Servicenow Newyork Release Notes

New York Release Notes
Last updated: September 18, 2019

ServiceNow New York Table of Contents
Table of Contents
New York release notes............................................................................................................................. 5

Features and changes by product.................................................................................................5
Analytics, Intelligence, and Reporting release notes.........................................................6
Customer Service Management release notes................................................................ 20
Finance Close Automation release notes......................................................................... 29
Governance, Risk, and Compliance (GRC) release notes............................................. 30
HR Service Delivery release notes...................................................................................... 35
IT Business Management release notes............................................................................. 44
IT Operations Management release notes........................................................................58
IT Service Management release notes.............................................................................. 70
ServiceNow mobile release notes...................................................................................... 96
Now Platform administration release notes.....................................................................101
Now Platform App Engine release notes.........................................................................108
Now Platform capabilities release notes......................................................................... 117
Now Platform User Interface release notes..................................................................... 145
Service Management release notes................................................................................146
Security Operations release notes.................................................................................... 146
Software Asset Management release notes................................................................... 152
Release notes summaries for New York features....................................................................... 158
Upgrade information for all New York features and products...................................... 158
New features and products in New York.........................................................................166
Changes to New York features and products................................................................ 170
Removed features and products in New York................................................................ 172
Activation information for all New York features and products.................................... 173
Additional requirements for all New York features and products................................. 183
Browser requirements for all New York features and products......................................183
Accessibility information for all New York features and products................................. 184
Product localization information in New York................................................................. 186
Available patches and hot fixes................................................................................................. 186
New York Patch 1 Hot Fix 1............................................................................................... 188
New York Patch 1............................................................................................................... 189
New York security and notable fixes................................................................................ 223
All other New York fixes......................................................................................................286
ODBC Driver patch release notes.................................................................................... 373
Personalized PRB release notes for upgrades to New York...................................................... 376
Upgrade to New York................................................................................................................... 381
Upgrade your instance...................................................................................................... 386
Pre- and post-upgrade tasks for various products......................................................... 399
Upgrade planning checklist (New York)..........................................................................408
Upgrade to New York from Kingston.......................................................................................... 413
Release notes for upgrade from Kingston to New York................................................. 414
New York user interface.....................................................................................................415
Notable changes for upgrades from Kingston to New York..........................................420
Changes to plugins from Kingston to New York..............................................................442
Browser support in New York.............................................................................................468
Upgrade to New York from London............................................................................................470
Release notes for upgrade from London to New York...................................................470
New York user interface.....................................................................................................471
Notable changes for upgrades from London to New York........................................... 477
Changes to plugins from London to New York...............................................................494
© 2019 ServiceNow, Inc. All rights reserved.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. iii
Browser support in New York.............................................................................................520
Changes to plugins in the New York release.............................................................................522
Generally supported browsers..................................................................................................... 548
Exceptions to browser support.......................................................................................... 549
Accessibility and compliance......................................................................................................549
ServiceNow Accessibility Conformance Report............................................................. 550
Index......................................................................................................................................................... 580
ServiceNow New York New York release notes
New York release notes

The ServiceNow® New York release contains new functionality and fixes to existing functionality.
Patch releases and hotfixes provide problem fixes and are released on an as-needed schedule.
Path to successful upgrades
Learn - Find out what's new and changed in New York
• Release notes summaries for New York features

• Features and changes by product
• Changes to plugins in the New York release
• Generally supported browsers
• Accessibility and compliance
Prepare - Choose your target version and prepare for your upgrade
• Available patches and hot fixes

• Pre- and post-upgrade tasks for various products
Upgrade - Review the upgrade process and upgrade your instance
• Upgrade to New York

• Upgrade your instance
• Upgrade planning checklist (New York)
Features and changes by product

Review the new features and changes in this release by product.

and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated. 5
New features and products in New York
The New York release includes new features and products.

• Dynamic Translation
• Finance Close Automation
• Guided App Creator
• ITOM Visibility
• ITOM Health
• Investment Funding
• Instance Data Replication
• Mobile Onboarding app
• Now Mobile app
• Vendor Manager Workspace
Updated features and products
Other products were changed and updated in the New York release. For more information, refer
to the release notes topics, which are organized by product area.
Analytics, Intelligence, and Reporting release notes

Analytics, Intelligence, and Reporting have new and updated features in the New York release.
Dashboards release notes

ServiceNow® Dashboards product enhancements and updates in the New York release.
New York upgrade information
Responsive dashboards enabled by default on upgrade to New York

Responsive dashboards are now enabled automatically upon upgrade to New York. Responsive
dashboards have a more intuitive interface and are easier to share and edit than non-responsive
dashboards. For more information, see the following topics:
• Differences between homepages and responsive and non-responsive dashboards
• Working with responsive dashboards
If your instance requires non-responsive dashboard functionality, you can disable responsive
dashboards.
New in the New York release
Multiple element selection on breakdown dashboards

On breakdown dashboards, users can select breakdown elements to filter the visualizations on
that dashboard. You can now filter certain widgets and reports on these dashboards by more
than one breakdown element. Previously you could filter breakdown dashboards by only one
breakdown element. For example, on the Incident daily 7-day – 28-day dashboard, which is

configured with the Incident.Category breakdown source, you can filter the dashboard by the
Inquiry/Help, Network, and Software categories.
For more information about configuring widgets to support multiple element selection, see Using
breakdowns on dashboards.
Activation information
Now Platform® feature active by default.

Accessibility information
Accessibility has been improved in the following areas:

• The Dashboard overview page search box focus is more visible.
• Edit widget, invite new users, and export to PDF functionality accessible at 200% zoom.
• Insufficient color contrast fixed throughout dashboards, including messages, search boxes,
widget icons, and sharing panel.
Related ServiceNow applications and features
Performance Analytics
Performance Analytics is an in-platform Analytics application that enables you to create
management dashboards, report on KPIs and metrics, and answer key business questions to help
increase quality and reduce the costs of Service Delivery.
Reporting
ServiceNow® Reporting enables you to create and distribute reports that show the current state
of instance data, such as how many open incidents of each priority there are.
Predictive Intelligence
Predictive Intelligence is a platform function that provides a layer of artificial intelligence that
empowers features and capabilities across ServiceNow applications to provide better work
experiences.
Virtual Agent
Virtual Agent is a platform for providing user assistance through conversations within a
messaging interface.
Natural Language Understanding release notes

ServiceNow® Natural Language Understanding is a new platform capability in the New York
release.
Natural Language Understanding (NLU) provides an NLU model builder and an NLU inference
service that you can use to enable the system to learn and respond to human-expressed intent.
By entering natural language examples into the system, you help it understand word meanings
and contexts so it can infer user or system actions.
Natural Language Understanding features
NLU model builder

Use the NLU model builder to create morphological representations of language. These models
enable you to identify intents (what you want to do or what you want your application to
handle) and entities (the context or details for an action) expressed in natural language. Any
ServiceNow application can invoke an NLU model to get an inference of intents and entities in
a given utterance. For a description of this tool and how you can use it, see Natural Language
Understanding.
Create an NLU model

Create an NLU model that the system uses to recognize and process user utterances, intentions
(intents), and objects of, or contexts for, an action (entities). Train the model dataset iteratively
using utterance examples so that the system predicts the optimal intent output for a new
utterance.
Create an NLU intent
Create one or more intents for your NLU model based on utterance examples of what a user
might say related to the intent.
Create a simple entity
Create one or more simple entities from words in your utterance examples. An entity is an object
of, or context for, an action.
Annotating entities
When you create an NLU entity, you can annotate it with synonyms and other definitions. Learn
the details required for you to annotate list and pattern entities properly.
Using regular expressions in entities
Learn how to use regular expressions in your NLU entities to create patterns that help the system
match, locate, and manage certain text.
Train and test your NLU model
Train and test your model iteratively so that its intents and entities are validated and compiled,
and your model is assigned a version number.
Publish your NLU model
Publish your model so that its most recent version is active.
Activate the NLU model builder

Activate two natural language understanding (NLU) plugins and the Predictive Intelligence
plugin so that Natural Language Understanding is active in your instance.
Browser requirements
For optimal performance on the Now Platform, use the NLU model builder in the latest release of
Chrome, Safari, Firefox, and Edge. NLU model builder isn't supported in Internet Explorer.
All NLU screens are WCAG-A and WCAG-AA compliant, with keyboard and screen reader
support. Accessibility details for NLU utterances and entity annotations include the following.
• You can tab to an utterance and use Arrow keys to move across words in the utterance.
Pressing the Space or Enter key on a word opens the picker.
• Search is in focus by default.
• For Simple Entities on an utterance, the Down arrow selects the first item in the left panel of the
picker.
• For the first listed entity in the picker, the Right arrow selects the first item in the next panel to
the right.

• The Up/Down arrow takes you to the previous or next item, respectively.
• Pressing the Space or Enter key selects that item and moves the focus to the first item in the
next panel to the right.
• Pressing Shift + Tab on the search field returns focus to the selected word and extends the
selection range with the Shift + arrow keys.
Localization information
Natural Language Understanding is only available in the English language.
Virtual Agent
Virtual Agent administrators can configure a Virtual Agent Designer conversation flow to
consume NLU models so that agent chatbots can better understand user statements in the
conversation.
Predictive Intelligence
The NLU inference service is included in the Predictive Intelligence plugin.
Performance Analytics release notes

ServiceNow® Performance Analytics product enhancements and updates in the New York
release.
ServiceNow® Performance Analytics is an in-platform Analytics application that enables you to
create management dashboards, report on KPIs and metrics, and answer key business questions
to help increase quality and reduce the costs of Service Delivery.
Multiple element selection on breakdown dashboards

On breakdown dashboards, users can select breakdown elements to filter the visualizations on
that dashboard. You can now filter certain widgets and reports on these dashboards by more
than one breakdown element. Previously you could filter breakdown dashboards by only one
breakdown element. For example, on the Incident daily 7-day – 28-day dashboard, which is
configured with the Incident.Category breakdown source, you can filter the dashboard by the
Inquiry/Help, Network, and Software categories.

For more information about configuring widgets to support multiple element selection, see Using
breakdowns on dashboards.
Performance Analytics and Reporting for Agent Workspace

The Performance Analytics and Reporting product for Agent Workspace integrates certain
visualizations from widgets and reports to show views into current-state data or key performance
indicators over time. An admin configures widgets and reports for agents to view on dashboards.
Agents can see their cases by way of trend line, column, and score visualizations within Agent
Workspace.

Changed in this release
Improved time series aggregation support

You can now apply a year-to-date or a by-year time series aggregation to indicators that have
daily or weekly data collection. For example, if you create a widget for the "Number of open
incidents" indicator, which has daily data collection, you can select By year SUM for the time
series aggregation for that widget.
Time series widgets with the relative compare visualization support breakdown dashboards
If you have a time series widget with the Relative Compare visualization, and you put it on a
breakdown dashboard, you can now configure the widget to follow the breakdown elements
that a dashboard user selects. Previously, time series widgets with the Relative Compare
visualization could not follow elements on breakdown dashboards.
For more information about breakdown dashboards, see Using breakdowns on dashboards.
Domain separation with Spotlight

Spotlight jobs now follow the access, visibility, and domain hierarchy of the Spotlight group Run
as user. You can thus enforce data separation between business entities, customers, or sub-
organizations that use Spotlight.
A user sees only the Spotlight records that reference the evaluated records within the domains of
that user.
Spotlight: Copy Spotlight group to other domains

You can copy a Spotlight group to other domains. This feature saves you from having to create
the Spotlight group manually multiple times for multiple domains.
Spotlight: Copy Spotlight group to breakdown elements
You can copy a Spotlight group to multiple elements of one breakdown. This feature saves
you from having to create the Spotlight group manually multiple times for multiple breakdown
elements.
Removed in this release
On interactive breakdown dashboards, the dropdown list that allows you to select only one
breakdown element is removed on upgrade. This list is replaced with a new menu that allows
multiple elements to be selected. For more information, see the "New in the New York release"
section.
Now Platform® feature — Complimentary Performance Analytics for Incident Management is

active by default.
• Full Performance Analytics functionality requires a separate subscription. For more information,
see Get licensed Performance Analytics.
Accessibility has been improved in the following areas:

• Color contrast increased on multiple UI elements in widgets and the Analytics Hub.
• Zoom size on Analytics Hub.
• Screen reader support improved.
• Analytics Hub popup buttons can be closed using esc.
• Hover and focus improved.
Agent Workspace
An admin can configure Agent Workspace to use Performance Analytics and Reporting
widgets and reports, enabling agents to see score and trend data visualizations of their cases
and incidents. Using Performance Analytics and Reporting in Agent Workspace requires the
Agent Workspace plugin (com.snc.agent_workspace) in addition to the Performance Analytics
application.
Predictive Intelligence release notes

ServiceNow® Predictive Intelligence product enhancements and updates in the New York release.
Predictive Intelligence is a platform function that provides a layer of artificial intelligence that
empowers prediction and similarity capabilities across ServiceNow applications to provide better
work experiences. Previously named Agent Intelligence, it has expanded its machine-learning
frameworks, infrastructure, and consumption across the Now Platform®. For more information on
the feature, see Predictive Intelligence.
The quick start tests for Predictive Intelligence are recommended for any upgrades.
Homepage
The Homepage appears in the application navigator when you navigate to Predictive
Intelligence, and includes a summary of frameworks for classification, similarity, and clustering
solutions. You can create, train, and test solutions directly from the page so you can quickly
understand the basic functionality of how a machine-learning solution works. A summary of the
latest trained solution is also available.
Clustering framework
The clustering framework takes a large group of records, such as historic incidents, and groups
them based on how similar they are based on specific fields that you configure. The system
automatically assigns these records to existing clusters as new records come in based on a
configured frequency, and are reclustered at periodic intervals. A scatter plot is provided so you
can visualize active clusters, and APIs are available to access current cluster assignments. To see
how clustering can help you to more easily identify major incidents by grouping similar incidents
together, see Create and train a clustering solution
Quick start tests for Predictive Intelligence

Test whether Predictive Intelligence works after changes like upgrades or new applications.
Run quick start tests to verify that Predictive Intelligence still works. If you customized Predictive
Intelligence, you have to copy the quick start tests and configure them for your customizations.
Centralized prediction server

A new centralized prediction service is now used for predictions in a shared service architecture
with increased memory. Hosted in multiple datacenters and able to run multiple models
simultaneously, this architecture enables the system to support larger-sized models, as well
as customer-independent models such as Syntaxnet, which is required for natural language
understanding.
Removal of classification class limit
In previous releases, the threshold for classification solution processing was set to 50 classes per
solution. In this release, the fixed limit of 50 classes per solution is removed so that all classes can
be modeled for a given dataset.
Visualization for classification solution statistics
A custom bubble chart is provided for better visualization of statistics for trained solutions so you
can compare the coverage-to-precision measures of individual classes and their relative sizes
and identify any classes that require retuning.
International language support
Previous releases supported these languages for classification solutions: English, French, German,
Japanese, Dutch, Spanish, and Italian, while similarity solutions were available only in English. In
this release, Italian and Brazilian Portuguese are also supported, and all of these languages are
collectively supported for both classification and similarity solutions.
Word corpus creation
The word corpus is now a reusable object that you can apply to your similarity or clustering
solution so it can compare similar records in a table or across multiple tables. For example, in
a similarity solution you can locate similar resolved incidents to help agents resolve incoming
incidents. To see how a word corpus can help you locate relevant KB articles to resolve a given
incident, see Create and train a similarity solution.
Comparing different document types
Similarity solutions are enhanced so you can compare different record and document types
across multiple tables, such as an incident record and a knowledge article. Specific techniques
are also developed that enable the system to compare small text with large text.
Predictive Intelligence is included in the following packages: ITSM Professional, CSM Professional,
HR Professional, HR Enterprise, ITOM Standard, ITOM Professional, ITOM Enterprise, ITAM Professional,
and Standalone Event Management. When you subscribe to any of these packages, you can
activate Predictive Intelligence on your production instance.

For optimal performance on the ServiceNow platform, use Predictive Intelligence in the latest
release of Chrome.
You can specify international languages for processing in both classification and similarity solution
definition forms. All languages you choose in these forms are applied and persist during solution
training and prediction.
Agent Workspace
Agent Workspace administrators can configure Predictive Intelligence machine learning
solutions as search sources in the Agent Assist button on the Agent Workspace Contextual
Sidebar. Predictive Intelligence can help to surface similar incidents, cases, and problems for
agents using a combination of contextual search and machine learning.
Natural Language Understanding
The Natural Language Understanding inference service is included in the Predictive Intelligence
plugin.
Reporting release notes

ServiceNow® Reporting product enhancements and updates in the New York release.
With Reporting, you can create and share visualized reports on the current-state metrics that
matter for your business objectives.
Performance Analytics and Reporting for Agent Workspace

The Performance Analytics and Reporting product for Agent Workspace integrates certain
visualizations from widgets and reports to show views into current-state data or key performance
indicators over time. An admin configures widgets and reports for agents to view on dashboards.
Agents can see their cases by way of trend line, column, and score visualizations within Agent
Workspace.
Predict transform supported in MetricBase

You can choose to graph predicted data alongside real data. The Predict transform compares
the predicted time-series data generated by a model to real data.
Column view access control for list reports
To protect sensitive data, a system property allows an admin to prevent users from adding
certain columns to list reports. This ensures that specified users or groups aren’t able to view
or export this data in reports. The glide.report.add_to_list_supported property enables the

add_to_list#unique_60/unique_60_Connect_42_table_scf_z22_2r ACL for the Available list when

you configure a list report.
Improved visualizations
Improved color contrast and modernized visualizations in the Performance Analytics and
Reporting applications create a more consistent user experience.
These accessibility items are improved in this release:

• The Reports list home page search box focus is more visible.
• In Report structure, default state icon buttons Add redirect URL and Close report structure have
higher contrast when accessibility is enabled or disabled.
• When creating reports, contrast is improved on the default message shown in the Data tab.
• Information panel in the Report Designer is scrollable when zoomed in 200%.
MetricBase
The MetricBase application uses Reporting to generate reports. MetricBase stores time-series
data measured at a specified sampling rate.
Agent Workspace
An admin can configure Agent Workspace to use Performance Analytics and Reporting
widgets and reports, enabling agents to see score and trend data visualizations of their cases
and incidents. Using Performance Analytics and Reporting in Agent Workspace requires the
Agent Workspace plugin (com.snc.agent_workspace) in addition to the Performance Analytics
application.
Virtual Agent release notes

ServiceNow® Virtual Agent product enhancements and updates in the New York release.
• Migrating Virtual Agent topics: Conversation topics created in the Madrid release are fully
supported in this release and do not change during upgrade. After upgrade, you can
continue to develop and use keyword-based topics as in previous releases.
Or, you can enable new features, such as applying a Natural Language Understanding (NLU)
model to your Virtual Agent conversations. NLU models provide your virtual agent with the
information it needs to understand and process user statements in a conversation. The CSM,
HR Service Delivery, and ITSM applications provide prebuilt ServiceNow NLU models, along with
predefined conversation topics. To learn more, see Get Started with NLU in Virtual Agent.

• Defining a Service Portal Agent Chat Configuration: After upgrading, if you define a Service
Portal Agent Chat configuration, you must remove any previously installed Virtual Agent
Service Portal widgets from portal pages.
The Service Portal Agent Chat configuration enables users to run Virtual Agent and Live Agent
on all pages of selected service portals. This means you no longer need to retain the legacy
Virtual Agent Service Portal widget on individual portal pages.
For details, see Migrate from the Virtual Agent Service Portal widget.
Natural Language Understanding in Virtual Agent

Apply a Natural Language Understanding (NLU) model to your topics so that your virtual agent
can better understand and process user statements during virtual agent conversations. Your
virtual agent recognizes and maps user utterances (statements) to specific intents (user goals)
and associated entities (objects or values) defined in an NLU model. The CSM, HR Service
Delivery, and ITSM applications provide base system NLU models and associated predefined
topics.
With NLU enabled, your virtual agent can perform:
• Topic discovery: Determine what a user wants (intent) and launch the appropriate
conversation topic that maps to the user intent. A topic has a single intent that you specify in
Virtual Agent Designer.
• Entity extraction: Extract the object for an action from a user statement during a conversation,
for example, a laptop model, case number, or person's name. The virtual agent then matches
the extracted entity with the input variable that fulfills or completes the action, without
prompting the user for additional information.
• Conversation switching: Users can change the topic during a conversation. If an intent exists
for the switched topic, your virtual agent finds and presents the appropriate topic. You can
also allow users to resume the original conversation.
Standard conversational elements for topics

Select basic conversational elements (like a standardized greeting) that apply to all your topics
as part of a standard conversation framework. The Virtual Agent platform provides these prebuilt
topics:
• Setup topics (also known as conversation blocks): Common, reusable conversational
elements automatically applied to all your Virtual Agent conversations, such as the welcome
greeting or a standard error message presented to the user. Each setup topic displays at the
appropriate point in a conversation flow, for example the initial greeting or the conversation
closing. You can also create your own custom setup topics. Setup topics apply to keyword-
based or NLU conversations.
• Small talk topics: Casual conversations that enable users to chat with the virtual agent on
other topics within a conversation, for example to ask for the time or date. You can create
your own small talk topics to provide responses to casual questions, such as information on
store hours. Small talk topics require corresponding intents, which you define in an NLU model.
Topic categories
Create or modify custom categories to classify and organize related conversation topics for
easier topic management.
Integration with IBM Watson Assistant

• IBM Watson Assistant Intent and Entity Integration: Use the intents, entities, and utterances
(called examples) defined in the IBM Watson NLU service and apply them as an NLU model
for your Virtual Agent conversations.
• IBM Watson Assistant Chat integration: Configure the IBM Watson Assistant Chat integration to
run a dialog skill (conversation) created in IBM Watson Assistant as a topic in the Virtual Agent
web client.
NLU prediction log

When designing or debugging NLU-enabled topics, check the Open NLU Predict Log table
to review the NLU prediction scores returned by the NLU service during topic discovery (intent
matching) and entity extraction.
Reviewing topics in conversation flows
When reviewing or debugging topics, check the Conversation [sys_cs_conversation] table
for details on the conversations run in your instance. For each conversation record, the
Conversation Task [sys_cs_conversation_task] table lists all the topics run during a conversation
session. The Conversation Message [sys_cs_message] table shows the corresponding messages
displayed for each topic in the conversation. For example, you can view the sequence of topics
in the conversation at a specific time.
Open NLU Resource API
Use the Open NLU Resources REST APIs to get information about NLU models and their intents,
entities, and utterances, outside of the Virtual Agent platform.
Messaging integration with Facebook Messenger
Set up the Virtual Agent integration for the Facebook Messenger application. Admins control
whether end users must link their ServiceNow accounts to the Messenger integration before users
can run the Virtual Agent bot in Facebook Messenger.
Virtual Agent client interface (end user) enhancements
• web client interface:

• + option for starting or ending a conversation, which was formerly available in the More
options menu.
• Topic search and pagination controls
• New color theme and heading for Live Agent chat interface
• Attachment and send icon for uploading image attachments during Live Agent chat.
• New commands for bot conversations in messaging integrations: help (provides a short list of
useful commands), agent (transfer to live agent), and logout (unlink a ServiceNow account
from a messaging integration).
Virtual Agent admin configuration and topic authoring enhancements
• Conversation settings: In the General Settings, use the Setup Topics tab to select and
configure setup topic elements for your conversations. Use the NLU Settings tab to enable NLU
for your instance.
• Virtual Agent Designer:
• Topics page opens in a platform window (navigate to Collaboration > Virtual Agent >
Designer).

• Topic management features: Topics page provides additional filters for organizing and
viewing your topics. You can also create or modify topic categories to group related
topics.
• NLU properties in Topics Property page: When NLU is enabled, you can set NLU properties
for the topic. Select the NLU Model for the topic and the Associated Intent that maps
to the topic. You can enable the Resume topic flow feature to let users to return to the
original topic after conversation switching occurs.
• NLU fields in property sheets for Input controls: For the Text, Static Choice, Reference
Choice, Boolean, Date Time, and Carousel controls, you can enable NLU and entity
extraction at the node level. You can specify the Associated Entity for the control, select
Enable NLU at Input Node to allow text input at the node level, and select Confirm Entity
Recognition to ask the user to confirm the entity value extracted by your virtual agent.
• The context variable vaContext.deviceType is available for identifying a Virtual Agent

messaging channel in scripts. For example, vaContext.deviceType === 'slack' identifies
the Slack messaging channel.
Messaging integration configuration changes
• Adapter Configuration page: Features three tabs for reviewing and configuring Commands
(formerly called Keywords), Bot Messages, and System Messages.
• Uninstall the Virtual Agent integration from Slack: Use the Uninstall option on the Messaging
Apps Integration page to remove a Slack messaging integration from an instance.
• Redirect user authentication to a Service Portal: After installing a Virtual Agent messaging
integration, you can specify a Service Portal in which end users complete the user
authentication step, instead of in their ServiceNow instance. End users working with the bot
for the first time complete authentication before continuing with the bot in the messaging
application.
• Control topic visibility in Virtual Agent messaging channels: Exclude a topic from a Virtual
Agent messaging channel by using a condition script that controls the visibility of that topic in
the channel. The condition uses the vaContext.deviceType context variable to identify the
messaging channel (Slack, Microsoft Teams, Workplace, or Facebook Messenger) from which
the topic is excluded.
• HTML bot response control for messaging integrations: Supports relative URL links.
Activate the Virtual Agent (com.glide.cs.chatbot) plugin. You can activate the Glide Virtual
Agent plugin (com.glide.cs.chatbot) if you have the admin role. This plugin automatically
activates other necessary plugins if they are not already active. You can activate this plugin only if
you have a subscription to Virtual Agent.
For other conversation design features that you can activate, see Additional plugins for Virtual
Agent.
Use Virtual Agent Designer on modern browsers such as Chrome or Edge. Virtual Agent Designer is
not supported on Safari and older versions of Internet Explorer (such as IE11) browsers.

ServiceNow Natural Language Understanding

Virtual Agent integrates with ServiceNow Natural Language Understanding, which provides
an NLU model builder and an NLU inference service that enables virtual agents to understand
and respond to human-expressed intent. You can create custom ServiceNow NLU models that
Virtual Agent uses to recognize and process user utterances, intentions (intents), and objects of,
or contexts for, an action (entities).
Predefined Virtual Agent topics and ServiceNow NLU models
Customer Service Management, Human Resources Service Delivery, and IT Service
Management provide prebuilt Virtual Agent conversation topics and ServiceNow NLU models.
If you enable NLU, your virtual agent uses the utterances, intents, and entities defined in the
ServiceNow NLU models to process and understand user statements in predefined Virtual Agent
conversations.
Agent Chat in Service Portal
Enable users to initiate and maintain an Agent Chat (Virtual Agent and Live Agent) conversation
in any portal page.
Customer Service Management release notes

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

ServiceNow® Customer Service Management product enhancements and updates in the New
York release.
Service-aware install base
• Product models for services: Create service product models to represent all of the services
your organization wants to monitor. A service model is a class of product models to define
Software as a Service (SaaS) products.
• Install base set up: Enable customer service agents to easily trace issues back to the right
product, instances of that product, or other entities by capturing a customer's install base. An
install base lets you track which products and services have been purchased, how they have
been installed or provisioned, and the detailed configuration of each item.
Proactive customer service operations

Proactively create cases from alerts, either manually or through automation. Identify customers
and their corresponding install base items affected by the issue causing the alert. When multiple
customers are affected, you can resolve these cases using the major issue management
process.
Mobile experience for Customer Service Management
Manage customer service cases anywhere using the Customer Service Management mobile
application. Stay connected and access case information to complete tasks quickly. Available
for customer service agents.

Create cases on behalf of customers

Enable internal users in an organization to create and manage cases on behalf of customers.
These internal users are typically in customer-facing roles such as sales and services. From the
Customer Service Portal, internal uses can also follow up on cases that they have created.
Predictive Intelligence assistance with case creation
Use machine learning algorithms to determine field values when creating a case, such as the
category or priority. The Predictive Intelligence feature bases these values on data that the user
enters when creating a case.
Rules to identify skills for work items
Use rules to automatically identify skills that are required for work items.
NLU models for Customer Service Virtual Agent conversations
Integrate Natural Language Understanding (NLU) models with your Virtual Agent chatbot topics
to enable the chatbot to assess user intent and provide responses based on the context of the
conversations.
Integrate Customer Service Virtual Agent with Facebook Messenger
Integrate the Customer Service Virtual Agent with Facebook Messenger to enable bot
conversations in the messenger.
Case digests
Proactively provide updates about high priority customer service cases to customers and
internal stakeholders. Send periodic case updates while the case is in progress using case action
summaries. Provide a post case review document for a resolved case that captures details
about the issue, root cause, resolution, and preventive measures.
Major Issue Management extension point
Use the sn_customerservice.CSMCaseSync extension point to customize the logic for major issue
management parent-child case synchronization.
Automatically close cases in the Resolved state
Use the Auto Close Resolved Cases Flow Designer flow to automatically close resolved cases if
customers do not respond within a specified time.
Agent Workspace for CSM landing pages
Configure landing pages in Agent Workspace for CSM for use by different agent teams. These
pages can give the agents an overview of their high priority cases, assigned cases in various
states, as well as cases assigned to their assignment groups.
Agent Workspace for CSM third-party data integration
Retrieve data from third-party applications at run-time and present the data in Agent
Workspace for CSM without having to store it in your ServiceNow instance. From Agent
Workspace for CSM, open a third-party application UI page in a new browser tab or iframe.
Agent Workspace enhancements and updates
View a list of Agent Workspace platform enhancements and updates that are available in
Agent Workspace for CSM.
Respond to cases using quick messages
Use Quick Messages to insert predefined content (a signature, for example) into an email when
replying to a case. Users using these templates saves time when replying to cases.
Configure signatures in quick messages and email client templates

Configure signatures in outgoing emails by using $current_user reference while configuring quick
messages and email client templates.
Respond to cases using reply, reply all, and forward options
Respond to cases using the Reply, Reply All, and Forward options within Case forms. This
enhances the agent experience because it works like email clients they already use.
Create rules for incoming emails and create and assign cases
Define your email-related business processes using inbound email flows. Define rules to create
and assign cases to specific teams once you receive an email on a specified support email
address. Use the visual flow designer to configure email flows for your business needs.
Change password for Customer Service portal user
You can change login password to access the portal using the Change Password option.
Changing password periodically helps a user protect and reduce the risk of people accessing
user accounts.
Contextual search while creating a case in the Customer and Consumer Service Portals
When you create a case and enter the case details, related content from knowledge articles in
both the customer and consumer service portals are displayed. You can easily identify content
relevant to the case without having to go to a separate portal.
Improved navigation in the Customer and Consumer Service Portals
Access knowledge applications and content widgets from Knowledge and Communities directly
from customer and consumer service portals, saving time because you don't have to log into
separate portals to get useful information.
Enhancement to the user registration process for signing in to the Consumer Service Portal
Enable a two-step registration process in the consumer service portal. After sign-up, an email
verification link is sent to the specified email address. Once verified, users can log in with their
two-step credentials, enhancing the security of their account.
Password reset in the Customer and Consumer Service Portals
The Forgot Password option allows you to reset your password from both the customer and
consumer service portals. This option helps you when you have forgotten your password or have
accidentally entered a wrong password three times and have been locked out of your account.
Bot-based sessions separated out from usage reports in the Customer and Consumer Service
Portals
Reduce costs for your customers by charging them only for live sessions. Bot-based sessions are
separated out and not included in usage reports for both Customer and Consumer Service
Portals.
Continual Improvement Management (CIM) with CSM
Use the Continual Improvement Management (CIM) application with Customer Service
Management to request improvement opportunities and to implement phases and tasks to
meet performance goals, track progress, and measure success.
Quick start tests for Customer Service Management
After upgrades and deployments of new applications or integrations, run quick start tests to
verify that Customer Service Management still works. If you customized Customer Service
Management, copy the quick start tests and configure them for your customizations.

OpenFrame configuration
The following changes have been made to the OpenFrame configuration:
• The navigation path to configure OpenFrame has changed from System Properties >
OpenFrame to OpenFrame > Configurations.
• The icon class for Open Frame configuration only supports the phone and video icons.
OpenFrame agent presence

The following changes have been made to OpenFrame Agent Presence:
• The OpenFrame Agent Presence module has been added to the OpenFrame application to
enable the display of agent availability in Agent Workspace.
• The Presence field in the OpenFrame Agent Presence record gets updated when the agent
presence is set in workspace CTI.
UI macros installed with OpenFrame

The following changes have been made to UI macros:
• The show_phone UI macro is installed when the Openframe plugin (com.sn_openframe)
is activated and not when the Customer Service CTI Demo Data plugin
(com.snc.customerservice_cti_demo) is activated.
• The show_phone_customer_service UI macro is installed when the Openframe plugin
(com.sn_openframe) and Customer Service plugin (com.sn_customerservice) is activated.
UI macros for CTI integration to make calls

If you are using a third-party provided CTI application, then you can integrate with the
show_phone UI macro to make calls.
Comments and file attachments in Virtual Agent conversations
After you upgrade to the New York release, file attachments and comments that you add during
a Virtual Agent conversation are added to the case record. In releases prior to New York, the
attachments and comments are displayed in the chat window.
Roles for using response templates
Customer service agents (sn_customerservice_agent) inherit the response template reader role
(sn_template_snip.template_snippet_reader) and can access response templates assigned to all
groups to which they belong. Customer service managers (sn_customerservice_manager) inherit
the response template author role (sn_templated_snip.template_snippet_writer) and can create
response templates.
CSM dashboard enhancements
The Proactive Customer Service Operations dashboard helps managers track key performance
indicators (KPIs) to understand how proactive they were in identifying and communicating issues
that impact customers.
Agent Workspace for CSM enhancements
• View the account hierarchy on the Case form. Expand and collapse the hierarchy and click
an account to view the account details in a sub tab.
• For cases that are created from a community discussion, customer service agents can view
and respond to the discussion from the case form.

• The timeline ribbon component supports both contacts and consumers.

• The list panel includes a section for Major Issue Management and a filtered list of accepted
major cases.
• View the Knowledge Gaps and Child Cases related lists on the Case form.
• View the Task SLAs and Approvers related lists on the Escalation form.
Roles for Customer Service Management integration with Service Management

Assign roles that enable customer service agents to view and create incident, problem, change,
and request records for customer service cases.
Provide read access to problem, change, and request records for cases from the Customer and
Consumer Service Portals
External customers with read access to customer service cases can view the case-related
incident, problem, and change records. For problems, customers have read-only visibility to
problems related to cases for their account. System administrators can define the problem view
for external customers.
Create requests from the Customer and Consumer Service Portals
Contacts and consumers can browse the service catalog, make selections, and submit requests
from the Customer and Consumer Service Portals. If a case is opened as a result of a request,
the system enables the Initiated as request field on the Case form.
• With the case manager role, contacts can create and view requests for themselves or on
behalf of other contacts from the same account.
• With the customer admin role, contacts can create and view requests on behalf of child
accounts.
• With the partner role, contacts can create and view requests for other accounts.
Case tasks use the CSTASK prefix

When you create a task for a customer service case, the system generates a task number with
the CSTASK prefix. Case tasks included as part of the Customer Service Management Demo
Data plugin also use the CSTASK prefix. Case task records are stored in the Case Task table
(sn_customerservice_task).
Following upgrade to the New York release:
• New case tasks use the CSTASK prefix.
• Existing case tasks, regardless of state, use the TASK prefix.
Case enhancements
End users can close cases from the Customer and Consumer Service Portals. After closing a
case, the system redirects the user to a survey.
Enhancement to the Customer Service Management and Customer Service Portal landing pages
Widgets such as Most Viewed Articles and Most Useful Articles with metadata have been added
to the landing pages.
URLs from the Customer Service Management and Customer Service Portal pages redirected to
the relevant content pages
Link to Knowledge in the main page takes you to the kb_home page which is the desired
content page.
Enhancement to the consumer registration page
The consumer registration page has been enhanced for better user experience.

Enhancement to antivirus scanning for attachments

While creating cases, antivirus is enabled and attachments are scanned and notified.
You can activate the Customer Service 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 conforms to WCAG-AA, starting with the New York release.
Agent Workspace
Agent Workspace for CSM is a customer service-specific implementation of ServiceNow® Agent
Workspace. This configurable service desk application provides agents with an integrated and
graphically intuitive user experience.
Communities
From the Customer and Consumer Service Portals, enable your customers to connect, engage,
and collaborate using the ServiceNow® Communities application. Customer service agents can
create cases from community discussion threads and resolve cases with community content.
Field Service Management
Customer Service Management includes an integration with the Field Service Management
application. With this integration:
• Field service technicians can view customer account and contact information on work orders
and work order tasks in the Field Service Management application.
• Customer service agents can create work orders from cases in the Customer Service
Management application.
• Customers and consumers can view case-related work orders from the Customer Service and
Consumer Service Portals.
Knowledge Management
From the Customer and Consumer Service Portals, enable your customers to search for shared
information using the ServiceNow® Knowledge Management application. Customer service
agents can resolve cases with knowledge content.
Service Management applications
Customer Service Management includes an integration with the Incident, Problem, Change,
and Request Management applications. This integration enables users to create incident,
problem, change, and request records from customer service cases. Customers can also submit
requests from the Customer Service Portal.
Financial Management
Customer Service Management includes an integration with the Financial Management
application. This integration provides cost allocations for Customer Service Management, which
you can view on the Financial Management workbench.

Note: The Financial Management For CSM plugin

(com.snc.financial_management_for_csm) is no longer available for direct activation
by the system administrator. You can request this plugin through the HI Customer Service
system.
Communities release notes

ServiceNow® Communities product enhancements and updates in the New York release.
Featured content
"Pin"content that you want to highlight it within the community. Add or edit featured content in
a community to appear in the Featured Content section on the community homepage, forum
homepage, or both.
User mentions
Draw attention to content in a community by mentioning other community users in a post.
By identifying a user in a post, they'll be notified, which will encourage them to engage with
community content.
Email a community user
Send a private email message to a community user directly from the community.
Move forum content
Move community content posts from one forum to another if, for example, the content is placed
in the wrong forum.
Quick start tests for Communities
verify that Communities still works. If you customized Communities, copy the quick start tests and
configure them for your customizations.
Communities dashboard enhancements

Track Forum Key Performance Indicators (KPIs) on featured content in a forum and posts moved
between forums. Track Admin KPIs on the number of posts a user moves and the number of posts
featured.
Communities is only available for customers who are licensed for Customer Service
Management. To activate Communities, activate the Customer Communities plugin
(com.sn_customer_communities).
To implement knowledge harvesting, activate the Knowledge Management Service Portal plugin
(com.snc.knowledge_serviceportal).

To use the Communities dashboard, activate the Performance Analytics — Content Pack —
plugin (com.snc.pa.communities).
Communities conforms to WCAG-AA, starting with the New York release.
Customer Service Management

To engage your internal experts and encourage them to reply to discussion threads, you can
create cases directly from community questions.
Knowledge Management
Harvest knowledge from a community and create structured knowledge articles from
unstructured discussions about questions or posts.
Field Service Management release notes

ServiceNow® Field Service Management product enhancements and updates in the New York
release.
When you upgrade your mobile application, you may have to migrate customizations from earlier
releases manually or using ServiceNow Studio.
The CMS portal plugin (com.snc.work_management.cms) is planned for deprecation.
Field Service Mobile
• Plan your schedule using the Field Service mobile application

Create an event on the team calendar. Add events for yourself and display your availability
to team members.
• Analyze all work orders on an asset using the Field Service mobile application
Scan an asset to view its work history and the upcoming work orders. You can also create a
work order for an asset.
• Access information about your team on the mobile app
Know when your team members are on-site working on a task and if they are on schedule to
complete their tasks. You can connect with them by calling or sending a text message.
Allow agents to start traveling before their scheduled work hours

Support flexible work types by allowing agents to start traveling before their scheduled work
hours. For example, you may want to add travel time outside of work hours for your contract or

on-demand employees and not for the full-time employees. When you optimize agent routes,
the system takes into consideration travel time that falls outside of work hours.
Enhancement to calculate estimated travel time and distance

Use the Google Maps API or straight-line estimates to calculate the estimated time and distance
it takes for an agent to get to a task location.
Estimate travel duration

The estimated duration of travel for a task is updated when you assign a task to an agent,
change the order of tasks in an agent's queue, or change the start date and time for the task.
Property to set the duration for updating agent geolocation history

Set the duration (in minutes) of the latest system update that you want to consider for
calculating the geolocation history of the agent relative to current time.
View distance to the task location in Central Dispatch

In the Central Dispatch configuration, enable the Distance to Task field for the team to view how
far away the agent is from the task location.
Dispatch map enhancements

Use enhanced dispatch map views for displaying agent location, tasks, assignment groups, and
for optimizing agent task route.
Quick start tests for Field Service Management

verify that Field Service Management still works. If you customized Field Service Management,
copy the quick start tests and configure them for your customizations. New quick start tests
include:
• FSM: Field Service Configuration
• FSM: Planned Maintenance
• FSM: Appointment Booking Configuration
Transfer order line task

Use transfer order line tasks to move transfer order lines from one stage to another.
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 includes an integration with the Financial Management application.
This integration provides cost allocations for Field Service Management, which you can view on
the Financial Management workbench.
Note: The Financial Management For FSM plugin

(com.snc.financial_management_for_fsm) is no longer available for direct activation by
the system administrator. You can request this plugin through the HI Customer Service
system,
Finance Close Automation release notes

ServiceNow® Finance Close Automation (FCA) is a new application in the New York release.
With Finance Close Automation, use workflows and automation to accelerate your finance close
processes and reduce your finance close risks. The application simplifies the accounting and
finance close process for your organization. You can post journal entries, manage timelines for
close tasks, and perform end-to-end accounting procedures in a centralized location.
Finance Close Automation features
Close Task management

Create a workbook for an accounting period, add close tasks in it, and define dependencies
between tasks. Because the finance close is a repetitive process, you only need to create the
workbook once for the first period. From then on, you can just duplicate the workbook from the
prior period.
Close Management Portal for managing Finance Close
Track and manage your tasks for an accounting period at a single location, from the Close
Management Portal. From this portal, you can view the close progress at the user level, function
level, or finance organization level and see and address bottlenecks and overdue activities. The
data that you see in the portal depends on your role.
Integration with GRC Policy and Compliance
Reduce your finance close risks by integrating with the GRC Policy and Compliance application.
With this integration, you can manage and monitor whether SOX policies, SOPs, and Controls are
in compliance and you can sign off on control attestations. This integration also expedites the
audit cycle by automating the evidence collection process.
Automated Journal Entries with real-time ERP integration (SAP and Oracle)
Configure FCA to integrate with your Enterprise Resource Planning (ERP) system to automate
journal entries in real time. For example, you can:
• Post journal entries into your ERP system
• Reverse journal entries in the ERP system
• Automatically reverse accruals in the ERP system
• Assign recurring close tasks to be automatically accrued each period
FCA supports multi-ERP integrations in a single instance. In the New York release, integration with
SAP and Oracle ERP systems is available.
FCA provides a generic way to define header and line templates. With this, FCA supports
different journal entry templates for different ERPs or it can support a different template for each
function within an ERP.

Customizations using FCA extension points

Implement customizations without altering the base code when you use FCA extension points.
Easy configuration with Guided Setup
Configure FCA on your instance by using the Finance Close Automation Guided Setup. The
Guided Setup provides a sequence of tasks that help you with the configuration.
Application-specific admin role
FCA uses application administration and Finance close admin (sn_fcms.finance_close_admin) as
the application-specific admin role. For more information, see Application administration.
Quick start tests for FCA
Validate the continued functionality of FCA after any configuration change such as an
upgrade or after developing an application. All test suites and tests should pass on a default
implementation. To validate a custom implementation, copy the automated tests and configure
them for your customizations.
Install the Finance Close Automation application from ServiceNow Store applications. Visit the
ServiceNow Store website to view all the available apps and for information about submitting
requests to the store.>
Additional requirements
The integration of FCA with your ERP system requires an installed and configured MID Server in your
ServiceNow instance. This MID Server integration is required only for an ERP integration that uses
SOAP services.
Planned Task_v2
The plugin (com.snc.planned_task_v2) enables task management and opening of the Planning
Console in FCA.
Fiscal Calendar
FCA requires the Fiscal Calendar application to create fiscal calendars with defined fiscal
periods such as one month long, four weeks long, Q1 2019, or July 2019.
GRC: Policy and Compliance Management
The store application provides a centralized process for creating and managing policies,
standards, and internal control procedures that are cross-mapped to external regulations and
practices. FCA integrates with GRC to reduce finance close risks.
See Finance Close Automation for more information.
Governance, Risk, and Compliance (GRC) release notes

ServiceNow® Governance, Risk, and Compliance product enhancements and updates in the
New York release.

The GRC product offering includes:

• ServiceNow® Policy and Compliance Management
• ServiceNow® Risk Management
• ServiceNow® Audit Management
• ServiceNow® Vendor Risk Management
GRC term updates

Terms within the core ServiceNow®Governance, Risk, and Compliance (GRC) applications now
conform with common industry meanings. Within the ServiceNow® Policy and Compliance
Management application, policy statements are now control objectives. Within the GRC: Profiles
application, profiles are now entities in all places throughout the Scoping module.
Mobile experience for Governance, Risk, and Compliance
Manage your work, task assignments, requests, approvals, and other follow-up actions for GRC
applications directly from your mobile device. Receive timely notifications for current alerts,
as well as risk and compliance status for your critical assets, vendors, and impacted essential
business services.
ServiceNow® GRC: Profiles application

Within the GRC: Profiles application, profiles are now entities in all places throughout the Scoping
module.
Change in frequency of entity updates
Previously, when you added new entities to an entity type or removed existing entities from an
entity type, a scheduled job was triggered every five minutes to update the related links in the
system. To improve system performance, the scheduled job is now triggered once per hour.
Before you run any of the GRC applications in your instance, you must download them from the
ServiceNow® Store.
ServiceNow Agent App

The ServiceNow® Agent app is required to access the GRC mobile app on your device. The
ServiceNow Agent app is available on the Apple iOS App Store or the Google Play Store.
Download the ServiceNow Agent app on your device and use it to log into a Now Platform®
instance.
Governance, Risk, and Compliance product

One of the GRC applications is required on your Now Platform instance so that you can view
and edit GRC incidents on your mobile device.

GRC Policy and Compliance Management release notes

ServiceNow® Policy and Compliance Management product enhancements and updates in the
New York release.
GRC term updates

Terms within the core ServiceNow® Governance, Risk, and Compliance (GRC) applications
now conform with common industry meanings. Within the ServiceNow® Policy and Compliance
Mobile experience for GRC Policy and Compliance
as well as compliance status for your critical assets, vendors, and impacted essential business
services.
Configure the number of days when a policy moves back to the review state
Users with the sn_compliance.admin role can configure the number of days when a policy
should move back to review after reaching the Valid to date.
Request an extension to a policy exception through the ServiceNow Portal
From the ServiceNow® Portal, anyone who has requested a policy exception can request an
extension before the policy deadline. You can request a policy extension only once for a given
policy.

module.
ServiceNow® Store.
Download the ServiceNow Agent app on your device and use it to log into a Now Platform
instance.

GRC Risk Management release notes

ServiceNow® Risk Management product enhancements and updates in the New York release.
GRC term updates

Mobile experience for GRC Risk Management
as well as risk status for your critical assets, vendors, and impacted essential business services
directly from your mobile device.
GRCAdvanced Risk Application
As a decision-maker, at any level of the business, you can view up-to-date information regarding
your organization's risk posture. Link intermediate risk statements to risks, as well as enterprise-level
risk statements. Your risk management team can provide a rollup of risk statements and scores
from the most granular risk to the highest enterprise-level risk statement. Additionally, as a risk
manager, you can monitor risk events, relate them to existing risks, perform root-cause analysis,
and track all remediation tasks.

module.
ServiceNow® Store.
Download the ServiceNow Agent app on your device and use it to log into a Now Platform®
instance.


GRC Audit Management release notes

ServiceNow® Audit Management product enhancements and updates in the New York release.
GRC nomenclature updates


module.
ServiceNow® Store.
GRC Vendor Risk Management release notes

ServiceNow® Vendor Risk Management product enhancements and updates in the New York
release.
Standardized Information Gathering (SIG) Questionnaire Integration

Your vendor contact can upload a prefilled SIG spreadsheet or take a form-based questionnaire
which gets imported to the instance. Links to download a blank SIG template were removed
from the Vendor Portal and from the Vendor Risk Assessment form.
Before you run any of the ServiceNow® Governance, Risk, and Compliance (GRC) applications in
your instance, you must download them from the ServiceNow® Store.

HR Service Delivery release notes

ServiceNow® HR Service Delivery product enhancements and updates in the New York release.
HR Service Delivery is an integrated suite of applications designed to create a consumer-like
service experience while increasing HR productivity. Whether it is a simple request for information,
or a multi-departmental process like onboarding, employees have a single place for all their
service needs.
• (Enterprise Onboarding and Transitions only) If you have lifecycle event activities with HR
criteria, a new audience record will be created for that HR criteria and associated with the
activity to define whether the activity should trigger for a lifecycle event case.
• If you are upgrading from the Istanbul release, there is a new field in HR document templates.
The Document type field helps to determine what document displays for a specific HR case.
For example, you can ensure that your Employee Verification letter appears on the Request
an Employment Verification Letter HR case. Because Istanbul did not have this field, you
must create a new document type or select an existing document type for your document
templates. See Using document types with HR document templates.
• When upgrading from any release prior to Kingston, and you have customizations that
reference script includes:
• You may experience issues with Restricted Caller Access (RCA) errors in certain HR
functionality.
• Refer to HR Service Delivery upgrade information.
Case and Knowledge Management

Standardize the documentation, interaction, and fulfillment of employee inquiries and requests,
improving HR efficiency and services over time.
Now Mobile for HR Service Delivery

Enable your employees to view HR requests, request help, complete HR tasks, and more using
the new Now Mobile app for HR Service Delivery.
Components installed with Now Mobile for HR Service Delivery
The Human Resources Scoped App: Mobile [com.sn_hr_mobile] plugin activates the
sn_hr_mobile.min_admin_count system property [sys_properties.list]. This property prevents you
from deleting your only Mobile admin user by requiring a minimum number (default is two) of
active users with this role.
E-signature
Sign electronic documents from any desktop or mobile device with e-signature. E-signature
is a scoped application that enables users to sign managed documents, knowledge
articles, or HR document templates with their typed or drawn signature, credentials, or as an
acknowledgment.
The e-signature [com.snc.esign] plugin activates the sn_esign.min_admin_count system
property [sys_properties.list]. This property prevents you from deleting your only e-signature
admin user by requiring a minimum number (default is two) of active users with this role.

Work an HR case
Add an HR task to an HR case
New features for HR case and task are:
• You can now use Rich Text Format (RTF) in the Description field for an HR case or task.
Using RTF for an HR case or task description provides a better user experience so you can
emphasize specific text. It also retains the formatting on the Employee Service Center.
• You can allow your employees to respond to HR cases or tasks from a personal email
account. When the sn_hr_core.restrict_guest_email system property is False (default), the
text from an email appears in the Work notes field.
Response templates for HR Service Delivery

You can restrict visibility to response templates by groups. This restriction ensures that the correct
response appears for an HR case and ensures a consistent and efficient process for HR agents
with their responses.
The Response Templates [com.sn_templated_snip] plugin activates the
sn_templated_snip.min_admin_count system property [sys_properties.list]. This property prevents
you from deleting your only Response Template admin user by requiring a minimum number
(default is two) of active users with this role.
Reclassify an HR case
You have new options when transferring an HR case from one HR service to another. You can
create a new HR case number or retain the original case number when performing a transfer.
You can also create your own transfer type configurations. You can also determine what HR
agents can see the transfer type.
SAP SuccessFactors integration for employee to-dos
Synchronize employee to-dos between HR Service Delivery and SAP SuccessFactors so that
employees can access their to-dos from either system. This creates a connected experience
that directs employees to the system of origin to complete their to-dos. For example, employees
would be able to view their SuccessFactors to-dos in the Employee Service Center.
Auto-close an HR case
You can automatically close an HR case after all to-dos (or mandatory to-dos) are complete.
This option is available for HR services fulfilled by a service activity or lifecycle event.
DocuSign integration
Integrate with DocuSign so that users can electronically sign documents through the DocuSign
service. The integration utilizes the DocuSign spoke from IntegrationHub, and supports the use
of both HR document templates and DocuSign templates. It also includes two preconfigured
HR services for making requests.
Collect employee input with employee forms
Collect employee input without creating additional case records or adding new fields to
existing tables with employee forms. Employee forms are questionnaires built using the survey
designer that you can use in HR tasks to verify or update employee information. The information
collected can be mapped directly to fields on a target table. You can also use HR criteria to
query answers for use in downstream processes, such as for lifecycle event activities.
Configure an HR service
You can now configure HR services with a flow fulfillment type. Using a flow fulfillment type
automates the process with a sequence of reusable actions.
Supported quick start tests for HR Service Delivery

New quick start tests for HR are:

• Assert lifecycle event activity set execution context
• Create knowledge block and attach block to article
• HR LifeCycle: Creation of Talent Management case from ESC portal
• HR: Creation of Employee Relations case from ESC portal
• HR: Creation of Payroll case from ESC portal
HR standard ticket page

New HR ticket page for HR core users
A new HR ticket page is available for users that have Case and Knowledge Management
(Human Resources Scoped App: Core) only. Use the HR ticket page to view the details of an HR
case, including the description, attachments, history, and option to cancel the request, in any
self-service portal.
Components installed with Case and Knowledge Management
The Human Resources Scoped App: Core [com.sn_hr_core] plugin activates the
sn_hr_core.min_admin_count system property [sys_properties.list]. This property prevents you
from deleting your only HR admin user by requiring a minimum number (default is two) of active
users with those admin roles.
Components installed with HR Integrations
The Human Resources Scoped App: Integrations [com.sn_hr_integrations] plugin activates the
sn_hr_integrations.min_admin_count system property [sys_properties.list]. This property prevents
you from deleting your only HR Integrations admin user by requiring a minimum number (default
is two) of active users with this role.
Employee Service Center

Provides a single, unified portal for employees to get all the information, services, and help that
they need.
Manage campaigns/Content Automation

The new features for campaign bundles are:
• Use a To-do Content to end a campaign and prevent remaining content from appearing
for an employee. For example, after an employee signs up for benefits, you can stop future
content that prompts the employee to sign up for benefits.
• Customize the start and end dates of a campaign bundle. You can use different types
of triggers for the start date. And, you can configure the start and end dates with offsets.
Offsets help you define an end date by moving it forward or backward depending on the
trigger.
Schedule the delivery of HR content

You can add approvers for content you want to appear on the portal. Content publishes after
approval. If you don't require approvals, content appears immediately or when scheduled.
Create and manage content for a campaign
With the new features you can:
• Optionally assign users to campaigns and require them to approve campaign content prior
to publication. Content publishes after approval. Content appears immediately or when
scheduled when no approvals needed.
• Ensure content in a campaign also posts to the employee forums.

Configure content analytics for Google

You can use Google Analytics as an available tracking profile to collect data on content
delivery (Employee Service Center portal). Google Analytics provides a wealth of new portal
traffic metrics in the standard reports.
Add or modify portal content
With the new content types you can:
• Use Styled Content type to create custom banners and announcements without coding.
• Use E-Signature to require an employee to provide an e-signature to complete a to-do.
HR Virtual Agent conversations

With the new features you can:
• Use Natural Language Understanding (NLU) with HR Virtual Agent (VA). NLU helps VA
understand word meanings and word contexts to infer user or system actions.
• Use the new topics (chatbot conversations):
• Update Address
• Update Email
• Update Phone Number
• Add Emergency Contact
• Update Emergency Contact
• Delete Emergency Contact
Note: These new topics replace the Update Profile topic. The Update Profile topic is
no longer available.
• After activation of NLU, you must republish your existing chatbot conversations.
Note: This feature is only available with the HR Professional and HR Enterprise
packages.
The Human Resources Scoped App: Virtual Agent Conversations [com.sn_hr_virtual_agent]

plugin activates the sn_hr_va.min_admin_count system property [sys_properties.list]. This
property prevents you from deleting your only Virtual Agent admin user by requiring a minimum
number (default is two) of active users with this role.
Employee Forums
You can configure Employee Forums to prompt users to sync their community profile with their
HR profile.
Employee to-dos page
The Employee to-dos page has a Completed to-do tab. Shows the most recent to oldest by
due date.
Map related articles and catalog items to a knowledge article
Map related articles and catalog items to a knowledge article so that employees can more
easily find relevant information and submit relevant requests. For knowledge articles, you can
manually map the related articles or allow a machine learning algorithm to predict and display
the related articles. For catalog items, you can manually map the related catalog items.
Map related catalog items and articles to a catalog item

Map related catalog items and articles to a catalog item so that employees can more easily
find relevant information and submit relevant requests. For knowledge articles, you can
manually map the related articles or allow a machine learning algorithm to predict and display
the related articles. For catalog items, you can manually map the related catalog items.
Configure when new hires display on the org chart page and my team widget
Configure when new hires display on the org chart page and my team widget. You can use
user display configuration records to control when users appear, such as on a new hire's start
date or several days prior.
Components installed with Employee Service Center
The Employee Service Center [com.sn_hr_service_portal] plugin activates the
sn_hr_sp.min_admin_count system property [sys_properties.list]. This property prevents you
from deleting your only Employee Service Center admin user by requiring a minimum number
(default is two) of active users with this role.
Components installed with Content Automation
The Content Automation [com.sn_content_automation] plugin activates the
sn_ca.min_admin_count system property [sys_properties.list]. This property prevents you from
deleting your only Content Automation admin user by requiring a minimum number (default is
two) of active users with this role.
Components installed with Content Delivery
The Content Delivery [com.sn_content_delivery] plugin activates the sn_cd.min_admin_count
system property [sys_properties.list]. This property prevents you from deleting your only Content
Delivery admin user by requiring a minimum number (default is two) of active users with this
role.
Components installed with Content Analytics
The Content Analytics [com.sn_content_analytics] plugin activates the
sn_cda.min_admin_count system property [sys_properties.list]. This property prevents you from
deleting your only Content Analytics admin user by requiring a minimum number (default is
two) of active users with this role.
Enterprise Onboarding and Transitions

Automate onboarding and other employee lifecycle events that span multiple departments,
improving employee satisfaction and efficiency across HR and other departments.
Mobile Onboarding
Enable your new hires to complete onboarding to-dos, ask questions, and view relevant
content using the new Mobile Onboarding app.
Components installed with Mobile Onboarding
The Human Resources Scoped App: Mobile Employee Onboarding [com.sn_hr_onboarding]
plugin activates the sn_hr_onboarding.min_admin_count system property [sys_properties.list].
This property prevents you from deleting your only Mobile Onboarding admin user by requiring
a minimum number (default is two) of active users with this role.
Employee Journeys
Employee Journeys provide a quick way to start implementing a use case that uses parts of HR
Case and Knowledge, Employee Service Center, and more.
Parental Leave of Absence is an Employee Journey that provides a reference implementation
for leaves of absence needed when an employee has a child. For example, maternity,
paternity, or adoption leave.

The Human Resources Scoped App: Parental Journey [com.sn_hr_parental_journey] plugin

activates the sn_hr_pj.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Parental Journey admin user by requiring a minimum
number (default is two) of active users with this role.
Replace HR criteria with audience records for lifecycle event activities

Replace HR criteria with audience records to define whether an activity should trigger for a
lifecycle event case. Audience records are configured based on user conditions, user criteria,
HR profile conditions, HR criteria, or an uploaded file. For existing activities with HR criteria, a
new audience record is created for that HR criteria and is associated with the activity.
Clone a lifecycle event
Clone a lifecycle event and its associated activity sets and activities with the lifecycle event
builder.
Preview and test a lifecycle event
Preview and test a lifecycle event for different audience types. You can preview a lifecycle
event to validate which activities will trigger or not for a particular audience. You can then
create a test lifecycle event case for different users and select which activities to include or
exclude in your test.
Support for rehires, transfers, and users with multiple jobs
You can capture multiple jobs for an employee with the new Jobs table. When creating new
cases, you can specify which job the case is tied to. For example, an intern converting to full-
time has two jobs. The onboarding case for the new full-time position can be associated with
the full-time job record. This will ensure that downstream activity sets and activities are triggered
based on information from the full-time job record.
New activity type for flow for lifecycle event activities
Lifecycle event activities can now be fulfilled by a flow that was created in Flow Designer.
Filter lifecycle event activities
Filter lifecycle event activities by activity type, owning group, and audience. You can also
search for individual activities by name.
Components installed with Enterprise Onboarding and Transitions
The Human Resources Scoped App: Lifecycle Events [com.sn_hr_lifecycle_events] plugin
activates the sn_hr_le.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Enterprise Onboarding and Transition admin user by
requiring a minimum number (default is two) of active users with this role.
Employee Document Management

Provide electronic storage and filing of employee documents. Security policies determine who
can view and access employee documents. Retention policies determine how long to retain
employee documents and reduces compliance risks.
Components installed with Employee Document Management

The Employee Document Management [com.sn_employee_document_management] plugin
activates the sn_hr_ef.min_admin_count system property [sys_properties.list]. This property
prevents you from deleting your only Employee Document Management admin user by
requiring a minimum number (default is two) of active users with this role.

Case and Knowledge Management

Standardize the documentation, interaction, and fulfillment of employee inquiries and requests,
improving HR efficiency and services over time.
Components installed with Case and Knowledge Management

The HR agent [sn_hr_core.basic] role contains the HR report creator [sn_hr_core.report_creator]
role. This change allows HR agents to create HR reports from the HR case [sn_hr_core_case]
and task [sn_hr_core_task] tables.
Run Reports
The HR agent [sn_hr_core.basic] role contains the HR report creator [sn_hr_core.report_creator]
role. This change allows HR agents to create HR reports from the HR case [sn_hr_core_case]
and task [sn_hr_core_task] tables.
HR fulfillment instructions
HR case fulfillment instructions are a separate module and no longer part of an HR service. To
provide flexibility, fulfillment instructions are associated with an HR table and condition builder.
This change allows you to have different fulfillment instructions based on the location of the
employee, transferred cases, and more.
Note: The HR case Checklist remains on the HR service and appears in a separate tab.
Employee Service Center

Provide a single, unified portal for employees to get all the information, services, and help that
they need.
Manage campaigns/Content Automation

Dynamic is a new trigger type for Campaign Bundles. Trigger types determine how a campaign
bundle starts. You can use a table to provide a trigger field, date offsets, and duration when
using the Dynamic trigger type.
Create and manage content for a campaign
Campaign targets (users) appear after publishing a campaign and the Content Automation:
Add users to campaigns scheduled job runs. Previously, users only appear after the campaign
start date.
Add or modify notification content
For the email notification type, all recipients move into the BCC field and are not visible.
Employee Forums
You can configure Employee Forums to suppress the prompting of users to accept the terms
and conditions of the community. You can suppress the prompt when your company does not
require internal users to go through the process of accepting the terms and conditions.
Communities page renamed to Employee Forums
Employee Forums is the new name for the Communities page in the Employee Service Center.

Automate onboarding and other employee lifecycle events that span multiple departments,
improving employee satisfaction and efficiency across HR and other departments.
New order guides using asset management workflows for New Hire Onboarding lifecycle event
The preconfigured lifecycle event for New Hire Onboarding now utilizes new order guides with
catalog items that use asset management workflows. The following activities were updated or
added.
• Select Equipment and Accessories is an updated activity that points to an order guide using
the Procurement Process Flow - Hardware asset management flow.
• Software Setup is a new activity that points to an order guide using the Procurement Process
Flow - Software asset management flow.
Enhancements to lifecycle event case list and form

Enhanced the list view and case form for lifecycle events so that agents can track the progress
of a lifecycle event case at a glance. Agents can monitor the progress of activity sets and drill
down to monitor the status of individual activities.
• The Advanced trigger type in Campaign Bundles is no longer available. It is still available on
instances upgraded from a previous release but not available for new instances.
• The Update Profile predefined VA topic (chatbot conversation) is no longer available. The six
new VA topics replace this topic.
HR Service Delivery is available as a separate subscription. Depending on the package you have,
you can activate one or more of the following plugins:
• Case and Knowledge Management plugin (com.sn_hr_core)
• Employee Service Center plugin (com.sn_hr_service_portal)
• Enterprise Onboarding and Transitions plugin (com.sn_hr_lifecycle_events)
HR Service Delivery upgrade information

Upgrading from any release prior to Kingston can result in Restricted Caller Access (RCA) errors in
certain HR functionality. For example, when submitting requests from the Employee Service Center
(ESC) or HR service portal.
Changes to RCA configuration on upgrade
Errors can occur if you have customizations that reference script includes.
Script includes prior to the upgrade are Caller Access = None. This setting prevents affecting
current functionality when you install the Scoped Application Restricted Caller Access
[com.glide.scope.access.restricted_caller] plugin.

The next upgrade and any subsequent upgrades you take, it’s possible some of your script
includes can have their Caller Access set to Caller Restriction. Some of these potential RCA errors
can affect submitting requests from the ESC or HR service portal.
Actions
If you are on Madrid or greater, you can run the Automated Test Framework (Quick Start Tests).
These tests identify any affected script includes and to ensure that basic functionality is intact.
For flagged issues:
• Add the RCA privilege files to your configuration.
Note: For script includes that are not causing issues, keep Caller Access = Caller
Restriction. This setting prevents outside code from accessing these scripts.
• Or, reset your script includes that are causing errors because of these changes to Caller
Access = None.
Note: This setting customizes the script include and makes it more difficult to receive
future base system fixes and features that affect the script.
Upgrading could affect these script includes:

Script includes Script includes
• DTUtil • emailUtil
• GeneralHRForm • hr_ActivitySet
• hr_ActivitySetTrigger • hr_ActivityUtils
• hr_AssignmentAPI • hr_AssignmentUtil
• HRBenefitTables • hr_BulkCaseUpload
• hr_Case • hr_CaseHierarchyUtils
• hr_CaseUtils • HRCoe
• hr_CoreUtils • hr_Criteria
• hr_le_coe_config • hr_LEType
• hr_license • hr_Login_Authenticator
• hr_MySubjectStats • hr_PdfUtils
• hr_PortalContent • hr_PortalUtil
• hr_Profile • hr_ServicesUtil

Script includes Script includes
• hr_SysUser • hr_Task
• hr_TaskTicket • hr_TemplateOwnership
• hr_TemplateUtils
IT Business Management release notes

IT Business Management has new and updated features in the New York release.
Agile Development 2.0 release notes

ServiceNow® Agile Development 2.0 product enhancements and updates in the New York
release.
The Agile Development 2.0 application provides an agile software development environment for
product-based or project-based efforts, using the scrum framework. Agile development offers
you the flexibility to implement a pure agile approach over the entire lifecycle of a product, or a
hybrid approach using agile methods within a traditional project structure.
Personalized columns
Personalize any list on the Agile Board. Configure and view only the columns important to you
using the personalize list icon ( ) in the list.

Epic rollup
View rollups and completion percentages as you define and complete work on the larger work
items, epic, and feature.
Task board
Track the progress of your scrum tasks in horizontal lanes in the Task Board view.
Performance Analytics Content Pack for Agile 2.0
Install the Performance Analytics Content Pack for Agile 2.0 application from the ServiceNow
Store. Performance Analytics Content Pack for Agile 2.0 contains preconfigured dashboards with
data visualizations that help you improve your Agile processes and practices.
Agile Development 2.0 and Project Portfolio Management integration

ServiceNow® Project Portfolio Management is no longer integrated with Agile Development
1.0. Project Portfolio Management is now integrated with Agile Development 2.0. To associate
stories with projects, and execute them as part of an agile phase, activate both the Agile
Development 2.0 and Project Portfolio Management applications separately.

Sprint details update
Prior to the New York release, you could edit the sprint details only from the Sprints module using
lists and forms. Now, you can edit the sprint details directly from the Agile Board.
Group capacity update
Prior to the New York release, the capacity that you set for the assignment group on the Group
form was used across all the sprints for the assignment group. Once set, you could not update
the capacity.
Now, you can also update the capacity for the assignment group in the Group capacity field on
the Sprint form. Until the sprint starts, you can update the capacity by accounting for changes in
team composition, holidays, or vacations.
Story board
The Board view on the Sprint Tracking tab has been renamed as Story Board.
Stories menu option
The All Stories menu option in the Agile Development application navigator has been renamed
as Stories.
From the Agile Development application navigator, removed the:

• Planning menu option. For release planning, use the Backlog Planning tab on the Agile Board.
• Daily Stand Up Boards menu option. Track the progress of your scrum tasks in the Task Board
view on the Sprint Tracking tab.
• Backlog and Release Backlog menu options. Create a personalized backlog using the
Personal backlogs menu option.
Activate the Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0) if you have the admin role.
The Agile Development 1.0 plugin (com.snc.sdlc.scrum.pp) is no longer visible or available
for you to activate. If you're already using Agile Development 1.0, you can upgrade to Agile
Development 2.0 for its enhanced agile capabilities.
Application Portfolio Management release notes

ServiceNow® Application Portfolio Management (APM) product enhancements and updates in
the New York release.
Application Portfolio Management (APM) enables enterprises to do the following:
• Have visibility into their business applications inventory
• Rationalize business applications
• Determine the business value of the service provided through each business application
APM helps determine the technology (software and hardware) components of business
applications, captures information assets of organizations, and shows the business application use
of those information assets.

Information Portfolio
Capture the information from the assets of your organization as information objects. You can
connect the information object to your business applications to have a portfolio of application
information ready and accessible to use at any time.
• Run audits on your information objects to capture the number of information objects that are
not related to any business application. You can then relate them to your applications to get
a complete information portfolio.
• Integrate with Governance, Risk, and Compliance (GRC) to become aware of the risks that
your applications are exposed to. You can also track the progress of the audit engagements
on your business applications.
• Use the APM Home portal to see statistics such as the total number of database instances
connected to database catalogs, the number of database catalogs related to information
objects, and the number of data domains that are interlinked to your business applications.
Business application as platform host and platform application
Host your business applications on a platform and track the platform like any other business
application of your organization as the Platform Host architecture type.
Track the applications that are hosted on the platform as the Platform Application architecture
type.
You can monitor the performance of the platform through which all your applications operate
instead of having to track the individual applications.
Enhancements in Technology Portfolio Management timeline
• Use the By Software Model view to see the list of business applications that run on a particular
software model and the application services that the business applications support.
• Retain your filter preferences that you've set to filter your business applications. Your filter
settings and preferences are retained anytime you log in again, provided you log in with the
same credentials.
• Display the life-cycle information of your external publisher data sources of software models in
separate timelines instead of a single source that has the least sequence number.
Enhancements in capability-based planning (CBP) view
• Customize the Hierarchy ID field to use your own preferred hierarchy ID by setting the system
property flag to true.
• View the services that are related to a selected business capability. Sort, search, and
paginate the services that are linked to the business capability in both the Business Capability
and Technology Risk views.
• Navigate directly to the Business Capability form from the Technology Risk view of the
Capability-based planning screen to edit the capability record details.
Business Stakeholder role with read-only permission

Restrict the level of access of your users with a read-only role that enables them only to view
reports and APM PA dashboards and tables.
Integration of assessments with business applications and capabilities

Assess your business applications and business capabilities using assessment-based indicators in
an effective custom UI.
Exclusive application roadmap view for app owners
View the demands and projects tied to the applications that you own.
Readjust weightage
Adjust the weight among the indicators that are applicable to a business application to achieve
a useful and accurate scoring profile.
Calculate the score of the parent capability in CBP
Determine the score of the parent capability by its child capabilities that have been assessed. A
capability with a score of n/a signifies that none of its child capabilities has been assessed.
Option to run scheduled jobs and send notifications only when required
Schedule APM batch jobs and send email notifications for audits and data certification tasks
only when required to optimize engine runtime.
Changes in UI labels
• Business Services has been changed to Services in the Capability Planning view.
• Business Architecture, Application Architecture, and Technology Architecture have been
renamed as Business Portfolio, Application Portfolio, and Technology Portfolio, respectively.
• The Manage Relationships button in the Capability Planning view has been renamed as
Manage Capability Hierarchy.
Activate the Application Portfolio Management (com.snc.apm) plugin if you have the admin role.
GRC
APM integrates with GRC to identify and assess risks on the business applications. APM depends
on the GRC Profile Dependencies and Vendor Risk Management Dependencies plugins for this
integration.
Survey Administration
APM integrates with Survey Administration to assess business applications. Within Application
Portfolio Management, you can send surveys and assessment questionnaires to application
users and get their feedback about the application that they are using. The dependency for
the integration is that the business application should have an indicator that is sourced from
Assessments.
APM integrates with Financial Management to access the Application TCO dashboard. You can
manage all cost-related information of the business application in the dashboard. When you

activate the APM plugin, the Financial Management for APM and Performance Analytics —
Content Pack — Application Portfolio Management plugins are installed.
Financial Management release notes

ServiceNow® Financial Management product enhancements and updates in the New York
release.
Financial Management For APM plugin

Request Financial Management For APM (com.snc.financial_management_for_apm) plugin,
which integrates with the Application Portfolio Management application. Use the preconfigured
Business Application Costing cost model, its applicable metrics, and the associated dashboards
that come with this plugin to assess the cost of your business applications.
Financial Management For SPM plugin
Request Financial Management For SPM (com.snc.financial_management_for_spm) plugin,
which integrates with the Service Portfolio Management application. This integration provides
you with a preconfigured Service Offering Costing cost model.
Performance Analytics — Content Pack — Financial Management for Application Portfolio
Management
Request Performance Analytics — Content Pack — Financial Management for Application
Portfolio Management (com.snc.pa.fm.apm) plugin. This plugin enables Performance Analytics
dashboards for Financial Management associated with Application Portfolio Management.
Expense allocation from the Cost Model form
Allocate costs directly from the Cost Model form for a selected fiscal period. The allocation
engine follows the same process of cleansing, bucketing, and allocating as it does for expense
allocation in the Financial Management workbench. However, all the processes done in different
stages of the Financial Management Workbench can be done with one click of the Allocate
Expenses button in the Cost Model form.
Read-only role for Financial Management
Grant the read-only role to your users to restrict their level of access to dashboards. Accessibility
to the dashboards is limited to viewing reports of Financial Management for APM.
Activation of Financial Management plugins

The plugins in the Financial Management application are no longer available to be activated
directly. To request any of these plugins, contact ServiceNow Support.
Limitations in Financial Management functionality
To activate the Financial Modeling application, you must have either an ITSM professional
subscription or an APM subscription. The set of features in Financial Management activated
through these plugins is limited.

The following functionalities are no longer available unless you have an ITBM Analyst license:
• Create, clone, or download cost models.
• Ability to modify cost model segment hierarchy.
• Financial Charging application.
Financial Management plugins such as Default Financial Management Cost Models, Financial
Charging, Financial Management Core, and plugins related to Performance Analytics Solutions
for Financial Management are no longer available to be activated directly. If you want to
activate the Financial Modeling application, request the Financial Management for SPM plugin
(for licensed ITSM Professional users) or Financial Management for APM plugin (for licensed APM
users). Some of the Financial Management features are limited if you activate it through these
plugins.
Application Portfolio Management (APM)

Financial Management integrates with APM to use its Business Application Costing cost model
for allocating expenses related to business applications.
Service Portfolio Management (SPM)
Financial Management integrates with SPM to use the Service Offering Costing cost model for
the services offered and the costs associated with the business service.
Investment Funding release notes

ServiceNow® Investment Funding is a new application in the New York release.
Investment Funding enables you to efficiently plan and manage investments by:
• Allocating funds to an investment to meet a business requirement or strategic objective
• Requesting funds from one or more funding sources to achieve business goals
Investment Funding features
Top-down and bottom-up funding

Allocate funds directly to investments based on organizational strategies (top-down).
Request funds from one or more funding sources based on your business needs (bottom-up).
Continuous funding
Allocate funds to an investment at any time as needed, unlike annual budgeting.
Integration with Project Portfolio Management (PPM)

Create investments for portfolios, programs, projects, and demands and fund them. This
integration with PPM enables you to keep the work activities and the funding of these
investments separate.
Domain separation
Domain separation provides complete data isolation for domain-specific users. Investment
Funding is domain separation compliant at the Data only level, meaning it supports the data
security model of separating visibility of data from one domain to another. Since Investment
Funding process is supported within a domain, request or allocate funds to the parent or child
investments applies within the same domain.
The Investment Funding plugin (com.snc.investment_planning) is new in the New York release. If
you have the admin role, you can activate the Investment Funding plugin.
To integrate Investment Funding with PPM, you can activate the Investment Funding for PPM
plugin (com.snc.investment_planning_pmo).
Project Portfolio Management release notes

ServiceNow® Project Portfolio Management product enhancements and updates in the New York
release.
Project Portfolio Management (PPM) provides a simplified, team-oriented approach to project
portfolio management and IT development by combining several individual applications. It
enables you to manage your demands, resources, portfolios, and projects. On Project Portfolio
Dashboards gives Portfolio, view key performance indicators in one place to help you make
informed decisions about projects.
• Ideas:
Convert an idea directly to a story, epic, or project instead of just creating a demand. Upon
upgrade, the Create Task button enables you to directly create a task from the idea or you
can just click Accept. After the upgrade, migrate from the legacy Ideas feature to the new
Idea portal. For more information, see Migrate from legacy Ideas to the new Idea Portal .
• Project Management:
If you are upgrading to New York, your existing projects are migrated as follows:
• Your existing Hybrid, Agile, or custom projects remain unchanged.
• If there are only stories associated with the project, then existing projects with the Null or
Waterfall execution type are migrated to the Agile execution type.
• If there are only tasks associated with the project, then existing projects with the Null
execution type are migrated to the Waterfall execution type.
• If there are tasks and stories associated with the project, then existing projects with the Null
or Waterfall execution type are migrated to the Hybrid execution type.
After the migration of existing projects upon upgrade, the related lists and links on the
Project form and widgets in the Analytics tab of the Planning Console also change based
on the updated project execution type.

Innovation Management
Activate the Ideas module to gather and evaluate ideas efficiently, and quickly identify ideas
for implementation. The Innovation Management plugin installs the Ideas module. Manage
ideas from idea submission to execution and collaborate with the idea submitter and other
stakeholders. You can convert selected ideas into work entities such as a Demand, Epic, Story,
and Feature for tracking and management purposes.
Use the Ideas module to do the following:
• Submit an idea.
• Search, view, and filter ideas based on state, votes, submission, and categories.
• Collaborate on an idea using comments and votes.
• Manage ideas and workflow by creating and assigning various states.
• Mark an idea as duplicate.
• Create a Demand, Project, Story, and Epic from an idea.
Resource Management
• Recalculate costs of a resource plan when hourly rates change in the associated rate model
to keep the costs up to date.
• Recalculate costs of a single resource plan of a project or demand
• Recalculate the costs of all resource plans of a project or demand.
• Resource Allocation Workbench enhancements

•
Identify over-allocated resources by noting whether the over-allocation icon ( ) is shown
in the Resource Finder next to a resource name. This icon indicator means you don't have
to scroll through all allocation periods.
• Filter projects and demands by group, role, or user in the resource grid to view specific
resource allocations.
• Manage resource plans directly from the resource grid without having to open the form
view. You can perform the following actions on a resource plan:
• Modify a confirmed and requested resource plan.
• Allocate a resource for all updated periods for a confirmed or partially allocated group
resource plan.
• Request extension of an allocated resource plan.
• Complete and close a resource plan after all its associated tasks and projects are
complete.
• Cancel a resource plan when it is no longer required.
• Override the hourly rate returned by the rate model or the labor rate card for a resource plan
using the Rate override and Resource rate fields in the Resource Plan form.
• Assign users to the Business Stakeholder role to provide read-only access to resource records
and to view resource information and reports.
Demand Management
• Create a demand task and assign a resource or group to delegate cost, effort, risk, and
benefit planning activities for a demand.

• View the actual cost and effort for the demand tasks once resources log time cards for the
assigned activities.
• Demand form enhancements
• Pre-assign a user in a demand to be the project manager when the demand is converted
to a project in future.
• View the actual cost and time spent by resources working on a demand or demand task
using the Demand Actual Cost and Demand Actual Effort fields.
• Converting a demand to a project automatically creates a financial baseline for both the
demand and the converted project. As a demand manager, use the baseline data to track
the cost plan, benefit plan, and funding data of the demand at the time of conversion. As
a project manager, use this baseline to compare and review the variance as the project
progress.
• Configure new widgets to show the demand financial data in the Financials Summary section
on the Demand Financials page.
Project Management
• Restrict the level of access of your users with a read-only role that enables them only to
view data in certain tables, dashboards, and reports. Additionally, users with the Business
stakeholder role can also approve demands and time cards.
• Configure new widgets to show the project financial data in the Financials Summary section
on the Financials tab in the Project Workspace.
Project Portfolio Management — Agile Integration

Add stories, epics, Agile, and waterfall phases to your Agile, Waterfall, and Hybrid projects. The
value set in the Execution type field determines the related links and lists that appear for each
project type.
• Use the Agile Phase tab in a project to view details related to the agile phases for Agile and
Hybrid projects.
• Use the Agile Planning & Tracking related link in Agile and Hybrid projects to navigate to the
team's backlog in the Agile board.
• View a project summary using widgets and reports on the Analytics tab of the project
workspace based on the project execution type (Waterfall, Hybrid, or Agile).
• Add new or existing stories to your project directly from the User Stories related list in the
Project form.
Mobile app for Project Status

The Project Status app enables you to track status of your projects and collaborate with related
stakeholders to resolve exceptions and take timely actions.
Investment Portal
• Show or hide columns and widgets in an investment board that is shared with you.
• Use the Export to Excel option to generate an Excel report of the investment board that is
shared with you.
• Sort data in the Timeline tab based on the planned start and end dates.

Resource Management
Pin the Planned Cost, Actual Cost, and Allocated/Confirmed Cost columns in the resource grid
on the Resource Allocation Workbench to view the cost effect in real time as you update the
planned, confirmed, and allocated hours of your resources.
Demand Management
• The Category and Type fields on the Demand form become read-only after any work entity is
created from the demand. If the work entity is deleted, these fields become editable.
• Demand Budget was renamed Create Demand Budget in the related link of the Demand
form.
Project Management
• View related links and lists on the Project form based on the value set for the Execution type
field.
• Add or remove stories from either your Agile or Hybrid projects using the Manage Stories
option under the options icon in the Project Workbench.
• The Planning Console's project context menu shows the Create Agile Phase and View Stories
options only for Agile and Hybrid projects. The options are no longer available for Waterfall
projects.
• For an Agile project, the planned effort, actual effort, and planned cost from the associated
stories roll up to the project.
• View and track the progress of a project from various aspects using the widgets and reports
on the Analytics tab of the Project Workspace.
• The following fields were added to the project status report:
• Project Name
• Phase
• Actual End Date
Note:
For upgrade customers, the Phase field in the project status report for existing reports
remains empty. For new reports, the Phase field displays the current phase of the
project such as Initiating, Planning, and Executing.
• View the planned start date and planned end date for a project in the Planning console by
default.
• Configure the hint text for a column label for the Planning Console, Portfolio and Program
workbench (Timeline view), and Gantt Chart related link of the Release module.
• Avoid unexpected behavior upon installation of other plugins such as Project Portfolio Suite
with Financials (com.snc.financial_planning_pmo) with restructured planned task V2.
• You can no longer delete a project in the Work in Progress state.
• Upon changing the state of a project task from Work in Progress to Closed Skipped or Closed
Incomplete, the Percent complete field retains the current value and becomes read-only.
• The selected field preferences on the Financials tab of the Project Workspace are saved and
are available when you reopen it.

• You can specify negative planned costs on the project cost plans to capture the refunds on
the projects so that the Net Present Value, Internal Rate of Return, Estimate At Completion,
and Estimate To Complete values are up to date.
Activation of the Financial Planning plugin

Performance Analytics – Content Pack – Financial Management for Financial Planning
(com.snc.pa.financial_planning) is no longer available to be activated directly. To request this
plugin, contact ServiceNow Support.
Project Management: The Original Start Date and Original End Date fields are not displayed by
default on the Project form.
You can activate the Project Portfolio Management (com.snc.financial_planning_pmo) plugin if

you have the admin role.
The Innovation Management plugin (com.snc.innovation_management) is new in New York and is
active by default with activation of the Project Portfolio Suite with Financials plugin.
To integrate Investment Funding with PPM, you can activate the Investment Funding for PPM
plugin (com.snc.investment_planning_pmo).
Scaled Agile Framework (SAFe) release notes

ServiceNow® Scaled Agile Framework (SAFe) product enhancements and updates in the New
York release.
The Scaled Agile Framework (SAFe) application helps you apply lean and agile principles to your
large enterprise. SAFe helps you develop and deliver software products in the shortest viable lead
time.
Sprint Tracking views
• Track the progress of your scrum tasks in horizontal lanes in the Task board view.
• Create, track, and complete the scrum tasks of your SAFe stories from the List view.
SAFe tests
Verify and pass the acceptance criteria of your SAFe stories by creating and running tests in the
SAFe Board. Perform the following testing activities from the SAFe Board by activating the Test
Management 2.0 plugin (com.snc.test_management.2.0).
• Create tests for stories within sprints.
• Find the tests to run for the sprint.
• Run tests and view test results.
Epic rollup

View rollups and completion percentages as you define and complete work on the larger work
items, epic, and feature.
Personalized columns
Personalize any list on the SAFe Board. Configure and view only the columns that are important
to you using the personalize list icon ( ) in the list.

Triage Board
Prioritize and sequence records of different task types, such as defects, incidents, and stories, in
a single backlog by using the Triage Board link.
Note: The Triage Board link is:

• Available only if you've activated the Agile — Scaled Agile Framework — Unified
Backlog plugin (com.snc.sdlc.safe.multi_task).
• Accessible only if you have the SAFe scrum master role.
SAFe program board

On the SAFe program board, track the progress of features in an Agile release train’s (ART)
program increments (PI) plan. You can also view the dependencies of the features across sprints
and teams.
Story board
Prior to the New York release, the Sprint Tracking tab on the SAFe Board displayed the progress of
stories on a Visual Task Board. The Story Board view has been added to the Sprint Tracking tab.
The Story Board view displays the progress of stories on a Visual Task Board.
Planning tab
The Big Room Planning tab on the SAFe Board has been renamed as the Planning tab.
Sprint details update
Prior to the New York release, you could edit the sprint details only from the Sprints module using
lists and forms. You can now edit the sprint details directly from the SAFe Board.
ServiceNow provides plugins that support two different configurations of SAFe: Essential SAFe and
Portfolio SAFe.
• Activate the Agile - Scaled Agile Framework - Essential SAFe plugin (com.snc.sdlc.safe) if you
have the admin role. This plugin provides the features of Essential SAFe only.
• Activate the Agile - Scaled Agile Framework - Portfolio SAFe plugin
(com.snc.sdlc.portfolio_safe) if you have the admin role. This plugin provides the features of
both Essential SAFe and Portfolio SAFe.

SAFe—Unified Backlog
Scaled Agile Framework integrates with SAFe — Unified Backlog to use the unified backlog
functionality. With this integration, you can maintain a unified backlog containing records of
different task types, such as defects, problems, incident tasks, and stories. You can prioritize and
sequence different task type records in one backlog.
Test Management 2.0 release notes

ServiceNow® Test Management 2.0 product enhancements and updates in the New York release.
The Test Management 2.0 application streamlines the management of testing processes to help
you deliver software products more efficiently and with fewer errors.
Test data migration

Start using Test Management 2.0 for its enhanced testing capabilities and features. Migrate your
existing test data from Test Management 1.0 to Test Management 2.0 by activating the Test
Management 2.0 — Data Migration plugin (com.snc.test_migration_v1_v2).
Test Management 2.0 and Project Portfolio Management integration

Project Portfolio Management no longer activates Test Management 1.0. To carry out the testing
activities on projects, activate both the Project Portfolio Management and Test Management 2.0
applications separately.
Activate the Test Management 2.0 plugin (com.snc.test_management.2.0) if you've the admin
role.
Scaled Agile Framework

Test Management 2.0 integrates with Scaled Agile Framework (SAFe) to provide testing
capabilities in SAFe. Due to this integration, you can verify and pass the acceptance criteria of
SAFe stories by creating and running tests in SAFe Board.
Time Card Management release notes

ServiceNow® Time Card Management product enhancements and updates in the New York
release.
Time Card Management enables you to record and track the time for your assigned tasks, such
as projects, incidents, problems, and change requests.

When you upgrade to the New York release, enable the State field of the Time Card [time_card]
table for auditing time card activities. You can view these activities in the Activities section of the
Time Card and Time Sheet forms. For more information, see Include a table field in auditing.
Time Sheet dashboard

Track time sheet activities and reports with the Time Sheet Dashboard. This dashboard is
included in the Performance Analytics – Content Pack – Project Portfolio Suite with Financials
(com.snc.pa.pmo_dashboards) plugin. To enable the Performance Analytics solution, see Out-
of-the-box Performance Analytics Solutions for Time Card Management.
Recall a processed time sheet or a time card
Recall a time sheet or a time card that you approved to return it to the submitter for corrections.
The submitter can then make any required changes and resubmit the time sheet.
Associate a task to a non-task-type category in a time card
Associate a task to a time card of a non-task-type category such as meeting, KTLO, and admin
activities. This action generates expense lines for the task when the time card is processed.
Delegate time sheet processing
Delegate the processing of your resource time sheets for occasions when you might not have
time to review them or may be unavailable. You can also track the activities of a delegated
time sheet in the Activities section of the Time Sheet form.
Time Sheet Portal enhancements
• Submit, approve, reject, or recall a time card directly from the Time Sheet Portal without
having to open the form view.
• Open the time sheet in the form view from the Time Sheet Portal using the time sheet form
view icon ( ).
• Log your time against a specific resource plan in a task with multiple resource plans.
• View notifications for the submitted and recalled time cards in the notification area.
Add more columns in the logged time card list on the Time Sheet Portal
Add columns in the logged time card list on the Time Sheet Portal to show additional information
that you might require to log your time cards.
Generate time card reports by day
Generate a time card report by days for any period, irrespective of the time sheet week that the
time cards belong to. For example, say August starts on a Wednesday and ends on a Friday. You
might want a time card report from August 1 (Wednesday) to August 31 (Friday) and not need
any time outside of that date range. Use the Time Card Daily [time_card_daily] table data to
generate time card reports by days.

You can activate the Time Card Management plugin (com.snc.time_card) if you have the admin
role.
The Time Card Management plugin is activated when you activate the Project Portfolio Suite with
Financials plugin (com.snc.financial_planning_pmo).
IT Operations Management release notes

IT Operations Management has new and updated features in the New York release.
ITOM Health release notes

ServiceNow® ITOM Health is a new aggregation in the New York release, uniting the existing
ServiceNow® Event Management and Operational Intelligence applications.
ITOM Health is part of the Information Technology Operations Management. ServiceNow® IT
Operations Management solutions help your organization enhance visibility into infrastructure and
services, prevent service outages, and maximize operational agility.
ITOM Health features
Event Management
Event Management helps you to identify health issues across the organization's IT infrastructure
on a single management console. It provides alert aggregation and root cause analysis (RCA)
for discovered services, application services, and automated alert groups. For information on
new and changed features, refer to the Event Management release notes.
Operational Intelligence
Operational Intelligence provides the ability to capture, and then explore and analyze
operational metrics data, identifying and indicating anomalies. Operational Intelligence
generates anomaly alerts that can be promoted to IT alerts and appear on the Alert Console
and service health dashboard. You can leverage this analysis to prevent potential service
outages. For information on new and changed features, refer to the Operational Intelligence
release notes.
The upgrade process moves your instance to a new ServiceNow® release version. Upgrading and
patching your instance requires planning, testing, and validation. To ensure a safe and effective
upgrade, create upgrade plans and test your upgrade on non-production instances before
upgrading your production instance.
The subscription plugin is automatically activated when you activate the Event Management and
Operational Intelligence plugins.

