Helsinki Fixes - HI Service Portal

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Helsinki Fixes - HI Service Portal
| Helsinki Fixes | 3
Helsinki Fixes
Problem
category
Parent
Short description
Description
Approvals
PRB638880
eSig not working for Approval Rule or
Process GUIde Approvals
eSignature is not prompting for Approval when an Approval is created as a
result of an Approval Rule or Process GUIde.
Approvals
PRB651448
Out-of-box ACLs do not allow users to
access records that they are approving
For a change approval, if the approver is a user with no role, the Approval
Summarizer Formatter does not display any details. This is related to
PRB583946.
Assessment
PRB652988
Assessment state shows value instead
of display value on 'My Assessment and
Surveys' page
In Geneva, the state field on My Assessment and Survey cards is showing
the actual value instead of the display value.
Assessment
PRB642039
Question Choice table contains records
without a class name [sys_class_name]
when upgrading to Fuji with Assessment
Components [com.snc.assessment] plugin
activated
When upgrading to Fuji with the Assessment Components plugin activated,
all current Question Choice[question_choice] records are not populated
with their Class [sys_class_name] value, causing issues with updating/
deleting the record.
Assessment
PRB641705
The 'Change Request > Task Assessment'
related list displays the value instead of the
translated text
The 'Change Request > Task Assessment' related list displays the value
instead of the translated text.
Assessment
PRB650135
OOB email notification 'Notify test case
user' has inconvenient URI link
On Fuji, when you activate the plugin the Test Management and you
then go to the email notification called 'Notify test case user', you get
the following link to the test assessment: Click here to begin the test:
${URI_REF}. This takes you to a list view of the Assessment Instance
instead of the actual assessment. The OOB 'Notify test case user'
${URI_REF} link is not useful and forces the user to make a customization
to make it useful. The OOB URI for 'Notify test case user' should be
changed from ${URI_REF} to a useful link that will take you to the
Assessment.
Assessment
PRB657485
Synchronous AJAX call blocks the browser
(Geneva only)
Asset
Management
PRB648283
Configuration item and asset fields are null
after running HTHD
| Helsinki Fixes | 4
Problem
category
Parent
Short description
Description
Asset
Management
PRB652102
Software Counter Summary for 'not
Software Counter Summary for 'not allocated' is set to zero for unrelated
allocated' is set to zero for unrelated
counters when a counter is updated with either the UI action 'Count
counters when a counter is updated with
Licenses' or after the daily job 'SAM License Counters'.
either the UI action 'Count Licenses' or after
the daily job 'SAM License Counters'
Asset
Management
PRB631108
Asset tracking strategy is not preventing the
creation of assets when receiving purchase
orders
Assets (alm_asset) records are created when receiving purchase orders,
even when the asset tracking strategy is set to 'do_not_track'.
Asset
Management
PRB655688
ProcessorDefinitionsUtils method
_harvestProcessorDefinitionFromComputer
relies on CPU Type and ends up blank
For discovered CI's which have the following results for the processor from
the probe,
{"current":{"cpu_vendor":"GenUIneIntel",
"cpu_core_count":4,"cpu_speed":1999,"cpu_count":4,
"cpu_name":"Intel(R) Xeon(R) CPU
E5-4603 0 @ 2.00GHz","cpu_core_thread":2}}
the processor information is generally set to null. This negatively impacts
users who have licensing plugins in their environments which calculate the
licensing costs on processor information.
Asset
Management
PRB664014
Transfer orders stock does not reflect in
personal stockrooms
Asset
Management
PRB639427
OOB Business Rule 'Push Status to Asset/
Consumable' has typo error at line 41
Asset
Management
PRB636464
Duplicate error message when adding more
Entitlements
Asset
Management
PRB623554
When creating an Asset, the Cost of the
Model is not correctly applied if using
'single currency model'
Authentication
PRB652406
MultiSSO: IDP initiated requests are
MultiSSO: IDP initiated requests are handled even for inactive Identity
handled even for inactive Identity providers. providers. Need an isActive check in the Installation Exit.
Need an isActive check in the Installation
Exit
When creating an Asset, the Cost of the Model is not correctly applied if
using 'single currency model'. For example, the user has a model which
is $100 and the single currency model is set to use Norsk Krones (from
Norway). When creating an asset, the price should be ~ 800 KR, but 100
KR is applied instead.
| Helsinki Fixes | 5
Problem
category
Parent
Short description
Description
Authentication
PRB585114
Instance has a custom 'ip_access_list' deny
rule which is activated and prevents user
access to the instance
Users are denied access due to a custom 'ip_access_list' deny rule that is
available on the instance and is being activated inadvertently.
Authentication
PRB619293
glide.authenticate.external active, SAML
login installation exit inactive, users can
access instance with email address
glide.authenticate.external is active, SAML login installation exit is
inactive, and users can access instance with email address.
Authentication
PRB644129
Multiple 'prevent xxxxx' messages after
session times out
Business Logic
Processing
PRB657790
Business rule on List causing Group By to
give incorrect count
Running a before query business rule on table seems to give incorrect count
when Grouped By vs. regular List View.
Change
Management
PRB655392
Create normal change UI Action not
working after upgrade
When creating a change by using the UI context menu, the change number
is not filled.
Change
Management
PRB666013
Custom change types are removed on
activating Change Management - Standard
Change Catalog plugin
Change
Management
PRB668065
Non-admin users receive an error that a
mandatory field is not filled in on Standard
Change Proposal form even when the field
is populated
Non-admin users receive an error ("The following mandatory fields are not
filled in: Change Request values") on the Standard Change Proposal form
when attempting to update the record, even when the field is populated.
The values are not visible to the user due to StdChangeUtilsSNC. This is
confusing to the end user.
Change
Management
PRB662998
Maintenance Schedules with an empty
'Applies to' field are incorrectly included
when checking for Configuration Item
conflicts on a Change Request
Maintenance Schedules with an empty "Applies to" field are incorrectly
included when checking for Configuration Item conflicts on a Change
Request. This can affect performance.
Change
Management
PRB666225
Minor release upgrades of Geneva family
revert change workflows to OOB versions
Minor release upgrades of Geneva family revert change workflows to OOB
versions.
Change
PRB660887
Management
Conflict Detector
ChangeCheckConflicts.bUIldAncestorClassInfo
The bUIldAncestorClassInfo method (of the ChangeCheckConflicts script
still using cmdb_ci for aggregate against
include) still uses the cmdb_ci table to perform the aggregate to return back
sys_class_name - causing long running inner the table ancestor's cmdb children tables.
join
| Helsinki Fixes | 6
Problem
category
Parent
Short description
Description
Change
PRB662990
Management
Conflict Detector
Geneva check() method of the
ChangeCheckConflicts script include
contains setWorkflow(false), which is
causing the workflow to hang
If a user calls the ChangeCheckConflicts.check method from a UI script
or business rule, the script contains setWorkflow(false). This suppresses
business rules and the workflow engine, and the workflow hangs for users.
Change
PRB652219
Management
Risk Assessment
Risk not being set when matching risk
condition sets risk to 'Leave alone'
When risk conditions and risk assessment are used together, the risk is not
set if the matched risk condition sets Risk and Impact to Leave Alone.
Change
PRB633263
Management
Risk Assessment
Closing Risk Assessment UI Page without
submission, does not remove created and
empty Task Assessment record
When the 'Fill Out Risk Assessment' UI action opens the UI page 'Risk
Assessment' (survey_take), the system creates an empty Task Assessment
record to honor the relationship between Change Request and Task
Assessment that is being created. If user changes their mind and closes
the 'Risk Assessment' UI page, the system retains the newly created
relationship as well as an empty Task Assessment record. This is contrary
to the default behavior of the 'Close' (x button in the top right corner) on
any UI page, and users expect no record to be created or, if something has
been created, to be cleaned on 'Close'.
Chat
PRB667413
Open Connect Mini is not working in ESS
Portal
Chat
PRB657695
Old Chat_Queue_Entry need to be
converted to work with Connect Support
The old Chat_Queue_Entry records created by legacy chat do not leverage
the state field. This field is used to track whether or not a queue_entry has
been accepted, abandoned, or completed by a support agent in the new
Connect Support. A fix script is needed to convert upgrading customers to
this new data model so their pre-existing records do not cause any issues
with the new app.
Chat
PRB654057
Connect Actions module points to legacy
Chat Actions table
The Connect Actions module points to the legacy Chat Actions table.
Chat
PRB665658
[GP6, HP1] Connect Support customer chat
window displays scrollbars in IE11
In Geneva, the Connect Support customer chat window displays scrollbars
in IE11.
Chat
PRB654048
Chat notifications / functionalities are not
working correctly in Connect sidebar
When a new chat is started by an end user, the chat admin queue on the
Connect view does not update to show that one is waiting. You have
to reload the page to see there is one waiting with the 'Accept' button.
When the admin clicks on 'Accept', the button disappears and nothing else
happens.
| Helsinki Fixes | 7
Problem
category
Parent
Short description
Description
Chat
PRB655303
Having high number of open discussions in
Connect Chat is causing performance issues
in the instance
When a user has a high number of open discussions in the Connect Chat, it
takes up to 4-5 minutes for the instance to load completely.
Chat
PRB648757
No notification sent when chat agent leaves
chat
Chat queue users are not notified when a Chat Agent leaves a chat room.
Chat
PRB667768
Connect chat timestamps are inaccurate and
do not update during chat session
Users actively in a Connect chat see all new messages stamped with 'just
now' for their time. The only way to update the times is to refresh the
window. Even when updated, times labeled 'x hours ago' are too inaccurate
for critical use situations.
Chat
PRB658368
Connect follow buttons appear on the update After enabling the Connect application, the follow buttons appear in each
form multiple times
section of the form when the user does an update all / update selected.
Chat
PRB661633
Add ability to make custom Idle time
message and add it as Macro
As admin, you should be able to: - Customize the idle message for an end
user - Customize the last message for an end user (when agent closes a
chat)
Chat
PRB654922
Agent's active chats close after agents send
first messages
Agent's active chats close after agents send first messages.
Chat
PRB661136
Modifying the default value of the task.state
field causes new Connect Support chat
sessions to break
If a user customizes the default value of the task.state field, this can
cause new Connect Support chat sessions to break. The chat_queue_entry
table extends the task table, and underlying code appears to be reliant
on the chat_queue_entry records having certain states. If the new
chat_queue_entry record does not have one of these states, then new
Connect Support sessions cannot be created. The end user immediately
sees the message, "You have closed this support session" and a 500 Internal
Server error is encountered in the browser console:
java.lang.IllegalArgumentException:
Couldn't find the chat_queue_entry record (id
= null)
Chat
PRB663733
Users can send Connect Support requests to
deactivated users
Users are able to send Connect Support requests to users who are not active
in the instance.
Chat
PRB656637
Agent can see Requester is typing, but
Requester cannot see that Agent is typing
for Chat initiated through portal
End user cannot see presence when chatting with an agent.
| Helsinki Fixes | 8
Problem
category
Parent
Short description
Description
Chat
PRB665512
While requesting for a catalog item, edge
collapses when tabbed
Chat
PRB668020
Need method to specify Chat Actions
[connect_action] order and display
Need method to specify the order and display of Chat Actions
[connect_action].
Chat
PRB661336
GENEVA: Connect: Support agents cannot
join record conversations on records they
create in support conversations
Support Agents cannot join record conversations pertaining to the records
they create from a support conversation. This is due to the conversation
being spawned using the same record that the support conversation is tied
to. This issue was fixed in Helsinki but is still an issue in Geneva.
Chat
PRB657526
Connect support - Case disappears when
submitting an incident
Connect support - Case disappears when submitting an incident
CloudDev PRB625436
ServiceManagement
Oracle error in logs (ORA-01438) listed as
SEVERE
The dimension data instances are showing a SQL error in their logs (see
Steps to Reproduce). This appears to not affect the users, but it 'appears' to
be the problem when looking for problems with the instance.
Cloud
Management
PRB654060
On an upgraded instance (F to G), newly
provisioned stack with old catalog item does
not show output, resources, template
Cloud
Management
PRB651158
azure: Images are not discovered for
Microsoft and Oracle events
Azure: Images are not discovered for Microsoft and Oracle events, even
though MicrosoftWindowsServer publisher is enabled in Image Publishers.
Same for Oracle.
Cloud
Management
PRB652349
VMware provisioning does not support thin
provisioning storage for Virtual Machines
If a VMWare is provisioned with the 'Thin' provisioning type, ServiceNow
attempts to reserve the full size of the disks to be provisioned (as with
'Thick' provisioning), even though much less is likely to actually be used.
If enough space for the full (maximum) disk size is not available on a
datastore, that datastore will not be allowed.
Cloud
Management
PRB653756
AWS billing download does not work in
newer regions (e.g. Frankfurt, Beijing) that
reqUIre V4 signature
Cloud
Management
PRB663054
AWS Discovery failing to discover images
in US Regions: Errors in Discovery log
Cloud
Management
PRB657865
Public IP not visible on the VM list
Public IP should be visible on the VM list view for Azure / AWS and
VMware. However, it currently reqUIres 5-6 clicks before the user can
get to it. All information about the VM should be current and available to
| Helsinki Fixes | 9
Problem
category
Parent
Short description
Description
the user as soon as the VM is ready for use (i.e. booted and ready for login
from an operating system point of view). The end user needs access to the
VM (IP address / SSH / RDP methods, proper routing into the VM, sec
group that allows these protocol access, credentials etc).
Cloud
Management
PRB652931
sys_ids show up in catalog variables on
request table (VMware)
In some cases, sys_ids are showing up instead of the correct string value for
catalog variables when looking at the request after a VM is ordered.
Cloud
Management
PRB662553
AWS Discovery credential ID should
be set in the launcher instead of
AWSRESTMessage
The credential ID is already handled in the launcher, but the logic needs to
be removed in AWSRESTMessage.
Cloud
Management
PRB657375
Upgrade: Using ec2 cat for item stack or
VM created in Fuji after an upgrade to
Geneva fails provisioning
Cloud
Management
PRB651230
ListStackResources does not pass StackId
for subsequent calls
When discovering CloudFormation stacks that have a large number
of resources (> 100), the ListStackResources call will be split into
multiple pages. Subsequent calls are supposed to send the NextToken and
StackName parameters. Currently, only the NextToken parameter is passed
for API calls after the first set of results from ListStackResources.
Cloud
Management
PRB655672
Update AWSUtil to process resolve name
from the nameObj in the normalized object
Update AWSUtil to process resolve name from the nameObj in the
normalized object.
CMDB
PRB615342
When removing a relation from Task
relations, a delete message is shown even
when the operation is aborted
When removing a task relation, the message 'Selected relations have
been deleted' appears. This seems to come from relations.java and does
not actually validate that the operation was committed. If the user has a
business rule or some other processing that prevents or aborts the delete
action from completing, the system is incorrectly notifying the customer
that the relation was deleted even though it was not. The system should not
prompt this message until after the operation is complete, not immediately
on click.
CMDB
PRB649688
The Affected CI notifications business rule
can slow down the system with excessive
notifications when there are many CI parent
relationships
The 'Affected CI notifications' business rule can slow down the
system with excessive notifications when there are many CI parent
relationships. In PRB597787, the traversal was changed from depth-first
to breadth-first, and the 'NotifyAffectedCI.max_rel_level' property was
introduced to allow configuration of how deep the system would gather
relationships. However, users still can run into this issue even if they set the
'NotifyAffectedCI.max_rel_level' property very low.
| Helsinki Fixes | 10
Problem
category
Parent
Short description
Description
CMDB
PRB672916
CI Relationship Manager fails to create
relationships if source CI name starts with #
CMDB
PRB644787
In CI Relations Formatter, link to list of
currently opened changes shows the wrong
number
The change_request icon for a Related Item shows 'Click here to see # of
currently opened changes,' but when you click on the link, the list shows
more than that number of changes.
CMDB
PRB651930
When in Tree view, Relationship Formatter
Indicators show 'Click here to see 1
undefined' and redirects to a non-existing
page
When viewing Related Items in a CI using Tree View, and when there
are one or more records in the past (e.g. changes) which affects the
CI, the following message appears when mousing over: 'Click here
to see 1 undefined'. When clicked, it redirects to a non-existing page
(changes_past_list.do).
CMDB
PRB649205
cmdb_ci.install_status and
cmdb_ci_hardware.hardware_status have
similar labels and cause confusion for users
Users will add the 'Status' field to cmdb_ci lists and not know
whether or not they are seeing the cmdb_ci.install_status values or the
cmdb_ci_hardware.hardware_status values. This causes users to believe
that there is either incorrect or missing data when viewing the lists.
CMDB
PRB657305
'CI Relations' related items header is missing When the 'CI Relations' field is added to the Configuration > Servers >
in cmdb_ci_win_server form when 'Tabbed Windows server form layout inside a tab (there should be multiple tabs
forms' is ON
present with other data), its header display depends on the state of 'Tabbed
forms'. If the 'Tabbed forms' state is ON, then the Related items header
disappears. If the 'Tabbed forms' state is OFF, the Related items header
appears.
CMDB
PRB661858
Re-parenting of cmdb_ci to cmdb
during upgrade to Geneva can cause
customizations/column data to be lost
CMDB
PRB611885
Print of problem does not show relationship
type
The Task Relations formatter does not show relation labels when in print
preview.
CMDB
PRB659566
Need to update multiple asset records and
add CI relationships that do not remain and
corrupt the data in the table
A user can select multiple assets and select 'update selected', add a CI
relationship, and save. When the user looks at the individual CI records, the
relationship does not seem to exist.
CMDB
PRB663307
Add Relationship Editor is not working
When a dot-walked column (referenced or extended) is added in the
when the CI Relationships are enabled and
cmdb_ci list view, the relationship editor fails to load the configuration
when any reference or extended field (Ex:
items in the CI section.
'owned_by.cost_center') is added in cmdb_ci
table list view
| Helsinki Fixes | 11
Problem
category
Parent
Short description
Description
CMS
PRB605118
iFrame does not resize correctly
When a portal page is rendered in an iFrame with the sizing option 'Expand
to Fit content', the resize does not work. On a CMS page with catalog
items, when clicking Preview to display additional information and then
collapsing the information, the footer does not resize correctly.
CMS
PRB636318
Adding gauge or report to a CMS page
results in 'You are not authorized to view
this page'
If a user adds a report to the a CMS page, once you load the page, the error
message 'You are not authorized to view this page' appears. After a refresh,
the message goes away.
Configuration
Management
PRB632901
Resolved issues with snc_enc.py and ENC
Web Service
1. For customers whose Puppet Masters are running Python version 2.6
or prior, puppet_enc.py (script to send SOAP request to instance to ask
for a node's configuration) cannot properly find the response body. In
Python versions 2.7+, the xml.etree.ElementTree module has added
support for XPath expressions for locating elements in the tree. Previous
Python versions do not support this feature.
2. There is no validation on the 'Environment' field of the Puppet
Node Definition form. - Puppet only supports certain module
names (http://docs.puppetlabs.com/puppet/3/reference/
modules_fundamentals.html#allowed-module-names).
Contextual
Search
PRB652265
'Content Items' pointed to external content
exhibit counterintUItive behavior when
appearing in contextual search results
Content Items allow you to include links to external content within
a service catalog, and you can set it to open in either a new window/
tab, or within the catalog. When a content item pointed at external
content appears in contextual search results, and it is set to 'Open in
New Window/Tab', clicking the link opens up a 'preview' mode with a
blank page. This is counterintUItive, as it is unclear as to exactly what
you are meant to do from this 'preview' mode. Clicking the 'Order' link
opens up the link as desired. http://wiki.servicenow.com/index.php?
title=Contextual_Search http://wiki.servicenow.com/index.php?
title=Adding_Content_Items_to_Service_Catalog
Contextual
Search
PRB653379
The 'Search As' feature of Contextual Search The 'Search As' feature of Contextual Search only works if the searching
only works if the searching user has admin
user has administrative privileges.
privileges
Contextual
Search
PRB653217
Table Configuration (cxs_table_config)
records are able to be added to scopes other
than Global
While working in a scoped applications update set, records from the
Contextual Search configuration records (in the Global scope) are able to
be edited without warning. This causes a global scope update to be added to
the application's update set, preventing it from loading on other instances.
| Helsinki Fixes | 12
Problem
category
Parent
Short description
Description
Contextual
Search
PRB636591
Contextual Search searches using the Short
Description field when not configured to do
so
Contextual search searches are using the Short description
[short_description] field when not configured to do so.
Contextual
Search
PRB664122
Setting 'glide.UI.escape_all_script' system
property to true breaks contextual search
Setting 'glide.UI.escape_all_script' system property to true breaks
contextual search results display.
Contract
Management
PRB640837
'BUIld Terms and Conditions' UI action
does not work for users in other languages
than English
If you create a new contract in oob and add some terms, while using
a different language then English, the bUIld Terms & Conditions will
not display on the form, as the translated value is not updated in the
sys_translated_text.
Core Platform
PRB626458
'Sync on Display Reference Qualifier'
business rule causes the 'Use reference
qualifier' field on dictionary records to
revert to 'Simple' when saved as 'Dynamic'
or 'Advanced'
The 'Sync on Display Reference Qualifier' business rule is causing the 'Use
reference qualifier' field on dictionary records to revert back to 'Simple'
when saved as 'Dynamic' or 'Advanced'.
Core Platform
PRB643701
Dropdown field value - although it exists in
the post - is not getting saved in the DB
A drop down field value is not saved in the database when you try to insert
a record, but it does get saved when you update the record.
Core Platform
PRB640777
SysUserList - Contains a static initializer
SysUserList.java contains a static initializer. This static initializer fails
(throws exception) on its execution, and the JVM will only run the static
initializer once in order to guarantee thread safeness. This means that any
future attempts to instantiate a SysUserList will fail.
Core Platform
PRB663496
Users with elevated privileges can drop
OOB columns on production systems,
leading to data loss
Core Platform
PRB665275
'event' object cannot be used in the condition For a script action in Global or Private scope, 'event' object is not usable
script of a script action record
in condition script. If the Condition is bUIlt using the 'event' object,
the script action will be processed for each event, regardless of the
expected condition evaluation (see PRB596989). Such a condition
will cause an error to be logged in the system log with message
'org.mozilla.javascript.EcmaError: "event" is not defined'
Core Platform
PRB638262
Instance unable to complete SOAP requests
when using HTTP/1.1
The following error message is returned when attempting to post a
significant number of SOAP messages to the instance:
'505 HTTP Version Not Supported at
| Helsinki Fixes | 13
Problem
category
Parent
Short description
Description
/opt/nimsoft/perl/lib/site_perl/5.14.2/
ServiceNow/Connection.pm line 70'.
Core Platform
PRB649276
ScopedGlideRecord causes comparison
operators to fail
ScopedGlideRecord causes comparison operator to fail.
Core Platform
PRB631359
decodeURI in ServiceNow trims most of the decodeURI in ServiceNow trims most of the beginning of the URL.
start of the URL
Core Platform
PRB646579
Request body not consumed for POST
HTTP request, which impacts the
subsequent HTTP request to fail with '501
Not Implemented' error
From Eureka onwards, if we make a HTTP POST request and the server
does not consume the request body, it causes the subsequent HTTP request
to fail with '501 Not Implemented' error. There seems to be an issue with
the existing Tomcat version, and if we upgrade the Tomcat version to
'7.0.64', it resolves the problem. This issue occurs intermittently. This is the
underlying issue for PRB646574 (possibly PRB610717 as well).
Core Platform
PRB647847
Updates to translated fields fail unless using
English language
When you activate the French Translations plugin and try to update a
translated field in any record, these records remain untranslated.
Core Platform
PRB648236
Cast Exception is thrown when JSON
encodes an object with key value as integer
in scope app
A cast Exception 'java.lang.Integer cannot be cast to java.lang.String' is
thrown when JSON encodes an object with key value as integer in scoped
app, but it works as expected in global scope.
Core Platform
PRB627925
Call Packages script getting truncated in
Geneva (Oracle database)
Call Packages script is getting truncated in the Geneva release.
Currency
PRB665464
Price formatting issue in service catalog
Currency
PRB598926
If country code is DE, currency does not
format correctly
If the country code is DE, currency does not format correctly and provides
an incorrect number.
Currency
PRB655706
With single currency model as Euro,
working on a currency field does not save
the correct value of the amount entered
With single currency model as Euro, working on a currency field does not
save the correct value of the amount entered.
Currency
PRB605810
Show Matching on currency field generates
a different query from a manually
constructed filter
Show Matching on currency field generates a different query from a
manually constructed filter. From the breadcrumb (display): All > Price
= $500.00 Query from Show Matching: price=500 Query from manually
constructed filter: price=javascript:getCurrencyFilter('sc_req_item','price',
'USD;500')
| Helsinki Fixes | 14
Problem
category
Parent
Short description
Description
Customer
Service
Management
PRB650210
CMS Page edit issue
In Content Management, open any customer service page, click on the 'Edit
Page' related link, you will see error like: Unable to find table: xxx and
GlideMobileExtensions is not allowed in scoped applications
Database (I/f)
PRB636312
The sys_attachment table limits the
size_bytes and size_compressed fields to
2GB
When uploading an attachment, if the attachment is greater than 2GB, the
sys_attachment.size_bytes (and size_compressed) field is limited to 2GB
(2^31 - 1, to be precise), and so the following query is unreliable:
SELECT SUM(size_bytes) FROM sys_attachment;
The following query is more reliable:
SELECT SUM(length) FROM sys_attachment_doc;
But it is much more resource-intensive to get the result (especially since an
attachment greater than 2GB will generate many over half a million entries
in sys_attachment_doc), and the length field is not in any index.
Data
Certification
PRB648022
Unable to select entire certification row
when selecting far left checkbox in list of
objects to certify in Internet Explorer 9+
Prior to Fuji, when a row is selected to certify certain fields for a
certification task, it selects all the checkboxes on this row. This is no
longer the case in Fuji, where each checkbox in a row needs to be manually
selected. However, if the certifications within the certification task form
is directly reloaded (Refresh List UI Context), selecting a row now checks
every checkbox within that row will work.
Data
Certification
PRB645482
Strict comparison used in the business rule
in the plugin causes unexpected behavior in
task records
The strict comparison in the Certification Task Values business role within
com.snc.certification_v2 has caused issues of task records not closing or
behaving as expected.
Data
Certification
PRB647445
Certification Task appears uncompleted if
a cmdb_rel_ci record is deleted before it is
certified
When a record is deleted before it is certified with a certification task, there
could be related cert_element records left in an orphaned 'pending' state.
This causes the business rule 'Certification Task Values' to not update the
certification task as expected because it sees a pending cert_element for a
non-existent record.
Data
Certification
PRB663598
Change in the BR 'Certification Task
Values' in Fuji causes performance issues
The Fuji change to the Certification Task Values business rule is causing
performance issues. Certifying any task takes more than 2 minutes, and the
UI becomes unresponsive during that time. This causes the table to handle a
large result set.
| Helsinki Fixes | 15
Problem
category
Parent
Short description
Description
Data
Certification
PRB636694
The 'cert_element.assigned_to' field can
contain both user or group sys_ids
The 'cert_element.assigned_to' field can contain both user or group sys_ids,
depending on the setup of the 'cert_schedule' table. This affects reports on
the 'cert_element' table when looking at the assigned_to field.
Date and Time
PRB650154
Exact dates & times in Templates are
converted from UTC to system time before
inserting
Templates that contain exact dates are first converted from UTC to system
time and then inserted into the relevant field. However, the user inserts the
time into template as if it were system time, not UTC.
Date and Time
PRB661065
SimpleDateFormatEx not formatting
correctly, causing wrong display values in
GlideDateTime
GlideSimpleDateFormatEx is not formatting the date correctly for the first
4 days of the year (at minimum) if the date pattern uses lower-case 'h' for
12-hour format. Later dates seem to work as expected. This is used to get
the display value, so it causes the first days of the year to have an incorrect
display value. The 2nd of January 2016 will get displayed at the 2nd of
January 2015.
Date and Time
PRB665916
ORA-01830: date format picture ends before Currently, 'date' fields are not reformatted when sending the query to
converting entire input string
Oracle.
Demand
Management
PRB627978
Demand Management plugin does not add
the correct state choice labels in correlation
to the wiki for recording decision records
When activating the Demand Management plugin, the
state choice labels that are listed on the wiki are not added
to the state field (http://wiki.servicenow.com/index.php?
title=Using_Demand_Management#Recording_Decisions).
Demand
Management
PRB657346
Geneva upgrade causes issue with custom
bubble charts
Geneva upgrade causes issue with custom bubble charts.
Demand
Management
PRB644374
GlideCompositeField is not defined when
composite field is on filter on the homepage
GlideCompositeField is not defined when composite field is on filter on the
homepage
Dependency
Views (BSM
Map)
PRB651844
Custom fav icon is not used on BSM Maps
page
The custom fav icon is not used on the BSM Maps page.
Dependency
Views (BSM
Map)
PRB645896
BSM Map icons create image ghosting
when they move
In the Microsoft Edge browser, Next Generation BSM map icons create
image ghosting of text when they move.
Dependency
Views (BSM
Map)
PRB652810
Errors when expanding BSM icon in
horizontal view
Client side debugging displays the following error:
Error evaluating custom function: TypeError:
Cannot read property
'split' of undefined(…)
| Helsinki Fixes | 16
Problem
category
Parent
Short description
Description
The following error displays at the top of the form:
Could not execute custom action 'expand() {//
Focus and fetch data...'
Dependency
Views (BSM
Map)
PRB634796
NG BSM Map Cluster nodes do not show
Downstream/Child relationships of a Windows Cluster CI are not shown
downstream child cmdb_rel_ci relationships on the NG BSM Map. Children are not shown when focused on the
parent Cluster. If they are CIs with relationships to each other (using
cmdb_rel_ci), child CIs of a Windows Cluster node (that are not a part of
the cluster as defined in cmdb_ci_cluster_node) are not added to the map if:
1. The cluster node is expanded but it had no contained CIs
2. The cluster node is still collapsed
Dependency
Views (BSM
Map)
PRB654256
New update sets for BSM Context Menu are
unable to be retrieved
Dependency
Views (BSM
Map)
PRB629024
BSM Map shows nodes for CIs that ACLs
should be hiding
ACLs that should be completely hiding CIs from users have no effect on
the BSM Map. If a BSM Map is drawn for a related CI, then the hidden CIs
are also shown as nodes, including the CI's name. This applies to legacy
BSM Maps and Next Generation BSM Maps in Fuji.
Dependency
Views (BSM
Map)
PRB650608
Special character 'é' is preventing the BSM
Save Map action
In the BSM map, a CI with the special character 'é' is causing the Save Map
not to save. The dev tools will show:
"Error: Failed to execute 'drawImage' on
'CanvasRenderingContext2D':
The HTMLImageElement provided is in the
'broken' state".
Dependency
Views (BSM
Map)
PRB647647
Next Generation BSM missing translation
In Next Generation BSM, there are missing filter and buttons translations.
When debugging Enable I18N Debugging, there is no prefix.
Dependency
Views (BSM
Map)
PRB659182
CI text overwritten on map - name not
readable
The reserved area for CI names is too small - only 13-17 characters are
visible, which is not enough for most CIs. When a user mouses over, the
full name is displayed over CIs next to the targeted CIs. This makes the CIs
unreadable, including the next CI name on the right.
| Helsinki Fixes | 17
Problem
category
Parent
Short description
Description
Dependency
Views (BSM
Map)
PRB648368
DV: BSM task information window title not The task information for the BSM map translation is missing.
translated
Dependency
Views (BSM
Map)
PRB630264
Dependency Views: NG-BSM filters should NG-BSM filters should save option toggles.
save option toggles
Dependency
Views (BSM
Map)
PRB665719
BSM views look different on Safari
compared to other browsers
Dependency
Views (BSM
Map)
PRB663857
Unable to view Discovery log properly
Dependency
Views (BSM
Map)
PRB658739
Geneva BSM OOB Filter Lists (depth,
location, and manufacturer) are populating
with unexpected values
In Chrome on Geneva Patch 1 Hot Fix 5, the filter lists for Depth, Location,
and Manufacturer in the BSM view are not displaying the correct/expected
values. There is no mention of a difference in the documentation for these
values from Fuji to Geneva, but the results are different.
Discovery
PRB649556
TransactionCancelledExceptions on
'ASYNC: Discovery - Sensors' jobs cause a
TransactionCancelledLoopException
'ASYNC: Discovery - Sensors' jobs are not releasing semaphores
upon completion, and exhausting worker threads are causing instance
performance issues.
Discovery
PRB660591
Nodes recycle/restart due to a JVM memory Nodes recycle/restart due to a JVM memory issue caused by high memory
issue caused by high memory consumption consumption by the Shazzam sensor in the Discovery sensor's jobs.
by the Shazzam sensor in the Discovery
sensor's jobs
Discovery
PRB651168
vCenter Discovery can spam audit history
of ESX Server records with value change to
disks_size field
Discovery
PRB651772
Rate exceed errors found during AWS
Discovery
AWS Discovery returns Method failed: (/) with code: 400. The input queue
shows <Code>Throttling</Code> <Message>Rate exceeded</Message>
Discovery
PRB663134
The 30-day table cleaner for the
CMDB_TCP table needs to be moved to 7
days
With large enterprise customers on busy servers, the CMDB_TCP table has
grown to over 10 million records. Processing from this table can take a long
time, and this can return over 500K rows for a single server. This caused
one node after another to fail.
On Safari, the BSM view appears with long rectangles, the rectangles do
not appear on Chrome.
| Helsinki Fixes | 18
Problem
category
Parent
Short description
Description
Discovery
PRB657990
Remove Run As user for SCCM Import
schedule jobs
The run as user needs to be empty for SCCM schedule jobs. Also, the
created_by user should be admin for SCCM import jobs because the Run
As field defaults to the created_by user if it is left empty. This causes
potential records to be created under the created_by user.
Discovery
PRB657098
Discovery of a load balancer ends up
associating the VIP of the LB to the CI
instead of the Management IP
Discovery and Service Mapping are clashing. Service Mapping is unusable
if discovery is being used - host detection fails.
Discovery
PRB652985
HyperV in Windows Server 2012 R2 is not
able to discover.
Microsoft moved the location of the Hyper-V information in Windows
2012 R2. - Older versions have the data stored in root\virtualization\ Newer versions have the data stored in root\virtualization\v2\. Refer to
https://community.servicenow.com/thread/166195.
Discovery
PRB650025
When discovering Windows servers, 'Valid'
field on serial number table is setting to
false for all records in serial number table.
Discovery
PRB650226
Orchestration SSH Command Activity is
causing issues on AIX due to a command
called 'command'
In AIX and Linux, there is a command called 'command.' The issue
appears to be occurring due to the 'sh command' line, which calls the file
'command.' Due to the PATH variable, on AIX this is causing the /usr/bin/
command to get picked up when the 'sh command' is being called from
the stub2 script. As a result, when stub2 is run, this does NOT execute the
'sh command' script. 'sh command"'should be changed to ensure that the
correct 'command' script is being explicitly called.
Discovery
PRB663295
SNMPv3: getbulk causes failure with
subsequent walk on different device
A user's instance has discoveries of different devices using
different SNMPv3 credentials. The second device runs probes with
use_getbulk=true, and re-discovery of the second device fails at
classification because no results are returned (only a timeout/authentication
failed error).
Discovery
PRB651846
'UNIX - OS Uptime' probe generating
DateFormat.parse exception during
discovery of localized Linux/Unix
computers
Since Fuji, when the MID server is running the 'UNIX - OS Uptime' probe
against a localized Linux/Unix computer (e.g. locale set to French), the
return of the uptime;date '+%a %b %e %H:%M %Z %Y' command is not
properly parsed, and an exception is generated.
Discovery
PRB658502
'Windows - Installed Software' Discovery
sensor script skips details of software
instances if there are duplicate keys where
neither has an uninstall string
The "Windows - Installed Software" sensor script causes some software to
be skipped. This means that information such as the Installed Date is not
updated in the cmdb_software_instance table, even though the data is there.
| Helsinki Fixes | 19
Problem
category
Parent
Short description
Description
The ecc_queue payload data for 'Configuration Manager
Client' looks like the following. In this case, InstallDate is
not entered in the cmdb_software_instance record: .. <entry
key="19BF4688EE4961F41A44D0282A2340D9"> <entry
key="InstallProperties"> <entry key="InstallDate"> <value>20150921</
value> </entry> <entry key="Publisher"> <value>Microsoft Corporation</
value> </entry> <entry key="DisplayName"> <value>Configuration
Manager Client</value> </entry> <entry key="DisplayVersion">
<value>5.00.7958.1000</value> </entry> </entry> </entry> .. <entry
key="{8864FB91-94EE-4F16-A144-0D82A232049D}"> <entry
key="InstallDate"> <value>20150921</value> </entry> <entry
key="DisplayName"> <value>Configuration Manager Client</value> </
entry> <entry key="DisplayVersion"> <value>5.00.7958.1000</value> </
entry> <entry key="Publisher"> <value>Microsoft Corporation</value> </
entry> </entry> ..
Discovery
PRB646111
ECC Queue State is not set correctly for
ECC events from the VMware extension
Although the events work correctly for VMware, the record in the ECC
Queue is not set to 'Processed'.
Discovery
PRB654851
'No sensors defined' error for custom sensor
'Windows - OS Information'
Discovery
PRB656152
TCP connections not detected on Solaris
local zones
TCP connections are not discovered on Solaris local zones.
Discovery
PRB660627
Ignore default route in DeviceL3Mapping
DeviceL3Mapping is currently mapping servers to routers/switches with
the default route 0.0.0.0/0.0.0.0. The default routes needs to be filtered out
when considering relationships between servers and network devices, since
the default route is actually pointing to the default gateway. Currently, any
routers with the default route will get an IP Connection relationship to any
server, which is incorrect. See: http://oid-info.com/get/1.3.6.1.2.1.4.21.1.1
for defintion of default route value from SNMP.
Discovery
PRB660667
New Geneva discovery_net_base table
extensions are broken, causing problems for
Discovery Switch Sensors and GlideRecord
in general
With the Geneva update, all the dscy_.. tables extending dscy_net_base
have been replaced with a new set of discovery_.. tables extending
discovery_net_base. dscy_net_base extended cmdb_ci, but the new
discovery_net_base table does not. It is set as Extensible but has no Class
(sys_class_name) field, and so breaks the platform fundamentally. This
affects these tables, which are effectively invalid tables, and this breaks
Forms, **Security ACLs** and GlideRecord in general.
| Helsinki Fixes | 20
Problem
category
Parent
Short description
Description
Discovery
PRB654067
Unable to Discover MSSQL instances if DB A user has a setup where their MSSQL instance can only be accessed via
is on different port and default port (1433) is Windows Authentication, and the instance is running on a different port
not open
besides 1433. In our sqlinfo.ps1, there are several issues of when we try
to pull the 'port' details, and how we update the 'info.port' value that is not
allowing us to connect to the DB as expected.
Discovery
PRB657653
When running Discovery on an instance, the
Alteon load balancer is not discovered
Discovery
PRB662547
GENEVA - New VCenterSensor can
potentially update ESX CI and Asset records
with 'unknown' asset tag value and override
user-entered values
Discovery is overwriting the values that users input for the 'asset_tag'
field on their ESX Server CI and Asset records. This seems to be caused
by the new VCenterSensor script include where the 'AssetTag' value
is pulled from the vCenter for these ESX servers and update this field
accordingly. The value for 'AssetTag' that is pulled from the vCenter
can have the value of 'unknown', so users see this 'unknown' value being
updated in the asset_tag value for the respective CI and Asset records,
and the 'display_name' on the Asset records (which is comprised of
this 'asset_tag' field along with other fields) will also change to show
this 'unknown' name value. SNC product documentation states that the
'asset_tag' field is something that should be controlled and maintained by
the user. https://docs.servicenow.com/product/asset_management/task/
t_CreatingAssets.html
Discovery
PRB655676
DeviceL3Mapping is only adding
relationship to the first router that it finds
The DeviceL3Mapping script include is only creating relationships with the
first router that it finds, instead of creating relationships with all routers.
