release notes

Business Management has new and updated features in the Jakarta release.

Agile Development release notes

ServiceNow® Agile Development product enhancements and updates in the Jakarta release.

Agile Development is an iterative and incremental process for software development environments. Scrumis one of the most popular methodologies of agile development.

In Jakarta, Agile Development is replaced with a new plugin Agile Development 2.0, which is not enabledby default on upgraded instances.


Installing Agile Development 2.0 replaces the existing Agile Development, if already installed. Review AgileDevelopment upgrade information on page 34 before activating Agile Development 2.0.


You can activate the Agile Development 2.0 (com.snc.sdlc.agile.2.0) plugin if you have the admin role.

The dashboards for Agile Development 2.0 must be activated separately using the Performance Analytics- Content Pack - Project Portfolio Suite Dashboards (com.snc.pps_dashboards) plugin. You require thePerformance Analytics license to use these dashboards.

Note: If you are an existing Agile Development user on a release prior to Jakarta, you are usingthe Agile Development activated through the Agile Development (com.snc.sdlc.scrum.pp) plugin orthrough the Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) plugin.


Agile Development is significantly enhanced with Agile Development 2.0. Previously, there were twoplaces for supporting agile-based execution - 1) Agile Development module, and 2) Agile under ProjectManagement.

Agile Development 2.0 provides the following features for a unified agile development environment:

Unified backlog Ability to maintain a unified backlog:

• Maintain all your backlog in one location andassociate backlog stories to a product or aproject or both as desired.

• Ability to select stories from the backlog andexecute them as a project.

Manage releases A definite timeline to execute prioritized or selectedstories from backlog.

• Project based execution - Allows releasebacklog to be executed as one or more projects.

• Non project based execution - Allows releasebacklog to be executed by one or more



assignment groups using their sprint scheduleswithin a release timeline.

Stories A story can belong to both a product and a project.

Agile phase in Project An Agile phase is allowed to have stories frommore than one assignment groups. Prior to Jakarta,an agile phase could have stories only from oneassignment group.

Ranking Ranking of stories is possible at three levels:

• Overall backlog for ranking of stories acrossentire backlog.

• Product backlog for ranking of stories within aproduct.

• Group backlog for ranking of stories assigned toa group.

Theme and Epic Allows backlog to be categorized by themes andepics.

Assignment group Use Assignment Group to create an assignmentgroup of type Agile Team. Release team entity isno longer used. It eliminates the confusion betweenwhen to use release team versus assignmentgroup. Agile Development 2.0 also allows you toconvert a release team into an assignment group.

Sprints for an assignment group Generate sprints for Assignment Groups. It allowsdifferent groups to use different sprint schedules.

Single sprint planning board One sprint planning board for groups to plan theirsprint work.

Dashboards Two dashboards: the Product Owner Dashboardand Scrum Master Dashboard, are available totrack progress.


The following changes are implemented as part of Agile Development 2.0 plugin and are not applicable tothe Agile Development plugin.

• Plugin: Agile Development (com.snc.sdlc.scrum.pp) plugin can no longer be activated independentlyto enable Agile Development. However, the plugin is activated as part of the Project Portfolio Suite withFinancials (com.snc.financial_planning_pmo) plugin.

All new customers (new customers in Jakarta release, or the customers who have never activated theAgile Development plugin) must activate the Agile Development 2.0 plugin. Existing customers shouldevaluate upgrade information before applying the new plugin.

• Product field: The Product field on the Theme and Epic forms is optional.




The following changes are implemented as part of the Agile Development 2.0 plugin and are not applicableto the Agile Development plugin.

• Release Team: Release team has been removed. Assignment Group of type Agile team is availablefor use.

• Sprints: Sprints are no longer associated to a release, they are instead associated to an assignmentgroup.

Agile Development upgrade information

Agile Development upgrade information for Jakarta.

Existing customers already having Agile Development installed should evaluate the upgrade informationbefore applying the new Agile Development 2.0 plugin.

Delete previous customizations

If you customized the Agile Development application in an earlier release, delete these customizationsbefore activating the Agile Development 2.0. Failure to do so might affect the functionality in AgileDevelopment 2.0 plugin.

Close all open sprints

As sprints are associated to a group as opposed to a release in Agile Development, you must close all theopen sprints before upgrading to Agile Development 2.0. All open stories and scrum tasks associated withthese sprints should also be closed/completed.

Convert release teams to assignment groups

After upgrading to Agile Development 2.0, you must convert release teams to assignment groups asRelease Team is replaced by Assignment Group in Agile Development 2.0. After conversion, associatethe assignment groups to product/release.

Delete a previous agile customizationDelete customizations from the existing Agile Development application before activating the AgileDevelopment 2.0 plugin to ensure that all features work properly.


Add a system property with the following values:

• Name: com.snc.sdlc.scrum.pp.delete_customer_updates• Description: Deletes customizations to the Agile Development application from the Customer

Update [sys_update_xml] table.• Type: true/false• Value: true

The property deletes:

• the records created by customizations to the existing Agile Development application from the CustomerUpdate [sys_update_xml] table. However, any existing customizations which do not affect the new



functionality may not be removed. For example, customizations to existing Script Includes are notremoved.

• the property itself from [sys_properties] table after deleting the customizations.

Application Portfolio Management release notes

ServiceNow® Application Portfolio Management product enhancements and updates in the Jakarta release.


You can activate the Application Portfolio Management (com.snc.apm) plugin if you have the admin role.

Additional requirements

Dashboards for Application Portfolio Management include reports for Change, Incident, and Problem. Thefollowing content packs are required to render the dashboards and reports:

• Performance Analytics - Content Pack - Application Portfolio Management and Change Request(com.snc.pa.apm.change_request).

• Performance Analytics - Content Pack - Application Portfolio Management and Incident(com.snc.pa.apm.incident).

• Performance Analytics - Content Pack - Application Portfolio Management and Problem(com.snc.pa.apm.problem).


Internet Explorer version 10 and later.


Business Capability Assessment • Define configuration items (CIs) for the businesscapabilities of your organization in the newCI class named Business Capability. You canassess the effectiveness of business capabilitiesbased on the preconfigured people, process,and technology indicators.

• To view the assessment scores of businesscapabilities and the business processes orbusiness services supporting the businesscapability, use the Capability Maps. To view theassessment of business capabilities, use thecapability map report.

• To view the assessment scores of businessapplications and the business services that theapplication supports, use the Business ServiceApplications Map.

• To help enterprise architects and ITexecutives to identify areas of business thatrequire investments, use the Assessments


https://servicenow.suiteshare.net/bundle/jakarta-it-business-management/page/product/application-portfolio-management/task/activate-apm.html


Maps visualization that provides clarity,comprehensibility, and visibility at the enterpriselevel.

Usability improvements • Directly navigate to the Application GroupAnalysis page from the Application PortfolioManagement landing page. Click the AnalyzePortfolio to view the applications and filter themto the fiscal period that you want to analyze.

• Hide or show the labels for bubbles in theBubble charts. If you have many bubbles in thechart, hiding the labels helps unclutter the chart.

• Click Clear all filters to clear all the fields inthe Filter Apps section of the Application GroupAnalysis page.

• Sort and group the applications in theApplication Group analysis and Applicationanalysis pages.

• Configure the Application Roadmap to group theapplications into a family or category.

Integration with Service Mapping Application Portfolio Management is integratedwith service mapping. With this integration ServiceMapping lets you to see the relationships ormapping of the CIs that relate to the businessapplication in your organization. You must activateApplication Portfolio Management with BusinessService mapping (com.snc.apm_sm) plugin for theintegration.

Financial Management release notes

ServiceNow® Financial Management product enhancements and updates in the Jakarta release.


Financial Management is no longer dependent on its use of IT DataMart. The DataMart Definitions havebeen upgraded to Financial Management Segments in Istanbul. New segments required for cost model orbudget model must henceforth be created in Financial Management Segments.


You can activate the Financial Management (com.snc.financial_management) plugin if you have the adminrole.

ITFM has preconfigured PA dashboards using the plugin, Performance Analytics - Content Pack - FinancialManagement.

ITFM integrates with Customer Service Management providing preconfigured Cost Models and PAdashboards using the Performance Analytics – Content Pack – Financial Management for CustomerService plugin.


https://servicenow.suiteshare.net/bundle/jakarta-it-business-management/page/product/it-finance/task/t_ActivateITFinance.html


ITFM integrates with Field Service Management providing preconfigured Cost Models and PA dashboardsusing the Performance Analytics – Content Pack – Financial Management for Field Service Managementplugin.


If you are using the Internet Explorer web browser, version 11 or later (including Microsoft Edge) isrequired to use all aspects of the workbench.


Financial Reporting Financial reporting is an integral part of financialmanagement that helps in reporting the financialaspects to various stakeholders in an organizationsuch as the business unit heads, departmentheads, or account heads.

Use the showback feature to report the servicesconsumed, those services that are offered withinyour organization, to the stakeholder head.Therefore, the showback statements help inproviding consumption visibility and improveautomation on the services being offered.

The showback feature helps service owners thathandle services view the consumption details andformulate proactive budgeting.

The showback statement reports the servicesconsumed by adding the statement items, whichrecord the service consumption details and the costfor the service, from the source. The source of thestatement items can be from any of the following:

• Cost model: Sourced from the cost allocationlines of the cost transparency application.

• Service catalog: The cost and consumptionvolumes can be based on fulfilled catalogrequests for a particular service catalog categoryor catalog items.

• Consumption table: The cost and consumptionvolumes can be from any ServiceNow table thatcontains the consumption data.

As a Service owner, you can use the ServicePricing Console to periodically view the statementlines (consumption details) of the service. Youcan also optionally set the pricing policy for thestatement item, which can be used as reporting costin the showback statement when reporting.

As a Financial analyst, you can generate andpublish the showback statements for each fiscalperiod.



As a designated Showback user, you can viewthe published showback statements. You canreview and accept them or raise a dispute if thereis discrepancy and resolve it with the Service owneror Financial analyst through the task workflow.

Cost Transparency Functional Improvements • Restrict access of cost models to users oruser groups: You can restrict the access ofyour cost models in the workbench to a specificanalyst or group of analysts by associating thecost model to the user group.

• Cost models data source: You can choosethe data source of the cost model not only tobe the preconfigured General Ledger Stagedtable, but to any data source table. With thisenhancement, you can have different costmodels with different staged tables as theirdata source. Therefore, you can create differentcost models with expenses staged and budgetstaged data. Also, you can perform costtransparency without any data source also byentering the amount directly into the buckets.

• Unit Costs: You can generate the unit costs fora segment or segment account from the costmodel by defining the unit cost metrics in thecost model. The unit cost is generated after theallocation engine runs.

• Sibling rollups: You can roll up the amount inan account to its sibling account segment bydefining sibling relationship in the cost model.The rollup opens the sibling segment and itsrelated accounts. The sibling rollup is availableonly for account rollup.

• Bucket-based rollup: Define a bucket-basedrollup rule to roll up bucket-specific amount andalso to use a different rollup rule other than thedefault rule. The bucket-based rollup is availableonly for account rollup.

• Weighted bucket split: Bucket split can bebased on weighted metric, which helps youto get a dynamic percentage split every fiscalperiod, based on the weight or the consumptiontable.

• Enhanced scripted rollup: Scripted rollup hasanother argument, fiscal period, to help you withfiscal based scripted rollups.

• Scripted metric: For advanced use cases,you can create a scripted metric for use inallocations and rollups.

• Enhanced Filter: You can filter the accountsegments based on the amount in the AllocationSetup page.



Cost Transparency Diagnostic ToolImprovements

• Enhanced allocation logs: To make it easy toidentify the missing amount during allocation, theallocation log is enhanced to categorically pointout the incorrect rules and allocation issues byclearly segregating the logs as bucket allocation,account rollup, and segment rollup errors. Thissegregation helps you to resolve the allocationissues quickly.

• Generate and preview weight maps: Previewweight map provides more transparency tothe generated weight maps, and provides thepercentage split based on the metric definition.You also have the option to generate/regeneratethe weight map.

Improvements in Financial Planning • Catalog budget item: You can add a catalog itemas a budget item in the Budget Plan.

• Variance columns in Budget Console: You canview the variance or the difference in amountbetween the budgeted and forecasted and theactual amount in the Budget Console.

• Currency conversion in Budget Console: Youcan view budgets in local currency or convertedcurrency by switching currency in consolesettings.

Financial analyst and business unit owner PAdashboards

Activate Performance Analytics - Content Pack- Financial Management (com.snc.pa.fm) pluginto activate the Financial dashboards. Use thedashboards to view the current trend of financialcosting, budgeting, and showback statementsbased on the real-time data. Make informeddecisions based on the statistics and enhance yourbusiness performance.

Governance, Risk, and Compliance common release notes

ServiceNow® Governance, Risk, and Compliance common product enhancements and updates in theJakarta release.


GRC:Vendor Risk Management The Vendor Risk Management applicationprovides a centralized process for managing yourorganization's vendor portfolio and completing thevendor assessment and remediation lifecycle. Also,integrating with other GRC applications, providestop-down traceability for compliance with controlsand risks.



Policy and Compliance UCF upgrade instructions

Instructions for using the resources of the Unified Compliance Framework (UCF) after upgrading to theIstanbul release of Policy and Compliance Management.

UCF has released a new method for allowing authenticated users to download content from the UCFCommon Controls Hub (CCH) website. The UCF-CCH integration APIs are different from those of theprevious XML-based UCF content library and required an updated ServiceNow UCF plugin for ServiceNowGRC integration. Users configure Shared Lists of Authority documents, then download those into thePolicy and Compliance Management application. The GRC: Compliance UCF (com.sn_comp_ucf) plugin isavailable as a separate subscription.


1. Activate Compliance UCF.

2. Issue a request on HI to validate GRC entitlement.ServiceNow HI support initiates the UCF-CCH account creation and enrollment process.

Vendor Risk Management release notes

ServiceNow® GRC: Vendor Risk Management is a new application in the Jakarta release.

The Vendor Risk Management application provides a centralized process for managing your organization'svendor portfolio and completing the vendor assessment and remediation lifecycle. Also, integrating withother GRC applications, provides top-down traceability for compliance with controls and risks.

Vendor Risk Management, focuses on these key capabilities.

• Vendor Portfolio. You create your database of vendors and vendor information, including the vendorcontacts you interact with, the business services that the vendors fulfill, along with other general vendorinformation. The Company database within ServiceNow, is automatically applied to Vendor RiskManagement. You can also easily integrate VRM with your existing supplier management systems.

• Assessment Management. You can create templates for your assessments and vary the content andrecurrence interval based on the risk tiers of your vendors. You can create proprietary questionnairesusing our Assessment Designer, or use the built-in Shared Assessments (SIG) questionnaire.Assessment responses are automatically scored using a robust hierarchical weighted scoringframework that you can customize.

• Vendor Portal. Manage all vendor interaction and communication in a centralized vendor portal,replacing emails and spreadsheets. This provides all vendor stakeholders visibility into what needs toget done, by when, by whom, and what the status is.

• Issues and remediation. As you review assessment responses, you can create issues, review them withsubject matter experts, design remediation plans, and share them with vendors for closure.

• GRC Integration. The VRM application integrates with the other applications in the GRC suite. Youcan associate your policy statements with questions in a questionnaire. Inadequate responses from avendor can automatically mark controls as non-compliant. This gives you top-down traceability from anauthority document to the question in a questionnaire for a specific vendor. Non-compliant controls willautomatically adjust the calculated risk score of risks associated with that vendor, which are then rolled-up into all other IT and operational risks across your organization.


The GRC: Vendor Risk Management (com.sn_vdr_risk_asmt) plugin is available as a separatesubscription.

See Understanding Vendor Risk Management for more information.



Project Portfolio Suite with Financials release notes

ServiceNow® Project Portfolio Suite with Financials product enhancements and updates in theJakartarelease.

Project Portfolio Suite with Financials integrates Financial Management and Project Portfolio Suite (PPS).


You can activate the Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) plugin if youhave the admin role.

Note: Project Portfolio Suite with Financials is not compatible with Microsoft Project 16.


If you are using Internet Explorer, version 11 or later (including Edge) is required to use all aspects of theworkbenches.

New in theJakarta release

External dependencies You can set up a dependency between tasks ofdifferent projects. When the dates on a predecessorproject change, you can analyze the impact on yourproject schedule, and accept or reject the changes.

Original planned dates The original start and end dates of a project andits tasks are being captured when the state of aproject changes to work in progress. The trackingof original dates helps a project manager identifythe variance in planned dates and actual dates of aproject.

Planning console The overall user experience of Planning Console isimproved. Keyboard navigation and actions, suchas Copy partial project, Copy project, Add ChildTasks, and Project template are being introduced.

You can zoom and print the Gantt timeline fromthe planning console of the Portfolio, Program, andProject Workbenches.

Project Status Portal Project Status Portal replaces My Gantt. The portalprovides the following features:

• Helps you track the progress of all your projects.The set of projects to be tracked can be derivedusing any filter.

• Provides a comprehensive view of all aspectsof your projects, with the projects displayed ina report, work breakdown structure (WBS), andGantt chart.



• Enables you to share your project reports withdifferent users.

The Preferences tab is introduced in the Projectform. Using this tab, project managers can view alltheir project level preferences, and have a bettercontrol over their project level settings.

Benefit plan is introduced to estimate the financialbenefit of investing in a demand or project. A projector a demand can have one or more benefit plans,each with different time-spans, period values, andfiscal goals. Benefit plan is also used in the NPV(Net Present Value) and IRR (Internal Rate ofReturn) calculations.

To compare demands/projects/ programs withthe other demands/projects/programs, systemcalculates a score for the demands/projects/programs entities. By default, a score is calculatedbased on cost, return on investment, and risk, butusers are allowed to configure the formula for scorecalculation.

Ranks are introduced to prioritize demands andprojects for their approval and execution within aportfolio. Portfolio managers can rank demands andprojects in their portfolio, based on score, currencyor numeric attributes, or manual adjustment.

NPV and IRR NPV and IRR calculations are being done forprojects based on cost and benefit plans data.

Resource Management • In addition to hours and FTE, you are enabledto request resources in terms of person days. Allthe resource reports also provide options to viewdetails in terms of hours, FTE, or person days.

• The existing Calendar UI has been replacedwith a new Calendar UI, which provides abetter way for users or resource managersto view resource allocations. The Show softallocations property is introduced, using whichan administrator can configure to show softallocations in the Calendar UI. Prior to thisrelease, soft allocations were not shown in theCalendar UI.

• When a project is extended, using the Extendresource plan option, you can extend thedate of an allocated resource plan and allocateresources for the extended period. For moreinformation, see Extend a resource plan.

• Resource managers are allowed to reserve aportion of their team capacity for operationalwork using the Create New OperationalPlan feature. Resource managers can createresource plans for generic categories (such asKTLO, admin work), allocate time for unplanned



work, and use the remaining time for projectwork. For more information, see Create anoperational resource plan.

• The PPS Resource [pps_resource] role isintroduced to differentiate PPS users from allother users in the system. Only users with thePPS Resource role are considered for resourceplanning, and only users or groups with the PPSResource role appear in resource plans. Bydefault, the PPS Resource role is added to theProject User [project_user] and Demand User[demand_user] roles.

• The Resource Management data model hasbeen enhanced to improve performanceand reporting capabilities. The ResourceAllocation Daily [resource allocation daily]table is introduced to store all the resourceallocations at a granular level. The ResourceAggregate Daily [resource_aggregate_daily],Resource Aggregate Weekly[resource_aggregate_weekly],and Resource Aggregate Monthly[resource_aggregate_monthly] tables areintroduced. These tables store the aggregatedvalues (such as capacity, allocated hours,confirmed hours) of every user on a daily,weekly, and monthly basis respectively.

Previously, a requester was able to submit an ideausing service catalog. In this release, a requestercan edit the idea as long as it is in the submittedstate.

If date calculations in a project seem to be incorrect,you can use diagnostics to find if a project iscorrupt.

Project diagnostics lets you identify corrupt datain a project, such as tasks with invalid parents,tasks without top tasks, invalid relations, or cyclicrelations in a project.

For information about the enhancements in AgileDevelopment, see the Agile Development releasenotes on page 32.

For information about the enhancements in ReleaseManagement, see the Release Managementrelease notes on page 48.

For information about the enhancements in TimeCards, see the Time Card release notes on page46.




• : Project Status Portal replaces My Gantt. It provides enhanced functionality over the My Gantt feature.• : The Expected Start label is renamed to Start date.• Resource Management: The Average Daily FTE Hours property is renamed to Average Daily FTE

Hours/Hours Per Person Day.


• The ITIL role is removed from all the PPS roles. Prior to this release, a few PPS roles were inheritingthe ITIL role. This created licensing and compliance issues for customers because the ITIL role wasassigned without their knowledge.

Note: The ITIL role is not removed from existing customers who have already inherited the role.

• The Resource Events [resource_events] table is removed. The Resource Allocation Daily[resource_allocation_daily] table replaces the Resource Events [resource_events] table.

• The field Generate time cards for top task only is deprecated. The functionality is available throughthe Allow time card reporting on field on the Preferences tab.

Note: The field Generate time cards for top task only may be visible if the form wasconfigured to add this field in the previous release.

Software Asset Management release notes

The ServiceNow® Software Asset Management application is available as a subscription for new andupgraded instances starting in the Jakarta release.


If you are using the existing Software Asset Management plugin feature(com.snc.software_asset_management) on a release prior to Jakarta, you are using a feature of theAsset Management application. After upgrading to Jakarta, you can continue to use the Software AssetManagement plugin feature.

To migrate to the Software Asset Management application (com.snc.samp), consult your service manager.


The Software Asset Management Premium (com.snc.samp) plugin requires a separate subscription andmust be activated by ServiceNow personnel. This plugin includes demo data and activates related pluginsif they are not already active. See Request Software Asset Management.

The Software Asset Management (com.snc.software_asset_management) plugin does not require asubscription but still must be activated by ServiceNow personnel.




The Software Asset Management application lets you manage your software assets by automaticallynormalizing, reconciling, and reclaiming software assets.

Software Asset Management dashboard integratedwith Performance Analytics

Leverage native ServiceNow platform capabilitiesto trend cost and compliance over time, or tocustomize your own key performance indicators(KPIs) to track the progress toward your softwareasset goals.

Software normalization through Discovery Standardize software installations to commonvalues using an automated normalization enginewhile a discovery source populates the ServiceNowCMDB. Manual normalization is also supported forpartially normalized software products.

Publisher Part Number library Easily connect purchased software entitlements todiscovered software installations to calculate anaccurate license position.

Software Asset Management Content Service Allow your new, unnormalized software to becrowdsourced by ServiceNow anonymously andsecurely. Updates to the Normalization Library aresupplied to customers and, as a result, the softwarein your CMDB is continuously improved withoutmanual intervention.

Automated software license reconciliation Keep license positions accurate and up to datewithout manual calculations using automatedlicense reconciliation. Reconciliation runs weekly oron demand.

Remediation options Remediate non-compliant reconciliation results. Forexample, you can create a purchase order on the flyfor new software licenses.

Software reclamation and license harvesting Leverage ServiceNow Workflow and ClientSoftware Distribution (CSD) applications toautomate the process of uninstalling software froma device, and harvesting software rights. You canalso set up reclamation rules which automaticallyidentify unused software.

Software usage integration with Microsoft SCCM Import monthly usage details (last used, and totalusage time) for products being monitored throughMicrosoft SCCM 2012.

Enhanced Software Discovery Use new and improved software discoverypatterns integrated with the ServiceNow Discoveryapplication.

Enhanced sourcing and receiving flows Improve sourcing and receiving flows for allocatingsoftware rights, or purchasing new softwareentitlements with ServiceNow Procurementapplication integration.

Microsoft Server licensing content pack Automate reconciliation of complex server licensingscenarios for Microsoft products using Microsoft



content pack. Compliance and optimizationinitiatives are viewed in a specialized dashboard.

Oracle Server licensing content pack Automate reconciliation of complex server licensingscenarios for Oracle products using Oracle contentpack. Compliance and optimization initiatives areviewed in a specialized dashboard.


• The Software Asset Management plugin feature of Asset Management must be activated byServiceNow personnel.

For the Software Asset Management (com.snc.software_asset_management) plugin feature of AssetManagement, see Software Asset Management plugin.

Time Card release notes

ServiceNow® Time Card product enhancements and updates in the Jakarta release.

The Time Card Management feature works with the Task table to record time worked on projects,incidents, problems, and change requests.


When you upgrade to the Jakarta release, some changes are made to the time cards. For details, seeTime Card upgrade information on page 48.


You can activate the Time card management (com.snc.time_card) plugin if you have the admin role.

Time Card also gets activated as part of the Project Portfolio Suite with Financials(com.snc.financial_planning_pmo) plugin.

Two new dashboards have been introduced for time cards in Jakarta. To view these dashboards, thePerformance Analytics – Content Pack - Project Portfolio Suite Dashboards (com.snc.pps_dashboards)plugin must be activated. You require the Performance Analytics Premium license to use thesedashboards.


Time sheet policies The feature provides a framework to define Timesheet policies for recording time by employees of anorganization. Each department in an organizationcan specify its own set of time sheet policies andassign users to them. Time sheet policies alsoprovide an ability to specify appropriate approvalworkflow for project and non-project tasks.

By default, the Default time sheet policy isavailable with the system.



Worker portal Worker portal provides a single location for timecard users to:

• view all work (project and non-project work)assigned to them.

• record time for the work performed.

Project time category The feature allows PMOs (Project ManagementOrganizations) to define a broad set of categoriesunder which they would like their employees torecord time for a project, for example, Coding,Testing, Meeting, and Travel. Once defined, yourteam members can use these categories to recordtime for their project work.

Time card approver role A new role timecard_approver facilitates theapproval process. By default, project_managerand resource_manager inherit this role. However,timecard_approver role can be used independentlywithout the project_manager or resource_managerroles too.

Prior to Jakarta, there was no time card approvalrole and an approver user had to be given timecard admin role to approve time cards. The timecard policy associated to a user determines who(project manager or resource manager) approvestime cards for that user.

Dashboards Two dashboards - Project Manager Dashboardand User Manager Dashboard provide the projectand user managers with quick reports of time cardexceptions, and category wise distribution of timereported.


• Time cards for project tasks: The field Generate time cards for top task only on Project form isdeprecated. The level at which the time cards for a project can be created is determined by the fieldAllow time card reporting on.

• Roll up of Actual Effort: The time card property Update the task’s ‘Actual effort’ based on thehours entered in the time card is replaced by the field Update actual effort from time card inPreferences tab on the project form.

• The property Default hourly rate used when processing time cards if we can't get a rate fromlabor rate cards (in system currency) (com.snc.time_card.default_rate) is no longer accessible fromtime card properties. The property can be set from System Properties.


• Time card properties: The following time card properties have deprecated:

• com.snc.time_card.start_day• com.snc.time_card.time_worked• com.snc.time_card.autocreate



• com.snc.time_card.update.resource• com.snc.time_sheet.max_hours_per_day• com.snc.time_sheet.max_hours_per_week• com.snc.time_card.update.effort

These properties have been replaced by Time sheet policy framework.

Time Card upgrade information

Time Card upgrade information for Jakarta.

As part of upgrade, fix scripts copy the values from deprecated fields/properties to the new fields. Thisprevents any impact to the users upgrading to Jakarta.

Copy time card properties to default time sheet policy

Some of the settings in time sheet policies existed in form of time card system properties in releases priorto Jakarta. A fix script copies the values from time card properties to the default time sheet policy.

The following table details the mapping between time card properties and time sheet policy:

Default Time sheet policy field Copied from property

week_starts_on com.snc.time_card.start_day

auto_fill_from_time_worked com.snc.time_card.time_worked

auto_create_on_task_update com.snc.time_card.autocreate

update_resource_plan com.snc.time_card.update.resource

max_hours_per_day com.snc.time_sheet.max_hours_per_day

max_hours_per_week com.snc.time_sheet.max_hours_per_week

Generate time cards for project tasks

The value of Allow time card reporting on field on the project form is set based on the value of Generatetime cards for top task only field, if configured in Istanbul. If the Generate time cards for top task onlyfield in Istanbul was set to True, then the value of Allow time card reporting on field is set as Project onlyin Jakarta. If the Generate time cards for top task only field was set to False, the value of Allow timecard reporting on field is set as Project and project tasks.

Roll up of Actual Effort

The value of the field Update actual effort from time card on the project form is copied from the time cardproperty Update the task’s ‘Actual effort’ based on the hours entered in the time card.

Release Management release notes

ServiceNow® Release Management application enhancements and updates in the Jakarta release.




If you have the admin role, you can activate the plugin (com.snc.release_management_v2).


Enhancements

Note: The following changes are applicable only to a new customer, and not to an upgradecustomer.

• Label: The label for the DSL (Definitive Software Library) table is changed to DML (Definitive MediaLibrary).

Note: The underlying table name of the DSL table remains dsl, that is DML [dsl].

• References: DML references to the rm_release table using the fields: Pending release and Generatedby release

• Numbering sequence: A number generated for the dsl table is appended with DML instead of DSL.

IT Operations Management release notes

IT Operations Management has new and updated features in the Jakarta release.

Cloud Management release notes

The ServiceNow® Cloud Management application is redesigned for the Jakarta release. It replaces thelegacy Cloud Management application available in previous releases.

Cloud Management features

Integrate with your cloud environments Link your Amazon Web Services, Microsoft Azure,VMware vSphere, or private cloud vendor accountsto the instance through service accounts. Youcan also create cloud accounts, which are setsof service accounts that are each associated with



one or more regions, also known as a logicaldatacenters (LDCs).

Create cloud catalog items Use blueprints to create cloud catalog items andbundles of items that can be provisioned to yourusers.

Maintain governance over your cloud resources Set limitations on the resources in catalog items toprevent wasteful resource usage.

Manage cloud billing Create billing download schedules to obtain data forAWS and Azure providers to monitor the ongoingcosts for maintaining cloud resources.

Order cloud resources Use the Cloud User Portal to order stacks ofresources and monitor the usage of thoseresources with built-in, easy-to-read reports.

See Cloud Management setup guide and Cloud Management administrator guide for more information.

Note: Unlike the legacy version of Cloud Management, the Jakarta version requires a MID Serverbetween your instance and your cloud accounts.


The Cloud Management (com.snc.cloud.mgmt) plugin requires a separate subscription. You must requestactivation from ServiceNow personnel.

Credentials release notes

ServiceNow® Credentials feature enhancements and updates in the Jakarta release.


Credentials are available by default in the base instance.


Chef server credentials Chef server credentials access chef integrationswith the instance.

Cloud Management (CMP) SSH key paircredentials

Cloud Management (CMP) SSH key pairs storethe keys that the Cloud Management applicationautomatically generates when users provision stackresources.

Cloud Management (CMP) node credentials Cloud Management (CMP) node credentialsassociate credentials for a virtual server that Cloud



Management provisions. The Cloud Managementapplication automatically creates these credentials.

Infoblox credentials Infoblox credentials support IP pools (IPAM) in theCloud Management application.

Azure Enterprise Agreement Credentials Azure Enterprise Agreement credentials arenecessary for the billing functionality that the CloudManagement application provides.

Discovery release notes

ServiceNow® Discovery application enhancements and updates in the Jakarta release.


For details on the following upgrade tasks, see Upgrading Discovery to the Jakarta release:

Patterns Several new patterns are available in this release.Certain patterns are inactive by default forupgrades, while others replace probes automaticallyupon upgrade. Decide which patterns you wantto use and make sure that you configure theappropriate credentials for each.

vCenter events The table schema for vCenter discovery changesupon upgrade. Additionally, several new vCenterevents are supported by default but are notautomatically added to your vCenter event collector.View the new table schema and configure anyexisting vCenter event collectors.


Discovery is available as a separate subscription from the rest of the ServiceNow platform and requiresthe Discovery plugin. To purchase a subscription, contact your ServiceNow account manager or salesrepresentative.


New vCenter event collector events The vCenter event collector can handle several newevents to update virtual machine CIs accordingly.

vCenter probe parameters Two vCenter probe parameters,disable_vm_nics_vnics and disable_vm_nic_vdisksare available for administrators who want to controlthe discovery of network interfaces and storagedisks in virtual machines. These parameters are



configured on the VMware - vCenter VMs probeand come with pre-set defaults.

Newly discovered vCenter CIs Discovery now populates distributed virtualswitches, distributed virtual port groups, clustereddata stores (storage pods), and vDisks.

SNMP probe parameter for load balancers The result_format parameter for the SNMP - F5BIG-IP - System and SNMP - Netscaler - Systemprobes returns data in a more compact format forimproved performance.

Configuration file tracking Configure the system to collect information aboutchanges in configuration files belonging to aconfiguration item (CI). You can also set up adeletion strategy to determine what to do withconfiguration file CIs.

Serverless Discovery Discovery can find applications on host machineswithout the need to discover the host first.Serverless discovery relies on infrastructurepatterns and skips the scanning and classificationphases of discovery.


• New patterns for the Jakarta release: The functionality in several probes and sensors are now availablein patterns.

• Load balancers: Discovery uses patterns to find several load balancer by default (for new Jakartainstalls).

• Software Asset Management: When the Software Asset Management plugin is active, theApplications [cmdb_ci_appl] table references the installed software record in the Software Installations[cmdb_sam_sw_install] table.

• Storage volumes: The name, size and object ID of vdisks for storage volumes are populated in theStorage Volume [cmdb_ci_storage_volume] table.

• VMware vCenter data model: The VMware vCenter data model includes new tables and relationships.• AWS and Azure clouds: The way that Discovery finds resources in AWS and Azure clouds relies on

the configuration of service accounts and MID Server in the cloud. You can track the results of clouddiscovery with new logs: the Cloud API Trail and the Cloud Orchestration Trail.

Note: You can continue using legacy discovery schedules for Azure and AWS. You shoulddisable these legacy Discovery schedules if you want to use the new discovery schedulesavailable on the service account records.

Upgrading Discovery to the Jakarta release

Several changes are made to the Discovery application when you upgrade to the Jakarta release.

Probe-to-pattern conversions

Several probes and their associated sensors are available as patterns. Discovery uses these patternsdo find the same types of software or hardware on your network, and continues to populate the CMDBaccordingly. These patterns are active by default on new instances. On upgrades to the Jakarta release,



Discovery uses the probes and sensors and the patterns are inactive. See New patterns for the Jakartarelease for more information.

vCenter table schema and events

The parent-child hierarchy of vCenter tables in the CMDB is changed upon upgrade to the Jakarta release.See vCenter data collected for the table schema. The following table summarizes the changes:

Table 4:

Table Old parent New parent

cmdb_ci_vcenter_datacenter cmdb_ci_logical_datacenter

cmdb_ci_vcenter_datastore cmdb_ci_datastore

cmdb_ci_vcenter_cluster cmdb_ci_host_cluster

cmdb_ci_vcenter_network cmdb_ci_network

cmdb_ci_vcenter_network cmdb_ci_network

cmdb_ci_vm_template

cmdb_ci_vcenter_object

cmdb_ci_os_template

Several new events are available for the vCenter event collector. The new events are automatically addedto any new Event Collector that you define after the upgrade, but they are not added to existing EventCollectors. See vCenter event collector for more information.

Cloud discovery

When you upgrade to Jakarta, new Cloud Management menu and modules appear in the applicationnavigator. Use these menus and modules to manage service accounts, on which you can run discovery.You can continue using previous AWS and Azure discovery schedules. Disable legacy schedules whenyou want to use the new discovery schedules available on the service account records. When the numberof datacenters belonging to a cloud provider account changed, set up a service account, discover thedatacenters, and create a schedule to discover the resources. See Cloud discovery for more information.

Event Management and Operational Intelligence release notes

ServiceNow® Event Management application and ServiceNow Operational Intelligence applicationenhancements and updates in the Jakarta release.

Event Management helps you identify health issues across the datacenter on a single managementconsole. It provides alert aggregation and root cause analysis (RCA) for discovered/manual businessservices and for automated alert groups. Operational Intelligence assists operators with troubleshootingby providing operational metrics data in the context of alerts. Operational Intelligence provides adaptivethresholding capability which reduces noise generated by static thresholds-based alerts. The anomalydetection technology provides early warnings of potential outages letting operators proactively preventthem.




The Event Management plugin (com.glideapp.itom.snac) requires a separate subscription and must beactivated by ServiceNow personnel. This plugin includes demo data and activates related plugins if theyare not already active. The Service Analytics plugin (com.snc.sa.analytics) is activated automaticallywhen Event Management is activated.The Operational Intelligence plugin (com.snc.sa.metric) requires aseparate subscription and must be activated by ServiceNow personnel.


Operational Intelligence Operational Intelligence, which contains OperationalMetrics and learns from historical metric data, buildsstandard statistical models to detect statisticaloutliers and anomalies and raise anomaly alerts.Operational Intelligence helps operators preventoutages by detecting early warnings of outagesusing anomaly detection. Using OperationalIntelligence, operators also no longer need toperform routine and error prone tasks of creatingevent rules and setting thresholds.

Event rule designer Create event rules to generate alerts for trackingand remediation. Many event rules are providedwith the base instance, for example, for AmazonWeb Services (AWS) and Microsoft Azure.

The OEM 12c Trap event rule is provided with thebase instance to enable the processing of OracleEnterprise Manager Cloud Control SNMP v1 Traps.

Using the event rule designer, you can:

• Transform information in events to populatespecified alert field values and compose alertfields from various values.

• Configure threshold rules that create or closealerts only when the incoming matching eventsexceed the specified threshold.

• Bind alerts to CIs using CI identifiers.

Configure event collection from NagiosXI Configure a connector instance to collect eventsusing the NagiosXI connector definition provided inthe base instance.

Oracle Enterprise Manager Cloud Control Event Management can process Oracle EnterpriseManager Cloud Control SNMP traps as events.

Configure event collection from OMi Configure a connector instance to collect eventsusing the HP Operations Manager i (OMi) connectordefinition provided in the base instance.

Collect event messages from cloud endpoints Configure custom push connectors to connectto external event sources. Use custom script orpredefined script to transform the collected eventmessages to the required event format. You can



select to send events either through the MID Serveror the instance, in each case using the URL of therequired format.

Quick response Respond to an alert by applying remediation orlaunching an application.

Configure MID Server as event listener endpoint Configure the MID WebService Event CollectorContext extension to enable the URL method topush event messages from an external source tothe MID Server. You can collect custom payloadsin JSON, XML, or plain text format. See Eventcollection from custom payloads. Transformcollected event messages to the required eventformat using the generic scripts provided in thebase instance. Push event messages to the MIDServer using the Transform Generic Events MIDscript and push event messages to the instanceusing the Transform Generic Events Instance script.In addition, you can use these MID WebServiceEvent Collector extensions provided in the baseinstance:

• AWS events transform script• Azure events transform script• Event collection from BMC TrueSight

Predictive alerts Alert correlation is now used to predict a sequenceof future alerts for automated alert groups. You canuse this information to take preventive measures.

Alerts If you customized the alert [em_alert] form layoutand thereafter the Event Management applicationwas upgraded, the new layout, including thefeedback field, is not available and feedback cannotbe provided. To add the Feedback field to yourcustomized layout, use the Reference default viewto see what the standard form looks like. Thereafter,the customized alert form can be modified to workin the same way.

You can add an open alert to a group:

• In either Alert Console or All Alerts, double-click the Parent column in the row of the alert.You can either specify which alert to use as theparent, or use the search facility.

• In the form for an open alert, click the Parentfield. You can either specify which alert to use asthe parent, or use the search feature.



• In the form for a parent alert, click the Alerts taband then click Add To Group. You can thenselect the required alerts to add to the group.

Monitored services You can view all services that are supported byEvent Management in a single list, such as, alertgroups, discovered services, manual services, andtechnical services. According to the type of service,you can view service definition details or drill downinto the service.

Promotion of anomaly alert Users can create alert promotion rules, to createa regular Event Management alert that is basedon an anomaly alert. The new Event Managementalert then appears in the Alert Console, and isprocessed in the same manner that all other EventManagement alerts are.

Advanced script includes installed with EventManagement

Advanced script includes are provided with thebase instance. They can be customised to performvarious functions, such as, assign additional fieldsfrom the alert to the task that is opened by default toan incident.

Changed in this release - Event Management

Base system content - connectors and listeners The base system connectors plus their versions,that are provided with the Event Managementapplication, are listed. A listing of the providedlisteners is also presented.

SCOM connector definitions The MID Server that is configured with the SystemCenter Operations Manager (SCOM) connector isrequired to run Windows.

In the SCOM connector definition form, thecollection of Operational Metrics is performed usingJDBC in place of PowerShell.

When configuring a SCOM connector instance, youcan separately configure a SCOM event server anda metric server.

Navigation changes Connectors and listeners are found under thesemenu options:

• Event Connectors (Pull)

• Connector Definitions• Connector Instances

• Event Listener (Push)

• Listener Transform Scripts• MID WebService Event Listener



• MID SNMP Traps Listener

Correlated alert groups

Automated alert groups RCA can be applied to automated alert groups toidentify root cause alert. This helps direct resourcesto the root cause of a problem. Root cause alertsare displayed in the Alert Console. Use the EnableAlert Correlation RCA property to enable thisfeature.

CMDB alert groups In addition to using hosting and containmentrelationships to form CMDB alert groups, thereis now also support for user defined suggestedrelationships. This improves alert coverage for theCMDB alert groups.

Manual alert groups The Service Analytics Alert Aggregation Learnerlearns the patterns of the alerts in manual alertgroups. This knowledge is then used with incomingalert streams. Service Analytics automatically formsautomatic alert groups according to the patterns inthe manual alert groups.

Feedback to alert groups To provide feedback about the usefulness of analert group, you must use the feedback field on thealert form.

Changed in this release - Operational Intelligence

Operational Metrics data integration to theService Map

• The metric list has been included as a tab in theright-hand column of the service map.

• There is a tab in the top navigation bar to switchbetween the map and metric chart viewer.

• Items can be selected on the map to filter theright-hand list.

• The time range for the graphs is tied to thetimeline at the top of the service map.

Metric Explorer • Save, load, and share a user-created customview which contains open charts and pinnedconfiguration items.

• Use any of the following three access points toaccess CIs:

• Hottest Configuration Items: Pre-loaded list ofthe 10 most anomalous CIs.

• Pinned Configuration Items: A custom list ofCIs to which you can add or remove items,and select a CI from to display metrics for.



• Business Services: A custom list of businessservices to which you can add or removeitems, and select a business service from tolist its CIs.

• New settings for:

• Refresh interval.• Map indicators from Service Mapping and

Dependency Views, that can be enabled todisplay related records such as incidents andproblems.

• Enhanced styling to improve clarity of data andusability.

• General performance enhancements.

Anomaly map • Anomaly maps provide three access points toCIs:

Access point Description

Hottest ConfigurationItems

Pre-loaded list of the10 most anomalousCIs.

Pinned ConfigurationItems

A custom list of CIsto which you can addor remove items, andselect a CI from todisplay metrics for.

Business Services A custom list ofbusiness services towhich you can addor remove items, andselect a businessservice from to list itsCIs.

• New settings for refresh interval.• Navigation between the Anomaly Map and the

Metric Explorer by clicking a tile in the AnomalyMap to drill down for more details in the MetricExplorer.

• General performance enhancements to UI anddata loading.

Anomaly detection • Anomaly alerts provide a richer set of details,such as information about why the anomaly alertwas created, upper and lower bounds, metricvalue, and promotion parameter.

• Anomaly detection algorithms have beenimproved. Improved handling of missing data,time interval detection, and reduced the numberof false positives. Also, ability to configure



anomaly related configuration settings at the CI/Metric level.

Operational Metrics Setup • Create configuration settings rule centrallyoverride default settings for Operational MetricsMID Servers. Some configuration settings canbe configured per CI/metric, to set anomalyscores for example, and other data processingbehavior on the MID Servers.

• Setting up the MID Server for OperationalMetrics - PowerShell is no longer required, asJDBC is used.

• Guided Setup provides a step by step guidanceto setting up Operational Metrics.

Event Management upgrade tasks

During an upgrade from Fuji to any later release, a script converts and moves Event Management rulesand events for the release. Even though this script runs automatically, there are additional upgrade tasksthat you may need to complete after the upgrade.

Consider the following additional upgrade tasks:

• If you import additional rules from the Fuji format after the upgrade, manually run the Import eventrules and events script to the import event transform rules. The script automatically runs only onceduring an upgrade to any later release; it will not run automatically after you import additional eventtransform rules. For details, see Import rules and events on page 60.

• For any business service that was used in the Fuji release, configure and import it to a manual service.• During the platform upgrade, the Event Management connectors are working and continue to retrieve

events. The events are being processed, transformed to an alert using event rules and if there is asuitable alert action rule, a task is created. However, the impact calculation is not supported during theplatform upgrade.

Note: During the Event Management plugin upgrade, ALL Event Management jobs do NOTwork.

As of Istanbul, during the platform upgrade, the following Event Management jobs remain running astheir Upgrade safe flag is marked as true:

• Connector execution job• Event Management - close flapping alerts• Event Management - close threshold alerts• Event Management - create/resolved incidents by alerts• Event Management - Maintenance Calculator• Event Management - process events

During the platform upgrade, all other Event Management jobs wait for the platform upgrade to finish.• After the automatic upgrade, Review imported rules for Event Management on page 60 and update

event rules as necessary:

• Notice that the Source field replaces the event_class field from the previous release. If the eventSource field is missing or the event originates from an incorrect source, use the event filters on theevent rule to get the event originator.

• In an event record, verify that the Source instance field shows the name of the event source. Forexample, SNMP Trap Collector.



• Pay attention to rules with the same filter, especially for event rules that use transforms andthresholds. Make the filter uses unique values or set the Order field to designate the rule that shouldrun first.

• If you are sending REST events or using a custom connector, verify that the connector Source fieldidentifies the event monitoring software that generated the event. If necessary, add a ConnectorParameter for the Source and Event Class fields.

• After the automatic upgrade, confirm that events and alerts process properly. Update event rules asnecessary:

• If an event rule filter uses the Source or Event Class fields, the event rule filter may requirechanges.

• Notice that event sources that omit the Message Key cause the alert to incorrectly identify as adifferent alert. If the message key is based on the Source, the Message Key value can change.Verify that the Source value contains the event monitoring software that generated the event.

Note: Event Management jobs that started running before the upgrade commenced continue torun during the platform upgrade.

Import rules and eventsThe Import event rules and events script moves Event Management threshold and filter rulesto a new table and upgrades events for the Istanbul release. If you want to import events and rules fromServiceWatch, contact ServiceWatch Customer Support.

Role required: evt_mgmt_admin

The import script automatically runs during an upgrade to the Istanbul release. Threshold and transformrules are converted to the new event rule format. The script converts the event_class field to thesource field, and associates events to corresponding rules. Rule records from the Threshold Rule[em_threshold_rule] table are migrated to the Event Rule [em_match_rule] table.

There is no need to run the import script manually, unless you manually imported more rules into theHelsinki format after the upgrade is complete.

1. Navigate to System Definition > Fix Scripts.

2. Click Import event rules and events.

3. Click Run Fix Script and then click OK.

4. Click Proceed.

5. Review the results in the Event Rule table.

6. If any rule or event could not be converted, add event rules and resend the events.

7. Click Close.

Confirm that the import successfully completed.Review imported rules for Event ManagementAfter the automatic or manual import of rules and events that were on your instance with the Helsinkirelease, confirm that the event rules will process properly and that events are not missing.


Review each event rule and confirm that the value processes events properly. You can delete extraneousrules as necessary.

1. Confirm that all the Threshold Rule [em_threshold_rule] table records were moved to the Event Rule[em_match_rule] table.

If there are any rules in the Threshold Rule table, recreate them in the Event Rule table.



2. Navigate to Event Management > Rules > Event Rules and confirm that each rule has theappropriate threshold and filter values.

Update the event rules as necessary. For example:

Table 5: Verify these rules from the Helsinki release

Rules to correct How to correct

A transform and a threshold rule applied tothe same kind of event.

Only one rule can apply to an event. Theimport script generates a transform and athreshold rule for the same kind of event.

1. Click the event rule that contains theEvent Match fields for the transform.

2. Select the Threshold rule check boxand add the threshold metrics.

3. Delete the extra threshold rulegenerated by the import script.

An ignore rule ran prior to a transform rulefor the same kind of event.

The ignore information applies after thetransform Event Match fields.

1. Click the event rule that contains theEvent Match fields for the transform.

2. Click the Ignore check box.

3. Navigate to Event Management > All events and confirm that no events from the previous releaseare missing.

4. If events are missing, resend or manually create them.

Import a business service as a manual serviceImport business services that were created using older releases in the Configuration Management module(Configuration > Business Services), as manual services for the Istanbul release. They then display inthe Event Management Dashboard and are included in impact calculations.


The import operation moves records in the Business Service [cmdb_ci_service] table to the ManualService [cmdb_ci_service_manual] table. In addition, four levels of CIs that are connected to the BusinessService CI in CMDB are copied to the Manual Service. You can also click Populate and select the numberof related item layers to import. After the import:

• Service and CI information for the manual service appears on the Manual Service map, ManualServices list, and Event Management dashboard.

• Alerts on CIs that belong to a manual service appear on the Manual Service map and in the sameplaces as other alerts.

1. Navigate to Event Management > Settings > Manual Services.

2. Click Import.

3. Click the business service name, and then click Convert to Manual.

4. Navigate to Event Management > Settings > Manual Services, and confirm that the service recordswere successfully imported.



Note: If the Service Configuration Item Associations list is not populated, click Populateand select the number of related item layers to import.

MID Server release notes

ServiceNow® MID Server application enhancements and updates in the Jakarta release.


• To understand how the IP range auto-assignment feature affects IP ranges defined in version prior toJakarta, see View automation status sets and IP range assignments.

• Customers who use network service providers must request specific SNMP access to use MID ServerIP range auto-assignment. See Required SNMP OIDs for MID Server IP range auto-assignment fordetails.

• In Jakarta, the MID Server can run SSH commands using either the J2SSH client or the proprietaryServiceNow® SNCSSH client. When you upgrade from Dublin or earlier, the MID Server propertythat controls the SSH client selection is not active in your upgraded instance, and the MIDServer will use the J2SSH client by default. To enable the SNCSSH client, you must add themid.property.ssh.use_snc MID Server property and set it to true. Instances upgraded from Eureka orlater have the SNCSSH client enabled by default, and no configuration is required. For details, see MIDServer properties.

Installation and configuration information

A guided setup procedure is available to easily install and configure individual MID Servers. For manualprocedures see MID Server installation and MID Server configuration.


Role and settings validation The system uses real-time validation of MID Serverrole assignments to prevent incompatible settings.New business rules block unsupported MID Serverrole configurations and issue appropriate warnings.

Pre-upgrade testing When a MID Server detects that it needs toupgrade, it automatically performs a series ofshort tests that evaluate available disk space,access to the download site, and permissionsrequired to execute certain file operations on theMID Server host. If all these tests pass, the MIDServer upgrade proceeds automatically. If any testfails, the upgrade cannot proceed, and the instancepublishes error messages to the MID Server Issue[ecc_agent_issue] table.

MID Server IP range auto-assignment An instance can automatically assign MID Serversto IP ranges that represent subnets in your network.The MID Servers must be running and valid andmust have access to the subnets to which they are



assigned. When you select a MID Server for auto-assignment, the instance runs Discovery to identifythe subnets in your environment and automaticallyassigns one or more appropriate MID Servers toeach subnet.

Guided setup enhancements These optional MID Server guided setup tasks wereadded in the Jakarta release:

• Add SNMP credentials: A setup task allowsyou to create SNMP and SNMPv3 credentials.

• Auto-assign MID Server IP ranges: A setuptasks allows you to select available MID Serversfor auto-assignment to discovered subnets.

To get started, navigate to ITOM Guided Setup >MID Server.

Managing active issues The MID Server Issue [ecc_agent_issue] tabledisplays active MID Server issues and publisheserror messages that pinpoint the most likely causeof the issue. These issues are managed in theJakarta release:

• Post-cloning credential issues: Automaticprocesses detect and notify you of possible MIDServer user credential issues after instancecloning.

• Resource threshold alerts: The MID Serverreports its CPU and JVM memory usage backto the instance at a prescribed interval, andthe instance evaluates that usage againstconfigurable thresholds. If either threshold isbreached, the instance can log an issue. A newregistered event allows users to create emailnotifications or custom scripts when CPU andmemory thresholds are breached. Resourcethreshold alerting is disabled by default, buteach type can be enabled by setting systemproperties.

• Pre-upgrade testing issues: When a MID Serverdetects that it needs to upgrade, it automaticallyperforms a series of short tests to determine ifit is capable of upgrading. If any test fails, theinstance publishes error messages in the MIDServer Issue [ecc_agent_issue] table, allowingan administrator to resolve issues prior to theactual upgrade.

• User connectivity issues: Error messagespublished to the MID Server Issue[ecc_agent_issue] table can provide insightinto authentication and authorization failuresinvolving MID Server users and help identifynetwork connectivity problems that prevent



a MID Server from establishing a TCP/IPconnection.

Disabling the Asynchronous Message Bus (AMB)Client

A MID Server connection parameter allows youto disable the AMB client when it is not suitablefor your environment. When the AMB client isdisabled, the MID Server queries the ECC queuefor work using the polling interval configured in themid.poll.time parameter.


• MID Server business rules: The following business rules were renamed for MID Server resourcethreshold alerting and now evaluate CPU and memory usage for threshold breaches at specifiedintervals:

• Update mean on MID Server Status: In previous versions, this business rule ran on the ECCAgent Scalar Metric [ecc_agent_scalar_metric] table when CPU data was inserted and calculatedthe average value of the trailing 24 hours of CPU usage. In the Jakarta release, this business ruleis renamed to Update cpu mean on MID Server Status and has additional functionality. When arecord is inserted in the ECC Agent Scalar Metric [ecc_agent_scalar_metric] table, this businessrule triggers a script include that evaluates threshold settings to determine if the MID Server hasbreached its configured CPU resource thresholds.

• Update MID Server Status table: In previous versions, this business rule ran on the ECC AgentMemory Metrics [ecc_agent_memory_metric] table when CPU data was inserted and calculatedthe average value of the trailing 24 hours of memory usage. In the Jakarta release, this businessrule is renamed to Update max memory on MID Server Status and has additional functionality.When a record is inserted in the ECC Agent Memory Metrics [ecc_agent_memory_metric] table,this business rule triggers a script include that evaluates threshold settings to determine if the MIDServer has breached its configured memory resource thresholds.

MID Server upgrade

MID Servers are automatically upgraded, but you can also manually upgrade each MID Server separately.

Upgrade methods

• Automatic: Allow the instance to automatically upgrade the MID Server. This functionality is availableby default. Automatic upgrade occurs:

• Every hour, when the MID Server checks with the instance to see if there is a different versionavailable for upgrade. You cannot modify this time period.

• When the instance is upgraded and the MID Server for that version is different than the versioncurrently on the MID Server.

• When the MID Server pre-upgrade test passes without an error. Any errors encountered during thisautomatic test prevent the upgrade from occurring until the issues are resolved. The pre-upgradetest is enabled by default, but can be disabled by adding and setting a system property.

• Manual: Manually start the upgrade by clicking a related link on the MID Server record. Use thismethod when you do not want to wait until the next hourly automatic update or if your upgrade failedand you want to force an upgrade. See Upgrade the MID Server manually for instructions.



Upgrade version

You can configure a property that specifies a different upgrade version if you do not want to use thedefault MID Server version that is determined by the instance. See Set the MID Server version for moreinformation.

The Upgrade state

The instance initiates the upgrade by sending the autoUpgrade system command to the MID Server.Starting with MID Servers upgrading from an Istanbul version MID Server, the MID Server Status ischanged to Upgrading while the upgrade is running. The Upgrading state is similar to the Pausedstate. This is done to avoid potential miscommunication between the new version of the instance and theprevious version of the MID Server during upgrade. For the upgrade to run, MID servers must be in the Upstate and must be validated.

While in the Upgrading state, you cannot resume or restart the MID Server. However, you can perform thesame actions that you can when the MID Server is in the Paused state. After a successful upgrade, thequeued output is sent to the instance and the MID Server starts retrieving new commands to process. Thestatus also changes to Up.

When the instance sends the autoUpgrade system command to the MID Server, if it is Down or Paused,or if it has not been validated, the command remains in the ECC Queue until the MID Server statuschanges to Up. Then the command is processed.

Note: If you are using an Istanbul instance but you are upgrading a pre-Istanbul MID Server toIstanbul, these upgrade states are not available. They are available only for MID Servers that arealready on Istanbul.

Failed upgrades

Failed upgrades are handled differently based on the version you are upgrading to:

• Upgrade to another major release: (such as Istanbul to the next full release): the status changes toUpgrade Failed.

• Upgrade from a minor version within a release (such as Helsinki patch 1 to patch 2): the MID Servercontinues using the version it is currently running. It does not perform the upgrade and the statuseventually changes to Up, assuming the MID Server was already functioning properly.

Upgrading MID Servers in the Down state

If a MID Server is in the Down state, it cannot process the upgrade command. When the MID Serverchanges to Up, it immediately checks to see if an upgrade is necessary. If it does need to upgrade, theupgrade process starts before the MID Server processes any other commands.

Upgrade error messages

The MID Server can display the following upgrade error messages.



Table 6: Upgrade error messages

Message Description

Unable to refresh packages The MID Server displays this message as ageneric error when the error is not handled by adefined error message.

Failed to query instance for MID Serverbuildstamp

Instance is unavailable or there is a majorversion mismatch between the MID Server andthe instance.

Not a valid package buildstamp InstanceInfo returned an assigned buildstampthat was not in the correct format, such as aversion mismatch.

MID Server pre-upgrade checkThe instance automatically tests the MID Server's ability to upgrade on your system prior to the actualupgrade, to identify issues that could cause a MID Server outage or require reinstallation.

Each MID Server contains an AutoUpgrade monitor that compares the MID Server version with that of theinstance to determine if the MID Server needs to upgrade. If the AutoUpgrade monitor discovers that theMID Server version is out of date, the monitor runs pre-upgrade validation tests for that MID Server. If anissue is detected, a message is logged to the MID Server Issue [ecc_agent_issue] table, and the upgradeis blocked. The AutoUpgrade monitor continues to run every hour, until the tests all pass. If there are noblocking issues, the MID Server downloads the appropriate upgrade package and begins the upgradeprocess.

Failed tests leave the MID Server in one of these states:

• Upgrade Failed: For upgrades to a different release family, such as from Geneva to Jakarta.• Up: For upgrades within the same release family, such as an upgrade to a patch.

Errors, such as insufficient disk space for the installer and lack of connectivity to install.service-now.com,are written to both the MID Server agent log and to the MID Server Issue [ecc_agent_issue] table. Theseerrors are published before the actual MID Server upgrade occurs and must be resolved before theupgrade can continue. You can view issues from the MID Server Issue [ecc_agent_issue] table in any ofthese locations;

• MID Server Issues related list in a MID Server record.• MID Server > Server Issues navigation module.• MID Server Issues gauge on the MID Server dashboard.

Pre-upgrade tests

The pre-upgrade validation tests check these requirements:

• At least 1GB of free disk space.• Access to the download site at install.service-now.com.• Permission to execute these file operations:

• Extract a ZIP archive to a temp folder.• Copy files from the temp folder to the agent folder.• Read a text file.• Delete the pre-upgrade contents.



• For Windows, ensure that the Log On As user for the Windows service is either LocalSystem or auser that is part of the local Administrator group. By default, domain administrators are added to thelocal Administrator group when joining a computer to a domain. If the PowerShell script that performsthis test does not return the expected output, the system logs a warning to the MID Server Issue[ecc_agent_issue] table, but the test passes.

Data provided

When the instance encounters issues during the pre-upgrade check, it populates these fields in the MIDServer Issue [ecc_agent_issue] table:

Table 7: MID Server issue fields

Field Description

Last detected Date and time the issue was last detected.

Short description Contents of the generated message thatspecifies a possible issue with availabledisk space, download server access, or filepermissions.

MID Server Name of the MID Server affected by a pre-upgrade test failure.

Issue source The process that identified the issue. For allissues with MID Server pre-upgrade testing, thesource is UpgradeCheck.

State The current state of the issue. Possible statesare:

• New: Starting state when the instancecreates the issue.

• Acknowledged: State set by theadministrator when he or she first examinesthe issue.

• Resolved: Ending state, set by the instance,indicating that the issue has been resolved.If the scheduled job does not encounterthe issue when it runs again, the instanceautomatically sets the state to this value.

Domain Domain for the MID Server. For all issuesderived from MID Server pre-upgrade testing,the domain value is inherited from the domain ofthe MID Server user.

Count Number of times an issue has been detected.Each time the pre-upgrade tests run andencounter the same issue, the AutoUpgrademonitor increments this field.



Errors that block the upgrade

These messages describe issues detected by the pre-upgrade test and published to the MID Server Issue[ecc_agent_issue] table. Failure of any of these tests blocks the upgrade.

• Not enough free disk space. The system reports <n> bytes free: This message is displayed whenless than 1GB of free disk space is detected on the MID Server host. This error is also written to theMID Server agent log.

• Unable to download updates from install server: This message indicates that either the MID Serverhost does not have permission to download the installation package from install.service-now.com or network problems prevent connection. This error is also written to the MID Server agentlog.

• Unable to extract contents of pre upgrade check zip: This message indicates that the serviceaccount on the MID Server host does not have permission to extract the pre-upgrade ZIP archive to thetemporary folder specified by the system property, java.io.tmpdir. On a UNIX host, the value for thisproperty is typically /tmp or /var/tmp. On Microsoft Windows hosts, the path is c:\\WINNT\\TEMP.

• Unable to create folder <upgrade check file path>: This message indicates that the MID Serverservice account does not have permission to create the upgradeCheck folder for the pre-upgradechecking files in the agent/package path.

• Unable to verify file permissions: <message>: This message indicates an exception has occurredwhen checking file permissions, such as a file that does not exist or access failure.

• MID Server Windows Service is not running as LocalSystem or a local Administrator: Thismessage warns that the Windows service is not running with the desired permissions.

Non-blocking warnings

These warnings are displayed in the MID Server Issue [ecc_agent_issue] table and do not prevent aWindows MID Server from upgrading:

• WARN: Unable to parse $logOnAsUser : This message warns that the Log On As User value for theWindows service is not in either of these expected formats:

• [email protected]• domain\user

• WARN: Unable to look up Log On As user's groups: When the instance attempts to look up thelogged on user's group memberships, it executes the net user <username> command. The instanceexpects a certain output structure by the Windows service from this command and issues this warning ifthe expected output does not match the actual output.

These PowerShell warnings are written to the MID Server agent log only. Because PowerShell is notrequired to use a MID Server, these configuration issues do not prevent a Windows MID Server fromupgrading. However, these warnings might indicate issues in your environment that require attention.

• Skipping PowerShell upgrade checks since PowerShell is not usable: PowerShell 2.0 (at aminimum) is not installed or powershell.exe is not available to the MID Server service user.

• Continuing with upgrade, but the following issue was encountered during upgradeCheck:<exception message>: This message indicates that there was an issue running the PowerShell portionof the pre-upgrade tests.



Disabling the pre-upgrade check

A MID Server configuration parameter called mid.upgrade.run_precheck is set to true by default,which allows the automatic pre-upgrade test to run. To disable these tests for a single MID Server,add this parameter to that MID Server's config.xml file and set it to false. To disable these testsfor all MID Servers, add a new record to the MID Server Property [ecc_agent_property] table calledmid.upgrade.run_precheck. Set the value of this property to false and leave the MID Server field blank.

Set the MID Server versionYou can specify which version the MID server should upgrade to using a property.


ServiceNow does not recommend pinning the MID Server to a specific version for a significant amountof time, especially if you upgrade the instance. Under most circumstances, you should let the instancedetermine which MID Server version to use.

These properties control the MID Server version:

• mid.buildstamp

The mid.buildstamp property identifies the MID Server version with an identifier based on the date ofthe build. This property uses a date and time format of yyyy-mm-dd-hhmm.

The MID Server checks for version information hourly. If no override version is configured, the MIDServer looks at the mid.buildstamp property for the version to use. This property resets itself to thedefault version (the version that matches your instance version) when the instance is restarted orupgraded, so any user changes are lost at that time.

• mid.version.override

Use this property to set an override condition for the current MID Server version. When the MID Serverchecks the version each hour, it looks at the mid.version.override property first. If this property is empty,the MID Server will get its version information from the mid.buildstamp property. If an override versionis configured, the MID Server uses this value and ignores the version information in the mid.buildstampproperty. This override value remains when the instance is restarted and is passed to the MID Server.However, the version in the mid.version.override property is deleted during an upgrade, allowing theMID Server to reset itself to the version in the mid.buildstamp property.

The MID Server cannot be upgraded until the parameter is cleared.

Note: Downgrades are only possible within the same major release, such as Helsinki or Istanbul.

1. In the Navigation pane filter, type sys_properties.list.

The list of system properties appears.

2. Click New.

3. Type mid.version.override in the Name field.

4. Enter a description, such as, Set an override value for the current MID Server version.

5. Enter a version for the MID Server to use that is different from the versionContent-Reference to:../../../common/variables.dita#general/CompanyNamehas selected in the mid.buildstamp property.

The date and time format is yyyy-mm-dd-hhmm.

6. Click Submit.

Upgrade the MID Server manuallyYou can manually upgrade MID Servers at any time if you do not want to wait for the automatic upgrade.



Role required: mid_server or admin

For the upgrade to run, MID servers must be in the Up state and must be validated.

The MID Server is upgraded to the version specified by build stamp on the instance, or by the upgradeproperty that you specify.

1. Navigate to Discovery > MID Servers or Orchestration > MID Server Configuration > MIDServers.

2. Open the record of the MID Server that you want to upgrade.

3. Click Upgrade MID under Related Links.

4. Confirm that you want to perform the upgrade.

Service Mapping release notes

ServiceNow® Service Mapping application enhancements and updates in the Jakarta release.

ServiceNow® Service Mapping discovers all business services in your organization and builds acomprehensive map of all devices, applications, and configuration profiles used in these business services.


Service Mapping is available as a separate subscription and requires activation by ServiceNow personnel.The following plugins are activated automatically when Service Mapping is activated: Event Managementand Service Mapping Core, IP-based Discovery, Pattern Designer, Cloud Management Core, and ServiceWatch Suite Commons. The Event Management and Service Mapping Core plugin is not the same as theEvent Management plugin.


Discovery of configuration items hosted in the cloud Discover Platform as a Service (PaaS) applicationsrunning on Microsoft Azure Web Sites or AmazonWeb Services (AWS). Pattern Designer containsthe new cloud rest call operation to extractinformation from configuration items of the PaaStype.

Ability to track changes in configuration files Configure the system to collect information aboutchanges in configuration files belonging to aconfiguration item (CI). Service Mapping uses thisinformation to notify users that CI configurationfiles changed and to view actual changes toconfiguration files directly in the business servicemaps.

Pattern creation wizard Use traffic-based information to create a patternstep. This step is used in a connectivity section



of the pattern as a reliable and consistent way todiscover this connection.

Business service level map indicators On a business service map, view indicators foralerts, outages, incidents, and problems opened forthe Discovered Service CI.

New UI and functionality for the PatternDesigner

The new Pattern Designer module enhancementsinclude:

• Pattern operations: Customize patternoperations to create your own operations toserve the needs of your discovery process.

• Customize pattern operations: Modify parsingstrategies that come as part of the base systemor add new ones.

• Define an HTTP Get Call query: Use the HttpGet Call operation to extract information fromconfiguration items (CIs).


• Dedicated WMI Collector service for MID Servers

If your deployment uses multiple MID Servers on the same server, make this deployment more robustby creating a dedicated WMI Collector service for each MID Server.

IT Service Management release notes

IT Service Management has new and updated features in the Jakarta release.

Benchmarks release notes

ServiceNow® Benchmarks is a new application in the Jakarta release.

The Benchmarks feature gives you instant visibility into your key performance indicators (KPIs) andtrends, as well as comparative insight relative to industry averages of your peers. You can contrast theperformance of your organization with recognized industry standards, and view a side-by-side comparisonof performance with global benchmarks.

Benchmarks features

ITSM and ITOM KPIs Collect ITSM and ITOM category benchmark datato compare against global values. There are 13ITSM KPIs and 3 ITOM (CMDB) KPIs.

For Benchmarks users not on the Jakarta release,you can see the basic Benchmarks version (6 KPIs)by logging in to HI Service Portal.

KPI definition customization Customize KPI conditions and source as per yourimplementation.



Benchmarks dashboard in Service Portal View KPI data and performance trends in theBenchmarks dashboard in Service Portal (mobilefriendly).

Downloadable KPI reports Download KPI list-view and historical trend chartsin a single PDF report from the Benchmarksdashboard.

Email notification Automatically receive an email notification whennew monthly Benchmarks data is available.

Integration with Performance Analytics Integration with Performance Analytics for daily datacollection and drill-down capabilities on KPI data.


Active by default. The Benchmarks plugin is new in Jakarta. However, you must opt in to the Benchmarksprogram to participate.

See Benchmarks for more information.

Change Management release notes

ServiceNow® Change Management product enhancements and updates in the Jakarta release.


Active by default.


ITIL proven practices alignment A new plugin that provides alignment with provenITIL practices is introduced in this release. TheChange Management Best Practice – Jakarta(com.snc.best_practice.change.jakarta) pluginis activated by default for your new customers.Customers who upgrade from a previous releasemust request the plugin by contacting CustomerSupport.

The plugin updates the Change form andfunctionality in the following ways.

• Added the Outages related list to the ChangeRequest form.

• Sends notifications to the requester when achange is approved and scheduled, when workhas begun, and when work has been completed.

• Sends notifications to the requester when achange request is put on hold or removed fromon hold.

• Displays a report showing the list of plannedoutages, so that decisions about schedulingchange requests can be made accordingly.



• Reorganized the Change form to better reflectthe needs of a change manager or requester.

• Added the Task SLA related list and rearrangedrelated lists.

• Updated the fields in the Change Request pop-up view to show the most relevant information.

• Added approval history to the change requestactivity log.

• Added the Requested by field to the ChangeRequest list view.

• Added Planned start date, Planned end date,and Type fields to the Change Task form.

• Rearranged the fields on the Change Task formto contain the fields that provide most value foryour users.

• Updated the mandatory and restricted ChangeRequest properties for standard Changetemplates.

• Added that the change task typeImplementation must fall within the plannedstart/end dates of the related change request.

• Made Work notes mandatory when a changerequest is canceled.

• Added new state values: Pending, Open,In Progress, Closed, and Canceled to theChange Task form.

• Provides a warning that the planned end dateis prior to planned start date now occurs on theChange Request and Change Task forms.

Standard change properties A two-step verification process has been introducedin requesting a standard change from servicecatalog. The process redirects the requester from astandard change template to a change request thatcan be viewed prior to submission. The two-stepprocess is enabled in standard change properties.

Standard change proposals can now includechange tasks. When approved, the resultingstandard change templates generate change tasks.

Standard change restricted fields are no longerallowed to be included in a standard changeproposal.

CAB workbench • In the CAB Definition and CAB Meeting form,the Order button is removed and the Add Sortbutton was added for agenda management. Thisbutton allows agenda sorting by one or morefields.

• The CAB Date field is now updated to the mostrecent CAB meeting date that the changerequest is associated with.

• The Allotted Time field has been added tothe Agenda item list and displays the allotted



time for that item. Allotted time allows the CABmanager to override the default amount of timeper agenda item.

• The meeting start time and meeting end timefields are now mandatory.

• The form widget has been enhanced to allowmore lines of content to be displayed in theplanning form section.

Changed in this Jakarta release

• Impacted CI's/Services: associates all configuration items listed in the Affected CIs related list on achange request with the Affected by Task related list on the configuration item record. Previously, onlythe CI identified in the Configuration Item field was related.

• CI's Affected by Task: associates the CIs or services listed in the Impacted Services/CIs related list ona change request with the Impacted by Task related list on the configuration item record.

• CI's Impacted by Task: associates CIs listed in the Impacted CI’s/Services related list on a changerequest or service with the CI in question on the Impacted by Task related list.


• In the CAB Definition and CAB Meeting forms, the Order button under the Change Request AdditionConditions is removed. The Add Sort button replaces the Order button in the CAB meeting agenda.

Incident Management release notes

ServiceNow® Incident Management product enhancements and updates in the Jakarta release.


Incident Management is active by default.


ITIL proven practices alignment A new plugin that provides alignment with provenITIL practices is introduced in this release. TheIncident Management Best Practice – Jakarta(com.snc.best_practice.incident.jakarta) plugin isactivated by default for new customers. Customerswho upgrade from a previous release must requestthe plugin by contacting Customer Support.

The plugin updates the Incident form andfunctionality in the following ways.

• Makes the Work notes field mandatory whenthere is a change in the incident priority, so thatincident managers can more easily track whatcaused a change in priority.



• Added the Request related list, so that you canmore easily track a request opened from anincident.

• Clears the Assigned to field when theassignment group is changed.

• Added the Parent Incident field to the relatedforms section, so that your users can see whichincidents have parent records.

• Changed the field labels Closed code andClosed Notes to Resolution code andResolution notes.

• Updated the On Hold choice list to includeAwaiting Caller, Awaiting Change, AwaitingProblem, and Awaiting Vendor. If AwaitingCaller is selected, it is mandatory to enteradditional comments.

ITSM guided setup release notes

ServiceNow® ITSM guided setup product enhancements and updates in the Jakarta release.


A new plugin that provides a new, process-centric version of guided setup is introduced in this release. TheITSM Guided Setup plugin (com.snc.guided_setup_metadata.itsm) is active by default for new customers.Upgrading customers can activate the plugin to view the new version of guided setup.

One or both versions appear as modules in the navigation pane or as links on the System Administrationhomepage. They appear as ITSM Guided Setup or ITSM Guided Setup (Old). ITSM Guided Setup (Old)takes you to the guided setup created in the Helsinki and Istanbul releases. The administrator can hide theversion that you do not want to use.

Note: The plugin name, ITSM Guided Setup, is the same for both old and new versions, but theplugin ID is different.


ITSM Guided Setup is active by default.


Guided setup • Added More Information pages to guidedsetup including more process information aboutproposed solutions as well as technical guidanceon implementing them.

• Added embedded help topics for theconfiguration pages.

• Added support for plugin dependencies to beable to be defined against unpublished plugins.



• Added functionality to grant guided setup accessto application admin roles at the category or tasklevel.

• Added functionality for guided setup taskassignment, so that it includes your users whopossess the defined roles.

Note: Users with the admin role alwayshave access.

Password Reset release notes

ServiceNow® Password Reset application enhancements and updates in the Jakarta release.

Password Reset lets your users use a self-service process to reset their passwords on the localServiceNow instance. Alternatively, your organization can implement a process that requires service-deskagents to reset passwords for users.


Password Reset for your instance is active by default and includes example verifications.

The Self Service Password Reset plugin (com.snc.password_reset) and the Password Reset(com.glideapp.password_reset) plugin are both active by default for new instances and upgrades.By default, when a user requests a reset, the instance sends the user a URL with a user-specific token.After the user opens the URL, the instance prompts the user to enter and confirm the new password. Theinstance no longer sends a temporary password by default.


• New installation software and instructions for the Password Reset Windows Application: See Downloadand install the Password Reset Windows Application.

Problem Management release notes

ServiceNow® Problem Management product enhancements and updates in the Jakarta release.


Problem Management is active by default.


ITIL proven practices alignment A new plugin that provides alignment with provenITIL practices is introduced in this release. TheProblem Management Best Practice – Jakarta(com.snc.best_practice.problem.jakarta) pluginis activated by default for your new customers.Customers who upgrade from a previous release



must request the plugin by contacting CustomerSupport.

The plugin updates the Problem form andfunctionality in the following ways.

• Makes the Work notes field mandatory whenthere is a change in the problem priority, so thatproblem managers can more easily track whatcaused a change in priority.

• Added the Major Problem check box andthe Review Outcome field to facilitate themanagement and documentation of majorproblem reviews.

• Added the report Incident Trend byConfiguration Item, so problem managers canview incident trends by service or configurationitem (CI) over time to determine potentialproblems.

• Updated the Problem form layout, adding thefields Business service, Impact, Urgency,Closed, and Closed by and changed the layoutof the form to make it more user-friendly.

• Makes the Priority field read-only. This fieldis set based on the impact and urgency of theproblem.

• Hides the Known error field on the Problemform and the Known error flag is set to truewhen the problem is set to the state KnownError.

• Updated the UI action Close Incident toResolve Incident enabling problem ownersto resolve and communicate updates tochild incidents when a resolution has beenidentified. Your users can review and confirm theresolution.

Service Catalog release notes

ServiceNow® Service Catalog product enhancements and updates in the Jakarta release.

Service Catalog provides a customer-facing view of available service and product offerings provided bydepartments within the organization.


Before upgrading, you should be aware of changes made to the underlying service catalog data model.These changes affect that way you implement multiple service catalogs. For details, see Upgrade tomultiple service catalogs.

If you are upgrading from a version prior to the Fuji release, see Migrate cart layouts.




Service Catalog is active by default.


Debug UI Customization Debug UI Customization, a new submoduleintroduced under the Catalog Administrationmodule, enables catalog administrators to performa health check of Service Catalog pages. Thecorresponding UI indicates UI macros that havebeen customized and skipped during an upgrade,enabling catalog administrators to pinpoint the issueand self-heal. It helps you identify the source ofbroken functionality due to customized UI macrosin Service Catalog when you upgrade to a newrelease. Use the Disable UI CustomizationDebug module submodule under the CatalogAdministration module to turn off the debugger.

Variable Watcher The Variable Watcher tab is available for ServiceCatalog variables. A catalog administrator canmonitor individual variables for changes#in#their stateand value due to#Catalog Client Scripts, Catalog UIPolicies, and Catalog Data Lookups.

Variable Action Logger For a full analysis of all the client-side actionsaffecting the state and values of every variable ona catalog form, use the Variable Action Loggerwindow. Use the new submodule, Enable VariableAction Logger, under the Catalog Administrationmodule to enable this feature. This feature isavailable only for catalog administrators. Onceenabled, you can track the full chronology of actionsthat happen on all variables of a catalog form.These actions happen due to Catalog Client Scripts,Catalog UI Policies, and Catalog Data Lookups.

Full feature support for variable editors on recordscreated via record producers

The Applies on Target Record check boxavailable in the Catalog UI Policies and CatalogClient Scripts submodules ensures that they areapplicable on the default variable editors. CatalogUI Policies, Catalog Client Scripts, Catalog DataLookups, Reference Qualifiers, and dependentreference fields are supported on the defaultvariable editor used for records created via recordproducers. This support is applicable only forrecords created for task-extended tables via recordproducers.

Enhancements to variables The following variables are introduced:

• IP Address: Use this variable type to capturethe IPv4 and IPv6 data for a catalog item. Underthe Validation Scripts submodule, a validation



script type associated with this variable isavailable.

• Duration: Use this variable type to capture theduration-related data for a catalog item.

The following enhancements are made to existingvariables:

• Apart from the Macro, Macro with label, and UIpage variable types, Service Portal supports alltypes of variables.

Note: Convert the UI Macro variableto portal widget and associate with thesame widget.

• Service Portal supports two-column layouts onlyfor the top-level containers.

• You can specify example text as a hint for avariable before you enter a value.

Variable set extension When you apply Catalog UI policy Actions andGlideForm APIs (setReadOnly, setMandatorysetDisplay) on a variable set, the actions areapplied on every variable within the variable set.You can make variables read-only and mandatory,or change the display of variables by performingthese actions on the corresponding variable set.The same feature is available for containers as well.

Note: This feature is not supported onService Portal.

Catalog UI Policy condition builder Variables associated with a variable set have thevariable set name associated with them in theCatalog UI Policy condition builder as well as inthe Catalog UI Policy Actions list.

Automated Test Framework for Service Catalog Catalog administrators can write automated teststo validate their catalog items because ServiceCatalog is supported in the Automated TestFramework (ATF). You can write end-to-end testsfor both the requester and fulfiller flows. You canperform the following functions as part of the ATFfor Service Catalog:

• Search for a catalog item or record producer• Open a specific catalog item or record producer• Set variable values• Set item quantity• Validate variable values• Validate variable states• Validate price and recurring price• Add items to the shopping cart• Order a catalog item



• Submit a record producer

Note: Only catalog items and recordproducers are supported for ServiceCatalog in the ATF. Order guides arenot supported in this release. ATF is notsupported for Portal flows.

Record producer redirection settings You can configure the redirect behavior of a recordproducer after its generation in the UI.


• Copy behavior of a catalog item: When you perform the Copy UI action on a catalog item, all theassociated variables, Catalog UI Policies, Catalog Client Scripts, and Catalog Data Lookups are copiedalong with the catalog item.

When using the Language Internationalization plugins, if you perform the copy action in English, a copyof the catalog item is made for English. If you perform the copy action in a language other than English,a copy of the catalog item is made for that language and for English.

Previously, when you copied a catalog item, any other records in the platform that had a reference tothe catalog item were also copied. For example, when you copied a catalog item, any product modelassociated with the catalog item was also copied.

In Jakarta, such platform associations are not copied along with a catalog item unless specified. Underthe Service Catalog properties, use the Relationship tables which should be part of Copy Itemaction. Table Name should be comma separated. property to specify the table names of associationsthat should be copied. Use a comma-separated list with no spaces between the values.

• Behavior of the g_form.clearValue() API: If the g_form.clearValue() API changes a variablevalue in the Catalog form, this API invokes the onChange scripts for that variable. For example, if theg_form.clearValue(‘text1’) clears the value of a Single Line Text variable, text1, then this API invokesthe onChange scripts for text1 to change the value from ‘abc’ to ‘’. The g_form.clearValue() APIalso works on variable editors.

• Service Catalog is 508 and WCAG A compliant.


• All fields except the variable fields have been removed from the Catalog UI Policy condition builder toavoid any confusion when creating Catalog UI policies.

• The Description field has been removed from the Question tab on the Variable form.

Service Level Agreement release notes

ServiceNow® Service Level Agreement application enhancements and updates in the Jakarta release.


The SLA Timeline plugin (com.snc.sla.timeline) version 2.0.0 is activated for all customers who upgrade tothe Jakarta release.




New and enhanced features of SLA Timeline

SLA timeline• Filter has been introduced to provide filtering of

the data that the timeline displays.• Task SLA Details section has been introduced

that displays information on stages, taskupdates, and out-of-schedule for SLA timeline.