Use ITOM Health together with other IT Operations Management applications to enhance visibility
into infrastructure and services, prevent service outages, and maximize operational agility.
ITOM Visibility
ServiceNow® ITOM Visibility product consists of the ServiceNow® Discovery feature and the
ServiceNow® Service Mapping feature, which together give you a unified, connected view of
your entire IT network and the services it supports.
Discovery provides a replicable and reliable method to identify enterprise IT infrastructure.
Service Mapping creates an accurate, service-aware view of infrastructure. Service Mapping
continuously monitors IT resources for service-affecting changes and updates service maps in
real time.
For more information about ITOM Visibility, see the ITOM Visibility release notes.
ITOM Optimization
The ServiceNow® ITOM Optimization product contains the ServiceNow® Cloud Management
feature that gives you tools to provision private and public cloud infrastructure, and services and
achieve consistent management and cost visibility.
Event Management release notes

ServiceNow® Event Management product enhancements and updates in the New York release.
Event Management helps you to identify, remediate, and escalate health issues across your
organization's IT infrastructure on a single management platform. It provides alert aggregation
and root cause analysis (RCA) for discovered services, application services, and automated alert
groups.
The upgrade process moves your instance to a new ServiceNow® release version. Upgrading and
patching your instance requires planning, testing, and validation. To ensure a safe and effective
upgrade, create upgrade plans and test your upgrade on non-production instances before
Mobile experience for Event Management

Manage Event Management alerts and business services from anywhere, using the Event
Management mobile application. The mobile interface displays the top alerts and services,
organized by severity and priority. You can also view alert and service details, perform various
actions on alerts and services, create incidents, and add work notes.
SAP configurations enabling the SAP Solution Manager connector
The SAP Solution Manager connector is provided with Event Management.
Alert management rules provided with Event Management
New alert management rules are provided with Event Management:
• Create Major Incident

• Create Major Incident Candidate
A major incident candidate can be promoted to become a major incident.
New Event Management subflows

Specify repeated actions using the new Event Management subflows:
• Create Major Incident Candidate
• Create Major Incident From Alert
Learned Patterns Report

The Learned Patterns report appears in table format instead of dashboard format.
New term for Agent Intelligence
Agent Intelligence is now called Predictive Intelligence.
MID Server RCA support
As a legacy customer, you can configure a MID Server with RCA support. This feature is not
available for new customers.
Performance improvements
Substantial performance improvements have been implemented for event processing, impact
calculation, and alerts correlation.
Operational Intelligence release notes

ServiceNow® Operational Intelligence product enhancements and updates in the New York
release.
Operational Intelligence is an add-on application to the ServiceNow® Event Management
application, with a key preventive role in a service-centric solution for reducing service outages.
With Operational Intelligence, you can proactively identify service issues, pinpoint service
outages, and automate remediation.
Operational Intelligence captures raw metric data from various data sources such as the
SolarWinds monitoring server and the Nagios XI server. Then, based on the analysis of the historical
metric data, Operational Intelligence detects anomalies that Event Management may not
capture.
Operational Intelligence generates anomaly alerts that you can promote to regular Event
Management alerts. Those alerts appear on the Alert Console and service health dashboard,
and you can use Alert Intelligence in the ServiceNow® Agent Workspace application to manage
the alerts.
After you upgrade all the Operational Intelligence ServiceNow® MID Servers in the MID Server
distributed cluster to New York, restart the MID Servers in the cluster:
1. Stop all the MID Servers in the MID Server distributed cluster.
2. Wait for all the MID Servers in the MID Server distributed cluster to be stopped.

3. Start all the Operational Intelligence MID Servers, one MID Server at a time.
Some data might be lost between the time that the MID Servers upgrade starts and until the
completion of the MID Servers restart after upgrade. If you are using connectors, then you can
minimize this data loss by disabling the metric connectors before starting the upgrade. After the
upgrade completes:
1. Set the max_fetch_interval_min parameter to the time length that the connectors were down.
2. Enable the connectors to pull the missing data.
Agent Workspace for Operational Intelligence

Configure and view metric charts for CIs associated with alerts in Agent Workspace. Configure
up to 10 metric charts to appear on a single form for a CI that is associated with an alert that
you are viewing in Agent Workspace.
ITOM Health
Access Operational Intelligence as a feature of the ServiceNow® ITOM Health product in the
ServiceNow IT Operations Management product.
Anomaly detection
• The action level of anomaly detection can be configured to manage overall data load
as needed. Use the anomaly_detection_action_level configuration setting to increase or
decrease the anomaly detection processing that is applied to specific configuration items
(CIs) and metrics at different stages of implementation.
• The time series modeling and anomaly score calculations accuracy is improved. These
improvements provide more robust anomaly detection and fewer false positives through
dynamic threshold analysis of control factor.
Insights Explorer
• Open the application service map for an application service that appears in Insights Explorer.
• Operational Intelligence MID Servers support higher metric ingestion rate. This ability reduces
the Insights Explorer refresh interval to a minute and therefore, the metric data that you view
in Insights Explorer is more up to date.
The Operational Intelligence plugin (com.snc.sa.metric) 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 Operational Intelligence plugin (com.snc.sa.metric)
depends on the Event Management (com.glideapp.itom.snac) plugin being activated.

Event Management
Operational Intelligence depends on Event Management when binding metrics to CIs and
to include anomaly alerts that were promoted to IT alerts in the alert console. Operational
Intelligence and Event Management share some connectors that pull metric data and events
from the same data sources.
Agent Workspace
Optionally, use Agent Workspace for Operational Intelligence as an easy-to-navigate central
interface that lets you view the health of a CI associated with an alert. Health details for a CI
include various metric charts with control bounds, and aggregations for single score charts.
ITOM Visibility release notes

ServiceNow® ITOM Visibility is a new application in the New York release. ITOM Visibility consists of
the ServiceNow® Discovery and ServiceNow® Service Mapping products.
ITOM Visibility is part of the Information Technology Operations Management. ServiceNow® IT
Operations Management solutions help your organization enhance visibility into its infrastructure
and services, prevent service outages, and maximize operational agility.
ITOM Visibility features
Discovery
Use Discovery to find applications and devices on your network, and then update the CMDB
with the information it finds. For more information on new and changed features, see Discovery
release notes.
Service Mapping
Use the Service Mapping application to discover all application services in your organization
and builds a comprehensive map of all devices, applications, and configuration profiles used in
these business services.
Service Mapping maps dependencies, based on a connection between devices and
applications. This method is referred to as top-down mapping. The top-down mapping helps
you immediately see the impact of a problematic object on the rest of the application service
operation. For more information on new and changed features, see Service Mapping release
notes.
Subscriptions for IT Operations Management applications

The ServiceNow platform uses a new licensing method where your organization is charged for
using the following IT Operations Management products: ServiceNow® ITOM Visibility product,
ServiceNow® ITOM Health product, and ServiceNow® ITOM Optimization product.
The Discovery (com.snc.discovery) plugin activation automatically triggers activation of the
ITOM Licensing (com.snc.itom.license) plugin. For more information, see Request Discovery.
Pattern deployment for IT Operations Management
Use the latest available patterns from the ServiceNow Store for horizontal and top-down
discovery. Upon fresh installation or upgrade to the New York release, the Discovery and Service
Mapping Patterns (com.sn_itom_pattern) plugin deploys the patterns from the ServiceNow Store

on your instance. The Discovery and Service Mapping Patterns plugin is automatically activated
when you activate the Discovery (com.snc.discovery) plugin.
ITOM Visibility is available under subscription and requires ServiceNow personnel to activate the
Discovery and Service Mapping plugins.
The subscription plugin is automatically activated when you activate the Discovery plugin.
Use ITOM Visibility together with other IT Operations Management applications to enhance
visibility into its infrastructure and services, prevent service outages, and maximize operational
agility.
ITOM Health
ServiceNow® ITOM Health product includes the ServiceNow® Event Management feature
and the ServiceNow® Operational Intelligence feature, which together help you to track and
maintain the health of services.
Event Management captures alerts from infrastructure events captured by third-party monitoring
tools. Event Management uses IT-related information gathered by Discovery to map alerts to
configuration items. Event Management then provides dashboards showing a consolidated view
of all service-impact events.
Use Operational Intelligence to proactively analyze IT infrastructure to spot issues and
prevent service outages. Using advanced machine learning to analyze information about
IT infrastructure, the application automatically determines dynamic thresholds and identifies
anomalies that may indicate potential service outages.
For more information about ITOM Health, see the ITOM Health release notes.
ITOM Optimization
Discovery release notes

ServiceNow® Discovery product enhancements and updates in the New York release. Starting
with this release, Discovery is part of the ServiceNow® ITOM Visibility application. For more
information, see the ITOM Visibility release notes.
During upgrade to the New York release, the April 2019 (1.0.39) release of Discovery and Service
Mapping Patterns is automatically installed for Discovery customers.
Important: It may make the upgrade time longer depending on your CMDB size. To
decrease the upgrade time, install the Discovery and Service Mapping Patterns from
ServiceNow Store before upgrading to the New York release.
The process of upgrading from Madrid to New York deactivates all Discovery schedules for
cloud resources (VM). Schedules deactivated during the upgrade appear in the list view of the
Discovery Schedule [discovery_schedule] table with a Run status of undefined. These schedules

cannot be used to discover cloud resources either when run immediately or on the day and time
configured. After upgrade, open your cloud schedules in the Discovery Manager and re-activate
them.
File-based Discovery
File-based Discovery helps you identify what software is running on your Windows and UNIX
servers and devices even if no registration information is available. You can manage records of
your software licenses, check for unlicensed files, and detect forbidden, damaged, or unwanted
files which is helpful for compliance and software audits. In the Madrid release, File-based
Discovery was limited access only. In the New York release, File-based Discovery is available to all
users who have Discovery.
All Discovery users get the File-based Discovery plugin [com.snc.discovery.file_based_discovery]
when they upgrade to the New York release however, it will not be activated. To avoid
impacting performance, File-based Discovery is disabled by default for all users.
IAM roles on AWS EC2 instance profiles

ServiceNow® MID Server applications running on AWS EC2 instances, properly configured,
benefit from IAM roles configured with an EC2 instance profile. Discovery uses temporary security
credentials that are retrieved via the AWS Instance Metadata Service. For more information, see
Amazon Web Services documentation on IAM roles for Amazon EC2 and EC2 instance profiles.
VMware enhancements for ServiceNow® Software Asset Management (SAM) plugin.
Distributed resource scheduler (DRS) Affinity Rules restrict the movements of virtual machines to
certain physical servers. You can now see the DRS cluster settings for your virtual machines via
Discovery. This visibility helps the SAM compliance engine use the discovered DRS cluster rules for
use cases for Publisher packs such as Oracle.
vCenter probes and probe parameters

The VMware - vCenter VM Tags probe discovers VMware virtual machine tags. You can attach
VMware tags to vSphere objects, such as virtual machines, through the vSphere interface.
Objects with tags are sortable and searchable based on the parameters you give the tags in
vSphere.
AssumeRole Enhancements for AWS Organizations

AWS Organizations support, previously introduced in the London release, now leverages fully
configurable AssumeRole request parameters as dictated by the AWS Security Token Service
AssumeRole API Action. For details on the specific parameters, see Amazon Web Services
documentation for AssumeRole API Action.
Cloud Discovery

Discovery Manager wizard helps to quickly create cloud Discovery schedules. Select the
accounts and subaccounts to discover, the credentials for accessing these accounts, and the
MID Servers to scan the resources. You can add accounts and credentials with the wizard or go
directly to Guided Setup to create an additional MID Server.
Discovery Home page
Discovery home page provides a new tile to view the results of a cloud Discovery. Click the
Cloud Resources tile to display a chart of the different resources discovered.
GETBULK settings
GETBULK request allows you to retrieve a large amount of data in batches, reducing the number
of requests and reducing latency. In previous versions, the SNMP probe parameter [use_getbulk]
allowed you to configure GETBULK at the probe parameter only. Now, you can set for individual
MID Servers or globally for all MID Servers using [mid.snmp.use_getbulk].
• SNMP probe parameters [use_getbulk]
• MID Server configuration parameter [mid.snmp.use_getbulk]
• MID Server properties [mid.snmp.use_getbulk]
If you previously had this probe parameter set to Off, the global settings remain Off to avoid
unnecessary issues. You can set the parameter to True to turn GETBULK on. If you previously had
this probe parameter turned On, the global settings remain On.
IP address reconciliation
IP address reconciliation code has been updated to prevent duplicate IP addresses from being
inserted in the IP address [cmdb_ci_ip_address]tables. Previously, some configuration items (CIs)
with the same serial number under the same schedule could be discovered.
Probe to pattern migration
Probe to pattern migration is only supported for the New York release and later. See the
Switching from Probe-based Discovery to Pattern-based Discovery [KB0694477] article in the HI
Knowledge Base for more information.
Shazzam probe for SNMP devices
Shazzam probe now targets sysObjectID (OID) rather than sysDescr, because the latter can be
empty. If there's no response, the Shazzam sensor doesn't trigger the SNMP - Classify probe.
Shazzam payload controls
Shazzam probe payload is no longer controlled by probe parameters. This
payload is now controlled by the MID Server properties: shazzam.chunk_size,
mid.shazzam.regulator.packets_per_interval, and mid.shazzam.regulator.interval_ms. The
properties can be added to MID Servers and adjusted to change the probe payload settings.
It's not necessary to add these properties because the Shazzam probe falls back on the default
value of each property.
Windows Discovery optimization
A script is now run to offload work to the remote Windows systems to enhance efficiency of the
Windows Discovery probe. It's a requirement that these remote Windows systems run PowerShell
2.0 or higher (up to 5.0) to allow the script to run properly.
The Windows-installed software probe has been updated to enhance performance. This probe
now uses the $admin share folder as the default. When the MID Server queries the target, the
output is now written as JSON instead of XML. For more information on Windows Discovery, see
the knowledge base article KB0752537.

There is a new probe parameter output_format that controls the output format of the probe
and should not be changed. The probe post-processing script was updated to handle the new
format. You must have a minimum of 10 MB of free space for this to work.
Windows Server 2019

New York release supports the discovery of Windows Server 2019 and Microsoft Hyper-V server
running on Windows Server 2019.
Windows probes
All Windows probes using WMI protocol now use the $admin share folder as the default to
enhance performance. If another network share is mounted on each Window's target, the folder
may be changed by updating the MID Server property mid.powershell.target_base_dir.
Discovery is available as a separate subscription from the rest of the Now Platform® and requires
the Discovery (com.snc.discovery) plugin.
The following accessibility improvements were made in the Discovery-related sections of the
Information Technology Operations Management (ITOM) Guided Setup:
• Improved screen reader accessibility (including alternative text to images and labels to text
fields)
• Improved color contrast of hyperlinks (in Discovery Quick Start)
Service Mapping
ServiceNow® ITOM Visibility application includes both Discovery and ServiceNow® Service
Mapping in one package. Discovery must be activated and set up to allow Service Mapping to
discover devices and applications. Together, Discovery and Service Mapping give you a unified,
connected view of your entire IT network and the services that it supports.
Service Mapping release notes

ServiceNow® Service Mapping feature enhancements and updates in the New York release.
Starting with the New York release, Service Mapping is part of ServiceNow® ITOM Visibility
application. For more information, see ITOM Visibility release notes.
During upgrade to the New York release, the April 2019 (1.0.39) release of Discovery and Service
Mapping Patterns is automatically installed for Discovery customers.
Important: It may make the upgrade time longer depending on your CMDB size. To
decrease the upgrade time, install the Discovery and Service Mapping Patterns from
ServiceNow Store before upgrading to the New York release.

Discover services with service-centric top-down schedules

Create top-down discovery schedules based on service attributes or service group attributes.
You may need to discover some services more often than others, because of their criticality.
Alternatively, you may want to create custom schedules to rediscover services that undergo
changes more often than once a day.
Transfer service definitions from one instance to another
Save time and effort by exporting definitions of application services from the source instance
and importing these definitions into the target instance. Use this method to copy definitions of
discovered application services only, not manually created application services.
Open service maps in Event Management
Open application services in the ServiceNow® Event Management feature of ServiceNow®
ITOM Health application by clicking Monitor Service at the top of the service map. In Event
Management, you can view alerts on configuration items (CIs) that are part of the application
service.
Use Service Mapping in Agent Workspace
Perform procedures involving lists of services and service forms available in the ServiceNow®
Agent Workspace product. For an example of how to use Service Mapping in Agent Workspace,
see Enable traffic-based discovery for an application service.
Import third-party services
Import third-party services as manually created application services using REST APIs. This process
correctly assigns applications to hosts and preserves connections between applications.
Subscriptions for IT Operations Management applications

The ServiceNow platform uses a new licensing method where your organization is charged for
using the following IT Operations Management products: ServiceNow® ITOM Visibility product,
ServiceNow® ITOM Health product, and ServiceNow® ITOM Optimization product.
The Discovery (com.snc.discovery) plugin activation automatically triggers activation of the
ITOM Licensing (com.snc.itom.license) plugin. For more information, see Request Discovery.
Enhanced integration between ITSM and Service Mapping
The improved mechanism of recognizing planned and unplanned changes is implemented.
Data that Service Mapping provides to ServiceNow® Change Management product is more
accurate than before.

Service Mapping is available under the ITOM Visibility subscription and requires activation by
ServiceNow personnel.
The following plugins are activated automatically when the Service Mapping plugin
(com.snc.service-mapping) is activated:
• Discovery (com.snc.discovery)
• Pattern Designer (com.snc.pattern.designer)
• Cloud Management Core (com.snc.cloud.core)
• Performance Analytics – Content Pack – Service Mapping (com.snc.service-
mapping.pa.content)
• Event Management and Service Mapping Core (com.snc.service-watch)
Note: The Event Management and Service Mapping Core (com.snc.service-watch)

plugin is different from the Event Management plugin (com.glideapp.itom.snac).
Service Mapping supports Web Content Accessibility Guidelines (WCAG) 2.0 level AA for all
tasks performed on service maps in the View and Edit modes. User interface elements have
enhancements that make them accessible to screen readers.
Discovery
Service Mapping relies on ServiceNow® Discovery for discovering devices that act as hosts for
applications. Together, Discovery and Service Mapping give you a unified, connected view of
your entire IT network and the services it supports. Service Mapping and Discovery make up
ITOM Visibility.
Event Management
Event Management uses IT-related information gathered by Discovery and Service Mapping to
map alerts to configuration items (CIs). Event Management then provides service maps showing
alerts on CIs.
MID Server
Service Mapping uses the ServiceNow® MID Server product to communicate with CIs in your
organization.
ITOM Optimization release notes

ServiceNow® ITOM Optimization is a new application in the New York release.
ITOM Optimization uses the features of the ServiceNow®Cloud Management application.
ITOM Optimization

ITOM Optimization features
Cloud Management
With Cloud Management, you can use a single interface to access cloud resources, publish
cloud offerings to a catalog, and manage the usage of those resources. You can also manage
the life cycles of those resources. Cloud Management is integrated with both private and public
cloud providers, including Amazon AWS Cloud, Microsoft Azure Cloud, and VMware offerings.
For more information on new and changed features, see the Cloud Management release notes.
ITOM Optimization uses the features of Cloud Management. Cloud Management requires a
specific plugin.
For more information about the required Cloud Management plugin, see Cloud Management.
Related ServiceNow® applications and features
ITOM Optimization
Use ITOM Optimization together with other IT Operations Management applications to enhance
visibility into its infrastructure and services, prevent service outages, and maximize operational
agility.
ITOM Health
ServiceNow® ITOM Health product includes the ServiceNow® Event Management feature
and the ServiceNow® Operational Intelligence feature, which together help you to track and
maintain the health of services.
Event Management captures alerts from infrastructure events captured by third-party monitoring
tools. Event Management uses IT-related information gathered by Discovery to map alerts to
configuration items. Event Management then provides dashboards showing a consolidated view
of all service-impact events.
Use Operational Intelligence to proactively analyze IT infrastructure to spot issues and
prevent service outages. Using advanced machine learning to analyze information about
IT infrastructure, the application automatically determines dynamic thresholds and identifies
anomalies that may indicate potential service outages.
For more information about ITOM Health, see the ITOM Health release notes.
ITOM Visibility
ServiceNow® ITOM Visibility product consists of the ServiceNow® Discovery feature and the
ServiceNow® Service Mapping feature, which together give you a unified, connected view of
your entire IT network and the services it supports.
Discovery provides a replicable and reliable method to identify enterprise IT infrastructure.
Service Mapping creates an accurate, service-aware view of infrastructure. Service Mapping
continuously monitors IT resources for service-affecting changes and updates service maps in
real time.
For more information about ITOM Visibility, see the ITOM Visibility release notes.
Cloud Management release notes

ServiceNow® Cloud Management enhancements and updates in the New York release.

• Upgrade from any version of Cloud Management version 2 (starting in the Kingston release) is
supported.
• Catalog items created from cloud-native templates in releases prior to the Madrid release
are treated as blueprint-based catalog items. As a result, you cannot modify the underlying
template. There is no workaround.
Schedule discovery of all resources in a service account

The Cloud Management application uses an improved discovery process. You no longer
perform discovery on an entire cloud account. Instead, in the Cloud Admin Portal, you schedule
discovery for each service account. Because the process generates a discovery schedule for
each logical datacenter in the service account, you can perform discovery for any number of
logical datacenters as needed.
• Because the Cloud Management application uses an improved discovery process, you no
longer perform discovery on an entire cloud account. Instead, in the Cloud Admin Portal, you
schedule discovery for each service account. See Schedule discovery of all resources in a
service account.
The Cloud Management (com.snc.cloud.mgmt) plugin requires a separate subscription. You must
request activation from ServiceNow personnel.
Google Cloud Connector

The Google Cloud Connector app enables Cloud Management to support resources in Google
Cloud Platform accounts. Visit the ServiceNow Store website to get the app. The app listing
page includes details on Now Platform and software requirements.
IBM Cloud Connector
The IBM Cloud Connector application enables Cloud Management to support resources in IBM
Cloud Platform accounts. Visit the ServiceNow Store website to get the app. The app listing
page includes details on Now Platform and software requirements.
IT Service Management release notes

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

Asset Management release notes

ServiceNow® Asset Management product enhancements and updates in the New York release.
• In-flight transfer orders created to fulfill IT equipment requests are upgraded to include the
following fulfillment tasks: Ready for fulfillment, Prepare for shipment, Ship, Receive, and Deliver.
These in-flight transfer orders are created as part of the HR Onboarding flow. Stages of the
fulfillment tasks that were completed before the transfer orders were upgraded are closed.
For example, if a transfer order line is in the Shipment Preparation stage, then the Ready for
fulfillment and Prepare for shipment stages are closed because the tasks were completed
before the upgrade.
Note: Once you upgrade, you see that new open fulfillment tasks appear in the transfer
order. Close these tasks to move the transfer order through the fulfillment process.
Improve new hire onboarding experience leveraging Asset Management

Automate the process for new hires to request IT assets, track and update the assets, and
minimize the risks of delays or missing assets. Improve the new-hire onboarding experience with
a base system workflow that automates the fulfillment process for IT hardware, software, and
consumable requests. The status of the IT asset is automatically updated as it moves through the
fulfillment process until it gets assigned to the requester.
Mobile Experience: Enable end-users to keep track of assigned equipment and create incidents
Create an incident against an asset with the Now Mobile app. You can also use the mobile
application to view assets assigned to you.
Mobile experience: Receive equipment into inventory
Improve employee productivity and reduce fulfillment cycle time with the ServiceNow®Agent
mobile app. Enable personnel to receive equipment into their inventory by taking a picture of
the QR code of the asset.
Active by default.
Benchmarks release notes

ServiceNow® Benchmarks product enhancements and updates in the New York release.
Benchmarks dashboard

As a managed service provider (MSP), you can view the global MSP aggregate score in the
Benchmarks KPI dashboard. With the appropriate access roles, you can view six months of
historical KPI data.
Gather six months of historical KPI data
Run a scheduled job to generate six months of historical KPI data.
You must opt in to Benchmarks to participate in Benchmarks data collection. However, you can
opt out at any time.
Change Management release notes

ServiceNow® Change Management product enhancements and updates in the New York
release.
After you upgrade, you can:

• Request and activate the ITSM Roles (com.snc.itsm.roles) plugin to use the granular roles
introduced in the New York release. This plugin contains new user roles for all ServiceNow®
ITSM products including Change Management. For more information, see Request ITSM Roles-
Change Management.
Note: This plugin introduces an enhanced security model to ensure that the new roles
function as expected. This plugin includes new security ACLs for tables, fields, and UI
actions, and may impact any customizations made to security model on the base
system.
Request ITSM Roles- Change Management

Use the new read and write roles for Change Management to provide more flexibility in granting
access to your users. Activating the ITSM Roles — Change Management plugin adds the
following roles.
• sn_change_read
• sn_change_write
Activate Business Stakeholder
Use the business_stakeholder role to provide secure access to approve or read records and to
view reports for a specific product. You can add this role by installing the Business Stakeholder
(com.snc.business_stakeholder) plugin. For new users, this role contains the following ITSM
product-specific read roles:
• sn_incident_read
• sn_problem_read
• sn_change_read

• sn_request_read
• approver_user
If you are an upgrade user, request the ITSM Roles (com.snc.itsm.roles) plugin to include the
given product-specific roles.
For more information, see Request ITSM Roles- Change Management plugin.
Create approval definitions

When adding a group approval for an approval definition, you can specify how many users
should approve the definition. When you use the Percentage of users option, you can select the
percentage of users that you need for an approval definition. This feature gives you flexibility in
determining the number of approvals required to complete the approval action.
Identify unauthorized change activity
When an unplanned configuration item (CI) activity occurs, it's critical that you capture the
change and raise an approval request to review the impact. You can now identify and approve
an unauthorized change from the Change Management application. The Unauthorized check
box in the Schedule section of an emergency change request, if selected, indicates that the
change is unauthorized.
New Service offering related list added to the Change request form
For any change request, you can now view the list of impacted service offerings when you
implement this change. The Service offering related list in the change request contains a list of
affected service offerings. This related list is available when you activate the Service Portfolio
Management plugin. Choosing the Refresh Impacted menu option automatically adds this
plugin. This refresh action lists all the impacted CIs and the related affected service offering list of
the change request.
Note: To make this change, ensure that you have the admin, personalize, or
personalize_form role.
Create a change request

Use the Service field on the Change Request form to add the business service that you want to
make available for the change request.
Quick start tests for Change Management
verify that Change Management still works. If you customized Change Management, copy the
quick start tests and configure them for your customizations.
Business Service renamed to Service

The name change is implemented in the following areas:
• The Business Service field is relabeled as Service. The Service field is available on the Change
Request form in the base system.
• The Source field value Business Service is relabeled as Service in blackout and maintenance
schedules.

These changes are only available for new users. There are no changes to these field labels for
upgrading users. If you want to experience the change, modify both field labels to align to this
new standard.
Change Management API
The Change Management API suite is enhanced to improve the user experience of DevOps
teams that integrate with Change Management. The new REST API endpoints enable DevOps
team members to add and retrieve affected CIs, impacted services, and service offerings for
a change request. Based on the affected CIs, the REST API also triggers the Refresh Impacted
Services process that populates the impacted services.
The Routine form view of the Change form context menu is removed. The files related to this view
are deleted from the sys_ui_view.list.
Change Management provides the following plugin:

• The ITSM Roles plugin installs granular roles that provides more flexibility in granting access
to your users. This plugin contains new user roles for all ITSM products, including Change
Management. For more information, see Request ITSM Roles- Change Management.
Note:
• This plugin is activated for new users. Existing users must request and activate the
plugin to use it.
• This plugin introduces an enhanced security model to ensure that new roles function
as expected. This plugin includes new security ACLs for tables, fields, and UI actions.
The security ACL may impact any customizations made to the security model base
system.
Coaching release notes

ServiceNow® Coaching product enhancements and updates in the New York release.
Automatically assigning skills after completing coaching assessments

Automatically assign skills to trainees for specific skill levels based on the training they have
completed. For example, if a trainee completes training for learning Japanese at an expert
level, then the skill level 'expert' can be assigned to the trainee.
Creating coaching assessments from incidents, problems, or change requests
You can create a coaching assessment from incidents, problems, change requests, or any other
table that extends the task table. Enable the display of the Create Coaching Assessment button
and create your assessments using that button.

The Coaching (com.sn_coaching) plugin 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 Coaching application is available with the ITSM Professional subscription
only. Please contact your account manager for more information.
Continual Improvement Management release notes

ServiceNow® Continual Improvement Management product enhancements and updates in the
New York release.
Guided tour for Continual Improvement Management

As an improvement manager or a coordinator, you can use the guided tour to guide you
through creating, monitoring, and running improvement initiatives. When you create an
improvement initiative, click question mark icon (?) in the top UI ribbon and then click Take a
tour to get started with the guided tour.
Changes in UI labels
• The label for Implement state has been changed to In Progress state.
• The field name Why this improvement is important has been changed to Business justification.
Associate similar initiatives with a parent initiative

Track initiatives easily by associating similar parent initiatives to a child initiative or similar child
initiatives to a parent initiative.
The Continual Improvement Management (com.sn_cim) plugin 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 Continual Improvement Management
application is available with the ITSM Professional and CSM Professional subscription only. Contact
your account manager for more information.
Incident Management release notes

ServiceNow® Incident Management product enhancements and updates in the New York
release.
The Incident Management product helps to restore normal service operation during incidents
while minimizing impact to business operations and maintaining quality.

ITSM Roles — Incident Management plugin
The ITSM Roles — Incident Management plugin (com.snc.itsm.roles.incident_management)

adds the sn_incident_read and sn_incident_write roles, which enables you to restrict broader
access to your data for increased data protection. It also updates the existing security model for
Incident Management to support these new roles.
Business Stakeholder role
• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user
Special handling notes for incident records

Provide additional information about an individual record or set of records that meet one or
more conditions by including special handling notes, which are displayed in a pop-up window.
Activate the Special Handling Notes plugin (com.sn_shn) to add the Create Special Handling
Notes related link from which you can create the notes. Remember to configure the incident
form to display these notes.
Major incident workbench improvements
• Alerts: Activate the Event Management plugin (com.glideapp.itom.snac) to add an Alert

card under the Summary tab that keeps you up to date on the number of alerts for each
incident. The count is the total of all primary and secondary alerts for the incident.
• View recent outages: View the downtime for the listed impacted services and affected CIs
on the Impacted Services and Affected CIs card. Up-to-date outage information enables you
to quickly deal with issues.
Chat from Outlook add-in

Chat with a virtual agent directly within Microsoft Outlook using the ServiceNow for Outlook add-
in. Previously, you could only create a VTB task or incident from the add-in.
KCS article integration for Incident Management

Knowledge-Centred Service (KCS) is an initiative related to the creation and continuous
improvement of knowledge. KCS article integration for Incident Management enables you to
create known error articles more easily from an incident and use templates to include issues and
resolutions.

Calculation of time to identify in Post Incident Report includes alerts

The Time to Identify is calculated as the difference of time between the creation of the
first related alert for the incident or creation of the incident (if there is no alert or the Event
Management plugin is inactive), whichever is earlier, and the time when the incident is first
proposed or promoted as a major incident.
Note: In previous releases, this value indicated only the time from creation of an incident
to when the incident was first proposed as a major incident.
Clickable links on major incident workbench

Added clickable links for all the related records in the cards under the Summary tab. You can go
to the form view of any record using the link. Except for the related alert links in the Alert card,
all other links take you to the form view of the record. For Alerts, the link takes you to the Alert
workspace.
Create Outage
When you create an outage from an Incident, the outage record is not saved unless you
manually save or submit the record. In previous releases, when you created an outage the
record was created and saved immediately.
Customizable Outlook add-in
Create new manifests, and clone and customize labels, logos and descriptions of the Outlook
add-in. You can also change the plugin ID in order to use multiple versions of the add-in from an
Outlook client.
• Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Incident
Management plugin.
• Activate the Special Handling Notes plugin (com.sn_shn) to configure the incident form layout
to view special handling notes.
• Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge)
for integration of Incident Management with Advanced Knowledge Management features
that enable you to create known error articles easily from an incident.
ITSM Agent Workspace release notes

ServiceNow® ITSM Agent Workspace product enhancements and updates in the New York
release.
The ITSM Agent Workspace integrates the platform functionality specific to ITSM tier 1 agents and
puts these features into an easy-to-navigate interface.
Plugins
Introduced two plugins, ITSM Workspace Landing Pages
(com.snc.agent_workspace.itsm.landing_page) and ITSM Workspace Landing Pages — Premium
(com.snc.agent_workspace.itsm.landing_page_premium), to provide two versions of landing
pages to deliver the standard and the premium landing page for ITSM Agent Workspace.

Landing pages
Introduced two landing pages where you can view reports and indicators:
• Incident Overview: The basic landing page includes single-score reports and the list report.
These reports provide information on open P1 incidents, incidents on which an SLA is already
breached or about to be breached, incidents that are not assigned to anyone, and the
records that are assigned to a user to work on.
• Incident Overview — Premium: The premium landing page includes the reports in the basic
version as well as additional single-score reports. The landing page includes assigned tasks
for you and unassigned incidents in the system. It also displays a graphic representation of
organizational performance metrics such as Mean Time To Resolution, First Call Resolution,
and Customer Satisfaction.
Major incident state field

Introduced the major incident state field on the incident form header of workspace. The value is
highlighted if the state is Proposed or Accepted.
Activate the ITSM Workspace Landing Pages — Premium plugin

(com.snc.agent_workspace.itsm.landing_page_premium) to get the premium landing page for
ITSM Agent Workspace. Activation of the plugin automatically activates the Agent Workspace
(com.agent_workspace) plugin and the Performance Analytics — Content Pack — ITSM
Dashboards plugin (com.snc.pa.itsm_dashboards).
ITSM Virtual Agent release notes

ServiceNow® ITSM Virtual Agent product enhancements and updates in the New York release.
ITSM Virtual Agent includes many predefined conversations designed to help your IT users
complete common tasks, such as password reset and creating an incident.
Natural Language Understanding
Benefit from Natural Language Understanding (NLU) for all your ITSM Virtual Agent topic
conversation flows. ITSM Virtual Agent uses NLU to comprehend word meanings and recognize
word contexts to better infer user or system actions.
Enable NLU on the ITSM Virtual Agent application and republish your conversations to optimize
user experience with the NLU feature.
Decide whether you want ITSM Virtual Agent to use only keywords, which results in quicker
time-to-value in the short term. Or you can choose all NLU, which results in a better employee
experience in the long term.
ITSM Virtual Agent conversations

Duplicate and extend the provided example ITSM Virtual Agent pre-built conversation flows.
Expand your conversation library, by publishing these additional pre-built topic conversation
flows:
• Walk-up Check-in

Note: the Walk-up Check-in topic is available when the Walk-up Experience plugin
(com.snc.walkup) is activated.
• Guest WiFi Access
• Local Admin Access
• Repository Access
• Email Setup
• Email Issues
• VPN Connectivity
• Meeting Room Issues
• Troubleshoot Slow Computer
• Printer Issues
• Manage Distribution List
• RSA Token
• Greetings
• Anything Else Topic
• Live Agent Support
• Closing Conversation
• Personalized Greeting Topic
• Error Handling Topic
• Provide Virtual Agent Feedback
• Fallback Topic
• Virtual Agent Capabilities
• Time and Date
Modified ITSM Virtual Agent conversation

Improved the following ITSM Virtual Agent topic flows:
• Order an Item — Text enhanced with more specific detail and renamed to Submit a Request.
Enables you to order basic items directly within ITSM Virtual Agent.
• Reset Password — Text enhanced with more specific detail and renamed to Get Password
Reset Link. Enables you to obtain a link to directly reset a password within ITSM Virtual Agent.
• System Status — Text enhanced with more specific detail and renamed to Service Disruptions.
Enables you to view known outages and degradations within ITSM Virtual Agent.
• Virtual Agent must be activated before you can use the ITSM Virtual Agent chatbot topics.
• To activate this feature, request the Virtual Agent plugin (com.glide.cs.chatbot) through the HI
Customer Service system.
• You must have the admin role to activate the ITSM Virtual Agent Conversations plugin
(com.snc.itsm.virtualagent) to access the predefined ITSM Virtual Agent topics.

Notify release notes

ServiceNow® Notify product enhancements and updates in the New York release.
The NotifyConferenceUtil API provides methods to manage Notify conference calls and SMS
messages for various telephony service providers, such as Zoom and WebEx. Previously the Notify
API supported only telephony providers like Twilio.
SMS preference configuration
Recipients can opt out of receiving text messages from US short code and long code to comply
with the industry standards.
You can unsubscribe from receiving SMS messages from a short code or a long code by sending
the opt-out keyword configured in the SMS Preference Configuration, for example, STOP, END,
CANCEL, UNSUBSCRIBE, and QUIT. Any of these STOP keyword replies can prevent the user from
receiving new messages from the phone number they're responding to.
Note: You can also configure Notify to opt in to receive SMS messages from a service
provider.
Callback testing
Make an outgoing call or send a test SMS message using Twilio to trigger callbacks in
ServiceNow without having to make a direct request.
Note: This feature is available only for the Twilio Direct driver.
Send a brief message to conference call participants

Send a brief message to the participants when starting a conference call to set a context for the
conference.
Select phone numbers or service providers in a communication plan
Add multiple service providers for SMS and Voice Services. You can select a service provider or a
phone number when creating a communication plan.
Select a phone number/shortcode or a service provider when adding a communication
channel to a communication plan so that you can select the right number/provider for sending
an SMS message or initiating a conference call.
Manage conference calls

Enable users to join an active conference call without having to navigate through related
records.
Sending SMS messages simplified
Send SMS messages as efficiently as adding a participant to a call. You can easily choose a
number or a provider from which you want to send an SMS to the conference call participants

and add and remove participants. You can also search for a participant, group or phone
number to send an SMS.
Custom label for numbers and shortcodes
Add a user-friendly label for numbers and shortcodes from service providers using the Label field
in the Notify phone number page.
The Notify plugin requires a separate subscription. This plugin includes demo data and activates
related plugins if they are not already active.
On-Call Scheduling
Configure On-Call Scheduling to use Notify functionality to send SMS alerts and assign users to
tasks based on the SMS responses.
Major Incident Management
Use Notify with incident communication plans and major incidents to send SMS messages or start
conference calls.
On-Call Scheduling release notes

ServiceNow® On-Call Scheduling product enhancements and updates in the New York release.
On-Call Scheduling provides the ability to create on-call schedules and escalation policies for a
group. An on-call schedule determines who should be notified when a task is assigned to a group.
When using the Notify plugin (com.snc.notify), you can notify on-call members using voice and
SMS capabilities.
User interface for creating and maintaining a schedule
Create a new schedule or edit an existing one by defining shifts and rosters. Edit roster
information, escalation policies, and group settings all from the same page.
Group templates
Create templates for your group that can be used when creating an on-call schedule. A 24/7
template is provided by default. You can also create your own customized templates.
Create draft shifts
Create an on-call shift in draft/inactive mode and publish the shift when the schedule is ready to
be published, or unpublish it to return it to draft mode.
Time-zone selector
Use the time-zone selector on the on-call calendar to change the date and times in the
selected time zone.
On-call Contact preferences

Create and manage your contact preferences for on-call escalations. You can indicate your
availability and add communication channels for individual contact attempts.
Note: In the base product, on-call notifications of Email, SMS and Voice are supported
but SMS and Voice notifications are available only when Notify is enabled.
On-call contact sources

When adding devices, users can select devices from various contact sources, for example, the
user table, notification devices configured on the user profile, and so on. Admins can configure
these on-call contact sources.
Contact preference overrides
The on-call manager can override on-call user preferences for a shift or an escalation policy.
Support of multiple escalation policies per shift

On-Call Scheduling supports multiple escalation policies per shift.
The older on-call creation wizard was replaced by a more robust wizard that you can use to
create, edit, and maintain on-call schedules.
Active by default.
Notify
Within On-Call Scheduling, you can use Notify functions to send an SMS to on-call members
when an incident is assigned to them.
Problem Management release notes

ServiceNow® Problem Management product enhancements and updates in the New York
release.
The Problem Management product helps identify the cause of errors in the IT infrastructure that
are reported as occurrences of related incidents.
If you are an existing customer who wants to use the sn_problem_read or sn_problem_write roles,
you need to perform some steps to view the Problem modules. For more information, refer to
Problem Management upgrade information .

ITSM Roles — Problem Management

The ITSM Roles — Problem Management plugin (com.snc.itsm.roles.problem_management) adds
the sn_problem_read and sn_problem_write roles, which enable you to restrict broader access to
your data for increased data protection. It also updates the existing security model for Problem
Management to support these roles.
Business Stakeholder role
• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user
Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM Roles — Problem
Management plugin.
Problem Management upgrade information

Problem Management upgrade information for the New York release.
Existing customers who use the sn_problem_read or sn_problem_write role, perform the following
steps to view the Problem modules:
1. In your instance, log in as an administrator.
2. On the application navigator, search for the Problem application.
3.
On the Problem application menu, click the edit icon ( ).

4.
Next to the Roles field, click the edit icon ( ).

5. From the Available list, move the sn_problem_read role to the Selected list.
6. Click Done.
7. On the Application Menu form, click Update.
8. Provide the mentioned roles to each module in the Problem application menu by performing
the following actions:

Module Role
Create New sn_problem_write
Assigned to me sn_problem_read
Open sn_problem_read
Open — Unassigned sn_problem_read
All sn_problem_read
Overview sn_problem_read
a.
Click the edit icon ( ).

b.
Next to the Roles field, click the edit icon ( ).
Note:
Add the new role in addition to the existing roles. Do not replace the existing roles.
c. From the Available list, move the required role to the Selected list.
d. Click Done.
e. On the Module form, click Update.
Close Problem UI actions
The Close Problem UI action is not visible for the user with the sn_problem_write role. If this UI
action is required, manually update the condition of the UI action to include the sn_problem_write
role along with the ITIL role.
Note: The functionality applies only if you have not activated the Problem Management
Best Practice — Madrid (com.snc.best_practice.problem.madrid) plugin.
Resolve Incidents module does not work
The Resolved Incidents module is visible to the user with the sn_problem_read or sn_problem_write
role as the resolved incident UI action is not restricted to any role. When the user clicks the UI
action, the state of the incident does not change.

Communicate workaround related link does not work
The Communicate workaround related link is visible to a user with the sn_problem_read or
sn_problem_write role. When the user clicks the related link, no action is performed.
Service Catalog release notes

ServiceNow® Service Catalog product enhancements and updates in the New York release.
Service Catalog provides a requester view of available services and products that are offered by
departments within your organization.
Domain separation in Service Catalog
Ensure data privacy across domains when you support multiple customers in a single ServiceNow
instance, if you are a service provider. You can restrict that catalog items are requested by users
of a specific domain without using user criteria. Catalog items, record producers, content items,
and order guides are data domain-separated. Variables and variable sets are not domain-
separated.
To share items across domains, you can create those items in the global domain using user
criteria.
Request experience in the Now Mobile app

Request an item or service, and track or approve requests on a mobile device using the Now
Mobile app.
My Request Filter for the Now Mobile app
Define a filter to display task records in addition to incidents and requests in theMy
Requests#applet in theNow Mobile app. For incidents and requests, Service Catalog Request
Mobile and Incident Mobile filters are available by default.
Related articles and catalog items
Configure related items and articles for a catalog item to provide additional information or
alternatives. These articles and items are displayed in the catalog item page in Service Portal
and Now Mobile.
Granular roles
Assign access permissions at a granular level using the sn_request_read and sn_request_write
roles. These roles are added when the ITSM Roles - Request Management plugin
(com.snc.itsm.roles.request_management) is activated.
Business stakeholder role

• sn_problem_read
• sn_change_read
• sn_request_read
• approver_user
Maximum number of rows in a multi-row variable set

Set a limit to the number of rows that you can add to a multi-row variable set by using the
max_rows attribute in the Variable Set attributes field.
Modifications for a multi-row variable set
• When you clone a request that contains a multi-row variable set, the information that is
specified in the multi-row variable set is available in all cloned requests.
• A multi-row variable set is now visible in the variable summarizer in Service Portal.
Request submission using Virtual Agent

The pre-defined Order an item topic conversation has been renamed to Submit a request. You
can submit a request for a supported catalog item via Virtual Agent by answering questions in
the conversation instead of opening the catalog item and filling in a form.
Active by default.
Service Level Management release notes

ServiceNow® Service Level Management product enhancements and updates in the New York
release.
After you upgrade, you can activate the Service Portfolio Management SLA Commitments plugin
(com.snc.service_portfolio.sla_commitment) to use the Service Commitment flag in the SLA
Definition record. With this flag, you can differentiate between an SLA definition tied to a Service
Offering commitment and an SLA definition that is not tied to a Service Offering commitment.
Service Commitment flag in SLA Definition record

Use the Service Commitment flag to differentiate between an SLA definition tied to a Service
Offering commitment and an SLA definition that is not tied to a Service Offering commitment.
When a Service Commitment SLA Definition is created from a Service Commitment record, the
Service Commitment flag is automatically set to true.

Service commitment related list exposed

Activate the Service Portfolio Management SLA Commitments
(com.snc.service_portfolio.sla_commitment) plugin to view the Service offering related list in
the Contract SLA form. While creating an SLA definition from a service commitment, the Service
offering only flag is set to true to support the existing SLA definition functionalities.
The Service Offering SLA Definition type that appears while creating an SLA definition is removed.
Only a single service commitment SLA type is available to provide a better experience.
Active by default.
Service Owner Workspace release notes

ServiceNow® Service Owner Workspace product enhancements and updates in the New York
release.
Service Owner Workspace delivers a read-only workspace where service owners can monitor
service portfolios and effectively gain an overall understanding of service-related information.
Track and measure your service and service offering performance within multiple service
portfolios across various common key metrics using Service Owner Workspace.
Service Owner Workspace monitoring
View and manage the IT services you own, as well as view all the IT services your business
manages.
Expand the service portfolio list to expose services and service offerings within a hierarchical
structure.
Select a service to access pertinent information, including service trends, related services and
information, improvement initiatives, and associated service offerings.
View and monitor service performance with score reports, customer satisfaction scores, and total
subscribers from the workspace.
Monitor outages, P1 and major incidents, and changes from the workspace.
Drill down into service offerings to view availability, SLA compliance, customer satisfaction,
offering stability, performance scores, and more.
Define and set the components and weighting used to determine service offering performance.
Define new metrics for use in service offerings. Service offering metrics can roll up to the service
level. Each service portfolio can have a unique metrics model that you define.
Remove metrics from a model, per portfolio, and adjust metrics weighting per offering.

Create a catalog item from a service offering.

Link service offerings to catalog items.
Service Offering Estimated Spend
Access calculation data and view offering spend data.

Determine the efficiency of a service offering's performance by comparing it to your
organization's performance expectations in relation to appropriate spend.
Compare your service offerings using spend, performance, and subscription dimensions.
Data migration assistance
View the Migration Dashboard to quickly identify legacy data that is not conforming to the
enhanced Service Portfolio Management application structure.
Determine which existing legacy services and service offerings contain a deprecated structure
or are considered orphaned in the enhanced Service Portfolio Management application.
Modify services and service offerings to structurally comply with the enhanced Service Portfolio
Management application and easily migrate them into the new structure.
The Service Owner Workspace plugin (com.spm_owner_workspace) is available as a separate

subscription.
Note: Activation of the Performance Analytics – Premium plugin (com.snc.pa.premium)

is required before you can activate Service Owner Workspace. Your Service Owner
Workspace subscription includes activation of Performance Analytics – Premium.
The following plugins provide Service Owner Workspace feature functionality:

• Service Portfolio Management Premium plugin (com.snc.spm) is automatically activated with
Service Owner Workspace. It collects service offering metrics and permits roll-up calculations
to parent services and taxonomy nodes for performance scores and other metrics viewed via
Service Owner Workspace.
• Financial Management for SPM plugin (com.snc.financial_management_for_spm). Enables
integration between Financial Management and Service Portfolio Management providing
preconfigured cost models. This plugin is optional.
Internet Explorer browser versions prior to IE11 are not supported. Use the latest available versions
of the Chrome browser, Firefox browser, or Safari browser to access Service Owner Workspace.
Web Content Accessibility Guidelines-AA (WCAG-AA) compliant for both users and administrators.

Agent Workspace
Service Owner Workspace leverages the basic layout, lists, forms, actions, functionality, and
values of ServiceNow® Agent Workspace product and requires activation for these features.
Access Financial Management functionality through the Financial Management for SPM plugin
(com.snc.financial_management_for_spm). This plugin enables preconfigured cost models.
You can select between your local cost model and the cost model provided by the Financial
Management application.
Continual Improvement Management
Display existing ServiceNow® Continual Improvement Management (CIM) records in Service

Owner Workspace when a service relation is indicated on associated forms.
You can initiate a CIM record when a performance issue with a service or offering is displayed.
Understanding the Vendor Manager Workspace experience
View all vendor contacts and vendor-related information.

Access vendor information from Service Owner Workspace to view and understand externally
sourced services.
Isolate vendor-provided services in Service Owner Workspace views.
Demand Management
Integration enables the display of existing ServiceNow® Demand Management records in
Service Owner Workspace when a service relation is indicated on associated forms.
Project Portfolio Management
Integration enables the display of existing ServiceNow® Project Portfolio Management records in
Service Owner Workspace when a service relation is indicated on associated forms.
Service Portfolio Management release notes

ServiceNow® Service Portfolio Management product enhancements and updates in the New York
release.
The Service Portfolio Management application is a powerful tool that provides a time-conscious
approach for you to successfully plan, design, build, and implement your service portfolios. You
can collect service offering metrics and roll-up calculations to parent services and taxonomy
nodes.
If you are an existing Service Portfolio Management user on a release prior to New York, you are
using the legacy application. Upgrading to New York retains your Service Portfolio Management
legacy data, while adding new features and functionality.
If you want to access all available Service Portfolio Management features and functionality,
consult your service manager to migrate to the Service Owner Workspace application.

Service Portfolio Management design experience
Create, manage, and edit multiple service portfolios with unique owners, market scopes, and
vendors.
View and update your portfolios, including associated taxonomy objects and services. If you are
a portfolio manager with the portfolio_admin role, you can create, read, update, and delete all
portfolios, taxonomy objects, and services instance wide.
Create and manage multiple taxonomy layers within your service portfolio. A portfolio can have
various taxonomy layers. You can add new taxonomy structures to a portfolio or edit an existing
structure.
Create nodes for your taxonomy layers. Taxonomy nodes are flexible in number. You can edit
existing nodes or add new nodes to a taxonomy layer.
Create, view, modify, and delete services as necessary.
Reparent services by moving them from one taxonomy node to another. All service offerings
move with the associated service.
Service Portfolio Management roles

Assign specific defined roles to service portfolio managers and owners and service owners
based on user responsibilities and security objectives.
Sample data
Access, view, and analyze the Service Portfolio Management sample taxonomy and services
content to plan and create your service portfolio.
Model your portfolios based on how service portfolios and services are constructed within the
sample data.
Provide your organization with an example of a portfolio structure. This structure can accelerate
decision making regarding your approach to portfolio structure for your organization.
Service subscriptions
Gain insight into usage of your service offerings, including the request and fulfillment processes
for catalog items that are linked to your offerings.
Correlate subscribers to service offerings and reveal offering usage data to your organization.
Domain separation
Separate your data, processes, and administrative tasks into logical groupings called domains.
You can then control several aspects of this separation, including which users can see and
access data.
Domain separation in Service Portfolio Management is supported at the Data only level,
meaning it supports the data security model of separating visibility of data from one domain to
another.
Business Service label

All occurrences of the Business Service table and reference field label Business Service
throughout the product are changed to Service. For example, the Business Service form is
changed to Service form.
Note: This change is for new instances only and does not affect existing upgraded
instances.
Service and Service form attributes
Services can exist without a parent taxonomy node only until they are in the Pipeline phase with
an Approved status. At this point, the service must be associated with a parent taxonomy node.
Services cannot be in the Catalog or Retired phase without association to a parent taxonomy
node.
All services should have at least one associated offering. A service cannot move to the Catalog
phase without an offering.
Service form fields are changed, while other fields are added. Added or changed fields include:
• Service portfolio
• Taxonomy node
• Delegate
• Phase (changed from Portfolio status)
• Status (changed from Service status)
• Aliases
• Business contact
• Maintenance schedule
• Performance score
• CSAT score
• Short Description
• Version
• Start date
• End date
• Delivery Manager
• Business relation manager
• Service provider
• Prerequisites
• Business need
• Last review date
• Compatibility dependencies
• Monitoring requirements
The Edit Weights related link is added to the Service form.

The View Toggle button is added to the Service form.
Several related lists are added to the Service form so that service owners can view all active
tasks and information related to a service. Related lists include:
• Services I Depend On.
• Services Dependent On Me.
• Incidents.
• Problems.
• Recent Changes: Includes, currently active changes, closed in the past seven days, or
scheduled to start within the next 14 days for this service.

• Other tasks: Tasks other than Incidents, Major incidents, Recent Changes, or Problems that are
currently active or closed in the past seven days.
• Knowledge Articles.
• Service Offering Node Weights.
• Improvement Initiatives.
Service offering and Service Offering form attributes
Service offerings are operational only when the parent service is in an operational state.
Service offerings are retired when the parent service is retired.
When a service offering is retired, a notification is sent to users with the catalog_admin role
indicating that associated catalog items are orphaned. A user with the catalog_admin role can
then deactivate the orphaned catalog items.
Service Offering form fields are changed, while other fields are added. Some added fields are
inherited from the parent service. Added or changed fields include:
• Owned by
• Delegate
• Start date
• End date
• Maintenance schedule
• Aliases
• SLA
• Performance score
• Short Description
• Description
• Delivery manager
• Phase (changed from Portfolio status)
• Status (changed from Operational status)
• Total subscribers
• CSAT survey frequency
• CSAT survey last sent
The Edit Performance Weights related link is added to the Service Offering form.
The View Toggle button is added to the Service Offering form.
The Service Availability related list is removed from the Service Offering form.
Several related lists are added to the Service Offering form so that service owners can view all
active tasks and information related to a service offering. Related lists include:
• Service Offerings I Depend On.
• Service Offerings Dependent On Me.
• Outages.
• Incidents.
• Problems.
• Recent Changes: Includes, currently active changes, closed in the past seven days, or
scheduled to start within the next 14 days for this service.
• Other Tasks: Tasks other than Incidents, Major incidents, Recent Changes, or Problems that are
currently active or closed in the past seven days.
• Knowledge Articles.
• Catalog Items.

• Performance Metrics.
• Improvement Initiatives.
Service Portfolio Management Core is active by default for ITSM SKUs and adds the Service
Offering table [service_offering] to Configuration Management Database (CMDB).
You can activate the following Service Portfolio Management plugins if you have the admin role:
• The Service Portfolio Management - Foundation plugin (com.snc.service_portfolio) provides
base-system functionality for Service Portfolio Management. It enables your organization
to document portfolios, taxonomies, services, and service offerings using a standardized,
structured format. This plugin includes demo data.
• The SPM Taxonomy Content Pack plugin (com.snc.spm.content) provides a sample Service
Portfolio Management taxonomy for faster implementation. This plugin includes demo data.
• The Service Portfolio Management - SLA Commitments plugin (com.snc.service_portfolio.sla)
adds SLA commitment support to Service Portfolio Management. This plugin includes demo
data.
Conforms to WCAG-AA for both users and administrators.
Configuration Management Database

Service Portfolio Management - Core adds the Service Offering table [service_offering] to the
CMDB.
Service Catalog
Service Portfolio Management integrates with ServiceNow® Service Catalog at the service
offering level of the application. You can choose services from an existing catalog, as well as
initiate service catalog additions.
Service Level Management
Service Level Agreement (SLA) commitment support functionality is added to Service Portfolio
Management by integrating with ServiceNow® Service Level Management.
Vendor Manager Workspace release notes

ServiceNow® Vendor Manager Workspace is a new application in the New York release.
Vendor Manager Workspace provides a single destination for you to manage and view vendor
performance, information, and data. Users with the admin role can configure vendor score
weight and metrics, as well as add and define vendors using platform list views and forms.

Vendor Manager Workspace features
Vendor Manager Workspace monitoring experience
Manage your vendors in a single workspace interface to effectively gain knowledge of all
vendor-related information.
Monitor and view vendor performance metrics from the workspace view.
Vendor directory
View a high-level collated list of every vendor your organization manages and collaborates with
in both workspace view or platform view. In workspace view, you can choose My Vendors to
see the vendors that you personally manage. View All Vendors to research and gain insight into
vendors you don't manage but want to know about.
Use the vendor directory as a landing page to access key vendor information, such as Vendor
Name, Vendor Score, Vendor manager, Vendor type, vendor's Rank tier, Relationship Start Date,
Total Cost of Contracts, and Unique Subscribers.
Vendor profile
Select a vendor name from the vendor directory in workspace view to monitor and manage all
pertinent vendor-related information. In addition to viewing Rank tier, Vendor type, and Vendor
manager, as seen in the vendor directory, you can also view the following vendor-related details:
• Service offerings
• Contracts
• Improvement initiatives
• SLA definitions
• Vendor performance metrics and trending
• Vendor risk score details
• Vendor website
• Vendor location and address
• Vendor contact name and internal contact names
Vendor Score Weight Definitions and Metrics Configuration
Define the Vendor Satisfaction Weight and Average Performance Score of Service Offerings
Weight via the Vendor Score Weight form. The average of this metric is displayed in the
workspace at the Vendor Score.
View and monitor the overall health of your vendor via the Vendor Score.
Calculate and view the average Performance score of a vendor's service offerings.
Calculate and view the Vendor Satisfaction Rating determined by stakeholders who collaborate
with your vendors.
Decide what performance score metrics to monitor and manage in workspace view.
Alignment with Continual Improvement Management

Determine if your vendors are trying to improve performance by viewing the continual
improvement initiatives a vendor is engaged in.
Alignment with Service Portfolio Management
Learn how many active service offerings and unique service offering subscribers a vendor has to
evaluate the business impact that a vendor has on your company.

Alignment with Contract Management

Discover how many active contracts a vendor has to evaluate the financial impact the vendor
has on your company.
Alignment with Service Level Management
Find out how many active SLA definitions a vendor has to monitor their service level agreements
with your company.
Alignment with Vendor Risk Management
View your vendor’s current risk rating to determine if the vendor is in compliance with expected
risk outcomes.
Alignment with Assessments and Surveys
Determine stakeholder satisfaction with their collaboration with your vendor by generating a
Vendor Satisfaction assessment.
Quick start tests for Vendor Manager Workspace
After upgrades and deployments of new applications or integrations, run quick start tests
to verify that Vendor Manager Workspace still works. If you customized Vendor Manager
Workspace, copy the quick start tests and configure them for your customizations.
Vendor Manager Workspace is available as a separate subscription. Activating the Vendor

Manager Workspace plugin (com.snc.vlm.vmw) enables you to access, configure, and use the
workspace for vendor management and monitoring.
Continual Improvement Management

Alignment enables the display of existing ServiceNow® Continual Improvement Management
(CIM) records in Vendor Manager Workspace when a vendor is attempting to improve
performance.
Contract Management
Alignment enables the display of existing contract records in Vendor Manager Workspace.
Integration with ServiceNow® Performance Analytics enables you to view metrics for use in
vendor management.
Service Portfolio Management
Integration with ServiceNow® Service Owner Workspace to monitor and manage service
offerings and related details.
Service Level Management
Integration enables the display of service level agreements, operational level agreements, and
underpinning contracts in Vendor Manager Workspace.
Vendor Risk Management
Integration enables the display of risk rating in Vendor Manager Workspace. The ServiceNow®
Vendor Risk Management application requires a separate license.

Assessments and Surveys

Integration enables the generation of Vendor Satisfaction metrics via the base-system Vendor
Satisfaction assessment.
For more information, see Understanding the Vendor Manager Workspace experience.
ServiceNow mobile release notes

ServiceNow® mobile product enhancements and updates in the New York release.
Mobile platform release notes

ServiceNow® mobile product enhancements and updates in the New York release.
You can manage incidents, collaborate with your team, respond to approval requests, access the
knowledge base, and receive push notifications with your mobile device.
During the upgrade to the New York release, the instance is updated to use the new mobile
hierarchy, which includes new features such as application launchers and a configurable
navigation bar. Any unmodified base system mobile applications that are installed on your
instance are automatically updated to work with the new design and can be used with Studio
right away. For more details on the mobile hierarchy, see ServiceNow mobile app configuration.
Modified base system applications and applications that you have created in Studio will continue
to work after the upgrade, but they will not be configurable in Studio until after you run the mobile
migration script. For additional details on the migration script, see Migration from Madrid to New
York mobile.
Applet Launchers
Create an applet launcher that acts as a landing page for your users. Your users see an applet
launcher when they first log in to a mobile app. This launcher provides access to applets in
various formats, as well as search, quick actions, and user information.
MobileDeepLinkGenerator
Embed a link to a list or form applet within the ServiceNow Agent, Now Mobile, and Mobile
Onboarding apps.
Navigation bar
Use the navigation bar in the Application Menu to access applets, applet launchers, settings,
and notifications. This bar is at the bottom of your mobile applications.
Form Applet
Use a form applet to display the details of a record. For example, your users may need to select
a record to see details that they couldn't find on the list header or map applet. The form applet
replaces the detail screen that was previously a part of list and map applets and includes the
same functionality.
Localization on mobile devices
Native mobile apps are localized in 15 additional languages.

Mobile Application Hierarchy

The mobile application hierarchy has changed to a more configurable format using application
launchers and a configurable navigation bar.
Form Applet has replaced record details screens
Use the form applet to provide a view of record details, activity, and related lists for a record.
Applets that link to a record, such as a list applet or calendar applet, can optionally include a
form applet. Previously, applets linked to details screens displaying form data.
Guided application creator
Create a mobile application in Guided Application Creator. With the Guided Application
Creator, you can set up an application and use it right away. A developer can add more
functions later. New applications that are created in Studio now use the Guided Application
Creator by default.
Mobile UI Styles
Use the new item view enhancements to add dynamic styling options and new style capabilities
to provide a better experience for your users.
Role required for Approvals
Use the business_stakeholder or the approver_user role to approve a catalog request or
requested item.
• Folders are no longer used to organize applets. You can now use applets in Application
Launcher pages.
Depending on your device, go to the iTunes Store or the Google Play store and search for
ServiceNow to download the native mobile applications. For more information, see Mobile
configuration and navigation.
Now Mobile app

Let your employees submit incidents and requests, manage their assets, and access company
resources anywhere using the Now Mobile app.
Enable your employees to submit HR requests, complete employee to-dos, chat with agents,
and more using the new Now Mobile application for HR Service Delivery.
Agent mobile app
Manage incidents, collaborate with your team, respond to approval requests, access the
knowledge base, and receive push notifications all on the go with your mobile device.

Virtual Agent
Use Virtual Agent to provide message-based user assistance from your mobile app. Virtual Agent
is a conversational bot platform that provides user assistance through conversations within a
messaging interface. With Virtual Agent, you can build bots and design bot conversations that
help your users quickly obtain information, make decisions, and perform common work tasks.
Guided Application Creator
Create an application quickly and easily in Guided Application Creator.
Fulfiller experience in ServiceNow Agent
Approve catalog requests, requested items, or change requests from anywhere using the
ServiceNow Agent application.
Mobile Experience for Security Incident Response
View, edit, and assign your most current and critical SIR security incidents and response tasks
from your mobile device.
Mobile experience for Vulnerability Response
Access the VR application on your instance directly from your mobile device.
Mobile experience for Customer Service Management
Manage customer service cases anywhere using the Customer Service Management mobile
application. Stay connected and access information in real time to complete tasks quickly.
Mobile experience for Event Management
Manage Event Management alerts and business services from anywhere, using the Event
Management mobile application.
Mobile experience for Field Service Management
Manage your field service tasks from anywhere using the Field Service mobile application. You
can also access task information and complete tasks in locations where your mobile device is
not connected to the internet.
Mobile experience for Governance, Risk, and Compliance
as well as risk and compliance status for your critical assets, vendors, and impacted essential
business services.
Mobile experience for Incident Management
Manage incident tasks anywhere using the Incidents mobile application, which enables you to
stay connected and access information in real time to complete tasks quickly.
Now Mobile app release notes

ServiceNow® Now Mobile app is a new application in the New York release.
Enable your users to submit incidents and requests, manage tasks, and access company
resources from anywhere using the Now Mobile app. See Now Mobile app.
Now Mobile features
Request help

Integrate the application with a service catalog so that your users can submit issues and request
items. By default, the application uses the base system catalog.
Your users can request help from the quick actions menu when the Agent Chat
[com.glide.interaction.awa] plugin is activated. Agent Chat is available in the Now Mobile app
View and complete tasks

Users can view items that are assigned to them and complete their tasks. By default, My Tasks
show the user things that they need to approve from the Requests [sc_request] and Requested
Items [sc_req_item] tables. Other applications, for example HR Service Delivery, might include
other types of tasks.
View assets
Your users can view the computers, mobile devices, and other company items that they're using.
If something's not working properly, they can easily report an issue from the item record.
Track the status of a request
Your users can find and track their requests using the Services tab. Configure a table and filter
to specify which records appear to the user. For example, add a filter to display records that are
opened by the user from the Problem table.
View resources
Integrate the application with a knowledge base to enable users to find answers and view
company resources. By default, the application uses the IT knowledge base.
The Now Mobile app is active by default in new instances. If upgrading from a previous release,
activate the Mobile Employee Experience Native Application (com.glide.mobile-employee)
plugin. For more information, see Activate the Now Mobile app.
ServiceNow mobile app configuration

Configure mobile applications using base system components and templates.
Now Mobile for Knowledge Management
Access knowledge articles from anywhere using the Information applet on the Now Mobile app.
You can view recently viewed and most popular articles, search for articles, browse articles by
category, and provide feedback for articles.
Now Mobile for Service Catalog
Request an item or service, and track or approve requests on your mobile device using the Now
Mobile app.
Enable your employees to view HR requests, request help, complete HR tasks, and more using
the new Now Mobile app for HR Service Delivery.
Mobile Onboarding app release notes

ServiceNow® Mobile Onboarding app is a new application in the New York release.

Enable your new hires to complete onboarding to-dos, ask questions, and view relevant content
using the new Mobile Onboarding app.
The mobile onboarding app delivers an end-to-end new hire experience that guides employees
on what they need to do in one place. Hiring managers can see the progress of their new hires,
and new hires have access to key contacts for any questions. The app can be downloaded from
the Apple App Store or the Google Play store.
Mobile Onboarding features
Complete onboarding to-dos

New hires can complete their onboarding to-dos from anywhere, such as taking their employee
badge photo, signing electronic documents, and setting up direct deposit.
Ask questions
New hires can ask questions related to onboarding. The question appears as a comment in the
associated life-cycle event case. The agent working on the case can reply to the new hire using
the comments section in the case form.
View relevant content
Configure media sections so that new hires can view relevant content at different stages of the
onboarding process. For example, new hires can learn more about your organization before their
start date, or have the option to download the Now Mobile app after onboarding is complete.
Mobile Onboarding is automatically activated when you activate Enterprise Onboarding and
Transitions. For more information, see Mobile Onboarding.

New hire onboarding is a preconfigured life-cycle event that is included with the Enterprise
Onboarding and Transitions application. You can use the life-cycle event builder to further
customize the life-cycle event and its associated activity sets and activities. You can also test the
onboarding workflow for different audiences and changes.
To learn more about the Mobile Onboarding application and how to configure it, see Mobile
Onboarding.
Project Status app release notes

ServiceNow® Project Status is a new application in the New York release.
The Project Status app enables you to track the status of your projects, view status reports,
collaborate with related stakeholders to resolve exceptions, and take timely actions.
Project Status features
View project status and status reports

View the latest status and status reports of your projects on a mobile device. The projects are
grouped by portfolio, criticality, and status.
View important information on a project
View the following information on a project that might need your attention or require you to take
action:
• Risks and decisions.
• Financial data such as budget cost, total planned cost, actual cost, estimated cost at
completion, and planned returns.
Collaborate with stakeholders

Collaborate with other stakeholders on a project by doing the following:
• Adding work notes and comments
• Attaching images and relevant documents
• Sending email to the project manager or other stakeholders
View activity notifications

Receive mobile notifications when the project status changes or other users add comments or
notes. You can enable or disable these notifications.
The Project Status mobile application runs on the ServiceNow® mobile platform. To enable the
Project Status app, activate the PPM Mobile plugin (com.sn_ppm_mobile) if you have the admin
role.
Project Portfolio Management

Project Portfolio Management (PPM) provides a simplified, team-oriented approach to Project
Portfolio Management and IT development by combining several individual applications. Use
the Project Management application to manage your projects, task, and resources. The Project
Status app retrieves the project status and project status reports from the PPM.
Now Platform administration release notes

Now Platform® administration product enhancements and updates in the New York release.
Use Now Platform administration features to address the business needs of your organization.
Administration features are active by default on all instances.
Antivirus Scanning release notes

ServiceNow®Antivirus Scanning product enhancements and updates in the New York release.
Antivirus Scanning helps you protect your instance against virus infections that are introduced by
file attachments to your system records, such as incidents, problems, and stories.

Antivirus Scanning scans all the document types that are supported by the Now Platform® in New
York. Some attachments might be unavailable for downloading if the security scan fails, or if the
attachment is vulnerable.
Document types supported by Antivirus Scanning

Antivirus Scanning scans the file attachments that are stored in your attachment table and
prevents you from uploading and downloading infected files.
Now Platform feature is active by default.
Application and plugin management release notes

ServiceNow® application and plugin management enhancements and updates in the New York
release.
Install, activate, and configure plugins and ServiceNow Store applications from the All
Applications page. This page is a single interface to view and manage plugins and applications.
To access the All Applications page, navigate to System Applications > All Available
Applications > All or to System Definition > Plugins.
View the upgrade history of applications

In previous releases, you could view the upgrade history of an application only by navigating
away from where you manage your applications. Now you can view the upgrade history for
applications and update applications, all from the same page.
Application indicators
You can view helpful information for managing applications without having to navigate to the
ServiceNow Store. Read indicators like Deactivation Requested, Install Blocked, Not Compatible,
or Instance Not Entitled so that you can ensure that your applications are compatible and
working as expected.
Configure applications in Guided Setup immediately after installation
In previous releases, you could configure an application in Guided Setup only by navigating to
the Guided Setup module. Now you can initiate Guided Setup from the same page on which
you install the application.
Read-only role for viewing available applications
Allow business managers to see applications or plugins that they may want to use for their
business processes. Users with the unified_plugin_read_only role can browse applications and
plugins but cannot install, activate, or configure the items. If they want to use an application or
plugin, they can ask you to install or activate it for them.

Now Platform feature active by default.
Authentication release notes

ServiceNow® Authentication product enhancements and updates in the New York release.
If you are upgrading an instance that uses the Multi-SSO plugin for SAML, you should contact
ServiceNow Customer Support for guidance before you upgrade.
API for JSON Web Token generation

Create a JSON Web Token for representing claims securely between two parties.
Add role-based capability to multi-factor authentication (MFA)
Enable and enforce MFA for users who have specific roles. For example, you can enforce MFA
for all users with the admin role.
Note: Role-based MFA is active for all new instances by default. The admin,
security_admin, and user_admin roles are enabled by default.
Add client credential options for outbound OAuth

Configure how the client ID and secret are sent to your OAuth provider.
Update the Multi-SSO plugin to use OpenSAML 3

Enable the Multi-SSO plugin to use the OpenSAML 3 library with the SAML 2 protocol.
Contextual Search release notes

ServiceNow® Contextual Search enhancements and updates in the New York release.
Contextual search displays related results within a form or record producer based on the text you
provide to help you find possible resolutions to your problem without having to create an incident.
Added fields and sections in the Search Result Display Configurations form

Added the Card View section that provides detailed information about the search result when
the UI type is either Platform, Workspace, or both. The Detail View section provides detailed
information about the search results when the UI type is Workspace.
Renamed module
The Additional Resource Fields module is renamed as Search Result Display Configurations.
Renamed fields in the Search Result Display Configurations form
• Title Field is renamed as Card title field.

• Additional fields is renamed as Card additional fields.
• Description field is renamed as Card description field.
Limitation of records to tables

Beginning with the New York release, the Table field displays tables from all scopes rather than
only tables and database views in the same scope as the contextual search. For example,
previously, records were limited to tables for additional resources such as incident and problem.
Now, the records include the catalog item table, knowledge article table, and social QA table.
• In the Table configurations form, the When to display section does not appear when the UI
type is Workspace. The message Agent Assist Display Condition has been moved to
Declarative Action Assignments appears.
• Recommendation is no longer included in the list of additional resources.
Now Platform feature is active by default.
Data management release notes

ServiceNow® data management enhancements and updates in the New York release.
These release notes cover changes in data management performed by ServiceNow products.
Schedule archive deletions

Delete archives using the Archive Destroyer. This batch process runs archive destroy rules on a
scheduled basis.

Dynamic Translation release notes

ServiceNow® Dynamic Translation is a new feature in the New York release.
For a seamless localization experience, you can use translation service providers and enable the
translation of dynamically generated text, such as user-entered text on various forms.
Dynamic Translation features
Dynamic translation on forms

Enable dynamic translation for the supported fields on ServiceNow platform forms by adding the
Dynamic Translation Enabled attribute (dynamic_translation_enabled) in the system dictionary
for a field. The text is translated dynamically based on the language of the user working on the
form.
IntegrationHub spokes for dynamic translation
Connect to a translation service provider by invoking translation as part of a workflow using
ServiceNow®IntegrationHub spokes, if you have the admin role. By default, spokes are available
for Microsoft and IBM. Sign up for Microsoft or IBM accounts and provide the credential keys in
the ServiceNow system.
Translator configuration
Configure a translator configuration to integrate with any translation service provider of your
choice, if you have the admin role. You can activate this configuration and make it the default
configuration if required. All Dynamic Translation APIs use the default translator configuration if
you do not specify the translation service provider while calling these APIs.
Dynamic Translation APIs
Use the DynamicTranslation API to translate text in real time into multiple languages using
translation service providers. This API is available as part of Server APIs, Client APIs, and Service
Portal APIs to interact with translation service providers.
Activate the Dynamic Translation plugin (com.glide.dynamic_translation).
IntegrationHub
Dynamic Translation uses IntegrationHub spokes to connect to translation service providers. For
more information about IntegrationHub, see IntegrationHub.
See Dynamic Translation for more information.
Internationalization and localization release notes

ServiceNow® system localization and internationalization product enhancements and updates in
The Now Platform® supports multiple languages, using UTF-8 for international characters.

Activate a language
You can now internationalize an instance to Norwegian or Swedish. Also, you can
internationalize an instance to Korean with a new plugin that replaces the older, deprecated
plugin.
System localization
The documentation for System Localization now has a cleaner, more rationalized structure.
Internationalization is available with activation of the I18N:Internationalization plugin. This plugin is

activated when any specific I18N language support plugin is activated, For details, see Activate a
language.
Platform security release notes

Now Platform® security product enhancements and updates in the New York release.
Domain health check

Monitor the health of multiple domains with the Domain Separation Center dashboard.
Event metrics trend information
Analyze security compliance and trend information for event metrics on the Instance Security
Center event ribbon. Click an event metric to access the Analytics Hub page and view the trend
detail for your instance. You can set up event thresholds that trigger alerts for low compliance
scores, and also define targets that let you better visualize score differences for an event.
Gather security requirements and enable controls using Top Recommendations questionnaire
Use the Top Recommendations questionnaire to determine the security risk tolerance of your
organization. With this questionnaire, you can gather security requirements for your company
and harden the security controls in each selected category. Its use ensures that your instance
complies with the published security hardening standards and your company's security
requirements.
Application administration
You can set a property to require that more than one user must have the application-specific
admin role for a scoped application. Assigning the application-specific admin role to multiple
users reduces the risk of getting locked out of the scoped application.
Collapsible security banner text

Collapse or expand the text content that appears in the Instance Security Center banner.

Reorder event metrics

Change the order in which the event metrics appear on the Instance Security Center event
ribbon.
Untrusted and trusted email domains
Blacklisted email domains are now referred to as untrusted domains. Whitelisted domains are
now referred to as trusted domains.
Search administration release notes

ServiceNow® search administration enhancements and updates in the New York release.
Search suggestions
As users enter search queries into Service Portal and Now Mobile search fields, suggestions
appear based on successful searches.
Search across multiple tables
The new V4 indexing format lets you index and search across multiple tables. Zing uses the BM25
algorithm to calculate the relevancy scores of suggestions for all tables indexed in the V4 format.
The higher the relevancy score, the higher the suggestion is ranked in the list of suggestions
returned.
Now Platform features active by default.
System Clone release notes

ServiceNow® System Clone product enhancements and updates in the New York release.
Use the System Clone application to clone data from one instance to another.
Automatic, repeated cloning

Clone instances automatically on a recurring basis.
View cloning status
View the status of a cloning session in real time. For example, when a session is taking a long
time.
Customer feedback on cloning rollbacks and cancellations

Get feedback from customers when they roll back a clone or cancel a cloning session.
Time Configuration release notes

ServiceNow® Time Configuration product enhancements and updates in the New York release.
Create specialized, application-specific business calendars and schedules

Create application-specific schedules and calendars, including fiscal calendars, for scheduling
of events and tracking of time across the Now Platform. You can create date and time filtering
options for a calendar, and then pair the calendar with a package, such as HR Service Delivery
to enable its use.
Web services release notes

ServiceNow® Web Service product enhancements and updates in the New York release.
Custom processors deprecated

While legacy, custom processors will continue to be supported, creating new custom processors
has been deprecated. Instead, please use the Scripted REST APIs.
Now Platform App Engine release notes

ServiceNow® Now Platform® App Engine has new and updated features in the New York release.
API release notes

ServiceNow® API product enhancements and updates in the New York release.

New scoped classes and additional methods to existing scoped classes
Class Methods
CatItem canViewInDomain()
DecisionTableAPI getAll(), getDecisionTable(), getInputs(),
getQuestions(), getAnswers(), getDecision(),
getDecisions()
DynamicTranslation getDetectedLanguage(), getTranslation(),
isEnabled()
FlowAPI executeFlowQuick(), executeSubflowQuick(),
executeActionQuick(), startFlowQuick(),
startSubflowQuick(), startActionQuick()
GlideCalendarDateTime add(), addDaysLocalTime(), addDaysUTC(),
addMonthsLocalTime(), addMonthsUTC(),
addSeconds(), addWeeksLocalTime(),
addWeeksUTC(), addYearsLocalTime(),
addYearsUTC(), after(), before(), compareTo(),
equals(), getDate(), getDayOfMonthUTC(),
getDayOfWeekLocalTime(), getDayOfWeekUTC(),
getDaysInMonthLocalTime(), getDaysInMonthUTC(),
getDisplayValue(), getDisplayValueInternal(),
getDSTOffset(), getErrorMsg(), getFloatValue(),
getInternalFormattedLocalTime(), getLocalDate(),
getLocalTime(), getMonthLocalTime(),
getMonthUTC(), getNumericValue(), getTime(),
getTZOffset(), getUserFormattedLocalTime(),
getValue(), getWeekOfYearLocalTime(),
getWeekOfYearUTC(), getYearLocalTime(),
getYearUTC(), GlideDateTime(), hasDate(),
isDST(), isValid(), onOrAfter(), onOrBefore(),
setDayOfMonthLocalTime(), setDayOfMonthUTC(),
setDisplayValue(), setDisplayValueInternal(),
setGlideDateTime(), setMonthLocalTime(),
setMonthUTC(), setValue(), setValueUTC(),
setYearLocalTime(), setYearUTC(), subtract(),
toString()
GlideElementDescriptor isMandatory
GlideExcelParser getTableInfo()
GlideSPSearchAnalytics publish()
hr_ActivitySet createLECaseByService(),
hasActiveCaseByService()
hr_Utils getPrimaryJob(), switchPrimaryJob()
NotifyConferenceUtils addToConferenceByPhoneNumber(),
addToConferenceByUserId(), doConferenceAction(),
getConferenceInputDataTemplate(),
getServiceProvidersCapabilities(),
isActionSuported(), kickByParticipantGR(),
muteByParticipantGR(), unmuteByParticipantGR()
ResponseTemplate render(), query()

Class Methods
SkillDeterminationUtils assignSkillsToWorkItem(),
determineWorkItemSkills()
SMSPreferenceHandler getConfig()
Transformer getRow(), transform(), Transformer()
TransformerDefinition recordPath(), transformerDefinition(), validate()
TransformerRuleList addRule(), fromJSON(), fromXML(), setName(),
thenAdaptCurrency(), thenAdaptDuration(),
thenAdd(), thenApplyMap(), thenApplyPattern(),
thenCeiling(), thenConcat(), thenConcatSymbol(),
thenDivideBy(), thenDivideInto(), thenFloor(),
thenFormat(), thenMax(), thenMin(), thenMultiply(),
thenReplace(), thenRoundDown(), thenRoundUp(),
thenSplit(), thenSubtract()
New global classes and additional methods to existing global classes
Class Methods
DSCScriptableAPI - Global chkDataInvalidDomainForTables(),
chkDataInvalidPathForTables()
MLSolutionResult - Global findActiveSolution(), getClusterInfo(),
getClusterAssignments()
MobileDeepLinkGenerator getScreenLink, getFormScreenLink
UserSkillAnalyzer - Global analyzeUserByID(), analyzeUserBySkills()
UserSkillRanking - Global getQualifiedRankedUsers()
New client classes and additional methods to existing client classes
Class Methods
DynamicTranslation getDetectedLanguage(), getTranslation(),
isEnabled()
GlideAgentWorkspace (g_aw) - openRecord()
Client
GlideForm - Client onUserChangeValue()
Guided Tours applyListFilter(), endTour(), events.off(),
events.on(), getAllTours(), startTour()
NotifyOnTaskClient addParticipants(), doConferenceAction(),
endConference(), getNotifyActionTemplate(), start()
openFrameAPI - Client setPresenceIndicator()
spContextManager addContext, getContext, getContextForKey,
updateContextForKey

New REST APIs and additional endpoints to existing REST APIs
API Endpoint
Change Management • GET /sn_chg_rest/change/{sys_id}/ci
• GET /sn_chg_rest/change/worker/{sys_id}
• POST /sn_chg_rest/change/{sys_id}/ci
• POST /sn_chg_rest/change/{sys_id}/refresh_impacted_services
Open NLU Resource • GET /open-nlu/models/

• GET /open-nlu/models/{model_id}/intents
• GET /open-nlu/models/{model_id}/entities
• POST /open-nlu/models/predict
Changed client classes
Class Changed methods

openFrameAPI - Client openServiceNowForm()
Changed scoped classes

hr_ActivityUtils createCaseFromProducer()
GlideRecord addQuery(), addEncodedQuery()
These APIs are available by default:

• CatItem API: Service Catalog is a Now Platform feature that is active by default.
• DecisionTableAPI: Decision Tables is a Now Platform feature that is active by default.
• Flow Designer APIs: Flow Designer is a Now Platform feature that is active by default.
• GlideCalandarDateTime API: Business calendar is a Now Platform feature that is active by
default.
• GlideElementDescriptor API: GlideElement is a Now Platform feature that is active by default.
• GlideExcelParser API: GlideExcelParser is a Now Platform feature that is active by default.
• GlideForm API: GlideForm is a Now Platform feature that is active by default.
• GlideSPSearchAnalytics, spContextManager APIs: Service Portal is a Now Platform feature that
is active by default.
• Guided Tours API: Guided Tour Designer is a Now Platform feature that is active by default.
• MobileDeepLinkGenerator: ServiceNow® mobile is a Now Platform feature that is active by
default.
These APIs require plugin activation:

• Change Management APIs: This API requires the Change Management

(com.snc.change_management) plugin to be activated and requires a separate subscription.
• DSCScriptableAPI: This API requires the Domain Support — Domain Extension Installer plugin
(com.glide.domain.msp_extensions.installer) to be activated.
• Dynamic Translation API: This API requires the Dynamic Translation plugin
(com.glide.dynamic_translation) to be activated.
• GlideAgentWorkspace API: This API requires the Agent Workspace (com.agent-workspace)
plugin to be activated.
• hr_ActivitySet and hr_ActivityUtils APIs: These APIs require the HR Lifecycle Events Case plugin
(com.sn_hr_lifecycle_events) to be activated.
• hr_Utils API: This API requires the Human Resources scoped app Core plugin (com.sn_hr_core)
to be activated.
• MLPredictor, MLSolutionResult APIs: These APIs require the Predictive Intelligence plugin
(com.glide.platform_ml) to be activated.
• NotifyConferenceUtils, NotifyOnTaskClient, and SMSPreferenceHandler APIs: These APIs require
the Notify plugin (com.snc.notify) to be activated and requires a separate subscription.
• Open NLU Resource APIs: These APIs require the Virtual Agent plugin (com.glide.cs.chatbot) to
be activated.
• openFrameAPI: This API requires the OpenFrame plugin (com.sn_openframe) to be activated.
• ResponseTemplate API: Active response templates (com.sn_templated_snip) requires a
separate subscription.
• SkillDeterminationUtils API: This API requires the Skill Determination plugin
(com.snc.skill_determination) to be activated.
• Text search APIs: Zing text search is a Now Platform feature that is active by default.
• Transformer, TransformerDefinition, TransformerRuleList APIs: These APIs require the
Transformation Service plugin (com.glide.transform) to be activated.
• UserSkillAnalyzer, UserSkillRanking APIs: These APIs require the Skills Management plugin
(com.snc.skills_management) to be activated.
Automated Test Framework release notes

ServiceNow® Automated Test Framework product enhancements and updates in the New York
release.
Create and run automated tests to confirm that your instance works after making a change.
For example, after an upgrade, during application development, or when deploying instance
configurations with update sets. Review failed test results to identify the changes that caused the
failure and the changes that you should review.
Copy and customize ServiceNow platform-provided quick start tests to validate that your instance
works after you make any configuration changes. For example, if you apply an upgrade or
develop an application.
The tests can only produce a pass result when you run them with the default demo data that's
provided with the application or feature plugin. To apply a quick start test to your instance-
specific data, copy the quick start test and add your custom data. See Available quick start tests
by application or feature.

Attachment test steps

Test an attachment-dependent business rule by uploading an attachment either from a form or
from a server-side API call. For example, you can have a business rule that doesn't let you close
an incident without an attachment such as a screenshot.
Parallel testing
Reduce testing time by running multiple tests and test suites in parallel. Design tests to run in
parallel by avoiding resource conflicts and data dependencies.
Mutually exclusive tests
Prevent conflicting tests from running in parallel by marking them as mutually exclusive. For
example, when the system identifies tests that modify the same record, the system makes these
tests mutually exclusive. You can also manually mark tests as mutually exclusive.
Create a User
Create a user with specified roles and groups for the test. The user record gets rolled back after
the test completes.
Roll back in browser sessions
The session cookies roll back all the changes made during a test. When a test is running,
everything performed in that session is recorded for rollback. Don't modify your instance when
a test is running in the same browser session. For example, if you modify records while a test is
running in the same session, the changes are rolled back after the test completes.
Record Query
Record query enforced ACL rules during step execution.
Create an automated test steps template
The test template now supports catalog items and record producer along with the tables.
Now Platform feature - active by default.
Note: By default, the system property that is used to run automated tests is disabled to
prevent you from accidentally running these tests on a production system. To avoid data
corruption or an outage, run tests only on development, test, and other non-production
instances. See Enable or disable executing Automated Test Framework tests.
To use the quick start tests for an application, activate the plugin that is associated with the
application. See Available quick start tests by application or feature for plugin requirements.

Automated Test Framework only supports running tests from desktop browsers. You can't run
tests or test suites from tablets, mobile browsers, or the mobile UI. Some desktop browsers require
additional configuration. See Browser recommendations for Automated Test Framework.
Automated Test Framework offers limited support for test design on tablets. You can't add new
custom UI test steps from tablets because tablets can't retrieve any components. You can review
existing custom UI test steps that were added from a desktop browser.
Delegated development and deployment release notes

ServiceNow® delegated development and deployment product enhancements and updates in
The development and deployment functions enable non-administrators to develop and deploy
applications. As an application administrator, you can delegate development projects to specific
non-admin users. You can also assign roles that enable non-admin users to install or upgrade
all applications in specific instances. By delegating these functions, you distribute the workload
among multiple users and streamline the development and deployment workflow.
Manage update sets

Grant non-admin users permission to manage local and retrieved update sets. Allow users to
create, update, and delete local update sets as well as preview, resolve conflicts, and commit
retrieved update sets.
• Enable the system properties to display the update set deployment permissions. See Display or
hide update set deployment permissions.
ServiceNow Studio
Allow non-administrators to develop applications.
System update sets
Allow non-administrators to use update sets to deploy applications to other instances.
Guided Application Creator release notes

ServiceNow® Guided Application Creator is a new feature in the New York release.

Guided Application Creator is the new way to set up applications on the Now Platform®. You can
set up an application and use it right away. A developer can add more functions later.
Guided Application Creator features
Create an application record

Create an application record in Guided Application Creator to identify a custom application.
Define roles
Create or select roles in Guided Application Creator for the members of your organization who
use your custom application.
Designate data tables
Select an existing table or create a custom table in Guided Application Creator to store data for
your custom business application.
Design an application for different user experiences
Let users access your application via an application workspace, the ServiceNow Agent mobile
app, or the Now Platform. Customize how the application appears in each user experience that
you select.
Allow global application development in Guided Application Creator
Add a property that lets you create applications in the global scope. By default, Guided
Application Creator doesn't include the option to create applications in the global scope.
Optionally activate the legacy application creator
Add a property to force the legacy application creator to open instead of Guided Application
Creator.
If you are using Microsoft Edge or a version of Internet Explorer that is IE11 or older, you can work
only in the legacy application creator. To work in Guided Application Creator, use a different
browser.
ServiceNow Studio
After you set up your application in Guided Application Creator, you can configure system
notifications, form layouts, UI policy, and reports in Studio.
Flow Designer
Define business logic, process automation, and integrations for the application that you set up in
Guided Application Creator.
See Guided Application Creator for more information.

Studio release notes

ServiceNow® Studio product enhancements and updates in the New York release.
HTML auto-suggestions
Edit HTML and Jelly scripts and define what is rendered when the page is displayed. The script
can contain either static XHTML or dynamically generated content that is defined as Jelly and
can call script includes and UI macros.
JS Beautify
Format code by applying the proper indentation to the script.
Context menu
Enable the context menu options for script includes, Glide APIs, and tables in the JavaScript
editor.
With the context menu options, your users can navigate to:
• Script include definitions
• Glide API documentation
• System and custom table definitions and data
Session Log
Use Session Log to retrieve the session log for business rules, script includes, and a custom UI such
as Agent Workspace that has a GraphQL component. Users with the script_debugger role can:
• View session logs in a separate tab.
• Download a log.
• View logs for Agent Workspace.
• Specify debug options to view or download only the required logs.
By default, 100 transactions and 10000 messages are displayed in Session Log. If the transaction
or message count exceeds the default value, the session log is cleared and the next transactions
or messages are displayed. You can configure this transaction and message count using the
glide.debugger.log.transaction.count and glide.debugger.log_messages_limit user preferences
respectively. For more information about the glide.debugger.log.transaction.count and
glide.debugger.log_messages_limit user preferences, see User preference settings.
Note: Enable Session Log as a separate tab with Script Debugger using the
glide.debugger.log.ui system property.
• The Page option displays logs under forms and lists and on the Session Log tab.
• The Session option displays logs only on the Session Log tab.
For more information about the glide.debugger.log.ui system property, see Available
system properties.
Conditional breakpoints

Set conditional breakpoints to pause scripts at specific lines, and remove breakpoints when you
are done debugging them.
Linting using ESLint

Provide linting capabilities using ESLint. Modify or view default linting configurations by accessing
the glide.ui.syntax_editor.linter.eslint_config property in the System Property [sys_properties]
table.
Context menu options can be accessed only if the browser supports SharedWorker. For example,
Google Chrome and Mozilla Firefox.
Virtual Agent
By using Virtual Agent in Studio, you can create and manage topics, which are blueprints for
conversations between a virtual agent and user. You can design topics that help your users
resolve common work issues or guide them through self-service tasks.
Now Platform capabilities release notes

Now Platform® capabilities enhancements and updates in the New York release.
Expand the services your system of action delivers with Now Platform capabilities. Activate and
configure these optional features to create custom business logic, manage and secure data, and
build alternate user interfaces.
Advanced Work Assignment release notes

ServiceNow® Advanced Work Assignment product enhancements and updates in the New York
release.
With the Advanced Work Assignment (AWA) application, work items are automatically routed
and assigned to your agents, based on the agent availability, capacity, and optionally, skills.
AWA pushes work to qualified agents using work item queues, routing conditions, and assignment
criteria that you define. Agents use their Agent Workspace inbox to set their availability, see their
work items, and accept or reject work items.
With AWA, agents no longer manually choose work items from queues, because work is delivered
directly to their inbox.