Discovery
PRB661999
File probe templates are broken in Geneva
Attempting to use a file probe template in Geneva or later causes a
NullPointerException.
Discovery
PRB639553
Handling of errors and warnings in CIM
1. cim_query.do fails to report errors
2. WbemQuery.java will retry invalid credentials.
3. WbemQuery.java will stop trying credentials or retrying if it does not
get a response.
4. An exception gets thrown if an intermediate query returns an empty
result. For example, the "SMI - Storage Server" probe has a query that
returns "pools", and a query that uses pools to get poolVolumes. If no
pools are returned, this causes an exception.
5. Some arrays (IBM SVC, EMC VNX5400) can report the warning
'CIM_ERR_INVALID_PARAMETER: CIM_HostedShare'.
| Helsinki Fixes | 21
Problem
category
Parent
Short description
Description
6. Netapp Discovery is reversing volumes and pools.
Discovery
PRB658534
CMDB data is created as system instead of
MID Server user
Prior to Geneva, CMDB data created/updated by Discovery was done by
the MID Server user. In Geneva, we changed the 'Discovery - Sensors'
business rule to run 'after' instead of 'async' to support ECC priority.
Because of this, the user who created the ecc_queue input record (again, the
MID server user) is no longer used to run the subsequent background job.
This is now done as the system user.
Discovery
PRB648245
The HelptheHelpDesk(HTHD) displays
wrong date/time value in the most recently
discovered field for the discovered asset
through the HTHD script.
The HTHD script is populating the wrong date/time value in the most
recently discovered field. The Date/time value is not consistent with the
timezone as set in the system properties.
Discovery
PRB649513
Errors with parsing results from 'Linux Storage' payload
When running the 'Linux - Storage' probe, several errors can occur:
1. An "EvaluatorException" error reporting against the
ProbePostProcessor script.
2. From running the probe, the following error occurred:
**** "Exception while running probe
post processing script: The undefined value
has no properties.
(sys_script_include.2b67f91637412100dcd48c00
dfbe5d67; line 85)
3. After doing some modifications to the "storage.bash" script, the
following error occurred:
**** "The undefined value has no properties.
(sys_script_include.33235a2a37422100dcd445cbbe
be5d22; line 683)"
Discovery
PRB660960
Need index on cmdb_tcp table
The cmdb_tcp table is queried frequently in the SNMP - F5 BIG-IP –
System sensor for Discovery. This becomes a very slow query for users
with a large number of entries in cmdb_tcp. The following query takes 64
seconds when cmdb_tcp has over 25,000,000 rows.
SELECT cmdb_tcp0.`sys_id` FROM cmdb_tcp
cmdb_tcp0 WHERE cmdb_tcp0.`absent` = 0
| Helsinki Fixes | 22
Problem
category
Parent
Short description
Description
AND cmdb_tcp0.`type` = 'on' AND cmdb_tcp0.`ip` =
'10.241.50.34' AND cmdb_tcp0.`port` =
444 limit 0,1 The query takes milliseconds after
adding the following DB index. alter
table `cmdb_tcp` add index `cmdb_tcp_ip_port`
(`ip`, `port`);
Discovery
PRB646124
Internet Explorer is not being parsed out of
payload
Internet Explorer is not being parsed out of payload.
<entry key="Internet Explorer"> <entry key="Registration"> <entry
key="ProductId"> <value>00392-918-5000002-85290</value> </entry> </
entry> <entry key="Version"> <value>9.11.9600.17239</value> </entry>
<entry key="svcVersion"> <value>11.0.9600.17239</value> </entry> </
entry>
Discovery
PRB641771
If SNMP Discovery of an IP Switch happens
to not pick up certain OID's during a large
scan, it can cause an IP Router record to get
created instead and thus potential duplicates
would be created
This issue was investigated in PRB586364. However, the solution that was
made for this (having an additional Identifier that tries to find a matching
record of a different class) does not always work, especially if we are
missing the necessary Serial Number OID's to match the existing record.
Discovery
PRB631742
In Fuji HTHD still writes to Disk >
Computer for filesystem information.
Discovery overwrites that field with
Disk information, and moved disk space
information to Filesystem-computer
When using Help the Help Desk, it will populate drive letter and disk
usage information in Disk > Computer. When we run a Discovery, the
information in Disk > Computer gets changed to disk model/size, and
the Filesystem > Disk gets populated with drive letter and disk usage
information. Prior to Fuji, the disk usage information was in Computer >
Disk instead of Filesystem > Disk.
Discovery
PRB650506
Process Classification - Apache
Server is not properly setting the
g_probe_parameters['httpd_command']
A user is running Discovery against Linux boxes running the httpd service.
For some of their installations, the path to the Apache binary is: /app/
apache2/mppmpanelist/prod/bin/httpd. Where the httpd_command should
have been set by the classifier to: '/app/apache2/mppmpanelist/prod/
bin/httpd' in this case, it is actually set to 'apache2ctl'. For this user, the
installation does not exist and causes the version information on the Apache
installation not to be populated.
Discovery
PRB645215
Issue with 'Serial Number' Identifiers when
dealing with multiple AIX LPAR's with the
same serial number
Customers have multiple AIX devices that have the same serial number
values, which causes problems because we are not creating the appropriate
CI records because of the default 'Serial Number' identifiers.
| Helsinki Fixes | 23
Problem
category
Parent
Short description
Description
Discovery
PRB639963
Windows probe result values not trimmed
by 3P
The serial number seems to have spaces at the end during Discovery, and it
is not being trimmed. This causes it to not match with what SCCM finds.
Discovery
PRB663782
Linux CPU Core Count calculation needs to
be per processor
In Fuji, the CPU Core count for Linux is per processor, whereas it is the
total count across all processors in Geneva. The CPU core count needs to
be calculated per processor to be consistent with Windows - CPU.
Discovery
PRB653935
Windows Classify sensor does not update
the hostname with the fully qualified
domain name (FQDN)
Discovery does not update the name of the Windows CI with the FQDN
when the Discovery property 'Include domain name in host name' is set to
true.
Discovery
PRB657191
AWS Discovery fails with auth error on first The first probe that fires for an AWS Discovery fails with a 401
probe
authentication error.
Discovery
PRB665123
Several 'Caused by error in
probe:PowerShell: Storage 2008/2012 at
line 1' messages in Discovery log for the
random sources when we run a Discovery
schedule.
Discovery
PRB648697
CD/DVD space is included in total device
disk space starting in Fuji
Discovery
PRB665679
vCenter sensor processing takes several
hours for large vCenters
Discovery
PRB644436
Issues with discovering IBM Storage
Volume Controller
Discovery
PRB641546
SNMP - Identity probe sometimes not
processing Serial Number for device - could
be part of larger issue with use of "typeof"
statement
Discovery
PRB653916
'awk' command in Solaris - Active Processes
script can return 'too long' message if the
result is large
Users get an error message whenever the PowerShell storage probe sends a
warning message without any warning content. It seems that PowerShell is
broken in some way and cannot send the content.
vCenter sensor processing can take several hours for extremely large
vCenters, and the probe payload can be 25+ MB. Performance needs to be
improved and the payload size reduced.
For an SNMP device where the only Serial Number value is coming from
'entPhysicalSerialNum', if the payload contains multiple 'entPhysicalEntry'
values and some of those do not have 'entPhysicalSerialNum' tags, the code
in the 'SnmpIdentityInfoParser' may process one of these 'entPhysicalEntry'
records without the Serial Number, and this will cause no Serial Number to
be record in the CI record as well as in the Serial Number table.
| Helsinki Fixes | 24
Problem
category
Parent
Short description
Description
Discovery
PRB650533
MID Extension failover is broken
MID Extensions such as 'SNMP Trap Collectors' do not fail over properly
when the MID Server Cluster is used.
Discovery
PRB645108
Sensor error when processing Solaris Storage ('Data size not parsable: NaN')
Sensor error when processing Solaris - Storage ('Data size not parsable:
NaN')
Discovery
PRB652260
Handling PowerShell response when there is Need to be able to handle PowerShell banners in the result.
PowerShell banner in result
Discovery
PRB645873
Hardware model gets replaced with
'Unknown' after successive discoveries with
CMDB identifiers
Discovery
PRB661936
Discovery source flips between Service-now The system reports periodically on timeline on changes in host. However,
and ServiceNow
comparison of the business service before and after the change does not
show changes in the host on the right pane.
Discovery
PRB614086
Large vCenter Discovery taking 24+ hours
to process the 'VMWarevCenterProbe'
When scanning a large vCenter on a customer's instance, it takes 20+ hours
to process the VMWarevCenterProbe on one vCenter.
Discovery
PRB662677
vCenter Discovery fails when Orchestration
and VMware support plugins are active
vCenter Discovery fails, and users see "Exception: DiscoveryDataRate
script doesn't exist."
Discovery
PRB636183
Process classification fails when the
condition contains 'Computer.Name'
In Fuji, process classification with Computer.Name qualifiers fails to
classify any applications. The same process classification without the
Computer.Name qualifier works in Eureka.
Discovery
PRB646422
Sensors for ADM taking illogical amounts
of time to complete, leading to sensor
timeout error
When running Discovery against an IP address, the user gets an 'sensor
time out' error for the ADM sensor.
Discovery
PRB606354
Powershell time out in Dublin reports
success
Powershell time out in Dublin should finish with a timeout error, but it
reports success instead.
Discovery
PRB635581
Run(run_type) field on Discovery schedule
reverts to Daily on first save of schedule
record
Run(run_type) field on Discovery schedule reverts to Daily on the first save
of the schedule record.
Users are intermittently unable to determine the manufacturer make and
model within Classification and Identity. Within DiscoveryIDSensor,
a check is performed to see if model_id information is available. If it is
not, we set the model to Unknown. For Windows, this information is
unavailable until the Windows: OS Information probe. But if the results are
cached, we are left with the Unknown model.
| Helsinki Fixes | 25
Problem
category
Parent
Short description
Description
Discovery
PRB649126
ADM: Script Include
EnrichProcessesAndConnections may fail
trying to lookup a process by ppid
The following message may appear during the Discovery of a Windows
machine:
Sensor error when processing Windows - ADM: The
undefined value has no properties.
(sys_script_include.7eb50b460a0a0b3f009981accbd08
ce2#58(eval); line 34)
Discovery
PRB629125
Redundant permission error when trying to
parse nonexistent file during Discovery
When pattern is trying to bring a file from a protected area, it first tries to
run 'ls' on the file without sudo and only if it fails with sudo. If the first
attempt fails on permission and the second succeeds, the system still shows
permission error on screen. This message should be eliminated.
Domain Support
PRB582685
Null Pointer Exception when domain table
does not contain a parent or u_parent field
When the domain table does not contain a parent or u_parent field, the user
cannot add a new domain record because it fails in DomainListener.
Domain Support
PRB655857
Domains: Upgrade to Geneva failing
when 'Domains' and 'Secondary database
Pools' plugins are installed and the Domain
Provider is either domain_numbers or
domain_paths
Upgrade to Geneva fails when 'Domains' and 'Secondary database Pools'
plugins are installed, and the Domain Provider is either domain_numbers or
domain_paths.
Domain Support
PRB645470
Choice lists that have a dependency on
another choice list are not working with
domain separation
Choice lists that have a dependency on another choice list are not working
with domain separation. If dependency (such as category and subcategory)
choice list values are created in one domain, and TOP accesses these choice
values within the form that uses the record domain where the choice list
values were created, the dependent choices (subcategory) are not visible;
only the category choice values are shown on the form.
Edge Encryption
PRB659963
User should be able to allow clear text data
in encrypted fields
Edge Encryption
PRB667903
Edge Encryption is inserting a record into
the sys_encryption_proxy audit history table
every 5 seconds per proxy
Edge Encryption
PRB656283
Encrypted attachments do not download
properly
| Helsinki Fixes | 26
Problem
category
Parent
Short description
Description
Email
PRB650262
Custom X-ServiceNow headers have correct Email client will write X-ServiceNow-SysEmail-Version:2 X-ServiceNowspacing only after they are sent
Source:EmailClient Later, when the email is sent, javamail will add the
proper spacing. The email client should be changed to write the proper
spacing in the first place.
Email
PRB649614
If a non-primary email device has a
cmn_notif_message defined, the system
does not auto-generate cmn_notif_message
for primary email, and the email is not sent
This is not push-specific. Any cmn_notif_message created before an email
has been generated for a notification will cause this issue.
Email
PRB662406
Email account user_name (used as 'from'
address) overwritten with upgrade
An upgrade caused email account configuration to be overwritten. Both
SMTP (outbound) and POP3 (Inbound) configurations were updated.
Username, password, server type, etc. for POP3 were changed. In addition,
the outbound email ID was changed for SMTP.
Email
PRB657714
Email client does not validate inactive user
in user group
When an inactive user is added into a user group, and the user tries to send
email via an email client to this group, the email is still sent to this inactive
user. This issue can be reproduced on an OOB instance. Normally, when
sending emails in an email client, you cannot see the inactive user in the To
address. However, when selecting the user group to send email in which
an inactive user is included, the email will be sent to the inactive user. The
email client does not seem to validate the inactive user when it is in a user
group. Even when the inactive user is deactivated in the cmn_notif_device
table, this issue still occurs.
Email
PRB668943
Email client does not open correctly
if glide.UI.escape_all_script = true.
JavaScript returns error: Uncaught
SyntaxError: Unexpected token ILLEGAL
on convert_urls
Email
PRB623448
Forwarded email with watermark skips
a forward inbound action when inbound
action table and watermark table do not
match
If an email is sent with the following conditions:
•
•
A forward prefix is in the email subject
A watermark is in the email body (where the watermark exists in the
instance and is associated with a record in the instance)
Then we will match the record number via the watermark. By matching the
watermark, we set the current record to the matched record, rather than the
| Helsinki Fixes | 27
Problem
category
Parent
Short description
Description
wiki-promised 'new' record. A sample error message when processing the
email looks like this:
"Action table 'problem' does
not match targeted table 'incident' for inbound
action 'Create Problem (Forwarded)',
email does not result in creation of new
record".
The expected behavior is that a forwarded email never matches on
referenced records, as documented on the wiki.
Email
PRB651212
Email Filters plugin [com.glide.email_filter] Activating the com.glide.email_filter plugin brings in unneeded files.
brings in unneeded sys_email_filter_action
records
Email
PRB652211
Email validation does not allow email
address with .s after .com
Any email from the system should be possible to send by utilizing secure
email. This is controlled by the email address when adding .s to the end of
the email address. Currently, if you try to send emails with the email client,
and you set address with .s, the email client still does not allow sending this
email (e.g. [email protected]).
Email
PRB646722
An ACL causes an error and restricts access
to email records
The sys_email (read) ACL throws an exception and restricts access to the
email record when the notification is based on the User [sys_user] table.
This occurs only when the email is not for the user and the user is not an
administrator. The issue can cause over-restriction of user access to emails
associated to the sys_user table.
Email
PRB562089
[NF] Users can no longer delete notification
preferences
In the My Profile module, trying to remove a subscription does not work. It
also does not throw any JavaScript errors.
Email
PRB638579
The width of a qUIck message is not
automatically resized
If you create a qUIck message with a very large name, the dropdown for
qUIck message will wrap the name of the qUIck message.
Email
PRB636104
Journal fields lose formatting in QUIck
Messages
Using ${comments} in a QUIck Message template does not work as
expected: all the incidents' comments are losing the line breaks and are
added as a single line text. The same works correctly (the comments are
correctly formatted) if used in a Notification template.
Email
PRB655895
When upgrading to Geneva, the 'stop
processing' field defaults to 'true' on any
existing inbound actions
Upgrading into Geneva sets all inbound actions' 'stop processing' field to
'true'. This is a behavior change and likely will break the inbound action
sequence when more than one inbound action is expected to run.
| Helsinki Fixes | 28
Problem
category
Parent
Short description
Description
Email
PRB593012
Users are unable to delete Notification
Preferences even when the delete ACL
allows this
When the delete ACL for cmn_notif_message evaluates to true, the users
are still unable to delete notifications. Changing the write ACL to evaluate
to true allows deletion.
Email
PRB667884
Email > Notifications has issues in advanced
view's "what it contains"
Email
PRB667023
Notification preferences for
ServiceNowPushApp cannot be turned off
correctly
Turning off the user notifications preferences for ServiceNowPushApp
device turns off the wrong notification.
Email
PRB670098
Notification preferences display records
related to 'inactive' email notifications
This is confusing when the instance is domain separated where the
notification preferences show duplicate entries (one for global and one for
the domain), even though the global one is disabled.
Email
PRB626684
glide.pop3.ignore_subjects does not work if
the guest user is inactive or locked out
The OOB glide.pop3.ignore_subjects are: out of office autoreply,
undeliverable:, delivery failure:, returned mail:, autoreply. If the guest
user is inactive or locked out, the inbound email processing still runs all
the inbound actions. The email is left in the Inbox mailbox and the state is
'ready' and the type is 'received'. When the guest user is active, the email is
'ignored by filter' and moved to the Junk mailbox, state is 'ignored' and the
type is 'received-ignored. Note: the Email Filters plugin is not active.
Email
PRB646150
Business rule: [Update Email Devices]
grammatical error in log statement
Email
PRB625943
Entering an invalid 'From' or 'ReplyTo'
email address for a notification prevents
emails from being sent
The system allows an invalid email address to be saved into a notification's
'From' and 'Reply to' advanced fields. Emails generated from this
notification fail to send, and an error message is inserted in the email's
error_string field.
Email
PRB651586
Login name to the SMTP server must be an
email address, otherwise the 'from' header of
the email is invalid and can cause server to
reject email
In a typical email setup, the 'glide.email.user' property is used to specify the
Reply To or From address. When the Email Accounts plugin is activated,
this property is transferred into the User Name [user_name] field on the
Email [sys_email_account] table. This value serves two purposes:
•
•
When SMTP Authentication is enabled, this field is used as the account
login user name.
When emails are sent, this field is also used as the From email address.
If a customer-specific email server is used, the server and the user account
login must be in the form of an email address. For example, if the user
| Helsinki Fixes | 29
Problem
category
Parent
Short description
Description
account on their SMTP server is 'snsmtp', it will connect, but the emails
sent out may fail with an 'Invalid address' on the server. Pressing Reply
in an email program will try to send the message to 'snsmtp', which fails
because it is not an email address.
Email
PRB662599
RP is undefined error occurs in some cases
when HR plugin is enabled and users try to
change notification preferences
When the HR plugin is enabled, it overwrites the Notification Preferences
UI Action and uses RP to determine the current view and preserve
it as addressed in PRB624997. However, the use of RP is said to be
discouraged.
Email
PRB655850
email_diagnostics displayed displaying
Invalid connection for starting
ProgressWorkers
When admin users go to Email Properties, the Outgoing Mail Server
(SMTP) is showing an Invalid Connection Error.
Email
PRB647788
Push is throwing exception after removing
last token due to feedback
If the last token has been removed from a push message, the sending should
be smoothly exited, as opposed to throwing an invalid JSON exception.
Email
PRB634016
Users with an SMS device subscribed to a
subscribable notification receive SMS even
when notifications are disabled, or user is
inactive
A user who subscribes an SMS device to a subscribable notification still
receives an SMS message, even when the user has disabled notifications
and is inactive.
Email
PRB625000
Using setAbortAction to prevent a copy
of a sys_attachment record halts the event
process
Using setAbortAction() to prevent a copy of a sys_attachment record
causes the event process to get stuck. While the system is bUIlding an
email notification, if the 'include attachments' option is selected, the process
hangs after setAbortAction() is called.
Email
PRB645649
Notification preferences do not refresh after
changing a notification
Email
PRB591193
&lt; and &gt; values are not being escaped
properly in [sys_email] record
The ( &lt; ) and ( &gt; ) values are not being escaped properly in the
[sys_email] record when a notification picks up content from an HTML
field.
Email
PRB646045
HTML editor escaping & to &amp;
breaking links in email notification
When bUIlding a link in a notification with '&' in it, the '&' gets HTML
escaped to &amp; and the URL is encoded to %26amp%3b. These are
invalid links.
Event
Management
PRB647195
Hyperlink in the Activity of an event is
incorrect
When you hover over an event, the URL shows .../sys_id=Open and the
description show the sys_id and not the word Open.
| Helsinki Fixes | 30
Problem
category
Parent
Short description
Description
Event
Management
PRB651320
Alerts from SCOM do not close in
ServiceNow despite receiving value 255
(=closing)
The SCOM connector groovy script contains regressions:
•
•
•
Alerts from SCOM do not close in ServiceNow despite receiving value
255 (=closing)
SCOM groovy script does not collect SCOM alerts with empty Node
field
Time of SCOM event is set to the time of the SN instance, not original
time when the Alert was created in SCOM server
Event
Management
PRB649744
Event rule grouping - cannot use js_function In eventRuleManager, there is overloading of js_function.
overloading
Event
Management
PRB655164
If mapping plugin is not active, remediation
does not work
Event
Management
PRB665737
When sent via JSONv2API, the time of
event is converted to GMT from the mid
user timezone
Event
Management
PRB649289
SCOM connector Event Type should be
populated by 'name' field
The SCOM connector 'Event Type' should be populated by the SCOM
'name' field.
Event
Management
PRB649741
ER - Customer cannot use event rules to
populate custom alert fields, and specific
OOB fields and cannot use it to search on all
the additional Info field at once
When a user uses transform rules to auto-populate fields, it does not always
work. The event's OOB fields are hard-coded, and all un-recognized fields
are copied to the additional_info field. When a user adds a new field to the
alert, they cannot use any rule to populate it, because we copy each nonevent field to the additional info. They cannot add it to the event either,
because we hard-coded take all non-known-event field into the additionalinfo field.
Event
Management
PRB655759
Upgrading instances with a large amounts
of events are repeatedly being restarted
by the Memory Watcher due to excessive
memory usage in the EventsMigration class,
preventing a successful upgrade
Upgrade-related incidents are caused by instances with a large amounts of
events being repeatedly restarted by the Memory Watcher, due to excessive
memory usage in the EventsMigration class. This prevents a successful
upgrade.
Event
Management
PRB655823
Impact calculator has memory issues
Impact calculator has memory issues. The following errors also appear in
the logs: External shutdown interrupted: no thrown error External shutdown
did not complete in time, doing JSW restart instead: no thrown error
If the mapping plugin is not active, remediation does not work.
| Helsinki Fixes | 31
Problem
category
Parent
Short description
Description
Event
Management
PRB663432
Wrong event time if MID and SCOM
connector run in time zone different from
instance time zone
MID and SCOM timezone is GMT-8, while the instance time and user
preference is GMT+2. The expected difference of the event time is 10
hours, but the actual difference is 16 hours. This causes the event to appear
in the future.
Event
Management
PRB650337
Event Rules: failed to switch to Advanced
mode
When creating a rule by suggestion of grouping, the user cannot move to
Advanced mode.
Event
Management
PRB652041
Not all events that enter the system are
processed
Not all events that enter the system are processed. This occurs when:
Event
Management
PRB646308
Change Event sending to bulk send without
creating sessions for each event
Event
Management
PRB664946
Race condition between job and business
rule can cause incorrect alert state changes
Event
Management
PRB649899
Events bucket column calculates to 0 if the
event contains the message_key property
The events bucket column (which is filled for working with multiple jobs)
always calculates to 0 if the event contains the message_key property.
Facilities Service PRB657080
Management
Category and subcategory fields are
duplicated on upgrade
Category and subcategory fields are duplicated on upgrade. This causes
issues with setting and retrieving values from the facilities_request table.
Facilities Service PRB654340
Management
When upgrading from Fuji Patch 5 to
Fuji Patch 8, all customizations were lost
on the cmdb_facreq_product_model and
cmdb_factask_product_model tables
Field Service
Management
PRB639806
Custom columns from 'wm_asset_usage' did ServiceNow engineers have identified an error that affects customers
not get migrated to the new 'sm_asset_usage' upgrading to Fuji or Geneva with the Work Management plugin active.
after upgrade from Eureka to Fuji
Instances that have additional, custom columns added to the tables in the
Work Management module may lose those columns and any associated
data during the upgrade.
Field Service
Management
PRB645953
Assigned to reference lookup not filtered by
skills as expected from wiki documentation
•
•
the client instance is configured with active and passive nodes
Event Management on the client is configured to work with multi
nodes (set by enabling the multi node event processing property in the
properties section of Event Management)
Wiki documentation indicates: "Only agents in the assignment group
who have the specified skills appear in the lookup list. If no agents in the
assignment group have the reqUIred skills, everyone in the assignment
group appears in the Assigned to field, and a message states that no
| Helsinki Fixes | 32
Problem
category
Parent
Short description
Description
group members have the skills." (http://wiki.servicenow.com/index.php?
title=Dispatching_Work_Order_Tasks#Dispatching_Tasks_from_the_Queue).
Tested this on a Fuji instance and regardless of skills assignment, the
reference lookup always lists all group members without any message
mentioned above.
Field Service
Management
PRB652678
Field Service Management - fix Visual
Dispatch issue - unassign an (accepted)
assigned work order task
Dispatchers manage the workload of the agents, not the agents themselves.
When in Accepted state, unassigning is not possible in Visual Dispatch,
even though the Dispatch Queue brings up the same record as a dispatch
you are able to unassign.
Field Service
Management
PRB635782
ACL issue glide.sm.default_mode
A user does not have the High Security plugin installed; however, an OOB
ACL using glide.sm.default_mode has being installed after upgrade from
Eureka to Fuji Patch 4. This ACL has caused all users to be unable to use
the instance.
Field Service
Management
PRB652707
Field Services modules all point to broken
lists of work orders with no fields on the
forms
If Field Service is not installed, Customer Service is creating the table
wm_order without extending from sm_order. Thus, all of the columns in
sm_order are unavailable.
Field Service
Management
PRB625261
Global ACL incorrectly updated during
upgrade or plugin activation
On an instance which has the High Security plugin enabled, a global
ACL is added that checks the glide.sm.default_mode property, which will
determine the overall behavior of ACLs. However, this plugin actually
removes the script and will change the overall behavior of the instance.
Field Service
Management
PRB622488
Cannot create drop off list using steps from
wiki
Submitting a new drop off list record, following the steps
from Wiki page (http://wiki.servicenow.com/index.php?
title=Executing_Work_Order_Tasks#Using_Drop_Off_Lists), results in an
error message: 'Severe inconsistency between asset and transfer order line'.
The drop off record does not get created, and the asset substate is changed
to 'Pending transfer'.
Field Service
Management
PRB633869
Field Service Management plugin - Location Using the Field Service Management plugin, when opening a Work Order
on Work Order does not update if CI is
or modifying an existing Work Order and selecting the CI, the Location
changed
field is filled only if it is empty. This because the script condition is set to
"current.location.nil()"
Field Service
Management
PRB636575
Dispatch map on home page takes over
viewing incident, then hitting the back
button returns to homepage
| Helsinki Fixes | 33
Problem
category
Parent
Short description
Description
Filters
PRB636700
When doing sc_req_item.LIST and then
trying to filter on stage, the only selection is
Catalog item remove
Finance Service
Management
PRB662241
open_knowledge UI page opens Knowledge open_knowledge UI page opens Knowledge Base with the Tags tab open
Base with the Tags tab open by default
by default instead of Categories.
instead of Categories
Finance Service
Management
PRB652055
Customized State choice list on Finance
Request table is overwritten by an upgrade
due to wrong update name
Customization of Finance Request.State ([sn_sm_finance_request].[state])
is lost during an upgrade because the Customer Update record that holds
the customization is named 'sys_choice_sn_sm_finance_request_state,' and
within the upgrade the update name is 'sys_choice_finance_request_state.'
Finance Service
Management
PRB657538
Filename app-esm/glideapp-fin/src/main/plugins/
com.snc.finance_service_automation/
update/
sys_dictionary_finance_request_null.xml is
wrong
The dictionary record for the sn_sm_finance_request
table 'Collection' record uses Customer Update name of
sys_dictionary_sn_sm_finance_request_null, but upgrade to Fuji Patch 7
Hot Fix 5 has sys_dictionary_finance_request_null. sn_sm_finance_request
installed with the Finance Service Management plugin.
Finance Service
Management
PRB652180
Performance issue when there are 20,000+
records in cmn_skill_list when opening
'Finance Templates'
Finance Service
Management
PRB665725
After upgrade, the Finance request
form related lists revert to base system
configuration
When the Finance Service Management plugin is activated in Fuji, it
provides a few base system related lists on the Finance request form. If the
user adds or removes related lists on this form and upgrades, the related list
list layout reverts to base system settings.
Financial
Management
PRB659300
IT Financial Management plugin rounds
allocation lines to 2 decimal places and
messes up overall calculations
The IT Financial Management plugin rounds allocation lines to 2 decimal
places, which messes up overall calculations.
Financial
Management
PRB652357
Pressing 'L' key results in Performance Log
Viewer being launched
Pressing the 'L' key or typing 'L' in the filter brings up the performance log
viewer. While the right panel is attempting to load, other portions of the
page will not load properly either.
Financial
Management
PRB661869
Custom segment not accessible through
reports
| Helsinki Fixes | 34
Problem
category
Parent
Short description
Description
Financial
Management
PRB656651
Unable to create a new Dimension table in
When there is an attempt to create a new Dimension table, if the selected
IT Data Mart - Receiving 'Table name is too table name has a name of 20 or more characters, the dimension table is not
long' when table name is length 20 or more created. The resulting errors displayed are "Table name is too long" and
"Invalid Insert".
Financial
Management
PRB644764
Expense lines are being generated every day The wiki defines the Recurring field as follows: 'Check box that indicates
when the Recurring flag is set to false
whether the cost is a repeating cost. Also sets generated expense lines
to show as recurring. If this check box is cleared, no further expenses
are generated automatically' (http://wiki.servicenow.com/index.php?
title=Managing_CI_Rate_Cards#CI_Rate_Card_Costs). Per the wiki,
when the Recurring flag is set to false, no further expense lines are
generated automatically. Therefore, no further expense lines should be
created after the first ones. However, both 'Rate Card Cost' records are
generating the expense lines daily.
Financial
Management
PRB621480
Processing a non-recurring Rate Card Cost
Allowing (or triggering) a Rate Card Cost record - which has been set
with a start date in the past triggers runaway up with start date in the past, and as non-recurring - to be processed
processing jobs
leads to runaway processing jobs, and leading to invalid bloat of the
fm_expense_line table.
Financial
Management
PRB622977
ExpenseAllocator logs millions of records in Under Financial Management properties there is a system property,
system
glide.cost_mgmt.debug. I would expect that if this is set to false the
application would not log. This property only affects the script include
FMRelationships. Not ExpenseAllocator.
Financial
Management
PRB648806
Performance improvement for cleansing and
bucketing
Forms
PRB624424
Hints (tooltip) for choice list values appear
behind the values
The hints for choice list values appear behind the values themselves. This
issue occurs on Firefox and Internet Explorer. Chrome does not display any
tooltip or hint on choice list.
Forms
PRB623294
Fields made read-only through the
dictionary do not have label
Fields are made read-only through the dictionary do not have label.
Forms
PRB630968
Field labels that are URLs do not display
hints
In Fuji, field labels which are URLs do not display hints.
Forms
PRB647311
Cannot personalize fields showing in
activity stream
Users cannot personalize fields showing in the activity stream.
| Helsinki Fixes | 35
Problem
category
Parent
Short description
Description
Forms
PRB573028
Copy and paste from Word does not insert
images into KB
When an image is copied and pasted into a KB article, the image will not
appear. This issue also extends to any record producer with an HTML
editor.
Forms
PRB650190
Live form updates do not show icons or
messages if new mobile plugin not installed
Forms
PRB650276
Base system client script 'Modify Comments The base system client script 'Modify Comments Label' does DOM
Label' does DOM manipulations, but should manipulation instead of using platform APIs (for example, g_form).
use platform APIs
Forms
PRB651798
Calling g_form.setValue on glide_list field
with value and display value inserts slashes
before commas
Forms
PRB652531
In UI16, copy-pasting from one incident to
another breaks plain-text formatting
Forms
PRB624599
Attaching files in IE9 results in the fields on Attaching files in IE9 results in the fields on the form to squash.
the form to squash
Foundation
PRB651584
Using gs.cacheFlush() causes excessive
cache flushing on HI
Foundation
PRB651567
Submitting / Saving
cmdb_workorder_product_model records
with an ampersand (&) in the description
field triggers client side errors and prevents
save
Foundation
PRB646414
Cancelling an unassigned facilities task
creates a new empty user record
Foundation
PRB637279
Clicking 'Add Task' on the
sn_sm_finance_request form causes system
to hang
'Add Task' on the sn_sm_finance_request form hangs the system.
Foundation
PRB646967
Able to edit configuration from outside
scope
A custom app admin is able to edit the custom app's configuration while in
the wrong scope.
This to comments, work_notes, and any other editor.
Submitting / Saving cmdb_workorder_product_model records with an
ampersand (&) in the description field triggers client side errors and
prevents save. Without the browser console up, it appears that the save goes
through - two pop-ups appear with the text 'Submitting' and 'Submitted', but
no new record is created.
| Helsinki Fixes | 36
Problem
category
Parent
Short description
Description
Foundation
PRB664764
SMTask script include doing cache flush
and causing performance degradation on
Facilities task
The cacheFlush() is causing high performance impact.
GRC
PRB661406
IT GRC Control Test Definitions return
inconsistent sample sizes for Control Tests
GRC
PRB665353
record/asmt_assessment_instance/read ACL
is looping with itself
The OOB ACL record/asmt_assessment_instance/read is looping with
itself.
GRC
PRB657612
Adding Indicator popup always shows all
indicator templates
When opening a control and adding indicators, only the indicator templates
associated to the policy statement of the control should show up.
GRC
PRB630971
Upgrading to Fuji from Eureka overrides
customizations to the grc_risk_criteria table
After upgrading from Eureka Patch 5 to Fuji Patch 2 Hot Fix 1, the table
grc_risk_criteria was overridden.
HR Service
Management
PRB656004
Upgrading to Fuji Patch 7 Hot Fix 5 resets
the sm_config.automate_state_flows to 1 in
HR Administration/Configuration form
When a user upgraded their instance from Fuji Patch 6 to
Fuji Patch 7 Hot Fix 5, their setting for 'Automate HR State
Flow' (sm_config.automate_state_flows) got overwritten/reset to 1 from 0,
which was the value they had set prior to the upgrade.
HR Service
Management
PRB647159
Survey configuration field should be visible
to survey_admin only in IE7 & IE8
The survey configuration field should be visible to survey_admin only.
HR Service
Management
PRB646677
OOB notification 'HR Case closed' has
incorrect conditions
HR Service
Management
PRB649901
With a before insert business rule, 'Set
user fields' on 'hr_case' overwrites the
location field, taking it from the opened_for
reference record
In a form where user input is taken with a variable called location in a
record producer, the automatic mapping of variables to fields works. Before
the insert operation on hr_case table, the record has the predefined location
field ready to be inserted. However, when executing the business rules, the
'Set user fields' on hr_case runs and blanks (or changes) the location field.
The location field is properly set, but is changed by the call to a before
insert business rule called 'Set user fields' on hr_case. This affects the HR
Service Management plugin.
HR Service
Management
PRB645806
When activating the 'com.snc.hr.core
'plugin, the hr_case table does not reflect
auto-numbering entry created
When activating the 'com.snc.hr.core 'plugin, the hr_case table does not
reflect auto-numbering entry created.
| Helsinki Fixes | 37
Problem
category
Parent
Short description
Description
HR Service
Management
PRB660321
Search Knowledge UI Macro on HR Case
does not limit the results to the HR(Human
Resources) KB(Knowledge Base)
HR Service
Management
PRB647230
Missing ACL in user registration plugin
Import / Export
PRB649368
Importing BLOB data via MID server/JDBC When importing BLOB data in ServiceNow, the files are correctly attached.
from MS SQL does not work as expected
However, if you try to open the attached file, the attachment is in binary
encoding and it is not readable.
Import / Export
PRB633363
[action] variable is not available in [field
map] script in transform map in Fuji
Import / Export
PRB623542
Generated email reports pull a
Generated emails pull a ByteArrayOutputStream into memory, which uses
ByteArrayOutputStream into memory, using too much memory and can potentially run the JVM out of available heap
too much memory
memory. For example, a 500+MB byte[] was stored in memory on a live
production instance for a large report sent as a CSV attachment.
Import / Export
PRB656280
Export Set context menu should only be
displayed for export_set_admin users
Import / Export
PRB609920
Execution of oversized or excessive
The execution of an oversized or excessive amounts of normal sized
amounts of simultaneous Import/Export sets simultaneous Import/Export Sets over-utilizes instance resources and
over-utilizes instance resources and causes
causes instance degradation or outage.
instance degradation or outage
Import / Export
PRB625094
Transform Map showing completion code as When performing an import while using Import Sets, the State shows
'Complete' even though transform is failing 'Complete' even though the import set row contains an error.
to load data
Import / Export
PRB638819
The value of 'source.sys_import_state'
in a Transform Map onAfter script
will be 'pending' instead of 'ignored' if
"ignore=true" was in the onBefore script.
If, in a Transform Map, the onBefore script is setting one or more
records to "ignore" using "ignore=true" - then when the onAfter script
for the same Transform Map will run (if any), the value returned for
'source.sys_import_state' for those records will be 'pending' instead of
'ignored'.
Import / Export
PRB648117
SQL Aliases do not work with JDBC Data
Source imports [new in Fuji]
SQL Aliases do not work with JDBC Data Source imports, but these same
queries worked in Eureka. This is not an issue with MSSQL, only MySQL,
When activating the User Registration Request plugin and then the Explicit
Roles plugin, a create ACL and some public roles are needed to make the
user registration link work.
The [action] variable is not available in the [field map] script in transform
map in Fuji. The [action] variable was available prior to Fuji.
The Export Set context menu item is being displayed to users without the
role that is reqUIred to create the export set (export_set_admin). Note that
the user is still blocked from actually creating the export set -- they just get
an ugly error message when they try to select it.
| Helsinki Fixes | 38
Problem
category
Parent
Short description
Description
and any aliases that are in a function or join will actually come through and
work. The only aliases that do not work are the simple renaming kind (e.g.
SELECT emp_no as employee_number). The data imported is the original
column name.
Import / Export
PRB660830
In Geneva, if a user has the Country code set In Geneva, if a user has the Country code set to NL, negative currency field
to NL, negative currency field values appear values appear as -- instead of -€.
as -- instead of -€.
Import / Export
PRB625529
Imports taking longer because
imp_sccm_software table is not getting
cleaned by the Import Set Deleter job
Import set tables that were created (children of sys_import_set_row) work
as expected with the import set Deleter Job, whereas the parents are not
getting cleaned up.
Import / Export
PRB621430
LDAP Attributes not displaying through
'Browse'
DN names that start with a + sign cannot be browsed, underlying records
will not expand, and the search box shows a '\ ' (leading space) instead of
the plus sign. Even after replacing the '\ ' with '\+' it will show the attributes
for that record, but the CN cannot/will not be expanded to show the records
underneath.
Import / Export
PRB643379
LDAP Import via MID server does not
create column defined in LDAP 'Attributes'
A user is importing data from LDAP via a MID server. The
'glide.import_set_row.dynamically_add_fields' property is set to true
to make sure columns are created, but the column does not get created.
The user added 'mobile' to the attributes setting in LDAP Server on their
instance, but the column still does not exist even though the attribute exists.
Import / Export
PRB659260
'Create Excel Template' does not consider
the fields visible in the <form list>. Instead,
it exports a generic template in Geneva
Import / Export
PRB631707
Office 2007+ XML format file cannot be
loaded in data source as an attachment
Import / Export
PRB629797
LDAP Listener status shows 'Inactive' even
though it is active and listening
LDAP Listener status shows 'Inactive' even though it is active and listening.