• Stepped zoom has been introduced to provideseveral zoom in or out levels to control SLAtimeline zoom resolution.

• Toggle button has been introduced to show/hidetask updates that did not cause an SLA stage.

• An ability to debug or verify has beenintroduced for you to check if a task is mappedappropriately with a defined SLA using the SLAtimeline.

• An ability to select business elapsed time orbusiness time left has been introduced. Theselection is saved into user preferences fordisplay in the SLA timeline.

• Reference picker has been introduced topreview the task selection to be introduced in theSLA timeline.

• Refresh button has been introduced to refreshthe SLA timeline with the latest values of thetask SLA.

• Carousel navigation has been added to take youthrough all the task stages easily.

• An ability to select a different time zone from theSLA timeline has been added.

• An ability to calculate the breach date and timeof the SLA from the Due Date field of the task towhich the SLA is attached to.

ITIL proven practices alignment A new plugin that provides alignment with provenITIL practices is introduced in this release. TheService Level Agreement Best Practice – Jakarta(com.snc.best_practice.sla.jakarta) plugin isactivated by default for new customers. Customerswho upgrade from a previous release must requestthis plugin by contacting Customer Support.

The plugin updates the Service Level Agreementform and functionality in the following ways.

• The SLA notification and escalation workflowsends notifications when a task reaches acertain percentage of its allotted SLA duration.

• The Service Level Target field has been addedfor filtering, searching, and reporting on differentservice level target types.



Service level agreement roles Two new roles have been introduced: sla_adminand sla_manager.

Service Portfolio Management release notes

ServiceNow® Service Portfolio Management product enhancements and updates in the Jakarta release.


You can activate the Service Portfolio Management plugin (com.snc.service_portfolio) if you have theadmin role.




Capture new statuses to the business service Capture additional statuses of a business servicethat indicates the life cycle of a service, includingthe business services that are retired.

Track service level requirements Capture the service level requirements like ServiceLevel Agreements and Service Level targets withthe new attribute Service level requirement addedto the business service form.

Track SIPs and SQPs using projects Service Improvement Plan (SIP) and ServiceQuality Plan (SQP) can be tracked as projects inthe Project Portfolio Management. PreconfiguredCSI (continuous service improvement) is providedto track SIPs and SQPs.

Identify business service records with a number Identify each business service record with a uniquenumber by configuring the Number field in theBusiness Services list view.

Get the service details as an SDP Preconfigured knowledge category called theService Design Package (SDP) is provided, whichyou can use to capture all relevant informationabout the service, from its inception until itsretirement.

Subscription Management release notes

ServiceNow® Subscription Management product enhancements and updates in the Jakarta release.

Use the Subscription Management application to review and manage how purchased subscriptions areused on your production instance.




Subscription Management is active by default.


Support on PaaS-only instances User Administration and Subscription Managementapplications are accessible on PaaS-only instances

New Cost field on the Subscription form The Cost field denotes whether the subscriptionis For-fee or Free. Some ServiceNow Store appsare free. You do not allocate resources to freesubscriptions. Previously, the data was displayed inthe Display only field.

New Subscription Applications related list onthe Subscription form

The Subscription Applications related listdisplays applications or suites that are associatedwith the selected subscription. Users that youallocate to the subscription are subscribed to thelisted applications. Click the application Name toview the list of top-level plugins that are associatedwith an application.


• In earlier releases, until you assigned the usage_admin role, every user with the admin role received allcommunications that relate to subscriptions. In this release, only users with the usage_admin role getsuch communications.

Performance Analytics and Reporting release notes

Performance Analytics and Reporting have new and updated features in the Jakarta release.

Performance Analytics release notes

ServiceNow® Performance Analytics product enhancements and updates in the Jakarta release.


Platform feature - active by default. Performance Analytics premium requires a separate subscription.


Performance Analytics widgets on Service Portal You can add Performance Analytics widgets toService Portal pages.

Improved Targets and Thresholds Create personal targets and thresholds visible onlyto specific users. Provides enhanced notification



functionality and simplified usability for targets andthresholds.

Improved Forecasting Provides best-fit forecasting based on availabledata using multiple algorithms. You are alertedbefore targets are met through notifications.


• You can use the Insert and Stay with Relations UI action on a breakdown to copy the breakdown and allassociated breakdown mappings, breakdown relations, and breakdown exclusions.

• You can run data collection jobs manually from the list. With this functionality you can start multiplecollection jobs in a single action or start a single job using the right-click context menu.

• View targets and thresholds associated with the indicator with the Targets and Thresholds related liststhat appear on the Indicator form.

• When you define a target, single-score widgets appear color coded.• The property com.snc.pa.default_chart_line_color applies to the list of scorecards, score widgets that

display a trend line, and workbench process widgets.• Depending on your selected widget visualization, certain fields on the Widget form are mandatory.• You cannot create reports on the pa_snapshots table.• Score values appear as a table below widgets when accessibility is enabled.• Benchmarking:

• The indicator Benchmarking indicator field controls if the indicator is used for benchmarking.• Indicators configured for use with benchmarking are not editable.

Reporting release notes

ServiceNow® Reporting product enhancements and updates in the Jakarta release.


Platform feature – active by default. Some advanced reporting functionality is available only when you havelicensed Get started with Performance Analytics Premium.


Import external data You can now generate and distribute reports basedon data maintained outside of your instance.

Content on Service Portal All reports can be displayed on Service Portal usingService Portal widgets.

Report Designer Report Designer is enabled by default. You canconfigure a report, preview it, iterate and adjustit, and then share the report using the integratedShare panel. The Report Designer provides acleaner user interface and guided flow to help bothexperienced and inexperienced users easily createreports.



Accessibility Report Home, Report Designer, and reportingcontent (e.g., widgets on dashboards) meetthe requirements of Web Content AccessibilityGuidelines Level A.

Highcharts 5 Highcharts 5 supports accessibility and replacesHighcharts 4 throughout the platform.

Interactive analysis Launch a detailed analysis of your data fromany list. Quickly explore data using reports andinteractive filters.


• The Custom Charts plugin is deprecated.• The Chart Color field retains its value when the groupby or stackby field values are changed and when

switching between chart types in Report Designer.• Multiple datasets are available to all users. Previously Performance Analytics Premium was required.• When using Insert and Stay, color rules are not copied to the new report.• Multilevel pivot report improvements:

• Options added for displaying row and column lines.• Added automatic collapsing and expanding of rows.• Enhancement fixes for columns headers.• Enhancements to PDF export and scheduled export.• Improved word wrapping.

• Color coding added to single score reports.• Changed the configuration of the report_security plugin to default on upgrades. Users who upgrade no

longer have to contact security to install this plugin.• Improved the loading of the table list.• Fixed warning messages in the zboot console log.• Improved default color list for multiple datasets.• Enabled dot walking on the Aggregation field for Average and Sum aggregation.• List functions now available on the Report list• The [report_view] table is no longer populated with new entries. The Report Stats list enables you

to view how often each of your reports is run and how long it takes for the reports to run. For moreinformation, see Report statistics.

Dashboards release notes

ServiceNow® Dashboards product enhancements and updates in the Jakarta release.


Review Dashboard upgrade information for information about responsive canvas and dashboard versionsof homepages.




Responsive canvas dashboards are enabled by default on new instances. On upgrading instances,responsive canvas must be enabled by an administrator . If responsive canvas was enabled duringIstanbul, it remains enabled after upgrade to Jakarta.


Create a dashboard version of a homepage You can create responsive dashboards fromexisting homepages, providing better accessibility,improved sharing, and easier widget layout.

Cascading interactive filters Dashboard administrators can create hierarchicalinteractive filters. Selecting a filter value at a higherlevel automatically filters the choices available forlower-level filters in the hierarchy.

Software Asset Management content pack There is a new content pack for Software AssetManagement: com.snc.pa.samp.

Solution library Easily install and update dashboards andvisualizations for Performance Analytics contentpacks.

Dashboards upgrade information

Dashboards upgrade information for the Jakarta release.

Enable Responsive Dashboards

To use Responsive Dashboards, both the Responsive Dashboards and Responsive Canvas plugins needto be active.

• If Responsive Canvas was enabled in Helsinki or Istanbul, Responsive Dashboards functionality isenabled on upgrade to Jakarta. After upgrade all dashboards are responsive, including dashboards thatwere not responsive during Helsinki. All users on your instance can create, edit, and share dashboards.

• If Responsive Canvas was not enabled in Helsinki or Istanbul, Responsive Dashboardsfunctionality is not enabled on upgrade to Jakarta. The plugins are activated by default, but theglide.cms.enable.responsive_grid_layout system property is set to false. To enable ResponsiveDashboards, set this property to true.

Note: If the glide.cms.enable.responsive_grid_layout does not exist or if it exists and is set to true,Responsive Dashboards functionality is enabled.

If you are upgrading from a release prior to Helsinki, Responsive Dashboards functionalityis not enabled on upgrade to Jakarta. The plugins are activated by default, but theglide.cms.enable.responsive_grid_layout system property is set to false. To enable ResponsiveDashboards, set this property to true.

Review dashboard layouts after enabling responsive canvas

• During conversion to responsive canvas, the layout of dashboards may slightly change. Highlycustomized dashboards may have significant changes, such as different widget layouts. After



upgrading, review each dashboard for changes and adjust the layout as necessary on the drag-and-drop canvas.

Dashboard versions of homepages after enabling responsive canvas

• If you have responsive canvas enabled, you will be prompted to convert your homepages to responsivedashboards. During conversion to responsive canvas, the layout of dashboards may slightly change.Highly customized dashboards may have significant changes, such as different widget layouts. Afterupgrading, review each dashboard for changes and adjust the layout as necessary on the drag-and-drop canvas.

Migration of permissions

• For releases prior to Istanbul, Performance Analytics roles were required to view and edit dashboards.Starting in Istanbul, dashboards use a new permissions system and Performance Analytics roles are nolonger required to view or edit dashboards. To ensure access to existing dashboards remains the sameafter migration, the pa_viewer, pa_admin, and pa_power_user roles are added to a dashboard or itsgroup during migration to the Jakarta permissions.

These roles are typically added directly to the dashboards they apply to. However, when no rolepermissions are defined for the dashboard or the group a dashboard belongs to, the pa_viewer viewpermissions is applied to the dashboard group. (pa_power_user and pa_admin roles are still applied tothe dashboard.)

Additionally, during the upgrade all existing dashboards are configured to require the pa_viewer role toview with the Restrict to role field on the dashboard properties form. This restriction provides an extralayer of security.

Security Operations release notes

Security Operations has new and updated features in the Jakarta release.

Security Incident Response release notes

ServiceNow® Security Incident Response application enhancements and updates in the Jakarta release.


Application administration is enabled for Security Incident Response by default. Before upgrading, verifywhether you have added custom tables to Security Incident Response. If so, and your custom tables relyon global ACLs, you may need to recreate those global ACLs in the Security Incident Response scopeafter the upgrade. If you added custom roles or custom ACLs, retest them after the upgrade and ensurethe assignable by attribute on the roles is set correctly to allow access to application administration.

After you upgrade, modify any custom integrations that write or read Security Incident observables to usethe Observables table and the new m2m with Security Incident. The Context field in the m2m table definesthe relationship of the observable to the security incident for Observable Types, such as IP (Source orDestination) and URL (Referrer).




Activate the Security Incident Response plugin and configure it based on the needs of your organization.This plugin is available as a separate subscription.


Security Incident Response workflow templates You can customize and use many incorporatedtemplate workflows in your deployment.

• Security Incident - Confidential Data Exposure -Template

• Security Incident - Denial of Service – Template• Security Incident Lost Equipment workflow

template• Security Incident - Malicious Software –

Template• Security Incident - Phishing – Template• Security Incident - Policy Violation – Template• Security Incident - Reconnaissance – Template• Security Incident - Rogue Server or Service –

Template• Security Incident - Spam – Template• Security Incident - Unauthorized Access –

Template• Security Incident Web/BBS Defacement

workflow template

View Security Workflows lists all workflowsrelated to security incidents.

Sightings Search for observables Analysts can perform local searches forobservables in log stores and SIEMs to betterunderstand the prevalence of a threat in theirenvironment. New integrations for IBM QRadar,Intel McAfee ESM, Splunk, Elasticsearch, andHPE ArcSight Logger provide base systemimplementations for this capability.

Expanded support for Get Running Processes Carbon Black and Unix systems include base-system integrations to get a list of runningprocesses as part of automated enrichment fora security incident. You can define whitelists andblacklists to exclude common processes andhighlight those processes known to be commonlyassociated with threats.

Related items in security incidents You can correlate between security incidents andshared observables with new related lists. RelatedUsers and Related Configuration Items detailusers and configuration items from other securityincidents with similar observables.



Security tags You can apply tags to security incidents to classifythem in generic ways. You can organize thesetags into groups applying a single group memberto a security incident. These tags can restrict useraccess. By default, the system comes with animplementation of the NIST Traffic Light Protocol(TLP). It includes roles that can be used to restrictuser access based on the TLP designation.

ProcDump Execute a procdump on Windows systems. Theresults are gathered through the MID server andstored in a preconfigured file location in yournetwork.

Risk score Configure automatic calculation of scoresbased on various factors using the Risk ScoreConfiguration. Security Analysts can override theautomatic risk score calculation for any securityincident.

Post incident reviews You can target questions to specific pre-definedgroups by assigning roles to categories.


• Security incident observables:

Observables associated with a security incident are stored in a table, which:

• Improves support for incidents with many observables• Enables correlation with other security incidents• Provides a way to select and perform local searches using a related list

Observables are in a related list and can be added individually from this list or using the Add MultipleObservables related link.

• Embedded and related lists for security incidents: Several embedded lists have been changed torelated lists in Security Incident. You can select and view different groupings of related lists on securityincident from a set of Related Links.

• Malware results related lists: Displays report results from integrations that provide threat intelligencelookups.

• Label change: Business Criticality has been changed to Business Impact.


• Security incident fields for observables: Observable fields are deprecated and replaced with anm2m relationship to the Observables table:

Note: If you have custom integrations using these fields, they still work, however, they are nolonger used by Security Incident Response. You can update your integrations with new fields inSecurity Incident observables.

• Malware Hash• Source IP• Destination IP



• Malware URL• Referrer URL• Other IoC

Threat Intelligence release notes

ServiceNow® Threat Intelligence application has enhancements and updates in the Jakarta release.


Activate the Threat Intelligence plugin and configure it based on the needs of your organization. This pluginis available as a separate subscription.


Case Management Analysts can gather information related toan investigation of an ongoing threat in astructured way. Case Management replacesthe spreadsheets typically used to gather suchinformation.

You can associate various artifacts to the case,including:

• Security Incidents• Observables• Configuration Items• Users• Indicators

Related information for each artifact is displayed.Analysts can include or exclude information in thecase until fully characterizing the threat.

Security Tags You can put observables on a whitelist (a list ofknown-good items that should be ignored) or ablacklist (a list of items that likely indicate maliciousactivity).

For example, you can identify a list of known-goodrunning processes to hide when showing runningprocesses of a host. Or identify criteria (filter groupor condition) that specify a running process thatshould be blacklisted.

WHOIS Library Security analysts can perform whois lookupson domains and reverse whois lookups on IPaddresses. Lookup results are stored in the WHOISlibrary.

Data Breach Library Check account compromised, in theSecurity Incident Response drop-down menuunder Affected Users, performs a lookup on



domains and affected users on the site https://haveibeenpwned.com. You can perform this lookupfrom an observable or within Threat Intelligence, aswell. Query results are stored in the Data BreachLibrary.


Threat Intelligence Overview: Threat feeds no longer work.

Security Operations Trusted Security Circles release notes

ServiceNow® Trusted Security Circles is a new application in the Jakarta release.

Threat intelligence sharing is combined with added automation and anonymity to create Trusted SecurityCircles as part of Security Operations.

Trusted Security Circles is a channel for sharing threat intelligence, in the form of observables, to apredetermined set of trusted peers, members of their supply chain, or globally. Circles are typicallyorganized around industry, geography, and/or supply chain.

With Trusted Security Circles, security teams anonymously share observable data with industry peers.Responses in the form of the number of sightings per observable are generated automatically by eachreceiving instance of ServiceNow. When data from respective circles is compared, patterns can emergeto identify targeted attacks against a specific group or industry. These patterns serve as an early warningsystem to other members of a circle, and a security incident is automatically created when observablethresholds are met. Typically, this sharing happens while investigating a security incident.

Users with Security Incident Response can join the global ServiceNow Trusted Security Circle.

Trusted Security Circles provides mutual benefits: The sending organization can identify whether theactivity happening to them is a targeted attack or more broad-based. The receiving organizations get anearly warning of potential future attacks.

With the advanced plugin, Trusted Security Circles Client (Advanced) installed, you can join other circles,as well.

Trusted Security Circles features

Share sightings searches and observables You can share sightings search results and datawith one or more Trusted Security Circles.

Create Security Incidents Automatically create Security Incidents from threatintelligence shared with you, if the sighting countexceeds your preset threshold.

Join Trusted Circles (Advanced) Join Trusted Security Circles targeted to variouscommunities.

Create a Trusted Security Circles profile Determine how you are viewed in the TrustedSecurity Circles you join by creating additionalprofiles.

Whitelist tags Filter the observables that are sent or receivedfrom your ServiceNow instance using the whitelistsecurity tag.


https://haveibeenpwned.com

https://haveibeenpwned.com


Trusted Security Circles Properties Use properties to control other aspects of sharingincluding:

• whether you automatically respond with localsightings when you receive shared intelligence

• whether you automatically share sighting searchresults with the ServiceNow trusted circle

• whether observables with 0 sightings are sharedwhen you automatically share sighting searches


For production and sub-production instances, Trusted Security Circles is activated during plugininstallation. The Trusted Security Circles Client version is installed automatically when the Security IncidentResponse plugin is installed. Once registered, you are automatically joined to the ServiceNow TrustedSecurity Circle. The advanced version, Trusted Security Circles Client (Advanced) plugin is available bysubscription.

See Trusted Security Circles overview for more information.

Security Operations Integrations release notes

ServiceNow® Security Operations Integrations application has enhancements and updates in the Jakartarelease.


Each integration requires plugin activation and configuration from the Integration Configuration screen.Plugin information for each integration is included in the product documentation for each integration.


Integration capabilities You can dynamically link to abstract capabilitieswith integration implementations, for example, GetRunning Processes. These capabilities can bereferenced in UI actions and security runbooks orplaybooks.

Sightings search for observables Analysts can perform local searches forobservables in log stores and SIEMs to betterunderstand the prevalence of a threat in theirenvironment. New integrations for IBM QRadar,Intel McAfee ESM, Splunk, Elasticsearch, andHPE ArcSight Logger provide base systemimplementations for this capability.

Threat Intelligence integrations Base-system integrations for CrowdStrike FalconIntelligence and Recorded Future enable automatedthreat intelligence lookups on observablesassociated with a security incident.

Email parser enhancements Enable customer defined mappings for referenceand choice type fields with value transforms. You


../../product/security-operations-common/concept/sightings-search-capability.dita


can map to fields that are related to the target tablevia a relationship.


IBM QRadar IBM QRadar - Incident Enrichment, with robustsearch capabilities replaces the previous IBMQRadar plugin.

Security Operations Common Functionality release notes

ServiceNow® Security Operations Common application enhancements and updates in the Jakarta release.


Whenever any of the plugins for the main Security Operations applications (Security Incident Response,Vulnerability Response, Threat Intelligence, or Trusted Security Circles) are activated, the Security SupportCommon plugin is activated. This plugin loads various modules that provide functionality that is commonacross all Security Operations applications.


CISO dashboard Covers activity in four different tabs:

• Security Operations Center• Vulnerability Profile• Security Controls Profile• Business Risk Profile

Depending on the products installed, you see theappropriate tabs.

These dashboards use performance analyticsto show you the security posture from these fourdimensions.

Service Management release notes

Service Management has new and updated features in the Jakarta release.

Communities release notes

ServiceNow® Communities is a new application in the Jakarta release.

Communities provides a place for you to engage and interact with your organization in various ways,including:

• help quickly solve issues• learn about best practices from others



• engage with your organization for product feedback

Use Communities to:

• improve support call deflection because users help themselves via crowd-sourced knowledge• communicate product updates• increase engagement with existing customers and lure prospects

Communities is built on a highly flexible platform and uses Service Portal features.

Communities features

Forums Bring together a group of users to discussmatters of mutual interest in hierarchical forums.Administrators benefit from flexible securityadministration features, including granularpermissions for read and write across differenttypes of content.

Topics Define areas of interest for users to discuss in aforum. Multiple forums can share Topics. Topicscan be hierarchically organized.

Content types Supports multiple types of content thatadministrators can configure at the forum level:

• questions and answers• blogs• videos

Supported video sources include YouTube, Vimeo,Dailymotion, and Facebook.

Content feedback Supports multiple types of configurable feedbackcontent:

• replies• comments• upvotes• mark as helpful• mark as correct answer

Moderation Community moderators can control content qualityusing powerful features such as:

• banned words• new user moderation• abuse reporting• user banning, both automated and selective

Personalized subscriptions Subscribe to content of interest via Forum andTopic subscriptions. The system auto-subscribesusers to content they create. Users see theirpersonalized Activity Feed on the Community



home page, based on their subscriptions. They cancontrol subscription-based email notifications tofocus on just the subjects of greatest interest.

Use the community profile Learn more about other users from profile pages,including their interests and content contributions.Users can control the information that is sharedabout them. There is full support for setting privacyon data fields. Community administrators cancontrol the data fields, privacy settings, and defaultbehaviors for users.

Search the community Search is comprehensive over all content. Controlspermit filtering by date, relevance, type, author, andmore.


Communities is only available for customers who are licensed for Customer Services Management. Toactivate Communities, activate the Communities plugin (com.sn_communities).

Customer Service Management release notes

ServiceNow® Customer Service Management application enhancements and updates in the Jakartarelease.


Upgrading an instance brings back demo data for the Customer Service Management Demo Data plugin(com.snc.customerservice.demo) even if the demo data was previously deleted. For more information, seeKB0634950.


You can activate the Customer Service Management plugin (com.sn_customerservice) if you have theadmin role. This plugin includes demo data and activates related plugins if they are not already active.


Self-service improvements for Field ServiceManagement

Capture account, partner, and contact informationon work orders. Expose work order informationto customers from the Customer Service Portaland the Consumer Service Portal with the requiredaccount-based security.

Integration with Financial Management Provides new customer account-based andchannel-based cost models for use with theFinancial Management workbench.


https://hi.service-now.com/nav_to.do?uri=%2Fkb_view.do%3Fsys_kb_id%3D9e1f08dadbe44b044816f3231f961928%26sysparm_stack%3D%26sysparm_view%3D



• Performance Analytics for Customer Service Management: Provides new indicators and breakdownsand captures data from Customer Service-related tables.

• OpenFrame: Multiple active OpenFrame configurations enable access to different communicationsystems. OpenFrame also supports screen-pop for custom pages.

Field Service Management release notes

ServiceNow® Field Service Management application enhancements and updates in the Jakarta release.


The Field Service Management (com.snc.work_management) plugin is available as a separatesubscription. This plugin activates related plugins if they are not already active.


Dynamic scheduling Enable advanced task assignment to runautomatically or manually. Use task filters to selecta set of tasks for assignment. Create orderingrules to order the selected tasks based on criteriasuch as priority levels and SLA dates. Determineif previously assigned tasks can be unassigned toaccommodate higher priority tasks. Select agentsbased on selection criteria, skills, and travel time.

Questionnaires for work orders and work ordertasks

Create questionnaires for work orders and tasksusing Survey Designer and configure triggerconditions that activate questionnaires, such asstate changes or assigned technicians. If desired,configure questionnaire completion as mandatorybased on state change.

Enhanced capabilities for Field Service managers Using the Manage Skills module, Field Servicemanagers and Customer Service managers can:

• View agents and assignment groups• View agent schedules and availability in the

team calendar• View agent locations in the Manager Map• View open work orders assigned to agents and

groups• View recent work order tasks assigned to agents

and groups• View and edit agent skills• View and approve agent time sheets

Time recording Agents can capture time worked on various tasksand activities and create time cards and time



sheets. Managers can define cost rates for differenttypes of activities, convert to expense lines, andcalculate and analyze labor costs.


• Push notifications and mobile UI enhancements: Agents can receive push notifications on mobiledevices and approve or reject task-related notifications to accept or reject tasks. Enhancements alsoinclude upgrades to the My Map and My Dispatch Map modules, the agent calendar, and the managercalendar.

• Planned maintenance enhancements: Maintenance schedules are based on either Duration or Meterand are triggered by the first occurring related condition.

• Performance Analytics for Field Service Management: Provides new indicators and breakdowns forField Service Management and captures data from Field Service-related tables.

HR Service Delivery release notes

ServiceNow® HR Service Delivery application enhancements and updates in the Jakarta release.

HR Service Delivery automates standard HR processes within your organization.


HR data migration is recommended when you are upgrading from the global version of HR to the scopedversion. The Istanbul release introduced the scoped version of HRSM. The scoped version prevents usersoutside of HR from accessing HR data.

When you are ready to start using the scoped version of HR, remove the global version of the ConnectAction [connect_action] table. This process ensures that HR cases can be created in Connect Chat.

Note:

HR Migration does not migrate all data from the global version to the scoped version. Not includedin the migration are:

• Business rules• Cases• Catalog• Categories• Data policy• Email actions• HR services• Knowledge base (connections to case)• List/Form layout changes• Record producers• Reporting and Dashboards for cases• Scheduled jobs• Script includes• Service Portal changes in global version• Skills• Templates• UI actions



• UI policy• Workflows

Customers already on the scoped version of HR do not need to migrate their data.

• Migration from Non-Scoped to Scoped HR

Customers upgrading to Jakarta can utilize the new HR Service Portal.

By default, the legacy HR Service Portal shows in the Navigation Bar. To use the new HR Service Portal:

• Navigate to Service Portal > Portals.• There are two HR Service Portal entries. Select the one with the URL suffix of hrportal. This entry is

the legacy HR Service Portal.• Change the URL suffix to hrportalv1.• Click Update.• Select HR Service Portal with the suffix hrportalv2.• Change the URL suffix from hrportal2 to hrportal.• Click Update.

All HR modules point to the new HR Service Portal.


Data migration is available in this release. The plugins for the global version and scoped version must beactivated.

The Human Resources Scoped App: Data Migration [com.sn_hr_migration] plugin moves data and rolesfrom the global version of HR to the scoped version. Data migration includes:

• Tables• Columns• Choice Lists• Roles

The Human Resources Scoped App: Integrations [com.sn_hr_integrations] plugin is required to integratewith multiple third-party HR systems for the scoped version of HRSM. HR integration pushes HR profileinformation from HRSM to a third-party HR application.

The Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] plugin activates theLifecycle Events module. With this module, different departments within a company can plan, coordinate,and execute complex, multi-department workflows. An example is onboarding a new hire.

Customers also licensed for Facilities Service Management who want a building map to display in the HRService Portal for onboarding new hires, must:

• Activate the Facilities Move Management [com.snc.facilities_service_automation.move] plugin beforeactivating the Human Resources Scoped App: Lifecycle Events plugin.


Enterprise Onboarding and Transitions Combined with other licensed applications, thisHR module provides a full-service, onboarding



experience for new hires and employees managingthe process.

• Can span multiple departments dependent onlicensing.

• All HR and licensed application cases and tasksare visible from the HR Case list.

Lifecycle Events Dashboard Monitor the state of Lifecycle Event cases with thisdashboard for HR, IT, and Facilities (if licensed).Reports filter on the office location of employees.Available reports include:

• Active cases• Active To-dos• My To-dos• Overdue To-dos• Employee onboarding• Open cases and requests

Create an onboarding request with the HR ticketpage

Use widgets to onboard new hires on the HRService Portal. Widgets include:

• Start Date: Provides the start date for a new hireand a countdown of days.

• Your Onboarding Team: Lists employees taskedwith onboarding a new hire.

• Floor plan: Provides a widget you can use inother catalog items and embeds the Floor PlanViewer for facilities location requests.

Migration from Non-Scoped to Scoped HR Move data and roles from the global version ofHR to the scoped version with HR Migration. Datamigration includes:

• Tables, columns, and choice lists• Roles

HR Templates Created to reduce the complexity of sys_templates,this custom UI is specific to HR. HR case and tasktemplates include:

• Due date calculations• Employee assignments• Driven fields for task types• Commonly defined fields shown

Create or modify bulk HR cases Create HR cases for multiple employees. There arefour ways to select a group of employees:

• HR profile• User records• HR criteria



• Upload list of employees by user name or emailaddress

Note: HR bulk case creation isdesigned to create up to 10,000basic HR cases. Basic HR cases arecases that are not Lifecycle Event orcases that use workflows. HR bulkcase creation is designed to create1,000 Lifecycle Event or cases usingworkflows. Performance can be affectedwhen attempting to create more.

Create or modify HR services Add tasks and approvals to an HR service anda business rule triggers them without using theWorkflow editor. Includes:

• Reusable tasks• Reusable approval rules• Order table defines when tasks and approvals

are required.

HR Document Templates Personalize PDF documents and letters by mappingfields from the case table to place data in fields.Also capture multiple e-signatures in a documentand automatically generate once all signatures arecaptured.

Add or modify an HR task New HR task types are introduced:

• View video• Take survey• Submit Order Guide• Upload documents

Approve an HR case Employees can accept or reject a case resolutiondirectly from the HR Service Portal. Comments areadded and appear in the work notes of the case.

Add or modify an HR task Identify HR tasks as optional. Employees canbypass an optional HR task and the state ischanged to Skipped.

Create or modify content Customize the HR Service Portal with sections andlinks that include:

• Videos• Announcements• Upcoming Events



• Holiday Calendar

HR Integrations Scoped Integrate with multiple third-party HR systems. HRIntegration pushes HR profile information fromHRSM to a third-party HR application.

Note: The legacy Human ResourcesApplication: Core [com.snc.hr.core] andHuman Resources Application: WorkdayIntegration [com.snc.hr.wday] plugins arestill available.


Creating and generating PDF documents has changed. HR documents can:

• Define and store multiple e-signatures in a document. An example is when an offer letter is sent to anew hire that requires a signature from the new hire and the HR agent.

• Parse fields (for PDFs that enable parsing) to enable mapping of data from tables.• Auto-generate documents or require an HR agent to review a document before generating and sending

it.

• HR Service Delivery Mobile App:

The HR Ticket and Dashboard pages are updated to optimize the mobile experience.

Facilities Service Management release notes

ServiceNow® Facilities Service Management product enhancements and updates in the Jakarta release.


You can activate the Facilities Service Management plugin [com.snc.facilities_service_automation]as a separate subscription. This plugin manages facilities requests and enables users to report andtrack requests by their location. To view requests on a floor plan, the Facilities Visualization Workbench(com.snc.facilities_service_automation.fvw) plugin is required.

The Facilities Move Management [com.snc.facilities_service_automation.move] plugin is available as aseparate subscription. This plugin enables single user move functionality as well as enterprise move andmove planning functionality.

The Facilities Visualization Workbench [com.snc.facilities_service_automation.fvw] plugin isavailable as a separate subscription. This plugin provides map interaction built upon geoJSON filemap sets and the Floor Plan widget. Integration files are installed when both the Facilities ServiceManagement (com.snc.facilities_service_automation) and the Facilities Visualization Workbench[com.snc.facilities_service_automation.fvw] plugins are activated.




Floor Plan widget Provides a widget that can be used in other catalogitems and embeds the Floor Plan Viewer to reservean office space.

Installed with the Facilities VisualizationWorkbench plugin.

Available on the HR Service Portal as part of theLifecycle Events module.

Note: Activate the Facilities MoveManagement plugin before the HumanResources Scoped App: LifecycleEvents plugin. Activating in this orderallows the Floor Plan widget to load.

Search and reserve office space to onboard a newemployee using this feature with the HR ServiceDelivery application.

URL parameters Provide configuration information for a form or a listwith URL parameters. Workbench supports URLparameters.

Updates to custom filters Group by field was added to Map Filters. Youcan use this filter to group by a field from the tableselected for the map filter. You can also specify acolor for the map filter.

Added compass to Floor Plan You can see a compass for directional context onthe Floor Plan.

Warranty check to assets When you create a facilities request and an affectedCI has a warranty date in the future, the FacilitiesRequest Task tab appears. This tab shows a taskfor you to check the warranty information.

Option to remove people from Floor Plan wheninactive

Automatically unassigns desk/office space when auser becomes inactive.

Added Floor Tree Picker hierarchy The space hierarchy supports a floor locationbetween building locations and space records.Spaces are shown as underneath a floor whenselecting a location in a Tree Picker. The floorlocation is automatically created when processingmap files.

Available versions (Jakarta)The Jakarta family includes Enterprise patches and hot fixes, as well as releases for Password Reset,ODBC, and Mobile.

For more information about how to upgrade an instance, see Upgrade to Jakarta on page 421.

For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable,sortable version of Jakarta fixed problems, see KB0623655.





Note: This version is approved for FedRAMP.

Q1 2018 QPP Targets

Releases Patch target option (1, 2) Release notes

Istanbul Istanbul Patch 10a Istanbul

Jakarta Jakarta Patch 6 on page 129 Jakarta

• (1) Targets are subject to change prior to patching. Target versions for a quarter change only ifabsolutely necessary.

• (2) ServiceNow will occasionally add an additional letter to some patch and hot fix names (for example,Helsinki Patch 9a). Please consult the release notes for the list of fixes included in each version.

Available versions

For patch release notes that are not yet listed below, refer to KB0656793.

For publicly available hot fix and security patch release notes that are not yet listed below, refer toKB0598632.

Release version Release type Released on Availability (3, 4, 5)

Jakarta Patch 7 on page 105 Patch 01/05/18 Available

Jakarta Patch 6a Security patch 12/28/17 Available

Jakarta Patch 6 Hot Fix 1 Hot fix 12/15/17 Available

Jakarta Patch 6 on page 129 Patch 11/30/17 Available

Jakarta Patch 5 Hot Fix 1 Hot fix 11/21/17 Unavailable

Jakarta Patch 5 on page 150 Patch 11/02/17 Unavailable

Jakarta Patch 4 Hot Fix 1 Hot fix 11/02/17 Unavailable


Jakarta Patch 3b Security patch 10/25/17 Unavailable

Jakarta Patch 3a Hot Fix 1 on page 205 Hot fix 11/17/17 Unavailable

Jakarta Patch 3a Security patch 10/02/17 Unavailable

Jakarta Patch 3 Hot Fix 2 on page 206 Hot fix 10/13/17 Unavailable









https://docs.servicenow.com/bundle/istanbul-release-notes/page/release-notes/istanbul-release-notes.html










Release version Release type Released on Availability (3, 4, 5)








Jakarta security and notable fixes on page301

All other Jakarta fixes on page 362

Feature 06/15/17 Unavailable

• (3) Available: Any user can upgrade to the version. "Available" versions will appear on the InstanceUpgrade Management Dashboard.

ServiceNow QPP targets and patches are immediately available. Users do not need to request anentitlement to schedule an upgrade to these versions. For example, entitlements are not required toupgrade to Helsinki Patch 12 (Q4 2017 QPP target) or Jakarta Patch 2 (patch).

• (4) Available by request: Contact ServiceNow Customer Support for approval to upgrade to theversion.

• (5) Unavailable: The release version is not available.

Mobile versions

For the latest iOS and Android mobile application release notes, refer to KB0598602.

Password Reset Windows Application releases

For the latest Password Reset Windows Application release notes, refer to KB0598975.

ODBC Driver releases

For available ODBC release notes that are not yet listed below, refer to KB0540707.

Release version Availability

ODBC Driver 1.0.13 release notes on page 419 Available

ODBC Driver 1.0.12 release notes on page 419 Legacy




https://community.servicenow.com/community/product-launch/instance-upgrade/blog/2015/07/20/manage-your-upgrades-with-the-instance-upgrade-management-dashboard

https://community.servicenow.com/community/product-launch/instance-upgrade/blog/2015/07/20/manage-your-upgrades-with-the-instance-upgrade-management-dashboard

http://www.servicenow.com/support/contact-support.html





Jakarta Patch 7

The Jakarta Patch 7 release contains fixes to these problems.

Jakarta Patch 7 was released on January 5,2018.

Build date: 12-22-2017_1615

Build tag: glide-jakarta-05-03-2017__patch7-12-13-2017





Security-related Fixes

Jakarta Patch 7 includes fixes for security-related problems that affected certain ServiceNow® applicationsand 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 Jakarta Patch 7, refer to KB0661849.

Notable fixes

The following problems and their fixes are ordered by potential impact to customers, starting with the mostsignificant fixes.

Problem Shortdescription

Description Steps to reproduce

ServiceCatalog:ServicePortalWidgets

PRB698938

KB0610410

Poorperformancefor Order Guidewith a largenumber ofincluded itemsand variables

After upgrading toHelsinki, Order Guidesare not workingcorrectly. If an orderguide has many itemsand variables, it canexperience performanceissues and often timeout.

Refer to the listed Known Error KB articlefor details.









SystemApplications

PRB948133

Fields definedon user-createdtables are notappearing insearch results

When a user creates anew table and adds thetable to a search group,the user-defined fieldsdo not appear in searchresults. There are twocases:

1. A table extendedfrom another table:Only the sys ID isdisplayed in searchresults.

2. A table that doesnot extend anothertable: Only a singlefield is displayed insearch results.

AuditHistory

PRB1235550

The activity logis capturingincorrectworkflowchanges

The Stage field in theRequested Item showsthe same value for theold and new stage in theHistory Set.

Discovery

PRB1204637

KB0639427

MID ServerListerincorrectlynotifies MIDServers ofpotentialchanges

1. Initiate a grab log files from anexisting MID Server record.

2. Upon an input response with anattachment, remove the attachment.

Note that an ecc_queue record is createdper MID Server with the following:

Topic: SystemCommand, Source:FileChange, Name: ecc_agent_script_file,Queue: output

Forms andFields

PRB1166822

The date pickeris returningincorrect results

When using the datepicker on any newrecord, the expecteddate is not beingselected.




All Other Fixes



Approvals

PRB1238554

Manuallycreatedapprovalrecords arenot recognizedby the ManualApprovalactivity

When multipleapproval recordsare added for aworkflow that usesthe Manual Approvalactivity, they areadded in the 'Notyet requested'state. If one ofthose approvals arethen immediatelyapproved, theManual Approvalactivity will notcomplete.

Authentication

PRB598684

DigestTokenis not work asexpected all thetime

Upon upgradingan instance withDigestToken andactivating theMultiProvider plugin,without enablingExternalAuth, itis observed thatDigestToken stopsworking certaintimes.

AutomatedTestFramework

PRB1192032

Clicking amodal stepdoes not allowsetting timeout

Clicking amodal with theimplementation tosupport retries withina timeout. However,the timeout is notshown on the formand users cannotset it.






PRB1209940

Record Queryonly assertsimmediately

Record Query onlyimmediately assertsthe presence ofa record. It doesnot use the steptimeout to wait forthe record to beasynchronouslycreated. Example: Aprocess generatesan approval request.The record iscreated a fewseconds later.The test executesthe Record Querystep faster thanthe record can becreated and it fails.

BenchmarksApplication

PRB1241049

Unable todownloadscores for thefirst month afteropt-in

Chat

PRB1171082

Guest users arenot receivingmessagesautomaticallyin anonymoussupport chat

When non-authenticatedusers start ananonymous supportconversation, theydo not receivemessages comingfrom the agent.





CloudManagementApplication

PRB1189305

Billing discoveryproblems withinstances ineast-of-UTCtimezones andwhen tag valueshave a newline

On an instancewith a CentralEuropean timezone, incrementalbilling downloadsare not clearing allappropriate days ofincomplete/to-be-replaced billing data.The result is thatafter multiple daysof billing discovery,many records areduplicated and thecost is significantlyhigher than it shouldbe.

Also, if there are tagvalues in the billingdata that containnewlines, CSVparser problemscan lead to largesegments of databeing skippeddue to unhandledexceptions.


PRB1237718

Tags withcapitalizedname fieldcannot havevalues assigned

Values for the newtag are expectedto be assigned andfilterable on theBilling dashboard,but values for thesenew tags are leftempty.


PRB1238545

VMware VirtualMachineTemplate:Guest OSattribute shouldshow up bydefault

Without specifyingthe OS type, theprovisioning will fail.


PRB1238686

Designer willnot be ableto access theblueprint that iscreated

Blueprint designerwill not be ablesee the blueprintsthat are created/imported.






PRB1239011

AWS subnetname will beoverriddenby Object IDafter discovery/provision

The end userchooses the subnetwhen ordering aVM. If the instanceID shows up, theend user will not beable to choose thesubnet properly.


PRB1239076

KB0656348

Billing reportcost totalsare incorrectfor Europeannumber formats

1. Install I18N: German Translationsplugin (or another with same numberstyle).

2. Navigate to System Properties >System Localization and set thedefault language for the system tode.DE.

3. Set up and run AWS or Azure billingdownload.


PRB1241568

Catalog:Support for'Reference' typein the blueprintform

Form loads of theCatalog items in theCloud Portal of theCloud Managementapp in Jakarta areslow.


PRB1241902

Tags appliedto CFT are notsynced to AWS

Tags applied to CFTwhen provisioningthrough cloudservice catalog donot get synced toAWS.







PRB1242745

When aresource's tagvalues aretracked only on-instance andnot the cloud,the billing reportis not capturingthe tags

If a CloudFormationtemplate isprovisioned, a stackis created wherethe resources onthe ServiceNowinstance areassigned tags, butthe tags are not inthe cloud. In caseslike this, the tagsare not part of theCSV content ofbilling downloads,but are known to theinstance becausethey are linked withthe resource. Theobserved behavioris that this content istreated as having notag values.

ConfigurationManagementDatabase(CMDB)

PRB1197952

Run timeexception

Impact rules arestored in the ServiceModel (in thesvc_model_obj_impactruletable) for a BusinessService and eachimpact rule has arule type associatedwith it (e.g. CI,Cluster, Host etc)that is populated atthe creation time.When a customerchanges the impactrule (e.g. "Influence"value), the rulestored in ServiceModel gets updated.


PRB1242469

CMDBDashboard isnot workingcorrectly

CMDB dashboardis not populatingcompleteness/correctness scoreproperly.






PRB953561

Insert lockoptimizationchanges andqualifier insertlock changes

Count in trendgraphs for thehealth dashboard isincorrect if there aremore than one runson the same day.

CSMCommunities

PRB1025619

Deleting thetopic which hascontent rendersan error

When logged intothe communityapplication, deletingthe topics andforums which hascontent givesconsole errors.

CSMCommunities

PRB1240593

Login as a non-system adminin the searchresult page, the"Author" filterdoes not work

Search page"Authors" filtersare broken for non-admin users after anupgrade.

CustomerServiceManagement

PRB1184387

Anonymouschat is notworking

Guest user are notable to chat withan security error'Security restrictedwhen invokingprocessor'.

Discovery

PRB1206051

Unable toupgrade theMID Server

System commandsupgradenow andautoupgrade arenot working asexpected.





Discovery

PRB1238331

Discoveryschedules maynot complete ifthere are manyconcurrentpattern baseddiscoveries tothe same targetmachine

When there aremany horizontaldiscovery probestriggered at thesame time andtargeted to the samemachine, thereis a mechanismthat delays theirexecution based onproperty controllingthe number ofallowed concurrentsessions. Usersmay encountera situation thatthose ECC outputmessages will notbe processed at all,and the discoveryschedule will remain'active'.

Discovery

PRB1238866

Create therelationshipbetween a poolto its parentpool when theyare nested

Nested resourcepools in vSphereare not handledcorrectly.

Discovery

PRB1242682

Lookup Table:the lookuptables do notupdate as wellwhen changingthe identifier

Changing the lookuptables in the Loadbalancer identifierduring the serveris up and runningdoes not updatethe pattern lookupelements and thepattern failed inrunning and indebug.

EventManagement

PRB1238160

Secureconnectionfailed

BS groups with alot of groups fail toshow alerts in thedashboard.

EventManagement

PRB1239850

Service groupseverity isincorrect afterchanging aservice tomaintenance

Event Managementdashboard is notupdating colors ofService Groupsreflecting alertsunder them.





EventManagement

PRB964096

KB0634458

Node Countscheduled jobissues a slowquery in theisNodeLicensable()function

1. Create a large CMDB with more than10M records.

2. Run the job.

Note that the job takes a very long time tocomplete.

Express toEnterprise

PRB1240959

Clean upunrequiredcustomerupdates relatedto ACLs

While convertingback, the ACLs/ACLroles are unlockedin the conversionprocess.

FinancialManagement

PRB1236738

The budgetitems are notrolling up in thebudget preview

The preview consolefor budget plans inthe ITFM moduleis not working asexpected.

FinancialManagement

PRB1240545

Performanceissues dueto leaf levelgranularity inbreakdown lines

The cost allocationengine generatesbreakdown lines.Performance issuescan occur becausebreakdown linesare generated withleaf buckets. Inbreakdown lines,leaf buckets shouldonly get populatedfor bucket-basedrollups.

Forms andFields

PRB1105582

KB0634482

Imagesembeddedin HTMLcontent areunexpectedlyuploaded byTinyMCE everytime a record isopened

Inserting (pasting)an image into anHTML field attachesthe image to therecord. This changeis made to therecord, even if therecord is not saved.

1. Create an HTML field on the incidenttable.

2. Paste an image into the HTML field.

3. Reload the record.

An image is attached to the record andappears in the activity formatter.







Forms andFields

PRB1114743

KB0636099

"Print friendlyversion" is notworking whenusers have anattachment intothe record.

1. Navigate to an open Incident recordthat does not have an attachment.

2. Click the gear icon in the upper rightand select the Printer Friendly featurein the system settings.

It should display ok.

3. Attach a file to the Incident record andrepeat step 2.

The code shown in customer visibledescription is displayed at the bottom of thepage.

HumanResourcesServiceManagement

PRB1239129

Tabs are notshowing upwhen thelanguage isFrench

The 'HR TicketPage' tabs(Description,Attachment,Approval, Chat,and History) are notshowing up whenviewed in Frenchlanguage.


PRB719415

Some OOBonLoad clientscripts arecausing slowresponse timesfor the HRapplication

There are twoonLoad clientscripts on the HRapplication thatresult in slow(er)response times.

IT AssetManagement

PRB1239781

After anupgrade,an inactivechoice in theincident.statetable are re-activated

After users markedthe state choiceoption "AwaitingVendor" as "Inactive= true", it revertsback to "Inactive= false" after anupgrade.

KnowledgeManagement

PRB1235592

If only the UI15 plugin isenabled, post aquestion doesnot give theform

In the Knowledgehomepage, the"Post a question"functionality isnot working asexpected. Aninjector error isthrown in theconsole.






KnowledgeManagement

PRB934595

On the 'Askquestion' page(social_qa),users areunable to writein the fieldunder 'Title'

Users can aska question fromthe knowledgehomepage byclicking the button'Post Question'.This button willtake the user to the'Ask question' page(social_qa) wherethe user can typethe question in afield below the 'Title'field.

Lists

PRB1238913

The tags fielddoes not renderin list v2 whenpaginating orordering by acolumn

On-callScheduling

PRB956455

Rotationscheduledisappearsfrom 'Members'related liston a Roster(cmn_rota_roster)record

When creating aroster with the OOB24x7 schedule, therotation scheduledisappears frommembers related listwhen the rotationstart time falls withinthe same weekthe roster record iscreated.

PerformanceAnalytics

PRB1042304

Clicking theback buttonreturns to thehomepage

When 'Accessibility'is enabled, afterusers click to openthe scorecard onthe widget from thedashboard, it breaksout of the iframeand the back buttondoes not return tothe previous page.


PRB1186632

OnPerformanceAnalyticsscorecards, itis taking a longtime to displaythe score for theselected period

Users face "PageUnresponsive" / "NoScore" when runningthe PerformanceAnalytics Scorecard.






PRB996196

IE11: On thebreakdowntab of detailedscorecard,breakdownsare doubled ortripled

When theseduplicatebreakdowns areselected, accuratescores are notdisplayed.

Persistence

PRB1078092

[TPP/Clone]CMDB partitiontables are notcloned over,and recordsnot displayed incmdb_ci on thetarget instance

After cloning,the list views oncmdb_ci_server andcmdb_ci_servicedo not show theexpected dataanymore.

Persistence

PRB1154339

ImportingXML cancause somerecords to loseattachments

After importingXML, some recordsmay lose theirattachments.This issue occursbecause importingXML updatesdoes not followthe table locator.For example, ifattachments arestored on a SQLGateway, and anupdate set containsnew attachmentsto be imported,those attachmentsare written to theprimary databaseinstead.

Persistence

PRB1159519

Clone needsto skip ClothoConfigurationsys_clotho_config

Persistence

PRB1234751

Storagecolumn/aliasthat existsin multiplepartitions butnot all partitionsare erroneouslyclassified assynchronizedin a TPPresulting in SQLexceptions





Persistence

PRB1237963

Incorrect SQLissue

TPP dot-walkthrough a CMDBreference to afield with a nameidentical to a fieldon the driving tablewhere columns arestored in differentpartitions producesan incorrect SQL.

Persistence

PRB1241143

ClassDefNotFounderror appearson MetricBase'TestConnection'with MetricBaseHA setup

Persistence

PRB1241406

KB0657450

CMDB TPPmigration iscreating recordsin the cmdb$par1 table withsys_class_pathis NULL

CMDB TPPmigration is creatingrecords in the cmdb$par1 table withsys_class_path isNULL. As a result,some relationshipsare not showingon CMDB relatedlists and searchesagainst CMDBtables are notreturning all records.


Persistence

PRB1243178

Performanceissues canoccur duringCI creation orupdates

RW serializedrecord / CMDBcompact recordsshould not pullmetric data fromMetricBase (Clotho)for evaluation.

ProjectManagement

PRB1175271

Updating theactual end dateis updating theplanned enddate on projecttasks

When actualEnd date of theproject/project taskis updated, theplanned end date ofthe project/projecttask is set to actualend date.






ProjectManagement

PRB713420

Calendar pickeris not workingin the PlanningConsole

Calendar picker isnot working in thePlanning Consolewhen using BrazilianPortuguese orJapanese.

Reporting

PRB1085900

Widgets onPDF are notsorted in thesame orderas in thedashboard

Order difference ofthe widgets betweenthe dashboardand the PDF file isnoticed.

Reporting

PRB719960

When lookingat a list reportwith expandablefields (suchas 'Questions[+]'), the popupsdo not alwaysappear

For example, if auser is looking ata list report off ofthe incident tableand clicks 'Question[+]', the popupsinconsistentlyappear. In addition,list reports do notsupport questionsand this field shouldnot appear in theslushbucket.

Security

PRB1041779

KB0623167

Users who donot have thesnc_internalrole are unableto export PDF,Excel, and CSVfiles.

On instances withExplicit Roles plugin:

• RemoveHTTPAuthProcessorACL. The ACLis unnecessarilyrestrictive andhence removed.

• Starting withthis patch, forall existing ornewly createdProcessor[sys_processor]records withType=script, thesnc_internal roleis automaticallyadded to theRoles field if thefield is empty







ServiceAnalytics

PRB1238882

TimeSeriesmodels with nocontent are notsynced to MIDServers

ServiceCatalog

PRB1194586

KB0647496

g_form.clearValueon anyvariablestriggers anonChange ofthat field

When a clientscript callsg_form.clearValueon a variable, achange is detectedand triggers anyonChange clientscript for that fieldeven though thevalue does notchange.


ServiceCatalog

PRB1234171

The variableattribute"ref_ac_columns_search=true" does notwork in taskscreated by the"Catalog Task"activity in aworkflow

After adding thevariable attributes"ref_auto_completer=AJAXTableCompleter,ref_ac_columns=asset_tag;manufacturer,ref_ac_columns_search=true"to a catalogitem and submit,the attribute"ref_ac_columns_search=true"does not work on atask record createdby the "CatalogTask" activity in aworkflow.

ServiceCatalog

PRB1240968

KB0657126

Read-onlychoice fields oncatalog showsdropdownvalues

1. Add a drop down variable to a catalogitem.

2. Set the drop down variable to read-only using a UI policy.

3. Try the catalog item.

You will be able to see the options in thedrop down variable even if it is set as read-only.







ServiceMapping

PRB1168109

ServiceMapping issuewith additionalprompt

Many of theUNIX servers aresending one ortwo consecutiveprompts when tryingto login using SSH.Service mappingSSH engine wasnot able to deal withthat. As a result, allService Mappingattempts to discoverapplications onthose servers failed.

ServiceMapping

PRB1177213

Linux devicethat has snmpservice runningon themdiscovered asISAM device

The HD pattern ofISAM check thatthere is responsefrom the snmp querywithout checking theISAM string in it.

ServiceMapping

PRB1239501

The discoveryof SAM-premium relatedCIs changesfrom usingprobes to usingpatterns

During an upgradeto Jakarta, not allrelevant patternsare with horizontalpattern.

ServiceMapping

PRB1239868

Requestsprocessed atthat time willresult in anerror

When the WMICollector servicerestarts itself due tomemory problemsor other problems,requests processedat the time of therestart are lost.

ServiceMapping

PRB1240147

Hiddencharacters inpatterns

Hidden charactersadded cause theEVAL closure to fail.

ServiceMapping

PRB1240167

IIS patternstriggered in HDfailed

Many IIS patternstriggered in HDfailed because theW3WP.exe processis not running anymore.





ServiceMapping

PRB1240218

Tomcatdiscoveryterminatesince parsefile waitingfor passwordinstead usingfailover to nonesudo command

ServiceMapping

PRB1240298

Cloud accessMID customoperation doesnot work withthe proxy

Discovery of AWSdata centers fails inJakarta.

ServiceMapping

PRB1240342

Memory leakin the WMIcollector servicewill cause it torestart afterreaching theallowed limit

When the WMIcollector is highlyloaded, there isan increase in theunmanaged memoryheap usage. Oncethe limit is reached(currently 400MB),the WMI collectorrestarts.

ServiceMapping

PRB1240353

Wrongclassification onHPOM

The HPOM patterntriggered thehorizontal discoveryon ovcd process andcauses a discoveryperformancedegradation.

ServiceMapping

PRB1242240

"process on port- mac" causesthe processdetection to failon some certainOS types duringthe patternexecution.

Some customerswho have upgradedto Jakarta areexperiencing aregression in theprocess detectionphase of the patternexecution. Theproblem wasidentified as aresult of the systemexecuting the"process on port -mac".

Service Portal

PRB1240915

When typingthe polish letter"#" (Alt Right+ s), no textappears

In the search bar,type Right Alt + S,which should typethe character '#', butnothing happens.





Service Portal

PRB1244310

glide_list doesnot displayproperly whenthe referenceddisplay valuecontains acomma

A list containinga value with acomma separationwhen selected asa second or thirdchoice is being listedas separate values.

Service Portal

PRB715786

KB0622359

Autocompleteon referencefield/variablefails if thedisplay columnof target table istranslated_text

1. In the Dictionary, set display to Truefor sp_page.short_description field.

2. Create a new reference field on theproblem table, referenced table issp_page.

3. Add the new field to the Problem form.

4. Activate Spanish language plugin(This might take a while).

5. Switch to Spanish language.

6. Navigate to Problem form in normalUI.

7. Type mis in new reference field.

SoftwareAssetManagement

PRB1239091

ReconciliationUI page hasdisplayed withthe spinningwheel


PRB1242017

Softwarereconciliationdoes notcompletewhen there areentitlementswith an emptylicense metric

The SoftwareAsset Management"reconciliation"process is showing"In Progress" andnot running tocompletion.


PRB1242022

Discoverymodel missesare pushedback to CDSbefore thecontent hasbeen pulledand thenormalizationhas completed

The discovery modelwith match notfound has beenpushed to thecds_client_staging.This should not haveoccurred since theCDS pull has notoccurred and thenormalization jobhas not completed.







PRB1242037

Devicedropdown isnot filling up inprocurementbecause of 'isactive=true'for an invalidcolumn

CI selection whenperforming sourcingstep in SAMP SWrequest workflowdoes not provideany records toselect.

SurveyManagement

PRB1097408

ServicePortalSurveyprocessorneeds to havea 'public' roleassigned to it

Unauthenticatedusers are not ableto submit the surveyand receive an errormessage.

Templates

PRB934232

KB0657393

Cannot applya template toset a checkboxif anothercheckboxhigher on theform it is readonly.

1. Navigate to an Incident.

2. Add the Active and Made SLA fields tothe form and make sure that Active isabove Made SLA.

3. Right click on the Active label andselect Configure Dictionary.

4. In the dictionary record for activecheck the Read Only checkbox.

5. Save the dictionary record andnavigate back to the incident form.

6. Make sure templates are visible andcreate a new template which setsMade SLA to true.

7. Apply that template to the incidentform.

There is an error saying that the templatecould not be applied and Unable to updatefield 'Made SLA'.

If you configure the form layout again andmake the Made SLA field higher than theActive field, the template will work.

Time CardManagement

PRB1239711

Projects aredisplaying in theworker portaleven though noone is assignedat the projectlevel

The user seesthe project cardand gets an errorwhile submittinga time card thattime reporting ispermitted only at theproject task.






UIComponents

PRB1241110

Removecom.glide.k15_demoandcom.glide.service-portal.k16plugins

Update Sets

PRB1238818

UpdateMutex isnot reaped onthe node restart

The mutex ispresent andprevents otherupdate operationsfrom happening (likeplugin activation/update set previewand commit).

UpgradeEngineIssues

PRB1198005

Upgrade historyform layout notresetting onupgrade

The customizationsare kept after theupgrade. Therelated lists, formsections, and listlayouts are notreverted to OOTB.

UpgradeEngineIssues

PRB1235020

Unable to revertto the baseversion if thetarget recorddoes not have asys_update_versionwith a state ofcurrent

An error is thrownwhen clicking 'revertto base system'while resolvingconflicts on theupgrade history logtable for a recordthat does not have asys_update_versionrecord with a stateof "current".

UsageAnalytics

PRB1206188

Licensing datacollections thatrun on monthlyscheduleshave incorrectaccural_periodfor non-PSTtimezoneinstances

Even tough themonthly persistorjob runs on localtime (e.g. Paris localtime 1 am October2017), the API usedto decide the accuralperiod calculatesbased on server-time which is PST,hence the accuralperiod calculated isoff by 1 month.





UsageAnalytics

PRB1238204

Compliancereport"ApplicationUse Withouta PurchasedSubscription"shows no dataor incorrect data

Navigating to"ComplianceOverview" andthe third report"ApplicationUse Withouta PurchasedSubscription"shows no data orincomplete data/count.

Workflow

PRB1118243

Workflow stageis showingmultiple timeswhen a sub-workflowis added inJakarta

After havingupgraded theinstance to Jakarta,the RITMs show thesame stage multipletimes.

Workflow

PRB1238666

Stage valuesare duplicatedin the Stagefield

Duplicate 'RequestApproved(Approved)' appearin the list view ofrequested items.





Workflow

PRB1239361

The deletionof duplicateuser approvalscauses anincorrectevaluationof the groupapproval state

When a user is amember of multiplegroups that arepart of an approvalprocess, theresulting duplicateuser approvals aredeleted. The missinguser approvalrecords cause thegroup approval stateto be evaluatedincorrectly. Theexact behaviordepends onthe specificconfiguration of theworkflow and itsapproval activities,but can be either:

• Group approvalsthat auto-approvebecause all userapprovals in thegroup have beendeleted.

• Group approvalsthat hangbecause they arewaiting for a userapproval that hasbeen deleted.

Other Jakarta Patch 7 information

• Available system properties

One property is added: glide.security.disable_ui_pages_sysparm_client_script.• Explicit roles

• Effective with Jakarta Patch 7 and above: Content Management System (CMS) site access isalso affected. CMS is set up with Sites (content_site), Pages (content_page), and other resources.Some of the sites may have the Login page configured.

• If CMS sites do not have the Login page configured, the public role is automatically added to theRead Roles field on Pages (content_page) if the field is empty.

• If CMS sites have the Login page configured, the snc_internal role is automatically added to theRead Roles field on Pages (content_page) if the field is empty.



• Effective with Jakarta Patch 7 and above: For all existing Processor [sys_processor] recordsor newly created Processor [sys_processor] records with Type=script, the snc_internal role isautomatically added to the Roles field if the field is empty.

• UI page access

Do not use URL parameters to load client scripts in UI pages. The system no longer evaluates scriptsthat are passed by URL parameter. If your implementation depends on this behavior, you can Adda system property [glide.security.disable_ui_pages_sysparm_client_script] and set it to false totemporarily allow the evaluation of URL parameters passing scripts in UI pages.

Fixes included with Jakarta Patch 7

* Unless any exceptions are noted, you can safely upgrade to this release version from any of the versionslisted below. These prior versions contain PRB fixes that are also included with this release. Be sure toupgrade to the latest listed patch that includes all of the PRB fixes you are interested in.

• Jakarta Patch 6 Hot Fix 1 on page 128• Jakarta Patch 6 on page 129• Jakarta Patch 5 on page 150• Jakarta Patch 4 Hot Fix 1• Jakarta Patch 4 on page 174• Jakarta Patch 3 on page 208• Jakarta Patch 2 on page 244• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301

Jakarta Patch 6 Hot Fix 1

The Jakarta Patch 6 Hot Fix 1 release contains fixes to these problems.

For Jakarta Patch 6 Hot Fix 1: Build date: 12-11-2017_1028

Build tag: glide-jakarta-05-03-2017__patch6-hotfix1-12-05-2017








Fixed problem in Jakarta Patch 6 Hot Fix 1

Problem Short description Description

FinancialManagement

PRB1240545

Performance issues due to leaflevel granularity in breakdownlines

The cost allocation engine generatesbreakdown lines. Performance issues canoccur because breakdown lines are generatedwith leaf buckets. In breakdown lines, leafbuckets should only get populated for bucket-based rollups.

Fixes included with Jakarta Patch 6 Hot Fix 1


• Jakarta Patch 6 on page 129• Jakarta Patch 5 on page 150• Jakarta Patch 4 Hot Fix 1• Jakarta Patch 4 on page 174• Jakarta Patch 3a Hot Fix 1 on page 205• Jakarta Patch 3 on page 208• Jakarta Patch 2 on page 244• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301

Jakarta Patch 6


Jakarta Patch 6 was released on November 30,2017.

Build date: 11-22-2017_2104













Notable fixes




Forms andFields

PRB1155488

KB0636102

Document IDfield types areshowing thesys_id insteadof the displayvalue

When a document IDfield is set to read-onlyvia ACL or dictionary(sever-side methods),the field shows thesys_id instead of thedisplay value whenviewed in a form.


Lists

PRB1153993

The page valuein a list v2 inIE11 is notdisplayingcorrectly

When using List v2in IE11, changes topagination values arenot reflected. However,this works as expectedin Chrome.

AsynchronousMessageBus

PRB1177878

Queued AMBmessagescan pushsession waitersbeyond the'Max Waiters'threshold,resultingin ignoredrequests

AMB messages queuedfor delivery can pusha session's waitingtransactions beyondthe system's allowedmaximum amount. Theresult is that legitimateUI requests are ignored.







Persistence

PRB1169930

Slownessand potentialbrowser lockups

When attempting toadd extended fieldsof cmdb_ci (and likelyany other Table PerPartition) fields, largetable structures cancause adding thosefields to be slow, andpotentially locking thebrowser.

This may occur inany place whereusers are able to addextended fields using aslushbucket, like in thereport builder or whentrying to add dot-walkfields to forms using theform layout.

Discovery

PRB1204788

Performanceissues occurwhen multiple'discovery.phase.complete'events areprocessed

Processing multiple'discovery.phase.complete'events results in theconsumption of thesame sys_mutexkey, which causesperformance issues.

All Other Fixes

Problem AffectedPlugins

Shortdescription


Approvals

PRB1211255

ApprovalCoordinatorwith aManualApprovalchildactivityerrors outwhen pre-generatingapprovals

When using a ManualApproval activity insidean Approval Coordinator,any Generate activityfails to generateapprovals. The error"Cannot read property'duration' from null"appears in logs.




Shortdescription


Approvals

PRB1234664

Manualapprovalsskip whenincludedin anApprovalCoordinatoractivity withan error

Manual approvals haveunexpected results whenincluded in an ApprovalCoordinator. Symptomsmay include:

• Approval states areset to 'No Longerrequired' rather'requested'.

• Activity throws anerror "Cannot readproperty "total" fromundefined".

• Activity approves withresult=skipped evenwhen approvals exist.

Approvals

PRB1238554

Manuallycreatedapprovalrecordsare notrecognizedby theManualApprovalactivity

When multiple approvalrecords are added for aworkflow that uses theManual Approval activity,they are added in the'Not yet requested' state.If one of those approvalsare then immediatelyapproved, the ManualApproval activity will notcomplete.

Assessments

PRB1030756

AssessmentThecustomizedscheduledjob isoverwrittenduring anupgrade

The scheduled job'Cancel ExpiredAssessments' isoverwritten during anupgrade.

AssetManagement

PRB1237193

Normalizationstatusconditionissue

The normalizationpercentage of discoverymodels needs to beoptimized.

AssetManagement

PRB1238408

Fix thelog issuerelated toSoftwareAssetManagement




Shortdescription



PRB1197193

KB0639988

Leakinglistenerscauses thenumber oflisteners togrow whichimpacts theinstanceperformanceover time

1. Navigate to a task record,problem, incident, etc.

2. Check thesys_amb_channel_presencetable.

There is one subscription in yourname.

3. Leave the record from #2.

4. Check table again.

The previous subscription hasdisappeared as expected.

5. Repeat step #2.

6. Open a different tab and navigateto another task record.

7. Wait a couple of minutes and thennavigate back to first tab.

This triggers a resubscribe.

8. Open a third tab and navigate to atask record.

Check thesys_amb_channel_presence tablefor this third record. There are two ormore subscriptions.

Authentication

PRB1191689

Userscannot login with SSOwhile anupgrade isin progress

During the upgrade toJakarta (from Helsinki),logging in throughMultiple-provider SSOdoes not work. The errormessage indicates aninvalid signature.

ChangeManagement

PRB1107513

ChangeManagement- CABWorkbench

Thenumber ofattendeesis notupdated inthe CABWorkbench

CAB Workbench: Thecounter that shows howmany attendees are inattendance at a meetingis not being updated.





Shortdescription


ChangeManagement

PRB718692

KB0640003

ChangeManagement- StateModel,ChangeRequest

ChangeRequeststate fieldshows allstates onmobiledevices

When users view achange request ona mobile device, thestate field shows allavailable states, whichis not restricted to thevalid states for the statemodel.

Refer to the listed Known Error KBarticle for details.


PRB1182010

Certainresourcescript goesmissing onin-familyJakartaupgrades,whichcausesdiscoveryto fail

Discovery can fail whenthe upgrade overwritescertain resource scripts.


PRB1185034

VM onVMware:VMprovisioningispreventedby GuestOSshutdownandpower offcommands

While provisioning a VM,the application goes intopower off and guest OSshutdown stages. Thesestages conflict with oneanother, and the VMprovisioning does notcomplete.


PRB1195152

Azure:Blob-basedimagetemplatesare notbeingdiscovered


PRB1202568

CFTprovisioningfails

The VM does not getprovisioned successfully,and a metadata-relatederror occurs.





Shortdescription



PRB1204680

Changesto VirtualServerresourceblocksmakes theupgradedifficult

Modifying out-of-the-box resource blocks(such as adding newoperations and changingparameters) makesthese blocks difficult toupgrade.


PRB1204685

TheCatalogcustomizationis difficult

Making changes tocustomize generatedcatalog items is notpossible. Users have toredo the work each timethey modify one aspectof the catalog item.


PRB1235500

The AzureBillingdownloadresults inno datawhen thedownloadedCSVcolumnheadersarelocalizedto a non-Englishlanguage

The Azure BillingSchedule runssuccessfully but cannotretrieve any data. TheAzure Cost import setshows 0 records forInsert.


PRB1235890

Azurediscovery:List nodesget stuck atprocessing


PRB1074354

ConfigurationManagement(CMDB)

Theedit_ci_relationsACL is notinvoked forthe new 'CIRelations'formatter

Users are no longerable to add a newrelationship, Whenattempting to savethe relationship, usersreceive an error "Failedto add relationships".




Shortdescription



PRB1238584


[QueryBuilder]Userscannot adda queryfilter whenServiceMapping isenabled

Users are not able to runthe queries and filter outthe null values.

CorePlatform

PRB1077509

Duplicatesubmitsresult inunique keyviolationsandduplicatetasknumbers

Duplicate incidentrecords are createdwith the same incidentnumber.

CorePlatform

PRB1235252

Anexceptionis thrownwhen thetransformmap callsthe scriptincludefunction

The scoped transformmap script isencountering anexception whenattempting to call ascoped script includefunction.

CorePlatform

PRB650586

Undercertaincircumstances,all recordsin a tablecan getupdatedincorrectly


PRB1021742

ACL addedby theCustomerServiceManagementpluginrestrictsthe readoperationfor userswho do nothave the"snc_external"role

When the CustomerService Managementplugin is loaded, itadditionally loads theCustomer ServiceBase Entries pluginwhich contains arestrictive read ACL onsys_user.sys_id, whichprevents users fromquerying the sys_usertable by sys_id.




Shortdescription



PRB1178216

CustomerService

Approvalprocessdoes notwork in thebusiness-to-businessregistration

Self-registration on thebusiness-to-businessCustomer ServiceManagement portal doesnot work correctly.

EdgeEncryption

PRB1075054

KB0656318

Encryptionrules arebeingrecompiledon everyrequest andmay causeslowdownon theproxy undera large load

Rule recompilationcauses slowness onthe proxy after a certainthreshold of requests perminute.


EdgeEncryption

PRB1109300

Users areable toschedulea proxyupgrade fornon-Jakartaproxies

Through the ScheduleUpgrade feature inJakarta, users should notbe allowed to upgrade anEdge Encryption proxywhich has not beenupgraded to Jakarta.

EdgeEncryption

PRB1236678

Executingthe guid filegeneratesan error

Running the proxy keepstrying to read the guidfile. When there are anyissues in accessing thefile, the logs are filledwith errors.

Email

PRB1162252

KB0640042

Emailnotificationcategoriescreated oninstancesdo notsharethe samesys_id

1. Upgrade to a release from Jakartaon two similar systems (forexample, cloned instances).

2. Export one notification from one ofthe upgrade systems and import itto the other system.

3. Open the notification on the newsystem.

Note that the Email Category is notdisplayed.






Shortdescription


EventManagement

PRB1173838

Eventsmigratedto Jakartacannot beupdatedunlesscreate_alert_freqandcreate_alert_intfields arepopulated

The record update failsand an error message'[code]<img src="https://hi.service-now.com/b6d8578adb89cb04852c7a9e0f961923.iix"height="" width="" >[/code]' is returned.

EventManagement

PRB1234662

Multipleissueswith EventManagementafterupgradingto Jakarta

After an upgrade toJakarta, legacy bindingby rule (to a specific CItype) fails to work anddoes not create alerts.

EventManagement

PRB1234970

Upgradingevent rulesusing theUI actionfails

Event rules, whichinclude the sys_domainfield in their filters, arecorrupted after using theSave and Upgrade UIaction.

ExpresstoEnterprise

PRB1040949

Duringupgrade,the choicelist for thechangerequeststate andtype isreverted tothe Expresschoice list

Applying a quarterlypatch to the instancecauses the sys_choicerecords to revert toExpress default valueson an Enterprise version.

FinancialManagement

PRB1171752

BudgetConsoledoublesbudgetedamountswhen ademand isconvertedto theproject, anda budget isrepromoted

Issues occur when aportfolio has submitteda budget plan with ademand included in thebudget, and the demandis converted to a project.When the portfoliobudget is repromoted,carts overstate thebudget for the portfolioin the budget console bythe amount.




Shortdescription


FinancialManagement

PRB1209942

FinancialManagement

BudgetConsoleDrill detailat a periodlevel doesnot workcorrectly

In the budget console ina per period breakdown,the drill detail does notshow the period amountfor the budget data. Theconsole drill only showsthe full year amounts.

FinancialManagement

PRB1235884

ProjectPortfolioSuitewithFinancials

Cost plansspanningacrossfiscal yearsare notpromoted

The portfolio is notpromoted when costplans spanning acrossfiscal years are selected.

FormsandFields

PRB1195085

Currencyfield thatis set toread-onlythroughUI policyor clientscript doesnot honorthe changein valuesmadethroughclientscripts

1. Make a field of type currency.Through a UI policy or clientscript, make the field read-only.

2. Use a client script org_form.setValue to change thevalue of the currency in the field.

3. Right-click on the header andsave the form.

Note that the value goes back to theoriginal value of the currency.

FormsandFields

PRB1238856

TinyMCEHTMLFieldEditor

Unable toupgradeTinyMCEeditor to fixissues

Import /Export

PRB921801

KB0623472

LDAPintegration:Browsingfrom theLDAPserver formshows thefilter as"undefined"rather thanbeing blank

1. Navigate to a valid LDAP server,and then open an LDAP OUDefinitions record.

2. Click Browse.

Note the text "undefined" in the Filterfield.





Shortdescription


KnowledgeManagement

PRB1165724

KnowledgeManagementV3

KBworkflowstatehistoryis notupdatingcorrectly inJakarta

When the KB articleworkflow field ischanged, the result isrecorded incorrectly inthe history.

KnowledgeManagement

PRB1173529

KB0647755


'UpdateAll' and'Updateselected'functionalitiesare notworking fornon-adminusers

When a user withlist_updater andknowledge_admin rolesclicks on the update allor update selected optionin the knowledge list, ablank screen appears.


KnowledgeManagement

PRB1175038


After anupgradeto Jakarta,the 'News'page(kb_list.do)no longerdisplaysarticles

When a user addsa 'Knowledge base'widget and clicks on the"More..." button, the listof KB articles is empty.

KnowledgeManagement

PRB1181275

KnowledgeAdvanced,SubscriptionsandActivityFeedFramework

Subscriptionsare notcopiedwhena newversion ofarticle ispublished

When users whoare subscribed to aknowledge article checkout and publish thearticle, they are not auto-subscribed to the latestversion of the article.Therefore, they do notreceive any notificationsfor the actions on thisarticle.

KnowledgeManagement

PRB1184895


TheJavaScripterrorin IE11causes theadvancedknowledgesearch tofail

When users use theSearch Knowledgefunctionality from anincident record, thefollowing JavaScript errorappears in the console:Object doesn't supportproperty or method'getElementsByTagName'.





Shortdescription


KnowledgeManagement

PRB1200463

Searchingfor a KBarticlereturns anoutdatedversion

In the global search,searching for a KB articlewith versioning enabledreturns an outdatedversion, instead of thepublished one.

KnowledgeManagement

PRB743858

KB0623721

The imagesize islost whena Worddocumentis importedto theknowledgebase

1. Import a Word document bydragging and dropping the file tothe Knowledge Homepage andfollowing the instructions in thepop-up window.

2. View the article.

Note that the image size and the textposition are not correct.

Lists

PRB699028

KB0639090

Users canstill use 'GoTo' searchfor tagsin a list,resultingin an error:Unknowncolumn'task0.sys_tags'in 'whereclause'

1. Go to /incident_list.do to accessthe incident table.

2. Click the gear icon and add theTags column.

3. Click the column header searchicon (magnifying glass).

Note that the header search doesnot work.

4. Select tags from the Search or GoTo field in the list column header,fill in the search term, and search.

Note that errors occur when searching.

PasswordResetApplication

PRB1184610

PasswordReset

SecurityQuestionsEnrollmentquestionsblocksectiondoes notshow up

The Security QuestionsEnrollment questionsblock section does notappear on the enrollmentpage for non-Englishlanguages. Also, whenthe UI is changed to alanguage other thanEnglish, the verificationmethods 'Enter email'and 'Confirm email' givean error.






Shortdescription


PerformanceAnalyticsApplication

PRB1079651


Migrationruns slowon largepa_scorestables

1. Create a scores table with ~100Mscores using the data generator.

2. Run migration.

Expected behavior: Migration isfinished within 2.5-3 hours.

Actual behavior: Migration was runningmore than 4 hours.


PRB1068366

Dashboardscan beshared withinactiveusers


PRB1202996


The scoremigrationprocessfails onthe scorestable

If a scores table containsover three billion scores,the migration processwill not completesuccessfully.


PRB1203508

Changein Datefrom thedate pickeron thescorecarddoes notreflect onthe chart

On a PerformanceAnalytics scorecard, if auser loads the recordstab and navigates to thechart tab to change thedate, the change in Dateis not correctly reflectedin the chart.


PRB752173


Time seriesapplied ona formulaindicatordisplaysthe formulacolumnwith theconfiguredprecision

Formula calculationtakes the value withoutconsidering the precisionon the automatedindicator. On theformula, the Score tabdisplays the scores forthe formula with theprecision set on thoseindicators, but the resultis actually based on theactual values.

The formula is no longerdisplayed on the Scoretab if a time series isapplied on the indicator.




Shortdescription


Persistence

PRB1164917

The TPPcolumnmigrationdoes direct/raw alterswhen itshoulddo onlinealters

Persistence

PRB1184155

Thepartitiontable whichjoins inCMDB(TPP)are notadded fortranslatedfields

Persistence

PRB1205143

Theoptimizeris trying tooptimize forthe ORDERBY whenit is betterto optimizefor theWHEREclause

After an upgradeto Jakarta, the newstructure of the CMDBtable can cause theMySQL Optimizer tochoose the index onthe ORDER BY field,even though it would bemore efficient to choosethe index based on theWHERE clause. Thiscan lead to performancedegradation for CMDBqueries that fit thiscriteria.

Persistence

PRB718363

Searchingin the datefield givesan error

When users try tosearch for a date (MM-dd-yyyy) using the'list header search',the following error isreturned: "General DataException detected bydatabase (ORA-01843:not a valid month)".




Shortdescription


Reporting

PRB1017889

Calendarreportdoes notdisplay the'Start Date'spanningto the'End Date'correctly

When a report is createdwith the Calendar type,the end date is exclusive.

Reporting

PRB1204046

Accessinga publicreport ofthe typelist deletesthe defaultrecord ofthe reporttable fromsys_ui_list,causing thedefault listfor a tableto revert toits system-generatedversion

Accessing the resultsof a public report fromthe type list causesthe default record fromthe sys_ui_list tableto be deleted. Any listlayout configured bythe administrator is lost.In addition, a record iscreated by the guestuser on the sys_ui_listtable with an empty Viewfield.

Reporting

PRB956246

KB0655935

A bar reportwith stackby doesnot showstackedbars in theexportedPDF

1. Create a stacked bar chart forsteps to create a stacked barchart.

2. Save the report.

3. Export the report as a PDF byclicking Export to PDF on thedrop-down next to Save.

The bar chart does not have stackedcolumns.

RiskManagement

PRB1155186

GRC:RiskManagement

Risk SLEsand ALEscurrencyshouldalways beconsistent

Risk calculation is notworking if the instancedefault currency isdifferent from the defaultUSD.

SecurityApplications

PRB1236121

TrustedCircles:cloningshould notclear thesn_tis.central.urlproperty

Cloning should not clearthe sn_tis.central.urlproperty for potentiallypreviously registeredinstances.





Shortdescription


ServiceCatalog

PRB1192151

KB0656699

AutomatedTestFrameworkfails whena catalogitem doesnot use thefunctionality'use cartlayout'

1. Navigate to Automated TestFramework > Tests.

2. Run a test on a catalog item formthat does not have Use cart layoutchecked.

In the Test Results, observe thefailure: "FAILURE: Order Now buttonwas not found".

ServiceCatalog

PRB1194586

KB0647496

TinyMCEHTMLFieldEditor

g_form.clearValueon anyvariabletriggers anonChangeof that field

When a client script callsg_form.clearValue ona variable, a change isdetected and triggersany onChange clientscript for that field, eventhough the value doesnot change.


ServiceMapping

PRB1108679

KB0647830

WMI failedto executethe WMIcommandon the MIDServerlocalhost

Symptoms include:

• The MID Server throws the error"Failed to communicate with theWMI collector service."

• The WMI service is stuck in startingstate.

• The WMI service consumes a lot ofCPU.

Check the WMI collector errormessages in the MID Server logs forfurther confirmation.

1. Navigate to MID Server >Servers.

2. Select the affected MID Server.

3. Under Related Links, click GrabMID Logs.

ServiceMapping

PRB1166415

MID Serverthreads arehangingupon theexecutionof certaingroovysteps

MID Server threads arehanging during serverdiscovery, which triggermany horizontal patternsfor the same target.







Shortdescription


ServiceMapping

PRB1234649

KB0647826

The patternexecutionmay hangwhenusers tryto restartthe WMICollectorService

Symptoms include:

• Slow Discovery or Discoverytimeout

• Unresponsive MID Server

ServiceMapping

PRB1235886

Businessservicemap is notdisplayedand givesan error

On certain maptopologies, businessservice maps fail to loadwith an error 'Cannotdisplay the map: Foundlink with invalid source/target'.

ServicePortal

PRB1183749

NGsharedcomponents

Presencerequiresthreemessagesthat are notprovided bythe server

Presence requires threemessages that are notprovided by the server("viewing", "maybeoffline", "entered").

ServicePortal

PRB1234756

SCSSBootstrapTheme

Referencefieldsdo nothighlight(EditableHighlight)whennavigatingthrough"Tab" key

When users use thekeyboard to navigatethe variables on anitem, reference fieldsthat contain a value donot indicate they arethe current element in'focus'.

ServicePortal

PRB1235418

Inactivearticles aredisplayedin the 'KBCategoryPage'widget

If a Knowledge article(kb_knowledge record)has been made inactive,the article should not beseen in the standard UI(i.e. in $knowledge.do).However, inactivearticles are visible inthe 'KB Category Page'widget.





Shortdescription


ServicePortal

PRB1236217

ServicePortal -Core

glide_listfieldsand Listcollectorvariablesdo notdisplaycorrectlyif thereferencedrecords'displayvalueshavecommas

1. Navigate to Service Portal ServiceCatalog.

2. Add 2 comma-separated namesto the field labeled.

Expected behavior: Names are addedaccordingly. Example: [Abel,Tuter][Abraham,Lincoln]

Actual behavior: Names are addedincorrectly. Example: [Abel] [Tuter]

ServicePortal

PRB830424

ServicePortalSocialQA

TheTaggedQuestionList widgetis not fullytranslated

If using a differentlanguage than English,the widget will not becompletely translatedand 'Newest' will show inEnglish.


