Servicenow Istanbul Release Notes

06/12/2018
Istanbul Release Notes

Istanbul ServiceNow Contents
Contents
Istanbul release notes................................................................................................................................. 5

Features and changes by product...................................................................................................... 5
ServiceNow Platform release notes......................................................................................... 5
Application development release notes..................................................................................26
Business Management release notes.................................................................................... 29
IT Operations Management release notes.............................................................................45
IT Service Management release notes.................................................................................. 58
Performance Analytics and Reporting release notes............................................................. 66
Security Operations release notes......................................................................................... 75
Service Management release notes.......................................................................................80
Available versions (Istanbul)............................................................................................................. 85
Istanbul Patch 11....................................................................................................................88
Istanbul Patch 10a Hot Fix 1............................................................................................... 100
Istanbul Patch 10..................................................................................................................102
Istanbul Patch 9a Hot Fix 1................................................................................................. 126
Istanbul Patch 9....................................................................................................................127
Istanbul Patch 8 Hot Fix 1................................................................................................... 154
Istanbul Patch 8....................................................................................................................156
Istanbul Patch 7....................................................................................................................179
Istanbul Patch 6....................................................................................................................209
Istanbul Patch 5....................................................................................................................248
Istanbul Patch 4....................................................................................................................268
Istanbul Patch 3 Hot Fix 1b................................................................................................. 278
Istanbul Patch 3 Hot Fix 1a................................................................................................. 279
Istanbul Patch 3a..................................................................................................................280
Istanbul Patch 3....................................................................................................................282
Istanbul Patch 2....................................................................................................................298
Istanbul Patch 1....................................................................................................................321
Istanbul security and notable fixes.......................................................................................352
All other Istanbul fixes.......................................................................................................... 417
ODBC Driver 1.0.13 release notes...................................................................................... 514
Upgrade to Istanbul.........................................................................................................................517
Upgrade your instance......................................................................................................... 520
Upgrade tasks and notable changes by application or feature............................................ 531
Upgrade planning checklist (Istanbul).................................................................................. 553
Upgrade to Istanbul from Geneva...................................................................................................558
© 2018 ServiceNow. All rights reserved. iii

Release notes for upgrade from Geneva to Istanbul........................................................... 559
User interface in Istanbul..................................................................................................... 559
Notable changes in Istanbul.................................................................................................565
Browser support in Istanbul..................................................................................................569
Changes to plugins in the Istanbul release..........................................................................573
Changes to plugins in the Istanbul release.................................................................................... 584
Browser support.............................................................................................................................. 596
Exceptions to browser support............................................................................................. 597
Accessibility 508 compliance...........................................................................................................599
Voluntary Product Accessibility Template............................................................................ 599
Index.......................................................................................................................................................... 619
Istanbul ServiceNow Istanbul release notes
Istanbul release notes

The ServiceNow, Inc. Istanbul release contains new functionality and fixes to existing functionality. Patch
releases and hotfixes provide problem fixes and are released on an as-needed schedule.
Features and changes by product

Review the new features and changes in this release by product.
New feature in Istanbul
The Istanbul release includes a new platform feature.

• Automated Test Framework on page 10
Updated features and products
Other products were changed and updated in the Istanbul release. For more information, refer to the
release notes topics, which are organized by product area.
ServiceNow Platform release notes

The ServiceNow Platform has new and updated features in the Istanbul release.
API release notes

API product enhancements and updates in the Istanbul release.
Activation information
• 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.
Additional requirements for the Email API
By default, Email Service only allows admin users to access the Email API. Administrators can grant
access to the Email API by:
1. Adding an access control for creating records in the Email [sys_email] table linked to the
email_api_send role.
2. Assigning the email_api_send role to the non-admin user.
3. Verifying the non-admin user has read access to the notification target table. For example, an email
notification for an incident, requires read access to the Incident table.
© 2018 ServiceNow. All rights reserved. 5

Non-admin users with the email_api_send role can access the Email API from the REST API explorer.
New in the Istanbul release
Email API With the Email API you can receive and send email
messages using REST.
CI Lifecyle Management API Provides the ability to manipulate CI operational
states and apply CI actions using REST interfaces.
Changed in this release
Table 1: New scoped classes and additional methods to existing classes
Class Methods
CatalogClientScript
create(),deleteRecord(),setAttributes(),applie
CartJS
getCart(),getCartID(),getCartItems(),empty(),a
CatalogSearch search()
CMDBGroupAPI getManualCIList(),
getSavedQueryIdList(),
getAllCIFromQueryBuilder(),
getAllCI(), setManualCIList(),
setSavedQueryIdList()
GlideSystem dateGenerate(), urlEncode(),
urlDecode(), base64Decode(),
base64Encode(), and
eventQueueScheduled()
GlideSession isImpersonating()
GlideDateTime after(), before(),
onOrAfter(), onOrBefore(),
getUserFormattedLocalTime() and
getInternalFormattedLocalTime()
GlideDate getDayOfMonthNoTZ(), getMOnthNoTZ(),
and getYearNoTZ()
GlideTime getHourOfDayUTC(),
getHourUTC(), getMinutesUTC(),
getHourOfDayLocalTime(),
getHourLocalTime(),
getMinutesLocalTime(), and
getSeconds()
GlideUser getEmail(), getFirstName(),
getLastName(), getRoles(), and
getUserRoles()
GlideAggregate addDomainQuery(GlideRecord)

Class Methods
GlideElement setPhoneNumber() and

getGlobalDisplayValue()
GlideScriptableInputStream Has no constructor and no methods, but is
used as a parameter and return value in some
methods.
GlideSysAttachment getContentSream(),
writeContentStream(), and
writeBase64()
GlideTextReader readLine() and getEncoding()
GlideDigest getMD5Base64(),
getMD5Base64FromInputStream(),
getMD5Hex(),
getMD5HexFromInputStream(),
getSHA1Base64(),
getSHA1Base64FromInputStream(),
getSHA1Hex(),
getSHA1HexFromInputStream(),
getSHA256Base64(),
getSHA256Base64FromInputStream(),
getSHA256Hex(), and
getSHA256HexFromInputStream()
GlideSecureRandomUtil getSecureRandomInt(),
getSecureRandomBound(Number
bound), getSecureRandomLong(),
getSecureRandomString(Number length)
XMLDocument2 setNamespaceAware() A constructor that
accepts a GlideScriptableInputStream is now
available.
XMLNode getAttributes()
CMDBGroupAPI getManualCIList(),
getSavedQueryIdList(),
getAllCIFromQueryBuilder(),
getAllCI(), setManualCIList(), and
setSavedQueryIdList()
IdentificationEngine identifyCI(), createOrUpdateCI(),
runIdentificationAudit()
PAScorecard addParam(), asJSON(), query(), result()
PASnapshot getCompareIDs(), getCompareQuery(),
getIDs(), getQuery()
Table 2: New global classes and additional methods for existing classes
Class Methods
GlideDateTime getUserFormattedLocalTime() and

getInternalFormattedLocalTime()

Class Methods
OCRosterSpanApprovalUtil approvePTOSpan(),
getPTOApproversList(),
getContextualCalUrlPerSpanProposal(),
getFromDateDisplayValuePerSpanProposal(),
getToDateDisplayValuePerSpanProposal(),
getUserNamePerSpanProposal(),
isPTOApprovalRequired(), and
rejectPTOSpan()
OCTimer log(), millisToTime(), result(),
start(), and stop()
OCSeriesEventGenerator getMemberCalendar(),
getRosterICalEvents(), and
getRosterMemberEvents()
OCRotaICalendarSNC cleanExpiredCache(),
createCalendarEvents(),
createCustomEvent(),
createPlaceholderCalendar(),
getCalendarEvents(),
getEventsFromTable(),
getIntersectRotaSpanItem(),
getMemberCalendarURL(),
getOnCallCalendarURL(),
handleOverrideMember(),
handleRotaMember(),
invalRotaRespCache(),
matchRotaSpanRule(),
populateCalendarSubscriptionSettings(),
processSeriesEvent(),
saveCalendarEvents(),
sendCalendarURL(), and
updateExceptionList()
OCRotaICalendar Has no methods.
OCRotaMember deactivateUser(), hasChanged(),
hasOrderChanged(), recalculate (), and
validateDates()
ICalUtilSNC formatICalComponent(),
formatICalEvent(),
formatRecurringRule(),
getDateFromScheduleDateTime(),
getSDT(), and
getTimeFromScheduleDateTime()
ICalUtil Has no methods.

Class Methods
StateManagementScriptableApi addBulkCIAction(),
extendCIActionLease(),
getCIActions(),
getOperationalState(),
isCompatibleCIAction(),
isLeaseExpired(),
isNotAllowedAction(),
isNotAllowedOpsTransition(),
isValidRequestor(),
registerOperator(),
removeBulkCIAction(),
setBulkCIOperationalState(),
unregisterOperator()
IdentificationEngineScriptableApi identifyCI()
Table 3: New client classes and additional methods for existing classes
Class Methods
GlideForm isLiveUpdating(), submit(String verb)
Removed in this release
• The scoped GlideSystem getSessionToken() method has been deleted. Instead, use the scoped
GlideSession getSessionToken() method.
Authentication release notes

Authentication enhancements and updates in the Istanbul release.
OAuth ServiceNow instances support authorization code

grant flow and implicit code flow. Authorization
code grant flow gives users access to a resource
by authenticating directly with an OAuth server that
trusts the resource, instead of authenticating with
username/password credentials. Implicit code flow
allows the access token to be given directly to the
client application.
• Self-service password reset: The Self Service Password Reset plugin (com.snc.password_reset)
and the Password Reset (com.glideapp.password_reset) plugin are active by default for new
instances and upgrades. By default, when the 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. The instance no longer sends a temporary password by default.
• Certificate expiration: Notifications for expired (but active) SAML certificates are enabled by default and
are configured to be sent to the last three logged in users who have the administrator role. This feature
reminds you when SAML certificates are going to expire. The notification is sent at least 20 days before
certificate expiration. When a new certificate is associated with an active IdP, the notification is sent to
the logged-in user who created the certificate.
• LDAP: If the LDAP server is down, users who are trying to log in can receive a one-time password to
access the instance. This is controlled by the glide.ldap.onetime.password.enabled property,
which is enabled by default.
Automated Test Framework

Automated Test Framework is a new application in the Istanbul release.
With the Automated Test Framework, you create and run automated tests on your ServiceNow instance.
When you upgrade or modify an instance, run these tests to confirm that the instance still works as
designed.
• You can create simple tests that mimic user actions with no scripting. Examples of test steps that do not
require scripting include the following:
• Open a form
• Set field values
• Validate field values and attributes (such as read-only)
• Submit the form
• With the server-side scripting test, you can perform more complex operations. Examples include the
following:
• Perform unit tests using javascript, including tests using the Jasmine test framework. (In Istanbul,
only test steps in the global scope support Jasmine.)
• Test business rules, script includes, and other ServiceNow scripts.
• Create tests that operate on data that you define.
Platform feature - activated by user with the admin role.

See Automated Test Framework for more information.
Assessments and Surveys release notes

ServiceNow® Assessments and Surveys product enhancements and updates in the Istanbul release.
Platform feature - active by default.

Survey widget A survey can be taken from Service Portal.
Support for new question types Emojis, multiple selection, and ranking question
types are supported for surveys.
Support for mobile interface Surveys for users on mobile devices are supported
in Service Portal.
Email public survey from an instance A published public survey can be emailed directly
from within the form.
Admin has read-only view of a completed survey Survey admins can view a read-only response of a
completed survey using a related link.
• Reporting enhancement: Added task ID field. Triggered survey reports are more easily created by
binding to incidents rather than copying information using related fields.
• Triggered survey enhancement: A public survey sent via a triggered condition can be taken without
logging in.
Computer telephony integration release notes

Computer telephony integration enhancements and updates in the Istanbul release.
Existing computer telephony integrations must be changed to work properly on the Istanbul release
Note: If you use the Computer Telephony Integration (CTI) feature, you will need to make changes
and test the changes on an upgraded sub-prod instance before using the feature in production.
The requirements for the sys_cti_rule parameter have changed.

• If you specify the name of a custom function as a sys_cti_rule parameter value, or if you have modified
the out of box CTI Processing entry in the sys_script table (which is the CTI function invoked in the
absence of any sys_cti_rule parameter), you must make the function client callable. This means that
the function cannot do insert, delete, or update to GlideRecords. If the function needs to insert, delete,
or update GlideRecords, you must move these actions to a separate function that is not client callable.
Any values obtained via the various sysparm_ variables needed by the new function must be passed as
arguments. The non-client-callable function does not have access to the sysparm_ variables available
to the client-callable function named in the sys_cti_rule parameter.
• If you have modified the out of box CTI Processing script, you must make the script client callable,
and move all insert, delete, or updates to GlideRecords to a separate non-client-callable function. Any
values obtained via the various sysparm_ variables needed by the new function must be passed as
arguments. The non-client-callable function does not have access to the sysparm_ variables available
to the client-callable function named in the sys_cti_rule parameter.
• If you use the CTI feature without specifying the sys_cti_rule parameter, the system continues to use
the out of box CTI Processing script. While the CTI Processing script has been changed to be client
callable, the code implementing the task view has been commented out. You must implement a new
non-client-callable function for the code that performs the task.update().
• Any CTI function that sets a value in the global variable answer for the CTI Processor to use as the
redirect URL must set the variable in a client-callable script.

• sysparm_cti_rule parameter change: The parameter specified must be a function defined in

a sys_script entry marked client-callable. If the function needs to insert, update, or delete any
GlideRecord, it must call a separate non-client callable function to perform the updates. Functions not
meeting these requirements result in an error like the following to be logged.
*** WARNING *** Security restricted: User tried to run update(String

reason) in GlideRecordSandbox
Configuration Management Database (CMDB) release notes

ServiceNow® Configuration Management Database (CMDB) product enhancements and updates in the
Istanbul release.
A CMDB consists of entities called configuration items (CI), which are part of your environment. CIs have
unique properties, as well as relationships and dependencies with each other that are logically represented
in the CMDB.
Active by default.
CMDB CI Lifecycle Management A new module used to centrally manage and track
the operational state transitions of CIs throughout
their life cycle in the CMDB. This feature provides
a set of state management APIs that you can use
to apply actions to CIs based on their operational
state. You can define rules for applying CI actions
and for transitioning from one operational state to
another to tailor life cycle management to business
needs.
Monitor services health in the CMDB service A central location, similar to the CMDB dashboard,
dashboard to view aggregated health reports for services
at a glance. You can drill down to take actions
to address CMDB health issues and to improve
health. The CMDB service dashboard uses the
Performance Analytics framework for dashboards
and employs the capabilities it provides.
CMDB Query Builder A new module that provides a visual tool to easily
build complex infrastructure and service queries
that span multiple CMDB classes, and that involve
a large number of CIs that are connected by
different relationships. You can use saved queries
to populate a CMDB group with CIs, and then use

scriptable APIs to retrieve the CI list and apply

actions collectively to all the CIs in the group.
CMDB groups A collection of CIs that you can use to apply CI

actions collectively to all CIs that are members in
that collection. For example, a CMDB CI Lifecycle
Management API can use a CMDB group scriptable
API to retrieve the group's list of CIs, and then apply
a CI action collectively to all the CIs.
• CMDB dashboard:
• CMDB dashboard implementation is now based on the Performance Analytics framework for
dashboards, taking advantage of the capabilities it provides.
• Domain separation is now supported in the CMDB dashboard. For more information, see Monitor
CMDB health in the CMDB dashboard.
• Identification and Reconciliation:

• Identification engine APIs are now accessible in scoped apps. See Activate Configuration
Management For Scoped Apps (CMDB) for information about how to activate the plugin, and how to
script a scoped app to access those APIs.
• A new identifyCI API that is similar to the createOrUpdateCI API, but does not commit the result to
the database. You can use this API with a given payload to find out if the identification engine will
perform insert or update operations, without committing the operation.
• Identification Engine can now use related CIs as part of the payload when matching CIs. For more
information, see Create or edit a CI identification rule.
• For new instances, new pre-defined values of 'Ready' and 'Retired' are added to the Operational Status
field. These values are being used by CI Lifecycle Management.
• The following 18 tables are added, increasing the total number of CMDB tables to 554.
Class Label Class Label
RabbitMQ cmdb_ci_appl_rabbitmq
RabbitMQ Cluster cmdb_ci_appl_rabbitmq_cluster
RabbitMQ Queue cmdb_ci_appl_rabbitmq_queue
Data Power Hosting Server cmdb_ci_datapower_server
Docker Container cmdb_ci_docker_container
Docker Engine cmdb_ci_docker_engine
Docker Image cmdb_ci_docker_image
Docker Image Tag cmdb_ci_docker_image_tag
Docker Local Image cmdb_ci_docker_local_image
FromCluster_to_RabbitMQ Endpoint cmdb_ci_endpoint_fromcluster_t
RabbitMQ Endpoint cmdb_ci_endpoint_rabbitmq
label cmdb_ci_endpoint_rabbitmq_queu
Cisco GSS cmdb_ci_lb_cisco_gss

Operating-system-level Virtualization cmdb_ci_oslv_container

Container
Operating-system-level Virtualization Engine cmdb_ci_oslv_engine
Operating-system-level Virtualization Image cmdb_ci_oslv_image
Operating-system-level Virtualization Image cmdb_ci_oslv_image_tag
Tag
Operating-system-level Virtualization Local cmdb_ci_oslv_local_image
Image
Connect release notes

ServiceNow® Connect product enhancements and updates in the Istanbul release.
ServiceNow® Connect is a real-time messaging platform that connects you to your coworkers, bypassing
email and static documents.
Istanbul upgrade information
If you are currently using the legacy chat feature to provide help desk support, close any open help desk
chats before activating Connect Support. Legacy chat and Connect Support cannot be used concurrently.
When you activate Connect Support, the system automatically sets the state of all Chat Queue Entry
[chat_queue_entry] records to Closed Complete. This ends any open help desk chats.
Connect is active by default on new instances. For upgraded instances, you can activate the Connect
plugin (com.glide.connect) if you have the admin role. You can activate the Connect Support plugin
(com.glide.connect.support) if you have the admin role. This plugin includes demo data.
Additional requirements
UI16 or UI15 is required to use Connect.
Browser requirements
• The latest public release of Firefox or Firefox ESR

• The latest public release of Chrome
• Safari version 6.1 and later
• Internet Explorer version 10 and later
• 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.

Notifications in Connect are available in Google Chrome, Mozilla Firefox, and Safari. Internet Explorer
does not support Connect notifications. Some browsers may require additional configuration to allow
notifications. For more information, see Connect notification browser support.
Add more users to a Connect Support chat Support Agents can add more users to an ongoing
support chat.
• General Connect enhancements

• Minor design changes for consistency across the platform.
• Admins can disable chat using the glide.chat.disabled property.
• Connect Support enhancements

• When admins enable the glide.connect.support.reflect_system_messages property, all information
messages are included in the chat activity including when a support agent or user leaves a chat
conversation.
Core platform release notes

Core platform product enhancements and updates in the Istanbul release.
Zing can expand search results with synonyms Expand search results to include additional search
terms.
Table cleaner for text search tables Several table cleaners have been added on
text search-related tables to maintain adequate
performance of text search-related features.
• Currency fields can now have four decimal places. You must set a property to activate this feature.
• Added a Glide record optimizer for currency/price fields to speed up list view (reading currency/price
values).
• A new debug Date/Time option has been added to session debug.
Dependency Views release notes

Dependency Views product enhancements and updates in the Istanbul release.
Dependency Views provide maps that graphically display configuration items that support business
services and the relationships between the configuration items.

Platform feature - active by default and includes demo data.
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
New Dependency Views map properties Several new map properties to help control map
density:
• Minimum horizontal distance between nodes in
horizontal layout.
• Minimum vertical distance between nodes in
horizontal layout.
• Minimum horizontal distance between nodes in
vertical layout.
• Minimum vertical distance between nodes in
vertical layout.
• Truncate node labels to a single line and to fit
available space (default). Disable to display
entire labels on multiple lines and wrapped as
needed.
Predefined filters You can now create filters that narrow the scope of
the CIs that are displayed on the map by CI type, CI
attributes, and relationships.
• When hovering over a link between two nodes on the map, the tooltip lists all relationship types for the
nodes and their direction.
• Child nodes of virtually grouped nodes are now displayed underneath the virtual node. Child nodes
of a virtual group are not virtually grouped even if they are similar, but the next level of nodes can be
virtually grouped if possible.
• You can now collapse a virtual group that has been previously expanded. For more information, see
Dependency Views map menus and controls.
Email Service release notes

Email Service is a new platform feature in the Istanbul release.

Email Service installs the Email API on the instance. With the Email API you can receive and send email
messages using REST.
Users with the admin role can activate the Email Service plugin (com.glide.email.service) to enable the
Email API.
By default, Email Service only allows admin users to access the Email API. Administrators can grant
access to the Email API by:
1. Adding an access control for creating records in the Email [sys_email] table linked to the
email_api_send role.
2. Assigning the email_api_send role to the non-admin user.
3. Verifying the non-admin user has read access to the notification target table. For example, an email
notification for an incident, requires read access to the Incident table.
Non-admin users with the email_api_send role can access the Email API from the REST API explorer.
See Email Service for more information.
Import and Export release notes

Import and Export product enhancements and updates in the Istanbul release.
• Easy import supports exporting and importing spreadsheets in the XLSX format.
• Web service import sets support dynamic row resizing with the new properties
com.glide.ws_import_set.column_resize and com.glide.ws_import_set.column_resize.max_row_count.
• System keystore validation is available for all FTPS file retrieval methods. You can specify a system
keystore when you create a file-type data source.
Knowledge Management release notes

ServiceNow® Knowledge Management application enhancements and updates in the Istanbul release.
Knowledge Management has changed with Knowledge v3, which is enabled by default for all instances.
For migration information, see Knowledge Management v3 migration.
Platform feature - active by default

Article-level user criteria Access to Knowledge v3 articles are controlled by

configuring user criteria on the article level.
Changed in the Istanbul release
Flagging articles The glide.knowman.use_life_feed property controls

the display of knowledge article comments.
• If enabled, the system uses live feed to manage
and display feedback on knowledge articles.
Flagged comments do not appear on the
Article View page. Users with the admin,
knowledge_admin, and knowledge_admin roles
can access flagged articles by navigating to
Knowledge > Articles > All Flagged. Users
with the knowledge role can access their
flagged articles by navigating to Knowledge >
Articles > My Flagged.
• If disabled, the author of the article and
users with the admin, knowledge_admin, and
knowledge_manager roles can see all flagged
comments. Other users can see only their own
flagged comments.
Mobile release notes

Mobile product enhancements and updates in the Istanbul release.
Access an instance from your mobile device using the native mobile app or directly from your mobile
browser.
The mobile web experience is active by default. To access the native mobile app, download the app from
iTunes or the Google Play store.
Access the mobile web interface from the latest versions of Safari or Chrome on your mobile device.
Home pages Homepages determine what a user sees when

they access an instance from their mobile

devices. Administrators can configure a consistent

homepage for all users.
E-signature When enabled, the e-signature plugin

(com.glide.e_signature_approvals) forces users
to enter their credentials for certain specified
processes.
Themes Configure a theme for your mobile UI using the

sys_ui_mobile_theme table.
• Mobile web changes

• The system remembers your login information when you select Remember me on the mobile web.
• The new mobile web experience released in Helsinki is active by default in new instances starting
with this release. Navigate to System Mobile UI > Dublin Mobile Web to make changes to the old
mobile UI.
• Mobile app changes

• Configure the name and icon for an instance (this is different than the name and icon for the actual
app, which is not configurable).
• Login screen changes: View your password using the eye icon, or tap Forgot password? if you
need to change your password.
Notifications release notes

Notifications product enhancements and updates in the Istanbul release.
Notifications are a platform feature that includes email messages, push messages, the Notify application,
and the Email API.
If you are using Internet Explorer, you must use version 9 or later to support email links to notification
preferences. You can also use any of the other supported web browsers.

Email layouts Create reusable content for the message body of

email templates.
Email Service Email Service installs the Email API on the

instance.
Email unsubscribe Administrators can add unsubscribe links to

notifications so that users can stop receiving
particular email messages.
• Added notification variables for image fields, notification preferences, and email unsubscribe.
• When creating a notification for a push message, the push message and notification must use the same
table.
• Removed support for using a template.print() call to add an unsubscribe link to an email
message.
Platform security release notes

ServiceNow® platform security enhancements and updates in the Istanbul release.
ACL debugger output The ACL debugger output shows the results of an
additional (fourth) type of ACL check. This is an
internal system check using access handlers in the
source code on the platform. This is typically used
by the platform when a user is accessing a record
belonging to a scoped application.
Domain hierarchy validation The

glide.sys.domain.validation_skip_threshold
property is available to control which tables the
domain validation process can skip. Use this
property if domain hierarchy validation takes an
excessive amount of time on tables with a large
number of records.
• HTML Sanitizer: You can use urlAttributes to specify protocols that are not sanitized if they are found in
an anchor tag.

• Database views: You no longer need to create ACLs on fields in the database view.
Service Portal release notes

Service Portal product enhancements and updates in the Istanbul release.
Service Portal is a simple way for you to configure an intuitive interface for your users. It interacts with the
underlying platform, so you can access any platform components in the portal.
Service Portal is a plugin included with the platform that is not active by default. To use Service Portal,
users with the admin role must activate the Service Portal plugin (com.glide.service-portal.esm). Activating
the Service Portal plugin does not affect any existing CMS configuration. For more information, see
Content Management and Service Portal.
Service Catalog shopping cart Add items in varying quantities to a shopping cart
in Service Catalog. Save particular item sets as a
bundle for future use.
• Localization improvements
• Extended translation to widget client script
• Translated strings
• Widget Editor improvements

• Added keyboard shortcuts to improve the editor experience
• View and edit dependencies alongside a widget using the Dependencies list in the Widget Editor.
• New search options

Customers can configure the behavior of search on their portals without having to write, edit, or clone
any widgets.
• getCatalogItem scriptable API: In Istanbul Patch 3a, the getCatalogItem(String itemID)
method was changed to getCatalogItem(String itemID, boolean isOrdering), which
includes the old method but calls the new method, passing false to the isOrdering parameter.
The isOrdering parameter indicates whether the system does a create roles security check or a write
roles security check on a Service Catalog item's variables. By default, the system does a check on write
roles. When users are first ordering an item or have it in their cart, the parameter checks the create
roles. If users are not in the process of ordering, for example, if they were looking at a requested item to
see the variables associated with that item, then the parameter checks the 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.getCatalogItem
call need to update their methods to the new method signature. If you do not update the method calls,
the variables will go through a write roles check.

User interface (UI) release notes

UI enhancements and updates in the Istanbul 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).
Related list query conditions Related list conditions allow you to include a
relationship with another table in a list filter. Related
list conditions are supported only in List v3. You can
optionally include conditions on the related table.
For example, you can filter active problems with one
or more related incidents that are in the Canceled
state. Another example is to filter incidents with a
breached service level agreement (SLA).
A filter with related list conditions executes properly
in a List v2 list. However, the filter cannot be edited
unless you remove the related list condition from
the breadcrumb.
Related list query conditions include the following
new configuration items and changes.
• A new system property,
<table>.related_list_query.blacklist, lets the
administrator configure which related lists are
available in the related list query table choice
list.
• An attribute, allow_related_list_query=true, can
be added to condition fields in forms to display
the List v3 condition builder.
• You can include a related list condition in an
encoded query string.
• In List v3 split mode, when you click the filter in
the left pane, the conditions appear in the right
pane instead of in a modal window.
System properties to control scaling of images in Two new system properties were added to the
the activity stream System Properties [sys_properties] table. Both
properties are of type true | false.
• glide.ui.activity_stream.scale_animated_gifs:
Creates a thumbnail of animated .gif files.
The maximum dimensions are 525px width and
350px height. The animation is not preserved in
the thumbnail, but previewing the image displays
the animation at its original size. Default is false.
• glide.ui.activity_stream.scale_images: Creates
a thumbnail of large images to display in the

activity stream. The maximum dimensions are

525px width and 350px height. If the user clicks
the image or attachment, the preview is at full
size. The default is true.
The glide.ui.activity_stream.scale_images property

automatically converts all images to thumbnails
to improve performance when the activity stream
loads. This begins after the upgrade to Istanbul.
If you have many pre-upgrade records with a
large number of attached high-resolution images,
the activity stream may load slowly the first time
each record opens as the system creates these
thumbnails. This property can be disabled if the
performance for these records is unacceptable
immediately after the upgrade. However, after
existing records have been processed, performance
is improved throughout the platform.
• UI16 on page 560 uses jQuery version 2.

• The UI16 domain reference picker provides type-ahead suggestions.
• The icon field type was added to the dictionary. It can be placed on a form to allow the user to select an
icon.
• The maintain_order dictionary attribute allows glide_list field types to display order buttons to the right of
the Selected list.
• UI16 has additional system properties to configure logos, colors, and system defaults.
• The spell check option was removed from the system properties for TinyMCE. It is no longer supported.
• The navigation background color for expanded items (css.$subnav-background-color) was removed
from the system properties for configuring UI16. It is no longer supported.
•
The More icon in the collapsed application navigator ( ) has been removed. Users can scroll to
favorites when the application navigator is collapsed.
Visual Task Boards release notes

Visual Task Boards product enhancements and updates in the Istanbul release.
With Visual Task Boards, you can view and update multiple task records, which appear as cards that can
be moved between lanes.
Visual Task Boards are active by default on new instances. For upgraded instances, you can activate the
Visual 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
• Setting Security Mode to High (via the Internet Options > Security tab) is not supported.
Windows 7.
• Access Visual Task Boards on your mobile device using either a browser or the native mobile app. See
Mobile app supported devices for more information.
Board Tools Board members can view all of the configuration

options, settings, and information for a board in a
single location.
Create new board Users can create either a freeform or a data driven
board using the New button on the Visual Task
Board homescreen. Users who choose a freeform
board are automatically transferred to a blank
board. Selecting a data driven board gives users
the option to select the base table for the board,
a field value for the lanes, and optionally, a board
query to filter out specific cards.
Favorite a board Board members can favorite a board by selecting

the star in the board information panel. Favoriting
a board adds the board to the favorites tab of the
application navigator.
• Boards are organized into three different tabs on the Visual Task Board homepage:
• All boards
• Boards you own
• Boards you belong to
• Users can navigate through cards in a lane by using the arrow buttons in a task card.

• Load Filter, Save Filter, and Clear All have been added to the board filter. For more information, see
Create a filter in List v3.
Web services release notes

Web services product enhancements and updates in the Istanbul release.
Outbound Web Services Logging Log requests and responses for outbound REST or
SOAP web services.
API Requester Logging Enhances API analytics to log which users make
requests to APIs for inbound web services.
• Outbound REST
• REST message HTTP methods can be sent with no authentication information when the
Authentication type is No authentication. This selection overrides any authentication setting on
the parent REST message.
• The REST message Authentication type choice None was changed to No authentication. The
behavior of this choice did not change.
• The HTTP method Authentication type choice None was changed to Inherit from parent. The
behavior of this choice did not change.
• The Method field on the HTTP Method form was renamed to Name.
• A REST message can specify more than one HTTP method of each type, such as GET or POST.
You can select the type of method using the HTTP method field on the HTTP Method form. HTTP
method records without an HTTP method field value, such as those created prior to upgrade
continue to use the Name field to determine the method type.
• When you create a new REST message record, only a default GET HTTP method is created
automatically. Previously, default methods were created for GET, PUT, POST, and DELETE.
• The Endpoint fields on the REST Message and HTTP Method forms are now string fields instead of
URL fields.
• REST messages now support the PATCH method.
• Performance Analytics REST API

• Several new parameters are available:
• sysparm_include_realtime: include the realtime_enabled and realtime_value values in the
response
• sysparm_include_target_color_scheme: include the target_color_scheme value in the response
• sysparm_include_forecast_scores: include the forecast_scores value in the response
• sysparm_include_trendline_scores: include the trendline_scores value in the response
• The API returns the indicator_aggregate element which is the value of the indicator Aggregate field.
• The default value for the property glide.integration.session_timeout is now 1 minute.

• New default quota rules were added for REST and JSON and for REST UI transactions.

Workflow release notes

Workflow product enhancements and updates in the Istanbul release.
Workflow property to catch errors during pre- Workflow includes a new property that controls
processing stage how the system reacts to errors when executing
an activity during the pre-processing phase. In
previous releases, the system continued processing
a workflow when it encountered an error when
pre-processing an activity. In Istanbul, the system
may stop processing a workflow in this situation.
This change may cause some workflows to fail that
previously did not.
To stop executing a workflow for a pre-processing
error, navigate to Workflow > Administration >
Properties, then check Use this to catch errors
during the pre-processing stage of workflow
activities. To continue executing a workflow
when a pre-processing error occurs, uncheck this
property.
Application development release notes

Application development product enhancements and updates in the Istanbul release.
Application administration release notes

Application administration product enhancements and updates in the Istanbul release.
• Scoped administration was renamed to Application administration.
Delegated development release notes

Istanbul Delegated development product enhancements and updates in the Istanbul release.
Delegated development allows non-administrators to develop applications on the ServiceNow platform.
Active by default - the Delegated development plugin was released in Helsinki.

Active by default - the Delegated Dev User Administration plugin is new in Istanbul.
• Added the Manage Developers module so administrators can add or remove developers without
having to open Studio.
• Updated the list of available developer permissions.
• Removed the Manage developers menu option from Studio.
Script Debugger release notes

Script Debugger is a new platform feature in the Istanbul release.
The Script Debugger allows application developers to debug server-side JavaScript.
The Script Debugger allows each application developer to:
• Have a dedicated debug transaction, which only applies to the current session.
• Set and remove breakpoints.
• Pause the current session at a breakpoint.
• Step through code line-by-line.
• Step into and out of function and method calls.
• View the value of local and global variables.
• View the value of private variables from function closures.
• View the call stack.
• View the transaction the system is processing.
• Turn off the script debugger to resume running paused scripts.
If you are using Internet Explorer, you must use version 10 or later. You can also use any of the other
generally supported web browsers.
The system uses desktop notifications to alert users who do not have the Script Debugger in focus that it
has paused on a breakpoint. To have this notification display, users must allow browser notifications.
See Script debugger for more information.
Studio release notes

Studio product enhancements and updates in the Istanbul release.

Active by default.
Certain application development features in the Istanbul release have browser requirements that differ from
the list of browsers generally supported by the ServiceNow platform.
• Bringing Studio into focus by clicking the Studio module requires one of these browser versions.
• Chrome: latest public release
• Firefox: 11 and later
• Microsoft Edge: latest public release
• Safari: 6.1 and later
• Opening Studio in a new browser tab requires allowing pop-ups from the instance URL.
Script debugger The Script Debugger allows application developers

to debug server-side JavaScript.
• Updated ServiceNow Studio to:

• Allow resizing the application explorer.
• Close one or more tabs from the Window menu item.
• Close the current tab with a keyboard shortcut.
• Disable usage during upgrade.
• Display the commit history of an application linked to a source control integration from the View
history menu item.
• Display the application name from the status bar.
• Display the application version number from the status bar.
• Display the number of saved and unsaved application files from the status bar.
• Display the status of a source control integration from the status bar.
• Display whether there are remote changes to apply or local changes to commit from the status bar.
• Open the Script Debugger from the Launch Script Debugger menu item.
• Updated the behavior of the Studio module to:

• Open Studio in a new tab rather than display the Welcome to Studio launch page.
• Set focus to any already open Studio tab.
• Updated the application file types available in Studio to:

• Create Service Portal records for the Theme, Style Sheet, JS Include, and Widget Dependency
tables.
• Create integration records for the Export Set and Import Set Web Service tables.
• Distinguish between records for inbound and outbound integrations.

• Edit existing Orchestration records for the Activity Definition table.
• Removed the Welcome to Studio launch page.
Business Management release notes

Business Management has new and updated features in the Istanbul release.
Agile Development release notes

ServiceNow® Agile Development enhancements and updates in the Istanbul release.
Agile Development is an iterative and incremental process for software development environments. Scrum
is one of the most popular methodologies.
Agile Development is activated by default with activation of the Project Portfolio Suite with Financials
(com.snc.financial_planning_pmo) plugin.
It can also be activated independently with activation of the Agile Development (com.snc.sdlc.scrum.pp)
plugin.
Prerequisite and dependent stories Prerequisite Stories and Dependent stories

related lists on a story form allow you to specify the
related stories to an existing story.
• Roles: The following roles are added to scrum_team_member:

• rm_scrum_task_admin
• rm_enhancement_admin
• rm_defect_admin
• Roles: The scrum_story_creator role is removed from scrum_team_member.

Application Portfolio Management release notes

ServiceNow® Application Portfolio Management is a new application in the Istanbul release.
Application Portfolio Management provides key capabilities to build an application inventory to understand
how many applications are in your business organization and develop an application rationalization
roadmap aligned to the enterprise goals. It helps you to get a better insight into applications by using real-
time data from the platform through reports and dashboards. These capabilities help you make better
business judgments.
Application Portfolio Management uses the following key solution components:
Application Classification • Focuses on Enterprise Business Applications,

which can also include functional modules part
of a larger ERP suite.
• Provides additional attributes to classify
applications in a new CI class 'Business
application', which extends the base
Configuration Management Database (CMDB)
configuration item.
• Captures phased rollout/deployment of
applications by business unit or geography.
• Captures attributes from the referenced
Software Model.
Applications assessment framework • Uses indicators to assess the application across

dimensions such as cost, quality, risk, user
satisfaction, business alignment, etc.
• Utilizes common indicators that leverage
the ServiceNow applications like Financial
Management for costs, IT Service Management
for support issues, Project Portfolio Management
for investment details.
Reports and dashboards • Application Landscape Dashboard

• Application 360 Dashboard
• Application Assessment Dashboard
• Application Strategy Recommendation (Bubble
chart)
• Applications Rationalization Roadmap
Application Portfolio Management integrates with the following applications:

• Project Portfolio Suite (PPS) to track execution of strategic goals and recommendations
• Financial Management to assess applications costs and associated breakdowns
• PPS to assess planned investments for applications
• ITSM to assess the incidents, problems, and changes for the applications
• Surveys and Assessments
You can activate the Application Portfolio Management (com.snc.apm) plugin if you have the admin role.

Application Portfolio Management requires the following plugins to be active:

• Project Portfolio Suite with Financials
• Fiscal Calendar
• Tree map
Application Portfolio Management requires the Performance Analytics Premium Content pack for
Application Portfolio Management to render the reports and dashboards.
Internet Explorer version 10 and later.

See Application Portfolio Management for more information.
Financial Management release notes

ServiceNow® Financial Management product enhancements and updates in the Istanbul release.
Use the Financial Management application to allocate, track, and report on expenses in your organization.
Geneva/Helsinki to Istanbul upgrade information
Important: If you are Geneva users with the financial_mgmt_admin, financial_analyst, or

financial_mgmt_user roles, then you cannot access the Cost Transparency and Financial Planning
application menus and modules after you upgrade to Helsinki. Reassign the new roles to your
users.
Financial Management is no longer dependent on IT DataMart or uses IT DataMart. The DataMart

Definitions have been upgraded to Financial Management Segments in Istanbul. New segments required
for cost model or budget model must henceforth be created in Financial Management Segments.
You can activate the Financial Management (com.snc.financial_management) plugin if you have the admin
role.
If you are using Internet Explorer, version 11 or later (including Edge) is required to use all aspects of the
workbench.
Localization limitations
Right-to-left languages in custom UI pages are not supported. Alternatively, you can use platform lists and
forms.

Financial Management architectural changes • IT DataMart is decoupled from Financial

Management.
• Segment definitions can be done using financial
segments.
Data source defines the staged table and its Following are some of the key highlights of the data
columns source:
• Maps the columns of the staged table with the
transaction table using datasource field map.
• Aids cost transparency to tag any column for
cleansing and splitting bucket.
• Helps in financial planning to add any custom
segment to a budget model.
Advanced cost transparency allocation and usability Allocation setup is functionally enhanced to help
improvements you during allocation:
• Account rollup is not restricted to the immediate
parent anymore. Additionally, amount can
also be rolled up to any parent account in the
segment hierarchy.
• Allocation setup allows multi-bucket selection,
which helps in assigning a bucket to an account
easily.
• One click search to view all unrolled accounts for
a segment.
• Cleansing and bucketing on custom fields of the
staged table using data source field mapping are
supported.
• Visual indicator to indicate whether rollup is
defined at a segment and an account level.
• New Basic Allocation Setup is a lighter version
of the allocation setup for customers with huge
accounts and rollups.
Cost allocation debugging • Allocation Setup logs in the sidebar of the

allocation workbench cautions you of any invalid
allocation rule, invalid metric weights, and
helps to troubleshoot if there are accounts with
missing amount.
• Metric weight maps exposed in the menu
provide more visibility to metric weight maps. It
shows how the amount gets split into various
accounts when the metric is applied on weighted
split allocation for each fiscal period. There is
also a provision to force generate weight maps
from metric definition.

• Cost Lines Analysis shows how the account or a

bucket amount is sliced and rolled up to parent
accounts.
Cost analysis Cost lines analysis is an intuitive interface that

displays cost lines using the allocation setup user
interface. It is a good reporting tool to view how
the amount in an account or bucket is rolled up
to accounts in the hierarchy using the allocation
viewer. Also, it is an effective debugging tool
to validate the amount allocation to match the
allocated bucket amount based on allocation
rules. There is also a provision to view the unrolled
accounts.
Cost transparency performance You have a new provision in the cost model to
enable the engine to generate lesser cost lines,
which helps in the performance of engine and
reports rendering. These cost lines have only
account level amount aggregates with bucket
information that would suffice to plot single
dimension charts along with the bucket information.
You can define specific breakdowns to generate
additional cost lines between segments as needed
for business use case. The default behavior of
generating multi-dimension cost lines in previous
release is still supported by selecting the Generate
Detailed Cost Lines check box in the cost model.
Financial planning changes • Forecasting support to perform forecast planning

in a budget year.
• Budget console enhanced to show forecast
amounts once promoted.
• Better control over the budget and forecast
plan promoting process by opening the budget
periods and forecast periods.
• Financial Management segments: Financial Management segments are used in the financial model or
budget model hierarchy to capture the segments instead of DataMart dimension. The accounts in the
cost transparency allocation setup are directly from the transaction table and not from the dimension
snapshots.
• Financial Management dependency on IT DataMart.

Governance, Risk, and Compliance common release notes

ServiceNow® Governance, Risk, and Compliance common application enhancements and updates in the
Istanbul release.
Whenever any of the GRC plugins are activated, both the GRC: Profiles [com.sn_grc] plugin and the GRC:
Common [com.sn.grc.common] plugins are automatically activated, providing core components and a
common architecture for all GRC applications.
Profile and risk dependency mapping The GRC workbench allows users to map out and
visualize operational dependencies and risks. It
enables consistent risk mapping and modeling
across the enterprise. The GRC: Workbench
[com.sn_grc_workbench] plugin is a paid plugin,
sold as a part of the GRC Suite.
Performance Analytics (PA) indicator Users can associate PA indicators with policy
integration statements and risk statements. PA indicators
can automatically be associated with controls
or risks based on available breakdowns. Trends
are displayed at a higher granularity on the
policy statement or risk statement form, or at the
breakdown level on the control or risk forms. PA
scorecards are provided for policy statements,
controls, risk statements, and risks.
Changed in Istanbul release
Assessments and attestations can now be created using:

• Attestation designer
• Risk assessment designer
• Attestation questions are no longer appended to existing surveys. Instead, every control or risk gets its
own attestation survey when it is attested. As a result, attestations are not longer displayed under Self-
Service > My Assessments & Surveys. Attestations can be found under Policy and Compliance >
Controls > My Attestations. Risk assessments can be found under Risk > Risk Register > My
Assessments.
Policy and Compliance Management release notes

ServiceNow® GRC: Policy and Compliance Management application enhancements and updates in the
Istanbul release.
Policy and Compliance Management is one of the applications contained within the GRC application.

To use the resources of the Unified Compliance Framework (UCF) after you upgrade, see Policy and
Compliance UCF upgrade instructions for account configuration details.
The GRC: Policy and Compliance Management (com.sn_compliance) plugin is available as a separate
subscription.
Activate Policy and Compliance Management.
GRC PA Indicators Users can associate PA indicators with policy

statements. PA indicators can automatically
be associated with controls based on available
breakdowns. Trends are displayed at a higher
granularity on the policy statement or at the
breakdown level on the control. PA scorecards are
provided for policy statements and controls.
Manage the Unified Compliance Framework (UCF) UCF has released a REST API allowing
with Policy and Compliance Management authenticated users (through OAuth) to download
content from their Common Controls Hub
website. Users configure Shared Lists of Authority
documents, then download those into the Policy
and Compliance Management application.
Note:
If you were using one of the following ways
to import or download the UCF content, you
must activate the new plugin:
• When using the (Geneva or Fuji)
Legacy UCF UI, navigate to GRC >
Administration > Import UCF content.
• When using the Helsinki UCF UI,
navigate to Policy and Compliance >
Administrative > Download UCF
content.
After you activate the GRC: Compliance UCF

(com.sn_comp_ucf) plugin, configure the UCF
integration.
• Navigate to Policy and Compliance >
Administrative > Unified Compliance
Integration. Users must have a UCF Common
Controls Hub account to create shared lists and
import them into the instance.

Note: If your GRC entitlement date is

before December 1, 2016, you are entitled
to a free UCF CCH account for the period
of December 1, 2016 through November
30, 2018. For customers on Helsinki (Patch
7 and above), or Istanbul and whose
effective GRC entitlement date start on
Dec 1, 2016 or after, you need to sign up
for a UCF CCH account and customize
your basic subscription to include API
Access. For more information about
establishing a UCF CCH account, see
Unified Compliance.
Attestations Users can set the assessment metric type for policy
statements or controls. By default, controls inherit
the same type as their policy statements. The
survey designer has been extended to work with
attestations. Attestation surveys are now optional. If
the Attestation field is populated, the respondents
are sent a survey when the control moves to the
Attest state. Otherwise, no attestation is sent and
the control moves to the next state. Attestations can
have multiple recipients.
• Publish policies to various knowledge bases by setting the knowledge base field on the policy.
• Create an HTML article template for simple formats needing information from the policy but not
information from other records. Create an XML or script article template for formats needing information
from other records in the system. For example, you may want to add information from the policy
statement to the KB article, as well.
• Files attached to a policy are automatically attached to the KB article that is created from it.
• Set up which policy statements automatically create controls when associated to a profile type.
• The GRC: UCF Import plugin has been deprecated and replaced by the new plugin, GRC: Compliance
UCF.
Policy and Compliance UCF upgrade instructions

Users require a separate subscription to the Network Frontiers Unified Compliance Framework Common
Controls Hub (UCF-CCH) to download content from the UCF-CCH. Activate the Compliance UCF plugin
(com.sn_comp_ucf) plugin and submit a request on the ServiceNow® HI Service Portal to validate the GRC
subscription and set up a UCF-CCH account.
Note: A subscription to Network Frontiers UCF-CCH is not required for using the GRC Policy &
Compliance application.
Network Frontiers has released a new method for allowing authenticated users to download content
from the UCF Common Controls Hub (CCH) website. The UCF-CCH integration APIs are different from

those of the previous XML-based UCF content library and requires an updated ServiceNow® UCF plugin
for ServiceNow® GRC integration. Verification of the UCF CCH account is necessary before users can
configure shared lists of authority documents and download them to their ServiceNow® instance.
Note: If your GRC entitlement date is before December 1, 2016, you are entitled to a free UCF
CCH account for the period of December 1, 2016 through November 30, 2018. For customers on
Helsinki (Patch 7 and above), or Istanbul and whose effective GRC entitlement date start on Dec 1,
2016 or after, you need to sign up for a UCF CCH account and customize your basic subscription
to include API Access. For more information about establishing a UCF CCH account, see Unified
Compliance.
Role required: admin

1. Activate Compliance UCF.
2. Sign in to the Hi Service Portal.
3. Click Get Help.
4. Click Create an Incident.
5. Select Issue Type Request.

6. Select Category Hi Administration.

7. Describe the issue and provide the following information:
• Enter "I have activated the new GRC: Compliance UCF (com.sn_comp_ucf) plugin. I am requesting
that you validate my subscription and open a UCF CCH account on my behalf".
• Include your company name and company account number.
• Include the requester’s name, business email address and phone number.
Note: By providing your company and requester contact information, you authorize
ServiceNow® customer service to contact and share that information with Network Frontiers, a
third party, in order to complete your UCF CCH account enrollment.
8. Attach screen shots, logs, etc., as necessary.

9. Select affected instances. Enter your company's GRC instance.
10. What is the business impact? Select your answer.
11. How many users does this affect? Select your answer.
12. When did you experience this issue? Select today's date.
13. Click Report the issue.

ServiceNow HI customer support initiates the UCF-CCH account creation and enrollment process and
will contact the requester when the process is complete.
Risk Management release notes

ServiceNow® GRC: Risk Management application enhancements and updates in the Istanbul release.
Risk Management is one of the applications contained within the GRC application.
Activate Risk Management.
Profile and risk dependency mapping The GRC workbench allows users to map out and
visualize operational dependencies and risks. It
enables consistent risk mapping and modeling
across the enterprise. The GRC: Workbench
[com.sn_grc_workbench] plugin is a paid plugin,
sold as a part of the GRC Suite.
Performance Analytics (PA) indicator Users can associate PA indicators with policy
integration statements and risk statements. PA indicators
can automatically be associated with controls
or risks based on available breakdowns. Trends
are displayed at a higher granularity on the
policy statement or risk statement form, or at the
breakdown level on the control or risk forms. PA
scorecards are provided for policy statements,
controls, risk statements, and risks.
Risk assessments Users can set the Assessment Metric Type for risk
statements or risks. By default, risks inherit the
same type as their parent statements. The base
Survey Designer has been extended to work with
risk assessments. Attestation surveys are now
optional. If the Attestation field is populated, the
respondents are sent a survey when the control
moves to the Attest state. Otherwise, no attestation
is sent and the user can move the control to the
next state. Risk assessments can have multiple
recipients.
Audit Management release notes

ServiceNow® GRC: Audit Management application enhancements and updates in the Istanbul release.
Audit Management is one of the applications contained within the GRC application.
Activate Audit Management

• Generate a report once an engagement goes into the Approval, Follow-up, or Complete states, by
setting the Report template field on the engagement.
• Provide external users with read-access to closed audit tasks and engagements for external auditing
purposes.
• Use the audit workbench filter to search for audits.
Project Portfolio Suite with Financials release notes

ServiceNow® Project Portfolio Suite with Financials enhancements and updates in the Istanbul release.
Project Portfolio Suite with Financials integrates Financial Management and Project Portfolio Suite (PPS).
When you upgrade to Istanbul release, some changes are made to the resource plans. For details, see
Project Portfolio Suite with Financials upgrade information.
You can activate the Project Portfolio Suite with Financials (com.snc.financial_planning_pmo) plugin if you
have the admin role.
If you are using Internet Explorer, version 11 or later (including Edge) is required to use all aspects of the
workbenches.
Localization limitations
Right-to-left languages in custom UI pages are not supported. Alternatively, you can use platform lists and
forms.
Portfolio budget forecasting With budget forecasting, project and portfolio

managers get the provision to re-estimate (forecast)
their project costs during project execution. They
are allowed to re-estimate the cost by comparing
actual cost with planned cost for previous periods.
The portfolio manager can also include new
projects or put existing projects on hold during the
forecasting process.
Project status report The enhanced Project status report provides the
most recent at-a-glance status of a project such
as status, risks, issues, complete and pending
milestones, and costs and resources status.

Project change request Project Managers can capture project changes

through project change requests. The change
requests can be routed for approval and upon
approval, managers can make changes to project
cost and schedule as required by the change
requests.
Planning console custom columns Admins can configure the columns that users want
to view in the planning console. Until last release,
the list of columns were fixed and users could not
add more columns to the planning console.
Project/Demand date change When project managers change the date on their
project or demand, the corresponding cost and
resource plan dates also change according to the
project date changes. If an admin has configured
it, users do not need to manually change dates on
these entities.
Microsoft Project integration enhancements Assignment groups and additional assignees can
be imported or exported between Microsoft Project
and your instance. The feature enables you to
bring in multiple resources assigned to a Microsoft
Project task.
Resource assignment in project and project Project managers can constrain resources in
task Assigned to field on project and project task forms
to be derived from the associated resource plan.
Resource Management Enhancements for resource requesters:
• Request by roles and skills: Resource
requesters can request resources by specifying
roles and skills from this release (in addition
to group or individual member as supported in
previous releases).
• Requested allocations: Resource requesters
can specify the breakup of their resource
requirements with requested allocations. While
creating a resource plan, the requesters can
see the Requested Allocations tab, which is
editable and allows requester to specify hours
breakup.
Enhancements for resource managers:

• A new Confirmed state has been introduced in
the resource plan state model. The Confirm
action allows the resource manager to block
and confirm resources for future projects and
demands. It then moves the resource plan to the
Confirmed state and also creates soft allocations
for the confirmed resources. The Member
preference attribute on resource plans has also
been enhanced with an Any member option.
When this option is selected, the most available

resources are found. When the resources are

confirmed, soft allocations are created.
• The Confirm and Allocate action bypasses
the need for confirmation and then allocation.
Resource managers can directly allocate
resources (when the resource plan is in the
Requested state) to a project or demand. The
resource plan is moved to the Allocated state
directly from the Requested state.
• The typical resource plan state flow as per the
new resource plan state model is:
• Planning > Requested > Confirmed >
Allocated > Complete
or
• Planning > Requested > Allocated >
Complete
In the Planning and Requested states,

requested allocations are created. When the
resource plan moves to the Confirmed state,
soft allocations are created. When the resource
plan moves to the Allocated state, the hard
allocations are created.
• A Front Load option is provided to resource
managers if they want to consume all available
hours of a resource while creating the hard
allocations. In front loading, all available time on
first working day of the week is used first and
then the next day, and so on.
• Resource managers are allowed to modify
resource plans in the Allocated state if they
want to make changes in allocated resources or
hours.
• Resource managers are allowed to specify
the events they want to exclude for capacity
calculation and allocation creation.
• The resource workbench is enhanced to support
the following flows more efficiently:
• Reviewing capacity and existing allocations
prior to confirming resources to a demand or
project
• Named resource allocation to a project by
reviewing availability of all resources in a
group.
Prerequisite and dependent stories Prerequisite Stories and Dependent stories

related lists on a story form allow you to specify the
related stories to an existing story.
The related lists are a new feature for the Agile
Development application, which is part of Project

Portfolio Suite. For more information, see Agile

Development release notes on page 29.
Time Sheets A time sheet groups all time cards for a user for the
given week.
The Time Sheets is a new feature for the Time Card
application, which is part of Project Portfolio Suite.
For more information, see Time Card release notes
on page 44.
• Portfolio workbench: The enhanced Portfolio workbench allows portfolio managers to perform annual
portfolio planning, and track progress of their portfolios. The new workbench shows all demands and
projects lined up for the given fiscal year with their planned cost and the planned labor hours. Portfolio
managers can compare projects and demands, and select those that are aligned with organizational
goal and priorities and can be executed with the given cost and resource constraints. The Track
Portfolio action allows the portfolio managers to track the progress of their portfolio after projects are
executed.
• Resource Management: Soft allocations are created only when the resource plan moves to the
Confirmed state. Soft allocations are no longer created during the Planning or Requesting phase.
• Roles: ITIL role does not have read access to project and project tasks.
• The Deferred Save option is removed from the Project planning console.
Project Portfolio Suite with Financials upgrade information

Project Portfolio Suite with Financials upgrade information for the Istanbul release.
Resource Plan changes
Resource plan state field gets a new choice in Istanbul – Confirmed. If there are state choice
customization in the Resource plan state field, before upgrade it is recommended to allow overwrite of the
choice customization. Refer Overwrite a customization during an upgrade on how to allow overwrite of a
specific customization.
When you upgrade to Istanbul release, following changes are made to the resource plans.
• The resource plans in Requested state are moved to Confirmed state.
• For the resource plans in Planning state:
• Soft allocations are deleted.
• Requested allocations are created.
• If resource plan state model is customized, and if you are using a custom state to indicate Requested/
Planning state, it is recommended that you manually correct resource plans in custom states, and move
them to the correct default states.
• For other states, requested allocations are auto-created on case basis when a change is made to the
plan.

For example, a resource plan (which is starting in future date) is in Allocated state in Helsinki release.
After upgrading to Istanbul release, the user cancels the resource plan and the plan moves to the
Cancelled state. In this case, the following changes are made to the resource plan:
• All allocations for the plan are deleted.
• When you click Re-plan, the plan moves to Planning state and requested allocations are auto-
created.
Time Card release notes

ServiceNow® Time Card product enhancements and updates in the Istanbul release.
The Time Card Management feature works with the Task table to record time worked on projects,
incidents, problems, and change Requests.
You can activate the Time card management (com.snc.time_card) plugin if you have the admin role.
Time Sheets A time sheet groups all time cards for a user for the
given week.
• Time cards in a time sheet can be added in the
following ways:
• Manually by users by creating time cards for
their assignments.
• By copying from previous week time sheets.
• By auto generate action that finds all active
project task assignments for the user and
generates time cards for them.
• By scheduling a recurring job that finds all
active project task assignments for the user
and generates time cards for them.
• Time card approval:

• Time card approvers can approve all the time
cards in a timesheet submitted by a user by
approving the time sheet.
• Time cards are also grouped by project.
Project managers can approve time cards
related to their projects alone.
• Remaining Effort field can be configured on

a time card which shows remaining effort for a
project task.
• Project managers can configure if time cards
should be generated for the project or for
individual tasks. A new attribute on the project
form derives this behavior.

• Project managers can view the exception reports

for the team members who have not submitted
their time cards for the current or the previous
week.
• Time card admins can configure the maximum
number of hours per day or per week that can be
in a timesheet.
• Time cards are auto created only for the time card users, AND if the user is assigned to the task
through Assigned to or Additional assignee list.
IT Operations Management release notes

IT Operations Management has new and updated features in the Istanbul release.
Cloud Management release notes

ServiceNow® Cloud Management enhancements and updates in the Istanbul release.
Cloud Management requires a separate subscription and must be activated by ServiceNow personnel.
Cloud Resources portal Cloud users can access the Cloud Resources page.
This page replaces the My Virtual Assets portal and
provides a role-based graphical view of the cloud
resources assigned to that user.
Cloud Operations portal The Cloud Operations portal is a new dashboard. It

replaces both the Cloud Admin and Cloud Operator

dashboards. It also provides a role-based graphical

view of all cloud resources.
Simplified VM offering creation procedure for Cloud admins can create simplified, pre-configured
Microsoft Azure catalog items VM offerings to simplify and standardize the
methods used by a cloud user to order a VM.
Custom provisioning for VMs on Microsoft Azure Cloud admins can specify custom data to be used
and Amazon Web Services (AWS) during the initial provisioning phase of a virtual
machine.
Define referenceType metadata for parameters Cloud admins can add ServiceNow specific
with Azure ARM templates and with AWS template parameter metadata to Azure Resource
CloudFormation templates Manager (ARM) and AWS CloudFormation
templates, establishing references between these
parameters and information to ServiceNow tables.
External credential storage for AWS Credentials for AWS discovery and operation can
be stored in an external credential store.
Assign resources to users from a multiple-items When two-step checkout is not enabled, a user
request request for multiple items in a cart can be assigned
to different users for cloud resource provisioning.
Configure rules to track resource states and All resource state and configuration changes on
configuration changes using the Azure alert API Azure can be tracked using events via the Azure
alert API. ServiceNow receives the events and
updates the resources accordingly.
Delete stale resources Cloud admins can configure how long to keep data
on stale resources.
VM information collection using A PostProvisionSource object is created with

PostProvisionSource object VM information collected during provisioning. Users
can use this normalized object for all required
provider-specific information for each VM instance.
Standard tags for VMware VM provisioning The cloud user now has five base system standard
tags to set while requesting a VM instance.
• Requesting Amazon, Azure and VMware VMs: Missing client-side validation information for well-
known fields has been added.
• Provision ARM templates into existing resource groups in Azure: Allow ARM templates to be used
to provision into existing resource groups.
• Missing tag report: Cloud admins and operators can see a tabular view of all resources that are
missing tags.
• Bulk tagging: Already available for AWS, bulk tagging is now also available for Microsoft Azure and
VMware. It was expanded to include more resource types. Cloud admins, operators, and users can
apply multiple tags to their cloud resources from a single screen.

Discovery release notes

ServiceNow® Discovery enhancements and updates in the Istanbul release.
Before you upgrade
The Istanbul release of Discovery includes patterns to discover several load balancers. After you upgrade,
Discovery continues using the existing probes and sensors to discover load balancers, but you have the
option of migrating to patterns. For fresh installs of Istanbul, patterns are used by default.
Discovery is available as a separate subscription from the rest of the ServiceNow platform and requires
the Discovery plugin. To purchase a subscription, contact your ServiceNow account manager or sales
representative.
Discovery of Cisco Global Site Selector (GSS) and Discovery can detect and classify Cisco GSS and
Cisco Content Services Switch load balancers CSS load balancers.
MID Server auto-selection Discovery can automatically select the MID Server
based on these selection criteria: IP address and
supported application. You can specify auto-
selection on the Discovery Schedule form.
Guided setup A guided setup system helps you create credentials

and create a Discovery schedule using a series
of easy-to-follow panels. Guided setup replaces
Discovery Quick Start in upgraded instances. To
get started, navigate to ITOM Guided Setup >
Discovery.
VMware NIC Discovery The VMWare - vCenter VM NICs probe gathers

data on virtual NICs available on a virtual machine.
Docker Discovery Discovery collects data about operating-system-

level virtualization (OSLV) global objects and the
local virtualization products that OSLV supports.
In the Istanbul release, Discovery supports the
collection of data about specific objects in a Docker
engine, running on a Linux host.
• VMware vCenter and workstations:

• The discovery of VMware workstations is no longer supported.
• The VMware - vCenter probe is deprecated and its functionality is shared by individual vCenter
probes that return information about ESX machines, virtual machines, and other vCenter objects.

You can disable the probes for the information that does not interest you and reduce the size of the
payload returned from vCenter.
• MID Server and MID cluster selection: On a Discovery schedule, you can select a specific MID
Server or a specific MID Server cluster for use during discovery. If you specify a MID Server cluster, the
discovery process uses that cluster only. You cannot chain clusters or specify a single MID Server that
belongs to multiple clusters.
• Unified patterns: You can create patterns that both Discovery and Service Mapping can use for
horizontal discovery and top-down discovery respectively.
• Discovery Quick Start: The Discovery Quick Start feature is deprecated and removed from the
platform in upgraded instances. The only exception would be if Quick Start was in the middle of the
setup process at the time the instance was upgraded to Istanbul. In this case, Quick Start is only
available until the configuration process is complete. It is then removed and replaced by Guided Setup.
• New process classifiers: are available for a number of applications, which use patterns by default for
discovery:
Application name
Active Directory
Adobe Jrun
Docker
Exchange Client Access Server
Exchange Hub Transport Server
Exchange MailBox
GlassFish Server
HP Operations Server
HP Service Manager Application Server
IBM Websphere Message Broker
IBM Websphere Message Broker HTTP Listener
IBM Websphere WMQ
Microsoft Sharepoint
Microsoft SQL Server Analysis Services (SASS)
Oracle Tuxedo
SAP ABAP SAP Central Services (ASCS)
SAP Business Objects CMS Server
SAP Convergent Invoicing (CI)
SAP Developer Infrastructure (DI)
SAP Evaluated Receipt Settlement (ERS)
SAP HANA
SAP Central Services (SCS)
Sun Java Enterprise System (JES)
Sybase

Application name
Tibco Enterprise Message Service

Tibco ActiveMatrix BusinessWorks
Event Management and Service Analytics release notes

ServiceNow® Event Management and Service Analytics product enhancements and updates in the Istanbul
release.
Event Management helps you identify health issues across the datacenter on a single management
console. Service Analytics enhances Event Management by providing alert data analysis and reports.
Service Analytics provides alert aggregation and root cause analysis (RCA) for discovered business
services.
During an upgrade to the Istanbul release, a script converts and moves Event Management rules and
events for the release. Even though this script runs automatically, there are configuration tasks you must
complete after the upgrade. For more information, see Upgrade tasks for Event Management on page
50.
Event Management plugin (com.glideapp.itom.snac) requires a separate subscription and must be
activated by ServiceNow personnel. This plugin includes demo data and activates related plugins if they
are not already active. The Service Analytics plugin (com.snc.sa.analytics) is activated automatically when
Event Management is activated.
Guided setup A guided setup system helps you set up Event

Management and configure it to work with your
instance, using a series of easy-to-follow panels.
To get started, navigate to Event Management >
Guided Setup.
Launch application You can launch a web application from an alert that
matches the conditions set in an alert rule.
Operational Metrics The new ITOM Metric Management

(com.snc.sa.metric) plugin provides the Operational
Metrics module that enhances Event Management
and Service Analytics. Operational Metrics learns
from historical metric data, and builds standard
statistical models to project expected metric
values along with upper and lower control bounds.
Operational Metrics then uses these projections to

detect statistical outliers and to calculate anomaly

scores.
Custom maintenance definition You can define maintenance rules to mark CIs in
maintenance status. When in maintenance status,
these CIs are excluded from impact calculation.
Configure event collection from Zabbix A default Zabbix connector definition is now
available.
Correlated alert groups display in the dashboard In the Event Management dashboard, when you
alert panel drill down in an alert, correlated alert groups now
display in the dashboard alert panel.
Monitor incoming alerts Alerts that are members of correlated alert groups
are indicated in the Alerts Console.
Personalized dashboard Dashboard views enable you to create a

personalized dashboard query and add it to your
favorites links.
Integration of Dependency Views map with Metrics In a Dependency Views map, you can switch to
Explorer view metrics mode to display the Metrics Explorer with
operational metrics data for CIs on the map. In this
mode, you can access Metric Explorer functions
directly from the map, to explore metrics data for
the CIs on the map. All map CIs are accessible in
the right-hand side pane, from where you can drill
into metrics data.
CMDB alert groups Service Analytics now also correlates alerts for
CIs without historical data, based on the CI's
relationships in the CMDB. CMDB alert groups
are displayed in the alert console and in the Event
Management dashboard.
Changed in the Istanbul release
• Avoid impact to event processing during a platform upgrade: Event Management jobs that started
running before the upgrade commenced continue to run during the platform upgrade. For further
information, see Upgrade tasks for Event Management on page 50.
• Identifier attributes: You can now change the default set of attributes that Service Analytics alert
aggregation uses to form patterns for alert aggregation. Instead of the default attributes (CI/
MetricName), you can specify different CI and alert attributes that are used as identifier attributes for
learning patterns, which result in alert groups that are meaningful in your environment.
• Service Analytics correlated alert groups are now referred to as automated alert groups and are
displayed along with the other alert groups in the Event Management dashboard and the alert console.
• Service Analytics root cause analysis (RCA) now also applies to alerts associated with manual services.
Upgrade tasks for Event Management

During an upgrade from Fuji to any later release, a script converts and moves Event Management rules
and events for the release. Even though this script runs automatically, there are additional upgrade tasks
that 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 event
rules and events script to the import event transform rules. The script automatically runs only once
during an upgrade to any later release; it will not run automatically after you import additional event
transform rules. For details, see Import rules and events on page 51.
• For any business service that was used in the Fuji release, configure and import it to a manual service.
• After the automatic upgrade, Review imported rules for Event Management on page 52 and update
event rules as necessary:
• Notice that the Source field replaces the event_class field from the previous release. If the event
Source field is missing or the event originates from an incorrect source, use the event filters on the
event rule to get the event originator.
• In an event record, verify that the Source instance field shows the name of the event source. For
example, SNMP Trap Collector.
• Pay attention to rules with the same filter, especially for event rules that use transforms and
thresholds. Make the filter uses unique values or set the Order field to designate the rule that should
run first.
• If you are sending REST events or using a custom connector, verify that the connector Source field
identifies the event monitoring software that generated the event. If necessary, add a Connector
Parameter for the Source and Event Class fields.
• After the automatic upgrade, confirm that events and alerts process properly. Update event rules as
necessary:
• If an event rule filter uses the Source or Event Class fields, the event rule filter may require
changes.
• Notice that event sources that omit the Message Key cause the alert to incorrectly identify as a
different 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 to
run during the platform upgrade.
Import rules and events

The Import event rules and events script moves Event Management threshold and filter rules
to a new table and upgrades events for the Istanbul release. If you want to import events and rules from
ServiceWatch, contact ServiceWatch Customer Support.
Role required: evt_mgmt_admin
The import script automatically runs during an upgrade to the Istanbul release. Threshold and transform
rules are converted to the new event rule format. The script converts the event_class field to the
source 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 the
Helsinki 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 Management
After the automatic or manual import of rules and events that were on your instance with the Helsinki
release, 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 extraneous
rules 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 the
appropriate threshold and filter values.
Update the event rules as necessary. For example:
Table 4: Verify these rules from the Helsinki release
Rules to correct How to correct
A transform and a threshold rule applied to Only one rule can apply to an event. The
the same kind of event. import script generates a transform and a
threshold rule for the same kind of event.
1. Click the event rule that contains the
Event Match fields for the transform.
2. Select the Threshold rule check box
and add the threshold metrics.
3. Delete the extra threshold rule
generated by the import script.
An ignore rule ran prior to a transform rule The ignore information applies after the
for the same kind of event. transform Event Match fields.
1. Click the event rule that contains the
Event 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 release
are missing.
4. If events are missing, resend or manually create them.
Import a business service as a manual service

Import 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 in
the Event Management Dashboard and are included in impact calculations.
The import operation moves records in the Business Service [cmdb_ci_service] table to the Manual
Service [cmdb_ci_service_manual] table. In addition, four levels of CIs that are connected to the Business
Service CI in CMDB are copied to the Manual Service. You can also click Populate and select the number
of related item layers to import. After the import:

• Service and CI information for the manual service appears on the Manual Service map, Manual
Services list, and Event Management dashboard.
• Alerts on CIs that belong to a manual service appear on the Manual Service map and in the same
places as other alerts.
1. Navigate to Event Management > Manual Services.

2. Click Import.
3. Click the business service name, and then click Convert to Manual.
4. Navigate to Event Management > Manual Services, and confirm that the service records were
successfully imported.
Note: If the Service Configuration Item Associations list is not populated, click Populate
and select the number of related item layers to import.
Orchestration release notes

ServiceNow® Orchestration application enhancements and updates in the Istanbul release.
The Orchestration (com.snc.runbook_automation) plugin is available as a separate subscription from the

rest 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.
Credential troubleshooting for activity designer A credential debugging feature in the activity
designer displays detailed troubleshooting
information when an activity cannot authenticate
on the target during a test. A tab in the test form
displays the target IP address, the credential type,
and the details of failed credentials, expressed as a
JSON string.
Software leases for Client Software Distribution • CSD allows users requesting software from
(CSD) the service catalog to define lease start and
end dates. Lease end dates are only available
for selection if the software is configured for
revocation (uninstallation).
• Users of software deployed by CSD can
request a lease extension if an end date was
defined when the software was ordered. Lease
extensions may be subject to approvals.
Microsoft PowerShell protocol and troubleshooting A detailed discussion of the protocols that
documentation PowerShell activities use to communicate with
Windows hosts is included in the PowerShell
activity pack documentation set. Also included
are procedures for troubleshooting authentication

and access denied errors that prevent PowerShell

activities from running commands on a target host.
Orchestration Runtime plugin The Orchestration Runtime plugin contains all

the Orchestration features required to automate
tasks for certain applications without requiring an
Orchestration subscription. This plugin provides
access to the Packs and Data tabs in the Workflow
Editor, which gives users access to custom
activities for their applications and allows them to
reuse data from the databus.
System Center Configuration Manager (SCCM) A MID Server script filters the payloads from
GET activity filter all GET activities built with the SCCM provider
template and returns only specific attributes for the
applications on the SCCM server. This filter reduces
the size of the payload, while providing the most
desirable application data.
ActivityLogger API A system property allows activity creators to

configure debugging for the pre-processing
and post-processing scripts in activity provider
templates. The resulting error messages are
displayed in log entries in workflow contexts.
MID Server service account for Microsoft You can force activities built with the PowerShell
PowerShell activity template to use the credentials of the MID
Server service. When the MID Server service
account is specified, the activity does not try any
other credentials and does not allow the use of
credential tags.
MID Server selection Configure a MID Server that Orchestration

automatically selects for an activity based on
capabilities, the IP addresses of target devices, and
the application that the MID Server is allowed to
use.
• Deprecated activities: The following activities from previous versions were converted with the
Orchestration activity designer and can now store input and output variables in the databus. If you have
a workflow created in a previous release that uses the legacy versions of these activities, your workflow
will continue to work normally after upgrading to Istanbul. However, all new workflows must use the
custom versions of these activities.
• Reset Linux User Password
• Test Server Alive
• Resolve DNS Name
• SNMP Query
• Change Service State
• File Replace String
• File Write

• Activity_creator role: The activity_creator role is now required to view the Custom tab in the
Workflow Editor. Users without this role can only access the Packs and Data tabs needed to create
automations for certain ServiceNow applications, but cannot access the custom features that require
an Orchestration subscription. In previous releases, users with the activity_creator role could access all
Orchestration tabs in the Workflow Editor.
MID Server release notes

ServiceNow® MID Server enhancements and updates in the Istanbul release.
For details on the following upgrade tasks, see MID Server upgrade to the Istanbul release.
• To ensure that your MID Servers can upgrade successfully, run a series of manual tests for free disk
space, access to the download server, and file permissions on the MID Server host.
Important: After all MID Servers have been upgraded to Geneva or higher, complete the post-
upgrade steps listed in the Workaround section of KB0597396.
• This release introduces features such as application assignment and changes the way various
applications select MID Servers. For information on how the upgrade handles defined capabilities,
Discovery schedules, IP ranges you have configured, and default MID Servers for Orchestration, see
the reference above.
• In Istanbul, the MID Server can run SSH commands using either the J2SSH client or the proprietary
ServiceNow® SNCSSH client. When you upgrade from Dublin or earlier, the MID Server property
that controls the SSH client selection is not active in your upgraded instance, and the MID
Server will use the J2SSH client by default. To enable the SNCSSH client, you must add the
mid.property.ssh.use_snc MID Server property and set it to true. Instances upgraded from Eureka or
later have the SNCSSH client enabled by default, and no configuration is required. For details, see MID
Server properties.
MID Server pause The MID Server can be temporarily paused to

prevent it from polling the ECC Queue for work
and from sending Discovery results back to the
instance.
MID Server upgrade The MID Server is put into Upgrading status while
an upgrade is being performed. This status is
similar to the Pause state. If an upgrade from one
major version to another fails, the MID Server is put
into Upgrade Failed status.
MID Server version and user compatibility The MID Server list view and the MID Server form
provide indicators to show you if the version of the
MID Server is compatible with the instance. The
indicators also show you if the MID Server user is
configured correctly.
Privileged commands • The dzdo privileged command is supported.

• You can add new privileged commands to the

Privileged Command [privileged_command]
table and configure the MID Server to use them
in a predefined order.
• You can create a special configuration for the
pbrun privileged command that allows it to run
as a profile.
Guided setup A guided setup system helps you download a MID

Server and configure it to work with your instance,
using a series of easy-to-follow panels. To get
started, navigate to ITOM Guided Setup > MID
Server.
Credentials debug A new section of the ECC queue payload
is available to help troubleshoot issues with
credentials: <credentials_debug>.
• MID Server selection: In addition to IP ranges and capabilities, MID Servers can specify an additional
selection criterion: supported applications. The supported application refers to the application that is
allowed to use the MID Server, such as Orchestration or Service Analytics. Each application uses this
supported application criterion differently. You can also specify initial selection criteria on a MID Server
when you validate it.
• MID Server status: These types of status are new: Upgrading, Upgrade Failed, Paused, Validating,
Validation failed.
Credentials release notes for Orchestration and Discovery

ServiceNow® credentials enhancements and updates in the Istanbul release for Orchestration and
Discovery.
Credentials troubleshooting information • Records in the ECC input queue contain

information to help you troubleshoot failed
credentials. The kind of information that is
displayed includes the attempted credentials,
tags, affinities, and the target IP. Orchestration
uses the credential debug information in the
Orchestration log.
• The credentials_debug parameter is also
available for you to display information for
credentials associated with SSH, WMIRunner,
PowerShell, JMS, and SAP probes. Setting the
credentials_debug parameter to true for these

probes displays the information regardless if the

credentials succeeded or failed.
Privileged commands • The dzdo privileged command is supported.

• You can add new privileged commands to the
Privileged Command [privileged_command]
table and configure the MID Server to use them
in a predefined order.
• You can create a special configuration for the
pbrun privileged command that allows it to run
as a profile.
CyberArk configuration parameter A new MID Server configuration parameter called

ext.cred.check_ssh_type requires that the type of
SSH credential returned from CyberArk matches
the type of credential requested.
Service Mapping release notes

ServiceNow® Service Mapping product enhancements and updates in the Istanbul release.
ServiceNow® Service Mapping discovers all business services in your organization and builds a
comprehensive map of all devices, applications, and configuration profiles used in these business services.
For instances upgraded from earlier versions to Istanbul, Service Mapping uses a legacy algorithm to
choose a MID Server for a discovery request. For instructions about configuring a MID Server in an
upgraded instance, see MID Server configuration for Service Mapping in upgraded deployments and
Configure a default MID Server for Service Mapping for upgraded deployments.
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 Management
and Service Mapping Core, IP-based Discovery, Pattern Designer, and Service Watch Suite Commons.
The Event Management and Service Mapping Core plugin is not the same as the Event Management
plugin.
Service Map Planner Creating and correctly mapping business services

using Service Mapping involves many people both
inside the organization and on the deployment side.
Often, information necessary for deployment is
scattered in emails and PDF files, without a central
place for gathering and organizing data.
The Service Map Planner serves to:

• Structure and streamline the mapping

deployment process
• Simplify collecting data for planned business
services data collection
• Organize collected data in a central repository
• Provide tools for removing blockers before the
discovery starts
• Make communication easier between technical
and business owners who test and review the
service
• Provide an incubation place for the planned
business service until it is ready
Traffic-based discovery using Netflow Starting with this release, Service Mapping can
use the Netflow protocol in addition to the netstat
and lsof commands for network statistics and data
collection. Netflow-based discovery is not enabled
by default and must be configured.
Displaying the list of traffic-based connections Customers can view a list of traffic-based
connections for a specific CI in a business service.
• Traffic-based discovery enhancements

Internal algorithms for traffic-based discovery are enhanced. Service Mapping triggers additional probes
to frequently refresh information used for traffic-based discovery.
• Improvements in MID Server selection algorithm
In new installs, Service Mapping adopts a new advanced algorithm that uses updated MID Server
selection criteria. For deployments upgraded to Istanbul from earlier versions, Service Mapping
continues to use the legacy algorithm to choose MID Servers to support service continuity.
IT Service Management release notes

IT Service Management has new and updated features in the Istanbul release.
Change Management release notes

ServiceNow® Change Management product enhancements and updates in the Istanbul release.
If you are upgrading from a release prior to Geneva, be aware of changes to the plugins and their
dependencies and how this might affect your customizations. For details, see Migrate Change
Management from releases prior to Geneva.

Change Management is active by default.
The Change Advisory Board (CAB) workbench is available only on Internet Explorer 10 or later versions for
customers using Internet Explorer.
Change Advisory Board (CAB) workbench The CAB workbench enables a CAB manager to
schedule, plan, and manage CAB meetings.
• Create CAB definition: The CAB manager can
define a CAB based on which CAB meetings
and their agendas are created.
• Set CAB meeting schedule: The CAB
manager can specify the schedule that the
CAB meetings must follow. For example,
every Tuesday at 10 am.
• Create series of CAB meetings: The CAB
manager can specify the time-period and
frequency in which a series of CAB meetings
are created.
• Set CAB meeting agenda: The CAB
manager can define filter conditions that
determine which change requests are
automatically associated to a CAB meeting
occurrence.
• Specify discussion time for each agenda
item: The CAB manager can specify the
discussion time that must be allotted to each
change request.
• Set CAB meeting board: The CAB manager
can select the members of the CAB board.
• Set CAB meeting delegates: The CAB
manager can select delegates who can
assume the role of CAB manager during the
CAB meeting.
• Notify CAB attendees: The host of the CAB
meeting can notify CAB attendees in advance
of their change request being discussed.
• Create individual CAB meetings: The CAB

manager can create individual CAB meetings
outside of a CAB definition. These individual
meetings can either exist on their own or can be
tied to a CAB definition.
• Ensure change requests are CAB approved:
Normal and emergency change requests can
now be marked for CAB approval via the CAB

required check box on the Change Request

form.
• Set CAB meeting delegate: Change requesters
can now specify a delegate to attend the CAB
meeting on their behalf via the CAB delegate
field on the Change Request form.
• View CAB calendar: The change manager
and change requester can view the CAB
calendar and drill down into the specifics of CAB
meetings.
• Approve or reject change requests: CAB
managers can approve or reject change
requests during the CAB meeting, which
are then processed through the appropriate
workflow.
• Record and view CAB meeting notes: The
CAB manager can record meeting notes, which
can be viewed later by CAB members and
change requesters.
Activating the CAB workbench activates the Service

Portal plugin.
Configuration item (CI) health The CI health dashboard can now be accessed
from a health icon available next to the
Configuration item field on the Change Request
form. The change requester can click the icon to
view the details on the CI health dashboard.
Change Management property The com.snc.change_management.cab.log
property is installed with the CAB workbench. It
controls at which level logging should be displayed.
ITSM guided setup release notes

ServiceNow® ITSM guided setup feature enhancements and updates in the Istanbul release.
Although the upgrade process for ITSM guided setup is automatic, your previous completion indicator may
change to reflect additional configuration tasks that were added after the upgrade.
Accept Best Practices When available, this new option lets you accept
the default configurations for an entire category or
individual task, and mark the items as complete with
a single click.
Assign You can now assign tasks to other administrators.
You can choose to assign all tasks in a category to
a single admin or assign individual ones to different
admins. When a task is assigned, the admin

receives an email if their user record contains an

email address.
Add note You can now record comments regarding a task's

configuration process for historical purposes.
On-Call Scheduling release notes

ServiceNow® On-Call Scheduling product enhancements and updates in the Istanbul release.
Although the On-Call Scheduling upgrade process is automatic, there are several changes you must
consider. For details, see Upgrade to on-call scheduling.
You can activate the On-Call Scheduling plugin if you have the admin role.
The updated calendar view is available on only Internet Explorer 10 or later. Any older versions of Internet
Explorer display the legacy calendar view.
On-call calendar view A new DHTMLX on-call calendar view replaces the
previous view. In addition to providing an on-call
manager with the calendar view, it also provides
a timeline view of the selected rotation and roster
schedules.
The on-call calendar view is enabled by
default for instances that are upgrading from
any previous release. To switch back to the
Geneva and earlier legacy view, set the
com.snc.on_call_rotation.show_legacy_calendar
property to true. To switch back
to the Helsinki view, set the
property to false and the
com.snc.on_call_rotation.calendar_macro property
to ocf_calendar.xml.
To switch back to the new
DHTMLX calendar view, set the
property to false and set
com.snc.on_call_rotation.calendar_macro property
to on_call.xml.

On-call calendar subscription On-call calendar subscription URLs can be

generated and sent to rota members. Links are
sent as an iCal link that rota members can use
to subscribe to their on-call calendar from their
preferred calendar client.
The Rota form has a new calendar subscription
form section to define the weeks or days of on-call
coverage to update as part of iCalendar feed.
Note: The end user must provide their

ServiceNow instance credentials to
authenticate themselves to use the
subscription URL to view on-events.
Currently, only the Calendar application
on Mac OS X 8.0 and later and the
Outlook application on Windows 2013
and later support authenticated calendar
subscriptions.
Rotation history The Rota Member form has new From and To
fields that enable the rota manager to define the
users on-call timings and thereby preserve the
rotation history.
Favorite filters Favorites can be created based on the filters
selected.
Request time-off and suggest on-call cover Users with the itil role can request time-off and
suggest the name of the rota member who can
provide on-call coverage in their stead if the
com.snc.on_call_rotation.pto.approval.required
property is true.
On-call properties The following properties have been introduced:
• com.snc.on_call_rotation.calendar_macro
• com.snc.on_call_rotation.support_legacy_spans
• com.snc.on_call_rotation.pto.approval.required
• Calendar display performance: Improvements made to enhance the response time of the on-call
calendar.
• Calendar interaction:
• Clicking an event opens a pop-up that presents actions based on context.
• Manage Rota replaces the Add item dialog.
• Edit Rota action presents the Rota form.
• Edit span action presents the schedule entry that generated the event.
• Manage Rota dialog enables start and end dates to be modified for more preciseness.

Password Reset release notes

ServiceNow® Password Reset application enhancements and updates in the Istanbul release.
Password Reset lets end users use a self-service process to reset their passwords on the local
ServiceNow instance. Alternatively, your organization can implement a process that requires service-desk
personnel to reset passwords for end users.
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. The
instance no longer sends a temporary password by default.
The Password Reset - Orchestration Add-on plugin activates the Password Reset Windows Application
(com.glideapp.password_reset_desktop) and enables connections to the Active Directory (AD) and
'Remote (SOAP) ServiceNow instance' credential store types. No other components are installed.
Display password strength You can now enable a client script that calculates
the strength (complexity) of the password that
the user enters while the user changes or resets
the password. The system displays a graphical
Password Strength bar to guide the user. See the
Enable Password Strength and Strength Rule
settings in Configure and test the Password Reset
connection to a credential store.
Email Password Reset URL You can configure the instance to send an email
message to users who request password reset. The
message includes a link to the reset page. See the
Email Password Reset URL setting on Settings on
the Password Reset Details tab.
Note: The default Self-Service Password

Reset process enables this option by
default. See Self-service Password Reset
process: overview for a description of the
default process.

• New installation software for the Password Reset Windows Application

See Password Reset Windows Application
• Stronger security restrictions and system requirements for the Password Reset Windows Application
• Improved user experience for the Password Reset Windows Application. You can now display a
password reset link directly on the Windows login page and can configure the text for the link. The new
configuration settings are:
• URL of the page on your ServiceNow instance that users access when resetting a password
• GUID of the credential provider that is in use
• Text to display for the password reset link on the Windows login page
Service Catalog release notes

ServiceNow® Service Catalog product enhancements and updates in the Istanbul release.
Service catalogs provide a customer-facing view of available service and product offerings provided by
departments 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 to
multiple service catalogs.
Active by default.
New variable types Email and URL are the new variable types that
enable easier validation of emails and URLs
respectively.
Customizable variable display You can configure default widths for variables.
When you use a variable, you can override the
default width of the variable by selecting a new
width size from the list of options.
Wish list You can save partially configured catalog items to
your wish list. You can review your wish list later
to complete the ordering process. Wish list is not
supported for Order Guides and Wizards.
Record producers reporting You can now create reports that map the record
producers to the base records generated by them.

You can find the report by navigating to Service

Catalog > Request Reports > Created by Record
Producers
• Required check box: You can mark a check box variable as mandatory by selecting the Required
Checked check box.
• Help text: If you select the Show help option for a variable, you can use the Instructions field to enter
HTML help text. Selecting the Always Expanded field opens the help text when the form loads always
displaying the help text.
• List v3: Service Catalog currently does not support List v3.
Subscription Management release notes

ServiceNow® Subscription Management application enhancements and updates in the Istanbul release.
Use the Subscription Management application to review and manage how purchased subscriptions are
used on your production instance.
Active by default.
Validating subscription ownership Regarding for-fee subscriptions: Users can perform

fulfiller actions for associated applications and
suites only if your organization has purchased the
subscription.
Audit facilities for Subscription Management You can view concise historical data:
• Subscriptions: Subscription downloads and
updates.
• Subscription users: When users were
subscribed and when they were unsubscribed,
excluded, or unexcluded.
• Subscription user sets: When user sets were
created, updated, or deleted.
New Subscription Management reports • Each Subscription Metrics chart displays the
following data for a single subscription:
• Purchased: The number of resources
purchased for the subscription.
• Allocated: The average number of users for
the month who have been allocated to the
subscription.
• Non-subscribed users: The average
number of individual users who performed

fulfiller actions in the associated applications

without being subscribed to the applications.
• The Compliance Overview reports display the

number of subscribed users who performed
fulfiller actions and the number of users who
are not subscribed to an application. In addition,
the Application Use Without a Purchased
Subscription chart shows the number of
users who performed fulfiller actions in an
application even though your organization has
not purchased a subscription for the application.
Allocate an individual user from the User form You can allocate or unallocate an individual user
to a subscription while viewing the user data on
the User form. Users that you allocate directly are
subscribed immediately. The User form includes
two new related lists:
• The Manage Subscriptions related list enables
you to allocate and unallocate the selected
user to and from subscriptions. The related list
also displays the subscriptions and associated
applications that your organization owns.
• The Subscriptions related list displays all
subscriptions that the user is allocated to and
the applications that the user is subscribed to.
Performance Analytics and Reporting release notes

Performance Analytics and Reporting have new and updated features in the Istanbul release.
Performance Analytics release notes

ServiceNow® Performance Analytics product enhancements and updates in the Istanbul release.
Platform feature - active by default. Performance Analytics premium requires a separate subscription.
To use real-time scores, you must activate UI16.
Spotlight Prioritize work based on multiple weighted criteria

and quickly identify high-priority tasks.
All users can create or view dashboards When responsive canvas is enabled, users with
(responsive canvas enabled) any role can create and share dashboards. Users

without a role can view dashboards that are shared

with them. Some widgets, such as Performance
Analytics widgets and interactive filters, can still
only be added to dashboards by users with an
appropriate Performance Analytics role.
New dashboard permissions and sharing When responsive canvas is enabled, dashboards
(responsive canvas enabled) use more flexible and granular dashboard-specific
permissions, which separate view and edit rights.
Access to pre-Istanbul dashboards does not
change, and users remain able to view and edit
dashboards exactly as they could before upgrading
to Istanbul. Dashboard permissions are managed
via the new dashboard Share pane.
Performance Analytics domain separation for Users can view scores from multiple selectable
managed service providers domains on a single dashboard or scorecard.
Configure data collection across a domain hierarchy
and control how collected scores are attributed to
parent and child domains.
Treemap breakdown widget The treemap visualization is available for

breakdown widgets. A treemap displays broken-
down scores as boxes. Larger boxes indicate a
higher score for a breakdown element. Boxes are
color-coded to indicate the score, recent score
change, or how close the score is to a target. Point
to a box for additional information. Click to open the
detailed scorecard for that indicator and element.
Guided setup and embedded help Quickly configure Performance Analytics for various
applications using guided setup. Access useful
documentation directly within your instance using
embedded help.
• Performance Analytics mobile app:

• Performance Analytics for mobile can display real-time scores.
• If defined, Performance Analytics for mobile uses the target color scheme for an indicator.

• sysparm_include_realtime: include the realtime_enabled and realtime_value values in the
response
• sysparm_include_target_color_scheme: include the target_color_scheme value in the response
• sysparm_include_forecast_scores: include the forecast_scores value in the response
• sysparm_include_trendline_scores: include the trendline_scores value in the response
• The API returns the indicator_aggregate element, which is the value of the indicator Aggregate field.
• Certain visualization names were changed to match those used in reports.

• The word chart was removed from visualization names.

• Stacked Chart and Stacked Bar were renamed to Stacked Column.

• Breakdown Semi Circle Donut was renamed to Breakdown Semi Donut.
• Performance Analytics forms always use the List v3 condition builder, including related list conditions,
even if List v3 is disabled for the instance.
• Newly created automated indicators do not appear as scorecards by default. Select Publish on
Scorecards to show the indicator scorecard.
• When viewing changes in collected records on the Records tab of a scorecard, you can select which set
of data to view using a Venn diagram. This Venn diagram replaces the data set choice list.
• The first day of the week in Performance Analytics charts is determined by the
glide.ui.filter.first_day_of_week property instead of the glide.ui.date_format.first_day_of_week property .
• Users with the pa_data_collector and schedule_admin roles can cancel a running data collection job.
• Navigating on a scorecard now adds entries to the navigation history.
• You can sort indicators added to a list widget by Label.
• Weekly indicators account for the property glide.ui.filter.first_day_of_week when determining the week
number in the year.
• Real-time scores use the same formatting as the historical score that appears when a widget loads.
• The indicator Field field allows you to select only numerical field types when the Aggregate is any
value other than Count or Count distinct.
• The indicator Unit value Time displays values in an easily readable time format, such as in days, hours,
minutes, and seconds.
• Users with the pa_viewer role can view breakdowns and breakdown elements records.
• Scorecards shown in a dialog window do not display a back button.
• The number of periods you can select in a scorecard widget was increased from 10 to 14.
• A warning message appears if you save a scorecard widget without an indicator group or widget
indicator.
• You can grant access to breakdowns to specific groups and users in addition to users with specific
roles.
• You can control access to indicators and breakdowns based on users and groups, in addition to roles.
Reporting release notes

Reporting product enhancements and updates in the Istanbul release.
Report Charting v2 is automatically used, and Reporting v1 can no longer be used after an instance is
upgraded.
The Report Charting v2 plugin uses the Highcharts charting library to generate reports on the client. This
plugin generates all the reports in the ServiceNow report set.
Note: Scheduled reports, custom charts, and reports saved as PDF are generated on the server
using the Highcharts charting library. As a result, these types of reports sometimes appear
differently than reports generated on the client side.
Platform feature. Active by default. Some advanced reporting functionality is available only when
Performance Analytics Premium has been licensed.

• The classic Reports list layout (Reports > View / Run) is no longer available. Previously, it
was possible to enable this version of the Reports list layout by setting the system property
glide.ui.report.new_home to false. This property setting no longer has an effect and only the redesigned
Reports list layout is available.
• You can view and run reports in the mobile app.

• PDF functionality improved:
• A set number of datapoints prevents performance issues and keeps the Java virtual machine (JVM)
from running out of memory.
• Forms exported to PDF with empty translated HTML fields no longer show an exception.
• When exporting an incident ticket to PDF, all fields are included on a printer-friendly form.
• PDF export functions for the top layer dataset.
• Use of a set number of datapoints prevents performance issues and keeps the PDFReportPivot job
from running out of memory when exporting too many rows to PDF.
• The UTC date value field was changed from Date to DateTime, to prevent a one-day shift in Calendar
reports.
• Pivot report and multilevel pivot report titles display. Previously, titles of these reports did not display in
the report builder or on reports added to homepages.
• Drill down from several report types to a list with a drilldown view displays the specified drilldown view.
Previously, the displayed drilldown view was the last view used.
• Unauthorized users receive the correct error message when they try to delete or modify a report.
• The Highlight based on option in calendar reports is now persistent.
• Custom chart creation is now deprecated. Multiple data set functionality is now found in the report
builder when Performance Analytics Premium is enabled. See Using multiple datasets in a report. Data
collection based on scripts or formulas is now a function of Performance Analytics. See Performance
Analytics data collection and cleanup.
Reporting upgrade information

Reporting upgrade information for the Istanbul release. Review this information to ensure users retain
access to reports after upgrade.
In Fuji, the logic behind how sys_report ACLs were applied changed. If you upgrade from a release before
Fuji to Fuji or later without the Report Security - enforce access control checks plugin enabled, changes
in report access may occur. For example, users without the admin role may lose read access to reports
because of security constraints.
Because the Report Security plugin overrides ACL customizations, it is not enabled by default upon
upgrade. You must enable it manually.
Follow these steps to enable the plugin. You can enable it before or after upgrade.
1. Activate the Report Security (com.glideapp.report_security) plugin on a sub-production instance and
test to ensure activation does not cause changes to existing reporting functionality.
2. After testing is completed, activate the plugin in production.