If you are using Connect Support and want to move to Advanced Work Assignment and Agent
Chat, see Migrate from Connect Support to Advanced Work Assignment and Agent Chat.
Set up a custom service channel

Set up custom service channels so that your organization can support a wider range of requests.
In the Madrid release, you could only use four default service channels: Chat, Case, Incident,
and Walk-up. Now, in addition to the four default channels, you can create a service channel
from any Task [task] or Interaction [interaction] table.
Monitor work items with multiple Performance Analytics dashboards

Let your managers monitor agent conversations and tasks so that their agents can better
support requests. Previously, managers could track chat and case work items on a single
Performance Analytics dashboard. Now your managers can monitor work items that are routed
through any one of your service channels — on two different dashboards. One dashboard
contains data for Task [task] work items and the other contains data for Interaction [interaction]
work items.
Set the maximum wait time for chat queues
Help your agents fulfill requests more efficiently by setting the maximum amount of time that an
agent has to accept or reject a chat request. When the time runs out, the requester receives a
message saying that no agent is available to chat.
Track work item queues according to their record numbers
Reference a work item queue more precisely by referring to its number. Previously, queue records
were not numbered, but now queue records have numbers that start with QUE. You can search
for queues by their number, and agents can transfer conversations to another queue when they
type /tq "<queue_number>" in Agent Workspace chat. For more information on inserting slash
commands in agent conversations, see Quick actions in Agent Workspace chat.
Advanced Work Assignment requires activation of the Advanced Work Assignment plugin and
related AWA plugins that enable AWA service channels.
Agent Workspace
Route work items through a service channel to an agent inbox.
Let managers monitor Task [task] or Interaction [interaction] work items so that their agents can
better support requests.

Agent Workspace release notes

ServiceNow® Agent Workspace product enhancements and updates in the New York release.
For the New York release, you can use the Declarative Actions framework to exclude New UI
actions, instead of adding tables to the New Button List Exclusions [sys_aw_crud_exclusions] table.
A migration script runs when you upgrade your instance, so any tables in the New Button List
Exclusions [sys_aw_crud_exclusions] table migrate to the new framework. If you want to exclude
additional tables, use the Action Assignment module.
If your instance partially upgrades from the Madrid release to the New York release, your instance
runs Agent Workspace on the Madrid release.
Customizable Agent Workspace landing page
The Agent Workspace landing page displays a set of reports that are the initial view of your
agent’s workspace. You can customize your landing page layout (header, containers, and
widgets) and incorporate reports, such as a report that shows trending issues, to appear on the
page.
Similarity Analyzer for trend recognition

Define patterns and trends that can help with resolving issues or tasks. By using definable
Predictive Intelligence similarity solutions, the Similarity Analyzer can reference such trends as
common resolutions, linked problems, major incident detection, and linked major incidents.
If you enable Agent Assist Recommendations, you can recommend solutions to agents for
recognizable trends.
Agent Assist Recommendations
Configure Agent Assist Recommendations to display recommended actions when specified
trends result from similar incidents. After you enable and configure Predictive Intelligence
and the Similarity Analyzer, you can define the recommendation for messaging, display, and
actions for the specified trends. You can also prioritize recommendations to ensure that the best
recommendations appear in a logical order for multiple trends.
Agent Workspace form updates
• Administrators can add highlighted values to the secondary values in the form header.
Reference fields that display as secondary values open the corresponding record in a child
tab.
• Administrators can use Workspace View Rules to control which form view renders for their
users. Conditions can be set on roles or field values.
• Agents can add tags to records. Tag visibility can be set to all users, visible only to specific
groups or users, or visible to a single user.
• Agent Workspace supports uploading file attachments via drag and drop, uploading multiple
file attachments, and previewing an image attachment before upload.
Agent Workspace list updates
• List UI actions: By enabling new OOB UI actions on full lists, agents can multi-edit records and
assign records to themselves. For scalability, the New list UI action administers through the

new Declarative Action framework. You can exclude New UI actions from tables using the
Action Assignment module, which replaces the task of adding tables to the New Button List
Exclusions table.
• List multi-edit: Agents can update multiple records in a list at one time.
• List export: List records can export into CSV, XLSX, JSON, or PDF files. Agents can choose to
download the file or send via email.
• List quick edit: Agents can view record information and the activity stream and also apply
changes to a single record without leaving their list.
• List grouping: Agents can group lists by a single column.
• List column filtering: Agents can quickly filter a list via column headings without having to
open the advanced filter.
Quick actions (slash commands) in chat

Set up shortcuts in Agent Workspace chat so agents can work more efficiently with their
customers. Agents can trigger a quick action by entering the slash (/) followed by a command
shortcut in the chat message box. For example, agents can enter the quick action command
/ta <agent name> to transfer a chat to another agent or /tq <queue name> to transfer the
chat to another queue.
Response templates
Create response templates that define standard messages or information that agents can see
when they are working on cases or incidents, or when they are chatting with customers in Agent
Workspace. For example, in the chat message box, agents enter the quick action command
(/r) followed by a message shortcut to display a list of standard response templates. Users with
the quick_action_admin role can create response templates and activate base system response
templates.
Antivirus scanning
Use antivirus scanning to protect against virus infections from file attachments. After you upload
a file, the system automatically scans all files for viruses. You cannot view or download a file with
a virus.
Phone e164 support
Phone e164 field types support international phone numbers. This functionality supports
international country codes, which makes it easier for agents to properly store and use contact
information.
Combine Agent Assist with Predictive Intelligence in the contextual sidebar

Agent Assist and Predictive Intelligence now merge into one component, which makes it easier
for agents to find information to resolve incidents and cases. These components use machine
learning and similarity trend recognition to identify the most relevant major incidents, incidents,
problems, changes, cases, knowledge articles, catalog items, or community content.
Preview image attachments
You can preview an image attachment before downloading from the Agent Workspace Activity
Stream or from the attachment section in the contextual side panel.
Enable rich text editing for journal input field entries in the Agent Workspace Activity Stream

Agents can copy and paste images inline and format text using the HTML editor on journal input
fields, which post to the Agent Workspace Activity Stream. To enable rich text on journal input
fields, change the value of the glide.ui.journal.use_html system property to true.
Now Platform® feature - active by default.

To activate quick actions, including response templates, activate the Agent Chat
(com.glide.interaction.awa) plugin.
If you are using the Firefox browser version 65, there is an issue affecting accessibility in Agent
Workspace when tabbing between elements. There are no tabbing issues if you use Firefox
browser version 66 or later.
Assessments and Surveys release notes

ServiceNow® Assessments and Surveys product enhancements and updates in the New York
release.
With the Assessments and Surveys application, you can perform the following tasks:
• Create, send, and collect responses for surveys
• Use assessments to evaluate, score, and rank records from any table in the system
Survey creator role

Assign the survey_creator role to a user to create surveys and view only the surveys created by
the user. This functionality limits providing the survey_admin role to a limited number of users.
Owner for a survey, quiz, or assessment
Add a user with the survey_creator, survey_admin, or assessment_admin role as an owner in the
Owners field of a survey, quiz, or assessment.
Ability to skip the survey introduction notes
Skip the introduction notes when a survey is launched by selecting the Do not show survey
introduction notes check box. This functionality is applicable in both the ServiceNow platform
and Service Portal product versions.
Ability to assign an assessment to a CI table field
Specify a user field in the Assessors tab of an assessment from the configuration item (CI) table
selected on the Conditions tab. Once sent, the assessment is assigned to all users corresponding
to the user field, and these users can submit the assessment.
Surveys topic conversation in Virtual Agent
Collect survey feedback during a chat conversation using the Surveys topic conversation in
ServiceNow®Virtual Agent.
Quick start tests for Assessments and Surveys

verify that Assessments and Surveys still works. If you customized Assessments and Surveys, copy
the quick start tests and configure them for your customizations.
• Survey: Clone Action
• Survey: Survey Creator Workflow
• Survey: Question Bank Flow
Configuration Management Database (CMDB) release notes

ServiceNow® Configuration Management Database (CMDB) product enhancements and
updates in the New York release.
With Configuration Management Database (CMDB), you can build logical representations of
assets, services, and the relationships between them that make up the infrastructure of your
organization. Details about these components are stored in the CMDB. Use the CMDB to monitor
the infrastructure, which helps to ensure integrity, stability, and continuous service operation.
For pre-existing duplicate CIs, the master CI is unknown. The discovery data source is also
unknown because the discovery_source attribute was set to ‘Duplicate’. After the upgrade,
the duplicate_of attribute for those duplicate CIs is set to ‘Unknown’ and the discovery_source
attribute remains ‘Duplicate’.
After the upgrade, some pre-existing identification inclusion rules that are configured for the
duplicate metric, might conflict with newly created health inclusion rules for the duplicate metric.
After the upgrade, create new corresponding health inclusion rules to replace any pre-existing
identification inclusion rules that you used exclusively with the CMDB Health dashboards.
Quick start tests for Configuration Management Database (CMDB)

verify that CMDB still works. If you customized CMDB, copy the quick start tests and configure
them for your customizations.
Duplicate CIs
• Internal processing of duplicate CIs uses the new duplicate_of attribute instead of the
ServiceNow Discovery discovery_source attribute to maintain data integrity that is associated
with duplicate CIs. The Identification and Reconciliation Engine (IRE) no longer changes the
value of the discovery_source CI attribute to ‘Duplicate’ to denote a duplicate CI. Instead,

IRE sets the duplicate_of attribute as a reference to the master CI of the duplicate CI (if
known).
• You can now apply health inclusion rules to the CMDB Health duplicate metric instead of
using an identification inclusion rule. The CMDB dashboard then shows a smaller subset of
duplicate CIs that require remediation. This is supported only in the global domain.
CMDB Query Builder
• Include a non-CMDB table in a CMDB query. For example, including the Task or the Request
table in a CMDB query lets you query for CIs that are associated with incidents. You can use
the glide.cmdb.query.non_cmdb.black_listed_tables property to exclude non-CMDB tables
from the list that appears in Query Builder. The default non-CMDB tables list includes common
tables such as Task, Request, and Incident.
• Export a query definition that you previously saved to an XML file for importing in another
environment. For example, you can import a query definition from a test environment to a
production environment.
• Toggle between list view and card view in the Saved Queries tab of the CMDB Query Builder.
• Enable the Display Results in New Tab setting to show query results in a new separate tab
instead of underneath the Query Builder canvas.
CMDB property pages

View and edit properties for CMDB features in a centralized user interface. Navigate to
Configuration > CMDB Properties to access:
• Identification/Reconciliation properties
• Query Builder properties
• Duplicate CI Remediator properties
• Baseline properties
• Dependency Views properties
CMDB Identification and Reconciliation
• When constructing an input payload in Identification Simulation , use the Copy Script button
to copy JSON scripts to the clipboard. You can then paste that script into a third-party
software or to another screen of the identification simulation, and run it.
• When applying CI Identification and Reconciliation to import sets, you can configure a target
table per record in the import set. If you specify different target tables, records from the same
import set are imported to multiple target tables.
• Improved performance of the identification engine: For optimization, allow local caching
of the default number of query result entries for independent CIs. This number is set by the
system property glide.identification_engine.independent_items_local_cache_count.
Tables added to the CMDB

The following tables are added.
Class Label Class Name
DRS VM Config cmdb_ci_drs_vm_config
Information Object cmdb_ci_information_object

• Now Platform® feature active by default — Configuration Management (CMDB)

(com.snc.cmdb).
• Now Platform® feature active by default — CMDB Workspace plugin (com.cmdb-workspace).
• Optionally, to use the Configuration Management Database (CMDB) quick start tests, activate
the CMDB - ATF Tests plugin (com.snc.cmdb.atf) plugin.
Agent Workspace
Optionally, use ServiceNow Agent Workspace for CMDB as an easy-to-navigate central interface
that lets you access essential CMDB configuration items. You can see details for a CI, such as
key health scores, condensed timeline view of incidents, changes, and critical incidents and
change requests.
Connect release notes

ServiceNow® Connect product enhancements and updates in the New York release.
Connect is a real-time messaging platform that connects you to your coworkers, bypassing email
and static documents.
Limit the number of conversations that load during searches

Limit the number of conversations that load during searches in Connect so that you can improve
system performance. By default, Connect loads no more than 50 results per search. You can
change this value by configuring the connect.search.conversation_limit system property.
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.
Content Management System release notes

ServiceNow®Content Management System product enhancements and updates in the New York
release.
The Content Management System (CMS) enables you to create a custom interface for the Now
Platform and ServiceNow applications. This allows your end users to request items, read articles,
and update records in a simple, web-like interface that can be unique to your organization.
Activating CMS

On new instances, Content Management System plugins are no longer available in the base
system. You must request the Content Management System (CMS) application from ServiceNow
personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is
an alternative to CMS with a refined user experience, and is active by default in the base system.
See Service Portal and Content Management and Service Portal.
You must request the Content Management System (CMS) application from ServiceNow
personnel. Instead of activating CMS, use Service Portal for new development. Service Portal is an
alternative to CMS with a refined user experience, and is active by default in the base system. See
Service Portal and Content Management and Service Portal.
Service Portal
Service Portal is an alternative to the Content Management System (CMS) with a refined user
experience. Use Service Portal for new development. For more information about transitioning to
Service Portal, see Content Management and Service Portal.
Document Viewer release notes

ServiceNow®Document Viewer product enhancements and updates in the New York release.
Use Document Viewer to view documents directly within the Now Platform® rather than having to
download the files to your file system.
Document Types supported by Document Viewer

Document Viewer supports Microsoft Word (.doc) and (.docx), Microsoft PowerPoint (.ppt) and
(.pptx), Microsoft Excel (.xls) and (.xlsx), and PDF document types.
To use the Document Viewer feature, activate the Document Viewer (com.snc.documentviewer)
plugin.
Flow Designer release notes

ServiceNow® Flow Designer product enhancements and updates in the New York release.
Flow Designer is a Now Platform® feature that gives you rich capabilities for automating processes
in a single design environment. Flow Designer lets process owners use natural language to
automate approvals, tasks, notifications, and record operations without coding.
Create flows and actions and manage flow execution in a single environment. Enable
automation and speed up development by creating reusable content available to any flow.
Improve upgrades and maintenance by replacing customized business logic with native Now
Platform actions.

• During upgrade, a fix script converts the system property

com.snc.process_flow.reporting.enabled to com.snc.process_flow.reporting.level. The former
system property value of false is converted to the new value of Off. The former system
property value true is converted to the new value Flows Actions and Steps.
• Record-based flows created before the Madrid release continue to run as the System user after
upgrade. To change how upgraded flows run, edit the flow properties. By default, new flows
you create run as the user who triggers the flow.
• Flows created before the Madrid release that use the Always trigger option instead use the
Only if not currently running trigger option after upgrade. To change when upgraded flows run,
edit the flow trigger options.
Add Worknote Link to Context action

Add a journal field entry containing a link to the current flow context record. Use the link to view
the flow execution details of the current flow. You can add a flow context link to any record that
has a journal field.
Associate Record to Email action
Associate a record with an Email [sys_email] record so that you can track which record is
affected by the email.
Complex data
Use a graphical interface to work with collections of complex structured data. Help design users
understand the organization of structured data, and add, remove, or configure its individual
elements.
Create or Update Record action
Create or update a record in a ServiceNow table using a single action. Update a record that
exists, or create a record using the values provided.
Domain separation and Flow Designer
Flow Designer supports domain separation of business logic, which lets each tenant domain
have its own flows, actions, and subflows.
Dynamic Inputs
Create actions to query a service endpoint and display a variable list of inputs for the service.
Execution details reporting levels
Specify when Flow Designer generates execution details.
External Related Files
The External Related Files stores information about files in third-party systems and helps you
manage the information.
Export flow as single update set
Save flows, subflows, and actions as a single update set file. You can use update sets to move
Flow Designer content between instances.
FlowAPI quick methods

Run a flow, subflow, or action from a server-side script synchronously or asynchronously without
creating execution details or other related records. Improve performance by eliminating record-
keeping overhead.
Get Catalog Variables action
Access ServiceNow® Service Catalog variables as data pills in a flow.
Get Email Header action
Access an email header value as a data pill in a flow.
Inbound Email trigger
Start a flow when your instance receives an email.
Inline scripts
Enable users with coding experience to write inline scripts that set and modify input values during
the configuration of an action or flow. Use inline scripts to modify input values that require small
format conversions, data transformations, or math operations.
Inline Script editor
Write and edit scripts from the Flow Designer interface.
Look up email attachments action
Look up files that are attached to an email so that you can perform an action on the files. The
action generates a list of Email Attachment [sys_email_attachment] records, which you can
access as a data pill.
Move Email Attachments to Record action
Move attachments from an email to a record so that the files are available to your users when
they view the record.
Order results returned by Look Up Record actions and steps
Specify the sort order when a Look Up Record action or step returns multiple results.
Order results returned by Look Up Records actions and steps
Specify the sort order when using a Look Up Records action or step to search for multiple
records.
Run flow in foreground
Run a flow immediately in the foreground rather than asynchronously. Use the Run In Foreground
option when a flow needs to provide immediate feedback to a user.
Script support for complex data
Create and reference complex data from a script. Use a script when your source data comes
from a data stream, a REST step response, or a Look Up Records step.
Test an action
Test an action before publishing it for other users.
Wait for a duration - percentage duration
Specify the duration of a pause in a flow as a percentage of an SLA.

The com.snc.process_flow.reporting.level system property replaces the

com.snc.process_flow.reporting.enabled system property. A fix script converts this property and its
values during upgrade.
IntegrationHub
Automate integration tasks using ServiceNow-built components for Flow Designer, or develop
custom integrations. Requires a separate subscription.
IntegrationHub available spokes
Review the integration-specific flows and actions available to each spoke.
Instance Data Replication release notes

ServiceNow® Instance Data Replication IDR is a new application in the New York release.
Instance Data Replication copies data updates made on one instance, called the producer, to
one or more other instances, called consumers. Data from a producer instance can be replicated
into tables of the same name on consumer instances or into entirely different tables. The data
can be replicated as is or you can modify the data during replication. IDR does not replicate
metadata or many user tables, so do not use it to clone instances.
Instance Data Replication features
Instance Data Replication

Instance Data Replication copies data updates from one instance to one or more other
instances.
Transform replication data
By default, data replicates from producer tables to tables of the same name on consumer
instances. You can, however, modify the data or replicate it to any table on consumer instances.
Trigger workflows after replications
Replications can trigger rules configured on tables, for example, to generate a notification that
the replication is complete, or to validate the replication.
Bi-directional replication
You can replicate updates made directly on consumer instances back to the producer instance.

Instance Data Replication requires a separate subscription and activation by ServiceNow

personnel.
Note: Instance Data Replication (IDR) is not available for customers that are in Federal
Data Centers.
Instance Data Replication conforms to WCAG.
IntegrationHub release notes

ServiceNow®IntegrationHub product enhancements and updates in the New York release.
Automate integration tasks using ServiceNow-built components for Flow Designer, or develop
custom integrations. Requires a separate subscription.
Data stream actions and pagination

Send REST or SOAP requests from Flow Designer to APIs that return a stream of response data
larger than 10 MB, or that return paginated results. Parse stream data into a series of complex
object outputs and use the data pills in other actions in a flow. For example, create a Data
Stream action to import a large quantity of employee data from a third-party HR site. The
Data Stream action sends a REST request to the third-party site and processes the response to
populate records in the User [sys_user] table.
Discover Store Content
Discover integration spokes published on the ServiceNow store.
JDBC step
Create a reusable action to send SQL commands to a relational database.
Licensing and usage dashboard
Choose an IntegrationHub subscription package to build reusable integrations with third-party
systems. Use the usage dashboard to view the number of transactions used within your current
subscription, and to view transaction details.
OpenAPI support
Populate REST step fields and action inputs with information imported from an OpenAPI
Specification. Import specifications by providing a URL to the YAML or JSON, or copying and
pasting content.
IntegrationHub subflows automate password reset processes
Create subflows in IntegrationHub to automate and customize the password reset process for
users managed by third-party applications such as Okta or Microsoft Azure AD.
Retry policies

Automatically retry failed requests when a step encounters an intermittent issue such as a
network failure or request rate limit. Set a retry policy to prevent having to manually triggering the
step again.
SSH step
The SSH step executes SSH commands on an external *nix system through a ServiceNow® MID
Server. The step also stores scripts and commands for the *nix systems.
XML parser step
Identify structured data from an XML payload without having to write script. Map incoming XML
elements to a complex object output that you can use in other steps or actions. At runtime,
values from an XML payload populate the complex object output.
The ServiceNow IntegrationHub plugins require a separate subscription and must be activated by
ServiceNow personnel.
Flow Designer
IntegrationHub lets you build reusable integrations with third-party systems and call them from
anywhere in the platform. For example, request IntegrationHub to call external systems using
integration APIs from the Action Designer Script step, run the Script step on the Mid Server, and
activate protocol steps like REST, SOAP, and PowerShell.
Flow Designer is a Now Platform feature that enables you to automate processes within a single
ServiceNow instance. Without an IntegrationHub subscription, you can use base system actions
or steps, including the Script step, to manipulate records, send emails, trigger notifications,
and perform operations within the instance. Request IntegrationHub to automate and create
integrations with external systems from the Flow Designer interface.
Knowledge Management release notes

ServiceNow® Knowledge Management product enhancements and updates in the New York
release.
The Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal) is active

by default for new or upgrade customers.
The Knowledge Management Core plugin (com.glideapp.knowledge) is active by default for
new or upgrade customers.
The Knowledge Management with KCS plugin (com.glideapp.knowledge2) is planned for
deprecation. This plugin contains Knowledge Management V2 features only. KCS features are not
being deprecated and are available in Knowledge Management V3 or Service Portal.

Knowledge internationalization
• Knowledge Translation Management: The translation management feature enables you to

translate published knowledge articles that are missing translations either manually or by using
the machine translation option to automatically translate the knowledge article. This feature
creates translation tasks automatically for the languages you have specified.
• View article in a specified language using a URL parameter: Add language parameters to an
article URL to view the article in another language if a translation exists.
Related articles
Discover similar information across articles on a topic while viewing an article. You can manually
map related articles or have the application automatically present related articles using
machine learning (ML) algorithms.
Now Mobile for Knowledge Management
Access knowledge articles from anywhere using the Information applet on the Now Mobile app.
You can view recently viewed and most popular articles, search for articles, browse articles by
category, and provide feedback for articles.
Knowledge Management Service Portal
• View the Knowledge Management Service Portal article view page from the Service Portal
and use knowledge features such as feedback and versioning. When upgrading to New York,
reroute the article view page in the Service Portal to the Knowledge Management Service
Portal.
• Knowledge article feedback: Add links, attachments, images, and HTML text to enhance
knowledge feedback. Reply and like comments created on the Knowledge Management
Service Portal.
• Knowledge base configuration for the Knowledge Management Service Portal: Configure
which knowledge bases to display on the Knowledge Management Service Portal.
Knowledge process governance
• Retired article: Republish a retired article without requiring an approval workflow.

• Import a document to update an article version: Update the version of a published or draft
article by importing a document.
• Support for article versioning in managed documents: Upload and attach a revised version of
a document to an article to ensure that the latest content is always available.
• Set a default article expiration date for a knowledge base: Set a default expiration date for
articles within a knowledge base using the Article Validity field option to ensure that your
content stays up to date. If a Valid to date isn't explicitly set for individual articles, the default
Article Validity date will apply.
Article template
• Article template display: Improve the display of knowledge articles by setting article template
fields to expand or collapse. Style template fields and headers with Cascading Style Sheets
(CSS).
• Article template configuration: Set the article templates that are available in specific
knowledge bases. Use an article template selector to create articles and preview the
appearance of articles before creating them.

Knowledge search
• Search across multiple tables and knowledge index filter: Improve search relevancy by
skipping indexing of outdated or retired knowledge articles from the search results and
upgrading the index format to the V4 format. Perform the Knowledge Management guided
setup tasks for installing the index filter and upgrading the index format. These tasks are
relevant only for customers upgrading from Madrid or earlier releases. For new customers on
the New York and later releases, these tasks are configured by default.
• Read-only knowledge articles from contextual search: Display a read-only article view page
when knowledge articles are viewed from contextual search to prevent changes by other
users. This feature is active by default.
Quick start tests for Knowledge Management

verify that Knowledge Management still works. If you customized Knowledge Management,
copy the quick start tests and configure them for your customizations.
Related catalog items
Manually map catalog items related to a knowledge article to enable employees to request the
related product or service.
Knowledge search
• Asynchronous search filters: Set filters to narrow your search for knowledge articles. The search
filters are not shown by default.
• Duplicate articles search: Eliminate duplicate articles when creating an article through
improved duplicate detection that uses machine learning-based similarity results.
• Ability to filter search results using category hierarchy: Narrow your search results by category.
The search results include articles in the parent categories and associated child categories.
Knowledge notifications
• Article links in notifications: Click an article link in the article subscription or Article Quality
Index (AQI) notifications to be automatically directed to the Knowledge Management
Service Portal.
• Improve productivity by managing notifications when an article is submitted for approval,
approved for publishing, or rejected for publishing.
The Knowledge Management Service Portal plugin (com.snc.knowledge_serviceportal) is active

by default for new or upgrade customers.
Activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) to
enable advanced features for Knowledge Management. For more information on activating the
plugin, see Activate the Knowledge Management Advanced plugin.
Activate additional plugins that enable various Knowledge Management features. For more
information, see Additional plugins for Knowledge Management.

Knowledge Management conforms to WCAG-AA starting with the New York release.

Add knowledge articles to Service Portal Case records to deflect cases.
Communities
Harvest knowledge from posts on a community and create structured knowledge articles from
unstructured discussions around a question.
Agent Workspace
Use knowledge articles in the Agent Workspace interface to deflect cases.
Problem Management
Create knowledge articles through the Problem form. Problems generate information that might
be useful to solve similar issues. You can create a knowledge article in a structured format using
the generated information.
Incident Management
Create articles from an incident record. Incident records provide a resolution for an issue and the
form fields are defined in an article template.
HR Knowledge Management
Use knowledge blocks with HR knowledge management to simplify HR knowledge authoring for
writers and knowledge consumption for readers.
MetricBase release notes

ServiceNow® MetricBase product enhancements and updates in the New York release.
The MetricBase application stores data sampled from other instances. For example, an instance
might store CPU usage. With MetricBase, you might summarize that data by storing the average
CPU usage for every five-minute interval. You can graph the data or you can use it with Flow
Designer to trigger flows. With MetricBase, you can handle large amounts of data on an instance
by working with the summarized data in MetricBase.
Prediction models to detect abnormal behavior

Create and use models to detect and warn about abnormal behavior. For example, a drone
flying too high or too low.
Triggers based on prediction models
Trigger a Flow Designer flow based on a prediction model. These triggers can create alerts
about abnormal behavior.
Use reports to view model predictions

Create reports that show the data predicted by models. Compare the predicted data to the
real data to detect abnormal behavior.
Reports grouped by metric field
Group report data by fields in a MetricBase table to identify results produced by different
prediction models.
New transforms for prediction models
Create graphs with new ways of viewing time-series data using the new MetricBase transforms
predict, put, decompose, and fit. All of them work with prediction models.
MetricBase requires a separate subscription and activation by ServiceNow personnel. For no extra
charge, request the MetricBase demo plugin, which contains sample tables, metrics, triggers, and
data to help you learn how to use MetricBase.
MID Server release notes

ServiceNow® MID Server product enhancements and updates in the New York release.
If you have installed your own Java Runtime Environment (JRE), the upgrade process takes the
following actions to ensure that the MID Server is using a supported JRE:
• If an unsupported version of the Java Runtime Environment (JRE) is running on a MID Server
when it is upgraded, the upgrade process replaces that JRE with the OpenJDK that is bundled
with the MID Server installer.
• If a supported JRE is running on the MID Server host, the upgraded MID Server uses that Java
version.
The auto-upgrade process for MID Servers in New York has changed. The MID Server no longer
receives its upgrade through the instance, as it did in previous releases. All MID Server host
machines now require access to the download site at install.service-now.com to enable
auto-upgrades. For additional details about how MID Server upgrades are managed and where
to look for errors, see MID Server upgrade.
In the New York release, only one Windows MID Server service is permitted per executable path.
Upgraded Windows MID Servers that have multiple services pointing to the same installation folder
are prevented from starting. See MID Server fails to start for more information.
For more information about MID Server upgrades, see:
• MID Server pre-upgrade check: Describes how the AutoUpgrade monitor tests the MID Server's
ability to upgrade on your system before the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID Servers manually.
MID Server parameters

Use MID Server parameters to configure the behavior of individual MID Servers.

• mid.http_classy.request_timeout: Sets the timeout in milliseconds for HTTP requests with the
HTTP - Classify probe.
• mid.snmp.use_getbulk: Sets the use of GETBULK for individual MID Servers.
• mid.monitoring.force_sigar_cpu_monitoring: Enables CPU monitoring on Windows MID Server
hosts using Java 11 if the customer has updated the SIGAR library.
• mid.probe.use_legacy_forward_dns: Enables the legacy DNSNameResolver probe for a
specific MID Server if the default DNSNameResolver probe experiences problems.
• mid.probe.use_legacy_reverse_dns: Enables the legacy DNS probe for a specific MID Server if
the default DNS probe experiences problems.
• mid.aws.instance_profile_name: Configures the AWS IAM role on an EC2 instance for Cloud
Discovery credentials.
• mid.parsing.max_field_size: Sets the maximum character length of strings stored while
patterns are run.
MID Server properties

Use MID Server properties to configure the behavior of all MID Servers.
• mid.discovery.multiprobe.skip_others_on_error: Prevents probes in a multi-probe from iterating
through available credentials when another member probe has already failed or timed out.
• mid.probe.use_legacy_forward_dns: Enables the legacy DNSNameResolver probe for all MID
Servers if the default DNSNameResolver probe experiences problems.
• mid.probe.use_legacy_reverse_dns: Enables the legacy DNS probe for all MID Servers if the
default DNS probe experiences problems.
• mid.powershell.target_base_dir: Specifies the location of the target base folder used for
Discovery using WMI.
• mid.sm.discolog.max_log_size: Limits the length of the log statements in the Horizontal
Discovery Log.
• mid.snmp.use_getbulk: Sets the use of GETBULK globally for all MID Servers.
Available system properties

The following system properties were added to control long-running commands. Currently, only
Orchestration supports SSHCommandLong. These properties help to tune, debug, and customize
long running commands. They also help to improve responsiveness, reduce overhead, and assist
in recovery from network errors.
• glide.eccprobe.longrunner.class
• glide.eccprobe.longrunner.retry_minutes
• glide.eccprobe.longrunner.interval.initial_seconds
• glide.eccprobe.longrunner.interval.backoff_percent
• glide.eccprobe.longrunner.interval.max_seconds
• glide.eccprobe.longrunner.debug
• glide.eccprobe.longrunner.max_poll_count
Tanuki Service Wrapper

The MID Server installer includes the Tanuki Service Wrapper version 3.5.36 for the New York
release.
MID Server property - mid.download.through.instance

In previous releases, this property was set to true to force all MID Servers to upgrade through
the instance and was configurable by customers. In the New York release, auto-upgrades
are performed by the MID Server host computer and not by the instance. To implement this
behavior, the default value of this property was changed to false, and the property was
concealed to protect the setting. DO NOT change the value of this property.
The following accessibility improvements were made to MID Server Guided Setup.
• Improved screen reader accessibility:
• Alternative text to images
• Labels to form elements
• Descriptions of all text boxes
• Error messages
• Improved tab focus: Tab focus only goes over enabled items.
Discovery
Discovery uses the MID Server to launch probes and patterns that return information to the
CMDB about devices and applications running in your environment. Discovery schedules select
appropriate MID Servers to use, based on their configured capabilities and assigned IP ranges.
Orchestration
The Orchestration application uses the MID Server to do work on internal and external systems.
MID Servers are selected by their capabilities and the applications that they are allowed to use.
Service Mapping
Service Mapping uses the MID Server to launch patterns that return information about business
services running in your environment.
Event Management
Event Management uses the MID Server to receive and process events, collect data for root
cause analysis (RCA), and collect SNMP traps.
Cloud Management
Cloud Management uses the MID Server to collect and process VMware events.
Operational Intelligence
Operational Intelligence uses MID Server clusters to capture operational metrics data from
external data sources and analyze them for anomalies.

Remote Tables release notes

ServiceNow® Remote Tables product enhancements and updates in the New York release.
Retrieve external data using remote tables and scripts

Connect the Now Platform to third-party sources, or to another instance, so that you can retrieve
external data and optionally cache it in the memory. You can view external data in lists or forms
and process it with standard Glide scripts. You can also group, sort, aggregate, and filter the
data just like you would for standard internal tables.
If you have the admin role, you can activate the Remote Tables plugin (com.glide.script.vtable).
This plugin includes demo data and activates related plugins if they are not already active.
Notifications release notes

ServiceNow® Notifications product enhancements and updates in the New York release.
Inbound Email trigger in Flow Designer

Start a flow when your instance receives an email. Inbound email flows take priority over inbound
email actions. If you create flows with inbound email triggers, emails are first processed by the
inbound email triggers before they are processed by inbound email actions.
Get Email Header action in Flow Designer
Access an email header value as a data pill in a flow.
Move Email Attachments to Record action in Flow Designer
Move attachments from an email to a record so that the files are available to your users when
they view the record.
Look up email attachments action in Flow Designer
Look up files that are attached to an email so that you can perform an action on the files.
Performing the action generates a list of Email Attachment [sys_email_attachment] records,
which you can access as a data pill.
Associate Record to Email action in Flow Designer
Associate a record with an Email [sys_email] record so that you can track which record is
affected by the email.
Email Attachments [sys_email_attachment] table
Track attachments that come from emails by reviewing the Email Attachments table. The
Attachment field references a file in the Attachments [sys_attachment] table, and the Email field
references the Email [sys_email] record to which the file is attached. If populated, the Action
field indicates what action was taken on the email attachment.

Attachments are assigned unique identifiers

Refer to an attachment more precisely by using its hash. A hash is a 64-character identification
number that uniquely identifies the content of an attachment. You can use the hash to target
specific attachments in Flow Designer. Also, if you script an inbound email action to attach files
to a record, email attachments are not attached to the target record if an attachment with an
identical hash exists. A record is created in the Email Attachments [sys_email_attachment] table.
This record contains the attachment file name and the reason that it was filtered from the target
record. The file remains in the Email [sys_email] record.
Inbound email attachments that exceed size constraints do not attach to the target record
When an attachment for an inbound email exceeds the size limit, the attachment is discarded.
A record is created in the Email Attachments [sys_email_attachment] table containing the
discarded file name and the reason it was discarded. The discarded file remains in the Email
[sys_email] record.
Attachment handling in email client configuration
By default, attachments that are sent from the email client are attached to the target record.
Instead, you can select to attach files to the Email [sys_email] record, or you can set conditions
that define which email client attachments are added to the target record.
Email Client Quick Message Author role
A new role has been created to let more users write quick messages for the email client. Assign
the email_client_quick_message_author role to business managers so that they can create quick
messages for users in their group.
Variable for current users in the email client
The ${current_user} variable in quick messages or email client templates lets users reference
themselves in emails that they send from the email client.
Condition field in Email Client Quick Message
A condition field has been added in the quick messages form to let authors identify the target
record in which the quick message is available in the email client.
The glide.ui.email_client.attach_to_email_record_until_sent system property, which controls how

attachments are handled in email client, is deprecated. As of the New York release, you can
configure attachment handling in the Email Client Configuration module.
Flow Designer

Automate processes for emails and their attachments with the Inbound Email trigger, the Get
Email Header action, the Look up email attachments action, the Move Email Attachments to
Record action, and the Associate Record to Email action.
Password Reset release notes

ServiceNow® Password Reset product enhancements and updates in the New York release.
With the Password Reset application, an end user can use a self-service process to reset or
change a password. Alternatively, your organization can require a service desk agent to reset
passwords for end users.
• The Password Reset application is a platform feature and is upgraded by default.

• The new Password Reset Spoke plugin [com.sn.password_reset.ah] is activated by default.
• The Password Reset application is not available during the upgrade process.
• If you are using the Local ServiceNow credential store: For new installations and updates to
instances that are not domain-separated and where Password Reset workflows have not been
modified: The instance will use IntegrationHub subflows to perform Password Reset operations.
The Password Reset workflows that were used in earlier releases are no longer used.
• If you are using an Active Directory (AD) credential store: For new installations and updates to
instances where:
• The instance is not domain-separated and
• Password Reset workflows have not been modified and
• The Microsoft AD spoke is activated on the instance
The instance will use IntegrationHub subflows to perform Password Reset operations. The
Password Reset workflows that were used in earlier releases are no longer used.
• For updates to instances where Password Reset workflows have been modified or where the
instance is domain-separated, IntegrationHub subflows are not implemented. Password Reset
operations continue to use workflows by default. To implement IntegrationHub subflows to
perform operations (recommended), follow this procedure:
1. Navigate to Password Reset > Extensions > Credential Store Types.
2. Select the instance.
3. On the Password Reset Credential Store Types form, select Use Flow.
4. Modify the subflows as needed. See Create IntegrationHub subflows to customize
password reset processes.
IntegrationHub subflows automate password reset processes

In earlier releases, Password Reset used native workflows for processes. The Password Reset
application now uses IntegrationHub subflows to perform operations. You can modify the
subflows to meet your password reset needs. IntegrationHub subflows are easier to understand,
modify, and maintain than workflows.
IntegrationHub subflows define credential types

The base-system supports two credential store types: the Local ServiceNow Instance credential
store and the Active Directory (AD) credential store. If you use a different identity provider, such
as Okta, Microsoft Azure AD, or Microsoft AD, you can use IntegrationHub subflows to create a
custom credential store type.
• A simple version of the Password Reset application is active by default and includes example
verifications. The base system enables connections to the Local ServiceNow Instance
credential store and Active Directory (AD) credential stores. For details, see Credential stores for
Password Reset.
Service Portal release notes

ServiceNow®Service Portal product enhancements and updates in the New York release.
Service Portal is a portal framework that helps you build a mobile-friendly self-service experience.
• By creating an Agent Chat portal configuration, your end users can initiate and maintain an
Agent Chat conversation in any portal page. This feature replaces the Virtual Agent Service
Portal widget. If your portal includes this widget, remove Virtual Agent Service Portal widget
instances and configure Agent Chat support for a portal instead. See Configure Agent Chat in
Service Portal.
• The Now Platform collects search data and analytics that generate search suggestions. If you
are upgrading from a previous release, the search analytics do not contain any data yet. To
immediately provide suggestions to your users, you can populate the search suggestions using
data from either the Text Searches [text_search] table or the Service Portal Log Entries [sp_log]
table. For more information, see Populate search suggestions in Service Portal.
• If you have custom search widgets, they do not automatically collect search data and
analytics to generate suggestions. To benefit from this new feature, you can either migrate
search to use the base system Faceted Search widget, or configure your search widget
to collect search data using the GlideSPSearchAnalytics API. For API reference, see
GlideSPSearchAnalytics. For more information about the Now Platform search analytics and
suggestions feature, see Search analytics and suggestions.
• Take advantage of the latest article view features such as including links and images in article
feedback and article versioning by activating the Knowledge Article View page route map.
This map routes the kb_article page to the kb_article_view page. See Page route maps.
Agent Chat support

Your end users can initiate and maintain an Agent Chat conversation in any portal page.
Write a script to pass portal-specific data to Agent Chat. For example, pass the name of your
knowledge base to a Virtual Agent conversation.
Antivirus Scanning support for Service Portal attachments

View the health status of file attachments in Service Portal. Antivirus Scanning scans files in the
Attachments [sys_attachments] table by default. When viewed from a Service Portal page,
attachments may not be available for download depending on their health status.
Open a Service Portal page in the Automated Test Framework
Open a portal page in the Automated Test Framework. When building automated tests, test
designers must first open a page in a portal before testing UI components on the page.
Password reset capability in the Login widget
Enable your users to reset their password from the Login widget using the Password Reset
application.
Text index groups
Configure a text index group to make Service Portal search results more relevant to your end
users. If you have a custom search source or portal, consider whether you want to use the base
system portal_index_group text index group, or create your own text index group. The base
system text index group includes the Catalog items, Knowledge, and Social Q&A Questions
tables. When a user searches for an item in Service Portal, they see combined results from these
tables. Text index groups are a Now Platform feature. To learn more, see Configure multiple
tables for indexing and searching.
Search analytics and suggestions
Search analytics and suggestions is a Now Platform feature. For more information,
see . Search suggestions replaces typeahead search in Service Portal. Update the
glide.service_portal.search_as_you_type_behavior system property to change this behavior.
Service Portal is active by default on new instances. For upgraded instances, activate the
Service Portal for Enterprise Service Management plugin (com.glide.service-portal.esm) if you
have the admin role. Activating the Service Portal plugin does not affect any existing Content
Management System (CMS) configuration. For more information, see Content Management and
Service Portal.
Skills Management release notes

ServiceNow® Skills Management product enhancements and updates in the New York release.
Skills Management
Use Skills Management to associate skills with individual users or groups and assign them to
tasks or projects. You can also assess the skills needed for your organization, identify gaps, and
implement effective plans for hiring or training of your teams.
• Roles added to Skills Management
The Skills Manager (skills_manager) role has been added for Skills Management. This role
inherits the Skill User (skill_user) role. As a skills manager, you can add or remove skills to users or
groups.
• Skills taxonomy
Organize related skills into categories and subcategories so that you can manage skills and
create reports quickly and efficiently.

• Level types for skills

Define skill levels (for example, beginner, intermediate, advanced) for different skill level types
(for example, a language or an IT certification) and then associate skill levels to users and
define skill levels and types required for tasks.
• Pre-built skill gap analysis and reports
Create reports to identify skill gaps and address the skill needs for individuals, teams, or your
organization as a whole. Rank and analyze individual agents against required skills using skills
and skill levels.
• Unified interface to associate multiples skills with multiple users
Assign IT skills and skill levels to users to facilitate the automatic assignment of skill-based tasks
to agents.
• Domain separation support for Skills Management
Track and organize skill data, processes, and administrative tasks of service agents and
employees into logically defined domains.
• Pre-defined skill and skill taxonomy data
Get started quickly by using the pre-defined skill and skill taxonomy seed data provided with
your application.
• Rules to identify skills for work items
Use rules to automatically identify skills that are required for work items.
Quick start tests for Skills Management

to verify that Skills Management still works. If you customized Skills Management, copy the
quick start tests and configure them for your customizations. New quick start tests for Skills
Management include:
• Skills MGMT: User skill level inheritance when user is part of multiple groups.
• Skills MGMT: Add skills to lowest level category.
• Skills MGMT: Create a child category under a parent category.
• Skills MGMT: Create a skill category.
• Skills MGMT: Create skill level type and skill levels.
• Skills MGMT: Skill level inheritance from group to user.
The Skills Management application is activated when you enable the Skills Management
(com.snc.skills_management) plugin.
Subscription Management release notes

ServiceNow® Subscription Management product enhancements and updates in the New York
release.
With Subscription Management, you can review and manage how purchased subscriptions are
used on your instance. By monitoring the usage of your subscribed applications, you can make
better decisions about your subscription purchases.

Monitor App Engine subscription usage and compliance

Track your App Engine subscriptions with the App Engine Subscription Management dashboard.
App Engine subscriptions entitle you to develop applications and deploy custom tables in
production instances.
Support pooled subscriptions
Monitor that your organization's subscription usage for certain types of products is automatically
deducted from a common pool of subscriptions. For example, when you buy multiple qualifying
subscriptions for the IntegrationHub, those individual subscriptions are combined into a common
subscription pool.
Task Communications Management release notes

ServiceNow® Task Communications Management product enhancements and updates in the
New York release.
The Task Communications Management product enables you to create designated
communication plans for effective communication during an event.
Select a notify service provider
Notify provides support for adding multiple service providers for SMS and Voice Services. An
incident manager, when creating a communication plan, can indicate which provider or phone
number to use for sending communications.
Use the Notify Provider Selector reference field to choose an entry from the Provider selector
table [notify_group_selector] from which Notify numbers or conference providers can be
derived. Table entries are associated with the notify groups that have phone numbers for
telephony providers.
This field is available in the following tables:
• comm_channel_def_conference
• comm_channel_conference
• comm_channel_def_sms
• comm_channel_sms
Select phone number for SMS communication

In the Send Updates window, you can select the number from which you want to send the
communication in the From list, which is available only for the SMS communication channel. The
list displays phone numbers of all the Notify groups associated with the Provider selector.

Activate the Notify plugin (com.snc.notify).
Visual Task Boards release notes

ServiceNow®Visual Task Boards product enhancements and updates in the New York release.
Visual Task Boards (VTB) transform the navigation of lists and forms into an interactive graphical
experience.
Exclude child table records

Exclude child table records from the Visual Task Board so that your users only see the main lanes.
Swimlanes
Let your users organize their tasks with swimlanes (horizontal and vertical lanes) on the Visual
Task Board. Users can only use compact cards in the Visual Task Board and add swimlanes to
freeform, flexible, and guided boards.
Edit the Due date for a task
Add or edit the due date for a task card. Your users can view the due dates on the cards.
Set a WIP Limit for a lane
Set a limit to the number of tasks cards that your users can add to a lane.
Set notifications to your instance
Add new notifications to your instance by using a Visual Task Board.
Add themes with the color palette
Add themes to your Visual Task Board by selecting colors from the color palette.
Add labels
Distinguish tasks on the task board by categorizing them by labels. You can add, rename,
prioritize, and delete labels. You can also apply colors from the palette to the Visual Task Board.
Assign users from Quick Panel
Assign users and prioritize tasks with the revised quick panel options.
Filter tasks by due date from Board header
Filter tasks by due date by clicking Due By on the board header.
Now Platform® feature is active by default.

Now Platform User Interface release notes

ServiceNow® user interface product enhancements and updates in the New York release.
Starting with the New York release, ServiceNow encodes the URIs associated with the modules
in the navigation pane. When upgrading to New York, existing URIs for custom modules might
break if you used arguments with non-URL-encoded characters, for example, an equals (=)
sign. Arguments and filter conditions become part of the URI. If an argument started with an
ampersand (&), or if you used a conditional filter and an argument but did not prepend the
argument with a caret (^), the module URIs may break. A simple revision can prevent that from
happening. For more information, see Encoding module URIs.
The user interface is part of the core platform and does not require special activation.
Guided Tour Designer release notes

ServiceNow®Guided Tour Designer product enhancements and updates in the New York release.
Create a guided tour so that your users can learn how to use a feature.
Enable Guided Tours for Custom UI pages

Enable guided tours across your instance to run on the Custom UI pages.
Guided Tours API
Launches tours conditionally as required.
Guided Tours Dashboard

Review your guided tour usage statistics with the help of the Guided Tours Overview dashboard.
This dashboard has two tabs.
• User Engagement: Shows the number of users actively working with guided tours and trending
over a time.
• Tour Statistics: Shows user engagement trends and patterns. This tab helps you build more
successful tours by analyzing tour completions and tour failures.
Callout editing options

Add or modify callout content in the Text field of the Create Step panel. Change the direction of
the callout by selecting the appropriate option in the Placement area.

Active by default.
Service Management release notes

Service Management has new and updated features in the New York release.
Facilities Service Management release notes

ServiceNow® Facilities Service Management product enhancements and updates in the New
York release.
With Facilities Service Management, you can request changes to the operation and
maintenance of your facilities, track these requests, and make the necessary changes.
With Facilities Service Management you can:
• Determine the location a facility request came from to help facilities team members with
logistics.
• Identify configuration items (CIs) for each request to help determine what impacts your facility.
Examples are reporting on broken equipment like a copier, refrigerator, coffee machine, or
issues like rest room flooding.
• View all open facilities requests to identify duplicate requests.
Space management, facilities move management, and interactive facility maps are no longer
available for new customers. ServiceNow still supports these features for existing customers.
You can activate the Facilities Service Management plugin

(com.snc.facilities_service_automation) as a separate subscription. This plugin manages facilities
requests and enables users to report and track requests by their location.
Note: The Facilities Move Management (com.snc.facilities_service_automation.move) and

Facilities Visualization Workbench (com.snc.facilities_service_automation.fvw) plugins are
no longer available for new customers.
Security Operations release notes

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

ServiceNow®Security Incident Response product enhancements and updates in the New York
release.
Use Security Incident Response (SIR) to manage the lifecycle of your security incidents end-to-end
from the initial analysis to containment, eradication, and recovery. Security Incident Response
enables you to get a comprehensive understanding of incident response procedures performed

by your analysts over time. You can also understand trends and bottlenecks in these procedures
with analytic-driven dashboards and reporting.
Built-in integrations with third-party cybersecurity solutions and partner-developed integrations
from the ServiceNow® Store enable security automation and orchestration for efficient and
accurate incident response.
If you are upgrading directly from the Jakarta or Kingston releases to the New York release
(skipping the London release), navigate to System Definition > Fix Scripts, and run the Update
integrations to multi domain fix script. Run this script to enable certain integrations to define
multiple configurations.
For example, if you have multiple Splunk instances, you can create connections and queries that
run sightings searches across multiple Splunk instances. After you run the fix script, navigate to
System Definition > Fix Scripts and deactivate the fix script. Do not run the script more than one
time.
Performance Analytics SOC Efficiency dashboard

If you have the sn_si.analyst or sn_si.manager roles, you can use this dashboard to improve
analyst efficiency and get a picture of how the security operations center (SOC) is performing in
general and specific areas over time. You can use the dashboard to:
• View metrics that help measure the individual performance of the security analysts.
• Measure the overall response time of the SOC in addressing valid security incidents.
• View risk scores to assess the amount of risk reduced through incident response actions.
• Get better insight into the incident analysis stage to analyze bottlenecks in the incident
response procedures.
Malware playbook flow template
If you have the sn_si.admin, flow_designer, and action_designer roles, you can use the malware
playbook flow template to accelerate the design of this playbook. Automate the steps for
handling malware alerts from the endpoint or the network.
The flow template includes trigger conditions and a sequence of actions and subflows that are
annotated for readability. You can use the drag-and-drop feature to move objects, include
condition checks, parallel branching, decision tables, and more within your template to resolve
malware attacks quickly and efficiently.
Mobile experience for Security Incident Response

The Security Incident Response (SIR) mobile app gives you access to security incidents and
receive notifications on your mobile device. With the mobile app, you can:
• View and edit security incidents that are based on a predefined set of queries or filters.
• Assign or reassign security incidents, add work notes, or upload attachments.
• Receive alerts for highly critical incidents and respond to them quickly from your mobile
device.

Activate the Security Incident Response Dependencies plugin (com.snc.si_dep). Download and
install Security Incident Response from the ServiceNow Store. Use Setup Assistant to configure
Security Incident Response based on the needs of your organization. The Security Incident
Response application is available as a separate subscription.
ServiceNow Agent (Fulfiller) app

The ServiceNow® Agent (Fulfiller) app is required to access the Security Incident Response Mobile
app on your mobile device. The ServiceNow Agent (Fulfiller) app is available on the Apple iOS
App Store or the Google Play Store. Download the ServiceNow Agent (Fulfiller) app on your
mobile device and use it to log in to a Now Platform® instance.
Security Incident Response Mobile app
The Security Incident Response Mobile app is required on your Now Platform instance. Download
the Security Incident Response Mobile app along with its dependencies from the ServiceNow
Store. The Security Incident Response core application is required on your Now Platform instance
so that you can view and edit security incidents on your mobile device.
Vulnerability Response release notes

ServiceNow® Vulnerability Response product enhancements and updates in the New York release.
The Vulnerability Response application in ServiceNow® Security Operations prioritizes vulnerable
items and adds business context to help security experts determine whether business critical
systems are at risk. Using the CMDB, Vulnerability Response can easily identify dependencies
across systems and quickly assess the business impact of changes or downtime. Vulnerability
Response provides a comprehensive view of all vulnerabilities affecting a given service, as well as
the current state of all vulnerabilities affecting the organization.
If you are upgrading from a previous version of Vulnerability Response, you can begin using the
Vulnerability Response new features immediately. All updates to Vulnerability Response are only
available in the ServiceNow® Store.
If you've previously installed Vulnerability Response, you don't need to install the Dependencies
(com.snc.vul_dep) plugin prior to installing the Vulnerability Response update.
For detailed information on upgrade from Kingston or London to Vulnerability Response, see
Vulnerability Response upgrade information.
Application administration is not enabled, by default, in Vulnerability Response for upgrades. If
you add custom tables that rely on inherited ACLs, you must recreate the ACLs in that custom
table. If you add custom roles or custom ACLs, and you enable Application administration, retest
those roles and ACLs after upgrading. Ensure that the assignable by attribute on the roles is set
correctly to enable access to application administration.
Note:
Once enabled, Application administration cannot be disabled.

Integration upgrade information

• Rapid7 Vulnerability Integration
Prior to London v6.2 or Kingston v5.1, the Rapid7 Vulnerability Integration used an identifier from
the Rapid7 Nexpose data warehouse that was not unique across multiple data warehouses.
Starting with London v6.2 and Kingston v5.1, the nexpose_id, which is globally consistent,
replaced it.
If you have an existing Rapid7 Vulnerability Integration version earlier than London v6.2 or
Kingston v5.1, and you upgrade to the latest Rapid7 Vulnerability Integration version, you may
get a "Import relies on nexpose_id" error. In that case, you need to update the SQL query sent
to your Rapid7 Nexpose data warehouse with the nexpose_id. Without it, various features
of Vulnerability Response and Rapid7 Vulnerability Integration will not work properly. See
KB0751331 to add the nexpose_id to the SQL import query.
Note: This is true for a Rapid7 Nexpose data warehouse upgrade or to migrate from the
Rapid7 Nexpose data warehouse to Rapid7 InsightVM.
• Qualys Vulnerability Integration
To reduce upgrade time, if you have the Qualys product or a third-party integration installed,
delete all attachments on your integration data sources. You can find the attachments
by navigating to System Import Sets > Administration > Data Sources and searching by
integration. See Manage attachments for more information.
Features available from the ServiceNow Store:
Vulnerability Solution Management

Version 8.0: Automatically correlate the vulnerabilities in your environment with the solutions that
would remediate them. Identify the remediation actions that apply to your environment and
prioritize them by the greatest reduction in vulnerability risk. Available as a separate subscription
within Vulnerability Response, Vulnerability Solution Management contains solution integrations
such as the Microsoft Security Response Center Solution Integration.
Note:
Preferred Solutions in vulnerability, vulnerable item, and vulnerability group records are
derived from the Microsoft Security Response Center Solution Integration imports and not
third-party vulnerability integrations.
Tenable and some Common Vulnerability Exposure (CVE) vulnerabilities with long
summaries can cause excessive cell heights in the vulnerability list view on solution
records.
Risk Score calculator enhancements

Version 8.0: Configure your calculators with finer granularity. These calculators provide consistent
risk scores across all vulnerable items so you can effectively prioritize the vulnerabilities in your
environment.
The Default Risk Calculator and Vulnerability Severity calculators are shipped with the base
system.
Vulnerability Calculators have replaced Vulnerability Calculator Groups for calculating the base
Risk Score.

Remediation Owner Role

Version 8.0: Automatically receive access to vulnerability entries and solutions assigned to you
or your group using the sn_vul.remediation_owner role. By default, the itil role contains the
sn_vul.remediation_owner role.
Version 8.0: Access the VR application on your Now Platform instance directly from your mobile
device with the Vulnerability Response mobile app.
• View vulnerability groups. You can view and update your vulnerability groups to drive the
vulnerability group through its remediation process.
• Notifications: You can set up your mobile device to receive notifications about your most
current business-critical vulnerability items. You can view and edit the related vulnerability
group assigned to you or your team directly from the notification.
New in existing integrations

Rapid7 Vulnerability Integration
Tenable for Vulnerability Response v2.0
Version 8.0
• When Tenable for Vulnerability Response v2.0 vulnerabilities are imported before their
corresponding NVD entries, those vulnerabilities are not associated with the NVD
vulnerabilities later. Ensure that NVD imports are up-to-date, and periodically re-import the full
Tenable Knowledge Base (KB).
• Tenable for Vulnerability Response does not currently support Normalized severity.
• Tenable for Vulnerability Response does not populate exploit fields on third-party
vulnerabilities.
New integrations
Microsoft Security Response Center Solution Integration
Version 8.0:Microsoft Security Response Center Solution Integration imports solution data for
known vulnerabilities and creates relationships with vulnerable items and vulnerability groups. This
integration is part of Vulnerability Solution Management.
Quick start tests for Vulnerability Response

Version 8.0: Validate the continued functionality of Vulnerability Response after any
configuration change such as an upgrade or after developing an application. All test suites and
tests should pass on a default implementation. To validate a custom implementation, copy the
automated tests and configure them for your customizations.
NVD JSON integration

Version 8.0: To support the anticipated switch from XML to JSON by the National Vulnerabilities
Database (NVD), NVD data feeds have been updated to use JSON.
Note: By default, all data feeds for NVD Auto-update are disabled. To enable the feeds
that you want, see Configure the scheduled job for updating NVD records.
Configuration additions to Setup Assistant

Version 8.0: Added configuration for Assignment Rules and Vulnerability Solution Management.
CI Lookup Rule used for the CI appears on Discovered Item records

Version 8.0: Added the CI matching rule field to the Discovered Items form to make it easier to
identify potential matching issues.
Integration changes
Vulnerability Calculator Groups have been renamed Vulnerability Calculators and the group
module no longer exists.
Activate the Vulnerability Response Dependencies plugin (com.snc.vul_dep). Download and

install Vulnerability Response from the ServiceNow Store and configure this application based on
the needs of your organization using Setup Assistant. This application is available as a separate
subscription.
ServiceNow Agent (Fulfiller) mobile app

Version 8.0: The ServiceNow®Agent (Fulfiller) mobile app is required to access the Vulnerability
Response mobile app on your device. The ServiceNow Agent (Fulfiller) mobile app is available
on the Apple iOS App Store or the Google Play Store. Download the ServiceNow Agent (Fulfiller)
mobile app on your mobile device and use it to log in to a Now Platform instance.
Vulnerability Response mobile app
Version 8.0: The Vulnerability Response Mobile app is required on your Now Platform instance.
Download the Vulnerability Response Mobile app along with its dependencies from the
ServiceNow Store.
Note: The Vulnerability Response core application is required on your Now Platform
instance so that you can view and edit vulnerability groups and vulnerable items on your
mobile device.
Vulnerability Response upgrade information

Vulnerability Response upgrade information for the New York releases.
• Upgrade from London information
• During an upgrade from London to New York (Vulnerability Response (VR) version 8.0), the
VR Setup Assistant module is overwritten with an incorrect URL.
When upgrading from Madrid Vulnerability Response v7.0 to Vulnerability Response v8.0
on the New York platform, or from London to New York VR version 8.0, a duplicate Setup
Assistant module appears.
See KB0749805 to remove the redundant module and fix the incorrect URL issue.
• Upgrade from before Madrid information

If you upgraded from a version of Vulnerability Response, before Madrid, your original
Overview page becomes the Overview (Legacy) module in the left navigation bar. If you
created a customized home page overview, the overview is overwritten by the new reports
dashboard. To access your customized home page, Create a new module for your customized
home page and add it to the Vulnerability Response application.
• Upgrades from Kingston and earlier
Unmatched configuration items (CIs) imported from Kingston or earlier versions of Qualys and
Rapid7 are transferred and listed in the Discovered Items module during upgrade. However,
these unmatched CIs cannot be reclassified using the Reclassify button. They must be
reclassified manually. See Manually reclassify unmatched configuration items from Discovered
Items for how to do that.
• Upgrades from before Kingston
• For releases prior to Kingston, during upgrade the Vulnerable Item table is reparented to
improve performance. If you have a large number of vulnerable items, the upgrade process
may take additional time. No special handling is needed, however, stop any Vulnerability
Response activities prior to upgrade and record your vulnerable item count.
• Once complete, verify that your pre- and post-upgrade vulnerable item counts
match. For more information on the impact of reparenting, see the Upgrade impact of
reparenting change in the Kingston release [KB0680550] article in the ServiceNow® HI
Knowledge Base. For information on the upgrade impact to existing instances, see the
Vulnerability Response: FAQ for Kingston Upgrade [KB0680543] article in the HI Knowledge
Base. This information does not apply if you upgrade from Kingston to this release. For
Kingston release information, see the Kingston Vulnerability Response release notes.
• If you are upgrading from Kingston, existing CI Identifier Rules are disabled by default, but
not removed. These rules appear in Security Operations > CMDB > CI Lookup Rules. To
reenable, open a rule and enter values for the Source and Source field fields, select the
Active check box, and click Submit.
Software Asset Management release notes

ServiceNow® Software Asset Management product enhancements and updates in the New York
release.
Revert customizations after installing Software Asset Management for the first time, or upgrading
from Software Asset Management Foundation plugin, for all features to function as intended.
The Revert Customizations module in Software Asset Management administration reverts
customizations of files related to Software Asset Management to base configuration that were
skipped during the installation or upgrade process. For more information, see Revert Software
Asset Management customizations.
Warning: If you upgrade to the Software Asset Management Professional

plugin (com.snc.samp) from the Software Asset Management plugin
(com.snc.software_asset_management), you cannot revert to the Software Asset
Management plugin(com.snc.software_asset_management).
For more upgrade information, see Software Asset Management upgrade information.

Saas License Manage SaaS license usage and cost

Manage license usage and cost. SaaS License Management integrates directly with your
Box, Dropbox, DocuSign, G Suite, Salesforce, and Zoom accounts. View usage information to
plan future license purchases. Reclaim licenses with minimal activity to stop paying for unused
software.
Import financial data to track and optimize software spending
Import your company’s financial transaction data to track, analyze, and take action on
software spending. Software Spend Detection automatically identifies transactions that are
software purchases. Streamline business processes and reduce costs by consolidating software
products with similar functionality. The Performance Analytics - Content Pack - Software
Asset Management Professional [com.snc.pa.samp] plugin adds the Overlapping Software
dashboard.
Manage SAP license compliance for users with indirect access from other business applications
Manage SAP license compliance for users with indirect access from third-party applications
to an SAP client. The SAP system collects activity data about your users and their transactions.
Use this information to gain insight by defining rules for user and activity data and to be notified
about potential indirect access.
Optimize SAP licenses based on user role authorization
Assign a more accurate named user type to your users based on the roles and functions they
perform in SAP to optimize your license. The ServiceNow platform performs an optimization
calculation by comparing the user’s actual SAP assigned roles with the roles in the Named
User Type definition. A downgrade option that can cover all the assigned roles of the user is
suggested.
Manage licenses for Microsoft Software Assurance
Manage license cost and renewals for your Microsoft Software Assurance (SA) licenses. Create
an entitlement to track your SA license software rights. During reconciliation, downgrade and
upgrade rights are used, which optimizes which licenses are used for your installed software.
More Microsoft volume licensing agreements are supported: Open License, Open Value,
Open Value Subscription, Select License, Select Plus, Enterprise, and Enterprise Subscription
Agreements.
Optimize Windows SQL Server license costs

Optimize your Windows SQL Server license cost with the new Per Core license. Per Core license
cores on both the physical server and the virtual cores that support virtual machines and
presents a cost-efficient model based on the number of rights used.
Manage Citrix User/Device licenses
Use the Citrix publisher pack to manage your user and device licenses. Get visibility into the Citrix
Per user and device licenses that you own and manage your license compliance. The Citrix
Publisher Overview dashboard has been enhanced to include usage information on user and
device licenses.
License calculators have been updated to account for third-party software that is delivered
using Citrix app virtualization. The license calculators are licensed based on potential access
instead of actual software usage.
Manage IBM ILMT/BigFix Inventory license compliance

Use the IBM License Metric Tool and BigFix Inventory integration to integrate your IBM servers
with the Now Platform®, create entitlements and software models, and determine your license
compliance by tracking your IBM products and components.
Once the connection with ILMT or BigFix Inventory is successful, historical data is retrieved for the
aggregated period set up in ILMT and BigFix Inventory. This data includes products, components,
editions, hosts, virtual machines, and license usage.
HR Onboarding: Improve new hire onboarding experience leveraging Asset Management
Automate the process for new hires to request IT assets, track and update the assets, and
minimize the risks of delays or missing assets. Improve the new-hire onboarding experience with
a base system workflow that automates the fulfillment process for IT hardware, software, and
consumable requests. The status of the IT asset is automatically updated as it moves through the
fulfillment process until it gets assigned to the requester.
Discover installed software using file signatures

Use File-based Discovery to identify software that runs on your UNIX and Windows servers and
devices, without the availability of registration information. File-based Discovery looks for files
based on attributes such as file name and size. File-based Discovery then compares these
discovered files with a set of rules from the Content library to identify installed software.
Manage compliance for software licenses under management
As you roll out Software Asset Management in phases, get an accurate picture of license
compliance on the set of software models which are under active management, that is, you
have completed set-up of these software models, discovered the software installs, and captured
all the licenses you own. Exclude from your license compliance reports any software models
which are still being worked on or are not being actively managed.
Get visibility to end-of-life and end-of-support software
Using end-of-support or end-of-life software, no longer supported by a publisher, exposes your
organization to the risk of security threats. Use the Software Model Lifecycle Report to get
visibility to end-of-life and end-of-support software. Use the information to mitigate risk to your
organization with remediation actions such as buying extended support, planning for software
upgrade, or software removal.
Quick start tests for Software Asset Management
to verify that Software Asset Management still works. If you customized Software Asset
Management, copy the quick start tests and configure them for your customizations. New quick
start tests for Software Asset Management include:
• SAM - Create Software Entitlement using Custom PPN
• SAM - Software Model Checks for SAP
• SAM - Software Model Checks for SaaS
• SAM - Validate Fields on SaaS Software Products
Citrix publisher pack
• Most software publishers (like Microsoft) require applications that are delivered via Citrix to
be licensed based on potential access from a user or a device instead of actual application
usage. License compliance reporting for software delivered through Citrix considers users and

devices with potential access to applications. See Software Asset Management upgrade
information for the manner in which this change has been handled.
• The Citrix discovery probe uses a discovery pattern that may misidentify a device as a Citrix
Delivery Controller. A change has been made to the pattern used by Citrix discovery probe to
address this issue.
• On the client access record form, a new field User/Device count replaces the total device
count field.
SAP publisher pack
• A new column, Is discovered is added to the Named User Type [samp_named_user_type]

table.
• The Named user types navigation menu is filtered to show records where the column Is
discovered equals true.
• The Named User Types form has a new related list, SAP roles, which is used to map named
user types to roles.
• The SAP Users form has two new related lists, SAP user activities and SAP web activities.
• The SAP System User [samp_sap_system_user] table has a new column, Optimized named
user type, which is visible in the default list view.
• The SAP dashboard has new widgets: Users for role-based optimization, Potential indirect users
from user activity, and Potential indirect users from transaction activity.
• A new Downloads menu item is added to the SAP module. Download the SAP ABAP code
directly from the ServiceNow instance.
• On the SAP connection, the UI action has been modified to test the SAP connection and the
version of the deployed ABAP code.
Label for Downgrades/Upgrades changed to Downgrade Rights

The label for the Downgrades/Upgrades related list on the Software Entitlement form has been
changed to Downgrade Rights.
Downgrade rights
• Downgrade rights can be deactivated on the Software Entitlement form. Deleting

downgrade rights is no longer supported.
• Downgrade rights support is added to the following calculators:
• Common: Per Core, Per Processor
• Microsoft: Per Core (with CAL), Per Core
Microsoft Publisher Pack

The Microsoft Per Core (with CAL) license is updated to consider unlimited virtualization for the
Windows Server Datacenter Edition deployed in clustered environments.
• The following charts are removed from Citrix Publisher Overview:

• Top 5 Products Installed: this chart is replaced by the Software Products in the Citrix Farms
chart.
• Application Usage Trend: this chart is removed because licensing is based on potential
access instead of actual usage.

• The Per Core (Physical Core) and Per Core (Virtual OSE) metrics are deprecated from the New
York release. Any existing entitlements using Per Core (Physical Core) and Per Core (Virtual OSE)
metrics are replaced with the Per Core metric. You may see a change in your reconciliation
results.
The Software Asset Management Professional (com.snc.samp) plugin requires a separate

subscription and must be activated by ServiceNow personnel. This plugin includes demo data.
Depending on your environment, you may choose to request one or more related plugins which
also must be activated by ServiceNow personnel. See Request Software Asset Management.
The Activate All Software Asset Management Professional plugin (com.sn_samp_master) loads the
following plugins in one step:
• Software Asset Management Professional(com.snc.samp) plugin
• SaaS License Management (com.sn_sam_saas) and SaaS License Management Integrations
(com.sn_sam_saas_int) plugin
• All publisher pack add-on plugins
For the Software Asset Management plugin (com.snc.software_asset_management) and

Software Asset Management Foundation plugin (com.snc.sams) features of Software Asset
Management, see ITSM Software Asset Management.
Software Asset Management upgrade information

Software Asset Management upgrade information for the New York release.
• Microsoft Software Assurance
• On the Software Entitlement form, there are new licensing types to support Microsoft
Software Assurance licenses.
• Microsoft Upgrade licenses are upgraded to Step-up licenses.
• Full licenses are upgraded to Perpetual.
• The License Duration field has been removed from the Software Entitlement form.
Any entitlements with the License Duration field set to Subscription are upgraded to a
subscription license type.
Note: These changes do not impact reconciliation or your license compliance

position.
There are no changes to the other publishers.

• Content-related upgrade information:
• Existing software models and entitlements are updated with downgrade rights content.
If you've already specified downgrade rights, deactivate any duplicate entries that may
occur.
• Existing software models are updated with the next version. Updated content doesn't
override a software model that's specified with the next version.
Note: Once you upgrade, you may see a change in your reconciliation results.
Downgrade rights that are added by Content on license entitlements are used to
evaluate the rights needed for compliance.

• When downgrade rights or next version is set, a new software model is created if one
doesn’t exist. This creation could result in duplicate software models because the Version
and Edition values on the existing software model are used to check if a software model
exists.
• Any existing entitlements with Per Core (Physical Core) and Per Core (Virtual OSE) license
metrics are upgraded to the new Per Core license metric.
Note: Once you upgrade, you may experience a change in your reconciliation
results. Rights are calculated for both Per Core (Physical Core) and Per Core (Virtual
OSE). The results display the option that results in the lowest number of rights needed.
• On the Software Entitlement form, the Agreement type None is no longer supported and
any agreements with this value are upgraded to the type Generic.
• Citrix Publisher pack

• Software that's delivered through Citrix XenApp and XenDesktop is licensed based on
potential access rather than actual usage. During the upgrade, all existing installations for
software delivered through Citrix are deleted. However, the referenced Discovery models
are not deleted. On the next execution of discovery, after the upgrade, all the installations
based on potential access are created and associated to the existing ServiceNow®
Discovery models. Discovery must be executed within three weeks of the upgrade.
Note: If Discovery isn't run during the three-week time frame, an existing scheduled
job deletes any orphan Discovery models without installation records. Recreating
these Discovery models causes unnecessary rework.
• SAP publisher pack

• Download the latest SAP ABAP code from the Downloads menu under the SAP Compliance
and Optimization module. ABAP code deployed in an SAP environment should be
compatible with the ServiceNow release.
• A new field, License under management, has been added to software models, which
indicates whether the software model is included in the Software Asset Management license
compliance reports. This field value is set to true for all upgraded software models; this value
doesn't impact compliance reports.
• To unlock the new SaaS License Management features, enable the following new plugins:
• SaaS License Management (included with the Master plugin)
• SaaS License Management Integrations (included with the Master plugin)
• Spend Detection (you must first get the Software Spend Detection SKU at no additional cost,
before you request this plugin in ServiceNow® HI)
• In-flight transfer orders created for fulfillment of IT equipment requests, created as part of
the HR Onboarding flow, are upgraded to include the fulfillment tasks - Ready for fulfillment,
Prepare for shipment, Ship, Receive, and Deliver. Tasks completed before the upgrade for
the transfer order line to reach that stage are closed. For example, if a transfer order line is in
Shipment Preparation stage, then the tasks for Ready for fulfillment and Prepare for shipment
are closed. These tasks would have been completed before the upgrade.
Note: Once you upgrade, you see that new open fulfillment tasks appear in the transfer
order. Close these tasks to move the transfer order through the fulfillment process.

Release notes summaries for New York features

Consolidated release notes information for new and updated New York features.
Learn about specific themes for multiple New York products
In the New York family, ServiceNow® features and products were introduced or updated. Every
new or updated feature and product has its own individual release notes topic, which includes
information such as upgrade tasks, new features, changed features, browser requirements, and
other specifications. These product-specific release notes are listed in Features and changes by
product.
To help users look over different classes of information at a glance, each release notes section
has its own summary topic. For example, the Browser requirements for all New York features and
products aggregates all browser requirements for features that were introduced or updated in
New York.
Upgrade information for all New York features and products

Cumulative release notes summary on upgrade information for New York features and products.
Upgrade and migration information
Before you upgrade to New York, review the upgrade information for any products you may have.
Some products require you to complete specific tasks before you upgrade.
Application or feature Details
Advanced Work If you are using Connect Support and want to move to Advanced Work
Assignment Assignment and Agent Chat, see Migrate from Connect Support to
Advanced Work Assignment and Agent Chat.
Agent Workspace For the New York release, you can use the Declarative Actions framework
to exclude New UI actions, instead of adding tables to the New Button List
Exclusions [sys_aw_crud_exclusions] table. A migration script runs when
you upgrade your instance, so any tables in the New Button List Exclusions
[sys_aw_crud_exclusions] table migrate to the new framework. If you want
to exclude additional tables, use the Action Assignment module.
If your instance partially upgrades from the Madrid release to the New York
release, your instance runs Agent Workspace on the Madrid release.
Antivirus Scanning Antivirus Scanning scans all the document types that are supported by the
Now Platform® in New York. Some attachments might be unavailable for
downloading if the security scan fails, or if the attachment is vulnerable.

Asset Management • In-flight transfer orders created to fulfill IT equipment requests are
upgraded to include the following fulfillment tasks: Ready for fulfillment,
Prepare for shipment, Ship, Receive, and Deliver. These in-flight transfer
orders are created as part of the HR Onboarding flow. Stages of the
fulfillment tasks that were completed before the transfer orders were
upgraded are closed. For example, if a transfer order line is in the
Shipment Preparation stage, then the Ready for fulfillment and Prepare
for shipment stages are closed because the tasks were completed
before the upgrade.
Note: Once you upgrade, you see that new open fulfillment
tasks appear in the transfer order. Close these tasks to move the
transfer order through the fulfillment process.
Authentication If you are upgrading an instance that uses the Multi-SSO plugin for SAML,
you should contact ServiceNow Customer Support for guidance before
you upgrade.
Automated Test Copy and customize ServiceNow platform-provided quick start tests
Framework to validate that your instance works after you make any configuration
changes. For example, if you apply an upgrade or develop an application.
Cloud Management • Upgrade from any version of Cloud Management version 2 (starting in
the Kingston release) is supported.
• Catalog items created from cloud-native templates in releases prior
to the Madrid release are treated as blueprint-based catalog items.
As a result, you cannot modify the underlying template. There is no
workaround.
Configuration For pre-existing duplicate CIs, the master CI is unknown. The discovery
Management data source is also unknown because the discovery_source attribute
Database (CMDB) was set to ‘Duplicate’. After the upgrade, the duplicate_of attribute for
those duplicate CIs is set to ‘Unknown’ and the discovery_source attribute
remains ‘Duplicate’.
After the upgrade, some pre-existing identification inclusion rules that are
configured for the duplicate metric, might conflict with newly created
health inclusion rules for the duplicate metric. After the upgrade, create
new corresponding health inclusion rules to replace any pre-existing
identification inclusion rules that you used exclusively with the CMDB Health
dashboards.
Dashboards Responsive dashboards enabled by default on upgrade to New York

Responsive dashboards are now enabled automatically upon upgrade
to New York. Responsive dashboards have a more intuitive interface and
are easier to share and edit than non-responsive dashboards. For more
information, see the following topics:
• Differences between homepages and responsive and non-responsive
dashboards
If your instance requires non-responsive dashboard functionality, you can

disable responsive dashboards.

Discovery During upgrade to the New York release, the April 2019 (1.0.39) release
of Discovery and Service Mapping Patterns is automatically installed for
Discovery customers.
Important: It may make the upgrade time longer depending

on your CMDB size. To decrease the upgrade time, install the
Discovery and Service Mapping Patterns from ServiceNow Store
before upgrading to the New York release.
The process of upgrading from Madrid to New York deactivates all

Discovery schedules for cloud resources (VM). Schedules deactivated
during the upgrade appear in the list view of the Discovery Schedule
[discovery_schedule] table with a Run status of undefined. These schedules
cannot be used to discover cloud resources either when run immediately
or on the day and time configured. After upgrade, open your cloud
schedules in the Discovery Manager and re-activate them.
Event Management The upgrade process moves your instance to a new ServiceNow® release
version. Upgrading and patching your instance requires planning,
testing, and validation. To ensure a safe and effective upgrade, create
upgrade plans and test your upgrade on non-production instances before
Field Service When you upgrade your mobile application, you may have to migrate
Management customizations from earlier releases manually or using ServiceNow Studio.
The CMS portal plugin (com.snc.work_management.cms) is planned for
deprecation.
Flow Designer • During upgrade, a fix script converts the system

property com.snc.process_flow.reporting.enabled to
com.snc.process_flow.reporting.level. The former system property value
of false is converted to the new value of Off. The former system
property value true is converted to the new value Flows Actions
and Steps.
• Record-based flows created before the Madrid release continue to run
as the System user after upgrade. To change how upgraded flows run,
edit the flow properties. By default, new flows you create run as the user
who triggers the flow.
• Flows created before the Madrid release that use the Always trigger
option instead use the Only if not currently running trigger option after
upgrade. To change when upgraded flows run, edit the flow trigger
options.
ITOM Health The upgrade process moves your instance to a new ServiceNow® release

Knowledge The Knowledge Management Service Portal plugin

Management (com.snc.knowledge_serviceportal) is active by default for new or upgrade
customers.
The Knowledge Management Core plugin (com.glideapp.knowledge) is
active by default for new or upgrade customers.
The Knowledge Management with KCS plugin
(com.glideapp.knowledge2) is planned for deprecation. This plugin
contains Knowledge Management V2 features only. KCS features are not
being deprecated and are available in Knowledge Management V3 or
Service Portal.
MID Server The auto-upgrade process for MID Servers in New York has changed. The
MID Server no longer receives its upgrade through the instance, as it did
in previous releases. All MID Server host machines now require access to
the download site at install.service-now.com to enable auto-
upgrades. For additional details about how MID Server upgrades are
managed and where to look for errors, see MID Server upgrade.
In the New York release, only one Windows MID Server service is permitted
per executable path. Upgraded Windows MID Servers that have multiple
services pointing to the same installation folder are prevented from starting.
See MID Server fails to start for more information.
• MID Server pre-upgrade check: Describes how the AutoUpgrade
monitor tests the MID Server's ability to upgrade on your system before
the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your MID
Servers manually.
Mobile platform During the upgrade to the New York release, the instance is updated to use
the new mobile hierarchy, which includes new features such as application
launchers and a configurable navigation bar. Any unmodified base system
mobile applications that are installed on your instance are automatically
updated to work with the new design and can be used with Studio right
away. For more details on the mobile hierarchy, see ServiceNow mobile
app configuration.
Modified base system applications and applications that you have created
in Studio will continue to work after the upgrade, but they will not be
configurable in Studio until after you run the mobile migration script. For
additional details on the migration script, see Migration from Madrid to New
York mobile.

Operational Intelligence After you upgrade all the Operational Intelligence ServiceNow® MID
Servers in the MID Server distributed cluster to New York, restart the MID
Servers in the cluster:
2. Wait for all the MID Servers in the MID Server distributed cluster to be
stopped.
3. Start all the Operational Intelligence MID Servers, one MID Server at a
time.
Some data might be lost between the time that the MID Servers upgrade
starts and until the completion of the MID Servers restart after upgrade. If
you are using connectors, then you can minimize this data loss by disabling
the metric connectors before starting the upgrade. After the upgrade
completes:
1. Set the max_fetch_interval_min parameter to the time length that the
connectors were down.
Password Reset • The Password Reset application is a platform feature and is upgraded
by default.
• The new Password Reset Spoke plugin [com.sn.password_reset.ah] is
activated by default.
• The Password Reset application is not available during the upgrade
process.
• If you are using the Local ServiceNow credential store: For new
installations and updates to instances that are not domain-separated
and where Password Reset workflows have not been modified: The
instance will use IntegrationHub subflows to perform Password Reset
operations. The Password Reset workflows that were used in earlier
releases are no longer used.
• If you are using an Active Directory (AD) credential store: For new
installations and updates to instances where:
The instance will use IntegrationHub subflows to perform Password Reset

• For updates to instances where Password Reset workflows have been
modified or where the instance is domain-separated, IntegrationHub
subflows are not implemented. Password Reset operations continue
to use workflows by default. To implement IntegrationHub subflows to
4. Modify the subflows as needed. See Create IntegrationHub
subflows to customize password reset processes.

Predictive Intelligence The quick start tests for Predictive Intelligence are recommended for any
upgrades.
Problem Management If you are an existing customer who wants to use the sn_problem_read
or sn_problem_write roles, you need to perform some steps to view the
Problem modules. For more information, refer to Problem Management
upgrade information .
Project Portfolio • Ideas:

Management
Convert an idea directly to a story, epic, or project instead of just
creating a demand. Upon upgrade, the Create Task button enables
you to directly create a task from the idea or you can just click Accept.
After the upgrade, migrate from the legacy Ideas feature to the new
Idea portal. For more information, see Migrate from legacy Ideas to the
new Idea Portal .
If you are upgrading to New York, your existing projects are migrated as
follows:
• If there are only stories associated with the project, then existing
projects with the Null or Waterfall execution type are migrated to the
Agile execution type.
• If there are only tasks associated with the project, then existing
projects with the Null execution type are migrated to the Waterfall
execution type.
• If there are tasks and stories associated with the project, then existing
Hybrid execution type.
After the migration of existing projects upon upgrade, the related
lists and links on the Project form and widgets in the Analytics tab of
the Planning Console also change based on the updated project
execution type.
Security Incident If you are upgrading directly from the Jakarta or Kingston releases to
Response the New York release (skipping the London release), navigate to System
Definition > Fix Scripts, and run the Update integrations to multi domain
fix script. Run this script to enable certain integrations to define multiple
configurations.
Service Level After you upgrade, you can activate the Service Portfolio Management
Management SLA Commitments plugin (com.snc.service_portfolio.sla_commitment) to
use the Service Commitment flag in the SLA Definition record. With this flag,
you can differentiate between an SLA definition tied to a Service Offering
commitment and an SLA definition that is not tied to a Service Offering
commitment.
Service Mapping During upgrade to the New York release, the April 2019 (1.0.39) release


Service Portal • By creating an Agent Chat portal configuration, your end users can
initiate and maintain an Agent Chat conversation in any portal page.
This feature replaces the Virtual Agent Service Portal widget. If your
portal includes this widget, remove Virtual Agent Service Portal widget
instances and configure Agent Chat support for a portal instead. See
Configure Agent Chat in Service Portal.
• The Now Platform collects search data and analytics that generate
search suggestions. If you are upgrading from a previous release, the
search analytics do not contain any data yet. To immediately provide
suggestions to your users, you can populate the search suggestions
using data from either the Text Searches [text_search] table or the
Service Portal Log Entries [sp_log] table. For more information, see
Populate search suggestions in Service Portal.
• If you have custom search widgets, they do not automatically collect
search data and analytics to generate suggestions. To benefit from
this new feature, you can either migrate search to use the base system
Faceted Search widget, or configure your search widget to collect
search data using the GlideSPSearchAnalytics API. For API reference,
see GlideSPSearchAnalytics. For more information about the Now
Platform search analytics and suggestions feature, see Search analytics
and suggestions.
• Take advantage of the latest article view features such as including links
and images in article feedback and article versioning by activating the
Knowledge Article View page route map. This map routes the kb_article
page to the kb_article_view page. See Page route maps.
Service Portfolio If you are an existing Service Portfolio Management user on a release prior
Management to New York, you are using the legacy application. Upgrading to New York
retains your Service Portfolio Management legacy data, while adding new
features and functionality.
If you want to access all available Service Portfolio Management features
and functionality, consult your service manager to migrate to the Service
Owner Workspace application.
Software Asset Revert customizations after installing Software Asset Management

Management for the first time, or upgrading from Software Asset Management
Foundation plugin, for all features to function as intended. The Revert
Customizations module in Software Asset Management administration
reverts customizations of files related to Software Asset Management to
base configuration that were skipped during the installation or upgrade
process. For more information, see Revert Software Asset Management
customizations.
Warning: If you upgrade to the Software Asset Management

Professional plugin (com.snc.samp) from the Software Asset
Management plugin (com.snc.software_asset_management),
you cannot revert to the Software Asset Management
plugin(com.snc.software_asset_management).
For more upgrade information, see Software Asset Management upgrade

information.
Time Card When you upgrade to the New York release, enable the State field of the
Time Card [time_card] table for auditing time card activities. You can view
these activities in the Activities section of the Time Card and Time Sheet
forms. For more information, see Include a table field in auditing.

Virtual Agent • Migrating Virtual Agent topics: Conversation topics created in the
Madrid release are fully supported in this release and do not change
during upgrade. After upgrade, you can continue to develop and use
keyword-based topics as in previous releases.
Or, you can enable new features, such as applying a Natural Language
Understanding (NLU) model to your Virtual Agent conversations. NLU
models provide your virtual agent with the information it needs to
understand and process user statements in a conversation. The CSM, HR
Service Delivery, and ITSM applications provide prebuilt ServiceNow NLU
models, along with predefined conversation topics. To learn more, see
Get Started with NLU in Virtual Agent.
• Defining a Service Portal Agent Chat Configuration: After upgrading, if
you define a Service Portal Agent Chat configuration, you must remove
any previously installed Virtual Agent Service Portal widgets from portal
pages.
The Service Portal Agent Chat configuration enables users to run Virtual
Agent and Live Agent on all pages of selected service portals. This
means you no longer need to retain the legacy Virtual Agent Service
Portal widget on individual portal pages.

Vulnerability Response If you are upgrading from a previous version of Vulnerability Response, you
can begin using the Vulnerability Response new features immediately. All
updates to Vulnerability Response are only available in the ServiceNow®
Store.
If you've previously installed Vulnerability Response, you don't need to
install the Dependencies (com.snc.vul_dep) plugin prior to installing the
Vulnerability Response update.
For detailed information on upgrade from Kingston or London to
Vulnerability Response, see Vulnerability Response upgrade information.
Application administration is not enabled, by default, in Vulnerability
Response for upgrades. If you add custom tables that rely on inherited
ACLs, you must recreate the ACLs in that custom table. If you add custom
roles or custom ACLs, and you enable Application administration, retest
those roles and ACLs after upgrading. Ensure that the assignable by
attribute on the roles is set correctly to enable access to application
administration.
Note:

Prior to London v6.2 or Kingston v5.1, the Rapid7 Vulnerability Integration
used an identifier from the Rapid7 Nexpose data warehouse that was
not unique across multiple data warehouses. Starting with London
v6.2 and Kingston v5.1, the nexpose_id, which is globally consistent,
replaced it.
If you have an existing Rapid7 Vulnerability Integration version earlier
than London v6.2 or Kingston v5.1, and you upgrade to the latest
Rapid7 Vulnerability Integration version, you may get a "Import relies
on nexpose_id" error. In that case, you need to update the SQL query
sent to your Rapid7 Nexpose data warehouse with the nexpose_id.
Without it, various features of Vulnerability Response and Rapid7
Vulnerability Integration will not work properly. See KB0751331 to add the
nexpose_id to the SQL import query.
Note: This is true for a Rapid7 Nexpose data warehouse

upgrade or to migrate from the Rapid7 Nexpose data
warehouse to Rapid7 InsightVM.
To reduce upgrade time, if you have the Qualys product or a third-party
integration installed, delete all attachments on your integration data
sources. You can find the attachments by navigating to System Import
Sets > Administration > Data Sources and searching by integration. See
Manage attachments for more information.
New features and products in New York

Cumulative release notes summary on new New York features and products.

New features
New products were introduced in New York, and additional features were added to existing
ServiceNow products.

API New scoped classes and additional methods to existing scoped classes
Class Methods
CatItem canViewInDomain()
DecisionTableAPI getAll(), getDecisionTable(),
getInputs(), getQuestions(),
getAnswers(), getDecision(),
getDecisions()
DynamicTranslation getDetectedLanguage(),
getTranslation(), isEnabled()
FlowAPI executeFlowQuick(),
executeSubflowQuick(),
executeActionQuick(),
startFlowQuick(),
startSubflowQuick(),
startActionQuick()
GlideCalendarDateTime add(), addDaysLocalTime(),
addDaysUTC(), addMonthsLocalTime(),
addMonthsUTC(), addSeconds(),
addWeeksLocalTime(),
addWeeksUTC(), addYearsLocalTime(),
addYearsUTC(), after(),
before(), compareTo(), equals(),
getDate(), getDayOfMonthUTC(),
getDayOfWeekLocalTime(),
getDayOfWeekUTC(),
getDaysInMonthLocalTime(),
getDaysInMonthUTC(),
getDisplayValue(),
getDisplayValueInternal(),
getDSTOffset(), getErrorMsg(),
getFloatValue(),
getInternalFormattedLocalTime(),
getLocalDate(), getLocalTime(),
getMonthLocalTime(),
getMonthUTC(), getNumericValue(),
getTime(), getTZOffset(),
getUserFormattedLocalTime(),
getValue(),
getWeekOfYearLocalTime(),
getWeekOfYearUTC(),
getYearLocalTime(),
getYearUTC(), GlideDateTime(),
hasDate(), isDST(), isValid(),
onOrAfter(), onOrBefore(),
setDayOfMonthLocalTime(),
setDayOfMonthUTC(),
setDisplayValue(),
setDisplayValueInternal(),
setGlideDateTime(),
setMonthLocalTime(), setMonthUTC(),
setValue(), setValueUTC(),
setYearLocalTime(), setYearUTC(),
subtract(), toString()
GlideElementDescriptor isMandatory
GlideExcelParser getTableInfo()
© 2019 ServiceNow, Inc. All rights reserved. GlideSPSearchAnalytics publish()
and/or other countries. Other company names, product names,hr_ActivitySet createLECaseByService() ,
and logos may be trademarks of the respective companies with which they are associated. 168
hasActiveCaseByService()
Vulnerability Response Features available from the ServiceNow Store:
Vulnerability Solution Management

Version 8.0: Automatically correlate the vulnerabilities in your environment
with the solutions that would remediate them. Identify the remediation
actions that apply to your environment and prioritize them by the greatest
reduction in vulnerability risk. Available as a separate subscription within
Vulnerability Response, Vulnerability Solution Management contains
solution integrations such as the Microsoft Security Response Center
Solution Integration.
Note:
Preferred Solutions in vulnerability, vulnerable item, and
vulnerability group records are derived from the Microsoft Security
Response Center Solution Integration imports and not third-party
vulnerability integrations.
Tenable and some Common Vulnerability Exposure (CVE)
vulnerabilities with long summaries can cause excessive cell
heights in the vulnerability list view on solution records.
Risk Score calculator enhancements

Version 8.0: Configure your calculators with finer granularity. These
calculators provide consistent risk scores across all vulnerable items so you
can effectively prioritize the vulnerabilities in your environment.
The Default Risk Calculator and Vulnerability Severity calculators are
shipped with the base system.
Vulnerability Calculators have replaced Vulnerability Calculator Groups
for calculating the base Risk Score.
Remediation Owner Role

Version 8.0: Automatically receive access to vulnerability
entries and solutions assigned to you or your group using the
sn_vul.remediation_owner role. By default, the itil role contains the
sn_vul.remediation_owner role.
Version 8.0: Access the VR application on your Now Platform instance
directly from your mobile device with the Vulnerability Response mobile
app.
• View vulnerability groups. You can view and update your vulnerability
groups to drive the vulnerability group through its remediation process.
• Notifications: You can set up your mobile device to receive
notifications about your most current business-critical vulnerability
items. You can view and edit the related vulnerability group assigned
to you or your team directly from the notification.
New in existing integrations

Rapid7 Vulnerability Integration
Tenable for Vulnerability Response v2.0
Version 8.0
• When Tenable for Vulnerability Response v2.0 vulnerabilities are
imported before their corresponding NVD entries, those vulnerabilities
are not associated with the NVD vulnerabilities later. Ensure that NVD
imports are up-to-date, and periodically re-import the full Tenable
Knowledge Base (KB).
• Tenable for Vulnerability Response does not currently support
Normalized
and/or other countries. Other company names, product names, and severity.
logos may be trademarks of the respective companies with which they are associated. 169
• Tenable for Vulnerability Response does not populate exploit fields on
Changes to New York features and products

Cumulative release notes summary on changes to New York features and products.
Changed features
Existing ServiceNow products were updated and changed in New York. This includes the
renaming of certain buttons or features.