PRB1116453

SoftwareAssetManagementPremium

ScheduledSoftwareContentLibrary pullerrors out

In some instances, thescheduled softwarecontent library pull errorsout due to HTTP 429(too many requests).


PRB1194507

When thereclamationworkflowmakes acall to CSDto reclaima softwareinstallation,aconfigurationrecordfor theDiscoveryModel isnot created

When the reclamationworkflow makesa call out to theCSD application, aconfiguration recordshould be created forthe Discovery Model;otherwise the workflowdoes not work properly.




Shortdescription


UIComponents

PRB1199371

Retinaicons maybe cachedeventhough thefile contentchangesafterupgradingfromHelsinki toIstanbul

After an upgrade fromHelsinki to Istanbul, thebrowser may continueto use previouslycached icons instead ofdownloading new ones.This causes items in theUI to display the wrongicon.

UIComponents

PRB1237672

When thereis a validsessionwith anIDPinitiatelogin,RelayStatedoes is notmaintainedwhen IDPsends aSAMLresponse

IDP sends a SAMLresponse for eachrequest, even though auser has a valid session.

UsageAnalytics

PRB676339

SubscriptionAdministrationBase

Usageadminscannot seeuser roles,but seekeywordsinstead

Admins can see and useroles in creating usersets. However, usageadmins cannot see rolesin the forms or assignusers to the sets basedon roles.

Workflow

PRB1234695

In IE11,updating anactivity ina workflowmakes thepop-upbecomeblank

When users update anactivity in the workflow,the pop-up becomesblank in IE11. The pop-up disappears afterusers click Update inother browsers (Chrome,Firefox).




Shortdescription


Workflow

PRB1239361

Thedeletion ofduplicateuserapprovalscauses anincorrectevaluationof thegroupapprovalstate

When a user is amember of multiplegroups that are part ofan approval process, theresulting duplicate userapprovals are deleted.The missing userapproval records causethe group approvalstate to be evaluatedincorrectly. The exactbehavior depends onthe specific configurationof the workflow and itsapproval activities, butcan be either:

• Group approvalsthat auto-approvebecause all userapprovals in thegroup have beendeleted.

• Group approvals thathang because theyare waiting for a userapproval that hasbeen deleted.



• Jakarta Patch 5 on page 150• Jakarta Patch 4 Hot Fix 1• Jakarta Patch 4 on page 174• Jakarta Patch 3a Hot Fix 1 on page 205• Jakarta Patch 3 on page 208• Jakarta Patch 2 on page 244• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301




Jakarta Patch 5


Jakarta Patch 5 was released on November 2,2017.

Build date: 10-25-2017_1637








Notable fixes




UserExperienceEngineering

PRB1156612

KB0635388

Admins cannotimpersonateusers afterupgrading toJakarta Patch 2

After an upgradeto Jakarta Patch 2,admin users cannotimpersonate ITIL usersor users without anyroles.

In this example, the demo data user FredLuddy has itil and admin roles, BernardLaboy has the itil role, and Abel Tuter hasno roles.

1. Impersonate Fred Luddy.

2. Impersonate Bernard Laboy.

3. Try to impersonate Abel Tuter.

No records appear in the users list so youcannot impersonate any user.









Persistence

PRB635272

KB0598290

Trying to groupby a field witha column namelonger than30 charactersresults inthe label ofthe groupdisplaying"(empty)"

If users try to group by afield with a name longerthan 30 characters, thelabels show as "empty"even though the resultsunder the group arecorrect.


EventManagement

PRB1175385

KB0639200

The EventManagementdashboard andthe ServiceMapping mapare redirectedto the homepage

When the Chromebrowser is upgradedto version 61.0.3163,the Event Managementdashboard and theService Mapping mapare redirected to thehome page.


UIComponents

PRB1102307

The formsectioncaptions arenot translatedin the UpgradeHistory moduleor any module

The form sectioncaptions are nottranslated in theUpgrade History module.

1. Change the language to any languageother than English.

2. Navigate tosys_upgrade_history.list.

3. Open any record on the list.

The form section captions for the UpgradeHistory Details and Review SkippedRecords modules are not translated.







Chat

PRB733150

Idle Countdownnever timesout even afterseveral minutesof inactivity

After several minutesof inactivity, the IdleCountdown doesnot time out theuser. The ConnectSupport propertiesconnect.support.idle.count_downandconnect.support.idle.delayare not working asdescribed in ConfigureConnect Support chattimeout.

Prerequisites

• Use two browsers, such as Chromeand Firefox.

• Set the Connect Support propertiesconnect.support.idle.count_down andconnect.support.idle.delay.

Steps to reproduce

1. In Firefox, impersonate an end user,such as Abel Tuter.

2. In Chrome, impersonate a chat agent,such as David Loo.

3. Initiate a chat for the end userby entering any queue (e.g. HRSupport: $chat_support.do?queueID=aeb40252d7133100816403548e610363).

4. As David Loo, respond to the chatafter accepting it into your queue.

Expected behavior: After 20 seconds ofinactivity, the end user should get a timerfor a timeout alert. After an additional 10seconds, the user should get removedfrom the chat session. The agent shouldget a message that the user has left thechat session.

Actual behavior: After several minutesof inactivity, nothing happens on the enduser side.

Import /Export

PRB1155952

KB0639042

Transforminga 'Basic Date/Time' to 'Date/Time' fieldcreates aNullPointerException

When a date field isconfigured for an importfrom an Oracle databasewith JDBC, the relatedfield is created as a'Basic Date/Time' field inthe staging table. Whenthis field is configuredto be transformed to a'Date/Time' field in thetarget table, it gives anerror.



https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/use/collaboration/task/t_ConfigureSupportChatTimeout.html





All Other Fixes



AssetManagement

PRB1106979

JavaScripterrors appearon recordsstored on tablesamp_software_model_result

These errors appearon OOB Jakartainstances whenthe Software AssetManagement,Software AssetManagementPremium, andProcurement pluginsare enabled.

AssetManagement

PRB1183889

PA reports aremissing a filtercondition

The correct filteredset of records is notalways shown.


PRB1149655

KB0639979

Unable tocreate ATFinput or outputvariables withtype reference

Users are unable tocreate ATF input oroutput variables withtype reference. The'Reference' field isrequired, but it doesnot appear on theform.

1. Create a new Step Configuration withany values for all the required fields.

2. On the step configuration detail formfind the Input Variables Related Listand click New.

3. Set the input variable Type toReference.

The form section that enabled the userto set the reference association is notavailable.

ChangeManagementConflictDetector

PRB1103073

If an affectedCI is a childwith manyparents, conflictdetection canlead to highmemory usagewhen checkingfor conflictdetection






Chat

PRB1082395

KB0634408

The Chatwindow doesnot open andconversationsare notdisplayed onthe sidebar

The Connect Chatwindow does notopen. Conversationsare not displayedon the sidebar forusers that belong tothe same chat groupif one of the user'suser ID has beenchanged.

1. Impersonate a user (for example, AbelTuter) and create a new incident.

2. Assign the incident to a different user(for example, David Loo).

3. Impersonate David Loo.

4. Click Following.

5. Open Connect Mini/Full.

6. Attach a file from the chat.

7. Rename Abel Tuter's user ID.

Note that neither Abel nor David are able tolaunch the Connect Chat window and theconnect sidebar does not show any of theconversations/chats that the users are partof.


PRB1153803

Order fails withan Java error

If the CMDB's nameis unique and a usersets the stack nameto be the same viaa policy, the orderfails.


PRB1179262

Not ableto sendCustomSpecNameattribute tovSphere

While provisioninga VM on vSphere,users are unableto send theCustomSpecNameattribute which hasto trigger a certainCustom Spec scriptto be executed onthat VM.


PRB1176126

Cloud MgmtAPI causes VMfolder to usedefault values,sometimescausingunpredictableuser experience

The CloudManagementvCenter APIcauses VM Folderto use defaultvalues from atemplate, which cansometimes cause anunpredictable userexperience.

1. Create a virtual machine item boundfor a vCenter datacenter.

2. Deny access to the vCenter serviceaccount to use the chosen VM Folder.

The VM is provisioned to the template'sfolder instead of the chosen/denied folder.







PRB1199304

Azure alertdoes not workfor instanceswhose namesare more than12 characters

Configure an Azure alert for an instancewhose name is more than 12 characters.

The user does not receive events, andthere is an error on the Azure side: "Theaction group short name <instance-name>is too long. Please specify a short namewith '12' or less characters".


PRB1165719

When theglide.ui.i18n_testproperty isset to true,parametervalidation doesnot occur

This issue canoccur when theglide.ui.i18n_testproperty is set totrue, or when theDutch languageis enabled,which causesall provisioningrequests to fail.


PRB1203198

Node credentialcreation fails topick up imagecredentials

1. Set up a CMP with Cloud Accounts,OS Profile, and Compute Profiles.

2. Order a VM on a cloud that isconfigured in step 1.

Randomly, the VM node credentials will notpersist properly.


PRB1180589

No associationbetween Subnetand AvailabilityZones in AWS

1. Provision a VM with approval.

2. Navigate to an Approval record.

3. Through the Summary of the itembeing reviewed, navigate to RequestItem.

The summary of Request item on approvaldisplays sys IDs, and sys IDs are displayedin variables.


PRB1203162

VMwareVMWareConfigureWindowsProbe:Time zonegetting parsedincorrectly whenprefixed withzero

VMWareConfigureWindowsProbedoes not parse timezones correctly,which can lead toerrors.

1. Install the CMP plugin.

2. Order a VM.

3. Try any operation on the VM which isunder a policy.

4. Cancel the Change request.

The Operation WF is canceled.






PRB1204670

Discover EC2keys

EC2 SSH keys thatare provisionedin AWS shouldbe discovered(Key labels andfingerprints) so thatthey can be usedlater at the time ofprovisioning.


PRB1154652

After VMsin Azure aredeprovisioned,managed disksare left behind


PRB1196410

If there areduplicatefolders inVMware underdifferent datastores, VMprovisioningfails

1. Set up a folder in two datastores undervSpheres.

2. Provision a VM on vSphere.

Provisioning fails.


PRB1204661

ARM /CloudFormationtemplates(CFT) metadatashould tieparameters toresource pools

ARM and CFTparameter metadatashould relate backto resource pools inServiceNow. Thiswill allow catalogforms created fromARM and CFT tooffer a contextuallyrelevant drop-downselection to theend user insteadof a free-form textthat is error-proneand results in failedrequests.


PRB1153830

Payload sizeerror duringAzure discovery


PRB1164267

If error'd stackhas activeresources, thequota will not beconsumed

Quota calculationallows users to orderless than what theycan consume.






PRB1195487

Capacitycheck shouldhappen withProvisionedresource only


PRB1204660

Deprovisionoperation ona stack onAzure leavesresourcesrunning

Deprovisioningan operation on astack provisionedvia ARM templateshould deprovisionall resources thatwere provisionedthrough that saneARM template.This includes theresources that arenot modeled asfirst class entities inServiceNow.

ConditionBuilder

PRB1162225

[More than][Less than]filter does notwork with datecomparisons inJakarta

1. Create a new report on the incidenttable that runs a single score.

2. Add condition that does a dateconversion, such as: Created "is lessthan" 14 Days before Assigned On.

The report results in the error "ERROR:Error processing request: null".


PRB964340

Metric namesare nottranslated

In the CMDBhealth dashboard,metric names(Completeness,Compliance,Correctness) are nottranslated.


PRB1202122

Therelationships donot show afterCIs are addedusing the newformatter

The new CIFormatter does notwork as expected.User-added newrelationships areshown intermittently.

Core Platform

PRB1192063

Some modulesand tables arenot appearingas expected





Core Platform

PRB899921

Exporting toCSV file froma list filteredusing 'contains'or 'starts with'operators doesnot considertranslations,and incorrectdata is exported

CSMCommunities

PRB1209386

Communitiesform adminscannot see theAccept buttonin the answerssection, andthey cannotchange Acceptto true orfalse viakb_social_qa_answer_list

For Communityusers with thesn_communities.adminrole, the Acceptbutton is not visiblein any record in theAnswers section.The answers thathave been providedare also hiddendue to securityconstraints. Asa Forum admin,the users shouldhave the ability toAccept an answeras correct.

1. Install the Communities plugin.

2. Provide the sn_communities.adminrole to a user who does not have theadmin role.

3. Impersonate the user.

4. Navigate to Community > Answers.

5. Open any record.

The Accept button is missing for the user. Ifthere is any answer provided, the record ishidden due to security constraints.


PRB967378

KB0634950

An upgrade toa newer versionbrings backdemo data forthe CustomerServiceManagementDemo Dataplugin

If an instance hasthe CSM demo Dataplugin activatedand has removedthe demo datamanually, anupgrade to a newerversion brings backthe demo data thatwas deleted.

1. Activate the CSM Demo Data plugin.

2. Remove the demo data and delete therecords manually.

3. Upgrade the instance to a newerversion.

The demo data is brought back to theinstance.

DataCertification

PRB1171743

KB0639495

Demo datais causingcertificationschedules torerun

Certificationschedules areunnecessarily rerun,which causes moreinstances and tasks.


Discovery

PRB1170979

HP servicemanagerclassifier needsto have astronger matchcriteria

The ECC queue canget overflowed withunnecessary tasks,which leads to slowperformance.







Discovery

PRB1179547

KB0635899

MID Serverdowngradingfrom Jakarta toany pre-Jakartarelease fails

Downgradingthe MID Serverfrom Jakarta orlater to any pre-Jakarta release failsbecause of a failingpre-upgrade check.

1. Connect a MID Server to aprovisioning instance in Jakarta (MIDServer up and validated).

2. Request an upgrade to any pre-Jakarta release, for example, Helsinki.

3. After downgrading to the pre-Jakartainstance, look at the MID Serverrecord.

Note that the MID Server failed and isdown.

DomainSupport

PRB1068290

DomainSeparation(com.glide.domain.msp_extensions)installs ProjectManagement v3

Thecom.glide.domain.msp_extensionsplugin includes theinstall_project_managementglidefix script.

This script checks tosee if either ProjectManagement v2 orProject Managementv3 is alreadyinstalled. If neither isinstalled, it will installProject Managementv3.

DomainSupport

PRB1171334

The domainplugin shouldnot beactivated as adependency ofany other plugin

The domain pluginshould not beinstalled as adependency ofanother plugin.The attributeallowed_as_dependencyneeds to be set tofalse.

EdgeEncryption

PRB1208956

GUI installerfor the EdgeEncryptionproxy fails todownload therequested EdgeProxy fromany HTTPSinstance






Email

PRB1112872

KB0639929

Content fromstyle tagsdefined in emaillayouts arerendered asHTML whenapplied to a V1notification

In some cases, thestyle definitions forthe unsubscribeand notificationpreferences linksin the Unsubscribeand Preferencesemail layout are notrendering properlyin Outlook clients.Style tags anddefinitions arevisible in the email.


EmbeddedHelp

PRB1075492

KB0640062

Admin users donot have accessto EmbeddedHelp > HelpContent

When adminsnavigate toEmbedded Help> Help Content inJakarta instances,the list is notdisplayed. Userswith the admin orembedded_help_adminroles should beable to view HelpContent.

As the admin user, navigate to EmbeddedHelp > Help Content.

Note that the list is not displayed.

For more information, see the productdocumentation topic Embedded help.

EventManagement

PRB1184567

Zabbixconnector failswhen a field(item) is missingon the triggerlist

The connectors failwhile accessing anull field.

EventManagement

PRB1165126

Duplicate eventrules are beingcreated inJakarta


PRB1201241

Istanbul andlater - Aftera conversionfrom Express toEnterprise, the* ACL needs togrant accessto admins bydefault

Instances thatare convertedfrom Express toEnterprise show asecurity constrainterror message foradmins where noACL is defined.This issue affectsIstanbul and laterinstances.








PRB1201552

On convertedinstances,admins areprevented fromaccess to manytables

After convertingfrom Express toEnterprise, adminscannot access manytables.

FinancialManagement

PRB1173476

Data movementissue betweenGl Cleansedand GroomedTable for newEntities

The Cost Centerdata does notmove up into theGroomed tableafter the bucketingengines runs, whichprevents users fromsplitting buckets bycost center at theallocation stage.

Forms andFields

PRB1204839

Slowness afteran upgrade toJakarta

List loading for"Cases Opened" or"All Cases" takes upto 10-15 seconds.This issue relates tothe list containing acategory field, whichis set to a choicetype field.


PRB1100767

Users cannotedit V1 catalogwhen both V1and V2 pluginsare installed


PRB1196562

Users areunable toacknowledgea policy if theirpasswordcontains a "#"

In the HR ServicePortal, usersare unable toacknowledgea policy if theirpassword containsa "#". An alert"Password isIncorrect!" is thrown.





IncidentManagement

PRB1184650

KB0636123

Cleanup ofresolved/closed-relatedfields causesdata loss forusers whocustomized theincident state

A business rule wasintroduced to cleanup the resolved/closed-related fieldswhen the incidentstate changes andthe new state is notresolved or closed.This businessrule relies on theResolved Closedand Canceledincident statesto specify underwhich conditions thebusiness rule shouldrun. However, if theuser customized theincident states, therule will be triggeredunexpectedly,cleaning up theresolved/closed-related fields when itshould not.


IT OperationsManagement

PRB1165066

KB0647580

Data retentionpolicy needsto be updatedfor OperationalIntelligenceplugin


KnowledgeManagement

PRB1156388

KB0639327

Parametersin URL arestripped whenvisiting anyother page after'kb_search'in Knowledgeportal

When theKnowledge ServicePortal is enabledand some navigationmenus are addedto it, after visitingthe kb_searchpage, all URLs forsubsequent ServicePortal pages aretrimmed, whichcauses an error.

1. Make sure that the Service Portal andKnowledge Management - ServicePortal plugins are active.

2. Navigate to Service Portal > Portalsand open the record for Service Portal(/sp).

3. Change the Homepage from index tokb_home.

4. Go to /sp and search for "email".

5. Choose Service Catalog in theheader menu.

6. Open any catalog item.

Note that the error message "Item notfound" is displayed and the catalog itemdoes not open because the URL is missingparameters.








KnowledgeManagement

PRB1086603

KB0639328

When HighSecuritySettings isnot active, theimport on theknowledgehome doesnot take in anyinput

1. Navigate to Knowledge > Homepage.

2. Select Import.

3. Click the link + To select word files.

Pop-up to choose word files for import isnot shown.

MID Server

PRB1182253

MID Server pre-upgrade checkmay fail if theservice user'sgroup name islonger than 20characters

If the service useris part of a groupwith a name thatis longer than 20characters, the MIDServer may abort anupgrade.

MID Server

PRB668904

PowerShellprobe doesnot time outproperlyand leavesorphanedPowerShell.exeprocess behind

The ProcessRunnerhas no timeoutwhich can resultin hangs, notablyin PowerShell. Inaddition, PowerShellis launched viathe CommandShell (cmd.exe)from Java. Evenwhen timeout isimplemented, onlythe cmd process iskilled, leaving thechild process forPowerShell behind.There is no cleanway to terminatethe entire processsubtree from Java.

Orchestration

PRB1169980

Upon checkoutof an SSH,PowerShell,and JDBCOrchestrationactivity, thecommand orSQL statementfield is clearedout

In the activitydesigner, if a userclicks the checkoutbutton of anypublished SSH,PowerShell, orJDBC Orchestrationactivity, thecommand or SQLstatement field iscleared out.

1. Navigate to Workflow Editor >Custom.

2. Click the Plus (+) button to add a newSSH activity.

3. Fill out the form with sample data, andpublish it.

4. Click Checkout.

The command field is empty.






Orchestration

PRB1095142

KB0635660

Publishedactivities movedthrough anupdate set donot show upon the activitydesigner/workflow editor

When the customworkflow activity ispublished more thanonce and transferredthrough the updateset, the activity doesnot show up in theworkflow editorbecause the publishfield is set to "false".

1. Create an update set.

2. Create an activity, publish it, check outagain, and publish.

3. Close update set, moved it to anotherinstance, and commit.

The activity does not show up in theworkflow editor's custom tab.


PRB1083827

When morethan 100krecords areretrieved, thebrowser comesto a stop andthe session isunusable

1. Collect a number of open incidents(or number of incidents) with "collectrecords" enabled.

2. Navigate to the detailed scorecard'srecords tab.

The browser is stuck, and the records arenot shown.


PRB1205144

Records tab indetailed scorecards shows:Number ofrows removedfrom this listby deletionor Securityconstraints: 1,and this shouldbe 0

If the score is 0and there are nosnapshots foran indicator, theRecords tab indetailed score cardsshows the followingmessage: "Numberof rows removedfrom this list bydeletion or Securityconstraints: 1".


PRB721683

Exportinga detailedscorecard asPDF doesnot includethe targetand thresholddetails

1. Run a job and get score collections.

2. Navigate to a detailed score card andopen an existing score card with data.

3. Add a few targets and thresholds.

4. Export the score card as PDF.

The PDF does not include the target orthreshold details.







PRB961326

When changingthe time zoneto US/Samoa,the wrong dateis shown onscores tab,breakdownscorecardtab, and thescorecards listdate

1. Set the property glide.sys.default.tz toUS/Samoa.

2. Collect PA scores.

3. Navigate to Performance Analytics >Scorecards.

4. Using the gear wheel, add the datecolumn.

Instead of showing the last collection date,the previous date is showing. This alsooccurs in the detailed scorecard on thebreakdown and scores tabs.


PRB1094659

KB0623802

Dashboardbreaks onloading witha browserconsole error

Dashboard breakson loading with abrowser consoleerror: "TypeError:SNC.canvas isundefined" whenuser returns asNULL based on apa_dashboards_permissionsrecord.


PerformanceAnalyticsApplication

PRB1031562

Migrationdoes not startand keepsprinting warningmessages

Migration is notrunning, andkeeps printingmessages "Oneof data collector,collection cleaner orscoresheet edit isrunning, migrationjob will check after5 minutes" every 5minutes.

PerformanceStatistics andGraphs

PRB904119

Oraclegraphs do notload on theperformancehomepage

Persistence

PRB1166647

Rollback doesnot removesys_documentationrecords






Persistence

PRB1182304

KB0636072

Chunk copyinga large tableon an Oracledatabase candegrade overtime (e.g.during theTPP migrationon a Jakartaupgrade)

Chunk copyingis a mechanismfor moving datafrom one table toanother. It is donein operations suchas online alters andthe TPP migrationin Jakarta. On anOracle database,the speed at whichthe chunk copying isdone can degradeover time, causingthese operations totake a long time tocomplete.


Persistence

PRB964743

Adding an index(sys_domain_path,sys_id) shouldbe ignoredif an index(sys_domain_path)already exists

Persistence

PRB1185378

Automaticallyschedule aRRD reader/writer switchwhen Clothoplugin isactivated

Persistence

PRB951324

KB0635673

CMDB can bereparented tosys_metadataif a child tableof CMDB isupdate_synch=truebefore themetadatareparent fixscript is run








Reporting

PRB1081334

KB0635801

In domain-separatedinstances,report creatorsare unable tosee any reportsunder 'MyReports'

After upgrading toJakarta, domain-separated users areunable to see theirreports.

1. Create report and set the report toVisible to me.

For more information, see the productdocumentation topic Administeringreports.

2. Upgrade from Istanbul to Jakarta.

3. Try to view the report.

The reports are not visible under MyReports.

SecurityIncidentResponse

PRB1194712

Disableautomaticsharing throughTrustedSecurity Circlesby default


PRB1203461

Trusted Circles:some propertiesare missingread/write roles


PRB1187174

Show <Relatedlists> UI actionson securityincidents do notwork with Listv3

Security Incidentshave UI actions thatallow you to filter therelated lists beingshown. For example'Show AffectedItems'. These do notwork when List v3 isenabled for relatedlists.

1. Enable Security Incident Response.

2. Enable List V3.

3. In the List V3 properties, enable list v3for related lists.

4. Open a security incident.

5. Click one of the 'Show ..' UI actions,for example, Show IOC.

All related lists disappear. Clicking Showall Related Lists will show all lists again.

Server SideScripting

PRB1153149

Global functionswhich executethemselvesduring startupcan causenodes to failwhile starting

ServiceAnalytics

PRB1203562

Improveanomalydetectionmodels toreduce falsepositiveAnomaly alerts

Metrics need to beclassified properly inorder to avoid falsepositive anomalyalerts.






ServiceAnalytics

PRB1203558

Metriccharacterizationfor anomalydetection

Anomaly detectiondoes not workin certain cases,generating manyfalse positivealerts. Metriccharacterizationshould allowcustomer to overrideupper and lowerbounds for metrics.

ServiceAnalytics

PRB1197822

Add index tosa_metric_maptable formetric_identifier

Lookups for thesa_metric_tablerun slowly whenthere are morethan 1 millionentries. Adding anindex will improveperformance.





ServiceCatalog

PRB1201267

ATF on recordproducers failson the stepVariable StateValidation ifthe fields in theforms are beingcontrolled by UIpolicies

ATF tests can failwhen a VariableState Validationstep is set up. Thisissue occurs whenrunning ATF testsbased on a recordproducer where UIpolicies are set up tocontrol the visibilityor mandatoryproperties of fields inthe record producerform.

1. Open the record producer ServiceCategory Request.

This has a UI policy where if theDepartment option is selected, theDepartment related records are visibleon the form. If Group is the selectedoption, then Group related fields aredisplayed.

2. Create a new ATF Test record.

3. In the Test steps, add the step: Opena Record Producer and add theService Category Request recordproducer.

4. Create a new step: Variable StateValidation.

5. In the Visible portion, addDepartment from the left slushbucketto the right one.

ATF should check if the Departmentfield is visible in the form.

6. In the Not Visible slushbucket, selectGroup and add it to the selectedbucket.

ATF should check if the Group field/variable is visible in the form.

7. Save the test.

8. Run the test.

The test fails on the VariableState Validation step with the errormessage: FAILURE: Expected field'IO:15e1fbcedb258b008948f72eaf9619cf'to not be visible but it was visible.

ServiceCatalog

PRB1191678

ATF - ServiceCatalog: Client-side stepconfigurationsshould be read-only





ServiceCatalog:Service PortalWidgets

PRB1196581

Users cannotattach imagesto HTML fieldson ServiceCatalog items inService Portal

1. Navigate to Maintain items.

2. Search for iPad 3.

3. Add an HTML field as a variable.

4. Save and update.

5. In the Service Portal, go to the iPad 3.

6. In the HTML field, copy-and-paste toattach an image.

Notice the console error.

ServiceMapping

PRB942988

Nslookupon Windowsmachinemay returnunpredictableresults in caseof DNS cluster

The expectedresult is creatinga connection foreach of the DNScluster's endpoints(4 in total). Butthe MID Serverdoes not createthese connectionsproperly, due tothe format of theresponse that isreturned from thenslookup command(this CI is onWindows Server).

ServiceMapping

PRB1189354

When resumingdiscovery ona connectiongoing tolocalhost,the system isreplacing thevalue in the'host' field in theendpoint withthe IP of thecomputer

This breaksdiscovery on thenext tier.

ServiceMapping

PRB1174671

No commandis executed fornew host class

When a host CI of anew type is createdby the user, there isno command that isrelevant for the OSclass name.





Service Portal

PRB1031519

The choices listresults are nottranslated

The options sectionof the 'Ticket Fields'widget does notshow the translatedversion of the textfor the select boxchoices.

UIComponents

PRB1156110

KB0636103

After Jakartaupgrade, read-only fields canbe expandedand the usercan see otherdropdownvalues

In a Jakarta instance:

1. Access a page that has a read-onlyfield with a drop down menu.

2. Click the read-only field.

The drop down menu appears even thoughit can not be selected from.

UIComponents

PRB711381

Two forwardslashes arefound in theTinyMCE URL

The TinyMCE Editoris missing in theknowledge records,which is caused bythe double slashesin the TinyMCEURL.

Update Sets

PRB1108536

Business ruledoes not triggerupon internalactions, such assys_update_xmlrecordsinserted/updated bycustomizations

In Jakarta, abusiness rule onsys_update_xmlstops triggeringwhen updates aretriggered by anotherupdate, such ascustomizations onscripts.

Update Sets

PRB1152886

Comparingtwo updatesfrom ImportedUpdate setshows incorrectcontent

After a Jakartaupgrade, there isan incorrect UI tocompare a localversion to a remoteupdate set versionfor conflicts. Localand remote contentis flipped, and thisoccurs only afterimporting an updateset as a retrievedupdate set and whilepreviewing.






Update Sets

PRB1151790

Importing anupdate setfrom anotherinstance andusing Compareto Currentfunctionalityhas stoppedworking

When attempting touse the Compare toCurrent on an objectin an importedupdate set, thefollowing messageis displayed and thecomparison screennever appears:"Unable to compare,no current recordexists" This occursfor objects which arefound on both thesource and targetinstance.

UpgradeEngineIssues

PRB1184368

Fewer 'changesapplied' inan upgradeafter databaseupgrade isrestarted

If a user performsmost of a familyupgrade to Jakartaand then the noderestarts, there isone upgrade historyrecord with morethan the usualnumber of UpgradeDetails, and farfewer 'changesapplied' thanexpected.

UsageAnalytics

PRB1179510

Error messages"UA: Could notfind app attrs forapp"

These errors appearwhile doing inserts,updates, or deleteson tables that beginwith the prefix u_.

VendorSecurity RiskAssessment(VSRA)

PRB1170471

KB0639443

Vendorportal userauthenticationand SSO issues

For external users,a mixed portaland platformauthenticationsolution isinconvenient to use.







Visual TaskBoards

PRB1157185

Unable to dragadditionalassignee onVTB cards inmobile device

When viewing VTBson a desktop, usershave the ability todrag avatars overcards. Doing sowill allow users toselect the primary oran additional dropzone.

However, if theVTB is viewed onUI16 on a mobiledevice (iPad ormobile phone),then the option todrag avatars to theprimary or additionaldrop zone is notavailable. Users arealways set as theprimary.

1. Navigate to Visual Task Boards.

2. Open a VTB.

3. To add users as primary andadditional assignees, try to drag morethan one user on to the task card.

The user is unable to drag additionalassignees. On mobile, users are only ableto drag for the primary assignee.

VulnerabilityResponse

PRB1210218

Scheduledjob to asynclink non-vulnerability-based VI to VGremoves all VIsthat were notupdated withinlast hour

1. Create some vulnerable items.

2. Create a non-vulnerability VGthat linksto these vulnerable items.

3. Wait for an hour.

4. Run the scheduled job to link the VIsagain.


PRB1037254

VulnerabilityResponseplugin activationdoes notcomplete due toan error on theindex creation

The VulnerabilityResponse pluginactivation failsand gets stuck onthe screen. Thisis caused by thefailure of the indexcreation (on table:sn_vul_vulnerable_item,field: vulnerability).


PRB1145325

QualysApplianceImport ignoresnew recordsand matchesthe incorrect CIwhen multipleIPs are involved






PRB1110416

Vulnerabilityitem'desired_state'is undefinedin InternetExplorer, butworks fine inChrome

1. In IE, navigate to the VulnerabilityItem.

2. Click Close/Ignore.

3. Fill out the state as 'Fixed'.

4. Select the 'Fixed' substate.

Expected behavior: Two radio buttonsshould appear under the substate field andusers should be able to choose a closingoption.

Actual behavior: Radio buttons do notappear on the form and an error isdisplayed in the console. However, it worksfine in Chrome.

Workflow

PRB1179622

WorkflowApprovalUtils.cancelAll()is not workingcorrectly afterPRB713188



• Jakarta Patch 4 on page 174• Jakarta Patch 3b• Jakarta Patch 3 Hot Fix 2 on page 206• Jakarta Patch 3 on page 208• Jakarta Patch 2 Hot Fix 6 on page 238• Jakarta Patch 2 Hot Fix 5 on page 239• Jakarta Patch 2 Hot Fix 4 on page 240• Jakarta Patch 2 on page 244• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301

Jakarta Patch 4


Jakarta Patch 4 was released on October 6,2017.

Build date: 10-04-2017_1643










Jakarta includes fixes for security-related problems that affected certain ServiceNow® applications and theNow Platform. We recommend that customers upgrade to this release for the most secure and up-to-datefeatures. For more details on security problems fixed in Jakarta Patch 4, refer to KB0635462.

Notable fixes




Filters

PRB1197866

KB0639240

During theTPP migration,if a row sizelimitation erroroccurs, theCMDB tablemay experiencedata loss

During the TPPmigration, a MySQL rowsize limitation error canoccur when there is alarge number of mediumtext fields on the CMDBand its child tables. Themigration can fail andcause data loss.

If this has occurred, thestate of the migrationwill be in "Complete(with errors)". Checkthe sys_tpp_migrationrecord for "BaseConfiguration Item[cmdb]" to see the stateof the TPP migration.










Email

PRB1100030

KB0635917

Long runningemail.readevents causedelays inemail andother eventsprocessing

When processingemail.read events, thefollowing can occur dueto some changes madein Jakarta and cause aslow query:

• Longer time toprocess email.readevents (inboundemail specifically).

• Backlog of eventsdue to longerprocessingemail.read events(delays for otherevents in the samequeue).


Lists

PRB689217

KB0621139

Unable to seetags data whenthe tags columnis added to areport

1. Navigate to Incident > Open andselect an incident.

2. In the header, click the More options(...) icon and select Add Tag.

3. Type text in the Add tag field andpress Enter.

Note the incident number.

4. Navigate to Reports > View/Run andclick Create a report.

5. Create a report with the followingvalues:

• Report name: Test Tags• Data Source: [Click Use a Table

instead]• Table: Incident• Filter: [Number][is][Number of

modified incident]

6. Click Next to choose the type ofreport chart, and click Next again tochoose the columns to display.

7. Use the slushbucket to add the Tagsfield to anywhere but the first columnin the report and click OK.

8. Click Run to run the report.

Note that the Tags column is blank despitethe text added to create a tag.







Workflow

PRB1171830

In the approvalscript, Groupdoes not defaultthe result as'requested'while waiting forthe approval orrejection

In Jakarta, the approvalscript does not return the'requested' state for theitem or the task before itis approved or rejected.

Approvals

PRB1115684

KB0639194

Manualapproval asthe first stepin a workflowprocess doesnot work inJakarta

In Jakarta, if previoussteps do not allow timefor a manual approverto be assigned, userscannot have a manualapproval as the firstapproval in a workflow orhave a manual workflowin an approval co-ordinator.


UIComponents

PRB917599

KB0623807

List headershows escapedapostrophe/quote characteras \'

This issue affects userswho need to haveTable Column Labelnames that containapostrophes, doublequotations, &, and <.These characters aredisplayed in the list viewas escaped \'. Usersof languages usingapostrophes and suchcharacters frequently areparticularly affected (e.g.French).

1. Create a table or open any table fromsys_db_object.

2. Change one of the column labels tohave an apostrophe in its name. Thisis a common pattern in the Frenchlanguage (e.g. l'oiseau).

3. Click Save.

4. Visit the table directly in its list view.Ensure that the column with theapostrophe name is visible.

Notice that the apostrophe is escaped.In this example, it shows as "l\'oiseau"instead of "l'oiseau".

ServiceCatalog:ServicePortalWidgets

PRB1101370

KB0635792

Catalog itemsare not sortedby 'order' inService Portalwhen displayed

With an active Service Portal plugin inJakarta instance:

1. Navigate to <instance>/sp and clickOrder Something.

2. Click How can we help you?category name on the left.

Notice the catalog items are displayed, butthey are not sorted by the order set.








Email

PRB1116828

Inbound emailwith in-reply-to headermatching arecord withouta target table itwill fail to createan email.readevent

When an incomingemail with an in-reply-to header is received,if the message-id isfound on the sys_email,the target table is read.If there is no targettable, the applicationthrows an exception. Ifthere is no email.readevent created, then theinbound actions will notrun.

All Other Fixes

Problem Affectedplugins

Shortdescription


ActivityStream

PRB1110812

KB0634586

NGsharedcomponents

HTMLfields inthe activitystreamshowHTML tags

If an HTML field is addedon the form and theactivity stream, whenthe field changes, itscontent shows on theactivity stream includingHTML tags. This issueis specific to Jakartarelease.

1. Navigate to the incident form:incident.do.

2. Use Configure > Form Layoutto add an HTML field called TestHTML.

3. Open the incident.do form again,and create an incident with blankvalue on the new Test HTML field.

4. Open the newly created record,navigate to the activity section,and click the Funnel or Filter icon.

5. Scroll down and click theConfigure available fields link.

6. Add the Test HTML field in theslushbucket.

7. Navigate back to the incident.doform again, and change the valuein the Test HTML field to 'HelloWorld'.

8. Save the record.

In activity stream, 'Hello World'appears as '<p>Hello World</p>'.





Shortdescription


AuditManagement

PRB1109637

GRC:AuditManagement

In the AuditManagementapplication,theGenerateControlTestsbutton doesnot workin Istanbuland Jakartabut worksin Helsinki

Install the following plugins

• com.snc.governance• com.sn_audit

Steps to reproduce

1. Navigate to Audit >Engagements > AllEngagements.

2. Open any record.

3. Navigate to the related list "Testplans".

4. Among the boxes right next to the"i" icon, check four of them.

5. Click Generate Control Test.

Despite the message "Control testshave been generated", in the relatedlist "Audit Task" no records weregenerated. This is not working inIstanbul and Jakarta but is workingfine in Helsinki.


PRB1030811

Data fromAzurebillingdiscoverysometimesignoressmallerdownloads(less than 3MB)

1. Set up an Azure billing discoverythat has less than 3 MB of data(small subscriptions or early inmonth).

2. Execute the billing discovery.

About 50% of the time under theseconditions, the download finishes morequickly than usual. Data are skippeddue to problems with column headers.No data shows up in the downloadreport.




Shortdescription



PRB1092986

Virtualmachineinstancedisksinformationis missingforprovisionedinstances

Prerequisites

1. The service account and cloudaccount should be created.

2. Run Discovery.

3. Templates should be mapped toprofiles.

Steps to reproduce

1. Navigate to the blueprint module.

2. Create a virtual machine onvSphere blueprint and generatethe cat item.

3. Navigate to the user portaland order virtual machines onvSphere.

4. Once the order is complete,navigate to the resource linkand look for the virtual machineinstance.

Disk details are empty for vSphereresource.


PRB1107834

Orchestrationbecomeswronglysuccessfuleven if theimportedblueprint isinvalid andthe scriptexecutionhas failed

When the blueprint isnot imported properly, aproper error is expectedto display when thescript or template is notpresent. However, theexecute script operationsuddenly becomessuccessful even withouta script template.


PRB1152123

Unsupportedtypesprovisionedvia CFTdo not getadded tothe stack

Unsupported resourcesprovisioned fromCFT should be put incmdb_ci_cmp_resourceand attached to the stackthat is provisioned. Theresource is created incmdb_ci_cmp_resource.However, it is not addedto the stack. Errors in thelog indicate that it cannotread invocatingNodefrom undefined.




Shortdescription



PRB1157447

ITOMGuidedSetup

Whenprovisioninga virtualmachine inAzure andcreating aresourcegroup, theresourcegroupgoes intocmdb_ci_resource_groupwith anemptyname

Prerequisites

1. A cloud account should becreated and discovered.

2. Templates should be mapped toprofiles.

Steps to reproduce

1. Create a virtual machine on AzureBP and create a cat item.

2. Navigate to the user portal.

3. Order a cat item.

Make sure'CreateResourceGroup' is set toYes and provide the resourcegroup name.

In the cmdb_ci_resource_group table,the name is empty.


PRB1157856

IP addressand diskobjects areleft behindonce afterdeprovisioningthe virtualmachine onAzure

1. Navigate to the blueprint moduleand import the attached blueprint.

2. Navigate to the user portal.

3. Order the application.

Make sure the discover, theattach attribute, and the managedisk attribute value is set to true.

4. Once the provision is complete,deprovision the stack.

5. Once the deprovision is complete,log into the Azure console andverify the virtual machine, IPaddress, and disk status.

When the deprovision is done, onlythe virtual machine gets deleted.IP address and disk objects are leftbehind.




Shortdescription



PRB1158173

AWS configcreatesEC2instanceswith a stateof "error"due to v1workflowstriggeredaccidentallyafter anupgrade

EC2 instances createdby the AWS configintegration begin inan "error" state (untilit is powered off/on,or regular scheduleddiscovery runs).


PRB1161966

Twoscheduledjobscreated bythe CloudManagementplugin maydelete dataunintentionally

The job “Global: Clearterminated/stale cloudresources" is inactiveby default and theglobal.cloud.resource.delete_toggleproperty that activatesit is also set to false bydefault. When the job isexecuted, it deletes dataincorrectly. The job isdesigned to delete oldcloud configuration items(CIs), but it also deletesCIs from the applicationand service tables.

The job "Azure: Clearterminated/stale cloudresources" is alsodisabled by default.When the job isexecuted, it deletesthe CI resources underAzure scope only.


PRB1164890

Start/Stopstack doesnot doanythingfor ARM/CFT basedstacks

After provisioning a stackwith virtual machinesusing ARM or CFT,users cannot stop thestack.




Shortdescription



PRB1164982

Whena newscriptedCAPI iscreated,usersshould notbe ableto createCAPIparametermappers inthe UI

When a new scriptedCAPI is created, usershould not be able tocreate CAPI parametermappers in the UI.This breaks the systemcompletely when it isdone and hence theUI needs to be lockeddown. Importing ascripted CAPI shoulddiscard all parametermappings that areprovided in the YAML.


PRB1178349

Cloud APIdoes noterror outwhen theprovisioningfails dueto theincorrectdatastore

1. Create a blueprint to provision aVM with datastore.

2. Assign an incorrect datastorethrough the policy.

The creation of VM fails but the cloudAPI call is displayed as successful.


PRB1114116

CMDBquerybuilderdoes notreturncorrectresults

The query works withthe rack filter in place,but fails to returnresults when the filter isremoved.


PRB1118063

Duplicaterecordsin theexportedCSV file

Multiple duplicatescreated when exportingdata from CMDB querybuilder.


PRB1167901

CMDBdashboardrelationshipwidgetsdo notcalculateproperly

The CMDB healthdashboard jobs arenot completing, andtherefore not updatingthe dashboard.




Shortdescription


ConfigurationManagementDatabase

PRB1167873


Customerupdatedrecordsin thecmdb_health_scorecard_thresholdtable arebeingoverwrittenin upgrades

Several records,while still having theupdate_synch attributeand having it set totrue, are not getting thesys_customer_updatefield on thesys_metadata table setto true. The recordsshow as being updatedrecently by users, but thesys_customer_updatefield is not getting set asexpected.

CorePlatform

PRB749267

Whengrouping bystate on thechange_requesttable, theresult oftenreturnsan integerinstead ofthe statevalue

1. Navigate to /change_request_list.do.

2. On the state column header, rightclick Group By > State.

Some states show as integers insteadof string values.

CorePlatform

PRB965846

Defaultsemaphoreexhausted

GlideRecord extendedfields are leakingmemory when used in ascope.

CorePlatform

PRB1020034

KB0635677

ServicePortal isreturninglist ofempty rows

Calculated Fields arenow evaluating ACLs.



PRB1026026

Duplicateindexissue onaccount_code

An issue occurs whencreating a customeraccount and lots ofaccounts (by a runningimport) at the sametime. An error messageis displayed about aduplicate index onaccount_code. Twotransactions happeningat the same time canfetch the same accountcode, and thus one willhave an issue when it issaved.

1. Activate the Customer ServiceManagement plugin.

2. Generate a CVS or XLS file withlots of records. The import shouldrun for 5-10 minutes.

3. While the import runs, createan account through the UI or abackground script.





Shortdescription



PRB1163453

Customersare unableto attachdocumentsthrough thelive chat

1. Log into the CSM portal as acustomer.

2. Click the chat icon.

3. Connect with an Agent.

4. Click the attachment link andupload any document.

The attachment is not uploadedsuccessfully.

Discovery

PRB1075293

KB0623543

MID Serveronly cachesthe first 250scripts

Attempting to run aJavaScript probe whichis in a script that is notcached results in anerror:

MID ServerScript IncludeVMWarevCenterVMsProbedoes not exist.

1. Enter sys_properties.list in thenavigation search field in theinstance and press Enter.

2. In the list of system properties,click New.

3. Add theglide.remote_glide_record.max_countproperty and set the value to 50.

This reduces the number ofscripts includes that can becached, making it easier toreproduce the problem.

4. Run a vCenter discovery.

Notice that theVMWarevCenterDatacentersProbescript (or one or more of thesubsequent vCenter scripts) is notfound.

EdgeEncryption

PRB1041562

Updating toa report listview failsif the filtercontainsa '<'indication

Through the Edge Proxy,users are unable toupdate to a report listview if the filter containsa "<" indication. An erroroccurs in the node log:The value of attribute'query' associatedwith an element type'record_update' must notcontain the '<' character.





Shortdescription


EdgeEncryption

PRB1106450

When MIDServer isconnectedthroughEdgeEncryptionproxy, MIDServerno longercommunicateswith theinstancewhen anEncryptionpattern isactive

When MID Serversare configured to routethrough Edge Encryptionproxy, the MID Serversstop sending XMLpayloads back to theinstance.

EdgeEncryption

PRB1151421

Fromproxy, datais gettingsaved as&when usersenter &from the listview

1. Create the encryptionconfiguration for theincident.shortdescription.

2. Navigate to the incident table.

3. Enter & <> in the short descriptioncolumn from list view.

It gets translated to & <>.

EdgeEncryption

PRB1172763

KB0635976

Edge proxyupgradedownloadsfor auto-upgradesare notusing theweb proxysettings,making itfail in someof thoseconfigurations

Edge distributiondownloads for auto-upgrades are not usingthe web proxy settings.

Those downloads willhit the instance directly,relying on the serverhaving access to theinternet and will fail ifthey do not.


ExpresstoEnterprise

PRB1175135

cmn_scheduleentries aremissingafter theconversionfromExpress toEnterprise

cmn_schedule entriesare missing after theconversion from Expressto Enterprise, whichincludes 8-5 weekdays,8-5 weekdays excludingholidays, and the U.S.holidays.





Shortdescription



PRB1042630

Notificationrecipientsdo not workwhen usingdot-walkedfields

When users changethe recipient to be adot-walked value in theUsers field, emails canno longer be sent. Anerror is thrown in thelogs.


PRB1117288

HR tasksevent is notfunctioningproperly

When an HR taskis closed, theHR task eventsn_hr_core_task.allClosedis triggered, but does nottrigger the notification"HR All Tasks Closed".


PRB1100752

Userscannotedit HRservicesfromLifecycleEvents orIntegrationsapplicationin HR corescope

1. Navigate to HR Services.

2. Open any record (Request LOAor onboarding) and try to edit therecord in Human Resources: Corescope.

Expected behavior: Users should beallowed to edit the HR service.

Actual behavior: An error is thrown:"Invalid 'Service table' selected onthe HR Service record. The 'HRTotal Rewards Case' table is inapplication 'Human Resources: Core',but the current application is 'HumanResources: Integrations or Life Cycle'".




Shortdescription



PRB1111348

Using the'HRI MyInformation'widget ina size 3containerdoes notwrap wordproperly

1. Activate Human Resources:Service Portal.

2. Log in as user Abel Tuter.

3. Change the email addressto something very long, [email protected].

4. Navigate to SP designer andcreate a page.

5. Use any container that utilizessize 3.

6. Place the HRI My Informationwidget into any of the containers.

7. Test the page.

Expected behavior: Text should wrapproperly.

Actual behavior: Text extends thecontainer border.


PRB1114710

EmptyHR tasksare beingcreatedin thesn_hr_core_tasktable everytime asurvey iscreated

Empty HR tasks arecreated even if thesurvey is triggered fromthe incident table andthe survey is unrelated toHR. This issue is causedby a new business rule,installed with the recentlyenabled HR core plugins.


PRB1153179

HumanResourcesScopedApp:LifecycleEvents

When anonboardingcase iscreatedfromServicePortal,child casesgeneratedare notassigned toanyone

1. Navigate to the HR portal as HRagent or LE admin.

2. Create a request onboarding casefrom the talent management.

The child cases background checkand drug screen are not assigned toanyone.




Shortdescription



PRB1156608

HumanResourcesScopedApp:LifecycleEvents

Performanceissuewith theonboardingrecordproducerwhen 1million userrecords areloaded

'Manager' variable inonboarding recordproducer is of lookupselect box type. Therecord producer loadsvery slowly when thelookup type is used.


PRB1179677

HR ServicePortal stilldisplays the'Chat withHR' headermenu itemeven ifConnectSupport isdisabled

1. Set "glide.connect.enabled" and"glide.connect.support.enabled" tofalse.

2. Navigate to HR Portal.

Note that the "Chat with HRPortal" icon is displayed.

3. Click the icon.

The message "The administratorhas restricted access to Connect." isdisplayed.

KnowledgeManagement

PRB1081985


The ESSknowledgeportal hasonly 20categoriesdisplayed

Knowledge articlecontent can be truncatedbecause users cannotresize the content blockbased on the page that isloaded.

KnowledgeManagement

PRB1173149

KB0635855


I18N:KnowledgeManagementInternationalizationPluginv2

Allow allforms ofsearchto returnknowledgearticlesirrespectiveof languageas long asthere is akeywordmatchin thatlanguage

1. Ensure that the following pluginsare active:

• I18N: Internationalization• I18N: Brazilian Portuguese

Translations

2. Create an article with the word"SSH" in English.

3. Create an article with word "SSH"in Brazil.

4. Search for "SSH" to find articlesthat relate to SSH.

Note that the search does not returnboth Brazilian and English articles.





Shortdescription


KnowledgeManagement

PRB752693

SocialQ&A

Tags areauto-populatedwhen userstry to createa questionfrom theknowledgebase form

1. Navigate to knowledge bases.

2. Click any knowledge base.

3. Under the question related list,click New.

A new social Q&A question formis created with tags automaticallypopulated.

Lists

PRB1173149

KB0635855

All formsof searchshouldreturnknowledgearticlesregardlessoflanguage,as long asthere is akeywordmatchin thatlanguage

To use ServiceNowin another language,users activate the I18N:Internationalizationplugin in addition toanother languageplugin, such as the I18N:Brazilian PortugueseTranslations plugin.

When these pluginsare active, users needthe ability to modifyknowledge search to:

• Return articles in alllanguages.

• Weight the order ofknowledge searcharticles by the user'sprofile or sessionlanguage setting.

To activate the fix for thisPRB:

• Set theglide.knowman.search.default_languageproperty to thedesired defaultlanguage forsearching articles.

• Set theglide.knowman.enable_multi_language_searchproperty to True toenable search formultiple languagessimultaneously.

Prerequisites

• I18N: Internationalization• I18N: Brazilian Portuguese

Translations

Steps to reproduce

1. Create an article with the wordSSH in English.

2. Create an article with word SSH inBrazilian.

3. Search for SSH to find articlesthat relate to SSH.

The search does not return bothBrazilian and English articles.





Shortdescription


MIDServer

PRB1152720

KB0635246

Discoveryattemptsto useprivate keystrings forpasswordauthentication

This issue occursfor users who havea CyberArk SSHPrivate Key discoverycredential. The MIDServer sends it to SSHdevices which do notsupport SSH private keyauthentication, and it isalso sent to SSH deviceswhich support privatekey authentication,even though the keyis incorrect for thatdevice. If the devicesupports password orkeyboard-interactiveSSH authentication, theMID Server incorrectlyattempts to authenticatewhile using the privatekey string as thepassword.


MIDServer

PRB961706

MIDServer CIMthreads arecancelleduponApacheHTTPCimIQLshutdown

After running many CIMdiscoveries, CIM threadson the MID Server canget cancelled. AdditionalCIM discoveries lead tomore thread creationsand more threads thatare cancelled. The MIDServer eventually needsto be restarted.

NotifyNow

PRB1117099

Notify Openingan incidentbrings anerror whenthe plugincom.snc.notifyis activated

When com.snc.notifyis activated, userssee an error message"Illegal access to methodgetRoles in classcom.glide.sys.User"when opening anincident.





Shortdescription


NotifyNow

PRB1151223

Notify The kickaction inNotify/Twilio doesnot log theparticipant'sdurationafterremovingthemfrom theconferencecall

1. Create a conference call withmore than 2 users.

2. Use the 'kick' option to remove aparticipant.

The participant is removed fromthe conference but the participant'sduration on the conference call is notlogged.


PRB1039312

ResponsiveDashboards

Unable toselect auser/role/group if notin the firstbatch of theresult list

When sharing adashboard, users areunable to select a user ifthey are not in the first 5results returned.

PerformanceStatisticsandGraphs

PRB1110749

jrobin_shard_locationneeds anindex

Queries do not use anindex when executed,which can add significantload to a databaseserver.


PRB1162205

KB0639325

TheServiceNowPerformancedashboardwidget isempty

After upgrading toJakarta, the ServiceNowPerformance dashboardis not displayed.

Persistence

PRB1116289

MetricBase- Changetheretentionpolicy tomatch SKUrequirementsset by thepricingcommittee





Shortdescription


Persistence

PRB1151806

Issuesrelatedto CMDBtables in ascoped app

Issue 1

1. Create a scoped application in aninstance (pre-Jakarta release).

2. Create a column on the "cmdb_ci"table.

3. Download the zip file of theapplication.

4. Install the zip file of the applicationinto Jakarta release instance.

The column created on the "cmdb_ci"table is created in all the child tablesof cmdb_ci. When users try touninstall the application, it will not getuninstalled properly.

Issue 2

1. Create a scoped application in aninstance (pre-Jakarta release).

2. Create a custom table (the childtable of the "cmdb_ci" table) in ascoped application.

3. Download the zip file of theapplication.

4. Install the zip file of the applicationinto Jakarta release instance.

The system is creating fields like"Class", "sys_class_path", and "IsDeletable" in a global scope on thesetables (fields from the parent table).




Shortdescription


Persistence

PRB1179246

KB0636083

CMDB TPPmigrationduring aJakartaupgradecan failif themigrationtakes over24 hours

On an upgrade toJakarta, the CMDBtable will go througha migration calledTPP. This can fail if themigration runs for longerthan 24 hours as thedatabase connectionsare destroyed after beingmarked as obsoleteby the connection poolsweeper.

The upgrade willget stuck on the fixscript that is runningthe TPP migration,z_z_migrate_cmdb_tpp.xml.This can be observedin the upgrade monitorand will require manualinterventions or arollback of the upgrade.


Persistence

PRB964725

Tablerotationshardselectionby sys_idno longerworks ondomain-separatedinstances

ProjectManagement

PRB1108705

ProjectManagement

Configurationsupportissue forcustomteamspaces

Users try to create theirown teamspaces byusing an applicationintegration strategyin which they extendbase tables andcreate custom roles.However, teamspacecode assumes that allteamspaces have the'tspx_prefix' prefix. Userscan have any prefix inscoped applications,which breaks theteamspace logic intemplates, MSP import,planning consoles, andother areas.





Shortdescription


Reporting

PRB923321

KB0622144

SystemImportSets

PDF exportcan causeout ofmemorywithin OOBconstraintsfor rowsandcolumns(glide.pdf.max_rows,glide.pdf.max_columns)

Exporting a report toPDF can cause an out ofmemory issue when thePDF has a large numberof rows. This is often incombination with largetext columns. Whenthis problem occurs, thebase system constraintsthat are handled bythe following systemproperties have not beenchanged:

• glide.pdf.max_rows• glide.pdf.max_columns



PRB1089709


PIR onSecurityIncidents isthrowing anerror

1. Create an SIR and make somechanges to the SIR(category, subcategory, or add worknotes).

2. Close the SIR by adding closernotes.

Note the PIR is not generatedfor the SIR. A warningmessage occurs in logs:org.mozilla.javascript.EvaluatorException:GlideRecord.setTableName - emptytable name.


PRB1096800


"RiskScoreoverride isturned off."is beingposted onevery SIRworknote

When an SIR is createdand categories areupdated on the SIR,"RiskScore overrideis turned of by userwhich allows automaticrecalculation of riskscore." will be posted onevery SIR work note.





Shortdescription


ServiceCatalog

PRB1084082

KB0635729

clearValue()function isnot workingin Jakarta

clearValue() function isnot working in Jakartawhen using fields whichdo not exist in theCatalog Item. An erroroccurs: Cannot readproperty options of 'null'.

1. Navigate to Service Catalog.

2. Create a variable of any type.

3. Create a Catalog Client Scriptwith the function: clearValue() anduse the variable created earlier.

4. In the Catalog Client Script, usethe same function for anotherfield which does not exist in theCatalog Item.

5. When data is entered in thevariable, try the catalog item.

An error occurs: Cannot read property'options' of null.

ServiceCatalog

PRB1149659

KB0635591

Someoptions inthe JakartaLegacy CIRelationshipeditorseem tobe bringingbackoptionsfrom thecmdb_citable ratherthan thesys_usertable

1. Navigate to Configuration >datacenter.

2. Open an existing datacenterrecord or create a new one.

3. Click the plus sign to access theLegacy CI Relationship editor.

4. In the Available Relationshipsfield, select Log reviewed by orBackup done by.

These options should have displayedrecords from the sys_user table,but they displayed records from thecmdb_ci table.

ServiceManagementDesigner

PRB719226

ServiceManagementCore

ServiceManagementtemplatedoes notapply torecordsproducedvia theServicePortal

Service Managementtemplates associatedto a record producer'smodel do not seem tobe applying to HR casesthat are completed viathe Service Portal.

ServiceMapping

PRB1079211

AzureDiscoveryfails afteran upgradeto Jakarta

An error occurs:"Exception whencalling ID engine:java.lang.NullPointerException".






Shortdescription


ServiceMapping

PRB646607

Two entrypoints andtwo clusterscanresult inunwantedconnections

Unwanted connectionsoccur when a businessservice has two entrypoints that point totwo different clusterswhich have the sameinformation.

ServicePortal

PRB1069244

ServicePortal -ServiceStatus

"Service"should notbe in thetable body

1. Navigate to <instance>/sp.

2. Select the System Status link.

Note the section headers are inthe table, and the stated row countincludes these headers.

ServicePortal

PRB1073160

ServicePortal -Core

TinyMCEcopy/pasteimages inChrome onWindows/Mac doesnot work

In Service Portal,copying and pastingimages into the TinyMCEeditor does not work inChrome.

1. Create a test page on the ServicePortal containing a TinyMCE field.

2. Use the snipping tool includedin Windows 7 and 10 to take ascreenshot.

3. Click the copy button to copy thescreenshot to the clipboard.

4. Open Google Chrome andnavigate to the page.

5. Try to paste the image.

Expected behavior: The image shouldbe pasted.

Actual behavior: TinyMCE field doesnot display the image or attach thefile. All other browsers can paste theimage successfully.

ServicePortal

PRB1090811

RelatedLists countsare brokenon the form

After an upgrade toJakarta, users cannotsee the count of recordsfor Related Lists in theform widget.

1. Log into any Jakarta instance.

2. Navigate to Service Portal.

3. Open any record which has somedata in Related Lists (open it inthe "Form" page).

Note the count is missing.




Shortdescription


ServicePortal

PRB1160001

ServicePortal -Core

html_templateand scriptfieldswith 4000characterlimittruncateOOBdata thatexceedsthat lengthin Oracle

On normal MySQLinstances, the scriptswork as expected.However, on Oracle,users experienceproblems from time totime with OOB scriptsto be longer than 4000characters on a 4000characters field. Thescripts are cut in half anddo not work.

ServicePortal

PRB1161730

ServicePortal forEnterpriseServiceManagement

RestoreJakartaServicePortaldefaulttheme

The Service Portaldefault theme should bethe same in Istanbul andJakarta.

ServicePortal

PRB1163616

ServicePortal -Core

A usertypingmessage isno longerdisplayed inthe activitystream

1. Impersonate two different users intwo different browsers.

2. Navigate to a request on the ticketpage or a form with an activitystream.

3. Start typing as one user.

Note that the ticket conversationswidget no longer shows that the useris typing to the other user.

ServicePortal

PRB922854

Due to thesp_ng_templatescript limitin Oracleinstances,largertemplatescode getstruncated

In the search resultspage, the results areshowing code snippetsfor the article meta data.




Shortdescription


ServicePortal

PRB1184967

Pastedimages inthe HTMLeditorneed to beconvertedtoattachments

1. Add a new HTML field to a form.

2. Create a new record using theform.

3. Paste an image into the HTMLfield.

4. Save the record.

A sys_attachment record for the imageis not created, which is inconsistentwith the normal UI and may result inperformance issues.

SurveyManagement

PRB1072919

ServicePortalSurveys

When asurveyquestion isansweredinJapanese,thecharactersare gettingconvertedto someincorrectvalues

1. Assign the survey "HelpdeskSatisfaction Survey" to a user.

2. Get the survey URL fromthe assessment created andimpersonate that user to take thesurvey.

3. Take the survey and enter the textin Japanese on the string field.For example:

'#######################################'

4. Submit the survey and open thecompleted assessment instancerecord as an admin user.

5. Click the related link to user'sresponse.

The text is broken for the question"Tell us what you think about IT andwhat you want or need."

SystemApplications

PRB1083579

KB0635328

Jakartaonly:Reinstalledapplicationsare missingfiles/records

1. Install a store app withapplication files. For example,sys_app_application_<xxx>,sys_app_module_<xxx>, etc.

2. Uninstall the store app.

3. Reinstall the app on the instance.

After the app is successfullyreinstalled, most of the application filesare missing. In the localhost logs, thephrase "Skipping, file unchanged sincelast upgrade" is printed for all of themissing files.





Shortdescription


SystemApplications

PRB1115442

A cross-scopeprivilegeaccesserroroccurs inthe globalsearch

In Jakarta, a newglobal search UI isshowing an error:"Error MessageExecuteoperation onscript include'PowerGenKnowledge'from scope 'EnhancedGlobal Search UI' wasdenied. The application'Enhanced GlobalSearch UI' must declarea cross-scope privilegeaccess".

SystemApplications

PRB762225

Ambiguoussearchyieldslots ofambiguoussearch termalerts

The message "Yourtext query containedon common words orambiguous wildcards,please refine your searchand try again" occursmany times on thehomepage when usersare performing a globalsearch.

TextSearch

PRB961986

New searchresultspage nolongergives theoption toenter thelist viewfor 0 resulttables

In the old search resultsscreen, it was possibleto drill down into a tableeven if zero results werereturned.

In the new search resultscreen, it is no longerpossible to click throughto the table.

This is inconvenient forusers who then haveto navigate to the tablemanually and re-build thefilter.

TimeCardManagement

PRB1159698

Openingthe workerportalchangesthe displayvalue forthe existingtime cardcategory totask_workandproject_work

In the Time Cardsrelated list, the valueunder Time type isdisplaying incorrectly. Itshows the value insteadof the label name.




Shortdescription


UIAction

PRB742211

KB0634638

Currencycode isrevertedto '$' whenupdatinga currencyfield via theclient script

After setting the propertyglide.system.locale to'en.AU', the currencycode for currency fieldsshould be displayed as'AUD'.

However, the currencycode is reverted to'$' when updating acurrency field via theclient script.

1. Do one of the following with thecurrency setting:

• Log in as a user with a localcurrency other than USD.

• Open a record with a value in acurrency other than USD.

• Manually set the field value toa currency other than USD.

2. Execute a client script Executea client script that sets thevalue on a currency field usingg_form.setValue(field_name,value).

Note that the currency is changed toUSD. The session currency, or thecurrency that is currently set on thefield, should be preserved.

UIComponents

PRB1156824

The newdatetimefunctionsare notin theglide-api-members.xml

The new datetimefunction are not visible inscoped apps and shouldhave been added to theglide-api-members.xmlfile.



https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/reference-pages/task/t_ScheduleAScriptExecution.html

https://developer.servicenow.com/app.do#!/api_doc?v=jakarta&id=r_GlideFormSetValue_String_String




Shortdescription


UpdateSets

PRB1172683

Overwritingareplace_on_upgrade=truerecord witha customone usingupdate setsmight resultin the newcustomizationbeingoverwritten

Because the"Recorded At" in thesys_update_xml entryfor a file is copied ratherthan generated at thetime an update setis committed, it canbe considered olderthan the prior versionon the system whenthe upgrade engineconsiders whether therecord is flagged foroverwriting. If the newcustomization wasrecorded before thereplace_on_upgradeversion, the upgradeengine will overwritethe customization.The upgrade engineshould always preservecustomizationscommitted after areplace_on_upgraderecord was committed.

UpgradeEngineIssues

PRB1092359

PRB1092445

After theinstallationof a storeapp with/withoutstaticcontent, theupgradesummaryjob failed

After a store app isinstalled with staticcontent, or without staticcontent (without folderslike "ui.html", "ui.jforms",or "ui.jtemplates"), theupgrade summary jobfails with an exceptionthrown in the log.

VendorSecurityRiskAssessment(VSRA)

PRB1108100

Vendorportal crossscopeprivilegeissue

Vendor RiskManagement does nothave access to theglobal script including"SysRelatedList".




Shortdescription



PRB1148328

QualysVulnerabilityIntegration

SecuritySupportCommon

Qualyslookupcodeuses aninefficientquery whenusing thenew CI/VI lookupcode

After implementingthe Qualys integrationfor VulnerabilityManagement, not alldata is being importedinto ServiceNow.

Workflow

PRB1042822

Workflowis hung atjoin activityif rollbackto activity isused

If the workflow has therollback to activity, joinactivity is getting hung indifferent languages.

Workflow

PRB1151957

WorkflowAuthoringTools

Theapprovalcoordinatorhas a newactivityresult ==skipped butthe defaultactivityconditiondoes notincludeskipped

In Jakarta, the approvalcoordinator wasupdated to include theactivity.result == skipped.However, by default,this is not added tothe activity when it isdragged to the workflowcanvas.

1. Create a workflow on the incidenttable.

2. Add 'Approval Coordinator' activityon the workflow canvas.

Notice there is no 'skipped'condition path.

3. Add an empty 'group approval'within the coordinator.

4. Connect the approval coordinatorto 'end'.

5. Create an incident to execute theworkflow.

Expected behavior: A result of'skipped' defaults to 'approved' andmoves to the 'approved' path.

Actual behavior: The activity.result== 'skipped', and the workflow cannotmove to the next activity.

Workflow

PRB1156991

Generateactivitydoes notgenerateapprovalsfrom theApprovalCoordinatoractivity




Shortdescription


Workflow

PRB922101

Switchactivity isnot gettingconditionsin Workfloweditor whenthe sessionlanguage isother thanEnglish

If the customer is using adifferent language otherthan English, Switchworkflow activity may notwork correctly.

1. Activate/install the Hungarianlanguage plugin (I18N: HungarianTranslations).

2. Open any catalog item (e.g.,Apple iPad 3), and add a 'Selectbox' type variable with at least 2question choices.

3. Open the corresponding workflowof catalog item in 'workflow editor'.

4. Change the session language toHungarian.

5. Check out the workflowand add the 'Switch' activityanywhere in the workflow(Alaptevékenységek >Feltételek > Kapcsoló ).

6. In the Switch activity, select type= 'Variable' and add the recentlycreated 'Select box' variable.

7. Submit the Switch activity.

Notice the question choicesappear.

8. Repeat the same steps with theEnglish session.

The Switch activity shows desiredconditions.


• Knowledge Management

• Knowledge search

The multi-language search feature is available when more than one supported language is enabled.When you enable the language plugin and set the system property for multi-language search toTrue, the search query returns the results in all available languages simultaneously. If you set thesystem property for multi-language to False, the search query returns the results based on thelanguage selected with this filter option.Refer to Knowledge search properties for more information.

• Knowledge properties

Two knowledge search properties are added: glide.knowman.search.default_languageandglide.knowman.enable_multi_language_search.

• I18N - Knowledge internationalization

Refer to Knowledge search for information on performing a search on all available languagessimultaneously.





• Jakarta Patch 3a• Jakarta Patch 3 Hot Fix 1 on page 207• Jakarta Patch 3 on page 208• Jakarta Patch 2 Hot Fix 3 on page 242• Jakarta Patch 2 Hot Fix 2 on page 243• Jakarta Patch 2 on page 244• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301

Jakarta Patch 3a Hot Fix 1

The Jakarta Patch 3a Hot Fix 1 release contains fixes to these problems.

For Jakarta Patch 3a Hot Fix 1: Build date: 11-14-2017_1442

Build tag: glide-jakarta-05-03-2017__patch3a-hotfix1-11-13-2017




Fixed problem in Jakarta Patch 3a Hot Fix 1

Problem Short description Description Steps to Reproduce

EdgeEncryption

PRB1075054

KB0656318

Encryption rules arebeing recompiledon every requestand may causeslowdown on theproxy under a largeload

Recompilation of rules iscausing extreme slownesson the proxy after a certainthreshold of requests perminute.

Refer to the listed Known ErrorKB article for details.

EdgeEncryption

PRB1236678

Executing the guidfile generates anerror

Running the proxy keepstrying to read the guid file.When there are any issues inaccessing the file, the logs arefilled with errors.







Fixes included with Jakarta Patch 3a Hot Fix 1

• Jakarta Patch 3a• Jakarta Patch 3 on page 208• Jakarta Patch 2 Hot Fix 1 on page 244• Jakarta Patch 2 on page 244• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301










Persistence

PRB1182304

KB0636072

Chunk copying alarge table on anOracle databasecan degrade overtime (e.g. during theTPP migration on aJakarta upgrade)

Chunk copying is a mechanismfor moving data from onetable to another. It is donein operations such as onlinealters and the TPP migrationin Jakarta. On an Oracledatabase, the speed at whichthe chunk copying is done candegrade over time, causingthese operations to take a longtime to complete.



• Jakarta Patch 3 Hot Fix 1 on page 207• Jakarta Patch 3 on page 208• Jakarta Patch 2 Hot Fix 1 on page 244• Jakarta Patch 2 on page 244• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362







• Jakarta security and notable fixes on page 301










Persistence

PRB1179246

KB0636083

CMDB TPPmigration during aJakarta upgrade canfail if the migrationtakes over 24 hours

On an upgrade to Jakarta, theCMDB table will go througha migration called TPP. Thiscan fail if the migration runsfor longer than 24 hours asthe database connections aredestroyed after being markedas obsolete by the connectionpool sweeper.

The upgrade will get stuckon the fix script that isrunning the TPP migration,z_z_migrate_cmdb_tpp.xml.This can be observed in theupgrade monitor and willrequire manual interventions ora rollback of the upgrade.




• Jakarta Patch 3 on page 208• Jakarta Patch 2 Hot Fix 1 on page 244• Jakarta Patch 2 on page 244• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362







Jakarta Patch 3


Jakarta Patch 3 was released on September 13,2017.

Build date: 09-05-2017_1648







Jakarta includes fixes for security-related problems that affected certain ServiceNow® applications and theNow Platform. We recommend that customers upgrade to this release for the most secure and up-to-datefeatures. For more details on security problems fixed in Jakarta Patch 3, refer to KB0623769.

Notable Fixes




Lists

PRB1158535

KB0635225

In Jakarta,setting theproperty'glide.ui.escape_all_script'to 'false' causesissues with Listv2 paginationand contextmenu

This issue onlyaffects List v2 users.When the property'glide.ui.escape_all_script'is set to 'false', listpagination and thecontext menu do notwork.

1. Ensure that List v2 is active.

2. Go to /sys_properties_list.do and setthe property glide.ui.escape_all_scriptto false.

3. Navigate to Incident > Open.

4. Filter the incident based on anydate field with a "before" or "after"parameter.

Note that data is filtered but the list contextmenu and pagination are not working.









ActivityStream

PRB668424

KB0596358

Line breaksin multi-linestring fieldsare removed inactivity stream

Line breaks in stringtype description field donot appear in UI16.

The following steps use the incidentactivity formatter as an example.

1. Open an instance and ensure that youare using UI16.

2. Navigate to Incident > All.

3. Open an incident record.

4. Click the menu icon and selectConfigure > Form Layout.

5. Add the Description field.

6. Do one of the following to configurethe activity formatter and include theDescription field:

• Update theglide.ui.incident_activity.fieldssystem property

• Customize the fields on the activityformatter

7. Open a saved incident record.

8. Add the following text to theDescription field:

'All work and no play make\n\n'

'Jack a dull boy\n\n'

9. Save the record.

Note that the text you added in step8 is presented in a single line in theactivity formatter.

10. Switch the user interface from UI16 toUI15.

11. Open the record from step 7.

Note that the text added in step 8 isdisplayed on two separate lines.

UIComponents

PRB689175/PRB1057848

KB0622815

g_form.isReadOnlydoes not workfor most fieldswhen markedread-only ontheir dictionaryrecord








Import /Export

PRB933291

KB0622343

Trying tocreate an xlsxformat template(for updateoperations)fails for tablescontaining acurrency outputfield

Exporting an importtemplate and attemptingto save it as an Exceltemplate file locally fails.The import template haszero bytes and cannotbe opened.

1. Navigate to Asset > Portfolios >Hardware Assets.

2. Right-click a column header andchoose Import.

3. Select the Update option and clickCreate Excel template.

Wait for the export to complete.

4. Click Download and save the filelocally.

5. Try to open the xlsx file.

The file size shows zero bytes and anerror message appears.

UIComponents

PRB748992

KB0622856

Referencefields with &in their displayvalue show as& whenglide.ui.escape_textis false

1. Make sure glide.ui.escape_text is setto false.

2. Clear the cache, log out, and log in toverify.

3. Create a group called A & B.

4. Open incident.

5. Change assignment group to A & B.

Expected behavior: The group shows as A& B.

Actual behavior: The group shows as A& B.

Lists

PRB944713

KB0634968

In List v2, atooltip with thefull text doesnot appearas expectedwhen usershover over atruncated cell

When the value istoo long to displaycompletely in the cell,an ellipsis is used tosignify that the valueis truncated. Whenusers point to the value,a tooltip with the fullvalue should appear.However, no tooltipappears in List v2.

1. Navigate to sys_properties.list in Listv2.

2. In the Description column, point to avalue that ends with ...

A tooltip that contains the full value isexpected to appear, but nothing happens.






All Other Fixes



ActivityStream

PRB1039322

Building historysets can resultin a mutex lockand causeperformanceissues

Multiple usersaccessing arecord at the sametime can causeperformance issuesbecause history setsare not allowed tobuild concurrently.Transactions getstuck while the firsttransaction buildsthe history set,which sometimesleads to thesemaphoreexhaustion on allnodes.

AgileDevelopment

PRB1071252

SDLC progressboard UI issues

The task boardwill not refreshautomatically toshow the entiretask. Additionally,changing the stateof a story and savingit will not result inthe disappearanceof the dialog box.

Archiving

PRB868529

Archive ruleon a tablehierarchy doesnot archive therelated recordsof children inthe hierarchy

The archival pluginallows only onearchive rule pertable hierarchy.When an archiverule is defined ona parent table in ahierarchy to archive/delete relatedrecords, the archivalwill only archiverecords in the parentand child tables inthe hierarchy. It willnot archive/deletethe related recordsof child tables.






PRB1093277

Validation ofinput databefore ordering

Proper validationneeds to beenforced on theorder form. Usersshould be preventedfrom submittingblueprint catalogitems withoutallowed patterns andvalues.


PRB1096556

MID Serverdiscovery/operationintermittentlyfails withRequest dateheader too old

When the header'stimestamp is olderthan 15 minutesfrom the requestmade, users mayreceive 403 errorsfor blob storageAzure requests.


PRB1102125

Only onesecurity groupis populatedfor AWSVM networkselection

All possible securitygroups should bedisplayed for anAWS VM selectednetwork, but onlyone is displayed.

Prerequisites

• Set up CMP, service account, and cloudaccounts for AWS. Then, run discovery.

• Set up OS and compute profiles forAWS.

• Create a blueprint to provision an AWSVM.

Steps to reproduce

1. Order a catalog item for an AWS VM.

2. On the order form, pick a network withmultiple security groups.

3. Look at the security group dropdown.

Only one security group is displayedinstead of all possible security groups forthe selected network.


PRB1102686

BlueprintimportedthroughREST APIWill not havedeploymentdiagram

Many users movetheir blueprintsaround from oneinstance to otherby importing themthrough the RESTAPI. This PRBcauses blueprintdiagrams to get lostduring REST APIimports.






PRB1103198

The attributestackId iscausing thedeserializationto OrderDTOfail


PRB1105664

For theVirtual_Server_Datastore,attributeDatastore ismissing

1. Log into the application as an admin.

2. Create blueprint VM on VMware.

3. Navigate to Operations > Steps.

4. Click on Virtual Server. provisionoperation.

5. Search Datastore attribute and checkthe Show in form checkbox.

6. Click Save.

7. Click Generate Entities under relatedlinks.

8. Click Virtual_Server_Datastoreattribute link.

For the Virtual_Server_Datastore attribute,Datastore is missing. It does not reload anyvalue from the pool if it is not fixed.


PRB1105666

OS Template:For VMwareOS templates,the Guest OSattribute isnot visible bydefault

1. Navigate to OS Profile.

2. Create a new OS profile calledCentos.

3. In the OS Profile Mappings section,click New.

4. Select the cloud account and location.

5. Type Centos Image Template in theselect box and select the requiredCentos image.

6. Click Submit.

7. In the OS Profile Mappings section,click the image you selected forCentos.

The Guest OS should be a mandatoryattribute that is always visible to the user,but users cannot see it.






PRB1106090

Virtual ServerStorageAccountfield is mademandatory forAWS provision

This issue occursfor users with hybridcloud setups andconstraints areadded. The storageaccount field ismade mandatory,but it does not showup on the orderform. Users cannotsubmit orders, andVMs on AWS do notwork as expected.

Prerequisites

• Create an AWS cloud account and rundiscovery.

• Set up an OS profile and computeprofile.

Steps to reproduce

1. Navigate to the Blueprint Module.

2. Create a new blueprint (hybrid VM):

• VM on logical datacenter• Select logical datacenter• Add the constraints AWS, Vsphere,

and Azure

3. Check the blueprint out, publish it to acatalog, and enable the Active checkbox.

4. Navigate to the cloud user portal.

5. Click Launch a Stack.

6. Select the catalog item and clickLaunch.

7. Enter valid data in the order form.

8. Click Submit.

The Virtual Server Storage Account field ismandatory.


PRB1106134

Non-VMresources areshowing up insearches forResource Aliasname

1. Create a blueprint that contains aStorage Volume, a Virtual Server, anda vSphere Datacenter.

2. Navigate to OS profiles.

3. Click an existing OS profile (e.g.Centos).

4. Click Cloud Script OS ProfileMappings > New.

5. Select the blueprint.

6. Click the search icon to selectResource Alias.

All VM resources are listed.






PRB1107304

The Event fieldshould showup by default,and it should bemandatory

1. Navigate to Blueprint.

2. Create a new blueprint for a VM onVsphere.

3. Generate a form.

4. Create a new form load rule.

The Event is added from the form layout,but the Event field show up by default andit should be mandatory.


PRB1107581

AzureVMProvision: Errormessage is notcorrect whenpassword is notset in imagecredentials

Prerequisites

1. Set up the OS and compute profiles.

2. Create a blueprint to provision a VMon Azure.

Steps to reproduce

1. Navigate to OS Profile.

2. Open the image template details.

3. Next to the credentials select box,click the information button to open theassociated image credentials.

4. Leave the username as-is, remove theentered password, and save.

5. Navigate to User Portal.

6. Submit the order to provision a VM.

The error message does not display properlogs that reflect the password is not set.


PRB1108326

AWS tagsare not beingdiscovered

Discoveringresources in anAWS datacenterdoes not returnexisting tag valuesfor those resources.

1. Create an AWS Service Account.

2. Discover datacenters.

3. Run discovery against a specificdatacenter with tagged resources (e.g.tagged EC2 instances).

4. Examine the discovered VM's tagvalues.

There is no data present.






PRB1108528

Unable to addan existingscript underresponseprocessor

1. Navigate to Cloud Management >Cloud Service Design > ResourceBlocks and click New.

2. Create a resource block named Test,fill out the fields, and submit it.

3. In the Test resource block, clickResource Script.

4. Create a new resource script of typeResponse Processor, and submit it.

5. Navigate to Operations > Steps.

6. SelectConnectAndCreateVirtualMachineand add a step such asComputeInterface.createnode.

7. Select ComputeInterface.createnodeand click Response Processor.

8. Click the + to add the responseprocessor script.

The list does not show any script names foryou to select.


PRB1110596

Azure discoveryfails with"Missing serviceprincipal field:ClientId" whenboth v1 and v2are installed

When the pre-Jakarta Azureplugins are installedalong with thenew Jakarta CloudManagementplugins, attemptsto discover Azuredatacenter result ina root exception.

The following error occurs:

org.mozilla.javascript.JavaScriptException:Missing service principal field: ClientId- if your Azure credential (serviceprincipal) was imported, pleaserestart your MID server and try again.(script_include:AzureCloudAPIBase; line341)


PRB1112542

ProvisionedAWS virtualmachineinstances donot containmemoryinformation inCMDB

1. Activate the Cloud Managementplugin.

2. Create an AWS cloud account and rundiscovery.

3. Create an AWS Virtual Machineblueprint and provision.

4. After the provision is completed, checkthe cmdb_ci_vm_instance table.

Memory information is not stored for theprovisioned Virtual Machine instances.






PRB1117447

Inconsistency inthe activation ofcatalog items

When importing aYAML blueprint,a catalog itemis created andautomaticallyactivated. However,when creating acatalog item froma cloud templaterecord, the catalogitem is inactive bydefault and usershave to activate it.

1. Import YAML blueprint and navigate tothe resulting catalog item.

Observe it is already active.

2. Navigate to cloud templates and pastein a YAML blueprint.

3. Select ServiceNow blueprint as thetype.

4. Save the record.

5. Click Create blueprint and catalogitem.

Observe it creates a catalog item that is notactive and you have to activate it yourself.


PRB1151479

Customapproval policyfails

Custom approvalworkflow does notspawn from policy.






PRB1151544

Azure Alertimplementationneeds to getupdated dueto Microsoftchanges

Microsoft hasreleased a newversion of their alertmechanism, andthe current alertmechanism will nolonger be supportedstarting on October1, 2017. This affectsCloud customerswho are using thecom.sn_azure pluginwith Azure Alertsturned on.

The Azure Alertmechanism syncsthe status of CMDBAzure cloud CI'swith the actual CIin the cloud. Forexample, a userruns discoveryagainst Azure whenone VM in the 'On'state. However,before the nextdiscovery is run,the VM goes downor someone turnsthe VM off. Sincediscoveries do notoccur continuously,Azure Alertsimmediately providethe new VM statusand keep the CMDBin sync with theactual cloud CI.