This happens when LDAP access is via the MID server.
Import / Export
PRB624371
Behavior of logging LDAP imports has
changed between Calgary and Eureka
Behavior of logging LDAP imports has changed between Calgary and
Eureka.
Import / Export
PRB623399
JDBCProbe Insert does not close the open
cursor, leading to ORA-1000 error
When a user uses the JDBCProbe scriptable to send data into the
ECC_QUEUE, which is then picked up by the MID Server and inserted
into a their Oracle database, the MID server does not explicitly close the
statements. Eventually, the max_open_cursors is exceeded.
| Helsinki Fixes | 39
Problem
category
Parent
Short description
Description
Import / Export
PRB646277
IE11: Back button after clicking 'Run
Transform Map' still performs transform
In IE11, the back button on a form still performs the transform even though
the user did not select any fields.
Import / Export
PRB646678
import_template_upload no longer visible
on Fuji
Import / Export
PRB630760
Asynchronous mode behaviour of Web
service import does not work as expected
According to the wiki, the transform map will run automatically unless
it is set as Asynchronous (http://wiki.servicenow.com/index.php?
title=Web_Service_Import_Sets#Import_Set_Mode). In that case, users are
supposed to see the state as 'Loading', and the transform map does not run
automatically. A user has a business rule "setMode" on Before that sets
the mode of the update set as Asynchronous. But even then, the state is
'Processed', instead of 'Loading'. When adding some debug statements to
see the state of the import set in the BR "setMode", the state was 'Loading'.
But for some reason, the result shows 'Processed' for the import set on the
UI.
Import / Export
PRB620283
CSV data imported that may contain
diacritics/foreign characters is displaying
incorrectly in the import source table
When importing data with special characters via CSV, the characters are
transformed.
Import / Export
PRB643949
Inconsistent field name created on import
set table
There is inconsistent behavior on column name creation for the import set
table while importing Excel files.
Import / Export
PRB645772
Bringing in BINARY data using JDBC data
sources causes DecoderException FOR
NULL fields 'unable to decode base64 data'
- Fuji
Bringing in BINARY data using JDBC data sources causes
DecoderException 'unable to decode base64 data'. This is caused by
possible NULL values in BINARY fields from the source database, and this
issue occurs in Fuji and later.
Import / Export
PRB634577
Add more logging to troubleshoot
LDAPListener 'LDAP Listener for
<xxxxxx> :Transforming <num> entries out
of <total> changes received'
When LDAPListener gets the changes, it looks at the target table (e.g.
sys_user) to see if there are records in the table before it transforms. If a
user has the wrong table in the 'LDAP OU Definition', we should display
the example for users, and the log message should show the table name.
Incident Alert
Management
PRB605402
Incident Alert Contact Definition not
allowing manual entry
The Duty Director User in 'User Contacts', which was manually added,
disappears when the user updates the Incident Alert record.
Incident Alert
Management
PRB652216
Initiate conference call or send SMS on
When accessing the Initiate Conference Call or Send SMS UI action as a
Incident Alert returns empty user list when a non-admin on the Incident Alert form, the list of available participants is
user is inactive
empty if one of the potential users is inactive in the system.
| Helsinki Fixes | 40
Problem
category
Parent
Short description
Description
Incident Alert
Management
PRB653076
IncidentAlertConferenceCall script include
reqUIres debug logging
The ServiceNow Notify and Twilio integration goes through the script
include IncidentAlertConferenceCall, which has no available logging to
identify integration issues.
Incident
Management
PRB648111
Inconsistency between UI action 'Resolve
Incident' and UI policy (changing state to
Resolved on the form)
Clicking on the UI action 'Resolve Incident' in an Incident form makes
Additional Comments field mandatory. However, the same rule is not
applied when incident state is changed to Resolved and Submit button
is clicked. The issue involves the relevant UI Policy where 'Additional
Comments' is not made mandatory.
Incident
Management
PRB597238
'Close Incident' UI action reverts to an older
date
'Close Incident' UI action reverts to an older date.
Incident
Management
PRB599156
SNC - ITIL - Close Related business rule
does not work as expected with incidents
The SNC - ITIL - Close Related business rule does not close related child
incidents from the parent incident. Child Incidents are still active = true.
Incident
Management
PRB635292
Update Child Incidents business rule sends
empty comments to child incident's caller
The Update Child Incidents base system business rule sends empty
comments to child incident's caller, and that produces an empty update.
Because of those actions, the following occurs: - confuses the caller by
sending them a notification containing: 'Dear customer, we have some
new information regarding your request #1234567: (blank)' - confuses
the people assigned to child tickets because there is a false update of the
ticket with no new information - confuses the people on the other end of
an integration by sending them an empty work notes update - causes other
cascaded scripts to run when they should not
Incident
Management
PRB604682
UI Actions containing gfstSubmit throw a
warning message in log
When using UI Actions that contain a gfstSubmit, such as resolve_incident,
you will see the following message in Transactions' log entries when the UI
action executes:
2014-07-25 12:20:06 (659) http-45
CE74044B6F42210071B3E3312E3EE444 *** Start
#611, path: /incident.do, user:
[email protected] 2014-07-25 12:20:06 (665)
http-45
CE74044B6F42210071B3E3312E3EE444 WARNING ***
WARNING *** Missing action script:
resolve_incident
| Helsinki Fixes | 41
Problem
category
Parent
Short description
Description
Incident
Management
PRB608295
The 'incident autoclose' business rule does
not update the 'closed_by' field as system
and closes the incident
The instance which runs the "incident autoclose" business rule that does
not update the 'closed_by' field as system and closes the incident. When
the same closed incident is getting updated by some other user, the other
business rule 'mark_closed' is invoked. and it updates the field 'closed_by'
with the user who is updating the ticket after it is closed. This issue has
seen in the Dublin release.
Incident
Management
PRB658855
Record producer create incident translation
missing
The record producer 'create incident' has messages in the code which
are not translated: - This incident was opened on your behalf - The
IT department will contact you if they need any further information
- You can track status from the Homepage This is hardcoded
in Record Producer > Create Incident in the script box. https://
xxx.service-now.com/nav_to.do?uri=sc_cat_item_producer.do?
sys_id=3f1dd0320a0a0b99000a53f7604a2ef9 When enabling I8 debug,
there is no code in front.
Integrations
PRB641111
Business rule 'get_lat_long' for
core_company missing conditions to query
the new coordinates in case the street, city,
state, zip or country changes
The business rule 'get_lat_long' for the cmn_location table has the
following condition:
current.street.changes() ||
current.city.changes() ||
current.state.changes()
|| current.zip.changes() ||
current.country.changes()
Whereas the business rule 'get_lat_long' for the core_company table has
this condition:
!current.street.isNil() &&
(current.latitude.isNil() ||
current.longitude.isNil())
So the longitude and latitude will not be updated if the street, city, state, zip
or country changes for a record in the core_company table.
Integrations
PRB645229
The MID Server/SCOM client does not
escape special characters '&' properly when
working with Event Management
The MID Server/SCOM client does not escape special characters '&'
properly when working with Event Management. The authentication does
not work if the SCOM Connector password contains any space or special
character such as '&'.
| Helsinki Fixes | 42
Problem
category
Parent
Short description
Description
Integrations
PRB646816
Geocoding is not disabled by default
Many instances are unintentionally making geocoding requests because of
the way geocoding was designed previously. This should behavior should
be disabled by default.
Integrations
PRB563498
com.snc.integration.xmatters contains
update records for script includes that
overwrite base system scripts
The xMatters integration's update folder contains update records for
SOAPRequest, SOAPMessage, and SOAPEnvelope. The end result is
that the current base system script includes are negated by the plugin and
replaced with outdated versions.
Integrations
PRB659012
Non-admin users are able to create records
on the ecc_queue_retry_policy table
Non-admin users are able to create records on the ecc_queue_retry_policy
table.
Integrations
PRB652998
The Critical Incident Maps displays a
Marker icon (showing the geographical
location of the customer in the ticket) in the
wrong location
Inventory
Management
PRB624390
Transfer Order and Transfer Order Lines do
not show previous stages as completed in
list view
When viewing the stages for Transfer Orders or Transfer Order Lines
in the list the earlier stages, the stages that the user expects to display as
'Completed' as showing as 'Pending'.
JS/HTML Editor PRB620483
TinyMCE dialogs and warnings - need to
upgrade TinyMCE to newer version
JS/HTML Editor PRB645716
Word wrapping in TinyMCE splits words
between two lines
Knowledge
Management
PRB639045
Advance Search on Knowledge V3 plugin is Users are experiencing issues with the Advance Search option in
no longer available
Knowledge V3 - Advance Search is missing.
Knowledge
Management
PRB620984
Global search does not respect user criteria
A user can read and contribute to the articles to which he is not supposed to
be able to read or contribute.
Knowledge
Management
PRB661071
Images in Knowledge V3 articles do not get
printed in PDF or on paper when you try to
print from printer-friendly view
If you have a KB article in Knowledge V3 that contains images, the images
will not print in PDF or on paper.
Knowledge
Management
PRB648252
'Create Content' button on legacy and v3
Knowledge landing page displays regardless
of ACL / User Criteria if a v2 Knowledge
Base exists
When upgrading from any prior version to Fuji or later, a version 2
Knowledge Base is created, and existing knowledge is moved to it. ACLs
for v2 Knowledge apply to this Knowledge Base to determine read/
write/create access, while User Criteria is used to determine access to v3
When entering text into the TinyMCE editor, words typed at the end of the
line will get split between that line and the subsequent line. This happens to
pasted text as well.
| Helsinki Fixes | 43
Problem
category
Parent
Short description
Description
Knowledge Bases. OOB, the platform hides the User Criteria related lists
'Can Contribute' and 'Can Read' on v2 Knowledge Bases so that users
cannot able to add User Criteria without customization. Since no User
Criteria is on v2 Knowledge Bases, the 'Create Content' button displays on
the Knowledge landing pages.
Knowledge
Management
PRB625365
Updating the short description of a
knowledge article created from submission
causes all related KB short descriptions to
get updated
When you update the short description of a knowledge article that was
created from a submission, then all related knowledge article short
descriptions get updated. This issue occurs when the user is in a language
other than English, and it happens on all articles related to the submission.
Knowledge
Management
PRB644845
Category selector for import tool is broken
In a user's instance, the category selector is broken. There are items that are
selectable, but they are all blank. Inspecting the DOM shows that they are
all empty select options.
Knowledge
Management
PRB649041
In Knowledge V3, the setting Icon in the
Knowledge Base does not display the icon
on the KB Homepage or subpages
In Knowledge V3, there is an Icon field on the Knowledge Base. Setting an
icon value for this field should display the icon on the Knowledge Base's
home page and sub pages. Instead, the default book icon always shows on
all of the Knowledge Base home pages.
Knowledge
Management
PRB622599
Knowledge home page does not respect
kb_knowledge security
On the knowledge homepage: the browsing functionality, Most useful,
and Most viewed list article titles without taking ACLs or user criteria
configuration into account. Global search results do not take into account
the 'roles' field from the knowledge record. The new kb_view page does not
respect the 'roles' field from the knowledge record.
Knowledge
Management
PRB654947
Cannot filter kb_find results
Users cannot filter the kb_search. Using sysparm_query=kb_category=...
and using sysparm_category both result in all articles matching the search
term being returned.
Knowledge
Management
PRB648795
Business rules on kb_feedback
are not triggered when comments
are added to a knowledge article if
glide.knowman.use_live_feed is set to true
When glide.knowman.use_live_feed is set to true, comments are inserted to
the kb_feedback table so the business rules should be triggered. When the
glide.knowman.use_live_feed is set to false, the business rule is triggered
as expected.
Knowledge
Management
PRB636397
Knowledge V3 does not show found
attachments in the search result
In Eureka, if a search from Knowledge Management found results in the
attachments of a KB article, the article and the attachments would be
displayed in the search results. Knowledge V3 does not do this. Searching
the attachments appears to be working correctly (for example, users can get
results for words that only appeared in attachments, not the article itself).
| Helsinki Fixes | 44
Problem
category
Parent
Short description
Description
Knowledge
Management
PRB649950
Knowledge article topic and category is not
migrated to new kb_category after upgrade
to KnowledgeV3
Knowledge article topic and category is deprecated in KnowledgeV3. After
upgrading to Fuji, the data is not auto-migrated to the new kb_category,
which reqUIres users to fix the category (manually or script) for the
existing articles.
Knowledge
Management
PRB621239
Images are not rendered when (paper-)
printing a KB article.
Images are not rendered when (paper-) printing a KB article.
Knowledge
Management
PRB660682
The language box or toggle button in the
article view cannot be removed
After creating the glide.knowman.show_language_options system property
with the value 'false', the language selection box or language toggle button
is still visible.
Knowledge
Management
PRB655542
Populating a knowledge record on
Knowledge keyword takes excessively
long time to load, resulting in occasional
transaction cancellations
When attaching a keyword for Knowledge Feature Content, a Knowledge
keyword record has to be created. Within this form, there is a 'Knowledge'
field that references kb_knowledge. If kb_knowledge has a lot of records
(for example, 20,000), clicking on the lookup icon on this field causes the
form to hang. Eventually, the transaction is canceled, but the list can still
load at times.
Knowledge
Management
PRB657766
'Submit' button for feedback is not translated When using the KB in a different language, the 'submit' button for feedback
is not translated after clicking 'Yes' on 'was this helpful?'
Knowledge
Management
PRB637210
UI_page_footer raw HTML renders on
redirect page when kb_view redirects to
kb_view_customer (viewing V2 knowledge
article)
Knowledge
Management
PRB650198
When hovering over the images in
Knowledge article of Wiki type, the tool tips
are shown twice on the page
Knowledge
Management
PRB646790
User Criteria for 'Can Read' is not honored
User Criteria for 'Can Read' is not honored - a knowledge article can be
accessed by URL or by navigating through kb_knowledge.list.
Knowledge
Management
PRB656717
User criteria is not working
User criteria is not respected in Knowledge Bases. For example, customers
can see KB articles where the canRead = user is internal in the Knowledge
Base.
Knowledge
Management
PRB666133
Knowledge Analysis module described in
Geneva Documentation does not exist
Geneva documentation mentions Knowledge Analysis with 3 default
reports for reporting on Knowledge feedback. However, this module does
not exist. https://docs.servicenow.com/administer/contextual_search/task/
When viewing a version 2 Knowledge Base Article in Fuji, the kb_view
UI Page redirects to kb_view_customer to display the KB. On the redirect,
the UI_page_footer raw HTML is displayed briefly before displaying the
article.
| Helsinki Fixes | 45
Problem
category
Parent
Short description
Description
t_RunAFeedbackReport.html Fix details: The relevant documentation was
updated.
Knowledge
Management
PRB636124
KBViewModelSNC and KnowledgeHelp
Script includes are generating logs when
viewing KB articles
The following script includes are generating logs each time a Knowledge
article is accessed: - KBViewModelSNC - KnowledgeHelp
Knowledge
Management
PRB634236
Knowledge number is missing in
Knowledge search results
KB number is missing in the Knowledge search results page.
Knowledge
Management
PRB650157
Knowledge V3 articles with proper User
Criteria are still restricted if there is a role
defined in the Roles field of the KB record
Knowledge
Management
PRB651674
Knowledge home search with large result
set against large category list responds
slowly in Fuji
When a user does a knowledge search in Fuji for a term that is distributed
across numerous articles in numerous categories across numerous
knowledge bases, the page freezes for a very long time.
Knowledge
Management
PRB651334
Knowledge article relevancy is not
calculated
When knowledge articles are sorted by Views or Last Modified, the
relevancy is not calculated.
Knowledge
Management
PRB651097
Unable to override 'Copy Permalink' in KB
articles
The KBViewModelSNC script include is supposed to dictate OOB
behavior for KB functions, and the KBViewModel script include provides
a space for customers to override the OOB behavior. However, these
overrides do not appear to be working (in particular, the 'Copy Permalink'
on each article's footer).
Knowledge
Management
PRB648644
Knowledge base v3 delete ACL is not
functioning as expected
The kb_knowledge Delete ACL is failing to function as expected because
of the missing argument.
Knowledge
Management
PRB666185
File parsing error when trying to import
Word document into Knowledge
Knowledge
Management
PRB621661
Upgrade: The properties 'Disable
Commenting' and 'Disable Suggesting' do
not do nothing on v2 knowledge bases
The properties 'Disable Commenting' and 'Disable Suggesting' can be
removed on v2 knowledge bases.
Knowledge
Management
PRB651680
Knowledge populates slowly when typing
longer strings
HI responds very slowly when typing strings in the Knowledge search. The
longer the search string, the slower the response.
Knowledge
Management
PRB662541
After disabling Live Feed and while trying
to add Knowledge comments, an extra
vertical scroll bar is displayed
After disabling Live Feed for Knowledge feedback, when adding comments
to Knowledge article, an extra vertical bar is displayed.
| Helsinki Fixes | 46
Problem
category
Parent
Short description
Description
Knowledge
Management
PRB652252
Quotes and apostrophes in short description
of KB articles are escaped when viewing
articles via the kb_view page
Quotes and apostrophes are escaped when viewing articles via the kb_view
page.
Knowledge
Management
PRB647706
kb_header_search can not override
canCreate
canCreate does not honor canContribute if there exists Knowledge v2 and
v3 articles.
Knowledge
Management
PRB653223
Custom fields on knowledge feedback are
auto-populated based on feedback with
NULL view_id
If the Knowledge Feedback table (kb_feedback) has custom fields, the
kbWriteComment function auto-populates those fields with the values of
other feedback entries that have NULL view_id.
Knowledge
Management
PRB625579
Knowledge search results do not display in
the user preference sort order
When users set their 'Sort by' preference in Eureka, the initial search shows
in the default sort order instead of the user's preferred order. Switching to a
new 'Sort by' and then back to the preference shows the correct sort.
Knowledge
Management
PRB654295
On upgrade to Knowledge Management V3, Upon upgrade to Knowledge Management V3, new V3 menu modules are
new V3 menu modules are missing
missing. In order to get the new V3 menu modules, users must manually
enable the new V3 menu modules and disable V2 menu modules.
Knowledge
Management
PRB625442
Knowledge is inaccessible during Daylight
Savings Time change periods
Users are unable to access knowledge articles either from knowledge search
or from kb_home.do page from approximately 19:00 - 20:15 PDT. All
other applications are accessible.
Knowledge
Management
PRB649370
Knowledge Base messages do not use
translations
Knowledge Base messages do not use translations and display messages in
English.
Knowledge
Management
PRB667643
Show article number on the Article View
page
Knowledge
Management
PRB648819
Links in a wiki field containing spaces do
not function as expected
When clicking on a wiki link containing a space, the user gets a new
kb_knowledge form rather than being linked to the appropriate wiki page.
Knowledge
Management
PRB636514
The last modified and published dates of
Knowledge Articles are incorrect on KB
home
The new KB home in Fuji has an issue where an article's last modified and
published dates are displayed incorrectly on the KB Homepage. (The Last
modified date issue has been logged before [PRB625564, PRB633365] and
is fixed in Geneva. However, the Published date still persists.)
Knowledge
Management
PRB641076
Back button is just a box in UI11 in Fuji
In Fuji instances, the back button is just a box in UI11.
| Helsinki Fixes | 47
Problem
category
Parent
Short description
Description
Knowledge
Management
PRB651403
Searches on kb_home.do create logs of all
search results
In a base instance, the 'kb_find_query' UI Macro contains a log statement
on line 80. This log statement causes all the results of that search to be
saved into the logs in JSON format. The line of code is:
gs.log(response.toFormattedJSON());
Depending on the amount of knowledge articles and the search terms used,
this can lead to numerous giant log entries. On instances with large user
bases, this can make browsing the logs qUIte unmanageable.
Knowledge
Management
PRB645514
[IE8] Ampersand (&) character seems to not If you start a word with '&' in the short description field of a knowledge
get escaped in short description field when
article, that word seems to get stripped out when you view the article in
viewing a knowledge article
IE8.
Knowledge
Management
PRB644607
ACLs do not work on Version 2 knowledge
articles in Fuji search
KB Search does not respect Knowledge V2 ACLs.
Knowledge
Management
PRB649578
Creating new KB article after upgrading to
Fuji throws data policy exception
After upgrading to Fuji, the Knowledge Management V3 is activated by
default and the modules are initially inactive. This is because users should
be able to continue using the legacy KB modules and homepage. However,
the legacy record producer Create New KB article throws a Data Policy
Exception, as there is no knowledge base defined for the new article. This
is expected behavior, but is causing confusion for users prior to completely
migrating to KM V3.
Knowledge
Management
PRB632362
'Did you mean' functionality not available in In Knowledge search (global), the 'Did you mean' feature is not working.
KMv3 search
Knowledge
Management
PRB664654
Social Q&A answers with negative votes in
wrong order
In Social Q&A, if answers have negative votes, they are ordered
backwards. An example of this vote order is 4, 2, 0, -4, -3. The -4 and -3
should be switched.
Language and
Translations
PRB642031
Bar chart report does not display the
translated labels in the graphic - English
labels are always used instead
Bar chart reports do not display the translated labels in the graphic English labels are always used instead. In addition, other labels (like
column headers that are displayed in the grid below the chart) display
'Sum' and 'Percentage of sum', which are also not translated. Axis duration
units are displayed in English ('days', 'hours', etc.) instead of the selected
language.
Language and
Translations
PRB608439
Translation of search filter / search filter
breadcrumb
'Like/contains' was translated to German with 'gefällt mir'. In search
context, this is incorrect and should be 'enthält'.
| Helsinki Fixes | 48
Problem
category
Parent
Short description
Description
Language and
Translations
PRB653949
German translation of Task.Number used to
be 'Nummer' but was incorrectly changed to
'Anzahl' in Dublin
When upgrading from a Calgary instance to Dublin and above, new
German translations were introduced. One changed Task.Number from
'Nummer' to Anzahl'. However, this should be reverted back to 'Nummer'
because 'Anzahl' is 'Quantity' in English.
Language and
Translations
PRB655314
'Add tag...' placeholder text is not translated
Language and
Translations
PRB649319
Translations of table names and choices
missing
Language and
Translations
PRB640226
Italian Finnish translation missing on
calendar
When clicking the calendar popup for a date/time field, there is no
translation for the days of the week in Italian. It displays in English
(S,M,T,W,T,F,S), and it needs to be translated to Italian (D,L,M,M,G,V,S).
Lists
PRB608058
Only the title of an embedded list is
exported to PDF
When exporting an embedded list to PDF, only the title is exported.
However, related lists export to PDF correctly.
Lists
PRB570571
Related list and embedded list
personalization not working, and related list
layout cached against user role instead of
individual user
On related lists, if person A personalizes the related list, person B can see
the change. However, if person B tries to reset to default, it does not allow
this. In addition, forms and related lists are cached per user role. When user
A personalizes the related list on a form, all other users with user A role can
see the personalized form.
Lists
PRB628171
Hierarchical lists do not load properly in
Project Management application
Hierarchical lists fail to load completely in some cases or do not expand as
expected.
Lists
PRB654937
When saving a personalized list, a duplicate
call to unfiltered list is made
On Chrome 47, long unexpected SQL statements are executed without a
defined filter when saving a personalized list on the list view.
Lists
PRB650566
User list personalizations seep to other users
with the same roles
Live Feed
PRB664522
Mobile App, Mobile UI, Live Feed - Unable On the mobile app's Live Feed and on the Mobile UI, it is impossible to
to comment on top messages of threads
comment on top messages of threads. However, it is possible to comment
on child messages. This reproducible on the new mobile app, the old
mobile web-based UI ($m.do), and in Chrome on a device such as an
iPhone 6 by going to $live_feed.do.
Live Feed
PRB666205
Group Feed email subscription icon always
reverts back to "-"
If you subscribe to receive email notifications from a group feed and then
navigate away from the feed and come back, the mail icon will show a
minus sign "-" even though you are still subscribed.
| Helsinki Fixes | 49
Problem
category
Parent
Short description
Description
Managed
documents
PRB612413
document_management_admin role does not The ACL that controls access to the dms_document_group_permissions
have rights to edit group permissions on a
only gives access to the document_management_user role, instead of the
managed document
document_management_admin role.
Managed
documents
PRB650371
gr.sysappproval called way before is
created, meaning there is a global gr
Memory: Heap
Space
PRB649294
RoleLists memory consumption is excessive M2M list of RoleLists: Instead of reproducing role lists on a per user basis
when presumably there is a lot of repetition from user to user, it would be
helpful to store a reference to a role list.
MID Server
PRB651455
Fuji upgrade did not create needed
indexes on table ecc_agent (name),
ecc_agent_metric (agent), and
ecc_agent_metric (name)
Indexes are not created during an upgrade to Fuji, which benefit queries
from the business rule 'Update mean on MID Server Status'. The needed
indexes are: - alter table ecc_agent_metric (agent) - ecc_agent_metric
(name) - ecc_agent (name)
MID Server
PRB656700
ECC queue unable to resolve a host with
SNC SSH probes when the host contains a
host name rather than an IP address
The source validation logic in SourceAsHostProbe is checking for a valid
IPv4 address, whereas the configuration on the other side allows names as
well.
MID Server
PRB660833
SFTP file reads fail to close inbound file
handles on import
Starting from Geneva, the SFTP client does not close the file handle when
done. This applies only to SFTP import data sources.
MID Server
PRB651877
SNCSSH does not try keyboard interactive
authentication if password auth failed and
vice versa
If SNCSSH has already tried an authentication method using a credential
with a password, it will not try the other one. J2SSH does do this, resulting
in a few cases where J2SSH works and SNCSSH does not.
MID Server
PRB663995
MID Server does not process any records
because all threads are waiting for SSH
session, and command timeout does not
work
At times, the probe reaper is not interrupting the correct thread upon probe
timeout. This causes the worker thread to be stuck there indefinitely.
MID Server
PRB649453
SSHCommandLong with SNCSSH and
must_sudo fails
Users cannot get any combination of sudo in scripts, command lines, or
must_sudo to work with SSHCommandLong. This is blocking CID from
deploying SNCSSH in Fuji.
MID Server
PRB635610
MID server constantly tries to connect to the After the MID server is already connected to an instance (MID is Up),
instance when the mid_server user used to
and the user deletes the mid_server user that was used to connect the MID
connect to the instance initially is deleted
server to the instance initially, the MID server spams the instance with
SOAP requests.
| Helsinki Fixes | 50
Problem
category
Parent
Short description
Description
MID Server
PRB638266
MID server errors on Discovery after
upgrade to Fuji
After upgrade to Fuji Patch 5 Hot Fix 1, errors occur when attempting to
discover certain data center locations.
MID Server
PRB662187
MID Server instance installation has race
condition that can destroy MID server
config.xml file
A user upgraded their MID Server, and it never came back online. When
they checked the config.xml file, the configuration information was
blanked out.
MID Server
PRB653295
Sensor error when processing Solaris
- Storage: The undefined value has no
properties
The I-O Data section of the Solaris storage probe fails for certain inputs.
MID Server
PRB664746
In Geneva, SFTP with properties
set rename_file=true fails with
java.io.IOException: Rename file failed:
null
MID Server
PRB653259
Upgrade Oracle JDBC driver on the MID
Server to be the same version as glide
Mobile
PRB637730
Hyperlinks do not add default hyperlinking
colors and styles in service catalog
descriptions - Mobile
Mobile
PRB624968
Validation for email fields is not fired on
mobile browser
When working in a mobile browser, the field validation does not execute.
Mobile
PRB652634
Mobile- Field of the type- list does not
remain as read-only if it has a value filled in
On the mobile interface, a field of the type- list does not stay read-only if it
has a value filled in. If the field is blank and does not have a value, the field
is rendered as read-only.
Mobile
PRB606075
Unable to add comments in custom journal
input fields in mobile view
The user is unable to add comments in custom journal_input fields in
mobile view.
Mobile
PRB658614
In Mobile UI, Checkbox variables hidden by
Catalog UI Policies still display an 'Options'
container even when all options within it are
hidden
When checkbox variables are displayed in catalog items, they are
automatically displayed within an 'Options' box. When the checkbox
variables are hidden, this container is also hidden. In the Mobile UI, this is
not happening, so users still see an 'Options' container with nothing in it.
The Oracle JDBC driver that is shipped with the MID Server is very old
and does not support Oracle 12c. The driver on glide has been updated to a
newer version that is compatible with Oracle 12c, but this change has not
been incorporated into the MID server.
| Helsinki Fixes | 51
Problem
category
Parent
Short description
Description
Mobile
PRB653939
Mobile UI action (sys_UI_ng_action) list
button will not appear when used on the
child record of an extended table
For example, if a user creates a custom table, extends it from task, and then
puts a list button mobile UI action on it, it will not appear in the list.
Mobile
PRB645775
Recent documents show HTML format for
knowledge article on mobile UI
Recent documents show HTML format for knowledge articles on the
mobile UI.
Mobile
PRB629031
Timing for deleting tags notification is
incorrect
When deleting a tag using the mobile view, the notification will appear
only on the next page that the user will go to.
Mobile
PRB648385
mobile: Client Script (BP) Close Mandatory
on Close or Resolve is not effective
Mobile
PRB648559
Navigation menu in the Mobile UI displays
side-by-side with main content in iOS 9
On iPhones using iOS 9, pressing the ≣ icon to open the nav menu will
open the nav pane side by side with the main content, causing the UI to be
displayed oddly.
Mobile
PRB667412
Date value set for a service catalog variable
in Mobile view is getting set to incorrect
date
The date value set for a service catalog variable in Mobile view is getting
set to the incorrect date.
Mobile
PRB627122
Module filter conditions not applied to new
records on mobile site
When a user navigates to a list on the desktop site and creates a new record,
the filter conditions are used as initial values on the new record. This does
not happen on the mobile site.
Mobile
PRB650434
JavaScript embedded in URLs causes issues JavaScript embedded in URLs causes issues in the Mobile UI, but only
in the Mobile UI, but only when linking
when linking directly to a record. This appears to be limited to fields with
directly to a record
Choices such as Calendar Integration or Time zone. Fields such as Business
Phone can be changed without any problems.
Mobile
PRB653784
g_form functions for managing choice list
Trying to modify the options of a choice list field by using an onChange
field - such as addOption, clearOptions etc. client script but does not work consistently. g_form functions run fine the
- seem to be broken in mobile after using the first time - after that, they do not make any changes as they should.
first time
Mobile
PRB631927
Multi-Provider SSO external authentication
not redirecting properly in mobile
application
Multi-Provider SSO external authentication is not redirecting properly in
mobile application after logging in
Mobile
PRB663076
[mobile] Logout button inaccessible on
Safari / iOS
The logout button in the nav bar is hidden behind the button tray at the
bottom of the iOS Safari browser and cannot be tapped. This seems to be
Safari-specific on iOS.
| Helsinki Fixes | 52
Problem
category
Parent
Short description
Description
Mobile
PRB646359
Splits do not function as expected in Mobile When split variables are used in Catalog items, they do not function as
catalog items
expected in the Mobile UI. In addition, the title of the split variable is
displayed in the Mobile UI.
Mobile
PRB666342
Mobile UI has scrolling issues that prevents
logout
Mobile
PRB622425
Mobile UI / 'Horizontal scroll' -- When
In the mobile UI ($m.do), the Horizontal scroll setting in the gear menu
returning to Home from another page, it is
reverts to being enabled (i.e. toggled to On). Upon initially closing the
set to On even if it was previously set to Off gear menu, setting it to Off seems to apply to the appropriate Home
button group. However, after having navigated to a page/list/form later
on, Horizontal scrolling is re-enabled upon returning to the Home screen.
NOTE: When only the Favorites button group is available, that is where
users see this. If there is also Tags, then that is where the setting issue plays
out, and the Favorites setting is unchanged. Seen in Eureka and Fuji.
Mobile
PRB598639
[Mobile UI] Smartphone interface: created
ACLs not working correctly
Created ACLs for same table are working differently in browser and on
mobile view.
Mobile
PRB652061
Glide List - Unable to set 'glide list' to readonly through client script ($m.do)
Glide List - Unable to set 'glide list' to read-only through client script in
Mobile, if there is a value associated to list already.
Mobile
PRB653237
é (e-acute) character is rendered as é on
mobile service catalog in French - Canadian
translation
é is changed to é on mobile catalog items when using the French Canadian language.
Mobile
PRB662955
Reference fields on mobile view fail as 'No
matching results', only after some service
catalog is created
Reference fields on mobile view fail as 'No matching results' only after
some service catalog created. Once the URL is refreshed, it starts working.
Mobile
PRB609090
On iOS mobile app, there is no way to close
an attachment
When using the iOS mobile app, there is no way to close an attachment
after it is opened, leaving you unable to return to the app without closing
and reopening it.
Mobile
PRB656266
Catalog Category name with / character
causes bad navigation
If a catalog category has a / in its name, mobile navigation breaks.
Mobile
PRB652896
Dot-walked fields are not working as
expected in mobile view card layout
Mobile
PRB638647
Mobile UI logout is not working with SSO
When using the mobile UI, the nav pane has scrolling issues that prevent
the user from being able to hit the logout button at the bottom of the nav.
Mobile UI logout when SSO is enabled (Angular Processor) is not invoking
the Logout installation exit. This causes the user to never logout. The
| Helsinki Fixes | 53
Problem
category
Parent
Short description
Description
issue is for logout in general for the Mobile UI and is not specific to SSOenabled instances.
Mobile
PRB664536
setRedirectURL opens new record after
creation failing on iOS (Mobile view)
$mobile
setRedirectURL does not work as described in the wiki. Expectations are to
use the following syntax to create a new incident and redirect to the record
on a UI Action on mobile: action.setRedirectURL('incident.do?sys_id=-1');
The wiki states the following (http://wiki.servicenow.com/index.php?
title=Configuring_the_Smartphone_Interface#Adding_UI_Actions_on_the_Smartphone_In
"8.1 Using a UI Action to Redirect to a URL As part of a UI action, you
may want to redirect a user to a URL in the Smartphone interface. For
example, you might add links to a form or open a new record after it is
created from a UI action. To redirect a user to a URL from a UI action, use
this syntax to define the redirect link: action.setRedirectURL('incident.do?
sys_id=-1');"
Mobile
PRB635474
g_form.setValue does not work in Mobile
view
g_form.setValue does not work in Mobile view.
Mobile
PRB665860
[Mobile App] Fields from type HTML
on the form are showing the HTML tags
instead of rendering them
When setting a field as a HTML field on the Mobile app, the field shows
the HTML code instead of rendering it.
Mobile
PRB652335
action.setRedirectURL forces new records
to open in a new tab, but only in the Mobile
UI
action.setRedirectURL forces new records to open in a new tab, but only in
the Mobile UI.
Mobile
PRB608403
In the smartphone mobile UI, word
wrapping does not work for description
fields
In the mobile UI, word wrapping does not work for description fields.
Mobile
PRB654361
Dot-walking reference field in mobile is not
working
Mobile
PRB625876
Mobile UI gets cut off when the record you
are approving is viewed from My approvals
module
For example, if a change request is being approved, go to 'My approvals'
and click on a change request record with a long description. If you go to
the change request record directly, it displays correctly.
Mobile
PRB667762
Reference field search functionality is not
working on mobile app if it is a variable
In the mobile app, when trying to search in a variable reference field by
name, there is no option to type any text for search.
Mobile
PRB667534
BackfillAssignmentGroup script does not
work in Mobile view
The script include 'BackfillAssignmentGroup' does not work as
expected in mobile view (≈http://wiki.servicenow.com/index.php?
| Helsinki Fixes | 54
Problem
category
Parent
Short description
Description
title=Configuring_the_Smartphone_Interface#Adding_UI_Actions_on_the_Smartphone_In
It works as expected in desktop view.
Mobile
PRB630368
javascript:'System (' + new
I18nUtils().getUserLanguage()
+ ')'
does not work on choices
Mobile
PRB648154
Creating a new label for a field on an
inherited table is not shown on the Mobile
UI
When creating a new label for a field on an inherited table, the change is
shown on the Desktop UI but not on the Mobile UI. Only when changing
the label of the parent table can the change be seen on the Mobile UI.
Mobile
PRB650631
In the Mobile UI, reference field shows
preview (ng_view) of the wrong record
When pressing the '>' on a reference field to see a preview of the record,
the wrong record appears. The issue was reproduced using several different
reference fields in the platform, including the "Approval for" field on the
sysapproval_approver form.
Mobile
PRB610377
Mobile - Client script making Comments
mandatory on Change of field value not
working
Mobile
PRB642588
Mandatory UI policy on date/time field does A mandatory UI policy on the date/time field does not work on the mobile
not work on Mobile UI
UI.
Mobile
PRB629505
action.setRedirectURL not working when
used to direct to a UI Page
Using action.setRedirectURL with a mobile UI Action does not
function when used to direct a user to a UI Page. This seems to
work as expected when directing to a list or form (for example,
action.setRedirectURL('incident.do?sys_id=-1') ).
Mobile
PRB658348
When a reference field is dependent on a
choice list and uses a reference key, the
value is not stored in mobile, but stored on
regular client
When a reference field is dependent on a choice field and uses a reference
key, the value is not stored on the mobile interface, but it can be stored on
the regular browser's mobile view without any issues.
Mobile
PRB619421
Mobile:getValue does not work on
checkboxes on catalogclientscripts
Mobile
PRB662464
In mobile, dot-walking using variables does
not work
Dot-walking using 'variables' does not work on mobile.
| Helsinki Fixes | 55
Problem
category
Parent
Short description
Description
Mobile
PRB664028
Mobile UI - Clicking on the reference field
on a form lets you select only records from
the extended table of the current value
This issue occurs in the Mobile UI. When there is a reference field whose
referenced table is an extensible table (e.g. cmdb_ci), if the field is already
populated, when clicking on it in order to select a new value, it is possible
to choose only values from the extended table, unless the user clears the
value and saves the form first.
Mobile
PRB632518
removeOption works on mobile, but
appends to the URL, making it unusable
when many parameters are used
Client scripts containing g_from.removeOption work on mobile but append
to the URL, making it unusable when many parameters are used.
Mobile
PRB634089
List filters editable for ESS users in mobile
In the desktop UI, when an employee self-service user clicks 'My
Incidents', the list filter breadcrumbs are hidden. In the mobile UI, they are
not hidden, and the user can modify the filter.
Mobile
PRB622551
Reference qualifiers on Model and Model
Category do not work when creating a new
alm_hardware model on Mobile
OOB reference qualifier is not working for Model and Model category on
the Hardware asset form. The 'Model Category' will not show any choices
when accessed via mobile.
Mobile
PRB655949
glide_date_time fields in Safari/mobile view glide_date_time fields in Safari/mobile view do not show indicators for the
do not show indicators for the separate date separate date and time components.
and time components
Mobile
PRB636922
Loading a record from a table extended from
the task will display the record using the
task form rather than the extended table's
form
An example of this would be the task table. In the desktop UI, opening
an incident from a task list would open the record using the incident form
rather than the task form as expected. In the Mobile UI this does not
happen, and we get the task form. This was originally fixed in PRB602554,
and is still working as expected in Eureka Patch 11, but is no longer fixed
in Fuji Patch 5.
Mobile
PRB649677
Custom UI pages do not open on mobile
while using nav_to.do
Custom UI pages and Task Surveys links do not work on mobile UI.
Mobile
PRB597438
Mobile lists on the Task table do not open
forms on the child table
If a user drills into a record from a parent table, the record is opened on
the parent table even if it is an extended table. For example, if you open a
change_request from task, it will open as a task on the mobile site and as
change_request on the desktop site.