If changes in reporting functionality persist after you activate the plugin, this may be because ACLs were
improperly updated because of customizations. Manually update your sys_report ACLs to comply with the
ACLs below.
sys_report create ACL
var userID = current.user.toString();

var answer = false;
var isMe = gs.getUserID() == userID;
var isGlobal = userID == "GLOBAL";
if (gs.hasRole('report_admin'))
answer = true;
else if (isGlobal)
answer = gs.hasRole('report_global');
else if (current.user == 'group')
answer = gs.hasRole('report_group');
else
answer = gs.hasRole(current.roles);
function isGroup(){
var grpList = gs.getUser().getMyGroups();
var myGrps = '';
for (var i = 0; i != grpList.size(); i++) {
if (i != 0) myGrps += ',';
myGrps += grpList.get(i);
}
var myUserId = gs.getUserID();

var gr = new GlideRecord('sys_report_users_groups');
gr.addQuery('report_id', current.getUniqueValue());
var qc = gr.addQuery('user_id', myUserId);
if (myGrps != '')
qc.addOrCondition('group_id', 'IN', myGrps);
gr.query();
if (gr.getRowCount() > 0)
return true;
return false;
}
sys_report delete ACL
var answer = false;

if (isMe || gs.hasRole('report_admin'))
answer = true;
else if (isGlobal)
else if (isGroup())
function isGroup() {
var reportUserId = current.user.toString();
if (reportUserId != "group"){
return false;
}

var myGrps = '';


if (i != 0) myGrps += ',';
}

if (myGrps != '')
gr.query();
return true;
return false;
sys_report read ACL
answer = false;
var isUser = gs.getUserID() == userID;

if (isUser) {
answer = true; // my own report
} else {
if (isGlobal)
answer = gs.hasRole(current.roles);
else
answer = isGroup();
}
function isGroup() {
return false;
}

var myGrps = '';
if (i != 0) myGrps += ',';
}

if (myGrps != '')
gr.query();
return true;
return false;
}

sys_report write ACL
var answer = false;

if (isMe || gs.hasRole('report_admin'))
answer = true;
else if (isGlobal)
else if (isGroup())
function isGroup(){
return false;
}

var myGrps = '';
if (i != 0) myGrps += ',';
}

if (myGrps != '')
gr.query();
return true;
return false;
}
Dashboards release notes

Dashboards product enhancements and updates in the Istanbul release.
Before upgrading to Istanbul
Review Dashboard upgrade information about enabling responsive canvas, adjusting customized
dashboard layouts, and migrating permissions after an upgrade.
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 during
Helsinki, it remains enabled after upgrade to Istanbul.
Content packs and in-form analytics must be activated before they can begin collecting data.

All users can create or view dashboards When responsive canvas is enabled, users with
(responsive canvas enabled) any role can create and share dashboards. Users
without a role can view dashboards that are shared
with them. Some widgets, such as Performance
Analytics widgets and interactive filters, can still
only be added to dashboards by users with an
appropriate Performance Analytics role.
New dashboard permissions and sharing When responsive canvas is enabled, dashboards
(responsive canvas enabled) use more flexible and granular dashboard-specific
permissions, which separate view and edit rights.
Access to pre-Istanbul dashboards does not
change, and users remain able to view and edit
dashboards exactly as they could before upgrading
to Istanbul. Dashboard permissions are managed
via the new dashboard Share pane.
• When responsive canvas is enabled, new dashboards use responsive canvas and existing dashboards
are converted to responsive canvas. In Helsinki, when responsive canvas was enabled, only new
dashboards used responsive canvas.
• On responsive dashboards, users receive an email notification when a dashboard is shared with them.
• When responsive canvas is enabled, dashboard functionality is located under Self-Service >
Dashboards, as well as in the Performance Analytics application.
• All dashboards have an Owner field. Pre-Istanbul dashboards do not have an owner, but an owner can
be assigned to them. Users can manage sharing for dashboards that they own.
• On responsive dashboards, use the Restrict to roles field to specify roles required to access the
dashboard . Users with any of the specified roles can access the dashboard if they have been given
access to the dashboard on the dashboard Share pane.
• On responsive dashboards, the right pane must be open to edit, move, or resize widgets.
•
On responsive dashboards, dashboard quick layouts were moved to the Configuration pane ( ).
• On responsive dashboards, the look-and-feel of the dashboard header has been updated. Many
dashboard actions have been moved to the context menu ( ).

•
On responsive dashboards, add a tab from the Configuration pane ( ) or context menu ( ).
• On responsive dashboards, breakdowns and breakdown element appear under the dashboard header.
• Only users with access to the Slow Performance Graphs widget can add this widget to dashboards.
Previously, users could add it to dashboards even if they could not see its content.
• Changes to interactive filters:
• Interactive filter values that you select are persistent, and remain applied when you navigate away
then navigate back to a dashboard.
• Administrators can set default values for interactive filters. However, if a user then selects a different
value, that selection becomes persistent and overrides the default for that user.

• Group interactive filters no longer apply filter conditions automatically on dashboards. After selecting
filter conditions in a group filter, click Apply Filter.
• You can dot-walk to extended fields when configuring interactive filters.
• When an interactive filter is removed from a dashboard, its filters are also removed. Previously the
filters persisted until the dashboard was refreshed.
• Default values are applied to interactive filters that are added to dashboards and in the Share panel
preview. Previously, the defaults were not applied and all choices were selected.
• Content packs are available for the following applications: Application Portfolio Management, Discovery,
Human Resources Service Management Scoped, and Incident Spotlight.
• On responsive dashboards, tabs can no longer be linked between dashboards. Tabs that were linked
between multiple dashboards in previous releases remain linked after upgrade.
• On responsive dashboards, you can no longer specify a home tab on a dashboard. The leftmost
dashboard tab is always the home tab.
• Responsive dashboard tabs cannot be published as a homepage. Instead, create a single-tabbed
dashboard and share it with other users.
Dashboards upgrade information

Dashboards upgrade information for the Istanbul release.
Enable Responsive Dashboards
To use Responsive Dashboards, both the Responsive Dashboards and Responsive Canvas plugins need
to be active.
• If Responsive Canvas was enabled in Helsinki, Responsive Dashboards functionality is enabled on
upgrade to Istanbul. After upgrade all dashboards are responsive, including dashboards that were not
responsive during Helsinki.
• If Responsive Canvas was not enabled in Helsinki, Responsive Dashboards functionality
is not enabled on upgrade to Istanbul. The plugins are activated by default, but the
glide.cms.enable.responsive_grid_layout system property is set to false. To enable Responsive
Dashboards, 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 functionality
is not enabled on upgrade to Istanbul. The plugins are activated by default, but the
glide.cms.enable.responsive_grid_layout system property is set to false. To enable Responsive
Dashboards, set this property to true.
Review dashboard layouts after enabling responsive canvas
During conversion to responsive canvas, the layout of dashboards may slightly change. Highly customized
dashboards may have significant changes, such as different widget layouts. After upgrade, review each
dashboard for changes and adjust its 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 no
longer required to view or edit dashboards. To ensure that access to existing dashboards remains the
same after migration, the following roles are added to a dashboard or its group during migration to the
Istanbul: permissions:
• pa_viewer
• pa_admin
• pa_power_user
These roles are typically added directly to the dashboards they apply to. However, when no role
permissions are defined for the dashboard or the group a dashboard belongs to, the pa_viewer view
permissions is applied to the dashboard group. (pa_power_user and pa_admin roles are still applied to the
dashboard.)
Also, during upgrade all existing dashboards are configured to require the pa_viewer role to view with the
Restrict to role field on the dashboard properties form. This restriction provides an extra layer of security.
Security Operations release notes

Security Operations has new and updated features in the Istanbul release.
Security Incident Response release notes

ServiceNow® Security Incident Response application enhancements and updates in the Istanbul release.
Activate the Security Incident Response plugin and configure it based on the needs of your organization.
This plugin is available as a separate subscription.
Parent/child security incidents Security teams can use parent-child security

incident relationships to associate related security
incidents to one another for greater ease in
managing and resolving security incidents.
Special access roles Sometimes security teams need to loop in non-

security users from within their organization or
external consultants, but do not want to give them
full access to all security incidents. Using special
access roles, security teams can grant access to
individuals on a case-by-case basis to allow for
read-only or full access to security incidents.
Manual Runbook Most security teams have extensive runbooks
that drive their processes. However, it can be
cumbersome for analysts to find the appropriate
runbook during the investigation and remediation

of an incident. By introducing the ability for security

analysts to access relevant runbook articles directly
from a security incident, and based on the context
of the incident, security teams are able to ensure
the appropriate information is easily accessible to
expedite response times.
Exchange search Phishing attacks are a common security incident
across organizations. By introducing the ability
to search for emails in Exchange and optionally
deleting them, analysts are more readily able to
determine the scope of an attack and protect their
organization.
Create a customer service case from a security Organizations using both Security Incident
incident Response and Customer Service can now easily
create customer service cases from within a
security incident. If a task needs to be completed by
another group, it can be created and tracked from
within a security incident.
Security Incident Response Orchestration With Security Incident Response Orchestration
activities, users can interact with and retrieve
data from Windows or UNIX-based systems and
environments using workflow.
• Process definitions: State flows have been changed and renamed to process definitions. Security teams
can more easily modify the states that teams follow within the context of a security incident with more
flexibility when transitioning between states.
• Updated security incident overview: Security Incident Response Explorer provides a graphical view
into security incident activity, so that security administrators or analysts can quickly pinpoint areas of
concern.
• Dashboard enhancements: You can filter report widgets directly from a homepage or dashboard
without modifying the reports using interactive filters.
Vulnerability Response release notes

ServiceNow® Vulnerability Response application enhancements and updates in the Istanbul release.
To reduce upgrade time, if you have Qualys or a third-party integration installed, delete all attachments on
your integration data sources. You can find them by navigating to System Import Sets > Administration
> Data Sources and searching by integration. See Manage attachments for more information.
Activate the Vulnerability Response plugin and configure it based on the needs of your organization. This
plugin is available as a separate subscription.

Bulk scanning of vulnerabilities and vulnerable You can simultaneously scan multiple vulnerabilities
items or vulnerable items that contain at least one
affected CI or an IP address populated on the form.
Automated scan processing When performing a scan on a vulnerability or

vulnerable item , if the scan identifies that the
vulnerability or vulnerable item still exists (not fixed),
the state is change to Reopened, a work note is
added, and a workflow trigger causes a rescan.
Vulnerability Response Orchestration With Vulnerability Response Orchestration
activities, users can interact with and retrieve
data from Windows or UNIX-based systems and
environments using workflow.
• Dashboard enhancements: You can filter report widgets directly from a homepage or dashboard
without modifying the reports using interactive filters.
• New reports added to overview:
• CIs not Scanned: lists all configuration items that have not yet been scanned.
• CIs with Vulnerability by Date: lists all configuration items and their last scanned date.
• New Vulnerable Items: lists vulnerable items created in the last 30 days and which have a
Vulnerability Group Risk Accepted value of true.
• Vulnerability groups: Vulnerability groups have been added for grouping vulnerable items based on
vulnerability, vulnerable item conditions, or filter group.
• Scan queue for vulnerability scanning: Vulnerability scan requests submitted to a third-party
vulnerability scanning integration are queued so as not to overload system resources. You can view the
status of queued requests, as needed.
• NVD data feed URLs have changed. Downloads may stall due to outdated URLs. If you encounter this
situation, see KB0683326 for more information on correcting the issue.
Threat Intelligence release notes

ServiceNow® Threat Intelligence enhancements and updates in the Istanbul release.
Activate the Threat Intelligence plugin and configure it based on the needs of your organization. This plugin
is available as a separate subscription.
Automated Threat Intelligence lookups When observables are added to a security incident
record, you can automatically check whether they

are malicious, expediting time to response and

remediation.
Expose IoC metadata When viewing an IoC, if the Notes field contains
valid JSON key/value pairs, they are parsed and
displayed.
Complete IoC lookup with multiple tools You can submit IoC lookups using multiple
scanning tools, such as VirusTotal and
Metadefender.
Receive notification email when IoC lookup is After lookups have completed, an email notification
completed is sent to the requestor if that person has
notifications enabled. The content of the email
depends on the type of lookup being performed.
Threat Intelligence Orchestration With Threat Intelligence activities,users can
determine whether a threat has been seen before in
other security incidents or on other systems using
workflow and orchestration.
• VirusTotal Integration: The VirusTotal integration has been removed from the Threat Intelligence
application and is now a separate plugin so it can be installed and configured in the same manner as all
other integrations.
• The VirusTotal API Key [sn_ti_virustotal.api_key] property has been removed from Threat Intelligence
properties and is now available from Security Operations > Integration Configuration.
Security Operations Integrations release notes

ServiceNow® Security Operations Integrations enhancements and updates in the Istanbul release.
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.
IBM QRadar The Security Operations QRadar integration uses

default workflows to enrich data in security incidents
when certain fields are updated. You can also
manually execute the workflows to enrich the data.
Palo Alto Networks Firewall The Palo Alto Networks Firewall integration
base system includes a workflow and a series of
workflow activities you can use to integrate Firewall
with your instance.
Palo Alto Networks Wildfire The Palo Alto Networks WildFire integration
base system includes a workflow and a series of

workflow activities you can use to integrate Wildfire

with your instance.
Palo Alto Networks AutoFocus Palo Alto Networks AutoFocus is a threat
intelligence cloud service that provides prioritized,
actionable cyberthreat intelligence. The Palo Alto
Networks AutoFocus integration base system
includes a workflow and a series of workflow
activities you can use to integrate AutoFocus with
your instance.
Tanium Endpoint Platform The Security Operations Tanium integration uses
a workflow and workflow activities to return running
processes for affected CIs.
MetaDefender The MetaDefender integration is available by
request. It assists with completing IoC lookups to
understand the impact of observables found within
a security incident.
• Qualys scanner integration enhancements:

• Enhanced ability for processing results from the Qualys scanner.
• Qualys can use Qualys asset groups to determine which Qualys appliances to use to scan for
vulnerabilities when invoking scans from Qualys integration.
• VirusTotal Integration: The VirusTotal integration is now available through an orchestration activity and
can be initiated within workflows created by you or available as a standard workflow within the product.
Security Operations Common Functionality release notes

ServiceNow® Security Operations Common enhancements and updates in the Istanbul release.
Email parsing You can use the Email Parsing module to generate
new Security Operations records from an external
detection system. This feature provides integration
of information from external malware detection,
vulnerability detection, firewalls, threat intelligence,
and other external sources.
Duplication rules You can manage duplicate emails in security

incidents, vulnerabilities, IoCs, and other Security
Operations records.
Filter groups You can use filter groups to locate records from
any table on your instance. You can also filter CIs
that have similar vulnerabilities or that fall within a
particular subnet IP address range.

Escalations You can create an escalation path for security

incidents. Once an escalation group exists, a button
appears on any security incident in that group.
Enrichment data mapping Enrichment data maps allow you to transform
data from JSON and XML format into ServiceNow
records. By transforming data from third-party
tools into a normalized format, security teams can
more easily analyze the relevant data coming from
these sources by providing context when working
an incident to expedite the time to response and
remediation
Field mapping Security Operations tables can be mapped to
one another. For example, you can link a security
incident to a customer service case using field
mapping.
Workflow triggers You can create a workflow trigger that contains
conditions on one or more tables. If the conditions
are met, all workflows attached to the workflow
trigger record run.
Orchestration runtime Security Operations Orchestration saves time
by eliminating manual processes and obtaining
contextual information to remediate incidents.
Each Security Operations product has standard
activity packs and workflows that are included and
activated in each of the plugins.
• The Qualys Knowledge Base - number of days worth of data to retrieve from Qualys server per
API request [sn_vul_qualys.kb.max_delta_days] and Qualys Knowledge Base - max QIDs to pull in
a single API request when backfilling vulnerability data [sn_vul_qualys.kb.max_backfill_page_size]
properties have been removed from Qualys Cloud Platform properties and are now available from
Security Operations > Integration Configuration. They have been renamed:
• Number of days of knowledge base data to retrieve per API request
• Max number of QIDs to pull per API request when backfilling vulnerability data
Service Management release notes

Service Management has new and updated features in the Istanbul release.
Customer Service Management release notes

ServiceNow® Customer Service Management application enhancements and updates in the Istanbul
release.

You can activate the Customer Service Management plugin (com.sn_customerservice) if you have the
admin role. This plugin includes demo data and activates related plugins if they are not already active.
Customer Service Management for business-to- Extends support for business-to-consumer

consumer companies companies, including the core CSM capabilities.
Adds case management for consumers and
consumer products, a web-based service portal,
performance and scalability improvements for high
transaction volumes, and contextual knowledge
search.
Consumer Service Portal Support business-to-consumer companies with

a web-based portal that provides consumer self-
registration, product registration, knowledge search,
and case creation.
Anonymous chat and chat routing Use the Consumer Service Portal and the
anonymous chat feature to engage customers and
provide assistance prior to registration. Information
provided by customers is used to classify and route
chat requests to the correct agent queue.
Social media integration Enable integration with social media engagement

solutions to extend customer service to social
media channels. Store social media profile
information and link social media messages to
cases, enabling customer service agents to engage
with customers through social media channels.
Assignment workbench and enhanced case Display the relevant information for case
assignment assignment in the workbench and use predefined
criteria to evaluate agents and assign cases.
Automate this process by creating assignment
rules.
Case management for orders Extend Customer Service Management to support

order-related issues by integrating with order
management systems to create and resolve
customer requests.
Targeted communication for consumers Create and publish content to targeted lists of
consumers through the Consumer Service Portal
or using email notification. To handle time-sensitive
content, set dates to publish and retire content
automatically.
Knowledge contextual search Refine Knowledge searches and improve the

relevance of search results by creating filters on
dynamic values, such as case metadata.

HR Service Management release notes

For the ServiceNow® HR Service Management (HRSM) application, the Human Resources Scoped App:
Core plugin is available for new instances starting with the Istanbul release.
If you are an existing HRSM user on a release prior to Istanbul, you are using the HRSM Non-Scoped app
that is activated with the Human Resource Application: Core plugin. After an upgrade to Istanbul, you can
continue to use the HRSM Non-Scoped app.
Important: If you use Workday Integration, the Human Resources Application: Workday
Integration plugin does not appear. To activate this plugin, consult your service manager. Do not
activate the Human Resources Scoped App: Workday Integration plugin.
If you want to migrate to using the new HRSM Scoped app from the HRSM Non-Scoped app, consult your
service manager. For Istanbul, there are two versions of the HR Service Management application.
Note: When migrating, keep HR categories, record producers, and catalog client scripts in their
base system scope when migrating. Issues can occur with related records in different scopes.
Because there are two different versions of the HR Service Management application, use extreme caution
when activating the HR plugins. Only activate the plugins that are titled Scoped App.
• Human Resources Scoped App: Core
• Human Resources Scoped App: Security
• Human Resources Scoped App: Service Portal
• Human Resources Scoped App: Workday Integration
Note: If you are using the HRSM Non-Scoped app, do not activate the scoped plugins.

The HRSM Scoped app prevents users outside of the HR organization from accessing HR data. It includes
the following features:
Scoped roles Scoped roles for both HR case workers and HR

clients (employees, contractors, alumni, and others)
grant these users access to HR services. Users
without an HR scoped role are blocked from viewing
HR cases or HR profile information.
Only the HR Administrator [sn_hr_core.admin]
can assign scoped HR roles. These roles can be
assigned to inactive users to create HR cases for
new hires and alumni.
IT System Administrators [admin] can still
impersonate ServiceNow users. However, when
impersonating a user with a scoped HR role, an

admin is not able to access features granted by that

role, including HR cases and profile information.
Also, admin cannot change the password of any
user with a scoped HR role.
HR Case form The HR Case form has service-specific fields

dependent on the type of service selected at the
time of case creation.
The HR Case form includes a fulfillment instructions
section. HR admins can define specific instructions
for each case type using this section. There are
three types of fulfillment instructions:
• Knowledge Base integration. If you already
documented fulfillment instructions in your KB,
you can link the articles directly.
• Rich text. You can format and publish
instructions within the HR service. Or, if you
have instructions on an external knowledge
base, you can provide a hyperlink to information.
• Checklists. You can create a checklist that
appears for a specific HR service.
The HR Case form has a field to capture the

Subject person for the case. The Subject person
is the person the request is regarding. When the
Service Catalog is used to submit the request, often
the Subject person is the same as the Opened for
person.
An example of a Subject person is when a manager
opens a case (Opened for) to promote an individual
(Subject person).
Note: The Opened for person has full

access to case details and status, but the
Subject person only sees tasks assigned to
them.
Additional fields on the HR Case form can be

customized for specific HR Services.
HR Service Portal The HR Service Portal provides suggested reading

and information widgets for all employees. All open
cases and associated tasks display.
Open Case page The Open Case page allows users to view assigned
or open tasks and cases. Employees can also
communicate with HR from this page.
Tiered based assignment Tiered based assignment groups are available

to support easier assignments and escalation of
cases. Cases are assigned to Tier 1 by default,
based on the type of HR service and location of
the Subject person of the case. For cases that

require escalation, case workers in the next tier are

prioritized before a direct manager.
Automatic assignment Auto assignment for cases and tasks uses an

assignment engine that identifies a set of selection
criteria. This assignment engine determines what
group or HR agent is assigned to a case. The
assignment engine:
• Uses a business rule and identifies that the state
of the case is Ready or Work in Progress.
• Checks the matching rules. Each case type and
task have a pair of rules. The highest priority
rule matches HR agents by skills, country, and
number of cases assigned to an agent. If the
country cannot be matched, an agent with the
required skills and least number of cases is
assigned. The agent must have all required skills
for the case before being assigned.
• Looks for unassigned agents within an
assignment group.
Record producers Record producers use platform templates instead of

the Service Management Core templates for default
values and creating child/sibling cases.
HR Criteria Module HR admins can use the flexible HR Criteria module

to set up conditions to define groups of employees.
These groups can be targeted with specific
information, documentation, videos, and links on
their HR Service Portal.
Guided Setup Guided Setup provides a sequence of tasks that

helps you configure HR Service Management.
You are guided through configuration activities
organized in categories. A visual percentage of
completeness displays to monitor progress.
Knowledge Management release notes on page ServiceNow® Knowledge Management application

17 enhancements and updates in the Istanbul release.
Service Portal release notes on page 21 Service Portal product enhancements and updates
in the Istanbul release.
Field Service Management release notes

ServiceNow® Field Service Management application enhancements and updates in the Istanbul release.
The Field Service Management (com.snc.work_management) plugin is available as a separate

subscription. This plugin activates related plugins if they are not already active.

Field Service Management integration with Project Plan the deployment of field service projects with
Portfolio Management (PPM) PPM. Link project tasks to work orders, synchronize
planned and actual dates, and update task and
work order status.
Agent calendar Manage agent and technician availability with

the agent calendar, including shift planning, work
schedules, and agent availability. Align technician
availability with demand to ensure accurate
assignment of resources.
Work order PDF summary and signature capture Capture customer signatures for completed work
orders and create PDFs that include signatures and
summaries of the completed work.
• Agent map support for the mobile user interface: view an agent's location and assigned tasks using My
Map on the mobile UI.
Available versions (Istanbul)

The Istanbul 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, refer to Upgrade to Istanbul on page 517.
For more information about the release cycle, see the ServiceNow Release Cycle. For a downloadable,
sortable version of Istanbul fixed problems, see KB0598935.
Note: This version is approved for FedRAMP.
Q2 2018 QPP Targets
Releases Patch target option Release notes
Istanbul Istanbul Patch 11 on page 88 Istanbul

Jakarta Jakarta Patch 8 Jakarta
Kingston Kingston Patch 3 Kingston
• Targets are subject to change prior to patching. Target versions for a quarter change only if absolutely
necessary.
• ServiceNow will occasionally add an additional letter to some patch and hot fix names (for example,
Istanbul Patch 3a). 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 to
KB0598632.
Release version Release type Released on Availability
Istanbul Patch 11b Security patch 04/27/2018 Available

Istanbul Patch 11a Security patch 03/28/2018 Available
Istanbul Patch 11 Hot Fix 1 Hot fix 03/09/2018 Available by
request
Istanbul Patch 11 on page 88 Patch 02/22/2018 Available
Istanbul Patch 10c Security patch 01/22/2018 Unavailable
Istanbul Patch 10b Security patch 12/28/2017 Unavailable
Istanbul Patch 10a Hot Fix 1 on page Hot fix 02/05/2018 Unavailable
100
Istanbul Patch 10a Security patch 12/06/2017 Unavailable
Istanbul Patch 10 on page 102 Patch 10/25/2017 Unavailable
Istanbul Patch 9a Hot Fix 2 Hot fix 03/02/2018 Unavailable
Istanbul Patch 9a Hot Fix 1 Hot fix 10/29/2017 Unavailable
Istanbul Patch 8 Hot Fix 1 on page 154 Hot fix 08/24/2017 Unavailable
Istanbul Patch 6b Security patch 07/20/2017 Unavailable
Istanbul Patch 5 Hot Fix 2 Hot fix 06/06/2017 Unavailable

Release version Release type Released on Availability

Replaced by
Istanbul Patch
5 Hot Fix 1 on
page 247

Istanbul Patch 3 Hot Fix 1b on page 278 Hot fix 05/13/2017 Unavailable
Istanbul Patch 3 Hot Fix 1a on page 279 Hot fix 03/31/2017 Unavailable
(2)
Istanbul Patch 3a on page 280 Hot fix 03/24/2017 Unavailable
Istanbul Patch 3 Hot Fix 1 (Express only) Hot fix 03/13/2017 Unavailable
Replaced by
Istanbul Patch
3a on page
280
Replaced by
Istanbul Patch
3a on page
280
Istanbul security and notable fixes on Feature 11/28/2016 Unavailable

page 352
All other Istanbul fixes on page 417
• Available: Any user can upgrade to the version. "Available" versions will appear on the Instance
Upgrade Management Dashboard.
ServiceNow QPP targets and patches are immediately available. Users do not need to request an
entitlement to schedule an upgrade to these versions.
• Available by request: Contact ServiceNow Customer Support for approval to upgrade to the version.
• 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 514 Available

ODBC Driver 1.0.12 release notes on page 515 Legacy
ODBC Driver 1.0.11 release notes on page 515 Available
ODBC Driver 1.0.10 release notes on page 516 Legacy
Istanbul Patch 11
The Istanbul Patch 11 release contains fixes to these problems.
Istanbul Patch 11 was released on February 22, Build date: 02-16-2018_1105

2018. Build tag: glide-
istanbul-09-23-2016__patch11-02-07-2018
Security-related Fixes
Istanbul Patch 11 includes fixes for security-related problems that affected certain applications and the
ServiceNow platform. We recommend that customers upgrade to this release for the most secure and up-
to-date ServiceNow features. For more details on security problems fixed in Istanbul Patch 11, refer to
KB0676822.
Notable fixes
The following problems and their fixes are ordered by potential impact to customers, starting with the most
significant fixes.

Problem Short Description Steps to reproduce

description
Forms and Document ID When a document ID Refer to the listed Known Error KB article
Fields field types are field is set to read-only for details.
showing the via ACL or dictionary
PRB1155488sys_id instead (sever-side methods),
KB0636102 of the display the field shows the
value sys_id instead of the
display value when
viewed in a form.
Queued AMB
Asynchronous AMB messages queued
Message messages for delivery can push
Bus can push a session's waiting
session waiters transactions beyond
PRB1177878beyond the the system's allowed
'Max Waiters' maximum amount. The
threshold, result is that legitimate
resulting UI requests are ignored.
in ignored
requests
Release Project A program with null 1. Navigate to Project > Projects >
ManagementManagement sys_id is triggering Work In Progress.
creates PM corruption of all planned
PRB1026077Program with task records when 2. Filter for [Program] [is not empty]
AND [State][is][Work in Progress].
KB0647696 null sys_id project state/percent
resulting in complete is changed 3. Remove the Program reference.
mass updates
to other PM 4. Change State from Work in Progress
task types to Pending.
5. Click Update.
ConfigurationPerformance When the Service

Managementissues for Dashboard is running,
Database users running some users experience
(CMDB) the Service performance or memory
Dashboard usage issues.
PRB1249088
The fix for this
PRB adds the
glide.cmdb.health.processServiceScore
system property. If
set to false, service
health scores are not
calculated.

All Other Fixes

description
AssessmentsThe customized The scheduled job 1. Customize the scheduled job.

scheduled job 'Cancel Expired
PRB1030756is overwritten Assessments' is 2. Reactivate the
during an overwritten during an com.snc.assessment_core plugin, or
upgrade upgrade. perform an upgrade.
Notice your customizations were

overwritten.
Chat The Chat The Connect Chat 1. Impersonate a user (for example,
window does window does not open. Abel Tuter) and create a new incident.
PRB1082395not open and Conversations are not
2. Assign the incident to a different user
KB0634408 conversations displayed on the sidebar
are not for users that belong to (for example, David Loo).
displayed on the same chat group if 3. Impersonate David Loo.
the sidebar one of the user's user ID
has been changed. 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

to launch the Connect Chat window and
the connect sidebar does not show any of
the conversations/chats that the users are
part of.
Cloud VMware VMWareConfigureWindowsProbe

1. Install the CMP plugin.
Management VMWareConfigureWindowsProbe:
does not parse time
2. Order a VM.
Application Time zone zones correctly, which
getting parsed can lead to errors. 3. Try any operation on the VM which is
PRB1203162incorrectly under a policy.
when prefixed
with zero 4. Cancel the Change request.
The Operation WF is canceled.
ConfigurationThe Users are no longer

Managementedit_ci_relations able to add a new
Database ACL is not relationship. When
(CMDB) invoked for attempting to save the
the new 'CI relationship, users get
PRB1074354Relations' the error "Failed to add
formatter relationships".


description
Core Default "go to" Default semaphore 1. Go to cmdb_ci list.

Platform search operator exhaustion.
>= can be slow 2. Type foo in the top search bar for
PRB1149592on large tables Name.
Expected result: Query is "Name starts

with foo".
Actual result: Query is "Name >=foo".
Customer Anonymous Guest users are not able

Service chat is not to chat, and they receive
Managementworking a security error 'Security
restricted when invoking
PRB1184387 processor'.
Data Demo data Certification schedules Refer to the listed Known Error KB article
Certification is causing are unnecessarily rerun, for details.
certification which causes more
PRB1171743schedules to instances and tasks.
KB0639495 rerun
Demand Assessments 1. Create 2 demands.

Managementcreated for
demand does 2. Add a stakeholder for both the
PRB1159694not show demands, with assessment set to
the demand yes.
details in My 3. Screen the demand.
Assessments
and Surveys 4. Impersonate the stakeholder.
5. Navigate to My Assessments &
Surveys.
6. Check the demand cards.
The assessment does not contain demand

details.
Discovery Unable to When users try to

discover VLAN discover Cisco switches,
PRB1236541data from they see the message
Cisco switches "SNMP - Switch -
that require ForwardingTable: 0
the SNMPv3 OIDs".
context
Discovery Classification
of storage
PRB967123 switches
fails when a
namespace is
returned


description
Discovery Discovery If Discovery via schedule 1. Configure a Discovery schedule to

probes with runs a probe with use SNMPv3 only.
PRB1238084use_getbulk use_getbulk set to
set to true true and the SNMPv3 2. Add an IP to the schedule that will
disregard the credentials fail (including respond to SNMPv3 queries only.
SNMP v3 but not limited to the use 3. Add an invalid (with respect to the
only discovery case in PRB1236541), target device) SNMPv3 discovery
schedule the system cycles credential.
setting, through any community
which cause string credentials. These 4. Add an SNMP community string
unwanted string credentials include credential.
queries of the 'public' unless the 5. Add the probe parameter
target MID config parameter use_getbulk=true to the SNMP -
mid.snmp.enable_auto_public Classify probe. You can also use
is disabled, since it is a valid credential against a device
enabled by default. where the credential will fail during
When a credential is exploration due to PRB1236541.
tested, the user will see
6. Turn on debugging and/or observe
requests for 'sysDescr'
SNMP traffic in Wireshark.
made to their device(s).
7. Discover the device.
After the SNMPv3 credential fails, the

system falls back to available community
strings, including 'public'.
Event Zabbix The connectors fail while

Managementconnector accessing a null field.
fails when a
PRB1184567field (item) is
missing on the
trigger list
Event Node Count 1. Create a large CMDB with more than

Managementscheduled job 10M records.
issues a slow
PRB964096 query in the 2. Run the job.
KB0634458 isNodeLicensable()
function Note that the job takes a very long time to
complete.
Event The Event Slowness while

ManagementManagement accessing the Event
dashboard Management dashboard
PRB1194011loads very can lead to performance
slowly issues.


description
Import / REST API calls REST API calls

Export intermittently intermittently fail. This
fails due to problem only seems
PRB1245581the error: to affect one node at a
"Could not time, and has occurred
initialize class randomly after a node
com.glide.rest.service.impset.
restart on a very small
ImportSetAPIService"
number of instances.
Knowledge If only the In the Knowledge

ManagementUI15 plugin is homepage, the "Post a
enabled, 'Post a question" functionality is
PRB1235592question' does not working as expected.
not give the An injector error is
form thrown in the console.
Knowledge On the 'Ask Users can ask a

Managementquestion' page question from the
(social_qa), knowledge homepage
PRB934595 users are by clicking the button
unable to write 'Post Question'. This
in the field button will take the user
under 'Title' to the 'Ask question'
page (social_qa) where
the user can type the
question in a field below
the 'Title' field.
Knowledge KB categories When knowledge_admin 1. Login as knowledge_admin.

Managementcreated through creates a category, it is
the category not visible because it 2. Open any Knowledge article by
PRB1243937picker by does not have 'Parent navigating to Knowledge > All.
KB0661770 knowledge_admin ID'. Creating categories 3. Click on magnifying glass icon to
are not listed works for admin users. open the Category picker.
under the
intended 4. Create a new category and confirm.
knowledge
base Observe the article category is set to the
one just created, but is not listed as a
category under the associated Knowledge
Base.
Knowledge The image size 1. Import a Word document by

Managementis lost when a dragging and dropping the file to the
Word document Knowledge Homepage and following
PRB743858 is imported to
the instructions in the pop-up window.
KB0623721 the knowledge
base 2. View the article.
Note that the image size and the text

position are not correct.


description
OrchestrationUpon checkout In the activity designer, 1. Navigate to Workflow Editor >

of an SSH, if a user clicks he Custom.
PRB1169980PowerShell, checkout button of
2. Click the Plus (+) button to add a new
KB0656161 and JDBC any published SSH,
Orchestration PowerShell, or JDBC SSH activity.
activity, the Orchestration activity, 3. Fill out the form with sample data, and
command or the command or SQL publish it.
SQL statement statement field is cleared
field is cleared out. 4. Click Checkout.
out
The command field is empty.
PerformanceThe Column 1. Navigate to Performance

Analytics Chart widget Analytics > Widgets.
with the
PRB725263 'Previous period 2. Create a widget with the following
values:
KB0635733 chart' box
checked does • Type: Time Series
not render the • Visualization: Line
first and the last
• Indicator: Number of Open
bar available
Incidents
for a full year
period • Time Series: By Avg +
3. Select the Previous period chart

checkbox.
4. Navigate to Performance
Analytics > Jobs.
5. Open the job, select [PA Incident]
Daily Data Collection, and click Run.
6. Navigate back to Performance
Analytics > Dashboard.
7. Click the '+' sign on the top right
corner to add content to the
dashboard.
8. Select Performance Analytics >
Time Series.
9. Add the newly created widget to the
dashboard.
Note that the first and the last bar are not
displayed in the chart.
PerformanceDashboard Due to payload size,

Analytics fails to persist users are unable to
default values persist the user default
PRB1021144when the URL value for interactive
is lengthy filters.


description
PerformanceThe score If a scores table contains 1. Generate 3 billion scores.

Analytics migration over three billion scores,
process fails on the migration process 2. Run the PA migration process.
PRB1202996the scores table does not complete
successfully. The migration does not complete
successfully.
PerformanceTime series Formula calculation

Analytics applied on takes the value without
a formula considering the precision
PRB752173 indicator on the automated
displays indicator. On the
the formula formula, the Score tab
column with displays the scores for
the configured the formula with the
precision precision set on those
indicators, but the result
is actually based on the
actual values.
The formula is no longer
displayed on the Score
tab if a time series is
applied on the indicator.
PerformanceMigration runs 1. Create a scores table with ~100M

Analytics slow on large scores using the data generator.
Application pa_scores
tables 2. Run migration.
PRB1079651
Expected behavior: Migration is finished
within 2.5-3 hours.
Actual behavior: Migration was running
more than 4 hours.


description
Persistence Importing After importing XML, 1. Set up an instance with SQL

XML can some records may lose Gateway.
PRB1154339cause some their attachments. This
records to lose issue occurs because 2. Move sys_attachment (including
attachments importing XML updates sys_attachment_doc) to the SQL
does not follow the table Gateway.
locator. For example, if 3. Hot swap so that the instance now
attachments are stored reads and writes attachments to the
on a SQL Gateway, and Gateway.
an update set contains
new attachments to 4. Export a task or Service Catalog
be imported, those record that contains attachments from
attachments are written another instance.
to the primary database 5. Import the task or record to the
instead. instance with the Gateway.
The new attachments are missing

because they are written to the primary
database instead of the Gateway.
Reporting Dashboards do 1. Create a dashboard.

not load when
PRB1156054the dashboard 2. Create a dashboard group with
has a group special characters.
with special 3. Open the dashboard.
characters
You will see the error: "The entity name
must immediately follow the '&' in the
entity reference."
Reporting Accessing a Accessing the results

public report of a public report from
PRB1204046of the type list the type list causes
KB0656974 deletes the the default record from
default record the sys_ui_list table
of the report to be deleted. Any list
table from layout configured by
sys_ui_list, the administrator is lost.
causing the In addition, a record is
default list for a created by the guest
table to revert user on the sys_ui_list
to its system- table with an empty View
generated field.
version
Risk Risk SLEs Risk calculation does

Managementand ALEs not work if the instance
currency should default currency is
PRB1155186be always different from the default
consistent USD.


description
Security Users without In Customer Service 1. Create a new user with the
the snc_internal Management, users snc_external role.
PRB1041779role are unable who do not have the
2. Navigate to /csm.
KB0623167 to Export PDF, snc_internal role are
Excel, and unable to Export PDF, 3. Go to the Support tab.
CSV files on Excel, and CSV files.
Customer 4. Click Orders.
Service 5. Navigate to the context menu icon in
Management the top left corner of the Orders table
and choose Export to Excel.
The message "You are not authorized" is

displayed.
Service Load balancer When discovering load 1. Discover a load balancer that is
Mapping discovery not balancers, previous configured with some number of
setting status related data and their services, pools, pool members,
PRB832300 of non-existent relationships are deleted VLANs, or interfaces. For more
KB0622454 services, pools, if they are not found information, see Data collected by
and the like to by the most recent Discovery on load balancers.
Absent discovery. If data is not
found again, Discovery 2. Perform either of these operations to
should the status as modify the data:
Absent in the CMDB • Update the load balancer itself and
instead of deleting it. then rediscover it.
• Remove data from the applicable
exploration probe's previous
payload (for example, 'SNMP - F5
BIG-IP - System') and then rerun
the appropriate sensor.
Instead of marking the missing data as

Absent and retaining its relationships,
note that the previously discovered load
balancer services not in the current
payload have been deleted from the
CMDB, along with all of its relationships
(for example, to the parent load balancer).


description
Service Service Many of the UNIX

Mapping Mapping issue servers are sending
with additional one or two consecutive
PRB1168109prompt prompts when trying
to log in using SSH.
The Service Mapping
SSH engine is unable
to address consecutive
prompts. As a result,
all Service Mapping
attempts to discover
applications on those
servers fail.
Survey ServicePortalSurvey
Unauthenticated users
Managementprocessor are not able to submit
needs to have the survey and receive
PRB1097408a 'public' role an error message.
assigned to it
System Setting Setting 1. Navigate to sys_properties.list.

Applications glide.ui.escape_text
glide.ui.escape_text
property to property to false, 2. Set the glide.ui.escape_text property
PRB880157 false, displays displays the message to false.
KB0623892 the message 'The entity name 3. Navigate to System Applications >
'The entity must immediately Applications from the left navigation
name must follow the '&' in the pane.
immediately entity reference.' on
follow the '&' applications page
in the entity Notice that the message is displayed
reference.' on on the page: "The entity name must
applications immediately follow the '&' in the entity
page reference."
UI Remove
Componentscom.glide.k15_demo
and
PRB1241110com.glide.service-
portal.k16
plugins
UI Retina icons After an upgrade from

Componentsmay be cached Helsinki to Istanbul, the
even though browser may continue
PRB1199371the file content to use previously
changes after cached icons instead of
upgrading from downloading new ones.
Helsinki to This causes items in the
Istanbul UI to display the wrong
icon.


description
Usage Error messages These errors appear

Analytics "UA: Could not while doing inserts,
find app attrs updates, or deletes on
PRB1179510for app" tables that begin with the
prefix u_.
Usage Compliance Navigating to

Analytics report 'Compliance Overview'
'Application and the third report
PRB1238204Use Without 'Application Use
a Purchased Without a Purchased
Subscription' Subscription' shows no
shows no data data or incomplete data/
or incorrect count.
data
Vendor Get Stock The Yahoo Finance

ManagementQuote UI action API was discontinued
in Vendor by Yahoo, and the UI
PRB1237970Performance
action Get Stock Quote
returns 'N/A' for does not return the
stock_price stock price. Instead, ’N/
A’ is displayed in the
‘stock_price' field.
The fix for this PRB
deactivates the Get
Stock Quote UI action,
which will leave the
'stock_price' field blank.
Other Istanbul Patch 11 information
Explicit roles • Content Management System site access is also

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 the Read 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 the Read Roles field
on Pages (content_page) if the field is empty.
• Effective with Istanbul Patch 11: For all

existing Processor [sys_processor] records
or newly created Processor [sys_processor]
records with Type=script, the snc_internal role

is automatically added to the Roles field if the

field is empty.
Fixes included with Istanbul Patch 11
* Unless any exceptions are noted, you can safely upgrade to this release version from any of the versions
listed below. These prior versions contain PRB fixes that are also included with this release. Be sure to
upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.
• Istanbul Patch 10c
• Istanbul Patch 10b
• Istanbul Patch 10a Hot Fix 1 on page 100
• Istanbul Patch 10a
• Istanbul Patch 10 on page 102
• Istanbul Patch 9a Hot Fix 1 on page 126
Note: PRB887875, which is in Istanbul Patch 6, is not included in Istanbul Patch 7 or later
releases.
• Istanbul Patch 5 Hot Fix 6 on page 240
• Istanbul security and notable fixes on page 352
• All other Istanbul fixes on page 417
Istanbul Patch 10a Hot Fix 1

The Istanbul Patch 10a Hot Fix 1 release contains fixes to the following problems.
For Istanbul Patch 10a Hot Fix 1: Build date: 01-30-2018_1149

Build tag: glide-istanbul-09-23-2016__patch10a-
hotfix1-01-29-2018

Fixed problem in Istanbul Patch 10a Hot Fix 1
Problem Short description Description Steps to reproduce
Discovery Unable to When users try to discover

discover VLAN Cisco switches, they see
PRB1236541 data from Cisco the message "SNMP -
switches that Switch - ForwardingTable:
require the 0 OIDs".
SNMPv3 context
Discovery Discovery If Discovery (via schedule) 1. Configure a Discovery schedule

probes with runs a probe with to use SNMPv3 only.
PRB1238084 use_getbulk set use_getbulk set to true and
to true disregard the SNMPv3 credential(s) 2. Add an IP to the schedule that
the SNMP v3 fail (including but not will respond to SNMPv3 queries
only discovery limited to the use case only.
schedule setting, in PRB1236541), the 3. Add an invalid (with respect
which cause system cycles through to the target device) SNMPv3
unwanted queries any community string discovery credential.
of the target credentials. These string
credentials include 4. Add an SNMP community string
'public' unless the credential.
MID config parameter 5. Add the probe parameter
mid.snmp.enable_auto_public use_getbulk=true to the SNMP
is disabled, since it is - Classify probe. You can also
enabled by default. When use a valid credential against
a credential is tested, the a device where the credential
user will see requests for will fail during exploration due to
'sysDescr' made to their PRB1236541.
device(s).
6. Turn on debugging and/
or observe SNMP traffic in
Wireshark.
7. Discover the device.
After the SNMPv3 credential fails,

the system falls back to available
community strings, including 'public'.
Fixes included with Istanbul Patch 10a Hot Fix 1

releases.
Istanbul Patch 10
Istanbul Patch 10 was released on October 25, Build date: 10-13-2017_1804

istanbul-09-23-2016__patch10-10-11-2017
ServiceNow platform. We recommend that customers upgrade to this release for the most secure and up-
to-date ServiceNow features. For more details on security problems fixed in Istanbul Patch 10, refer to
KB0635465.
Notable fixes
significant fixes.


description
Lists In List v2, a When the value is 1. Navigate to sys_properties.list in List

tooltip with the too long to display v2.
PRB944713 full text does completely in the cell,
2. In the Description column, point to a
KB0634968 not appear an ellipsis is used to
as expected signify that the value value that ends with ...
when users is truncated. When
hover over a users point to the value, A tooltip that contains the full value is
truncated cell a tooltip with the full expected to appear, but nothing happens.
value should appear.
However, no tooltip
appears in List v2.
Persistence Trying to group If users try to group by a Refer to the listed Known Error KB article
by a field with field with a name longer for details.
PRB635272 a column name than 30 characters, the
KB0598290 longer than labels show as "empty"
30 characters even though the results
results in under the group are
the label of correct.
the group
displaying
"empty"


description
Lists Unable to see 1. Navigate to Incident > Open and

tags data when select an incident.
PRB689217 the tags column
2. In the header, click the More options
KB0621139 is added to a
report (...) icon and select Add Tag.
3. Type text in the Add tag field and
press Enter.
Note the incident number.
4. Navigate to Reports > View/Run and
click Create a report.
5. Create a report with the following
values:
• 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 of

report chart, and click Next again to
choose the columns to display.
7. Use the slushbucket to add the Tags
field to anywhere but the first column
in the report and click OK.
8. Click Run to run the report.
Note that the Tags column is blank despite

the text added to create a tag.
Forms and The 'Edit tag' 1. Switch to the UI15 interface.

Fields icon on the
incident form is 2. Open any incident records.
PRB1082285
visible but does 3. Click the 'Edit tag' icon on the
KB0636090 not work navigation bar.
Expected behavior: An input box should

appear to insert a new tag.
Actual behavior: The 'Edit tag' button is not
responsive when clicked.


description
Forms and Reference 1. Make sure glide.ui.escape_text is set

Fields fields with & to false.
in their display
PRB748992 value show as 2. Clear the cache, log out, and log in to
verify.
KB0622856 & when
glide.ui.escape_text 3. Create a group called A & B.
is false
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.
All Other Fixes
Problem Affected Short Description Steps to reproduce

plugins description
Activity Building Multiple users accessing

Stream history a record at the same
sets can time can cause
PRB1039322 result in a performance issues
mutex lock because history sets
and cause are not allowed to
performance build concurrently.
issues Transactions get stuck
while the first transaction
builds the history set,
which sometimes leads
to the semaphore
exhaustion on all nodes.


plugins description
Audit GRC: In the Audit Install the following plugins

Audit
Management Management
• com.snc.governance
Management
application,
PRB1109637 the • com.sn_audit
Generate
Control Steps to reproduce
Tests 1. Navigate to Audit >
button does Engagements > All
not work Engagements.
in Istanbul
and Jakarta 2. Open any record.
but works 3. Navigate to the related list "Test
in Helsinki plans".
4. Among the boxes right next to the
"i" icon, check four of them.
5. Click Generate Control Test.
Despite the message "Control tests

have been generated", no records
are generated in the related list "Audit
Task".
Cloud Two By default, both the

Management scheduled job 'Global: Clear
Application jobs terminated/stale cloud
created by resources' and the
PRB1161966 the Cloud global.cloud.resource.delete_toggle
KB0635476 Management property to activate
plugin may the job are set to
delete data inactive. When the job
unintentionallyis executed, it deletes
data incorrectly. The job
is designed to delete old
cloud configuration items
(CIs), but it also deletes
CIs from the application
and service tables.
The job 'Azure: Clear
terminated/stale cloud
resources' is also
disabled by default.
When the job is
executed, it deletes the
CI resources under the
Azure scope only.


plugins description
Condition Unable The 'and' button to the Refer to the listed Known Error KB
Builder to add an right of a filter condition article for details.
'and' filter does not work. An error
PRB994630 condition is thrown: Uncaught
KB0634466 in related TypeError: Cannot read
lists and property 'filterObject' of
catalog list null addConditionSpec.
collectors
Configuration
Configuration Customer- Several records, with the
Management
Management updated update_synch attribute
Database(CMDB) records set to true, fail to set the
(CMDB) in the sys_customer_update
cmdb_health_scorecard_threshold
field to true on the
PRB1167873 table are sys_metadata table.
overwritten The records show
in upgrades as being updated
by users, but the
sys_customer_update
field does not get set as
expected.
Configuration The The new CI Formatter

Management relationships does not work as
Database do not expected. User-added
(CMDB) show after new relationships are
CIs are shown intermittently.
PRB1202122 added
using
the new
formatter
Configuration
Configuration The tree The tree view of related
Management
Management view does items in a CI is broken
Database (CMDB) not display when 'Filter Relations By
(CMDB) the correct Max Level' is set to 1.
relationship
PRB878733
Configuration
Configuration Metric In the CMDB health
Management
Management names dashboard, metric
Database (CMDB) are not names (Completeness/
(CMDB) translated Compliance/
Correctness) are not
PRB964340 translated.


plugins description
Core In the list In the list view, values

Platform view, the for the journal input field
journal are not visible, but the
PRB1113195 input field work notes values can
does not be seen.
show
values
on tables
extended
from the
sn_sm_finance_request
table
Core GlideAggregate
In reporting, legend
Platform returns the labels and data labels
incorrect display the variable
PRB610822 display choice values instead
value for of the display value.
Service For example, 'Storage'
Catalog is shown as 'sixtyfour'
variable instead of '64 GB'.
fields
Core When 1. Navigate to /

Platform grouping by change_request_list.do.
state on the
PRB749267 change_request 2. On the state column header, right
table, the click Group By > State.
result often
returns Some states show as integers instead
an integer of string values.
instead of
the state
value
Core The When users filter the

Platform exported records with 'contains',
report does starts with', or 'ends
PRB899921 not contain with', and export them
the same to a CSV file, they get
records that a report with incorrect
are visible data.
in the list
view
Core Default GlideRecord extended

Platform semaphore fields leak memory when
exhausted used in a scope.
PRB965846


plugins description
Customer Duplicate An issue occurs when 1. Activate the Customer Service

Service index creating a customer Management plugin.
Management issue on account and many
account_codeaccounts (by a running 2. Generate a CVS or XLS file with
PRB1026026 import) at the same many records.
time. An error message The import should run for 5-10
is displayed about a minutes.
duplicate index on
account_code. Two 3. While the import runs, create
transactions happening an account through the UI or a
at the same time can background script.
fetch the same account
code, and thus one will
have an issue when it is
saved.
Customer Users are 1. Log into the CSM portal as a

Service unable customer.
Management to attach
documents 2. Click the chat icon.
PRB1163453 through the 3. Connect with an Agent.
live chat
4. Click the attachment link and
upload any document.
The attachment is not uploaded

successfully.
Customer An upgrade If an instance has the 1. Activate the CSM Demo Data
Service to a newer CSM demo Data plugin plugin.
Management version activated and has
brings back removed the demo data 2. Remove the demo data and
PRB967378 demo data manually, an upgrade to delete the records manually.
KB0634950 for the a newer version brings 3. Upgrade the instance to a newer
Customer back the demo data that version.
Service was deleted.
Management
Demo Data The demo data is brought back to the
plugin instance.
Data Data When users select

Certification certification many certification
performs tasks, the browser does
PRB702064 slowly not respond and they
when cannot see any progress
a task indicator.
contains
many
records that
need to be
certified.


plugins description
Domain Domain The

Support Separation com.glide.domain.msp_extensions
(com.glide.domain.msp_extensions)
plugin includes the
PRB1068290 installs install_project_management
Project glidefix script.
Management
v3 This script checks to
see if either Project
Management v2 or
Project Management
v3 is already installed.
If neither is installed,
it will install Project
Management v3.
Domain The domain The domain plugin

Support plugin should not be installed
should as a dependency
PRB1171334 not be of another plugin.
activated The attribute
as a allowed_as_dependency
dependency needs to be set to false.
of any other
plugin
Edge Updating to Through the Edge proxy,

Encryption a report list users are unable to
view fails update to a report list
PRB1041562 if the filter view if the filter contains
contains a "<" indication. An error
a '<' occurs in the node log:
indication The value of attribute
'query' associated
with an element type
'record_update' must not
contain the '<' character.
Edge When MID When MID Servers

Encryption Server is are configured to route
connected through Edge Encryption
PRB1106450 through proxy, the MID Servers
Edge stop sending XML
Encryption payloads back to the
proxy, MID instance.
Server
no longer
communicates
with the
instance
when an
Encryption
pattern is
active


plugins description
Edge From 1. Create the encryption

Encryption proxy, data configuration for the
is getting incident.shortdescription.
PRB1151421 saved as
& 2. Navigate to the incident table.
when users 3. Enter & <> in the short description
enter & column from list view.
from the list
view
It gets translated to & <>.
Edge Edge After a network outage,

Encryption proxies fail the Edge Encryption
to recover proxy server fails to
PRB1155624 from recover. The instance
network marks that proxy as
outages, unresponsive during the
exceeding outage and online after
the the outage. However,
exchange users still cannot access
queue size the instance from that
and never proxy. 502 errors are
catching up thrown from the client
to it once side for requests going
the network through the proxy. In
recovers the proxy server log,
the following error is
thrown: Max queue
size 1024 exceeded by
HttpRequest.
Email Processing Emails with large

emails attachments take a long
PRB742904 with large time to process. The
attachments email reader job can be
is slow stuck/running for more
than 2 hours.
Event The Event When the Chrome Refer to the listed Known Error KB
Management Management browser is upgraded article for details.
dashboard to version 61.0.3163,
PRB1175385 and the the Event Management
KB0639200 Service dashboard and the
Mapping Service Mapping map
map are are redirected to the
redirected home page.
to the home
page


plugins description
Financial Financial Budget Under Financial Planning 1. Activate the Financial

ManagementManagementConsole: > Budget Planning > Management plugin
Budget Console > Plans, the (com.snc.financial_management).
PRB1072750 Amount Budget Amount column
column under Budget Plans 2. Navigate to Financial Planning >
under only shows 'Operational Budget Planning > Console.
'Budget Budgeted Amount'. In 3. Click Plans and open any plan.
Plans' only addition, it does not
shows include the 'Capital
'Operational Budgeted Amount'. The 'Budget Amount' column only
Budgeted shows 'Operational Budgeted Amount',
Amount' and it does not include the 'Capital
and does Budgeted Amount'.
not include
the 'Capital
Budgeted
Amount'
Financial Cost The cost allocation 1. Navigate to a Cost Model

Management allocation engine does not produce definition.
data is all general ledger (GL)
PRB1112746 incorrect in expense lines. 2. Add segments to GL expense
Jakarta lines.
3. Allocate a few split buckets to the
segment.
4. Trigger the allocation engine,
which generates the GL expense
lines for the selected segments.
The allocation engine does not

generate all allocation lines.
Financial Financial The ITFM In the ITFM workbench,

ManagementManagementworkbench clicking a bucket within
runs slowly a high-level segment
PRB1185739 during causes the browser to
allocations timeout and not load the
after an popup window.
upgrade
Governance, Users lost Enabling the GRC: Audit

Risk the read Management plugin
and access prevents users without
Compliance to the the "sn_grc_manager"
cmdb_ci_services
role to read data from the
PRB1164849 table cmdb_ci_services table.


plugins description
Human Notification When users change

Resources recipients the recipient to be a
Service do not work dot-walked value in the
Management when using Users field, emails can
dot-walked no longer be sent. An
PRB1042630 fields error is thrown in the
logs.
Human Human Using the 1. Activate Human Resources:

Resources'HRI My
Resources Service Portal.
Service Scoped Information'
App: widget in 2. Log in as user Abel Tuter.
Management
Service a size 3 3. Change the email address
PRB1111348
Portal container to something long, like
does not abel.tuter@adfasdfasfdexample.com.
wrap word
properly 4. Navigate to SP designer and
create a page.
5. Use any container that utilizes
size 3.
6. Place the HRI My Information
widget into any of the containers.
7. Test the page.
Expected behavior: Text should wrap

properly.
Actual behavior: Text extends the
container border.
Human Human HR tasks When an HR task

Resources
Resources event is not is closed, the
Service Scoped functioning HR task event
App:
Management properly sn_hr_core_task.allClosed
Core is triggered, but the
PRB1117288 notification "HR All Tasks
Closed" is not.
Human Human HR Service 1. Set glide.connect.enabled and

ResourcesPortal still
Resources glide.connect.support.enabled to
Service Scoped displays the false.
App:
Management 'Chat with
Service HR' header 2. Navigate to the HR Portal.
PRB1179677
Portal menu item Note that the "Chat with HR
even if the Portal" icon is displayed.
Connect
Support is 3. Click the icon.
disabled
The message "The administrator
has restricted access to Connect." is
displayed.


plugins description
Human Users are In the HR Service Portal,

Resources unable to users are unable to
Service acknowledge acknowledge a policy if
Management a policy their password contains
if their a "#". An alert "Password
PRB1196562 password is Incorrect!" is thrown.
contains a
"#"
Human Performance Assignment Assignment rules are

Analytics rules are
Resources changed incorrectly,
Service - changed resulting in new cases
Content incorrectly
Management being assigned to groups
Pack - and thus that are supposed
PRB738765
Human cases are to be inactive. Users
Resourcesassigned have to deactivate
Scoped to wrong assignment groups and
App, groups edit assignment rules
Human manually.
Resources
Scoped
App:
Workday
Integration,
Human
Resources
Scoped
App:
Core,
Human
Resources
Scoped
App:
Service
Portal
Import/ LDAP LDAP error code 1. Open an instance that has LDAP
Export AuthenticationException
messages are not authentication set up.
errors captured in the syslog
PRB713566 are not table. 2. Navigate to
captured in <yourinstancename>.service-
KB0598208
system logs now.com/login.do.
3. Enter a username and an
incorrect password.
4. Check the LDAP logs.
Note that the LDAP: error code 49

message is not displayed.


plugins description
Incident Incident Cleanup of A business rule was Refer to the listed Known Error KB
Management resolved/ introduced to clean up article for details.
closed- the resolved/closed-
PRB1184650 related related fields when the
KB0636123 fields incident state changes
causes and the new state is not
data resolved or closed. This
loss for business rule relies on
users who the Resolved Closed
customized and Canceled incident
the incident states to specify under
state which conditions the
business rule should run.
However, if the customer
customized the incident
states, the rule will be
triggered unexpectedly,
cleaning up the resolved/
closed-related fields
when it should not.
KnowledgeThe ESS
Knowledge Knowledge article
Management
Management knowledge content can be truncated
V3 portal has because users cannot
PRB1081985 only 20 resize the content block
categories based on the page that is
displayed loaded.
com.snc.knowledge3,
Knowledge Allow all 1. Ensure that the following plugins
I18N:
Management forms of are active:
Knowledgesearch
PRB1173149
Management to return • I18N: Internationalization
Internationalization
KB0635855 knowledge • I18N: Brazilian Portuguese
Plugin articles Translations
v2 irrespective
of language 2. Create an article with the word
as long as "SSH" in English.
there is a 3. Create an article with word "SSH"
keyword in Brazil.
match
in that 4. Search for "SSH" to find articles
language that relate to SSH.
Note that the search does not return

both Brazilian and English articles.


plugins description
KnowledgeWhen High
Knowledge 1. Navigate to Knowledge >
Management
Management Security Homepage.
V3 Settings is
PRB1086603 not active, 2. Select Import.
KB0639328 the import 3. Click the link + To select word
on the files.
knowledge
home does
not take in The pop-up window to choose word
any input files for import is not shown.
MID Discovery This issue occurs Refer to the listed Known Error KB
Server attempts for users who have article for details.
to use a CyberArk SSH
PRB1152720 private key Private Key discovery
KB0635246 strings for credential. The MID
password Server sends it to SSH
authenticationdevices which do not
support SSH private key
authentication, and it is
also sent to SSH devices
which support private
key authentication,
even though the key
is incorrect for that
device. If the device
supports password or
keyboard-interactive
SSH authentication, the
MID Server incorrectly
attempts to authenticate
while using the private
key string as the
password.
MID MID After running many CIM

Server Server CIM discoveries, CIM threads
threads are on the MID Server can
PRB961706 cancelled get cancelled. Additional
upon CIM discoveries lead to
Apache more thread creations
HTTP and more threads that
CimIQL are cancelled. The MID
shutdown Server eventually needs
to be restarted.


plugins description
NotifyNowNotify The kick 1. Create a conference call with

action in more than 2 users.
PRB1151223 Notify/
Twilio does 2. Use the 'kick' option to remove a
not log the participant.
participant's
duration The participant is removed from
after the conference but the participant's
removing duration on the conference call is not
them logged.
from the
conference
call
Orchestration Published When the custom 1. Create an update set.

activities workflow activity is
PRB1095142 moved published more than 2. Create an activity, publish it,
through once and transferred check out again, and publish.
KB0635660
an update through the update set, 3. Close update set, moved it to
set do not the activity does not another instance, and commit.
show up on show up in the workflow
the activity editor because the
designer/ publish field is set to The activity does not show up in the
workflow "false". workflow editor's custom tab.
editor
Patching Operating
system
PRB678196 (OS)
patching
sometimes
exposes
LVM config
problems
and makes
the storage
volume
unavailable
to OS
Performance Migration Migration is not running,

Analytics does not and keeps printing
Application start and messages "One of data
keeps collector, collection
PRB1031562 printing cleaner or scoresheet
warning edit is running, migration
messages job will check after
5 minutes" every 5
minutes.


plugins description
Performance Dashboard Dashboard breaks Refer to the listed Known Error KB

Analytics breaks on on loading with a article for details.
loading with browser console error:
PRB1094659 a browser "TypeError: SNC.canvas
KB0623802 console is undefined" when
error user returns as
NULL based on a
pa_dashboards_permissions
record.
Performance High Memory is not cleared

Analytics memory when users open tabs
usage on in dashboards using the
PRB1101017 the browser Chrome browser.
side
Performance In Internet In Internet Explorer Time series widget

Analytics Explorer 11, time series values
11, parts lower than 0 disappear. 1. Create a time series widget.
PRB713664 of time Additionally, resizing 2. For the indicator displayed in
KB0598061 series and a breakdown widget the widget, set the scores to
breakdown causes blank spaces to 1,0,1,0,1,0,0.
widgets do appear.
not render 3. Add the widget to a dashboard
properly and view the dashboard in
Internet Explorer 11.
The 0 values do not render
correctly.
Breakdown widget
1. Create a breakdown widget with
the Stacked Column visualization.
2. Add the widget to a dashboard
and view the dashboard in
Internet Explorer 11.
3. Hide the left-side application
navigator panel.
Note the blank spaces added to the

chart.
Performance Display Charts render a few

Analytics problem millimeters above the
with the bar axis line.
PRB759126 graphs
Persistence Rollback
does not
PRB1166647 remove
sys_documentation
records


plugins description
Persistence Adding
an index
PRB964743 (sys_domain_path,
sys_id)
should be
ignored if
an index
(sys_domain_path)
already
exists
Project The When a property

Management planning glide.invalid_query.returns_no_rows
console is created and the value
PRB818202 breaks if is set to 'true', the project
the value planning console does
for the not open.
property
glide.invalid_query.returns_no_rows
is set to
true
ReportingSystem PDF export Exporting a report to Refer to the listed Known Error KB
Import can cause PDF can cause an out article for details.
PRB923321Sets out of of memory issue when
KB0622144 memory the PDF has many
within OOB rows. This is often in
constraints combination with large
for rows text columns. When
and this problem occurs, the
columns base system constraints
(glide.pdf.max_rows,
that are handled by
glide.pdf.max_columns)
the following system
properties have not been
changed:
• glide.pdf.max_rows
• glide.pdf.max_columns
Reporting Drilldown 1. Navigate to Report > Create

to list is new.
PRB924759 broken for
Speedometer 2. Create a report on the Incident
KB0622734
and Dial table using the speedometer
report types report type.
when a 3. Click Save to generate the report.
table is
used as 4. Click a data point to drill down to
the report the list view.
source
Instead of displaying a list of related
information, no list is displayed.


plugins description
Service If a catalog When the price of

Catalog: item a catalog item is a
Service contains multiple-choice variable,
Portal a select the price is always the
Widgets box with last option in the choices
recurring defined.
PRB1167087 prices, the
selection
change
does not
reflect the
correct
price in
Service
Portal
Service Order is not Attaching a record Refer to the listed Known Error KB
Catalog properly set producer with a article for details.
for variable variable set to an
PRB732841 sets when order guide does
KB0636085 applied to not set the expected
an order order for variables.
guide in This inconsistency
a record is displayed in
producer question_answer and
when viewing the
variables through the
variable editor.
Service Service Service Service Management

Management
Management Management templates associated
Designer Core template to a record producer's
does not model do not seem to
PRB719226 apply to be applying to HR cases
records that are completed via
produced the Service Portal.
via the
Service
Portal
Service Nslookup The expected result is

Mapping on creating a connection for
Windows each of the DNS cluster's
PRB942988 machine endpoints (4 in total). But
may return the MID Server does not
unpredictablecreate these connections
results properly, due to the
in case format of the response
of DNS that is returned from
cluster the nslookup command
(this CI is on Windows
Server).


plugins description
ServiceNow Issue with After an app is uploaded,

Store UTF-8 the app title shows up
Site support to as '???' if it contains
upload files Japanese characters.
PRB1109494
Service The The options section

Portal choices of the 'Ticket Fields'
list results widget does not show
PRB1031519 are not the translated version of
translated the text for the select box
choices.
Service The API The API

Portal getKBCategoryArticles
getKBCategoryArticles
no longer to list KB categories
PRB1159656 works in is not available and
widgets users should use
getKBCategoryArticleSummaries.
Service html_templateOn normal MySQL

Portal and script instances, the scripts
fields work as expected.
PRB1160001 with 4000 However, on Oracle,
character users experience
limit problems from time to
truncate time with OOB scripts
OOB to be longer than 4000
data that characters on a 4000
exceeds characters field. The
that length scripts are cut in half and
in Oracle do not work.
Service Service When Branding editor is

Portal Portal users stuck loading until the
Configuration
cannot transaction times out,
PRB756693
Pages delete then the branding editor
attachments, appears.
branding
editor
gets stuck
loading
Service Due to the In the search results

Portal sp_ng_template
page, the results are
script limit showing code snippets
PRB922854 in Oracle for the article metadata.
instances,
larger
templates
code gets
truncated


plugins description
Survey Service When a 1. Assign the survey "Helpdesk

Portal
Management survey Satisfaction Survey" to a user.
Surveys question is
PRB1072919 answered 2. Get the survey URL from
in the assessment created and
Japanese, impersonate that user to take the
the survey.
characters 3. Take the survey and enter the text
are getting in Japanese on the string field.
converted For example:
to some
incorrect '##########################
values #############'
4. Submit the survey and open the
completed assessment instance
record as an admin user.
5. Click the related link to user's
response.
The text is broken for the question

"Tell us what you think about IT and
what you want or need."
System Slush Users are intermittently

Applications bucket unable to add items
does not from the 'Available' to
PRB715040 work as 'Selected' columns in
expected slushbuckets.
UI TinyMCE Two The TinyMCE Editor is

HTML
Components forward missing in the knowledge
Field slashes are records, which is caused
PRB711381
Editor found in the by the double slashes in
TinyMCE the TinyMCE URL.
URL


plugins description
Visual Visual Unable When viewing VTBs on 1. Navigate to Visual Task Boards.
Task Task to drag a desktop, users can
Boards, and drop 2. Open a VTB.
Boards drag and drop avatars
NG additional over cards. Doing so 3. To add users as primary and
PRB1157185
shared assignee allows users to select the additional assignees, try to drag
components
on VTB primary or an additional and drop more than one user onto
cards on drop zone. the task card.
mobile
devices However, if the VTB
is viewed on UI16 on The user is unable to drag and drop
a mobile device (iPad additional assignees. On mobile, users
or mobile phone), then are only able to drag and drop for the
the option to drag primary assignee.
avatars to the primary
or additional drop zone
is not available. Users
are always set as the
primary.
Vulnerability
Vulnerability Vulnerability The Vulnerability
ResponseResponse Response Response plugin
plugin activation fails and gets
PRB1037254 activation stuck on the screen.
does not This is caused by the
complete failure of the index
due to an creation (on table:
error on sn_vul_vulnerable_item,
the index field: vulnerability).
creation
Vulnerability
Vulnerability Vulnerability 1. Load a system with Vulnerabilities
Response Response Groups and Vulnerable Items.
with a filter
PRB1086049 type of 2. Test the performance of an import
'Condition' of a known size.
or 'Filter 3. Create several Vulnerability
Group' Groups with a filter type that is not
may cause Vulnerability.
Vulnerability
Inserts and 4. Retest the import's performance.
Updates to
slow down
exponentially


plugins description
Vulnerability
Vulnerability Vulnerability 1. In IE, navigate to the Vulnerability
Response Response item Item.
'desired_state'
PRB1110416 is 2. Click Close/Ignore.
undefined 3. Fill out the state as 'Fixed'.
in Internet
Explorer, 4. Select the 'Fixed' substate.
but works
fine in Expected behavior: Two radio buttons
Chrome should appear under the substate field
and users should be able to choose a
closing option.
Actual behavior: Radio buttons do not
appear on the form and an error is
displayed in the console. However, it
works fine in Chrome.
Vulnerability
Vulnerability Qualys
Response Response, Appliance
Qualys Import
PRB1145325
Vulnerability
ignores
Integration new
records and
matches
the
incorrect
CI when
multiple
IPs are
involved
Workflow Generate The 'generate tasks

tasks activity' does not work as
PRB1103857 activity expected in normal and
is not standard workflows. The
working as activity does not work
expected unless a user deleted
and adds the activity
again.
Workflow Generate
activity
PRB1156991 does not
generate
approvals
from the
Approval
Coordinator
activity


plugins description
Workflow The original The original script

fix script queried for the records
PRB1166312 fails to with a CONTAINS "|",
remove which results in any
"|" pipes CONTAINS "|" query to
from the fail. No rows get returned
workflow and the pipes are not
sequence removed.
fields
Workflow Variables In the Workflow Editor,

on the The variables in the
PRB710730 Catalog 'Variables on Task Form'
task activity slushbuckets on the
are not Catalog task activity is
sorted in not sorted by the variable
alphabetical name.
order
Thus, users cannot find
a variable if the number
of variables in the list is
long.
Workflow The Stage wf_stage has a

field is domain_master
PRB957885 empty in attribute pointing to
the list wf_workflow_version.
view with For different domain
domain users, they see an
separation empty stage in the
enabled activity_stage field on the
workflow version.
releases.


Istanbul Patch 9a Hot Fix 1

The Istanbul Patch 9a Hot Fix 1 release contains fixes to the following problems.
For Istanbul Patch 9a Hot Fix 1: Build date: 10-26-2017_1109

Build tag: glide-istanbul-09-23-2016__patch9a-
hotfix1-10-24-2017
Fixed problem in Istanbul Patch 9a Hot Fix 1
Problem Short description Description
Event Management The dashboard state (BS/Group) The dashboard state (BS/Group) is
should be consistent for a user reset every time the dashboard is
PRB903167 open.
Event Management The Event Management dashboard Slowness while accessing the
loads very slowly Event Management dashboard can
PRB1194011 lead to performance issues.
Fixes included with Istanbul Patch 9a Hot Fix 1
releases.


Istanbul Patch 9
Istanbul Patch 9 was released on August 31, Build date: 08-28-2017_0947

istanbul-09-23-2016__patch9-08-15-2017
ServiceNow platform. We recommend that customers upgrade to this release for the most secure and
up-to-date ServiceNow features. For more details on security problems fixed in Istanbul Patch 9, refer to
KB0623814.
Notable fixes
significant fixes.


description
Persistence A specific During a database

StackOverflowError
query, a specific
PRB1100441during a query StackOverflowError can
can leave a lead to incorrect data
node in the deletion or insertion.
corrupt state Due to the unpredictable
nature of the error,
symptoms are varied
and could include any or
none of the following:
• Multiple scheduled
jobs (sys_trigger
table) are
mysteriously deleted.
• Business rule
records are
mysteriously inserted
(sys_scripts).
Workflow When a When submitting a Refer to the listed Known Error KB article
workflow request in the Service for details.
PRB1084321version Catalog or kicking off
KB0634377 contains a new workflow, the
pipes “|” in window may hang or
the sequence experience very slow
fields, the performance.
window hangs


description
Activity Line breaks Line breaks in string The following steps use the incident
Stream in multi-line type description field do activity formatter as an example.
string fields not appear in UI16.
PRB668424 are removed in 1. Open an instance and ensure that you
are using UI16.
KB0596358 activity stream
2. Navigate to Incident > All.
3. Open an incident record.
4. Click the menu icon and select
Configure > Form Layout.
5. Add the Description field.
6. Do one of the following to configure
the activity formatter and include the
Description field:
• Update the
glide.ui.incident_activity.fields
system property
• Customize the fields on the activity
formatter
7. Open a saved incident record.

8. Add the following text to the
Description 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 step
8 is presented in a single line in the
activity formatter.
10. Switch the user interface from UI16 to
UI15.
11. Open the record from step 7.
Note that the text added in step 8 is

displayed on two separate lines.


description
Import / Trying to Exporting an import 1. Navigate to Asset > Portfolios >

Export create an xlsx template and attempting Hardware Assets.
format template to save it as an Excel
PRB933291 (for update template file locally fails. 2. Right-click a column header and
choose Import.
KB0622343 operations) The import template has
fails for tables zero bytes and cannot 3. Select the Update option and click
containing a be opened. Create Excel template.
currency output
field Wait for the export to complete.
4. Click Download and save the file
locally.
5. Try to open the xlsx file.
The file size shows Zero bytes and an

error message appears.
UI g_form.isReadOnly Refer to the listed Known Error KB article

Componentsdoes not work for details.
for most fields
PRB689175 when marked
PRB1057848read-only on
their dictionary
KB0622815 record
All Other Fixes

description
ApplicationUnable to In the UI16 application 1. In the UI16 application navigator,

Navigator favorite an navigator, users can add select the all applications tab.
Application in applications or modules to
PRB1066383 the navigator their favorites by pointing to 2. Point to an application, such as Self-
in Istanbul the application and selecting Service, and click the star icon that
KB0623743
Patch 7 the star icon that appears. appears.
This functionality does not
work at the application level. The star does not fill in but remains visible.
When you open the favorites tab, the
application is not included in the list.


description
Archiving Archive rule The archival plugin allows

on a table only one archive rule per
PRB868529 hierarchy table hierarchy. When an
does not archive rule is defined on a
archive parent table in a hierarchy
the related to archive/delete related
records of records, the archival will
children in only archive records in the
the hierarchy parent and child tables in
the hierarchy. It will not
archive/delete the related
records of child tables.
Audit Printing Printing an audit-enabled

History an audit- table throws UI error
enabled message at the bottom
PRB719751
table throws of the page: "Illegal
error "Illegal access to method
access to getSpecialED() in class
method com.glide.audit.AuditRecord".
getSpecialED()
in class
com.glide.audit.AuditRecord"
AutomatedATF record 1. Create a new test.

Test validation
2. Add a test step Record Validation for
Frameworktest step
fails for Date the table alm_hardware. Alternatively,
PRB1085196
fields use any table that has a Date (not
Date/Time) field. The record should be
any that matches the Date value. For
example, use a record whose Retired
date is 2017-08-09.
3. Submit and run the test.
Validation should work for the Date field,

but validation fails with errors.


description
Cloud Azure Alert Microsoft has released

Management implementationa new version of their
Applicationneeds to get alert mechanism, and the
updated due current alert mechanism
PRB1151544 to Microsoft will no longer be supported
changes starting on October 1,
2017. This affects Cloud
customers who are using
the com.sn_azure plugin
with Azure Alerts turned on.
The Azure Alert mechanism
syncs the status of CMDB
Azure cloud CI's with the
actual CI in the cloud.
For example, a user runs
discovery against Azure
when one VM in the 'On'
state. However, before the
next discovery is run, the
VM goes down or someone
turns the VM off. Since
discoveries do not occur
continuously, Azure Alerts
immediately provide the
new VM status and keep
the CMDB in sync with the
actual cloud CI.
In order to continue
receiving Azure alerts from
Microsoft, users need the fix
for this PRB.
"Model
Configuration The error should appear
Managementtoo big" without causing computation
Database exception to fail.
(CMDB) in Service
Model on
PRB743045 svc_model_obj_element
is breaking
the whole
service
computation


description
Core A report When a report includes

Platform exported to the 'watch list contains'
PDF that filter and it is exported to
PRB713495includes the PDF, the sys_id of watch
'watch list list members is displayed
contains' instead of the user name.
filter displays
the sys_id
of the watch
list members
instead of
the user
name
Core Excessively If a user has an

Platform large number excessively large number
of conditions of conditions (in their
PRB830071cause cmn_notif_message),
JavaScript a Javascript compiler
compilation exception occurs.
exception
Core Table
Platform cleaner
needed for
PRB729418sys_execution_tracker
and
sys_progress_worker
Currency Record 1. Set glide.system.locale to any non-US

watcher locale (e.g. nl.NL).
PRB808372reports
incorrect 2. Change the user country/language to
update on US.
currency 3. Add a currency field to a table which
fields receives live updates (e.g. incident).
4. Create a record in this table.
5. Set the currency value that is not
implied by glide.system.locale or the
user's session currency (e.g. CHF
100). Keep this form open.
6. In a different browser, view the same
record.
7. Update the currency value to CHF 200.
The value changes to an amount that is not

200 in the USD currency.


description
Currency Record Currency values can be Sample prerequisites

watcher reported incorrectly.
PRB759808reports • glide.system.locale: nl.NL
incorrect • glide.i18n.single_currency: true
updates on • glide.i18n.single_currency.code: EUR
currency
fields Steps to reproduce
1. Find an existing enhancement where
the Estimated cost value is 0,00.
2. Change the Estimated cost to
€500,00.
3. Before saving, add an attachment.
An icon appears before the Estimated
cost field, indicating that the value has
been modified (it is again set to 0).
4. Reset the value to €500,00 and save
the form. The value of Estimated cost
changes to 465,42.


description
Customer Activating Contract records have 1. Install the Contract Management

Service the a default global scope plugin.
Customer
Management regardless of whether
Service customers are using the For more information, see the
PRB748503plugin results contracts list or form view. documentation topic Activate a plugin.
KB0620956in contract However, after customers 2. Navigate to Contract > Contracts >
records activate the Customer All and open any Contract record.
having a Service plugin, if they open
default scope a contract record and go 3. Right-click in the header and choose
of Customer to Configure > Related list, Configure > Related Lists.
Service the slush bucket incorrectly You should be able to add or remove
instead of sets the application scope the related list for Default view.
the global as customer service for the
scope default view instead of the 4. Install the Customer Service plugin.
global scope. 5. Navigate to Contract > Contracts >
All and open any Contract record.
6. Right-click in the header and choose
Configure > Related Lists.
You are no longer be able to add or
remove the related list for Default view
within the Global application.
The Default view is in the Customer
Service application but Global is the
current application.
7. Edit this related list:
a. Click Edit this View in Customer
Service.
b. Choose any related list and click
Save.
The following error is displayed: "Invalid

'Table' selected on the Related List record.
The 'Contract' table is in application
'Global', but the current application is
'Customer Service'."
Customer Users are Users cannot update

Service unable to the business rule 'Case
update OOB
Management query for customer'
business on the Case table
PRB802873rules and (sn_customerservice_case)
script include and the script include 'Case
due to the query for customer. Both of
protection these are protected by the
policy protection policy.


description
Customer Approval This issue occurs when

Service workflow is the Customer Service
not working
Management Management demo data
as expected plugin is installed and there
PRB1107640
when a is more than one approval
plugin is group in the approvals
active workflow. If users have the
sn_customerservice.customer
role, they do not need to
wait for other approvers to
approve a record. Then,
the workflow activity is
approved.
Discovery Discovery Install the following plugins with demo data:

configuration
PRB934230 console • com.snc.discovery
devices list • com.snc.discovery.core
is empty
despite Steps to reproduce
entries in
1. Log in as admin.
device info
categories 2. Go to the
discovery_category_device_info table,
and make sure the table has entries.
3. Navigate to /nav_to.do?uri=/
$discovery_configuration_console.do.
The console does not show the devices

listed in step 2 - it is blank.
Discovery 'The RPC Users receive the error 'The

server is RPC server is unavailable'
PRB752896 unavailable' when discovering MSSQL.
error when
discovering
MSSQL


description
Domain UI15/UI16: After activating the Domain Prerequisites

Support Domain Separation plugin, the
reference domain reference picker • Ensure the reference domain picker is
PRB650898
picker does does not show the 'global' activated on the instance.
not show option. The global domain • Ensure Domain XXX is the default
'global' placeholder cannot be domain.
option selected by admin users.
Steps to reproduce
1. Log in as admin.
2. Change the domain from picker to
TOP/MSP.
3. Try to change the domain to Global.
The global domain cannot be found.
Clicking Reset to default sets the
domain to XXX (no global domain).
4. Open any record from sys_user table.
5. Change the domain from XXX to
Global.
6. Save.
The admins cannot go back to the global

domain using the reference domain picker.
Domain DWR Domain path/code has been

Support GenerateOperation
modified, but not all records
is not have been updated with
PRB855867
creating the new domain code/path.
updated This is causing issues in the
DWR for instance, such as reports
tables which are not appearing or the
have the form is not showing the
sys_overrides correct fields.
column


description
Email Domain In domain-separated 1. Create two domains (Tech and

separation - instances, the incident 'send Customer) which are in different
PRB960093
When using email' button results in the branches in TOP.
the 'send error "User did not press
email' button the Send button in Email 2. Associate an itil user to the Tech
feature from Client". domain, and give them visibility to the
within an Customer domain.
incident, 3. Create a user in the Customer
emails are domain.
not received
correctly 4. While impersonating this user, create
an incident via self-service.
5. Impersonate the itil user, and open the
incident you created in step 4.
6. Using the Email option in the form,
click Send to send an email.
The sys_email record reports "User did not

press the Send button in Email Client".
Event Fix alert If an alert's domain is a

correlation
Management child of the alert correlation
does not rule's domain, the rule is not
PRB1080896
work as visible for the alert.
expected
in domain-
separated
environments


description
Event After a CI is 1. Check the interval for

changed to
Management evt_mgmt.active_interval (e.g. 900
Maintenance, seconds).
PRB1093158
the old alert
is reopened 2. Create an alert on a CI and close
instead of it, make sure the alert is not in
creating a maintenance, and close it.
new alert 3. Wait for the duration of the
evt_mgmt.active_interval (e.g. 900
seconds).
4. Open the CI.
5. Change the CI's status to In
maintenance.
6. After one minute, check the alert.
It should be marked as Maintenance:
True with the sys_updated_on
updated.
7. Send an event with the alert's
message_key.
The event will be bound to the old alert.

Instead of creating a new alert, the old alert
is reopened.
Facilities The Floor 1. Install the Facilities Visualization

Service Plan Filters Workbench plugin.
Management popover
is slow 2. Create 10,000 cmn_department
PRB1083503 when there records.
are many 3. Navigate to $ng_fvw.do.
rendered
options 4. Open the Filter popover and click
(10,000 or around.
more)
Notice the delays.


description
Financial Chart of This issue occurs when 1. Activate the Project Portfolio Suite with
Managementaccount using the Financial Financials plugin.
sequence Management workbench to
PRB1006546in allocation create a chart of accounts. 2. Navigate to the Financial Management
setup does The custom chart's visual workbench under cost transparency.
not match hierarchy flow in the 3. Customize the chart of accounts by
the created allocation setup is different dragging and dropping the segments.
chart of from the created chart of
accounts account, even though the 4. Save the changes.
rollups used the defined 5. Navigate to Data Cleansing Tab >
hierarchy. Cleanse Data.
6. Navigate to Bucketing Tab > Run
Bucketing.
7. Navigate to Allocation Setup, and
check the order in which the segments
are displayed.
Although the rollups used the defined

hierarchy, the segments are displayed in
the wrong order.
Financial Budget 1. Navigate to Financial Planning >

Managementactuals Console.
exclude the
PRB1061774last day of 2. In the new window, scroll to Fiscal
the month for Period and select Months.
periods in GL 3. Select Fiscal Units: Quarter and
staged data change its value to FY17: Q1. Take
note of this value.
4. Select Fiscal Units: Months and
change its value to FY17: M03.
When adding the total Monthly values, they

should be same as the total value for Q1,
but they are not.
For example, a user changes all GL
Staged data records with posting date
of 2017-04-30 to 2017-04-29. If a user
changes these back to 2017-04-30 and
regenerates the actuals in the Budget
Console, these costs are omitted from the
Monthly total.


description
Human Headers and When an employee 1. Add a header and footer image to the
Resourcesfooters are verification letter is employee verification letter document
Service not showing generated, the header template.
up on the
Management and footer do not show
EVL form up. The document is also 2. Generate a letter.
PRB726148 not generated when the
document body contains an The header and footer do not appear.
image.
1. Create an HR task of an
acknowledgement type.
2. Click Generate Document.
3. Add an image to the document and
click save.
The document is not added to the case.
KnowledgeWhen On an incident form, related

attaching a
Management KB articles are shown in
knowledge 'Related Search Results'.
PRB707431article to an When users click Attach
incident, the or Preview and Attach to
use_count Incident, the Use Count
field for the field does not increment,
attached even though a new record is
knowledge inserted into the 'Knowledge
article Use' table.
does not
increment
KnowledgeCreating If a Knowledge Base

a new KB
Management 'Publish Workflow' is set
article with to 'Instant', after a new KB
PRB718166instant article is submitted and
'Publish published, that particular
Workflow' article will be published
publishes the twice. In the history, notice
article twice that this publishing occurs in
two separate updates at the
same time.


description
Lists List v3 lists When a value has been 1. Log into an instance with List v3
all records entered into a reference activated.
PRB717585
against a field and the magnifying
reference 2. Open an incident record where the
glass is clicked, instead of
field when cmdb_ci field is present on the form.
showing records that starts
a value is with or contains that entered 3. Type in "hp" on the cmdb_ci field and
entered and text, it is showing all records click the magnifying glass.
the reference instead.
icon is It returns all records.
clicked For example, on cmdb_ci 4. Deactivate List v3 this time and repeat
field, if the text 'computer' is steps 2-3.
entered and the magnifying
glass is clicked, instead of It only returns records where name
returning records that start starts with "hp".
with or contains 'computer',
it lists all records.
This only occurs with List
v3.


description
Lists Duplicate When a related list is loaded Prerequisites

tabs appear after the form loads with List
PRB711491
on a related v3 enabled, a second copy • Activate the List v3 plugin.
list that loads of the related list tabs also • Enabled related lists to work with List
after the form load on the form. v3.
loads (List • Ensure there are a few v2 related lists
V3 enabled) mixed with the v3 related list on your
test 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 to

load After the form loads.
4. On the item_option_new record, reload
the list and scroll all the way down to
see the related list.
After several refreshes, a duplicate set of

tabs is loaded. This issue is sporadic and
requires multiple refreshes of the form.
MID Some A
Server sudoers java.util.regex.PatternSyntaxException
configurations error is thrown.
PRB659977
will break
snc_ssh
MID MID
Server Servers can
persistently
PRB671436
get TCP
timeouts for
a certain IP
until the MID
is restarted


description
MID CyberArk VMware Discovery does 1. Integrate with CyberArk.

Server integration not work with CyberArk.
does not VMware needs to add 2. Add a VMware credential in CyberArk.
PRB718011
work with DomainName to account 3. Add the credential in ServiceNow.
VMware (identical to windows) -
without a domain prefix, it 4. Discover the IP that hosts VCenter.
cannot log in.
MID MID Server API transactions to the Refer to the listed Known Error KB article
Server operation instance can fail during for details.
stalls heavy traffic. If the database
PRB750509
indefinitely stalls briefly under load,
on failed
KB0623705 the queue of 50 can pile
credential up quickly, resulting in
load due to 429 errors coming back
429 error to requests. If this occurs
when a credential load is
in progress, the error is
not handled and discovery
stalls. Other operations can
also be impacted, such as
MID Server log writes where
there is no queue and retry.
This does not impact ECC
queue traffic because there
are inbound and outbound
queues that hold the traffic
that does not get received or
sent.
Password password_reset.request.max_
When the
Reset attempt_windowpassword_reset.request.max_attempt_window
Applicationsets expire property is set to a value
date in the longer than 27 days, users
PRB1102896 past if you are able to retry password
set the resets for an indefinite
property with period of time.
a value over
than 27 days


description
Password After the When an SMS device is

Reset deletion of deleted from a password
Applicationa device reset enrollment, the exit
from the screen returns to a device
PRB1104617 enrollment notification form rather than
page, the enrollment successful
clicking screen.
Submit
redirects
page to
'Notification
Preference'
with bad
device
reference
Workbench
Performance In IE11:
Analytics widget
crashes on 1. Navigate to Performance Analytics >
PRB1057238IE11 (PA Dashboards.
Dashboards, 2. Add the workbench widget to a
Service dashboard.
Portal)
The workbench widget causes IE11 to
crash.
3. Navigate to Service Portal
Configuration > Designer.
4. Add a new page and insert the
workbench widget.
5. Switch to preview.
The workbench widget causes IE11 to

crash.
Platform Query hash After upgrading to Helsinki Refer to the listed Known Error KB article
values
Performance or later, customers may for details.
mismatch experience query hints not
PRB1058404
after being applied (that had
KB0623334upgrading previously been added to
improve performance of
specific queries). Queries
that used to run fast will now
be significantly slower.


description
Project Configuration Users try to create their

support
Management own teamspaces by using
for custom an application integration
PRB1108705
teamspaces strategy in which they
extend base tables and
create custom roles.
However, Teamspace
code assumes that all
teamspaces have the
'tspx_prefix' prefix. Users
can have any prefix in
scoped applications, which
breaks the Teamspace logic
in templates, MSP import,
planning consoles, and
other areas.
Reporting Exporting When a PA dashboard has Prerequisites

a PA a breakdown source and
PRB1070036dashboard to the 'Act as Filter' setting, • System property
PDF with a exporting that dashboard glide.cms.enable.responsive_grid_layout
breakdown to PDF fails with the error: is set to true
source with "An unexpected error has • The WebKit HTML to PDF plugin is
the 'act as occurred. Please see the activated
filter' set instance logs for more
results in details" Steps to reproduce
"java.net.URISyntaxException:
1. Impersonate Fred Luddy.
Illegal
character in 2. Navigate to Performance Analytics >
query" Dashboards.
3. Create a new dashboard named Test.
4. Navigate to pa_dashboards.list.
5. Open the record for the Test
dashboard.
6. Under Breakdown Source, add the
Act as filter field.
7. Change the Breakdown Source to
Incident.State.
8. Double-click Act as Filter and select
Incident Priority - Single.
9. Navigate to Performance Analytics >
Dashboards.
10. Pick a state value from the filter shown
on the page (e.g. On Hold).
11. Export the Dashboard to PDF.
An error appears: "An unexpected error has

occurred. Please see the instance logs for
more details".


description
Reporting Report When the language is Refer to the listed Known Error KB article
designer set to French, the report for details.
PRB754960 does not designer does not load.
KB0621419 load in Other languages behave
French correctly.
Security Vulnerabilities When SAM NVD is installed, 1. Enable the Vulnerability plugin with
Incident created with it is enabled by default. demo data in order to populate the
Response SAM NVD SAM NVD can cause NVD.
causing performance issues
PRB1072373
performance 2. Enable the Software Asset
because it will create
problems Management plugin.
Vulnerable Items whenever
new software is discovered, 3. Create some software assets with
but users may not want this vulnerabilities.
behavior or want to rely on
Qualys instead. The instance experiences performance
The fix for this PRB allows issues.
users to disable or limit the
creation of Vulnerability
Items to specific CIs and/
or Vulnerability Entries
(controlled by filters).
To access this setting,
navigate to Vulnerability >
Administration >
Configure SAM NVD,
and select the Detect
vulnerabilities using SAM
data check box.
• For users who have
already installed the
Vulnerability Response
plugin, the setting is 'on'
and the behavior is not
changed. To disable
SAM NVD, uncheck the
setting.
• For users who are
installing the plugin for
the first time, the setting
is 'off' by default.
Security Performance The Qualys integration for

Incident issues with Vulnerability Management
Response the Qualys needs to limit the data that
integration is going to be imported.
PRB1097838
for
Vulnerability
Management


description
Service Date The date/time validator

Catalog validation scripts are double text
script escaped when a Date
PRB732117
for date variable is included in a
variables variable set. If there are any
in variable HTML escape characters
set causes in the Date validator script
script issue such as "&", the following
because of error is seen in the browser
double text console logs:
escaping
Uncaught SyntaxError:
Unexpected token ;
Service Reference When the tree picker 1. Navigate to the Service Catalog
Catalog type format is used for the list of module and create a new catalog item.
variables records on the referenced
PRB942734
with a table, after users click the 2. Create a reference field variable with
reference reference lookup icon on a attribute set as tree_picker=true in
qualifier are Service Catalog reference default value column. For example, the
ignoring the variable, the reference table is referring to cmn_location.
reference qualifier is not applied in 3. Make sure that variable has a
qualifier in some situations. reference qualifier condition as a
the lookup simple one. For example, [Condition]
popup [is] [Where City] [is one of]
when the [Baltimore, Seattle].
tree_picker
attribute is 4. Save the catalog item and click Try it.
set to true
Expected behavior: The list should respect
the condition defined under the reference
qualifier variable (e.g. Baltimore and
Seattle).
Actual behavior: The list of records only
respects the defined table - it does not
honor the condition defined when users
set the tree_picker attribute as true.
For example, when users type 'San
Diego' (which is not part of the defined
condition), and click on the reference icon,
it displays the list of records belonging to
San Diego.


description
Service Macros do The print preview UI macro 1. Navigate to Self-Service >

Catalog not work in is not rendering the entire Accounting Catalog > Accounts
the printer- page in a correct format. Payable > Invoice Processing.
PRB904025
friendly view
2. Fill out all the fields.
Note the Distribution Lines and Coding
field will only appear if the Entity
Releasing Payment field is populated.
3. Submit the request.
4. Scroll to the Distribution Lines and
Coding section.
Notice they are showing correctly.
5. Select Print Preview in the header.
6. Scroll to the Distribution Lines and
Coding section.
Notice the back-end coding appears

instead of the table which is supposed to
be shown.
Service Date field A date field whose value is a

Catalog submitted future date that is submitted
Widgets:through an through an Order Guide
Service Order Guide on Service Portal reverts
Portal on Service back to the current date
Portal reverts if the date format is set to
PRB912031
back to the anything else other than
current date yyyy-MM-dd.
Service Autocomplete In a reference element

Catalog in Service field on a Service Catalog
Widgets:Portal item, several variable
Service catalog items attributes can, optionally, be
Portal reference defined on the variable. This
picker does enables Service Catalog
PRB686965
not behave administrators to control:
the same
as platform • The fields that display
reference in the autocomplete
picker dropdown for a reference
element
• What fields to search
• The order in which the
fields appear
These variables should be

supported by Service Portal.
For more information, see
Auto-complete for reference
fields.


description
Service Date/Time The Date/Time variable 1. Activate the Service Portal plugin.
Catalog variable does does not show the correct
not show value if the record is 2. As a user with elevated privileges,
Widgets:
the correct accessed through the navigate to Settings and change the
Service
value in the Service Portal after time zone to US/Central.
Portal
Variable submission. 3. Navigate to Service Catalog >
PRB934309
Editor widget Maintain Items > Sample item.
KB0635038 4. Activate the catalog item.
5. Click Try it.
Notice the field 'Date/Time' shows the
current time in US/Central.
6. Set the value in this field and submit
the request.
The RITM Variable editor shows the
same time you set before submitting
the record for the Date/Time variable.
7. Access the same record
in 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 field should

show the same time in the Service Portal
as seen in RITM record outside of the
Service Portal. Instead, the variable value
shows a time that is five hours ahead than
expected.
The issue is not related to the Date/Time
picker but with how the value shows up
after submitting for the Date/Time variable.
Service Service The HTML widget is broken 1. Navigate to Service Portal

Portal Portal in the Service Portal Configuration > Designer.
Designer's Designer. It does not display
PRB1091422
HTML widget the HTML toolbar, and any 2. Go to any page and add the HTML
does not values added to the field do widget to a container.
work as not save. Backspaces do 3. Click the Edit pencil on the widget.
expected not work either.
The HTML field does not display the HTML
toolbar. Users cannot use backspace or
input values into the field.


description
Service List collector In Service Catalog, while 1. Navigate to Maintain Items >
Portal variable type ordering an item that has Standard Laptop.
unexpectedly a List collector variable
PRB935588
allows emails 2. Create a List collector variable to add
type, users must select
to be added to this item.
from options that appear in
slushbuckets. Users are not 3. Order your catalog item from the
able to type options that do Service Catalog.
not exist in the reference Notice you have slushbuckets.
list.
4. Navigate to the Service Portal and
In Service Portal, while click Service Catalog > Order your
ordering the same catalog catalog item.
item, users see a watch
list type variable instead of
slushbuckets. Any emails Notice you can enter arbitrary data that
can be added even if they may not exist in the system.
do not exist in the system.
Source Exceptions If an exception is thrown Refer to the listed Known Error KB article
Control thrown during source control for details.
Integrationduring commit (export), the local
Source repository can be left in
PRB916398 Control a dirty state, preventing
KB0622533 Commit any further source control
can leave operations.
the local
repository
dirty,
preventing
further
operations
Survey In Hebrew, 1. Activate the I18N:Internationalization

creating a
Management plugin.
survey with
PRB955317
question 2. Activate the I18N: Hebrew Translations
type 'numeric plugin.
scale' 3. Create a new survey that contains a
results in '1' question of type numeric scale.
appearing
as '1.0' in all 4. Test this survey.
rows The scale shows the 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 2 3 4

5 6 7.


description
After
Transaction After a session times out,
and upgrading the timeout popup screen
Session from Geneva does not appear.
Managementto Istanbul,
timeout
PRB951339 popup
screen does
not appear
after timeout
UI Add tag On any form, clicking the 1. Disable live forms by setting the
feature on
Components Add Tag link does not property glide.ui16.live_forms.enabled
forms does work, and the console to false.
PRB1114435
not work throws an error 'Failed to
if system load resource: the server 2. Go to any task form (incident, problem,
property responded with a status change, etc).
glide.ui16.live_forms.enabled
of 401 (Unauthorized)'. 3. Click the more options button on the
is set to false This issue only exists in header.
Istanbul and does not apply
to Jakarta or later. 4. Click Add Tag link.
An error is displayed on the console.
UI Defined When multiple related Refer to the listed Known Error KB article
related list
Components lists are displayed in a for details.
does not tabbed layout on a form,
PRB935834
display the tab displays the count
the correct
KB0623128 of records on that list in the
number on format n, where n is the
the tab if number of records in the list.
there is a
default filter If using List v2, the number
on the list n displayed in the tab
and List v3 is correctly reflects the number
enabled of records displayed in
the related list if a filter is
applied. So if the related
list initially contains five
records, and it is filtered
so only three records are
displayed, the tab shows 3,
not 5. If List v3 is active and
you view the same related
list with the filter, the tab
shows 5 even though only
three records are displayed.
This behavior occurs with
List v3 active if the List v3
related list setting is not off.


description
Workflow Switch If the customer is using a 1. Activate and install the Hungarian
activity is different language other language plugin (I18N: Hungarian
PRB922101not getting than English, the Switch Translations).
conditions workflow activity may not
in Workflow work correctly. 2. Go to any catalog item (e.g., Apple
editor when iPad 3), and add a Select box type
the session variable with at least 2 question
language is choices.
other than 3. Open the corresponding workflow of
English catalog item in the Workflow editor.
4. Change the session language to
Hungarian.
5. Checkout the workflow and add
the Switch activity anywhere in the
workflow (Alaptevékenységek >
Feltételek > Kapcsoló).
6. In the Switch activity, select type =
Variable and add the recently created
Select box variable.
7. Submit the Switch activity.
Notice the question choices appear.
8. Repeat the same steps in an English
session.
The Switch activity shows desired

conditions.
Domain separation
• Domain selection menus: Enable the domain reference picker in UI16
Enabling the domain reference picker removes the global option from the list. To return to your home
domain, click the return arrow next to the reference field. Admin users can click the return arrow to
return to the global domain.

releases.
Istanbul Patch 8 Hot Fix 1

The Istanbul Patch 8 Hot Fix 1 release contains fixes to the following problems.
For Istanbul Patch 8 Hot Fix 1: Build date: 08-21-2017_1207

Build tag: glide-istanbul-09-23-2016__patch8-
hotfix1-08-18-2017
Fixed problem in Istanbul Patch 8 Hot Fix 1
UI The 'Edit tag' icon 1. Log into the instance and switch to the
Components on the incident UI15 interface.
form is visible but
PRB1082285 does not work 2. Open any incident records.
KB0636090 3. Click the 'Edit tag' icon on the navigation
bar.
Expected behavior: An input box should

appear to insert a new tag.
Actual behavior: The 'Edit tag' button is not
responsive when clicked.