API Changed client classes

openFrameAPI - Client openServiceNowForm()
Changed scoped classes

hr_ActivityUtils createCaseFromProducer()
GlideRecord addQuery(), addEncodedQuery()
Linting using ESLint

Provide linting capabilities using ESLint. Modify or view default linting
configurations by accessing the glide.ui.syntax_editor.linter.eslint_config
property in the System Property [sys_properties] table.
Advanced Work Monitor work items with multiple Performance Analytics dashboards
Assignment
Let your managers monitor agent conversations and tasks so that their
agents can better support requests. Previously, managers could track
chat and case work items on a single Performance Analytics dashboard.
Now your managers can monitor work items that are routed through
any one of your service channels — on two different dashboards. One
dashboard contains data for Task [task] work items and the other contains
data for Interaction [interaction] work items.
Set the maximum wait time for chat queues
Help your agents fulfill requests more efficiently by setting the maximum
amount of time that an agent has to accept or reject a chat request.
When the time runs out, the requester receives a message saying that no
agent is available to chat.
Track work item queues according to their record numbers
Reference a work item queue more precisely by referring to its number.
Previously, queue records were not numbered, but now queue records
have numbers that start with QUE. You can search for queues by their
number, and agents can transfer conversations to another queue when
they type /tq "<queue_number>" in Agent Workspace chat. For more
information on inserting slash commands in agent conversations, see
Quick actions in Agent Workspace chat.
Agent Workspace Combine Agent Assist with Predictive Intelligence in the contextual
sidebar
Agent Assist and Predictive Intelligence now merge into one component,
which makes it easier for agents to find information to resolve incidents
and cases. These components use machine learning and similarity trend
recognition to identify the most relevant major incidents, incidents,
problems, changes, cases, knowledge articles, catalog items, or
community content.
Preview image attachments
You can preview an image attachment before downloading from the
Agent Workspace Activity Stream or from the attachment section in the
contextual side panel.
© 2019 ServiceNow, Inc. All rights reserved. Enable rich text editing for journal input field entries in the Agent
Workspace Activity Stream
Agents can copy and paste images inline and format text using the HTML
Removed features and products in New York

Cumulative release notes summary on features that were removed from New York features and
products.
Removed features
Some features were removed as part of New York product updates.

Agile Development 2.0 From the Agile Development application navigator, removed the:
• Planning menu option. For release planning, use the Backlog Planning
tab on the Agile Board.
• Daily Stand Up Boards menu option. Track the progress of your scrum
tasks in the Task Board view on the Sprint Tracking tab.
• Backlog and Release Backlog menu options. Create a personalized
backlog using the Personal backlogs menu option.
Cloud Management • Because the Cloud Management application uses an improved

discovery process, you no longer perform discovery on an entire cloud
account. Instead, in the Cloud Admin Portal, you schedule discovery
for each service account. See Schedule discovery of all resources in a
service account.
Contextual Search • In the Table configurations form, the When to display section does not
appear when the UI type is Workspace. The message Agent Assist
Display Condition has been moved to Declarative
Action Assignments appears.
• Recommendation is no longer included in the list of additional
resources.
Facilities Service Space management, facilities move management, and interactive facility
Management maps are no longer available for new customers. ServiceNow still supports
these features for existing customers.
Financial Management The following functionalities are no longer available unless you have an
ITBM Analyst license:
• Create, clone, or download cost models.
• Ability to modify cost model segment hierarchy.
• Financial Charging application.
Flow Designer The com.snc.process_flow.reporting.level system property replaces the

com.snc.process_flow.reporting.enabled system property. A fix script
converts this property and its values during upgrade.
Mobile platform • Folders are no longer used to organize applets. You can now use
applets in Application Launcher pages.
Notifications The glide.ui.email_client.attach_to_email_record_until_sent system

property, which controls how attachments are handled in email client, is
deprecated. As of the New York release, you can configure attachment
handling in the Email Client Configuration module.

On-Call Scheduling The older on-call creation wizard was replaced by a more robust wizard
that you can use to create, edit, and maintain on-call schedules.
Performance Analytics On interactive breakdown dashboards, the dropdown list that allows you
to select only one breakdown element is removed on upgrade. This list is
replaced with a new menu that allows multiple elements to be selected.
For more information, see the "New in the New York release" section.
Project Portfolio Project Management: The Original Start Date and Original End Date fields
Management are not displayed by default on the Project form.
Service Level The Service Offering SLA Definition type that appears while creating an
Management SLA definition is removed. Only a single service commitment SLA type is
available to provide a better experience.
Software Asset • The following charts are removed from Citrix Publisher Overview:
Management
• Top 5 Products Installed: this chart is replaced by the Software
Products in the Citrix Farms chart.
• Application Usage Trend: this chart is removed because licensing is
based on potential access instead of actual usage.
• The Per Core (Physical Core) and Per Core (Virtual OSE) metrics are
deprecated from the New York release. Any existing entitlements
using Per Core (Physical Core) and Per Core (Virtual OSE) metrics are
replaced with the Per Core metric. You may see a change in your
reconciliation results.
Vulnerability Response Vulnerability Calculator Groups have been renamed Vulnerability

Calculators and the group module no longer exists.
Activation information for all New York features and products

Cumulative release notes summary on activation information for New York features and products.
Some products and features require specific subscriptions, roles, or licenses. Other features are
part of the Now Platform® and are active by default.

API These APIs are available by default:

• CatItem API: Service Catalog is a Now Platform feature that is active by
default.
• DecisionTableAPI: Decision Tables is a Now Platform feature that is
active by default.
• Flow Designer APIs: Flow Designer is a Now Platform feature that is active
by default.
• GlideCalandarDateTime API: Business calendar is a Now Platform
feature that is active by default.
• GlideElementDescriptor API: GlideElement is a Now Platform feature
that is active by default.
• GlideExcelParser API: GlideExcelParser is a Now Platform feature that is
active by default.
• GlideForm API: GlideForm is a Now Platform feature that is active by
default.
• GlideSPSearchAnalytics, spContextManager APIs: Service Portal is a
Now Platform feature that is active by default.
• Guided Tours API: Guided Tour Designer is a Now Platform feature that is
active by default.
• MobileDeepLinkGenerator: ServiceNow® mobile is a Now Platform
feature that is active by default.
These APIs require plugin activation:

• Change Management APIs: This API requires the Change Management
(com.snc.change_management) plugin to be activated and requires a
• DSCScriptableAPI: This API requires the Domain Support — Domain
Extension Installer plugin (com.glide.domain.msp_extensions.installer) to
be activated.
• Dynamic Translation API: This API requires the Dynamic Translation plugin
(com.glide.dynamic_translation) to be activated.
• GlideAgentWorkspace API: This API requires the Agent Workspace
(com.agent-workspace) plugin to be activated.
• hr_ActivitySet and hr_ActivityUtils APIs: These APIs require the HR
Lifecycle Events Case plugin (com.sn_hr_lifecycle_events) to be
activated.
• hr_Utils API: This API requires the Human Resources scoped app Core
plugin (com.sn_hr_core) to be activated.
• MLPredictor, MLSolutionResult APIs: These APIs require the Predictive
Intelligence plugin (com.glide.platform_ml) to be activated.
• NotifyConferenceUtils, NotifyOnTaskClient, and SMSPreferenceHandler
APIs: These APIs require the Notify plugin (com.snc.notify) to be
activated and requires a separate subscription.
• Open NLU Resource APIs: These APIs require the Virtual Agent plugin
(com.glide.cs.chatbot) to be activated.
• openFrameAPI: This API requires the OpenFrame plugin
(com.sn_openframe) to be activated.
• ResponseTemplate API: Active response templates
(com.sn_templated_snip) requires a separate subscription.
• SkillDeterminationUtils API: This API requires the Skill Determination plugin
(com.snc.skill_determination) to be activated.
• Text search APIs: Zing text search is a Now Platform feature that is active
by default.
• Transformer, TransformerDefinition, TransformerRuleList APIs: These APIs
require the Transformation Service plugin (com.glide.transform) to be
activated.
• UserSkillAnalyzer, UserSkillRanking APIs: These APIs require the Skills
Management plugin (com.snc.skills_management) to be activated.
® trademarks of the respective companies with which they are associated.
Now
and/or other countries. Other company names, product names, andPlatform
logos may be feature active by default. 174
Advanced Work Advanced Work Assignment requires activation of the Advanced Work
Assignment Assignment plugin and related AWA plugins that enable AWA service
channels.
Agent Workspace Now Platform® feature - active by default.

To activate quick actions, including response templates, activate the
Agent Chat (com.glide.interaction.awa) plugin.
Agile Development 2.0 Activate the Agile Development 2.0 plugin (com.snc.sdlc.agile.2.0) if you
have the admin role.
Antivirus Scanning Now Platform feature is active by default.
Application Portfolio Activate the Application Portfolio Management (com.snc.apm) plugin if

Management you have the admin role.
Application and plugin Now Platform feature active by default.

management
Assessments and Now Platform® feature - active by default.

Surveys
Asset Management Active by default.
Authentication Now Platform® feature active by default.
Automated Test Now Platform feature - active by default.

Framework
Note: By default, the system property that is used to run
automated tests is disabled to prevent you from accidentally
running these tests on a production system. To avoid data
corruption or an outage, run tests only on development, test, and
other non-production instances. See Enable or disable executing
Automated Test Framework tests.
To use the quick start tests for an application, activate the plugin that
is associated with the application. See Available quick start tests by
application or feature for plugin requirements.
Benchmarks You must opt in to Benchmarks to participate in Benchmarks data

collection. However, you can opt out at any time.
Cloud Management The Cloud Management (com.snc.cloud.mgmt) plugin requires a separate

subscription. You must request activation from ServiceNow personnel.
Coaching The Coaching (com.sn_coaching) plugin 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
Coaching application is available with the ITSM Professional subscription
only. Please contact your account manager for more information.

Communities Communities is only available for customers who are licensed for Customer
Service Management. To activate Communities, activate the Customer
Communities plugin (com.sn_customer_communities).
To implement knowledge harvesting, activate the Knowledge
Management Service Portal plugin (com.snc.knowledge_serviceportal).
To use the Communities dashboard, activate the Performance Analytics —
Content Pack — plugin (com.snc.pa.communities).
Configuration • Now Platform® feature active by default — Configuration Management

Management (CMDB) (com.snc.cmdb).
Database (CMDB) • Now Platform® feature active by default — CMDB Workspace plugin
(com.cmdb-workspace).
• Optionally, to use the Configuration Management Database
(CMDB) quick start tests, activate the CMDB - ATF Tests plugin
(com.snc.cmdb.atf) plugin.
Connect 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.
Content Management You must request the Content Management System (CMS) application
System from ServiceNow personnel. Instead of activating CMS, use Service Portal
for new development. Service Portal is an alternative to CMS with a refined
user experience, and is active by default in the base system. See Service
Portal and Content Management and Service Portal.
Contextual Search Now Platform feature is active by default.
Continual Improvement The Continual Improvement Management (com.sn_cim) plugin requires

Management 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 Continual Improvement Management application is
available with the ITSM Professional and CSM Professional subscription only.
Contact your account manager for more information.
Customer Service You can activate the Customer Service plugin (com.sn_customerservice)
Management if you have the admin role. This plugin includes demo data and activates
Dashboards Now Platform® feature active by default.
Data management Now Platform feature active by default.
Delegated Now Platform feature active by default.

development and
deployment
Discovery Discovery is available as a separate subscription from the rest of the Now
Platform® and requires the Discovery (com.snc.discovery) plugin.
Document Viewer To use the Document Viewer feature, activate the Document Viewer
(com.snc.documentviewer) plugin.
Dynamic Translation Activate the Dynamic Translation plugin (com.glide.dynamic_translation).

Facilities Service You can activate the Facilities Service Management plugin
Management (com.snc.facilities_service_automation) as a separate subscription. This
plugin manages facilities requests and enables users to report and track
requests by their location.
Note: The Facilities Move Management

(com.snc.facilities_service_automation.move)
and Facilities Visualization Workbench
(com.snc.facilities_service_automation.fvw) plugins are no longer
available for new customers.
Field Service The Field Service Management (com.snc.work_management) plugin is

Management available as a separate subscription. This plugin activates related plugins if
they are not already active.
Finance Close Install the Finance Close Automation application from ServiceNow Store
Automation applications. Visit the ServiceNow Store website to view all the available
apps and for information about submitting requests to the store.>
Financial Management Financial Management plugins such as Default Financial Management

Cost Models, Financial Charging, Financial Management Core,
and plugins related to Performance Analytics Solutions for Financial
Management are no longer available to be activated directly. If you want
to activate the Financial Modeling application, request the Financial
Management for SPM plugin (for licensed ITSM Professional users) or
Financial Management for APM plugin (for licensed APM users). Some of
the Financial Management features are limited if you activate it through
these plugins.
Activate the Test Management 2.0 plugin (com.snc.test_management.2.0)
if you've the admin role.
Flow Designer Now Platform® feature - active by default.
GRC Before you run any of the ServiceNow® Governance, Risk, and Compliance
(GRC) applications in your instance, you must download them from the
ServiceNow® Store.
Before you run any of the GRC applications in your instance, you must
download them from the ServiceNow® Store.
Governance, Risk, and Before you run any of the GRC applications in your instance, you must
Compliance download them from the ServiceNow® Store.
Guided Application Now Platform feature active by default.

Creator
Guided Tour Designer Active by default.
ITOM Health The subscription plugin is automatically activated when you activate the
Event Management and Operational Intelligence plugins.
ITOM Optimization ITOM Optimization uses the features of Cloud Management. Cloud
Management requires a specific plugin.

ITOM Visibility ITOM Visibility is available under subscription and requires ServiceNow
personnel to activate the Discovery and Service Mapping plugins.
The subscription plugin is automatically activated when you activate the
Discovery plugin.
ITSM Agent Workspace Activate the ITSM Workspace Landing Pages — Premium plugin
(com.snc.agent_workspace.itsm.landing_page_premium) to get the
premium landing page for ITSM Agent Workspace. Activation of the plugin
automatically activates the Agent Workspace (com.agent_workspace)
plugin and the Performance Analytics — Content Pack — ITSM Dashboards
plugin (com.snc.pa.itsm_dashboards).
ITSM Virtual Agent • Virtual Agent must be activated before you can use the ITSM Virtual
Agent chatbot topics.
• To activate this feature, request the Virtual Agent plugin
(com.glide.cs.chatbot) through the HI Customer Service system.
• You must have the admin role to activate the ITSM Virtual Agent
Conversations plugin (com.snc.itsm.virtualagent) to access the
predefined ITSM Virtual Agent topics.
Incident Introduced a new application (plugin), Collaboration Services for Task

Communications Communications Management (sn_tcm_collab_hook), which you
Management can install from the ServiceNow Store. The plugin provides ability to
communicate over Slack.
Incident Management • Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM
Roles — Incident Management plugin.
• Activate the Special Handling Notes plugin (com.sn_shn) to configure
the incident form layout to view special handling notes.
• Activate the KCS Integration for Incident Management plugin
(com.snc.incident.knowledge) for integration of Incident Management
with Advanced Knowledge Management features that enable you to
create known error articles easily from an incident.
Instance Data Instance Data Replication requires a separate subscription and activation
Replication by ServiceNow personnel.
Note: Instance Data Replication (IDR) is not available for

customers that are in Federal Data Centers.
IntegrationHub The ServiceNow IntegrationHub plugins require a separate subscription and

must be activated by ServiceNow personnel.
Internationalization and Internationalization is available with activation of the

localization I18N:Internationalization plugin. This plugin is activated when any specific
I18N language support plugin is activated, For details, see Activate a
language.
Investment Funding The Investment Funding plugin (com.snc.investment_planning) is new in

the New York release. If you have the admin role, you can activate the
Investment Funding plugin.
To integrate Investment Funding with PPM, you can activate the Investment
Funding for PPM plugin (com.snc.investment_planning_pmo).


customers.
Activate the Knowledge Management Advanced plugin
(com.snc.knowledge_advanced) to enable advanced features for
Knowledge Management. For more information on activating the plugin,
see Activate the Knowledge Management Advanced plugin.
Activate additional plugins that enable various Knowledge Management
features. For more information, see Additional plugins for Knowledge
Management.
MID Server Now Platform® feature active by default.
MetricBase MetricBase requires a separate subscription and activation by ServiceNow

personnel. For no extra charge, request the MetricBase demo plugin, which
contains sample tables, metrics, triggers, and data to help you learn how to
use MetricBase.
Mobile Onboarding Mobile Onboarding is automatically activated when you activate

Enterprise Onboarding and Transitions. For more information, see Mobile
Onboarding.
Mobile platform Depending on your device, go to the iTunes Store or the Google Play store
and search for ServiceNow to download the native mobile applications.
For more information, see Mobile configuration and navigation.
Natural Language Activate the NLU model builder

Understanding
Activate two natural language understanding (NLU) plugins and the
Predictive Intelligence plugin so that Natural Language Understanding is
active in your instance.
Notifications Now Platform® feature active by default.
Notify The Notify plugin requires a separate subscription. This plugin includes demo
data and activates related plugins if they are not already active.
Now Mobile The Now Mobile app is active by default in new instances. If upgrading
from a previous release, activate the Mobile Employee Experience Native
Application (com.glide.mobile-employee) plugin. For more information,
see Activate the Now Mobile app.
Now Platform User The user interface is part of the core platform and does not require special
Interface activation.
On-Call Scheduling Active by default.
Password Reset • A simple version of the Password Reset application is active by

default and includes example verifications. The base system enables
connections to the Local ServiceNow Instance credential store and
Active Directory (AD) credential stores. For details, see Credential stores
for Password Reset.

Performance Analytics Now Platform® feature — Complimentary Performance Analytics for

Incident Management is active by default.
• Full Performance Analytics functionality requires a separate subscription.
For more information, see Get licensed Performance Analytics.
Platform security Now Platform feature active by default.
Predictive Intelligence Predictive Intelligence is included in the following packages: ITSM

Professional, CSM Professional, HR Professional, HR Enterprise, ITOM
Standard, ITOM Professional, ITOM Enterprise, ITAM Professional, and
Standalone Event Management. When you subscribe to any of these
packages, you can activate Predictive Intelligence on your production
instance.
Problem Management Activate the ITSM Roles plugin (com.snc.itsm.roles) to activate the ITSM
Roles — Problem Management plugin.
Project Portfolio You can activate the Project Portfolio Management

Management (com.snc.financial_planning_pmo) plugin if you have the admin role.
The Innovation Management plugin (com.snc.innovation_management)
is new in New York and is active by default with activation of the Project
Portfolio Suite with Financials plugin.
To integrate Investment Funding with PPM, you can activate the Investment
Funding for PPM plugin (com.snc.investment_planning_pmo).
Project Status The Project Status mobile application runs on the ServiceNow® mobile
platform. To enable the Project Status app, activate the PPM Mobile plugin
(com.sn_ppm_mobile) if you have the admin role.
Remote Tables If you have the admin role, you can activate the Remote Tables plugin
(com.glide.script.vtable). This plugin includes demo data and activates
Reporting Now Platform® feature active by default.
Scaled Agile Framework ServiceNow provides plugins that support two different configurations of
(SAFe) SAFe: Essential SAFe and Portfolio SAFe.
• Activate the Agile - Scaled Agile Framework - Essential SAFe plugin
(com.snc.sdlc.safe) if you have the admin role. This plugin provides the
features of Essential SAFe only.
• Activate the Agile - Scaled Agile Framework - Portfolio SAFe plugin
(com.snc.sdlc.portfolio_safe) if you have the admin role. This plugin
provides the features of both Essential SAFe and Portfolio SAFe.
Search administration Now Platform features active by default.
Security Incident Activate the Security Incident Response Dependencies plugin

Response (com.snc.si_dep). Download and install Security Incident Response from
the ServiceNow Store. Use Setup Assistant to configure Security Incident
Response based on the needs of your organization. The Security Incident
Response application is available as a separate subscription.
Service Catalog Active by default.

Service Level Active by default.

Management
Service Mapping Service Mapping is available under the ITOM Visibility subscription and
requires activation by ServiceNow personnel.
The following plugins are activated automatically when the Service
Mapping plugin (com.snc.service-mapping) is activated:
• Discovery (com.snc.discovery)
• Pattern Designer (com.snc.pattern.designer)
• Cloud Management Core (com.snc.cloud.core)
• Performance Analytics – Content Pack – Service Mapping
(com.snc.service-mapping.pa.content)
• Event Management and Service Mapping Core (com.snc.service-
watch)
Note: The Event Management and Service Mapping Core

(com.snc.service-watch) plugin is different from the Event
Management plugin (com.glideapp.itom.snac).
Service Owner The Service Owner Workspace plugin (com.spm_owner_workspace) is

Workspace available as a separate subscription.
Note: Activation of the Performance Analytics – Premium plugin

(com.snc.pa.premium) is required before you can activate Service
Owner Workspace. Your Service Owner Workspace subscription
includes activation of Performance Analytics – Premium.
The following plugins provide Service Owner Workspace feature

functionality:
• Service Portfolio Management Premium plugin (com.snc.spm) is
automatically activated with Service Owner Workspace. It collects
service offering metrics and permits roll-up calculations to parent
services and taxonomy nodes for performance scores and other metrics
viewed via Service Owner Workspace.
• Financial Management for SPM plugin
(com.snc.financial_management_for_spm). Enables integration
between Financial Management and Service Portfolio Management
providing preconfigured cost models. This plugin is optional.
Service Portal Service Portal is active by default on new instances. For upgraded
instances, activate the Service Portal for Enterprise Service Management
plugin (com.glide.service-portal.esm) if you have the admin role.
Activating the Service Portal plugin does not affect any existing Content
Management System (CMS) configuration. For more information, see
Content Management and Service Portal.

Service Portfolio Service Portfolio Management Core is active by default for ITSM SKUs
Management and adds the Service Offering table [service_offering] to Configuration
Management Database (CMDB).
You can activate the following Service Portfolio Management plugins if you
have the admin role:
• The Service Portfolio Management - Foundation plugin
(com.snc.service_portfolio) provides base-system functionality for
Service Portfolio Management. It enables your organization to
document portfolios, taxonomies, services, and service offerings using a
standardized, structured format. This plugin includes demo data.
• The SPM Taxonomy Content Pack plugin (com.snc.spm.content)
provides a sample Service Portfolio Management taxonomy for faster
implementation. This plugin includes demo data.
• The Service Portfolio Management - SLA Commitments plugin
(com.snc.service_portfolio.sla) adds SLA commitment support to
Service Portfolio Management. This plugin includes demo data.
Skills Management The Skills Management application is activated when you enable the Skills
Management (com.snc.skills_management) plugin.
Software Asset The Software Asset Management Professional (com.snc.samp) plugin

Management requires a separate subscription and must be activated by ServiceNow
personnel. This plugin includes demo data. Depending on your
environment, you may choose to request one or more related plugins
which also must be activated by ServiceNow personnel. See Request
Software Asset Management.
The Activate All Software Asset Management Professional plugin
(com.sn_samp_master) loads the following plugins in one step:
• Software Asset Management Professional(com.snc.samp) plugin
• SaaS License Management (com.sn_sam_saas) and SaaS License
Management Integrations (com.sn_sam_saas_int) plugin
• All publisher pack add-on plugins
For the Software Asset Management plugin

(com.snc.software_asset_management) and Software Asset Management
Foundation plugin (com.snc.sams) features of Software Asset
Management, see ITSM Software Asset Management.
Subscription Now Platform® feature active by default.

Management
System Clone Now Platform feature active by default.
Task Communications Activate the Notify plugin (com.snc.notify).

Management
Time Card You can activate the Time Card Management plugin (com.snc.time_card)
if you have the admin role.
The Time Card Management plugin is activated when you
activate the Project Portfolio Suite with Financials plugin
(com.snc.financial_planning_pmo).
Time Configuration Now Platform feature active by default.

Vendor Manager Vendor Manager Workspace is available as a separate subscription.

Workspace Activating the Vendor Manager Workspace plugin (com.snc.vlm.vmw)
enables you to access, configure, and use the workspace for vendor
management and monitoring.
Virtual Agent Activate the Virtual Agent (com.glide.cs.chatbot) plugin. You can activate
the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the
admin role. This plugin automatically activates other necessary plugins if
they are not already active. You can activate this plugin only if you have a
subscription to Virtual Agent.
Visual Task Boards Now Platform® feature is active by default.
Vulnerability Response Activate the Vulnerability Response Dependencies plugin

(com.snc.vul_dep). Download and install Vulnerability Response from the
ServiceNow Store and configure this application based on the needs of
your organization using Setup Assistant. This application is available as a
Web services Now Platform feature active by default.
Additional requirements for all New York features and products

Cumulative release notes summary on additional requirements for New York features and
products.
To use certain products, specific setups or third-party requirements are required.

Delegated • Enable the system properties to display the update set deployment
development and permissions. See Display or hide update set deployment permissions.
deployment
Finance Close The integration of FCA with your ERP system requires an installed and
Automation configured MID Server in your ServiceNow instance. This MID Server
integration is required only for an ERP integration that uses SOAP services.
Browser requirements for all New York features and products

Cumulative release notes summary on browser requirements for New York features and products.
Several products have specific browser requirements. Review this information to ensure you are
using the correct browsers and browser versions.

API Context menu options can be accessed only if the browser supports
SharedWorker. For example, Google Chrome and Mozilla Firefox.
Agent Workspace If you are using the Firefox browser version 65, there is an issue affecting
accessibility in Agent Workspace when tabbing between elements. There
are no tabbing issues if you use Firefox browser version 66 or later.
Automated Test Automated Test Framework only supports running tests from desktop
Framework browsers. You can't run tests or test suites from tablets, mobile browsers, or
the mobile UI. Some desktop browsers require additional configuration. See
Browser recommendations for Automated Test Framework.
Automated Test Framework offers limited support for test design on tablets.
You can't add new custom UI test steps from tablets because tablets can't
retrieve any components. You can review existing custom UI test steps that
were added from a desktop browser.
Guided Application If you are using Microsoft Edge or a version of Internet Explorer that is IE11
Creator or older, you can work only in the legacy application creator. To work in
Guided Application Creator, use a different browser.
Natural Language For optimal performance on the Now Platform, use the NLU model builder
Understanding in the latest release of Chrome, Safari, Firefox, and Edge. NLU model builder
isn't supported in Internet Explorer.
Predictive Intelligence For optimal performance on the ServiceNow platform, use Predictive
Intelligence in the latest release of Chrome.
Service Owner Internet Explorer browser versions prior to IE11 are not supported. Use the
Workspace latest available versions of the Chrome browser, Firefox browser, or Safari
browser to access Service Owner Workspace.
Virtual Agent Use Virtual Agent Designer on modern browsers such as Chrome or Edge.
Virtual Agent Designer is not supported on Safari and older versions of
Internet Explorer (such as IE11) browsers.
Accessibility information for all New York features and products

Cumulative release notes summary on accessibility information for New York features and
products.
Some products have specific accessibility information or exceptions.

Communities Communities conforms to WCAG-AA, starting with the New York release.
Customer Service Customer Service Management conforms to WCAG-AA, starting with the
Management New York release.

Dashboards Accessibility has been improved in the following areas:

• The Dashboard overview page search box focus is more visible.
• Edit widget, invite new users, and export to PDF functionality accessible
at 200% zoom.
• Insufficient color contrast fixed throughout dashboards, including
messages, search boxes, widget icons, and sharing panel.
Discovery The following accessibility improvements were made in the Discovery-

related sections of the Information Technology Operations Management
(ITOM) Guided Setup:
Instance Data Instance Data Replication conforms to WCAG.

Replication
Knowledge Knowledge Management conforms to WCAG-AA starting with the New

Management York release.
MID Server The following accessibility improvements were made to MID Server Guided
Setup.
• Improved screen reader accessibility:
• Alternative text to images
• Labels to form elements
• Descriptions of all text boxes
• Error messages
• Improved tab focus: Tab focus only goes over enabled items.
Natural Language All NLU screens are WCAG-A and WCAG-AA compliant, with keyboard and
Understanding screen reader support. Accessibility details for NLU utterances and entity
annotations include the following.
• You can tab to an utterance and use Arrow keys to move across words
in the utterance. Pressing the Space or Enter key on a word opens the
picker.
• Search is in focus by default.
• For Simple Entities on an utterance, the Down arrow selects the first item
in the left panel of the picker.
• For the first listed entity in the picker, the Right arrow selects the first item
in the next panel to the right.
• The Up/Down arrow takes you to the previous or next item, respectively.
• Pressing the Space or Enter key selects that item and moves the focus to
the first item in the next panel to the right.
• Pressing Shift + Tab on the search field returns focus to the selected word
and extends the selection range with the Shift + arrow keys.
Performance Analytics Accessibility has been improved in the following areas:

• Color contrast increased on multiple UI elements in widgets and the
Analytics Hub.
• Zoom size on Analytics Hub.
• Screen reader support improved.
• Analytics Hub popup buttons can be closed using esc.
• Hover and focus improved.

Reporting These accessibility items are improved in this release:

• The Reports list home page search box focus is more visible.
• In Report structure, default state icon buttons Add redirect URL and
Close report structure have higher contrast when accessibility is
enabled or disabled.
• When creating reports, contrast is improved on the default message
shown in the Data tab.
• Information panel in the Report Designer is scrollable when zoomed in
200%.
Service Mapping Service Mapping supports Web Content Accessibility Guidelines (WCAG)
2.0 level AA for all tasks performed on service maps in the View and Edit
modes. User interface elements have enhancements that make them
accessible to screen readers.
Service Owner Web Content Accessibility Guidelines-AA (WCAG-AA) compliant for both
Workspace users and administrators.
Service Portfolio Conforms to WCAG-AA for both users and administrators.

Management
Product localization information in New York

Cumulative release notes summary on new New York features and products.
Some products may have specific localization requirements or behavior in New York.
Natural Language Natural Language Understanding is only available in the English language.
Understanding
Predictive Intelligence You can specify international languages for processing in both
classification and similarity solution definition forms. All languages you
choose in these forms are applied and persist during solution training and
prediction.
Available patches and hot fixes

The New York family includes Enterprise patches and hot fixes, as well as releases for Password
Reset, ODBC, and Mobile.
Important: For more information about how to upgrade an instance, see Upgrade to New
York.
For more information about the release cycle, see the ServiceNow Release Cycle. For a
downloadable, sortable version of New York fixed problems, see KB0748891.

Note: This version is approved for FedRAMP. The following products are not approved for
FedRAMP in New York: Benchmarks, Document Viewer, Instance Data Replication, and
ServiceNow mobile.
Q3 2019 Patching Program Targets
Targets are subject to change prior to patching. Target versions change only if absolutely
necessary.
Releases Patch target option Release notes

London London Patch 8 Hot Fix 2b London
Madrid Madrid Patch 4b Madrid
Available versions
Release version Release type Released on Availability

New York Patch 1 Hot Fix 1 Hot fix 2019/09/11 Available
New York Patch 1 Patch 2019/09/04 Unavailable
General Replaced by
Availability New York Patch 1
Hot Fix 1
New York security and notable fixes Feature 2019/07/25 Unavailable
All other New York fixes Early Availability
• 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.
MetricBase releases
For the latest MetricBase on-premise release notes, refer to KB0748185.
Mobile versions
For the latest iOS and Android mobile application release notes, refer to KB0598602.
ODBC Driver releases
For available ODBC release notes that are not yet listed below, refer to KB0540707.

The ODBC Driver patch release notes contain problem fixes for supported and legacy ODBC
Driver patch versions.
Password Reset Windows Application releases
For the latest Password Reset Windows Application release notes, refer to KB0598975.
New York Patch 1 Hot Fix 1

The New York Patch 1 Hot Fix 1 contains fixes to these problems.
Build information:
Build date: 09-05-2019_1536
Build tag: glide-newyork-06-26-2019__patch1-hotfix1-09-04-2019
York.
ServiceNow mobile.
Fixed problems
Problem Short Description Steps to reproduce

description
Core The default

Platform expiry date for
sys_user_delegate
PRB1359507 is set to
01/01/2020
Event Alert panel Alert history query for

Management (and impact alert panel does not
calculation) return the correct value
PRB1355955 does not show according to the defined
the correct limit.
number of alerts
according to
the defined limit
Event Records in When Network Path is

Management em_impact_statusused, wrong impact will
table with be calculated.
PRB1356140 NetworkPath
field defined
on them will
be inactive
although it's still
valid


description
Event Business Service SQL query to receive

Management Group: long service group impact
query to receive takes a long time running
PRB1357495 service group from Impact for service
impact groups job.
Event The backfill job The backfill job is stuck

is stuck
Management and slowing down DB
performance in use
PRB1357747 cases when Alert has
thousands of snapshots in
Alert History.
Event Impact jobs em_impact_status jobs

Management get stuck and are stuck and the EM
the dashboard dashboard doesn't
PRB1358537 does not load in load. This happens
heavy EM load in environments with
environments high throughput and
large em_history and
em_impact_status tables.
Knowledge Reset the The valid_to field on the 1. Navigate to Knowledge > Articles >
Management valid_to date on kb_knowledge (and the Create New.
existing articles article template tables)
PRB1353174 and preserve indicates the date until 2. Populate required fields and save the
validity beyond which the article is valid. article.
Jan 1, 2020 The default value for this 3. Verify the valid_to date value. It is set
field is currently set to to 01/01/2020.
'01/01/2020', which needs
to be updated.
Knowledge Whenever a
Management new knowledge
submission
PRB1359504 is created,
the valid_to is
defaulted to
2020-01-01
Fixes included
Unless any exceptions are noted, you can safely upgrade to this release version from any of the
versions listed below. These prior versions contain PRB fixes that are also included with this release.
Be sure to upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.
• New York Patch 1
• New York security and notable fixes
• All other New York fixes
New York Patch 1

The New York Patch 1 release (General Availability) contains important problem fixes.
New York Patch 1 was released on September 4, 2019.

Build date: 08-24-2019_0944

Build tag: glide-newyork-06-26-2019__patch1-08-14-2019
York.
ServiceNow mobile.
Security-related fixes
New York Patch 1 includes fixes for security-related problems that affected certain ServiceNow®
applications and the Now Platform®. We recommend that customers upgrade to this release for
the most secure and up-to-date features. For more details on security problems fixed in New York
Patch 1, refer to KB0759084.
Notable fixes
The following problems and their fixes are ordered by potential impact to customers, starting with
the most significant fixes.
description
Service The 'Required An error appears in the Refer to the listed Known Error KB article for
Catalog: information' console panel, and the details.
Service section is empty 'Required information'
Portal when the title section is empty.
Widgets of the variable
set is the same
PRB1304513 as the name of
KB0720638 a mandatory
variable
Reporting Thin columns

appear in
PRB1332175 column, trend,
and bar reports,
which makes
them difficult
to use and
prevents the
ability to drill
into the data


description
Mobile Incorrect 1. Change the following system property

(Classic) timestamps for glide.sys.default.tz to the value
activity streams 'Europe/London'.
PRB1347630 show up in the
ServiceNow 2. Clear cache.
Agent mobile 3. Assign an incident or wm_task to the
app when system administrator, and set the
the timezone timezone field value of the system
glide.sys.default.tz admin sys_user record to 'System' or
is set to various 'Europe/London'.
values, for
example, 4. Log in to the ServiceNow Agent
Europe/London, mobile app as the above system
US/Eastern, administrator, and access the above
and Europe/ record.
Amsterdam 5. Add a work note.
Notice that the timestamp registers as

''Europe/London' + 3 hours'. The ServiceNow
Agent mobile app shows incorrect
timestamps ('Europe/London' + 3hours) for
activity streams when glide.sys.default.tz
is set to 'Europe/London'. However, if you
open the same record from desktop, the
timestamp correctly shows as 'Europe/
London', which is the user's current
timezone in the instance.
The
Asynchronous If users navigate away 1. Open two windows with different users
Message Asynchronous from Safari to another and start a chat.
Bus Message app such as Messages or
Bus (AMB) JS Email and then back to 2. Disconnect the internet for more than
PRB1349642 client does not Safari after a minute, the 30 seconds.
KB0754314 correctly re- AMB will not be correctly 3. Reconnect the internet.
subscribe to connected and new
channels after a messages will not show. 4. Try resuming the chat between the
disconnect two users.
Notice that the second user does not get

the message you attempt to send.
Core Attaching Attaching files via the

Platform files via the attachment API results
attachment API in the file descriptor leak
PRB1347534 results in the file and 'Too many open files'
descriptor leak exceptions.
leading to the
node crash
Persistence Populating the

Assigned to field
PRB1352973 on the Incident
form is slow

All other fixes

description
Agent The 'Output

Intelligence Field' field of the
classification
PRB1351912 solution
definition is
not immutable
when training
the solution
Agent Clustering 1. Navigate to Predictive Intelligence >

Intelligence prediction Word corpus.
failure: The
PRB1351919 trained model 2. Create a word vector corpus with the
does not name 'wc'.
have active 3. Navigate to Predictive Intelligence >
associated Similarity > Solution definitions.
word vector
corpus 4. Open ml_sn_global_similar_incidents.
5. Select the 'wc' word corpus and
submit the training.
6. When the training is in progress,
navigate to Predictive Intelligence >
Clustering > Solution definitions.
7. Create a solution definition by
selecting the same 'wc' word corpus.
8. Submit the training.
9. Wait until both the similarity and
clustering solution trainings are
completed. Notice that the clustering
solution's associated word corpus
vector is empty.
10. Try the clustering solution prediction
from the REST API explorer.
Notice that all the predictions fail with the

'Unable to predict' message.
Agent The copy 1. Create a classification/similarity/

Intelligence solution is not clustering solution.
working
PRB1352193 2. Right click and select copy solution.
Everything except the label should be

copied, but it's not working as expected.


description
Agent The similarity 1. Get a trained similarity solution. Export

Intelligence solution import to .xml using the update set.
from the update
PRB1353135 2. In another instance, import the solution
set is failing
in the update set.
When trying to import the similarity solution

and running the preview, issues occur with
word_vector.
Agent The machine- Refer to the listed Known Error KB article for
Intelligence learning details.
prediction
PRB1353565 'mlpredictor'
KB0755722 does not point
to the correct
URL
Agent Applying the

Intelligence similarity filter
skips valid top
PRB1355485 results
Agent After clicking 1. Log in to the workspace.

Workspace Close Other
Tabs, the 2. Click + to open two different
PRB1352522 workspace interactions.
breaks 3. Save the first interaction, and open the
assigned_to preview record.
4. Save the second interaction, and
open the assigned_to preview record.
5. Open two more tabs.
6. Navigate to one of the interactions
and make some change.
7. Navigate to another tab and click
Close Other Tabs.
8. Click Close.
Expected behavior: Only one tab should

be displayed.
Actual behavior: The workspace UI breaks
and 'Loading...' is displayed on the page.
Agent The choice

Workspace field is resetting
to the default
PRB1352958 value


description
Agent All tabs are not 1. Log in to workspace.

Workspace closed after
clicking 'Close 2. Open any incident.
PRB1354831 All Tabs'
3. Open a subtab for the incident.
4. Make some changes to the subtab.
5. Click Close All Tabs from the menu
option.
A confirmation message should be
displayed.
Expected behavior: All tabs should be

closed.
Actual behavior: The tabs does not close.
Agent Workspace font

Workspace 'SourceSansPro'
is not loaded
PRB1356039
Agent Workspace
Workspace doesn't load
and generates
PRB1356993 console errors
App Client The sys_app The sys_app form is Refer to the listed Known Error KB article for
UI form is missing missing annotations for details.
annotations Application Scoping,
PRB1352378 for Application Design and Runtime, etc.
KB0755213 Scoping that provide users with
- Design - insight into the purpose
Runtime of the record fields.
information on
the record fields
Application Unable to add

Portfolio the hint to
Management the business
(APM) application
fields when
PRB1337630 the field label
is against the
base cmdb_ci
table


description
Approvals Cannot pass While it is possible to 1. Open Flow Designer.

a dynamic select a 'field' of the type
PRB1352880 'list' of users 'list' as a dynamic feeder 2. Navigate to the Actions tab.
for approval for the 'When' clause 3. Click New > Create New Action.
into the 'Ask of a rule in the 'Ask for
for Approval' Approval' action, it is 4. Create a custom action which
action not possible to pass a contains the sys_id of users that are
parameter of the type going to be considered as approvers
'list' there, which means or the logic to dynamically generate
the approvers, if multiple, the list of approvers.
cannot be dynamically 5. Create a flow in Flow Designer and set
built in a flow. the trigger to 'Service Catalog'.
6. Use the action created in Step 4.
7. Add the 'Ask for Approval' action.
8. Click the 'Ask for Approval' action, and
try to set the list from Step 6 in 'Anyone
Approves'.
Notice that the error 'List is not allowed

here.' occurs, and you are not able to pass
the list generated from an action as an
input.


description
AWA: The work item 1. Activate and load the demo data
Routing state is not for the Walk-up Experience plugin
and updated when (com.snc.walkup).
Assignment the interaction
is manually 2. Navigate to Advanced Work
PRB1351886 unassigned and Assignment > Presence States.
in the new state 3. Open the Available state.
4. Add a walk-up to the service channel
and enable the active flag.
5. Create a sys_user with the
sn_walkup.walkup_technician role.
6. Add this sys_user to one of the demo
data assignment groups (either San
Diego Tech Lounge or Santa Clara
Tech Lounge).
7. Impersonate the walk-up user.
8. Navigate to Walk-up Experience >
Walk-up Portal.
9. Select a location.
10. Click Check-in and fill out the form.
11. Impersonate the user with the
walkup_technician role and open
Agent Workspace.
12. Set the status to 'Available'.
The work item for the interaction
should appear in the inbox.
13. Accept the interaction.
14. Click the ellipses icon and click the Re-
queue UI action.
15. In another window, navigate to the
awa_work_item list.
The work item for the interaction
should have a state of 'Accepted'.
After five minutes, the interaction state
should be reset from 'On Hold' to 'New'.
Notice that a new work item for the

interaction is not created and thus does not
appear in the agent's inbox.
Change Approvals are Change approval

Management not generated policies do not work if the
on Change user sets the language to
PRB1351082 Management any language other than
when the English.
language of
the user is a
language other
than English


description
Change The change 1. Create a field of the type 'List' on the

Management approval policy table cmdb_ci.
for the field
PRB1354803 type 'List' is not 2. Make sure that a CI has multiple users
working when selected for this new field.
more than one 3. For the 'Assess Technical Approvals'
user is selected decision, make sure for the answer,
'approval action' is 'add a user
approval'.
4. For the user field, dot-walk from the
selected CI on the change_request to
this new field of the type 'List'.
5. Submit the change request with the
CI with multiple users selected on the
new field.
When the workflow gets to the change

approval policy, only the first user of the
field is picked up. However, all users in the
field should be picked up for approvals.
Chat Random URL When creating or Refer to the listed Known Error KB article for
links show in the handling a case through details.
PRB1351761 workspace chat the live agent chat,
KB0755208 window extra random URLs
are generated in the
requestor workspace
chat window.
Chat Unable to open 1. Log in to the workspace.

an interaction
PRB1352519 when another 2. Click + to open a new interaction and
interaction is save it.
open The interaction record should be
displayed.
3. Click + again and try to click any
option in the drop-down list.
Expected behavior: A new tab should be

opened.
Actual behavior: The option in the drop-
down list is not clickable.
Cloud The Insights The installation of

Insights installation Cloud Spend AWS
should not automatically disables
PRB1351123 disable CMP the CMP billing schedule,
AWS billing which is not expected.


description
Cloud Remove
Insights the cyclic
dependency
PRB1352885 associated
with the object
instantiation
to make the
sysID cache
accessible to
corresponding
instances
Cloud Semaphore
Management exhausted and
Application high instance
response
PRB1342475 time due to
the frequent
execution of the
job 'Fill in tag
assignments'
Cloud Inaccurate The following two issues Reproduce Issue 1

Management reports cause have been observed:
1. Create a schedule that pulls azure
Application the cloud • When the Azure
billing to not set billing data.
PRB1351277 the cost field instance_id ends with
'/', some costs are 2. Find some instance_ids that are
KB0753075 properly not assigned to the ending "/".
owner. 3. Modify the query accordingly to
• When the locale is validate the data.
different from the
system default, the
cost and usage Reproduce Issue 2
quantity fields are 1. Change the system local to NL.nl.
incorrectly filled.
2. Pull either AWS or azure billing data.
3. Compare the cost with the cost
which was downloaded by the system
locale.
Core The data

Platform stream action
generates errors
PRB1355203 at a splitter step
before reaching
the last page
Customer Performance
Service issue with event
Management processing: PCR
propagation to
PRB1353491 child cases for
MOT use cases


description
Customer UI Policies
Service added in
Management Proactive
Operations
PRB1355235 plugin which
hides a
few fields
(state, alert,
description) in
Case view


description
Delegated Delegated 1. Open Studio.

Developmentdevelopers can
gain access to 2. Create a custom application.
PRB1351491 create update
3. Click File > Manage Developers.
sets and use
the update set 4. Search for Abel Tuter and add as a
picker developer.
5. Assign the 'Reporting' permission.
6. Log out and log back in as Abel Tuter.
7. Open the settings from the upper right
corner.
8. Navigate to the Developer tab.
Notice that the developer can
access the Update Set Picker button
and enable the update set picker.
However, users should not be able to
see the Update Set Picker options.
9. Navigate to sys_update_set.list.
Notice that the developer can see the
New button on the table and can click
to add new update sets. However,
users should not see the New button.
10. Navigate back to Studio and select
the application.
11. Open the Manage Developers
window.
12. Assign the All Metadata permission to
the developer.
13. Log out and log back in as the
developer.
Notice that the developer has access

to read the records in sys_update_set.
However, the developer should not be
able to see any records in sys_update_set.
The developer can also see the update
sets in the update set picker, but the
developer should not be able to set the
update set picker or the update sets.
Only a delegated developer with the
Manage Update Set or Publish To Update
Set permissions should have access to the
update set table.
Dev At Applying the

Scale stash changes
option is not
PRB1352913 loading files into
author_elective


description
Discovery Solaris server

pattern is not
PRB1323727 populating
relationships
and not
triggering ADM
for zones
Discovery The 'SNMP - Run discovery on any BGP router and see
Routing' probe that 'SNMP - routing' is being triggered.
PRB1348746 launched for
KB0754866 BGP routers
causes out of
memory errors
on the MID
Server
Discovery Help the Help When the Discovery

Desk does plugin is activated, the
PRB1351329 not classify Help the Help Desk
computer as script reports the CI as
'Windows Server' 'Computer' rather than
when the 'Windows Server'.
Discovery plugin
is activated
Discovery The discovery When a master-member 1. Set up a master-member hierarchy

of member account hierarchy is with AssumeRole relationship in AWS.
PRB1351462 accounts fails present in AWS and uses
2. Set up a MID Server on an EC2
KB0755210 when the IAM Instance Profiles on
master account an MID Server running instance in the master account.
is configured in the master account, Set up an IAM role with required
to use IAM the discovery fails to policies in the master account.
Instance Profiles run in the member
accounts even if the 3. Assign this new role from #3 as the IAM
AssumeRole functionality instance profile to the EC2 instance.
is properly configured to 4. Discover the master-member hierarchy
allow master-member from the instance.
traversal.
5. Attempt to discover resources within
the member accounts.
Discovery The error After upgrading to Refer to the listed Known Error KB article for
'ReferenceError: New York, the error details.
PRB1352772 "gs" is not 'ReferenceError: "gs" is not
KB0755222 defined.' defined.' appears in the
appears after logs when running the
running the discovery.
discovery
Edge The cache The cache of the keys is

Encryption of the keys is cleared on the instance,
cleared on causing the proxy to pull
PRB1336714 the instance the keys and re-register
causing the itself to perform the
proxy to pull validation of keys among
the keys and re- proxies. This causes the
register itself Edge proxy to re-register
every time the cache is
cleared.


description
Edge When using

Encryption equality
preserving on
PRB1348990 versions older
than Madrid,
upgrading
to Madrid
breaks the
existing equality
preserving in
the table
Email The legacy When ACLs are present 1. Make sure that
notification which restrict the visibility glide.notification.preference.ui.enabled
PRB1353216 preferences of a notification, the is set to 'false'.
page does not legacy notification
load preferences page does 2. Create an ACL that prevents the
not load. However, the visibility to a particular subset of the
current UI16 version of notifications.
the preferences does 3. Impersonate a non-admin user.
load and works.
4. Navigate to the user profile and click
the notification preferences.
Notice that the page does not load, and

there are errors in the console log.
Event Flickering When users open any

Management appears in alert in WS, there is
alerts when flickering in the ribbon
PRB1350330 opening in WS on the left side. The data
(number of alerts) in the
ribbon on the right side
(timeline) are not correct
sometimes.
Event Reduce the

Management number of alerts
from 10,000 for
PRB1352684 the grouping
job and add
protection for
graph reuse
Event Impact When changing the

Management Calculation: percentage of the
Changing the application impact rule
PRB1352956 contribution to 50 and after that
percentage for to any number above
the application 50 but under 100 (the
impact rule sum should be more
affecting than 100%), the business
service does service will become the
not work if the severity of the CI that the
service severity impact rule is changed
is 'Info' before on.
the change


description
Event The Event The following issues have

Management Management been experienced:
dashboard is
PRB1353927 not loading and 1. The dashboard and/
or the alert panel
multiple Event
are not loading
Management
until the timeout
impact jobs are
exception.
stuck
2. The next Event
Management jobs
might be stuck
(running for a few
hours):
• Event
Management
- Impact for
service groups
• Event
Management -
Backfill Impact
Tables
• Event
Management
- Impact
Calculator for BS
Event On the Event The Event Management 1. Create a service group.

Management Management dashboard should
dashboard, show all of the alerts 2. Send an alert on one of the services.
PRB1354804 no alerts are associated with the 3. Open the dashboard.
viewed in the services. However, the
alert panel alerts are not shown if
when there are there are service groups Notice that no alert is shown in the panel at
service groups other than 'All' in the the bottom.
in the system CMDB.
Filters Issues with The following issues with

the related list the related list conditions
PRB1345802 conditions when occur when running a
running a report report:
• When using multiple
'contains' conditions
with an 'OR'
condition, only the
first condition is
considered.
• When using an 'is'
operator with an
'OR' condition and
dot-walking, only
the first condition is
considered.
Same issues are

observed from a list view
with List v3 enabled.


description
Flow The search 1. Log in as the admin.

Designer functionality
on the Flow 2. Change the domain TOP/ACME.
PRB1348088 Designer form
3. Navigate to Flow Designer.
is not working
for the Get 4. Create a flow or add an action to any
Attachments on existing flow.
Record action 5. Click Action and search for 'Get
Attachments on Record'.
Notice that the search does not bring any

results, however the record is there.
Flow Editing nested When chaining nested 1. Create and publish a subflow S2 that
Designer subflows results subflows, editing a logs 'hello'.
in incomplete subflow causes the
PRB1350707 reporting flow report to show the 2. Create and publish a subflow S1 that
nested subflow as not logs 'hello' and then calls S2.
run. 3. Create and activate a flow F1 that
calls S1.
4. Use the Test button to run F1.
5. Edit S1 so that it logs 'hello2'.
6. Edit S2 so that it logs 'hello2'.
7. Use the Test button to run F1.
Notice that the second report shows the

log action of S2 as not run.
Flow Type label issue 1. Create an action with the input

Designer when saving structure: Object - String.
action inputs
PRB1351124 2. Publish the action.
3. Change the string input to choice,
and then publish.
Notice that it still comes back as string.
Flow The Complex

Designer Object_Output
step is not
PRB1351200 displayed for
a specific
complex object
structure


description
Flow The output Within the Do the 1. Navigate to Flow Designer and create
Designer choice list for following until flow logic a flow.
the Ask For condition builder, if
PRB1351742 Approval action the until condition is 2. Add the Incident Created trigger.
disappears configured to use the 3. Add the Do the following until flow
when the flow is output of the Ask For logic and click Done.
published Approval action in the
DoUntil loop, the user is 4. Add the Ask For Approval action to the
unable to load the Ops DoUntil loop with the following settings:
view when the flow is in • Record: Trigger->Incident Record
the waiting state. The • Approve when Anyone approves:
page is hanging and Trigger->Incident Record->Caller
the console shows an
error. Also, after the flow
is activated, the drop- 5. Click the until link and configure:
down list of the Approval • Condition 1: [1.1->Approval State]
State is empty. is Approved (Notice that the drop-
down list is available when the flow
is created.)
6. Save and activate the flow.

7. After activating the flow, click the 'until
[1.1->Approval State] is approved' link
to expend the condition builder.
Notice that the Approval drop-down
list is not available anymore.
8. Insert the Incident record to trigger the
flow.
9. In Flow Designer, click the Executions
button on the Flow page, and open
the execution view that is in the
waiting state.
Notice that the page shows the 'Loading'

message but never loads the page. The
console shows the error 'Cannot read
property 'value' of undefined'. After the
user approves the Approval request, the
flow completes successfully.
Flow An error occurs 1. Create an action with any step, and

Designer when publishing define an action output, for example,
an action with 'Users' of the type Object.
PRB1352016 the action
output having 2. Inside the 'Users' object, create an
nested objects attribute 'Links' of the type Object.
3. Assign the 'Users' output to any of the
steps output.
4. Publish the action.
Notice that an error occurs saying 'Action

Output: invalid variable name or missing
reference or missing default value'.


description
Flow The input label 1. In Flow Designer, create an action in

Designer automatically any scoped app.
changes to
PRB1352339 small letters 2. Create an input with the type
when the input Dynamic Choice and with a name
has the type that has capital letters and spaces, for
as Dynamic example, TEST NAME or Test Name.
Choice 3. Save and publish the action.
Notice that the label changes to small

letters with underscore ('test_name').
Note: This is observed only when the input
has the type as Dynamic Choice and is the
first in the order.
Flow The
Designer 'ProcessAutomationException'
error occurs
PRB1352598 when trying
to invoke the
Zoom actions
programmatically
using the
FlowAPI
Flow Upon 1. Create a flow or subflow.

Designer activating/
publishing 2. Add the Look Up Record action with
PRB1352609 a flow or the Incident table. You should be
subflow, the tree able to see all the columns inside the
structure in the Incident table in the tree structure.
data pill output 3. Activate/Publish the flow or subflow.
of the Look Up
Record action
goes away Notice that the tree structure disappears,
and the table name (incident) is replaced
with record.
Flow Errors occur After creating a Data

Designer when saving Stream action with the
Data Stream complex object output,
PRB1352611 actions with the when a certain number
complex object of attributes are added
output having to the complex object,
more than a saving the Data Stream
certain number action errors out with
of attributes the following messages:
'Failed to deserialize
ComplexObject
Unexpected end-of-input
in field name', '[truncated
7500 chars]'.


description
Flow Undesired When an array of 1. Create a REST service

Designer fields appear in objects is passed into an which returns JSON like
Array.Object output variable of the [{"name":"John","phone":"555"},
PRB1353416
type Array.Object, this {"name":"Peter","phone":"999"}].
Array.Object adds extra
2. Create an action with a REST step that
data to it.
consumes the above service.
3. After the REST step, add a script step to
parse the responseBody to an output
variable of the type Array.Object.
4. Add an action output variable of the
type Array.Object and drop the script
step's pill into it. Test the action.
5. Check the execution detail.
Flow CO is converted CO is converted to

Designer to GlideType GlideType string when
string when the the media type is not
PRB1354012 media type is json or xml. It can be */
not json or xml * which accepts any
media type. In the case
of */*, it should default to
the media type json so
that the CO gets created
and not defaulted to the
type string.
Flow A warning 1. Open Flow Designer.

Designer message
appears when 2. Select the Create Record action from
PRB1354017 selecting an the Salesforce spoke.
action with a 3. Add the action in the flow.
dynamic input
Notice that a warning message appears at

the bottom right corner, which disappears
after a minute. This happens to any action
that has a dynamic input.
Flow Flow Designer

Designer doesn't work as
expected
PRB1356953


description
Forms and Adding a 1. Open an Incident record (or any other

Fields choice with a form with a choice field).
space results in
PRB1356061 a visible '%20' in 2. Right-click Contact Type and select
the choice Configure Choices.
3. Add a choice, for example, 'Has
Space'.
4. Click Save.
5. View the choices on the form or the
sys_choice entries.
Expected behavior: The choice value and

label should have a space in them (e.g.,
'Has Space').
Actual behavior: The choice value and
label have a '%20' in place of the space
(e.g., 'Has%20Space').
Graph API GraphQL $ Currently in GraphQL,

$parent$$ references to parent
PRB1354873 notation to
objects can be shared
access outer amongst more than one
parent objects is thread when multiple
not thread-safe GraphQL queries using
the $$parent$$ notation
are sent in parallel. They
share the same parent
context when they
should each have their
own.
If one (usually large)
request containing the
outer parent object
reference is made and
another is kicked off
while the first one is still
running, the second
one shares the same
parent object reference
as the first. This means
that when the first one
completes and it calls
clearParent(), thread
two's reference to this
object is gone and an
exception is thrown.
Human Three Edge rules

Resources do not have
Service valid signatures
Management
PRB1355447


description
Instance Instance Data

Data Replication is
Replicationnot handling
feature failover
correctly due
PRB1350801 to the incorrect
batch size when
checking for the
last message
Instance IDR Plugin -

Data com.glide.idr-
Replicationhas a state of
feature 'Development'
that is
PRB1358403 prohibiting
Support from
activating it for
New York
If use_flow is
IntegrationHub 1. Make sure Use Flow is enabled.
enabled on
PRB1350267 the store type, 2. Install Orchestartion add-on, which
the Credential will install the AD and Integrationhub
Store form Runtime.
should have the 3. Navigate to Password Reset >
hostname non- Credential Stores.
mandatory and
the reference 4. Try to create a Credential Store.
to connection 5. After selecting the Credential Store
alias Type for which Use Flow is enabled,
"Host Name" should be modified to
non-mandatory field.
Remove the
IntegrationHub
'Deprecated'
PRB1352558 tag from the
IntegrationHub
runtime plugin
name
Language Added See Activate a language

and translation for more information.
Translations updates for 22
languages
PRB1355770/
PRB1356651
MetricBase Float values The double floating point

converted error occurs in JSON REST
PRB1353252 to double on response on MetricBase
clotho REST get/ REST transform calls.
transform


description
MID Server The wrapper.jar

version is old
PRB1350083 (3.5.17) for
the glide-
dist-upgrade
wrapper after
upgrading
Tanuki to 3.5.36
MID Server The MID 1. Download the MID to Linux OS that has
installed as systemd (check for /etc/systemd).
PRB1353544 a daemon
with systemd 2. Install the MID with sh agent/bin/
is unable to mid.sh install.
start after the 3. Start the MID with sh agent/bin/mid.sh
update start (just sh start.sh also works).
Notice that there should be a
mid.service in /etc/systemd/system.
4. Upgrade the MID via:
a. pinning the MID to another version
and clicking Update MID in the
related links.
b. pointing the MID to another
instance and restarting the MID.
Expected behavior: The MID should

upgrade and start as normal.
Actual behavior: The MID does not start on
its own after upgrading.
Mobile Some
Backend records are
(non- skipped when
classic) paginating
PRB1350648
Mobile Hidden master The Madrid migration 1. In Madrid, create a custom master
Backend detail screens transforms master detail detail screen which is hidden.
(non- are transformed screens into a list screen
into visible list and a form screen. If 2. Upgrade the instance to New York.
classic)
screens the master detail screen 3. Open Mobile Studio.
PRB1351288 is marked as hidden,
the resultant list screen 4. Find the master detail screen in the list
should not be visible in of applets and open it.
the corresponding icon 5. Click Upgrade in the pop-up window.
section, but currently it is.
Mobile The data The list screen created on

Backend from the new the remote tables data
(non- scriptable tables item is not showing up
classic) do not show up in the mobile (Request)
in the list screen app.
PRB1351926


description
Mobile Inconsistent 1. Create a list screen with one segment

Backend order of items and two item streams.
(non- in the list screen
2. Configure the item streams with data
classic) with multiple
items, for example, incidents and
interleaved item
PRB1354292 wm_task, and each of them is sorted
streams
by a certain field, for example, short
description.
3. Configure each item stream to use the
respective table and the interleaved
field.
4. Configure the interleaved field to use
the same field which was used in the
data item for the sorting.
5. Open the list screen and observe the
order of the two items which have the
same value for the specified field.
6. Use the exact same
configuration, but delete the
sys_sg_item_stream_m2m_segment
records and create new ones (i.e.
create the same mapping but with
different sys_ids).
7. Open the list screen again and
observe the order of the two items
mentioned above.
Expected behavior: The order of the

items should be the same for a certain
configuration (as long as the data have
not changed). At least, changing the
sys_sg_item_stream_m2m_segment records
should make it possible for the user to
determine a specific order.
Actual behavior: The order of the items
might be reversed. For example, if the
description in the two items is the same,
such as 'Hello World', one being the
description of an incident and the other
being the description of a WOT, then
sometimes the incident comes first and
the WOT afterwards, and sometimes
the order is reversed. No changes in
configuration can be made for the order to
be consistent.


description
Mobile When creating 1. Open Studio.

Studio a calendar
from Studio 2. Click Create applets.
(non-
classic) or platform 3. Choose the Calendar applet, fill in the
UI, there is no name, and click Create.
PRB1350441 option to create
item stream 4. Click Submit.
time span 5. Click the item stream segments tab,
and click New.
6. Fill in the name and screen (name of
the calendar), and click Submit.
7. Click Insert row and click the zoom
icon.
8. Click New.
Expected behavior: There will be an

option where the item stream opens or it
automatically opens "item stream time p".
Actual behavior: There is no option to
choose and it opens the item stream
segment.
Mobile If Applet
Studio Launcher
(non- UI section is
classic) added and
section type
PRB1350770 = Item, non-
list applets are
returned in
the List applet
dropdown
Mobile Stability Form screen with the

Studio issues occur embedded list screen
(non- when a user has stability issues when
classic) modifies the users click 'modify
form screen's segments' in Studio.
PRB1351385 segment
configuration
Mobile Only functions On Form Applet, the

Studio with a global functions with both
(non- context are global and record
classic) available contexts should be
available.
PRB1352003
Mobile Issues due to

Studio the removal of
(non- the "Active" flag
classic)
PRB1354653


description
Mobile Issues with

Studio muli-scope
(non- enablement
classic)
PRB1354654
Mobile An info alert is The new custom table is

Studio added to state not available in the table
(non- why custom picker, but there is no info
classic) tables are not alert.
visible
PRB1354697
Mobile Custom tables When building a new

Studio filtered from the mobile applet on a
data item table custom app, the custom
PRB1356393 tables do not show up
in the table field of the
data item.
NLU Model The NLU model After creating an NLU

Builder training fails if model, the domain
the user domain name is prepended to
PRB1352711 has a dot (.) in the model name. If the
the name domain name contains
a dot (.), the model
training fails.
NotifyNow Recommended
list in Initiate
PRB1354244 Conference
Call Modal
does not have
the email id
Patterns Test Account The refresh sub account Prerequisite: Configure an AWS Master
throws an API is failing to refresh Service Account with more than 20
PRB1343622 error for AWS subordinate accounts associated accounts on the cloud
KB0754945 master service under the master configuration UI. Select validated account
accounts and account, which causes and note that only service accounts are
patterns do not the Test Account button listed.
display more to throw an error.
than 20 service 1. Navigate to the home page.
accounts 2. Add Master Account credentials.
3. Click Test Account.
It will cause the error message “An error

occurred while trying to discover” and will
not display any subordinate accounts.


description
PerformanceThe New This happens when 1. Open an existing spotlight group in the
Analytics Name field is users select any of IE11 browser.
not shown to the following name
PRB1352125 users in the preferences: 'Use a new 2. Click Copy to Breakdown Element or
IE11 browser Spotlight group name' Copy to Domain.
when users 'Add element name to 3. Select the name preference as 'Use a
select a name new name as prefix'/'Add new Spotlight group name'.
preference domain name to new
other than name as prefix' 'Add 4. Check the New Name field.
'Keep the element name to new
source Spotlight name as suffix'/'Add Notice that the New Name field is not
group name' domain name to new shown to the user.
name as suffix'.
Persistence Issues with Applying update sets

thread can trigger a system-
PRB1347889 deadlocks and wide cache flush, which
instance nodes can (as a result of this
restarting bug) cause a deadlock,
and nodes restarting.
Persistence The table In an Oracle database,

rotation in an auto-increment field
PRB1353231 Oracle resets works differently in New
the sequence York compared with
counter Madrid.
Persistence ElementDescriptorData
The
objects are not TableDescriptorCache
PRB1353827 deduplicated memory usage
as expected may be higher than
expected because the
ElementDescriptorData
deduplication is not
working correctly.
Platform OOB apps

Runtime (Spokes) not
shown in an
PRB1355269 instance after
enabling the
sn_appclient.app.install.offline
property
Predictive Multiple ML
Intelligence trainer records
are added
PRB1352985 when multiple
runtime NLU
models are
imported
from different
instances


description
Project The date 1. Create a project start date, for

Management calculation example, 1-Mar-2019.
is incorrect
PRB1353935 2. Create the start on the project task.
around DST
change dates 3. Change the date to 5-Mar-2019.
Notice that the duration is incorrect as

you tab out of the date field. Further
changing the date also makes the end
date incorrect.
Project When the

Management recalculate
business rule
PRB1354739 fires, any Date/
Time field (apart
from start_date/
end_date/
work_start/
work_end) set
during the same
transaction is
incorrect
Project Demand 1. Create a Portfolio and Demand.

Portfolio to Project
conversion is 2. Add some cost plans and benefit
Management
not copying plans to demand.
PRB1355410 the respective
3. Create a top investment for Portfolio
investment's and add some funds.
funds and fund
requests 4. Add demand as a child investment.
5. Allocate some funds from portfolio
investment to demand investment.
6. Navigate to demand, and click
Create project.
Expected behavior: Funds received by the

demand investment should get copied to
project investment which gets created in
background.
Actual behavior: All cost plans and
benefit plans are moved from demand
to project, but funds received by the
demand investment is not copied to the
project investment which gets created in
background.


description
Record Record Watcher Record Watcher 1. Install the SAFe plugin.

Watcher intermittently messages can
misses record intermittently fail to 2. Create PI and features and add
PRB1345224 updates be enqueued if the features to PI.
channel is registered with 3. Create some stories and populate the
a persisted responder. feature of them.
4. Navigate to the Big Room Planning
page.
5. Open the backlog panel.
6. Suppose there are three stories under
Feature 1 in the backlog panel, move
the middle story to the board.
Expected behavior: The story is moved to

the board and is no longer in the backlog.
Actual behavior: Before refreshing, the story
is both shown in the backlog panel and the
board.
Note: The above steps to reproduce
is just one scenario where the issue is
reproduced. The issue is not bound to the
SAFe plugin or the SAFe Board.
Resource Grid Filter issues

Management in allocation
workbench
PRB1355910
Schedules The schedule

span is not
PRB1355789 loaded in
the custom
schedule page
Security When the When the system is

Access slowdown slow enough, the
Control occurs, AllTermsCache JVM lock
Lists AllTermsCache expires and multiple
can cause threads end up loading
PRB1356040 excessive the cache concurrently.
flushing due
to multiple
threads loading
the cache
concurrently


description
Service For the multi-row For the multi-row variable 1. On the incident form, add the
Catalog: variable set, the set with a date field in it, 'Incident Variable Editor' UI macro on
Service date field shows if the record producer is the form layout.
Portal today's date submitted with a date
Widgets on a produced with a format other than 2. Navigate to the sc_cat_item_producer
record with the yyyy-MM-dd, the date table.
PRB1353010 com_glideapp_questionset_
variable shows today's 3. Open the entry for 'Create Incident'.
default_question_editor
date instead of the
macro date selected by the 4. Create a multi-row variable set on this.
user. This happens to 5. Create a date variable on the variable
the form that uses the set.
com_glideapp_questionset_default
_question_editor UI 6. Change the system date preference
macro in the formatter. to dd/MM/yyyy.
7. Navigate to Service Portal and open
the 'Create Incident'.
8. Select the date as any future date or
past date but not today's date.
9. Submit the record producer.
10. Come to the native UI and search for
the incident.
Notice that the date variable is showing

today's date.
Service The on-load 1. Create a catalog item.

Catalog: client script
runs multiple 2. Create a variable set with the on-load
Service
times when it is client script inside it mentioning some
Portal
defined inside text alert.
Widgets
the variable set 3. Open this item in Service Portal and
PRB1353936 mapped to the
verify that the alert is displayed once.
catalog item
4. Reload the catalog item.
Expected behavior: The alert is displayed

only once.
Actual behavior: The user needs to cancel
the alert based on the number of times the
page is refreshed.
Service The Services The Services Tree lazy

Mapping Tree lazy loading stops working
loading stops resulting in high memory
PRB1354290 working consumption on the
resulting in maps screen and
high memory maybe also on the
consumption Event Management
dashboard screen.


description
Service Variables such Fields such as reference,

Portal as reference, choice, date/time don't
choice, date/ work properly in the
PRB1349303 time don't work catalog opened in
properly in the mobile. Users are unable
catalog to edit questions of these
fields and the screen
gets stuck. This behavior
is observed in both iOS
and Android.
Service Time is stored

Portal as 00:00:00 in
record when set
PRB1350037 to a different
value
Service Using a login

Portal menu item
on a public
PRB1350485 homepage
that links to
a landing
page does
not redirect
to the correct
homepage
Service The availability 1. Create a couple of outages on a

Portfolio report is not service offering within a month.
Management returning any
outages when 2. Run the data collection job for SPM.
PRB1351475 filtered by 'This
3. Open the service owner workspace.
year by month'
4. Navigate to the service offering.
5. Open the report for the availability.
6. Filter the report by 'This year by month'.
7. Click the data points for one of the
months.
Expected behavior: Any outages in that

month should appear in the Outage tab.
Actual behavior: None of the outages are
showing in the Outage tab.
SIAM & Large result

Vendor set is returning
Management from an SQL
query for the
PRB1352651 huge vendor
data based
on the audit,
impacting the
performance
of the VLM
application


description
SIAM & If the Vendor 1. Install the VMW plugin and the Vendor
Vendor Performance Performance plugin.
Management plugin is
installed along 2. Log in with the Vendor Manager role.
PRB1352810 with the VMW
3. Navigate to Vendors and click any
plugin, vendor vendor.
managers
cannot edit
vendor fields All the fields are read only for vendor
managers once the Vendor Performance
plugin is installed.
SIAM & Vendor Score

Vendor weight not
Management adding up to
100%
PRB1353384
Software Metric attributes 1. Create two software models:

Asset are not
a. Model 1: Microsoft SQL Server
Management generated on
2009 Standard, and mention the
Professional the software
next version as 'Microsoft SQL
model when
PRB1350790 Server 2011 Enterprise', i.e. Model
entitlements
2.
are moved from
one software b. Model 2: Microsoft SQL Server 2011
model to Enterprise Create an entitlement
another of type P + SA for Microsoft Per
Core under Model 1.
2. Run the scheduled job: SAM - Create

downgrades/upgrades for a software
entitlement. Make sure that the
entitlement starts showing under
Model 2.
Notice that metric attributes are not added

for Model 2.
Software Per Core metric

Asset attribute on
Management the software
Professional model results in
incorrect rights
PRB1351128 calculation
Software The query for

Asset the spend
Management detection
Professional labeling job is
slow
PRB1352902
Software Modify the

Asset redirect route of
Management samp_license_workbench_redirect
Professional to
samp_license_workbench_redirect.do
PRB1353085


description
Software The 'Subscription Under the Additional

Asset Reclaimed conditions tab, the
Management Candidates' 'Subscription Reclaimed
Professional indicator Candidates' indicator
has the filter has the filter 'Created on
PRB1353791 'Created on This year', which should
This year', which be 'Closed on This year'.
should be
'Closed on This
year'
Software Business rule in

Asset the subscription
Management table causes an
Professional exception when
a subscription
PRB1353853 record does not
have a software
model
Source Deleting and

Control recreating a
Integration coalesced
record will
PRB1353970 delete it upon
processing
author_elective_dir
Upgrade Some upgrades After the upgrade, not

Engine fail to process all the base instance
Issues base instance apps are upgraded to
apps due to the newest version.
PRB1353652 a permission
denied error
Usage Per-User
Analytics subscriptions
need to display
PRB1352350 a message
indicating that
the user should
allocate users
to Per-User
subscriptions
Usage Usage Analytics Several outbound

Analytics calls fail with usage tracking calls fail
status code on the instances with
PRB1352539 2 and do the following: Usage
not persist Analytics send failed due
outbound to status: 2.
usage data on
the instance
since the stream
is blocked


description
VA- De-activating
Designer and re-
activating a
PRB1355182 setup topic add
it to the topics
list for requestors
VA- VA designer
Designer window doesn't
show the
PRB1355569 associated NLU
model and the
intent with it
VA-Slack When the 1. Configure the Slack adapter on a

Adapter instance is London instance.
upgraded from
PRB1352299 2. Type 'hi' and choose a topic. In
London to New
between the topic flow, upgrade the
York, Slack is
instance from London to New York.
not responding
properly in 3. Continue the topic flow after the
between the upgrade.
topic flow
Notice that Slack is not responding
properly. The message 'Darn – that didn't
work. Feel free to give it another go.'
displays.
Virtual AMB clients

Agent should not
Platform resume
conversations
PRB1352934 started on
adapters
Virtual Save the

Agent utterance in
Platform the context
for both NLU
PRB1353985 and keyword
utterances
Virtual Unable to direct

Agent the chat to a
Platform live agent after
disabling VA
PRB1355142 from the portal
header
Virtual Certain setup

Agent topics should
Platform not be shown
to users in a
PRB1355615 choice list or
the Show Me
Everything
menu


description
Virtual Virtual Agent

Agent is not working
Platform after upgrading
to New York
PRB1358644
Visual TaskThe Label field

Boards is empty in the
label_entry for
PRB1354282 label mapping
Web Attaching a Users cannot attach a 1. Access an instance via the custom
Services knowledge knowledge article to URL.
article to a a case (or any other
PRB1353971 case does not record). Clicking the 2. Open a case in Agent Workspace.
work in Agent 'Attach' button does not 3. Click Agent Assist to show related
Workspace with cause any action. knowledge articles.
the custom URL
4. Click the three dots icon and then
click Attach.
Expected behavior: The article is attached

to the case.
Actual behavior: Nothing happens.
Web Complex
Services object creation
for top-level
PRB1354008 primitive arrays
is incorrect
Workflow Remove
unnecessary log
PRB1351107 messages
Workflow The time period

in the stage no
PRB1354687 longer appears
by default for
the legacy
renderer
Other New York Patch 1 information
Activate a language
I18N: Korean Translations (available)
I18N: Norwegian Translations (new)
I18N: Swedish Translations (new)
Integrating with the SAP SuccessFactors

You can also elect to synchronize employee to-dos so that employees can view and complete
their to-dos from either system. For example, employees would be able to view and complete
their SuccessFactors to-dos in the Employee Service Center.

Fixes included
Unless any exceptions are noted, you can safely upgrade to this release version from any of the
versions listed below. These prior versions contain PRB fixes that are also included with this release.
Be sure to upgrade to the latest listed patch that includes all of the PRB fixes you are interested in.
• New York security and notable fixes
• All other New York fixes
New York security and notable fixes

The New York Early Availability release contains important problem fixes.
New York was released on July 25, 2019.

Build date: 07-16-2019_1636
York.
ServiceNow mobile.
Security-related fixes
New York includes fixes for security-related problems that affected certain ServiceNow®
applications and the Now Platform®. We recommend that customers upgrade to this release for
the most secure and up-to-date features. For more details on security problems fixed in New York,
refer to KB0754195.
Important fixes in New York
The following problems and their fixes are ordered by potential impact to customers, starting with
the most significant fixes.

description
Instance The clone After a clone, Safenet

Automation reEncryption is unable to re-encrypt
operation fails when the table is
PRB1290818 sys_encryption_context,
the column is
encryption_key, and
the name is 'Encrypted
Export Attachment'
because the field has a
read-only sys_policy.


description
List v2 In List v2, On related lists in List v2, 1. Log in to a base system where this
related list and if User A personalizes issue is occurring.
PRB570571 embedded list the related list, User B
personalizations can see the change. 2. Add the same set of roles to two
KB0522575
are not working, However, if User B tries to different users.
and the related reset to default, it does For more information, see the product
list layout is not allow this. In addition, documentation topic Assign a role to a
cached against forms and related lists are user.
the user role cached per the user role.
instead of the When User A personalizes 3. As User A, configure the list layout.
individual user the related list on a form, For more information, see the product
all other users with the documentation topic Configure the list
User A role can see the layout.
personalized form.
4. As User B, navigate to the same list.
Notice that the list layout is personalized by

User A. Also notice that Reset to Column
Defaults only appears when that user has
already personalized the list.
Import / The features Refer to the listed Known Error KB article for
Export 'Test details.
connection'
PRB1331240 and 'Browse' in
KB0743756 LDAP can time
out, and the
LDAP monitor
may show the
connection
status as 'Not
Connected'


description
Email The scripted Performing scripted 1. Define an Email Client Template with
evaluation of evaluation of the To, Cc, the following values:
PRB1321771 the To, Cc, Bcc, Bcc, From, and Reply
• Table: incident
KB0722879 From, and Reply to values in the email
to values in the client template or email • Any one of To, Cc, Bcc, Reply to,
email client client does not execute From (London and Kingston) fields:
template does correctly. In some
not work cases, it displays 'Invalid javascript: (function()
function definition'. {
return
'test.user@example.com';
}());
2. Open the Email Client from an active

incident.
An error message 'Invalid function
definition' is displayed.
3. Alternately, add the following script to
the To, Cc, Bcc, Reply to, From fields:
javascript:
gs.getProperty('glide.email.username'
Notice that no values are populated.


description
Transaction Tomcat counter Some of the symptoms

and does not on an affected node:
Session decrement
• Requests are not
Management properly,
processed, causing
causing the
PRB1319553 node not the UI unusable.
reachable or UI • Many exception
unusable messages in the
logs, such as EOF,
IOConnectionTimeout,
CloseChannelException,
or Broken Pipe.
• Perform a heap
dump and inspect
the LimitLatch object
to see the count
value. If it's 10,000, the
issue is occurring.
• Inspect the
xmlstatsduration
on BigData. If the
value is high for a
long time and the
histogram looks like
a solid rectangular
block, it represents a
high response time.
• A large number
of requests and
response objects hold
the majority of heap
memory.
Service Assigning the Refer to the listed Known Error KB article for
Catalog variable to details.
null causes
PRB1335246 java.lang.
KB0748703 NullPointerException
and can result
in variables not
displayed on
lists/reports


description
Reporting Accessing a Accessing the results 1. Navigate to Reports > View/Run >
public report of a public report from Create a Report.
PRB1204046 of the type the type 'List' causes
2. Create a report from the incident
KB0656974 'List' deletes the default record from
the default the sys_ui_list table to table with the type 'List'.
record of the be deleted. Any list 3. Click Save.
report table layout configured by
from sys_ui_list, the administrator is lost. 4. Click the drop-down next to Save to
causing the In addition, a record is click Publish and Copy Public URL.
default list for a created by the guest 5. Open an incognito window to make
table to revert user on the sys_ui_list sure there are no active sessions in the
to its system- table with an empty system.
generated 'View' field.
version 6. View the URL copied in Step 4 and
close the browser.
7. Refresh the list from Step 3.
The task list is no longer there.


description
Knowledge Non-admin The issue is identified 1. Verify if the instance has any ACLs that
Management users are unable when migrating from satisfy the following filter condition:
to see some Knowledge v2 to v3. It
PRB1323922 knowledge can cause permission a. Navigate to https://
<instance_name>/
KB0724514 fields or unable issues for non-admin
to make some users on some of the sys_security_acl_list.do (or Access
changes in the kb_knowledge fields control list from Navigator menu)
knowledge depending on the b. Add the following filter condition
article after field level ACLs on for the list view:
migrating to kb_knowledge. Here are
Knowledge V3 two symptoms: • Name "starts with" "kb_"
• Description "contains" "ACL
• Non-admin users has been created by the
are unable to see Knowledge Management V3"
some fields in the
• Advanced "is" "true"
knowledge list or
form. • If any record exists, verify if
any ACL contains script in the
• Non-admin users
following pattern:
are unable to make
changes to the • new
knowledge record. KBKnowledge().canRead/
canWrite/canCreate/
canDelete (without answer
=)
2. If any record exists, the instance may

be impacted by this issue.
3. This issue's symptoms are:
• Log in as "non-admin" user
with contribute access to any
knowledge base
• Navigate to kb_knowledge_list.do
• Verify if any column like short
description, number shows blank
values
• OR
• Try to update the kb_knowledge

record
• Refresh the page.
The recently updated changes are not

persisting.
Platform When users Users experience Refer to the listed Known Error KB article for
Performancehave a large slowness after logging in details.
number of open when they have a large
PRB1274858 chats, they number of open chats.
KB0717049 experience This may vary from 5 to
slowness after 10 seconds of delay to 1
logging in or 2 minutes depending
on the number of chat
records.


description
Service Slow 'discovery. The processing Refer to the listed Known Error KB article for
Mapping device.complete' of Discovery's details.
event 'discovery.device.
PRB1319185 processing, due complete' events is slow
KB0720648 to checkSwitch for certain devices. This
function in can cause a general
VMLayer2ConnectionStrategy
instance performance
issue if they cause a
hold-up or slowdown of
event processing.
Event The alert query The alert rate has been

Management job is causing increased to reach 15
out of memory alerts per minute.
PRB1328549 errors and is
stuck on high
rate of alerts
and big CMDB
topologies
Lists Warnings in 1. Log in to an instance as the

instance logs: administrator.
PRB1282493 'org.mozilla.javascript.Ecma
2. Navigate to logs.
KB0721365 Error: "i" is not
defined'
The repeated log messages are seen:
'org.mozilla.javascript.EcmaError: "i"
is not defined. Caused by error in
sys_ui_context_menu.5333d89053301300
edf6296906dc3483 at line 10.'
Upgrade Navigator The navigator is blank Refer to the listed Known Error KB article for
Engine missing due to after upgrading from details.
Issues upgrade an instance where the
Templated Snippets
PRB1333005 plugin is active.
KB0749551
Knowledge The kb_search 1. Navigate to Service Portal.

Management page does not
load 2. Try to access the knowledge search
PRB1325588 page URL: /sp?id=kb_search.
KB0725784 Notice that the page does not display.
The widget keeps loading indefinitely.
3. Hold down the Ctrl key and right-click
the page.
4. Select Widget Options Schema.
5. Close the pop-up window.
Notice that the page is displayed.


description
MID Server Discovery Shazzam Probe gets Refer to the listed Known Error KB article for
Schedules end stuck on HTTPS scanner, details.
PRB1320230 up 'Canceled' blocking all other worker
KB0720860 because all MID standard threads.
Server threads
are blocked by
Shazzam and
DNS probes,
due to HTTPS
port probes
getting stuck
Workflow Workflows are Workflows are not

not triggered triggered intermittently
PRB1329089 on the records on the records such as
after the REQ, RITM, and CHG
upgrade after the upgrade.
Service Unable to Refer to the listed Known Error KB article for

Catalog update catalog details.
tasks if the
PRB1325867 'Email' or 'URL'
KB0728538 type variables
are present in
the variable
editor
Service Service Portal When users have a 1. Create a catalog item (optional).
Portal only accepts different date format
the 'yyyy- other than 'yyyy-MM-dd', 2. Create a variable in it as the type of
PRB1332227 MM-dd' date any UI policy for past and date with the name start_date.
KB0747365 format and the future date validations 3. Create a UI policy with the following
'HH:mm:ss' time fails in Service Portal. condition:
format to trigger
the UI policy When to run : [start_date]
[before] [today]
Run Script : True
Execute If true:
function onCondition() {
alert('true case: before
today');
}
4. Set the date format of the logged in

user to YYYY-MM-DD.
5. Navigate to Service Portal, and set
some date prior to today.
Notice that the alert appears.
6. Set the date format to DD/MM/YYYY.
7. Navigate to Service Portal, and set
some date prior to today.
Expected behavior: The alert should

appear.
Actual behavior: The alert does not
appear.


description
SkyNow An error When users access Refer to the listed Known Error KB article for
Mobile - occurs on the the activity stream on details.
Backend ServiceNow the ServiceNow Agent
Agent mobile mobile app, an error
PRB1332524 app when users occurs if there are 'Sent/
KB0744545 access the Received Emails' entries.
activity stream
Forms and When users Attachments in Microsoft 1. Open a pre-Madrid instance using the
Fields download an Edge (found on 42.171) MS Edge browser (Windows 10).
attachment are downloaded as
PRB1281582 using Microsoft sys_attachment.do 2. Navigate to an incident form.
KB0714660 Edge, the instead of their correct 3. Upload a properly named file as an
message at names and extensions. attachment.
the bottom Once the file is
of the page downloaded, it is saved 4. Attempt to download the file.
calls the file as 'sys_attachment.do'. Notice that regardless of the attached
'sys_attachment' Due to this, the file file name, the prompt at the bottom of
instead of its cannot be opened in the the page shows 'What do you want to
actual filename system, and the name do with 'sys_attachment.png''.
and the extension have
to be changed manually 5. Navigate to any record that has an
to access them. attachment.
6. Download the attachment.
You will get a pop-up window to save
the document 'sys_attachment.do'.
7. Navigate to the folder where the
attachment is saved.
Notice that the file is saved as

'sys_attachment.do' instead of the
correct file name and extension. The file
cannot be accessed because the system
identifies the extension as *.do, which is not
recognized.
Email SLAs are not The task_sla is not Refer to the listed Known Error KB article for
attached attached when a task is details.
PRB1329356 automatically created from an inbound
KB0744354 when an email action even though the
comes in and a start condition matched
ticket is created the SLA definition. It only
gets attached when an
update is made on the
task.


description
Service The reference This issue is occurring 1. Log in to a Madrid instance.

Portal search is not intermittently.
loading in 2. Update the reference qualifier of the
PRB1321470 Service Portal parent field in the alm_asset table to
simple.
KB0744537
3. Open any record of the alm_hardware
table in the Service Portal view.
4. Click the parent field and type Apple
MacBook.
Notice that the following message displays:

'Searching.…'.
Service The date The date picker doesn't Refer to the listed Known Error KB article for
Portal picker for the close even after details.
glide_date choosing a date and
PRB1318204 field does not users have to click
KB0725005 automatically outside for the date
close when picker to close.
selecting a date
Forms and The 'Personalize Users cannot close the Refer to the listed Known Error KB article for
Fields Form' and 'More 'Personalize Form' and details.
options' pop-up 'More options' pop-up
PRB1318042 lists cannot be lists by clicking the icons
KB0744640 closed again or clicking outside
the lists.
Lists Non-admin When users personalize a Refer to the listed Known Error KB article for
users can list, if they click OK before details.
PRB1326698 create global the list selections load
KB0726464 lists with the and the value '--' is the
available only value present on the
fields in the right, a new global list will
alphabetical be created and is visible
order when for all users.
personalizing
the list layout
Event The event

Processing claiming is slow
when trying to
PRB1239891 support claims
on multiple
queues at the
same time
Templates In a template, If the glide list field uses a Refer to the listed Known Error KB article for
setting a glide choice list and does not details.
PRB1114486 list type field reference a table, users
KB0696752 with choice cannot select any value
values results in the template. It shows
in a 'not found' the standard reference
pop-up with list modal with a broken
a null URL URL.
(null_list.do)


description
Service If the duration

Level of an SLA
Agreement definition
is greater
(SLA) than 115 days
PRB1327989 17:46:39 hours
(equivalent to
9,999,999,999
ms), any
workflow SLA
percentage
timer activities
will finish almost
immediately
Service Issues with

Portal Service Portal
Designer and
PRB1322786 invalid portal
CSS variables
Lists The system Refer to the listed Known Error KB article for
generates details.
PRB1322353 'loadRow failure'
KB0726343 warnings when
users execute
certain lists
for the first
time after the
upgrade
Service The following Refer to the listed Known Error KB article for
Portal error occurs details.
when opening
PRB1250935 a non-form
KB0749086 Service Portal
page: 'Unable
to submit form,
g_form is not
defined. A valid
form must be
open before
setting values'
Event During the Refer to the listed Known Error KB article for
Management upgrade from details.
Kingston to
PRB1258563 London, if
KB0714146 the Event
Management
plugin is
activated, there
can be skipped
errors related to
sys_hub_action_type_definition
files


description
Application The banner 1. Navigate to 'Basic Configuration UI16'.

Navigator image cannot
be changed in 2. Define a new image for 'Banner image
& Banner
Madrid for UI16'.
Frame
3. Save.
PRB1328367
4. Refresh the page.
KB0727700
Notice that the default logo is still
showing.
5. Navigate to 'Basic Configuration UI16'
again.
Notice the banner displays. However, the

banner comes back when the page is
refreshed.
Service Variable with No values are displayed 1. Create a reference type catalog
Catalog a tree picker for a Reference variable.
attribute doesn't catalog variable
PRB1321520 show any results when the variable a. Choose the reference as
'Category [sc_category]'.
KB0723666 if a reference has 'tree_picker=true'
qualifier is attribute. b. Reference Qualifier: Simple
applied
c. Reference Qualifier Condition:
'Active' 'is' 'True'.
2. Set the variable attribute

'tree_picker=true'.
3. Submit the variable.
4. Click Try It for the catalog item.
5. Click the magnifying icon for the
variable.
The pop-up does not show any results.
Forms and The correct After the sys_popup 1. Navigate to the incident_list record.
Fields sys_popup view configuration, the
view is not customized sys_popup 2. Configure the sys_popup view for
PRB1326749 displayed for view is not displayed sys_user.
KB0749057 the reference when users click the 3. Navigate to any existing incident (the
fields after the reference fields icon to default view) and click the Assigned To
configuration preview the record. It reference icon.
only works when the form
is in the default view. The sys_popup view of the sys_user
view appears.
4. Change the incident to the Major
Incidents view and click the Assigned
To reference icon.
Expected behavior: The sys_popup view

should appear.
Actual behavior: The sys_popup view is
showing only for the default view of the
form.


description
Change The Conflict When the 1. Make sure the Change

Management Calendar UI system property Request Calendar
Conflict action does not 'glide.sys.date_format' [com.snc.change_request_calendar]
Detector work if glide.sys. is not set to the default plugin is active.
date_format is 'yyyy-MM-dd', after users
PRB1333589 not set to the click Conflict Calendar 2. Change the system property
glide.sys.date_format from the default
KB0745577 default 'yyyy- on a change_request
MM-dd' record, the Conflict 'yyyy-MM-dd' to 'dd/MM/yyyy'.
Calendar page opens 3. Open a CHG record with CI and
but no information is populate the start date and end date.
displayed.
4. Click Conflict Calendar.
Notice that the Conflict Calendar page

opens but never loads. Also, instead of the
current date being displayed at the top as
'Wednesday, 27 March 2019', the following is
displayed: 'undefined, Nan undefined Nan'.
Forms and Images cannot The Insert/Modify dialog 1. Create/open a KB article.