In order to continuereceiving Azurealerts fromMicrosoft, usersneed the fix for thisPRB.


PRB1152044

Disk attach onlyworks for LSIcontrollers

Currently, only diskswith LSI controllerscan be attached invCenter. Disks withnon-LSI controllersshould be allowedas well.






PRB1153205

Azure privateimages arenot gettingdiscovered

This problem occurswhen Azure privateimages are createdfrom a VM that usesa managed disk.

Community

PRB1027244

Communitieswrapper scriptincludes areonly accessiblewithin scopeand are read-only protected

Without the fix forthis PRB, userscannot customizethe Communityproduct functionality.

Community

PRB1145610

User activitystreams are notpopulated whenactivities arecreated

Since the useractivity streams arenot populated, thereis no activity feed oremail notifications.

Community

PRB1154937

Subscriptionsare not workingfor externalusers

The followingissues exist withsubscriptions forexternal users:

• When externalusers post inCommunity, theyare not auto-subscribed to thecontent.

• Clicking onSubscribe onForum, topiclanding pages,and contentpages does notrespond.

• If an externaluser is notsubscribed tothe forum andposts content inthe same forum,then the postcan disappearfrom the activityfeed on the homepage and profilepage.

1. Log into Community as an externaluser.

2. Posts a question in a forum (IPv6).

Make sure the user is not subscribedto this forum. Observe that the postdisappears after some time or after thepage refreshes.

3. Click on the question.

Observe the user is auto-subscribed tothat question.

4. Click subscribe.

It is not responding.





Community

PRB1154957

The avatar isnot showingcorrectly in theactivity feed

After the questionermarks a person'sanswer as correct,the avatar of thisperson is notdisplayed in theactivity feed, whichthrows a consoleerror.

1. Log into Community as David Loo andsubscribe to IPv6 forum.

2. Log into Community as Abel Tuter.

3. Post a question in forum (IPv6).

4. Log in as David Loo and answer thequestion above.

5. Log in as Abel Tuter, mark David'sanswer as correct, and navigate toAbel's activity feed.

Observe that David's avatar is notdisplayed in activity feed.

Core Platform

PRB1109409

Downloadscheduledjobs forcds_client_nameandcds_client_mappingare not activeby default

1. Activate thecom.glide.data_services_canonicalization.clientplugin.

2. Go to the cds_client_schedule table.

The scheduled jobs for cds_client_nameand cds_client_mapping are not active.


PRB1107640

Approvalworkflow isnot workingas expectedwhen a plugin isactive

This issueoccurs when theCustomer ServiceManagementdemo data pluginis installed andthere is morethan one approvalgroup in theapprovals workflow.If users have thesn_customerservice.customerrole, they do notneed to wait forother approvers toapprove a record.Then, the workflowactivity is approved.





DomainSupport

PRB650898

UI15/UI16:Domainreference pickerdoes not show'global' option

After activating theDomain Separationplugin, the domainreference pickerdoes not showthe 'global' option.The global domainplaceholder cannotbe selected byadmin users.

Prerequisites

• Ensure the reference domain picker isactivated on the instance.

• Ensure Domain XXX is the defaultdomain.

Steps to reproduce

1. Log in as admin.

2. Change the domain from picker toTOP/MSP.

3. Try to change the domain to Global.

The global domain cannot be found.Clicking Reset to default sets thedomain to XXX (no global domain).

4. Open any record from sys_user table.

5. Change the domain from XXX toGlobal.

6. Save.

The admins cannot go back to the globaldomain using the reference domain picker.

EdgeEncryption

PRB1155624

Edge proxiesfail to recoverfrom networkoutages,exceedingthe exchangequeue size andnever catchingup to it oncethe networkrecovers

After a networkoutage, the EdgeEncryption proxyserver fails torecover. Theinstance marksthat proxy asunresponsive duringthe outage andonline after theoutage. However,users still cannotaccess the instancefrom that proxy. 502errors are thrownfrom the client sidefor requests goingthrough the proxy. Inthe proxy server log,the following error isthrown: Max queuesize 1024 exceededby HttpRequest.





EventManagement

PRB1093158

After a CI ischanged toMaintenance,the old alertis reopenedinstead ofcreating a newalert

1. Check the interval forevt_mgmt.active_interval (e.g. 900seconds).

2. Create an alert on a CI and closeit, make sure the alert is not inmaintenance, and close it.

3. Wait for the duration of theevt_mgmt.active_interval (e.g. 900seconds).

4. Open the CI.

5. Change the CI's status to Inmaintenance.

6. After one minute, check the alert.

It should be marked as Maintenance:True with the sys_updated_onupdated.

7. Send an event with the alert'smessage_key.

The event will be bound to the old alert.Instead of creating a new alert, the old alertis reopened.


PRB1098496

Records areshowing upblank for adminusers

After an upgradefrom Express toEnterprise, adminusers no longerhave the read/writeaccess to differenttables.

FacilitiesServiceManagement

PRB1083503

The FloorPlan Filterspopover is slowwhen there aremany renderedoptions (10,000or more)

1. Install the Facilities VisualizationWorkbench plugin.

2. Create 10,000 cmn_departmentrecords.

3. Navigate to $ng_fvw.do.

4. Open the Filter popover and clickaround.

Notice the delays.





FinancialManagement

PRB1104017

When ahierarchy hasmore than10 levels,segments donot display onthe WorkbenchUI

When a hierarchyhas 10 or morelevels and userson the Workbenchare trying to addsegments throughthe manual rollupmethod, the "ToSegment" dropdownwill show only 1 or 2options or nothing.

1. Install the ITFM plugin.

2. In the Workbench UI, find an accountthat has 10 or more hierarchy levels.

3. Click on one of the boxes inside anaccount.

4. On the Default Rollups tab, selectManual from the Rollup Method.

5. Click Add rollup.

6. Under the 'To Segment', the dropdownis empty or only shows 1 or 2 options.

The dropdown does not show all segmentsfrom itfm_bucket_allocation_account.


PRB1100562

HR Ticket pageperformanceissue whenthe number ofrecords in thetask table ismore than 6million

When the task tablecontains more than6 million records,the HR Ticketpage experiencesperformance issues.

1. Log in to an instance with around 5million records in the task table.

2. Activate the HR scoped Service Portalplugin.

3. Go to any HR ticket page.

There is a performance delay in loading theticket page, and all dependent REST APIsare timing out.

Import /Export

PRB1032318

Load datausing OracleJDBC datasource via MIDServer fails withNullPointerException

The issue istriggered whencolumns ofTIMESTAMP datatype containingNULL values arequeried. Returninga NULL valuein the result setcauses later dataprocessing to fail.

Import /Export

PRB944813

Large CSV/JDBC/XLSimports holdsmemorythrough Importprocess

When importingdata from largeCSV, JDBC, or XLSfiles, memory usageincreases and doesnot go down.





KnowledgeManagement

PRB1105067

KB0634431

The pagekb_article_viewdoes notrender properlyin Frenchlanguage

If thecom.snc.knowledge_serviceportalplugin is enabledand Frenchlanguage isselected, thekb_article_viewpage in ServicePortal does notrender properly.Also, the Comments& Helpful sectionis missing from thepage.

1. Enable bothplugins:com.snc.knowledge_serviceportaland com.snc.i18n.french.

2. Follow the steps below:

a. Change language to French.

b. Open the following link:

http://<instance>.service-now.com/sp?id=kb_article_view&sys_kb_id=<sys_id

of the article>

The page should render properly with theHelpful and Comments sections showing.However, the page will not render properly.The Helpful & Comments Sections aremissing. It also throws some JavaScripterrors in the console.

Lists

PRB1113348

With List v3enabled forrelated listsand having therelated recordand sourcerecord openin separatetabs, editing therelated recordupdates thesource recordfields

1. Navigate to Incidents > Open.

2. Open any incident.

3. Add the "Problem->Parent" related listto the form.

4. From the "Problems" related list, selectEdit.

5. Add any problem to the list.

6. Open the added problem in a separatetab.

The incident will be opened in one taband the related problem in another tab.

7. Change the short description of theproblem and save the record.

Expected behavior: The short descriptionof the problem will change and the incidentfields will remain unchanged.

Actual behavior: The short description ofboth the problem and the incident fieldschange to the new value.






Lists

PRB711491

Duplicate tabsappear on arelated list thatloads after theform loads (ListV3 enabled)

When a relatedlist is loaded afterthe form loads withList v3 enabled, asecond copy of therelated list tabs alsoload on the form.

Prerequisites

• Activate the List v3 plugin.• Enabled related lists to work with List

v3.• Ensure there are a few v2 related lists

mixed with the v3 related list on yourtest form.

Steps to reproduce

1. Go to any item_option_new record(variable).

2. Add the following related list:

• Question choice: Question• Options: Question• Item variable assignments: Item

Variable• Item variable assignments: Order

Guide Variable• Variable layout: Variable, Updates,

Versions

3. Make sure you set your related list toload After the form loads.

4. On the item_option_new record,reload the list and scroll all the waydown to see the related list.

After several refreshes, a duplicate set oftabs is loaded. This issue is sporadic andrequires multiple refreshes of the form.

MID Server

PRB659977

Some sudoersconfigurationswill breaksnc_ssh

Ajava.util.regex.PatternSyntaxExceptionerror is thrown.

MID Server

PRB671436

MID Serverscan persistentlyget TCPtimeouts fora certain IPuntil the MID isrestarted





MID Server

PRB718011

CyberArkintegration doesnot work withVMware

VMware Discoverydoes not workwith CyberArk.VMware needs toadd DomainName toaccount (identical towindows) - withouta domain prefix, itcannot log in.

1. Integrate with CyberArk.

2. Add a VMware credential in CyberArk.

3. Add the credential in ServiceNow.

4. Discover the IP that hosts VCenter.

MID Server

PRB750509

KB0623705

MID Serveroperation stallsindefinitely onfailed credentialload due to 429error

API transactions tothe instance can failduring heavy traffic.If the databasestalls briefly underload, the queueof 50 can pile upquickly, resulting in429 errors comingback to requests.If this occurs whena credential loadis in progress, theerror is not handledand discoverystalls. Otheroperations can alsobe impacted, suchas MID Server logwrites where there isno queue and retry.

This does not impactECC queue trafficbecause thereare inbound andoutbound queuesthat hold the trafficthat does not getreceived or sent.



PRB1102896

password_reset.request.max_attempt_windowsets expire datein the past ifyou set theproperty with avalue over than27 days

When thepassword_reset.request.max_attempt_windowproperty is set to avalue longer than27 days, usersare able to retrypassword resets foran indefinite periodof time.







PRB1104617

After thedeletion of adevice fromthe enrollmentpage, clickingSubmitredirects pageto 'NotificationPreference'with bad devicereference

When an SMSdevice is deletedfrom a passwordreset enrollment,the exit screenreturns to adevice notificationform rather thanthe enrollmentsuccessful screen.


PRB1057238

Workbenchwidget crasheson IE11 (PADashboards,Service Portal)

In IE11:

1. Navigate to Performance Analytics >Dashboards.

2. Add the workbench widget to adashboard.

The workbench widget causes IE11 tocrash.

3. Navigate to Service PortalConfiguration > Designer.

4. Add a new page and insert theworkbench widget.

5. Switch to preview.

The workbench widget causes IE11 tocrash.

Persistence

PRB1089776

Jakartaupgrade issuewith CMDBflattening.

Errant CMDBdictionary recordscan preventthe successfulcompletion of TPPmigration





Persistence

PRB1100441

KB0634407

A specificStackOverflowErrorduring a querycan leave anode in thecorrupt state

During a databasequery, a specificStackOverflowErrorcan lead to incorrectdata deletion orinsertion. Due tothe unpredictablenature of the error,symptoms arevaried and couldinclude any or noneof the following:

• Multiplescheduled jobs(sys_triggertable) aremysteriouslydeleted.

• Business rulerecords aremysteriouslyinserted(sys_scripts).

Persistence

PRB1109574

An ALTER thathas alreadytaken 24 hoursis not finishedas expected

Persistence

PRB1109582

Performanceissues canoccur forlarge tableson instanceswith manyconcurrentwrites to thetable beingaltered

Persistence

PRB1109624

Large tableupdates arenot chunked,resulting inperformancedegradation






Persistence

PRB1116792

Translatedfields onpartition tablesresult in invalidSQL and theinability to querytables

1. Have a field stored ona partition table persys_storage_alias.storage_table_name(e.g. cmdb$par1).

2. Make that field a translated type insys_dictionary (e.g. translated HTML).

3. Open the table that contains that field.

If there are no other fields that are storedon the same partition as the translatedHTML field, the partition will never bejoined and the SQL statement will fail.

ProjectPortfolioManagement

PRB1148647

JavaScripterror on loadingthe planningconsole

A JavaScript erroroccurs when theplanning console isloading. This issuehappens in Chromeand Safari.


PRB1097838

Performanceissues withthe Qualysintegration forVulnerabilityManagement

The Qualysintegration forVulnerabilityManagement needsto limit the datathat is going to beimported.


PRB1100387

Remove allreferencesto "Intel"for McAfeeintegrations andupdate logoin Integrationconfig






PRB1113095

Splunk appcannot createsecurityincidentswith thesn_si_integration_userrole dueto scopedadministration

If scopedadministrationis enabled, theSplunk applicationon Splunkbasefails to createsecurity incidents forusers with the rolesn_si.integration_user.

1. Activate the Security IncidentResponse plugin.

2. Create a user with only the rolesn_si.integration_user.

3. Log in as that user.

4. Navigate to the sn_si_incident_importtable.

The user does not have access to thistable. Alternatively,

1. Log in to the Splunk app.

2. Click Create ServiceNow SecurityIncident to create a security incident.

A 403 permissions error message isdisplayed.

ServiceCatalog

PRB1080728

KB0635648

On Jakarta,g_form.addOptionwith an emptyvalue adds thelabel instead

When theaddOptions API isused in an onLoadcatalog clientscripts, the '-- None--' option is being setas the value of theselect box field.


ServiceCatalog

PRB1093349

KB0635643

Referencevariablesautocompleteattributesdefined onvariablesattributes arenot honoredin catalogreferencevariables

Autocomplete is notworking with thecolumn set up invariable attributes.It is not returningany result and givingan error 'Invalidreference'.








ServiceCatalog

PRB942734

Reference typevariables witha referencequalifier areignoring thereferencequalifier inthe lookuppopup whenthe tree_pickerattribute is setto true

When the tree pickerformat is used forthe list of recordson the referencedtable, after usersclick the referencelookup icon on aService Catalogreference variable,the referencequalifier is notapplied in somesituations.

1. Navigate to the Service Catalogmodule and create a new catalog item.

2. Create a reference field variable withattribute set as tree_picker=true indefault value column. For example, thetable is referring to cmn_location.

3. Make sure that variable has areference qualifier condition as asimple one. For example, [Condition][is] [Where City] [is one of][Baltimore, Seattle].

4. Save the catalog item and click Try it.

Expected behavior: The list should respectthe condition defined under the referencequalifier variable (e.g. Baltimore andSeattle).

Actual behavior: The list of records onlyrespects the defined table - it does nothonor the condition defined when usersset the tree_picker attribute as true.For example, when users type 'SanDiego' (which is not part of the definedcondition), and click on the reference icon,it displays the list of records belonging toSan Diego.

ServiceNowStore Site

PRB1109494

Issue withUTF-8 supportto upload files

After an app isuploaded, theapp title showsup as '???' if itcontains Japanesecharacters.

Service Portal

PRB1015303

Tablecheckboxesneed to belabeled foraccessibility

This issue affectsFirefox/NVDA.Chrome/VoiceOverare unaffected.

1. Navigate to the Service Portal.

2. Click System Status.

3. Examine the contents of the table.

Other than the service names, none of thevalues in the table are in the tab order.


PRB956836

Error messageafter receivinga SoftwarePurchase OrderLine

After receiving aSoftware PurchaseOrder, users aresent to the Requestform. The errormessage 'Invalidentitlement licensemetric type' isdisplayed.





SourceControlIntegration

PRB916398

KB0622533

Exceptionsthrown duringSource ControlCommit canleave the localrepository dirty,preventingfurtheroperations

If an exceptionis thrown duringsource controlcommit (export),the local repositorycan be left in a dirtystate, preventingany further sourcecontrol operations.


Templates

PRB943625

Users areunable to enterfurther valuesinto WatchList fields ontemplates afterentering aninvalid value

When entering aninvalid value in theWatch List field ona template, usersget an error "Pleaseenter a valid emailaddress or User".After this occurs,they are unable touse autocomplete toassign further usersto the field.

1. Navigate to an existing changerequest record or create a new changerequest record.

2. Add a user to the Watch List field andsave the record.

3. Create a new template.

4. Use the "type ahead" or themagnifying glass icon to search andadd a new user to the Watch List field.Keep adding users until you see anerror message.

All the existing users will be clearedand new users cannot be added to thetemplate.

TestManagement

PRB1069166

Adding testcases to a testplan causes anerror

The feature 'AddTest Cases fromTest Suite' fails ontest records.

1. Navigate to Test Management > TestPlans.

2. Create a new test plan and save.

3. Open a new test plan.

4. Click Add Test Cases from TestSuite.

5. Enter a test suite name in the pop-upwindow.

6. Click OK.

Transactionand SessionManagement

PRB951339

After upgradingfrom Genevato Istanbul,timeout popupscreen doesnot appear aftertimeout

After a sessiontimes out, thetimeout popupscreen does notappear.






UIComponents

PRB1082285

The 'Edit tag'icon on theincident form isvisible but doesnot work

1. Log into the instance and switch to theUI15 interface.

2. Open any incident records.

3. Click the 'Edit tag' icon on thenavigation bar.

Expected behavior: An input box shouldappear to insert a new tag.

Actual behavior: The 'Edit tag' button is notresponsive when clicked.

UIComponents

PRB1102205

KB0636091

Incident prioritylookup is notworking afteran upgrade toJakarta

After an upgradeto Jakarta, thePriority field doesnot automaticallychange when thevalues for theUrgency or Impactfields change.

1. Open an instance in any version priorto Jakarta.

2. Upgrade to Jakarta.

3. Open an incident and try changing theImpact and Urgency choice list values.

Expected behavior: The Priority fieldshould change automatically when theUrgency or Impact field changes.

Actual behavior: The Priority lookup doesnot get triggered immediately after anupgrade.






UIComponents

PRB1109557

CI referencefield whichdepends onanother CIreferencefield showsno upstream/downstreamrelationshipswith attributetree_picker=true

When a CI referencefield dependson another CIreference field andhas the tree_pickerattribute set to true,the downstream/upstreamrelationship does notwork correctly.

1. Create the following dictionaryrecords:

• Label: CI1

Name: u_ci1

Type: Reference

Reference: Configuration Item(cmdb_ci)

• Label: CI2

Name: u_ci2

Type: Reference

Reference: Configuration Item(cmdb_ci)

Dependent: u_ci1

Attribute: tree_picker=true

2. Add CI1 and CI2 to the problem form.

3. Open a problem and set CI1 toBlackberry.

Note: This is an out-of-boxdemo CI with relationshipsdefined.

4. Click the magnifying glass next to CI2.

Expected behavior: A list of downstreamand upstream relations allows users tochoose a CI.

Actual behavior: An empty list ofdownstream and upstream relationsappears.





UIComponents

PRB688006

KB0623122

sys_Metadata_deletegrows rapidlyfor sys_filterdeletes andcauses outagesduring upgrades

The Activity Streamfield will add a'mobile = true'sys_filter every timeit is viewed. Once11 or more suchrecords have beencreated for a singleuser, the code startsto delete them.

For users who usethe activity stream,this can result intens of thousands ofsuch records beingcreated and deletedper week.

When these recordsare deleted, theystay in the table assys_metadata_deleterecords becausethese recordsare tracked insys_metadata.Also, they havesys_customer_updateset to true, so thatfor versions affectedby PRB951491, thenode running thedatabase upgradecan be out ofmemory.







UIComponents

PRB935834

KB0623128

Defined relatedlist does notdisplay thecorrect numberon the tabif there is adefault filter onthe list and Listv3 is enabled

When multiplerelated lists aredisplayed in atabbed layout ona form, the tabdisplays the count ofrecords on that list inthe format n, wheren is the number ofrecords in the list.

If using List v2, thenumber n displayedin the tab correctlyreflects the numberof records displayedin the related list ifa filter is applied.So if the relatedlist initially containsfive records, and itis filtered so onlythree records aredisplayed, the tabshows 3, not 5. IfList v3 is active andyou view the samerelated list with thefilter, the tab shows5 even though onlythree records aredisplayed.

This behavior occurswith List v3 active ifthe List v3 relatedlist setting is not off.


Update Sets

PRB1105514

Unable toedit thesys_propertyglide.update_set.auto_previewas an admin






Visual TaskBoards

PRB951955

Clickingassignee avatarfrom A-sideautomaticallypromotes tomember

In mobile, if a VTBassignee's avataris clicked from theA-side, the useris promoted to amember of the VTB.

Using an iPad:

1. Open a VTB board.

2. Open the A-side by clicking theMember icon.

3. Click an assignee's avatar.

Instead of taking the user to the profilepage, the assignee is promoted as amember.


PRB1086049

VulnerabilityGroups witha filter type of'Condition' or'Filter Group'may causeVulnerabilityInserts andUpdates toslow downexponentially

1. Load a system with Vulnerabilities andVulnerable Items.

2. Test the performance of an import of aknown size.

3. Create several VulnerabilityGroups with a filter type that is notVulnerability.

4. Retest the import's performance.

Workflow

PRB1103857

Need to addprotectionagainst infiniteloop whentraversing allpositive pathsduring Generateworkflow activity

The 'generate tasksactivity' does notwork as expected innormal and standardworkflows. Theactivity does notwork unless a userdeleted and addsthe activity again.

Workflow

PRB1110528

After anupgrade toJakarta, thecheckout pageis blank

In Service Catalog,the checkout pagedoes not work whenthere is a workflowassigned to the item.

1. Navigate to the requested item(sc_req_item) table and make thedefault value empty for dictionary entry'Stage'.

2. Open any catalog item.

3. Fill out the catalog form.

4. Click Try it.

5. Submit the item.

Expected behavior: It should display theorder status with the created REQ andRITM.

Actual behavior: It displays a blank page.





Workflow

PRB957885

Stage fieldis empty inthe list viewwith domainseparationenabled

wf_stage has adomain_masterattribute pointing towf_workflow_version.For different domainusers, they will seean empty stage inthe activity_stagefield on workflowversion.


• Security Operations

• Splunk integration setup

Before performing Splunk integration setup procedures, be sure to define an integration user withthe sn_si.integration_user and sn_si.analyst roles on your ServiceNow instance. Additionally, inorder to perform imports, you need the import_transformer role to obtain read and write permissionto the security tables. The sn_si.integration_user role should be defined with the import_transformerportion of the role.

• Now Platform

• Enable domain selection menus in UI16

To return to your home domain, click the return arrow next to the reference field. Admin users canclick the return arrow to return to the global domain.



• Jakarta Patch 2 Hot Fix 1 on page 244• Jakarta Patch 2 on page 244• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301













PRB1165719

When the glide.ui.i18n_testproperty is set to true,parameter validation does notoccur

This issue can occur when theglide.ui.i18n_test property is set to true, orwhen the Dutch language is enabled, whichcauses all provisioning requests to fail.



• Jakarta Patch 2 Hot Fix 5 on page 239• Jakarta Patch 2 Hot Fix 4 on page 240• Jakarta Patch 2 Hot Fix 3 on page 242• Jakarta Patch 2 Hot Fix 2 on page 243• Jakarta Patch 2 Hot Fix 1 on page 244• Jakarta Patch 2 on page 244• Jakarta Patch 1 Hot Fix 3 on page 284• Jakarta Patch 1 Hot Fix 2 on page 285• Jakarta Patch 1 Hot Fix 1 on page 287• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301
















UI Components

PRB1204839

Slowness after an upgrade toJakarta

List loading for "Cases Opened" or "All Cases"takes up to 10-15 seconds. This issue relatesto the list containing a category field, which isset to a choice type field.



• Jakarta Patch 2 Hot Fix 4 on page 240• Jakarta Patch 2 Hot Fix 3 on page 242• Jakarta Patch 2 Hot Fix 2 on page 243• Jakarta Patch 2 Hot Fix 1 on page 244• Jakarta Patch 2 on page 244• Jakarta Patch 1 Hot Fix 3 on page 284• Jakarta Patch 1 Hot Fix 2 on page 285• Jakarta Patch 1 Hot Fix 1 on page 287• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301














Persistence

PRB1182304

KB0636072

Chunk copying alarge table on anOracle databasecan degrade overtime (e.g. during theTPP migration on aJakarta upgrade)

Chunk copying is a mechanismfor moving data from onetable to another. It is donein operations such as onlinealters and the TPP migrationin Jakarta. On an Oracledatabase, the speed at whichthe chunk copying is done candegrade over time, causingthese operations to take a longtime to complete.


Persistence

PRB1179246

KB0636083

CMDB TPPmigration during aJakarta upgrade canfail if the migrationtakes over 24 hours

On an upgrade to Jakarta, theCMDB table will go througha migration called TPP. Thiscan fail if the migration runsfor longer than 24 hours asthe database connections aredestroyed after being markedas obsolete by the connectionpool sweeper.

The upgrade will get stuckon the fix script that isrunning the TPP migration,z_z_migrate_cmdb_tpp.xml.This can be observed in theupgrade monitor and willrequire manual interventions ora rollback of the upgrade.


Persistence

PRB1109574

An ALTER that hasalready taken 24hours is not finishedas expected



• Jakarta Patch 2 Hot Fix 3 on page 242• Jakarta Patch 2 Hot Fix 2 on page 243• Jakarta Patch 2 Hot Fix 1 on page 244• Jakarta Patch 2 on page 244• Jakarta Patch 1 Hot Fix 3 on page 284• Jakarta Patch 1 Hot Fix 2 on page 285• Jakarta Patch 1 Hot Fix 1 on page 287• Jakarta Patch 1 on page 287





• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301










UI Action

PRB742211

KB0634638

Currency code isreverted to '$' whenupdating a currencyfield via the clientscript

After setting the propertyglide.system.locale to 'en.AU',the currency code for currencyfields should be displayed as'AUD'.

However, the currency code isreverted to '$' when updatinga currency field via the clientscript.

1. Do one of the followingwith the currency setting:

• Log in as a user witha local currency otherthan USD.

• Open a record witha value in a currencyother than USD.

• Manually set the fieldvalue to a currencyother than USD.

2. Execute a client scriptExecute a client scriptthat sets the value ona currency field usingg_form.setValue(field_name,value).

Note that the currency ischanged to USD. The sessioncurrency, or the currency thatis currently set on the field,should be preserved.





https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/reference-pages/task/t_ScheduleAScriptExecution.html






• Jakarta Patch 2 Hot Fix 2 on page 243• Jakarta Patch 2 Hot Fix 1 on page 244• Jakarta Patch 2 on page 244• Jakarta Patch 1 Hot Fix 2 on page 285• Jakarta Patch 1 Hot Fix 1 on page 287• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301










Service Mapping

PRB646607

Two entry points and twoclusters can result in unwantedconnections

Unwanted connections occur when abusiness service has two entry points thatpoint to two different clusters which have thesame information).



• Jakarta Patch 2 Hot Fix 1 on page 244• Jakarta Patch 2 on page 244• Jakarta Patch 1 Hot Fix 3 on page 284• Jakarta Patch 1 Hot Fix 2 on page 285• Jakarta Patch 1 Hot Fix 1 on page 287





• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301










Import / Export

PRB1032318

KB0639046

Loading data using OracleJDBC data source via MIDServer fails with NPE whilequerying table that containscolumn of type timestamp withnull values

Loading data from Oracle JDBC datasource via MID Server fails with null pointerexception while querying table that containscolumn of type "timestamp" with null values.



• Jakarta Patch 2 on page 244• Jakarta Patch 1 Hot Fix 3 on page 284• Jakarta Patch 1 Hot Fix 2 on page 285• Jakarta Patch 1 Hot Fix 1 on page 287• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301

Jakarta Patch 2


Jakarta Patch 2 was released on August 18,2017.

Build date: 08-11-2017_0919













Notable Fixes




IT ServiceManagement

PRB1091777

KB0623761

gs.calDateDiffresults in anout of memoryerror whendates crossDST changedays

When dates cross aDaylight Saving Timechange, gs.calDateDiffresults in an outof memory error.gs.calDateDiff is usedin the 'mark_closed'and 'mark_resolved'business rules, whichare in the Incidentmodule and IncidentAutoClose scheduledjob.


Workflow

PRB1084321

KB0634377

Window hangsbecause ofworkflowsequencegenerationwhen a versionstill containspipes "|" in thesequence fields

A Workflow versionthat still contains thepipes AND are usingLegacy or ServiceCatalog renderers theold behavior is seen onvery complex workflows.











TransactionandSessionManagement

PRB1056914

Unclaimedtransaction,whoseunderlyingrequest getsrecycled whilewaiting inqueue, is leftin the activetransaction list

When an instanceis running a large UIactivity with presenceenabled, the followingerror appears inthe localhost logs:'Cancelling unclaimed(waiting) transaction'.This transaction willstay in the ActiveTransactions list untilrestart.


PRB910543

Some ACLsremain afteran Expressto Enterpriseconversion pre-Istanbul

After an Express toEnterprise conversionon a Helsinki, Geneva,or Fuji instance, someACLs remain thatprevent Enterpriseadmins from fullyaccessing script fieldsand other tables/fields.

PlatformPerformance

PRB1058404

KB0623334

Query hashvaluesmismatch afterupgrading

After upgrading toHelsinki or later,customers mayexperience query hintsnot being applied (thathad previously beenadded to improveperformance of specificqueries). Queries thatused to run fast will nowbe significantly slower.


ServiceCatalogWidgets:ServicePortal

PRB912031

KB0622029

Date fieldsubmittedthrough anOrder Guide onService Portalreverts back tothe current date

A date field whose valueis a future date that issubmitted through anOrder Guide on ServicePortal reverts back tothe current date if thedate format is set toanything else other thanyyyy-MM-dd.





All Other Fixes


Shortdescription


Assessments

PRB1084672

ServicePortalSurveys

Unexpectedwhite spaceon ServicePortalsurveys

1. Create a survey.

2. Assign the survey to a user.

3. On the Service Portal, take thesurvey.

The survey title has extra white space.

AssetManagement

PRB1058467

KB0634595

Integration-MicrosoftSCCM2007,Integration-MicrosoftSCCM2012,Integration-MicrosoftSCCM2012 v2

WhenDiscoveryandSCCM areoperatingtogether,the SCCMimportcreatesduplicateDiscoverymodelrecords

If Discovery and SCCMare run in parallel,duplicate discoverymodel records arecreated by the SCCMimport, preventingsoftware installationsfrom being picked upby CSD reclamationflows. When a usersubmits a reclamationrequest for a softwareinstallation, the requestnever recognizes theinstallation. The requestis unable to match itdue to the duplicatediscovery model.

This issue is causedby a redundant SCCMtransform map whichpopulates a value onthe software installationtable that is alreadypopulated by a businessrule running on thattable.






Shortdescription


Authentication

PRB1057025

Clicking onPasswordReset URLin resetemailsgives anerror

Clicking the PasswordReset URL in resetemails gives an error:"Password Reset ErrorUnauthorized access."

This issue occurswhen 'sysparm_token'contains a space (specialcharacter).

1. Navigate to the Password ResetDefault Self Service.

2. Type in username abel.tuter.

3. Type in abel.tuter again to verify.

4. Click Done.

5. Navigate to System Logs >Emails.

6. Open the URL in the PasswordReset email.

Note an error shows up: PasswordReset Error Unauthorized access.

Authentication

PRB1094116

KB0623885

Integration- MultipleProviderSingleSign-OnEnhancedUI

Propertyglide.authenticate.sso.redirect.idpisoverwrittento emptyuponupgrade toJakarta

When an instanceis upgraded toJakarta, the propertyglide.authenticate.sso.redirect.idpis incorrectly overwrittento empty. In addition,Express instancesshould have the propertycreated by the system ifit is not already defined.



PRB1036000

Azure NICsare notremovedfrom theconsolewhen aprovisionedinstance isdeleted

When a provisionedVirtual Machine isdeleted, networkinterface cards (NICs)are not deleted from thecloud or the CMDB.

1. Create a VM on Azure.

2. Once the VM is active, navigate tothe cmdb_ci_vm_instance table.

3. Verify the NIC's endpointrelationship. The NIC statusshould be installed.

4. Navigate back to the user portaland terminate the provisionedinstance on Azure.

5. Navigate back to thecmdb_ci_vm_instance table.

The NIC endpoint relationship is notupdated, and the NIC is not deletedfrom the CMDB.





Shortdescription



PRB1056913

Afterprovisioninga VirtualMachine,the userdoes notknow whichcredentialsto use tolog in to theVM

On the portal, endusers are not told whichuser they should useto log in to their newlyprovisioned resources.The end user is ableto download their ownprivate key from theportal, but there is nouser associated to thekey.

1. As a service user, download a keyfrom the user portal.

2. Provision a Linux VM using thatkey.

3. Try to log into the VM with thatkey via SSH.

You need a username that you do nothave.


PRB1057050

Issueswith CloudAPI importfeature

Cloud API scripts can beexported, but the importfunctionality can result inerrors in some cases.


PRB1066998

Cloudmatchfails whenresourceoperationattributesdifferfrom CMPconvention

Cloud match fails whenresource operationattributes differ fromthe CMP convention(for example, Network,Subnet ID). This issueoccurs when resourceoperations are createdthrough an externalsource, such as the AWSService Catalog.


PRB1074523

Cloud Userportal:Usersreceiveerrors whenclickingon CloudNetworkResource

When a user navigatesto the Cloud NetworkResource on the UserPortal, an error appearsin the UI.

1. Navigate to the Cloud User Portal.

2. Navigate to Resources > CloudNetwork Resource.

Users receive an error: ServerJavaScript error Cannot find functiongetLabel in object null.


PRB1076722

Blueprintfunctionalitydoesnot workwhen theresourceblocksinside theblueprintcontainspecialcharacters

Blueprints can breakwhen a resource blockis put into the blueprint.This issue occurs whena resource block iscreated with ARM/CFTtemplates, and theresource block containsspecial characters orstarts with numbers.




Shortdescription



PRB1085641

MID Servercapabilityissue

If a MID Server is inAWS, and another MIDServer is in vSphere,both MID Servers shouldbe up and validated.However, if a CMPrequest is made to thevSphere MID Server, therequest is picked up bythe AWS MID Server.Requests should berouted to the appropriateMID Server.


PRB1085643

Groupview onresourcesthat areownedby themember ofthe group

On the cloud user portal,users should be ableto see the resources ofgroups they belong to,in addition to resourcesthey own.

1. Activate the Cloud Managementplugin.

2. Navigate to Cloud Management.

3. Create a Group.

4. Associate multiple users to agroup (e.g. User A and User B).

5. Log in as User A and User B.

6. Set up the data required to ordera stack.

7. Log in as User A and User B, andorder some stacks.

8. Navigate to the user portal to viewresources.

Users A and B are unable to view andmanage the resources of the groupthey belong to.


PRB1086937

WindowsVM loginissue

After provisioning aWindows VM, the userneeds to be able to log into the VM.

1. Complete an AWS discovery.

2. Create a VM on an AWSblueprint.

3. Go to the order form and order theblueprint.

Once the VM is provisionedsuccessfully, the user cannot log in toit.




Shortdescription



PRB1090382

Whenprovisioningfails, theVM is notcleaned up

When a failedprovisioning attemptleaves a stack in AWSin the 'Rolled back'state, and the stack isdeleted, the failed stackstill remains in the AWSconsole.

1. Discover a AWS cloud account.

2. Create a VM attack VolumeBlueprint on AWS.

3. Order the blueprint where VMpasses and the volume fails.

When the volume fails, the VM is notcleaned up. It still remains in the AWSconsole.


PRB1091824

Whenprovisioninga VM onvSphere,users areunable toselect theVNET orvSpherefolder

When provisioning abasic VM on vSphere,users should be ableto select Network andFolder by default

1. Navigate to the User portal.

2. Click Launch a Stack.

3. Click the vSphere catalog thatwas already created.

4. In the order form, click Provision.

The values for Network and VM folderare not reloaded. By default, theNetwork and VM folder parametersshould get reloaded successfully.


PRB1091852

AWS Ohio,London,FrankfurtregionscannotsupportCloudFormationtemplate

Due to an underlyingerror with S3 buckethandling, users areunable to launchCloudFormation templateon these three AWSregions.

Prerequisites

• Set up an AWS Service account.• Set up cloud accounts for the

regions eu-west-2, eu-central-1, us-east-2.

• Discovery should be complete.

Steps to reproduce

1. Navigate to cloud templates.

2. Import the CFT.Generateblueprint catalog item andpublish it.

3. Navigate to the user portal andorder the catalog item on theregions eu-west-2, eu-central-1,and us-east-2.

CloudFormation does not work in eu-west-2, eu-central-1, and us-east-2.




Shortdescription


Community

PRB1018919

'guest'permissiondoes notwork asexpectedfor publiccontent

If the 'guest' recordis deleted with ascript, the 'guest user'experience whilebrowsing Communitycontent no longer worksas expected. Guestusers are unable tosee forums, topics,questions, and answers.

Community

PRB1027269

Accessibleoptions on'CommunityCacheUtilSNC'and'CommunityGlobalUtilSNC'are setto globalwhich isnot a validoption

Community

PRB1034428

Migrationscriptshouldnot createforumsfor whichno SQAcontentexists

When data is migratedfrom Social Q&Ato Community, aCommunity forumshould not be createdif no question existsin the correspondingknowledge base.

1. Log in to an instance with theCommunity plugin activated.

2. Go to the fix script Migrate SocialQA to Community and activate it.By default, it is in the deactivatedstate.

3. Load the demo data.

4. Click Run Fix script.

A confirmation popup will appear.

5. Click Proceed in Background.

6. Check the progress workers, andwait until the script finishes.

A forum is being created for eachknowledge base, regardless of theexistence of Social Q&A questions inthat particular KB. If no Social Q&Aquestions exist in that particular KB,it should not create corresponding acorresponding forum.

Community

PRB1076124

SubscriptionsandActivityFeedFramework

'ViewSubscriptions'times outfor non-Communityadminusers

When using 'ViewSubscriptions', non-Community adminusers are experiencingperformance issues.After 5 minutes, theprocess times out.




Shortdescription


Community

PRB1085548

A forum'slist of topicsis empty,and forumadmincannotassociatea newtopic with aforum

End users cannot seethe topics when a forumadmin updates a forum.In addition, the forumadmin cannot associatenew topics created bythe community admin tothe forum itself.

1. Log in as a community admin.

2. Open an existing forum and nameit F1.

3. Associate F1 with an existingtopic, e.g. T1.

4. Update F1's description and savethe record.

5. Log in as an end user andnavigate to forum F1.

6. On the forum landing page for F1,look at the topics on the right side.

The topic T1 should be listed, butit is not there.

7. Log in as a community admin.

8. Create two new topics in thesystem.

9. Log out and log back in as aforum admin for forum F1.

10. Navigate to the forum F1 andnavigate to Topics > New.

11. Try to select the topics youcreated in step 2.

The forum admin is not able to see thetopics.

ConditionBuilder

PRB1041510

Lists v2,TabletDeviceSupport- iPadwith iOS6+, NGsharedcomponents

Breadcrumbsandconditionsconstructedfromexistingquerystringsdisplaythe wrongoptions,and someoptions aremissing




Shortdescription



PRB1106622

CMDBdashboardwidgets donot displaythe data

The data for CMDBdashboard widgets is notdisplaying.

1. Navigate to CMDB Dashboard >CMDB View.

2. Look at the different widgets forCMDB Health.

The data for the widgets is notpopulated.


PRB743045

KB0622621

ServiceModeling

"Modeltoo big"exceptionin ServiceModel onsvc_model_obj_elementis breakingthe wholeservicecomputation

The error shouldappear without causingcomputation to fail.

CorePlatform

PRB1096460

Afterupgradingto Jakarta,some usersare seeingthe error"Illegalaccess tomethodgetURLStringin classcom.glide.sys.Transaction"

CorePlatform

PRB713495

A reportexported toPDF thatincludesthe'watch listcontains'filterdisplaysthe sys_idof thewatch listmembersinstead ofthe username

When a report includesthe 'watch list contains'filter and it is exportedto PDF, the sys_id ofwatch list members isdisplayed instead of theuser name.





Shortdescription


Discovery

PRB1073258

Dirty Flag- Mergeoperation(somepatternscontainsinvalidmergesteps)

While using the patterndesigner to view thesteps of some patterns,occasionally a step isincorrectly marked aschanged, and a 'needto save' UI indicationappears even though nochanges were made. Insome cases, the false-positive save can alsocause the removal ofsome elements from thepattern being saved.

Discovery

PRB1100652

Tomcatprocessclassificationis turned offby default

The default settingfor Tomcat processclassification should be'true'.

1. Activate Discovery.

2. Navigate to CI Classification >Processes.

The process classification for Tomcatis 'false' instead of 'true'.

Discovery

PRB752896

KB0622861

'The RPCserver isunavailable'error whendiscoveringMSSQL

Users receive theerror 'The RPC serveris unavailable' whendiscovering MSSQL.


Discovery

PRB951240

KB0622631

An IPnetworkspecifiedwith asubnetmask of /32will preventa Discoveryschedulefromstarting

1. Create a Discovery Schedule.

2. Add an IP Network with an IP159.202.255.170/32.

3. Click Discover Now.

Discovery

PRB958217

vCentereventcreatesduplicateVMinstances

Multiple reconfigureevents can trigger twodiscoveries on the sameVM, which results induplicate VM instancerecords.






Shortdescription


DomainSupport

PRB1059048

KB0623414

Whenusers areassignedto 200or moregroups, theinstancecanbecomeslow

domainCache can beundersized for instancesthat have users assignedto 200 groups or more.This can cause slowperformance across theinstance.

1. Create a user.

2. Assigned 200 or more groups tothe user.

3. Open a form.

Notice the form will take a long timebecause thousands of queries are sentto the database regarding the domain.

Email

PRB960093

Domainseparation- Whenusing the'send email'buttonfeaturefrom withinan incident,emailsare notreceivedcorrectly

In domain-separatedinstances, the incident'send email' buttonresults in the error "Userdid not press the Sendbutton in Email Client".

1. Create two domains (Tech andCustomer) which are in differentbranches in TOP.

2. Associate an itil user to the Techdomain, and give them visibility tothe Customer domain.

3. Create a user in the Customerdomain.

4. While impersonating this user,create an incident via self-service.

5. Impersonate the itil user, andopen the incident you created instep 4.

6. Using the Email option in theform, click Send to send an email.

The sys_email record reports "Userdid not press the Send button in EmailClient".

EventManagement

PRB1057120

OOMoccurs inImpactStatusUpdater.loadAlertGroupsAndFilteredBSSbecauseAlertHistoryhad noequalsor hashfunctions

If several businessservices (BS) change inone impact calculation,it loads the AlertHistoryrecords for each BS.But if an alert appearsin more then 1 businessservice, it will load ittwice.

EventManagement

PRB1080896

Fix alertcorrelationdoes notwork asexpectedin domain-separatedenvironments

If an alert's domainis a child of the alertcorrelation rule's domain,the rule is not visible forthe alert.





Shortdescription


Express

PRB1074525

ExpressadminsstartingfromHelsinkiand belowwill seeblankACLs whenconvertingtoEnterpriseon Istanbul

Upon upgrading toIstanbul, some Expressadmins cannot see ACLcolumns.

FinancialManagement

PRB1061774

Budgetactualsexcludethe lastday of themonth forperiods inGL stageddata

1. Navigate to Financial Planning >Console.

2. In the new window, scroll toFiscal Period and select Months.

3. Select Fiscal Units: Quarter andchange its value to FY17: Q1.Take note of this value.

4. Select Fiscal Units: Months andchange its value to FY17: M03.

When adding the total Monthly values,they should be same as the total valuefor Q1, but they are not.

For example, a user changes all GLStaged data records with posting dateof 2017-04-30 to 2017-04-29. If a userchanges these back to 2017-04-30and regenerates the actuals in theBudget Console, these costs areomitted from the Monthly total.




Shortdescription


FinancialManagement

PRB1072750

FinancialManagement

BudgetConsole:BudgetAmountcolumnunder'BudgetPlans' onlyshows'OperationalBudgetedAmount'and doesnot includethe 'CapitalBudgetedAmount'

Under Financial Planning> Budget Planning >Console > Plans, theBudget Amount columnunder Budget Plansonly shows 'OperationalBudgeted Amount'. Inaddition, it does notinclude the 'CapitalBudgeted Amount'.

1. Activate the FinancialManagement plugin(com.snc.financial_management).

2. Navigate to Financial Planning >Budget Planning > Console.

3. Click Plans and open any plan.

The 'Budget Amount' column onlyshows 'Operational Budgeted Amount',and it does not include the 'CapitalBudgeted Amount'.

FinancialManagement

PRB1074362

PerformanceAnalytics-ContentPack -FinancialManagement

Newdashboardsare notvisible tousers withPerformanceAnalyticswith theFinancialManagementplugin

FinancialManagement

PRB1112746

Costallocationdata isincorrect inJakarta

The cost allocationengine does not produceall general ledger (GL)expense lines.

1. Navigate to a Cost Modeldefinition.

2. Add segments to GL expenselines.

3. Allocate a few split buckets to thesegment.

4. Trigger the allocation engine,which generates the GL expenselines for the selected segments.

The allocation engine does notgenerate all allocation lines.




Shortdescription


Foundation

PRB725136

VisualTaskBoards,Checklist,ServiceManagementCore

When nouser ID isgiven, allchecklisttemplatesarereturned(insteadof only thecurrentuser'stemplates)

1. Enable the Checklists plugin.

2. On an Incident form, configurethe form design and add theChecklist formatter.

3. On the form, create a checklist.

4. Then, click the arrow to the rightof the Checklist and select Saveas Template.

5. Navigate tochecklist_template.list.

You are able to assign a Group to atemplate, but it does not work becauseall users (in any group) can still applythe template.

Note: A checklist template isdifferent from a regular formtemplate. To apply it, youneed to click the arrow to theright of the 'Checklist' insidethe incident form.

Governance,RiskandCompliance

PRB956734

ServiceManagementCore

Customizedrecord onknowledgebasetable isoverwrittenby anupgradedue toincorrectupdatename

In the GRC plugin,one of the files isincorrectly named'kb_knowledge_base.xml',which causescustomized knowledgebase records to getoverwritten duringan upgrade. The fileshould be named'kb_knowledge_base_3e15d7209f2031002920f7f8677fcf09.xml'instead.


PRB1015463

HumanResourcesScopedApp:Core

User field inHR Criteria> HRConditionsis not beingrespected




Shortdescription



PRB1017607

HumanResourcesScopedApp:LifecycleEvents,HumanResourcesScopedApp:Core

Undefinedvariable"{targetUserID}"breaksevaluatingcertain HRCriteria onBulk CaseCreation

1. Install the 'Human ResourcesScoped: Core' plugin.

2. Navigate to HR CaseManagement > Create BulkCases.

3. Choose Filter by HR Criteria.

4. Choose All non-US users.

Notice no results are shown.

5. Navigate to user Abel Tuter andconfirm his location is not in theUSA.

KnowledgeManagement

PRB1016345

KnowledgeAdvanced,SubscriptionsandActivityFeedFramework

Userssubscribedto aknowledgebaseare notreceivingemailnotificationswhenarticleis eithercreated orrevised

When a user issubscribed to aknowledge base andan article is createdor revised, the userdoes not receive emailnotifications. However,users are receivingnotifications as expectedwhen a comment isadded to an article.

1. Log in as Abel Tuter to aninstance with knowledge bases.

2. Navigate to Knowledge Bases.

3. Subscribe to the Knowledgeknowledge base.

4. Log in as admin.

5. Publish a new article in theKnowledge KB.

Abel Tuter does not receive an emailnotification.




Shortdescription


KnowledgeManagement

PRB1101506

kb_categorypage isblank inJakarta

The category pageis blank when userscreate a new categoryfrom a related list in theKnowledge Base formlayout.

1. Log in to an instance as admin.

2. Navigate to Knowledge >Knowledge Base.

3. Click New.

4. Enter a short description,description, and set the owner toan end user.

5. Click Save.

6. Log in as the end user.

7. Navigate to Knowledge >Knowledge Base.

8. Click the knowledge base youcreated earlier.

9. Under the Knowledgecategories related list, click New.

10. Verify the label, value, parent ID,and active fields.

No fields are present except thesubmit button.

Lists

PRB717585

NGsharedcomponents

List v3 listsall recordsagainst areferencefield whena value isenteredand thereferenceicon isclicked

When a value has beenentered into a referencefield and the magnifyingglass is clicked, insteadof showing records thatstarts with or containsthat entered text, it isshowing all recordsinstead.

For example, oncmdb_ci field, if the text'computer' is enteredand the magnifying glassis clicked, instead ofreturning records thatstart with or contains'computer', it lists allrecords.

This only occurs with Listv3.

1. Log into an instance with List v3activated.

2. Open an incident record wherethe cmdb_ci field is present onthe form.

3. Type in "hp" on the cmdb_ci fieldand click the magnifying glass.

It returns all records.

4. Deactivate List v3 this time andrepeat steps 2-3.

It only returns records wherename starts with "hp".




Shortdescription


Lists

PRB933539

List v3Components

If the listhas listbottombutton UIactions,userscannotsee the listpaginationcontrols

If List v3 is active fordisplaying a list, andthere is a List bottombutton UI action, it willdisplay the button onthe left of the footerat the bottom of thelist. However, the listpagination controls arenot displayed on theright.

On a Istanbul or Helsinki instance:

Note: For Helsinki, usersmight need to deactivate oneof the system UI actions for'Moving to Application' or thecatalog item list will display asList v2, not List v3.

1. Activate List v3, and ensure it isactive and working for displayingthe lists.

2. Navigate to Service Catalog >Maintain Items.

Note that activate and deactivatelist bottom button UI actionsdisplayed on the bottom leftside of the footer, but the listpagination does not display on theright side of the footer.

3. Click Configure > UI Actions.

4. Disable the activate anddeactivate list bottom buttons(uncheck the box).

Users return to the catalog itemslist.

Note that the list pagination controlsappear on the right side of footer asexpected.


PRB956033

activate_desktop_plugin.jscan causeout ofmemoryissuesbecausethe collisiondetector isrestarted

1. Activate thecom.glideapp.password_reset.addon.orchestrationplugin.

2. Upgrade the instance.

The CollisionDetector is unnecessarilyrestarted before the next plugin isupgraded.


PRB1041106

PA contentpacks donot pre-fill themandatoryfields forforecast

When the indicator editform is opened, theuser is asked to fill outmissing default values.This can be confusingand inconvenient.




Shortdescription



PRB1095450

KB0623824

PerformanceAnalyticsdashboardis emptyafter anupgrade toJakarta

Performance Analyticdashboards appearas empty. The reportsstill exist, but theassociation with thedashboards need tobe reestablished. Inaddition, the ServiceNowPerformance homepagedoes not render.


Persistence

PRB1076315

ClothoJS API ismissingmethod toreturn datato get timestamp ofdata points

Persistence

PRB1092392

Updatesets or anupgradehave thepotentialto makeCMDB datainaccessible

The CMDB code andpath can be corrupted,which makes datainaccessible.

Persistence

PRB1096046

KB0634597

A fieldcreatedon a basetable is notavailableto anextendedtable afterapplying anupdate set

A column created ona base table (such ascmdb) is not availableto a child table (such ascmdb_ci_win_server)after transferring thatcolumn to anotherinstance using anupdate set. However, thecolumn is still availableto the child table on thesource instance.


Persistence

PRB1097966

FollowingTPPmigration,users withcomplicatedCMDBhierarchiesmay seeinvalid SQLin CMDBqueries






Shortdescription


Persistence

PRB1110419

Usersmay seeduplicatechoices forthe classfield

Choice lists contain thesame 'sys_class_name'field label for both targetand root tables.

Persistence

PRB1111740

GlideRecordClassSwitchernot workingfor TPPtables(CMDB inJakarta)

Class switching withinthe CMDB does not workas expected in Jakarta.Users are only able tochange to a child of thecurrent class, but theyshould be able to changeto any class in the tree.

Persistence

PRB741410

BeforeQuerybusinessrule worksdifferentlywhenusing Glideaggregatecount

Under certain conditions,single score reports candisplay blank or incorrectdata.

If a Before Querybusiness rule isconfigured on a tablewith one or moreaddOrCondition filterconditions, a singlescore report on thattable generates aninvalid SQL, and the ORcondition is not in theright place. As a result,the single score reportsor widgets displayincorrect data.

When the user drillsdown on the report, alist loads with the correctresults.

Persistence

PRB957261

'fix_rp_amb_processor.xml'introducesmultipleissues byreinitializingthe collisiondetector

Users may notice thefollowing symptoms:

• The fix script removesthe 'saved' statein the upgradeoptimizer.

• Fix scripts executeslowly.

• The instanceexperiences memoryissues.




Shortdescription


ProjectManagement

PRB953538

ProjectManagement

Membersnot loadingon ProjectStatusPortal

1. Navigate to ProjectManagement > Project StatusPortal.

2. Click Show users > Addmembers.

3. Type the valid name of a user.

The user's name does not show inthe list of suggestions, and the listindefinitely shows "Searching."

Reporting

PRB1070036

ResponsiveDashboards

Exportinga PAdashboardto PDFwith abreakdownsource withthe 'act asfilter' setresults in"java.net.URISyntaxException:Illegalcharacter inquery"

When a PA dashboardhas a breakdown sourceand the 'Act as Filter'setting, exporting thatdashboard to PDFfails with the error: "Anunexpected error hasoccurred. Please see theinstance logs for moredetails"

Prerequisites

• System propertyglide.cms.enable.responsive_grid_layoutis set to true

• The WebKit HTML to PDF plugin isactivated

Steps to reproduce

1. Impersonate Fred Luddy.

2. Navigate to PerformanceAnalytics > Dashboards.

3. Create a new dashboard namedTest.

4. Navigate to pa_dashboards.list.

5. Open the record for the Testdashboard.

6. Under Breakdown Source, addthe Act as filter field.

7. Change the Breakdown Sourceto Incident.State.

8. Double-click Act as Filter andselect Incident Priority - Single.


10. Pick a state value from the filtershown on the page (e.g. OnHold).

11. Export the Dashboard to PDF.

An error appears: "An unexpectederror has occurred. Please see theinstance logs for more details".




Shortdescription



PRB1065904


When areport isscheduledon thesecurityincidenttable,users withsn_si_adminand adminroles arenot able toview thesecurityincidentsfields

When a report isscheduled on tablesn_si_incident, theattachment of thereport does not showall records or all fields.However, users can seeall records and valuewhen only the report isrun or from the list view.




Shortdescription



PRB1072373


Vulnerabilitiescreatedwith SAMNVDcausingperformanceproblems

When SAM NVD isinstalled, it is enabledby default. SAM NVDcan cause performanceissues because it willcreate VulnerableItems whenever newsoftware is discovered,but users may not wantthis behavior or want torely on Qualys instead.

The fix for this PRBallows users to disableor limit the creationof Vulnerability Itemsto specific CIs and/orVulnerability Entries(controlled by filters).

To access thissetting, navigateto Vulnerability >Administration >Configure SAM NVD,and select the Detectvulnerabilities usingSAM data checkbox.

• For users who havealready installedthe VulnerabilityResponse plugin,the setting is 'on' andthe behavior is notchanged. To disableSAM NVD, uncheckthe setting.

• For users who areinstalling the pluginfor the first time,the setting is 'off' bydefault.

1. Enable the Vulnerability pluginwith demo data in order topopulate the NVD.

2. Enable the Software AssetManagement plugin.

3. Create some software assets withvulnerabilities.

The instance experiencesperformance issues.

ServiceAnalytics

PRB1090020

In CMDBgrouping,highnumber ofrelationshipscausesOOMexception

When CMDBrelationships are usedfor grouping alerts, andthe alert CI has a veryhigh number of definedrelationships, users mayreceive out of memoryerrors.




Shortdescription


ServiceCatalog

PRB1040411

KB0635037

AutomatedTestingFramework:Users areunableto set thevaluesto thevariablesin RecordProducerandCatalogItems

After defining a 'SetVariable Values' type ofTest Step, users cannotadd more variables tobe set. This works asexpected when definingfor the first time, butusers are unable toupdate the variables.

1. Navigate to Automated TestFrameworks > Tests > New tocreate a new test.

2. Provide a name and description.

3. Click Save.

4. Go to the Test steps related list,and click New to create one step.

5. On the popup, select the ServiceCatalog and click the OpenCatalog Item form to open theitem.

6. Click Sales Laptop and save.

7. Go to the Test steps related list,and click New to create anotherstep.

8. Select the Set Variable valuesoption and click Submit.

9. Open the step you created in step7 and select Additional Softwarerequirements.

A textbox does not appear, andthe user cannot enter values forthe variable.

10. Select a second variable.

Expected behavior: After selecting onevariable value, a select box shouldautomatically display to select a valuefor the other variable.

Actual behavior: The select boxesare not shown to select the secondvariable value. This issue also occursin record producers.





Shortdescription


ServiceCatalog

PRB1080317

Afterupgradingto Jakarta,all CatalogItems arethrowing anerror "NotAuthorized"

The UI macro'catalog_item_grid' nolonger works in Jakarta.


1. Navigate to the CMS pageOrder Things (/nav_to.do?uri=content_page.do?sys_id=57f67b720a0a0bdd00f5f11df403c958).

2. Click Edit Page > Add content.

3. Select Content Blocks - CatalogItem Grid View and add it to theright column of the page.

4. Click Preview.

5. Click Apple iPhone 5.

An error appears: "You are either notauthorized or the cart item is invalid".




Shortdescription


ServiceCatalog

PRB1082072

KB0635657

Catalog UIpolicies andonChangecatalogclientscripts arenot fired onread-onlyfields

When a read-onlyvariable's value ischanged dynamically,catalog UI policies andonChange catalog clientscripts associated withany read-only field arenot triggered.

This issue occurs inrecord producers,catalog items, and orderguides. It does not occuron Service Portal.


1. Set up the following:

• Catalog item: TestPRB1082072

• Variables: test_dropdown_1(select box), test_text_1(single line text), test_label_1(label)

• UI policy: Set Test Text 1Read Only.

• UI policy: Reveal Label 1. Thismakes Test Label 1 visiblewhen Test Text 1 has 'option2'as the value.

• Catalog client script: Set testtext dynamically. This will setthe value of Test Text 1 whenTest Dropdown 1 changes.

2. Navigate to Maintain Items andsearch for the catalog item TestPRB1082072.

3. Open the catalog item, and clickTry it.

4. Change the Test Dropdown 1 toOption2.

Expected behavior: A label called 'TestLabel 1' will appear under the 'TestText 1' variable.

Actual behavior: 'Test Label 1' doesnot appear, which indicates that thecatalog UI policy 'Reveal Label 1' isnot being triggered.





Shortdescription


ServiceCatalog

PRB1090985

UI policiesrun ontargetrecordseven whenthey areconfiguredto not runon targetrecords

Existing UI policies areapplied on the targetrecord of the recordproducer even thoughthe 'Applies on theTarget Record' optionis disabled in UI policydefinition

1. Ensure that the incident form isconfigured to display incidentvariable editors.

2. Create a record producer on theincident table.

3. Create a variable for the recordproducer:

• Name: single• Type: single line text

4. Create a UI policy on the recordproducer where: if the user entersthe value in single line text as"test", the field becomes read-only.

5. Configure these settings:

• Select Applies on CatalogItem view

• Deselect Applies on Targetrecord

6. Save the changes and try therecord producer.

7. Enter the value as "test" in therecord producer.

8. Click Submit.

Expected behavior: When the userenters "test", the single line text shouldbe marked as read-only. Upon clickingSubmit, the page should redirectto the incident form, and under theincident form variable editor, the fieldshould not be marked as read-only.

Actual behavior: Even though the"Applies on Target Record" option isdisabled in the UI policy definition, theconditions are applied on the targetrecord.




Shortdescription


ServiceCatalog

PRB652351

KB0610420

RITMrecords areintermittentlycreatedwithouttheirvariables

Variables are eitherbeing deleted or (morelikely) are not even beingcreated for some RITMrecords.

This issue is not reproducible ondemand. However, based on the finaloutcome, the steps to reproduce are:

1. Order a Catalog Item.

2. Check whether variables arecreated.

Note that sometimes the RITM iscreated without the variables.

ServiceCatalog

PRB946137

On theRITM page,if a Catalogitem hastwo or morereferencevariables,and one ofthem hasa "WriteRole"associatedto it, thenall thefollowingreferencevariableswill beread-only

1. Log into an instance.

2. Navigate to Maintain items,select any item, and add tworeference variables.

3. Assign a write role to one of thevariables.

4. Make sure to associate anorder to the variables so thatthe variable with the write roleassociated to it runs first.

5. Order a Catalog item andnavigate directly to the RITM.

Notice that all variables are now read-only.





Shortdescription



PRB686965

ServicePortal -Core

Autocompletein ServicePortalcatalogitemsreferencepicker doesnot behavethe sameas platformreferencepicker

In a reference elementfield on a ServiceCatalog item, severalvariable attributes can,optionally, be definedon the variable. Thisenables Service Catalogadministrators to control:

• The fields that displayin the autocompletedropdown for areference element

• What fields to search• The order in which

the fields appear

These variables shouldbe supported by ServicePortal. For moreinformation, see Auto-complete for referencefields.




Shortdescription



PRB721238

KB0621064

In ServicePortal, theVariableEditorwidgetdoes notwork withsc_taskrecords anddoes notload clientscriptsproperly

In Service Portal, theVariable Editor widgetfails when a catalog taskis added to the portal.Also, variables do notdisplay on the form.

1. Navigate to Service Catalog >Open Records > Tasks.

2. Open any catalog task that hasvariables.

For more information, see Addcatalog item variables to a task.

Note that the variable formatter isdisplayed.

3. Navigate to Service Portal >Pages.

4. In the ID column, find and openthe record for the index page.

5. In Related Links, click Open inDesigner.

6. In the Widgets list on the left,select the Unordered List widget.

7. Drag the widget and drop it in anylocation on the page.

8. Click the edit icon to edit thewidget. Use the following values:

• Table: Catalog Task [sc_task]• Display field: Short

description• Link to this page: Form

9. Click Save.

10. Navigate to Service Portal.

11. Select the task from step 2.

Note that the SP-Variable Editorwidget fails and variables are notshown on the form. If you configurethe form and remove the Variableeditor, the error is not displayed.



https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/service-catalog-management/task/t_AddCatalogItemVariablesToATask.html

https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/service-catalog-management/task/t_AddCatalogItemVariablesToATask.html



Shortdescription



PRB727410

Catalog UIpolicy doesnot work onrequesteditemsviewed onthe formpage ofthe ServicePortal

1. Create a catalog item.

2. Create a variable.

3. Create a catalog UI policy for thecatalog item:

• Select Applies on Catalogtasks

• Select Applies on RequestedItems

• Set Run scripts in UI Type toBoth

4. Create a UI policy action for thevariable with the following:

a. Read Only: true

b. Mandatory: Leave as is

c. Visible: Leave as is

5. Using the Self-Service view,access the catalog item. Takenote of the requested item thatwas created.

6. Open the requested item createdfrom the Service portal using theform page: http://instance/sp?id=form&table=sc_req_item&sys_id=&<sysid of the requested item>

The variable is not set to read-only.The catalog UI policy does not takeeffect on the form page of the ServicePortal.

This works as expected when theApplies on a catalog item viewoption is selected. However, selectingthis option causes the Catalog UIPolicy to take effect when user theaccesses the catalog item to order.




Shortdescription



PRB751778

An oddnumber ofreferencevariablefields incontainerin formcausesfields toshift fromright to leftand viceversa

An odd number ofreference variablefields in a container oftype '2 columns wide,alternating sides' causesthe odd number field tojump from left to rightand right to left after avalue is selected in theother reference fields. Aneven number of variablesin a container of type'2 columns Wide, oneside then other' causesone side to render morevariables than the other.




Shortdescription



PRB934309

ServicePortal -Core

Date/Timevariabledoes notshow thecorrectvalue in theVariableEditorwidget

The Date/Time variabledoes not show thecorrect value if therecord is accessedthrough the ServicePortal after submission.

1. Activate the Service Portal plugin.

2. As a user with elevated privileges,navigate to Settings and changethe time zone to US/Central.

3. Navigate to Service Catalog >Maintain Items > Sample item.

4. Activate the catalog item.

5. Click Try it.

Notice the field 'Date/Time' showsthe current time in US/Central.

6. Set the value in this field andsubmit the request.

The RITM Variable editor showsthe same time you set beforesubmitting the record for the Date/Time variable.

7. Access the same recordin Service Portal (/sp?id=form&table=sc_req_item&sys_id=41bdcafbdb423200f2fff71fbf961948&view=sp).Make sure that the page ID is'form'.

The variable editor Date/Time fieldshould show the same time in theService Portal as seen in RITM recordoutside of the Service Portal. Instead,the variable value shows a time that isfive hours ahead than expected.

The issue is not related to the Date/Time picker but with how the valueshows up after submitting for the Date/Time variable.

ServicePortal

PRB1015177

ServicePortalSocialQA

'Ask aquestion'submissiondoes notprovidefeedback

When a user submits aSocial Q&A question,the page appearswithout notifying theuser that any changehas occurred. This issueoccurs when usingChrome/VoiceOver orFirefox/NVDA.

When you submit a social Q&Aquestion, the page appears withoutnotifying the user that any changehas occurred. This can be seen usingeither Chrome/VoiceOver or Firefox/NVDA.

ServicePortal

PRB1015268

ServicePortal -Core

TheRequestsmenu is notpresentedas a menu

Instead of beingpresented as a link, theRequests menu shouldbe a collapsed menu.




Shortdescription


ServicePortal

PRB1061820

ServicePortalUserCriteriaSupport

sp_widget,sp_page,andsp_search_sourceformsshouldchangebased onglide.service_portal.user_criteria_enabledsystemproperty

When user criteria isset to 'true', related listsshould be shown andthe roles field should behidden. The oppositeshould occur when usercriteria is set to 'false'.

1. Install the Service Portal UserCriteria Support plugin.

2. Navigate to the sp_widget/sp_page/sp_search_source list.

3. Select a record to navigate to therespective form.

Note that roles and user criteria listsare always displayed. When theglide.service_portal.user_criteria_enabledsystem property is true, user criteriarelated lists should be visible and rolesshould be hidden.

ServicePortal

PRB1065406


sp_admincannot viewor applyexistingusercriteria tosp_widget,sp_page,sp_search_source,orsp_instancerecords

1. Install the Service Portal UserCriteria Support plugin.

2. Set theglide.service_portal.user_criteria_enabledsystem property to true.

3. Impersonate a user with thesp_admin role (who does nothave the 'admin' role).

4. Go to the sp_widget/sp_page/sp_search_source, or sp_instancelist.

5. Select a record to navigate to theform.

The user criteria is restricted for thesp_admin, who should be able to viewand apply existing criteria.




Shortdescription


ServicePortal

PRB1068750


Users loseaccess toServicePortalpages/widgets/instancesuponactivationof usercriteria ifExplicitRolesplugin isnot enabled

This issue only occursfor users who activateuser criteria when theExplicit Roles plugin isnot activated.

In an instance without the ExplicitRoles plugin enabled:

1. Activate the Service Portal UserCriteria Support plugin.

2. Navigate to the systemproperties list and setglide.service_portal.user_criteria_enabledto true.

3. Log out and log in to ServicePortal as Abel Tuter.

4. In the header menu, click ServiceCatalog.

You are taken to a 404 page - AbelTuter lost access to the sc_homepage.

ServicePortal

PRB1069238

ServicePortal -Core

Nonotificationof changeon screenuponfilteringsearchresults

1. With a screenreader enabled, goto the Service Portal.

2. Enter a search query and click thesearch icon.

3. Change from one search sourceto another by selecting ServiceCatalog, Knowledge, or All.

The screenreader does not announcethat there has been a page change.Page changes should be announcedeven though the user is staying on thesame Service Portal page.

ServicePortal

PRB1070609

ServicePortal -Core

Onlyadminscan viewand modifysp_search_sourcerecords, butsp_adminusersshould alsohave thisability

Users with the sp_adminrole should be able tocreate, read, update, anddelete sp_search_sourcerecords.




Shortdescription


ServicePortal

PRB1071547

ServicePortal -Core

Choice listlabels arenot mappedwith theirrespectivedrop downsin the pagefrom ascreenreaderstandpoint

With a screen reader inCatalog Variables, thechoice list title is read asthough it is a string, andit does not associate thelabels to the drop downcontents.

ServicePortal

PRB1079096

ServicePortal -Core

Referencefields arenot properlymapped totheir labels

When a user tabs toreference elements, thelabels are not read onthe tab and the user isunaware of which field isselected.

1. Navigate to /sp?id=sc_cat_item&sys_id=ae44f5804f889200086eeed18110c73f.

2. Tab to the reference elements.

The labels are not read on the tab.The labels should be associatedwith the elements so that users havecontext for what they are selecting.

ServicePortal

PRB713442

ServicePortal -Core

Time pickerdoes notadjustfor timezone whendefaultingto currenttime

1. Change your time zone to adifferent time zone.

2. Install the Service Portal TestPages plugin.

3. Navigate to /sp?id=sc_cat_item&sys_id=d6893d420b131200b0b02c6317673a5b.

The time is not calculated correctly,though it is in the general UI.

ServicePortal

PRB935588

ServicePortal -Core

Listcollectorvariabletypeunexpectedlyallowsemails tobe added

In Service Catalog, whileordering an item that hasa List collector variabletype, users must selectfrom options that appearin slushbuckets. Usersare not able to typeoptions that do not existin the reference list.

In Service Portal, whileordering the samecatalog item, users seea watch list type variableinstead of slushbuckets.Any emails can be addedeven if they do not existin the system.

1. Navigate to Maintain Items >Standard Laptop.

2. Create a List collector variable toadd to this item.

3. Order your catalog item from theService Catalog.

Notice you have slushbuckets.

4. Navigate to the Service Portal andclick Service Catalog > Orderyour catalog item.

Notice you can enter arbitrary datathat may not exist in the system.




Shortdescription


ServicePortal

PRB936258

ServicePortal -Core

On Oracleinstances,widget linkscript getstruncatedif longerthan 4000characters

In an Oracle instance:

1. Activate the Time CardManagement plugin.

2. Navigate to Service Portal >Widgets > Time Card Grid.

The link part of the widget is truncated.

SurveyManagement

PRB955317

KB0640054

In Hebrew,creating asurvey withquestiontype'numericscale'results in '1'appearingas '1.0' inall rows

1. Activate theI18N:Internationalization plugin.

2. Activate the I18N: HebrewTranslations plugin.

3. Create a new survey that containsa question of type numeric scale.

4. Test this survey. The scale showsthe numbers as 1 2 3 4 5 6 7.

5. Change the language to Hebrew.

6. Test the survey again.

The scale shows the numbers as 1.0 23 4 5 6 7.

SurveyManagement

PRB958276

AssessmentDesignerCommon

GRC'Properties'dialog boxis missingappropriateWAI-ARIAinformation

In GRC, the 'Properties'dialog box does nothave markup for WebAccessibility Initiative -Accessible Rich InternetApplications.

GRM - Vendor - Administration -Questionnaire Templates - New(Designer)

UIComponents

PRB1097905

KB0623893

Randomly,system-wide, theNONEchoice inchoice listwill appearto be empty

On random instances,the "None" (or -None- or-- None --) in the choicelist can appear with nolabel (or empty). This willappear system-wide forall choice lists.







Shortdescription


UIComponents

PRB740915

NGsharedcomponents

In ticket-conversationwidget inServicePortal,snResizeHeightdirectivein Edgebrowsermight notset heightproperly

If users open a requestin the Service Portal withthe Edge browser, theinput text box to sendmessages are showingvery short in height. Theissue occurs in Edgebrowsers only.

1. Open the Service Portal.

2. Click Order something >Developer laptop > Submit.

3. Click Request in the requestdropdown in the header.

Notice that the resize does not workproperly on request fulfiller form.

UIComponents

PRB931685

'Date andtime' field'svalueselectorsfor the[between]operatoraredisplayeddifferently

When the [between]operator is selected, the'date and time' field valueselectors are incorrectlyshown one above theother.

Using List v3:

1. Navigate to the Incident module.

2. Open the filter widget.

3. Create a filter: [Due date][between] the last fiscal monthand this fiscal month.

The value selector shows one on topof the other.

UpdateSets

PRB1022173

DebuggingACLs canbe veryslow

When a user enables'Debug All' on theSecurity Debuggerand navigates to a listview with a lot of data,the page takes 20-30seconds to load.

1. Navigate to the Script Debuggerand enable Debug all.

2. Navigate to incident.list andreload the page a few times.

Watch the logs for 'low memory'errors.

UpgradeEngineIssues

PRB1083234

SystemApplicationsCore

Fix scriptrunnerdoes notwork inUI11 onJakarta, butworks inIstanbul

In Jakarta, the abilityto run fix scripts fromthe UI does not workproperly in UI11. Whena fix script is created andthe user clicks 'Run FixScript', a dialog windowappears and stays ina "Loading..." phaseindefinitely.




Shortdescription


Workflow

PRB675174

KB0598352

Manuallytranslatedworkflowstages arenot beingreflectedon RITMStage fieldby default

The system doesnot display customtranslated text from aworkflow stage whenviewing the statusof a Service Catalogrequested item.

1. Enable a language pack plugin,for example, French Canadian.

2. Select English as the sessionlanguage.

3. Create a custom workflow for theRequested Item table.

4. Create a custom stage for theworkflow, for example:

Name: Test Stage 1

Value: test_one

5. Navigate to System Properties >System Localization.

6. Set Add the labels, messages,or choices to the appropriatetable in English with an endingof the language code for newlyadded customizations that aremissing translations. (Translateand Learn) to Yes.

7. Change the session language toFrench Canadian.

8. Reopen the Workflow Canvas orrefresh it if it is already open.

9. From the menu, click Edit Stage.

The system displays the Stagename as "Test Stage 1 [fq]".

10. Navigate to sys_translated.list.

11. Find the entry you created.

12. Modify the Label to different text,for example, Translated TestStage 1.

13. Trigger the workflow.

14. View the requested item status.

The stage uses the English ratherthan the translated value.






• Jakarta Patch 1 Hot Fix 3 on page 284• Jakarta Patch 1 Hot Fix 2 on page 285• Jakarta Patch 1 Hot Fix 1 on page 287• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301









Problem Short description Description Steps to reproduce

FinancialManagement

PRB1112746

Cost allocationdata is incorrectin Jakarta

The cost allocationengine does not produceall GL expense lines.

1. Navigate to a Cost Model definition.

2. Add segments to general ledger(GL) expense lines.

3. Allocate a few split buckets to thesegment.

4. Trigger the allocation engine, whichgenerates the GL expense lines forthe selected segments.

The allocation engine does not generateall allocation lines.







• Jakarta Patch 1 Hot Fix 2 on page 285• Jakarta Patch 1 Hot Fix 1 on page 287• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301













Problem Short description Description Steps to reproduce

ServiceCatalog

PRB1082072

Catalog UIpolicies andonChangecatalog clientscripts are notfired on read-onlyfields

When a read-onlyvariable's value ischanged dynamically,catalog UI policies andonChange catalog clientscripts associated withany read-only field arenot triggered.

This issue occurs inrecord producers, catalogitems, and order guides.It does not occur onService Portal.


1. Set up the following:

• Catalog item: Test PRB1082072• Variables: test_dropdown_1

(select box), test_text_1 (singleline text), test_label_1 (label)

• UI policy: Set Test Text 1 ReadOnly. This makes test_text_1read-only.

• UI policy: Reveal Label 1. Thismakes Test Label 1 visible whenTest Text 1 has 'option2' as thevalue.

• Catalog client script: Set testtext dynamically. This will setthe value of Test Text 1 whenTest Dropdown 1 changes.

2. Navigate to Maintain Items andsearch for the catalog item TestPRB1082072.

3. Open the catalog item, and click Tryit.

4. Change the Test Dropdown 1 toOption2.

Expected behavior: A label called 'TestLabel 1' will appear under the 'Test Text1' variable.

Actual behavior: 'Test Label 1' does notappear, which indicates that the catalogUI policy 'Reveal Label 1' is not beingtriggered.



• Jakarta Patch 1 Hot Fix 1 on page 287• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301





Jakarta Patch 1 Hot Fix 1 was released on July18, 2017.

Build date: 07-16-2017_1250







Problem Short description Description Steps toreproduce


PRB1091777

KB0623761

gs.calDateDiffresults in an outof memory errorwhen dates crossDST changedays

When dates cross a Daylight Saving Timechange, gs.calDateDiff results in an out ofmemory error. gs.calDateDiff is used in the'mark_closed' and 'mark_resolved' businessrules, which are in the Incident module andIncident AutoClose scheduled job.

Refer to the listedKnown Error KBarticle for details.



• Jakarta Patch 1 on page 287• All other Jakarta fixes on page 362• Jakarta security and notable fixes on page 301

Jakarta Patch 1


Jakarta Patch 1 was released on July 13, 2017. Build date: 07-07-2017_1811












Jakarta Patch 1 includes fixes for security-related problems that affected certain ServiceNow® applicationsand 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 Jakarta, refer to KB0623601.

Notable Fixes




UIComponents

PRB952152

KB0634545

Users withoutprivilegescannot savethe filter usingthe conditionbuilder

1. Impersonate the user Abel Tuter.

2. Go to any List - All incidents/ All HRcases.

3. Click on filter and add a condition. Forexample: active is true or state is new.

4. Click Save.

5. Give the name - sn_test for "save as"

6. Click Save.

7. Click List control just above.

8. Click Filters.

Expected behavior: sn_test filter should beavailable after saving.

Actual behavior: sn_test is not available.









DomainSupport

PRB1073031

KB0623425

Upgrades arecausing domaintable to bereset back tosys_user_group,causingrecalculation ofdomain pathsand uniqueconstraintviolations

A Unique Key violationerror occurs whenadding/importing agroup into a domainseparated instanceupgraded to IstanbulPatch 6. Istanbul Patch6 adds a unique index tosys_user_group table,which is supposed toallow duplicate values.


IncidentManagement

PRB680207

KB0598528

Base systembusiness rulesmark_closedandmark_resolvedstill usedeprecatedcalendars andreturn incorrectresults

Because deprecatedcalendars are beingused, the mark_closedand mark_resolvedbusiness rules returnincorrect results.


2. Personalize the list by adding thefollowing columns to the list view:

• Open• Closed• Business duration• Business resolve time

For more information, see Personallists.

Note that some of the Business durationand Business resolve time entries areincorrect.

ServiceMapping

PRB832751

KB0622179

Under certaincircumstances,Discoveryprocessing isvery slow orstuck

When Service Mappingdiscovery is run formultiple services (or allservices), the discoveryjob may slow downdue to the servicerecomputation jobsbeing processed. As aresult, discovery taskscan time out.

Import /Export

PRB916708

KB0622076

Settingglide.export.excel.wrap_cellsto false doesnot allow userto Export .xlsxformat excelfiles withcolumnscontainingmore than 255characters








All Other Fixes



Assessments

PRB962693

When guestuser isunavailable,users areunableto createmultipleinstancesfor publicsurveys

1. As admin, delete the guest users fromthe instances.

2. Create a survey and make it public.

3. Copy the URL under View Survey.

4. Paste the URL into two differentbrowsers.

Instead of creating two survey instancesunder asmt_assessment_instance, onlyone survey instance is created.


PRB1020423

Long-running AMBunsubscribetransactionscan resultin businessrules notrunning forthe rest ofthe session

1. Navigate to a form.

2. Invalidate the cache.

3. Navigate away from the form.

If your unsubscribe transaction is slowenough to get cancelled while we areloading table descriptors for variablestables (var__*), your session may be leftwith workflow turned off.

ChangeManagementConflictDetector

PRB1015102

On searchpage,change_request_search.do,value forconflict_Statusfield isalready set,rather than --None--

When a ChangeRequest form is loadedin Search mode(change_request_search.do),the Conflict Status fieldvalue shows as No Conflictinstead of None. Since theform is loaded in Searchmode, all the fields areexpected to be empty,and choice list fields areexpected to be shown asNone.

In an Istanbul instance, navigate to: https://<instance-name>.service-now.com/change_request_search.do.

Notice conflict_status field has a value set,rather than --None-- like other fields withchoices.






PRB965152

BlueprintYAMLimport/exportissues

• Importing a YAML filefor resource block worksthe first time, but deletingand reimporting thesame file will make theresource block unusablebecause there areduplicate entries in thesn_cmp_rb_op_paramtable.

• Exporting a resourceblock YAML only workspartially, and records insn_cmp_rb_keyvalue_mappingare not exported.

• On the keyValue tableform view, the Objectmapping field andthe embedded list forthe mappings are notshowing.

Community

PRB1021040

If a user'snamecontainsspecialcharacters,the wronginitials aredisplayed

When a user's namecontains special characters,the user initials and avatardisplay the wrong initials.

Community

PRB1037143

Performanceissues forvariousCommunitiespages

There are performance,content display, and profileissues when users go to theCommunity homepage orview a question.


PRB1020654

Checkpointreaperencountersan errorwhen tryingto set thepreviouscheckpointreferenceto a non-existent sysID

The following error occurs:java.lang.IllegalArgumentException:Trying to set fieldsvc_model_checkpoint:previous_checkpointto reference non-existentrecord





CorePlatform

PRB717578

Whendomainseparatedis enabled,form cachesshould keyentries moreeffectively

ActionManager (UIactions) should definesyscache_ui_action as theprivate cacheable instead ofsys_ui_action. In addition,ActionManager domainselection should retrievethe domain from the record,not the session. Domainsfor the sys_choice cacheshould also be implementedcorrectly.

DelegatedDevelopment

PRB960391

User withdelegated_developerrole cannotsee theStudiomodule

1. As admin, create an application andadd a user as a delegated developer.

2. Log in as the user in step 1.

3. In the left navigator, type Studio.

The user cannot see the Studio module.