ODBC
PRB634397
ODBC driver fails to get data or connect
when invoking multiple or parallel
connections
ODBC driver fails to get data or connect when invoking multiple/parallel
connections.
| Helsinki Fixes | 56
Problem
category
Parent
Short description
Description
ODBC
PRB640841
ODBC logs are reporting warnings when
parsing date time 'odbc.log'
ODBC logs are reporting warnings when parsing date time. 'odbc.log'
ODBC
PRB663485
ODBC queries fail on decimal fields that
contain data equal to or greater than 10
digits
When using the 1.0.9 ODBC driver to report on a decimal field that is 10
digits (such as 1,000,000,000), the query fails with the following error:
OLE DB provider "MSDASQL" for linked server "ServiceNowTRAIN"
returned message "[SN][ODBC ServiceNow driver][OpenAccess SDK
SQL Engine]Invalid value passed for column:disk_space.[10372]." Fails:
1,000,000,000 Works: 100,000,000
On-call
Scheduling
PRB614141
On-Call Scheduling formatted schedule
report heading over the group column
displays actual group name
This should not be a specific group name, since reports can have
schedules for multiple groups. See http://wiki.servicenow.com/index.php?
title=Using_On-Call_Scheduling#Schedule_Report.
On-call
Scheduling
PRB662047
In On-Call Scheduling, the My Schedule
report for date range does not work if date
format is set to yyyy-MMM-dd
If a user's date format is set to yyyy-MMM-dd (or likely any format that
includes a string representation of the month), the On-Call My Schedule
Report will not render for date ranges.
On-call
Scheduling
PRB663497
Unable to use fields from cmn_rota_roster
in On-Call Reminder notification (which is
for cmn_rota_roster table)
Unable to use fields from cmn_rota_roster in On-Call Reminder
notification (which is for cmn_rota_roster table). The substitution for field
references such as ${rota.group.name} return a blank value instead of the
expected value.
On-call
Scheduling
PRB634966
When a user is removed from a group they
are not removed from the roster member list
Roster members should only hold users that exist inside of the Schedule's
group. If a user is removed from a group, they will remain in the roster until
manually removed later.
On-call
Scheduling
PRB652188
Issues with the out-of-box 'On-Call:
Escalations by Email' workflow
When using the out-of-box 'On-Call: Escalations by Email' workflow,
which is part of the On-Call Scheduling plugin, messages logged to the
comments of the related incident have the following issues:
1. In Fuji, the initial escalation message explaining the escalation path is
not logged into the incident's comments.
2. In Fuji and Geneva, the '[X] has been reminded via Email' is missing the
name of the person.
3. In Fuji and Geneva, the text 'NaN' appears throughout the initial
escalation message, if the number of reminders is set to 0.
On-call
Scheduling
PRB648428
On Call Reminder email loses rota name and If users have the default 24-hour representation for date/times, they get a
roster cells in the table if system time format properly formatted email. If users have changed the system time property
is set to hh:mm:ss
so the format is a 12-hour representation with AM and PM, the body of the
| Helsinki Fixes | 57
Problem
category
Parent
Short description
Description
table loses the content for the rota name and the roster name, and the rest of
the cells are shifted left so the on-call information in the rows of the table
fails to align with the header. Also, you will see the initial date of the oncall time span duplicated in the header, and the time span will end one day
early.
On-call
Scheduling
PRB627015
OnCallRemindersNG().getNumberOfDaysTillNextRotation()
The 'On-Call Reminders' scheduled job executes
function returning incorrect number of days the following: fcScriptName=javascript\:new
when it spans a daylight savings change
OnCallRemindersNG().sendReminders(null); OnCallRemindersNG()
also has a function, getNumberOfDaysTillNextRotation(), that is
used for several purposes: ...check if this is the reminder day for
this roster ...find the number of days until the end of the current
rotation ...find the number of days until the start of the next rotation The
getNumberOfDaysTillNextRotation() uses a GlideSystem dateDiff()
function call to calculate the number of days between the start date of the
roster and an end date (if it is not specified, it is the current date). The issue
is the dateDiff() call is using date arguments in the format "yyyy-MM-dd
00:00:00" and if there is a Daylight Savings spring-forward event during
the span, the dateDiff() result is calculated as one less than the number of
days and 23:00:00, instead of the expected number of days and 00:00:00.
On-call
Scheduling
PRB649372
SNC.OnCallRotation methods
In certain circumstances, the getEscalateeAt and getCurrentRotaID
getEscalateeAt and getCurrentRotaID return methods of the SNC.OnCallRotation object return incorrect data, displaying
incorrect results when called at the same
the information from the first run despite multiple runs of each method.
time from separate threads
On-call
Scheduling
PRB658576
Creating on schedule with
sys_properties:glide.UI.doctype set to false
causes the Wizard Member variable to
disappear
On-call
Scheduling
PRB647005
Rotation Start time value on the Roster form The Rotation Start time value on the Roster form is different from the
different from the Scheduled entry Start
Scheduled entry Start Date Time.
Date Time
On-call
Scheduling
PRB630777
On-Call formatted schedule report dates
are ordered incorrectly when using an
alternative date format
When you change the date format to dd-MM-yyyy and run an on-call
formatted schedule report, the dates do not line up with the days of the
week.
On-call
Scheduling
PRB630461
On-call replacement schedules display out
of order
In certain scenarios, if a user adds replacement coverages in certain orders,
they display in the incorrect order in the calendar.
Creating on schedule with sys_properties:glide.UI.doctype set to false
causes Wizard Member variable to disappear.
| Helsinki Fixes | 58
Problem
category
Parent
Short description
Description
On-call
Scheduling
PRB650788
When debug is enabled, Schedule Report
causes java.lang.SecurityException: Illegal
access to method dumpTimeMap()
On-Call Scheduling > Schedule Report in debug mode causes the following
error: Evaluator: java.lang.SecurityException: Illegal access to method
dumpTimeMap() in class com.glide.schedules.ScheduleTimeMap Caused
by error in Script Include: 'OnCallRotationCalculator' at line 296
On-call
Scheduling
PRB660091
OnCall reminders not sent if system date
format has been changed to a valid value
that uses short string representations like
yyyy-MMM-dd
OnCall reminders are not sent if system date format has been changed
to a valid value that uses short string representations like yyyy-MMMdd. GlideDateTime has problems with date formats that use string
representations.
On-call
Scheduling
PRB624848
On-call scheduling does not handle lead
times of 0 for rotas or rosters
If you have specified a lead time of 0 for your ROTA and rosters,
scheduled reminders are never sent for that group.
On-call
Scheduling
PRB652217
On-call formatted report does not render for On-call formatted report does not render for group managers unless the
group managers unless the group manager is group manager is also a member.
also a member
On-call
Scheduling
PRB623391
User with rota_manager role unable to
create new rota
Orchestration
PRB652189
Condition paths disappear on the workflow
from the custom activity after you publish
an updated version of the activity
Orchestration
PRB656696
Orchestration Test Server Alive Activity NPE being thrown in Fuji Release if SNMP
Credential for the target device exists
Orchestration
PRB654096
AddUserToADGroup.ps1 PowerShell script When running the Add User to Group AD activity, the activity fails due
is missing a parameter
to the missing distingUIshedName parameter. This parameter is reqUIred
when leveraging the LDAP ADSI provider in Powershell to populate a
group.
Orchestration
PRB652756
'Uncaught SyntaxError: Unexpected
token ILLEGAL' when creating custom
activity in the Workflow Editor and with
'glide.UI.escape_all_script' set to true
When the 'glide.UI.escape_all_script' system property is enabled (true), this
causes error 'Uncaught SyntaxError: Unexpected token ILLEGAL' to be
generated during the loading of the form to create a custom activity. This
leads to further errors and impact later on in the custom activity creation
process.
Password Reset
Application
PRB621659
Password Reset Plugin Enrollment does
not take instance URL into account when
By default, when a user tries to access the 'success' page, they are
redirected to: https://<YOUR_INSTANCE_NAME_HERE>.com/
A user with the rota_manager role receives the message 'action not
authorized' after clicking the New button from the My Groups Schedules
list.
The Orchestration Workflow Activity: Test Server Alive throws an Null
Pointer Exception should an active SNMP Credential exist for the target
server.
| Helsinki Fixes | 59
Problem
category
Parent
Short description
Description
accessing the pwd_enrollment_success page pwd_enrollment_success.do. However, for users who are on-prem, have
for users who are enrolled with TEAP/SSO an appended URL, and are logged in via TEAP/SSO, they receive the
following message: 'Resource does not exist or you do not have correct
permissions to access it.' This has been reproduced in Eureka Patch 7.
Password Reset
Application
PRB663754
Geneva Password policy enabled when
Auto_Generate password enabled
Self-Service AD Password Reset returns 'HRESULT: 0x800708C5' error
on Geneva - complexity reqUIrements are not being met.
Password Reset
Application
PRB659009
Password Reset plugin not translated in any
I18N installed language
When the I18N language plugins are active and the Password Reset plugin
is active, the module is usable only in English. Verification questions, hints
on questions in the password reset process, and other text such as Tooltip
hover text and warning messages are not translated into the active language
selected.
Password Reset
Application
PRB669891
OOB PW Reset - AD workflow
not compatible with Minimum Age
reqUIrement in AD
The password history policy is enforced even though the 'Enforce history
policy' flag is disabled on the credential store.
Password Reset
Application
PRB630808
Back button on Password Reset Enrollment
does not do anything and throws a client
side error
When you click on the Back button on the Password Reset Enrollment
form, a client side error is thrown and nothing happens: Uncaught
ReferenceError: goBack is not defined
Password Reset
Application
PRB656425
Alphabetically ordering the Provider List in
Password Reset SMS Enrollment
By default, the OOB Service Provider list is alphabetically sorted.
However, if user adds a new Service Provider, the sort order is lost. An
'order' field does not currently exist on the OOB Service Provider table.
Password Reset
Application
PRB652794
Password Reset is broken if translated UI
messages for updateLockStateImage() client
function in $pwd_new UI Page contain
apostrophes
The pwd_new UI page's Client script is broken by a syntax error if any of
the UI Messages' translations used by a updateLockStateImage() function
have an apostrophe (') in, which is common in French. This breaks all
client side code and prevents the verification from being passed to the reset
of the password. The subsequent button click is submitted as a UI page
post, rather than the expected ajax one, which then fails. The UI pages
$pwd_new and pwd_new have this issue.
Password Reset
Application
PRB651754
'Password rule hint' field type is not
translated HTML
Password Reset pages will not allow translated versions of the Password
rule hint, due to the field type being 'HTML' in the dictionary. - Field:
pwd_cred_store.pwd_rule_hint - Type: 'HTML' - Needs to be 'Translated
HTML' The purpose of this field is that it 'Specifies the password
complexity rules that the user sees during a password reset'. Therefore these
instructions to the end user need to be in that user's session language on
multi-language systems.
| Helsinki Fixes | 60
Problem
category
Parent
Short description
Description
Password Reset
Application
PRB628804
During the Password Reset Enrollment
process, 'Select a question' should not be an
option for an Enrollment question
Password Reset
Application
PRB654665
Geneva ResetPwdAjaxProcessor makes
incorrect assumption on sys_user.source
being populated
Password Reset
Application
PRB652282
Business rule 'Send SMS Code' does not
The business rule 'Send SMS code' from the Password Reset application
take into account the Advanced Script in the does not take into account the possibility that a Notification Service
Notification Service Provider
Provider can be an Advanced Script instead of an email-to-SMS gateway
and will always create an email.
Password Reset
Application
PRB662638
Password Reset - Loading pop-up does not
appear for non-logged user when password
is reset
With a logged user, when the user clicks on 'Reset password', a 'loading'
pop-up appears and the password is reset. With a non-logged user, when
the user clicks on 'Reset password', no pop-up appears and the password is
reset. This can be confusing for the end-user, who does not know that the
request is processing.
Password Reset
Application
PRB634057
Password Reset Client window in Windows
Logon Screen has wrong size, and users
need to scroll down
The Password Reset Client window in the Windows Logon Screen has the
wrong size so the user needs scroll down.
Password Reset
Application
PRB623122
Exclude delegates for Password Reset The 'delegates' checkbox for Password Reset email notifications needs to be
New Password Confirmation, and SendSMS turned off. This PRB is dependent on PRB623114.
Code verification notifications
Password Reset
Application
PRB651503
Success UI macro not working in Password
Reset Process
Password Reset
Application
PRB626692
Password reset is not setting the error
coming from AD properly if the password
reset fails due to policy reqUIrements
Password reset is not setting the error coming from AD properly if
password reset fails due to policy reqUIrements.
Password Reset
Application
PRB643528
Password Rest CTRL+ALT+DEL software
install issue
On Windows 7, after the .NET 4.5.2 and .NET 4.5.2 hot fix rollup install
(KB3022670), thePassword Reset client installation errors out that .NET
Framework 4.5.1 must be installed.
Performance
Analytics
PRB651796
Users with only pa_admin role are unable
to view fields on sys_choice table for base
system breakdown sources
Users with only the pa_admin role are unable to view all fields on
sys_choice table for base system (out of box) breakdown sources that use
the sys_choice table as the facts table. Only the label field is visible.
ResetPwdAjaxProcessor assumes that passwords are managed externally
if the sys_user.source field is populated. This is not necessarily the case
if customers use LDAP Import as a way of populating user details, but
continue to manage the actual password in the instance.
| Helsinki Fixes | 61
Problem
category
Parent
Short description
Description
Performance
Analytics
PRB660870
Drill-down for additional indicators on a
widget goes to wrong element, if the 'Show
Comments' in the display setting of the
Widget is enabled
The drill-down for additional indicators on a widget goes to the wrong
element if the 'Show Comments' in the display setting of the Widget is
enabled.
Performance
Analytics
PRB644314
When adding a PA widget in the Content
Management System, it shows a blank
screen
Performance
Analytics
PRB651756
In a Breakdown widget with Visualization
= Column setting, the field Percentages to
'Percentage of elements' shows the indicator
value
In a Breakdown widget with Visualization = Column setting, the field
Percentages to 'Percentage of elements' do not show the percentages in the
widget. Instead, they show the actual indicator value.
Performance
Analytics
PRB655185
AVG Monthly indicator will show AVG of
AVG when view as Year time series
From an indicator from which we are extracting an average per month,
when we review the results the information on the scorecard and set the
view to 'year to date average', PA is making an average of average.
Performance
Analytics
PRB649838
Special characters such as ampersands in the Special characters, such as ampersands, in selected breakdown element
selected breakdown element cause an error
cause the following error to appear when you generate a chart: 'The
to occur when you generate a chart
entity name must immediately follow the '&' in the entity reference.' The
following second error occurs when you export a PDF if there are commas,
ampersands, or special characters in breakdown elements in widgets: 'The
content of elements must consist of well-formed character data or markup.'
Performance
Analytics
PRB653517
Certain query operators are not supported in
the additional conditions of an indicator
Conditions on an indicator behave differently than the platform in these
ways: - Query operators with fields on the right-hand side such as [greater
than] [field] are not applied on data collection. - String fields are casesensitive. For example, the filter [Description][Contains][Name] will not
return results where the Description field contains 'name'.
Performance
Analytics
PRB623571
[Mobile App] Need appropriate error
messages in scenarios, and documentation
needs to be updated
Users get unclear error messages when they log into the mobile app. These
error messages are not informative. The following scenarios throw unclear
error messages
1.
2.
3.
4.
User does not have rest_service role.
User does not have pa_viewer (or higher) role.
User does have rest_service or the pa_viewer (or higher) role.
User does have pa_viewer (or higher) or the rest_service role.
| Helsinki Fixes | 62
Problem
category
Parent
Short description
Description
5. User have authentication token in mobile and log in after the
authentication token is expired or user password has changed.
Performance
Analytics
PRB650867
Performance Analytics data collection jobs
cause nodes to run out of memory
Scheduled data collections from Performance Analytics can cause
instances to run out of memory when there are a large number of records
in the indicator source. Users will notice being logged off or instance
unavailability. The severity of performance degradation depends on the
frequency of the scheduled data collection jobs.
Performance
Analytics
PRB663655
[CANVAS] Setting glide.UI.escape_text =
false causes the "add to dashboard" feature
to break
Performance
Analytics
PRB668057
Previously collected scores from a Domain
job are unexpectedly overwritten when Run
As user changes to a user on a different
domain
Data Collection jobs which are in a different domain than the RunAs user
will use the job domain for the collection of scores instead of the runAs
user. If you have multiple jobs on a parent domain (e.g. TOP), and you run
these jobs as users from child domains, the scores in the child domain will
be deleted, and the new scores will be placed in TOP, which will then be in
turn overwritten by another job in TOP.
Performance
Analytics
PRB651511
Scoresheets report values 10x higher than
the pa_scores, using different locale than
base instance
Scoresheets report values 10x higher than the pa_scores for a different
system localization than the default en.EN
Performance
Analytics
PRB661837
Whether a user excludes second level
breakdown completely or excludes a
specific combination, the Data Collector
always issues a warning
Whether a user excludes second level breakdown completely or excludes
a specific combination, the Data Collector always issues a warning: "Not
collecting breakdown combination Cost Center / Assignment Group
because it exceeds configured element limit". However, the configuration is
considered (the second level combination(s) will not be collected). This is
visible in the amount of inserts in the DC log.
Performance
Analytics
PRB668056
Data collector uses the domain of the Job to
collect data rather than the domain of Run
As user
Scores are stored as expected under the Run As user domain, but the values
are unexpected as they include records visible from the Jobs domain.
Performance
Analytics
PRB667838
'Show indicator' scorecard row should
follow breakdown element
When show indicator and follow breakdown is selected on a breakdown
scorecard widget, the indicator row will not follow the selected breakdown.
Performance
Analytics
PRB669762
Data collector fails when there is a script
without facts table
Performance Analytics scripts that do not specify a Facts table cause data
collection to fail.
| Helsinki Fixes | 63
Problem
category
Parent
Short description
Description
Performance
Analytics
PRB661753
Time series 'by quarter AVG' has an interval
'Fiscal quarter' instead of 'Quarter'
Performance
Analytics
PRB652174
PA jobs run successfully when scheduled
with inactive user account
Performance
Analytics
PRB641230
x axis is not grouped when using aggregates
on time series widgets
Performance
Analytics
PRB652030
List widget does not follow custom order if
is set to follow also the element
Performance
Analytics
PRB652385
Changing the Fiscal Year has no influence
on the TimeSeries calculation and
presentation on the axis (in Eureka and Fuji)
Performance
Analytics
PRB650134
'Not collecting breakdown RG / SO
combination because it exceeds configured
element limit' appears even after applying
Breakdown matrix exclusions
Performance
Analytics
PRB665941
In PA Scoresheet, when numbers are entered If a number is entered after a letter in the PA Scoresheet's drop-down
into search box, data will be overwritten in
search box, data will be overwritten in the highlighted scoresheet cell with
the highlighted scoresheet cell
that number. This can be reproduced on Fuji and Geneva instances.
Performance
Analytics
PRB668058
Dashboard breakdown sources are no longer In Geneva, PA dashboard breakdown sources are no longer accessible from
accessible from child domains
child domains. In Fuji, these selectors were available.
Performance
Analytics
PRB651411
'Records' tab should be hidden if no records
are being collected
Performance
Analytics
PRB651108
Breakdown Matrix Exclusion for a
Breakdown that is disabled is creating
a NullPointerException and leaves the
collection job(s) in 'collecting' state
Scheduled jobs for Performance Analytics run successfully, even when
scheduled to run as a user that is inactive and locked out.
When setting up breakdown sources in an instance, the calculation
of the combination of the breakdowns is exceeding the configured
element limit. This is in reference to the system property
'com.snc.pa.dc.max_breakdown_elements_level2'. With breakdown
exclusions in the system, the calculation does not seem to take into account
the exclusions in this calculation, as with the exclusions it should not
exceed the limit. However, the error still appears, stating it is exceeding the
configured element limit.
When a Breakdown Exclusion matrix contains a breakdown that is
currently disabled, it produces a NPE and leaves the collection in
'collecting' state.
| Helsinki Fixes | 64
Problem
category
Parent
Short description
Description
Performance
Analytics
PRB652008
Incorrectly configured breakdown
dashboards can break the dashboards screen
When a dashboard Breakdown Source dashboard field is true, and the
Breakdown source is empty, the dashboards screen does not appear
correctly.
Performance
Analytics
PRB653561
Trend line rendering throws exception when When rendering a trended line in score card, a Java exception will be
only one score is valid
thrown if only scores list only contains one valid score.
Performance
Analytics
PRB647545
When viewing a scorecard with a chart type
of 'column chart' with a view of 'By quarter
AVG', when hovering over one of the bars,
the time frame does not match (X axis with
show Q2 2014 and hover will show Q3
2014).
Performance
Analytics
PRB660217
Revert changes due to: Speed up PA
collections clean job by using newly
designed table cleaner
Due to an issue with the newly introduced table cleaner, changes made
have been reverted. See PRB652541.
Performance
Analytics
PRB662412
Not collecting breakdown combination Top
Company / Assignment Group because it
exceeds configured element limit
During data collection, a Breakdown Source is disabled because the
number of elements exceeds the maximum allowed as defined in the
properties, and a new Breakdown Sources is created for the domain for the
'Run as' user.
Performance
Analytics
PRB668718
When exporting to PNG, time series widget
shows all scores when 'show range selector'
is checked
Persistence
PRB661012
Exceptions during attachment upload are
causing dangling sys_attachment_doc
A disk space issue is caused when the user has a large sys_attachment_doc
that cannot be cleaned up by deleting sys_attachment in TableCleaner.
Persistence
PRB647971
Metadata reparenting on Fuji upgrade fails
to copy data, resulting in data loss
Metadata reparenting code runs the MySQL-specific "INSERT INTO...ON
DUPLICATE KEY UPDATE..." for SQL server, which does not work.
Persistence
PRB606013
Importing XML via UI calls loader.java
should write to Mongo for a Mongo DB
instance, but it writes to MySQL instead
When importing via XML to a Mongo DB, it will write to MySQL instead
of Mongo.
Persistence
PRB646891
Prevent expensive/unnecessary field
widening for table_name fields on typically
large tables
Prevent expensive/unnecessary field widening for table_name fields on
typically large tables.
| Helsinki Fixes | 65
Problem
category
Parent
Short description
Description
Persistence
PRB626496
Multiple threads accessing same connection
prevents release of mutex
Persistence
PRB650211
Unable to get
current.variables.<variable_name> in
service catalog reference qualifier when
auto-complete category is routed to readreplica
Unable to get current.variables.<variable_name> in service catalog
reference qualifier when the auto-complete category is routed to readreplica.
Persistence
PRB646836
Tables that extend using
TABLE_PER_HIERARCHY do not delete
correctly (For example extending Task)
Currently, when deleting a table, there is an after business rule that handles
deleting more data other than sys_db_object. It calls a script include, which
unnecessarily deletes any rows from the base table, but this does not break
functionality since it usually tries to delete something already deleted. This
script include also deletes any reference column (sys_dictionary) from
tables that reference this table. Most importantly, this script include calls
gs.dropTable(). GlideSystemUtilDB.dropTable() (e.g. gs.dropTable) does
the actual schema change and calls cleanupTableReferences().
The issue is: when the table extends task, the
GlideSystemUtilDB.dropTable() fails the TableDescriptor.isValid() check
and the DBI.tableDrop() which calls DBTable.deleteExtensionData() is
never exercised, and the cleanupTableReferences() is not done. Therefore,
all the associated tables that have the table_reference or element_reference
attribute are orphaned, and versions/updates are not created.
Persistence
PRB619509
A user can use the UI option to 'Delete All
Records' on the sys_db_object table and
cause instance unavailability and data loss
When a user selects the sys_db_object table and uses the UI option to
'Delete All Records', the table is dropped. Since the sys_db_object has
metadata about tables, and when you delete a record on this table, the table
is dropped - deleting all records could drop all tables.
Persistence
PRB647434
Unable to create event from tables with long Unable to create event from tables with long table name that extends
table name that extends another table such
another table such as 'Task'. This also stops email events from being
as "Task"
processed correctly from user tables.
Persistence
PRB660232
Report on variables (of type Reference)
on sc_req_item results in 'Syntax Error or
Access Rule Violation detected by database
(Not unique table/alias: 'sc_item_option2')'
Persistence
PRB620514
ORA-00001: unique constraint violated
When defining a bar chart report on the sc_req_item table, grouped
by Variables, and with a combination of 'Select Item' and 'Select
Variable' (variables of type Reference), running the report results in the
error 'Syntax Error or Access Rule Violation detected by database (Not
unique table/alias: 'sc_item_option2')'.
| Helsinki Fixes | 66
Problem
category
Parent
Short description
Description
Persistence
PRB643387
Sharding audit on a SQL gateway may cause Sharding audit on a SQL gateway may cause a subquery against history
a subquery against history lines to fail
lines to fail.
Persistence
PRB663097
'Access Rule Violation detected' when
running the report with adding variable to
sc_task table
Persistence
PRB646685
Table Cleaner job runs longer than expected •
and runs periodically for some tables
•
The Table Cleaner job might periodically run much longer than its
normal duration.
Performance degradation across an instance might occur due to DB
connections running for excessive amounts of time.
To see slow DB connections, access the System Diagnostics homepage.
There is a gauge on that page that shows your current active Database
operations. Error messages may include:
•
•
SYSTEM Pool: glide: Database connection obtained on retry 15
WARNING *** WARNING *** GlideServlet:Waited on HTTP
Session synch for: 6202ms
Persistence
PRB636463
When adding variables to a report, a Syntax
Error or Access Rule Violation is detected
by database
Users receive an error when adding variables to a report - Syntax Error or
Access Rule Violation is detected by the database (not unique table/alias:
'task0').
Persistence
PRB643627
sys_id that does not contain UUID causes
comparison failures on instance with Oracle
database
Persistence
PRB645007
Updates not working in SQL Gateway
Persistence
PRB650197
Use of the Table Cleaner against a
Long-running Table Cleaner jobs occur due to a user running the
excessively large table which has never been Table cleaner against a excessively large table which has not been well
cleaned causes instance performance or
maintained with a Table Rotation.
replication degradations
Persistence
PRB647039
Creating reference column results in index
creation error
OnlineAlter is creating index with the wrong storage column name.
Persistence
PRB650194
Database views do not appear in name
choice list in ACLs or in table choice list in
Reports
After upgrading to Fuji, customers on Oracle may experience issues with
creating ACLs for database views, or creating reports on database views.
This stems from an issue with the sys_scope field in sys_metadata being a
A SQL Gateway issue causes unexpected results.
| Helsinki Fixes | 67
Problem
category
Parent
Short description
Description
CHAR 32 datatype, which gets padded with whitespace to be 32 characters
long and causes a join query to fail.
Persistence
PRB650790
Creating unique index even storage alias is
shared by another field that is not unique
If there are more than one fields using the same storage alias fields, when
trying to make one field from dictionary, it creates a unique index and also
affects the other fields. When checking the unique box on dictionary and
saving the record, it checks if that field has duplicate values, but it does not
check for the other fields using the same storage alias.
Planned
Maintenance
PRB655855
Planned maintenance application is not
scope-aware
If using planned maintenance against a scoped application, the business
rules that are created have conditions and scripts that reference the planned
maintenance script includes without using the global qualifiers. Since the
user is in application scope when working with application tables, this
causes access issues and errors when the planned maintenance business
rules run.
Planned
Maintenance
PRB653714
SM Planned Maintenance plugin creates
a record to a non-existent table, which
generates errors when the script is run
When the SM Planned Maintenance (com.snc.planned_maintenance) plugin
is installed, it adds the sm_maint_plan table and a few records on that
table. One of these (081532a14fe671009c5aa88ca310c7f0) references the
cmdb_ci_dc_inverter table, which may not exist on the instance. When the
PlannedMaintenanceUtils script include runs, this sm_maint_plan causes
errors, which prevent other plans from being executed as expected.
Platform
Miscellaneous
PRB639457
GlideFilter.checkRecord() function not
working on Requested Item when condition
includes a catalog Variable with a sys_id
starting with a number
GlideFilter.checkRecord() does not work when the catalog
variable in the condition happens to have a sys_id starting
with a number. For example: GlideFilter.checkRecord(rec,
"variables.879ac70c3742300054b6a3549dbe5d93=sixtyfour"); A compiler
exception is returned, because a sys_id starting with a numeral is not a
valid identifier for JavaScript. Javascript compiler exception: missing ) in
parenthetical...
Platform
Miscellaneous
PRB559220
Plugin log entries lose ref to plugin since
v_plugin is frequently purged/rebUIlt
Platform
Miscellaneous
PRB642412
Apply template priority = None, priority is
saved as 0
There is a template that should fill a choice field (in our case task.priority)
with a value of '--None--. In the template, this value can be selected
normally, but after you apply the template to a record, the value is set to '0'.
In addition, if the record is saved, the value will be saved too (normally '-None--' leads to an empty field in the XML structure of the record). This
is also reproducible with different tables (incident), if the template has a
priority with value --None--.
| Helsinki Fixes | 68
Problem
category
Parent
Short description
Description
Platform
Miscellaneous
PRB603986
StringUtil.isNumeric() fails to recognize
'3.E03' as a numeric value
3.E03 is a valid floating point formatted number according to the Java
language specification. Double.parseDouble() correctly handles this case,
and the regular expression used to match numbers needs to be updated to
correctly handle this case.
Platform
Miscellaneous
PRB650375
max_length of script and script_plain fields
is only 40 if not specified
max_length of script and script_plain fields is only 40 if not specified.
Platform
Miscellaneous
PRB641991
Service Creator's Service Design unable to
load 'demo data' service (stuck in 'Loading')
Platform
Miscellaneous
PRB652164
Remove demo data script deletes other
records reqUIred for self-service
A user submitted a request to remove demo data from his instance. After
the process was complete, the user noticed that non-demo data was deleted
as well (e.g. ESS records and the LDAP Server record producer).
Platform
Miscellaneous
PRB610419
Problem m2m incidents relationship
showing incorrect states
On a list associated to a many to many table, a choice list column such as
'State' will only show choice values from the task table and not from its
child table (incident, problem, change).
Platform
Miscellaneous
PRB607165
Database Views: State field does not show
its display value property
State value does not show its display value if the choice(on sys_choice)
table is created after the creation of the Database view.
Platform
Miscellaneous
PRB594769
Field Label incorrectly pointing to a field
label of the same element but different table
The Field Label of a field on a table extended from the task table is
incorrectly pointing to a field label of the same element but different table
also extended from task. See Steps to Reproduce for an example using the
state element on problem_task and change_request.
Platform
Performance
PRB651349
Product help does not render successfully
for non-CSH links in UI 15/16
When accessing the 'Search Product Documentation' option from the Help
button in UI 15/16, help links that do not have a context-sensitive target
defined, result in a PHP search that returns unusable content. The search
string that is created appears as a URL, like the following example.
Platform
Performance
PRB657091
Semaphores not loaded into memory on
zboot/upgrade until node restart
At node startup, we read from the sys_semaphore table and load them
into memory. We added a new semaphore for AMB in Geneva that did
not get loaded into the memory after the upgrade to Geneva. Now after
the upgrade, we trigger an event that reloads all the semaphores into the
memory.
Platform
Performance
PRB670075
ServletTransaction does not account for
recycled requests and leaves sessions in
session sync
RESTAPIProcessor throws an exception, which causes transactions to
stick.
•
Available semaphores: 16
| Helsinki Fixes | 69
Problem
category
Parent
Short description
Description
•
•
•
•
Queue depth: 150
Max queue depth: 150
Maximum transaction concurrency: 16
Maximum concurrency achieved: 12
Platform
Performance
PRB656000
Session leak
An HTTP session is created for every request, instead of only for requests
that make it into the txn q. This results in invalid requests creating sessions.
Platform
Performance
PRB641476
SampleAccumulator#getStats method
throws ConcurrentModificationException
sometimes
SampleAccumulator#getStats method is not thread-safe and throws
ConcurrentModificationException when being accessed at the same time
when the bucket collector accumulates samples.
Platform
Performance
PRB655862
AMB Service creating client side memory
leak when AMBClient is created in an
iframe
AMB Service is creating client side memory leak when AMBClient is
created in an iframe.
Platform
Performance
PRB624995
Transaction cancellation fails intermittently
on Oracle when the transaction is running a
database query
Transaction cancellation fails intermittently on Oracle when the transaction
is running a database query. This leads to stuck semaphores with the
threads waiting on the database, but the database is not processing the
query. Note that not every stuck semaphore is rooted in this problem, but
this problem is one way that we arrive at stuck semaphores.
Platform Security PRB646854
NPE during zBoot
A zBoot failed on an instance with a NullPointerException in
DefaultRoleUtils.
Platform Security PRB647349
Authentication fails on iPhones when the
signed AuthnRequest option is active for
Multi-SSO
Multisso/SAML does not work for iPhones when Sign AuthnRequest is
turned on.
Platform Security PRB652319
itil role gets a different sys_id than the one
in the XML file
The explicit roles plugin is currently part of com.glide.core. But as part of
this plugin, CSM is flushed into the security manager. This causes some
of the roles (e.g. itil) to get a different sys_id than the one specified in its
XML file because that plugin (com.snc.service) is loaded much later (as
part of com.snc.core). The explicit roles plugin needs to be enabled at the
very end.
Platform Security PRB665720
StorageEncrypter incorrectly encrypts/
decrypts raw strings
This happens for "raw" strings, that is, in case when the original value is
clear text.
| Helsinki Fixes | 70
Problem
category
Parent
Short description
Description
Platform Security PRB631041
After cloning from an instance without
MultiSSO to an instance with MultiSSO
enabled, GlideRecord.addActiveQuery fails
A cloning issue affects instances where a source instance with MultiSSO
disabled is cloned to a target instance with MultiSSO enabled. After the
clone completes, the target instance experiences a NullPointerException
that causes an outage.
Platform Security PRB658317
The script include RoleManager method
expandRole fails to find inherited roles in
Geneva
The RoleManager script include expandRole function now includes a query
for 'inherited' = true, but the sys_user_role_contains table does not have
that column. This results in the expandRole not finding included roles.
Platform Security PRB654181
idp_certificate table needs be preserved
Platform Security PRB623284
MultiSSO: Creating two instances with
Incidents are caused by two IdPs and are created with the same IdP URL.
same IdP URL causes users to be redirected The first IdP URL gets selected and causes users to get redirected to the
to the ServiceNow.com homepage instead of ServiceNow.com homepage.
the instance
Platform Security PRB633025
OOB read ACL is failing while on
kb_feedback and dot-walking to
kb_knowledge fields
Platform Security PRB650180
Too many false-alarms: StorageEncrypter:
Decryption Failed
There are too many false-alarms in production for instances that are NOT
using storage encryption.
SEVERE *** ERROR *** StorageEncrypter:
Decryption Failed, no
registered Key-Provider for hashKey: ECR
The current implementation for sys_properties and sys_variable_value
assumes that any value might be encrypted, and it does not check whether
the type is password/password2. Thus, if any value [in sys_properties or
sys_variable_value] is abc:def or abc#def, it is treated as storage-level
encrypted, and tries to find an encryption key whose hash is 'abc'.
Platform Security PRB637511
Unprocessed security log events bUIld up
and are assigned to a 'null' queue
ServiceNow has identified a defect in a feature backported to Eureka Patch
11 from Fuji. Events originating from the SAML SSO plugin are assigned
to a queue named 'null.' These events are not processed, resulting in an
increase in the event queue backlog and a potential disruption of the event
queue system.
| Helsinki Fixes | 71
Problem
category
Parent
Short description
Description
Platform Security PRB658117
current.isValidRecord() in ACL script
returning false when querying using
GlideRecordSecure
Impersonate a user who is not admin, and try to query with
GlideRecordSecure. You will see no results because the Read ACL for
Knowledge is checking for current.isValidRecord(), which is always
returning false.
Problem
Management
PRB619346
Same business rule has different Active state Two instances were upgraded to Eureka Patch 5. After the upgrade,
after upgrading to Eureka Patch 5
the OOB business rule 'SNC - ITIL - Close Related' (sys_id=
1c263220c6112275006955271bf6ba4f) is active on prod, but inactive on
dev. It also has different Updated/Updated by values.
Procurement
PRB655811
Source Request dialog can be submitted
multiple times. In PO receive, handling
currency field Unit cost.
In the source_request popup used by the Source Request UI action on
sc_task when Procurement is active, if the user clicks 'OK' seven times,
seven copies of the identical PO Line items (source request) are created.
Procurement
PRB653518
Delete of Purchase Order results in a new
PO Number and deletion of PO line items
When deleting a purchase order, a cascade delete dialog window appears.
When clicking 'delete', the dialog remains open and does not return to the
form. If you close the dialog box and go back to the list of purchase orders,
the deleted purchase order results in a new PO number and deletion of PO
line items.
Procurement
PRB652053
Purchase Order [proc_po] Delete UI Action Purchase Order [proc_po] Delete UI Action issue results in client side error
issue results in client side error 'Cannot read "Cannot read property 'destroy' of undefined".
property 'destroy' of undefined'
Product Catalog
PRB655814
Publish to Hardware/Software Catalog
shows inactive categories
When a user tries to publish from the Product Catalog to the Service
Catalog by clicking 'Publish to Hardware Catalog', the category lookup
allows users to select inactive categories.
Project
Management
PRB646162
Project template phase 'initiating'
When using Project Templates, if setting the Phase field to any other value
besides 'initiating', the Phase field will remain with the value 'initiating' in
the project.
Project
Management
PRB650926
When a project has been created from a
demand, the 'Business case' text is not
copied to project 'Business case' field
Project
Management
PRB628769
Task and Story Progress Boards are
unresponsive in Fuji Patch 0 and Fuji Patch
1 if the SDLC - Scrum Process Pack plugin
is installed
If a user installs the SDLC - Scrum Process Pack only and tries to
execute a Task Progress Board or Story Progress Board, they get the
task_planning_board.do displayed. However, the user only gets the
Loading text, and the Progress Board is not rendered. If you check the
| Helsinki Fixes | 72
Problem
category
Parent
Short description
Description
server node log, no errors are thrown. If you check the browser console,
you will see the following messages:
Uncaught SyntaxError: Unexpected token,
task_planning_board.do:195 Uncaught
ReferenceError: ScrumTaskDialog is not defined
task_planning_board.do:491
If you activate the Project Portfolio SUIte plugin, the Task Planning Board
displays as expected.
Project
Management
PRB655645
[Geneva] Copy Project UI action creates
a copy of the parent Project instead of the
Subproject the action is initiated from
After upgrading to Geneva, if you use the 'Copy Project' UI Action on a sub
project, it copies the parent Project instead of the Subproject you created
the copy from.
Project
Management
PRB657637
After upgrade to Geneva, project templates
do not display
After an upgrade to Geneva Patch 1, the project templates no longer
display.
Project
Management
PRB654593
[Geneva] Portfolio Timeline View (Planning
Console) displays the State value rather than
the label
Project
Management
PRB608061
percent_complete_target is always being
rendered in the % Complete list widget as
100%
This is similar to PRB598146, which was fixed in Eureka.
Project
Management
PRB648803
Calendar not visible in planning console
after adding a task
When adding a new task in planning console and trying to change Zoom, it
does not show the menu.
Project
Management
PRB604131
Changing the state choices for pm_project
and pm_project_task breaks Project
Management
There are different OOB business rules and script includes with hard-coded
values for different pm_project and pm_project_task states. These assume
that pm_project and pm_project_task have the same states, and that they are
the basic states defined on task. When users customize the states and state
values for pm_project and pm_project_task, they get unexpected results
where updates to a project task can result in an unexpected state change
to the parent project. Or, if they change the underlying values or remove
them, the invalid states get set into the records. Lastly, if the user properly
configures the dictionary overrides and sys_choice records to change their
close states, 'Task Active State Management' will correctly set the Active
field, but then 'mark closed' has a hard-coded condition for close states
| Helsinki Fixes | 73
Problem
category
Parent
Short description
Description
being 3, 4, or 7, and resets the Active field for every table extended off task
except incident and problem.