UI Add tag feature On any form, 1. Disable live forms by setting the property
Components on forms does clicking the Add glide.ui16.live_forms.enabled to false.
not work if Tag link does not
PRB1114435 system property work, and the 2. Go to any task form (incident, problem,
glide.ui16.live_forms.enabled
console throws change, etc).
is set to false an error 'Failed 3. Click the more options button on the
to load resource: header.
the server
responded with 4. Click Add Tag link.
a status of 401 An error is displayed on the console.
(Unauthorized)'.
This issue only
exists in Istanbul
and does not
apply to Jakarta
or later.
UI Reference 1. Make sure glide.ui.escape_text is set to

Components fields with & false.
in their display
PRB748992 value show as 2. Clear the cache, log out, and log in to
verify.
KB0622856 & when
glide.ui.escape_text 3. Create a group called A & B.
is false
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.
Fixes included with Istanbul Patch 8 Hot Fix 1
releases.


Istanbul Patch 8
Istanbul Patch 8 was released on July 28, 2017. Build date: 07-20-2017_1155
Build tag: glide-
istanbul-09-23-2016__patch8-07-07-2017
KB0623642.
Notable fixes
significant fixes.

description
IT Service gs.calDateDiff When dates cross a Refer to the listed Known Error KB article
Managementresults in an Daylight Saving Time for details.
out of memory change, gs.calDateDiff
PRB1091777error when results in an out
KB0623761 dates cross of memory error.
DST change gs.calDateDiff is used
days in the mark_closed and
mark_resolved business
rules, which are in the
Incident module and
Incident AutoClose
scheduled job.


description
Service Two-column The file 'Two column 1. Add a Container Start / End to a
Catalog layout of alternate Instance' catalog item.
Widgets: variables in the shows a header field
Service Portal followed by four fields 2. Set the container to "2 sides,
Service
does not match in a two-column, alternating".
Portal
the layout in the alternating-side layout 3. Place four or more variables into the
PRB718930 instance with two fields per container.
KB0610332 column. In the Service
Portal, it shows one
field in the first column Note that instead of the fields alternating,
and three fields in the the first field is in the first column and the
second column. second, third, and fourth fields are in the
second column.
Service Certain widgets ExecuationPlan.java 1. Go to

Catalog that utilize the load method does not sc_cat_item_delivery_task_list.do?
business rule check to see if the plan sysparm_query= delivery_plan
PRB748048 sc_req_item_stageGetChoice
is null, which can cause %3D&sysparm_first_row=1.
can cause an infinite recursion in
nodes to crash the crank function if 2. Set all delivery plans to empty.
there are execution plan 3. Go to /sp?id=sc_home and make a
tasks where the delivery series of requests.
plan is null.
4. Go to /sp?id=requests. My Requests
widget will get stuck.
Expected behavior: It should look for a null

first in the delivery plan.
Actual behavior: It does not and instead
gets stuck in the recursion.
Workflow Cannot open If a workflow contains 1. Add an Approval Coordinator to a

workflow in an Approval Coordinator workflow.
PRB758994 Diagrammer and it contains a child
2. Add a Child Approval activity to the
KB0622609 view if it activity with a stage,
contains an when opened in the coordinator and give it a Stage.
Approval Workflow Diagrammer, 3. Close the workflow.
Coordinator the following error is
that has one thrown and the Workflow 4. Reopen the workflow in the Workflow
or more child will not open: Error Diagrammer.
activities with loading diagram -
stage(s) Cannot read property
'Stage' of undefined


description
Service RITM Variables are either This issue is not reproducible on demand.
Catalog records are being deleted or (more But based on the final outcome, the steps
intermittently likely) are not even to reproduce are:
PRB652351 created without being created for some
1. Order a Catalog Item.
KB0610420 their variables RITM records.
2. Check whether variables are created.
Note that sometimes the RITM is created

without the variables.
All Other Fixes

Plugins Description
Authentication Clicking on Clicking the Password 1. Navigate to the Password Reset

Password Reset URL in reset Default Self Service.
PRB1057025 Reset URL emails gives an error:
in reset 2. Type in username abel.tuter.
"Password Reset Error
emails Unauthorized access." 3. Type in abel.tuter again to verify.
gives an
error This issue occurs 4. Click Done.
when 'sysparm_token' 5. Navigate to System Logs >
contains a space (special Emails.
character).
6. Open the URL in the Password
Reset email.
Note an error shows up: Password

Reset Error Unauthorized access.


Plugins Description
Change Change Orphaned If users "Copy Change" 1. Navigate to Change > Open and
Request
Management change on a change request open a change request that has
tasks are that has change tasks, change tasks that are created
PRB833134 created and leave form without from workflow and manually.
KB0623301 when using saving/updating, the
'Copy tasks are saved, but the For more information, see the
Change' on change is not, leaving product documentation topic
a Change orphaned change Tasks. Configure change management.
Request 2. Click Copy Change.
with
change 3. After the form of the newly
tasks created change request is
displayed, click the browser's
Back button.
4. Navigate to change_task_list.do.
Note the newly created change
tasks where Created from is
manual that are not associated to
a change record.
Discovery An IP 1. Create a Discovery Schedule.

network
PRB951240 specified 2. Add an IP Network with an IP
with a 159.202.255.170/32.
KB0622631
subnet 3. Click Discover Now UI Action.
mask of /32
will prevent
a Discovery
schedule
from
starting
Domain The 1. Create a user.

Support domainCache
can be 2. Assigned 200+ groups to that
PRB1059048 undersized user.
KB0623414 for 3. Open a form.
instances
that have
users Notice the form will take a long time as
assigned we are sending thousands of queries
to 200+ to the database regarding the domain
groups,
causing
slowness
across the
instance


Plugins Description
Event Alert history Closed alerts should

Management table can be deleted to reduce
become the size of the alert
PRB1034234 very large, history table and improve
which upgrade process time.
negatively
impacts
performance
Event OOM If several business

Management occurs in services (BS) change in
ImpactStatusUpdater.loadAlert
one impact calculation,
PRB1057120 GroupsAndFilteredBSS
it loads the AlertHistory
because records for each BS.
AlertHistory But if an alert appears
had no in more then 1 business
equals service, it will load it
or hash twice.
functions
Express Express Upon upgrading to

admins Istanbul, some Express
PRB1074525 starting admins cannot see ACL
from columns.
Helsinki
and below
will see
blank
ACLs when
converting
to
Enterprise
on Istanbul
KnowledgeFirefox only When using Firefox,
Knowledge In Firefox:
Management
Management prints one users can only print one
V3 page from page of a KB article. 1. Go to a knowledge article that
PRB664666 multiple- contains more than two pages
page article (Not the form).
2. Right click on the Article > This
Frame > Open Frame in a new
tab.
3. Press Command+P (Mac) or
Control + P (PC) or File > Print.
4. Print document.
Notice that Firefox prints 1 page even

if there are multiple pages.


Plugins Description
Social
Knowledge A When navigating to 1. Enable Social Q&A for a
Q&A
Management knowledge the Knowledge page knowledge base.
base with and posting a question,
PRB692419 disabled users can select a 2. Check that you have at least one
Social Q&A knowledge base for knowledge base that does not
KB0622848
still shows which Social Q&A is have Social Q&A enabled.
when users disabled. When the 3. Navigate to Self-Service >
try to create question is submitted, an Knowledge.
a question error appears.
4. Click Post a Question.
5. In the Knowledge Base field,
click the arrows to show the drop-
down menu.
Note that all knowledge bases
are listed, even the knowledge
bases for which Social Q&A has
not been enabled.
6. In the Knowledge Base field,
select a knowledge base that
does not have Social Q&A
activated.
7. Add a Title.
8. Click Post Question.
Note the error message: Error in
fetching question. The question
cannot be submitted successfully.
KnowledgeIf a table
Knowledge If there is a table defined
Management
Management inside an in an article which
V3 article is contains all the details
PRB698979 aligned left and its aligned left/right
or right, the then the "Authored by,
"authored Last modified" section
by" section gets misaligned.
gets
misaligned
KnowledgeSocial Q&A
Knowledge In the mobile view,
Management
Management Post a when users disable the
V3 Question question option in all
PRB717102 mark icon knowledge bases, it's still
appears possible to access the
in mobile question form through
when the the question mark icon in
Social Q&A the knowledge module.
option is
disabled


Plugins Description
KnowledgeCannot
Knowledge When a user clicks the 1. Add these roles to abel.tuter:
Management
Management use the 'Update all' function knowledge_admin,
V3 'Update all' to update knowledge knowledge_manager, knowledge
PRB931938 list editor records, a blank screen and list_updater.
function on opens. Users are able to
Knowledge edit knowledge records 2. Enable Debug Security Rules.
articles in the list and form view, 3. Impersonate Abel Tuter.
but the blank screen
appears when using 4. Navigate to Knowledge >
'Update all' or 'Update Published. Verify Abel can see
selected'. the articles, can open the records,
and update them.
5. Navigate back to the list and
click Update All from the table's
context menu.
6. In the popup that appears, click
OK.
Instead of seeing the form with the

available fields for editing, the user
sees a blank screen.
Lists NG List v3 lists When a value has been 1. Log into an instance with List v3
shared all records entered into a reference activated.
PRB717585
components
against a field and the magnifying
reference 2. Open an incident record where
glass is clicked, instead
field when the cmdb_ci field is present on
of showing records that
a value is the form.
starts with or contains
entered that entered text, it is 3. Type in "hp" on the cmdb_ci field
and the showing all records and click on the magnifying glass.
reference instead.
icon is It returns all records.
clicked For example, on 4. Deactivate List v3 this time and
cmdb_ci field, if the text repeat steps 2-3.
'computer' is entered
and the magnifying glass It only returns records where
is clicked, instead of name starts with "hp".
returning records that
start with or contains
'computer', it lists all
records.
This only occurs with List
v3.


Plugins Description
Lists List v3 If the list If List v3 is active for On a Istanbul or Helsinki instance:
Components
has list displaying a list, and
PRB933539 bottom there is a List bottom Note: For Helsinki, users
button UI button UI action, it will might need to deactivate one
actions, display the button on of the system UI actions for
users the left of the footer 'Moving to Application' or the
cannot at the bottom of the catalog item list will display as
see the list list. However, the list List v2, not List v3.
pagination pagination controls are
controls not displayed on the 1. Activate List v3, and ensure it is
right. active and working for displaying
the lists.
2. Navigate to Service Catalog >
Maintain Items.
Note that activate and deactivate
list bottom button UI actions
displayed on the bottom left
side of the footer, but the list
pagination does not display on the
right side of the footer.
3. Click Configure > UI Actions.
4. Disable the activate and
deactivate list bottom buttons
(uncheck the box).
Users return to the catalog items
list.
Note that the list pagination controls

appear on the right side of footer as
expected.
Mobile Mobile Mandatory Making a catalog 1. Create a catalog item. Make sure
UI; NG catalog variable within variable Availability is set to Desktop and
PRB708073
shared variables sets mandatory appears Mobile.
components
in variable to have no effect in the
sets are not native app other than 2. Create a variable set for the
honored in the asterisk marking it catalog item.
the native as mandatory. Catalog 3. Create a variable within the
app and items can still be variable set. Make this variable
Helsinki submitted with these mandatory using the Mandatory
mobile web fields left blank. checkbox.
4. Test this catalog item in the
desktop UI, mobile UI, and the
native app.
Note that in the native app, users do

not receive a mandatory field warning,
and the catalog item can be submitted.


Plugins Description
Password activate_desktop_plugin.js 1. Activate the

Reset can cause com.glideapp.password_reset.addon.orchestrati
Application out of plugin.
memory
PRB956033 issues 2. Upgrade the instance.
because
the collision The CollisionDetector is unnecessarily
detector is restarted before the next plugin is
restarted upgraded.
Performance Warnings While a collection job The following errors appear in the
Analytics occur runs, warning messages localhost logs:
during the occur in the localhost
PRB711909 collection of logs. 2016-09-11 19:00:07 (392) worker.1
Performance worker.1 WARNING *** WARNING ***
There is no getGlideElement called for unknown
Analytics
dictionary entry for field 'sys_domain_path' in table
sys_domain_path field 'pa_job_log_rows'
on pa_job_log_rows
table. 2016-09-11 19:00:07 (392) worker.1
worker.1 WARNING *** WARNING
*** setValue called for unknown
field sys_domain_path in table
'pa_job_log_rows'
Persistence Before Under certain conditions,

Query single score reports can
PRB741410 business display blank or incorrect
rule works data.
differently
when If a Before Query
using glide business rule is
aggregate configured on a table
count with one or more
addOrCondition filter
conditions, a single
score report on that
table generates an
invalid SQL, and the OR
condition is not in the
right place. As a result,
the single score reports
or widgets display
incorrect data.
When the user drills
down on the report, a
list loads with the correct
results.


Plugins Description
Reporting Bar chart Bar chart colors do not It is not possible to select dot-walked
colors do match configured chart fields in the Chart Colors form, so
PRB652317 not reflect colors when grouping a there is no way to have chart colors be
KB0597984 'Chart report by a dot-walked applied to a "group by" or "stack by"
Colors = field. on a dot-walked field.
use chart
colors' 1. Create a chart report that groups
choice on a dot-walked field
when 2. Navigate to Report >
setting Administration > Chart Color.
'Group by'
to a dot- 3. Create a color for each group
walked field value from the report
4. Set the report to use chart
colors (if defined) in Chart color
configuration
Notice that the chart will still use the

Default color scheme as it doesn't map
values specified in the Chart Colors
with values from groups on the report.
Reporting Drilling If a pivot report is made 1. Create a pivot report on the

down to the to display the 'Other' incident table:
PRB706658 Total/Total column, drilling down to
on a pivot the Total/Total value will • Row: Incident state
table does not show correct data. In • Column: Caller
not show some cases, the filters • No.groups: 10
correct are broken. • Show other: true
data when
'Show 2. Set the condition to Created on
Other' is This year.
turned on
3. Run the report and drill down to
Total/Total.
Notice that the resulting filter is broken

and shows all records from the table
'All>%5esys_created_onONThis
+year%40javascript:
gs.beginningOfThisYear()%40javascript:gs.endOfThi
Reporting Map Report Map Report using Refer to the listed Known Error KB
using Drenthe Map shows article for details.
PRB734745 Drenthe the error 'No response
KB0622575 Map in a from the server Loading
map shows report... / map report'.
with an
error


Plugins Description
Reporting 'Omit if no When a scheduled

records' report is created on a
PRB748719 is not report source, even after
honored for checking the "omit if no
Scheduled records" option, users
reports are getting empty reports
created on by email.
"Report
Sources"
Security Vulnerability
Severity Due to performance
Incident Response calculator issues with the severity
Response is causing calculator, it takes a
performance long time to create or
PRB1028683 issues update large numbers of
when vulnerable items.
creating Vul
Items
Security Security When a When a report is

Incident Incident report is scheduled on table
ResponseResponse scheduled sn_si_incident, the
on the attachment of the
PRB1065904 security report does not show
incident all records or all fields.
table, However, users can see
users with all records and value
sn_si_admin when only the report is
and admin run or from the list view.
roles are
not able to
view the
security
incidents
fields


Plugins Description
Service On a new On a new catalog item Refer to the listed Known Error KB
Catalog catalog form (/sc_cat_item.do), if article for details.
item form, there is only one catalog
PRB648158 the default active, then the Catalogs
KB0551669 value in slush bucket defaults to
catalogs the active catalog. This
field is works correctly when
broken the language is set to
if the English. If the language
language is is not set to English, the
not English following occurs:
• Reference qualifier
is broken by the bad
catalog value and
prevents lookup of
categories.
• If a user is able to
submit the form, they
receive the error:
"You cannot select
category ... because
it does not exist in
selected catalog(s)."
• If a user adds the
catalog manually and
save the changes,
it works. But it then
appears in English
after reloading the
catalog item form
even though the
user's session is not
in English.


Plugins Description
Service Unable to 1. Find a catalog item with a string

Catalog select text variable on it, or add a string
in read-only variable to an existing catalog
PRB705073 variables item.
using
Firefox 2. Configure the variable form and
add the write roles field.
3. Add a write role of Admin to the
variable.
4. As admin, order your item and
provide a value for the variable.
5. Using Firefox, log in as a non-
admin user with access to view
the requested item.
6. Try to copy the text in the read-
only variable.
Note that you cannot select or copy

text.
Service On the 1. Log into an instance.

Catalog RITM page,
if a Catalog 2. Navigate to Maintain items, select
PRB946137 item has any item, and add two reference
two or more variables.
reference 3. Assign a write role to one of the
variables, variables.
and one of
them has 4. Make sure to associate an
a "Write order to the variables so that
Role" the variable with the write role
associated associated to it runs first.
to it, then 5. Order a Catalog item and
all the navigate directly to the RITM.
following
reference
Notice that all variables are now read-
variables
only.
will be
read-only


Plugins Description
Service The In Service Portal, the 1. Navigate to Service Catalog >

Catalog variable Variable Editor widget Open Records > Tasks.
Widgets: editor fails when a catalog task
widget is added to the portal. 2. Open any catalog task that has
Service
does not Also, variables do not variables.
Portal
work with display on the form. For more information, see Add
PRB721238 sc_task catalog item variables to a task.
KB0621064 records,
which Note that the variable formatter is
throws displayed.
a Java 3. Navigate to Service Portal >
NullPointerException Pages.
error and
does not 4. In the ID column, find and open
load client the record for the index page.
scripts fully 5. In Related Links, click Open in
Designer.
6. In the Widgets list on the left,
select the Unordered List widget.
7. Drag the widget and drop it in any
location on the page.
8. Click the edit icon to edit the
widget. 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 Editor
widget fails and variables are
not shown on the form. If you
configure the form and remove
the Variable editor, the error is not
displayed.


Plugins Description
Service An odd An odd number of

Catalog number of reference variable
Widgets: reference fields in a container of
Service variable type "2 columns wide,
Portal fields in a alternating sides" causes
container the odd number field to
PRB751778 causes jump from left to right
fields to and right to left after
shift from a value is selected in
right to left the other reference
and vice fields. Even number of
versa variables in a container
of type "2 columns Wide,
one side then other"
causes one side to
render more variables
than other.


Plugins Description
Service Service 1. Create a new table called 'Data

Catalog Catalog Lookup Test'.
Widgets: data lookup
definitions 2. Add two string fields: Test Field 1
Service
do not and Test Field 2.
Portal
function 3. Create a new record on the table
PRB758708 in Service and set the following:
Portal
a. Test Field 1: 1234
b. Test Field 2: 4321
4. Click Save.
5. Go to Service Catalog >
Maintain Items, and open the
item 'Apple iPad 3'.
6. Create 2 single-line text variables
and title them Test 1 and Test 2.
7. Go to System Policy > Data
Lookup Definitions, and click
New.
8. Create new definitions with the
following and submit:
a. Name: Test SP
b. Applies to: Catalog Item
c. Catalog Item: Apple iPad 3
d. Matcher Table: Data Lookup
Test[u_data_lookup_test]
9. In the lookup definition related list,

set the matcher and setter to the
following:
a. Matcher:
a. Source Variable: test_1
b. Matcher table field: Test
Field 1
b. Setter:
a. Source Variable: test_2
b. Matcher Table field: Test
Field 2
10. In Service Catalog, test that the

data lookup functions properly
in the Apple iPad 3 by putting
'1234' into Test 1 field, tabbing,
and seeing Test 2 being changed
to '4321'.
11. Go to Service Portal and open the
same item in the catalog.

Plugins Description
Service SLA When a Task SLA is in 1. Create a P5 incident with state

Level retroactive a Paused stage at the New.
Agreement start/pause time of attaching, the last
(SLA) - Incorrect temporal piece of paused 2. Change the priority to P3.
timing time is incorrectly added 3. As soon as the incident is created
PRB1003371 calculation when calculating the (within the first minute), move the
when elapsed time. state to On Hold.
attaching a
Task SLA 4. Move the state to In Progress.
that is in 5. As soon as you complete step 4
a Paused (within the first minute), move the
stage at state back to On Hold again.
the time of
6. Wait a few minutes, and then
attaching
change the incident's priority to
P1.
The Task SLA will attach with the

correct Stage (Paused) but with
the wrong 'Business Elapsed time',
'Business elapsed percentage'
and 'Business time left'. The 'Has
breached' flag is incorrectly set to
True.
Service 'All During each run of

Mapping Applications' the 'All Applications'
discovery discovery schedule,
PRB1040524 schedule several output probes
does not are stuck in the
complete Processing state.
due to As a result, none of
hanging the 'All Applications'
SSH discovery schedules are
threads in completed.
the MID
Servers


Plugins Description
Service Redirected To conditionally redirect

Portal to Service a user to Service Portal
Portal, after login, users can
PRB726860 users are set the system property
stuck on glide.entry.first.page.script
welcome.do to new
page SPEntryPage().getFirstPageURL().
This works well for a
user with no roles.
However, once
redirected to the Service
Portal, if the URL suffix is
removed, the user gets
stuck on a welcome.do
page unless they
manually add the Service
Portal URL suffix.
Survey Survey Survey trigger condition

Management will not be does not work on
created migrated surveys via
PRB742422 by trigger update set.
condition
Transaction Unclaimed When an instance

and transaction, is running a large UI
Session whose activity with presence
Management underlying enabled, the following
request error appears in
PRB1056914 gets the localhost logs:
recycled 'Cancelling unclaimed
while (waiting) transaction'.
waiting This transaction will
in queue, stay in the Active
is left in Transactions list until
the active restart.
transaction
list
UI NG In ticket- If users open a request 1. Navigate to localhost:8080/sp on

shared
Components conversation in the Service Portal with OOB instance.
components
widget in the Edge browser, the
PRB740915 Service input text box to send 2. Click Order something.
Portal, messages are showing 3. Click Developer laptop.
snResizeHeight
very short in height. The
directive issue occurs in Edge 4. Click Submit.
in Edge browsers only. 5. Click Request in request
browser dropdown in the header.
might not
set height
Notice that the resize does not work
properly
properly on request fulfiller form.


Plugins Description
UI Users Users with no roles 1. Impersonate the user Abel Tuter.

Components without cannot save the sn_test
privileges filter after using the 2. Go to any List - All incidents/ All
PRB952152 cannot condition builder. HR cases.
save 3. Click on filter and add a condition.
the filter For example: active is true or
using the state is new.
condition
builder 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 be available after saving.
Actual behavior: sn_test is not
available.
Vulnerability
Vulnerability Two Two business rules loop
ResponseResponse business with each other and
rules are get closed vulnerable
PRB715624 causing items and associated
an infinite vulnerability groups to
loop and continuously post work
the event notes.
queue went
critical
Workflow Workflow If the workflow has the

is hung at rollback to activity, join
PRB1042822 join activity activity is getting hung in
if rollback different languages.
to activity is
used


Plugins Description
Workflow Manually The system does 1. Enable a language pack plugin,

translated not display custom for example, French Canadian.
PRB675174 workflow translated text from a
stages are workflow stage when 2. Select English as the session
KB0598352
not being viewing the status language.
reflected of a Service Catalog 3. Create a custom workflow for the
on RITM requested item. Requested Item table.
Stage field
by default 4. Create a custom stage for the
workflow, 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 appropriate
table in English with an ending
of the language code for newly
added customizations that are
missing translations. (Translate
and Learn) to Yes.
7. Change the session language to
French Canadian.
8. Reopen the Workflow Canvas or
refresh it if it is already open.
9. From the menu, click Edit Stage.
The system displays the Stage
name 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 Test
Stage 1.
13. Trigger the workflow.
14. View the requested item status.
The stage uses the English rather
than the translated value.


releases.

The Istanbul Patch 7 Hot Fix 2 release contains fixes to the following problem.

hotfix2-07-28-2017

Service Macros do not The print preview 1. Navigate to Self-Service > Accounting
Catalog work in the UI macro is not Catalog > Accounts Payable > Invoice
printer-friendly rendering the Processing.
PRB904025 view entire page in a
correct format. 2. Fill out all the fields.
Note the Distribution Lines and Coding
field will only appear if the Entity
Releasing Payment field is populated.
3. Submit the request.
4. Scroll to the Distribution Lines and Coding
section.
Notice they are showing correctly.
5. Select Print Preview in the header.
6. Scroll to the Distribution Lines and Coding
section.
Notice the back-end coding appears
instead of the table which is supposed to
be shown.
releases.
• Istanbul Patch 5 Hot Fix 2


The Istanbul Patch 7 Hot Fix 1 release contains fixes to these problems.
Istanbul Patch 7 Hot Fix 1 was released on July Build date: 07-16-2017_1252
20, 2017. Build tag: glide-istanbul-09-23-2016__patch7-
hotfix1-07-15-2017
Problem Short description Description Steps to

reproduce
IT Service gs.calDateDiff When dates cross a Daylight Saving Time Refer to the listed
Management results in an out change, gs.calDateDiff results in an out of Known Error KB
of memory error memory error. gs.calDateDiff is used in the article for details.
PRB1091777 when dates cross 'mark_closed' and 'mark_resolved' business
KB0623761 DST change rules, which are in the Incident module and
days Incident AutoClose scheduled job.
releases.

Istanbul Patch 7
Istanbul Patch 7 was released on July 6, 2017. Build date: 06-27-2017_1849

Build tag: glide-
istanbul-09-23-2016__patch7-06-13-2017
KB0623231.
Notable fixes
significant fixes.
description
Domain Upgrades are A Unique Key violation Refer to the listed Known Error KB article
Support causing domain error occurs when for details.
table to be adding/importing a
PRB1073031reset back to group into a domain
KB0623425 sys_user_group, separated instance
causing upgraded to Istanbul
recalculation of Patch 6. Istanbul Patch
domain paths 6 adds a unique index to
and unique sys_user_group table,
constraint which is supposed to
violations allow duplicate values.


description
Platform A high volume Due to an issue with

Performanceof transactions max waiters, which
from a single admit only [x] number
PRB641485 session of transactions for the
can exceed same session into the
transaction transaction queue, more
queue, causing than [x] transactions
HTTP 429 for a single session
errors can end up in the
transaction queue when
the transactions for this
session have very short
transaction processing
times.
Incident Base system Because deprecated 1. Navigate to Incident > All.

Managementbusiness rules calendars are being
mark_closed used, the mark_closed 2. Personalize the list by adding the
PRB680207 and and mark_resolved following columns to the list view:
KB0598528 mark_resolved business rules return • Open
still use incorrect results. • Closed
deprecated
• Business duration
calendars and
• Business resolve time
return incorrect
results
For more information, see Personal
lists.
Note that some of the Business duration

and Business resolve time entries are
incorrect.
UI UI16 does not The functionality is Refer to the listed Known Error KB article
Componentsrender the available after switching for details.
email reply to UI15.
PRB660554 button on the
KB0597990 activity (filtered)
formatter
Service Under certain When Service Mapping

Mapping circumstances, discovery is run for
Discovery multiple services (or all
PRB832751 processing is services), the discovery
very slow or job may slow down
stuck due to the service
recomputation jobs
being processed. As a
result, discovery tasks
can time out.


description
Import / Setting Refer to the listed Known Error KB article

Export glide.export.excel.wrap_cells for details.
to false does
PRB916708 not allow user
KB0622076 to Export .xlsx
format excel
files with
columns
containing
more than 255
characters
UI Delay in Type There is a delay when 1. In the filter navigator, type System or
ComponentsFilter on left typing text into the Type any other term.
navigation Filter text in the left
PRB753885 panel navigation panel. The 2. Notice the slight delay in the type-
delay is much more ahead.
significant in Istanbul vs.
Helsinki due to styling
changes, including
some additional markup
between the Helsinki
and Istanbul releases.
All Other Fixes

plugins description
Approvals Approving Some users are 1. As an approver, view a change

a change experiencing request that needs to be
PRB935869 request performance issues approved.
takes a when approving a
long time change request as an 2. Click the Approver link.
Approver. 3. In the Approval form, click
Approve.
Approving the change request takes a

long time.
Assessments Public Public surveys require

surveys the guest account
PRB697321 require to work. However,
the guest the guest account is
account, considered demo data
which gets and will get deleted if a
removed user requests to remove
when demo all demo data. After that,
data is trying to access a public
removed survey will result in a
blank page.


plugins description
Assessment
Assessments Assessment 1. Navigate to Assessment
> Administration.
PRB760266 Administration
> Bubble 2. Click Bubble chart
chart is not Recommendations.
working as 3. Click View Bubble chart.
expected
The graph is not displayed.
Asynchronous Long- 1. Navigate to a form.

Message running
AMB 2. Invalidate the cache.
Bus
unsubscribe 3. Navigate away from the form.
PRB1020423 transactions
can result
in business If your unsubscribe transaction is slow
rules not enough to get cancelled while we are
running for loading table descriptors for variables
the rest of tables (var__*), your session may be
the session left with workflow turned off.
AutomatedCopying
Automated Copying the Record 1. Navigate to Automated Test
Test Test the Record Query step configuration Framework Administration Step
Framework
Framework Query step results in a new step Configurations.
configuration configuration that cannot
PRB821936 results in a be rendered when 2. Click Record Query.
KB0622669 new step adding the Test Step to a For more information, see Server
configuration test. test step: Record Query.
that
cannot be 3. Click Copy.
rendered 4. Navigate to Automated Test
when Framework Tests.
adding the
5. Click New to create a new test
Test Step
and click Save.
to a test
6. Click Add Test Step and choose
Record Query copy and click
Next.
Note that the Record Query copy

step form does not render Condition
fields, and when attempting to set the
conditions fields the error 'First select
a table' is displayed.


plugins description
AutomatedJasmine
Automated A Jasmine test step 1. Write a Jasmine suite which
Test Test test suite does not fail if there contains multiple specs, like
Framework
Framework result only are multiple failing described in the post.
reflects the specifications and the
PRB803670 last spec's last specification passes. If the last spec passes, the suite
result result is Pass. Even if a previous
spec fails, the suite result is still
Pass.
2. Check the test log.
The failure is shown.
AutomatedSet Field
Automated Refer to the listed Known Error KB
Test Test Values step article for details.
Framework
Framework configuration
does not
PRB833259 support
KB0622666 dependent /
asynchronous
updating
fields
Change Change On search When a Change In an Istanbul instance,

Management
Management page, Request form is loaded navigate to: https://<instance-
Conflict - change_request_search.do,
in Search mode name>.service-now.com/
Detector Collision value for (change_request_search.do),
change_request_search.do.
Detector conflict_Status
the Conflict Status field
PRB1015102 field is value shows as No Notice conflict_status field has a value
already set, Conflict instead of None. set, rather than --None-- like other
rather than Since the form is loaded fields with choices.
--None-- in Search mode, all the
fields are expected to be
empty, and choice list
fields are expected to be
shown as None.
Chat UI Local Due to a W3C spec 1. Open a Connect mini chat and
Components,
images change, local images start a new conversation.
PRB1007592
Visual cannot be can no longer be pasted
Task pasted into into Connect messages. 2. Use the mac Keyboard shortcut to
Boards Connect take a screenshot (Ctrl + Shift +
Cmd + 4).
3. In the Message section of the
Connect mini chat, paste the
image with Cmd + V.
The image should paste into the

Connect chat and you should be able
to hit enter to send it. However, there
is a console error and no image is
added to the chat.


plugins description
Configuration Checkpoint The following

Management reaper error occurs:
Database encounters java.lang.IllegalArgumentException:
(CMDB) an error Trying to set field
when trying svc_model_checkpoint:previous_checkpoint
PRB1020654 to set the to reference non-existent
previous record
checkpoint
reference
to a non-
existent sys
ID
Configuration Identification A Linux identifier throws

Management Engine: a Multi-Match error when
Database Lookup discovering a server
(CMDB) matching that does not have a
should rely duplicated serial number.
PRB946117 on both the
criterion
attribute
and the
referenced
sys_id


plugins description
KnowledgeRelevancy
Contextual Knowledge base 1. Go to the property
Search Managementscore is search is not working glide.knowman.search.show_relevancy
V3 getting as expected. Though and set its value to true (/
PRB910622 calculated search results are nav_to.do?uri=sys_properties.do?
as -1 when ordered by the sys_id=99b08383d713210013ab49547e610307)
searching relevance/rank, records
select 2. Create and publish a knowledge
with higher rank are
articles article with the short description
given a relevancy
from the "Test of PRB910622 - 07 JUNE
number of -1, which puts
knowledge 2017 Workflow states EXTERNAL
them at the very bottom
homepage. KNOWLEDGE BASE":
of the search results that
can span multiple pages. 3. Navigate to Knowledge > Create
New.
This issue occurs on the
knowledge reach results • Short description: "Test of
page when the property PRB910622 - 07 JUNE 2017
Workflow states EXTERNAL
glide.knowman.search.show_relevancy
is set to true. KNOWLEDGE BASE"
• Knowledge base: Knowledge
• Right-click on the header and
click Save.
• Click Publish.
4. Navigate to Knowledge >

Homepage.
5. Search for "Test of PRB910622
- 07 JUNE 2017 Workflow states
EXTERNAL KNOWLEDGE
BASE".
Notice that the "Relevancy" value

for the knowledge article is -1. If you
reduce the search on step 4 for "Test
of PRB910622" the issue will no
longer be reproducible.
Core When ActionManager (UI

Platform domain actions) should define
separated syscache_ui_action
PRB717578 is enabled, as the private
form cacheable instead
caches of sys_ui_action. In
should key addition, ActionManager
entries domain selection should
more retrieve the domain
effectively from the record, not the
session. Domains for the
sys_choice cache should
also be implemented
correctly.


plugins description
Core GlideWrapFactory
Platform is using
the wrong
PRB753517 scope
Core A group Prevent Recursion is a 1. Deactivate the business

Platform can be its base system business rule Prevent Recursion on
own parent, rule on sys_user_group sys_user_group.
PRB899686 leading that protects against
to infinite recursion. However, 2. Create a User Group
recursion it can be bypassed (sys_user_group) where the
when business rules are Parent field is pointing to the
turned off. This can be group itself, creating a self-
caused by 'A is parent referencing group.
of A' scenario or a more 3. Impersonate a user in the group,
extended loop, such as or add one if necessary.
'C > B > A > C'.
4. Open the My Group's Work
module.
5. Navigate to System Logs >
Errors.
Notice the StackOverflowError

message.


plugins description
Core List field If a display field is a 1. Navigate to an incident, right-click

Platform and translated text/field the header, and click Form layout
slushbucket which puts the values to add a new field:
PRB913389 do not into a list field to be
retain displayed in a many • Name: KB
language to many list, the text/ • Type: list
translations field is not translated. • Refers to: kb_knowledge_base
A many to many list will table
have values in the list
that are not translated 2. Change the language to French.
into the current session
3. Navigate to Bases de
language. A many to
connaissances > Bases de
many list looks like the
connaissances.
pop up when you click
on the gear wheel in the Check that you have a translation
corner of list. for the knowledge base name.
4. Open an incident, and choose a
value for the field KB and save.
5. In the same incident, click the lock
on the KB field > Add/Remove
Multiples.
6. Move one value in French from
the left to the right.
Note the value in the right column
is in English, and there are
no results when you search in
French.
7. Save.
The value in the KB field is showing in

English and not in French.


plugins description
Core When a glide_list fields are most

Platform glide_list commonly used to refer
field is to records in another
PRB963801 made from table. For example, the
choice watch list field lists user
entries records ("users") who
instead of should be notified about
referenced updates to a ticket.
records,
forms If a glide_list is not
do not configured to reference
always load any table, it gets its
completely values from sys_choice
records. Users can
configure choices for the
field, and then from the
table's form, they can
select one or more of the
choices to be included in
the list.
This type of glide_list
is susceptible to a
concurrency issue with
cached choice lists. It
works directly with the
cached choice list, so
if two threads run this
same code at the same
time, they can corrupt
the cached list and lead
to NullPointerExceptions,
for example. This can
break the form that the
glide_list is part of.
Discovery CIs are Configuration items 1. Hop on to an instance and

being are being created with connect to a MID server.
PRB725029 created the name "[OBJECT
with the OBJECT].[OBJECT 2. Perform Quick Discovery on any
KB0622711
name OBJECT]" of your Windows CIs.
[OBJECT
OBJECT]. Note that the Discovery log shows
[OBJECT "Exactly one match was found in the
OBJECT] CMDB: [OBJECT OBJECT].[OBJECT
OBJECT]".
Discovery A discovery When a discovery

can be is prematurely set
PRB945908 set to to 'complete', the
'complete' next schedules are
before it triggered even though
is actually the discovery is not done
complete yet.


plugins description
Discovery Sensor When the ProviderName Refer to the listed Known Error KB
error when from the WMI property article for details.
PRB709239 processing Win32_MappedLogicalDisk.ProviderName
KB0622394 Windows - is empty, the Windows
Storage : - 2008 Storage probe
TypeError: payload, the sensor will
Cannot get the error: "TypeError:
convert null Cannot convert null to an
to an object object"
Discovery For large

discoveries,
PRB642152 the logs are
filled with
errors such
as "No
discovery
source
passed to
ObjectSource"
Discovery Windows The new PowerShell 1. Create a windows credential for

credentials API, which is used an associated device that has a
PRB718623 with special by WinRM and test special character such as "$" as
characters credential, does part of the password.
do not work not correctly handle
when used Windows credentials 2. Run test credential against the
by new where there is a device.
PowerShell PowerShell-specific
implementationspecial character such Notice the credential test fails, even
(affects test as "$" in the username though this is the correct credential.
credential or password. This will As part of verifying the credential
and cause authentication is correct, running a normal quick
WinRM) failures with targets even discovery on the target (as long as
though the credentials WMI is being used and not WinRM).
are correctly defined. This should result in a successful
authentication and discovery of the
device, and there should be an IP
affinity created with the credential that
failed the test in step 2.


plugins description
Discovery Discovery When Discovery creates Refer to the listed Known Error KB
source a 'Windows Cluster' CI in article for details.
PRB905030 attribute the cmdb_ci_win_cluster
KB0622114 is not table, the sensor
populated does not fill in the
for discovery_source field
Windows as "ServiceNow". It
cluster and is inserted with an
Hyper-V CI empty value. CIs
created by Discovery on
cmdb_ci_hyper_v_cluster
and
cmdb_ci_hyper_v_server
also have an empty
discovery_source as
well.
Discovery CIM_ERR_INVALID_PARAMETER:
The warning
CIM_HostedShare
"CIM_ERR_INVALID_PARAMETER:
PRB690012 warning is CIM_HostedShare is
KB0598562 displayed displayed during storage
during discovery" appears when
storage discovering specific CIM
Discovery servers.
Domain Using Choice list entries

Support record created for domains do
domain not show up properly
PRB649761 does not in mobile when viewing
work for records in domains
choice lists different from the session
in mobile domain.
Domain Forced Changing the domain's

Support update on code and path can
domain potentially turn into an
PRB852436 record expensive operation
results in that updates millions of
unnecessary records in other tables.
recalculations
of the
domain
code and
path
Edge Mass Using Edge Encryption

Encryption encryption to encrypt big datasets at
fails for the same time can fail on
PRB1035510 large certain areas with large
datasets attachments.


plugins description
Visual
Foundation When no 1. Enable the Checklists plugin.
Task user ID is
PRB725136Boards, given, all 2. On an Incident form, configure
Checklist, checklist the form design and add the
Service templates Checklist formatter.
Management are 3. On the form, create a checklist.
Core returned
(instead 4. Then, click on the arrow to the
of only the right of the Checklist and select
current Save as Template.
user's 5. Navigate to
templates) checklist_template.list.
You are able to assign a Group to a

template, but it does not work because
all users (in any group) can still apply
the template.
Note: A checklist template is

different from a regular form
template. To apply it, you
need to click on the arrow
to the right of the 'Checklist'
inside the incident form.
Service Customized
Governance, In the GRC plugin,
Risk Management
record on one of the files is
and Core knowledge incorrectly named
Compliance base 'kb_knowledge_base.xml',
table is which causes
PRB956734 overwritten customized knowledge
by an base records to get
upgrade overwritten during
due to an upgrade. The file
incorrect should be named
update 'kb_knowledge_base_3e15d7209f203100
name 2920f7f8677fcf09.xml'
instead.
Governance, UCF When the 1. Install the plugin "GRC:

Risk Configurationssystem property Compliance UCF".
and records do glide.ui.escape_text
not load is set to 'false', the 2. Set the system property
Compliance
properly form interface for UCF glide.ui.escape_text to false.
PRB905229 when configurations does not 3. Navigate to Unified Compliance
glide.ui.escape_text
render properly. Integration.
is set to
'false' 4. Open the UCF record.
The page is not properly rendered.


plugins description
GRC:
Governance, Deleting, 1. Create a profile type, associate
Risk Policy updating, risk frameworks, and generate
and and and items.
Compliance
Compliance generating
Management,
items 2. Update the profile types condition.
PRB931714
GRC: simultaneously 3. Associate the risk framework
Risk causes while the profiles are being
Management
item updated.
generation
to get stuck
Notice that the item generation gets
stuck.
Guided Guided Delete list When the Domain 1. Log in to the instance.
Setup Setup action is Separation plugin is
Frameworkmissing enabled, the Delete 2. Make sure the Domain Separation
PRB831180 from list action on lists is missing plugin is installed.
KB0622729 actions of if the user's domain is 3. At the global level, go to any list
subdomains not global. view such as Incident All.
4. Click the Actions on selected
rows drop-down list at the bottom.
Note that the Delete list action is
visible.
5. Change to a different domain.
6. On the same list view, click the
Actions on selected rows drop-
down list again.
Note that the Delete list action is no

longer visible.
Guided Guided Express to 1. Zboot into a Helsinki Express

Setup Setup Enterprise instance.
Frameworkmigrated
PRB753194 customers 2. Upgrade the instance to an
cannot Istanbul Enterprise instance (any
KB0622925
launch version prior to Istanbul Patch 7).
Guided 3. Open any Guided Setup routine
Setup page.
In some cases, the page does not load

and displays only the loading icon.


plugins description
Import / Excel When using an easy

Export Import import with .xlsx
processor formatted Excel sheets,
PRB900306 error when the processor gives
using .xlsx an error. However,
format converting the file to .xls
works as expected.
The UI displays an error
similar to:
Excel Import processor
error: "Index: 41, Size:
40".
Import / Large CSV/ When importing data

Export JDBC/XLS from large CSV, JDBC,
imports or XLS files, memory
PRB944813 holds usage increases and
memory does not go down.
through
Import
process
KnowledgeCategory
Knowledge 1. Navigate to a knowledge base.
Management
Management picker does
V3 not load for 2. Click Create new article.
PRB689691 the newly 3. Click the knowledge base lookup,
created and create a new knowledge
knowledge base.
bases (for
example, 4. Click the category lookup.
while
creating an The categories do not load, and you
article) cannot create a new category.
KnowledgeKnowledge
Knowledge In earlier Helsinki In a Helsinki Patch 10 and later
Management
Management search text versions, the knowledge instance, navigate to /$knowledge.do.
V3 is no longer search box ("Search
PRB962869 translatable/ Knowledge") on the The search box has the text "Search
translated Knowledge homepage (minimum 3 characters)", instead
by default is translated by default. of "Search Knowledge" which is
In Helsinki Patch 10 translated by default depending on
and later releases, the which language plugin is activated.
search box says "Search
(minimum 3 characters)".
This text cannot be
translated.


plugins description
MarketingMarketing After 1. Install the Marketing Service

Service Service upgrade, Management plugin.
Management
Management Marketing
custom 2. Create a custom state
PRB875951 states are for a Marketing Request
deleted [sn_sm_marketing_request.state]
3. Create a marketing request and
set it to that state.
4. Upgrade the instance.
The custom state is deleted. State

flows are references with a cascade
rule of clear, and they are also be
broken.
MID Using If a user imports data to Use SFTP to transfer files or load data
Server SFTP to an instance using SSH into an instance using relative paths.
import files File Transfer Protocol
PRB671308 specified and the specified paths
KB0598970 by relative are relative, the import
path often often fails. The State
fails in the progress bar
shows Complete, but the
completion code displays
the following error:
com.glide.db.impex.datasource.DataSourceException:
java.io.IOException:
Problem opening a
handle to remote file:
Issued_moves.xls
MID AMB Client The fix for this PRB

Server on the MID allows users to disable
Server the AMB. The AMB
PRB886536 does not client on the MID
work in all Server does not work
environments;in all environments
Need a way and might need to
to revert be disabled to avoid
to old MID performance issues.
Server For more information,
polling see Introducing the MID
frequency Server.


plugins description
Performance Users are In the latest ServiceNow iOS app:

Analytics unable to
use the 1. Log in with your HI credentials.
PRB960085 ServiceNow 2. Try to add a new indicator as your
app with favorite.
HI due to
NullPointerException
errors A NullPointerException error is thrown.
in the For an indicator without a condition:
Scorecards
API 1. Create an indicator source without
any conditions (e.g. Source on the
incident table).
2. Create an indicator based on this
source without any condition.
3. Collect scores on this indicator.
4. In the ServiceNow iOS app,
navigate to your favorite
indicators, and go to the indicator
you just created.
A NullPointerException error is thrown.
Performance IE11: When these duplicate 1. Open the Detailed Scorecard for
Analytics On the breakdowns are Number of open incidents.
breakdown selected, accurate
PRB996196 tab of scores are not displayed. 2. Click on a date in the past.
detailed 3. Navigate to Breakdowns
scorecard, and choose any element for
breakdowns Assignment group.
are doubled
or tripled 4. When the Detailed Scorecard
for the first level breakdown is
opened, go to the Breakdowns
tab.
Breakdowns and related breakdowns

are shown 2 or 3 times.
Performance Default The business rule

Analytics values for that populates default
reference values can experience
PRB995883 filter have performance issues
performance when processing a large
issues data set.


plugins description
Performance
Performance After the All system properties Refer to the listed Known Error KB
Analytics Analytics Performance become read-only article for details.
Analytics after the Performance
PRB759847 plugin is Analytics plugin is
KB0621418 activated, activated if the instance
all system does not have High
properties Security Settings active.
become
read-only
if High
Security
Settings
are not
active
Performance Reference When an interactive filter 1. Create an Reference interactive

Analytics Interactive retrieves a large number filter with Reference table pointing
Filter of records, the interactive to any large table (e.g. users).
PRB718148 experiences filter loads very slowly.
slow Users also experience 2. Add relevant target table details in
performance slow performance when Related list (e.g. Incident).
when they try to select a value 3. Add the newly created filter to an
retrieving from the list and/or existing homepage or dashboard.
many remove a selection in the
records interactive filter.
for the The homepage or dashboard loads
dropdown slowly.
list


plugins description
Persistence The record The record watcher 1. Create a single-score report for
watcher structure is defective unassigned incidents.
PRB719141 fails upon when the following
a predicate two predicates are • Table: Incident
pair registered: • Aggregation: Count
between • Condition: Assigned to is
• <field>ISNOTEMPTY
<x>ISEMPTY empty
and • <field>ISEMPTY
<x>ISNOTEMPTY 2. Create a single-score report for
or, in the general case: assigned incidents.
• <field>=<x> • Table: Incident
• <field>!=<x> • Aggregation: Count
• Conditions: Assigned to is not
This issue occurs on empty
single-score reports
on a dashboard, with 3. Open a dashboard and add a tab.
Live Update enabled.
One counts unassigned 4. Click Add Content.
incidents, and the 5. Select Reports > Incident,
other counts assigned and then the name of the report
incidents. When an created in step 2. Add it to the
incident is assigned, page.
or the assignee is
removed, both reports 6. Repeat step 6 for the report
are incremented or created in step 3.
decremented via Live 7. Click Edit, and then the cogwheel
Update. The counts on each widget ("Edit Widget").
are reflected accurately Check Show real-time updates.
only when the page is
refreshed. 8. Open the incident list in a
separate tab, find an unassigned
incident, and add an assignee.
Observe that the count increases
for both widgets (you would
expect unassigned to decrease).
9. Find an assigned incident and
remove the assignee.
Observe that the count decreases
for both widgets (you would
expect unassigned to increase).
10. Refresh the dashboard.
Note that counts are now reflected

accurately.


plugins description
Persistence Change
RRD max
PRB954640 series limit
to lower
than what
is currently
allowed
Project Project Affected languages 1. Create a project.

Management workbench include Russian, Danish,
does not and Portuguese. 2. Create tasks with Ä or Ö in the
PRB909603 encode short descriptions.
scandic or 3. Open the project workbench.
characters
correctly
Scandic letters are not encoded
correctly.
Project Project Field Styles The cost tab in the status 1. Navigate to Projects > My status
Portfolio Management
not working report form does not report > New.
Management on 'Cost' change the color as
field on selected by the user. 2. In the cost tab, select a color from
PRB720206 Status The Overall Status, red, green, or yellow.
Report form Schedule, Resources, The color of the bar is not filled.
Scope tabs display color-
filled fields. 3. Repeat steps 1 and 2 in the
Schedule tab. Color-filled fields
are displayed.
Project Project When a 1. Customize the script include

Portfolio Management,
Project is DemandToProjectCreationHelper
ManagementDemand created to add demand as a parent of
Management
from a project, just before inserting the
PRB933046 Demand, demand record.
customized
code 2. Then, create a Demand.
should set 3. On the demand, select Create
the demand Project.
as the
parent of 4. Check the project record that is
the project created.
The parent is pointing to the demand,

which breaks the engine.
Reporting List List calculations such as

calculation total, average, minimum,
PRB723987 disappears and maximum values
KB0622579 once the disappear from the report
report is when Save is clicked.
saved


plugins description
Reporting Report with On a base instance with the

multiple Performance Analytics - Premium
PRB742213 dataset plugin activated:
does not
display 1. Navigate to the system property
data after glide.sys.date_format. The base
changing instance value is yyyy-MM-dd.
date format 2. Change the date format to
OOB something else, such as dd-MM-
yyyy.
3. Create a report with multiple
datasets. For example, create a
report on the Incident table and
trend on the Opened / Resolved
by date.
The report returns no data.
4. Reverse glide.sys.date_format
back to the base system detting,
yyyy-MM-dd.
5. Rerun the report.
The data is properly returned.
ReportingResponsiveIncreased Some users may

Dashboardscalls experience slow
PRB956052 against homepages. This
sys_grid_canvas_pane
is caused by a high
cause the number of calls against
slowness sys_grid_canvas_pane.
on the
homepage
in Istanbul
and Jakarta
Reporting The 'Other' The 'Other' section on Refer to the listed Known Error KB
section of a grouped reports shows article for details.
PRB691552 report does no data when clicked;
KB0596651 not display unsaved changes to
the correct reports do not display
data if the when report is run.
report is not
saved


plugins description
Reporting Unable When multiple email In an Istanbul instance:

to use addresses are
PRB903785 semicolons added and an email 1. Set up a scheduled report.
to separate is generated, the 2. Separate multiple emails in the
multiple semicolons separating Email addresses field with
emails in each email address semicolons (;).
scheduled are not replaced with a
reports comma. This prevents 3. Execute the scheduled report.
the scheduled report 4. Navigate to System Logs >
from getting emailed to Emails.
users.
The email record is in a state of 'send
- ignored'. If you open the email log
record, the semicolons between
each recipient were not converted
to commas. Updating the scheduled
report to use commas sends the report
as expected.
Security On These ACLs have

Access Express, express_security set
Control clean to 'false', so they do
Lists demo data not affect Express
generates customers. However,
PRB902940 a large after a user converts to
number of Enterprise, these ACLs
ACLs affect users.


plugins description
An upgrade When an instance 1. Activate the Security Incident
Incident Response, resets upgrades, any changes Response plugin. The plugin
ResponseSecurity custom made to Fields on provides 2 knowledge bases:
Incident configuration objects from the Security Security Incident Response
PRB945182Response on the Incident Response plugin Runbook and Security Incident.
Security are reverted.
Incident 2. Navigate to Groups > Security
group and Incident Vendors (/nav_to.do?
knowledge uri=sys_user_group.do?
base sys_id=92a26263ff0331007a6dffffffffff1c).
3. For KB Security Incident
Response Runbook and Security
Incident:
• Field: Owner: change to
System Administrator (or any
User of your choice)
• Field: Disable Category
editing: set to checked
4. For Group 'Security Incident

Vendors':
• Field: Active: set it as false
• Field: Manager: set it -
'Security Incident Manager'
All changes have been reverted to the

base instance defaults.


plugins description
Security Security Security Creating a security Install the Security Incident Response
Incident Incident Incident incident template with a plugin with demo data:
ResponseResponse Templates task cannot be reloaded
cannot be 1. Navigate to Security Incident >
in the new Angular form
PRB958627 opened Catalog Knowledge > Security
due to errors:
after Incident Templates.
creating a "Read operation against
2. Edit an existing template (e.g.
template sn_si_task_template
Botnet).
with a from scope 'rhino.global'
Task using has been refused due to 3. Add a task, and fill in the name
the new the table's cross-scope and description.
Angular access policy" 4. Add a second task, and fill in
form "Write operation against the name and description. This
sn_si_task_template second task should depend on the
from scope 'rhino.global' first task.
has been refused due to 5. Click Save.
the table's cross-scope
access policy" The template is updated
but no Task is saved in
cmdb_servicetask_product_model.
The record in
sm_m2m_somodel_stmodel
shows an Order Model, but it has
an invalid reference to the Task
Model because the task was not
created. Errors also appear (see
below).
6. Reload the template.
The template is blank.

'Read operation against
sn_si_task_template from scope
'rhino.global' has been refused due to
the table's cross-scope access policy'
'Write operation against
sn_si_task_template from scope
'rhino.global' has been refused due to
the table's cross-scope access policy'
Service Unable setValue does not work Refer to the listed Known Error KB
Catalog to set the when used to set a article for details.
value of a value for a list collector
PRB717058 list collector variable.
KB0622779


plugins description
Service When In Istanbul some

Catalog searching changes were done
in Service to improve the text
PRB828139 Catalog, search in Service
a warning Catalog (PRB667308).
message A side effect of those
frequently changes is that users are
appears presented with a blue
as you warning banner at the
type: "Your top of the page: "Your
text query text query contained
contained only common words or
only ambiguous wildcards,
common please refine your search
words or and try again" when
ambiguous typing in Stop Words.
wildcards,
please
refine your
search and
try again"
Service Variable 1. Navigate to any item with

Catalog Editor mandatory fields (e.g. sp?
Widgets: widget (sp- id=sc_cat_item&sys_id=7ee6f61e4fff0200086ee
Service variable-
editor) does 2. Add the item to the cart.
Portal
not respect 3. In the cart, click Edit.
PRB713239 mandatory
fields used 4. Clear out the mandatory field
in shopping
cart The user is able to check out the item
without filling out the mandatory fields.


plugins description
Service Catalog UI 1. Create a catalog item.

Catalog Policy does
not work on 2. Create a variable.
Widgets:
Service requested 3. Create a catalog UI policy for the
Portal items catalog item:
viewed on
PRB727410 the form • Select Applies on Catalog
page of tasks
KB0635180
the Service • Select Applies on Requested
Portal Items
• Set Run scripts in UI Type to
Both
4. Create a UI policy action for the

variable with the following:
a. Read Only=true
b. Mandatory= Leave alone
c. Visible = Leave alone
5. Using the Self-Service view,

access the catalog item. Take
note of the requested item that
was created.
6. Open the requested item created
from the Service portal using the
form page: http://instance/sp?
id=form&table=sc_req_item&sys_id=&
id of the requested item
The variable is not set to read-only.

The catalog UI policy does not take
effect on the form page of the Service
Portal.
This works as expected when the

Applies on a catalog item view
option is selected. However, selecting
this option causes the Catalog UI
Policy to take effect when user the
accesses the catalog item to order.


plugins description
Service SLA Repairing On a domain separated Refer to the listed Known Error KB
Level SLAs does instance where the SLA article for details.
Agreement not work Definition records have
(SLA) when SLA been created/updated to
Definitions be in specific domains,
PRB709382 are in using "Repair SLAs" will
KB0622898 domains only work if your current
different session domain is the
than the same as the domain
current one of the Task (or Tasks)
that the SLAs are being
repaired for.
Service Auto- Manual MID Server

Mapping upgrade upgrades are successful,
of the MID but automatic upgrades
PRB661196 Server fails fail. When the upgrade
fails, the MID Server
is down, and the only
way to recover the MID
Server is to download it
and manually reinstall it.
Service Read-only Clickthrough on 1. Go to any catalog item (e.g.

Portal referenced reference fields in Blackberry).
variables the Service Portal
PRB724097 cannot be are disabled, even if 2. Add a reference variable to the
previewed the system property item and point it to a table such as
by users sys_user.
glide.sc.variable.reference.clickthrough
who have is set to true. 3. Make the field be read-only via a
read catalog UI policy dependent on
access "replacement" variable if "yes" is
to the selected as an option.
referenced
record 4. In the Service Portal, open the
catalog item.
5. Select a value in the reference
field (any user).
6. Select yes as the "replacement"
option. (This will turn the
reference field to read-only).
Expected behavior: Even if the

field is read-only, the clickthrough
property should allow the user to open
reference field variables.
Actual behavior: The property is
ignored and the reference field
clickthrough is disabled via CSS.


plugins description
Service Buttons in The Service Portal 'Ask 1. Activate a language plugin.

Portal TinyMCE a Question' and 'Form'
HTML widgets use a TinyMCE 2. Switch to that language.
PRB1031044 editor used editor, and its buttons 3. View the /sp?
in Ask a are not translated. id=sqanda_new_question page.
Question
widget
and Form In the HTML editor, the buttons and
widget their tooltips are not translated.
are not
translated
Service Mandatory The alert texts "The Refer to the listed Known Error KB
Portal field alert following mandatory article for details.
is not fields are not filled in"
PRB723439 translated and "The following fields
KB0622405 are incomplete" are not
translated in the Service
Portal.
Service Syntax When When viewing KB Make sure you have the 'Service
Portal Editor users are category in Service Portal for Enterprise Service
viewing Portal, it downloads all Management' plugin enabled with
PRB745319 a KB the article attachments. demo data loaded.
category,
all the 1. Open one of the KB articles.
article 2. Attach an image to the text
attachments content. For example, upload
start to an image for KB0000008 as an
download attachment, and insert the image
into the text content.
3. Navigate to the default demo
Service Portal home page (https://
[instance URL]/sp).
4. Click Knowledge Base.
5. Open the browser developer
tools and monitor the Network
activities.
6. On the Service Portal page,
click one of the categories,
which contains the KB you
added attachments in step 2. For
example, the 'Devices' category
which contains 'KB0000008'.
Notice the network activities are

downloading the KB attachments even
the KB is not opened yet.


plugins description
Service Help text Help text does not 1. Create a new catalog item with a
Portal does not appear for the label label variable.
show for type variable within
PRB740041 Label the Service Catalog. 2. Under the annotation tab for the
variables However, they appear variable, add help text.
outside of the Service 3. Ensure the Show help checkbox
Portal within the normal is checked.
Service Catalog.
4. Navigate to the Service Portal and
open the item.
No help text is displayed for the label

type variable.
Survey Service Mandatory 1. Create a survey ($ng_sd.do).

Portal
Management survey
Surveys fields show 2. Drag any controls to the survey
PRB945266 up as non- area, click the gear icon, and
mandatory check Mandatory.
in the 3. Save and publish the survey.
Service
Portal for 4. Through the Service Portal,
languages access the survey: sp?
other than id=take_survey&type_id=SYS_ID_OF_THE_C
English
If you have English set to your system
language, the mandatory fields appear
correctly, and you cannot submit the
survey until the fields are filled.
In any other language, the fields are
not mandatory and you can submit the
survey.
Survey 'Take A user can access a 1. Add the My Surveys widget to the
Management Survey' Service Portal with a homepage.
widget fails URL suffix of "sp" using
PRB806545 to save/ 2. Impersonate a user who has a
either of the following
submit 'Ready to Take' survey instance.
URLs:
when 3. Open the Service Portal via
the URL 1. https:// the following URL: https://
contains instance.service- instance.service-now.com/sp/
a trailing now.com/sp
slash 4. From the My Surveys widget,
2. https:// open the survey.
instance.service-
now.com/sp/ 5. Once the survey loads, click Get
Started.
When using the second 6. Complete part of the survey and
URL, the Take Survey click Save.
widget no longer works.
The following error message is
displayed: "Something went wrong.
Please try again later."


plugins description
Survey Service Need to In the Service Portal, As an admin:

Portal
Management escape the 'My Surveys' and
Surveys messages 'Take Survey' widgets 1. Assign a survey to sys admin.
PRB925337 in the can crash while loading 2. Activate the Italian language
Service a survey page. This plugin, and change the language
Portal 'My issue occurs when to Italian.
Surveys' a message contains
and 'Take special characters, such 3. Navigate to theService Portal
Survey' as apostrophes. and take the survey /sp?
widgets id=take_survey&type_id=87186844d72111001
The survey does not load.
Update Extremely Users cannot commit 1. Create 200,000 blank

Sets large update sets that contain sys_variable_value records.
SysUpdateLog
workflows.
PRB963605 prevents 2. Import a remote update set with a
update published workflow.
set from 3. Preview the remote update set.
committing
4. Commit the remote update set
Expected result: The update set

commits with no errors.
Actual result: The Update set
does not commit properly and has
errors in the localhost log similar to
"FAILED TRYING TO EXECUTE ON
CONNECTION".
Upgrade Collision If an instance has

Engine detector a high number of
Issues loads sys_metadata_delete
update records (e.g. 6 million),
PRB951491 names for the node suffers
sys_metadata_delete
from performance
records, degradation.
which as
a result
can run the
node low
on or out of
memory
Workflow Stages Stages do not always

are broken appear before approving
PRB966284 in French a workflow in the
before Request level. After the
approving Request level approval is
in the given, the stages appear.
Request
level


plugins description
Workflow Variable of
Workflow
PRB759067 Activity
and its
Type and
Annotation
are missing
in Form
Design
page
• MID Server
• Introducing the MID Server
The AMB client on the MID Server does not work in all environments and might need to be disabled
to avoid performance issues.
releases.
Istanbul Patch 6
Istanbul Patch 6 was released on June 5, 2017. Build date: 05-19-2017_1034

Build tag: glide-

istanbul-09-23-2016__patch6-05-02-2017
KB0622599.
Notable Fixes
significant fixes.

description
After upgrading
Asynchronous MID Server can go down due to a thread Refer to the listed
Message to Helsinki, leak that causes the MID Server to run out Known Error KB article
Bus HttpClient of memory and go down. for details.
thread count
PRB732813 grows on the
KB0621950 MID Server
Memory leak
Asynchronous In Istanbul, a memory leak has been Refer to the listed
Message may prevent discovered that prevents the AMB session Known Error KB article
Bus AMB (chat, message queue from being flushed for details.
record watcher, correctly.
PRB935863 etc.) messages
KB0622397 from being
sent when
session_message_queue_size
reaches
capacity
UI Policy/IllegalStateException:
On a list view, when hovering over the Refer to the listed
Client Table name reference icon, errors occur in the logs. Known Error KB article
Script cannot be null for details.
on popup from
PRB729439 sysapproval_approver_list
KB0622435


description
Express to Some ACLs After an Express to Enterprise conversion

Enterprise remain after on a Helsinki, Geneva, or Fuji instance,
an Express some ACLs remain that prevent Enterprise
PRB910543 to Enterprise admins from fully accessing script fields
conversion pre- and other tables/fields.
Istanbul
Service Record When creating a record (for example, an

Portal producer in incident) via a record producer in Service
Service Portal Portal, the variables are added to the
PRB701701 places variable variable editor in a different order than
sets in different when they were created via the regular
order in the Service Catalog. The record created by
variable editor Service Portal puts the variables in order
without respecting the variable sets. The
records created outside of Service Portal
respect the order of the variable sets.
General performance improvements
Istanbul Patch 6 also contains performance improvements for the ServiceNow platform and user interface.

All Other Fixes

plugins description
Archiving Restored A restored record 1. Enable the data archiving plugin.

record URL points to the
PRB913668 points to archive table instead For more information, see the
archive of the original table, for documentation topic Activate data
KB0622471
table example, ar_incident archiving.
instead instead of incident. 2. Set up archiving rules for a table,
of original for example, the incident table.
table
3. Archive a few records.
4. Restore the archived records.
A message suggests record
restored to original table, for
example, incident.
5. Go to the original table, for
example, incident, and open the
restored record.
Note that the URL points to the archive

table instead of the original table,
for example, ar_incident instead of
incident.
Note also that there are now duplicate
records, one in the original table and
one in the archive table. This causes
the UI action Archive Record to fail
with the message "No Archive table
defined in Archive Map for: archive
table name"
Authentication Patching
or update
PRB654728 results in
SAML2
installation
exit
activation,
even
though
MultiSSO is
active
Change Change CAB The CAB Workbench

Management
Management Workbench Widgets unnecessarily
- CAB dependenciesload on all Service Portal
PRB716162
Workbenchload on all pages.
Service
Portal
pages


plugins description
Chat Connect Connect In Helsinki and Istanbul, 1. Clear out all live_group_member
throws 500 error messages appear records on the instance.
PRB825291 error when in System Logs > Errors.
resetUnreadCount 2. Navigate to the $c.do tab.
KB0623061
is called on 3. Switch to a different tab.
an empty
conversation 4. Switch back to the $c.do tab.
Browser shows the HTTP request tries

to call /api/now/connect/conversations/
undefined
Chat Configuring Although the 1. Activate the Connect Support

roles in connect.roles system plugin.
PRB890629 connect.roles property does impact
system Connect Support, 2. Go to sys_properties_list.do and
property blocking end users set the connect.roles system
prevents who do not have the property value to the chat_admin
users role configured in this role or any other role.
without the property from using 3. Log in as or impersonate a user
role from Chat is incorrect system that does not have the configured
initiating behavior. role as per this system property.
Connect
Support 4. Initiate a chat request as this user.
chats
The following message is displayed:
The administrator has restricted
access to Connect.
Chat NG When Typing a user's name 1. Click Connect Chat.

shared trying to in a new Connect chat
PRB915079
components
create a does not pull up a list of 2. To add user(s) to the chat, click +.
new chat users. 3. Type a name (e.g. Abel).
conversation
on IE,
the list of On Chrome, it displays a list of
users is not users that match the name typed in.
displayed However, on IE, the window appears
to be cut off and the list of users is not
displayed.
Cloud Azure
Management daily billing
Application downloads
results are
PRB749455 missing
some data,
especially
at the
end of the
month


plugins description
Contextual Contextual Contextual search fails, 1. Go to incident.do.

Search search and errors appear in the
fails and logs. 2. Paste the following string in the
PRB725034 exceptions Short description field:
appear in HSRVBWD1 Disk Free: C:\\ 4 %
the log (Free Space) is below the error
limit of 5 % in Free Space
Contextual search fails and you can

see the exceptions in the log.
CustomerAssignmentClicking When a user clicks 1. Navigate to Customer Service >

Service Workbench,
'Find Agent' 'Find Agent' for Cases > Create New.
Resource and 'Save' the assigned_to
Management
Matching on new 2. Populate some fields.
field on a new
PRB944837
Engine sn_customerservice_case
sn_customerservice_case 3. Click the Find Agents icon next
records record and saves the to the Assigned to (assigned_to)
throws record, they receive an field, select a user, and click
an error error message. Then, Assign.
message, a new record is created
and a new with only the assigned_to Note that the "assigned_to" field
record does not get populated.
field populated.
with only 4. Click Submit or Save in the form
assigned_to The error message is header.
field "Unique Key violation
populated detected by database
(Duplicate entry Expected result: A new case with all of
is created
the fields populated in steps 2 and 3
'29745177dbc23200df5d591e5e961964'
for key 'PRIMARY')" should be created.
This issue does not Actual result:

affect existing records. • The user receives the error
"Unique Key violation detected
by database (Duplicate entry
"29745177dbc23200df5d591e5e961964"
for key "PRIMARY")".
• "Invalid insert" is displayed on the
new record form. The record does
not get saved.
• An empty case is created with
no fields but the Assigned to
(assigned_to) field populated. Note
its sys_id is the one shown in the
error message.


plugins description
Discovery Linux - Node performance is

Storage noticeably affected when
PRB733653 sensor for running large sensors.
computers
with lots
of disks
will run
instance
node out
of memory
and cause
a restart
Discovery Memory Load balancer sensors Refer to the listed Known Error KB
issues can be cancelled and/or article for details.
PRB718782 when cause memory problems
KB0622023 processing on a given node with
load very large payloads (e.g.
balancer above 2MB, typically
exploration containing several
sensors thousand OID values or
with large more).
payloads
(SNMP - The fix for this PRB
Netscaler adds the result_format
- System parameter. This
and SNMP parameter returns JSON
- F5 BIG-IP formatted payloads for
- System) the SNMP - F5 BIG-IP
- System and SNMP
- Netscaler - System
probes. See SNMP
probe parameters for
details.
Discovery SNMP Some devices (such Refer to the listed Known Error KB
GETBULK as F5) do not respond article for details.
PRB676611 requests to SNMP GETBULK
KB0596812 might not requests, but they do
return respond to the traditional
results GETNEXT requests.
from some
devices


plugins description
Domain Table When the Domain Refer to the listed Known Error KB
Support upgrades Hierarchy Validation job article for details.
and the runs its nightly validation
PRB756920 Domain (also seen on table
KB0622773 Hierarchy upgrades) on large
Validation tables that are domain
job cause separated, severe
database performance issues can
performance occur on the database
issues such as longer response
times and semaphore
exhaustion across all
nodes.
Domain Optimize Changing a domain 1. Create a domain-separated table

Support domain hierarchy uses inefficient with many records (e.g. 100
hierarchy queries. These should be million or more) and assign most
PRB734803 change optimized for scalability of them to the global domain.
updates and performance.
2. To trigger the domain path
updater job, change the domain
hierarchy.
This takes over 10 minutes to

complete, and other operations to the
table are blocked.
Email Events If the case does not

inserted match the case in
PRB910614 in event the event registry,
queue notifications are not sent
are case- out.
sensitive,
which can
impair
notifications


plugins description
Field Agent As an The entries can be 1. Create two cases. Ensure one
Service Schedule admin, viewed from Agent case has an actual end date and
Management when a Personal Events, but the other does not have an end
new Agent they do not appear on date.
PRB933502 personal the calendar.
event is 2. Assign both cases to the same
within user (e.g. Abel Tuter).
the My 3. Impersonate Abel Tuter.
Schedule
calendar, 4. Go to Field Service / My
the record schedule. Make sure you have
is created the configuration to show cases
but it does on the calendar.
not display 5. Add a new event and save it.
on the
Note the cases does not show up
calendar
on the calendar.
6. Impersonate admin.
Note this event is added to the Agent

Personal Schedule.
Filters For Queries using the On an instance running Oracle DB:

instances Tags feature return a
PRB744029 running "column ambiguously 1. Set the
Oracle defined" error when the glide.secondary.query.sysid
DB, when glide.secondary.query.sysid property to true.
glide.secondary.query.sysid
property is enabled 2. Create some tags from any task
is set to on an instance using record.
true, DB Oracle.
errors 3. Run a query against the tag.
occur when
filtering A DB syntax error occurs: "column
against ambiguously defined".
tags


plugins description
Financial Project Cost 1. Create a project.

ManagementPortfolio Breakdown
Suite rounding 2. Create a cost plan that spans
PRB737281 with results on three months.
Financials incorrect 3. For the cost plan, enter either a
cost and Capex or Opex amount of 2,000
budget and save.
totals
See that the Estimated Cost is
2,000.01 and not 2,000.
4. Create a Capex or Opex budget
for the project of 2,000 and save.
5. Open the Cost Breakdown and
configure the list so that there
is a column total on the Budget
column.
The total is 2,000.04 when it should be

2,000. Note that the rounding can be
up or down. For example, if there is a
three-period cost plan of 1000, three
records are created at 333.33 each,
totaling to 999.99.
Financial Financial Deleting a When a record is deleted 1. Activate the Financial

ManagementManagementrecord on on the Cost Model table Management
the Cost (itfm_cost_model), all [com.snc.financial_management]
PRB915823 Model table records are deleted plugin.
(itfm_cost_model)
from the Bucket
deletes all Allocation Rules table 2. Navigate to Cost Transparency >
records (itfm_bucket_allocation_rule). Cost Models > All
from This occurs regardless ("itfm_cost_model" table).
Bucket of which record was 3. Create 2 or more cost models.
Allocation deleted from the Cost
Rules Model table. 4. Create some records in the
(itfm_bucket_allocation_rule) itfm_bucket_allocation_rule table
table related to buckets for the cost
models created in step 3.
5. Delete one of the cost models.
All records from

itfm_bucket_allocation_rule are
deleted, regardless of the cost model
related they are related to.


plugins description
Forms NG Angular- 1. Create an incident with 200

and shared based activity stream entries.
Fields components
resizable
text fields 2. Go to that incident.
PRB718474 spin up 3. Scroll up and down repeatedly
CPU with the task manager open.
repeatedly
and
indefinitely Note that the CPU spikes as high as
100% and stays in the 10-30% range.
Human Human Issue with Reference fields On an instance with 60000 or more
Resources
Resources looking populate slowly because users in the sys_user table:
Service Scoped up or many rows are returned.
1. Create a case.
App:
Management populating
Core, reference 2. For the Opened for field, click the
PRB906215
Human fields Look up using list icon.
Resources
Scoped The reference field is too slow to
App: populate all the users.
Service
Portal
LDAP
Integrations LDAP After the LDAP
Support synced authentication is turned
PRB738710 Enhanced users are on and all configurations
UI not able are complete, LDAP
to login synced users cannot
because log in. In the LDAP log,
"No DN users see messages
returned for such as:
[user_name]"
• <User name> cannot
login
• No DN field returned
for <User name>
• No user information
found in ldap for
<User name>
KnowledgeOutput
Knowledge When a non-admin
Management
Management warning user tries to create a
V3 message kb_knowledge article,
PRB673022 occurs they will notice errors in
when the logs.
opening
the New
Knowledge
Record
form
without
admin role


plugins description
KnowledgeIn IE11, the

Knowledge In IE11, the top-right 1. Navigate to Contextual Search >
Management
Management scroll bar of kb_view and kb_find Table Configuration.
V3 overwrites pages are covered by
PRB670593 the content IE's scroll bar. 2. Select the incident.
displayed 3. Uncheck active.
with
Knowledge 4. Create an incident. In the short
search from description, type system, then
Incidents select the knowledge book at the
end of the field.
Notice the vertical scrollbar overlaps

on the far right.
KnowledgeCMS - In
Knowledge When a knowledge 1. In an OOB instance, go to the
Management
Management Knowledge, article is loaded through ESS.
V3 the 'Copy the CMS, the 'Copy
PRB829734 permalink' Permalink' and other 2. Click Knowledge.
link does elements are cut off. 3. Search for an article and click on
not display These can only be it.
upon page accessed by tabbing
load of a through to the bottom of
KB article the page. The "Copy permalink" link does not
appear.
Social
Knowledge Favorite The Favorite button is
Q&A
Management button is broken on Knowledge
broken on questions. However, the
PRB754840 Knowledge button outline appears
questions when a user hovers over
the space next to the
back button on the form
header.
Lists Reference When attempting to auto- 1. Navigate to Incident > Open (or
field complete a reference fix targets or stories).
PRB721465 autocomplete/field value in a filter, the
typeahead input field is covered 2. Open the filter builder and add a
KB0598844
blocks with the suggestions list. new AND clause.
the filter's When only one result is 3. Choose Configuration Item
reference returned, a one-item list (Problem on HI, or Target Branch
input field appears above the text for fix target or story).
and when field, but you need to use
editing a list the down arrow to select 4. Tab over to the text area and type
it using the keyboard. a single character.
Note that suggestions appear starting

above the text area and continuing
down over the top of it


plugins description
Mobile Mobile Clearing

UI, NG and adding
PRB719371
shared options to a
components
choice field
multiple
times in a
client script
does not
work as
expected
Performance Additional Additional Conditions

Analytics Conditions for indicators does not
for work correctly in two
PRB718182 Indicators scenarios:
does
not work • "IS NOT" condition
correctly does not exclude
in two NULL values
scenarios (whereas in other
and filters / condition
impacts buildings it does
data exclude NULL values)
collection • "IS SAME AS" is case
sensitive in PA but
not in the list view
When a user upgrades

from Fuji to Helsinki
with the additional
conditions configured
in Fuji (and working
as expected), they do
not work correctly in
Helsinki.
Performance
Performance During The migrator does
Analytics Analytics migration not explicitly release
the db database connections
PRB881264 connections after executing each
are not queries (select and
released insert). Under some
and the conditions. the migrator
data may start along
collector with data collectors.
can keep Data collectors are
running in deactivated manually
memory before migration;
space however, they still run
in memory space, which
causes unexpected
duplicates in the new
scores table and
migration failure.


plugins description
Performance PA Certain users are Navigate to Performance Analytics >

Analytics Dashboards having an issue with Dashboards.
not the dashboard page
PRB917832 loading - loading correctly. They You will see a white page and no list of
get a white page and the dashboards.
error dashboard drop-down list
does not load.
Performance
Performance Running a Memory issues occur 1. Install Performance Analytics
Analytics Analytics historical while running a historical - Content Pack - Configuration
- data data collection on CMDB Management (CMDB).
PRB850442 Content collection content.
Pack - (relative 2. Navigate to Performance
Configuration
start = 60 Analytics > Jobs.
Management months) 3. Execute [PA CMDB] Historic
(CMDB) results in Data Collection.
memory
issues
Performance The
Analytics Performance
Analytics
PRB913735 Scores
Migration
Monitor
should
not reset
migration
duration
after the job
has run for
24 hours
Performance Log 1. Run score migration in the

Analytics information instance.
contains
PRB921433 incorrect 2. Find the logs for
information PAScoresMigrater.
about
amount of The number of migrated new scores
scores in the log does not match the number
of scores in the pa_scores_l1 and l2
tables.


plugins description
Performance After 1. Modify system property to use old

Analytics migration scores table
fails, users
PRB917654 are unable 2. Run any PA collection job to
to rerun collector some scores, and make
migration sure that some 2nd level scores
are collected.
3. Navigate to pa_scores list,
choose a 1st level score which
is "parent" of a 2nd level score.
Make duplicates manually
for this score with the same
information (indicator, breakdown,
element, breakdown_level2,
element_level2, start_at,
sys_domain) combination as the
original score.
4. Activate the PA scores migration
plugin.
5. Check migration monitor page.
It shows that the migration failed.
6. Navigate to sys_trigger list, and
search for name="Migrate old
scores".
7. Right-click the record and click
Execute Now.
Expected result: Migration is started

and failed again.
Actual result: Migration is not started.
Performance The large The progress bar is

Analytics pa_score_table
important because it
'Scores informs users that the
PRB921428 Migration migration has started.
Monitor' The progress bar should
takes a be updated in a timely
long time to manner.
update the
progress
bar inform
users about
migration
staring


plugins description
Performance
Performance Business
Analytics Analytics rule to
update
PRB711874 scores_modified_at
is not
present for
pa_scores_l1
and
pa_scores_l2
Performance
Performance The script The script 'Check
Analytics Analytics "Check duplicated scores
duplicated before migration' checks
PRB850470 scores for duplicate scores
before on indicators and
migration" breakdowns that have
also checks already been deleted,
invalid but the scores were not.
indicators/
breakdowns
for
duplicates
Persistence When Using the view in a 1. Activate the 'Database Column

a task report or via 'Try it' Offrow Migration' plugin.
PRB756253 column results in an error:
is moved "Syntax Error or Access 2. Create a string column on task
into offrow Rule Violation detected with length of 4000.
storage, by database (Unknown 3. On the Dictionary record for the
it breaks column 'XXXX.XXXX' in new column, click the Move
certain 'on clause') ". Column Offrow related link, and
database click Start to confirm the action.
views that
include 4. Now open one of the following
tables that database view records, and click
extend task Try it:
• incident_sla
• incident_metric
• incident_time_worked
• problem_metric
• task_survey_detail
You receive an error message:

"Syntax Error or Access Rule Violation
detected by database (Unknown
column 'task_survey_detail0.sys_id' in
'on clause')".


plugins description
Persistence Recording Scheduled jobs inserted

state during a rollback
PRB862105 changes recording context set
between the 'rollback_context_id'
"finished field on sys_trigger to the
recording" rollback context being
and "in recorded. When such
progress" jobs are triggered, they
append to that rollback
context.
Platform Clicking
Performance View
Map on
PRB945880 a Service
Mapping
Business
Service
form
triggers
cache
flush and
instance
becomes
unusable
Platform ContextualExcessive
Security Security number of
records on
PRB711306 'sys_user_role_contains'
table can
cause the
RoleManagementListener.java
to stall an
upgrade


plugins description
Platform Scoped Many error messages 1. Create a new scoped application.

Security Admin appear when a user
– Error navigates to a group that 2. Create two roles: sn_app_user
PRB691031 messages grants a scoped role, if and sn_app_admin. Make
appear the user does not have sn_app_user only assignable by
when the proper role to assign sn_app_admin.
navigating it. 3. Give one user sn_app_admin. Do
to a group not give this role to the system
that grants admin.
a scoped
role 4. Create a group that assigns the
role sn_app_user.
5. Turn on scoped administration.
6. As admin (not scoped admin),
navigate to the group you created.
7. Refresh the page.
Error messages appear.
Platform Role This issue occurs 1. Navigate to the sys_user_group

Security Management because the table.
V2: No data sys_audit_role table is
PRB731078 displays in not correctly associating 2. Open the HR record.
the 'Audit entries to the groups the 3. Right-click the form header and
Roles > roles came from. click Configure > Related Lists.
Granted
by Group' The fix for this 4. Add the 'Audit Roles > Granted
related PRB adds the by Group' related list.
list on glide.role_management.v2.audit_roles
5. In the Roles related list, add or
property, which allows
sys_user_group remove a role to the group.
the Audit Roles
table to create audit The form will reload with
records when user addinfomessages.
roles change after the 6. Scroll down to the Audit Roles
Contextual Security: related list.
Role Management V2
plugin is installed. For There are no records.
details, see Enable
role auditing with Expected behavior: There is a link to
Contextual Security: each sys_audit_role record that was
Role Management created, because a user received or
Enhancements. lost a role associated to this group.
Actual behavior: No information is
shown. The sys_audit_role records
created are not associated to the
group.


plugins description
Platform Contextualfix_sys_user_has_role
On an instance with the
Security Security: fix script com.glide.role_management.inh_count
Role should not plugin activated, the
PRB904608Managementrun during fix_sys_user_has_role
Enhancements
upgrade fix script should not
run during an upgrade.
The fix script can
cause the upgrade
to stall for instances
with large number of
sys_user_has_role
records.
Procurement
Procurement Destination Activate the Procurement plugin with
stockroom demo data.
PRB931634 in add
transfer 1. Navigate to Service Catalog
order > Hardware Items > Printers
returns no > Canon imageCLASS Laser
values if Printer.
glide.invalid_query.returns_no_rows 2. Click Order Now.
is set to
'true' 3. Then, click the Request Number
(e.g. REQ0010001) > Catalog
Task tab > Catalog Task number
(e.g. SCTASK0010001) > Source
Request.
4. Click Add Transfer Order.
5. Click Destination Stockroom.
Notice that it has values in it.
6. In sys_properties, add property
and set the value to true.
7. Repeat steps 1-5.
The Destination Stockroom is empty.
Project When the When a template is

Management Project created for a project,
template the project template
PRB708985 is used, has project tasks. If a
attachments project task contains
do not an attachment in the
stay on the template, the attachment
project task is added to the project
record, but not to the
project task.


plugins description
Project Project Non-admin A user with the Prerequisites

Management
Management users project_manager role is
cannot able to create records for • The High Security plugin is
PRB716372 see data the pm_project_task_link activated with the default setting
for Project table. However, they are Deny.
Task Link not able to view these • The Project Management plugins
(pm_project_task_link)
same records because are activated.
the Project Task Link • The Project Task Link related list
(pm_project_task_link) is configured on the Project Task
table is missing a 'read form.
table level' ACL.
Steps to reproduce
1. Impersonate any user with the
project_manager role.
2. Go to any existing project, and
create and save a new Project
Task.
The 'Create Change and link from
Project Task' related link should
appear on the form. Observe that
even though the Project Task
Link record is created, neither the
Project Task Link related list nor
the table data is displayed on the
form. This occurs because the
table is missing a 'read table level'
ACL for this table.
3. Now create a table level Read
ACL for this table.
4. Reload the Project Task record.
The Project Task Link related list
is displayed, including the data
generated.
Project Updating The same users will get 1. Create a new project, and give it
Management a Project notified twice for what a start and end date. Do not add
record's should be a single event. any tasks.
PRB721813 state to
'Work in 2. Save.
Progress' 3. Click Start project.
is saved
as two 4. Right-click the header, and select
updates History > List > Show matching
on the State field.
The history shows two entries for the

project entering the 'Work in progress'
state.


plugins description
Project Cost Plan 1. Set the User/System timezone to

Management breakdown PST.
is incorrect
PRB671437 for 2. Perform all the prerequisites for
resource financial planning.
plans with 3. Create a project.
weekly
distribution 4. Create a resource plan between
when the October 10 to December 10 with
plan date weekly allocations.
is across 5. Open the cost plan created for the
Daylight resource plan, and verify the cost
Savings and cost plan breakdown.
Time
Expected behavior: The cost plan
breakdown correctly displays the cost.
Actual behavior: The cost plan
breakdown displays an incorrect cost.
1. Create a resource plan for the
same project between 2016-09-01
and 2016-11-01.
2. Check the cost plan.
Expected behavior: The total cost is

$8000.
Actual behavior: The total cost is
displayed as $7500.
Project Project In List view "current.sys_class_name" 1. Open pm_project_task_list.do.

Portfolio Management,
"current.sys_class_name"
evaluates as undefined
Problem evaluates when used in ACL 2. Configure the list layout and add
Management
Tasks as scripts and when the dot-walked field Project (Sub
PRB710682 undefined, the ACL is executed tree root).Short Description.
causing while pulling list As an admin you will be able to
ACLs to data. The same see the short description field.
fail for dot- "current.sys_class_name"
walked evaluates properly when 3. Impersonate it_project_user.
fields the ACL is executed from 4. Open the project task list.
a form allowing the ACL
to pass.
You will no longer see the short
description.


plugins description
Project Project PPMFundManager

The PPMFundManager 1. Set up a financial calendar to
Portfolio Portfolio script script include incorrectly follow the normal calendar (1
ManagementSuite needs to be counts some postings year, 4 quarters, 12 months).
with corrected twice. Due to the
PRB720499 Financials way that the query 2. Go to fm_expense_line, and enter
is constructed, if an an expense with the date March
expense line is added on 31. Then, relate the expense to a
March 31st, it will count task.
in both March and in 3. Change the state of the expense
April, and the cost will line to Processed.
be allocated twice on the
Cost Plan Breakdown. 4. Open the cost_plan_breakdown
and filter on the task selected in
step 2.
Notice that the cost of the invoice is

allocated to both March and April.
ResourceResource Empty rows 1. Create a resource group with

Management
Management are shown more than 20 members.
in resource
PRB713516 availability 2. Navigate to Resource reports.
reports 3. Select:
when there
are more • Report type: Availability
than 1000 • Entity type: Group
data points • Group: Created in step1
• Members: all members
• Zoom level: Weekly
• Report duration: 1 Year
4. Click Run.
The resource availability report has

blank rows.
Concurrency
Incident Response issues with
Response Vulnerability
Response
PRB916379 integrations
via MID
Server


plugins description
Server Dot-walking If a user configure a list

Side through a to add a dot-walk to the
Scripting reference tags field of a reference,
to tags field the list no longer displays
PRB634999 results in properly. The user
Syntax receives these listed
Error or errors when viewing the
Access list:
Rule
Violation • MySQL: Syntax
Error or Access
Rule Violation
detected by database
(Unknown column
'task4.sys_tags' in
'field list')
• Oracle: Syntax
Error or Access
Rule Violation
detected by database
(ORA-00904:
"TASK1"."sys_tags":
invalid identifier)
Service If a variable If a variable value 1. Create a Catalog item with a

Catalog value contains unprintable single-line text variable.
contains ASCII characters which
PRB810213 unprintable 2. To open the item in the catalog,
are invalid XML once
ASCII click Try it.
encoded (e.g. ,
characters, ), the Edit Cart and 3. Copy/paste text into the variable,
the Edit 2-step Checkout pages including some hieroglyphs
Cart and will not load. starting with 17h, followed by
2-step "proper text after unprintable
Checkout If a user pastes a value characters".
pages will into a catalog item
not load string variable, which 4. Add to cart.
includes unprintable Note that a sc_item_option record
ASCII characters: now exists with this value.
1. The value will be 5. Click Edit Cart.
saved in the cart
item sc_item_option This loads the
record. 'com.glideapp.servicecatalog_cart_view_v2'
UI Page that is also used for 2-
2. The Edit Cart/2 step checkout.
step checkout page
(com.glideapp.servicecatalog_cart_view_v2)
will not load with Note the error: "Character reference
an error such as "&#17" is an invalid XML character."
"Character reference
"&#16" is an invalid
XML character."


plugins description
Service Unable When the High Security This issue occurs only when
Catalog to add plugin is not activated, High Security Settings Plugin
variables users are unable to (com.glide.high_security) is not
PRB720592 to Service create new variables enabled.
KB0598710 Catalog after upgrading the
items instance to Helsinki. 1. Log in to an instance as a
Some base system ACLs catalog_admin or catalog_editor.
are missing. 2. Navigate to Service Catalog >
Catalog Definitions > Maintain
Items.
3. Click New.
4. In the Variables section or tab,
click New.
Note that all of the fields are read-only.
Service Slow Currently, the out of 1. Create many (50k) sc_req_item

Catalog performance box business rule records with an empty
when 'Reduce request price sc_request value
PRB731372 'Reduce - approval change'
request does not validate if 2. Create an approval on a
KB0622774
price - sc_req_item.request has sc_req_item
approval a valid sys_id. When it 3. Change the sourceTable of the
change' runs, if there are many approval to sc_req_item, to
business requested items with an trigger the business rule
rule scans empty request, then all
sc_request_item
of them will be checked.
records This can cause slow Observe slow performance as the
with no performance on the business rule scans all the orphaned
sc_request affected node. sc_req_item records.
value
Service Category If a category on Service

Catalog on Service Catalog is created to
Catalog contain a Content Item,
PRB868312 that and it gets added to Self
contains Service Page, it will not
a Content be visible to non-admin
Item will not users upon an upgrade
be visible to Istanbul.
to non-
admin user
on Self-
Service
homepage
Service Problem
Catalog occurs with
user criteria
PRB723546 cache if
more than
one locale
is installed


plugins description
Service Service Service New Call passes 1. Install the Service desk plugin.
Desk: Desk Request parameters via URL to
Call Call from a New create Service Requests. 2. Create a new call (new_call) and
Call not If the New Call has populate the form fields with the
PRB724388 created long description text following sample values (or use
and screen that contains special your own values):
KB0598601
is blank if characters and TinyURL • Call Type: Request
description is invoked, it fails to • Caller: Demo user Abel Tuter
is long and encode them. The
• Request Item: Access
contains Service Request is
special not created, and a • Description: "Leading 2%
cash" and additional text that
characters blank screen instead
is longer than 1024 character
of the shopping cart is
(the value on the property
displayed on the first
glide.tiny_url_min_length).
step of this process.
3. Click Submit.
Note that submission of the form

redirects to a blank screen and an
error is logged in the localhost logs.
Service Displaying The condition to display

Level the 'Repair (or not display) the UI
Agreement SLAs' UI action link can trigger the
(SLA) action compacting or expanding
can be of rows. However, only a
PRB898575 slow when count is needed, not the
a large actual records.
number of
contract
SLAs is
defined
Service Identification When discovering

Mapping engine the included item
error when cmdb_ci_db_mssql_database
PRB752089 discovering running on a Windows
included host which is part of a
MSSQL cluster, users sometimes
database get an identification
on engine error.
Windows
machine
with OS
Cluster


plugins description
Service Pattern An error occurs, and 1. Debug some pattern.