Discovery

PRB1024507

The 'RetrieveFile Content'button from'Parse File'operationoccasionallydisappearsafter runningit

The only way to bring the'Retrieve File Content'button back is to click awayto another step and comeback to it.

Discovery

PRB1024480

Whendebuggingis complete,the popuptiming shouldbe reduced

When a debug issuccessful, the windowshould close at the endwithout waiting for the user.When a debug fails, thewindow should remain open.

Discovery

PRB1024475

When typingin variables,the "+" signremains

1. Go to any operation in which a tempvariable can be used.

2. Type in the temp variable name andpress tab.

A "+" sign remains at the end.





Discovery

PRB905030

KB0622114

Discoverysourceattributeis notpopulatedfor Windowscluster andHyper-V CI

When Discovery createsa 'Windows Cluster' CI inthe cmdb_ci_win_clustertable, the sensor does notfill in the discovery_sourcefield as "ServiceNow".It is inserted with anempty value. CIscreated by Discovery oncmdb_ci_hyper_v_clusterandcmdb_ci_hyper_v_serveralso have an emptydiscovery_source as well.


Discovery

PRB945908

A discoverycan be setto 'complete'before itis actuallycomplete

When a discovery isprematurely set to'complete', the nextschedules are triggeredeven though the discovery isnot done yet.

DomainSupport

PRB852436

Forcedupdate ondomainrecordresults inunnecessaryrecalculationsof thedomain codeand path

Changing the domain's codeand path can potentially turninto an expensive operationthat updates millions ofrecords in other tables.

DomainSupport

PRB649761

Using recorddomain doesnot work forchoice lists inmobile

Choice list entries createdfor domains do not showup properly in mobile whenviewing records in domainsdifferent from the sessiondomain.

FormsandFields

PRB942534

Embeddedlists cancause formsto loadslowly

When 'insert new row' isactive on embedded lists,the form loads slowly andcan cause degradationto client response timefor unreliable networkconnections.

1. Navigate to an incident form.

2. Customize the incident form and addthe Affected CIs embedded list.

3. Load the form.

Notice the error in the console.

*** WARNING *** GlideAjax.getXMLWait- synchronous function - processor:GlideSystemAjax2017-04-19 15:52:06.069






HIAdministration

PRB1035558

Using [code]and metaelementsinside ofan activitystream entrycan cause apage redirect

When a [code] snippet ormeta elements are in anactivity stream entry, theuser is redirected to anotherpage.

IT AssetManagement

PRB965226

True up costand over-licensedamount arewronglycalculatedwhen thereare multiplesoftwaremodels withthe samedisplay name

1. Create multiple software models withsame name and multiple entitlementsunder each model.

2. Create some matching installs and runreconciliation.

KnowledgeManagement

PRB931938

Cannot usethe 'Updateall' list editorfunction onKnowledgearticles

When a user clicks the'Update all' function toupdate knowledge records,a blank screen opens. Usersare able to edit knowledgerecords in the list and formview, but the blank screenappears when using 'Updateall' or 'Update selected'.

1. Add these roles to abel.tuter:knowledge_admin,knowledge_manager, knowledge andlist_updater.

2. Enable Debug Security Rules.

3. Impersonate Abel Tuter.

4. Navigate to Knowledge > Published.Verify Abel can see the articles, canopen the records, and update them.

5. Navigate back to the list and clickUpdate All from the table's contextmenu.

6. In the popup that appears, click OK.

Instead of seeing the form with theavailable fields for editing, the user sees ablank screen.

KnowledgeManagement

PRB689691

Categorypicker doesnot loadfor newlycreatedknowledgebases(e.g. whilecreating anarticle)

1. Navigate to a knowledge base.

2. Click Create new article.

3. Click the knowledge base lookup, andcreate a new knowledge base.

4. Click the category lookup.

The categories do not load, and you cannotcreate a new category.





KnowledgeManagement

PRB670593

In IE11, thescroll baroverwritesthe contentdisplayedwithKnowledgesearch fromIncidents

In IE11, the top-right ofkb_view and kb_find pagesare covered by IE's scrollbar.

1. Navigate to Contextual Search >Table Configuration.

2. Select the incident.

3. Uncheck active.

4. Create an incident. In the shortdescription, type system, then selectthe knowledge book at the end of thefield.

Notice the vertical scrollbar overlaps on thefar right.

KnowledgeManagement

PRB1016193

When thereis only oneActive KBthat containsarticles andquestionswith emptycategories,navigatingto that KBshows ablank page

1. Log in to an instance with only oneKnowledge Base that has Articles andQuestions without any category.

2. Try to navigate to the KnowledgeBase.

A blank page is shown.

LanguageandTranslations

PRB1079012

Addlanguagetranslationsfor Jakarta

This PRB adds languagetranslations for variousproducts to Jakarta.

Persistence

PRB1028514

UnnecessaryORA-00932errors canappear foron-premiseusers

The error message is"ORA-00932: inconsistentdatatypes: expected - gotCLOB)".

Persistence

PRB1067373

Valuesadded toa choicefield do notappear in theform

1. Navigate to the cmdb_ci_service table.

2. Add new choices to theoperational_status field.

The form does not display the values, butthey do exist in the dictionary for this choicefield.





Persistence

PRB954855

Improvementsto processof retrievingClotho datafor ITOMMetrics

SecurityApplications

PRB1059112

Fix filteringon sharing

The filters that are used toshare observables are notworking as expected.


PRB1037749

Records withthe whitelisttag are notfiltered onthe relatedlists ofSecurityIncidents


PRB1028683

Severitycalculatorcausingperformanceissues whencreating VulItems

Due to performance issueswith the severity calculator,it takes a long time to createor update large numbers ofvulnerable items.


PRB713239

VariableEditor widget(sp-variable-editor) doesnot respectmandatoryfields usedin shoppingcart





ServiceLevelAgreement(SLA)

PRB1003371

SLAretroactivestart/pause- Incorrecttimingcalculationwhenattaching aTask SLAthat is ina Pausedstage atthe time ofattaching

This issue occurs whileusing retroactive pause/start. When a Task SLAis in a Paused stage atthe time of attaching, thelast temporal piece ofpaused time is incorrectlyadded when calculating theelapsed time.

1. Create a P5 incident with state New.

2. Change the priority to P3.

3. As soon as the incident is created(within the first minute), move the stateto On Hold.

4. Move the state to In Progress.

5. As soon as you complete step 4 (withinthe first minute), move the state backto On Hold again.

6. Wait a few minutes, and then changethe incident's priority to P1.

The Task SLA will attach with the correctStage (Paused) but with the wrong'Business Elapsed time', 'Business elapsedpercentage' and 'Business time left'. The'Has breached' flag is incorrectly set toTrue.

ServiceMapping

PRB1040524

'AllApplications'discoveryscheduledoes notcompletedue tohangingSSH threadsin the MIDServers

During each run of the 'AllApplications' discoveryschedule, several outputprobes are stuck in theProcessing state. As aresult, none of the 'AllApplications' discoveryschedules are completed.





ServicePortal

PRB745319

When usersare viewing aKB category,all the articleattachmentsstart todownload

When viewing KB categoryin Service Portal, itdownloads all the articleattachments.

Make sure you have the 'Service Portal forEnterprise Service Management' pluginenabled with demo data loaded.

1. Open one of the KB articles.

2. Attach an image to the text content.For example, upload an image forKB0000008 as an attachment, andinsert the image into the text content.

3. Navigate to the default demo ServicePortal home page (https://[instanceURL]/sp).

4. Click Knowledge Base.

5. Open the browser developer tools andmonitor the Network activities.

6. On the Service Portal page, click oneof the categories, which contains theKB you added attachments in step 2.For example, the 'Devices' categorywhich contains 'KB0000008'.

Notice the network activities aredownloading the KB attachments even theKB is not opened yet.





ServicePortal

PRB724097

Read-onlyreferencedvariablescannot bepreviewedby users whohave readaccess to thereferencedrecord

Clickthrough on referencefields in the ServicePortal are disabled, evenif the system propertyglide.sc.variable.reference.clickthroughis set to true.

1. Go to any catalog item (e.g.Blackberry).

2. Add a reference variable to theitem and point it to a table such assys_user.

3. Make the field be read-only via acatalog UI policy dependent on"replacement" variable if "yes" isselected as an option.

4. In the Service Portal, open the catalogitem.

5. Select a value in the reference field(any user).

6. Select yes as the "replacement"option. (This will turn the referencefield to read-only).

Expected behavior: Even if the field is read-only, the clickthrough property should allowthe user to open reference field variables.

Actual behavior: The property is ignoredand the reference field clickthrough isdisabled via CSS.

SurveyManagement

PRB945266

Mandatorysurvey fieldsshow upas non-mandatory inthe ServicePortal forlanguagesother thanEnglish

1. Create a survey ($ng_sd.do).

2. Drag any controls to the surveyarea, click the gear icon, and checkMandatory.

3. Save and publish the survey.

4. Through the Service Portal,access the survey: sp?id=take_survey&type_id=SYS_ID_OF_THE_CREATED_SURVEY

If you have English set to your systemlanguage, the mandatory fields appearcorrectly, and you cannot submit the surveyuntil the fields are filled.

In any other language, the fields are notmandatory and you can submit the survey.





UIComponents

PRB1034987

HidingAdditionalCommentsfield via UIPolicy is notworking

When a UI Policy is createdto hide the AdditionalComments field, the field isnot hidden.

1. Create a new UI policy for the Incidenttable:

• When to Apply: add a filtercondition by selecting "State" forthe choose field box

• Operation: Is• Value: In progress

2. Save the UI Policy and reopen it.

3. In the UI Policy Actions related list,click New:

• Field: Additional Comments• Visible: False

4. In the new UI Policy action record:

• Field: Work notes• Visible: False

5. Navigate to Incident > All, and selectany incident in the state In Progress.

Expected behavior: The UI policy shouldhide both the "Additional Comments" and"Work notes" fields.

Actual behavior: The "AdditionalComments" field is always visible, but the"Work notes" field gets hidden as per thepolicy.


• Encryption

• Encryption support

When exporting encrypted text fields in a list or form to a file format, only fields encrypted by anencryption context available to the current user will display in the exported document.



• All other Jakarta fixes on page 362




Jakarta security and notable fixes

The Jakarta release contains fixes to these problems.

Jakarta was released on June 15, 2017. Build date: 05-31-2017_2011






Jakarta includes fixes for security-related problems that affected certain ServiceNow® applications and theNow Platform. We recommend that customers upgrade to this release for the most secure and up-to-datefeatures. For more details on security problems fixed in Jakarta, refer to KB0621173.

Important fixes in Jakarta





PRB698328

KB0621158

Blank listsmight displaywhen trying toview a table

Many operations, likeloading the list view fora table, are timed forbuilding performancemetrics. An issue withthis timing causes thetransaction it is timing toerror out.

One possible symptom is seeing a blanklist when trying to visit a table despite notfailing any ACLs. The issue resolves itselfin a few hours or days.


PRB881126

KB0621762

Allpa_snapshotsfor an indicatorare deleted

On a new or upgradedIstanbul instance,unlinking a breakdownfrom an indicator deletesall pa_snapshots for thatindicator.











EdgeEncryption

PRB762588

KB0621513

Selecting'Update All'or 'UpdateSelected' ina list viewnullifies EdgeEncryptionencrypted fields

This issue only affectsEdge Encryptioncustomers whohave tables withEdge Encryptionencrypted fields andactive encryptionconfigurations for thesefields.

Data loss can occurwhen attempting toupdate records withedge encrypted fields.This is due to a defectin the handling of themultiple update functionin a list view.

When a user updatesseveral records withencrypted fields in listview using Update Allor Update Selected,the contents of theencrypted fields are lostonce Update is clicked.


UserInterface(UI)

PRB693251

KB0596952

IE11: Applyinga MicrosoftMS16-084critical patchbreaks URLscontainingJavaScript calls

After installing theMS16-084 patch, if youaccess a Fuji, Geneva,Helsinki instance usingInternet Explorer 11 andtry to apply a templateto a record, the pop-up window for selectingtemplates is blank. Thechanges to the securitysettings are blocking anyURLs which contain ajavascript() function call.

For more information,see Microsoft SecurityBulletin MS16-084.





https://technet.microsoft.com/en-us/library/security/ms16-084.aspx

https://technet.microsoft.com/en-us/library/security/ms16-084.aspx




UserInterface(UI)

PRB716032

KB0598890

Userpreferencesare incorrectlybeing set tofalse, breakinghomepagesand related lists

Related lists aredisabled for the useruntil an acceptedvalue is entered. Thiscauses errors whenloading homepages anddashboards.

1. At the bottom of a browser console,enter

CustomEvent.fireAll(undefined,false);

2. Refresh the browser and click thegear icon.

Note that in General, Home has no defaultselections - neither Homepages norDashboards were selected.


PlatformPerformance

PRB641485

A high volumeof transactionsfrom a singlesessioncan exceedtransactionqueue, causingHTTP 429errors

Due to an issue withmax waiters, whichadmit only [x] numberof transactions for thesame session into thetransaction queue, morethan [x] transactionsfor a single sessioncan end up in thetransaction queue whenthe transactions for thissession have very shorttransaction processingtimes.

PlatformSecurity

PRB735958

KB0622157

Virtual tables donot work withread-only mode

A symptom of this issueis that an instance'splugin list appears asempty.

1. Navigate to v_plugin_list.do. Notetable is empty.

2. Clear the cache.

3. Reload the plugins.

The plugins appear.

UserInterface(UI)

PRB713397

Safari 10.0.1redirects usersto UI11

Users who log in totheir Fuji, Geneva, andHelsinki instances fromSafari version 10.0.1 areredirected to the legacyUI11 instead of UI16.

1. Set user agent string to: "Mozilla/5.0(Macintosh; Intel Mac OS X10_12_1) AppleWebKit/602.2.7(KHTML, like Gecko) Version/10.0.1Safari/602.2.7".

2. Log in to the instance.

UI11 appears.







UserInterface(UI)

PRB705910

KB0596992

Icons areincorrect afterupgrading fromGeneva toHelsinki

After upgrading fromGeneva to Helsinki(where the icon fontshave changed), userscontinue to use the oldGeneva icon font, andall icons throughout theinterface are incorrect.This issue occursbecause the serverdoes not recognizethat the icon fonts havechanged.


UserInterface(UI)

PRB720998

KB0610429

Activity streamdoes not loadif relationshipchanges are inthe feed andmodificationswere made byan invalid ornonexistentuser

Activity stream doesnot load if relationshipchanges are in the feedand modifications weremade by an invalid useror a user that no longerexists.

1. Impersonate an admin user (e.g. FredLuddy).

2. Navigate to Incident > Open.

3. Select any Incident and note itsnumber.

4. Right-click in the form header andchoose Configure > Related Lists.

5. Add Task->Parent to the Selectedlist and click Save.

6. Go to the Tasks related list on yourIncident and click Edit.

7. Move any Task to selected and clickSave.

An activity stream entry for yourrelationship change is displayed.

8. Delete / change the user ID from theadmin account (e.g. Fred Luddy).

9. Reload the Incident from step 3.

Note that instead of the user ID for theinvalid account being displayed, theactivity stream does not load, and NPEerrors are listed in the logs.







ServiceCatalog

PRB665292

KB0565455

Variables arenot aligned onsc_req_itempage if usingvariable set

Fields in variable setsare not aligning withother variables on thesc_req_item page.

1. Log in to a Geneva instance.

2. Navigate to Service Catalog >Catalog Definitions > MaintainItems.

3. Open the item Packing andShipping.

4. In the Variable Sets tab or section,click New.

5. Fill in the following fields:

• Name: Customer• Order: 100• Layout: 1 Column Wide

6. Click Submit.

7. In the Variables tab or section, clickNew.

8. In Type, select Single Line Text.

9. Click Submit.

10. On the Catalog Item record forPacking and Shipping, click Try It.

11. Fill in the mandatory fields.

12. Click Order Now.

The variables are not aligned on thecreated sc_req_item.

KnowledgeManagement

PRB707453

Frame getsshortened -Order an item inService Catalog

After you select an itemto order, the frame getsshortened. This occursfor any users who have'ess' in their URL.

1. Navigate to Service Catalog >Service Offering > Hardware.

2. Select Sales Laptop.

Notice the frame is shortened, as iframe isgiven the style="height:141px;" attribute.

Import /Export

PRB674142

KB0596143

Export to Excelfails if one ofthe columns iscurrency

Export to Excel fails ifthere are more than32,000 rows whenexporting to XLS or withhundreds of rows whenexporting to XLSX, andone of the columns is oftype currency.

1. Navigate to a list containing morethan 32000 rows.

2. Ensure that a Currency field is in thelist.

3. Right click on the header and selectExport > Excel (.xlsx).

The export fails.








PRB732813

KB0621950

After upgradingto Helsinki,HttpClientthread countgrows on theMID Server

MID Server can go downdue to a thread leak thatcauses the MID Serverto run out of memoryand go down.


UserInterface(UI)

PRB629855

KB0597592

Dot.walkedfields addforeign class toLabel, causingField Watcherin context menuto not be visible


Authentication

PRB703022

KB0597327

LDAP requestsfail afterupgrade toHelsinki

After an upgrade fromJava 6 to Java 8,which is required inthe Helsinki release,LDAP requestsproduce the followingerror: "Certificatesdoes not conform toalgorithm constraints." or"Connection reset"

A rollback to Java 6 isnot possible. Java 8forces TLS V1.2 andalso deprecates somecipher suites, whichdoes not work withcertain LDAP serverswith SSL enabled.

The SSL connectionfunctions correctly viaOPENSSL with noissues.

1. Create a new node with no modifiedwrapper.conf adjustments.

2. Upgrade from Geneva to Helsinki.

3. Test the LDAP connection on thenode.








UserInterface(UI)

PRB713556

KB0598416

Using AMBClient onthe parentframe fromthe containedframe causes amemory leak inIE11

In Geneva and forwardin Internet Explorer 11,the iexplore.exe processconsumes more andmore memory with eachpage load, constitutinga memory leak. Thememory leak stemsfrom the asynchronousmessage bus thatpowers many livefeatures in UI16. Whenthis feature is usedon pages containingiframes, there is a bugin Internet Explorer 11that causes the browserto maintain unnecessaryinformation in memory.The fix works aroundthe Internet Explorer11 memory leak byhandling the messagebus connectionsdifferently.

1. Open an instance using InternetExplorer 11.

2. Open the task manager to observeInternet Explorer memory usage.

3. Navigate to an incident form.

4. Use the arrow keys on the top right tomove between incident forms.

Notice Internet Explorer memory usagecontinues to climb by 10 - 20 megabytesper page. If you continue to navigatebetween pages, Internet Explorer willcrash after going through a large numberof forms.

Lists

PRB732836

Slush bucket"Loading..."causes a longloop whenprocessing alarge set ofdata that is notreadable

When clicking the "Edit"button on a related list orwhen viewing a ServiceCatalog List Collectorvariable, the instanceappears to be frozen.This can happen if auser is looking at a slushbucket of a table withmore than 5,000 recordsand where the user doesnot have read-access toany of the records.






Discovery

PRB755422

KB0621168

Large numberof rows in theDiscovery Log[discovery_log]and TCPConnection[cmdb_tcp]tablescan causeperformanceissues duringan upgrade

Starting with the Helsinkirelease, the sys_domainand sys_domain_pathfields were added tothe Discovery Log[discovery_log] and TCPConnection [cmdb_tcp]tables. Upgrades ofinstances that havelarge numbers of rowsin these table can leadto performance issueswhen the upgradeprocess adds andpopulates the new fields.


PlatformPerformance

PRB719780

Excessivecache flushingcan causenetwork card tobe maxed out

Authentication

PRB716685

KB0621521

logout_redirect.docausingSAML signedauthenticationfailure

After upgrading from Fujito Geneva or Helsinki,some customers whohave signed SAMLrequests are unableto log in using SAML.For example, after anupgrade from Fuji toGeneva or Helsinki,authentication fails.


ConditionBuilder

PRB994630

KB0634466

Unable to addan 'and' filtercondition inrelated listsand catalog listcollectors

The 'and' button to theright of a filter conditiondoes not work. An erroris thrown: UncaughtTypeError: Cannot readproperty 'filterObject' ofnull addConditionSpec.









EdgeEncryption

PRB716727

During massencryption ordecryption oflarge tables,wrapperJVM crashesrepeatedly,causing theproxy toeventually gooffline

During mass encryptionor decryption of largetables of more than1M records, wrapperJVM crashes repeatedlywith Internal Error(sharedRuntime.cpp:834),causing the proxy toeventually go offline.

This issue is a knownJava defect, closed byOracle on 2016-07-17as not reproducible:[JDK-8159216]JVM crashed with"Internal Error(sharedRuntime.cpp:834)"- Java Bug System

UpgradeEngineIssues

PRB663115

A secondupgrade canbe triggeredbetween un-pausing theinstance andupdatingglide.war

PlatformSecurity

PRB734805

User roles aredeleted whenglide.role_management.use.inh_countis truewithout RoleManagementV2 plugin

When the propertyglide.role_management.use.inh_countis manually createdon an instance withoutactivating the RoleManagement V2 plugin(com.glide.role_management.inh_count),it ends up deletingentries in thesys_user_has_role tablethat are marked with'inherited' true.

On an instance that does not haveRole Management V2 plugin,create a new system propertyglide.role_management.use.inh_count setto true.

Notice that as you make changes to theuser roles, some of the inherited roles areautomatically deleted.

EmbeddedHelp andTours

PRB856179

EmbeddedHelp REST callis degradinginstanceperformance

The Embedded HelpCDN HTTP call is on aforeground client thread,which negatively impactsinstance performance.

Browse to a page without any EmbeddedHelp content.

Note the HTTP request from the client'sbrowser takes longer then expected.





EdgeEncryption

PRB916539

KB0622239

When thenumber ofconnectionsincreases,the EdgeEncryptionproxyexperiencesextremeslowness

Edge Encryption proxiescan run extremelyslowly. This issue occurswhen concurrent usersessions drive up thenumber of simultaneoususer connections to theinstance through theproxy. There are alsono logs to indicate theproxy's processing.

1. Start up an Edge Encryption proxyand connect to an instance.

2. Simulate users going through theproxy and using connection-intensivepages, such as Service Portal andKnowledge.

Notice that after a certain threshold,response times become extremely slow inthe browser.

AssetManagement

PRB727025

After theupgrade toHelsinki thelocation fieldsin [cmdb_ci]get blanked outby businessrule "Updatelocation asneeded" if thelocation field on[sys_user] hasno value

This can cause data lossif the location field is notused in the sys_userrecord.

EdgeEncryption

PRB756425

A networkoutage cancause the proxyserver to giveup trying toconnect back tothe instance

This issue only affectsEdge Encryption users.

Users should be able toset the connection retryinterval and retry limit forthe proxy server.

The fix for this PRBallows users to setthe retry intervaland limit with theedgeencryption.register.retry.countproperty. The defaultvalue for the connectionretry interval is 5seconds, and thedefault value for theretry limit is 0. Whenthe retry limit is set to0, the proxy server willattempt to reconnectuntil a connection isestablished. See EdgeEncryption proxy serverproperties for details.






UIComponents

PRB818282

If Commentsand Worknotesare not selectedto display onthe activity filter,data can be lost

If one of the fieldsComments or Worknotesare not selected tobe displayed in theactivity filter, adding datato those fields is nottracked and the data islost.


PRB888455

JVM Memory isexhausted veryquickly whenan invalid yearis entered intothe 'PlannedEnd Date' of aProject Task

If the user accidentallyenters an invalid year inthe 'Planned End Date'of a Project Task, theinstance runs out ofmemory very quickly.


PRB954662

Account andcontact infointermittentlyload slowly onnew case CSMform

When there aremany contacts(customer_contact)in the system (200k- 600k), creating acase without selectingan account takes alot of time (minutes).Sometimes the pagecrashes.



Other notable fixes in Jakarta



Import /Export

PRB686120

KB0596141

Currencyvalues areincorrect inExport to Excel

The currency field icon ismissing when Export toExcel is used. On someglide.system.locales, thefirst digit can be printedtwice, and an extra 0 isadded.

1. Create a table with a currencycolumn.

2. In the fx_currency table, change thesymbol for TRY to #.

3. Set glide.i18n.single_currency tofalse.

4. Set glide.i18n.single_currency.code toUSD.

5. Set glide.sys.default.tz to Europe/Istanbul.

6. Set glide.system.locale to tr.TR.

7. Create a record in the new table witha currency amount in $ (e.g. $100).

8. Export to Excel.

Note that the output value is 1100.00.

UserInterface(UI)

PRB689186

KB0598896

With List v3, thesys_user tablelist fails to loadif the name fieldstarts with a dotfollowed by aspace

In List v3, if the namefield for a recordfrom sys_user tablestarts with <dot/period><space><therest of the name> (forexample, ". restofname")and that record isdisplayed in the currentlist, the list fails to load.

1. Create a new sys_user record withname that starts with ". "

• Do not use the quotation marks:<dot/period><space><the rest ofthe name>

• Note whether the name field isdisplaying first then last or lastthen first.

• Make sure that the name fieldstarts with (without quotationmarks) ". <the rest of the name>" .

2. Make sure that sys_user list is usingList V3.

3. Navigate to sys_user.list.

4. Make sure that the new record isbeing displayed in the current list. If itis not, sort or navigate to the record.

There will be errors on the server andclient.








UIComponents

PRB716923

Usersreceive login/authenticationprompts whentrying to attachfiles

When attaching animage for Welcome/Login page content,authorization is required.Users do not expectto have to enter logincredentials to attach animage.

Email

PRB689121

KB0598453

Date/Time fieldssporadicallyshow the timezone, whichcauses an'invalid date'error message

When opening a formor creating a newrecord, Date/Timefields such as "Openedat" and "Created by"sporadically display thetimezone. This causesupdates/inserts to failbecause the "InvalidDate" error appearswhen attempting tosave.

The issue has occurred most often inInternet Explorer, but has also occurredin Firefox. The issue is not reproducibleconsistently, but appears sporadically ontask forms containing glide_date_timefields.

1. Open any form with a date/time field.

2. Check to see if the fields have a timezone.

Note that the date/time field is displayingthe time zone sporadically. The date/timefield should not display time zone if thesystem property format is yyyy/dd/mmHH:mm:ss.

PlatformPerformance

PRB704793

KB0622432

When usingUI16 in IE, theapplicationnavigator(left nav) isblank - it loadscontinuously ordoes not load

When the serveris busy, it returnsHTTP response code202 messages. Theapplication navigatordoes not always handlethese response codescorrectly.

Import /Export

PRB678591

After Genevaupgrade,columns inExcel exportauto-wrapand do notautomaticallyresize the widthto fit all contentin one line

In Fuji, columns in Excelexports were resizedautomatically to fit thewidth of all content inone line on an Excelexport. This behaviorchanged in Geneva - allcolumns are exported asa fixed with by default,and the text for eachfield wraps to the nextline.

In a Fuji instance

1. Open any list report.

2. Export the report to Excel.

The column width automaticallyresizes.

In a Geneva instance

1. Open any list report.

2. Export the report to Excel.

The column width is fixed with textwrapping.







Workflow

PRB758994

KB0622609

Cannot openworkflow inDiagrammerview if itcontains anApprovalCoordinatorthat has oneor more childactivities withstage(s)

If a workflow containsan Approval Coordinatorand it contains a childactivity with a stage,when opened in theWorkflow Diagrammer,the following error isthrown and the Workflowwill not open: Errorloading diagram -Cannot read property'Stage' of undefined

1. Add an Approval Coordinator to aworkflow.

2. Add a Child Approval activity to thecoordinator and give it a Stage.

3. Close the workflow.

4. Re-open the workflow in the WorkflowDiagrammer.

Email

PRB641889

Multiplecorporatelogos attachto incident oninbound email

If an outbound emailcontains a picture (e.g.a logo), a reply to thatemail includes thelogo, the incident willupdate with the repliedemail, and the logowill be attached to theincident. Multiple repliesthroughout the incidentlifecycle result in manyidentical logos attachedto the incident.

1. Add an image to an email notification,such as an 'Incident opened for me'notification.

2. Create an incident.

The caller will receive an email withthat logo.

3. As the caller, reply to the email.

The incident is updated with anattachment of the logo.

If users reply to the email multiple times,the incident has multiple attachments ofthe same image.






UserInterface(UI)

PRB710758

KB0610274

Editing a reportdefinition andexpanding childtables is slowand delayed

When creating or editinga report, dot walking intofields in the cmdb_citable produces longwaits and, at times,browser errors.

Perform the following steps using theChrome browser.

1. In the Application Navigator, typesys_properties.list in the Filternavigator text box and press enter orreturn on your keyboard.

2. Find and open the recordfor the property namedglide.ui.list.allow_extended_fields.

3. Set the Value to true.

4. Click Update.

5. Navigate to Reports > Create New.

6. Set the Table to CI Relationship(cmdb_rel_ci).

7. In the Available column, click Parent[+].

8. Click the + button between thecolumns (slushbuckets) to expand thecolumn and view dot-walked fields.

A Chrome browser error appears askingyou to 'kill' or 'wait' for the transaction tocomplete. If you wait, the fields becomevisible for editing.

Email

PRB665889

Copy/pastingor droppingimages intoemail clientgenerates validHTML, butRFC2397 is notsupported by allreceiving emailclients

Although copy-paste anddragging and droppingimages on an emailclient generates validHTML, certain emailclients do not supportthis way of displayinginline images. TinyMCEembeds the imagedata into the HTMLusing RFC2397 witha tag such as "<imgsrc=3D"data:image/png;base64...".

However, becauseemail HTML renderersdo not treat HTML thesame as web browsers,many email programsdo not display imagesembedded in the HTMLusing RFC2397.

1. Navigate to Incident > Open andselect an existing incident.

2. Send an email message with animage.

a. Open the email client.

b. Copy and paste an image froman application (MS Paint, MSWord, or the like).

c. Send the email.

3. In the outbox, verify that you can seethe images correctly.

4. Send the email out of the instance.

On Outlook, the image does not display,but on Apple Mail, it does. Other emailclients might or might not display theimage.






UIComponents

PRB626022

KB0547641

Video .mov filesdo not renderin TinyMCEwhen uploadedvia System >Videos

When a video isuploaded as anattachment in a formatthat the system supports(such as .mov), thevideo does not playback.

ServiceCatalog

PRB712453

KB0621186

Cart layouts arenot functioningcorrectly

If Price, Quantity orSubtotal are unchecked,the Item OrderingWidget is not visible.

1. Navigate to Maintain Cart Layouts >Shopping Cart Widget.

2. Uncheck Visible and save.

3. Navigate to Maintain Cart Layouts >Item Ordering Widget.

4. Fill in the form in the Componentssection as follows:

• Price - Uncheck• Recurring price - Check• Quantity - Uncheck• Subtotal - Uncheck• Recurring subtotal - Check• Delivery time - Check

5. Go to a Catalog Item.

Notice the entire Item Ordering Widgetis not visible. If you check any one ofthe check boxes for Price, Quantity orSubtotal, then the Item Ordering Widget isvisible.

TransactionandSessionManagement

PRB713504

KB0597902

Canceling ahomepagecan causeCellRenderThreadthreads to waitindefinitely

Under the rightcancellationcircumstances, theCellRenderThread canget stuck.









UIComponents

PRB607829

KB0598247

UI policyconditions arenot evaluatedcorrectly whenusing variablesin the conditionbuilder

Conditions are notevaluated as expectedwhen using variablesin the condition builderfor SLA definitions,UI policies, or othercondition builders.The metadata for thevariables used in thefilter are not parsedcorrectly, causing anincorrect dot-walkedcondition.


UserInterface(UI)

PRB657825

KB0563691

HTML fieldsdo not rendercontent whendot-walked toother records

When dot-walking to anHTML field on a form,the TinyMCE containerand HTML text do notappear. Only the fieldlabel and the icons toexpand(+)/collapse(-)the field appear.








UIComponents

PRB666363

KB0622727

Editing templatedata for list fieldremoves entries(watchlist)

When saving data for atemplate for a glide_listfield, data is removedfrom the list.

1. Open an incident.

2. Press (...) next to the UI actions in thetop right corner.

3. Select Toggle Template Bar.

4. If there is no template, click CreateNew Template. Otherwise, press (...)on the right of the template bar, andselect Edit to the right of any existingtemplate.

5. If it is not already a field in thetemplate, add the Watch list field tothe template.

6. Add 4 or more entries to the Watchlist value field, separated by commas.This can be any combination of emailaddresses or users in the system.Note who you have in the second tolast position.

7. Save the template, then edit it again.

The second to last object in the list isremoved.

8. Save again, and go back to thetemplate.

The Watch list is unchanged.

9. Add another object to the end of thelist.

Again, note who is second to last.

10. Save.

The second to last object in the list isremoved.

UserInterface(UI)

PRB692578

KB0598164

Recordscreatedvia Parentand ChildTemplates arenot properlylinked

Records created fromParent/Child templatesmay not be linked bythe correct field. Forexample, ChangeTask records may belinked to a ChangeRequest record by theParent field, instead ofthe Change Requestfield, which may not bedisplayed on the ChangeTask > Change Requestrelated list.








Import /Export

PRB589093

KB0598425

LDAP erroroccurs whenimporting alarge number ofattributes

The following LDAPerror occurs whenimporting a largenumber of attributes:"Row size too large.The maximum row sizefor the used table type,not counting BLOBs,is 8126. You have tochange some columnsto Text or Blobs."

1. Configure an LDAP server.

2. Configure a data source to fetch userrecords from this LDAP server.

3. Ensure that the Attributes field ofLDAP server data source is empty.

4. Ensure that the remote LDAP servercontains a large number of attributes,enough so that when you count thebyte size of all attributes together forone of the records, it is larger than8126.

5. Run the import.

Note the following error in the import log:"Records that are larger than 8126 in sizeare skipped by the import process with thiserror."

Workflow

PRB703060

KB0598053

Publishedversion ofworkflowincluded withplugins revertsto OOB version

The published versionof workflows is revertedto the OOB version,and user data is beingoverwritten.




https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/integrate/ldap/task/t_ConfigureAnLDAPServer.html

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/integrate/ldap/task/t_CreateADataSource.html





ProjectManagement

PRB697330

Cannot 'CloseComplete'project taskwith manualcalculation dueto a modifiedactual start date

If the actual start dateis modified for a manualcalculation project's aproject task, the userwill no longer be ableto close off the task as'Closed Completed'.

1. Create a new project (pm_project.do)and fill out the mandatory fields.

2. Set the calculation to Manual andsave the record.

3. Create a new project task via therelated list, filling out the necessarymandatory fields. Save.

4. Set the project task's state to Work inProgress and save.

5. Change the Actual start date to a datein the future (increase by 1 day) andsave.

6. Change the Actual start date again(increase by another day) and save.

7. Change the state for the project taskto Close Complete and then save.

Expected behavior: The project task isclosed without issues.

Actual behavior: The user is unable toclose the project task as completed.

The following error messages appear:"Cannot change the planned end date ofclosed task. Invalid update"

Discovery

PRB714622

When aninstanceupgrades fromEureka/Fuji toIstanbul, themid.version isnot updated insys_properties.

This leads to a falseerror on the MID Serverform in the instance.

ServiceCatalog

PRB713494

KB0598709

Recordproducervariablesare returning"undefined"instead of anempty string

When a record producerwith a variable of typeYes/No or MultipleChoice with 'none'included is used toproduce a record,the variable returns"undefined" instead ofan empty string.







Workflow

PRB884253

Workflow Editor- When openinga "published"workflow thathas beenchecked out byanother user,UI warningmessageshould bedisplayed onthe editor

When opening a'published' version of theworkflow that has beenchecked out by anotheruser, the workfloweditor should display awarning message withthe username of theuser that has checkedout the workflow.

This way, if the workflowis checked out by User Afor example, User B willbe aware of this whenviewing the workflowthrough the editor.

1. As System Administrator, navigate toWorkflow > Workflow Editor.

2. On the workflow editor, open DefaultSLA workflow.

3. On the icon (left of the workflowname), click Checkout.

The workflow is now checked out.

4. Log out and log in as another userwith the "workflow_admin" role or asanother administrator.

5. Then, repeat steps 1-3.

Notice that when you click on the icon(left of the workflow name), there is nocheckout or published button. This isexpected because another version existswhere its been checked out by the SystemAdministrator" user.

However, the workflow version at the topof the workflow editor says "Published",giving the impression that the user shouldalso be able to check out the workflow.

UserInterface(UI)

PRB679644

KB0610408

List v3ignores theglide.ui.goto_use_containssystem property

On Helsinki instances,List v3 ignores theglide.ui.goto_use_containssystem property.







Email

PRB695468

Inbound emailincorrectlyclassified as'new' when nowatermark orrecord number,but In-Reply-To header'smessage-idrefers to anemail in theinstance

When an email arrivesin the instance with thefollowing conditions,the email should beclassified as a reply, butis incorrectly classifiedas a 'new' email.

1. Reply prefix existsin subject (e.g. "Re:<subject>")

2. no watermark in theemail

3. no record number inthe email

4. An In-Reply-Toheader in the email,with a message-id of an emailthat exists in theinstance email log

5. The email locatedby message-id hasa target recordexisting in thesystem.

The system incorrectlytreats this email as a'new' email instead oflocating the originalemail by message-idand finding the targetrecord from that. Thisresults in opening a newincident, when the emailshould have matched onthe target record via theIn-Reply-To header.

1. User A sends email to a ServiceNowinstance, and cc's User B.

2. User B clicks 'reply' in their emailprogram, and sends it to User A andthe instance.

User B's email arrives in the instance(and contains an In-Reply-To headerreferencing User A's email, which exists inthe system from step 1.





DatabaseIndexes

PRB703001

TableCleaner onv_rrd_slow_script,v_rrd_slow_transaction,andv_rrd_slow_querycausesreplication tofall behind

Slow DELETESoccur againstv_rrd_slow_script,v_rrd_slow_transaction,and v_rrd_slow_queryfrom Table Cleaner,even when there are norows to delete. Deletesagainst v_rrd_slow_*tables can run for tensof hours (30-50 hours)even when there are norows to delete, and thiscauses replication to fallbehind.

1. Observe Replication Lag is beyondthe operations threshold.

2. Observe the DELETE statementson the secondary databaseare running long against thetables: v_rrd_slow_script,v_rrd_slow_transaction, andv_rrd_slow_query

3. Optionally, verify the "Table Cleaner"job is running in stats.do.

Orchestration

PRB712299

Workflow Editoris taking along time toload whenopening up aworkflow whenOrchestration isactive

The issue usuallyoccurs when users haveopened up multiple tabswithin the WorkflowEditor. Other examplesymptoms:

• When the WorkflowEditor opens and auser clicks on anyWorkflow to open,it takes over 10 -15seconds to load.

• The user ison the latestversion of GoogleChrome (Version53.0.2785.101 (64-bit)) or Firefox.

UIComponents

PRB746865

HTML withnamespacesare not properlydisplayed withinCODE tagsin the activityformatter

XML namespace tagsand values remain forsome examples.

UIComponents

PRB660554

KB0597990

UI16 does notrender theemail replybutton on theactivity (filtered)formatter

The functionality isavailable after switchingto UI15.







Discovery

PRB808426

KB0622288

When WindowsServer 2016 isdiscovered, itis incorrectlyclassified as aComputer CI

When Windows Server2016 is discovered, itis incorrectly classifiedas a Computer CI(cmdb_ci_computer),and not as aWindows Server CI(cmdb_ci_win_server) inthe CMDB.

Discover a Windows 2016 server.


PRB910543

Some ACLsremain afteran Expressto Enterpriseconversion pre-Istanbul

After an Express toEnterprise conversionon a Helsinki, Geneva,or Fuji instance, someACLs remain thatprevent Enterpriseadmins from fullyaccessing script fieldsand other tables/fields.

Email

PRB606205

Emails renderwith Globaldomain displayvalues forchoice listlabels

When a user is loggedinto a domain other thanthe Global domain andviews an incident record,the user can selectanother domain from thedomain picker. However,any email notificationsthat are sent based onchanges to the sameincident reflect thechoice list values thatuse the Global domain,not the user-selecteddomain.

1. Select a domain other than Global.

2. Update an incident that fires anotification.

The notification contains informationbased on the Global domain, not the user-selected domain.

UpgradeEngineIssues

PRB683186

Privatepropertiesgenerating 'skiperrors' duringupgrade

During upgrades, aprivate sys_propertyis skipped, and it isreported to the end useras a 'skip error' .

1. Mark a sys_property asis_private=true and modify it.


3. Review the upgrade log.

The modified sys_property is skipped andincorrectly marked as a skipped_error.The property is correctly skipped becauseit is private, but the error is confusing.






RecordCertification

PRB712817

After Helsinkiupgrade, usersreceive rolesthat werepreviouslyremovedfrom the ITILcontaining role

After an upgradeto Helsinki, deletedrelationships betweenroles resurface.

In a Geneva instance:

1. Install the Architecture Complianceplugin.

2. Verify ITIL role is added with anotherinherited role: Certification.

3. Delete this relationship.

4. Schedule an upgrade to Helsinki.

After the Helsinki upgrade, this deletedrole will be seen with the ITIL role.

Chat

PRB825291

KB0623061

Connect throws500 error whenresetUnreadCountis called onan emptyconversation

In Helsinki and Istanbul,error messages appearin System Logs > Errors.

1. Clear out all live_group_memberrecords on the instance.

2. Navigate to the $c.do tab.

3. Switch to a different tab.

4. Switch back to the $c.do tab.

Browser shows the HTTP request triesto call /api/now/connect/conversations/undefined

Discovery

PRB725029

CIs are beingcreated with thename [OBJECTOBJECT].[OBJECTOBJECT]

Configuration itemsare being created withthe name "[OBJECTOBJECT].[OBJECTOBJECT]"

SurveyManagement

PRB755324

After upgradingto Istanbul,Surveyinvitations arenot displaying aURL link

This issue occursbecause theAssessmentUtils scriptinclude performs aGlideRecord query onsp_portal table withoutchecking whether'Service Portal - Core'plugin is activated on theinstance. The systemthrows an error when thequery is executed.

HTMLEditor

PRB601128

Insert/ModifyLink icon onempty TinyMCEKnowledgeeditor isenabled butURL/text is notsaved

The Insert/Edit Link iconon TinyMCE is enabledon empty editor, butclicking it and addingURL and text does notwork.






Studio

PRB636482

Scopedapps: ActivityFormatter notsupported forconfiguration

The activity formatteris global and availableto all task tables. Toconfigure it for a specifictable, users must createa system propertyformatted as follows:glide.ui.<MY CUSTOMTABLE>_activity.fields

However, in a scopedapplication, it is <MYSCOPE>.glide.ui.<MYCUSTOMTABLE>_activity.fields.This does not workproperly.

Lists

PRB658785

KB0597991

List v3 is notrenderingstages properlyfor columns oftype Workflow

The new List v3 viewis not rendering stagesproperly for columns oftype Workflow.


Discovery

PRB690012

KB0598562

CIM_ERR_INVALID_PARAMETER:CIM_HostedSharewarning isdisplayedduring storageDiscovery

The warning"CIM_ERR_INVALID_PARAMETER:CIM_HostedShare isdisplayed during storagediscovery" appearswhen discoveringspecific CIM servers.


Chat

PRB716841

KB0621686

Inconsistentaudio anddesktopnotifications inConnect

In Connect, there isinconsistent behaviorfor audio and desktopnotifications. Whendesktop and audionotifications are set,notifications appear,disappear, and thenappear again. Audionotifications are alsoinconsistent, especiallywhen related totransfers.









UIComponents

PRB753885

KB0622265

Delay in TypeFilter on leftnavigationpanel

There is a delay whentyping text into the TypeFilter text in the leftnavigation panel. Thedelay is much moresignificant in Istanbul vs.Helsinki due to stylingchanges, includingsome additional markupbetween the Helsinkiand Istanbul releases.

1. In the filter navigator, type System orany other term.

2. Notice the slight delay in the type-ahead.

UpdateSets

PRB900722

KB0622591

sys_storage_aliasentry is notdeleted whendropping afield from anextended tablein update setcommit

Records in thesys_storage_alias tableare not deleted whendropping a field from anextended table via anupdate set commit.


UpdateSets

PRB671146

Error whenpreviewing/committingupdate set withan unusuallyformattedpayload

Some specific updateset payloads that havebeen formatted withline breaks can causeerrors when previewing/committing.

This PRB onlyaddresses updateswith line breaks in thepayload element ANDthe payload starts with:

<record_update>

<sys_dictionary ...

LanguageandTranslations

PRB678727

Service Catalogcategories onlydisplay the titleof the parentin translatedinstances

After changing theinstance language toGerman (or French),the Service CatalogCategory "Titel" displaysthe translated valueof the correspondingtranslated value of"Übergeordnet" (parent)or "Katalog" (sc_catalog)if at least one of thesecolumns is on the listand has a value. Theelement furthest to theright in the list is usedand is displayed as"Titel."








PRB722351

HTTP Code:408 error whileexporting agraph as animage

When exporting a largewidget to a PNG or JPGimage, there is a timeouterror and the image isnot downloaded.

The fix for this PRBincludes a new property,com.snc.pa.max_exportable_chart_size.This property has adefault value of 2 MB - ifthe file size is exceeded,the Export button will notappear.

Discovery

PRB733653

Linux - Storagesensor forcomputers withlots of disks willrun instancenode out ofmemory andcause a restart

Node performance isnoticeably affected whenrunning large sensors.

UIComponents

PRB710184

Non-adminusers withonly the role'filter_group' arenot able to savegroup filters inList V3

When non-adminusers only have the'filter_group' role, theyare unable to save groupfilters in List V3. In thecondition builder, the'Save Filter' button onlyshows 'Only Me', withoutthe 'Group' option.

Pre-requisites

• Activate the List v3 plugin.• Make sure List v3 is enabled: make

sure that the system property named'glide.ui.list_v3.enable' is set to 'true'.

• An ITIL user only has the 'filter_group'role with no other filter roles.

Steps to reproduce

1. Impersonate the ITIL user.

2. In the filter navigator, enterincident.list.

3. Edit the filter and set Active to true.

4. Click Save Filter.

The filter does not show the 'Group'option.


PRB717454

AMBClientdisconnectdoes not havea timeoutand waitsindefinitely





Mobile

PRB719371

Clearing andadding optionsto a choice fieldmultiple timesin a client scriptdoes not workas expected

KnowledgeManagement

PRB721929

Resizing issueswith Knowledgepages

Knowledge pages arenot always resizedproperly - some pagesare cut off. In addition,the Knowledge ESSscript should only runwhen knowledge pagesare being rendered.


PRB732930

SecurityIncidentResponseplugin iscausingissues withattachmentsand work notes

The Security IncidentResponse plugin isstopping user accessto journal fields on anynon-task table.

ServiceMapping

PRB832751

Discoveryprocessing isvery slow orstuck

When Service Mappingdiscovery is run formultiple services (or allservices), the discoveryjob may slow downdue to the servicerecomputation jobsbeing processed. As aresult, discovery taskscan time out.

Reporting

PRB903785

Unable to usesemicolonsto separatemultiple emailsin scheduledreports

When multiple emailaddresses areadded and an emailis generated, thesemicolons separatingeach email addressare not replaced with acomma. This preventsthe scheduled reportfrom getting emailed tousers.

In an Istanbul instance:

1. Set up a scheduled report.

2. Separate multiple emails in the 'Emailaddresses' field with semicolons (;).

3. Execute the scheduled report.

4. Navigate to System Logs > Emails.

The email record is in a state of 'send -ignored'. If you open the email log record,the semicolons between each recipientwere not converted to commas. Updatingthe scheduled report to use commassends the report as expected.





UsageAnalytics

PRB905758

ua_instance_statetable is notincluded inclone excludestable

CorePlatform

PRB610822

GlideAggregatereturns theincorrectdisplay valuefor ServiceCatalogvariable fields

In reporting, legendlabels and data labelsdisplay the variablechoice values insteadof the display value.For example, 'Storage'is shown as 'sixtyfour'instead of '64 GB'.

UserInterface(UI)

PRB657559

KB0564244

TemplateDialog hasdouble savebuttons withUI advancedpropertyenabled

When thesystem propertyglide.ui.advanced isset to true, two SaveUI Action buttons arevisible when creatinga new template forIncident.


Workflow

PRB664759

Window hangsbecause ofworkflowsequencegeneration

While designing aworkflow, windows mighthang.






ServiceCatalog

PRB683185

KB0621722

Any datarecords intables with acustom fieldreferencing acatalog itemwill also becopied whenthat catalogitem is copiedvia 'Copy' UIaction

When using the 'Copy'UI action on any catalogitem (or record producer,order guide) record,the code that copiedthe referencing recordswill also copy all otherrecords that havecustom reference fieldsalso referencing thecatalog item.

For example,a custom fieldtask.u_record_producerreferencing sc_cat_itemcould be used forkeeping track of whichrecord producer wasused to create anincident or changerequest. Copying therecord producer willresult in duplicateincidents or changerecords being createdfor all of those createdfrom the recordproducer.

This does not affect anyRequested Item recordsthat reference catalogitems, which is an out-of-box field.

1. Navigate to any table (e.g. Incident).

2. Create a new reference fieldCatalog Item referencing the tablesc_cat_item.

3. Pick a record in the incident tableand populate the newly created fieldCatalog Item to Access (a catalogitem).

4. Navigate to Maintain Item and openthe catalog item Access.

If you click Copy, a new Item will becreated with name 'Copy Of Access', buta duplicated record is also created in theincident table where the Reference fieldis created. Duplicate records have the'Catalog Item' field populated to 'Access'.

ServicePortal

PRB698394

KB0622950

A user cannotuse theshoppingcart on theService Portalimplementationof ServiceCatalog

When users go toa catalog item, theycannot click on thebutton "Add to Cart".







Mobile

PRB708073

Mandatorycatalogvariablesin variablesets are nothonored in thenative app andHelsinki mobileweb

Making a CatalogVariable within VariableSets mandatory appearsto have no effect in thenative app other thanthe asterisk marking itas mandatory. Catalogitems can still besubmitted with thesefields left blank.

1. Create a catalog item. Make sureAvailability is set to Desktop andMobile.

2. Create a variable set for the catalogitem.

3. Create a variable within the variableset. Make this variable mandatoryusing the Mandatory check box.

4. Test this catalog item in the desktopUI, mobile UI, and the native app.

Note that in the native app, users do notreceive a mandatory field warning, and thecatalog item can be submitted.

ServicePortal

PRB709066

Changingthe currencysymbol (in thefx_currencyrecord) causes$0 priced itemsto displaytheir prices inService Portal

When the currencysymbol field is changedin the fx_currencyrecord, prices for $0.00items are displayedwith their prices in theService Portal.

Mobile

PRB709403

KB0610402

In mobile UIclient scripts,current rolesare unavailableon the g_userobject


EdgeEncryption

PRB709440

KB0598181

Three knownuse casescan causefalse EdgeEncryptionproxy outagealerts

In each case, the string"No Edge Encryptionproxy online" appears inthe instance logs, whichtriggers the outage alert.

These three use cases can cause falseoutages:

• A proxy starts up for the first time(Intermittent). When a brand new proxyconnects to a freshly zbooted instance,it takes some time to start up afterits registration, which can sometimesexceed the default 25-second outagetime.

• GlideCacheManager.invalidate() iscalled by a script.

• An operation like an upgrade scriptflushes the Glide cache.

SystemApplications

PRB715040

Slush bucketdoes not workas expected

Users are intermittentlyunable to add itemsfrom the 'Available' to'Selected' columns inslushbuckets.







Integrations

PRB738710

LDAP syncedusers are notable to loginbecause "NoDN returned for[user_name]"

After the LDAPauthentication is turnedon and all configurationsare complete, LDAPsynced users cannotlog in. In the LDAP log,users see messagessuch as:

• <User name> cannotlogin

• No DN field returnedfor <User name>

• No user informationfound in ldap for<User name>

ServicePortal

PRB878189

KB0622398

In ServicePortal, catalogitem variablesare read-onlyfor non-roledusers

When the variables ina catalog item havewrite_roles configuredand a non-roled usertries to create a requestusing the catalog item,all of the variables areread-only in ServicePortal. However, thevariables in the catalogitem in the normalcatalog UI are not read-only.

1. As an admin user, navigate toMaintain Items.

2. Open the Sales Laptop catalog item.

3. From the related list, open theAdditional software requirementsvariable.

4. Add the Write roles field to the form ifis not already there.

5. Add the admin role to the variable (sothat the admin is required to write tothe variable).

6. Click Update.

7. Impersonate an ESS user.

8. Navigate to the Service Portal.

9. Search for and view the SalesLaptop catalog item.

Expected behavior: Variables are writablein the normal UI and Service Portal.

Actual behavior: Variables are read-onlyin Service Portal. They are writable only inthe normal UI.






CorePlatform

PRB653930

Forms andlists can loadslowly if theyrender multiplereference fieldsthat have blankdisplay values

Depending on howmany times the formis trying to render thereference field that hasa blank display value,the form will load slowly.Specifically, this hasbeen seen with a blank"name" field on thecmdb_ci table.


PRB683264

KB0621041

action.setRedirectURLandproducer.redirectdo not work onService Portal

producer.redirectdefined on an item/record producer doesnot work on ServicePortal.


KnowledgeManagement

PRB687331

KB0622851

Images arelost afterimporting Wordarticle throughKnowledgeportal

1. Navigate to Knowledge >Homepage.

2. Click the Import Articles button.

3. Click Click to select and and choosethe Word document.

4. At the prompt, identify the location ofthe article.

5. Choose a Knowledge Base and clickImport.

Note that although no error messageappears, images in the article do notappear.

UpgradeEngineIssues

PRB689915

Users areunable to revertto base versionthe changesmade to thebackout UIaction by arecent writeaudit

Reporting

PRB691552

KB0596651

The 'Other'section of areport doesnot display thecorrect data ifthe report is notsaved

The 'Other' section ongrouped reports showsno data when clicked;unsaved changes toreports do not displaywhen report is run.









KnowledgeManagement

PRB692419

KB0622848

A knowledgebase withdisabled SocialQ&A still showswhen userstry to create aquestion

When navigating tothe Knowledge pageand posting a question,users can select aknowledge base forwhich Social Q&A isdisabled. When thequestion is submitted, anerror appears.

1. Enable Social Q&A for a knowledgebase.

2. Check that you have at least oneknowledge base that does not haveSocial Q&A enabled.

3. Navigate to Self-Service >Knowledge.

4. Click Post a Question.

5. In the Knowledge Base field, clickthe arrows to show the drop-downmenu.

Note that all knowledge bases arelisted, even the knowledge basesfor which Social Q&A has not beenenabled.

6. In the Knowledge Base field, selecta knowledge base that does not haveSocial Q&A activated.

7. Add a Title.

8. Click Post Question.

Note the error message: 'Error in fetchingquestion'. The question cannot besubmitted successfully.

Chat

PRB701399

KB0598984

Wait time isnot displayedin legacy chatwindow

When an end userinitiates the chat, thedisplayed message is:"You are currently inposition 1 in the queue.Your approximate waittime is 7 Seconds."However, this messageis not displayed whenusing legacy chat.


Reporting

PRB711605

KB0622603

Script logscontainentries fromhome_grid.xml

When a homepageor CMS callshome_grid.xml,these log statementsappear: '>>>> layout:layout_2_across'









PRB713012

List UIactions aredoubled on thesysapproval_approvertable in Helsinkiand Istanbul

The list choice UIactions 'Approve'and 'Reject'appear twice in thesysapproval_approverlist, in the "Actions onselected rows" drop-down choice menu.

1. Navigate tosysapproval_approver.list.

2. At the bottom, click Actions onselected rows.

'Approve' and 'Reject' appear twice on thelist.

ServicePortal

PRB713048

KB0610283

Fonts andglyph icons donot display asexpected inHelsinki

Fonts and glyph iconsin .woff2 font fileresource in /sp-fontsfolder cannot be foundon instances upgradedto Helsinki.

To determine whether an instance isaffected:

1. Navigate to System Definition >Plugins and activate the ServicePortal plugin.

2. Open a browser window to a ServicePortal (for example, /sp).

If the browser throws a 404 error failing todownload /sp-fonts/glyphicons-halflings-regular.woff2, the instance is affected.

KnowledgeManagement

PRB734679

When ESSusers accessthe Knowledgehomepage,categoriesintermittently donot show up

ESS users areexperiencing intermittentissues with categorieson the Knowledgehomepage. When someESS users click the ESSlink to the Knowledgepage, no categories areloaded. Sometimes,all categories loadcorrectly.

This issue occurs intermittently.

1. Log in to an instance as an adminuser.

2. Navigate to Self-Service >Knowledge > Knowledge Bases.

3. Make one knowledge base active,and make the remaining knowledgebases inactive.

4. Navigate to ESS.

5. Press command and click theknowledge link 20-30 timescontinuously on that page. This willcause 20-30 tabs to open.

In some of these tabs, the categories donot load.

Expected behavior: The categories loadon the knowledge base home.

Actual behavior: The categories do notload.






ServiceCatalog

PRB810213

If a variablevalue containsunprintableASCIIcharacters, theEdit Cart and 2-step Checkoutpages will notload

If a variable valuecontains unprintableASCII characters whichare invalid XML onceencoded (e.g. ,), the Edit Cart and2-step Checkout pageswill not load.

If a user pastes a valueinto a catalog itemstring variable, whichincludes unprintableASCII characters:

1. The value will besaved in the cartitem sc_item_optionrecord.

2. The Edit Cart/2step checkout page(com.glideapp.servicecatalog_cart_view_v2)will not load withan error suchas "Characterreference "&#16"is an invalid XMLcharacter."

1. Create a Catalog item with a single-line text variable.

2. To open the item in the catalog, clickTry it.

3. Copy/paste text into the variable,including some hieroglyphs startingwith 17h, followed by "proper text afterunprintable characters".

4. Add to cart.

Note that a sc_item_option recordnow exists with this value.

5. Click Edit Cart.

This loads the'com.glideapp.servicecatalog_cart_view_v2'UI Page that is also used for 2-stepcheckout.

Note the error: "Character reference"&#17" is an invalid XML character."

Email

PRB632003

Formatting ofHTML in theemail clienttemplate is lostwhen openingthe email client

HTML placed in the"body" field of an emailclient template recordcan lose formattingwhen it is rendered inthe email client. Someobserved issues:

• If you add html<table> tags to aemail client templatethe tags will getconverted to <div>tags.

• Extra lines are addedto line item structure.





ServerSideScripting

PRB634999

Dot-walkingthrough areferenceto tags fieldresults inSyntax Erroror Access RuleViolation

If a user configure alist to add a dot-walkto the tags field of areference, the list nolonger displays properly.The user receivesthese listed errors whenviewing the list:

• MySQL: SyntaxError or AccessRule Violationdetected by database(Unknown column'task4.sys_tags' in'field list')

• Oracle: SyntaxError or AccessRule Violationdetected by database(ORA-00904:"TASK1"."sys_tags":invalid identifier)

UI Policy/ClientScript

PRB668742

HTML editorTinyMCEstrips out theonclick linkattribute despiteadding it to theHTMLSanitizerConfigHTML_WHITELIST

For example,

<strong><br />Note</strong>: For stepson how to submita WSR refer to<strong>KB0000001</strong> - <ahref="/" onclick="returngetLinkToKB(this,'KB0000001');"target="_blank">

changes to

<p><strong><br />Note</strong>:For steps on how tosubmit a WSR refer to<strong>KB0000001</strong> - <ahref="/" target="_blank">How to Submit a WSR</a></p>





Persistence

PRB684316

KB0622001

Deleting a non-empty tablethat extendssys_metadatadoes notremovesys_metadatarecords for rowsin that table

If a table extendingsys_metadata is deletedand there were rowsin that table, then thesys_metadata recordscorresponding to therows in that table are notremoved.

1. Create a new table that extendssys_metadata.

2. Navigate to that table and create anew record in it.

Note the sys_id of the the record youjust created.

3. Delete the table (without deleting therecord in it).

4. Navigate to sys_metadata and searchby sys_id using the id from step 3.

Note that the record has not beenremoved.

Reporting

PRB689636

Printer-friendlyversion notworking withreports

• For pie charts, theprinter-friendly option(in the gear wheel/settings) results ina blank page witha 'Click to Print'button. The Chromeconsole shows anerror: SetupSeriesnot defined.

• Bar chartsexperience thissame issue. For barcharts, the Chromeconsole shows thiserror: Failed To LoadResource 400: BadRequest.

In a Helsinki instance:

Pie charts

1. Navigate to Report > All Contractsby Type report (a pie chart typereport).

2. Click the gear wheel (settings).

3. Click Printer Friendly Version.

Note there is a blank page with a 'ClickTo Print' button. If you enable ChromeConsole (COMMAND+OPTION+J), youwill see an error:

Uncaught ReferenceError: setupSeries isnot defined

Bar charts

1. Change the pie chart to a bar chart.

2. Run the report.

3. Click the cog wheel (settings).

4. Click Printer Friendly Version.

Note the page is blank without a 'Click ToPrint' button. The Chrome console showsthis error:

Failed To Load Resource: 400 (BadRequest).

UIComponents

PRB707224

Referencelookup issuewhen using Listv3






UIComponents

PRB709998

When settingscontentoutgrows thecontainer, itoverflows

When you click on theSettings icon whileusing a tablet, contentoverflows from thecontainer on the Generaland Theme tabs.

Using a tablet in UI16:

1. Click on the Settings icon in theheader.

Note that the 'Printer-friendly version'icon is outside of the containingframe.

2. Click on the Themes tab.

Note that the last few themes areoverflowing the container.

Chat

PRB710681

During anupgrade,connect_actionis forciblyupdated

This can interfere withcustomer customizationsor changes.

1. Update the Connect Action titledCreate Incident.


3. After the upgrade, check the ConnectAction titled Create Incident.

It has been reverted to its OOB state.

Persistence

PRB711355

Handling emptysys storagealias

In various situations,the table editor orother source caninsert an emptysys_storage_alias.storage_alias.As a result, aNullPointerException(NPE) is thrown whenthe db layer is loadingthe sys_storage_aliasfor table or columnchanges. If the NPE isthrown in the middle ofupgrade, the upgradecan fail.





ServicePortal

PRB714152

KB0622099

If a requesteditem is orderedas part of anorder guidefrom ServicePortal, theOrder Guidefield on theRequested Itemform does notshow the orderguide name

If a requested itemis ordered as part ofan order guide, theOrder Guide field on theRequested Item formshould show the orderguide name. However,when the request issubmitted from ServicePortal, the Order Guidefield is empty.

In a Helsinki instance:

1. Open the Service Portal home page.

2. Navigate to Service Catalog > CanWe Help You?

3. Select New Hire.

This is an OOB Order Guide.

4. Enter all mandatory fields.

5. Click Submit.

You will get a small pop-up near theheader: "Created REQ0010011 - trackusing 'Requests' in the header or clickhere to view".

6. Open this REQ and associated RITM.

In the RITM form, the Order Guide field isempty.

If this same request is submitted fromService Catalog (outside Service Portal),the Order Guide is populated correctly.

Email

PRB714393

KB0621603

Cannot enablenotificationpreferences fora mandatorynotification onnon-primaryemail devices

The notificationpreferences pagecauses the mandatorynotifications to displayas though all deviceswill receive thenotification. The usercannot switch offpreferences for any ofthe devices. In addition,only devices with acmn_notif_message fora mandatory notificationreceive the notification.








UpgradeEngineIssues

PRB715145

ResolveConflictsaction displays'Payload isnot found' ona coalescedrecord

The 'Resolve Conflicts'UI action on a skippedrecord displays a'Payload is not found'message if there isno sys_update_xmlfor that record. Thesystem looks for asys_update_xml withthe file name that is insource control, withoutconsidering whether thatfile has coalesced andexists under a differentname/sys_id.

1. Navigate to sys_ui_view.list.

2. Search for 'Name' = default.

3. Customize that record and verify asys_update_xml is generated.


5. After upgrade, navigate to thesys_upgrade_history record for theupgrade.

6. Filter down the skipped list to onlysys_ui_view records with 'TargetName' = default.

7. Click any of these records, excludingthe one you modified in step 3.

8. Click Resolve Conflicts.

Expected behavior: The user should beable to tell that this record coalesced tothe one modified in step 3 and show thedifference.

Actual behavior: The user sees a 'Payloadis not found' error message.


PRB716341

KB0622763

Screenshotsare notdisplayed intest resultsdue to missingextension

Automated TestFramework test resultsare missing screenshotsdue to generatedattachments having noextension.

1. Navigate to Automated TestFramework > Test and create a test.

2. Add a step to the test to 'Open a newform'.

3. Set the form table to Incident.

4. Run the test.

Expected behavior: The Test Resultrecord has a JPG screenshot with a fileextension.

Actual behavior: The Test Result recordhas a PNG screenshot with no fileextension.






Lists

PRB721465

KB0598844

Reference fieldautocomplete/typeaheadblocks thefilter's referenceinput field andwhen editing alist

When attemptingto auto-complete areference field valuein a filter, the inputfield is covered withthe suggestions list.When only one resultis returned, a one-itemlist appears above thetext field, but you needto use the down arrowto select it using thekeyboard.

1. Navigate to Incident > Open (or fixtargets or stories).

2. Open the filter builder and add a newAND clause.

3. Choose Configuration Item (Problemon HI, or Target Branch for fix targetor story).

4. Tab over to the text area and type asingle character.

Note that suggestions appear startingabove the text area and continuing downover the top of it

ServicePortal

PRB723439

KB0622405

Mandatoryfield alert is nottranslated

The alert texts "Thefollowing mandatoryfields are not filled in"and "The following fieldsare incomplete" are nottranslated in the ServicePortal.


Reporting

PRB723987

KB0622579

List calculationdisappearsonce the reportis saved

List calculations such astotal, average, minimum,and maximum valuesdisappear from thereport when Save isclicked.

UIComponents

PRB648326

Accessibility -Context menuscannot benavigated witha keyboard

When opening the listcontrols menu via akeyboard, focus cannotbe placed on the openedlist.








AssetManagement

PRB653476

Clicking on formsections onthe form layoutscreen foralm_hardware,can cause thesections foralm_asset to beloaded

When this happens, newform sections are addedto alm_asset instead.

1. Open an alm_hardware record.

2. Right-click the form header and selectConfigure > Form Layout.

3. In the Section field, click New... tocreate a new section. Be careful notto click any of the existing sectionsfirst.

4. Create a new section and add a fieldto the section.

5. Return to the alm_hardware form.

Note that the section appears asexpected.

6. Right-click the form header andselect Configure > Form Layout >General.

Note that the Sections in the sectionfield change. Hardware used to be thefirst section, but now Asset is first.

7. Create another new form section, adda field to it, and save again.

8. Return to the alm_hardware form.

Note that the second new sectioncreated in step 7 does not appear.

9. Open the sys_ui_section list and lookfor the form section you created instep 7.

Note that it was created on alm_assetinstead of alm_hardware.

Persistence

PRB665289

ReceivedORA-00932:inconsistentdatatypes:expected - gotCLOB errorwhen searchingTAG

PlatformPerformance

PRB667006

Progressworkers are notlimited/throttled,which can leadto resourceconstraintson applicationnodes

Progress workers arenot limited or throttled,which can lead toresource constraintson the application nodeand potentially no freememory, high CPU, andno available databaseconnections.





ChangeManagement

PRB678036

KB0621305

In a standardchangecatalog, anequals sign intemplate valuesproduces anerror message

If a mandatory fieldfor the submission ofa standard templatecontains an equalssign (=), the test forthe field fails with theerror message ""ChangeRequest values" havenot been provided: Shortdescription, Description,Implementation plan."The field is read asthough it does notcontain a value even ifthere are values presentalong with the equalssign.


UIComponents

PRB710112

'Is one of' treatswhite spaces infields values asdelimiter in Listv3

When using List v3,when the 'is one of' filtercondition is used, andthe value added to thecondition contains twostrings with an whitespace in between, thesystem turns the whitespace to a comma.

1. Activate List v3 in an out of the boxinstance.

2. Go to sys_ui_action.list. If List v3fails, go to list control and check theList v3 compatible check box.

3. Create a filter with the name 'is one of''Request Approval' or 'View Toggle',without the quotes.

4. Run the filter.

Expected behavior: The filter should be"name in 'request approval' , 'view toggle'".

Actual behavior: The filter will betranslated to "name in request, approval,view, toggle".

TextSearch

PRB710467

The textindexer triggerswhichever logicis associatedto a variableduring theindexingprocess

The text indexerencounters delays whenprocessing a LookupSelect Box variablethat is associated withthe sys_user table.The variable has adefined choice list thatwill fetch all sys_userrecords. This causes aperformance issue forthe indexer and preventsit from completing work.

1. Create an incident from the ServiceCatalog.

2. Update the incident, which triggers atext_index update update event onthe incident table.

When this event is getting processed, theindexer is loading large data rows.






ServicePortal

PRB713489

Catalog UIpolicy withempty conditioncannot makeHTML variableread-only

When using a catalogUI policy to set 'HTML'variable to read-only,it is not honored whenviewing the catalog itemfrom the Service Portal.

Activate the Service Portal for EnterpriseService Management [com.glide.service-portal.esm] plugin.

1. Navigate to Maintain Items > Reportan Incident.

2. Add a new variable to Catalog Item:

• Type: HTML• Question: test• Name: test

3. Create a new catalog UI policy tocatalog item.

4. Add a catalog UI policy action to thecatalog UI policy:

• Variable name : test• Read-only: true

5. Go to Service Portal.

6. Click Order Something, Can WeHelp You?, and Report An Incident.

The "test" HTML field is editable instead ofread-only.

AuditHistory

PRB719751

Printing anaudit-enabledtable throwserror "Illegalaccess tomethodgetSpecialED()in classcom.glide.audit.AuditRecord"

Printing an audit-enabled table throwsUI error message atthe bottom of the page:"llegal access to methodgetSpecialED() in classcom.glide.audit.AuditRecord".

ServiceCatalog

PRB720592

KB0598710

Unable to addvariables toService Catalogitems

When the High Securityplugin is not activated,users are unable tocreate new variablesafter upgrading theinstance to Helsinki.Some base systemACLs are missing.

This issue occurs only when High SecuritySettings Plugin (com.glide.high_security)is not enabled.

1. Log in to an instance as acatalog_admin or catalog_editor.

2. Navigate to Service Catalog >Catalog Definitions > MaintainItems.

3. Click New.

4. In the Variables section or tab, clickNew.

Note that all of the fields are read-only.







PRB730979

User shouldnot be able tosave the widgetform until all therequired fieldsare filled in

Users are able tosave widgets withoutproviding mandatoryinformation. If a user hasnot filled in or configuredthe required mandatoryfields, they shouldreceive a message thattells them to fill in thefields before saving theform.

UpdateSets

PRB733389

Users cancreate a fieldwith the samename on aparent and childtable usingupdate sets

Creating a field with thesame name on the samebranch (such as taskor incident) should notbe possible, but usersare able to do so withupdate sets. This cancause intermittent erraticbehavior.

UpgradeEngineIssues

PRB828187

KB0622592

Upgrading thecom.snc.servicepluginoverwriteschanges madeto the sys_userDictionaryrecord


ServiceCatalog

PRB860988

KB0622339

Questionsare not visibleon the riskassessmentsurvey whencalled within adialog box

Some users are tryingto use glideOverlay asthe popup on the UImacro 'Fill Out RiskAssessment'. WhenglideOverlay is used,the questions are beinghidden.

UIComponents

PRB618278

Referencequalifier set in areference fielddoes not workwhen using theauto-completerfeature

This occurs in multi-language instances.







Reporting

PRB651917

Reports do notdisplay correctlyunder the MyReports sectionwhen the user'susername hasbeen changedsince theycreated thereport

When a user createsa report and then laterhas a username change,reports do not displaycorrectly under theMy Reports section.Some users may havegotten a new primaryemail address and anew username/login forServiceNow.

Discovery

PRB654648

KB0598565

DuringDiscovery,Windows 2012storage sensorsometimesoverwrites themodel ID of acomputer onnew CIs

During the discoveryof a new computer,the computer OSinformation and themodel ID are writtento the CI while thestorage probe is running.However, the storageprobe occasionallyoverwrites the model IDwith an incorrect value.

Discover a new Windows 2012 computeron your network. Note that occasionallythe model ID shows an incorrect value onthe CI.

UIComponents

PRB703542

Bullet fontsize withinHTML fieldsusing TinyMCEand/or HTMLeditor does nothonor font sizechanges withinthe data whenuploading aWord file

While creatingknowledge base articleusing numbered list inTinyMCE text editor,upon increasing the fontof the entire content,only the text changesand not the numberedlist.

1. Create a new knowledge base article.

2. Edit the KB_knowledge.text field tomake it a numbered list in the texteditor.

3. Enter some text, select all, and try toincrease the font size.

The numbered list's font size does notincrease.

Discovery

PRB709239

KB0622394

Sensorerror whenprocessingWindows -Storage :TypeError:Cannot convertnull to an object

When the ProviderNamefrom the WMI property'Win32_MappedLogicalDisk.ProviderName'is empty, the 'Windows- 2008 Storage' probepayload, the sensor willget the error: "TypeError:Cannot convert null toan object"








UIComponents

PRB711039

'Communicateworkaround'button onProblemrecords adds'_123STREAMENTRY321_'to the comment

When using the'CommunicateWorkaround' UIaction, the commentthat is posted to thechild incidents has'_123STREAMENTRY321_'prepended to thebeginning of thecomment.

This can be reproduced on any problemwith child incidents in an out of boxinstance.

1. Fill out the workaround and pressPost.

2. Press the Communicateworkaround UI action.

'_123STREAMENTRY321_' is added tothe comment.

ServicePortal

PRB719565

When usingService Portal,timestamps areincorrect onrecords

Affected users areseeing incorrecttimestamps whenrecords are updated(e.g. incident records).

Forms

PRB733103

Activity streamappears asempty

Some users areexperiencing issueswith the activity stream -users cannot view worknotes and additionalcomments. This issueaffects any journalfields (e.g. work notes,comments, or customtypes).

1. Perform a cache flush.

2. Open an incident and fill the Shortdescription with: Here's a test.

3. Submit the incident.

4. Go to /incident_list.do.

5. Open any other incident.

Note the activity stream remains empty.Errors appear in the developer console.

ServiceMapping

PRB733872

ServiceMappingperformanceissues

Some users areexperiencingperformance issues withService Mapping. Whenchanges occur aroundthe same time in multiplebusiness services,the service model re-computations take along time and occupy allworker threads.

Chat

PRB741898

Enable agentsto create arecord off achat after aconversation isclosed

If an end user leaveschat unexpectedly, the'Create Incident' optiondisappears for the chatagent. The option shouldremain.

The Create Incident option disappearswhen:

• The agent ends a conversation beforea record was created of the chat.

• The end user unexpectedly leaves aconversation before the agent is able tocreate a record.





ServicePortal

PRB746327

KB0622402

Cannot viewcontent oflarge, read-only text fieldbecause inputdoes not resize

1. Create a problem record with largecontent in the Description field.

2. Switch to the /sp?id=form view of therecord.

Note that the Description field does notresize to show content. If the field wereread-only, the content is unreadable.

IncidentManagement

PRB756822

KB0622353

When aresolvedincident isreopened, theResolved Byand Resolvedfields are notcleared orupdated

When an incident isresolved for the firsttime, the 'Resolved' and'Resolved by' fields arepopulated.

If the incident isreopened, these fieldsdo not get cleared.Then, when the incidentis once again moved tothe 'Resolved' state, theoriginal 'Resolved' and'Resolved by' values stillpersist. These fields arenot updated with newvalues.


SurveyManagement

PRB806545

'Take Survey'widget fails tosave/submitwhen the URLcontains atrailing slash

A user can access aService Portal with aURL suffix of "sp" usingeither of the followingURLs:

1. https://instance.service-now.com/sp

2. https://instance.service-now.com/sp/

When using the secondURL, the Take Surveywidget no longer works.

1. Add the My Surveys widget to thehomepage.

2. Impersonate a user who has a 'Readyto Take' survey instance.

3. Open the Service Portal viathe following URL: https://instance.service-now.com/sp/

4. From the My Surveys widget, openthe survey.

5. Once the survey loads, click GetStarted.

6. Complete part of the survey and clickSave.

The following error message is displayed:"Something went wrong. Please try againlater."

CorePlatform

PRB606043

Listeners arenot notifiedwhen propertyis deleted

When a property isdeleted, the listeners arenot notified of a change.







Persistence

PRB645369

ConcurrentHashMaptransactionson DatabaseViewscause stucksemaphores

If two transactions tryto access a databaseview at the same time,the transactions can getstuck.

ProjectManagement

PRB664936

When a scrumstory has aproject but noteam selected,'Assigned To'reference iconin scrum tasks(rm_scrum_task)form returns norows

The SDLC Scrum Taskform does not return anyvalues in the 'AssignedTo' reference popupwhen the associatedstory for the scrum taskhas a value selected forProject but no value forTeam is selected.

Make sure all of the Project, Portfolio, andSDLC Scrum plugins are installed.

1. Create a new Story with a valuefor Project selected but no Teamselected within the Story. Or, selectany existing such record.

2. Create a new Scrum Task for thestory, or if one exists, open it.

3. Click on the Assigned to referencepopup for the field.

Note it comes up with no values.





ServiceCatalog

PRB668581

'Price ifchecked' and'Recurring priceif checked'fields areDecimal type,preventingthe use ofmulti-currencyfor checkbox catalogvariables

A currency cannotbe set for the'price_if_checked' and'recurring_price_if_checked'fields on check boxvariables because theseare Decimal type fields.This causes problemswith the catalog itemcalculation and thedisplay values shownon the forms when thecatalog item and itsother variable prices arenot the same currencyas the one derivedfrom the default systemlocale, which is what isassumed for this decimalvalue.

Where the Item is in adifferent currency to thedefault locale's localcurrency, the variableprices are wrong. Thesystem assumes thevariable prices are in thedefault locale currency,and not in the samecurrency of the rest ofthe catalog item.

UserInterface(UI)

PRB672994

Fixed queriesare not partof the exportquery in v3






PRB680224

Pivot scorecardvisualizationalways displaysonly the first 10elements of thebreakdown

Make sure to have collected scores in theinstance.

1. Log in as admin.


3. Click on edit dashboard and Addcontent.

4. Select Performance Analytics >Breakdown.

5. Create a new widget with visualization"Pivot scorecard" and breakdown"Assignment Group".

6. Save and on the related list add3 indicators that are using thatbreakdown (e.g. Number of openincidents).

7. Save and reload the dashboard.

Notice that only the first 10 elements aredisplaying with values.

Import /Export

PRB683830

Profile DateFormat causesunexpectedeasy importdate/time fieldsissues

1. Set your profile date format to anyother than yyyy-MM-dd (e.g. MM-dd-yyyy).

2. Find any table which contains a date/time field, or create a date/time field(e.g. incident.opened_at).

3. Right-click the column to initiate easy-import.

4. Select Insert and download the Exceltemplate.

5. Open the Excel template and set the'Opened' field format to the customyyyy-mm-dd hh:mm:ss and put in adate/time value 2012-10-29 19:53:21.

6. Complete the easy import and checkthe results.

Expected result: 10-29-2012 19:53:21

Actual result: 0017-11-03 03:53:21





Assessments

PRB697321

Public surveysrequire theguest account,which getsremoved whendemo data isremoved

Public surveys requirethe guest accountto work. However,the guest account isconsidered demo dataand will get deleted if auser requests to removeall demo data. After that,trying to access a publicsurvey will result in ablank page.

Chat

PRB698659

KB0621323

Legacy chat'invite user'notification alertworks only ifthe browser isrefreshed

When using the'invite user' feature inlegacy chat, the alertnotification does notwork consistently.


ServiceMapping

PRB706567

Identificationrule error aboutusing a non-existent field -upon upgrade,a schemachange is notapplied to thecmdb_ci_endpoint_storftable

After an upgrade toIstanbul, users see theerror "Rule entry undercmdb_ci_endpoint_storfidentifier usingnon-existent fieldis ignored duringidentification!" Thisissue occurs becausethe identification rule isusing a non-existent field(container).

Reporting

PRB706658

Drilling down tothe Total/Totalon a pivot tabledoes not showcorrect datawhen 'ShowOther' is turnedon

If a pivot report is madeto display the 'Other'column, drilling down tothe Total/Total value willnot show correct data. Insome cases, the filtersare broken.

1. Create a pivot report on the incidenttable:

• Row: Incident state• Column: Caller• No. groups: 10• Show other: true

2. Set the condition to Created on Thisyear.

3. Run the report and drill down to Total/Total.

Notice that the resulting filter is broken andshows all records from the table.






UIComponents

PRB706701

Compact listDate/Timesettings are notretained afterthe setting isenabled

After the compact listdate/time is changed toON in system settings,the date/time displayis not retained afterrefresh.

1. Navigate to system settings and makesure that Compact list date/time isdisabled.

2. Go to any page with a date columnon list. For example, navigate toIncidents > Open and add the datecolumn, which is in the format YYYY-MM-DD HH:MM:SS.

3. Navigate to system settings andenable the Compact list date/timesetting. Then exit the settings window.

The date formation changes to thecompact list format: the year is notshown for date values within thecurrent year, and seconds are notshown for time values.

4. Refresh the page.

The date column changes back toYYYY-MM-DD HH:MM:SS.

5. Navigate to system settings.

The Compact list date/time is stillenabled.

The date column should retain thecompact list format YYYY-MM-DDHH:MM.





UIComponents

PRB709886

List v3:Paginationdisappearswhen a UIaction is addedas 'List bottombutton'

Pagination disappearson List v3 once a UIaction button is addedto the list view as a 'Listbottom button'.

1. Navigate to System Definition >Plugins. Make sure the List v3 pluginis active.


Observe the pagination in the bottom-right corner of the list.

3. Get the context menu for the tableby navigating to Configure > UIActions.

4. Create a new UI action with followingproperties:

• Table: Incident• List bottom button: Checked

5. Name the UI action and save.

6. Go back to Incident > All.

Observe that no pagination is present onthe list.


PRB710682

In List view,'current.sys_class_name'evaluates asundefined,causing ACLsto fail for dot-walked fields

'current.sys_class_name'evaluates as undefinedwhen used in ACLscripts and whenthe ACL is executedwhile pulling listdata. The same'current.sys_class_name'evaluates properly whenthe ACL is executedfrom a form allowing theACL to pass.

1. Open pm_project_task_list.do.

2. Configure the list layout and add thedot-walked field Project (Sub treeroot).Short Description.

As an admin you will be able to seethe short description field.