Project
Management
PRB662264
Geneva: the Project task creator UI
action generates records without top_task
populated.
In Geneva, the Project task creator UI action generates records without
top_task, sub_tree_root, and other custom fields, which were all populated
in pre-Geneva releases.
Project
Management
PRB650703
Forms making calls to the
GlideScheduleWithCache object experience
latency loading the forms and charts
Forms are rendering slowly. This is caused by the delays in calling the
GlideScheduleWithCache object, which is consistently performing slower
than the legacy GlideSchedule (with no cache) class.
Project
Management
PRB663381
Adding a portfolio to a project will not be
reflected in the related list on the pm_project
record if you have come from the V2 project
plugin
The pm_portfolio field gets inserted as part of the project V2 plugin, which
causes a business rule not to function correctly. As a result, the m2m record
for the related list is not created, and the relation between the project and
the portfolio is not conjured in the related list.
Project
Management
PRB663468
CIO Roadmap shows duplicate project
Projects that have the 'Portfolio' value changed, display in the old
value column and the new value column in the CIO Roadmap timeline
visualization.
Project
Management
PRB625321
Workflow is canceled every time state goes
to qualified
Workflow is canceled every time state goes to qualified.
Project
Management
PRB627639
Creating a Decision related list record on
projects make it a child task of a project so
project's planned duration/end date are no
longer modifiable
When a Decision related list record is created for a project, the project
considers this as one of its child tasks. Thus, planned duration/end date
calculation are rolled up for this record, disabling the ability to modify the
dates on the project. The Decision record has its own planned dates (which
seem to always default to 1 and cannot be modified), but modifying any of
these dates do not reflect to its parent record, which is the project itself.
Project
Management
PRB668817
Users cannot create dependency when locale Users cannot create dependencies when locale is Swedish.
is not English
Project
Management
PRB635702
Project lag time is inaccurate if a project
with tasks and relations is imported from
Microsoft Project 2013
If a project created in Microsoft Project 2013 with multiple tasks and
relationships is imported into the Project Management application, an
incorrect lag value may be inserted.
Project
Management
PRB655260
Geneva: The Copy Template action for
Projects in the Template Form rearranges
the copied project tasks
By using the Copy Template in the Template form, the new copy will have
an issue on the phases order and tasks.
| Helsinki Fixes | 74
Problem
category
Parent
Short description
Description
Project
Management
PRB666362
The Project tasks cannot be assigned on the
planning console if there are inactive users
with project roles
The Project tasks cannot be assigned on the planning console if there
are inactive users with project roles. The 'Assigned to' field displays 'no
matches found'.
Project
Management
PRB622894
Editing a Project Management predecessor
task duration in form view does not change
planned start and planned end dates in
successor tasks
This behavior only happens if the instance was Project Management v2 and
then upgraded to Project Management v3. Editing the same duration in list
view, and then refreshing the list, does cause the correct update.
Project
Management
PRB641162
Project Portfolio gauge does not show the
updated name if it is changed after being
added
The project portfolio gauge name seems to be persistently cached. If the
name of the portfolio is changed, this does not reflect in the gauge.
Project
Management
PRB664936
Assigned To reference icon in Scrum Tasks
(rm_scrum_task) form returns no rows
when Scrum Story has Project but no Team
selected for the Story
SDLC Scrum Task form has a bug where it does not return any values in
the Assigned To reference popup when the associated story for the scrum
task has a value selected for Project but no value for Team selected.
Project
Management
PRB665793
Resource Management report calculation
shows 35h weekly when 7.5 hours daily and
should be 37.5 (5x7.5)
Project
Management
PRB655508
Project Management v3 - If the child task
of a project changes from WIP to Pending,
the parent project changes state to Closed
Skipped
Project
Management
PRB666802
After starting a project, all project tasks,
regardless of dependencies, get moved to
WIP and an actual start date is set
Project
Management
PRB624487
Go-Live dashboard shows 'NaN' for dates
Project
Management
PRB654585
[Geneva] Portfolio Timeline View (Planning
Console) does not show project cost, only
returns error message and undefined
Project
Management
PRB661892
Unable to load 2D version of Roadmap
Project Management v3 - If child task of project changed from WIP to
Pending the parent project changes state to Closed Skipped
The Go-Live dashboard shows values of 'NaN' for dates. However, the
dashboard element shows correctly on the CIO dashboard.
The default 3D version of Roadmap appears to load and function correctly.
However, when selecting the 2D option, the screen gets hung and never
loads.
| Helsinki Fixes | 75
Problem
category
Parent
Short description
Description
Project
Management
PRB647077
Copy Project: Not copying the description
of the project or the task description worked prior to upgrade
When a user does a copy project, prior to the upgrade, it copied all the
Project or Task Description. Now, that information is blanked out.
Project
Management
PRB647794
Copy project template does not create the
The wiki gives instructions on how to copy a project template
same project as the original project template from an existing one (http://wiki.servicenow.com/index.php?
title=Using_Project_Templates#Creating_a_New_Template_from_an_
Existing_Template). But it looks like the copy is not exact. One noticeable
difference is that on the copy project template, the project template tasks
lose their relationship. Therefore, when a project is created from this copy
project template, the top-level project tasks are not the same as the original
project template.
Project
Management
PRB624708
The Portfolio Overview Dashboard in Fuji
does not recognize the value in percent
complete target
Project
Management
PRB666030
'Widget Title Update' business rule is
causing performance issue because of an
invalid query
Project
Management
PRB655652
Actual start date set on sub-tasks does not
roll up to parent task in Project Management
Project
Management
PRB665198
Planning console is blank when the project
has a decimal value in the percent complete
field when the language is Brazilian
Portuguese
When the language is set to Brazilian Portuguese, and a new project is
created with the 'percent complete' set to a valid decimal (e.g: 12,5). The
project can be saved, but the planning console is blank.
Project
Management
PRB633440
'Printer-friendly version' system gear option
does not work with Timecard applications
The 'Printer-friendly version' system gear menu does not work with Time
Card applications under the My Timecard/Current module.
Project
Management
PRB651273
'Parent' field on project record gets erased
when you apply a template
When you create a new project, populate the parent field, and then apply a
template, the parent field is erased.
Project
Management
PRB646481
Related list records (such as rm_defect)
are being considered a child record for a
pm_project_task and thus interferes with the
rollup calculations such as percent_complete
On a normal project, if all the children project tasks of a parent project
task are completed (closed complete, 100 percent complete), then the
parent project task should have a rollup calculation based on these children
project tasks. For example, if all the children project tasks are 100 percent
complete, then the parent project task should be 100 percent complete as
well. However, if there exists a related list record that is considered a part
of the hierarchy for a project (such as rm_defect), then this is considered a
'Widget Title Update' business rule is causing performance issues because
of an invalid query.
| Helsinki Fixes | 76
Problem
category
Parent
Short description
Description
child record as well. But since there are no processes in place that include
this, the rollup calculation is not properly calculated, resulting in the parent
project task not reflecting the accurate data.
Project
Management
PRB661789
Actual Duration is not populating at Top
Task level when subtasks are set to Closed
Complete
The 'Actual Duration' for the Project and the Top task is not populated. It
shows as empty after all the sub tasks are closed and the 'Actual end date' is
set.
Project
Management
PRB663335
Parent field on the Project form should only
show project-related tasks, as selection of
a non-project related task causes errors currently all tasks show
The Parent field of a Project can be set to any record that exists in the Task
table, regardless of what type of task it is. If this field is set to a non-project
related task, it will cause issues such as stopping that project's Gantt chart
from being rendered in the Planning Console. Server-side and client-side
errors occur when doing this. This should be changed so that only projectrelated tasks are able to be selected in that field.
Project
Management
PRB656146
Setting project Calculation Type's dictionary Changing the planned_task.calculation_type field's default value from
default value from Auto to Manual causes
Automatic to Manual, then setting this field at the project level to
error when adding Tasks to project from
Automatic, causes an error when adding tasks from the Gantt chart.
Gantt chart
Project
Management
PRB667141
Session timezone causes the user/group
allocations report to show time off in
previous week
Project
Management
PRB645946
Switching the zoom level from Monthly to
Quarterly is broken
Project
Management
PRB651447
Response Time Indicator on 'Resource
Console' module overlaps on the content of
the page
Project
Management
PRB655952
NullPointerException when clearing unused A NullPointerException regularly occurs when clearing unused schedules
schedules in cache
from the SYSCACHE_SCHEDULE cache.
Project
Management
PRB653646
Tasks disappearing from planning console
Project
Management
PRB664469
Users with timeline_user role cannot
Personalize/Configure their timelines
When inserting a time off all day in the user 'View calendar' for next week,
it appears in the previous week on the user/group allocations report. This
occurs when the user session time zone is set to a timezone with UTC +X.
The issue does not occur for the UTC -X timezones.
The Response Time Indicator on the 'Resource Console' module overlaps
on the content of the list view of the page.
According to Fuji and Geneva documentation (listed below), timeline
administrators or users with the timeline_user role can personalize their
timeline visualizations from the Settings pane in the visualization.
| Helsinki Fixes | 77
Problem
category
Parent
Short description
Description
•
•
Geneva: https://docs.servicenow.com/use/timeline_visualization/
concept/c_TimelineVisualizations.html
Fuji: http://wiki.servicenow.com/index.php?
title=Timeline_Visualizations#gsc.tab=0
At the moment, only timeline administrators can personalize their timelines
due to the following ACL: roadmap_page.* WRITE ACL
Project
Management
PRB664772
Opening planning console takes long time
The planning console page takes a long time to open.
Project Portfolio
Management
PRB666829
Error messages not conveying the correct
meaning to users in Timeline Visualization
If the timeline visualization cannot render data, it always displays the same
message on the page: "TIMELINE VISUALIZATION NOT READY
TO VIEW To view the Timeline Visualization, verify the configuration
settings". This message is vague and does not give the user an idea of what
the exact reason of failure is. Failure to load visualization can happen due
to:
•
•
•
•
No data in table
ACLs on base table not proper
ACLs on timeline table not proper
Data gets hidden due to lane condition 5. URL is incorrect
Project Portfolio
Management
PRB658556
Activating Project Portfolio SUIte
Plugin with demo data overwrites any
modifications to Field Services group's
record values
When activating the IT Financial Management plugin, the
system overwrites any values to the Field Services group (https://
instancename.service-now.com/nav_to.do?uri=sys_user_group.do?
sys_id=74ad1ff3c611227d01d25feac2af603f) with OOB values.
Project Portfolio
Management
PRB661076
RP is undefined when trying to create new
records from a list view on the PPM tables
The new button in the list view for most PPM tables throws an error 'RP
is undefined', preventing users from creating new records. This is known
to affect pm_portfolio, pm_project, and rm_story. The result is that when
the button is clicked, the page is refreshed, but you are not taken to the new
record form.
Project Portfolio
Management
PRB661939
If a user is above the TPH limit and they
install the Project Portfolio SUIte plugin,
tables lose their parents
sys_db_object record updates in the com.snc.test_mgmt plugin specify that
six tables have no parent, but two of the tables actually do. When new task
extensions are created TPH, the directives are ignored. But when a task is
so large that new tables are TPC, the bond between the table and its parent
is broken by loading the sys_db_object record update.
| Helsinki Fixes | 78
Problem
category
Parent
Short description
Description
Project Portfolio
Management
PRB655048
PPM role model change between Fuji and
Geneva are not correctly handled during
upgrade
Users with the project_manager role in Fuji do not have access to records
that they should after upgrading to Geneva. For example, read access to
pm_project_task is not available to the holder of project_manager because
itil has been removed as a dependent role of the project_manager, and that
role is needed by the read ACL for pm_project_task. When an application
deploys a role structure in a release and then changes that role structure in a
subsequent release, the upgrade should include code to map from the old to
the new structure.
Project Portfolio
Management
PRB655724
Parent Project Percent Complete not updated
after when Project Task Percent Complete
is changed after upgrade to Geneva because
updates were not all applied
After upgrading from Fuji Patch 3 Hot Fix 1 to Geneva Patch 0 Hot Fix 1,
updates to Project Tasks no longer update Percent Complete on the Parent
Project. The sys_upgrade_history_log shows that there are two updates
to sys_script_ac1a86557f0000014b9410b344d51224, and the updates are
not the same. One appears to be the new code and the other appears to be
the old code. The order that these are applied appears to be random. If the
new code is applied last, then the bug does not appear, otherwise the bug
appears.
Project Portfolio
Management
PRB655777
Planning Console project selector should
support pagination
The project selector in the planning console loads all projects in one shot;
however, during each GlideRecord load, the platform fires internal queries
for currency fields. To avoid situations in which a large number of records
is loaded into the selector and is never returned, the selector should be
remodeled to support pagination.
Release
Management
PRB589474
Release Gantt chart 'Create task' option
creates project tasks instead of release tasks
In the Release Gantt chart, the 'Create task' option creates project tasks
instead of release tasks.
•
•
If only the Release Management v2 plugin is activated, nothing happens
when the user navigates to a release Gantt chart and uses the New Task
box.
If both the Release Management v2 and the Project Management v2
plugins are active, and the user goes to a release Gantt chart and uses
the New Task box, the user gets a project task and not a release task.
Release
Management
PRB599068
Duplicate feature number is used when
If you use the Go To search on a list of release_feature records to find a
creating new release_feature record after Go specific record by Number, and then click the New button, the new record
To search
will have the number used in the Go To search.
Reporting
PRB643362
Stacked/Grouped bar chart display
backwards from the chart legend
The stacked/grouped bar chart displays backward from the chart legend.
| Helsinki Fixes | 79
Problem
category
Parent
Short description
Description
Reporting
PRB655509
Unable to email a scheduled report on a
custom chart if the Type is set to PDF or
PDF-landscape
Users are unable to schedule emails of custom chart reports if the Type is
set to PDF or PDF-landscape. However, PNG works as expected.
Reporting
PRB655217
Loading GlideFilter causes several
synchronous AJAX calls and causes poor
user experience while loading reports
Synchronous AJAX requests are known to slow down page loads inbrowser. Depending on the complexity of the report being loaded, these
reports can appear to 'freeze' for several seconds at a time before loading is
complete.
Reporting
PRB655510
When saving a domain override of a report
shared to specific groups, groups are lost
when saved
If a user in a subdomain is modifying a global report that has been shared
to specific groups, when the report is modified and saved, the groups the
report is shared to is lost, and the report cannot be located.
Reporting
PRB646771
Processing report.view event generates
excessive logs: 'WARNING ***
WARNING *** Possible bad date set:
com.glide.script.glide_elements.Glide
ElementGlideObject'
While the report.view event is processed, the script action
'Report Stat' is executed: /sysevent_script_action_list.do?
sysparm_query=GOTOevent_name%3Dreport.view%5Ename%3DReport
%20Stat
This generates excessive logs of type
"WARNING *** WARNING *** Possible bad date set:
com.glide.script.glide_elements.GlideElementGlide
Object"
Reporting
PRB648908
Export to PDF is not working for couple of
chart types (Box and Pareto)
For Pareto chart types, the charts are not displayed properly in the PDF.
The chart displays as a line with axis values. For Box chart types, the
chart creation failed with message 'Error: Chart series summary generation
failed'.
Reporting
PRB632947
Pivot Table sums are in USD even though
system is not set to use single currency
model
When viewing a pivot table report and summing the value of a currency
field, the results are always shown in USD even if another user is set with
a different country code. Looking at the items in the system as these users,
they do see the correct currency. Only when running the report it does it
sum as USD.
Reporting
PRB599786
Null orLeading Spaces cause alignment
errors in pivot table
If using a pivot table provide a summary of string fields, if any of the
field have either a leading or trailing space, or if the field is ONLY a
space, it will cause additional unnecessary columns to appear in the table.
Additionally if the fields are created a choice list an a NULL entry is made
the misalignment will occur as well.
| Helsinki Fixes | 80
Problem
category
Parent
Short description
Description
Reporting
PRB660195
Chart on form: bubble chart ignoring 'Report When embedding a Bubble Chart in a form, the filtering defined on the
Condition Extensions'
'Report Condition Extensions' is being ignored and all results are displayed
instead. The 'Report Condition Extensions' works as expected for other
types (e.g. Bar Charts) - only Bubble Charts seem to have this issue. In
addition, if the chart on form is located before the filtered field on the form,
even if filter is correctly applied, there will be an error message. If you
move the chart below, the filtered field the message disappears.
Reporting
PRB645345
IE - input boxes are not tall enough for text
Input boxes are not tall enough for text. This issue needs to be fixed in
compact mode as well.
Reporting
PRB654683
Report chart sizes on Content Management
pages do not persist
Report charts on Content Management pages are not being displayed
correctly after an upgrade from Fuji to Geneva. This is because the height
of the charts is extremely large. Trying to edit the page changes the height
only on the preview page, but it is not reflected on the actual content
page. Change in widget height does not properly persist, which leads to
inconsistent behavior when the chart is viewed in the preview page.
Reporting
PRB652671
Scrolling legend/key cannot be exported to
PDF
When a bar chart (with stacked fields) contains several legends/key (so that
they are divided in multiple scrollable sections), when exporting the report
to PNG/JPEG, the legends are not captured correctly. Only the first few
lines get exported.
Reporting
PRB652321
List Report: New fields created on the
Incident table with 'chart' or 'annotation'
in their name cannot be selected in Report
definition slush bucket
Fields with 'chart' or 'annotation' in their name cannot be selected in report
definition slush buckets.
Reporting
PRB652542
Display Grid - PDF Export - in case of
Display Grid - PDF Export: When grouping by duration, only the first row
group by duration, only the first row display displays the Group Category value. Introduced in Geneva.
the Group Category value
Reporting
PRB653513
When configuring Scheduled Reports, nonadmin users should get a warning about
the ACLs that will be used for creating the
report
When configuring Scheduled Reports, the user should get a warning
regarding the ACLs that will be used for creating the report, when the user
in the configuration is not admin.
Reporting
PRB630388
Displays errors of 'Highlight' function in
Published Calendar reports for 'Weekly'
views
This behavior displays errors in Published reports specifically. When
accessing the original report in the Report section, the Highlight function
works as intended.
| Helsinki Fixes | 81
Problem
category
Parent
Short description
Description
Reporting
PRB627545
New report homepage is missing reports
If sys_report table is domain/override enabled (automatically the case if
from parent domain if the sys_report table is MSP plugin is installed and seems to be common practice for users using
domain/override enabled
domain separation), then the new report homepage is missing reports from
parent domain.
Reporting
PRB621220
List Calculation 'Total' text split on multiple
lines on PDF Export
Reporting
PRB619548
Adding a report to a homepage with
When a report is created with characters such as & ' < in the title, and a
characters like & ' < without making a gauge gauge is not created prior to adding the report to a homepage, the titles
first causes titles to have "&amp"
display '&amp'.
Reporting
PRB645300
0 data labels are displayed in trend
0 data labels are displayed in trend.
Reporting
PRB646334
Sharing a report allows users to update the
report sharing and set 'visible to me,' which
removes access for report owner
When sharing a report with a user group, users in the group can update
the report. If an update changes the sharing preferences of the report and a
shared user sets it to 'visible to me,' then the report is no longer accessible
to the creator or anyone else from the group. Also, the shared user who
made the update does not see the report in their My reports or Group tabs,
but can open the report from the report URL.
Reporting
PRB656289
Reports are always creating update records
even when no fields change on the bUIlder
Reporting
PRB649082
Report engine memory consumption can
cause node to crash or node performance
degradation
Reporting
PRB659149
Export to PDF from Reports drops Data
A PDF export drops records when grouping on a free text string field when
when Grouped By field contains values with the values in the string field differ by case. It either shows two groups with
different Cases
a case-sensitive record in each group, or shows one group and both records.
Reporting
PRB647859
After upgrading from Calgary
to Fuji, report_stats_executions
and report_executions records fill
sys_audit_delete
Reporting
PRB650560
Report BUIlder slushbucket is using some
Report BUIlder slushbucket is using some legacy Ajax APIs that execute a
legacy Ajax APIs that execute a GET call to GET call to ListColumns processor, which will cause many table fields will
ListColumns processor, that in case of many to hit the max GET length.
When a List Calculation is defined on a Related List, and the record is
exported as a PDF, the 'Total' text before the calculation can be split into
multiple lines.
When generating reports on very large tables without filtering the
data, the generated data series can be too large and generate an
OutOfMemoryException. This causes a performance degradation on the
node and, if repeated, can cause a node crash.
The report_stats_executions and report_executions tables show audit=false
in the dictionary record. However, after a Calgary Patch 7 Hotfix 5 instance
is upgraded to Fuji Patch 6 Hotfix 1, any deleted report_stats_executions
and report_executions records are recorded in the sys_audit_delete table.
| Helsinki Fixes | 82
Problem
category
Parent
Short description
Description
table fields will hit the max GET length,
causing incident.
Reporting
PRB613635
Title is wrong in PDF with Czech alphabet
When you create a report with a title that uses the Czech alphabet and
export the report to PDF, the title in the PDF does not match the report.
Reporting
PRB629992
Going back from report to list in Reports
interface does not maintain previous filter
configuration
If a user navigates to View/Run reports and sets up filter criteria, then
navigates to one of the displayed reports, and then goes back to list via
regular navigation or the browser back button, the configured filter is
dropped and the user sees all available reports instead of the filtered list.
Reporting
PRB644326
Line reports show incorrect results when
compared to List report
The same report with the same filters shows different results.
Reporting
PRB662444
Stacked by bar charts always show 0% as
the percent of the chart
If a user creates a stacked bar chart, it always shows 0% in the tooltip as the
total value for the slice of the bar.
Reporting
PRB662085
SummaryTableWriter creates a DB
A very long-running job also has logs that contain warnings about a
transaction before creating a dataset, causing connection owned by that thread not being freed. This resulted in DB
outage
contention and an outage (a very long-running database transaction forced
MySQL to start flushing its writes to disk, which tanked performance and
led to the same kind of issue with scheduled jobs backing up).
Reporting
PRB652091
Report 'Display Grid' is not rendered if the
parameter sysparm_from_list=true.report is
added to report URL
Reporting
PRB647748
When selecting interactive filter on list
report, it changes columns unexpectedly
Reporting
PRB639952
Inconsistency in 'detail' exported for a list
report, depending on click-path taken
A report is configured as a pie chart together with Grid display. However,
when user clicks on the side menu (Daily NC Statistic), only pie chart is
shown, and Grid is not displayed.
There are two paths to exporting detailed List data in a PDF report format:
1. Go through the list-heading context menu, select Export > PDF > ... and
one of the 'Detailed' options. This provides rich per-record Form detail,
but with the generic '<table-label> List' name.
2. Use sys_report_template.do's menu. This is accessible via a button
between the Save and Run buttons. Select 'Export settings', check the
'Export details' box, Close, and then re-access the menu and select
'Export to PDF'. The PDF generated has no form detail, but the saved
report name is used.
The wiki describes these two PDF-export methods separately, one for
Using Lists and one for Reporting. This is fine when considered separately.
| Helsinki Fixes | 83
Problem
category
Parent
Short description
Description
However, it is confusing when exporting a List-type report and different
formats are given when one goes to export to PDF, depending on where the
user clicks.
Reporting
PRB644104
When grouped columns on bar chart export
to PDF, the export uses stacked instead of
grouped
When users export a bar chart with grouped columns to PDF, the exported
report shows the columns as stacked instead of grouped. This works as
expected in Fuji.
Reporting
PRB654164
Content Management report charts display
incorrectly following upgrade from Fuji to
Geneva
Report charts on Content Management pages are not being correctly
displayed after upgrade from Fuji to Geneva. The issue is mainly related
to the height of the charts being extremely large. Trying to edit the page
changes the height only on the preview page, but the change is not reflected
on the actual content page.
Reporting
PRB652692
Reporting on SC variables does not allow
inclusion of variables in a variable set
Fuji introduced the ability to select Service Catalog variables to be columns
on a list report or group by / stack by fields on a chart report for Requested
Items [sc_req_item] (as an example). Consideration was not made,
however, for the inclusion of variables that are contained within a variable
set.
Reporting
PRB640859
Unicode characters removed from PDF
export (for example, ஹலோ)
Unicode characters are not being exported to PDF.
Reporting
PRB662349
[CANVAS] Tags not appearing on
homepage
The Labels content block on a homepage does not pull in the label.
Reporting
PRB663565
Reports homepage 'list configuration' briefly This occurs on slower browsers (Firefox, IE11). When a user goes to
display Angular tags, e.g. {{label}}
report_home.do, they will briefly see the 'List Configuration' setting with
{{label}} for each section for about a second. Note that Chrome runs fast
enough that you do not see it.
Reporting
PRB658848
New calendar: enable different
week numbering depending
on start day of the week glide.UI.date_format.first_day_of_week
If glide.UI.date_format.first_day_of_week is set to 1 (i.e. the week starts
on Sunday), the new calendar will generate week numbers in a non-ISO but
locale en-US manner. Otherwise, ISO week numbers will be generated.
Reporting
PRB636308
When exporting a record to PDF using a
Europe/London timezone, the report header
is incorrect
When exporting any record, the header title with the field "Run Date
& Time" is wrong when system time zone 'Europe/London' is used on
property:glide.sys.default.tz. For example, the header shows: [YYYYMM-DD HH:mm:ss Greenwich Mean Time] The header should show:
| Helsinki Fixes | 84
Problem
category
Parent
Short description
Description
[YYYY-MM-DD HH:mm:ss British Summer Time] or [YYYY-MM-DD
HH:mm:ss (Greenwich Mean Time +1) ].
Reporting
PRB634555
Updating translated report titles from
sys_report_template changes the document
name in sys_translated_text rather than the
translated value
In an instance with more than one language in use and the sys_report.title
field set to the type translated text, updating the title as a non-English
user causes the English value to be updated as well. If the user tries to
update the title a second time, the translated value does not update, but
the English value is changed. This only happens when updating the report
title through the sys_report_template UI page. Updating directly from
sys_report works as expected. It appears that when updating the title from
sys_report_template, it changes the document name in sys_translated_text
rather than the translated value.
Reporting
PRB669172
Reporting: grouping by a field with a % in
the data causes the drill down to error out
with URI Malformed error
If you group by a field that has a % in the data and put that data into a bar
chart, drilling down into the bar chart that has the % as part of the axis
name will cause a URI Malformed error to occur
Reporting
PRB649662
format=gilde_duration does not work on
trend charts that aggregate on average
duration
The data labels on a trend chart aggregating on an average duration will
display incorrectly. For example, 12 days 3 hours 45 minutes will display
as '12345'.
Reporting
PRB643203
Calendar report pulls all the data, applies
ACL rules, and then shows one month of
data
Calendar report pulls all the data, applies ACL rules, and then shows
one month of data. There is a system property available which limits
the number of records calendar report should pull, which is by default is
100000. In this case, the 3129 records from u_vacation is being pulled, and
ACL evaluations are being done on all those records. Response time on
average: Response time(ms): , network: 0, server: 20512, browser: 1968.
Reporting
PRB652817
Running a bar type report where group by
= created and stack by = assignment group
displays all groups except for one
Running a bar type report where group by = created and stack by =
assignment group displays all groups except for one. In one example, this
one group was Service Desk.
Reporting
PRB585117
HTML fields in a form are incorrectly
rendered when exporting to PDF
HTML text that is contained within a form does not render when exporting
the form in PDF.
Reporting
PRB641088
Bar chart report improperly grouping if
two group members have same name but
different ID
Bar chart report improperly grouping if 2 group members have same name
but different ID.
| Helsinki Fixes | 85
Problem
category
Parent
Short description
Description
Reporting
PRB655647
In Fuji, creating a report with a special
character such as an apostrophe shows
unescaped characters on report list
Creating a report with a special character such as an apostrophe in Fuji
shows unescaped characters on report list. Reports then show incorrect
characters in their titles.
Reporting
PRB655729
List PDF export details do not include all
related list records
The first record of the PDF details pulls in the related list 'Affected CIs', but
the others are ignored. The records do have related affected CIs.
Reporting
PRB644875
The 'stacked by' field report does not allow
to get to dot-walkable fields
The 'stacked by' field report does not allow the user to get to dot-walkable
fields.
Reporting
PRB653068
Reports where user sys_id is specified in
When a report is set to a specific user ('me' in sharing settings), but that
'User' field are not shown to that user on
user did not create the report, the user cannot view the report. Users with
report_home.do if sys_created_by is not that old data can experience this issue.
user
Reporting
PRB663958
Published reports containing variables will
display 'null' in column header
Published reports containing variables will display 'null' in the column
header.
Reporting
PRB647533
Home page export to PDF not working as
expected when customized and needs other
parameters
Home page export to PDF is not working as expected when it is customized
and needs other URL parameters.
Reporting
PRB666893
Pivot table links work differently in Helsinki In Fuji, every cell in a Pivot table is pointed to a URL. If the user clicks on
than they did in Fuji
the cell value, it would open the drill down (e.g. Line items) in the same
Tab. The User can also do a right-click on the cell value to open in a new
tab/window. In Helsinki, the cell values are not pointed to a URL and rather
they are pointed to a JavaScript function. Similar to Fuji, if the user clicks
on the cell value, it would open the drill down in the same tab. However,
right-click does not work here.
Resource
Management
PRB647196
Running a Resource Management report
on Resource Reports (Monthly) does not
generate actual hours
If the system property glide.sys.date_format as = dd-MM-yyyy, Resource
Reports Monthly does not generate Resource Actual (hrs) by Month even if
there are time cards for that specific time frame.
Resource
Management
PRB612849
'Copy partial project' is copying 'Actual
Effort'
When using copy partial project, it should not bring over the 'Actual Effort'
since time cards do not get transferred.
Resource
Management
PRB665534
Uncaught TypeError: Cannot read
property 'minValue' of null, coming from
resourceheatmap.js when clicking 'monthly'
on reports from resource management
While attempting to view Resource > Reports, if a user clicks on the
'monthly' button, a loading page displays and never completes unless
the page is refreshed. The following error can be seen in the JavaScript
console of the browser when this occurs: "Uncaught TypeError: Cannot
read property 'minValue' of null".
| Helsinki Fixes | 86
Problem
category
Parent
Short description
Description
Schedules
PRB565972
When using Change Schedule module, time When using the Change > Change Schedule module to move a change
changes are not recorded in the Activity Log to a different time slot, the Activity Log does not report the change
(specifically, it does not report who made the change or that the change
even occurred). This only happens when using the Change Schedule
module. When changing these fields using the Change Request form, the
Activity is logged as it should be.
Schedules
PRB592786
Task SLA for a non-US timezone
incorrectly calculates when US daylight
saving time ends (caused by an incorrect
duration calculation being performed by
GlideSchedule)
When using GlideSchedule to calculate a duration for a non-US timezone
(e.g. Europe/London), but either the start or end date is at the end of
daylight saving for the US/Pacific timezone, then the duration is wrong by
1 hour. NOTE: Daylight saving ends in the US/Pacific timezone on the first
Sunday of November at 02:00am (i.e. 02:00am becomes 01:00am). The
Europe/London times that fall within the hour back that occurs at the end of
daylight saving is 08:00-08:59:59. For example, if the start date or end date
was 2013-11-03 08:00, the duration calculation is affected by this issue.
Schedules
PRB606770
On Call Calendar view does not properly
display half-hour increments
If you have an on-call calendar that spans 30-minute intervals (such as a
US/Pacific schedule viewed in IST time zone), the 30-minute intervals do
not display properly on the on-call calendar.
Schedules
PRB648096
Calendar pages are not displaying dates for
change requests
When creating a calendar page using the Maintenance Windows and
Changes schedule page, planned start and planned end dates for change
requests are not displayed on the calendar.
SDLC
PRB651938
Unnecessary log statement 'gs.log(">>>>>>
LU >>>>>>>>> " + lastUpdated)' clutters
the log file
There are unnecessary log statements -- "gs.log(">>>>>> LU >>>>>>>>>
" + lastUpdated)" -- cluttering up the log file.
SDLC
PRB615059
Burndown chart is displaying same data for
all timezones
Burndown chart is displaying same data for all timezones.
SDLC
PRB624197
Team Velocity chart should not be available The Team Velocity chart works only for teams with Releases (and not for
for Project team
Project teams).
SDLC
PRB629621
Upgrading to Fuji on an instance that has
the SDLC - Scrum Process Pack plugin
results in a second 'New' UI Action on the
cmdb_model list
Upgrading to Fuji on an instance that has the SDLC - Scrum Process Pack
plugin results in a second 'New' UI Action on the cmdb_model list. This
issue occurs on instances that have the SDLC - Scrum Process Pack plugin
(com.snc.sdlc.scrum.pp) installed before the upgrade.
| Helsinki Fixes | 87
Problem
category
Parent
Short description
Description
SDLC
PRB631986
'Assigned to' field shows 'none' in the TASK The 'Assigned to' field is showing 'none' in the TASK Progress Board and
Progress Board
in the related list Scrum task, but the field is populated when opening the
form.
SDLC
PRB649834
Planning board gives unsupported browser
messages in UI11 for supported browsers
SDLC
PRB647503
List columns and pagination in an embedded List columns and pagination in an embedded list are partially hidden and
list are partially hidden and are missing a
are missing a horizontal scroll bar - SDLC planning board
horizontal scroll bar - SDLC planning board
SDLC
PRB630118
Add Scrum Tasks UI action in Stories does
not create tasks for task types that have an
ampersand (&) in the name
Add Scrum Tasks UI action in Stories does not create tasks for task types
that have an ampersand (&) in the name.
SDLC
PRB583192
A JavaScript error occurs on the Planning
Board module when High Security is not
enabled
A client-side JavaScript error occurs on the Planning Board when a release
contains quotation marks. The error (Uncaught SyntaxError: Unexpected
identifier) prevents the planning form from displaying, and users see a
blank white page. The error occurs because the double quotes are not
escaped. Since the setPlanningBoardData() function wraps quotes around
its contents, whatever is inside is being seen as a variable that has not been
defined. Below is an example call from a release called "First 'release' test".
The planning board used to work in UI11 (see any Dublin release).
However, in newer versions, if you try to access the planning board it will
throw the message: 'This browser is not supported by Planning Board.
Compatible browsers include IE10+ and up-to-date versions of Safari,
Google Chrome and Mozilla Firefox'.
setPlanningBoardData(" var release = new
Release('92a63bc7241ab000a3438b2f4d7529c0',
'Release Q1 2013', '2013-01-01 10:34:28');
Release.map[release.id] = release;
Release.array[Release.array.length] = release;
var
release = new
Release('a58326e524763400a3438b2f4d752978',
'First "release" test',
'2013-01-01 23:00:00'); Release.map[release.id]
= release;
Release.array[Release.array.length] = release;
var product = new
Product('5d2f2ce351d6740056278a4b8d4c690c',
'Lindex Reward Program',
| Helsinki Fixes | 88
Problem
category
Parent
Short description
Description
'a58326e524763400a3438b2f4d752978');
Release.map[product.release].addProduct(product);
Product.map['5d2f2ce351d6740056278a4b8d4c690c']
= product; var sprint = new
Sprint('8cb366e524763400a3438b2f4d752959',
'Sprint 1',
'a58326e524763400a3438b2f4d752978', '2013-01-01
23:00:00');
Release.map[sprint.release].addSprint(sprint);
Sprint.map['8cb366e524763400a3438b2f4d752959'] =
sprint; Release.sortedArray =
Release.array.sortBy(function(elem){ return
elem.date; });");
Note: This only affects instances not running the High Security
plugin, or instances that have glide.UI.escape_text disabled.
SDLC
PRB643602
Process flow blank when state set to
'Testing/QA'
If a user changes the state to 'Testing QA' on rm_enhancement, the process
flow does not work. sys_process_flow is set to the wrong state for 'Testing/
QA' on rm_enhancement.
SDLC
PRB652757
Adding Test Cases/SUIte to a Test Plan does Adding Test Cases/SUIte to a Test Plan does not carry attachments over.
not carry attachments over
SDLC
PRB652444
order_index label missing
Data Type 'order_index' label is missing for rm_story table.
SDLC
PRB651647
In 'Release' burndown chart 'Actual
Burndown' includes points from Stories
where State = 'cancelled'
When a user opens a record on the rm_release_scrum table and then
clicks on 'Burndown Chart', the 'Actual Burndown' line (the green line) is
incorrect. The 'Actual Burndown' is showing the points for the remaining
Stories (records in the rm_story table) where State is not set to 'Completed',
which is correct. However, it is also including points from Stories where
State = 'Cancelled'.
SDLC
PRB644840
Out of Box After business rules with
'current.update()' in the script should be
reviewed
OOB After business rules with 'current.update()' in the script need to
be reviewed. The wiki indicates that it is no longer considered best
practice to use 'current.update()' in After business rules. Furthermore, user
customizations to their instances may cause the multiple update issue even
though the OOB script is not changed and does not have the issue on the
OOB instance.
| Helsinki Fixes | 89
Problem
category
Parent
Short description
Description
SDLC
PRB653654
OOB 'New' UI action on Teams
(scrum_pp_team) table causes errors and
does not work from Normal list view
Security Access
Control Lists
PRB658277
HI: Observing security constraints in HI
[Domain Separated] for TASK tables
Security Access
Control Lists
PRB654458
user.hasRole() always returns false if the
user has external roles
Server Side
Scripting
PRB637363
Jelly object variable not being instantiated
When using a <g:evaluate> block within the XML of a UI page that
by <g:evaluate> block in application-scoped exists in the scope of an application, the Jelly object variable is not being
UI page
instantiated. The last statement of a <g:evaluate> block should be set as a
variable named after what's defined in the 'var' parameter. If its name has
the 'jvar_' prefix, it should be accessible in the rest of the script. Attempting
to access it in the rest of the script shows the variable as 'undefined'. This
issue only occurs when the UI page exists in the scope of an application. If
you create it in the global scope, the issue does not occur.
Server Side
Scripting
PRB664383
Make createCDATAelement method a
scriptable object
Server Side
Scripting
PRB650882
[AppScoping] UI action on related list
unable to access parent record
After HI was domain-separated, HI users are observing security constraints
in HI [Domain Separated] for TASK tables. Similar behavior also occurs
for all child tables of task except for the PRB table (PRB records are in the
global domain).
The 'Edit' UI action was overridden from a m2m table in the scope B. In
scope B, a form on a table contains the related list associated to that m2m
relation. The new UI action in the related list is using 'parent.state', where
parent is referring the form record. This last one contains a field 'state'.
When you load the form, you have the following error:
2015-10-22 14:32:09 (256) Default-thread-1
F9356201C3130200D23CDB1122D3AE68 *** Start #118,
path: /sn_compliance_policy_list.do,
user: admin 2015-10-22 14:32:09 (994) Defaultthread-1
F9356201C3130200D23CDB1122D3AE68 [0:00:00.724]
getRealForm 2015-10-22 14:32:10 (110)
Default-thread-1
F9356201C3130200D23CDB1122D3AE68 WARNING ***
WARNING *** Evaluator:
org.mozilla.javascript.EcmaError: "parent" is
not defined. Caused by error in UI
| Helsinki Fixes | 90
Problem
category
Parent
Short description
Description
Action: 'Edit...' at line 1
Server Side
Scripting
PRB645349
function gs.getUserID() is not allowed in
scope when used in a condition field and
called as part of an encoded query in a UI
macro in a scoped application
A user is creating a custom application, and part of that application allows
users to create filter entries. When those filter entries use gs.getUserID() as
part of one of the conditions, and then that filter is used (via a UI page and
UI macro) as part of an addEncodedQuery, gs.getUserID() fails because it
is out of scope.
Server Side
Scripting
PRB621828
Ampersand (&) in URL will break server
side script using decodeURIComponent
Ampersands (&) in URL will break decodeURIComponent.