Fields be replaced, is used by TinyMCE
previewed, and wiki text fields. The 2. In TinyMCE, click the 'Insert/edit image'
PRB830143 resized, or dialog does not replace, icon.
KB0743844 updated preview, resize, or 3. For the Type field, select 'Image
properly update images properly; Library'.
and console errors
are generated when 4. Select an image from the library, and
updating an existing attach.
image from TinyMCE. 5. Return to the record, and select the
image you just added via Image
Library.
6. Click the 'Insert/edit image' icon.
Notice that the preview of the image is
not shown, and the size is editable but
the Save button is grayed out.
7. Select a new image using the
magnifying glass icon.
Notice that the preview updates but the

size is incorrect. The following error appears:
'Uncaught TypeError: Cannot set property
'value' of null'.
Persistence DBNamesCheckerWhen tables are

cache flush dropped as part of a
PRB1323070 causing maintenance operation
transient and the sys_dictionary
performance and sys_db_object tables
degradation/ records are altered, this
semaphore results in a cache flush
exhaustion of the DBNamesChecker
when multiple cache which then
sys_dictionary causes slow queries
records are and performance
updated/ degradation as it is
deleted rebuilt by all the nodes.


description
Lists 'Omit new Refer to the listed Known Error KB article for
condition' does details.
PRB944753 not work
KB0696749
Persistence String fields Emojis are supported Refer to the listed Known Error KB article for
are truncated by the String (Full UTF-8) details.
PRB1289739 when an emoji type. If an emoji is used
KB0696765 is inserted in the regular String type,
the string is truncated.
Email Quick messages Quick messages do not 1. Create a table in a quick message
do not render render accurately in the that has two rows and one column.
PRB1327655 accurately in email client template.
2. In the first row, type Thank you for
KB0746840 the email client The <div> tags are
template inserted around the new replying to this email. in
line characters. one line and We will get back
to you soon enough. in another
line.
3. In the second row, type Regards, in
one line followed by the name of the
agent in another line.
4. Open an existing case record or
create a case.
5. Click the Email button in the upper
right tab of the case form.
6. Select the quick message you just
created.
Notice that the rendering is incorrect as

the <div> tags are incorrectly added in the
email.
Change Incorrect When all the risk

Management message conditions are inactive
Risk shows up on and a risk assessment is
Assessment the Change taken, the message 'No
Request form matching Risk Conditions
PRB1334026 - Risk and Impact
unchanged' shows up on
the form. However, the
message should not pop
up because users are not
using the risk conditions.
Discovery The Discovery The 'discovery_device 1. Have a network switch or other CI with
schedule _history' records are multiple IP addresses on one device.
PRB1319717 cannot progress deleted for devices with
2. Include the network switch in a
KB0722882 if it encounters multiple IPs. As a result,
a device with the Discovery schedule Discovery schedule.
multiple IP fails to complete during 3. Run the Discovery schedule.
addresses the execution.


description
Forms and Unable to 1. Open any catalog item, for example,

Fields update or 'Apple iPad 3'.
delete the
PRB1316118 icon/picture 2. Upload a new image for the item icon
or picture.
KB0721945 after copying a
catalog item 3. Save the catalog item.
4. Click the Copy button on the catalog
item form.
Notice that the picture for the newly

copied item is not editable. The
attachment record associated with the
new catalog item does not have the
correctly linked sys_id. It still references the
old catalog item.
MID Server The MID Server The batch file for 1. Install a MID Server using the installer,
'start.bat' fails starting a MID Server and start it.
PRB1330396 to check if ('start.bat') attempts to
2. Edit the agent/conf/wrapper-
KB0743123 a Windows create a new service
Service already for the service name override.conf file to change the value
exists for the given in the wrapper- of the wrapper.name parameter
installation override.conf file, if it (perhaps to the default 'snc_mid'
folder before doesn't already exist. Windows Service name).
creating It does not first check 3. Run start.bat.
another service if there is already an
existing Windows Service
with a different service Notice that now you have two Windows
name for the same Services with the same display name and
installation agent folder. both running for the same MID Server
installation folder.
Change The risk is not When the Change If you are using the original Change
Management evaluated Management - Risk Management - Risk Assessment [Legacy]
Risk for Change Assessment plugin is plugin (com.snc.change.risk_assessment):
Assessment Management - activated and there are
Risk Assessment no active risk conditions, 1. Set all risk conditions to be inactive.
PRB1331270 when there are the risk is not evaluated. 2. Create a change request with the
KB0743775 no active risk The following message category Hardware and the risk set to
conditions appears: 'No matching High.
Risk Conditions - Risk and
Impact unchanged'. 3. Fill out the risk assessment and set the
last option for every question.
4. Submit.
If you are using the new Change

Management - Risk Assessment
plugin (com.snc.change_
management.risk_assessment):
1. Deactivate all risk conditions.
2. Navigate to any change request that
matches a risk assessment.


description
Change The removal of The Change

Management the demo data Management -
also removes ATF Tests plugin
PRB1331188 the ITIL role (com.snc.change_management.atf)
has a file that includes
the 'itil' sys_user_role
record as the demo
data. Therefore, when a
user requests the removal
of the demo data, the
ITIL role is removed from
the instance.
Discovery The PowerShell Windows Discovery takes Refer to the listed Known Error KB article for
script queries a long time to complete details.
PRB1308592 the registry and has errors such as
KB0744972 slowly when 'PowershellProcessRunner
running was interrupted to
'Windows complete in 600 seconds'
Classify' and in the classification
'Installed phase.
Software'
Application In List v3, 1. Activate List v3.

Navigator dragging a filter
to favorites does 2. Navigate to any list.
& Banner
Frame not work 3. Drag the filter to favorites.
PRB1315340
Notice that nothing happens.
KB0717294
Forms and The UI property The scroll down feature

Fields glide.ui.scroll_to_message_field
is expected to work with
does not the error message. The
PRB691557 work properly glide.ui.scroll_to_message_field
with void property determines
showFieldMsg whether the form scrolls
(input, down to a field when
message, type, an error message is
[scrollForm]) displayed below it.
Journal fields associated
with the activity stream
are a little different
than most other fields
because there can be
multiple fields but only
one displayed at a time,
with a toggle available
to switch between the
different fields. The
property does not work
for these fields.


description
Service Labels are not Refer to the listed Known Error KB article for
Catalog: displayed for details.
Service the check box
Portal in Service Portal
Widgets
PRB1312685
KB0715811
Automated Users with the Users with the 1. Activate the Explicit Roles plugin.
Test snc_internal or snc_internal or the
2. Confirm that the user Abel Tuter only
Framework the snc_external snc_external role do
role do not not have access to has the snc_internal role.
PRB1334120 have access to VariableQueryParser and
3. Create an ATF test.
KB0748489 VariableQueryParser
ATFQueryParseAjax script
and ATFQuery includes, preventing the 4. Add the following test steps:
ParseAjax script 'Set the variable values' a. Impersonate Abel Tutor.
includes test step from working in
ATF. b. Search for a catalog item using
the search term Laptop, and
confirm that the search returns
'Developer Laptop (Map)'.
c. Open the catalog item Developer
Laptop (Mac).
d. Set the variable values as follows:
• Adobe Acrobat: true
• Additional software
requirements: false
5. Run the test and ensure that the

Client Test Runner screenshot mode is
'enable for all steps'.
Expected behavior: On the catalog item

form, Adobe Acrobat is checked and
Eclipse IDE is unchecked.
Actual behavior: On the catalog item form,
Adobe Acrobat is not checked and Eclipse
IDE is checked. The following warning
appears in the logs when executing
the step to set the variable values:
'Security restrictions on script include:
VariableQueryParser'.


description
Change CAB When a dot-walked field Refer to the listed Known Error KB article for
Management Workbench is added to the CAB details.
Change Workbench Change
PRB1321374 Request Request form view, the
KB0723621 form does field value does not
not support display correctly in the
dot-walked CAB Workbench. The
fields, which error 'Cannot read .value
causes the of undefined' is displayed
error message in the JavaScript
'Cannot console.
read .value
of undefined
(task[fieldName].value)'
MID Server Windows When the MID Server is Refer to the listed Known Error KB article for
Discovery configured to use WMI, details.
PRB1328998 Probes that
when a Discovery Probe
KB0727945 use Powershell that tries to execute a
Remote Powershell script on the
Execution target, script execution
framework may may be blocked by the
be blocked target's ExecutionPolicy
from executing settings. For short scripts,
Powershell the script does not need
scripts on the to be copied to the
target target and invoked
through Powershell, so
short scripts should be
able to be run without
requiring changes to
ExecutionPolicy on the
target.
Additionally, anti-
viruses may block
the script execution.
The Powershell
command is run with
EncodedCommand to
encode the parameters
with MD5, and that
is seen as potentially
malicious by Anti-Virus
software, including
Crowdstrike. This is in
addition to using the
$admin share and
executing from the Temp
folder, which can also
be considered indicators
of potentially malicious
code. This is a false
positive, but will prevent
that probe from running.

Other notable New York fixes

description
Activity The attachment Attaching a KB article 1. Open an existing incident.

Stream of articles is after posting the
not working additional comments is 2. Navigate to the Comments and Work
PRB1317377 properly concatenating the KB Notes tab and add an additional
articles and the previous comment.
KB0750489
additional comments Notice that the additional comment is
posted. added to the notes area.
3. Search for an article and attach the
article to the incident.
Notice that the new update looks like:
[Additional comment added in Step
3> + [knowledge article>.
4. Search for another article and attach
the same.
Notice that the new update looks like:

[Additional comment added in Step 3>
+ [Knowledge article added in Step 4> +
[Knowledge article added in Step 6>. And
this continues in a loop.
Activity The 'Show More' The journal field on Refer to the listed Known Error KB article for
Stream option is not the Visual Task Board is details.
visible in the truncated and does not
PRB1317990 Visual Task display the 'Show More'
KB0745578 Board (VTB) option.
if there is a
numbered list
Activity When an HTML When the property

Stream field containing glide.ui.escape_text is set
a <style> tag is to true, if an HTML field is
PRB1319070 added to the updated with the <style>
activity stream, tag and it is added to
it is applied to the activity stream, the
the entire form style is applied to the
entire form.
Activity A warning
Stream message is
displayed in the
PRB1324741 log table for the
user preference
'glide.ui.sys_user
_group.stream_input'


description
Agent Templates do When creating and 1. Impersonate 'System Administrator'.

Workspace not appear using templates on
on Agent Agent Workspace, 2. Open any incident record.
PRB1328336 Workspace they do not appear 3. Create an Agent Workspace form for
KB0745020 unless it is unless the user field on the incident table.
assigned to the the template form is
user filled out. This means 4. Create a template against the
they must be assigned incident table where the User field is
individually. Group and empty.
global templates do not 5. Open Agent Workspace and open an
appear. incident record.
6. Click the Templates tab within the
incident record.
Expected behavior: The newly created

template should appear.
Actual behavior: Group or global
templates do not appear.
Antivirus The Updated 1. Navigate to a record that has

Scanning and Updated attachments.
by fields of
PRB1343109 a record are 2. Check the Updated and Updated by
updated if the fields.
attachments 3. Click view for one of the attachments
in the record in the record.
are viewed or
downloaded 4. Check the Updated and Updated by
fields again.
Expected behavior: The Updated and

Updated by fields should not change.
Actual behavior: The Updated and
Updated by fields are updated to the
current time and current user.
Application Choice Language values are

Installation elements overwritten to 'en' for
Engine always have an the choice field when
English value installing a scoped app
PRB1308189 when installing on a new instance.
a scoped app
on an instance


description
ApplicationThe application The application 1. Log in to a Madrid instance.

Navigator navigator fails navigator shows the
to load the loading circle spinning 2. Type sys_app_module.list in the
& Banner
page due to and fails to load the filter navigator and press Enter.
Frame
the malformed page. 3. Open an application module that has
PRB1324918 link type URL
the link type 'URL (from Arguments:)',
KB0725232 for example, 'Problem Properties'.
4. Type a malformed single '%' separator
character into the URL instead of '%20',
for example, between 'Problem' and
'Management'.
5. Navigate to the homepage and
refresh.
Notice that the application navigator goes

into a loop showing the loading circle
spinning and fails to reload the page.
ApplicationIf accessibility 1. As the admin, navigate to System

Navigator is enabled, an Definition > Application Menus.
& Banner icon from the
application 2. Disable all application menus which
Frame
navigator is an ESS user would see.
PRB1328032 visible even
Normally these are the ones with
KB0743969 when a user snc_internal as the role or with no roles.
cannot see
any modules 3. Impersonate as an ESS user and verify
and the filter is that the filter navigator is hidden.
hidden 4. In General Settings, enable
Accessibility.
5. Refresh the homepage.
Expected behavior: You should not see the

'all apps' icon.
Actual behavior: You can see the 'all apps'
icon.
Application The navigator The CMS page is

Navigator appears on observed sporadically
& Banner the left of the with navigator when
Frame login page the user logs in to the
even though backend instead of the
PRB678739 users have not default navpage.do.
logged in to the Sometimes, the login
instance page is observed with
the navigator on the left
even though the user
does not log in to the
instance.
Approvals Users without

any roles
PRB1333336 cannot see the
preview of the
item they try to
approve


description
Asset Assets are auto-

Management created for
non-expected
PRB1332050 model
categories after
the upgrade
The AMB Java
Asynchronous Refer to the listed Known Error KB article for
Message Client of the details.
Bus MID Server
sends requests
PRB1325392 to subscribe
KB0726561 with null Glide
sessions
The session
Authentication This issue happens when 1. The environment setup in VM:
timeout the system locale is in
PRB1176938 message is Japanese on the OS a. Log in to the ServiceNow
garbled when level. corporate VM.
the language of b. Navigate to Control Panel >
the message is Clock, Language, and Region >
set to Japanese Region and Language.
The format is set to English (United
States), and the location is set to
United States.
c. In the Administrative tab, click
Change system locale.
d. Choose Japanese (Japan) as the
current system locale.
2. The instance setup and the steps to

reproduce:
a. Log in to the instance, and
uncheck the 'Remember the
password' box.
b. Install the plugin i18Njapanese.
c. Navigate to sys_property.list,
then navigate to
glide.ui.session_timeout.
d. Set the value to one minute and
save.
e. Navigate to sys_user, and search
'guest'.
f. Change the language to
Japanese.
This will show the session time out
message in Japanese.
g. Wait for one minute.
Notice that the session time out message is

garbled.


description
Collision
Authentication
- SSO detection errors
appear when
PRB1314824 activating the
Integration -
Multiple Provider
Single Sign-On
Installer plugin
Automated ATF tests The wait mechanism gets Refer to the listed Known Error KB article for
Test run slowly stuck and the test fails details.
Framework taking several due to the timeout.
minutes, and
PRB1320878 the message
KB0743737 'Waiting up to
60 seconds for
page to be
calm' displays
while processing
Change When the

Management change request
Conflict conflict status
Detector is 'No conflict',
any other
PRB1348094 infoMessages/
ErrorMessages
will be cleared
on form load
Change The Change The Change Schedules

Management Schedules landing page keeps
landing page loading without
PRB1325875 keeps loading any response.
without any NullPointerException
response errors are also generated
in the log file if the owner
of one of the change
schedule definitions does
not exist in the sys_user
table.
Change Using the

Management accept/
decline/
PRB1329048 tentative
options to
respond to a
CAB Meeting
invite no longer
updates the
Attendance
field on the
appropriate
attendee
record


description
Change The change risk The change risk

Management assessment is assessment is using a
Risk using the actual sum of actual values.
Assessment value instead However, it should use
of the weighted a sum of actual values
PRB1294688 value multiplied by each
question's weight.
Chat If a Connect If a Connect Support 1. Start a new Connect Support

Support conversation that is conversation.
PRB1236689 conversation being transferred is
that is being closed before the 2. Accept the chat and send messages
transferred receiving agent accepts back and forth.
is closed it, the conversation 3. Click the Connect action Transfer and
before the comes back after a select a person in that queue.
receiving agent page refresh even if it is
accepts it, the closed by clicking the X 4. Before the other agent accepts, click
conversation icon. the End Chat button as the end user or
comes back the agent in the $c.do window.
after a refresh 5. As the agent, click X next to the
conversation to remove it from the
conversations list.
6. Refresh the $c.do page.
Expected behavior: The conversation

should be gone since it is closed.
Actual behavior: The conversation comes
back even if it is closed. You need to
set the live_group_member record to
inactive and set 'visible' to false to make
the conversation go away.
Chat In UI15, When users use Connect Refer to the listed Known Error KB article for
Connect Chat Chat in UI15, the details.
PRB1282088 conversations messages between users
KB0714805 do not show do not appear in the
new messages chat window.
or the message
history
Chat When an 1. Initiate a chat from a chat queue by

incident/case impersonating Abel Tuter.
PRB1324734 is raised from a
chat, the chat 2. Impersonate the queue agent from
entries logged another browser and accept the chat.
in the incident 3. Add some comments and then raise
activity are an incident using the 'Create incident'
duplicated action in the chat.
4. Save the incident.
Notice that the activity has duplicated

entries for the chat.


description
Chat The Connect 1. Install the plugin Connect Support with

sound the demo data.
PRB1332090 notification for
2. Navigate to sys_properties.list,
KB0748053 users entering a
support queue and search the name
is not working 'glide.connect.support.enter
_queue_audio_alert'.
3. Change the value to true, and save
the record.
4. Navigate to the chat queue.
5. Open the same instance in another
browser or a new incognito window
and impersonate as an agent, for
example, David Loo.
6. Make sure the Connect audio
notification is set up from the system
gear icon.
7. In the user's Connect queue window,
type something for the chat.
Notice that there is no sound notification

on the agent's side when the chat is
opened.
Cloud The server type

Management and the version
Application are not being
passed to the
PRB1317589 MID Server
Cloud When Cloud When Cloud Discovery Refer to the listed Known Error KB article for
Management Discovery runs, runs, the system log table details.
Application error messages is flooded with this error:
appear in the 'Failure occurred while
PRB1321557 system log table scrubbing logs returning
KB0722349 the recieved input.: no
thrown error'.
Cloud MID Server After each Cloud 1. Set up cloud accounts.

Management memory leak Discovery schedule
2. Kick off several discoveries for the
Application due to the runs, the MID Server
accumulated memory accumulates Cloud Schedules.
PRB1322470 Camel Context until MID Server runs 3. After each discovery, take MID
KB0746255 for each call out of memory. Server Heapdump and verify
to the cloud Heapdump shows that the memory usage from the
provider that JmxBeanServer is JmxBeanServer object is increasing.
retaining references to
Camel Contexts/Routes
thus causing the leak.


description
Cloud Microsoft has Azure Cloud Billing fails

Management changed with "Response code
Application Azure Billing 426: Method failed: (/
API endpoint rest/<<Enrollment No>>/
PRB1322553 (Response code usage-report) with code:
426: Method 426". This is because
failed: (/rest/ Microsoft has changed
XXXXXX/usage- their Billing API endpoint
report)) and retired the old
endpoint. Refer to this
document for details.
Cloud Catalog Using a large data

Management variables set for the source of
Application that utilize a a Lookup Select Box
Select List type variable can cause
PRB1328679 backed by a the Service Catalog
pool in turn Item form to stop
backed by a working and potentially
table with a cause node-wide low
large number of memory and therefore
records cause severe performance
portal and degradation.
sc_req_item
record form
performance
problems
Cloud Memory 1. Run the 'AWS EC2 - DescribeSnapshots'

Management exhaustion probe/sensor in an environment with a
Application due to the large number of EBS snapshots.
'AWS EC2 -
PRB1329337 DescribeSnapshots' 2. Confirm that the resulting payload is
many MB in size.
KB0744908 discovery sensor
Notice that the corresponding 'ASYNC:

Discovery - Sensors' which runs to process
the payload uses a large amount of heap.
Condition An error occurs The following error occurs

Builder when users when users build a
build a related related condition from
PRB1203858 condition from a TPC extended table
a TPC extended using a reference field
table using a defined on the parent
reference field table: 'Syntax Error or
defined on the Access Rule Violation
parent table detected by database
(Unknown column
'sj0.parent' in 'on clause')'.
Condition When filtering When a created/ Refer to the listed Known Error KB article for
Builder a list on date updated filter is applied details.
fields and string on date fields in a list,
PRB1318504 text columns at if any additional string
KB0723683 the same time, field is added to the
the date filter is filter with the column
removed from search, the original date
the list condition filter is removed and not
builder applied in the search.


description
The
Configuration Currently, the Refer to the listed Known Error KB article for
Management identification identification engine uses details.
Database engine should the sys_class_path when
check if an querying for relationships,
(CMDB) instance has the which may cause issues
PRB1321753 sys_class_path if the sys_class_path is
in the CMDB not present in the CMDB
KB0723442 table before table(s). Therefore, the
using it identification engine
should check if an
instance has that field
before using it.
Core Large static If the static content 1. Find a large image attachment.
Platform content can being fetched is large
cause memory and is allowed via 2. Grab the sys_id of the attachment.
PRB1250818 issues glide.servlet. static_ 3. Add the attachment's sys_id in a URL,
KB0749619 content_types, it can and append it with '.iix', or something
trigger out of memory as follows: /<sys_attachment sys_id>.iix.
during scaling.
Core The 'Syntax Filter condition based on 1. Make sure that the List v3 plugin is
Platform Error or Access related list on cmdb_ci active.
Rule Violation returns no results and
PRB1255228 detected by causes an error 'Syntax 2. Navigate to cmdb_ci.LIST.
KB0687020 database' error Error or Access Rule 3. Apply a filter condition with the
occurs when Violation detected by following details in Related List
having a filter database'. Conditions:
condition based
on related list on • Table: Certification Element >
cmdb_ci Configuration Item
• State is Pending
4. Click Run.
Notice that no results are returned and

the following error message appears:
'Syntax Error or Access Rule Violation
detected by database (Unknown column
'sj0.configuration_item' in 'on clause')'.
Core The Document Refer to the listed Known Error KB article for
Platform Viewer plugin is details.
not working
PRB1259193
KB0683250
Core SessionMetricStatsListener
SessionMetricStatsListener
Platform can hold on to can hold on to a large
a large number number of references
PRB1288223 of references if session debugging is
if session enabled and if many
debugging is query, script, transaction
enabled and or other tracked patterns
left running over are captured as part
time of a transaction session
debugging.


description
Core The Wait for

Platform condition/IF
condition in the
PRB1317176 workflow fails
to work on the
date type
Core The actual class In London, the class field Refer to the listed Known Error KB article for
Platform of a CI appears (sys_class_name) drop- details.
twice in the down for CMDB child
PRB1317902 drop-down of tables shows a duplicate
KB0722899 a CI form from entry for the existing class
London incorrectly.
Core GlideElementSysClassName.setDisplayValue
Platform inefficiently
loads and
PRB1322294 compares
the label
information for
large hierarchies
Core The trigger type The trigger type value Refer to the listed Known Error KB article for
Platform for a scheduled is updated incorrectly details.
job is updated for sys_trigger records,
PRB1325834 incorrectly which leads to repeat
KB0744604 due to a race jobs being either deleted
condition or executed at the
incorrect interval.


description
Core Choices display When users configure 1. On a domain enabled instance,

Platform incorrectly in choices in a domain navigate to System Definition > Tables.
the Activities separated environment,
PRB1326424 field on a form the choices display 2. Create a table as follows:
KB0748825 incorrectly in the • Label: Care
Activities field where it • Name: u_care
shows the value or label
• Extends Table: Task
from a different domain.
3. Switch to the 'TOP/MSP' domain.

4. Navigate to System Definition >
Choice Lists, and create a choice as
follows:
• Table: u_care
• Element: state
• Label: New
• Value: 1
• Sequence: 1
5. Create another choice as follows:

• Table: u_care
• Element: state
• Label: Open
• Value: 2
• Sequence: 2
6. Create a record on the u_care table

and modify the form layout to add the
activities formatter 'Activities (filtered)'
to the form.
7. Save the record.
8. Change the state from 'New' to 'Open'
and save again.
Notice that it says 'State Work in
Progress was Open' in the Activities.
The labels do not match up with what
is seen on the form.
9. Navigate back to the two choices
created and add extra digits onto the
value for each choice, for example,
10000 or 20000.
10. Navigate back to the u_care record
and change the State field to either
'Open' or 'New'.
Notice that it says 'State (20000) was Work

in Progress' in the Activities or something
similar. It looks as though the labels are not
being found again and the current domain
is ignored.


description
Currency The widening If a var_dictionary record

of currency has the 'Currency' type,
PRB1319838 fields results in the platform will attempt
failed alters for to widen it during batch
var_dictionary commits.
currency fields
Customer Users with Refer to the listed Known Error KB article for
Service CSM roles details.
Management have restricted
access to any
PRB1326957
CSM extended
KB0727672 tables
Customer Performance Adding more Special

Service issues with Handling Notes records
Management special causes slowness when
handling notes users open case records.
PRB1329009
Dashboards The pop-up If the Dashboards/ Refer to the listed Known Error KB article for
and Home editing window Homepage widget has details.
Pages appears at a scroll bar, the pop-up
the bottom editing window appears
PRB1241182 of the page at the bottom of the
KB0717353 when users page when users edit
edit fields in a fields in the widget.
Dashboards/
Homepage
widget
Dashboards The interactive When a report on a Refer to the listed Known Error KB article for
and Home filter creates a dashboard uses an details.
Pages long URL that interactive filter that
sometimes has the option 'Apply to
PRB1321988 exceeds both database views
KB0744918 the browser and tables' selected, the
limitation, URL that is generated
producing a when users drill down
blank page a report will have the
error 'HTTP 'filter condition' string
ERROR 400' appended multiple
times.
Database The missing Refer to the listed Known Error KB article for
Indexes index on details.
sys_rollback_
PRB1302718 incremental.txn_id
KB0727160 causes slow
performance
during the
rollback


description
Delegated Users with the 1. Create a user or find a non-admin

Development'delegated_developer' user.
role get the
PRB1179433 error 'Invalid 2. Give the user the 'itil' and
'delegated_developer' roles.
KB0692666 attempt
to access 3. Impersonate the user.
[table_name]'
when opening 4. Navigate to Reports > Create New.
or creating a
record Notice that the error message occurs:
'Invalid attempt to access sys_report'.
Delegated For users Refer to the listed Known Error KB article for
Developmentwith the details.
delegated_developer
PRB1319914 role, they
KB0727863 can only see
'undefined'
instead of
the available
update sets in
the update set
picker
Delegated Users with the Refer to the listed Known Error KB article for
Developmentdelegated_developer details.
role that
PRB1332095 otherwise pass
KB0749185 the 'create'
ACL rules on
sys_update_set
are not able
to create new
update sets
Discovery The UI view The UI view 'Switch

'Switch with with Routing' does not
PRB1151762 Routing' uses comply with the naming
white space standards, which causes
in the name, related lists to not show
causing related any data.
lists to not show
any data
Discovery When a server The Windows Storage Refer to the listed Known Error KB article for
is discovered sensor shows the error details.
PRB1189849 with a Windows 'WMI Disk Drive not found
KB0728383 2016 OS, the CIs for Disk'. The Discovery
are discovered log may show 'Sensor
but the storage error when processing
devices and file Windows - Storage 2012:
systems info are WMI Disk Drive not found
not populated for Diskundefined'.


description
Discovery Provisioning 1. Start the vCenter event collector on a

of VMware busy vCenter, and pick a vCenter on
PRB1293839 virtual machines
which VMs are frequently created and
KB0713196 (VM) fails with destroyed.
duplicate
relationships 2. Let the vCenter collect events for a
when the few days.
vCenter event 3. Search for duplicate relationships
collector is between a VM and its datacenter.
active
4. Attempt to perform an action in CMP
that requires identification of that VM.
Discovery Help the Help The ECC queue records Refer to the listed Known Error KB article for
Desk creates created by the Help details.
PRB1294994 an empty the Help Desk script are
KB0743631 computer not processed if the
CI if glide. Discovery property glide.
discovery.hostname.
discovery.hostname.
include_domain include_domain is true.
is true, and A new computer CI is
leaves the ECC created but with no
input in the details. The WMILoader
Ready state ECC queue input
remains in the Ready
state.
Discovery Duplicate Duplicate Discovery

Discovery jobs schedules are triggered
PRB1298290 running after and schedulers are
the London overloaded.
upgrade
Discovery Network
adapter/IP
PRB1316422 address records
get deleted in
devices with
multiple NIC's
with the same
MAC address
Discovery When Windows Refer to the listed Known Error KB article for
Server 2019 is details.
PRB1318561 discovered, it
KB0719785 is incorrectly
classified as
a Computer
CI instead of
the Windows
Server CI, and
the Hyper-V
discovery does
not happen


description
Discovery When the Cisco Refer to the listed Known Error KB article for
switch discovery details.
PRB1320970 is aborted
KB0746795 because of the
HSRP VIP used
in the process, it
is logged as an
error
Discovery Discovery may Refer to the listed Known Error KB article for
fail to create details.
PRB1323765 unique CIs for
KB0743843 ESX servers if
they share the
same serial
number
Discovery The horizontal 1. Edit the value of fields such as

discovery for tcp_port in an MSSQL instance.
PRB1329036 the MSSQL
2. Run the horizontal discovery.
KB0728493 instance may
fail to update
certain fields Notice that the field is not updated
with the correct value even though the
discovery is successful.
Discovery The WMI

discovery of
PRB1348026 Windows fails
with the error
'Error: powershell
is required to
complete this
operation;'
or 'The result
file can't
be fetched
because it
doesn't exist'
Discovery The Windows If users use only the

discovery using service account on the
PRB1350180 the MID service MID Server service for
account fails their Windows credential
and do not have any
Windows credentials in
the credential table of
the instance, all Windows
discovery probes return
details from the MID
Server host and not the
target that is meant to
be scanned. The WMI
classify probe returns the
hostname of the MID
Server, not the target.


description
Discovery The SNMP - The SNMP - Classify Refer to the listed Known Error KB article for
Classify and and SNMP - Identity details.
PRB674382 SNMP - Identity Information probes
KB0727872 probes include include various scalar
OIDs that are and table OIDs that are
not used by the not used by their sensors.
sensors
Document Rename the Document Viewer is not Refer to the listed Known Error KB article for
Viewer 'css' folder to working as expected. details.
'styles'
PRB1338624
KB0747506
Email The recipient

fields on the
PRB1297888 email client
page (To, Cc,
and Bcc) do
not recognize
email addresses
or user names
when they are
pasted
Event The JVM is

Management restarted due
to the out of
PRB1317275 memory error
caused by
the job Event
Management
- Impact
Calculator
Trigger
Field Ajax call on Since upgrading to the

Service every form London release, UI script
Management load (UI script AppointmentBooking
- Appointment ConfigHelper
PRB1322481 Booking makes ajax call to
ConfigHelper getTranslated Messages
and ForAppBooking Config
getTranslated on every form load.
Messages This issue occurs only
ForAppBookingConfig())
when the Appointment
Booking plugin is
activated.
Flow The Flow

Designer Designer filter
widget does
PRB1333501 not work in
the Trigger
configuration
or the Lookup
records


description
Forms and Unable to 1. Create an ATF test.

Fields use previous
reference 2. Add the following test steps:
PRB1032465 values (GEM) for
• Impersonation [User: Abel Tutor]
KB0636088 GlideLists in the • Open a new form [Table: Task]
Set Field Values
• Set Field Values [Fields: Additional
step
Assignee List - Use the GEM value
from Step 2]
3. Submit the steps.

4. Reopen the Set Field Values test step.
Notice that the GEM value is gone, and the

description is shown as 'Set the values on
the form as follows: Additional assignee list
='.
Forms and Embedded MP4 1. Create a Knowledge article from a

Fields or MKV videos desktop UI.
do not play
PRB1155484 on mobile iOS 2. Attach and embed a video.
KB0717326 devices 3. From an iOS phone, log in with
the same user who created the
Knowledge article in Step 1.
4. Navigate to Self-Service > Knowledge.
5. Open the article.
In Android, the message 'Downloading' is

displayed, and then the video is played in
YouTube. However, in iOS, a blank screen is
displayed and nothing else happens.
Forms and The glide_list Refer to the listed Known Error KB article for
Fields field type details.
with choices
PRB1240707 configured
KB0718483 shows the value
of the choices
in the list instead
of the label of
the choices
Forms and Form Layout Refer to the listed Known Error KB article for
Fields allows users details.
to create
PRB1265189 duplicate
KB0717321 fields by the
database
column
name without
throwing any
error


description
Forms and The UI policy 1. Create a Date field on the incident

Fields condition form.
based on the
PRB1313002 Date field is 2. Create a UI policy in the incident as
follows:
KB0748829 incorrectly
triggered on • Condition: datefield [relative]
form load when [before] [7] [days] [ago]
the value is • Script to run if true: alert ('date too
blank in Firefox soon')
• On load: checked
• UI type (for scripts): All
3. Navigate to /sp?id=form&t
=incident&sys_id=-1.
Notice that in Firefox, the alert shows on

load. However, in Chrome, the alert does
not fire on form load as expected since
there is no value.
Forms and When the 1. Open any sc_cat_item_producer

Fields com.glide.attachment.max_size record.
property is
PRB1321004 empty, the file 2. On the form, scroll down to the
'Images (desktop view)' section and
KB0727168 limit for upload
becomes 1K click Click to add....
3. Add any .png file that is bigger than 1K
and click OK.
The following system error message pops

up: '<filename> is 3K. The maximum file size
is 1K'. The <filename> varies depending on
what file is selected. The 3K file size is the
file size used in the test.
Forms and When the 1. Open any problem record, and click
Fields Reference to the tab Reference to incident.
incident tab is
PRB1323877 selected and 2. Deactivate.
KB0750095 focused, the 3. Open an open problem record.
initial display of
the form is not 4. Using the browser developer
set to the top of tools, execute the following:
the page g_form.setReadOnly('u_incident_number.
u_internal_impacted_department',true);.
Notice that the form scrolls down to the first

section instead of displaying the top of the
page.


description
Forms and The Open When a URL contains 1. Create a report with the following
Fields record button special characters like settings:
redirects to the '<' and '>', the Open
PRB1327165 not_allowed.do record button redirects • Table: incident
KB0727005 page if the URL to the 'not_allowed.do' • Type: list
contains special page which displays • Filter: [Created] [after] [2017-01-01
characters like the message 'Security 11:00:00] (make sure to input
'<' and '>' constraints prevent some time in the value as well like
access to requested 11:00:00)
page'.
2. Save the report.
3. Navigate to any homepages and add
the report created above.
4. On this report widget added to the
homepage, click the preview 'i' icon
on any records that are listed.
A pop-up preview form is displayed.
5. Click the Open record button.
Notice that the link is redirecting to

'not_allowed.do' and that page is
displaying the message 'Security constraints
prevent access to requested page'.
Forms and Homepages When homepages

Fields and have reports on them,
dashboards every execution creates
PRB1343388 create sys_ many cache entries
cache_flush into the sys_cache_flush
entries (sys table. If a user has set
cache_related_ up many reports like this
list_user_ and they are executed
personalization, multiple times, it could
syscache_jelly_ lead up to thousands
script, of entries in the
syscache_ sys_cache_flush table
realform) and synchronization
can be slowed down
between nodes.
Forms and The mandatory A derived reference field Refer to the listed Known Error KB article for
Fields field is not on a form cannot be details.
enforced if it made mandatory.
PRB561223 is a derived
KB0524205 reference (dot-
walked field)
Forms and Saving a Within the Project

Fields project task module, there is a check
with a percent to inspect whether the
PRB754027 complete percent complete value
decimal value is between 0-100. An
generates an error occurs when the
error 'Percent percent complete value
Complete must contains a ',' (comma)
be between 0 instead of a '.' (dot).
and 100'


description
Governance,Skipped errors During the upgrade

Risk and on the 'GRC: to Madrid, there are
CompliancePolicy and files with skipped errors
Compliance related to the sn_grc,
PRB1338794 Management' sn_com pliance_pa, and
plugin during sn_grc_pa plugins.
the upgrade to
Madrid
Guided The guided Refer to the listed Known Error KB article for
Tours tour does not details.
translate the
PRB1323151 steps even
KB0743778 though the
sys_ui_message
table does
contain the
translated text
HTML Formatting issue In Jakarta, Knowledge 1. Create a Knowledge article.

Editor with Knowledge articles do not format
articles in correctly when a 2. In any text field, click the bulleted or
PRB1154045 Jakarta numbered or bulleted list numbered list icon in the tool bar.
KB0749469 is used. 3. Type in some text that is long enough
so that it wraps to a second line after
the bullet/number.
Expected behavior: The second line

indents and wraps under the line above.
Actual behavior: The second line wraps
directly under the bullet/number.
HTML Unable to add 1. Create a KB article.

Editor links to images
or videos in 2. Insert an image in the Text field.
PRB1252238 Knowledge
3. Select the image.
KB0717313 Base articles
4. Click the Insert/edit link button.
5. Fill in the URL, Text, and Target fields.
6. Click OK.
Expected behavior: Once you click the

image, it should redirect to the provided
web URL.
Actual behavior: Once you click the
image, nothing happens.


description
HTML Unable to edit In an HTML field that uses 1. Log in to the instance using the
Editor an HTML table TinyMCE as its editor that Edge browser 42.17134.1.0, EdgeHTML
cell in an HTML has a table structure, a 17.17134.
PRB1319511 field in the user is not able to click
2. Open any record form that has
KB0720010 Microsoft Edge the cells of the table to
browser edit the data. an HTML field on it which uses
TinyMCE, for example, the Text field in
kb_knowledge.
3. Try to create an HTML table within this
field (a 1x1 table is sufficient).
4. Try to click the cell of this table.
Expected behavior: The mouse cursor

would be placed within the cell and the
user is able to edit the data.
Actual behavior: The mouse cursor moves
to the bottom of the HTML table and there
is no way to edit the data in the cells unless
the source code is manually edited.
HTML Nodes run out Instances with a lot

Editor of memory of attachments in the
when users click sys_attachments may
PRB1340851 the 'Insert/edit run out of memory when
link' icon in an users try to insert a link in
HTML editor an email.
Human HR users Refer to the listed Known Error KB article for

Resources cannot edit details.
the Assignment
PRB1274476 group field in
KB0690083 the HR case list
view
Human With Restricted 1. Log in to a Jakarta or Madrid instance.

Resources Caller Access
enabled, emails 2. Make sure Notifications are set for HR
Service
do not display cases.
Management
in the activity 3. Open any HR case that has outbound/
PRB1327995 formatter in the
inbound emails generated.
HR case form
4. Add 'Sent/Received Emails' to the
activity formatter in the HR case.
5. Click Show Email Details to open the
outbound email message in the case
notes.
Notice that the error message appears: 'No

such parent record'.
Human The
Resources navpage.do
Service page cannot
Management be loaded after
the knowledge
PRB1331543 blocks plugin is
activated


description
Import / Scheduled Scheduled reports Refer to the listed Known Error KB article for
Export reports may fail configured to send details.
to add email attachments in an email
PRB1307775 attachments if may fail to add the
KB0747570 they are run at attachments if they
the same time are run simultaneously.
When the issue occurs,
the email log shows
the attachments as
processed, but the user
does not receive the
attachments in the
email.
Import / The 'Set For large

Export synchronous implementations, if the
import set' number of rows in the
PRB1323210 business rule sys_import_ set_row
causes slow table grows in the 10's
queries of millions, the base
instance index is not
sufficient to result in an
efficient query.
Knowledge Labels in the

Management Knowledge
Query Facet are
PRB1315924 not translated
Knowledge Multiple The

Management sys_index com.snc.knowledge3
records are package contains
PRB1320869 checked in to sys_index records, which
com.snc.knowledge3
can generate conflicts
during upgrades.
Knowledge New user User criteria that are not

Management criteria APIs used by any knowledge
evaluate base are evaluated on
PRB1324575 knowledge- the first article opened in
related user the session.
criteria only


description
Lists The journal field For tables that have 1. Open an incident list.
is displayed journal field records
PRB1314733 in raw HTML (Additional comments/ 2. Configure the list layout.
KB0745480 format in the Work notes) in the form, 3. Move the Work notes field to the first
list view if the when the journal field position in the list layout.
journal field is is moved up as the first
moved up as column in the list view,
the first column the content is displayed Notice that the work notes are shown in
in the list in raw HTML format. raw HTML format. If you add both journal
fields, the issue only occurs for the one
added as the first. For example, if you
add both 'Work notes' and 'Additional
comments' in the list view with 'Work
notes' as the first column and 'Additional
comments' as the second column, the
incorrect behavior only occurs for the
'Work notes' column, not the 'Additional
comments' column.
Lists After the When personalizing the 1. Open the Incident form.
London list on a related list, if
PRB1324041 upgrade, the users click OK to confirm 2. Scroll to the Task SLA related list.
KB0749647 related list the change, they are 3. Click the gear icon to personalize.
personalization presented with a pop-
shows unsaved up window confirming if 4. Add/remove a column in the
changes they want to leave the slushbucket.
page. The list change 5. Click OK.
takes effect but the pop-
up window should not
occur. Notice that a pop-up window shows up
asking if you want to leave the site.


description
Lists The reference If a reference field has 1. Navigate to the

list does not the 'tree_picker=tree' task.assignment_group dictionary
PRB633858 render if the attribute and a entry and change the view to
KB0662269 field has the dictionary override that Advanced.
'tree_picker overrides the reference
=true' attribute qualifier, the reference list 2. Add the 'tree_picker=true' attribute.
and a reference will not render when users 3. Navigate to the incident form and
qualifier click the magnifying click the magnifying glass next to the
dictionary glass icon. Assignment group field.
override
Confirm that this functionality works as
expected.
4. Create a dictionary entry for
task.assignment_group on the incident
table.
5. Check the Override reference
qualifier option and populate it with:
parent.sys_id=287ee6fea9fe198100ada7950d0b1b73.
6. Repeat Step 3.
Notice that the reference list does not
render.
7. Remove the 'tree_picker=true' attribute
from the task.assignment_group
dictionary entry.
Notice that the functionality now works as

expected.
Lists In the Microsoft In the Microsoft Edge 1. In the Microsoft Edge browser,
Edge, the browser, the width navigate to the sys_user table and
PRB908862 list collector of the list collector create a user with a very long first
variable resizes matches the width of name.
to match the the choice with the most
width of the characters, which causes 2. Navigate to Service Catalog > Order
choice with the an overlap between the Guides.
most characters list collectors. 3. Create an order guide.
4. Add a container with two list collector
variables that call the sys_user table.
5. Set a container split between the two
list collectors.
6. Click Try It.
Notice that the width of the list collector

matches the width of the choice with the
most characters. This causes an overlap
between the two list collectors.


description
List v2 If a condition 1. In an incognito browser window (the

is added to browser cache plays a role in this),
PRB1292851 a reference
create a reference variable on any
KB0717332 variable with item:
an advanced
reference • Set the reference to incident (or
qualifier, anything).
accessing the • Set 'Use reference qualifier' to
sys_ref_list of the 'Advanced'.
variable directly • Set the reference qualifier
through the URL to: javascript:'active=true' (or
results in a blank anything).
page
2. Get the sys_id of the variable.
3. Navigate to /incident_list.do?
sysparm_target=IO:
<sys_id>&sysparm_view=sys_ref_list.
Expected behavior: The list loads.

Actual behavior: The list does not load, and
the NullPointerException error appears in
the logs.
List v2 The 'Go to' list Refer to the listed Known Error KB article for
search does not details.
PRB640242 return results for
KB0714478 choice fields
such as 'State'
Live Feed ITIL users are This issue is related to Refer to the listed Known Error KB article for
not able to replies via Live Feed in details.
PRB691751 see replies to Knowledge Base articles.
KB0634453 comments When the Live Feed
on Live Feed starts, ITIL users can only
threads until see the main comments
they post but not other users'
replies in the replies. It is only after
Knowledge the ITIL users reply to the
Base articles comments can they see
the replies present in the
article.
MID Server The used Refer to the listed Known Error KB article for
memory is not details.
PRB1306945 released after
KB0721866 each run of
patterns that
execute data
parsing steps
MID Server MID Server After the Madrid Refer to the listed Known Error KB article for
issues after upgrade, an error occurs details.
PRB1331942 the Madrid in MID Server: 'Could not
KB0748912 upgrade decrypt file discovery
whitelist after sync'.


description
MID Server Long running SSHCommandLong

commands requires four commands
PRB663148 (SSHCommand to operate: one to
Long) stop start, one to poll, one
polling when to cancel polling, and
the MID goes one to complete (collect
down results/cleanup). The
polling command
has a 'repeat_interval'
parameter which causes
ProbeExecutor to handle
the output once and
send inputs once each
repeat interval. This
is set to 'processed'
when it starts the polling
process. When the MID
goes down, including
for an update restart,
the polling stops and
the probe sits there
indefinitely.
Mobile ITIL users cannot

assign tickets in
PRB1338593 the mobile app
On-call When users When users click an

Scheduling click an on- on-call schedule
call schedule tile, it should open
PRB1324237 tile, it opens the calendar of the
the first on-call schedule tile. However,
calendar in it opens the first on-call
the choice list calendar in the choice
regardless of list regardless of the tile
the tile selected selected.
Outbound The REST If a user sets the HTTP Refer to the listed Known Error KB article for
Messaging message call timeout using the details.
by MID Server RESTMessageV2.setHttp
PRB687308 does not honor Timeout(int) API for a call
KB0596172 user-specified made via MID Server, the
timeout timeout is not honored.


description
Patterns Duplication of When a load balancer Probes:

load balancer is discovered, duplicate
PRB1315162 serial numbers serial number records 1. Find a load balancer in the CMDB and
are created in the check to see how many serial number
KB0719281
cmdb_serial_number records are associated with it.
table. 2. Discover the load balancer.
After the discovery, the number of the
serial number records increments by 1.
Patterns:
1. Discover a load balancer that results
in multiple pages for the horizontal
discovery pattern.
2. After the discovery, check the number
of serial number records associated
with the CI.
The number of the serial number
records is equal to the number of
pages.
Patterns The 'Azure Refer to the listed Known Error KB article for
Database' details.
PRB1321400 pattern fails with
KB0726918 multiple issues
Patterns The 'sqlcmd' The 'sqlcmd' commands 1. Enable the Discovery plugin.
commands in 'MSSql DB On
PRB1322425 in 'MSSql DB Windows' Pattern fail 2. Configure an MID server.
KB0724287 On Windows' to authenticate when 3. Enable the pattern-based discovery.
Pattern fail the password variable is
due to the passed with quotations. 4. Add the required Windows credentials
commands' and applicative credentials for the
syntax Microsoft SQL Server.
5. Run the discovery for a Windows server
hosting the MSSQL database.
Patterns Duplicate The duplicate 1. Discover a network switch or router

cmdb_model cmdb_model is created using Patterns.
PRB1328462 created by when discovering
2. Check the cmdb_model table.
KB0745217 'Network network switches and
Devices - Pre routers. The duplicates
Sensor' are created by the Notice that it has two models created, one
'Network Devices - Pre in cmdb_hardware_ product_model with
Sensor' script. the model name found under Discovery
Definition > CI Classification > SNMP System
OIDs and one in cmdb_model with the
values returned in the pattern.


description
Patterns The AWS master Refer to the listed Known Error KB article for
account can details.
PRB1329202 only discover
KB0751493 the first 40 child
accounts due
to pagination
only working on
the first page
PerformanceThe Benchmarks Benchmarks is unable

Analytics score collection to retrieve monthly
is unable to aggregate scores from
PRB1323505 retrieve monthly the PA Scorecard API.
aggregate
scores for any
indicator in
PA Scorecard
API returning
incorrect scores
PerformanceThe CSS breaks The X-axis of the chart

Analytics for Analytics is not visible in Analytics
Hub with Hub when it is opened
PRB1331703 Chrome Version using Chrome Version 73.
73 (x-axis
missing)
Persistence Changing When committing

the column an update set which
PRB1246074 type with an includes a column type
update set change (for example,
commit does Integer to Decimal
not change the or Integer to String or
column type in Reference to String or
the database Date/Time to Date), the
when there is change is recorded at
no data in the the sys_dictionary level.
related table However, the type in the
database is not changed
even though there is no
data in the related table.


description
Persistence Using two 1. Make sure the glide.ui.list.optimize

consecutive system property is set to true.
PRB1270807 dot-walked
2. Create a List type report on the
KB0684482 fields of a
database view Incident Metric database view.
makes the
columns show Note: Instead of a report, you
empty values can also reproduce the issue
by configuring the list layout.
3. Add the Configuration item.Asset.

Location.Name and Configuration
item. Asset.Location.City fields.
4. Make sure there are more than two
records that have values for these dot-
walked fields in the incident table.
5. Add the following filter in the report:
[Configuration Item.Asset.Location] [is
not empty].
Notice that both fields are empty.
Persistence The canceled The canceled rollback Refer to the listed Known Error KB article for
table rollback leaves the context in details.
PRB1308489 leaves the the 'reverting' state. This
KB0714289 context in the makes the canceled
'reverting' state rollback impossible to
and cannot restart, rendering the
restart delete recovery tool
useless for that rollback
context.
Persistence Multiple update

actions in the
PRB1322322 rollback can
be mistakenly
identified as
conflicts, and
redundant
sys_rollback_conflicts
are recorded
Persistence Delete A high volume of records

Recovery is being tracked in
PRB1323880 shadow tables shadow tables to support
are not cleaned Delete Recovery. These
up and grow records are not cleaned
unchecked up and can grow rapidly,
which may cause
performance issues.
Persistence The revalidation

of the database
PRB1344744 pool by all
threads can
cause hung
transactions


description
Platform Removing the When a field level read

Security auto-creation of ACL is created, in most
table.* ACLs cases the ACL framework
PRB1263737 would automatically
create a table.* ACL
to cover the rest of the
fields on that table. The
table.* ACL is created
by copying the table
level ACL. In some
circumstances, this auto-
creation feature would
not create the correct
table.* ACL.
Platform The upgrade CMDB alters are

Security takes a triggered for cloned
long time to descendants and the
PRB1327990 complete same alter is triggered
multiple times.
Platform The error

Security 'Cyclicity
detected'
PRB1344207 occurs during
the upgrade,
which may
lead to the
cancellation of
the upgrade
Policy and When users add Refer to the listed Known Error KB article for
Compliancea large number details.
of profiles to the
PRB1309969 system, it takes
KB0717794 a long time
for the system
to generate
controls and
risks, and to
update all the
related links
Project Two 'Save' UI One of these buttons is

Management action buttons supposed to appear on
appear at a new record and be
PRB1256926 the same available to users who
time on the can create or update
pm_project and records on the table,
resource_plan and the other button is
tables supposed to appear on
an existing record and
be available to users to
create or update the
records. However, both
of these two buttons
appear when users load
a new record (before
inserting).


description
Project Users without Users that do not have Refer to the listed Known Error KB article for
Management the write access the write access to a details.
cannot view program cannot view
PRB1311406 the program the program in the
KB0743545 in the Program Program Workbench. The
Workbench Workbench redirects to a
404 error page.
Project Project tasks The status of PPM

Management created from imported tasks is 'Closed
Microsoft Complete', but the
PRB1316992 project import Active field value is 'true'.
have an
incorrect Active
field value
Project When users When the project is

Management export a project exported from an
by selecting instance where the
PRB1337300 'Export to MS system localization uses
Project', an ',' (comma) instead of
empty XML or '.' (point) to separate the
an XML with percentage, an empty
zero bytes is XML or an XML with zero
returned bytes is returned. This
issue is mainly faced
by users using Arabic
numerals with decimal
comma.
Project Slow
Management performance
occurs when
PRB1337391 updating a
project task
which is part of
a project with
over 500 tasks
Project The PPM new On the new Investment 1. Install PPM with Financials.
Portfolio Investment Portal, when users create
Portal does not an investment board, 2. In the navigator, type Investment
Management
provide the they have the default Portal.
PRB1319992 ability to sort by overview list showing all 3. Create an Investment view from the
date columns the available columns. Investment Portal.
However, they can
sort by all other field 4. Establish the selection criteria.
types but not the date 5. Try to sort any of the date columns on
fields. The sort icon is not the board.
available when users
click the field headers.
Notice that the sort icon is not available for
the date columns.


description
Record The Show All On a Certification Task

Certification Records button form, when users click
does not work in the Show All Records
PRB1321407 the Certification button, no action
Task form happens and the system
always shows pending
records that need
certification.
Record RecordWatcher In-memory reaping of

Watcher rw_cache sys_rw_amb_action
gets flushed can affect the instance
PRB1321776 during the node performance and
large import/ eventually run out of
export on memory.
sys_rw_amb_action,
which causes
memory issues
for multiple
threads trying
to rebuild the
cache
Reporting The column and 1. Create a column report on any table

trend charts fail which has the Duration field, for
PRB1303267 to load when
example, incident.
KB0745492 users choose
any time field 2. Under Group by, select Duration.
under Group by 3. Navigate to the Style tab and check
and set Display Display data labels.
data labels to
on 4. Click Save or Run.
No chart is loaded.
Reporting The option An error occurs when 1. Create a multilevel pivot table, for
Export to PDF for users try to export the example:
PRB1319548 the multilevel multilevel pivot chart as
• Table: Incident
KB0745494 pivot chart is a PDF.
broken with an • Columns: Alert type
error • Rows: Delivery plan
2. Save the report.

3. Try to export the report as a PDF.


description
Reporting Using a dot- 1. Navigate to Reports > Create New.

walked field for
PRB1323930 'Stack by' in a 2. Configure with the following settings:
report results in a. Table: sc_task
incorrect data
b. Type: Bar
c. Group by: Assignment group
d. Stack by: choose a dot-walked
field, for example, Request
item.Active
Notice that the graph shows 'No data to

display' even though there are records in
the table. However, when you change the
report type to List, notice that there are
indeed records.
Reporting The trend 1. Create a table which has the Assigned

report does not to field that is a reference to the table
PRB1330401 show correct
user.
KB0745491 results when
the Group by 2. Create two records from this table and
field is applied make one of them have the Assigned
on 'Boolean to field populated and leave the other
values' from a one empty.
reference table 3. Create a trend report and group it by
'assigned to.active'.
4. Run the report.
Expected behavior: The trend report

displays correctly.
Actual behavior: The trend report only
displays the record with the empty
'Assigned to' reference.
Resource Double Under certain

Management entries in circumstances, double
resource_aggregate_daily
entries are created in the
PRB1322030 after the resource_aggregate_daily
upgrade after an upgrade.
Security Email Email notifications

Incident notifications are 'Security Incident closed/
Response not working for canceled' are not
the SIR module working for the SIR
PRB1330225 module when incidents
are 'closed'.
Service The date

Catalog: variables
Service submitted via
Portal a multi-row
Widgets variable set are
incorrect
PRB1325027


description
Service The lookup The lookup select box

Catalog select box pointing to a large
pointing to a data set may cause
PRB1237697 large data set the Service Catalog
can trigger the item form to hang. This
low memory may lead to node-wide
condition low memory and can
cause performance
degradation.
Service The reference Multi-row variable set 1. Create a multi-row variable set in a
Catalog qualifier does reference qualifiers catalog item.
not work when do not work on the
PRB1321593 trying to add a requested item and the 2. Add some fields of the type reference
new row in RITM catalog task. and add the reference qualifier.
3. Submit a request for this catalog item
and open its RITM on the platform.
4. Try to add another row to the multi-row
variable using the add button.
Expected behavior: Values for the

reference field should be filtered as per the
reference qualifier.
Actual behavior: The reference qualifier
does not work in RITM.
Service Incorrect user

Catalog in backend
catalog item
PRB1322402 orders after
a two-step
checkout for
another user via
Service Portal
Service In the variable

Catalog editor,
g_form.elements
PRB1323474 returns each
catalog item
variable twice


description
Service Forms break If a form has the variable 1. Open the form layout configuration for
Catalog when the editor added to it twice, the sc_req_item form.
variable editor is issues occur until the
PRB1326373 added twice duplicate variable editor 2. Create a section called 'Test Section'.
KB0745337 is removed from the form. 3. Add the variable editor to 'Test
Section'.
You should now have a variable editor
in the main section and the new
section.
4. Open an sc_req_item record that has
variables.
Notice that many of the buttons do not

work, and an error occurs in the console:
'Uncaught ReferenceError: g_sc_form is not
defined'.
Service Users observed Refer to the listed Known Error KB article for
Catalog delay while details.
trying to redirect
PRB1329648 from REQ to
KB0749116 RITM after the
submission of
requests
Service Slow queries on The query may be many Refer to the listed Known Error KB article for
Mapping automation_error_msg
times longer compared details.
prolong the with the time the rest
PRB1332033 Discovery sensor of the sensor takes. This
KB0746199 processing prolongs the Discovery
schedules and impacts
the availability of the
scheduler worker thread
for the instance as a
whole.
Service Service The Service Mapping

Mapping Mapping re- re-computation job
computation is slow due to queries
PRB1337556 issues against sys_audit and
sys_history_line. The
queries can take several
minutes. As a result, each
re-computation job may
be minutes long while
the re-computation
itself may end in several
seconds.


description
Service Formatting When ref_ac_columns 1. Navigate to the 'Create Incident'

Portal issues with the is used to populate record producer.
list collector/ additional columns in
PRB1240258 reference field a reference list picker, 2. In the 'Variable' related list, click New.
KB0696884 in Service Portal the results appear to 3. Create the variable as follows:
be formatted based on
the number of columns • Type: List Collector/Reference
that contains data. This • Catalog Item: Create Incident
causes the column width • Question: Test List Collector
to vary by row. • Name: test_list_collector
• List table (in the Type Specifications
tab): User (sys_user)
• Variable attributes (in the Default
Value tab): ref_auto_completer
= AJAXTableCompleter,
ref_ac_columns_search =
true, ref_ac_columns = email;
user_name
4. Save the variable.

5. Navigate to sys_user.list and go to Abel
Tuter's user record.
6. Delete his user_name and save.
7. Navigate to 'Create Incident' in
Service Portal.
8. Click the list collector.
Expected behavior: The columns stay

in the formatted order regardless of
whether a record is missing a piece of data
(user_name) in a referenced column.
Actual behavior: The columns reorder for
each record based on how much data
that record has for the referenced columns.
Service Activating the When the Knowledge 1. Navigate to the Knowledge Base and
Portal Knowledge Management Advanced open an article.
Management plugin is activated
PRB1244606 Advanced through the Knowledge 2. Replace the sys_id in the URL with the
plugin breaks Management Advanced article number.
URLs with KB Installer, it breaks the link Notice that the article is still displayed.
article numbers for displaying articles
in Service Portal in Service Portal if 3. Activate the Knowledge Management
the article number is Advanced plugin through the
used in the link. For Knowledge Management Advanced
example, <instance.url>/ Installer.
sp?id=kb_article 4. Refresh the URL with the article
&sys_id=<sys_id> works, number.
but <instance.url>/
sp?id=kb_article
&sys_id=[kbnumber] Notice that the URL does not work.
does not.


description
Service When users The defined redirecting 1. As the system administrator, configure
Portal open the to Service Portal does not the instance security so that users
instance URL in always work when users with no roles are redirected to Service
PRB1253066 multiple browser with no role open the Portal.
KB0711955 tabs, they are instance URL in different
not always browser tabs. 2. Modify the system property
redirected to glide.entry.page.script to the value
Service Portal 'new SPEntryPage().getLoginURL()'.
3. Create the system property
glide.entry.first.page.script
with the value 'new
SPEntryPage().getFirstPageURL()'.
4. Open the instance homepage.
Notice that the Service Portal landing
page is displayed: /sp/?id=landing.
And as the user abel.tuter or any ESS
user, the application is redirected to
the Service Portal index page: /sp/.
5. Open a second browser to the
instance homepage again.
Notice that it is not redirecting to Service

Portal. The desktop application is displayed
and the user only has access to the Self
Service, Reset Password and Collaborate
modules in the application navigator.
Service The Ticket Fields 1. Open a Jakarta instance.

Portal widget is not
displayed in the 2. Navigate to Service Portal
PRB1263636 Service Portal Configuration > Designer > Ticket form.
KB0692658 Designer
Notice that the Ticket Fields widget does
not appear on the right-hand side when
the Sessions, Ticket Location, and Ticket
Attachments widgets do appear.
Service Issue with the The Chrome autofill

Portal Chrome autofill should be disabled
in Service Portal for form fields, which
PRB1272048 is consistent with the
desktop UI.
Service Invalid list Invalid list column can Refer to the listed Known Error KB article for
Portal column can break the reference field details.
break the in Service Portal with the
PRB1296335 reference field null pointer exception
KB0724373 in Service Portal error in the log.


description
Service Date validation When a date or date/ Refer to the listed Known Error KB article for
Portal client script time variable value details.
conflicts with is validated using
PRB1304578 the built-in a catalog client
KB0719149 validation in script which uses the
Service Portal 'showFieldMsg' function,
it will conflict with the
validation built-in to
the 'sp.datePicker.js'
directive.
Service The ticket page When a location is 1. Allow location checking on your
Portal in Service Portal checked with Google browser.
generates the Maps for the first time,
PRB1312458 JavaScript the ticket form in Service 2. Log in as the administrator.
KB0724187 error 'You have Portal generates the 3. Navigate to the SP ticket page.
exceeded your JavaScript error 'You
request quota have exceeded your 4. Click the location globe icon.
for this API' request quota for this
when a location API'. Notice that the JavaScript error alert
is checked with message appears on the screen. In the
Google Maps browser console, you can find the error
for the first time 'You have exceeded your request quota for
this API'.
Service The error 'org. The error 'org.mozilla.

Portal mozilla.javascript.UniqueTag
javascript. UniqueTag
cannot cannot be cast to
PRB1315329 be cast to com.glide.script.
com.glide.script. GlideElement: no thrown
GlideElement: error' appears in the
no thrown error' system logs when a
occurs after catalog item that has
viewing the a label and a check
catalog item box is loaded in the
with the label Service Portal page. The
variable issue occurs with all the
catalog items that have
labels and check boxes
in succession.
Service Issue with the The pop-up window is

Portal modal not not opened completely
opening in on a click of the
PRB1316016 Service Portal reference icon on the
Form of List and Form
page.


description
Service If the Refer to the listed Known Error KB article for

Portal mandatory details.
Reference
PRB1316022 field and the
KB0726522 mandatory date
time field are
used together in
a catalog item,
the mandatory
validation is
activated on
the date time
field once the
Reference field
is accessed
Service Issue with On a catalog item page

Portal the Date/ in Service Portal, if users
Time format in do not follow the correct
PRB1319742 Service Portal Date/Time format and
manually enter an invalid
value, an incorrect Date/
Time value is displayed.
Service An error
Portal message shows
up saying the
PRB1324097 mandatory
Date field is
not filled after
clicking inside
the text input of
the Date field
Service Users can Users can submit requests 1. On any catalog item and add a date
Portal submit requests with manually typed type variable.
with manually random text in the Date
PRB1329949 typed random field of the catalog 2. Open the item in Service Portal.
KB0743795 text in the Date item form in Service 3. Check that the Date field is available
field of the Portal. There is no date on the catalog item form.
catalog item validation.
form in Service 4. Enter any random text in the Date/
Portal Time field.
5. Submit the form.
Notice that the request is successfully

submitted regardless of the invalid date/
time format.


description
Service When
Portal navigating
from a page
PRB1333453 with the Report
widget to a
page with a
DateTimePicker,
a 'Maximum
call stack
exceeded...' JS
error occurs
Service The sc_email The Add to Cart and 1. Make sure that the sc_email validation
Portal validation script Order Now buttons stop script is active.
can cause the working in Service Portal
PRB1334181 Add to Cart when: 2. Create a catalog item and the
availability is desktop and mobile.
KB0748148 and Order • The sc_email
Now buttons to 3. Create two single-row variable sets
validation script is
stop working in with the following settings:
active.
Service Portal
• The catalog item has a. Variable Set 1:
at least two variable
sets. • Create an email type variable
and leave the order blank.
• Each variable set
has an email type • Create a Read Only UI
variable. policy to hide the email type
variable.
• One of the variable
sets has a Read Only
UI policy applied b. Variable Set 2:
to the email type • Create an email type variable
variable. and leave the order blank.
4. Open the catalog item in Service

Portal.
5. Click Order Now.
Expected behavior: The 'Order

Confirmation' modal should be displayed
on the screen.
Actual behavior: The 'Order Confirmation'
modal does not appear and there is no
error shown. It seems as though nothing
happens.
Service Users with roles When implementing Refer to the listed Known Error KB article for
Portal are redirected the SPEntryPage details.
to the Service configuration, users with
PRB1341294 Portal instead roles are redirected to
KB0750352 of the platform the Service Portal on the
even though first login.
SPEntryPage is
configured


description
Slushbucket CMDB parent Refer to the listed Known Error KB article for
table dictionary details.
PRB1264905 choices are
KB0726463 not available in
the child table
slushbucket on
the CI form
Software Add the When a reclamation

Asset condition to the candidate is created
Management recc approval with the 'Notify user'
Professional notification checked, a notification
is sent out to the user.
PRB1321690 The notification that
used to do this (recc
approval) currently does
not have a condition,
which means when
SAMP is installed, for all
of the approvals created
(not for reclamation
candidates), a
notification is sent with
this email content
instead of the default
one.
Software CMDB issues

Asset found during
Management the SAMP
Professional activation pre-
check
PRB1327858
Tables and The 'name' The sys_dictionary.

Dictionary and 'element' element has an
columns on the outdated max length of
PRB1294424 sys_dictionary 30 characters and the
have outdated sys_dictionary.name has
max lengths 40.
Templates After applying a After applying a 1. Log in as the instance administrator.

form template template to a reference
PRB1317225 to a reference field on a form, the 2. Navigate to any open incident.
KB0718640 field, the 'See 'See Details' link in the 3. Create and save a new template with
Details' link 'Template Applied' info the following fields:
shows the sys_id message shows the
instead of the sys_id instead of the • Caller
value value of the reference • Assignment group
field. • Assigned to
4. Apply the template.

5. From the 'Template Applied' info
message of the incident, click the 'See
Details' link.


description
Text The 'java.io.

Search DeleteOnExitHook'
causes out
PRB1322147 of memory if
there are a
huge number
of attachment
records to be
text indexed
Time Card 'Copy from In Time Sheet Portal, the 1. Install the Time Card Management
Management previous Time UI action 'Copy from plugin com.snc.time_card.
Sheet' shows previous Time Sheet'
PRB1322572 no further shows only the previous 2. Navigate to the /tcp portal.
KB0748017 back than the week's time sheet, not By default, it will show you the current
previous week's further back. However, it week's time sheet.
time sheet works fine in the native
UI. 3. Click the 'previous' arrow to navigate
to the previous week.
4. Click Add unassigned tasks to time
sheet.
5. Add any task and any hours for each
day, and submit.
6. Click the 'previous' arrow again and
repeat steps 4-5.
7. Click Go to current week.
8. Click Copy from previous Time Sheet.
Notice that only one previous week is
shown in the time sheet.
9. Navigate to the native UI.
10. Navigate to 'Current time sheet'.
11. Click Copy from previous Time Sheet.
Notice that all older time sheets are shown.
Transaction URIs with un- In a non-ENU Windows Refer to the listed Known Error KB article for
and encoded 10, running non-ENU details.
Session non-ASCII Internet Explorer 11 results
Management characters are in the Knowledge Base
rejected with card view does not
PRB1313291 400 response display, along with the
KB0716422 code in London 'Most Useful' and 'Most
Viewed' sections.
UI Errors are thrown

Componentsfor CSRF token
mismatches
PRB1258584


description
Update Duplicate
Sets columns are
created in the
PRB1285932 table hierarchy
if the columns
are added to
both the parent
table and the
child table
in the same
update set
Upgrade When users The plugin activation Refer to the listed Known Error KB article for
Engine have a different may fail when users details.
Issues default have a different default
language, the language because not
PRB1313903 error message all of the trackers are
KB0726242 '[plugin name] marked as successful.
was not The progress tracker
activated' displays '[plugin name]
appears even was not activated'.
though the However, this error
plugin has does not affect the
been activated plugin installation, and
successfully the plugin has been
activated successfully.
Upgrade Logged-in After an upgrade, once

Engine users are a user is logged in,
Issues given a blank the user sees a blank
navigation navigation page and
PRB1341545 page a blank application
navigator.
Usage LicenseFrameworkUtils
LicenseFrameworkUtils,
Analytics generates a which is frequently used
high volume of in fix scripts for plugin
PRB1292446 sys_update_xml activations, is generating
for a high volume of
ua_table_licensing_config
sys_update_xml for
records ua_table_licensing_config
records. This can result
in the updates being
captured in users' update
sets.


description
Usage Unique Key 1. Have an instance in which Contextual

Analytics violation errors Security: Role Management V2 is not
appear in active.
PRB1340156 ua_user_role_ct
when Role 2. Upgrade the instance to Madrid.
Management 3. Make sure that a user has a record
V2 is not active created in the ua_user_role_ct table
and the same when an ITIL role is added.
role is added
to a user 4. Add the user to two groups which
from multiple have the ITIL role in their contained
inheritances roles.
You will see an error as the following:

Unique Key violation detected
by database (Duplicate entry
'e5b89be9db1e27009b8b1ded0b961900-
u_account_bu_relation-sn_custom' for key
'user').
User Issue with the In the Knowledge Base,

Criteria user criteria and the user criteria do not
nested groups in work with nested groups.
PRB1324380 the Knowledge
Base
VA- Errors occur Refer to the listed Known Error KB article for
Designer when users details.
publish a
PRB1322778 duplicated/
KB0745175 cloned/copied
topic
VA-Web The Virtual 1. Activate the German translation plugin

Client Agent does in a London instance.
not translate
PRB1288212 based on the 2. Choose the user (ITIL or system
administrator) session language as
KB0717976 user language
while using the German.
internationalization 3. Navigate to https://
plugin <yourinstance>.service-now.com/csm
with the user.
4. Start a chat with the Virtual Agent.
Notice that the basic information available

to the user from the system is still in English.
Virtual The Virtual The chat bubble icon

Agent Agent widget used in the Virtual Agent
Platform icon is missing in widget for Service
some instances Portal is missing in some
PRB1326746 instances. This causes
the widget to show only
a colored circle with no
icon in it.


description
Visual Task Visual Task 1. Create a query business rule on a

Boards Boards ignore given table, for example, a demand
query business [dmn_demand] that restricts the
PRB717965 rules visibility to the records submitted by a
KB0685995 user only.
//SCRIPT//
(function
executeRule(current,
previous /*null when
async*/) {
if (gs.isInteractive()) {
var u = gs.getUserID();
var qc =
current.addQuery("submitter",
u);
gs.print("query restricted
to user: " + u);
}
})(current, previous);
//SCRIPT//
2. Impersonate an ITIL user.

3. Create a demand.
4. Navigate to the list of demands.
Notice that only the demands
submitted by this user are visible.
5. From the list of demands, right-click
the State field and select Show Visual
Task Board to create a Visual Task
Board Demand by State.
Notice that you can see all demands in

the Visual Task Board, not only the ones
submitted by the user.
Vulnerability The following

Response error message
appears in the
PRB1326412 system logs:
'getEntryScorePercent
in
sn_sec_cmn.CalculatorHelper
throws
undefined
variable error'
Vulnerability Updating the

Response work notes for
the vulnerable
PRB1338470 group record
will update
all related
vulnerable items
work notes


description
Walk-Up Interactions in When users open an

Experience the Walk-up interaction and change
view are slow for the view to Walk-up, it
PRB1325321 large task tables takes more than one
minute to reload the
form.
Web Invalid In the REST API Explorer, Refer to the listed Known Error KB article for
Services PowerShell script the snippet for details.
in the REST API PowerShell is missing a
PRB656768 Explorer for the curly brace. This causes
KB0597958 POST request the script snippet to
include some angular
variables and makes the
script unusable.
All Other Fixes
To view a list of all other PRBs fixed in New York, refer to All other New York fixes.
All other New York fixes

The New York Early Availability release contains fixes to these problems.
New York was released on July 25, 2019.

Build date: 07-16-2019_1636
York.
ServiceNow mobile.
All other New York fixes
Problem Number Short description

category
Activity Stream PRB1333625 The incident state in Activities shows strange Japanese
translation
Activity Stream PRB1340382 Issue with attaching a TIFF file to a record
Activity Stream PRB1317808 Deleting scrum tasks from a story puts duplicate notes
in the story activity stream


category
Activity Stream PRB1321246 The activity stream entry is partially covered by the
text entry box when users have more than two journal
fields
Activity Stream PRB1322727 The activity stream is not showing full information for
the description and close notes
Activity Stream PRB1323665 The main frame resizes when users enable/disable
fields in the activity feed/activity formatter filter
Activity Stream PRB1324107 The Sys ID of the live profile is stored and displayed in
the Knowledge Feedback comments when users use
the @mentions tag
Activity Stream PRB1325327 The 'See All Text' takes a long time to load
Activity Stream PRB1328056 Applying a template that adds text to Additional

comments/Work notes breaks the 'Show one journal
field' button
Activity Stream PRB1328288 Setting one of the journal fields as read-only/hidden

using the UI policy does not store the data of the other
journal field in the activity stream when the form is
saved
Activity Stream PRB1330206 Images pasted or imported to the HTML field are
cropped and not fully visible in the 'Activities' log
Activity Stream PRB1333071 Using the back button in Chrome results in a form
being filled with content that was previously entered
Activity Stream PRB1334019 When TABLE_NAME.activity.filter has the value NULL

and the user loads a form that has the activity stream,
an OutOfBound error occurs
Activity Stream PRB1345410 The @ mention emails do not populate the record
number for non-task records
Advanced PRB1326956 When a work item is accepted and its document is

Work manually unassigned, it is not re-routed by Advanced
Assignment Work Assignment
Advanced PRB1328065 The awa_agent_presence_history table is not logging

Work agent presence correctly
Assignment
Agent PRB1324892 The categorical input is not used for prediction

Intelligence -
Server
Agent PRB1340383 Setting and clearing value methods are not working
Workspace for the Choice field when the onChange client script is
on the field
Agent PRB1315109 When users click a reference field of the type task,
Workspace they receive the error 'workspace view not configured'
even though there is a workspace view


category
Agent PRB1329271 Agent Workspace guided setup expects the Virtual

Workspace Agent plugin (paid) to be installed
Agent PRB1333497 Unable to add KB articles to interaction

Workspace
Agent PRB1306291 The list does not load or keeps spinning when an
Workspace extended field is added to columns
Agent PRB1319323 ITIL users are unable to attach files to REQ/RITM records
Workspace
Agent PRB1320689 The Email and the Version fields are not highlighted in
Workspace red after the SP field validation when error messages
occur
Agent PRB1331271 The data policy/UI policy is not being triggered in

Workspace Workspace
Agent PRB1333993 Creating a view that already exists in one scope from
Workspace other scopes (or even from the same scope) erases
the view
Agent PRB1344982 Related lists in Agent Workspace are rendered for a

Workspace new record creation
Agent PRB1349261 Selecting a database view when creating the

Workspace workspace list [sys_aw_list] breaks Agent Workspace
lists
Agent PRB1349346 Reference fields that are not required have sticking
Workspace form validation messages when the text is cleared
Agent PRB1349257 Counters in the related list in Agent Workspace are not
Workspace refreshed automatically
Agent PRB1348601 The reference field is not returning results in Agent

Workspace Workspace for certain queries
Agent PRB1329730 On problem form user is able to enable agent assist

Workspace component
Agent PRB1324678 The Workspace ribbon appears incorrectly

Workspace
Agile PRB1333672 The 'Insert and Stay' UI action does not copy the
Development original task and agile story fields properly to the new
story
Agile PRB1336472 The 'Access Denied' message appears on the Agile

Development Board burn down charts
Agile PRB1290911 Both the Save and Submit buttons close the story
Development modal dialog on the Agile Board


category
Agile PRB1296302 If a user opens an existing story and tries to change

Development the product category, the system clears the Sprint field
values
Agile PRB1322522 Users do not progress when the Story record is

Development canceled
Agile PRB1329639 Bulk sprint creation adds the daylight saving time
Development offset to planned start/end dates
Agile PRB1336399 The error 'PlannedTaskStateUtil is not defined' appears

Development when the state of a story is updated
Agile PRB1338287 Users cannot filter the task progress board if 'Assigned
Development to' contains users with an apostrophe in their names
Agile PRB1343354 The client script from the Agile Development 2.0 plugin
Development causes JS error when the user group table is loaded in
the Service Portal 'form' widget
Agile PRB1352379 The Agile Board order does not persist for certain tasks
Development
Agile PRB1331442 Issues regarding Release Management with the

Development integration of Agile2.0 with PPM
Antivirus PRB1338053 Importing files to the instance creates an error/warning

Scanning log from Antivirus
Antivirus PRB1344595 Multiple scan requests are sent for attachments with
Scanning no content
Antivirus PRB1346185 The scan history table has multiple long running queries
Scanning due to the table size
App Client UI PRB1349846 Duplicate sys_store_app records can

be generated due to the script include
'sn_appclient.UpdateChecker', causing upgrades to
fail with errors 'DATABASE UPGRADE FAILED'
Application PRB1327780 The Favorites order does not hold when it is rearranged
Navigator &
Banner Frame
Application PRB1330481 When a user logs in to an instance using SSO

Navigator & credentials after following a link directly to an instance
Banner Frame record, if the user updates the record, the user is
redirected to the identity provider URL instead of an
instance page
Application PRB1338962 Application Navigator produces RFC 3986 non-

Navigator & compliant URLs
Banner Frame
Application PRB1308309 Long module titles are truncated, and it is not possible
Navigator & to see the full title
Banner Frame


category
Application PRB1322499 Refreshing forms intermittently redirects to home.do

Navigator &
Banner Frame
Application PRB1330215 NavigatorHistoryProcessor/QueryBreadcrumbs

Navigator & evaluates the filter excessively
Banner Frame
Application PRB1337099 The left navigation panel does not match the theme
Navigator & of Madrid after the upgrade
Banner Frame
Application PRB1345486 External user not able to access '/api/now/ui/

Navigator & concoursepicker/language'(for language selection)
Banner Frame
Application PRB1337630 Unable to add a hint to business application fields

Portfolio when the field label is against the base cmdb_ci table
Management
(APM)
Approvals PRB1324131 Replying approval emails change the approval state

from 'No longer required' to 'Approved' or 'Rejected'
based on the context of the reply email
Approvals PRB1325801 Approval history does not capture when the 'condition
based on script' is used in the group approval activity
Approvals PRB1346031 The Deny and Accept options are not keyboard
accessible within the approvals view of a request
Appsec – PRB1332962 The glide.script.ccsi.ispublic property always appears

Platform Dev as non-compliant because the base instance script
include 'SecurityDashboardHardeningFunctions'
checks if it is set to 'False' instead of 'false'
Appsec – PRB1319819 New Instance Security Dashboard (PA) incorrectly says

Platform Dev 'Enable File Download Restrictions' is non-compliant
Appsec – PRB1326356 The Instance Security Dashboard (PA) does not

Platform Dev accurately display the compliance
Assessments PRB1323078 Assessments do not accurately round up to the total

value of the scale factor
Assessments PRB1324861 In Vendor Score Card, if current year and last year are
0, the category is hidden
Assessments PRB1341027 Based on business rule conditions, the function that

triggers the assessment business rule negatively affects
performance
Asset PRB1332642 Asset/CI synchronisation fails to insert the other record

Management if any fields listed in alm_asset_ci_field_mapping do not
exist or are empty values


category
Asset PRB1326405 A duplicate model category record is created when

Management an instance has already had one
Asset PRB1316329 Change in the product model causes an unnecessary

Management update of the CI record
Asset PRB1326928 Lease Contract Model is assigned to the wrong table

Management (sys_class_name) in demo data
Asset PRB1344993 Duplicate SW Install record created due to

Management inconsistency between a business rule and a pre-post
pattern
Asset PRB1331545 If the license is not inserted yet, the business rule 'Mark
Management install for suite omission' causes too many records to be
updated
Asset PRB1345222 When copying an asset record using the 'Insert and
Management Stay' UI action, the asset CI install status mapping is not
being checked
Asset PRB1314710 The Sync Software Package business rule incorrectly

Management sets an integer field with a non-integer value
Asynchronous PRB1319177 When an AMB post request is sent with an empty post
Message Bus body, the server responds with an error: 'The server
received invalid or empty JSON'
Audit History PRB1326176 Unexpected auditing of the custom True/False field

when the column name is very long
Audit PRB1322885 AuditUtilsBase prints date/time values in GMT

Management
Audit PRB1334995 Audit Engagement Workbench generates error on

Management load
Authentication PRB1307896 SAMLResponse is not processed when the custom URL

is defined with a service portal URL
Authentication PRB1321604 Configure the multi-factor authentication dialog box

on the user profile page in CSM portal is not accessible
to external users
Authentication PRB1340064 The multi-factor authentication is not working as

expected in the domain-separated instance
Authentication PRB1341453 The OAuth server-to-server interaction (/token API call)

mandates the client_secret to be present
Authentication PRB1317115 The logout_redirect.do loops if the external URL

- Local DB is not whitelisted rather than redirecting to the
Login not_allowed.do page


category
Authentication PRB1319396 Users with the snc_external role land on the

- SSO saml_redirector page with the error 'Security
Constraints prevent access to requested page' when
doing SSO authentication
Authentication PRB1330745 Extra space in the field 'Metadata URL from which IDP
- SSO properties are imported' does not refresh metadata
Automated PRB1318412 The record update/insert step does not update dot-
Test walked fields
Framework
Automated PRB1318952 On the Test Suite form, the Test Suite Tests 'Edit
Test members' view contains the name of the parent Test
Framework Suite rather than the names of the actual tests
Automated PRB1331501 Results are inconsistent in the selection of the assert

Test type in ATF
Framework
Automated PRB1332513 Parameterized ATF testing does not work with

Test Application Menu Visibility and Module Visibility steps
Framework
Benchmarks PRB1300569 The reopen_count field is not available in instances

Application created before 2011, which causes an error while
collecting data for base instance indicators with
conditions using this field
Change PRB1322782 If the planned end date is far ahead of the planned
Management start date for a change request, it can result in out of
memory: java heap space due to the Maintenance
Schedule span calculation
Change PRB1321054 The CAB Meeting calendar does not respect

Management glide.ui.date_format.first_day_of_week
Change PRB1323334 Using the 'Resolve Conflicts' UI action on a skipped

Management record in upgrade details for sysevent_email_action
in the com.snc.service plugin does not show the base
system field values
Change PRB1316264 The CAB form widget does not allow the reference
Management fields icon to show details when the field is read-only
Change PRB1325952 Field labels are not aligned in the standard change
Management template (std_change_record_producer) form
Change PRB1329094 When the standard change 'Two step' is enabled, users
Management can change the read-only change request template
when creating the change request record
Change PRB1330885 Change Management integration with Discovery

Management does not correctly check that an affected CI has an IP
address before launching Discovery


category
Change PRB1331197 The standard change template demo data does not
Management copy attachments
Change PRB1332794 Adding the related list on Affected CIs/Impacted CIs

Management or any CI related lists executes the count(*) query
twice
Change PRB1334984 Change approval policies need to honor mandatory

Management flag for group approvals
Change PRB1335393 Japanese translation issue in Change Calendar in

Management Kingston release
Change PRB1339259 The CAB workbench displays a blue clock icon with no
Management message for a CAB meeting where the CAB meeting
record's state value is manually moved from 'Pending'
to 'In Progress'
Change PRB1345970 The 'close ticket' business rule on the change_task

Management table refers to a calendar field that is not on the
change_task table
Change PRB1345810 Inactive decisions are still factored by Change

Management Approval Policy
Change PRB1320629 The Conflict last run field shows a different value on the
Management form view instead of the value from the database
Conflict
Detector
Change PRB1322875 The Risk Calculator does not work on a table created
Management in a scoped application and extends the change
Risk request
Assessment
Change PRB1334031 An empty error message is generated when Migration

Management of legacy risk assessment fails
Risk
Assessment
Change PRB1340808 Assessment questions are not retained for reference

Management and string type questions when UI action Risk
Risk Assessment is already completed and the user clicks
Assessment Assessment on the Change Request form
Change PRB1342639 The Change Risk Assessment form changed to the

Management Assessment Metric Type form after installing the
Risk Application Portfolio Management plugin
Assessment
Change PRB1343822 Risk conditions are not evaluating correctly when set to
Management leave alone but are being updated by the script field
Risk
Assessment
Chat PRB1341741 Chat queues are not updated with the number of
waiting conversations until they are refreshed manually


category
Chat PRB1292094 Dragging the mouse while clicking a link in a chat can
post a duplicate link
Chat PRB1342737 Agent chats related to HR cases have multiple

membership records and the conversation comes
back after the chat is closed
Chat PRB1273634 The connect.retrieve_external_link_content property is

misleading
Chat PRB1313699 When creating a new chat conversation, typing a user

name containing a special character in the To field
does not display the user list
Chat PRB1313828 When users instead of agents close the chat window,
users see the message 'The agent has closed the
support session'
Chat PRB1316291 Metric and Audit records are not created when
transferring a chat to another queue
Chat PRB1318966 The Connect Support pop-up window opened from

the Connect Support widget is not resizable in Internet
Explorer
Chat PRB1319302 The Service Desk Chat Monitor dashboard report

'Resolved Chats without Ticket by Agent/Queue in last
7 days' does not work as expected
Chat PRB1325344 The transform map script does not create the
sys_journal_field record as the impersonated user
Chat PRB1325974 Connect Support actions do not use the Hint field
Chat PRB1327249 Connect Dependency causes attachments to be

duplicated in Service Portal
Chat PRB1331310 The undocumented state 'Closed by client' puts chat

conversations under 'Open Conversations'
Chat PRB1339853 The Customer Service chat queue is not accessible to

users with the 'snc_customerservice.customer' role
Chat PRB1340167 In Internet Explorer or Edge, the chat window overlaps

the chat pop-up message field on the left side
Chat PRB1341315 The 'Unable to add message. You do not have access
to this conversation.' error encountered when toggling
between chats
Chat PRB1344816 Transferring chats to other queues closes the

conversation when the end user is in sub-domain
Chat PRB1345538 The Connect Support 'Create Incident' action is not

displaying after the conversation is transferred to
another queue


category
Chat PRB1342097 Attached KB of following record showed HTML tags in

additional comments in Connect Chat
Clone Issues PRB1334452 Outlook Actionable Message 'OAuth OIDC Entity' is

removed by clone due to no data preserver
Cloud PRB1331941 The importing and processing of the Azure cloud billing
Management are unacceptably slow
Application
Cloud PRB1322145 No visibility of the SC Order Guide widget in page

Management designer, and also no options to edit/delete when the
Application Cloud Management Core plugin is installed
Cloud PRB1324745 Errors occur when the CI has more than one hosted on
Management relationships
Application
Cloud PRB1325641 The cloud resource CI is updated multiple times

Management irrespective of any change to the resource
Application
Cloud PRB1326389 String comparisons in blueprint operation conditions

Management do not work as documented
Application
Cloud PRB1328030 AWSComputeProvider.java does not account for

Management alternative newline characters
Application
Cloud PRB1331569 The MID script execution fails if the cloud producer
Management returns non java.util.Map datatype
Application
Cloud PRB1313008 Issues creating a new resource group

Management
Application
Cloud PRB1316344 No index for table cleaner job running against the
Management sn_cmp_cloud_trail table
Application
Cloud PRB1319701 Exiting action window from Lease Operations does not
Management allow user to re-open the window without refreshing
Application the page
Cloud PRB1321740 Issue in Mapping Playbook against Extended

Management Interface/Operation
Application
Cloud PRB1322241 Performance issues with the table sn_cmp_cost_rsrc

Management
Application
Cloud PRB1324325 Deleted and deactivated resource catalog shows up

Management in the Stack details resource operation list
Application


category
Cloud PRB1324396 The Resource Groups state, status, and operational

Management status values are inconsistent when a user terminates
Application and re-provisions a resource group with the same
name
Cloud PRB1326827 Users are unable to update the task and requested
Management item entries from the default platform UI
Application
Cloud PRB1329846 Admin Portal UI should show a clear error message

Management when creating a resource operations step fails
Application because the step name contains special characters
Cloud PRB1330300 The 'Sanitize Tag Fields' business rule can cause an
Management infinite loop when the tag name reaches the 127-
Application character limit
Cloud PRB1332018 When the guest customization spec is not used, the
Management VMware static IP assignment fails on Windows versions
Application later than 2012
Cloud PRB1332061 VM is configured with incorrect memory and CPU

Management
Application
Cloud PRB1333347 On field change, form rules are not correctly applied
Management when a field value is changed before previous field
Application change rules are not completed
Cloud PRB1338558 Quota is not checked when changing compute profile

Management CPU attribute, therefore, the Submit button may not
Application work when quota is available and it may work when
quota is not available
Cloud PRB1340282 Mismatching billing data displayed between the

Management Azure/AWS console and the CMP dashboard
Application
Cloud PRB1340761 When the 'Update Order Status' business rule runs,
Management the error message 'Default Semaphore Exhausted' is
Application thrown
Cloud PRB1343262 AWS Discovery is not working since the pattern table is
Management cmdb_ci
Application
Cloud PRB1342494 Azure Resource groups are empty in CA UI, but the RG
Management data is persisted in the table
Application
Cloud PRB1347838 The VMware upgrade tool policy is hardcoded to

Management upgradeAtPowerCycle
Application
Cloud PRB1329062 The Catalog Item form does not show a new button for
Management the (Blueprint) Rule related list
Application


category
Cloud PRB1340374 The Azure subscription discovery fails with an error

Management
Application
Cloud PRB1344130 Throttling issues when discovering cloud load

Management balancers
Application
Coaching PRB1319837 Coaching assessments are not generated when the

trainee field value is 'dot walk' field
Condition PRB753209 Problem with data certification filter and the template
Builder [sys_template] table
Condition PRB1201079 Translation, RTL, and UI issues when using Report

Builder Designer
Condition PRB1321365 Messages on the Reference field value are not

Builder translated to the user's language in the new reporting
UI
Condition PRB1326865 Condition on the Date/Time field is ignored when the

Builder same condition is changed to use another Date/Time
field and the user runs the report (not saved)
Condition PRB1330755 The Data Table widget filter displays tooltips that linger
Builder on the page
Condition PRB1348801 Unable to see the date picker on the second

Builder condition builder when the date type variable is
chosen
Configuration PRB1297990 The message 'User Not Authorized' appears when

Management loading the relationship editor as an ITIL user
Database
(CMDB)
Configuration PRB1326059 The CMDB 'identifyCI' API is committing changes

Management where it is not supposed to
Database
(CMDB)
Configuration PRB1322732 The CMDB dashboard is not getting filtered with

Management the respective CI class when the filter is applied on
Database navigating to the child dashboard
(CMDB)
Configuration PRB1333320 The View Toggle UI action on cmdb_ci is not working

Management
Database
(CMDB)


category
Configuration PRB1342852 'Personalize Form' and 'More options' menus are too
Management short when they are viewed on CMDB tables that
Database contain the CI Relations formatter
(CMDB)
Configuration PRB1335739 The metrics suggested relationships, containment rules,

Management and hosting rules do not accept preference changes
Database after the first time the relationship compliance
calculation job is run
(CMDB)
Configuration PRB1313437 Users receive the error message with 'illegal access'
Management when comparing an update of cmdb_ci.category
Database and when attempting to resolve conflicts after an
upgrade
(CMDB)
Configuration PRB1316190 If the 'OR' condition is used in the query, results will
Management break when the filter condition is changed
Database
(CMDB)
Configuration PRB1320811 CMDB Baseline diff takes too long for CI's with many
Database
(CMDB)
Configuration PRB1323853 CI is marked as orphan in CI Dashboard even if the

Management orphan rule is satisfied
Database
(CMDB)
Configuration PRB1323862 Slow processing for Cloud Event Handler due to

Management unexpectedly high volume
Database
(CMDB)
Configuration PRB1332935 An orphan rule with a condition that uses two or more
Management relationships in an AND statement incorrectly reports
Database CIs as orphans
(CMDB)
Configuration PRB1320955 Audit Failure Count exceeds the total count resulting in
Management negative scores
Database
(CMDB)
Configuration PRB1321241 The Delete Relationship button from the Relationship

Management Editor shows for users that do not have the right to
Database delete relationships
(CMDB)


category
Configuration PRB1321431 The cmdb_health_orphan_rule form layout has bad

Management split elements, causing cropped condition builder in a
Database normal form view
(CMDB)
Configuration PRB1325637 Preview reference pop-up window is triggered on

Management hover and sometimes stays open when cursor moves
Database away
(CMDB)
Configuration PRB1328052 The CMDB View Dashboard does not copy all widgets
Management
Database
(CMDB)
Configuration PRB1331886 The 'Hybrid Entry CI Criterion Attributes' entry flashes

Management for a second, then disappears on the Identifier Entry
Database [cmdb_identifier_entry] form
(CMDB)
Configuration PRB1332640 The back arrow does not bring users back to the main
Management business application screen
Database
(CMDB)
Configuration PRB1335206 Users with the cmdb_query_builder role cannot create

Management CMDB Query from the CMDB Query Builder page
Database
(CMDB)
Configuration PRB1343528 Delete saved query from CMDB Query builder GUI
Management takes a long time and freezes session
Database
(CMDB)
Configuration PRB1345483 CI Relationship formatter does not show some

Database
(CMDB)
Configuration PRB1348946 The CMDB health dashboard correctness duplicate

Management metric ignores the identification rule set on a specific
Database class
(CMDB)
Connect PRB1350071 In Connect Support, the closed_at field is set both

when the end user and the agent close the chat,
which causes the chat duration to be longer than
expected


category
Content PRB1334860 Scrollbar no longer works in iframe after upgrade to

Management Madrid
System
(CMS)
Contextual PRB1331360 The search function does not work during the upgrade
Search process
Contextual PRB1323751 Knowledge articles are not accessible from the

Search contextual search widget
Contextual PRB1342728 No record is created in Knowledge Use [kb_use] table

Search for tables that don't extend the task table
Contextual PRB1320864 When container split is used in a record producer,

Search KB article with wide images has issues with display in
contextual search result on Service Portal
Contextual PRB1328003 Inconsistent behavior while attaching article with large

Search content to incident through contextual search results
Contextual PRB1343621 The search is broken when the title is empty in the
Search search result
Continual PRB1322385 Business rules contain gs.log in Continual Improvement

Improvement Management
Management
(CIM)
Core Platform PRB1235563 'Choices unload - before' and 'Choices unload' base
instance business rules cause excessive delay in
creation of sys_choice records when multiple records
already exist
Core Platform PRB1326375 Class field choices for task only show tables that
extend the current class but not the entire hierarchy
Core Platform PRB1318967 AssignmentEngine can sometimes override