3. Impersonate it_project_user.

4. Open the project task list.

You will no longer see the shortdescription.

PlatformSecurity

PRB711306

Excessivenumber ofrecords on'sys_user_role_contains'table cancause theRoleManagementListener.javato stall anupgrade





ServicePortal

PRB712274

KB0597772

Catalog UIpolicy actiondoes not runon-load inService Portalfor conditionson the checkbox variabletype

Catalog items with acheck box variabletype that used to showanother field via acatalog UI policy arenot working the sameon Service Portal. Forexample, a catalog itemhas the following:

• Field A (check box)• Field B (Single Line

Text)

On load, Field B ishidden. It only appearsafter Field A is set totrue (selected). Thisworks correctly withinthe Service Catalog. Onthe Service Portal. theaction within the CatalogUI policy only runs whenselecting and clearingField A.


ChangeManagement

PRB713865

"Affected CI's"related liston Incidentform triggers awarning on thelogs

For a base systemwith the related listCIs Affected [task_ci]added to the IncidentForm, each time theincident is loaded andthere is a CI on thelist of Affected CIs,the following warningmessage appears in thelogs:

"WARNING ***WARNING *** *** Script[ChangeProposed]: [init]Unknown parameterpassed in: [objectGlideRecord]"

1. Open an incident form record.

2. Add the Affected CIs related list to theform.

3. Add a CI.

4. Save the record and copy the URL.

5. Navigate to System Logs > Utilities> Node Log File Tailer.

6. Open a new tab, paste the URL thatyou copied in step 4, and open theURL.

7. Navigate to the Node log file tailer.

In the logs, the following error messageappears:

*** Script [ChangeProposed]: [init]Unknown parameter passed in: [objectGlideRecord]






Reporting

PRB714172

Whenaccessingsys_report_drill.do?SCHEMA,it causes aNullPointerExceptionfrom the ACL

The report drill downACLs do not make surethat the report existsbefore trying to get theroot report. This causesa NullPointerException.

Email

PRB714383

Turningnotificationpreferences onand off for non-primary deviceson mandatorynotificationsmakes thempermanently onfor that device

After unsubscribing froma notification, userscontinue to receivethem.

Discovery

PRB718623

Windowscredentialswith specialcharacters donot work whenused by newPowerShellimplementation(affects testcredential andWinRM)

The new PowerShellAPI, which is usedby WinRM and testcredential, doesnot correctly handleWindows credentialswhere there is aPowerShell-specificspecial character suchas "$" in the usernameor password. This willcause authenticationfailures with targets eventhough the credentialsare correctly defined.

1. Create a Windows credential for anassociated device that has a specialcharacter such as "$" as part of thepassword.

2. Run test credential against the device.

Notice the credential test fails, eventhough this is the correct credential. Aspart of verifying the credential is correct,running a normal quick discovery on thetarget (as long as WMI is being usedand not WinRM). This should result in asuccessful authentication and discoveryof the device, and there should be an IPaffinity created with the credential thatfailed the test in step 2.

SecurityAccessControlLists

PRB902940

On Express, clean demodata generates a largenumber of ACLs

These ACLs have 'express_security' setto 'false', so they do not affect Expresscustomers. However, after a user convertsto Enterprise, these ACLs affect users.





ChangeManagementRiskAssessment

PRB723003

KB0621455

Change RiskAssessmentpopup onsubmit is notbeing savedcorrectly

This issue can only bereproduced in Windows7 (32 bit) and Chrome54.

When a change's riskassessment is filled inand submitted, and theuser views the recordin the Risk Assessmentrelated list, there is noCompleted by or datestored. When a usertries to execute RiskAssessment, it errors outwith a message sayingthe Risk Assessmentmust be completed.

The Istanbul Patch1 fix for PRB723003also includes a fix forPRB726440.

Prerequisites

• Ensure you are using a 32 bit Windows7 VM:

• Download Windows 7 and install as32bit on VMware fusion here.

Steps to reproduce

In a Geneva instance:

1. Install the 'Change Management -Risk Assessment' plugin with demodata.

2. Set the form to load related lists ondemand.

3. Create a Change record with categorySoftware and click Submit.

4. Click Fill Out Risk Assessment.

5. Fill in the survey and click Submit.

6. Load the related lists to see the RiskAssessment list.

See that the record is there; however,no "Completed by" or "Completeddate" is populated.

7. Click Execute Risk Assessment.

Note the message "A risk assessment isrequired..."

MIDServer

PRB744428

Users areseeing'org.slf4j.impl.StaticLoggerBinder'errors uponMID Serverstartup

When the MID Serverstarts up, errors appearin the wrapper log.

The following errors appear:

2016/12/21 18:56:25 | Overriding formatter to: com.glide.util.DefaultLogFormatter (for handler: java.util.logging.FileHandler)2016/12/21 18:56:39 | SLF4J: Failed to load class "org.slf4j.impl.StaticLoggerBinder".2016/12/21 18:56:39 | SLF4J: Defaulting to no-operation (NOP) logger implementation;

ServicePortal

PRB747324

Autosizefunctionalityis not workingfor form fields -TEXTAREA



https://developer.microsoft.com/en-us/microsoft-edge/tools/vms




Date andTime

PRB626390

User wasable to createcalendar recordwith conflictinghours, whichled to anArrayIndexOutOfBoundsExceptionand blockedalert processing

The user created acalendar record withconflicting hours. Thefirst record was Mondayfrom 00:00 to 23:59:59,and the secondrecord was Mondayfrom 12:00:00 to20:00:00. This led to anArrayIndexOutOfBoundsExceptionerror during theGlideCalendarload whenever theEventProcessor wouldrun. Deleting the recordrestored the eventprocessor.

HRServiceManagement

PRB706117

KB0598025

Whenupgrading,HR demo datadefaults arereactivatedand overwritecustomizations

If HR demo datais customized orcategories deactivatedin base system content,the content might revertto the base systemdefaults after upgrading.

1. Modify the base system content inone of the following categories, ordeactivate the data:

• HR Categories• Workday scheduled job• Surveys• HR Case and Task templates• Document templates• HR skills• Connect action• Chat queue• HR Portal preferences• HR groups


Note that the records have reverted backto the base system default data values.

ServerSideScripting

PRB753842

KB0621769

Very largefilter scriptsare compiledeven whencom.glide.script.filter.interpreted.mode= true, causingmetaspacememory issues








SurveyManagement

PRB671239

In Geneva,adding a largeamount ofquestions(100+) intothe SurveyDesignercauses theinstanceto sufferperformancedegradation

The system can becomeslow and unresponsive.

1. Navigate to Survey > SurveyDesigner.

2. Drag and drop multiple questions intothe UI tool.

After adding 100 or more questions, thesystem begins to experience performanceissues.


PRB935863

KB0622397

Memory leakmay preventAMB (chat,record watcher,etc.) messagesfrom beingsent whensession_message_queue_sizereachescapacity

In Istanbul, a memoryleak has beendiscovered that preventsthe AMB sessionmessage queue frombeing flushed correctly.



PRB933046

When a Projectis created froma Demand,customizedcode should setthe demand asthe parent ofthe project

1. Customize the script include'DemandToProjectCreationHelper' toadd demand as a parent of project,just before inserting the demandrecord.

2. Then, create a Demand.

3. On the demand, select CreateProject.

4. Check the project record that iscreated.

The parent is pointing to the demand,which breaks the engine.

All Other Fixes

To view a list of all other PRBs fixed in Jakarta, refer to All other Jakarta fixes on page 362.

Other Jakarta information

• Upgrade duration is significantly reduced for in-family Jakarta upgrades as a result of upgrade engineoptimizations. See System upgrades release notes on page 27 for details.

• Before upgrading to Jakarta, review the Upgrade and migration tasks by application or feature on page435.




• Changes to plugins in the Jakarta release on page 460 lists new plugins in the Jakarta release andexisting plugins that were deprecated, renamed, or changed in some way.

All other Jakarta fixes

The Jakarta release contains fixes to these problems.

Jakarta was released on June 15, 2017. Build date: 05-31-2017_2011





All other Jakarta fixes

Problem category Number Short description

AgileDevelopment

PRB585798 UI action 'Create story' introduced in Calgary does not workon rm_enhancement if there is no related or embedded list

AgileDevelopment

PRB654355 Calculation on daily total points leads to incorrect spike inburndown charts

AgileDevelopment

PRB727491 Story "Convert into epic" UI action generates a work notemessage with an unmatched trailing parentheses

AgileDevelopment

PRB628460 Column headers are not aligned with the data on the rankwindow of stories

Approvals PRB868619 Approval history journal entries do not reflect the correctcreated timestamp

Approvals PRB819800 getValue and getDisplayValue should not result in theevaluation of workflow pathing for the stage rendering

Approvals PRB671426 One of the lines in the Reject UI action does not dealproperly with the Japanese message

Approvals PRB742265 Empty values of the variable's lookup label is gettingdisplayed as 'null' in approval summarizer formatter

Approvals PRB935869 Performance issue with approving a change request - it takesa long time to approve a linear function of # of Approvers onthe change

Approvals PRB662854 Querying for existing approvals on task inserts/updates isslow and sometimes unnecessary

Archiving PRB679057 Archiving tables with long names cause truncates thearchived table name

Archiving PRB913668 Restored record points to archive table instead of originaltable






Archiving PRB657362 Reference field loses reference if the referenced record isarchived.

Assessments PRB760266 Assessment > Administration > Bubble chart is not workingas expected

AssetManagement

PRB703801 When setting Retired state and --None-- substate on Assetrecord, CI it is not synchronizing the Status / Substatusvalue.

AssetManagement

PRB677286 Modifying form sections in one product model (i.e.cmdb_software_product_model) also affects other modelform sections

AssetManagement

PRB760360 Assets substatus from a source request transfer order do notstay as reserved

AssetManagement

PRB910654 Fix scripts to enable SAM transform maps do not work if theSAM is installed before SCCM

AsynchronousMessage Bus

PRB709024 Multiple threads building AMB processor cache lead toduplicate registrations with Bayeux server.

Audit History PRB716857 Calendar view of a record history does not respect ACL onthe sys_email table. All emails are always visible.

AuditManagement

PRB753395 When adding profiles to an engagement, the popup'spagination is broken

Authentication PRB654728 Patching or update results in SAML2 installation exitactivation, even though MultiSSO is active

Authentication PRB724071 Business rule "MultiSSO - Activated second IDP" throws awarning

Authentication PRB649671 Digest authentication is not functioning as expected via theMulti-SSO configuration

Authentication PRB900799 Looping occurs during SAML login

Authentication PRB819407 Demo Data for SSO is loaded with an expired certificate fromSSO Circle( SAML 2.0 ) Certificate

Authentication PRB712179 Service Portal with SSO enabled redirects to nav_to.do?uri=/sp

Authentication PRB811786 When users work with LDAP configuration and update thescheduled load settings for OUs, the "Test & Save" button isnot always activate even if they have modified some values(e.g. changing it from every 5 to ever 10 hours).

Authentication -SSO

PRB801361 Issue with SSO authentication post-Istanbul upgrade forMultiSSO update set.

Authentication -SSO

PRB812097 When a user logs out of the instance, 'not_allowed.do'appears

Automated TestFramework

PRB712630 Duration(days and hours) for the repeat field cannot be set


PRB803670 Jasmine test suite result only reflects the last spec's result.





PRB833259 Set Field Values step configuration does not supportasynchronous updating fields


PRB821936 Copying the Record Query step configuration results in anew step configuration that cannot be rendered when addingthe Test Step to a test

ChangeManagement

PRB677478 Change so restricted fields do not show up in the field list ofChange Request values

ChangeManagement

PRB718578 std_chg_template_handler UI macro breaks CMSfunctionality

ChangeManagement

PRB719914 When creating a Standard Change from an incident, theparent field on the change request does not inherit theincident number

ChangeManagement

PRB900298 When using the Copy Change feature of change request,date time fields are shifted by the difference between systemtime and the users local time

ChangeManagement

PRB733903 "Request Approval" UI action on Insert does not work onchange_request

ChangeManagement

PRB714933 UI action sets the 'State' field incorrectly on the new changeform

ChangeManagement

PRB709972 Propose changes and add button on task_ci table are notcompatible with List v3 and needs to be corrected

ChangeManagement

PRB818314 CAB Workbench: CAB Workbench form widget runs into JSerrors if for some reason getForm() returns no data

ChangeManagement

PRB718562 Some base system record producers have a read-onlyprotection policy that prevents them from being renamed

ChangeManagement

PRB711477 The 'Statistics' tab for a standard change template does notwork. It says "0" even if there are plenty of changes visible inthe 'Changes' tab.

ChangeManagement

PRB748068 When closing a change, the work_end field is populated withthe current date/time which overwrites the user defined date/time.

ChangeManagement

PRB833134 Orphaned Change Tasks are created when using 'CopyChange' on a Change Request with Change Tasks

ChangeManagement

PRB716162 CAB Workbench dependencies load on all Service Portalpages

ChangeManagement

PRB711089 Issue with progression of approval coordinator activity whenapproval user activity has approval records as no longerrequired

ChangeManagement

PRB881565 "Create Standard Change" UI action for "ChangeManagement - Standard Change Catalog plugin "referencessc_catalog instead of sc_catalogs

ChangeManagement

PRB722939 On a change request, the related list of emergency changesis not visible after upgrading




ChangeManagement

PRB726541 "Execute operation on script include 'SysRelatedList' fromscope 'Change Management - CAB Workbench' was denied"error is displayed on a CAB record when List v3 is enabled

ChangeManagement

PRB704660 The 'Notify Change Calendar Remove' is not triggered

ChangeManagement

PRB879366 getTotalNumberOfItems function in AssociateCIToTask scriptinclude fetches all rows just to get count

ChangeManagement

PRB886147 List field in Standard Change Properties will not end up as alist on the standard change proposal form that the producercreates

ChangeManagement

PRB824281 In standard change proposals, there are errors whensubmitting and some demo data is duplicated

ChangeManagementConflict Detector

PRB865345 Pop up window for mandatory fields shows after the form hasloaded.

Chat PRB890629 Configuring roles in connect.roles system property preventsusers without the role from initiating Connect Support chats

Chat PRB760910 "... has left the support session" is not accessible for screenreaders,

Chat PRB717038 Group avatars do not change when updated with a differentimage and the conversation list does not reflect the correctavatars.

Chat PRB715128 '$chat_support.do' breaks out of frame in Helsinki

Chat PRB717327 Using Legacy Chat in Helsinki, the chat client user does notsee responses until the chat window is reopened

Chat PRB721313 Connect lacks support for cross-domain conversations,leading to poor behavior in MSP instances

Chat PRB712490 Console error when creating a chat with another user

Chat PRB733486 User presence fails to update watch list when user first or lastname contains a comma ","

Chat PRB718493 Using 'Chat Live with Support' on the iOS mobile app causesuser messages to be erased as they type

Chat PRB692435 When Connect is on, UI16 does not change the browser titleto reflect the page

Chat PRB915079 When trying to create a new chat conversation on IE, the listof users is not displayed


PRB760095 cmdb_ci_vmware_nic table is missing after activatingDiscovery, and cmdb_ci_virtual_nic exists instead


PRB714527 getOldestSnapshot for AWS returns the wrong snapshot ID





PRB734700 AWS - Discovery creates duplicate records in auto-scalinggroup launch configuration table


PRB898073 Cloud User Portal - Workflow stages issue


PRB830489 Tax has not been properly calculated during data rollup, asa result AWS Cost report does not match billing report fromAWS


PRB733826 Change request work flow is not getting triggered for AzureResource Group that are under change conditions, whenordering from the service catalog


PRB859533 VM instances have empty names and states from AWSconfiguration events


PRB880353 Issue with VPC security group in AWS configuration


PRB749455 Azure daily billing downloads results are missing some data,especially at the end of the month


PRB724529 Azure discovery creates duplicate records in the Azureresource table


PRB734602 Azure discovery failed to create new storage account record


PRB663054 AWS Discovery fails to discover images in US regions


PRB826911 AWS Discovery: Subnet Discovery is broken


PRB715841 Not able to use req_item.variables in the condition builder


PRB711701 Run script activity "Determine node management variables"does not work as expected

ConfigurationManagement

PRB758410 Log warnings are caused by Business rule: 'Cloud andConfig auto cancel change'


PRB811532 Refresh does not work for CMDB dashboard





PRB691791 Users receive "Can't find TimeLine Checkpoint <sys_id>"exception - broken references to previous checkpoints


PRB717738 'CMDB Health Dashboard - Correctness' is not gettingupdated


PRB715444 The OOB suggested relationships for racks and computerrooms appear to be backwards. A rack should bedownstream from server since the server depends on therack, but the OOB suggested relationship has the serverupstream from the rack.


PRB719770 Incorrect values for metric scores and total processed CIs


PRB748483 Improve error logging messages for identification engine


PRB820982 CMDB/PA dashboard not accessible to ITIL, asset role


PRB724415 If new CI Relations are used, changes in new relationshipeditor are captured as sys_audit but not in history_set


PRB714962 Old version CMDB sys_choice unloads are overwritingcustomer updates


PRB702502 Error Log message (getEditLink)


PRB712669 If a record contains the CI Relations formatter, the printer-friendly version page is misaligned


PRB713909 Clicking on any of the graphs from completeness andcompliance pages gives a blank page





PRB714575 All CMDB angular page have issue on IE compatibility view


PRB726125 CMDB Dashboard Staleness processor taking too long


PRB733334 If a CI/users relation type and a CI/groups relation type havesame "Parent descriptor", the suggested relationships filterdoes not work properly in relationship editor

ContentManagementSystem (CMS)

PRB626950 Calendar widget in CMS is cut off in Fuji & Eureka

ContextualSearch

PRB679442 Using the "OR" in contextual search generates parser errorsin the log

ContextualSearch

PRB680811 Setting dot-walked fields in glide.knowman.attach.fieldsproperty does not work

ContextualSearch

PRB725034 Contextual search fails

ContextualSearch

PRB711115 while previewing from contextual search in IE, KB article with'Attachment Link' set gets stuck

ContextualSearch

PRB667860 Contextual search is not resizing in record producers

ContextualSearch

PRB730502 Some gaps (blank spaces) are shown in place of thecontextual search results in the record producer. It happenswhen there is a variable with a higher position order in theform.

ContextualSearch

PRB744659 Cannot add a search field under any table configuration ifhigh security is disabled or the strict actions property is set tofalse

Core Platform PRB754944 Instance is unavailable after a calculated list of users isadded to the user table

Core Platform PRB899890 HR profile causes stuck default semaphores when locationshave themselves as their parent

Core Platform PRB753517 GlideWrapFactory is using the wrong scope

Core Platform PRB884011 Export fails when filter contains duplicate Tag

Core Platform PRB899686 A group can be its own parent, leading to infinite recursion

Core Platform PRB830071 Excessively large number of conditions cause Javascriptcompilation exception

Core Platform PRB913389 List field and slushbucket do not retain language translations




Core Platform PRB840675 Unable to successfully revise CTI Processor solution forIstanbul by following KB0620953

Core Platform PRB963801 glide_list fields made from choice entries instead ofreferenced records expose choice cache race condition

Core Platform PRB711549 Business rule puts unscoped sys_user_preference recordsinto scoped update sets

Core Platform PRB649315 Exception handlers should not swallow transactioncancellation exception.

Currency PRB713703 Expense line related list calculation not working

Currency PRB758500 Converting from calculated price to multiple price in a catalogitem price creates FX price record with no currency codedisplayed

Currency PRB759808 Record watcher reports incorrect update on currency fields

Currency PRB808372 Record watcher reports incorrect update on currency fields

Currency PRB753671 Currency without fx_rate entry causes error 'Invalid currency,or currency table not populated'. It should say "entry onfx_rate table is required"


PRB820059 When selecting change layout in any overview screen onany of the incident/problem/change module, there is a blanklayout present.


PRB672966 Stages are not appearing correctly on list view


PRB711278 Link to Notification preferences is missing in CSM portalprofile


PRB725014 Users cannot add fields to Activity Formatter on case form


PRB833066 Issues with sys_user.user_name 'create' ACL, which is partof the Customer Service plugin


PRB707317 "Accepted Solution" or "Rejected Solution" shows up multipletimes on the page.


PRB748503 Activating Customer Service plugin results in the contractrecord having a default scope of Customer Service instead ofglobal


PRB944837 Clicking 'Find Agent' and 'Save' on newsn_customerservice_case records throws an error message,and a new record with only assigned_to field populated iscreated





PRB702769 Timeline renders incorrectly when moved from Case formsection


PRB714981 Fix CSM app to use right snc_internal sys_id in updated xmlfiles


PRB718629 "Create Case" record producer shows "HiddenField" onservice portal


PRB718361 Editing System Properties > UI Properties requires you toswitch scopes twice with Customer Service plugin installed


PRB954662 Account and contact info intermittently load slowly on newcase CSM form


PRB754346 Unable to modify scoped dictionary overrides for CustomerService app when the base table is not owned by the app

Data Certification PRB702064 CertificationTaskScript.processCheckedElements functionmakes a call to GlideAjax.getXMLWait()

Data Certification PRB744168 Slow performance with Data Certification

Data Certification PRB899453 Updating the related list on a data certification task does notupdate the related record

Date and Time PRB652152 'Opened At' is set to a time later than the 'Created On' duringthe hour switchover of DST


PRB706737 "Configure" menu item is missing for delegated developerwhich makes it hard for a DD to get to business rules, ACLs,UI actions, etc. for a particular table

DemandManagement

PRB713702 Demand Workbench - List refresh does not work correctly if"Show - xx rows per page" is changed

DemandManagement

PRB854137 Cost Plan breakdowns are not calculated correctly and costsare not rolled-up on the related demand

DemandManagement

PRB731717 Decision records (dmn_decision) have only the Rejectedstate configured as a close state.

DemandManagement

PRB820913 Client Script "Disable or Hide Teamwork area " is causing aclient JS error when loading the idea.do form on Istanbul

DemandManagement

PRB736538 OOB labor costs script has an incorrect value

DependencyViews (BSMMap)

PRB757036 Expand cluster node does not work


PRB888410 Exported image has a grey background instead of white





PRB752732 Nodes are not grouped in Dependency Views


PRB760954 The Role - dependency_views (which is supposed to haveminimal privileges), is able to modify map menu actions(ngbsm_context_menu)

DesignExperienceOrganization

PRB744034 Issue with alignment of fields on a form on Metric Attributesand Default Metric Attributes table

Discovery PRB749890 Discovery on Linux creates file system relationship withparent='undefined' for multi-path devices

Discovery PRB679070 MID Server JSON.parse() causes exception when called withJava string

Discovery PRB719239 disk_space fields are being updated unnecessarily andcausing many additional sys_audit records to be created

Discovery PRB668393 CIM discovery issue on HP 3PAR storage servers

Discovery PRB741269 Layer 2 Discovery not working as expected - issue with notcreating Device Neighbor records because "cdpCacheEntry"values not matching to "ifEntry" values.

Discovery PRB680733 Recursive relationship "DistributedBy::Distributes" canbe created between services and computers in F5 loadbalancers

Discovery PRB722267 Incorrect and missing object IDs interfere with UCSDiscovery

Discovery PRB758339 SNMP - If a 'SNMP - Routing' record is missing someipCidrRoute or ipRoute fields, NullPointerException errorsoccur

Discovery PRB715487 SMI - Storage Server probe can produce out-of-memory error

Discovery PRB718089 Default view for these CI classes ("dscy_swtch_fwd_rule","dscy_switchport" and "dscy_swtch_partition") showsnonsensical data

Discovery PRB667110 SNMP probe command times out

Discovery PRB900954 Fibre Channel Target Port wwpn and wwnn values areswapped when stored.

Discovery PRB715059 Lookup of credentials by IP address in CyberArk fails if the IPaddress is a substring of another IP address

Discovery PRB718782 Memory issues when processing load balancer explorationsensors with large payloads (SNMP - Netscaler - System andSNMP - F5 BIG-IP - System)

Discovery PRB583965 Unparseable date: "Saturday, April 20, 2013 1:38:08 AMCDT" warning on Unix uptime probe under Solaris

Discovery PRB642152 For large discoveries, the logs are filled with errors such as"No discovery source passed to ObjectSource"




Discovery PRB713809 When MID Server uses WMI for Discovery instead of the"Windows - Installed Software" PowerShell probe, Discoverydoes not return the correct data on installed software

Discovery PRB900884 MID Server upgrade fails because it is unable to delete a .dllfile

Discovery PRB825155 'schema' parameter is not respected by new SMI probes

Discovery PRB715697 Additional check for DiscoverySolarisStorageSensorto handle iostat results with no "data.Size" nor"portInfo.serial_number" ( 'DiscoverySolarisStorageSensor'script include at line 61)

Discovery PRB676611 SNMP GETBULK requests might not return results fromsome devices

Discovery PRB717683 Discovery of storage on Linux fails and displays the errormessage 'Linux - Storage: TypeError: Cannot read property"data" from null'

Discovery PRB858519 Linux Device Nodes associated with MPIO device containingFibre Channel Disks are being reported as SCSI disks(FCTarget ports mapped to MPIO devices are not reportedby script run on target Linux host).

Discovery PRB761971 Disks in multipath pool (MPIO) are discovered separatelywhich does not reflect the correct disk space of a server

Discovery PRB732419 Usage of backtick in nginx probe parameter is causing errorsin some shells

Discovery PRB686788 Windows - MSSQL probe fails with 'Unexpected token' errordue to incorrectly created MSSQL instance name

Discovery PRB709724 Network adapter information is not populated for Mac OS X

Discovery PRB711405 VMware credentials interceptor missing on Upgrades

Discovery PRB714435 Session pool fails to unblock borrows when returning failedconnections

Discovery PRB742563 New identifier rule on cmdb_ci_computer does not do anexact count match on serial number

Discovery PRB734008 Issue with how Discovery is picking up MSFT SQL instanceson clustered SQL servers

Discovery PRB690937 Discovering new network adapters does not set IP addressesto 'Absent'

Discovery PRB758669 Unexpected behavior for Cisco UCS Discovery

Discovery PRB730436 Discovery populates incorrect MAC addresses for AIXservers (AIX - Network sensor)

Discovery PRB832300 Load balancer discovery not setting status of non-existentservices, pools, and the like to Absent

Domain Support PRB756920 Table upgrades and the domain hierarchy validation jobinvoking domain path validation on large tables causedatabase performance issues




Domain Support PRB716985 Domain select & Reference picker shows inactive domains

Domain Support PRB648491 Label of domain reference picker shows up for a user with noroles

Domain Support PRB817692 'Domain - Cascade Domain - Task' business rule causesslow SQL

Domain Support PRB698591 Transform of domain records after import is delayed if the runbusiness rule is set to true

Domain Support PRB754618 Domain validator notification is not respecting daylightsavings

Domain Support PRB855867 Domains: DWR GenerateOperation is not creating UPDATEDWR for tables which have sys_overrides column

Edge Encryption PRB717547 Edge Encryption mass encryption job fails on fields with longcolumn names

Edge Encryption PRB667577 Edge Encryption proxy does not support 'http://' requests thatare redirected to 'https://'

Edge Encryption PRB711423 Having two different record producers that both haveencryption rules results in conflicts during encryption

Edge Encryption PRB711596 Edge Encryption does not support certificate authenticationfor SafeNet

Edge Encryption PRB713719 Edge Encryption should better handle the case of invalidtable names

Edge Encryption PRB716526 List view of large tables (11M+ records) via proxy results in504 gateway timeout error

Email PRB713084 Adding excessive number of recipients in email client canprevent email from being sent successfully

Email PRB860963 When an unregistered user sends an email to instance,inbound email incorrectly will be classified as 'new' when nowatermark or In-Reply-To header, but a subject line startingwith a recognized reply prefix and a valid existing recordnumber

Email PRB743945 Subscription (sys_notif_subscription) changes are beingtracked in update sets as of Helsinki

Email PRB732246 Receive-type is set to 'new' when email filter triggered eventhough classification should be reply or forward.

Email PRB718569 Notification preferences does not load in Firefox

Email PRB705054 If a user is added as a BCC recipient multiple times in anotification and recipient chunking is triggered, the user willreceive duplicate emails

Email PRB742904 Instance performance reading emails with large attachmentsfrom IMAP server is slow

Email PRB723473 Notification template v1 does not perform substitution of${NOTIF_UNSUB} in a layout




Email PRB675707 Customer headers in outgoing SMS notifications areexcluded

Email PRB689954 The device names on the notification preferences page areoverlapping in text value in Helsinki

Email PRB706598 Reply emails without a watermark that have a non-unique ormulti-word display field will be classified as 'new'

Email PRB645083 Inbound Email Action unable to transfer attachments totarget record due to calculated field on target table accessinggetJournalEntry

Email PRB652059 Force Delivery on a notification does not deliver to inactivedevice

Email PRB698391 Having a slow connection to an SMTP account + email clienttemplate makes Email Composer/Client come up slowly.

Email PRB719136 Notification option "Exclude delegates" exclude directlyincluded users

Email PRB714069 syslog_transaction is not found for AjaxClientTiming: sysId: ,table: , view: Default view, form: email_client_template

Email PRB716858 Testing the function GlideEmailOutbound on ascoped application fails with Java constructor for'com.glide.notification.outbound.ScopedEmailOutbound' witharguments '' not found

Email PRB713717 When guest user is locked out or inactive, emails that areunprocessed have a type of received instead of received-ignored

Email PRB910614 Events inserted in event queue are case-sensitive, which canimpair notifications

Email PRB747705 The sysapproval reference does not exist when assigningapprovers via the 'Approval field'. However, the sysapprovalvalue (sys_id) does exist.

Embedded Help PRB717550 Embedded Help requests are not cached

EventManagement

PRB714234 Threshold performance issues

EventManagement

PRB717378 When alert group filter has a condition with reference fieldand operator that is not 'is' or 'is not', the dashboard bottompanel displays all alerts.

EventManagement

PRB754138 Error occurs while trying to update impact rule

EventManagement

PRB715787 MID Server users can send events, but they do not havepermission to the time zone processor

EventManagement

PRB742365 Incident creation business rule race condition is affectingAlert Rule execution

EventManagement

PRB711443 Alert rule causes incidents to be created for closed alerts




EventManagement

PRB712161 Domain separation - Create incident job changes the domainID and does not return it to original

EventManagement

PRB738638 SolarWinds - on first collection cycle should retrieve eventsfrom last 7 days only (max 3000 events)

EventManagement

PRB877957 OOM on impact calculation of many services (e.g. 3000)

EventManagement

PRB724612 When drilling down from EM dashboard, service mapdisplays slowly

EventManagement

PRB713541 Error on log when only mapping plugin is activated (No EM)

EventManagement

PRB736795 When bi-directional is defined with an alert rule thatautomatically acknowledges the alert and creates anincident, the incident id can not be updated on the SCOMside

EventManagement

PRB759285 Connector MID List does not work as expected

EventManagement

PRB730500 SCOM connector should retrieve the owner field from SCOMalert

EventManagement

PRB741357 In Helsinki, reactivating the plugin "Event management"creates blank sys_db_object record

EventManagement

PRB727013 Event with blanks in 'type' field fails to be processed

Facilities ServiceManagement

PRB715989 facilities_admin role contains invalid role reference toplan_maint_admin (9af6749deb303100eae001e64206fe16)after activating facilities service management


PRB719160 Customizations to the groups: "Facilities Dispatchers" and"Facilities Assignment Group" are overridden on upgrade


PRB911529 Clicking on the search result in the "Found In" in facilitiescatalog of Service Management gives error.


PRB734023 Assigned vendor on Facilities Management Templates doesnot show results after choosing the assignment group


PRB742558 After upgrading from Fuji to Helsinki, Facilities ServiceManagement demo records are added

FieldNormalization

PRB716358 Customizing normalized mapping is not supported in thenormalized data services plugin

Field ServiceManagement

PRB718961 When navigating back to a homepage that contains thedispatch map after drilling into a record from the homepage,all you can see is the dispatch map


PRB884824 On Android, Galaxy S6 Android 6.0.1, users are not able to"Start Travel" or "Start Work" from the work order task


PRB802726 Central Dispatch is very slow





PRB901344 Dispatch map group filter is incomplete, empty, or only shows"All" option. It does not return all valid dispatch groups.


PRB730588 When creating a work order and using the "auto assign" UIaction does not check if a user is Inactive


PRB732582 Field Service knowledge base is activated after upgrading toGP7HF9


PRB723562 Users with wm_qualifier role are not able to edit scheduledtimes on work order tasks, which are in the draft state


PRB725129 Estimated travel duration field on sm_task table is not set to1 hour by default per the documentation


PRB732877 Work order moves to Qualified state when not all work ordertasks have been qualified.

Filters PRB667716 Filter condition is hidden for async business rules

Filters PRB710911 'at or after' condition evaluates to the previous date thanspecified in the filter when used on a date field type

Filters PRB744029 For instances running Oracle DB, when'glide.secondary.query.sysid' is set to 'true', DB errors occurwhen filtering against tags

Finance ServiceManagement

PRB747302 Upon upgrade, Finance templates revert to OOB settings

FinancialManagement

PRB718147 The application calculated Total cost does not reflect thevalues added to unit cost.

FinancialManagement

PRB740887 Cost Transparency and Budget Console do not load if theuser date format is different from the server

FinancialManagement

PRB724689 Budget Variance page always displays values with $ symbol

FinancialManagement

PRB667992 View accounts in this bucket shows no results for certain splitvalues, like #N/A

FinancialManagement

PRB892002 When importing (itfm_ca_segment_map) the segmentcolumn is not populated for the (itfm_allocation_aggregate/itfm_allocation_breakdown) table.

FinancialManagement

PRB720085 'Budget cost' field does not roll up the cost after makingchanges under Project Budget (related list)

FinancialManagement

PRB733373 Levels of hierarchies cause the allocation setup to becomeout of order

FinancialManagement

PRB820552 When a user creates a portfolio budget plan for 445 and 13period fiscal calendars, an empty budget plan is created

Forms and Fields PRB901364 Response time bar is overlapping and shown at thebeginning in the configure form layout in the incident orproblem form

Forms and Fields PRB714929 Activity stream inputs have too much spacing on top whenexpended to show multiple inputs




Forms and Fields PRB668349 User would like to update field labels on their Okta plugin

Forms and Fields PRB723150 A Catalog Item with many List Collector variables generatesmany synchronous AJAX calls to the QueryParseAjaxprocessor, causing excessive variable editor render time

Forms and Fields PRB733558 Approval summarizer shows 'Hold SHIFT and move cursor...'message

Forms and Fields PRB633015 Unable to tab to or select text from read-only fields

Forms and Fields PRB760383 Fields marked as mandatory in the dictionary are notannounced as mandatory

Forms and Fields PRB902529 _123STREAMTEXT321_ shows up in emails sent frominstance

Forms Designer PRB646275 Properties dialog (gear) does not handle default valuesproperly

Forms Designer PRB728597 Form Designer renders Japanese language as HTML-encoded strings for UI formatters and does not translate thelabels

Forms Designer PRB732516 While making form level changes using "Form Design", thesection order for the change_request default view is incorrectwhen committing update set on the target instance.

Foundation PRB655283 Content site 'kb_knowledge' in CMS 'Service Management'contains invalid package calls

Governance,Risk andCompliance

PRB721128 General users lost read-only access to the CMDB BusinessServices, because a new ACL added as a product of turningon the GRC application that limits to sn_grc.manager role


PRB905229 UCF Configurations records do not load properly when'glide.ui.escape_text' is set to 'false'


PRB883833 GRC Profile Generation null table error stops remainingprofile generation


PRB805633 When attempting to close a demand in the non-productioninstance, it loops back to screening.


PRB722431 Manual indicators may error with 'GRC indicator nightly run'


PRB829840 Issue regarding the GRC Indicators: when users try to selecta "First Run Date" with the 1st of the month, it displays anerror

Guided Setup PRB831180 Delete list action is missing from list actions of subdomains

Guided Setup PRB753194 Express to Enterprise migrated customers cannot launchGuided Setup

HTML Editor PRB679587 UI action script field window does not show





PRB715538 hr_category_* Tables in the com.snc.hr.service_portal pluginis not tracked in Update Sets


PRB716194 When the Workday's Push feature is disabled in ServiceNow,it breaks the Termination Process and the inactive users willnot transform


PRB906215 Issue with looking up or populating reference fields


PRB678305 Date/Time Variable values will be updated after changingfields (record fields, not variable fields).


PRB734626 Bullet points and numbered lists are rendered in thegenerated PDF documents


PRB722072 The OOB business rule 'Add HR supervisors to watch list'causes issues for inbound email to create a HR case, whenthe sender is a VIP.


PRB762272 If sys_app_application is not parented to sys_metadata, V1 +V2 activation is going to mark all applications links as legacy


PRB716381 Record producers with names exceeding 40 characters(which are created via Manage HR Catalog page) createrecords with the 'Category' field blank


PRB717179 Workday field maps are lost upon an upgrade from Genevato Helsinki


PRB711713 HR category records (hr_category) are updated afterpatching from Helsinki Patch 2 to Helsinki Patch 3 (this issuealso exists on Geneva)


PRB714139 Case created from HR portal sorts variables by question andnot by order in description field


PRB725245 Russian characters inside <td> tag do not appear aftergenerating a PDF





PRB717173 On HR task template, the value in Description field neverpass on to HR task


PRB719415 Some OOB onLoad client scripts are causing slow responsetimes for HR application


PRB749133 HR core plugin is updating the "sla" field on the "hr_case"task records after the SLA engine updates the task SLArecords.


PRB890715 Assigned_to is not getting auto populated when the user isselected from Assignment_group.


PRB729220 hr_profile widget does not display contact information inFrench in Service Portal

Import / Export PRB635105 Import Set Deleter stops working if an import set record has anull import set table (table_name)

Import / Export PRB652496 The SFTP and SCP integrations depend on BouncyCastlelibrary, which is not always installed

Import / Export PRB662449 Transform map incorrectly pass empty values to tables as ajava string object containing the value 'NULL'

Import / Export PRB673928 Using Easy Import and doing an update with only SysId andone other field value entered fails after upload

Import / Export PRB713566 LDAP AuthenticationException errors are not captured insystem logs

Import / Export PRB748738 Easy import - cannot import file when in customer service( scoped application)

Import / Export PRB741220 Setting ignore=true in onStart script in one of Transform Mapis causing inconsistent behavior in the remaining transformmap execution

Import / Export PRB728849 Roles imported via spreadsheet are hidden and cannot bedeleted by admin

Import / Export PRB708904 Data imported from Oracle via JDBC data source cannotcreate attachment record with MID Server if the Oraclesource table has BLOB field

Import / Export PRB661741 Web Service Import Sets fails with NullPointerException if atable display field value is NULL

Import / Export PRB753746 Bad business rule on "sys_status" table can result in creationof unlimited LDAP worker threads which can cause instanceto be unresponsive




Import / Export PRB722971 Journal fields "Additional comments" and "Work notes"cannot be exported in report

Import / Export PRB678083 The 'Export Set' context menu displays error 'Fix the Actionscript by using GlideURL to set the location'

Import / Export PRB632390 The sys_update_version table grows excessively due toXML-based imports

Import / Export PRB660546 Import set table is missing values when doing an LDAPimport via MID server if the first row does not contain all theattributes specified in later rows

Import / Export PRB714445 LDAPListenTransform threads do not have timeoutmechanism to guard against bad transform script (infiniteloop)

Import / Export PRB577446 LDAP listener threads running in secondary datacenter caninduce OutOfMemory

Import / Export PRB630276 If an LDAP server had 2 OU Definitions with the same RDNvalues, if one is disabled, it is still possibly being used.

Import / Export PRB655847 Data source with URL encoded sysparm_query values failsto filter the results

Import / Export PRB669470 If a currency field of the data is ¥10,000,000 or more, thefield is not imported properly

Import / Export PRB591804 Usability problems with Operating System field whenpopulating the CMDB with data import (Excel template)

Import / Export PRB655301 Blank RDN fields on LDAP OU definitions are not handledgracefully

Incident AlertManagement

PRB892130 Activating Notify plugin adds a non-existent role(notifynow_admin) to the "ia_admin" role if Incident AlertManagement is active and Legacy Notify is not active.

IncidentManagement

PRB590917 incident_state is used in global business rule intended to begeneric for task extended tables

IncidentManagement

PRB714202 Transaction times out when a new incident is submitted witha CI selected and Major Incident checked

IncidentManagement

PRB854677 The incident.reopen_count field may not be present on oldinstances, but its referenced by the 'Reopen Count' businessrule.

IncidentManagement

PRB647048 Mobile: Location field is not populated automaticallyaccording to user location.

IncidentManagement

PRB659667 Show Related Incident icon always displays the default AlertTriangle icon

Integrations PRB578855 Import sets with multiple transforms only run the *first*transform against all records. Every later transform only runsagainst 10000 records.


PRB742212 The deleted task on the legal request template comes backafter updated.




KnowledgeManagement

PRB714959 knowledge_admin should be added to create and write ACLfor kb_keyword table

KnowledgeManagement

PRB673022 Output warning message occurs when opening the NewKnowledge Record form without admin role

KnowledgeManagement

PRB673983 Images must have <alt> so as to make them available toexternal applications like VoiceOver

KnowledgeManagement

PRB689282 Cannot control whether or not to display attachments with thesearch results

KnowledgeManagement

PRB690606 Knowledge search results articles cannot be clicked if thearticle number has any spaces

KnowledgeManagement

PRB691923 Scrolling does not work correctly in the 'Tags' tab of aknowledge base homepage or knowledge search results

KnowledgeManagement

PRB700081 Change in the IR_QUERY_SCORE from 'Integer' to 'Double'

KnowledgeManagement

PRB707431 When attaching a knowledge article to an incident, theuse_count field for the attached knowledge article does notincrement.

KnowledgeManagement

PRB742431 Activity log on kb_knowledge does not display anything bydefault (when initially added to the form)

KnowledgeManagement

PRB824105 Inaccessible custom buttons

KnowledgeManagement

PRB698979 In Knowledge V3, a table inside an article if aligned left orright, the "authored by" section gets misaligned

KnowledgeManagement

PRB711671 In Windows Edge browser, Knowledge v3 import button doesnot upload documents as expected for Geneva and Helsinki

KnowledgeManagement

PRB664666 Firefox - Only printing one page from multiple-page article

KnowledgeManagement

PRB713866 With Knowledge Management v3, knowledge view countincrements for articles with the attachment link broken

KnowledgeManagement

PRB754840 Favorite button is broken on Knowledge questions

KnowledgeManagement

PRB733122 Center and right aligned text formatting converts to leftaligned when importing word documents into Knowledge

KnowledgeManagement

PRB677471 Knowledge Management - Tags on extended tables are onlyvisible on Knowledge homepage if a kb_knowledge recordwith this tag exists

KnowledgeManagement

PRB719161 (empty) categories in Self-Service Knowledge are not betranslated to (vacío)

KnowledgeManagement

PRB712535 On the social Q&A page, some text is not translated

KnowledgeManagement

PRB687945 Users with knowledge_admin role do not have read/writeaccess to all knowledge bases




KnowledgeManagement

PRB670500 Table styling from imported doc file is stripped out whendocument is imported into Knowledge.When a documentis imported into Knowledge, the imported file loses its tablestyling. The table structure is still present and works asexpected, but its styli

KnowledgeManagement

PRB746462 Import issues with large Word docs: 'import completed witherror' 'Unknown error', and content is lost

KnowledgeManagement

PRB759183 Lists in UI page does not load if a 'sysparm_rollbased'parameter is passed in through the URL

KnowledgeManagement

PRB729960 Translated HTML fields are not set properly when instancelanguage is not 'en'

KnowledgeManagement

PRB679727 [Knowledge Category Picker] After a new category iscreated, it will not be selected unless users click out of thetext field

KnowledgeManagement

PRB718166 Creating a new KB article with Instant 'Publish Workflow'publishes article twice which causes issues

KnowledgeManagement

PRB708903 Empty categories do not show despite property'glide.knowman.show_only_populated' is set to false

KnowledgeManagement

PRB709846 Knowledge creation from incident fails and gives incorrectmessages when an end user closes the incident

KnowledgeManagement

PRB650366 'Could not load template' error in URL redirect of knowledgebase

KnowledgeManagement

PRB712435 Several KB articles where the author is blank populate theuser icon with the person logged in, which is confusing forusers.

KnowledgeManagement

PRB687334 Bullet number format is not retained after importing articleinto knowledge portal

KnowledgeManagement

PRB696065 'knowledge base' and 'category' fields on upload panel do notget pre-populated while users are browsing

KnowledgeManagement

PRB701381 When importing MS Word doc into Knowledge, someformatting is lost (color and center alignment)

KnowledgeManagement

PRB709817 Publish date is not displayed if a user logs in as non-English

KnowledgeManagement

PRB742586 Indentation of paragraph, numbered list, images, etc are lostwhen importing documents to KM

KnowledgeManagement

PRB729784 User gets file parsing error when uploading .docx worddocument on Knowledge Base. Alternative text breaks theimport function.

KnowledgeManagement

PRB673204 Within knowledge articles, the 'Last modified' field element IDis not unique in the DOM

KnowledgeManagement

PRB715953 Nested Knowledge category names are truncated in the'Filter by Type' list




KnowledgeManagement

PRB716861 When a large number of KB categories is present, openingthe KB homepage is slow

KnowledgeManagement

PRB717605 When there are multiple Affected Products on a published KBarticle, there is no space between them

KnowledgeManagement

PRB698373 Drag and drop to create favorites does not work fromKnowledge home page

KnowledgeManagement

PRB667848 KB header that has Attach to [Task] button is not availablefor certain users due to conditions in 'kb_view_common' UIMacro

KnowledgeManagement

PRB962869 Knowledge search text is no longer translatable/translated bydefault

KnowledgeManagement

PRB715609 Users with knowledge_manager role are not able to create/edit/delete KB categories.

KnowledgeManagement

PRB716366 Articles are being sorted alphabetically (rather thannumerically), meaning articles appear in the incorrect order

KnowledgeManagement

PRB717102 Question mark icon appears in mobile when the questionoption is disabled

KnowledgeManagement

PRB689521 Knowledge search result order property is not honored

KnowledgeManagement

PRB709014 In Knowledge V3, the page never finishes loading when auser enters two numbers or letters (or a combination of both)into the homepage search

KnowledgeManagement

PRB739307 glide.knowman.search_character_limit was set to 3, butsearch worked only when 4 or above characters wereentered

KnowledgeManagement

PRB829734 In Knowledge, the 'Copy permalink' link does not displayupon page load of a KB article

Language andTranslations

PRB713485 Open record button in activity stream is not translated


PRB674631 Unable to translate variables within scoped applications.


PRB712094 Global search groups tooltips do not show I18N translatedtext when hovering-over

Legal ServiceManagement

PRB710530 Customized legal group record is overridden on upgrade


PRB723178 Related lists are reverted back to OOB state(com.snc.legal_service_automation)


PRB711417 Fuji upgrade: Legal > Self-Service > Contract Review andManagement items are reset to OOB

Lists PRB709991 List v3 related list - If editing a field such that it does notmatch the filter for a related list, it does not show the updatewhen saved.

Lists PRB658998 Unable to perform a multiple update on a currency field




Lists PRB712586 Breadcrumb filter does not get truncated

Lists PRB585916 Portal view on gauges prevents user from setting gauge tothe default view

Lists PRB682242 In List v3, when the page is reloaded, no announcement ismade so screen reader users do not know anything reloadedor changed

Lists PRB737148 Accessibility - Activity stream flyout

Lists PRB806531 List Filter search button is no longer available for ESS usersin Istanbul

Lists PRB682239 In the filter widget, the clear all button appears before therun button, so it should be accessible in this order with thekeyboard

Lists PRB689794 Grouping UI makes it much harder to figure out the biggestgroups

Lists PRB680941 When tabbing through list page, unintended scrolling occursand hides the first row

Lists PRB682237 In List v3, the 'rows per page' drop-down menu is notaccessible

Lists PRB682236 Table sort direction is activated only by entering keypress,not by space bar

Lists PRB713097 v3 related list 'loading' message when multiple tabs are open

Live Feed PRB670678 Requests to /api/now/live_feed/conversations are slowif a user is a member of many conversations (caused bythousands of short "get" queries)

Live Feed PRB718120 service.restModel incorrectly routes requests to /api/now/live_feed/conversations

Live Feed PRB673917 Within the ServiceNow platform, the attach icon in 'AddComments' of a knowledge article does not have a roleassigned internally which prevents application accessibility

ManagedDocuments

PRB670236 Manage documents- Checking out a document and clickingon the 'back' button cause the document to download again.Customers are stuck in the document definition page

MarketingServiceManagement

PRB875951 After upgrade, Marketing custom states are deleted

MID Server PRB760534 If a MID Server is configured for ALL IP Ranges, IP rangesconfigured for exclusion are ignored

MID Server PRB675028 Inappropriately named MID files cannot be loaded

MID Server PRB756101 MID Server Script Files created outside the scripts directory/folder when using relative directory/path (..\) in script name

MID Server PRB876652 Multi-page payload support consumes a lot of memory on theMID Server




MID Server PRB671308 Using SFTP to import files specified by relative path oftenfails

MID Server PRB881451 MID Server dashboard homepage is not available in anupgraded instance from Eureka to Istanbul

MID Server PRB886536 AMB Client on the MID Server does not work in allenvironments; Need a way to revert to old MID Server pollingfrequency

MID Server PRB907405 After new install and verification, multiple errors are beingdisplayed in the agent log

MID Server PRB732291 MID file syncing of a scripts modifies the file contents

Mobile PRB820217 Android mobile app users - getDeviceType used in some UIactions for mobile returns "doctype"

Mobile PRB899880 phone_number_e164 field type should display call button onmobile devices

Mobile PRB717237 Service Catalog on mobile does not display any categories

Mobile PRB724087 List type fields with only choices, prevent the user fromviewing or creating a record in mobile UI

Mobile PRB717211 User unable to create new incident or change request onmobile interface for both Express and Enterprise

Mobile PRB721245 Setting the system property glide.ui.escape_all_script to trueand setting a mobile theme causes the mobile web UI to notrender

Mobile PRB739983 In mobile, users are unable to scroll in read-only text fields

Mobile PRB737729 Clicking on the attachment is broken for native apps (bothiOS and Android)

Mobile PRB755183 UI action 'New Mobile Module' does not copy fields to thenew form when selected from a scoped app module

Mobile PRB662464 In mobile, dot-walking using variables does not work

Mobile PRB836816 [Accessibility] - Language of content is not identified

NotifyNow PRB698612 When Status is "no answer", NotifyNow is supposed to setactive as false

NotifyNow PRB705213 Incorrect phone numbers are not added to the participantstable

On-callScheduling

PRB855277 If a group contains more than 35 active Rotas, the calendarview does not display the rosters

On-callScheduling

PRB745454 Tab focus should be limited to modal dialog when open andfocus should return to element that opened modal dialogwhen dialog closed

On-callScheduling

PRB718912 Rota column shows on the wrong side of the weeklyschedule when spanning overnight

On-callScheduling

PRB709434 On-call calendar group drop-down shows all groups




On-callScheduling

PRB627015 OnCallRemindersNG().getNumberOfDaysTillNextRotation()function returning incorrect number of days when it spans adaylight savings change

On-callScheduling

PRB658323 Schedule validation does not always consider excludedschedules

On-callScheduling

PRB910015 Reports do not display when using 'On-Call Scheduling >Schedule Report' with more than 20 groups selected

On-callScheduling

PRB738698 On-call scheduling calendars do not obeying sys_user_grouptable display field

On-callScheduling

PRB913812 During upgrade process, executing custom business rulesthat use API: "var rota = new OnCallRotation(current)" resultsin error

On-callScheduling

PRB888095 OnCallRotationJS.java needs to expose methodaddCurrentToNotified

On-callScheduling

PRB725443 Rotations without members are not displayed on the on-callcalendar

On-callScheduling

PRB741089 Calendar setname method renders HTML tags

On-callScheduling

PRB715370 Missing on-call API: who is currently on-call is not returned

On-callScheduling

PRB732272 Rota header is not properly rendered in calendar withinclude/exclude schedules

Open DatabaseConnectivity(ODBC)

PRB711960 Disk cache error: Field length:93238 exceeds maximum limitof 65535


PRB708941 Querying more than 4MB with ODBC driver creates tempfiles

Orchestration PRB745200 SQL statement field on Activity designer is truncating to 1000characters

Orchestration PRB721148 Infoblox API call to create DNS a record is failing

Orchestration PRB734797 JDBC activities fail to execute stored procedures in Oracledatabase. Besides, they do not support OUT and INOUTparameter modes.

Password ResetApplication

PRB668565 Password Reset Ctrl+Alt+Del add-on does not properly workwith the new Captcha in Geneva update 5


PRB730244 Quickly clicking the 'Forgot password?' link results in an errorshowing that Password Reset application is already running


PRB697445 In the pwd_process table 'User must resetpassword'(password_needs_reset) should be independent of'Auto-generate password' (auto_gen_password)


PRB880385 Password Reset Desktop Application: Some Frenchtranslations failed





PRB634057 Password Reset Client window in windows logon screen haswrong size, and users need to scroll down


PRB878676 Password Reset - Multiple duplicate users/credentials underthe 'More choices' list


PRB643528 Password Reset CTRL+ALT+DEL software install issue


PRB654665 Geneva ResetPwdAjaxProcessor makes incorrectassumption on sys_user.source being populated


PRB753917 num_enroll change in verification cause enrollment issues


PRB717719 Some of the modules in the Password Reset Application arenot translated in a different language completely, such asthe text 'QA Verification', 'SMS Verification', 'Personal Data -Confirm Email Address' and 'Processes'


PRB876692 Cut off loading dialog in $pwd_new page


PRB756588 When no one is logged into a device, Password Reset showsthe 'Other User' tile


PRB795781 Password Reset Automatic Enrollment does not workwhen Notify / Twilio is enabled; at verification it still asks forprovider, which is for SMS


PRB729454 The captcha label is not customizable on the desktopapplication


PRB719946 Minimum length requirement for security answers only worksfor admin users


PRB737563 Grammar in error message is incorrect(error message forreal time score in Performance Analytics).


PRB727006 Breakdown - Pivot scorecard widget fails to renderbreakdown labels and throws javascript error:[ngRepeat:dupes]


PRB715990 X-axis does not show the exact date of extraction of the data


PRB703788 ACLs do not run when querying score notes from detailedscorecard or widgets


PRB735999 List widgets scorecard indicator and detailed scorecard donot have colored scores when target is zero


PRB743923 PA Collection job with empty relative start and relative enddate


PRB759847 After the Performance Analytics plugin is activated, allsystem properties become read only if High Security Settingsare not active


PRB724659 Widgets do not follow element if the visualizations are'Speedometer' or 'Dial'





PRB725789 Running a PA collection job with a user that cannot beimpersonated will cause scores to be created in the globaldomain as user 'guest'


PRB726997 Records do not appear when the 'Records' tab is selected


PRB823060 Filter on 'New Indicator Wizard' does not allow dot-walkingwhen List v3 is not active


PRB683507 For a widget with aggregate weeks or months, specific datedrill-down from dashboard to detailed scorecard always goesto the latest score


PRB718182 Additional conditions for indicators do not work correctly intwo scenarios and impact data collection


PRB735043 Scoresheet aggregate scores are broken when the sum isgreater than 999,999


PRB689893 Issues with multiple and current score options of"Breakdown" widget


PRB711909 Warnings during collection of Performance Analytics"WARNING *** WARNING *** getGlideElement called forunknown field 'sys_domain_path' in table 'pa_job_log_rows' "


PRB714156 Real-time score is not calculated properly when querycontains 'Uber' OR


PRB737260 The PA Breakdowns widget breaks if the breakdown namecontains special characters


PRB712738 DataCollector should not useglide.memory.watcher.log_threads_threshold to kill the job


PRB713664 In Internet Explorer 11, parts of time series and breakdownwidgets do not render properly


PRB850442 Running a historical data collection (relative start = 60months) results in memory issues


PRB917832 PA dashboards not loading - NullPointerException error


PRB817617 After toggling forecast series, the message "no data todisplay" is shown


PRB712735 Heatmap does not work with Indicators whose Frequency isother then "Daily" - displays "No data to display"


PRB865358 Scoresheet table can update slowly, becausecom.snc.pa.scoresheet_edit_in_progress is set and removedafter every edit, and this will also flush the cache


PRB689606 Formula indicator: setting breakdown exclusions on all thecomponents of a formula will not be respected in the detailedscorecard breakdown selection


PRB891385 Time series widget with aggregation does not display trend ifit has only 2 points of data





PRB747760 On the Performance Analytics indicator wizard user interface,the jobs are listed ordered by description, rather than name.


PRB726345 Switching back and forth in a detailed scorecard compressesthe breakdown chart


PRB727040 Detailed scorecard/widget does not show the chart if thereare more than 1000 scores, or if the scores are far in the past


PRB718148 Reference Interactive Filter slows performance while havingmany records to retrieve for the drop-down list


PRB864882 Print all tabs is not printing all the widgets in the dashboard


PRB881264 During migration the db connections are not released and thedata collector can keep running in memory space

Persistence PRB734968 ESS user is unable to open incident form and gets theerror 'Syntax Error or Access Rule Violation detected bydatabase' (ORA-00932: inconsistent datatypes: expected -got CLOB)

Persistence PRB753399 Oracle JDBC buffer cache can consume large amounts ofmemory

Persistence PRB756253 When a task column is moved into the offrow storage, itbreaks certain database views that include tables that extendtasks

Persistence PRB673305 On-Premise Only > sys_user user ID field accentedcharacters are not considered unique (Unique Key violation)

Persistence PRB719141 The record watcher fails upon a predicate pair between<x>ISEMPTY and <x>ISNOTEMPTY

Persistence PRB745208 If the UI transaction quota kills a table modificationsubmission via sys_dictionary.do, the scenario exists werewe leave the fast lock in place and the tmp table. This willprevent further online alters.

Persistence PRB718448 GroupBy on double dot-walked fields does not work correctly

PlatformPerformance

PRB885076 Node-specific sys_status entries recorded on startup have an"UNKNOWN" node ID

PlatformPerformance

PRB945880 Clicking View Map on a Service Mapping Business Serviceform triggers cache flush and instance becomes unusable

PlatformPerformance

PRB705025 After upgrading to Helsinki, downloading attachments isslower than in Fuji

PlatformPerformance

PRB713689 Slow transaction for pm_project.do due to PmPlannedTask:All Tasks Query

PlatformPerformance

PRB825703 AMB Transaction throws exception

PlatformPerformance

PRB710461 Schedule duration computations can cause a CPU loop andOOM if start/end values are unintentionally far off in the pastor future




PlatformPerformance

PRB650039 'Stats.do' shows running jobs which are not running asconfirmed by reviewing 'threads.do'.

Platform Runtime PRB739334 Recursive scripting error - circular relationships are runningnodes out of memory

Platform Security PRB752083 Upon login, users are redirected to banner image/producticon instead of a homepage

Platform Security PRB731078 Role Management V2: No data displays in the 'Audit Roles >Granted by Group' related list on sys_user_group

Platform Security PRB651161 String containing "://" in any url for navpage.do will cause aredirect

Platform Security PRB632899 In Fuji, the Script for add_to_list for ACL always evaluates totrue

Platform Security PRB712129 Role inheritance behavior with nested roles in Fuji leads tothe loss of system roles.

Platform Security PRB904608 fix_sys_user_has_role fix script should not run duringupgrade

Platform Security PRB817351 In Lists and Reports, values from dot fields on a referencefield are repeated in empty rows

Platform Security PRB691031 For HR application, Scoped Admin - Error messages appearwhen navigating to a group that grants a scoped role

Platform Security PRB700770 RoleRecursiveTester script include runs into an infinite loop ifthere is an existing loop

Platform Security PRB684605 Role delegation functionality is broken when using the newrole management plugin if using more than 1 group

Platform Security PRB718580 Decryption of £ character

Platform Security PRB713505 Wrong inform message used in Role Management Handlercausing UI message not to be translated

Procurement PRB730207 Error in business rule "Update Asset Work Notes" onTransfer Order Line table creates new records in alm_assetwhen it should only update them

Procurement PRB732780 Low or out of memory triggered byprocurement_processor.do

Procurement PRB931634 Destination stockroom in add transfer order returns no valuesif glide.invalid_query.returns_no_rows is set to 'true'

ProjectManagement

PRB676446 Resource Plan Allocated State

ProjectManagement

PRB708985 When the Project template is used, attachments do not stayon the project task

ProjectManagement

PRB713902 Date calculations on related list "Project Tasks" are notfunctioning. Date calculations are not functioning whenaltering 'Planned start date', 'Planned end date' or 'Plannedduration' from the related list titled 'Project Tasks' ondmn_demand




ProjectManagement

PRB736303 Planning console issues in indent/delete tasks/pagination

ProjectManagement

PRB901722 Planning Board does not load the previously view release

ProjectManagement

PRB906741 Same number is shown in the form when Portfolioinformation is added (IE only)

ProjectManagement

PRB753112 Unable to use project template to set state to anything otherthan 'Pending' (-5).

ProjectManagement

PRB791541 Adding 'Additional Assignee List' (or any Glide List) to thePlanning Console displays the user sys_id instead of DisplayValue.

ProjectManagement

PRB729041 PMO Director Dashboard-Active projects count displays thecount of closed project

ProjectManagement

PRB716844 The selected baseline resets to no baseline on planningconsole list view after navigating back from viewing a record

ProjectManagement

PRB721813 Updating a Project record state to 'Work in Progress' is savedas two updates

ProjectManagement

PRB712967 Clicking on the 'Document' button on the Gantt chart pageredirects to an invalid resource

ProjectManagement

PRB879123 The planning console displays inactive choices on the statefield.

ProjectManagement

PRB811214 Planning console for custom sys_classes

ProjectManagement

PRB682203 Copy project inserts records into the copied project inrandom order

ProjectManagement

PRB718116 Project-related list on release form does not display 'Edit'button for use with it_project_manager role

ProjectManagement

PRB713408 Applying a copied template to a project record, which alreadyhas a value saved for calculation type, empties the fieldcalculation type.

ProjectManagement

PRB713554 Total resource and total estimated cost do not match up

ProjectManagement

PRB661813 Rolling up effort to a parent task does not check to see if theparent has any effort of its own

ProjectManagement

PRB714525 Adding or deleting project tasks in the Planning Console cancorrupt the WBS and wbs_order values

ProjectManagement

PRB909603 Project work bench does not encode scandic letters correctly

ProjectManagement

PRB759186 Updating percent complete in the planning console of sub-task is not updating percent complete in parent task

ProjectManagement

PRB726874 RP undefined error on new button for pm_program andpm_program_task records




ProjectManagement

PRB818202 Planning console breaks if the value for the property'glide.invalid_query.returns_no_rows' is set to true

ProjectManagement

PRB671592 'Copy Partial Project' does not copy values for 'Assignmentgroup' and 'Assigned to'

ProjectManagement

PRB680116 After instance upgrade, the related list 'Group Resource' ofproject reverts to the base system list layout configuration

ProjectManagement

PRB720354 Duplicate 'Expected Start' date fields on Demand tablerecords

ProjectManagement

PRB741219 rm_scrum_task record creates duplicate work notes inactivity stream when changing states

ProjectManagement

PRB621566 When enabling the project_management_v3 plugin, script topopulate the "Resourced effort" field reference to the tablethat is not present on the instance

ProjectManagement

PRB647442 Timeline visualization translation issue

ProjectManagement

PRB747979 Actual cost on Program is not deleted when the project isdeleted from the program.

ProjectManagement

PRB731676 In Portfolio Workbench during action Tick or Untick "Budget"checkbox the system sometimes returns an error "ContactSystem Administrator"

ProjectManagement

PRB827016 Planned End Date is not getting updated when changing theplanned start date if there is a Finish-to-Start predecessorand setting com.snc.project.allow_start_on_relations to true

ProjectManagement

PRB733468 On an upgraded instance to Istanbul, the project form showsincorrect number for resource plans

ProjectManagement

PRB606630 Printing Gantt chart is not possible and users have tobrowser print page by page

ProjectManagement

PRB712408 Planning Console - The green vertical line showing currentdate does not expand and grow when tasks are expanded

ProjectManagement

PRB713603 Under the Project management application, when changingthe planned start date the time is moved 1 hour ahead

ProjectManagement

PRB741140 'Create Sprints' UI action does not work on Oracle instances

ProjectManagement

PRB716372 Non-admin users cannot see data for Project Task Link(pm_project_task_link)

ProjectManagement

PRB665887 Field error message "The task start date cannot be earlierthan the project start date" is no longer displayed

ProjectManagement

PRB748409 Changing the planned duration of a project task doesnot trigger roll up to update its parent project percentagecomplete

ProjectManagement

PRB754483 Projects created from Demands with 'Requirements' aretreated as having children, which prevents users frommodifying the planned end date.




ProjectManagement

PRB761373 Project Template: Projects created via template is notshowing up in the slushbucket when trying to add project tothe portfolio.

ProjectManagement

PRB710090 Scroll focuses to the top when certain changes are made to atask via the planning console

ProjectManagement

PRB743947 Schedule calculation is incorrect if the schedule is set for 8.5hours

ProjectManagement

PRB733957 Planning Console: unexpected behavior when users dragtasks to the new start date.

Project PortfolioManagement

PRB720499 PPMFundManager script needs to be corrected


PRB898451 When demand is converted to a project, attachments ondemand should get copied to project


PRB828824 Dashboard reports query issues


PRB720842 When changing the portfolio budget with the UI ActionPortfolio Budget in the portfolio, the budget is storedincorrectly


PRB888296 Demand manager is not able to delete stakeholder


PRB725647 Timeline Visualization - Several cards are not sorted in timeorder


PRB822117 OOB *.* save_as_template ACL is deleted by timelinevisualization plugin


PRB720206 Field Styles not working on 'Cost' field on Status Report form


PRB741739 Removing a sub-project from a parent project does not resetthe 'Top task' value the child project


PRB826964 Inactive choices are activated on dmn_demand table afterupgrades

ReleaseManagement

PRB706675 Release Management Gantt Charts generate invalid URLwith page not found error or stays frozen in 'Loading' state

Reporting PRB683905 Issues with the legend on the homepage for reports inHebrew

Reporting PRB734745 ERROR: No response from the server Loading report... / mapreport. Map Report, using Drenthe Map in a map shows withan error

Reporting PRB744547 The daily trend aggregation option on report charts isbackwards compared to the other trend aggregations

Reporting PRB747427 report_group users cannot 'insert and stay' on a sharedreport, and the message 'report does not exists' pops up




Reporting PRB836556 System Admin unable to view reports on System Diagnosticsportal page and MID Server Status report on the MID ServerDashboard page

Reporting PRB715524 Element type "javascript:gs.daysAgoStart" error when usershave a query condition with specific attributes

Reporting PRB715796 Heatmap Report: drill down on dot walked field returns noresults when field is a Date field - however when timezone isGMT, the drill down works.

Reporting PRB682210 Bubble chart axes display values instead of labels fornegative values in a choice list

Reporting PRB690082 Translation missing for 'Number of records' for bubble chartreport

Reporting PRB719822 On the Report Designer, single score reports do not pass thereport source filter when drilling down to the default list

Reporting PRB707418 Grouping on a variable added as Add as an additionalGroupby does not work on List reports

Reporting PRB648661 Additional GroupBys with 'None' option do not use the colorpalette on the additional GroupBys

Reporting PRB924759 Drilldown to list is broken for Speedometer and Dial reporttypes when a table is used as the report source.

Reporting PRB722299 If a group report loses all of its users and groups, even theuser who created the report cannot see it

Reporting PRB652317 Bar chart colors do not reflect 'Chart Colors = use chartcolors' choice when setting 'Group by' to a dot-walked field

Reporting PRB714174 org.mozilla.javascript.EcmaError: "sysparm_owner" is notdefined.

Reporting PRB920986 "gs.beginningOfNExtWeek()" Typo in "Get Date FilterOptions for Date Filters" BR for 'Next Week' filter option

Reporting PRB748719 "Omit if no records" is not honored for Scheduled reportscreated on "Report Sources"

Reporting PRB756355 The language of the "Other" text in reporting is not always thecorrect language

Reporting PRB724617 The link to the list to help fixing the wrong data containssys_id's of cmdb_location and not incident sys_id's

Reporting PRB819944 Platform components in reporting UI do not have labels

Reporting PRB716393 Prefixes in variable names make selecting items from theReporting slushbucket difficult

Reporting PRB682181 'More' option while clicking the help icon(?) near Type fieldwhile creating a report is not visible in French

Reporting PRB716895 Related lists in exported PDF do not match the web indomain-separated instances




Reporting PRB697412 View not respected in list for pie, donut, or funnel report witha view defined

Reporting PRB718174 When using the MAP type, incorrect data and indexes canresult in performance issues

Reporting PRB718881 Multipivot is getting extra text in the top right of the screenunder certain conditions when publishing the report

Reporting PRB711159 When exporting a form/list that includes an image field/column, the image can overflow out of the PDF width if it hasa larger width than the PDF page

Reporting PRB713365 Stacking by variables can break the report

Reporting PRB748609 When a report is on a homepage and display grid is turnedon, the report takes the size of the grid and can potentially bevery large

Reporting PRB799484 The field name is not translated for the aggregated field onthe Y-axis of a chart, for other labels where field is printed,and aggregate function shown in non-translated short format,e.g. AVG

Reporting PRB716888 When adding a title to the single score, it does not sizeproperly on the canvas

Reporting PRB697145 Color Charts do not work when you specify chart colors

Reporting PRB859348 ESS user not able to view reports they have access to

Reporting PRB742622 Side content panel is displayed if dashboard URL is invokedwith (sysparm_editable=true) when user has only viewpermission for dashboard

Reporting PRB729948 When adding a date/time additional groupBy to reports, itgets itself on the additional stack, which throws an error

Reporting PRB715965 Additional GroupBy and stackBy field inconsistencies/issueswith chart color field in Report Designer

Reporting PRB716887 glide.ui.report_expand_header setting the value of this toanything other than public will break report builder for users

Reporting PRB711653 Reports home page does not grab focus when opened

Reporting PRB742213 Report with multiple dataset does not display data afterchanging date format OOTB

Reporting PRB710704 The description panel should properly reflect the status ofsharing a report

Reporting PRB711073 For map type reports where the set map is set to Michigan,display results are not included in the map

Reporting PRB879683 During upgrades, sys_report_map_source_mapping andsys_report_map are reset to their original values

Reporting PRB839486 Drill down views in reports do not inherit permissions from theparent report.




Reporting PRB674589 PDFReportPivot causes high node memory when exportingPDF with many rows (may include columns)

Reporting PRB711370 Some reports on "Date" field do not display records from"Today"

Reporting PRB741934 Changing language from English affects the monthly order inreports containing three data sets.

Reporting PRB754960 Report designer does not load in French

Reporting PRB759278 When sharing a dashboard with new users, email message isnot sent in email

ResourceManagement

PRB713516 Empty rows are shown in resource availability reports whenthere are more than 1000 data points

Scheduled JobProcessing

PRB732745 GlideSchedulerWorker occasionally throwsNullPointerException


PRB709043 ASYNC business rules on task with no condition can clogworker queues


PRB710171 Changing timezone of "Run as user" from any timezone withdaylights savings to GMT/UTC causes sysauto_* to run twice

Schedules PRB745251 Schedule entries for last weekdays of December are notappearing on schedule

Schedules PRB676922 [Timeline Pages] If one of the records fails the ACLauthorization, it stops showing the rest records

Schedules PRB734961 "ScheduleTimeSpan update" business rule does not check"All day" rule when inserting schedule entry

Security AccessControl Lists

PRB860372 Searching for incident tags fails because the ACL forincident.* is blocking access to sys_tags, even though theincident.sys_tags ACL is evaluated as 'true'

Security AccessControl Lists

PRB675500 ACL framework to auto-create "table.*" ACL if a new"table.field" ACL is created (only for the 'read' operation)

Security IncidentResponse

PRB888214 Upon upgrade, customized choices in the 'State' field on the'sn_si_request' table are overwritten


PRB945182 Upgrade resetting custom configuration on Security Incidentgroup and knowledgebase


PRB887711 Property 'The security application is unlocked for admin toaccess' [sn_si.unlocked] listed twice in Security IncidentResponse Properties page after upgrade to Istanbul


PRB747783 Opening a security incident template from a list takes longerthan 1000 seconds


PRB818882 current.deleteRecord() will cascade delete all references toNULL if used in an onBefore insert business rule


PRB677472 Global business rules not enclosed in a function executein scope rhino.temp rather than rhino.global, making otherglobal variables and scripts not available





PRB646188 Query business rule corrupts sys_choice cache


PRB662310 Server-side code of UI Actions set to active=false can betriggered when using gsftSubmit()


PRB709246 IdentificationEngineScriptableApi is not available to scopedapplications


PRB721218 Variable listEditRefQualTag is not available in referencequalifier scripts in a scoped app


PRB713785 Evaluator:com.glide.script.fencing.MethodNotAllowedException:Function _query is not allowed in scope


PRB676595 Unable to add view field from global table to view table onscoped application database view, even though table has"Accessible from" set to "All application scopes"


PRB639321 Unexpected variable scoping from Calculated Field


PRB899364 Inconsistent issues with ScriptableObjects which contain astatic and a non-static method with the same name


PRB700320 The size awareness code should be updated to providea better estimate of the size of our Glide objects, namelyGlideRecord and GlideElement


PRB652837 Improper variable declaration in ArrayUtil script include

Service Analytics PRB762704 SA HASH table - Duplicate records cause the impact to stopworking

Service Catalog PRB715832 Setting <tablename>.autocomplete.contains to false does notwork correctly for variables in Service Catalog

Service Catalog PRB717058 Unable to set the value of a list collector

Service Catalog PRB702368 When configuring user criteria in a domain separatedenvironment, the user criteria is ignored

Service Catalog PRB705073 Unable to select text in read-only variables using Firefox

Service Catalog PRB711484 ignore_price field is not automatically set or cleared

Service Catalog PRB724387 g_form.clearValue('variable name') works in Catalog ClientScripts in the Catalog, but not on Request Item and CatalogTask forms

Service Catalog PRB691890 Forms do not display correctly in list or form view whenhovering over some reference icons

Service Catalog PRB718193 Excessive memory utilization from shared cache due tocatalog item categories

Service Catalog PRB870176 Service Catalog category title links do not load the correctpages




Service Catalog PRB748180 After clicking the up arrow several times, some users receivethe error "Cannot read property 'indexOf' of undefined"

Service Catalog PRB749868 Record producers variables are unable to map if the tablename is longer than 40 characters

Service Catalog PRB756366 GlideRecord does not work if RITM variable which is inactivegets updated

Service Catalog PRB759200 Jelly page which uses"com.glideapp.questionset.DefaultQuestionEditor" can not beopened as a GlideDialogWindow from a UI action

Service Catalog PRB728966 Reject UI action for approval is missing ";" in the script

Service Catalog PRB732117 Date validation script for date variables in variable set causesscript issue because of double text escaping

Service Catalog PRB717752 On the Approval Summarizer of Catalog tasks, the 'AssignedTo' field shows the Sys ID of the assignee instead of thename

Service Catalog PRB708931 Workflow search in Catalog items page shows inactivatedworkflows along with active workflows

Service Catalog PRB710524 Available slushbucket loses items when all items are movedto selected bucket

Service Catalog PRB712163 Semicolons are missing in OOB UI action script field

Service Catalog PRB734672 List collector (glide_list) breaks when used in the requesteditem

Service Catalog PRB884515 Lookup select box has slower response times in Istanbul vs.Helsinki

Service Catalog PRB723447 SC Catalog Get API returning java.lang.NullPointerExceptionif the "Data Lookup and Record Matching Support for ServiceCatalog" plugin is not active

Service Catalog PRB828139 When searching in Service Catalog, a warning message"Your text query contained only common words orambiguous wildcards, please refine your search and tryagain" appears frequently as you type

Service Catalog PRB715061 Service Catalog page is not rendering correctly on MicrosoftEDGE

Service Catalog PRB715761 When there are more than 3 banner steps in the wizard thelast arrow does not render properly, i.e. it does not resize andis overlapping with the text for the preceding text

Service Catalog PRB715988 Lookup select box reference qualifier and/or attribute isbreaking 'Lookup Price' field

Service Catalog PRB718537 Variable alignment issue for sysapproval for sc_task

Service Catalog PRB706335 Safari: In record producer, variable value is not passed fromcatalog form into underlying script if a user is not admin.

Service Catalog PRB648158 On a new Catalog Item form, the default value in Catalogsfield is broken if language is not English




Service Catalog PRB712746 Catalog check box variables are not vertically aligned on theform when container layout is '2 column wide, alternatingsides'

Service Catalog PRB713552 Incorrect hint on the instructions label in the execution plantask table

Service Catalog PRB668162 When "Standard: Select from available pre-approved changetemplates. These changes do not require approval. " iscreated from related list of an incident, the CHG does appearin the Change Request Related Lists of the incident.

Service Catalog PRB868312 Category on Service Catalog that contains a content item willnot be visible to non-admin user on Self-Service homepage

Service Catalog PRB741799 Reference qualifier returns undefined when there is 'createroles' on a service catalog variable

Service Catalog PRB742300 Empty values of variable's lookup label is getting displayedas 'null' in shopping cart page

Service Catalog PRB742631 'Do not select the first choice' does not work for numericscale type variables in items in Order Guides

Service Catalog PRB748048 ExecutionPlan.java load method does not check tosee if plan is null - causing an infinite recursion whensc_req_item_stageGetChoices business rule global functionis called

Service Catalog PRB722198 Macro functionality issue - getNibox('macro_variable')function is not working in Helsinki

Service Catalog PRB758335 Administrators are able to view the variables and variable settabs within the execution plan form

Service Catalog PRB759487 Preview item link could not be found on content item -External Content type

Service Catalog PRB716159 Adding a new item to the request changes the order of thedisplayed variables

Service Catalog PRB716386 Typo in macro 'sc_order_item_buttons'

Service Catalog PRB687412 Read-only list collector is not word wrapping

Service Catalog PRB691559 Only one of Shipping Location & Shipping Address should beselectable from cart layout > Cart Preview Screen (Two Step)

Service Catalog PRB720735 'Requested For' field in checkout view in Order Guide doesnot honor 'display' field, and shows 'User ID' instead

Service Catalog PRB712139 Content item categories related list is not automaticallypopulating via the business rules when running via transformmaps

Service Catalog PRB714140 Field "Reference qual" is not showing for many List collectorvariables

Service Catalog PRB908570 Catalog item variable set is moved upwards when selectinga multiple choice variable value within it (Chrome/IE +Windows only)




Service Catalog PRB752532 Instructions value in a label variable above check box is notvisible

Service Catalog PRB754710 'Copy' UI action button on catalog items maintains theprotection policy value on the new catalog item

Service Catalog PRB759319 saveProducer() function does not work when using in aonLoad client script.

Service Catalog PRB726577 Java exception occurs after node upgrade to Java 1.8

Service Catalog PRB821172 Issue with use of GlideAjax script in catalog client script andbehavior of catalog UI policy

Service Catalog PRB718160 The getKeySequence API from the prepVariables functionon the Cart Script-Include can cause the variables to bedisplayed in the incorrect order.

Service Catalog PRB719689 Catalog data lookup fails when source variable type ismultiple choice

Service Catalog PRB651878 Chrome browser back button in Service Catalog does notwork as expected

Service Catalog PRB891896 Using the two-step checkout and having '&' in the specialinstructions field cause an error

Service Catalog PRB749179 If a catalog search term has an apostrophe, and does notmatch any items, a backslash escape symbol '\' is wronglydisplayed

Service Catalog PRB723308 Combination of comments outside function stops ServiceCatalog client script

Service Catalog PRB759031 Record producer variable with roles set on create on writeprevents non-role users mapped field with default value frombeing sent to incident

Service Catalog PRB716108 Need to apply "onchange" client scripts and UI policies onsome variables on variable editor

Service Catalog PRB717431 Scoped Variable Sets are scoped in 'Global' on client side

Service Catalog PRB710145 WhenGlideappCalculationHelper().addItemToExistingRequest()is called at the same time for different requests it createsduplicate RITMs.

Service Catalog PRB713145 Stage field on the Requested Item form does not representthe current open Catalog task

Service Catalog PRB741672 After upgrading from Express to Enterprise, adding anattachment for Change Requests via a record producer doesnot work if the attachment was added before submitting

Service Catalog PRB904025 Macros do not work in Printer-Friendly view

Service Catalog PRB744763 Hidden container variables become visible when theirvisibility is set to true in a different UI policy

Service Catalog PRB717926 Catalog admin is not able to modify currencies for items in amulti-currency environment




Service Catalog PRB704645 Catalog client script execution does not honor assigned ordersequence

Service Catalog PRB707157 Self user can be added multiple times for catalog variable oftype macro with label

Service Catalog PRB713581 g_form.getValue not working on HTML variables with CreateRole

Service Catalog PRB668579 Clicking 'Back' from a checkout page for order guides takesyou to an invalid page

Service Catalog PRB900329 Catalog Item variable check box option 'Map to field' leads toblank select box

Service Catalog PRB745469 Copy Catalog Item function does not copy the name andshort description translations correctly

Service Catalog PRB751245 Shopping Cart Widget not referencing the correct "Catalog",this causes the "Continue Shopping" button to behaveinconsistently

Service Catalog PRB756529 "Requested For" is populated incorrectly or blank with "OrderNow" button, when property enable_order_now is set to true

Service Catalog PRB722421 Question.java returns null when a RITM is being accessed,but not on the catalog item

Service Catalog PRB757090 Running method copyRequest() (GlideappScriptHelper)multiple times at the same time always results in mergingRITMs from the request record being copied.

Service Catalog PRB723546 Problem occurs with user criteria cache if more than onelocale is installed

Service Catalog PRB731372 Slow performance when 'Reduce request price - approvalchange' business rule scans sc_request_item records with nosc_request value

Service Catalog PRB732841 Order not properly set for Variable Sets when applied to anOrder Guide in a Record Producer.