Mapping Debugger: the variable appears to
'Retrieve 2. From inside a library step, add
be evaluated as empty.
PRB922651 file' and parse file or parse command step.
These do work when a
'Run constant expression is 3. Add an expression (path or
Command' used (simple string). command) using variables.
from a step
inside a For example, if the 4. Click Retrieve file or Run
library does variable config_directory Command.
not work is "/tmp" and the
when using following is used: An error will appear.
variables $config_directory + "/
a.conf", then retrieving
the file returns an error.
Otherwise, if "/tmp/
a.conf" is used, then
the file is returned as
expected.
Service Lookup The Lookup Select

Portal Select Box Box does not populate
does not correctly in the Service
PRB733163 populate Portal when the
correctly in reference qualifier
the Service is based on a script
Portal include that calls
GlideDBObjectManager.getTables()
on the current item,
and the current item
is extended from
sc_cat_item. Under
certain conditions,
scripting will fail.
User Fixed
Interface queries are
(UI) not part of
the export
PRB672994 query in v3


plugins description
UI List v2 List header This issue affects users 1. Create a table or open any table
Components shows who need to have Table from sys_db_object.
escaped Column Label names
PRB917599 apostrophe/ that contain apostrophes, 2. Change one of the column labels
quote double quotations, &, to have an apostrophe in its
character and <. These characters name. This is a common pattern
as are displayed in the in the French language (e.g.
\' (frequently list view as escaped \'. l'oiseau). Save.
with Users of languages with 3. Visit the table directly in its list
translations) frequent translations are view. Ensure that the column with
particularly affected (e.g. the apostrophe name is visible.
French).
Notice that the apostrophe is escaped.
In this example, it shows as "l\'oiseau"
instead of "l'oiseau".
UI Magellan In IE9, When users navigate to

Navigator unable to
Components the homepage in IE9 and
open any try to open a link with the
PRB738477 links with format instance/nav.to?
the format uri=uri, the links do not
instance/ open.
nav_to?
uri=url
UI 'Remove 1. Navigate to User Administration

Components the Logout > User Preferences.
button' is
PRB683519 not working 2. Delete the system preference
correctly user.can.logout.
3. Clear the cache.
4. Log out.
5. Log in.
The log out button is still enabled.


plugins description
UI Tablet Tablet When accessing a field 1. Install the tablet UI plugin and
Device
Components UI bug - list in the Tablet UI, navigate to $tablet.do.
Support searching users are unable to
PRB914839
- iPad list fields search via the search 2. Navigate to Incidents > Open.
with iOS fields. A "Processing..." 3. Click on any incident.
6+ message displays
permanently, covering up 4. Inside that incident, click on the
parts of the search fields. watch list magnifying glass.
Expected behavior: The

"Processing..." message will go away
after a few seconds, and the fields will
be searchable.
Actual behavior: The "Processing..."
message stays up permanently, and
the fields are not searchable.
UI Hint 1. Go to a service catalog item (e.g.

Components message Service Catalog > Catalog >
shows up Data center > Cloud Project
PRB902789 as "null" Deletion).
for Service
Catalog 2. Hover over any field.
Items fields
Expected result: There is no hint
message.
Actual result: A hint message appears
with "null".
UI Active/ In report designer, 1. Activate the List v3 plugin and

Components Boolean while drilling down a ensure it is enabled for the
field is bar report grouped by Incident table.
PRB725005 empty in some boolean field (e.g.
condition Active), the user is taken 2. Create a Bar report on Incident
builder to a platform list with the table, and group by Active.
when user Active field as empty 3. Save the report.
drills down in filters. However, the
bar report correct value for the 4. Drill down one of the bars in the
to a v3 list Active field can be seen report to a platform list.
in breadcrumbs on the 5. Expand the filters on the platform
platform list. list.
The group by field "Active" is empty in

filters, but the correct value is shown in
the breadcrumbs.


plugins description
UI UI policy
Policy/ disabled
Client check
Script should first
check if
PRB910517 the field is
mandatory
and the
value is
empty
before
disabling
Update sys_storage_alias
Records in the Refer to the listed Known Error KB
Sets entry is not sys_storage_alias table article for details.
deleted are not deleted when
PRB900722 when dropping a field from an
KB0622591 dropping extended table via an
a field update set commit.
from an
extended
table in
update set
commit
Usage ua_instance_state
Analytics table is not
included
PRB905758 in clone
excludes
table


plugins description
Usage When For example, if a user

Analytics multiple has an ITBM license
app entries that includes the
PRB945829 exist for com.snc.financial_management
the same plugin, the subscription
plugin with and associated
different applications display
labels, correctly on the user's
the plugin instance. However, when
activation they try to activate the
check plugin, they receive
produces the error "Activation
incorrect failed for plugin
results com.snc.financial_management
because you need to
purchase a subscription
to install this plugin."
Affected plugins include
com.snc.change_request,
com.snc.cost_management,
com.snc.financial_management,
com.snc.governance,
com.snc.hr.core,
com.snc.incident,
com.snc.notifynow,
com.snc.work_management,
com.sn_hr_core,
com.sn_risk,
com.snc.appstore.*, and
com.snc.createnow.*
Threat
Vulnerability Process These slow queries can
ResponseIntelligence,
Scan result in performance
Security Queue job issues.
PRB887851Support triggers
Common unoptimized
SQL
statements
Web SOAP Refer to the listed Known Error KB

Services insertMultipleResponse article for details.
yields
PRB733418 inconsistent
KB0621503 results
when
invoked
simultaneously


plugins description
Workflow Workflow Window While designing a

Authoring hangs workflow, windows might
PRB664759Tools because of hang.
workflow
sequence
generation
Workflow Unable 1. Open a Workflow on the table

to select Requested Item [sc_req_item]
PRB759309 Variables (e.g. Service Catalog Item
in the Request).
workflow
editor 2. Check out the workflow.
condition 3. Click any Approval - User
statement activity.
for Request
Item 4. Under the When to Run section,
workflows make sure Variables is an option
that can be selected in the --
choose field -- drop down.
5. Open a Workflow that is not on
Requested Item (e.g. Change
Request - Normal).
6. Check out the workflow.
7. Click any Approval - Group
activity.
8. Under the When to Run section,
make sure Variables is not an
option that can be selected in the
-- choose field -- drop down.
• Contextual Security
• Audit user roles
If the Contextual Security: Role Management Enhancements plugin is installed, you must Enable
role auditing with Contextual Security: Role Management Enhancements.
• Enable role auditing with Contextual Security: Role Management Enhancements
Set a system property to allow the Audit Roles table to create audit records related to user roles.
• Customer Service Management

• Use the assignment workbench, Assign a case from the workbench
The state of the current record determines the availability of the Find Agents icon. The icon is
available for records in the Open, Awaiting, and Cancelled states, and if the user has write access
for the Assigned to field. The icon is not available for records in the New or Closed states or when
the Assigned to field is read-only for the current user.

• Discovery
• SNMP probe
The result_format parameter was added in Istanbul Patch 6. This parameter returns JSON formatted
payloads for the SNMP - F5 BIG-IP - System and SNMP - Netscaler - System probes.
• Performance Analytics
• The pa_active_jobs table tracks which data collection and cleanup jobs are currently running.
Istanbul Patch 6 includes the IP5HF3 PRBs that were also fixed in IP6. *
• IP6: PRB881264, PRB917654, PRB913735, PRB921428, PRB921433
• IP7: PRB745319

• Istanbul Patch 3 Hot Fix 1b on page 278


hotfix6-11-15-2017

Fixed problems in Istanbul Patch 5 Hot Fix 6
Persistence Importing XML After importing XML, 1. Set up an instance with SQL
can cause some some records may lose Gateway.
PRB1154339 records to lose their attachments. This
attachments issue occurs because 2. Move sys_attachment (including
importing XML updates sys_attachment_doc) to the SQL
does not follow the table Gateway.
locator. For example, if 3. Hot swap so that the instance
attachments are stored now reads and writes
on a SQL Gateway, and attachments to the Gateway.
an update set contains
new attachments to 4. Export a task or Service Catalog
be imported, those record that contains attachments
attachments are written from another instance.
to the primary database 5. Import the task or record to the
instead. instance with the Gateway.
The new attachments are missing

because they are written to the
primary database instead of the
Gateway.
• Istanbul Patch 3 Hot Fix 1a on page 279



hotfix5-11-04-2017
Asynchronous Queued AMB messages can AMB messages queued for delivery can
Message Bus push session waiters beyond push a session's waiting transactions beyond
the 'Max Waiters' threshold, the system's allowed maximum amount.
PRB1177878 resulting in ignored requests The result is that legitimate UI requests are
KB0655956 ignored.


hotfix4-07-20-2017


description
Archiving Restored A restored record 1. Enable the data archiving plugin.

record points URL points to the
PRB913668 to archive table archive table instead For more information, see the
documentation topic Activate data
KB0622471 instead of of the original table, for
original table example, ar_incident archiving.
instead of incident. 2. Set up archiving rules for a table, for
example, the incident table.
3. Archive a few records.
4. Restore the archived records.
A message suggests record restored
to original table, for example, incident.
5. Go to the original table, for example,
incident, and open the restored
record.
Note that the URL points to the archive

table instead of the original table, for
example, ar_incident instead of incident.
Note also that there are now duplicate
records, one in the original table and
one in the archive table. This causes the
UI action Archive Record to fail with the
message "No Archive table defined in
Archive Map for: archive table name"


description
Service Reference type When the tree picker 1. Navigate to the Service Catalog
Catalog variables with format is used for the module and create a new catalog
a reference list of records on the item.
PRB942734 qualifier are referenced table, after
ignoring the users click the reference 2. Create a reference field variable with
reference lookup icon on a Service attribute set as tree_picker=true in
qualifier in Catalog reference default value column. For example,
the lookup variable, the reference the table is referring to cmn_location.
popup when qualifier is not applied in 3. Make sure that variable has a
the tree_picker some situations. reference qualifier condition as a
attribute is set simple one. For example, [Condition]
to true [is] [Where City] [is one of] [Baltimore,
Seattle].
4. Save the catalog item and click Try it.
Expected behavior: The list should respect

the condition defined under the reference
qualifier variable (e.g. Baltimore and
Seattle).
Actual behavior: The list of records only
respects the defined table - it does not
honor the condition defined when users
set the tree_picker attribute as true.
For example, when users type 'San
Diego' (which is not part of the defined
condition), and click on the reference icon,
it displays the list of records belonging to
San Diego.



hotfix3-06-07-2017

description
PerformanceAfter migration 1. Modify system property to use old

Analytics fails, users are scores table.
unable to rerun
PRB917654 2. Run any PA collection job to collector
migration
some scores, and make sure that
some 2nd level scores are collected.
3. Navigate to pa_scores list, choose
a 1st level score which is "parent" of
a 2nd level score. Make duplicates
manually for this score with the same
information (indicator, breakdown,
element, breakdown_level2,
element_level2, start_at, sys_domain)
combination as the original score.
4. Activate the PA scores migration
plugin.
5. Check migration monitor page.
It shows that the migration failed.
6. Navigate to sys_trigger list, and
search for name="Migrate old scores".
7. Right-click the record and click
Execute Now.
Expected result: Migration is started and

failed again.
Actual result: Migration is not started.


description
PerformanceDuring The migrator does

Analytics migration the db not explicitly release
connections are database connections
PRB881264 not released after executing each
and the data queries (select and
collector can insert). Under some
keep running in conditions. The migrator
memory space may start along
with data collectors.
Data collectors are
deactivated manually
before migration;
however, they still run
in memory space, which
causes unexpected
duplicates in the new
scores table and
migration failure.
PerformanceThe "Duration" field on The issue is only reproducible on

Analytics Performance migration monitor page instances where migration runs more than
Analytics is reset after migration 24 hours.
PRB913735 Scores runs 24 hours.
1. Choose an instance with an extremely
Migration
large pa_scores table. For example,
Monitor should
instance with about 1 billion scores.
not reset
migration 2. Activate scores migration plugin.
duration after 3. Navigate to Migration Monitor page
the job has run after migration runs 24 hours.
for 24 hours
Expected result: "Duration" field shows the

correct running time.
Actual result: "Duration" field is reset after
24 hours and accumulates from then (e.g.
it becomes 00:00:00 after 24 hours, which
should be 24:00:00).
PerformanceThe large The progress bar is

Analytics pa_score_table important because it
'Scores informs users that the
PRB921428 Migration migration has started.
Monitor' takes The progress bar should
a long time be updated in a timely
to update the manner.
progress bar
inform users
about migration
staring


description
Service When users Make sure you have "Service Portal for
Portal are viewing a Enterprise Service Management" plugin
KB category, enabled and loaded demo data
PRB745319 all the article
1. Open one of the KB articles.
attachments
start to 2. Attach an image to the text content.
download. For example, upload an image for
KB0000008 as an attachment, and
insert the image into the text content.
3. Navigate to the default demo Service
Portal home page (https://[instance
URL]/sp).
4. Click Knowledge Base.
5. Open the browser developer tools and
monitor the Network activities.
6. On the Service Portal page, click one
of the categories, which contains the
KB you added attachments in step 2.
For example, the "Devices" category
which contains "KB0000008".
Notice the network activities are

downloading the KB attachments even the
KB is not opened yet.



hotfix1-05-04-2017

description
Memory leak
Asynchronous In Istanbul, a memory Refer to the listed Known Error KB article
Message may prevent leak has been for details.
Bus AMB (chat, discovered that prevents
record watcher, the AMB session
PRB935863 etc.) messages message queue from
KB0622397 from being being flushed correctly.
sent when
reaches
capacity
Istanbul Patch 5
Istanbul Patch 5 was released on April 20, 2017. Build date: 04-14-2017_1324
Build tag: glide-
istanbul-09-23-2016__patch5-04-05-2017

KB0622081.
Notable Fixes
significant fixes.

description
Discovery Large number Starting with the Helsinki Refer to the listed Known Error KB article
of rows in the release, the sys_domain for details.
PRB755422 Discovery Log
and sys_domain_path
KB0621168 [discovery_log] fields were added to
and TCP the Discovery Log
Connection [discovery_log] and TCP
[cmdb_tcp] Connection [cmdb_tcp]
tables tables. Upgrades of
can cause instances that have
performance large numbers of rows
issues during in these table can lead
an upgrade to performance issues
when the upgrade
process adds and
populates the new fields.
Embedded Embedded The Embedded Help Browse to a page without any Embedded
Help and Help REST call CDN HTTP call is on a Help content.
Tours is degrading foreground client thread,
instance which negatively impacts Note the HTTP request from the client's
PRB856179 performance instance performance. browser takes longer then expected.


description
Edge When the Edge Encryption proxies 1. Start up an Edge Encryption proxy
Encryption number of can run extremely and connect to an instance.
connections slowly. This issue occurs
PRB916539 increases, when concurrent user 2. Simulate users going through the
proxy and using connection-intensive
KB0622239 the Edge sessions drive up the
Encryption number of simultaneous pages, such as Service Portal and
proxy user connections to the Knowledge.
experiences instance through the
extreme proxy. There are also Notice that after a certain threshold,
slowness no logs to indicate the response times become extremely slow in
proxy's processing. the browser.
Transaction Canceling a Under the right Refer to the listed Known Error KB article
and homepage cancellation for details.
Session can cause circumstances, the
Management CellRenderThreadCellRenderThread can
threads to wait get stuck.
PRB713504 indefinitely
KB0597902
Discovery When an This leads to a false

instance error on the MID Server
PRB714622 upgrades from form in the instance.
Eureka/Fuji to
Istanbul, the
mid.version is
not updated in
sys_properties
All Other Fixes

plugins description
Approvals ApprovalActionHandler
This can be very taxing
is triggering on the database.
PRB874762 an OR
query
(similar to
PRB817692)


plugins description
Audit GRC: When 1. On an engagement, pick an

Audit
Management adding engagement in the scoping
Management
profiles phase.
PRB753395 to an
engagement, 2. Navigate to the Profiles related
the popup's list and click Add.
pagination
is broken UI popup issues:
• The arrows in the bottom right are
missing; instead, there is a box that
says, 'NaN rows per page'.
• There is no way to filter or search
at the top. Users cannot navigate
past the first page of profiles,
and they cannot add profiles to
engagements.
Authentication When a This issue occurs when 1. Configure an instance with the
- SSO user logs MultiSSO is configured Multiple Provider SSO plugin.
out of the on Helsinki and Istanbul
PRB812097 instance, instances. 2. Using the metadata from the IdP,
'not_allowed.do' create a new identity provider
appears record.
3. Check if 'Identity Provider's
SingleLogoutRequest' is defined
after the import.
If it is blank, the logout request will go

to 'not_allowed.do'. Note: Some IdPs
do not specify a 'logout' URL.
AutomatedScreenshots
Automated Automated Test 1. Navigate to Automated Test
Test Test are not Framework test results Framework > Test and create a
Framework
Framework displayed in are missing screenshots test.
test results due to generated
PRB716341 due to attachments having no 2. Add a step to the test to 'Open a
missing extension. new form'.
KB0622763
extension 3. Set the form table to Incident.
4. Run the test.
Expected behavior: The Test Result

record has a JPG screenshot with a
file extension.
Actual behavior: The Test Result
record has a PNG screenshot with no
file extension.


plugins description
Cloud Cloud Incoming messages are This issue can occur for users with
Management Management not processed because many accounts configured with the
Application v1: VM they contain single AWS Configuration (for example, 30
instances quotes, and the CMDB accounts). Due to the heavy load of
PRB859533 have empty is not updated. Empty messages coming in, some events will
names names and states are get dropped.
and states also appearing.
from AWS
configuration
events
Cloud Azure 1. Run discovery twice.

Management discovery
creates 2. Go to the Azure resource
Application
duplicate cmdb_ci_azure_resource table.
PRB724529 records in
the Azure There are duplicate records with a
resource Storage Blob resource type in the
table table. Processing these duplicate
records will take a long time.
CMDB
Configuration CMDB 1. Navigate to the CMDB View
DashboardDashboard
Management Dashboard.
Database - CMDB/PA
dashboard 2. Click the Share option.
(CMDB)
not 3. Add the asset and itil roles so that
PRB820982 accessible they can view the dashboard.
to itil, asset
role 4. Impersonate an ITIL user.
User receives an error message: 'The

dashboard is not shared with you.'
Data Updating When updating the Refer to the listed Known Error KB
Certification the related related list on a data article for details.
list on certification task, the
PRB899453 a data related record is not
KB0621963 certification updated.
task does
not update
the related
record


plugins description
Data Slow Users are experiencing Activate the 'Data Certification

Certification performance slow performance [com.snc.certification_v2]' plugin.
with Data when executing Data
PRB744168 Certification Certification. It can 1. Navigate to cert_task.list.
take up to 10 seconds 2. Choose a record in the Work in
to certify a single Progress state (with a 'percent
certification element, complete' below 100%).
which negatively impacts
the execution time for 3. Under Certification Task, certify
multiple certification elements.
elements. The data
certification process can The data certification process can
take minutes instead of take minutes to execute completely.
seconds. This process should only take several
seconds.
Discovery Domain If a user in a domain

Separation: modifies a pattern, the
PRB735102 Service pattern changes its
Mapping sys_ID in the domain,
and 'unified and the sys_ID of the
patterns' global pattern is not
are not accessible.
working
correctly
Discovery During During the discovery Discover a new Windows 2012

Discovery, of a new computer, the computer on your network. Note that
PRB654648 Windows computer OS information occasionally the model ID shows an
KB0598565 2012 and the model ID are incorrect value on the CI.
storage written to the CI while the
sensor storage probe is running.
sometimes However, the storage
overwrites probe occasionally
the model overwrites the model ID
ID of a with an incorrect value.
computer
on new CIs
Domain 'Domain - A business rule can

Support Cascade cause a full table
Domain scan. For large tables,
PRB817692 - Task' this results in slow
business performance.
rule causes
slow SQL


plugins description
Embedded Embedded Embedded Help Refer to the listed Known Error KB

Help Help CDN REST calls are taking article for details.
and access excessively long when
Tours takes a fetching help content
long time that does not exist on the
PRB856745 local database. When
KB0621647 attempting to access the
CDN, and if the CDN is
having issues, the HTTP
call can spin for minutes.
This causes the user
experience and front-end
web browser to hang for
long periods of time.
Event Incident If an alert has a before 1. Create a business rule that sleeps
Management creation business rule that may for a minute.
business take a lot of time, it may
PRB742365 rule race cause alert rules not to 2. Create an alert rule that should
condition work for that alert. catch the alert.
is affecting 3. Create an alert.
Alert Rule
execution
The incident is not created.
Event Threshold Threshold rules can take

Management performance a lot of time to run. For
issues example, it takes 22
PRB714234 seconds to execute a
user query that occurs
3500 times a day.
Event OOM on Some users are

Management impact experience recurring
calculation excessive memory
PRB877957 of many usage.
services
(e.g. 3000)


plugins description
Facilities Facilities After After upgrading from On a Fuji instance

Service Service upgrading Fuji to Helsinki, demo
Management from Fuji records are added 1. Activate the Facilities Service
Management
to Helsinki, and set to Active (e.g. Management plugin. Do not
PRB742558 Facilities 12 Month Refrigerant activate demo data.
Service Recharge - Carrier 2. Navigate to Service Catalog >
Management 48TC). Users then have Catalog Definitions > Maintain
demo to manually deactivate Items.
records are these records after the
added upgrade. 3. Ensure that demo data does not
exist (e.g. 12 Month Refrigerant
Recharge - Carrier 48TC).
4. Upgrade the instance to Helsinki.
On the Helsinki instance

1. Navigate to Service Catalog >
Items.
2. Note that demo data was added
and activated.
Finance Finance Upon If a user changes the

Service Service upgrade, assignment group in
Management
Management Finance a Finance template,
templates removes the default
PRB747302 revert task, and upgrades
to OOB the instance, then the
settings assignment group
reverts to the OOB value
and the OOB default task
returns.


plugins description
Financial Financial When 1. Install Project Portfolio Suite with

ManagementManagementa user Financials.
creates a
PRB820552 portfolio 2. Create fiscal periods for fiscal
budget plan calendar type 445.
for 445 and 3. Navigate to Portfolio > Create
13 period project.
fiscal
calendars, 4. Create a resource plan for the
an empty project. Make sure the cost plan is
budget plan created for the project and shows
is created up in the project related list.
5. Navigate to Portfolio
Workbench > Set Target >
Select Demands and Projects.
6. Select the project by checking
the planned column, and click
Confirm.
7. Click Create budget plan.
Expected result: A budget plan is

created with budget items.
Actual result: An empty budget plan is
created.


plugins description
Foundation 'sm_m2m_somodel_stmodel'
The
table 'sm_m2m_somodel_stmodel'
PRB926088 contains has invalid references to
invalid non-existent so_model's
references and st_model's, which
to non- should have been
existent handled by SMCore's
so_model's cascade delete rules
and on the fields. These
st_model's cascade rules prevent
future invalid records, but
do not work on records
that are already invalid.
Some ways the user
can have these invalid
records:
• Come from an earlier
release (before
Geneva) with invalid
records
• Use update set
containing invalid
records
• Scripting invalid
records
Knowledge When In an instance with many records in

Management a large the kb_category table (e.g. 27000
number records):
PRB716861 of KB
categories 1. Navigate to Knowledge Base >
is present, Homepage.
opening 2. Click a knowledge base that
the KB contains many categories.
homepage
is slow
It takes more than 1 minute to load the
page.


plugins description
KnowledgeNested
Knowledge The 'Filter by Type' 1. In Geneva, navigate to
Management
Management Knowledge column does not display Knowledge > Knowledge base.
V3 category the entire nested KB
PRB715953 names are category name. The KB 2. Open the Knowledge knowledge
truncated category name gets cut base.
KB0598007
in the 'Filter off after 24 characters. 3. Go to the Knowledge Categories
by Type' list tab and click New.
4. Create a KB category with a long
name, such as "New Knowledge
category Level 1" and save it.
5. Expand the category you created
and create a nested one.
6. Create a nested KB category
with a long name, such as "New
Knowledge category Level 2" and
save it.
7. Navigate to Articles > Create
New to create a new article with
the following values:
• Knowledge base: Knowledge
• KB category: New Knowledge
category Level 1 > New
Knowledge category Level 2
8. Save the article and publish it.

9. Navigate to Self-Service >
Knowledge.
10. Search for the article you just
published.
Note that the Filter by Type column

on the right doesn't show the entire
nested KB category length, which gets
cut off after 24 characters.


plugins description
Knowledge User gets If a .docx file contains 1. Navigate to Knowledge Base >
Management file parsing pictures with alternative Homepage.
error when text, the Knowledge
PRB729784 uploading .docx
article import function 2. Click Import Articles.
word may not work correctly. 3. On the import window, drag a
document Word file that contains an image
on with alternative text.
Knowledge
Base. 4. Click Import.
Alternative
text breaks Expected behavior: The document is
the import imported.
function.
Actual behavior: The file failed
to import, and the following error
message appears: 'Import completed
with error'.
Knowledge Import Large Word documents As a user with elevated privileges:

Management issues (3.5MB) are not always
with large 1. Navigate to Knowledge >
completely imported
PRB746462 Word docs: Homepage.
into the instance. A
'import knowledge base record 2. Click Import Articles.
completed will be created for the
with error' 3. In the box labeled Drop Word
imported file, but its
'Unknown files here, drag-and-drop a large
content will be lost.
error', and Word file (3.5 MB or more).
content is This issue occurs when 4. Select the Knowledge knowledge
lost using the 'Import Articles' base.
button on the Knowledge
v3 homepage. 5. Click Import.
Users receive the error messages

'import completed with error' 'Unknown
error'.
Legal Legal Fuji Upon some Fuji

Service Service upgrade: upgrades, Legal
Management,
Management Legal > Self-Service >
Marketing > Self- Contract Review and
PRB711417
Service Service > Management items are
ManagementContract reset to their out-of-box
Review and settings.
Management
items are
reset to
OOB


plugins description
MID Multi-page When multi-page

Server payload payload support
support was introduced,
PRB868481 consumes ECCSender.getOutputFilePrefix
a lot of now loads the payload
memory text field into an XML
on the MID DOM. If the user has a
Server very large XML payload,
typically via imports, the
XML DOM takes up a lot
more memory than the
original simple text field,
leading the MID Server
to run out of memory.
Mobile Mobile In mobile Refer to the listed Known Error KB

UI UI client article for details.
PRB709403 scripts,
KB0610402 current
roles are
unavailable
on the
g_user
object
Mobile Android A function used in Refer to the listed Known Error KB

mobile app some UI actions returns article for details.
PRB820217 users - "doctype" on the Android
KB0621474 getDeviceType
mobile app rather than
used in "m." This issue prevents
some UI the UI actions that use
actions this function from being
for mobile displayed because the
returns condition expects an "m."
"doctype"


plugins description
Performance
Performance The PA Install the Performance Analytics
Analytics Analytics Breakdowns Premium plugin.
widget
PRB737260 breaks 1. Log in as admin.
if the 2. Navigate to Performance
breakdown Analytics > Breakdowns.
name
contains 3. Create a new breakdown with
special name that contains an apostrophe
characters or ampersand (' or &).
4. Create a widget with this new
breakdown, and add it to a
dashboard.
Expected result: The widget and chart

should be displayed correctly.
Actual result: The widget is not
displayed.
Performance Scoresheet
Analytics table can
update
PRB865358 slowly
Performance Detailed 1. Truncate all scores for 'number of

Analytics scorecard/ open incidents'.
widget
PRB727040 does not 2. Collect scores from 01-13-2014 to
show chart 01-02-2014 (or a time range far in
if there the past).
are more 3. Collect scores for the current
than 1000 date.
scores, or if
the scores 4. Open detailed scorecard for the
are far in indicator.
the past
Expected result: All scores should be
shown.
Actual result: Users see a message
'No data to display'.
Performance
Performance Switching 1. Open a detailed scorecard.
Analytics Analytics back and
forth in a 2. Navigate to the Breakdown tab.
PRB726345 detailed 3. Switch the chart to column.
scorecard
compresses 4. Then, select another point in
the time, and navigate again to the
breakdown Breakdown tab.
chart
The breakdown is compressed.


plugins description
ResponsiveDashboard
Performance If an instance 1. Upgrade to Istanbul but do not
Analytics Dashboards,
permissions is upgraded to activate responsive dashboards.
Performance
Application migration Istanbul but the
Analytics issue after 2. Do one of the following:
responsive dashboards
PRB714890 upgrading functionality is not • Populate the Owner field on
KB0598042 to Istanbul immediately activated the dashboard, then change its
sharing permissions.
(glide.cms.enable.responsive_grid_layout
is false), dashboard • Create a dashboard and add
permissions will be lost sharing permissions.
for:
For more information,
• Dashboards that see Create a responsive
were created after dashboard.
the upgrade but
before activation 3. Activate responsive dashboards.
of responsive
dashboards For more information, see Enable
responsive dashboards.
• Permissions made to
any dashboard after
its Owner field has Note that the permission changes
been populated are not preserved, and for new
dashboards, only the dashboard
For new dashboards, owner can see the dashboard.
only the dashboard
owner will be able to
see these dashboards
after responsive
dashboards are enabled.
Permissions will need to
be manually re-added to
these dashboards.
Persistence Deleting a If a table extending 1. Create a new table that extends

non-empty sys_metadata is deleted sys_metadata.
PRB684316 table that and there were rows
extends in that table, then the 2. Navigate to that table and create
KB0622001
sys_metadatasys_metadata records a new record in it.
does not corresponding to the Note the sys_id of the the record
remove rows in that table are not you just created.
sys_metadataremoved.
records for 3. Delete the table (without deleting
rows in that the record in it).
table 4. Navigate to sys_metadata and
search by sys_id using the id from
step 3.
Note that the record has not been

removed.


plugins description
Project Adding or This occurs when the

Management deleting firing of business rules
project is disabled and when
PRB714525 tasks in the deferred save is turned
Planning off.
Console
can corrupt
the wbs
and
wbs_order
values
Reporting Report filter When using the 'greater

'Greater than' condition for an
PRB900295 than' does integer value in the
not work condition builder, it will
when the lose its filter if the report
interactive is on a homepage and it
filter value is following an interactive
changes filter.
Reporting Webkit Webkit HTML to PDF

HTML to does not work when
PRB826320 PDF does using a non-English
not work language plugin.
when using
a non-
English
language
plugin
ReportingResponsiveUnable to On home pages, users 1. Open a Dashboard.

Canvas select text are able to copy data
PRB898342 on some from reports by selecting 2. Try to select a chunk of text from
widgets it with a mouse device. a widget.
when using However, this does not
mouse work on dashboards. The text cannot be selected.
device


plugins description
ReportingResponsiveiFrames Content blocks which 1. Open any Responsive

Canvas that do not contain iFrames which Dashboard, or create a new one
PRB881108 respect refer to URLs which with several tabs.
the same- break the same-
origin policy origin policy cause the 2. Create an iFrame content block
break the dashboard's event bus to on the dashboard and set its
dashboard's break as well. URL to, for instance, https://
event bus community.servicenow.com/
welcome.
3. Reopen the dashboard and try to
switch between the tab containing
the iFrame content block and
another tab.
Parts of the dashboard become

unresponsive.
Security Security Upon Customized choices are 1. Enable the Security

Incident Incident upgrade, overwritten by the file Incident Response plugin
Response Response customized sys_choice_sn_security_request_state.xml.
(com.snc.security_incident).
choices in
PRB888214 the 'State' 2. Navigate to the 'sn_si_request'
field on the table and look at the State field.
'sn_si_request' Note that there are 3 out-of-box:
table are Draft, Assigned, and Closed.
overwritten
3. Modify several choices for the
'sn_si_request' table and State
field. For example:
a. Change the label for the OOB
value Draft to Requested.
b. For a record with the label
Assigned, set inactive to
true.
4. Ensure there is a
sys_update_xml record for
that with the update name
sys_choice_sn_si_request_state.
The upgrade loads the

sys_choice_sn_security_request_state
update and overwrites the
sn_si_request_state choices.


plugins description
Security In the
Incident Security
Response Incident
table
PRB743917 (sn_si_incident),
the metric
'Create to
Resolve
Duration' is
incorrectly
configured
Service Questions Some users are trying

Catalog are not to use glideOverlay as
visible on the popup on the UI
PRB860988 the risk macro 'Fill Out Risk
KB0622339 assessment Assessment'. When
survey glideOverlay is used,
when called the questions are being
within a hidden.
dialog box
Service Lookup 1. Navigate to Service Catalog >

Catalog select box Catalog Definitions > Maintain
has slower items and open an item.
PRB884515 response
times in 2. Add a new variable with a lookup
KB0621994
Istanbul vs. select box referencing a large
Helsinki table (such as sys_security_acl).
For more information, see Lookup
select box.
3. Save the variable and click
Preview Item.
Response time in Helsinki: 1791ms

Response time in Istanbul: 14673ms


plugins description
Service Service Issues:

Mapping Watch
fix script • Upgrade duration is
PRB833033 prolongs significantly longer
upgrades, due to a Service
and Watch fix script.
security • During fix script
constraints execution, security
prevent constraints appear to
selection prevent users from
of Service selecting the Service
field field.
The following procedure

only applies after
upgrades from Geneva
and when the Event
Management plugin
(com.glideapp.itom.snac)
is active before the
upgrade.
In order to activate the fix
for this PRB:
1. Log in as an admin
user.
2. Navigate to System
Definition >
Scheduled Jobs.
3. Search for a job
named Event
Management –
Import impact rules.
If you are unable
to find the job, no
additional action is
required.
4. If the job exists,
open it.
5. Click Execute Now.


plugins description
Service Ticket If there are more than 1. Configure a Service Portal page
Portal Conversations100 entries in the Ticket with the Ticket Conversations
widget Conversations widget, widget.
PRB824400 limits the user cannot see the
journal 2. Set up an incident with an
subsequent comments.
fields to Additional Comment as the
100 entries To activate the fix for oldest journal entry, where the
this PRB in Helsinki Caller is an end user with no role.
and Istanbul, create 3. Add 99 work notes, totaling 100
the system property journal entries.
glide.service_portal.stream_readable
and set it to true. When 4. View the incident on the Service
this property is set to Portal.
true, Service Portal
will first prune Activity As an admin user, all conversations
fields a user cannot read are included in the widget. As an end
before generating the user with no role, only the Additional
journal entry stream. Comment is visible.
For details, see Ticket
Conversations widget.
Upgrade Users are Dictionary collection 1. Make some changes to sys_user

Engine noticing entries should follow the collection dictionary record (in this
Issues issues with naming convention of case, audit was enabled).
auditing sys_dictionary_tablename_null.xml,
PRB828187 but there are a few on 2. Upgrade, or re-install the plugin.
the disk that have it as
sys_dictionary_tablename_.xml.
Notice that audit selection was
This file is named overridden by the upgrade.
incorrectly.
User In Istanbul When creating start/stop/ 1. Navigate to SLA Definitions >

Interface SLA pause/reset conditions New.
(UI) Definitions, in SLA Definitions, users
the are unable to select 2. For the SLA table, select a
PRB718313 Variables 'Show Related Fields > Catalog Task (or any table where
item is not Variables' for tables with variables have historically been
available variables. available).
from the 3. For the Start Condition, select
'Show Show Related Fields >
Related Variables.
Fields'
menu
Expected behavior: The user is able to
choose variables and define an SLA
against variables in a given catalog
item.
Actual behavior: The variables are not
displayed in the list.

Service Portal: Ticket Conversations widget

Limit the number of journal entries that appears in the ticket conversation widget using the
glide.service_portal.stream_entry_limit system property. The default number is 100. Change the number by
navigating to Service Portal > Properties, and enter the new number in the Maximum number of stream
entries displayed in Service Portal field.
Istanbul Patch 4
Istanbul Patch 4 was released on March 27, Build date: 03-22-2017_2107

istanbul-09-23-2016__patch4-03-08-2017
KB0621819.

Notable Fixes
significant fixes.

description
PerformanceAll On a new or upgraded Refer to the listed Known Error KB article

Analytics pa_snapshots Istanbul instance, for details.
for an indicator unlinking a breakdown
PRB881126 are deleted from an indicator deletes
KB0621762 all pa_snapshots for that
indicator.
User Icons are After upgrading from Refer to the listed Known Error KB article
Interface incorrect after Geneva to Helsinki for details.
(UI) upgrading from (where the icon fonts
Geneva to have changed), users
PRB705910 Helsinki continue to use the old
KB0596992 Geneva icon font, and
all icons throughout the
interface are incorrect.
This issue occurs
because the server
does not recognize
that the icon fonts have
changed.
Service In Service When the variables in 1. As an admin user, navigate to

Portal Portal, catalog a catalog item have Maintain Items.
item variables write_roles configured
PRB878189 are read-only and a non-roled user 2. Open the Sales Laptop catalog item.
KB0622398 for non-roled tries to create a request 3. From the related list, open the
users using the catalog item, Additional software requirements
all of the variables are variable.
read-only in Service
Portal. However, the 4. Add the Write roles field to the form if
variables in the catalog is not already there.
item in the normal 5. Add the admin role to the variable (so
catalog UI are not read- that the admin is required to write to
only. the variable).
6. Click Update.
7. Impersonate an ESS user.
8. Navigate to the Service Portal.
9. Search for and view the Sales
Laptop catalog item.
Expected behavior: Variables are writable

in the normal UI and Service Portal.
Actual behavior: Variables are read-only
in Service Portal. They are writable only in
the normal UI.

All Other Fixes

plugins description
Change Change On a After upgrading, some Refer to the listed Known Error KB
Management
Management change users can no longer article for details.
Workflows request, see the related list of
PRB722939 the related emergency changes on a
KB0621869 list of change request.
emergency
changes
is not
visible after
upgrading
Change Change "Execute When List v3 is enabled, Refer to the listed Known Error KB
Management
Management operation the following error article for details.
- CAB on script message is displayed on
PRB726541
Workbenchinclude a CAB form: "Execute
KB0610304 'SysRelatedList'
operation on script
from scope include 'SysRelatedList'
'Change from scope 'Change
Management Management - CAB
- CAB Workbench' was denied"
Workbench'
was
denied"
error is
displayed
on a CAB
record
when
List v3 is
enabled
Configuration 'CMDB
Management Health
Database Dashboard
(CMDB) -
Relationship
PRB719314 Score
Calculation'
job causes
nodes to go
OOM
Core Unable to KB0620953 documents

Platform successfully how users must modify
revise CTI their CTI integrations
PRB840675 Processor before upgrading to
solution for Istanbul. These initial
Istanbul by instructions were
following incorrect and have been
KB0620953 updated.


plugins description
CustomerAgent Personal When adding a personal 1. Navigate to Advocacy > My

Service Schedule Tasks do task to 'My Schedule', Schedule.
Management not appear the task appears in
on agent 2. Double-click a time slot or click
the 'Agent's Personal
PRB741182 calendarWhenEvents', but it does not and drag over a time slot on the
adding a calendar to open the New Event
display on the agent's
personal form.
calendar. This issue
task to 'My occurs because My 3. Fill in the fields on the New Event
Schedule' Schedule works with form.
System Date Format 4. Click Submit.
(yyyy-mm-dd), but it
does not work with User
Date Format (dd-mm-yy). The new event does not appear on
the agent calendar, but it shows up in
The fix for PRB741182 the Schedule Entries related list on the
adds support for User Agent Personal Schedule form.
Date Format (dd-mm-yy).
Next-
Dependency Nodes Users are seeing
Views Gen are not all nodes when the
(BSM BSM, grouped in virtual group should be
Map) Keylines Dependency controlled by the user.
Business Views
PRB752732
Service The fix for this PRB adds
Maps the glide.bsm.max_levels
and
glide.bsm.show_virtual_node_children
properties. See
Properties installed with
Dependency Views for
details.
DiscoveryConfiguration
Unexpected Some users are
Management behavior for experiencing instance
PRB758669(CMDB) Cisco UCS overloading, duplicate
Discovery UCS systems, and other
Cisco UCS Discovery
issues.
Discovery Incorrect
and
PRB722267 missing
object IDs
interfere
with UCS
Discovery


plugins description
Event MID Server Users see the following 1. Activate only the Discovery plugin.
Management users error messages in the
can send MID Server error log: 2. Create a MID Server.
PRB715787 events, but "EventBulkSenderThread-13. Activate the Event Management
they do SEVERE *** ERROR *** plugin.
not have Timezone is incorrect
permission User Not Authorized on 4. Run connectors.
to the MID".
time zone Watch the MID Server error log.
processor
Financial Financial Cost 1. Change the format of the logged

ManagementManagementTransparency in user to use a format other than
and Budget the system format.
PRB740887 Console do
not load if 2. Open the budget console or cost
user date transparency console.
format is
different Note that neither the Budget Console
from the nor the Cost Transparency console will
server load.
Incident Incident When a When an incident is Refer to the listed Known Error KB
Management resolved resolved for the first article for details.
incident is time, the 'Resolved' and
PRB756822 reopened, 'Resolved by' fields are
KB0622353 the populated.
Resolved
By and If the incident is
Resolved reopened, these fields
fields are do not get cleared. Then,
not cleared when the incident is
or updated once again moved to
the 'Resolved' state, the
original 'Resolved' and
'Resolved by' values still
persist. These fields are
not updated with new
values.
KnowledgeLists in UI
Knowledge This issue is caused by a
Management
Management page do syntax error in the kb_list
V3 not load if a UI page.
PRB759183 'sysparm_rollbased'
parameter
is passed in
through the
URL


plugins description
KnowledgeIn Windows
Knowledge On a Geneva instance as an admin:
Management
Management Edge
V3 browser, 1. Navigate to Knowledge > Home
PRB711671 Knowledge Page.
v3 import 2. Click Import.
button does
not upload The system will ask you to browse
documents the document to be uploaded.
as 3. Select the document and click
expected Open, or double-click on the
for Geneva document.
and
Helsinki A dialog window opens, asking for
additional details.
4. Click Import.
Expected behavior: The system
should ask the user to select
the document. Once the user
clicks Open or double-clicks on
the document, a dialog window
should open, asking for additional
details.
Actual behavior: Nothing
happens.
On a Helsinki instance as an admin:

1. Navigate to Knowledge > Home
Page.
2. Click Import.
A dialog window opens, asking
you to import files by dragging
and dropping a Word file or
clicking to select.
3. Click + Click to Select.
Expected behavior: The system
should ask you to browse for the
document.
Actual behavior: Nothing
happens.


plugins description
Lists List Filter After an upgrade to 1. Upgrade a Helsinki instance to

search Istanbul, ESS users Istanbul.
PRB806531 button is can no longer use the
no longer magnifying glass on a Note that if a ESS user goes to
available list view to enter search the Change Request table, the
for ESS criteria for any column. magnifying glass on the list is
users in greyed out.
Istanbul 2. Make a role called 'dummy'.
3. Assign the 'dummy' role to the
ESS user.
The user is now able to click the

magnifying glass and make column-
based text searches.
MID Users are When the MID Server The following errors appear:
Server seeing starts up, errors appear
'org.slf4j.impl.StaticLoggerBinder'
in the wrapper log. 2016/12/21 18:56:25 |
PRB744428 errors upon Overriding formatter to:
MID Server
startup 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;
MID In Istanbul,
Server Guided
Setup's
PRB741278 related
items are
pointing to
an incorrect
domain
Project Schedule If a schedule is set for

Management calculation 8.5 hours (for example,
is incorrect from 8:00-12:00 and
PRB743947 if the 1:00-5:30), the end
schedule is date calculations are
set for 8.5 incorrect.
hours


plugins description
Project Project 'Copy 1. Open any project task which has

Management
Management Partial values for Assignment group
Project' and Assigned to.
PRB671592 does
not copy 2. Right-click on the form header >
values for Copy partial project.
'Assignment 3. Choose an existing project task.
group' and
'Assigned 4. Open the copied task from the
to' related list (tasks).
Note the Assigned to and Assignment

group fields are empty.
Project Cannot If the actual start date 1. Create a new project

Management 'Close is modified for a manual (pm_project.do) and fill out the
Complete' calculation project's a mandatory fields.
PRB697330 project project task, the user
task with will no longer be able 2. Set the calculation to Manual and
manual to close off the task as save the record.
calculation 'Closed Completed'. 3. Create a new project task via
due to a the related list, filling out the
modified necessary mandatory fields.
actual start Save.
date
4. Set the project task's state to
Work in Progress and save.
5. Change the Actual start date to a
date in the future (increase by 1
day) and save.
6. Change the Actual start date
again (increase by another day)
and save.
7. Change the state for the project
task to Close Complete and then
save.
Expected behavior: The project task is

closed without issues.
Actual behavior: The user is unable to
close the project task as completed.
The following error messages appear:
"Cannot change the planned end date
of closed task. Invalid update"


plugins description
Reporting Variables 1. Create a list report in sc_task

contain a (Catalog Task).
PRB716393 prefix that
makes it 2. Modify a column.
difficult to 3. Select a variable in the
select items slushbucket.
from the
Reporting 4. Select Service Category
slushbucket Request from the pop-up window.
All of the records are prefixed with

"Service Category Request", which
does not help the user identify the
values they are looking for.
Server Very Refer to the listed Known Error KB

Side large filter article for details.
Scripting scripts are
compiled
PRB753842 even when
KB0621769 com.glide.script.filter.interpreted.mode
= true,
causing
metaspace
memory
issues
Service Business Upon right-clicking on

Mapping Service an outgoing connection
Map: from NAT, users should
PRB752105 Connecting be able to connect to an
to existing existing service or create
service/ a new service.
create new
service is
disabled on
connection
leading
from NAT
Survey Assessment
After This issue occurs
Management upgrading because the
to Istanbul, AssessmentUtils script
PRB755324 Survey include performs a
invitations GlideRecord query on
are not sp_portal table without
displaying a checking whether
URL link 'Service Portal - Core'
plugin is activated on the
instance. The system
throws an error when the
query is executed.


plugins description
Unified GRC: The root Refer to the listed Known Error KB

Compliance
Compliance UCF article for details.
UCF
Framework control
(UCF) (control
0) fails to
PRB749587 download
KB0621185
User The The Navigator History In UI16:

Interface sys_ui_navigator_history
[sys_ui_navigator_history]
table table generates 1. Navigate to Self-Service >
(UI)
creates unnecessary history logs Homepage.
PRB744014 extra for list widgets on home 2. Go to ITIL Homepage.
entries pages.
for certain
types of Note that two list gauges appear, and
items on two history requests are made.
homepages
Visual Visual VTB The expected sent- 1. Trigger a notification email from
Task Task notification from address is VTB.
Boards Boards emails are "@servicenow.com".
sent from 2. Note that the sent-from address is
PRB739275 "do-not- @sn.com.
reply@sn.com"
Dependency Views: Properties installed with Dependency Views

Two Dependency Views properties were added in Istanbul Patch 4:
• glide.bsm.max_levels: Maximum level depth from the root CI that is initially displayed in Dependency
Views maps. Level depth is the graph distance between the root CI and a node.
• glide.bsm.show_virtual_node_children: Show children of virtual groups. Display the continuation of the
map underneath virtual group. Virtual links are used to connect virtual groups to their child nodes.
• Istanbul Patch 3a on page 280

Istanbul Patch 3 Hot Fix 1b

The Istanbul Patch 3 Hot Fix 1b release contains fixes to these problems.
For the Istanbul Patch 3 Hot Fix 1b release: Build date: 05-06-2017_1453
hotfix1b-05-04-2017
Fixed problems in Istanbul Patch 3 Hot Fix 1b

description
Memory leak
Asynchronous In Istanbul, a memory Refer to the listed Known Error KB article
Message may prevent leak has been for details.
Bus AMB (chat, discovered that prevents
record watcher, the AMB session
PRB935863 etc.) messages message queue from
KB0622397 from being being flushed correctly.
sent when
reaches
capacity
After upgrading
Asynchronous MID Server can go down Refer to the listed Known Error KB article
Message to Helsinki, due to a thread leak that for details.
Bus HttpClient causes the MID Server
thread count to run out of memory
PRB732813 grows on the and go down.
KB0621950 MID Server
Fixes included with Istanbul Patch 3 Hot Fix 1b

Istanbul Patch 3 Hot Fix 1a

The Istanbul Patch 3 Hot Fix 1a release contains fixes to these problems.
For the Istanbul Patch 3 Hot Fix 1a release: Build date: 03-30-2017_0639
hotfix1a-03-28-2017
Fixed problems in Istanbul Patch 3 Hot Fix 1a
Service Mapping Service Watch fix script Issues:

prolongs upgrades, and
PRB833033 security constraints prevent • Upgrade duration is significantly longer
selection of Service field due to a Service Watch fix script.
• During fix script execution, security
constraints appear to prevent users from
selecting the Service field.
The following procedure only applies after

upgrades from Geneva and when the Event
Management plugin (com.glideapp.itom.snac)
is active before the upgrade.
In order to activate the fix for this PRB:
1. Log in as an admin user.
2. Navigate to System Definition >
Scheduled Jobs.
3. Search for a job named Event
Management – Import impact rules.
If you are unable to find the job, no
additional action is required.
4. If the job exists, open it.
5. Click Execute Now.
Fixes included with Istanbul Patch 3 Hot Fix 1a


Istanbul Patch 3a
The Istanbul Patch 3a release contains fixes to these problems.
For the Istanbul Patch 3a release: Build date: 03-22-2017_2342

hotfix0a-03-17-2017
Fixed problems in Istanbul Patch 3a
Performance All pa_snapshots On a new or upgraded Refer to the listed Known Error KB
Analytics for an indicator Istanbul instance, unlinking article for details.
are deleted a breakdown from an
PRB881126 indicator deletes all
KB0621762 pa_snapshots for that
indicator.

Service In Service Portal, When the variables in 1. As an admin user, navigate to

Portal catalog item a catalog item have Maintain Items.
variables are write_roles configured,
PRB878189 read-only for non- 2. Open the Sales Laptop catalog
and a non-roled user tries
roled users item.
to create a request using
the catalog item, all of the 3. From the related list, open
variables are read-only in the Additional software
Service Portal. However, requirements variable.
the variables in the catalog 4. Add the Write roles field to the
item in the normal catalog form if is not already there.
UI are not read-only.
5. Add the admin role to the
The Catalog desktop variable (so that the admin is
UI checks create_roles required to write to the variable).
when ordering, and it later
checks write_roles in the 6. Click Update.
variable editor. However, 7. Impersonate an ESS user.
Service Portal checks
write_roles in both places. 8. Navigate to the Service Portal.
The fix for this PRB 9. Search for and view the Sales
resulted in an API change Laptop catalog item.
to the getCatalogItem
method. For details, refer Expected behavior: Variables are
to KB0621849. writable in the normal UI and Service
Portal.
Actual behavior: Variables are read-
only in Service Portal. They are
writable only in the normal UI.
Other Istanbul Patch 3a information
Service Portal and the getCatalogItem scriptable API

• Changes were made to the getCatalogItem method in order to support the same functionality in
Service Catalog and Service Catalog in Service Portal.
• The getCatalogItem class was changed from getCatalogItem(String itemID) to
getCatalogItem(String itemID, boolean isOrdering). For details, refer to KB0621849.
Fixes included with Istanbul Patch 3a

Istanbul Patch 3
IstanbulPatch 3 was released on February 28, Build date: 02-24-2017_1059

istanbul-09-23-2016__patch3-02-08-2017
KB0621511.
Notable Fixes
significant fixes.


description
User Activity stream Activity stream does 1. Impersonate an admin user (e.g. Fred
Interface does not load not load if relationship Luddy).
(UI) if relationship changes are in the feed
changes are in and modifications were 2. Navigate to Incident > Open.
PRB720998 the feed and made by an invalid user 3. Select any Incident and note its
KB0610429 modifications or a user that no longer number.
were made by exists.
an invalid or 4. Right-click in the form header and
nonexistent choose Configure > Related Lists.
user 5. Add Task->Parent to the Selected
list and click Save.
6. Go to the Tasks related list on your
Incident and click Edit.
7. Move any Task to selected and click
Save.
An activity stream entry for your
relationship change is displayed.
8. Delete / change the user ID from the
admin account (e.g. Fred Luddy).
9. Reload the Incident from step 3.
Note that instead of the user ID for the

invalid account being displayed, the
activity stream does not load, and NPE
errors are listed in the logs.
Import / Currency The currency field icon is 1. Create a table with a currency
Export values are missing when Export to column.
incorrect in Excel is used. On some
PRB686120 Export to Excel glide.system.locales, the 2. In the fx_currency table, change the
first digit can be printed symbol for TRY to #.
KB0596141
twice, and an extra 0 is 3. Set glide.i18n.single_currency to
added. false.
4. Set glide.i18n.single_currency.code to
USD.
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 with
a currency amount in $ (e.g. $100).
8. Export to Excel.
Note that the output value is 1100.00.


description
Edge Selecting This issue only affects Refer to the listed Known Error KB article
Encryption 'Update All' Edge Encryption for details.
or 'Update customers who
PRB762588 Selected' in
have tables with
KB0621513 a list view Edge Encryption
nullifies Edge encrypted fields and
Encryption active encryption
encrypted fields configurations for these
fields.
Data loss can occur
when attempting to
update records with
edge encrypted fields.
This is due to a defect
in the handling of the
multiple update function
in a list view.
When a user updates
several records with
encrypted fields in list
view using Update All
or Update Selected,
the contents of the
encrypted fields are lost
once Update is clicked.
Edge A network This issue only affects

Encryption outage can Edge Encryption users.
cause the proxy
PRB756425 server to give Users should be able to
up trying to set the connection retry
connect back to interval and retry limit for
the instance the proxy server.
The fix for this PRB
allows users to set
the retry interval
and limit with the
edgeencryption.register.retry.count
property. The default
value for the connection
retry interval is 5
seconds, and the
default value for the
retry limit is 0. When
the retry limit is set to
0, the proxy server will
attempt to reconnect
until a connection is
established. See Edge
Encryption proxy server
properties for details.

All Other Fixes

plugins description
Application The portal- 1. Activate 'Performance Analytics

Portfolio based - Content Pack - Application
Management application Portfolio Management and
360 Change Management'.
PRB747299 dashboard
is not 2. Open the Application 360
showing dashboard.
the
'Number of Notice the 'Number of change request'
changes' widget is not loading correctly.
widget
AutomatedExecuting a
Automated When a user is in a 1. Create a new application or switch
Test Test test created scoped app and creates to an existing scoped application
Framework
Framework in a non- a test for that scoped (scope should not be global).
global app, the test fails.
PRB716257 scope fails 2. Create a new test in this scope.
3. Add an Impersonate step, and set
the user to any valid user.
4. Add a record query step:
• Set the table to sys_user.
• In the field values, set the
sys ID to the output of the
impersonate step.
5. Execute the test.
Expected behavior: The test should

pass.
Actual behavior: The test
fails. In the test result output,
we find this error: Evaluator:
org.mozilla.javascript.EcmaError:
"ATFStepDescriptionGenerator" is not
defined.


plugins description
Change Change The OOB There are 3 record 1. Navigate to Service Catalog >
Management
Management record producers in Change Catalog Definitions > Record
- producers > Standard Change Producers.
PRB718562
Standard in the > Standard Change
Change Standard 2. Query for these record producers:
Catalog > Template
Catalog Change Management: • Propose a new Standard
Catalog > Change Template
Template 1. Propose a new
• Modify a Standard Change
Management Standard Change
Template
have a Template
• Retire a Standard Change
read-only 2. Modify a Standard Template
protection Change Template
policy
3. Retire a Standard 3. Try to change the Name of these
Change Template record producers.
These record producers You cannot change the record

have a read-only producers' names because their
protection policy, which protection policy is set to read-only.
prevents users from
changing the names of
these record producers.
Configuration
Configuration Incorrect This issue occurs
Management
Management values when metrics reach the
Database(CMDB) for metric maximum failures.
(CMDB) scores
and total
PRB719770 processed
CIs on the
CMDB
Health
Dashboard
Configuration
Configuration 'CMDB
Management
Management Health
Database (CMDB) Dashboard
(CMDB) -
Correctness'
PRB717738 is not
getting
updated
Discovery Session Apache Commons

pool fails Pool does not check for
PRB714435 to unblock blocked borrowers when
borrows returning objects that
when fail with testOnReturn
returning enabled.
failed
connections


plugins description
Email In Istanbul This issue occurs in In an Istanbul instance:

incidents, Istanbul instances. When
PRB753659 using the viewing an incident in 1. Navigate to an incident in form
'quick form view, users can view.
email' click options (three-dot) 2. In the header, click the options
function and send an email from menu (three dots).
adds the the form. However, when
user to the a user clicks this quick 3. Open an email template.
CC field, email option, the user 4. Try to remove the email address
and they appears in the CC field in the CC field.
cannot be and cannot be removed.
removed
Note you cannot remove the email
address.
Event Dashboard When the dashboard

Management is not is loaded with the
loaded in "Prioritize by: Business
PRB715759 the default criticality" default value,
mode it incorrectly has the
"Prioritize by: cost" view.
Human Human The user The user form section 1. Navigate to the User table.
Resources
Resources form should be in the global
Scoped section scope, but it is in the 2. Click on a user.
Service
App:
Management is being HR application scope 3. Click Configure > Form layout.
Core captured instead.
PRB742435 in the HR
application Expected behavior: This should be in
global section.
Actual behavior: The user form
section is being captured in HR core
application.


plugins description
Human After This issue affects In a Helsinki instance with the HR v1

Resources upgrade, instances that plugin (com.snc.hr.core) activated:
Service the HR have both HR v1
v1 legacy 1. If there is no demo data, create
Management (com.snc.hr.core) and
affix in some HR cases.
HR v2 (com.sn_hr_core)
PRB756293 application active. 2. Upgrade the instance an early
menus are Istanbul version (e.g. Istanbul
missing The legacy affixes in the
Patch 1).
HR v1 application menu
titles disappear when a 3. After the upgrade, activate HR v2
user: (com.sn_hr_core).
1. Installs HR v1 on a 4. Log out and log back in.
Helsinki instance Observe that the navigation menu
2. Upgrades to an correctly labels the HR v1 legacy
early Istanbul modules.
release (e.g. 5. Now upgrade the instance to
Istanbul Patch 1) another Istanbul version (e.g.
3. Installs HR v2 Istanbul Patch 2).
4. Upgrades to another
early Istanbul Note the navigation menu no longer
release (e.g. labels the legacy HR v1 modules.
Istanbul Patch 2). Expected behavior: Both legacy
modules with legacy affix and new
modules should show up in the nav
menu.
Actual behavior: The legacy affix on
old modules is not showing up in the
navigation menu.
Import / After In Fuji, columns in Excel In a Fuji instance

Export Geneva exports were resized
upgrade, automatically to fit the 1. Open any list report.
PRB678591 columns width of all content in 2. Export the report to Excel.
in Excel one line on an Excel
export export. This behavior The column width automatically
auto-wrap changed in Geneva - all resizes.
and do not columns are exported as
automatically a fixed with by default, In a Geneva instance
resize the and the text for each field
width to fit wraps to the next line. 1. Open any list report.
all content 2. Export the report to Excel.
in one line
The column width is fixed with text
wrapping.


plugins description
KnowledgeIn
Knowledge This issue occurs in In an instance with Knowledge V3:
Management
Management Knowledge Knowledge V3. When
V3 V3, the a user enters two 1. Navigate to Knowledge >
PRB709014 page never numbers or letters into Homepage.
finishes the homepage search, 2. In the search field, type F5 and hit
loading the search begins, the Enter key on your keyboard.
when but it keeps spinning
a user and never returns any
enters two results. The page turns The page turns white with two columns
numbers or white with two columns and a spinning circle in the left column
letters (or a and a spinning circle in that never stops spinning. No search
combination the left column. results are returned.
of both)
into the
homepage
search
Lists Switching When switching between 1. Navigate to a table with a

between 'is' the 'is' and 'is not' currency type field or add a
PRB725555 and 'is not' operators in the currency currency type field to an incident.
KB0598806 operators field of the new condition
on the builder, the condition is 2. Create a condition for the
currency omitted. currency field such as [Currency
field causes Field] [is] [100].
condition 3. Run the query.
not to be
added to Notice that the breadcrumbs
the query reflect the filter.
string when 4. Change the "is" operator to "is
running the not".
filter
5. Run the query.
Note that the breadcrumb shows
only All.
The condition is not added to the filter.
Lists On UI lists, In UI11, if a date/time Refer to the listed Known Error KB

condition filter already exists, article for details.
PRB717100 builder with users cannot use the
KB0598603 the date/ condition builder on lists.
time filter is This issue occurs in
broken Chrome and Firefox.


plugins description
MID Uptime The Linux uptime probe 1. Run DiscoverNow on a server CI.
Server probe hangs when it is run
hangs under J2SSH. 2. Check the time it takes to run the
PRB718616 under discovery job.
J2SSH
Expected behavior: For 15/16
commands, it should take less than 2
minutes to finish.
Observed behavior: It takes 16
minutes to complete. The first 15
commands are completed in less than
a minute while "uptime; date +%s"
eventually times out, which in this case
was 15 minutes.
Mobile Mobile In mobile, Only read-only fields are In the mobile UI or mobile app:
UI users are affected - users are able
PRB739983 unable to to scroll in non-read- 1. Go to System Properties >
scroll in only fields. This issue Mobile UI Properties.
read-only is reproducible in the 2. Enable the updated mobile Web
text fields mobile UI and the mobile Experience available in Helsinki.
app.
3. Open an existing incident and
change the view to mobile.
4. Add the field Description, and
add a long description here.
5. Make the field read-only.
6. Go to this URL to switch
to the Mobile UI: https://
(instancename).service-
now.com/$m.do#
7. Open the incident.
Notice that is not possible to scroll

down to read the full description.


plugins description
Mobile Mobile iOS mobile When a user enters a 1. Open an existing incident and
UI UI - Read- value into a field and change the view to mobile.
PRB752273 only fields makes it read-only,
containing the text color becomes 2. Add the field Description.
a value very light, and it is very 3. Add a long string of text into this
have a very difficult to read the text. field.
light text
color, which 4. Make the field read-only.
is difficult to 5. Go to this URL to switch
read to the mobile UI: https://
(instancename).service-now.com/
$m.do#
6. Open the incident.
Notice the text's font color and

background are very light, which is
difficult to read.
Platform Virtual A symptom of this issue 1. Navigate to v_plugin_list.do.

Security tables do is that an instance's
not work plugin list appears as Note table is empty.
PRB735958 with read- empty. 2. Clear the cache.
only mode
3. Reload the plugins.
The plugins appear.
Platform Upon login, In UI16, uploading a 1. Upload a new image for use as
Security users are banner image causes a glide.product.image or use Basic
redirected login navigation issue. Configuration UI16 to upload a
PRB752083 to banner Because the system new banner image.
KB0621009 image/ attachment (image) files
product are protected, users For more information, see
icon who do not have the Customize the logo in system
instead of a image already cached properties.
homepage are incorrectly directed to 2. Log out.
the image file after login.
3. Clear your browser cache (Shift +
Click Refresh for Chrome) or use
an incognito browser.
4. Log in again.
Instead of the homepage being

displayed, the main frame is redirected
to banner image.


plugins description
Project Scroll If a user makes a change Ensure the PPM plugin is activated
Management focuses such as updating a with demo data.
to the task's dependencies,
PRB710090 top when the planning console will 1. Open the planning console and
certain focus scroll to the top of select a project with at least 20
changes the page. tasks.
are made 2. Expand the tasks so that a scroll
to a task bar appears.
via the
planning 3. Scroll down as far as possible and
console connect a task dependency to
another task.
Expected behavior: The loading

progress icon should appear, and the
user should stay in the same location
while making the update.
Actual behavior: Loading finishes and
the screen focuses to the top of the
page.
Reporting When Reports with display 1. Create a report with a large

a report grid turned on for a display grid and turn on the
PRB748609 is on a homepage can have an display grid.
homepage excessively large size
and display because the report takes 2. Add that report to a homepage.
grid is the size of the display
turned on, grid. When the report renders, you will see
the report that it is the same size as the display
takes the grid, rather than being a normal size.
size of
the grid
and can
potentially
be very
large
Scheduled GlideSchedulerWorker
Job occasionally
Processing throws
PRB732745
Security Security Security The Security Incident

Incident Incident Incident Response plugin is
ResponseResponse Response stopping user access to
plugin is journal fields on any non-
PRB732930 causing task table.
issues with
attachments
and work
notes


plugins description
Security Security Opening When a user with a large 1. Navigate to Security Incident
Incident Incident a Security number of groups tries Templates.
ResponseResponse Incident to create a Security
template Incident template, the 2. Create a new security incident
PRB747783 from a page hangs. template.
list takes Observe slowness.
longer
than 1000 3. Open a record in the list of
seconds incident templates.
Observe slowness.
Server Rhino Unnecessary Rhino

Side usage messages are appearing
Scripting warnings in in the logs.
wrapper log
PRB709225
Service Forms do In a list or form view, Refer to the listed Known Error KB
Catalog not display if a user hovers over article for details.
correctly in a reference icon with
PRB691890 list or form a sys_popup view
KB0621307 view when containing a variable
hovering editor, the form 'moves'
over some or 'bounces' on the
reference screen. If the variable
icons editor is removed from
the equation, the issue
does not occur.


plugins description
Service Cart If Price, Quantity or 1. Navigate to Maintain Cart

Catalog layouts Subtotal are unchecked, Layouts > Shopping Cart
are not the Item Ordering Widget Widget.
PRB712453 functioning is not visible.
correctly 2. Uncheck Visible and save.
KB0621186
3. Navigate to Maintain Cart
Layouts > Item Ordering
Widget.
4. Fill in the form in the
Components section 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 Widget

is not visible. If you check any one of
the check boxes for Price, Quantity
or Subtotal, then the Item Ordering
Widget is visible.
Service Service Some users are

Mapping Mapping experiencing
performance performance issues with
PRB733872 issues Service Mapping. When
changes occur around
the same time in multiple
business services,
the service model re-
computations take a
long time and occupy all
worker threads.
Service Under The SSH layer used by Configure a user on a Linux system
Mapping certain Service Mapping fails so there is a .profile script asking for
conditions, to connect to the UNIX some input during login.
PRB730839 Service system when the .profile
Mapping script is prompting for Note that Service Mapping fails to
discovery additional input. discover this system using SSH.
fails when
using SSH
Service Cart 1. Navigate to the Service Portal

Portal appears in without logging in.
header for
PRB714111 unauthenticated 2. Notice the cart in the header.
users


plugins description
Service Service Activity For some upgraded 1. Navigate to the HI Service Portal.
Portal Portal for Stream is instances, the activity
Enterprise not visible stream is not visible in 2. Open an incident.
PRB711870
Service in incidents incidents. This issue
Management does not affect zbooted Note that the activity stream is not
instances. displayed.
Service Navigating 1. As an admin in Service Portal, go

Portal to the UI to the Incident form.
Policies
PRB745287 or Client 2. On the top-left, open the header
Scripts for options menu.
a given 3. Click UI Policies or Client
form results Scripts.
in an invalid
URL
Note that the page you are looking for
cannot be found because the request
being made is invalid.
Update System Error when Some specific update

Sets Update previewing/ set payloads that have
Sets committing been formatted with
PRB671146
Preview update set line breaks can cause
with an errors when previewing/
unusually committing.
formatted
payload This PRB only addresses
updates with line breaks
in the payload element
AND the payload starts
with:
<record_update>
<sys_dictionary ...


plugins description
Usage Subscription Subscription In Helsinki, Subscription In an instance with Subscription

Analytics Administration
Management Management has two Management:
Base notifications types of notifications:
PRB715421 are 1. Do one of the following:
confusing 1. Users are notified
• Allocate too many users to a
every time their
subscription
instance receives
a new subscription • Have too many discovered
record. This nodes, devices, or servers for
notification is a Discovery subscription
sent for existing • Exceed an All User
subscriptions subscription by having
as well as new excessive active users
subscriptions.
2. Reach the start of a new month
2. Users are notified (the messages are generated on
about overallocation the first day of each month around
once a month if the ~6am).
'Allocated' value
is greater than the
'Purchased' value. Note a message is sent to all admins
if no admin has the usage_admin role
(otherwise, the messages are only
Both of these sent to usage_admin).
notifications are
confusing and should be
disabled.
User Records Records created from Refer to the listed Known Error KB
Interface created Parent/Child templates article for details.
(UI) via Parent may not be linked by
and Child the correct field. For
PRB692578 Templates example, Change
KB0598164 are not Task records may be
properly linked to a Change
linked Request record by the
Parent field, instead of
the Change Request
field, which may not be
displayed on the Change
Task > Change Request
related list.


plugins description
User UI16 In Istanbul, In previous releases, In an Istanbul instance:

Interface text in the the DarkNOW theme
DarkNOW consisted of white text 1. Click the settings button in the
(UI)
theme on a grey background. In top-right corner.
PRB748976 changed Istanbul, the DarkNOW 2. Navigate to Theme > select the
colors theme changed to red DarkNOW theme.
text on a dark grey
background, which can 3. Look at the text color on the left-
be difficult for users to hand application menu.
read.
In previous releases, the text color
was white. In Istanbul, the text color is
red.
• Edge Encryption
• Edge Encryption proxy server properties
The edgeencryption.register.retry.count allows users to set the maximum number of times the proxy
will ping the instance to try to register. The default is 0 (no limit).


hotfix1-04-14-2017


description
Platform Scoped Many error messages 1. Create a new scoped application.

Security Admin – Error appear when a user
messages navigates to a group that 2. Create two roles: sn_app_user and
PRB691031 appear when grants a scoped role, if sn_app_admin. Make sn_app_user
navigating to the user does not have only assignable by sn_app_admin.
a group that the proper role to assign 3. Give one user sn_app_admin. Do not
grants a scoped it. give this role to the system admin.
role
4. Create a group that assigns the role
sn_app_user.
5. Turn on scoped administration.
6. As admin (not scoped admin),
navigate to the group you created.
7. Refresh the page.
Error messages appear.
Istanbul Patch 2
Istanbul Patch 2 was released on February 1, Build date: 01-26-2017_1437

istanbul-09-23-2016__patch2-01-11-2017

KB0610519.
Notable Fixes
significant fixes.

description
Persistence Under certain Date/time field Refer to the listed Known Error KB article
conditions, corruption can occur for details.
PRB753109 date/time when using live update
KB0621048 fields can be functionality (for
corrupted example, Service Portal,
Lists, Visual Task
Boards, and the activity
stream). This issue
occurs intermittently and
does not occur under
most use conditions.
User User The user preference 1. At the bottom of a browser console,

Interface preferences glide.ui.related_list_timing enter
(UI) such as is sometimes set to false
my_home_navigation_page
without explanation. CustomEvent.fireAll(undefined,false);
PRB716032 and
Related lists are
KB0598890 related_list_timingdisabled for the user 2. Refresh the browser and click the
are incorrectly until an accepted value gear icon.
being set to is entered. Similarly, the
false, breaking my_home_navigation_page
Note that in General, Home has no default
homepages user preference is selections - neither Homepages, nor
and related lists being set to false,
Dashboards got selected.
causing errors loading
homepages and Similarly, in Forms, the 'Related list
dashboards. loading' has no radio button selected.
Both of these values Refer to the listed Known Error KB article

are set using the radio for details.
buttons in the settings
gear icon in the top-right
corner of the screen.


description
logout_redirect.doAfter upgrading from Fuji

Authentication
causing to Geneva or Helsinki,
PRB716685 SAML signed some customers who
authentication have signed SAML
failure requests are unable
to log in using SAML.
For example, after an
upgrade from Fuji to
Geneva or Helsinki,
authentication fails.
PerformanceBlank lists Many operations, like

Statistics might display loading the list view for
and when trying to a table, are timed for
Graphs view a table building performance
metrics. An issue with
PRB698328
this timing causes the
transaction it is timing to
error out.
One possible symptom
is seeing a blank list
when trying to visit a
table despite not failing
any ACLs. The issue
resolves itself in a few
hours or days.
User List v3 On Helsinki instances, Refer to the listed Known Error KB article
Interface ignores the List v3 ignores the for details.
(UI) glide.ui.goto_use_contains
glide.ui.goto_use_contains
system property system property.
PRB679644
KB0610408
Platform User roles are When the property On an instance that does not have
Security deleted when 'glide.role_management.use.inh_count'
Role Management V2 plugin,
'glide.role_management.use.inh_count'
is manually created create a new system property
PRB734805 is true on an instance without 'glide.role_management.use.inh_count' set
without Role activating the Role to true.
Management Management V2 plugin
V2 plugin Notice that as you make changes to the
(com.glide.role_management.inh_count),
it ends up deleting user roles, some of the inherited roles are
entries in the automatically deleted.
sys_user_has_role table
that are marked with
'inherited' true.

All Other Fixes

Plugins description
Performance
Application Removing PA filters need to be
Portfolio Analytics PA filters removed from APM
Management- from APM because they should not
Content as filters exist in a non-premium
PRB740977 Pack - should plugin. In addition, the
Applicationnot exist PA with APM plugin
Portfolio in non- should not activate other
Management,premium non-licensed content
Applicationplugin packs.
Portfolio
Management
ApplicationAssessment
Application 1. Create an Assessment metric
Portfolio Portfolio indicator type with the scaling factor set to
ManagementManagement is not a value other than 10 (i.e. 5).
considering
PRB731350 the scale 2. Create an application indicator
factor pointing to this Assessment metric
provided type.
in the 3. Attach the indicator to the
assessment application scoring profile.
metric type
definition 4. Generate the application score.
Expected result: The assessment's

normalized value should be scaled to
1-10.
Actual result: The assessment's
normalized value is considered as if
the scaling factor is 5.
AutomatedField
Automated When using the 1. Open a new Hardware form.
Test Test Values Automated Test
FrameworkValidation Framework to run a 2. Open the Hardware form with ID
Framework
- "Step test for 'Field Values Hardware: P1000479 - Apple
PRB720387 execution Validation,' users receive MacBook Pro 15".
failed the following error: 3. Impersonate Abel Tuter.
with error: "Step execution failed
Cannot with error: Cannot read 4. Field Values Validation - Validate
read property 'serialize' of that the form matches the
property undefined". following condition: Assigned to =
'serialize' of Abel Tuter
undefined" 5. Run the test.
Note the following error for the last

step: "Step execution failed with error:
Cannot read property 'serialize' of
undefined".


Plugins description
Chat Chat Using This issue occurs when

Legacy a user launches chat
PRB717327 Chat in using a link within a CMS
Helsinki, page. This is done using
the chat the format outlined in
client Link syntax.
user does
not see When the CMS page is
responses loaded within the nav
until the frame, the chat window
chat loads. However, the
window is user will not get the
reopened initial response from the
queue or any responses
from the support tech.
If the caller closes the
chat window and starts
another chat, the issue
no longer occurs.
When the CMS page is
loaded outside of the nav
frame, the issue does not
occur at all.
Chat Inconsistent In Connect, there is Refer to the listed Known Error KB

audio and inconsistent behavior article for details.
PRB716841 desktop for audio and desktop
KB0621686 notifications notifications. When
in Connect desktop and audio
notifications are set,
notifications appear,
disappear, and then
appear again. Audio
notifications are also
inconsistent, especially
when related to
transfers.
Core Multiple OR When a related list 1. Navigate to Incidents.

Platform coupled contains multiple OR
with an with an AND condition 2. Open a filter.
PRB725027 AND in the new condition 3. Add this related list query on Task
condition builder, the correct SLA: Task: Active = true OR
on related results are not retrieved. active = false AND created by IS
list is not The error below is NOT EMPTY
working displayed: Syntax Error
on new or Access Rule Violation
condition detected by database Expected behavior: A report should be
builder (Unknown column displayed.
'sys_user_has_role0.sys_domain'
Actual behavior: No data is displayed,
in 'on clause') and users see an error message.


Plugins description
Discovery Probes and

sensors
PRB741345 should
return
to using
default
trigger
probes
for load
balancers
Edge Edge When a table contains

Encryption Encryption a long column name
mass (e.g. 36 characters long),
PRB717547 encryption Edge Encryption's mass
job fails encryption job fails.
on fields
with long
column
names
Filters Related list If the condition is using

condition both new criteria (NQ) in
PRB715339 is ignored the main condition, and
if the main a related list condition
query is (RLQC), then the related
using new list condition is ignored.
criteria
Financial Financial Levels of In the allocation setup, Navigate to Cost Transparency

ManagementManagementhierarchies the chart of account > Workbench > Load Allocation
cause the is out of order and Setup.
PRB733373 allocation segments are displayed
setup to in an unusual order. Note the chart of account goes out of
become out order in the allocation setup.
of order
Financial Financial Cost Cost allocation has 1. In Cost Model, create a

ManagementManagementallocation segment level rollups breakdown between any
breakdown with null weight maps, segments (e.g. IT Shared
PRB740964 generating and the breakdown of Service and Business Unit).
wrong cost allocation lines Make sure the segments have
amounts created is incorrect. segment level rollup.
Users are unable to plot
two-dimensional charts. 2. Run the allocation engine to
generate breakdown lines.
3. Review the allocation lines to plot
a pivot table between IT Shared
Service and Business Unit.
The amount data is incorrect. Users

cannot use the breakdown feature if
they have segment level rollups.


Plugins description
Forms Activity Some users are 1. Perform a cache flush.

stream experiencing issues
PRB733103 appears as with the activity stream - 2. Open an incident and fill the
empty users cannot view work Short description with: Here's a
notes and additional test.
comments. This issue 3. Submit the incident.
affects any journal
fields (e.g. work notes, 4. Go to /incident_list.do.
comments, or custom 5. Open any other incident.
types).
Note the activity stream remains
empty. Errors appear in the developer
console.
Governance, Manual When there is an active Activate the Governance,

Risk indicators Manual indicator that has Risk, and Compliance (GRC)
and may error no 'reference_table' set, [com.snc.governance] plugin with
Compliance with 'GRC the GRC indicator nightly demo data.
indicator run scheduled job will
PRB722431 nightly run' prematurely error and 1. Navigate to Policy & Compliance
stop. > Indicators.
2. Create new a Collection:
• Frequency: Daily
• Type: Manual
• Item: <any>.
3. Go to Scripts - Background and

run:
new
IndicatorEngine().runAllIndicators
Expected behavior: The appropriate

indicator tasks are created.
Actual behavior: The IndicatorEngine
stops prematurely and errors.


Plugins description
HR When the This issue occurs in the On a Geneva instance:

Service Workday's Workday integration. If
Management Push you enable the property 1. Set up the Workday integration.
feature is 'com.snc.hr.wday.hr_enable_workday_push',
2. In the Workday properties, turn off
PRB716194 disabled in it will prevent users who the Push feature.
ServiceNow, are flagged on Workday
it breaks for Termination, to not 3. In Workday, flag a user to be
the Transform when the terminated.
Termination record is pulled into 4. Go to the same record in
Process ServiceNow. ServiceNow and look at the
and the Active flag.
inactive
users
Notice the Active flag is still set
will not
to True even though it is flagged
transform
correctly in the Import sets table.
KnowledgeUsers can
Knowledge When a user tries to Part 1: Give access to the 'Import
Management
Management select import an article using Articles' button to Adela (demo user).
V3 knowledge the 'Import Article' button
PRB718012 base to found on the Knowledge 1. Log in as a user with elevated
'Import homepage, they are able privileges.
Articles' to select a knowledge 2. Navigate to Knowledge >
even base that they do not Administration > Knowledge
though they have contributing access Bases.
do not have to.
contribution 3. Click on the IT knowledge base.
access to 4. Under the Can Contribute
that KB section, click on the user criteria
The ACME North America IT
Department.
5. Uncheck the Match All checkbox,
and add Adela Cervantsz to the
Users field.
Part 2: Reproduce the issue.

1. Impersonate Adela Cervantsz.
2. Navigate to Self-Service >
Knowledge.
3. Click Import Articles.
4. Click on the dropdown list field
Knowledge Bases.
Note that the 'Knowledge' KB is one

of the options, even though the user
do not have 'contribute' access to the
Knowledge KB.


Plugins description
Knowledge Users with Users with Refer to the listed Known Error KB
Management knowledge_admin
knowledge_admin role article for details.
role do should have read/write
PRB687945 not have access to all knowledge
KB0596764 read/write bases regardless of user
access criteria.
to all
knowledge
bases
KnowledgeResizing
Knowledge Knowledge pages are
Management
Management issues with not always resized
V3 Knowledge properly - some pages
PRB721929 pages are cut off. In addition,
the Knowledge ESS
script should only run
when knowledge pages
are being rendered.
KnowledgeWhen
Knowledge ESS users are This issue occurs intermittently.
Management
Management ESS users experiencing intermittent
V3 access the issues with categories 1. Log in to an instance as an admin
PRB734679 Knowledge on the Knowledge user.
homepage, homepage. When some 2. Navigate to Self-Service >
categories ESS users click the ESS Knowledge > Knowledge
intermittently link to the Knowledge Bases.
do not page, no categories are
show up loaded. Sometimes, all 3. Make one knowledge base
categories load correctly. active, and make the remaining
knowledge bases inactive.
4. Navigate to ESS.
5. Press command and click the
knowledge link 20-30 times
continuously on that page. This
will cause 20-30 tabs to open.
In some of these tabs, the categories

do not load.
Expected behavior: The categories
load on the knowledge base home.
Actual behavior: The categories do not
load.


Plugins description
Knowledge Table When a document On an instance that has the "import"

Management styling from is imported into feature for Knowledge:
imported Knowledge, the imported
PRB670500 doc file is file loses its table styling. 1. Find a document contains a styled
stripped The table structure is still table.
out when present and works as 2. Drag and drop the file to the
document expected, but its styling Knowledge Homepage. Then,
is imported is lost. follow the popup's instructions to
into import the file.
Knowledge
3. Go to the KB record and click
Edit. Notice that the table
structure is displaying as
expected.
4. View the KB article.
The table does not look like a table

because its styling is lost.
KnowledgeKB header When users try to attach

Knowledge Make sure property
Management
Management that has a knowledge article from 'glide.knowman.show_flag' is turned
V3 Attach the short description in off, and the user does not pass
PRB667848 to [Task] an incident form, the canContribute.
button header on the kbpop
is not window is hidden, and 1. Impersonate a user who has
available the user does not have access to create and modify
for certain the option to attach the incidents.
users KB article to the incident. 2. Disable contextual search on the
due to incident form.
conditions
in 3. Open any incident and click the
'kb_view_common' Search knowledge icon next to
UI Macro the short description.
4. Select any knowledge article.
Notice the user does not have the

option to Attach to Incident.
Expected behavior: If a user has
access to update or create an incident,
they should be able to attach a KB
article to the incident.
Actual behavior: If a user passes
canContribute condition for a
knowledge article or if the property
'glide.knowman.show_flag' is true,
then the user can attach a KB to the
incident.


Plugins description
Mobile Mobile Mobile Web 1. Log in to an instance as an admin

UI - Setting and elevate your privileges.
PRB721245 the system
property 2. Set the glide.ui.escape_all_script
glide.ui.escape_all_script system property to true.
to true and 3. Create a mobile theme and set it
setting as the active mobile theme.
a mobile
theme 4. Navigate to $m.do.
causes the
mobile web Expected behavior: The mobile
UI to not UI should render when the
render glide.ui.escape_all_script property is
set to true.
Actual behavior: The mobile web UI
does not render. Errors appear in the
console.
On-call Calendar When the setName

Scheduling setname method is used in
method 'Server AJAX processor',
PRB741089 renders scheduled pages render
HTML tags HTML tags on calendar
view. This breaks
scheduled pages and
calendar views.
Performance 'com.snc.pa.new_scores_tables'
This PRB fix also In an instance with an empty
Analytics property is includes various stability 'pa_scores' table and the property
updated to improvements. 'com.snc.pa.new_scores_tables',
PRB723113 'false' after reinstall the Performance Analytics
re-installing plugin.
the
Performance Expected behavior: The property
Analytics should not be changed.
plugin Actual behavior: The property is
updated to 'false'.


Plugins description
Performance
Performance Records When the Records tab is 1. Collect for the indicator until today
Analytics Analytics not selected, records are not (i.e. set the value Relative End to
appearing shown. Instead, the chart 0).
PRB726997 when the is still displayed.
Records 2. Open the indicator and turn off
tab is This issue may also real-time scores.
selected affect users who are 3. Click today's date in the graph.
viewing a detailed
scorecard from a 4. Click the Records tab.
different timezone. To
reproduce this issue, Expected result: The Records tab
set a job to collect shows the records that contribute to
for Number of open the score.
incidents in the 'Pacific/
Auckland' timezone Actual result: The Records tab is
and view the scorecard selected but the Chart is displayed. No
as a user from the records are shown.
Amsterdam timezone.
Even though collection
happens until yesterday.
the record tab is not
shown for yesterday's
score.
Performance
Performance Conditions Conditions in the 1. Install the Spotlight plugin.
Analytics Analytics in the spotlight_criteria table
- spotlight_criteria
have a maximum 2. Navigate to Spotlight > Spotlight
PRB724592 Spotlight conditions length of 40 characters. Criteria.
table have This should be 4000 3. Create a new criteria type Query.
an incorrect characters.
maximum 4. Add conditions on the query.
length 5. Submit the new record.
Expected result: All the conditions on

the new spotlight criteria should be
saved.
Actual result: Only 40 characters in the
condition are saved.
Performance
Performance Widgets 1. Drop any Reporting widget on the
Analytics Analytics are resized home page.
Application incorrectly
on 2. Drop any PA widget on the home
PRB716234 homepages page.
The Reporting widget sets a decent

size for itself while the PA widget does
not.


Plugins description
Persistence Migrating Migrating new columns

a column into off-row storage
PRB734921 into off-row can cause data loss
storage can on the original table
cause data due to malformed SQL
loss on the generation.
original
table
Service Semi- The Anomaly Detection

Analytics constant module produces
time false positive anomaly
PRB730614 series are alerts in the case of
sometimes some semi-constant
mis- or low variability metric
classified data. In Istanbul, these
as having metric time-series are
weekly sometimes misclassified
periodicity, as 'weekly' or 'noisy',
resulting in and the resulting models
incorrect do not do a good job of
bounds for setting control bounds.
operational
metrics This PRB fix removes
these mis-categorized
metrics from those
being tracked via control
bounds, avoiding false
positive that are due
entirely to the mis-
classification. Models
are also able to more
robustly distinguish
between 'weekly', 'noisy',
and 'trendy' time series.
Service Time When a metric has

Analytics Series values that are very
Classification small [e.g. values that
PRB742556 mis- are O(1.0e-4)], the data
diagnoses may be mis-classified
noisy as near-constant or
data with multinomial when it is in
very small fact 'noisy'.
mean and
standard
deviation


Plugins description
Service SCSS Currency In Service Portal, the 1. Open any service request
Portal Bootstrap symbol is form widget request (sc_request) in an instance which
Theme missing record's price field does has a price configured.
PRB714879 from not have the currency
currency symbol. 2. Copy the sys_id.
and price 3. Open the same using the
field types following in the Service
in form Portal: <instance>/sp?
widget id=form&table=sc_request&sys_id=<sys_id>
Notice the price field does not contain

the currency symbol.
Service NG Service In Service Portal, if 1. Go to the User table.

Portal shared Portal a user runs a search
components
catalog for a string that 2. Pick a few users and change their
PRB717754 reference contains periods in the IDs to these:
field catalog reference field, • first.last.1
behaves everything up to and • first.last.2
strangely including the first period
• second.last.3
when is dropped from the
• second.last.4
search term query, and everything
includes else is treated as a • stuff.last.3
a period contains. For example,
(dot / . ) searching for hello.stuff.1 3. Pick any Service Catalog item
ends up doing a LIKE and add a reference variable
'%stuff.1%' (reference to: User table).
4. Update the variable
attribute's value to:
ref_auto_completer=AJAXTableCompleter,ref_a
When you search "first.last.", it should

only return two entries, not five.


Plugins description
Service Catalog This issue Activate the 'Service Portal for

Portal item occurs when the Enterprise Service Management'
quantity glide.sc.allow.quantity plugin.
PRB730090 selector property is empty.
is not 1. Impersonate an admin user.
displayed 2. Navigate to Service Catalog >
for non- Catalog Definitions > Maintain
admins Items.
3. Open the catalog item Apple
iPhone 5 and click Try it.
Notice that the quantity choice list
is showing correctly.
4. Impersonate an itil user and
notice that even for this user, the
quantity choice list shows up.
5. Navigate to Service Portal (/sp)
and open the catalog item.
The quantity should show up for the itil

user in Service Portal, but it does not.
It only displays for the admin user.
Service Type- 1. Log in as admin.

Portal ahead
widget 2. Navigate to /sp?id=sc_home.
PRB717573 instance 3. Open control and click the search
options has bar to open the type-ahead widget
duplicate context menu.
options
4. Open instance options.
Note the following duplicate options:

Color, glyph, size, title.
Service Catalog A custom Catalog Item 1. Create a scoped application and

Portal client page inside of a scoped switch to that scope.
scripts Service Portal does not
PRB716080 cannot be fetch or execute the 2. Clone the SC Cat Item page.
fetched UI policies or catalog 3. Clone the SC Cat Item widget.
from a client scripts. It errors
scoped out because the script 4. Use the cloned widget in the
application includes that do this cloned page's SC catalog item
are not accessible to all widget instance.
scopes. 5. Try to use that cloned page to
fetch a catalog item with a UI
policy or catalog client script.


Plugins description
Service Service Service Portal Service 1. Create a catalog category with no

Portal Catalog Catalog categories and items associated to it.
subcategoriestheir subcategories do
PRB715696 do not not display when there is 2. Create a subcategory in that
display no item on the category category and associate items to it.
KB0610284
when no level. 3. View the category or a list of
item is categories including yours in the
on the standard Service Catalog.
category
level Note that Category (empty) and
subcategories (not empty) display.
4. View the category or a list of
categories including yours in the
Service Portal Catalog.
Note that the Category does
not display and neither do
subcategories.
Service If If either field has a value, 1. Edit the Calculator sp_widget

Portal sp_widget.option_schema
the Instance Options record in the normal UI.
is empty, option should be enabled
PRB718706 Instance in the debug context 2. Empty the Option schema field if
Options is menu. it has a value.
disabled in 3. Add the Title field to the Fields
the debug field picker.
menu
even if 4. Navigate to the ?id=calc page in
sp_widget.field_list the Service Portal.
specifies 5. Ctrl+right-click the calculator
fields widget.
Note that Instance Options is disabled

- you should be able to click it to edit
the Title option.


Plugins description
Studio Scoped The activity formatter

apps: is global and available
PRB636482 Activity to all task tables. To
Formatter configure it for a specific
not table, users must create
supported a system property
for formatted as follows:
configuration glide.ui.<MY CUSTOM
TABLE>_activity.fields
However, in a scoped
application, it is <MY
SCOPE>.glide.ui.<MY
CUSTOM
TABLE>_activity.fields.
This does not work
properly.
System Server- Script With the Script Debugger Symptom 1

side
Applications Debugger turned on, some system
JavaScript causes 1. Launch the Script Debugger
level scripts controlling
PRB716104 Debugger some window.
visibility and/or behavior
scripts to of certain form elements 2. Navigate to the Transfer Order
evaluate behave differently. This list, then click New to create a
"answer" manifests in 2 known new Transfer Order record.
as always ways:
false, which
affects • "From stockroom" Note the From Stockroom field is not
some ACLs field on a new editable - it is read-only instead.
involved "Transfer Order" form Symptom 2
in form is set to read-only
rendering (should be editable) 1. Launch the Script Debugger
• "Form view section" window.
list on the "Configure 2. Navigate to create a new Incident
Form Layout" page record, then use the form menu to
for Incident is empty Configure Form Layout.
(should list each form
section)
Note the Form view section list is
empty.


Plugins description
Update Field Label If a new field is created

Sets is not by going to Configure
captured in > Form Layout, a
PRB636890 update set sys_dictionary and
if created sys_documentation
through record are created.
'Form However, if you look at
Layout' the update set you are
currently working in, you
will only see the insert
of the sys_dictionary
record.
If a new field is created
by going to Configure
> Table and inserting
a new row in the
Table Column related
list, both records are
created as expected. In
addition, both records
are captured in the
sys_update_xml table as
a customer update.
There is inconsistency
between these two
methods that should
result in the same output.
User User Unprivileged users are 1. Go to problem_list.do.

Interface without unable to save filters
privileges using the condition 2. Click the filter drop-down and
(UI)
cannot builder. create a filter.
PRB723284 save filter 3. Click Save, provide a name for
KB0598843 using the filter, and click Save.
condition
builder The list refreshes.
4. Click the list menu (hamburger)
icon next to Problems and hover
over Filters
The newly created filter doesn't
show up.
User Navigation When clicking around

Interface history the interface, incorrect
(UI) shows history entries
history from intermittently appear in
PRB743959 other users the navigator history.
until page
is refreshed


Plugins description
User Removing 1. Navigate to Incident > All.