DataLookupScriptEngine
Core Platform PRB1298960 Concurrent requests to static image content cause

exceptions, and only one of the requests succeeds
Core Platform PRB1202853 New Translated Text/Translated HTML columns are

missing mandatory attributes to work properly
Core Platform PRB1305249 Related List Condition with Greater than or is field
throws SQL exception
Core Platform PRB1308394 Unable to set the value of a 'Table Name' type field on
a template
Core Platform PRB1309730 The webdav integration issue because of SSL
Core Platform PRB1312960 Security Constraint Message when list is grouped by

and filtering Report by Keywords content


category
Core Platform PRB1313643 Restricted Caller Access does not have a source type
for Record Producer Variable
Core Platform PRB1314728 Problematic Data policy containing invalid Data Policy
Rules causes other valid Data policy not to be honored
when the data comes from an import set
Core Platform PRB1315351 Progress worker jobs canceled due to max pool size do
not cancel execution tracker or display an error to the
user
Core Platform PRB1319115 Unable to access parent fields in a report from task
extended child tables of the Table per class extension
model
Core Platform PRB1321147 Label of sys_dictionary record changed to English

when adding an attribute
Core Platform PRB1326705 Links in ISC banner navigate to outdated versions of

knowledge articles
Core Platform PRB1328647 Gibraltar phone numbers are considered 'Invalid

phone number' and are not saved for 'Phone Number
(E164)' type fields
Core Platform PRB1330297 Restricted Caller Access Privileges

(sys_restricted_caller_access) table does not have a
coalesce strategy that matches its unique compound
index
Core Platform PRB1336672 Restricted Caller Access throws NPE's when certain
information is null
Core Platform PRB1352398 Unable to install the Remote Tables plugin with the
admin user
CSM PRB1324586 When creating an Event within the Community, if the

Communities date format is other than yyyy-MM-dd, an 'invalid date'
message appears after the user selects the start date
CSM PRB1343076 Community Login page stuck in a refresh loop (infinite

Communities loading loop)
CSM PRB1349990 'Display Name' is not captured and should be a

Communities mandatory field in the Community profile
Currency PRB1324308 Exchange Rates (fx_rate) table doesn't allow null/

empty values and breaks the sc_cat_item.list if it has
catalog items associated with this currency
Currency PRB1332628 Update of the Exchange Rate is not taken into

account for Catalog Items and Shopping Cart
Customer PRB1315335 Related lists from scoped apps don't display records as
Service expected


category
Customer PRB1320015 On Safari Browser, Header Menu doesn't appear

Service as expected in both CSM & CSP Portals with base
instance theme
Customer PRB1320585 In Chrome browser, when a user clicks the reference

Service icon to open the pop-up, the pop-up shows a 'Please
configure Resolution Shaper for undefined' error
Customer PRB1327645 The contextual search widget does not show up in the
Service Customer Service Portal
Management
Customer PRB1333434 Unable to see the proper template after downloading

Service Template(excel file (.xlsx))
Management
Customer PRB1330457 When trying to access Inbound Email Actions

Service records belonging to Case table in customer service
Management application scope, system hangs while record is still
loading
Customer PRB1330973 Users with the sn_customerservice_agent role cannot

Service see entitlements after the upgrade
Management
Customer PRB1323113 Invalid record shipped as part of the Special handling

Service notes (com.sn_shn) plugin
Management
Customer PRB1323917 Server script in Service Portal 'Approvals' menu item

Service (CSM Header Menu) references the wrong table,
Management causing the 'Article not found' UI message
Customer PRB1324787 'Registration Request' widget on the csp_registration

Service page for the Italian and French languages fails on
Management load of the csp_registration page
Customer PRB1325234 In London, sn_customerservice_agent cannot see dot-

Service walked fields in the list view
Management
Customer PRB1326724 csm_ws_integration role should be added as part of

Service the Sprinkler API
Management
Customer PRB1328038 Recursive Business Rules on CSM

Service
Management
Customer PRB1328207 The login button on the Customer Service Portal

Service (CSM) registration page routes to the wrong page
Management (customer_service)
Customer PRB1328525 The system property

Service glide.cs.email.case_queue_address changes its name
Management if a suffix is added


category
Customer PRB1331174 Can't submit a new Publication with the expected

Service Number if the glide.itil.assign.number.on.insert
Management property is set to 'True'
Customer PRB1336822 For the Openframe pop-up in Agent Workspace, there

Service is white line in the pop-up, and the Close button is
Management missing from the header
Customer PRB1337095 Using 'Updated Selected' from the Accounts table

Service layout creates a new Account record
Management
Customer PRB1337247 CTI hold is not working

Service
Management
Dashboards PRB1322761 Dashboards shared to the 'public' role are not visible in
and Home the Dashboards overview
Pages
Dashboards PRB1343508 EXPAND ALL for List Reports is not working on non-
and Home responsive dashboards
Pages
Dashboards PRB1336340 Users are not able to see the dashboard and a blank
and Home page with the text 'Sorry!' appears
Pages
Dashboards PRB1345406 Unable to view the Contextual Menu on a Dashboard

and Home if a cascading Filter is loaded first on that same
Pages Dashboard
Data PRB1323923 Recursive call of base instance business rules 'Update

Certification next run time' and 'Update next run time during
execution' reported in the logs and impacting
performance
Data PRB1331512 Data Certification Task check box doesn't align

Certification correctly
Demand PRB1314510 Incorrect formula used for Demand Score calculation

Management
Demand PRB1324298 After upgrading to London, the 'Reset to Draft' UI

Management action on the Demand form causes simultaneous
update alert
Demand PRB1325805 Calculation of Net Present Value is incorrect

Management
Demand PRB1338602 Comparing financial baselines on Demand shows

Management currency as USD when instance is single currency
Dependency PRB1335398 Dependency View Map doesn't show

Views drop-down values of Dependency Types if
glide.invalid_query.returns_no_rows is set to 'True'
(BSM Map)


category
Discovery PRB1321414 The missing definition of 'authorization required'

influences the decision of 'Access Denied' for basic
auth for SM and HD Discovery
Discovery PRB1338064 ACL rules are missing for the

discovery_classy_http_match_list table
Discovery PRB1334362 After the Madrid upgrade, the SCCM 2016 Software
and SCCM 2016 Software (AI) data sources fail with
SQL syntax errors, and failure also occurs with SCCM
2012 Software and SCCM 2012 Software (AI) data
sources
Discovery PRB1328689 When discovering a switch stack using patterns, there

is no Pattern Log in the Discovery Log, or device
records are duplicated with cropped source names
Discovery PRB1327365 Routing probes active in both 'Standard Network

Router' and 'Network Router Pattern' for new Discovery
users
Discovery PRB1329996 NPE in VCenterExtension prevented the vCenter Event

Collector context from trying remaining vmWare
credentials
Discovery PRB1336879 Launching credential-less Discovery from Shazzam can

use a large amount of memory
Discovery PRB1318010 ShazzamLaunch fails when a schedule uses load

balancing MID cluster and the IP ranges configured
have incorrect IP range exclusions
Discovery PRB1320867 Typo in

DiscoveryReconciler.doPostReconciliationCleanup()
logic causes related list absent status to flip randomly
Discovery PRB1330874 Horizontal discovery using patterns may fail if the

discovery_source value is changed using the
glide.discovery.source_name property
Discovery PRB1311068 Discovery schedule runs on target instance after

cloning
Discovery PRB1315470 Discovery of Sparc architecture Solaris servers

populate the Serial Number field with an error
message
Discovery PRB1318705 Redundant Discovery Behavior Phases cause infinite

looping in London
Discovery PRB1320780 The URL generated by the AWS contains parameters

that must be encoded
Discovery PRB1322288 Windows Classification doesn't work properly for LTSB

versions


category
Discovery PRB1323655 Increase the maximum length of the Alias field in IIS
Directory
Discovery PRB1323674 Discovery errors on Oracle CIs
Discovery PRB1330251 Availability of 'Discover now' UI action to users with ITIL

role
Discovery PRB1113671 Sensors business rule runs for non-Discovery ecc_queue

inputs
Discovery PRB1310115 Issues occur using two SNMPv3 credentials with the
same username
Discovery PRB1312600 VCenter discovery picks up wrong MID server via MID
selection API
Discovery PRB1314743 SNMP alternate port discovery is not working as

expected
Discovery PRB1317096 Excessive error messages logged for 'No mid found to
trigger credential-less discovery for'
Discovery PRB1319014 The vCenter discovery creates related records even

when creation of CI record fails
Discovery PRB1319939 VMware VM identification doesn't use index in

VCenterVMsSensor
Discovery PRB1319943 The cmdb_ci.category and subcategory set

incorrectly by ADM
Discovery PRB1323704 The discovery_device_history workflow icons are

missing
Discovery PRB1324158 When user sets glide.ui.escape_text to 'False', Discovery

home page shows 'The entity name must immediately
follow the '&' in the entity reference' error
Discovery PRB1327270 The reconciliation code has been updated to prevent

duplicate IP addresses from being inserted in the
cmdb_cI_ip_address
Discovery PRB1327557 'Linux - Azure' probe doesn't work properly if the Linux
VM is on Static IP Address
Discovery PRB1330417 Facilitate CyberArk integration with Now Platform
Discovery PRB1335019 Performance issues with 'Discovery Error Instance

Cleanup' job
Discovery PRB1340437 The vCenter doesn't create disks for all datastore disks
Discovery PRB1346774 MSSql DB On Windows Pattern not populating TCP Port


category
Discovery PRB1116769 If a downed MID server is listed to use in a behavior, it is

still chosen for discovery
Discovery PRB1315030 ClassUtil - error trying to instantiate

com.snc.core_automation.
model.js.DiscoveryScheduleJS
Discovery PRB1315914 Linux Memory Module (probes) capacity assumes that

units are always in Mb and fails to convert Gb values
Discovery PRB1319635 Turning on Cisco Indexing can lead to very large (100+
Mb) SNMP
Discovery PRB1321092 VMs are not reconciled with guests created by

credential-less discovery
Discovery PRB1321998 Multiple discovery.canceled events triggered on

schedule using MID cluster
Discovery PRB1322212 Subnet Discovery is canceled if Discovery Status Mutex

isn't acquired within 1 second
Discovery PRB1322634 Records added to Storage File Shares related list under
storage server aren't shown on the related list
Discovery PRB1322805 The 'Discovery CI schedule Manager > CI Schedules'

displays incorrect state of schedules
Discovery PRB1324696 Start date (start_date) field in cmdb_ci_esx_server

records isn't populated as stated in documentation
Discovery PRB1324895 Modified pattern fix scripts to update necessary

relationships for switches and routers
Discovery PRB1325702 Some Linux filesystems aren't being discovered
Discovery PRB1325840 ServiceMapping DEBUG PID isn't provided when

launched from Disco Log
Discovery PRB1326524 Windows 2016 and later families that are part
of a Windows Cluster don't discover or create
cmdb_ci_win_cluster record
Discovery PRB1326531 The ZOS.bash probe causes Discovery to crash when

running on a non-standard shell
Discovery PRB1326902 Patterns are not creating records for separate

adapters on CI with the same destination IP network
Discovery PRB1327094 The step 'Remove duplicates from cloud database'

should run immediately after 'Create Cloud database
CI'
Discovery PRB1329685 Discovery schedule can remain in active status with

a Shazzam output error if MID Server goes down while
discovery is running


category
Discovery PRB1329767 SNMP GETBULK should be enabled by default
Discovery PRB1330682 Discovery Home Page becomes stuck in some cases

when attempting to retry discovery on a patterned
failed error
Discovery PRB1331061 DB2 instance on Windows Pattern does not retrieve

INSTANCE name
Discovery PRB1331306 Issues with 'OSs - Pre Sensor' pre post processing script
Discovery PRB1332295 Process Classifier for Apache doesn't work on Windows
Discovery PRB1332699 Discovery is creating CI relationships between base CI

and all duplicate 'related' CIs
Discovery PRB1332785 Linux discovery does not populate the file_system

attribute on cmdb_ci_file_system table records under
certain conditions
Discovery PRB1333841 Issue with date format in Discovery home
Discovery PRB1334471 Spurious update set addition on invalid Quick Range or

viewing of discovery_range_item record
Discovery PRB1335871 Generic VLAN OID is missing from the SNMP - Switch
- Vlan probe causing Layer 2 relationships not to be
created
Discovery PRB1336123 Storage reconciliation does not work without target

WWPN
Discovery PRB1337311 The 'tcp_port' field value cannot be changed or

updated from Oracle and PostgresSQL patterns
Discovery PRB1339216 Linux Server, ext: "UNIX Cluster - ORACLE Clusterware"

occurred due to several steps that returned not only
the result but some additional info
Discovery PRB1344322 Sun directory server connection to database is not

getting created
Discovery PRB886423 The vmCreation Event creates VM record in global

domain even when running domain separation
Discovery PRB1350149 When the software vendor name is too long, users get
NPE or duplicate core_company records via Linux -
Installed Software
Discovery PRB1335372 Credentials are not validating when IAM profile

configured mid is pointed to instance
Discovery PRB1297809 The WMI Classify probe may become slow when it
needs to iterate through invalid credentials
Discovery PRB1346348 ADM uses extremely inefficient GlideRecord queries


category
Discovery PRB1342286 Pattern temp variables get truncated to 1024

characters (hardcoded max value)
Domain PRB1317106 Domain table's default field shouldn't be hard-coded

Support
Domain PRB1340400 Passing null values as the sys_id/UniqueValue to

Support DomainForAttachmentEngine can cause all records in
the sys_attachement table with the null table_sys_id to
be updated
Domain PRB1319756 Using setDisplayValue in the script include to set the

Support domain causes the corruption of the domain cache
Domain PRB1347170 The getMyGroups() does not work in scoped

Support applications
Domain PRB1344145 Loading groups as the first query the user executes
Support can cause issues with the domain group visibility when
the group cache is cleared
Edge PRB1317505 Edge proxy failover does not work when the upgrade
Encryption fails because of locked resources, the upgrade fails
when the proxy host property points to the load
balancer
Edge PRB1323400 The type of the field 'proxy_version' in the table

Encryption 'sys_encryption_proxy' is still decimal(20,2) for all
upgraded instances with Edge installed before Jakarta
Edge PRB1327874 When users encrypt journal type fields, the decrypted
Encryption text appears as one line without the proper new line
formatting
Edge PRB1326353 The sys_encryption_key_configuration does not extend

Encryption the sys_metadata due to an issue with the fix script
Edge PRB1336598 When deleting a sys_encryption_key, the related

Encryption sys_encryption_proxy_key must be removed as well
Edge PRB1338453 Edge proxy base instance wrapper.conf changes

Encryption
Edge PRB1339659 Unable to create attachment key rotation job

Encryption
Edge PRB1347096 With edge configuration on attachment, uploading

Encryption two attachments at the same time will corrupt the
second one
Edge PRB1347512 The 'Invalid insert' message appears when users try to
Encryption insert a record on a table
Edge PRB1349278 The content_escape_type_start_tag is part of the

Encryption metadata, impacting equality preserving searches
after the upgrade


category
Email PRB1330450 Navigating to the email client throws a warning

'"GlideSecurityChecks" is not defined' in the logs
Email PRB1304287 The Integration Hub 'Send Email' action does not
properly display HTML in the email body
Email PRB1317321 Drag and Drop functionality is not working in the Email
Client
Email PRB1317457 The approval_activity email script is missing a

semicolon
Email PRB1320961 Emails sent using the Email API or the Flow Designer are
not adding watermarks to a sent email
Email PRB1322760 The approval_activity email script incorrectly shows

approval records that are not extended from the task
table in the Approval Activity section for sent emails
Email PRB1326005 When an associated notification has been set to

mandatory, notification preferences show that a
secondary device is turned off even though it is
actually turned on
Email PRB1341401 The business rule triggered by the 'insert via Inbound
Action' causes a 'Unique Key violation' error
Email PRB1300663 Recipients set via an email script are overwritten when
a notification is processed
Email PRB1306253 The Target field is not populated in the mailbox when
an email is sent from Flow Designer using the Service
Catalog Trigger
Email PRB1315991 The 'Unsubscribe from Notification' inbound action

throws an incorrect message in sys_email records
Email PRB1320268 When a recipient is copied using the

email.addAddress API, displayName does not function
Email PRB1320526 When an invalid address error occurs, BCC addresses

are added to the Recipients field
Email PRB1320992 Emails are deleted from the mail server when it is
unable to insert sys_email records
Email PRB1323125 When Slack messages are sent with the Now Action
application, you cannot manipulate the TEXT fallback,
which causes an 'Unable to show buttons' alert
Email PRB1324395 Need better logging for identifying corrupt

attachments or Inline images in an email
Email PRB1325075 Reprocessing a received-ignored email does not

change the state


category
Email PRB1333562 Preview Notification renders a plain text message that

contains HTML characters as HTML, when it should
render the HTML characters as text
Email PRB1334807 Preview Notifications are not generated when two

users with the same email address, but in different
case, are added to the notification recipients
Email PRB1338232 Emails generated by the Email Client that are split due
to the recipient count system property can end up
with two different 'From' addresses
Email PRB1339507 The 'cmn_notif_message.send_email' and

'cmn_notif_message.send_sms' fields are deprecated
Email PRB1339925 When an inbound email with an additional person in

the 'To' line is sent, an Incident is created, instead of a
Case
Email PRB1344237 Incident notification message doesn't fit the behavior
Encryption/ PRB1281667 GlideCertificateEncryption returns null mac for an

Cryptography empty string
Encryption/ PRB1347478 The encrypted scratchpad plugin causes NPE when

Cryptography starting workflows that use the encrypted scratchpad
Event PRB1328251 Issue with the Alert Aggregation Learner in the Service
Management Analytics
Event PRB1344245 Event Management/ Platform Performance Issues - EM

Management dashboard loads service mapping slowly
Event PRB1314704 Some events do not appear in ServiceNow instance

Management
Event PRB1315380 EvtMgmtKBHandler updates the same alerts multiple

Management times and causes delay in 'Event Management -
create/resolved incidents by alerts' scheduled job
Event PRB1317278 'Maintenance status of CI' maintenance rule

Management should handle CIs in 'Retired' status different from
'Maintenance' status
Event PRB1321194 Migrating an alert rule to a management rule breaks

Management regex conditions in the alert filter
Event PRB1322651 Alert notes in the Create Task legacy subflow show an
Management incorrect link to the alert rule that it matched on
Event PRB1323624 When closing the secondary alert of an Aggregated

Management group (Primary prototype), all alerts in the group are
closing too
Event PRB1326336 When an alert is re-opened and creates new incident,

Management all the fields are being overridden


category
Event PRB1328127 The duplication of license counting in the

Management em_unique_nodes table
Event PRB1343371 Default binding with mac address doesn't work when
Management there is no network adapter on host
Event PRB1266985 Service group impact calculation is not consistent

Management
Event PRB1296119 In impact job, DB connection fails and does not

Management release mutex
Event PRB1300516 When too many events occur during a second, OMI
Management connector fetching events enter a cycle and stop
progressing
Event PRB1314397 Issues with the NodeInfoCache

Management
Event PRB1317605 Dashboard may not show the correct impact for
Management a business service connected to another business
service
Event PRB1320774 Able to set number of workers in multi-node to be

Management higher than total available in the node
Event PRB1322268 Activating the Event Management plugin removes

Management related lists from incident form
Event PRB1329119 When using French Canadian language, clicking the

Management 'Event Rules' module throws an error
Event PRB1331274 Issue with Event rule page when we save and then try
Management to click back
Event PRB1337296 Alert Similarity causes performance issues during

Management loading of the Alert form
Event PRB1337592 MID Server agent logs show an invalid message

Management parameters error
Event PRB1339405 Severity icons on legacy dashboard and on map have

Management white borders
Event PRB1340104 'Event Management - process events' scheduled

Management job spends significant time updating records in
sys_attachment table with table_sys_id as null
Event PRB1340750 Browser crashes if a business service has thousands of

Management em_impact_status records
Event PRB1342119 Scheduled jobs with Invalid Trigger Class are never
Management processed
Event PRB1350076 The impact status is calculated incorrectly on OS

Management cluster


category
Event PRB1349845 Unable to navigate through the nodes, applications,

Management and the database instances in any of the service
maps
Event PRB1330185 The number of impacted services for the incident is not
Management calculated correctly when opening the incident from
the alert
Express to PRB1319475 During upgrade, the Create Request UI action is not

Enterprise associated with incidents
Express to PRB1327009 Closing catalog task as Closed Skipped or Closed

Enterprise Incomplete does not change the RITM state
Field PRB1322299 Normalization jobs are not created as described in the

Normalization documentation
Field PRB1338060 Admins can't review scheduled jobs in the

Normalization cds_client_schedule table (Normalization Data
Services plugin)
Field Service PRB1339946 The $agentSchedule.do calendar does not show

Management inactive work order tasks
Field Service PRB1340394 Checklist templates applied to templates are not

Management created for work order task records created by the
user
Field Service PRB1320322 Dynamic Scheduling is not un-assigning tasks when

Management trying to assign a higher priority task to the same time
Field Service PRB1321761 Few Reports (sys_reports table) without any roles were
Management not assigned the snc_internal role after the CSM plugin
activation
Field Service PRB1321859 Error message is shown when a valid google Map
Management API key is provided but there is no valid Client ID and
private key
Field Service PRB1323843 SMGeolocationUtils script include does not properly

Management process GlideList fields such as Type
Field Service PRB1324860 Updating work order task from the Central Dispatch
Management does not close the pop-up window when navigating
from the homepage
Field Service PRB1325729 Estimated work duration does not get updated when
Management template is used
Field Service PRB1329895 Inactive groups are visible in the Team Calendar
Management
Field Service PRB1334571 The base instance business rule 'Populate Schedule
Management - New SOT' does not set the Window end field to the
Requested due by field on Work Order, but instead it
sets the Window start field on Work Order Task to the
current time


category
Field Service PRB1334911 The gs.log() in Team Calendar is not descriptive and
Management always gets printed
Field Service PRB1346500 Merging consumables causes associated Asset Usage

Management record to be deleted
Field Service PRB1349567 The appointment booking date/time and the tool tip
Management are not translated
Field Service PRB1344996 Auto-routing is not able to get data from Google due
Management to Google business plan changes
Finance PRB1344081 When specific cost plans that enable edit mode are
Service selected, and the user selects a different row and then
Management back to original row, all cost values are removed
Financial PRB1339385 Generate weight maps job should be made a

Management quarterly job and inactive
Financial PRB1320262 When the glide.sys.time_format system property is

Management using the 12-hour time format of hh:mm:ss, validating
fiscal periods causes validation errors
Financial PRB1317721 Receiving the 'org.json.JSONException:

Management JSONObject["status"] not found.' error when promoting
a Forecast Plan if no Fiscal Periods existed for the
previous year
Financial PRB1332723 Time card expenses are getting calculated twice

Management under certain conditions
Financial PRB1323577 Scrolling resets on Investment Portal when scrolling

Management from horizontal to vertical and vice versa
Financial PRB1324758 Allocation page hangs when trying to split a bucket

Management with 2000 groomed lines
Financial PRB1319778 The variance in the benefit plan breakdown is not

Management calculated when benefit plans are in multi-currency
Financial PRB1344437 Unable to view the full 'Configuration' pop-up window

Management from the Investment Portal (Microsoft Edge only)
Flow Designer PRB1320713 After an application with flows is imported into another
instance, the flows do not run in the second instance
Flow Designer PRB1309479 Flow designer can record updates from different
application scopes in a single update set
Flow Designer PRB1320631 The search bar does not work for the 'Create Task' and
'Update Record' actions in the Flow Designer
Flow Designer PRB1306282 No HTML Source Code button is available for emails in
Flow Designer
Flow Designer PRB1323711 Issue with the copy action in the Flow Designer


category
Flow Designer PRB1330114 Action type snapshots are created with blank display
names
Flow Designer PRB1335904 The rest of the approval records generated by Flow
Designer are not moved to 'No Longer Required' after
one user from the group approves the record
Flow Designer PRB1320234 List field type in the condition of a look up records step
fails
Flow Designer PRB1321837 Updates to subflow properties in a scoped application

does not get saved
Flow Designer PRB1327008 Time for Daily/Weekly/Monthly triggers do not display

or displays '00:00:00'
Flow Designer PRB1329102 Default values for inputs are not being used when the
subflow is executed directly
Flow Designer PRB1333399 Some of the IntegrationHub files are missing when a
commit is made
Flow Designer PRB1333675 Request overview does not show stage duration if
using flow designer
Flow Designer PRB1337733 Target table value not auto populated when dragging
incident record pill to target record field in Action
Flow Designer PRB1339462 Unable to add users in the 'Ask For Approval' action of
a flow
Flow Designer PRB1347511 RecordLookup action may error out if scripted ACL
depends on the current record
Flow Designer PRB1348349 The 'Wait for a duration' summary calculates and
displays the date in mm/dd/yyyy when the system
date format is dd/mm/yyyy
Flow Designer PRB1345098 The Name/Value variables break after adding an

action to a flow in Flow Designer
Flow Designer PRB1347484 The Once Per Unique Change trigger is not working for
multiple records with the same change
Flow Designer PRB1322476 Flow fails to load after being loaded as application
(when flow calls a subflow, which calls an action)
Flow Designer PRB1345856 The 'If' activity cannot use 'Skipped' in a condition
when the Ask for Approval action result is skipped
Flow Designer PRB1345913 Catalog Task that are created in a Flow Designer flow
do not close when the REQ/RITM is canceled
Forms and PRB1253689 Configure label of 'Applied on catalog item view'

Fields throws error 'Cannot read property 'getName' of null'


category
Forms and PRB1328635 Dependent reference fields cause compiler errors

Fields
Forms and PRB1341948 The contact (caller_id) on the incident form

Fields disappears for ITIL users when the caller is set to
inactive
Forms and PRB1300597 Forms intermittently blank out on an iPad during

Fields scrolling
Forms and PRB1303448 The main frame of the form is stretched horizontally
Fields depending on the number of columns added to the
related list in the form
Forms and PRB1303681 Error 'java.lang.IllegalArgumentException: Invalid table:

Fields sys_ui_policy_rl_action' traced in the instance log after
partial upgrade
Forms and PRB1310874 Encryption Context is not visible for a field when an
Fields Encrypted Field Configuration is used
Forms and PRB1320969 If the Hebrew character '#' is used in a tag, the system
Fields submits the tag instead of actually adding the letter '#',
because it equates to the comma ',' on a US keyboard
Forms and PRB1321758 Multi-level bullets and numbered lists don't behave
Fields correctly in Wiki KB articles for published articles
Forms and PRB1321894 Opening an attachment file with the sysparm_tiny URL
Fields parameter fails and shows a blank page
Forms and PRB1322026 If some field types are displayed in the Approval
Fields Summarizer but are not present on the form, JavaScript
console errors occur
Forms and PRB1322222 If a 'File Attachment' type field is made mandatory, it

Fields does not support attaching a file anymore
Forms and PRB1322486 A mandatory field in global scope changes to non-

Fields mandatory when you change the view of the field
dictionary in a scoped app
Forms and PRB1324683 Records with display values containing newline

Fields characters are treated as invalid references
Forms and PRB1235266 Mandatory field constraint on 'Say' activity in Notify

Fields workflow must be disabled when using the 'Advanced'
check box to script the field values
Forms and PRB1312961 The Personalize Form can hide mandatory and hidden
Fields fields
Forms and PRB1314964 In a display business rule, using setValue does not set
Fields the value in a form section, however, the business rule
will work if the field is within the first section


category
Forms and PRB1321234 Tooltip is not available via the keyboard

Fields
Forms and PRB1321861 Validation Script of type Journal Input causes any form
Fields containing Journal input fields to fail
Forms and PRB1322031 The Tree Picker does not show data when dot-walking
Fields to a location field using a custom reference field in a
custom table
Forms and PRB1322084 The grey mandatory asterisk does not display next to a
Fields filled mandatory field when the UI policy is applied
Forms and PRB1324014 Setting the user preference 'enter_submits_form' to

Fields True and searching from a list on the form (or entering
values in a string field) and pressing Enter causes the
system to execute the first UI Action on the form
Forms and PRB1330954 Dot-walked fields of type URL do not show their value
Fields on the form for non-admin users when their reference
field record is selected on the form
Forms and PRB1331508 Instructions are not provided for date fields
Fields
Forms and PRB1293995 Screen readers are not reading pop-up notifications
Fields
Forms and PRB1300292 Date fields do not change to 'Days ago' after
Fields updating the field
Forms and PRB1307236 Users can't select Keystore from the protocol profile
Fields page
Forms and PRB1309775 Incorrect format for Phone Number (E164) field when
Fields using the Hebrew language
Forms and PRB1310524 The reference icon in the 'Sharing' menu does not stay
Fields open
Forms and PRB1312331 Labels/Fields alignment is not correct when using the
Fields Hebrew language
Forms and PRB1313014 When a user navigates to a record from the reference
Fields preview, a generic browser-generated confirmation
dialog appears instead of the ServiceNow-specific
confirmation dialog
Forms and PRB1314230 Changing a reference field to a drop-down doesn't

Fields honor the reference qualifier
Forms and PRB1314419 Asterisk indicating required field is not announced by

Fields JAWS
Forms and PRB1314429 Page title does not describe the topic or purpose of
Fields the page


category
Forms and PRB1317094 Focus from 'preview this record' isn't removed even
Fields when clicking on another field
Forms and PRB1317456 Attribute tree_picker=true doesn't show category tree

Fields
Forms and PRB1317525 Phone Number (E164) dictionary doesn't run UI policies
Fields when its value is set by script (g_form.setValue)
Forms and PRB1317609 Checklist items on the incident form can be deleted
Fields by any user with access to the form
Forms and PRB1318076 Activity Filter pop-up dialog closes immediately after
Fields being clicked in the CMS form
Forms and PRB1318579 The native script field becomes read-only if the script
Fields field from a data lookup is set to 'Read-only'
Forms and PRB1319676 Live form updates are inconsistent when one of two
Fields users updating the same form has network connection
issues
Forms and PRB1319689 Hint message on read-only currency field is broken in

Fields the French Canadian language
Forms and PRB1320289 Tooltip 'Invalid Reference' for a correct value in the
Fields reference field
Forms and PRB1320384 Reference field shows full list after clicking on
Fields TableCompleter reference list
Forms and PRB1320671 Incorrect Presence update to Date type field when
Fields date format (glide.sys.date_format) is changed to a
non base instance value
Forms and PRB1321230 Instructions are not provided for specific date fields
Fields
Forms and PRB1321517 When you unlock and relock a URL field that contains
Fields a long URL, the rendered link does not wrap properly
on the form and is truncated
Forms and PRB1322069 Issue with the glide.tinyurl.minEncodedLength property

Fields in TinyURLProcessor.java
Forms and PRB1322270 Unable to hide the variable set using g_form.setDisplay
Fields when the internal name of the variable set is 'elements'
or 'name'
Forms and PRB1322573 Sections in a form break, and changing system settings
Fields to Tabbed forms makes no difference, the form
sections are missing
Forms and PRB1322643 When saving a checklist, all the user groups are visible
Fields to non-admin users, even if the user isn't a member of
the group


category
Forms and PRB1324044 While expanding a glide list field, if it contains a

Fields lengthy string value the field expands and overlaps
with other fields in the Edge browser
Forms and PRB1324457 The User Preference enter_submits_form property

Fields doesn't deactivate email form submission on incidents
Forms and PRB1325482 E164 phone number validator doesn't accept a valid
Fields Brazil mobile number
Forms and PRB1326427 Dot-walked field values are wiped out in the original
Fields table
Forms and PRB1326658 Live form decoration doesn't appear when a

Fields username has a slash (/)
Forms and PRB1327364 JAWS doesn't announce the state of the specific field
Fields
Forms and PRB1328233 Wiki tags of class 'wikitable' render tables with no
Fields borders
Forms and PRB1330105 Attachment is removed, but the remove gauge never
Fields ends
Forms and PRB1330518 Tooltip is not available via the keyboard

Fields
Forms and PRB1331684 The 'Add/Remove Multiple' icon for a list type field
Fields doesn't work when the field is set to Mandatory
Forms and PRB1332478 Unable to view 'History > List' on records with variable
Fields editor with empty mandatory variable
Forms and PRB1334072 Templates from sys_template fail when a user tries to
Fields populate a GlideList field on the form through the
template as empty
Forms and PRB1334588 List type fields in templates don't save the selected
Fields values via the magnifying glass
Forms and PRB1334852 Live updates don't work on child or related records in
Fields agent workspace
Forms and PRB1336681 On the email Notification form, 'SMS alternate' can't be
Fields set to blank if it has a value
Forms and PRB1337268 Null value displays after emptying the Question field in
Fields the Interceptor record
Forms and PRB1340790 Mandatory asterisk shows for a variable that has a
Fields default value set in expert shell
Forms and PRB1340794 UI policy is not applied when there is condition for two
Fields date type fields


category
Forms and PRB1346085 Number and additional text on the header of new
Fields records when using a View Rule displays different
behavior in Madrid than in previous releases
Forms and PRB1346963 The '+' and '-' buttons are still visible even if the field is
Fields read-only
Forms and PRB1346997 Reset Button is not working while using Personalize Form
Fields functionality
Forms and PRB932852 Configure variable on a table form, doesn't navigate

Fields to variable definition (configure dictionary should go
to dictionary, but this is for variables)
Forms and PRB1350062 Unable to update the 'Cost' field on alm_hardware

Fields using the List context menu option 'Update selected' or
'Update all'
Forms and PRB1347997 When a catalog UI policy (A) is set to 'clear value' of
Fields a checkbox, it will cause that checkbox to become
mandatory if another UI policy (B) is configured for that
checkbox to set other variables mandatory
Forms and PRB1349431 The iFrame content blocks do not render on iPads
Fields
Forms and PRB1334112 The 'Edit Members' page has an incorrect title of
Fields 'ServiceNow'
Forms and PRB1336851 Form annotations disappear during the form layout
Fields reconfiguration
Forms and PRB1308307 The table name is not visible from the form for
Fields the sys_ui_list (List) record created in the scoped
application
Forms and PRB1345935 Reference value is not displaying for the New call table
Fields in Requested item table
Forms PRB1249983 Violation warnings appear when the choice type

Designer control loads or when the property dialog is opened in
service creator designer
Foundation PRB1337437 Unable to Create SM Application after upgrade
Governance, PRB1337995 New read ACL on cmdb_ci_service in the GRC

Risk and application blocks access to the table for anyone
Compliance without GRC roles
Governance, PRB1335006 Unable to add Profile to Engagement

Risk and
Compliance
Governance, PRB1171658 Skipped error for 'sys_dictionary_sn_risk_risk_number'

Risk and when upgrading because it exists on parent table
Compliance already


category
Governance, PRB1338176 GRC Profile related list is not loading

Risk and
Compliance
Governance, PRB1314785 'Show incorrect and unscored responses' filter does not
Risk and work for 'Choice' data type
Compliance
Governance, PRB1326783 Questionnaire designers are very slow when a large

Risk and number of questions are loaded
Compliance
Graph API PRB1301851 CuckooMap.values() function can return a NULL entry

causing the GraphQL schema build to fail
Guided Tours PRB1326534 In Service Portal, Guided Tours can't auto-launch when
navigating from another page
Guided Tours PRB1314336 In Service Portal, callouts in Guided Tour are not
staying relative to elements on page scroll
Guided Tours PRB1321265 Guided Tour creation stops with the error 'Tour was
abandoned' if there is a step that requires you to click
Submit on a form
Guided Tours PRB1324747 Incorrect translation of the Next button text on last step
of Guided Tour
Guided Tours PRB1324754 The Begin button on the introduction modal extends
out of the modal if the translated text is too long
Guided Tours PRB1335377 Guided tours created for specific catalog item are not
restricted to the specific item
Guided Tours PRB1343483 The business rule for the Maintain tour steps order field
runs on 'Current' instead of 'After'
Guided Tours PRB1348130 Unable to auto-launch the custom UI guided tours
HTML Editor PRB1319310 Video cannot be viewed in full screen or height and
width cannot be adjusted
HTML Editor PRB1321950 Unable to attach videos in TinyMCE within the

Incident's Email form
HTML Editor PRB1323929 Expanding the text section in KB articles doesn't work if
the field is hidden
HTML Editor PRB1325726 TinyMCE HTML editor inserts junk span tags when a
style sheet with  symbols is added
HTML Editor PRB1332306 When editing body text on a knowledge article,

pressing CTRL+S (for Windows) or CMD+S (for MAC)
causes the current screen to change to a new record
and all updates are gone


category
HTML Editor PRB1333912 The HTML field does not resize fully if the field is set to
read-only
HTML Editor PRB1336450 Can't forward or rewind on videos embedded to HTML

fields
HTML Editor PRB1338829 Workaround documented in KB0661805 breaks every

time tinymce_setup.xml is updated
Human PRB1278942 Topic Detail and Topic Category should extend

Resources sys_metadata (Application file)
Human PRB1347952 Related lists on the HR Total Rewards Case

Resources [sn_hr_core_case_total_rewards] form are reverted to
the base instance after the upgrade
Human PRB1348007 The error 'Cannot ready property 'pdf_template'

Resources from undefined' appears when requesting a tuition
reimbursement request
Human PRB1344097 Replying emails to an HR case from the personal email

Resources of the user does not update the HR case
Human PRB1315100 When an HR task is closed, the description is hidden,

Resources but the short description is read-only
Service
Management
Human PRB1317807 Requested For Values isn't saved on a Requested Item

Resources from an HR Task
Service
Management
Human PRB1323933 Values of the multi-row variable set are not copied
Resources into the Description field after users submit the record
Service producer
Management
Human PRB1327433 The Populate case SLAs business rule doesn't work
Resources once an SLA is closed
Service
Management
Human PRB1328897 When using Ask a question from the HR Portal on a to-
Resources do, some users are seeing duplicate comments
Service
Management
Human PRB1329431 Issues with HR SuccessFactors REST Department

Resources integration
Service
Management
Human PRB1334917 Errors with HR Case rejection in HR Portal

Resources
Service
Management


category
Human PRB1254233 When users set 'Elevated Privilege' to true on a role, the
Resources role does not work
Service
Management
Human PRB1320515 When creating a new catalog item from the Manage
Resources HR Catalog, users are unable to see the Inactive
Service Assignment Group and Priority field values in the drop-
Management down menu
Human PRB1320625 The sn_hr_pa.admin role has no description

Resources
Service
Management
Human PRB1321714 The entity name must immediately follow the '&' in the
Resources entity reference, a message displays when clicking the
Service Preview Document button on an HR Case
Management
Human PRB1322798 Capture job for local failing to upload files (employee
Resources document management)
Service
Management
Human PRB1322881 Live Feed Admin can read HR messages

Resources
Service
Management
Human PRB1324742 Non-parsable PDFs throw a null pointer exception error

Resources and do not show in the To-dos for the assigned person
Service in the Employee Service Center
Management
Human PRB1326198 Contextual Search Results widget doesn't render

Resources knowledge block body contents properly
Service
Management
Human PRB1326365 Case creation may lose profile reference icon for users
Resources on service change
Service
Management
Human PRB1327019 A document type associated record from

Resources thesn_hr_ef_retention_policy table doesn't get deleted
Service after deleting the record
Management
Human PRB1327614 Logic error in

Resources hrIntegrationsHelper.isPushEnabled(source.source)
Service causes HR Profile update to be skipped
Management


category
Human PRB1328033 The purge functionality of Employee Document

Resources Management does not work when the
Service glide.sys.date_format property is updated
Management
Human PRB1328870 Case creation user search condition may result in

Resources invalid query when searching profile table
Service
Management
Human PRB1329272 Duplicate requested items in Onboarding Lifecycle

Resources
Service
Management
Human PRB1330028 The HR skill from the template is not applied to the
Resources transferred case
Service
Management
Human PRB1332063 The existing sn_hr_integrations_schema_mapping

Resources records are no longer configurable
Service
Management
Human PRB1335620 The Update Document HR task can't clear the error
Resources message without reloading the page
Service
Management
Human PRB1336203 Base instance HR Groups introduced by Demo Date

Resources and set to Inactive are re-activated on upgrade
Service
Management
Human PRB1336390 Inactive choices display when using the HR Suspend

Resources Dialog UI Page, the query that runs doesn't check if
Service the choice is active
Management
Human PRB1337117 Opened for field reference icon in HR Core Cases

Resources displays User (sys_user) data in pop-up
Service
Management
Human PRB1337175 Slow export speeds for HR Profile related queries

Resources
Service
Management
Human PRB1340796 Sign Document Task is not generating for users with
Resources special characters in their username
Service
Management


category
Human PRB1342300 Style sheet record (CSS) added by the Knowledge

Resources Block plugin is changing the color of text in Connect
Service sidebar
Management
Human PRB1344067 HR groups are showing future creation date

Resources
Service
Management
Human PRB1344345 Import failure does not create failure event correctly
Resources
Service
Management
Human PRB1345518 Issue with UI policy conditions when in editable mode

Resources
Service
Management
Human PRB1347360 Unable to upload employee documents when

Resources 'glide.attachment.extensions' has two or more
Service extensions
Management
Human PRB1348200 Case options configured on the HR service are copied

Resources over when transferring a case
Service
Management
Human PRB1348852 The 'Publish' UI action may not work when Security
Resources Incident Response is installed
Service
Management
Human PRB1348896 The HR Profile reference field on the HR case creation

Resources page is not auto-completing
Service
Management
Human PRB1331410 PDFs for sign document do not render in the employee
Resources view
Service
Management
Human PRB1337196 Issue on Course Date Validation Client Script on the

Resources table sn_hr_core_case_total_rewards
Service
Management
Human PRB1319078 Firefox does not provide a scroll bar in the 'Ask a
Resources question' chat window
Service
Management


category
Human PRB1323184 Misspelled variable in script include causes error

Resources
Service
Management
Human PRB1343710 The script include SLATimezone has not been updated
Resources to include the new scoped HR tables to determine
Service caller
Management
Import / Export PRB1317657 An issue with the JDBC probe after the upgrade
Import / Export PRB1269434 Easy import fails for column labels that produce the
same dbname
Import / Export PRB1326619 Issues with the activation of the 'Data Access
Gateway' plugin
Import / Export PRB1330544 API import set runs only one transform when ASYNC
versus SYNC import is used
Import / Export PRB1331481 Two notifications are created when data is imported,
and the import updates the table twice
Import / Export PRB1331491 SQL NULL can no longer be specified as a JDBCProbe

parameter
Import / Export PRB1333773 Transform fails with 'String index out of range: -1'
exception because script cannot return ','
Import / Export PRB1322570 The poll processor does not extend the session and
does not prevent the timeout during export
Import / Export PRB1323435 Unable to export records after applying dynamic filter
Import / Export PRB1332597 Issue with Max Open Cursor with Change
Management
Import / Export PRB1335999 Exporting a resource report to an image results in

unreadable image
Import / Export PRB1301387 JSON import does not support arrays
Incident Alert PRB1321367 An issue related to the event queue performance

Management
Incident Alert PRB1323047 Contact definitions with the empty condition cause
Management exceptions, as a result, other contact definitions are
not processed
Incident Alert PRB1331902 Send Updates option isn't working on the

Management Communication Plan form
Incident Alert PRB1345397 Delayed response when linking incident alerts to

Management problems on 'incident_alert_list'


category
Incident PRB1323009 'Create Child Incident' UI action from Major INC

Management dashboard behavior differs from 'Create Child
Incident' UI action on Incident form
Incident PRB1328572 'Copy Incident' feature doesn't copy 'Contact Type'

Management field
Incident PRB1330680 The Major Incident Overview dashboard does not

Management display all the widgets
Incident PRB1331549 Unable to save changes to incident.actions_taken

Management access control
Incident PRB1332335 'Incident State' value is different from 'State' when

Management 'Assigned to' is populated and 'State' is moved back to
'New'
Incident PRB1345660 Slow performance occurs when you add multiple child
Management incidents to a parent at the same time
Incident PRB1349399 The incident info does not carry over to a problem
Management when creating a problem from an incident form
IntegrationHub PRB1338670 Non-admin users are facing issues with connections

and credentials alias when calling the 'Translate
Text To Multiple Languages' subflow through the
DynamicTranslation API
IT Operations PRB1316028 Tag not saving in tag set value for variable custom tag
Management
IT Service PRB1324920 Refresh Impacted Services UI action available to non-

Management roled users
ITSM Software PRB1337696 Reference to an invalid object in the Remove Cached

Asset Flag business rule on the cmdb_sam_sw_usage table
Management
ITSM Software PRB1329468 Performance issue with the 'alm_license' record

Asset
Management
Knowledge PRB1321428 Author can't retire KB article if revised and re-published

Management by another user
Knowledge PRB1331081 The Yes/No rating option is still visible for the
Management question 'Was this article helpful?' even though
'glide.knowman.show_yn_rating' is set to 'false'
Knowledge PRB1327232 KB 'Affected products' field/widget displays outdated

Management data
Knowledge PRB1329066 Knowledge Import Article tool (for Word) doesn't

Management convert new line inside a paragraph correctly
Knowledge PRB1333327 Knowledge article update and delete option is missing

Management for image types when using versioning


category
Knowledge PRB1338348 Outdated article version shows even if the published

Management version has user criteria
Knowledge PRB1315676 Scroll option doesn't appear for categories in

Management Knowledge Bases in Service Portal
Knowledge PRB1316947 Approvers can publish KB articles in Knowledge Bases

Management for which they aren't approvers, as long as they are
contributors
Knowledge PRB1318034 'Search Results' count mismatch with displayed

Management number of results in knowledge portal '/kb'
Knowledge PRB1319165 KB Product Entitlements and Knowledge Product

Management Entitlements cause significant delay for users looking at
pages which have knowledge records loaded
Knowledge PRB1321410 Attaching ticket to Knowledge article updates the

Management version
Knowledge PRB1321500 After upgrading to London, the Ratings and Mark as

Management Helpful buttons no longer work in CMS
Knowledge PRB1322867 Knowledge article title doesn't render special

Management character in kb_view page
Knowledge PRB1323831 SharePoint WebDAV integration doesn't return

Management content type of the document in the response to get
document properties
Knowledge PRB1324807 Users experience slowness when loading the V3

Management Knowledge search/browse page
Knowledge PRB1324878 Users with 'SNC_READ_ONLY' role can't see KB articles

Management when doing a text search with keyword
Knowledge PRB1326302 Setting default knowledge 'Can Read' and 'Cannot

Management read' field values from KB doesn't work as expected
Knowledge PRB1329714 Notifications sent from the 'KM: AQI on Article'

Management notification record don't check if users are active
Knowledge PRB1331691 Knowledge Import Article tool (for Word) imports

Management comments into the article
Knowledge PRB1332411 Source article in translation task is not updated with

Management latest version
Knowledge PRB1332837 'View Version' in KB article throws 'Knowledge record

Management not found' error
Knowledge PRB1334367 The 'kb_use' entry is created with an outdated version

Management of the KB article when doing a global search
Knowledge PRB1336089 Deprecated Knowledge Analysis is still visible after

Management upgrading


category
Knowledge PRB1337675 Issues occurring when navigating to knowledge

Management search page from portal other than a knowledge base
portal
Knowledge PRB1338229 In Knowledge Search results, when user hovers over

Management category and selects it, a tooltip appears and doesn't
disappear after user moves the mouse
Knowledge PRB1338831 Knowledge Management homepage contains

Management 'Knowledge Ratings for past 30 days' widget that uses
unsupported pivot table report type
Knowledge PRB1340112 Using kb_find (Advanced search) on domain-scoped

Management record saves Knowledge Base selection to cache
Knowledge PRB1340496 The base instance business rules on Knowledge

Management application use current.update() after business rule,
which may lead to recursive business rule
Knowledge PRB1342335 Unable to override methods in script include

Management KBAjaxSNC
Knowledge PRB1344136 Inactive user criteria records are not disregarded in

Management knowledge article form
Knowledge PRB1345356 Default list filters on 'kb_feedback_task' modules

Management contain invalid choices
Knowledge PRB1349067 The property 'glide.knowman.search.show_rating' is

Management ignored by Knowledge Portal widgets
Knowledge PRB1347723 Knowledge blocks affect categories visible on the

Management Knowledge homepage
Knowledge PRB1347886 The 'Populate Meta Description on KB Articles' fix script

Management has no effect
Knowledge PRB1349002 The scroll issue in Knowledge Field Facet when there
Management are 10 items under Category
Language PRB1294135 Translation issue with the update set list when
and changing the default update set
Translations
Lists PRB1278430 Dashboard list context menu in Overview table can't

be dismissed without selecting an item
Lists PRB1298481 Can't display inherited fields of a referenced cmdb_ci-

extended table in list layout
Lists PRB1301680 Dot-walked variables aren't sortable on a report when

using a different language
Lists PRB1293033 Using list header search with tags search result in
filter on list view results in an error: 'Unknown column
'task0.sys_tags' in 'where clause''


category
Lists PRB1320019 The glide.ui.list_chars property is ignored if the string

column is the first column in the list view
Lists PRB1328620 No condition defined against sn_hr_core_case table

'New' UI action results in button still showing when 'Omit
new button' is checked against List Control
Lists PRB1242504 Missing translation in pop-up dialog box for the UI

Action 'Delete' on a list view
Lists PRB1312918 When users edit a cell in the list column, the edit box
appears behind the related list tabs and the search
input box
Lists PRB1315929 Placing the field used as the 'detail row' first on the list
causes the link to be set against the detail row, and
sorting the list by the first column causes the link to be
removed
Lists PRB1316241 Clicking 'Open new window' or 'Copy URL' on the filter
context menu doesn't open the list in the same view
Lists PRB1318826 When a list field has a dependent field, the selected
item doesn't appear in a list in 'Add/Remove multiple'
Lists PRB1320535 On the Firefox browser, when a user filters the list with
tags columns in it, a horizontal scroll bar appears with
the tags cell
Lists PRB1322194 For database view, if tables have 2 columns with same
name, adding 'read' ACL with 'nobody' as required
role on that column on one of the tables causes the
field to appear only once when you personalize list of
columns for view with no prefix
Lists PRB1322273 On a read-only condition type field, the

sysparm_query returns incorrect results
Lists PRB1325972 A field (field A) can be cell-edited from a dependent

field (field B) even if field A has an onCellEdit client
script that returns false
Lists PRB1327598 JAWS doesn't announce specific data cells correctly

when navigating data cells in 'Tables' mode
Lists PRB1330334 Searching on tags in list view throws MessageSyntax

Error or Access Rule Violation detected by database
Lists PRB1334513 Bar chart on list view context menu doesn't work when
the URL uses sysparm_tiny and the query has a long list
Lists PRB1346083 List collector search does not work for a Service
Catalog Item
Lists PRB1346341 The title in the Approval record preview is missing a

space


category
Lists PRB1316209 When a list column name has a tooltip, the tooltip
parts may blink or be misaligned
List v2 PRB1323158 Expanding the Data Certification task list after 'Group
by' creates a new certification task record
Live Feed PRB1309799 Outgoing email fails when the user in the 'from' field
contains the @ character
Managed PRB1320807 Groups containing the document_management_user

Documents role are not queried when adding group permissions
MID Server PRB1322839 HTTPClassyProbe takes a long time to process and

causes a discovery performance issue
MID Server PRB1315435 Issue with some J2SSH Linux/Unix sudo probes cause
the shell command to be denied permission to
execute
MID Server PRB1323398 In a domain separated environment, the MID Server

selector with the override API does not return the MID
Server in the right domain
MID Server PRB1325766 Pulling tag information of a VM while using Windows

MID during AWS discovery populates Japanese
characters incorrectly
MID Server PRB1339658 MID Server response times vary because of the AMB
Java Client
MID Server PRB1318731 If the plugin isn't installed, the disable_monitors

property on the MID Server defaults to false, which
causes HTTP 500 errors in the log file
MID Server PRB1320166 The MID Server business rule 'Probe - All MIDs' isn't
protecting its global scope javascript variables from
being clobbered, and MID Servers are incorrectly
reported as DOWN
MID Server PRB1326217 MID Server in failover cluster sometimes doesn't

properly kill SNMP Trap Extension, which results in
parallel processing of SNMP Trap events
MID Server PRB1332197 MID Servers will continue to have threads blocked
running discovery probes a long time after the
schedule has been canceled
MID Server PRB1346486 Error with the reverse DNS lookup may cause discovery
of wrong Windows host when using WinRM
MID Server PRB1323940 'MIDServer SEVERE *** ERROR *** Problem creating JMX
JMXMP connector' is seen during the MID Server start
up
MID Server PRB1346731 MID selector override filter 'Override by capability' may
cause MidSelector() to pick incorrect MID server


category
Mobile PRB1330616 The Submit button does not work for Record Producer
in the mobile application as well as the mobile browser
Mobile PRB1330455 Customer Service Management Case utilities

(CSManagementUtils) no longer work properly in the
Mobile UI
Mobile PRB1322317 The Add to Cart button in the Service Catalog does
not work
Mobile PRB1304198 The setValue() is not working for the currency field on
Mobile
Mobile PRB1313392 Form submission is restricted on the Mobile UI due to an

error message at the top of the form
Mobile PRB1337181 Mobile agent application performs mass updates with

action items
Mobile PRB1338837 Keyboard does not appear on Safari in iOS when

adding or removing additional comments and work
notes
Mobile PRB1339316 Variable is not getting created when the requester

does not have role specified in 'Read role' in mobile
($m.do)
Mobile PRB1340536 On the Mobile Classic App, Date fields under Agent
Map and Dispatcher Map are broken for iPhone
Mobile PRB1332554 The Now Mobile app does not enforce UI policies
Backend
(non-classic)
Mobile PRB1342041 Localization issue in the Mobile app

Backend
(non-classic)
Mobile Studio PRB1331231 Table in Mobile Studio aren't loading or populating

when creating a new data item
Mobile Studio PRB1319183 When opening a column drop-down, the screen

crashes
Mobile Studio PRB1344527 Applets don't open in Application Studio for instances
on an Oracle database
Mobile Studio PRB1332976 When open a function that belongs to a list screen,
the mobile list screen will freeze and not able to open
(non-classic)
any list record
Mobile Studio PRB1341139 Add Actions type upload attachment/Chat launcher

is not displayed in the Studio
(non-classic)


category
Modals & PRB1319261 Opening a GlideModal window within another

Dialogs GlideModal window causes the iFrame to lock up
NotifyNow PRB1325849 A new AMD parameter is needed for the Notifiy-Twilio
NotifyNow PRB1339031 Wrong interpretation of text within input activity
NotifyNow PRB1343823 Leading and trailing space aren't getting trimmed for
the Notify Number sys properties
On-call PRB1332169 Issues on on-call pages when date format is mm-dd-

Scheduling yyyy
On-call PRB1334611 Rotation start time value on roster isn't computed

Scheduling correctly on Shift creation
On-call PRB1304727 On-call Schedule report has duplicate schedule and

Scheduling date created columns
On-call PRB1326867 Outlook removes the style from the notification on-call
Scheduling reminder
On-call PRB1327704 If a profile time zone is changed without logging

Scheduling out of the current session, and an on-call schedule
is created, the last updated time zone is taken into
consideration instead of the changed profile
On-call PRB1330855 Wrong Rota reflected in the scheduled report

Scheduling
On-call PRB1331186 The wild search (*) isn't working for on-call scheduled
Scheduling reports
On-call PRB1331672 On-call Reporting switches dates at 6 P.M. Central

Scheduling Time
On-call PRB1332150 Issues on-call workbench when date format is 'mm-dd-

Scheduling yyyy'
On-call PRB1345815 When setting the on-call schedule entry 'Repeats' to

Scheduling 'Specific', it doesn't behave correctly
On-call PRB1344916 Duplicate coverage spans are created when the end
Scheduling time is less than the roster end time
On-call PRB1297002 Entering the rotation start time as 00:00:00 in the roster
Scheduling form and saving it resets/empties the field
Orchestration PRB1323041 Automap to local is throwing an error when there is no

REST response body
Orchestration PRB1296231 When Activity Creator performs 'Test Inputs' on

Powershell activity, the 'Test Inputs' window is stuck
loading


category
Orchestration PRB1315780 Read ACL is missing for the activity_creator role on MID
Capabilities (ecc_agent_capability), which prevents
setting or choosing MID Capabilities in Orchestration
Custom Activities
Orchestration PRB1326538 Enabling the IntegrationHub plugin causes slowness

in the discovering process due to excessive cache
invalidation
Outbound PRB1348589 When actions are run with a non-admin user, they are
Integration not able to fetch credential
Authentication
Outbound PRB1319424 SaveResponseStreamAsAttachment from MID-server

Messaging doesn't work since 'content-type' can't be read, and
the attachment can't be saved without content-type
Password PRB1339340 Password Reset does not work for processes with
Reset multiple verifications in Internet Explorer
Application
Password PRB1321239 Login, Change Password, and Easy import pages

Reset aren't 508 compliant
Application
Password PRB1321983 The London upgrade may cause the error 'Password
Reset Reset Error' in the password reset module
Application
Password PRB1324951 The requestID is not defined

Reset
Application
Password PRB1326113 Auto-enrollment for the Email Code Verification type

Reset doesn't work with PRWA
Application
Password PRB1350113 Users do not see their email on the verify page and
Reset do not get the notification email once the 'Send
Application Verification Code' button on this page is clicked
Patterns PRB1297294 Issues with the pattern for JBoss on Linux and Windows
Patterns PRB1331646 The AWS RDS pattern fails due to invalid REST request
Patterns PRB1333463 On a Linux Server, the UNIX - OS Uptime pattern library

step (7.6. Calculate start date) doesn't work after 24
hours have elapsed since the last reboot of source
target
Patterns PRB1321521 Top down discovery using F5

BigIP GTM fails with Groovy code
failure.groovy.lang.MissingMethodException error


category
Patterns PRB1326790 Some Windows servers and IP switches are getting

serial numbers starting with a period ( . ) or an
apostrophe ( ' ) from 'Windows OS - Servers' and 'SNMP
Identify' patterns
Patterns PRB1333744 Errors seen in mainframe pattern Discovery because

the grep for serial numbers filters incorrectly
Patterns PRB1264222 Multiple relationships created between disk and file

system by Windows OS pattern
Patterns PRB1321372 The Azure DNS Zone HD pattern would fail if the name
and the IP from the DNS information are empty
Patterns PRB1321847 When users run Discovery on the NetApp device, the
firmware-version attribute returns a null value
Patterns PRB1323322 Problem with tomcat pattern
Patterns PRB1324803 Strange relationship created with Hyper-V Discovery
Patterns PRB1326328 The weblogic pattern connectivity section 'Create

module connectivity for UNIX if empty' doesn't have a
create connection step defined
Patterns PRB1329290 MSSql DB On Windows Pattern error
Patterns PRB1331345 Horizontal discovery to load balancer returns

management IP, which causes top down discovery to
fail
Patterns PRB1331964 Windows Desktop pattern doesn't properly populate

Assigned To
Patterns PRB1332133 F5 Load Balancer Pattern fails, there is a space before

the ItmPoolStatEntry OID for 16. Get Pools table
Patterns PRB1333628 The F5 BigIP LTM pattern isn't creating connections

when rules don't contain switch
Patterns PRB1334177 SAP HANA DB identifier not working as expected when

it sees multiple hdbindexserver processes running on
the same server
Patterns PRB1337245 NullPointerException due to missing pre-condition in

step 8.4 of SAP CI Application pattern
Patterns PRB1338105 Oracle database on UNIX with no instances may fail to

set the tcp_port using the tnsnames.ora file
Patterns PRB1341098 Azure Database Discovery Error: Groovy code

failure. org.json.JSONException: Expected a ',' or '}' at
character 37 of
Patterns PRB1341379 Incorrectly references the cluster table in the UNIX

Cluster - Linux red hat extension


category
Patterns PRB1345237 IMB zOS Pattern fails with identification errors as

multiple serial numbers are returned
Patterns PRB1347046 UCS Blade models are not getting created
Patterns PRB1348312 The 'Amazon AWS Route53 HD' pattern result

processing fails due to the duplicated DNS alias
Patterns PRB1345134 SAP Java Dialog instances (DI) are not being
discovered in the Service Map
Performance PRB1308274 Performance Analytics Scores Migration does not start

Analytics and keeps generating warning messages
Performance PRB1326126 The error 'java.lang.NullPointerException' appears on

Analytics the $pa_detailed.do page
Performance PRB1317702 Indicator 'Number of Open Overdue Incidents' from

Analytics base instance (PA Premium) uses legacy escalation
field and should be removed
Performance PRB1298393 The known_error field is used in PA_scripts, but the

Analytics field is unavailable on the instance causing error while
collecting data
Performance PRB1319617 Performance Analytics scores migration fails if there is

Analytics not enough space to accommodate the new tables
Performance PRB1309999 If Domain configuration is used, on domain separated

Analytics instances, Performance Analytics Collection jobs do
not use [sys_choice] Breakdown Elements defined on
a parent domain
Performance PRB1343281 Select Multiple Input type interactive filter does not
Analytics work correctly when the reference field on the table is
set to 'Display = True'
Performance PRB1244096 In a PA breakdown by CI, class display name is the

Analytics same as the table name
Performance PRB1274298 Labels on 'spider' type visualization widget are not

Analytics shown
Performance PRB1294512 Creating a time series widget based on an indicator,

Analytics where the unit is 'time', no Y axis is displayed when
added to a dashboard
Performance PRB1311030 Workbench widget with a time widget indicator shows

Analytics wrong display value when using non-Roman alphabet
languages
Performance PRB1312378 Fields with type 'Timer' should be handled the same
Analytics way as fields with type 'Duration'
Performance PRB1317252 Close button is not working for indicator description on

Analytics workbench widgets


category
Performance PRB1327751 PA indicator's Scorecard shows zero for indicator scores

Analytics whose values are less than 1 million when the browser
language is Brazilian Portuguese
Performance PRB1328571 'By Fiscal Quarter sum' and 'By Fiscal Quarter sum+' are
Analytics not yielding correct results on a detailed scorecard
Performance PRB1342267 Cascading filter with '&' in name or in look up name

Analytics throws an error
Performance PRB1344324 Indicators for Change % displays double %'s in the

Analytics calculated value
Performance PRB1348973 The sys_updated_on field for the pa_indicators table

Analytics is being updated every time the Clean PA collections
scheduled job is executed
Performance PRB1347942 When accessing the dashboards via the 'Change

Analytics dashboard' drop-down arrow, if users apply a
breakdown, it is not reflected when users move to a
new tab
Performance PRB1347361 Missing scrollbar in the Scores panel of Analytics Hub

Analytics
Performance PRB1347864 The calculation in the PA script

Analytics Incident.UpdatedSince.Hours is not correct
Performance PRB1320367 The text analytics widget is not loading sometimes

Analytics
Performance PRB1345423 In Madrid, on Workbench widgets, if the label of a

Analytics widget indicator is long, it will run into the label of the
next widget indicator
Performance PRB1345541 Save as PNG/JPG in PA widgets does not export the

Analytics correct chart when using domain configuration
Performance PRB1346308 Cascading filter sends the previous request's additional

Analytics filter
Performance PRB1342814 The é (&eacute) special character is not escaped

Analytics correctly when users export the widget as PNG or JPG
Performance PRB1344389 The error 'Security constraints prevent access to

Analytics requested page' appears when opening the record
from the Records tab on the detailed scorecard or the
Compare tab from Analytics Hub
Performance PRB1344846 If the Content Pack Premium plugin is activated but

Analytics not the 'Performance Analytics - Premium' plugin, the
java.lang.NullPointerException error is thrown when
creating a scheduled indicator
Performance PRB1344202 The rpt-temp view loaded when a form contains a

Analytics chart that loads a report
Application


category
Persistence PRB1331511 Performance issues due to the DBNamesChecker

excessive cache flushing and reloading with
sys_db_view changes
Persistence PRB1337601 Creating a field on a TPP table by importing an

application from a Source Control repository and
Publishing this application to an update set adds
sys_dictionary for all the child descendants to the
update set
Persistence PRB1317924 An online alter running for a long time on multiple

threads fails and throws NPE when it couldn't acquire a
new DB connection pool
Persistence PRB1325218 The chunk delete rollback sequence table on

RollbackReaper
Persistence PRB1303260 Trend reports against Date and Time fields are sorted
in alphabetical order instead of numerical order for
Instances on an Oracle database
Persistence PRB1320719 Update sets containing new columns in the CMDB

hierarchy can sometimes result in the storage alias
corruption
Persistence PRB1336939 The Delete Recovery triggers on records too broadly
Persistence PRB1285665 Schema map shows empty table names and no

columns for referenced tables
Persistence PRB1247283 Alter fails for an Oracle table with a constant Index
Expression
Persistence PRB1286854 RITM reports with a reference variable fail with an

Oracle error
Persistence PRB1322566 The database cannot be recreated while the

application is running
Persistence PRB1323503 Unable to install 'MobiChord Fixed Telecom

Management' and 'Enterprise Asset Management'
scoped apps in Madrid
Persistence PRB1323830 Fields with the type 'DomainID' in the

sys_dictionary_override cause infinite recursion when a
node is started
Persistence PRB1335469 Column aliases in the select list may not conform to
the SQL standard for reference fields
Persistence PRB1336996 The ReplicationLagBasedThrottler throttles longer than

intended
Persistence PRB1341287 Multiple reference fields that reference the same table
with a long table name results in database syntax error
Persistence PRB1348114 The online alter fails with an error in logs


category
Persistence PRB1312329 The ORA-00934 error when running reports in instances

with the Oracle DB
Planned PRB1319401 The maintenance plan does not run according to the
Maintenance schedule
Application
Platform PRB1332994 Change the risk level of 2.6 from High to Medium
Platform PRB1342809 When users have current.insert and current.update

in the same action script, duplicate incident task is
created
Platform PRB1330833 The Subscription Management related list will not

Licensing appear due to query timeout on the related role data
Platform PRB1326958 A large Cascade Delete causes memory issues

Performance
Platform PRB1335590 Errors occur when an ACL with

Security 'transaction.getRequestParameter' is called from a
record watcher
Platform PRB1317512 Platform Encryption is not working in one unique

Security scenario of Templates
Platform PRB1332316 Can't impersonate a user if the value of locked_out is

Security null instead of false
Platform PRB1322689 'Restrict to roles' does not return dashboards when

Security required roles are marked for elevation
Policy and PRB1336799 'Add' UI action in the related list of the GRC
Compliance applications does not load any records
Policy and PRB1339247 Control shows non-compliant in some cases when

Compliance attesting a control with a parent that is not scored
Policy and PRB1315016 Users with 'sn_compliance.user' role cannot access the
Compliance Attestation metric results, but they can read the metric
result
Policy and PRB1330003 Issue with profile controls being created when the
Compliance 'Creates controls automatically' property is set to false
Problem PRB1340827 Modals from the Problem UI actions save the problem
Management record without enforcing mandatory restrictions on
fields of the form
Procurement PRB1345244 Reword the instruction on procurement receive page

pop-up window
Project PRB1326428 When Level 2 is selected on the planning console, the

Management scroll bar is hidden and users are not able to see all the
tasks


category
Project PRB1318897 Only milestones are shown when a project is

Management expanded in the Timeline view
Project PRB1322807 The g_form.save() doesn't work in client UI actions

Management configured for Project (pm_project)
Project PRB1333291 Planning console Gantt chart showing incorrect time

Management periods based on the planned start and end date
Project PRB1317858 The project task allows users to select a planned end
Management date that is earlier than the planned start date when
'Allow dates outside schedule' is set to true
Project PRB1320318 Resource Manager can't view daily allocations on

Management resource report allocation pop-up
Project PRB1329560 The project planning console does not load after the
Management upgrade
Project PRB1338772 ATF Tests (com.snc.financial_planning_pmo.atf) plugin

Management is causing db errors
Project PRB1318919 Update to Requested Allocation in Resource Grid UI

Management does not update Cost Plan Breakdown
Project PRB1319792 There are duplicate fields, assigned_to and

Management assignment_group, on the Project Task form
(pm_project_task)
Project PRB1320476 Planned duration calculated incorrectly

Management
Project PRB1324721 When project templates are used to create project

Management tasks, the tasks don't default to the State field value
defined in the dictionary override
Project PRB1328834 Button to expand project is offset to the left on the

Management Project Status Portal
Project PRB1329749 The Calculate ROI project business rule is running with
Management the wrong order
Project PRB1329961 When using special characters, the name of the

Management Baseline is changed in the Planning Console
Project PRB1333813 Unable to import MPP project file to a sub-project

Management
Project PRB1340854 Clicking the 'Printer friendly version' button on the

Management Project Status page causes it to get stuck loading
Project PRB1292161 Updating dates from Planning Console doesn't trigger

Management change in Updated date field
Project PRB1317662 User field isn't reset when users copy partial project
Management


category
Project PRB1320461 Adding child task by using the right-click menu on

Management Planning Console fails if user does not have create
rights to pm_project
Project PRB1321139 Two 'dhtmlxgantt.css' files with same path (/styles/

Management dhtmlx/dhtmlxgantt.css) exist
Project PRB1321174 Overdue icon is visible in the Planning Console when

Management the pending task end date isn't in the past
Project PRB1321456 Styles on HTML fields are not applied in Status Report
Management tab of Planning Console
Project PRB1322654 Closing predecessor project task in Planning Console

Management moves successor project task to open state, even
though a second predecessor project task hasn't been
closed
Project PRB1322879 Program percent complete isn't updated after

Management removing all projects
Project PRB1324370 Issue on local currency and cost in local currency

Management fields of plan items
Project PRB1324736 If the Planned Duration is not on the form, changing

Management the state on project tasks will give an invalid duration
message
Project PRB1324938 The project duration max limit system property

Management com.snc.project.task. max_task_duration isn't being
respected
Project PRB1325485 The '+' symbol will be displayed even when users aren't
Management allowed to create project task
Project PRB1325733 Portfolio name in the Settings section of the CIO and
Management Demand roadmaps shows as blank for a Shared
Services & WhOG portfolio
Project PRB1326144 The project import fails with the HTTP status 401 error
Management
Project PRB1329956 When a new status report is created, the colors of the
Management fields (for example, Overall health, Schedule, and so
on) are green
Project PRB1330421 Having custom ACLs on cost_plan_breakdown breaks

Management Cost Plan grid in Project/Demand Financials
Project PRB1330479 When a new Planning Console column is created for

Management the State field, it changes the type from Choice to
Integer
Project PRB1330847 The 'Planned duration' of a project does not populate

Management as per the project template


category
Project PRB1332756 PPMRoleClassMapper throwing NPE when Teamspace

Management tables are not installed
Project PRB1332795 The show users functionality in Project Portal doesn't

Management show all users
Project PRB1333097 Issues in Capacity Planning drill down for Role/

Management Operational resource plans
Project PRB1334633 Financial baseline issues for projects with sub-projects

Management
Project PRB1334827 Under certain circumstances, custom date fields

Management on tables that use recalculate get updated by
recalculate
Project PRB1337526 The work_notes field doesn't display on the Issues form
Management for a non-ITIL user
Project PRB1341403 Worker role cannot view Project Status reports

Management
Project PRB1342442 Finish-to-finish link to a milestone is automatically

Management transformed to a task in Planning Console
Project PRB1343010 Project Status Portal breaks when Custom Planning

Management Console column is created for 'Field Type = List'
Project PRB1343690 Status Date of Project Status record goes back to

Management yesterday's date when insert is used
Project PRB597580 Database view Project Metric lists incorrect table

Management under view tables
Project PRB1329975 The Project Management status reports use currencies

Management that are inconsistent with the project itself
Project PRB1347089 Issue with Agile Phases Overlapping in ITBM Project

Management Application
Project PRB1349252 The pps_admin cannot access investment board

Management widgets
Project PRB1348798 Projects with an invalid Mail-ID in the additional

Management assignee list will show zero bytes when exported to MS
Project
Project PRB1324922 In the ITBM Investment Portal, the Financials tab does
Portfolio not display data for portfolios
Management
Project PRB1319723 On the Financial page, the select element with

Portfolio functional currency has no utility
Management


category
Project PRB1319724 Expense line for project not taken into consideration
Portfolio when doing forecast
Management
Project PRB1319970 The PreventInvalidParent business rule triggers the

Portfolio PlannedTaskCalculator, which degrades performance,
Management if a record whose parent task has many records
associated with it
Project PRB1320732 An empty table is getting created after activating

Portfolio Project Portfolio Suite with Financials
Management
Project PRB1324343 The state of the parent task is not rolling up when
Portfolio a task is unindented or indented from the Planning
Management Console
Project PRB1329050 Canceled Stories are appearing in the Investment

Portfolio Timeline
Management
Project PRB1329351 The State Update Rules business rule is missing from the
Portfolio Budget task (itfm_budget_task) table
Management
Project PRB1331444 Project Financials benefit plans grid shows

Portfolio 'Unexpected error has occurred while fetching data'
Management error message
Project PRB1338095 Project template field is not announced fully by JAWS

Portfolio
Management
Project PRB1342554 Timeline Visualization is not working in Madrid

Portfolio
Management
Project PRB1342929 Cost plan UI view (From the 'manage' button) creates
Portfolio incorrect cost plan breakdowns
Management
Project PRB1346672 The usersWithRoles function in the

Portfolio ProjectManagementUtils script include generates a
Management bad query for timecard users degrading performance
of Reference Lookups (especially assigned_to)
Record PRB1344019 The null pointer exception error occurs if the record
Watcher watcher condition contains sys_tag.<sys_id>
Record PRB1325863 If the Record Watcher rebuilds its tree on a UI thread,

Watcher there will be a ton of login events
Record PRB1324423 Record Watcher framework can cause large SOAP

Watcher requests to run node non-responsive
Record PRB1349362 Updates to the ecc_agent_property table can revoke

Watcher a role during the run-node-script execution


category
Related Lists PRB1306991 'Enable Edit' doesn't work on newly created related lists
Related Lists PRB1313417 All the entries in a Glide list are removed when a user
tries to remove one of the entries using the Edit button
in a related list
Related Lists PRB1342584 Unable to sort related lists that contain a default 'Order
by' statement
Reporting PRB1321684 Users are not able to read some tables referenced in
CMDB dashboards
Reporting PRB1323156 When a Step Line report with a 'Group by' filter is
exported, unwanted data displays in the PDF
Reporting PRB1321058 Report using multiple data sets does not work correctly
when using translation
Reporting PRB1322176 Line graph report not displaying all groups on dot-
walked fields, bar report does
Reporting PRB1338101 PDF Export of Multilevel Pivot report always contains

Report Details
Reporting PRB1310984 Report (pie) which has some default date filter and
making them as interactive filter is causing issue in lazy
loading of dashboard widgets
Reporting PRB1314527 The table hierarchies are displayed as the column

names in multilevel pivot reports
Reporting PRB1316290 The sys_processor records that use 'title' as parameter

cause loading issue with all pie reports unrelated to
the defined path in the processor record
Reporting PRB1317070 When using a mouse right-click to open the drilldown

of a Single Score Report, it opens in Default View
instead of Drilldown view
Reporting PRB1321069 When you generate a Report with Related List and
Export the same to PDF, the report header doesn't
show the Related List details
Reporting PRB1321120 The Insert & Stay function carries over names and
groups for sharing
Reporting PRB1323183 Bar and column type reports show empty results when
grouped by a date/time field while using multiple
datasets
Reporting PRB1324825 Report drilldown of copied report associated with the

wrong user, causing 'Permission Denied' when user
edits drilldown
Reporting PRB1325110 X-axis range groups on a Bar graph are shown in the
incorrect order when a secondary dataset is added


category
Reporting PRB1327484 Bar chart stacked by a normalized field displays no

data in the bar chart but will show that data does exist
when you show the data table
Reporting PRB1332259 PDF Export of from new Report Designer does not
reflect filter changes made after it initially loads
Reporting PRB1337307 Translation used for 'To' in the report list pagination is
improper
Reporting PRB1321064 The report info is not displayed for the admin/report
admin when it is not shared with them
Resource PRB1326140 If the resource task is allocated from the project

Management console, My Calendar does not show the resource task
for users
Resource PRB1325967 Utilization Calculation error on Resource Finder

Management
Resource PRB1343180 When a Change Request is assigned to an Agile

Management Group with a Resource Plan, the Change Request
displays in the Allocation Workbench, causing
unexpected results
Resource PRB1323799 When the group has more users and the week/
Management month toggle is set to week for a user, the finder
(resourceGridFinderService) takes more time to load,
which causes memory contention
Resource PRB1337284 The allocated resource aggregate is staying back

Management when the type is changed from 'Task work' to 'Time off'
Resource PRB1321634 The _isActualsExistforPriorPeriods method check is done

Management even when start or end fiscal periods aren't changed
on Cost Plan
Resource PRB1331123 Creating a resource plan with a date far in the future
Management can cause instance performance degradation
Resource PRB1333298 Double entries are created in the resource_aggregate

Management tables when an operational resource plan is deleted
Resource PRB1333651 The snc_internal role is granted to customer contact

Management (CSM) if it gets created in the Case view
Resource PRB1335039 Forecasted Utilization for Portfolio shows positive

Management numbers but no Allocation
Resource PRB1335983 Remove date_time_user that is installed with Resource

Management Management package
Resource PRB1340115 Allocation Workbench fields are disappearing when

Management Reset Columns is clicked
Resource PRB1340883 Resource Plan's Group field reference qualifier queries

Management active and inactive Group values


category
Resource PRB1344291 When custom columns are defined in the Allocation

Management Workbench, they are not being shown in the grid
Resource PRB1344491 Actuals are being allocated to canceled resource

Management plans when there are active resource plans available
Resource PRB1297652 My Calendar shows incorrect end time in the Week

Management and Day view for repeated events
Resource PRB1343490 The allocation workbench remains loading when

Management double-clicking the 'Go' button
Schedules PRB1320589 The com.glide.schedule.GlideCalendar.subtract

throws exception for America and Sao_Paulo on DST
forward dates
Schedules PRB1340449 Not able to click Open Record from the pop-up that
displays when hovering over the record icon in the
show_schedule.do page
Schedules PRB1346901 In the Maintenance Schedule page, only records in

the GMT timezone can be filtered
Schedules PRB1349321 The 'All Day' checkbox in a schedule entry is not

working as expected
Search UX PRB1328465 Global Search can use the wrong Default view if the
text_search view does not exist
Search UX PRB1308381 In Global Text Search, tables listed in the 'What's on the
page' section with no results no longer have a link
Search UX PRB1321735 In UI15 global search, '%20' is replaced for blank

spaces in the searched terms
Search UX PRB1321997 In the global search page, the - ts_group.searched

check box does not work
Search UX PRB1324265 After a global search, Incorrect text is displayed in the

browser tab
Security PRB1326545 A baseline ACL appeared on relationships limits the

Access Control visibility to HR admin users
Lists
Security PRB1322561 Nodes running out of memory when the integration

Incident (STIXParser) parses the xml file
Response
Security PRB1328136 Security Incident Response tasks show two 'Work in

Incident Progress' states and separate 'Closed' and 'Complete'
Response states
Security PRB1323994 Code tags are seen in the Post Incident Response
Incident report when code is added in the comments
Response


category
Security PRB1313988 Issues with Observable records created from TAXII

Incident
Response
Security PRB1320722 Imported observables of Hash type have no

Incident Observable Source related to them
Response
Security PRB1325529 When multiple CarbonBlack sensors are registered with

Incident the same IP address, the Get Sensor activity fails
Response
Security PRB1326072 The isUserReportedPhishing function in the

Incident UserReportedPhishing script include returns true if more
Response than one matching rule is satisfied, causing the User
Reported Phishing inbound action condition to be
fulfilled by every inbound email
Security PRB1329298 After upgrade, script-based security incident severity

Incident calculators are broken
Response
Security PRB1337917 When multiple phishing emails are included, Phishing

Incident processing creates multiple incidents with the same
Response number
Security PRB1325975 Security Incident New UI has performance

Incident degradation and text formatting issues
Response UI
(Store)
Service PRB1327657 The variables in the multi-row variable set are not
Catalog displayed in order in the RITM
Service PRB1320482 In scripted web service, if a custom cart name is

Catalog passed to the cartJS API, it deletes all the records with
an empty cart_item field in the sc_item_option table
and all the records in sc_item_option_mtom table
Service PRB1290257 The dirty form support cannot be turned off for
Catalog catalog items
Service PRB1323452 The function getDisplayValue does not work as

Catalog expected in a business rule
Service PRB1327125 When there is an empty multi-row variable set, the

Catalog Catalog Task form breaks if the reference icon of the
Requested Item field is clicked
Service PRB1327804 In two step checkout, if the Requested for field is not
Catalog present in the final step, sc_cart.requested_for will not
move to sc_request.requested_for after checking out
Service PRB1328044 Multi-line text variable does not automatically expand

Catalog if write role restricts access


category
Service PRB1338751 Variable set is out of order when a record producer is

Catalog in an order guide
Service PRB1314780 The setVariablesReadOnly method is not working for

Catalog catalog task records
Service PRB1320191 Reference variables show the display value for a

Catalog record in the Desktop Variable Editor, even though
there is a business rule preventing the user from
querying for that record
Service PRB1321629 Special Instructions carry over for new carts

Catalog
Service PRB1322141 Items of a Category in Service Catalog are not sorted

Catalog in alphabetical order when their name starts with a
small letter
Service PRB1326127 The reference qualifier does not work on the catalog
Catalog item variable for non-English languages in auto-
complete
Service PRB1326590 The Service Catalog Popular Items widget does not
Catalog show catalog items that are in multiple catalogs
Service PRB1330231 If macro_watch_list is used after List Collector with the

Catalog glide_list attribute, there is an error on the catalog
request
Service PRB1330918 UI Policy Client Scripts used against variable sets are
Catalog not working
Service PRB1333445 The Preview button to view a category in a catalog

Catalog item is behaving differently
Service PRB1333722 The sys_wizard_answer Direct to normal Variable Set

Catalog and Direct to Table Variable Set records have images
that are regular attachments, which can be lost when
an instance is cloned with 'Exclude large attachments'
Service PRB1340995 Form is broken because of mandatory multi-row

Catalog variable, and even though it has a value, the
mandatory condition is not satisfied and the asterisk
remains red
Service PRB1345175 When an invalid query is detected

Catalog against sys_script_validator, unnecessary
catalog client scripts are output in the
CatalogScriptEmitter.outputValidators() function
Service PRB1314834 In Service Catalog, the price isn't showing the selected
Catalog currency when the currency type is set to Fixed
Service PRB1318593 The Add to cart button doesn't respond in Catalog

Catalog Item when created from a call in a Chrome browser


category
Service PRB1318929 The glide.sc.cat_view_use_popup_for_details system

Catalog property isn't applied for the Header icon image on
the Service Catalog homepage
Service PRB1319832 The click-through pop-up (Eye icon) is inconsistent

Catalog with the standard Reference icon behavior in Service
Catalog
Service PRB1320321 When the catalog item name it too long, the Open
Catalog Record button is being overwritten as a reference
field in the Reference icon preview pop-ups for that
catalog item
Service PRB1320777 Attempting to save or update an execution plan task

Catalog runs indefinitely
Service PRB1321161 Create Request UI flow is broken for Order Guides and
Catalog parent_id is not mapped to the generated request
Service PRB1321377 Values not being displayed on reference fields (tree

Catalog picker) when used with the Condition Builder
Service PRB1322584 Item variable assignment isn't working as expected for

Catalog the check box variable type
Service PRB1323100 Even if already selected, onChange catalog client

Catalog scripts are firing each time the multiple choice variable
is clicked
Service PRB1323885 When the same order is configured to a variable in

Catalog a catalog item and a variable in variable set on the
same catalog item, one of the fields doesn't display
Service PRB1323920 Not able to Order or Add to Cart a catalog item in

Catalog Service Portal when there is a client script to set check
box value to false
Service PRB1324394 The variable on the catalog item is behaving

Catalog differently than the variable on the Order Guide level
Service PRB1325161 With two-step checkout enabled for Service Portal,

Catalog as an external user, the CSM Portal does not allow
submission of Catalog Items
Service PRB1325307 The Dirty form dialog appears when saving a form
Catalog
Service PRB1325347 The Add to Cart button is broken when special

Catalog characters are in the description
Service PRB1325352 Rejecting an Execution Plan Approval Task in the

Catalog execution plan causes undesirable state changes in
other execution plan tasks
Service PRB1326510 Ignore Mandatory Evaluation causes issues in Order

Catalog Guide Rule bases


category
Service PRB1326543 An apostrophe followed by the letter U or X in a

Catalog variable set title is preventing client-side script from
running
Service PRB1326820 On Standard Change Catalog, if there are more items

Catalog and pagination appears, the text field of pagination is
read-only/disabled
Service PRB1327425 The breadcrumbs point to the incorrect catalog during

Catalog the catalog search
Service PRB1328415 List collector does not filter when using a ref_qual on
Catalog another list collector, the results filter only after adding
a value to the second list collector
Service PRB1328828 Issue with generating a catalog request

Catalog
Service PRB1329417 If one of the RITMS is rejected on the request,

Catalog completed approvals are being marked as canceled
Service PRB1330427 When using the catalog client script to populate

Catalog dependent Select Lookup Box variable, the selected
value is not retained
Service PRB1331159 The mandatory field that displays when the condition
Catalog on Catalog UI policy is met does not display on
Requested Item
Service PRB1332469 Variable default values aren't getting copied over

Catalog when adding an item to an existing request using the
GlideappCalculationHelper API
Service PRB1332751 Printer friendly version showed extra Z letters under the
Catalog Category page
Service PRB1333938 Missing right-click options to edit catalog item for the
Catalog Catalog Manager
Service PRB1337308 Values are missing for a multi-row variable set when the
Catalog catalog client scripts are used
Service PRB1338610 Event registration for sc_req_item.commented.itil is

Catalog incorrect
Service PRB1341318 Attempting to add an item to the cart through the

Catalog Service Catalog API with a multi-row variable set says
that optional variable is mandatory
Service PRB1341901 The field message on the check box variable behaves
Catalog differently
Service PRB1342499 Email Template and Notification incorrect in base

Catalog instance
Service PRB1342689 The help text for the Service Catalog item variable
Catalog looks different on the native UI and the platform UI


category
Service PRB1344897 The getDisplayValue of LookUpSelectQuestion is

Catalog taking more time now because of applying reference
qualifier while getting the display value
Service PRB1345662 Users with the catalog_editor role can create client
Catalog scripts and ui policies for any catalog item
Service PRB1347280 The date/time value changes in 'Edit Row' in the

Catalog requested item
Service PRB1348458 The catalog variable using the choice table

Catalog (cmdb_ci_service) and the choice field shows values
from its child tables
Service PRB1348142 The delivery address is not populated on the request

Catalog
Service PRB1349710 Errors occur when a variable with the validation regex
Catalog is modified after submitting
Service PRB1349737 Variables using the validation regex show mandatory

Catalog despite containing a valid value in the platform
catalog
Service PRB1342002 The 'Edit Row' button is not working properly for multi-
Catalog row variable set when any of the string field values
contains '+' sign
Service PRB1320017 If there are consecutive single-line text variables and

Catalog: a multi-row variable set, entering a value in the single-
Service Portal line text variable and pressing Enter launches the multi-
Widgets row variable set add pop-up
Service PRB1325988 Adding an attachment to Catalog Items by Service

Catalog: Portal results in the file getting attached twice when
Service Portal the 'Connect Chat for Watson' Service Portal widget is
Widgets present on instance
Service PRB1328460 ATF test fails for 'not visible' of the Variable State
Catalog: Validation (SP) test step for the variables inside the
Service Portal container of a catalog item
Widgets
Service PRB1333031 The Submit button in the Service Catalog widget is

Catalog: enabled after the request is submitted
Service Portal
Widgets
Service PRB1316892 The Load More UI action on the hrj_sc_category portal

Catalog: page doesn't work as expected
Service Portal
Widgets
Service PRB1322978 On the Service Portal Order status page, the REQ total
Catalog: price frequency displays in another language other
Service Portal than English
Widgets


category
Service PRB1324972 An error is thrown when a catalog item is seen on the

Catalog: Order Guide widget if the catalog item has a check
Service Portal box variable, visible on guides is set to false, and within
Widgets a container
Service PRB1327287 When trying to load values into a list collector variable
Catalog: using a catalog client script, the list collector variable
Service Portal becomes empty after loading certain choices(35)
Widgets
Service PRB1330905 Service Catalog Category Page widget in the portal

Catalog: isn't honored when only the Visible on Guides check
Service Portal box is selected for visibility control
Widgets
Service PRB1338428 Use new styling for help text

Catalog:
Service Portal
Widgets
Service PRB1342729 Adding rows to a multi-row variable set quickly results in

Catalog: multiple rows for each additional row being added
Service Portal
Widgets
Service PRB1318988 The auto_redirect option on the SC Catalog Item

Catalog: widget is not working when two-step checkout is
Service Portal disabled in the portal
Widgets
Service PRB1319517 Variables in content items of catalog content type are

Catalog: rendering on platform side even though they aren't
Service Portal supposed to
Widgets
Service PRB1319631 Catalog Content widget does not show items with the
Catalog: content type KB article
Service Portal
Widgets
Service PRB1319922 The word Days on Delivery Time is not translated

Catalog: for French language in Service Portal Catalog Item
Service Portal widget
Widgets
Service PRB1322057 When any issue causes the REST API call to fail during
Catalog: a catalog item submission, no visible error is thrown for
Service Portal the user and the page gets stuck on submitting
Widgets
Service PRB1322640 Two new variable sets are added and links are broken
Catalog:
Service Portal
Widgets


category
Service PRB1323308 While updating or adding a new row in multi-row

Catalog: variable set of Service Portal, the RITM form throws
Service Portal errors
Widgets
Service PRB1326755 If catalog item isn't cached, $SP.canReadRecord

Catalog: against sc_category in server script results in invalid
Service Portal input object
Widgets
Service PRB1326955 The Bundle page on Service Portal is displaying price

Catalog: when properties are set to not display price
Service Portal
Widgets
Service PRB1327053 The user criteria doesn't work on the Service Catalog
Catalog: wishlist in the Portal, but it works on the platform
Service Portal
Widgets
Service PRB1327406 Order Guide widget is missing in designer

Catalog:
Service Portal
Widgets
Service PRB1327923 Total Price doesn't display if only the recurring price is
Catalog: configured on a catalog
Service Portal
Widgets
Service PRB1329808 Record producers appearing twice on Service Portal

Catalog: under popular items
Service Portal
Widgets
Service PRB1331192 Console error when loading Project Status Portal

Catalog:
Service Portal
Widgets
Service PRB1332100 Total Price not reflecting quantity in Service Catalog

Catalog: Order Guide widget
Service Portal
Widgets
Service PRB1333669 Customized stage name haven't displayed when RITM

Catalog: display on the Portal
Service Portal
Widgets
Service PRB1334684 Links are formatted Inconsistent to external content

Catalog: cart items on the sc_home and sc_category pages
Service Portal
Widgets


category
Service PRB1339202 Lookup Select Box doesn't display recurring price fields
Catalog: on Service Portal
Service Portal
Widgets
Service PRB1340289 When a catalog item is using a Flow Designer flow,

Catalog: stages display a duplicated stage name in the Portal
Service Portal
Widgets
Service PRB1341198 In Service Portal, catalog items in Choose Options of

Catalog: an Order guide are expanding all catalog items, even
Service Portal those that don't have mandatory validation
Widgets
Service PRB1341746 Non-admin users can't attach any files to catalog

Catalog: items
Service Portal
Widgets
Service PRB1341762 Getting JavaScript errors from Shopping Cart widget

Catalog: for users with snc_read_only role
Service Portal
Widgets
Service PRB1342990 Multi-row variable set problem

Catalog:
Service Portal
Widgets
Service PRB1343001 Variables aren't set to read-only when submitting a

Catalog: catalog item through the portal
Service Portal
Widgets
Service PRB1344806 Widget Order Guide is breaking the Portal Designer

Catalog:
Service Portal
Widgets
Service PRB1346459 The Service Catalog variable option, visible on

Catalog: summaries, isn't being honored when false in the
Service Portal Approvals widget
Widgets
Service PRB1347339 Record producer name and image are overlapping

Catalog:
Service Portal
Widgets
Service PRB1347084 Accessibility issue on Service Portal: 'More information'

Catalog: variable can't be accessed by keyboard
Service Portal
Widgets


category
Service PRB1349330 The read role on a variable set is not honored in the
Catalog: Service Portal if the variable set has a container start
Service Portal variable before it
Widgets
Service PRB1351398 The catalog item ordering is stuck when the regex
Catalog: variable validation is used
Service Portal
Widgets
Service PRB1348983 The 'Hide Attachment' field is not hiding the 'Add
Catalog: Attachment' link on the content item in Service Portal
Service Portal
Widgets
Service PRB1296719 The order status is communicated poorly on the

Catalog: Service Catalog order status page
Service Portal
Widgets
Service PRB1342465 Ticket Conversation widget allows end users to add

Catalog: comments on closed requested item (RITM) records
Service Portal
Widgets
Service PRB1345057 The Service Portal form displays the workflow stage
Catalog: which is the first in order in the wf_stage table instead
Service Portal of showing the one where the item belongs to
Widgets
Service Level PRB1328145 Incorrect workflow calculation when repairing Task SLA
Agreement in a pause condition
(SLA)
Service Level PRB1339423 HistoryWalker can go into a loop if the history or audit
Agreement data is returned in an order different to the order
requested by the methods called by HistoryWalker
(SLA)
Service Level PRB1316046 SLA definitions with conditions or Schedule/Timezone