Service CatalogWidgets: ServicePortal

PRB758708 Service Catalog Data Lookup definitions do not function inService Portal

Service Desk:Call

PRB723241 New Call module - Contact type does not carry over if the calltype is 'Request'

Service Desk:Call

PRB723401 After creating a new call of type request, the ServiceNow'Back' button navigates to the homepage

Service Desk:Call

PRB724388 Service Request from a New Call is not created, and thescreen is blank if the description is long and contains specialcharacters

Service LevelAgreement (SLA)

PRB717388 SLAConditionSimple does not work when condition_class isnot added to SLA Definition form (related to PRB702983)


PRB879317 SLA is not triggering correctly





PRB830288 SLA timeline incorrectly includes holidays when representsschedule


PRB719779 Inactivity monitor does not trigger when there is a resetcondition


PRB709382 Repairing SLAs does not work when SLA Definitions are indomains different than the current one


PRB691514 SLA escalation status and due date calculated wrong whenincident is updated from different timezones.


PRB727421 When the system property 'com.snc.sla.run_old_sla_engine'is set to false, the made_sla field is still being updated by theEscalation engine


PRB679514 SLA conditions are case-sensitive


PRB737594 SLA update (within 10 minutes) sys_trigger job can set thebreach flag unexpectedly on short duration SLAs


PRB898575 Displaying the 'Repair SLAs' UI action can be slow when alarge number of contract SLAs is defined

ServiceManagementDesigner

PRB660605 Clicking on the 'Cancel' button on the record producer-Something is broken redirects the user to 'Page not found'

Service Mapping PRB711681 SSRS pattern step for seems to be failing as entry_point.urlis being returned as 'https://ip:port/ReportServer' instead of'https://url/ReportServer'

Service Mapping PRB871677 Wrong loopback connections is created from Global DNSload balancer

Service Mapping PRB754157 Tracked files discovery log has unwanted text log

Service Mapping PRB759202 In pattern step, file output gets truncated if we do not changethe default prompt, and the default prompt gets inserted intothe output stream

Service Mapping PRB732800 Debug RunFailed: Task pattern debugger task failed :java.util.hashMap cannot be cast into java.util.String.

Service Mapping PRB676142 Business service map hamburger menu items are notaccessible

Service Mapping PRB716444 Issues with creating policy connections in WebSEAL pattern

Service Mapping PRB740249 Icons for host in host view are always from linux_host, shouldbe from the original host CI type

Service Mapping PRB741846 Process Environment variables detection is wrong when thevariable value contains the '=' character

Service Mapping PRB744478 Pattern discovery is not able to bring process environmentvariable in full when the size is long on AIX machines

Service Mapping PRB691830 The identification engine can fail, and the map does not showall items




Service Mapping PRB718906 CI Types with $ in their name cause CI type synch to fail forall the CI Types. Same goes for CI types with spaces in theirnames

Service Mapping PRB719793 Missing escaping on entry point fields

Service Mapping PRB746902 MSSQL relations are not aligned with the hosting rules andcausing identification engine errors in Service Maps

Service Mapping PRB756866 CyberArk credentials: Failure with fetching non-existingusername from vault is not handled correctly, and nextcredentials are not used

Service Mapping PRB730839 Under certain conditions, Service Mapping discovery failswhen using SSH

Service Mapping PRB713813 When creating manual connection using host name (and notIP), adding the manual connection in one place may removethe same connection from another place

Service Mapping PRB756863 UI action "Map Icons Preloaded" on services list causesbrowser requests to broken URLs

Service Mapping PRB703016 MID synchronization of patterns sometimes fails. When itfails, manually synching or grabbing NDL from MID also fails

Service Mapping PRB758220 MID sync on CI type change does not work in some cases

Service Mapping PRB833033 Service Watch fix script prolongs upgrades, and securityconstraints prevent selection of Service fields

Service Mapping PRB715402 Issues with SSIS Pattern > Connection > Create JobConnections

Service Mapping PRB716662 The com.snc.service-watch plugin overrides customizationsfor records in the sys_dictionary_overrides table (+ othertables)

Service Mapping PRB704825 "Floating" CI's with no relation to any Entry point in a BS

Service Mapping PRB706138 Exporting getHostByIP to js + makes pattern debugger gothrough the same flow as initial discovery task creationregarding finding host

Service Mapping PRB708885 Service Mapping should abide by theglide.required.attribute.enabled

Service Mapping PRB879896 Pattern Designer: Need a proper error when users populateentry point without port in case find process strategy is not'NONE'

Service Mapping PRB751673 Failed to communicate with WMI Collector message whenMID Server is multihomed

Service Mapping PRB755363 Hosts that initiate a connection should confirm whether touse /etc/hosts or DNS

Service Mapping PRB798800 When two distinct CIs in different services are connectedto the same clustered CI, both source hosts appear asassociated with both services in svc_ci_assoc




Service Mapping PRB824438 Performance issues while saving NAT rule due to 'UpdateNAT Rule' business rule

Service Mapping PRB743008 When creating new business service and leaving the form,the business service remains with an empty name

Service Mapping PRB745480 The SSH layer used by pattern should allow to override theshell PATH rather than append to it

Service Mapping PRB751612 Service mapping fails to discover listening process with thePATH on the target machine, which does not contain thefolder of netstat.exe (system32)

Service Mapping PRB753564 The SSH layer used by pattern refers to SSH regularcredentials as SSH key credentials, if the key field is notempty.

Service Mapping PRB804562 Service Mapping fails to process discovery result when thepayload contains fields with non printable characters

Service Mapping PRB832402 ACL on discovered or manual (event managed or mapped)Service Configuration Item blocked from ITIL role

Service Mapping PRB717421 Tomcat WAR pattern tries to create connection tocommented lines

Service Mapping PRB707449 Parse Command Output Operations does not return sameresults for powershell command as command line on MIDServer

Service Mapping PRB720596 Warning messages missing for LB discovery when CMDB iscorrupted -- specifically when all LBs have discovery source= duplicate, or all LBs are passive

Service Mapping PRB872176 Scrollbar of hamburger menu is not visible on chrome 55+

Service Mapping PRB743000 Cloned clusters: ciTypeName of cloned CIs is overwrittenwith ciType field

Service Mapping PRB752105 Business Service Map: Connecting to existing service/creating new service is disabled on connection leading fromNAT

Service Mapping PRB826341 Client script "rewrite endpoint link" oncmdb_ci_service_discovered disables record form links for allrelated lists.

Service Portal PRB717773 Form widget has option to 'Disable UI Action on Form', whichleaves a primary action but disables its functionality

Service Portal PRB712174 HTML tags in help text of Catalog and Record producervariables are not rendered in Service Portal

Service Portal PRB713575 Ampersand characters in a fix script are not escapedcorrectly

Service Portal PRB714564 Variable summarizer does not honor 'Visible on Summaries'

Service Portal PRB741927 Reference field does not honortablename.autocomplete.contains user preference




Service Portal PRB742952 Image in News Ticker widget uses 'src' tag instead of 'ng-src',resulting in invalid request, causing SSO redirect issues

Service Portal PRB748856 Simple list widget cannot order on a glide_date_time field(e.g., sys_updated_on) for ESS user

Service Portal PRB722364 Requested Items widget throws errors when no sys_id or aninvalid sys_id are passed in the URL

Service Portal PRB725912 Unable to clone SC Categories widget in platform - invalidreturn thrown by script checked

Service Portal PRB733163 Lookup Select Box does not populate correctly in the ServicePortal

Service Portal PRB715232 Formatter type variables cause the order guide eval to fail

Service Portal PRB717754 Service Portal catalog reference field behaves strangelywhen search term includes a period (dot / . )

Service Portal PRB720884 Ticket conversations widget does not render if user cannotread journal field, which should have shown helpfulmessages to avoid confusion

Service Portal PRB710969 ng-controller cannot be used in a widget template

Service Portal PRB711291 Duplicate request gets created in order guides on ServicePortal

Service Portal PRB711943 Service Portal lacks visible focus indicators for elements

Service Portal PRB712168 Printer Friendly Version not available for Service Portalpages

Service Portal PRB713432 Content Item which should open in a new tab no longeropens at all

Service Portal PRB737318 Approvals for delegated users are not showing up Approvalswidget

Service Portal PRB753060 Accessibility - Knowledge Base/Categories heading hasincorrect heading structure <h4>

Service Portal PRB725049 'Maximum Entries' field on 'Data Table from InstanceDefinition' instance options do not modify the number of rowsdisplayed

Service Portal PRB828186 Accessibility: Rating stars component has accessibility issues

Service Portal PRB710922 Glide List field on Service Portal is displaying sys_id insteadof the display name

Service Portal PRB737286 No error message is shown when users attach invalid filetype (as defined by glide.attachment.extensions systemproperty)

Service Portal PRB740041 Help text does not show for Label variables

Service Portal PRB741842 Submit button displays on Service Portal catalog items evenif it is omitted through the ordering button.

Service Portal PRB744313 Header Menu does not display glyph icons




Service Portal PRB749825 Avatars in ticket-conversation widget and sessions widgetappear clickable but have no effect

Service Portal PRB754793 "Omit badges" option is not honored after being set from trueto false in 'SC Categories' widget

Service Portal PRB724097 Read-only referenced variables cannot be previewed byusers who have read access to the referenced record

Service Portal PRB730090 Catalog item quantity selector is not displayed for non-admins

Service Portal PRB733059 Item description does not show when searching for termsusing OR

Service Portal PRB717482 sc_cat_item and sc_cat_item_guide page with missing orinvalid sys_id URL parameter generates browser error

Service Portal PRB701726 IE10: Service Portal pages do not show full content if theheight is greater than the browser window

Service Portal PRB703505 Service Portal Manage dropdown menu in header does notfunction at tablet and phone resolutions

Service Portal PRB704859 SP choice list should require value or use default_value iftype is set to 'must specify a default value'

Service Portal PRB720821 Requested Items widget generates errors when added to apage (when options.secondary_fields is empty)

Service Portal PRB714468 Non-ITIL users cannot see the record to approve on theService Portal

Service Portal PRB751953 A developer cannot react to the reference icon click and dosomething else if they want

Service Portal PRB754778 When clicking "Edit" link in shopping cart, the resultantmodal's title is "Variables" instead of the name of the catalogitem (e.g., Apple iPhone 5s)

Service Portal PRB723071 glide.knowman.show_user_feedback are setto never and does not work on Service Portal.glide.knowman.show_star_rating is not supported

Service Portal PRB762303 Screen Reader Accessibility - Profile menu access

Service Portal PRB726860 Redirect to Service Portal, users stuck on welcome.do page

Service Portal PRB731678 Service Portal does not include items in order guide whenorder form is submitted before the items are fully loaded inthe form

Service Portal PRB825565 Header menu items are not displaying hint tooltips

Service Portal PRB828111 Search Source name not translated

Service Portal PRB715720 Page not displaying in Service Portal Designer when 'Internal'option selected

Service Portal PRB715966 Service Portal incident form does not show attachments attop if table URL parameter is for the wrong table (e.g., taskvs. incident)




Service Portal PRB706317 Select box variable for catalog item/record producersdisplays the dictionary value rather than display value inTicket Fields widget

Service Portal PRB711870 Activity Stream is not visible in incidents

Service Portal PRB714879 Currency symbol is missing from currency and price fieldtypes in form widget

Service Portal PRB746312 Request Fields widget errors if sc_request.due_date has novalue

Service Portal PRB749235 Accessibility in Service Portal: Users are able to tab beyondpop up windows so that focus goes outside of the user profilefield dialog boxes/pop up windows

Service Portal PRB751724 Default value of "Remember me" checkbox does not honorglide.ui.remember.me.default system property

Service Portal PRB756693 When users cannot delete attachments, Branding Editor getsstuck loading

Service Portal PRB819500 Service Portal Accessibility - Attachments in Service Portalhave accessibility issues

Service Portal PRB830043 Accessibility: Create a new high-contrast Service Portaltheme

Service Portal PRB714983 Branding Editor needs to indicate when admin is not in theright system application and cannot edit

Service Portal PRB717444 Customized OOB widget instance might be unexpectedlydeleted in an upgrade

Service Portal PRB717990 Reference variable attributes do not work if there is a spacebetween them

Service Portal PRB718453 Breadcrumbs have empty placeholder on Order Guide pageif sp_instance record has no title value

Service Portal PRB743340 The Service Portal widget KB Article Page does not correctlydisplay KB articles of type Wiki

Service Portal PRB745482 sys_updated_on date/time for attachment in Form widgetshows server time vs. user local time

Service Portal PRB756631 "SC Categories" Widget's "Hide XS" option is not honoredwhen false, so widget is not shown on mobile

Service Portal PRB724420 Approvals widget (and maybe others) uses href='#' twicewhich prevents form saving

Service Portal PRB819498 Improve the accessibility of the system status page

Service Portal PRB731414 Mandatory check box in catalog does not show the'mandatory' indicator

Service Portal PRB732902 Business Services Status widget can show outage on thewrong date

Service Portal PRB715696 Service Catalog subcategories do not display when no itemis on the category level




Service Portal PRB717931 'Visible on Guides' setting is not honored within Order Guides

Service Portal PRB718153 Form section does not show the translated caption

Service Portal PRB702722 Helpful feedback question is not available to KB article (whenglide.knowman.show_yn_rating is true, which is the default)

Service Portal PRB719112 KB attachments are not visible for unauthenticated users

Service Portal PRB707186 Anchor tags do not work in KB Articles. When clicking a linkthat brings the user to a different section of the KB article, itwill go to that section and immediately reload the page

Service Portal PRB719973 Unexpected items appear on /sp?id=sc_category page whenno category ID is specified

Service Portal PRB720598 User profile widget in the Service Portal does not display thecorrect number of users under 'My Coworkers'

Service Portal PRB713602 Disabling Comments is not working for the KnowledgeArticles when the article is viewed from Service Portal.

Service Portal PRB714649 When a user creates a HR Case from the HR Service Portal,the 'is_catalog' field is not set to 'true'

Service Portal PRB734799 Lookup Select Box variable with advanced reference qualifierbreaks a catalog item with too many variables - 400 error

Service Portal PRB857631 Knowledge rating hover text is not translated correctly

Service Portal PRB752339 Service Portal Accessibility - Avatar menu does not collapsewhen pressing tab

Service Portal PRB753212 Message alerts are too fast when creating record using thepage 'form'

Service Portal PRB757161 snRecordPicker directive should allow option of 'startswith'query (currently hardcoded to 'contains')

Service Portal PRB824400 Ticket Conversations widget limits journal fields to 100entries

Service Portal PRB716080 Catalog client scripts cannot be fetched from a scopedapplication

Service Portal PRB698352 List collectors do not display correctly if the referencedrecords' display values have commas

Service Portal PRB719044 Files larger than 25MB cannot be uploaded and no errormessage is displayed

Service Portal PRB721147 Cannot edit roles in Customer Service Management portal

Service Portal PRB709643 Simple list widget target page is not inherited by 'View All'target list page

Service Portal PRB907063 sys_domain field not rendered properly using form widgetand instead displays the Sys_ID; read-only document_id fieldlayout is missing padding

Service Portal PRB748382 [UW Accessibility] Page title should come before portal title




Service Portal PRB753563 Exporting to Excel and CSV does not honor the fields definedin the widget 'Data Table from Instance Definition'

Service Portal PRB721885 KB news widget needs to provide a default translated title incase sp_instance.title is empty

Service Portal PRB818900 Simple List widget does not set the table parameter in theURL to the real table when configured to show records froma base table

Software AssetManagement

PRB665386 SAMCounter job executing query with large IN clause


PRB920902 Filter carried over when users create new records


PRB741085 Downgrades do not work properly when installs withvaluation = 0 are present

State Flows PRB756472 Numbering on Security incident table is not in sequencewhen 'Convert to Security Incident' UI action is used

Studio PRB719365 When editing list layouts in Studio, the customized view doesnot persist and the user sees the default view instead

SurveyManagement

PRB880822 History Choice on View Scorecard does not work if there aresurvey responses that are 3 or more years older

SurveyManagement

PRB742422 Survey trigger condition does not work on migrated surveysvia Update Set

SurveyManagement

PRB687957 The assessable record throws an error when clicking'Preview'

SurveyManagement

PRB945363 Special characters in survey questions do not show properly

SurveyManagement

PRB909444 Ampersands in surveys submitted via portal break theresponse

SurveyManagement

PRB917405 Users with the survey_admin' role are not able to 'exportassessments' and get the error message 'Security restrictedwhen invoking processor'

SurveyManagement

PRB679524 Trying to publish a survey for the second time through surveydesigner times out when many users are associated

SurveyManagement

PRB925337 Need to escape messages in "my surveys" and "take survey"service portal widgets

SystemApplications

PRB723474 The scope from a list filter overrides the session scope whenusers using the 'New' button from a filtered list

SystemApplications

PRB745431 App installation fails on customer instance,when a scopedapp within a plugin is captured as a dependency instead ofcapturing plugin dependency.

SystemApplications

PRB715493 sys_scope table should suppress 'Insert and Stay' and 'Insert'UI actions




SystemApplications

PRB717519 System Applications does not display list of applicationspresent in prior to an upgrade under 'Develop/Download/Upgrade'

SystemApplications

PRB650889 GlideAjax API in a scoped app blocks getXMLWait function,without any documentation/help on workaround or why

SystemApplications

PRB880157 Setting 'glide.ui.escape_text' property to false, displays themessage 'The entity name must immediately follow the '&' inthe entity reference.' on applications page

SystemApplications

PRB865445 Error occurs when a user executes track in update set UIaction: temp tables with name starting with rep$ are createdand not cleaned up

SystemApplications

PRB718699 AppUpload fails with password with special characters

SystemApplications

PRB723703 After non-admins were allowed to use update sets, whennon-admins (not delegated developers) switch scopes in theapplication picker, the update set does not change

Tables andDictionary

PRB725054 Schema map produces html tags and is broken


PRB713817 Admins can create reference columns on sys_choice, whichdoes not work


PRB716677 The Table form should warn users when attempting toremove a schema attribute

Task Flattening PRB654348 Datatype is wrongly replaced during task flattening

TeamDevelopment

PRB673926 If Team Development is turned on and too many localchanges exist, performance issue occurs when adding newversions.

TeamDevelopment

PRB721443 Resolving a collision or comparing version records for a tablethat does not exist causes a NPE

TeamDevelopment

PRB713228 RemoteGlideRecord - two-pass query does not propagateerrors to current RGR object during second pass

TeamDevelopment

PRB737918 Team Development can cause committing an update set totake a long time if the proper indexes are not present

TeamDevelopment

PRB730569 Team Development pushes appear successful, but Stage isnot set to Completed

TeamDevelopment

PRB711706 Pushes can be cancelled before a mutex is acquired

TeamDevelopment

PRB673198 Team Development transactions can be cancelled by scopedquota rules

Templates PRB714467 save_as_template' ACLs are not evaluated in standardchange template 'Template value' fields

Templates PRB714433 When opening the 'incident.itil.role' template from SystemPolicies > Email>Templates, the table field is set to 'None' bydefault




TestManagement

PRB721864 On a test plan, using the 'Save as Test Suite' related linkdoes not have a character limit. Any text over 40 charactersis not saved.

TestManagement

PRB716155 Number of test cases (number_cases) display wrong andbroken numbers when added by choice list.

TestManagement

PRB705346 Test plan that has been signed-off through the 'Related Links'carries that information forward to copied test plans, and is inread only format so no way to remove or have sign-off on thecopied test plan

TestManagement

PRB723303 In Test Management plugin, selecting a test environmentremoves the colon from the URL link

Test Suite PRB704841 'Notify Tester' link is active although testers are unassigned

Text Search PRB634104 Text search (Zing) using wildcards does not return theexpected results

Text Search PRB752946 Index full table might cause OOM for large table (around 30Mrecords)

Text Search PRB760776 Index might not include variable value in variable set

Text Search PRB707388 Text search multiple keywords (e.g a sentence ), the groupby count on each category was not properly populated

Text Search PRB741168 Knowledge search using full-width Romaji characters doesnot return the knowledge article

Text Search PRB707243 Breadcrumbs in table sections of global search resultsdisplay query segments added by before query businessrules, which is a deviation from the way the rest of theplatform works

Text Search PRB722024 Error message 'search term is to ambiguous' displays whenusers searching for a word with root (after stemming) as stopword

Time CardManagement

PRB753932 Out of box value of"com.snc.time_sheet.max_hours_per_week" property is "--1"

Time CardManagement

PRB713518 Default time_card list layout (sys_ui_list_time_card_null)configuration is reverted to OOTB after an upgrade

Time CardManagement

PRB908462 Business rule update task timer creates a new task recordwith the same sys_id when users delete an incident

Transactionand SessionManagement

PRB724909 Request accessed after the transaction is over causing aUndeclaredThrowableException

UI Components PRB715347 As long as '_123STREAMENTRY321_' is placed at thebeginning of the comment line of a record, the notification(having ${comments}) being sent does not contain thatcomment

UI Components PRB680820 Unable to delete templates from the template bar in any non-English language




UI Components PRB716458 @Mention service throws NPE when @mentioning inactiveuser records

UI Components PRB682226 Unexpected keyboard navigation through tab interface

UI Components PRB697696 Activity Stream is not respecting ACL for work notes. Thefield appears at the activity stream for user without writeaccess

UI Components PRB718313 In Istanbul SLA Definitions, the Variables item is not availablefrom the 'Show Related Fields' menu

UI Components PRB709575 List v3 header context menu translation issue: 'Change View'is not translated

UI Components PRB711333 Modal that appears when hovering over "i" icon on List v2and records is not indicating user can hold "Shift" key to lockmodal for scrolling

UI Components PRB649287 The g_user object has firstName and lastName valuesswitched on a CMS page.

UI Components PRB651257 [Accessibility] JAWS does not recognize navigatorapplications as collapsed or expanded

UI Components PRB910288 Since Istanbul, 'On Demand' choice is no longer available in'Run' filed on the scheduled report form

UI Components PRB914839 Tablet UI bug - Searching list fields

UI Components PRB925313 "Loading related lists" message does not go away when"After Form Loads" related list loading option is selected

UI Components PRB826169 Skip to main content link is occasionally inoperable

UI Components PRB673010 TinyMCE advanced options in the html_insert_image_dialogUI page have legends that overlap field sets

UI Components PRB683519 'Remove the Logout button' is not working correctly

UI Components PRB651248 Certain user interface elements are not selectable via thekeyboard

UI Components PRB652482 Error text is not programmatically flagged

UI Components PRB670619 NVDA screen reader repeats a lot of extra text due to thefavorite stars that users find confusing

UI Components PRB760834 Process Flow formatter is not level A conformant (theminimum level of conformance)

UI Components PRB826163 After upgrading to Jakarta, an administrator is unable tochange the text colors of the navigation modules

UI Components PRB716184 Filters with condition 'more than' and 'less than' do not workas expected for v3 lists

UI Components PRB697428 List v3: Journal Input types of fields do not store the datawhen saved through List edit for UI16

UI Components PRB698978 Third box in filter builder in list v2 does not announce that itdisappears, causing issues for users with screen readers




UI Components PRB709949 Cannot read transaction timer widget with a screen reader

UI Components PRB711669 In some UI16 themes, some elements are unreadable

UI Components PRB711936 IE11, TinyMCE. Highlighting only part of a hyperlink's textand selecting 'Insert/Edit Link' does not display any value inthe URL field.

UI Components PRB712941 If renaming the file with more than 100 characters, an alertbox is not translated

UI Components PRB658099 Accessibility mode breadcrumbs are read incorrectly

UI Components PRB667478 In Geneva, global search does not trim left and right spacesin the searched text like in Fuji

UI Components PRB753457 In List v3, building a filter query with multiple conditionsinvolving a currency2 field does not yield the proper results

UI Components PRB762376 Accessibility - The lock button is read to the screen reader as"Lock quote button"

UI Components PRB716698 List v3 - Cannot change the number of rows showing in thereference picker popup

UI Components PRB683216 SLA definition for sc_task (Catalog Task) does not allow tospecify the variable details for the catalog Item, and the SLAdoes not attach to the task record

UI Components PRB657709 Email form does not display boundary boxes on InternetExplorer 11

UI Components PRB664487 In the ESS portal, the 'Account Settings' menu is notaccessible via the keyboard (CMS)

UI Components PRB852940 List cell style calculation is expensive/inefficient

UI Components PRB859369 Annotations disappear during an upgrade

UI Components PRB740035 Display / Hide list button icon does not have an alt-textassociated with it causes accessibility issues

UI Components PRB725498 Title attributes used in tooltips are not keyboard accessible

UI Components PRB678114 max_unit=hours attribute is not honored when list editing aduration field in UI 16

UI Components PRB701473 The date picker widget is keyboard inaccessible

UI Components PRB711658 Developer sidebar shows on document outline for users whohave no access to it

UI Components PRB664484 Visual focus is not provided for CMS portal header elements

UI Components PRB666121 TinyMCE editor strips out <link> tags in Geneva

UI Components PRB741775 No label associated with Pagination field

UI Components PRB899508 glide.history.max_entries not working as expected

UI Components PRB743402 Web forms have improper label and ID

UI Components PRB732934 Web: frame issues




UI Components PRB671386 Detail row disappears when sorting/paging/filtering using thereference lookup

UI Components PRB673205 btn-primary, btn-success and btn-destructive do not havesufficient level of contrast

UI Components PRB680943 The activity formatter 'show one journal field' is broken whenusing a custom field. It shows 2 check boxes instead of one

UI Components PRB720620 Images and formatting do not copy over from OneNote intoTinyMCE fields

UI Components PRB640657 The Time Worked field does not show the total time when setto read-only

UI Components PRB737140 Drop-down menus are not adequately labelled

UI Components PRB739802 Hidden Table Headers are read out by screen reader

UI Components PRB757209 On system properties pages, the "Yes | No" check boxes donot have good labels for screen readers

UI Components PRB716655 setAbortAction() causes Decimal / Currency fields to becorrupted on the next form update

UI Components PRB707753 Helsinki List v3: When approving sysapproval_approverrecords in list view, system takes users to the home pageinstead of back to the sysapproval_approver list afterapproval is processed

UI Components PRB712295 Planned effort cannot add 3 numbers in a list view

UI Components PRB743959 Navigation history shows history from other users until pageis refreshed

UI Components PRB915489 'On change' client script is executed twice when the 'onchange' field is set to read only via dictionary

UI Components PRB722019 List Controls menu does not have descriptive text (List v2)

UI Components PRB760301 Field Dependency ListV3 . List V3 does not respect theDependent field

UI Components PRB724830 Charts use color to differentiate and must use anotheralternative way to convey information to a user.

UI Components PRB676583 UI16: Navigator applications with ampersand show with& with glide.ui.escape_text=false

UI Components PRB677731 Application Menus display when there is an inaccessiblenested module that has "override application menu roles"checked

UI Components PRB717583 List v3 dot-walked choice dropdown is blank

UI Components PRB710639 When trying to upload a file where mime type does not matchfile content, UI does not throw an error

UI Components PRB711057 List v3 form reference popup does not honor referencequalifiers for dot-walked reference fields

UI Components PRB712019 Work notes are displayed out of order on Changes




UI Components PRB651263 Visual focus does not settle on first form field upon opening

UI Components PRB659031 "null" displayed when hovering over items on right side ofslushbucket list collector variable in record producers

UI Components PRB748956 (UI Performance) Bump angular JS version for forms to1.5.11

UI Components PRB723284 Users without privileges cannot save filter using conditionbuilder


PRB627317 Client-side GlideRecord has no _next() function


PRB906667 "Download All" on the "manage attachments" window is nottranslated


PRB742637 When non-English language is selected, the system settingslose the ability to change the home page or dashboard

Update Sets PRB655182 Users get error when trying to merge update sets for an appinstalled from the store

Update Sets PRB681563 Update set preview should not fail if 1 record is bad.Previewer should be able to handle an empty table for aForm layout

Update Sets PRB674866 Reparenting of existing table via update set works when itshould not

Update Sets PRB665954 sys_ui_list elements for database views throw 'Update setpreview' errors.

Update Sets PRB714776 Update set back out deletes OOTB record if update setcreates it ahead of plugin activation

Update Sets PRB753249 HUS Commit: Committing a HUS with a table deleted fortable that does not exist leaves the state as 'Committing'

Update Sets PRB832926 Test connection button says incorrect username/passwordwhen they are correct

Update Sets PRB653534 Update sets committed and plugins activated during upgradecan unleash chaos

Update Sets PRB680919 Preview update set progress dialog closes automaticallywhen the update set preview is complete

Update Sets PRB636890 Field Label is not captured in update set if created through'Form Layout'

Update Sets PRB646724 Multiple update sets can be committed at the same time andthereby trigger simultaneous online alters of flattened tables

Update Sets PRB665830 Update set preview is cancellable, so it sometimes getscancelled by the 'scoped background transactions quota' rule

Update Sets PRB724699 Update set back out throws exceptions when the update setcontains updates for a table that does not exist

Upgrade EngineIssues

PRB753539 Upgrade failed for updating sys_properties record that hasempty value on the 'sys_class_name' field





PRB731198 An upgrade will update glide.war and notify HI of asuccessful upgrade even when it declines to run because thesystem is paused


PRB724208 Loader uses display_value to find or create a view, leading toduplicate views and coalesce problems for instances in otherlanguages


PRB897749 Revert to base system does not work for some updates afterupgrading to Istanbul


PRB689850 Database upgrade runs even if dist upgrade does notupgrade the node


PRB734941 The "Run Fix Script" UI action on the fix scripts table doesnot run the fix script in the correct scope


PRB829971 Recurring console.log() running on the Upgrade Monitorpage whenever an upgrade is in progress


PRB671262 Thread that runs the upgrade refuses to mark records ascustomized even though it customizes them


PRB803944 Plugin activation/upgrade sometimes writes a baselinesys_update_version record with an empty source field

Usage Analytics PRB945829 When multiple app entries exist for the same plugin withdifferent labels, the plugin activation check producesincorrect results

Usage Analytics PRB752044 Release glide database dump instances are uploading usageand downloading app usage status, even though they areself-hosted

Usage Analytics PRB900813 For licensing counts, if the count config is turned off, useua_stats_defn to report counts

Visual TaskBoards

PRB716040 Upgrading from Fuji to Geneva does not replace the scriptincludes named 'VTBTaskSecurity'

Visual TaskBoards

PRB739275 Notification emails are sent from "[email protected]"

Visual TaskBoards

PRB710858 Visual Task Board activity streams only support commentsand work notes as journal input types

Visual TaskBoards

PRB715399 Visual Task Boards that point to overlapping vtb_task recordscan prevent non-admins from seeing cards

Web Services PRB710625 Web Service on business rules incorrectly renders variablefield boxes when JSON content variable is two word Ex 'shortdescription'

Web Services PRB738811 After upgrade to Helsinki, integration traffic could be routedthrough the API_INT pool, instead of its previously specifieddedicated pool

Web Services PRB716434 Using a SHA-2 key with WS-Security results in the SOAPrequest still having "SignatureMethod Algorithm="http://www.w3.org/2000/09/xmldsig#rsa-sha1"




Web Services PRB664609 RESTResponseV2.getErrorMessage() does not returnmessage from the outbound service

Web Services PRB670554 Script error in generated JavaScript of the API explorer

Web Services PRB623007 REST API explorer Authorization 'send as another user'saves cookie & sets up whole instance session as anotheruser

Web Services PRB710320 Integrations relying on deprecated SoapMessage API fail

Web Services PRB669482 Inbound import set web services table names accept specialcharacters and white spaces, leading to a MySQL error andthe table is not created in the database

Web Services PRB733418 SOAP insertMultipleResponse yields inconsistent resultswhen invoked simultaneously

Web Services PRB677911 Table API returns all records when sysparm_offset containsa negative value

Web Services PRB693473 Enhancement request: URL parametersysparm_query_category for query routing does not work forREST API calls

Web Services PRB603946 Scripted Web Service: Order of output parameters is not thesame as in WSDL

Web Services PRB646918 REST API Explorer Attachment API curl snippet problems

Web Services PRB651322 Integer fields with null values return 0 in SOAP

Web Services PRB737653 When a URL does not exist, REST returns code 500

Web Services PRB667809 REST API explorer has wrong description forsysparm_input_display_value

Workflow PRB719264 When the RITM state is set to 'Closed Incomplete', the groupapproval stays 'active = true' and 'state = Open'

Workflow PRB711054 'Show Workflow' UI Action does not load the workflow in ESSpages

Workflow PRB591554 Workflow Activity "Catalog Task" Performs sc_cat_itemQuery and Can Cause Stack OverFlow Error

Workflow PRB748338 Scriptable order guide causes proceeding activities such as'Approvals' or 'Catalog Task' to not work properly

Workflow PRB689050 When a user checks out a workflow and goes into an activity,switching the form view from "Diagrammer View" to "Default"closes the Activity Properties form

Workflow PRB914192 All approval activities should return skipped if there are noapproval records generated for the activity

Workflow PRB707390 In Item Designer, service level agreements are not evaluatedcorrectly on a catalog task when the task is closed

Workflow PRB709431 If condition 'Run if no other workflows match' workflowproperties does not seem to be working according to wikidefinition




Workflow PRB743553 When workflow gets cancelled, stage icon for the currentstage still shows 'In Progress' and all the future stages asskipped

Workflow PRB745401 The lock activity spins until it acquires the lock, never failing

Workflow PRB752000 Workflow fails to attain mutex on context records in Oracleenvironments

Workflow PRB810563 ITIL users can delete sysapproval_group records, causingapproval group activities from the approval groups sourcerecord to be stuck in 'Running' state

Workflow PRB709900 Approvals received before reaching Approval workflowactivity is not evaluated. Workflow will still wait for approval.

Workflow PRB711666 'Request Cancelled' stage for requested item is not translated

Workflow PRB713671 Changing the state of a state_task record to 'Completed'generates duplicate activity entries

Workflow PRB714910 Manual approval activity does not work if another manualapproval activity is already used

Workflow PRB743477 Timeline visualization for a workflow context does not workwhen using a session with non-English language

Workflow PRB717446 The glide.ui.js_includes property set to false results in abrowser error when trying to load the Workflow Canvas

Workflow PRB657531 Scheduled Workflow Jobs fail when created in a scopedapplication

Workflow PRB880021 Workflow Context UI action jumps to subflow instead ofjumping to parent (Expect for Requested Item table fixed inPRB592331)

Workflow PRB904888 Emergency changes requested for re-approval after beingrejected can cause duplicate approvals

Workflow PRB759067 Variable of Workflow Activity and its Type and Annotationare missing in "Form Design" page in 'Istanbul' & it works inHelsinki.

Workflow PRB724983 Published Workflow Conditions gets changed when viewingthe wf_workflow_version record in New Workflow view

Workflow PRB799100 Copying workflows does not check for name uniqueness

Workflow PRB710730 Variables on the Catalog task activity are not sorted inalphabetical order

Workflow PRB713188 Issue with the WorkflowApprovalUtils functionality in that theWorkflowApprovalUtils().cancelAll function does not workwhen passing it a GlideRecord object (passing it 'current'works as expected)

Workflow PRB752340 Approval Coordinator does not work sometimes if we haveduplicate users

Workflow PRB759309 Unable to select variables in the workflow editor conditionstatement for request item workflows




Workflow PRB712709 Deleting records from 'sys_user' causes full table scansagainst 'wf_context'

Workflow PRB793457 Stage Icons are not rendered if Stage text has apostrophe (')

Service Catalog PRB901936 Express - Catalog execution plan conditions using checkboxvariables interpret OR as AND

ODBC Driver 1.0.13 release notes

The ODBC Driver 1.0.13 release contains fixes to these problems.

Download the 1.0.13 version of the ODBC Driver from the HI Knowledge Base. Refer to the productdocumentation for instructions on installing the ODBC driver.

Fixed problem in the ODBC Driver 1.0.13



PRB1110116

ODBC driver returns non-integer fields as NTEXT wherevarchar is expected

Users cannot use ODBC driver 1.0.11correctly in combination withL: SQL Version:Microsoft SQL Server 2014 (SP2-CU2-GDR)(KB3194718) - 12.0.5532.0 (X64) Oct 5 201620:28:25 Copyright (c) Microsoft CorporationEnterprise Edition: Core-based Licensing (64-bit) on Windows NT 6.3 <X64> (Build 9600: )(Hypervisor)

"SELECT INTO" queries cause the ODBCdriver to convert fields to NTEXT wherevarchar is expected instead.

Other ODBC 1.0.13 information

• ODBC driver installation requirements and supported software• Setting ODBC properties• Configure the ODBC driver for large data sets•


ODBC driver product enhancements and updates in the 1.0.12 release.

Version 1.0.12 of the ODBC Driver uses Java 1.8. You may need to configure your Java path afterinstalling this version. See KB0597981 for more information.




https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/integrate/odbc-driver/concept/c_InstallingTheODBCDriver.html

https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/integrate/odbc-driver/reference/r_ODBCDriverInstallationReqs.html

https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/integrate/odbc-driver/reference/r_SettingODBCProperties.html

https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/integrate/odbc-driver/task/configure-odbc-large-data-sets.html




Notable Fixes

Problem Short description Steps to reproduce

PRB708941

KB0597404

Querying more than 4MB with ODBCdriver creates temp files


PRB747962

KB0621993

ODBC driver outputting incorrectnumber of records when using LEFTJOIN ON SELECT * query




Version 1.0.11 of the ODBC Driver uses Java 1.8. You may need to configure your Java path afterinstalling this version. See KB0597981 for more information.


Notable Fixes


PRB711960

KB0597602

When querying a table that has astring field whose value exceeds65535 kb, the following error occurs:

[SN][ODBC ServiceNow driver][OpenAccess SDK SQL Engine]Diskcache error. Field length:93238exceeds maximum limit of 65535


PRB691056

KB0597979

ODBC query on Display Value for astate does not return the entire DisplayValue


PRB716125

KB0598308

iSQL returns only 16383 bytes even ifa field contains more data















New in the 1.0.10 release

Improvements to timer and duration fields The display format for timer and duration fields hasbeen improved. Queries on timer and duration fieldsnow return the field value in the UTC timezone.You can query the field display value, as shownin the UI, by adding dv_ to the field name. Theproperty LegacyDurationTimeZone has been addedto preserve compatibility with legacy integrations.

Database schema and caching properties The EnableDBSchema andExtendedSchemaCache properties enable you tocontrol how the ODBC driver queries and cachesdatabase schemas.

Notable Fixes


PRB634397

KB0551938

ODBC driver fails to get data orconnect when invoking multiple orparallel connections.


PRB637895 ODBC select query does not returncolumns in the defined order.

1. Using the ODBC driver version1.0.9, run a select query.

2. Note the returned column order israndom.

PRB630646

KB0549682

ODBC driver caches schema betweendifferent connections.


PRB630233

KB0549578

The ODBC driver does not use theSOAP aggregate API for aggregatequeries.


PRB629818

KB0549557

ODBC driver does not optimize selecttop N queries.


Upgrade to JakartaThe upgrade process moves your instance to a new ServiceNow release version. Understand thedifference between upgrading and patching, release definitions, rollback and backup options, and how totest your sub-production and production instance upgrades.









For an in-depth explanation of the upgrade process, refer to Upgrade your instance on page 424.

Before you begin the upgrade process, read the Jakarta release notes on page 4 and review theupgrade and migration tasks for your applications and features.

System upgrades can be significant projects. Each ServiceNow feature release includes major additions,and you should always consider the impact of new functionality on an instance. Upgrading implementsenhancements to all features that are part of the base system or are already active, unless the feature iscustomized on your instance. For a list of all available plugins and whether they are active by default on thebase system, see List of Jakarta plugins.

Careful preparation and knowledge of the available software, tools, and resources can contribute to asuccessful upgrade. In addition to the materials provided by ServiceNow, it is important to understand howyour ServiceNow instance is currently operating and the performance level of key business functionality.Set the expectation with IT and business users that time must be dedicated to preparing for, implementing,and testing ServiceNow upgrades.

If you have any issues during the upgrade process, contact ServiceNow Customer Support. ServiceNowCustomer Support is available 24 hours a day, 7 days a week to assist you with any questions or issues.

For additional help with upgrades, ServiceNow also offers various Production Readiness Services.These services specifically address challenges with instance upgradability, manageability, scalability,and performance. The reviews are performed by a ServiceNow-certified professional consultant, whoprovide recommendations to align customer configurations with ServiceNow best practices. Contact yourServiceNow sales representative for more details.

Upgrade durations in Jakarta

The Jakarta release introduces significantly shorter upgrade durations for in-family Jakarta upgrades. Anin-family upgrade occurs when an instance moves from its current release version to another version inthe same family (for example, patching from Istanbul Patch 6 to Istanbul Patch 7). To learn more about theoptimized upgrade engine, see the System upgrades release notes on page 27.

Supported upgrades

If your instance is more than one release behind, you can still upgrade directly. ServiceNow fully supportsthe current and two previous family releases, as well as any interim hot fixes and patch releases. Formore information about release terminology and availability phases, see the ServiceNow Release Cycle[KB0547244] article in the HI Knowledge Base.

Upgrades vs. patches

ServiceNow organizes its releases into families. A family is a set of releases that are named after a majorcity, such as Helsinki or Istanbul. Within a family, releases are further differentiated by patch and hot fixnumber. For example, the following releases are both part of the Istanbul family:

• Istanbul Patch 6• Istanbul Patch 5 Hot Fix 1

Upgrading is the act of moving to a release that is in a different family than your current release. Forexample, a move from Helsinki Patch 7 to Istanbul Patch 6 is an upgrade because Helsinki and Istanbulare different families.

Patching is the act of moving to a release that is in the same family as your current release. For example,a move from Istanbul Patch 2 to Istanbul Patch 6, is a patch because both versions are part of the Istanbulfamily.



http://www.servicenow.com/services/production-readiness-services.html




In both cases, the target release is Istanbul Patch 6. It is the difference between your current and targetrelease family that determines whether you are upgrading or patching.

Features, patches, and hot fixes

Each release family contains features, patches, and hotfixes.

A feature provides a complete solution that customers can implement to add value to their organization.New features are generally only available as part of a feature release. Features are supported with patchesand hot fixes.

Type Scope

Feature • Introduces new features• Includes all available fixes to existing functionality• Is production-oriented; quality and stability are of the highest priority

throughout the life cycle

Patch • Supports existing functionality with a collection of problem fixes• Generally does not include new features

Hot Fix • Supports existing functionality with a specific problem fix for a featurerelease

• May or may not include any previous fixes for a given release• Does not include new features

For more information about release terminology and availability phases, see the ServiceNow ReleaseCycle [KB0547244] article in the HI Knowledge Base.

Rollbacks and backups

When you plan an upgrade, remember that ServiceNow does not provide a universal rollback option.Rollbacks are available for upgrades (for example, Jakarta patch-to-patch and Jakarta patch-to-hotfix). The rollback window is 10 days by default. You can customize this window by modifying theglide.rollback.expiration_days property. To request a rollback, contact ServiceNow Customer Support.

Avoid restoring a production instance from backup, when possible, due to downtime and data loss.When a problem cannot be solved using other methods, restoring a production instance from backup isa final option. ServiceNow can restore an instance to any point in time, regardless of when a backup iscompleted. ServiceNow provides customer support 24 hours a day, 7 days a week for assistance withcritical post-upgrade issues.

Note: ServiceNow does not perform on-demand backups. Instances are automatically backed updaily during non-peak business hours on schedules defined by ServiceNow. The timing of existingbackup schedules is not adjusted.

Testing throughout upgrades

Testing is an integral portion that occurs after each instance is upgraded. After you upgrade an instance,test and validate it.






This instance naming convention assumes that you have three ServiceNow instances. If you have threeinstances, upgrade your instances in this order:

1. Development

2. Test

3. Production

If you have more or less than three instances, or if you are using Team Development, these instancelabels will be different. In general, upgrade your instances furthest from production towards your productioninstance.

Instance Type of testing required

Development • Conduct smoke tests.

Test • Use the ServiceNow Automated Test Framework to assist you intesting your sub-production instances.

• For extra testing coverage, you can also conduct user acceptancetesting (UAT) on your sub-production instances.

Production • Conduct UAT.

Note: The Automated Test Framework is intended for use onsub-production instances. On your production instance, conductUAT only.

If you encounter any post-upgrade issues, document the issue's conditions, steps to reproduce the issue,and your customizations. Contact ServiceNow Customer Support to open an incident for each issue, andprovide this information accordingly. ServiceNow Customer Support is available 24 hours a day, 7 days aweek to assist you with any questions or issues.

Upgrade your instance

Upgrading and patching your instance requires planning, testing, and validation. To ensure a safe andeffective upgrade, read the release notes, create upgrade plans, and test your upgrade on sub-productioninstances before upgrading your production instance.

These topics contain in-depth explanations about upgrades. For a step-by-step reference of upgrade steps,refer to the Upgrade planning checklist (Jakarta) on page 439.

Phase 1 - Read the release notes and plan your upgrade

Before you begin the upgrade process, it is essential to read the release notes for your target version soyou understand the required upgrade and migration tasks. This information helps you plan a safe andeffective upgrade.

1. Read the release notes for your target version. Review upgrade and migration tasks that you will needto complete before or after your upgrade.

ServiceNow provides release notes for every release. The release notes offer valuable informationabout new functionality, notable changes, and fixes available in a particular version. Read theJakarta release notes on page 4 to determine whether the upgrade contains functionality you




need and fixes that resolve any issues affecting your instance. The release notes can also helpyou determine whether items you previously customized are being upgraded. For Jakarta-specificupgrade considerations, see Upgrade and migration tasks by application or feature on page 435.Fora downloadable, sortable version of Jakarta fixed problems, see KB0623655.

2. Complete the preparation and planning tasks in Phase 2 of the Upgrade planning checklist (Jakarta)on page 439.

The checklist contains a list of planning tasks that guide you through various aspects of upgradepreparation. You are guided through tasks such as scoping, gathering stakeholders, identifyingfeatures to disable and enable, and creating test plans to use throughout the upgrade. Follow thesesteps to ensure that all aspects of your organization are ready for the upgrade.

3. Create a comprehensive test plan that includes test cases for all core instance functionality andintegrations, including any customizations you may have.

To efficiently test and evaluate system functionality, create a set of detailed test scripts for your testingteam to use. You will use this test plan throughout each instance upgrade.

Instance Type of testing required

Development • Conduct smoke tests.

Test • Use the ServiceNow Automated Test Framework to assist youin testing your sub-production instances.

• For extra testing coverage, you can also conduct useracceptance testing (UAT) on your sub-production instances.

Production • Conduct UAT.

Note: The Automated Test Framework is intended for useon sub-production instances. On your production instance,conduct UAT only.

Phase 2 - Prepare for the development instance upgrade

For a better understanding of your production upgrade duration, request a clone of your productioninstance onto a sub-production instance that has similar hardware and your full database. Confirm yourcurrent and target release versions, because you will later use this information when scheduling yourupgrade in HI.

1. On your production instance, create a system clone and select your development instance as theTarget instance.

The clone provides you with an exact copy of production. Performing an upgrade on your clone allowsyou to simulate an upgrade on your production configuration in a sub-production environment. Refer toSystem clone for details.

Important: For effective upgrade testing, use this clone to test on a system that reflects theproduction instance as closely as possible. If your sub-production and production instancesare the same size, include the production audit log and the attachment data on your productionclone. To ensure that all production data is included with the clone, make sure that you clearall the Exclude check boxes on the Request Clone form. On your sub-production instance,replicate typical user behaviors that occur on your production instance to enhance an estimateof your upgrade duration.




2. Confirm the current release version of your production instance.

a) Navigate to System Diagnostics > Stats > Stats.

b) Locate the Build name, Build date, and Build tag.

3. Confirm the target release version that you want to upgrade to.

a) Match the build name to the release name in the release notes.

b) Match the build date and tag to the build date and tag in the release notes.

4. Set expectations for performance during upgrades.

During an upgrade, your performance may be impacted because your nodes initiate the distributionupgrade. All nodes are restarted during an upgrade, but your multi-node instances are available duringan upgrade because ServiceNow instances operate on a multi-node system. This multi-node systemstaggers node distribution upgrades, ensuring that there is at least one active pair of nodes for multi-node instances during an upgrade.

To help you set accurate expectations for performance during upgrades, be aware of the differencesbetween the nodes on your sub-production and production instances. Instances with one nodeexperience a short period of downtime during the upgrade, but multi-node instances do not have UIdowntime. For details on your nodes and their status, see the Upgrade Progress.

Phase 3 - Verify your upgrade configurations and schedule the developmentinstance upgrade in HI

Check the configuration of the Upgrade scheduled job to view how often and when it runs. Reviewinformation about timing your upgrade in coordination with the Upgrade scheduled job. Then, scheduleyour upgrade in HI.

Your upgrades are orchestrated out of your instance, not HI.

HI keeps records of what version you should be running, and your instance periodically queries HI to checkits assigned version. When you designate a time for your upgrade, your instance begins the upgrade atthat time. For example:

1. You schedule an upgrade to Helsinki Patch 2 on November 11, 2016 at 3:00pm PST.

2. HI changes its records to reflect that you should be on Helsinki Patch 2 on November 11, 2016 at3:00pm PST.

3. HI waits for your instance to check in.

4. When your instance pings HI after November 11, 2016, HI tells your instance that it should be onHelsinki Patch 2.

5. Your instance starts the upgrade.

When you schedule an upgrade, you may also need to request an entitlement. Entitlements for newreleases are granted in batches to ensure a high-quality upgrade experience. These entitlement phases



also ensure that there are enough ServiceNow resources to assist customers who are upgrading to alimited-availability release. Refer to the How to upgrade a ServiceNow instance and manage scheduledupgrades [KB0541128] article in the HI Knowledge Base for details.

You must also check the configuration of the Upgrade and Check Upgrade Script sys_triggers, which areessential to making sure your instance upgrades to the correct target version.

sys_trigger Function

Upgrade • Queries HI to ask whether an upgrade is going to happen in a giventime interval, which is determined by the configuration for the Upgradescheduled job.

• Asks whether the instance should be running a different version. Ifso, the distribution for that version is downloaded, and your instanceupgrades to the target version.

Check Upgrade Script • Runs after the distribution has been upgraded.• Performs the database upgrade.

1. Check the configuration of the Upgrade scheduled job to view how often and when it runs.

a) Navigate to System Scheduler > Scheduled Jobs > Scheduled Jobs.

b) In the list, find the Upgrade scheduled job.

c) View the Next action column to determine when the job next runs.

2. Verify that the Upgrade sys_trigger is set properly for upgrading.


b) Find and click the Upgrade scheduled job.

c) Make sure that the Trigger type is set to Interval.

d) Make sure that the System ID is set to None.

3. Verify that the Check Upgrade Script sys_trigger is set properly for upgrading.


b) Find and click the Check Upgrade Script scheduled job.

c) Make sure that the Trigger type is set to Run at System Startup.

4. Schedule the upgrade in HI.

a) Log in to HI.

b) Click Version Management Dashboard.

c) [Partners only] In the search box at the top of the dashboard, specify a company.

d) In the Instance column, locate the instance that you want to upgrade or patch.

e) In the Upgrade Available column for the instance you want to upgrade or patch, click the downarrow to view the versions to which you can upgrade or patch that instance.

If Up to Date appears in this column, no upgrades or patches are available.

f) In the Actions column, click Schedule.If the version does not require an entitlement, this screen appears:





g) Specify a time for the upgrade or patch to take place.

• To start the upgrade or patch when the Upgrade scheduled job runs next, select Right now.• To start the upgrade or patch at a specific date and type, click the calendar icon next to the

Other time field. Then specify a date and time for the upgrade or patch. Enter the time in the24-hour format. For example, if you want to specify 5:00 PM, enter 17:00).

Note: Setting the time for an upgrade or patch is important. Set the upgrade or patch tostart 10–15 minutes before the Upgrade scheduled job runs. This setting allows enoughtime for the upgrade or patch request to update HI's records about which release versionyour instance should be on before the Upgrade scheduled job runs.

h) Click Schedule.A confirmation message appears. If you do not need an entitlement, the change request numberfor your upgrade or patch is included. Click the change request number to view the request.

5. If applicable, request a version entitlement.

a) In the Actions column, click Schedule.If the version does require an entitlement, this screen appears:



b) Click the calendar icon and specify a date and time at least three days in the future.

ServiceNow entitlement managers respond to your entitlement request within three days.


c) Click Schedule.A confirmation message appears. If you need an entitlement, the entitlement request number isincluded. Click the entitlement request number to view the request.

d) If you have any questions about your entitlement, comment on your entitlement request after youhave submitted it.

Phase 4 - Upgrade and validate the development instance

Track the progress of your upgrades with the Upgrade Monitor. For your first sub-production instanceupgrade (your development instance), use the Upgrade Monitor to process the skipped list of records thatwere not addressed in the upgrade. Then identify your update sets and perform functional testing.

The Upgrade Monitor module: Upgrade an individual instance helps you upgrade an individualinstance. You can monitor the progress of an upgrade and resolve conflicts between the upgrade andcustomizations.

1. Using the Upgrade Monitor, monitor the upgrade to your instance and validate that the upgrade to yourdevelopment instance is complete.

2. After the upgrade for your development instance is complete, process the skipped records list in theUpgrade Monitor.



As you are processing the skipped list, you may merge and revert records, resolve conflicts for anindividual record, and make additional customizations. These changes go into the latest version, whichgoes into your current update set.

3. Identify your update sets.

You need these update sets for your subsequent sub-production instances. If there are issues thatmust be addressed after the upgrade, make the appropriate changes and they will go into your currentupdate set. Collect the update sets that:

• Were created while reviewing the skipped updates list.• Were created while changing customizations to work with the latest release.• Must go live immediately after your next upgrade.

Gathering these update sets before your upgrade expedites the process of exporting, importing, andcommitting them onto your other instances. After the correct update sets are identified, follow thestandard process for moving and applying those update sets. Refer to System update sets for details.

4. Before and after upgrading, conduct smoke tests on your development instance. Use yourcomprehensive test plan to perform functional testing.

After upgrading, track any defects or deviations from the pre-upgrade testing results. Defect trackingcan help identify root causes and create fixes. When a fix is identified, capture the fix in a singleupdate set. The resulting update sets hold the cumulative fixes that should be applied to theproduction instance.

To help automate your testing and validation on sub-production instances, use the Automated TestFramework.

Phase 5 - If applicable: Upgrade and validate your other sub-productioninstances, such as your test instance

If you have any other sub-production instances in addition to your development instance, such as a testinstance, request to upgrade these instances. Request these upgrades after you have configured andrefined your development instance. Immediately after the upgrade is complete, apply the post-upgradechanges made to your development instance, including activating optional plugins, installing and upgradingapplications, and applying update sets.

This instance naming convention assumes that you have three ServiceNow instances. If you have threeinstances, upgrade your instances in this order:

1. Development

2. Test

3. Production

If you have more or less than three instances, or if you are using Team Development, these instancelabels will be different. In general, upgrade your instances furthest from production towards your productioninstance.

After you have applied your development update sets to your test instance, perform the following tasks onyour test instance (and other sub-production instances, if applicable).

1. Create a system clone down from your production instance.

2. Schedule the sub-production upgrade in HI and verify your upgrade configurations.

3. Validate that the upgrade to your sub-production instance is complete.

4. Install any optional plugins that were installed on your development instance.

5. Install any custom applications and post-upgrade fix scripts that you need.



6. Install update sets.

Use these update sets to move your initial changes into your subsequent sub-production instances.

7. Perform functional testing and monitor the performance of your instance.

Reproduce the typical user activities that occur on your production instance. The Automated TestFramework can greatly assist you in testing your sub-production instances. For extra testing coverage,you can also conduct user acceptance testing (UAT).

Phase 6 - Prepare to upgrade the production instance

After you have configured and refined your test environment to be a good representation of your productionenvironment, prepare to upgrade your production instance.

To ensure that all stakeholders in your company are prepared for the final production upgrade, completethe administrative planning tasks in Phase 6 of the Upgrade planning checklist (Jakarta) on page 439.When upgrading a production instance:

• Obtain confirmation from IT and management that all sub-production instance defects have been fixed,validated, and included in an update set.

• Use the change management process established by your organization to track the upgrade.• Communicate effectively with your user community regarding changes, new features, and process

updates resulting from the upgrade.• Negotiate a suitable upgrade time for all users of the ServiceNow system.

For example, schedule the upgrade after hours, to minimize impact to your users. Remember toschedule the upgrade to occur 15–20 minutes before the Upgrade scheduled job interval.

• Allow time in your change window to run all test cases and validate that all integrations, key businessfunctionality, and system performance are acceptable. Add a time buffer for responding to errorswithout breaching the change window.

1. Profile the performance of your instance before upgrading.

Pre-upgrade instance validation can provide a reliable benchmark of the current operatingenvironment and alert you to any issues that may appear after the upgrade. For example, it sometimesappears that specific functionality is broken by an upgrade. Analysis might show that the functionalitydid not work properly in the production instance, even before the upgrade.

Before performing the upgrade, analyze the current operating environment. Specifically, review:

• Key functionality• Integrations• Instance performance

2. Use the ServiceNow Performance homepage to document the performance of your instance beforethe upgrade.

You will later compare and contrast this information during your post-upgrade validation and testing.Benchmarks will be different for each of your instances.

To access the ServiceNow Performance homepage:

a) Log in to your instance.

b) From the list in the top left of the instance homepage, select ServiceNow Performance.



3. On your clone, perform functional testing and monitor the performance of your instance.

Replicate typical user behaviors that occur on your production instance. Assign a consistent core teamof power users and key stakeholders to validate important functionality in the ServiceNow instancebefore and after upgrades.

Phase 7 - Upgrade the production instance

After you have upgraded your development, sub-production, and test instances, upgrade your productioninstance last. Then validate that the upgrade was complete, apply update sets and fix scripts, and performpost-upgrade user acceptance testing (UAT).

1. Schedule the upgrade in HI.

a) Log in to HI.

b) Click Version Management Dashboard.

c) [Partners only] In the search box at the top of the dashboard, specify a company.

d) In the Instance column, locate the instance that you want to upgrade or patch.

e) In the Upgrade Available column for the instance you want to upgrade or patch, click the downarrow to view the versions to which you can upgrade or patch that instance.

If Up to Date appears in this column, no upgrades or patches are available.

f) In the Actions column, click Schedule.If the version does not require an entitlement, this screen appears:



g) Specify a time for the upgrade or patch to take place.

• To start the upgrade or patch when the Upgrade scheduled job runs next, select Right now.• To start the upgrade or patch at a specific date and type, click the calendar icon next to the

Other time field. Then specify a date and time for the upgrade or patch. Enter the time in the24-hour format. For example, if you want to specify 5:00 PM, enter 17:00).


h) Click Schedule.A confirmation message appears. If you do not need an entitlement, the change request numberfor your upgrade or patch is included. Click the change request number to view the request.

2. If applicable, request a version entitlement.

a) In the Actions column, click Schedule.If the version does require an entitlement, this screen appears:



b) Click the calendar icon and specify a date and time at least three days in the future.

ServiceNow entitlement managers respond to your entitlement request within three days.


c) Click Schedule.A confirmation message appears. If you need an entitlement, the entitlement request number isincluded. Click the entitlement request number to view the request.

d) If you have any questions about your entitlement, comment on your entitlement request after youhave submitted it.

3. Monitor the upgrade to your instance and validate that the upgrade to your production instance iscomplete.

There are several methods of verifying that your upgrade is complete:

• Navigate to the System Diagnostics > Upgrade Monitor.• Navigate to System Diagnostics > Upgrade Log and locate the Notifying HI that

upgrade has been completed message.• Navigate to System Definition > System Upgrades. Information about all system upgrades is

listed.• Navigate to System Diagnostics > Upgrade History and search for the most recent upgrade.

4. Apply any update sets and post-upgrade fix scripts that you have.

5. Validate and test your instance by conducting user acceptance testing (UAT).



Troubleshooting and other upgrade resources

Use this information to troubleshoot post-upgrade issues and learn more about other aspects ofServiceNow's upgrade process.

Evaluate log data

Performance and operating information is available in the system logs, which offer an excellent source ofinformation for evaluating the inner workings of a ServiceNow instance. Use this information to help resolveas many errors as possible. To access the log data, navigate to System Logs > System Log > Errors.

Note: Not all errors in the error log are results of your upgrade. Error messages are often presentin pre-upgrade instances, and many of these messages do not affect users or performance.

Upgrade duration

The performance of the upgrade engine is significantly enhanced, especially for in-family upgrades. In-family upgrades are those in which the name of the release has not changed but the version number has,such as for patches and hot fixes. For example, an upgrade from Istanbul Patch 1 to Istanbul Patch 2 is anin-family upgrade but from any Istanbul release to any Jakarta release is not. The upgrade engine is onlyoptimized for in-family upgrades in Jakarta and later releases.

Note: The performance improvement can be significant enough to cause concern that yourupgrade may not have run properly. As always, test your upgrades, but do not assume that theupgrade was unsuccessful based just on the time it took to execute.

Other resources

• Quarterly Patching Program - Customer FAQ

Upgrade and migration tasks by application or feature

Complete the upgrade tasks where necessary to prepare an application or feature for the upgrade process,and complete appropriate migration tasks after the upgrade to protect your data and customizations fromchanges to the system.

Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.

Application or feature Details

Agile Development Installing Agile Development 2.0 replaces the existing Agile Development,if already installed. Review Agile Development upgrade information onpage 34 before activating Agile Development 2.0.

Calendars andschedules

Starting with the Jakarta release, the Fiscal calendar is a platform featureand is no longer dependent on Financial Management.





CMDB CMDB content undergoes table per partition table flattening duringupgrade. This change does not have a performance impact and istransparent to users. Customers with a large CMDB table may experiencea longer upgrade duration. See KB0635006.

Customer ServiceManagement

Upgrading an instance brings back demo data for the Customer ServiceManagement Demo Data plugin (com.snc.customerservice.demo) evenif the demo data was previously deleted. For more information, seeKB0634950.

Dashboards Review Dashboard upgrade information for information about responsivecanvas and dashboard versions of homepages.

Discovery Discovery identifiers were replaced in the Geneva release, but somesystems that were upgraded from pre-Geneva versions to Jakarta mightstill be using legacy identifiers. A system property allows these customersto switch to the CMDB identifiers. It is important to note that if ServiceMapping is active on your instance, the CMDB identifiers are always used,regardless of how this property is configured.

Edge Encryption Because the Edge Encryption proxy server requires at least 4 GBof memory, 32-bit JREs and 32-bit operating systems are no longersupported starting with the Jakarta release. Review the Edge Encryptionsystem requirements and limitations to ensure an optimal environment foryour implementation.

When upgrading the Edge Encryption proxy server to the Jakarta release,use the new command-line upgrade commands.

• Manually upgrade an Edge Encryption proxy server running onWindows

• Manually upgrade an Edge Encryption proxy server running on Linux

Financial Management Financial Management is no longer dependent on its use of IT DataMart.The DataMart Definitions have been upgraded to Financial ManagementSegments in Istanbul. New segments required for cost model or budgetmodel must henceforth be created in Financial Management Segments.

HR Service Delivery HR data migration is recommended when you are upgrading fromthe global version of HR to the scoped version. The Istanbul releaseintroduced the scoped version of HRSM. The scoped version preventsusers outside of HR from accessing HR data.

Customers already on the scoped version of HR do not need to migratetheir data.







ITSM Guided Setup A new plugin that provides a new, process-centric version of guidedsetup is introduced in this release. The ITSM Guided Setup plugin(com.snc.guided_setup_metadata.itsm) is active by default for newcustomers. Upgrading customers can activate the plugin to view the newversion of guided setup.

One or both versions appear as modules in the navigation pane or as linkson the System Administration homepage. They appear as ITSM GuidedSetup or ITSM Guided Setup (Old). ITSM Guided Setup (Old) takesyou to the guided setup created in the Helsinki and Istanbul releases. Theadministrator can hide the version that you do not want to use.

Note: The plugin name, ITSM Guided Setup, is the same for bothold and new versions, but the plugin ID is different.

KnowledgeManagement

Review the content in the community page for Knowledge upgrade bestpractices at All things Upgrade considered on Knowledge v2 to v3.

MID Server • To understand how the IP range auto-assignment feature affects IPranges defined in version prior to Jakarta, see View automation statussets and IP range assignments.

• Customers who use network service providers must request specificSNMP access to use MID Server IP range auto-assignment. SeeRequired SNMP OIDs for MID Server IP range auto-assignment fordetails.

• In Jakarta, the MID Server can run SSH commands using eitherthe J2SSH client or the proprietary ServiceNow® SNCSSHclient. When you upgrade from Dublin or earlier, the MID Serverproperty that controls the SSH client selection is not active inyour upgraded instance, and the MID Server will use the J2SSHclient by default. To enable the SNCSSH client, you must add themid.property.ssh.use_snc MID Server property and set it to true.Instances upgraded from Eureka or later have the SNCSSH clientenabled by default, and no configuration is required. For details, seeMID Server properties.

Notifications To enable randomized watermarks in email notifications forupgraded instances, activate the Random Watermark Support(com.glide.email.random_watermark) plugin. This plugin includessystem properties for managing a watermark transition period, duringwhich the system recognizes both randomized watermarks and non-randomized watermarks in emails created before upgrading. For details,see Notifications upgrade information on page 18.





Notify If the Legacy Notify plugin (com.snc.notifynow) is activated on theinstance:

• The Legacy Notify plugin and the Notify plugin (com.snc.notify) cancoexist and work independently because they use different tables,properties, and API namespaces. You must also use two differentTwilio accounts for both plugins to work.

• The Legacy Notify plugin and the Notify plugin (com.snc.notify) canbe simultaneously instantiated on the same instance. However, theapplications must be configured with different Twilio accounts orsubaccounts.

• Notify account setup can be configured for a single number within anaccount (Legacy Notify) or for multiple numbers (Notify).

• Conference call flow is hard-coded in Legacy Notify. Notify uses aworkflow-driven conference call approach.

• Legacy Notify and Notify use independent properties and schemas.• Legacy Notify modules are moved to the Notify menu in the application

navigator.• Notify includes the notifynow_admin user role.• Updates the Category field for all workflow activity to display Legacy

Notify rather than NotifyNow.

If the Incident Alert Management plugin (com.snc.iam) is activated on theinstance:

• And Notify is activated for the first time, the appropriate scripts areinstalled for Notify integration.

• And Legacy Notify has been previously configured with IncidentAlert Management and the Notify plugin is activated, Incident AlertManagement continues to use Legacy Notify properties.

• To switch to the Notify plugin, configure the Twilio account andupgrade the Incident Alert Management plugin.

If the On-Call Scheduling plugin (com.snc.on_call_rotation) is activated onthe instance, the appropriate files related to On-Call Scheduling and Notifyare installed.

Platform Security The Contextual Security: Role Management V2 plugin prevents duplicateentries caused by inherited roles in the User Roles [sys_user_has_role]table. This plugin is automatically installed on new instances starting withthe Jakarta release and can be activated for upgrades. If upgrading toJakarta from a previous release, you can manually upgrade to ContextualSecurity: Role Management V2.

Search administration To enable scoring knowledge documents by inverse term frequency,regenerate the index for the knowledge table.

Note: Regenerating an index may take a while to completedepending on table size and other factors. You may noticeperformance degradation or incomplete search results while thesystem regenerates the index.





Application administration is enabled for Security Incident Response bydefault. Before upgrading, verify whether you have added custom tablesto Security Incident Response. If so, and your custom tables rely onglobal ACLs, you may need to recreate those global ACLs in the SecurityIncident Response scope after the upgrade. If you added custom roles orcustom ACLs, retest them after the upgrade and ensure the assignableby attribute on the roles is set correctly to allow access to applicationadministration.

After you upgrade, modify any custom integrations that write or readSecurity Incident observables to use the Observables table and the newm2m with Security Incident. The Context field in the m2m table definesthe relationship of the observable to the security incident for ObservableTypes, such as IP (Source or Destination) and URL (Referrer).

Service Catalog Before upgrading, you should be aware of changes made to theunderlying service catalog data model. These changes affect that way youimplement multiple service catalogs. For details, see Upgrade to multipleservice catalogs.

If you are upgrading from a version prior to the Fuji release, see Migratecart layouts.


If you are using the existing Software Asset Management plugin feature(com.snc.software_asset_management) on a release prior to Jakarta, youare using a feature of the Asset Management application. After upgradingto Jakarta, you can continue to use the Software Asset Managementplugin feature.

To migrate to the Software Asset Management application(com.snc.samp), consult your service manager.

Time Cards When you upgrade to the Jakarta release, some changes are made tothe time cards. For details, see Time Card upgrade information on page48.

Upgrades Under certain conditions, a family upgrade to Jakarta can take anextremely long time. For those conditions, see KB0623275.

Workflow The table cleaner for workflow context records is enabled by default.In previous releases, the default setting was disabled to improveperformance, which is unnecessary in this release. If you prefer the tablecleaner to not run, you can disable it manually.

Upgrade planning checklist (Jakarta)

Plan and track the activities related to your ServiceNow instance upgrade. To help ensure that youcomplete all the tasks for a successful upgrade, follow the step-by-step instructions in the upgradeplanning checklist to track and plan the upgrade.

This topic contains step-by-step upgrade instructions. To download a PDF version of this checklist, clickhere. For in-depth explanations about upgrades, refer to Upgrade your instance on page 424.



https://hi.service-now.com/sys_attachment.do?sys_id=5a72e556db137604f9f77c541f96197e


Some optional steps may not be appropriate depending on the number of instances, customizations, andso forth. Mark the ones you do not need in the N/A column.

Note: The process for completing steps for self-hosted customers may vary (for example,requesting an instance clone or upgrades). These differences must be considered during planning.

Customer name:

Product instance name: https://[instancename].service-now.com

Other instance names https://[instancename].service-now.com https://[instancename].service-now.com

Description Yes No N/A Comments

Phase 1 - Read the release notes and plan your upgrade

1 Review the Jakarta releasenotes on page 4 for thetarget ServiceNow featurerelease and patch, in additionto product and releasedocumentation.

For Jakarta-specific upgradeconsiderations, see Upgradeand migration tasks byapplication or feature on page435.

Phase 2 - Complete these planning tasks.

2 Confirm which ServiceNowinstances are in-scope forupgrade.

3 Confirm the instancehosting model. For example,ServiceNow cloud, on-premise,or off-premise.

4 Confirm your current releaseversion.

5 Confirm your target releaseversion.

6 Based on the Jakarta releasenotes on page 4 and otherrelease materials, determinenew functionality or notablechanges that need to bevalidated after the upgrade.




7 Confirm plans to enable ordisable features introduced inthe new product release.

8 Review the supported webbrowsers to determine browserprerequisites. For example,versions and types supported,and additional requirements fornew UI versions. Compare thesesupported browsers to yourcorporate standard and identifyany gaps.

9 Create a project plan for cloning,upgrading, and testing.

10 Identify the core team oftesters, power users, and keystakeholders required to validatefunctionality in the ServiceNowinstances before and after theupgrade.

11 Confirm whether there areany change freeze windowsimpacting the timing forenvironment clones orupgrades. For example, endquarter.




12 Confirm which of the followingsituations applies to yourServiceNow sub-productioninstances:

1. Development and testingcan be frozen until theproduction upgrade iscompleted.

2. Continued development(and testing) activitiesneed to continue in a sub-production instance whileupgrade, remediation,and testing activities areperformed in parallel onanother instance.

3. Once the final upgrade toyour production instanceis complete, the cloningof your final productioninstance to your sub-production instance will waituntil after the productionupgrade is complete.

13 Confirm the availability of othersystems required for integrationtesting (key resources andenvironments).

14 Confirm whether there are anyrestrictions in which ServiceNowinstances can be used forintegration testing. For example,an interfacing system is onlyset up to access a specificServiceNow test instance.

15 Confirm the testing scope andapproach.

16 Create a comprehensive testplan including test cases for allcore instance functionality andintegrations.

17 Confirm the method for trackingany defects identified duringtesting.




18 Create a high-levelimplementation plan that covers:

• the sequence and timing toupgrade sub-production andproduction instances

• the instances to be cloned• the instance to be used for

integration testing.

19 Confirm whether there areany change freeze windowsimpacting the timing forenvironment clones orupgrades. For example, endquarter.

Responsible: ServiceNow orCustomer

20 Determine whether existinginternal training materials,Knowledge Base articles in thecustomer instance, or othersupporting documentation mustbe updated to align with theupgraded version. For example,changes in functionality or userinterface.

Optional: Schedule theServiceNow ConfigurationReview, which providesrecommendations to align thecustomer configurations withServiceNow best practices.

Note: There may bea service charge andrequire professionalservices engagement.






22 On your production instance,create a system clone andselect your developmentinstance as the Targetinstance. Notify impacted usersand internal stakeholders of thescheduled date/time for cloning(from production) and upgradeof the sub-production instance.

Note: It is important totest on a system thatreflects the productioninstance as closelyas possible. If yoursub-production andproduction instances arethe same size, includethe production auditlog and the attachmentdata, and ensure thatyou have deselected theexclude options.

Phase 3 - Verify your upgrade configurations and schedule the development instance upgrade in HI

23 Check the configuration of theUpgrade scheduled job to viewhow often and when it runs.

24 Verify that the Upgradesys_trigger is set properly forupgrading.

25 Verify that the Check UpgradeScript sys_trigger is set properlyfor upgrading.

26 Schedule the upgrade in HI.

27 If applicable, request a versionentitlement.

Phase 4 - Upgrade and validate the development instance

28 Using the Upgrade Monitor,monitor the upgrade to yourinstance and validate that theupgrade to your developmentinstance is complete.




29 After the upgrade for yourdevelopment instance iscomplete, process the skippedrecords list in the UpgradeMonitor.

30 Identify your update sets.

31 Before and after upgrading,conduct smoke tests on yourdevelopment instance. Useyour comprehensive test plan toperform functional testing.

Phase 5 - If applicable: Upgrade and validate your other sub-production instances, such as yourtest instance

32 On your production instance,create a system clone andselect your developmentinstance as the Targetinstance.

33 Schedule the sub-productionupgrade in HI and verify yourupgrade configurations.

34 Validate that the upgrade toyour sub-production instance iscomplete.

35 Install any optional pluginsthat were installed on yourdevelopment instance.

36 Install any custom applicationsand post-upgrade fix scripts thatyou need.

37 Install update sets.

38 Perform functional testing andmonitor the performance of yourinstance.

Phase 6 - Prepare to upgrade the production instance




39 Confirm sign-off from IT andBusiness stakeholders that allsub-production instance defectshave been fixed and validated inupdate sets.

Responsible: Customer

40 Confirm the core team of keystakeholders required to validatefunctionality in the ServiceNowinstance after the productionupgrade.


41 Confirm coverage for Day 1support post-upgrade.


42 Create a Production UpgradeImplementation Plan thatincludes all upgrade steps,roles and responsibilities,communication plans, keycontacts, support coverage forDay 1, and so forth.


43 Schedule a walkthrough andsign-off of the ImplementationPlan with key stakeholders andthe core team.


44 Submit and obtain approvalsfor change records as requiredby the organization changeprocess.


45 Send a communication to keystakeholders and end userswith details for the productionupgrade outage, new features,and so forth.


46 Profile the performance of yourinstance before upgrading.




47 Use the ServiceNowPerformance homepage todocument the performanceof your instance before theupgrade.

48 On your clone, performfunctional testing and monitorthe performance of yourinstance.

Phase 7 - Upgrade the production instance

49 Schedule the upgrade in HI.

50 If applicable, request a versionentitlement.

51 Monitor the upgrade to yourinstance and validate that theupgrade to your productioninstance is complete.

52 Apply any update sets and post-upgrade fix scripts that youhave.

53 Validate and test your instanceby conducting user acceptancetesting (UAT). Verify with all keystakeholders that the systemis performing properly afterproduction upgrade, and keyfunctionality is available.

Upgrade to Jakarta from HelsinkiWhen you upgrade from the Helsinki release to the Jakarta release, understand the fixes in each releaseversion, notable changes for the user interface, browser support, plugin updates, and each feature'supgrade and migration tasks if applicable.

Release notes for upgrade from Helsinki to Jakarta

Before you upgrade from Helsinki to Jakarta, read the release notes for information about new features,notable changes, and fixes to existing functionality.



New features and changes in Istanbul and Jakarta

Each release family contains new functionality. Read to the release notes for details on the new featuresand changes in Istanbul and Jakarta.

• Istanbul release notes• Jakarta release notes on page 4

Patch and hot fix release notes

Patches and hot fixes contain security fixes as well as fixes for products and applications. These fixes arelisted in each family's Available Versions.

• Available versions (Istanbul)• Available versions (Jakarta) on page 102

Patch release notes are organized into three sections.

Release notes section Type of information

Security-related fixes Contains a KB article with details on the patch's fixed security bugs

Notable fixes Lists important fixed PRBs in the patch

Important: Examine the notable fixes in each patch and consideradding them to your upgrade testing plans. For information onhow to test different instances during upgrades, refer to Upgradeto Jakarta on page 421.

All other fixes Lists all other fixed PRBs in the patch

Refer to the Known Error Portal to quickly locate Known Error articles related to the various releases.

Upgrade instructions

After you have reviewed the release notes and patch information to understand all the changes that will beimplemented in Jakarta, you can start upgrading your instance. For an overview of the upgrade process,release definitions, and upgrade testing, refer to Upgrade to Jakarta on page 421.

For a step-by-step guide through the upgrade process, refer to Upgrade your instance on page 424 andthe Upgrade planning checklist (Jakarta) on page 439.

User interface in Jakarta

There were no significant user interface changes from Helsinki to Jakarta - both releases are displayed inUI16. List v3 was introduced in Helsinki, and it is available for use in Jakarta.

UI16

The UI16 interface provides an updated look and usability improvements.


https://docs.servicenow.com/bundle/istanbul-release-notes/page/release-notes/istanbul-release-notes.html

https://docs.servicenow.com/bundle/istanbul-release-notes/page/release-notes/r_AvailableVersions.html



Notable features include real-time form updates, user presence, a redesigned application navigator withtabs for favorites and history, and enhanced activity streams. UI16 is the default user interface for newinstances. For upgraded instances, an administrator must activate UI16.



Figure 1: UI16 user interface



Table 8: UI16 components

Component Description

Banner frame Runs across the top of every page and containsa logo and the following information, controls,and tools.

• User menu provides options to access yourprofile and preferences. Administrators canimpersonate users and elevate their securityrole.

•

Connect sidebar icon ( ): Lets youbegin or continue conversations. This icon isavailable if Connect is enabled.

•

Global text search icon ( ): Finds recordsfrom multiple tables.

•

Help icon ( ): Opens the help panel withembedded help, where available. If thereis no embedded help, it offers help searchoptions.

•

Gear icon ( ): Opens the System settingsfor the user interface (UI).

Application navigator Also called the left-navigation bar. Provides linksto all applications and modules. See Applicationnavigator.

Content frame Displays information such as lists, forms,homepages, and wizards.

The Edge The Edge is removed in UI16. The collapsedview of the UI16 application navigator is similarto the Edge.

List v3 in Jakarta

List v2 is the default version of lists and is supported in all versions of the UI. Users with the admin rolecan activate List v3, which is supported in UI16 only. Even when List v3 is activated, some UI16 lists maydisplay in List v2. For details, see List v3 compatibility.

For details on how to activate and administer List v3, refer to List v3 administration.

Visual differences between List v2 and List v3

If you are unsure whether a list is v2 or v3, look for the following identifiers.

• The personalize list gear icon appears in the upper left corner of v2 lists. The personalize list option islocated in the List title menus.



• Page controls appear in the list title bar of v2 lists.• The list mode toggle appears in the list title bar of v3 lists. You can switch between the standard list

mode, called Grid mode, and a Split list and form mode.• Avatars appear by user names in v3 lists.• Page controls appear in a footer at the bottom of the page for v3 lists.• The response time indicator does not appear on the bottom, right of v3 lists. You can create a property

to display the response time in milliseconds (ms) on the lower left in the List v3 footer.

Figure 2: List v2 identifiers



Figure 3: List v3 identifiers

For more information on the differences between List v2 and v3, see the comparison of List v2 and List v3.



Notable changes in Jakarta

Complete the upgrade tasks where necessary to prepare an application or feature for the upgrade process,and complete appropriate migration tasks after the upgrade to protect your data and customizations fromchanges to the system.

Notable changes to applications and features



Agile Development Installing Agile Development 2.0 replaces the existing Agile Development,if already installed. Review Agile Development upgrade information onpage 34 before activating Agile Development 2.0.

Calendars andschedules

Starting with the Jakarta release, the Fiscal calendar is a platform featureand is no longer dependent on Financial Management.

Change Management If you are upgrading from a release prior to Geneva, you can chooseto activate Change Management core, State Model, Standard changecatalog, and Mass updates CI plugins. After you activate the ChangeManagement core plugin you must perform specific tasks to ensure thatchange types and customizations are updated. For details, see MigrateChange Management from releases prior to Geneva.

Computer TelephonyIntegration (CTI)

The requirements for the sys_cti_rule parameter have changed. See theComputer telephony integration release notes for details.

In preparation for your upgrade to Istanbul, ensure that you have aworking CTI integration. Make and test the changes on an upgradednon-production instance before using the feature in production. Forinstructions, see KB0620953.

CMDB CMDB content undergoes table per partition table flattening duringupgrade. This change does not have a performance impact and istransparent to users. Customers with a large CMDB table may experiencea longer upgrade duration. See KB0635006.

Connect If you are currently using the legacy chat feature to provide help desksupport, close any open help desk chats before activating ConnectSupport. Legacy chat and Connect Support cannot be used concurrently.When you activate Connect Support, the system automatically sets thestate of all Chat Queue Entry [chat_queue_entry] records to ClosedComplete. This ends any open help desk chats.

Customer ServiceManagement

Upgrading an instance brings back demo data for the Customer ServiceManagement Demo Data plugin (com.snc.customerservice.demo) evenif the demo data was previously deleted. For more information, seeKB0634950.



https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/change-management/task/migrate-change-mgmt-pre-geneva.html

https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/change-management/task/migrate-change-mgmt-pre-geneva.html

https://docs.servicenow.com/bundle/istanbul-release-notes/page/release-notes/servicenow-platform/computer-telephoney-integration-rn.html







Discovery • The VMware - vCenter probe that discovered all vCenter objects inprevious releases is deprecated in the Istanbul release and replacedby multiple probes. For details about the new probes and stepsyou need to take to protect your customizations, see vCenter probeupgrade.

• When you upgrade to Istanbul from a pre-Geneva release, you canstill use the legacy identifiers provided with your instance or switch tothe new CMDB identifiers by setting a system property. It is importantto note that if Service Mapping is active on your instance, the CMDBidentifiers are always used regardless of the property value. Fordetails, see Discovery identifiers.