Interface condition
does not 2. Add the following to the filter:
(UI)
update • Active=true
PRB725584 Filter • Assigned to = Abel Tudor
KB0598805 widget
condition 3. Click Run.
builder
4. Verify that the list updated.
5. Open filter widget builder.
6. Remove the Assigned to = Abel
Tutor condition.
7. Click Run.
8. Verify that the list updated.
9. Click the Filter funnel icon to view
the condition builder.
Note that the condition builder

shows Assigned to = Abel Tutor.
The Assigned to condition should be
removed.
User Activity 1. Navigate to

Interface stream sys_user_preference_list.do.
(UI) is not
displayed 2. Enter a record.
PRB719926 if the table 3. Add the activity stream into the
contains form.
the string
"ref"
Notice that the activity stream does not
load.
User Template When the Refer to the listed Known Error KB

Interface Dialog has system property article for details.
(UI) double [glide.ui.advanced] is
save set to true, two Save UI
PRB657559 buttons Action buttons are visible
KB0564244 with UI when creating a new
advanced template for Incident.
property
enabled


Plugins description
Visual Visual Upgrading When users upgrade Make sure that the Visual Task Boards
Task Task from Fuji from Fuji to Geneva, plugin is activated.
Boards Boards to Geneva the 'VTBTaskSecurity'
does not script includes are not 1. Provision a Fuji instance (e.g. Fuji
PRB716040 replace replaced. Instead, a new Patch 10).
the script script include is created 2. Navigate to System
includes with the same name and Definitions > Script Includes
named a new sys ID. > script include with name
'VTBTaskSecurity' VTBTaskSecurity and sys ID
'55112d03eb30310007e48c1cf106fe23'.
3. Upgrade the instance to Geneva
Patch 7.
Once the upgrade is complete,

notice that there are now two script
includes with the same name
and different sys IDs (one with
'55112d03eb30310007e48c1cf106fe23'
and the other with
'c0e5f973c300020038e7fe0712d3aedc').
Expected behavior: There should
be only one script includes with that
name.
Actual behavior: There are two script
includes with the same name.
Visual Under The card will move from

Task some one lane to the other, but
Boards circumstances,
users intermittently get
users get a popup window with an
PRB717180 errors error.
when trying
to move
a card
between
lanes


Plugins description
Visual Visual Visual Task If a user creates a 1. Impersonate an ITIL user.

Task Task Boards that task board against the
Boards point to vtb_task table and then 2. Navigate to Self-Service > Visual
Boards
overlapping another user creates a Task Boards.
PRB715399 vtb_task task board that includes 3. Click Create Freeform Board.
KB0610431 records can overlapping records with
prevent the first, the boards will Using the freeform format ensures
non-admins no longer display all the that the vtb_task table is utilized.
from seeing cards unless the user is 4. Create one task for each lane (To
cards logged in as an admin. Do, Doing, and Done).
The VTBTaskSecurity
5. Add Beth Anglin as a member.
script include that is
used to evaluated 6. Impersonate Beth Anglin.
read ACL security for
7. Navigate to Self-Service > Visual
vtb_task records does
Task Boards.
not handle the case
where vtb_task records 8. Open the board you created in
may be referenced in step 3.
more than one card. 9. Ensure that you can see the tasks
created in step 4 while logged in
as Beth Anglin.
10. Still logged in as Beth, in the
Application Navigator, type
vtb_task.list in the Filter
navigator field and press enter or
return on your keyboard.
11. Create a new visual task board by
right-clicking next to the column
header Number and selecting
Show Visual Task Board.
12. Impersonate the ITIL user from
step 1.
13. Navigate to Self-Service > Visual
Task Boards.
14. Open the board created in step 3..
Note that 2 of the 3 cards are missing.

All of the cards are displayed for users
logged in as admin.


Plugins description
Web SOAP When using ODBC to 1. Order an item from the service
Services requests query the sc_req_item catalog that uses a workflow for
for records table, the individual fulfillment AND that workflow uses
PRB723438 that contain SOAP calls to / stages.
workflow sc_req_item.do?
stage redirectSupported=true 2. Create a SOAP request that
display &SOAP&displayvalue=all queries for the record produced in
values may take longer in Helsinki step 1.
execute than they did in Eureka. 3. Measure the time it takes to
slower after complete step #2, and compare
Eureka this time to a Eureka instance.
The SOAP request will take longer

for instances running post-Eureka
versions.
Note: For most instances, the

difference is only a 10-20ms
per record. However, in some
instances with a large amount
of possible stage values, the
difference can be significant.
Workflow Workflow Open the OOB workflow Knowledge -

activities Instant Publish.
PRB737307 are missing
the "Stage:" Notice that the activities are missing
label the Stage: label in front of 'Draft' and
'Published'.
Workflow Dot-walked Document IDs derived 1. Navigate to the Requested Items

Document from reference fields do list.
PRB727185 ID fields not display on the list
are not view of the parent table. 2. Add Context and
displayed Instead, they display as Context.Related Record to the
on lists '(empty)' instead of the list view.
document ID value. 3. Populate the context field for
a record in the list if none of
them have it populated. See
that (empty) is displayed in the
Related Record field.
4. Click the Context reference field.
See that the Related Record
is displayed properly on the
wf_context form.
5. Go to wf_context list. Note the
Related Record is displayed
properly there.


Plugins description
Workflow Upon Instances that are On an instance that has upgraded to

Istanbul upgraded to Istanbul Istanbul:
PRB734884 upgrade, have a duplicate New
there is a button in the Inputs 1. Navigate to the workflow editor.
duplicate tab of the Workflow 2. Create a new workflow on a
New button Properties dialog. global table.
in Workflow
Properties 3. Open the Workflow Properties
> Inputs (using the "i" icon).
4. Click Inputs.
Notice there are two New buttons on

the embedded list.
• Knowledge Management
• Select user criteria for a knowledge base
The CanRead and CanContribute flowcharts were updated to include the knowledge_admin user
role.


hotfix1-01-26-2017

Under certain
Persistence Date/time field corruption can occur Refer to the listed
conditions, date/ when using live update functionality Known Error KB article
PRB753109 time fields can be (for example, Service Portal, for details.
KB0621048 corrupted Lists, Visual Task Boards, and the
activity stream). This issue occurs
intermittently and does not occur
under most use conditions.
Istanbul Patch 1
Istanbul Patch 1 was released on January 13, Build date: 01-11-2017_1845

istanbul-09-23-2016__patch1-12-07-2016
KB0598954.

Notable Fixes
significant fixes.
description
PerformanceIn the PA ServiceNow has Refer to the listed Known Error KB article
Analytics module, identified a potential for details.
deleting one issue that may cause
PRB743761 record in
data loss in the
KB0610539 specific tables Performance Analytics
from the list data tables. When
drop-down a user attempts to
deletes all of manually delete a record
the table's using the list drop-down,
records the action triggered uses
an incorrect primary
key, causing the action
to execute the delete
against all records in the
table.
This issue is only
present in instances that
are created new and
configured for Istanbul
Patch 0. If an instance
is upgraded to Istanbul
from a prior release
family, it is not at risk.
User IE11: Applying After installing the Refer to the listed Known Error KB article
Interface a Microsoft MS16-084 patch, if you for details.
(UI) MS16-084 access a Fuji, Geneva,
critical patch Helsinki instance using
PRB693251 breaks URLs
Internet Explorer 11 and
KB0596952 containing try to apply a template
JavaScript calls to a record, the pop-
up window for selecting
templates is blank. The
changes to the security
settings are blocking any
URLs which contain a
javascript() function call.
For more information,
see Microsoft Security
Bulletin MS16-084.


description
Cloud Amazon Web Nodes that have Refer to the listed Known Error KB article
ManagementServices (AWS) excessive memory for details.
Application describeImages usage are experiencing
probes can performance
PRB719336 cause nodes
degradation.
KB0598789 to run out of
memory when This issue affects
processed users who are running
Discovery schedules for
Amazon Web Services
(AWS) accounts.
User Editing a report When creating or editing Perform the following steps using the
Interface definition and a report, dot walking into Chrome browser.
(UI) expanding child fields in the cmdb_ci
tables is slow table produces long 1. In the Application Navigator, type
PRB710758 and delayed waits and, at times, sys_properties.list in the Filter
browser errors. navigator text box and press enter or
KB0610274
return on your keyboard.
2. Find and open the record
for the property named
glide.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 the
columns (slushbuckets) to expand the
column and view dot-walked fields.
A Chrome browser error appears asking

you to 'kill' or 'wait' for the transaction to
complete. If you wait, the fields become
visible for editing.
User HTML fields When dot-walking to an Refer to the listed Known Error KB article
Interface do not render HTML field on a form, for details.
(UI) content when the TinyMCE container
dot-walked to and HTML text do not
PRB657825 other records appear. Only the field
KB0563691 label and the icons to
expand(+)/collapse(-)
the field appear.


description
Workflow Published The published version Refer to the listed Known Error KB article
version of of workflows is reverted for details.
PRB703060 workflow to the OOB version,
KB0598053 included with and user data is being
plugins reverts overwritten.
to OOB version
All Other Fixes

category plugins description
Asynchronous AMBClient
Message disconnect
Bus does not
have a
PRB717454 timeout
and waits
indefinitely
Asynchronous 'TypeError: After performing certain From Studio:

Message n.resubscribesource control operations
is not a in Studio, the following 1. Link an app to source control or
Bus
function' console error is thrown: import an application (i.e. another
PRB721244 after 'TypeError: n.resubscribe source control operation).
performing is not a function'. This 2. Create a branch (this is only one
Source causes AMB to break in example).
Control Studio.
operation in
Studio The error 'TypeError: n.resubscribe
is not a function' can be seen in the
browser console, and AMB breaks in
Studio.
Note: A manual browser

refresh will resolve the issue.
Asynchronous Reliability This PRB fix is a

Message improvementsgeneral reliability fix
Bus for the Message Bus
implementation.
PRB715601


Automated Test should If the Automated Test In an Istanbul instance:

Test cancel Framework client stops
if user 1. Navigate to Automated Testing
Framework reporting progress - for
deletes Framework > Test > Basic UI
example, if the user
PRB723202 test result Test.
closes the client test
record, runner page during a test 2. Run this test and open the client
otherwise or if the client freezes test runner if it is not already
no other - the test execution opened.
tests can framework will wait the
run for 10 3. Once the client picks up the test,
full timeout duration for immediately close the client test
min default a response. The default
timeout runner page.
timeout duration is of
10 minutes. During this The test execution framework will
time, the test designer wait in a loop for a response from
will be unable to start a the now defunct client.
new test unless the user 4. Navigate to Automated Testing
goes to the Test Run Framework > Run > Test Run
Queue, uses the Show Queue.
Progress UI Action, and
then cancels the prior 5. Delete the test result record that
test's progress. has the Running status.
If the user deletes the 6. Go back to step 1 and try to run

test result record in the test again.
hopes of canceling the
test, they will no longer Expected behavior: The test worker
be able to access the starts up the test successfully,
progress worker and will because the previous test stopped
have to wait for the full attempting to report progress to a
timeout to start a new nonexistent Test result record and
test. canceled test execution.
Actual behavior: The test worker
reports that a test is still running, and it
links the user to the Test Run Queue,
where there are no "Running" Test
result records.


Change Change In a If a mandatory field Refer to the listed Known Error KB

Management
Management standard for the submission of article for details.
- change a standard template
PRB678036
Standard catalog, an contains an equals
Change equals sign
KB0621305 sign (=), the test for
Catalog in template the field fails with the
values error message ""Change
produces Request values" have
an error not been provided: Short
message description, Description,
Implementation plan."
The field is read as
though it does not
contain a value even if
there are values present
along with the equals
sign.
Change Change "Affected For a base system 1. Open an incident form record.
Management
Management CI's" with the related list
- Core, related list 2. Add the Affected CIs related list to
CIs Affected [task_ci]
PRB713865
Change on Incident the form.
added to the Incident
Request form Form, each time the 3. Add a CI.
triggers a incident is loaded and
warning on 4. Save the record and copy the
there is a CI on the URL.
the logs list of Affected CIs,
the following warning 5. Navigate to System Logs >
message appears in the Utilities > Node Log File Tailer.
logs: 6. Open a new tab, paste the URL
"WARNING *** that you copied in step 4, and
WARNING *** *** Script open the URL.
[ChangeProposed]: [init] 7. Navigate to the Node log file
Unknown parameter tailer.
passed in: [object
GlideRecord]"
In the logs, the following error
message appears:
*** Script [ChangeProposed]: [init]
Unknown parameter passed in: [object
GlideRecord]


Change Change Change This issue can only be Prerequisites

Management
Management Risk reproduced in Windows
- Risk Assessment • Ensure you are using a 32 bit
Risk 7 (32 bit) and Chrome
Assessment
popup on Windows 7 VM:
Assessment 54.
submit is • Download Windows 7 and install as
PRB723003 not being When a change's risk 32bit on VMware fusion here.
saved assessment is filled in
KB0621455
correctly and submitted, and the Steps to reproduce
user views the record
in the Risk Assessment In a Geneva instance:
related list, there is no 1. Install the 'Change Management
Completed by or date - Risk Assessment' plugin with
stored. When a user demo data.
tries to execute Risk
Assessment, it errors out 2. Set the form to load related lists
with a message saying on demand.
the Risk Assessment 3. Create a Change record with
must be completed. category Software and click
The Istanbul Patch Submit.
1 fix for PRB723003 4. Click Fill Out Risk Assessment.
also includes a fix for
5. Fill in the survey and click
PRB726440.
Submit.
6. Load the related lists to see the
Risk Assessment list.
See that the record is there;
however, no "Completed by" or
"Completed date" is populated.
7. Click Execute Risk Assessment.
Note the message "A risk assessment

is required..."


Chat Legacy When using the 'invite 1. Activate the Chat plugin.
chat - user' feature in Geneva,
PRB698659 'invite user' the alert notification does 2. Open 3 different internet
notification not work for legacy chat. browsers.
alert only • Browser 1: Impersonate
works if the Beth Anglin and navigate to
browser is chat_desktop.do.
refreshed • Browser 2: Impersonate
David Loo and navigate to
chat_desktop.do.
• Browser 3: Impersonate Abel
Tuter and navigate to ess and
click Service Desk Chat.
3. Send a test message.

4. As Beth Anglin, click Answer to
start the chat with Abel Tuter.
5. As Beth Anglin, click on the cog
wheel and select Invite user.
6. Invite David Loo.
In David Loo's chat_desktop
screen, no alert notifications are
visible.
7. Refresh the David Loo's browser
window.
The notification is now visible.
Perform the same steps in a Fuji

instance. Alert notifications work as
expected.
Chat Connect, $chat_support.do

In Geneva instances, 1. Enable Connect Support.
Connect breaks out navigating to
PRB715128
Support of frame in $chat_support.do opens 2. In type filter text, type
Helsinki the page in the frame if $chat_support.do and press
launched from a module enter.
or the app navigator
search bar. In Helsinki Expected behavior: The page opens in
instances, the page frame.
briefly opens in the frame
but then breaks out of Actual behavior: The page opens in
the frame. frame then breaks out.


Chat Connect Users 1. Log in as two agents, both without

without the the admin role.
PRB735987 admin role
do not see 2. As agent A, accept an incoming
incoming support request.
transfer 3. Transfer the request to agent B.
requests
Expected behavior: When an agent
has an incoming transfer, they should
be notified.
Actual behavior: Agent B is not notified
of the transfer.
Chat Connect, Using 'Chat Using the iOS mobile app:

Connect Live with
PRB718493
Support, Support' 1. Navigate to Service Portal >
NG on the iOS Home.
shared mobile app 2. Hit the Menu button in the top
components
causes right and tap Chat Live with
user Support.
messages
to be 3. Send the first question in the chat.
erased as 4. Then, starting typing and sending
they type messages.
Eventually, messages will begin to

get erased as you type. For example,
if you start typing "test test test",
suddenly you will be typing in an
empty text field.
Chat Wait time When an end user Refer to the listed Known Error KB
is not initiates the chat, the article for details.
PRB701399 displayed in displayed message is:
KB0598984 legacy chat "You are currently in
window position 1 in the queue.
Your approximate wait
time is 7 Seconds."
However, this message
is not displayed when
using legacy chat.
Cloud Not able The Variables option

Management to use does not appear in the
Application req_item.variables
Conditions on request
in condition item field when creating
PRB715841 builder a provisioning rule.


CMDB IE
OutOfMemory
PRB719586 issue when
there are
multiple
duplicate
records
ContextualContextual
Contextual 1. Log in as admin.
Search Search search not
working on 2. Switch to UI15.
PRB716648 UI11 3. Go to sys_properties.list and set
'glide.ui.doctype' to false. This will
enable UI11.
4. Log out and log back in as admin.
5. Open any incident form and type
email in the short description.
Expected behavior: The user sees

some search results.
Actual behavior: There are no search
results. When the JavaScript console
is opened, the user will see: "$j is not
defined"
Discovery When In the CyberArk

looking up integration, if no
PRB715059 credentials credential ID is provided
by IP or cannot be found,
address in the system attempts to
CyberArk, look up the credential
the lookup by IP address. If the IP
fails if address is a substring of
the IP another, the lookup fails.
address is
a substring For example, if the
of another system attempts to find
IP address credential for 10.1.1.0,
and the address
10.1.1.011 also exists
in CyberArk, the lookup
fails. This is a CyberArk
limitation.


Edge Three Three known use cases These three use cases can cause
Encryption known can cause false Edge false outages:
use cases Encryption proxy outage
PRB709440 can cause alerts. In each case, • A proxy starts up for the first time
false Edge the string "No Edge (Intermittent). When a brand new
KB0598181
Encryption Encryption proxy online" proxy connects to a freshly zbooted
proxy appears in the instance instance, it takes some time to start
outage logs, which triggers the up after its registration, which can
alerts outage alert. sometimes exceed the default 25-
second outage time.
• GlideCacheManager.invalidate() is
called by a script.
• An operation like upgrade script
flushes the glide cache.
Edge HTTP When browsing through 1. Connect to an instance through

Encryption response the Edge Encryption an Edge Encryption proxy.
code 504 proxy, the browser
PRB750703 and cross records HTTP 504 2. View the browser developer tools.
origin response codes and
errors CORS errors. The issue Note that there are occasional HTTP
recorded affects using POSTing 504 response codes for presence
when records to the instance calls: /amb/connect. They also contain
connecting and clients using .NET occasional CORS errors.
through as a source library.
the Edge
Encryption
proxy


Edge List view When viewing large In Chrome:

Encryption of large tables via proxy (e.g.
tables (11M a table that has more 1. Set up and register a proxy
PRB716526 + records) than 11 million records), for an instance that has large
via proxy the user receives a 504 tables (e.g. more than 11 million
results gateway timeout error. records).
in 504 Navigating to this same 2. Via the instance, open task.list.
gateway list view directly through
timeout the instance works as This works as expected and will
error expected. show you the total number of
records (e.g. total of 11,107,452
records).
3. On the proxy, open Developer
Tools > Console in Chrome.
4. Via the proxy, open task.list.
Expected result: task.list should render

correctly when used via the proxy.
Actual result: The task list is not
rendered, and the user sees an
iframe with an empty <body>. The
following error messages appears in
the console:
"https://<name-of-instance>/
task_list.do?sysparm_cancelable=true
Failed to load resource: the server
responded with a status of 504
(Gateway Timeout)"
Event When Service Maps load 1. Navigate to Events Management

Management drilling very slowly when > Dashboard > drill down to a
down they are accessed via service that has a big hierarchy of
PRB724612 from EM drill down from the CIs.
dashboard, Event Management
Service Dashboard. 2. Change the time in time bar (i.e.
Map slide the pointer).
displays
very slowly The tree is refreshed within 10-20
seconds instead of being refreshed
immediately.


Financial Financial Controlled • Sub-buckets

ManagementManagementaggregates should not be
should not present in controlled
PRB719541 contain aggregates, as these
sub-bucket defeat the purpose
and Weight of the controlled
Map aggregate.
generation • Weight Map
should be generation
Asynchronous intermittently fails
for large accounts
because it is a
synchronous call. It
should be converted
to an asynchronous
call.
Financial Project 'Budget The 'Budget cost' field In a Helsinki instance:

ManagementPortfolio cost' field is in the 'Financials'
Suite does not 1. Create any project, providing all
related list. This field is
PRB720085 with roll up the necessary fields.
automatically populated
Financials cost after from the project budget 2. Create a Cost plan for the cost
making breakdowns in the cost project and save it, which loads
changes plan breakdown table. the cost breakdown related list
under When project funds are immediately.
Project allocated for a fiscal
Budget 3. Create a Project budget.
year, the cost plan
(related list) breakdown stores the 4. Make some changes to the
budget allocation for Project budget.
each fiscal period. These
amounts are rolled up Expected behavior: Amounts should
and stored in the budget be rolled up and stored in the budget
cost. cost.
However, on some Actual behavior: Changes made to the
instances, the budget project budget will change the Budget
field behaves differently. field value under cost plan. However,
It does not roll up the it does not update the value for field
cost after any changes 'Budget cost' under 'Financials'.
are made under the
project budget.


HR Human Some task 1. Install HR scoped plugins.

Service Resources types are
Scoped missing 2. Create a HR case opened for
Management
App: icon for Abel Tuter.
PRB713073
Core, task to-do 3. Create tasks of type HR service
Human UI page and assign them all to Abel.
Resources
Scoped 4. Mark them when done in the
App: service catalog and put them in
Service work in progress state.
Portal 5. Now log in as Abel Tuter, navigate
to My requests, and open the HR
case you created.
6. Click Click here to respond.
Notice that icons are missing for the

created tasks, and there is no way to
complete the tasks because they are
stuck in the 'work in progress' state.
HR Workday Workday sync creates

Service field maps the sys_user record
Management are lost on as expected, with a
upgrade user's first and last
PRB717179 from name. However, the
Geneva to corresponding hr_profile
Helsinki is missing the first and
last name. Inspecting the
XML for the hr_profile
record shows that the
fields exist, but they are
not populated.
HR HR After patching from In a Helsinki Patch 2 instance:

Service category Helsinki Patch 2 to
records Helsinki Patch 3, 1. Go to the hr_category list
Management
(hr_category) customized HR Category and open the record named
PRB711713 are records (hr_category) Employee Relations.
updated are updated back to an 2. Change the field Active = true
after out of box state. and remove the template from the
patching Template field.
from
Helsinki 3. Upgrade the instance to Helsinki
Patch 2 to Patch 3.
Helsinki 4. In the Helsinki Patch 3 instance,
Patch 3 open the Employee Relations
category record.
Note you will see Active = false, and

the template has been added back.


HR Human HR links In Service Portal, HR In the HR Service Portal as an admin

Service Resources are not links under Information user:
Scoped
Management displayed and Suggested Reading
App: in Service categories are not 1. Navigate to HR Criteria > New.
PRB713633
Core Portal when displayed when the start 2. Enter the name and description.
the start or date or end date is set Save.
end dates to the current date. This
are set to occurs in the HR Criteria 3. Once the criteria is created, click
the current for links. New under conditions to add a
date new condition.
4. Enter a name and the following
details:
• Table = HR profile
• Condition = Field: "home
phone", Oper: "is not empty"
• Save.
5. Navigate to HR links > New.

6. Click on search for HR links and
select an existing link or create a
new one.
7. Select the HR criteria that you
created above. Save.
8. For the HR link, set the start date
to today and save.
9. Navigate to HR profiles. Select
Abel Tuter, assign a home phone
number in Contacts, and save.
10. Log in as Abel Tuter and navigate
to the Service Portal. The link is
not displayed.
11. As HR admin, choose any date
in the past for the HR link's start
date, and set the end date to
today.
Note that Abel Tuter cannot see the

link in service portal. HR links and
HR criteria work as expected when
the start or end date is not the current
date.


Import / Journal When you try to export 1. Go to incident_sla.list and select

Export fields the incident_sla report any Incident.
"Additional in Excel, all columns
PRB722971 comments" except the journal fields 2. Add a comment to the incident to
and "Work "Additional comments" ensure that one of the Incidents in
KB0598748
notes" and "Work notes" are the report has a comment.
cannot be downloaded. 3. Create a list report for the table
exported in incident_sla.
report
4. Add the Task.Additional
Comments and Task.Work
Notes to the columns list.
5. Run the report and export the list
to a csv, excel, or pdf file.
Notice that the journal fields

Additional comments and Work
notes are not being exported.
Knowledge Bullet After an article is 1. Navigate to Knowledge.

Management number imported into the
format is knowledge portal, 2. Click Import Articles.
PRB687334 not retained numbering restarts in the 3. Click and drag a Word file into the
after numbered list. dialog box.
importing
article into 4. Fill in the Knowledge base and
knowledge Category.
portal 5. Click Import.
The file imports and the article is
displayed.
In the KB content, numbering restarts

in the numbered list.
Knowledge Images are 1. Navigate to Knowledge >

Management lost after Homepage.
importing
PRB687331 Word 2. Click the Import Articles button.
KB0622851 article 3. Click Click to select and and
through choose the Word document.
Knowledge
portal 4. At the prompt, identify the location
of the article.
5. Choose a Knowledge Base and
click Import.
Note that although no error message

appears, images in the article do not
appear.


Knowledge When PRB667232 addressed 1. Log in to a Helsinki Patch 1

Management importing several formatting issues instance as admin.
MS Word in Helsinki Patch 1,
PRB701381 doc into but there are still some 2. Navigate to Self-Service >
Knowledge, formatting issues when Knowledge > Import Articles.
some importing a Microsoft 3. Upload a Word file that contains
formatting Word Document into colored text and center alignment.
is lost Knowledge. The
(color and problematic formats are 4. Select the knowledge base IT and
center color font and center click Import.
alignment) alignment. 5. View the article.
The word document has lost its text

color and middle alignment.
Language Add This PRB adds language

and language translations for various
Translations translations products to Istanbul.
for Istanbul
PRB730129
Lists In List v2 A user can create an "is 1. Navigate to the Incident list in List
and v3, more than" or "is less v3.
PRB725160 there are than" condition, such as
different 2. Create the following condition
the following: [Opened]
selections in the filter: [Opened] [is more
[is more than] [x days
for the "is than] [x days before] [Updated].
before] [Updated]
more than" 3. In a different window, open the
and "is less The following units of Incident list in List v2.
than" filter time are available to
operators select in both List v2 4. Create the same condition in the
and v3: Hours, Days, filter.
Months, Quarters, Years. 5. Compare the units of time you can
However, there are some select in each list version.
discrepancies between
List v2 and v3.
Note that "Weeks" and "Minutes" are
• The option "Weeks" not available in both versions.
is available in v2, but
not v3.
• The option "Minutes"
is available in v3, but
not v2.


Lists Switching Sometimes the condition 1. Ensure that List v3 is enabled on

between builder omits conditions the incident table.
PRB725047 date where the 'is less than'
KB0598836 comparison operator is changed to 'is 2. Navigate to incident_list.do.
filters does greater than'. 3. Add the following condition:
not add a [Created] [is less than] [3 Hours
condition to before] [Activity Due].
the query
string 4. Run the query.
5. Change the 'is less than' to 'is
greater than'.
6. Run the query.
Note that no condition is added to the

query.
Lists If database
column is
PRB721907 dropped by
dictionary
entry is
active,
filter/
metadata
service
does not
return data
for that
entire table
Lists In List v3, When you open the List 1. With List v3 enabled, navigate to
you cannot v3 filter interface on an incident_list.do.
PRB724792 select the unfiltered list, the default
Keywords condition is to search 2. Open the condition builder and
KB0598839
field in a for Keywords. You can note that the Keywords field is
condition change this condition selected by default.
after you by selecting a different 3. Change the default condition
have field to filter on instead. to anything other than the
selected However, in List v3, you Keywords field, for example,
a different cannot change back to select Assigned to.
field the Keywords option
again. 4. Try to change the field back to
Keywords again.
Note that the field does not change

back to Keywords.


Lists When A malformed query string Refer to the listed Known Error KB
adding a is generated when a sort article for details.
PRB724753 sort and is added from the list
KB0598840 building header before the related
a related list query is added.
list query
condition
are done in
a specific
order, the
list query
becomes
malformed
Lists Removing Removing an OR Refer to the listed Known Error KB

OR condition in the condition article for details.
PRB724694 condition builder can potentially
KB0598841 in a filter corrupt other filter
results conditions.
in empty
value for a
condition
Lists List v3 In List v3, The column header bar 1. Navigate to a v3 list.
Components
the column should stay visible at
PRB715486 header bar the top of the list when a 2. Scroll down in the list.
does not user scrolls down. In List
lock at the v3, this does not happen. Note that the column header
top of the disappears when you scroll past it.
list when
you scroll
down
Live Requests The issue is more visible Refer to the listed Known Error KB
Feed to /api/now/ for the users who have article for details.
live_feed/ around 100 records in
PRB670678 conversationslive_group_profile and
KB0595732 are slow if live_group_member
a user is tables, where it may take
a member 20-30 seconds for live
of many feed to load.
conversations


Mobile User This issue occurs if 1. On the Incident form, configure

unable to the "Audit History" and the related lists to include the
PRB717211 create new "Incidents by same Incidents by Same Caller or the
incident caller" related lists are Audit History related lists.
or change enabled.
request 2. Navigate to $m.do.
on mobile 3. From the navigator, tap on the
interface Create New module under the
for both Incident application.
Express
and
Enterprise Expected behavior: The user should
be taken to the 'create new incident'
form.
Actual behavior: The user is taken
back to the home screen, and they
receive a 500 error.
Persistence Rollbacks The fix for this PRB

can take improves upgrade
PRB715921 longer to rollback performance by
complete optimizing the rollback
than duration.
expected
Platform After In Helsinki instances,

Performance upgrading users are experiencing
to Helsinki, downloads that are 2-3
PRB705025 downloading times slower than they
attachments were in Fuji.
is slower
than in Fuji
Platform Intermittently,Under certain

Security the session circumstances, the
domain session domain marker
PRB715231 marker is not set properly.
is not set
properly


Project Project When When importing a MS 1. Navigate to Project >

Management
Management importing a project file, users are Administration > Import Project.
MS project unable to import an
PRB711519 file, users existing project. Upon 2. Click the magnifying glass on the
are unable clicking the magnifying '(Optional) Choose an existing
to import glass to choose an project to import into' field.
into an existing project, the list is Notice the search comes back
existing blank. empty.
project
3. Click New at the top of the form.
4. Create a test Project.
5. Repeat steps 1 and 2.
Notice the search still comes back

empty.
Project Assigned SDLC Scrum Task form Make sure all of the Project, Portfolio,
Management To has a bug where it does and SDLC Scrum plugins are installed.
reference not return any values
PRB664936 1. Create a new Story with a value
icon in in the Assigned To
for Project selected but no Team
Scrum reference popup when
selected within the Story. Or,
Tasks the associated story for
select any existing such record.
(rm_scrum_task)
the scrum task has a
form value selected for Project 2. Create a new Scrum Task for the
returns no but no value for Team story, or if one exists, open it.
rows when selected. 3. Click the Assigned to reference
Scrum popup for the field.
Story has
Project but
no Team Note it comes up with no values.
selected for
the Story
Record CertificationAfter After an upgrade In a Geneva instance:

Core
Certification Helsinki to Helsinki, deleted
upgrade, relationships between 1. Install the Architecture
PRB712817 users roles resurface. Compliance plugin.
receive 2. Verify ITIL role is added
roles with another inherited role:
that were Certification.
previously
removed 3. Delete this relationship.
from 4. Schedule an upgrade to Helsinki.
the ITIL
containing
After the Helsinki upgrade, this deleted
role
role will be seen with the ITIL role.


Reporting stackBy If a user adds a report 1. Create a Bar report on Incident

field with a stackBy field to a table with:
PRB716866 disappears homepage/dashboard
in and changes stackBy • groupBy: Active
dropdown to '--None', the stackBy • additional groupBy: Assigned
for the option is selected before to
report it disappears from the • stackBy: Assignment group
added to dropdown.
homepage/ 2. Use the chart color field as color
dashboard palette.
3. Save the report and add it to a
homepage/dashboard.
4. On the report that you added to
the homepage/dashboard, change
the stackBy value to None in the
dropdown.
Notice that 'Assignment group' is no

longer available in the stackBy and
groupBy field to apply on the report.
This issue only occurs on homepages
and dashboards.
Reporting When This issue affects users

using the who have a database
PRB718174 MAP type, with large amounts of
incorrect data containing:
data and
indexes • invalid location fields
can • mapping that does
result in not have the same
performance literals for countries
issues
Resource Resource When there are many 1. Create a large number of

Management workbench overlapping resource resource plans (around 70) for
does not plans, the workbench a single group with overlapping
PRB723145 respond takes a long time to durations in a single year.
when there load and becomes
is a large unresponsive. 2. Navigate to the Resource
number of Workbench.
overlapping 3. Select Group and choose the
resource group for which resource plans
plans were created.
Notice that it takes more than 15

seconds to load the workbench, and
after that the page goes unresponsive.


Security Security PIR The PIR does not render 1. Install the Security Incident
Incident renders
Applications data correctly - the data Response plugin.
Response data in is there, but it is not
PRB719383 unreadable formatted correctly. 2. Go to an open security incident or
format create one.
3. Move the state to Review.
4. Impersonate the 'Request
Assessments' user.
5. Go to My Assessments and
Surveys, where you should
see one for the incident you just
moved to review. Complete it.
6. Log back in as system
administrator and go to the
security incident.
7. Go to Post-Incident Review.
Notice the report's summary contains

unreadable, unformatted text.
Security Security PDF

Incident Incident generation
ResponseResponse can fail for
Security
PRB732505 Incident
Response
PIR
Service Record When a record producer Refer to the listed Known Error KB
Catalog producer with a variable of type article for details.
variables Yes/No or Multiple
PRB713494 are Choice with 'none'
KB0598709 returning included is used to
"undefined" produce a record,
instead of the variable returns
an empty "undefined" instead of an
string empty string.
Service Excessive
Catalog memory
utilization
PRB718193 from
shared
cache due
to catalog
item
categories


Service When the When the Refer to the listed Known Error KB
Level system system property article for details.
Agreement property 'com.snc.sla.run_old_sla_engine'
(SLA) 'com.snc.sla.run_old_sla_engine'
is set to false, it should
is set to stop any processing of
PRB727421 false, the the legacy Service Level
KB0598820 made_sla Agreement records by
field is the Escalation engine.
still being
updated However, the Made
by the SLA field is still being
Escalation updated when a task
engine goes inactive (typically
when it is set to a state
of Closed) if the task has
exceeded the threshold
defined on any matching
Service Level Agreement
records. This can lead
to confusion with the
Task SLA records that
are generated by the
2010/2011 SLA engine.
Note: The Made

SLA field is no
longer used
and should be
ignored if you
are using Task
SLA records.
Each individual
Task SLA record
indicates if it has
breached or not.
Service "Floating" When a user modifies

Mapping CI's with no the DNS name and the
relation to user manually adds a
PRB704825 any Entry connection to the old
point in a DNS name, the result is
BS a floating DNS cluster
that is not connected to
the business service.


Service SCSS Fonts and Service Portal: Fonts and To determine whether an instance is
Portal Bootstrap glyph icons glyph icons in .woff2 font affected:
Theme do not file resource in /sp-fonts
PRB713048 display as folder cannot be found 1. Navigate to System Definition >
expected in on instances upgraded to Plugins and activate the Service
KB0610283
Helsinki Helsinki. Portal plugin.
2. Open a browser window to a
Service Portal (for example, /sp).
If the browser throws a 404 error

failing to download /sp-fonts/
glyphicons-halflings-regular.woff2, the
instance is affected.
Service NG On Service The issue occurs in 1. Navigate to System Definition >

Portal shared Portal, Service Portal and Plugins.
components
files larger HR Service Portal.
PRB719044 than 25mb 2. Find and open the record for
When trying to add
cannot be Human Resources Application:
KB0598301 an attachment to HR
uploaded Service Portal.
Case or any form on
and no Service Portal, if the 3. Under Related Links, click
error file is larger than 25mb, Activate/Upgrade.
message is the upload does not
displayed 4. Click Activate.
work or even start.
However, for smaller- 5. When the activation process is
sized attachments, the complete, click View Plugin List.
upload works correctly. 6. Navigate to HR - Case
When the issue occurs, Management > HR Service
no message is displayed Portal.
explaining the limitation. 7. Under Browse HR Service
Note that outside the Catalog, click General Inquiries.
Service Portal, it is
possible to upload an 8. Click General Inquiries.
attachment of any size 9. In What is your question, type
(default 1024mb) in HR some text.
Case form.
10. Add an attachment larger than
25mb.
Note that no file is uploaded and no

error message is displayed.
Service Human When In the HR Service Portal,

Portal Resources a user the 'is_catalog' field is
Application:creates a set to 'false' in some
PRB714649
Core HR Case cases and 'true' in
from the others.
HR Service
Portal, the
'is_catalog'
field is not
set to 'true'


Service Human IE10: When filling out a record 1. Open IE10 and resize the window
Portal Resources Service producer with mandatory or increase the zoom so that the
Application:Portal fields in Service Portal, field are not all visible.
PRB701726
Service pages do labels for fields in
Portal, not show red appear below the 2. Open record producer with at
SCSS full content submit button to indicate least one mandatory field.
Bootstrap if the height that there are missing 3. Resize or zoom as explained in
Theme is greater mandatory fields. The the description.
than the fields (and the box in
browser which they appear) 4. Fill out the mandatory fields.
window disappear and change in
size when there are no Expected behavior: The mandatory
more mandatory fields field labels should disappear but if the
without information. frame changes it should leave all the
When this occurs in fields and buttons visible at least by
IE10 under the right scrolling.
circumstances, the frame
Actual behavior: Once the last
will resize and be unable
mandatory fields are filled out the
to resize.
frame resizes and can obfuscate the
submit button without being able to
scroll.
Service If a If a requested item In a Helsinki instance:

Portal requested is ordered as part of
item is an order guide, the 1. Open the Service Portal home
PRB714152 ordered Order Guide field on the page.
KB0622099 as part of Requested Item form 2. Navigate to Service Catalog >
an order should show the order Can We Help You?
guide from guide name. However,
Service when the request is 3. Select New Hire (/sp?
Portal, submitted from Service id=sc_cat_item_guide&sys_id=6690750f4f7b4
the Order Portal, the Order Guide This is an OOB Order Guide.
Guide field field is empty.
on the 4. Enter all mandatory fields.
Requested 5. Click Submit.
Item form
You will get a small pop-up
does not
near the header: "Created
show the
REQ0010011 - track using
order guide
'Requests' in the header or click
name
here to view".
6. Open this REQ and associated
RITM.
In the RITM form, the Order Guide

field is empty.
If this same request is submitted from
Service Catalog (outside Service
Portal), the Order Guide is populated
correctly.


Service When using Affected users are

Portal Service seeing incorrect
Portal, timestamps when
PRB719565 timestamps records are updated (e.g.
are incident records).
incorrect on
records
System System System Applications 1. Create a scoped application.

Applications Applications does not display a list
does not of the applications that 2. Delete the value in the Version
PRB717519 display were present prior to number field from the sys_app
list of an upgrade. After an record for that app.
applications upgrade, the 'Develop/ 3. Open the Applications page
present in Download/Upgrade' ($myappsmgmt.do).
prior to an section is empty.
upgrade
under
'Develop/
Download/
Upgrade'
System Studio Unable When the French This error will occur whenever a user
Applications to launch language plugin is preference field translation contains
Studio enabled and active, one or more apostrophe/single quote
PRB715144 when Studio does not launch characters.
French and a blank white page
language is displayed instead. An
plugin is 'Uncaught SyntaxError:
enabled Unexpected identifier'
error can be seen in the
browser console when
Studio fails to load.


Tables System Istanbul - In Istanbul, users are 1. Create a table in the global scope.
and Applications
To create forced to input a column
Core a new 2. Go to the Dictionary list for this
Dictionary label in order to create a
column, table > select New.
new column.
PRB715615 users are • Make this a String field.
required Filling the column name
• Label: Taco
to input first and then filling the
a column column label afterwards
will clear out the column Notice the column name is
label
name. Users then have u_foobar.
to place go to the column 3. Change the column name to
name and click it on u_ta_co.
the text field in order to
auto-populate the label
name again. Appending Notice that it changes back to u_ta_co
a few characters to the when the form loses focus.
column name does not
save the changes either,
the column name is
always calculated from
the column label.
Text The text The text indexer 1. Create an incident from the
Search indexer encounters delays when Service Catalog.
triggers processing a "Lookup
PRB710467 whichever Select Box" variable 2. Update the incident, which
logic is that is associated with triggers a text_index update
associated the sys_user table. update event on the incident
to a The variable has a table.
variable defined choice list that
during the will fetch all sys_user When this event is getting processed,
indexing records. This causes a the indexer is loading large data rows.
process performance issue for
the indexer and prevents
it from completing work.
Transaction Cancelling When there are no

and a database connections
Session transaction available, each thread
Management due to will enter a slow
database recursive loop. The
PRB717011 connection thread tries to obtain a
exhaustion connection, fails, cancels
leads to the current transaction,
infinite tries to log about the
loop and cancellation, which
StackOverflowError
requires a database
connection, and so
on. Eventually, the
thread will encounter a
StackOverflowError.


User In filter 1. Create a new variable of type

Interface conditions, Date or Date time and one of
(UI) Date 'is type Reference (e.g. reference to
less than' sys_user) on an Apple iPhone 5.
PRB725048 and 'is
more than' 2. In the Service Catalog, order an
are not iPhone 5 and populate these 2
working as new fields.
expected 3. Create a report on sc_req_item.
4. Add the two variables to the
Selected column and create
filters.
With variable of type Date, the 'is

less than' and 'is more than' are not
working.
User Filters with In List v3, filters with 1. Using List v3, navigate to
Interface condition conditions 'more than' Incident.
(UI) 'more than' and 'less than' do not
and 'less retrieve any records 2. Apply a filter such as: Created is
PRB716184 than' do when the records exist in more than 10 days after closed.
not work as a database matching the 3. Run the filter.
expected filter conditions.
for v3 lists Notice that no records are
displayed, even though using this
same filter in List v2 gives a list of
results.
4. Apply a filter such as: Created is
less than 100 days after closed.
5. Run the filter.
Notice that no records are displayed,

even though using this same filter in
List v2 gives a list of results.
User Modal that When a user hovers their

Interface appears mouse over the "i" icon
(UI) when on List v2 or a record, a
hovering modal/pop-over appears.
PRB711333 over "i" icon However, this modal
on List v2 does not tell the user that
and records they can lock the modal
is not to scroll down the page
indicating for more information.
user can
hold "Shift"
key to lock
modal for
scrolling


User NG Some form Some buttons are 1. Navigate to Incident > Open.
Interface shared buttons missing at the bottom of
components
are not 2. Open any incident record.
(UI) forms, but the buttons
displayed are present in the top
PRB716946 at the header of the form. Note that the Resolve Incident and
KB0598160 bottom of Affected forms include: Delete buttons are not visible at the
the form bottom of the form, but are visible at
• Incident the top of the form.
• Change
• Catalog Task
• HR
User With a Refer to the listed Known Error KB

Interface variable article for details.
(UI) of type
Date, the
PRB725261 'is different'
KB0598772 and 'is
same'
operators
do not
show field
values
Workflow The 1. Navigate to the workflow editor.

default and
PRB734869 mandatory 2. Create a new workflow on a
fields global table.
'Label' and 3. From the new workflow, navigate
'Column to the gear menu > Edit Inputs >
name' are New.
missing
from the
Workflow Notice that the fields 'Label' and
New Input 'Column name' are missing.
form
Workflow Unable Cannot create new Refer to the listed Known Error KB
to create input variables after article for details.
PRB717003 new input upgrading or activating
KB0598199 variables the com.glide.var plugin
(activating the plugin
removes entries in
sys_ui_form_section for
var_dictionary).
Credentials
Configure the CyberArk credential identifier: Create the unique key that CyberArk can use to identify
specific credentials in the external repository

Steps 6 and 7 have been updated. Step 6 now includes a detailed breakdown on how to format the
Credential ID field.


hotfix2-01-26-2017
Under certain
Persistence Date/time field corruption can occur Refer to the listed
conditions, date/ when using live update functionality Known Error KB article
PRB753109 time fields can be (for example, Service Portal, for details.
KB0621048 corrupted Lists, Visual Task Boards, and the
activity stream). This issue occurs
intermittently and does not occur
under most use conditions.



hotfix1-01-12-2017
Performance In the PA module, ServiceNow has identified a potential Refer to the listed
Analytics deleting one record issue that may cause data loss in the Known Error KB article
in specific tables Performance Analytics data tables. for details.
PRB743761 from the list drop-
When a user attempts to manually
KB0610539 down deletes all of delete a record using the list drop-
the table's records down, the action triggered uses an
incorrect primary key, causing the
action to execute the delete against
all records in the table.
This issue is only present in
instances that are created new and
configured for Istanbul Patch 0. If an
instance is upgraded to Istanbul from
a prior release family, it is not at risk.
Istanbul security and notable fixes

The Istanbul release contains fixes to these problems.
Istanbul was released on November 28, 2016. Build date: 11-18-2016_1553

Build tag: glide-
istanbul-09-23-2016__patch0-10-05-2016

Istanbul includes fixes for security-related problems that affected certain applications and the ServiceNow
platform. We recommend that customers upgrade to this release for the most secure and up-to-date
ServiceNow features. For more details on security problems fixed in Istanbul, refer to KB0598240.
Notable Fixes
significant fixes.
Transaction MID Server stops Recycled requests cause Refer to the listed Known Error KB
and communicating session leak issues. This article for details.
Session to the instance results in either of these
Management and continuously behaviors:
produces the
PRB646966 socket timeout • MID Server stops
communicating with
KB0594709 error: Accepted
with code: 202 the instance and
continuously produces
the socket timeout
error: Accepted with
code: 202, until the user
upgrades to a fixed
version.
• Stuck sessions in the
transaction queue.
In this case, users
receive 429 "Rejecting
request" errors due to
the session leaks.
This is caused by the

platform holding a session
sync on a transaction that
has been cancelled.

User Clicking the When you open a Date Refer to the listed Known Error KB
Interface Calendar button Field variable on a Catalog article for details.
(UI) next to a date item, the Calendar widget
field for a Catalog appears at the top of the
PRB679621 item causes the page rather than near the
KB0595003 Calendar widget field.
to appear at the
top of the page
rather than near
the field
Service Two threads An issue is triggering To reproduce the issue, a race
Catalog attempting to semaphore exhaustion. condition must be met, which is
use the same When two threads on extremely difficult to trigger on
PRB642841
HashMap in the same application demand. Specifically, two user
KB0551073 Service Catalog, server attempt to use threads need to access the same
which causes CatalogItemCategory.populateCache()
Java code at nearly the same
semaphores to at the same time, two instant.
hang semaphores hang. As a
result, multiple occurrences
of this issue exhaust the
available semaphores
leading to resource issues
that require the node to be
restarted.
Platform ServletTransaction The RESTAPIProcessor Refer to the listed Known Error KB
Performance does not account throws an exception that article for details.
for recycled causes the transaction
PRB670075
requests and to be cancelled, but not
KB0594813 leaves sessions release the session sync
in session sync on the session. This results
in sessions "leaking"
in the queue and can
eventually, in a worst case
scenario, consume the
whole transaction queue.
The affected end user(s)
experiences HTTP 429
"Rejecting request" errors.

Service Catalog UI policy If a new variable or UI 1. Create a new catalog item and
Catalog on a new variable policy is added to an add several variables to the
on a catalog item existing catalog item, item.
PRB686241 causes error on fulfillers still working on
2. Add a UI policy on any of the
KB0596179 existing request existing requested items
items without the see an error. variables.
new variable 3. Order the item. Note that the
variables are visible in the
requested item.
4. Add a new variable to the item.
5. Update the UI policy with the
new variable.
6. Open the old requested item.
An error message is displayed:
TypeError:
g_form.getAppliedFieldName
is not a function
Refer to the listed Known Error KB

article for details.
Persistence Task Table For instances using a Refer to the listed Known Error KB
flattening or Task MySQL database, we use article for details.
PRB617735 Table extensions
MySQL's InnoDB engine
KB0584932 can exceed the (Antelope version) for
row size limit of the tables our platform
8126, causing creates. This InnoDB
Task hierarchy engine version allows us
errors and task to define a table schema
table functionality where the row size can
degradation theoretically surpass the
8126 byte limit.
While all field types can
contribute to the row size
limit, usually any table
with many large string
(mediumtext) columns is
more likely to be at risk.
Refer to the listed Known
Error KB article for details.

User TinyMCE image It is not possible to add an 1. Using IE11, navigate to a

Interface attachment image via an attachment Knowledge article.
(UI) option does on a kb_knowledge record
not work on using TinyMCE. 2. Click Add image. Select Type:
PRB654197 Attachment.
knowledge
articles using 3. Upload an image.
IE11
4. Click OK.
Nothing happens and a console error

is thrown.
Table In Table Rotation/ In Table Rotation/ Refer to the listed Known Error KB
Rotation/ Extension, any Extension, any index article for details.
Extension index name that name that begins with
begins with "u" "u" and is defined on the
PRB664049 and is defined on base shard is not added
KB0595625 the base shard to newly created shards.
is not added to The main table affected is
newly created new shards of sys_email.
shards For sys_email, each new
table shard is queried by
the POP Reader job. The
missing index for this new
shard on the "uid" column
causes substantial delays
with the POP Reader job.
User Safari 10.x in When a user logs into Refer to the listed Known Error KB
Interface MacOS Sierra certain versions of a Fuji, article for details.
(UI) sends users to Geneva, and Helsinki
UI11 instance using Safari 10.0
PRB692216
(Mac Sierra beta version),
KB0597917 they are redirected to UI11/
U14.
The user agent off of
the new Safari 10 is:
"Mozilla/5.0 (Macintosh;
Intel Mac OS X 10_12)
AppleWebKit/602.1.38
(KHTML, like
Gecko) Version/10.0
Safari/602.1.38".

Service More information When attempting to use 1. In the self-service portal, open
Catalog tag on Service HTML in a help_text the Something Broken record
Catalog Variables field on a service catalog producer.
PRB655728
turns HTML variable, the content
into escaped renders as escaped 2. Right-click the Open on behalf
text (expected text. The HTML tags in of this user field label and
behavior, variables 'help text' are select Configure variable.
although not in only interpreted when the 3. Insert HTML into the Help
the past) system property named text field (for example: <span
glide.ui.escape_text is set style="color: red;">TEST</
to false. span>).
4. Go back to the Something
Broken item in the self-service
portal.
5. Open the help text for the Open
on behalf of this user field.
Note that the content does not
render as HTML.

Service Variables are Fields in variable sets 1. Open an instance with the
Catalog not aligned on are not aligning with Geneva release installed.
sc_req_item other variables on the
PRB665292 2. Navigate to Service Catalog >
page if using sc_req_item page.
KB0565455 variable set Catalog Definitions > Maintain
Items.
3. Open the item Packing and
Shipping.
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,
click New.
8. In Type, select Single Line
Text.
9. Click Submit.
10. On the Catalog Item record for
Packing and Shipping, click
Try It.
11. Fill in the mandatory fields.
12. Click Order Now. The variables
are not aligned on the created
sc_req_item.
Knowledge Clicking Clicking Knowledge > 1. In the Application navigator,

Management Knowledge > Create New from the navigate to Knowledge >
Create New from Application navigator leads Articles.
PRB668261
the Application to a read-only page when
KB0565446 menu leads to a an instance has been 2. Click Create New.
read-only page upgraded from Knowledge
V2 to V3, and the instance Note that all fields are read-only.
does not have any V3
Knowledge Bases. This
problem has manifested in
Fuji Patch 12 and Geneva
Patch 5.

Forms If the Activities If you move the Activities 1. In the incident form, add a
Formatter is Formatter in a different Comments section and add an
PRB655539 moved to a section/tab, the Additional Additional Comments field to
KB0564698 new section, Comments field moves this section.
the Additional from its section/tab to the
Comments field location of the Activities 2. Reload the form.
appears in that Formatter. Note that the Additional
location Comments input box is in the
correct section/tab.
3. Add a new section, and add the
Activities Formatter to the new
section.
4. Reload the form.
Note that the Additional
Comments input box is no
longer in the Comments section
but has moved to the new
section containing the Activities
Formatter.
Service Customers using On some Fuji patches, There are no clear steps to
Catalog "Category.getItems"Service Catalog pages reproduce. This issue is more
have stuck "/ cause the semaphores dependent on running out of memory
PRB639752
catalog_home.do" to hang. This is caused than any particular process.
KB0551348 transactions, by the cache running
causing instance out of memory because
functionality items are being cached
degradations multiple times, whether
or not they were already
there. Fuji Patch 3 up to
Fuji Patch 8 instances may
be affected. This issue
can occur with just two
users and a single item
if both try to access the
functionality at the exact
same time. The majority of
customers on the affected
versions do not experience
this issue as the issue is
of concurrency where both
the access must happen at
exactly same time.

User Accessing a When having a public 1. Clear the cache.

Interface public report from report from type list,
type List deletes accessing it results a 2. Navigate to incident.list.
(UI)
the default record deletion of the default 3. Confirm that there is a list for the
PRB659934 of the report table record from the sys_ui_list incident table on the default view
KB0597466 from sys_ui_list, table. This means that by going to the following URL -
causing the the list layout which leave this window/tab open to
default list for a was configured by the refresh later: sys_ui_list_list.do?
table to revert administrator is lost. sysparm_query=view
to its system- In addition, a record is %3DDefault%20view%5Ename
generated created by the guest user %3Dincident
version on the sys_ui_list table,
where the View field is 4. Create a public list type report
empty. on the incident table.
• Navigate to Reports > View/
Run > Create a Report.
• Data: Table, Incident
• Save.
• From the Save drop down
arrow, click Publish > Copy
Public URL.
5. Open an incognito window or

another browser to make sure
you have no active sessions to
the system you were in.
6. View the URL copied in step 4,
and then close that browser.
7. Refresh the list from step 3.
Note that your task list is no longer

there.
Service Catalog UI Catalog UI policies and Refer to the listed Known Error KB
Catalog policies are catalog client scripts set article for details.
not applying to to 'Applies on Requested
PRB664557 variables in a Items' or 'Applies on
KB0594575 RITM / Catalog Catalog Tasks' can fail
Task variable when a write-role has
editor when read- been specified on the
only variable and a user views
the record while logged in
as (impersonating) a user
that fails the role check.

Platform Scheduled jobs Several scheduled jobs

Performance (for example, on the platform have
events process) the parent job as an
PRB667872 that have active/ "Active Nodes" or "All
all node job Nodes" job. The Active
configuration Nodes and All Nodes jobs
are delayed on configuration ensures that
instances with the scheduled job runs on
different date/ each node (for All Nodes
time formats configuration) or each
primary node (for Active
nodes configuration). After
upgrading to Helsinki,
these jobs are delayed on
instances with different
date and time formats.
This issue most commonly
affects the event process
job.
User Dot.walked fields Refer to the listed Known Error KB

Interface add foreign class article for details.
(UI) to Label, causing
Field Watcher in
PRB629855 context menu to
KB0597592 not be visible
Core Security Incident The Security Incident Refer to the listed Known Error KB
Platform Response Response plugin is article for details.
plugin is causing causing issues with large
PRB669163 issues with large transforms. The load of the
KB0597955 transforms imports gives an error (see
Steps to reproduce).
1. Loading data in a
Geneva instance
without activating
the 'Security Incident
Response' plugin
works as expected.
2. Loading the data with
the plugin 'Security
Incident Response'
activated leads to the
error 'Transaction
cancelled: maximum
number of business
rules exceeded'.

Persistence Database pool The database connection Refer to the listed Known Error KB
sweeper job hangs due to a concurrent article for details.
PRB711226 causes hanging
execution on the same
KB0597661 database database connection by:
connection
• a database pool
sweeper thread
• a thread handling
regular transactions
If this occurs when cache

loading, it can cause
an incomplete cache to
be built (for example,
TableDescriptor). This
can surface as various
symptoms:
• Banner text shows as
the word "null" (invalid
table name: sys_script)
• System uses UI15
for all users when
they expect UI16
(invalid table name
"sys_user_preference")
• Node unreachable,
blank page, 401's etc.
(invalid field name
"sys_scope.scope")
• Fields display as
the field name
instead of field labels
(invalid table name:
sys_documentation)
• Integrations receiving
HTTP 401 (invalid table
name: sys_user)
• Users unexpectedly
logged out after logging
in (invalid table name:
sys_user)
These issues are always

preceded by a series of
SEVERE errors during the
GlideSweep on threads
that are being "cleaned."
The errors are preceded by
a warning message similar
to the following:
com.glide.db.pool.DBPoolSweeperJobStatus@15cd039
WARNING ***
WARNING ***
caught error
involing © 2018 ServiceNow. All rights reserved. 362
method
User Font size in Prior to Geneva, text in Refer to the listed Known Error KB
Interface TinyMCE HTML the TinyMCE HTML editor article for details.
(UI) editor in Geneva defaulted to 10pt. Then,
is not consistent if the text was updated to
PRB656644 with WYSIWYG 10pt through the font size
KB0564218 standard option, it remained the
same size as the default
one (this is consistent
with WYSIWYG). Now in
Geneva, the default text
starts as (seemingly) 10pt,
but if the text is updated
to 10pt it looks like it has
been updated to 14pt.
This is not consistent with
WYSIWYG.
Incident The new Helsinki With Helsinki, we inserted Refer to the listed Known Error KB
Management dictionary "sys_dictionary_override_31003e229f211
article for details.
override 2008f97b89a442e7009,"
PRB678045 on default the Dictionary override
KB0596337 value "5" for of the Default value on
"Incident.Priority" "Incident.Priority" field,
field affects setting it to "5" (previously
customizations "4"). If a user does
not have a custom
Dictionary override on the
"Incident.Priority" field,
this file is inserted and the
new default value may
not align with instance
customization, creating
issues.
Import / Import Set The Import Set Deleter 1. Create a large number of import
Export Deleter job job cleans records in the sets (for example, 10,000).
causing import tables. A problem
PRB709421 instances to run that was fixed in Fuji Each import set needs to have
a nominal load (for example,
KB0597507 low or out of addressed out of memory
memory, causing exceptions that arise from 2,000) of records to be imported.
performance MultipleDelete, which 2. Navigate to System Import
issues on the Import Set Deleter utilizes. Sets > Scheduled Cleanup.
affected node However, the fixes did
not completely prevent 3. Change Days from 7 to 0.
memory concerns for the 4. Click Execute now.
Import Set Deleter job.
The deleter job runs on all import
sets. Note that memory consumption
increases substantially while the
deleter job is running. The job is
loading GlideRecords, but it only
needs the names of staging tables.

Upgrade In Helsinki The Upgrade Monitor As an admin user, log in to a Helsinki

Engine instances, the hangs because the 'text instance that recently upgraded.
Issues Upgrade Monitor index events process'
can be stuck in Expected result: The upgrade is
job prevents the job from
PRB680155 the 'finalizing' complete and should go to the admin
summarizing and finishing
home page.
KB0597924 state the upgrade history
to be scheduled. This Actual result: The finalizing screen
issue occurs in Helsinki is shown as if the upgrade was still
instances. running.
For example, this issue can
be reproduced in freshly
zBooted instances that
are immediately upgraded.
The upgrade takes place
before the upgrade history
of the previous zBoot is
marked as finished. After
the upgrade finishes, only
the upgrade history record
for the zBoot is marked as
finished, but the upgrade
history record for the
upgrade is never marked
as finished. This causes
the Upgrade Monitor to
be stuck in the 'Finalizing'
state.
Import / Export to Excel Export to Excel fails on 1. Navigate to a list containing

Export fails if there are Geneva if there are more more than 32000 rows.
more than 32,000 than 32,000 rows and one
PRB674142 rows and one of of the columns is currency. 2. Ensure that a Currency field is
in the list.
KB0596143 the columns is
currency 3. Right click on the header and
select Export > Excel (.xlsx).
The export fails.

Core Memory leak There is a memory Refer to the listed Known Error KB
Platform caused by large leak which is caused article for details.
number of Rhino by instantiating
PRB697208 JavaAdapter GlideScriptable abstract
KB0596785 classes being classes in Helsinki. One
generated and place where this occurs is
cached in the OOB script include
"Cart", where there is an
instantiation of one of these
classes, GildeappQuestion.
Caching these classes
seems to be a change in
behavior from pre-Helsinki
Rhino.
Note: This is not

isolated to the
GlideappQuestion
class.
Service LDAP imports If User Criteria is enabled On an instance with a very large
Catalog and User Criteria on instances with a very sys_user and domains:
enabled makes large number of users, this
PRB648805 secondary nodes 1. Enable User Criteria.
will make the secondary
KB0565511 unusable nodes unusable if there are 2. Run an LDAP import, or update
very large imports on the all users. This will create a huge
user table (such as daily amount of sys_cache_flush
LDAP imports). data for criteria_cache and
user_criteria_cache.
When this is picked up by the

secondary nodes, they will become
unavailable and eventually run out of
memory.

Chat User presence ServiceNow has found an Refer to the listed Known Error KB
causes issue impacting instances article for details.
PRB663533
performance configured with the Geneva
KB0584123 degradation release family and with
when Connect, the Presence feature
UI16, Mobile enabled. Please note that
Support, or VTB this feature is enabled
is installed due by default with UI16 in
to transactions Geneva.
related to the
Presence feature Presence generates a
high volume of requests
per user. The individual
presence requests are
generally fast, but they are
susceptible to slowness
when an instance is under
heavy load. A high volume
of slow Presence requests
will clog the default
semaphore queue. In the
UI, this will manifest itself
as missing components
(for example, the navigator
does not load, or a blank
page is shown).
On the stats page, this will
manifest itself as a default
semaphore pool with a
queue depth at or near
150. A large percentage
of the active requests will
probably be Presence
transactions. Requests
will return 429 errors
(Too Many Requests) if
they encounter a filled
semaphore queue. This
can lead to delays and
significant performance
issues for users on the
instance.

Service In Geneva and A design change in Fuji 1. Navigate to Service Catalog >
Catalog Fuji, multi-line and Geneva prevents Maintain Items.
text fields and UI multi-line text field
PRB665295 Macro variables variables from expanding 2. Select the desired catalog item.
KB0565456 no longer expand the width of the form. This 3. In the Variables related list, click
the width of both change from the behavior New.
columns in Eureka can cause issues
for customers who created 4. Add a container and in the Type
their variable layouts Specifications tab, specify a
expecting the old design. Layout of 2 Columns Wide,
alternating sides.
5. Add two variables of any type to
the container.
6. Add a Multi Line Text variable
as the third item in the container.
7. Click Submit. When you access
the item, note that the text box is
only 50% wide.
The same problem occurs with

the Macro and Macro with Label
variables.
CMS iFrame does not When a portal page is 1. Open demo instance.
resize correctly rendered in an iFrame with
PRB605118 the sizing option Expand to 2. Go to /ess/order_software.do.
KB0546515 Fit content, the resize does 3. Click the Preview triangle
not work. On a CMS page choice list on a few different
with catalog items, when items.
clicking Preview to display
additional information 4. Collapse the information.
and then collapsing the
information, the footer does The footer did not resize and there is
not resize correctly. extra white space.
MID Server ECC Message The ECC Queue monitor, Refer to the listed Known Error KB
creation might which processes a article for details.
PRB665835 end up blocking list of ECC messages
KB0597640 all ECC Queue (ECCQueueMonitor.processMessages),
processing creates an instance of
eccmessage. However,
this method does not
copy factory variables.
If ECCMessage.update
is called, which in turn
uses factory variable,
the MID Server throws
NullPointerException. It
may try to reprocess the
same ECC message,
leaving the MID Server
perpetually stuck.

User CC: field does After configuring email on 1. If an instance email is not
Interface not show up on an instance with UI16, if already active, provision one
(UI) activity formatter you send an email from an (Service Catalog > Provision
when using UI16, incident, the emails will not Instance Email > input instance
PRB667491 but shows when show the CC field when name, click Order Now).
using UI11 in the displayed in the activity
same instance formatter on this incident. 2. Navigate to System Properties
> Email Properties.
3. Add an email address for
"Send all email to this test
email address (non-production
testing)".
4. In the Email Properties, make
sure that Email receiving
enabled is checked.
5. Pull up an active incident from
the incident table.
6. Click the '...' at the top of the
incident and click Email.
7. Enter in a valid email address
(your own) for the To and CC
fields, type something into the
body, then click Send.
8. Notice that in UI16, the CC field
does not show in the activity
formatter.
9. Switch to UI11 (navpage.do?
sysparm_device=desktop) and
pull up the same incident.
Actual behavior: Notice that it does

show the CC field in the activity
formatter.
Expected behavior: The CC field
should show regardless of what UI
you are using.
Service Amazon: 1. Enable Amazon and run

Catalog Even though Discovery.
Amazon resource
PRB646241 catalog has 2. Create an catalog item for ec2
VM.
KB0594578 VM approved,
Cloud User does 3. Go to Cloud Resource Catalog
not see any > Amazon Virtual Machines to
items in cloud order the VM.
resource catalog
in Amazon VM
Note that nothing shows up in the
resource catalog.

User Activity stream The text 'prefix_ago'

Interface shows timestamp appears in front of a
(UI) as 'prefix_ago' date/time stamp fields in
the user interface. The
PRB647464 issue occurs when the
system record entry for
the keyword "prefix ago" is
missing in the Messages
[sys_message] table: /
sys_ui_message_list.do?
sysparm_query=
123TEXTQUERY321%3Dprefix
%20ago
AuthenticationAfter upgrading Unable to load certificate.

to Helsinki, SAML 2.0 SP Keystore -
PRB680620 POP/LDAP fail b88267271b012000f1129141be071393:
java.io.IOException:
with a keystore Keystore was tampered
exception, and with, or password was
users are unable incorrect:
to log in sun.security.provider.JavaKeyStore.en
sun.security.provider.JavaKeyStore
$JKS.engineLoad(JavaKeyStore.java:56)
sun.security.provider.KeyStoreDelegat
Service Service Portal The single-line text and

Portal variables wide variables only permit
max_length are 40 characters, which
PRB691597 inconsistent with is inconsistent with the
normal Catalog normal Catalog UI. In
UI addition, field-mapped
variables max_length are
also inconsistent with the
normal Catalog UI.
Platform Scripts A poorly written script

Performance background executed in scripts
transactions not background can run
PRB681452 protected against indefinitely, causing alerts
long running and degradation.
transactions

Persistence After creating a If a user creates a field that 1. Create a field with the following
field with column has >30 characters length, information:
PRB635272 name longer than when you try to group by
30 characters, that field, the labels are • Longer than 30
when a user tries shown as "empty" even characters (e.g.
to Group By that though the results under u_service_or_configuration_item)
field, they always the group are correct. • Type String
receive (empty) • Length 100 on the Task table
as a label of the
group Notice that the field is
created in the database as
'u_service_or_c11n_item,
varchar(100), YES, , null, '.
2. Go to the Task table and update
this field with some values (e.g.
test1, test2).
3. Go back to task.list.
4. Right-click on the field
u_service_or_configuration_item
and select Group By Service or
configuration item.
The created Groups all have the

name 'empty'.
Platform Error message 1. Navigate to System

Performance 'Illegal access Applications > Applications
to method and go to the form for a scoped
PRB671391 close() in class
application.
com.glide.size_aware.Size
AwareServletOutputStream' 2. Make some change to the
application (e.g. change the
short description) and Save the
change.
3. Click Publish to Update Set.
4. Click Publish on the dialog.
5. When it is finished, click Done
on the progress dialog.
6. Click Export to XML and Save
the file.
7. Click Merge with Another
Update Set on the app form.
Expected behavior: No error

message appears.
Actual behavior: A red error
message shows at the top: "Illegal
access to method close() in class
com.glide.size_aware.SizeAwareServletOutputStre

Forms Clicking on When a form is partially Refer to the listed Known Error KB
reference filled out and then article for details.
PRB577799 icons or navigated away from,
KB0523833 changing views you should receive a
unexpectedly notification that you are
saves the form about to lose changes.
The notification is not
appearing when you click
the Information icon to the
right of a reference field.
UI Policy/onChange client An onChange client script
Client script running on is running on submit when
Script submit of form the data has not changed
when no data has since the last time it ran.
PRB653683
changed
Tables andLabel override On the same table with 1. Using the short description field,
Dictionarybug for label the label override, if fields create a new label record off of
name when using are moved around using the incident table.
PRB652054 form designer the form designer, and the
label that has an override 2. Make the label name 'test' and
is a field such as 'short save the record.
description', all of the 3. Go to the dictionary entry for the
respective child tables task_short_description field and
where that field is derived scroll down to the label related
from (e.g. TASK) will have list.
their short description
labels changed to reflect Notice that there is now a label
the new label. record for the short_description
field with a value of 'test' on the
incident table.
4. Go to an incident record.
Notice that the short description
label now shows up as test (this
is expected since we are doing a
label override).
5. Using the form designer, adjust
the order of any two fields by
dragging and changing the order
of the fields.
6. Click Save.
7. Now go to any table other than
incident that extends task.
Notice that the short description on

the incident form has been changed
to Test.

Service Changes When there is one UI policy

Catalog in behavior that is meant to "hide" a
regarding UI container with its variables,
PRB690516 policies and and there is a second UI
controlling policy where if it sees the
visibility of value of a certain variable
Containers within the container, it will
and Variables, show a different variable
Variable- in that container. It breaks
sets within a by showing the container
Container and some of the variables
inside, even though it is
supposed to be hidden.
This issue occurs after
upgrading from Geneva
or Helsinki instances to
Helsinki Patch 1.
Forms javascript.EcmaError:If a Catalog Item 1. Open sys_properties.

"__ref__" is view has a reference
PRB629782 not defined variable and the 2. Ensure that
glide.ui.clickthrough.popup is
KB0563949 error when a glide.ui.clickthrough.popup
catalog item system property is set to true.
with a reference true (default value), 3. Navigate to Service Catalog
variable is a JavaScript error is > Catalog Variables > All
accessed and displayed: WARNING *** Variables.
glide.ui.clickthrough.popup
WARNING *** Evaluator:
is true 4. Filter on Type is Reference.
org.mozilla.javascript.EcmaError:
"__ref__" is not defined. 5. In the list, open any catalog item
Caused by error in and click Try it.
<refname> at line 1 ==> 1:
__ref__.getReferenceKey()
The Javascript error is displayed.

Service Service Portal Catalog uses containers to 1. On a catalog item or record

Portal ignores multiple allow users to control the producer, add a container_start
column variable layout of the variables of variable with layout = 2 columns,
PRB682246 layouts in catalog
their catalog items, letting alternating sides.
them create variables that
2. Add a few variables in order
appear in multiple columns.
after the above container.
Service Portal appears to
ignore these containers, 3. Add a container end variable at
causing everything to the end.
display in a single column. 4. Open the catalog item or the
The fix for this PRB causes record producer in the new
the two-column layout of Helsinki Service Portal.
containers to render first.
Afterwards, the two-column You will notice that the fields appear
layout of nested variable in single column and not in 2
sets is rendered. Note that columns, as defined in the container.
compared to the platform
view of a catalog item,
Service Portal does not
render nested containers.
Only variables and variable
sets can be displayed
inside a container.

Forms If field preceding If Additional Comments 1. Log in as an administrator.

activity stream and Work Notes are on
PRB666131 is read-only, the 2. Open an incident form, navigate
a separate section of the
to Configure > Form Layout,
KB0583973 stream does not form or not followed by
show inputs and create a new form section.
the Activities (filtered), and
there is a read-only field 3. Add the following fields to
(for ITIL users) before the the new section: Additional
Activities (filtered), the Comments, Work Notes, and
fields do not display for ITIL Activities (filtered).
users. 4. Verify that the newly created
Conditions to reproduce fields are displayed.
the issue: 5. Impersonate an ITIL non-admin
1. Must be ITIL user user.
2. Journal fields must 6. Open an incident.
be in different section Note that the Additional
than activity formatter, Comments and Work Notes
or not following the input fields are not displayed.
activity formatter does
not follow the journal 7. End the impersonation and
fields go back to the administrator
session.
3. There must be a read-
only field for the ITIL 8. Remove the Activities (filtered)
user before the activity field from the affected form
formatter section.
9. Impersonate an ITIL non-admin
user.
Note that the Additional Comments

and Work Notes input fields are
displayed.
Platform After upgrading After an upgrade to

Miscellaneousto Helsinki, the Helsinki, users see the
Clean Temp Files following log entries every
PRB683489 scheduled job is
hour:
throwing errors
java.lang.SecurityException:
Illegal access to method
deleteFile(com.glide.script.proxy.File)
in class
com.glide.util.FileUtil
Caused by error in
Schedule Item: 'Clean
Temp Files' at line 34
JS/HTML TinyMCE editor The TinyMCE editor is Refer to the listed Known Error KB
Editor takes time to unable to process large article for details.
process large amounts of text in Internet
PRB658009 amounts of text Explorer. This issue can
KB0565100 also occur for ITIL users
when using an email client
to reply to email chains.

Service When Compact When Compact View is 1. Using Internet Explorer, open an
Catalog View is enabled, enabled, text is pushed instance.
it pushes the text down for single-line text
PRB645433 down in single- fields in the Service 2. Click the settings gear wheel
and toggle the compact mode
KB0562882 line text fields Catalog.
within the Service switch.
Catalog 3. Navigate to Service Catalog.
4. Select any item that has a
variable of type Single Line
Text or Reference.
5. Type some text in the input field.
Note that the text is cut in half and

the lower portion of letters like g and
y is not visible.
Email Customized When using custom 1. Go to Number maintenance

watermark watermark prefixes, to change the watermark of an
PRB667700 prefixes is not
inbound email actions incident to MSGTEST.
working do not identify a valid
2. Create an incident and
watermark as a reply.
find a email sent with
The fix for this PRB the new watermark (e.g.
fixes the behavior for MSGTEST00001).
watermarks in emails. 3. Create a new email in Outlook
Refer to Create a custom as follows and send back to the
watermark prefix for email instance:
notifications for details.
• Subject: a new email with
watermark
• Content: adbdadf
• Ref:MSGTEST00001
Expected behavior: The replied email

should be classified as a "reply",
and it should recognize the custom
watermark "MSGTEST".
Actual behavior: The replied email
will be classified as "new", and the
watermark "MSGTEST" will not be
recognized.
Software SAM Counter Log files show a large After the scheduled job for SAM
Asset performance amount of time spent in Counter is executed, users can
Management issues in cleanupInstalls. observe performance degradation
cleanupInstalls() of the SAM Counter execution. The
PRB704167
log files show that a large amount of
time is spent in cleanupInstalls.

Persistence Changes on If the user alters an existing Refer to the listed Known Error KB
Dictionary column by changing the article for details.
PRB674257 Field Type of field type or the field length,
KB0594678 glommed field data loss can occur if
on one of the the field has duplicate
extending tables storage aliases. On an
is changing the affected version, the logic
database field that safeguards against
type instead of data loss fails to account
changing the for data in fields that are
sys_storage_alias aliases of the field being
modified. The following
workflow illustrates the
issue:
1. The user accesses
a field on a table
that is configured
as an extension of
another table (Table
per Hierarchy).
2. The user then alters
the field by changing
either its Type or its
Length.
3. The execution logic
tests for data loss in
that table only (not the
entire hierarchy for the
field).
Because the test does

not detect any data in
other tables that are also
extensions of that same
base table, the workflow
continues to execute,
causing data loss for that
field in the other tables.
MID Server MID Servers The MID Server uses This issue only occurs on a daylight
stop processing a query window to savings time change.
PRB668206 probes for 60 continuously poll for
1. Observe the ECC Queue within
KB0597630 minutes "ready" activities. When
the MID server host is 60 minutes of the time change.
configured to use daylight 2. Note that ECC Queue "output"
saving time, there is a records that should have
period of 60 minutes where normally been processed remain
polling fails to return ready in "ready" state.
activities. During this
period, those activities
are ignored and can only
be executed with manual
intervention.

Service The Display/ After configuring the Refer to the listed Known Error KB
Catalog Hide List button incident form layout article for details.
disappears on to include the incident
PRB670586 Related Lists variable editor, related lists
KB0595994 in tabbed view no longer show the display/
when the incident hide list button while in
variable editor is tabbed view. The incident
present on the variable editor appears to
incident form be attaching a style sheet,
which causes the issue.
Text Syntax Error When searching 1. Navigate to kb_knowledge.list.

Search or Access Rule knowledge, users receive
Violation errors a Syntax Error or Access 2. If the Topic column is not
PRB623008 when searching Rule Violation detected already displayed in the list, click
Knowledge by database (Table the gear in upper right corner to
Personalize List.
'<instance>_1.ts_c_13_TS_MARKER'
doesn't exist) error. 3. Right-click on the Topic column
and select Group By Topic.
4. In the search box at the top of
list, change the parameter to for
text, type 'config', and hit Enter
to search.
Users receive an error: Syntax

Error or Access Rule Violation
detected by database (Table
'<instance>_1.ts_c_13_TS_MARKER'
doesn't exist)
User Activity formatter This option used to In an OOB Geneva instance:

Interface filter on Geneva be available on Fuji.
Incident form The Geneva activity 1. Impersonate Fred Luddy.
(UI)
is missing the formatter product 2. Navigate to Incident >
PRB663730 option 'All' on the documentation does Assigned to me.
options list not contain information
about the exclusion of the 3. Click on the incident
this feature. If a Geneva INC0000052.
instance is reverted to 4. On the right side of the Activity
UI15, the functionality is field, click on the filter icon.
still available.
Note that the Option 'All' is missing.
Platform Contextual Groups do not propagate Adding a person to a group does not
Security Security: Role roles on some instance give the person roles from the group.
Management nodes
PRB700519 Enhancements

Content In CMS, iFrame In CMS, iFrame is not Refer to the listed Known Error KB
Management not resizing resizing correctly and is article for details.
System correctly and is displaying a vertical scroll
(CMS) leaving a vertical bar.
scroll bar
PRB628936
KB0551949
Incident Closing an For older instances 1. Verify the

Management incident in that do not have the com.snc.bestpractice.incident
instances 'upgrade.2011_common_practice'plugin is installed.
PRB683258 missing the plugin, data loss can occur
parent_incident when closing an incident 2. De-activate the 'Validate
column will close due to the "SNC - ITIL - Dictionary Column Delete'
all incidents Close Related" business business rule.
rule. 3. Delete the parent_incident
column from the dictionary.
4. Attempt to deactivate the
'Prevent Recursion of Parent
Incident' business rule. Note that
this rule is absent.
5. Close an incident.
Note that all incidents are closed.
Core When When downloading an Using Chrome or IE:

Platform downloading attached file with special
an attachment characters present 1. Go to an incident form and open
PRB609866 with special in the name (using an incident.
characters in the Chrome or IE), the file 2. Attach a document with
name, the file name is changed to special characters (e.g.
name is changed 'download'. This issue is Chinese characters or
to 'download' not reproducible in Firefox, 'EspecificaciónTécnica.doc').
and the file extension does Save.
not change.
3. Click the attached file to
download it.
Expected behavior: File name is kept

after download.
Actual behavior: The file name
changes to download.doc.

User Duplication of After upgrading to Geneva Refer to the listed Known Error KB
Interface banner image and some builds of article for details.
(UI) sys_attachment Helsinki, slow response
records after times have been occurring
PRB668554 Geneva/Helsinki when logging in and
KB0596137 upgrade causes navigating in the instance.
slow response Login can take 1+ minute
times in some cases. This issue
is due to duplicate records
inserted during the upgrade
from a fix script that cause
the sys_attachment table
to become very large. A
frequent encoded query
against sys_attachment
triggers delays in the
instance.
Workflow Slow memory App nodes experience On a Fuji instance (preferably with
leak due to gradual performance no other workflows running on the
PRB654689 KillSwitch() degradation, which may system):
observer objects manifest as frequent
1. Create a new workflow on
being created but symptomatic incidents such
Global.
not destroyed as 'Scheduler Workers
Overloaded' and/or 'Mean 2. Delete the transition between
Semaphores Exhausted' Start and End. Ignore the
during periods of high warning about the invalid
user or job/worker activity. workflow.
Application node resource 3. Publish the workflow.
profile exhibits a gradual
increase in memory usage, 4. Start the workflow.
without a corresponding 5. Go to the context record and
increase in the number of click the Cancel button. The
transactions and sessions cancel will fail because the
(load) over this time period. invalid workflow causes a
There is also a gradual NullPointerException. Repeat
increase (minimum of 100) this several times.
of KillSwitch() observer
objects within app node 6. Search in the context log for
JVM memory. "killSwitch" count. Note that the
number of observers increases
every time you try to cancel.
Import / Using the Using the JDBCProbe Refer to the listed Known Error KB
Export JDBCProbe script include to execute article for details.
script include a command against a
PRB664013 causes database produces an
KB0584149 NullPointerExceptions
output ecc_queue record
in the response with a missing agent
input ecc_queue correlator which leads to
record NullPointerExceptions in
the response ecc_queue
record.

Service Select Box Using a Select Box variable Refer to the listed Known Error KB
Catalog variable that filled by a Catalog Client article for details.
is filled by a Script will show as empty
PRB679673 Catalog Client when accessing it from
KB0597584 Script will show the RITM list. The list for
as empty when the Select Box works as
accessing it from expected when opening
the RITM form the Catalog Item. After
it is submitted, the RITM
form will incorrectly
show this variable as
empty. Even though the
variable is stored in the
sc_item_option_mtom
table, the variable is not
shown in the form, and
the list for the Select Box
variable in the RITM form is
empty / blank.
Chat Connect Support All chat messages which 1. Activate the Chat, Connect, and
chat message are posted before an Connect Support plugins.
PRB681035 entries between incident is created will
two people are all show up on the activity 2. Create a queue and select
shown in activity stream as being inserted the Service Desk assignment
stream as one by one person, even group.
account though there are two 3. In one browser, log in with Abel
people messaging. Tuter (do not impersonate).
4. In a different browser, log in with
ITIL User (do not impersonate).
5. With Abel, create a new chat in
the queue.
6. Answer the chat as ITIL User.
7. Post a few chats back and forth
between the two users.
8. With ITIL User, create an
incident from the chat and save
the incident.
Expected result: The activity stream

in the incident should show a chat
conversation between the two people
with their respective names.
Actual result: You will see only the
ITIL User listed for every posted chat
message.

Chat Closing a chat 1. Start a Support conversation.

session on
PRB676159 an end user's 2. As the end user, click End chat.
side does not
move chat into Verify that the state does not change
Close_Complete to 'Closed_Complete'.
Cloud High memory On a DescribeInstances/

Management consumption DescribeVolumes API call
Application when processing to AWS (processed as
DescribeInstances Discovery sensor jobs:
PRB687200 and "ASYNC: Discovery -
DescribeVolumes Sensors"), AWS sends
payloads from the whole set of records
AWS in a single response. If
there are a large number
of instances in the account
and if the ServiceNow
instance has a low system
memory, the response
takes a lot of time to
process and memory
usage peaks up. This can
lead to slow performance
for users on the affected
node. High memory
consumption typically
occurs when multiple
sensors are running on the
same node and processing
large payloads.
Service Date format While in the Service In a Helsinki instance:

Portal not honored in Portal and interacting
Service Catalog with the Service Catalog's 1. Navigate to System Properties
PRB707434 part of Service Date variables, the > Basic Configuration.
Portal value do not honor the 2. Change the
date format set via the glide.sys.date_format property to
glide.sys.date_format dd-MMM-yy.
property.
3. Edit the Create an Incident
record Producer and add a Date
variable.
4. Navigate to the Service Portal >
Service Catalog > Can we help
you? > Create an Incident.
Expected result: The value should be

in the format of dd-MMM-yy (e.g. 18-
Aug-16).
Actual result: The value is in
the format of yyyy-MM-dd (e.g.
2016-08-18).

Project Time Cards If the instance or the user

Management "Current" page has a date format that is
does not work not yyyy-MM-dd, the Time
PRB582705 correctly when Cards > My Time Cards
KB0524184 the instance > Current page does not
or user has a function correctly.
custom date
• The New button on this
format
page does not put the
time card in the list,
and the Generate Task
Cards does not create
new time cards from the
planned tasks assigned
to the user.
• If the user creates
a time card for
themselves from the
All list or any of the top
lists in the Time Cards
application, the time
card does not display
on the Time Cards > My
Time Cards > Current
page.

Knowledge Users reporting Users are unable to access This issue occurs in Fuji and
Management that Knowledge knowledge articles either Geneva. This is related to DayLight
is inaccessible from knowledge search Savings Time change.
PRB625442 during a specific or from kb_home.do
period of time page from approximately Note: Testing in California office
19:00 - 20:15 PDT. All (PDT time).
other applications were 1. Install Fuji or Geneva with date
accessible. time set to 03/08/2015 19:40:00
PDT.
2. Go to the knowledge home page
from the left navigation menu.
• Note that everything works
and there are no issues.
3. Go to /kb_home.do page in
another tab.
• Note the following issues:
no items are available under
category. In addition, clicking
each base still results in no
items available.
4. Search in the kb_home.do page.

• Note that this works.
5. Now, set the server time to

03/08/2015 20:40:00 PDT.
6. Restart the instance.
7. Repeat steps 2, 3, and 4.
• Note that all steps work with
no issues.

User sys_user table If the name field for a 1. Create a new sys_user record
Interface list fails to load if record from sys_user table with name that starts with ". "
(UI) name field starts starts with: ". " (without
with ". " (i.e. quotations, that is <dot/ • Without quotations, that is
PRB689186 <period><space>) period><space><the rest of <dot/period><space><the
for List V3 the name>) and that record rest of the name>
is being displayed in the • Note whether the name field
current list, this list will fail is displaying first then last or
to load. This affects List last then first.
V3. • Make sure that name field
starts with ". <the rest of the
name>" (without quotations).
2. Make sure that sys_user list is

using List V3.
3. Now navigate to sys_user.list.
4. Make sure that record created
above is being displayed in
the current list. If not, sort or
navigate to it.
There will be errors on the server

and client.
Forms The approval The approval summarizer Refer to the listed Known Error KB
summarizer for knowledge on the article for details.
PRB651149 on the sysapproval_approver form
KB0584797 sysapproval_approver
breaks when the activity
form breaks formatter is placed on the
when the activity knowledge form.
formatter is
added

Service Geneva upgrade In the Service Catalog, In a Geneva Patch 4 instance:

Catalog - Catalogs if there is a variable set
have extra that has 'Visible' set to 1. Create a variable set with 2
PRB665752 space between 'false', the UI policy does single line variables.
variables not hide the element and 2. Set Order to Variables with two
(variables within it displays as an empty consecutive numbers.
container are space between the fields.
hidden by UI 3. Create a Catalog UI policy that
policy) Applies to Variable Set.
4. Within the Catalog UI policy
actions, add the 2 variables and
set Visible to false.
5. Add the variable set to a Catalog
Item.
6. Set the Order number to place
the variable set between the two
existing fields.
7. Click Try it.
Notice that there will be an extra

space between the fields. If you
"inspect the element" in that area,
you will notice that the element is
technically still there even though
Visible is set to False in the UI policy.
Import / When importing When importing groups Refer to the listed Known Error KB
Export groups from from LDAP, one group is article for details.
LDAP, one group consistently dropped on the
PRB684827 is dropped import and another group
KB0596908 is imported twice on the
staging table.
Service File Attachment When using a UI macro Refer to the listed Known Error KB
Catalog functionality as an item variable, an article for details.
defined in a attachment link in the code
PRB613156 custom UI macro works when browsing the
KB0546864 and added to an item but does not work
Item via variable when the item is included
does not work on in the Order Guide.
an Order Guide

Knowledge KMv3-style When trying to select a 1. Go to create a new Knowledge

Management category picker category on a KB article, Base article.
not available on the KMv3-style category
PRB658812 KB article form picker is not available. 2. Select Support and
Instead, a standard list Troubleshooting as the
window opens. Knowledge Base.
3. Click on the magnifying glass
next to the Category field.
Notice that the KMv3-style category

picker does not appear.
Change After upgrade On an instance upgraded to

Management from Fuji to Helsinki which does not have the
Helsinki, CIs in new Change Management plugin
PRB689023 the CMDB are
installed:
missing Save or
Submit buttons 1. Navigate to the Configuration
Items list (cmdb_ci.list).
2. Click New.
Note the Submit UI action is not

present.
Live Feed Requests to /api/ The issue is more visible Refer to the listed Known Error KB
now/live_feed/ for the users who have article for details.
PRB670678 conversations are around 100 records in
KB0595732 slow if a user is a live_group_profile and
member of many live_group_member tables,
conversations where it may take 20-30
seconds for live feed to
load.
Persistence fix_short_field_name_types
Several users have
and experienced long
PRB668394 fix_short_table_name_types
upgrades. This is due
sometimes take a to the following fix
long time to run scripts, which can take a
considerable amount of
time to run:
• fix_short_table_name_types.xml
• fix_short_field_name_types.xml

Knowledge Alphabetical sort The fix for this PRB

Management order for category includes the following:
filters on browse
PRB689652 knowledge page 1. Sort order of
categories on
is not working
Knowledge Browse
page is in alphabetical
order
2. Sort order of all the
filters on Search Page
is in alphabetical order
3. Sort order of category
filters on search
page is based on the
breadcrumb hierarchy
starting from the
topmost KB name/
category
4. KB name is appended
to the breadcrumb
from now onwards if
there are multiple KB
filters on search page
Approvals Approvals from ESS users cannot approve 1. Create an approval rule on the
ESS users (non- task-based tables (e.g. change request table that sends
PRB664396 roled) does catalog request, change to a non-roled user (linked to an
not update the request) via inbound emails email you can access).
'Approval for' or in-application.
task's approval 2. Request a change that satisfies
field that criteria.
3. Approve the request from the
email.
Observe that the approval record

switches to approved, but the
approval for change request remains
requested.

Persistence Field with type If a glide.list field created

'List' transferred on one instance is
PRB645057 via Update transferred via Update Set
Set may not to another instance, its
be glomming sys_storage_alias record is
properly (its not pointing to the correct
storage_alias is database field. Instead of
not pointing to pointing to a 'medium' text
a mediumtext field it will be pointing to
database field) a 'varchar' field. This field
now allows only one sys_id
to be stored, therefore
adding multiple items to the
list is not possible.
Domain Geneva domain After upgrading from Fuji 1. Log in to a demo Geneva
Support reference picker to Geneva, the domain instance as administrator.
does not sort reference picker no longer
PRB671435 domain names sorts domain names 2. Navigate to System Definition
> Plugins.
KB0584130 alphabetically alphabetically.
3. Activate the Domain Support -
Domain Extensions Installer
plugin and wait for completion.
4. Once the homepage is
refreshed, click the gear icon in
the upper right of the screen.
Expand the domain picker and

observe that the domain names are
not sorted.
Email When using

custom
PRB611603 watermark
prefixes, inbound
email actions
do not identify a
valid watermark
as a reply
User Reference pop- Holding the shift key when 1. In the affected instance, hover
Interface up does not hovering your mouse over mouse over a reference icon
(UI) always have the a reference icon keeps until pop-up window appears.
'X' icon to close the pop-up window open
PRB636708 the window if the mouse is moved. 2. Hold shift, and move the mouse
Sometimes, the window will icon to keep the pop-up window
KB0551664
not have the 'X' in the top open.
right to close the window.
The issue seems to occur Occasionally, you will see that the
randomly. pop-up window does not have the 'X'
in the upper right corner to close the
window.

System Scoped apps If the app dependencies list

Applications can have a contains "Global" when the
dependency of application is Published,
PRB664108 'Global', which then the subsequent install
causes errors of the app will encounter an
that abort app error such as the following:
installation "Aborting upgrade of
application: <Application
Name>, application
depends on plugins which
are not available on this
instance: global"
Server Side Instances When compiled to Java Refer to the listed Known Error KB
Scripting that compile classes instead of being article for details.
thousands of interpretatively executed,
PRB680182 short JavaScript very short JavaScript
KB0597401 expressions may expressions create larger
experience out of Java class files in Helsinki
memory issues due to an upgrade to
after upgrading to the JavaScript compiler.
Helsinki Instances that compile very
large numbers of very short
JavaScript expressions to
Java classes rather than
interpreting them may
experience out of memory
(OOM) issues after
upgrading to Helsinki as a
result. For example, filter
expressions can cause
a large number of short
JavaScript expressions to
be compiled.
UI Policy/Currency and Refer to the listed Known Error KB
Client option field label article for details.
Script hint display
"Security does
PRB649124
not permit writing
KB0595450 to this field" when
made read-only
Security Database view Fields on database views Refer to the listed Known Error KB
Access requires ACL to do not pass ACL checks. article for details.
Control view fields from You must create new ACLs
Lists underlying table for the database view to
expose the fields.
PRB634759
KB0597831

Knowledge Vertical scroll bar This issue also occurs Refer to the listed Known Error KB
Management is not enabled for when navigating to /ess/ article for details.
$knowledge.do knowledge_splash.do.
PRB660783 inside iframe in
KB0596412 ESS portal
User Using Using current.variable in Refer to the listed Known Error KB

Interface current.variable an advanced reference article for details.
(UI) in an advanced qualifier causes the list to
reference go blank when navigating
PRB656099 qualifier causes to the next page of the
KB0564189 the list to results.
malfunction after
popup first loads
FoundationThe upgrade The group type

from Fuji to (1cb8ab9bff500200158bffffffffff62)
PRB668046 Geneva Patch 4 is
does not create sys_user_group_type.name
the group type = "itil". This group type is
'itil' new to Geneva. Geneva
version has this group type
and a script to update all
the null group types with
itil. The upgrade missed
the itil group type record
but ran the script to update
the null values. During the
Geneva upgrade, the fix
script ran and updated the
sys_user_group records
where type = null with itil
type sys_id. The itil type
record was not loaded
into the instance. Due to
this, the sys_user_group is
showing the sys_id value
instead of "itil".

Tables andForm Designer In a Fuji instance:

Dictionarycreates child
sys_choice 1. Open an incident form and
PRB628659 records even right-click > Configure Form
if they are not Designer.
changed 2. Move a random field on the form
(e.g. move comments above
worknotes).
3. Click Save.
4. Close the window.
5. Navigate to sys_update_xml.list.
Note that 6 records created in

sys_update_xml for fields that were
not changed in the form designer
(e.g. sys_choice for urgency,priority
and contact_type and impact).
Following these same steps on an
earlier release only results in one
record in sys_update_xml for form
layout.

User Selecting multiple When multiple records 1. Navigate to sys_properties.list.