Agreement source (for example, the caller's time zone) that dot-
walk to the parent request will not work when the item
(SLA)
is created
Service Level PRB1325208 SLA Timeline can't read the business_percentage

Agreement property from an undefined error
(SLA)
Service Level PRB1326320 SLA Definitions with retroactive start and pause don't
Agreement calculate the last In Progress part of duration when
pause conditions were met in the update prior to the
(SLA)
current one
Service Level PRB1326807 Activating the Service Portfolio Management - SLA

Agreement Commitments plugin removes the Target field from the
SLA Definition form
(SLA)


category
Service Level PRB1328762 When a retroactive date is given a future date, SLA
Agreement workflow completes immediately and sends all the
notifications
(SLA)
Service Level PRB1332105 Switching to the sys_popup view on a SLA Definition

Agreement DEMO DATA record results in an update
(SLA)
Service Level PRB1345716 SLA is adding a javascript array to the breakdown

Agreement cache, which also adds the Rhino context. This is
increasing the size of the cache
(SLA)
Service Level PRB1347632 There are no ACLs relevant to the contract manager
Agreement role on the tables used for the SLM/Contract
integration (contract_rel_* tables)
(SLA)
Service PRB1320778 The AWS request signature does not match the
Mapping signature generated by the AWS server
Service PRB1318281 The OSMapping script included takes too much time
Mapping and runs CPU high
Service PRB1334573 If the macAddress parameter is empty or null, a query

Mapping will display all ports
Service PRB1314992 Process detection fails for Solaris Discovery, when the
Mapping version of the local zone is < 11.2 and the global zone is
>= 11.2
Service PRB1318909 External command running in recursion fails to return a

Mapping result
Service PRB1321487 Some Pattern error messages are confusing and need
Mapping to be clarified to explain which properties need to be
changed on which tables to resolve it
Service PRB1326674 When on Windows MID and connected by IP that isn't

Mapping in the first line of netstat output, AIX process detection
fails
Service PRB1332034 Delete deferred service discovery entry when

Mapping canceling the related top down discovery
Service PRB1317046 Re-computation doesn't run if the value of a field is the

Mapping same but in different case
Service PRB1317877 Application Group in the History view of Service Map

Mapping doesn't show the worst severity of applications in the
group
Service PRB1321296 When the command runs as the local script,

Mapping credentials do not roll over as per defined order during
the discovery scan or the pattern step debugging


category
Service PRB1322260 Redundant endpoints are created in

Mapping sa_endpoint_status
Service PRB1323690 The extract port from the members pattern step name
Mapping of the get pools members using ssh pattern expects
the service_port to come with an IP address instead of
hostname
Service PRB1324364 Reduce the Max Allowed Processes from 500K to 200K
Mapping in the EpSuggestions script include
Service PRB1325094 Inconsistent DNS Lookup between Top Down discovery

Mapping and Pattern Designer
Service PRB1325792 When records in sa_network_paths are stuck in

Mapping Running state, the reference field to task_id becomes
invalid (non-existing sys_id)
Service PRB1326245 Unable to add discovered entry point

Mapping when broken endpoint reference exist in
sa_m2m_service_entry_point
Service PRB1326981 The Layer 2 algorithm does not filter absent IPs and
Mapping takes a long time to complete
Service PRB1330202 Angular service form doesn't display an error message

Mapping after clearing the data of a mandatory field
Service PRB1341829 SNC.BusinessServiceManager() can't be called during

Mapping upgrade
Service PRB1343804 SM should support the configuration of the cmdb_ci

Mapping table, the cmdb_ci table is defined as root and not the
CMDB table
Service PRB1344266 The event queue processing is slow due to too many
Mapping discovery.device.complete events in the event queue
Service Portal PRB1321584 The Service Portal list filters are not evaluating ACLs for
the task.variables column
Service Portal PRB1320794 Mandatory is not highlighted for the catalog variable
type radio button on Service Portal
Service Portal PRB1329321 Issues with the translation of the date picker, the month
is not translated
Service Portal PRB935076 Portal and Page fields are not populated for all record
types in the sp_log table
Service Portal PRB1272455 In Service Portal, g_form.setValue for dependent fields

of references in onLoad client scripts doesn't work
Service Portal PRB1321079 The UI action containing current.isNewRecord() in the

Condition field causes the insert to fail in the Service
Portal


category
Service Portal PRB1323340 Weather widget no longer works in Service Portal

because Yahoo! retired its free YQL service weather
API as of 3 Jan 2019
Service Portal PRB1323429 File attachment field type not supported and shows
empty input or sys_attachment record sys_id
Service Portal PRB689400 Unable to navigate to the Back button on browser for
Service Portal after navigating to a URL outside the
portal
Service Portal PRB1315523 Can't click typeahead result if 'Advanced typeahead

config' is enabled for a non-scripted search
Service Portal PRB1317718 Glide List (glide_list) field or List Collector variable with
large number of entries can make browser appear
unresponsive when value is set or loaded
Service Portal PRB1319364 Service Portal Reference field with additional columns
(ref_ac_columns) breaks when two or more columns
contain the same value
Service Portal PRB1324090 'No Matches Found' text is not translated for 'lookup
select' type field
Service Portal PRB1338913 The moment.js library doesn't support legacy time
zones, such as IST or CST, spUtil service needs an
API similar to localeMap that widgets can use with
moment.js to get a supported time zone
Service Portal PRB716243 The g_user.getClientData in a client script does not

have client data populated on the server using
gs.getSession().putClientData
Service Portal PRB1312113 Empty sys_created_on date causes issues with Activity
formatting in Service Portal
Service Portal PRB1313329 Item in left side of Slush Bucket widget shrinks in height
when item beneath is moved to the right and can be
hidden entirely after several items are moved
Service Portal PRB1315321 The comment is added more than once when adding
an attachment and writing an additional comment at
the same time on an Incident form
Service Portal PRB1316416 The time format with 'z' time zone token shows 'invalid
date format' message beneath the date/time field
Service Portal PRB1317133 When a search doesn't return anything, there is no

screen reader indication that the page has changed
or an indication that there are no results
Service Portal PRB1317897 Setting a default value to a variable using the Default
value and Catalog Client Script onload at the same
time will fail on Service Portal


category
Service Portal PRB1318310 Reference fields in glide.sc.request_for.columns do

not show an order confirmation, Request For, auto-
complete (sn-record-picker directive)
Service Portal PRB1318379 Anchor tag with target frame specified no longer
works in g_form.addErrorMessage
Service Portal PRB1320239 The g_form.showFieldMsg() warning type is not

supported by glideFormFactory.js and Service Portal
Service Portal PRB1321896 Currency type field on the portal shows multiple
currency options even when the system properties is
set to show only single currency
Service Portal PRB1325339 The Approvals Server script is executed twice on

Accept or Reject actions on the approval record
Service Portal PRB1325992 The max_length over 256 not honored for Wide Single
Line Text variable
Service Portal PRB1329197 The search filter of the Data Table from URL Definition
and Data Table widgets is additive instead of
replacing the existing search term
Service Portal PRB1330239 Problem with the mandatory Lookup Select Box
variable in Service Portal
Service Portal PRB1330732 A UI Policy with a condition that contains 'at or after'
on a date field is not evaluated in Service Portal
Service Portal PRB1332711 After manually entering a different date format from
the user's date format, auto-correction will set the date
to today's date
Service Portal PRB1336170 Selection fields in the Service Portal are not displaying
correctly if ATF Page Inspector is turned on and
sn_atf.runner.enabled is set to true
Service Portal PRB1338447 Image drag and drop in tinyMCE fails when the
glide.attachment.extensions system property has a
value
Service Portal PRB1338688 Duplicate sp_log search entries for each table for a
single search
Service Portal PRB1340284 My team widget (sp-my-team) doesn't have the team
title
Service Portal PRB1041775 The presence API throws a '401 Unauthorized' post
request error in the console log for a guest (not logged
in) user
Service Portal PRB1253845 Profile picture doesn't load when the user uploads a
new image


category
Service Portal PRB1311210 If Additional Comments is removed from the Form

Layout on the Requested Item form, Additional
Comments displays when the form is opened on
Service Portal
Service Portal PRB1314736 The date/time type field picks up the time of form load
and not the current time, which inconsistent with the
desktop UI
Service Portal PRB1316371 The 'KB Categories - KBv3' Service Portal widget
displays a list that can't be navigated with arrow keys
Service Portal PRB1317140 Each filter is described twice in the search results
Service Portal PRB1317151 Calendar widget does not hold input focus
Service Portal PRB1317163 Search box navigation instructions for SR are incorrect
Service Portal PRB1317429 Search results displays incorrectly in SR
Service Portal PRB1317707 Empty attachment message displays incorrectly as

Attachment is empty: 'undefined' and the filename is
duplicated for other errors
Service Portal PRB1318012 The KB Categories - KBv3 widget does not expose color
or title instance options referenced in the template
Service Portal PRB1320880 End users see the Sessions widget showing 'typing'
when an ITIL user is typing in Work Notes field
Service Portal PRB1321918 The function getSearchSources() in the typeahead

search widget is not accessible from the scoped
application in Service Portal
Service Portal PRB1322890 When capturing clone page in an update set, the
background images in containers are not copied
and the same image is used by both the old and new
container
Service Portal PRB1324907 When editing an announcement, not all users from
m2m_dismissed_announcement will be cleared
Service Portal PRB1325342 On the profile page, user date/time format change
is not reflected in Service Portal until the page is
refreshed
Service Portal PRB1326211 Red border implementation is inconsistent across field/

variable types when mandatory validation is triggered
Service Portal PRB1326727 Results from a search source on a table that contains
the score column breaks Typeahead search
Service Portal PRB1326885 The Sessions widget on Service Portal does not
translate the 'Viewing' status
Service Portal PRB1327355 Adding fields to glide.sc.request_for.columns results in

strange alignment


category
Service Portal PRB1327736 The pop-up (i) icon of a reference field on the form
should not contain the text Click to, if a user uses the
keyboard, they are not able to click the button
Service Portal PRB1327738 Information conveyed by color should also be

conveyed by non-color means
Service Portal PRB1328241 Data table with the URL definition widget shows that
matching doesn't work when there is a filter with a tag
Service Portal PRB1328518 An incorrect form pop-up appears when navigating

away from page after clicking the Date/Time field in
Service Portal
Service Portal PRB1328722 Lookup Select Box, List Collector, and Reference
variables cause NullPointerException in Service Portal
when lookup table does not exist
Service Portal PRB1329986 Approvals widget in Service Portal shows Approved on

sys_updated_on, which may show wrong date
Service Portal PRB1330589 Users are able to save a portal record with 'portal' as
the url_suffix, even if this is a reserved word
Service Portal PRB1330664 Widget options schema of glide_list type takes the
name column as the default filter for the referenced
table
Service Portal PRB1330991 Unable to upload multiple large files with

nowAttachmentHandler factory
Service Portal PRB1331472 Export as PDF on Service Portal does not apply the
filter of the list data, which was populated as part of
the source relationship (sys_relationship)
Service Portal PRB1331602 Cosmetic issue with Reference field on Service Portal
Service Portal PRB1332057 The Knowledge Base Filter section doesn't function,
render, or translate completely for any language
except English
Service Portal PRB1332326 The Simple List widget doesn't have a way to disable
the record watcher for use cases, which causes
semaphore exhaustion
Service Portal PRB1332473 DynamicReferenceCondition returns unexpected result

for getEncodedQuery
Service Portal PRB1332476 The Time Sheet Portal shows a green box when you
have a time card with the La Jolla theme
Service Portal PRB1333860 The Mandatory fields message doesn't have commas
separating field labels if translation doesn't contain
exactly one colon (U+003A) character
Service Portal PRB1334760 The 'Data Table from URL Definition' widget is not
resized when opening the filter


category
Service Portal PRB1335234 After KB article widgets are added to sc_cat_item

page, the articles do not show up
Service Portal PRB1336022 Not Able to print Map type report on Service Portal
Service Portal PRB1337345 Unable to switch the language on a landing page if

the user is not logged in because the concourse API
doesn't support unauth use
Service Portal PRB1337412 Using glide.ui.dirty_form_support system property to

turn off Dirty Form on the Service Portal doesn't work
Service Portal PRB1339429 When you change the date format from UTC (yyyy-
MM-dd), on Service Portal, the published duration of
the KB article displays incorrectly
Service Portal PRB1339563 For a scoped application, the M2M table for the
Service Portal and search source relationship does not
have the sys_scope field to retain the relationship
Service Portal PRB1340936 'UI Script does not return an object: ConditionalFocus'
warning is generated in browser console when viewing
a catalog item
Service Portal PRB1344634 Translation prefixes in widgets don't show properly

when using I18NSessionDebug API
Service Portal PRB942697 Right-clicking a link in the My Open Incidents section

to open a new tab does not load properly on the
Service Portal home page
Service Portal PRB1349111 Users can submit an empty mandatory HTML field
Service Portal PRB1343949 Facets in the Knowledge Base search source do not
work properly if there are multiple KB categories with
the same name
Service Portal PRB1349219 The translation MRVS checked box variable shows false
when checked
Service Portal PRB1338056 In IE or Edge, Horizontal Scroll Bar appears for certain
activity logs in ticket conversation widget
Service Portal PRB1325636 JavaScript error clicking in spEditableField text input in

User Profile page when input is not select2 (TypeError:
Cannot read property 'focus' of null)
Service Portal PRB1320809 Branding Editor theme color changes are not reflected
on the portal for the La Jolla theme
Service Portal PRB1346309 The search source accessibility focus can be on the
incorrect item when paginating results
Service Portal PRB1346424 Ticket Fields widget shows Multi-line text variable
without line breaks


category
Service Portal PRB1347030 The spEditableField reference field modal closes

unexpectedly when 'x' is clicked to clear the value,
and value does not get cleared [Chrome v74 ]
Service PRB1322465 A performance degradation occurs when a large

Portfolio number of service offerings are being calculated
Management
Service PRB1328240 ITIL users do not have access on the

Portfolio cmdb_outage_ci_mtom table
Management
Service PRB1328496 Slow performance on the Calculate SLA Results job

Portfolio
Management
Service PRB1335592 The Availability Calculator is querying all outages from

Portfolio the MTOM table
Management
Service PRB1346300 Changing the system time format to 'HH:mm:ss a'

Portfolio results in the 'Warn Date validation issues' business rule
Management to throw the error 'End date must be after begin date'
Service PRB1344038 The 'Business service' field in the forms should be

Portfolio renamed to 'Service'
Management
SkyNow PRB1333587 Set appropriate max_character length

Mobile - for mobile platform table columns (such
Backend as sys_sg_related_list_map.relationship,
sys_sg_master_item.table)
SkyNow PRB1334147 When users edit the vulnerability group, both the
Mobile - 'Assignment group' and 'Assigned to' fields cannot be
Backend cleared on the mobile app
Slushbucket PRB1338679 Slushbucket frame size is thinner and smaller than in

previous releases
Slushbucket PRB1338729 With Accessibility enabled and multiple slushbuckets

on a catalog item, tooltips shown when clicking on
any item causes the page to shift up
Software Asset PRB1331499 SAMP Entitlement Import doesn't create the correct
Management Start or End Date on the record
Professional
Software Asset PRB1331005 BigFix/ILMT computers data are not being reconciled
Management if there is an existing CI of class other than
Professional cmdb_ci_computer
Software Asset PRB1334278 Software spend transaction opt-in is not considered

Management when we opt-out everything and save it
Professional


category
Software Asset PRB1323163 'Remove Demo Data' from HI removes records from the
Management samp_sw_product table
Professional
Software Asset PRB1319483 The Update Model Category business rule inserts
Management empty records into cmdb_model
Professional
Software Asset PRB1319697 Subscription pull schedule job normalizes install for all
Management subscription software, but it should only normalize for
Professional Microsoft subscription software
Software Asset PRB1320661 The Product should match publisher business rule will
Management prevent creating/updating a software model when
Professional core_company records for that publisher have more
than one normalization = true record
Software Asset PRB1325226 SM with both Per User and User CAL doesn't have the
Management true-up cost calculated properly
Professional
Software Asset PRB1327226 The 'DESKLESSPACK' publisher part number is

Management associated with the wrong edition
Professional
Software Asset PRB1328473 Unable to delete entries from the Metric

Management Attributes related list on a Software Model
Professional (cmdb_software_product_model) record
Software Asset PRB1342020 Reconciliation fails when 2 products have the same
Management case insensitive name but a different case-sensitive
Professional name
Software Asset PRB1342930 With Microsoft Office 365, the user subscription records
Management are not populated because the user principal name
Professional values are not their email addresses
Software Asset PRB1345426 Reconciliation is taking too long when processing

Management suites
Professional
Software Asset PRB1347237 Duplicate files appear after the upgrade

Management
Professional
Software Asset PRB1347805 The currency is changed to USD irrespective of the

Management session currency after making an adjustment in the
Professional contract record
Software Asset PRB1347830 The currency is not converted correctly (incorrect

Management Unit cost/Total cost) when creating entitlements from
Professional entitlement import or entitlement import errors
Software Asset PRB1348666 Metric attributes are not created for Per (Named) User/
Management Device for Citrix, Adobe, VMware, and IBM
Professional


category
State Flows PRB1320389 The Demand Process Flow state does not remove
check mark if state proceeds backwards in flow
Studio PRB1317452 Users cannot edit the application in Studio when the
translation plugin is enabled
Studio PRB1327371 When the date format is not in 'yyyy-mm-dd' format,

opening Studio will generate GlideDateParser
exceptions in the localhost logs
Studio PRB1339204 When using 'Code Search' to search for widgets,

clicking the title of the results only collapses/expands
the widget data
Survey PRB1320939 The survey scorecard is showing responses as 'empty'

Management
Survey PRB1321678 In London, the 'survey_admin' role of the 'View User's

Management Response' UI action needs to be removed correctly
Survey PRB1323165 The Date/Time field is too short to show the time on the
Management survey
Survey PRB1334275 Survey answers are shown in different languages in

Management reports
Survey PRB1338719 Legacy survey migration > Task field is not getting
Management updated under survey instance after migrating legacy
survey
Survey PRB1341395 A survey-dependent question does not display when

Management clicking the display value of the survey question
Survey PRB1342564 Preview on Vendor assessments from designer doesn't

Management behave correctly, the Generating Preview field is in the
middle of a grayed out screen and the only way out is
to close the window and reopen it
Survey PRB1342837 The 'Take me to the Survey' link is missing and replaced
Management with unnamed image for copied surveys
System PRB1323548 Loading the System Applications module causes

Applications numerous 'Failed to write file [logo] to database' errors
System PRB1308139 The GlideRecord variable name 'gr' is not compatible

Applications with the CART API Script include
System PRB1327962 An error message 'version already exists, please

Applications update the version' occurs when publishing a scoped
application to application repository
Tables and PRB1342593 Unnecessary cluster cache flushes for

Dictionary DBNamesChecker
Templates PRB1196935 The Time field type (glide_time) no longer populates

when applying a template to a form


category
Templates PRB1327935 A template does not get applied on a form in a

scoped table
Templates PRB1331047 Templates are not working properly with respect to

roles
Templates PRB1323587 Template choices for extension tables do not appear

on the template value picker for parent tables
Templates PRB1323731 If a template is stored with a non key-value pair in the

template string, it will not be applied properly
Templates PRB1324809 Displaying incorrect default value for Duration field on

the condition of a template
Test PRB1343347 Adding test cases to a test plan using Add to Test Plan
Management from Test Suite shows incorrect results in the Number of
test cases field
Text Search PRB1315102 On the dictionary form for child tables the audit field is
hidden by a UI Policy
Text Search PRB1319569 Inaccurate error message for glide.ts.idf.cache.count
Time Card PRB1320029 The Time Sheet portal shows the calendar at the
Management bottom when users use Windows OS
Time Card PRB1294726 In the Timesheet breakdown widget in the Worker

Management portal, text overlaps
Time Card PRB1321677 In London, a time sheet with an empty task is getting
Management added in the Time Sheet Portal
Time Card PRB1336469 After time sheet portal loads, scrolling through the list
Management of cards (tasks) is extremely slow, and it is unusable for
longer lists
Time Card PRB1320597 An ampersand character '&' added in the notes of

Management a timecard in Service Portal displays incorrectly as
'&'
Time Card PRB1324404 If the 'announcement dismiss' option in the Time Sheet
Management portal is set to 'User cannot dismiss', the scroll bar is
disabled
Time Card PRB1328178 Notes are lost in the Time Sheet Portal when you merge
Management duplicate time cards
Time Card PRB1330540 The Copy From Previous Time Sheet option does not
Management verify if the resource plan is completed or canceled
Time Card PRB1332249 The Month in the calendar of the Time Sheet Portal
Management header does not translate to different languages
Time Card PRB1344919 Unable to scroll time card tasks when the Time Sheet
Management Portal 'tcp' uses 'Time Card Theme'


category
Time Card PRB1347527 Incorrect expense line calculation/double rates

Management calculated
Timeline PRB1311777 Change timeline visualization is not initialized at the

Visualization same date in English and French
Timeline PRB1321427 When an 'Add "OR" Clause' is used in the 'Panel

Visualization Condition' and a condition is added, the same record
appears in multiple lanes of the roadmap
Transaction PRB1332028 After revised session sync, when a script include is

and Session called from REST API, the script debugger doesn't halt
Management at the breakpoint defined on the script include
Transaction PRB1316662 Broken pipe exceptions on xmlstats.do aren't

and Session suppressed after London upgrade
Management
Transaction PRB1318233 GlideSessionDebug (Session Debug) not working as

and Session expected since London release
Management
Transaction PRB1326703 Semaphore/Session wait times are logged incorrectly

and Session for transactions that are blocked on the session after
Management London upgrade
Transaction PRB1346460 UserActivityMonitor.hasUserActivityHeader returning

and Session UndeclaredThrowable Exception periodically for
Management HttpServletRequest transactions
UI Action PRB1322164 Work notes are not saved if the work_notes field is
changed from mandatory to not mandatory
UI Action PRB1307754 UI policies are unexpectedly overwritten in child

domains when clicking on Advanced view
UI Action PRB1314075 When logging into an instance using the Mobile

browser and the Desktop interface, the top bar
buttons do not function
UI Action PRB1317474 The Cancel button on the accept_signature UI page

does not close the dialog box as expected
UI PRB749047 When an unsupported file type is uploaded via the

Components 'Image ZIP Upload' option, no errors are thrown
UI Policy/Client PRB1320599 When using the isTemplate call in an onChange Client

Script Script, it is always returning false
UI Policy/Client PRB1315948 The confirm() function does not work in Chrome 70

Script
UI Policy/Client PRB1319816 The error message 'UI Policy Violation' on the VTB is
Script customized but doesn't appear for the first time
UI Policy/Client PRB1323101 Unable to deactivate mandatory fields by UI Policy

Script


category
UI Policy/Client PRB1326786 The 'is less than' and 'is more than' operators perform
Script incorrect comparison calculation between two Date/
Time (glide_date_time) fields
UI Policy/Client PRB1327143 Unable to save the UI Policy if the condition value

Script contains the '@' character
UI Policy/Client PRB1331909 The onChange client script behaves differently on the

Script dynamic creation enabled field
UI Policy/Client PRB1348024 The UI policy using the 'at or after' or 'at or before'
Script operators fails on the Date/Time fields
UI Policy/Client PRB1348943 The OnChange event in the client script removes the
Script space in the 'newValue' parameter
Update Sets PRB1262110 Previewing the update set for sys_ids with manually
set values results in the error 'could not find a table
sys_number_kb this update requires'
Update Sets PRB1306856 The Show Related Record UI action on

sys_update_xml behaves unexpectedly when there's a
sys_metadata_delete for the record
Update Sets PRB1337449 Form sections do not migrate correctly when a table
is created and the new table's form is altered in the
same update set
Update Sets PRB1339482 Previewing a parent update set with a global app
along with a child update set with further updates
causes preview errors
Update Sets PRB1251402 An update set that contains a table extension and
form sections causes errors when previewed
Update Sets PRB1312794 Unexpected results when publishing an application to

update set with records from coalesced tables
Update Sets PRB1313575 Deactivating a field from sys_dictionary that is

available in personalized lists could lead to the
deletion of Default List layouts after committing this
change via an update set
Update Sets PRB1318017 When users select 'ALL Update Set preview conflicts'
and select the 'Accept remote update' row action, a
confusing message appears
Update Sets PRB1331784 Retrieved update sets contain empty updates for users
who do not have access to the sys_update_xml table
Update Sets PRB1335223 Committing a remote base hierarchical update set

twice can cause it to get stuck in the 'Committing'
state
Update Sets PRB1339094 Scoped application updates are captured in the

global update set, which causes issues with retrieving
and committing the update set


category
Update Sets PRB1346224 When migrating an update set that contains a

change to sys_app_application _import_sets, a
preview problem prevents commit
Upgrade PRB1322574 Null pointer exception error occurs during an instance

Engine Issues upgrade due to incorrect plugin or app versions stored
Upgrade PRB1322784 Protection policy on Item Designer scripts is not the

Engine Issues same on personal and dev instances after an upgrade
Usage PRB1322521 Unique key violation error on ua_user_role_ct table

Analytics
Usage PRB1302543 UA jobs should run after other LUA jobs that are
Analytics currently running on the same node
Usage PRB1311597 Records deleted from UA compliance framework

Analytics tables should not appear in the 'Deleted Records'
module on the platform
Usage PRB1318461 Subscription Manage license erroneously contains

Analytics detail records that do not correspond to any existing
contract item
Usage PRB1322773 Users see unwanted license model-related errors in logs

Analytics
Usage PRB1345536 The UA downloaded table stats definitions cause

Analytics invalid queries to be generated and the 'Flush Query
Event Logs' to behave unexpectedly
Usage PRB1345306 Required ua_app_family data is not correctly deleted

Analytics and inserted causing license checks failing on the
instance
Usage PRB1321136 Prevent logging UADownloader download errors on

Analytics Developer instances
Usage PRB1345245 Licensing definitions are not created on subscription

Analytics insert in customer instance
User Criteria PRB1336565 Scripted User Criteria is not cached, which causes
performance issues
User PRB1290389 After upgrade, missing table_name errors observed

Experience
Engineering
VA-Designer PRB1327216 After duplicating VA topic, some fields become read-

only
VA-Designer PRB1346612 Error on Preview or Publish duplicated topic with

double 'user' variable
VA-Web Client PRB1345228 When receiving multiple new messages from an

agent, auto scrolling stops working


category
Vendor PRB1331852 The Vendor Portal does not show questions when
Security Risk the answer in a string type question contains the
Assessment percentage character '%'
(VSRA)
Vendor PRB1314264 Change password functionality is not working in the

Security Risk Vendor Service Portal
Assessment
(VSRA)
Vendor PRB1326342 In the Vendor Risk Portal, assessment metrics with the
Security Risk 'template' data type do not honor the metric category
Assessment to which they belong
(VSRA)
Vendor PRB1348018 The 'Additional Information' field added from Designer

Security Risk does not display on the Vendor Portal
Assessment
(VSRA)
Vendor PRB1349421 The 'Submit to vendor' date issue in Madrid

Security Risk
Assessment
(VSRA)
Vendor PRB1322930 When all 13 GRC applications are installed in Kingston

Security Risk and then upgraded to London or Madrid, the app
Assessment SIG Assessment and Vendor Risk Management are not
updated
(VSRA)
Virtual Agent PRB1312361 Pinned KB articles are not appearing in Virtual Agent/
for ITSM Chatbot search results
Virtual Agent PRB1329443 When creating a record from Virtual Agent, different
Platform behavior occurs between defined actions and
scripted actions when they are used
Virtual Agent PRB1321902 Virtual agent tables Conversation fields are not
Platform accessible
Virtual Agent PRB1323274 Multi-line Connect messages appear as Single Line

Platform messages in Virtual Agent Web Client
Virtual Agent PRB1323807 When virtual agent is embedded in an iFrame within

Platform a CMS page, a 'Picker message error' displays for
decision choices
Virtual Agent PRB1332468 Emoticons are not working in Bot responses

Platform
Virtual Agent PRB1333866 Issues with GlideEntitlement (licenses) checks

Platform


category
Virtual Agent PRB1335504 Bot Bubble Font CSS Styling breaks in IE11 on Boolean
Platform user input box
Virtual Agent PRB1343420 Unable to see shared case when KB numbers are sent
Platform by live agent on adapters for Connect Support and
Agent Workspace
Virtual Agent PRB1349593 When users click 'Send email to Customer Support', the
Platform page does not load, and the error 'refused to connect'
appears
Visual Task PRB1326528 Can't drag and drop tasks and can't select filters
Boards
Visual Task PRB1328701 Error displayed when the owner of a VTB board is in the
Boards TOP domain
Visual Task PRB1289068 Visual Task Board filter quick picker (color, user) is not
Boards responsive on the first tap in SN Mobile Apps (iOS,
Android)
Visual Task PRB1301358 On VTB cards for Guided Task Boards with dot-walked
Boards choice fields defined as Lanes, color-coded labels are
not displayed
Visual Task PRB1309994 Creating ACL on vtb_board isn't respected

Boards
Visual Task PRB1319657 When 'Add to Visual Task board' option is selected
Boards from the Request [sc_request] table, a 'Cannot read
property 'replace' of null' error is thrown
Visual Task PRB1320507 When the collaboration.frameset property is inactive,

Boards the 'connect with board members' button is clickable
but not functional
Visual Task PRB1321053 The 'add to filter' icon in the 'Labels' tab is not hidden
Boards after users click the filter to remove it
Visual Task PRB1321434 Clicking the plus (+) sign on the list of VTB boards only
Boards opens a free form board, not data-driven boards
Visual Task PRB1323001 When creating a record from the VTB, a 'Creation of
Boards new task failed' error appears
Visual Task PRB1328506 When a new lane is added to the guided board, the
Boards search results do not show matching records
Visual Task PRB1348322 For visual task boards based on a string field that
Boards contains digits, the column symbol and string fail to
display the lane name
Visual Task PRB1346118 Description/Short Description field doesn't get cleared

Boards in VTB Card view


category
Vulnerability PRB1330285 The base instance Vulnerability Response for the

Response NVD data feed no longer works after the XML feed is
deprecated
Vulnerability PRB1333493 Vulnerability Response plugin has a file name collision

Response with Flow Designer application
Vulnerability PRB1314328 The module 'Ungrouped Vulnerable Items' is returning

Response slowly or not returning at all
Vulnerability PRB1322301 When Vulnerability Groups have manual filters and

Response a large number of Vulnerable Items belong to these
groups, the recalculation job can consume too much
memory and affect platform performance
Vulnerability PRB1323562 Vulnerable Items and Affected CIs are not being
Response successfully associated with a CHG
Vulnerability PRB1325709 The 'Set related business services for VI' scheduled job
Response is impacting performance
Vulnerability PRB1327806 Values in sn_vul_qualys_id and sn_vul_qualys_host_id

Response fields are flipped
Vulnerability PRB1327877 Configuration Compliance state machine does not

Response handle resolutions correctly
Vulnerability PRB1329737 Case-sensitivity issues with sn_vul.VulnerableGroupRule

Response script include causing issues
Vulnerability PRB1330484 When Qualys returns an incomplete response (possibly

Response due to network issues), the integration process gets
marked as successful, but does not process additional
data
Vulnerability PRB1330977 When a Vulnerability Group is Deferred or Closed,

Response its associated Vulnerable Items are not Deferred or
Closed
Vulnerability PRB1331264 Remediation target date is not populated for

Response Vulnerable items even though the remediation target
rule condition is satisfied
Vulnerability PRB1335404 Vulnerability Remediation status shows Approaching

Response Target with past remediation target date
Vulnerability PRB1337849 Qualys Knowledge Base Backfill integration fails when

Response there is an invalid QID record
Vulnerability PRB1338691 The QualysScanResultsProcessor script is available only

Response for the Qualys scope, if scanner is created in another
scope, scan will fail
Vulnerability PRB1346039 When Vulnerability Response Integration scheduling is

Response configured via Setup Assistant, the next action of the
corresponding sys_trigger record is set in distant future,
i.e. year 2068


category
Walk-Up PRB1342917 When the glide.sys.default.tz and

Experience glide.sys.time_format system properties are
customized, the time joined in the walk-up portal
queue shows AM instead of PM
Walk-Up PRB1346765 Walkup queue page does not auto-refresh wait time
Experience after Madrid upgrade
Walk-Up PRB1348675 For the French language, the 'Schedule appointment'

Experience button is not enabled in the Walk-up Experience portal
Web Services PRB1322076 When REST XML transaction times out, the response xml
message is not well formed
Web Services PRB1332230 Aggregate API returns 'Insufficient rights to query

records' for kb-related tables
Web Services PRB1333220 Rest API Explorer is escaping special characters in the
XML payload content
Web Services PRB1344348 Inbound REST call with pagination: URIs in Link header
no longer escaped
Web Services PRB1347334 The SOAP message function that uses web service
security can fail to sign the SOAP envelope
Workflow PRB1341033 Users cannot see the workflow for a record
Workflow PRB1323774 When using a Knowledge Article template other that

Standard, Workflow stages in list view show Skipped
instead of Complete
Workflow PRB1341212 The in-flight workflow cannot be completed when a

domain override is created while the flow is waiting
Workflow PRB1320789 Access from outside the workflow domain hierarchy

causes workflow version stages to be cleared
Workflow PRB1340526 When an Emergency Change is created and put on

Hold, the Sys ID of the approval user is passed as 'NULL'
Workflow PRB1276644 When using list edit in dashboards, approval can be

given without an e-signature
Workflow PRB1326306 During cross-domain group approvals, group approval

names don't get copied in the work notes
Workflow PRB1327378 Join activities are not working in domain separation

when domain system properties are set to false
Workflow PRB1334811 When rejecting the same approval twice and

approving it a third time, the stage field on the list view
on any table is behaving unexpectedly
Workflow PRB1336519 Question choices for a workflow variable are captured

in an update set when the workflow is checked out


category
Workflow PRB1337290 Stages in list view are being displayed inconsistently
Workflow PRB1339192 In a scoped app, users cannot publish a checked out

default workflow
Workflow PRB1343070 The 'Wait for condition' step is stuck in waiting state
Workflow PRB1343184 The 'Set state to approved or expired' run script activity
in Contract Approval Workflow didn't update with the
latest code
ODBC Driver patch release notes

The ODBC Driver is updated with each new family release, and problem fixes are included in
driver patch updates.
Download the ODBC driver from the HI Knowledge Base. For installation and configuration
information, refer to Download and install the ODBC driver.
ODBC Driver 1.0.14.01 release notes

The ODBC Driver 1.0.14.01 release contains fixes to these problems.
Fixed problem Short description
Open Database Connectivity When a ServiceNow ODBC user types incorrect user credentials,
(ODBC) 4 login.failed events are created instead of 1
PRB1282816
ODBC Driver 1.0.14 release notes

The ODBC Driver 1.0.14 release contains fixes to these problems.
Fixed problems Short description Description
Open Database A ODBC query to a 'string' with When using ODBC to query to a 'string' that
Connectivity the value of a field name will matches the value of a field name, it translates
(ODBC) translate to the incorrect 'same to an incorrect 'same as' query. The incorrect
as' query, returning incorrect query can return the incorrect rows.
PRB1162624 rows
Open Database The JRE was removed from

Connectivity ODBC installers
(ODBC)
PRB1267497

Fixed problems Short description Description
Open Database 64-bit ODBC Driver fails to FedRAMP data centers no longer allow for
Connectivity connect to instances hosted in connections made with TLSv1.1 or lower. The 64-
(ODBC) FedRAMP datacenter due to bit version of the 1.0.13 driver uses JDK 1.8.152,
TLSv1.2 requirements which has been known to have issues with TLS.
PRB1278032
As a result, the server rejects the connection
when falling back to the next highest version.
For symptoms, cause, and resolution
information, see KB0563593 in the HI Knowledge
Base.
• Install an ODBC driver patch

• ODBC driver installation requirements and supported software
• Download and install the ODBC driver

The ODBC Driver 1.0.13 release contains fixes to these problems.
Problem Short description Description
Open Database ODBC driver returns non-integer Users cannot use ODBC driver 1.0.11 correctly
Connectivity fields as NTEXT where varchar is in combination withL: SQL Version: Microsoft
(ODBC) expected SQL Server 2014 (SP2-CU2-GDR) (KB3194718) -
12.0.5532.0 (X64) Oct 5 2016 20:28:25 Copyright
PRB1110116
(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.
• 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.
Problem Short description Steps to reproduce
PRB708941 Querying more than 4MB with ODBC See Known Error for steps to reproduce
driver creates temp files
KB0597404
PRB747962 ODBC driver outputting incorrect See Known Error for steps to reproduce
number of records when using LEFT
KB0621993 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.
PRB711960 When querying a table that has a string Refer to the listed Known Error KB article
field whose value exceeds 65535 kb, for details.
KB0597602 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 article
state does not return the entire Display for details.
KB0597979 Value
PRB716125 iSQL returns only 16383 bytes even if a Refer to the listed Known Error KB article
field contains more data for details.
KB0598308

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.
Fixed problems
PRB634397 ODBC driver fails to get data or Refer to the listed Known Error KB article
connect when invoking multiple or 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 article
different connections. for details.
KB0549682
PRB630233 The ODBC driver doesn't use the SOAP Refer to the listed Known Error KB article
aggregate API for aggregate queries. for details.
KB0549578
PRB629818 ODBC driver does not optimize select Refer to the listed Known Error KB article
top N queries. for details.
KB0549557
Personalized PRB release notes for upgrades to New York

If you are thinking about upgrading to the New York family, problem (PRB) fixes can be an
important factor in your upgrade plans. Compare the lists of fixed problems across various New
York upgrade scenarios to help you decide which release version to upgrade to.
Generate cumulative PRB release notes
To create personalized release notes for your upgrade, use the Filter by feature to select your
current release version and your target version. The table will filter to show you the personalized
release notes for the selected upgrade scenario. You can view the cumulative PRB release
notes in HTML or download them in a CSV file. We are working on improving the HTML display
of these release notes, but in the meantime, we hope you enjoy this personalized release notes
experience.
Warning: For now, these personalized release notes only include non-security PRB fixes.
It is important to review security fixes before you upgrade. To view a list of all security fix
release notes, review the Cumulative list of security release notes [KB0758996] article on the
HI Knowledge Base (HI login required).
Fixed problems in upgrades to New York
Only available target release versions are listed in the personalized release notes generator. For
further information on a PRB, documentation updates, or fixes included for a specific release
version, you can also browse the standard release notes topics on the ServiceNow Product
Documentation website.
Important: Be sure to upgrade to the latest release version that includes all of the PRB fixes
you are interested in.

Current version Target version
Jakarta Early Access New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 1 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 3a Hot Fix 1 New York Patch 1 Hot Fix 1 html csv

Jakarta Patch 9c Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Jakarta Patch 9c Hot Fix 2 New York Patch 1 Hot Fix 1 html csv
Kingston Early Access New York Patch 1 Hot Fix 1 html csv
Kingston Patch 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 3 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Kingston Patch 3a Hot Fix 1 New York Patch 1 Hot Fix 1 html csv

Kingston Patch 14b Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
London Early Access New York Patch 1 Hot Fix 1 html csv
London Patch 1 New York Patch 1 Hot Fix 1 html csv
London Patch 1 Hot Fix 2 New York Patch 1 Hot Fix 1 html csv

London Patch 6a Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
London Patch 6b Hot Fix 1 New York Patch 1 Hot Fix 1 html csv

Madrid Early Access New York Patch 1 Hot Fix 1 html csv
Madrid Patch 0 Hot Fix 1 New York Patch 1 Hot Fix 1 html csv
Madrid Patch 1 New York Patch 1 Hot Fix 1 html csv
New York Early Access New York Patch 1 Hot Fix 1 html csv
New York Patch 1 New York Patch 1 Hot Fix 1 html csv
Upgrade to New York

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.
Important: For an in-depth explanation of the upgrade process, refer to Upgrade your
instance.
Before you begin the upgrade process, read the New York release notes and review the upgrade
and migration tasks for your applications and features.

System upgrades can be significant projects. Each ServiceNow feature release includes major
additions, and you should always consider the impact of new functionality on an instance.
Upgrading implements enhancements to all features that are part of the base system or are
already active, unless the feature is customized on your instance. For a list of all available plugins
and whether they are active by default on the base system, see List of plugins (New York).
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.
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.
Upgrade and update durations in New York

The upgrade process takes a significantly shorter time for both updates and upgrades. (An
update occurs when an instance moves from one patch or hotfix to another within the same
release family. An upgrade occurs when an instance moves from one release family to another).
As always, test your upgrades, but don't assume from the much faster completion time that the
update or upgrade wasn't successful.
Supported upgrades
You can upgrade directly to the latest release family. If multiple software versions are involved in
your upgrade, be sure to consult the release notes for each version between your current version
and the target version. For more information about release terminology and availability phases,
see the ServiceNow Release Cycle [KB0547244] article in the HI Knowledge Base.

Upgrades and the ServiceNow Store
The ServiceNow Store includes official applications that are developed and released by
ServiceNow. Users can download, access, and configure ServiceNow Store apps on their
instances.
Starting in the Madrid release, new versions for a ServiceNow Store app can be defined in patch
and family releases. This includes the ability to define a minimum version and/or a hotfix for a
version you already have installed. From Madrid onwards, if your instance has an installed app
version below the defined minimum version, the app will be upgraded to the minimum required
version. Similarly, if your instance has an installed app below the defined hotfix version, your app
will be upgraded to the hotfix version.
For example, consider an application that defines these versions in a release: 1.7.1, 2.4.0, and 3.0.1.
In this example, version 1.7.1 is the minimum version. Versions 2.4.0 and 3.0.1 are hotfix versions.
When an instance upgrades to the release version, the following behavior occurs:
Minimum version upgrades
Version installed before the upgrade Expected version after the upgrade
1.0.0 1.7.1 - The version upgrades to the minimum
version
1.3.2 1.7.1 - The version upgrades to the minimum
version
1.7.1 1.7.1 - The version stays the same, because the
instance was already on the minimum version
instance was already ahead of the minimum
version
Hotfix version upgrades
Version installed before the upgrade Expected version after the upgrade
instance was already ahead of the defined hotfix
version
2.0.0 2.4.0 - The version upgrades to the defined hotfix
version
version
3.0.0 3.0.1 - The version upgrades to the defined hotfix
version
version
4.0.0 4.0.0 - The version stays the same, because there
are no hotfix versions defined for 4.0.0+.

Upgrades vs. updates
ServiceNow organizes its releases into families. A family is a set of releases that are named after
a major city, such as New York. Families also contain patches and hot fixes. For example, the
following releases are both part of the Madrid family:
• Madrid Patch 4
• Madrid Patch 3 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 London Patch 7 to Madrid Patch 3 is an upgrade because London and
Madrid are different families.
Updating is the act of moving from one patch or hotfix to another within the same release family.
For example, a move from Madrid Patch 1 to Madrid Patch 3 is a update because both versions
are part of the London family.
In both cases, the target release is Madrid Patch 3. It is the difference between your current and
target release family that determines whether you are upgrading or updating.
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, New York patch-to-patch and New
York 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 • Conduct smoke tests.
Test • Use the ServiceNow Automated Test Framework to assist you in testing
your non-production instances.
• In the Madrid release, Automated Test Framework quick start tests were
introduced. Many products include testing suites to help you jump start
your testing before and after upgrades. For a list of available tests and
activation information, see Quick start tests.
• 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 is intended for use on non-

production instances. On your production instance, conduct UAT
only.
If you encounter any post-upgrade issues, document the issue's conditions, steps to reproduce the
issue, and your customizations. Contact ServiceNow Customer Support to open an incident for
each issue, 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
non-production instances before upgrading your production instance.

Important: These topics contain in-depth explanations about upgrades. For a step-by-step
reference of upgrade steps, refer to the Upgrade planning checklist (New York).
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.
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.
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.
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.
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.
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.
Phase 7 - Upgrade the production instance

After you have upgraded your development, non-production, and test instances,
© 2019 ServiceNow, Inc. All rights reserved. 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).

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.
Important: If multiple software versions are involved in your upgrade, be sure to consult the
release notes for each version between your current version and the target version.
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 New York release notes 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 New York-specific upgrade considerations, see Pre- and post-upgrade tasks
for various products.For a downloadable, sortable version of New York fixed problems, see
KB0748891.
2. Complete the preparation and planning tasks in Phase 2 of the Upgrade planning checklist
(New York).
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. To better prepare for the upgrade, evaluate the level of customizations on your instances.
For information on customization best practice guidelines, refer to the Customer Success
Center's Define business case guidelines page.
Complexity score Customization examples

Low • Modification to form layout/design
• Add fields and/or UI policies to forms
• Build simple custom integration
• Extend an existing table (such as incident) in scope with new
fields only
Low-medium • Extend an existing table (such as incident) in scope with some

scripting
• Extend an existing table (such as incident) as the basis for a
different application, such as HR
Medium Build a new scoped application

Medium-high Build a new global application
High • Change baseline business rules (such as modifying the SLA
process)
• Build a complex custom integration

4. 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.
Instance Type of testing required

Development • Conduct smoke tests.
Test • Use the ServiceNow Automated Test Framework to assist you in

testing your non-production instances.
• In the Madrid release, Automated Test Framework quick start tests
were introduced. Many products include testing suites to help
you jump start your testing before and after upgrades. For a list of
available tests and activation information, see Quick start tests.
• 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 is intended for use

on non-production instances. On your production instance,
conduct UAT only.
Phase 2 - Prepare for the development instance upgrade

For a better understanding of your production upgrade duration, request a 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. 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.
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.
Important: 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 New York Patch 8 to HI changes its records to reflect that you should
take place on June 10 at 3:00pm. be on New York 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 New York
a ping from your instance. 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.
job runs.
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.

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 module: Upgrade an individual instance 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
System update sets for details.
4. Before and after upgrading, conduct smoke tests 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. In the Madrid release, Automated Test Framework quick start
tests were introduced. Many products include testing suites to help you jump start your testing
before and after upgrades. For a list of available tests and activation information, see Quick
start tests.
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 Frameworkcan greatly assist you in testing your non-production instances. In the Madrid
release, Automated Test Framework quick start tests were introduced. Many products include
testing suites to help you jump start your testing before and after upgrades. For a list of
available tests and activation information, see Quick start tests. For extra testing coverage,
you can also conduct user acceptance testing (UAT).

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 (New
York). 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.

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.
job runs.
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.
job runs.
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

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.
Other resources
• Quarterly Patching Program - Customer FAQ
Pre- and post-upgrade tasks for various products

In preparation for your upgrade, review the upgrade and migration tasks for various applications
and features. Plan to complete these tasks, when applicable, before or after the upgrade is
complete.
Prepare your instance for a smooth upgrade

Some applications or features require that some tasks are completed before and after your
upgrade to a new release version. In some cases, products migrations also require additional
steps. Complete the upgrade tasks where necessary to prepare for an upgrade, and complete
appropriate migration tasks after the upgrade to protect your data and customizations from
changes to the system.
Upgrade and migration tasks
Note:
In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
before the upgrade.
you upgrade.

workaround.
dashboards.
Dashboards Responsive dashboards enabled by default on upgrade to New York

dashboards

Discovery During upgrade to the New York release, the April 2019 (1.0.39) release

The process of upgrading from Madrid to New York deactivates all

Discovery schedules for cloud resources (VM). Schedules deactivated
during the upgrade appear in the list view of the Discovery Schedule
[discovery_schedule] table with a Run status of undefined. These schedules
cannot be used to discover cloud resources either when run immediately
or on the day and time configured. After upgrade, open your cloud
schedules in the Discovery Manager and re-activate them.

deprecation.

and Steps.
options.

customers.
Service Portal.
the actual upgrade.
Servers manually.

app configuration.
York mobile.
stopped.
time.
completes:

by default.
process.

upgrades.


Management
new Idea Portal .
follows:
execution type.
execution type.
Security Incident If you are upgrading directly from the Jakarta or Kingston releases to
Response the New York release (skipping the London release), navigate to System
Definition > Fix Scripts, and run the Update integrations to multi domain
fix script. Run this script to enable certain integrations to define multiple
configurations.
commitment.
Service Mapping During upgrade to the New York release, the April 2019 (1.0.39) release


and suggestions.

customizations.


information.

pages.

Store.
administration.
Note:

replaced it.

Upgrade planning checklist (New York)

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.

Important: This topic contains step-by-step upgrade instructions. To download a PDF

version of this checklist, click here. For in-depth explanations about upgrades, refer to
Upgrade your instance.
Some optional steps may not be appropriate depending on the number of instances,
customizations, and so forth. Mark the ones you do not need in the N/A column.
Note:
The process for completing steps for self-hosted customers may vary (for example,
requesting an instance clone or upgrades). These differences must be considered during
planning.
Customer name:
Product instance name: https://[instancename].service-now.com
Other instance names https://[instancename].service-now.com https://
[instancename].service-now.com
Description Yes No N/A

1 Review the New York release notes for the target
ServiceNow feature release and patch, in addition to
product and release documentation.
For New York-specific upgrade considerations, see
Pre- and post-upgrade tasks for various products.
Phase 2 - Complete these planning tasks.

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 Based on the New York release notes and other

release materials, determine new functionality or
notable changes that need to be validated after the
upgrade.
5 Confirm plans to enable or disable features

introduced in the new product release.
6 Review the Generally supported 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.
7 Create a project plan for cloning, upgrading, and

testing.


8 Identify the core team of testers, power users, and
key stakeholders required to validate functionality
in the ServiceNow instances before and after the
upgrade.
9 Confirm whether there are any change freeze

windows impacting the timing for environment clones
or upgrades. For example, end quarter.
10 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.
11 Confirm the availability of other systems required for

integration testing (key resources and environments).
12 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.
13 Confirm the testing scope and approach.
14 Create a comprehensive test plan including

test cases for all core instance functionality and
integrations.
15 Confirm the method for tracking any defects

identified during testing.
16 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.
17 Confirm whether there are any change freeze

windows impacting the timing for environment clones
or upgrades. For example, end quarter.
Responsible: ServiceNow or Customer


18 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.
19 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.
20 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
21 Check the configuration of the Upgrade scheduled
job to view how often and when it runs.
22 Verify that the Upgrade sys_trigger is set properly for

upgrading.
23 Verify that the Check Upgrade Script sys_trigger is set

properly for upgrading.
24 Schedule the upgrade in HI.
25 If applicable, request a version entitlement.

26 Using the Upgrade Monitor, monitor the upgrade to
your instance and validate that the upgrade to your
development instance is complete.
27 After the upgrade for your development instance

is complete, process the skipped records list in the
Upgrade Monitor.


28 Identify your update sets.
29 Before and after upgrading, conduct smoke tests 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
30 On your production instance, create a system clone
and select your development instance as the Target
instance.
31 Schedule the non-production upgrade in HI and

verify your upgrade configurations.
32 Validate that the upgrade to your non-production

instance is complete.
33 Install any optional plugins that were installed on your

development instance.
34 Install any custom applications and post-upgrade fix

scripts that you need.
35 Install update sets.
36 Perform functional testing and monitor the

performance of your instance.

37 Confirm sign-off from IT and Business stakeholders
that all non-production instance defects have been
fixed and validated in update sets.
Responsible: Customer
38 Confirm the core team of key stakeholders required
to validate functionality in the ServiceNow instance
after the production upgrade.
39 Confirm coverage for Day 1 support post-upgrade.
40 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.
41 Schedule a walkthrough and sign-off of the
Implementation Plan with key stakeholders and the
core team.


42 Submit and obtain approvals for change records as
required by the organization change process.
43 Send a communication to key stakeholders and end
users with details for the production upgrade outage,
new features, and so forth.
44 Profile the performance of your instance before
upgrading.
45 Use the ServiceNow Performance homepage to

document the performance of your instance before
the upgrade.
46 On your clone, perform functional testing and

monitor the performance of your instance.

47 Schedule the upgrade in HI.
48 If applicable, request a version entitlement.
49 Monitor the upgrade to your instance and validate

that the upgrade to your production instance is
complete.
50 Apply any update sets and post-upgrade fix scripts

that you have.
51 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 New York from Kingston

When you upgrade from the Kingston release to the New York 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.

Accelerate your upgrade to New York
Release notes for upgrade from Kingston to New York

Before you upgrade from Kingston to New York, read the release notes for information about new
features, notable changes, and fixes to existing functionality.
New features and changes in London, Madrid and New York
Each release family contains new functionality. Read to the release notes for details on the new
features and changes in London, Madrid and New York.
• London release notes
• Madrid release notes
• New York release notes
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 (London)
• Available versions (Madrid)

• Available versions (New York)
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
New York.
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 New York, you can start upgrading your instance. For an overview of
the upgrade process, release definitions, and upgrade testing, refer to Upgrade to New York.
For a step-by-step guide through the upgrade process, refer to Upgrade your instance and the
Upgrade planning checklist (New York).
To help automate your testing and validation on non-production instances, use the Automated
Test Framework. In the Madrid release, Automated Test Framework quick start tests were
introduced. Many products include testing suites to help you jump start your testing before and
after upgrades. For a list of available tests and activation information, see Quick start tests.
New York user interface

List v3 is no longer available for new deployments. If you are already using List v3, you can
continue to do so. There are several aspects of list administration that are specific to List v3.
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.
Watch the five-minute video User Interface | Overview to learn about the elements of the UI16
user interface.

UI16 user interface

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 New York
List v2 is the default version of lists and is supported in all versions of the UI. Even when List v3 is
activated, some UI16 lists may display in List v2. For details, see List v3 compatibility.
List v3 performance is different from performance in List v2. Based on your instance configuration
and the complexity of the query, List v3 may load records more slowly than List v2.
In List v2, the list editor does not enforce client scripts or UI policies. In List v3, the list editor enforces
UI policies and mandatory dictionary attributes, but not client scripts. Allowing list editing with
client scripts running on fields in a form can result in incorrect data being saved to the record. For
more information on list administration and using business rules and client scripts, see List editor
administration.

Visual differences between List v2 and List v3
If you are unsure whether a list is v2 or v3, look for the following identifiers.
• The personalize list gear icon appears in the upper left corner of v2 lists. The personalize list
option 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.
List v2 identifiers

List v3 identifiers
List features
Most List v2 features are supported in List v3 as well, with the following exceptions.

Features that are not supported in List v3
Feature Details
Hierarchical lists Tables that have hierarchical lists enabled display
in List v2.
Embedded lists Embedded lists display in List v2.
Create a list report in the Report Designer List reports display in List v2.
Customizing list title or list column heading menus Options added to list context menus using the
Context Menu [sys_ui_context_menu] table do
not appear in List v3. Because it is only possible
to customize the list title menu or list column
heading menu by editing records on the Context
Menu table, it is not possible to customize these
menus in List v3. Administrators can customize list
field menu options by editing UI actions.
Detail rows Detail rows do not appear in List v3.
Composite fields Links do not display in composite fields, and the
different field values may appear on the same
line in List v3.
Limiting access to list column personalization Administrators cannot disable list column
personalization or control which user roles can
personalize list columns in List v3.
Administering certain list editor capabilities Administrators cannot configure which field types
are editable and cannot enable single-click list
editing for v3 lists. In List v3, the list editor enforces
UI policies and mandatory dictionary attributes.
Configuring when related lists load When List v3 is enabled for related lists, all related
lists load asynchronously after the form loads,
even if there are no v3 related lists on the form.
Creating default filters for related lists The Set as Default Filter button is not available in
the filter interface for v3 related lists.
Notable changes for upgrades from Kingston to New York

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
Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.



Agent Intelligence These ML Solution Definition templates are deprecated in the New York
(Renamed to Predictive release and are replaced by a Classification Template:
Intelligence in New
York) • Assignment Template
• Category Template
• Priority Template
This new template prompts you to choose specific record fields that you
can use to build a classification solution.
If you upgrade to the New York release and you have existing solutions
that use one of these deprecated templates, you must update and retrain
the solutions to use the new Classification Template. For more information
on how to update these solutions in New York, see Create and train a
classification solution.
Application Portfolio Application Portfolio Management integrates with Service Mapping

Management differently from what it was. The application Instances tab has been
removed and the application instances [apm_app_instance] table is no
longer used to store application instances data. The application instances
table is replaced with the Business Services [cmdb_ci_service] table
(if Service Mapping is not installed) or the Discovered Business Service
[cmdb_ci_discovered_service] table (if Service Mapping product is
installed). Any data in the application instances table for service mapping
integration must be migrated to the business service table. If you are
upgrading to the New York release, then contact ServiceNow personnel for
help with migrating the data.


before the upgrade.
If you have the ITSM Software Asset Management feature

enabled using the existing Software Asset Management
(com.snc.software_asset_management) plugin on a release prior to New
York, you can continue to use the Software Asset Management plugin.
To migrate from the Software Asset Management
(com.snc.software_asset_management) plugin to the Software Asset
Management Foundation (com.snc.sams) plugin, consult your service
manager.
Warning: If you upgrade to Software Asset Management

Foundation plugin (com.snc.sams) from Software Asset
you cannot revert back to Software Asset Management plugin
(com.snc.software_asset_management).
you upgrade.
The Run Server Side Script test step supports version 3.1 of the Jasmine
testing framework. You can upgrade individual test steps from Jasmine
version 1.3 to Jasmine version 3.1. See Run Server Side Script.
By default, the system property that is used to run automated tests is
disabled to prevent you from accidentally running these tests on a
production system. To avoid data corruption or an outage, run tests only
on development, test, and other non-production instances. See Enable or
disable executing Automated Test Framework tests.


Change management After you upgrade, you can:
• Use the new
com.snc.change_management.enforce_data_requirements property
that provides additional controls along with the existing UI policy
and client scripts. When true, it ensures that any updates made from
a change request form, such as Workflow, REST/SOAP, JavaScript,
or GlideRecord updates adhere to the same mandatory data
requirements. This property is installed with Change Management -
Core and is set to False by default for upgrade customers. Change the
property value to True to use this feature.
• Activate the Change Management - Approval Policy plugin so that you
can use the new change approval policies. Configuration details are
described in Change approval policies.
• Upgrade from any version of Cloud Management version 2 (starting in

workaround.
If you are upgrading, to the current release, from a release prior to

Jakarta with the cloud plugins (com.snc.azure, com.snc.aws, and
orchestration.vmware) activated on your instance and you decide to
activate the Cloud Management plugin (com.snc.cloud.mgmt), then
the cloud plugins activated prior to Jakarta may not work correctly.
Do not use the cloud plugins (com.snc.azure, com.snc.aws, and
orchestration.vmware) because they are deprecated. You must migrate all
configurations, discovery schedules, and catalog items to the post-Jakarta
Cloud Management plugin (com.snc.cloud.mgmt).
dashboards.
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.


Credentials Upgrading Connection information: The JDBC connection
[jdbc_connection] and JMS connection [orch_jms_ds] tables extend
from the Connection [sys_connection] table. They move from the
Orchestration run time plugin (com.snc.runbook_automation.runtime)
to the Centralized Connection and Credential plugin
(com.snc.core.automation.connection_credential). The upgrade process
obtains JDBC and JMS connection information and creates corresponding
connection aliases and assigns the alias to its corresponding connection.
Upgrading Credential tagging: The upgrade process migrates credential
tags to credential aliases. All credential tags in the Credentials table have
a corresponding credential alias, comprised of:
• Name: alias name
• Scope: global
• ID: alias name
The credential tag field type changes from string to GlideList in the
Credential table and the credential alias field refers to the created alias
records.


Customer Service Before you upgrade, read the information in KB0640006. Upgrading to
Management Kingston from any previous release also requires an upgrade to OpenFrame
version 1.0.2. Data migration: To use the new dashboards for existing case
records, you must perform a one-time data migration. The procedure
populates the new Case Report table. Perform the procedure during off-
hours. The process can take several hours, depending on data volume.
Note: The Case Report table includes three new calculated

metrics: Agent Reassignment Count, First Contact Resolution,
and Reopen Count, as described in Customer Service Manager
dashboard. To add the Case Report column to the Cases list,
navigate to Customer Service > Cases Customer ServiceCases
and add the Case Report field.
1. Navigate to System Definition > Schedule Job.

2. Open the CaseDataMigrationForCaseReports record and click Execute
Now.
3. When the process finishes, the instance generates a record in the
syslog table with the Message column populated with the text "Case
column migration completed".
Dashboards
dashboards

Review Dashboards upgrade information for information about responsive

canvas and dashboard versions of homepages. Responsive dashboards
are enabled by default on new instances. On upgrading instances,
responsive canvas must be enabled by an administrator.


Edge Encryption Upon an upgrade, the newly installed proxy has the same folder
name as the previous proxy folder name, and the previous
proxy folder is renamed. For example, the previous proxy folder
is renamed from EdgeProxy_16001 to backup.dist-
upgrade_20181204-144650461, and the new proxy folder is named
EdgeProxy_16001.
• Java is no longer included in the Edge Encryption proxy server
distribution. The host machine installing or running the Edge Encryption
proxy server must maintain a supported version of Java:
• Java 8 update 121 (8u121)
• Java 8 update 141 (8u141) and later
Note: Java 8 update 131 (8u131) is not supported. Before

installing the Edge Encryption proxy server, check that the
$JAVA_HOME variable is pointing to a supported version of Java
for each user that runs the proxy server. For example, if installing
the proxy server as a local administrator on Windows, check
that the $JAVA_HOME variable is pointing to the correct version
of Java system-wide. If installing on Linux, check that each user
that will run the proxy server has this variable correctly defined.
If a supported version of Java is not found, the proxy server will
not run.
• If using AES 256-bit encryption, copy the Java Cryptography Extension
(JCE) jurisdiction policy files into the system Java home directory of
each Edge Encryption proxy server host. Add these files to the <Java-
home-directory>/jre/lib/security folder before performing
a scheduled or manual upgrade. To install the 256-bit encryption policy
files, see Optionally enable AES 256-bit encryption.
• When you upgrade from previous releases, you may encounter an
issue during Edge Encryption proxy server upgrades because the proxy
has not yet been upgraded to handle newly introduced request and
response codes. During the proxy upgrade, a message like the following
may appear in the proxy logs:
Error:
2018-05-25 09:48:44,758 WARN Unexpected
response code 555 from the ServiceNow instance
"10.11.87.4:16001". Will try again in 5 seconds.
2018-05-25 09:48:44,784 ERROR Update stats
received error code : 555 : ServiceNow instance
is currently being upgraded
2018-05-25 09:48:49,862 WARN Unexpected
The solution is to restart the proxy and then retry the proxy upgrade.


deprecation.
When you upgrade from a previous release, six event type schedule entries
are available by default. You can choose to activate these event type
configurations to create schedule entries. You must deactivate any existing
Events configuration that overlaps with the newly created schedule entries.
For more information on configuring event types, see Configure the agent
calendar.
You can optimize the agent task routes for the current date. However, if the
SMTaskRouting script was modified in an earlier release, the agent route is
optimized, but it does not take the agent schedule and agent time off into
consideration. For more information on optimizing task routes, see Route
optimization.
Financial Management The upgrade instructions do not apply to Project Portfolio Planning (Portfolio
Budget Model) as it is automatically upgraded as part of the New York
upgrade. Financial Management is no longer dependent on its use of 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.

and Steps.
options.
GRC: Policy and The GRC: UCF Import (com.snc.ucf_import_add_on) plugin was
Compliance deprecated and replaced by the new GRC: Compliance UCF
Management (com.sn_comp_ucf) plugin.
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.


Guided Setup The new plugin that provides a new, process-centric version of guided
setup is introduced in this release. The ITSM Guided Setup plugin
(com.snc.guided_setup_metadata.itsm) is active by default for new
customers. Upgrading customers can activate the plugin to view the new
version of guided setup.
One or both versions appear as modules in the navigation pane or as links
on the System Administration homepage. They appear as ITSM Guided
Setup or ITSM Guided Setup (Old). ITSM Guided Setup (Old) takes you
to the guided setup created in the Helsinki and Istanbul releases. The
administrator can hide the version that you do not want to use.
Note: The plugin name, ITSM Guided Setup, is the same for both
old and new versions, but the plugin ID is different.
Guided Tour Designer The Guided Tour Designer was first introduced in the Jakarta release with
support for guided tours on the standard platform UI. For new instances
created in Jakarta and beyond, guided tours are active by default. For
instances originating from pre-Jakarta, guided tours are inactive by default.
See Enable guided tours to enable the feature on your instance.
With the New York release, you can also enable guided tours to run on
Service Portal pages. When you upgrade your instance to New York, the
following results occur.
• For instances that are new in New York, the Guided Tours for Service
Portal feature is active by default.
• For pre-New York instances that you upgrade to New York, the Guided
Tours for Service Portal feature is inactive by default.
• To run guided tours on Service Portal pages, ensure the
com.glide.guided_tours.enable and glide.sp.guided_tours.enable
properties are both set to True. See Enable guided tours to enable the
feature on your instance.


customers.
Service Portal.
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.
MetricBase Legacy triggers are available only to upgraded instances. New activations
of the MetricBase application do not include legacy triggers.


If an unsupported version of the Java Runtime Environment (JRE) is running
on a MID Server when the MID Server is upgraded, the upgrade process
replaces that JRE with the OpenJDK that is bundled with the MID Server
installer. If a supported JRE is running on the MID Server host, the upgraded
MID Server uses that Java version.
MID Server hosts for instances upgraded from London do not require
connection to the download site at install.service-now.com. The
auto-upgrade process for MID Servers in Madrid is handled through the
instance. However, upgrades from Kingston or earlier require that each
MID Server host machine have access to the download site. For additional
details about how MID Server upgrades are managed and where to look
for errors, see MID Server upgrade.
For additional information about MID Server upgrades, see:
the actual upgrade.
Servers manually.
• There is a new process for accessing the install.service-

now.com download site for MID Server upgrades. New ServiceNow®
instances handle all traffic from the download site, which
eliminates the need for MID Server host machines to connect with
install.service-now.com. However, instances upgraded to the
London release require their MID Servers to send their initial upgrade
requests through install.service-now.com. After the first
upgrade, MID Servers can send subsequent auto-upgrade requests
directly to the instance, when the mid.download.through.instance
system property is set to true. For details, see MID Server upgrades.
• The change to the Java Runtime Environment (JRE) installation
procedure for new MID Servers does not affect upgrades of existing MID
Servers. These MID Servers receive the supported JRE version when they
upgrade.
• For additional information about MID Server upgrades, see:
monitor tests the MID Server's ability to upgrade on your system
before the actual upgrade.
• Upgrade the MID Server manually: Describes how to upgrade your
MID Servers manually.


app configuration.
York mobile.
Notifications This release introduces a new Email Client Configuration feature and a
Connection Security option on the Email Account form for choosing the
secure connection for your email server. These features are enabled in new
and upgraded instances. When you upgrade to this release, the following
items are migrated if you previously set them in your instance:
• The secure connection mode that you selected for your email server in
the Email Account form (Enable TLS and Enable SSL fields).
• The email client property settings for controlling:
• Email address autocomplete
(glide.ui.email_client.autocomplete.group)
• From and Reply To email addresses displayed in the email client
(glide.ui.email_client.from and glide.ui.email_client.reply_to)
• Email address recipient qualifiers
(glide.ui.email_client.email_adresss.disambiguator and
glide.ui.email_client.email_address.disambiguator_search)
The email client property settings are preserved in a default

email client configuration created during upgrade. You can view
the default configuration in the new Email Client Configuration
[sys_email_client_configuration] table.
These email client properties are also deprecated in this release
because these features can be set using email client configurations.
If you want to enable randomized watermarks in email notifications

for upgraded instances, activate the Random Watermark Support
plugin (com.glide.email.random_watermark). This plugin includes
system properties for managing a watermark transition period, during
which the system recognizes both randomized watermarks and non-
randomized watermarks in emails created before upgrading. For details,
see Notifications upgrade information.


Notify The legacy Notify-Twilio driver (com.snc.notify.twilio) plugin is now being
replaced by a Notify-Twilio Direct driver (com.snc.notify.twilio_direct). A
Migrate Now button for one-click migration from the legacy driver to the
new Notify-Twilio Direct driver is provided.
The Notify core plugin now provides JS Telephony Driver support that
enables you to code your own integrations in JavaScript by using the
platform capability of JS Extension Point.
In prior releases, the Notify-Twilio Driver (com.snc.notify.twilio) enabled
voice and SMS services provided by Twilio. This driver has been replaced
by the Notify-Twilio Direct Driver (com.snc.notify.twilio_direct). Both the
drivers work simultaneously provided they are configured with two separate
accounts.
The migration to the new driver has the following impact.
1. Notify participant records will remain inactive until a participant joins a
conference. Previously, they were set to active by default.
2. If you are using the previous driver, the participant record is activated
after a minor delay.
Note: New customers will have access only to the new Notify-Twilio
Direct driver plugin.
If the Legacy Notify plugin (com.snc.notifynow) is activated on the

instance:
• The Legacy Notify plugin and the Notify plugin (com.snc.notify) can
coexist and work independently because they use different tables,
properties, and API namespaces. You must also use two different Twilio
accounts for both plugins to work.
• The Legacy Notify plugin and the Notify plugin (com.snc.notify) can
be simultaneously instantiated on the same instance. However, the
applications must be configured with different Twilio accounts or sub-
accounts.
• Notify account setup can be configured for a single number within an
account (Legacy Notify) or for multiple numbers (Notify).
• Conference call flow is hard-coded in Legacy Notify. Notify uses a
workflow-driven conference call approach.
• Legacy Notify and Notify use independent properties and schemas.
• Legacy Notify modules are moved to the Notify menu in the application
navigator.
• Notify includes the notifynow_admin user role.
• Updates the Category field for all workflow activity to display Legacy
Notify rather thanNotifyNow.
If the Incident Alert Management plugin (com.snc.iam) is activated on the

instance:
• And Notify is activated for the first time, the appropriate scripts are
installed for Notify integration.
• And Legacy Notify has been previously configured with Incident
Alert Management and the Notify plugin is activated, Incident Alert
Management continues to use Legacy Notify properties.
• To switch to the Notify plugin, configure the Twilio account and upgrade
the Incident Alert Management plugin.
If the On-Call Scheduling plugin (com.snc.on_call_rotation) is activated on

the instance, the appropriate files related to On-Call Scheduling and Notify
are installed.


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.
stopped.
time.
completes:
After upgrading to New York, the default Event Management binding

workflow which binds nodes to host CIs, is disabled for metric events. If you
relied on this binding before the upgrade, then to allow host binding for
metric events after upgrade, explicitly create a host binding event rule as
described in Create an event rule to bind metric events to host CIs.


by default.
process.

Platform feature – upgraded by default.
Note: The Password Reset application is not available during

upgrade.
(Renamed from upgrades.
Agent Intelligence to
Predictive Intelligence in
New York)


Management
new Idea Portal .
follows:
execution type.
execution type.
Two new dashboards have been added with the new Performance
Analytics – Content Pack – Project Portfolio Suite with Financials
(com.snc.pa.pmo_dashboards) plugin. If you are upgrading and you
activate the new plugin, two new navigation links are available in PPM:
• Portfolio dashboard
• Program dashboard
The following pre-New York navigation links are still available after
upgrading. Review the existing and the new dashboards and deactivate
the older ones if required.
• Portfolio manager dashboard
• Program manager dashboard
• PMO dashboard
• Planning Console: If you are upgrading, the Client side planning

console functionality for project scheduling is disabled. To enable the
functionality, you must:
1. Set the project property Enable firing of Business Rules on save from
Planning Console to false, if it was set to true before upgrade.
2. Set the Enable Client Side Planning check box to true.
Note:
If you do not have any custom business rules on the fields listed
below, mark Fire BR on Save to false for these fields in planning
console column configuration:
• State
• Percent Complete
• Actual start date
© 2019 ServiceNow, Inc. All rights reserved. • Actual end date
• Resource Management: Changes made to allocated hours now


Project Portfolio Suite • After you upgrade the instance, the default value of the Retain start on
with Financials constraint on tasks after adding relations property is now set to true and
cannot be changed back to false. As a result, the upgraded instances
that had the property set to false can experience a change in behavior
of time constraint when a relation is added to a task. After relations are
added to a task, the start date of the task is not affected.
• A default flow formatter has been enabled in the Project form in the
Kingston release. If you have configured flow formatter before upgrade
to Kingston, you need to revisit the configuration. You can disable
the stages either from the existing custom formatter or from the newly
added formatter as needed.
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 differently
than reports generated on the client side.
Schedules Domain separation functionality is introduced for schedules.

Security Incident Application administration Application administration Application
Response administration is enabled for Security Incident Response by default. If you
are upgrading from a version earlier than Jakarta, verify whether you have
added custom tables to Security Incident Response. If so, and your custom
tables rely on global ACLs, you may need to recreate those global ACLs
in the Security Incident Response scope after the upgrade. If you added
custom roles or custom ACLs, retest them after the upgrade and ensure
the assignable by attribute on the roles is set correctly to allow access to
application administration.
After you upgrade, but prior to configuring the Splunk - Incident
Enrichment integration or any other integrations that support sighting
search (for example, Elasticsearch, HPE ArcSight, McAfee ESM, and IBM
QRadar), please contact ServiceNow support to manually activate the
com.snc.core.automation.api plugin. The configuration will not function
properly if this action is not taken.
If you are upgrading directly from Jakarta or Kingston to this release
(skipping the London release), navigate to System Definition > Fix Scripts,
and run the Update integrations to multi domain fix script to allow certain
integrations to have multiple configurations defined. For example, if you
have multiple Splunk instances, you can create connections and queries
that run sighting searches across multiple Splunk instances. After the fix
script has run, return to System Definition > Fix Scripts and deactivate the
fix script. It is important that the script is not allowed to run more than one
time.
Service Catalog Before upgrading, you should be aware of changes that were made to the
underlying Service Catalog data model. These changes affect the way
that you implement multiple service catalogs. For details, see Upgrade to
multiple service catalogs. If you are upgrading from a version prior to the
Fuji release, see Migrate cart layouts.


commitment.
Service Mapping After you upgrade from a previous release, complete the following tasks:
• Make sure that discovery errors are categorized by rediscovering CIs
that were discovered before the upgrade with errors. For details, see .
• Make sure that discovery errors hidden before the upgrade do not
reappear in business maps. To resolve these errors, rediscover all CIs
using the All Applications schedule.


and suggestions.
• In new instances, search facets are enabled by default. If upgrading

from a previous release, enable search facets by activating a record in
the Page Route Maps [sp_page_route_map] table. See Enable search
facets.
• Validate user input in a specific field type using a validation script.
In new instances, Service Portal includes XML, Script, Script (Plain),
Email, and Version validation scripts by default. If upgrading from a
previous release, the Mobile and Service Portal version is not active by
default. You must activate the Mobile and Service Portal version of the
validation script to validate user input in the Service Portal. See Activate
Service Portal validation scripts.
• In new instances, guided tours in Service Portal are enabled by
default. If upgrading from a previous release, you must enable the
com.snc.guided_tours.sp.enable system property to create a guided
tour in Service Portal. See Activate guided tours for Service Portal.
• Announcements are active on new instances. To activate
announcements after upgrade, activate the Service Portal
Announcements plugin (com.glide.service-portal.announcements).
• The Font Awesome library has been upgraded to version 4.7 and
includes new icon names and syntax changes. If your Service Portal
implementation includes custom use of the Font Awesome library, you
may need to update icon names in your custom widgets. For more
information, see the Font Awesome GitHub upgrade guide.


customizations.


information.
Subscription A fix job runs during the upgrade and creates an inventory of all global and
Management scoped custom tables that currently exist in your production instance. A
scheduled job runs after the completion of the upgrade and creates an
inventory of the number of custom tables that each user can access.
UI When you upgrade to this release, your instance is updated with the new
ServiceNow branding. Any customizations you have made to the system
theme are not updated. You can revert to the previous theme by changing
the system defaults in the Basic Configuration UI16 module. For more
information on switching the system defaults, see Configure logo, colors,
and system defaults for UI16.
UI15 is not affected by these changes, with the exception of the icon that
appears on the browser tab. You can update the icon by changing the
value for the glide.product.icon system property.
• UI11 is no longer available. Use UI15 or UI16 instead.
• Pop-up forms are no longer available.
• The List v3 plugin is no longer available for new deployments.


pages.
• Migrating Virtual Agent topics: Conversation topics created in the

London release are fully supported in this release and are not changed
during upgrade. After upgrade, you can update your topics, for
example, to use new features such as the no-code controls available in
Virtual Agent Designer.
• Using Slack Enterprise Grid after upgrading:
• If you have Slack Enterprise Grid workspaces, your end users can
move between those workspaces and use the Virtual Agent bot
from any workspace.
• Your end users must relink their ServiceNow accounts to the Virtual
Agent messaging integration for Slack.
• If you upgrade to Slack Enterprise Grid after upgrading to this
release, an upgrade script runs automatically to complete the
upgrade for the Slack messaging integration.


Store.
administration.
Note:

replaced it.



Walk-up Experience Before upgrading, be aware that the following feature changes can affect
your customizations:
• Your online check-in, as well as the onsite queue and onsite check-in
interfaces are updated to reflect the new data model and features.
• Reports using Queue for grouping should use Location due to a change
in the Interaction [interaction] table. Filtering is done based on Channel
instead of Type.
• Notifications may no longer trigger due to State changes in interactions,
such as the On Hold state. Reevaluate your custom notification
conditions.
• Business rules and other logic running on fields that are deprecated, for
example, Queue on the Interactions form.
Changes to plugins from Kingston to New York

Before you upgrade from Kingston to New York, read the release notes for information about new
plugins and existing plugins that were deprecated, renamed, or changed in some way.
New York plugin changes
Plugin Status Description Details

Agent Intelligence Renamed
to Predictive
[com.glide.platform_ml]
Intelligence inNew
York).
Agent Intelligence Reports Renamed
to Predictive
[com.glide.platform_ml_pa]
Intelligence Reports
inNew York).
Agile Development 1.0 Planned for This plugin has been
deprecation in Paris. replaced by Agile
[com.snc.sdlc.scrum.pp]
Development 2.0 for
all new users. Existing
users can continue
to upgrade and use
this plugin. Agile
Development 2.0
provides enhanced
functionality
on top of Agile
Development
plugin. Please refer
to documentation
for details.


Agile Development Unified New in New York. Include any tasks
Backlog into your agile
workflow. Work with
[com.snc.sdlc.agile.multi_task]
problems, incident
tasks, enhancement
requests and other
ServiceNow tasks
just like you do with
stories.
Amazon Web Services Deprecated and Provided Integration Replaced
non-supported. with Amazon by Cloud API
[com.snc.aws]
Web Services - [com.snc.cloud.api].
CloudFormation,
EC2
Application Portfolio New in New York. Access
analytics metrics
[com.snc.pa.apm.problem]
of business
applications
associated
with Problem
management.
Automated Test Framework New in New York.
Automated Testing
Service Catalog Service Portal Framework for
Service Catalog
com.glide.automated_testing_impl.service_catalog_portal
widgets in Service
Portal test step
configuration.
Case Digests New in New York. Enables users to
send case status
[com.sn_csm_case_digest]
updates and root
cause analysis
to customers
and key internal
stakeholders.
Chef Activities Deprecated in New
York.
[com.snc.orchestration.activities.chef]
Change Management - Change New in New York. Activate to view the

Schedule Change Schedules
page.
[com.snc.change_management.soc]
Cloud Management Plugin requires

a separate
[com.snc.cloud.mgmt]
subscription.
CMDB-ATF Tests New in New York. Provides the CMDB
Automated Test
[com.snc.cmdb.atf]
Framework (ATF)
tests.
CMPv1 Planned for
deprecation in Paris.
[com.snc.runbook_automation.vmware],
[com.snc.aws], [com.sn.azure]


CMS User Interface - Service Maintenance mode All Content
Management Core only. Management
System items
[com.snc.service_management.core.cms]
(blocks, pages,
and menus) used
to reference core
IT self-service
applications are
packaged in this
plugin. It is also the
core foundation
for all Service
Management
applications.
Content Management Maintenance mode
only.
[com.glide.cms]
Content Management Extended Maintenance mode An extension

Types only. to Content
Management that
[com.glide.cms.types]
adds iFrames and
Flash frames.
You must request
the Content
Management
System (CMS)
application from
ServiceNow
personnel. Instead
of activating CMS,
use Service Portal for
new development.
Service Portal is
an alternative to
CMS with a refined
user experience,
and is active by
default in the base
system. See Service
Portal and Content
Management and
Service Portal.
Content Management IFrame Maintenance mode

Type only.
[com.glide.cms.type.iframe]
Content Management Flash Type Maintenance mode

only.
[com.glide.cms.type.flash]
CSM Extension for Proxy Contacts New in New York. Enables users who
are internal to an
[com.snc.csm_proxy_contacts]
organization to
be the proxy case
contact on behalf
of customers.


Customer Service Install Base New in New York. Enables customers
Management to capture the
current state of a
[com.snc.install_base]
customer's install
base and establish
the relationship to
any downstream
entities that might
impact their
functioning.
Customer Service Mobile New in New York. Enables the mobile
user interface for
[com.sn_csm_mobile]
Customer Service
Management.
Customer Service NLU Model for (New in New York). Enables CSM
Virtual Agent Conversations Virtual Agent
conversations.
[com.sn_csm.nlu]
Discovery API New in New York. This plugin provides

Discovery APIs
[com.snc.discovery.api]
for scoped
applications.
Document Viewer Enables you to
view documents
directly within the
platform rather than
downloading them
to their own file
system
Dynamic Translation (New inNew York). Adds ability to
translate the given
[com.glide.dynamic_translation]
text from source
language to target
language using
external machine
translation providers.
Embedded Help Embedded help
is only available
[com.glide.embedded_help]
in UI16. It is not
compatible with
UI15.
Email Access Restriction New in New York. Allows email
[sys_email] table
[com.glide.email_access_restriction]
ACL conditional
overrides to restrict
access to email
records.


Employee Document Changed in New Enables you
Management York. to manage Note:
large numbers To use
[com.sn_employee_document_management] Employee
of employee
documents Document
efficiently. Provides Management,
storage space and the Human
a filing system that Resources
allows you to easily Scoped
retrieve documents, App: Core
as well as define plugin must
who can view be licensed
sensitive documents, and
and when to purge activated.
documents.
Employee Service Center Changed in New Activates a portal
York. framework that Warning:
[com.sn_hr_service_portal] Be sure that
allows administrators
to build a mobile- you do not
friendly self service have plugin
experience for users. Human
Resources
Activation of Application:
this plugin on Core
production activated.
instances may This plugin
require a separate is a new HR
license. Contact application
ServiceNow for that
details. duplicates
some
functionality
in Human
Resources
Application:
Core. If you
have any
questions
about this
plugin,
contact
your
ServiceNow
account
manager.
E-Signature New in New York. Allows for the

electronic signing
[com.snc.esign]
of documents on
both desktop and
mobile. Signatories
can sign with their
credentials, as an
acknowledgment,
or as a typed or
drawn e-signature.


ESS Portal (implemented within Maintenance mode ESS portal content
Content Management) only. management
application. Demo
[com.glide.cms.extensions]
data includes
the actual ESS
portal.You must
request the Content
Management
System (CMS)
application from
ServiceNow
personnel. Instead
of activating CMS,
new development.
Service Portal is
an alternative to
CMS with a refined
user experience,
and is active by
default in the base
system. See Service
Portal and Content
Management and
Service Portal.
Event Management Mobile New in New York. Content Of Event
Interface Content Management
Mobile Interface
[com.em-mobile-app]
Content.
Enterprise Release Management New in New York. Enables you to
manage enterprise
[com.snc.enterprise_release_management]
releases, product
releases, and
deployment
process.
Facilities Move Management Maintenance mode
only.
[com.snc.facilities_service_automation.move]
Facilities Service Management Maintenance mode

CMS Portal only.
[com.snc.facilities_service_automation.cms]
Facilities Service Management Deprecated and Provided a floor

Floor Plan Viewer non-supported. plan view as part
of Facilities Service
[com.snc.facilities_service_automation.fpv]
Management. The
floor plan view has
been replaced by
interactive facility
maps.
Facilities Visualization Workbench Planned for
deprecation in New
[com.snc.facilities_service_automation.fvw]
York.


Field Service Map New in New York. Displays the
dispatch map for
[com.snc.fsm_map]
viewing agents,
tasks, and agent
routes.
Field Service Management CMS Maintenance mode Lets you launch Field
Portal only. Service Automation
and other service
[com.snc.work_management.cms]
management
applications from a
single CMS page.
Finance Service Management Maintenance mode Lets you launch
CMS Portal only. Finance Service
Automation and
[com.snc.finance_service_automation.cms]
other service
management
applications from
a single CMS
page. Activation
of this plugin
on production
instances may
require a separate
license. Contact
ServiceNow for
details.
Financial Management For APM New in New York. Enables integration
Financial
[com.snc.financial_management_for_apm]
Management with
Application Portfolio
Management
providing
preconfigured Cost
Models.Activation
of this plugin
on production
instances may
have licensing
implications.
Contact your
ServiceNow
account team for
details.


Financial Management for SPM New in New York. Enables integration
of Financial
[com.snc.financial_management_for_spm]
Management with
Service Portfolio
Management
providing
preconfigured Cost
Models. Activation
of this plugin
on production
instances may
have licensing
implications.
Contact your
ServiceNow
account team for
details.
GRC:Mobile New in New York. There are two GRC
core applications
[com.sn_grc_mobile]
that are viewed on
the GRC Mobile
app: Policy and
Compliance
Management and
Risk Management.
There are two GRC
core applications
that are viewed on
the GRC Mobile
app: Policy and
Compliance
Management and
Risk Management.


GRC: Risk Advanced New in New York. As a decision-maker,
Management at any level of
the business, you
[com.sn_risk_advanced]
can view up-to-
date information
regarding your
organization's
risk posture. Link
intermediate risk
statements to
risks, as well as
enterprise-level risk
statements. Your risk
management team
can provide a rollup
of risk statements
and scores from
the most granular
risk to the highest
enterprise-level
risk statement.
Additionally, as
a risk manager,
you can monitor
risk events, relate
them to existing risks,
perform root-cause
analysis, and track
all remediation tasks.
Guided Application Creator New in New York. Enables users to set
up custom business
[com.glide.sn-guided-app-
applications that
creator]
are immediately
ready to use.
HR Workday Integration Deprecated and
non-supported.
[com.sn_hr_wday]
Human Resources Application: Maintenance mode Provides case

Core CMS only. and knowledge
management for
[com.snc.hr.core.cms]
HR. Standardizes
the documentation,
interaction, and
fulfillment of
employee inquires
and requests while
having visibility
into the quantity
and type of cases
coming in.


Human Resources Scoped App: Changed in New Activates the
Lifecycle Events York. Enterprise
Onboarding and
[com.sn_hr_lifecycle_events]
Transitions module.
Combined with
other licensed
applications,
provides a full-
service, employee
journeys experience
such as onboarding
or parental leave
of absence for
employees and
those managing the
process.
Human Resources Scoped App: New in New York. Activates the Mobile
Mobile module for HR.
Combined with
[com.sn_hr_mobile]
Mobile Employee
Experience Native
Application plugin,
items related to HR
will be shown in
the native mobile
application.
Human Resources Scoped App: New in New York. Enable your new
Mobile Employee Onboarding hires to complete
onboarding to-
[com.sn_hr_onboarding]
dos, ask questions,
and view relevant
content using
the new Mobile
Onboarding
application.
Human Resources Scoped App: New in New York. Activates the
Parental Journey Employee Journey Note: To
for Parental Leave use Parental
[com.sn_hr_parental_journey] Leave of
of Absence.
Combined with Absence,
other licensed the Human
applications, Resources
provides a full- Scoped
service, parental App: Core
leave of absence and Human
experience for Resources
employees and Scoped
those managing the App:
process. Lifecycle
Events
plugins must
be licensed
and
activated.


Human Resources Scoped App: Changed in New Activates a
Virtual Agent Conversations York. conversational Note: To
bot platform for use Virtual
[com.sn_hr_virtual_agent] Agent for
providing user
assistance through HR, the
conversations Human
within a messaging Resources
interface for HR. Scoped
App: Core
and the
Glide Virtual
Agent
plugins must
be licensed
and
activated.
Human Resources Scoped App: New (but with Activates a

Workspace limited access) in configurable service Note: To
New York. desk application use Agent
[com.sn_hr_agent_workspace] Workspace
that provides
agents with an for HR, the
integrated and Human
graphically intuitive Resources
user experience for Scoped
HR. App: Core
plugin must
be licensed
and
activated.
IBM Watson Translator Service New in New York. Using IBM translation
Spoke services, it adds
ability to translate
[com.glide.ibm_translation_spoke]
text from one
language to
another and detect
the language of
text.
Incident Alert Management Changed in Madrid. Renamed
to Incident
[com.snc.iam]
Communication
Management.
Incident Management - ATF Tests New in New York. Provides Incident
Management ATF
[com.snc.incident.atf]
Tests.
Innovation Management New in New York. Idea Management
application enables
[com.snc.innovation_management]
idea managers to
manage ideas at
organization level.
Interaction Logging, Routing, and New in New York. Interaction Logging,
Queueing Routing, and
Queueing.
[com.glide.interaction]


Investment Planning New in New York. Enables continuous
and flexible
[com.snc.investment_planning]
investment planning
for the funding
entities based on
their priorities and
strategic objectives.
It provides the
options of top-
down and bottom-
up funding and
defunding an entity.
Investment Planning for PPM New in New York. Enables continuous
and flexible
[com.snc.investment_planning_pmo]
investment planning
for PPM funding
entities based on
It provides the
options of top-
down and bottom-
up funding and
IT Asset Management Mobile New in New York. Inventory manager
can receive and
[com.sn_itam_mobile]
create assets at the
dock.
ITSM NLU Model for Virtual Agent New in New York. This plugin contains
Conversations NLU models used
in the VA topics for
[com.snc.itsm.nlu]
ITSM related use
cases.
ITSM Roles - Change New in New York. This plugin is
Management included with the
ITSM Roles plugin.
[com.snc.itsm.roles.change_management]
This plugin adds the
sn_change_read
and
sn_change_write
roles. It also updates
the existing security
model for Change
Management to
factor these new
roles.


ITSM Roles - Incident Management New in New York. This plugin is
included with the
[com.snc.itsm.roles.incident_management]
ITSM Roles plugin.This
plugin adds the
sn_incident_read
and
sn_incident_write
model for Incident
Management to
factor these new
roles.
ITSM Roles - Problem New in New York. This plugin is loaded
Management with the ITSM Roles
plugin.
[com.snc.itsm.roles.problem_management]
ITSM Roles - Request Management New in New York. This plugin adds
(do not activate, see plugin sn_request_read
description) and
sn_request_wirte.
[com.snc.itsm.roles.request_management]
It also updates the
existing security
model for Request
Management to
factor these new
roles.
ITSM Workspace Landing Pages New in New York. Delivers ITSM Agent
Workspace Landing
[com.snc.agent_workspace.itsm.landing_page]
Pages - basic
version.
ITSM Workspace Landing Pages – New inNew York.
Delivers ITSM Agent
Premium Workspace Landing
Pages - premium
[com.snc.agent_workspace.itsm.landing_page_premium]
version.
JDBC Step for ServiceNow New inNew York. Activates the
IntegrationHub JDBC step in
Flow Designer,
[com.glide.hub.action_step.jdbc]
enabling you to
create a reusable
action to send SQL
commands to a
relational database.
KCS Integration for Incident New inNew York. Provides integration
Management of Incident
Management with
[com.snc.incident.knowledge]
the Advanced
Knowledge
Management
features.