• Upgrades to versions prior to Istanbul Patch 5 can take an excessiveamount of time if the Discovery Log [discovery_log] or TCP Connection[cmdb_tcp] table contains a very large number of records. Upgradeperformance issues occur when the sys_domain and sys_domain_pathfields, used by domain separated systems, are added and populated inthese tables. To improve performance, reduce the number of rows inthe discovery_log or cmdb_tcp table prior to upgrading to ensure theycontain somewhat less than 1 million rows.

Important: If you remove records from the TCP Connection[cmdb_tcp] table, be sure to run any required Discovery afterthe upgrade to repopulate the table.

Discovery Discovery identifiers were replaced in the Geneva release, but somesystems that were upgraded from pre-Geneva versions to Jakarta mightstill be using legacy identifiers. A system property allows these customersto switch to the CMDB identifiers. It is important to note that if ServiceMapping is active on your instance, the CMDB identifiers are always used,regardless of how this property is configured.

Edge Encryption Because the Edge Encryption proxy server requires at least 4 GBof memory, 32-bit JREs and 32-bit operating systems are no longersupported starting with the Jakarta release. Review the Edge Encryptionsystem requirements and limitations to ensure an optimal environment foryour implementation.

When upgrading the Edge Encryption proxy server to the Jakarta release,use the new command-line upgrade commands.

• Manually upgrade an Edge Encryption proxy server running onWindows

• Manually upgrade an Edge Encryption proxy server running on Linux

Event Managementand Service Analytics

During an upgrade to the Istanbul release, a script converts and movesEvent Management rules and events for the release. Even though thisscript runs automatically, there are configuration tasks you must completeafter the upgrade. For more information, see Upgrade tasks for EventManagement.


https://docs.servicenow.com/bundle/istanbul-it-operations-management/page/product/discovery/reference/vcenter-probe-sensor-upgrade.html

https://docs.servicenow.com/bundle/istanbul-it-operations-management/page/product/discovery/reference/vcenter-probe-sensor-upgrade.html

https://docs.servicenow.com/bundle/istanbul-it-operations-management/page/product/discovery/concept/c_DiscoveryIdentifiers.html

https://docs.servicenow.com/bundle/istanbul-release-notes/page/release-notes/it-operations-management/c_EMUpgrade.html

https://docs.servicenow.com/bundle/istanbul-release-notes/page/release-notes/it-operations-management/c_EMUpgrade.html



Financial Management Financial Management is no longer dependent on its use of IT DataMart.The DataMart Definitions have been upgraded to Financial ManagementSegments in Istanbul. New segments required for cost model or budgetmodel must henceforth be created in Financial Management Segments.

GRC: Policyand ComplianceManagement

The GRC: UCF Import (com.snc.ucf_import_add_on) plugin wasdeprecated and replaced by the new GRC: Compliance UCF(com.sn_comp_ucf) plugin. See Policy and Compliance UCF upgradeinstructions on page 40.

Note: If your GRC entitlement date is before December 1, 2016,you are entitled to a free UCF CCH account for the period ofDecember 1, 2016 through November 30, 2018. For customerson Helsinki (Patch 7 and above), or Istanbul and whose effectiveGRC entitlement date start on Dec 1, 2016 or after, you needto sign up for a UCF CCH account and customize your basicsubscription to include API Access. For more information aboutestablishing a UCF CCH account, see Unified Compliance.

HR Service Delivery HR data migration is recommended when you are upgrading fromthe global version of HR to the scoped version. The Istanbul releaseintroduced the scoped version of HRSM. The scoped version preventsusers outside of HR from accessing HR data.

Customers already on the scoped version of HR do not need to migratetheir data.


ITSM Guided Setup A new plugin that provides a new, process-centric version of guidedsetup is introduced in this release. The ITSM Guided Setup plugin(com.snc.guided_setup_metadata.itsm) is active by default for newcustomers. Upgrading customers can activate the plugin to view the newversion of guided setup.

One or both versions appear as modules in the navigation pane or as linkson the System Administration homepage. They appear as ITSM GuidedSetup or ITSM Guided Setup (Old). ITSM Guided Setup (Old) takesyou to the guided setup created in the Helsinki and Istanbul releases. Theadministrator can hide the version that you do not want to use.

Note: The plugin name, ITSM Guided Setup, is the same for bothold and new versions, but the plugin ID is different.


https://commoncontrolshub.com/pricing/

https://www.unifiedcompliance.com/company



KnowledgeManagement


Some of the key differences between Legacy Knowledge and Knowledgev3 are:

• Multiple knowledge bases (instead of one knowledge base)• Separate customizable workflows available for each knowledge base

(instead of a single lifecycle shared by all articles)• Category structure that supports any number of levels (instead of a

two-level organizational structure using Topic and Category)• Permissions defined per knowledge base and article, using user

criteria (instead of per article, using roles and ACLs)

For additional upgrade considerations, see the links under Migrate.

KnowledgeManagement


MID Server • To understand how the IP range auto-assignment feature affects IPranges defined in version prior to Jakarta, see View automation statussets and IP range assignments.

• Customers who use network service providers must request specificSNMP access to use MID Server IP range auto-assignment. SeeRequired SNMP OIDs for MID Server IP range auto-assignment fordetails.

• In Jakarta, the MID Server can run SSH commands using eitherthe J2SSH client or the proprietary ServiceNow® SNCSSHclient. When you upgrade from Dublin or earlier, the MID Serverproperty that controls the SSH client selection is not active inyour upgraded instance, and the MID Server will use the J2SSHclient by default. To enable the SNCSSH client, you must add themid.property.ssh.use_snc MID Server property and set it to true.Instances upgraded from Eureka or later have the SNCSSH clientenabled by default, and no configuration is required. For details, seeMID Server properties.

Notifications To enable randomized watermarks in email notifications forupgraded instances, activate the Random Watermark Support(com.glide.email.random_watermark) plugin. This plugin includessystem properties for managing a watermark transition period, duringwhich the system recognizes both randomized watermarks and non-randomized watermarks in emails created before upgrading. For details,see Notifications upgrade information on page 18.



https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/product/knowledge-management/topic/p_KnowledgeManagment.html




Notify If the Legacy Notify plugin (com.snc.notifynow) is activated on theinstance:

• The Legacy Notify plugin and the Notify plugin (com.snc.notify) cancoexist and work independently because they use different tables,properties, and API namespaces. You must also use two differentTwilio accounts for both plugins to work.

• The Legacy Notify plugin and the Notify plugin (com.snc.notify) canbe simultaneously instantiated on the same instance. However, theapplications must be configured with different Twilio accounts orsubaccounts.

• Notify account setup can be configured for a single number within anaccount (Legacy Notify) or for multiple numbers (Notify).

• Conference call flow is hard-coded in Legacy Notify. Notify uses aworkflow-driven conference call approach.

• Legacy Notify and Notify use independent properties and schemas.• Legacy Notify modules are moved to the Notify menu in the application

navigator.• Notify includes the notifynow_admin user role.• Updates the Category field for all workflow activity to display Legacy

Notify rather than NotifyNow.

If the Incident Alert Management plugin (com.snc.iam) is activated on theinstance:

• And Notify is activated for the first time, the appropriate scripts areinstalled for Notify integration.

• And Legacy Notify has been previously configured with IncidentAlert Management and the Notify plugin is activated, Incident AlertManagement continues to use Legacy Notify properties.

• To switch to the Notify plugin, configure the Twilio account andupgrade the Incident Alert Management plugin.

If the On-Call Scheduling plugin (com.snc.on_call_rotation) is activated onthe instance, the appropriate files related to On-Call Scheduling and Notifyare installed.

On-Call Scheduling Upgrading from previous versions is automatic, and all events arerecorded in the upgrade logs (System Diagnostics > Upgrade History).

• The existing On-Call plugin has been changed. When you upgrade, theplugin changes are applied automatically (this action is not optional).

• The group device functionality is deprecated in favor of a Catch Allperson.

• On-call Scheduling replaces the existing business rules for escalationswith escalations based on Graphical Workflow.

• The workflow uses Notification Activities, so it sends emails and notSMS messages. It must be modified to use Create Events activities tosend SMS messages.

See Upgrade to on-call scheduling for links to other changes that youshould be aware of as you as you transition to on-call scheduling.


https://docs.servicenow.com/bundle/istanbul-it-service-management/page/administer/on-call-scheduling/concept/c_UpgradeToOnCallScheduling.html



Platform Security The Contextual Security: Role Management V2 plugin prevents duplicateentries caused by inherited roles in the User Roles [sys_user_has_role]table. This plugin is automatically installed on new instances starting withthe Jakarta release and can be activated for upgrades. If upgrading toJakarta from a previous release, you can manually upgrade to ContextualSecurity: Role Management V2.

Project Portfolio Suitewith Financials

When you upgrade to Istanbul release, some changes are made to theresource plans. For details, see Project Portfolio Suite with Financialsupgrade information.

Reporting Report Charting v2 is automatically used, and Reporting v1 can no longerbe used after an instance is upgraded.

The Report Charting v2 plugin uses the Highcharts charting library togenerate reports on the client. This plugin generates all the reports in theServiceNow report set.

Note: Scheduled reports, custom charts, and reports saved asPDF are generated on the server using the Highcharts chartinglibrary. As a result, these types of reports sometimes appeardifferently than reports generated on the client side.

Search administration To enable scoring knowledge documents by inverse term frequency,regenerate the index for the knowledge table.

Note: Regenerating an index may take a while to completedepending on table size and other factors. You may noticeperformance degradation or incomplete search results while thesystem regenerates the index.


After you upgrade, modify any custom integrations that write or readSecurity Incident observables to use the Observables table and the newm2m with Security Incident. The Context field in the m2m table definesthe relationship of the observable to the security incident for ObservableTypes, such as IP (Source or Destination) and URL (Referrer).

Service Catalog Changes in the underlying service catalog data model affect the way youimplement multiple service catalogs. These changes are automatic, butmight impact your instance if you have made customizations, such aschanges to the data model. For more information, see Upgrade to multipleservice catalogs.

Service Catalog Before upgrading, you should be aware of changes made to theunderlying service catalog data model. These changes affect that way youimplement multiple service catalogs. For details, see Upgrade to multipleservice catalogs.

If you are upgrading from a version prior to the Fuji release, see Migratecart layouts.


https://docs.servicenow.com/bundle/istanbul-release-notes/page/release-notes/business-management/pps-upgrade-info.html

https://docs.servicenow.com/bundle/istanbul-release-notes/page/release-notes/business-management/pps-upgrade-info.html

https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/service-catalog-management/reference/r_UpgradToMultpleServiceCats.html

https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/service-catalog-management/reference/r_UpgradToMultpleServiceCats.html



Service Mapping For instances upgraded from earlier versions to Istanbul, ServiceMapping uses a legacy algorithm to choose a MID Server for a discoveryrequest. For instructions about configuring a MID Server in an upgradedinstance, see MID Server configuration for Service Mapping in upgradeddeployments and Configure a default MID Server for Service Mapping forupgraded deployments.


If you are using the existing Software Asset Management plugin feature(com.snc.software_asset_management) on a release prior to Jakarta, youare using a feature of the Asset Management application. After upgradingto Jakarta, you can continue to use the Software Asset Managementplugin feature.

To migrate to the Software Asset Management application(com.snc.samp), consult your service manager.

Time Cards When you upgrade to the Jakarta release, some changes are made tothe time cards. For details, see Time Card upgrade information on page48.

Upgrades Under certain conditions, a family upgrade to Jakarta can take anextremely long time. For those conditions, see KB0623275.

Workflow The table cleaner for workflow context records is enabled by default.In previous releases, the default setting was disabled to improveperformance, which is unnecessary in this release. If you prefer the tablecleaner to not run, you can disable it manually.

Changes to plugins in the Jakarta release

This table lists new plugins in the Jakarta release and existing plugins that were deprecated, renamed, orchanged in some way.


https://docs.servicenow.com/bundle/istanbul-it-operations-management/page/product/service-mapping/concept/MID-selection-criteria-upgrade.html

https://docs.servicenow.com/bundle/istanbul-it-operations-management/page/product/service-mapping/concept/MID-selection-criteria-upgrade.html

https://docs.servicenow.com/bundle/istanbul-it-operations-management/page/product/service-mapping/task/config-default-mid-for-sm.html

https://docs.servicenow.com/bundle/istanbul-it-operations-management/page/product/service-mapping/task/config-default-mid-for-sm.html



Plugin Status Description Details

Agile Development

[com.snc.sdlc.scrum.pp]

Activation Change Provided a formalprocess over thecore SDLC-SCRUMoffering.

• Not available fornew independentdeployments.

• Available aspart of ProjectPortfolio Suitewith Financials[com.snc.financial_planning_pmo].

• Replacedby: AgileDevelopment 2.0[com.snc.sdlc.agile.2.0]for newcustomers.

• Activation:RequiresServiceNowpersonnelsupport.

Agile Development 2.0

[com.snc.sdlc.agile.2.0]

New The AgileDevelopment 2.0plugin providesenhancedfunctionalityon top of AgileDevelopment. Ifyou already havea customizedversion of AgileDevelopment,delete thecustomizationsbefore activating"Agile Development2.0" to ensurethat all featureswork properly.Please refer thedocumentationfor detailed stepsto delete thecustomizations.

Activation:Requiressubscription

Apply Once APIs

[com.glide.system_apply_once]

New APIs for alteringthe behavior of any'apply_once' updatein a plugin duringplugin activation/upgrade.

Activation: Active.

Benchmark Client

[com.sn_bm_client]

New Benchmark Insightsfor Customers





Benchmark Common

[com.sn_bm_common]

New Common code forBenchmark Insights


Chat

[com.glideapp.live]

Planned fordeprecation inRelease K

Provides real-timecommunication viainstant messagingbetween users in aninstance.

Change Management BestPractice - Jakarta

[com.snc.best_practice.change.jakarta]

New Provides alignmentwith proven servicelevel managementITIL practices.

Activation:Active for newJakarta customers.Customers whoupgrade from aprevious releasemust request theplugin, becauseactivating it couldbreak existingcustomizations.

Cloud API

[com.snc.cloud.api]

New Provides anapplication-levelinterface for theCloud Managementapplication tointeract withthird-party cloudproviders.


Cloud Management

[com.snc.cloud.mgmt]

New Provides access tocloud resources,publish cloudofferings to acatalog, andmanage the usageof those resources.


Cloud Management Core

[com.snc.cloud.core]

New Enables corefunctionalityused by otherapplications todiscover cloudresources andmanage resourceblocks.

Activation:Activated withCloud Management.

Cloud Config Management

[com.snc.config.mgmt]

New Enablesconfigurationfeatures in theCloud Managementapplication.


CMDB Group Dashboard

[com.snc.cmdb.group.dashboard]

New Provides visibilityto CMDB Grouphealthiness.

Activation: Active.




Common ITSM Service PortalApplication Components

New CommonApplicationComponents forService Portal

Activation: Active.

Configuration Automation

[com.snc.configuration_automation]


Allows you to useOrchestration,Puppet, and Chefto provision andconfigure individualservers or groupsof servers in yournetwork.

Configuration Automation – Chef

[com.snc.chef]


Use configurationitem (CI) data tobring Linux orWindows computersinto a desired state.

Configuration Automation -Puppet

[com.snc.puppet]


Use CMDB (CI)data to bringcomputers into adesired state.

Contextual Security: RoleManagement

[com.glide.role_management]

Updated Provides theflexibility andpower to protectinformation bycontrolling read/write/create/deleteauthorization.

Replaced:Contextual Security[com.glide.role_management].

Activation: Active.

Contextual Security: RoleManagement V2


Updated Prevents duplicateentries insys_user_has_rolefor inherited rolesbased on the valueof the inh_countcolumn.

Replaced:Contextual Security:Role ManagementEnhancements[com.glide.role_management.inh_count].

Activation: Active.

Contextual Security: RoleManagement V2 REST API


Updated Prevents duplicateentries insys_user_has_rolefor inherited roles,based on the valueof the inh_countcolumn

Replaced:Contextual Security:Role ManagementEnhancementsREST API[com.glide.role_management.inh_count.rest_api].

Activation: Active.




Custom Charts

[com.glideapp.custom_charts]

Activation Change Allowed you tocreate charts whena requirementcannot be satisfiedwith the Reportsapplication.

• Not availablefor newdeployments.


Customer Service with FieldService Management

[com.snc.csm_fsm_integration]

New Enables Account,Contact, Partner,Partner Contact,Consumerinformation fromCustomer Serviceto Field ServiceManagement


Dynamic Scheduling

[com.snc.dynamic_scheduling]

New Dynamic schedulingfor ServiceManagementApplications withsupport for bulk taskrecommendationsand interval basedauto assignment.


Facilities Service ManagementFloor Plan Viewer

[com.snc.facilities_service_automation.fpv]

Planned fordeprecation inRelease L

Provided a floorplan view as partof Facilities ServiceManagement.

Replaced by: Thisfeature has beenreplaced by theinteractive facilitymaps application.

Field Service - Questionnaire

[com.snc.wm_questionnaire]

New CreateQuestionnaires forWork Orders orWork Orders Tasks.





Financial Management for CSM

[com.snc.financial_management_for_csm]

New Plugins forCustomer ServiceManagementand Field ServiceManagementprovide integrationwith the FinancialManagementapplication. Theseplugins add costallocations for theCSM and FMSapplications as wellas PerformanceAnalyticsdashboards andreports. Financialadministratorscan use thesecost allocationson the FinancialManagementworkbench toallocate, track, andreport on expenses.


GRC: Vendor Risk Management

[com.sn_vdr_risk_asmt]

New The GRC: VendorRisk Managementapplication allowsrisk managementstakeholders toidentify, assess,and manage riskacross the vendorecosystem.


GRC: UCF Import

[com.snc.ucf_import_add_on]


Provided GRC:Policy andComplianceManagementwith the abilityto downloadregulatory contentand commoncontrols from theUnified ComplianceFramework (UCF).

Replaced by: GRC:Compliance UCF[com.sn_comp_ucf]

Guided Tour Designer

com.glide.sn_tourbuilder

New Providesadministratorswith modules inthe EmbeddedHelp applicationto develop guidedtours.

Activation: Active.




Human Resources Scoped App:Lifecycle Events

[com.sn_hr_lifecycle_events]

New Activates theLifecycle Eventmodule for HR.Combined withother licensedapplications, thisprovides a full-service, onboardingexperience for newhires and thosemanaging theprocess.


Human Resources Scoped App:Data Migration

[com.sn_hr_migration]

New Moves data androles from theglobal version ofHR to the scopedversion. Datamigration includes:

• Tables• Columns• Choice Lists


Human Resources Scoped App:Integrations

[com.sn_hr_integrations]

New Provides the abilityto integrate withmultiple third-party HR systemsfor the scopedversion of HRSM.HR Integrationpushes HR profileinformation fromHRSM to a third-party HR applicationand pulls HR profileinformation froma third-party HRapplication toHRSM.


I18N: Korean Translations

[com.snc.i18n.korean]

Deprecated Localizes contentinto Korean.

Activation: Notavailable




Incident Management BestPractice -- Jakarta

[com.snc.best_practice.incident.jakarta]

New Provides alignmentwith proven incidentmanagement ITILpractices.


Index Suggestion

[com.glide.index_suggestion]

New Suggest databaseindexes for slowqueries.

Activation: Active.

Integration - Altiris 2.0

[com.snc.integration.altiris2]


Provides onedirection import ofthe Altiris data intothe CMDB.



Knowledge Advanced

[com.snc.knowledge_advanced]

New This plugin addsadvanced featuresto knowledgemanagement.Please useKnowledgeAdvanced Installerplugin to activate.





Knowledge Advanced Installer

[com.snc.knowledge_advanced.installer]

New Use this pluginto install theKnowledgeAdvanced plugin.When you activate/upgrade thisplugin, it will dovalidations onknowledge articlesand knowledgebases to make surethat the KnowledgeAdvanced plugincan be successfullyinstalled. Ifvalidation fails, lookat the errors in thePlugin ActivationLogs and followinstructions givento fix them. Onceall the issues arefixed, please re-run this plugin toinstall KnowledgeAdvanced.


Notification Preference UserInterface

[com.glide.notification.preference.ui]

New Defines the userinterface for theNotifications tab inthe system settingsmenu.

Activation: Active.

Password Reset Windows App

[com.glideapp.password_reset_desktop]

New Provides passwordreset integrationwith Windows.


Performance Analytics – ContentPack – Financial Management forCustomer Service

[com.snc.pa.fm.csm]

New Activation:Requiressubscription

Performance Analytics – ContentPack – Financial Management forField Service Managmement

[com.snc.financial_planning_pmo]





Performance Analytics - ContentPack - Human ResourcesScoped App

[com.sn_hr_pa]

New ProvidesPerformanceAnalytics reportsfor Scoped HR.Activation ofthis plugin onproduction requiresa PA Premiumlicense. ContactServiceNow fordetails.


Performance Analytics – ContentPack – Project Portfolio SuiteDashboards

[com.snc.pps_dashboards]


Personal Task Management

[com.flide.ui.m.pt]




Problem Management BestPractice -- Jakarta

[com.snc.best_practice.problem.jakarta]

New Provides alignmentwith proven problemmanagement ITILpractices.


Random Watermark Support

[com.glide.email.random_watermark]

New Generateunpredictablewatermarks, andenable matching onthese watermarks ininbound emails.

Activation: Activefor new instances.

Security Incident Response GRCSupport

[com.snc.security_incident.grc]






Security Incident Response EventManagement support

[com.snc.security_incident.itom]

Planned fordeprecation.


• Replaced withSecurity IncidentResponse[com.snc.security_incident]and EventManagement[com.glideapp.itom.snac].

Security Operations 'Have I BeenPwned?' Integration

[com.snc.secops.pwned]

New Provides the abilityto submit Whoislookups on domainnames and URLsto obtain context onURL observables,and to make betterdetermination onthreats. Activationof this pluginon productioninstances mayrequire a separatelicense. ContactServiceNow fordetails.

Activation:RequiresServiceNowpersonnel support.

Security Operations CrowdStrikeIntegration

[com.snc.secops.crowdstrike]

New Activation of thisplugin on productioninstances mayrequire a separatelicense. ContactServiceNow fordetails.


Security Operations ElasticsearchIntegration

[com.snc.secops.elasticsearch]

New Searches yourElasticsearchlogs and addsrelevant sightinginformation to yoursecurity incidents.Activation of thisplugin on productioninstances mayrequire a separatelicense. ContactServiceNow fordetails.





Security Operations SplunkIntegration

[com.snc.secops.splunk]

New Searches yourSplunk logs andadds relevantsighting informationto your securityincidents. Activationof this pluginon productioninstances mayrequire a separatelicense. ContactServiceNow fordetails.


Service Level Management BestPractice -- Jakarta

[com.snc.best_practice.sla.jakarta]



Service Portal User CriteriaSupport

[com.glide.service-portal.user-criteria]

New Enables ServicePortal User Criteriasupport. Installingthis plugin willcreate new usercriteria recordsfor each of yourwidgets andpages that alreadyhave role-basedpermissions onthem.


Software Asset Management

[com.snc.software_asset_management]

Activation Change Systematicallytracked, evaluatedand managedsoftware licensesand software usage.






Software Asset Management -IBM PVU Process Pack

[com.snc.sam.ibmpvu.pp]

Activation Change Add-on to theSoftware AssetManagementplugin that providedthe capability tomanage softwarethat is licensedunder the IBMProcessor ValueUnits licensingmodel.



Software Asset Management -Oracle Process Pack

[com.snc.sam.oracle.pp]

Activation Change Add-on to theSoftware AssetManagementplugin that providedthe capability tomanage softwarethat is licensedunder Oraclelicensing model.



Software Asset ManagementPremium

[com.snc.samp]

New Manages yoursoftware assetsby automaticallynormalizing,reconciling, andreclaiming softwareassets.


Subscriptions and Activity FeedFramework

[com.snc.activity_subscriptions]

New This plugin providesa generic set ofartifacts to handlesubscriptionsfor any definedsubscribable object.Any entity canbe defined asa subscribableobject and a setof subscribers cansubscribe to theobjects. When aevent occurs relatedto the subscribableobject, activitiescan be tracked andsubscribers can benotified.





Threat Feeds

[com.snc.threat.feeds]



Threat Intelligence Sharing Client

[com.snc.intel_sharing.client]



Time Recording for Field Service

[com.snc.wm_time_recording]

New The time recordingfeature extendsthe functionalityof the Time CardManagement andCost Managementapplications toField ServiceManagement. Fieldservice agentsrecord time workedon tasks and otheractivities. Thesetime worked entriesautomatically createtime cards andweekly time sheets.Managers canreview and approvetime sheets as wellas view and createlabor rate cards.


UI11

[com.glide.ui11]


Provided version11 of the userinterface.

Replaced by: UI15and UI16.

Workflow Runtime Engine

[com.glideapp.workflow]

Reducedfunctionality startingwith Jakarta

Provided REST andSOAP MessageActivities

Replaced by:Orchestration

Browser support

Browser support varies for each version of the user interface (UI). Most major browsers are supported.

Some features have additional browser requirements, which are noted in the appropriate documentation.

Browser versions listed in the following table are the latest public release at the time of testing.



Note: UI11 is in maintenance mode. Upgrade to UI15 or UI16.

Table 9: Browser support for each UI version

UI version Chromesupport

Firefoxsupport

InternetExplorersupport

MicrosoftEdgesupport

Safarisupport

Tabletmobilebrowser

Phonemobilebrowser

UI16 11 and up

• Edgemodeissupported

9.1 and up Supported Notsupported

UI15 11 and up



Legacy:UI11

11 and up,howeverUI11 is inmaintenancemode anddoes notwork wellwith anyversion ofIE

• Edgemodeis notsupported

9.1 and up Limitedsupport

Limitedsupport

Internet Explorer web browser notes

• Compatibility mode is not supported.• Setting Security Mode to High (via Internet Options > Security tab) is not supported.• Internet Explorer 11 is susceptible to memory leaks, which may impact performance, especially in

Windows 7.• In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.

Safari web browser notes

• There is a security issue in some versions of Safari. User credentials may be disclosed to anunexpected site via auto-fill. For more information, see the Apple security update.


http://support.apple.com/kb/HT6082


• Starting with Safari 9.1 and future versions of Safari, the leave page / stay on page pop-up messageonly displays once.

Exceptions to browser support

Certain applications and features in the Jakarta release have browser requirements that differ from the listof browsers generally supported by the ServiceNow platform.


Table 10: Platform browser exceptions

Platform features Details

Accessibility releasenotes on page 4

Some keyboard shortcuts and tab-through are browser-specific. See yourspecific browser documentation for more information.

Dependency Viewsrelease notes on page12

The Dependency Views module supports the latest version or servicepack of the following browsers:


Automated TestFramework releasenotes on page 7

Automated Test Framework works with all browsers supported by theServiceNow platform, but some browsers have features to throttle CPUtime that can hamper automated test performance. For information onhow to mitigate these issues, see browser recommendations for ATF.

Mobile release noteson page 15

Access the mobile web interface from the latest versions of the Safari orChrome web browsers on your mobile device.

Notifications releasenotes on page 16

If you are using the Internet Explorer browser, you must use version 11or greater to support user notification preferences in the System Settingswindow. You can also use any of the other supported web browsers .

Visual Task Boardsrelease notes on page28


• Edge mode is supported.• Compatibility mode is not supported.• Setting Security Mode to High (via the Internet Options > Security

tab) is not supported.• Internet Explorer 11 is susceptible to memory leaks, which may

impact performance, especially in Windows 7.

• Access Visual Task Boards on your mobile device using either abrowser or the native mobile app. See Mobile app supported devicesfor more information.




User interface (UI)release notes on page27

Embedding videos in Internet Explorer and Safari is not supported. Bothbrowsers have difficulty streaming videos uploaded to the database.Attach a file rather than embedding if you intend to use one of thesebrowsers or an unsupported file type.

Table 11: Business Management browser exceptions

Details

Application PortfolioManagement releasenotes on page 35


Financial Managementrelease notes on page36

If you are using the Internet Explorer web browser, version 11 or later(including Microsoft Edge) is required to use all aspects of the workbench.

Project Portfolio Suitewith Financials releasenotes on page 41

If you are using Internet Explorer, version 11 or later (including Edge) isrequired to use all aspects of the workbenches.

Table 12: IT Service Management browser exceptions

Details

Service PortfolioManagement releasenotes on page 82


Changes to plugins in the Jakarta releaseThis table lists new plugins in the Jakarta release and existing plugins that were deprecated, renamed, orchanged in some way.




Agile Development

[com.snc.sdlc.scrum.pp]

Activation Change Provided a formalprocess over thecore SDLC-SCRUMoffering.

• Not available fornew independentdeployments.

• Available aspart of ProjectPortfolio Suitewith Financials[com.snc.financial_planning_pmo].

• Replacedby: AgileDevelopment 2.0[com.snc.sdlc.agile.2.0]for newcustomers.


Agile Development 2.0

[com.snc.sdlc.agile.2.0]

New The AgileDevelopment 2.0plugin providesenhancedfunctionalityon top of AgileDevelopment. Ifyou already havea customizedversion of AgileDevelopment,delete thecustomizationsbefore activating"Agile Development2.0" to ensurethat all featureswork properly.Please refer thedocumentationfor detailed stepsto delete thecustomizations.


Apply Once APIs

[com.glide.system_apply_once]

New APIs for alteringthe behavior of any'apply_once' updatein a plugin duringplugin activation/upgrade.

Activation: Active.

Benchmark Client

[com.sn_bm_client]

New Benchmark Insightsfor Customers





Benchmark Common

[com.sn_bm_common]

New Common code forBenchmark Insights


Chat

[com.glideapp.live]


Provides real-timecommunication viainstant messagingbetween users in aninstance.

Change Management BestPractice - Jakarta

[com.snc.best_practice.change.jakarta]



Cloud API

[com.snc.cloud.api]

New Provides anapplication-levelinterface for theCloud Managementapplication tointeract withthird-party cloudproviders.


Cloud Management

[com.snc.cloud.mgmt]

New Provides access tocloud resources,publish cloudofferings to acatalog, andmanage the usageof those resources.


Cloud Management Core

[com.snc.cloud.core]

New Enables corefunctionalityused by otherapplications todiscover cloudresources andmanage resourceblocks.


Cloud Config Management

[com.snc.config.mgmt]

New Enablesconfigurationfeatures in theCloud Managementapplication.


CMDB Group Dashboard

[com.snc.cmdb.group.dashboard]

New Provides visibilityto CMDB Grouphealthiness.

Activation: Active.




Common ITSM Service PortalApplication Components

New CommonApplicationComponents forService Portal

Activation: Active.

Configuration Automation

[com.snc.configuration_automation]


Allows you to useOrchestration,Puppet, and Chefto provision andconfigure individualservers or groupsof servers in yournetwork.

Configuration Automation – Chef

[com.snc.chef]


Use configurationitem (CI) data tobring Linux orWindows computersinto a desired state.

Configuration Automation -Puppet

[com.snc.puppet]


Use CMDB (CI)data to bringcomputers into adesired state.

Contextual Security: RoleManagement

[com.glide.role_management]

Updated Provides theflexibility andpower to protectinformation bycontrolling read/write/create/deleteauthorization.

Replaced:Contextual Security[com.glide.role_management].

Activation: Active.

Contextual Security: RoleManagement V2


Updated Prevents duplicateentries insys_user_has_rolefor inherited rolesbased on the valueof the inh_countcolumn.

Replaced:Contextual Security:Role ManagementEnhancements[com.glide.role_management.inh_count].

Activation: Active.

Contextual Security: RoleManagement V2 REST API


Updated Prevents duplicateentries insys_user_has_rolefor inherited roles,based on the valueof the inh_countcolumn

Replaced:Contextual Security:Role ManagementEnhancementsREST API[com.glide.role_management.inh_count.rest_api].

Activation: Active.




Custom Charts

[com.glideapp.custom_charts]

Activation Change Allowed you tocreate charts whena requirementcannot be satisfiedwith the Reportsapplication.



Customer Service with FieldService Management

[com.snc.csm_fsm_integration]

New Enables Account,Contact, Partner,Partner Contact,Consumerinformation fromCustomer Serviceto Field ServiceManagement


Dynamic Scheduling

[com.snc.dynamic_scheduling]

New Dynamic schedulingfor ServiceManagementApplications withsupport for bulk taskrecommendationsand interval basedauto assignment.


Facilities Service ManagementFloor Plan Viewer

[com.snc.facilities_service_automation.fpv]

Planned fordeprecation inRelease L

Provided a floorplan view as partof Facilities ServiceManagement.

Replaced by: Thisfeature has beenreplaced by theinteractive facilitymaps application.

Field Service - Questionnaire

[com.snc.wm_questionnaire]

New CreateQuestionnaires forWork Orders orWork Orders Tasks.





Financial Management for CSM

[com.snc.financial_management_for_csm]

New Plugins forCustomer ServiceManagementand Field ServiceManagementprovide integrationwith the FinancialManagementapplication. Theseplugins add costallocations for theCSM and FMSapplications as wellas PerformanceAnalyticsdashboards andreports. Financialadministratorscan use thesecost allocationson the FinancialManagementworkbench toallocate, track, andreport on expenses.


GRC: Vendor Risk Management

[com.sn_vdr_risk_asmt]

New The GRC: VendorRisk Managementapplication allowsrisk managementstakeholders toidentify, assess,and manage riskacross the vendorecosystem.


GRC: UCF Import

[com.snc.ucf_import_add_on]


Provided GRC:Policy andComplianceManagementwith the abilityto downloadregulatory contentand commoncontrols from theUnified ComplianceFramework (UCF).

Replaced by: GRC:Compliance UCF[com.sn_comp_ucf]

Guided Tour Designer

com.glide.sn_tourbuilder

New Providesadministratorswith modules inthe EmbeddedHelp applicationto develop guidedtours.

Activation: Active.




Human Resources Scoped App:Lifecycle Events

[com.sn_hr_lifecycle_events]

New Activates theLifecycle Eventmodule for HR.Combined withother licensedapplications, thisprovides a full-service, onboardingexperience for newhires and thosemanaging theprocess.


Human Resources Scoped App:Data Migration

[com.sn_hr_migration]

New Moves data androles from theglobal version ofHR to the scopedversion. Datamigration includes:

• Tables• Columns• Choice Lists


Human Resources Scoped App:Integrations

[com.sn_hr_integrations]

New Provides the abilityto integrate withmultiple third-party HR systemsfor the scopedversion of HRSM.HR Integrationpushes HR profileinformation fromHRSM to a third-party HR applicationand pulls HR profileinformation froma third-party HRapplication toHRSM.


I18N: Korean Translations

[com.snc.i18n.korean]

Deprecated Localizes contentinto Korean.

Activation: Notavailable




Incident Management BestPractice -- Jakarta

[com.snc.best_practice.incident.jakarta]

New Provides alignmentwith proven incidentmanagement ITILpractices.


Index Suggestion

[com.glide.index_suggestion]

New Suggest databaseindexes for slowqueries.

Activation: Active.

Integration - Altiris 2.0

[com.snc.integration.altiris2]


Provides onedirection import ofthe Altiris data intothe CMDB.



Knowledge Advanced

[com.snc.knowledge_advanced]

New This plugin addsadvanced featuresto knowledgemanagement.Please useKnowledgeAdvanced Installerplugin to activate.





Knowledge Advanced Installer

[com.snc.knowledge_advanced.installer]

New Use this pluginto install theKnowledgeAdvanced plugin.When you activate/upgrade thisplugin, it will dovalidations onknowledge articlesand knowledgebases to make surethat the KnowledgeAdvanced plugincan be successfullyinstalled. Ifvalidation fails, lookat the errors in thePlugin ActivationLogs and followinstructions givento fix them. Onceall the issues arefixed, please re-run this plugin toinstall KnowledgeAdvanced.


Notification Preference UserInterface

[com.glide.notification.preference.ui]

New Defines the userinterface for theNotifications tab inthe system settingsmenu.

Activation: Active.

Password Reset Windows App

[com.glideapp.password_reset_desktop]

New Provides passwordreset integrationwith Windows.


Performance Analytics – ContentPack – Financial Management forCustomer Service

[com.snc.pa.fm.csm]


Performance Analytics – ContentPack – Financial Management forField Service Managmement

[com.snc.financial_planning_pmo]





Performance Analytics - ContentPack - Human ResourcesScoped App

[com.sn_hr_pa]

New ProvidesPerformanceAnalytics reportsfor Scoped HR.Activation ofthis plugin onproduction requiresa PA Premiumlicense. ContactServiceNow fordetails.


Performance Analytics – ContentPack – Project Portfolio SuiteDashboards

[com.snc.pps_dashboards]


Personal Task Management

[com.flide.ui.m.pt]




Problem Management BestPractice -- Jakarta

[com.snc.best_practice.problem.jakarta]

New Provides alignmentwith proven problemmanagement ITILpractices.


Random Watermark Support

[com.glide.email.random_watermark]

New Generateunpredictablewatermarks, andenable matching onthese watermarks ininbound emails.

Activation: Activefor new instances.

Security Incident Response GRCSupport

[com.snc.security_incident.grc]






Security Incident Response EventManagement support

[com.snc.security_incident.itom]

Planned fordeprecation.


• Replaced withSecurity IncidentResponse[com.snc.security_incident]and EventManagement[com.glideapp.itom.snac].

Security Operations 'Have I BeenPwned?' Integration

[com.snc.secops.pwned]

New Provides the abilityto submit Whoislookups on domainnames and URLsto obtain context onURL observables,and to make betterdetermination onthreats. Activationof this pluginon productioninstances mayrequire a separatelicense. ContactServiceNow fordetails.


Security Operations CrowdStrikeIntegration

[com.snc.secops.crowdstrike]



Security Operations ElasticsearchIntegration

[com.snc.secops.elasticsearch]

New Searches yourElasticsearchlogs and addsrelevant sightinginformation to yoursecurity incidents.Activation of thisplugin on productioninstances mayrequire a separatelicense. ContactServiceNow fordetails.





Security Operations SplunkIntegration

[com.snc.secops.splunk]

New Searches yourSplunk logs andadds relevantsighting informationto your securityincidents. Activationof this pluginon productioninstances mayrequire a separatelicense. ContactServiceNow fordetails.


Service Level Management BestPractice -- Jakarta

[com.snc.best_practice.sla.jakarta]



Service Portal User CriteriaSupport

[com.glide.service-portal.user-criteria]

New Enables ServicePortal User Criteriasupport. Installingthis plugin willcreate new usercriteria recordsfor each of yourwidgets andpages that alreadyhave role-basedpermissions onthem.


Software Asset Management

[com.snc.software_asset_management]

Activation Change Systematicallytracked, evaluatedand managedsoftware licensesand software usage.






Software Asset Management -IBM PVU Process Pack

[com.snc.sam.ibmpvu.pp]

Activation Change Add-on to theSoftware AssetManagementplugin that providedthe capability tomanage softwarethat is licensedunder the IBMProcessor ValueUnits licensingmodel.



Software Asset Management -Oracle Process Pack

[com.snc.sam.oracle.pp]

Activation Change Add-on to theSoftware AssetManagementplugin that providedthe capability tomanage softwarethat is licensedunder Oraclelicensing model.



Software Asset ManagementPremium

[com.snc.samp]

New Manages yoursoftware assetsby automaticallynormalizing,reconciling, andreclaiming softwareassets.


Subscriptions and Activity FeedFramework

[com.snc.activity_subscriptions]

New This plugin providesa generic set ofartifacts to handlesubscriptionsfor any definedsubscribable object.Any entity canbe defined asa subscribableobject and a setof subscribers cansubscribe to theobjects. When aevent occurs relatedto the subscribableobject, activitiescan be tracked andsubscribers can benotified.





Threat Feeds

[com.snc.threat.feeds]



Threat Intelligence Sharing Client

[com.snc.intel_sharing.client]



Time Recording for Field Service

[com.snc.wm_time_recording]

New The time recordingfeature extendsthe functionalityof the Time CardManagement andCost Managementapplications toField ServiceManagement. Fieldservice agentsrecord time workedon tasks and otheractivities. Thesetime worked entriesautomatically createtime cards andweekly time sheets.Managers canreview and approvetime sheets as wellas view and createlabor rate cards.


UI11

[com.glide.ui11]


Provided version11 of the userinterface.

Replaced by: UI15and UI16.

Workflow Runtime Engine

[com.glideapp.workflow]

Reducedfunctionality startingwith Jakarta

Provided REST andSOAP MessageActivities

Replaced by:Orchestration

Browser supportBrowser support varies for each version of the user interface (UI). Most major browsers are supported.

Some features have additional browser requirements, which are noted in the appropriate documentation.

Browser versions listed in the following table are the latest public release at the time of testing.



Note: UI11 is in maintenance mode. Upgrade to UI15 or UI16.

Table 13: Browser support for each UI version

UI version Chromesupport

Firefoxsupport

InternetExplorersupport

MicrosoftEdgesupport

Safarisupport

Tabletmobilebrowser

Phonemobilebrowser

UI16 11 and up



UI15 11 and up



Legacy:UI11

11 and up,howeverUI11 is inmaintenancemode anddoes notwork wellwith anyversion ofIE

• Edgemodeis notsupported

9.1 and up Limitedsupport

Limitedsupport

Internet Explorer web browser notes

• Compatibility mode is not supported.• Setting Security Mode to High (via Internet Options > Security tab) is not supported.• Internet Explorer 11 is susceptible to memory leaks, which may impact performance, especially in

Windows 7.• In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.

Safari web browser notes

• There is a security issue in some versions of Safari. User credentials may be disclosed to anunexpected site via auto-fill. For more information, see the Apple security update.


http://support.apple.com/kb/HT6082


• Starting with Safari 9.1 and future versions of Safari, the leave page / stay on page pop-up messageonly displays once.

Exceptions to browser support

Certain applications and features in the Jakarta release have browser requirements that differ from the listof browsers generally supported by the ServiceNow platform.


Table 14: Platform browser exceptions


Accessibility releasenotes on page 4

Some keyboard shortcuts and tab-through are browser-specific. See yourspecific browser documentation for more information.

Dependency Viewsrelease notes on page12

The Dependency Views module supports the latest version or servicepack of the following browsers:


Automated TestFramework releasenotes on page 7

Automated Test Framework works with all browsers supported by theServiceNow platform, but some browsers have features to throttle CPUtime that can hamper automated test performance. For information onhow to mitigate these issues, see browser recommendations for ATF.

Mobile release noteson page 15

Access the mobile web interface from the latest versions of the Safari orChrome web browsers on your mobile device.

Notifications releasenotes on page 16

If you are using the Internet Explorer browser, you must use version 11or greater to support user notification preferences in the System Settingswindow. You can also use any of the other supported web browsers .

Visual Task Boardsrelease notes on page28


• Edge mode is supported.• Compatibility mode is not supported.• Setting Security Mode to High (via the Internet Options > Security

tab) is not supported.• Internet Explorer 11 is susceptible to memory leaks, which may

impact performance, especially in Windows 7.

• Access Visual Task Boards on your mobile device using either abrowser or the native mobile app. See Mobile app supported devicesfor more information.




User interface (UI)release notes on page27

Embedding videos in Internet Explorer and Safari is not supported. Bothbrowsers have difficulty streaming videos uploaded to the database.Attach a file rather than embedding if you intend to use one of thesebrowsers or an unsupported file type.

Table 15: Business Management browser exceptions

Details

Application PortfolioManagement releasenotes on page 35


Financial Managementrelease notes on page36

If you are using the Internet Explorer web browser, version 11 or later(including Microsoft Edge) is required to use all aspects of the workbench.

Project Portfolio Suitewith Financials releasenotes on page 41

If you are using Internet Explorer, version 11 or later (including Edge) isrequired to use all aspects of the workbenches.

Table 16: IT Service Management browser exceptions

Details

Service PortfolioManagement releasenotes on page 82


Accessibility and complianceThe instance includes features that support several specifications in the Web Content AccessibilityGuidelines (WCAG) 2.0 to make the interface accessible to users with disabilities.

ServiceNow products are developed with the goal of adhering to the following accessibility guidelines andprinciples.

• Section 508 Amendment to the Rehabilitation Act of 1973• Web Content Accessibility Guidelines (WCAG) 2.0 Level A

For details on accessibility improvements in the Jakarta release, refer to the Accessibility release notes onpage 4.

ServiceNow products are tested with the following assistive technologies.

• JAWS• NVDA• VoiceOver

The Jakarta Web Content Accessibility Guidelines (WCAG) 2.0 document describes accessibility featuresand limitations.


http://www.freedomscientific.com/Products/Blindness/Jaws

http://www.nvaccess.org/

https://www.apple.com/accessibility/osx/voiceover/


Web Content Accessibility Guidelines (WCAG) 2.0

This page details the level of accessibility support for the Jakarta release, according to the Web ContentAccessibility Guidelines (WCAG) 2.0.

W3C Recommendation 11 December 2008

Date: June 21, 2017

Product Name: ServiceNow Service Automation

Product Version Number: Jakarta

Vendor Company Name: ServiceNow

Vendor Contact Name: ServiceNow Compliance

Vendor Contact Email: [email protected]

Table 17: Summary table

Guidelines Level of Support & SupportingFeatures

Remarks and Explanations

Principle 1: Perceivable Supports with exceptions

Principle 2: Operable Supports with exceptions

Principle 3: Understandable Supports with exceptions

Principle 4: Robust Supports with exceptions



Principle 1: Perceivable - Information and user interface components must bepresentable to users in ways they can perceive

Table 18: Guideline 1.1 Text Alternatives: Provide text alternatives forany non-text content so that it can be changed into other forms peopleneed, such as large print, braille, speech, symbols, or simpler language

Criteria Level of Support &Supporting Features


1.1.1 Non-text Content:All non-text content that ispresented to the user has atext alternative that serves theequivalent purpose, exceptfor the situations listed below.(Level A)

Supports withexceptions

Dependency Views(BSM map)

Business ServiceMap: Map optionsinaccessible withoutmouse scroll wheelor track pad.

Dependency graphstructure is notconveyed to non-visual users.

Discovery .NET/ Flexapplication controlinaccessiblewith assistivetechnologies.

Service Catalog Some images lackappropriate textalternatives.

Service Mapping Build SegmentHierarchy drag anddrop inaccessiblewithout mouse.

Decorative calendaricons and ServiceMapping arrowicons are missingalternative text.

Map tooltipscontentsinaccessible withscreen reader.

Several unlabeled0 buttons on theBusiness ServiceMap Toolbardashboard.

System Properties Reference lookupicons on thefollowing systemproperties pages donot have the correctmarkup and are nottreated as buttons.

• SystemProperties > UIProperties

• SystemProperties >System

1.2.1 Audio-only and Video-only (Prerecorded): Forprerecorded audio-onlyand prerecorded video-onlymedia, the following are true,except when the audio orvideo is a media alternativefor text and is clearly labeledas such: (Level A)

Not applicable


https://www.w3.org/TR/WCAG20/#non-text-contentdef

https://www.w3.org/TR/WCAG20/#text-altdef

https://www.w3.org/TR/WCAG20/#prerecordeddef

https://www.w3.org/TR/WCAG20/#audio-onlydef

https://www.w3.org/TR/WCAG20/#video-onlydef

https://www.w3.org/TR/WCAG20/#multimedia-alt-textdef





1.2.2 Captions(Prerecorded): Captions areprovided for all prerecordedaudio content in synchronizedmedia, except when themedia is a media alternativefor text and is clearly labeledas such. (Level A)

Not applicable

1.2.3 Audio Descriptionor Media Alternative(Prerecorded): An alternativefor time-based media or audiodescription of the prerecordedvideo content is provided forsynchronized media, exceptwhen the media is a mediaalternative for text and isclearly labeled as such. (LevelA)

Not applicable

1.2.4 Captions (Live):Captions are provided forall live audio content insynchronized media. (LevelAA)

Not applicable

1.2.5 Audio Description(Prerecorded): Audiodescription is provided for allprerecorded video content insynchronized media. (LevelAA)

Not applicable

1.2.6 Sign Language(Prerecorded): Signlanguage interpretation isprovided for all prerecordedaudio content in synchronizedmedia. (Level AAA)

Not applicable

1.2.7 Extended AudioDescription (Prerecorded):Where pauses in foregroundaudio are insufficient to allowaudio descriptionsto conveythe sense of the video,extended audio description isprovided for all prerecordedvideo content in synchronizedmedia. (Level AAA)

Not applicable


https://www.w3.org/TR/WCAG20/#captionsdef


https://www.w3.org/TR/WCAG20/#audiodef

https://www.w3.org/TR/WCAG20/#synchronizedmediadef




https://www.w3.org/TR/WCAG20/#alt-time-based-mediadef

https://www.w3.org/TR/WCAG20/#alt-time-based-mediadef

https://www.w3.org/TR/WCAG20/#audiodescdef



https://www.w3.org/TR/WCAG20/#videodef





https://www.w3.org/TR/WCAG20/#livedef








https://www.w3.org/TR/WCAG20/#sign-languageinterpdef

https://www.w3.org/TR/WCAG20/#sign-languageinterpdef






https://www.w3.org/TR/WCAG20/#extended-addef






Table 19: Guideline 1.3 Adaptable: Create content that can be presented indifferent ways (for example simpler layout) without losing information or structure



1.3.1 Info and Relationships:Information, structure, andrelationships conveyedthrough presentation can beprogrammatically determinedor are available in text. (LevelA)


Mobile Mobile pagescontain multipleLevel 1 headings.

ProjectManagement

Portfolio Workbenchpages missingappropriate headingmarkup.

Service Catalog Some headingsmissing appropriatemarkup onEmerging Productsand ITSM COREService Catalog

Service Mapping Incorrectlystructured content

Markup is missing orincorrectly used.

Service Portal Service Portallanding pagecontains multipleLevel 1 headings.

SurveyManagement

Questionnairetemplatecomponents lackappropriate markupfor lists

UI components Fiscal Calendartables are used forlayout purposes.

Some headingsmissing appropriatemarkup in FiscalCalendar

Some headingsmissing appropriatemarkup on ExampleSLA Definitionspage

Some pop-outpanels are notaccessible to screenreaders

1.3.2 Meaningful Sequence:When the sequence inwhich content is presentedaffects its meaning, a correctreading sequence can beprogrammatically determined.(Level A)


Service Mapping Service Mapping(ITOM) pages haveunexpected focusorder

Workflow Tab does not workinside workflowof admin role'sWorkflow Editor

Tab skips helpand refresh buttonin admin role'sWorkflow Editor

1.3.3 SensoryCharacteristics: Instructionsprovided for understandingand operating content donot rely solely on sensorycharacteristics of componentssuch as shape, size, visuallocation, orientation, or sound.(Level A)



Zoom (+ or-) buttons onDependency ViewsMap not part of taborder

SurveyManagement

Left control panel inSurvey Designer isnot read in logicalorder


https://www.w3.org/TR/WCAG20/#structuredef

https://www.w3.org/TR/WCAG20/#relationshipsdef

https://www.w3.org/TR/WCAG20/#presentationdef

https://www.w3.org/TR/WCAG20/#programmaticallydetermineddef

https://www.w3.org/TR/WCAG20/#correct-reading-sequencedef

https://www.w3.org/TR/WCAG20/#correct-reading-sequencedef



Table 20: Guideline 1.4 Distinguishable: Make it easier for users to seeand hear content including separating foreground from background



1.4.1 Use of Color: Coloris not used as the onlyvisual means of conveyinginformation, indicating anaction, prompting a response,or distinguishing a visualelement. (Level A)



Dependency ViewsMap not accessiblefor color blind users.


My Schedule pagefor Field ServiceManagement reliessolely on color toconvey information.

SurveyManagement

QuestionnaireTemplate Designernot accessible tocolor-blind users.

UI components Error messagesindicated by coloralone in FiscalCalendar

Some pageshave links withoutunderlining, makingit difficult for colorblind users todifferentiate linksfrom regular text.

1.4.2 Audio Control: If anyaudio on a Web page playsautomatically for more than 3seconds, either a mechanismis available to pause or stopthe audio, or a mechanismis available to control audiovolume independently fromthe overall system volumelevel. (Level A)

Not applicable

1.4.3 Contrast (Minimum):The visual presentation oftext and images of text hasa contrast ratio of at least4.5:1, except for the following:(Level AA)


ChangeManagement

Elements may nothave sufficient colorcontrast

KnowledgeManagement

Color contrast isinsufficient

Mobile Some mobile pageshave insufficientcontrast ratio

Reporting Color contrastis insufficientthroughout

Reporting pageelements are nothonored in WindowsHigh Contrast mode

Service Mapping ITOM ServiceMapping pageelements are nothonored in WindowsHigh Contrast mode

UI components Ask Question buttonand cursor do nothave sufficientcontrast in OpenQuestions module

Color contrastis insufficientthroughout

Default color settingfor UI16 left-handnavigation does notmeet minimum colorcontrast ratio

Default UI16 themedoes not meetminimum accessiblecontrast ratio.

Fiscal Calendarcolor contrast isinsufficient

Page elementsare not honoredin Windows HighContrast mode

Profile circles andcard text do notmeet minimumcolor contrastrequirements.

1.4.4 Resize text: Except forcaptions and images of text,text can be resized withoutassistive technology up to200 percent without loss ofcontent or functionality. (LevelAA)


FinancialManagement

Some contents inEmerging Productsdo not renderproperly whenzoomed

Schedules Zooming andscaling must not bedisabled.

Service Portal Zoom is disabled inService Portal

UI components Some forms havetext that do notresize correctly

Zoom gestures aredisabled


https://www.w3.org/TR/WCAG20/#mechanismdef

https://www.w3.org/TR/WCAG20/#textdef

https://www.w3.org/TR/WCAG20/#images-of-textdef

https://www.w3.org/TR/WCAG20/#contrast-ratiodef




https://www.w3.org/TR/WCAG20/#atdef




1.4.5 Images of Text: Ifthe technologies beingused can achieve the visualpresentation, text is used toconvey information ratherthan images of text except forthe following: (Level AA)

Not applicable

1.4.6 Contrast (Enhanced):The visual presentation oftext and images of text hasa contrast ratio of at least7:1, except for the following:(Level AAA)


See 1.4.3

1.4.7 Low or No BackgroundAudio: For prerecordedaudio-only content that (1)contains primarily speechin the foreground, (2) isnot an audio CAPTCHA oraudio logo, and (3) is notvocalization intended to beprimarily musical expressionsuch as singing or rapping, atleast one of the following istrue: (Level AAA)

Not applicable

1.4.8 Visual Presentation:For the visual presentation ofblocks of text, a mechanismis available to achieve thefollowing: (Level AAA)

Not supported

1.4.9 Images of Text (NoException): Images oftext are only used for puredecoration or where aparticular presentation of textis essential to the informationbeing conveyed. (Level AAA)

Not applicable






https://www.w3.org/TR/WCAG20/#contrast-ratiodef


https://www.w3.org/TR/WCAG20/#audio-onlydef

https://www.w3.org/TR/WCAG20/#CAPTCHAdef

https://www.w3.org/TR/WCAG20/#blockstextdef




https://www.w3.org/TR/WCAG20/#puredecdef

https://www.w3.org/TR/WCAG20/#puredecdef


https://www.w3.org/TR/WCAG20/#essentialdef


Principle 2: Operable - User interface components and navigation must beoperable

Table 21: Guideline 2.1 Keyboard Accessible: Make all functionality available from a keyboard



2.1.1 Keyboard: Allfunctionality of the content isoperable through a keyboardinterface without requiringspecific timings for individualkeystrokes, except where theunderlying function requiresinput that depends on thepath of the user's movementand not just the endpoints.(Level A)


ApplicationPortfolioManagement(APM)

Bubble chart bubbleright-click action isnot accessible bykeyboard

Scalable VectorGraphics tooltipsnot accessiblewithout keyboardand not readable byVoiceOver in Safari.

ConfigurationManagementDatabase (CMDB)

Many controls areskipped from thetab order in CMDBQuery Builder

The followingcontrols are not partof the tab order:

• Dashboard Menu- CI dashboardshows healthreports at CI level

• Timeline slider- CI dashboardshows healthreports at CI level

• Form controls- CI dashboardshows healthreports at CI level

• Graph bars -RelationshipDashboard

• Refresh icon- RelationshipDashboard

Unable to createconnections on thecanvas via keyboardin CMDB QueryBuilder

Unable to moveitems onto canvasusing only keyboardin CMDB QueryBuilder


Cannot select saveview, load view, lastview and exportimage options ofDependency ViewsMap using keyboard

Cannot togglebetween optionsvia keyboard onDependency ViewsMap

Dependency ViewsMap indicators notpart of tab order

Dependency ViewsMap reset button isnot accessible viakeyboard

Dependency ViewsMap settings optionsare not part of taborder

Menu buttonsare not keyboardaccessible

No keyboardequivalent to right-click functions onDependency ViewsMap

Pop-out panels inthe dependencymap are notaccessible bykeyboard

Search for CI workswith arrows+ space+enter and not withtab and enter

Unable to openany closed regionsof RelationshipFormatter withkeyboard

View button inRelationshipFormatter not part oftab order

Discovery It is not possible toedit a set of patternsteps using thekeyboard

It is not possible towalk through thesteps tree using thekeyboard

Names within stepsnot in the tab orderof Pattern Designer

No keyboardequivalent to right-click functions inPattern Designer

The Listed CITypes button is notin the tab order inPattern Designer

Unable to edititems in the PatternDesigner list viakeyboard


Elements ofField ServiceManagement are notkeyboard accessible

FinancialManagement

Emerging Productsdrag and dropfunctionality onthe build segmenthierarchy cannot beperformed using thekeyboard.

No keyboardequivalent forBuilding segmenthierarchy

Tooltips in ExpenseSummary tableinaccessible viakeyboard

KnowledgeManagement

Knowledge HomePage does not useappropriate headingmarkup

Some KnowledgeManagementbuttons areinaccessible bykeyboard

Mobile Advance Filterbutton not part of taborder

Reporting Fly-out panelsare not keyboardaccessible

Service Mapping Context menu ofBusiness ServiceMap not accessiblewith keyboard

Expand/Collapsebehavior on ServiceMapping page isnot accessible viakeyboard.

Information beyondsecond column ofChange List arenot accessible bykeyboard.

Items on the ServiceMapping view mapare not keyboardaccessible

Items on thetopology map arenot accessible bykeyboard.

Map NavigationWidget is notaccessible viakeyboard

No keyboardequivalent to right-click functions onBusiness ServiceMap

Operations inthe BusinessService Tree arenot accessible bykeyboard.

Pop-out panels onService Mappingpage are notaccessible viakeyboard.

Scalable VectorGraphics controlsnot accessible bykeyboard

Service Mappingtabbed navigationsexperiencessome unexpectedbehaviors.

Service Mappingtooltip is notavailable tokeyboard-onlyusers, speech inputusers, and screenreader users

The Services treeis not navigable viakeyboard

Unable to accessAdding ManualConnection and AddManagement IPmenus via keyboard

SurveyManagement

Properties dialogbox cannot bedismissed withthe keyboard inQuestionnaireTemplates Designer

QuestionnaireTemplate Designerdrag and dropfunctionality onthe build segmenthierarchy cannot beperformed using thekeyboard.

UI components Custom buttons inFiscal Calendar arenot accessible viakeyboard

Edit Module andAdd To Favoritesbuttons are notaccessible viakeyboard.

Get Help forminstructions are notaccessible withoutmouse.

Tooltip for Info iconis inaccessible viakeyboard

Unable to closepop-up from List v3debug pop up iconvia keyboard.

Workflow Stage renderingand Stage orderdropdowns in adminrole's WorkflowEditor are notaccessible bykeyboard

2.1.2 No Keyboard Trap: Ifkeyboard focus can be movedto a component of the pageusing a keyboard interface,then focus can be movedaway from that componentusing only a keyboardinterface, and, if it requiresmore than unmodified arrowor tab keys or other standardexit methods, the user isadvised of the method formoving focus away. (Level A)



Unable to set focuson DependecyViews Mapindicators

Service Mapping Delete linkedidentificationsection/connectionsection pop-up doesnot get focus wheninvoked in PatternDesigner

Unable to set focuson expand/collapseicons of BusinessService Map


https://www.w3.org/TR/WCAG20/#functiondef

https://www.w3.org/TR/WCAG20/#keybrd-interfacedef






2.1.3 Keyboard (NoException): All functionalityof the content is operablethrough a keyboard interfacewithout requiring specifictimings for individualkeystrokes. (Level AAA)

Not supported See 2.1.1

Table 22: Guideline 2.2 Enough Time: Provide users enough time to read and use content



2.2.1 Timing Adjustable: Foreach time limit that is set bythe content, at least one of thefollowing is true: (Level A)

Supports

2.2.2 Pause, Stop, Hide: Formoving, blinking, scrolling,or auto-updating information,all of the following are true:(Level A)

Supports

2.2.3 No Timing: Timing isnot an essential part of theevent or activity presentedby the content, except fornon-interactive synchronizedmedia and real-time events.(Level AAA)

Not applicable

2.2.4 Interruptions:Interruptions can bepostponed or suppressed bythe user, except interruptionsinvolving an emergency.(Level AAA)

Not applicable

2.2.5 Re-authenticating:When an authenticatedsession expires, the usercan continue the activitywithout loss of data after re-authenticating. (Level AAA)


Support depends on customercustomization. If the instance permits theuser to use the Remember me flag on theirsessions, the whole re-authorization processis entirely invisible.


https://www.w3.org/TR/WCAG20/#functiondef


https://www.w3.org/TR/WCAG20/#blinksdef

https://www.w3.org/TR/WCAG20/#essentialdef



https://www.w3.org/TR/WCAG20/#real-time-eventsdef

https://www.w3.org/TR/WCAG20/#emergencydef


Table 23: Guideline 2.3 Seizures: Do not designcontent in a way that is known to cause seizures



2.3.1 Three Flashes orBelow Threshold: Webpages do not contain anythingthat flashes more than threetimes in any one secondperiod, or the flash is belowthe general flash and red flashthresholds. (Level A)

Supports

2.3.2 Three Flashes: Webpages do not contain anythingthat flashes more than threetimes in any one secondperiod. (Level AAA)

Supports


https://www.w3.org/TR/WCAG20/#webpagedef


https://www.w3.org/TR/WCAG20/#flash-def

https://www.w3.org/TR/WCAG20/#general-thresholddef

https://www.w3.org/TR/WCAG20/#general-thresholddef



https://www.w3.org/TR/WCAG20/#flash-def


Table 24: Guideline 2.4 Navigable: Provide ways to helpusers navigate, find content, and determine where they are



2.4.1 Bypass Blocks: Amechanism is available tobypass blocks of content thatare repeated on multiple Webpages. (Level A)



Question TemplateDesigner landmarksare not identified byscreen readers.

SurveyManagement

Question TemplateDesigner landmarksare not identified byscreen readers.

2.4.2 Page Titled: Web pageshave titles that describe topicor purpose. (Level A)

Supports

2.4.3 Focus Order: If aWeb page can be navigatedsequentially and thenavigation sequences affectmeaning or operation,focusable componentsreceive focus in an orderthat preserves meaning andoperability. (Level A)



Unexpected taborder in GlideModal. User isallowed to tab toelements outside themodal.


CI search box notincluded in tab order

Dependency Viewspages containseveral caseswhere the taborder behaves inunexpected ways.

Focus doesnot center onDependency ViewsMap

Tab order on BSMdoes not followlogical order.

Tab sometimesskips both verticaland horizontal tabon DependencyViews Map

Discovery Focus movesoutside form afterthe list selections inPattern Designer

KnowledgeManagement

Article rating barnot accessiblevia keyboard withChrome and Safaribrowsers

Lists Date/Time field inv2 list editor is losesfocus


Hidden elements fallinto focus order

Service Catalog Hidden elements ofService Catalog fallinto focus order

Unexpected focusorder on Cataloghome page

Elements of ServiceCatalog lack focusindication

Service Mapping Connect to andCreate Newbusiness serviceoptions are not partof tab order

Business Servicetimeline is not part oftab order

Captions and valuesof the PropertiesPanel of TechnicalBusiness Serviceare not part of thetab order

Comparison dropdown panel ofBusiness ServiceMap is not part oftab order

Data from thedashboard isskipped in the taborder

Icons on theProperties Panelof the DiscoveredService Map are notpart of the tab order

Some itemson ComplianceDashboard are notpart of tab order

SurveyManagement

Focus moves inunexpected orderin QuestionnaireTemplates Designer.

UI components Expand/Collapsebehavior onPerformanceAnalytics andReporting Createa Report page isnot accessible viakeyboard.

Mobile In mobile lists,the Sort menuhas inadequatefocus, making somefunctions difficult forscreen reader users.

2.4.4 Link Purpose (InContext): The purpose ofeach link can be determinedfrom the link text alone orfrom the link text togetherwith its programmaticallydetermined link context,except where the purpose ofthe link would be ambiguousto users in general. (Level A)


KnowledgeManagement

Links used toperform a functionin KnowledgeBase where it ispreferable to usebuttons.

Service Portal Service Portallanding page useslinks as buttons andmay be confusingwith assistivetechnologies







https://www.w3.org/TR/WCAG20/#nav-seqdef

https://www.w3.org/TR/WCAG20/#nav-seqdef

https://www.w3.org/TR/WCAG20/#linkpurposedef

https://www.w3.org/TR/WCAG20/#linkpurposedef

https://www.w3.org/TR/WCAG20/#pdlinkcontextdef

https://www.w3.org/TR/WCAG20/#pdlinkcontextdef

https://www.w3.org/TR/WCAG20/#ambiguouslinkdef





2.4.5 Multiple Ways: Morethan one way is availableto locate a Web page withina set of Web pages exceptwhere the Web Page isthe result of, or a step in, aprocess. (Level AA)

Supports

2.4.6 Headings and Labels:Headings and labels describetopic or purpose. (Level AA)



Settings buttonin RelationshipFormatter do nothave labels


Page and iFrametitles are notsufficient to describecontent on CentralDispatch page

2.4.7 Focus Visible: Anykeyboard operable userinterface has a mode ofoperation where the keyboardfocus indicator is visible.(Level AA)


Service Mapping Focus indication isinadequate

UI components Focus for "DisplayAging Report" is notadequate for in IE11

Focus indication isinadequate

Focus indicationis inadequate onglobal header

Some pages haveelements that arenot visible to focusindicator

Some pages containelements with visiblefocus indicators thatare inadequate,depending onthe browser andwhether highcontrast mode is inuse

2.4.8 Location: Informationabout the user's locationwithin a set of Web pages isavailable. (Level AAA)


Not available for all pages. Breadcrumbsand workflow ribbons allow user to jumpback through pages where user must gofrom Page A to B to C.



https://www.w3.org/TR/WCAG20/#set-of-web-pagesdef

https://www.w3.org/TR/WCAG20/#processdef

https://www.w3.org/TR/WCAG20/#labeldef





2.4.9 Link Purpose (LinkOnly): A mechanism isavailable to allow the purposeof each link to be identifiedfrom link text alone, exceptwhere the purpose of the linkwould be ambiguous to usersin general. (Level AAA)


Not all links in the system have beenevaluated against this criterion.

2.4.10 Section Headings:Section headings are used toorganize the content. (LevelAAA)

Not applicable

Principle 3: Understandable - Information and the operation of user interface mustbe understandable

Table 25: Guideline 3.1 Readable: Make text content readable and understandable



3.1.1 Language of Page:The default human languageof each Web page can beprogrammatically determined.(Level A)


Dependency views(BSM map)

Default language isnot tagged for somepages.

3.1.2 Language of Parts:The human languageof each passage orphrase in the contentcan be programmaticallydeterminedexcept for propernames, technical terms, wordsof indeterminate language,and words or phrases thathave become part of thevernacular of the immediatelysurrounding text. (Level AA)


See 3.1.1

Note: In cases where a languageswitch could occur within the samepage, it happens because anend-user comments in a differentlanguage than what the viewer iscurrently set to.

3.1.3 Unusual Words: Amechanism is available foridentifying specific definitionsof words or phrases used inan unusual or restricted way,including idioms and jargon.(Level AAA)

Not supported





https://www.w3.org/TR/WCAG20/#sectiondef

https://www.w3.org/TR/WCAG20/#human-langdef



https://www.w3.org/TR/WCAG20/#human-langdef




https://www.w3.org/TR/WCAG20/#unusual-restricteddef

https://www.w3.org/TR/WCAG20/#unusual-restricteddef

https://www.w3.org/TR/WCAG20/#idiomsdef

https://www.w3.org/TR/WCAG20/#jargondef




3.1.4 Abbreviations: Amechanism for identifying theexpanded form or meaningof abbreviations is available.(Level AAA)

Not supported

3.1.5 Reading Level: Whentext requires reading abilitymore advanced than the lowersecondary education levelafter removal of proper namesand titles, supplementalcontent, or a version that doesnot require reading abilitymore advanced than the lowersecondary education level, isavailable. (Level AAA)

Not supported

3.1.6 Pronunciation: Amechanism is availablefor identifying specificpronunciation of words wheremeaning of the words, incontext, is ambiguous withoutknowing the pronunciation.(Level AAA)

Not supported

Table 26: Guideline 3.2 Predictable: Make Web pages appear and operate in predictable ways



3.2.1 On Focus: When anycomponent receives focus, itdoes not initiate a change ofcontext. (Level A)


Reporting Unexpectedbehavior associatedwith autocompletemenus

3.2.2 On Input: Changingthe setting of any userinterface component does notautomatically cause a changeof context unless the user hasbeen advised of the behaviorbefore using the component.(Level A)


Surveymanagement

Properties dialogbox in QuestionnaireTemplates Designernot accessible bykeyboard.



https://www.w3.org/TR/WCAG20/#abbreviationsdef

https://www.w3.org/TR/WCAG20/#lowseceddef

https://www.w3.org/TR/WCAG20/#lowseceddef

https://www.w3.org/TR/WCAG20/#suppcontentdef

https://www.w3.org/TR/WCAG20/#suppcontentdef


https://www.w3.org/TR/WCAG20/#context-changedef


https://www.w3.org/TR/WCAG20/#user-interface-componentdef







3.2.3 Consistent Navigation:Navigational mechanismsthat are repeated on multipleWeb pages within a set ofWeb pages occur in thesame relative order each timethey are repeated, unlessa change is initiated by theuser. (Level AA)


Consistent as long as user is navigating theUI within the frameset at all times.

3.2.4 ConsistentIdentification: Componentsthat have the samefunctionality within a set ofWeb pages are identifiedconsistently. (Level AA)



Password reset:Some headingsare missing theappropriate markup

Reporting Report designerdoes not useappropriate headingmarkup

3.2.5 Change on Request:Changes of context areinitiated only by user requestor a mechanism is available toturn off such changes. (LevelAAA)


Core platform Some headingsare missing theappropriate markup





https://www.w3.org/TR/WCAG20/#samerelorderdef

https://www.w3.org/TR/WCAG20/#samefunctionalitydef

https://www.w3.org/TR/WCAG20/#samefunctionalitydef





Table 27: Guideline 3.3 Input Assistance: Help users avoid and correct mistakes

Criteria Level of Support Remarks and Explanations

3.3.1 Error Identification: Ifan input error is automaticallydetected, the item that is inerror is identified and the erroris described to the user intext. (Level A)

Supports

3.3.2 Labels or Instructions:Labels or instructions areprovided when contentrequires user input. (Level A)



Fields usingCodeMirror are notcompatible withscreen readers.

ConfigurationManagementDatabase (CMDB)

Some actions thatcause a changeto the UI don'tannounce that thechanges occurredin CMDB QueryBuilder


Form controls arelabeled incorrectly

On clicking Expandand Collapse ofDependency ViewsMap, user is notinformed of change

Discovery No notification ofthe new informationupon save, deleteor publish in PatternDesigner

Service Mapping Service MappingView Map formcontrols are notcorrectly labeled

SurveyManagement

Configuration andAvailability panelsfor admin users donot have appropriatelabels

Instructions forWYSIWYG editorin QuestionnaireTemplates Designeris not accessible toassistive technology.

UI components Required or invalidfields are notindicated in anaccessible way

There is no visiblelabel for the togglecolumn searchbutton in lists.


https://www.w3.org/TR/WCAG20/#input-errordef

https://www.w3.org/TR/WCAG20/#labeldef



3.3.3 Error Suggestion: Ifan input error is automaticallydetected and suggestions forcorrection are known, thenthe suggestions are providedto the user, unless it wouldjeopardize the security orpurpose of the content. (LevelAA)


Not all input error messages providesuggestions for correction.

3.3.4 Error Prevention(Legal, Financial, Data):For Web pages that causelegal commitments or financialtransactions for the user tooccur, that modify or deleteuser-controllable data in datastorage systems, or thatsubmit user test responses,at least one of the following istrue: (Level AA)

Supports Supported out of the box. Customizationmay affect support.

3.3.5 Help: Context-sensitivehelp is available. (Level AAA)


A number of context-sensitive help featuresare available in the platform.

3.3.6 Error Prevention (All):For Web pages that requirethe user to submit information,at least one of the following istrue: (Level AAA)

Supports Supported out of the box. Customizationmay affect support.


https://www.w3.org/TR/WCAG20/#input-errordef


https://www.w3.org/TR/WCAG20/#legalcommitmentsdef

https://www.w3.org/TR/WCAG20/#user-controllabledef

https://www.w3.org/TR/WCAG20/#context-sensitivehelpdef

https://www.w3.org/TR/WCAG20/#context-sensitivehelpdef



Principle 4: Robust - Content must be robust enough that it can be interpretedreliably by a wide variety of user agents, including assistive technologies


4.1.1 Parsing: In contentimplemented using markuplanguages, elementshave complete start andend tags, elements arenested according to theirspecifications, elementsdo not contain duplicateattributes, and any IDs areunique, except where thespecifications allow thesefeatures. (Level A)


KnowledgeManagement

Parsing errors thatcan hinder assistivetechnologies arepresent

Service Mapping Parsing errors thatcan hinder assistivetechnologies arepresent

The slider widgetwithin the ServiceMapping (ITOM)section of thewebsite is not fullyoperable using thekeyboard

UI components IDs on some UIpages are notunique which cancause problemsfor assistivetechnologies whenthey are trying tointeract with thepage

4.1.2 Name, Role, Value:For all user interfacecomponents (including butnot limited to: form elements,links and componentsgenerated by scripts), thename and role can beprogrammatically determined;states, properties, and valuesthat can be set by the usercan be programmatically set;and notification of changesto these items is availableto user agents, includingassistive technologies. (LevelA)


Assessments Voice Over selectsinput contentinstead of inputof admin role'sSurvey Designerconfiguration pagewhen using Chromeon Mac.

Connect In Connect, screenreaders announceplaceholder text inthe conversationfilter and themessage field.

In Connect, sometooltips are notaccessible viakeyboard.

Dependency views(BSM map)

Map Settings arenot marked upappropriately forassistive technology.

Saving successmessage is notstated by AssistiveTechnologies

Sortable data tablesdo not indicatesorted state

Toggle buttons arenot accessible toscreen readers.

Discovery Patter Designer OS(Operations System)field has no label forJAWS


Central Dispatchpage contains menubuttons that arenot tab-accessible;navigation isavailable via arrowkeys.

Field ServiceManagementmessages are notread by screenreaders.

FinancialManagement

Content in Add NewSegment dialogbox inaccessible toassistive technology

Forms and fields Security Incident:Post IncidentReview reports isnot announced byscreen reader

Human resources Assistive tool doesnot announcecampus buildingname inside thecampus map.

KnowledgeManagement

AssistiveTechnologies do nottell the user anythingabout the results ofa search

Lists Progress bar foractivating/upgradinga plugin does notannounce to screenreaders

ProjectManagement

Project and PortfolioManagementelements do nothave the correct roleapplied

Reporting Table columnsort behavioron PerformanceAnalytics andReporting Createa Report page isnot accessible withassistive technology.

Service Catalog The controls withinthe Add Panel dialogbox have incorrectlabels

Service Mapping Messages aboutstarting andcancelling discoveryare not statedby assistivetechnologies.

Service Mapping(ITOM) form withinpop-up is notread by assistivetechnologies.

Service Mappingtoggle buttons havesome compatibilityissues withaccessibility tools:

• State of buttonis not correctlyexposed toassistivetechnologies

• Correct role isnot applied tosome buttons.

• Some buttonsincorrectly codedas a tablist.

Service Portal Assistive tool doesnot announce linkson SP landing page

Form controls arelabeled incorrectlyon Service Portallanding page,making it difficult forusers with screenreaders using IE11 +JAWS

SurveyManagement

Controls withinthe "Properties"dialog box do notnecessarily respondcorrectly to assistivetechnologies

Question TemplateDesigner messagesare not read byscreen readers.

UI components After receivingerror message, asecond consoleerror messageappears

NVDA reads thesame label twice forseveral items in thebanner frame

Screen reader doesnot announce alerttext to notify ofmissing mandatoryfields for MyNotificationsPreferences of Self-Service.

SystemAdministrator menuin global headercontains excessivetext

Using VoiceOverand Safari youcannot tell thecurrent sort order ofthe table

VoiceOver does notread pop up optionsfor List v3

Visual Task Boards The CreateData-DrivenBoard screen isinaccessible withVoiceOver in Safari

Workflow JAWS does notannounce currentstage or stagedetails for the adminrole's WorkflowEditor




https://www.w3.org/TR/WCAG20/#namedef

https://www.w3.org/TR/WCAG20/#roledef


https://www.w3.org/TR/WCAG20/#programmaticallysetdef

https://www.w3.org/TR/WCAG20/#useragentdef

https://www.w3.org/TR/WCAG20/#atdef

Jakarta ServiceNow Index

Index

A

accessibilityrelease notes 4

Accessibility 508 Compliance 492activation information 53Agile Development

release notes 32upgrade information 34

Agile Development 2.0upgrade information 34

APIrelease notes 5

Application Portfolio Managementrelease notes 35

Assessments and Surveysrelease notes 9

audit roles 22authentication

release notes 7Automated Test Framework

release notes 7

B

Benchmarksrelease notes 71

browser requirements 475, 491

C

Calendars and schedulesrelease notes 9

Change Management release notes 72Cloud Management changes 49Communities

release notes 93compliance 493contextual security

Contextual Security: Role Management V2 21Contextual Security: Role Management V2 REST API21

Contextual Security: Role Management V2 22Credentials release notes 50Customer Service Management

release notes 95

D

Dashboardsrelease notes 85

delegated developmentrelease notes 31

Dependency Viewsrelease notes 12

deprecated plugins 460, 476

Discoveryupgrading to Jakarta 52

Discovery release notes 51

E

Edge Encryptionrelease notes 12

embedded helprelease notes 13

Event Managementmanual service

import 61rules

import 60, 60upgrade 59

Event Management changes and new features 53

F

Facilities Service ManagementRelease notes 101

FeatureNamerelease notes 10

Field Service Managementrelease notes 96

Financial Managementrelease notes 36

G

guided toursrelease notes 13

H

how to upgrade 421HR Service Management

release notes 97

I

Import and exportrelease notes 14

Incident Managementrelease notes 74

ITSM guided setuprelease notes 75

J

Jakartarelease notes 4



K

Knowledge Managementrelease notes 14

M

MetricBaserelease notes 15

MID Serverset version 69upgrades 64upgrading manually 69

MID Server release notes 62MID Server upgrade check 66MID Server upgrade error messages 64migration procedures 421mobile

release notes 15

N

new plugins in Jakarta 460, 476Notifications

release notes 16Notifications upgrade information 18

O

ODBCrelease notes 419, 420, 420

Operational Intelligence 53Operational Metrics changes 53Orchestration Core release notes 19

P

Password Resetrelease notes 76

patching 421Performance Analytics

release notes 83Performance Analytics upgrade information 86Platform performance

release notes 20platform security

release notes 21pre-upgrade procedures 421previous agile customization

delete 34, 34Problem Management

release notes 76Project Portfolio Suite with Financials

release notes 41

Q

QPP 421

R

Release Managementrelease notes 48

release notesSLA Timeline 80

Release notesaccessibility 4Agile Development 32Agile Development 2.0 32API 5Application Portfolio Management 35Assessments and Surveys 9authentication 7Automated Test Framework 7Benchmarks 71calendars and schedules 9Communities 93Customer Service Management 95Dashboards 85delegated development 31Dependency Views 12Edge Encryption 12embedded help 13Facilities Service Management 101FeatureName 10, 39Field Service Management 96Financial Management 36guided tours 13HR Service Management 97Import and export 14Incident Management 74ITSM guided setup 75Jakarta 4Knowledge Management 14MetricBase 15mobile 15notifications 16ODBC 419, 420, 420Password Reset 76Performance Analytics 83platform performance 20platform security 21Problem Management 76Project Portfolio Suite with Financials 41Release Management 48Reporting 84Security Incident Response 87Security Operations 87Security Operations Common 93Security Operations Integrations 92Service Catalog 77Service Level Agreement 80Service Mapping 70Service Portal 24Service Portfolio Management 82Software Asset Management 44Subscription Management 82System Update Sets 26System upgrades 27Threat Intelligence 90Time Card 46



Time Card Management 46Trusted Security Circles 91user interface 27Vendor Risk Management 40Visual Task Boards 28Web services 29Workflow 30

release notes for Change Management 72release notes for Credentials 50Release notes for Discovery 51release notes for Orchestration Core 19Release notes MID Server 62renamed plugins 460, 476Reporting

release notes 84resolving upgrade conflicts 421

S

Section 508US compliance code 492

Security Incident Responserelease notes 87

Security Operationsrelease notes 87

Security Operations Commonrelease notes 93

Security Operations Integrationsrelease notes 92

Service Analytics changes 53Service Catalog

release notes 77Service Level Agreement

release notes 80Service level agreements 82Service Mapping

release notes 70Service Portal

release notes 24Service Portfolio Management

release notes 82SLA Timeline

release notes 80Software Asset Management

release notes 44Subscription Management

release notes 82System Update Sets

release notes 26System upgrades

release notes 27

T

Threat Intelligencerelease notes 90

Time Cardrelease notes 46upgrade information 48

Time Card Managementupgrade information 48

Trusted Security Circlesrelease notes 91

U

upgrade and migration tasks 435upgrade history 421upgrade information 53Upgrade information

Agile Development 34Time Card 48

upgrade instance 421Upgrade test 66upgrading

MID Server version 69US compliance code

Section 508 492user interface

release notes 27User interface 448

V

Vendor Risk Managementrelease notes 40

Visual Task Boardsrelease notes 28

Voluntary Product Accessibility Template 492

W

WCAG 493Web Content Accessibility Guidelines 493Web services

release notes 29Workflow

release notes 30


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