Interface records on a list are selected from the
view updates same column on a list 2. Create the property
(UI)
unselected rows view, not all selected glide.ui.list.detail_row and
PRB666912 as well (List v2 records are updated, and set it to true. By default, it
only) other random records are applies the detail_row to
updated. For example, short_description on the task
selecting 4 records via table and related tables.
the 'Category' field on the 3. Choose a different table that
task table and then editing is not affected. (NOTE: Make
via list view also updates sure this is NOT configured
other records that were as a Detail Row. This issue as
not selected to begin with. reported only happens if Detail
This only seems to occur Rows are not configured on the
when the system property table you are editing.)
'glide.ui.list.detail_row' is
set to true, and when you 4. Select multiple records from the
are editing a table (via list list column (the list column must
view) that is unaffected be editable).
by that property. This
seems to be somewhat Notice that not all records selected
related to previously are changed, and for every one that
fixed PRB634893 and did not update, another unselected
PRB647724, but the record seems to update instead.
opposite in that the tables
There is also another related
affected here are the ones
issue here where selecting an
which are not influenced by
EVEN amount of records shows
this property.
that an ODD number of records
(usually X+1) will be updated.
For example, selecting 4 records
prompts the user that '5 rows will
be updated.' However, selecting
5 records prompts correctly for '5
rows will be updated.' This also
only occurs on tables unaffected by
glide.ui.list.detail_row being set to
true.
Performance Canvas-based After upgrading, creating a 1. Upgrade a Geneva instance to

Analytics dashboards show Canvas-based dashboard Helsinki.
up blank results in a blank page.
PRB681077 2. Make sure the Canvas plugin is
active.
3. Create a new dashboard with a
Canvas on it.
4. Make sure the Template Bar is
available in the platform.
The entire Canvas iframe is hidden.

Email Unprocessed When an email is received Refer to the listed Known Error KB
email remains in that is not processed by article for details.
PRB579589 Inbox with state any inbound actions due to
KB0523337 of "Ready" conditions, the email record
stays in the Inbox with a
State of "Ready" and a
receive type of "Received."
This can cause confusion
when looking at the inbox,
as it is mostly meant for
looking at the currently
unprocessed emails.
Persistence Table Cleaner job • The Table Cleaner job

runs longer than might periodically run
PRB646685 expected and
much longer than its
runs periodically normal duration.
for some tables • Performance
degradation across an
instance might occur
due to DB connections
running for excessive
amounts of time. To see
slow DB connections,
access the System
Diagnostics homepage.
There is a gauge on
that page that shows
your current active
Database operations.
Error messages may

include:
•
SYSTEM Pool:
glide: Database
connection
obtained on
retry 15
•
WARNING ***
WARNING ***
GlideServlet:Waited
on HTTP Session
synch for:
6202ms

Database Table Cleaner on Slow DELETES occur 1. Observe Replication Lag is

Indexes v_rrd_slow_script, against v_rrd_slow_script, beyond the operations threshold.
v_rrd_slow_transaction,
v_rrd_slow_transaction,
PRB703001 and and v_rrd_slow_query 2. Observe the DELETE
v_rrd_slow_query from Table Cleaner, even statements on the
causes when there are no rows secondary database are
replication to fall to delete. Deletes against running long against the
behind v_rrd_slow_* tables can tables: v_rrd_slow_script,
run for tens of hours (30-50 v_rrd_slow_transaction, and
hours) even when there are v_rrd_slow_query
no rows to delete, and this 3. Optionally, verify the "Table
causes replication to fall Cleaner" job is running in
behind. stats.do.
Persistence MySQLCancel Due to a bug in the MySQL Refer to the listed Known Error KB
may kill future Server, the kill query <PID> article for details.
PRB662782 query if the statement may kill a future
KB0597336 current one has query on this connection
already finished if the current query has
before the kill already finished before the
statement was kill statement was issued.
issued
Service More information When attempting to use Refer to the listed Known Error KB
Catalog tag on Service HTML in a help_text article for details.
Catalog Variables field on a service catalog
PRB663858 turns HTML into variable, the content
KB0562895 escaped text renders as escaped
text. The HTML tags in
variables 'help text' are
only interpreted when the
system property named
glide.ui.escape_text is set
to false.
System Upgrade Due to a StackOverflow Refer to the listed Known Error KB

Applications to Helsinki error, users may article for details.
failed due to experience a blank
PRB679780 stackoverflow web page under certain
KB0596122 error when conditions. The error is
checking roles present whenever a user
is linked to a role that is
part of a "cycle." The user
is linked if the role was
added or the user has
membership in a group that
has the role.

Knowledge Make Fuji Legacy kb_home UI page Refer to the listed Known Error KB
Management Knowledge used prior to Fuji could article for details.
v3 angular be customized; however,
PRB635941 templates Fuji's Knowledge v3,
KB0552225 available in which now uses angular
platform and $knowledge.do and
editable knowledge_home_launcher,
is no longer editable nor
customizable.
Knowledge Knowledge In Geneva, Knowledge

Management search results search results are limited
are limited to the to the user's preferred
PRB673962 user's preferred
language. This does
language not offer an option for
customers to search
articles in all languages. In
a multilingual environment,
where users may speak
more than one language
and articles may be written
in English or any other
language, it is not a desired
and expected behavior to
force searches to filter by
language.
Geneva introduced
a dependency where
I18N: Internationalization
requires the I18N:
Knowledge Management
Internationalization Plugin,
which does not leave
an option for customers
decide to whether or not to
localize or the Knowledge
Base. However, this is
not stated in product
documentation.
To allow users to search
all articles in all languages,
there should be an 'All'
option in the language
picker and an option to
force that as the default.

Surveys 'Take Survey' If a notification email is Refer to the listed Known Error KB
link in notification sent using Survey trigger article for details.
PRB682066 email for public conditions, accessing the
KB0597506 survey throws Take Survey link as a
unauthorized Guest user throws the error
error "You are not authorized
to take this survey" even
though the survey is public.
Unified Add Helsinki UCF is deprecating their

Compliance support for the former API, and UCF
Framework new UCF API support for the new API
(UCF) with REST API needs to be added to
and OAuth Helsinki. The old UCF
PRB715856
related plugins should be
replaced with the new UCF
plugin.
For UCF upgrade
information, refer to Policy
and Compliance UCF
upgrade instructions on
page 36.
For other details, refer to
the following topics:
• Manage the Unified
Compliance Framework
(UCF) with Policy
and Compliance
Management
• Configure the UCF
integration
• Staging tables and
transform maps for UCF
download customization
• Download a UCF
shared list

Service Reference Reference qualifiers fail In a Helsinki instance:

Portal qualifiers can fail on Service Portal for
on Service Portal sc_cat_item variables. 1. Open a sc_cat_item record (e.g.
PRB706632 Apple iPad 3).
2. Create a new variable for the
item on type List Collector.
3. Go to the Type Specification
section.
4. Configure the item_option_new
form so that the 'Reference',
'Use reference qualifier'
'Reference qual condition',
and 'Reference qual' fields are
displayed.
You can now configure a simple
List Collector variable for the
item.
5. Use any table to test (e.g.
Incident).
6. Open the Apple iPad 3 in the
UI. Notice that the reference
qualifier on the item is enforced.
7. Open the same item on the
Service Portal.
Notice that the reference qualifier is

not enforced.
Email Emails render When a user is logged into 1. Select a domain other than
with Global a domain other than the Global.
PRB606205 domain display Global domain and views
values for choice an incident record, the 2. Update an incident that fires a
list labels user can select another notification.
domain from the domain
picker. However, any email The notification contains information
notifications that are sent based on the Global domain, not the
based on changes to the user-selected domain.
same incident reflect the
choice list values that use
the Global domain, not the
user-selected domain.
MID Server NullPointerException

Using the JDBCProbe and Refer to the listed Known Error KB
when JDBC GigDBUtil script include to article for details.
PRB689004 connection create an XML to get/send
KB0597413 string embeds data to an Oracle Database
username/ works as expected in Fuji,
password directly but in Helsinki it causes an
in connection error.
string

Financial Allocation Engine For some users, the ITFM

Management is generating Allocation Engine and its
lines very slowly jobs run for a long time.
PRB742326
For example, the Allocating
Expenses job took 36
hours for a user. The long
job duration occurred
because millions of
allocation lines were being
generated for the user, and
inserting the millions of
lines took a long time.
The ITFM product
documentation was
updated with details on this
PRB fix, which provides
the ability to generate
allocation lines as needed.
• Create a cost model
with the Cost Model
form
Under Financial
Model form fields, see
Choose Segments
for GL Expense Lines
for details on this new
field that allows you
to choose segments
to generate the GL
expense lines in the
itfm_allocation table.
• Create breakdown
relationship
After creating a cost
model, define a
breakdown relationship
between required
segments to view
cost lines generated
between the segments.
• Generate controlled
cost lines
After creating a
breakdown relationship,
generate controlled cost
lines. Before Helsinki
Patch 9 and in Istanbul,
cost lines generated in
itfm_allocation_aggregates
were a multi-model
data enabling you to
view cost split in any
segment combination,
which did not assist in © 2018 ServiceNow. All rights reserved. 398
performance or save
the database space.
Platform snc_internal role An issue is experienced 1. Activate com.glide.explicit_roles

Security installed with the where the snc_internal role plugin
"Explicit" plugin is installed with a non-OOB
PRB712210 (com.glide.explicit_roles)
sys_id upon installing the 2. Run zboot_wipe_instance.js
is installing with com.glide.explicit_roles 3. Go to sys_user_role, notice that
a randomly plugin (as part of another snc_internal role gets created
generated sys_id plugin - CSM). with a different sys_id and empty
instead of the description
OOB intended
sys_id
Workflow In workflow In a workflow, add a create 1. Create a new workflow on the

Create Task task activity. Change the task table or a table extended
PRB681699 activity, when you Populate task variables from the task table.
select "Value" from Values. A Set Value
for the Populate is supposed to be shown, 2. Add a create task activity.
task variables then the field and value 3. Change the Populate task
from, you are not parameters, but users variables from Values.
allowed to set do not see anything and
any values are unable to use the set
values from values option. Note there is no space to set values.
Discovery Duplicate
'discovery.phase.complete'
PRB661411 events can
sometimes
be triggered,
which can cause
duplicate 'Run
after' Discovery
Schedules to be
triggered
Lists 'Time Ago' option When the date format is Refer to the listed Known Error KB
is not displayed changed, the 'Time Ago' article for details.
PRB679551 correctly in List date/time option does not
KB0597770 v3 display correctly in List v3.

Chat Connect Chat queue entry data 1. Activate the Chat plugin.
Support - Chat is generated in a way
PRB668543 2. Activate the Connect Support
Queue Entry: that seems strange
Unexpected to administrators and plugin.
results for makes reporting difficult. 3. Open two distinct browser
aggregate data Specifically, the wait time sessions, one impersonating
(wait time and appears to be updated to Joe Employee, the other
action) make match the total duration impersonating Fred Luddy.
reporting and when the session is
tracking difficult/ closed, and the action is 4. As Joe, navigate to this URL and
impossible set to abandoned when start a chat: $chat_support.do?
complete. However, queueID=c54f0abf0a0a0b452db84664f409c7
this does not align with 5. As Fred, accept the chat, then:
customer expectations.
• Bring up the chat queue for
Additionally, in Helsinki, it
Service Desk chat.
does not appear that there
is a way for a user to END • Find the Chat Queue Entry
a chat - that responsibility for the chat you just created
appears to be available in the related list.
only to the Support Agent. • Note the wait time and
action. The wait time should
reflect the amount of time
that the user waited for the
chat to be accepted, and
the action should reflect
'accepted'. These values
make sense.
• Send a few replies to the
chat.
6. As Joe, send a few replies to the

chat, then:
• Realize that you no longer
need assistance and attempt
to close the chat. You
cannot.
• Send a message to Fred
indicating that you are good
to go.
7. As Fred, end the chat, then:

• Navigate back to the chat
queue entry for the chat.
• Note that the wait time
matches the duration
and that its status is
'abandoned'.
Summary of issues
• The wait time should not change,
but it seems to reflect the total
duration of the chat instead of
only the wait time.
• The action shows as 'abandoned',
© 2018 ServiceNow.
which seems a bitAll rights reserved.
strange since 400
no one actually abandoned the
CMDB Re-parenting of 1. Provision a Fuji instance.

cmdb_ci to cmdb
PRB661858 during upgrade 2. Navigate to the
to Geneva cmdb_ci.company dictionary
can cause entry. Modify the column to be a
customizations/ List internal_type from the OOB
column data to reference internal_type value,
be lost and add any column attribute to
it.
3. Add multiple values to the
company column on cmdb_ci
for a record.
4. Upgrade to Geneva Patch 3 Hot
Fix 2.
Note the following in the logs during

the upgrade:
2016-02-10 13:09:21 (082)

worker.0 worker.0
HierarchyEditor:
Source field
(cmdb_ci.company)
targeting existing
column on new parent
(cmdb.company)
2016-02-10 13:09:26 (341)
worker.0 worker.0
HierarchyEditor:
Queueing overridden/
duplicated
element for removal:
cmdb_ci.company{@cmdb_ci.company}
2016-02-10 13:10:25 (942)
worker.0 worker.0
HierarchyEditor:
Removing dictionary
entry for:
cmdb_ci.company
The result is that the column will be

in an OOB state, and data will be lost
if the column contains values that are
not compatible with the OOB type.
For example, when the column was
reverted back to a reference from the
customized list type, it lost all values
added except for one.

User List v2 list actions In Firefox:

Interface and Related List
actions do not 1. Log into a fresh instance as
(UI)
render correctly admin.
PRB669771 in Firefox
2. Verify the List v3 plugin is
inactive and the List v2 plugin is
active.
3. Navigate to any list (e.g.
task.list).
4. Scroll to the bottom and click the
list action dropdown.
Note all list actions are rendered

in a row. This issue also occurs on
related list actions.
User When using 1. Ensure that the List v3 plugin

Interface List v3, the (com.glide.ui.list_v3) is activated
(UI) iFrame does not in the instance.
resize correctly
PRB697039 for content 2. Navigate to the ess/
incident_status.do page.
KB0597526 pages with list of
records For example, https://
[instance_name].service-
now.com/ess/incident_status.do.
Platform Non-admin users System ACLs are not being 1. Go to a Fuji instance where the
Security have no visibility applied properly to a list Knowledge Base is still v2.
into kb_feedback with fields in kb_feedback
PRB633025 fields that are referenced from 2. Go to kb_knowledge and
referenced from kb_knowledge. Users navigate to an article in the
kb_knowledge, without the admin role do Knowledge KB.
such as the not have read privileges for 3. View the article and submit a
"article" field these fields. comment.
4. Impersonate a user with the
Knowledge role (e.g. Charlie
Whitherspoon).
5. Go to kb_feedback.
Note that the Short Description

[along with any field dot-walked
through the article (kb_knowledge)]
will fail read access.

Persistence Instance with an In the RecordWatcher Refer to the listed Known Error KB
LDAP listener statsListener on Geneva article for details.
PRB668233 running Geneva Patch 7, instances that
KB0596779 P7 runs out use an LDAP listener to
of memory sync users or groups risk
and becomes running out of memory
unavailable during the transformation of
imported LDAP records.
User Safari 10.0.1 When a user logs into their 1. Set user agent string to:
Interface redirects users to Fuji, Geneva and Helsinki "Mozilla/5.0 (Macintosh;
(UI) UI11 instances from Safari Intel Mac OS X 10_12_1)
version 10.0.1, they are AppleWebKit/602.2.7 (KHTML,
PRB713397 redirected to UI11 instead like Gecko) Version/10.0.1
of UI16. Safari/602.2.7".
2. Log in to the instance.
UI11 appears.
Service Help Tag on The Help Tag on Service 1. Log into Fuji Patch 7 or Fuji
Catalog Service Catalog Catalog variables does Patch 7 HF3.
Variables turns not honor basic HTML
PRB645993 symbols into tags. It turns symbols into 2. Verify glide.ui.escape_text =
true.
KB0552819 escaped text escaped text and also
shows blacklisted tags and 3. Go to Service Catalog >
attributes. Catalog Definitions > Maintain
Item > Password Reset.
4. Add new variable:
• Type: Yes / No
• Question: This is a test
• Name: atest
• Show Help: true
• Help Tag: This is a single
quote '
• Help Text: Test this too & ' "
5. Click Save.
6. Click Try It.
7. Click on the variable.
The Help Tag does not show the

quote, but it does show escaped text.

Service Show Help and In a Helsinki instance:

Portal Tooltip are not
1. Open any catalog item and
showing up on
PRB689022 the Service Portal create a variable.
2. Add a Tooltip for the variable in
the Questions tab.
3. Check the Show Help checkbox
and add help text.
4. Click Try it to run the catalog
item. Observe the Tooltip and
More help are displayed.
5. Open the same catalog item on
the Service Portal. Observe the
Tooltip and More Help are not
displayed.
Reporting Using 'Export to Export from a Form that contains a

PDF' for a form field of type 'Translated HTML' with
PRB675508 that contains an empty value on that field.
empty Translated
HTML field will
provoke an
Exception
User Time Worked The Time Worked timer 1. Navigate to Incident > Create
Interface timer is slow and appears to be slow. When New.
(UI) inaccurate compared to an external
clock or stopwatch, the 2. Right-click on the header and
PRB588596 timer falls behind more and select Personalize Form
more over time. Browser Layout.
KB0528927
activity appears to further 3. Move Time Worked from
slow it down. Available to Selected.
4. Click Save.
5. Open the Incident form while
starting an external stopwatch.
6. Move away from the tab on
which the form is open and wait
for about 30 to 60 seconds.
7. Return to the tab from step 5.
When you return to the tab on which

the timer is running, your stopwatch
and the Time Worked field on the
Incident form should have a gap
between their values. The Time
Worked field runs slower than the
stopwatch.

Persistence Attempting to When the user tries to

delete the sys_id remove the sys_id column
PRB636843 column removes from the task table through
primary key the UI or an update set,
reference and the column itself is never
index from the removed. However, the
column, which primary key reference and
causes instance index from the column
performance is removed in the actual
degradation table, causing inefficient
queries against the table
and instance performance
degradations or outages.
User iframe does not Forms in iframes on 1. Navigate to ess/

Interface resize correctly content pages do not incident_status.do.
(UI) for content pages resize correctly. Widgets
showing forms can be set to a specific size 2. Click on the incident from list.
PRB659771 with Activity larger than what the iframe
Streams should show, but the iframe Expected behavior: iframe should
does not resize to fill. expand to full length and display
information down the page.
Actual behavior: iframe cuts off, and
the user is required to scroll down.
User On UI16, If a logged-in user is not This issue occurs on UI16 when non-
Interface separators on the configured with the admin admin users attempt to use the left
(UI) left navigation role and you are using navigation pane.
pane do not open UI16 in your active session,
PRB687017 or close the separators used to
organize the left navigation
pane might not open or
close.
Forms Form 1. Template bar is loading when
performance is it should not (as opposed to
PRB675038
slower in Geneva template bar just loading slowly,
due to form which is a different PRB)
presence, form
live updates, 2. Activity stream load time when
activity stream there are lots of entries (> 20),
and template bar including when it freezes the
screen
3. Form does lots of loading before
the activity stream even starts to
load

Project Latency issue Updating/creating/linking a In a Geneva instance:

Management with updating/ project task within a project
1. Create a project.
creating/linking and/or parent project task
PRB673178
project tasks in can result in latency issues 2. Create many project tasks
a project with when the project has many for the project. Make some
several layers of tasks in its hierarchy. of those tasks dependent
children tasks upon other tasks (parent:child
relationships), with multiple
children tasks for several parent
tasks, etc.
3. Go into one of the child projects
task and try to update it (e.g.
change state from WIP to
Closed).
This can take 15 seconds to several

minutes.
Service Excessive When creating a subpath

Mapping memory usage for network or storage,
the current code uses an
PRB665551 API that generates a new
GUID every time, leading
to churn in the Blob store.
User ACL preventing The sys_attachment read In a Geneva Patch 1 instance as any
Interface user guide ACL is preventing images non-admin user:
(UI) images from from rendering when a
rendering for non-admin user views the 1. Open the User Guide.
PRB659008
non-admin users OOB User Guide. 2. Click on any document link. Note
that images do not render but
appear as broken.
3. Switch user to admin and repeat
steps. Note all images render as
expected.
Filters UI issues on In IE / Windows, there are In List v3:

filter's field UI issues on the filter's
PRB687999 selection for field selection. Specifically, 1. Navigate to incident.list.
List v3 on IE / there is a filter dropdown 2. Create a filter for caller.
Windows Edge in IE11 when using List v3.
browser The chevron arrows to drill
down are not aligned with Note the arrows do not align with the
the field options. fields.

JS/HTML Word wrapping When entering text into 1. Create a new Knowledge Base
Editor in TinyMCE splits the TinyMCE editor, words article (or presumably any
words between typed at the end of the line record that uses the TinyMCE
PRB645716 two lines will get split between that editor).
line and the subsequent
line. This happens to 2. Start typing sentences until the
pasted text as well. text spans multiple lines.
Note how words at the end of each

line are often split across two lines.
Reporting Modifying Group users can be Refer to the listed Known Error KB
sys_report write restricted from modifying article for details.
PRB650638 ACL to return group reports that they did
KB0553575 "false" results not create. To implement
in 'The element this, the write ACL for the
type "td" must be sys_report table is modified
terminated by the with the appropriate logic.
matching end-tag When a group user tries
"</td>"' to save a group report
created by another group
user, no "user" version
of the report is created,
but the following error
message is displayed: The
element type "td" must be
terminated by the matching
end-tag "</td>".
Security OOB ACL A JavaScript evaluation 1. Go to /sys_attachment_list.do.

triggers error is printed in the log
PRB649240 JavaScript when accessing specific 2. Try to filter where, for example,
evaluation error sys_attachment records table_name='ZZ_YYsc_cat_item'.
when some because of incorrect/non-
items in the existent table name value Expected behavior: The user sees all
sys_attachment recorded in the table_name the sys_attachment records where
table are listed column of the table. This table_name is ZZ_YYsc_cat_item.
or read (where makes the ACL to return
table_name false, and thus the records Actual behavior: This error appears
starts with will not list. in the logs: "Number of rows
ZZ_YY) removed from this list by Security
constraints."
Platform Inactive/old When application nodes

Performance nodes are not are moved to different
being cleaned app servers or a set of
PRB632278 up automatically app nodes is recycled,
from jRobin they still show up in CI list
graph sets for different jRobin graph
sets in the 'ServiceNow
Performance' homepage.
These stale records need
to be cleaned up as part of
jRobin refresh.

Domain Popup list view Popup list view from 1. Install domain separation MSP
Support is not honoring reference fields is not plugin
domain honoring domain.
PRB606996 2. Activate the domain_select UI
macro
3. Set yourself in MSP domain
4. Open any incident, click on the
lookup icon for the company
reference field
5. Personalize the list and add any
column
6. Set yourself in MSP Technicians
domain
7. Open any incident and click
on the lookup icon from the
company reference field
It created a new sys_popup view

with just one column for the current
domain instead of using the upper
domain list view.
Service Service Portal Attachments are not

Portal - Knowledge visible on knowledge
Base articles articles. For example,
PRB703601 do not support when opening a knowledge
attachments article in the new Service
Portal interface with
the 'attachment link'
option selected, it ignores
this setting. The article
body is opened without
downloading or showing
any attachments.

User Personalize & On IE11, if you try to 1. From incident.list, Configure >
Interface Configure list change the list layout List layout.
(UI) layout is broken (either through the
on IE11 - slush Configure or Personalize 2. Move some field from Available
PRB618792 buckets go options), it results in the to Selected.
blank / empty slush buckets displaying as 3. Using the up/down navigation
empty / blank. arrows, try to bring that field up
in the order.
4. Click on any field in the
Available column again. Notice
all fields in the Selected column
are cleared out.
5. From incident.list, click on the
gear menu to personalize the
list.
Notice that the slush bucket is again

cleared out.
Service A user cannot When users go to a catalog A user cannot use the shopping cart
Portal use the shopping item, they cannot click on on the Service Portal implementation
cart on the the button "Add to Cart". of Service Catalog
PRB698394 Service Portal
KB0622950 implementation of
Service Catalog
Password OOB PW Reset - The password history 1. In Windows, select Switch
Reset AD workflow not policy is enforced even User.
Application
compatible with though the 'Enforce history
Minimum Age policy' flag is disabled on 2. Select the Ctrl+Alt+Del app.
PRB669891
requirement in the credential store. 3. Select the pictures in the
AD. reCaptcha, then click Next.
The generated random text cannot

be copied (Ctrl+C) or right-clicked
(no context menu). Only the 'Cancel'
button is available.
User In Geneva UI15 In Geneva UI15 & UI16,
Interface & UI16, the form form freezes in IE9 if there
(UI) freezes in IE9 are a large number of
templates available for the
PRB658590
form.
Service Service Portal Cascading variables was

Portal - Order Guide a feature of previous
variables do not versions of ServiceNow
PRB686448 cascade that is highly utilized
with order guides. Users
utilizing order guides, who
more than likely will also be
using cascading variables,
would be affected by this.

Data Strict comparison The strict comparison Strict comparison used in the
Certification used in the in the Certification Task business rule in the plugin causes
business rule in Values business role within unexpected behavior in task records
PRB645482 the plugin causes com.snc.certification_v2
unexpected has caused issues of task
behavior in task records not closing or
records behaving as expected.
Knowledge Knowledge Knowledge Categories 1. Navigate to kb_category.list.

Management Category Picker with an ampersand (&)
throws error in the label cause an 2. Modify the demo category
PRB668485 when ampersand error when using the Applications to Software &
(&) is in Category KB Category Picker Applications (this should be a
name when (kb_categories_dialog) in a part of the IT Knowledge Base if
glide.ui.escape_textKnowledge form to select a demo data is loaded).
= false category: 3. Navigate to sys_properties.list.
The entity name 4. Set glide.ui.escape_text to false.

must immediately 5. Open or create a Knowledge
follow the '&' article (kb_knowledge.list).
in the entity
reference. 6. Set the Knowledge Base to IT.
7. Click the Reference icon
next to Category to launch
the Category Picker UI page
(kb_categories_dialog).
Note the following error:
The entity name must

immediately follow
the '&' in the entity
reference.
Service Branding editor 1. Disable the default portal.

Portal does not load
without a default 2. Go to the branding editor.
PRB676622
portal specified 3. Note the UI is unusable.

Service SCStaleCacheListener.java
SCStaleCacheListener Refer to the listed Known Error KB
Catalog causes listens to inserts/udpates/ article for details.
sys_cache_flush deletes on the following
PRB668555
table to bloat, tables:
KB0584845 stalling upgrades
• sys_user
• sys_user_role
• sys_user_has_role
SCStaleCacheListener
affects
user_items_cache and
user_categories_cache
for every domain in
the system, causing
sys_cache_flush to have
millions of records and
stalling upgrades.
User Tooltips do not Tooltips do not function on Using IE11:

Interface function on timelines with IE11 on Fuji.
timelines 1. Navigate to Change > Change
(UI)
Schedules.
PRB635803
2. Hover over an endpoint.
Note there is no tooltip.

Service Variables section Variables section is cut off 1. Log in to a local instance as an
Catalog is cut off on on request Item page, and admin.
request Item the HTML text field is not
PRB668537 page and HTML shown if the item has an 2. Navigate to Service Catalog >
KB0596387 text field does not HTML type variable.
display Items.
3. Create a new item, right-click in
the header to choose Configure
> Form Layout, and add some
variables of different types (for
example, Multiple choice, Check
box, and so on).
4. Add a variable of type HTML
and click Save.
5. Order the item, and access
the Request Number on Order
Status page.
6. Click the Request Item number
and verify the variables section.
7. For additional testing, try the
following scenario:
a. Open the Request Item
page and open the request
using TryIt page.
b. Right-click in the header
and choose Configure >
Form Layout.
c. In the slushbucket, move
the VI editor from the
selected to the available list
and and from the available
to the selected list. Note
the result each time when
you change the VI editor
position.
The variable section is cut off, and

the HTML variable name appears but
not the related text field.

Project A "24x7" Once the planned end date 1. Create a "24x7" schedule.
Management schedule for is changed, it results in
projects result an unexpected calculated 2. Schedule entries for it:
PRB668519
in unexpected planned duration. Likewise, • When: check the All day
planned duration a change in planned checkbox
and planned end duration results in an • Repeats: Daily
date behavior unexpected calculated
• Repeat every: 1 Day
planned end date.
• Repeat until: blank
3. Create a new Project record.

4. Set the daily schedule as 24x7
(repeats daily all day).
5. Change the Planned end date.
6. Go through it day by day.
Note it works as expected
until it hits a weekend, and the
planned duration changes to an
unexpected value.
7. Reset the planned duration back
to 00 00:00:00.
8. Change the planned duration to
a value such as 07 00:00:00.
Observe the planned end date is

now an unexpected value as well.
For example, if the planned start is
04/04, the planned end should be
04/11, but it is something like 05/23
instead.

Orchestration An error occurs When a user attempts to 1. Navigate to the wf_activity list
in the wf_activity update a workflow activity view.
PRB704680 table when record in the wf_activity
2. Open any workflow activity.
KB0597510 the "Activity table in a view of the form
Encrypted Input" that does not contain the 3. Change view to Sys_popup.
field is not on the "Activity Encrypted Input"
form field, the following error 4. Try to update some aspect of
occurs: the activity.
onSubmit Note the error at the top of the form.

script error:
ReferenceError:
EncryptedVariable
is not defined:
function
onSubmit() {
var
encryptedVariable
= new
EncryptedVariable($j);
return
encryptedVariable.submitEncryptedInputs();
}
Knowledge Knowledge KB article number is

Management article number missing in the Knowledge
is missing in search results page.
PRB634236 Knowledge
search results
User Fuji: Broken In Fuji using IE9, a red In a Fuji instance with UI15:
Interface image icon (red X (broken image) icon
1. Open an IE9 browser.
(UI) X) displays in appears next to the Image
Knowledge Base Search magnifying glass 2. Edit an existing Knowledge
PRB628925
articles in UI15 in Knowledge form. This article or create a new one.
with IE9 issue does not occur in
Chrome, Firefox, or IE10 Note that a Red X (or broken image
and later.
icon) appears between the Image
label and magnifying glass icon for
adding a KB icon.
User Initials are 1. Use a user with name

Interface incorrect when "Thomas James
(UI) emails are in (thomas.james@example.com)".
parentheses
PRB678019 2. View the avatar.
Instead of displaying as TJ, it

displays TC.

Knowledge File parsing error In a Geneva instance as an admin or

Management when trying to user with elevated privileges:
import Word
PRB666185 1. Navigate to Self-Service >
document into
Knowledge > Import.
Knowledge
2. Select a Word document and
attach it.
3. In the Import window, select the
Knowledge Knowledge base
and click Import.
Instead of a new KB being created,

the import results in errors such as
the following:
File parsing error:

com.snc.knowledge3.
knowledge_import.KnowledgeImportExce
User When two users 1. Open the same record with a

Interface edit the same timer variable as two different
(UI) record where users at the same time.
a timer field is
PRB675382 used, the timer 2. Edit the record as the first user.
field changes to Note that for the second user,
NaN. the timer briefly shows NaN in
the three timer fields.
3. Make an edit as the second
user.
NaN will appear for the first user.
Forms Cannot Users cannot personalize Refer to the listed Known Error KB
personalize fields showing in the article for details.
PRB647311 fields showing in activity stream.
KB0564078 activity stream

Persistence GroupBy on • Aggregate queries run Refer to the listed Known Error KB
double dot- in Oracle with aliases article for details.
PRB718448 walked fields do
(when field names are >
KB0598302 not work correctly 30 characters) return no
data.
• Joins on aggregate
queries using dot
walk when the path
(caller_id.department.business_unit)
is longer than 32
characters returns
empty strings for the
name of the group fields
in any database.
The fix for this PRB reverts

PRB635272.
UI Policy/No radio button is glide.css.theme.ui16 In a Helsinki instance:

Client selected from the does not show up from
Theme Section the User Preferences 1. Navigate to the User Preference
Script
(Theme section) when set list (filtered by name =
PRB696834 as System Preference. glide.css.theme.ui16). If not
already present, create the
glide.css.theme.ui16 System
Preference and set the value as
the sys_id of one of the active UI
themes.
2. Impersonate any user that does
not have the User Preference
set at the user level (i.e. the
User column from the User
Preference list).
3. Once impersonated, access
the Theme section of the User
Preference popup (cog icon in
the top-right corner of the page).
No theme is actually shown as

selected.

Performance Data collection Data collection takes 1. Run data collection in a domain-
Analytics does not collect too long and does not separated environment.
Application all scores collect all scores properly
properly in in a domain separated 2. View a dashboard that displays
PRB712405 a domain- instance. Scores are stored scores from a sub domain.
separated in the GLOBAL domain 3. Note the scores for sub domains
instance instead of the correct sub- do not appear.
domain.
4. View the scores for the global
domain.
5. Note the scores from the sub
domains appear.
Discovery If a VMware 1. Discover a VMware machine.

machine is
PRB709467 discovered 2. Discover the vCenter that
before contains this VMware host.
discovering 3. Discover the VMware machine
the vCenter, again.
the 'Virtualized
by::Virtualizes' 4. Check the cmdb_rel_ci table.
relationship
between the host Users expect a Virtualized
and the ESX by::Virtualizes relationship from the
server is not VMware host to the ESX server in
created the vCenter. However, it is not there.
All Other Fixes
To view a list of all other PRBs fixed in Istanbul, refer to All other Istanbul fixes on page 417.
Other Istanbul information
Changes to plugins in the Istanbul release on page 573 lists new plugins in the Istanbul release and
existing plugins that were deprecated, renamed, or changed in some way.
All other Istanbul fixes

The Istanbul release contains fixes to these problems.
Istanbul was released on November 28, 2016. Build date: 11-18-2016_1553

Build tag: glide-
istanbul-09-23-2016__patch0-10-05-2016

All other Istanbul fixes
Problem category Number Short description
Approvals PRB665698 Duplicate approve and

reject options are seen while
approving change request
Apps - ITIL PRB671214 Task-Outage entry does not
check permissions for non-ITIL
user
Archiving PRB675778 Archival rule not working on
hr_case table.
Archiving PRB657362 Reference field loses reference
if the referenced record is
archived
Assessment PRB642039 Question Choice table contains
records without a class
name [sys_class_name]
when upgrading to Fuji with
Assessment Components
[com.snc.assessment] plugin
activated
Assessment PRB652988 Assessment state shows value
instead of display value on 'My
Assessment and Surveys' page
Assessment PRB692495 An invalid query causes
Assessment Category
Results not to be generated,
if the system property
"glide.invalid_query.returns_no_rows"
is set to true
Assessment PRB671508 Users with assessment_admin
role are unable to save quizzes
in Quiz Designer
Assessment PRB667324 Word wrap for Risk Assessment
options splits text into two lines
Asset Management PRB677286 Modifying form sections in
one Product Model (i.e.,
cmdb_software_product_model)
also affects other the form
sections of other models
Asset Management PRB686171 Oracle/IBM License Process
Pack missing the English
choice list values for Count By
field

Asset Management PRB653476 Clicking form sections on

the form layout screen for
alm_hardware, can cause the
sections for alm_asset to be
loaded.
Asset Management PRB652102 Software Counter Summary
for 'not allocated' is set to zero
for unrelated counters when a
counter is updated with either
the UI action 'Count Licenses'
or after the daily job 'SAM
License Counters'
Asynchronous Message Bus PRB709179 'Uncaught ReferenceError:
amb is not defined' from
initAngularForm function in
public pages causes client
scripts to not be executed
Authentication PRB647573 side_door.do redirects to
an SSO login page when
view_content page is set to
"false" in sys_public
Authentication PRB666851 MultiSSO_DigestToken OOB
does not work when other field
that user_name is used for
authentication.
Authentication PRB667582 Login events need to be
removed
Authentication PRB652845 Description of Multi Provider
SSO Plugin install "Integration
- Multiple Provider Single Sign-
On Installer" is incorrect.
Authentication PRB653480 A clone overwrites the Okta
system properties. The Okta
properties that start with
com.snc.sso.okta need to be
preserved.
Authentication PRB655064 Multi-Provider SSO: User does
not exist - IDP's AuthnRequest
is passed as user_name
Authentication PRB673011 GlideAjax loops after a session
times out, which results in a 401
error and the instance is out
of memory due to build up of
sessions
Authentication PRB655015 Multi-SSO CMS logout redirects
back to the instance page
instead of the CMS login page.

Authentication PRB661284 Error using Sign AuthnRequest

with Multi-Provider SSO
Authentication PRB646199 Instance administrators can
create a blank operation in the
sys_security_operation table
and cause their instance to be
inaccessible.
Authentication PRB676035 After upgrading to the Geneva
release, SAML stops working
when a failed logout_redirect
occurs.
Authentication PRB625445 Not possible to set ESS page
with Multi-Provider SSO
Authentication PRB639028 Using the SSO provided by the
Okta plugin, a ServiceNow user
who is Locked Out can still log
in
Authentication PRB669505 401 error message on Mobile
App when connected to a
certain wireless network.
Authentication PRB608740 LDAPUtils script include has
syntax errors
Business Logic Processing PRB676761 Threads can get into an infinite
loop when put()'ing into an
unsynchronized HashMap
Business Logic Processing PRB700676 Issue with
GlideElementPhoneNumber
and updateMultiple
Change Management PRB711543 Portal Preference records
turned some special characters
into their HTML encoded
equivalents.
Change Management PRB674593 Inconsistent behavior in the
'Planned Start/End Date
validation' business rule
between Eureka and Geneva
releases
Change Management PRB706103 After submitting a risk
assessment on a change
request form the user must
refresh the form manually to
see the new record in the Risk
Assessment related list.
Change Management PRB679982 Adding a new change type per
documentation breaks the State
drop-down list behavior on the
Change form

Change Management PRB681373 std_change_record_producer

should be update_synch
disabled.
Change Management PRB664110 Duplicate "New" buttons
Change Management PRB703886 Proposed changes are saving
directly into CMDB instead
remaining as a proposed
change
Change Management PRB704639 Copy Change copies
related lists even though the
com.snc.change_request.copy.related_lists
property is empty
Change Management PRB678036 Standard change catalog -
Equals sign '=' in template
values produces an error
message upon submission.
Change Management PRB704606 "Standard Change Proposal"
workflow is not set up correctly
Change Management PRB668065 Non-admin users receive an
error that a mandatory field
is not filled in on Standard
Change Proposal form even
when the field is populated
Change Management PRB676717 The Copy Change button is not
working as expected for the
"Watch list" field on the Change
Request form
Change Management Risk PRB673217 Check Conflicts UI action
Assessment should not be deactivated if
new Conflicts form section is
added to the Change Form.
This happens on upgrade.
Chat PRB698832 The Chat Queue is only visible
to users with the admin role
Chat PRB700664 The Connect Support 'Escalate
to' action on chat is not working
Chat PRB702095 chat_queue_entry records
are not closed properly
when an end user closes the
conversation
Chat PRB706114 Adding a closed support
session sys_id to URL opens
this conversation upon hard
refresh but does not display it in
a conversation list

Chat PRB696784 Using mentioning (@username)

functionality and doing a refresh
on the page logs the current
user out
Chat PRB686256 In UI15, the Follow button and
'Send Direct Message' will
always open in Connect main
frame
Chat PRB677753 Ignore entries in the
sys_number table when the
prefix is blank
Chat PRB691776 Support chat - Messages from a
user in a lower-level domain will
not appear immediately in the
chat queue
Chat PRB706366 Every time a support session
ends from the end-user's side,
a 500 error is thrown in the
console
Chat PRB682848 Connect requests to users
who are members of multiple
conversations are slow
Chat PRB673197 Unable to submit messages
and write whole sentence
when using IME (Japanese) in
Internet Explorer and on iPad
when using Bluetooth keyboard
Chat PRB673885 Angular AMB client and Vanilla
JS AMB client do not have the
same API
Chat PRB674261 Connect Mini chat does not
render HTML properly (double
quotes issue)
Chat PRB670509 A message with the prefix
"_123STREAMENTRY321_"
is showing up in a Connect
Record conversation
Chat PRB706302 When in a chat and transferring
to another agent, if the
customer ends the chat before
the new agent picks up the
chat, the transfer window stays
open on the agent's screen
Chat PRB665658 Connect Support customer chat
window displays scrollbars in
IE11

Chat PRB665893 When an instance encounters

periods of resource stress
(multiple long running
transactions), the addition of
presence requests can cause
semaphore queue buildup,
resulting in 429 error responses
Chat PRB674127 Customers activating Connect
Support need to move legacy
chat conversations to the
Closed Complete state
Chat PRB649920 Chat actions do not show their
translations in the chat interface
Chat PRB688509 X-UA-Compatible is being
ignored which makes the
browser default to compatibility
with IE7, causing an error in
Connect Chat Support
Chat PRB702347 Chat activity does not record a
conversation if the chat agent or
caller leaves the conversation.
Chat PRB667004 The session timeout interval
does not recalculate in legacy
chat
Chat PRB668020 Need method to specify
Connect actions
[connect_action] order and
display
Chat PRB676456 Toggle Connect Sidebar
displays when the search icon
is clicked
Chat PRB669350 Changing a user's name in
sys_user does not update their
live_profile.
Chat PRB679406 Connect shows "Security
prevents access" warning any
time a conversation request
fails
Chat PRB710455 With the implementation of Hot
Fix 1 for HP3, when the end
user abandons the chat without
an agent accepting, the chat
still shows waiting in the queue
until the agent refreshes.
Chat PRB714551 Initial agent response does not
work

Chat PRB709465 Avatars in List v3 make

popovers that initially appear
offset from the clicked avatar
Chat PRB675171 Setting 'collaboration.frameset'
to false prevents chat windows
from appearing from avatar
interactions
Chat PRB676067 Collaborate Actions: Even
after 'Transfer' to another
queue, 'conversation.table'
record still references previous
chat_queue_entry_record
Chat PRB678868 Connect conversation (in full
view) can cause requests to
flood the default semaphore
queue and cause other
requests to be rejected on the
affected node (429 errors)
Chat PRB702295 Chat schedule is not working
properly.
Chat PRB668209 Connect Support properties
related to 'idle time' should not
be hard-coded
Chat PRB690992 Agents should be able to
add more technicians to their
support conversations
Chat PRB706520 In Connect chat, window shows
up right away but takes a long
time to completely load
Chat PRB709726 chat_queue_entry wait_time is
set to the current date if an end
user abandons a chat
Chat PRB667501 Connect chat does not open
user profile if a user has ( . ) in
their name
Chat PRB689533 In Chat, the idle time
countdown does not stop as
expected
Chat PRB674003 Last support chat locks the
screen and agent cannot close
it
Chat PRB669759 Double quotes in Short
Description breaks the Follow
functionality

Chat PRB661228 UI16: If Language is set to

Hebrew, the Connect sidebar
cannot be closed.
Cloud Management Application PRB712225 Redundant resource-intensive
Resource Optimization
workflows can be started
unintentionally
Cloud Management Application PRB677922 AWS Discovery sensor causing
Type Error.
Cloud Management Application PRB710042 AWS and Azure resources
getting tagged with blank
application
Cloud Management Application PRB679730 Issue with 'Download Azure
Billing Report for Specific
Month' for the month of April
2016
Cloud Management Application PRB686476 Issues with provisioning rules
Cloud Management Application PRB686200 Amazon EBS volumes "Volume
Type" and "Volume Size" are
not populated after it has been
successfully provisioned via
Service Catalog request item
Cloud Management Application PRB686365 The Clone Throttle Queue gets
stuck when a clone completes
the MID server.
Cloud Management Application PRB686469 Modify RG UI action is broken
Cloud Management Application PRB692446 Azure: Need to increase length
of the Virtualization Provider
on the Cloud Mgmt Create
Resource workflow to prevent
errors if the template is huge.
Cloud Management Application PRB695058 'Discover now' for a particular
Discovery schedule (VMware)
is using the wrong MID Server
in Helsinki
Cloud Management Application PRB686327 If cloning encounters an error, it
has no way to recover
Cloud Management Application PRB686320 Clones are failing because the
system cannot find the template
Cloud Management Application PRB653756 AWS billing download does
not work in newer regions (for
example, Frankfurt, Beijing) that
require V4 signature.

Cloud Management Application PRB682972 AWS Cloud provisioning

report appears to misinterpret
the day as the month when
"glide.sys.date_format" is not
YYYY-MM-dd
Cloud Management Application PRB660329 AWS Discovery produces the
warnings, "Method failed: (/)
with code: 403 - Forbidden
username/password combo"
Cloud Management Application PRB711701 Run script activity "Determine
node management variables" is
not working as expected.
Cloud Management Application PRB676295 Missing extension points for
Azure
Cloud Management Application PRB663054 AWS Discovery failing to
discover images in US Regions:
Errors are logged in the
Discovery log
Cloud Management Application PRB703575 AWS::EC2::AvailabilityZone::Name
parameter type in
CloudFormation template
results in validation error
Cloud Management Application PRB706484 VMware Error notification email
is missing a subject line
Cloud Management Application PRB660302 If "Data disc not desired" is set
for a VMware size, an attempt
to provision a VM with that size
fails
CMDB PRB712669 Printer Friendly Version page
of a record that contains the
new CI Relations formatter is
misaligned
CMDB PRB701860 Totals do not add up on CMDB
Dashboard in certain cases
CMDB PRB687008 In the presence of multiple
duplicate records, incorrect
record gets selected as
candidate for matching, leading
to record reclassification.
CMDB PRB702502 [CMDB Dashboard] Error Log
message (getEditLink)
CMDB PRB675503 OOB UI Form section broken in
CMDB table
CMDB PRB675704 'Show CI Timeline' UI action
does not work

CMDB PRB707255 When using the legacy CI

relations tree view, the names
of related items for business
service records are not
processing escape sequences,
such as an ampersand (&). This
displays as &.
CMDB PRB709232 CI relations do not show in the
user form
CMDB PRB666850 Dependency View is not
displaying table records in the
details view if a column in the
list of records contains a field
which is a dot-walked type
CMDB PRB684947 SCCM is not discovering
computers
CMDB PRB659206 Instance workers are all stuck in
processing layers.
CMDB PRB709216 Counting for duplicate failure
with different CI classes is not
correct
CMDB PRB690370 The 'More options' button
shows unnecessary white
space on the Server form if a CI
relations formatter appears on
the page
CMDB PRB706240 Issue with Helsinki CI Relation
page
CMDB PRB709808 Unable to add or modify
widgets on the CMDB
Dashboard
CMDB PRB679085 NullPointerException error
when loading the CI Relations
formatter on customized
cmdb_ci tables whose name do
not start with cmdb_ci
CMDB PRB672916 CI Relationship Manager fails to
create relationships if source CI
name starts with #.
CMDB PRB668185 CMDB IdentificationEngine
mutex causing performance
drag
Configuration Management PRB664876 Puppet certificate request
Application causes an error message

Content Management System PRB616656 In CMS Search, output link

(CMS) changes after opening in new
tab
Content Management System PRB621450 CMS ACL: content_admin role
(CMS) does not have write access to
content_page records
Content Management System PRB646339 The keyword "portal" should not
(CMS) be used as CMS URL Suffix
but there is no alert for the user
creating the site
Contextual Search PRB687949 Contextual Search Results
of Knowledge-related articles
does not display after Change
Request form loads when using
the "Copy Change" button
Contextual Search PRB688075 Customized email template is
reverted to the default settings
after an upgrade to Geneva
Contract Management PRB638242 Terms and Conditions saves as
a blank field in a Contract until it
is entered a second time
Contract Management PRB667942 Possible to create different
contracts with the same
contract number
Core Platform PRB667423 Tags added through the list
view of a base table is not
reflected to extended table's list
view.
Core Platform PRB680749 SecurelyAccess unable to
retrieve files when instance
name contains blacklisted terms
Core Platform PRB635836 Phone Number E164 field does
not validate phone number
entry onSubmit
Core Platform PRB675830 Creating a dictionary
override on a table extending
sys_metadata causes a loop
and a stackoverflow when
starting the system.
Core Platform PRB690539 SOAPProcessorThread not
cancelable when stuck in a
long-running loop or infinite loop
inside a business rule or other
Javascript

Core Platform PRB666679 Setting active to false in

sys_dictionary for a field
does not remove it from the
corresponding WSDL
Core Platform PRB689086 Deletion of a user record can
cause a cascade effect that
affects form layouts.
Core Platform PRB691086 Nodes run out of memory while
text indexing a large .txt file
Core Platform PRB670328 Not able to add plugin
dependency "Insert multiple
web service" for custom Scoped
Application (Manually)
Core Platform PRB697405 Geneva "SYS_META: name
org.mozilla.javascript.UniqueTag:
no thrown error"
Core Platform PRB647833 Receiving errors in the log for
EXTENSION type table rotation
on a custom table.
Core Platform PRB667517 unsupported scenario (creating
NPE, and possibly audit
problems): use of the task
relationship plugin with a table
extending task, that has a field
named 'type' of type 'Reference'
Core Platform PRB706212 XML serialization of
GlideRecord strips invalid
characters only from element
values, not from attribute values
Core Platform PRB682487 AMB Message Client Builder
errors in iframe cause Service
Portals to not render in iframe
Core Platform PRB643046 Session outage from a stuck
semaphore after viewing the
same attachment multiple times
Core Platform PRB666316 Edge and platform encryption
APIs for attachments are
broken
Currency PRB633618 Problem when updating
currency field from the parent
record on the child table
Currency PRB656041 Calculations run on a Denmark
Kroner Currency field produce
incorrect values
Currency PRB658809 CI class change throws
UniqueKey violation error

Currency PRB608687 Purchase order totaling is

incorrect when user country
code is using currency other
than USD.
Currency PRB648332 When default currency is not
USD, price on form does not
match price in list ( form price
not converted )
Currency PRB614284 The choice list for currency
symbols does not display in a
meaningful order.
Currency PRB703957 The reference price value
on fx_price table is different
for RITM ordered in different
currencies
Currency PRB627592 Price field on the sc_cat_item
table works strangely with the
fx_price.Amount field when
clicking on the Edit link
Currency PRB631915 Field where 'Type' = 'Price' will
be cleared if cents is anything
other than '.00' when copy and
inserting existing record.
Currency PRB652598 UI actions with conditions
based on currency fields do not
evaluate properly
Currency PRB675746 Unique key violation is seen
when record watcher is enabled
on tables with currency field.
Currency PRB634164 Cannot change cents when
localization is set to Euro for a
field of type Currency
Currency PRB671455 Currency fields not displaying
negative values if system
localization is nl.NL
Currency PRB640642 Currency symbol missing when
currency field is made read only
by a UI Policy
Currency PRB602258 Activity Formatter display issue
for currency and price fields on
multi-currency instances
Customer Service Management PRB708980 In Customer Service
Management, the New button is
broken for the related list Case -
> Parent.

Customer Service Management PRB674140 CSM: Delete default view files

in the CSM scoped plugin for
tables not owned by CSM
Customer Service Management PRB674303 Process Flow and State is not
translated for Customer Service
Plugin's case records.
Customer Service Management PRB658956 Alert message does not handle
formatting
Customer Service Management PRB690943 Account code property in
Helsinki missing in an upgraded
G - H instance which has no
demo data
Database (I/f) PRB703022 LDAP requests fail after
upgrade to Helsinki
Database Indexes PRB698296 Duplicate index on
sys_amb_message on column
"number"
Data Certification PRB636694 The 'cert_element.assigned_to'
field can contain both user or
group sys_ids
Data Certification PRB647445 Certification Task appears
incompleted if a cmdb_rel_ci
record is deleted before it is
certified
Data Certification PRB667460 When failing/passing a data
certification and adding a
comment, the tooltip displayed
cuts off the text
Data Certification PRB648022 Unable to select entire
certification row
Data Certification PRB665513 In IE9, on a Certification task
record, if the Work Notes field
is configured after Certification
Task Element, the data entered
in the work notes does not get
saved.
Data Certification PRB689941 [UI11] Data Certification check
box functionality on the cert
elements not working on a
single row for Fuji and later
releases
Data Certification PRB677801 Generating certification tasks
through Audit Definitions
is slower than doing it on
Schedule Definitions.

Date and Time PRB665916 ORA-01830: date format picture

ends before converting entire
input string
Date and Time PRB610549 getGlideObject().getYearLocalTime()
is returning the incorrect year
Date and Time PRB634676 For Europe/London time zone,
the Show After/Show Before
context menu creates the wrong
filter
Date and Time PRB603361 Debug log time is not correct, it
is one hour behind.
Date and Time PRB683243 First of this month not identified
correctly when using a date
field in a filter
Delegated Development PRB701895 The wf_context.list requires the
workflow_editor role to read
records.
Delegated Development PRB679072 Configure All is only accessible
after elevating the user role to
security_admin
Delegated Development PRB679066 Configure notifications is
missing from the form header
context menu
Demand Management PRB652997 Bubble chart and Decision
Matrix do not scale properly
Demand Management PRB669642 Creating new idea submissions
increments the record number
by an additional number on
Save/Insert
Demand Management PRB670592 The role
tsp1_demand_manager
contains role
demand_manager, causing
a security issue for user of
teamspaces
Demand Management PRB659820 GlideList field not saving on
record insert in Idea table when
using the UI
Demand Management PRB627978 Demand Management plugin
does not add the correct state
choice labels in correlation to
the wiki for recording decision
records

Demand Management PRB680808 In Demand Management

bubble chart visualization, the
bubble size changes made in
demand workbench are difficult
to see
Demand Management PRB698406 Closing a demand record
brings this process flow back to
Screening stage
Demand Management PRB680799 Upgrade overwrites customized
'dmn_stage' icons
Dependency Views (BSM Map) PRB700427 Creating a global default view
for BSM Maps does not work
Dependency Views (BSM Map) PRB640202 Export Image on BSM Map
displays black screen in Mozilla
Firefox 37.0 and lower
Dependency Views (BSM Map) PRB695973 In Geneva using UI11, the BSM
map that opens with the UI
Macro task_show_ci_map is not
showing the correct CI.
Dependency Views (BSM Map) PRB700599 In Geneva/Helsinki, BSM
map does not create multiple
layers of the groups that can be
expanded/collapsed
Dependency Views (BSM Map) PRB627287 In the BSM map, the 'Filter
name' label is not translated
Dependency Views (BSM Map) PRB700597 In a BSM map view, the
full node names should be
displayed
Dependency Views (BSM Map) PRB698964 Relationship formatter/timeline
and BSM MAP do not load
properly in IE 11 for Geneva
instance
Dependency Views (BSM Map) PRB700595 Space used to display map in
BSM View Map in Helsinki is
not appropriate
Dependency Views (BSM Map) PRB645284 Inconsistent behavior of linking
to NG BSM and Legacy BSM
from formatters.
Dependency Views (BSM Map) PRB674102 BSM Map not showing the
correct visualizations of the
outages in the map after
selecting from Filter task types
Dependency Views (BSM Map) PRB675752 Export Image and Load View
not supported for IE11 and
Firefox.

Dependency Views (BSM Map) PRB658329 Export to .png of BSM map

follows same truncation rules
as the browser resulting in
truncated names with no way to
expand
Dependency Views (BSM Map) PRB678821 Dependency Views Map does
not print the latest map/CI
selected in IE browser.
Dependency Views (BSM Map) PRB675289 BSM Map opened in a new
window causes incorrect 'Back'
button routing
Dependency Views (BSM Map) PRB697783 In Helsinki BSM maps, groups
cannot be collapsed
Design Experience PRB667474 TinyMCE is pre-pending a '/' to
Organization URL links in the KB article
Discovery PRB710276 Storage post processing script
can fail causing disks to not be
inserted
Discovery PRB709625 During reclassification,
Discovery does not call the
identification engine correctly.
Discovery PRB680085 discovery_spkg_filter and
discovery_spkg_keys are
missing from Update Sets
Discovery PRB665434 Discovery is not setting
hostname of Unix servers if
DNS and NetBIOS are used as
trusted source.
Discovery PRB666876 In Discovery, an incorrect list of
triggered probes appears when
editing classification
Discovery PRB644636 Duplicate data showing up for
VMware templates, clusters.
Discovery PRB674184 File Probe Template may still
execute even if a matching local
file-based probe does not exist
Discovery PRB698325 SAN Discovery is not creating
expected relationships
Discovery PRB668823 Empty records in
cmdb_rel_type DB table
Discovery PRB662539 Discovery cannot collect data
on an MSSQL application in a
Windows cluster when using
the identification engine

Discovery PRB665123 The error message, 'Caused

by error in probe: PowerShell:
Storage 2008/2012 at line 1'
appears in the Discovery log
from random sources when a
Discovery schedule runs
Discovery PRB670615 Identifier issues with lookup and
empty hostname
Discovery PRB679188 Disk size information is
not aggregated from the
storage disk sizes (Solaris and
Windows).
Discovery PRB614086 Large vCenter Discovery taking
24+ hours to process the
VMWarevCenterProbe
Discovery PRB671545 After upgrade, the MID Server
experiences a null pointer error
on any ecc_queue command
that does not have a source
specified
Discovery PRB688228 Support for multiple ACE
load balancer versions
(A2,A3,A4,A5)
Discovery PRB693019 Linux - Storage Sensor -
TypeError: Cannot read
property "1" from null
Discovery PRB665994 Web application discovery fails
on Linux machines with jboss
installed.
Discovery PRB683358 Certain probes cannot be
selected from slushbucket for
Triggers probe on Discovery
Classification.
Discovery PRB683929 Linux CPU core count is not
always correct
Discovery PRB667447 SAM Software Installation table
Last Scanned, and Discovery
Source fields are not updated
by Discovery or HTHD
Discovery PRB668674 Version mismatch when using
REST and any sensor has a
reacts to probe as null.
Discovery PRB689755 Linux storage probe gets sudo-
related warning when sudoers
is configured as documented.

Discovery PRB697392 The VMware-vCenter Probe

returns 'TypeError: Cannot
convert null to an object' and
vCenter Discovery stops when
the ESX host is down
Discovery PRB672973 Generic Windows Classification
triggers 'Windows - Storage
2012 - WMI' probe which does
not have a sensor
Discovery PRB666816 NIC add/removal logic is
merging distinct CIs.
Discovery PRB667296 SCCM 2012 v, transformation
"SCCM 2012 v2 Disk" on
cmdb_ci_disk fails to update
Size on insert
Discovery PRB683515 CyberArk App-IDs are hard-
coded as part of the MID Server
Discovery PRB667350 Sensor error when processing
Linux - Storage: The undefined
value has no properties.
Discovery PRB682001 SNMP probe displays
java.lang.IllegalArgumentException
on some OIDs
Discovery PRB674191 The Model Name and
Manufacturer fields are
switched
Discovery PRB688054 ORA-00932: inconsistent
datatypes: expected - got CLOB
Identifying applications on
Oracle
Discovery PRB659398 Windows - Installed Software
sensor does not skip devices
populated by SCCM
Domain Support PRB654650 Domain validator fails
to identify domains with
'sys_domain_code' or
'sys_domain_path' values set to
NULL
Domain Support PRB580998 The sys_report table should not
have the sys_overrides field on
it
Domain Support PRB632935 Performance issue with domain
code generation
Domain Support PRB675634 The domain reference picker
cannot be displayed in the
navpage header in UI16

Domain Support PRB593994 GlideRecord.updateMultiple()

sets domain fields to "global"
Domain Support PRB611778 Before query business rules do
not run on database views on
domain separated environment
Domain Support PRB652563 Excessive domain picker load
times.
Edge Encryption PRB667903 Edge Encryption is
inserting a record into the
sys_encryption_proxy audit
history table every 5 seconds
per proxy
Edge Encryption PRB679049 If a form contains an encrypted
field that belongs to record
referenced that was added to a
form, then you cannot edit this
field
Edge Encryption PRB702011 Edge Encryption OOB rules
should all have an order > 100.
User must not be allowed to
mass-update OOB rules in the
list view.
Edge Encryption PRB690884 SOAP error with Edge
Encryption with MID Server
sending zipped data
Edge Encryption PRB690861 A user can bring online two
proxies with different RSA keys
resulting in signature failures
and proxies out of sync.
Edge Encryption PRB665068 Edge Job validations should
better handle the case
of inexisting/corrupted
dictionaries/element
descriptors.
Edge Encryption PRB675397 When using SAML via the
Edge Encryption proxy, the
AuthnRequest fails signature
validation.
Edge Encryption PRB683520 User receives false alarms
about proxy network outages
Edge Encryption PRB679486 Attachments on tables with
encrypted attachments are
corrupt

Email PRB709387 Instance-specific push

data (for example,
sys_push_notif_app_install
table) is not excluded from
cloning, leading to subprod
pushing notifications to prod
users
Email PRB667475 Email notifications log the
incorrect message when the
Force Delivery check box is
cleared and the Mandatory
check box is selected.
Email PRB659302 Notifications: Selecting "Default
view" on certain notifications
modifies content_type and
sys_updated_on.
Email PRB671563 User name and "Additional
comments" are concatenated
without space in email
notification for record comments
Email PRB688344 Helsinki: Notification Device
form does not display Phone
Number for existing device
records when Device Type is
SMS
Email PRB654225 Notification sent out to excluded
recipients delegates
Email PRB667407 Replies that trigger Inbound
actions that create new records
are not considered "Processed"
Email PRB687228 Subscribable Notifications
create a cmn_notif_message
for delegates.
Email PRB660883 Workflow notification cascades
delegates
Email PRB673943 System property
glide.email.forward_from_prefix
update not functioning as
expected
Email PRB670316 Email notification messages
are being sent to members of
inactive groups
Email PRB677465 Preview Notification and
Preview HTML Body modal
windows don't resize for fixed
width content

Email PRB665300 Translation missing for

"Compose Email" and "Add
Address" on Email Client/
Composer
Email PRB673936 Inbound email attachments are
not working as expected
Email PRB657537 Switching between HTML and
Plaintext editors
Email PRB664959 Notification Preview gets
CSS from an external style
sheet, but should not. The
background color is set to
white in the table style which is
coming from source code style
heisenberg.css
Email PRB668297 Notification System Deploy
Confirmation is executed under
incorrect conditions (or contains
incorrect text)
Email PRB668880 Untranslated text in
notification_preferences UI
Page
Email PRB676737 Calling an image field in a
notification results in an email
with a cid as img src, but the
email doesn't contain that
attachment
Email PRB631793 Schedule Reports sends a
notification to the delegate of a
delegate, wiki states delegation
do not cascade.
Event Management PRB690140 SolarWinds connector fails to
collect events when connecting
to SolarWinds NPM
Event Management PRB701806 Job Event Management - Node
Count does not support nodes
with commas, which causes log
errors.
Event Management PRB697030 Urgency field of Incident
created from alert does not
reflect correct severity level.
Event Management PRB688973 In SNEventSender,
NullPointerExceptions occur
when AdditionalInfo field is
empty

Event Management PRB658737 Event Management - the

process events job crashes
when processing a large
number of events
Event Management PRB686995 An empty task is created
when an Event Management
Alert (em_alert) record state
is changed from Closed to
Reopen
Event Management PRB670043 Improve SCOM groovyScript
host (node) resolving.
Event Management PRB674256 Multiple Timeline Visualization
sliders are not visible In Event
Management's Timeline module
Event Management PRB687227 ImpactCalculator job causing
OOM issues
Event Management PRB711443 Alert rule causes incidents to be
created for closed alerts
Event Management PRB702306 If one of the connector
parameters is missing, the
script fails to send events but
still updates the last signature
Event Management PRB666964 After upgrade from G to H ->
connectors get stuck so no new
events are being retrieved.
Event Management PRB665737 When sent via JSONv2API,
the time of event is converted
to GMT from the mid user
timezone
Event Management PRB686151 Event Rule - in composite
fields, logic \n and \r are
replaced by ' '
Event Management PRB670478 Cloudwatch alerts do not have
a proper timestamp.
Event Management PRB670755 SCOM connector memory
problem when large amount of
data is retrieved from SCOM
Facilities Service Management PRB689778 'fix_cmn_location_classifier.xml'
fix job updates Custom
Dictionary records that are
References to cmn_location
table and moves those from a
Private scope to Global scope
Facilities Service Management PRB657080 Category and subcategory
fields are duplicated on upgrade

Facilities Service Management PRB675428 Changes to Facilities request

assignment group are
overwritten on update.
Facilities Service Management PRB670852 Creating a new request is not
working when the floor plan
image size is larger than the
screen display
Facilities Service Management PRB710889 Cannot resolve a facilities
service request once it has
been reopened
Facilities Service Management PRB671252 Move the facilities catalog out of
the update folder
Facilities Service Management PRB654340 When upgrading from Fuji
Patch 5 to Fuji Patch 8, all
customizations were lost on the
cmdb_facreq_product_model
and
cmdb_factask_product_model
tables
Field Service Management PRB658103 Work Management task has a
delegate, which cannot accept
task
Field Service Management PRB689799 Field Services plugin "My Map"
module is not supported in the
mobile app.
Field Service Management PRB690508 Field Service Management -
Start Travel and Start Work
buttons do not work on tablet UI
Field Service Management PRB683915 Assignment Groups do not
carry over into the Work Order
Templates
Field Service Management PRB692628 Reject button not working on
Work Orders Task
Field Service Management PRB664016 Google Maps shows no
pointers FOR specific
locations using field services
task if estimated end time
value is empty or/and
business_percentage is empty
Filters PRB667321 Survey is not firing when the
condition is 'is one of' and the
choice list values are mixed
case
Filters PRB632052 Cannot use javascript in
'Contains' and 'Does not
contain' conditions in ACLs and
business rules

Financial Management PRB652357 Pressing 'L' key results in

Performance Log Viewer being
launched
Financial Management PRB713540 Workbench UI: Amounts for
Accounts Being Rolled Up
from Lower Segment Accounts
not being Included in Account
Totals
Financial Management PRB702918 Accounts are not rolling up
Financial Management PRB709517 In Financial Management, data
does not appear/calculate in
allocation buckets for future
fiscal periods
Financial Management PRB673080 Global write ACL on sys_user
table is making fields read-only
after turning on Project Portfolio
Suite with Financials plugin
Financial Management PRB684610 Allocation Rollups from
Segment to Segment:
Percentages appear correctly,
however cost allocated is
double the amount it should be
Financial Management PRB644764 Expense lines are being
generated every day when the
Recurring flag is set to false
Financial Management PRB678784 Financial Workbench not
loading because due to invalid
bucket allocation
Forms PRB682411 Journal updates inserted with
setJournalEntry don't appear in
UI16 activity formatter
Forms PRB683224 Form fields - Hint message of
dynamically updated fields is
not translated
Forms PRB679333 Updating Impact and Urgency
does not update Priority
accurately for all users viewing
an incident.
Forms PRB710576 Activity stream uses
unoptimized template code,
which causes load time to be
high

Forms PRB664334 When displaying large journal

entries in the activity log, there
was a link at the bottom of the
entry "See all text" to display
the rest of the journal entry. The
link is not displayed in Geneva.
Forms PRB682576 Resizing the browser causes
non-alignment of fields in
Project - 'Create New' module
Forms PRB689047 System properties:
Even after setting
glide.ui.timer.started=false
the Time Worked field is still
running.
Forms PRB669597 Cannot click non-image
attachments in activity stream
Forms PRB668416 Toggle Template pop-up edit
form generates a JavaScript
error when using a language
other than English
Forms PRB675767 Link gets stripped out using wiki
approved parameter
Forms PRB603857 Auto-complete issues with
double-byte character set
(DBCS) (Japanese and
Chinese)
Forms PRB643361 A reference field placed on a
new record form in Reference
List view has disabled reference
lookup controls positioned
incorrectly
Forms PRB687132 Annotation disappears after
customizing the form layout for
the sys_popup view
Forms PRB653715 Issues with parent breadcrumb
alignment and arrows.
Forms PRB691859 onChange client scripts run
when a live update is received
Forms PRB684076 Glide list fields with no
reference do not show choices
Forms Designer PRB635743 Two labels are created in the
dictionary when creating a new
field

Forms Designer PRB681264 When form labels are filled

with international languages or
special characters (for example,
Japanese), the form labels are
not rendered
Foundation PRB665215 An application with a name that
is 20 characters long cannot
be accessed in service order
templates.
Foundation PRB681402 Unable to create a
Template (Facilities Module)
with system property
'glide.invalid_query.returns_no_rows'
set to 'true.'
Foundation PRB651584 Using gs.cacheFlush() causes
excessive cache flushing on HI
Foundation PRB675216 Performance issue:
System hangs when
loading Facilities Request
Templates form if instance
has excess (75k+) CMDB
(cmdb_hardware_product_model
or
cmdb_consumable_product_model)
records
Foundation PRB688438 Assign to Me button does not
work without 'dispatch_group'
field on form
Foundation PRB705226 String with apostrophe breaks
URI in GlideDialogWindow.
Foundation PRB664764 SMTask script include doing
cache flush and causing
performance degradation on
Facilities task
Governance, Risk and PRB675185 Control test condition in Control
Compliance Test Definitions does not filter
records from a database views
table.
Governance, Risk and PRB679154 The database
Compliance "grc_observations_by_audit"
view error on the Oracle
instance arises due to the use
of "audit" as a prefix. "audit" is
an Oracle reserved word.
Governance, Risk and PRB630971 Upgrading to Fuji from Eureka
Compliance overrides customizations to the
grc_risk_criteria table

Governance, Risk and PRB676390 GRC Control Test Definition

Compliance loses the 'Recipients' field after
upgrade to Geneva.
HR Service Management PRB706465 'Auto Populate Fields' client
script not populating the
Location and Department when
entering 'Opened for' form field.
HR Service Management PRB711534 Some Helsinki roles were
deleted in error during role
cleanup
HR Service Management PRB698509 Workday Location xpath only
processes first "Address_data"
within a "Contact_Data."
HR Service Management PRB645806 When activating the
'com.snc.hr.core' plugin, the
hr_case table does not reflect
auto-numbering entry created.
HR Service Management PRB673355 In HR Service Management, an
email from outside the system
does not create single case
HR Service Management PRB649901 With a before insert business
rule, 'Set user fields' on
'hr_case' overwrites the
location field, taking it from the
opened_for reference record
HR Service Management PRB646257 Installing HR changes
the reference for request
category from sm_category to
hr_category.
HR Service Management PRB689252 "Save" UI Action on Financial
Service Management
Configuration is unable to save
updates.
HR Service Management PRB690023 HR SP - Error message shown
when trying to modify address
from Service Portal profile
HR Service Management PRB663149 Generating HR template will not
print Arabic characters
HR Service Management PRB684092 HR templates are putting HTML
code into the description field of
HR Case
HR Service Management PRB660321 Search Knowledge UI Macro
on HR Case does not limit the
results to the HR KB

HR Service Management PRB706117 HR demo data defaults are

reactivated and overwrite
customizations upon upgrade
Human Resources PRB664555 Populate case SLAs - potential
looping when updating
hr_case records, possibility of
incorrect post back of SLA time
remaining to hr_case records.
Import / Export PRB627466 Incorrect target records on
skipped rows in import set.
Import / Export PRB650240 The "System KeyStore" check
box is only available for "FTPS
(Auth SSL)" data sources.
It should be available for all
connections over SSL.
Import / Export PRB663518 Easy Import staging table
sets max length of fields to 40
instead of using the target field
length
Import / Export PRB653492 The alm_asset table columns
model and model category
are missing in the Easy Import
template when inserting new
records
Import / Export PRB639648 Easy Import fails when using
the French language interface.
Import / Export PRB639271 The
com.glide.loader.verify_target_field_size
property does not work for web
service import sets
Import / Export PRB648722 Export Sets is broken in scoped
apps
Import / Export PRB630407 Property expansion
does not work on
sys_data_source.file_path
Import / Export PRB649375 Date/time fields
contain a trailing "a" if
glide.sys.time_format is "hh.mm
a" when exporting a list view to
Excel
Incident Alert Management PRB704638 Workflow: "On-Call: Assign
by Acknowledgement" and
"On-Call: Check Assignment
Response" outbound/inbound
SMS number out of sync when
reminders sent out for multiple
incidents.

Incident Management PRB677327 No ACLs on the incident_task

table causes only admins to
be able to see incident_task
records
Incident Management PRB686793 When logged in as an ESS user
(user with no roles), the Incident
state is reset to "New" after
clicking the Resolve Incident
button.
IT Operations Management PRB679897 Upgrade overwrites related
list customizations for
rm_enhancement
JS/HTML Editor PRB673036 Unable to access catalog items
via reference icon on Catalog
Client Script form
JS/HTML Editor PRB686105 User Guide - Formatting for
unordered lists is not retained
JS/HTML Editor PRB668524 CodeMirror: For long scripts,
there is a timing lag between
typing a character and the time
it appears on screen
JS/HTML Editor PRB610069 Japanese file names disappear.
Knowledge Management PRB625365 Updating the short description
of a knowledge article created
from submission causes all
related KB short descriptions to
get updated
Knowledge Management PRB636124 KBViewModelSNC and
KnowledgeHelp Script includes
are generating logs when
viewing KB articles
Knowledge Management PRB649370 Knowledge Base messages do
not use translations
Knowledge Management PRB667643 Show article number on the
Article View page
Knowledge Management PRB676488 In Geneva: Unable to submit
feedback, ratings or flag as
useful on public knowledge
articles
Knowledge Management PRB690384 Even after disabling the Social
QA functionality, the question
mark still appears on the
knowledge base search page in
the iOS app and on iOS Safari.
Knowledge Management PRB690891 Unable to search on tags
through knowledge search

Knowledge Management PRB670704 Cannot select empty KB

Category when using KB import
tool
Knowledge Management PRB663803 Geneva: In the Knowledge
Import pop-up, the Category
field drop-down list hangs if the
number of categories exceeds a
certain number.
Knowledge Management PRB667232 Import from Word does not
preserve formatting
Knowledge Management PRB673979 Labels within the Knowledge
Search page are not unique
which prevents external
applications like VoiceOver to
have easy accessibility within
ServiceNow platform
Knowledge Management PRB649950 Knowledge article topic and
category is not migrated to new
kb_category after upgrade to
KnowledgeV3
Knowledge Management PRB651403 Searches on kb_home.do
create logs of all search results
Knowledge Management PRB668156 Flagging a knowledge article
adds a public comment.
Knowledge Management PRB656025 Authors on $knowledge.do
page need to be shown only to
specific role (internal)
Knowledge Management PRB678121 glide.knowman.frameless_logo
doesn't display image in Fuji
and beyond
Knowledge Management PRB691602 In Internet Explorer 11, on the
knowledge category home, the
user is brought to an empty
page when using Enterprise -
Compatibility mode
Knowledge Management PRB692248 Knowledge Browse page does
not show articles if the category
selected has more than 160
nested subcategories
Knowledge Management PRB671403 Public user can see comments
if kb_comment is set to 'False'
in sys_public table
Knowledge Management PRB648819 Links in a wiki field containing
spaces do not function as
expected

Knowledge Management PRB651334 Knowledge article relevancy is

not calculated
Knowledge Management PRB652252 Quotation marks and
apostrophes are escaped when
viewing articles via the kb_view
page
Knowledge Management PRB687979 After migrating to Knowledge
V3, tags for V2 articles are no
longer displayed on homepage
and the site hangs
Knowledge Management PRB678328 Knowledge search returns
no result when valid to date
is set to current day and the
time zone is set to a time zone
where it is past 6pm.
Knowledge Management PRB700261 Knowledge v3 filtering options
not shown for non-admins
when the property named
is set to True
Knowledge Management PRB627182 Knowledge category fields
showing all translations
Knowledge Management PRB629229 Activating I18N -
Internationalization does not
import previous translations
from the translation table
Knowledge Management PRB680817 In Geneva, there is an extra
white space when viewing KB
articles
Knowledge Management PRB636514 The last modified and published
dates of Knowledge Articles are
incorrect on KB home
Knowledge Management PRB673105 When there are many
categories, drilling into
a knowledge base from
$knowledge.do is slow to load
Knowledge Management PRB674576 Workflow stages in KB articles
list do not match text
Knowledge Management PRB651097 Unable to override 'Copy
Permalink' in KB articles
Knowledge Management PRB675599 Clicking the back button on the
knowledge form when in IE11
or Firefox always selects the
Tags tab

Knowledge Management PRB654407 In Fuji, favicon is not retained

when 'Knowledge' is opened in
a new window / tab
Knowledge Management PRB657766 'Submit' button for feedback is
not translated
Knowledge Management PRB677532 Categories that do not belong
to the knowledge base being
searched are being returned in
the filter when they should not
be
Knowledge Management PRB664285 There is no back button on
the search for duplicates
results page and the browser
back button does not work.
Knowledge V3
Knowledge Management PRB632362 'Did you mean' functionality not
available in KMv3 search
Knowledge Management PRB674250 In Firefox, creating an
onChange client script results
in the script error "TypeError
rootFrame.CustomEvent.fireEvent
is not a function"
Knowledge Management PRB650157 Knowledge V3 articles with
proper User Criteria are still
restricted if there is a role
defined in the Roles field of the
KB record
Knowledge Management PRB687490 Category picker is not working
correctly
Knowledge Management PRB689027 Unable to search for articles
with states other than
published, review, or draft
Knowledge Management PRB670482 Knowledge Base page is
showing 'Knowledge Featured'
and 'Most Viewed' blocks on
Fuji but not on Geneva
Knowledge Management PRB702753 If the header text is too long on
a knowledge article, the header
expands vertically and begins to
overlap the actual article itself.
Knowledge Management PRB636397 Knowledge V3 does not show
found attachments in the search
result
Knowledge Management PRB649578 Creating a new KB article after
upgrading to Fuji produces a
data policy exception

Knowledge Management PRB668010 New property to hide import

button on knowledge home
page
Knowledge Management PRB668730 Knowledge Search does not
return results after clicking on
the "Home" button
Knowledge Management PRB664080 Issues in "Post Knowledge"
and "Post News" functionality of
Problem Management
Knowledge Management PRB707453 Frame gets shortened - Order
an item in Service Catalog
Knowledge Management PRB664654 Social Q&A answers with
negative votes in wrong order
Knowledge Management PRB625579 Knowledge search results
do not display in the user
preference sort order
Knowledge Management PRB639045 Advance Search on Knowledge
V3 plugin is no longer available
Knowledge Management PRB646790 User Criteria for 'Can Read' is
not honored
Knowledge Management PRB675133 The Import from Word function
in the knowledge base is not
working
Knowledge Management PRB654295 On upgrade to Knowledge
Management V3, new V3 menu
modules are missing
Knowledge Management PRB655542 Populating a knowledge
record on Knowledge keyword
takes excessively long time to
load, resulting in occasional
transaction cancellations
Knowledge Management PRB679376 Knowledge homepage and
search page do not render if
knowledge base names include
an ampersand (&) and the
glide.ui.escape_text property is
false
Knowledge Management PRB665218 Users that can access only 1
knowledge base still can access
the knowledge homepage
Knowledge Management PRB666632 Social Q&A: When asking a
question, the category list is
empty and a 400 Bad Request
error is encountered in the logs
if the selected KB contains a
large number of categories

Knowledge Management PRB674483 UI page kb_find

published knowledge
date does not show if
glide.knowman.search.show_author
is false.
Knowledge Management PRB686568 Knowledge search for articles
with a large number of
attachments is very slow in
Helsinki and Geneva when
compared to Fuji or earlier
Knowledge Management PRB675065 Error message when
knowledge article escape text
is false, configured to show
attachments, and attachment
has & in title.
Knowledge Management PRB651680 Knowledge populates slowly
when typing longer strings
Knowledge Management PRB675543 Published date field is
populated in Knowledge articles
before the article is published
Knowledge Management PRB653223 Custom fields on knowledge
feedback are auto-populated
based on feedback with NULL
view_id
Knowledge Management PRB675709 The 'Most Useful' section on the
Knowledge home page does
not sort properly
Knowledge Management PRB689190 When upgrading from Fuji
to Helsinki, the category list
display does not honor the
selected Knowledge base
condition while creating a new
article
Knowledge Management PRB670096 Unable to remove the Publish
check box on the knowledge
import pop-up
Language and Translations PRB640226 Italian Finnish translation
missing on calendar
Language and Translations PRB688974 Error message when switching
to German language and open
a chat support queue link
Language and Translations PRB704707 Service Portal translations need
to be added to Helsinki
Language and Translations PRB667024 Some column labels are
not properly translating for
internationalized (I18N)
languages, specifically French.

Language and Translations PRB676983 The text_index_translations

property needs to be added to
tables during upgrade.
Language and Translations PRB710509 Some Czech and Finish text is
not correctly translated
Language and Translations PRB631013 Upgrade reverted a non-English
choice list value back to base
system setting.
Language and Translations PRB689389 When instance is in
Hebrew, Calendar picker is
mispositioned
Language and Translations PRB689280 The "Edit tag audience" tooltip
is not translated
Language and Translations PRB677194 Days of the week in the Date
picker do not get translated into
Finnish
Language and Translations PRB657582 When creating a report on a
Database View, the column
names in the column selection
slushbucket are not translated
Language and Translations PRB650646 Manage Item - Short
Description: Cannot save blank
value for short description in
language other than English
Language and Translations PRB692358 Inconsistent naming and
translation of Connect Chat
Language and Translations PRB710293 Some portions of Service Portal
are untranslated when using
Portuguese
Language and Translations PRB678417 The business rules
AddAttributeWithTranslations
and AddTranslationsToIndex
need to be less impactful.
Lists PRB689835 Non-admin users with role
filter_global are not able to save
group/everyone filters in List V3
Lists PRB631171 Horizontal scrolling in sections
and related lists does not show
scroll bar until the bottom
Lists PRB690509 List v3 related list - viewing
a record and using Next and
Previous to step through the list
displays the wrong records.
Lists PRB713097 [NA] v3 related list 'loading'
message when multiple tabs
are open

Lists PRB701966 Having a space and

punctuation at the beginning
of initials text causes
StringIndexOutOfBoundsExceptions
Lists PRB709493 QueryParseService is not
processing extended tables as
expected
Lists PRB658405 "Move to Application" UI Action
blocks List v3 from loading due
to List v3 compatibility issues.
Lists PRB658998 Unable to perform a multiple
update on a currency field
Lists PRB666370 Pie chart shows two different
groups with the same color.
Lists PRB639149 List calculations (totals/
aggregates) are off by one
column
Lists PRB668634 Related list not loading when
glide.ui.list_v3.related_list is set
to true
Lists PRB655599 "Tags" column displays empty
results after paging through list
report
Lists PRB630482 Unable to disable the Activity
Stream icon in mobile UI
Lists PRB636978 User preference
"glide.ui.list_header_search.open"
does not always enable list
header search in.
Live Feed PRB666205 Group Feed email subscription
icon always reverts to "-"
Live Feed PRB673937 'Share your thoughts' and
'Search Messages' fields in
Live Feed do not have a label
associated to them, which
poses challenges for users with
vision disabilities
Live Feed PRB673202 [508] 'Add a Comment' field in
Knowledge Articles do not have
a label associated with it. Not
having a label poses challenges
for users with vision disabilities.
Live Feed PRB670749 After upgrading to Geneva
Patch 5, Live Feed search is
not working in public group and
has latency issues

Managed Documents PRB667036 Cannot check in documents

in the Managed documents
application
Memory: Heap Space PRB667446 Export of a large amount of
image data to PDF causes
export error, performance
degradation, or crash
MID Server PRB683509 CyberArk integration supports .
\ as part of the user name for
Windows local credentials,
which does not work with some
customer domain policies
MID Server PRB683751 MID Server cannot verify if
validation was successful
MID Server PRB670521 MID Server fails to parse the
output of the sudoers file and
prompts for a password when
using SSHKEY's
MID Server PRB599692 Unpredictable results in
Discovery when a fetched WMI
entry contains an illegal XML
character.
MID Server PRB704679 CyberArk hashing is broken
when Rhino Resources creates
dynamic classes when doing
vCenter discovery
MID Server PRB673176 MID Server started reporting
"Terminated the probe because
the max timeout was reached"
often.
MID Server PRB704676 CyberArk credentials cannot
be read if the user creates a
custom credential type for SSH
MID Server PRB691899 SCPRelay fails when copying a
file
MID Server PRB604277 SNMP: Shazzam sends SNMP
packets with the same Request
ID
MID Server PRB664746 In Geneva, SFTP fails when
values for the 'Properties'
field in the data source are
set to 'rename_file=true' or
'remove_file=true'
MID Server PRB687457 SNC_SSHSession status is still
OK after session is closed by
server.

MID Server PRB676044 SSHCommand probes hang

while waiting for sudo prompt
when sudoers config has !
requiretty
MID Server PRB690243 SNCSSH parses uint32 fields
as signed integers, which
results in integer overflow and
channel timeouts
MID Server PRB711179 SFTP Data Sources with
com.glide.sftp.use_snc set to
true can hang (also applies to
SFTP streaming interface)
MID Server PRB705031 Rearrange out-of-the-box
wrapper.conf and wrapper-
override.conf
MID Server PRB668110 System unable to connect
to export set source when
"user.dir" has a lowercase
Windows drive letter
MID Server PRB665442 Rekeying MID Server is
unsuccessful after Geneva
upgrade: Unexpected
IOException loading keystore
MID Server PRB686263 The credential tagging feature
in the Powershell activity
doesn't work if the target host is
the MID Server.
MID Server PRB667651 MID Server should be able to
handle dzdo as a privileged
command
Mobile PRB703553 SSO on Android - Better
handling of CSRF tokens
Mobile PRB709002 Caller information does not get
saved on the mobile app when
creating a new incident.
Mobile PRB698603 Mobile - Dependent values
do not reset the dependent
field current value. (Cached,
Cleared)
Mobile PRB666738 Read ACL on Incident Short
description field is not working
in mobile app in either list view
or form.
Mobile PRB673898 When a business rule aborts
a record save, there is no
indication when using the native
app.

Mobile PRB648346 Need support for e-signature

plugin on native mobile
application and mobile web
interface
Mobile PRB690540 Using iOS 9.3 or newer with
Single Sign On results in a -999
error
Mobile PRB691173 Catalog variables of the 'Label'
type render as single line items
if not proceeded by additional
check boxes
Mobile PRB695993 Variables cannot be used for
barcodes
Mobile PRB696721 Geneva Mobile App: When
Assignment Group is cleared,
Assigned To will not return
records
Mobile PRB681693 Native App count widget will
show infinite spinner if count
fails to load
Mobile PRB683484 Mobile Boolean fields are not
saving updated values.
Mobile PRB646113 Button labels in the Service
Catalog on the mobile interface
are not translated
Mobile PRB675042 Native mobile app should
support NTLM auth challenge
during SSO log in flow
Mobile PRB676203 Service Catalog bookmark on
Mobile app leads to Catalog in
Desktop UI
Mobile PRB654476 g_lang does not function in the
Mobile UI
Mobile PRB689423 The Mobile UI Interface stops
working when entering field
information
Mobile PRB677326 iWatch (Apple Watch) favorite
shows list instead of record
details
Mobile PRB710937 (Mobile web) Catalog item
g_form.getUniqueValue() does
not return the sysId of the item
Mobile PRB682387 Path parameter in module for
the Mobile Native App does not
save values

Mobile PRB597438 Mobile lists on the Task table

do not open forms on the child
table
Mobile PRB701302 onChange catalog client scripts
are getting triggered onLoad in
mobile App (not mobile UI).
Mobile PRB705258 Android app: Handle full URLs
in the navigation router
Mobile PRB698488 Links to Catalog Item does not
work as expected in Geneva
Mobile App.
Mobile PRB691470 Geneva: isMobile function is not
for Mobile app.
Mobile PRB700239 Comment and work note
buttons ignore ACLs and
appear in the mobile UI
comments section of a record
Mobile PRB681126 After the presence API was
changed on the server, the
presence needs to be fixed in
the iOS app.
Mobile PRB665742 Deep-linking is not working on
Mobile UI
Mobile PRB665860 Mobile App fields from type
HTML on the form are showing
the HTML tags instead of
rendering them
Mobile PRB681533 [iOS App] Better error
messaging required when the
SSO IDP is unreachable
Mobile PRB680197 When logging out of the mobile
web UI on mobile devices then
logging back in, the welcome.do
page displays.
Mobile PRB681273 When logging in to iPhone
mobile app, using local login
prompts the user to provide
SSO credentials
Mobile PRB684172 InfoMessage calls from catalog
item don't work in the Native
App.
Mobile PRB674080 Changing components under
'Order Status' screen has no
effect on mobile app

Mobile PRB667762 Reference field search

functionality is not working on
mobile app if it is a variable
Mobile PRB687139 Content and UI components
in the OAuth login and
confirmation pages are too
small
Mobile PRB690498 Subcategory incorrectly shows
values for all Categories when
Category is null.
Mobile PRB690668 When Mobile picture type is
None on mobile catalog items,
an empty placeholder for the
image is still provided
Mobile PRB691868 In the iOS app, the backward
slash ( \ ) is not shown in the
keyboard for the user name
field, unlike password
Mobile PRB713724 Related lists cannot be
accessed if the record is
accessed directly in the new
Helsinki mobile UI
Mobile PRB700567 Mobile Web - Clearing
reference field stores null value
in the database
Mobile PRB709403 In mobile UI client scripts,
current roles are unavailable on
the g_user object.
Mobile PRB681410 In the iOS app, Japanese (and
possibly all unicode) input as
a comment/worknote saves
corrupted values
Mobile PRB671231 The ServiceNow mobile app
cannot log in with local user
credentials.
Mobile PRB666342 Mobile UI has scrolling issues
that prevent logout
Mobile PRB668204 Connect does not work on
mobile application when
Connect Roles are enabled
Mobile PRB677820 UI Type on Catalog Items UI
Policies/Client Scripts in Mobile
iOS app not honored

Mobile PRB690620 Variable types like "Lookup

Select Box" and "Lookup
Multiple Choice" not working as
expected using new Helsinki
Mobile version - displaying as
text lines instead of allowing
you to select specific choices
Mobile PRB683848 Reference fields with a
dependency do not display no
options on mobile
Mobile PRB676249 Advanced view rules are not
working on Mobile UI
Mobile PRB677007 (Mobile web) Catalog items with
a large number of variables will
throw a 400 when attempting to
fetch the variable list
Mobile PRB677339 Geneva Mobile: Login prompt
displays when Approving
Change Request (and possibly
other record types) in Mobile
with e-Signatures
Mobile PRB690918 Application menus for
smartphones are not displayed
in iOS
NotifyNow PRB676978 Updating the incident alert
when a conference call is
finished with incorrect work
notes/activity.
NotifyNow PRB690033 Creating new notify workflow
conditions defaults the "If
condition matches" to "Run the
workflow".
NotifyNow PRB712876 Notify forces the maximum
number of conference call
participants to be 40, but this
should be configurable
ODBC PRB637895 Column order from the ODBC
select query is not returned in
the defined order
ODBC PRB691056 ODBC query on Display Value
for a state does not return the
entire Display Value
ODBC PRB711960 Disk cache error: Field
length:93238 exceeds
maximum limit of 65535

ODBC PRB644132 When retrieving data

using ODBC, there is slow
performance when the where
clause contains uppercase
letters
On-call Scheduling PRB689164 Modifications to the On-
Call Calendar Roster do not
correctly reflect in the 'My
Schedule Report' for the newly
added user
On-call Scheduling PRB711914 On-Call Rotation
performance issue related
to roster_schedule_spans
PRB709646 fix and data
extraction to help identify
customer performance issues
On-call Scheduling PRB698941 On-call override allows multiple
clicks of Save button, resulting
in multiple overrides
On-call Scheduling PRB703832 On-Call reminders that contain
a lot of text are truncated on
Oracle instances
On-call Scheduling PRB698370 The OnCall Reminder
scheduled job is not sending
on-call reminder email for
rosters with daily rotation
intervals.
On-call Scheduling PRB681404 Users with rota_manager role
should only be able to create
rota for groups in which they
are a manager or member, or
groups in which the role has
been delegated to them.
Orchestration PRB704091 Response body and header are
not set when there is an error
in the rest message in workflow
activity designer when using
MID Server.
Orchestration PRB703070 In an application, creating and
publishing an activity causes
an issue with containing all the
changes
Orchestration PRB690857 Cannot publish a workflow if
an activity in the workflow is
checked out and published by
another user.

Orchestration PRB676406 Workflows that use SCCM Get

activities can hang when the
amount of data returned from
an SCCM server is too large.
Orchestration PRB689704 Extension point and provider
data is not working as expected
Orchestration PRB682428 Enable and Disable AD user
object activities are not setting
UAC to correct values
Orchestration PRB688994 In Activity Designer, when
an activity is opened on
wf_element_activity table view
to edit a parse rule for any
output variable, the Submit
button is not working.
Password Reset Application PRB668565 Password Reset Ctrl+Alt+Del
add-on does not properly
work with the new Captcha in
Geneva update 5
Password Reset Application PRB690083 [ITOM3] Password Reset
Enrollment page translation
issue.
Password Reset Application PRB671257 Security Questions - Should
allow same translation to
be specified for different
languages.
Password Reset Application PRB670356 Locked users in the Self-
Service Password Reset
Application are not unlocked
Performance Analytics PRB672178 Data collector fails to execute
MySQL query when the table
name referenced by the
indicator source View table field
exceeds 40 characters
Performance Analytics PRB674444 When exporting to .png/.jpeg,
the widget shows all the scores
and not the breakdown specific
scores
Performance Analytics PRB668058 Dashboard breakdown sources
are no longer accessible from
child domains
Performance Analytics PRB669205 Previous period chart does not
work properly
Performance Analytics PRB678758 Scores not in current domain
are wrongly deleted in collection
cleaner job

Performance Analytics PRB668057 Previously collected scores

from a Domain job are
unexpectedly overwritten when
Run As user changes to a user
on a different domain
Performance Analytics PRB666470 Performance Analytics
widgets break when the "Show
target" option is selected, and
scorecards do not appear
Performance Analytics PRB667312 [PA] Scoresheet: Aggregate
Scores is not working, gives
error on function
Performance Analytics PRB667575 Human readable error message
when something goes wrong in
the widget processor
Performance Analytics PRB668056 Data collector uses the domain
of the Job to collect data rather
than the domain of Run As user
Performance Analytics PRB676461 An indicator with a default
time series will lose the
default series in a widget in a
breakdown dashboard
Performance Analytics PRB677641 Performance Analytics
dashboards display 'The
reference to entity' error
Performance Analytics PRB661575 Users with pa_contributor and
pa_viewer roles are able to edit
scores of all indicators
Performance Analytics PRB679718 The x axis on time charts
displays numbers instead of
dates
Performance Analytics PRB683441 Exporting highcharts after
changing visualization gives
JSON not found error
Performance Analytics PRB667838 'Show indicator' scorecard
row should follow breakdown
element
Performance Analytics PRB669162 Widget Indicator Label is not
being used on List Widgets
Performance Analytics PRB676954 When opening the detailed
scorecard from a list, a
javascript error occurs
Performance Analytics PRB674734 Unable to drag Performance
Analytics Scorecard to favorites
in UI16

Performance Analytics PRB670571 White labels in stacked column

charts do not show in IE11
Performance Analytics PRB712738 DataCollector should not use
glide.memory.watcher.log_threads_threshold
to kill the job
Performance Analytics PRB702273 User with PA_POWER_USER
role is not able to select a
"Color Scheme" when creating
a new Breakdown Widget
Performance Analytics PRB679590 The "Render continuous line"
option and aggregate does
not display all scores on the
detailed scorecard
Performance Analytics PRB674246 Exporting a widget to an image
truncates some data points
when the x-axis has a large
amount of data
Performance Analytics PRB686412 PA - "Daily Incident
Collection" job is throwing
NullPointerException at
(Script.java:90)
Performance Analytics PRB675545 Russian translation is not
working on PA widgets
headings, etc.
Performance Analytics PRB668614 Decreased performance on
scorecards and widgets that
show scores for second-level
breakdowns. Index is missing
columns.
Performance Analytics PRB669762 Data collector fails when there
is a script without facts table
Performance Analytics PRB670560 Opening a detailed scorecard
causes an "Invalid date" error
and no data is displayed
Performance Analytics PRB701865 Overall percentages display
twice in Breakdown widgets
with Visualization 'Column' and
percentage indicator settings
Performance Analytics PRB664950 A formula indicator such as
([[Number of new incidents]]
- [[Number of resolved
incidents]]) / 3 with precision
0 still shows the untruncated
scores

Performance Analytics PRB665941 In PA Scoresheet, when

numbers are entered into
search box, data will be
overwritten in the highlighted
scoresheet cell
Performance Analytics PRB687300 [CONTENT] - Incident content
dashboard don't work when the
customer upgrade from Fuji
Performance Analytics PRB668718 When exporting to PNG, the
time series widget shows all
scores when "Show range
selector" is checked
Performance Analytics PRB690552 When clicking on an indicator
in a dashboard widget, viewing
the details, the navigating
back to the dashboard via the
application back button (not
the browser back button) the
dashboard widget displays the
detail view and not the indicator
view.
Performance Analytics PRB678225 PA dashboard widgets fail to
load due to Color Definition
Performance Statistics and PRB655167 Diagnostics Page does not
Graphs work with certain system
properties enabled.
Persistence PRB646151 MySQL database tables reach
the Index limit and new queries
are inefficient, causing instance
performance degradations and
outages
Persistence PRB675240 Users attempting to update an
incident receive the message "
Lock Wait TimeOut Exceeded,
try restarting transaction", and
the update fails
Persistence PRB668234 In Geneva, hr_change table
does not reparent properly to
hr_case table
Persistence PRB670087 [Oracle]fix_promote_cmdbci_attributes_to_cm
takes a long time to run with a
large number of records in the
CMDB_CI table
Persistence PRB709611 The function
'DBObjectManager.isCircularRelationship'
is not checking for a null child
causing sys_db_object.name to
be set to null.