Server Side
Scripting
PRB659331
UI_policy.xml action on incident unable
to access parent record, throws Evaluator
Warnings based on Phase 2 Jelly error
While running performance loadsims on different datasets and Helsinki
bUIlds, users are seeing a significant frequency of JavaScript errors. Some
key snippets from one example of logs are below:
2016-01-21 18:26:51 (894) Default-thread-6
0300DCAE374912004ED3F71B34990E12 WARNING ***
WARNING *** WithTag2 record not found,
table: incident id:
f68a99ce37dcde000aaf9fa543990e2d
2016-01-21 18:26:51 (902)
Default-thread-6
0300DCAE374912004ED3F71B34990E12 WARNING ***
WARNING *** Evaluator:
org.mozilla.javascript.EcmaError: "parent" is
not defined. Caused by error in Phase 2
Jelly: plugin://com.glide.UI_policy/
UI.jtemplates/UI_policy.xml.2 at line 9
2016-01-21 18:26:51 (903) Default-thread-6
0300DCAE374912004ED3F71B34990E12 WARNING ***
WARNING
*** Evaluator:
org.mozilla.javascript.EcmaError: "parent" is
not defined. Caused by
error in Phase 2 Jelly: plugin://
com.glide.UI_policy/UI.jtemplates/
UI_policy.xml.2 at
line -1
Server Side
Scripting
PRB657139
Template attachments cannot be removed
The attachment select checkbox and the 'remove' button are not available
under the 'manage attachment' options for 'Templates'. When there is an
| Helsinki Fixes | 91
Problem
category
Parent
Short description
Description
Attachment in a Template, a user should have the option to remove the
attachment under the 'Manage Attachments' options.
Service Catalog
PRB638866
Yes/No variables on record producers are
not mapped to True/False fields on forms
If a Yes/No variable on a record producer has the same name as a True/
False field, the variable will not be automatically mapped to the field. In
order for it to work, it must be manually mapped in the 'Script' field on the
producer.
Service Catalog
PRB616700
CMS site global search results for 'Catalog
Items' table links are not created correctly
When you do a global search in a CMS site that returns catalog items, the
URL that is created for 'Catalog Items - XX' (where XX is the number of
items found) does not work correctly. Prior to Eureka, the URL for that
link would be rendered as: <a class="searchtablelink" href="catalog.do?
uri=catalog_find_cms.do%3Fsysparm_search%3Demail">Catalog
Items - 5</a> This link takes you into the normal catalog to see the
resulting items. However, in Eureka this URL is rendered as follows: <a
class="searchtablelink" href="">Catalog Items - 10</a> Notice there is no
value for the href.
The result is that you stay on the same page. In Fuji, the URL is generated
as follows: <a class="searchtablelink" href="catalog.do?uri=.do
%3Fsysparm_search%3Demail">Catalog Items - 10</a> The .do results in
a 'page not found error' when the link is clicked.
Service Catalog
PRB609955
Select box variable always includes none
If a user creates a select box variable and have it using the incident
table and priority field for my choice field, it always includes none even
if I follow the instructions at http://wiki.servicenow.com/index.php?
title=Variable_Types#Select_Box
Service Catalog
PRB660907
Commented script within order gUIde is
corrupting choose options page
A commented script within the order gUIde is corrupting the choose
options page. Tabs have no data, and the catalog item description is null.
Service Catalog
PRB637961
Illegal access to method namer
An error is thrown when using the attribute ref_qual_elements on a Lookup
(com.glideapp.questionset.LookupSelectQuestion)
Select Box variable.
in class
com.glideapp.questionset.SequencedQuestionSet
Service Catalog
PRB639752
Customers using "Category.getItems" have
stuck "/catalog_home.do" transactions,
causing instance functionality degradations
On some Fuji patches, Service Catalog pages cause the semaphores to
hang. This is caused by the cache running out of memory because items are
being cached multiple times, whether or not they were already there. Fuji
Patch 3 up to Fuji Patch 8 instances may be affected. This issue can occur
with just two users and a single item if both try to access the functionality
| Helsinki Fixes | 92
Problem
category
Parent
Short description
Description
at the exact same time. The majority of customers on the affected versions
do not experience this issue as the issue is of concurrency where both the
access must happen at exactly same time.
Service Catalog
PRB654203
[Geneva][Internet Explorer] Reference
magnifying glass renders below input box
on order checkout status page
In Geneva and on Internet Explorer, the reference magnifying glass renders
below the input box on the order checkout status page.
Service Catalog
PRB662751
Localisation: 'will add/has added [price]
[frequency]' not translated
The 'will add' / 'has added' text is hard-coded and cannot be translated.
Service Catalog
PRB646133
Searching for item with ampersand in name
is not found
When search for a catalog item with ampersand in the name, the item is not
found.
Service Catalog
PRB646619
The Copy UI action for sc_cat_item record
only copies the Category reference field on
the form, not all of the Categories within the
Categories related list
'Copy' UI action for sc_cat_item record only copies the Category reference
field on the form, and not all of the Categories within the Categories related
list. When a Catalog admin clicks 'Copy' on the sc_cat_item record, they
expect that all of the Categories within the Categories related list are copied
over. The 'Copy; UI action for the sc_cat_item record only copies one
Category, due to the Category value existing within the Category reference
field on the sc_cat_item table.
Service Catalog
PRB647017
Shopping Cart Page does not translate
boolean value of optional software
The Shopping Cart Page does not translate the boolean value of Yes/No
variables.
Service Catalog
PRB664257
Variable Assignment UI in order gUIde is
off the page formatting
Service Catalog
PRB652593
By default, ITIL users cannot select
any variable for a filter condition on
sc_req_item, but they have the ability to
select these variables
Service Catalog
PRB647593
Removing the 'estimated delivery date'
component from Cart Layout - Order Status
causes client-side error
Service Catalog
PRB664557
Catalog UI policies not applying to variables
in a RITM / Catalog Task variable editor
when read-only (container.getAttribute is
not a function)
ITIL users, by default, do not have read access to variables table
(item_option_new). However, the filter condition on sc_req_item still
offers them the ability to select the variables. This leads to a page that says
they are restricted by security.
Catalog UI Policies and Catalog Client Scripts that are set to 'Applies on
Requested Items' or 'Applies on Catalog Tasks' can fail. This happens when
a write-role has been specified on the variable and viewing the record while
logged in as (impersonating) a user that fails on that role check.
| Helsinki Fixes | 93
Problem
category
Parent
Short description
Description
Service Catalog
PRB665187
Continuous upgrade: Fuji to Geneva
upgrade causing discrepancies in Service
Catalog features
Service Catalog
PRB631062
Rendering issues with 'Found In' widget
when one catalog is available
In the Service Catalog, the topmost catalog link is missing, or the topmost
category link is invalid (points to .do).
Service Catalog
PRB566754
List collector variables incorrectly use
reference qualifier filter
A reference qualifier can sometimes incorrectly apply to the list collector
variable in SC request items if the list collector variable happens to refer
to the same table as the reference qualifier. For example, if a catalog
item contains a list collector referencing [sys_user] and this list collector
displays on a resulting [sc_req_item] record, then a reference qualifier on a
List Collector field on sc_req_item limits the results present in the variable
as well.
Service Catalog
PRB649111
Wrong translation value for 'Copy of' is
added to the catalog item name after it is
copied
The wrong translation value for 'Copy of' is added to the catalog item name
after it is copied. This happens only when the flow is tried in two different
languages. The 'Copy of' remains in the original language.
Service Catalog
PRB659446
Lookup Select Box variable Help
Text/Tag disappears when Reference
qualifier refreshed when triggered by
ref_qual_elements variable change
Lookup Select Box variable's 'More information' Help Text/Help Tag
disappears from the catalog form at the point that the variable's Reference
qualifier filter is refreshed, when triggered by ref_qual_elements=<some
other variable> and that other variable value is changed.
Service Catalog
PRB636637
When an item is ordered via 'Order Item'
button, the title on the Order Status page is
not translated
When an item is ordered via the 'Order Item' button, the title on the Order
Status and table columns page is not translated.
Service Catalog
PRB665292
Variables are not aligned on sc_req_item
page if using variable set
Fields in variable set are not aligning with other variables on the
sc_req_item page.
Service Catalog
PRB638849
'This item' message box in catalog item/
order gUIde
When a catalog item does not have a delivery time or price, a box saying
'This item' text shows up when clicking on Choose Options in the order
gUIde.
Service Catalog
PRB624259
Adding an abort action on sc_cart_item
slows the item's load time and sets the price
to zero
Adding a before insert business rule on sc_cart_item to cancel the insertion
causes a slow down on loading a catalog item. The price is also shown as
$0.
Service Catalog
PRB620190
When setDisplay() hides a variable set
containing a checkbox, it hides other sets
When setDisplay() is used to hide a variable set that contains a checkbox, it
hides other variables sets.
| Helsinki Fixes | 94
Problem
category
Parent
Short description
Description
Service Catalog
PRB644327
Reference qualifier on tree picker in catalog
variable does not restrict selection when
used in RITM
If you add a reference variable to a catalog item and specify the tree_picker
attribute, the reference qualifier is not applied when executing the reference
lookup from a requested item.
Service Catalog
PRB642256
Shopping cart widget title not displaying
correctly
The shopping cart widget title is not displayed correctly.
Service Catalog
PRB645777
If a catalog variable is uninitialized or empty If a catalog variable is uninitialized or an empty value on Record producer,
value on Record Producer, producer gives
producer.<<var_name>> gives undefined value. In Fuji, it returns Empty
undefined value
String('').
Service Catalog
PRB655856
lightweight_glide_list macro is not working,
watch_list variable from Create New
incident record producer is not transferring
to the incident record in Geneva
Service Catalog
PRB646585
Service Catalog checkout slowness on Fuji
On Fuji, there is a significant lag time when customer is adding a lot of
items (i.e. 15 items and more) into the shopping cart. It is slower on Fuji
with the cart layout and is slightly better without cart layout, but it is still
significantly slower than on Eureka.
Service Catalog
PRB652514
Wizard panels (containing two or more
orderable items with mandatory variables)
allow 'checkout' after filling in only the first
item's/tab's mandatory fields [Fuji]
In Fuji, wizard panels (containing two or more orderable items with
mandatory variables) allow 'checkout' after filling in only the first item's/
tab's mandatory fields. In Eureka, the checkout functionality does not work
until all mandatory fields are populated.
Service Catalog
PRB655728
More information tag on Service Catalog
Variables turns HTML into escaped text
When attempting to use HTML in a help_text field on a service catalog
variable, the content renders as escaped text. The HTML tags in
variables 'help text' are only interpreted when the system property named
glide.UI.escape_text is set to false.
Service Catalog
PRB636323
When homepage image of service catalog
category is updated, the image does not
appear on the self-service dashboard
When the homepage image of service catalog category is updated, the
image does not appear on the self-service dashboard.
Service Catalog
PRB653339
Multiple clicks on Proceed to Checkout
button leads to 'Cannot check out with
an empty cart!' error after checkout (see
PRB588289)
Multiple clicks on the Proceed to Checkout button leads to 'Cannot check
out with an empty cart!' error after checkout (see PRB588289).
| Helsinki Fixes | 95
Problem
category
Parent
Short description
Description
Service Catalog
PRB653587
The price in the check box of a Service
The Question field 'Price if checked' used for the check box variable
Catalog item shows as dollars even if a fixed shows the price in dollars on the UI even though the Fixed price is set to
price in another currency is set
a different currency. The item price calculation works correctly, but the
display in the UI for the check box value is not correct. Other variable
prices show correctly against choices.
Service Catalog
PRB646515
UI policies on Variable Sets take precedence
over UI policies on Catalog Item despite
order setting
Service Catalog
PRB658917
Typo in Script Include
CatalogLabelEvaluator function
getSumamryMacro()
The CatalogLabelEvaluator Script Include has a call to a function named
getSumamryMacro(). This is a typo error and should be corrected to
getSummaryMacro().
Service Catalog
PRB649032
JavaScript not escaped during Catalog
Search
JavaScript is not escaped during Catalog Search
Service Catalog
PRB647177
In a variable on a catalog item, the Help
tag does not translate quotations and other
special characters correctly
In a catalog item, if you add a variable and edit the Help tag, quotes are
translated to the eqUIvalent hex code.
Service Catalog
PRB660488
Pricing implications ignore 'Do not select
the first option' on multiple choice catalog
Variable options
Multiple choice catalog variables that have 'Do not select the first option'
set, and have pricing implications on the variable options, will cause the
price shown in the 'order this item' box on the catalog item in the catalog to
have the price and recurring price of the first option added to the total, even
though that first option is not yet selected.
Service Catalog
PRB660782
UI Policy does not work correctly (i.e.
not making label and grouped variables
visible when reverse is true) when label and
checkboxes are all included in UI Policy
UI Policy does not work correctly (i.e. not making label and grouped
variables visible when reverse is true) when label and checkboxes are all
included in UI Policy. This occurred after an upgrade to Geneva Patch 3.
Service Catalog
PRB623955
Recursive ChoiceListGenerator calls can
exhaust/throttle semaphores, causing a node
to become unresponsive
A throttling mechanism was added in ChoiceListGenerator.java that uses
a semaphore set of two semaphores to throttle generator calls. If a thread
recursively calls the ChoiceListGenerator, the semaphore set is depleted
after two iterations, and used semaphores are not released. Any other
threads now also get stuck trying to acqUIre a semaphore and the node
eventually becomes unresponsive.
| Helsinki Fixes | 96
Problem
category
Parent
Short description
Description
Service Catalog
PRB614113
Base instance widget 'Top Requests' has
slow response time if sc_req_item table has
more than 8000 records
The OOB Top Requests widget, which can be added to homepages, renders
slowly in Eureka.
Service Catalog
PRB620002
IE 8 - Wide Single Line Text variable with
lots of text does not truncate to fit in form
window, instead it spreads out in the form
If you have a variable of type 'Wide Single Line Text' on a record (e.g.
Requested Item) and this variable has a very large value (i.e. hundreds
of characters), instead of truncating the text within the text box to fit on
the form, it expands the box to fit all the text. This causes the form to be
expanded instead.
Service Catalog
PRB642841
Two threads attempting to use the same
HashMap in Service Catalog causes
semaphores to hang
When two threads on the same application server attempt to use
CatalogItemCategory.populateCache() at the same time, two semaphores
hang. As a result, multiple occurrences of this issue exhaust the available
semaphores leading to resource issues that reqUIre the node to be restarted.
Service Catalog
PRB644523
Special characters not being honored for
item short description on order status
Special characters in short description are not escaped correctly.
Service Catalog
PRB653575
sysparm_stack URL parameter
does not work on the
com.glideapp.servicecatalog_cat_item_view
UI page
Per the wiki, you can use the sysparm_stack parameter throughout the
ServiceNow interface to add a URL onto the navigation stack, so that
when you press the back button you will be taken to that URL (http://
wiki.servicenow.com/index.php?title=Navigation_Stack). This does not
work on the com.glideapp.servicecatalog_cat_item_view.do page.
Service Catalog
PRB628968
g_form.getReference does not work on
variable editor on sc_req_item RITM form
g_form.getReference does not work on the variable editor on sc_req_item
RITM form, even when the Catalog Client Script is set to run on a
requested item.
Service Catalog
PRB635477
Tasks are not completed in the exact order
in which they are displayed, the previous
task will change from completed/closed to
work in progress and reopens the task.
Service Catalog
PRB646269
Inactive DEFAULT execution plans
[delivery plan] triggered
Inactive DEFAULT execution plans are triggered.
Service Catalog
PRB645848
Warnings appear in log when catalog items
are ordered with sc_layout = false
If sc_layout is set to false in system properties, and catalog items are
ordered by an ESS user, the error messages appear in the logs.
Service Catalog
PRB618911
Problems with 'Found In' widget when there The topmost catalog link is missing, and the topmost category link is
is only one catalog
invalid (points to .do).
| Helsinki Fixes | 97
Problem
category
Parent
Short description
Description
Service Catalog
PRB662702
Add Content (categories) to Catalog
Homepage is considerably slower in Geneva
with User Criteria, preventing it from being
used in large catalogs
Enabling User Criteria causes the Add Content Popup to load considerably
slower in on the Catalog Homepage when displayed via the catalog_home
UI Page. This can lead to timeouts, and nothing is listed in the popup for
instances with large catalogs containing thousands of categories. While
loading, there are incorrect queries being done on other tables for all of the
category sys_ids.
Service Catalog
PRB652048
Reference lookup in $tablet causes error,
will not finish loading datatable
Reference lookup variable causes error in tablet view.
Service Catalog
PRB646241
Service Catalog home page will be blank to
non-admin users if a category has no active
items
Service Catalog
PRB647319
When the Maintain Cart Layouts feature is
turned on, the sc_request view still shows
old non-layouts view
With the Maintain Cart Layouts feature turned on, the sc_request view
should show the new styled view of a request. Instead, it shows the old
style.
Service Catalog
PRB655505
Admin Homepage - Old icons are displayed
and '10 Things' instead of 'Documentation'
display
The Admin Homepage is not displaying the new icons. Also, '10 things'
displays instead of 'documentation'.
Service Catalog
PRB656157
glide.sc.enhance.labels property (append
pricing information to option labels) not
hiding the pricing labels when set to false
This property is supposed to control the pricing information that is
displayed alongside the variable's label information (e.g. Add $X or
Subtract $Y). When the property is set to true, the results are as expected.
However, when set to false, the property works only during first the load
and not on subsequent value change. Current testing has only been done on
select boxes, but the problem may be visible with other variable types.
Service Catalog
PRB657798
Function toggleHelp() on catalog client
scripts throws JavaScript errors in Geneva
The function toggleHelp() is obsolete in Geneva and it causes JavaScript
errors on catalog client scripts.
Service Catalog
PRB648377
Work notes for Catalog Tasks do not
populate on form
Customer is adding work notes to Catalog Task items however those work
notes do not show up on the form once submitted. Field states notes are
only viewable to creator and assigned to person, however notes do not
show up for either person.
Service Catalog
PRB665174
Unchecking the ;Order_Now' button using
Maintain Cart Layouts is not honored
| Helsinki Fixes | 98
Problem
category
Parent
Short description
Description
Service Catalog
PRB648487
'Delivery Date' and 'Estimated Delivery
Date of Complete Order' is wrong when
dateFormat is 'dd/MM/yyyy'
When instance has a dateFormat of 'dd/MM/yyyy', the 'Estimated Delivery
Date of Complete Order' and 'Delivery Date' on the 'Order Status' (Self
Service View) of the request show the date format of 'MM/dd/yyyy'
instead.
Service Catalog
PRB658476
When associated with 'Available For Group',
the Service Catalog category is visible to
unauthorized entitlement groups when
accessed by URL
The Service Catalog category is visible to unauthorized groups when
accessed via URL. When using 'Available For Group' for Category, it
should only allow access to users matching the conditions in the record. But
when a non-group member accesses 'Service Catalog', that Category is not
'shown'. When the user tries to access it via URL, they are able to see it.
Service Catalog
PRB635062
Business rule performing incorrect check
against child records
A business rule named 'request closure' runs on the sc_request table
when a request has been closed as Cancelled or Incomplete. The business
rule incorrectly performs a check against child sc_req_item records
("children.stage != 'Complete'") in the script. This statement always
evaluates to true, as Complete is not a valid stage on an item. As a result,
requested items that may have already reached a Complete (finished) state
have their stages changed.
Service Catalog
PRB665295
In Geneva and Fuji, Multi Line Text field
and UI Macro variables no longer expand
the width of both columns
A design change in Fuji and Geneva prevents Multi Line Text text field
variables from expanding the width of the form. This change from the
behavior in Eureka (see screenshots) can cause issues for customers who
created their variable layouts expecting the old design.
Service Catalog
PRB639059
Reference Qualifier does not work with
Check Box variable
If I have variable A as Check Box and variable B as Reference, B's value is
dependent on A. However, when I check or uncheck A on the catalog task
page, the old value of A is always printed in the reference qualifier of B.
Service Catalog
PRB660772
Contains not working in condition bUIlder
for Catalog UI policy on RITM
Contains not working in condition bUIlder for Catalog UI policy on RITM
Service Catalog
PRB650073
Special characters escaping in the service
catalog variable and the summary page in
edit cart view
A blank screen appears after clicking 'Proceed to Checkout' on the two-step
shopping cart page or 'Edit Cart' button when the variable question value
contains an ampersand.
Service Catalog
PRB624719
On an order gUIde, variable values
are lost when user goes back using
'describe needs' button because of
sc_cart.current_gUIde_serial 4000 character
limit
| Helsinki Fixes | 99
Problem
category
Parent
Short description
Description
Service Catalog
PRB623383
Approval Summarizer on Request: Accept
does not reverse changes made by Deny for
Requested Item
This is a continuation of PRB596595. Out-of-box, an approval record for
a Request (sc_request) will contain the Approval Summarizer on the form,
which lists all RITMs under the Request, and it will allow selecting Deny/
Accept on each item. Accept is shown after clicking Deny, which gives
the user the impression that they can change their mind before Approving
the approval. However, this does not take into account the other out-ofbox business rules which will close and deactivate the RITM when clicking
Deny. Accept does not re-open the RITM, and this leads to a workflow
context running on a Closed/inactive RITM.
Service Catalog
PRB623458
HTML tags display in read-only multi-line
text variable
HTML code is displayed in read-only, multi-line text variable.
Service Catalog
PRB644842
In Internet Explorer 11, a Service Catalog
category with no description is collapsed
and 'null' is displayed
In Internet Explorer 11, when a Service Catalog category with no
description is collapsed, 'null' is displayed.
Service Catalog
PRB651684
Catalog UI policies are being deleted
(e.g. service creator, preview service,
service_preview)
Catalog UI policies are being deleted (e.g. service creator, preview service,
service_preview).
Service Catalog
PRB645441
Service Creator via Mobile is creating
records in 'sc_req_item' table instead of in
the table specified in the Service Creator
record
The Service Creator via Mobile is creating records in the 'sc_req_item' table
instead of in the table specified in the Service Creator record. The expected
behavior should be similar to Record Producer records, where when
ordering these Items via the Catalog, it will create the end record in the
table specified on the Definition record (sc_cat_item_producer_service).
Service Catalog
PRB619720
'Found in' widget is not showing correct tree When an item is in two catalogs, and a user searches for the item from one
catalog, the result shows it that it was found in the other catalog.
Service Catalog
PRB641459
Recurring price from variable is not
showing in cart unless there is a recurring
price on the catalog item
If the catalog item does not have a recurring price, then the recurring
price does not appear in the cart even when variable choices will cause a
recurring price.
Service Catalog
PRB649987
PriceGenerator code gets called regardless
of Cart Layout settings
There are many unnecessary calls to the PriceGenerator code being
made for service catalog items, even when their cart layouts are
defined to specifically omit the prices. This issue was originally
opened as PRB628164 (the GlideappCatalogPriceGenerator gets called
unconditionally, even if glide.sc.price.display=never), and the problem was
closed. However, the code still demonstrates the same behavior: regardless
of whether we display the price or not, we always calculate the price.
| Helsinki Fixes | 100
Problem
category
Parent
Short description
Description
Catalog items are rendering slowly because of unnecessary function calls
that include DB queries.
Service Catalog
PRB652825
Cart layout issues with Total
Whenever a user changes the cart layout settings for the shopping cart
widget, the 'Total' column is blank on the checkout and order status pages.
Service Catalog
PRB664440
Variable set title displays twice in Geneva UI11
In UI11, the variable set title displays twice in Geneva.
Service Catalog
PRB648297
Accessibility: Service Catalog's Add
Content button in UI16 is unlabeled
When tabbing to the Add Content button, VoiceOver describes the button
as 'button'. It should have a label that indicates its function.
Service Catalog
PRB628474
Close Task button bypasses UI policies
•
•
Create a UI Policy for Catalog Task that makes a field mandatory
when the State is Closed Complete * Create a Catalog Task, leave the
mandatory field blank
Click the Close Task button Expected behavior: UI Policy executes,
makes the field mandatory, close/update is stopped and the user is
prompted for the reqUIred field.
Actual behavior: Catalog Task is Closed, the UI Policy does not run.
Service Catalog
PRB639869
Publishing new or updated sections using
Item Designer causes unexpected results on
the Catalog Item record
When publishing new or updated sections, there are Item Designer issues
that cause unexpected results on the Catalog Item record.
Service Catalog
PRB650795
When an out of box Service Catalog item
(sc_cat_item) or category (sc_category)
form is updated, the updates are not visible
on other app nodes without performing a
cache flush
When users update an out of box Service Catalog item (sc_cat_item) or
category (sc_category) form, the updates are visible only on the application
node where the user is logged in. They are not visible on other app nodes
until the cache is flushed.
Service Catalog
PRB617152
Default value for Select Box variable is
ignored in mobile service catalog
When accessing service catalogs within the Mobile UI, the default value for
the select box variables is ignored.
Service Catalog
PRB636020
Catalog variables that use advanced
reference qualifiers calling script includes
experience long AJAX XMLHttp return
times depending on how many variables are
on the item
Catalog variables that use advanced reference qualifiers calling script
includes experience long AJAX XMLHttp return times depending on how
many variables are on the item.
| Helsinki Fixes | 101
Problem
category
Parent
Short description
Description
Service Catalog
PRB663197
Hint does not update when variable is
updated
A reference variable has a default value. When the variable initially loads, a
hint will appear. However, the hint does not update when the user changes
the variable.
Service Catalog
PRB653227
Check Box [True/False] variables are
not translating to French in Approval
Summarizer
Checkbox variable values are not translated on the approval summarizer.
Service Catalog
PRB654187
ref_qual_elements attribute causes variable
to be reset
If a variable has an attribute of 'ref_qual_elements=other_variable', when
the value of other_variable changes, the variable is reset to the default
value. This makes sense for the case where the original value of the
variable no longer meets the reference qualifier filter. However, when the
value is valid for both the before and after, the value should be kept.
Service Catalog
PRB647556
Catalog order status is missing translations
for Description %s, Delivery Date, Stage,
and Price (ea.)
Cart Table titles are not translated for non-English languages. The
Description %s, Delivery Date, Stage, and Price (ea.) column titles are not
translated.
Service Catalog
PRB663217
Catalog Data Lookup cache is inefficient
while warming up for first time
If a user has a large number of catalog items, the Catalog Data Lookup
cache will take a long time to load on the first view. If the cache is flushed
multiple times a day, this leads to long delays to show a simple catalog
item. The user is forced to wait until the cache is warmed up before they
can proceed.
Service Catalog
PRB656301
The 'More information' link cannot be
reached when using the tab key to move
through page elements
In record producers, when tabbing through the elements in the page using
the tab key, the 'More information' link cannot be reached.
Service Catalog
PRB664356
Collapse (Toggle/Expand) icon on the
Container start is not showing + / - and it
only shows - all the time
Service Catalog
PRB648418
property glide.sc.allow.quantity is not
working with cart layout enabled on Fuji
and Geneva
property glide.sc.allow.quantity is not working with cart layout enabled on
Fuji and Geneva
Service Catalog
PRB657894
The TASK table and the Catalog Task use
the same numbering prefix, which causes
number duplication
If the auto-numbering maxes out for both Catalog Task and TASK table, it
can cause number duplication to occur. If a user has the number field set to
'unique', this can cause a duplication error message to throw.
| Helsinki Fixes | 102
Problem
category
Parent
Short description
Description
Service Catalog
PRB648805
Secondary nodes are unstable when User
Criteria is enabled and there are LDAP
imports
If User Criteria is enabled on instances with a very large number of users,
the secondary nodes are unusable if there are very large imports on the user
table (such as daily LDAP imports).
Service Catalog
PRB649309
Expanding 'More Information' via search
opens the item
In the catalog item list view from search, clicking 'More Information' on
any item opens the item. 'More Information' should open details of the
catalog item without navigating to item detail view that allows you to add
the item to cart.
Service Catalog
PRB614832
Content_Site Table error causing a job to be
looping after upgrading to Eureka
After upgrading to Eureka, the glide.scheduler.worker.1 is triggered and
loops.
Service Catalog
PRB659918
The title of variable sets in order gUIde is
not displayed in Geneva
The title of variable sets in order gUIde is not displayed in Geneva.
Service Catalog
PRB661078
Making a reference variable read-only
causes the length to decrease unexpectedly
The length of 'Read Only' reference type fields is shorter than usual on
Catalog Items after Geneva upgrade.
Service Catalog
PRB614455
Client-side error thrown when container
start/end is mandatory
A client-side error occurs when the container start variable is mandatory,
the container end variable is mandatory, and the cart is submitted.
Service Catalog
PRB643188
The onSubmit client script on sc_cart is not
called the second time
The onSubmit client script on sc_cart is not called the second time.
Service Catalog
PRB661034
The Company Policies qUIck link in Service The Company Policies qUIck link in Service Catalog causes a "frame
Catalog causes a "frame inside the frame"
inside the frame" issue. The cause of the issue is that Company Policies is a
issue
content type that expects a knowledge base article.
Service Catalog
PRB646183
Mandatory indicator improperly reappears
when a Lookup select box variable with
reference qualifier is refreshed
Service Catalog
PRB655875
Cascading Date/Time variables do not work
as expected in Order GUIdes when the
system property 'glide.sys.time_format' is
configured to use 24-hour clock 'HH:mm:ss'
Service Catalog
PRB663243
Creation of Service Catalog
Item(sc_cat_item) needs more than 60
seconds to create
If a catalog item includes two lookup select box variables where variable
#2 has the variable #1 set as a ref_qual_elements attribute, and variable #2
is 'Mandatory' in its variable definition but was marked as not mandatory
by a Catalog UI policy, then selecting a value for variable #1 results in the
asterisk indicator for the mandatory field incorrectly reappearing.
| Helsinki Fixes | 103
Problem
category
Parent
Short description
Description
Service Catalog
PRB664348
Variables, type UI Macro render labels
In Geneva UI macro, variables are rendering labels.
Service Catalog
PRB619519
[MobileUI] onChange Catalog client script
exhibits different behavior on mobile/
desktop
The onChange catalog client script exhibits different behavior on mobile/
desktop.
Service Catalog
PRB665242
Large query to sc_item_option_mtom table
when opening a new sc_task form
When opening a new sc_task form, a query is generated to
sc_item_option_mtom, where request_item is sc_task.request_item. Since
request_item is NULL, a large query can be generated.
WARNING *** WARNING *** Large Table: Table
handling an extremely
large result set: 119090 Query that got us here
is: TABLENAME = sc_item_option_mtom
ENCODED_QUERY = request_item=
Service Catalog
PRB648540
Item Ordering widget not displaying / not
visible when Shopping Cart widget is not
visible
Service Catalog
PRB613201
The 'Do not select the first choice' option
in multiple choice variables does not work
when the item is included in an Order
GUIde
The "Do not select the first choice" option in multiple choice variables does
not work when included in an Order gUIde.
Service Catalog
PRB621258
Catalog categories are not cached properly
across nodes
Category objects are corrupt within the cache. A production node can
sometimes (randomly) have a missing category (e.g. Software). The
getTitle method returned null on the category, suggesting that the category
was corrupt, since the title is mandatory on sc_category.
Service Catalog
PRB643333
Record Producer Catalog client script
onSubmit does not work on Mobile UI
Record Producer Catalog client script onSubmit does not work on Mobile
UI.
Service Catalog
PRB644302
Javascript error: catArr variable on item
When a single content item [sc_content_item] is presented at the top of
widget undefined on search results page
search results, a JavaScript exception is thrown and the Found In widget
when only one content item sc_content_item does not show the content item in its parent category.
found
Service Catalog
PRB653425
Making HTML Variable 'Read-only' on
Geneva still shows the Editor bar and large
On Geneva, the Editor bar and the large text box still remain even when
making the variable read-only. This is different than what occurs on Fuji,
| Helsinki Fixes | 104
Problem
category
Parent
Short description
Description
text box - different behavior than on Fuji
and earlier versions
where the editor bar is hidden and the box is made smaller to only fit the
text that is needed.
Service Catalog
PRB645433
When Compact View is enabled, it pushes
When Compact View is enabled, text is pushed down for single-line text
the text down in single-line text fields within fields in the Service Catalog.
the Service Catalog
Service Catalog
PRB655476
Labels above sets of checkbox variables are
no longer automatically hidden when the
checkboxes are all hidden
Labels above groups of checkbox variables are no longer automatically
hidden when the checkboxes are all hidden. There is a clever feature in
catalog items to automatically group sets of checkbox variables that appear
after a label when rendered in the catalog or variable editor on forms. In
Fuji, if all checkboxes in one of these groups are hidden by UI Policies, the
label is also hidden automatically. In Geneva, the label remains on screen.
Service Catalog
PRB659930
The pricing calculation for variables of
multiple choice type is failing, showing
huge rounded off values
The pricing calculation for variables of multiple choice type is failing,
showing huge rounded off values.
Service Catalog
PRB646637
Rejected approval changes the state to
Cancelled instead of Rejected
When a requested item reqUIres an approval and the approval gets rejected,
the expected new state of the requested item is 'Rejected', not 'Cancelled'.
Service Catalog
PRB647382
When inserting sc_req_item for a request
without defining the cat_item, the system
generates a NullPointerException when the
after insert BR 'Update recurring prices on
request' is called
When we are inserting records on sc_req_item table through scripts via scripted web services or background script - a NullPointerException
is generated when the 'Update recurring prices on request' business
rule is triggered. The exception is generated if no cat_item is specified
for the sc_req_item and the item is inserted. The code where the NPE
is generated is: public CatalogPriceCalculator(GlideRecord gr) in
CatalogPriceCalculator.java
Service Catalog
PRB658109
The CatalogLabelEvaluator script include
does not verify values exist before using
them
For larger systems, this can return an extremely large result set (e.g. tens
of millions of records). This causes unnecessary IO on the database server,
'pollution' of the database server buffer cache, excessive network I/O
between the database and the application server, and excessive memory
usage on the application server, which has caused excessive garbage
collection and OutOfMemoryException errors to occur.
Service Catalog
PRB636221
Calculate Total Delivery Time business rule
does not calculate time accurately
The Calculate Total Delivery Time business rule does not calculate time
accurately. Without a calendar specified, the total delivery time is always
the maximum duration on one of the tasks.
| Helsinki Fixes | 105
Problem
category
Parent
Short description
Description
Service Catalog
PRB659849
Service Catalog - Top Requests section does In Service Catalog, the Top Request section does not show any results
not show any results when item category
when the item category is changed to 'Top Requests'. Also, it takes a long
changed to 'Top Requests'
time (~30 seconds) to load the service catalog section after changing the
item category to 'Top Requests'.
Service Catalog
PRB649908
Advanced reference qualifier does not use
The Advanced reference qualifier does not use 'current' correctly on the
'current' correctly on catalog task form when catalog task form when first loaded. On the Catalog task form, variables
first loaded
are made available by the workflow and execution plan, but when using
'current.variables' in the Advanced reference qualifier, the result is always
undefined.
Service Catalog
PRB645778
'Admin Home' Catalog has some categories
that are missing the Catalog value, or have
the wrong Catalog value
The 'Admin Home' Catalog has some categories that are missing the
Catalog value, or have the wrong Catalog value. They should have the
value 'Admin Home' as that is the catalog of their parent category 'Service
Catalog'.
•
•
•
Catalog Definition
Catalog Processing
Advanced Options
Service Catalog
PRB620080
Variable of type Macro with Label for
Catalog Items does not honor mandatory UI
policy
Variable with type of Macro with Label on Catalog Items does not work on
when it is mandatory on the Catalog UI policy.
Service Catalog
PRB621773
Cancel request navigates away from service
catalog
Canceling a request on the order status screen navigates away from the
service catalog and to home.do.
Service Catalog
PRB650715
Unable to save variables in a record if a field The user is unable to make any changes to variables in the sc_req_item
in that record uses current.variables as part
form. Modified variable values are not saved.
of a calculated value
Service Catalog
PRB642193
'Item Designer - Task Sequence Complete'
business rule sends event when updating
closed catalog task
The Item Designer - Task Sequence Complete business rule sends an event
when updating the closed catalog task and fires the 'wait for wf event,'
which should wait for the current task to complete. This causes the base
system Item Designer - Fulfillment workflow to end prematurely and close
the requested item, even though there are open tasks.
Service Catalog
PRB649441
A 'null' value is appearing in checkout page
A 'null' value is appearing on the checkout page.
| Helsinki Fixes | 106
Problem
category
Parent
Short description
Description
Service Catalog
PRB645993
Help Tag on Service Catalog Variables turns The Help Tag on Service Catalog variables does not honor basic HTML
symbols into escaped text
tags. It turns symbols into escaped text and also shows blacklisted tags and
attributes.
Service Catalog
PRB652218
Variable Set not honoring item-specific
order on catalog item
Service Catalog
PRB646613
Multiple-choice Service Catalog variables
When first viewed in the catalog, a Service Catalog item with a multiplewith 'Do not select the first choice' get saved choice variable (radio buttons) that is set to 'Do not select the first choice'
with the first choice
will have no radio buttons selected (as expected). But, when the item is
added to the cart or ordered directly, the variable gains the value of the first
option. It should be an empty value.
Service Catalog
PRB663184
'Hide items for admin homepage' does not
execute correctly when viewed in a report
'Hide items for admin homepage' does not execute correctly when viewed
in a report.
Service Catalog
PRB663580
Content item opens within catalog when the
target configuration is set to open in new
window
Content item opens within the catalog when the target configuration is
set to open in a new window. This is similar to PRB604475, but the issue
seems to still exist for internal content.
Service Catalog
PRB647153
The data in Special instructions field is not
showing up after clicking on back button
Service Catalog
PRB647589
user_criteria table is not extending any
tables OOB, but upon upgrade, some
instances have it reparented to extend
Application File
Service Catalog
PRB657810
The TinyMCE HTML editor does not load
In the Geneva release, the TinyMCE HTML editor does not load correctly
correctly when configured as a variable for a when configured as a variable for a catalog item. There are significant
catalog item
differences between the options available in the header for the editor (for
example, the Formats drop-down menu is empty).
Service Catalog
PRB654705
Alignment of variable question text/label
moved to left of input box instead of above
the input box
The alignment of variable question text/label was moved to the left of the
input box, instead of above the input box. This makes multi-lined questions
difficult to read.
Service Catalog
PRB659342
getUniqueValue() function does not always
work within Catalog Client Scripts
The wiki product documentation states that getUniqueValue() works
within Client Scripts. However, using it within Catalog Client Scripts
returns no values. (See http://wiki.servicenow.com/index.php?
title=GlideForm_(g_form)#gsc.tab=0.)
Variable Set not honoring item-specific order on catalog item.
| Helsinki Fixes | 107
Problem
category
Parent
Short description
Description
Service
Management
Designer
PRB651114
Error message appears on custom
application Request Template form
When editing an existing or creating a new Request Template for a custom
application, the error message "There are no applications installed! Either
install an application or create a new one" appears at the bottom of the
form.
Service Mapping PRB659426
Service Mapping does not allow a user to
mark a boundary on connections created by
DNS cluster
Service Mapping PRB662439
Collector crash on parsing huge XML files
Service Mapping PRB657118
PatternMigrationWS does not update the
extend from attribute
When running migration, the PatternMigrationWS does not update the
extend from attribute.
Service Mapping PRB657785
Pattern debugger throws error when starting
debug on connection section
Pattern debugger throws error when starting debug on connection section,
and the last step in the identification section is a reference to library.
Service Mapping PRB662314
Cisco ACE pattern is not creating outgoing
connections when the incoming connection
is not of type HTTP
When the incoming connection is not HTTP, the pattern fails to discover
outgoing connections.
Service Mapping PRB664082
Exchange 2013 issues (ID, groovy code
failure, browser version)
- CI ID should be changed to cmdb_ci_exchange_cas. - Browser version
that can be different for each customer depending on their browser version.
- Missing class needs to be added.