Knowledge Management Core New in New York. Installs the core
Knowledge
[com.glideapp.knowledge]
Management items
used to enable
other knowledge-
related plugins
to work, such
as Knowledge
V3, Knowledge
Advanced, and
Knowledge Service
Portal. It is active by
default.
Knowledge Management - New in New York. This is a
Mobile Requestor maintenance
plugin used to
[com.glideapp.knowledge.mobile_requestor]
activate Knowledge
Management
Mobile Requestor
features.
Knowledge Management V2 Planned for Activate this plugin
deprecation in to enable support
[com.glideapp.knowledge2]
Orlando. for Knowledge
articles.
Legacy Notify Deprecated in New Enables bi- Replaced by Notify
York. directional [com.snc.notify].
[com.snc.notifynow]
notifications over
For more
SMS, voice, and
information about
conference bridges.
the changes
that happen
automatically when
migrating to Notify
from Legacy Notify,
see Migrating from
Legacy Notify..
Legal Service Management CMS Maintenance mode Lets you launch

Portal only. Legal Service
Automation and
[com.snc.legal_service_automation.cms]
other service
management
applications from
a single CMS
page. Activation
of this plugin
on production
instances may
require a separate
license. Contact
ServiceNow for
details
Legacy Survey Deprecated in New
York.
[com.snc.bestpractice.task_survey
com.glideapp.survey
com.snc.assessment
com.glideapp.survey_wizard]


Link Generator Changed in New Activates the Link
York. Generator that
[com.snc.linkgenerator]
allows you to create
deep links on an
HR form to access
information outside
the application. You
can generate URLs
to manage content,
knowledge articles,
and catalogs
or access social
media or fulfillment
requests.
List v3 components No longer available List v3 Components
for deployments. (including REST
[com.glide.ui.list_v3_components]
Contact endpoints,
ServiceNow Support directives, and
for assistance. templates)
Marketing Service Management Maintenance mode Lets you launch
CMS Portal only. Marketing Service
Automation and
[com.snc.marketing_service_automation.cms]
other service
management
applications from
a single CMS
page. Activation
of this plugin
on production
instances may
require a separate
license. Contact
ServiceNow for
details.
Major Issue Management New in New York. Enables customer
communication for
[com.sn_majorissue_mgt]
issues that impact a
wider audience.
Microsoft AzureTranslation Spoke New in New York. Using Microsoft
translation services,
[com.glide.microsoft_translation_spoke]
it adds ability to
translate text from
one language to
another and detect
the language of text


Mobile Employee My Assets New in New York. This plugin contains
the configuration
[com.glide.mobile-
and records to
employee.myassets]
create the my assets
view that are used
in Mobile Employee
Experience native
application. Do not
activate this plugin
directly. Activating
com.glide.mobile-
employee will
for you.
Modules IT Deprecated in New
York.
[com.snc.pa.hr_core]
[com.snc.pa.hr.context_sensitive_analytics]
[com.snc.hr.pa]
NLU Model Builder New in New York. Core NLU.

[com.snc.nlu_studio]
NLU Model Builder - Core New in New York.

[com.glide.nlu]
Notify Twilio Driver Planned for

[com.snc.notify.twilio]
Okta Planned for

deprecation in
[com.snc.sso.okta]
Madrid.
Operational Intelligence - WS New in New York. Operational • Not available
Scoped App Intelligence - for new
Workspace Scoped deployments.
[com.oi-scoped-app]
App for different • Activation:
user interfaces. Requires
ServiceNow
personnel
support.
Operator Workspace New in New York. Provides the

Workspace Agent
[com.itom-noc-app]
UI for the Event
Management
feature of ITOM
Health.
Performance Analytics – Content New in New York. Application Portfolio
Pack – Application Portfolio Management
Management dashboards
developed using
[com.snc.pa.apm]
Performance
analytics premium.


Performance Analytics – Content New in New York. Provides
Pack – Application Portfolio integration of
Management and Change Application Portfolio
Management Management
[com.snc.pa.apm.change_request] with Change
Management
which enables to
have performance
analytics
dashboards
of business
applications
associated with
Change requests.
Activation of
this plugin on
production
instances may
have licensing
implications.
Contact your
ServiceNow
account team for
details.
Performance Analytics - Changed in New Provides

Content Pack - Human York. Performance
Resources Employee Document Analytics reports
Management Scoped App and dashboards
for Employee
[com.sn_hr_employee_files_pa]
Document
Management.
Performance Analytics - Content Changed in New Enables you to
Pack - Human Resources Lifecycle York. define and track
Events Scoped App key performance
indicators (KPIs)
[com.sn_hr_lifecycle_pa]
for Enterprise
Onboarding and
Transitions and show
these in scorecards
and dashboards.
Activation of
this plugin on
production
will require a
PA Premium
license. Contact
ServiceNow for
details.


Pack - Human Resources Scoped York. define and track
App key performance
indicators (KPIs)
[com.sn_hr_pa]
for HR and show
these in scorecards
and dashboards.
Activation of
this plugin on
production
will require a
PA Premium
license. Contact
ServiceNow for
details.
Portfolio Management New inNew York. The Portfolio
Management
[com.snc.portfolio_management]
plugin.
PPM Mobile New inNew York. This plugin provides
Project Portfolio
[com.sn_ppm.mobile]
Suite Mobile user
experience. This
provides access
to project status
and project status
report in the agent
mobile application.
Project Portfolio
Suite with Financials
is required. But if it is
not active, installing
PPM Mobile also
activates PPS with
Financials plugin.
Predictive Intelligence New inNew York. This is the new
name for the Agent
Intelligence plugin.
Predictive Intelligence - Enhanced New inNew York. This plugin enhances
UI the UI for Predictive
Intelligence.
[com.snc.ml_ui]
Predictive Intelligence for New inNew York. Enables customers

Knowledge Management to leverage
machine-learning
[com.snc.knowledge_ml]
algorithms
for searching
related articles
in Knowledge
Management.
Activation of
this plugin on
production
instances may
require a separate
license. Contact
ServiceNow for
details


Predictive Intelligence Reports New name for
Agent Intelligence
Reports inNew York.
Proactive Customer Service New in New York. Enables customers
Operations to create cases
proactively from
[com.snc.proactive_cs_ops]
alerts either
manually or
through automation
and track the
accounts and the
corresponding install
base items affected
by the alert.
Problem Management — ATF Tests New in New York. Delivers ATF
tests for Problem
[com.snc.problem.atf]
Management.
Project Portfolio Management New in New York. Enables you to
manage your
[com.snc.financial_planning_pmo]
demands, resources,
portfolios and
projects, and gives
full visibility from idea
to execution. Agile
management and
test management
help you to improve
productivity and
service delivery.
Proxy Agent for connecting to New in New York. The base NLU
Natural Language Understanding proxy agent for
providers connecting to NLU
providers. Intended
[com.glide.nlu.proxy]
for use by Virtual
Agent and other
clients.
Proxy Agent to the ServiceNow New in New York. Proxy agent for
Natural Language Understanding connecting to
server ServiceNow's NLU
server for NLU intent
[com.glide.nlu.intent.discovery]
discovery. Intended
for use by Virtual
Agent and other
clients.
Puppet Activities Deprecated in New
York.
[com.snc.orchestration.activities.puppet]
Quick Actions New in New York. Enables slash

commands in Agent
[com.glide.quickactions]
Workspace chat.
Read only roles for Application New in New York. The plugin provides
Portfolio Management read only roles for
[com.snc.apm_read_roles]
Management.


Read only roles for Project Portfolio New in New York. Read only roles for
Suite with Financials Project Portfolio
Suite with Financials.
[com.snc.pmo_read_roles]
Scaled Agile Framework New in New York. Use SAFe to apply

lean and agile
[com.snc.sdlc.safe]
principles to your
organization.
Scoped Application Restricted New in New York. Allow scoped
Caller Access applications to
restrict access to
[com.glide.scope.access.restricted_caller]
public tables and
script includes.
Script Execution Context New in New York. Provides virtual
closure mechanism.
[com.snc.sn_context]
Security Incident Response Mobile New in New York. As a security

operations center
[com.sn_sir_mobile]
(SOC) manager
or a user with the
Now Platform
security analyst
role (sn_si.analyst),
you can log in to
a Now Platform
instance directly
from your Android or
iOS mobile device.
With the Security
Incident Response
Mobile app, you
can view, edit, and
assign your most
current and critical
SIR security incidents
and response tasks.
Notifications inform
you when critical
security incidents
assigned to you
arrive.
Sentiment Analysis New in New York. This plugin is used for
Sentiment Analysis.
com.snc.sentiment_analysis
Service Catalog CMS Extension Maintenance mode Provides the ability

only. to define the
[com.glideapp.servicecatalog.cms]
catalog experience
within CMS.


Service Catalog Mobile Employee New in New York. This plugin contains
the configuration,
[com.glideapp.servicecatalog.mobile-
records and
employee]
catalog webviews
that are used in
Mobile Employee
Experience native
application. Do not
com.glide.mobile-
employee will
for you.
Service Catalog My Request for New in New York. This plugin contains
Mobile the configuration,
records that
are used in
request-filter]
Mobile native
application for My
Request. Do not
com.glide.mobile-
employee will
for you.
ServiceNow IntegrationHub Action New inNew York. Activates Data
Template - Data Streaming Stream actions
in Flow Designer,
[com.glide.hub.action_type.datastream]
enabling you to
send REST or SOAP
requests from Flow
Designer to APIs that
return a stream of
response data larger
than 10 MB. Parse
stream data into a
series of complex
object outputs and
use the data pills in
other actions in a
flow.
ServiceNow IntegrationHub Planned for Flow Designer
Content deprecation in New actions to integrate
York. with Slack, HipChat,
[com.glide.hub.integration.content]
Microsoft AD,
Microsoft Azure,
Microsoft Teams,
and ServiceNow
eBonding.


ServiceNow IntegrationHub Planned for Plugins necessary
Installer for Orchestration deprecation in New to design base
York. system integrations
[counter-revolutionaries]
in Flow Designer.
Includes ServiceNow
IntegrationHub
Content and
Runtime plugins.
ServiceNow IntegrationHub Planned for Plugin necessary
Runtime deprecation in New to install core
York. Flow Designer
[com.glide.hub.integration.runtime]
functionality. This
plugin does not
install any spokes.
After installing this
plugin, individually
install the desired
spokes.
ServiceNow IntegrationHub New in New York. Installs
Enterprise Pack Installer IntegrationHub
enterprise pack to
[com.glide.hub.integrations.professional]
automate human
resources, customer
relationship
management,
enterprise resource
planning, and
more. Includes
IntegrationHub
professional pack,
Microsoft SCCM
spoke, and Data
Stream actions.
Professional Pack Installer IntegrationHub
professional
pack plugins
to automate IT
operations. Includes
IntegrationHub
standard pack,
Microsoft AD spoke,
Microsoft Azure AD
spoke, and SSH and
Powershell steps.
ServiceNow IntegrationHub New in New York) Installs
Standard Pack Installer IntegrationHub
standard pack
[com.glide.hub.integrations.standard]
plugins to automate
developer
IntegrationHub
starter pack, and
JDBC and XML
parser steps.


ServiceNow IntegrationHub Starter (New in New York) Installs
Pack Installer IntegrationHub
starter pack plugins
[com.glide.hub.integrations.starter]
to build your
own integrations.
Includes HipChat
spoke, Microsoft
Teams spoke,
Slack spoke,
Slack webhooks
spoke, eBonding
spoke, legacy
IntegrationHub
usage dashboard,
and REST and SOAP
steps.
Service Portal Agent Chat New in New York. This plugin brings
Agent Chat to
[com.glide.service-portal.agent-
Service Portal.
chat]
Service Portal for Enterprise New in New York. Provides a default

Service Management service portal with
easy configuration
[com.glide.service-portal.esm]
and designer. End
user resources
include Knowledge
Base, Service
Catalog, Services
Status, and Social
Q&A.
Service Portfolio Management New in New York. This plugin contains
Core core functionality
for Service Portfolio
[com.snc.service_portfolio_core]
Management
available out of the
box by default.
Service Portfolio Management New in New York. Collects service
Estimated Spend offering cost and
allows for selection
[com.snc.spm.spend]
between local
model and Financial
Management
model.
Service Portfolio Management New in New York. Allows commitments
SLA Commitments to be defined by
an SLA, so that
[com.snc.service_portfolio.sla_commitment]
staff can track
how efficiently the
service desk meets
commitments for a
service offering.
Service Workspace New in New York. Service Workspace
application.
[com.snc.service_workspace]


ServiceNow Mobile Request - My New in New York. This plugin contains
Request Filter the configuration
and records that
are used in the Now
request-filter]
Mobile app. Do not
com.glide.mobile-
employee will
for you.
Skill Determination New in New York. Automatically
determine and
[com.snc.skill_determination]
assign skills for work
items.
Skills Library Data for Skills New in New York. Provides a library of
Management skill categories and
skills that you can
[com.snc.skills_management.seed_data]
start using for quick
on-boarding.
SMS Preferences New in New York. Provides ability to set
SMS preferences for
[com.snc.sms_pref]
receiving messages
from different
providers.
Software Asset Management - New in New York. Requires Software
Spend Detection Asset Management
- SaaS License
[com.sn_sam_spend]
Management.
Provides core
capabilities to
detect software
spend from financial
data.
Task Communications New in New York. Not available
Management for independent
activation Currently,
[com.snc.task_communication_management]
the plugin is
activated when
you activate
the Incident
Communications
Management plugin
(com.snc.iam),
the Incident
Management -
Major Incident
Management plugin
(com.snc.incident.mim),
or Major Issue
Management plugin
(com.sn_majorissue_mgt).


Test Management 2.0 New in New York. Write tests, run them
and track the health
[com.snc.sdlc.test_management]
of your sprints in
one consolidated
Sprint Tracking view.
Create test suites,
test plans and track
their execution.
Test Migration V1 V2 New in New York. The Test Migration
plugin provides
[com.snc.test_migration_v1_v2]
functionality for
migrating Test Case,
Test and Test Suite to
Test Management
2.0 Test version, Test
Step and Test Set.
Timeline Visualization Changed in New Timeline Visualization Dependency
York. plugin enables on the Project
[com.snc.timeline_visualization]
graphical Management
representation (com.snc.project_management_v3
of activities over plugin is removed.
time. You can use Activating
this visualization the Timeline
to provide a high- Visualization
level view of your plugin does not
organization's activate the Project
strategic and Management
operational plugin.
activities such as
incidents, problems,
changes, and
projects.
Vendor Manager Workspace New in New York. Access to the
Vendor Manager
[com.snc.vlm.vmw]
Workspace.
Vendor Manager Workspace - New in New York. Configure the
Core Vendor Manager
Workspace.
[com.snc.vlm]
Vendor Performance Planned for Provides capabilities

Management deprecation in Paris. to measure,
manage, and
[com.snc.vendor_performance],
track vendor data
[com.snc.vendor_ticket]
and compare
performance
characteristics in
unique graphical
views.


Vulnerability Response Mobile New in New York. As a remediation
owner, you
[com.snc.vul_mobile]
can access the
Vulnerability
Response (VR)
application on
your Now Platform
instance with your
Android or iOS
mobile device.
Vulnerability Solution New in New York. Vulnerability Solution
(Available in
automatically
[com.snc.vulnerability.solution] ServiceNow Store)
correlates solutions
with vulnerabilities,
identifies preferred
solutions to reduce
risk, and tracks
deployment
progress. The
Vulnerability Solution
Management
application
enables the
Management
feature in
Vulnerability
Response.
Walk-up Experience New in New York. Walk-up Experience
for prebuilt tech
[com.snc.walkup]
lounges. This
enables an IT
organization to
set up a walk-up
contact channel to
support online and
onsite checkin.
Widgets New in New York. Provides widget
infrastructure along
[com.snc.app.widgets]
with Angular UI
carousel module.
Workspace Core New in New York. Core Workspace
app for enabling
[com.workspace_core]
CSM/ITSM agents
to provide world-
class service at light
speed.
XML Parser for ServiceNow New in New York. Activates the XML
IntegrationHub parser step in Flow
Designer, enabling
[com.glide.hub.action_step.xmlparser]
you to identify
structured data from
an XML payload
without having to
write script.

Madrid plugin changes
See Madrid plugin changes for more information.
London plugin changes
See London plugin changes for more information.
Browser support in New York

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.
Note: UI11 is no longer supported. All instances have been upgraded to UI15 or UI16.
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 Latest Latest 11 and up Latest 9.1 and up Supported Not
public public public supported
• Edge
release release of release
mode is
Firefox or
supported
Firefox ESR

• Edge
mode is
Firefox or
supported
Firefox ESR
*Mobile phone browsers do not support the desktop version of the UI. Instead, mobile browsers
use the mobile UI.
Internet Explorer
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.
• Internet Explorer 11 is susceptible to memory leaks, which may impact performance, especially
in Windows 7.
• In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
• Compatibility mode is not supported.
• Setting Security Mode to High (via Internet Options > Security tab) is not supported.

Safari
• 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.
Firefox
The iOS version of Firefox does not support ServiceNow Community or other Service Portal-based
pages.
Exceptions to browser support

Upgrade to New York from London

When you upgrade from the London release to the New York 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.
Accelerate your upgrade to New York
Release notes for upgrade from London to New York

Before you upgrade from London to New York, read the release notes for information about new
features, notable changes, and fixes to existing functionality.
New features and changes in Madrid and New York
Each release family contains new functionality. Read to the release notes for details on the new
features and changes in Madrid and New York.
• Madrid release notes
• New York release notes

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 (Madrid)
• Available versions (New York)
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
New York.
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 New York, you can start upgrading your instance. For an overview of
the upgrade process, release definitions, and upgrade testing, refer to Upgrade to New York.
For a step-by-step guide through the upgrade process, refer to Upgrade your instance and the
Upgrade planning checklist (New York).
To help automate your testing and validation on non-production instances, use the Automated
Test Framework. In the Madrid release, Automated Test Framework quick start tests were
introduced. Many products include testing suites to help you jump start your testing before and
after upgrades. For a list of available tests and activation information, see Quick start tests.
New York user interface

List v3 is no longer available for new deployments. If you are already using List v3, you can
continue to do so. There are several aspects of list administration that are specific to List v3.
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.

Watch the five-minute video User Interface | Overview to learn about the elements of the UI16
user interface.

UI16 user interface

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 New York
List v2 is the default version of lists and is supported in all versions of the UI. Even when List v3 is
activated, some UI16 lists may display in List v2. For details, see List v3 compatibility.
List v3 performance is different from performance in List v2. Based on your instance configuration
and the complexity of the query, List v3 may load records more slowly than List v2.
In List v2, the list editor does not enforce client scripts or UI policies. In List v3, the list editor enforces
UI policies and mandatory dictionary attributes, but not client scripts. Allowing list editing with
client scripts running on fields in a form can result in incorrect data being saved to the record. For
more information on list administration and using business rules and client scripts, see List editor
administration.

Visual differences between List v2 and List v3
If you are unsure whether a list is v2 or v3, look for the following identifiers.
• The personalize list gear icon appears in the upper left corner of v2 lists. The personalize list
option 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.
List v2 identifiers

List v3 identifiers
List features
Most List v2 features are supported in List v3 as well, with the following exceptions.

Features that are not supported in List v3
Feature Details
Hierarchical lists Tables that have hierarchical lists enabled display
in List v2.
Embedded lists Embedded lists display in List v2.
Create a list report in the Report Designer List reports display in List v2.
Customizing list title or list column heading menus Options added to list context menus using the
Context Menu [sys_ui_context_menu] table do
not appear in List v3. Because it is only possible
to customize the list title menu or list column
heading menu by editing records on the Context
Menu table, it is not possible to customize these
menus in List v3. Administrators can customize list
field menu options by editing UI actions.
Detail rows Detail rows do not appear in List v3.
Composite fields Links do not display in composite fields, and the
different field values may appear on the same
line in List v3.
Limiting access to list column personalization Administrators cannot disable list column
personalization or control which user roles can
personalize list columns in List v3.
Administering certain list editor capabilities Administrators cannot configure which field types
are editable and cannot enable single-click list
editing for v3 lists. In List v3, the list editor enforces
UI policies and mandatory dictionary attributes.
Configuring when related lists load When List v3 is enabled for related lists, all related
lists load asynchronously after the form loads,
even if there are no v3 related lists on the form.
Creating default filters for related lists The Set as Default Filter button is not available in
the filter interface for v3 related lists.
Notable changes for upgrades from London to New York

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
Note: In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.

Assignment Assignment and Agent Chat, see Migrate from Connect Support to AWA.


Agent Intelligence These ML Solution Definition templates are deprecated in the New York
(Renamed to Predictive release and are replaced by a Classification Template:
Intelligence in New
• Assignment Template
York)
• Category Template
• Priority Template
This new template prompts you to choose specific record fields that you
can use to build a classification solution. If you upgrade to the New York
release and you have existing solutions that use one of these deprecated
templates, you must update and retrain the solutions to use the new
Classification Template. For more information on how to update these
solutions in New York, see Create and train a classification solution.
before the upgrade.
Warning: If you upgrade to Software Asset Management

Foundation plugin (com.snc.sams) from Software Asset
you cannot revert back to Software Asset Management plugin
(com.snc.software_asset_management).
you upgrade.


Automated Test
Framework Note: By default, the system property that is used to run
automated tests is disabled to prevent you from accidentally
running these tests on a production system. To avoid data
corruption or an outage, run tests only on development, test, and
other non-production instances. See Enable or disable executing
Automated Test Framework tests
Copy and customize ServiceNow platform-provided quick start tests

to validate that your instance works after you make any configuration
The tests can only produce a pass result when you run them with the
default demo data that's provided with the application or feature plugin.
To apply a quick start test to your instance-specific data, copy the quick
start test and add your custom data. See Available quick start tests by
application or feature.
The Run Server Side Script test step supports version 3.1 of the Jasmine
testing framework. You can upgrade individual test steps from Jasmine
version 1.3 to Jasmine version 3.1. See Run Server Side Script.
Change management After you upgrade, you can:

• Use the new
com.snc.change_management.enforce_data_requirements property
that provides additional controls along with the existing UI policy
and client scripts. When true, it ensures that any updates made from
a change request form, such as Workflow, REST/SOAP, JavaScript,
or GlideRecord updates adhere to the same mandatory data
requirements. This property is installed with Change Management -
Core and is set to False by default for upgrade customers. Change the
property value to True to use this feature.
• Activate the Change Management - Approval Policy plugin so that you
can use the new change approval policies. Configuration details are
described in Change approval policies.
workaround.
• If you are on Jakarta and above, an upgrade from any version of Cloud
Management platform version 2 (CMPv2) is supported.
• Catalog items created based on cloud-native templates in releases
prior to Madrid on CMPv2, will be treated as blueprint-based catalog
items, which means that the underlying template cannot be modified.
If you are upgrading to the current release, from a release prior to

Jakarta with the cloud plugins (com.snc.azure, com.snc.aws, and
orchestration.vmware) activated on your instance and you decide to
activate the Cloud Management plugin (com.snc.cloud.mgmt), then
the cloud plugins activated prior to Jakarta may not work correctly.
Do not use the cloud plugins (com.snc.azure, com.snc.aws, and
orchestration.vmware) because they are deprecated. You must migrate all
configurations, discovery schedules, and catalog items to the post-Jakarta
Cloud Management plugin (com.snc.cloud.mgmt).


Configuration If you are upgrading Configuration Compliance to London Now
Compliance platform, Patch 5 there is nothing to do to continuing using Configuration
Compliance. Going forward, all updates to London Configuration
Compliance are only available in the ServiceNow Store.
If you are upgrading Configuration Compliance there is nothing to do to
continuing using Configuration Compliance. Going forward, all updates to
Configuration Compliance are only available in the ServiceNow Store.
dashboards.
Upgraded instances include the new cmdb_read role. However, the system
does not enforce the requirement to use cmdb_read when an application
reads data from the cmdb_ci table hierarchy. For information about
enforcing the usage of cmdb_read after an upgrade and other related
issues, see the New role to read data from CMDB [KB0694559] article in the
HI Knowledge Base.
The CMDB Workspace plugin (com.cmdb-workspace) is not activated in
an upgraded instance. Activate CMDB Workspace to get the functionality
of CMDB Agent Workspace.
Customer Service Create field-level ACL rules for some of the fields on the Contact
Management (customer_contact) table. For details, see KB0724239.
Dashboards
dashboards

Responsive dashboards are enabled by default on new instances.

On upgrading instances, responsive canvas must be enabled by an
administrator.


Edge Encryption When you upgrade from previous releases, you may encounter an issue
during Edge Encryption proxy server upgrades because the proxy has not
yet been upgraded to handle newly introduced request and response
codes.
During the proxy upgrade, a message like the following may appear in the
proxy logs:
Error:
2018-05-25 09:48:44,758 WARN Unexpected
2018-05-25 09:48:44,784 ERROR Update stats received
error code : 555 : ServiceNow instance is currently
being upgraded
2018-05-25 09:48:49,862 WARN Unexpected
The solution is to restart the proxy and then retry the proxy upgrade.
Upon an upgrade, the newly installed proxy has the same folder
name as the previous proxy folder name, and the previous
proxy folder is renamed. For example, the previous proxy folder
is renamed from EdgeProxy_16001 to backup.dist-
upgrade_20181204-144650461, and the new proxy folder is named
EdgeProxy_16001.
deprecation.
When you upgrade from a previous release, six event type schedule entries
are available by default. You can choose to activate these event type
configurations to create schedule entries. You must deactivate any existing
Events configuration that overlaps with the newly created schedule entries.
For more information on configuring event types, see Configure the agent
calendar.
You can optimize the agent task routes for the current date. However, if the
SMTaskRouting script was modified in an earlier release, the agent route is
optimized, but it does not take the agent schedule and agent time off into
consideration. For more information on optimizing task routes, see Route
optimization.


and Steps.
options.

• Flows using the Always option for Created or Updated or Updated
trigger types in previous releases use the Only if not currently running
option. Use the For each unique change option to trigger a flow for
every unique change, even if the flow is running.
Guided Tour Designer The Guided Tour Designer was first introduced in the Jakarta release with
support for guided tours on the standard platform UI. For new instances
created in Jakarta and beyond, guided tours are active by default. For
instances originating from pre-Jakarta, guided tours are inactive by default.
See Enable guided tours to enable the feature on your instance.
With the New York release, you can also enable guided tours to run on
Service Portal pages. When you upgrade your instance to New York, the
following results occur.
• For instances that are new in New York, the Guided Tours for Service
Portal feature is active by default.
• For pre-New York instances that you upgrade to New York, the Guided
Tours for Service Portal feature is inactive by default.
• To run guided tours on Service Portal pages, ensure the
com.glide.guided_tours.enable and glide.sp.guided_tours.enable
properties are both set to True. See Enable guided tours to enable the
feature on your instance.


customers.
Service Portal.
MetricBase Legacy triggers are available only to upgraded instances. New activations
of the MetricBase application do not include legacy triggers.
• There is a new process for accessing the install.service-
now.com download site for MID Server upgrades. New ServiceNow
instances handle all traffic from the download site, which
eliminates the need for MID Server host machines to connect with
install.service-now.com. However, instances upgraded to the
London release require their MID Servers to send their initial upgrade
requests through install.service-now.com. After the first
upgrade, MID Servers can send subsequent auto-upgrade requests
directly to the instance, when the mid.download.through.instance
system property is set to true. For details, see MID Server upgrades.
• The change to the Java Runtime Environment (JRE) installation
procedure for new MID Servers does not affect upgrades of existing MID
Servers. These MID Servers receive the supported JRE version when they
upgrade.
If an unsupported version of the Java Runtime Environment (JRE) is running

on a MID Server when the MID Server is upgraded, the upgrade process
replaces that JRE with the OpenJDK that is bundled with the MID Server
installer. If a supported JRE is running on the MID Server host, the upgraded
MID Server uses that Java version.
MID Server hosts for instances upgraded from London do not require
connection to the download site at install.service-now.com. The
auto-upgrade process for MID Servers in Madrid is handled through the
instance. However, upgrades from Kingston or earlier require that each
MID Server host machine have access to the download site. For additional
details about how MID Server upgrades are managed and where to look
for errors, see MID Server upgrade.


app configuration.
York mobile.
Notifications This release introduces a new Email Client Configuration feature and a
Connection Security option on the Email Account form for choosing the
secure connection for your email server. These features are enabled in new
and upgraded instances. When you upgrade to this release, the following
items are migrated if you previously set them in your instance:
• The secure connection mode that you selected for your email server in
the Email Account form (Enable TLS and Enable SSL fields).
• The email client property settings for controlling:
• Email address autocomplete
(glide.ui.email_client.autocomplete.group)
• From and Reply To email addresses displayed in the email client
(glide.ui.email_client.from and glide.ui.email_client.reply_to)
• Email address recipient qualifiers
(glide.ui.email_client.email_adresss.disambiguator and
glide.ui.email_client.email_address.disambiguator_search)
The email client property settings are preserved in a default

email client configuration created during upgrade. You can view
the default configuration in the new Email Client Configuration
[sys_email_client_configuration] table.
These email client properties are also deprecated in this release
because these features can be set using email client configurations.


Notify The legacy Notify-Twilio driver (com.snc.notify.twilio) plugin is now being
replaced by a Notify-Twilio Direct driver (com.snc.notify.twilio_direct). A
Migrate Now button for one-click migration from the legacy driver to the
new Notify-Twilio Direct driver is provided.
The Notify core plugin now provides JS Telephony Driver support that
enables you to code your own integrations in JavaScript by using the
platform capability of JS Extension Point.
In prior releases, the Notify-Twilio Driver (com.snc.notify.twilio) enabled
voice and SMS services provided by Twilio. This driver has been replaced
by the Notify-Twilio Direct Driver (com.snc.notify.twilio_direct). Both the
drivers work simultaneously provided they are configured with two separate
accounts.
The migration to the new driver has the following impact.
1. Notify participant records will remain inactive until a participant joins a
conference. Previously, they were set to active by default.
2. If you are using the previous driver, the participant record is activated
after a minor delay.
Note: New customers will have access only to the new Notify-Twilio
Direct driver plugin.


Operational Intelligence 1. In New York, user-specified width override values are replaced by
new advanced settings that are used internally to calculate width
values. Width override values are preserved through an upgrade to
New York and are being used internally. However, they do not appear
in the UI and you cannot modify them. When you use the Bounds
Settings wizard in an upgraded instance and you select a metric class
that has a width override value, a notification appears. To use the
new advanced settings in the Bounds Settings wizard, accept the
notification to delete the width override values from an earlier release.
For more information about the Bounds Settings wizard, see Custom
bounds settings.
2. During the upgrade to New York, the Apache Ignite software that
runs on Operational Intelligence MID Servers in MID Server distributed
clusters is upgraded to version 2.5.3. After you upgrade all the MID
Servers in the MID Server distributed cluster to New York, restart these
Operational Intelligence MID Servers to complete the Apache Ignite
upgrade.
You might have some data loss during the time that the MID Servers
upgrade starts until the MID Servers are restarted. To minimize
this data loss, before you start the upgrade to New York, disable
the metric connectors. After the upgrade completes, set the
max_fetch_interval_min parameter to how long the connectors were
down and then enable the connectors so that the missing data is
pulled.
After upgrading to New York, the default Event Management binding

workflow which binds nodes to host CIs, is disabled for metric events. If you
relied on this binding before the upgrade, then to allow host binding for
metric events after upgrade, explicitly create a host binding event rule as
described in Create an event rule to bind metric events to host CIs.
After you upgrade all the Operational Intelligence ServiceNow® MID
stopped.
time.
completes:


by default.
process.

Note: The Password Reset application is not available during

upgrade.
(Renamed from upgrades.
Agent Intelligence to
Predictive Intelligence in
New York)


Management
new Idea Portal .
follows:
execution type.
execution type.
• Planning Console: If you are upgrading, the Client side planning

console functionality for project scheduling is disabled. To enable the
functionality, you must:
1. Set the project property Enable firing of Business Rules on save from
Planning Console to false, if it was set to true before upgrade.
2. Set the Enable Client Side Planning check box to true.
Note: If you do not have any custom business rules on the fields
listed below, mark Fire BR on Save to false for these fields in
planning console column configuration:
• State
• Percent Complete
• Actual start date
• Actual end date
• Resource Management: Changes made to allocated hours now

update only allocated hours in the resource plan. Prior to this, it had
updated the planned hours. Because of this change, if you have
customizations around Planned or Allocated hours and cost on the
resource plan or resource allocation, you need to alter these in the New
York release.
• Demand Management: On a demand form, the value for the new
Assessment Required field is set to true for all existing demands on
upgrade.
Two new dashboards have been added with the new Performance
Analytics – Content Pack – Project Portfolio Suite with Financials
(com.snc.pa.pmo_dashboards) plugin. If you are upgrading and you
activate the new plugin, two new navigation links are available in PPM:
© 2019 ServiceNow, Inc. All rights reserved. • Portfolio dashboard
• and
and/or other countries. Other company names, product names, Program
logos maydashboard
be trademarks of the respective companies with which they are associated. 488

Security Incident If you have completed an upgrade from Jakarta or Kingston to London,
Response navigate to System Definition > Fix Scripts, run the Update integrations
to multi domain fix script to allow certain integrations to have multiple
configurations defined. For example, if you have multiple Splunk instances,
you can create connections and queries that run Sighting Searches across
multiple Splunk instances. After the fix script has run, return to System
Definition > Fix Scripts and deactivate the fix script. It is important that the
script not be allowed to run more than one time.
If you are upgrading Security Incident Response to London Now platform
Patch 6, there is nothing to do to continuing using Security Incident
Response. Going forward, all updates to London Security Incident
Response are available only from the ServiceNow Store.
If you are upgrading directly from Jakarta or Kingston to this release
(skipping the London release), navigate to System Definition > Fix Scripts,
and run the Update integrations to multi domain fix script to allow certain
integrations to have multiple configurations defined. For example, if you
have multiple Splunk instances, you can create connections and queries
that run sighting searches across multiple Splunk instances. After the fix
script has run, return to System Definition > Fix Scripts and deactivate the
fix script. It is important that the script is not allowed to run more than one
time.
Service Catalog Before upgrading, you should be aware of changes made to the
underlying Service Catalog data model. These changes affect the way
that you implement multiple service catalogs. For details, see Upgrade
to multiple service catalogs. If you are upgrading from a version prior to
the Fuji release, see Migrate cart layouts.Before upgrading, you should be
aware of changes that were made to the underlying Service Catalog data
model. These changes affect the way that you implement multiple service
catalogs. For details, see Upgrade to multiple service catalogs. If you are
upgrading from a version prior to the Fuji release, see Migrate cart layouts.
commitment.


and suggestions.
1. In new instances, search facets are enabled by default. If upgrading

from a previous release, enable search facets by activating a record in
the Page Route Maps [sp_page_route_map] table. See Enable search
facets.
2. Validate user input in a specific field type using a validation script.
In new instances, Service Portal includes XML, Script, Script (Plain),
Email, and Version validation scripts by default. If upgrading from a
previous release, the Mobile and Service Portal version is not active
by default. You must activate the Mobile and Service Portal version
of the validation script to validate user input in the Service Portal. See
Activate Service Portal validation scripts.
3. In new instances, guided tours in Service Portal are enabled by
default. If upgrading from a previous release, you must enable the
com.snc.guided_tours.sp.enable system property to create a guided
tour in Service Portal. See Activate guided tours for Service Portal.


customizations.


information.
Warning: After installing Software Asset Management for the

first time, or upgrading from the Software Asset Management
Foundation plugin, revert customizations for all features work. The
Revert Customizations module in Software Asset Management
can revert customized files related to Software Asset Management
back to the base configurations that were skipped during the
installation or upgrade process. For more information, see Revert
Software Asset Management customizations.
Subscription Platform feature – upgraded by default.A fix job runs during the upgrade
Management and creates an inventory of all global and scoped custom tables that
currently exist in your production instance. A scheduled job runs after the
completion of the upgrade and creates an inventory of the number of
custom tables that each user can access.
UI The List v3 plugin is no longer available for new deployments. When you
upgrade to this release, your instance is updated with the new ServiceNow
branding. Any customizations you have made to the system theme are not
updated. You can revert to the previous theme by changing the system
defaults in the Basic Configuration UI16 module. For more information
on switching the system defaults, see Configure logo, colors, and system
defaults for UI16. UI15 is not affected by these changes, with the exception
of the icon that appears on the browser tab. You can update the icon by
changing the value for the glide.product.icon system property.


pages.
1. Migrating Virtual Agent topics: Conversation topics created in the

London release are fully supported in this release and are not changed
during upgrade. After upgrade, you can update your topics, for
example, to use new features such as the no-code controls available
in Virtual Agent Designer.
2. Using Slack Enterprise Grid after upgrading:
• If you have Slack Enterprise Grid workspaces, your end users can
move between those workspaces and use the Virtual Agent bot
from any workspace.
• Your end users must relink their ServiceNow accounts to the Virtual
Agent messaging integration for Slack.
• If you upgrade to Slack Enterprise Grid after upgrading to this
release, an upgrade script runs automatically to complete the
upgrade for the Slack messaging integration.


Store.
administration.
Note:

replaced it.



Walk-up Experience Before upgrading, be aware that the following feature changes can affect
your customizations:
• Your online check-in, as well as the onsite queue and onsite check-in
interfaces are updated to reflect the new data model and features.
• Reports using Queue for grouping should use Location due to a change
in the Interaction [interaction] table. Filtering is done based on Channel
instead of Type.
• Notifications may no longer trigger due to State changes in interactions,
such as the On Hold state. Reevaluate your custom notification
conditions.
• Business rules and other logic running on fields that are deprecated, for
example, Queue on the Interactions form.
Changes to plugins from London to New York

Before you upgrade from London to New York, read the release notes for information about new
plugins and existing plugins that were deprecated, renamed, or changed in some way.
New York plugin changes

to Predictive
Intelligence inNew
York).
to Predictive
inNew York).
Development 2.0 for
users can continue
to upgrade and use
this plugin. Agile
Development 2.0
provides enhanced
functionality
on top of Agile
Development
to documentation
for details.


workflow. Work with
problems, incident
tasks, enhancement
requests and other
ServiceNow tasks
stories.
[com.snc.aws]
CloudFormation,
EC2
analytics metrics
of business
applications
associated
with Problem
management.
Automated Testing
Service Catalog
widgets in Service
Portal test step
configuration.
send case status
updates and root
cause analysis
to customers
and key internal
stakeholders.
York.

page.

a separate
subscription.
Automated Test
[com.snc.cmdb.atf]
Framework (ATF)
tests.
CMPv1 Planned for


System items
(blocks, pages,
and menus) used
to reference core
IT self-service
applications are
packaged in this
core foundation
for all Service
Management
applications.
only.
[com.glide.cms]

Management that
adds iFrames and
Flash frames.
You must request
the Content
Management
System (CMS)
application from
ServiceNow
personnel. Instead
of activating CMS,
new development.
Service Portal is
an alternative to
CMS with a refined
user experience,
and is active by
default in the base
system. See Service
Portal and Content
Management and
Service Portal.

Type only.

only.
are internal to an
organization to
be the proxy case
contact on behalf
of customers.


current state of a
customer's install
base and establish
the relationship to
any downstream
entities that might
impact their
functioning.
user interface for
[com.sn_csm_mobile]
Customer Service
Management.
conversations.
[com.sn_csm.nlu]

Discovery APIs
for scoped
applications.
view documents
directly within the
downloading them
to their own file
system
translate the given
text from source
language to target
language using
external machine
is only available
in UI16. It is not
compatible with
UI15.
[sys_email] table
ACL conditional
access to email
records.


of employee
documents Document
documents.
Resources
this plugin on Core
ServiceNow for that
details. duplicates
some
functionality
in Human
Resources
Application:
Core. If you
have any
questions
about this
plugin,
contact
your
ServiceNow
account
manager.

electronic signing
[com.snc.esign]
of documents on
both desktop and
mobile. Signatories
can sign with their
credentials, as an
acknowledgment,
or as a typed or
drawn e-signature.


application. Demo
data includes
the actual ESS
portal.You must
request the Content
Management
System (CMS)
application from
ServiceNow
personnel. Instead
of activating CMS,
new development.
Service Portal is
an alternative to
CMS with a refined
user experience,
and is active by
default in the base
system. See Service
Portal and Content
Management and
Service Portal.
Mobile Interface
[com.em-mobile-app]
Content.
manage enterprise
releases, product
releases, and
deployment
process.
only.

CMS Portal only.

Management. The
floor plan view has
been replaced by
maps.
deprecation in New
York.


dispatch map for
[com.snc.fsm_map]
viewing agents,
tasks, and agent
routes.
and other service
management
applications from a
single CMS page.
Automation and
other service
management
applications from
a single CMS
page. Activation
of this plugin
on production
instances may
require a separate
license. Contact
ServiceNow for
details.
Financial
Management with
Management
providing
preconfigured Cost
Models.Activation
of this plugin
on production
instances may
have licensing
implications.
Contact your
ServiceNow
account team for
details.


of Financial
Management with
Service Portfolio
Management
providing
preconfigured Cost
Models. Activation
of this plugin
on production
instances may
have licensing
implications.
Contact your
ServiceNow
account team for
details.
core applications
[com.sn_grc_mobile]
that are viewed on
the GRC Mobile
app: Policy and
Compliance
Management and
Risk Management.
There are two GRC
core applications
that are viewed on
the GRC Mobile
app: Policy and
Compliance
Management and
Risk Management.


the business, you
can view up-to-
date information
regarding your
organization's
risk posture. Link
intermediate risk
statements to
risks, as well as
management team
of risk statements
and scores from
the most granular
risk to the highest
enterprise-level
risk statement.
Additionally, as
a risk manager,
you can monitor
risk events, relate
perform root-cause
analysis, and track
up custom business
applications that
creator]
are immediately
ready to use.
non-supported.
[com.sn_hr_wday]

management for
HR. Standardizes
the documentation,
interaction, and
fulfillment of
employee inquires
and requests while
having visibility
into the quantity
and type of cases
coming in.


Onboarding and
Transitions module.
Combined with
other licensed
applications,
provides a full-
service, employee
journeys experience
such as onboarding
or parental leave
of absence for
employees and
those managing the
process.
Combined with
[com.sn_hr_mobile]
Mobile Employee
Experience Native
Application plugin,
items related to HR
will be shown in
the native mobile
application.
onboarding to-
dos, ask questions,
and view relevant
content using
the new Mobile
Onboarding
application.
of Absence.
process. Lifecycle
Events
plugins must
be licensed
and
activated.


providing user
conversations Human
App: Core
and the
Glide Virtual
Agent
plugins must
be licensed
and
activated.

that provides
HR. App: Core
plugin must
be licensed
and
activated.
text from one
language to
another and detect
the language of
text.
to Incident
[com.snc.iam]
Communication
Management.
Management ATF
Tests.
application enables
idea managers to
manage ideas at
organization level.
Queueing.


and flexible
investment planning
for the funding
entities based on
It provides the
options of top-
down and bottom-
up funding and
and flexible
investment planning
for PPM funding
entities based on
It provides the
options of top-
down and bottom-
up funding and
can receive and
dock.
[com.snc.itsm.nlu]
ITSM related use
cases.
ITSM Roles plugin.
sn_change_read
and
sn_change_write
model for Change
Management to
factor these new
roles.


included with the
plugin adds the
sn_incident_read
and
sn_incident_write
model for Incident
Management to
factor these new
roles.
plugin.
description) and
sn_request_wirte.
It also updates the
existing security
model for Request
Management to
factor these new
roles.
Workspace Landing
Pages - basic
version.
Delivers ITSM Agent
Pages - premium
version.
Flow Designer,
enabling you to
create a reusable
action to send SQL
commands to a
Management with
the Advanced
Knowledge
Management
features.


Knowledge
Management items
used to enable
other knowledge-
related plugins
to work, such
as Knowledge
V3, Knowledge
Advanced, and
Knowledge Service
default.
plugin used to
activate Knowledge
Management
Mobile Requestor
features.
articles.
[com.snc.notifynow]
notifications over
For more
SMS, voice, and
information about
conference bridges.
the changes
that happen
automatically when
migrating to Notify
from Legacy Notify,
see Migrating from
Legacy Notify..

Automation and
other service
management
applications from
a single CMS
page. Activation
of this plugin
on production
instances may
require a separate
license. Contact
ServiceNow for
details
York.
com.glideapp.survey
com.snc.assessment


deep links on an
HR form to access
information outside
can generate URLs
to manage content,
knowledge articles,
and catalogs
or access social
requests.
Contact endpoints,
Automation and
other service
management
applications from
a single CMS
page. Activation
of this plugin
on production
instances may
require a separate
license. Contact
ServiceNow for
details.
communication for
wider audience.
it adds ability to
translate text from
one language to
another and detect


the configuration
[com.glide.mobile-
and records to
employee.myassets]
view that are used
in Mobile Employee
Experience native
application. Do not
com.glide.mobile-
employee will
for you.
York.
[com.snc.hr.pa]


[com.glide.nlu]

Okta Planned for

deprecation in
[com.snc.sso.okta]
Madrid.
[com.oi-scoped-app]
ServiceNow
personnel
support.

Workspace Agent
[com.itom-noc-app]
UI for the Event
Management
feature of ITOM
Health.
developed using
[com.snc.pa.apm]
Performance
analytics premium.


Management
which enables to
have performance
analytics
dashboards
of business
applications
associated with
Change requests.
Activation of
this plugin on
production
instances may
have licensing
implications.
Contact your
ServiceNow
account team for
details.

for Employee
Document
Management.
indicators (KPIs)
for Enterprise
Onboarding and
these in scorecards
and dashboards.
Activation of
this plugin on
production
will require a
PA Premium
license. Contact
ServiceNow for
details.


App key performance
indicators (KPIs)
[com.sn_hr_pa]
for HR and show
these in scorecards
and dashboards.
Activation of
this plugin on
production
will require a
PA Premium
license. Contact
ServiceNow for
details.
Management
plugin.
Project Portfolio
[com.sn_ppm.mobile]
Suite Mobile user
experience. This
provides access
to project status
and project status
report in the agent
mobile application.
Project Portfolio
PPM Mobile also
activates PPS with
Financials plugin.
name for the Agent
Intelligence.
[com.snc.ml_ui]

machine-learning
algorithms
for searching
related articles
in Knowledge
Management.
Activation of
this plugin on
production
instances may
require a separate
license. Contact
ServiceNow for
details


Agent Intelligence
Reports inNew York.
proactively from
alerts either
manually or
through automation
and track the
accounts and the
base items affected
by the alert.
tests for Problem
Management.
manage your
demands, resources,
portfolios and
projects, and gives
to execution. Agile
management and
test management
help you to improve
productivity and
service delivery.
providers. Intended
for use by Virtual
Agent and other
clients.
discovery. Intended
for use by Virtual
Agent and other
clients.
York.

commands in Agent
Workspace chat.
Management.



lean and agile
[com.snc.sdlc.safe]
principles to your
organization.
restrict access to
public tables and
script includes.
closure mechanism.

operations center
[com.sn_sir_mobile]
(SOC) manager
or a user with the
Now Platform
security analyst
you can log in to
a Now Platform
instance directly
iOS mobile device.
With the Security
Incident Response
Mobile app, you
can view, edit, and
assign your most
and response tasks.
you when critical
security incidents
assigned to you
arrive.
Sentiment Analysis.

only. to define the
catalog experience
within CMS.


the configuration,
records and
employee]
catalog webviews
that are used in
Mobile Employee
Experience native
application. Do not
com.glide.mobile-
employee will
for you.
records that
are used in
request-filter]
Mobile native
application for My
Request. Do not
com.glide.mobile-
employee will
for you.
in Flow Designer,
enabling you to
send REST or SOAP
requests from Flow
return a stream of
than 10 MB. Parse
stream data into a
series of complex
object outputs and
other actions in a
flow.
Microsoft AD,
Microsoft Azure,
Microsoft Teams,
and ServiceNow
eBonding.


in Flow Designer.
Includes ServiceNow
IntegrationHub
Content and
Runtime plugins.
York. Flow Designer
functionality. This
plugin does not
install any spokes.
install the desired
spokes.
enterprise pack to
automate human
resources, customer
relationship
management,
enterprise resource
planning, and
more. Includes
IntegrationHub
professional pack,
Microsoft SCCM
spoke, and Data
Stream actions.
professional
pack plugins
to automate IT
IntegrationHub
standard pack,
Microsoft AD spoke,
Microsoft Azure AD
spoke, and SSH and
Powershell steps.
standard pack
plugins to automate
developer
IntegrationHub
starter pack, and
JDBC and XML
parser steps.


to build your
own integrations.
Includes HipChat
spoke, Microsoft
Teams spoke,
Slack spoke,
Slack webhooks
spoke, eBonding
spoke, legacy
IntegrationHub
usage dashboard,
and REST and SOAP
steps.
Agent Chat to
Service Portal.
chat]

easy configuration
and designer. End
user resources
include Knowledge
Base, Service
Catalog, Services
Status, and Social
Q&A.
Management
box by default.
[com.snc.spm.spend]
between local
model and Financial
Management
model.
an SLA, so that
staff can track
how efficiently the
service desk meets
commitments for a
service offering.
application.


and records that
are used in the Now
request-filter]
Mobile app. Do not
com.glide.mobile-
employee will
for you.
determine and
items.
skills that you can
on-boarding.
SMS preferences for
[com.snc.sms_pref]
receiving messages
from different
providers.
- SaaS License
[com.sn_sam_spend]
Management.
Provides core
capabilities to
detect software
data.
the plugin is
activated when
you activate
the Incident
Communications
Management plugin
(com.snc.iam),
the Incident
Management -
Major Incident
Management plugin
or Major Issue
Management plugin


of your sprints in
one consolidated
Create test suites,
their execution.
plugin provides
functionality for
Test Management
Step and Test Set.
operational plugin.
activities such as
changes, and
projects.
Vendor Manager
[com.snc.vlm.vmw]
Workspace.
Core Vendor Manager
Workspace.
[com.snc.vlm]

manage, and
track vendor data
and compare
performance
characteristics in
unique graphical
views.


owner, you
can access the
Vulnerability
Response (VR)
application on
your Now Platform
instance with your
Android or iOS
mobile device.
(Available in
automatically
solutions to reduce
risk, and tracks
deployment
progress. The
Management
application
enables the
Management
feature in
Vulnerability
Response.
for prebuilt tech
[com.snc.walkup]
lounges. This
enables an IT
organization to
set up a walk-up
contact channel to
support online and
onsite checkin.
with Angular UI
carousel module.
app for enabling
CSM/ITSM agents
to provide world-
speed.
Designer, enabling
you to identify
an XML payload
without having to
write script.

Madrid plugin changes
See Madrid plugin changes for more information.
Browser support in New York

supported.
documentation.

• Edge
mode is
Firefox or
supported
Firefox ESR

• Edge
mode is
Firefox or
supported
Firefox ESR
use the mobile UI.
Internet Explorer

in Windows 7.
Safari

Firefox
pages.

Changes to plugins in the New York release

This table lists new plugins in the New Yorkrelease and existing plugins that were deprecated,
renamed, or changed in some way.

to Predictive
Intelligence inNew
York).
to Predictive
inNew York).
Development 2.0 for
users can continue
to upgrade and use
this plugin. Agile
Development 2.0
provides enhanced
functionality
on top of Agile
Development
to documentation
for details.
workflow. Work with
problems, incident
tasks, enhancement
requests and other
ServiceNow tasks
stories.
[com.snc.aws]
CloudFormation,
EC2
analytics metrics
of business
applications
associated
with Problem
management.


Automated Testing
Service Catalog
widgets in Service
Portal test step
configuration.
send case status
updates and root
cause analysis
to customers
and key internal
stakeholders.
York.

page.

a separate
subscription.
Automated Test
[com.snc.cmdb.atf]
Framework (ATF)
tests.
CMPv1 Planned for

System items
(blocks, pages,
and menus) used
to reference core
IT self-service
applications are
packaged in this
core foundation
for all Service
Management
applications.
only.
[com.glide.cms]


Management that
adds iFrames and
Flash frames.
You must request
the Content
Management
System (CMS)
application from
ServiceNow
personnel. Instead
of activating CMS,
new development.
Service Portal is
an alternative to
CMS with a refined
user experience,
and is active by
default in the base
system. See Service
Portal and Content
Management and
Service Portal.

Type only.

only.
are internal to an
organization to
be the proxy case
contact on behalf
of customers.
current state of a
customer's install
base and establish
the relationship to
any downstream
entities that might
impact their
functioning.
user interface for
[com.sn_csm_mobile]
Customer Service
Management.
conversations.
[com.sn_csm.nlu]


Discovery APIs
for scoped
applications.
view documents
directly within the
downloading them
to their own file
system
translate the given
text from source
language to target
language using
external machine
is only available
in UI16. It is not
compatible with
UI15.
[sys_email] table
ACL conditional
access to email
records.
of employee
documents Document
documents.


Resources
this plugin on Core
ServiceNow for that
details. duplicates
some
functionality
in Human
Resources
Application:
Core. If you
have any
questions
about this
plugin,
contact
your
ServiceNow
account
manager.

electronic signing
[com.snc.esign]
of documents on
both desktop and
mobile. Signatories
can sign with their
credentials, as an
acknowledgment,
or as a typed or
drawn e-signature.


application. Demo
data includes
the actual ESS
portal.You must
request the Content
Management
System (CMS)
application from
ServiceNow
personnel. Instead
of activating CMS,
new development.
Service Portal is
an alternative to
CMS with a refined
user experience,
and is active by
default in the base
system. See Service
Portal and Content
Management and
Service Portal.
Mobile Interface
[com.em-mobile-app]
Content.
manage enterprise
releases, product
releases, and
deployment
process.
only.

CMS Portal only.

Management. The
floor plan view has
been replaced by
maps.
deprecation in New
York.


dispatch map for
[com.snc.fsm_map]
viewing agents,
tasks, and agent
routes.
and other service
management
applications from a
single CMS page.
Automation and
other service
management
applications from
a single CMS
page. Activation
of this plugin
on production
instances may
require a separate
license. Contact
ServiceNow for
details.
Financial
Management with
Management
providing
preconfigured Cost
Models.Activation
of this plugin
on production
instances may
have licensing
implications.
Contact your
ServiceNow
account team for
details.


of Financial
Management with
Service Portfolio
Management
providing
preconfigured Cost
Models. Activation
of this plugin
on production
instances may
have licensing
implications.
Contact your
ServiceNow
account team for
details.
core applications
[com.sn_grc_mobile]
that are viewed on
the GRC Mobile
app: Policy and
Compliance
Management and
Risk Management.
There are two GRC
core applications
that are viewed on
the GRC Mobile
app: Policy and
Compliance
Management and
Risk Management.


the business, you
can view up-to-
date information
regarding your
organization's
risk posture. Link
intermediate risk
statements to
risks, as well as
management team
of risk statements
and scores from
the most granular
risk to the highest
enterprise-level
risk statement.
Additionally, as
a risk manager,
you can monitor
risk events, relate
perform root-cause
analysis, and track
up custom business
applications that
creator]
are immediately
ready to use.
non-supported.
[com.sn_hr_wday]

management for
HR. Standardizes
the documentation,
interaction, and
fulfillment of
employee inquires
and requests while
having visibility
into the quantity
and type of cases
coming in.


Onboarding and
Transitions module.
Combined with
other licensed
applications,
provides a full-
service, employee
journeys experience
such as onboarding
or parental leave
of absence for
employees and
those managing the
process.
Combined with
[com.sn_hr_mobile]
Mobile Employee
Experience Native
Application plugin,
items related to HR
will be shown in
the native mobile
application.
onboarding to-
dos, ask questions,
and view relevant
content using
the new Mobile
Onboarding
application.
of Absence.
process. Lifecycle
Events
plugins must
be licensed
and
activated.


providing user
conversations Human
App: Core
and the
Glide Virtual
Agent
plugins must
be licensed
and
activated.

that provides
HR. App: Core
plugin must
be licensed
and
activated.
text from one
language to
another and detect
the language of
text.
to Incident
[com.snc.iam]
Communication
Management.
Management ATF
Tests.
application enables
idea managers to
manage ideas at
organization level.
Queueing.


and flexible
investment planning
for the funding
entities based on
It provides the
options of top-
down and bottom-
up funding and
and flexible
investment planning
for PPM funding
entities based on
It provides the
options of top-
down and bottom-
up funding and
can receive and
dock.
[com.snc.itsm.nlu]
ITSM related use
cases.
ITSM Roles plugin.
sn_change_read
and
sn_change_write
model for Change
Management to
factor these new
roles.


included with the
plugin adds the
sn_incident_read
and
sn_incident_write
model for Incident
Management to
factor these new
roles.
plugin.
description) and
sn_request_wirte.
It also updates the
existing security
model for Request
Management to
factor these new
roles.
Workspace Landing
Pages - basic
version.
Delivers ITSM Agent
Pages - premium
version.
Flow Designer,
enabling you to
create a reusable
action to send SQL
commands to a
Management with
the Advanced
Knowledge
Management
features.


Knowledge
Management items
used to enable
other knowledge-
related plugins
to work, such
as Knowledge
V3, Knowledge
Advanced, and
Knowledge Service
default.
plugin used to
activate Knowledge
Management
Mobile Requestor
features.
articles.
[com.snc.notifynow]
notifications over
For more
SMS, voice, and
information about
conference bridges.
the changes
that happen
automatically when
migrating to Notify
from Legacy Notify,
see Migrating from
Legacy Notify..

Automation and
other service
management
applications from
a single CMS
page. Activation
of this plugin
on production
instances may
require a separate
license. Contact
ServiceNow for
details
York.
com.glideapp.survey
com.snc.assessment


deep links on an
HR form to access
information outside
can generate URLs
to manage content,
knowledge articles,
and catalogs
or access social
requests.
Contact endpoints,
Automation and
other service
management
applications from
a single CMS
page. Activation
of this plugin
on production
instances may
require a separate
license. Contact
ServiceNow for
details.
communication for
wider audience.
it adds ability to
translate text from
one language to
another and detect


the configuration
[com.glide.mobile-
and records to
employee.myassets]
view that are used
in Mobile Employee
Experience native
application. Do not
com.glide.mobile-
employee will
for you.
York.
[com.snc.hr.pa]


[com.glide.nlu]

Okta Planned for

deprecation in
[com.snc.sso.okta]
Madrid.
[com.oi-scoped-app]
ServiceNow
personnel
support.

Workspace Agent
[com.itom-noc-app]
UI for the Event
Management
feature of ITOM
Health.
developed using
[com.snc.pa.apm]
Performance
analytics premium.


Management
which enables to
have performance
analytics
dashboards
of business
applications
associated with
Change requests.
Activation of
this plugin on
production
instances may
have licensing
implications.
Contact your
ServiceNow
account team for
details.

for Employee
Document
Management.
indicators (KPIs)
for Enterprise
Onboarding and
these in scorecards
and dashboards.
Activation of
this plugin on
production
will require a
PA Premium
license. Contact
ServiceNow for
details.


App key performance
indicators (KPIs)
[com.sn_hr_pa]
for HR and show
these in scorecards
and dashboards.
Activation of
this plugin on
production
will require a
PA Premium
license. Contact
ServiceNow for
details.
Management
plugin.
Project Portfolio
[com.sn_ppm.mobile]
Suite Mobile user
experience. This
provides access
to project status
and project status
report in the agent
mobile application.
Project Portfolio
PPM Mobile also
activates PPS with
Financials plugin.
name for the Agent
Intelligence.
[com.snc.ml_ui]

machine-learning
algorithms
for searching
related articles
in Knowledge
Management.
Activation of
this plugin on
production
instances may
require a separate
license. Contact
ServiceNow for
details


Agent Intelligence
Reports inNew York.
proactively from
alerts either
manually or
through automation
and track the
accounts and the
base items affected
by the alert.
tests for Problem
Management.
manage your
demands, resources,
portfolios and
projects, and gives
to execution. Agile
management and
test management
help you to improve
productivity and
service delivery.
providers. Intended
for use by Virtual
Agent and other
clients.
discovery. Intended
for use by Virtual
Agent and other
clients.
York.

commands in Agent
Workspace chat.
Management.



lean and agile
[com.snc.sdlc.safe]
principles to your
organization.
restrict access to
public tables and
script includes.
closure mechanism.

operations center
[com.sn_sir_mobile]
(SOC) manager
or a user with the
Now Platform
security analyst
you can log in to
a Now Platform
instance directly
iOS mobile device.
With the Security
Incident Response
Mobile app, you
can view, edit, and
assign your most
and response tasks.
you when critical
security incidents
assigned to you
arrive.
Sentiment Analysis.

only. to define the
catalog experience
within CMS.


the configuration,
records and
employee]
catalog webviews
that are used in
Mobile Employee
Experience native
application. Do not
com.glide.mobile-
employee will
for you.
records that
are used in
request-filter]
Mobile native
application for My
Request. Do not
com.glide.mobile-
employee will
for you.
in Flow Designer,
enabling you to
send REST or SOAP
requests from Flow
return a stream of
than 10 MB. Parse
stream data into a
series of complex
object outputs and
other actions in a
flow.
Microsoft AD,
Microsoft Azure,
Microsoft Teams,
and ServiceNow
eBonding.


in Flow Designer.
Includes ServiceNow
IntegrationHub
Content and
Runtime plugins.
York. Flow Designer
functionality. This
plugin does not
install any spokes.
install the desired
spokes.
enterprise pack to
automate human
resources, customer
relationship
management,
enterprise resource
planning, and
more. Includes
IntegrationHub
professional pack,
Microsoft SCCM
spoke, and Data
Stream actions.
professional
pack plugins
to automate IT
IntegrationHub
standard pack,
Microsoft AD spoke,
Microsoft Azure AD
spoke, and SSH and
Powershell steps.
standard pack
plugins to automate
developer
IntegrationHub
starter pack, and
JDBC and XML
parser steps.


to build your
own integrations.
Includes HipChat
spoke, Microsoft
Teams spoke,
Slack spoke,
Slack webhooks
spoke, eBonding
spoke, legacy
IntegrationHub
usage dashboard,
and REST and SOAP
steps.
Agent Chat to
Service Portal.
chat]

easy configuration
and designer. End
user resources
include Knowledge
Base, Service
Catalog, Services
Status, and Social
Q&A.
Management
box by default.
[com.snc.spm.spend]
between local
model and Financial
Management
model.
an SLA, so that
staff can track
how efficiently the
service desk meets
commitments for a
service offering.
application.


and records that
are used in the Now
request-filter]
Mobile app. Do not
com.glide.mobile-
employee will
for you.
determine and
items.
skills that you can
on-boarding.
SMS preferences for
[com.snc.sms_pref]
receiving messages
from different
providers.
- SaaS License
[com.sn_sam_spend]
Management.
Provides core
capabilities to
detect software
data.
the plugin is
activated when
you activate
the Incident
Communications
Management plugin
(com.snc.iam),
the Incident
Management -
Major Incident
Management plugin
or Major Issue
Management plugin


of your sprints in
one consolidated
Create test suites,
their execution.
plugin provides
functionality for
Test Management
Step and Test Set.
operational plugin.
activities such as
changes, and
projects.
Vendor Manager
[com.snc.vlm.vmw]
Workspace.
Core Vendor Manager
Workspace.
[com.snc.vlm]

manage, and
track vendor data
and compare
performance
characteristics in
unique graphical
views.


owner, you
can access the
Vulnerability
Response (VR)
application on
your Now Platform
instance with your
Android or iOS
mobile device.
(Available in
automatically
solutions to reduce
risk, and tracks
deployment
progress. The
Management
application
enables the
Management
feature in
Vulnerability
Response.
for prebuilt tech
[com.snc.walkup]
lounges. This
enables an IT
organization to
set up a walk-up
contact channel to
support online and
onsite checkin.
with Angular UI
carousel module.
app for enabling
CSM/ITSM agents
to provide world-
speed.
Designer, enabling
you to identify
an XML payload
without having to
write script.

Generally supported browsers

supported.
documentation.

• Edge
mode is
Firefox or
supported
Firefox ESR

• Edge
mode is
Firefox or
supported
Firefox ESR
use the mobile UI.
Internet Explorer

in Windows 7.
Safari

Firefox
pages.

Certain applications and features in the New York release have browser requirements that differ
from the list of browsers generally supported by the ServiceNow platform.
Note:
In Jakarta and later, Internet Explorer versions prior to IE11 are no longer supported.
Accessibility and compliance

To make the interface accessible to users with disabilities, ServiceNow includes features that
support several specifications in the Web Content Accessibility Guidelines (WCAG) 2.1.

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.
ServiceNow Accessibility Conformance Report

This page details the level of accessibility support for the New York release, according to the Web
Content Accessibility Guidelines (WCAG) 2.1.
VPAT® Version 2.3 – April 2019
Date: 1 August 2019
Product Name: ServiceNow Service Automation
Product Version Number: New York
Vendor Company Name: ServiceNow
Vendor Contact Name: ServiceNow Compliance
Vendor Contact information: compliance@servicenow.com
Note: This is a web only application.

The following product categories contain exceptions, but accessible alternatives exist or
the product is in the process of being deprecated.
• Forms Designer Alternate: Accessibility Path Exists: Use Slushbucket
• Mobile: Category is deprecated: to be replaced with new Mobile (SkyNow)
• Live Feed: Component is deprecated and will no longer be supported from an
accessibility perspective
Evaluation methods used
To make the interface accessible to users with disabilities, ServiceNow includes features
that support several specifications in the Web Content Accessibility Guidelines (WCAG) 2.0.
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 New York Web Content
Accessibility Guidelines (WCAG) 2.0 document describes accessibility features and limitations.
Web Content Accessibility Guidelines (WCAG) 2.0 This page details the level of accessibility
support for the New York release, according to the Web Content Accessibility Guidelines (WCAG)
2.0
Applicable standards/guidelines
This report covers the degree of conformance for the following accessibility standard/guidelines:
Standard/Guideline Included in report
Web Content Accessibility Guidelines Level A (Yes)
2.0, at http://www.w3.org/TR/2008/REC-
WCAG20-20081211/ Level AA (Yes)
Level AAA (No)

Standard/Guideline Included in report

Web Content Accessibility Guidelines 2.1, at Level A (No)
https://www.w3.org/TR/WCAG21/
Level AA (No)
Level AAA (No)
Revised Section 508 standards as published by (Yes)

the U.S. Access Board in the Federal Register on
January 18, 2017
Corrections to the ICT Final Rule as published by
the US Access Board in the Federal Register on
January 22, 2018
EN 301 549 Accessibility requirements suitable (No)
for public procurement of ICT products and
services in Europe, - V2.1.2 (2018-08) at http://
mandate376.standards.eu/standard
Terms
The terms used in the Conformance Level information are defined as follows:
• Supports: The functionality of the product has at least one method that meets the criterion
without known defects or meets with equivalent facilitation.
• Partially supports: Some functionality of the product does not meet the criterion.
• Does not support: The majority of product functionality does not meet the criterion.
• Not applicable: The criterion is not relevant to the product.
• Not evaluated: The product has not been evaluated against the criterion.
WCAG 2.1 Report
Tables 1 and 2 also document conformance with:

• EN 301 549: Chapter 9 - Web, Sections 10.1-10.4 of Chapter 10 - Non-Web documents, and
Sections 11.1-11.4 and 11.8.2 of Chapter 11 - Non-Web Software (open and closed functionality),
and Sections 12.1.2 and 12.2.4 of Chapter 12 – Documentation
• Revised Section 508: Chapter 5 – 501.1 Scope, 504.2 Content Creation or Editing, and Chapter 6
– 602.3 Electronic Support Documentation.
Note: When reporting on conformance with the WCAG 2.1 Success Criteria, they are
scoped for full pages, complete processes, and accessibility-supported ways of using
technology as documented in the WCAG 2.1 Conformance Requirements.

Success criteria: Level A
Criteria Conformance
Remarks and explanations
level
1.1.1 Non-text Content Partially

Core Platform
(Level A) supports
Some graphs do not have alternative text.
Also applies to:
EN 301 549 Criteria
The "X" button does not have alternative text.
• 9.1.1.1 (Web)
• 10.1.1.1 (non-web Forms and Fields
document) Button does not have alternative text.
• 11.1.1.1.1 (Open
Some catalog images do not have alternative text or role.
Functionality Software)
• 11.1.1.1.2 (Closed Alternative text for hint button/question mark icon is not
Functionality Software) sufficiently descriptive.
• 11.8.2 (Authoring Tool) Google Maps
• 12.1.2 (Product Docs)
Some images do not have alternative text.
• 12.2.4 (Support Docs)
Lists
Revised Section 508 Some images do not have alternative text.
• 501 (Web)(Software) Live Feed
• 504.2 (Authoring Tool)
• 602.3 (Support Docs) Some images do not have alternative text.
Password Reset Application
Some images missing alt text.
Some graphs do not have alternative text.
ServiceNow Store Site
Some app tiles have aria-labels with same content as text.
Slushbucket
VA-Messenger Adapter
VA-Slack Adapter
Some images do not have alternative texts.
1.2.1 Audio-only and Not Product does not use prerecorded media
Video-only (Prerecorded) Applicable
(Level A)
Also applies to:
EN 301 549 Criteria
• 9.1.2.1 (Web)
• 10.1.2.1 (Non-web
document)
• 11.1.2.1.1 (Open
• 11.1.2.1.2.1 and
11.1.2.1.2.2 (Closed
Software)
• 11.8.2 (Authoring Tool)
• All12.1.2
© 2019 ServiceNow, Inc. (Product Docs)
rights reserved.
level
1.2.2 Captions Not Product does not use prerecorded media.
(Prerecorded) (Level A) applicable
Also applies to:
EN 301 549 Criteria
• 9.1.2.2 (Web)
• 10.1.2.2 (Non-web
document)
• 11.1.2.2 (Open
• 11.1.2.2 (Closed
Software)
Revised Section 508

• 501 (Web)(Software)
• 602.3 (Support Docs)

level
1.2.3 Audio Description Not Product does not use prerecorded media.
or Media Alternative applicable
(Prerecorded) (Level A)
Also applies to:
EN 301 549 Criteria
• 9.1.2.3 (Web)
• 10.1.2.3 (Non-web
document)
• 11.1.2.3.1 (Open
• 11.1.2.3.2 (Closed
Software)
Revised Section 508

1.3.1 Info and Relationships Partially

Activity Stream
(Level A) supports
Some buttons do not have accessible labels.
Also applies to:
Agent Workspace
EN 301 549 Criteria
• 9.1.3.1 (Web) Options in combo boxes are not reached by some
assistive devices in some browsers.
• 10.1.3.1 (Non-web
document) Some elements do not have appropriate markup.
• 11.1.3.1.1 (Open Some elements do not have sufficient label.
Agile Development
• 11.1.3.1.2 (Closed
Software) Some buttons do not have accessible labels.
• 11.8.2 (Authoring Tool) Application Navigator & Banner Frame
Autocomplete attribute is not correctly applied in Create
New Page.
Revised Section 508 Some Create New Page elements do not have required
or appropriate Aria attribute.
Some form elements of Create New Page do bot have
• 504.2 (Authoring Tool) appropriate labels.
Condition Builder
Design System
Some buttons do not have sensory characteristics.
Discovery
Some elements do not have appropriate instruction.
List v2

Some elements do not have appropriate markup.
List v3 of the respective companies with which they are associated.
and/or other countries. Other company names, product names, and logos may be trademarks 554
Some buttons do not have appropriate markup.

level
1.4.2 Audio Control (Level Supports
A)
Also applies to:
EN 301 549 Criteria
• 9.1.4.2 (Web)
• 10.1.4.2 (Non-web
document)
• 11.1.4.2 (Open
• 11.1.4.2 (Closed
Software)
Revised Section 508

2.1.1 Keyboard (Level A) Partially

Agent Workspace
supports
Also applies to:
Info Icon tips not visible to keyboard users.
EN 301 549 Criteria Some elements are not accessible by keyboard.
• 9.2.1.1 (Web) App Client UI
• 10.2.1.1 (Non-web
document) Some elements are not accessible by keyboard.
• 11.2.1.1.1 (Open Application Navigator & Banner Frame
• 11.2.1.1.2 (Closed Some elements are not accessible by keyboard.
Software) Configuration Management Database (CMDB)
CMDB Query Builder - Drag n Drop is not available to
keyboard only user.
Core Platform
Revised Section 508 SC Hardening Page - Close Icon on 'Select an Element'
• 501 (Web)(Software) dropdown is not keyboard accessible.
• 504.2 (Authoring Tool) Dashboards and Home Pages
Some elements are not accessible by keyboard.
The color group on the Configuration panel is not
accessible for keyboard only user.
Event Management
Alert Group Timeline section is not accessible with
keyboard.
The "Quick Response" button does not lock focus.
Some elements are not accessible by keyboard.
Some elements of the Review module are not keyboard
accessible.
© 2019 ServiceNow, Inc. All rights reserved. Flow Designer
Some elements
and/or other countries. Other company names, product names, and logos may be trademarks are
of the respective not accessible
companies byarekeyboard.
with which they associated. 555
Forms and Fields

level
2.1.4 Character Key Supports
Shortcuts (Level A 2.1 only)
Also applies to:
EN 301 549 Criteria
• 9.2.1.4 (Web)
• 10.2.1.4 (Non-web
document)
• 11.2.1.4.1 (Open
• 11.2.1.4.2 (Closed
Software)
Revised Section 508 – Does

not apply
2.2.1 Timing Adjustable Partially

Agent Workspace
(Level A) supports
Page times out without warning.
Also applies to:
ServiceNow Store Site
EN 301 549 Criteria
• 9.2.2.1 (Web) Page times out without warning.
• 10.2.2.1 (Non-web Timeout occurs without providing user a chance to
document) extend time or turn off timeout.
• 11.2.2.1 (Open User Experience Engineering
• 11.2.2.1 (Closed Page times out without warning.
Software)
Revised Section 508

2.2.2 Pause, Stop, Hide Partially

List v3
(Level A) supports
The edit table inline button disappears.
Also applies to:
EN 301 549 Criteria
• 9.2.2.2 (Web)
• 10.2.2.2 (Non-web
document)
• 11.2.2.2 (Open
• 11.2.2.2 (Closed
Software)
Revised
ServiceNow, the ServiceNow Section
logo, 508 ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
Now, and other
level
2.5.1 Pointer Gestures (Level Supports
A 2.1 only)
Also applies to:
EN 301 549 Criteria
• 9.2.5.1 (Web)
• 10.2.5.1 (Non-web
document)
• 11.2.5.1 (Open
• 11.2.5.1 (Closed
Software)

not apply

level
2.5.2 Pointer Cancellation Supports
(Level A 2.1 only)
Also applies to:
EN 301 549 Criteria
• 9.2.5.2 (Web)
• 10.2.5.2 (Non-web
document)
• 11.2.5.2 (Open
• 11.2.5.2 (Closed
Software)

not apply
2.5.3 Label in Name (Level Partially

A 2.1 only) supports
Calendar range selector components are not properly
Also applies to:
labeled.
EN 301 549 Criteria
• 9.2.5.3 (Web)
• 10.2.5.3 (Non-web
document)
• 11.2.5.3 (Open
• 11.2.5.3 (Closed
Software)

not apply

level
2.5.4 Motion Actuation Supports
(Level A 2.1 only)
Also applies to:
EN 301 549 Criteria
• 9.2.5.4 (Web)
• 10.2.5.4 (Non-web
document)
• 11.2.5.4 (Open
• 11.2.5.4 (Closed
Software)

not apply

level
3.1.1 Language of Page Supports
(Level A)
Also applies to:
EN 301 549 Criteria
• 9.3.1.1 (Web)
• 10.3.1.1 (Non-web
document)
• 11.3.1.1.1 (Open
• 11.3.1.1.2 (Closed
Software)
Revised Section 508

3.2.1 On Focus (Level A) Partially

Forms and Fields
supports
Also applies to:
Activity Stream header "Activity" is not an actionable item,
EN 301 549 Criteria so should not change color or register clickable cursor
when hovered.
• 9.3.2.1 (Web)
• 10.3.2.1 (Non-web
document)
• 11.3.2.1 (Open
• 11.3.2.1 (Closed
Software)
Revised Section 508

3.2.2 On Input (Level A) Partially

Chat
supports
Also applies to:
Page elements do not change per user action.
EN 301 549 Criteria
Content Management System (CMS)
• 9.3.2.2 (Web)
• 10.3.2.2 (Non-web
document) Finance Close Automation
• 11.3.2.2 (Open
• 11.3.2.2 (Closed Forms and Fields
Software)
A change of content occurs without notifying the user
• 11.8.2 (Authoring Tool) that a change has occurred when a user selects a UI
• 12.1.2 (Product Docs) action in some applications.
• All12.2.4
© 2019 ServiceNow, Inc. (Support Docs)
rights reserved. Page elements do not change per user action.
Revised Section 508 Lists
level
3.3.1 Error Identification Supports
(Level A)
Also applies to:
EN 301 549 Criteria
• 9.3.3.1 (Web)
• 10.3.3.1(Non-web
document)
• 11.3.3.1.1 (Open
• 11.3.3.1.2 (Closed
Software)
Revised Section 508

3.3.2 Labels or Instructions Partially

Agent Workspace
(Level A) supports
Required fields are not visually identified.
Also applies to:
Some elements do not have appropriate instruction.
EN 301 549 Criteria
Some elements do not have appropriate label.
• 9.3.3.2 (Web) Some elements do not have sufficient label.
• 10.3.3.2 (Non-web
document) Condition Builder
• 11.3.3.2 (Open Some elements do not have sufficient label.
• 11.3.3.2 (Closed Core Platform
Software) On IE11+JAWS, Non complaint is announced as grid.
Discovery
• 12.2.4 (Support Docs) Some elements do not have appropriate instruction.
Human Resource Service Management
Revised Section 508
Some fields missing separate label.
• 504.2 (Authoring Tool) Lists
• 602.3 (Support Docs) Search fields on page do not have a submit button.
Some elements do not have sufficient label.
Some elements do not have appropriate Aria attribute.
Slushbucket
4.1.1 Parsing (Level A) Partially

Agile Development
supports
Also applies to:
Some elements have duplicate ID values.
EN 301 549 Criteria
Configuration Management Database (CMDB)
• 9.4.1.1 (Web)
© 2019 ServiceNow, Inc. All rights reserved. Table attributes are not properly applied.
• 10.4.1.1
ServiceNow, the ServiceNow (Non-web
logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc., in the United States
document)
and/or other countries. Other company names, product names, and logos may be trademarks
Content of the respective companies
Management with which
System (CMS)they are associated. 561
• 11.4.1.1.1 (Open
Success Criteria, Level AA
Remarks and Explanations
Level
1.2.4 Captions (Live) (Level Not Product does not use prerecorded media.
AA) applicable
Also applies to:
EN 301 549 Criteria
• 9.1.2.4 (Web)
• 10.1.2.4 (Non-web
document)
• 11.1.2.4 (Open
• 11.1.2.4 (Closed
Software)
Revised Section 508

1.2.5 Audio Description Not Product does not use prerecorded media.
(Prerecorded) (Level AA) applicable
Also applies to:
EN 301 549 Criteria
• 9.1.2.5 (Web)
• 10.1.2.5 (Non-web
document)
• 11.1.2.5 (Open
• 11.1.2.5 (Closed
Software)
Revised Section 508


Level
1.3.4 Orientation (Level AA Not
2.1 only) evaluated
Also applies to:
EN 301 549 Criteria
• 9.1.3.4 (Web)
• 10.1.3.4 (Non-web
document)
• 11.1.3.4 (Open
• 11.1.3.4 (Closed
Software)

not apply

Level
1.3.5 Identify Input Purpose Not
(Level AA 2.1 only) evaluated
Also applies to:
EN 301 549 Criteria
• 9.1.3.5 (Web)
• 10.1.3.5 (Non-web
document)
• 11.1.3.5 (Open

not apply
1.4.3 Contrast (Minimum) Partially

Agent Workspace
(Level AA) supports
Some elements do not have sufficient color contrast.
Also applies to:
Application Navigator & Banner Frame
EN 301 549 Criteria
• 9.1.4.3 (Web) Focus indicator for left navigation does not have
sufficient contrast in IE11.
• 10.1.4.3 (Non-web
document) Header bar does not have sufficient contrast ratio.
• 11.1.4.3 (Open Navigator edit/delete icons do not have sufficient
Functionality Software) contrast when using some out-of-box color themes.
• 11.1.4.3 (Closed Core Platform
Software)
• 11.8.2 (Authoring Tool) Some elements do not have sufficient color contrast.
• 12.1.2 (Product Docs) Customer Service Management
Revised Section 508 Dashboards and Home Pages
• 501 (Web)(Software) Some elements do not have sufficient color contrast.
• 504.2 (Authoring Tool) Design System
Discovery
Event Management
Configuration page does not have sufficient color
contrast.
Forms and Fields
Some check boxes are not visible in high contrast mode.
Some elements are not visible in high contrast mode.
Human Resources Service Management
© 2019 ServiceNow, Inc. All rights reserved. Instance Data Replication feature
Some of
and/or other countries. Other company names, product names, and logos may be trademarks elements docompanies
the respective not have sufficient
with which they arecolor contrast.
associated. 564
List v2
Level
1.4.5 Images of Text (Level Supports
AA)
Also applies to:
EN 301 549 Criteria
• 9.1.4.5 (Web)
• 10.1.4.5 (Non-web
document)
• 11.1.4.5.1 (Open
• 11.1.4.5.2 (Closed
Software) – Does not
apply
Revised Section 508

1.4.10 Reflow (Level AA 2.1 Not

only) evaluated
Also applies to:
EN 301 549 Criteria
• 9.1.4.10 (Web)
• 10.1.4.10 (Non-web
document)
• 11.1.4.10.1 (Open
• 11.1.4.10.2 (Closed
Software)

not apply

Level
1.4.11 Non-text Contrast Not
Also applies to:
EN 301 549 Criteria
• 9.1.4.11 (Web)
• 10.1.4.11 (Non-web
document)
• 11.1.4.11 (Open
• 11.1.4.11 (Closed
Software)

not apply
1.4.12 Text Spacing (Level Not

AA 2.1 only) evaluated
Also applies to:
EN 301 549 Criteria
• 9.1.4.12 (Web)
• 10.1.4.12 (Non-web
document)
• 11.1.4.12 (Open
• 11.1.4.12 (Closed
Software)

not apply

Level
1.4.13 Content on Hover or Not
Focus (Level AA 2.1 only) evaluated
Also applies to:
EN 301 549 Criteria
• 9.1.4.13 (Web)
• 10.1.4.13 (Non-web
document)
• 11.1.4.13 (Open
• 11.1.4.13 (Closed
Software)

not apply

Level
2.4.5 Multiple Ways (Level Supports
AA)
Also applies to:
EN 301 549 Criteria
• 9.2.4.5 (Web)
• 10.2.4.5 (Non-web
document) – Does not
apply
• 11.2.4.5 (Open
Functionality Software) –
Does not apply
• 11.2.4.5 (Closed
apply
Revised Section 508

• 501 (Web)(Software) –
Does not apply to non-
web software
• 602.3 (Support Docs) –
web docs
2.4.6 Headings and Labels Partially

Core Platform
(Level AA) supports
Scores do not have sufficiently descriptive label.
Also applies to:
Dashboards and Home Pages
EN 301 549 Criteria
• 9.2.4.6 (Web) Search field in dashboard does not have label.
• 10.2.4.6 (Non-web Reporting
document)
Some fields missing appropriate label.
• 11.2.4.6 (Open
Functionality Software) Software Asset Management Professional
• 11.2.4.6 (Closed
Some elements to not have appropriate label.
Software)
• 11.8.2 (Authoring Tool) UI Pages/Macros
• 12.1.2 (Product Docs) Title and heading should be <h1> instead of <h2>.
User Experience Engineering
Revised Section 508 Some elements do not have appropriate label.
2.4.7 Focus Visible (Level Partially

Agent Workspace
AA) supports
Focus not visible for some fields.
Also applies to:
Application Navigator & Banner Frame
EN 301 549 Criteria
• 9.2.4.7 (Web) Focus not visible for some fields.
• 10.2.4.7 (Non-web
Connect
document)
Focus does not follow logical order.
• 11.2.4.7 (Open
Level
3.1.2 Language of Parts Supports
(Level AA)
Also applies to:
EN 301 549 Criteria
• 9.3.1.2 (Web)
• 10.3.1.2 (Non-web
document)
• 11.3.1.2 (Open
Does not apply
• 11.3.1.2 (Closed
apply
Revised Section 508

3.2.3 Consistent Navigation Supports

(Level AA)
Also applies to:
EN 301 549 Criteria
• 9.3.2.3 (Web)
• 10.3.2.3 (Non-web
apply
• 11.3.2.3 (Open
Does not apply
• 11.3.2.3 (Closed
apply
Revised Section 508

web software.
web docs.

Level
3.2.4 Consistent Supports
Identification (Level AA)
Also applies to:
EN 301 549 Criteria
• 9.3.2.4 (Web)
• 10.3.2.4 (Non-web
apply
• 11.3.2.4 (Open
Does not apply
• 11.3.2.4 (Closed
apply
Revised Section 508

web software.
web docs.
3.3.3 Error Suggestion (Level Supports

AA)
Also applies to:
EN 301 549 Criteria
• 9.3.3.3 (Web)
• 10.3.3.3 (Non-web
document)
• 11.3.3.3 (Open
• 11.3.3.3 (Closed
Software)
Revised Section 508


Level
3.3.4 Error Prevention Supports
(Legal, Financial, Data)
(Level AA)
Also applies to:
EN 301 549 Criteria
• 9.3.3.4 (Web)
• 10.3.3.4 (Non-web
document)
• 11.3.3.4 (Open
• 11.3.3.4 (Closed
Software)
Revised Section 508

4.1.3 Status Messages Not

Also applies to:
EN 301 549 Criteria
• 9.4.1.3 (Web)
• 10.4.1.3 (Non-web
apply
• 11.4.1.3 (Open
Functionality Software –
Does not apply
• 11.4.1.3 (Closed
apply

not apply
Success Criteria, Level AAA
Not evaluated against AAA.
Revised Section 508 Report

Functional Performance Criteria (FPC)
Criteria Conformance Level Remarks and Explanations

302.1 Without Vision Partially supports
Activity Stream
Some buttons do not have
accessible labels.
Some elements are not
properly read by assistive tools.
Agent Workspace
Some pages are missing
mechanism to bypass blocks of
content.
Dates in Virtual Agent Chat
cannot be read by some
assistive tools.
Focus does not follow logical
order between some tabs in
the CSM Workspace.
order upon launching creating
new list.
order.
Info Icon tips not visible to
keyboard users.
Options in combo boxes are
not reached by some assistive
devices in some browsers.
Required fields are not visually
identified.
Some roles do not conform to
valid values.
Some Aria roles do not
conform to valid values.
accessible by keyboard.
Some elements do not have
appropriate Aria attribute.
appropriate instruction.
appropriate label.
appropriate markup.
sufficient label.
The purpose of some links in
the CSM Workspace are not
clear.
Agile Development
© 2019 ServiceNow, Inc. All rights reserved. accessible labels.
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies withSome
whichelements are not
they are associated. 572

302.4 Without Hearing Supports
302.5 With Limited Hearing Supports


302.6 Without Speech Supports
302.7 With Limited Manipulation Partially supports
Agent Workspace
Focus not visible for some
fields.
Info Icon tips not visible to
keyboard users.
Page times out without
warning.
App Client UI
Application Navigator &
Banner Frame
Focus not visible for some
fields.
Configuration Management
Database (CMDB)
CMDB Query Builder – Drag
n Drop is not available to
keyboard only user.
Connect
order.
Core Platform
SC Hardening Page – Close
Icon on 'Select an Element'
dropdown is not keyboard
accessible.
Customer Service
Management
Focus visibility is weak in CSM
Portal.
Dashboards and Home Pages
Focus is not visible on
interactive elements in "Open
Incidents by Category" and
"Open Incidents by aged"
charts.
The color group on the
Configuration panel is not
accessible for keyboard only
user.
Design System
Focus indicator is not visible on
© 2019 ServiceNow, Inc. All rights reserved. some elements.
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies withFocus
which not visible
they are for some
associated. 574
fields.

302.8 With Limited Reach and Supports
Strength
302.9 With Limited Language, Partially supports
Activity Stream
Cognitive, and Learning Abilities
Agent Workspace
assistive tools.
order between some tabs in
the CSM Workspace.
order upon launching creating
new list.
order.
Page times out without
warning.
Required fields are not visually
identified.
valid values.
appropriate instruction.
appropriate label.
appropriate markup.
sufficient label.
Agile Development
App Client UI
Banner Frame
order.
Focus lands on non-interactive
elements.
and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with whichAria
Some they are associated.
roles on Knowledge 575
pages do not conform to valid

Software

501.1 Scope – Incorporation of See the WCAG 2.1 section. See information in the WCAG 2.1
WCAG 2.0 AA section,
502 Interoperability with Assistive Technology
502.2.1 User Control of Supports
Accessibility Features
502.2.2 No Disruption of Supports
Accessibility Features


502.3 Accessibility Services
502.3.1 Object Information Partially supports
Activity Stream
Some buttons do not
accessible labels.
Agent Workspace
assistive tools.
Options in combo boxes are
not reached by some assistive
devices in some browsers.
valid values.
appropriate markup.
sufficient label.
Agile Development
accessible labels.
App Client UI
Banner Frame
Autocomplete attribute is not
correctly applied in Create
New Page.
Some Aria roles on Knowledge
pages do not conform to valid
values.
Some Create New Page
elements do not have required
or appropriate Aria attribute.
Some form elements of Create
New Page do not appropriate
labels.
Cloud Management
Application

502.3.14 Event Notification Supports
502.4 Platform Accessibility Supports
Features
503 Applications
503.2 User Preferences Not applicable Web application only
503.3 Alternative User Interfaces Not applicable Web application only
503.4 User Controls for Captions and Audio Description
503.4.1 Caption Controls Not applicable Product does not have captions.
503.4.2 Audio Description Not applicable Product does not have captions.
Controls
504 Authoring Tools
504.2 Content Creation or See the WCAG 2.1 section. See information in the WCAG 2.1
Editing (if not authoring tool, section,
enter not applicable)
504.2.1 Preservation of Not applicable Product is not an authoring tool.
Information Provided for
Accessibility in Format
Conversion
504.2.2 PDF Export Not applicable Product is not an authoring tool.
504.3 Prompts Not applicable Product is not an authoring tool.
504.4 Templates Not applicable Product is not an authoring tool.
Support Documentation and Services

601.1 Scope
602 Support Documentation
602.2 Accessibility and Not evaluated This report covers accessibility
Compatibility Features conformance for the
ServiceNow product and does
not discuss Documentation or
Support Services.
602.3 Electronic Support See the WCAG 2.1 section. See information in the WCAG 2.1
Documentation section,
602.4 Alternate Formats Not evaluated This report covers accessibility
for Non-Electronic Support conformance for the
Documentation ServiceNow product and does
Support Services.
603 Support Services


603.2 Information on Not evaluated This report covers accessibility
Accessibility and Compatibility conformance for the
Features ServiceNow product and does
Support Services.
603.3 Accommodation of Not evaluated This report covers accessibility
Communication Needs conformance for the
ServiceNow product and does
Support Services.

ServiceNow New York Index
Index
A Vulnerability Response
upgrade information 151
accessibility 550
Accessibility 508 Compliance 549
W
B WCAG 550
Web Content Accessibility Guidelines 550
browser requirements 549
C
compliance 550
D
deprecated plugins 442, 494, 522
J
Jakarta
release notes 5
N
new plugins in london 442, 494
new plugins in madrid 522
O
ODBC
release notes 374, 375, 375
R
Release notes
Jakarta 5
ODBC 374, 375, 375
Security Operations 146
renamed plugins 442, 494, 522
S
Section 508
US compliance code 549
Security Operations
release notes 146
U
upgrade and migration tasks 399
US compliance code
Section 508 549
V
Voluntary Product Accessibility Template 549

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New York Release Notes

Last updated: September 18, 2019

New York release notes............................................................................................................................. 5

© 2019 ServiceNow, Inc. All rights reserved.

New York release notes

Path to successful upgrades

Learn - Find out what's new and changed in New York

• Release notes summaries for New York features

• Available patches and hot fixes

Upgrade - Review the upgrade process and upgrade your instance

• Upgrade to New York

Features and changes by product

© 2019 ServiceNow, Inc. All rights reserved.

New features and products in New York

The New York release includes new features and products.

Updated features and products

Analytics, Intelligence, and Reporting release notes

Dashboards release notes

New York upgrade information

Responsive dashboards enabled by default on upgrade to New York

New in the New York release

Multiple element selection on breakdown dashboards

© 2019 ServiceNow, Inc. All rights reserved.

Now Platform® feature active by default.

© 2019 ServiceNow, Inc. All rights reserved.

Accessibility has been improved in the following areas:

Related ServiceNow applications and features

Natural Language Understanding release notes

Natural Language Understanding features

NLU model builder

© 2019 ServiceNow, Inc. All rights reserved.

Activate the NLU model builder

© 2019 ServiceNow, Inc. All rights reserved.

Natural Language Understanding is only available in the English language.

Related ServiceNow applications and features

Performance Analytics release notes

New in the New York release

Multiple element selection on breakdown dashboards

© 2019 ServiceNow, Inc. All rights reserved.

Performance Analytics and Reporting for Agent Workspace

© 2019 ServiceNow, Inc. All rights reserved.

Changed in this release

Improved time series aggregation support

Domain separation with Spotlight

Spotlight: Copy Spotlight group to other domains

Removed in this release

Now Platform® feature — Complimentary Performance Analytics for Incident Management is

Accessibility has been improved in the following areas:

© 2019 ServiceNow, Inc. All rights reserved.

Related ServiceNow applications and features

Predictive Intelligence release notes

New York upgrade information

New in the New York release

© 2019 ServiceNow, Inc. All rights reserved.

Changed in this release

Centralized prediction server

© 2019 ServiceNow, Inc. All rights reserved.

Related ServiceNow applications and features

Reporting release notes

New in the New York release

Performance Analytics and Reporting for Agent Workspace

Changed in this release

Predict transform supported in MetricBase

© 2019 ServiceNow, Inc. All rights reserved.