Persistence PRB650211 Unable to get

current.variables.<variable_name>
in service catalog reference
qualifier when auto-complete
category is routed to read-
replica
Persistence PRB670065 Uncaught exception from
RecordWatcherCache due
to inconsistent watcher
configuration factories between
nodes
Persistence PRB650197 Use of the Table Cleaner
against an excessively large
table cleaned causes instance
performance or replication
degradations
Persistence PRB690038 getMyGroups() javascript
predicate does not trigger real-
time task events (update, enter,
exit) due to equals clause
to array returned by groups
method
Persistence PRB650167 Oracle query issued in
ElementMetadataQuerier joins
lower('sys_id'), degrading
performance because desired
index is not used
Persistence PRB665559 Unexpected behavior when
calling GlideMultipleDelete
through the global "Delete" UI
Action via a business rule
Persistence PRB669832 Database views with long table
names fail
Persistence PRB646836 Tables that extend using
table_per_hierarchy do not
delete correctly (e.g., extending
Task)
Persistence PRB688106 ALTER gets stuck waiting for
metadata lock and blocks reads
against the table being altered
causing an instance outage
(depending on table)
Persistence PRB679849 Reparenting allows users to
move system tables (such as
Task) onto their own ancestors,
which can result in data loss

Persistence PRB665260 The sys_storage_alias

properties are not deleted along
with tables extending from TPH
Persistence PRB667293 Performance issues on HI
Persistence PRB654732 Index hint cannot be created for
index names matching MySQL
reserved words (index, table,
etc.) in master
Planned Maintenance PRB674283 Maintenance Plan "Add to
existing" task creation policy not
recalculating "Next run time"
Planned Maintenance PRB653714 SM Planned Maintenance
plugin creates a record to
a non-existent table, which
generates errors when the
script is run
Platform Miscellaneous PRB667239 Value from dot-walked
reference field repeated in
empty rows within Lists and
Reports starting in Geneva
Platform Miscellaneous PRB599151 Choice List cache is not cleared
when inactivating choices
Platform Miscellaneous PRB683565 SessionDebug LogListener leak
Platform Miscellaneous PRB637782 The login UI should detect
original user switch and force
re-rendering of the current page
for a new user
Platform Miscellaneous PRB698780 syscache_m2m cache has
many unnecessary entries, and
may be undersized for tables
with many reference fields
Platform Miscellaneous PRB653280 Journal list type fields display
empty on a database view
Platform Miscellaneous PRB585094 'Or' conditions omitted from the
query in the header section of a
list exported to PDF
Platform Performance PRB644356 Unnecessary metric.update
events are generated for table-
field combinations with no
active metric definition
Platform Performance PRB670798 Group reports will lock if there
is a large number of reports
assigned to the user or any of
the user groups

Platform Performance PRB668370 User sessions are timing out/

expiring in spite of the home
page refresh timer (5 minutes)
and session timeout (AMB
process in Geneva)
Platform Performance PRB650039 Stats.do shows running
jobs which are not running
as confirmed by reviewing
threads.do.
Platform Performance PRB713689 Slow transaction for /
pm_project.do due to
PmPlannedTask: All Tasks
Query.
Platform Performance PRB681053 User preferences are loaded
for JSON (v1) requests causing
increase on memory usage in
Geneva
Platform Security PRB701497 When High Security Settings
plugin is not activated, Explicit
Roles plugin causes all non-
admins to lose read/write/
create/delete access to most
tables
Platform Security PRB665720 The StorageEncrypter
incorrectly encrypts and
decrypts plain text strings
Platform Security PRB638875 The "html_sanitize" dictionary
attribute cannot be added using
the Attributes related list
Platform Security PRB661719 Additional Comments and
Work Notes ACL fields do not
evaluate as expected
Platform Security PRB702008 After Helsinki upgrade: 1.
Password 2 columns still have
short length and 2. When a
business rule is disabled, it still
makes the business rule read-
only
Platform Security PRB680719 StackOverflow when loading
huge-size properties from DB
Platform Security PRB677904 HTML text does not honor
the HTML sanitizer white list
configurations for anchor links
Platform Security PRB679441 TermList ACL cache load is
expensive and can take a long
time

Platform Security PRB645166 NPE after upgrade from

Eureka if there is loop in
sys_user_role_contains table
during Role Management plugin
activation
Platform Security PRB668917 Password2 length should be
enforced to 255
Platform Security PRB674503 Performance degradation when
using GlideRecordSecure
when the record being queried
contains fields such as
variables, audio
Platform Security PRB647631 Group Member/
sys_user_grmember option
does not appear in the target
table field for transform map
when in an application scope
Policy and Compliance PRB674394 GRC compliance percentage is
calculating incorrectly.
Policy and Compliance PRB670553 Knowledge base records are
created or updated when
activating ITGRC
Procurement PRB692250 Purchase Order numbers can
be duplicated from a list view of
proc_po records.
Procurement PRB662758 If no model categories are
associated with a model,
procurement fails on asset
creation
Procurement PRB700214 Purchase Orders are always
consolidated
Procurement PRB647816 Transfer Order Line
(alm_transfer_order_line) uses
the same Asset
Product Catalog PRB671465 Publish to Hardware Catalog
translation issue
Project Management PRB664469 Users with timeline_user
role cannot personalize their
timeline visualizations
Project Management PRB664923 Planning Console - When
returning from a task or
relationship detail, form is
reloaded and expanded
sections collapsed.

Project Management PRB673037 Selecting 'Project workbench'

context menu from the project
list view does not display
anything
Project Management PRB670348 Export to MS Project does not
always work and results in a 0-
byte XML file
Project Management PRB665198 Planning console is blank when
the project has a decimal value
in the 'Percent complete' field
when the language is Brazilian
Portuguese
Project Management PRB697483 Creating a project: Can
fail when Plugin[Project
Management] is active and
Plugin[Project Portfolio Suite] is
not active
Project Management PRB676462 PPM import gets stuck if no
Project Name is specified
during import
Project Management PRB676666 Project Management (PPM) -
Large Projects take longer than
maximum execution time to
delete
Project Management PRB659301 new Parent project task does
not reflect parent percent
complete when existing project
task 100% complete is added to
it
Project Management PRB715502 In Portfolio workbench when
fiscal year is set to 'ALL', the
following error message will
appear: "Something wrong on
the client side. Contact system
administrator"
Project Management PRB701769 When changing Planned start
date and Planned end date of
an existing Project or Project
Task record, the Planned
end date and Duration value
changes to a different value
after saving the form
Project Management PRB708909 Resource report cannot be
exported by resource manager
Project Management PRB664901 Microsoft Project projects
imported into ServiceNow are
not reflecting the right planned
end date

Project Management PRB665776 Activating Project Management

Import plugin drops all data
from Project and Project Task
table
Project Management PRB671552 Demand Management module
under PPS throws runtime
exceptions due to an OOB
script issue.
Project Management PRB673030 New button not able to be
removed for the Resource Plan
related list
Project Management PRB668230 Project dates are not copied
correctly from a demand when
a different default schedule is
set
Project Management PRB668503 Actual End Date for parent
project gets incorrectly set and/
or updated even though all
of the Projects Tasks for the
Project are not complete.
Project Management PRB668817 Users cannot create
dependency when locale is not
English
Project Management PRB657816 In the global.TimecardAjax
script include is this line:
this._generateMissingCards(this.tasks);.
It appears that (this.tasks) is
never populated.
Project Management PRB663468 CIO Roadmap shows duplicate
projects
Project Management PRB714855 Planned duration calculation
is incorrect when there is a
holiday scheduled during that
week.
Project Management PRB702768 Upgrading to Helsinki or
Geneva causes system to
remove the project_manager
and other project related
roles from existing user role
assignments
Project Management PRB621700 Closing a project task in a large
project with many project tasks
can take 8-12 seconds.
Project Management PRB682559 Workbench options "Create
new Project" and "Goto
Planning Console" not
translated

Project Management PRB646361 Timeline Visualization titles do

not translate
Project Management PRB676623 Test Management > Overview
module causes Warning log
entries including "getEditLink" is
not defined.
Project Management PRB655952 NullPointerException when
clearing unused schedules in
cache
Project Management PRB661427 Move child PROJTASKs
between 2 projects does not
recalculate Percent Complete
properly for both parent projects
Project Management PRB663411 Creating a project from a
template - user can create
duplicated projects by clicking
again and again on the OK
button.
Project Management PRB674348 No scroll bar in the Alert
Timeline balloon pop-up
Project Management PRB669159 Unable to import a Microsoft
project
Project Management PRB662270 Project Management: Setting
Planned Duration for Planned
Task table to Read only
in dictionary causes the
Planned End Date to calculate
incorrectly
Project Management PRB701628 Duration is calculated
incorrectly when saving a new
project task in the planning
console task view
Project Management PRB701925 Cost Plans are not updated to
accurately reflect the planned
dates of a Resource Plan
Project Management PRB706638 Project Task related list is not
appearing
Project Management PRB678271 Only users with admin role
should be allowed to delete
records from pm_project &
pm_project_task tables.
Project Management PRB710680 Helsinki users with Program
and Portfolio manager roles get
access denied error when trying
to access Program and Portfolio
workbench modules

Project Management PRB702989 [Helsinki] Performance delay

while loading a top project
(which has 8000+ project tasks)
via planning console
Project Management PRB696853 Tasks are opening slowly
Project Management PRB640726 Sub-projects don't work as
expected in Project workbench.
Project Management PRB673079 The PercentComplete value is
different in ServiceNow than
what is exported to MS Project.
Project Management PRB676527 The planned_task
sub_tree_root field is being
set to top_task and not the
expected subproject
Project Management PRB662013 Project status incorrectly
changed to "Closed skipped"
Project Management PRB711103 MicrosoftProjectImporter
sets "Active" field to "true"
during insert and not
updating based on Percent
complete[percent_complete] or
Actual end date[work_end]field
values !
Project Management PRB711623 The top_task field is being set
to the sub_tree_root value
and this corrupts the project
hierarchy
Project Management PRB698916 History feature not usable from
Project Planning Console
Project Management PRB627580 Project tasks created through
the Project Workbench
automatically get added as
guided boards to the VTB
Project Management PRB665729 Geneva Project Management
v3 - Tasks in Planning Console
with Actual Start and Actual
End as the same date/time do
not appear
Project Management PRB682911 The Date/Time value
for Planned end date is
automatically changed when
the project is submitted.
Project Management PRB666802 After starting a project, all
project tasks, regardless of
dependencies, get moved to
WIP and an actual start date is
set.

Project Management PRB646162 Project template phase stays in

the Initiating phase
Project Management PRB667286 Updating/deleting task
relationships and importing
MSP files does not update the
project
Project Management PRB646769 Closing multiple tasks together
takes lot of time in Eureka
Project Management PRB687038 Unable to create new projects
using the project templates
when upgrading without 'Project
Portfolio Suite' plugin being
active
Project Management PRB668286 Planning console is not
available to user without rights
to create, read, update, or
delete on the project task table.
Project Management PRB669228 Additional fields cannot be
added to planning console view.
Project Management PRB692279 NumberFormatException error
while upgrading to Helsinki
Project Portfolio Management PRB666829 Error messages do not convey
the correct meaning Timeline
Visualization
Project Portfolio Management PRB688159 Zero Planned Duration and
Zero Actual Duration project
tasks leads to an infinite loop
Project Portfolio Management PRB679877 Event Management "Alert
Timeline" are not updated or
refreshed with new "Major"
alerts
Release Management PRB678088 Excel export for Release Task
does not work when sorting a
list with magnifying glass
Reporting PRB711073 For map type reports where
the set map is set to Michigan,
display results are not included
in the map
Reporting PRB687295 Real-time auto-refreshing of
single score widget does not
work
Reporting PRB689636 Printer-friendly version not
working with reports
Reporting PRB661809 Horizontal scroll bar does not
appear for list and form view
when viewing reports

Reporting PRB678332 Calendar reporting date values

are shifting back one day
Reporting PRB678754 AutoSysFields should be set
to False to prevent all reports
to be seen as updated or
modified.
Reporting PRB700273 [CANVAS] If the homepage title
has more than one apostrophe,
results in scripts error
Reporting PRB681673 There is an error when
exporting heatmap reports or
charts that show grid into PDF
Reporting PRB674589 PDFReportPivot causes high
node memory when exporting
PDF with many rows (may
include columns)
Reporting PRB674860 Multiple dataset only works for
admin users
Reporting PRB669172 Grouping by a field with a % in
the data causes the drill-down
to error out with URI Malformed
error
Reporting PRB709868 The order of columns on a list
report does not respect the user
preference on dashboards and
home pages
Reporting PRB697412 View not respected in list for
pie, donut, or funnel report with
a view defined
Reporting PRB681136 Stacked Bar chart with Other
column fails to render
Reporting PRB686982 Certain homepages are having
new widgets added after every
upgrade
Reporting PRB682228 Chart legend is not expandable,
so at least the display grid
expand should be accessible
Reporting PRB698269 Report homepage does not
search properly when using the
report query URL parameter
with special characters
Reporting PRB674530 Export to PDF a Column report
with 'stack by' + 'Grouped
Columns': Result is a Stacked
Columns report

Reporting PRB686920 [Canvas][Homepage] Not

able to remove widget from
homepage if it has issues
loading (e.g. Slow Performance
Graphs widget)
Reporting PRB675324 Calendar gauges and reports
on homepages no longer
remember selected "Highlight
based on" setting
Reporting PRB681076 Error exporting related lists with
conditions from a form when
ACLs are applied to the table
Reporting PRB669506 Breakdown in Breakdown
Dashboard with 'Act as filter' =
true works only for the first table
in the list, but doesn't work for
other Reference Tables of the
"Interactive Filter References"
Reporting PRB661248 Updating title of Report widgets
is not reflected in Dashboards
[CANVAS]
Reporting PRB696039 Chart on form does not filter
properly on Helsinki
Reporting PRB700013 Exporting an Incident ticket to
PDF does not include all fields.
Reporting PRB666893 Pivot table links work differently
from release to release
Reporting PRB695996 [CANVAS] Dashboards groups
ordering are not working
Resource Management PRB666236 Resource Report "Group
Members Availability (Hrs)" is
unreadable with large groups
Resource Management PRB674425 "RP" is not a defined exception
when trying to open resource
workbench.
Resource Management PRB675786 Installing the
com.snc.resource_management
plugin does not work
as expected if the
com.snc.project_management_v2
plugin is already active
Resource Management PRB684924 Incorrect calculation for
resource plan/allocation cost
Resource Management PRB673309 Run button is not refreshing
reports in IE11 on the second
attempt

Resource Management PRB677148 While creating a Resource plan,

users see NullPointerException
and errors in the logs.
Resource Management PRB636256 Graph is not refreshing if
user changes allocations in
workbench
Scheduled Job Processing PRB702565 A worker thread does not reset
its session domain before
executing a scheduled job
Schedules PRB683887 I18N Internationalization:
show_schedule page does
not get translated into other
languages
SDLC PRB688016 In IE, back button on Sprint
Planning reloads the instance in
the iFrame.
SDLC PRB653654 The 'New' UI action on the
Teams table (scrum_pp_team)
in the base system causes
errors and does not work from a
normal list view
SDLC PRB631347 UI actions scripts that contain
more than 4000 characters get
truncated on instances running
Oracle
SDLC PRB688011 When the state of a feature
record (rm_feature) changes to
"Testing/QA", the record goes
from active to inactive.
SDLC PRB670345 Fix script
'sys_script_fix_033bd6fa373321001a8326877
executed during upgrade
changes data and reopens
closed rm_defect or
rm_enhancement records
if state choice list has been
customized
SDLC PRB683957 Assigned To does not get
saved for a Scrum task
SDLC PRB667196 Moving story to project does not
set backlog type to project.
SDLC PRB670490 The sprint Burndown Chart
displays the incorrect day for
users who have the GMT- time
zone
SDLC PRB662137 Velocity chart is not working.

SDLC PRB637112 OrderingEngine runs a query

inside a synchronized block,
which can lead to a node
outage
SDLC PRB690494 Sprints not showing in Sprint
Burndown Chart
Security Access Control Lists PRB697157 Users can still see the + icon
on CI Relations Formatter even
though they do not have create/
write access
Security Access Control Lists PRB656165 Changing active field on
sys_security_acl causes
sys_replace_on_upgrade to be
set to false due to Automatic
Description business rule
Security Access Control Lists PRB658193 After Fuji upgrade, list view for
a custom table (extended from
task) is not displayed.
Security Incident Response PRB710377 sn_si_SecurityOverView.do
is broken when
glide.ui.escape_text is false
Server Side Scripting PRB709246 IdentificationEngineScriptableApi
not available to Scoped
Applications
Server Side Scripting PRB653936 Conditions 'is different' and 'is
same' do not work in scoped
applications
Server Side Scripting PRB660624 Script building a string of 16MB
should be throwing an error
that can be caught rather than
java.lang.RuntimeException
Server Side Scripting PRB668211 Service Portal script evaluation
should support app scoping
Server Side Scripting PRB663348 Application Scoping -
Onchange catalog client script
unable to access table (private)
extended from cmdb_ci
(Global).
Server Side Scripting PRB656274 Excessively large script may
cause Rhino to generate more
Java byte code than is allowed
by the Java specification
Server Side Scripting PRB677833 GlideRecord is not working in
the scoped CMS Portal

Server Side Scripting PRB702120 The redirect panel in a wizard

produces a blank page in
Helsinki
Server Side Scripting PRB650398 For scoped App calls from the
menu, need to add toString and
split to the sandbox to call these
functions.
Service Analytics PRB674358 Remote exploitation of an input
validation error vulnerability
in the Apache Software
Foundation's commons-
collections could allow an
attacker to execute arbitrary
code on the targeted host.
Service Catalog PRB710595 Back button on
com.glideapp.servicecatalog_cat_item_guide_
page is not redirecting as
expected
Service Catalog PRB666627 When clicking a multi-line text
label in the Catalog, the cursor
jumps to a different variable
Service Catalog PRB642239 "Description" key does not
translate on sys_ui_message
for catalog checkout.
Service Catalog PRB684012 Using the maintain cart layouts,
when no field is selected on
the ordering widget, the widget
gets hidden when the price is
updated.
Service Catalog PRB689172 Variables of type Macro with
Label do not display the label
(question) in Geneva or Helsinki
when using UI11.
Service Catalog PRB669691 "Order Now" functionality won't
carry on the attachments in cart
item to requested item.
Service Catalog PRB678168 The property
css.table.column.head.background.color
is not doing what it supposed to
do.
Service Catalog PRB712547 When system date format is not
default, ITIL users are unable to
update a form that has a Date
variable with the write role
Service Catalog PRB699795 Check box variable Tool Tip is
not shown when hovering over
question text.

Service Catalog PRB700296 Small images in the Service

Catalog for categories are less
sharp or pixelated
Service Catalog PRB701409 Publication role restrictions not
enforced properly in Service
Creator
Service Catalog PRB614832 Content_Site Table error
causing a job to be looping after
upgrading to Eureka
Service Catalog PRB665415 Select Box Variable shows
javascript code in choices for
NULL_OVERRIDE choice fields
Service Catalog PRB665777 Order guides with many
variables causing service
catalog items to load slowly
after request is submitted.
Service Catalog PRB665907 In Geneva, the configure
variable option is available on
the Container Start display
label.
Service Catalog PRB666027 Catalog variable reference
qualifier Conditions have
a maximum length of 255,
causing truncation of the
condition on submit.
Service Catalog PRB644582 Wizard stage banner displays
invalid panel names
Service Catalog PRB686253 'catalog_item_designer' and
'catalog_editor' roles removed
from user when modifying
sc_ic_category_request.editors
list
Service Catalog PRB649111 Wrong translation value for
'Copy of' is added to the catalog
item name after it is copied
Service Catalog PRB686400 Items from order guides are
processed independently of
catalog items, which affects the
two-step checkout process
Service Catalog PRB667893 Recurring price under total
price is shown in user currency
instead of fixed price currency
Service Catalog PRB653587 The price in the check box of
a Service Catalog item shows
as USD even if a fixed price in
another currency is set.

Service Catalog PRB668698 Variable derived (dot-walked)

from a catalog item will not
appear on a list report if user
doesn't have catalog_admin
role
Service Catalog PRB677910 In the cart layout, the item
ordering widget is not used
if a catalog item has Legacy
custom cart specified.
Service Catalog PRB670617 servicecatalog_checkout_view_v2
generates too many requests to
sc_layout
Service Catalog PRB679332 Catalog search hides catalog
items based on the role of the
entitlement, even though only
user criteria is enabled
Service Catalog PRB702803 Read-only reference type
variable value fails to update in
the RITM variable editor.
Service Catalog PRB704076 Receiving error message: The
following fields contain invalid
text: <FIELD NAME>
Service Catalog PRB679719 Variables in Variable set does
not cascade in scriptable order
guide
Service Catalog PRB636637 When an item is ordered via
'Order Item' button, the title on
the Order Status page is not
translated
Service Catalog PRB666209 Value for Given Special
Instructions field is not shown
for the requested item
Service Catalog PRB683202 Catalog UI Policy is not working
as expected when the variable
is of type "Break."
Service Catalog PRB641459 Recurring price from variable
is not showing in cart unless
there is a recurring price on the
catalog item
Service Catalog PRB644523 Special characters not
being honored for item short
description on order status
Service Catalog PRB667014 Check box adds an incorrect
price to an item when the single
currency system property is set
to true and the user country
code is non-US.

Service Catalog PRB646613 Multiple-choice Service Catalog

variables with 'Do not select the
first choice' get saved with the
first choice
Service Catalog PRB648104 Increasing resolution on a
catalog item will push the
Submit button off the page
causing scrolling problems
Service Catalog PRB667866 Date field in a record producer
has an invalid value when
checked out through an order
guide
Service Catalog PRB674981 Shipping Location is ignored, If
Requested For is not checked
in the 2-step checkout cart
layout.
Service Catalog PRB654203 [Geneva][Internet Explorer]
Reference magnifying glass
renders below input box on
order checkout status page
Service Catalog PRB689615 Switching the tabs using next
button in order guides is not
showing the mandatory icon(*).
Service Catalog PRB655957 Reference variable click icon
that allows click through or
hover is not displayed if variable
is set to read-only by write roles
Service Catalog PRB670340 In a cloned request, some fields
are not updated correctly
Service Catalog PRB670503 Execution Plan does not honor
Waits For
Service Catalog PRB678700 Catalog Content Item with a
content type of 'module' does
not use the icon set on the
content type
Service Catalog PRB678990 Variable (for example, select
box) not within container (2
columns) is showing different
length on Geneva (as compare
to Fuji)
Service Catalog PRB635062 Business rule performing
incorrect check against child
records
Service Catalog PRB645777 If a catalog variable is
uninitialized or empty value
on Record Producer, producer
gives undefined value

Service Catalog PRB667308 Catalog Search autocomplete

doesn't not work in multi-
language
Service Catalog PRB674109 Add to Cart button or Order
This Item box are not displayed
Service Catalog PRB686186 GlideWhiteListManager throws
security exception on java-
accessible-members.xml when
working with array lists
Service Catalog PRB649908 Advanced reference qualifier
does not use 'current' correctly
on catalog task form when first
loaded
Service Catalog PRB652218 Variable Set does not honor
item-specific order on catalog
item
Service Catalog PRB668222 Changing the user's language
while on a Catalog item can
take 60+ seconds
Service Catalog PRB677219 Item Designer not capturing
status change to Published
Service Catalog PRB702757 "gs.getMessage" used in a
ServiceNow client script to
update cart price, is causing an
uncaught reference error in the
browser
Service Catalog PRB703895 The scroll bar under the
timeline for order guides has a
scroll bar.
Service Catalog PRB707221 Inactivating an sc_layout record
renders a blank screen
Service Catalog PRB665351 Discrepancies observed in
displaying pagination values for
a list of items under a category.
Service Catalog PRB629119 Item Designer: The tables
sc_ic_req_item_task_defn and
sc_ic_trq_item_aprvl_defn have
the update sync attribute but
they should not be included in
Update Sets.
Service Catalog PRB698788 The "Delivery Plan Schedule"
on the "Self Service view" of the
sc_req_item does not display
newly created sc_task

Service Catalog PRB666430 Cart Preview Screen pages

can be slow to load if Lookup
variables are empty
Service Catalog PRB666817 Tooltips not translated If the
glide.sc.use_cart_layouts
property is set to false
Service Catalog PRB667144 Printer-friendly page does not
display contents of a variable
multi-line text field when there is
a lot of text.
Service Catalog PRB667362 Label Spacing is inconsistent
on the service catalog form in
compact mode
Service Catalog PRB667833 Property
glide.sc.use_cart_layouts is
missing on some Geneva
instances, causing 'true' labels
in the cart buttons on catalog
categories page
Service Catalog PRB668011 'clean_demo_data.js' script
deleting all the record
producers in Helsinki
Service Catalog PRB676530 A performance lag is
encountered and the Service
Catalog homepage does not
render when using the Top
Requests dynamic category
and User Criteria.
Service Catalog PRB690028 "onChange" Catalog Client
Script running against a
"Multiple Choice" variable
behaves differently between
Fuji and Geneva
Service Catalog PRB678314 Continue Shopping button does
not get set correctly when the
catalog was accessed through
sc_cat_item content type via list
block.
Service Catalog PRB691890 In list or form view, mousing
over a reference icon which
references a table that has a
sys_popup view that contains a
variable editor, causes the form
to render differently.
Service Catalog PRB705073 Unable to select text in read-
only variables using Firefox
Service Catalog PRB709159 There is no way to pass values
to 2-step checkout form

Service Catalog PRB665540 Service Catalog Form: a hidden

variable field between check
box variables occupies space
on the form
Service Catalog PRB682218 Custom Cart Layout Column
macros are not shown in
Geneva Patch 7
Service Catalog PRB666647 On a request item, the price is
set to zero when there is more
than one approver.
Service Catalog PRB667135 Issue when rendering the order
of service catalog variables and
variable sets.
Service Catalog PRB667361 Category field reference on
catalog items are not removed
Service Catalog PRB650073 Special characters are escaped
in the service catalog variable
and in the summary page in
Edit Cart view
Service Catalog PRB675143 Width changes for check box
variables are not honored
Service Catalog PRB653339 Multiple clicks on Proceed
to Checkout button leads to
'Cannot check out with an
empty cart!' error after checkout
(see PRB588289)
Service Catalog PRB659718 Reference field pop-up prevents
catalog item submission
Service Catalog PRB678529 Unable to load 2-step checkout
page when address of user has
an ampersand (&) in it.
Service Catalog PRB697378 Variables displayed under
summarizer on shopping cart
page do not follow the order
defined in the catalog item
Service Catalog PRB698757 User Criteria Related Lists do
not display correctly
Service Catalog PRB636323 When homepage image of
service catalog category is
updated, the image does not
appear on the self-service
dashboard
Service Catalog PRB684564 Order of variable set is not
working in Negative value.

Service Catalog PRB648487 'Delivery Date' and 'Estimated

Delivery Date of Complete
Order' is wrong when
dateFormat is 'dd/MM/yyyy'
Service Catalog PRB649441 A 'null' value appears in the
service catalog checkout page
Service Catalog PRB674728 setMandatory after onchange
client script has old/past help
text box.
Service Catalog PRB667961 Unable to update variable when
variable is used as condition.
Service Catalog PRB668721 Catalog UI policies do not
work if write role is applied to
variables used in the condition
for non-admin users
Service Catalog PRB677997 'Lookup Select Box' dependent
variable value is not changing
when Reference(parent
variable) variable value is
changed.
Service Catalog PRB700558 Order Guide - Describe Needs -
Choose Options page displays
blank
Service Catalog PRB642256 Shopping cart widget title not
displaying correctly
Service Catalog PRB667426 Hover feature (tooltip) on
stages does not work on the
com.glideapp.servicecatalog_checkout_view
UI page
Service Catalog PRB674891 g_form not working on 2-
Step checkout page with Cart
Layouts
Service Catalog PRB654260 The Geneva Technical Catalog
is unavailable
Service Catalog PRB655321 setValue not working with
onChange client script for
HTML variable in a requested
catalog item
Service Catalog PRB689836 In the non doctype mode, the
help does not display when
you click the More Information
button on Service Catalog
pages

Service Catalog PRB691181 Degraded performance and

increase in SQL count for
catalog_home.do transactions
in GP7
Service Catalog PRB679351 Changes to User Criteria 'Not
Available For' on catalog items
does not clear the cache for
Categories
Service Desk: Call PRB668679 Inconsistent behavior when
creating REQ from New call
Service Management Designer PRB669179 In Facilities Service
Management, templates are
not usable when changing
language
Service Mapping PRB699928 BSS DDM (P) has lost its LB in
history
Service Mapping PRB702974 Unable to establish SSH
connection from MID Server to
other server; cannot identify the
app, but can identify other apps
on server
Service Mapping PRB668711 Websphere and Oracle
instance does not have running
process in some cases.
Service Mapping PRB668845 Not able to Service Map an
Oracle Concurrent Server
running on Solaris (netstat
illegal option t)
Service Mapping PRB703127 Discovery of Service using MS-
Cluster may hang due to wrong
selection of MID by business
rule
Service Mapping PRB671441 MID upgrade occasionally fails
due to lock on DLL used by
Service Mapping (log4net.dll)
Service Mapping PRB687001 Problem with business service
sync on upgrade from Geneva
to Helsinki
Service Mapping PRB687280 Service Mapping SSH sessions
leave commands in the history
of the SSH shell
Service Mapping PRB690379 Multiple 'Business Service'
Classes on CMDB_CI after
activating the Discovery plugin
Service Mapping PRB661196 Auto-upgrade of the MID Server
fails

Service Mapping PRB673960 BaseEndpointFullData

calls isManualConnection,
isTrafficBased even when the
source ID is null.
Service Mapping PRB711462 Service Mapping makes
multiple redundant calls to
CyberArk when there are
unresolved external credentials.
Service Mapping PRB681639 Merge table closure is not
efficiently handling large tables
Service Mapping PRB668135 Service Mapping logging debug
messages when MID Server
debug is disabled
Service Mapping PRB679625 Null pointer exception in the
Discovery log and Discovery
stops
Service Mapping PRB674958 Sharepoint connection not
properly handling named SQL
Server instance (host\instance)
Service Mapping PRB675592 Wildcard write ACL blocks
access when Service Mapping
plugin is installed
Service Mapping PRB690502 Error on server request
updateFetchMashup. Unknown
Error
Service Mapping PRB702999 Browser gets stuck when
clicking 'View map' in business
service
Service Mapping PRB682516 Service Mapping CyberArk
integration does not fall back to
IP address
Service Mapping PRB654928 If there are both an active and
a passive BIG-IP F5 cluster,
Service Mapping does not
always pick the active cluster
Service Mapping PRB677144 Add bypass to F5 behavior
Service Mapping PRB684555 Service Mapping fails to identify
listening port correctly when
using lsof on UNIX systems
Service Mapping PRB670350 Users cannot scroll in the
Service Mapping Discovery log
in IE11
ServiceNow Store Site PRB679784 On App Details page, change
the wording in compatibility.

Service Portal PRB704846 [Type-ahead Search] Users

see error when searching
text on Service Portal: Server
Javascript error cannot convert
null to an object
Service Portal PRB679734 Error messages are displayed
when searching in Service
Portal for German users
Service Portal PRB698352 List collectors do not display
correctly if the referenced
records' display values have
commas
Service Portal PRB684546 Service Portal widgets are not
all using ${} for the text, which
then cannot be translated
Service Portal PRB686126 Service Portal is not using the
translations for the catalog item
'container start' variable title
Service Portal PRB674262 Errors processing Order Guide
Rule Bases, dependent items
are not shown
Service Portal PRB686402 In Helsinki/Service Portal -
Search is not available on the
home page in mobile view
Service Portal PRB686507 Some Service Portal form
elements are not working
Service Portal PRB688345 Unable to hide Label variables
in Service Portal Service
Catalog using UI Policy Actions
Service Portal PRB689425 Order Guide 'Required
Information' does not get
reevaluated if conditions
change
Service Portal PRB678358 Widget names and Page titles
are not sorted
Service Portal PRB712174 HTML tags in help text of
Catalog and Record producer
variables are not rendered in
Service Portal
Service Portal PRB707257 In Service Portal, articles are
still present in Knowledge Base
after they have expired
Service Portal PRB681149 Service Portal compiles SCSS
files using a Java library that
has a problem when using
floats

Service Portal PRB681375 Relative dates on the Service

Portal are hardcoded and do
not consider the system date/
time format
Service Portal PRB682388 HR Service Portal translation
issues
Service Portal PRB683222 The 'KB Most Viewed' widget in
Service Portal does not display
all the fields to customize it
Service Portal PRB683998 Double quotes in
internationalization messages
generate JS error on Catalog
form and Order Guide
Service Portal PRB684486 The action buttons on the
approval widget are not
rendering properly
Service Portal PRB674590 In Service Portal, the Simple
List widget needs the sp_page
field to be visible when
configuring Instance options
Service Portal PRB709901 Service Portal Home mobile
module incorrectly links to
$sp.do instead of linking to /sp
Service Portal PRB701328 Service Portal not displaying --
NONE -- in dependent choice
list field
Service Portal PRB702361 Column
sp_rectangle_menu_item of
table sp_rectangle_menu_item
has a reference to a table that
does not exist
Service Portal PRB696436 Catalog UI policies to set field
read-only are getting applied
on fields in Order Guides in
Service Portal, even though
'Applies on a Catalog Item view'
is not checked
Service Portal PRB683962 Service Portal needs an
alternative to Formatters
for Variable Editor, Activity
Formatter, Approval
Summarizer, etc.
Service Portal PRB684427 getMessage in Catalog Client
Script does not translate text for
Catalog Item
Service Portal PRB676627 Copy Page UI action does not
work and should be removed.

Service Portal PRB691963 lookup_label is not used for

variable types 'Lookup Select
Box' and 'Lookup Multiple
Choice'
Service Portal PRB710462 Conversation widget might not
show if no readable journal field
is available in stream
Service Portal PRB710893 Picture does not display on a
catalog item if it is included in
the Service Portal Order Guide
Service Portal PRB712487 g_form.setValue to empty is
broken for reference fields in
Service Portal
Service Portal PRB701759 There is no 'None' glyph to
remove a glyph after it has
been added to the Service
Portal
Service Portal PRB706265 Order guide description is not
being shown
Service Portal PRB708902 Service Portal boolean fields
with default values of "true" do
not save when inserting a new
record
Service Portal PRB681368 Service Portal branding editor,
page editor, and widget editor
do not work in Oracle instances
Service Portal PRB683177 "glide.sc.price.display" property
does not work for Service Portal
when set to "never"
Service Portal PRB683559 g_user_date_time_format is not
accessible in the Service Portal
Service Portal PRB686466 Need API to determine in a
Catalog Client Script whether
item is part of an order guide
Service Portal PRB674967 Service Portal Designer filter
widget input has incorrect z-
index causing scrolling content
to overlap
Service Portal PRB668463 Direct links with nav_to.do in
the URL are not working
Service Portal PRB677858 Unable to see activities from
a closed incident. Incident
records include errors.
Service Portal PRB678072 Data table widget might fail to
show column label

Service Portal PRB678623 Service Portal rendering of

catalog items does not honor
the "Display title" setting for
variable sets for the item.
Service Portal PRB701701 Record producer in Service
Portal places variables sets in
different order in variable editor
Service Portal PRB698288 When switching from one portal
to another via URL link, the new
portal's Catalog is not used
Service Portal PRB683040 Helsinki plugin dependency
Service Portal PRB686965 Auto-complete in the reference
picker in Service Portal Catalog
Items does not behave the way
the platform reference picker
does
Service Portal PRB687156 Included items without
short_description are not shown
in the Order Guide
Service Portal PRB669569 ACL protected records do
not show "Number of rows
removed from this list by
Security constraints:" message.
Need to fix pagination counts.
Service Portal PRB691356 Select boxes with different
fields and displaying choices
based on one value using a
catalog client policy work in the
Catalog and not Service Portal
Service Portal PRB678572 Unable to see the entire
Description field when viewing
a PRB record in HI, only the top
line.
Service Portal PRB692894 Variable attributes to show
additional columns do not work
if the column is not on the list
(ref_auto_completer=AJAXTableCompleter,re
Service Portal PRB711291 Duplicate request gets created
in order guides on Service
Portal
Service Portal PRB709411 On the Service Portal, users
with sp_admin role do not
have read/write access to the
sp_instance_menu and the
sp_ng_template tables

Service Portal PRB679617 Service Portal takes too long to

load if there are many items in
the header menu.
Service Portal PRB696912 Inconsistency on placeholder
'required'
Service Portal PRB683333 Service Portal does not update
price properly when updated
by check box variable to reflect
deselection
Service Portal PRB674248 On the Service Portal 'Export
URL' (e.g., &PDF) is failing
and preventing export of
attachments
Service Portal PRB686313 In Service Portal, catalog item
variable type "label" should
render HTML
Service Portal PRB674955 Options Schema in Service
Portal doesn't support hints
Service Portal PRB670266 Adding a new widget from
sp_config generates invalid
default JavaScript
Service Portal PRB692379 Variable labels are not
translated in the "Options"
section of tasks created from
record producers.
Service Portal PRB710302 Long, unbroken title is not
wrapped in ticket conversation
widget header.
Service Portal PRB700124 Service Portal lists do not
support dot-walked columns
Service Portal PRB709057 Duplicate stage values in
Requested Items widget
Service Portal PRB682155 Service Catalog does not nest
categories, and page loads
slowly
Service Portal PRB683295 When a user goes to /sp/
anything.do the Service Portal
redirects indefinitely.
Service Portal PRB674892 Loading the System Status
page in Service Portal takes
time when there are over 400
service records
Service Portal PRB688383 Type-ahead search widget in
Service Portal shows catalog
items that are not searchable
(no search = true)

Service Portal PRB690239 Organization Chart widget in

Service Portal Designer does
not display as expected and
cannot be edited.
Service Portal PRB678231 Service Portal redirects cannot
be set up because required files
are missing
Service Portal PRB678519 Setting
glide.ui.escape_all_script to
'true' in a high-security setup
makes the Service Portal fail on
load when there are page load
Dependencies
Service Portal PRB678800 Service Portal is unusable
when question_answer table is
populated in millions of rows
Service Portal PRB710610 Some variable types do not
work in Variable Sets
Service Portal PRB712274 Catalog UI policy action does
not run on-load in Service
Portal for conditions on the
CheckBox variable type
Service Portal PRB701539 Attachments to a catalog item
are attached to the request
rather than the requested item
Service Portal PRB704859 SP choice list should require
value or use default_value if
type is set to 'must specify a
default value'
Service Portal PRB707375 Knowledge article count on
category is incorrect in Service
Portal (kb_view2) - it shows '-1'
Service Portal PRB709401 Service Portal in iPhone app
displays catalog categories
differently than in the regular
browser
Service Portal PRB680118 Page Editor - Page Map shows
widget instance as "Rectangle
1"
Service Portal PRB698680 Record Producers are not
mapping variables to fields
unless "Map to field" is selected
Service Portal PRB686132 Reference icon on Service
Portal is displayed regardless
of the readOnly status of the
reference field

Service Portal PRB686410 Catalog Items of class 'Content

Item' are not showing up in the
new Service Portal but work as
expected in the CMS portal
Service Portal PRB689449 In the Service Portal, the Link-
button widget does not allow
users to set the color in Widget
Options
Service Portal PRB690181 While adding Connect Support
widget to Service Portal page,
the widget gets added but is not
visible
Service Portal PRB690447 SP code failed to parse text
contain en-dash (–, wider
hyphen)
Service Portal PRB677937 glyphicon field type generates
JS error on change in form
ServiceWatch Legacy PRB677834 In Legacy SW, when creating
entry point of type FTP(S), no
fields are shown
Skills Mgmt / Timecards PRB647489 When adding a member to a
group with existing skills, the
skills are assigned but with the
'Inherited from' field not set
SLA PRB684386 SLA settings for Holiday is not
working
SLA PRB670033 Repair SLA does not work
correctly when multiple task_sla
records of different SLA
definitions are selected or
filtered.
SLA PRB669343 Service Offering SLAs only
attach if the Service Offering is
populated into the Configuration
Item field on the associated
task
SLA PRB702983 When to cancel field is not
taken into consideration when
the Condition Type is Simple
Software Asset Management PRB665386 SAMCounter job executing
query with large IN clause
Software Asset Management PRB668153 SAMCounter upgrade/
downgrade does not work
correctly

Software Asset Management PRB647390 Software Counter not producing

any counts for SQL Server
counter
Software Asset Management PRB652829 Software License
Counter job runs slowly
if there are one or more
sam_sw_counter_summary
records with over 100,000
related sam_sw_counter_detail
records
Source Control Integration PRB682873 Cannot import new applications
from source control on
instances with updates missing
an application reference
Source Control Integration PRB696072 Source Control records are
not preserved when cloning an
instance
Studio PRB665756 Changing between tabs in
the new Studio loses cursor
position in Script Include
Studio PRB593560 Code formatting shows
unexpected result when
comments are in the same line
of the code
Studio PRB679399 Studio crashes when app data
includes a table with a blank
name
Studio PRB688381 When linking with Source
Control there should be
a warning that Scoped
Application Update Sets will be
deleted
Survey Management PRB680786 Take survey: Dependent
questions are not displayed
when parent question is
answered
Survey Management PRB681021 Support 'Changed To' type filter
options within Survey Trigger
Condition form.
Survey Management PRB646735 Trigger for survey wizard is
broken
Survey Management PRB646665 SEVERE ***
ERROR *** / by zero
java.lang.ArithmeticException: /
by zero

Survey Management PRB677677 Assessment Instances are

updated twice in Geneva with
state=complete, previously only
updated once
Survey Management PRB679463 Survey Designer - Cannot
create a dependent question as
a mandatory question
Survey Management PRB667200 Legacy Surveys - Take Survey
page does not show HTML
text field due to CheckBox type
question
Survey Management PRB675435 Survey Question choices
(Assessment Metric Definitions)
are not tracked in update sets
if survey questions are created
from Survey Designer section
Survey Management PRB689758 In Service Portal, guest users
only see a blank Take Survey
page
Survey Management PRB701182 The 'Cancel Expired
Assessments' job cancels
surveys before the due date if
the date format is dd/MM/yyyy
Survey Management PRB701580 Survey designer does not
recognize accented characters
Survey Management PRB692612 When a question has a
dependency relation on a
choice list, the dependency
breaks.
System Applications PRB654229 Service Creator workflow
is not triggering for non-
catalog_admin users.
System Applications PRB664411 Script Editor does not load due
to the CodeMirror error when
database is still pointing to the
old version
System Applications PRB625327 An Application Name with
an apostrophe results in a
javascript parsing issue on form
Layout
System Applications PRB683568 Studio | Delegated Developer
VCS requests are failing
System Applications PRB648755 Microsoft Edge: Switch to
application link opens another
navpage frame in main frame

System Applications PRB703002 Business rule Set functional

template of Calculated removed
by PRB626786 in Geneva
Patch 3 is not getting deleted
during upgrade.
System Applications PRB683534 'Answer' record and its
'Interceptor' parent record are
not in the same application
scope
System Applications PRB666633 Scoped Script - Update Script
Name does not update API
Name when updated in list view
System Applications PRB680796 On Helsinki instances
with one node,
'ManifestService().getAllMissingManifests()'
causes delays in event
processing
System Applications PRB665821 Installing/Updating Scoped
Application transfers the wrong
sys_ui_list record if the view
has List records personalized
by users
System Applications PRB649982 The g_form setDisplay/
setMandatory is not working in
scoped Catalog Client Scripts
System Applications PRB675271 Store packages with static
content not unzipped on disk if
empty directory already exists
Tables and Dictionary PRB665807 Error during plugin activation
(com.snc.change_management.standard_cha
Tables and Dictionary PRB668175 Prefix 'u_' not being added with
client script on the Dictionary
form when creating new fields
on a custom table
Tables and Dictionary PRB690378 Cannot delete a scoped column
added to an existing non-
scoped table
Tables and Dictionary PRB666659 Dictionary Override New button
on form is not working as
expected
Tables and Dictionary PRB662358 Users are able to modify the
"Update Sync" attribute for a
new table.
Tables and Dictionary PRB666649 "dynamic creation" causes
unexpected values to be
updated in the user record

Tables and Dictionary PRB673091 Prevent duplicate numbers

on a user-created table
with the u_number
field, add the attribute
ignore_filter_on_new=true
Tables and Dictionary PRB648584 Favicon not applied to Form
Designer and Survey Designer
Tables and Dictionary PRB670245 The default max value for
'Conditions' type fields is too
low and often truncates the
string value
Team Development PRB673198 Team Development
transactions can be canceled
by scoped quota rules
Team Development PRB674346 Team Development workflow
notifications not working
Team Development PRB673926 If Team Development is turned
on and too many local changes
exist, performance issue occurs
when adding new versions.
Templates PRB626884 Applying template via URL or
wizard results in duplicate text
in work notes
Test Management PRB669463 Adding test cases from test
suite does not finish with a
completed copy
Test Management PRB697009 Test Management module
is experiencing significant
performance issues - 90- to
180-second response times
between user action and screen
rendering for further action.
Test Management PRB637901 [IE9] Test Management UI
scripts cause Incident form
layout to break when attaching
a file to a record
Test Suite PRB691188 Test cases short descriptions
are being truncated when
added to the Test Plan.
Text Search PRB627330 If the total weight for a
document exceeds 255, the
document ranking can be lower
than expected
Text Search PRB698974 Table names that start with "ts"
are not searchable using global
or text / keywords search.

Text Search PRB676092 Global search does not like

'^NQ' in encoded queries used
in business rules
Text Search PRB701283 Change of Class Name for a
Configuration Item causes the
item to be missing from text and
global search
Text Search PRB655934 Users are able to see records
they should not be able to see
using global search
Text Search PRB630666 Deactivating text indexing
on System Dictionary
(sys_dictionary) does not stop
text_index events from being
created
Text Search PRB669563 Enabling attachment indexing
on catalog items where icon
field value is added, causes text
indexing on that item to break in
Geneva
Text Search PRB592406 Search terms in capital letters
that contain "JOIN" result in all
records being returned in filters
and text searches ("JOIN",
"JOINT", "INNER JOIN" etc.)
Text Search PRB667436 Boolean operators AND,
OR, and NOT should not be
translated in the search tips for
Global Search
Text Search PRB587024 Some text search stats/
summary tables grow
unreasonably large
Text Search PRB619012 Cannot find records using text
search for values stored in
variables.
UI Policy/Client Script PRB657182 g_form.showFieldMsg does not
work with the Activity Formatter
in UI16
UI Policy/Client Script PRB652972 Using the "is same" operator
in UI policy condition against
dot-walked field that does not
appear on the form causes
condition.value.split errors
UI Policy/Client Script PRB648099 Exact search match does not
always display when using
global search

UI Policy/Client Script PRB674859 Change in behavior of readOnly

fields in UI16
UI Policy/Client Script PRB658414 Catalog UI policy displays the
sys_id instead of the display
value
UI Policy/Client Script PRB634718 Setting field to mandatory hides
decorations on an incident form
UI Policy/Client Script PRB668782 UI Policy not enforced on dot
walked Journal fields after
upgrade
UI Policy/Client Script PRB665989 Syntax Error or Access
Rule Violation detected by
database (Unknown column
'task0.sys_tags' in 'where
clause')
UI Policy/Client Script PRB650436 Client scripts/UI policies are
triggered on search screen
modules in Fuji
UI Policy/Client Script PRB658197 Eureka / Oracle: UI action
visibility is opposite of expected
behavior
Update Sets PRB674866 Reparenting of existing table via
update set works when it should
not
Update Sets PRB655182 Users get error when trying to
merge update sets for an app
installed from the store
Update Sets PRB568620 Images on catalog items remain
after being deleted via update
sets
Update Sets PRB623190 Testing Connection on a newly
created Update Source before it
has been saved prints the user
credential password in the node
logs unencrypted.
Update Sets PRB639879 Update sets containing
Japanese content result in
errors and cannot be applied
properly.
Update Sets PRB665621 Corrupt payloads in
sys_update_xml cannot be
opened in the update set
previewer
Update Sets PRB689600 Coalescer damages payloads
if there's a null/null/null
sys_documentation record

Update Sets PRB665830 You cannot uncancel an update

set preview, so it sometimes
gets canceled by the Scoped
Background Transactions quota
rule
Update Sets PRB666169 When creating field from
Configure > Form Layout, the
update does not show up in the
Local Customizations Related
List on sys_store_app form
Upgrade Engine Issues PRB666100 The upgrade monitor needs
to tell the user when it isn't
receiving updates, and help re-
establish the connection.
Upgrade Engine Issues PRB700653 The UI action to Reapply
Changes does not reapply
changes as seen in a Form
Layout record from the upgrade
history
Upgrade Engine Issues PRB666221 [CONTENT] - Service 360 data
collection jobs get reset to
active when plugin upgraded
Upgrade Engine Issues PRB689628 The upgrade monitor is stuck at
finalizing stage for a long time
when the scheduler is backed
up with queued jobs.
Upgrade Engine Issues PRB708899 Unable to acquire semaphores
due to transactions
that are blocked in
ChoiceListGenerator.java
Upgrade Engine Issues PRB668114 sys_choice for extended tables
are being incorrectly detected
as collisions
Upgrade Engine Issues PRB626365 Certain skips in upgrade history
are not revertible
Upgrade Engine Issues PRB689703 Customer expectations of a
prompt upgrade are not met
when their scheduler is backed
up with queued jobs
Upgrade Engine Issues PRB696837 Update to sys_update_version
records from fix script
fix_price_remove_versions.xml
causes additional updates to
reverted_from field in the same
table

Usage Analytics PRB680715 The glide.properties

file erroneously defines
glide.ua.downloader.download_license
&&
glide.platformanalytics.upload.enabled
Usage Analytics PRB684790 UsageAnalytics Count Persistor
scheduled job can cause out
of memory when processing
certain count config definitions
User Interface (UI) PRB713556 [NA] Using AMB Client on the
parent frame from the contained
frame causes a memory leak in
IE11
User Interface (UI) PRB702543 High CPU utilization is
correlated to Record Presence
transactions
User Interface (UI) PRB697628 [ITOM1] Date property in
context menu also requires time
as input.
User Interface (UI) PRB630140 [Accessibility] The Settings
menu does not trap the cursor
User Interface (UI) PRB671453 When multiple fields are
mandatory and the form is
blocked from submitting, the
last mandatory field is focused
User Interface (UI) PRB667027 On IE9 browser/UI15: Moving
the Approval Summarizer
above the "comment"
Journal Input field on the
sysapproval_approver
generates an error when typing
in the "comment" field
User Interface (UI) PRB673992 Random ordering of
conversations in Connect side
window
User Interface (UI) PRB649956 Special characters in a
sys_choice value are not
handled properly by a template.
User Interface (UI) PRB675919 Service Portal - System Status
in Helsinki shows wrong dates if
the date format is changed
User Interface (UI) PRB655189 Impersonate User - Error
occurs
User Interface (UI) PRB676677 Issue with Suggestion field and
label for larger text fields.

User Interface (UI) PRB660267 Tabs in forms need to be in the

right side for Hebrew version
User Interface (UI) PRB664918 Totals out of alignment for
values in embedded lists in
printer-friendly version of form
User Interface (UI) PRB630094 When creating a view with
a name that contains the
character '-', the user receives
an error message
User Interface (UI) PRB667320 Live Form (field value conflict)
messages are displayed
differently by different browsers
User Interface (UI) PRB647551 Error when accessing
System Properties -> Basic
Configuration module
User Interface (UI) PRB667422 Hebrew instances -
Breadcrumbs order is wrong
when one of the items is in
Hebrew
User Interface (UI) PRB657134 Process flow arrows point in the
wrong direction in Hebrew.
User Interface (UI) PRB660196 Form View: date field calendar
in Hebrew is clipped off
User Interface (UI) PRB691112 ListV3 - document_id field types
are not clickable from list v3
view.
User Interface (UI) PRB678994 Transaction timeout after
attempting to save a new
Facilities Request due to
SMFilters script include looping.
User Interface (UI) PRB699686 Setting the attribute
start_locked=false on a
glide_list field and then
triggering g_form.clearValue()
on this field locks it
User Interface (UI) PRB705283 Icons for Order Guides are not
displaying in search in Service
Portal
User Interface (UI) PRB697421 "Show related incident" sorting
and personalization not
functioning until incident is
saved.
User Interface (UI) PRB629434 Wizard banner does not display
properly
User Interface (UI) PRB666020 In Hebrew, group by in list view
gets left-aligned.

User Interface (UI) PRB673508 New attachments with the Tiny

MCE Editor using the Insert/
Modify image icon can be seen
globally
User Interface (UI) PRB654424 Setting
glide.ui.escape_all_script to
true blanks out Timezone, Date
& Time format choice lists on
Basic Configuration
User Interface (UI) PRB658565 Issue with Copy > Paste of
images in Firefox.
User Interface (UI) PRB660190 The data field calendar in
Hebrew is displaying incorrectly
User Interface (UI) PRB606752 An update set does not capture
icon and picture attachments
when creating a new product
catalog item
User Interface (UI) PRB712019 Work notes are displayed out of
order on Changes
User Interface (UI) PRB696983 With List v3, long filters are
truncated when using IE11
User Interface (UI) PRB698830 Sys IDs showing in filter query
when adding task to Visual
Task Board
User Interface (UI) PRB665890 When personalizing the
Knowledge article form,
unselecting (or hiding) the fields
changes them to read-only
User Interface (UI) PRB682238 Minimize Navigator button does
not have a label and cannot be
read by screen readers.
User Interface (UI) PRB671263 Visual Task Board does not
display data policy messages
when enforcing a child table
data policy from a parent table
User Interface (UI) PRB641039 When creating a module and
entering a sysparm_fixed_query
in the Arguments field, user
cannot export data from the list
after using search headers
User Interface (UI) PRB659019 Displaying a list of records in a
dialog window has scroll issues
when the language is Hebrew
User Interface (UI) PRB678316 IE11 - List of email recipients is
truncated in the activity history

User Interface (UI) PRB678884 Activity formatter is not

displayed when using ACLs to
make a field read-only in the
same form section.
User Interface (UI) PRB692433 If export processor takes too
long to initialize, client can get a
JS error
User Interface (UI) PRB696083 Instance runs OOM attempting
to render Calendar History on a
KB.
User Interface (UI) PRB701936 Radio buttons for Theme picker
are not usable via arrow keys in
accessibility mode.
User Interface (UI) PRB636497 Calling scratchpad throws
client-side errors on Search
pages such as incident_search
or change_request_search
User Interface (UI) PRB682537 The
glide.ui.impersonate_button.enable
system property no longer
shows/hides the impersonate
option in UI16.
User Interface (UI) PRB641007 Unable to create Matcher /
Setter Field Definitions related
records when Matcher or
Source table names have more
than 40 characters
User Interface (UI) PRB684378 [Accessibility] Use the LANG
attribute to identify the language
of the page
User Interface (UI) PRB674549 'field_decorations' dictionary
attribute does not work on
'Phone Number (E164)' field
User Interface (UI) PRB654358 Cannot get value of read-only
currency field.
User Interface (UI) PRB655023 Display value shows in record
header, even if user fails read
access
User Interface (UI) PRB689577 Initials calculation ignores
language-special characters in
the user name
User Interface (UI) PRB656605 Recent selections popup
appears in tabbed view when
the first writable field is in the
second tab and is a reference
field

User Interface (UI) PRB690796 If a list title has an apostrophe,

errors occur on the list and the
list menu does not open
User Interface (UI) PRB691034 Public Survey modules
generate incorrect links for
users without roles if the survey
name contains a space
User Interface (UI) PRB706218 Clicking the back button on
the form view of a record view
takes you back to start of list
(1-150), even if the record
you were viewing was on the
second page (151-300).
User Interface (UI) PRB707514 Date/Time Calendar (date
picker) in On-Call Scheduling
Calender opens up in top left
corner of the page in Helsinki
User Interface (UI) PRB619958 Invalid email addresses are not
validated in glide_list fields
User Interface (UI) PRB664972 UI16 navigator is not on the
right and lists are rendered from
right to left for users with RTL
languages (e.g., Hebrew)
User Interface (UI) PRB681476 General Data Exception
detected by database: Data too
long for column 'path' at row 1.
User Interface (UI) PRB637122 Ability to right-click in navigator
to access "Edit Application
Menu" is missing in UI16.
User Interface (UI) PRB640734 Company theme will override
user preference theme
User Interface (UI) PRB666929 Theme selection does not
persist across sessions
User Interface (UI) PRB689025 Presence indicators like
"viewing", "entered", "probably
left" are not translated
User Interface (UI) PRB670784 HTML Script fields show label
twice
User Interface (UI) PRB691221 Avatars are not returned from
instance when sys_attachment
is on non-default SQL gateway
User Interface (UI) PRB679379 If user preference
glide.ui11.use is set to false for
an ESS user, they cannot log in

User Interface (UI) PRB696066 IE does not report network

and server time accurately in
timings widget
User Interface (UI) PRB700735 Using filter with 'List V3' plugin
on 'syslog_transaction' table not
allowing time search.
User Interface (UI) PRB702684 The ability to open attachments
from the activity filter has been
removed.
User Interface (UI) PRB619776 In Google Chrome, the catalog
list collectors "onChange
g_filter.setQuery()" apply to only
one of multiple fields
User Interface (UI) PRB697993 Cannot compose filter with
combined group by AND order
by clause
User Interface (UI) PRB665734 [RTL] Form layout is aligned to
the left in Hebrew
User Interface (UI) PRB665947 If g_form.setValue is applied
to a currency field, the system
produces an error
User Interface (UI) PRB666815 Rows render more slowly in
Geneva compared to prior
builds (list v2)
User Interface (UI) PRB666920 Remove sysparm_record_row
from history URLs.
User Interface (UI) PRB667054 Template details watch list
displays the Sys ID instead of
the user name
User Interface (UI) PRB674012 UI Actions disappear on Listv3
User Interface (UI) PRB686264 Font size changes are not
consistently applied on the
HTML field text found on the
Knowledge form
User Interface (UI) PRB657491 Exporting PDF form in Hebrew
displays text LTR
User Interface (UI) PRB659442 The Related List Loading >
After Form Loads option causes
records not to display in related
lists in the Default view
User Interface (UI) PRB692625 Helsinki - List v3 - Issue when
updating dependent choice list
fields in the list view

User Interface (UI) PRB603337 [IE11] GlideDialogForm

prevents editing text field on
form
User Interface (UI) PRB664037 'Data Policy Exception: Short
description is mandatory' error
message is not displayed
when Mandatory Data Policy is
violated on guided board
User Interface (UI) PRB709634 g_form.getOptions do not work
on the Self-Service portal, and
there is no alternative to get
the display value of select box
fields
User Interface (UI) PRB697248 Updated field hover text
truncated when positioned at
bottom of form section
User Interface (UI) PRB666123 Cannot use duration fields as
part of SLA conditions
User Interface (UI) PRB673069 Presence indicator missing on
navpage header if Connect is
not enabled
User Interface (UI) PRB673201 The StopWatch/Page
timings icon does not have
roles assigned internally
which prevents application
Accessibility
User Interface (UI) PRB673920 There is no focus state for
tabbed sections and related
lists on forms
User Interface (UI) PRB648458 Mobile/Tablet view does not
detect duplicate choice options
added via UI Policy script
g_form.addOption()
User Interface (UI) PRB674685 Translation prefixes incorrectly
persist when Enable I18N
Debugging is set
User Interface (UI) PRB668587 Vertical scroll bars are
deactivated when navigator
and banner are not present in
Internet Explorer 11
User Interface (UI) PRB675974 [UI16] Bullets are not rendered
in journal fields by the [code]
tag

User Interface (UI) PRB668847 In Geneva patch 4, when

the system property,
glide.ui16.live_forms.enable, is
set to true, additional comments
and activity are not displayed in
ESS portal
User Interface (UI) PRB676490 "Maximum emails exceeded"
messages appear multiple
times when you navigate away
from a record that has more
than 250 related emails
User Interface (UI) PRB691804 Issue with a drilldown report
due to conditional builder in
Report Designer
User Interface (UI) PRB661964 List Context Menu Client UI
Action does not honor condition
having current evaluation
Vendor Ticketing PRB681734 During Helsinki upgrades and
activation of the Vendor Ticket
plugin, the plugin overwrites the
incident form layout's section 0
(including customizations)
Visual Task Boards PRB671191 "Add to Visual Task Board"
moves the incident to a different
domain
Visual Task Boards PRB675525 Private task created through
VTB task checklist is
inaccessible to the owner
Visual Task Boards PRB677002 Dragging a card from one lane
to another in a visual task
board is slow using Chrome on
Windows 7 in Geneva
Visual Task Boards PRB661205 Unable to assign user for
'Assigned to' field for story in
VTB
Visual Task Boards PRB698542 The Visual Task Board Task
fields added in the VTB view
are not displayed on the Task
Card detail form
Visual Task Boards PRB712100 PDF file attached to a Visual
Task Board is displayed with
ppt icon instead of pdf icon
Visual Task Boards PRB713197 When a record is updated and
an AMB message is received
on the client, Angular is not
notified of the change

Visual Task Boards PRB667471 Some Visual Task Board

messages are not translated
and cannot be translated
Visual Task Boards PRB707229 Viewing a Visual Task Board
creates many login records in
sysevent table
Visual Task Boards PRB679889 NullPointerExceptions
in log files. NPE at
CardHistoryStreamEntry.java
line 29 in VTB code.
Visual Task Boards PRB676874 Creating a VTB off a Task table
puts the records under the
wrong lane
Visual Task Boards PRB690365 'Incidents by Assigned to' VTB
creating duplicate/incorrect
messages in Connect chat.
Visual Task Boards PRB692391 Flexible Visual Task Board
does not show cards that were
on the removed list
Visual Task Boards PRB712823 In Helsinki, there are issues
when using the drag and drop
feature when assigning task to
yourself.
Visual Task Boards PRB713736 Visual Task Board filter controls
are unusable after an upgrade.
Visual Task Boards PRB681110 In Geneva, VTB requires global
Update UI action to be active
in order for UI/Data policy
validation to work
Visual Task Boards PRB698918 Assignment Group does not
show on display of cards
Visual Task Boards PRB634420 Add Dot Walking fields on
Visual Task Board does not
show
Visual Task Boards PRB687329 Validation message does not
appear on VTB popup
Web Services PRB633153 Cannot get multiple response
headers from REST message.
Web Services PRB680873 While reading request input
stream and an exception is
thrown, REST API does not log
the exception's cause

Web Services PRB668694 Calling the

RESTMessageV2 API
saveResponseBodyAsAttachment
without an encryption
context parameter fails with
executeAsync function
Web Services PRB665094 Requesting a WSDL in a
browser can cause the instance
to run out of memory
Web Services PRB673025 Following an upgrade to
Geneva, REST quota rules are
added to instances that do not
have any rules
Web Services PRB656764 request.getSession().setMaxInactiveInterval(<
in seconds>) no longer works in
Fuji P11
Web Services PRB680623 Session timing out when
REST API or other integration
transaction is processed
Web Services PRB698420 REST API query causes
Related Lists info to be read
unnecessarily when specifying
a sysparm_view
Web Services PRB686451 The write and delete
sysauto_script ACLs have two
sys IDs in the condition not
found in the system
Web Services PRB670591 Scripted Web service using
XMLDocument2() does not
return a proper response
when the Web service is in an
application scope
Web Services PRB656170 The table API on Price Field
Returning Unexpected Results
Web Services PRB663000 RESTMessageV2 and
SOAPMessageV2 'Preview
Script Usage' does not use the
correct setStringParameter
function for variable
substitutions
Workflow PRB704155 "Compact the user interface"
causes screen to flash and the
menu bar height to change
when moving an activity.
Workflow PRB631648 Able to publish workflow
with custom activity not yet
published.

Workflow PRB675052 "Excessive workflow context

warning logs - Stage not found
in future" error
Workflow PRB675705 Stage field on the task table
does not show the workflow
stages in the current format
when adding the field from an
extended table
Workflow PRB666684 Variable option appears in
Condition field on Workflow
Activities after Show Related
Fields or Remove Related
Fields is chosen
Workflow PRB689390 Hamburger for workflows
on non-global table shows
incorrect 'Start Workflow' option
Workflow PRB669382 Approval coordinator not
progressing correctly when
there are multiple approval user
activities.
Workflow PRB667367 The sys_variable_value created
with null document_key field.
Workflow PRB667571 The
com.snc.contract_management
wf_workflow_version value is
overruling the current published
workflow version
Workflow PRB675174 Manually translated workflow
stages are not being reflected
on RITM Stage field by default
Workflow PRB666170 "Pending - has not started" is
not translated
Workflow PRB667545 wf_workflow.table field does
not get populated when using
the copy option in the workflow
editor
Workflow PRB674738 Legacy Stage rendering for KB
workflow showing only audited
stages
Workflow PRB660523 Workflow engine is unavailable
for a period of time during
upgrade
Workflow PRB679119 Form load is setting the If
condition matches field to
run_match when the table is not
task_sla or sc_req_item

Workflow PRB686447 Workflows on rm_release table

are automatically canceled
when state is set to Testing/QA
Workflow PRB658995 Legacy stage renderer on
workflow fields in lists -
workflow stages are not shown
Workflow PRB666125 Timer activity is missing in the
'Schedule' section
Workflow PRB686133 Workflow-driven stage
rendering for Workflow:
getDisplayValue glide method
returns value and not label on
CMS Page script
Workflow PRB681220 SSH activity after Timer activity
(wait time > 0) in a workflow will
result in error
Workflow PRB667498 The Gateway Approval is not
being translated based on the
value/label of the stage, but
by a default stage of sys_id
"9a2a14e525a0010026c1c6e9c3d68000"
Workflow PRB658813 'current' object is incorrect for a
business rule that triggers from
a workflow Run Script activity
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 product
documentation for instructions on installing the ODBC driver.

Fixed problem in the ODBC Driver 1.0.13
Open Database ODBC driver returns non- Users cannot use ODBC driver 1.0.11
Connectivity integer fields as NTEXT where correctly in combination withL: SQL Version:
(ODBC) varchar is expected Microsoft SQL Server 2014 (SP2-CU2-GDR)
(KB3194718) - 12.0.5532.0 (X64) Oct 5 2016
PRB1110116
20:28:25 Copyright (c) Microsoft Corporation
Enterprise Edition: Core-based Licensing (64-
bit) on Windows NT 6.3 <X64> (Build 9600: )
(Hypervisor)
"SELECT INTO" queries cause the ODBC
driver to convert fields to NTEXT where
varchar 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 after
installing this version. See KB0597981 for more information.
Notable Fixes
Problem Short description Steps to reproduce
PRB708941 Querying more than 4MB with ODBC See Known Error for steps to
KB0597404 driver creates temp files reproduce
PRB747962 ODBC driver outputting incorrect See Known Error for steps to
KB0621993 number of records when using LEFT reproduce
JOIN ON SELECT * query


Version 1.0.11 of the ODBC Driver uses Java 1.8. You may need to configure your Java path after
installing this version. See KB0597981 for more information.
Notable Fixes
PRB711960 When querying a table that has a Refer to the listed Known Error KB
KB0597602 string field whose value exceeds article for details.
65535 kb, the following error occurs:
[SN][ODBC ServiceNow driver]
[OpenAccess SDK SQL Engine]Disk
cache error. Field length:93238
exceeds maximum limit of 65535
PRB691056 ODBC query on Display Value for a Refer to the listed Known Error KB
KB0597979 state does not return the entire Display article for details.
Value
PRB716125KB0598308
iSQL returns only 16383 bytes even if Refer to the listed Known Error KB
a field contains more data article for details.

New in the 1.0.10 release
Improvements to timer and duration fields The display format for timer and duration fields has
been improved. Queries on timer and duration fields
now return the field value in the UTC timezone.
You can query the field display value, as shown
in the UI, by adding dv_ to the field name. The
property LegacyDurationTimeZone has been added
to preserve compatibility with legacy integrations.
Database schema and caching properties The EnableDBSchema and
ExtendedSchemaCache properties enable you to
control how the ODBC driver queries and caches
database schemas.

Notable Fixes
PRB634397 ODBC driver fails to get data or Refer to the listed Known Error KB
connect when invoking multiple or article for details.
KB0551938
parallel connections.
PRB637895 ODBC select query does not return 1. Using the ODBC driver version
columns in the defined order. 1.0.9, run a select query.
2. Note the returned column order is
random.
PRB630646 ODBC driver caches schema between Refer to the listed Known Error KB
different connections. article for details.
KB0549682
PRB630233 The ODBC driver doesn't use the Refer to the listed Known Error KB
SOAP aggregate API for aggregate article for details.
KB0549578
queries.
PRB629818 ODBC driver does not optimize select Refer to the listed Known Error KB
top N queries. article for details.
KB0549557
Upgrade to Istanbul
The upgrade process moves your instance to a new ServiceNow release version. Understand the
difference between upgrading and patching, release definitions, rollback and backup options, and how to
test your non-production and production instance upgrades.
Before you begin the upgrade process, review the upgrade and migration tasks for your applications and
features. For an in-depth explanation of the upgrade process, refer to Upgrade your instance on page
520.
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 implements
enhancements to all features that are part of the base system or are already active, unless the feature is
customized on your instance. Read the Istanbul release notes on page 5 for information on new and
changed features. For a list of all available plugins and whether they are active by default on the base
system, see List of Istanbul plugins.
Careful preparation and knowledge of the available software, tools, and resources can contribute to a
successful upgrade. In addition to the materials provided by ServiceNow, it is important to understand how
your 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. For information about features of the ServiceNow platform that assist
with upgrades, see Upgrades and conversions.
If you have any issues during the upgrade process, contact ServiceNow Customer Support. ServiceNow
Customer 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, who

provide recommendations to align customer configurations with ServiceNow best practices. Contact your
ServiceNow sales representative for more details.
Supported upgrades
You can upgrade directly to the latest release family. For more 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
major city, such as Fuji or Geneva. Within a family, releases are further differentiated by patch and hot fix
number. For example, the following releases are both part of the Geneva family:
• Geneva Patch 7
• Geneva Patch 6 Hot Fix 2
Upgrading is the act of moving to a release that is in a different family than your current release. For
example, a move from Geneva Patch 7 to Helsinki Patch 2 is an upgrade because Geneva and Helsinki
are 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 Helsinki Patch 1 to Helsinki Patch 2, is a patch because both versions are part of the Helsinki
family.
In both cases, the target release is Helsinki Patch 2. It is the difference between your current and target
release 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 patches
and 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 feature
release
• 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 Release
Cycle [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, Istanbul patch-to-patch and Istanbul patch-to-
hotfix). The rollback window is 10 days by default. You can customize this window by modifying the
glide.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 is
a final option. ServiceNow can restore an instance to any point in time, regardless of when a backup is
completed. ServiceNow provides customer support 24 hours a day, 7 days a week for assistance with
critical post-upgrade issues.
Note: ServiceNow does not perform on-demand backups. Instances are automatically backed up
daily during non-peak business hours on schedules defined by ServiceNow. The timing of existing
backup 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 three
instances, 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 instance
labels will be different. In general, upgrade your instances furthest from production towards your production
instance.
Instance Type of testing required
Development • Run a validation test.
Test • Use the ServiceNow Automated Test Framework to assist you in

testing your non-production instances.
• For extra testing coverage, you can also conduct user acceptance
testing (UAT) on your non-production instances.

Production • Conduct UAT.
Note: The Automated Test Framework's test execution property

is disabled by default to prevent unintentionally running tests on
a production system. We recommend that you run tests only on
development, test, and other non-production instances.
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, and
provide this information accordingly. ServiceNow Customer Support is available 24 hours a day, 7 days a
week 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 and
effective upgrade, read the release notes, create upgrade plans, and test your upgrade on sub-production
instances 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 (Istanbul) on page 553.
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 so
you understand the required upgrade and migration tasks. This information helps you plan a safe and
effective upgrade.
1. Read the release notes for your target version. Review upgrade and migration tasks that you will need
to complete before or after your upgrade.
ServiceNow provides release notes for every release. The release notes offer valuable information
about new functionality, notable changes, and fixes available in a particular version. Read the
Istanbul release notes on page 5 to determine whether the upgrade contains functionality you
need and fixes that resolve any issues affecting your instance. The release notes can also help
you determine whether items you previously customized are being upgraded. For Istanbul-specific
upgrade considerations, see Upgrade tasks and notable changes by application or feature on page
531. Refer to the Known Error Portal to quickly locate Known Error articles related to the various
releases.For a downloadable, sortable version of Istanbul fixed problems, see KB0598935.
2. Complete the preparation and planning tasks in Phase 2 of the Upgrade planning checklist (Istanbul)
on page 553.
The checklist contains a list of planning tasks that guide you through various aspects of upgrade
preparation. You are guided through tasks such as scoping, gathering stakeholders, identifying
features to disable and enable, and creating test plans to use throughout the upgrade. Follow these
steps 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 and
integrations, including any customizations you may have.
To efficiently test and evaluate system functionality, create a set of detailed test scripts for your testing
team to use. You will use this test plan throughout each instance upgrade.

Development • Run a validation test.
Test • Use the ServiceNow Automated Test Framework to assist you

in testing your non-production instances.
• For extra testing coverage, you can also conduct user
acceptance testing (UAT) on your non-production instances.
Production • Conduct UAT.
Note: The Automated Test Framework's test execution

property is disabled by default to prevent unintentionally
running tests on a production system. We recommend that
you run tests only on development, test, and other non-
production instances.
Phase 2 - Prepare for the development instance upgrade

For a better understanding of your production upgrade duration, request a full clone of your production
instance (including large tables and attachments) onto a non-production instance. Confirm your current and
target release versions, because you will later use this information when scheduling your upgrade in HI.
1. On your production instance, create a system clone and select your development instance as the
Target instance.
The clone provides you with an exact copy of production. Performing an upgrade on your clone allows
you to simulate an upgrade on your production configuration in a non-production environment. Refer to
System clone for details.
Important: For effective upgrade testing, use this clone to test on a system that reflects the
production instance as closely as possible. If your non-production and production instances
are the same size, include the production audit log and the attachment data on your production
clone. To ensure that all production data is included with the clone, make sure that you clear
all the Exclude check boxes on the Request Clone form. On your non-production instance,
replicate typical user behaviors that occur on your production instance to enhance an estimate
of 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 distribution
upgrade. All nodes are restarted during an upgrade, but your multi-node instances are available during
an upgrade because ServiceNow instances operate on a multi-node system. This multi-node system
staggers 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 differences
between the nodes on your non-production and production instances. Instances with one node
experience a short period of downtime during the upgrade, but multi-node instances do not have UI
downtime. For details on your nodes and their status, see the Upgrade Progress screen.
Phase 3 - Verify your upgrade configurations and schedule the development

instance upgrade in HI
Check the configuration of the Upgrade scheduled job to view how often and when it runs. Review
information about timing your upgrade in coordination with the Upgrade scheduled job. Then, schedule
your upgrade in HI.
You must check the configuration of the Upgrade and Check Upgrade Script sys_triggers, which are
essential 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 given

time interval, which is determined by the configuration for the Upgrade
scheduled job.
• Asks whether the instance should be running a different version. If
so, the distribution for that version is downloaded, and your instance
upgrades to the target version.
Check Upgrade Script • Runs after the distribution has been upgraded.
• Performs the database upgrade.
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 check
its assigned version. When you designate a time for your upgrade, your instance begins the upgrade at
that time. For example:

Action Result
You schedule an upgrade to Istanbul Patch 8 to HI changes its records to reflect that you should
take place on June 10 at 3:00pm. be on Istanbul Patch 8 on June 10 at 3:00pm.
HI waits to get pinged by your instance after the Your instance continues to operate on its current
scheduled time on June 10. release version, and it periodically pings HI.
After the scheduled time on June 10, HI receives HI tells your instance that it should be on
a ping from your instance. Istanbul Patch 8.
Your instance receives HI's notification that it Your instance starts the upgrade.
should be running a different version.
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 Instances in the left navigation menu.
c) Select Manage Instances.
d) [Partners only] From the user menu, use the Switch Company feature to select a company.
e) Select the instance that you want to upgrade or patch.
f) In the Actions menu, click Upgrade Instance.

The Upgrade an Instance Service Catalog item opens up. It is prepopulated with
the instance name and available versions to which you can upgrade or patch the
instance.
g) To specify a date and time for the upgrade or patch, click the calendar icon next to the Start Date
and Time field.
h) Click the clock icon to select the time for the upgrade or patch.
Note: Setting the time for an upgrade or patch is important. Set the upgrade or patch to
start 10–15 minutes before the Upgrade scheduled job runs. This setting allows enough
time for the upgrade or patch request to update HI's records about which release version
your instance should be on before the Upgrade scheduled job runs.
i) Click Submit.
A confirmation message appears. If you do not need an entitlement, a change request is created.
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 is
included. Click the entitlement request number to view the request.
d) If you have any questions about your entitlement, comment on your entitlement request after you
have submitted it.
Phase 4 - Upgrade and validate the development instance

Track the progress of your upgrades with the Upgrade Monitor. For your first non-production instance
upgrade (your development instance), use the Upgrade Monitor to process the skipped list of records that
were not addressed in the upgrade. Then identify your update sets and perform functional testing.
The Upgrade Monitor helps you upgrade an individual instance. You can monitor the progress of an
upgrade and resolve conflicts between the upgrade and customizations.
1. Using the Upgrade Monitor, monitor the upgrade to your instance and validate that the upgrade to your
development instance is complete.
2. After the upgrade for your development instance is complete, process the skipped records list in the
Upgrade Monitor.

As you are processing the skipped list, you may merge and revert records, resolve conflicts for an
individual record, and make additional customizations. These changes go into the latest version, which
goes into your current update set.
3. Identify your update sets.
You need these update sets for your subsequent non-production instances. If there are issues that
must be addressed after the upgrade, make the appropriate changes and they will go into your current
update 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, and
committing them onto your other instances. After the correct update sets are identified, follow the
standard process for moving and applying those update sets. Refer to Update sets for details.
4. Before and after upgrading, run a validation test on your development instance. Use your
comprehensive test plan to perform functional testing.
After upgrading, track any defects or deviations from the pre-upgrade testing results. Defect tracking
can help identify root causes and create fixes. When a fix is identified, capture the fix in a single
update set. The resulting update sets hold the cumulative fixes that should be applied to the
production instance.
To help automate your testing and validation on non-production instances, use the Automated Test
Framework.
Phase 5 - If applicable: Upgrade and validate your other non-production

instances, such as your test instance
If you have any other non-production instances in addition to your development instance, such as a test
instance, request to upgrade these instances. Request these upgrades after you have configured and
refined your development instance. Immediately after the upgrade is complete, apply the post-upgrade
changes made to your development instance, including activating optional plugins, installing and upgrading
applications, and applying update sets.
This instance naming convention assumes that you have three ServiceNow instances. If you have three
instances, 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 instance
labels will be different. In general, upgrade your instances furthest from production towards your production
instance.
After you have applied your development update sets to your test instance, perform the following tasks on
your test instance (and other non-production instances, if applicable).
1. Create a system clone down from your production instance.
2. Schedule the non-production upgrade in HI and verify your upgrade configurations.
3. Validate that the upgrade to your non-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 non-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 Test
Framework can greatly assist you in testing your non-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 production
environment, prepare to upgrade your production instance.
To ensure that all stakeholders in your company are prepared for the final production upgrade, complete
the administrative planning tasks in Phase 6 of the Upgrade planning checklist (Istanbul) on page 553.
When upgrading a production instance:
• Obtain confirmation from IT and management that all non-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 to
schedule 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 business
functionality, and system performance are acceptable. Add a time buffer for responding to errors
without 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 operating
environment and alert you to any issues that may appear after the upgrade. For example, it sometimes
appears that specific functionality is broken by an upgrade. Analysis might show that the functionality
did 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 before
the 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 team
of power users and key stakeholders to validate important functionality in the ServiceNow instance
before and after upgrades.
Phase 7 - Upgrade the production instance

After you have upgraded your development, non-production, and test instances, upgrade your production
instance last. Then validate that the upgrade was complete, apply update sets and fix scripts, and perform
post-upgrade user acceptance testing (UAT).
1. Schedule the upgrade in HI.
a) Log in to HI.
b) Click Instances in the left navigation menu.
c) Select Manage Instances.
d) [Partners only] From the user menu, use the Switch Company feature to select a company.
e) Select the instance that you want to upgrade or patch.
f) In the Actions menu, click Upgrade Instance.

The Upgrade an Instance Service Catalog item opens up. It is prepopulated with
the instance name and available versions to which you can upgrade or patch the
instance.
g) To specify a date and time for the upgrade or patch, click the calendar icon next to the Start Date
and Time field.
h) Click the clock icon to select the time for the upgrade or patch.
i) Click Submit.
A confirmation message appears. If you do not need an entitlement, a change request is created.
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 is
included. Click the entitlement request number to view the request.
d) If you have any questions about your entitlement, comment on your entitlement request after you
have submitted it.
3. Monitor the upgrade to your instance and validate that the upgrade to your production instance is
complete.
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 of
ServiceNow's upgrade process.
Evaluate log data
Performance and operating information is available in the system logs, which offer an excellent source of
information for evaluating the inner workings of a ServiceNow instance. Use this information to help resolve
as 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 present
in pre-upgrade instances, and many of these messages do not affect users or performance.
For a list of other helpful troubleshooting tips, refer to the Troubleshooting upgrade issues article in the HI
Knowledge Base.
Other resources
• For an overview of the release cycle and release availability, see the ServiceNow Release Cycle article
in the HI Knowledge Base.
• For details about entitlements and scheduled upgrades, see the How to manage entitlements and
scheduled upgrades article in the HI Knowledge Base.
• For a list of FAQs about the Quarterly Patching Program (QPP), see the Quarterly Patching Program -
Customer FAQ article in the HI Knowledge Base.
• For information about how to track quarterly patches and communicate with ServiceNow, see the
Managing your quarterly patches and communicating with ServiceNow article in the HI Knowledge
Base.
Upgrade tasks and notable changes by application or feature

Complete the upgrade tasks where necessary to prepare for the upgrade process. Before you upgrade,
review the notable changes to applications and features in Istanbul. After an upgrade, complete applicable
migration tasks after the upgrade to protect your data and customizations from changes to the system.
Upgrade and migration tasks
Application or feature Details
Change Management If you are upgrading from a release prior to Geneva, you can choose
to activate Change Management core, State Model, Standard change
catalog, and Mass updates CI plugins. After you activate the Change
Management core plugin you must perform specific tasks to ensure that
change types and customizations are updated. For details, see Change
Management from releases prior to Geneva.

Computer Telephony The requirements for the sys_cti_rule parameter have changed. See the
Integration (CTI) Computer telephony integration release notes on page 11 for details.
In preparation for your upgrade to Istanbul, ensure that you have a
working CTI integration. Make and test the changes on an upgraded
non-production instance before using the feature in production. For
instructions, see KB0620953.
Connect If you are currently using the legacy chat feature to provide help desk
support, close any open help desk chats before activating Connect
Support. Legacy chat and Connect Support cannot be used concurrently.
When you activate Connect Support, the system automatically sets the
state of all Chat Queue Entry [chat_queue_entry] records to Closed
Complete. This ends any open help desk chats.
Dashboards Review Dashboard upgrade information about enabling responsive

canvas, adjusting customized dashboard layouts, and migrating
permissions after an upgrade.
Discovery • The VMware - vCenter probe that discovered all vCenter objects in
previous releases is deprecated in the Istanbul release and replaced
by multiple probes. For details about the new probes and steps
you need to take to protect your customizations, see vCenter probe
upgrade.
• When you upgrade to Istanbul from a pre-Geneva release, you can
still use the legacy identifiers provided with your instance or switch to
the new CMDB identifiers by setting a system property. It is important
to note that if Service Mapping is active on your instance, the CMDB
identifiers are always used regardless of the property value. For
details, see Discovery identifiers.
• Upgrades to versions prior to Istanbul Patch 5 can take an excessive
amount of time if the Discovery Log [discovery_log] or TCP Connection
[cmdb_tcp] table contains a very large number of records. Upgrade
performance issues occur when the sys_domain and sys_domain_path
fields, used by domain separated systems, are added and populated in
these tables. To improve performance, reduce the number of rows in
the discovery_log or cmdb_tcp table prior to upgrading to ensure they
contain 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 after
the upgrade to repopulate the table.
Event Management During an upgrade to the Istanbul release, a script converts and moves
and Service Analytics Event Management rules and events for the release. Even though this
script runs automatically, there are configuration tasks you must complete
after the upgrade. For more information, see Upgrade tasks for Event
Management on page 50.

Financial Management
Important: If you are Geneva users with the
financial_mgmt_admin, financial_analyst, or financial_mgmt_user
roles, then you cannot access the Cost Transparency and
Financial Planning application menus and modules after you
upgrade to Helsinki. Reassign the new roles to your users.
Financial Management is no longer dependent on IT DataMart or

uses IT DataMart. The DataMart Definitions have been upgraded to
Financial Management Segments in Istanbul. New segments required
for cost model or budget model must henceforth be created in Financial
Management Segments.
GRC: Policy The GRC: UCF Import (com.snc.ucf_import_add_on) plugin was

and Compliance deprecated and replaced by the new GRC: Compliance UCF
Management (com.sn_comp_ucf) plugin. See Policy and Compliance UCF upgrade
instructions on page 36.
Note: If your GRC entitlement date is before December 1, 2016,

you are entitled to a free UCF CCH account for the period of
December 1, 2016 through November 30, 2018. For customers
on Helsinki (Patch 7 and above), or Istanbul and whose effective
GRC entitlement date start on Dec 1, 2016 or after, you need
to sign up for a UCF CCH account and customize your basic
subscription to include API Access. For more information about
establishing a UCF CCH account, see Unified Compliance.
Human Resources If you are an existing HRSM user on a release prior to Istanbul, you
(HR) are using the HRSM Non-Scoped app that is activated with the Human
Resource Application: Core plugin. After an upgrade to Istanbul, you can
Important: If you use Workday Integration, the Human

Resources Application: Workday Integration plugin does not
appear. To activate this plugin, consult your service manager.
Do not activate the Human Resources Scoped App: Workday
Integration plugin.
If you want to migrate to using the new HRSM Scoped app from the
HRSM Non-Scoped app, consult your service manager. For Istanbul,
there are two versions of the HR Service Management application. See
HR Service Management release notes on page 82 for details.

Knowledge Knowledge Management has changed with Knowledge v3, which is

Management enabled by default for all instances. For migration information, see
Knowledge Management v3 migration.
Some of the key differences between Legacy Knowledge and Knowledge
v3 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.
MID Server For details on the following upgrade tasks, see MID Server upgrade to the
Istanbul release.
• To ensure that your MID Servers can upgrade successfully, run a
series of manual tests for free disk space, access to the download
server, and file permissions on the MID Server host.
Important: After all MID Servers have been upgraded to

Geneva or higher, complete the post-upgrade steps listed in
the Workaround section of KB0597396.
• This release introduces features such as application assignment
and changes the way various applications select MID Servers.
For information on how the upgrade handles defined capabilities,
Discovery schedules, IP ranges you have configured, and default MID
Servers for Orchestration, see the reference above.
• In Istanbul, the MID Server can run SSH commands using either
the J2SSH client or the proprietary ServiceNow® SNCSSH
client. When you upgrade from Dublin or earlier, the MID Server
property that controls the SSH client selection is not active in
your upgraded instance, and the MID Server will use the J2SSH
client by default. To enable the SNCSSH client, you must add the
mid.property.ssh.use_snc MID Server property and set it to true.
Instances upgraded from Eureka or later have the SNCSSH client
enabled by default, and no configuration is required. For details, see
MID Server properties.

On-Call Scheduling Upgrading from previous versions is automatic, and all events are
recorded in the upgrade logs (System Diagnostics > Upgrade History).
• The existing On-Call plugin has been changed. When you upgrade, the
plugin changes are applied automatically (this action is not optional).
• The group device functionality is deprecated in favor of a Catch All
person.
• On-call Scheduling replaces the existing business rules for escalations
with escalations based on Graphical Workflow.
• The workflow uses Notification Activities, so it sends emails and not
SMS messages. It must be modified to use Create Events activities to
send SMS messages.
See Upgrade to on-call scheduling for links to other changes that you
should be aware of as you as you transition to on-call scheduling.
Project Portfolio Suite When you upgrade to Istanbul release, some changes are made to the
with Financials resource plans. For details, see Project Portfolio Suite with Financials
upgrade information on page 43.
Reporting Report Charting v2 is automatically used, and Reporting v1 can no longer
be used after an instance is upgraded.
The Report Charting v2 plugin uses the Highcharts charting library to
generate reports on the client. This plugin generates all the reports in the
ServiceNow report set.
Note: Scheduled reports, custom charts, and reports saved as

PDF are generated on the server using the Highcharts charting
library. As a result, these types of reports sometimes appear
Service Catalog Changes in the underlying service catalog data model affect the way you
implement multiple service catalogs. These changes are automatic, but
might impact your instance if you have made customizations, such as
changes to the data model. For more information, see Upgrade to multiple
service catalogs.
Service Mapping For instances upgraded from earlier versions to Istanbul, Service
Mapping uses a legacy algorithm to choose a MID Server for a discovery
request. For instructions about configuring a MID Server in an upgraded
instance, see MID Server configuration for Service Mapping in upgraded
deployments and Configure a default MID Server for Service Mapping for
upgraded deployments.
Vulnerability Response To reduce upgrade time, if you have Qualys or a third-party integration
installed, delete all attachments on your integration data sources. You can
find them by navigating to System Import Sets > Administration > Data
Sources and searching by integration. See Manage attachments for more
information.

Notable changes in Istanbul

Before you upgrade, review the notable changes to applications and features in Istanbul.
Platform changes
API Refer to the API release notes on page 5for information on new
scoped and global classes, as well as additional methods to existing
classes.
Authentication • Self-service password reset: The Self Service Password Reset
plugin (com.snc.password_reset) and the Password Reset
(com.glideapp.password_reset) plugin are active by default for
new instances and upgrades. By default, when the 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. The instance no longer sends a
temporary password by default.
• Certificate expiration: Notifications for expired (but active) SAML
certificates are enabled by default and are configured to be sent to
the last three logged in users who have the administrator role. This
feature reminds you when SAML certificates are going to expire. The
notification is sent at least 20 days before certificate expiration. When
a new certificate is associated with an active IdP, the notification is
sent to the logged-in user who created the certificate.
• LDAP: If the LDAP server is down, users who are trying to log in can
receive a one-time password to access the instance. This is controlled
by the glide.ldap.onetime.password.enabled property, which
is enabled by default.
Assessments and • Reporting enhancement: Added task ID field. Triggered survey

Surveys reports are more easily created by binding to incidents rather than
copying information using related fields.
• Triggered survey enhancement: A public survey sent via a triggered
condition can be taken without logging in.
Computer telephony • sysparm_cti_rule parameter change: The parameter specified must

integration (CTI) be a function defined in a sys_script entry marked client-callable. If the
function needs to insert, update, or delete any GlideRecord, it must
call a separate non-client callable function to perform the updates.
Functions not meeting these requirements result in an error like the
following to be logged.
*** WARNING *** Security restricted: User tried to

run update(String reason) in GlideRecordSandbox

Configuration • CMDB dashboard:

Management (CMDB)
• CMDB dashboard implementation is now based on the
Performance Analytics framework for dashboards, taking
advantage of the capabilities it provides.
• Domain separation is now supported in the CMDB dashboard.
For more information, see Monitor CMDB health in the CMDB
dashboard.
• Identification and Reconciliation:

• Identification engine APIs are now accessible in scoped apps. See
Activate Configuration Management For Scoped Apps (CMDB) for
information about how to activate the plugin, and how to script a
scoped app to access those APIs.
• A new identifyCI API that is similar to the createOrUpdateCI API,
but does not commit the result to the database. You can use this
API with a given payload to find out if the identification engine
will perform insert or update operations, without committing the
operation.
• Identification Engine can now use related CIs as part of the payload
when matching CIs. For more information, see Create or edit a CI
identification rule.
• For new instances, new pre-defined values of 'Ready' and 'Retired' are
added to the Operational Status field. These values are being used by
CI Lifecycle Management.
• The following 18 tables are added, increasing the total number of
CMDB tables to 554.
RabbitMQ cmdb_ci_appl_rabbitmq
RabbitMQ Cluster cmdb_ci_appl_rabbitmq_cluster
RabbitMQ Queue cmdb_ci_appl_rabbitmq_queue
Data Power Hosting Server cmdb_ci_datapower_server
Docker Container cmdb_ci_docker_container
Docker Engine cmdb_ci_docker_engine
Docker Image cmdb_ci_docker_image
Docker Image Tag cmdb_ci_docker_image_tag
Docker Local Image cmdb_ci_docker_local_image
FromCluster_to_RabbitMQ cmdb_ci_endpoint_fromcluster_t
Endpoint
RabbitMQ Endpoint cmdb_ci_endpoint_rabbitmq
label cmdb_ci_endpoint_rabbitmq_queu
Cisco GSS cmdb_ci_lb_cisco_gss
Operating-system-level cmdb_ci_oslv_container
Virtualization Container
Operating-system-level cmdb_ci_oslv_engine
Virtualization Engine
Operating-system-level © 2018 ServiceNow. All rights reserved.
cmdb_ci_oslv_image 537
Virtualization Image
Connect • General Connect enhancements

• Minor design changes for consistency across the platform.
• Admins can disable chat using the glide.chat.disabled property.
• Connect Support enhancements

• When admins enable the
glide.connect.support.reflect_system_messages property, all
information messages are included in the chat activity including
when a support agent or user leaves a chat conversation.
Core platform • Currency fields can now have four decimal places. You must set a
property to activate this feature.
• Added a Glide record optimizer for currency/price fields to speed up list
view (reading currency/price values).
• A new debug Date/Time option has been added to session debug.
Dependency Views • When hovering over a link between two nodes on the map, the tooltip
lists all relationship types for the nodes and their direction.
• Child nodes of virtually grouped nodes are now displayed underneath
the virtual node. Child nodes of a virtual group are not virtually grouped
even if they are similar, but the next level of nodes can be virtually
grouped if possible.
• You can now collapse a virtual group that has been previously
expanded. For more information, see Dependency Views map menus
and controls.