Service Mapping PRB655918
Instance table cmdb_ci_endpoint_iis does
The instance table cmdb_ci_endpoint_iis does not extend
not extend cmbb_ci_endpoint_inclusion DB cmb_ci_endpoint_inclusion DB table on later Fuji patches.
table on later Fuji patches
Service Mapping PRB662471
Pattern library load fails when there is a
field CI which starts with number (e.g.
3rd_party_website)
When some CI field is not XML valid (for example it starts with a number),
the PatternLibrary.getCiTypes fail, and Service Mapping cannot discover
any applications.
Service Mapping PRB656299
Multiple serious problems during CMDB
model upgrade from Geneva to Helsinki
Upgrading from Geneva to Helsinki takes a very long time, with many
NullPointerExceptions during the upgrade process. See the steps to
reproduce section for errors.
Service Mapping PRB657486
config.xml is not completely retrieved from
server
Service Mapping PRB657749
Service Mapping customers cannot control
the MID being used other than by setting IP
ranges
Service Mapping is randomly selecting a MID that satisfies the IP
ranges reqUIrements. It should go in addition through the script
| Helsinki Fixes | 108
Problem
category
Parent
Short description
Description
MIDServerSelector that takes capabilities into account and also provides a
way to change it.
Service Mapping PRB658273
Duplicate named cmdb_rel_type records
cause identification failures
If more than one cmdb_rel_type record has the same parent and child
descriptors (e.g. "Contains" and "Contained by"), identification may fail
with an "Unable to resolve dependency" error.
Service Mapping PRB657892
When the CMDB contains large number of When the CMDB has millions of CIs, the load time for Service Maps is
CI (millions), the service maps load time is a more than a minute. This makes Service Mapping unusable.
minute or more
Service Mapping PRB662376
The current MID server selection algorithm
by Service Mapping is problematic for
multiple MIDs without IP ranges
Service Mapping PRB661196
An auto-upgrade of the MID Server failed
Service Mapping PRB665551
When creating a subpath for network or
storage, the current code uses an API that
generates a new GUID every time, leading
to churn in the Blob store
Service Mapping PRB659822
Geneva - Service Mapping chooses inactive
Solaris local zone
Service Mapping PRB658325
cmdb_ci_service.service_classification field cmdb_ci_service.service_classification field is set Read-Only in dictionary
is set Read-Only in dictionary by Service
by Service Mapping plugin installation. This field is on cmdb_ci_service,
Mapping plugin installation
so this and all the extended tables are affected, including existing preService Mapping users of this table.
Service Mapping PRB664720
F5 LTM 'Filter Virtual Servers by port' not
working
Service Mapping PRB658471
Entry point with wrong fields in debugger
Service Mapping PRB658977
ServiceWatch and Service Mapping
create connection to wrong IP as result of
incorrectly parsing host name as a hex value
Service Mapping PRB659198
Identification engine errors do not supply
enough information in the Discovery log
The current algorithm is hard-coded in Java and selects MID based on IP
ranges. MID without ranges is considered as covering all ranges.
When a user enters debugger for Tomcat WAR for Linux pattern, the user
gets an entry point with incorrect fields. In cmdb_ci_endpoint_tomcat_war
table, the right criterion attributes are there.
In the Discovery log, the information for Identification engine errors is
not sufficient to understand which steps should be done in order to solve
| Helsinki Fixes | 109
Problem
category
Parent
Short description
Description
the problem. The Discovery log should include more information on the
sys_class_name and attributes and a proposed solution when possible.
Service Mapping PRB662334
Registry browser hangs when opened from
the search assistant
Service Mapping PRB653962
Loading data for history view can cause
severe performance issues
Loading data for history view can cause severe performance issues.
Service Mapping PRB666448
Deadlock in MID Server
Sometimes deadlock occurs when Discovery is in process (pattern
executed), and a user edits and saves some pattern or preforms other action
that reqUIres file synchronization with the MID Server. This causes restart
of the MID Server after some timeout, when the MID Server does not
work.
Service Portfolio PRB585857
Management
Error in business rule: 'Calculate
Availability History'
An OOB business rule on OOB instances throws an 'Calculate Availability
History' error when called to calculate availability. This is related to
PRB565938.
ServiceWatch
Fuji Scom integration not working due to
lack of SCOMclient2012.exe
Executable files and installation process reqUIred to activate the SCOM
connector are missing. When trying to run the connector, there is an error in
the log:
PRB625090
SEVERE *** ERROR *** Error running SCOM client:
'"C:\Program Files\System Center
2012\Operations Manager\SCOMClient2012.exe"' is
not recognized as an internal or
external command, operable program or batch
file.
ServiceWatch
Legacy
PRB653197
SCOM Connector - Event Date Time is one
hour behind (during BST)
The groovy script produces Event Date Time that is one hour behind
(during BST).
Skills Mgmt /
Timecards
PRB641437
If the date format is defined as dd-MMyyyy and a user clicks the New button on
the Time Card, the 'Week starts' on field
displays an incorrect value
When the system property glide.sys.date_format is set as 'dd-MM-yyyy',
the 'Week starts' field shows an incorrect value.
Skills Mgmt /
Timecards
PRB647489
When adding a member to a group with
existing skills, the skills are assigned but
with the 'Inherited from' field not set
| Helsinki Fixes | 110
Problem
category
Parent
Short description
Description
SLA
PRB669343
Service Offering SLAs only attach if the
Service Offering is populated into the
Configuration Item field on the associated
task
If a user has activated the Service Portfolio Management - SLA
Commitments plugin, and they follow the instructions for configuring it
in the wiki, the Service Offering SLA will only be attached to the incident
if the associated Service Offering is populated as the Configuration Item
(cmdb_ci) in the associated task record. There is a Service Offering
(service_offering) reference field available on the task, but if it used, the
Service Offering SLA will not attach.
SLA
PRB650512
'Query' business rules can prevent the 2011
SLA engine from accessing the Task record
during Task SLA processing, leading to
invalid SLA updates
If you have a query business rule that restricts access to a task record that is
being processed by the 2011 SLA engine, it can prevent the task being read,
which can then result in incorrect processing of the Task SLA records for
that Task.
SLA
PRB626816
task_sla stage being set to
When running the 2011 SLA engine, the Stage field on Task
Achieved or Breached when the
SLA records is being set to Achieved/Breached even though the
com.snc.sla.compatibility.breach property is com.snc.sla.compatibility.breach property is set to 'No.'
set to 'No'
SLA
PRB608911
Table level CREATE ACL for contract_sla
missing - this can allow users to create new
Contract SLA records
The CREATE ACL for the contract_sla table unexpectedly evaluates to
'true' if the following is true: - High Security plugin is NOT enabled (ACLs
have a default allow rule) - The property glide.security.granular.create is set
to true (default setting in base system) This can enable users to open a preexisting SLA Definition record (through the Task SLA form) and click the
Insert and Stay UI action.
SLA
PRB649670
HistorySet data is being created by the
TaskSLAController on insert of a new Task
record when this data is not needed
The TaskSLAController script include runs for every insert/
update operation on a Task record and includes a function called
'_adjustPauseTime' to perform the retroactive pause time calculations for
Task SLA records that are attached to a task in updates that happen after
it has been created. Part of the '_adjustPauseTime' function is to generate
the latest 'HistorySet' data for that Task record as this is needed when
performing the pause time calculation. When the TaskSLAController runs
for a newly created Task record, there is no need to do retroactive pause
time calculations as these are only relevant for updates to existing records.
However, HistorySet data is still being created by this script include, which
is not reqUIred along with additional processing of that data.
SLA
PRB625952
Task SLAs on Work Order records (from
Field Service Management) do not have
If you have the Field Service Management plugin installed and the SLA
property 'Use the following time zone for SLA' is set to the default of 'The
caller's time zone', when you create a Work Order record, any Task SLAs
| Helsinki Fixes | 111
Problem
category
Parent
Short description
Description
the correct timezone based on the Caller
selected in the Work Order
created for that record do not have the time zone of the Caller selected on
the Work Order.
Typically, the workflow for a Task SLA record (including the base system
Default SLA workflow) is used to generate events when the Task SLA
reaches certain points in the allowed time before the SLA breaches (for
example, when it reaches 50% and 75% of the duration before it breaches).
These timers in the workflow: - are triggered without any update occurring
to the Task SLA record itself - create an event - will not "refresh" the
timings in the Task SLA If the event generated by the workflow is then
used to trigger some other activity (for example, sending an email) and
that activity includes data from the Task SLA, such as the actual elapsed
percentage, this data could be out of date.
SLA
PRB661061
Task SLA timings may not be up to date
when the workflow generates events for
notifications
Software Asset
Management
PRB668153
SAMCounter upgrade/downgrade not
working correctly
Software Asset
Management
PRB652829
Software License Counter job runs
Software License Counter job runs slowly if there are one or more
slowly if there are one or more
sam_sw_counter_summary records with over 100,000 related
sam_sw_counter_summary records with
sam_sw_counter_detail records.
over 100,000 related sam_sw_counter_detail
records
Software Asset
Management
PRB665386
SAMCounter job executing query with large
IN clause
State Flows
PRB651618
Custom application State Flows 'Starting
After publishing custom application and installing it on another instance,
state' and 'Ending state' are wiped out during the 'starting_state' and 'ending_state' fields of state flows are not getting
update set commit
carried over.
Studio
PRB656101
JSON inserted into Jelly corrupted by
When opening up a script include, business rule, or client script, the
glide.UI.escape_all_script = true (JavaScript JavaScript editor box does not appear when syntax highlighting is enabled.
editor)
The context menu is also affected when syntax highlighting is enabled - it
does not appear when the user right-clicks.
Studio
PRB660944
Dev Studio will fail to load if the instance
does not have the Mobile UI plugin
activated
Dev Studio will fail to load applications if the Mobile UI (com.glide.UI.m)
plugin is not active on the instance.
| Helsinki Fixes | 112
Problem
category
Parent
Short description
Description
Studio
PRB655337
Control characters (e.g. newlines) in label
hints are causing errors in the business rule
script field
Control characters (e.g. newlines) in label hints are causing errors in the
business rule script field.
Surveys
PRB619148
Assessment updates are not captured in
update sets
Tables related to assessments are not update_synched even though all
similar platform tables are update_synched.
Surveys
PRB620209
Able to submit legacy survey without
populating mandatory fields
Able to submit legacy survey without populating mandatory fields.
Surveys
PRB657842
survey_response read access control (ACL)
uses created_by instead of sys_created_by
Script in record level access control for survey_response/read reads as
follows: current.isNewRecord() || current.created_by == gs.getUserID() ||
gs.hasRole('survey_reader') || gs.hasRole('survey_admin') The reference
to created_by should read sys_created_by based on the dictionary. It is the
only access control which uses this name.
Surveys
PRB639945
Tables in survey introduction breaks
question formatting
If a table is used in a survey introduction, question formatting breaks and
causes the survey to appear in a strange way.
Surveys
PRB660705
Survey multiple choice mandatory questions Creating a multiple choice survey question with the mandatory flag set to
display wrong asterisk color
true causes the red asterisk to show. The asterisk does not change when you
change the values.
Surveys
PRB646735
Trigger for survey wizard is broken
Surveys
PRB658468
Survey designer dependency field is
The dependency field is removed between a template control and another
removed between a template control and any control if the template has more than one question in it. This seems to occur
other control
when the third control is added and a user attempts to configure it.
Surveys
PRB661913
Survey Designer not able to load survey and Survey Designer not able to load survey and just displays: Loading
just displays: Loading
Surveys
PRB620031
Surveys not sent out when previous surveys
are in state of Cancel
Surveys normally get sent out to users when an incident is complete. When
the same user completes another incident, a survey gets sent out again,
ONLY if the previous incident has a state of Complete. However if the user
has a survey with the Cancel state, the user still does not get a new survey.
Surveys
PRB654953
Survey questions dependent on another
question cannot be made reqUIred
Survey questions dependent on another question cannot be designated as
reqUIred. The user gets the following error: 'There are invalid responses in
the following areas: 1 invalid response'.
The survey condition is broken for survey wizards.
| Helsinki Fixes | 113
Problem
category
Parent
Short description
Description
Surveys
PRB663237
Assessments Surveys in Geneva display
blank questions if the system property
'glide.UI.escape_text' is missing (no High
Security Settings plugin installed)
Any survey will not show the question labels if the property
'glide.UI.escape_text' is missing on a Geneva instance, due to the High
Security Settings plugin not being previously activated.
Surveys
PRB647071
If Survey Designer is used to create a Scale
Control, and the user alters the choice values
in a certain manner and publishes their
changes, the survey will no longer generate
asmt_category_result records
If Survey Designer is used to create a Scale Control (a Likert scale), and
the user alters the choice values from the default sequence (1 2 3) so
that a value is skipped (1 2 4 5), after the user Saves and Publishes the
change, any subsequent attempt to take the survey will fail to produce
asmt_category_result records. This breaks the View Scorecard capability.
Surveys
PRB621035
In Surveys, the View Scorecard and View
Responses related links do not appear when
both scripts are active
There are two script includes in surveys with the same name.
Surveys
PRB620988
User can access completed survey by
clicking the link in the email, where survey
should display completed
User can access a completed survey by clicking the link in the email, but
the survey should display completed.
Surveys
PRB623780
Survey error if the properties
glide.UI.escape_text and
glide.UI.escape_all_script are set to true
The two properties 'glide.UI.escape_text' and 'glide.UI.escape_all_script'
are set to be true (http://wiki.servicenow.com/index.php?
title=High_Security_Settings#Properties). However, this breaks the survey.
Surveys
PRB653315
Survey questions are not translated
Survey questions are not translated in Eureka and Fuji.
Surveys
PRB655882
Upgrade overwrites customized demo
Survey Questions (asmt_metric)
Upgrading an instance overwrites any customizations of demo Survey
Questions. Upgrade history logs do not show that the questions have been
updated and changes cannot be reverted. All of the demo data is restored.
Surveys
PRB611079
Risk is not being calculated correctly after
completing a risk assessment
When filling out risk assessments, the Risk is not being calculated. The
composite score always shows as zero, even though scoring is defined with
other values.
Surveys
PRB623481
Legacy survey name containing # signs do
not display surveys properly
When a legacy survey name contains the # symbol, the surveys are
not displayed properly. For example, if the survey name is 'Service
Request Satisfaction Survey #2', the following URL is generated:
https://XXXXXX.service-now.com/nav_to.do?uri=survey_take.do?
sysparm_survey=Service%20Request%20Satisfaction%20Survey
%20%23%202%26sysparm_task_survey=b2883997e00e3900e3681a79c9
d6cfca
| Helsinki Fixes | 114
Problem
category
Parent
Short description
Description
Surveys
PRB652127
asmt_metric_type > description field is not
translated text
asmt_metric_type > description field is not translated text in Fuji.
Surveys
PRB629230
Export Survey UI script not exporting all
records as described in the wiki
When Selecting Export Survey from the context menu, the following
survey-related records should be exported according to the wiki:
•
•
•
•
•
Assessable records [asmt_assessable_record] (for system use)
Survey categories [asmt_metric_category]
Survey questions [asmt_metric]
Metric definitions [asmt_metric_definition] (survey question/answer
options)
Survey users [asmt_m2m_category_user]
However, it fails to include the following:
•
•
New Metric Templates (if the destination instance does not have these
definitions)
Scheduled Jobs associated with the Metric type - Trigger conditions
Surveys
PRB631681
Survey boolean objects take up a lot of extra Boolean objects added to a survey take up a lot of space.
space
Surveys
PRB651932
String value not being populated for
Assessment Instance Questions on Survey
instances
Surveys
PRB646665
SEVERE *** ERROR *** / by zero
java.lang.ArithmeticException: / by zero
The migration should be fixed to remove the population of the String
value from responses. The expectation is to use the Metric results for any
reporting which is properly populated.
SEVERE *** ERROR *** / by zero
java.lang.ArithmeticException: / by zero
is seen in the system log if Survey Wizard Panel has Banner Type = Fixed
number of (user defined) steps but has 0 banners specified.
Surveys
PRB664651
Send Notification on Survey Definition is
On the survey definition, the Send Notification is not on the form. On
hidden on the form, and if you upgrade from Geneva, the default value is true. When you upgrade from Fuji to Geneva,
F to G, it is false instead of true
the checkbox is not on the form, and the value is false.
Surveys
PRB659674
Activating the client script Reload Decision
Matrix Filter Columns shows error message
on the Filter field
| Helsinki Fixes | 115
Problem
category
Parent
Short description
Description
System
Applications
PRB651072
Form customizations are not getting updated Form customizations are not getting updated on target instance when an
on target instance when an App extends task App extends task table.
table
System
Applications
PRB645064
Inherited choice list values not coming over
on publish for custom scoped application
A user a custom application where they created additional choice list
entries from an inherited field on task ('short_description'), and the changes
are not published in the application zip file.
System
Applications
PRB652177
Scoped app is not getting updated
Scoped apps are not getting updated completely with all the code in that
update. This started happening after upgrading the instance's war version
from Fuji Patch 9 to GP0.
System
Applications
PRB649148
Wrong error message on app-author when
version is not updated while publishing an
app
When the version is not updated while publishing an app, the wrong error
message appears on app-author: '<app name> could not be uploaded due to
the following error: User name or password invalid'
System
Applications
PRB649989
Unable to access group table from catalog
list collector variable in scoped application
System
Applications
PRB644929
System property
'sn_appclient.repository_base_url' has the
wrong value
An incorrect value can be added in the repository_base_url field for the
ServiceNow Store. The system property sn_appclient.repository_base_url
has the value http://localhost:8081 instead of the expected value of https://
apprepo.service-now.com.
System
Applications
PRB621060
Need better error message when user who
does not belong to the login company tries
to publish
If a user logs in on an author instance, creates an application, and tries to
publish it to the store and gives abel.tuter (i.e. someone outside of the login
company) in the popup, it says 'invalid user name/password'. This error
message is not specific enough; we need a better error message when user
who does not belong to the login company tries to publish.
System
Applications
PRB664581
Service Designer UI fails to load when
editing a pre-Fuji sc_ic_item_staging
record due to a JSON error caused by a null
workflow value
If a user is using a version prior to Fuji and upgrades to Fuji or later, the
field sc_ic_item_staging.workflow is null for pre-upgrade records. This
prevents Service Designer UI from loading properly due to a JSON error
caused by the null workflow value.
System
Applications
PRB651363
Sys_scope and the sys_package are unset on Sys_scope and the sys_package are unset on the sys_class_name field.
the sys_class_name field
System
Applications
PRB657662
Unable to download updates when
sys_remote_app has a record with an
undefined sys_id
When the scheduled updater runs for app-client, the response may
sometimes be an error message. The message can result in the
sys_remote_app table getting an entry with all fields set to 'undefined',
| Helsinki Fixes | 116
Problem
category
Parent
Short description
Description
which can prevent future updates from downloading until this record is
removed.
Tables and
Dictionary
PRB647359
Setting reference value on a non-reference
field type (eg email) renders a reference
widget in UI
A user can set the reference value on an email field type to user, and then
the email field is rendered as a reference field against user.
Tables and
Dictionary
PRB644879
While creating tables, we cannot
differentiate between the creation of
modules between mobile and normal UI
While a table is created, the user has the option to create a module for
the table via the 'Create module' checkbox. When the module is created,
a mobile module is also created, even though this is not always desired.
A differentiation should be made between the creation of the 2 modules
(normal UI and mobile UI) when one or the other is not desired. The
modules are created by the business rule 'Create Default Module'.
Tables and
Dictionary
PRB655768
Form Designer - Unable to save changes in
Geneva
Form Designer - Unable to save changes in Geneva
Tables and
Dictionary
PRB648147
Creating new table columns in
sys_db_object related list view can result in
a corrupt column
When creating several new columns using the related column list on
sys_db_object form, the resulting columns may be corrupted. The key
step leading to the corruption is clearing the label of the last entry, as if
the user had changed his mind about creating this column. Once the table
form is updated, the record for which the label was cleared will not be
created, but the previous record will be corrupt - there will be an invalid
sys_storage_alias record with blank element name and storage alias values.
Team
Development
PRB654772
'Compare to Current' sometimes gives a
TypeError on a sys_update_version record
Team
Development
PRB647590
sys_UI_list records for reports are being
suppressed
Test
Management
PRB638970
When you select test cases in a test sUIte
and then click actions on selected row - add
to test plan, the entire test sUIte is added to
the test plan, not the selected rows
Test
Management
PRB657265
Test Management - Blank page with a 'Field After selecting an assigned_to user for a Test Case in the Test Management
name' form when a Test Case is selected and application, a page asking to input a 'Field name' is shown.
assigned to a user
sys_UI_list records for reports are being suppressed and therefore
have many fields set to NULL in sys_metadata (e.g. sys_name,
sys_update_name, and sys_scope).
| Helsinki Fixes | 117
Problem
category
Parent
Short description
Description
Text Search
PRB586510
Text index events process job is Queued or
Running, but it is not actually running in any
node
Text Search
PRB648973
Task collection record has unaudited change The task collection dictionary record changes the text index record from
that turns off text indexing
true to false in an un-audited update.
Text Search
PRB660945
Fix script to address multiple text reindexing The records in ts_index_name represent the base tables where text indexing
of tables extending sys_metadata not
is enabled. With the introduction of the sys_metadata as a base table for
executed on upgrade
many system tables, a fix script was generated to cleanup a child (extended)
records in ts_index_name. However, the fix script is not being executed
during an upgrade.
Text Search
PRB599871
Global text search is not locating
[sc_req_item] records on specific sort
options
Global text search is not locating Requested Item records. A generic search
for any keyword on RITMs does not retrieve any RITM ticket number.
When sorting by Number instead of Requested For, the search works and
retrieves RITM numbers.
UCF
PRB662207
Previously Imported UCF Content will not
update GRC data after upgrading an Eureka
or Fuji Instance to Geneva
On previously created Eureka or Fuji instances that are upgraded to
Geneva, the previously imported UCF content will not update GRC data. If
you navigate to GRC > Administration > Import UCF Content and attempt
to update GRC data, it will take an extremely long amount of time and
appear to never time out.
UI Policy/Client
Script
PRB665989
Syntax Error or Access Rule Violation
detected by database (Unknown column
'task0.sys_tags' in 'where clause')
When searching incident List view for Tags field, the user receives
an error: Syntax Error or Access Rule Violation detected by database
(Unknown column 'task0.sys_tags' in 'where clause')
UI Policy/Client
Script
PRB657182
g_form.showFieldMsg does not work with
the Activity Formatter in UI16
When the Activity Formatter is on the form, g_form functions are
not working for journal fields as expected in Geneva UI16. Example:
g_form.showFieldMsg()
UI Policy/Client
Script
PRB666582
In listv3, cannot sort by keyword after
search by keyword on list view
In listv3, cannot sort by keyword after search by keyword on list view
UI Policy/Client
Script
PRB613583
Read-only UI policy actions are not honored UI policy ctions with Read only set to 'true' are not honored for targeted
for Phone Number (E164) fields
fields that have the type Phone Number (E164) [phone_number_e164].
UI Policy/Client
Script
PRB655717
Catalog UI policy conditions no longer fully The conditions do not reflect the Variable type and bUIld the filter
working as expected in Geneva
correctly. The user gets the same operands for all types (boolean, reference,
string, etc.).
| Helsinki Fixes | 118
Problem
category
Parent
Short description
Description
UI Policy/Client
Script
PRB625332
Data Policy Exception on multi-line text
field that has preceding newline or carriage
return
Data Policy Exception on multi-line text field that has preceding newline or
carriage return.
UI Policy/Client
Script
PRB658197
eureka / oracle : UI action visibility operates in eureka on oracle, setting UI action visibility to include causes the UI
in an opposite fashion
action to be hidden from a view, and setting it to exclude causes the UI
action to show in a view. this is opposite from the way that the system
functions normally.
UI Policy/Client
Script
PRB647037
Security issue on Mobile UI - Journal
stream displays Additional Comments
[task.comments] to ITIL user
The standard UI correctly hides the Additional Comments, but the Mobile
UI Journal stream displays Additional Comments [task.comments] to the
ITIL user.
UI Policy/Client
Script
PRB584334
Two data lookup definitions on the same
source will not work
When you create two data lookup definitions and tables with the same
source, the lookup will work for only one of the definitions but not for both.
UI Policy/Client
Script
PRB621606
GlideForm.getValue() not returning proper
string type
getValue is returning a String array-like object instead of a standard string
on elements that do not have a handler.
UI Policy/Client
Script
PRB621735
Single UI scripts that are directly reqUIred
are cached
if linking directly to a single UI script, such as: <g:reqUIres
name="myCustomScript.jsdbx" /> the browser will cache this.
UI Policy/Client
Script
PRB627598
Setter Field Definitions show empty choice
list for 'Source table' field and 'Matcher
table' field
Setter Field Definitions show an empty list of source/matcher tables, so one
cannot be selected. The dependent fields below fail to pick up the tables
list:
•
•
[dl_definition_rel_set].[matcher_table_field]
[dl_definition_rel_set].[source_table_field]
Update Sets
PRB651885
Saving the sys_update_xml for a large
workflow takes a long time to complete
For users producing very large workflows with hundreds of activities,
conditions, and transitions (producing XML data in excess of 1.5 M), the
publish time is excessive and takes over one minute. Most of the time spent
is in generating the sys_update_xml record.
Update Sets
PRB652383
Missing sys_update_version records can
cause an update set back out to drop tables
If the bootstrap sys_update_version for a table is lost, an update set back
out for a modification to that table will result in the table being dropped.
This is due to a complete overhaul of the way update set back out is
performed in Fuji.
Update Sets
PRB620878
Applying an update set to add a custom field Accessing sys_email.list generates error messages due to a nonexistent field
to sys_email results in delayed operation
message.
with creating fields on the shards
| Helsinki Fixes | 119
Problem
category
Parent
Short description
Description
Update Sets
PRB651785
Scoped Background Transactions Quota
rule has 600-second timeout, which causes
Scoped application Update Sets to fail
Update Sets
PRB645604
[Oracle] Unable to create Update Set if
On Oracle, if the next suggested update set name exceeds the 80 character
name of existing update set is 80 characters max length, the system will time out and not create a new update set. The
and 'Suggest name for new update set' BR is issue is not reproducible on MySQL.
active
• OOB, the update sets 'name' field has a max length of 80.
• On Fuji, the 'Suggest name for new update set' business rule is enabled
by default and auto-populates an update set name.
Update Sets
PRB593707
Clicking 'Commit' multiple times causes
multiple commit threads, duplicate update
sets, and unique key violations during insert
While loading large update sets, users can click the Commit button multiple
times and produce unique key violation errors.
Update Sets
PRB663698
A StackOverflow during update set commit
prevents the post-commit cache flush and
causes instance performance degradations
The cache is not being flushed after an update set commit.
Update Sets
PRB623161
Commit log contains blank (empty) error
log
There is a blank (empty) error message in the commit log, and the local
host log has a different error (but not the error shown in the local host log's
relevant information).
Update Sets
PRB637728
Coalescer for form sections selects a
duplicate with a different sys_id even when
the sys_id is valid in the target system
When multiple form section records for the same table/view/caption
exist on an instance (for example, Table = incident, View = Default
view, Caption = NULL), only one is used when the form is rendered and
personalized/configured.
Update Sets
PRB648658
Filter Out Remote Update records in related
list 'Update Set Preview Problems' may
result with the list disappearing even though
there are errors without set Action
When previewing a Retrieved Update Set with errors and warnings, the
user may chose to select Action on groups of updates based on Type, Name
or any other parameter that allows to configure a filter on the related list
'Update Set Preview Problems'. Choosing to Filter Out certain records and
setting action for remaining ones will remove the related list from the form
even though there are still Customer Update records that still need action.
Opening the Retrieved Update Set form again will show the related list with
these remaining items.
Update Sets
PRB614132
Update set retrieve can fail silently if insert
of sys_update_xml record fails
The last line of UpdateSetWorker.createUpdateXML(String, String,
IGlideRecord, int) is an unchecked call to insert. If the insert fails, the user
may not get feedback. There should be a log message that the insert failed.
| Helsinki Fixes | 120
Problem
category
Parent
Short description
Description
Update Sets
PRB650213
OOB 'before' business rule is calling
current.update()
The OOB 'before' business rule
(sys_script_0914e5b9ef001100a61d5a3615c0fb4e) is calling
current.update(), which is against best practices for business rules.
However, in this case, the business rule does not lead to an infinite loop.
Update Sets
PRB662273
Backing out of an update set for a field that
is modified that has no history version will
result in the column being dropped
A user backed out of an update set where the task.state field was modified,
and the field was dropped since there was no baseline history version in
the sys_update_history table. It is unclear why the baseline version was
missing. The logs from when that version would have been created are
gone.
Update Sets
PRB610376
Setting base instance modules to
active=false creates corresponding
sys_update_xml records where replace on
upgrade=false
When marking base instance modules as inactive, the corresponding
Customer Update record is set to Replace on upgrade=false, when the
expected behavior would have it Replace on upgrade=true.
Update Sets
PRB652728
Unable to re-import multiple records into
sys_documentation by exporting and
importing XML
Deleting a number of rows from the sys_documentation table and then
importing XML from a backup does not get the deleted rows back into the
table.
Update Sets
PRB648329
'Update All' renames all update sets
If a user right-clicks and selects 'Update All' on an update set list, it
renames all the update sets with the auto generated name. This seems to be
triggered by the BR 'Suggest name for new update set'.
Update Sets
PRB602945
Upgrade to Dublin Patch 1 changes
Dictionary on table sys_user
There are some files on the disk that have incorrect name for sys_dictionary
collections. Dictionary collection entries should follow the naming
convention of sys_dictionary_tablename_null.xml, but there are few on the
disk that have it as sys_dictionary_tablename_.xml.
Update Sets
PRB635198
In Fuji, when backing out an update set
When backing out an update set with updates to a workflow, the workflow
with updates to a workflow, the workflow is is being deleted.
being deleted
Update Sets
PRB649448
Update set picker does not remember the
update set after session timeout
When an update set is changed in update set picker (e.g. test123) and the
user logs in again after the session times out, the current update set is
different than what was set before logoff.
Upgrade Engine
Issues
PRB650929
Upgrade History form will not render if
glide.UI.escape_text is false
Upgrade History form will not render if glide.UI.escape_text is set to 'false'.
Upgrade Engine
Issues
PRB644411
Duplicate key errors during upgrade from
Fuji Patch 2 to Geneva head
| Helsinki Fixes | 121
Problem
category
Parent
Short description
Description
Upgrade Engine
Issues
PRB647990
Updates in an app are skipped if there is
an uncommitted update set at the target
instance with similar updates
Updates in an app are skipped if there is an uncommitted update set at the
target instance with similar updates.
Upgrade Engine
Issues
PRB653659
System converge fails during upgrade
should not prevent the container from
coming up if possible
Upgrade Engine
Issues
PRB630576
Event.Transfer script action leaves behind
'encore-ready' events
'encore-ready' events are getting stuck during upgrade, and these events are
duplicated and orphaned.
Upgrade Engine
Issues
PRB655938
ScheduledJobUpdateLoader does not give
reasons for 'Update skipped error'
After upgrading to Geneva Patch 1, multiple records have a disposition of
'Skipped Error' with no reason for the skipped upgrades. There is no further
details on the record and the form annotation simply states: "Skipped Error
- The upgrade component was not applied because an error occurred."
There is also no product documentation to explain this behavior.
Usage Analytics
PRB656095
ua_blocking downloading of records with
instance_name as null and '*' should not
check for last updated time
ua_blocking downloading of records with instance_name as null and '*'
should not check for last updated time.
Usage Analytics
PRB656339
GetSumOfAutomatedWorkflows Usage
Analytics Script causing instance to run out
of memory
GetSumOfAutomatedWorkflows cause instance to run out of memory.
Usage Analytics
PRB651440
UsageAnalytics Upload job running on onprem instances runs nodes out of memory
Because the Usage Analytics plugin is turned on for on-prem instances,
they track and record usage data locally. However, they also try to upload
usage data to the UA central instance daily and fail. The amount of data to
upload accumulates each day and eventually runs the node out of memory.
Usage Analytics
PRB646770
UsageAnalytics getLocalHost() function is
A user's Fuji Patch 3 instance is on-premise. When the user goes to a
failing on self-hosted (on-premise) instances Release record (under the SDLC > Planning Board) and runs the Burndown
Chart related link, an empty chart appears.
Usage Analytics
PRB649044
Correct license count queries for ITOM
Discovery
Usage Analytics
PRB639364
Remove deprecated Eureka usage report that
is still accessible by URI
User Interface
(UI)
PRB640361
[Microsoft Edge] 'Go to' field drop down in
list search is misaligned
Correct license count queries for ITOM Discovery.
The field drop down in 'Go to' search in a table list view is misaligned.
| Helsinki Fixes | 122
Problem
category
Parent
Short description
Description
User Interface
(UI)
PRB617051
List filter does not show properly for
NULL_OVERRIDE values or values that
contain JavaScript
List filter does not show properly for NULL_OVERRIDE values or values
that contain JavaScript.
User Interface
(UI)
PRB650422
In UI16, the 'Compacts the user interface'
setting causes the Work notes yellow bar on
the activity screen to overlap with input text
In UI16, when the setting 'Compacts the user interface' is active, the yellow
stripe/bar moves slightly to the right and comes to the foreground, covering
the text in the Work notes section. This behavior occurs in all forms (INT/
CHG/PRB/Tasks).
User Interface
(UI)
PRB650601
Context menus may disappear when going
into submenu
User Interface
(UI)
PRB661796
In a V3 list if you list edit a field which
triggers additional mandatory fields (due
to UI policies) there are a number of issues
with presentation and completion of these
additional fields
In a V3 list if you list edit a field which triggers additional mandatory fields
(due to UI policies), there are a number of issues with presentation and
completion of these additional fields:
1. These extra fields are being shown because they are mandatory but
there is not mandatory indicator next to them to make it consistent with
the form experience.
2. Each time you hit enter without entering anything in any of the
mandatory fields an extra set of the fields is rendered below the existing
ones.
3. If the extra field is of type 'Choice', then a blank choice is always shown
first (also noticed that the choices that include "javascript:..." are not
evaluated - this is currently just time_zone/time_format on sys_user).
4. If the extra field is of type 'Reference', then you cannot enter a
value using the magnifying glass to select from a list or by using
autocomplete.
5. If the extra field is a string field that would normally accept multiple
lines, there is no way to enter multiple lines and it is rendered as a
single line field. Dependent values are not limited while list editing as
well.
User Interface
(UI)
PRB663539
UI16 will attempt to load if use.concourse is If the user preference use.concourse is active and true on an instance, UI16
true regardless of plugin state
will attempt to load even if the reqUIred plugins are not enabled.
User Interface
(UI)
PRB654921
Real-time form updates incorrectly update
date/time fields
This issue occurs when two users (User 1 and User 2) are using a system,
and both are reviewing the same record simultaneously. User 1 updates
a field with a date/time, and then saves. User 2 then sees this update
automatically, but the updated field has jumped ~ 8 hours into the future
| Helsinki Fixes | 123
Problem
category
Parent
Short description
Description
from what User 1 had set. When the date/time is sent to the form that User
2 is editing, it appears in GMT but it is interpreted as though it were the
user's local time zone. If User 2 saves their form, the problematic value
then gets saved to the record, corrupting the date/time of the record.
User Interface
(UI)
PRB656047
Popups on kb_home.do will not
close when Advanced Search
(glide.knowman.advanced_search_options)
button is hidden
If the 'Advanced Search' button is hidden via the
glide.knowman.advanced_search_options property, popups on the kb_home
page will often fail to close.
User Interface
(UI)
PRB628925
Fuji: Broken image icon (red X) displays in
Knowledge Base articles in UI15 with IE9
In Fuji using IE9, a red X (broken image) icon appears next to the Image
Search magnifying glass in Knowledge form. This issue does not occur in
Chrome, Firefox, or IE10 and later.
User Interface
(UI)
PRB633521
Multi-line text fields have inconsistent
heights due to bad textarea resize
Textarea resize is not working when not in the current tab, causing multiline text fields to appear very small.
User Interface
(UI)
PRB628925
Fuji: Broken image icon (red X) displays in
Knowledge Base articles in UI15 with IE9
In Fuji using IE9, a red X (broken image) icon appears next to the Image
Search magnifying glass in Knowledge form. This issue does not occur in
Chrome, Firefox, or IE10 and later.
User Interface
(UI)
PRB638250
Forms auto-scroll to the Related Lists
section when there are nine or more related
lists
PRB626309 was originally opened to address this issue, but after it was
fixed it was found that the behavior continues when nine or more related
lists are on the form.
User Interface
(UI)
PRB655023
Display value shows in record header, even
if user fails read access
If a user fails the read ACL on the display value, it will still show in the
record header.
User Interface
(UI)
PRB643257
Internet Explorer modifies page to help
prevent cross-site scripting when using
sys_template
In IE11, a message is displayed: 'Receiving message: Internet Explorer has
modified this page to help prevent cross-site scripting.'
User Interface
(UI)
PRB625353
Fuji - process flow formatter current
underline appears slightly out of alignment
When using process flow formatters in Fuji, the blue underline that
shows which phase the user is in is aligned to the <li class="active" datastate="current"><a>Closed</a></li> box properly, but because the left and
right sides of the box are shown as > , the left of the blue line appears to
extend beyond the line into the previous stage, and the right of the line does
not extend to the full right of the box.
User Interface
(UI)
PRB620411
Received Emails under Activity in Incidents Several icons that are used to open the HTML version of emails inline on
no longer show images preventing viewing incident forms no longer appear. The plain text version of the email still
of those emails
shows up, but the HTML version of the email no longer can be viewed.
| Helsinki Fixes | 124
Problem
category
Parent
Short description
Description
User Interface
(UI)
PRB640467
Click to print function in printer-friendly
version page does not print images
The click to print button does not show images and the resulting printed
document (paper or PDF) does not have images when the following is
true: - The record contains images within HTML fields - You are using the
printer-friendly version
User Interface
(UI)
PRB649482
Max_length is not honored for field type
'Two Line Text Area' character count
Max_length of field type is not honored via the UI; it is only honored by
the database.
User Interface
(UI)
PRB647029
Empty child category in Service Catalog
occupies left-hand spot in the grid and
forces non-empty child category to be
displayed on the right
The order value on child categories in Service Catalog does not influence
child category placement as expected.
User Interface
(UI)
PRB663716
sys_UI_annotation gets modified when
adding a new field in the configure form
layout for the catalog UI policy form
sys_UI_annotation gets modified when adding a new field in the configure
form layout for the catalog UI policy form.
User Interface
(UI)
PRB664893
UI Action table contains fields with
misleading labels
The UI Action table contains fields labeled "UI11 Compatible" and "UI16
Compatible". These fields should be relabeled "List v2 compatible" and
"List v3 compatible" (note capitalization).
User Interface
(UI)
PRB628411
Red asterisks do not become light red when
a mandatory fields are being populated in
Wizards
When a mandatory field is populated, the red asterisk neat its label turns
from red to a light red one.
User Interface
(UI)
PRB632268
Show Related (ref_contributions) icon
image in custom UI Macro is not rendered
in Fuji
The Show Related (ref_contributions) icon image in custom UI Macro is
not rendered in Fuji. Switching between UI15 and UI11 shows the icon
image difference.
User Interface
(UI)
PRB633027
Related lists appear on new records when
Related List Loading options "After Form
Loads" or "On-Demand" are selected.
Related lists should not appear on forms when a new record is being
created, however, they appear on new records when Related List Loading
options "After Form Loads" or "On-Demand" are selected.