Import and Export • Easy import supports exporting and importing spreadsheets in the
XLSX format.
• Web service import sets support dynamic row resizing with the
new properties com.glide.ws_import_set.column_resize and
com.glide.ws_import_set.column_resize.max_row_count.
• System keystore validation is available for all FTPS file retrieval
methods. You can specify a system keystore when you create a file-
type data source.
Knowledge
Flagging articles The glide.knowman.use_life_feed
Management
property controls the display of
knowledge article comments.
• If enabled, the system uses
live feed to manage and
display feedback on knowledge
articles. Flagged comments
do not appear on the Article
View page. Users with the
admin, knowledge_admin,
and knowledge_admin roles
can access flagged articles by
navigating to Knowledge >
Articles > All Flagged. Users
with the knowledge role can
access their flagged articles
by navigating to Knowledge >
Articles > My Flagged.
• If disabled, the author of the
article and users with the
admin, knowledge_admin, and
knowledge_manager roles can
see all flagged comments. Other
users can see only their own
flagged comments.
Mobile • Mobile web changes

• The system remembers your login information when you select
Remember me on the mobile web.
• The new mobile web experience released in Helsinki is active by
default in new instances starting with this release. Navigate to
System Mobile UI > Dublin Mobile Web to make changes to the
old mobile UI.
• Mobile app changes

• Configure the name and icon for an instance (this is different than
the name and icon for the actual app, which is not configurable).
• Login screen changes: View your password using the eye icon, or
tap Forgot password? if you need to change your password.

Notifications • Added notification variables for image fields, notification preferences,

and email unsubscribe.
• When creating a notification for a push message, the push message
and notification must use the same table.
Platform security • HTML Sanitizer: You can use urlAttributes to specify protocols that are
not sanitized if they are found in an anchor tag.
• Database views: You no longer need to create ACLs on fields in the
database view.
Service Portal • Localization improvements

• Extended translation to widget client script
• Translated strings
• Widget Editor improvements

• Added keyboard shortcuts to improve the editor experience
• View and edit dependencies alongside a widget using the
Dependencies list in the Widget Editor.
• New search options

Customers can configure the behavior of search on their portals
without having to write, edit, or clone any widgets.
• getCatalogItem scriptable API: In Istanbul Patch 3a, the
getCatalogItem(String itemID) method was changed to
getCatalogItem(String itemID, boolean isOrdering),
which includes the old method but calls the new method, passing false
to the isOrdering parameter.
The isOrdering parameter indicates whether the system does a
create roles security check or a write roles security check on a Service
Catalog item's variables. By default, the system does a check on write
roles. When users are first ordering an item or have it in their cart, the
parameter checks the create roles. If users are not in the process of
ordering, for example, if they were looking at a requested item to see
the variables associated with that item, then the parameter checks the
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.getCatalogItem call need to update their methods to the new
method signature. If you do not update the method calls, the variables
will go through a write roles check.

UI • UI16 on page 560 uses jQuery version 2.

• The UI16 domain reference picker provides type-ahead suggestions.
• The icon field type was added to the dictionary. It can be placed on a
form to allow the user to select an icon.
• The maintain_order dictionary attribute allows glide_list field types to
display order buttons to the right of the Selected list.
• UI16 has additional system properties to configure logos, colors, and
system defaults.
Visual Task Boards • Boards are organized into three different tabs on the Visual Task
Board homepage:
• All boards
• Boards you own
• Boards you belong to
• Users can navigate through cards in a lane by using the arrow buttons
in a task card.
• Load Filter, Save Filter, and Clear All have been added to the board
filter. For more information, see Create a filter in List v3.

Web Services • Outbound REST

• REST message HTTP methods can be sent with no authentication
information when the Authentication type is No authentication.
This selection overrides any authentication setting on the parent
REST message.
• The REST message Authentication type choice None was
changed to No authentication. The behavior of this choice did not
change.
• The HTTP method Authentication type choice None was changed
to Inherit from parent. The behavior of this choice did not change.
• The Method field on the HTTP Method form was renamed to
Name.
• A REST message can specify more than one HTTP method of
each type, such as GET or POST. You can select the type of
method using the HTTP method field on the HTTP Method form.
HTTP method records without an HTTP method field value, such
as those created prior to upgrade continue to use the Name field to
determine the method type.
• When you create a new REST message record, only a default GET
HTTP method is created automatically. Previously, default methods
were created for GET, PUT, POST, and DELETE.
• The Endpoint fields on the REST Message and HTTP Method
forms are now string fields instead of URL fields.
• REST messages now support the PATCH method.

• sysparm_include_realtime: include the realtime_enabled and
realtime_value values in the response
• sysparm_include_target_color_scheme: include the
target_color_scheme value in the response
• sysparm_include_forecast_scores: include the forecast_scores
value in the response
• sysparm_include_trendline_scores: include the trendline_scores
• The API returns the indicator_aggregate element which is the value

of the indicator Aggregate field.
• The default value for the property glide.integration.session_timeout is

now 1 minute.
• New default quota rules were added for REST and JSON and for
REST UI transactions.

Application development changes
Application • Scoped administration was renamed to Application administration.

administration
Delegated development • Added the Manage Developers module so administrators can add or
remove developers without having to open Studio.
• Updated the list of available developer permissions.
Studio • Updated ServiceNow Studio to:

• Allow resizing the application explorer.
• Close one or more tabs from the Window menu item.
• Close the current tab with a keyboard shortcut.
• Disable usage during upgrade.
• Display the commit history of an application linked to a source
control integration from the View history menu item.
• Display the application name from the status bar.
• Display the application version number from the status bar.
• Display the number of saved and unsaved application files from the
status bar.
• Display the status of a source control integration from the status
bar.
• Display whether there are remote changes to apply or local
changes to commit from the status bar.
• Open the Script Debugger from the Launch Script Debugger
menu item.
• Updated the behavior of the Studio module to:

• Open Studio in a new tab rather than display the Welcome to
Studio launch page.
• Set focus to any already open Studio tab.
• Updated the application file types available in Studio to:

• Create Service Portal records for the Theme, Style Sheet, JS
Include, and Widget Dependency tables.
• Create integration records for the Export Set and Import Set Web
Service tables.
• Distinguish between records for inbound and outbound integrations.
• Edit existing Orchestration records for the Activity Definition table.

Business Management changes
Agile Development • Roles: The following roles are added to scrum_team_member:

• rm_scrum_task_admin
• rm_enhancement_admin
• rm_defect_admin
Financial Management • Financial Management segments: Financial Management segments

are used in the financial model or budget model hierarchy to capture
the segments instead of DataMart dimension. The accounts in the cost
transparency allocation setup are directly from the transaction table
and not from the dimension snapshots.
Governance, Risk, and Assessments and attestations can now be created using:
Compliance
• Attestation designer
• Risk assessment designer
Policy and Compliance • Publish policies to various knowledge bases by setting the knowledge
Management base field on the policy.
• Create an HTML article template for simple formats needing
information from the policy but not information from other records.
Create an XML or script article template for formats needing
information from other records in the system. For example, you may
want to add information from the policy statement to the KB article, as
well.
• Files attached to a policy are automatically attached to the KB article
that is created from it.
• Set up which policy statements automatically create controls when
associated to a profile type.
Audit Management • Generate a report once an engagement goes into the Approval,
Follow-up, or Complete states, by setting the Report template field
on the engagement.
• Provide external users with read-access to closed audit tasks and
engagements for external auditing purposes.
• Use the audit workbench filter to search for audits.

Project Portfolio Suite • Portfolio workbench: The enhanced Portfolio workbench allows
with Financials portfolio managers to perform annual portfolio planning, and track
progress of their portfolios. The new workbench shows all demands
and projects lined up for the given fiscal year with their planned cost
and the planned labor hours. Portfolio managers can compare projects
and demands, and select those that are aligned with organizational
goal and priorities and can be executed with the given cost and
resource constraints. The Track Portfolio action allows the portfolio
managers to track the progress of their portfolio after projects are
executed.
• Resource Management: Soft allocations are created only when the
resource plan moves to the Confirmed state. Soft allocations are no
longer created during the Planning or Requesting phase.
• Roles: ITIL role does not have read access to project and project
tasks.
Time Card • Time cards are auto created only for the time card users, AND if
the user is assigned to the task through Assigned to or Additional
assignee list.
IT Operations Management changes
Cloud Management • Requesting Amazon, Azure and VMware VMs: Missing client-side
validation information for well-known fields has been added.
• Provision ARM templates into existing resource groups in Azure:
Allow ARM templates to be used to provision into existing resource
groups.
• Missing tag report: Cloud admins and operators can see a tabular
view of all resources that are missing tags.
• Bulk tagging: Already available for AWS, bulk tagging is now also
available for Microsoft Azure and VMware. It was expanded to include
more resource types. Cloud admins, operators, and users can apply
multiple tags to their cloud resources from a single screen.

Discovery • VMware vCenter and workstations:

• The discovery of VMware workstations is no longer supported.
• The VMware - vCenter probe is deprecated and its functionality is
shared by individual vCenter probes that return information about
ESX machines, virtual machines, and other vCenter objects. You
can disable the probes for the information that does not interest you
and reduce the size of the payload returned from vCenter.
• MID Server and MID cluster selection: On a Discovery schedule, you

can select a specific MID Server or a specific MID Server cluster for
use during discovery. If you specify a MID Server cluster, the discovery
process uses that cluster only. You cannot chain clusters or specify a
single MID Server that belongs to multiple clusters.
• Unified patterns: You can create patterns that both Discovery and
Service Mapping can use for horizontal discovery and top-down
discovery respectively.
• Discovery Quick Start: The Discovery Quick Start feature is
deprecated and removed from the platform in upgraded instances.
The only exception would be if Quick Start was in the middle of the
setup process at the time the instance was upgraded to Istanbul. In
this case, Quick Start is only available until the configuration process is
complete. It is then removed and replaced by Guided Setup.
• New process classifiers: are available for a number of applications,

which use patterns by default for discovery. Refer to the Discovery
release notes on page 47 for details.
Event Management • Avoid impact to event processing during a platform upgrade: Event
Management jobs that started running before the upgrade commenced
continue to run during the platform upgrade. For further information,
see Upgrade tasks for Event Management on page 50.
• Identifier attributes: You can now change the default set of attributes
that Service Analytics alert aggregation uses to form patterns for alert
aggregation. Instead of the default attributes (CI/MetricName), you
can specify different CI and alert attributes that are used as identifier
attributes for learning patterns, which result in alert groups that are
meaningful in your environment.
• Service Analytics correlated alert groups are now referred to as
automated alert groups and are displayed along with the other alert
groups in the Event Management dashboard and the alert console.
• Service Analytics root cause analysis (RCA) now also applies to alerts
associated with manual services.

Orchestration • Deprecated activities: The following activities from previous versions

were converted with the Orchestration activity designer and can now
store input and output variables in the databus. If you have a workflow
created in a previous release that uses the legacy versions of these
activities, your workflow will continue to work normally after upgrading
to Istanbul. However, all new workflows must use the custom versions
of these activities.
• Reset Linux User Password
• Test Server Alive
• Resolve DNS Name
• SNMP Query
• Change Service State
• File Replace String
• File Write
• Activity_creator role: The activity_creator role is now required

to view the Custom tab in the Workflow Editor. Users without this
role can only access the Packs and Data tabs needed to create
automations for certain ServiceNow applications, but cannot access
the custom features that require an Orchestration subscription. In
previous releases, users with the activity_creator role could access all
Orchestration tabs in the Workflow Editor.
MID Server • MID Server selection: In addition to IP ranges and capabilities,

MID Servers can specify an additional selection criterion: supported
applications. The supported application refers to the application that
is allowed to use the MID Server, such as Orchestration or Service
Analytics. Each application uses this supported application criterion
differently. You can also specify initial selection criteria on a MID
Server when you validate it.
• MID Server status: These types of status are new: Upgrading,
Upgrade Failed, Paused, Validating, Validation failed.
Service Mapping • Traffic-based discovery enhancements

Internal algorithms for traffic-based discovery are enhanced. Service
Mapping triggers additional probes to frequently refresh information
used for traffic-based discovery.
• Improvements in MID Server selection algorithm
In new installs, Service Mapping adopts a new advanced algorithm
that uses updated MID Server selection criteria. For deployments
upgraded to Istanbul from earlier versions, Service Mapping continues
to use the legacy algorithm to choose MID Servers to support service
continuity.

IT Service Management changes
On-Call Scheduling • Calendar display performance: Improvements made to enhance the

response time of the on-call calendar.
• Calendar interaction:
• Clicking an event opens a pop-up that presents actions based on
context.
• Manage Rota replaces the Add item dialog.
• Edit Rota action presents the Rota form.
• Edit span action presents the schedule entry that generated the
event.
• Manage Rota dialog enables start and end dates to be modified for
more preciseness.
Password Reset • New installation software for the Password Reset Windows Application
• Stronger security restrictions and system requirements for the
Password Reset Windows Application
• Improved user experience for the Password Reset Windows
Application. You can now display a password reset link directly on the
Windows login page and can configure the text for the link. The new
configuration settings are:
• URL of the page on your ServiceNow instance that users access
when resetting a password
• GUID of the credential provider that is in use
• Text to display for the password reset link on the Windows login
page
Service Catalog • Required check box: You can mark a check box variable as mandatory
by selecting the Required Checked check box.
• Help text: If you select the Show help option for a variable, you can
use the Instructions field to enter HTML help text. Selecting the
Always Expanded field opens the help text when the form loads
always displaying the help text.
• List v3: Service Catalog currently does not support List v3.

Performance Analytics and Reporting changes
Performance Analytics • Performance Analytics mobile app:

• Performance Analytics for mobile can display real-time scores.
• If defined, Performance Analytics for mobile uses the target color
scheme for an indicator.

• sysparm_include_realtime: include the realtime_enabled and
realtime_value values in the response
• sysparm_include_target_color_scheme: include the
target_color_scheme value in the response
• sysparm_include_forecast_scores: include the forecast_scores
• sysparm_include_trendline_scores: include the trendline_scores
• The API returns the indicator_aggregate element, which is the

value of the indicator Aggregate field.
• Certain visualization names were changed to match those used in

reports.
• The word chart was removed from visualization names.
• Stacked Chart and Stacked Bar were renamed to Stacked Column.
• Breakdown Semi Circle Donut was renamed to Breakdown Semi
Donut.
• Performance Analytics forms always use the List v3 condition builder,

including related list conditions, even if List v3 is disabled for the
instance.
• Newly created automated indicators do not appear as scorecards
by default. Select Publish on Scorecards to show the indicator
scorecard.
• When viewing changes in collected records on the Records tab of
a scorecard, you can select which set of data to view using a Venn
diagram. This Venn diagram replaces the data set choice list.
• The first day of the week in Performance Analytics charts is
determined by the glide.ui.filter.first_day_of_week property instead of
the glide.ui.date_format.first_day_of_week property .
• Users with the pa_data_collector and schedule_admin roles can
cancel a running data collection job.
• Navigating on a scorecard now adds entries to the navigation history.
• You can sort indicators added to a list widget by Label.
• Weekly indicators account for the property
glide.ui.filter.first_day_of_week when determining the week number in
the year.
• Real-time scores use the same formatting as the historical score that
appears when a widget loads.
• The indicator Field field allows you to select only numerical field types
when the Aggregate is any value other than Count or Count distinct.
• The indicator Unit value Time displays values in an easily readable
time format, such as in days, hours, minutes, and seconds.
• Users with the pa_viewer role can©view 2018breakdowns
ServiceNow.andAll breakdown
rights reserved. 549
elements records.
Reporting • You can view and run reports in the mobile app.
• PDF functionality improved:
• A set number of datapoints prevents performance issues and keeps
the Java virtual machine (JVM) from running out of memory.
• Forms exported to PDF with empty translated HTML fields no
longer show an exception.
• When exporting an incident ticket to PDF, all fields are included on
a printer-friendly form.
• PDF export functions for the top layer dataset.
• Use of a set number of datapoints prevents performance issues
and keeps the PDFReportPivot job from running out of memory
when exporting too many rows to PDF.
• The UTC date value field was changed from Date to DateTime, to
prevent a one-day shift in Calendar reports.
• Pivot report and multilevel pivot report titles display. Previously, titles of
these reports did not display in the report builder or on reports added
to homepages.
• Drill down from several report types to a list with a drilldown view
displays the specified drilldown view. Previously, the displayed
drilldown view was the last view used.
• Unauthorized users receive the correct error message when they try to
delete or modify a report.
• The Highlight based on option in calendar reports is now persistent.
• Custom chart creation is now deprecated. Multiple data set
functionality is now found in the report builder when Performance
Analytics Premium is enabled. See Using multiple datasets in a report.
Data collection based on scripts or formulas is now a function of
Performance Analytics. See Performance Analytics data collection and
cleanup.

Dashboards • When responsive canvas is enabled, new dashboards use responsive

canvas and existing dashboards are converted to responsive
canvas. In Helsinki, when responsive canvas was enabled, only new
dashboards used responsive canvas.
• On responsive dashboards, users receive an email notification when a
dashboard is shared with them.
• When responsive canvas is enabled, dashboard functionality is located
under Self-Service > Dashboards, as well as in the Performance
Analytics application.
• All dashboards have an Owner field. Pre-Istanbul dashboards do not
have an owner, but an owner can be assigned to them. Users can
manage sharing for dashboards that they own.
• On responsive dashboards, use the Restrict to roles field to specify
roles required to access the dashboard . Users with any of the
specified roles can access the dashboard if they have been given
access to the dashboard on the dashboard Share pane.
• On responsive dashboards, the right pane must be open to edit, move,
or resize widgets.
• On responsive dashboards, dashboard quick layouts were moved to
the Configuration pane ( ).

• On responsive dashboards, the look-and-feel of the dashboard header
has been updated. Many dashboard actions have been moved to the
context menu ( ).
• On responsive dashboards, add a tab from the Configuration pane
( ) or context menu ( ).
• On responsive dashboards, breakdowns and breakdown element
appear under the dashboard header.
• Only users with access to the Slow Performance Graphs widget
can add this widget to dashboards. Previously, users could add it to
dashboards even if they could not see its content.
• Changes to interactive filters:
• Interactive filter values that you select are persistent, and
remain applied when you navigate away then navigate back to a
dashboard.
• Administrators can set default values for interactive filters.
However, if a user then selects a different value, that selection
becomes persistent and overrides the default for that user.
• Group interactive filters no longer apply filter conditions
automatically on dashboards. After selecting filter conditions in a
group filter, click Apply Filter.
• You can dot-walk to extended fields when configuring interactive
filters.
• When an interactive filter is removed from a dashboard, its
filters are also removed. Previously the filters persisted until the
dashboard was refreshed.
• Default values are applied to interactive filters that are added
to dashboards and in the Share panel preview. Previously, the
defaults were not applied and all choices were selected.
• Content packs are available for the following applications: Application
Portfolio Management, Discovery, Human Resources Service
Security Operations changes
Security Incident • Process definitions: State flows have been changed and renamed to
Response process definitions. Security teams can more easily modify the states
that teams follow within the context of a security incident with more
flexibility when transitioning between states.
• Updated security incident overview: Security Incident Response
Explorer provides a graphical view into security incident activity, so
that security administrators or analysts can quickly pinpoint areas of
concern.
• Dashboard enhancements: You can filter report widgets directly
from a homepage or dashboard without modifying the reports using
interactive filters.
Vulnerability Response • Dashboard enhancements: You can filter report widgets directly
from a homepage or dashboard without modifying the reports using
interactive filters.
• New reports added to overview:
• CIs not Scanned: lists all configuration items that have not yet
been scanned.
• CIs with Vulnerability by Date: lists all configuration items and
their last scanned date.
• New Vulnerable Items: lists vulnerable items created in the last 30
days and which have a Vulnerability Group Risk Accepted value of
true.
• Vulnerability groups: Vulnerability groups have been added for

grouping vulnerable items based on vulnerability, vulnerable item
conditions, or filter group.
• Scan queue for vulnerability scanning: Vulnerability scan requests
submitted to a third-party vulnerability scanning integration are queued
so as not to overload system resources. You can view the status of
queued requests, as needed.
• NVD data feed URLs have changed. Downloads may stall due to
outdated URLs. If you encounter this situation, see KB0683326 for
more information on correcting the issue.
Threat Intelligence • VirusTotal Integration: The VirusTotal integration has been removed
from the Threat Intelligence application and is now a separate plugin
so it can be installed and configured in the same manner as all other
integrations.
• The VirusTotal API Key [sn_ti_virustotal.api_key] property has been
removed from Threat Intelligence properties and is now available from
Security Operations > Integration Configuration.

Security Operations • Qualys scanner integration enhancements:

integrations
• Enhanced ability for processing results from the Qualys scanner.
• Qualys can use Qualys asset groups to determine which Qualys
appliances to use to scan for vulnerabilities when invoking scans
from Qualys integration.
• VirusTotal Integration: The VirusTotal integration is now available

through an orchestration activity and can be initiated within workflows
created by you or available as a standard workflow within the product.
Security Operations • The Qualys Knowledge Base - number of days worth

common functionality of data to retrieve from Qualys server per API request
[sn_vul_qualys.kb.max_delta_days] and Qualys Knowledge Base
- max QIDs to pull in a single API request when backfilling
vulnerability data [sn_vul_qualys.kb.max_backfill_page_size]
properties have been removed from Qualys Cloud Platform properties
and are now available from Security Operations > Integration
Configuration. They have been renamed:
• Number of days of knowledge base data to retrieve per API request
• Max number of QIDs to pull per API request when backfilling
vulnerability data
Service Management changes
Field Service • Agent map support for the mobile user interface: view an agent's
Management location and assigned tasks using My Map on the mobile UI.
Upgrade planning checklist (Istanbul)

Plan and track the activities related to your ServiceNow® instance upgrade. To help ensure that you
complete all the tasks for a successful upgrade, follow the step-by-step instructions in the upgrade
planning checklist to track and plan the upgrade.
Before upgrading to Istanbul, review the Upgrade tasks and notable changes by application or feature on
page 531. For in-depth explanations about upgrades, refer to Upgrade your instance on page 520.
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.
To download a PDF version of this checklist, click here.
Description Yes No N/A
Phase 1 - Read the release notes and plan your upgrade

1 Review the Istanbul release notes on page 5 for

the target ServiceNow feature release and patch, in
addition to product and release documentation.
For Istanbul-specific upgrade considerations, see
Upgrade tasks and notable changes by application
or feature on page 531. Refer to the Known Error
Portal to quickly locate Known Error articles related
to the various releases.
Phase 2 - Prepare for the development instance upgrade

2 Confirm which ServiceNow instances are in-scope
for upgrade.
3 Confirm the instance hosting model. For example,

ServiceNow cloud, on-premise, or off-premise.
4 Confirm your current release version.
5 Confirm your target release version.
6 Based on the Istanbul release notes on page

5 and other release materials, determine new
functionality or notable changes that need to be
validated after the upgrade.
7 Confirm plans to enable or disable features

introduced in the new product release.
8 Review the supported web browsers to determine

browser prerequisites. For example, versions and
types supported, and additional requirements
for new UI versions. Compare these supported
browsers to your corporate standard and identify
any gaps.
9 Create a project plan for cloning, upgrading, and

testing.
10 Identify the core team of testers, power users, and

key stakeholders required to validate functionality
in the ServiceNow instances before and after the
upgrade.
11 Confirm whether there are any internal or

ServiceNow change freeze windows impacting the
timing for environment clones or upgrades. For
example, holidays.

12 Confirm which of the following situations applies to

your ServiceNow non-production instances:
1. Development and testing can be frozen until the
production upgrade is completed.
2. Continued development (and testing) activities
need to continue in a non-production instance
while upgrade, remediation, and testing
activities are performed in parallel on another
instance.
3. Once the final upgrade to your production
instance is complete, the cloning of your final
production instance to your non-production
instance will wait until after the production
upgrade is complete.
13 Confirm the availability of other systems required

for integration testing (key resources and
environments).
14 Confirm whether there are any restrictions in which

ServiceNow instances can be used for integration
testing. For example, an interfacing system is
only set up to access a specific ServiceNow test
instance.
15 Confirm the testing scope and approach.
16 Create a comprehensive test plan including

test cases for all core instance functionality and
integrations.
17 Confirm the method for tracking any defects

identified during testing.
18 Create a high-level implementation plan that covers:

• the sequence and timing to upgrade non-
production and production instances
• the instances to be cloned
• the instance to be used for integration testing.
19 Confirm whether there are any change freeze

windows impacting the timing for environment
clones or upgrades. For example, end quarter.
Responsible: ServiceNow or Customer

20 Determine whether existing internal training

materials, Knowledge Base articles in the customer
instance, or other supporting documentation must
be updated to align with the upgraded version. For
example, changes in functionality or user interface.
21 Optional: Schedule the ServiceNow Configuration

Review, which provides recommendations to align
the customer configurations with ServiceNow best
practices.
Note: There may be a service charge and

require professional services engagement.
22 On your production instance, create a system

clone and select your development instance as the
Target instance. Notify impacted users and internal
stakeholders of the scheduled date/time for cloning
(from production) and upgrade of the non-production
instance.
Note: It is important to test on a system

that reflects the production instance as
closely as possible. If your non-production
and production instances are the same size,
include the production audit log and the
attachment data, and ensure that you have
deselected the exclude options.
Phase 3 - Verify your upgrade configurations and schedule the development instance upgrade in HI
23 Check the configuration of the Upgrade scheduled
job to view how often and when it runs.
24 Verify that the Upgrade sys_trigger is set properly

for upgrading.
25 Verify that the Check Upgrade Script sys_trigger is

set properly for upgrading.
26 Schedule the upgrade in HI.
27 If applicable, request a version entitlement.
Phase 4 - Upgrade and validate the development instance

28 Using the Upgrade Monitor, monitor the upgrade to
your instance and validate that the upgrade to your
development instance is complete.

29 After the upgrade for your development instance

is complete, process the skipped records list in the
Upgrade Monitor.
30 Identify your update sets.
31 Before and after upgrading, run a validation

test on your development instance. Use your
comprehensive test plan to perform functional
testing.
Phase 5 - If applicable: Upgrade and validate your other non-production instances, such as your
test instance
32 On your production instance, create a system clone
and select your development instance as the Target
instance.
33 Schedule the non-production upgrade in HI and

verify your upgrade configurations.
34 Validate that the upgrade to your non-production

instance is complete.
35 Install any optional plugins that were installed on

your development instance.
36 Install any custom applications and post-upgrade fix

scripts that you need.
37 Install update sets.
38 Perform functional testing and monitor the

performance of your instance.
Phase 6 - Prepare to upgrade the production instance

39 Confirm sign-off from IT and Business stakeholders
that all non-production instance defects have been
fixed and validated in update sets.
40 Confirm the core team of key stakeholders required

to validate functionality in the ServiceNow instance
after the production upgrade.
41 Confirm coverage for Day 1 support post-upgrade.
42 Create a Production Upgrade Implementation

Plan that includes all upgrade steps, roles and
responsibilities, communication plans, key contacts,
support coverage for Day 1, and so forth.

43 Schedule a walkthrough and sign-off of the

Implementation Plan with key stakeholders and the
core team.
44 Submit and obtain approvals for change records as

required by the organization change process.
45 Send a communication to key stakeholders and end

users with details for the production upgrade, new
features, and so forth.
46 Profile the performance of your instance before

upgrading.
47 Use the ServiceNow Performance homepage to

document the performance of your instance before
the upgrade.
48 On your clone, perform functional testing and

monitor the performance of your instance.
Phase 7 - Upgrade the production instance

49 Schedule the upgrade in HI.
50 If applicable, request a version entitlement.
51 Monitor the upgrade to your instance and validate

that the upgrade to your production instance is
complete.
52 Apply any update sets and post-upgrade fix scripts

that you have.
53 Validate and test your instance by conducting

user acceptance testing (UAT). Verify with all key
stakeholders that the system is performing properly
after production upgrade, and key functionality is
available.
Upgrade to Istanbul from Geneva

When you upgrade from the Geneva release to the Istanbul release, understand the fixes in each release
version, notable changes for the user interface, browser support, plugin updates, and each feature's
upgrade and migration tasks if applicable.

Release notes for upgrade from Geneva to Istanbul

Before you upgrade from Geneva to Istanbul, read the release notes for information about new features,
notable changes, and fixes to existing functionality.
New features and changes in Helsinki and Istanbul
Each release family contains new functionality. Read to the release notes for details on the new features
and changes in Helsinki and Istanbul.
• Helsinki release notes
• Istanbul release notes on page 5
Patch and hot fix release notes
Patches and hot fixes contain security fixes as well as fixes for products and applications. These fixes are
listed in each family's Available Versions.
• Available versions (Helsinki)
• Available versions (Istanbul) on page 85
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 consider

adding them to your upgrade testing plans. For information on
how to test different instances during upgrades, refer to Upgrade
to Istanbul on page 517.
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 be
implemented in Helsinki, you can start upgrading your instance. For an overview of the upgrade process,
release definitions, and upgrade testing, refer to Upgrade to Istanbul on page 517.
For a step-by-step guide through the upgrade process, refer to Upgrade your instance on page 520 and
the Upgrade planning checklist (Istanbul) on page 553.
User interface in Istanbul

There were no significant user interface changes from Geneva to Istanbul - both releases are displayed in
UI16. List v3 was introduced in Helsinki, and it is available for use in Istanbul.

UI16
The UI16 interface provides an updated look and usability improvements.
Notable features include real-time form updates, user presence, a redesigned application navigator with
tabs for favorites and history, and enhanced activity streams. UI16 is the default user interface for new
instances. For upgraded instances, an administrator must activate UI16.

Figure 1: UI16 user interface

Table 5: UI16 components
Component Description
Banner frame Runs across the top of every page and contains a logo and the following
information, controls, and tools.
• User menu provides options to access your profile and preferences.
Administrators can impersonate users and elevate their security role.
•
Connect sidebar icon ( ): Lets you begin or continue conversations.
This icon is available if Connect is enabled.
•
Global text search icon ( ): Finds records from multiple tables.
•
Help icon ( ): Opens the help panel with embedded help, where
available. If there is no embedded help, it offers help search options.
•
Gear icon ( ): Opens the System settings for the user interface (UI).
Application navigator Also called the left-navigation bar. Provides links to all applications and
modules. See Application navigator.
Content frame Displays information such as lists, forms, homepages, and wizards.
The Edge The Edge is removed in UI16. The collapsed view of the UI16 application
navigator is similar to the Edge.
List v3 in Istanbul
List v2 is the default version of lists and is supported in all versions of the UI. Users with the admin role
can activate List v3, which is supported in UI16 only. Even when List v3 is activated, some UI16 lists may
display 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 v2 and v3 lists
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 is
located 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 Istanbul

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 from
changes to the system.
Notable changes to applications and features
Change Management If you have completed an upgrade from a release prior to Geneva, you
must perform the following tasks after you activate Change Management
core to ensure that change types and customizations are updated.
• If you had created newer change types in addition to the default
change types, then you must customize them based on the new
change types being introduced.
• Modify the customizations that are affected to use the new change type
values.
• If you had the Bulk CI plugin installed, then install the Mass updates
CI plugin for enhanced user experience and alignment with the new
plugins.
For additional upgrade considerations, see Change Management upgrade

instructions.
Computer Telephony The requirements for the sys_cti_rule parameter have changed. See the
Integration (CTI) Computer telephony integration release notes on page 11 for details.
In preparation for your upgrade to Istanbul, ensure that you have a
working CTI integration. Make and test the changes on an upgraded
non-production instance before using the feature in production. For
instructions, see KB0620953.
Connect If you are currently using the legacy chat feature to provide help desk
support, close any open help desk chats before activating Connect
Support. Legacy chat and Connect Support cannot be used concurrently.
When you activate Connect Support, the system automatically sets the
state of all Chat Queue Entry [chat_queue_entry] records to Closed
Complete. This ends any open help desk chats.
Dashboards Review Dashboard upgrade information about enabling responsive

canvas, adjusting customized dashboard layouts, and migrating
permissions after an upgrade.

Discovery • The VMware - vCenter probe that discovered all vCenter objects in
previous releases is deprecated in the Istanbul release and replaced
by multiple probes. For details about the new probes and steps
you need to take to protect your customizations, see vCenter probe
upgrade.
• When you upgrade to Istanbul from a pre-Geneva release, you can
still use the legacy identifiers provided with your instance or switch to
the new CMDB identifiers by setting a system property. It is important
to note that if Service Mapping is active on your instance, the CMDB
identifiers are always used regardless of the property value. For
details, see Discovery identifiers.
• Upgrades to versions prior to Istanbul Patch 5 can take an excessive
amount of time if the Discovery Log [discovery_log] or TCP Connection
[cmdb_tcp] table contains a very large number of records. Upgrade
performance issues occur when the sys_domain and sys_domain_path
fields, used by domain separated systems, are added and populated in
these tables. To improve performance, reduce the number of rows in
the discovery_log or cmdb_tcp table prior to upgrading to ensure they
contain 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 after
the upgrade to repopulate the table.
Event Management During an upgrade to the Istanbul release, a script converts and moves
and Service Analytics Event Management rules and events for the release. Even though this
script runs automatically, there are configuration tasks you must complete
after the upgrade. For more information, see Upgrade tasks for Event
Management on page 50.
Financial Management
Important: If you are Geneva users with the
financial_mgmt_admin, financial_analyst, or financial_mgmt_user
roles, then you cannot access the Cost Transparency and
Financial Planning application menus and modules after you
upgrade to Helsinki. Reassign the new roles to your users.
Financial Management is no longer dependent on IT DataMart or

uses IT DataMart. The DataMart Definitions have been upgraded to
Financial Management Segments in Istanbul. New segments required
for cost model or budget model must henceforth be created in Financial
Management Segments.

GRC: Policy The GRC: UCF Import (com.snc.ucf_import_add_on) plugin was

and Compliance deprecated and replaced by the new GRC: Compliance UCF
Management (com.sn_comp_ucf) plugin. See Policy and Compliance UCF upgrade
instructions on page 36.
Note: If your GRC entitlement date is before December 1, 2016,

you are entitled to a free UCF CCH account for the period of
December 1, 2016 through November 30, 2018. For customers
on Helsinki (Patch 7 and above), or Istanbul and whose effective
GRC entitlement date start on Dec 1, 2016 or after, you need
to sign up for a UCF CCH account and customize your basic
subscription to include API Access. For more information about
establishing a UCF CCH account, see Unified Compliance.
Human Resources If you are an existing HRSM user on a release prior to Istanbul, you
(HR) are using the HRSM Non-Scoped app that is activated with the Human
Resource Application: Core plugin. After an upgrade to Istanbul, you can
Important: If you use Workday Integration, the Human

Resources Application: Workday Integration plugin does not
appear. To activate this plugin, consult your service manager.
Do not activate the Human Resources Scoped App: Workday
Integration plugin.
If you want to migrate to using the new HRSM Scoped app from the
HRSM Non-Scoped app, consult your service manager. For Istanbul,
there are two versions of the HR Service Management application. See
HR Service Management release notes on page 82 for details.
Knowledge Knowledge Management has changed with Knowledge v3, which is

Management enabled by default for all instances. For migration information, see
Knowledge Management v3 migration.
Some of the key differences between Legacy Knowledge and Knowledge
v3 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.

MID Server For details on the following upgrade tasks, see MID Server upgrade to the
Istanbul release.
• To ensure that your MID Servers can upgrade successfully, run a
series of manual tests for free disk space, access to the download
server, and file permissions on the MID Server host.
Important: After all MID Servers have been upgraded to

Geneva or higher, complete the post-upgrade steps listed in
the Workaround section of KB0597396.
• This release introduces features such as application assignment
and changes the way various applications select MID Servers.
For information on how the upgrade handles defined capabilities,
Discovery schedules, IP ranges you have configured, and default MID
Servers for Orchestration, see the reference above.
• In Istanbul, the MID Server can run SSH commands using either
the J2SSH client or the proprietary ServiceNow® SNCSSH
client. When you upgrade from Dublin or earlier, the MID Server
property that controls the SSH client selection is not active in
your upgraded instance, and the MID Server will use the J2SSH
client by default. To enable the SNCSSH client, you must add the
mid.property.ssh.use_snc MID Server property and set it to true.
Instances upgraded from Eureka or later have the SNCSSH client
enabled by default, and no configuration is required. For details, see
MID Server properties.
On-Call Scheduling Upgrading from previous versions is automatic, and all events are
recorded in the upgrade logs (System Diagnostics > Upgrade History).
• The existing On-Call plugin has been changed. When you upgrade, the
plugin changes are applied automatically (this action is not optional).
• The group device functionality is deprecated in favor of a Catch All
person.
• On-call Scheduling replaces the existing business rules for escalations
with escalations based on Graphical Workflow.
• The workflow uses Notification Activities, so it sends emails and not
SMS messages. It must be modified to use Create Events activities to
send SMS messages.
See Upgrade to on-call scheduling for links to other changes that you
should be aware of as you as you transition to on-call scheduling.
Project Portfolio Suite When you upgrade to Istanbul release, some changes are made to the
with Financials resource plans. For details, see Project Portfolio Suite with Financials
upgrade information on page 43.

Reporting Upgrades from earlier versions of the platform must activate the Report
Security plugin manually to avoid overwriting custom ACLs. For instruction
about enabling this plugin either before or after the upgrade, see
Reporting upgrade information.
Report Charting v2 is automatically used, and Reporting v1 can no longer
be used after an instance is upgraded.
The Report Charting v2 plugin uses the Highcharts charting library to
generate reports on the client. This plugin generates all the reports in the
ServiceNow report set.
Note: Scheduled reports, custom charts, and reports saved as

PDF are generated on the server using the Highcharts charting
library. As a result, these types of reports sometimes appear
Service Catalog Changes in the underlying service catalog data model affect the way you
implement multiple service catalogs. These changes are automatic, but
might impact your instance if you have made customizations, such as
changes to the data model. For more information, see Upgrade to multiple
service catalogs.
Service Mapping For instances upgraded from earlier versions to Istanbul, Service
Mapping uses a legacy algorithm to choose a MID Server for a discovery
request. For instructions about configuring a MID Server in an upgraded
instance, see MID Server configuration for Service Mapping in upgraded
deployments and Configure a default MID Server for Service Mapping for
upgraded deployments.
Web Services After upgrading to Helsinki, ServiceNow does not support outbound
connections to TLSv1-only endpoints.
Browser support in Istanbul

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.
Table 6: Browser support for each UI version
UI version Chrome Firefox Internet Microsoft Safari Tablet Phone

support support Explorer Edge support mobile mobile
support support browser browser*
UI16 9 and up 9.1 and up Supported Not

supported
• Edge
mode
is
supported


UI15 9 and up 9.1 and up Supported Supported

• Edge
mode
is
supported
UI11 9 and up 9.1 and up Limited Limited

support support
• Edge
mode
is not
supported
*Mobile phone browsers do not support the desktop version of the UI. Instead, mobile browsers use the
mobile UI.
Internet Explorer web browser notes
Important: Due to significant performance issues, ServiceNow recommends that customers

utilize a modern browser for its products and migrate away from Internet Explorer 11. For more
information, refer to KB0683275.
Windows 7.
• Setting Security Mode to High (via Internet Options > Security tab) is not supported.
• While UI16 and UI15 are supported on Internet Explorer 9, the browser may be slow when performing
some operations. This slowdown does not necessarily indicate a performance degradation in the
instance.
Safari notes
• There is a security issue in some versions of Safari. User credentials may be disclosed to an
unexpected site via auto-fill. For more information, see the Apple security update.
• Starting with Safari 9.1 and future versions of Safari, the leave page / stay on page pop-up message
only displays once.
Exceptions to browser support

Certain applications and features in the Istanbul release have browser requirements that differ from the list
of browsers generally supported by the ServiceNow platform.

Table 7: Platform browser exceptions
Platform features Details
Connect release notes • The latest public release of Firefox or Firefox ESR
on page 14 • The latest public release of Chrome
• 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.
Notifications in Connect are available in Google Chrome, Mozilla Firefox,

and Safari. Internet Explorer does not support Connect notifications.
Some browsers may require additional configuration to allow notifications.
For more information, see Connect notification browser support.
Dependency Views The Dependency Views module supports the latest version or service
release notes on page pack of the following browsers:
15
Mobile release notes Access the mobile web interface from the latest versions of Safari or
on page 18 Chrome on your mobile device.
Notifications release If you are using Internet Explorer, you must use version 9 or later to
notes on page 19 support email links to notification preferences. You can also use any of the
other supported web browsers.
Visual Task Boards • The latest public release of Firefox or Firefox ESR
release notes on page • The latest public release of Chrome
23
• Access Visual Task Boards on your mobile device using either a

browser or the native mobile app. See Mobile app supported devices
for more information.

Table 8: Application development browser exceptions
Details
Script Debugger If you are using Internet Explorer, you must use version 10 or later. You
release notes on page can also use any of the other generally supported web browsers.
27
Studio release notes on Certain application development features in the Istanbul release have
page 27 browser requirements that differ from the list of browsers generally
supported by the ServiceNow platform.
• Bringing Studio into focus by clicking the Studio module requires one
of these browser versions.
• Opening Studio in a new browser tab requires allowing pop-ups from

the instance URL.
Table 9: Business Management browser exceptions
Details
Application Portfolio Internet Explorer version 10 and later.

Management release
notes on page 30
Financial Management If you are using Internet Explorer, version 11 or later (including Edge) is
release notes on page required to use all aspects of the workbench.
31
Project Portfolio Suite If you are using Internet Explorer, version 11 or later (including Edge) is
with Financials release required to use all aspects of the workbenches.
notes on page 40
Table 10: IT Service Management browser exceptions
Details
Change Management The Change Advisory Board (CAB) workbench is available only on
release notes on page Internet Explorer 10 or later versions for customers using Internet
58 Explorer.
On-Call Scheduling The updated calendar view is available on only Internet Explorer 10 or
release notes on page later. Any older versions of Internet Explorer display the legacy calendar
61 view.

Changes to plugins in the Istanbul release

This table lists new plugins in the Istanbul release and existing plugins that were deprecated, renamed, or
changed in some way.
Plugin Status Description Details
Agent Schedule New Enables the agent

calendar feature,
[com.snc.agent_schedule] which agents,
technicians, and
managers can
use to maintain
work schedules,
rotating shifts, and
personal events,
and assign agents
and technicians to
shifts for specific
time periods.
Anonymous Connect Support New Enables consumers

to chat with
[com.glide.connect.anonymous_support] consumer service
agents from the
Consumer Service
Portal without
logging in.
Application Portfolio Management New Helps build Activation: admin

an application
[com.snc.apm] inventory, identify
redundancies, and
cut costs.
Assignment Workbench New Enables users

to assign tasks
[com.snc.assignment_workbench] to individual
agents based on
configurable criteria,
such as availability
and matching skills.
Automated Test Framework New Testing framework Activation: Active

and tools for
[com.glide.automated_testing_framework] creating automated
tests.
Change Management - CAB New The Change Activation: Active

Workbench Advisory Board
(CAB) workbench
[com.snc.change_management.cab] enables a CAB
manager to
schedule, plan,
and manage CAB
meetings.

Chat Planned for Provides real-time Replaced by:

deprecation communication via Connect Chat
[com.glideapp.live] instant messaging
between users in an
instance.
CMDB Dashboard New Reports on CMDB Activation: Active

health.
[com.snc.cmdb.dashboard]
CMDB Group New Provides Activation: Active

configuration
[com.snc.cmdb.group] item grouping
capabilities.
Configuration Automation Planned for Allows you to use • Not available

deprecation Orchestration, for new
[com.snc.configuration_automation] Puppet, and Chef deployments.
to provision and • No longer
configure individual supported after
servers or groups the second
of servers in your feature release
network. following the
Istanbul Market
Launch.
Configuration Automation - Chef Planned for Use configuration • Not available

deprecation item (CI) data to for new
[com.snc.chef] bring Linux or deployments.
Windows computers • No longer
into a desired state. supported after
the second
feature release
following the
Istanbul Market
Launch.
Configuration Automation - Planned for Use CMDB (CI) • Not available

Puppet deprecation data to bring for new
computers into a deployments.
[com.snc.puppet] desired state. • No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Configuration Management For New Enables scoped Activation: Inactive

Scoped Apps (CMDB) apps access to
Identification Engine
[com.snc.cmdb.scoped] APIs.

Connect Support Routing New Activation: Inactive
[com.glide.connect.support.routing]
Consumer Service Portal New The Customer Activation: Inactive

Service Portal is a
[com.glide.service- web interface that
portal.consumer-portal] is based on the
ServiceNow Service
Portal application
Customer Service Social New Support case Activation: Inactive

Integration resolution through
social media
[com.sn_cs_social] communication
channels.
Database Column Offrow New UI/Script elements Activation: Inactive

Migration to allow for
compatible columns
[com.glide.db.offrow_migration] to be moved offrow.
Delegated Dev User New Delegated Activation: Active

Administration development allows
non-administrators
[com.sn_dd_user_admin] to develop
applications on
the ServiceNow
platform.
Email Service New Email Service Activation: Active

installs the Email
[com.glide.email.service] API on the instance.
Email Unsubscribe New Administrators can Activation: Active

add unsubscribe
[com.glide.email_unsubscribe] links to notifications
so that users can
stop receiving
particular email
messages
Field Service with Project New Enables Activation: Inactive

Management Field Service
Management
[com.snc.wm_ppm] integration with
the Project
Management
application.

Field Service with Project New Provides Activation: Inactive

Management Demo demonstration data
for the Field Service
[com.snc.wm_ppm_demo] Management
integration with
the Project
Management
application
Field Service - Signature Pad New Create PDFs for Activation: Inactive
closed work orders
[com.snc.wo_signature_pad] that include the
name and signature
of the customer and
a summary of the
completed work.
Guided Setup for Performance New Provides customers Activation: Active

Analytics with visual guidance
to configure
[com.snc.pa.guided_setup] Performance
Analytics.
GRC: Compliance UCF New Allows users to Activation:

download authority Requires
[com.sn_comp_ucf] documents from subscription
the UCF Common
Controls Hub
website.
GRC: Performance Analytics New Provides an Activation:

Premium Integration integration between Requires
Performance subscription
[com.sn_grc_pa] Analytics and the
Risk Management
and Policy and
Compliance
Management
applications,
providing more
insight into
organizational risk
and compliance
performance.
GRC: UCF Import Planned for Provided GRC: Replaced by: GRC:
deprecation Policy and Compliance UCF
[com.snc.ucf_import_add_on] Compliance [com.sn_comp_ucf]
Management
with the ability
to download
regulatory content
and common
controls from the
Unified Compliance
Framework (UCF).

GRC: Workbench New Allows users to map Activation:

out and visualize Requires
[com.sn_grc_workbench] operational subscription
dependencies and
risks. It enables
consistent risk
mapping and
modeling across the
enterprise.
Human Resources Application: Planned for • Not available

Core deprecation for new
deployments.
[com.snc.hr.core]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

HR Connect deprecation for new
deployments.
[com.snc.hr.hr_connect]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

Performance Analytics deprecation for new
deployments.
[com.snc.hr.pa]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.


Reporting Overview deprecation for new
deployments.
[com.glideapp.report.hr.overview]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

Service Portal deprecation for new
deployments.
[com.snc.hr.service_portal]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

Workday Integration deprecation for new
deployments.
[com.snc.hr.wday]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Human Resources Scoped App: New Provides case Activation:

Core and change Requires
management for the subscription
[com.sn_hr_core] Human Resources
application.
Human Resources Scoped App: New Prevents non-HR Activation:

Security employees from Requires
viewing sensitive subscription
[com.snc.hr.scoped_security] HR information.
Human Resources Scoped App: New Provides the Activation:

Service Portal Human Resources Requires
service portal subscription
[com.sn_hr_service_portal]

Human Resources Scoped App: New Provides automatic Activation:

Workday Integration updates of HR Requires
application tables subscription
[com.sn_hr_wday] from a linked
Workday instance.
I18N: Korean Translations Planned for Localizes content • Not available

deprecation into Korean. for new
[com.snc.i18n.korean]
deployments.
• No additional
translations will
be added after
this release.
Integration - Altiris 2.0 Planned for Provides one • Not available

deprecation direction import of for new
[com.snc.integration.altiris2] the Altiris data into deployments.
the CMDB. • No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
ITOM Metric Management New Operational Activation:

Metrics learns from Requires
[com.snc.sa.metric] historical metric subscription
data, and builds
standard statistical
models to project
expected metric
values along with
upper and lower
control bounds.
Operational Metrics
then uses these
projections to detect
statistical outliers
and to calculate
anomaly scores.
JSDebugger New ServiceNow Activation: Active

server side scripts
[com.glide.glide-js-debugger] debugger
JS Debugger controllers and API New Provides API, Activation: Active

REST endpoints,
[com.glide.glide-js-debugger-api] AMB channels for
controlling and
communicating with
the server-side JS
Debugger.

Orchestration - Asset Lease New Provides the Activation:

Management software lease Requires
functionality for subscription
[com.snc.orchestration.asset_lease_management] Client Software
Distribution. Allows
users to select the
start and end dates
of software leases
and to request
an extension of a
lease.
Orchestration - Probe New Provides the Probe Activation:

activity pack. Requires
[com.snc.orchestration.probe] These activities run subscription
ServiceNow probes
on target hosts
to return specific
information.
Orchestration - Runtime New Enables other Activation:

applications on Activated
[com.snc.runbook_automation.runtime] the platform, automatically with
such as Security other applications
Incident Response
Management
(SIRM), to automate
tasks without
requiring an
Orchestration
subscription.
Outbound HTTP Log New Provides outbound Activation: Active

request logging to
[com.glide.outbound_http_log] log basic, elevated,
or all HTTP request
and response
information for
specific domains.
Performance Analytics - Content New Provides Activation:

Pack - Application Portfolio dashboards for Requires
Management Application Portfolio subscription
Management
[com.snc.pa.apm] developed with
the Performance
Analytics Premium
product.
Performance Analytics - Content New Performance Activation:

Pack - Discovery Analytics content Requires
pack for Discovery subscription
[com.snc.pa.discovery] out-of-the-box KPIs.

Performance Analytics – Content New Provides Activation:

Pack – Human Resources Performance Requires
Scoped App Analytics reports for subscription
Scoped HR.
[com.sn_hr_pa]
Performance Analytics - Content Planned for • Not available

Pack - Human Resources deprecation for new
deployments.
[com.snc.pa.hr_core]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Performance Analytics - Context Planned for • Not available

Sensitive Analytics for Human deprecation for new
Resources deployments.
[com.snc.pa.hr.context_sensitive_analytics] • No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Personal Task Management Planned for • Not available

deprecation for new
[com.flide.ui.m.pt]
deployments.
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Responsive Dashboards New Easily create, Activation: Active

modify and share
[com.glideapp.dashboards] dashboards using
responsive and
dynamic widget
layouts.

Security Incident Response GRC Planned for • Not available

Support deprecation for new
deployments.
[com.snc.security_incident.grc]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Security Incident Response Event Planned for • Not available

Management support deprecation for new
deployments.
[com.snc.security_incident.itom]
• Replaced with
Security Incident
Response
[com.snc.security_incident]
and Event
Management
[com.glideapp.itom.snac].
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Security Operations Palo Alto New Provides the Activation:

Networks – AutoFocus ability to integrate Requires
the ServiceNow subscription
[com.snc.secops.paloalto.autofocus] Security Incident
Response
application with the
Palo Alto Networks
AutoFocus.

Networks Integration ability to integrate Requires
[com.snc.secops.paloalto] Security Incident
Response
Palo Alto Networks
Firewall application.


Networks - WildFire ability to integrate Requires
[com.snc.secops.paloalto.wildfire] Security Incident
Response
Palo Alto Networks
WildFire application.
Security Operations QRadar New Provides the Activation:

Integration ability to integrate Requires
[com.snc.secops.qradar] Security Incident
Response
application with
QRadar SIEM data.
Security Operations Tanium New Provides the Activation:

[com.snc.secops.tanium] Security Incident
Response
application with
Tanium data.
Security Support Orchestration New Provides an Activation:

integration of Requires
[com.snc.secops.orchestration] Security Operations subscription
with Orchestration
to allow the
facilitation of
workflow activities
within Security
Incident Response,
Threat Intelligence
or Vulnerability
Response.
Server-side JavaScript Debugger New Allows application Activation: Active

developers and
[com.glide.debugger] administrators to
efficiently debug
scripts that drive
the applications
they develop and
support.
Service Analytics Activation change Enhances Event Activation:

Management Activated with Event
[com.snc.sa.analytics] with alert data Management
analysis and alert
aggregation for
services.

Service Catalog Manager New Provides utility Activation: Active

for managing
[com.snc.sc_catalog_manager] categories,
catalog items, and
Knowledge Base
links for Service
Catalogs
Service Portal Surveys New Service Portal Activation:

Surveys and Requires
[com.glide.service-portal.survey] Assessments subscription
Subscription Administration Base New Activation: Active
[com.snc.usage_admin.base]
UI11 Planned for Provides version Replaced by: UI15

deprecation 11 of the user and UI16.
[com.glide.ui11] interface.
VirusTotal Integration New Enables the Activation:

VirusTotal Requires
[com.snc.threat.virustotal] scanner in Threat subscription
Intelligence.
Changes to plugins in the Istanbul release

This table lists new plugins in the Istanbul release and existing plugins that were deprecated, renamed, or
changed in some way.
Agent Schedule New Enables the agent

calendar feature,
[com.snc.agent_schedule] which agents,
technicians, and
managers can
use to maintain
work schedules,
rotating shifts, and
personal events,
and assign agents
and technicians to
shifts for specific
time periods.
Anonymous Connect Support New Enables consumers

to chat with
[com.glide.connect.anonymous_support] consumer service
agents from the
Consumer Service
Portal without
logging in.

Application Portfolio Management New Helps build Activation: admin

an application
[com.snc.apm] inventory, identify
redundancies, and
cut costs.
Assignment Workbench New Enables users

to assign tasks
[com.snc.assignment_workbench] to individual
agents based on
configurable criteria,
such as availability
and matching skills.
Automated Test Framework New Testing framework Activation: Active

and tools for
[com.glide.automated_testing_framework] creating automated
tests.
Change Management - CAB New The Change Activation: Active

Workbench Advisory Board
(CAB) workbench
[com.snc.change_management.cab] enables a CAB
manager to
schedule, plan,
and manage CAB
meetings.
Chat Planned for Provides real-time Replaced by:

deprecation communication via Connect Chat
[com.glideapp.live] instant messaging
between users in an
instance.
CMDB Dashboard New Reports on CMDB Activation: Active

health.
[com.snc.cmdb.dashboard]
CMDB Group New Provides Activation: Active

configuration
[com.snc.cmdb.group] item grouping
capabilities.
Configuration Automation Planned for Allows you to use • Not available

deprecation Orchestration, for new
[com.snc.configuration_automation] Puppet, and Chef deployments.
to provision and • No longer
configure individual supported after
servers or groups the second
of servers in your feature release
network. following the
Istanbul Market
Launch.

Configuration Automation - Chef Planned for Use configuration • Not available

deprecation item (CI) data to for new
[com.snc.chef] bring Linux or deployments.
Windows computers • No longer
into a desired state. supported after
the second
feature release
following the
Istanbul Market
Launch.
Configuration Automation - Planned for Use CMDB (CI) • Not available

Puppet deprecation data to bring for new
computers into a deployments.
[com.snc.puppet] desired state. • No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Configuration Management For New Enables scoped Activation: Inactive

Scoped Apps (CMDB) apps access to
Identification Engine
[com.snc.cmdb.scoped] APIs.
Connect Support Routing New Activation: Inactive
[com.glide.connect.support.routing]
Consumer Service Portal New The Customer Activation: Inactive

Service Portal is a
[com.glide.service- web interface that
portal.consumer-portal] is based on the
ServiceNow Service
Portal application
Customer Service Social New Support case Activation: Inactive

Integration resolution through
social media
[com.sn_cs_social] communication
channels.
Database Column Offrow New UI/Script elements Activation: Inactive

Migration to allow for
compatible columns
[com.glide.db.offrow_migration] to be moved offrow.

Delegated Dev User New Delegated Activation: Active

Administration development allows
non-administrators
[com.sn_dd_user_admin] to develop
applications on
the ServiceNow
platform.
Email Service New Email Service Activation: Active

installs the Email
[com.glide.email.service] API on the instance.
Email Unsubscribe New Administrators can Activation: Active

add unsubscribe
[com.glide.email_unsubscribe] links to notifications
so that users can
stop receiving
particular email
messages
Field Service with Project New Enables Activation: Inactive

Management Field Service
Management
[com.snc.wm_ppm] integration with
the Project
Management
application.
Field Service with Project New Provides Activation: Inactive

Management Demo demonstration data
for the Field Service
[com.snc.wm_ppm_demo] Management
integration with
the Project
Management
application
Field Service - Signature Pad New Create PDFs for Activation: Inactive
closed work orders
[com.snc.wo_signature_pad] that include the
name and signature
of the customer and
a summary of the
completed work.
Guided Setup for Performance New Provides customers Activation: Active

Analytics with visual guidance
to configure
[com.snc.pa.guided_setup] Performance
Analytics.
GRC: Compliance UCF New Allows users to Activation:

download authority Requires
[com.sn_comp_ucf] documents from subscription
the UCF Common
Controls Hub
website.

GRC: Performance Analytics New Provides an Activation:

Premium Integration integration between Requires
Performance subscription
[com.sn_grc_pa] Analytics and the
Risk Management
and Policy and
Compliance
Management
applications,
providing more
insight into
organizational risk
and compliance
performance.
GRC: UCF Import Planned for Provided GRC: Replaced by: GRC:
deprecation Policy and Compliance UCF
[com.snc.ucf_import_add_on] Compliance [com.sn_comp_ucf]
Management
with the ability
to download
regulatory content
and common
controls from the
Unified Compliance
Framework (UCF).
GRC: Workbench New Allows users to map Activation:

out and visualize Requires
[com.sn_grc_workbench] operational subscription
dependencies and
risks. It enables
consistent risk
mapping and
modeling across the
enterprise.

Core deprecation for new
deployments.
[com.snc.hr.core]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.


HR Connect deprecation for new
deployments.
[com.snc.hr.hr_connect]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

Performance Analytics deprecation for new
deployments.
[com.snc.hr.pa]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

Reporting Overview deprecation for new
deployments.
[com.glideapp.report.hr.overview]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

Service Portal deprecation for new
deployments.
[com.snc.hr.service_portal]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.


Workday Integration deprecation for new
deployments.
[com.snc.hr.wday]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Human Resources Scoped App: New Provides case Activation:

Core and change Requires
management for the subscription
[com.sn_hr_core] Human Resources
application.
Human Resources Scoped App: New Prevents non-HR Activation:

Security employees from Requires
viewing sensitive subscription
[com.snc.hr.scoped_security] HR information.
Human Resources Scoped App: New Provides the Activation:

Service Portal Human Resources Requires
service portal subscription
[com.sn_hr_service_portal]
Human Resources Scoped App: New Provides automatic Activation:

Workday Integration updates of HR Requires
application tables subscription
[com.sn_hr_wday] from a linked
Workday instance.
I18N: Korean Translations Planned for Localizes content • Not available

deprecation into Korean. for new
[com.snc.i18n.korean]
deployments.
• No additional
translations will
be added after
this release.
Integration - Altiris 2.0 Planned for Provides one • Not available

deprecation direction import of for new
[com.snc.integration.altiris2] the Altiris data into deployments.
the CMDB. • No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

ITOM Metric Management New Operational Activation:

Metrics learns from Requires
[com.snc.sa.metric] historical metric subscription
data, and builds
standard statistical
models to project
expected metric
values along with
upper and lower
control bounds.
Operational Metrics
then uses these
projections to detect
statistical outliers
and to calculate
anomaly scores.
JSDebugger New ServiceNow Activation: Active

server side scripts
[com.glide.glide-js-debugger] debugger
JS Debugger controllers and API New Provides API, Activation: Active

REST endpoints,
[com.glide.glide-js-debugger-api] AMB channels for
controlling and
communicating with
the server-side JS
Debugger.
Orchestration - Asset Lease New Provides the Activation:

Management software lease Requires
functionality for subscription
[com.snc.orchestration.asset_lease_management] Client Software
Distribution. Allows
users to select the
start and end dates
of software leases
and to request
an extension of a
lease.
Orchestration - Probe New Provides the Probe Activation:

activity pack. Requires
[com.snc.orchestration.probe] These activities run subscription
ServiceNow probes
on target hosts
to return specific
information.

Orchestration - Runtime New Enables other Activation:

applications on Activated
[com.snc.runbook_automation.runtime] the platform, automatically with
such as Security other applications
Incident Response
Management
(SIRM), to automate
tasks without
requiring an
Orchestration
subscription.
Outbound HTTP Log New Provides outbound Activation: Active

request logging to
[com.glide.outbound_http_log] log basic, elevated,
or all HTTP request
and response
information for
specific domains.
Performance Analytics - Content New Provides Activation:

Pack - Application Portfolio dashboards for Requires
Management Application Portfolio subscription
Management
[com.snc.pa.apm] developed with
the Performance
Analytics Premium
product.
Performance Analytics - Content New Performance Activation:

Pack - Discovery Analytics content Requires
pack for Discovery subscription
[com.snc.pa.discovery] out-of-the-box KPIs.
Performance Analytics – Content New Provides Activation:

Pack – Human Resources Performance Requires
Scoped App Analytics reports for subscription
Scoped HR.
[com.sn_hr_pa]
Performance Analytics - Content Planned for • Not available

Pack - Human Resources deprecation for new
deployments.
[com.snc.pa.hr_core]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

Performance Analytics - Context Planned for • Not available

Sensitive Analytics for Human deprecation for new
Resources deployments.
[com.snc.pa.hr.context_sensitive_analytics] • No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Personal Task Management Planned for • Not available

deprecation for new
[com.flide.ui.m.pt]
deployments.
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.
Responsive Dashboards New Easily create, Activation: Active

modify and share
[com.glideapp.dashboards] dashboards using
responsive and
dynamic widget
layouts.
Security Incident Response GRC Planned for • Not available

Support deprecation for new
deployments.
[com.snc.security_incident.grc]
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

Security Incident Response Event Planned for • Not available

Management support deprecation for new
deployments.
[com.snc.security_incident.itom]
• Replaced with
Security Incident
Response
[com.snc.security_incident]
and Event
Management
[com.glideapp.itom.snac].
• No longer
supported after
the second
feature release
following the
Istanbul Market
Launch.

Networks – AutoFocus ability to integrate Requires
[com.snc.secops.paloalto.autofocus] Security Incident
Response
Palo Alto Networks
AutoFocus.

Networks Integration ability to integrate Requires
[com.snc.secops.paloalto] Security Incident
Response
Palo Alto Networks
Firewall application.

Networks - WildFire ability to integrate Requires
[com.snc.secops.paloalto.wildfire] Security Incident
Response
Palo Alto Networks
WildFire application.
Security Operations QRadar New Provides the Activation:

[com.snc.secops.qradar] Security Incident
Response
application with
QRadar SIEM data.

Security Operations Tanium New Provides the Activation:

[com.snc.secops.tanium] Security Incident
Response
application with
Tanium data.
Security Support Orchestration New Provides an Activation:

integration of Requires
[com.snc.secops.orchestration] Security Operations subscription
with Orchestration
to allow the
facilitation of
workflow activities
within Security
Incident Response,
Threat Intelligence
or Vulnerability
Response.
Server-side JavaScript Debugger New Allows application Activation: Active

developers and
[com.glide.debugger] administrators to
efficiently debug
scripts that drive
the applications
they develop and
support.
Service Analytics Activation change Enhances Event Activation:

Management Activated with Event
[com.snc.sa.analytics] with alert data Management
analysis and alert
aggregation for
services.
Service Catalog Manager New Provides utility Activation: Active

for managing
[com.snc.sc_catalog_manager] categories,
catalog items, and
Knowledge Base
links for Service
Catalogs
Service Portal Surveys New Service Portal Activation:

Surveys and Requires
[com.glide.service-portal.survey] Assessments subscription
Subscription Administration Base New Activation: Active
[com.snc.usage_admin.base]
UI11 Planned for Provides version Replaced by: UI15

deprecation 11 of the user and UI16.
[com.glide.ui11] interface.

VirusTotal Integration New Enables the Activation:

VirusTotal Requires
[com.snc.threat.virustotal] scanner in Threat subscription
Intelligence.
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.
Table 11: Browser support for each UI version

UI16 9 and up 9.1 and up Supported Not

supported
• Edge
mode
is
supported
UI15 9 and up 9.1 and up Supported Supported

• Edge
mode
is
supported
UI11 9 and up 9.1 and up Limited Limited

support support
• Edge
mode
is not
supported
*Mobile phone browsers do not support the desktop version of the UI. Instead, mobile browsers use the
mobile UI.
Internet Explorer web browser notes
Important: Due to significant performance issues, ServiceNow recommends that customers

utilize a modern browser for its products and migrate away from Internet Explorer 11. For more
information, refer to KB0683275.
Windows 7.


• Setting Security Mode to High (via Internet Options > Security tab) is not supported.
• While UI16 and UI15 are supported on Internet Explorer 9, the browser may be slow when performing
some operations. This slowdown does not necessarily indicate a performance degradation in the
instance.
Safari notes
• There is a security issue in some versions of Safari. User credentials may be disclosed to an
unexpected site via auto-fill. For more information, see the Apple security update.
• Starting with Safari 9.1 and future versions of Safari, the leave page / stay on page pop-up message
only displays once.
Exceptions to browser support

Certain applications and features in the Istanbul release have browser requirements that differ from the list
of browsers generally supported by the ServiceNow platform.
Table 12: Platform browser exceptions
Connect release notes • The latest public release of Firefox or Firefox ESR
on page 14 • The latest public release of Chrome
Notifications in Connect are available in Google Chrome, Mozilla Firefox,

and Safari. Internet Explorer does not support Connect notifications.
Some browsers may require additional configuration to allow notifications.
For more information, see Connect notification browser support.
Dependency Views The Dependency Views module supports the latest version or service
release notes on page pack of the following browsers:
15
Mobile release notes Access the mobile web interface from the latest versions of Safari or
on page 18 Chrome on your mobile device.

Notifications release If you are using Internet Explorer, you must use version 9 or later to
notes on page 19 support email links to notification preferences. You can also use any of the
other supported web browsers.
Visual Task Boards • The latest public release of Firefox or Firefox ESR
release notes on page • The latest public release of Chrome
23
• Access Visual Task Boards on your mobile device using either a

browser or the native mobile app. See Mobile app supported devices
for more information.
Table 13: Application development browser exceptions
Details
Script Debugger If you are using Internet Explorer, you must use version 10 or later. You
release notes on page can also use any of the other generally supported web browsers.
27
Studio release notes on Certain application development features in the Istanbul release have
page 27 browser requirements that differ from the list of browsers generally
supported by the ServiceNow platform.
• Bringing Studio into focus by clicking the Studio module requires one
of these browser versions.
• Opening Studio in a new browser tab requires allowing pop-ups from

the instance URL.
Table 14: Business Management browser exceptions
Details
Application Portfolio Internet Explorer version 10 and later.

Management release
notes on page 30

Details
Financial Management If you are using Internet Explorer, version 11 or later (including Edge) is
release notes on page required to use all aspects of the workbench.
31
Project Portfolio Suite If you are using Internet Explorer, version 11 or later (including Edge) is
with Financials release required to use all aspects of the workbenches.
notes on page 40
Table 15: IT Service Management browser exceptions
Details
Change Management The Change Advisory Board (CAB) workbench is available only on
release notes on page Internet Explorer 10 or later versions for customers using Internet
58 Explorer.
On-Call Scheduling The updated calendar view is available on only Internet Explorer 10 or
release notes on page later. Any older versions of Internet Explorer display the legacy calendar
61 view.
Accessibility 508 compliance

The instance includes features that support several specifications in Section 508 of the US compliance
code to make the interface accessible to users with disabilities.
ServiceNow® products are developed with the goal of adhering to the accessibility guidelines and principles
which are set by the Section 508 Amendment to the Rehabilitation Act of 1973 and the Web Content
Accessibility Guidelines (WCAG) 2.0 Level A. The assistive technologies JAWS, NVDA, and VoiceOver are
used to test ServiceNow products.
The Istanbul Voluntary Product Accessibility Template (VPAT) document details accessibility features and
limitations according to Section 508 standards.
Voluntary Product Accessibility Template

This page details the level of accessibility support for the Istanbul release, according to Section 508 of
the US compliance code. This information is extracted from the official Voluntary Product Accessibility
Template (VPAT) document.
Date: December 2016
Product Name: ServiceNow Service Automation
Product Version Number: Istanbul
Vendor Company Name: ServiceNow
Vendor Contact Name: ServiceNow Compliance
Vendor Contact Email: compliance@servicenow.com

Table 16: Summary table
Criteria Level of Support & Supporting Remarks and Explanations

Features
Section 1194.21 Software Supports with exceptions

Applications and Operating
Systems
Section 1194.22 Web-based Supports with exceptions
Internet Information and
Applications
Section 1194.23 Not Applicable
Telecommunications Products
Section 1194.24 Video and Not Applicable
Multi-media Products
Section 1194.25 Self- Not Applicable
Contained, Closed Products
Section 1194.26 Desktop and Not Applicable
Portable Computers
Section 1194.31 Functional Supports with exceptions
Performance Criteria
Section 1194.41 Information, Supports
Documentation and Support

Section 1194.21 Software Applications and Operating Systems - Detail

Features
(a) When software is designed Supports with Exceptions •

Header links, buttons, and
to run on a system that has a search input are keyboard
keyboard, product functions accessible.
shall be executable from a • The application navigator is
keyboard where the function keyboard accessible.
itself or the result of performing
• Lists and forms are
a function can be discerned
keyboard accessible.
textually.
• Unintended scrolling or
focus occurs on lists while
navigating with keyboard.
• Context menus, recent
searches and some dialogs
are not keyboard accessible.
• Visual task boards are not
• The default ESS portal is not
fully keyboard accessible.
• Some buttons and controls
on the reporting homepage
are not keyboard accessible.
• Some buttons do not have
proper text to be read by a
screen reader.
• The transaction timer widget
cannot be read by a screen
reader.
• Items cannot be removed
from an embedded list on a
form without a keyboard.
• The “More information”
link on catalog items is not
accessible with a keyboard.
• Some chat controls are not
• Some form buttons and
on-call Rotation are not
• Some pickers are not
• Some fields and links are
not keyboard accessible.
• News area automatically
scrolls and cannot be
paused.
• Some interface elements are
not keyboard accessible.
• Legends for certain user
interface elements cannot
be read by screen readers.
• Some text is not identified by
screen readers.

Features
(b) Applications shall not Supports with Exceptions • Form elements use default
disrupt or disable activated focus indicators.
features of other products that • Some specific pages do
are identified as accessibility not display default focus
features, where those features indicators.
are developed and documented
• On lists and forms, the
according to industry standards.
keyboard focus moves to
Applications also shall not
the first editable field on a
disrupt or disable activated
loaded page. New users
features of any operating
may find this confusing.
system that are identified as
accessibility features where
the application programming
interface for those accessibility
features has been documented
by the manufacturer of the
operating system and is
available to the product
developer.
(c) A well-defined on-screen Supports with Exceptions • Visible focus indicators are
indication of the current focus exposed for the currently
shall be provided that moves displayed element.
among interactive interface • Focus state is accessible to
elements as the input focus Assistive Technology.
changes. The focus shall be
• Visible focus indicators are
programmatically exposed so
not exposed for many items
that Assistive Technology can
on the default ESS portal
track focus and focus changes.
page.
• Form tabs do not have a
visible focus state.
• The What’s New dialog
does not handle focus
appropriately and is difficult
to close without a mouse.
• Many dialogs move
the keyboard focus
appropriately but do not trap
keyboard focus within them.
• Visual focus is not provided
for CMS portal header
elements
• Focus is not moving to edit
field when adding tags
• Focus does not remain in
dialog box until closed Some
elements do not show the
default focus indicator


Features
(d) Sufficient information Supports with Exceptions • Alternative text is defined for
about a user interface element most images.
including the identity, operation • Reference field
and state of the element autocomplete suggestions
shall be available to Assistive are not accessible to
Technology. When an image Assistive Technology. Users
represents a program element, of Assistive Technology can
the information conveyed by the use the reference lookup
image must also be available in icon to fill in reference fields.
text.
• Some page messaging
elements are not accessible
to Assistive Technology.
• Some supplementary
buttons are not correctly
identified to Assistive
Technology.
• Programmatic structure
does not portray visual
structure. Some pages do
not have clear heading,
label, or title text elements.
Examples include the email
client, homepages, and the
default ESS portal.
• Some information is not
provided while navigating
home pages, such as the
widget title, or how to edit or
remove the widgets.
• User presence status
is not read by assistive
technologies.
• Some changes are not read
by assistive technologies
• Some alternative text
for image-links are not
consistent
• Screen readers can have
confusing navigation for
some page elements.
• Some buttons do not have
alternative text
• Some elements and widgets
do not have roles assigned
making it inaccessible to
Assistive Technology


Features
(e) When bitmap images Supports The product uses a consistent

are used to identify controls, set of icons throughout the
status indicators, or other interface. Where images are
programmatic elements, the used to convey consistent
meaning assigned to those meanings, the images display
images shall be consistent the same alternative text.
throughout an application's
performance.
(f) Textual information shall Supports Textual information is
be provided through operating accessible to Assistive
system functions for displaying Technology.
text. The minimum information
that shall be made available
is text content, text input caret
location, and text attributes.
(g) Applications shall not Supports with exceptions The product can be viewed with
override user selected contrast Windows High Contrast Mode
and color selections and other and Mac OSX contrast features.
individual display attributes.
In legacy interfaces, some
bitmap images may display
poorly with contrast features
enabled.
(h) When animation is Supports Very few animations are used.

displayed, the information shall Alternative text is specified for
be displayable in at least one animations.
non-animated presentation
mode at the option of the user.


Features
(i) Color coding shall not Supports with Exceptions In older versions of Microsoft
be used as the only means Internet Explorer (IE7-8),
of conveying information, mandatory fields are designated
indicating an action, prompting with a colored indicator.
a response, or distinguishing a The field state is accessible
visual element. to Assistive Technology.
The indicator colors can
be customized to be black
and white. Alternative text is
provided to convey information.
Some info and error
notifications cannot be
differentiated by color blind.
Some elements are
indistinguishable when some
dashboards or maps are in high
contrast mode.
Some color icons for
differentiating state do not have
corresponding message for
screen reader.
Color contrast ratio does not
meet 4,5:1
Poor contrast on some items
Missing underline for some link
styles make links difficult to see
for color blind users.
(j) When a product permits a Supports with Exceptions Many basic product colors can
user to adjust color and contrast be customized, such as the
settings, a variety of color banner frame, banner color,
selections capable of producing and certain elements in form
a range of contrast levels shall headers. These may be used
be provided. in a way that does not hinder
contrast tools.
Setting any of the colors on the
BODY or A elements you must
set all of them.
(k) Software shall not use Supports There are no flashing or

flashing or blinking text, objects, blinking objects within the
or other elements having a flash platform.
or blink frequency greater than
2 Hz and lower than 55 Hz.


Features
(l) When electronic forms Supports with Exceptions • All form fields have labels
are used, the form shall and are accessible to
allow people using Assistive Assistive Technology.
Technology to access the • All form submission buttons
information, field elements, are accessible to Assistive
and functionality required for Technology.
completion and submission of
• Some read-only input fields
the form, including all directions
are not focusable when
and cues.
using Assistive Technology.
• Some search controls,
fields, buttons, and forms
are not identified or have
labels that do not adequately
describe their use.
• Some form fields disabled
by system policy do not
have proper labels or are not
recognized.
• The email client, the default
ESS portal, homepages, and
homepage gauges lack clear
headings and labels. These
pages, gauges, and popups
are not accessible via
screen readers or keyboard.
• The list filter button does not
properly indicate whether
the filter is collapsed or
expanded.
• Filter breadcrumbs are not
read accurately by screen
reader
• For search results, the
number of results in each
category are not part of the
link text
• Some links, list items, and
reference fields cannot be
read by screen reader.

Table 17: Section 1194.22 Web-based Intranet

and Internet information and Applications - Detail

Features
(a) A text equivalent for Supports Alternative text is specified for

every non-text element shall non-text elements.
be provided (e.g., via "alt",
"longdesc", or in element
content).
(b) Equivalent alternatives for Not applicable The product does not use video
any multimedia presentation or audio.
shall be synchronized with the
presentation.
(c) Web pages shall be Supports
designed so that all information
conveyed with color is also
available without color, for
example from context or
markup.
(d) Documents shall be Supports with Exceptions • Some pages display
organized so they are readable confusing/unnecessary
without requiring an associated elements without style
style sheet. sheets.
• Use semantic markup
like STRONG instead of
using the CSS font-weight
property
• Some pages display text
out of order with style sheet
turned off
(e) Redundant text links shall Supports Alternative text is defined for
be provided for each active image regions on reports.
region of a server-side image
map.
(f) Client-side image maps shall Supports Client-side image maps are
be provided instead of server- provided for charts and reports.
side image maps except where
the regions cannot be defined
with an available geometric
shape.
(g) Row and column headers Supports Tables use body tags
shall be identified for data appropriately to distinguish
tables. between headers and content.
(h) Markup shall be used to Not applicable Multiple rows of column
associate data cells and header headers are not used.
cells for data tables that have
two or more logical levels of row
or column headers.


Features
(i) Frames shall be titled with Supports with Exceptions Frames have title attributes
text that facilitates frame that accurately describe their
identification and navigation. purpose.
(j) Pages shall be designed to Supports with Exceptions There are no objects that flash
avoid causing the screen to or blink at frequencies greater
flicker with a frequency greater than 2 Hz or lower than 55 Hz
than 2 Hz and lower than 55 within the platform.
Hz.
(k) A text-only page, with Not applicable No such page is present
equivalent information or because the content is
functionality, shall be provided sufficiently accessible to users.
to make a web site comply
with the provisions of this part,
when compliance cannot be
accomplished in any other
way. The content of the text-
only page shall be updated
whenever the primary page
changes.
(l) When pages utilize scripting Supports with Exceptions • Content created by script
languages to display content, contains text that is
or to create interface elements, accessible to Assistive
the information provided by the Technology.
script shall be identified with • Chat messages received in
functional text that can be read real time are not accessible
by Assistive Technology. to Assistive Technology.
• Some content reads
confusing/additional
information
• Certain messages are
not accessible for screen
readers.
(m) When a web page requires Not applicable Applets, plug-ins, or other
that an applet, plugin or other applications are not required to
application be present on the use the product.
client system to interpret page
content, the page must provide
a link to a plugin or applet that
complies with 1194.21 rows (a)
through (l).


Features
(n) When electronic forms are Supports with Exceptions • All form fields have labels
designed to be completed on- and are accessible to
line, the form shall allow people Assistive Technology.
using Assistive Technology to • All form submission buttons
access the information, field are accessible to Assistive
elements, and functionality Technology.
required for completion and
• Some field decorations are
submission of the form,
accessed out of order from
including all directions and
their respective fields when
cues.
using Assistive Technology.
• Some text fields are
rendered as edit field
• Some fields and buttons are
not part of the tab order
(o) A method shall be provided Supports Skip links are provided at the
that permits users to skip top of the page to lead users
repetitive navigation links. to significant areas of the
interface.
(p) When a timed response Supports The product requires no timed
is required, the user shall be responses.
alerted and given sufficient
time to indicate more time is
required.
Table 18: Section 1194.23 Telecommunications Products - Detail

Features
(a) Telecommunications Not applicable

products or systems which
provide a function allowing
voice communication and
which do not themselves
provide a TTY functionality
shall provide a standard non-
acoustic connection point for
TTYs. Microphones shall be
capable of being turned on and
off to allow the user to intermix
speech with TTY use.
(b) Telecommunications Not applicable
products which include voice
communication functionality
shall support all commonly
used cross-manufacturer non-
proprietary standard TTY signal
protocols.


Features
(c) Voice mail, auto-attendant, Not applicable

and interactive voice response
telecommunications systems
shall be usable by TTY users
with their TTYs.
(d) Voice mail, messaging, Not applicable
auto- attendant, and
interactive voice response
telecommunications systems
that require a response from a
user within a time interval, shall
give an alert when the time
interval is about to run out, and
shall provide sufficient time for
the user to indicate more time is
required.
(e) Where provided, caller Not applicable
identification and similar
telecommunications functions
shall also be available for users
of TTYs, and for users who
cannot see displays.
(f) For transmitted voice signals, Not applicable
telecommunications products
shall provide a gain adjustable
up to a minimum of 20 dB. For
incremental volume control, at
least one intermediate step of
12 dB of gain shall be provided.
(g) If the telecommunications Not applicable
product allows a user to
adjust the receive volume, a
function shall be provided to
automatically reset the volume
to the default level after every
use.
(h) Where a Not applicable
telecommunications product
delivers output by an audio
transducer which is normally
held up to the ear, a means
for effective magnetic
wireless coupling to hearing
technologies shall be provided.


Features
(i) Interference to hearing Not applicable

technologies (including hearing
aids, cochlear implants, and
assistive listening devices)
shall be reduced to the lowest
possible level that allows a
user of hearing technologies to
utilize the telecommunications
product.
(j) Products that transmit Not applicable
or conduct information or
communication, shall pass
through cross-manufacturer,
non-proprietary, industry-
standard codes, translation
protocols, formats or other
information necessary to
provide the information or
communication in a usable
format. Technologies which use
encoding, signal compression,
format transformation, or similar
techniques shall not remove
information needed for access
or shall restore it upon delivery.
(k) (1) Products which have Not applicable
mechanically operated controls
or keys shall comply with the
following: Controls and Keys
shall be tactilely discernible
without activating the controls
or keys.
or keys shall comply with the
following: Controls and Keys
shall be operable with one
hand and shall not require tight
grasping, pinching, twisting of
the wrist. The force required to
activate controls and keys shall
be 5 lbs. (22.2N) maximum.
or keys shall comply with
the following: If key repeat is
supported, the delay before
repeat shall be adjustable to
at least 2 seconds. Key repeat
rate shall be adjustable to 2
seconds per character.


Features

or keys shall comply with
the following: The status of
all locking or toggle controls
or keys shall be visually
discernible, and discernible
either through touch or sound.
Table 19: Section 1194.24 Video and Multi-media Products - Detail

Features
(a) All analog television displays Not applicable

13 inches and larger, and
computer equipment that
includes analog television
receiver or display circuitry,
shall be equipped with
caption decoder circuitry
which appropriately receives,
decodes, and displays closed
captions from broadcast, cable,
videotape, and DVD signals.
As soon as practicable, but
not later than July 1, 2002,
widescreen digital television
(DTV) displays measuring at
least 7.8 inches vertically, DTV
sets with conventional displays
measuring at least 13 inches
vertically, and stand-alone DTV
tuners, whether or not they are
marketed with display screens,
and computer equipment
that includes DTV receiver
or display circuitry, shall be
equipped with caption decoder
circuitry which appropriately
receives, decodes, and displays
closed captions from broadcast,
cable, videotape, and DVD
signals.
(b) Television tuners, including Not applicable
tuner cards for use in
computers, shall be equipped
with secondary audio program
playback circuitry.


Features
(c) All training and informational Not applicable

video and multimedia
productions which support
the agency's mission,
regardless of format, that
contain speech or other audio
information necessary for
the comprehension of the
content, shall be open or closed
captioned.
(d) All training and informational Not applicable
video and multimedia
productions which support the
agency's mission, regardless
of format, that contain visual
information necessary for the
comprehension of the content,
shall be audio described.
(e) Display or presentation Not applicable
of alternate text presentation
or audio descriptions shall
be user-selectable unless
permanent.
Table 20: Section 1194.25 Self-Contained, Closed Products - Detail

Features
(a) Self contained products Not applicable

shall be usable by people with
disabilities without requiring an
end-user to attach Assistive
Technology to the product.
Personal headsets for private
listening are not Assistive
Technology.
(b) When a timed response Not applicable
is required, the user shall be
alerted and given sufficient
time to indicate more time is
required.
(c) Where a product utilizes Not applicable
touchscreens or contact-
sensitive controls, an input
method shall be provided that
complies with 1194.23 rows (k)
(1) through (4).


Features
(d) When biometric forms of Not applicable

user identification or control
are used, an alternative form
of identification or activation,
which does not require the user
to possess particular biological
characteristics, shall also be
provided.
(e) When products provide Not applicable
auditory output, the audio signal
shall be provided at a standard
signal level through an industry
standard connector that will
allow for private listening. The
product must provide the ability
to interrupt, pause, and restart
the audio at anytime.
(f) When products deliver Not applicable
voice output in a public area,
incremental volume control
shall be provided with output
amplification up to a level of at
least 65 dB. Where the ambient
noise level of the environment
is above 45 dB, a volume gain
of at least 20 dB above the
ambient level shall be user
selectable. A function shall be
provided to automatically reset
the volume to the default level
after every use.
(g) Color coding shall not Not applicable
be used as the only means
of conveying information,
indicating an action, prompting
a response, or distinguishing a
visual element.
(h) When a product permits Not applicable
a user to adjust color and
contrast settings, a range of
color selections capable of
producing a variety of contrast
levels shall be provided.
(i) Products shall be designed Not applicable
to avoid causing the screen to
flicker with a frequency greater
than 2 Hz and lower than 55
Hz.


Features
(j) (1) Products which are Not applicable

freestanding, non-portable,
and intended to be used in
one location and which have
operable controls shall comply
with the following: The position
of any operable control shall
be determined with respect
to a vertical plane, which is
48 inches in length, centered
on the operable control, and
at the maximum protrusion of
the product within the 48 inch
length on products which are
operable controls.
with the following: Where any
operable control is 10 inches
or less behind the reference
plane, the height shall be 54
inches maximum and 15 inches
minimum above the floor.
with the following: Where any
operable control is more than
10 inches and not more than
24 inches behind the reference
plane, the height shall be 46
inches maximum and 15 inches
minimum above the floor.
with the following: Operable
controls shall not be more than
24 inches behind the reference
plane.

Table 21: Section 1194.26 Desktop and Portable Computers - Detail

Features
(a) All mechanically operated Not applicable

controls and keys shall comply
with 1194.23 rows (k) (1)
through (4).
(b) If a product utilizes Not applicable
touchscreens or touch-operated
controls, an input method shall
be provided that complies with
1194.23 rows (k) (1) through
(4).
(c) When biometric forms of Not applicable
user identification or control
are used, an alternative form
of identification or activation,
which does not require the user
to possess particular biological
characteristics, shall also be
provided.
(d) Where provided, at least Not applicable
one of each type of expansion
slots, ports and connectors
shall comply with publicly
available industry standards.
Table 22: Section 1194.31 Functional Performance Criteria - Detail

Features
(a) At least one mode of Supports with Exceptions The product can be used by
operation and information users of Assistive Technology
retrieval that does not require that has been implemented
user vision shall be provided, for use by the blind or visually
or support for Assistive impaired.
Technology used by people
who are blind or visually Some fonts do not resize
impaired shall be provided. correctly.
Some icons break when font is
resized.


Features
(b) At least one mode of Supports The product can be operated

operation and information using magnification software.
retrieval that does not require Additionally, the product has
visual acuity greater than been tested using magnification
20/70 shall be provided in features of modern web
audio and enlarged print browsers.
output working together or
independently, or support for
Assistive Technology used
by people who are visually
impaired shall be provided.
(c) At least one mode of Supports User hearing is not required to
operation and information use the product.
retrieval that does not require
user hearing shall be provided,
or support for Assistive
who are deaf or hard of hearing
shall be provided.
(d) Where audio information Not applicable
is important for the use of a
product, at least one mode
of operation and information
retrieval shall be provided in an
enhanced auditory fashion, or
support for assistive hearing
devices shall be provided.
(e) At least one mode of Not applicable
operation and information
retrieval that does not require
user speech shall be provided,
or support for Assistive
with disabilities shall be
provided.
(f) At least one mode of Supports Fine motor control or
operation and information simultaneous actions are not
retrieval that does not required to use the product.
require fine motor control or
simultaneous actions and that is
operable with limited reach and
strength shall be provided.

Table 23: Section 1194.41 Information, Documentation and Support - Detail

Features
(a) Product support Supports • Official product

documentation provided to end- documentation is available
users shall be made available in on the ServiceNow Product
alternate formats upon request, Documentation site.
at no additional charge. • The product supports
alternative sources to be
specified for documentation.
If specific documentation is
needed, it may be authored
to cater to specific needs of
end-users.
(b) End-users shall have Supports Electronic versions of

access to a description of the accessibility features can be
accessibility and compatibility provided upon request.
features of products in alternate
formats or alternate methods
upon request, at no additional
charge.
(c) Support services for Supports Support is delivered via email,
products shall accommodate phone, or by accessing HI.
the communication needs of
end-users with disabilities.

Istanbul ServiceNow Index
Index
A rules
import 51, 52
Accessibility 508 Compliance 599, 599 upgrade 50
activation information 49 Event Management changes and new features 49
Agile Development
release notes 29
API
F
release notes 5 FeatureName
Application administration release notes 12
release notes 26 Field Service Management
Application Portfolio Management release notes 84
release notes 30 Financial Management
Assessments and Surveys release notes 31
release notes 10
Audit Management
release notes 39 H
authentication
how to upgrade 517
release notes 9
HR Service Management Non-scoped
Automated Test Framework
release notes 82
release notes 10
Scoped 82
B
I
browser requirements 570, 597
Import and export
release notes 17
C Istanbul
release notes 5
Change Management release notes 58 ITSM guided setup
Cloud Management changes 45 release notes 60
Computer telephony integration
release notes 11
Connect K
release notes 14
Core platform
release notes 17
release notes 15
Credentials release notes 56
Customer Service Management M
release notes 80
MID Server release notes 55
migration procedures 517
D mobile
release notes 18
Dashboards
release notes 72
delegated development N
release notes 26
Dependency Views new features for Cloud Management 45
release notes 15 new plugins in Istanbul 573, 584
deprecated plugins 573, 584 Notifications
Discovery release notes 47 release notes 19
E O
Email Service ODBC
release notes 16 release notes 515, 515, 516
Event Management On-call scheduling
manual service release notes 61
import 52 Orchestration Core release notes 53

P Security Incident Response 75

Security Operations Common 79
Password Reset Security Operations Integrations 78
release notes 63 Service Catalog 64
patching 517 Service Mapping 57
Performance Analytics Service Portal 21
release notes 66 Studio 27
Performance Analytics upgrade information 74 Subscription Management 65
platform security Threat Intelligence 77
release notes 20 Time Card Management 44
Policy and Compliance Management Time Cards 44
release notes 34 user interface 22
pre-upgrade procedures 517 User interface 559
Project Portfolio Suite with Financials Visual Task Boards 23
release notes 40 Vulnerability Response 76
upgrade information 43 Web services 25
Workflow 26
release notes for Change Management 58
Q release notes for Credentials 56
QPP 517 Release notes for Discovery 47
release notes for Orchestration Core 53
Release notes MID Server 55
R renamed plugins 573, 584
Reporting
release notes 34
release notes 68
Release notes
Reporting upgrade information 69
Agile Development 29
resolving upgrade conflicts 517
API 5
Resource Management
Application administration 26
upgrade information 43
Application Portfolio Management 30
Resource Plan
Assessments and Surveys 10
Audit Management 39
Risk Management
authentication 9
release notes 39
Automated Test Framework 10
Computer telephony integration 11
Connect 14 S
Core platform 15
Customer Service Management 80 Script Debugger
Dashboards 72 release notes 27
delegated development 26 Section 508
Dependency Views 15 US compliance code 599, 599
Email Service 16 Security Incident Response
FeatureName 12, 34 release notes 75
Field Service Management 84 Security Operations Common
Financial Management 31 release notes 79
HR Service Management Non-scoped 82 Security Operations Integrations
Import and export 17 release notes 78
Istanbul 5 Service Analytics changes 49
ITSM guided setup 60 Service Catalog
Knowledge Management 17 release notes 64
mobile 18 Service Mapping
notifications 19 release notes 57
ODBC 515, 515, 516 Service Portal
On-call scheduling 61 release notes 21
Password Reset 63 Studio
Performance Analytics 66 release notes 27
platform security 20 Subscription Management
Policy and Compliance Management 34 release notes 65
Project Portfolio Suite with Financials 40
Reporting 68 T
Risk Management 39
Scoped 82 Threat Intelligence
Script Debugger 27 release notes 77

Time Card
release notes 44
U
upgrade and migration tasks 565
upgrade history 517
Upgrade information
Project Portfolio Suite with Financials 43
upgrade instance 517
upgrade to Helsinki 558
US compliance code
Section 508 599, 599
user interface
browser support 596
release notes 22
User interface
release notes 559
V
Visual Task Boards
release notes 23
Voluntary Product Accessibility Template 599, 599
VPAT 599
Vulnerability Response
release notes 76
W
Web services
release notes 25
Workflow
release notes 26

Servicenow Istanbul Release Notes

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06/12/2018

Istanbul Release Notes

Istanbul release notes................................................................................................................................. 5

© 2018 ServiceNow. All rights reserved. iii

Istanbul release notes

Features and changes by product

New feature in Istanbul

The Istanbul release includes a new platform feature.

Updated features and products

ServiceNow Platform release notes

API release notes

• ServiceNow API: Platform feature - active by default.

Additional requirements for the Email API

© 2018 ServiceNow. All rights reserved. 5

New in the Istanbul release

Changed in this release

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

© 2018 ServiceNow. All rights reserved. 6

GlideElement setPhoneNumber() and

GlideDateTime getUserFormattedLocalTime() and

© 2018 ServiceNow. All rights reserved. 7

© 2018 ServiceNow. All rights reserved. 8

GlideForm isLiveUpdating(), submit(String verb)

Removed in this release

Authentication release notes

New in the Istanbul release

OAuth ServiceNow instances support authorization code

Changed in this release

© 2018 ServiceNow. All rights reserved. 9

Automated Test Framework

Platform feature - activated by user with the admin role.

Assessments and Surveys release notes

Platform feature - active by default.

© 2018 ServiceNow. All rights reserved. 10

New in the Istanbul release

Survey widget A survey can be taken from Service Portal.

Changed in this release

Computer telephony integration release notes

The requirements for the sys_cti_rule parameter have changed.

© 2018 ServiceNow. All rights reserved. 11

Changed in this release

• sysparm_cti_rule parameter change: The parameter specified must be a function defined in

*** WARNING *** Security restricted: User tried to run update(String

Configuration Management Database (CMDB) release notes

New in the Istanbul release

© 2018 ServiceNow. All rights reserved. 12

scriptable APIs to retrieve the CI list and apply

CMDB groups A collection of CIs that you can use to apply CI

Changed in this release

• Identification and Reconciliation:

© 2018 ServiceNow. All rights reserved. 13

Class Label Class Label

Operating-system-level Virtualization cmdb_ci_oslv_container

Connect release notes

Istanbul upgrade information

• The latest public release of Firefox or Firefox ESR

© 2018 ServiceNow. All rights reserved. 14

New in the Istanbul release

Changed in this release

• General Connect enhancements

• Connect Support enhancements

Core platform release notes

New in the Istanbul release

Changed in this release

* WARNING * Security restricted: User tried to run update(String