User Interface
(UI)
PRB657107
In UI16, field labels for task.comments
and task.work_notes are not overridden in
sys_documentation for the extended table
'incident'
Labels are not overridden in UI16 correctly. The labels of the
task.comments and task.work_notes fields should be overridden in
sys_documentation for the extended table 'incident:' task.comments - label
is "Additional comments" task.work_notes - label is "Work notes" The
following are honored in UI15, but not UI16. UI16 shows parent lable,
although it is overridden: incident.comments - label is "External Notes"
incident.work_notes - label is "Internal notes"
| Helsinki Fixes | 125
Problem
category
Parent
Short description
Description
User Interface
(UI)
PRB635030
Field label URL target is no longer used
starting with UI15, with no explanation
The URL target seems to be behaving unexpectedly. According the
wiki, users need to specify a URL target of _blank if they want it to
open in a new tab. Otherwise, it should open in the current tab (http://
wiki.servicenow.com/index.php?title=Field_Label_Help#gsc.tab=0).
User Interface
(UI)
PRB637387
'Omit filters' list control not disabling list
header search
When the 'omit filters' property in the list control of a table is set to true, it
disables the filter funnel and the breadcrumb at the top. However, the list
header search is not disabled, which enables the user to still filter out the
records in the list.
User Interface
(UI)
PRB654197
Geneva: TinyMCE image attachment option It is not possible to add an image via attachment on a kb_knowledge record
does not work on knowledge articles using
using TinyMCE.
IE11
User Interface
(UI)
PRB665947
g_form.setValue no longer works on
currency fields
g_form.setValue no longer works on currency fields. The error 'TypeError:
Object doesn't support property or method 'replace' function' will be thrown
if it is applied to a currency field.
User Interface
(UI)
PRB641446
List Collector does not display properly on
catalog items
The list collector is misaligned on sc_cat_item.
User Interface
(UI)
PRB652223
Bookmark is hidden when clicking on a
minimized navigator
User Interface
(UI)
PRB655240
Setting the Theme on the My Company does Setting one of the out-of-the-box themes on My Company does not apply to
not apply to a user
that company's users.
User Interface
(UI)
PRB661845
onChange client scripts intermittently
execute a second time on submit
onChange client scripts intermittently execute a second time on submit.
User Interface
(UI)
PRB629434
Wizard banner does not display properly
The wizard banner does not display correctly in Fuji when the wizard has
more than three levels/stages.
User Interface
(UI)
PRB664982
Favorite (bookmark) created for List Filter
Favorite (bookmark) created for List Filter type Application menu Module
type Application menu Module has 'null' for has 'null' for URL causing nested frames when clicked.
URL generating nested frames when clicked
User Interface
(UI)
PRB613353
Drag and drop attachments do not work with Drag and drop attachments do not work with IE10/11. However, this works
IE10/11
in Chrome and Firefox.
User Interface
(UI)
PRB654978
In the activity formatter, sent email
messages are grouped together incorrectly
In the activity formatter, sent emails are grouped together at the bottom of
the list in random order instead of being listed in the correct chronological
| Helsinki Fixes | 126
Problem
category
Parent
Short description
Description
order. Multiple email messages with different times are grouped under a
single time.
User Interface
(UI)
PRB665890
When Personalizing Knowledge Article
Form, unselecting (or hiding) the fields
changes them to read-only
In a Knowledge article form, when Personalizing the form and hiding
a field (by unselecting it from the drop drown menu that appears after
clicking the gear icon), saving or updating the form causes the field to
become read-only. Then, when going into the Knowledge Article form
again and trying to edit it, the user is not able to select the field and add it
back to the form.
User Interface
(UI)
PRB626681
$highlight-color and accent-color-dark do
not have any effect in Fuji
User Interface
(UI)
PRB630743
Messages which are added by
g_form.addInfoMessage() do not resize the
iframe that contains the record producer
When an info message is added by the g_form.addInfoMessage() function,
the iframe is not being resized, and elements such as the Submit button
disappear.
User Interface
(UI)
PRB659959
Clicking glide list lock before form fully
loads can redirect you to a new form
If you manage to click the glide list lock before the form is fully loaded,
you can be redirected to a new form.
User Interface
(UI)
PRB660641
Missing recipients from inbound emails in
activity formatter
In Geneva and later releases, some recipients for an incoming email do not
appear in the activity formatter.
User Interface
(UI)
PRB655486
Field is not wrapped on navigating through
reference record in mobile ($m.do)
Field is not wrapped on navigating through reference records in mobile
($m.do).
User Interface
(UI)
PRB641278
Table name and Table sys ID in
sys_attachment are empty when attaching
via TinyMCE editor
Table name and Table sys ID in sys_attachment are empty when attaching
via TinyMCE editor, for example from task record email client.
User Interface
(UI)
PRB623242
Validation script does not run on URL field
when padlock is closed
Validation script does not run on the URL field when padlock is closed, but
it will run when padlock is opened.
User Interface
(UI)
PRB638404
UI15 does not display all elements on the
activity filter
When configuring a large list of options in the Activity Formatter
(Activities Filtered), UI15 does not display all of the available filter
options.
User Interface
(UI)
PRB661263
HTML script fields are not showing HTML
toolbar when the 'glide.UI.escape_text'
system property is set to true
The HTML script fields in the email notification are showing the
HTML content, and the HTML editor toolbar is not showing when the
'glide.UI.escape_text' and 'glide.UI.escape_all_script' system properties are
| Helsinki Fixes | 127
Problem
category
Parent
Short description
Description
set to true(out of the box values). The following errors also appear in the
browser console logs:
2016-02-08 11:44:27.942
sysevent_email_action.do:601 Uncaught
SyntaxError: Unexpected token ILLEGAL
2016-02-08 11:44:28.166
sysevent_email_action.do:1300 Uncaught
SyntaxError: Unexpected token
ILLEGAL 2016-02-08 11:44:28.166
magellan.CreateFavoriteModal.js:386 Uncaught
ReferenceError: MagellanCreateFavorites is not
defined
User Interface
(UI)
PRB647107
New Toggle Template Bar does not have
search option
As part of the recent HI upgrade the way templates function has been
changed. Instead of having a choice of templates being presented users
right click the header and now get "Toggle Template Bar". Selecting this
causes a set of six templates to present at the bottom of monitor. If users
want a different template they have to click an icon with three small circles.
That presents a list of templates that is alphabetically sorted. There appears
to be no way to search for a template by name when users know the name
of the template.
User Interface
(UI)
PRB657738
Create favorites module throws a JavaScript
error when glide.UI.escape_all_script is set
to true
The Create Favorites module throws a JavaScript error when the system
property 'glide.UI.escape_all_script' is set to true.
User Interface
(UI)
PRB658330
Geneva: List Collector type variables can no
longer be used with 'contains" in Catalog UI
Policy or Order GUIde Rule Base condition
bUIlders
Since Geneva, the 'contains' operator in condition bUIlders in Catalog
UI Policy or Order GUIde Rule Base forms can no longer be selected for
variables (e.g. a List Collector variable referencing one or more Users).
In Fuji, 'contains' could be used in both list filters on sc_req_item and
condition bUIlders in Catalog UI Policy or Order GUIde Rule Base forms.
However rather than getting a popup to select the reference, the sys_id had
to be entered, and the end result was the same. Geneva does still allow this
on list filters on sc_req_item. The expected behavior is that a List Collector
'variable' should be possible to be used exactly the same way as List 'fields'
in Filters and Condition BUIlders (e.g. 'Watch List' contains some user, on
'Incident' list).
| Helsinki Fixes | 128
Problem
category
Parent
Short description
Description
User Interface
(UI)
PRB634893
When Detail Rows is enabled, list editing
multiple records misses some records
When Detail Rows is enabled, list editing multiple records misses some
records.
User Interface
(UI)
PRB659475
Clicking the full screen icon (four arrows
icon) does not direct to a full screen page
Clicking on the full screen icon (4 arrows) for a full page view in any
knowledge article goes to a page that does not show the article in full page
view. The article shows about 2 inches maximum for height and width, and
the user needs to manually expand the page to full height.
User Interface
(UI)
PRB640439
Application menus are created for different
domains without any action - INFO logs
FixSeparator
For the application separator module, new copies are created for different
modules without any manual action. From the global domain, the user has
more than one for an application menu.
User Interface
(UI)
PRB651402
Remove sys_db_object for task extension
(service_task) that can erroneously change
extension model
User Interface
(UI)
PRB656315
Column State in the table sys_user_has_role Column State in the table sys_user_has_role has two values for None.
has two values for None
User Interface
(UI)
PRB646403
'Preferences' header label in the settings
pop-up frame is not translated in multilanguage Fuji instances
User Interface
(UI)
PRB664037
'Data Policy Exception: Short description is
mandatory' error message is not displayed
when Mandatory Data Policy is violated on
gUIded board
User Interface
(UI)
PRB664640
Manage attachments popup window does
If a form which supports attachments (e.g. incident.do) is viewed in UI11
not display 'browse' button in IE8 in Geneva on a Fuji instance, the popup looks correct and is usable. If the same form
is displayed on a Geneva instance, the button image in the popup is in
the middle of the three columns, which overlays the end of the "<input
type=file>" field in the first column. This makes it unusable.
User Interface
(UI)
PRB657489
Hebrew - the X on the navigator search is on In Hebrew, the X on the navigator search is on the wrong side.
the wrong side
User Interface
(UI)
PRB593474
Creating a bookmark from a module results
in an absolute link, which breaks if the
instance is cloned
In multi-language Fuji instances, if you use the gear icon to open the
instance settings, the word "Preferences" in the popup frame is not
translated.
If a UI11 bookmark is created from a module, its URL will be absolute.
This breaks the bookmark when the instance is cloned because the user will
have to be logged in to the old instance.
| Helsinki Fixes | 129
Problem
category
Parent
Short description
Description
User Interface
(UI)
PRB629544
List cell content is aligned to the left when
using the Hebrew language plugin
When activating the Hebrew plugin, the instance layout is changed from
LTR to RTL. When looking at a list (for example, incidents), the text in the
cells is still aligned to the left instead of to the right.
User Interface
(UI)
PRB658525
Elevated Roles option is unavailable in UI16
with SSO login
User Interface
(UI)
PRB666375
(Filter v2) Variables cant be filtered on
value that contains "@" sign
User Interface
(UI)
PRB649246
HTML fields show raw tags in a list view
When creating an HTML field, or creating a string field and later changing
even though their content is parsed correctly the field type to HTML, the content viewed in a list shows raw HTML with
in a form
tags.
User Interface
(UI)
PRB633258
Images are not showing in activity log
When you add an image in the 'Additional Comment' field and save, the
image is present in the source code, but is not shown in the activity log.
User Interface
(UI)
PRB641039
When creating a module and entering a
sysparm_fixed_query in the Arguments
field, user cannot export data from the list
after using search headers
When creating a module and entering a sysparm_fixed_query in the
Arguments field, users cannot export data from the list after using search
headers. The sysparm_query is not generated correctly.
User Interface
(UI)
PRB603351
Error when entering double quotation marks When entering double quotes in Hint field on UI action that is type form
in the "Hint" field for UI actions type: Form context menu (not form button), the action is not available and there is an
Context Menu
error in console: "Uncaught SyntaxError: Unexpected identifier". When
entering double quotes in UI action type form button, it works as expected.
User Interface
(UI)
PRB651625
Email does not appear in Activity log
User Interface
(UI)
PRB655038
HR - Edit Module (My Profile) Link type
and Content Page produces different results
between UI15 (it works) and UI16 (it does
not work)
User Interface
(UI)
PRB655685
Cannot disable the language picker in
Geneva
Variables starting with @ are getting cleared in a report variable filter drop
down, even though they are showing in the XML.
Email does not appear in Activity log. This occurs when updating the email
address manually in the user form.
In Geneva, there is no way to disable the language picker. There are
users who have language plugins installed, and for business reasons,
they do not want to show the language picker anymore. Disabling the
language picker was possible in Fuji and earlier by disabling the UI macro:
[UI_language_select].
| Helsinki Fixes | 130
Problem
category
Parent
Short description
Description
User Interface
(UI)
PRB653526
When using the Activity filter, all activities
become blank after unticking all options
On Fuji Patch 9, the activity filter does not render the activities list when
the user clicks the button to collapse activities.
User Interface
(UI)
PRB657163
Geneva - Chat activity after ticket creation is After a ticket is created in chat, chat activity is not saved in the activity
not captured in the activity stream
stream.
User Interface
(UI)
PRB657103
Mandatory comment/work notes fields not
enforced if content deleted
The mandatory enforcement for the Additional Comment and Work Notes
(journal input) fields is not enforced if the field content is cleared. After the
form is saved, the value 'undefined' is shown in the Activity formatter.
User Interface
(UI)
PRB647394
document_management_user role can
by-pass User Permission in the Managed
Document module
If a user has been granted the document_management_user role. they can
bypass User Permissions configured on the related list of the Managed
Document module.
User Interface
(UI)
PRB633052
Choice fields are not searching in list header In older versions, when using the magnifying glass to show the column
search
header search boxes, and then searching for a state of some text value (e.g.
assigned), this would return results. Now, no results are returned.
User Interface
(UI)
PRB655725
Cannot hide breadcrumbs because table
name's max length is longer than script
include's name max length
User Interface
(UI)
PRB606350
Using add/remove multiple slushbucket
on sc_task.parent.watch_list field causes
unexpected behavior
Using add/remove multiple slushbucket on sc_task.parent.watch_list field
causes unexpected behavior - it causes sc_task records to be created.
User Interface
(UI)
PRB648804
Legacy htmlArea editor does not populate
with UI buttons
When turning on the legacy htmlArea editor, navigating to a page that uses
the editor throws a console error. This stops the editor from fully rendering.
textArea has no buttons, no UI, no editor options; is just a plain textArea.
Error: Uncaught SyntaxError: Unexpected identifier
User Interface
(UI)
PRB636999
Info icon is used in two different places for
reference variables
Both clickthrough icons are displayed for Service Catalog reference
variables when the following two system properties are set:
glide.UI.clickthrough.popup glide.UI.clickthrough.replace
User Interface
(UI)
PRB649910
[UI16] Can see admin users when trying to
impersonate with only impersonator role
If we try to impersonate users admin users using the older impersonation
dialog box, we do not see records of these users. However, with UI16
dialog box as a normal internal user, these users' records are visible.
Impersonation did not happen, but there was no error message either.
User Interface
(UI)
PRB671263
Validation from Data policy does not work
if you are using a GUIded task board on a
| Helsinki Fixes | 131
Problem
category
Parent
Short description
Description
parent table and the data policy is looking at
a field from Child Table
User Interface
(UI)
PRB649630
Separator Module - If is has a condition,
nesting screens occur
When a 'separator' module has a condition, nesting windows display when
selected. This can occur when module was first created with link type with
a condition, then the module is changed to a 'separator'. When the condition
is removed from the separator module, it does not occur.
User Interface
(UI)
PRB643212
Read-only multiline text catalog variable
does not increase in height or show scroll
bar when populated with more text than
visible in default
Read-only multiline text catalog variable does not increase in height or
show scroll bar when populated with more text than can be viewed in
default size.
User Interface
(UI)
PRB660700
Activity formatter is not loading properly
when activity-field class is used in coded
HTML
Activity formatter is not loading properly in Fuji Patch 11 and higher.
User Interface
(UI)
PRB627339
Log statements left in the ESignatureUtils
script include
Log statements are left in the ESignatureUtils script include.
User Interface
(UI)
PRB661075
As an ITIL user, personalizing lists does not As an ITIL user, personalizing lists does not update the list layout due to
update the list layout
the cache key not matching.
User Interface
(UI)
PRB641776
The Personalize Form menu lists system IDs On a requested item form, the Personalize Form list shows sys_id rather
instead of variables
than the name of the menu item.
User Interface
(UI)
PRB646154
Favorites should have separators like
modules
User Interface
(UI)
PRB652761
TimeAgo not calculating yesterday / 2 days
ago correctly
Using 'TimeAgo' user preference results in strange date/times being
displayed. In the Australia/Sydney timezone: - Fuji: adds 5 hours to time
for yesterday - Geneva: displays '2 days ago' as '3 days ago'
User Interface
(UI)
PRB654596
Tooltip hover messages for mandatory
variables are not translated when set in UI
Policies
For mandatory variables within the selected language setting, the system
should translate tooltip hover messages such as 'Mandatory - must
be populated before submit'. For French, German, and possibly other
languages, this tooltip message is not translated when the mandatory fields
are displayed conditionally from a UI Policy, even when the [sys_UI_msg]
table has an entry for the reqUIred translated values.
| Helsinki Fixes | 132
Problem
category
Parent
Short description
Description
User Interface
(UI)
PRB653119
When using the navigator with Chrome on
the Geneva release, there is a memory leak
When using the navigator with Chrome on the Geneva release, there is a
memory leak. The browser memory (Chrome) consumption increases until
the end user experience is degraded, reqUIring a browser restart.
User Interface
(UI)
PRB659065
Activity formatter filter and Label vanishes
when adding a read-only field
When a user opens an existing incident, the activity formatter filter is
missing.
User Interface
(UI)
PRB664597
glide.UI.presence.disabled does not turn off
some Concourse presence requests
User Interface
(UI)
PRB625340
IE and Fuji with Compact View on, first
application (typically Self-Service) does not
show in the navigator
In IE and Fuji with Compact View on, the first application (typically SelfService) does not show in the navigator. Even with Compact View off, the
first application does not appear positioned properly (the text is close to
the line delimiting the Filter area). However, with it enabled, only a small
portion of the application bar is available and clickable, but none of the text
shows.
User Interface
(UI)
PRB665350
UI 16 - Geneva / Helsinki - Preview Update
Set HTML View broken
In UI16 Geneva, when user opens a Preview Update Set, 'File Differences'
field opens with the Tiny MCE Editor instead of the comparison table. The
user needs to click on the 'HTML' button to open the comparison table in
a popup window. This is different than UI11. In UI11, comparison table is
directly shown instead of the Tiny MCE editor.
User Interface
(UI)
PRB629260
Client scripts do not get loaded in list view
When client scripts are cached for a list view, the system is checking to see
if the field the client script relies on is in the current user's list view. If it
is not, we cache 'no_client_scripts'. When this is done any time that list is
navigated to using the same view, it returns and does not write the client
scripts to the page's source. Personalizing a list in a view does not remove
'no_client_scripts' from the cache even if we add the field the client script is
looking for.
User Interface
(UI)
PRB658717
Geneva - Time type field triggers the alert
saying 'Are you sure you want to leave this
page?' even though no change has been
made
User Interface
(UI)
PRB649956
Special characters (such as a comma or atsign) in a sys_choice value are not handled
properly by a template
Using a special character (such as a comma or an at-sign) in the value field
of a sys_choice record prevents templates from being applied to a form
successfully.
| Helsinki Fixes | 133
Problem
category
Parent
Short description
Description
User Interface
(UI)
PRB633203
Fuji vs Eureka: In My Groups Work
application, if you 'group by' state, Fuji
seems to be broken
This issue involves list 'Group by' functionality on a Choice field, in a
table-extension scenario, specifically regarding where labels for the basetable choices are used for a grouped listing of the extended table.
User Interface
(UI)
PRB636708
Reference popup does not always have the
'X' icon to close the window
Holding the shift key when hovering your mouse over a reference icon
keeps the popup window open if the mouse is moved. Sometimes, the
window will not have the 'X' in the top right to close the window. The issue
seems to occur randomly.
User Interface
(UI)
PRB642875
VTB - opening in own browser window/
tab does not change to the property
glide.product.icon - instead, it stays as the
SN logo
VTB - opening in own browser window/tab does not change to the property
glide.product.icon - instead, it stays as the SN logo. This also affects
individual boards, so if a user opens a board in a separate tab, they will also
see the issue.
User Interface
(UI)
PRB650188
508 Compliance - Attachment Popup does
508 Compliance - Attachment Popup does not include Alt Text when
not include Alt Text when hovering over the hovering over the remove attachment (X) icon.
remove attachment(X) icon
User Interface
(UI)
PRB631586
List column search is available when it
In Eureka, when a list already has a filter that contains an OR condition,
should not be while there is an OR condition the column search becomes disabled. In Fuji, when a list already has a
in the list filter
filter that contains an OR condition, the column search does not become
disabled. Adding a search term in one of the columns changes all the OR
conditions on the filter to AND conditions
User Interface
(UI)
PRB646939
glide.UI.clickthrough.popup property to
true, does not work on glide list
For a 'reference field', we have defined a property
'glide.UI.clickthrough.popup' so that it can be used to open reference record
in the current page (or in a separate window so that changes made in the
current page are not saved). A similar property should also exist for 'glide
list' based on the reference icon to open it in the current page or separate
window without auto-saving the current page.
User Interface
(UI)
PRB652273
Uncaught TypeError: Cannot set property
'innerHTML' of undefined
Starting/stopping the Time worked field throws Uncaught TypeError
Exception.
User Interface
(UI)
PRB646189
Initials code throws error thrown if user's
name starts with a non-alpha-numeric
character
If a user's live profile name starts with a non-alpha-numeric character and
that user authors a knowledge article, that article cannot be viewed. Users
get an error 'Knowledge record not found' when trying to view the article.
User Interface
(UI)
PRB662995
Form values are not remembered after an
embedded list when using setAbortAction
| Helsinki Fixes | 134
Problem
category
Parent
Short description
Description
User Interface
(UI)
PRB650532
ImpersonateEvaluator script include causes
undefined behavior
The script include ImpersonateEvaluator was added to a recent Geneva
bUIld to support a HI reqUIrement for impersonation of USG users. There
is a bug where inbound email actions cause a random SNC employee's
name to be posted to work notes/comments when the email is sent by
a USG user. This happens when the Script Include returns false for the
canImpersonate() function.
User Interface
(UI)
PRB656044
In Geneva release, the onChange client
script is not triggered when a reference field
is changed from filled to empty by a script
An onChange client script is not triggered in the Geneva release if a
reference field is changed from filled to empty by a script.
User Interface
(UI)
PRB656718
glide.product.help_show property
incorrectly hides 'Switch to UI 16' button
In the System Settings window, there is a 'Switch to UI15' button that
allows admin users to 'downgrade' to UI15. Similarly, there is a 'Switch to
UI16' button on the Settings drop down to switch to UI16. However, this
button disappears. The glide.product.help_show property incorrectly hides
the 'Switch to UI 16' button.
User Interface
(UI)
PRB657135
No method for making template_value read- There is no method for making template_value read-only.
only
User Interface
(UI)
PRB630348
Clicking on Cancel button on the Form
Layout actually saves the user's form layout
changes
When a user adds a new field on the form layout but does not save it
and clicks on Cancel, clicking on the 'Cancel' control goes to Save very
qUIckly, and the form saves the field.
User Interface
(UI)
PRB632290
Order of 'Cancel' and 'Save' buttons on Fuji
slushbucket in upper right is not consistent
with 'Save' and 'Cancel' buttons on the
bottom
Order of 'Cancel' and 'Save' buttons on Fuji slushbucket in upper right is
not consistent with 'Save' and 'Cancel' buttons on the bottom.
User Interface
(UI)
PRB666123
Unable to use duration fields as part of SLA
conditions (caused by already having a
duration type field on the form)
When adding a 'duration' type field in one of the conditions field of an SLA
Definition (e.g. Start condition), although the field to select the comparison
is displayed (e.g. is, greater than, not equal), the fields to enter the duration
value to compare with are not shown. This only happens for UI15 (i.e.
system property 'glide.UI.doctype' is true) and appears to be related to there
being a 'duration' type field already on the form.
User Interface
(UI)
PRB659008
ACL preventing user gUIde images from
rendering for non-admin users
The sys_attachment read ACL is preventing images from rendering when a
non-admin user views the OOB User GUIde.
| Helsinki Fixes | 135
Problem
category
Parent
Short description
Description
Vendor
Performance
PRB664682
Activating Vendor Performance plugin adds Activating the Vendor Performance plugin adds a core_company Delete
a core_company Delete UI Action override UI Action override. When you try to delete a company, the dialog does
that has an error
not disappear and an error is displayed in the JavaScript console despite
the action completing (i.e. the company record is still deleted). Javascript
console error: Uncaught TypeError: Cannot read property 'destroy' of
undefined
Visual Task
Boards
PRB626408
FP8 - Delete lane link is not available for
Fuji - Delete lane link is not available for empty lane in Visual Task Board
empty lane in Visual Task Board in freeform in freeform. This also occurs in Geneva.
Visual Task
Boards
PRB634202
Members of the VTB created on vtb_task
are not able to create new cards
Visual Task
Boards
PRB654609
Dragging a board from $vtb.do onto the
navigator no longer adds a favorite
Visual Task
Boards
PRB651521
Creating flexible board from vtb_task table
and not able to add new card
Creating a flexible board from vtb_task table, the user was not able to add
a new card. This is similar to PRB634202, which was related to creating a
gUIded board with the same issue of not being able to add a new card.
Visual Task
Boards
PRB664827
Add to Visual Task Boards does not
properly return the list of VTB's a user is
member/owner of
A user who is a member of multiple VTBs does not see the correct list
when selecting 'Add to Visual Task Board.'
Visual Task
Boards
PRB649242
Unique Key violation error after
confirmation of moving a task to another
task board on which its already present
Unique Key violation is detected by the database (Duplicate entry
'86b991774ffe46002167a5017310c78e-9d385017c611228701d22104cc95c37'
for key 'vtb_card_index1'). This error is thrown after confirmation of
moving a task to another task board on which is already present.
Visual Task
Boards
PRB648767
Freeform Visual Task Board does not honor
100 card limit
Even though each Visual Task Board should display a maximum of 100
cards, users can create a Freeform Task Board and keep adding cards to it.
The 100 card limit is not honored. As you scroll up and down the various
lanes, all of the cards show in Freeform board.
Visual Task
Boards
PRB658871
Geneva checklist tables are exposed to all
users
The Access Controls for the checklist checklist_item and
checklist_template tables allow access to all users.
Visual Task
Boards
PRB645197
Visual Task Board users do not see the list
of boards they have access to when using
the 'Add Task to VTB' functionality
When you click the 'Add to Visual Task Board' UI Action from the Context
Menu, it pulls up a list of VTBs, most of which the user does not have
A member of a Visual Task Board created on the vtb_task table is not able
to create a new card on this VTB. For all other tables (e.g. incident, change,
etc.), a member of the task board - although he does not have the ITIL role is still able to create a card on the task board.
| Helsinki Fixes | 136
Problem
category
Parent
Short description
Description
access to. Only selectable results should be returned so that users do not
need to try to find where their VTBs are.
Visual Task
Boards
PRB650815
Visual Task Board created from task.list do
not display work notes, unlike VTB created
from extended tables (e.g. incident, change
or SDLC)
Visual Task Board created from task.list do not display work notes, unlike
VTB created from extended tables (e.g. incident, change or SDLC).
Visual Task
Boards
PRB667351
Delay in loading cards in Visual Task Board When concourse is disabled in Geneva, a long delay is noticed when
in Geneva when concourse is turned off
attempting to open VTB cards. The delay can be between 30-50 seconds
before the form is rendered in the modal popup. If you have a separate tab
open and navigate to the tab, then back to the VTB, the card will render.
Visual Task
Boards
PRB646824
Tasks show up in activity stream that user
does not have access to
Visual Task
Boards
PRB667437
VTB task card has duplicate 'Show all
journal fields' icon
Visual Task
Boards
PRB655851
Task is removed from Freeform VTB
A task is unexpectedly getting removed from a Freeform VTB when it is
moved from the 'None' lane to another lane in a GUIded VTB created from
the Priority column of a Private Task list view.
Visual Task
Boards
PRB654094
[Visual Task Boards] Script Include
VTBGetBoardsByUser does not appear to
be working as expected
When a user clicks a record in the list view and chooses the 'Add to Visual
Task Board' UI action, the user is shown a popup of task boards. This list
is filtered in part by the VTBGetBoardsByUser script include. This should
return the boards that the user is a owner or member of, but it only returns
the boards the user owns.
Visual Task
Boards
PRB668728
Visual Task Board lanes alignment / sizing
issue in Firefox
Visual Task
Boards
PRB649521
When filtered with assignment and date,
Visual Task Board does not retain filter
brings over all assignment groups
When setting a VTB filter for: Assignment group=rService Desk, created
before Sept 30, 2015, Active=True, State=Not Resolved, there should only
be a few tickets. Instead, it brings all tickets and all assignments.
Visual Task
Boards
PRB662021
When a user submits an incident and looks
at the VTB, it does not show the SLA
percent, and color
When a user submits an incident and looks at the VTB, it does not show the
SLA percent, and color. Clicking on the incident number on the VTB card
and closing it to refresh the card results in intermittent display of the SLA,
percent, and color. Sometimes it does not display even though there is an
SLA tied to the incident.
In Visual Task Boards, tasks are appearing in activity streams and are
visible to users who should not have access to them.
| Helsinki Fixes | 137
Problem
category
Parent
Short description
Description
Visual Task
Boards
PRB661846
Visual Task Board not respecting date/time
list view filter
When creating a Visual Task Board from a list view that is filtered using a
date/time condition, the new task board will not respect the condition and
will pull all records from the table.
Visual Task
Boards
PRB651049
VTB create/remove activity shows up in
incident history activity log
Visual Task Board sys_history_line.relation events log is traced in activity
formatter of an incident.
Web Services
PRB645041
JSON is not being produced or parsed in
accordance to RFC 4627 (or the newer RFC
7159)
When creating a JSON request using the REST API Explorer, this is
created by using single quotes for names/keys pairs instead of double
quotes. This is not valid according to to RFC 4627 (JSON specification).
Furthermore, we cannot escape double quotes in a JSON call using \"
as intended because the instance will not be able to parse it (see http://
json.org/ for details).
Web Services
PRB649421
REST API Explorer does not always fully
load
In the REST API Explorer, users cannot view the path parameter form
fields or query parameter fields. This occurs inconsistently in Windows on
various versions of Chrome, Internet Explorer, and Firefox.
Web Services
PRB628224
Unable to set data-type on new fields using
the REST interface
It is possible to create a new column for an existing table using by using
the POST REST Table API (http://wiki.servicenow.com/index.php?
title=Table_API#POST_.2Fapi.2Fnow.2Fv1.2Ftable.2F.28tableName.29)
but it seems impossible to set the type for the new column. Whatever value
you enter for type or internal_type the created column will always have
'type' set to 12 (string).
Web Services
PRB642257
System property
[glide.soap.outbound.ecc_response.timeout]
is not taking effect on Fuji
The system property [glide.soap.outbound.ecc_response.timeout] is not
taking affect on Fuji. When a SOAP request via a MID server is sent from
'run test' in [SOAP message], if the SOAP response took more than 60
seconds to return, the error 'No response for ECC message request with
sysid=xxx after waiting for 60 seconds in ECC Queue' is shown.
Web Services
PRB652253
java.lang.NullPointerException returned
when accessl WSDL using displayvalue=all
parameter
java.lang.NullPointerException error returns when dot-walked elements are
used in a view and try to use the displayvalue=all parameter in the WSDL
URL.
Web Services
PRB659317
Instance is not configured with dedicated
In an instance that is not configured with dedicated SOAP semaphores, the
SOAP semaphores, and integration
Web Service Integration traffic exhausts the instance semaphores, causing
transactions over-utilize all instance threads, an instance performance degradation or outage.
causing instance performance degradation or
outage
| Helsinki Fixes | 138
Problem
category
Parent
Short description
Description
Web Services
PRB656764
request.getSession().setMaxInactiveInterval(<time
In Fuji P10, modifying the Installation Exit - Login works correctly when
in seconds>) no longer works in Fuji P11
'Remember Me' is not checked, and the session ends after X seconds. In
Fuji P11, the session never expires.
Web Services
PRB636089
SOAP Transform: Error messages are being
appended to [status_message]
Web Services
PRB630326
If a user inserts one record via Inbound
If a user inserts one record via Inbound Web Service Import Set, and the
Web Service Import Set, and the import and import and transform fail to complete, State is 'Running'. The status should
transform fail to complete, State is 'Running' be 'Cancelled' or 'Error'.
Web Services
PRB648984
REST and other integration traffic often
leads to stale session bUIldup and scarce
available memory
Instance performance may be affected when: - an integration makes a
request with basic authorization that creates a session - the integration
makes a new request with a different session cookie or no session cookie
Each session lives up to the session timeout for the system, consuming
memory and resources.
Web Services
PRB632080
After upgrading to Fuji, the SOAP API
returns a sys_tags column
The sys_tags element shows up for every table when consuming the
WSDL, but there is no respective dictionary record or database column for
it.
Web Services
PRB651291
SOAP session timeouts inadvertently set to
a large value can lead to an outage
Guardrails need to be added to prevent users from inadvertently setting
overly large timeouts for SOAP sessions.
Web Services
PRB629321
SOAP truncates floating point numbers to 3
decimal digits
The instance allows up to 7 digits to the right of the decimal point. SOAP
seems to allow only 3. For example:
SOAP Transform: Error messages are being also being appended to
[status_message].
•
•
the number 800.0000001 is returned as 800
the number 2983.293722 is returned as 2983.294
REST, JSONv2, and XML display the float value correctly.
Workflow
PRB644162
Workflow cannot be cancelled
The Cancel UI action does not cancel a workflow context in the state of
'executing'.
Workflow
PRB645417
The glide.workflow.script.strict property
may be set to true after an upgrade unless it
was explicitly set by the customer
By default, the 'glide.workflow.script.strict' property is set to false for
upgraded instances so that an existing erroneous customer script continues
to behave the same way it did before the upgrade. If the property is set
to true, errors that were previously being ignored in customer workflows
may cause the workflows to fail. This problem only occurs on the second
upgrade. On the first upgrade to Fuji Patch 5 or higher, the property is set
correctly.
| Helsinki Fixes | 139
Problem
category
Parent
Short description
Description
Workflow
PRB652821
There is no logging to explain why the
WorkflowEngine decides not to create a
context
When a record is inserted, the WorkflowEngine is supposed to run and
create any appropriate workflow contexts against the inserted record. There
are several reasons why a context would not be created, but you cannot
easily tell after the fact why a context was not created because there is no
logging logging there.
Workflow
PRB656351
"SEVERE *** ERROR *** Workflow
CommandManager corrupted scope stack:
Started with scope stack size 1 finish with
0" when using custom-created workflow
activities
When using multiple custom activities in a workflow that are tied to a
custom application when more than 1 of these activities being used has a
Stage value, the following error occurs:
Workflow
PRB658995
SEVERE *** ERROR *** Workflow CommandManager
corrupted scope
stack: Started with scope stack size 1 finish
with 0.
current=wf_workflow_execution(d0387259372892003fb2
94d543990ea3) command=RUN_FLOW
event=execute
Legacy stage renderer on workflow fields in When a record's workflow is set to use the Legacy stage renderer, the
lists - workflow stages are not shown
workflow stages are not displayed for the 'workflow' type field in lists.
Instead, a broken display of the fields choice list is shown.
•
•
•
•
•
•
•
Stage Names/values defined in the workflow wf_stage records are
ignored completely.
A line is displayed for each choice list value for this field, in the order
of the choice list.
If the workflow field attributes are empty (which is OOB for
sc_request), then a sort-of state description is displayed in each row.
If the workflow field attributes are icons=WorkflowIconsStages (as
listed in product documentation), then the values of the choice are
displayed in each row.
If the current field value is one of the choice list values, then that row
gets the blue arrow icon, and it displays the choice list value (or 'In
Progress' if there is no attribute).
If the workflow field attributes are empty, any lines above the choice
value currently get set to the green tick 'Completed' icon. Others are set
to a grey icon and 'Pending - has not started'.
If the workflow has set the stage value to one not in the choice list, then
all icons are grey, or 'Pending - has not started'.
| Helsinki Fixes | 140
Problem
category
Parent
Short description
Description
Please note that sc_req_item works on Geneva, which uses field attribute
icons=WorkflowIconsSCR instead. This is unrelated to PRB658785, which
was created for Helsinki.
Workflow
PRB654689
Slow memory leak due to KillSwitch()
observer objects being created but not
destroyed
App nodes experience gradual performance degradation, which may
manifest as frequent symptomatic incidents such as 'Scheduler Workers
Overloaded' and/or 'Mean Semaphores Exhausted' during periods of high
user or job/worker activity. Application node resource profile exhibits a
gradual increase in memory usage, without a corresponding increase in the
number of transactions and sessions (load) over this time period. There is
also a gradual increase (minimum of 100) of KillSwitch() observer objects
within app node JVM memory.
Workflow
PRB660523
Workflow engine is unavailable for a period While the workflow plugin is being upgraded from Eureka to a Fuji or
during upgrade
higher bUIld, workflows may fail to run. This error may appear in the logs:
'Record not available for
wf_element_definition:c7a66f7d0a0a0b3a004544a6d2f
14076'
Workflow
PRB646208
In Fuji, if you use UI11 and load a
change_request record with a workflow, the
Show Workflow UI Action script generates
a server warning error
In Fuji, if you use UI11 and load a change_request record with a workflow,
the Show Workflow UI action script generates a server warning error.
This happens onLoad of the form of any change_request record during the
processing of the out-of-box Show Workflow UI Action.
Workflow
PRB645908
In Geneva and Fuji, recursive menu is
showing on the Cores/Packs/Custom tabs
See PRB621393.
Workflow
PRB655540
When UI11 is being used on a Fuji instance, If a Fuji instance has the glide.UI.doctype property set to false, the
the 'Refresh' and 'Help' icons are not
workflow editor does not display the refresh or help buttons in the navbar.
displayed when displaying a workflow
context in the graphical workflow editor
Workflow
PRB632749
Due Date for task is 1 second behind the
If a user has a workflow with Create Catalog task, the 'Due date based on'
Due date of the RITM when 'Due date based field is set to A date/time duration field. The field selected is the RITM's
on' field is RITM's due date
due date.
Workflow
PRB653097
Activity of type Workflow produces 2
child workflows, preventing database
updates and causing instance outages during
reprovisioning
The reprovisioning activity triggers Workflow, which produces 2 child
workflows instead of one. This causes database or instance information to
not be updated (i.e. 'passwords'), which prevents functionality such as email
or even an instance outage.
| Helsinki Fixes | 141
Problem
category
Parent
Short description
Description
Workflow
PRB657475
Published version of workflow included
with plugins was reverted to OOB version
The published version of workflows is reverted to the OOB version, and
user data is being overwritten.
Workflow
PRB648852
When resetting approvals (via business
rule), the Approval Coordinator activity
from Workflow moves to Approved
When you reset the workflows through a business rule, the approval
coordinator activity from Workflow will automatically and unexpectedly
move to Approved.
Workflow
PRB635427
Approver's name is not displayed when
In the Requested Items list view, the approver's name is not being displayed
hovering over stage icons after first approval when hovering over stage icons after initial approval. The tooltip should
read: 'Waiting for Approval by Approver's Name'. This works only on the
first stage. Once approval is obtained on this stage, approver's name no
longer appears for subsequent approval stages.
Workflow
PRB650374
Pre-generated approvals/task that got
When a pre-generated approvals is approved prior to reaching the approval
approved prior to reaching the approval/task activity, it gets reset after reaching the approval activity. This issue is
activity gets reset after reaching the approval observed in Fuji and higher instances.
activity
Workflow
PRB640544
'Request Cancelled' workflow stage fails to
use its translated label for languages such as
French Canadian and Brazilian Portuguese
The workflow stage choice value 'Request Cancelled' fails to use its
translated label for languages such as French Canadian and Brazilian
Portuguese even though their translations exist.
Workflow
PRB658813
'current' object is incorrect for a business
rule that triggers from a workflow Run
Script activity
When a business rule executes as result of insert or update made by a Run
Script activity of a workflow on another table, the 'current' object for the
business rule is the one of the workflow context that triggered the business
rule, not the 'current' object of the business rule.
Workflow
PRB648436
When a catalog item is removed an error
icon should show - the red [x] is missing
When the catalog item for an existing requested item is deleted, there
should be an indicator in the stage column showing that stages cannot be
displayed.
Workflow
PRB667571
com.snc.contract_management
wf_workflow_version is trumping the
current published workflow version
When an instance is upgraded from an earlier version to Geneva, the
'Contract Approval' workflow is being updated with a workflow version
that trumps the currently set published version.

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